Getting ready

Before we can build our integration, let's get acquainted with the SaaS applications we are going to integrate with. As shown in the previous diagram our inbound call is a notification send by Salesforce, this is in itself an asynchronous call. The notification is triggered when a Case in Service Cloud is escalated. Oracle ICS supports an out-of-the-box (OOTB) adapter that supports inbound interactions from Salesforce to ICS. Without a lot of extra configuration in Salesforce the adapter in ICS is capable of receiving notifications.

Our outbound call is also using an OOTB Cloud adapter, but Twilio. Twilio provides a Cloud service to send messages using SMS, MMS and voice messaging to mobile phones. The response of the message will create a new comment for the case that is escalated, mentioning the case owner received a SMS.

Setting up Salesforce

For this integration, we are going to use Service Cloud. Service Cloud is a customer service application. One major component...