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 18C | Revised update 18C. |
| 03 SEP 2018 | Update 18B | Revised update 18B. |
| 02 NOV 2018 | Update 18A | Revised update 18A. |
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 | Oracle Sales Planning Cloud | Updated document. Feature delivered in update 18C. |
| 13 DEC 2018 | Update Tasks | Updated document. Revised feature description. |
| 13 DEC 2018 | Post-Update Tasks > Enable New Sales Offering | Updated document. Revised feature description. |
| 13 DEC 2018 | Participant Beginning and Ending Balance Integrity | Updated document. Revised feature description. |
| 13 DEC 2018 | Extensible List of Values for Accounts, Contacts, Households, Assets, and Resources | Updated document. Revised feature description. |
| 02 NOV 2018 | Search and Workspace User Experience | Updated document. Revised feature description. |
| 21 SEP 2018 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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.
Optional Uptake of New Features (Opt In)
We continue to add many new features to the Oracle Cloud Applications, and for some features, you can take advantage of new functionality at a pace that suits you by “opting in” to the feature when you’re ready. You can opt in to a feature in two ways: by using the New Features work area, or by using the Setup and Maintenance work area.
To opt in using the New Features work area:
- Click the Navigator, and then click New Features (under the My Enterprise heading).
- On the New Features page, select the offering that includes new features you’d like to review.
- Click Go to Opt In for any feature that you want to opt in to.
- On the Edit Features page, select the Enable option for the feature, and then click Done.
To opt in using the Setup and Maintenance work area:
- Click the Navigator, and then click Setup and Maintenance.
- On the Setup page, select your offering, and then click Change Feature Opt In.
- On the Opt In page, click the Edit Features icon.
- On the Edit Features page, select the Enable option for any feature you want to opt in to. If the Enable column includes an Edit icon instead of a check box, then click the icon, select your feature options, and click Save and Close.
- Click Done.
This section gives you information to help you plan, deploy, and validate your update. We make frequent additions to this document, so don’t forget to check back and get the latest information before your update starts.
Use the following resource to prepare for, deploy, and validate your Oracle Sales Cloud upgrade to Release 13:
- Read the Oracle Sales and Engagement Cloud: Performing Your Release 13 Upgrade (Doc ID 2253572.1) on My Oracle Support to learn how to prepare for, validate, and deploy Release 13.
- If you have not yet done so, review the introduction guide to upgrades: Release Upgrade Planning (Doc ID 2016981.1) on My Oracle Support
- Review the latest Known Issues and Update Documents for this release (Doc ID 1603154.1) on My Oracle Support.
Prepare for you Quarterly Update (Doc ID 2445338.1)
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Opt In Only = These features are made available for use via Opt In. No additional setup steps are required.
Opt In, Plus Additional Steps Required = To use these features you must first Opt In, then perform additional setup steps.
Steps Required (No Opt In) = Setup steps must be performed before these features can be used. For example, new or expanded BI subject areas need to first be incorporated into reports. Integration is required to utilize new web services.
Search and Workspace User Experience
Optimize the performance of search results in work areas and perform keyword searches extremely quickly. Workspace provides enhanced search capabilities across all core sales objects, such as Accounts, Contacts, Leads, Opportunities, Assets, and Activities.
Workspace Search Results for Accounts
Salespeople can use the supplied search filters in the filter panel to filter the results. They can also create their own filters. The available filters show row counts, so that salespeople can see how many rows will be returned before selecting the filter.
Filter Panel and Edit Filters Option
Salespeople can search by related objects. For example, when searching for an account, they can enter the primary contact name or the address.
Actions Drop-Down Menu
Additionally, salespeople can perform some actions directly from Sales Workspace using the Actions drop-down menu.
Steps to Enable
Workspace is available to customers participating in a preview access program. Apply for preview access on the “Search and Workspace User Experience” forum within the Engagement Cloud section of Oracle Cloud Customer Connect.
Actionable infolets are a new generation of infolets that let salespeople:
- Interact with and take quick action, such as accepting a lead, directly from the infolets dashboard.
- Access summarized key sales data points.
- Take immediate action on outstanding sales tasks.
The following sales infolets are available by default:
- My Tasks
- My Appointments
- My New Leads
- My Opportunities
Salespeople can speed sales performance tasks and prioritize items that need attention, using filters to reduce the number of searches required. The infolets support do-not-contact functionality when displaying email addresses and phone numbers.
Actionable infolets have the following benefits:
- View Filters: Access different information on an infolet by choosing different view filters.
- Quick Actions: Take quick actions, such as completing a task or accepting a lead without drilling down into the transactional pages.
- Record Drill-Down Access: Drill down directly to the record details view, bypassing the navigation from the object's landing page.
- Ease of Access: View field labels and long descriptions as hover text on any truncated fields.
- Infolet-Level Actions: Perform actions, such as creating a lead, opportunity, or task, or open your calendar directly from an infolet.
- Infolet Administration: Administrators can configure infolet layout, display different fields, and set a maximum number of records to display on the infolet.
Actionable Infolets
Watch a Demo
Steps to Enable
End-user can sign into the application and access the Sales Infolet repository.
Select Sales Infolet Repository. Click the second page control icon (dot) to go to the Sales infolet repository. Select the actionable infolets that you want to use, and the selected infolets will be displayed on the Sales infolets page.
Tips And Considerations
Actionable infolets, such as My Opportunities and My New Leads, can be expanded to a larger view by clicking the expand button.
Key Resources
Watch Actionable Infolets Readiness Training
Role Information
By default, the infolets are available in the repository for the following roles:
- Sales Representative
- Sales Manager
- Sales VP
- Sales Lead Qualifier
Users with the Sales Administrator role can use Oracle Page Composer to configure the infolets and make them available for additional roles.
The click-to-edit feature lets salespeople:
- Perform inline editing of records directly from landing list pages.
- Update records without drilling down to each record.
- Maintain an overview of the list pages.
- Simplify data entry and improve productivity.
The click-to-edit feature is available from the Accounts, Contacts, Opportunities, Leads, Activities, Assets and Custom Object landing pages.
Watch a Demo
Steps to Enable
Enable the click-to-edit feature by setting the profile option Click-to-Edit on Landing Page Enabled. To access this profile option, follow these steps:
- Sign in to the application as a sales administrator.
- In the Setup and Maintenance work area, use the following:
- Offering: Sales
- Functional Area: Sales Foundation
- Task: Manage Administrator Profile Values
- On the Manage Administrator Profile Value page, search for the ZBS_ENABLE_CLICK_TO_EDIT profile option code.
- Set the Profile Value to Yes.
- Click Save and Close.
Key Resources
Watch Click to Edit Readiness Training
Role Information
Sales Administrator
Accounts, Contacts, and Households
Improved Asset REST Support and Ability to Manage Asset Activities
Manage team members, contacts, and attachments, and retrieve fixed-choice lists of values using the improved Asset REST API. You also have the ability to view and manage activities for assets.
Steps to Enable
Use Oracle Application Composer to expose the Activities subtab on the Assets page.
Salespeople can access quotes in sales, including searching for quotes from the work area or the global search. They can also use the Quotes list page to see a list of relevant quotes.
Steps to Enable
For the Sales and Partner Relationship user roles, enable the Quotes and Orders icon for each user role using the Structure page.
For custom roles, add function privileges and data security policies required to access these feature.
Role Information
The quotes pages are available in the repository for the following roles:
- Sales Representative
- Sales Manager
- Sales VP
- Sales Administrator
- Channel Operations Manager
- Channel Account Manager
- Channel Sales Manager
- Partner Administrator
- Partner Sales Representative
- Partner Sales Manager
Business Intelligence Responsive Window Sizing
Business intelligence (BI) dashboards embedded into the UI auto-resize based on your browser window size. Graphs and charts leverage the available space and minimize the need for scroll bars in your browser window.
NOTE: You must provide additional parameters on the report/dashboard and the properties of the embedded container for auto-resize to take effect.
BI Responsive Sizing
Watch a Demo
Steps to Enable
This feature is available by default to all users.
To enable responsive window sizing, perform the following steps:
- Provide the sizing values in the report view and view the container values.
- When the report is added to dashboard, provide sizing values in the dashboard section and columns.
- Add the report to the application.
- While still in the Oracle Page Composer customize pages screen, click on the settings of the added report and set the following values:
- Under the Parameters tab, set sizing to content.
Sizing Parameter
- Remove Height and Width values.
- Under Display Options, Advanced tab, set Stretch Content to false.
Display Options
Key Resources
For detailed instructions on how to set up the sizing parameters, see the Creating and Administering Analytics for Sales guide, Understanding Responsive Sizing chapter.
Watch Sales Analytics Readiness Training
Create reports on quotes submitted for opportunities.
The Quotes subject area lets you create quote reports that show the opportunities, associated customers, and amounts.
Some of the questions that the Quotes subject area can help answer are:
- What are the quotes created in the current month/quarter/year, or any given time period?
- What are the active quotes in the system and the opportunities for which these were submitted?
- How many times a quote was revised and what is the revenue for that quote?
Quotes Subject Area
Steps to Enable
Incorporate new or expanded BI subject areas into reports. Integration is required to utilize new web services.
Key Resources
Watch Sales Analytics Readiness Training
Partner Relationship Management
Deal Registration Approvals History
Track the end-to-end approval flow of deal registration transactions.
Approval History
The approval history is available, by default, in the Approvals subtab on the Edit Deal Registration page. You can hide the Approvals subtab using Application Composer. When exposed on the edit page, the Approvals page provides the following information:
- Who submitted the transaction and when
- Who are the current approvers
- Who took an action and when
- Approval comments
- Rejection reason
- Return reason
Watch a Demo
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
To use the Approvals subtab, consider removing the following regions from the Edit Deal Registration page to avoid confusion:
- Approval Information
- Approval History
Key Resources
Watch Deal Registration Enhancements Readiness Training
Ability to Revert Deal Registration from Approved or Rejected Status
Users with administrative rights can revert the status of a deal registration from approved or rejected status to pending approval status.
To revert a deal registration that has been rejected, or approved by mistake, administrators resubmit the deal. Upon resubmission, the approval process re-initiates, and the deal is assigned to the first approver who can take the corrective approval action.
Watch a Demo
Steps to Enable
By default, the Sales Administrator and Channel Operations Manager roles have the Resubmit Deal Registration function privilege assigned.
To enable existing administrative users to use the functionality, the security administrator must assign them the Resubmit Deal Registration function privilege.
Tips And Considerations
The sales administrator who resubmits a deal becomes the submitter of the deal. Emails and online notifications for all subsequent approval actions are sent to the approver and the sales administrator.
Use the Application Composer object workflow to create email notifications to keep the deal registration owner informed about all subsequent approval actions, including:
- Email notification that the deal has been resubmitted by administrator and the reason.
- Email notification that the approver has taken a corrective approval action.
Key Resources
Watch Deal Registration Enhancements Readiness Training
Role Information
Users with the following roles can resubmit a deal registration with approved or rejected statuses:
- Sales Administrator
- Channel Operations Manager
Enriched Records Using Incremental Dun and Bradstreet Data
Use the Customer Data Management batch enrichment feature to review enrichment data batches of 100 records. Also, synchronize previously enriched records with monthly incremental updates available from Dun and Bradstreet. Data Stewards can review the enrichment batches before submitting and submit a synchronization job for previously enriched records of more than 100K.
Steps to Enable
No steps are required to enable this feature.
Role Information
This feature is available to Data Stewards.
User-Specified Territory Number in Import
Use a user-defined territory number instead of an application-generated territory number when importing territories.
Steps to Enable
To enable this feature:
- From the Navigator, select Offerings under My Enterprise.
- Select the Sales offering.
- Select View Features.
- Select the Territories functional area features.
- For the User-Defined Number in Territory Import feature, select Enable and the Use Territory Number option.
- Save the changes.
Role Information
Sales Administrator
Forecast sales and manage quotas without setting up dimensional territories. The resource hierarchy is automatically copied to the territory hierarchy. As a result, any changes you make to the resource hierarchy are synchronized with the territory hierarchy. You can use these territories to forecast the opportunity owner or assign quotas.
Steps to Enable
In order to enable this feature, you can not have any existing dimensional territories in the system.
You must run the Refresh Territories from Resources scheduled process. To access the job, navigate to Scheduled Processes and search for the Refresh Territories from Resources process. Ensure that you schedule the process to run prior to each forecast freeze date. The process creates a territory hierarchy, where each territory has a new coverage type of resource centric associated with it. Resource-centric territories cannot be edited or created via the UI, file import, or web services. Update the assignment mapping to ensure the forecast territory is assigned based on the opportunity owner.
To us this feature, enable at least one dimension and add the appropriate new assignment mappings. If the "Refresh Territories from Resources" job is already scheduled, then synchronize the active plan upon successful completion of the job. Additional setup steps are required to forecast using the newly synced hierarchy, including enabling forecasting and running the assignment background job.
Role Information
The setup user has the permissions to run and schedule the Refresh Territories from Resources process.
Incentive Compensation Configuration and Maintenance in Sales Offering
Implement both Sales and Incentive Compensation using one offering. In the Sales offering, the Incentives functional area includes a set of tasks specifically used for configuring and maintaining Incentive Compensation setups.
Steps to Enable
Enable the Sales Offering and the Incentives feature to display the Incentives functional area and tasks when configuring.
- Navigate to the Setup and Maintenance work area and select the Sales offering.
- Select Change Feature Opt In to display the features.
Tips And Considerations
The new Incentives functional area includes both shared and business unit-specific incentive setup. Select the Users and Security functional area to assign business unit access to your incentive administrators and to configure participant manager report security. If configuring additional approval routing for pay sheets, select the Sales Foundation functional area for incentive compensation task configurations.
To provide clarity and consistency with existing sales tasks, the following tasks names have been changed:
| Previous Task | New Task |
|---|---|
| Manage Calendars |
Manage Incentive Calendars |
| Manage Currency Conversions |
Manage Incentive Currency Conversions |
| Manage Incentive Compensation Profile Values |
Manage Incentive Profile Values |
| Manage Incentive Compensation Lookups |
Manage Incentive Lookups |
| Manage Incentive Compensation Descriptive Flexfields |
Manage Incentive Descriptive Flexfields |
| Manage Incentive Compensation Value Sets |
Manage Incentive Value Sets |
Research Assistant Capabilities for Classification Errors
Troubleshoot transaction classification errors and test incentive compensation classification rules using the Research Assistant. Plan administrators can use the Research Assistant to test classification rules before copying them to production. Incentive Compensation Managers and Analysts can analyze any ongoing issues to resolve them quickly.
Using the Research Assistant, you can:
- Search for and select credits or transactions that have classification errors
- Analyze errors using the Research Assistant diagnosis
- Determine the corrective action to resolve the classification issue. Most corrective actions for the rules can be taken within the Research Assistant UI
Steps to Enable
No steps are required to enable this feature.
Key Resources
Watch Incentive Compensation Analytics Enhancements Readiness Training
Automatic Determination of Calculation Batches
Select the new calculation batch processing option Use number of batches and batch size determined by the application for the application to determine the calculation batches. The application automatically determines the optimal number of batches and batch sizes to be included in each calculation job. This determination is done based on the volume of credits to be processed and the number of participants included in the calculation job.
Previous options required you to specify the number of batches or group the participants into different calculation batches.
Steps to Enable
- In the Setup and Maintenance work area, go to the following:
- Offering: Sales
- Functional Area: Incentives
- Task: Manage Parameters
- On the Manage Parameters page, in the Batch Processing Parameters section, select the option Use number of batches and batch size determined by the application for the parameter Calculation Batch Processing.
- Click Save and Close.
Delete Participants and Analysts
Remove participants and analysts that were inadvertently imported using a source file and the Import and Update Participant Details feature. The source file template includes a Delete Participant column where you indicate that you want the participant and any participant assignments to plans, pay groups, payment plans, and roles deleted.
Steps to Enable
- Download the ICParticipantDetailsImportTemplate.xlsm from the File Based Data Import for Oracle Sales Cloud guide, Incentive Compensation Participant Detail import object. Follow the instructions in the template for creating a participant deletion file and uploading it to the content repository.
- In the Participant Assignments work area, run the All Participant Processes or Import and Update Participant Details task to process the file and delete the participants.
Participant Beginning and Ending Balance Integrity
The balance integrity enhancements are for customers who have selected the participant home currency as their business unit processing currency using the Setup and Maintenance, Manage Parameters task.
The participant beginning balance is totaled for your reference and displays in the payment summary reports and the paysheet search results.The balance includes unpaid earnings and recoverable adjustments from the prior period. The processing currency for the participant must be a single currency for the summarized amounts to have significance. For example, a beginning balance that has recoverable balances in Euro and earnings in US Dollars does not convey business information.
Prior to this release, it was possible to assign multiple home currencies to a participant for different date ranges. A new validation now ensures that the home currency remains consistent across participant date-effective records. If you observe the historical subledger balances to be incorrect, submit the new Rebuild Participant Beginning and Ending Balances process.
With this release, the processing currency parameter for a new business unit is limited to the operating currency only. While existing incentive compensation business units can remain with the participant home currency set as the processing currency, configuring new business units for incentive compensation requires the processing currency be the operating currency.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
Prior to rebuilding the balances for all the impacted participants, it is recommended that you follow the steps below to review the balances before and after subledger rebuild for one or two impacted participants:
- Submit the Rebuild Participant Beginning and Ending Balances process with the Preview Impacted Participants action. The process lists the participants eligible for subledger rebuild in the process output log.
- Search and select one of the impacted participants in the Participant Snapshot work area. Scroll down to review the Payment Summary balances before rebuilding the subledger.
- Submit the Rebuild Participant Beginning and Ending Balances process again. To process for just this participant, enter the same participant identifier for both from and to parameters. This time select the Rebuild Subledger action.
- Repeat step 2 to review the updated balances.
Role Information
Incentive Compensation Application Administrator can submit the Rebuild Participant Beginning and Ending Balances process.
Powering Expressions with Value Set Queries
Create data retrieval queries and use them in incentive calculation formulas. Additionally, model extensive attainment and earning calculations using 11 new logical operations and 14 new SQL functions.
Build powerful calculations to match your specific variable compensation needs. Reduce implementation time by letting you quickly create and test select SQL queries for your incentive calculations. Use self-service capabilities to create these queries using existing task flows.
Watch a Demo
Steps to Enable
Create a table-validated value set, by performing the following steps:
- In the Setup and Maintenance work area, go to the following:
- Offering: Sales
- Functional Area: Incentives
- Task: Manage Incentive Value Sets
- On the Manage Incentive Value Sets page, enter the value set code and then select the Incentive Compensation module.
- Select the table validation type and value data type that matches your desired output.
- Do not enable the security.
- Complete the definition to select and limit the set of values that you want to use in the expression.
Add a lookup value to the lookup type Table Value Sets, by performing the following steps:
- In the Setup and Maintenance work area, go to the following:
- Offering: Sales
- Functional Area: Incentives
- Task: Manage Incentive Lookup
- On the Manage Incentive Lookup page, search and select the lookup type ORA_CN_USR_DEFN_EXPRSN_VLE_SET.
- Add a lookup code row and then enter the value set code as the lookup code.
- Enter the lookup code meaning. The meaning displays in the expression builder menu.
- Enter the lookup code description. The description displays as additional information for the plan administrator.
Watch a Setup Demo
Key Resources
Watch Powering Expressions with Value Set Queries Readiness Training
Role Information
The following application administrator roles can enable the feature:
- Application Implementation Consultant
- Incentive Compensation Application Administrator
- Customer Relationship Management Application Administrator
- Sales Administrator.
Partner Dimension Available for IC Analytics
The Partner dimension is now available in the following Incentive Compensation Subject Areas for reporting Partner incentives:
- Transactions Real time
- Credits Real time
- Earnings Real time
- Attainment Real time
- Disputes Real time
- Payments Real time
- Performance & Earnings Summary Real time
Watch a Demo
Steps to Enable
No steps are required to enable this feature.
Key Resources
Watch Incentive Compensation Analytics Enhancements Readiness Training
Research Assistant Classification Error Reporting
To enable reporting on classification errors, the following two fields are exposed in the Transaction and Credit subject areas:
- Process Error Code
- Process Error Reason
Steps to Enable
No steps are required to enable this feature.
Key Resources
Watch Incentive Compensation Analytics Enhancements Readiness Training
Configurable Contract Document Categories
Categorize and keep track of all your contract documents by defining your own document categories. You can create as many categories as needed to group your contract documents, for example, into Emails or Letters. Your new categories work in the same way as predefined categories, allowing you either browse for a file or by provide a URL to the document.
Steps to Enable
- Go to the Manage Attachment Categories task in Setup and Maintenance.
- Search for categories assigned to the module Enterprise Contracts.
- From the search results, create your new attachment category.
- The User Name that you enter will be the category name that will be listed on the Documents tab in the Supporting Documents region.
- Assign your new category to the Enterprise Contracts module.
Assign New Category to Enterprise Contracts Module
- In the Attachment Entities region, assign your new category to the Contract Supporting Documents entity and save your changes.
Assign Category to the Contract Supporting Documents Entity
- Create or edit a contract, navigate to the Documents tab, and add documents to your new category that is now listed in the Supporting Documents region.
Create or Edit Contract and Use New Attachment Category
Tips And Considerations
After adding your new document categories, sign out and back in to the application in order to see them in the Contract Documents UI.
You can also use your new document categories when creating or changing your contracts using the Contract SOAP web services or the import process.
Revision Tracking for Changes Made to Terms and Conditions Using the Word Add-In
Integration with Microsoft Word has been expanded in this release with new actions in the Oracle Contracts Add-in to support the contracting lifecycle. You can now download your contract, make changes, and upload your revisions entirely within Word. You can use native Word features to track changes and compare document versions. When uploaded back to Enterprise Contracts, your document revisions are tracked so you can keep track of the negotiation cycles and see who made exactly what change and when.
As well as structured or simplified terms that are sourced from a terms template and downloaded as an XML document, you can also use the new Word actions to Download, Upload, and Compare for contract terms that are managed as an attached document.
Oracle Contracts Add-In
Additional actions in the Microsoft Word Oracle Contracts Add-in support the offline download and upload process.
Oracle Contracts Word Add-In
Download
You can now download a contract directly from Microsoft Word. After connecting to the application, you can search for your contract, or find it in the list of recent contracts, or contracts that you own.
Search Contracts from the Oracle Contracts Add-In
In addition to the Download action from Microsoft Word, you can continue to use the Download action from the application. In either case, you have the option to download a regenerated copy of your contract terms, or the last revised copy. The last revision document would show the tracked changes in the most recent document uploaded from Microsoft Word. If you download a regenerated document, it would reflect any changes made in the UI such as new clauses, or updated variable values.
Download Contract
Once downloaded to Microsoft Word, you can edit the contract, using the Terms Library actions as needed to add sections, clauses, and insert variables. By default, Track Changes is enabled and all changes are tracked. You can circulate the document to other Microsoft Word users to add their changes.
Reviewing Pane Showing Tracked Changes
Upload
When you are ready to upload your changes to the application, you have the option to review them first, just as you would have done if you had used the Upload Contract action from the UI.
Once uploaded from Microsoft Word, the document, along with its tracked changes, are stored in the application as a Revision Copy. These documents are stored as a new document type, listed in a new region on the Documents tab.
Uploaded Revisions On Documents Tab
Compare
Once multiple revisions exist for the contract, you can compare and see the changes that were made across revisions. You can do this using the Compare action from the Oracle Contracts add-in. You select the two documents you want to compare from the list of revision documents that were uploaded from Word to the contract in the system.
Compare Documents
Steps to Enable
Download the Word Add-in installation zip file from the Contract Terms tab and re-install to access the new actions in the Oracle Contracts add-in in Microsoft Word.
Tips And Considerations
When working with contract terms as an attached document, you can only use the Oracle Contracts add-in with documents in a format that Word can open, e.g. XML, DOCX, DOC.
Use the Horizontal Reviewing Pane to see times of changes as well as who made the change.
If you use the Upload action from the application UI, you will be required to accept all changes in your document first, as was required in prior releases. If you want to preserve your tracked changes and save them on your contract as an Uploaded Revision document, you must upload from Microsoft Word.
If you change the filename or change the contract terms source, then any tracked changes will be lost.
Control Terms and Conditions HTML Preview Refresh
Control when the contract terms preview is displayed on your contract. For very large contracts, you may prefer to manually control when you want to refresh and preview your clause updates, instead of waiting for them to load automatically.
When using this feature, you will see a message advising you to hit the Refresh action when you are ready to preview, instead of automatically loading the terms and conditions on the Edit Contract page.
Contract Terms
When you refresh, you will see a progress bar while the terms and conditions are generated.
Contract Terms Generation
Steps to Enable
In the Terms Library, check the Enable manual terms refresh option for the terms template where you would like to control the refresh yourself. You can make this change in any status; you do not need to revise your terms template and resubmit for approval.
Enable Manual Terms Refresh Option on Edit Terms Template
Tips And Considerations
Existing terms templates do not have this box checked. The behavior of your terms preview is unchanged, unless you select the Enable manual terms refresh option for your terms template.
You can only enable manual terms refresh on terms templates of type Structured.
Create records from single-select, multi-select, standard, and custom pickers. For example, if you cannot find a contact to add to a new appointment, then you can create a contact from the multi-select Contact picker.
Add Button
Create Page for the Record
Contact Picker with New Record Selected
Steps to Enable
Making the Configuration Changes
- Activate a sandbox.
- Navigate to Oracle Application Composer and select Mobile Application Setup (under Common objects).
- In Mobile Application Composer, select the parent object that you want to configure. For example, select Contacts.
- Select the Picker component.
- In the Standard layout, select the actions menu (the three dots).
- Toggle on the Create functionality.
- Click Save.
Publish your sandbox to distribute your configurations to all Oracle CX Cloud Mobile users.
Tips And Considerations
In the web application, when creating a contact record from the Contacts picker, the related account information carries over to the new contact record by default. In Oracle CX Cloud Mobile, when creating a record from a picker, users must select related information for that record.
For example, when creating a contact from the Contacts picker on the Create/Edit Appointment page, users need to select the account associated with the contact record, even if they have already associated an account with the original appointment. If users don't associate an account with the newly created contact, then the new contact will only be associated with the appointment; it will not be related to the account.
Role Information
- Sales Administrator
- Sales Representative
Improved Address Section in Accounts and Contacts
Manage various address formats from your mobile phone. The highlights of this feature include:
- Address fields change based on the country selected.
- Mandatory address indicators and lists of values for addresses that are available in the web application are available in the mobile application.
- Multiple addresses displayed in Accounts and Contacts.
Manage Addresses
Steps to Enable
The following steps are required to enable multiple addresses for Detail, Create, and Edit pages in the CX Cloud mobile app:
- Activate a sandbox.
- Navigate to Oracle Application Composer and select Mobile Application Setup (under Common objects).
- Select CX Cloud Mobile.
- Click on Accounts in Application Features.
- In the Application Features section, select the Detail layout.
- In the lower portion of the region, duplicate the Standard layout.
- In the cloned layout, find the Primary Address field in the list of fields. Remove it by clicking on it and then deleting it.
- Drag and drop the Address field, available under Available Fields, onto the canvas.
- Click Save.
- Publish the sandbox.
Follow these steps to enable multiple addresses in the Create page layout and for Contacts.
Role Information
- Sales Representative
- Sales Administrator
Enable attachments for top-level custom objects, so that users can view and add attachments (such as photos, videos, and voice notes) to custom objects.
Steps to Enable
On the detail layout of custom object, click "Related Items" and then drag and drop "Attachments" from the related items on to the canvas to enable attachments on top level custom object.
Role Information
- Sales Representative
- Sales Administrator
Adoption and Usage Data from Application-Transmitted Metrics
Keep track of mobile application user adoption and usage by gathering anonymous, non-personally identifiable information from Oracle CX Cloud Mobile sales teams.
The application captures all user interactions and tags them with the appropriate sales entity information. From a security perspective, the application does not track any personally identifiable information during usage.
After administrators enable tracking, they can view the time-filtered data in the Usage tab, available in the Mobile Application Composer object in Oracle Application Composer. The application provides the following charts and graphs:
- By Device: Usage data split across different devices used to run the application.
- By Platform: Usage data split across different mobile operating system (OS) platforms used to run the application.
- By Page Views: Sums up the number of times all users accessed various pages of the application.
- By Action: Sums up the number of times actions such as create, update, delete, and read were performed across all objects enabled for mobile.
- By Object: Sums up the number of times that different objects were accessed on mobile.
- By Offline Usage of Object: Usage data split across online and offline modes, for all objects enabled for mobile.
- By Offline Usage: Sum total of all usage data split across online and offline modes.
- By Active User Sessions: Count of all users who logged in to the application during the particular time period selected
Steps to Enable
You have an option to enable or disable usage tracking.
- Sign in to the web application and activate a sandbox.
- Navigate to Oracle Application Composer.
- Select Mobile Application Setup (under Common Setup).
- In the Application Features section, click Settings.
- Within Settings, in the Usage Settings section, toggle on or off the setting Track Usage.
- After you turn usage on, you can also select the geographies (countries) for which you wish to turn on usage tracking.
- Click Save.
- Publish the sandbox.
Role Information
Sales Administrator
Multicurrency Support for Opportunities
Create opportunities in the Oracle CX Cloud Mobile application using the Oracle Engagement Cloud currency or the user's preferred currency. Opportunity amounts in different currencies are converted using applicable exchange rates for business unit reporting in the user's preferred currency.
Steps to Enable
Follow these steps to enable the currency field for user input on opportunity layouts:
- Sign in to the web application and activate a sandbox.
- Navigate to Application Composer.
- Select Mobile Application Setup (under the Common Setup area) and then select CX Cloud Mobile.
- In the Application Features section, select Opportunities.
- Click and then duplicate the default Edit layout.
- Add the Currency field to the new layout.
- Click Save.
- Download the sandbox to the mobile device and validate the changes.
- Publish the sandbox.
Key Resources
Refer to the Setting Up Multiple Currencies chapter of the Oracle Sales Cloud Implementing Sales guide.
Role Information
Sales Administrator
Configurable Close Period for Opportunity Lists
Create Oracle CX Cloud Mobile opportunity lists with flexible calendar or fiscal period values to match your company’s unique opportunity life cycle. For example, you can configure lists for all opportunities that will close in the next 90 days, in the current fiscal quarter, in the next fiscal quarter, or in the next three months.
Steps to Enable
Prerequisite
Close period lookup type values must be established in the web application. Refer to the Opportunity Search section (and specifically, Configuring Opportunity Close Period Search: Explained topic) in the Setting Up Opportunities chapter in the Oracle Sales Cloud Implementing Sales guide.
Steps
CX Cloud Mobile predefined opportunity saved searches have default a Close Period value of Current Quarter. Follow these steps to configure CX Cloud Mobile opportunity saved search using a different Close Period value:
- Sign in to the web application and activate a sandbox.
- Navigate to Application Composer.
- Select Mobile Application Setup (under the Common Setup area) and then select CX Cloud Mobile.
- In the Application Features section, select Opportunities and then select Saved-Search.
- Duplicate one of the predefined saved search layouts: My Open Opportunities or Open Opportunities Where I Am On The Team.
- Provide a name for your new saved search.
- Click on Close Period criteria in the center console.
- In the Criteria section on the right, select a suitable Close Period value for your saved search.
- Add or update other criteria as needed for your saved search.
- Click Save.
- Download the sandbox to the mobile device and validate the changes.
- Publish the sandbox.
Tips And Considerations
- The default value for Close Period in the web application is Current Quarter (configured using the profile option Opportunity Search Close Period Default. If you update the profile option setting Current Quarter to a different close period, you may need to update CX Mobile opportunity saved searches, if you expect similar result sets in the mobile application. Set Close Period criteria to the new close period value, or use Default Profile Option Value to use the value set in the profile option automatically.
- You may have previously configured custom opportunity saved search layouts that have fixed Close Date field criteria. These saved searches will continue to work. However, you cannot add Close Period field criteria to these searches, or select multiple status values for Status criteria.
- To use the Close Period criteria or multiple Status values for opportunity saved search, use the predefined saved search My Open Opportunities or Open Opportunities where I am on the team, or duplicate from these predefined searches and select suitable close period or status values.
- Close Period values can be created or updated in the lookup type Close Period Values for Search (MOO_OPTY_SRCH_CLS_PERIOD) for desired date ranges
- You can no longer select the Close Date field for CX Cloud Mobile opportunity saved searches that use Close Period field criteria.
Key Resources
Refer to Opportunity Search topics in the Setting Up Opportunities chapter of the Oracle Sales Cloud Implementing Sales guide.
Role Information
Sales Administrator
Opportunity and Lead Product Filtering by Territory
Restrict the products that salespeople can view and select in leads and opportunities. After the administrator enables the filter, salespeople can only see and select products that are available in their territories.
Steps to Enable
You can configure whether the sales catalog displays only product groups and products within a salesperson's territories, or if it displays all product groups and products defined in the catalog. Follow these steps to set the territory filtering for CX Cloud Mobile products:
- Sign in to the application sales administrator.
- In the Setup and Maintenance work area, use the following:
- Offering: Sales
- Functional Area: Sales Catalog and Products
- Task: Manage Product Group Usage
- Select the Base catalog in the upper portion of the page. (If your catalog uses a different usage, then select it.)
- Click the Functions tab in the Details section of the page.
- Click the Value drop-down list for the Territory engine option for Opportunity Management application.
- Make your filtering selection for CX Cloud Mobile opportunities and leads, using the information in the following table.
| Option | Description |
|---|---|
| Enforce Territory | Territory filtering is on to show only products within user’s territory. |
| Do not run | Territory filtering is off to show all products in the sales catalog. |
| Display choice - checked by default |
Not applicable for CX Cloud Mobile. Show all products when this option is selected. |
| Display choice - unchecked by default |
Not applicable for CX Cloud Mobile. Show all products when this option is selected. |
- Click Save and Close.
Tips And Considerations
- All of the sales catalog filtering options are applicable for the web application, but only two options apply to the CX Cloud Mobile application. Evaluate the behavior across both interfaces before implementing the sales catalog setup.
- Territory filtering applies in offline mode, and the search in the product picker returns only products and product groups within the user’s territory.
Key Resources
Refer to the Filtering Catalog Display by Territories: Explained topic in the Setting up Sales Catalogs chapter of the Oracle Sales Cloud Implementing Sales guide.
Role Information
Sales Administrator
Multiple Business Unit Support for Opportunities
Associate opportunities with a business unit and restrict opportunity visibility to the sales users of the division, while using a common set of data -- such as accounts and contacts -- across all sales divisions. With the multiple-business-unit model enabled in your sales instance that caters to multiple sales divisions, you can leverage the following corresponding functionality in CX Cloud Mobile opportunities:
- Automatically associate opportunity attributes such as win/loss reason, sales method, and sales stages to business units and define their values to be business-unit specific or shared across business units.
- Report on opportunity data by business unit for divisional managers, and consolidate opportunity data across business units for executive reporting.
- Use business unit dimensions on territory setup to limit visibility of the opportunities to the users of the sales division.
- Configure opportunity layouts for different business units to simplify data entry for divisional sales processes.
Steps to Enable
Prerequisite
Multiple business units must be set up in the web applications. Refer to the Setting Up Multiple Business Units chapter of the Oracle Sales Cloud Implementing Sales guide, and related documents, for more information.
Follow these steps to enable the business unit field in opportunity layouts and to enable business-unit-specific opportunity layouts for Oracle CX Cloud Mobile:
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select Mobile Application Setup (under the Common Setup area).
- In the Application Features section, select Opportunities.
- Enable Business Unit field in opportunity layouts:
- Duplicate the default List, Detail or Edit layout.
- Add the Business Unit field to the desired layout as per your requirements.
- Enable business unit specific layouts:
- Duplicate the default Detail or Edit layout.
- Add relevant fields to the layout pertaining to a business unit, including the Business Unit field.
- In Advanced Criteria, select Add.
- Select Business Unit from the field drop-down menu.
- Set a value for business unit.
- Repeat the above steps for additional business unit specific layouts.
- Save the changes.
- Download the sandbox to mobile device and validate the changes.
- Publish the sandbox.
Tips And Considerations
- Before implementing a multiple-business-unit model, evaluate whether your implementation can benefit from consolidating disparate sales processes and data across different sales divisions into a single instance that allows shared master data while limiting the visibility of transactional data like opportunities to the owning sales division.
- The primary business unit is automatically set as the default business unit when salespeople create an opportunity, requiring no additional input for salespeople who work in one business unit. Enable the business unit field on opportunity layouts to allow users working in multiple business units to associate a business unit when creating an opportunity.
Key Resources
For more information on the multiple-business-unit model implementation and its benefits, initial tasks for business units, multiple business units in opportunities, and additional setups, refer to the Setting Up Multiple Business Units chapter of the Oracle Sales Cloud Implementing Sales guide, and related documents.
Role Information
- Sales Representative
- Sales Administrator
Support for Dynamic Choice List Fields on Child Objects
Add dynamic choice list fields to a child object’s detail and edit page layouts. Adding these fields lets you associate the child object to a target object and view the target object when viewing the child record.
Steps to Enable
Using Mobile Application composer, customers can add Dynamic Choice List field to either the detail or edit layout of a child object.
Role Information
- Sales Representative
- Sales Administrator
Oracle Sales Cloud for Office 365 adds the power of Oracle Engagement Cloud to Microsoft's Outlook desktop and Outlook on the web. Among the capabilities of Office 365 are the following:
- Enhances application adoption by allowing salespeople to work within their familiar Outlook interface.
- Improves accuracy of activity reporting by providing ease of sharing emails and meetings.
- Improves sales productivity by bi-directionally synchronizing contacts, appointments, and tasks between Office 365 and Oracle Engagement Cloud.
Create, edit, and delete related Oracle Engagement Cloud records in Emails and Appointments and synchronize contacts and activities with Office 365. Sales Cloud for Office 365 gives you the following benefits:
- Identify the top organizational resources to help you sell.
- Deploy easily for access across web and desktop.
- Add or remove standard and custom objects.
- Configure fields on layouts and dynamic layouts for roles.
- Enforce record editability using Security Console settings.
Steps to Enable
As an administrator, you install and manage the Oracle Sales Cloud for Office 365 add-in for a single user or a group of users. This topic explains how you can create and install the add-in through the Office 365 portal.
The installation includes these steps:
- Create the add-in in Microsoft Azure Active Directory (AD).
- Create the application for Oracle Sales Cloud for Office 365 add-in.
- Configure the application.
- Deploy the add-in.
- Upload the add-in manifest file in the Microsoft Exchange Admin console.
- Set the deployment option. The options are: Optional (enabled by default), Optional (disabled by default), and Mandatory (always enabled).
- Update the Client ID, Client Secret, and Server Address using RESTful web services or enter Application ID and Application Key on the Manage Office 365 Task page.
Tips And Considerations
This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle does not control and is not responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle is not responsible for the security, protection, or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that is transmitted to such Microsoft sites or platforms or services. You are solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the right to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.
Oracle Sales Planning Cloud provides an extensible framework for planning and managing sales performance. Using Oracle Sales Planning Cloud enables you to automate critical processes by eliminating spreadsheets in key sales operations processes and improves collaboration for planning and modeling sales quotas.
Oracle Sales Planning Cloud is extensible using the EPM Cloud framework to further add additional configurations and personalization into your sales planning application with custom navigation flows, dashboards, and infolets. Use tasks and approvals to manage the quota planning process. Use Groovy rules to customize even further for enhanced calculation and business rules.
Oracle Sales Planning Cloud can be integrated with Oracle Engagement Cloud – Sales Cloud for pushing quota targets to incentive compensation or bring in actual attainment.
The Quota Planning business process offers top-down and bottom up target quota planning by territory, product, account, or other custom dimensions. Use predictive planning and what if scenario planning to explore and compare different quota scenarios for informed decision making. Quota Planning builds best practices into its content, including its forms, calculations, dashboards, infolets, drivers, and measures.
Quota Planning helps you plan reliable target quotas by engaging all of the participants of the process, for example, the VP of Sales, Sales Operations, Sales Managers, and Sales Reps. Use top down planning to set an overall quota target. Then, optimize your results by making adjustments by product or account, applying padding or seasonality, or performing predictive planning or what-if analysis. When the target is ready, allocate the target quota to the next level in the hierarchy.
If needed in your organization, you can also perform bottom up planning to get quota commitments from Sales Reps, allowing a collaborative approach. After the target quotas are pushed up to the next level of the hierarchy and aggregated, you can compare top down and bottom up results. Use the built-in dashboards to analyze and evaluate your quota plans with quota attainments. Enhance the planning process in your organization by adding additional measures, task lists, or approvals.
Steps to Enable
Administrators, follow the Implementation Checklist. See Implementation Checklist in Administering Oracle Sales Planning Cloud.
Users, follow the Quota Planning workflow. See Task Overview in Working with Oracle Sales Planning Cloud.
Key Resources
For more information, see:
Sales and Service Access Management
View and configure the data security access provided by a job role for an object using the Sales and Service Access Management UI. Select a role and an object on the UI, and the assigned data access policies are listed in a simple, comprehensible format. For custom roles, you can easily configure data security by adding, deleting, or editing the data security policies for an object, or by providing access to additional objects for the role.
Watch a Demo
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
Sales and Service Access Management is accessible from the following locations:
- Navigator: Tools menu
- Setup and Maintenance work area:
- Offering: Sales
- Functional Area: Users and Security
- Task: Manage Sales and Service Access
Key Resources
Watch Sales and Service Access Management Readiness Training
Role Information
Users with the IT Security Manager role or the Customer Relationship Management Application Administrator role can access the Sales and Service Access Management tool.
If you need to grant a custom job role access to Sales and Service Access Management, grant the Manage Sales and Service Access functional privilege to your custom job role.
Extensible List of Values for Accounts, Contacts, Households, Assets, and Resources
Salespeople can search for and associate records using relevant data from extensible lists of values for accounts, contacts, households, assets and resources. They can use custom fields as search criteria and view custom fields in work area search results, letting them find and select the right records easily.
In addition, administrators can:
- Create dynamic, role-based picker layouts.
- Enable hidden standard fields for searching within pickers.
- Re-arrange fields.
- Define default values for search fields. The ability to prepopulate search queries in the extensible pickers per page layout replaces the saved search capability which was available in previous releases.
- Mark certain fields as read-only or required based on the business need.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
NOTE: Oracle highly recommends all customers to do intensive regression testing on Accounts, Contacts, Households, Assets, and Resources pickers as those default pickers were replaced with new extensible pickers. For example, the saved search capability, which was available in previous releases, is now replaced by the ability to prepopulate search queries in the extensible pickers for each page layout.
Previously, Leads and Deal Registration pages had Account and Contact fields that supported both free-text entry and the selection of existing records. These combination fields were decoupled into the following fields:
- Existing Account and Existing Contact: These fields are the extensible list-of-value fields where salespeople can select an existing Account and Contact.
- New Contact and New Account: These fields are text input fields where salespeople can enter a new Account and Contact.
By default, the Leads and Deal Registration page layouts are configured so that:
- The old combined Account and Contact list-of-value fields are replaced with the new extensible Existing Account and Existing Contact list-of-value fields.
- The New Contact and New Account text input fields are hidden.
If you are updating from 18B to 18C, any values that were entered in the previously combined Account and Contact list-of-value fields appear in the respective Existing or New Contact and Existing or New Account fields. However, administrators must expose the New Contact and New Account text fields on the appropriate page layouts, if these are needed.
Keep in mind:
- If you expose both the “Existing” and the “New” Account and Contact fields, group them together on your page layouts to make it easier for your users.
- The fields work together so that a user will be allowed to enter a value in either the New field or the Existing field for an account or a contact, but not in both.
See the Adding New Account and New Contact Fields to Lead and Deal Registration Page Layouts for more information and instructions.
Users can see the new extensible list of values in the following places:
- In all standard, Oracle-defined list of values and subtabs based on the Account, Contact, Householder, Asset, and Resource objects.
- In their own new custom list of values and subtabs based on those objects.
Users who upgraded to 18C in November 2018, however, will not see the new extensible list of values on existing custom list of values and subtabs. For more details, see Oracle Sales Cloud Functional Known Issues and Maintenance Packs on My Oracle Support (Doc ID 1540801.1) and click the link for Release 13 (update 18C).
Key Resources
See the Leads and Opportunities and Partner Relationship Management section for more information.
Required, Updatable, or Hidden Fields at UI Level with Support for Conditional Settings
Define required, updatable, and hidden properties for a field at the layout level. You can make a field conditionally required, conditionally updatable, or conditionally hidden by entering an expression.
Watch a Demo
Steps to Enable
No steps are required to enable this feature.
Key Resources
Watch Application Composer Advanced UI Properties Readiness Training
Role Information
- Sales Administrator
- Setup users
Custom Object Security Owner and Owner Management Chain
Provision data security for custom object records and restrict users who have privileges to view, update, or delete records. You can provision this type of security to all users, owners of records, the owner and management hierarchy, for user-defined roles.
The Owner field is available on all pages for custom objects. When you create a record, by default, you are the owner. With this security provisioned, you can filter records owned by you or your subordinates.
Application Composer
Here is an example to configure Read Access for all users, Update access for Owner and Management chain and delete access for owner.
Configure Read Access
ROLE SECURITY
Similar configuration can be achieved by Common Setup - Role Security node link where Security is displayed for all objects for a specific role.
Custom Object Administration
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Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
You may have used a custom dynamic choice list (DCL) field to create an “owner” field for your custom objects, based on the Resource object. If you did this, you might want to use the new Owner field for your custom objects instead. This would allow you to take advantage of the easily configurable data security options for custom objects. The Replacing a Custom Field with the New Owner Field for Custom Objects document outlines how to replace your custom owner field with the new Owner field available in update 18C.
Key Resources
Watch Custom Object Security Owner and Owner Management Chain Readiness Training
Role Information
- Sales Administrator
- Setup users
Add DCL-Related Objects to Published Custom Subject Area During Edit Flow
Add objects that are related to a main object through a dynamic choice list (DCL). You can add additional objects in the custom subject area, when editing the custom subject area flow, even after the area was published.
Steps to Enable
No steps are required to enable this feature.
Role Information
- Sales Administrator
- Setup users
Custom Object PUID Field Support in Oracle Social Network and Global Search
Share custom object fields in Oracle Social Network conversations, consistent with standard objects. These fields are also available in global search. Enabling custom object public unique IDs (PUIDs) for Oracle Social Network enables you to identify custom object records in your collaboration. The PUID fields for custom objects created after upgrade can be indexed and included in global search results.
NOTE: PUID fields for custom objects created before the upgrade are not available on global searches.
Steps to Enable
No steps are required to enable this feature.
Role Information
- Sales Administrator
- Setup users
File-Based Import/Export Management Framework
The file-based Import/Export Management Framework has added support for the following objects:
- Actions
- Campaigns
- Messages
- Partners
- Service Requests
- Subscriptions
- Templates
These additional objects are available for Import via the Import Management UI, and available for Import or Export via the Import/Export Management framework REST APIs.
Steps to Enable
No steps are required to enable this feature.
Key Resources
Documentation for the import framework can be found in the Tasks > Administer section in the Oracle Sales Cloud Help Center.
Use alternate keys, such as original system and original system reference values, in the Import Management framework to identify records in an object. This alternate key support simplifies the import process and reduces the need to use the system-generated primary key values as the way to identify records.
Steps to Enable
No steps are required to enable this feature.
Improve campaign management and reporting in Oracle Engagement Cloud by synchronizing campaign-related data between Oracle Marketing Cloud and Oracle Engagement Cloud. You can use the campaign summary data to view associated leads, contacts, opportunities, and revenue amounts. The following subject areas enable the creation of reports in Oracle Marketing Cloud and Oracle Engagement Cloud:
- Campaign Members
- Campaign Opportunities
For example, sales and marketing operations can run campaign-related reports, perform analysis on marketing attribution, and evaluate a campaign's return on investment (ROI).
Two new subject areas, Sales-CRM Campaign Members and Sales-CRM Campaign Opportunity, are available to aid in reporting. These subject areas help in answering questions such as:
- What is the ROI of one or more campaigns?
- How many campaign members, leads, contacts, and opportunities are associated with one or more campaigns?
- For a given campaign, how many responses are received?
- What are the top 10 campaigns in the current year based on their ROI?
Campaign Summary
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Steps to Enable
Campaign Subtab in Leads
- Navigate to the Lead object in Application Composer.
- Expose the Campaigns subtab to view campaigns associated with a lead.
Campaign Subtab in Contacts
- Navigate to Contact object in Application Composer.
- Expose the Campaigns subtab to view campaigns associated with a contact.
Campaign Analytics Subtab in Edit Campaign Page
- Navigate to the Campaign object in Application Composer.
- Expose the Analytics subtab.
- Configure which custom or predefined campaign-related reports will appear on the Edit Campaign page.
Campaign Analytics Side Tab in Campaigns List Page
- Navigate to the Structure tool.
- Expose the Analytics side tabs on the Campaign List page.
- Configure which custom or predefined campaign-related reports will appear on the Campaigns list page.
Key Resources
Watch Marketing Campaign Integration Readiness Training
Role Information
The Sales Administrator role has access to set up and view campaign-related data.
Profile Options to Suppress Business Events for Standard Objects
Sales administrators temporarily suspend business events in Oracle Engagement Cloud. The applications raise business events when records are created, updated, or deleted by various channels, such as the Import and REST web services.
These business events are designed to work with Oracle Sales Cloud (OSC) Adapter in Integration Cloud Service (ICS). For all supported business events by OSC Adapter, refer to Using the Oracle Sales Cloud Adapter documentation.
Steps to Enable
The profile option Public Business Events for ICS Integration Enabled (ZCA_PUBLIC_BUSINESS_EVENTS) can be configured as needed. By default, the profile option is set to yes (Y). Y indicates that all business events are enabled and are raised during create, update, and delete operations in the Standard Import Process, and REST/API web services. When the profile option is set to no (N), then the applicable business events are suppressed until the profile option is set to Y. The ZCA_PUBLIC_BUSINESS_EVENTS profile option can be accessed under Manage Administrator Profile Values task.
Another profile option is available only for Partner Relationship Management objects. The profile option, ZPM_ENABLE_PARTNER_EVENTS, configures behavior for the entire environment and can't be set at the user level. It is set to N by default; this value indicates that business events for partner objects are disabled.
NOTE: When the ZPM_ENABLE_PARTNER_EVENTS profile option is set to Y and ZCA_PUBLIC_BUSINESS_EVENTS profile option is set to N, the PartnerCreated and PartnerUpdated business events are still suspended.
Tips And Considerations
The business events are supported by the Public Business Events for ICS Integration Enabled profile option. The Create, Update, and Delete events of the following objects are suppressed:
- Account
- Activity
- Activity Note
- Asset
- Business Plan
- Business Plan Note
- Contact
- Contract
- Deal
- Deal Note
- Lead
- Lead Note
- Opportunity
- Opportunity Note
- Partner
- Partner Contact
- Partner Note
- Service Request
- Service Request Message
Role Information
The ZCA_PUBLIC_BUSINESS_EVENTS profile option is accessed from Manage Administrator Profile Values task in Setup and Maintenance. Therefore any user with Sales Administrator role should be able to define the profile levels for this profile option.
Knowledge UX Improvements for Agents Including Dynamic Tabs
Several user interface improvements enhance the agents' experience interacting with knowledge, including:
- Dynamic tabs in My Knowledge and in the Service Request Knowledge Panel enable users to display multiple articles simultaneously.
- The knowledge loading icon on the knowledge panel is improved.
- The icon for the My Knowledge Splitter, which divides search results and article details, is improved.
- The icons for the insert as text and insert as link actions on the Knowledge Panel are improved.
- The doc id of each article is displayed on the Linked Articles tab in a service request.
Steps to Enable
There are no required steps to enable. These enhancements are automatically available and do not require any implementation or configuration.
Role Information
These improvements are available to all the users who can access the knowledge panel.
Preferred Knowledge Locale and Configurable Default Knowledge Locale
PREFERRED KNOWLEDGE LOCALE
Knowledge authors and agents view knowledge content in the locale that corresponds to their language and territory preferences. This feature enables users to choose a different knowledge locale as their preferred knowledge locale.
For example, a user whose language preference is French, and whose territory preference is Canada, will see knowledge content in the locale French-Canada by default. If she sets her preferred knowledge locale to English-Canada, she will see knowledge content in the English Canada locale instead.
Users benefit from this feature because they can now control their knowledge locale preference independently of their language and territory preferences.
CONFIGURABLE DEFAULT KNOWLEDGE LOCALE
Engagement Cloud Knowledge supports 40 locales based on 25 languages in which authors, agents, and end-customers can create and view knowledge. Knowledge managers control which of these knowledge locales are active for their organizations. The application requires that one active locale is designated as the default locale. When a new site is provisioned, the default knowledge locale is always English-United States.
The default locale is used to render knowledge objects that are not available in the locale that a user requests. For example, if a knowledge object has no corresponding translated object in a requested locale, the application will display the corresponding translated object belonging to the default knowledge locale instead.
With this feature, knowledge managers can designate any active locale as the default. For example, a knowledge manager can change the default locale to Spanish-Spain. This benefits users because knowledge managers can designate a default locale that best meets their organization's needs. In addition, they can de-activate English-United States as a knowledge locale if they do not need it to meet their organization's requirements.
Steps to Enable
Authors and Agents can set or change their Preferred Knowledge Locale in Preferences -> Knowledge by selecting one of the knowledge locales offered in the dropdown under Preferred Knowledge Locale.
Knowledge managers can change the Default Knowledge Locale in Manage Knowledge Locale by selecting one of the active locales offered in the Default Locale dropdown menu.
Tips And Considerations
Authors and agents can set or change their Preferred Knowledge Locale at any time.
Knowledge managers should set the correct Default Knowledge Locale as soon as possible after provisioning.
Key Resources
See Changing Your Preferred Knowledge Locale in the Using Knowledge with Service Requests section of the Engagement Cloud: Using Knowledge guide, and Changing the Default Knowledge Base Locale in the Administering Knowledge section of the Engagement Cloud: Using Knowledge guide.
Role Information
Users who have any role that can access knowledge can set their Preferred Knowledge Locale.
Only users with the knowledge manager role can set the Default Knowledge Locale.
Knowledge Panel as a Shared Resource
This feature makes available the Knowledge Panel functionality as a shared resource published in the common resource catalog, which may be consumed by other offerings such as HCM to embed knowledge in that offering's application pages. This component accepts parameters such as default tab and search terms for various locales. Administrators can embed this component in an application page using the page customization feature of Page Composer.
When an employee user is viewing the surrounding page that contains the embedded knowledge panel, the component provides a list of relevant articles to the page being viewed. The user can drill down to view the article details. When the user clicks on an article, the article details are displayed in a pop-up.
Steps to Enable
High-level steps to enable this feature are:
- An administrator with Page Customization privileges can use the Page Composer page customization feature to add the Knowledge Panel Shared Resource component.
- An administrator sets up the properties for the resource component such as the default tab and which search terms to pass
- Administrator publishes the customization changes to the consuming page.
Key Resources
Role Information
The administrator setting up this feature should have the following user privileges:
- Privilege for accessing Sandbox Management: FND_VIEW_ADMIN_LINK_PRIV
- Privilege for accessing Page Customization: FND_VIEW_ADMIN_LINK_PRIV
- Privilege for viewing Knowledge Widget: PER_ACCESS_KM_FROM_HCM
- Privilege for Publishing a Sandbox: FND_ADMINISTER_SANDBOX_PRIV
Customer Self-Service Administrators Can See Who Granted or Revoked Roles from Self-Service Users
Customer Self-Service Administrators can now view a history, which details when roles were granted or revoked from a self-service user, who made the change, and when the change was made. Select the History tab to see this information.
Role History
Steps to Enable
No steps are required to enable this feature.
Role Information
You must have the Customer Self-Service Administration role to access the Self-Service Users page in Oracle Engagement Cloud.
Better Multitasking with Top Level and Nested Dynamic Tabs
Top-Level Dynamic Tab and Nested Dynamic Tab Enhancements
The Service Request work area enables agents to interact with multiple records simultaneously through top level dynamic tabs in order to save time accessing related information about a service interaction. With this release, top level dynamic tabs can be opened for Accounts, Contacts, Assets, Activities and Custom Objects, with each supporting nested dynamic tabs.
In prior releases, Service Request was the only object that provided dynamic tab support with nested tabs enabled. In this release, we have extended the support for this pattern to other top-level objects as outlined above. As an example, when an agent opens an Account record as a top-level dynamic tab and then drills into other linked objects associated to that Account such as the Primary Contact or Service Request, the agent will see these objects open in a nested dynamic tab (see screen shot below). When a new nested tab is opened, it is brought into immediate focus and becomes the active tab.
Additionally, this release enhances the user experience for the Service Request by allowing Activities and Linked Knowledge Articles related to the SR to be opened as nested tabs. This creates a natural grouping of the most common records related to a service request. As a result, the user can easily keep their work area organized while handling multiple interactions, seamlessly switching contexts between interactions.
Here are some additional notes regarding nested dynamic tabs:
- The nested dynamic tabs that are opened will display 3 buttons:
- Save button when clicked will save any data changes and the user stays on the same page
- Save and Close button when clicked will save any data changes and closes the tab. This button will display on the first nested tab only if there are no other nested tabs opened. As soon as another nested tab is opened, this button will be hidden. NOTE This is a change in behavior from the 18B release where the Save and Close button always remained hidden in the first nested dynamic tab.
- Cancel button when clicked will discard any data changes and closes the tab. For the Service Request - Details page, if there are unsaved changes, the user will be notified there are unsaved changes.
- The user can click the X icon on the top level tab to close the top level tab and any open nested dynamic tabs. The user will get a warning if there is unsaved data in any of the nested dynamic tabs. Tabs that have unsaved data will be highlighted by a blue dot in the tab label.
Account Shown as Top Level Dynamic Tabs with Nested Tabs Support
Steps to Enable
This feature is automatically enabled for all users.
Tips And Considerations
Within the Service Request work area, any links to objects that don't support top level or nested dynamic tabs will continue to open as modal popups.
More Page Layout Extensibility for Service Requests
Service Request page layouts are now more extensible to enable you to better tailor the service workspace to your use cases. Administrators now have the ability to configure more aspects of the layout for Service Request details pages including:
- Spotlight region
- Right Hand Panel
- Regions and Field Groups
In prior releases, the Spotlight region was configured as its own separate page from the Service Request Details page in App Composer. By making the Spotlight and the Right Hand Panel regions both available for configuration in the SR Details page, you can apply different layouts of the Spotlight region for different page layouts. You also receive a closer representation in the editor to the finished page that will be visible to end users.
In the case of the Right Hand Panel, administrators are able to hide the prebuilt tools, Knowledge and SmartText if not required.
Finally, the page editor now allows you to reorder regions and field groups on the SR summary tab.
Application Composer Showing Spotlight and Right Panel Regions
Steps to Enable
Using Application Composer, you can extend the Spotlight and Right Hand Panel Regions for the Service Request Object.
Refer to the Application Composer > Extending Simplified Pages for basic steps on how to modify Oracle Sales Cloud simplified pages and create page layouts that some or all users can see, depending on the conditions you set.
Customers who have previously extended the Spotlight region as it's own page will need to apply those same extensions to the Service Request Details page.
Extending the Spotlight Region
To extend the Spotlight Region of the Service Request Summary page:
- Sign in to the Oracle Engagement Cloud application as a Sales Administrator.
- Select the sandbox you want to use for your configurations.
- Open Application Composer by selecting Configuration > Application Composer in the Navigator menu.
- In the Objects navigation tree, expand the Service Request object for the pages you want to modify.
- Click the Pages node.
- On the Details Page Layouts > Simplified Pages tab, duplicate the standard layout to create a new layout to edit, or edit an existing layout.
- In the Spotlight Region, click on the pencil icon to edit the page.
- To add fields to the Spotlight Region, select the field(s) under the Available Fields panel and move them over to the Selected Fields panel.
- To remove fields from the Spotlight Region, select the field(s) under the Selected Fields panel and move them over to the Available Fields panel.
- Click the Save and Close button to save the changes to this region.
To Hide the Out of the Box, Knowledge or SmartText tools in the Right Panel Region
To extend the Right Panel Region of the Service Request Summary page:
- Sign in to the Oracle Engagement Cloud application as a Sales Administrator.
- Select the sandbox you want to use for your configurations.
- Open Application Composer by selecting Application Composer under the Configuration category in the Navigator menu.
- In the Objects navigation tree, expand the Service Request object whose pages you want to modify.
- Click the Pages node.
- On the Details Page Layouts > Simplified Pages tab, duplicate the standard layout to create a new layout to edit, or edit another existing layout.
- In the Right Panel, click the Hide, Show, or Reorder Subtabs icon. The Configure Subtabs box appears.
- To hide Knowledge and / or SmartText tools, select these items and move them from the Selected Subtabs region to the Available Subtabs region.
- Click the OK button.
- Click the Save and Close button to save the changes to this region.
Role Information
The setup and configuration for Edit Service Request Details Page Layouts can only be performed by an administrator role. To view the Edit Service Request page, one must only have privilege to view that page. No special permissions are required.
UI Mashup Enhancements for Service Request Pages
In previous releases, you could embed external web application content as an iFrame within Service Request pages, either as a subtab or as an expandable UI region in the summary subtab of the Service Request details page. In this release, the right hand panel (RHP) has been enabled as another region that can display an external web application in an iFrame.
In Application Composer, your administrative users define the mashup content under common setup by entering the URL format and its parameters. Administrators can then embed the mashup content in a details page layout, either within a subtab or in the right hand panel.
As was found in previous releases, you can specify the parameter values as the input values to your web application's URL. Important to note, that when embedding applications such as Oracle Policy Administrator, which utilizes groovy expression URLs, this functionality will continue to be supported.
UI Mashup in Restore Pane
Steps to Enable
Using Application Composer, you can integrate an external web application with an Engagement Cloud application by creating and embedding mashups.
Creating Mashups: Procedure
Refer to the Application Composer > Working with Mashups > Creating Mashups: Procedure > Registering a Web Application in Application Composer documentation for steps on how to register the web application.
Embedding a Mashup into the Restore Pane
To embed a mashup into the Restore Pane of an application page:
- Sign in to the Oracle Engagement Cloud application as a Sales Administrator.
- Select the sandbox you want use for your configurations.
- Open Application Composer by selecting Application Composer under the Configuration category in the Navigator menu.
- In the Objects navigation tree, expand the Service Request object whose pages you want to modify.
- Click the Pages node.
- On the Simplified Pages tab, under Details Page Layouts, duplicate the standard layout to create a new layout to edit, or edit another existing layout.
- In the Right Panel, click the Add icon. The Mashup Catalog appears.
- Select the mashup that you want to embed into your application.
- To insert the selected mashup into the page, click Insert. The Web Application page appears with the configured URL definition and the URL parameters.
- In the Display Label field, enter the name that you want to appear in the tab label.
- To change the default icon, select the Change Icon link and select an icon from the list of icons presented.
- Use the Value drop-down list to specify page values for each of the web application's URL parameters configured while registering it. These parameters are appended to the web application's URL as key-value pairs.
- Click Next. The Additional Layouts page appears.
- Select any other layout that you want to embed the mashup into by moving it from the Available Layouts list to the Selected Layouts list.
- Click Save and Close.
The embedded mashup appears in a tab in the Right Hand Panel region page.
Embedding a Mashup as a New Subtab
To learn how to embed a mashup as a new subtab into an application page, see the Mashup Content Subtabs section in the Subtab Types: Explained topic.
Embedding a Mashup into the Summary Tab
To learn how to embed a mashup into the Summary tab of an application page, see the Embedding Mashup Procedure in the Editing Mashups: Procedure.
Viewing the Mashup Content: Procedure
To view the content of an embedded mashup:
- From the home page or the navigator menu, select the application page that contains the embedded mashup. For example, Service Requests.
- On the landing page, click on the Service Request from the list.
- Expand the Right Hand Panel by clicking on the arrow icon.
- Click on the tab where the mashup is embedded.
Role Information
The setup and configuration for UI Mashup can only be performed by an Administrator role. To view the UI Mashup in the Edit Service Request page, one must only have privilege to view that page. No special permissions are required.
Service Entitlements Enhancements
Service Entitlements allow tracking of milestones against a service request to measure adherence to Service Level Agreements. This release provides additional functionality to the existing coverage times (schedule) definitions that are used in standard coverages, while preserving the behavior of calendars you previously created.
Coverage Times administration has been enhanced to provide more flexibility to define business hours. With the new schedule editor, a service organization has more flexibility to define specific intervals during the year when different operating hours are offered. For example, you can now define a specific interval such as a particular week or seasonal time period where you might extend service hours on specific days. You can also treat holidays or exceptions more specifically, such as offering shortened hours on some holidays, instead of a full day inclusion or exclusion which was the limitation with previous releases.
The system also provides a new diagnostic page to help validate or troubleshoot your milestone rules. Under Setup and Maintenance, the administrator can run a report for a particular service request and see the full evaluation of milestone rules. The report answers helpful questions including:
- Which milestones were applied
- Which milestones and coverages were considered but not applied
- From which coverage did an applicable milestone originate
- Did the milestone apply or not apply based on the associated business unit
Steps to Enable
No steps are required to enable the new schedules and exceptions functionality. The new pages are accessed using the same navigation as the prior coverage times, and your existing coverage time calendars will be present in the new page for editing. If you do nothing, the existing coverage time calendars will continue to function as before.
The milestone diagnostics report is available from the Actions button on the Manage Service Milestone Configuration task page and can also be used without additional enablement steps.
Key Resources
For details about setting up entitlements, see the "Setting Up Service Entitlements" chapter in the Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2331371
Tags are a new multi-value field on Service Requests to assist with searching and ad-hoc organization. Tags enable service agents and other service team members to create and associate multiple tags to SRs, which gives flexibility for end users to self-organize SRs without needing to modify the main Category hierarchy.
Tags can be used for a variety of purposes including helping to search for certain sets of SRs, assignment of SRs to queues based on associated tags, and reference to tag values in Groovy script and object workflow logic. Administrators have the option to create predefined tags that are visible to the end user community, and end users can also add to the list of tags to suit their needs. Administrators can easily remove unwanted tags through the tag administration page.
Tag Field on a Service Request
Steps to Enable
The Tag field is not automatically displayed on Service Request pages. To display the Tag field, modify the page layout for Create SR or Edit SR in Application Composer by adding the tag field to the SR summary page.
Tips And Considerations
If tags are enabled and exposed, administrators cannot control whether or not end users can create their own tags. If tags are enabled, everyone with edit SR privileges can add a tag. Tags are not striped by business unit, so all tags are visible to all users.
Notification Preferences is an extension to the notification framework introduced in the previous release. Notifications help improve visibility into time-sensitive service issues by sending immediate push notifications to service request owners.
The Notification Preferences page provides administrators an easy and intuitive user interface to configure notification rules. Once your administrator has defined any variety of triggering events on the Service Request object in Application Composer, the administrator can use Notification Preferences to choose the delivery method and content of the message. For the delivery method, choose to send a mobile push notification to the Oracle CX Cloud Mobile application or just accept the default method, which will always trigger a message to the Bell icon in the web application. For the message content, the administrator can associate SmartText, including merge field substitution from fields on the service request. In this release, notifications only go to the service request owner, but other recipients are planned for future releases.
Notification Preferences
Steps to Enable
Notifications can be enabled by an administrator by selecting the Notifications feature in Setup and Maintenance. When the Notifications feature is enabled, Bell notifications are automatically enabled for service requests.
Notification triggers are defined in Application Composer, as Groovy expressions containing the conditions that must be met for each notification. For example, a trigger can be defined to send a notification when a high severity service request is assigned to a user.
To enable the Notifications feature, do the following:
- Navigate to Setup and Maintenance.
- Select the Service offering.
- In the Functional Areas section, select Productivity Tools > Change Feature Selection.
- Select Notifications to enable notifications for Service.
Notifications
Key Resources
For details about how to configure notifications, see "Managing Notifications and Interactions" in the Using Service in Engagement Cloud guide: https://docs.oracle.com.
Role Information
Administrator privileges are required.
Agents may select the Live Window transfer option which will present a list of all automatic push queues. The queues are displayed in a drop down list . The agent may scroll through the list or use type ahead search. Once the queue is selected, a check is made to determine if agents are available in the destination queue and that they have free capacity.
- If no agents are available or they do not have free capacity the message "No agents available" is displayed to the agent initiating the transfer.
- Otherwise, the transfer will be completed.
Also, if this feature is not planned to be used, administrators may disable Chat Transfer to Queue profile option SVC_CHAT_TRANSFER_TO QUEUE.
Steps to Enable
Agents may select the Live Window transfer option which will present a list queues that currently have agents logged.
The chat component gets the list of queues the agent can transfer to. The queues are displayed in a drop down list when the agent clicks on the Live Window Transfer button. The conversation context through the complete conversation transcript presented with the transfer. If no agents are available or they do not have free capacity the messages "No agents available" is displayed.
Cross Channel Interaction Analytics
Cross Channel Interaction Analytics extends the insight about customer interactions provided in previous releases. This feature helps managers understand the behavior and performance of agents as interactions get transferred between agents or passed on to other real time channels. Answers to key business questions help managers take steps to improve operational efficiency and employee morale, such as:
- How often are my agents moving a customer communication from a low cost channel such as chat to a higher cost channel such as phone?
- Is my team transferring calls to a different agent too often? If this is happening with a few agents, do those agents need further training? If this is more pervasive, are routing and assignment rules incorrect such that the wrong team is getting routed requests?
The CRM - CRM Interaction Aggregate subject area has been extended to provide new metrics to measure interactions crossing channels and interactions transferred between agents. Analyze interactions in the context of a manager's own team or for all agents to provide a comparative picture. A new dimension has been added to the subject area that allows reports to be generated based on an interaction's sub-status. If the telephony system passes this information to the MCA framework, interactions can be closed with additional sub-status values such as completed, lost, and transferred.
Pre-built reports for cross-channel analysis include:
Interactions Crossing Channels: A drill down report that reflects the number of times an interaction has crossed from one real-time channel to another. For example, if an interaction has crossed from a chat to a phone call. This report can be filtered by My Team (people that report directly to me), or by all agents. In both cases, a specific time period can be selected.
Interactions Transferring Agents: A drill down report that reflects when an interaction has been transferred between two or more agents. This report can also be filtered by My Team, or by agents, and can be defined for a specific time period.
Both of these new reports provide drill down functionality. You can review these reports at a high level, viewing the total number by summary. You can also drill in to look at the specific parent and child interactions that are associated.
Steps to Enable
There are no additional steps required to enable this functionality as such.
However, the job process Aggregate Service Requests needs to be scheduled for data refreshes. Consequently the report results are as fresh as the last run of this job.
The steps to run the job are available at:
Jobs and Profile Options for Service Request Management: Explained
Key Resources
For details about Service Analytics, see the following topics:
- "Understanding Service Analytics" chapter in the Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2073396
- "Using Service Analytics" chapter in the Using Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAUEC2820360
Role Information
These ready-to-use reports are available to any role that has the correct permissions to access the OTBI reports.
RESTful Services to Query Work Orders
Access Service Work Orders using the new Query REST web service. For example, you can retrieve the list of work orders for a given customer or account by passing the customer identifier.
Steps to Enable
No steps are required to enable this feature.
Key Resources
For details about field service work order REST APIs, see the Oracle Sales Cloud API Catalog: https://apicatalog.oraclecloud.com/ui/views/swaggerui3/oracle-public/sales-cloud/default.
With standalone Work Orders, now you can create a new Work Order independently with or without an associated Service Request. Using the Work Order landing page, you can create a standalone work order directly, or optionally you can first create a new work order and then associate it to a service request later. Within Application Composer, you can also create custom relationships between the Work Order object and other extensible objects, including custom objects.
Now your service organization can more easily support processes, such as scheduled maintenance or new product installation, where a related Service Request may not be required. Furthermore, service agents gain more flexibility to create Work Order and Service Request records in any sequence to suit different task flows and work styles.
Steps to Enable
To create standalone Work Orders, the Work Order Management Page must be enabled, the Create Service Work Order feature must be enabled, and the user must have the Create Work Order privilege which is included in the standard customer service job roles. When enabled, users can access the Work Order Management page through Navigator and use the Create Work Order button. To enable the Work Order Management Page and Create Service Work Order features:
- Navigate to Setup and Maintenance and select the Service offering.
- Click Change Feature Opt In.
- For Work Order, click the Features pencil icon and enable the Service Work Order.
- After enabling Service Work order, expand that feature and enable the Create Service Work Order.
Tips And Considerations
In order to create field service work orders, subscriptions to the following Oracle services are required:
- Oracle Engagement Cloud
- Oracle Field Service Cloud
- Oracle Integration Cloud Service (ICS)
The Integration Cloud Service pre-built flows can be downloaded from Oracle Cloud Marketplace, https://cloud.oracle.com by searching for Oracle Engagement Cloud to Oracle Field Service Cloud Integration Flow.
Key Resources
For details about configuring field service work order management, see the Integrating Oracle Engagement Cloud with Oracle Field Service Cloud guide: https://docs.oracle.com/en/cloud/saas/sales/18b/faefs/about-this-guide.html#FAEFS2409206.
The following topic describes some tasks that you must perform after updating to Oracle Sales Cloud for Release 13.
ENABLE NEW SALES OFFERING
Release 13 introduces a new version of the Sales offering that eliminates tasks that are not necessary for setting up Oracle Sales cloud. The new version reduces the number of tasks by three quarters (from 942 to 240) and the number of functional areas by half (from 33 to 16).
It is mandatory to enable the New Sales offering.
For information on steps to enable, see the following:
- Watch the video tutorial Enabling New Offering for Upgrading Customer
- Streamlined Sales Offering
- Getting Started with Sales
MAKE PERSONALLY IDENTIFIABLE MOBILE PHONE INFORMATION VISIBLE TO CUSTOM JOB ROLES
The unmasked Mobile Phone values are shown only to users with non-customized Sales job roles, by default. If you want to expose unmasked data to users with other job roles, including your custom job roles, then you must add the appropriate privileges to those roles. The available privileges are:
- HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA
- HZ_MANAGE_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA
For information on assigning PII privileges, see Oracle Sales Cloud Assigning Personally Identifiable Information Privileges Using Security Console (Doc ID 2224401.1) on My Oracle Support.
UPDATE APPLICATION COMPOSER CUSTOMIZATIONS TO THE LATEST ENHANCED BEHAVIOR
During your upgrade, most existing customizations made in Application Composer are automatically updated to the latest enhanced behavior in the new release. However, there are a few exceptions, which require you to manually initiate the upgrade script for each of those customizations.
See the Steps to Enable section for the steps you must perform to manually upgrade the metadata from an older release to the latest release of Oracle Sales Cloud.
UPDATE APPLICATION URLs
There is a change in the hostname for Oracle Sales Cloud environments. The hostname change must be transparent to users and client applications used for integrating your applications with Oracle Sales Cloud because the earlier hostnames automatically redirect to the new hostname.
For example, if your Oracle Sales Cloud pod is "XXXX", and your client application calls the Contract REST service, the earlier URL used to be: https://XXXX.crm.us2.oraclecloud.com/crmCommonApi/resources/latest/contacts
This URL now is: https://XXXX.fa.us2.oraclecloud.com/crmCommonApi/resources/latest/contacts
Although there is a URL redirect in place, Oracle recommends that you update any URLs that you reference to the revised URL paths, including:
- Bookmarks you may have that point to the Sales Cloud application.
- Client applications used with Sales Cloud web services (see the REST API for Oracle Sales Cloud R13 guide for more information).
Steps to Enable
You must sign in as a user with an administrator role to perform these steps.
IMPORTANT: Do not perform these steps when there are pending changes in an active sandbox. Be sure to save and publish sandboxes with any changes you want to keep before proceeding and delete any sandboxes that you do not intend to publish.
- In Oracle Sales Cloud, open the drop-down menu next to your user name, and select Manage Sandbox.
- Create a new sandbox, and set it as the active sandbox. The current active sandbox displays at the top of the application.
- Go to: Navigator > Application Composer (under Tools).
- From the Application, drop-down list, select the first application whose metadata you want to upgrade, such as Common or Sales.
NOTE: You need to upgrade the existing customization metadata for each application separately.
- From the navigation tree on the left, under Common Setup, click Metadata Manager.
- Click Metadata Upgrade.
- By default, the list displays the "Not Started" upgrade items that you need to manually upgrade. Highlight the first row in the list, and then click the Upgrade button.
- Click OK in the confirmation dialog box. This process may take a couple of minutes. When the upgrade is done, the dialog box will close and the Upgrade Completed column will be checked.
NOTE: Currently, the upgrade item Custom objects and fields are not available for global search does not show a checkmark in the Upgrade Completed column even after the metadata upgrade is complete. You can proceed with the metadata upgrade process without concern.
- Repeat steps 7-8 for each row in the list.
- Repeat steps 4-8 for each application in the Application drop-down list in Application Composer.
- Publish the sandbox.
After the processes have completed, the application is ready to use.
Post-Update Tasks for Engagement Cloud
Any configuration changes made to the Spotlight Region in releases prior to 18.10 will not be carried forward after you upgrade to 18.10. You will need to reapply those configuration changes in Application Composer after the 18.10 upgrade has been completed.
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 |
|---|---|---|
| 03 SEP 2018 | Opportunity Adaptive Intelligence Best Sales Action | Updated document. Feature delivered in update 18B. |
| 20 APR 2018 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
Customers Upgrading from Release 12
If you're upgrading from Release 12 to Release 13, then you should review all of the release readiness content for Release 13 (updates 17B - 17D, as well as, updates 18A - 18B) to learn about all of the features available in release 13.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at SALESCLOUD-PRODEX_WW@ORACLE.COM.
Optional Uptake of New Features (Opt In)
We continue to add many new features to the Oracle Cloud Applications, and for some features, you can take advantage of new functionality at a pace that suits you by “opting in” to the feature when you’re ready. You can opt in to a feature in two ways: by using the New Features work area, or by using the Setup and Maintenance work area.
To opt in using the New Features work area:
- Click the Navigator, and then click New Features (under the My Enterprise heading).
- On the New Features page, select the offering that includes new features you’d like to review.
- Click Opt In for any feature that you want to opt in to.
- On the Edit Features page, select the Enable option for the feature, and then click Done.
To opt in using the Setup and Maintenance work area:
- Click the Navigator, and then click Setup and Maintenance.
- On the Setup page, select your offering, and then click Change Feature Opt In.
- On the Opt In page, click the Edit Features icon.
- On the Edit Features page, select the Enable option for any feature you want to opt in to. If the Enable column includes an Edit icon instead of a check box, then click the icon, select your feature options, and click Save and Close.
- Click Done.
| Action Required to Enable Feature |
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|---|---|---|---|---|---|
| Feature |
None (Automatically Available) |
Enable via Opt In UI Only |
Enable via Opt In UI Plus Additional Steps |
Not Enabled via Opt In UI but Setup Required |
Issue Service Request |
Alternate Name and Phone Number Support in File-Based Import |
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Accounts, Contacts, and Households
Alternate Name and Phone Number Support in File-Based Import
Import alternate name and phone number data in account and contact file-based import using the following child objects:
- Additional Name: Supports alternate name fields.
- Raw Phone Number: Supports unformatted phone number fields that include country code, area code, and so on.
Steps to Enable
No steps are required to enable this feature.
Account and Contact Copy Maps for Leads
Configure the mapping of standard or user-defined attributes from leads to accounts or contacts when leads are converted. You can:
- Modify the mapping of lead attributes to account or contact attributes through the Copy Lead to Account and Copy Lead to Contact Oracle Application Composer copy maps.
- Quickly and automatically update information stored on a lead to the account or contact created during lead conversion.
Steps to Enable
COPY LEAD TO ACCOUNT
To create a lead to account map:
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select Copy Maps.
- On the Copy Maps page, select the Copy Lead to Account > Standard Copy Lead to Account Map.
- Create a copy of the map and enter relevant account mappings on the Edit Copy Map page.
- Click Save and Close.
- Publish the sandbox.
To set the MKL_LEAD_TO_ACCOUNT_MAPPING_NAME profile option:
- Go to the Setup and Maintenance work area and select the Sales offering.
- Select the Sales Foundation functional area.
- Search for the task Manage Administrator Profile Values and go to the task page.
- Search in the Profile Option Code field for MKL_LEAD_TO_ACCOUNT_MAPPING_NAME.
- Update the profile value with the name of the lead to account map you created.
- Click Save and Close.
COPY LEAD TO CONTACT
To create a lead to contact map:
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select Copy Maps.
- On the Copy Maps page, select the Copy Lead to Contact > Standard Copy Lead to Contact Map.
- Create a copy of the map and enter relevant account mappings on the Edit Copy Map page.
- Click Save and Close.
- Publish the sandbox.
To set the MKL_LEAD_TO_CONTACT_MAPPING_NAME profile option:
- Go to the Setup and Maintenance work area and select the Sales offering.
- Select the Sales Foundation functional area.
- Search for the task Manage Administrator Profile Values and go to the task page.
- Search in the Profile Option Code field for MKL_LEAD_TO_CONTACT_MAPPING_NAME.
- Update the profile value with the name of the lead to contact map you created.
- Click Save and Close.
Opportunity Adaptive Intelligence Best Sales Action
The opportunity and adaptive intelligence (AI) integration leverages machine learning to:
- Suggest recommended actions to move the opportunity further along the sales process.
- Highlight opportunities with win probabilities greater than or less than the AI predicted win probability.
Recommendation
NOTE: Access to this feature is restricted. For more information, contact your Oracle solution engineer.
Steps to Enable
No steps are required to enable this feature.
Set the default status of tasks based on your business processes. This feature lets you re-order task statuses according to the most frequently used tasks. This re-ordering also applies to tasks created using task templates.
Steps to Enable
- Sign in to the application as a sales administrator.
- Go to the Setup and Maintenance work area and select the Sales offering.
- Select the Sales Foundation functional area.
- Search for the Manage Activity Standard Lookups task and go to the task page.
- Search for the lookup type, ZMM_ACTIVITY_STATUS_CD.
- Set the sequence number to 1 on the status that should be used as the default status.
- For the remaining statuses, set their sequence numbers in the order that you want them to display in the status list of values.
Role Information
A sales administrator has the privileges to define the default task status.
As an important part of knowledge sharing and training, sales teams often need to share sales content with everyone in the organization. Currently, when using Sales Lightbox, you can share a document with only one user at a time. This is a cumbersome task if you need to share the document with multiple users. With this feature, sales teams can easily share sales content, such as product catalogs, price lists, and product presentations, by making them public documents.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
To use this feature, a Public Document checkbox is provided on the Details tab. Once this checkbox is enabled, the document is marked as public.
Create enhanced reports on user adoption data to facilitate negative reporting, for example, to provide details on the users who have not signed in to the system.
With the User System Usage subject area, administrators can create reports that show the details of users who have not signed in to the application for a given time period. With the new facts, you can easily determine which country, state, or department is the most active in terms of user adoption.
This subject area can show:
- The most active users in the system for a given month (or any time period).
- The department that has the most number of active users.
- The users who have not signed in to the application for a given month (or any time period).
- Channels (for example, mobile or web) that users use to access the application.
User System Usage Subject Area
Usage Adoption Sample Report
Steps to Enable
- Sign in to the application as a sales administrator.
- Go to the Setup and Maintenance work area and select the Sales offering.
- Select the Sales Foundation functional area.
- Search for the Manage Administrator Profile Values task and go to the task page.
- On the Manage Administrator Profile Values page, search for the profile option code FND_TRACK_USER_ACTIVITY.
- Set the site level profile value to Enabled.
- Click Save and Close.
Tips And Considerations
When you create a report that includes a time period of either year or month, then you must restrict the report results by a specific time period, for example, the current year. Without this filter, the report shows data for all the years available in the Time dimension, which may not be the result that you are looking for.
For better performance, Oracle recommends the following:
- Add a filter for a specific year.
- Avoid reporting by date, instead use month or quarter.
- Consider filtering the report by a group of users, instead of individual users.
Role Information
Access to the User System Usage subject area is restricted to the BI duty role, BI User System SA Access.
Create reports on partner programs and the associated tiers to get details about programs created in the application.
Subject areas related to partner programs and program tiers let you create reports on programs and their associated business objects. You can also show many-to-many relationships between programs and tiers by creating reports that show the tiers that are assigned to one or many programs.
Use the partner program reports to see the following:
- Programs created in the current month, quarter, year, or any given time period.
- Programs that end in the next month, quarter, year, or any given time period.
- Programs that started in the previous month, quarter, year, or any given time period.
- For a Channel Sales Manager, it helps to find out all the programs that are owned by the subordinates.
This subject area can be cross joined to other subject areas which has program or employee as common dimension to expand reporting capability.
Program Subject Area
The Program Tier subject area can be cross joined to other subject areas which has program as a common dimension to expand the reporting capability.
Program Tier Subject Area
Steps to Enable
No steps are required to enable this feature.
Bulk Enrichment of Accounts and Contacts with D&B Data
Perform batch enrichment of accounts and contacts using the Oracle Data Cloud enrichment service. This functionality provides you with an automated process for enriching Oracle Customer Data Management data in bulk with data from Dun & Bradstreet Corporation. It also provides visibility into which records were enriched and which were not.
Steps to Enable
No steps are required to enable this feature.
Integration with DaaS Master Geography Using Loqate
Improve data quality and resolve data conflicts between master geography data and the Address Verification Cloud Service using the new geography data provider Loqate. Oracle CX customers can import Loqate geography seed data using manage geographies.
Steps to Enable
Set "ORA_HZ_ENABLE_DAAS_LOQATE " profile option to Yes. After the profile option is set to Yes, "Import Geography Data" option under Actions in Manage Geographies will call Loqate Geography Data for the supported countries.
Tips And Considerations
Import Geography Data option under Manage Geographies is calling Nokia geography data by default.
This option will be disabled, In case the geography data is already imported from either Nokia or Loqate geography for the country or geography data is not available from Nokia or Loqate.
Key Generation Improvements and Optimization
Optimize key generation and improve key generation data stewardship capabilities to achieve an error-free, smooth experience. Data stewards can use a guided key generation process with visibility into the job status. Key generation optimization significantly reduces the key generation process time.
Steps to Enable
No steps are required to enable this feature.
Ability to Purge Resolution Requests and Logs
Purge duplicate resolution requests and logs to improve performance and usability.
Steps to Enable
No steps are required to enable this feature.
Additional RESTful Child Objects and Fields for Accounts, Contacts, and Households
RESTful web services support additional child objects, additional fields, and enhanced capabilities. The following are supported:
- Support additional names (Account and Contact REST APIs): Ability to add, update, search, and delete additional names for accounts and contacts.
- Support unformatted phone number (Account, Contact, and Household REST APIs): Accept unformatted phone numbers as input and parse them into separate phone number fields, such as country code, area code, and phone number.
- Allow fetching of inactive and merged records (Account, Contact, and Household REST APIs): Enable web services to get records with active, inactive, and merge statuses.
Steps to Enable
No steps are required to enable this feature.
Partner Relationship Management
Deal Registration Configurable Approval Notification
Configure the Deal Registration approval notification using a standard layout available in Oracle Application Composer. You now have the ability to add or remove standard and custom attributes and create dynamic layouts.
Use the approval layout for online and email notifications.
Steps to Enable
No steps are required to enable this feature.
Automatically Update Merged Accounts
Automatically update changes to Territory Management inclusions and exclusions, when merging account, contacts, or households using Customer Data Management. For example, if Vision Enterprise is merged with Vision Corp, to form Vision Corp, then any reference to Vision Enterprise in Territory Management account inclusions and exclusions are automatically updated to Vision Corp.
Steps to Enable
No steps are required to enable this feature.
Auto-Exclusion of Named Accounts Using Territory Precedence
Name accounts exclusively, either for the entire organization or within a specific division.
Named accounts included on a territory are automatically excluded from all other territories whose dimensional coverage covers those accounts. If the included account is set up to include all its subsidiaries, then all these subsidiaries are also automatically excluded.
This feature enables the precedence of account inclusion territories over dimension coverage territories when assigning accounts, opportunities, and leads.
Steps to Enable
CUSTOMERS WITH AN EXISTING TERRITORY MODEL AND RUNNING TERRITORY ASSIGNMENT FOR ACCOUNTS, OPPORTUNITIES, OR LEADS, OR PARTNERS OR DEAL REGISTRATIONS:
- Define Territory Function values (if needed)
- If using the Active Territories UI, add the Territory Function field to the appropriate pages using Application Composer
- Optionally add the Territory Function field to the Account, Opportunity and Lead Team pages using Application Composer
- Optionally add territory function value to each territory (ancestor territories can be an exception)
- Enable Territory Precedence feature via Opt In Feature or Enable Dimensions and Metrics
- In Setup and Maintenance, edit the features for the Territories functional area.
- Select the Territory Precedence feature Opt In Task, and in the Enable Dimensions and Metrics page, select Edit.
- Select the Enable Territory Precedence option.
- Click Save and Close.
- In the Actions menu, select Load and Activate.
- Run assignment processing for the relevant records
CUSTOMERS WITHOUT AN EXISTING TERRITORY MODEL:
- Enable Territory Precedence feature via Opt In Feature or Enable Dimensions and Metrics
- In Setup and Maintenance, edit the features for the Territories functional area.
- Select the Territory Precedence feature Opt In Task, and in the Enable Dimensions and Metrics page, select Edit.
- Select the Enable Territory Precedence option.
- Click Save and Close.
- In the Actions menu, select Load and Activate.
- Define Territory Function values
- If using the Active Territories UI, expose Territory Function field in the appropriate pages using Application Composer
- Optionally add the Territory Function field to the Account, Opportunity and Lead Team pages using Application Composer
- Optionally add territory function value to each territory (ancestor territories can be an exception)
- Run assignment processing for the relevant records
Tips And Considerations
If you enable this feature the following features are not available:
- Territory Management
- Territory Metrics
- Assignment Preview
- Territory Validation
- Partner Center
- Geographies served and the ability to assign territories to partners based on Geographies served
Improved Tracking and Real-Time Propagation of Territory Changes
Changes to territories made using the Simple Territories UI, Territory Proposals or Territory Import are now tracked in a consistent and more efficient manner, resulting in:
- Consistent Audit Reports: The Oracle Sales Cloud audit report now displays territory changes in a uniform manner irrespective of which interface was used to make the changes
- Improved Performance: Certain changes to territories, such as updates to the territory owner, are now propagated in real-time without requiring territory re-assignment, thus improving performance
Steps to Enable
This feature is enabled or disabled through the profile option, MOT_RETAIN_ACTIVE_TERR_VERSION_ID. To access this profile option, follow these steps:
- Sign in to the application as a sales administrator.
- Navigate to the Setup and Maintenance work area and select the Sales offering.
- Select the Define Sales Foundation functional area.
- Search for the Manage Administrator Profile Values task and go to the task page.
- In the Profile Option Code field, search for MOT_RETAIN_ACTIVE_TERR_VERSION_ID.
- To enable the option, set the Profile Value to Yes.
- Click Save and Close.
Key Resources
For more information, see the Setting Up Territories chapter in the Implementing Sales guide.
Include Original System Reference Information in Territory Export
Use the Original System Reference (OS/OSR) IDs of accounts that are part of territory inclusions and exclusions to correlate the accounts against external data sources. The territory export file includes an additional column that contains the OS/OSR IDs. You can export the file from either the active territory hierarchy or a hierarchy that is part of a territory proposal.
NOTE: The additional information column is provided for reference. The application ignores this column if it is included as part of the territory import file.
Steps to Enable
No steps are required to enable this feature.
Reporting Transactions Using Generic Time Dimension
Analyze and report aggregate data using common date and time attributes. The generic time dimension is linked to the following business date fields in the Transaction subject area:
- source_event_date
- booked_date
- invoice_date
Access time attributes, such as month, quarter, week, and year, on the business dates in transactional subject areas. These time attributes enables you to create time-based descriptive attributes and use them as report headers. The availability of the time attributes facilitate calculation of advanced metrics, such as Average-over-Time and Year-to-Date measures, which otherwise would require complex SQL case statements.
Steps to Enable
No steps are required to enable this feature.
Ability to Select Periods in Mobile Commission Application
Select periods on the Mobile Commission application dashboard. You can see the details of your credits, earnings and payments, attainments, and active compensation plans for the selected period.
Mobile Commission Application Dashboard with Period Selection
Steps to Enable
Update to the latest version of the mobile commission application from the respective app store.
Tips And Considerations
The periods are displayed in descending order by date.
Retention of Credit History for All Updates
Save history of updates made to a credit regardless of its status. Previously the updates to credit records were stored in the history table only if the corresponding earning record was paid. You now have a choice to enable tracking of credit updates irrespective of its status by setting the corresponding profile option.
Steps to Enable
- Sign in to the application as a sales administrator.
- Navigate to the Setup and Maintenance work area and select the Incentive Compensation offering.
- Select the Incentive Compensation Configuration functional area.
- Search for the Manage Incentive Profile Values task and go to the task page.
- On the Manage Incentive Profile Values page, search for the Profile Display Name of Archival of Updated Credits Enabled (profile option code ORA_CN_CREDIT_HISTORY).
- Set the profile value to Yes in the Profile Values region.
- Click Save and Close.
Tips And Considerations
Enable this feature, only if you have a real need to track every update to a credit for reporting purposes. Recording of each and every update for all credits will result in a sizable increase in the volume of the credit history table.
Cancel unwanted credits after you have incorrectly assigned direct credits for a transaction. Use the Manage Credits page to select and cancel multiple credits. The canceled credits are marked as obsolete.
Run the Revert Transactions process to delete the obsolete credits and move them to the history table.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
This feature only allows deletion of direct credits. To list only the direct credits you can set 'Credit Type = Direct Credit' as the search criteria within the Manage Credits page.
Improved Performance When Saving Transactions
Create, edit, and save transactions asynchronously while you continue to use the application, thus allowing you to create and edit records quickly.
Steps to Enable
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select Sales from the Application drop down list.
- Select Mobile Application Setup from the Common Setup Options.
- In the Application Features section, select Settings.
- Enable or disable the Enable Deferred Create and Edit setting per your requirements.
- Enable: The application performs the create and edit transactions asynchronously and passes the control back to the user.
- Disable: The application waits until the create and edit transactions are saved and then passes the control back to the user.
- Publish the sandbox.
Role Information
This feature can be controlled by the sales administrator.
Configurable Search Capabilities
Configure opportunity saved searches so that sales users see just the list of opportunities that are relevant to them. As an administrator:
- Update the text search field for standard or custom objects so that it uses the operators "begins with" or "contains".
- Allow the saved search of an opportunity object to contain multiple opportunity status values.
Steps to Enable
To change the search fields for standard or custom objects:
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select CRM Cloud from the Application drop down list.
- Select Mobile Application Setup and then CX Cloud Mobile.
- Select the object for which you're configuring the search operation, for example, the Opportunity object.
- Using the standard layout, navigate to the Search section, and select the field and the operator to use for a simple search for that object.
- Save the changes and then test the change by downloading the sandbox to the Oracle CX Cloud Mobile application.
Configuring Simple Search
To use multiple status values in an opportunity saved search:
- Sign in to the application as a sales administrator.
- Activate a sandbox.
- Navigate to Application Composer.
- Select CRM Cloud from the Application drop down list.
- Select Mobile Application Setup and then CX Cloud Mobile.
- Select the Opportunity object and click Saved Search.
- Clone the default saved search and select the Status field.
- Within the Criteria section, select one or more values for the Status field for the Opportunity object.
Configuring Opportunity Saved Search with Multiple Status Values
Push Notifications for Service Requests
A critical element to great customer service is the ability to respond quickly to customer requests and changing events. To enable you to do this, Engagement Cloud now includes a push notification framework. This notification framework will enable users such as service agents and managers to receive push notifications on their mobile device to notify them of an event on service request records.
These push notifications can be configured to provide immediate insight into events such as an approaching SLA milestone or service request assignment. Once signed in to the mobile application, you can see a list of your notifications by clicking the Notifications icon on the global header. You can dismiss a notification after you view it. You can also perform bulk dismissals on several notifications simultaneously.
Notifications can be defined within Application Composer with your unique conditional logic to decide when to raise each notification. For example, you can define alerts for upcoming SLA milestones, reassignments, or escalations. The administrator can also decide whether to enable mobile push notifications for certain alerts, or deliver the alerts only to the Bell notifications on the desktop application (Bell notifications are always delivered, even if mobile notifications are disabled). Clicking the notification and navigating to the record details marks the notification as read, and it is cleared from the notification list.
Push notifications are supported in iOS and Android devices.
Push Notification
Steps to Enable
Notifications can be enabled by an administrator by enabling the Service Notifications feature in Setup and Maintenance. When the Service Notifications feature is enabled, Bell notifications are automatically enabled.
Notification triggers are defined as a groovy expression in Application Composer containing the conditions that must be met for each notification. For example, a trigger can be defined to send a notification when a high severity service request is assigned to a user.
To enable the notifications feature for service requests:
- Navigate to Setup and Maintenance, and select the Service offering.
- In the Functional Areas section, select Productivity Tools, and then select Change Feature Selection.
- Select Service Notifications to enable notifications for Service.
Notification Feature
Tips And Considerations
When actions such as a mass import of service requests are taking place, there may be a need to disable notifications. To do this, use the following profile option to disable notifications:
-
SVC_DISABLE_BO_NOTIFICATIONS
Key Resources
For information about how to configure Service notifications, see the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html.
Role Information
To configure notifications, administration privileges are required.
File-Based Data Import / Export
File-Based Data Import Framework
Use the improved file-based data import framework that has increased usability, reliability, and performance. The import framework is available for common Oracle Sales Cloud objects such as Accounts, Contacts, Leads, Opportunities, and more.
The new import framework improves usability in the following ways:
- Streamlines the UI for importing flat-file data and monitoring status. The UI now includes a new drag-and-drop feature for mapping columns in your source file with columns in the associated Oracle Sales Cloud object.
- Analyzes up to the first 10 rows of your input file for validation. This validation ensures that mapped columns meet datatype constraints and that the required fields are included in your input file.
- Matches the data shape of importable objects with the corresponding RESTful APIs of each object.
- Invokes and monitors import and export jobs using new RESTful APIs.
- External data loader client application provides command-line access to invoke and monitor import jobs. The client application automatically breaks large files into multiple files that can be processed by the framework, and then manages the submission and status of each file.
The new import framework improves reliability in the following way:
- Improves the underlying architecture of the import process to eliminate jobs that end in an application error.
Steps to Enable
No steps are required to enable this feature.
Key Resources
Documentation for the import framework can be found in the Tasks > Administer section in the Oracle Sales Cloud Help Center.
Role Information
You must have the Sales Administrator job role to access the file-based data import functionality.
Ability to Select Configuration Types for Configuration Set Migration (CSM) Export
Configuration types, such as BI content, Email Templates, Enterprise Scheduler Services, Industry Solutions Extensions, and SOA artifacts, can be selected or deselected for export from the source environment during the Configuration Set Migration process. This capability enables you to selectively migrate new or updated configuration types from the source environment to the target environment, rather than migrating all types. It helps to save migration time for system administrators and implementation consultants.
Steps to Enable
No steps are required to enable this feature.
Update Events on Standard Objects Based on Custom Child Object Updates
Raise "update" events for standard objects when there are create, update, or delete operations on their child objects. These events are raised irrespective of you being in or out of a sandbox.
Use the public events by the Integration Cloud Service to integrate Oracle Sales Cloud with another system. With this addition, the integration system is notified when the parent object is updated and when the custom child objects are updated. Subsequent RESTful calls are made to synchronize the parent object and all its child data.
Steps to Enable
No steps are required to enable this feature.
Key Resources
For information about enabling and subscribing to Oracle Sales cloud event, see Prerequisites for Creating a Connection in the Using the Oracle Sales Cloud Adapter guide.
In configuration reporting, see more details about an object's dynamic layouts. In addition to the total number of layouts, you can see a list of fields, actions, and buttons exposed on each page layout, as well as the criteria for page layouts. This detailed layout information can be included for up to five objects.
To use the feature, navigate to Application Composer > Metadata Manager > Configuration Report > Generate.
Configuration Report on All Modified Objects
If a layout details report is needed, the administrator can select up to five objects in a shuttle window.
Objects Selected in Shuttle Window
Steps to Enable
No steps are required to enable this feature.
Ability to Delete Unpublished Object Workflows, Actions, and Links
Delete unpublished object workflows and their associated actions from the current sandbox. You can also delete unpublished actions and links, and these are then automatically removed from the pages where they were available as buttons, menu items, and links.
Steps to Enable
No steps are required to enable this feature.
EC Knowledge features a customer-help dictionary that enables the search engine to use natural language to find the best answer to users' questions in the knowledge base. This dictionary consists of concepts with synonyms, i.e. words, phrases and acronyms that have the same or similar meanings. The search engine uses these concepts and synonyms to retrieve consistently valuable answers even when users' questions are indirect or use different terms than those in the knowledge base.
The new Manage Search Dictionary tool enables knowledge base administrators to view, edit, and add concepts and synonyms to the dictionary. Knowledge administrators can add terms that are important to their organizations and users, including their specific products and services, as well as any synonyms (acronyms, abbreviations, alternative names or legacy names) that agents, customers, and authors may also use to refer to them.
For example, the knowledge administrator can add concepts for his organization's products and services with synonyms reflecting the different ways agents, customers, and authors may refer to them, such as acronyms, abbreviations, alternative names and legacy names.
The benefit of this feature is that users can quickly and easily find answers in the knowledge base without knowing specific terminology or how the content is worded or organized. The search engine automatically does the work of matching users' questions to the best answer, saving the user the time and frustration of having to re-word their question, or not getting an answer at all.
Steps to Enable
Enable the functional area "Knowledge Management".
Tips And Considerations
When adding synonyms to a concept ensure that they have the same or a similar meaning within your business or organization, as adding words or phrases that do not mean the same impacts search accuracy negatively.
Key Resources
For more information, see the section Simple Concept Editor in the Using Knowledge in Engagement Cloud guide.
Role Information
A user must have the Knowledge Manage role to access to the Manage Search Dictionary feature.
In this release, we introduce a new, improved user interface for authors to view, create, modify, translate, list and publish knowledge articles.
Key features include:
- Guided Task Flows: Designed for optimal productivity, new guided flows streamline the most common authoring tasks, such as creating, editing, and translating articles. These new guided flows increase authors' efficiency and facilitate improved knowledgebase management.
- Visual Consistency: The user interface has been redesigned to be consistent with all other Oracle Cloud applications. Tasks are easier to learn and execute, enabling authors to quickly and intuitively learn new skills and transfer existing knowledge to new contexts.
- Discoverability: Information is intuitively organized so authors can more efficiently find, create and publish knowledge articles to keep up with customer demands.
- Responsive Design: Screens will render well on a variety of devices and window or screen sizes.
- Accessibility: Authoring screens were designed to meet the applicable U.S. Section 508 standards and Web Content Accessibility Guidelines (WCAG) 2.0 'A' and 'AA' levels. (For more information, please refer to the Oracle Voluntary Product Accessibility Template for Engagement Cloud Knowledge Management.)
Steps to Enable
Enable the functional area, "Knowledge Management".
Tips And Considerations
- Authors entitled to create Service knowledge articles should be assigned the Knowledge Author Service role.
- Authors entitled to create HCM knowledge articles should be assigned the Knowledge Author HCM role.
Key Resources
For information on using the new authoring features, see the section Using Knowledge Authoring in Using Knowledge in Engagement Cloud guide.
This release introduces new features that enable administrators to configure the Knowledge Management application.
MANAGE KNOWLEDGE LOCALES
Authors can create, and agents and end-customers can view, knowledge articles in 25 languages and in 40 locales. Locales are used to differentiate knowledge content by language and country or region. For example, English-based locales include the United States, the United Kingdom, Canada, Australia, and others; French-based locales include France, Canada, Belgium, etc. The benefit of Manage Knowledge Locales is that it enables knowledge managers to control the locales available in their organization. When a knowledge manager activates a locale in Manage Knowledge Locales, it becomes available throughout Engagement Cloud Knowledge. Knowledge managers can configure content types and the search dictionary in the locale; authors can create knowledge in this locale; and agents and end-users can consume knowledge in this locale.
MANAGE CONTENT TYPES
Authors create knowledge articles based on one of several content templates, or content types. Knowledge managers can use Manage Content Types to configure these content templates and make them available to authors to use. For example, a simple content template may consist of a Question field and an Answer field; a more structured content template may consist of fields for Title, Environment, Cause, Problem, Solution, Internal Notes, etc. Manage Content Types features rich configuration options for content templates and their fields. Knowledge administrators can define visibility options, formatting options and applicable products and categories. The benefit of this feature is to guide authors as they create knowledge and help them provide the best level of information and context in a consistent style.
KNOWLEDGE USERS
Knowledge Users controls users' authoring privileges for locales and content types. Knowledge managers can assign one or more authoring locales to each user. They can also assign role-based permissions to users to enable them to view, create, edit, publish, etc., knowledge articles within each content type. For example, a manager can configure a role with permissions to create and edit, but not publish, knowledge articles English-United States locale. The benefit of this feature is to ensure that authors have the appropriate privileges for their abilities and roles.
Steps to Enable
Enable the functional area "Knowledge Management".
Tips And Considerations
The recommended setup process is to configure features in the following order: Manage Knowledge Locales, Manage Content Types, Knowledge Users.
It is recommended, but not required, that the locales activated in Manage Knowledge Locales correspond to the installed language packs. For example, it is recommended that the French language pack is installed if the French-France knowledge locale is active. Should the French language pack not be installed, products and categories will lack French translations and knowledge articles of the French-France locale may be displayed with products and categories in a different language for which there is an installed language pack.
Key Resources
For more information on administering locales, content types, and users, see the section Administering Knowledge in the Using Knowledge in Engagement Cloud guide.
Role Information
Users must have the Knowledge Manage role to access the Knowledge administration features.
Knowledge Management Analytics
Knowledge Management Analytics provides new dashboards and supporting subject areas that provide management insight into the knowledge base. The dashboards summarize information about the articles being created, updated, published and linked. They can be used as-is, and can be configured to meet your organization’s requirements.
The dashboards are:
- All Knowledge by Day (also available for week and month): Shows all users' activity for all articles created, updated, published, and linked in the selected time period (last 12 days, weeks, or months).
- My Knowledge by Day (also available for week and month): Shows an individual user's activity for all articles created, updated, published, and linked in the selected time period (last 12 days, weeks, or months).
- All Knowledge Breakdown: Shows the extent of the available content in the knowledge base using the total article count by product, category, content type, and by locale.
The four subject areas are:
- Article Real Time: Provides general information for knowledge management content reporting. It includes all available information, such as the article version, the version author, and the version locale for each article.
- Article Links Real Time: Provides article-to-service request linking information. Only articles linked to service requests and service requests linked to articles appear in this subject area.
- Article Category Real Time: Provides the details of articles associated to categories.
- Article Product Real Time: Provides the details of articles associated to products.
Steps to Enable
There are no required steps to enable or configure Knowledge Management Analytics. To access the dashboards:
- Go to Tools - Reports and Analytics
- Select Browse Catalog
- Select Shared Folders, Service, Embedded Content, Knowledge Analyst, Dashboards
- Open or Edit the following dashboards:
- All Knowledge Breakdown
- All Knowledge by Day
- All Knowledge by Month
- All Knowledge by Week
- My Knowledge by Day
- My Knowledge by Month
- My Knowledge by Week
Key Resources
Key Resources text: For more information, see the section Analyzing Knowledge in the Using Knowledge in Engagement Cloud guide.
Role Information
Users must have the Knowledge Management Transaction Analysis role to access to the Analytics feature.
Launch Knowledge Content Processing
The Knowledge Content Processing Status page allows administrators to view the history of completed content processing jobs (including their details) as well as manually launch the content processing jobs.
Knowledge article changes are regularly added to the search index via the "incremental" content processing job.
A "full" content processing job is only required to pick up non-document related changes which might impact documents. For example product hierarchy or category hierarchy changes where documents are not updated. If you require non-document changes to be reflected in the index you can manually run a "full" content processing job.
Steps to Enable
Enable the functional area "Knowledge Management"
To launch the Knowledge Content Processing job manually:
- Navigator: Setup and Maintenance
- Setup: Service
- View Configuration: Knowledge Management
- Task: Manage Knowledge Search Dictionary
- Tab: Content Processing
Then either select
- Run Full Content Processing
- Run Incremental Content Processing
To have the Incremental Knowledge Content Processing job launch automatically:
- There is a single ESS search content processing job called “Knowledge Search Batch Process” which is required to be scheduled for automatic incremental content processing.
Tips And Considerations
SCHEDULE
- Incremental content processing typically starts within a 15 minute period of the ESS job being scheduled
- Full content processing is ran on-demand
TIPS
- Only 1 content processing job can run at a time.
- Running a "full" content processing job will take a lot longer than the incremental job.
- As job completion times will vary for each site, for the best indication of estimated job completion times, look at the history of other jobs of the same type.
- If you want to see the status of the currently running job, press the "refresh" button.
- You can only view details for completed jobs (not in-progress jobs).
Key Resources
Key Resources text: For information on managing content processing, see Managing Search Content Processing Jobs: Explained in Using Knowledge in Engagement Cloud guide.
Role Information
The Knowledge Administration role is required to launch the content processing jobs.
This release adds a new standard action to the Service Request details page to provide a simple, consistent way to gather resolution information about a service request.
‘RESOLVE’ DIALOG
Service Agents can resolve a Service Request by choosing the 'Resolve' action from the Actions menu from the Service Request details page. The 'Resolve' dialog presents all of the relevant fields in one place, such as outcome, resolution code, and solution comments, in order to encourage consistent data collection about SR outcomes. This dialog is pre-populated with any information that has already been entered into the Service Request.
Elements in the UI:
- Status - contains all of the Service Request status values for the Resolved status type.
- Outcome - dropdown that contains the top-level categories for describing what type of resolution was achieved for the Service Request.
- Resolution Code - dropdown contains detailed reporting codes describing how the chosen Outcome was achieved. The options available in this list are dependent on the value selected in the Outcome list.
- Solution Description - gives the user 1000 characters to explain in detail how the problem was solved. The field supports the option to use SmartText to quickly fill in commonly used text.
Service Request Resolve Dialog
SOLUTION SECTION
A new Solution section now appears immediately below the Problem Description to capture information regarding the final resolution of the SR. The Solution field is available throughout the lifecycle of the SR, so notes and draft descriptions can be prepared and validated before the Service Request is formally Resolved.
Solution Section
CONFIGURATION AND ADMINISTRATION
Administrators can setup Outcomes and Resolution Codes using a new setup task in Setup & Maintenance. Use Application Composer to extend the service request resolution flow.
Setup Outcomes and Resolutions
Steps to Enable
The Service Request Resolution flow is enabled by default. The Profile Option is 'Enable Resolve SR default value' ('SVC_ENABLE_RESOLVE_SR') and is set to 'Yes'.
Tips And Considerations
Setup Outcomes and Resolutions in this order:
- Define 'Outcome' values using Lookup Type 'ORA_SVC_RESOLVE_OUTCOME_CD'
- Define 'Resolution Code' values and associate them to Outcomes using FSM screen 'Manage Service Request Outcomes and Resolutions'
Nested Tabs for Service Requests
The Service Request work area enables agents to interact with multiple records simultaneously through top level dynamic tabs in order save time accessing related information about a service interaction. With the previous release, top level dynamic tabs can be opened side by side for Service Requests, Accounts, Contacts, Assets and Custom Objects.
This release enhances the user experience by allowing related records to be opened as nested tabs underneath a selected top level service request. This creates a natural grouping of the most common records related to a service request. As a result, the user can more easily keep the work area organized while handling multiple interactions, more easily switch contexts between interactions, and more quickly close out the tabs when an interaction ends.
For this release, when an agent opens a Service Request record as a top-level dynamic tab and then drills into other linked objects associated to that service request such as the Primary Contact or Account, the agent will see these objects open in a nested dynamic tab (see screen shot below). When the new nested tab opens, that record will become the active tab. Under Service Request, users can drill into the related Account, Contacts, Assets, Custom Objects and even other Service Requests and open them in the nested tab pattern.
To ensure the highest level of usability and to prevent the inadvertent loss of data, a visual indicator in a form of a blue dot will be presented on any tab that has unsaved data. This allows agents to immediately identify when there is unsaved data so that they can take the appropriate action.
Nested Dynamic Tabs
Steps to Enable
No steps are required to enable this feature.
Action Plan Usability Enhancements
This release of Oracle Engagement Cloud introduces several usability enhancements to Action Plans including:
- Import of Actions - as an administrator within Setup and Maintenance, you can import actions from another source.
- Mapping multiple fields from parent to child - as an administrator you can map multiple fields from the parent Service Request when creating an action in order to populate additional fields on the action.
- Sandbox warning message - as an administrator you will be prevented from making changes to action plan setup when you are in a sandbox.
- Recreate actions - a user can retry creation of a related business object for an action if there is an error on the action.
All of the above enhancements are automatically available without additional setup tasks,
Steps to Enable
The Action Plan feature must be enabled but there are no subsequent steps to enable these enhancements.
Key Resources
For more information, see the Action Plans chapter in the Implementing Service in Engagement Cloud guide.
Role Information
These enhancements are all available for the Service Request Administrator. The recreation of actions is also available for the Service Request Power User and Service Request Troubleshooter.
Queue Based Service Request Visibility
When viewing lists of service requests or creating custom searches, user access can be explicitly limited to queue membership. In the Security Console, an administrator can grant queue-based visibility to service requests for specific roles so that users with these roles can only see the service requests assigned to the queue or queues where they are a resource member. With this new data security policy, your company has the additional option to force all seeded and custom searches to be constrained only to queue membership for a set of users.
Steps to Enable
None of the out-of-the-box roles have queue-based service request visibility. Perform the following steps to give the queue based data security policies to your users:
- Create a new job role and navigate to the section where you can associate data security policies to a job role.
- Create a new Data Security Policy with the following attributes:
- Give the policy an appropriate name.
- Select Data Resource = Service Request Header.
- Select Data Set = Select by instance set.
- Data Condition Name = Access the service request header for table SVC_SERVICE_REQUESTS where the customer relationship management service request is assigned to a queue that they are a member of.
- Select the appropriate action. Typically all actions except Delete are selected. See the screenshot below.
- Click OK and continue to the Users section of the Job role creation process.
- Add the users you would like to get this data security policy and save the job role.
Data Security Policy for Queue Based Service Request Visibility
Tips And Considerations
If your users have existing service duty roles and you do not want your users to see all the service requests they can currently see, you will need to remove those data security policies from the user.
To achieve this,
- Copy the seeded duty roles given to your users.
- Remove the data security policies that you do not want these users to have.
- Follow the steps as described in "Steps to Enable".
Key Resources
Refer to the Securing Sales guide to understand Oracle Engagement Cloud security and how you can make changes to it. http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OSCUS1717419
Role Information
You CRM Application administrator would typically have the permission to make these security changes.
Service Entitlements for Business Units
Companies with multiple business units implemented can now manage milestone configuration definitions separately for each business unit, to account for potential differences in business process and unique implementation of customer commitments.
The existing task Manage Milestone Configuration under Setup and Maintenance now shows all milestone configurations across business units. This same task can be used to create a new milestone configuration for a specific business unit, allowing different business units to have separate definitions of when milestones start, pause, and are complete. Alternatively, a new task has also been provided in Setup and Maintenance functional area for Business Unit setup, so that a unique milestone configuration can be easily set up as one of the steps when a business unit is set up.
Steps to Enable
This feature is automatically enabled when multiple business units are enabled, but when each business unit is created, you must create milestone configurations for each milestone used by that business unit.
Tips And Considerations
When setting up multiple business units, each business unit has its own separate definition of milestone configuration, so the creation of a business unit requires this setup if milestones are intended to be used for service requests created under that business unit.
If business units have different SLA commitment times or want to use different calendars for a milestone, you can configure standard coverages to check business unit as an additional criteria column, and specify different times or calendars for each business unit in the standard coverage. For additional information about configuring standard coverages with additional columns, review the section "Creating Columns for Entitlement Rules" in the Implementing Service guide.
Key Resources
- For details about setting up entitlements, see the "Setting Up Service Entitlements" chapter in the Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2331371
- For details about implementing multiple business units for your service organization, reference the chapter Setting Up Business Units in the same Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2854853
Business Unit-Based Service Request Visibility
When viewing lists of service requests or creating custom searches, user access can be explicitly limited by Business Unit (BU) membership. In the Security Console, an administrator can grant BU-based visibility to service requests for specific roles so that users with these roles can only see the service requests assigned to the business unit or business units where they are a resource member. With this new data security policy, your company has the additional option to force all seeded and custom searches to be constrained only to BU membership for a set of users.
Steps to Enable
None of the out of the box roles have business unit-based service request visibility. Perform the following steps to give the BU-based data security policies to your users:
- Create a new job role and navigate to the section where we associate data security policies to a job role.
- Create a new Data Security Policy with the following attributes:
- Give the policy an appropriate name.
- Select Data Resource = Service Request Header.
- Select Data Set = Select by instance set.
- Select one of the below data condition names:
- Access the service request header for table SVC_SERVICE_REQUESTS where the customer relationship management service request is associated with my business units or the application default business unit
- Access the service request header for table SVC_SERVICE_REQUESTS where the partner service request is associated with my business units or the application default business unit
- Select the appropriate action. Typically all actions except Delete are selected. See the screen capture below.
- Click OK and continue to the Users section of the Job role creation process.
- Add the users you would like to get this data security policy and save the job role.
Data Security Policy for Queue Based Service Request Visibility
Tips And Considerations
If your users have existing service duty roles and you do not want your users to see all the service requests they can currently see, you will need to remove those data security policies from the user. To do so, complete the following steps:
- Copy the out of the box duty roles given to your users.
- Remove the data security policies that you do not want them to have.
- Follow the steps as described in "Steps to Enable".
Key Resources
Refer to the Securing Sales guide to understand Oracle Engagement Cloud security and how you can make changes to it.
Role Information
You CRM Application administrator would typically have the permission to make these security changes.
Secure the Business Unit Field on a Service Request
The business unit (BU) field on the Service Request object is now secured using a privilege. The following prebuilt job roles can change the BU when editing a service request:
- Customer Service Representative
- Customer Service Manager
- Sales Manager
- Sales Representative
- Sales VP
- Customer Relationship Management Application Administrator
- Sales Administrator
- Channel Account Manager
- Channel Operations Manager
- Channel Sales Manager
If the "Update Service Request Business Unit" privilege is revoked from the above roles, users with those roles will no longer be able to change the BU of the service request when editing.
Steps to Enable
To remove the 'Update Service Request Business Unit' privilege from a user's role, you will need to perform the following steps in Security Console (The steps assume your users have been granted one of the prebuilt service job roles):
- Copy the prebuilt job role that is granted to the user. (The role would be one of the job roles mentioned above). This job role should have one of the following duty roles:
- Service Request Administrator
- Service Request Power User
- Service Request Troubleshooter
- Service Request Contributor
- Service Request Channel User
- Copy the duty role that is already granted to the job role.
- Edit the copied duty role and remove the 'Update Service Request Business Unit' privilege from the role.
- Edit the previously copied job role and remove the service duty role (the one you copied to create a custom duty role).
- Add the custom duty role to the copied job role.
- Remove the previously-granted prebuilt service job role from the user and grant the new custom job role to the user.
Tips And Considerations
If you have custom roles for your users, do the following:
- Identify the custom role that has the 'Update Service Request Business Unit' privilege
- Remove that privilege from the role.
Key Resources
Refer to the Securing Sales guide for details on using the security console and managing your roles.
Role Information
You CRM Application administrator would typically have the permission to make these security changes.
Export Functional Setup for a Specific Business Unit
In previous releases, when exporting the business unit functional setup for the Service offering, the system exported the setup for all business units. With this release of Engagement Cloud, you can export the functional setup for a specific business unit. This provides additional management flexibility in circumstances where each business unit is managing its own set of configurations.
Steps to Enable
- Navigate to Manage Implementation Projects in Setup and Maintenance.
- Create a new Implementation Project to export your business units setup data.
- Save and open the project.
- Add the Define Business Units for Service task list to the project.
- Expand the task list.
- In the Selected Scope column, click the Select for the first task that has that link.
- In the picker, find and pick your business unit.
- Click Done for the implementation project and continue with the creation of the configuration package.
- When you export the configuration package, the export data will only include data for your selected business unit.
Export Business Unit Specific Functional Setup
Key Resources
Refer to Exporting and Importing Setup Data for Implementation Projects chapter in the Using Functional Setup Manager guide for more details.
Role Information
Your CRM Application administrator will typically have the permission to export functional setup data.
In this release, Engagement Cloud introduces a major functional enhancement to the interactions framework. With the advent of additional channels being added to the omni-channel framework, interactions now have the ability to track and manage inbound and outbound communications that cross from one channel to another.
For example, if a customer begins a communication with an agent through an inbound chat, and then the agent promotes that communication to a phone call - the interaction framework can track and manage that communication through its lifecycle and across both channels.
In addition to tracking the journey a communication takes across channels, the interaction framework also has enhanced functionality to track the transactional activities that took place during that communication. When an agent is working with a customer on a live communication such as a chat or a phone call, the interactions framework can identify and associate the business objects that may have been edited or created during that communication. In this release, cross-channel interaction tracking is supported for Service Requests.
As an Agent or a Manager, users will now have a way to quickly and easily view the transactions that took place during the course of a communication with a customer. This 360 degree view of the customer journey is visible through the interaction history sub-tab on the Account, Contact and Service Request objects.
Steps to Enable
To enable the Cross-Channel Interaction functionality, the following steps are necessary:
- As an Administrator, go into Setup and Maintenance
- Select the Service offering
- Select Communication Channels under Functional Areas
- Select All Tasks
- Select Setup and Configure Cross-Channel Communications
- You will be presented with a UI which will allow you to select the options you want:
- Enable Cross-Channel Communications
- Select the amount of time from the last interaction update date to associate interactions. (The default value is 20 minutes, however you can select a little as one minute - or as much as 120 minutes)
- Select the amount of time from the last interaction create date to associate interactions. (The default value is 20 minutes, however you can select a little as one minute - or as much as 120 minutes)
- Select which objects you would like to automatically associate from the list of available objects
Setup Page for Cross-Channel Interaction Tracking
Role Information
To perform the setup and configuration of Cross-Channel Interactions, you must have Administrator privileges.
In this release, Engagement Cloud enhances the Live Window functionality to provide greater flexibility for integration with third party telephony vendors. New to the Live Window is the addition of the Companion Tab that provides additional screen real estate to third party telephony vendors, allowing them to embed value-add functionality as part of their telephony controls.
Third party telephony vendors can use the Companion Tab within the Live Window to display additional features such as administrator dashboards or telephony reports which provide additional value and flexibility to users in the engagement center.
Live Window Companion Tab with Sample Content
Steps to Enable
In order to enable the Companion Panel, please ensure that you first have the Live Window configured and active.
To enable the Companion Panel within Live Window, perform the following steps:
- Navigate to Setup and Maintenance
- Select the Service offering
- Select Communication Channels from the list of Functional Areas
- Filter to see All Tasks
- Select the Manage Media Toolbar Configuration task
- Next to Companion Panel - select Yes
- Enter in the desired tab label for the Companion Panel
- Enter the URL for the Companion Panel, provided by your third party telephony vendor
Key Resources
For more information see the chapter Configuring Computer Telephony Integration (CTI) in the Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2100625
Role Information
To perform this setup and configuration, you must have Administrator privileges.
Additional Network Support for Social Monitoring
The social customer service channel supports monitoring of social posts on popular social networks, capturing service-related posts as service requests, and routing these to available agents for resolution. A prebuilt integration to Oracle Social Cloud Listen using Oracle Integration Cloud Service (ICS) powers the social monitoring channel. Social listening capabilities from Oracle Social Cloud enable the service organization to proactively monitor the world's most popular social networks along with thousands of other public sources.
The social monitoring process allows service agents to view full conversations in Oracle Engagement Cloud and respond to social media posts directly from Oracle Engagement Cloud.
In previous releases, only Twitter and Facebook were supported as social networks for social customer service where an agent could respond back on the social channel. With this update, the solution has added support for Instagram, WeChat, and Sina Weibo.
Not all social networks work the same way. Below are some points that you should consider when providing service over a specific social network:
Social Network Integration Feature Matrix
Steps to Enable
No steps are required to enable this feature.
Key Resources
Refer to chapter Setting Up Communication Channels in the Implementing Service in Engagement Cloud guide for instructions on implementing the Oracle Social Cloud integration.
Chat Wrap Up and Transcript Recording
The enhanced agent workflow for Chat now includes the option to display a wrap up dialog at the conclusion of the interaction to capture the disposition details for the chat. Additionally, the workflow captures the full chat transcript between the agent and consumer and associates it with the interaction wrap-up record. The details of the chat transcript can be viewed at any future time as part of the Interaction History tab within the Account, Contact and Service Request record by drilling into the associated wrap-up available on the chat interaction.
Chat Transcript
Steps to Enable
To enable transcript, wrap-up functionality must be enabled.
The following steps are necessary:
- As an Administrator, go into Setup and Maintenance
- Select the Service offering
- Select Communication Channels under Functional Areas
- Select All Tasks
- Select Configure Call Flow Parameters
- Select Wrap-up and set to YES
Enable Wrap-Up
Tips And Considerations
After the chat exchange is completed, click on close live window and enter the details and complete wrap up. The associated interaction will include wrap-up details and the transcript.
Analytics Subtab on the Service Request Detail Page
The page layout for Service Requests now supports the ability to embed reports from the BI catalog within an Analytics subtab on the Service Request(SR) detail page. The tab can be configured to display a contextual report related to the specific service request by passing the service request ID to the report. The Analytics sub-tab is not displayed by default and must added to the page layout by the administrator.
Steps to Enable
To enable the Analytics sub tab on the Service Request (SR) detail page
- Login as Administrator
- Set up a sandbox
- From the Home page go to Navigator > Application Composer.
- Select 'CRM Cloud' from the Application drop-down list.
- Click on 'Service Request' under 'Standard Objects'.
- Under the Service Request node select Pages.
- Under the section for Detail Page Layouts, copy the standard layout or select an existing layout where the Analytics tab is added.
- In the area with the vertical sub-tabs, click the Reorder icon. A screen appears which has up to three analytics tabs that can be added. This figure shows the Configure tab option for the edit object page.
- Click OK.
- Click Done. The Analytics tab now shows on the Edit Service Request page.
To add an analysis to the Analytics sub tab area you have just enabled
- On any SR detail page, click on the Analytics sub tab. You enabled this tab in the previous step.
- Select Add Content and navigate to the analysis you want to show on the SR page.
- Next to the analysis select Add. The analysis is now available to view from the Edit SR page.
When an analysis is added to the object page, it should show the data specific to that user's transaction record. This specific data shows because of the filter prompt in the analytic that passes parameters from the transaction record to the analytic. A parameter button is visible in the analytic when a filter prompt is added.
Tips And Considerations
- Make sure that the report(s) embedded under the Analytics sub-tab is accessible by the users in BI.
- To make the displayed report data contextual to the selected SR, the report should be constructed such that the Service Request ID column is a part of it (although hidden) and the same ID column should be a prompted filter.
Key Resources
For more information see the Analytics chapter in the Implementing Service in Engagement Cloud guide.
Knowledge Article Usage Analysis in Service Requests
Knowledge Article Usage Analysis allows you to measure the extent of usage of knowledge articles when resolving service issues. Agents are always encouraged to share relevant articles with customers to provide helpful information, thereby reducing both the number and duration of live interactions. This contributes to faster SR resolution, thereby improving overall operational efficiency and contributing to customer satisfaction.
These enhancements to existing analytics content make it possible for managers to track the extent to which agents leverage knowledge articles by linking them to SRs. The available insight helps teams align better with organizational objectives and achieve target performance in article link rates such as SR % with article links and issue resolution rates. Related key performance indicators such as average interactions to resolve an SR and average SR resolution times can be tracked in association with the article linkage metrics to identify opportunity for further improvements.
The following metrics are now available out of the box. They enable you to build custom reports to perform article usage analysis. All the relevant "dimensions" or contexts for analysis such as agent/manager name, SR open and resolution dates/time periods, service request attributes such as service category, criticality, etc. are available as well.
- # of SRs with Linked Articles
- % SRs with Linked Articles
- Average Time to Resolve (Days) of SRs linked to issue resolving articles
- Average Time to Resolve (Days) of SRs linked to non-resolving articles
- Average Time to Resolve (Days) of SRs not linked to articles
Steps to Enable
The new prebuilt metrics are available under the 'CRM - CRM Service Request Summary' subject area. No specific steps are needed to enable. However in order for metrics to show data a scheduled process (ESS job) 'Aggregate Service Requests' should be run. Steps to run this job are available in documentation.
Key Resources
Refer to the following documents:
- The Understanding Service Analytics chapter in the Implementing Service in Engagement Cloud guide.
- Oracle Sales Cloud Creating and Administering Analytics Guide
Action Plan Analytics enable customer service managers to obtain a complete picture of action plan enforcement of company policies and procedures. Action plan information captures compliance against a pre-defined set of actions, and analytics highlight metrics around open and closed action plans, delayed actions and aging of action plans. Real-time reporting provides both summary metrics and pre-built reports.
A new subject area, Service - CRM Service Request Action Plan Actions Real Time, is introduced to support the analysis to answer business questions such as:
- Are there action plans tracking late to an overall target completion date?
- What is the delay in estimated completion dates?
- What is the breakdown of open action plans by category?
- How many action plans are open and how long have they been open?
The pre-built sample reports in this area include:
- Action Plan Estimated Completion Date Delay
- Active Action Plan Summary
Steps to Enable
There are no steps to enable the Subject Area.
Key Resources
For more information, see the Analytics chapter in the Implementing Service in Engagement Cloud guide.
Role Information
- Customer Service Manager
- Customer Service Representative
Field Service Work Order Management Page
Within Service Request Management, agents often need to dispatch field service technicians to resolve customer issues. With field service integration, agents have the ability to create work orders from within a service request to schedule a field service technician in Oracle Field Service Cloud. In previous releases, to manage the work order and verify the work has been completed so that the service request can be resolved, agents needed to retrieve the service request, select the work order tab and open the work order to view updates from Oracle Field Service Cloud. With the new Work Order Management page, agents can now quickly manage all the work orders across their assigned SRs from one page and perform the following actions:
- Update
- Reschedule
- Cancel
Once the work order has been completed, the agent can drill into the SR from the work order to update and resolve. The Work Order Management page is designed to streamline the process of monitoring and managing work orders to increase the efficiency of service agents.
Steps to Enable
The Work Order Management Page must be enabled under the Service Offering in Setup and Maintenance. When enabled, users can access through Navigator.
- Navigate to Setup and Maintenance and select the Service offering.
- Click Change Feature Opt In.
- For Work Order, click the Features pencil icon and enable the Service Work Order.
Tips And Considerations
In order to create integrated field service work orders, subscriptions to the following Oracle services are required:
- Oracle Engagement Cloud
- Oracle Field Service Cloud
- Oracle Integration Cloud Service (ICS)
The Integration Cloud Service pre-built flows can be downloaded from Oracle Cloud Marketplace, https://cloud.oracle.com by searching for Oracle Engagement Cloud to Oracle Field Service Cloud Integration Flow.
Key Resources
For details about configuring field service work order management, see the Integrating Oracle Engagement Cloud with Oracle Field Service Cloud guide. http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAEFS2409206
Field Service Work Order Analytics
Work Order analytics enables customer service managers to understand the impact of work orders on the quality of service delivery versus organizational commitments. It also allows for more proactive action to understand the forecasted impact based on scheduled work, so that actions can be taken in advance to reduce non-compliancy. Once a work order is scheduled, pre-built metrics use the estimated start time and estimated work duration and compare this to the resolution due in order to report on work orders that are forecasted to be out of compliance based on the resolution due milestone.
The new subject area introduced to support the analysis is:
- CRM - CRM Work Orders Real Time
This subject area and the pre-built metrics help in answering the following business questions:
- For an agent's open work orders, how many are non compliant, expected non compliant and expected compliant?
- For an agent's completed work order, how many were compliant and non compliant?
- For a manager reviewing the team's open work orders, how many are non compliant, expected non compliant and expected compliant?
- For an manager' reviewing the team's completed work orders, how many were compliant and non compliant?
Steps to Enable
No steps are required to enable this feature.
Key Resources
For details about field service work order management, see
- Integrating Oracle Engagement Cloud with Oracle Field Service Cloud guide. http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAEFS2409206
- Understanding Service Analytics chapter in the Implementing Service in Engagement Cloud guide http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2947774
Digital Customer Service now supports the following additional languages: Arabic, Hebrew and Slovak. You can select the desired language from the language menu.
Support for Arabic, Hebrew and Slovak
Steps to Enable
No steps are required to enable this feature.
Audit Registration Request Status Changes
Customer Self-Service Administrators and Customer Self-Service Account Administrators can now view more information about self-service user registration requests, including the user account that granted or rejected the request, and time stamps.
If you are an administrator, you will see the following screen in Engagement Cloud.
New Approver and Status Change Date Columns
If you are an account administrator, you will see the following screen in your Digital Customer Service application.
New Approver and Status Change Date Fields
Steps to Enable
In the Self-Service Registrations page in Engagement Cloud, by default the new Approver and Status Change Date columns are hidden. To display these two columns, follow these steps:
- Select View
- Select Columns
- Select the checkboxes next to Approver and Status Change Date
Role Information
You must have the Customer Self-Service Administration role to access the Self-Service Registrations page in Oracle Engagement Cloud. You must have the Customer Self-Service Account Administrator role to access Registration Requests in your Digital Customer Service application.
The product picker is now even easier to setup. The following enhancements are included in this release:
- Ability to select available products from a list
- Ability to drag-and-drop product images for the property inspector at design time
Steps to Enable
- Open your Digital Customer Service application in the Visual Builder Cloud Service designer.
- Add the Product Picker component to a page in your application.
- Select the Product Picker. The Product Picker property inspector is displayed.
- In the property inspector, click Data.
Product Picker Data Inspector
- Click the Setup Products button.
Setup Products
- On the Setup products dialog box, specify a product by typing in the Select Products text box, or by selecting from the tree.
- To associate an image with the product, click the "Upload an image" link, or drag an image into the box.
Setup Products - Product and Image Selected
- Using the bars next to each product name, drag the products into the desired order.
- If needed, click the X next to a product to remove that product.
- Once you have finished adding your products and images, close the Setup Products dialog box. The products and images you added will now appear in the product picker.
Products and Images Display in Product Picker
Products and Categories Associated with Knowledge Articles
When an Oracle Engagement Cloud knowledge article is associated with products or categories, these products and categories are now displayed when viewing the knowledge article in Digital Customer Service. Revealing the associated products and categories can help users determine if the article they are viewing applies to the products or categories in which they are interested.
Products and Categories Associated with Knowledge Article
Steps to Enable
- Open your Digital Customer Service application in the Visual Builder Cloud Service designer.
- Navigate to the Knowledge Answer page.
- From the component palette, drop a Text Field or a Text Area onto the page.
- Change the Label field to "Products".
- In the Business Object Field, select Existing.
- In the Field ID field, select contentProducts.
- Save your change.
Add Products Field to Knowledge Answers Page
Repeat these steps to add a Categories field.
Add Categories Field to Knowledge Answers Page
When the product selector is set up to show both products and product groups, the type-ahead filter now supports filtering by product groups as well as products.
You can also choose whether to use the product selector as a dropdown or as a dialog. On mobile devices, the product selector will always be a dialog.
Product Selector Allows Filtering by Products or Groups
Steps to Enable
In Oracle Visual Builder Cloud Service property inspector for the Product Selector, you can set the Selectable property to Both to allow selection of both products and product groups. Use the Display Mode property to select whether the Product Selector should open inline as a dropdown or as a dialog.
Product Selector Property Inspector
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 |
|---|---|---|
| 02 NOV 2018 | Custom Business Object Public Unique ID Field | Updated document. Feature delivered in update 18A. |
| 11 MAY 2018 | Using New Triggers | Updated document. Feature delivered in update 18A. |
| 20 APR 2018 | Post-Update Tasks > Enable New Sales Offering | Updated document. Revised feature information. |
| 20 APR 2018 | Update Tasks | Updated document. Added section. |
| 07 MAR 2018 | Post-Update Tasks > Enable New Sales Offering | Updated document. Added section. |
| 07 MAR 2018 | Post-Update Tasks > Update Application URLs | Updated document. Added section. |
| 12 FEB 2018 | Service Bell Notifications | Updated document. Revised feature information. |
| 12 FEB 2018 | Post-Update Tasks | Updated document. Added section. |
| 12 FEB 2018 | Ability to Schedule Custom Business Logic for Long-Running Processes | Updated document. Revised feature information |
| 12 FEB 2018 | Commit Transactions and Navigate to Create or Edit Pages Using Custom Actions | Updated document. Revised feature information. |
| 12 FEB 2018 | Partner Association within Activities | Updated document. Revised feature information. |
| 19 JAN 2018 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
Customers Upgrading from Release 12
If you're upgrading from Release 12 to Release 13, then you should review all of the release readiness content for Release 13 (updates 17B - 17D, as well as, updates 18A - 18B) to learn about all of the features available in release 13.
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This section gives you information to help you plan, deploy, and validate your update. We make frequent additions to this document, so don’t forget to check back and get the latest information before your update starts.
Use the following resource to prepare for, deploy, and validate your Oracle Sales Cloud upgrade to Release 13:
- Read the Oracle Sales and Engagement Cloud: Performing Your Release 13 Upgrade (Doc ID 2253572.1) on My Oracle Support to learn how to prepare for, validate, and deploy Release 13.
- If you have not yet done so, review the introduction guide to upgrades: Release Upgrade Planning (Doc ID 2016981.1) on My Oracle Support
- Review the latest Known Issues and Update Documents for this release (Doc ID 1603154.1) on My Oracle Support.
Following are the tasks you must always do for every upgrade and update:
- Publish or delete all unpublished sandboxes before upgrade. If you do not do this, you will have outdated sandboxes that, if published, may corrupt your metadata. See the Sandbox Manager topic in the Extending Sales guide for more information.
- Move all your customized reports to a “safe” folder:
- “My Folders” if you are not sharing the report
- “Custom” folder under “Shared Folders” if you want the report to be available to others and (optionally) archive your custom reports. See Archiving Custom Reports Before An Upgrade (Doc ID 1581294.1) for more information.
- Suspend any scheduled Enterprise Scheduler Service (ESS) jobs for the upgrade period. Scheduled processes must not be running in your environment during the upgrade. See the Scheduled Processes topic in the Implementing Sales guide for more information.
Integration of LinkedIn Sales Navigator with Leads
View relevant information from the LinkedIn Sales Navigator directly within your Lead summary page. With the LinkedIn Sales Navigator integration, you can benefit from the following:
- Seamlessly access a lead's LinkedIn social profile to gain additional insights and social intelligence.
- Increase your leads database by accessing additional leads with similar social profiling.
- Improve relationships and communication through icebreakers, introductions, and mutual connections.
This integration requires team or enterprise licenses for LinkedIn Sales Navigator.
LinkedIn Sales Navigator in Leads Page
Steps to Enable
- Activate a sandbox.
- Navigate to Application Composer and select CRM Cloud as the application.
- Expand Standard Objects.
- Select Sales Lead and then Pages.
- In the Details Page Layout region, duplicate and edit the layout template.
- Go to the Summary subtab.
- Enable the widget by setting the LinkedIn Sales Navigator UI region to Show.
- Click Done.
Dynamic Layout for Opportunity Product Information
View and edit opportunity products and revenue in a form layout. Dynamic product forms enable you to do the following:
- See pertinent product information without scrolling.
- See a set of fields based on the defined product.
Dynamic Form Layout for Opportunity Products
Steps to Enable
- Activate a sandbox.
- Navigate to Application Composer and select CRM Cloud as the application.
- Expand Standard Objects.
- Select Opportunity and then Pages.
- In the Details Page Layout region, duplicate and edit the layout template.
- Enable the Dynamic layout form for revenue from within the Edit Revenue Table region.
- Once enabled, customize revenue forms from the Pages node within the Opportunity Revenue child object.
- Click OK and then click Done.
Ability to Disable Opportunity Cascading Logic
Update your opportunity summary information without automatically updating product line values. By default, core opportunity attribute values cascade to the existing product lines. When disabled, updates to the opportunity header attributes will not propagate to the product lines.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
The site-level profile option Opportunity Synchronization Cascade Enabled provides the ability to turn off the cascading logic. The profile is delivered as enabled.
Determine which product lines to include when calculating an open opportunity's revenue. By default, open opportunity revenue is the rolled-up amount of all open product lines for that opportunity. You can now configure the application to include both open and won product lines in that calculation.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
The lookup type ORA_MOO_OPEN_ROLLUP_MAPPING provides the ability for an administrator to define which categories are included when calculating the open opportunity revenue amount. The default is Open.
Ability to Manage Competitors in Opportunities
Manage opportunity competitors using the extensible Competitors subtab that you add to the opportunities details page.
Manage Competitors Subtab
Steps to Enable
The Competitors subtab is delivered as hidden.
To enable the subtab:
- Activate a sandbox.
- Go to Application Composer and select CRM Cloud as the application.
- Expand Standard Objects.
- Click Opportunity, and then click Pages.
- In the Details Page Layouts region, duplicate and edit the standard layout.
- Click the Hide, Show, or Reorder Subtabs icon to go to the Configure Subtabs page.
- Move Competitors from the Available Subtabs region to the Selected Subtabs region.
- Click Ok.
- Click Done on the Details Layout page.
Create new business plan classes. For example, you can create a business plan class for sales representatives to use in addition to the supplied classes, such as account and partner plans. Use the Manage Business Plan Classes task to:
- Create new business plan classes.
- Set a default class by changing the display sequence.
- Disable supplied business plan classes that are not needed.
Manage Business Plan Classes Page
Steps to Enable
- Go to the Manage Business Plan Classes task page in Setup and Maintenance.
- Create, delete, or disable the business plan classes as applicable.
To set a specific business plan class as the default, make sure that its Display Sequence value is the lowest among all enabled business plan classes.
Full Set of Account Attributes for Lead Generation Using Sales Predictor
Use all the available account-related standard and custom attributes to generate leads using Sales Predictor. This capability scales current capability to enable you to use any attribute to target a potential lead based on a variety of standard and custom attributes.
Create Predictor Lead Generation Process Page
Steps to Enable
- Sign in to the application as a sales analyst.
- Navigate to Sales > Recommendations.
- On the Overview page, click Tasks and then click Generate Leads.
- Click Create Leads from the Actions Menu.
- Click Add Fields in the Customer Criteria section. Multiple fields can be added with filter conditions for each selected fields.
- Click Continue.
- Click Submit on the Create Predictor Lead Generation Process page.
The Reports and Analytics page in Oracle Sales Cloud has been updated to use a simplified, more user-friendly UI, where users can view and create reports using a step-by-step approach.
Users can browse the catalog from the Sales Cloud UI and view any report from the Catalog.
Reports and Analytics Page
Steps to Enable
No steps are required to enable this feature.
Analytics Side Tabs and Subtabs for Custom Object Pages
Embed business intelligence (BI) content in a custom object by exposing Analytics side tabs (in the custom object's landing page) and Analytics subtabs (in the custom object's details page).
As part of this enhancement, BI content can be embedded for custom objects in a way that's similar to standard objects, such as Accounts and Opportunities.
Analytics Tab
Steps to Enable
To enable Analytics side tabs in a custom object's landing page:
- Activate a sandbox.
- From the Navigator, click Structure.
- Select the applicable custom object to go to the Custom Object page.
- Go to the Tabs subtab. Three Analytics rows correspond to the three Analytics side tabs.
- Click Yes corresponding to the row you want to enable.
To enable Analytics subtabs in a custom object's details page:
- Activate a sandbox.
- From the Navigator, click Application Composer.
- Expand the custom object and click Pages.
- In the Details Page Layouts region, duplicate and edit the default layout.
- Select the new layout and click the Hide, Show, or Reorder Subtabs icon.
- Move Analytics subtabs from the Available Subtabs region to the Selected Subtabs region. A maximum of three subtabs are available.
- Click OK and then click Done.
Use the Program Enrollment subject area to create reports on enrollments and all relevant attributes, including custom attributes. Create a custom subject area with Program Enrollment as the primary object and select child or related objects appropriately, based on the relationships defined.
Program Enrollment Subject Area
The Program Enrollment subject area shows information about the following:
- Enrollments created in a given time period.
- Partners enrolled into a particular program and when they were enrolled.
- Enrollments that would expire in a given time period.
- Number of enrollments that were created for a particular program.
- Top programs with the highest number of enrollments.
- Enrollments submitted in a given time period.
Steps to Enable
No steps are required to enable this feature.
Use the Partner Assessments subject area to:
- Create reports to evaluate partners using their assessment scores.
- Compare assessments submitted across different partners.
- See the quarter-on-quarter (QoQ) score variance for a partner's assessment, such as "Partner Performance".
Partner Assessment Subject Area
The following figure shows a sample report comparing the assessment responses for various partners.
Partner Assessment Sample Report
Steps to Enable
No steps are required to enable this feature.
Partner Relationship Management
Evaluate partners at different stages of the partner life cycle using the Assessments tab in the Partners work area. For example, you can use the partner assessment feature to evaluate a prospective partner during the recruitment process.
Assessment Showing Active Systems
Steps to Enable
- Activate a sandbox.
- From the Navigator, click Application Composer.
- Select CRM Cloud as the application.
- Expand Standard Objects.
- Click Partner and then Pages.
- In the Details Page Layouts region, duplicate and edit the standard layout.
- Click the Hide, Show, or Reorder Subtabs icon to go to the Configure Subtabs page.
- Move the Assessments subtab from the Available Subtabs region to the Selected Subtabs region.
- Click OK.
- Click Done.
Partner Association within Activities
Tracking your partner activities gives you deeper insights into your business. In addition to accounts, you can define partners within activities. This functionality enables you to create reports for both partner and account activities.
Partner Association Within a Task
Steps to Enable
The partner field is not exposed by default on the activities pages.
To enable the Partner fields on activities pages, perform the following steps:
- Activate a sandbox.
- From the Navigator, click Application Composer.
- Select CRM Cloud as the application.
- Expand Standard Objects.
- Expand Activity and click Pages.
- Duplicate and edit those layouts where you want to add the Partner field.
- On the appropriate layout, move Partner from the Available region to the Selected region.
- Save the layout.
Direct Access to Partner Contacts using RESTful Services
Access partner contacts directly using RESTful services. For example, you can quickly search for a partner contact using just the partner contact's email ID.
Steps to Enable
No steps are required to enable this feature.
RESTful Services to Resolve Duplicates
View reports on duplicate resolution for accounts and contacts using RESTful services. If the duplicate resolution process merged records, then the merge details are sent to the subscribing applications.
Steps to Enable
No steps are required to enable this feature.
RESTful Services to Fetch Address Formats Based on Countries
Configure formatting requirements based on business-specific settings on the Manage Address Format Configuration page in the Setup and Maintenance work area. Develop a user interface using REST APIs that allows entry of only valid addresses for countries based on customer address format configurations and existing geography data.
Steps to Enable
No steps are required to enable this feature.
RESTful Services to Synchronize Accounts and Contacts with Import Definitions
Enable common object definition and standard mapping among RESTful service and import interfaces to simplify integration. Use the following to simplify integration:
- Address elements at header level added for the Account and Contact REST object.
- CurrencyCode attribute.
Steps to Enable
No steps are required to enable this feature.
Forecast Sort in Chronological Order
Sort completed forecast items by Due Date chronologically, with the latest record being the first on the list.
Steps to Enable
No steps are required to enable this feature.
Top-Level Territory Creation Using Simple Territory UI
Create the top-level territory, also called the Global territory, using the simple Territories UI. You no longer need to go to the More Details page to create a territory proposal in order to create the top-level territory.
Steps to Enable
No steps are required to enable this feature.
Search Customer Inclusions and Exclusions
Manage large volumes of named accounts through the new search capability available in the included and excluded customer lists.
Customer Inclusions Page
Steps to Enable
No steps are required to enable this feature.
Credit Category for Estimated Compensation Deals
Enter a credit category when creating or updating estimated compensation deals. If you provide a credit category, then the estimator skips the classification process and uses the specified credit category to match the deal with the correct compensation plan and plan components.
Steps to Enable
No steps are required to enable this feature.
Multiple Versions of Plan Document in Sales Compensation Work Area
View compensation plan documents that are either pending your acceptance or were previously accepted or rejected by you. The compensation plan documents are displayed in the descending order of published date and you can toggle between each document.
Participant Compensation Plan Pending Acceptance
Accepted Participant Compensation Plan
Steps to Enable
- Sign in to the application as an administrator.
- Go to the Setup and Maintenance work area.
- Select the Incentive Compensation offering and then the Incentive Compensation Configuration functional area.
- Go to the Manage Parameters task page.
- Enable the approval workflow by selecting Yes for the field Enable Plan Approval and Acceptance Workflow. This field is available in the Plan Approval Parameters section.
- Click Save and Close.
Transaction Attribute Consistency Across Incentive Compensation Subject Areas
Transaction attributes across all Incentive Compensation transactional subject areas are consistent, including descriptive flexfields. This consistency eliminates the need to make cross-subject area joins to create reports on transaction attributes and flexfields, thereby increasing performance and usability.
Steps to Enable
No steps are required to enable this feature.
Use the following capabilities to manage contracts on the Contracts landing page:
- Manage lists.
- Create and edit personalized lists.
- Use the advanced side filter to include multiple attributes in the search criteria.
- Select and manage columns displayed in the work area lists.
- Export lists to Microsoft Excel.
Contracts Landing Page
Steps to Enable
- Sign in to the application as an administrator.
- Go to the Setup and Maintenance work area.
- Select the Sales offering and then the Sales Foundation functional area.
- Go to the Manage Administrator Profile Values task page.
- Search for the profile option with the code OKC_ENABLE_CLASSIC_LANDING_PAGE.
- Set the profile value to No.
- Click Save and Close.
Tips And Considerations
The application does not automatically show the custom saved searches on the advanced search page or the simplified landing page. You must must create the custom saved searches again.
Additional Dimensions for Enterprise Contracts Reports
Use the following dimensions in the Enterprise Contracts subject area to create your own reports:
- Contract Risk
- User Status
- User Status History
- Assignee
- Related Contract
- Contract Deviation
Steps to Enable
No steps are required to enable this feature.
Additional Web Services Operations for Repository Contracts
Capture signed details and activate repository contracts through web services using new operations.
Steps to Enable
No steps are required to enable this feature.
Service Contract Billing Templates
Simplify the process of creating a service contract by performing the following tasks:
- Create standard templates with pricing and billing attributes including invoicing rule, billing frequency, billing date, and partial period type. When you create a service contract, the attribute values in the template are automatically populated on the contract.
- Define flexible contract rules to apply billing templates to contracts during contract creation. You can also specify invoice text for coverage and subscription lines at a granular level.
Create Billing Templates
Edit Billing Template
Specify Billing Template
Billing Template on Contract
Steps to Enable
No steps are required to enable this feature.
Manual Price Adjustments for Coverage Lines
Specify manual price adjustments for coverage lines during the contract authoring and negotiation process.
Add Adjustments
Steps to Enable
You can apply manual price adjustments for a charge on a coverage line only if the price list allows manual pricing adjustment on the charge of the coverage line.
You can allow manual pricing adjustment on a charge by navigating to the pricing definition of the coverage line in Fusion OM Cloud Pricing, and setting the “Allow manual adjustment” check box for the charge on the coverage line.
Import Pricing and Billing Information for Service Contracts
Import the following information when importing service contracts:
- Pricing information for subscription and coverage lines.
- Manual pricing adjustments for subscription and coverage lines.
- Itemized billing schedule attributes for subscription and coverage lines.
- Usage billing attributes for subscription lines.
- Additional billing attributes including transaction type and billing date.
Steps to Enable
No steps are required to enable this feature.
Communicating and Quoting for Service Contracts
Send notifications automatically when certain contract events occur. Integration with BI Publisher makes it easy for contracts to generate renewal quotations and other customer communications accurately.
Event Notification Page
Steps to Enable
To configure renewal quotations and other customer communications:
- Define Event Notification Rules and Template Sets
- Set the ESS Job to send Time based customer notifications including transactional reminders
- Set the ESS Job to send consolidated reminders
- Compose renewal notification emails using the rich text editor
Installed Base Integration for Asset Transactions
Support provided for asset transactions such as split, replacement and upgrade using PL/SQL APIs.
Reprocess Installed Base Updates
Steps to Enable
No steps are required to enable this feature.
There are three new fields available in the Chat component's Chat Initiation Dialog: Product, Category and Service Request. These new fields are used to find the best available agent for the chat.
In the property inspector for the Chat component, the designer can choose whether each of these fields is visible or not. The designer can also specify if each field is mandatory or not.
The Product field can be configured to allow selection of products only, product groups only, or both. Contact ID and Account ID are also automatically passed for authenticated users.
New Chat Fields: Product, Category and Service Request
Steps to Enable
In the property inspector for the chat component, you can determine if each new field is Enabled (displayed in the Chat) or not and whether each field is Required (mandatory) or not. You can also change the label of each field.
The default values for the new chat fields in the reference implementation are as follows:
Product: Enabled = True, Required = False
Category: Enabled = True, Required = False
Service Request Number: Enabled = False, Required = False
Chat Property Inspector
Key Resources
For details about how to configure Digital Customer Service, reference the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faids/toc.htm.
Business Unit Support in an Application
Business units are a way to partition Engagement Cloud to support multiple company divisions on a single instance. Digital Customer Service now provides support for one business unit per application. Implementers will need to create a separate application for each business unit they wish to support.
The following data can be partitioned:
- Service requests
- Channels and the channel type lookup
- Categories
- Products and product groups
Steps to Enable
Create your business unit in Oracle Engagement Cloud.
After creating your business unit, you then configure the business unit identifier in the config.json file for your Digital Customer Service application.
- With you application in design mode, navigate to Application Settings > Resource Browser.
- In the Resource Browser, drill down until you find the config.json file.
- Change the value of "businessUnitID" to the appropriate value.
config.json File
Key Resources
For details about how to configure Digital Customer Service, reference the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faids/toc.htm.
Selection of Product Groups in Service Requests
The Service administrator can now choose whether the product selector allows selection of products only, product groups only, or both. This gives the service organization more flexibility in determining what level of the product hierarchy they want customers to be able to select when creating service requests.
Steps to Enable
In the property inspector for the product selector, you can determine if the product selector allows selection of only products, only product groups or both products and product groups. The default value is Both.
Service Request Product Selector Property Inspector
Key Resources
For details about how to configure Digital Customer Service, reference the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faids/toc.htm.
Implementers can now import user accounts from another self-service system to Digital Customer Service. The users accounts are created and assigned appropriate job roles by importing data into the Self-Services roles object.
Steps to Enable
The following prerequisites must be performed in Engagement Cloud prior to importing self-service user roles:
-
Import Accounts (or create new accounts)
-
Import Contacts (or create new contacts)
Steps to import self-service user roles:
Sign in to Oracle Engagement Cloud as administrator or a setup user.
Navigate to the Setup and Maintenance work area.
Click the Tasks icon.
Click the Search link.
Search for the task list “Define File Import”.
Click the task list Define File Import.
You will see three tasks that need to be completed to import self-service user roles :
- Manage File Import Objects (optional)
- Manage File Import Mappings (optional)
- Manage File Import Activities (mandatory)
Key Resources
For details about how to configure Digital Customer Service, reference the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faids/toc.htm.
Multiple Business Units in Service
Business units allow you to segment your transactional data and many of the reference data used in the service process, allowing each service organization flexibility in how service interactions are managed. Business units can represent a variety of organizational models whether you divide service work by product divisions, geographies, brands, or other groups. With multiple business units enabled your organization can do the following:
- Manage the service request process across multiple business units
- Associate each business unit with its own service product catalog
- Create service categories for each business unit
- Associate outbound service email templates for each business unit
- Create email and social channels specific to each business unit
- Prioritize and assign work differently for each business unit by creating business unit-specific queue assignment rules
- Provide global service analytics to executives while providing other individuals with analytics for just their business unit(s)
Steps to Enable
- Navigate to Setup and Maintenance and select the Service offering.
- Click Change Feature Opt In.
- Enable the business unit feature.
- Once enabled, the Functional Area for Business Units will appear within the offering where you can configure the individual tasks.
Tips And Considerations
Within Setup and Maintenance, remember that you need to set the scope to the appropriate business unit before configuring the setup tasks.
Key Resources
Refer to the 'Sales Resources and Multiple Business Units' chapter in the Implementing Sales guide for details on how to map multiple business units (BUs) to your resource organization(s).
This release enhances the notifications framework by simplifying the process to raise notifications to the Bell notifications tray.
For many releases, the employee web application has provided a Bell notification tray in the top navigation bar to display alerts for the user. Engagement Cloud has now enabled this framework to display notifications for the Service Request object. The Service application can now present a notification to the employee when a specific trigger condition occurs relating to a service request so that immediate action can be taken in response to a customer inquiry.
Notifications can be defined within Application Composer with your unique conditional logic to decide when to raise each notification. For example, you can define alerts for upcoming SLA milestones, reassignments or escalations. Clicking the notification and navigating to the record details marks the notification as read and is cleared from the notification list.
Steps to Enable
Notifications can be enabled by an Administrator by turning on the Service Notification feature in Setup and Maintenance. When the Service Notification feature is enabled, Bell notifications are automatically enabled for service requests.
Notification triggers are defined as a Groovy expression in Application Composer containing the conditions that need to be met for each notification. For example, a trigger can be defined to send a notification when a high severity Service Request as been assigned to a user.
To define a Groovy script for a notification trigger:
- Navigate to Setup and Maintenance and select the Service offering.
- In the Functional area section, select Productivity Tools and then Change Feature Selection.
- Select Service Notification to enable notifications for Service.
Notification Feature
Tips And Considerations
When some actions such as a mass import of Service Requests is taking place, there may be a need to temporarily disable notifications. To do this, use the following profile option to disable notifications: SVC_DISABLE_BO_NOTIFICATIONS
Key Resources
For details about how to configure Service notifications, refer to the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/books.html.
Role Information
To configure Notifications Administrator privileges are required.
The SmartText feature enables service agents and supervisors to insert snippets of reusable rich text into service request messages and problem descriptions, dramatically reducing the number of keystrokes required and improving the consistency of written communication. With this release, the user experience for both SmartText authoring and usage within service requests has been enhanced.
The user interface has been enhanced with a new rich text editor that allows users to type-ahead directly inline while authoring a SmartText or composing a service request note.
- Agents can type the ‘#’ symbol from within an SR message or problem description to bring up a list of available SmartText.
- Supervisors can use the ‘@’ symbol when authoring a SmartText to bring up a list of merge field variables.
Figure 1. Type-Ahead Using # and @ Symbols
Additionally, the toolbar for the rich text editor now supports additional HTML formatting including:
- The toolbar in Service Request messages now supports the ‘Image’, and ‘Table’ formats.
- The ‘Table’ format is also available when authoring a SmartText.
Figure 2. Table Support
Steps to Enable
No steps are required to enable this feature.
Key Resources
For details about how to configure Service Request Management, reference the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html.
This release of Oracle Engagement Cloud introduces several usability enhancements to Service Request Management including:
- From the Service Request List, a user now has the ability to open a custom object associated with a Service Request as a top-level dynamic tab within the Service workspace. This productivity enhancement allows users to quickly and easily access associated custom objects and view additional information without leaving the context of their current activity.
- The Product Selector on a Service Request now supports the ability to view multiple recently viewed items. This greatly reduces the amount of time and effort spent when selecting frequently used products.
- Service Request Messages now provide the ability for a user to effortlessly insert a link to a knowledge article. Through the use of automatic deep links, agents can simply enter a knowledge article reference number in the message text and the system will auto-create the URL and create a relationship to the linked article. This simplifies the agent experience and improves data consistency.
Steps to Enable
In order to enable these valuable productivity enhancements, Administrators must do this following:
Opening Custom Object as Top Level Dynamic Tab:
- In App Composer, create the custom object and associate it to the Service Request.
- Under the Service Request object, from fields create a dynamic choice list field (DCL) that points to the name of the custom object thus exposing the custom object on the Service Request.
- Within App Composer, add the new custom DCL to the Service Request list page. Also add this field to the Service Request Details page.
- Any Service Request that has this field populated should now appear on the Service Request list as a link.
- When the user clicks this link from the Service Request list page, the custom object will now open in a top-level dynamic tab.
Product Field Most Recently Used:
- No special setup or configuration is required for this feature
Knowledge Link:
In order to specify the specific key terms that will be used for dynamic link identification, an Administrator will need to use Setup and Maintenance, and perform the following actions:
- Select the Service offering
- Select Productivity Tools
- Show All Tasks
- Select Manage Service Request Dynamic Links
Object Types:
Administrators have the ability to change the format of the dynamic links for Service Request, HR Help Desk Service Request and Knowledge Article Links.
Key Resources
To find additional information on these and many other new features, please reference the following link:
https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html
Role Information
The setup steps described in this section require Administrator privileges.
Enforce company best practice procedures by associating action plans to your customer service requests. Action plans ensure consistency by allowing you to set up Action Plan templates with prescribed sets of steps or actions that must be completed to properly resolve certain types of service requests. Action Plans are then applied to different types of service requests and provide ongoing visibility into the status and ownership of actions within an overall plan. The graphical view displays the overall flow of the action plan, depicts any prerequisite steps, and uses color coding to indicate the status of each step. Estimated completion dates are tracked and delays are highlighted as warnings. Action owners are assigned as the plan progresses and the status of each individual action provides insight into the overall health of the action plan.
Steps to Enable
Within the Service Offering as part of Setup and Maintenance, you need to complete the following mandatory tasks:
- Enable Action Plan setup in Setup and Maintenance; enabling actions plans will display all of the setup tasks under Service as a new functional area.
- Add Actions; in this setup task you will create actions that will be used to create action plan templates.
- Add Action Templates; in this setup task you will combine types of actions into an action plan template and set the prerequisites for each action.
Additional optional setup includes: (see Key Resources for additional setup documentation for these)
- Set up Mapping of Action Plan Status Values; you will define mapping of action attributes to a status value in the action plan.
- Create Action categories; you will define action categories to facilitate action searching.
- Create Template categories; you will define template categories to facilitate action plan template searching.
Key Resources
For details about how to configure Action Plans in Oracle Engagement Cloud, please see the Implementing Service and Using Service guides here: https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html
Role Information
Service Request Administrator
Service Request Power User
Service Request Troubleshooter
Live Window for Voice and Chat
As part of the Omni-channel strategy, this release of Engagement Cloud introduces Live Window. In previous releases, 3rd party telephony vendors could embed their control toolbars into a persistent horizontal region within the Engagement Cloud pages. With the introduction of Live Window, your organization has the option of displaying the embedded horizontal toolbar or you can choose to use the Live Window instead.
Live Window accommodates the controls for both 3rd party telephony vendors and the built-in Oracle chat functionality to be located together on a separate browser window. This additional window simplifies the user experience when working across multiple channels and provides the agent with additional flexibility for handling inbound interactions. By locating all of the omni-channel controls for both telephony and chat on a separate browser window, users have the ability to view their omni-channel controls side by side with their Engagement Cloud application window or move it to a second monitor.
Steps to Enable
The Live Window setup and configuration is located within Setup & Maintenance. To enable this functionality, a user must have Administrator privileges. Before you can setup and configure Live Window, you must first enable either Chat or CTI enabled under the Service offering / Communications Channels feature opt-in. (Please reference the documentation for instructions to enable Chat and CTI).
To enable Live Window - please follow these steps:
- Navigate to Setup and Maintenance
- Select the Service offering
- Select the Communication Channels functional area
- Within Required Tasks - select Manage Media Toolbar Configuration
- Under Toolbar Layout - select Live Window
- Under the Communication Panel URL - enter the URL provided by your 3rd party telephony vendor
Key Resources
For additional information about this feature, please reference the Implementing Service and Using Service documentation at: https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html
Role Information
To perform the setup and configuration for Live Window, you must have Administrator privileges.
Service Monitoring for Connected Assets
Combine Oracle Engagement Cloud with Oracle's Internet of Things (IoT) Cloud Service to deliver proactive service for customers with connected assets. This release introduces an end-to-end solution for proactive service using IoT Cloud Service to electronically monitor connected assets for potential faults and issues. Create rules in Oracle IoT Cloud to identify incidents requiring attention, and automatically synchronize the incident as a service request to Engagement Cloud for follow up by your customer service team. The service request can automatically be assigned to the appropriate agent using existing routing methods,. The agent is then able to review diagnostic data from the device and take remote actions if the device permits, directly from the service request page. When the service request is closed, the corresponding incident in IoT Cloud is also automatically closed.
By extending Oracle Engagement Cloud with IoT, your organization can accelerate resolution of service incidents through early detection of real and potential failures, reduce service disruptions by diagnosing problems before an end user may even be aware of the issue, and improve the customer experience by reducing the need for customers to provide data or take troubleshooting actions themselves.
Steps to Enable
Oracle IOT Cloud integration is delivered as a prebuilt process flow running within Oracle Integration Cloud Service (ICS). The detailed setup steps can be found in the guide Integrating Engagement Cloud with Oracle IoT Cloud: Procedure (GET URL)
Tips And Considerations
This feature does not cover the population and ongoing management of the asset repository. Other steps and processes are required to capture the required asset information in both IOT Cloud and Engagement Cloud.
Subscriptions to the following Oracle services are required for Service Monitoring for Connected Assets integration:
- Oracle IOT Cloud
- Oracle Integration Cloud Service
The Integration Cloud Service pre-built flows can be downloaded from My Oracle Support or from Oracle Marketplace (https://cloud.oracle.com/marketplace) by searching for document id <GET DOCUMENT ID>)
Key Resources
This feature integrates Oracle Engagement Cloud with Oracle IoT Cloud using Oracle Integration Cloud Service to provide the device monitoring capabilities. To implement this feature review the following sections of the documentation:
- Integrating Engagement Cloud with Oracle IoT Cloud: Procedure (https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html)
- Internet of Things Cloud - Service Asset Monitoring documentation (https://docs.oracle.com/en/cloud/saas/index.html)
- Integration Cloud Service documentation (https://docs.oracle.com/en/cloud/paas/integration-cloud/index.html)
Photo and Video Support in Social Service Requests
Service Request messages received from the social channel (forwarded from Oracle Social Cloud) can now include Photos and Videos attachments. The attachment type appears as a URL in the message which the agent can use to drill down to review.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
For attachments on private messages, you will need an Oracle Social Cloud login to see the attachments. This is because the attachment to private messages is stored in Oracle Social Cloud.
Key Resources
Visit https://docs.oracle.com/cloud/latest/srmcs_gs/index.html for more information on Oracle Social Cloud.
Capture Tags for Social Service Requests
Oracle Social Cloud supports labels (tags) on social posts that can indicate a variety of contextual information that are helpful in the service process. In this release, the social monitoring channel now captures the tags into Engagement Cloud when the service request is created. Although tags are not exposed in the service request user interface, you can use Groovy scripts to leverage these tags in your implementation to update fields on the Service Request. For example, you can mark an SR critical if the social post has a tag of 'Customer Churn' or mark the appropriate Service Request Category or Product Group based on a tag, which can then be used for more targeted queue assignment.
Steps to Enable
No steps are required to enable this feature.
Key Resources
Refer to the Setting Up Communication Channels chapter of the Implementing Service guide for a sample Groovy script.
Custom Business Object Public Unique ID Field
A public unique ID (PUID) field named Record Number is available on existing and new custom business objects. A PUID is a user-friendly, alphanumeric ID that is generated by the document sequencing feature, or manually assigned. A specific sequencing pattern can be assigned per object.
You can configure the custom object PUID sequencing patterns using the same setup task you use to define PUID sequence patterns for standard objects. Following the same pattern implemented for standard objects, if you have configured a PUID prefix and radix for an object, then the PUID value is generated with a prefix and radix value. If you have not configured a prefix, then only a radix value is generated. If a custom business object does not have a PUID configuration, the application assigns a value based on the default PUID pattern. The application generates and assigns a PUID value to a custom business object record if that record is created after this feature is available unless you explicitly assign it a value. For custom business objects existing before this feature is available, their PUID fields are not assigned a value automatically.
You can configure the Record Number field as a searchable field using Application Composer. This action enables the field to be available on the search list definitions.
NOTE: PUID values for custom objects must be unique across all custom objects.
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
Custom object PUID naming patterns are configured using the same setup task used for standard objects.
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.
Configuration Options
Steps to Enable
No steps are required to enable this feature.
Ability to Schedule Custom Business Logic for Long-Running Processes
Call an object function at a scheduled time using the Enterprise Scheduler. You can use this function to process a set of records on a daily or weekly basis, asynchronously, where you do not need to see immediate feedback in the UI.
"Callable by External System" Visibility of Object Function
NOTE: You can schedule only those object functions that have the visibility set to “Callable by External Systems”.
Schedule Custom Groovy Object Functions Process
Schedule Custom Groovy Object Functions Process Parameters
You can configure complex custom logic using groovy scripts. The scripts can be used for batch processing a smaller manageable set of records per job by breaking a job into smaller chunks.
Steps to Enable
To create an object function:
- Activate a sandbox.
- Navigate to Application Composer and select CRM Cloud as the application.
- Expand Standard Objects.
- Select Opportunity and then Server Scripts to go to the Server Scripts Opportunity page.
- Go to the Object Functions tab.
- Click Add to create an object function.
- Enter the applicable values. Set visibility to Callable by External Systems.
- Click Validate and then Save and Close.
To schedule the process:
- Go to the Schedule Processes page.
- Click Schedule New Process.
- Search for the Schedule Custom Groovy Object Functions - Developers Preview job.
- Enter applicable information.
- The name of the object that is the REST service name of that object.
- To get object name see REST API for Oracle Sales Cloud R13 on Oracle Help Center.
- The name of the object function you created using Application Composer
- Click Advanced to schedule the process or to run "As soon as possible".
Tips And Considerations
- Only object functions without parameters can be scheduled for invocation.
- Break the work into multiple object functions if required due to limitations; object function execution time is limited to one minute. Also, the maximum fetch size, which controls the number of rows returned, is set to 500 rows by default. This number can be changed using the method setMaxFetchsize().
- A record must exist for the object for which you defined the object function. Create a record before scheduling the process for object function to be invoked. For example, create an Opportunity record before you schedule the process to invoke the UpdateOppty object function. If there is no record, then the scheduler will fail and Scheduled Process page will show an error in the status of the job.
- Values returned by the invoked object function are not reported through the ESS framework.
- Object functions of child objects cannot be scheduled for invocation.
- Functions of the following objects are not supported in this release: Account, Contact, and Partners.
Key Resources
Application Composer: Using Groovy Scripts.
Full-Page Create and Edit with Dynamic Layout for Custom Child Objects
Create and edit opportunity revenue in a full-page UI. You can now configure custom child objects to have full-page form UI for create and edit page layouts based on user, record values, or Groovy expression.
Enable Separate Create and Edit Pages - Default Custom Layout
Steps to Enable
- Activate a sandbox.
- Navigate to Application Composer and select CRM Cloud as the application.
- Expand Custom Objects.
- Expand the applicable custom object and click Pages.
- Duplicate and edit the details page layout.
- Edit the subtab of the child object.
- Select the applicable check box to enable separate Create and Edit pages. The following check boxes are available:
- Enable Separate Create Pages
- Enable Separate Edit Pages
- Click on Save and Close.
- Click Done.
Default Search Configuration on Custom Subtabs
Ability to set the default search filter on custom subtabs.
Default Search Filter on Custom Subtab
Steps to Enable
No steps are required to enable this feature.
Ability to Embed External Web Applications as an iFrame Subtab or a UI Region of Summary Subtab
Customers can embed external web application content as a iFrame in Oracle Sales Cloud custom object pages, either as a subtab, or as an expandable UI region in the summary subtab of the object's details page.
Administrative users define the mashup content under the common setup where the URL format will be parameter-based. Administrators can then embed the mashup content in a details page layout, either as an expandable UI region in summary subtab or as a custom subtab. The parameter values can be mapped to the object's field values. Groovy expression URLs continue to be supported as well.
Steps to Enable
No steps are required to enable this feature.
Ability to Delete Unpublished Summary Box
Delete the unpublished summary box from the sandbox.
Delete Summary Boxes
NOTE: You cannot delete published and standard content
Steps to Enable
No steps are required to enable this feature.
Default Behavior of New Custom Fields as "Not Searchable"
By default, new fields are set to "not searchable". However, you can make the field searchable when creating or updating the field.
Searchable fields are available for selection, as an additional search criterion, from the Add choice list in the Advanced Search mode. You can use the searchable fields in filtering criteria in dynamic choice lists, subtabs, pickers, and relationships and as the default search filter on subtabs.
Steps to Enable
No steps are required to enable this feature.
Applications List in Application Composer
Select an application from a list of available deployed applications in a drop down list in Application Composer supporting ERP and SCM Cloud extensibility. If you have deployed ERP and SCM Cloud and CRM Cloud, then you can use the Application drop-down list to switch between these two families.
Applications List Drop-Down List
Steps to Enable
No steps are required to enable this feature.
Set-Enabled Lookup Fields as Custom Fixed Choice List Field Filters
You can use an out of the box set-enabled lookup field as the parent data filter for a custom fixed choice list field. Using the Value Map, associate set-enabled field values with values that will be shown in the custom fixed choice list field.
Using a Set-Enabled Field As a Parent Filter
Steps to Enable
No steps are required to enable this feature.
Key Resources
For more information on set-enabled lookups refer Oracle Sales Cloud Implementing Sales guide (Setting Up Multiple Business Units > Managing Reference Data).
To ensure the optimal performance of your Groovy scripts, several types of triggers previously available in Release 12 are now obsolete in this release:
- Before modify
- After Insert in Database
- After Update In Database
- After Delete in Database
- After Commit in Database
When creating new triggers, these types are now unavailable. Instead, use the following Release 13 trigger types:
| R12 (Obsolete) |
R13 |
|---|---|
| Before Modify |
Before Invalidate |
| After Insert in Database |
After Changes Posted to the Database |
| After Update in Database |
After Changes Posted to the Database |
| After Commit in Database |
After Changes Posted to the Database |
| After Delete in Database |
After Changes Posted to the Database |
Steps to Enable
No steps are required to enable this feature.
Tips And Considerations
Existing triggers of these deprecated types still work and require no migration. For a complete list of the trigger types that you can select, see "Defining an Object-Level Trigger to Complement Default Processing" in the Oracle Sales Cloud Groovy Scripting Reference Guide.
Create Company Information Page Capabilities
Use the Create Company Information page to do the following:
- Automate the creation of a lightweight enterprise structure.
- Add business user attributes to the initial user.
- Create the role mapping seed data for CRM resource roles.
Create Company Information Page Navigation
Create Company Information Page
Steps to Enable
- Sign in to the application as a setup user.
- Go to the Setup and Maintenance work area and select the Sales offering.
- Select the Company Profile functional area.
- Click Quick Setup (gear icon) to go to the Create Company Information page.
- Enter the following information:
- Company Name
- Country (select from the list of values)
- Address Line 1
- Click Submit.
A scheduled process is submitted and the job details are displayed. You can verify the information created from the Review Company Information page that is displayed once the job is completed.
This feature is intended to support CRM Cloud setups and you must run this task once to facilitate the necessary setups. If you are implementing ERP Cloud or HCM Cloud, then follow those product guides to set up the initial company information.
The following topic describes some tasks that you must perform after updating to Oracle Sales Cloud for Release 13.
ENABLE NEW SALES OFFERING
Release 13 introduces a new version of the Sales offering that eliminates tasks that are not necessary for setting up Oracle Sales cloud. The new version reduces the number of tasks by three quarters (from 942 to 240) and the number of functional areas by half (from 33 to 16).
In R13, the new version of the sales offering is called Sales and the name of the existing version has been changed to Obsolete: Sales. If you had enabled the Sales offering in your environment prior to upgrade, then the Obsolete: Sales offering is enabled after your upgrade and the Sales offering is disabled.
To benefit from the more focused new version of the offering, enable the Sales offering and disable the existing Obsolete: Sales offering.
NOTE: However, there is no impact on the workings of your application if you keep Obsolete: Sales enabled and Sales disabled, or if you enable both.
For information on steps to enable this feature watch the video tutorial Enabling New Offering for Upgrading Customer and also see Streamlined Sales Offering.
MAKE PERSONALLY IDENTIFIABLE MOBILE PHONE INFORMATION VISIBLE TO CUSTOM JOB ROLES
The unmasked Mobile Phone values are shown only to users with non-customized Sales job roles, by default. If you want to expose unmasked data to users with other job roles, including your custom job roles, then you must add the appropriate privileges to those roles. The available privileges are:
- HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA
- HZ_MANAGE_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA
For information on assigning PII privileges, see Oracle Sales Cloud Assigning Personally Identifiable Information Privileges Using Security Console (Doc ID 2224401.1) on My Oracle Support.
UPDATE APPLICATION COMPOSER CUSTOMIZATIONS TO THE LATEST ENHANCED BEHAVIOR
During your upgrade, most existing customizations made in Application Composer are automatically updated to the latest enhanced behavior in the new release. However, there are a few exceptions, which require you to manually initiate the upgrade script for each of those customizations.
See the Steps to Enable section for the steps you must perform to manually upgrade the metadata from an older release to the latest release of Oracle Sales Cloud.
UPDATE APPLICATION URLs
There is a change in the hostname for Oracle Sales Cloud environments. The hostname change must be transparent to users and client applications used for integrating your applications with Oracle Sales Cloud because the earlier hostnames automatically redirect to the new hostname.
For example, if your Oracle Sales Cloud pod is "XXXX", and your client application calls the Contract REST service, the earlier URL used to be: https://XXXX.crm.us2.oraclecloud.com/crmCommonApi/resources/latest/contacts
This URL now is: https://XXXX.fa.us2.oraclecloud.com/crmCommonApi/resources/latest/contacts
Although there is a URL redirect in place, Oracle recommends that you update any URLs that you reference to the revised URL paths, including:
- Bookmarks you may have that point to the Sales Cloud application.
- Client applications used with Sales Cloud web services (see the REST API for Oracle Sales Cloud R13 guide for more information).
Steps to Enable
You must sign in as a user with an administrator role to perform these steps.
IMPORTANT: Do not perform these steps when there are pending changes in an active sandbox. Be sure to save and publish sandboxes with any changes you want to keep before proceeding and delete any sandboxes that you do not intend to publish.
- In Oracle Sales Cloud, open the drop-down menu next to your user name, and select Manage Sandbox.
- Create a new sandbox, and set it as the active sandbox. The current active sandbox displays at the top of the application.
- Go to: Navigator > Application Composer (under Tools).
- From the Application, drop-down list, select the first application whose metadata you want to upgrade, such as Common or Sales.
NOTE: You need to upgrade the existing customization metadata for each application separately.
- From the navigation tree on the left, under Common Setup, click Metadata Manager.
- Click Metadata Upgrade.
- By default, the list displays the "Not Started" upgrade items that you need to manually upgrade. Highlight the first row in the list, and then click the Upgrade button.
- Click OK in the confirmation dialog box. This process may take a couple of minutes. When the upgrade is done, the dialog box will close and the Upgrade Completed column will be checked.
NOTE: Currently, the upgrade item Custom objects and fields are not available for global search does not show a checkmark in the Upgrade Completed column even after the metadata upgrade is complete. You can proceed with the metadata upgrade process without concern.
- Repeat steps 7-8 for each row in the list.
- Repeat steps 4-8 for each application in the Application drop-down list in Application Composer.
- Publish the sandbox.
After the processes have completed, the application is ready to use.
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