Prepare Oracle CRM On Demand for Riva Cloud Corporate

Riva Cloud Corporate requires a connection to Oracle CRM On Demand using an admin-level account that can impersonate target user CRM user accounts. Riva Cloud supports customers with public internet access who use

• Exchange Web Services (EWS) 2007 or 2010 — on-premises or hosted. (Riva Cloud is not available for customers with on-premises or hosted Exchange 2003 user accounts.)

• Internet accessible login to their CRM account.

These instructions are specific to preparing for Riva Cloud Corporate connections to Oracle CRM On Demand.

The following preparations must be completed:

1. Prepare a Riva connection account:
   • Ensure that the "Role" assigned to the Riva connection account is properly configured and
   • Ensure that the "Books" feature is enabled;
2. Prepare the target user accounts:
   • Enable delegate user access on the target user accounts.

Step 1: Prepare a Riva Connection Account in Oracle CRM On Demand

The Riva connection to the target CRM must be configured to use the credentials of an administrator-level account. For Oracle CRM On Demand, choose one of the following options:

• Use an existing account assigned to the "Administrator" role or
• Create an account in Oracle CRM On Demand for Riva, for example riva or rivasvc, and assign it to the "Administrator" role.

Configure the Oracle Role for the Riva connection account

The privileges for the Oracle Role that is assigned to the Riva connection account must be configured:

• Do not enable the "Desktop/Mobile > Enable PIM Sync Access" privilege.
• Enable the "Integration: Integration Event > Enable Integration Event Access" privilege.
• Enable the "Integration: Web Services > Enable Web Services Access" privilege.

Verify that the Books feature is enabled

Riva can sync contacts filtered by "Books". To make use of this filter method, the "Books" feature must be enabled in the CRM and the Riva sync policy must be configured to filter contacts using "Must be owner".

The "Books" feature is normally enabled and set up for the administrator role. Use the procedures described at Verifying book setup for the administrator role to verify that the "Books" feature is enabled and properly configured.

Step 2: Prepare the Target Users in Oracle CRM On Demand

The primary email address of the target user's email account must match the primary email attribute value in Oracle CRM On Demand for the corresponding target users.

Add the Riva Connection account as a delegate for target users

The Riva connection account must be added as a delegate to each of the target users.

Adding delegates for users (administrator).

Notes

Audit trail in Oracle CRM shows that the Riva user made the modifications. Oracle CRM does not provide an API to allow one central account to make changes on behalf of another account.

Riva CRM logs can be used to trace edits back to individual users if required.