Overview: Oracle Social Cloud Accelerator for Oracle Service Cloud

Features

This document is a reference guide to help you build an integration between Oracle Service Cloud and Oracle Social Cloud that suits your business requirements. It lists detailed setup steps required to deploy the Oracle Social Cloud Accelerator. When fully implemented as outlined in this guide, the Oracle Social Cloud Accelerator should allow service agents to do the following:

• View full conversations in Oracle Service Cloud (Figure 1).

• Respond to social media posts from Oracle Service Cloud nearly in real time.

• Use private and public channels in media such as Facebook and Twitter.

• Match contacts interactively.

Benefits

The key benefits of the Oracle Social Cloud Accelerator are the following:

• Service agents can respond to social media using the full functionality of Oracle Service Cloud, including standard text and the knowledge base, with just a few clicks.

• Service agents use a single console to work with social media conversations, while leveraging the functionality of Oracle Social Cloud.

• Interactive contact matching reduces duplicate contacts and automates mapping social interactions to real customer objects.

Installation package

This guide accompanies the downloadable Accelerator package that contains the example source code necessary to set up and demonstrate the minimum viable product (MVP) integration:

• Add-ins

• Custom object definitions

• Reports

• Workspaces

• OAuth authorization components

• Other components

Considerations

• The Oracle Social Cloud Accelerator is a starting point that shows how Oracle Service Cloud and Oracle Social Cloud can be connected to create a value-added business process and user experience. An implementer must enter the documented configurations and install the documented custom scripts to create the MVP integration.

• However, it is not meant to be a turnkey solution. Each customer’s implementation of Oracle Service Cloud and Oracle Social Cloud is unique, and each customer has different needs that have led them to implement customizations that support their unique business requirements. While the steps in this document describe how to connect a non-customized Oracle Service Cloud instance to an Oracle Social Cloud instance, they could be combined with other customizations that have already been applied to a customer’s instances.

• The sample OAuth components presented in this Accelerator are intended to make demonstrating the solution on test instances easy to configure.

• This Accelerator requires the Public SOAP API Session Authorization permission to install and run add-ins and import reports. You should set profile permissions carefully.

• Although the code delivered through the Accelerator Program has been developed thoughtfully, you should test and review it thoroughly in your own environment to make sure that it meets your specific goals, including security and scalability, before using any of the Accelerator code in a production environment.