Services for SOAP

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31 Οκτ 2013 (πριν από 3 χρόνια και 9 μήνες)

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© RightNow Technologies, Inc.

RightNow Connect Web
Services for SOAP

Chris Omland

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 cost
-
effectively integrate RightNow CX within enterprise systems and
extend business capabilities

Contact Center

Agent

Web

Social

Existing

Systems

Expertise

Over 1 billion integration transactions per year

Over 400% growth in transaction volume in 2009

Years of integration API experience


Key Integration Capabilities

Data

Integration

Web
Integration

Extending, unifying and automating the dynamic
agent desktop including agent workflow, scripting
and contextual workspaces

Real
-
time access and synchronization of data
regardless of location: back office, contact
center, web and social

Extending the CX experience to existing web
solutions through integration of data and
services at the application server, website or
agent desktop.

Desktop

Extensibility

Data Integration Capabilities

Data Integration Capabilities

Integration

Technology

Paradigm

Backward

Compatible

Advantages

Disadvantages

Best for…

Connect

Data
Integration

client/server

API libraries

YES


eigh
-
level Amfs w/helper
functions.


lptimizations
for batching.


kot all languages / platforms
supported


aeployment of client side
libraries


Most data
integration
scenarios


Bulk
or discrete data
integration


䍬ient/server

or
server/server


gavaI .kbT or 䌫+ developers

Data Integration Capabilities

Integration

Technology

Paradigm

Backward

Compatible

Advantages

Disadvantages

Best for…

Connect

Data
Integration

client/server

API libraries

YES


eigh
-
level Amfs w/helper
functions.


lptimizations
for batching.


kot all languages / platforms
supported


aeployment of client side
libraries


Most data
integration
scenarios


Bulk
or discrete data
integration


䍬ient/server

or
server/server


gavaI .kbT or 䌫+ developers

XML
-
API

client/server

XML over
HTTP

YES *

(May

’09

forward)


iow
-
level wire
-
protocol for
XML skilled
developers


Supported on “old”
versions


crozenI not N00┠of capabilities


Strong uMi development
skills


䍯nnect not
available for
language

Data Integration Capabilities

Integration

Technology

Paradigm

Backward

Compatible

Advantages

Disadvantages

Best for…

Connect

Data
Integration

client/server

API libraries

YES


eigh
-
level Amfs w/helper
functions.


lptimizations
for batching.


kot all languages / platforms
supported


aeployment of client side
libraries


Most data
integration
scenarios


Bulk
or discrete data
integration


䍬ient/server

or
server/server


gavaI .kbT or 䌫+ developers

XML
-
API

client/server

XML over
HTTP

YES *

(May

’09

forward)


iow
-
level wire
-
protocol for
XML skilled
developers


Supported on “old”
versions


crozenI not N00┠of capabilities


Strong uMi development
skills


䍯nnect not
available for
language

ODBC

ODBC
-
based
database
access

NO


airect database
access


laB䌠
standard


Read
-
only


aelayed data (not real
-
time)


䕸poses
physical schema
(fragile)


Tooling requires

laBC


Data isn’t real
-
time


oeworking for upgrades lh

Data Integration Capabilities

Integration

Technology

Paradigm

Backward

Compatible

Advantages

Disadvantages

Best for…

Connect

Data
Integration

client/server

API libraries

YES


eigh
-
level Amfs w/helper
functions.


lptimizations
for
batching


kot all languages / platforms
supported


aeployment of client side
libraries


Most data
integration
scenarios


Bulk
or discrete data
integration


䍬ient/server

or
server/server


gavaI .kbT or 䌫+ developers

XML
-
API

client/server

XML over
HTTP

YES *

(May

’09

forward)


iow
-
level wire
-
protocol for
XML skilled
developers


Supported on “old”
versions


crozenI not N00┠of capabilities


Strong uMi development
skills


䍯nnect not
available for
language

ODBC

ODBC
-
based
database
access

NO


airect database
access


laB䌠
standard


Read
-
only


aelayed data (not real
-
time)


䕸poses
physical schema
(fragile)


Tooling requires

laBC


Data isn’t real
-
time


oeworking for upgrades lh

Data
Integration

Partners

Data
Integration
Tooling


(software or
appliance)

YES *

(depends

on
API)


High
-
level
integration

tools


llTB connectors for apps


oapid
deployment


Addt'l expense of tooling


S
erver
-

-
server
integration


䕸isting

connectors for apps


near
real
-
time
synchronization


data cleansing


䍯mplex multi
-
app

scenarios


fT bTi

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