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Environment
Oracle B2C Service Browser UI

Requirements:

CX 25A or newer

An Oracle Autonomous Data Warehouse (ADW) instance. ATP (Autonomous Transaction Processing) is also supported.

Data Sync is under Limited Availability, please submit a service request to have your site enabled.

Resolution: 
Data Sync enables customers to synchronize their Oracle B2C Service data into an external Oracle database. This provides customers with a dedicated data warehouse where they can store and analyze data using APEX or Oracle Analytics Cloud, empowering them to make more informed business decisions. The APEX AI Assistant helps you author SQL queries over your application data model by understanding your natural language description of what data you want to retrieve. This eliminates the process of looking up exact database table and column names or precise SQL syntax.

Supported Pods

Phoenix (PHX), Ashburn (IAD), Frankfurt (FRA), London (LHR), São Paulo (SP), Sydney (SN)

Steps for Setting Up Oracle Autonomous Data Warehouse (ADW)

1. Purchase and Set Up Data Sync
   Begin by purchasing and configuring an Oracle Autonomous Data Warehouse (ADW).
   • Free Version Considerations
     If using the free version of ADW, note that it includes:
     A 20GB limit per database. If you decide to try the free ADW trial, please test the data sync with a small table.
     Support for up to 30 concurrent sessions.
2. Consult with Your Sales Representative
   Work with your Sales Representative to identify the best ADW configuration for your business needs.
3. Choose Deployment Type
   The deployment type of ADW should align with your IT requirements. Consult your IT team for guidance.
4. Recommended Workload Type
   For optimal performance, select Analytics and Data Warehousing as the workload type during setup.
5. Consider APEX Integration
   When purchasing ADW, you have the option to enable Oracle APEX. This integration is highly recommended as it enhances ADW functionality by enabling the rapid creation of visually appealing, complex reports while reducing administrative overhead.
6. Reference Additional Documentation
   For more information, refer to the Oracle Autonomous Data Warehouse documentation linked at the bottom of this guide/Answer.
    

ADW Set up with Oracle B2C Service

1. After ADW has been provisioned, allow access to the database for the specified IP address based on where your site is located in the region. 
   As of 25A, these are the supported regions:
   • Ashburn 
   • Frankfurt 
   • London
   • Phoenix
   • Sao Paolo
   • Sydney
2. Check 'Require mutual TLS (mTLS) authentication'
3. Create user with the following access:
   DEFINE username = 'username'; (Please select your own username)
   CREATE USER &username IDENTIFIED BY password; 
   GRANT CREATE SESSION, CREATE TABLE, CREATE SEQUENCE, CREATE TRIGGER, CREATE SYNONYM TO &username; 
   GRANT UNLIMITED TABLESPACE TO &username;
   • The credential will be used for the BUI ADW credentials as described in the next section.
4. It is recommended to use the feature Gradual Password Rollover to minimize application downtime. Please see this Blog Post for more information
   • Use link  https://blogs.oracle.com/cloudsecurity/post/change-passwords-without-application-downtime  

Credentials and Data Selection in Oracle B2C Service Agent Browser UI

From the Agent Browser UI, navigate to the Administration page. By default, the Administration page can be found in the Navigation Set under the Configuration menu. 

Locate the Data Sync Admin Card and click on the card. 

A page will open with a guided train to: 

1. Add or edit credentials

• Add your credentials, Wallet, and Service Name
  -You can also select without TLS which does not include the Wallet
• The are the credentials created in Step 3 in the above section.
• The Wallet is from the ADW Connection Page. It is recommended to use the Instance Wallet.
• The Service Name is from ADW Connection Page in the Connection Strings section.

2. Next select the sub tab Data Selection. Here is where you can select the tables and columns you would like to sync from the B2C DB to your ADW. You can select the entire table or select specific columns of that table. 

As of 25A, the following tables are available to sync with an ADW:

• Incidents
• Contacts 
• Tasks 
• Organizations 
• Product, Category, Disposition Menus 
• File Attachments (Meta Data only)
• Mailbox 
• Accounts 
• Answers
• Channels 
• Incident Queues 
• Incident Status 
• Incident to Contacts
• Interfaces 
• Languages 
• SLA Instances
• Incident Threads
• Transactions 
• Custom Objects 

Custom fields are also supported for incidents. 

Other tables from the B2C Service data dictionary will be added in future releases. 

3. Once you have made your selections, you can select Deploy by clicking on the right arrow and coming soon it will be in the toolbar. This action is the syncing of data from the B2C Service database to AWD. 

The deployment process may take several days to complete, depending on the size of the data being synchronized. During this period, avoid initiating any other processes on your site, such as upgrades, deployment of custom objects or fields, provisioning additional features, or similar actions.

The phases of deployment include the following: 

1. Scheme creation
2. Snapshot-retrieves all the historical data
3. Enables near-real time syncing of new data

Once the deployment is completed, a Real Time Status and History Details page will display. This page will also be the first page displayed when selecting the Data Sync admin card after a deployment. 

To edit the Data Sync credentials or data to sync, click on the Edit button on the Real Time Status and History Details page. You will be brought back to the guided train to edit.

To roll back the deployment, use the “Rollback” button located in the toolbar under Data Selection. Selecting “Rollback” will terminate any ongoing deployment and will remove the replication. However, any data that is already replicated in ADW, will remain in ADW. The rollback feature will be enhanced in future releases.

References: 

• https://www.oracle.com/autonomous-database/ 
• https://www.oracle.com/autonomous-database/pricing/#cost-estimator
• https://apex.oracle.com/en/

Other considerations:

• Oracle ATP is also supported.
• The data sync with ADW or ATP will support near time automatic updates.