Salesforce-Oracle Integration for Returns/Depot Repair Process

Hi,

We are using Oracle EBS R12.2.10 as our transaction processing system.

We currently use Salesforce for receiving customers' incoming calls about any product defect, service or returns. Tech Service Agent receives customer calls, gathers all information about the product being returned, creates a case (equivalent to Service Request in Oracle) in salesforce and then logs into Oracle Depot Repair, opens Returns Portal and enters relevant details to create an RMA. The shipment lines also get created along with this RMA based on the service type (Advance Replacement, Replace No Return etc.).

We are looking to integrate salesforce and oracle to make this integration a seamless process. We envision process to work as below;