Integration with other systems

Learn about recommended orchestration techniques for full integration with other systems in your organization.

In This Article

Further use case examples are described here:

Glossary

There are a number of key terms relevant to the use cases described in this document.

Key Term	Description
GraphQL API	Method of retrieving a customer’s data via a single endpoint. For more information, see “Introduction to the Scope GraphQL API”.
DeepLinks	Method of launching the Scope Worklink app via a structure URL. For more information, see “Using Deeplinks”.
Webhooks	Method of notifying a customer’s internal systems about key events that take place in the Scope platform. For more information, see “Using Webhooks”.
Scenarios	Sets of work instructions pertaining to a specific physical device, to be completed by a user while using the Scope Worklink app.
Scenario Sessions	Recordings of Scenarios performed and completed by a user while using the Scope Worklink app.
Scenario Catalogs	Mapping a customer’s internal system objects (like assets or training modules) to Scenario Sessions.

Real-Time Integration with System-Of-Record

Problem

As an administrator, I want to associate Scope Scenario Session data with work orders in my system-of-record (e.g. Salesforce), in real-time, as my users interact with the Scope platform.

Solution

I will use a custom internal application, Deeplinks, Scenario Catalogs, Webhooks, and the Scope GraphL API to retrieve Scenario Session data, as the data becomes available, and associate said data with work orders in my system-of-record.

To view a live demo of a “custom internal application”, complete with source code, see https://api-demo-ruby.scopear.com. Alternatively, view a video presentation demonstrating the sample application here.

Configuration

For each physical device (aka the “Asset”) that work orders might pertain to in the system-of-record (.e.g. “Generator Model #1234”):
1. The administrator creates at least one Scenario for the Asset using the Scope Create 2 application.
2. The administrator creates a Scenario Catalog for the Asset using the Scope CMS web interface.
The administrator configures the system-of-record to present a dynamically generated link whenever system-of-record users view work orders (aka the “Deeplink”). The link passes both the asset identifier and work order identifier as parameters:
```
worklink://resource?action=fetch_catalog&asset=INSERT_ASSET_ID_HERE&work_order_id=INSERT_WORK_ORDER_ID_HERE
```
The administrator creates a custom internal application designed to receive Scope Webhooks.
The administrator contacts Scope support to configure the customer’s Scope account to send Webhooks to said application.

Scope Deeplinks are highly extensible and accept any number of external data parameters, not just work_order_id.

For more information, see “Using Webhooks”, “Using Deeplinks”, and “ServiceMax Configuration Guide”.

Procedure

The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).
The WorkLink app launches and loads the Scenario Catalog identified by the Deeplink’s asset query param.
The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash on the ScenarioSession.externalData attribute, including and notably work_order_id).
The customer’s custom application receives Webhook event notifications from the Scope platform.
The customer’s custom application queries the Scope GraphQL API to retrieve ScenarioSession data identified by the Webhook payload resource_id (see Sample Queries).
The customer’s custom application inspects the data retrieved for the value of ScenarioSession.externalData.work_order_id
The customer’s custom application then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using system-of-record APIs, or similar).

The customer’s custom application receives ALL Webhook notifications, not just create and update events pertaining to ScenarioSessions. The application should inspect the Webhook’s payload event and data.resource_type values in order to determine the proper action to take.

Scheduled Data Import/Analytics

Problem

As an analyst, I want to import data from the Scope platform on a regular basis so I can visualize the data with my internal BI tools.

Solution

I will use a custom internal application and the Scope GraphL API to retrieve Scenario Session data and store in a Data Store that my BI tools can read.

Procedure

Customer creates a custom application that:

Queries the Scope GraphL API on a regular basis.
Translates the JSON response into a Schema most compatible with customer’s needs.
Stores the translated data to customer’s Data Stores.

Call Integration

As a field service technician, I want an easy way to launch a call from our service desk application so that it’s associated with the active job id.

As an analyst, I want to measure time-to-resolution metrics for jobs that had AR Remote Assistance calls to measure ROI.

Application

Simplified calling
Closed loop service desk SLA metrics.

Orchestration

Users are assigned call IDs that can be integrated with a system-of-record (like a service desk tool’s contact list)
Experts can click on a Deeplink to launch application and call a specific contact from the system or record.