This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Update Version | Notes |
|---|---|---|
| 13 DEC 2018 | Update 17D | Revised update 17D. |
| 25 AUG 2017 | Update 17C | Delivered new features in update 17C. |
| 11 MAY 2018 | Update 17B | Revised update 17B. |
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Feature | Notes |
|---|---|---|
| 13 DEC 2018 | Cloud Payroll Processing for Paysheets | Updated document. Removed feature from update 17D. |
| 02 NOV 2018 | Extensible Single-Value Search and Select Dialog (Picker) | Updated document. Feature delivered in update 17D. |
| 05 MAR 2018 | Application Composer: Commit Transactions and Navigate to Create or Edit Pages Using Custom Actions | Updated document. Feature delivered in update 17D. |
| 05 FEB 2018 | Asset-Based Service Contract Coverage Entitlements | Updated document. Removed feature from update 17D. |
| 11 JAN 2018 | UI Approval History for MDF Requests and Claims | Updated document. Revised feature information. |
| 21 NOV 2017 | Opportunities: Optimized Search for Opportunities and Leads | Updated document. Feature delivered in update 17D. |
| 21 NOV 2017 | Territory Management: Toggle Dimensional Data Display in Classic UI | Updated document. Feature delivered in update 17D. |
| 21 NOV 2017 | Territory Management: Manage Proposals Enhancement | Updated document. Feature delivered in update 17D. |
| 21 NOV 2017 |
Sales Analytics: Account Business Plan Reporting | Updated document. Revised feature information. |
| 21 NOV 2017 | Core Sales Force Automation: Add Search to Standard and Custom Subtabs | Updated document. Revised feature information. |
| 21 NOV 2017 |
Assessments: Assessment Object Workflow | Updated document. Revised feature information. |
| 21 NOV 2017 |
Customer Data Management: Batch Export and SOAP Services for Duplicate Resolution | Updated document. Revised feature information. |
| 21 NOV 2017 |
Accounts, Contacts, and Households: Capability to DrillDown from Relationships Subtab and Account Hierarchy | Updated document. Revised feature information. |
| 21 NOV 2017 |
Accounts, Contacts, and Households: Multiple Value Group UI Pattern for Account Industries | Updated document. Revised feature information. |
| 21 NOV 2017 |
Accounts, Contacts, and Households: Integration of LInkedIn Sales Navigator with Contacts | Updated document. Revised feature information. |
| 21 NOV 2017 |
Incentive Compensation: Cloud Payroll Processing for Paysheets | Updated document. Revised feature information. |
| 21 NOV 2017 |
Application Composer: Dynamic Filtering Criteria Based on Many-to-Many Relationships | Updated document. Revised feature information. |
| 21 NOV 2017 |
CX Mobile: Service Requests in Mobile | Updated document. Revised feature information. |
| 21 NOV 2017 |
Sales Analytics: System Usage Reporting | Updated document. Revised feature information. |
| 21 NOV 2017 |
Partner Relationship Management: UI Approval History for MDF Requests and Claims | Updated document. Revised feature information. |
| 21 NOV 2017 |
CX Foundation: Larger Display Available in User Interface | Updated document. Revised feature information. |
| 06 OCT 2017 | Created initial document. |
As part of the Customer Experience suite, Oracle Engagement Cloud combines sales and service capabilities in one solution with a unique combination of sales automation, service request management and knowledge management. Using Engagement Cloud, sales and service professionals can deliver consistent answers to customer questions and ensure that issues are resolved efficiently and effectively. Organizations can improve customer satisfaction and loyalty while enabling up-sell opportunities, particularly for high-touch and high-value customer engagements.
Engagement Cloud Release 13 includes digital customer service, multi-channel interactions, field service integration as well as enhancements to the CX Enterprise Mobile application and Sales Data Visualization. Engagement Cloud also includes a new email integration option for sales teams using Outlook 365, more advanced content and list management and an array of new capabilities that increase productivity.
Disclaimer
The Information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Larger Display Available in User Interface
Improve the usability of the UI by optimizing the usage of vertical and horizontal space on the browser. The application displays more content on the landing and detail pages to avoid unnecessary scrolling. Supports better alignment of content and layout, subtab labels, and scrolling of vertical subtabs for enhanced readability and user experience.
Add Search to Standard and Custom Subtabs
Provides the ability to search on standard and custom subtabs. In addition to a single default filter, sales representative can add more filters to narrow the set of records displayed on the subtab.
Ability to Drill Down and Act from Activity Notifications
You can use Activity Notification to drill down directly to an activity from the notification.
In addition, the enhanced notifications feature also enables you to take quick action on the activity. For example, accept or reject an appointment or complete a task directly from the notification.
Support for Knowledge Locales in Service Request Knowledge Panel and My Knowledge
Enables you to select a locale to view the search results in the selected locale. The single select locale list is available on service request knowledge panel and My Knowledge page and displays the active locales supported in service request knowledge panel and Engagement Cloud Knowledge Management
Extensible Single-Value Search and Select Dialog (Picker)
The new extensible single-value Search and Select dialog (picker) enhances the search capabilities for custom object dynamic choice lists by providing a superior user experience on searches. For example, the new extensible picker lets the administrator configure search operators, set role-based dynamic layouts, and show/hide the create button for the Search and Select dialog layouts.
Custom dynamic choice lists pointing to custom objects now look the same as custom dynamic choice lists pointing to standard objects. Custom dynamic choice lists pointing to custom objects now display a dropdown list with a search link, instead of a magnifying glass icon, to search for records.
Accounts, Contacts, and Households
Integration of LinkedIn Sales Navigator with Contacts
View relevant information from LinkedIn Sales Navigator in your Contact profile page. With the necessary Sales Navigator license, you can:
- Gather icebreakers to identify mutual interests between you and your prospects.
- Get useful updates like news mentions or role changes while viewing contacts.
- Find the best way to get introduced to target contacts.
- Discover new contacts through recommendations.
Multiple Value Group UI Pattern for Account Industries
Enables you to select and view multiple industry values per account, with enhanced usability and performance.
Capability to Drilldown from Relationships Subtab and Account Hierarchy
Drill down directly to an account or contact from the relationships subtab without having to exit the relationship view. Similarly, you can directly drill into any account from account hierarchy to get a quick view of related accounts.
Optimized Search for Opportunities and Leads
Improve opportunity and lead search performance by leveraging consolidated security conditions. The conditions associated with the standard Sales Representative, Sales Manager, Sales VP, or the Sales Restricted User roles have been streamlined.
Use the following conditions associated with the Leads role to search for opportunities or leads:
-
Access opportunities where users are members or part of the management hierarchy of the opportunity sales team with view, edit or full access.
-
Access opportunities where users are members or part of the management hierarchy of the opportunity account team, account territory team, or upward territory hierarchy.
-
Access leads where users are members or part of the management chain of lead sales team, member of territory team, or upward territory hierarchy.
Leverage object workflow and groovy scripts based on the assessment object.
For example, set up an object workflow and scripting to have the application automatically enable the Budgeted indicator when a budget is approved.
Sales Catalog supports following extensibility features:
- Make the Product and Price Book standard attributes conditionally required and updateable.
- Customize the required property of standard Dynamic Choice Lists (DCL) attributes in Product and Price Book.
- Add buttons to the Products table on the Edit Price Book page.
CX Cloud Mobile - Service Request
The Oracle CX Enterprise Mobile application enables sales and service representatives, managers, and partner representatives to create, edit, and escalate service requests from a mobile device.
Users have the ability to add capture service request details and add internal notes to the service request to facilitate better communication and collaboration. In addition, mobile users have access to the following actions:
- View service request status and updates
- Create and edit a service request
- Create and edit a service request team
- Create and edit messages and view attachments
- Add an avatar profile picture
- Provide swipe action on list views, for example to escalate the service request
- View, edit and create activities.
Auto Capture Outbound Text Messages as Activities
Auto-capture outbound text messages as completed tasks associated with a customer. An automatic prompt to log the activity appears immediately after sending an SMS text message, increasing the likelihood that the sales rep will update their sales cloud sooner. With increased visibility into sales activities as soon as they occur, a sales manager can more accurately forecast future revenue.
Account Business Plan Reporting
Create reports on business plans for accounts. A new dimension, account, was added to the Business Plan subject area. You can now create reports to show the business plan details, objectives associated to the business plan, and their target and actual values.
Enables creation of reports with Resource as a primary object.
You can create reports to do the following:
- See whether employees are associated with accounts, contacts, opportunities or other objects.
- Derive resource related metric like revenue per head for a particular Sales VP resource organization.
Enables sales administrator and managers to create the system usage reports to understand the adoption of the system by different users.
The User System Usage subject area provides insight into the user activity in the system and enables sales administrator and sales manages analyze the usage of the application and take key business decisions based on the analysis. Sales Administrators can create reports to see the details of users and the number of days they have been active on the system for a given time period. The subject area also provides impersonator details when another user logs into the system on behalf of a particular user and can be used to enhance the security of the system.
Partner Relationship Management
Create a group of partner related tasks using pre-configured task templates. For example, you can create a task template for partner recruitment that displays a set of tasks that you need to perform while recruiting a partner. The tasks generated from the templates are accessible in the Activities tab within the Partner work area.
Browse Catalog in Deal Registration
Enables you to browse the sales catalog when selecting products while in the context of deal registration.
UI-Based Approval for MDF Requests and Claims
Use the Actions menu on the Edit MDF Request or Edit MDF Claim pages to submit, return, approve, reject, return, or withdraw MDF requests or claims. You can also enter reject reason, return reason, and approval comments.
UI Approval History for MDF Requests and Claims
Enables you to track end-to-end approval flow of transactions related to MDF requests and claims.
When exposed as a subtab, the approval history displays key information such as:
- Who submitted the transaction.
- Who took an action.
- Rejection reason.
- Approval comments.
Account and Contact Simplified Views
Enables you to import bank-related attributes including Branch Number, Branch Code, Bank Code, and Branch flag for account simplified view. Also you can import the "Do Not Enable" related flags including Do Not Call, Do Not Contact, Do Not Email and Do Not Mail contact simplified view.
Create Merge Business Events on Accounts and Contracts
Provides an exit route from Customer Data Management to transfer master account and contract information to the subscribing applications through Integration Cloud Service.
Batch Export and SOAP Services for Duplicate Resolution
Provides an exit route from Customer Data Management to transfer customer information to the subscribing applications.
Toggle Dimensional Data Display in Classic UI
Added the Show Dimensions and Hide dimensions buttons to control the display of dimensions on the Classic UI.
The dimensional data is hidden by default in the Territory Management Classic UI to improve load time and performance of the application. You can see information related to dimensional data by clicking the Show Dimensions button.
Removed the side bar in the Classic UI. The links that were available on the side bar in the Classic UI and now available in the following places:
-
The Enable Dimensions and Metrics link is available on the Setup and Maintenance work area.
-
The Manage Territory Proposals link is now available as a button on the Active Territories page, called Manage Proposals. Use this button to navigate to the Manage Proposals page
New Look-and-Feel for Incentive Compensation Administration
The new look embodies a simple design aesthetic on top of the existing incentive compensation application. Other than the aesthetic, the most noticeable change is accessing the task menu on the right side of the overview page. The tasks are available on demand and when not needed, they hide way in the panel drawer giving more page space to the overview information.
The following work areas have the new look:
- Compensation Plans
- Credit and Earnings
- Participant Assignments
- Participant Snapshot
- Payments
Web Services to Build and Maintain Business Objects
Enable users to build and maintain their compensation plans and role based assignments using these RESTful services:
- Compensation Plans: Create and maintain compensation plans and assign roles and plan components to them.
- Plan Components: Create and maintain plan components and assign performance measures, rate tables and their input expressions and incentive formulas to them.
- Performance Measures: Create and maintain performance measures and assign scorecards and their input expressions, credit categories, measure formulas and goals to them.
- Credit Categories: Create and maintain credit categories.
- Rate Tables: Create and maintain rate tables and assign rate dimensions to them.
- Rate Dimensions: Create and maintain rate dimensions and assign tiers to them.
- Roles: Create and maintain roles and assign participants to them.
- Participants: Maintain participants and assign roles and participant details to them.
Asset-Based Service Contract Coverage and Entitlements
Define standard coverage for coverage-based service products such as an included warranty or an extended warranty, and then associate that coverage with the coverage product definition in a product master. Having mapped the coverage definition to the coverage product, you can sell service coverage in a contract, and track entitlements against the assets covered under that coverage item.
Support for Employee Contracts
You can now create contracts with your employees as parties to the contract. For example, track employment agreements.
Combine two or more contracts and let your sales representatives renew contracts manually. You can choose all or select lines to be merged or renewed.
Track the Migration Status of Contracts
Track the status of project contracts, under migration, so that revenue recognition and invoicing can be stalled until the migration is complete.
Web Services for Managing Repository Contract Documents
Additional operations were added to web services to manage the documents that are attached to repository contracts. You can also delete a contract party that is associated to the contract.
Configurable Contract Event Model
The contract event model can be configured to meet specific needs. You can now handle state transitions using web services. As part of a state transition you can open the contract validation user interface. You can also remove or change the severity of optional seeded contract validations.
Configuration and Customization
Dynamic Filtering Criteria Based On Many-to-Many Relationships
Added dynamic filtering criteria for custom relationships, including a custom dynamic choice list or reference relationship, based on a many-to-many relationship. For example, you can now filter contacts by a given account, while each contact can belong to multiple accounts and each account can have many contacts.
Customize a copy map template to meet specific business needs by creating a duplicate standard map. Nine standard maps are available, and administrators can use one of the standard maps or define custom maps to use for common flows like copying an opportunity or converting a lead to an opportunity.
Commit Transactions and Navigate to Create or Edit Pages Using Custom Actions
Assign new runtime behaviors to script-based custom actions of top-level custom objects. You can create custom actions that do the following:
- Run a custom script.
- Commit open transactions.
- Automatically navigate from the details or create pages to the landing page, from the create page to the details page, or stay on the details page to continue to edit.
You can add these custom actions to top-level custom object record details (edit) and creation pages.
Quick Setup Templates are designed to speed up your deployment of Oracle Sales Cloud by providing a launching pad with links to the setup tasks you carry out from the Setup and Maintenance work area, Scheduled Processes, and other work areas.
There are two variations of the implementation project available for you to choose from:
- Quick Setup Core Sales: Use this implementation project for setting up account, contact, opportunity and territory management.
- Quick Setup Sales: Use this implementation project to set up sales campaigns, leads, sales quotas and sales forecasting in addition to the core features.
You can use the implementation projects as-is or tailor them to your specific deployment needs.
Quick Setup Templates were first introduced in Release 11 and have been enhanced to include additional tasks introduced in this release.
Quick Import Macros are designed to speed up and simplify the import of small data sets of key objects (up to 1000 records) for your on-boarding needs. The macros help you by validating your data entries, providing lists of values, and automatically populating constant values. After you enter your data, you can create the import activity directly from the macro and also monitor the progress from within the macro itself.
Macros are available for importing data for the following objects:
- Sales Users
- Products and product groups
- Accounts
- Contacts
- Account Hierarchy
- Leads
- Opportunities
You can also extend the macros to include additional standard and custom fields. The macros can also serve as a learning tool for more complex import.
Quick Import Macros were first introduced in Release 11 and have been enhanced to support:
- Creation of the root product group and product groups in one shot
- Import multiple addresses for accounts
- Associate the appropriate owner to accounts, contacts and opportunity records using the owner e-mail address instead of Party ID or Party Number.
- Add contact name prefix and flag the primary contact for an account when importing contact records
Digital Customer Service Enhancements
This release of Digital Customer Service makes finding knowledge and creating service requests even easier.
ENHANCED PRODUCT AND CATEGORY SELECTION
- In this release, product and category selectors used in Knowledge and Service Requests have been revamped to show a hierarchical view of products and categories. Use the type ahead feature to quickly find a product or category. Expand or collapse product groups and category groups to navigate through the hierarchies. You can select a category at any level in the hierarchy for Knowledge and Service Requests. The product selector for Knowledge allows you to filter your search based on products and product groups. The product selector for Service Requests requires that you select a product. This feature makes creating service requests and filtering Knowledge even easier for your customers.
AUTOMATIC LINKING OF KNOWLEDGE ARTICLE IDENTIFIERS
- Knowledge article IDs referenced in Service Request messages are automatically hyperlinked to the knowledge article details. Knowledge in Oracle Engagement Cloud currently supports two knowledge content types: Frequently Asked Questions (FAQ) and Solutions (SOL). Knowledge article IDs are of the format FAQ123 or SOL456. Digital Customer Service now automatically provides hyperlinks to knowledge articles from within SR messages if the message text contains FAQ or SOL followed by one or more numbers. This make it easier for your customers to quickly access the knowledge they need.
Service Entitlements Enhancements
This release of Engagement Cloud introduces the ability to supplement the out-of-the-box milestones (that track first response and resolution times) with additional milestones you define according to your business rules.
New milestones are added using the same milestone configuration setup task that is used to configure the prebuilt milestones, including the specification of start, pause, and completion criteria. Once configured, your new milestones can be added to existing global or customer coverages to specify commitment times, warning thresholds, and application criteria, and the milestone will be applied to service requests according to those rules. Finally, the newly-defined milestones will be monitored for warning and expiration alongside the existing out-of-the-box milestones, and can be included in reports using the existing analytics subject area.
Agent Productivity - Dynamic Links for Service Requests
This release of Engagement Cloud introduces Dynamic Links for Service Requests, which is a significant usability enhancement to Service Request Management. With the addition of this new feature, users benefit from the following new capabilities:
- As a user, when you enter text such as "SR1234" into the body of an SR Message, the system can automatically determine that this references a specific Service Request and creates a dynamic link to that record from the message contents.
- As an Administrator, you have the ability within Setup & Maintenance to configure the terminology that is specific to your organization. For example, if your organization uses the term "Case" instead of "Service Request", you can configure the system such that an entry of "Case1234" is interpreted as the dynamic link.
Through the use of these automatic deep links, agents can quickly and easily provide a reference URL with minimal key strokes, thus improving both data consistency and the user experience.
OmniChannel Real-Time Channel Enhancements
In this release we are providing the ability to use the OmniChannel framework for routing real-time channel work. This allows for channels (for example a Chat channel) to have multiple Queues set up with assignment rules that can be used to provide a more granular assignment to a specific Queue/team.
The Omnichannel support for real time work includes interactive work offer notifications, so agents will be offered new work (for example a Chat) whereby the agent can choose to accept or reject the work offer.
For this release, several usability enhancements were incorporated into the MCA (Multichannel Adapter) Framework which is used for 3rd party telephony integration.
ENHANCEMENTS TO SCREEN POP LOGIC:
- Additional hashmap parameters have been added that will allow for the creation of a new contact or account during the initial screen pop. This allows your organization greater flexibility when defining communication flows. By allowing the creation of a new contact or account during the initial screen pop, organizations can save several clicks, and reduce the amount of time required to begin working on the customer issue.
ENHANCED WRAP UP FUNCTIONALITY:
- Additional time tracking for wrap up can be used as part of omni-channel operational reporting. This provides service organizations with a means of performing detailed analytical reporting on the amount of time agents are taking to perform the wrap up process. With this insight, your organization can better optimize the service process by identifying process issues that may be affecting agent wrap up .
- Wrap up information is automatically written to the Service Request Messages for easy access when doing a review. Additionally, if the wrap up has been edited after the initial submission, any new wrap up information will also be written to the SR Messages. This feature provides managers and agents with a single location to reference the key details pertaining to a customer communication.
- User interface enhancements have been made to the wrap up page to improve usability and reduce the time to resolution.
In many cases, Engagement Cloud will not initially know the social handle of a contact or prospective customer, for example if you have never interacted with that contact over a social channel in the past. This can cause a challenge when creating a new service request from a social post, since the system would not be able to identify the primary contact for the service request from the existing contact data.
With this release of Engagement Cloud, while working on the service request, when the agent identifies the primary contact and associates it with the service request, at this same time, the agent will also have the option to add the handle of the social post author as a new contact point for the CRM contact record.
From this point on, all future social service requests from that contact will automatically match to a primary contact.
When an agent is responding to a contact over an email channel, the agent now has the option to preview the draft response before sending the message, in order to see how the message will appear when it is received by the contact. The email preview can be accessed by clicking the "Preview Email" button on the compose response UI.
Chat Integration with Screen Pop Rules
Using Chat within Oracle Engagement Cloud, you can integrate with MCA Framework to perform reverse lookup and define screen-pop rules:
- Using this framework, the system can perform a reverse lookup against CRM data to automatically identify contacts, accounts, and specific transactions.
- It is also possible to configure screen pop rules based on data passed by Digital Customer Service (DCS).
OmniChannel Analytics enables customer service managers to monitor work assignments across queue, agent, and channel to identify bottlenecks and take corrective action where necessary. By tracking agents’ presence, availability and current workload, managers can improve resource utilization leading to higher operational efficiencies. Close attention to key indicators such as average times to offer, assign and accept work, as well as agent and queue wait times across the OmniChannel framework can help to better manage customer wait times.
A new subject area, ‘CRM – CRM Omni Channel Events Real Time’ enables creation of ad hoc analyses to obtain deep and comprehensive insight across key dimensions of employee, queue, work objects, OmniChannel events, and time.
The pre-built example dashboards included with this feature are:
- OmniChannel Queue Assignments
- OmniChannel Agent Assignments
- OmniChannel Assignments
The Oracle CX Enterprise Mobile application enables sales and service representatives, managers, and partner representatives to create, edit, and escalate service requests from a mobile device.
Users have the ability to add capture service request details and add internal notes to the service request to facilitate better communication and collaboration. In addition, mobile users have access to the following actions:
- View service request status and updates
- Create and edit a service request
- Create and edit a service request team
- Create and edit messages and view attachments
- Add an avatar profile picture
- Provide swipe action on list views, for example to escalate the service request
- View, edit and create activities.
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Feature | Notes |
|---|---|---|
| 25 AUG 2017 | Created initial document. |
As part of the Customer Experience suite, Oracle Engagement Cloud combines sales and service capabilities in one solution with a unique combination of sales automation, service request management and knowledge management. Using Engagement Cloud, sales and service professionals can deliver consistent answers to customer questions and ensure that issues are resolved efficiently and effectively. Organizations can improve customer satisfaction and loyalty while enabling up-sell opportunities, particularly for high-touch and high-value customer engagements.
Engagement Cloud Release 13 includes digital customer service, multi-channel interactions, field service integration as well as enhancements to the CX Enterprise Mobile application and Sales Data Visualization. Engagement Cloud also includes a new email integration option for sales teams using Outlook 365, more advanced content and list management and an array of new capabilities that increase productivity.
Disclaimer
The Information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Create reports on Sales Campaign standard and custom attributes. Sales Campaign is included as a new dimension folder in the subject areas that has Marketing source as a dimension. You can now see all the custom attributes created for Sales campaign that can be included in the reports created from BI answers.
New Asset Attributes for Sales Predictor Rules
Define prediction and eligibility rules for the Asset object and related asset attributes. These rules allow recommendations by a combination of Asset, Account, Product and Opportunities.
Accounts, Contacts, and Households
Option to Add Accounts From Data Cloud
Search for and create new accounts from Data Cloud from within Oracle Sales Cloud. Using the new Add Accounts from Data Cloud option, you can create a new account and related contacts that include valuable Dun and Bradstreet data attributes such as name, industry, revenue and location.
Navigate directly to an account from the account hierarchy. Links on account names allow you to drill down from within the account hierarchy or parent account in order to view or update account details.
Integration of Business Plans with Oracle Social Network
Collaborate in a social network by sharing business plan information. The integration of Business Plans with Oracle Social Network offers contextual based social collaboration, providing the ability for users to create a business plan and engage within a social wall and participate in related conversations directly from within the Business Plan sub-tab.
Create Business Plans for Accounts. Account Planning allows you to maximize revenue from key accounts by taking a systematic approach in identifying account potential, enhancing relationships and pursuing opportunities. It also lets sales teams focus their efforts where the greatest ROI is expected. Account business plan objectives, that represent measurable targets for any plan, allow you to track attainment and specify targets broken out by time periods, product lines, geographies and accounts.
Groovy Scripts for Assessments
Use Groovy scripts and object workflow to add logic to assessments. The power of Groovy scripts allows validation rules and triggers to be defined to meet your assessment business needs.
Accurately copy opportunity data and use it effectively to create new opportunities quickly. The copy map allows you to map the child objects and attributes in the source opportunity to objects and attributes in the new opportunity. You can also leverage expressions and conditions to populate attributes.
View and enter opportunity revenue line items efficiently. The Product subtab displays the opportunity revenue table, allowing you to see more revenue line items at a glance.
Add a child object to the Product object from within Application Composer. Once added, the child object appears as a subtab on the Product page. The child object offers create, update and delete operations through the user interface, REST services and import / export.
User-Friendly Display Names for Import
Map user-friendly display names to target attributes for Import. When creating import maps, you can now see display names that you can use to map target attributes for the Product Group, Product, and Price Book objects to columns in the import file within the import activity setup task.
Use import to associate, update and delete image attachments for products and product groups.
Customize call report create and edit views used in the Oracle CX Cloud Mobile app. Using Mobile App Composer, you can add or remove standard or custom fields and include custom objects related to the Activity object.
Complete Offline Read and Write
Use the Oracle CX Cloud Mobile Application in areas with poor or no network connectivity. You can view records from Sales Cloud or Engagement Cloud which are stored locally on your smartphone. You can also create or update contacts, opportunities or custom objects . When you reconnect to the network, all offline changes are then synced to Oracle Sales Cloud.
The data stored by the Oracle CX Cloud Mobile application is stored secured and associated to logged-in user. If your business requires that a different user be able to access the data on the device, the user must have privileged access granted through the security console. If a different user without privileged access attempts to log into the device, then all data on the device will be erased.
Define country-specific page layouts for the Oracle CX Cloud Mobile App. Reps will see the appropriate page layout in the mobile app, based on their country preference setting in Oracle Sales Cloud.
Navigation Panel Customization
Customize the navigation panel in Oracle CX Cloud Mobile. You can add new menu items or remove existing menu items that appear on the side navigation panel.
CX Cloud Mobile - Service Request
The Oracle CX Cloud Mobile application enables sales and service representatives, managers, and partner representatives to create, edit, and escalate service requests from a mobile device.
Users have the ability to add service request details and internal notes to the service request to facilitate better communication and collaboration. In addition, mobile users have access to the following actions:
- View service request status and updates
- Create and edit a service request
- Create and edit a service request team
- Create and edit messages and view attachments
- Add an avatar profile picture
- Provide swipe action on list views, for example to escalate the service request
- View, edit and create activities.
Partner Relationship Management
Partner Relationship Management
Pending My Approval Record Set for MDF Requests and Claims
Efficiently find MDF requests and claims that are pending your approval. The advanced search section of the MDF request and the MDF claim pages now include Pending My Approval record sets. These new record sets allow approvers to create saved searches and quickly locate the MDF requests and the MDF claims that are pending approval.
Export Market Development Funds (MDF) budget, request and claim data from Oracle Sales Cloud to a text file. You can select a parent, child or custom object and output a zip file containing a separate file for each MDF object selected. The output data contains only those records matching the specified filter criteria.
Benefit from global search to find one or multiple MDF records regardless of which UI you are on. If enabled, you can search for MDF budget, MDF request and MDF claim records. Make your search more efficient by using filters and limiting the objects that will be searched. Once you get the search results, you can quickly drill down to a specific record to obtain more details.
Partner Contacts Global Search
Search and access partner contacts from global search directly. Users can now search for partner contacts in global search and can also filter the global search results by Partner Contacts category. This enables the users to access partner contacts from anywhere within the application improving user experience and efficiency.
Deal Registration in Global Search
Allows the search for one or multiple deal registration records by entering keywords in the global search box in the global area.
Deal Registration Territory Customization
The Deal Registration Territory table on the Team sub tab (Territory show filter) can now be customized through Application Composer to add or remove out of the box standard fields.
Deal Registration Analytics Subtab Including Drilldown Support
Support the ability to add the Analytics sub tab to the Deal Registration landing list and Edit Deal Registration pages, and allow drill down from BI report to transaction pages.
Channel users can now invoke territory assignment for a partner account from within the partner object user interface. The list of assigned territories can be viewed on the partner teams tab..
Automatic Activation of Future Dated Proposals
Territory proposals that are future dated will be automatically activated on that future date. You don't need to remember to schedule the Run Territory Proposal Activation process. When a proposal is scheduled for the future, the proposal activation job will be scheduled automatically.
Option to Add Fields for Party Selection
Enable data stewards to find and select the correct party members when creating account hierarchies. You now have the option to add more attributes from the account, contact and household objects to the Search and Select picker on the Create Hierarchy page. You can add both standard and custom fields to the Search section or the Result section of the Add Members page.
Primary Name Only for Address Geography Selection
Display only the primary names for geographies in the list of values for address selection. A new profile option makes it possible to disable alternate names for address geographies so that the list of values is uncluttered and it is easy to find the correct geography.
All Activities Record Set Available at User Level
Offer specific users access to the All Records I Can See record set. The profile option controlling the record set now allows you to enable all records at the user level also. This advanced search option is helpful for those in senior roles like VPs or Executives, offering them an overview of activities in the entire sales organization.
Improved Field Selection for Duplicate Identification Batch Creation
Use additional standard or custom fields of an account or contact to define a batch of records for duplicate identification. Add the required fields to two new lookups, ZCH_MATCH_OBJ_PERSON and ZCH_MATCH_OBJ_ORGANIZATION. These fields will be available for selection when creating a duplicate identification batch.
Simplified Setup for Attribute Survivorship Rules
Choose from seeded attribute survivorship rules for accounts and contacts. Survivorship Rules are an integral part of any deduplication and cleanup process. You can get your survivorship rules set up quickly and reduce ramp up time using a new set of seeded Set Attribute rules for either Organization and Person.
Option to Search Multiple Addresses From Address Verification
Allow sales representatives to search and select from multiple similar addresses when verifying account or contact addresses using Data Cloud Address Verification Service.
Oracle Enterprise Contracts provides a comprehensive solution for managing sales agreements and contracts. With an automated contract management process in place, you can ensure consistency and compliance and establish a proactive approach to renewals.
Contract Expert Using Web Services
Leverage the strength of Contract Expert functionality by running it using a web service from other applications. Contract Expert uses a rules-based engine to automatically assess and apply additional clauses that are required for a contract and returns relevant terms and conditions.
Use a web service to return contract terms and conditions in HTML and RTF format. This allows you to take advantage of terms created using Enterprise Contracts in your external applications.
You can now select contract lines individually and cancel them without canceling the entire contract.
Control how your contracts and lines are renewed by using contract header and line renewal rules.
Service Contract Print Layout Template
Print service contracts using a print layout template that you can tailor to your own needs; for example, add your own logo, headers, and footers.
Update Covered Assets upon Customer Asset Transfer or Termination
Ensure contract covered assets and related amounts and billing schedules are updated when terminating or transferring ownership of customer assets in the installed base.
Usage-Based Rating and Billing
Charge your customers based on how much they consume by deploying usage rating and billing. You can upload usage data via a web service.
Configuration and Customization
Additional Dynamic Choice List Fields Available as Related Objects for Custom Subject Areas
Create custom subject areas with activity, sales lead or opportunity as the primary object and have the option to select the standard dynamic choice list fields from that primary object as related objects . When creating a custom subject area, you can do the following:
- Add account, contact, household, opportunity, sales lead, or owner as related objects when activity is the primary object of the custom subject area.
- Add owner as a related object when sales lead or opportunity is the primary object of the custom subject area.
Sales and Service Tags for Objects
See which objects are for sales cloud and which are for service cloud. Standard objects are now shipped designated with sales or service tags. You can filter the objects displayed in the object tree in Application Composer by these tags. You can also add sales and service tags to custom objects.
Links in Approval Notifications
For custom approval processes, the approval notification now contains a link to the details page of the record to be approved. Approvers can drill down and view the details before approve or reject the request.
Delete Option for Unpublished Layouts, Field Groups and Subtabs
Delete unpublished dynamic layouts, field groups or subtabs from the sandbox. This allows you to remove unwanted page configurations in the current sandbox before it is published to mainline. Published and standard content cannot be deleted.
Dynamic Filtering for Custom Subtabs
Apply page context driven search criteria on the target object in a custom one-to-many or many-to-many relationship. This allows you to constrain the number of records the user can add to a sub tab built on that relationship. These constraints are helpful in showing reps only what they are allowed to add to a sub tab. For example, the activity owner can only add to products subtab on the Activities page those products he is authorized to sell.
Asset Standard Object Business Event
Customer can build integrations for the Asset object using Oracle Integration Cloud Service. In addition to Oracle’s core integration capabilities such as Web services and file import and export, you can build integrations for CRUD operations using the new Asset standard public business events using Oracle Integration Cloud Service.
File-Based Data Import / Export
Multiple Files for Exports that Exceed Maximums
The export function generates an output file containing all records matching the requested export criteria. In some cases this can result in output files that exceed the maximum number of rows allowed in external tools. Sales Cloud now has a maximum number of records allowed in a single output file. If the selected export criteria exceed this value, Sales Cloud will split the results into multiple files. For example, if the threshold is 1 million records and the selected export criteria result in 1.3 million records, Sales Cloud will generate two export files (e.g. MyResults_001.csv containing 1 million records, and MyResults_002.csv containing 300k records).
Predefined Role Provisioning Rule for Sales Restricted User Role
Provide view-only access to data in Oracle Sales Cloud through the Sales Restricted User Resource role. The new role provisioning rule for the Sales Restricted User Resource role offers predefined role mapping that maps the Sales Restricted User Resource Role to the Sales Restricted User Job role. Users mapped to this resource role get limited edit access to Sales Cloud data and functions and read access to all Sales Cloud data.
This release of Oracle Engagement Cloud introduces several usability enhancements to Service Request Management including:
- Using the employee user interface end users can personalize the layout of columns on the Service Request list.
- Create a new internal note or response message from the top level action menu on the Service Request page.
- Edit the text of previously posted service request messages (internal note and customer entry)
- From the SR List, open the asset associated with a service request as a top-level tab within the Service workspace.
- From the SR Summary, click on the asset associated with the service request to open it inline within the Service workspace.
- Deep links can be used to edit or create a Service Request; additionally, you can specify parameters to populate the account, contact, and product
- Administrators can configure the order of the Status field values on the Service Request page.
- Enhanced functionality for viewing attached images in SR messages
- Agents can mark a linked knowledge article as having resolved an issue
Engagement Cloud enables you to define any number of queues to organize your service requests and associate your service resources with each queue, either directly or as a Resource Group. Using the OmniChannel framework, queues can be setup for automatic push distribution, enabling service requests to be assigned to available resources automatically based on each resource's capacity to take on new service requests.
This release enables you to monitor your queues and service request distribution to resources with a near-real-time queues dashboard. The Queues Dashboard enables administrators to view queue statistics such as average wait time, number of available resources per queue, number of assigned requests vs. waiting requests as well as available capacities per queue. Queues Dashboard also equips administrators and supervisors with basic monitoring abilities to move service requests between queues or assign those requests to a specific resource or resource group without navigating to individual service request screens.
Oracle Engagement Cloud now supports monitoring of social posts on popular social networks such as Facebook and Twitter, capturing service-related posts as service requests, and routing these to available agents for resolution. A pre-built integration to Oracle Social Relationship Management (SRM) using Oracle Integration Cloud Service powers the social monitoring channel. Social listening capabilities from Oracle SRM enable the service organization to proactively monitor the world's most popular social networks along with thousands of other public sources. Advanced natural language processing automatically identifies the social posts most likely to be related to a service issue, saving the organization significant time by screening out messages that are not service related.
The social monitoring process allows service agents to:
- View full conversations in Oracle Engagement Cloud.
- Respond to social media posts from Oracle Engagement Cloud.
- Use private and public channels in media such as Facebook and Twitter.
Key Benefits
- Social service requests are routed in real time to available agents using OmniChannel routing, ensuring that customers receive prompt responses.
- Service agents can respond to social media using the full functionality of Oracle Engagement Cloud, including smart text and the knowledge base with just a few clicks.
- Service agents use the same console to interact in social media conversations along with other support channels such as email and phone.
- Automatic contact matching reduces duplicate contacts and automates mapping social interactions to real customer profiles.
In this release of Engagement Cloud, numerous enhancements have been made to the Multi-channel Adaptor (MCA) framework for CTI integration. These enhancements include:
- Enhanced CTI support for Sales
- Out-of-box support enabling the administrative configuration of sales objects such as leads and opportunities for the purpose of screen pop logic
- Configurable support for enabling and disabling the automatic logging of an activity as part of a voice interaction
- CTI Framework Enhancements
- Support for auto-answer so that an organization can automatically push calls to an available agent without an accept/reject option
- Configurable contact picker that provides greater flexibility to define the display of contact search attributes
- Automatic creation of a service request internal note from wrap-up information providing a quick and easy means of analyzing communication history
- Enhanced call transfer functionality
- Extensibility enhancements to Wrap Up
Inbound Email Analytics enables customer service managers to understand the nature of inbound service emails better. A new pre-built analytic subject area, Service - CRM Inbound Messages Real Time, provides the service organization with additional insight into emails received. The following email attributes are available for reporting purposes: Subject, Sender, Channel, Service Request Reference Number (if available), Service Request Created Date (if available), Message Created Date, Acknowledgement Date, Known/Unknown Sender, and Status.
Inbound Email Analytics enables the service organization to answer questions such as:
- How many emails are we receiving over time?
- What is the current count of inbound email requests by status and mailbox?
- How many messages resulted in new service request creation vs. update to existing service request?
- How many emails came from known vs. unknown contacts?
- Is the service organization effectively handling new emails in the appropriate timeframe?
Social Customer Service Analytics
Social Customer Service Analytics enables customer service managers to better understand the nature of social interactions within service requests. A new pre-built analytic subject area, Service - CRM Social Post Real Time, provides the service organization with the ability to analyze service requests based on the identity of the sender, social network source, the channel or fan page of the post, and whether the post came from a public or private channel.
Social Customer Service Analytics enables the service organization to answer questions such as:
- How many social posts are we receiving over time?
- What is the current count of inbound social requests by status and social channel?
- How many messages resulted in new service request creation vs. how many messages resulted in an update to an existing service request?
- How many social posts came from known vs. unknown contacts?
- Is the service organization effectively handling new social service requests in the appropriate timeframe?
Service Request Summary Analytics
Service Request Summary Analytics enables customer service managers to obtain a complete picture of SR performance as it relates to interactions and compliance. Interaction information is captured whenever an inbound or outbound communication occurs between an agent and a customer. This release expands the real-time reporting of service interactions by providing additional summary metrics and pre-built reports. The added analytic capabilities provide valuable insight, helping service organizations assess the volume and effectiveness of their channel interactions in resolving service issues. Similarly, this release takes SR-compliance analysis a step further by delivering a comprehensive view of SR milestone attainments and compliance. Customer Service Managers and Executives can gain visibility into the diverse factors affecting compliance, identify patterns for a better understanding of this key area of service performance and then take corrective action.
The new subject areas introduced to support the analysis mentioned above are:
- CRM - CRM Service Request Summary
- CRM - CRM Interaction Aggregate
These subject areas and the pre-built metrics help answer business questions such as:
- How often do communications cross channels get to resolution?
- What percent of communications are resolved the first time, through one channel?
- What are the number of interactions by channel, agent, and time period?
- How often are communications being transferred between agents?
- How many interactions, on average, does it require to resolve an issue?
- What is the average length of time of an interaction (by agent and channel)?
- What product lines have a higher percentage of non-compliant SRs open?
- How is the percentage of compliant SRs trending month over month, quarter over quarter?
- Where are the outliers when it comes to compliance?
- Are we keeping the number of non-compliant SRs in check for our most valuable customers?
The pre-built example infolets and reports included in this area are:
Interactions Reports
- Channel of Resolution
- Interactions by Channel
- Interactions Without an SR
- Avg # of Interactions to Resolve an SR
- Avg # of Interactions to Close an Issue SR
- Closure on First Interaction
Compliance Infolets and Reports
- My SR Compliance
- Team SR Compliance
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date |
Feature |
Notes |
|---|---|---|
| 11 MAY 2018 | Migrate Classic Dashboard to Sales Infolet/Sales Pages | Updated document. Feature delivered in update 17B. |
| 20 APR 2018 | Oracle Sales Cloud for Office 365 | Updated document. Removed feature from update 17B. |
| 05 FEB 2018 |
Updated document. Revised feature information. |
|
| 28 NOV 2017 |
Updated document. Revised feature information. |
|
| 13 SEP 2017 |
Full Offline Create and Edit |
Updated document. Removed feature from update 17B. |
| 13 SEP 2017 |
CX Enterprise Mobile for Tablets |
Updated document. Removed feature from update 17B. |
| 13 SEP 2017 |
Tablet App Composer |
Updated document. Removed feature from update 17B. |
| 25 AUG 2017 |
Enhanced Search Result Order |
Updated document. Removed feature from update 17B. |
| 07 APR 2017 |
Created initial document. |
As part of the Customer Experience suite, Oracle Engagement Cloud combines sales and service capabilities in one solution with a unique combination of sales automation, service request management and knowledge management. Using Engagement Cloud, sales and service professionals can deliver consistent answers to customer questions and ensure that issues are resolved efficiently and effectively. Organizations can improve customer satisfaction and loyalty while enabling up-sell opportunities, particularly for high-touch and high-value customer engagements.
Engagement Cloud Release 13 includes digital customer service, multi-channel interactions, field service integration as well as enhancements to the CX Enterprise Mobile application and Sales Data Visualization. Engagement Cloud also includes a new email integration option for sales teams using Outlook 365, more advanced content and list management and an array of new capabilities that increase productivity.
Disclaimer
The Information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Oracle Engagement Cloud offers embedded analytics that help drive business decisions, identify key events, guide sales activities and improve deal performance.
Enhanced Sales Data Visualization
Improve your ability to grasp information that may be hidden and find correlations between data sets using enhanced Sales Data Visualization. A new, prebuilt Data Visualization content pack for Sales VPs includes quarterly business reviews, pipeline analyses, product line reviews, competitor analyses, sales team performance analytics and more.
Additional enhancements to Sales Data Visualization include the following:
- Data connectors for additional data sources such as Salesforce, IBM DB2 and Microsoft SQL Server
- More chart types that provide a rich palette of visualizations
- Advanced analytic functions such as forecasts and trend lines
NOTE: Data Visualization is not available by default. It requires a separate license.
Report Drill Down from Sidetabs
View report details by drilling down to view underlying data. Reports embedded within sidetabs on list pages and subtabs on edit pages now offer drilldown capabilities.
Create reports that include data currently associated with a CX Sales user. The Resource/Employee dimension is now extended to expose the following attributes:
- Current User Status
- User Address Location
- Hire Date
Account and Contact Reporting When No Relationship Exists
Analyze accounts and contacts that have no relationship with other accounts and contacts and no associated revenue. With this change, all accounts and contacts will show up in reports, such as reports that show the number of accounts and contacts.
Migrate Classic Dashboard to Sales Infolet/Sales Pages
The Dashboard page in the Sales offering is not supported. You must move your Business Intelligence (BI) content from the Sales Dashboard pages to the Sales pages before you begin your upgrade.
CX Foundation offers a full spectrum of core sales force automation capabilities that enable teams to manage the entire sales lifecycle including leads, opportunities, assets, accounts, contacts, activities, assessments and more. Reps and managers can monitor forecasts, leverage content across teams with Lightbox and leverage in-context collaboration tools within Oracle Engagement Cloud.
Global Search and List Management
Find critical sales information using global search or list management to create your own lists.
Manage the columns displayed in lists. Reps can show, hide and reorder columns, and save column configurations using the Manage Columns option. They can also save their changes using the Save Search with Layout option. Reps can manage list columns for top-level standard or custom objects.
Within Application Composer, administrators can define the default column order, select the columns that sales reps can manage, and can define which columns will be hidden for each object.
Option to Disable Fuzzy Search
Disable similar spelling in search results, called fuzzy search, for all objects in Oracle Engagement Cloud. A new profile option, ZCA LM FUZZY SEARCH, enables you to enable or disable similar spelling search results for searches using the Contains operator. The default value for this new profile option is "Yes", which enables similar spelling search by default.
Add Current User as a search operator for the Created By and Last Updated By fields for both standard and custom objects and for resource searches in custom dynamic choice list fields. The Current User search operator allows reps to create saved searches to find records created or recently updated by the current user or find the current user in custom dynamic choice list fields for resources.
Additional Search Operators for Text and Choice List Fields
Provide additional search options by configuring the following operators for these non-mandatory, standard, or custom field types:
- Text fields: Is Blank and Is Not Blank operators
- Fixed Choice List and Dynamic Choice List fields: Is Blank, Is Not Blank, and Does Not Equal operators
Provide search flexibility with rolling time filters. These new date operators include: yesterday, today, tomorrow, last week, this week, next week, last month, this month, and next month.
Update one or more fields for multiple records simultaneously from within list pages. Reps and managers can select list rows for update and edit updatable fields for accounts, contacts, assets, activities and custom objects. Mass update for leads and opportunities was made available as part of a previous release.
Administrators can enable the Update button for list pages and can configure which fields are available for mass update for each object. See the Configuration and Customization section for information about Mass Update Configuration.
Display the number of records indexed for a search view object to debug, if issues arise with indexing or crawling in global search. View the number of indexed records for each search object within the Manage Search View Objects table within the Setup and Maintenance pages. The search index number will update automatically when the table is refreshed.
Accounts, Contacts, and Households
Build trust and cultivate positive business relationships when you have a complete and accurate view of your accounts, contacts and households.
Rule Filtering for Account Assignment
Define an order of precedence to determine which territory is assigned to an account. When organizations have only one sales territory assigned to each account, then territory assignment and rule filtering can be used together to ensure that only one territory is assigned, even when overlapping territories exist. Rule filtering does not apply to partner territories.
Effectively manage your time and coordinate with your team when you can see all activities in one place. Reps and managers can quickly add appointments, create tasks and log calls related to accounts, contacts, households, partners, leads and opportunities.
View all appointments related to an asset in order to help team members better coordinate sales activities. With the asset calendar you can perform the following:
- View a calendar that shows the schedule of all upcoming appointments related to the asset.
- Determine the availability of an asset to avoid multiple conflicting bookings.
- Save the asset to a list for quick calendar access.
- Determine the owner of each appointment on the calendar.
- Switch between calendar views (day, week and month) with ease.
Create and manage call reports efficiently. Designed for optimal productivity, ad hoc call reporting allows reps and managers to perform the following:
- View call reports within the Complete Activities and All Activities lists.
- Create call reports from Activities list pages.
- Create call reports from tasks.
- View reports.
- Select an address related to the account or contact on the call report.
- Audit the accounts or contacts visited.
View the assets owned by your customers and allow reps to add team members, contacts, service requests, leads, opportunities and activities to manage assets and identify new opportunities for expiring assets.
Manage assets within Oracle Engagement Cloud. Now available as a standard object within Application Composer, you can do the following:
- Hide or show the Assets icon on the homepage. The Assets icon will display by default.
- Create dynamic page layouts for assets, based on role or other criteria.
- Configure analytics subtabs for assets. Three subtabs are available, one will display by default.
- Associate assets with custom objects and standard objects, including the contacts, leads, opportunities, service request, team and attachments objects.
- Add a custom child object for Asset to store 1:M Asset relationships.
- Import or export asset records.
- Integrate assets in Oracle Engagement Cloud using SOAP and RESTful Web services.
Reps can:
- View the Assets list from the Assets page, if enabled.
- Search for Assets, create or update saved searches and export assets.
- Create and edit assets and associate accounts, contacts and households to assets.
- Manage related service requests, leads, opportunities, contacts, teams from subtabs within the Assets Edit page.
- Access standard reports for assets.
Manage the entire life cycle of sales leads from the initial contact to conversion.
Enhanced Lead-to-Opportunity Conversion
Configure and copy all notes, attachments, and activities from the lead record to the opportunity record during conversion. Enhanced conversion will automatically transfer all activities, notes and attachments related to the lead to the opportunity in order to maintain all history. Additionally, you can configure the Convert Lead dialog box to allow reps to change the values of data they transfer to the opportunity record during conversion.
Create a group of tasks for a lead with a single click using predefined templates. You can set up task templates and show the ‘Create Tasks from a Template’ option on the Activities subtab for leads.
Territory Based Resource Assignment Option
Prevent additions to the opportunity team during assignment. The Territory Based Resource Assignment Style profile now includes an additional option, Exclude All. This option designates that territory members will not be added to the opportunity team during assignment.
With a single click, ensure that all products included in an opportunity are eligible for selection. Eligibility is based on the eligibility criteria defined by the organization.
Leverage assessments to evaluate leads, opportunities, accounts, contacts and households.
Create multiple versions of assessments from the same template and save the completed assessments with the leads, opportunities and accounts. Multiple assessments allow reps to submit quarterly assessments to evaluate account health and complete monthly partner assessments using the same questionnaire template.
Accurately estimate sales and make informed business decisions when you can view, manage and submit forecasts from your desktop or mobile devices. Oracle Engagement Cloud offers enterprise-level forecasting capabilities and embedded forecast analytics that provide an accurate view of the entire business.
Simplified Forecasting Administration
Enable forecasting for new implementations with a single click. Simplified forecasting administration allows you to configure a set of default options that can be altered as needed and includes the option to schedule one background process that automatically runs all background tasks required for forecasting.
Submit forecasts for more than one forecasting period at the same time. You can define the number of forecast periods that are both editable and viewable at the same time.
For example, if the forecasting period is a quarter and the number of concurrent forecasts is two, then reps can submit forecasts for both this quarter and next quarter.
Forecast Item Snapshot History
View changes to forecast items over time, including changes to revenue amount, product quantity, win probability, close date and adjustments. The snapshot history allows managers to focus their attention on opportunities that have been pulled in, pushed out or changed and helps them have the right conversations with reps.
Forecast Search by Territory Owner
Search for past, active, or future forecasts by territory owner. This forecast search option makes it easy to find forecasts by sales territory.
Lightbox makes it easy to share content amongst sales teams. Content sharing allows teams to leverage high-quality content, ensure brand consistency and reinforce product terminology. Lightbox allows reps and managers to upload, search, view, download and share slide presentations, PDF documents, HTML5 microsites and images using a simple shopping cart experience.
Create custom reports and dashboards to review content owned by or assigned to your team. New custom subject areas and reports enable managers to view all content created for a product or service or all documents that meet reporting criteria, such as those that have been published or archived.
See a list of the individuals that have shared access to your content. The list shows the primary content owner, individuals with owner-level access, and individuals with shared access.
Split PDF documents into individual pages and add selected pages to the cart to assemble a new PDF document from multiple documents. View, store and edit information for each page through standard or custom fields.
Add subtabs to Lightbox documents or pages in order to view or capture related information. Related object subtabs may be used for standard or custom objects.
Feedback for Lightbox Documents and Pages
View and edit feedback captured about collateral during sales presentations. Feedback capabilities within Lightbox enable sales teams to do the following:
- View and edit comments and ratings related to documents and pages.
- Review details about the presentation, including attendees and duration of presentation attended by each customer contact.
- Download, upload and capture meeting feedback and information using prebuilt REST APIs.
Create a catalog of products for sales reps to select from when they enter opportunities and leads. Products and promotions help sales teams streamline orders and offer the flexibility to manage new product offerings as well as discontinued products.
Restrict the products available for selection based on the country associated to the opportunity account. You can specify the eligible list of countries for a product within product group setup. You can also use the Eligibility Engine at the product group usage level to further control the product eligibility setup.
Designate the product groups available for selection from the browse catalog or product group search results. Product groups with the Allow Selection field unchecked within product group setup will not be available for selection within the browse catalog and will not return in search results.
Furthermore, the Allow Selection field will be used to allow or disallow product group selection for the browse catalog and product group search only when the Enforce Product Group Selection flag, in the product group usage setup, is set to 'Yes'.
Make the Territory filter option checked or unchecked by default for product group search, product search or the browse catalog. You can use the new Filter by Territory display option for the territory engine function at the product group usage level. The following options control the territory filter:
- Display choice - checked by default – The Filter by Territory checkbox in the browse catalog, product search or product group search will be checked by default, so the territory filter will be on.
- Display choice - unchecked by default – The Filter by Territory checkbox in the browse catalog, product search or product group search will be unchecked by default, so the territory filter will be off.
Enlarge product images to make it easier to find the right products. You can now click the image in the edit product user interface to enlarge product images.
Use familiar tools and functionality so there is less disruption in daily routines. With Oracle Sales Cloud for Outlook, IBM Notes, Gmail, and Office 365 you can access your Oracle Engagement Cloud data within your email application.
Manage your contacts, tasks, appointments, accounts, leads and opportunities from within Microsoft Outlook.
Monitor who is using Oracle SalesCloud for Outlook and see how often they are using it. Enable the health monitor task in order to view the status of synchronizations for all members of the sales team.
The Outlook Health Monitor allows you to do the following and more:
- View the status of synchronizations for all members of the sales team.
- View how often and when the last sync occurred.
- View the number of transactions synchronized.
Configuration and Customization Options
Use Application Composer to do the following:
- Make accounts and contacts read-only.
- Designate address fields as required within Outlook, based on sales profile options.
Partner Relationship Management
Oracle Engagement Cloud streamlines partner relationship management (PRM) and indirect sales processes to increase the value of the channel partner network. Release 13 builds on an already broad PRM offering with enhanced partner management, business plans, marketing development funds (MDF), deal registration, analytics, partner asset management and more.
One-Step Active Partner Creation
Setup and activate new partners in one step, with minimal information. Channel managers can create a partner and primary partner contact and immediately activate the partner from a single screen.
Comply with industry and company audit policies with full audit capabilities for Marketing Development Funds (MDF) and deal registrations. Full audit capabilities include audit configuration for objects and attributes, general audit capture, impersonation audit and audit reporting.
Embedded Conversations Related to Partners and Deal Registrations
Engage in conversations related to partner accounts and deal registrations. Channel managers and other approvers can now start Oracle Social Network conversations within the context of the partner or deal registration record, enabling channel sales teams to track and find conversations easily.
Enable partners to track the same goals and metrics as channel account managers and channel sales managers so they can work together to close deals faster. New, prebuilt tiles and detailed reports give partner sales reps and partner sales managers access to critical data from the configurable homepage.
- Won Revenue – Number of won opportunities owned by the logged in user and closed in the current quarter.
- Top Open Opportunities – Number of open opportunities owned by the logged in user that have a win probability greater than 70% and are expected to close in the current quarter.
- Stalled Opportunities – Number of open opportunities owned by the logged in user that have been in the latest sales stage longer than the stipulated number of days, and are expected to close in the current quarter.
- Open Opportunities – Number of open opportunities owned by the logged in user that are expected to close in the current and the next quarter.
- Open Leads, Age 0-3 Months – Number of qualified and unqualified leads owned by the logged in user, with an age between 0 and 3 months.
- Open Deal Registrations – All deal registrations that are pending approval or returned, as well as those that are approved and expiring within 30 days.
- MDF Requests (Partner Sales Manager only) - Number and amount of MDF requests accessible by the logged in user that are pending approval.
- MDF Claims (Partner Sales Manager only) - Number and amount of MDF claims accessible by the logged in user that are pending approval.
- Business Plan Objectives (Partner Sales Manager only) - Objectives associated to all approved business plans that are owned by the logged in user.
Enhancements to business plans allow you to do the following:
- Embed reports within the analytics subtabs on Business Plan pages.
- Copy an existing business plan, with the option to copy all associated objectives.
- Split objective targets and save the split criteria as a split template, to be used for new objectives.
- Create reports showing business plan objective split details.
- Adjust the objective level target, attainment and split values within the Splits subtab.
- Build and integrate with applications using RESTful services for business plans, business plan objectives and notes.
- Raise public events for business plans that invoke integration flows in ICS.
- Import and export partner business plans.
Deal Registration Total Amount Calculation
Get a calculated total deal amount automatically when you create and update the list of products on a deal registration. You can enter a revised total to override the total amount of the deal registration. The deal total will recalculate when you add or remove products or change the price or quantity of any product. This solution automates deal registration total calculation and allows the flexibility to change the system-calculated amount.
Save time by copying existing deal registrations. Partner and channel users now can copy an existing deal registration with one click and start editing it immediately. You can configure which fields are copied from the source deal registration into the new registration.
Pending My Approval List in Deal Registration
View a list of deal registrations pending your approval using the Pending My Approval list. This list shows only those deal registrations that you must approve. It does not show deal registrations that you have access to view but do not require your approval. The Pending My Approval list enables reviewers to easily track the deal registrations pending their review.
Link partners to assets in Oracle Engagement Cloud so that channel account managers can begin to define the assets associated to each partner. The Assets subtab is hidden by default, but can be exposed for your partners and channel managers with minor configuration using Application Composer.
Partner Contact Hierarchy Management
Manage changes to head of partner contact hierarchy. Channel managers and partner administrators can update the head of partner contact hierarchy by promoting another partner contact with a managerial resource role to the head of hierarchy.
View channel territories from the Territories section of the Partner Team subtab. The enhanced view allows channel managers to easily see the territories and individual channel account managers assigned to any partner from a single subtab.
Oracle Customer Data Management allows organizations to consolidate and maintain a best version customer profile that reps and managers can trust. Organization can then leverage clean, consistent and consolidated data across multiple systems.
Create and adjust match rules and scores. Oracle Customer Data Management offers the ability to use a custom method that meets your organization’s data match requirements.
Optional Exact Name Match for Accounts and Contacts
Disable exact name match for accounts and contacts when Data Quality is turned on. Two new profile options allow you to ensure that the Data Quality engine does not return an exact name match when you create new accounts or contacts.
Export account hierarchy information for use in other systems. With Parent Account Party ID available as an attribute for the Account Profile export object, you can export account hierarchy information and recreate account hierarchies within other applications. Any account that does not have a parent ID will have a null value.
Enhanced Security for Personally Identifiable Information (PII)
Secure data or information that is used to uniquely identify, contact or locate a person. Personally Identifiable Information (PII) includes data such as social security number, home address, bank account numbers, home phone and more. These enhancements provide additional security to protect confidential and sensitive contact data and prevent unauthorized use.
The following two new data security privileges allow you to secure Mobile Phone Number data:
- View Trading Community Person Mobile Phone Number
- Manage Trading Community Person Mobile Phone Number
Each sales job role will have access to the Mobile Phone Number field by default. You have the option to remove access for any job role.
Maintain a set of valid keys as part of the configuration lifecycle. Incremental key generation will help to fill the key generation gaps created by users disabling real-time key generation processes.
Merge Performance Improvements
Match and merge large volumes of data with greater efficiency. Oracle Customer Data Management offers improved merge performance and faster cycle time for merge requests. You can also tune auto-merge performance through profile options.
Sales Performance Management (SPM) enables companies to improve sales effectiveness, optimize sales coverage, drive sales behavior, streamline incentive compensation and better align quotas to sales strategy.
Incentive Compensation empowers organizations to streamline the rollout of new plan initiatives, provides productivity tools to reduce administrative costs and presents relevant business insights to drive sales performance.
Enhanced Collection for New Participants
Use mappings, rules and a new process to populate attributes for new participants. The following three main components offer enhanced collection for new participants:
- Define a mapping from source work assignment objects and attributes to participant attributes. For example, you can map the participant cost center to the department cost center.
- Define reusable rules with selection criteria for persons and parties qualified to be collected as new participants.
- Use a new process that collects the qualifying persons and parties based on your selection rules and creates them as participants. The process also uses the defined mapping to populate the participant attributes for the new participants.
Enhanced Collection for Participant Updates
Streamline the collection of person work assignment updates and corrections from HCM Cloud and the collection of file-based participant updates. With HCM Cloud integration, you can define a mapping from source work assignment objects and attributes to participant attributes. For example, you can map the participant cost center to the department cost center. A new process runs all participant processes with a single submission. The process reviews the work assignment updates provided by HCM web services and updates existing participant attributes where their work assignment changed. The process will also collect files that you have uploaded to the participant Web Center folder.
Automated Participant Termination Processing
Streamline the participant termination process when an employee's work assignment ends. You can select options to determine the participant assignment end dates. A new process reviews the termination information provided by HCM web services and end-dates existing participants and their assignments based on the options you selected. Alternately, a new method is available for the incentive compensation participant version 2 web service for participant terminations.
Automate the assignment of participants to incentive roles using rules based assignment for participant information such as job code, country, and department. Using the role assignment process you can do the following:
- Bring new participants on board quickly and manage their assignments to compensation and payment plans effectively.
- Automate the end-to-end process that imports participants, assigns roles, and assigns the participants to various compensation objects
- Configure to include manual reviews of the proposed role changes before they become effective.
Efficiently process payments with the following enhancements:
- Participant home currency changes – New options make it easier to handle changes to participant home currency. You can use the participant's currency as of the event date or you can convert payment transactions to the participant's latest currency (as of the pay date).
- Additional Details on the Manage Paysheet page – Additional columns offer more paysheet information directly within the Manage Paysheet search area. You can view more information without having to drill into each paysheet. New labels for existing columns better reflect the information displayed.
Individualized Plan Document Text
Add individualized text to plan documents for selected reps and add common text to plan documents for all other reps. Individualized text ensures that each rep sees their unique content within their plan document. For example, reps may see a specific list of accounts or territories or they may see specific legal content.
Auditing for Credit Rules, Participant Goals and Participants
Audit transaction records for credit rules, participant goals and participant-related business objects. For each of these objects, you can audit specific attributes or all attributes and can see changes to the attributes, including record creation, updates and deletions. You can monitor attribute changes using the Audit History tool.
Import Participant Plan Updates
Use file-based data import to make bulk updates to the following fields within the Individualized Compensation Plan object:
- Individualize Target Incentive
- Target Incentive
Flexfields for Participant Plans
Add flexfields to capture additional information for the participant plan. Once enabled, the fields can be updated within the Participant Snapshot work area. You can also update the values using a web service or file-based data import.
Participant and Participant Manager Infolets
Monitor earnings and attainment using the configurable homepage. New, analytics pages with prebuilt infolets deliver key performance indicators specifically designed for Incentive Compensation participants and participant managers and offer one-click access to detailed reports.
Territory and Quota Management
Model and evaluate sales territories and define sales objectives and quotas to ensure optimal territory coverage. Use advanced modeling and analytics to evaluate and affect sales performance.
Grouping for Split Geographies
Define territories based on postal codes with ease. You can now group the dedicated master geography level, such as postal codes, making it possible for your territory definitions to reference the whole postal codes rather than many individual postal code splits. This enhancement includes changes in the following functional areas:
- Master Geographies – Designate which of the master geography structure levels is subject to grouping.
- Territory Geographies – Initiate geography groupings to create grouping zones.
- Territory Management – Define territories referencing the newly created grouping zones rather than split geographies.
- Business Plans and Objectives – Define objectives splits using grouping zones rather than split geographies.
- Analytics – Create territory reports based on the grouping zones rather than split geographies.
Move territories from one territory hierarchy to another by changing the parent territory using Oracle Engagement Cloud’s simplified pages. You can simply change the parent territory by searching for and associating the new parent territory in the Parent Territory field.
Quickly find the right territory team members so you can view and update their membership. With simplified team member management, you can search for a specific team member and make updates with ease.
Create reports, analytics and infolets that include territories with associated named accounts. New BI metrics include data for named accounts that are included in the territory by inclusion or exclusion.
Simplified Territory Forecast Enablement
Create territories with forecasting enabled by default. Easy-to-understand fields make it easy to select the right forecasting options for your territories.
- Enable Forecasting – Indicates the forecasting is enabled for the territory. There are four options to select for forecasting enablement:
- Prime only – Revenue forecasting. This is the default option selected.
- Overlay only – Non-revenue forecasting
- Prime and Overlay – Revenue and non-revenue forecasting
- Disabled – No forecasting
- Forecast Invisible to Owner - Indicates that the forecast is not visible to the owner of this territory, but is visible to parent territories only.
Simplified Terms and Conditions Authoring
Manage your legal language as a single Word document to simplify the terms authoring process. If you do not need to track individual clause usage or report clause deviations, you can simply use your existing Word document template and embed variables to merge the legal template with your contract details. You do not have to break your established terms templates into individual clauses in the Terms Library.
Proactively track and process contract renewals to secure the contract revenue stream. You can define the default renewal rules used for the automated contract renewal process. For example, you can choose to add the rep's name to the renewal contract, set a minimum duration for the renewed contract or automatically have a price adjustment applied for the renewed term.
Keep track of who changed the status of the contract. Contract history shows the name of the user that initiated the status change, such as who put the contract on hold.
Create clauses in the Terms Library using an XML file import process. Having created your XML file with your clause data, place it in a Universal Content Management (UCM) account where you can import it to your Terms Library.
Use contract Web services to do the following:
- Manage contracts from external systems using RESTful Web services.
- Complete the round-trip movement of contracts. In addition to the ability to create contracts and author negotiated terms and conditions within Enterprise Contracts or using Web services, you can now use Web services to return the final Primary Contract Document to an external application.
- Take advantage of an expanded set of attribute name and ID pairs to pass either the record identifier or name as the input parameter of the Web service. For example, you can now send either the status of the contract as displayed on the user interface or you can send the status code to create or update a contract.
Use file-based data import to migrate existing sales agreements from your external systems to Oracle Engagement Cloud so you can continue to edit and manage them in your contract repository.
Configuration and Customization
Oracle's standards-based, open, flexible and unified CX platform makes it easy for developers to rapidly build and deploy a wide variety of applications or to integrate with and extend Oracle Sales Cloud.
Oracle CX Application Composer is a tool that enables you to extend and customize the application to meet the unique needs of your business.
Enhanced Field Constraints for Standard Fields
Define field constraints to ensure that reps complete and update the right fields. Within Application Composer, you can now use the following options:
- Conditionally Required and Updatable Fields – Designate constraints for standard fields that allow them to be dynamically updatable or required, based on conditions defined with Groovy script. For example, you can make Win Probability (%) a required field when the opportunity reaches a particular sales stage.
- Required Dynamic Choice List fields – Make standard Dynamic Choice List fields required. You can make any non-required field, such as the account field for opportunities, a required field by simply designating a field constraint.
Default Parent Context to Custom Subtabs
Save time when creating new records for standard sales objects in custom subtabs. When created from custom subtabs, information from the parent record can be passed to the appropriate fields within the new record through Groovy scripting.
Enable mass update and define which fields are available for mass update within standard or custom object pages. You can configure dynamic layouts for standard or custom objects to include the Mass Update action. Once the Mass Update action is selected, you can do the following to configure mass update fields.
- Select standard or custom fields for mass update from a list of updatable fields available for standard objects.
- Select custom fields for mass update from a list of updatable fields available for custom objects.
- Define role-based dynamic layouts to offer mass update fields relevant to each job role.
Only those fields selected will be available when reps or managers initiate the mass update action. Product teams can further exclude updatable fields from mass update.
Dynamic Filtering Criteria for Custom Relationships
Construct dynamic search criteria for custom dynamic choice lists or reference relationships to filter data based on current record context. Advanced Mode allows you to define data filters that allow reps to do the following:
- Select assets for an opportunity, based on the assets associated to the account.
- Add contacts for a custom object from within the Contacts subtab, based on the contacts for the account associated to the custom object.
Existing filter mode allows filtering custom dynamic choice list records using predefined named view criteria that simplify common searches. For example, Accounts dynamic choice list fields can use predefined view criteria called “AllAccounts” to exclude Competitors, Suppliers, Partners
Dynamic Choice Lists Auto-Suggest Supports “Contains” for Custom Objects
Configure auto-suggest for dynamic choice lists to use the Contains operator, rather than the Starts With operator. For example, the custom object ‘Airport’ stores airport names starting with country code, airport code and then city name. Using the Contains operator for auto-suggest, you can narrow the suggested shipping locations by typing in the city name.
NOTE: The Contains operator is supported only for dynamic choice lists of custom object and not standard objects.
Custom Subject Area Enhancements
Take advantage of more comprehensive reporting with the following enhancements to custom subject areas:
- Currency Support for Custom Currency Fields
- When creating a custom subject area for a custom object, the currency code field is now available for custom subject areas and reporting.
- Improved Reporting on Fixed Choice Lists
- When filters are used on a custom fixed choice list field in a report, filtering will be automatically based on the Lookup Code. Filtering on lookup code is especially important and efficient for multi language support. This applies to all custom fixed choice lists and custom and standard subject areas.
In addition to providing a wide set of prebuilt integrations, Oracle also provides an extensive set of tools and capabilities for building custom integration flows.
Integrate Oracle Engagement Cloud with other customer experience and on-premises applications. In addition to Oracle’s core integration capabilities such as Web services and file import and export, you can build integrations using Oracle’s Integration Cloud Service (ICS). To communicate with ICS, CRUD operations in the application now raise public events that invoke integration flows in ICS. Events for ICS integrations are available for the following objects:
- Activities
- Assets
- Notes
- Opportunity Notes
- Partner Notes
- Leads Notes
- Deal Registration Notes
- Business Plans
Build custom applications, such as mobile apps or custom UIs, and integrate with a wide array of applications using RESTful Web services. New RESTful Web service APIs for Oracle Engagement Cloud make it possible to do the following:
- Assets
- Find, create, update and delete assets
- Territories
- Create, read, update and delete sales territories
- Territory Proposals
- Create, read, update and delete territory proposals
- Sales Objectives
- Create, read, update and delete sales objectives
Groovy Script Actions in Object Workflows
Invoke Groovy script as an object workflow action to call an external Groovy object function. For example, you can trigger a Groovy action to close all open tasks for an opportunity when the opportunity is closed. You can choose to create a new object function method or choose an existing method. In order to invoke Groovy script, the visibility field on the method needs to be set to Callable by External Systems.
Oracle’s Setup and Maintenance tools offer easy-to-use tools to accelerate your implementation.
File-Based Data Import / Export
Import data from external sources and export data from Oracle Engagement Cloud using CSV or XML files.
Map import data with ease using friendly display names within the import user interface. Easy-to-understand field names allow you to more accurately complete the import activity and reduce mapping errors.
Alternate Keys for Custom Objects and Relationships
Use alternate keys to link source and destination objects. Alternative keys allow you to save time by eliminating the need to match records to system-generated ID values.
Using alternate keys instead of record ID values, you can do the following:
- Update and associate custom object records
- Import and update custom attributes
- Import 1:M and M:1 relationships
Maximum Record Count Functional Limiter
Ensure that import actions do not exceed the functional capabilities of the application. Functional limiters offer clear guidance on the maximum number of records that can be imported in a single batch.
Import data directly into intersection tables to define many-to-many relationships between records.
Import-Based Assignment Using Email Address
Associate an account to an owner based on email address using File Based Data Import. Formerly, the owner’s party ID was needed to assign an account to an owner. Now that assignment can be done using email address.
Efficiently complete import mapping for accounts and contacts. The simplified object model limits the set of target objects and target attributes exposed within the import tool.
Review input files to help troubleshoot import issues. The input file is now available for download from the Import Status page.
Enhanced Import/Export for Accounts and Contacts
Import standard attributes, extensible attributes and related custom objects for accounts and contacts. The following standard child objects for account and contacts offer simplified import: address, sales team, classification, sales team member and attachments. The simplified import view offers field label consistency between the import and end user interfaces, clear validation error messages and improved performance.
In addition, you can take advantage of simplified export for account and contact child objects and can export standard and custom attributes such as address, sales team, classification and sales team member.
Enhanced Templates for Opportunity Import
Leverage seeded import mappings in order to simplify import mappings for the opportunity object. The following additions and changes to seeded templates make it easier to import opportunity details:
- Transactions/Recurring Revenue template
- New template with parent schedule line attributes that can be used to irevenue line items for
- All Related Objects template
- Opportunity deal object attribute added
- Product Group Internal Name and Revenue Amount attributes included
- References and responses attributes removed.
- Opportunity Revenue-Customer Party Number attribute removed
- Opportunity Resource Revenue template
- Opportunity Revenue-Customer Party Number attribute removed
- Product Group Internal Name and Revenue Amount attributes included
- All templates
- Organization Party Number attribute removed
Oracle continues to invest in best practices and technologies that can simplify application setup and implementation.
Take advantage of the new, streamlined sales offering in Oracle Engagement Cloud Setup and Maintenance. The new offering includes 16 functional areas, corresponding to key features in Oracle Engagement Cloud. Each functional area displays required tasks in the order of execution by default. Optional tasks are easy to access from the All Tasks filter.
Efficiently execute core setup tasks using Quick Setup pages. Enabled for three functional areas (company profile, sales foundation and opportunities), Quick Setup allows you to administer these core tasks:
- Review company information
- Change default corporate currency
- Schedule work area search
- Change the default sales method
- Configure opportunity close behavior
Nokia Geography Data Enhancements
Load enhanced master geography data through the Import Nokia Data option. The Nokia data set now includes the following:
- Refreshed data for the United States, the United Kingdom, France, Germany and the Netherlands
- Alternative names to prevent geography conflicts between various data providers
- An updated source, from user defined to Navteq
Sales and Service Role Mappings
Setup sales and service roles efficiently using the following new role mappings:
- Service Roles - Provide seed data for the Customer Service Representative role and the Customer Service roles to simplify the on-boarding experience for Oracle Engagement Cloud deployment.
- Sales Roles – Provide seed data for the new Chief Executive Officer role and the Sales Setup User role to expedite the creation of setup users and the CEO user.
Oracle Applications Security provides a single console where IT Security Managers and Administrators can perform various functions including user lifecycle management, role definition, security policy management (both functional and data), role hierarchy maintenance, username and password policy administration, and certificate management. The console also enables users to simulate the effect of security changes, to run security reports, and download a connector for integration with Microsoft Active Directory.
Predefined Role for Read-Only Access
Grant limited access to Oracle Engagement Cloud with the predefined, read-only job role: Sales Restricted User. This new role offers the following access:
- View accounts, contacts, leads and opportunities.
- Create and modify reports and analytics.
- Update, create and manage service requests and other non-sales data, such as HCM data.
- Edit forecasts.
- Access content in Lightbox.
- Create, update and delete notes, tasks and activities.
This predefined role is designed to meet the needs of the following user groups:
- Back office users in accounting and finance can view reports and edit forecasts and legal users can view activities and interactions.
- Field service reps can view customer 360 information and can see leads and opportunities.
- Seasonal administrative users, such as those in the retail and higher education industries can view leads and opportunities
Oracle Engagement Cloud Service enables omni-channel engagement with your customers and partners to deliver consistent, relevant answers to service inquiries and ensures that service issues are resolved efficiently and effectively. Release 13 adds new capabilities to enable better interactions with your customers across channels, enhance user productivity, expand access to knowledge across the organization, and enhance organizational consistency and performance.
With Digital Customer Service, you can empower your customers to find the right answers to their inquiries and easily interact with your brand. The new Digital Customer Service solution provides an extensible pre-built reference application for common self-service tasks combined with a robust platform to extend and customize the user experience. This dual approach accelerates your time-to-value without sacrificing the flexibility you need in order to create a compelling end user experience.
Digital Customer Service comes with a fully functional reference implementation that allows your end customers to:
- Search and view knowledge articles
- Create, view, and edit Service Requests
- Use the Engagement Cloud Chat and Co-browse channels
- Self-register and create a user account for ongoing use
Digital Customer Service is built on top of the Visual Builder Cloud Service platform, making it easy to extend the reference implementation with additional application functionality. The easy-to-use, drag-and-drop designer enables both business users and web developers to quickly make changes and implement the look-and-feel of your brand.
The highly extensible framework enables you to extend the component library with your own custom components that can access additional data and expose new features to your end users. Custom components that you create can be easily reused across pages and shared with other users and applications.
The Digital Customer Service application is responsive to a wide variety of web and mobile devices, enabling customers to access answers and service interactions anytime, anywhere. Digital Customer Service provides support for 22 languages.
Improve the speed and consistency of agents working on service requests through the use of SmartText. The SmartText feature enables service agents to quickly and easily insert pre-defined blocks of text into service request messages and problem descriptions. SmartTexts can include merge field variables to automatically populate information about the customer and service request to quickly personalize a message. Supervisors or managers can define public SmartText entries that can be shared with the entire service organization, and agents (with permissions) can define their own SmartTexts for their personal use.
Keyboard shortcuts enhance agent usability by reducing the number of keystrokes and UI navigation. This release of Engagement Cloud extends the common set of keyboard shortcuts with additional shortcuts for frequent Service Request actions. Examples of new keyboard shortcuts include actions to compose SR response, add SR internal note, mass update of selected SRs, 'Assign to me' to claim ownership of an SR, copy an SR, run queue assignment, launch co-browse, and so on. Administrators have the ability to configure the mapping of letters and keys for specific shortcuts to ensure there are no conflicts with keystrokes that are reserved by different browser applications.
This release of Engagement Cloud introduces many other usability enhancements to Service Request Management including:
- The ‘Assign to Me’ action is available on the Service Request list page
- A new action on the Service Request action menu allows the user to grab the SR deeplink URL
- Agents can reply inline to internal notes on the SR messages page
- More fields are available for mass update on the SR list page
- Color coding of SR status field on the SR list page is configurable
- Audit log of SR field changes is viewable by employees from the service request
- The spotlight region in Service Requests workspace is extensible in Application Composer to modify the field layout
Define and manage Service Level Agreements (SLAs) that identify the response and resolution times committed to your customers when they request service from your organization. These agreements are tracked as milestones on every service request and managed automatically based on coverages you set up for the different levels of service you provide.
For example, you might set up Standard Support coverage to provide a basic level of service during working hours, while some customers receive Gold Support that applies an enhanced level of service, such as working 24 hours a day, 7 days a week. In addition to varying work hours, coverages can also specify different commitment times depending on service request criteria. For example, highest severity issues may have shorter due dates than normal severity issues.
Once applied, milestones are automatically managed based on criteria you set up, including whether the milestone time should pause counting down (for example, when the service request is waiting on a customer response), when a milestone is considered complete, and when and if stakeholders should be warned that a milestone is close to reaching its expiration time or has passed the due date.
An analytics subject area dedicated to real-time reporting on service request milestones allows agents to quickly see when they have service requests that require immediate action because of imminent or overdue milestones. Managers can look across the organization to view the types of issues that are most often missing associated milestones and take action to improve team performance in those areas.
Configure assignment rules to automatically assign service request to service queues. Use any attribute of Service Request to define criteria for assigning Service Requests to Queues. Use Queues to group and track Service Request performance for a department or a product line or for any other categorization. Use numerous operators and rule sets for easier definition and management of Service Request assignment rules.
Release 13 introduces multiple rule categories to allow maintaining service request assignment to service queues separately from internal help desk requests assignment to help desk queues.
OmniChannel provides automatic, real time agent assignment of communication channels used by your service process. This standardized assignment is managed through the use of a new routing object that is populated with data acquired from each channel communication, and is then passed to the Assignment Engine for routing.
For any new Service Request, once the assignment manager rules select the most qualified Queue, then the OmniChannel framework will be used to locate an agent that is present and is available for new work.
An agent's availability for new work is dependent on the following factors:
- Agents have set their OmniChannel presence to Available
- Agents have also made themselves available for new work via their Availability Group icons on the new OmniChannel toolbar
- The maximum capacity for the interaction type has not exceeded the number defined in the Manage Capacity administration user interface.
Engagement Cloud enables you to define any number of queues to organize your service requests and associate your service resources with each queue. Associate Service Resources to queues directly or as a Resource Group. Configurable assignment rules offer the option to automatically assign service requests to the appropriate queue. When a service request is assigned to a queue, any available resource associated with the queue can search for and view open service requests, take ownership and begin resolving the issue.
Release 13 enhances queues with the option to enable automatic push distribution based on the Omnichannel framework, enabling service requests to be assigned to available resources automatically based on each resource's capacity to take on new service requests.
In addition to sending outbound email responses, new inbound email capabilities in Release 13 make it easier to capture, route, and manage inbound service emails. The following are some of the important capabilities supported by service email:
- Set up one or more service mailboxes to receive email
- Automatically create service requests when new email inquiries are received, and use routing rules to assign SRs to the right queue and available agents
- Use automation rules help match inbound emails to existing contacts in your database
- Set up email filters to reject unacceptable emails
- Capture subsequent interactions into a consolidated service request history
- Leverage Application Composer to customize the service request creation
- Leverage SmartText to quickly compose responses to frequent customer questions
- Use branded HTML templates to format responses to customers
Improve agent productivity and customer experience with Computer Telephony Integration (CTI). Engagement Cloud now provides a framework to enable quick and easy integration of third-party telephony providers to route interactions to the right user within the Engagement Cloud employee user interface. As part of this framework, your company can configure screen pop rules to navigate sales and service users to the appropriate pages based on the information gathered by the IVR and routing system. This allows you to streamline call flows and offer access to critical sales and service information quickly and easily.
Using CTI within Oracle Engagement Cloud, you can:
- Offer extensible, configurable caller verification and guided wrap up steps. Perform reverse lookup against CRM data to automatically identify contacts, accounts, and specific transactions.
- Configure screen pop rules based on tokens passed by the CTI system.
- Capture all inbound and outbound interactions as part of the customer history, including transfers between agents.
- Measure interaction metrics such as number of interactions by channel and average length of interaction.
- Enable UI regions to embed third-party media toolbars and call controls.
- Integrate with any third-party CTI provider through the open, connector-less interface.
View past interactions for accounts, contacts, and service requests. Interaction summary analytics offer the ability to measure the distribution of service interactions across channels and the time that service representatives are spending handling interactions. In addition to analytics, the embedded Interaction History sub-tab shows the history of interactions for the parent object, such as:
- The total number of interactions and the interactions in the last seven days
- A list of all interactions for the associated account, contact, or service request
- The direction of the communication (inbound or outbound)
- The start time, end time and duration of the communication
- The contact and internal resource who participated in the interaction
Engagement Cloud Chat provides real-time communication via instant messaging between users in a service web instance and a service agents. Chat is embedded as a standard pre-built component with Digital Customer Service. By connecting each live chat with the complete customer profile, answers can be delivered both in context and with an eye toward the overall customer experience.
Engagement Cloud Release 13 provides out-of-the-box support for cobrowsing. Oracle CoBrowse enables agents to see a customer's screen in real time during a sales or service call. During a cobrowsing interaction, agents can:
- Quickly understand and solve customer questions and problems
- Guide customers through complex web and mobile activities
- Shop online with customers to create strong sales opportunities
- Deliver personal and efficient service to ensure customer satisfaction
With just the click of a button on your website or mobile application, customers can start a secure cobrowsing interaction with an agent in seconds. There are no downloads or executables required to start cobrowsing. Additional security settings can be applied to further protect customer privacy, such as:
- Defining specific web pages and/or domains that can be cobrowsed or that should be blocked during cobrowsing
- Defining specific desktop applications that can be visible during cobrowsing
- Defining specific form fields that should be blocked during cobrowsing (e.g., SSN or credit card numbers)
Custom channel types can be added when your company needs to integrate a channel type that does not come pre-built with Engagement Cloud. For example, a custom channel type can be created to integrate with an SMS communication tool. Administrators can create a new channel type and channel within Setup & Maintenance, which makes the channel available through the REST API for integration purposes. Administrators can also use Application Composer to extend the attributes of the Channel object, for example to add custom fields needed for data integration with a third-party tool.
Deliver consistent answers to customer questions to ensure that issues are resolved efficiently and effectively.
Configurable Knowledge Homepage
Provide a searchable knowledgebase to your employee community with the new My Knowledge page. This configurable knowledge landing page offers employees the ability to search and browse available knowledge at any time (not specific to a particular service request). Using natural language search an employee can search the knowledgebase to find the most relevant articles matching his or her question, including the option to search across one or multiple languages.
Enhanced Knowledge Administration
Enhanced administration provides the knowledge manager additional control of the end user experience for service representatives that use knowledge to research problems and resolve issues. Administrators can use the enhanced knowledge setup, configuration, operations, and management capabilities to do the following:
- Enable or disable the My Knowledge page on the Navigation menu
- Turn Knowledge access on or off in the Service Request side panel
- Enable or disable the following Knowledge features for support representatives:
- Adding articles to a personalized list of favorites (bookmarking)
- Linking articles to Service Requests
- Filter search and browse lists by locale, product, and category
- Display article snippets in search results
These new administrative options are available via profile options in Setup and Maintenance.
Oracle Transactional Business Intelligence (OTBI) is a real time, self service reporting solution bundled with the Oracle Engagement Cloud. It comes with pre-packaged analytic content built on Oracle’s industry leading BI platform. These include ‘subject areas’ for building your own custom analyses using an easy-to-use and intuitive interface, industry standard metrics, and role-based, best practice reports and dashboards that deliver up to the minute business insight across the entire gamut of your service related business operations.
Release 13 extends core service analytics capabilities to deliver insight into customer interactions, channel usage and SLA milestones with the addition of new pre-built role based content - subject areas, metrics and reports.
Interaction Analytics provides a powerful mechanism for measuring the operational effectiveness of the contact center. With the addition of this analytics feature, service personnel can know the popular channels used by customers to contact them, the contact purpose - i.e., for issues or questions, issue resolution rates and efficiencies for the service provider’s low and high cost channels and many such insights that enable making better channel strategy decisions.
This release introduces two new subject areas to build ad hoc analysis:
- CRM - CRM Interaction Service Requests Real Time
- CRM - CRM Interactions Real Time
Service Request Milestone Analytics
Service request milestone analytics enables customer service managers to understand the quality of service delivery versus organizational commitments. The pre-built analytic content provides insight into how the service organization is performing with respect to meeting SR milestones across key business entities such as customers, coverage levels, products, regions and service teams. Milestone targets met and missed, product or customer segments that need attention, areas of shortfall are some of the key analysis areas covered.
This release introduces two new subject areas to build ad hoc analysis:
- Service - CRM Customer Coverage Real Time
- Service - CRM Service Request Milestones Real Time
Within Service Request Management, agents often need to dispatch field service technicians to resolve customer issues. The Oracle Engagement Cloud Field Service integration leverages Oracle Integration Cloud Service (ICS) to enable service agents to capture and submit work orders to Oracle Field Service Cloud for dispatch and full activity execution. Service Agents can easily define a work order including verifying the customer location and contact information, indicating the appropriate work order type, and associating assets and case notes for reference by the field service technicians. Agents have the option to choose a desired date and time slot manually, or the system can automatically schedule the work order based on the service request resolution milestone.
Oracle Integration Cloud Service provides a configurable process to exchange real time updates between Engagement Cloud and Oracle Field Service Cloud. This ensures that field service technicians continue to receive updated information prior to starting the activity, and service agents within Engagement Cloud get real time visibility on the status of work orders as they are fulfilled by field technicians.
The following events are supported in the pre-built integration flows for exchanging work order updates, and additional events can be configured through Integration Cloud Service:
- Oracle Engagement Cloud
- Created
- Updated
- Rescheduled
- Canceled
- Oracle Field Service Cloud
- Updated
- Started
- Suspended
- Canceled
- Not Done
- Completed
- Moved
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