Oracle Service Cloud Integration for Developers Ed 1

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1 Oracle University Contact Us: Local: Intl: Oracle Service Cloud Integration for Developers Ed 1 Duration: 5 Days What you will learn The class covers how to extend the Service Cloud object model (CCOM) and query language (ROQL) applicable to all APIs before moving on to specific areas covering customizing the Customer Portal, integration using SOAP and REST APIs, and extending the Service Console via.net add-ins. The class is modular in design and therefore can be customized for private events to focus on areas of greatest interest. The aim of the class is to enable the development team to begin to extend Service Cloud effectively. The class uses demonstrations and hands-on exercises to consolidate techniques. The class is for development members of the team and assumes good knowledge of object-oriented techniques and languages. Key programming languages used are PHP, Javascript, Java and C#. Full solutions are provided so the class is also applicable to those who wish to gain an understanding of these areas without necessarily having to complete all hands-on exercises in detail. A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made. Audience Application Developers Implementation Consultant System Analysts Systems Architects Related Training Suggested Prerequisites Covers areas which may be impacted by development Covers report analytics which may be impacted by development Oracle Service Cloud (RightNow) Administration Oracle Service Cloud (RightNow) Analytics Course Objectives Understand and modify the Connect Common Object Model Modify the Customer Portal for appearance and behaviour Integrate with Service Cloud using Connect Web Services for SOAP Integrate with Service Cloud using the Connect REST API Copyright 2013, Oracle. All rights reserved. Page 1

2 Extend the Service Console using Desktop Add-ins for Visual Studio Understand integration options for Oracle Service Cloud and where to use these APIs Extend Service Cloud processes Course Topics Custom Objects Adding Fields to Standard Objects Creating new Custom Objects Object Relationships Custom Menus Custom Object Deployment Exporting and Importing object definitions Importing Data Connect Common Object Model (CCOM) Advantages Objects and Fields Notation Primary and Sub Objects Custom objects in CCOM Named IDs and Lists Using Documentation RightNow Object Query Language (ROQL) Use in APIs Types of queries Query syntax Custom objects in ROQL Using relationships in ROQL Join types Connect Object Explorer Customer Portal (CP) Basic Editing Framework versioning and migration CP Reference App CP file structure and access Themes, Templates, Pages and Widgets RN Namespace tags Editing CP files CP development process Customer Portal Look and Feel Style sheets Themes Use of RN tags Message Bases Meta, Content, Widget, Condition and Container tags Copyright 2013, Oracle. All rights reserved. Page 2

3 Page Sets Customer Portal Standard and Syndicated Widgets Standard widgets and documentation Widget paths, placement tags and configuration parameters Widget CSS Widget versioning Syndicated Widget configuration Customer Portal Custom Widgets The Widget Builder Widget folder structure Extending Standard Widgets Widget files: controller, view, javascript, optional files Yahoo User Interface Library (YUI) Widget attributes Testing Widgets Customer Portal Models and Controllers Standard Models Custom Models Connect PHP API Compare widget and shared (custom) controllers Calling models from controllers Connect PHP in widget controllers Custom Controllers parameters and return values, JSON Custom Controller functions Customer Portal Building Widgets with Controller Logic MVC pattern in widgets Use of AJAX Interaction between View and logic.js Events and Event model Calling a Controller from a Widget Testing a widget Connect Web Services for SOAP (CWSS) Purpose of CWSS Supported operations Object templates Create, Get, Update and Destroy Use of ROQL; Tabular and Object queries Other supported operations Data and query limits Java example Connect Web Services for SOAP Advanced Handling Custom Objects and use of Generic Objects Bulk Operations Batch Operations and use of transactions Chain Operations Copyright 2013, Oracle. All rights reserved. Page 3

4 Connect REST API Overview of REST API REST API endpoints REST API Tabular and Object queries Sorting results Authentication Testing with a browser REST API documentation Connect REST API Using in Code HTTP verbs used in the API Use of JSON Sending Requests PHP code examples REST exceptions Simple Java example Running Analytics Reports File attachment handling Custom Processes What are Custom Processes Enabling Custom processes Object Event Handler structure The Process Designer Creating a Custom Process How Custom Processes are triggered Best practices Hooks Purpose of Hooks How to create a Hook Single Sign On (SSO) Explain the purpose of SSO SSO Options in Service Cloud Enabling and Configuring a site for SSO Service Console (Desktop) Add-Ins Overview Add-In.NET framework Add-In Component examples Add-In Project Templates for Visual Studio C# Installing Add-In templates Service Console Add-Ins Writing an Add-In Add-In Files Developer Mode Opening a Visual Studio Add-In template Modifying Template Code Testing locally Deploying a tested Add-In Mobile Copyright 2013, Oracle. All rights reserved. Page 4

5 Overview of Service Cloud Mobile support Customizing pages for Mobile Page Set Mappings Integration with External Systems Overview of integration options Overview of Integration Cloud Service Accelerators: Sales Cloud, E-Business Suite, Siebel, Out of Office Mobile Application Framework How to download and use an Accelerator Accessibility Awareness Meaning of Accessibility for systems Why this is necessary Accessibility Considerations when Customizing Customer Portal Security Risk Mitigation Overview of common security risks and mitigations Specific Service Cloud Security Practices Documentation Copyright 2013, Oracle. All rights reserved. Page 5