Überblick
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.
Zielgruppe
- Systems Architects
- Application Developers
- System Analysts
- Implementation Consultant
Voraussetzungen
Suggested Prerequisites:
- Covers areas which may be impacted by development
- Covers report analytics which may be impacted by development
Kursziele
- 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
- 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
Produktbeschreibung
- Custom Objects
- Connect Common Object Model (CCOM)
- RightNow Object Query Language (ROQL)
- Customer Portal (CP) Basic Editing
- Customer Portal Look and Feel
- Customer Portal Standard and Syndicated Widgets
- Customer Portal Custom Widgets
- Customer Portal Models and Controllers
- Customer Portal Building Widgets with Controller Logic
- Connect Web Services for SOAP (CWSS)
- Connect Web Services for SOAP Advanced
- Connect REST API
- Connect REST API Using in Code
- Custom Processes
- Hooks
- Single Sign On (SSO)
- Service Console (Desktop) Add-Ins Overview
- Service Console Add-Ins Writing an Add-In
- Mobile
- Integration with External Systems
- Accessibility Awareness
- Security Risk Mitigation
Outline
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
- 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
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
- 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
Individueller Schulungseinstieg mit Oracle Training On Demand
Online-Training über das Internet, verfügbar rund um die Uhr, an sieben Tagen die Woche. Sie greifen auf gestreamte Vorträge zu, Whiteboards und Lab-Aktivitäten, können im Video suchen, es unterbrechen oder zurückspulen. Es handelt sich hierbei um aufgezeichnete Kurse. Der Zugang wird nur registrierten Benutzern gewährt (Named-User-Basis). Sie haben ab Wirksamkeitsdatum der Buchung 90 Tage Zugriff auf die Kurse.