fusion crm architecture - paul naish v1.3

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<Insert Picture Here> Fusion CRM Architecture Overview for SaaS Deployments Paul Naish, Oracle North American Sales Consulting – CTO Business Solutions

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Fusion CRM Architecture - Paul Naish V1.3

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Page 1: Fusion CRM Architecture - Paul Naish V1.3

<Insert Picture Here>

Fusion CRM Architecture Overviewfor SaaS Deployments

Paul Naish,Oracle North American Sales Consulting – CTO Business Solutions

Page 2: Fusion CRM Architecture - Paul Naish V1.3

Objectives

User Interface

CRM Applications

Mobile Clients

Analytics

Security

Extensibility

Integration

Foundation

Foundation

Capabilities

Exposed Technology

Page 3: Fusion CRM Architecture - Paul Naish V1.3

Built on Oracle’s Fusion Technology Stack

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

FoundationFoundation

Page 4: Fusion CRM Architecture - Paul Naish V1.3

Oracle Public Cloud – Integrated Solutions

Oracle Fusion HCM

Cloud Service

Oracle Database

Cloud Service

Oracle Java

Cloud Service

Oracle Fusion CRM

Cloud Service

http://cloud.oracle.com

Foundation

Page 5: Fusion CRM Architecture - Paul Naish V1.3

Oracle Cloud Architecture

Foundation

Page 6: Fusion CRM Architecture - Paul Naish V1.3

Oracle Owned Data Centers & OperationsGlobal Scale and Expertise from Oracle Hardware and Software

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

• World Class Data Center in Austin– 250,000 CPU cloud

• 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

6

... Many SaaS vendors outsource their data center

Foundation

Page 7: Fusion CRM Architecture - Paul Naish V1.3

Fusion Applications: A Single Code Line

Remote Management

Hosted & Managed

On Demand Cloud ready

Combinations

On Premise

Foundation

Page 8: Fusion CRM Architecture - Paul Naish V1.3

Single-Tenant

OR

Multi-Tenant

Choice of Single or Multi-Tenant DeploymentPhysical Data Isolation beyond Multi-Tenant Virtual Tenancy

Not offered by other SaaS Vendors

Modern Scalability

Foundation

Page 9: Fusion CRM Architecture - Paul Naish V1.3

On Premise

On Demand

Cloud Services

Public CloudSaaS

Same Great Fusion Applications Functionality ✔ ✔ ✔Applications Unlimited Apps Available ✔ ✔Configurable/customizable through Fusion’s 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 ✔

Oracle Applications: Flexible Deployment Choices Future Ability to Move later if business changes

Bring In HouseChoice

Foundation

Page 10: Fusion CRM Architecture - Paul Naish V1.3

Fusion Applications ScopeChoice of Functionality

Foundation

Web Mobile Outlook

Page 11: Fusion CRM Architecture - Paul Naish V1.3

ME

TAD

ATA

(M

DS

)

Web 2.0 UI Management

Fusion Logical ArchitectureColor Key:

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

Foundation

Extensibility

Composers

Extensibility

Composers

ApplicationApplication

ProcessProcess

BIBI

PagePage

We

b S

erv

ice

s

Oracle Enterprise Repository (OER)

Web Mobile Outlook

Standard & Custom Objects

Standard & Custom Services (Middleware)

Standard & Custom Data

Re

po

rts

& A

na

lyti

cs

Inte

gra

ted

Se

cu

rity

OLTPOLTP

Sandbox

Se

t-U

p a

nd

In

itia

l C

on

fig

ura

tio

n

Page 12: Fusion CRM Architecture - Paul Naish V1.3

Oracle Fusion Customer Relationship ManagementAvailable today

Oracle Confidential: Not for Distribution

Web Mobile OutlookCRM Apps

Page 13: Fusion CRM Architecture - Paul Naish V1.3

© 2009 Oracle Corporation – Proprietary and Confidential

Fusion – Anatomy of a Typical Page

“Regional Area” “Contextual Area”“Local Area”

User Interface

Page 14: Fusion CRM Architecture - Paul Naish V1.3

Type of Pages and How They Relate

Role Based Dashboards

Work Area Landing Pages

Detail Pages

• Portal into a range of information for a given role

• Typically, integrates content from other applications

• Provides rich analytics

• Home for collective functionality specific to a business function e.g., Sales, Marketing

• Regional area serves as a launch pad for launching actions

• Targeted for performing a given business transaction

• Screens and UIs organized by business objects and actions

• Optimized for data entry

User Interface

Page 15: Fusion CRM Architecture - Paul Naish V1.3

Strategic Mobile Challenges

Mobile Clients

• 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

Provide a rich application on wide range of Smart devices

• Device must support customer’s unique attributes, objects, etc.

• Configuration experience must be fast and familiar to customer’s crm administrators

Enable mobile clients to be easily configured

• Provide a consistent, optimized mobile UI for users that’s independent of the back-end system

• Serve up CRM, ERP and external web content to mobile users

Support a wide range of back-end systems

Page 16: Fusion CRM Architecture - Paul Naish V1.3

Fusion Mobile Plans: Oracle’s Universal Mobile CRM Solution

Etc.

Systems Phones

Etc.Tablets

Fusion Mobile• Drag & drop

extensions at run-time

• Re-use configurations across devices

• Native user interface for each device

•SalesPost 1.0:•Timesheets•Expenses• Inventory

External Services

Mobile Clients

Page 17: Fusion CRM Architecture - Paul Naish V1.3

Fusion CRM DesktopSales 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 sync’ed to the CRM system

– Interaction Tracking Makes it easy to track, analyze email interaction with customers

– Offline Access: Sales reps can access sales data while disconnected from network

– Support custom extensions

Mobile Clients

Page 18: Fusion CRM Architecture - Paul Naish V1.3

Key Themes In Fusion Analytics

Analytics

• Charts and reports appear in transactional pages• Metrics from Essbase, etc. appear in-line in forms and

lists that contain transactional data

In Context: Transact with Insight

• Users can drill from OBIEE embedded charts directly into transactional details

• Users can drill from transactional details into OBIEE reports

Actionable

• RTD estimates likelihood of potential sales• ODM estimate sales cycles and expected revenue• Territory Management leverages Essbase to perform

“what-if” analysis

Forward Looking

Page 19: Fusion CRM Architecture - Paul Naish V1.3

Analytics Built Around Sales

Dashboard: Update Status & Catch Exceptions

Territory Manager: Use what-if Analysis Allocate Resources

Customer Snapshot: Assess Customer Health and

Potential

Opportunity Landscape: Identify Sales Targets

Analytics

Page 20: Fusion CRM Architecture - Paul Naish V1.3

A

uth

ori

zati

on

Fusion CRM (SaaS) Security - Role Based Access Control

Roles(Jobs)

Duties

Policies* Data Instances* Resources

Sales Mgr

Assign Quota

Eastern N.A.

OLTP

Authentication

Opportunities, Leads, Forecast,Territory (Sales + Partner), Quota, Customer,

Account, Contact

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

.

CRM SpecificSecurity

Page 21: Fusion CRM Architecture - Paul Naish V1.3

Fusion Security PolicyConceptual Model

Security

Privilege• Read• Edit• Delete• Etc.

Role• Sales Rep• Sales Manager• Administrator• Etc.

Object(aka Function)• Customer• Budget• Opportunity• Etc.

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

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

Page 22: Fusion CRM Architecture - Paul Naish V1.3

Fusion CRM Extensibility Combines

• Extend objects and use extensions anywhere• Customize processes with workflow and scripting editors• Full lifecycle support for upgrades and deployment

Enterprise Power

• Wizards and templates guide administrators• Visual editors support drag and drop configuration

SaaS Simplicity

• BPMN-based business process composer• Groovy scripting language

Standard Semantics

Extensibility

Page 23: Fusion CRM Architecture - Paul Naish V1.3

Fusion CRM Provides 360o Support for Object Extensions

Custom Object

User Interface

Query

Web Services

Analytics

Import Export

Security Policies

Audit Trail

Mobile Clients

• Adding a custom object means that it’s supported everywhere

• Application composer wizards handle the details

Extensibility

Page 24: Fusion CRM Architecture - Paul Naish V1.3

MDS – Single Fusion Meta-Data Repository

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

TailoringSandboxes

Page 25: Fusion CRM Architecture - Paul Naish V1.3

Composers• New Objects/Fields• Rules• Events• Reports• Processes• Scripts

PersonalizationEnd 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

User and Configuration Tools

Extensibility

Page 26: Fusion CRM Architecture - Paul Naish V1.3

Reporting/Analytics

BI Reports Composer

• Admin created data structures

• Measures Aggregates/Rollups

• End User driven• Facts/Measures

UI Customization

Business Process/Logic

Fusion CRM Composer Suite

Process Composer• Web-based

customization• Deployment ready

processes• Pallete/Grid based

Functional Extensions

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

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

Extensibility

TailoringSandboxes

Page 27: Fusion CRM Architecture - Paul Naish V1.3

CRM Application ComposerFunctional Extensions

Key Capabilities• Pattern Based• Standard and Custom

Objects• Object Workflow• Supports application Logic• Design Time @ Run Time• Translation

Benefits• Designed for Admin User• Web Based, Easy to use• Changes applied instantly,

no server restartExtensibility

Page 28: Fusion CRM Architecture - Paul Naish V1.3

The Fusion CRM Application Composer

Functional Extensibility

Functional Extensibility

UI Extensibility

UI Extensibility

Services/ Application

Logic

Services/ Application

Logic

Analytics/ Reporting

Analytics/ Reporting SecuritySecurity

Deployment/Sandbox/ Testing

Deployment/Sandbox/ Testing

Object ModelParent/Child

Fields

Buttons/Links

Page Composer Integration

Searchable

CRM Page Patterns

Translation editor

Child UI Patterns

XSD extensions

Process Composer integration

Event Triggers/Functi

ons

Groovy Script Editor

Object Workflow/Actio

ns

Report Subject Areas

Facts/Drilldowns

rollups

BI Report Composer Integration

User/Profile Object security

Reports/Subject Area

Security

Dev/Test/Prod Sandbox

Deployment

Relationships M:1/1:M/Non FK

Custom Object Security

Application Administrator

roles

Web Content

Bulk Import/Export

Page 29: Fusion CRM Architecture - Paul Naish V1.3

Oracle ComposerPage 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 restartExtensibility

Page 30: Fusion CRM Architecture - Paul Naish V1.3

Process ComposerWeb 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

Page 31: Fusion CRM Architecture - Paul Naish V1.3

Report ComposerSimple 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

Page 32: Fusion CRM Architecture - Paul Naish V1.3

Integration Tools

Integration

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

Page 33: Fusion CRM Architecture - Paul Naish V1.3

© 2010 Oracle Corporation – Proprietary and Confidential

Fusion File Import

HTTP

S

Web-based Import Tool• Mapping

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

Oracle EBS, Peoplesoft, JD Edwards, SAP, Other

CRM

ERP

Data files

Exp

ort

Dat

a

Fusion CRM Tables

Integration

Load Process

Page 34: Fusion CRM Architecture - Paul Naish V1.3

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

Page 35: Fusion CRM Architecture - Paul Naish V1.3

Standard Web Service Operations

Type Method Name DescriptionCreate Createobjectname Creates a single record along with associated child

records GetByKey Getobjectname Retrieves single record information by Primary key

(e.g. Opportunity ID)Find Findobjectname Finds and returns a list of object view rows based on

the selected view object's query statementUpdate Updateobjectname Updates a single object view row Merge Mergeobjectname Updates an object view row if one exists; otherwise,

creates a new oneDelete Deleteobjectname Deletes a single object view row Delete Deletechildobjectname Deletes associated child objects , such as

“deleteOpportunityRevenue”Process processobjectname 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.

ProcessChangeSummary processCSobjectname Performs a Create, Update, or Delete operation on a list of object rows. Different operations may be applied to different object rows

Integration

Page 36: Fusion CRM Architecture - Paul Naish V1.3

Oracle Enterprise Repository (OER)

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

Integration

Page 37: Fusion CRM Architecture - Paul Naish V1.3

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

Integration

Page 38: Fusion CRM Architecture - Paul Naish V1.3

Fusion CRM Key Takeaways

EFFECTIVE: Higher win rates

EFFICIENT: More quality opportunities

EASY: Faster time to value

Enterprise-Grade SaaS

Page 39: Fusion CRM Architecture - Paul Naish V1.3
Page 40: Fusion CRM Architecture - Paul Naish V1.3

Extending Your Application: Add Custom Fields

Create Custom Fields

Update UIAdd

Business Logic

Create Custom Report

Page 41: Fusion CRM Architecture - Paul Naish V1.3

Extending Your Application: Update UI

Create Custom Fields

Update UIAdd

Business Logic

Create Custom Report

Page 42: Fusion CRM Architecture - Paul Naish V1.3

Extending Your Application: Add Custom Fields

Create Custom Fields

Update UIAdd

Business Logic

Create Custom Report

Page 43: Fusion CRM Architecture - Paul Naish V1.3

Extending Your Application: Add Custom Fields

Create Custom Fields

Update UIAdd

Business Logic

Create Custom Report