Course Overview
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.
Who should attend
- Systems Architects
- Application Developers
- System Analysts
- Implementation Consultant
Prerequisites
- Covers areas which may be impacted by development
- Covers report analytics which may be impacted by development
- OR-D97625
- OR-D97587
Course Objectives
- 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
Course Content
- 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