Streaming is the Way to Go: Event Services for B2C Service - Episode 1

May 25, 2023 | 5 minute read
Vishnu Saseendrababu
Senior Manager, Applications Development
Prabakar Paulsami
Vice President, Applications Development
Senthil Prabhu Palaniswamy
Principal Product Manager
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Customer Service is all about serving customers at the point of need and empowering agents/bots/advocates to solve customer problems proactively. Availability of data is most important for effective customer service and it can be achieved by providing the right amount of data at the right time to the right person, but how do you get there?

Customer Service is a very dynamic business where customer-centric solutions need to be modern and constantly evolved to satisfy customer needs. Oracle B2C service product provides several extensible platforms to cater to such requirements. This article talks about a modern solution for extending B2C service to the cloud platforms, hence opening up new opportunities for integration. 

What is the current state of the extensibility of B2C Service events?

Many Oracle B2C Service customers use the following options to achieve the extensibility of B2C Service events. 

  • Custom Process Models
  • Oracle Integration Cloud

Event Services is a new feature which will have significant advantages over the existing approaches. Events generated in B2C service can now be deliverd in near realtime to OCI native services. This opens up a huge window of opportunities and it simplifies B2C service integrations going forward.

What are we releasing in 23B?

Event Services is a new feature in B2C Service which will notify Oracle Streaming Service stream in your OCI tenancy, whenever an object Create, Update, Delete (CUD) happens. This blog explains what is Event Services and how you can consume events from OCI Stream.

Event Services enables customers to subscribe to the Create, Update, and Delete events of Standard and Custom objects in Oracle B2C Service. Event Services will be delivering the event to the Stream in your tenancy in Cloud Event format. You should have Oracle Streaming Service provisioned to receive the events.

Event Services data flow
Event Services data flow

Which all B2C Service objects do Event Services support?

Event Services supports all custom objects and many standard objects.

Custom Objects All custom objects
Standard Objects    Incident, Contact, Organization, Opportunity, Task, Accounts, Answers, Assets, Service Product, Service Category, Service Disposition   

 

What does the Event format look like?

Events Services will be delivering the events to your OCI Stream in Cloud Event 1.0.2 format. Event will have only metadata of the event that happened. 

{
 "specversion": "1.0",
 "type": "osvc.event.cud",
 "source": "OSVC.<site id>",
 "id": "<unique-uuid>",
 "time": <timestamp format specified as in RFC 3339>,
 "datacontenttype": "application/data type",
 "data": "<list of cud event metadata>",
}

The data field in the cloud event will have the following fields

Action Object ID
Create, Update, or Delete The type of object on which the event occurred (e.g. Incident) The primary key of the object on which the event occurred (e.g. 123 for an incident ID)

 

Sample cloud event
{
 "specversion": "1.0",
 "type": "osvc.event.cud",
 "source": "OSVC.1234",
 "id": "f1b5bc4a-c2fb-4ed6-9092-fe9a451540e7",
 "time": "2023-05-22T04:57:09.04724Z",
 "datacontenttype": "application/json",
 "data": "[{\"action\":\"update\", \"id\":\"15\",\"object\":\"Incident\"},{\"action\":\"create\", \"id\":\"5\",\"object\":\"Contact\"}]"
}

Business Values provided by Event Services feature?

  • Extensibility: Enables the customer to process the CUD events occurring in Oracle B2C Service in OCI or other third-party platform (outside of B2C Service) in a programming language of choice.
  • Data Sync: Enables synchronization of service data with downstream application in a push mode, in near real time, and  empowers customers to get various analytics and business intelligence metrics using service data.
  • Reduced load in B2C Service: With Event Services, the async CPMs in B2C Service can be replaced with applications outside of B2C Service thus relieving B2C service of CPM processing.
  • Object Coverage: Supports all custom objects and most of the standard objects

Prerequisites to onboarding to Event Services

  1. The Oracle B2C Service instance must be on version 22C or higher.
  2. The customer must have Oracle Streaming Service provisioned in their OCI tenancy to receive the events.

How to set up OCI streams to get started with Event Services?

To get started with OCI Event Services, you will need to have an OCI Tenancy and create an OCI OSS Stream in the required region along with cross-tenancy admit policy in the root compartment to allow Oracle Service Cloud OCI to write data to this stream. Once you have created these resources, you can raise a service request at https://cx.rightnow.com to provision Event Services with the following information.

  1. OCID and Messages Endpoint ( found under Stream Details )
  2. Tenancy OCID ( found under Tenancy Information )
  3. and the Site which it should be provisioned for.

For more detailed information on provisioning OCI Event Services, please refer to the attached document. It provides step-by-step instructions on how to create an OCI OSS Stream in the required region , setting up cross-tenancy admit policy in the root compartment to allow Oracle Service Cloud OCI to write data to this stream and on how to get the tenancy OCID from console.

How to consume events from Oracle Streaming Service Stream?

Oracle Streaming Service is an OCI native application. You could consume events from Oracle Streaming Service Stream using the following methods

 

In conclusion, Event Services is a powerful service that allows you to subscribe to events of Standard and Custom objects in Oracle B2C Service which will be delivered to your Oracle Streaming Service stream in your OCI tenancy, in a neat and tidy Cloud Event format. With this feature, you can easily monitor changes in your objects and take appropriate actions when necessary. With Event Services, you can unleash the full potential of OCI Services and use them to process, analyze, and act on your events in your stream. You can also use Oracle B2C Service REST calls to call back and enrich the data if needed. The possibilities are endless! So what are you waiting for? Don’t miss this chance to spice up your B2C service integrations with Event Services.

 

Documentation for reference

Event Services documentation: https://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/c_overview-of-event-services.html
 

Questions or feedback?  

We are really excited for you, to try this feature.  

Please feel free to reach us for any comments or feedback or clarifications via: sanjay.m.santhosh@oracle.comsenthil.prabhu.palaniswamy@oracle.comvishnu.saseendrababu@oracle.com and prabakar.paulsami@oracle.com


Keep watching this blog for next episodes for Event Services!

Vishnu Saseendrababu

Senior Manager, Applications Development

Prabakar Paulsami

Vice President, Applications Development

Senthil Prabhu Palaniswamy

Principal Product Manager


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