Znuny & Oracle CRM Integration Extension – Sync Accounts, Contacts and Service Requests

Summary: The Znuny & Oracle CRM Integration Extension connects your help desk with Oracle CRM systems. It supports both Oracle CRM On Demand (legacy) and Oracle CX Cloud / Fusion CRM (modern). The integration synchronizes Accounts, Contacts, and Service Requests, ensuring agents and CRM teams share a single source of truth.

Why This Integration Matters

Oracle CRM remains a core platform for sales, service, and customer data in many enterprises. Without integration, service desk and CRM data stay siloed, leading to duplicate records and poor traceability. The Znuny–Oracle CRM Integration ensures tickets, contacts, and service requests stay synchronized across systems.

• Unified customer data
  see Oracle Accounts and Contacts directly in Znuny
• Service request mapping
  synchronize Znuny tickets with Oracle Service Requests
• Activity tracking
  log Znuny ticket articles as Oracle Interactions or Activities
• Improved collaboration
  sales, service, and support teams share one dataset

What Does the Integration Offer?

The extension builds a two-way synchronization between Znuny and Oracle CRM objects.

• sync Znuny customers with Oracle Accounts and Contacts
• map Znuny tickets to Oracle Service Requests
• log ticket articles as Oracle Activities or Interactions
• link multiple Znuny tickets to a single Service Request
• log all synchronization actions in ticket history for auditability

Key Features:

• Account & Contact synchronization
  keep Oracle CRM and Znuny aligned
• Service request linking
  tickets become Oracle Service Requests
• Activity logging
  articles are mirrored as Oracle Activities
• Bidirectional updates
  status changes flow between Znuny and Oracle CRM
• Role-based permissions
  control who can sync and escalate tickets

Why Use Znuny–Oracle CRM Integration?

This extension aligns your help desk with Oracle’s CRM ecosystem:

• 360° customer visibility
  agents see Accounts, Contacts, and Service Requests from Oracle CRM
• Process efficiency
  reduce duplicate entry and ensure data consistency
• Traceability
  link support tickets to Oracle CRM Service Requests
• Compliance
  audit-ready synchronization logs for governance

Workflow Example

1. A new ticket is created in Znuny by a customer
2. The extension checks for a matching Oracle Contact or Account
3. If not found, a new Contact/Account can be created in Oracle CRM
4. The Znuny ticket is synchronized into Oracle as a Service Request
5. Ticket articles are logged as Oracle Activities or Interactions
6. Status changes in Oracle CRM are synced back into Znuny

Prerequisites

• An available Oracle CRM test instance (Oracle CRM On Demand or Oracle CX Cloud)
• For Oracle CX Cloud / Fusion CRM: access to Oracle REST APIs (Service Requests, Accounts, Contacts, Activities) with OAuth2 authentication
• For Oracle CRM On Demand (legacy): enabled SOAP APIs or REST endpoints for Service Requests and Business Objects
• API user credentials with rights to manage Accounts, Contacts, and Service Requests
• Appropriate security roles configured in Oracle CRM for API access

Conclusion

The Znuny & Oracle CRM Integration Extension bridges customer support and Oracle’s CRM systems—both legacy On Demand and modern CX Cloud. It synchronizes Accounts, Contacts, and Service Requests, giving all teams consistent, auditable data.

Get started today and connect your Znuny help desk with Oracle CRM for full enterprise visibility.

FAQ

Which Oracle CRM systems are supported?

Both Oracle CRM On Demand (legacy) and Oracle CX Cloud / Fusion CRM are supported.

Which objects are synchronized?

Accounts, Contacts, Service Requests, and Activities/Interactions.

Is a test instance required?

Yes. Customers must provide a test environment for safe configuration.

Which APIs are used?

Oracle CX Cloud: REST APIs with OAuth2.
Oracle CRM On Demand: SOAP APIs or REST endpoints.

Is the integration bidirectional?

Yes. Updates flow both ways between Znuny and Oracle CRM.