RightNow Connect Web Services for SOAP Chris Omland © RightNow Technologies, Inc. Hello & Introduction RightNow’s CX Cloud Platform: First and only cloud application platform purpose-built and designed to deliver superior, consistent experiences across every customer interaction. The CX Cloud Platform enables organizations to rapidly deploy, integrate, extend, and knowledge-enable RightNow’s suite of CX applications. Chris Omland Product Manager Integration Platform Centers of Excellence Enterprise Integration & Extensibility Open, standards based capabilities and tools to rapidly and costeffectively integrate RightNow CX within enterprise systems and extend business capabilities Contact Center Agent Web Expertise Over 1 billion integration transactions per year Over 400% growth in transaction volume in 2009 Years of integration API experience Social Existing Systems Key Integration Capabilities Desktop Extensibility Extending, unifying and automating the dynamic agent desktop including agent workflow, scripting and contextual workspaces Data Integration Real-time access and synchronization of data regardless of location: back office, contact center, web and social Web Integration Extending the CX experience to existing web solutions through integration of data and services at the application server, website or agent desktop. Data Integration Capabilities Data Integration Capabilities Integration Technology Connect Data Integration Paradigm client/server API libraries Backward Compatible YES Advantages •High-level APIs w/helper functions. •Optimizations for batching. Disadvantages Best for… •Not all languages / platforms supported •Most data integration scenarios •Deployment of client side libraries •Client/server or server/server •Bulk or discrete data integration •Java, .NET or C++ developers Data Integration Capabilities Integration Technology Connect Data Integration XML-API Paradigm client/server API libraries client/server XML over HTTP Backward Compatible YES Advantages •High-level APIs w/helper functions. •Optimizations for batching. YES * (May ’09 forward) •Low-level wire-protocol for XML skilled developers •Supported on “old” versions Disadvantages Best for… •Not all languages / platforms supported •Most data integration scenarios •Deployment of client side libraries •Client/server or server/server •Bulk or discrete data integration •Java, .NET or C++ developers •Strong XML development skills •Frozen, not 100% of capabilities •Connect not available for language Data Integration Capabilities Integration Technology Connect Data Integration Paradigm client/server API libraries XML-API client/server XML over HTTP ODBC ODBC-based database access Backward Compatible YES Advantages •High-level APIs w/helper functions. •Optimizations for batching. YES * (May ’09 forward) •Low-level wire-protocol for XML skilled developers •Supported on “old” versions Disadvantages •Not all languages / platforms supported •Most data integration scenarios •Deployment of client side libraries •Client/server or server/server •Bulk or discrete data integration •Java, .NET or C++ developers •Strong XML development skills •Frozen, not 100% of capabilities •Connect not available for language •Read-only NO Best for… •Direct database access •Delayed data (not real-time) •ODBC standard •Exposes physical schema (fragile) •Tooling requires ODBC •Data isn’t real-time •Reworking for upgrades OK Data Integration Capabilities Integration Technology Connect Data Integration Paradigm client/server API libraries XML-API client/server XML over HTTP ODBC ODBC-based database access Backward Compatible YES Advantages •High-level APIs w/helper functions. •Optimizations for batching YES * (May ’09 forward) •Low-level wire-protocol for XML skilled developers •Supported on “old” versions Disadvantages •Not all languages / platforms supported •Most data integration scenarios •Deployment of client side libraries •Client/server or server/server •Bulk or discrete data integration •Java, .NET or C++ developers •Strong XML development skills •Frozen, not 100% of capabilities •Connect not available for language •Read-only NO Best for… •Direct database access •Delayed data (not real-time) •ODBC standard •Exposes physical schema (fragile) •Tooling requires ODBC •Data isn’t real-time •Reworking for upgrades OK •Server-to-server integration Data Integration Partners Data Integration Tooling (software or appliance) •Existing connectors for apps YES * (depends on API) •High-level integration tools •OOTB connectors for apps •Rapid deployment •near real-time synchronization •Addt'l expense of tooling •data cleansing •Complex multi-app scenarios •IT ETL skills (not necessarily coders) Connect Web Services for SOAP Connect Web Services for SOAP Open & standards based integration capabilities to data contained within RightNow Open Consumable by customers with or without RightNow professional services Fully documented and available resources for self sufficiency Non-proprietary protocols Standards Confidence of interoperability Consumable by tooling and processes that understand the standards Key Operations Create, Read, Update, Destroy (CRUD) Marketing Operations Send mailing to a contact Execute a campaign flow Download & upload file attachments Management & Configuration Staff accounts, products, categories, dispositions Helper operations Reset a contacts password Key API Operational Enhancements New object model Logical class hierarchy Fields that were set by id can be set by id or name • NamedID adID = new NamedID(); adID.Name = "US"; address.Country = adID; Operation to lookup id and label pairs • GetNamedIdValues(“Contact.Address.Country”) Control amount of data returned on read operations Optimized API Bulk operations Mixed object CRUD capabilities • Create a contact, incident & organization in a single request Batch operations Mixed operation capabilities Can create, update, delete and send mailing to a contact in a single request Chaining operations Supported on CRUD operations Can create a new contact and “chain” the contact id to a new incident, setting the incident contact, in a single request RightNow Object Query Language ROQL – Pronounced “Rockwell” SQL like query language that is backward compatible Access to only those objects exposed in the API Not the entire schema Coverage will continue to grow as the API evolves API Comparison WSDL XML-API Connect CRUD Core Objects* Yes Yes Yes Utility functions Yes Yes Yes Execute Analytics Report No Yes Yes ROQL Yes No No Direct SQL No Yes Yes Customize API** No Yes No *Core object model is broken down on next slide **Customize API can be broken down into 4 main use cases, none are supported by the WSDL -Custom table access -Custom request / response processing -Queuing for high volume integrations -Server side logic for custom behavior RightNow Core Object Model Service Answers Contacts Incidents Organizations Tasks Sales Opportunities Management & Configuration Account Sales Product Service Categories Service Disposition Service Product Integration Recommendations Recommendations All new data integrations use Connect Web Services for SOAP Existing integrations migrate to Connect Web Services for SOAP Step 1: Abstract out through interfaces Step 2: Validate integration Step 3: Migrate to Connect Web Services for SOAP Supplement Connect Web Services for SOAP Abstract & isolate supplemental behavior Resources & Questions Resources Documentation http://community.rightnow.com/developer/fileexcha nge/Connect_Web_Services_for_SOAP/Default.ht m • Getting Started • API Guides • Sample Code Developer Blog http://www.rightnow.com/devblog Community http://communities.rightnow.com/developer Thank You & Questions
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