Integrating Oracle Commerce Cloud and Oracle Customer ... the integration of Oracle Commerce Cloud (OCC)

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  • Integrating Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications

    F15618-04 February 2020

  • Integrating Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications,

    F15618-04

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  • Contents

    1 Integrate Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications

    2 Understand the Integration Understand the integration 2-1

    3 Understand the Customer Account Model Understand the Customer Account Model 3-1

    4 Configure the Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications Integration

    Configure the Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications integration 4-1

    5 Use the Integration Use the integration 5-1

    iii

  • 1 Integrate Oracle Commerce Cloud and Oracle Customer Experience Cloud for Communications

    This document is intended to provide instructions on how to install, configure, and use the integration of Oracle Commerce Cloud (OCC) with Oracle Customer Experience Cloud for Communications.

    Oracle Customer Experience Cloud for Communications can be thought of as a “verticalized” version of Oracle Engagement Cloud (OEC). It is part of the Sales Cloud portion of OEC.

    Keep in mind that this document focuses only on the registered shopper Telco application aspects of this integration and only describes how to configure the integration of Oracle Commerce Cloud with Oracle Customer Experience Cloud for Communications.

    Commerce Cloud is an eCommerce solution designed specifically to run in the Oracle Cloud. It provides you with a range of powerful tools to build a flexible, feature-rich storefront for your customers. The functions that Commerce Cloud can perform that are important to this Telco integration are the abilities to store and manage shopper, contact, and profile information.

    On the other hand, the functions that the Oracle Engagement Cloud solution (with Oracle Customer Experience Cloud for Communications as part of the Sales Cloud portion) can perform that are important to this integration include the following:

    • Consolidates account and contact data originating from multiple sources

    • Standardizes related addresses

    • Resolves duplicates in account and customer data

    • Ensures that you have a trusted customer profile

    • Provide a rich data model to store the relationships within a Comms Household including Customer, Service and Billing accounts

    By integrating these two solutions, you extend Oracle Commerce Cloud to consume account and other customer data maintained by Oracle Engagement Cloud and vice versa. This data includes things such as shopper profiles, shopper addresses, contacts, account information, and more. This integration helps to ensure that the same shared shopper data structure is maintained by integrating the shopper data found on Oracle Commerce Cloud with the related account data found on Oracle Engagement Cloud.

    To better describe the usefulness of this integration, Commerce Cloud already has an account-based shopper account data structure that contains both Account and Contact information. A normal registered shopper data information structure on Commerce Cloud, however, does not need to have Telco account information - only contact, shopper, and profile information.

    1-1

  • In the case of Telco retail situations on Commerce Cloud, however, things are a bit different than normal retail situations in that they actually need to use the traditional account-based shopper data structure (i.e., Account, Billing, Contact, and Account Contact role information) rather than the traditional registered shopper retail information structure (i.e., only contact/shopper/profile information).

    The purpose of the integration, then, is to provide access to the complete set of data that is needed for a successful Telco transaction by integrating the needed data found on Oracle Commerce Cloud with the needed data found on Oracle Engagement Cloud.

    In summary, this integration lets registered shoppers engaged in business-to-customer commerce use the business-to-customer Comms offering. Business-to-customer horizontal commerce only supports a contact, while business-to-customer Comms vertical commerce requires contact and account structure. The integration with OEC enables OCC for Comms to support the full contact/account structures.

    In the end, however, all Telco contact, shopper, and profile information still persists in Commerce Cloud and all of the needed Account details such as Billing profile and Contact-Account role information are persisted only in the CX customer master on Oracle Engagement Cloud.

    This document is written for Oracle Commerce Cloud and Oracle Engagement Cloud administrators who are configuring the integration of these two systems. Readers of this document should have experience with both Oracle Commerce Cloud and Oracle Engagement Cloud.

    Note: Keep in mind that this document focuses only on the Telco aspects of this integration and describes only how to configure integrations of Oracle Commerce Cloud with Oracle Customer Experience Cloud for Communications. The integration configuration described presents just one example of how to set it should be set up. For information about other possible configuration options, refer to the documentation of those specific products.

    Chapter 1

    1-2

  • 2 Understand the Integration

    This chapter provides you with the information needed to better understand the architecture and components of the Oracle Commerce Cloud and Oracle Customer Exp