Update 21A

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date	Product	Feature	Notes
28 MAY 2021	Intelligent Advisor	Style Interviews Using Redwood Theme	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Generate Reviewable Transcripts for Interviews	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Interview Extension Data Connections	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Develop Decision Services in a Browser	Delivered new feature in Update 21A.
29 JAN 2021	Sales Analytics	Gain Insights on CRM Reporting and Analytics Usage	Revised feature information.
29 JAN 2021	Sales Analytics	View New User Adoption Metrics in Application Usage Insights	Revised feature information.
29 JAN 2021	Sales Analytics	Report on Record Views in User Adoption for the Mobile and Microsoft 365 Channels	Revised feature information.
29 JAN 2021	Accounts, Contacts, and Households	Enable Configuration of Address Region Using Application Composer	Revised feature information.
29 JAN 2021	Simplified Setup	Run Setup Assistant Multiple Times to Add Setup Data to Your Sales Application	Revised feature information.
29 JAN 2021	Territory Management	Export the Territory Hierarchy in Export Management	Revised feature information.
29 JAN 2021	Partner Management	Assign Partners to Leads from Workspace	Revised feature information.
29 JAN 2021	Application Composer	Make Categories Extensible by Using the Application Composer	Revised feature information.
29 JAN 2021	CRM Common Components	Optimize Sales Engagement Through Key Sales Data Insights	Removed feature from Update 21A.
29 JAN 2021	Sales Analytics	Enable Reporting for Sales Product Information Master	Removed feature from Update 21A.
29 JAN 2021	Import and Export Management	Improve Performance of External Data Loader Client	Removed feature from Update 21A.
29 JAN 2021	Security	Expanded Support for Access Groups	Revised feature information.
20 JAN 2021	B2B Service/Service Channels	Send Inline Images Up to a Maximum Size of 10 MB in an Outbound Email	Removed feature from update 21A.
18 DEC 2020			Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in this update.

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Update Tasks

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 resources to prepare for, deploy, and validate your update:

• Read Prepare for your Quarterly Update (Doc ID 2445338.1) on My Oracle Support to learn how to prepare for and validate your quarterly update.

• Publish or delete any in-progress sandboxes. Read the Overview of Sandboxes topic in the Configuring and Extending Applications guide for more information.

• Review the latest Known Issues and Update Documents for this release (Doc ID 1603154.1) on My Oracle Support.

• Review Oracle CX Sales and B2B Service: Removed Features (Doc ID 2530879.1) on My Oracle Support.

• Review the IMPORTANT Actions and Considerations in this document, to see what additional actions you may need to take after your update.

Optional Uptake of New Features (Opt In)

Oracle Cloud Applications delivers new updates every quarter. This means every three months you'll receive new functionality to help you efficiently and effectively manage your business. Some features are delivered Enabled meaning they are immediately available to end users. Other features are delivered Disabled meaning you have to take action to make available. Features delivered Disabled can be activated for end users by stepping through the following instructions using the following privileges:

• Review Applications Offering (ASM_REVIEW_APPLICATIONS_OFFERINGS_PRIV)
• Configure Oracle Fusion Applications Offering (ASM_CONFIGURE_OFFERING_PRIV)

Here’s how you opt in to new features:

1. Click Navigator > My Enterprise > New Features.
2. On the Features Overview page, select your offering to review new features specific to it. Or, you can leave the default selection All Enabled Offerings to review new features for all offerings.
3. On the New Features tab, review the new features and check the opt-in status of the feature in the Enabled column. If a feature has already been enabled, you will see a check mark. Otherwise, you will see an icon to enable the feature.
4. Click the icon in the Enabled column and complete the steps to enable the feature.

For more information and detailed instructions on opting in to new features for your offering, see Offering Configuration.

Opt In Expiration

Occasionally, features delivered Disabled via Opt In may be enabled automatically in a future update. This is known as an Opt In Expiration. If your cloud service has any Opt In Expirations you will see a related tab in this document. Click on that tab to see when the feature was originally delivered Disabled, and when the Opt In will expire, potentially automatically enabling the feature. You can also click here to see features with Opt In Expirations across all Oracle Cloud Applications.

Feature Summary

CX Foundation

CRM Common Components

Mark Favorite Records

Salespeople can now mark favorite records in the Workspace list page or in a record's edit page. Marking record as favorite makes the record much easier to find. Not only can you see the favorites in the Workspace list page, salespeople can also filter by favorite records on the Workspace list page.

Currently, salespeople can mark favorites for:

• Accounts and contacts
• Assets
• Activities
• Campaigns
• Deal registrations
• Leads
• Opportunities
• Partners and partner contacts
• Territories
• Custom objects

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Common Components" chapter in the Implementing Sales guide.

Configure How Long to Keep Recent Items

You can now configure how long recent items stay in salespeople's Recent Items list. The Recent Items list is available under the Favorites and Recent Items icon in the global header for:

• Accounts and contacts
• Opportunities
• Sales leads
• Service requests
• Custom objects

By default, the application deletes all recent items older than 30 days. However, you can use a profile option to configure how long to store the recent items data.

Remember, if recent items aren't deleted periodically, the application stores the data, and storing large amounts of recent items data can impact performance.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You use the profile option, Days to Keep Recent Items (ORA_ZCA_RECENT_ITEMS_PRESERVE_DAYS), to set the pruning duration. Use the Manage Administrator Profile Values task in Setup and Maintenance to access the profile option. The default value is 30 days.

The process Purge Application Metrics runs weekly to automatically purge and optimize the list of recent items. You can also schedule the process manually.

Key Resources

• See the "Common Components" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator

Customer Data Management

Enable Configuration of Address Region Using Application Composer

You can now configure the address region using Application Composer. You can manage the standard and custom fields on both primary and multiple address regions in the account, contact, and household pages.

By configuring the address region in the create and edit flows, you can add more standard fields and custom fields to the address regions.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Configure the pages available on the Address object in Application Composer.

Tips And Considerations

You should now avoid using Page Composer for the address region configuration. The Address region is extensible, so configure the Address object in the Application Composer.

Key Resources

• See the "Accounts and Contacts" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator

Display the Match Rule Name on the Duplicate Identification Page

Display the match rule name that helps identify duplicate records on the Duplicate Identification page. Seeing the match rule name helps you better understand how the defined match rules are applied so that you can find potential duplicate records. The match rule name helps you to identify applicable rules, tune them, and observe the effects of those changes.

Knowing which rules are being applied makes it possible for you to fine tune them. You can fine tune match rules and test the effects of rule changes in the duplicate identification result sets. The display of the match rule name simplifies the validation of the match configuration and lets data stewards easily understand why a duplicate set was formed while reviewing resolution requests.

Steps to Enable

The Match Rule column is hidden by default. To expose the Match Rule column:

1. Navigate to the Duplicate Identification Batch page from the Customer Data Management springboard.
2. Drill down the Duplicate Identification Batch page for a specific record.
3. In the Duplicate Sets table, click the Duplicate ID.
4. On the details screen, select Match Rule from View > Columns menu.
5. Click Done.

The Match Rule name column is now visible in the Duplicate Set details screen.

Tips And Considerations

For the Driving Record in a batch duplicate set, the Match Rule name column is blank because a match rule is not applied to identify a driving record.

Key Resources

• See the information on submitting duplicate requests in the "Identify Duplicates" chapter in the Using Customer Data Management for CX Sales and B2B Service guide.

Role Information

• Sales Administrator
• Master Data Management Application Administrator
• Application Implementation Consultant.

Purge Inactive Sales Accounts

Purge account data from your test and production instances, rather than retaining the information in an inactive state. You can purge these records to adhere to data protection regulations and as part of housekeeping activities. You can purge records based on filter criteria that you specify in the Setup and Maintenance task Manage Party Purge Activities.

Along with the purge of the inactive accounts or contacts, references of these purged records, such as identifier or name, are also cleaned on other consumer flows like opportunities, leads, campaigns, territories, assets, deals, quotes, activities (tasks and appointments), notes, forecasts, business plans, and contracts. For these flows, purged accounts and contacts don't appear on application pages, web service responses, and BI reports.

Steps to Enable

To enable the purge feature and set the minimum age for inactive records, use the Manage Administrator Profile Values task in Setup and Maintenance to verify and set these profile options:

• ORA_HZ_ENABLE_PURGE: Enables the delete of data that's in an inactive state.
• ORA_HZ_PURGE_MIN_AGE: Specifies the minimum number of days after which inactive records are purged.

Tips And Considerations

The scheduled process, Purge Inactive Party Records, purges the inactive data.

Key Resources

• See the "Purge Inactive Party Records" topic in the "Sales and B2B Service Scheduled Processes" chapter in the Understanding Scheduled Processes guide.

Delete Child Records for Inactive or Merged Parent Records

Delete child objects and related entities when the parent record is in an inactive or merged status. When you delete parent record like account, contact, household, hub person or hub organization from UI pages, webservices or file import, all child entities like contact points, relationships, address, source system references and so on are not deleted automatically. Now you can perform delete operation by running batch job manually or schedule it on a regular basis. 

You should be able to inactivate all related child entities for the already inactivated parent party record. This resolves data integrity concerns and prevent export of child records of inactive parent records using Export Management.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To delete the records, run the scheduled process Delete Child Entities of Inactive Party Records.

Here are the supported parameters:

• Date range: Provide the date range to process all party records based on when they were inactivated or merged.
• Party ID: Used to process the specific party record based on the party identifier.
• Party Number: Used to process the specific party record based on the Party Number.

Key Resources

• See the "Sales and B2B Service Scheduled Processes" chapter in the Understanding Scheduled Processes guide.

Role Information

• Sales Administrator
• Master Data Management Application Administrator

Resources

Validate Resource Manager End-Dating or Hierarchy Changes

You can now validate resource manager end-dating or hierarchy changes to avoid orphan hierarchy members. You enable the validation using a profile option. When the profile option is set to validate, all directs and child hierarchy organizations of a manager must be moved before end-dating or moving the manager from the organization.

Validation is supported across the Resource Directory, users and roles (manage users flow), ResourceUsers REST API, and Resource import.

Steps to Enable

Use the profile option ORA_HZ_RES_ENABLE_MGR_END_UNCOND to control the validation behavior.

Key Resources

• See the "Sales Resources" chapter in the Implementing Sales guide.

User Context

Use Favorites in User Context for Additional Objects

You can use favorites in user context for additional objects such as leads, opportunity, and partners. When a user marks a favorite in leads, opportunity, or partners, the information is sent to the user context. This also improves the relevancy score for the favorite record.

Sales users on mobile devices or other sales Visual Basic/JET-based applications can now view and access their favorites across multiple channels like mobile, REST, and the standard web applications.

Steps to Enable

You don't need to do anything to enable this feature.

Workspace and Adaptive Search

Support Favorites in Workspace and Adaptive Search APIs

Salespeople can now mark favorite records so that they can quickly find and edit them. To improve speed even more they can add a filter for favorites in the Workspace UI.

Administrators can use the Adaptive Search REST API to view a list and filter all records marked as favorites.

This feature lets salespeople easily access frequently used records.

Steps to Enable

Enable the Favorites field in Advanced Setup in Configure Adaptive Search on the object for which you want to have easy and quick access.

1. Sign in to the application as a sales administrator or a setup user.
2. Go to the Configure Adaptive Search task in Setup and Maintenance.
3. Click Setup and go to the Advanced subtab.
4. Select a business object.
5. In the Configure Fields area, search for the Favorite field.
6. Select the Enable check box.
7. Enable other business objects as needed.
8. Click Save and then Publish.

Tips And Considerations

• In addition to the implementation steps, administrators must enable favorite-based saved searches so that salespeople can see them.
• Salespeople can also create their own personal saved searches for favorites.

Key Resources

• See the "Adaptive Search and Workspace" chapter in the Implementing Sales guide and the "Workspace" chapter in the Using Sales guide.

Role Information

• Sales Administrator or setup user for setup
• This feature is available to all Workspace users

Mass Update Records in Workspace

Salespeople can update fields on multiple records at once in Workspace with the mass update feature. For example, they can update the sales stage on multiple opportunities at the same time with just a few clicks. Or they might want to update rank and deal size on several leads at once.

The mass update feature improves efficiency by reducing the number of clicks when the same update needs to be done on multiple records.

Steps to Enable

Use these high-level steps to enable mass update in Workspace:

1. Sign in to the application as a sales administrator or a setup user.
2. Go to the Configure Adaptive Search task in Setup and Maintenance.
3. In the Parameters tab, set the default value of the Enable Mass Update parameter  to Y.
4. Ensure that Enable Mass Actions parameter default value is set to Y.
5. Click Save or Save and Close.

Key Resources

• See the "Adaptive Search and Workspace" chapter in the Implementing Sales guide and the "Workspace" chapter in the Using Sales guide.

Role Information

• Sales Administrator or setup user for setup
• This feature is available to all Workspace users

Set Default Saved Searches for Mobile App Users

Saved searches are predefined for Workspace users. Now, in addition, administrators can set the default saved search per object for mobile app users for either specific roles or for the whole site. Mobile users can specify their own default saved searches per object to suit their requirements.

This feature helps to display the most relevant records in their mobile app with a single tap on the menu.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Adaptive Search and Workspace" chapter in the Implementing Sales guide and the "Workspace" chapter in the Using Sales guide.

Role Information

• Sales Administrator or setup user for setup
• This feature is available to all CX Sales Mobile users

Use Search to Find the Right Filter for Workspace Infolets

While adding filters to Workspace infolets, you can now search for the infolet filter you want to use in addition to scrolling through the list of filters.

The filter search accelerates the setting up of Workspace Infolets by allowing you to quickly search from the available saved searches that you want to display.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Workspace Infolets" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator

Configure Multiple Parameters to Achieve a Superior Workspace Search Experience

Configure multiple parameters to specify how Workspace operates, using the Parameters tab available in the Adaptive Search setup page. You can:

• Enable mass actions and record-level navigation
• Specify the fuzziness level for search
• Set the default number of records to display on the page
• Set the maximum number of records for export

By specifying these settings, you can tailor Workspace search to suit your business requirements.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Adaptive Search and Workspace" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator or setup user

Core Sales force Automation

Campaigns

Navigate Campaign Saved Searches in Workspace

Salespeople can use the Previous and Next buttons to quickly navigate the list of campaign records generated from saved searches in Workspace. This quick navigation significantly reduces the time spent going back and forth between edit and list pages.

Fewer clicks makes for a smoother user experience for sales representatives, managers, and executive users as they work through multiple campaigns.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• If you use dynamic tabs, then the Previous and Next buttons on the record details page won't be available for navigating lists of records.
• Campaigns require integration with Oracle Eloqua.

Key Resources

• See the "Workspace" chapter in the Using Sales guide.

Role Information

This feature is available for all the users who have access to Workspace.

Leads

Assign Partners to Leads from Workspace

Channel managers can now assign leads to partners directly from Workspace. They make these assignments to the partners who are best suited to convert those leads to opportunities.

Channel managers make assignments using the Lead action Assign Partner.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Use these steps to enable the Assign Partner action in Workspace:

1. Ensure you're working in an active sandbox.
2. Navigate to Configuration > Application Composer.
3. Navigate to the Smart Actions area.
4. Using the search box, look for the Assign Partner action you want.
5. Select the check box under the Enabled column to make the Assign Partner action available for leads from the Workspace saved searches.
6. Publish the sandbox according to your company's business requirements.

Key Resources

• See the "Workspace" chapter in the Using Sales guide and the "Extend Leads and Campaigns" chapter in the Implementing Sales guide.

Role Information

• Users with the Channel Account Manager, Channel Sales Manager, or other roles that can assign partners to leads
• Controlled by the functional security privilege "Update Sales Lead Primary Partner"

Opportunities

Move Opportunities to Different Business Units

Salespeople can now move an opportunity to a different business unit simply by selecting the target business unit while editing the opportunity. After they change the business unit for the opportunity, any dependent opportunity attributes are reset to the default values of the new business unit.

Salespeople can update the Business Unit field for opportunities from the UI, while administrators can do so using import management or web services.

You can move an opportunity to a new business unit and automatically transfer all dependent opportunity data to the new business unit.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Business unit updates are not supported for inline edit or mass update.

Key Resources

• See the "Multiple Business Units" and "Opportunities" chapters in the Implementing Sales guide and the "Opportunities" chapter in the Using Sales guide.

Role Information

Any role allowing opportunity updates can update the business unit attribute.

Sales Assistant

Extend Sales Assistant for Microsoft Teams

You can configure custom Sales Assistant layouts to display data by role, region, or other criteria for Microsoft Teams channel users. From the Oracle Sales Assistant Setup node under the Common Setup section of Application Composer, add, remove, and rearrange standard or custom fields using Microsoft Teams Composer. For example, configure a detail layout for the Sales Representative and Sales Manager roles, for Canada, based on an expression where the amount is less than $200,000 and the win probability is greater than 50%.

NOTE: Oracle Sales Assistant Setup for Microsoft Teams is available only to an initial set of early adopters.  If you're interested in becoming an early adopter, apply for access on the Sales Assistant forum on Oracle Cloud Customer Connect.

Oracle Sales Assistant - Microsoft Teams Composer

You can enable or disable the objects available on the channel, which means that Microsoft Teams channel users of Sales Assistant can also view information about custom objects.

Steps to Enable

If you're interested in using Oracle Sales Assistant, see the instructions in the "Welcome and Instructions to Access Oracle Sales Assistant" post on the Sales Assistant forum on Oracle Cloud Customer Connect.

Tips And Considerations

To use this feature, you must have Oracle Sales Assistant implemented for Microsoft Teams.

Role Information

• Sales Administrator

Enterprise Contracts

View Amount in Contract Version History

In addition to other information, you can use the Versions pane in the History tab to view the contract amount or the agreed amount. Additionally, you can export the tabular data of the contract lines in the Lines tab and the invoices in the Financial Summary tab to Microsoft Excel.

AMOUNTS IN THE HISTORY TAB 

You can view the contract amount for nonagreement contracts.

Nonagreement Type of Contract

You can view the committed amount for the sell intent types of agreements.

Agreement with Sell Intent

You can view the agreed amount for the buy intent types of agreements.

Agreement with Buy Intent

EXPORT TO EXCEL IN THE LINES AND FINANCIAL SUMMARY TAB

You can export the line details to Microsoft Excel.

Export to Excel Option for Lines

You can export the invoice details to Microsoft Excel.

Export to Excel Option for Invoices

This feature lets you access a more meaningful contract version history.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Approve and Accept Customer Contracts" and "Create Customer Contracts" chapters in the Using Customer Contracts guide.

Assign Numbers Automatically for Imported Contracts

When you import contracts using Import Management from the Tools work area, the application automatically generates the contract number if automatic numbering is enabled for the associated contracts.

When you import contracts using the contract type column with the contract numbering method set as Automatic, you can leave the contract number column blank in the CSV file for the application to generate the contract numbers automatically. You can also enter the contract number manually when you don't want the application to assign the contract numbering automatically.

When the contract type has the contract numbering method set as Manual, you can't leave the contract number blank. When the contract number is left blank, the application generates an error.

When using the import process, this feature lets you easily assign numbering for your contracts.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Import Your Data" chapter in the Understanding Import and Export Management guide.

Manage Asset Transactions Using the Reprocess Installed Base Updates Scheduled Process

Asset transactions that affect your warranties and coverage-based services are managed directly from the Reprocess Installed Base Updates scheduled process, instead of using the import process. Sub-processes are not required.

Manage Asset Transactions Directly with Reprocess Installed Base Updates Scheduled Process

This feature simplifies the Reprocess Installed Base Updates process and improves the efficiency of keeping your covered assets up to date on your warranties and coverage-based services.

Steps to Enable

You don't need to do anything to enable this feature.

Work Assignment

Use Predefined and Custom Rule Conditions for Access Group Rules

You can select a predefined condition with multiple custom conditions when creating an object sharing rule for your access groups. By enabling a profile option, a predefined conditions drop-down list becomes available in the conditions area of the object sharing rule. By combining custom conditions with the selected predefined condition, you can easily target the access level to suit your business requirements.

This feature lets you extend or refine the access that is provided by a predefined data security policy without having to create custom data security policies. Access groups provide better performance than custom data security policies.

Steps to Enable

To enable this functionality, set the profile option, Predefined and Custom Rule Conditions Combination Supported, to Yes. Here are the steps to follow:

1. From Setup and Maintenance, navigate to the Manage Administrator Profile Values task.
2. Search for profile option code, ORA_MOW_SUPPORT_SEEDED_CONDITION.
3. Change the  default value of  the profile option from No to Yes.
4. Click Save and Close.

Key Resources

• See the "Access Groups" chapter in the Securing CX Sales and B2B Service guide.

Role Information

• System Administrator
• IT Security Manager

CX Sales Mobile

Embed Links in CX Sales Mobile

Embed links in CX Sales Mobile to open a custom web app or an external mobile app.

This feature provides an easy way to integrate with a custom app and enable additional business processes on mobile devices

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

1. Within a sandbox, navigate to Configuration > Application Composer.
2. Create a formula field on the object where the link needs to be embedded. 
3. Ensure the formula field value has an http:// or https:// prefix to open a web app, or a similar pattern for a custom mobile app (for example, g. oscm://).
4. Add the formula field to the object's detail layout in the information section.

Key Resources

• See the "Mobile Applications" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator
• CRM Application Implementation Administrator

Make Important Records Your Favorites

Make your most important records your favorites in the CX Sales Mobile app. Records marked as favorites in CX Sales Mobile and the CX Sales web application appear as favorites in both applications. Records marked as favorites also appear in My Favorite saved searches for accounts, contacts, leads, and opportunities.

A unified favorites experience between web and mobile apps helps users manage their most important information easily from either interface.

Steps to Enable

You don't need to do anything to enable this feature.

Create Custom Cards on the Home Page and Assign Workspace Saved Searches to Home Page Cards

Add custom cards to the home page and configure the layout. You can also assign a Workspace saved search to a custom object card, or a pipeline card, so that you can filter the information.

Cards on the homepage can now be customized to your specific business needs, to help users see more relevant information faster. 

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

1. In an activate sandbox, navigate to Configuration > Application Composer.
2. Click Mobile Application Setup.
3. Click CX Sales Mobile Application Composer.
4. Click Cards.
5. Copy the default layout or edit an existing layout.
6. Click Add Custom Cards.

Add Custom Cards

Tips And Considerations

To edit strings displayed on the cards, use the i8N (Internationalization) feature.

Key Resources

• See the "Mobile Applications" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator
• CRM Application Implementation Administrator

Display Oracle DataFox Smart Talking Points and Account Score

Using adaptive intelligence, you can display scoring for an account and the account tier, which helps sales representatives prioritize their prospects and customers. You can also display account signals to help your sales representatives stay up-to-date with the latest news on their accounts and use it to prepare for conversations with their customers.

ACCOUNT SCORE AND TIER

You can use account scoring to help your sales and marketing teams prioritize and target the right accounts. You define your ideal customer profile by selecting scoring criteria and assigning weights to them. After you set up account scoring and tiers and have enriched the accounts, you see the scores and the tiers for each account on both your Account list and Account detail pages.

ACCOUNT SIGNALS

Signals work like a news feed of key milestones of a company. You can get daily updates of significant changes to companies that matter to you, such as awards, key personnel changes, events they're attending, and growth indicators. Then you can use this information to target the right companies at the right time, enrich interaction, and send personalized messages.

Here are some key benefits:

• Use account score and tier to prioritize accounts or reach out to prospective customers
• Get the latest account related information directly from News Signals
• Engage in productive conversations with customers and prospects
• Access news articles about the customer in one place, limiting your time on researching accounts
• Use account score to easily prioritize accounts

Steps to Enable

To enable DataFox for CX Sales Mobile, you first need to enable the DataFox features in the CX Sales app. In the CX Sales app, the Setup and Maintenance task Manage DataFox Data Enrichment Integration needs to be configured with the steps documented in the "Set Up and Administer Oracle CX Sales Integration" chapter of the Using DataFox guide.

Tips And Considerations

Customers upgrading to Update 21A who previously had custom layouts on at least one of the Accounts list or Account details pages, need to:

1. Enable the DataFox account score and tier ribbon in the Accounts list custom layout. This can be done by opening up the Account List custom layout in Application Composer and tapping on the 'eye' icon which should be visible in the account list card.
2. Enable the DataFox account score and tier in the Account detail custom layout. This can be done by opening up the Account Detail custom layout in Application Composer and adding the either one or both of these fields in the layout. 
3. Enable the DataFox Account Signals carousel on the Account Detail custom layout. This can be done by opening up the Account Detail custom layout in Application Composer and adding the Account Signals carousels in the layout.

For these options to appear in Application Composer, the Setup and Maintenance (FSM) setup task Manage DataFox Data Enrichment Integration must be configured with DataFox credentials. These steps are documented in Enable Oracle DataFox Features in CX Sales. 

Key Resources

• The steps to enable DataFox in CX Sales are documented in the chapter, "Set Up and Administer Oracle CX Sales Integration", in the Oracle DataFox Using DataFox guide.

• For an overview of DataFox, click here.

• Also see the "Mobile Applications" chapter in the Implementing Sales guide.

Track and Manage Service Requests

View, track, and manage your customers' service-related issues in the mobile application, giving you a full view of your customers and their issues. Access service-related information such as service request details, associated service request messages, milestone history, tasks, appointments, and internal notes.

Mobile users now have the ability to utilize Service Request management functionality directly from their mobile devices.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Mobile Applications" chapter in the Implementing Sales guide.

Track Leads and Opportunities and Define Layouts by Business Unit

Associate opportunities and leads with a business unit and restrict visibility to the sales users of the division, while using a common set of data, such as accounts and contacts, across all sales divisions.

A multiple-business-unit model caters to multiple sales divisions, letting you leverage this corresponding functionality in CX Sales Mobile leads and 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 lead and 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 leads and opportunities to the users of the sales division.

• Configure lead and opportunity layouts for different business units to simplify data entry for divisional sales processes.

• Author scripts to apply business logic and custom validations for different business units to execute on the mobile app.

Steps to Enable

PREREQUISITE 

Multiple business units must be set up in the CX Sales web application. Refer to the "Setup Tasks" section in the "Multiple Business Units" chapter in the Implementing Sales guide, and related documents, for more information.

STEPS TO ENABLE THE BUSINESS UNIT FIELD 

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:

1. Sign in to the application as a sales administrator.
2. Activate a sandbox.
3. Navigate to Configuration > Application Composer.
4. Select Mobile Application Setup (under the Common Setup area) and then CX Sales Mobile Composer.
5. In the Application Features section, select Opportunities.
6. Enable the Business Unit ID field in opportunity layouts:

• Duplicate the default List, Summary, or Edit layout.
• Add the Business Unit ID field to the layout where you want it to appear.

7. Enable business-unit-specific layouts:

• Duplicate the default Summary or Edit layout.
• Add relevant business-unit-related fields to the layout, including the Business Unit ID field.
• In Advanced Criteria, select Add.
• Select Business Unit ID from the drop-down menu.
• Set a value for business unit.
• Repeat the above steps for additional business-unit-specific layouts.

8. Save the changes.
9. Repeat the above steps for the Leads feature, to the include Business Unit Identifier field in cloned layouts and in Advanced Criteria.
10. Save the changes.
11. Restart the mobile application on your device to validate the changes.
12. 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 -- such as opportunities -- to the owning sales division.

• The primary business unit is set automatically as the default business unit when sales representatives create an opportunity or lead, requiring no additional input for sales reps who work in one business unit.

• Enable the business unit field on opportunity or lead layouts to allow users working in multiple business units to associate a business unit when creating an opportunity or lead.

Key Resources

For more information on the multiple business unit model implementation and its benefits, initial tasks for business units, multiple business units in leads and opportunities, and additional setups, refer to the "Multiple Business Units" chapter in the Implementing Sales guide, and related documents.

Role Information

• Sales Representative
• Sales Administrator

Sales for Microsoft 365

Share Meetings Organized by Employees Who Don't Use the Microsoft 365 Add-In

Share meetings organized by nonregistered users. Previously, salespeople couldn't share meetings organized by sales resources who weren't registered users of the Microsoft 365 add-in. Now, salespeople can share these meetings.

This feature lets users capture a more comprehensive set of meetings into CX Sales, including internal meetings.

Steps to Enable

You don't need to do anything to enable this feature.

Role Information

This feature applies to all users of the CX Sales for Microsoft 365 add-in.

Use Advanced Share to Share Emails and Meetings

Your users can now use the Advanced Share page to share emails and meetings. The Advanced Share page lets users search for more records to share emails and meetings with, and also lets them enter custom attribute information.

The Advanced Share flow existed previously, and it won't be the default configuration, thus making setup and deployment simpler.

Steps to Enable

You don't need to do anything to enable this feature.

Configure Availability of Various Actions on the Activities Timeline

Configure the actions available on the activities timeline. Now that one-way appointment sync is the default configuration, we're making the user actions in the add-in related to Create Appointment configurable. This means you can hide the Create Appointment action on the activities timeline and appointments list page from the user. The other actions in the activities timeline are also configurable.

Administrators can configure the activity timeline so that only actions that are applicable to the user are visible, simplifying the user experience. 

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

You select the actions exposed to end users the same way as you do other UI configurations, in the Microsoft 365 Designer. You make the changes in an active sandbox and then publish the sandbox.

Uptake Favorites Framework

A new favorites framework is available that lets users mark records as favorites and see records they already marked as favorites. User interactions on favorites is also used in determining the smart lists.

Mark Records as Favorites

Users can leverage the favorites feature regardless of what UI they use, including the Microsoft 365 add-in.

Steps to Enable

You don't need to do anything to enable this feature.

Intelligent Advisor

Intelligent Advisor Interview Attachments on Custom Objects

The ability for Intelligent Advisor interviews to save attachments on standard objects has now been extended to include custom objects. This feature allows attachments uploaded by an end user, such as proof of ID, medical certificates or incident photos, as well as generated documents to support agent flows (such as decision letters, regulatory forms, and application summary documents) to be saved directly to the object or child object being created or updated by the Intelligent Advisor interview.

This feature allows attachments uploaded by an end user, such as proof of ID, medical certificates or incident photos, as well as generated documents to support agent flows (such as decision letters, regulatory forms, and application summary documents) to be saved directly to the object or child object being created or updated by the Intelligent Advisor interview.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Save data to CX Sales and B2B Service" topic in the Use Intelligent Advisor guide.

Style Interviews Using Redwood Theme

The Redwood theme, now available in interview styles, applies the latest Oracle standard application look and feel to Intelligent Advisor interviews.

Using this theme gives a consistent employee experience for interviews embedded within the latest Fusion agent user interface and knowledge articles, or other Redwood-themed interfaces.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The Redwood theme includes call to action button coloring, textural page background, train stop navigation strip, Oracle Sans proprietary font, Redwood icons, and more.

To maintain the integrity of the Redwood style, most of the styling customizations that you can normally make to an interview are not available when using the Redwood theme. 

Key Resources

• Apply Redwood styling to an interview
• Features of the Redwood interview theme

Role Information

• Interview designer

Generate Reviewable Transcripts for Interviews

System integrators can now save all interview questions asked and answers given without mapping, so that they can easily provide a reviewable transcript for every interview that is conducted.

This feature lets integrators meet audit requirements by recording every interaction in detail. It also lets them identify trends and agent training gaps by analyzing transcript data to find commonality between sessions.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To get a session transcript, you use the Interview.fetch() interview extension method. If the method is set to TRANSCRIPT, a session transcript is generated and sent via the nominated interview extension connection using a POST operation.

This functionality doesn't require the system integrator to create specific fields to store the data in.

Key Resources

• Get a transcript of an interview session

Role Information

• System integrators

Interview Extension Data Connections

Developers can securely call out to a third-party service using interview extensions. The interview extension data connection is managed in Intelligent Advisor Hub in the same way as other data connections, allowing access to be appropriately controlled per hub and per workspace.

This feature enables third-party data validation, identity checking, and other services to be incorporated into advice experiences. The development life cycle can be simplified by centrally managing the development-test-production connection details in each environment.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The connection is invoked securely from JavaScript interview extensions, with a new fetch() method that passes the call request to the Intelligent Advisor server.

Key Resources

• Perform web service calls from within an interview

Role Information

• Developer

Develop Decision Services in a Browser

You can create and deploy decision-making services directly from your Intelligent Advisor Hub.

The inputs and outputs that the decision service expects are defined and managed separately from the decision logic in a decision service project. That is, only users with the Manager role can modify the input and output contract, and activate published versions. Users with the Author role can make any other changes, and publish and test those changes.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The best place to start is by looking at the walkthrough that shows how to create a very simple decision service project with one rule containing one output and two inputs. For more information, see Walkthrough of creating a decision service project.

Key Resources

• Walkthrough of creating a decision service project
• Work with decision service projects
• Define contracts
• Write rules

Role Information

• Authors
• Managers

Sales Performance Management

Territory Management

Update Assigned Territories from Accounts

Edit territories directly from the accounts that they're assigned to. This lets sales operations users review and resolve issues with territory coverage, such as removing an included account or updating a postal code range.

For the sales operations team, this feature is particularly useful when resolving territory overlap issues, as they can easily view and update territory coverage and named accounts for a territory. This simplifies the ongoing administration of territories by giving easy access the territory, team, and coverage details from accounts.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Territories" chapter in the Implementing Sales guide.

Role Information

• Sales Administrator
• Sales Manager
• Sales VP

Search for Territories by Dimension in Workspace

Use Workspace to search for your territories by dimension coverage details, such as included accounts, products, or geographies. This new search capability expands salespeople's ability to find territories based on additional criteria. Territories can be marked as favorites for easy identification by administrators.

Searching for territories using dimensions improves the ease of locating territories for a specific named account, and makes territory Workspace especially useful for the sales operations team when resolving territory gaps and overlap issues.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• The industry, organization type, product group and auxiliary 1-3 dimensions are hierarchical. To search for territories based on descendant member values, they must be explicitly selected in the territory coverage. For example, to search for territories which cover product group "Laptop X", this product group, and not the parent "Hardware" must be present in the territory coverage. 

• To search for territories using customer inclusions or exclusions, use the Coverage: Account: Name filter.- Accounts are hierarchical.

• To search for territories based on a descendant account, the account must be explicitly selected in the territory coverage. For example, to search for territories which include Account “ABC USA”,  this account, and not the parent "ABC Global" must be present in the territory coverage. 

• When searching for territories using filters, only one dimension filter may be used. There are some exceptions:    
  • The coverage type filter and a dimension filter may be used together.
  • Multiple address dimension filters may be used together. For example, Coverage: Country and Coverage: Postal Code.
  • Both the Coverage: Sales Channel and Coverage: Sales Subchannel filters may be used together.

Key Resources

• See the topics on working with territories in Workspace in the "Territories" chapters in the Using Sales and Implementing Sales guides.

Export the Territory Hierarchy in Export Management

You can easily export a territory and all its descendants in Export Management using the new field, Territory Hierarchy Unique Territory Number, available in the Export Management filter criteria. This field exports active and draft territory hierarchies, plus the territory team and coverage details.

This feature offers consistent behavior with the original territory export.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You specify the top-level unique territory number in the Export Management filter criteria, for example: TerritoryHierarchyUniqueTerritoryNumber.

To export all active territories (plus their team members, coverage details, and line of business values), you specify the unique territory number of the top territory in the hierarchy to export, plus the finalized status code and the effective end date greater than today. For example: TerritoryHierarchyUniqueTerritoryNumber = 'CDRM_1234' AND StatusCode = 'FINALIZED' AND EffectiveEndDate > '2021-01-01T00:00:00-00:01'.

This top-level territory must be in a proposal. The descendent territories may or may not be in a proposal. 

Key Resources

• See the "Export and Import Management" topic in the "Territories" chapter in the Implementing Sales guide.

Role Information

Sales Administrator

Incentive Compensation

View Full Qualifying Criteria of a Participant Assignment Rule

For a participant assignment rule, view the full qualifying criteria, including the ones it inherits. Do this in one click using the View Full Qualifying Criteria icon instead of viewing the qualifying criteria tabs of each parent rule in the hierarchy individually.

Get the qualifying criteria for a rule in one click instead of multiple clicks and pasting all the information together. Troubleshoot issues more efficiently.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Credit, Rollup, Classification, and Assignment Rules" chapter in the Using Incentive Compensation guide.

Role Information

• Incentive Compensation Analyst
• Incentive Compensation Manager

Use Improved Usability Enhancements

Search for participants using additional attributes, such as email address and worker number, across different work areas. You can search by these fields using the advanced search. View additional attributes of the participant like email and worker number in search results to easily identify a specific participant. 

When you click on the Periods field in the main landing page of the Credits and Earnings work area, periods are displayed in descending order so that you can easily choose the periods you want with the minimum number of clicks. After you select a period and run the report for it, those values persist for the session, even if you navigate out to another page and come back.

When you delete credit rules, the improved message identifies the exact rule being deleted so there's no confusion.

Use the query by example filter to easily find plan components and performance measures while troubleshooting a plan in the Plan Admin work area.

This feature makes analyst tasks easier to perform.

Steps to Enable

You don't need to do anything to enable this feature.

Role Information

Usability improvements have been made across work areas accessed by users with these roles:

• Incentive Compensation Analyst
• Incentive Compensation Manager
• Incentive Compensation Plan Administrator

Run Crediting, Rollup, and Classification with Intelligent Batching

Run Crediting, Rollup, and Classification without having to set the number of batches in business unit parameters. 

For optimal performance, each crediting, rollup, or classification run batches records intelligently for that specific run and ensures the most optimal use of the resources for that environment, producing better performance.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Applications Core Configuration" chapter in the Implementing Incentive Compensation guide.

Role Information

• Incentive Compensation Analyst
• Incentive Compensation Manager

Use Enhanced Plan Import with Replace Option

In addition to Prefix and Suffix options while importing a plan, use the Replace option to replace one string with another in the newly imported plan. Copy plans easily from one year to the next without having to get rid of prior year references. Copy plans within the same year that are similar in structure but have minor differences like rate tables. Reduce plan configuration effort by using this feature.

When you run the compensation plan import process, enter the value you want to replace in the Replace field and the value you want to replace it with in the With field. This replace functionality can also work in conjunction with the existing Prefix and Suffix fields.

Replace Option

Easily copy plans year over year or similar plans within the same year and reduce plan configuration effort.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• Watch the Enhanced Plan Import with Replace Option demo.
• See the "Plan Validation, Approval, Export, and Import" chapter in the Using Incentive Compensation guide.

Role Information

• Incentive Compensation Plan Administrator

Import Rules Directly from Spreadsheet Using Excel Macros

Import rules directly from a spreadsheet template by downloading the Microsoft Excel macro for rules and the associated .jar file from My Oracle Support. Populate the spreadsheet template and create the import activity for rules, assignments, and qualifying criteria with the click of a button directly from the spreadsheet instead of navigating to the Import Management UI in the application. Monitor the status of the import activity from the spreadsheet. View errors, if any, from the spreadsheet and re-import after correcting the records with errors. 

Users can import rules, assignments, and qualifying criteria directly from the spreadsheet, which makes the import easy and convenient. Real-time user validation in Excel also reduces the risk of errors when entering data into the file.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• Download the .jar file and the Microsoft Excel macro-enabled spreadsheet from My Oracle Support to the same directory in your desktop.

• The Generate log button generates a log file upon completion only if there are any error records. The Error tab lists all the records with errors and links you to the specific error records.

• The Status column shows whether a record is imported, has an error, or is ready to be imported. Re-importing the same file will only import records that don't have an imported status.  

Key Resources

• Watch the "Import Rules Directly from Spreadsheet Using Rule Import Macro" demo.
• See the "Credit, Rollup, Classification, and Assignment Rules" chapter in the Using Incentive Compensation guide.

Role Information

• Incentive Compensation Analyst
• Incentive Compensation Manager
• Incentive Compensation Plan Administrator

Use Enhanced Participant Imports

View improved logs and output files to easily troubleshoot your participant and analyst imports.

You can use the new output file to review summary results of the process. This information is reported in the output file:

• Number of participants and analysts that were evaluated by selection rules
• Number of participants and analysts that were qualified and imported
• Number of participants that were updated
• Number of participants that were terminated
• List of participants and analysts that were imported, but have no valid GUID

Enhancements have also been made to the selection process to intelligently handle some import issues that previously required manual intervention. The import also prevents the import of participants that are terminated in HCM.

Importing participants using the selection rules lets you easily automate the import and update of participants. When running this import, you can now use the new output files and improved log files to quickly review the results of your import.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

When importing participants or analysts using this method, they're selected based on their current HCM assignment. If you're using participant detail import mapping, the mapped details of that single assignment is imported as well. Historical assignments aren't considered or imported, preventing the loading of multiple historical participant details not related to the participant's current assignment.

Role Information

• Incentive Compensation Analyst
• Incentive Compensation Administrator

Sales Analytics

View New User Adoption Metrics in Application Usage Insights

Application Usage Insights has a refreshed design. It's now even easier to see and understand your key User Adoption metrics. With this enhancement, you see summaries of key metrics at the top of each page. And you can easily observe User Adoption trends with 7-day and 30-day simple moving averages on important metrics, such as:

• Sign-ins
• Session duration
• Record usage

By summarizing metrics and showing trend lines, the refreshed Application Usage Insights feature lets you quickly see how your users are using CX Sales and B2B Service. With quick access to these metrics, you'll be able to act fast to address usage or lack of usage trends, leading to improved productivity and cost efficiency.

Steps to Enable

If you haven't already enabled adoption and usage tracking, to get started, you first need to do some setup steps:

1. Confirm adoption and usage tracking is enabled for the application.
2. Ensure that users have the FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY duty role.

See the documentation resources below for more information.

Key Resources

• See the "Set Up Adoption and Usage Tracking" topic in the "Application Adoption and Usage Reporting" chapter in the Creating and Administering Analytics guide.
• User Adoption reporting uses scheduled processes to manage and update information. For that information, see the "ESS Scheduled Processes for Analytics" chapter in the Creating and Administering Analytics guide.
• Also see the applicable subject areas in the Subject Areas for Transactional Business Intelligence in Sales and B2B Service guide.

Gain Insights on CRM Reporting and Analytics Usage

The new CRM - CRM Reporting Usage subject area lets you see how your users and teams use OBTI in CRM. This subject area exposes execution metrics around subject areas, analyses, and dashboards. These metrics provide reporting on details like the most popular and unpopular reports and which analytics are important to your users. This reporting gives you powerful insights for understanding your users' interests in reporting and analytics, as well as which reports should be prioritized for development.

Analytics built with the new CRM - CRM Reporting Usage subject area reveal which types of reports and subject areas the users in your organization are looking at. These insights can help you improve efficiency by prioritizing which reports are important to improve or maintain.

Steps to Enable

If you haven't already enabled adoption and usage tracking, to get started, you first need to do some setup steps:

1. Confirm adoption and usage tracking is enabled for the application.
2. Ensure that users have the FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY duty role.

See the documentation resources below for more information.

Tips And Considerations

The subject area requires the FBI_USER_SYSTEM_USAGE_TRANSACTIONAL_DUTY duty role for access.

Key Resources

• See the "Set Up Adoption and Usage Tracking" topic in the "Application Adoption and Usage Reporting" chapter in the Creating and Administering Analytics guide.
• User Adoption reporting uses scheduled processes to manage and update information. For that information, see the "ESS Scheduled Processes for Analytics" chapter in the Creating and Administering Analytics guide.
• Also see the applicable subject areas in the Subject Areas for Transactional Business Intelligence in Sales and B2B Service guide.

Report on Record Views in User Adoption for the Mobile and Microsoft 365 Channels

The Sales - CRM Object Activity subject area now reports on the number of reads for the Mobile and Microsoft 365 channels. These metrics give you a broader understanding of how much sales teams interact with these channels.

Gain vital insights on user adoption by reporting on which types of records are read, such as account, activity, or opportunity, via the Mobile and Microsoft 365 channels. Seeing which types of records are read on these channels gives you critical insights into user behavior in the field.

Steps to Enable

If you haven't already enabled adoption and usage tracking, to get started, you first need to do some setup steps:

1. Confirm adoption and usage tracking is enabled for the application.
2. Ensure that users have the FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY duty role.

See the documentation resources below for more information.

Key Resources

• See the "Set Up Adoption and Usage Tracking" topic in the "Application Adoption and Usage Reporting" chapter in the Creating and Administering Analytics guide.
• User Adoption reporting uses scheduled processes to manage and update information. For that information, see the "ESS Scheduled Processes for Analytics" chapter in the Creating and Administering Analytics guide.
• Also see the applicable subject areas in the Subject Areas for Transactional Business Intelligence in Sales and B2B Service guide.

New CX Sales Mobile Application Support in User Adoption

The Sales - CRM Object Activity and Sales - CRM Resource System Usage subject areas now support the latest CX Sales Mobile application in the mobile channel. The mobile channel now provides reporting for all versions of the CX Sales Mobile application.

With support for User Adoption reporting available in all versions of the CX Sales Mobile application, your organization's user adoption metrics will be accurate as your organization transitions to the latest CX Sales Mobile application.

Steps to Enable

You don't need to do anything to enable this feature.

B2B Service

Digital Customer Service

Decide Whether Self-Service Registrations Not Associated with an Account Should Be Manually Approved or Auto-Approved

Self-service administrators have the option to manually approve or auto-approve self-service registration requests that aren't associated with an account. There's a new profile option, ORA_SVC_CSS_SELF_REG_B2C_AUTO_APPROVE. When this profile option is set to True, users who register without an account will be auto approved to become self-service users. When this profile option is set to False, users who register without an account will need to be approved by an administrator before they can become self-service users. The default value of the profile option is True.

This feature gives implementing companies the ability to decide if they want to allow auto approval for self-service registrations or if they prefer to have an administrator approve the registrations.

Steps to Enable

1. Sign in to B2B Service as an administrator or a setup user.
2. In the Setup and Maintenance work area, go to the following:

• Offering: Service.
• Functional Area: Digital Customer Service.
• Task: Manage Digital Customer Service Profile Options

3. Select the profile option ORA_SVC_CSS_SELF_REG_B2C_AUTO_APPROVE.
4. Select the desired value for the profile option.
5. Click Save and Close.

Key Resources

• For more information about Digital Customer Service profile options, refer to topic Configure Profile Options in the Additional Feature Configuration chapter of the Implementing Digital Customer Service guide.

Cancel Your Work Order in the Self-Service Portal

Self-service users can now cancel work orders directly in the self-service portal. Previously, the user had to contact an agent to cancel work orders. This feature reduces the number of contact center inquiries and improves the customer's experience. This functionality is available in the reference implementation and in the new component for updating and cancelling work orders.

End users want the ability to cancel a work order via self-service rather than calling and possibly waiting on hold to talk to someone. The ability to quickly and easily cancel a work order increases customer satisfaction.

NOTE: Digital Customer Service is on a monthly release cadence. This feature was released in the October 2020 release.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Implementing Digital Customer Service guide.

Register as a Self-Service User if You Already Have an Oracle Identity Cloud Service Account

Existing Oracle Identity Cloud Service (IDCS) users will be able to register as self-service users. Authenticated (IDCS) users who do not have any Digital Customer Service roles will now see a message on the homepage that indicates that they are not yet registered for self-service and should sign up. The message includes a link to the Sign Up page.

Authenticated (IDCS) users will see the sign-up link to register as self-service users and will gain access to additional functionality, such as viewing their service requests and work orders.

NOTE: Digital Customer Service is on a monthly release cadence. This feature was released in the October 2020 release.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Implementing Digital Customer Service guide.

Knowledge Management

Report on Shared and Helpful Linked Articles Using the SR Links Subject Area

You can use the SR Article Linking subject area to report on articles linked in service requests that were shared or that were resolved as helpful.

Knowledge managers can use this subject area to increase their understanding of the content in the knowledge base. Knowing which articles are most frequently linked in SRs provides opportunities to improve the knowledge base. Knowledge managers can use the subject area to investigate whether the helpful articles being linked are:

• not visible to customers
• not easy enough to find with typical customers' search methods
• not informative enough to prevent customers from filing a service request

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

• See the "Analyzing Knowledge" chapter in Administering Knowledge Management.

Role Information

• Knowledge managers and other knowledge analytics users can use the SR Links subject area.

Service Request Management

Invoke Individual Action Plan Actions

Users can now invoke individual Action Plan Actions directly by associating action plan actions with objects individually, without the need to associate an entire action plan template. This greatly simplifies many existing single-step action plan use cases and enables new use cases.

Invoking individual action plan actions will greatly simplify many existing single-step action plan use-cases as well as enabling new use cases.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Service Requests chapter in Using B2B Service.

Secure the Ability to Create a Service Request Tag by Using a Privilege

An agent needs the Create Tag privilege to create a new tag when they're on the SR page. The Create Tag privilege is provided to all the predefined service roles by default. But as an administrator, you can remove this privilege from any role. An agent without the Create Tag privilege can't create new tags, but he can associate existing tags with the SR as long as he can create or edit an SR.

This feature gives you more control over who can create new tags. Agents without the Create Tag privilege can associate the existing tags to the SR, but they would not be able to create new tags.

Steps to Enable

Make the feature accessible by assigning or updating privileges and/or job roles. Details are provided in the Role section below.

Key Resources

• See the Extend B2B Service chapter in Implementing B2B Service.

Role Information

If you are using the predefined service roles such as Customer Service Representative and Customer Service Manager, then you do not have to perform any steps to enable this feature.

On the other hand, if you have custom roles for your service users, then you need to do one of the following:

• If you do not want your users to create new tags while editing an SR and instead only associate existing tags to the SR, then you don’t need to make any changes.

• On the other hand, if you want to let your users create new tags when editing  an SR, then you can enable this option as follows:
  • Navigate to the Security Console.
  • Find the custom role equivalent to the predefined Service Request Troubleshooter duty role. This duty role would typically be associated with your custom Customer Service Representative job role.
  • Edit the role and navigate to the Function Security Policies section of the wizard.
  • Click the Add Function Security Policy button.
  • Search for the Create Tag privilege.
  • Add the privilege to the role.
  • Submit your changes.

If you have a custom version of the Service Request Power User duty role, then you can follow the same steps as above to assign the Create Tag privilege to that role. This duty role would typically be associated with your custom Customer Service Manager job role.

Create a Case from an Action Plan

You can now define an Action Plan template to create a new Case as one of the actions. Internal users that are using Action Plans on supported objects such as Service Requests can initiate the Case creation from the user interface. For example, a service representative may receive a service request that requires a new Case to be opened and assigned to another team for attention.

Organizations that need to manage complex, long-running issues can use the Case object.  The addition of Cases in Action Plans allow these organizations to easily and intelligently create those Cases from other objects like Service Requests. 

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Service Requests chapter in Using B2B Service.

Make Categories Extensible by Using the Application Composer

You can define and add fields to the service request category object using Application Composer. You can also write triggers on categories and set additional properties on a category to help implement configuration changes.  For example, you can set a property that controls whether a category is visible to external support users.

Extensibility lets you set additional properties on a category to help implement configuration changes. For example, you can set a property that controls whether a category is visible to outside visitors on your support website.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The following feature will be addressed in a future release: extensibility of the UI for managing categories.

Key Resources

• See the Extend B2B Service chapter in Implementing B2B Service.

Role Information

• Administrators can extend the service request category object.

Include Opportunities in Action Plans

You can now define an Action Plan template to create a new Opportunity as an action. Internal users that are using Action Plans on supported objects, such as Service Requests, can initiate these Opportunity creations from the Action Plan user interface. For example, a service representative may discover that a customer has a need that can be solved by selling an additional product, resulting in a new potential sales opportunity. Additionally, the REST API allows Action Plans to be associated to a parent Opportunity record, where actions can be initiated through the API.

Enabling the assignment of Action Plans to Opportunities and Action Plans that contain Opportunity Actions allows organizations to support complex use-cases that span both sales and service functions.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Set Up Action Plans" chapter in Implementing B2B Service.

Create Installed Base Assets from Landing Page

You can create installed base assets directly in the employee user interface using the create button on the installed base asset landing page.

Allowing end users to create assets directly in the UI makes it easier to identify and track the products your end customers own. This is especially useful when tracking competitor assets to target replacement and in situations where customers purchase your products through third party or retail channels. 

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Note that by default, the create asset button will be available to users that can access the installed base asset landing page. If you don't want users to access the create button, you can create an alternate layout removing the button from the layout. In addition, you can configure the create page to ensure the desired attributes are available in the page layout to suit your business needs.

Key Resources

• See the Set Up Additional Service Features chapter in Implement B2B Service.

User Personalization for Notifications

Use the User Notification Preferences page to control the notifications you receive, from the available notifications. For notification rules where your administrator allows personalization, you can opt out of receiving certain notifications and manage the preferred delivery channels for each notification.

This feature will enable much greater flexibility for individual users to control which notifications are important to them and manage the delivery channel by which they want to receive each notification.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

There are no special steps that are required to enable this feature.

Key Resources

• See the Notifications chapter in Using B2B Service.

Service Channels

Use Localized Conversation Markers in Service Request Message History

The past conversations in the message history of a service request are enclosed within start and end markers. These markers use localized display values in the same language as that of the service request.

This enhancement greatly improves usability for agents, since they're able to see the conversation markers in their preferred language. Thus, this enhancement reduces cognitive effort for the agents, while increasing their productivity. 

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Email Channels chapter in Implementing B2B Service.

Role Information

• Application Administrator

Set the Attachment Behavior for the First Inbound Email to Associate with the Service Request Header or the Service Request Message

You can define whether the images or attachments from the first email received on a service request are copied to the SR message or the SR header. By default, the images and attachments from the first email are associated with the SR header only. If you want them to be associated with the SR message as well, you need to enable a profile option.

Attachments or images included with any subsequent inbound emails on the SR are associated with both the corresponding SR message and the SR header. Images and attachments in your first inbound email and in subsequent inbound emails behave consistently.

Agents can view the images or attachments from the first email received for an SR in both the SR message and the SR header.

Steps to Enable

You must enable the ORA_SVC_ADD_FIRST_ATTACHMENT_TO_SR_MESSAGE profile option.

1. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.
2. Search for the Manage Administrator Profile Values task .
3. Search for the following profile option code: ORA_SVC_ADD_FIRST_ATTACHMENT_TO_SR_MESSAGE.
4. Change the profile value of the Site profile level from No to Yes. 

Key Resources

• See the Email Channels chapter in Implementing B2B Service.

Role Information

• Application administrators can set the profile option to enable this feature.

Field Service Integration

Direct Assignment Scheduling and Role Based Scheduler Framework for Field Service Work Orders

In addition to the current quota-based scheduler, the application now provides a direct assignment scheduler that allows agents to view availability of Oracle Field Service technicians based on their work zone and assign the work order directly to that technician. This functionality will also allow administrators to create multiple versions of the quota-based or direct assignment schedulers and select the roles that will get a specific version of a scheduler rendered when creating or rescheduling a work order.

Customers need the ability to directly assign work orders in B2B Service to field service technicians in Oracle Field Service based on their availability. This new direct assignment scheduler allows agents to view the availability of Oracle Field Service technicians based on their work zone definitions and then assign the work order to the technician. Administrators can also now create multiple versions of the quota-based or direct assignment schedulers and assign each to one or many roles. This allows users to see a different scheduler with different property settings based on their role.

Steps to Enable

The steps to enable the new work order area configuration are slightly different if you have already enabled and are using the integration to Oracle Field Service for retrieving the work order area prior to the Update 20D release of Oracle B2B Service. To configure the work order work zones in B2B Service:

1. In Setup and Maintenance, select the Service offering.
2. Select the Work Order functional area.
3. Select the Manage Service to Oracle Field Service Integration task.
4. Select the Edit action or icon to edit the integration configuration if not previously setup.
5. Select the type of Resource Scheduling required: Quota-based Booking or Direct Assignment Booking.
6. Select Verify Connection", and after the connection is verified as successful, the Scheduler Configuration tab is available.
7. Select the Create action or icon to create a new scheduler.
8. Set the following properties for the scheduler and review Oracle Docs for more details about each property. Multiple versions of schedulers can be created and made active. When the user selects the scheduler in the create or detail work order page. the list of active schedulers are evaluated based on the order and the first one that meets all the criteria, is rendered.

• Roles: assign roles to determine which scheduler a specific users gets when creating or scheduling a work order
• General properties: set properties to control the UI within a specific scheduler
• Status: set status to active so scheduler is evaluated to determine which scheduler to render when creating or rescheduling a work order

9. Select the Reorder action or icon to set the order active schedulers are evaluated when determining which scheduler to render when creating or rescheduling a work order
10. Select Enable Resource Scheduling to enable a scheduler retrieval when creating or rescheduling an Oracle Field Service work order.

Key Resources

• See the Oracle B2B Service Configuration chapter in Integrating B2B Service with Field Service.

Work Order Support for Account and Contact Merge

When two account or contact records are merged, the application associates service work orders from the merged account or contact to the remaining account or contact.

All service work orders are now visible under the single merged account or contact.

Steps to Enable

You don't need to do anything to enable this feature.

Import and Export and REST APIs

Use Address Locale Object in Import Management

You can now use the Address Locale object to provide transliterated address details. The Address Locale object is a child object of the Address object in Import Management and REST APIs.

The Address Locale record holds a 1-to-1 mapping to the Address record.

Transliterated values can be stored and managed for address records and provide the support required for localization.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Import Your Data" chapter in the Understanding Import and Export Management guide.

Use Cascading Fixed Choice Lists of Values in REST APIs

Use cascading fixed choice lists of values in REST APIs. If a value of a list of values is dependent on another list of value, the list of values is called a cascading list of values. These are now supported in REST resources. The cascading relationship and child list of values are displayed in the finder URLs. The cascading list of values in REST services between parent and child objects are now supported. 

The ADF REST framework introduced the capability to expose cascading lists of values in REST as top-level objects starting with REST Framework Version 5.

Using the cascading fixed choice list enhancement in REST APIs offers flexibility and improves the usability of REST services. Previously, accessing the fixed choice list of values required additional calls. However, this enhancement means the information to fixed choice list of values is available immediately. 

Steps to Enable

Review the REST service definition in the REST API guides, available from the Oracle Help Center > your apps service area of interest > REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section.

To surface this enhancement, use REST Framework Version 5 or greater in the header of the REST request. For more information, see the REST documentation. 

Delete Export Filter Criteria

You can now delete the export filter criteria in Export Management. This feature helps prevent export filters from accumulating, which, if allowed, could lead to clutter and confusion.

You can now work with a condensed and re-usable list of export filters (earlier called view criteria) to support your export requests. This feature addresses a usability issue in the Export Management framework and lets you delete Export Maps, also known as export view criteria/filters in Export Management. 

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Export Your Data" chapter in the Understanding Import and Export Management guide.

Use More Fields for Contact and Address Purpose Object in Import Management

You can now use additional fields for Contact and Address Purpose objects in Import and Export Management. There are five Do Not Contact fields for primary phone or email at the Contact object header level, such as:

• DoNotCallMobileFlag
• DoNotCallHomePhoneFlag
• DoNotCallWorkPhoneFlag
• DoNotContactFaxFlag
• DoNotContactEmailFlag

In addition, the Address Purpose child object now has a status attribute.

The labels of these attributes have been updated as well to be more meaningful and aligned with UI pages.

Steps to Enable

You don't need to do anything to enable this feature.

Use REST Resources to Identify Duplicate Organization and Person Records

Use the Customer Hub Organization and Customer Hub Person REST resources to determine whether external customer records have matching records in the Customer Data Management registry.

You can use this feature to enable external customer record creation processes to check whether matching records already exist in the Customer Data Management registry. By replicating the same type of interactive duplicate identification process that's provided by the standard Customer Center interface's integration with the Data Quality solution, external processes can avoid creating duplicate records.

Steps to Enable

You don't need to do anything to enable this feature.

Role Information

All roles that have access to the base Person and Organization resources can use this enhancement.

Manage and Administer the Artifact Generation of Custom Objects and Attributes

You can now manage and administer the generation of custom objects and attributes in the Import Configuration tab. You can navigate to the Import Configuration tab from Import Management under Tools. You can also view the status of artifact generation on this tab.

You don't have to perform the generate artifacts step to publish your custom objects and attributes. When a sandbox is published, artifact generation is triggered automatically as part of publishing.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Import Custom Objects" chapter in the Understanding Import and Export Management guide.

Use REST APIs to Track Status of Bulk Export Jobs

You can now use the Export Activities REST API to track the completion of bulk export jobs. The export jobs raise business events when completed.

This feature supports integration developers using Oracle Integration Cloud or any other integration engines. You can track the completion of bulk export jobs created through REST APIs, and notify the users when a preregistered condition is met without repetitive polling. This avoids the wastage of resources because of any repetitive polling process.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You can configure and register your REST end point to receive notification whenever your import job completes. To receive an import completion notification through REST services, you must define the REST service end point in Application Composer.

Key Resources

• See the "Export Your Data" chapter in the Understanding Import and Export Management guide.

Manage Bill Plan and Billing Controls Using REST APIs

You can use the contracts REST APIs to:

• Create and update bill plans.
• Create, update, delete, and read billing controls at the contract header and line level.

These REST resources are useful when integrating with external systems.

Steps to Enable

Review the REST service definition in the REST API guides, available from the Oracle Help Center > your apps service area of interest > REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section.

Key Resources

• See the "Add Objects and Fields" chapter in the Configuring Applications Using Application Composer guide.

Use More Attributes for Contact REST Resource

Use more attributes in the Contact REST resource. There are five new Do Not Contact attributes added to the Contact REST resource such as:

• DoNotCallMobileFlag
• DoNotCallHomePhoneFlag
• DoNotCallWorkPhoneFlag
• DoNotContactFaxFlag
• DoNotContactEmailFlag

Additionally, the Address Purpose child resource now includes a status attribute.

Contact preference flags can now be accessed and managed at header level and avoid navigation to child collections for single contact points.

Steps to Enable

You don't need to do anything to enable this feature.

Use New Exportable Attributes to Analyze Duplicate Resolution Data

Analyze the nature and lifecycle of the duplicate resolution request data using new export attributes. You can use the newly added fields on the Resolution Request export and REST object to support reporting requirements. To conduct operational analysis of the data stewardship process, you need access to information about the nature and lifecycle of the Resolution Request object. This enhancement increases the amount of information available in the Resolution Request export object to better support a wider range of reporting requirements. New fields on the Resolution Request export and REST object have been added, to support reporting use cases.

The new fields improve reporting and integration capabilities for these use cases:

• End User Analysis: Understand which individuals and sales organizations are submitting resolution requests as they use Accounts, Contacts, and Households or other custom interfaces that let non-Data Steward users create resolution requests.

• Customer Data Audit: Conduct detailed audits of the customer data objects selected in merge requests and fully document the pre-merge and then the post-merge shape of the customer records.

• Operations Research: Conduct operations research on resolution request backlog management, request dispositions, aging, and productivity.

To support these end-user analyses, the Resolution Request export and REST API object includes user identities that allow joins to be formed with HZ (Person profile), MOT (Territories), Source System References, and JTF (Resources) product areas. Attributes added are:

• RequestedById
• RequestedBy
• AssignedToId
• AssignedTo
• SubmittedById
• SubmittedBy
• SubmittedDate
• ReviewRequiredFlag
• HasBeenReviewedFlag
• RuleBasedMasterFlag

Steps to Enable

Review the REST service definition in the REST API guides, available from the Oracle Help Center > your apps service area of interest > REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section.

After upgrade, the new attributes are automatically available in the REST resolutionRequests resource object, and in the export object, Duplicate Resolution Request.

Role Information

• Sales Administrator
• Master Data Management Application Administrator
• Application Implementation Consultant

Application Composer

Migrate Smart Actions from Test to Production

When moving configurations from test to production environments, your migration set now includes smart actions.

Smart action can be migrated from Test to Production.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Add Objects and Fields" chapter in the Configuring Applications Using Application Composer guide.

Create Custom Smart Actions for Standard and Custom Objects

Create smart actions for standard and custom objects based on a REST URL or object function, for a specific application and role. Smart actions, which can display to users based on conditions you define, are available for use with Workspace.

Here's a screen shot of a smart action based on an object function:

Custom Smart Action Based on Object Function

Here's a smart action based on REST:

Custom Smart Action Based on REST

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

When defining an action:

• If you don't select a role, then the action will be available for all roles.
• If you don't specify a condition, then the action will always be available based on other parameters like Role and Application.

After creating an action, sign out and sign back in to see the changes reflected in Workspace, inside the active sandbox.

Key Resources

• Watch the Create Custom Smart Actions for Standard and Custom Objects demo.
• See the "Add Objects and Fields" chapter in the Configuring Applications Using Application Composer guide.

Configure Notification Delivery Methods from Object Workflow

Send notifications from an object workflow using the notification dispatcher. Create a Groovy function in the context of an object workflow, where you can define the notification recipients and delivery channels. You can configure these notifications for multiple business objects, all delivery channels, and multiple recipients. 

This feature will allow an object workflow configuration greater flexibility in the delivery of notifications. Please note that Notification Preference Manager is not available to manage notifications created this way.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

When configuring an Object workflow within App Composer, go to Object Function and create a function. Set the Visibility as Callable by external system. Within the body of the function, you may now call a new global method, SendNotificationSimple(). This call will call into the notification framework and eventually its dispatcher will send the notification. Within the context of the Object workflow function groovy, you can define the notification recipients and delivery channels.

Key Resources

• See the "Configure Notifications" chapter in the Implementing B2B Service guide.

Security

Use System Groups and Predefined Rules to Configure Global or Fine-Grained Access to Object Data

You can use system access groups and predefined rules to configure access to object data for your users. With this update, you can now use predefined rules to configure global access to an object’s records or to configure fine-grained access to object data based on advanced permissions. System groups provide an alternative method of managing a user's access to data. There is a system access group to correspond to each of the standard job roles Oracle provides. Predefined object sharing rules assigned to each group provide the same access to data provided by the standard job roles and associated data security policies. You can also create access extension rules to extend the access provided by the predefined rules to related objects. The predefined object sharing rules associated with each system group are inactive by default.

You can use access groups to configure both your custom and standard data-access paths.

Steps to Enable

Here are the steps to enable a predefined rule for a system access group:

1. On the Access Groups page in the Sales and Service Access Management work area, select the Object Sharing Rules tab.
2. Select the object for which you want to use predefined rules from the Object list.
3. Select the object sharing rule you want to use.
4. To activate the rule, select the Active check box.
5. In the Action: Assign Access Group area, select the Enable check box for each access group you want to assign the rule to.
6. Click Save and Close from the Actions menu.
7. On the Object Sharing Rules page, select the Publish Rules option from the Actions menu.
8. Run the Perform Object Sharing Rule Assignment Processing scheduled process to ensure that the access group sharing rules for the object are assigned properly.

Tips And Considerations

Predefined rules are available for the Account and Contact objects and, in this update, are also available for these objects:

• Opportunity
• Sales Lead
• Campaign

Key Resources

• See the "Access Groups" chapter in the Securing CX Sales and B2B Service guide.

Role Information

• IT Security Manager 
• Sales Administrator

Expanded Support for Access Groups

Use access groups to provide sales resources with access to an expanded set of sales object data. The additional objects now supported for access groups are:

• Asset
• Business Plan
• Campaign
• Contests
• Duplicate Resolution Request
• Household
• Note
• Resource
• Sales Quota Plan
• Sales Resource Quota
• Sales Territory
• Sales Territory Proposal
• Forecast Territory Details

There is increased support for access groups across key objects.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the "Access Groups" chapter in the Securing CX Sales and B2B Service guide.

Simplified Setup

Run Setup Assistant Multiple Times to Add Setup Data to Your Sales Application

You can now run the Setup Assistant multiple times (up to five times). On the first run, you complete the required initial setup. In subsequent runs, you can import more geographies, create additional sales setup users and competitors, modify existing sales stages, and create additional resource roles and mappings. You can view your setup history and export your setup data.

This feature benefits administrators who can re-use the setup assistant to add additional setup data as it becomes available. It also gives administrators the ability to skip certain sections if adequate data is not available during the initial setup. The ability to run the setup assistant multiple times greatly increases the flexibility of using the tool. Additionally, the administrator can view the entire setup history and export the setup data that's been configured. 

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

• See the Run Setup Assistant chapter in the Getting Started with Your Sales Implementation guide.

Integrations

Authorize a Channel for Slack Channel Type by Using Fine-Grained Permission Scopes

When you authorize a channel for the Slack channel type, Oracle CX Sales and B2B Service use more fine-grained scopes in the Slack integration. This change is implemented because Slack has updated the way permission scopes are given to its applications. So, if you create a Slack app with their updated registration process, the app requests for more fine-grained scopes while authorizing a channel.

Starting in Update 21A, you're able to use more fine-grained scopes instead of the coarser scope when authorizing a channel. If you're beginning to implement the Slack integration in Update 21A, you automatically use the finer-grained scopes and nothing changes for you.

Steps to Enable

If you're comfortable with the current coarser scope, you don't have to do anything.

If, on the other hand, you want to change to the new finer-grained scope, you must:

1. On the Slack website, navigate to the page where you manage your applications. Note that you must be an administrator of your Slack application.
2. You should see a banner at the top, indicating that you can start using a finer-grained scope. Click the link in the banner and follow the steps to upgrade your Slack app.
3. Now go to Setup and Maintenance on your CX Sales and B2B Service application.
4. Navigate to the Manage Communication Channels task.
5. Re-authorize your Slack channel. Once authorized, the integration starts using the finer scope.

Key Resources

• See the "Slack Channels" chapter in the Implementing B2B Service guide.

IMPORTANT Actions and Considerations

TAKE ADVANTAGE OF SUPERIOR PERFORMANCE OF GLOBAL SEARCH POWERED BY ADAPTIVE SEARCH

Oracle is switching global search to use Global Search Powered by Adaptive Search. All customers are required to make the switch in Update 21A. In the current release, Oracle is providing a new global search configuration that permits you to take advantage of the superior performance of the new technology right away.

Key Resources

• New customers should see the "Workspace and Adaptive Search" chapter in the Getting Started with Your Sales Implementation guide.
• Existing customers should refer to the "Search" chapter in the Implementing Sales guide.

IMPACT OF ADOBE FLASH PLAYER DESUPPORT ON OBJECT WORKFLOW BUSINESS PROCESSES

Adobe has announced that they will no longer support Flash Player after December 31, 2020, and all supported browsers for CX Sales will disable the Flash Player by that date. As a result, the Oracle Business Process Management (BPM) component in Application Composer will fail to render, preventing you from creating and updating object workflow approval flows. Existing approval flows aren't impacted, however, and will continue to work as designed.

Oracle expects to release an alternative BPM Composer with Update 21B. This new BPM Composer will also be available as an exception update to address the issue in updates 20D and 21A by the end of January 2021. (Target updates and dates are subject to change.)

Steps to Enable

The desupport of Flash Player will happen automatically on December 31, 2020. After this date, you won't be able to create and update approval flows in Application Composer, on the Business Processes page.

Currently deployed approval flows will not be impacted and will continue to process transactions as designed.

Key Resources

Refer to the Adobe Flash Player End of Life announcement for more information. Oracle will provide additional notifications regarding timing and availability of the new BPM Composer.

If you have an urgent requirement to create and update object workflow approval flows before the replacement feature is available, please undertake these changes prior to your browser no longer supporting Flash Player. If changes are needed after Flash Player is no longer supported by your browser, and before the replacement feature is available, please contact Oracle Support for assistance.

DEPRECATE TERRITORY PROPOSAL ASSOCIATION WITH QUOTA PLANS

Quota Plans Can Only be Synchronized with an Active Territory Hierarchy

Sales managers or administrators frequently make changes to active territories directly. These changes can also be done by using territory proposals

Currently, when a user has associated a draft proposal to a Quota Plan, the changes done to the territories as part of the draft proposal are also applied to the Quota Plan.

Beginning in Update 21C, quota plans can only be synchronized with an active territory hierarchy.

Prior to Update 21C, quota plans could be synchronized with both active and draft proposal territory hierarchies.

Territory proposal association with quota plans is being deprecated.

POST-UPDATE TASKS

Update Application Composer Customization 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 that require you to manually initiate the upgrade script for each of those customizations.

NOTE: Some upgrade tasks will not be removed from this page even after the upgrade is completed, as they are re-runnable for certain feature enhancements that are expected in future releases.

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.

1. Sign into the application. 
2. From the Navigator, select Sandboxes (under Configuration).
3. Create a new sandbox and set it as the active sandbox. The current active sandbox displays at the top of the application.
4. Go to: Navigator > Application Composer (under Configuration).
5. 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.

6. From the navigation tree on the left, under Common Setup, click Metadata Manager.
7. Click Metadata Upgrade.
8. 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.
9. Click OK in the confirmation dialog box. This process may take a couple of minutes. When the upgrade is done, the dialog box closes and the Upgrade Completed column shows an indicator.
10. Repeat steps 7-8 for each row in the list.
11. Repeat steps 4-8 for each application in the Application drop-down list in Application Composer.
12. Publish the sandbox. 

After the processes have completed, the application is ready to use.

Key Resources

• Read Prepare for Your Quarterly Update (Doc ID 2445338.1) on My Oracle Support to learn how to prepare for and validate your quarterly update.

Integrations