Before You Install the Recipe

You must perform the following configuration tasks on your Oracle Service Cloud and Oracle CPQ instances in order to successfully connect to these external systems using Oracle Integration and synchronize Oracle Service Cloud incidents with Oracle CPQ transactions.

Configure Oracle Service Cloud

To access Oracle Service Cloud using Oracle Integration and ensure that Oracle Service Cloud incidents and Oracle CPQ transactions are synchorinized, you must perform certain configuration tasks in your Oracle Service Cloud instance.

Log in to your Oracle Service Cloud instance as an Administrator and execute the following tasks.

  1. Complete the prequisite tasks for creating a connection between Oracle Service Cloud and Oracle Integration. See Prerequisites for Creating a Connection in Using the Oracle Service Cloud (RightNow) Adapter with Oracle Integration 3.
  2. Add or edit an incident custom field.
    1. In the navigation pane, click Configuration.
    2. Expand Database, and double-click Custom Fields.
    3. To create a new incident custom field, click Incidents in Custom Fields, and then click New.
    4. Alternatively, to edit a specific incident custom field, click it in the tree.
    5. In the Name field, enter the name of the custom field. For example, CPQTransaction.
    6. Click Data Type and select the data type for the field.
  3. Add the incident custom field to the Incident page.
    1. In the navigation pane, click Configuration.
    2. Expand Application Appearance, and double-click Incident workspace.
    3. In the Insert Field section, select the incident custom field that you created/edited in step 2, and drag it to the Incident workspace.
    4. Click Save.
  4. Add fields to a custom object.
    1. In the navigation pane, click Configuration.
    2. Expand Service, and double-click Object Designer.
    3. Select a package to which you want to add the custom object, or create a new package for the object by clicking New and selecting Package. Enter a name for the package.
    4. Click Fields and then click Add New Field to add a customized field to the custom object.

      For example, you can add the following custom fields:

      Field Type
      title text
      office_phone text
      mobile text
      email text
    5. Click Deploy.
  5. Store values to the custom fields.
    1. In the navigation pane, click Configuration.
    2. Expand Staff Management, select and double-click Staff Accounts by Profile.
    3. Choose an agent from the list. Double-click the agent who will be responsible for creating incidents for customers.
    4. Click Custom Fields, and enter values for the custom fields (title, office_phone, mobile, and email) that you created.
    5. Click Save.
  6. Add products to Oracle Service Cloud in order to ensure that those products are available in Oracle CPQ.
    1. In the navigation pane, click Configuration.
    2. Expand Service and double-click Products, then Categories, and then Dispositions.
    3. To add products, click New and then select Sibling or Child.
    4. Enter the name of the product. Note that the product name must be a combination of part number and name of the product. For example, AS09743-ExampleProduct.
    5. Set Visibility to Admins and click Save.

Configure Oracle CPQ

To access Oracle CPQ using Oracle Integration you must perform certain configuration tasks in your Oracle CPQ instance.

Log in to your Oracle CPQ instance as an Administrator and execute the following tasks.

  1. Create a user account for Oracle Integration with the Web Services Only permission.
    1. On the Oracle CPQ home page, click Admin Drawer on the title bar.
    2. In the Admin navigation pane, expand Users and click Internal Users.
      The User Administration List page appears.
    3. Add the user from the User Administration List page.

      For details, see Setting Up Users.

  2. Obtain the REST Catalog URL. See Prerequisites for Creating a Connection in Using the Oracle CPQ Adapter with Oracle Integration 3.