RightNow Connect Web Services for SOAP

RightNow Connect Web Services for SOAPChris Omland RightNow Technologies, Inc.Speak about my goals for today's session:Introduction to me and my roleBase understanding of the CX Platform and the 3 types of integration capabilitiesUnderstand what Connect Web Services for SOAP is and why we did this1Hello & Introduction

RightNows 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 RightNows suite of CX applications.

Chris OmlandProduct Manager IntegrationPlatform Centers of Excellence

Enterprise Integration & ExtensibilityOpen, 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

ExpertiseOver 1 billion integration transactions per yearOver 400% growth in transaction volume in 2009Years of integration API experience

3

Key Integration CapabilitiesData IntegrationWeb IntegrationExtending, unifying and automating the dynamic agent desktop including agent workflow, scripting and contextual workspacesReal-time access and synchronization of data regardless of location: back office, contact center, web and socialExtending the CX experience to existing web solutions through integration of data and services at the application server, website or agent desktop.DesktopExtensibility

4Data Integration CapabilitiesData Integration CapabilitiesIntegrationTechnologyParadigmBackwardCompatibleAdvantagesDisadvantagesBest forConnect Data Integrationclient/serverAPI librariesYESHigh-level APIs w/helper functions.Optimizations for batching.Not all languages / platforms supportedDeployment of client side librariesMost data integration scenariosBulk or discrete data integrationClient/server or server/serverJava, .NET or C++ developersData Integration CapabilitiesIntegrationTechnologyParadigmBackwardCompatibleAdvantagesDisadvantagesBest forConnect Data Integrationclient/serverAPI librariesYESHigh-level APIs w/helper functions.Optimizations for batching.Not all languages / platforms supportedDeployment of client side librariesMost data integration scenariosBulk or discrete data integrationClient/server or server/serverJava, .NET or C++ developersXML-APIclient/serverXML over HTTPYES *(May 09 forward)Low-level wire-protocol for XML skilled developersSupported on old versionsFrozen, not 100% of capabilitiesStrong XML development skillsConnect not available for languageData Integration CapabilitiesIntegrationTechnologyParadigmBackwardCompatibleAdvantagesDisadvantagesBest forConnect Data Integrationclient/serverAPI librariesYESHigh-level APIs w/helper functions.Optimizations for batching.Not all languages / platforms supportedDeployment of client side librariesMost data integration scenariosBulk or discrete data integrationClient/server or server/serverJava, .NET or C++ developersXML-APIclient/serverXML over HTTPYES *(May 09 forward)Low-level wire-protocol for XML skilled developersSupported on old versionsFrozen, not 100% of capabilitiesStrong XML development skillsConnect not available for languageODBCODBC-based database accessNODirect database accessODBC standardRead-onlyDelayed data (not real-time)Exposes physical schema (fragile)Tooling requires ODBCData isnt real-timeReworking for upgrades OKData Integration CapabilitiesIntegrationTechnologyParadigmBackwardCompatibleAdvantagesDisadvantagesBest forConnect Data Integrationclient/serverAPI librariesYESHigh-level APIs w/helper functions.Optimizations for batchingNot all languages / platforms supportedDeployment of client side librariesMost data integration scenariosBulk or discrete data integrationClient/server or server/serverJava, .NET or C++ developersXML-APIclient/serverXML over HTTPYES *(May 09 forward)Low-level wire-protocol for XML skilled developersSupported on old versionsFrozen, not 100% of capabilitiesStrong XML development skillsConnect not available for languageODBCODBC-based database accessNODirect database accessODBC standardRead-onlyDelayed data (not real-time)Exposes physical schema (fragile)Tooling requires ODBCData isnt real-timeReworking for upgrades OKData IntegrationPartnersData Integration Tooling

(software or appliance)YES *(depends on API)High-level integration toolsOOTB connectors for appsRapid deploymentAddt'l expense of toolingServer-to-server integration Existing connectors for appsnear real-time synchronizationdata cleansingComplex multi-app scenariosIT ETL skills (not necessarily coders)Connect Web Services for SOAPConnect Web Services for SOAPOpen & standards based integration capabilities to data contained within RightNow

OpenConsumable by customers with or without RightNow professional servicesFully documented and available resources for self sufficiencyNon-proprietary protocols

StandardsConfidence of interoperabilityConsumable by tooling and processes that understand the standardsKey OperationsCreate, Read, Update, Destroy (CRUD)Marketing OperationsSend mailing to a contactExecute a campaign flowDownload & upload file attachmentsManagement & ConfigurationStaff accounts, products, categories, dispositionsHelper operationsReset a contacts password

Key API Operational EnhancementsNew object modelLogical class hierarchyFields that were set by id can be set by id or nameNamedID adID = new NamedID();adID.Name = "US";address.Country = adID;Operation to lookup id and label pairsGetNamedIdValues(Contact.Address.Country)Control amount of data returned on read operationsOptimized APIBulk operationsMixed object CRUD capabilitiesCreate a contact, incident & organization in a single requestBatch operationsMixed operation capabilitiesCan create, update, delete and send mailing to a contact in a single requestChaining operationsSupported on CRUD operationsCan create a new contact and chain the contact id to a new incident, setting the incident contact, in a single requestRightNow Object Query LanguageROQL Pronounced RockwellSQL like query language that is backward compatibleAccess to only those objects exposed in the APINot the entire schemaCoverage will continue to grow as the API evolvesAPI ComparisonWSDLXML-APIConnectCRUD Core Objects*YesYesYesUtility functionsYesYesYesExecute Analytics ReportNoYesYesROQLYesNo No Direct SQLNo YesYesCustomize API**NoYesNo*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 behavior16RightNow Core Object ModelServiceAnswersContactsIncidentsOrganizationsTasksSalesOpportunitiesManagement & ConfigurationAccountSales Product Service CategoriesService DispositionService Product17Integration RecommendationsRecommendationsAll new data integrations use Connect Web Services for SOAPExisting integrations migrate to Connect Web Services for SOAPStep 1: Abstract out through interfacesStep 2: Validate integrationStep 3: Migrate to Connect Web Services for SOAPSupplement Connect Web Services for SOAPAbstract & isolate supplemental behaviorResources & QuestionsResourcesDocumentationhttp://community.rightnow.com/developer/fileexchange/Connect_Web_Services_for_SOAP/Default.htmGetting StartedAPI GuidesSample CodeDeveloper Bloghttp://www.rightnow.com/devblogCommunityhttp://communities.rightnow.com/developerThank You & Questions