
Implementing Oracle Integration Cloud Service
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Before we can build our integration, let's get acquainted with the SaaS applications we are going to integrate with. As shown in the previous diagram our inbound call is a notification send by Salesforce, this is in itself an asynchronous call. The notification is triggered when a Case in Service Cloud is escalated. Oracle ICS supports an out-of-the-box (OOTB) adapter that supports inbound interactions from Salesforce to ICS. Without a lot of extra configuration in Salesforce the adapter in ICS is capable of receiving notifications.
Our outbound call is also using an OOTB Cloud adapter, but Twilio. Twilio provides a Cloud service to send messages using SMS, MMS and voice messaging to mobile phones. The response of the message will create a new comment for the case that is escalated, mentioning the case owner received a SMS.
For this integration, we are going to use Service Cloud. Service Cloud is a customer service application. One major component is for...