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Fusion CRM Architecture Overview

for SaaS Deployments
Paul Naish, Oracle North American Sales Consulting CTO Business Solutions

Objectives
Foundation

CRM Applications

Foundation

User Interface

Mobile Clients

Capabilities

Analytics

Security

Exposed Technology

Extensibility

Integration

Built on Oracles Fusion Technology Stack

Foundation

Copyright 2011, Oracle and/or its affiliates. All rights reserved. Oracle Proprietary and Confidential

Oracle Public Cloud Integrated Solutions

Foundation

Oracle Fusion CRM Cloud Service

Oracle Fusion HCM Cloud Service

Oracle Database Cloud Service

Oracle Java Cloud Service

http://cloud.oracle.com

Oracle Cloud Architecture

Foundation

Oracle Owned Data Centers & Operations

Global Scale and Expertise from Oracle Hardware and Software
Foundation

Oracle Data Centers Austin, TX Colorado Springs, CO Australia England Operation Centers United States Romania Egypt India China Chile Japan

12 Years as Hosted Provider (1999)

5.5M users 250,000 CPU cloud

World Class Data Center in Austin

Fully Redundant Environments Federal Operational Zone (NIST & DIACAP) 14,000 Oracle Service experts

1,500 dedicated On Demand experts 6+ years of average tenure

27 languages supported Certifications ISO, HIPAA, PCI, etc

... Many SaaS vendors outsource their data center

6

Fusion Applications: A Single Code Line

Foundation

On Premise

Remote Management

Combinations

Hosted & Managed

On Demand
Cloud ready

Choice of Single or Multi-Tenant Deployment

Physical Data Isolation beyond Multi-Tenant Virtual Tenancy
Foundation

Multi-Tenant

Single-Tenant
Not offered by other SaaS Vendors

OR

Modern Scalability

Oracle Applications: Flexible Deployment Choices Future Ability to Move later if business changes
Foundation On Premise On Demand Cloud Services Public Cloud SaaS

Same Great Fusion Applications Functionality Applications Unlimited Apps Available Configurable/customizable through Fusions built-in extensibility platform Highly customizable via JDeveloper and database tools

Perpetual License
Maintained on your behalf Dedicated staging environment Hardware and software included in a single subscription price

Always kept current on latest release

Automated backups Secure Access to Whitelist Shared Identity Management with other Cloud services

Choice Bring In House

Fusion Applications Scope

Choice of Functionality
Foundation

Web

Mobile

Outlook

Fusion Logical Architecture

Foundation

Color Key:

Oracle Enterprise Repository (OER) Web Mobile Outlook

Web 2.0 UI Management

Set-Up and Initial Configuration

METADATA (MDS)

Reports & Analytics

Integrated Security

Standard & Custom Objects Standard & Custom Services (Middleware)

Extensibility Composers
Application

Web Services

Process BI Page

Standard & Custom Data

Sand box

OLTP

Copyright 2011, Oracle and/or its affiliates. All rights reserved. Oracle Proprietary and Confidential

Oracle Fusion Customer Relationship Management

Available today

CRM Apps

Web

Mobile

Outlook

Oracle Confidential: Not for Distribution

Fusion Anatomy of a Typical Page

User Interface

Regional Area

Local Area Contextual Area

2009 Oracle Corporation Proprietary and Confidential

Type of Pages and How They Relate

User Interface

Role Based Dashboards

Portal into a range of information for a given role Typically, integrates content from other applications Provides rich analytics

Work Area Landing Pages

Home for collective functionality specific to a business function e.g., Sales, Marketing Regional area serves as a launch pad for launching actions

Detail Pages
Targeted for performing a given business transaction Screens and UIs organized by business objects and actions Optimized for data entry

Strategic Mobile Challenges

Provide a rich application on wide range of Smart devices Rapid evolution of form factors, device features Popularity varies internationally Users expect menus, controls, etc. to be consistent with the native applications on the device
Mobile Clients

Enable mobile clients to be easily configured Device must support customers unique attributes, objects, etc. Configuration experience must be fast and familiar to customers crm administrators Support a wide range of back-end systems Provide a consistent, optimized mobile UI for users thats independent of the back-end system Serve up CRM, ERP and external web content to mobile users

Fusion Mobile Plans: Oracles Universal Mobile CRM Solution

Systems Phones

Fusion Mobile
Mobile Clients

Drag & drop extensions at run-time Re-use configurations across devices

Sales Post 1.0: Timesheets Expenses Inventory

Etc.

Native user interface for each device

External Services

Tablets

Etc.

Fusion CRM Desktop

Sales functionality in Outlook

CRM Data: Customer, Opportunity, and Lead data available in Outlook PIM Data: Calendar, Contact, and Task data consolidated in Outlook Users Control How Information is synced to the CRM system Interaction Tracking Makes it easy to track, analyze email interaction with customers

Mobile Clients

Offline Access: Sales reps can access sales data while disconnected from network
Support custom extensions

Key Themes In Fusion Analytics

In Context: Transact with Insight Charts and reports appear in transactional pages Metrics from Essbase, etc. appear in-line in forms and lists that contain transactional data Actionable Users can drill from OBIEE embedded charts directly into transactional details Users can drill from transactional details into OBIEE reports

Analytics

Forward Looking
RTD estimates likelihood of potential sales ODM estimate sales cycles and expected revenue Territory Management leverages Essbase to perform what-if analysis

Analytics Built Around Sales

Dashboard: Update Status & Catch Exceptions Territory Manager: Use what-if Analysis Allocate Resources

Analytics

Opportunity Landscape: Identify Sales Targets

Customer Snapshot: Assess Customer Health and Potential

Fusion CRM (SaaS) Security - Role Based Access Control

Authentication

My .... My Teams ... My Organ ... .

Authorization

Roles (Jobs)

Sales Mgr

Duties

Assign Quota

Policies * Data Instances * Resources

Eastern N.A.

Security

CRM Specific
Opportunities, Leads, Forecast, Territory (Sales + Partner), Quota, Customer, Account, Contact

OLTP

Fusion Security Policy Conceptual Model

Logically a security policy is a privilege defined for the intersection of one more Roles Objects Record Filters Data Security Rules are typically most complex Object
(aka Function)

Role
Sales Rep Sales Manager Administrator Etc.

Security

Privilege Read Edit Delete Etc.

Record Filter
(aka Instance Set) My Customer My Contact My Territory

Customer Budget Opportunity Etc.

Fusion CRM Extensibility Combines

Enterprise Power Extend objects and use extensions anywhere Customize processes with workflow and scripting editors Full lifecycle support for upgrades and deployment SaaS Simplicity Wizards and templates guide administrators Visual editors support drag and drop configuration Standard Semantics
Extensibility

BPMN-based business process composer Groovy scripting language

Fusion CRM Provides 360o Support for Object Extensions

Adding a custom object means that its supported everywhere Application composer wizards handle the details
Audit Trail User Interface Mobile Clients Query

Custom Object

Web Services

Security Policies
Extensibility

Analytics Import Export

MDS Single Fusion Meta-Data Repository

Tailoring Sandboxes
Extensibility

Upgrade-safe customizations are automatically combined with new features in the next release Site-level customizations apply to everyone while role-specific customizations are tailored for a particular audience

User and Configuration Tools

Personalization
End User tailors the app! Change Layout using pre-canned layouts Add content from business dictionary Edit content using simple gestures Drag & Drop fields Rearrange regions Add approved external content Save favorite queries

Composers

Extensibility

New Objects/Fields Rules Events Reports Processes Scripts

Fusion CRM Composer Suite

Functional Extensions UI Customization

Application Composer
SAAS Enabled Design Patterns Admin User Web Based Zero Downtime

Oracle Composer
Rich persona based UI Personalization Portlets/Mashups Wizard Driven

Business Process/Logic

Reporting/Analytics

Process Composer
Web-based customization Deployment ready processes Pallete/Grid based

BI Reports Composer
Admin created data structures Measures Aggregates/Rollups End User driven Facts/Measures

Extensibility

Tailoring Sandboxes

CRM Application Composer

Functional Extensions

Key Capabilities Pattern Based Standard and Custom Objects Object Workflow Supports application Logic Design Time @ Run Time Translation

Extensibility

Benefits Designed for Admin User Web Based, Easy to use Changes applied instantly, no server restart

The Fusion CRM Application Composer

Functional Extensibility UI Extensibility Services/ Application Logic Analytics/ Reporting Security Deployment/ Sandbox/ Testing

Object Model Parent/Child

CRM Page Patterns

XSD extensions

Report Subject Areas

Application Administrator roles Custom Object Security

Dev/Test/Prod Sandbox

Fields

Translation editor

Process Composer integration Event Triggers/Functi ons Groovy Script Editor Object Workflow/Actio ns

Facts/Drilldown s rollups BI Report Composer Integration

Deployment

Relationships M:1/1:M/Non FK

Child UI Patterns Page Composer Integration

User/Profile Object security

Searchable

Reports/Subjec t Area Security

Bulk Import/Export

Buttons/Links

Web Content

Oracle Composer
Page Customization
Key Capabilities Runtime Page Customization & Conditional Page Personalization Page Personalization by end users and administrators Modify page layout Add/Remove/Show/Hide components on a page Modify component properties Drag and Drop, Wizard Driven Benefits Easy to use Changes applied instantly, no server restart

Extensibility

Process Composer
Web Based Process Orchestration
Key Capabilities Graphical BPMN authoring Processes comprised of reusable tasks from the Business Catalog: services, human tasks, business rules Support for complex branching Modify associated Rules Create flows based on project template (approval flow template in CRM) Benefits Easy to use, Visio-like process composition Targeted for Administrators

Extensibility

Report Composer
Simple Web-based Report Composition
Key Capabilities Designed for Business Analysts and end users Customize report layouts delivered with Fusion Applications Work with facts/measures Create aggregates/rollups Administrator created data structures Access OLTP Data with OTBI or warehouse schema Access warehouse subject areas (on premise only) Benefits Easy to use Web based tool

Extensibility

Integration Tools

UI Integrations / Mash Ups Oracle (Page) Composer CRM Composer external links

Process Integration Object workflow Groovy script Process composer Web Services

Bulk Data Management Web Import/ Export Mapping

Integration

Fusion File Import

Web-based Import Tool Mapping

Data files

CRM
Siebel, Oracle CRM On Demand, Salesforce.com, other

Load Process

ERP
Oracle EBS, Peoplesoft, JD Edwards, SAP, Other

Fusion CRM Tables

Integration

2010 Oracle Corporation Proprietary and Confidential

Web Service Summary

Fusion CRM web services are object based

50+ services exposed Support standard CRUD methods and process-based methods

All services:

Use XML/SOAP Stateless

Security

Username/password

Message protection

Auto updated for custom objects and for custom fields

Integration

Standard Web Service Operations

Type Create GetByKey Find Update Merge Delete Delete Process

Method Name Createobjectname Getobjectname Findobjectname Updateobjectname Mergeobjectname Deleteobjectname Deletechildobjectname processobjectname

ProcessChangeSummary

processCSobjectname

Description Creates a single record along with associated child records Retrieves single record information by Primary key (e.g. Opportunity ID) Finds and returns a list of object view rows based on the selected view object's query statement Updates a single object view row Updates an object view row if one exists; otherwise, creates a new one Deletes a single object view row Deletes associated child objects , such as deleteOpportunityRevenue Performs a Create, Update, Delete, or Merge operation on a list of object rows. The specified operation is applied to all object rows in the given list. Performs a Create, Update, or Delete operation on a list of object rows. Different operations may be applied to different object rows

Integration

Oracle Enterprise Repository (OER)

Catalog of Fusion CRM Integration Assets: Web Services Service Data Objects SOA Composites Interface Tables Events And more
Integration

Fusion CRM is Working with Numerous ISV to Deliver Best of Breed Solutions

Integration

Fusion CRM Key Takeaways

Enterprise-Grade SaaS EFFECTIVE: Higher win rates EFFICIENT: More quality opportunities EASY: Faster time to value

Extending Your Application: Add Custom Fields

Create Custom Fields Update UI Add Business Logic Create Custom Report

Extending Your Application: Update UI

Create Custom Fields Add Business Logic Create Custom Report

Update UI

Extending Your Application: Add Custom Fields

Create Custom Fields Update UI Add Business Logic Create Custom Report

Extending Your Application: Add Custom Fields

Create Custom Fields Update UI Add Business Logic Create Custom Report