Business use case

This implementation guide outlines the steps involved in monitoring and controlling a sample smart device from within Oracle Service Cloud.

The device in this use case is a heating, ventilation, and air conditioning (HVAC) unit that can:

• Transmit its vital parameters at regular intervals to any listening application

• Send alerts when preset operational parameters are breached

• Provide additional (historical and current) information when requested by any remote application

• Allow some or all of its attributes to be updated by remote applications

• Allow some operations, such as restarting the device, to be done by remote applications

For development purposes, rather than using an actual device, an HVAC simulator is used. In the context of sending messages and receiving instructions, the simulator behaves exactly the same as the actual device.

For the purposes of this implementation guide, it is assumed that Oracle Internet of Things Cloud Service is the remote listening application capable of receiving alerts and messages from the HVAC simulator. Oracle Internet of Things Cloud Service processes the messages received from the simulator and propagates only relevant messages to Oracle Integration Cloud Service, which passes them on to Oracle Service Cloud. Oracle Service Cloud processes the messages received from Oracle Integration Cloud Service and creates or updates a service incident. The incident is routed to the appropriate service representative, who retrieves additional details about the HVAC device and, if necessary, remotely updates some attributes of the device or even performs some operations.

From the perspective of Oracle Internet of Things Cloud Service, it makes no difference whether the messages are received from a simulator or an actual device, as the message format is identical in both cases.