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Oracle Sales Cloud

What's New in Release 8

25 July 2014

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2 TABLE OF CONTENTS

OVERVIEW ... 4

RELEASE SUMMARY ... 5

GENERAL ENHANCEMENTS ... 10

ENHANCEMENTS FOR SALES REPS AND SALES MANAGERS ... 11

ANYTIME,ANYWHERE ACCESS... 11

Oracle Sales Cloud Mobile ... 11

Oracle Sales Cloud for Outlook ... 24

CTI Integration for Desktop UI ... 32

ACCOUNT AND CONTACT MANAGEMENT ... 35

Account Management ... 35

Contact Management ... 48

Household Management ... 61

PIPELINE AND FORECAST MANAGEMENT ... 62

Opportunity Management ... 62

Sales Forecasting ... 67

MARKETING AND LEAD GENERATION ... 70

Lead Management ... 70

Sales Campaigns ... 73

TEAM COLLABORATION ... 75

Oracle Social Network Integration ... 75

ENHANCEMENTS FOR SALES ADMINISTRATORS AND SALES MANAGERS ... 76

SALES ANALYTICS AND REPORTING ... 76

Sales Analytics ... 76

Audit Reporting ... 91

Sales Predictor ... 95

SALES PERFORMANCE MANAGEMENT ... 98

Territory Management ... 98

Quota Management ... 103

Incentive Compensation ... 106

ENHANCEMENTS FOR CHANNEL MANAGERS ... 116

PARTNER RELATIONSHIP MANAGEMENT ... 116

ENHANCEMENTS FOR SALES ADMINISTRATORS AND IMPLEMENTERS ... 122

EXTENSIBILITY ... 122

CUSTOMER DATA MANAGEMENT ... 132

Automerge Administration ... 132

Account and Contact Enrichment ... 135

Outbound Real-Time Integration ... 137

FILE BASED DATA IMPORT ... 139

SETUP AND MAINTENANCE ... 144

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3

Migrate Customizations ... 144

Master Geographies Load ... 148

Diagnostic Tools for Assignment Manager ... 151

Territory Management Setup ... 152

Resource ManagementChanges ... 158

PRE-UPGRADE CONSIDERATIONS ... 160

POST-UPGRADE CONSIDERATIONS ... 163

REVISION HISTORY ... 164

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4 OVERVIEW

This guide outlines the information you need to know about new or improved functionality in Oracle Sales Cloud Release 8. Each section includes a brief description of the enhancement, the steps you need to take to enable or begin using the enhanced feature, any tips or considerations that you should keep in mind, and the resources available to help you.

For known issues or changed behavior, please refer to the Oracle Applications Cloud Known Issues.

Keep in mind that system requirements may change from one release to another to accommodate new functionality. Please check the system requirements as you move to Oracle Sales Cloud Release 8.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send your feedback to us:

SALESCLOUD-PRODEX_WW@ORACLE.COM.

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5 RELEASE SUMMARY

Some of the new Release 8 enhancements are automatically visible to users after the upgrade and some require action from the user, the company administrator, or Oracle.

The table below offers a quick view of the actions required to enable each of the Release 8 features.

Action Required to Enable Enhancement

Enhancements Automatically

Available

End User Action Required

Administrator Action Required

Oracle Service Request Required General Enhancements

Global Universal Header for Desktop UI

and Tablet

Getting Started in Simplified UI Enhancements for Sales Reps and Sales Managers

Anytime, Anywhere Access

Oracle Sales Cloud Mobile

Support for Disconnected Mode

Integration with Oracle Social Network

Interactive Analytics

Enable Custom Child Objects

Create Customers

Enhanced Activity Management

Support for Saved Searches

Automatic Geocoding

Oracle Sales Cloud for Outlook

Outlook Configuration in App Composer Customers and Contacts as Favorites

Contact and Household Management

Online Lookup

Improved Synchronization

CTI Integration for Desktop UI

Web Chat

Phone Chat

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6 Action Required to Enable Enhancement

Enhancements Automatically

Available

End User Action Required

Administrator Action Required

Oracle Service Request Required Account and Contact Management

Account Management

Account Overview and Edit Page Improvements

Account Hierarchy Management

Assets and Product Recommendations

Business Relationship Management

Data Quality and Enrichment

Oracle Social Network Collaboration Embedded Reports and Analytics Extensibility for Accounts

Desktop UI Improvements

Contact Management

Contact Create Page Improvements Contact Search Improvements Contact Overview and Edit Page Improvements

Assets and Product Recommendations

Contact Relationship Management

Data Quality and Enrichment

Oracle Social Network Collaboration Embedded Reports and Analytics Simplified UI Configuration for Contact Management

Desktop UI Improvements

Household Management

Pipeline and Forecast Management

Opportunity Management

Yearly Time Periods

Lead Association

Automatic Assignment

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7 Action Required to Enable Enhancement

Enhancements Automatically

Available

End User Action Required

Administrator Action Required

Oracle Service Request Required

Opportunity Management (continued)

Attachments

Opportunity Close

Sales Forecasting

Marketing and Lead Generation

Lead Management

Lead-Opportunity Association

Mass Update

Sales Campaigns

Team Collaboration

Oracle Social Network Integration

Enhancements for Sales Administrators and Sales Managers Sales Analytics and Reporting*

Sales Analytics

Configurable Sales Dashboard

Historical Opportunity Trending

Historical Forecast Trending

Embedded Reports in Simplified UI Pre-built Reports for Leads,

Opportunities, Accounts, Forecast, and Partners

Pre-Built Reports For Activities

Custom Reports for Activities

Custom Reports for Opportunity Team

and Contacts

Custom Reports for Account Team Reporting on Contact Attributes Relationship Heatmap Reports Removed Opportunity Status Attributes Renamed

Audit Reporting

Sales Predictor

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8 Action Required to Enable Enhancement

Enhancements Automatically

Available

End User Action Required

Administrator Action Required

Oracle Service Request Required Sales Performance Management*

Territory Management

File Based Data Import and Export for

Territories

Unique Identifiers for Territories and Proposals

Territory Team Enhancements

Extend Territory Management with Application Composer

Quota Management

Incentive Compensation

Participant Commission Statement

Estimate Compensation

Export and Import Plans

View Process Log Detail

Simplified Calculation Process

Import Participant Goals

Import and Update Participant Detail Enhancements for Channel Managers

Partner Relationship Management

Optional Contract Implementation

Flexible Approvals

Partner Extensibility

Partner-to-Partner Relationships Assign Partner Companies to Territories

Optional Partner User Provisioning

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9 Action Required to Enable Enhancement

Enhancements Automatically

Available

End User Action Required

Administrator Action Required

Oracle Service Request Required Enhancements for Sales Administrators and Implementers

Configurability and Extensibility*

Extensibility

Dynamic Layouts

Configuring Subtabs

Actions Menu Configuration

Configuring Action Buttons

Configuring Links

Enabling Drill-Down Links

User Interface Text Customization

Customer Data Management

Automerge Administration

Account and Contact Enrichment

Outbound Real-Time Integration

File Based Data Import

Pre-Defined Import Mappings

Usability Enhancements

Improved Error Handling

Improved Logging

Setup and Maintenance

Migrate Customizations

Master Geographies Load

Diagnostic Tools for Assignment Manager

Territory Management Setup

Resource Management Changes

* Note: The sales analytics, extensibility, data management, and cloud enablement enhancements are automatically available to Oracle Sales Cloud administrators upon upgrade to Release 8, but

administrators must configure these features before end users see anything.

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10 GENERAL ENHANCEMENTS

GLOBAL UNIVERSAL HEADER FOR DESKTOP UI AND TABLET

The global header is redesigned to simplify and consolidate the main header functionality. It now has a single line header, all the links are replaced with icons, and menu contents for Personalization and Administration are moved under the user name drop down list. These updates do not introduce any functionality changes.

Below is a comparison of the global header in Release 7 and Release 8.

RELEASE 7

RELEASE 8

STEPS TO ENABLE

There are no steps necessary to enable these enhancements.

GETTING STARTED IN SIMPLIFIED UI

New Sales Representatives now have tools to help them get started with Oracle Sales Cloud. Five short videos and topic pages offer a quick orientation of these common tasks:

• Start your day in Oracle Sales Cloud

• Manage your accounts and contacts

• Create and qualify leads

• Manage your opportunities

• Collaborate with your sales team

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11 The Quick Start Guide, available from the first topic page, offers navigation basics in a printable format.

Click the Getting Started icon on the Home page to access these materials.

STEPS TO ENABLE

There are no steps necessary to enable these enhancements.

ENHANCEMENTS FOR SALES REPS AND SALES MANAGERS

The enhancements presented in this section directly affect the Sales Representative and Sales Manager job roles in the areas of:

 Anytime, Anywhere Access

 Account and Contact Management

 Pipeline and Forecast Management

 Marketing and Lead Generation

 Team Collaboration

ANYTIME, ANYWHERE ACCESS

ORACLE SALES CLOUD MOBILE

To access Release 8 mobile enhancements, users must download the newest version of Oracle Sales Cloud Mobile from the Apple App Store (iPhone and iPad), Google Play (Android) or your Oracle Sales Cloud instance

(Blackberry).

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12 For demonstrations of these enhancements, see the Oracle Sales Cloud Mobile Release Training.

SUPPORT FOR DISCONNECTED MODE

Oracle Sales Cloud Mobile now offers read-only access to Oracle Sales Cloud data in disconnected mode. So, you can be productive even without network access. To access specific records in disconnected mode, simply save your records locally on your mobile device. Additionally, Oracle Sales Cloud Mobile automatically stores all data recently accessed on your mobile device and makes it available to you when your device is in disconnected mode.

STEPS TO ENABLE

The first time each user goes into the Release 8 Oracle Sales Cloud Mobile application, they must configure offline access to keep offline data secure. This simple operation needs to be done only once. Send the instructions below to your Oracle Sales Cloud Mobile users.

For iOS (iPad and iPhone) users:

1. Open Oracle Sales Cloud Mobile on your device.

2. Swipe right to view the navigation menu.

3. Tap Configure Offline Access.

4. Tap the Install button.

5. Tap Install to accept the warning.

6. Enter the passcode for your device, if applicable.

7. Tap Done.

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13 This will download a profile on your device, which is used to secure the data for offline access. At any point, you can go to Settings > Profiles to view this certificate on your device.

For Android users:

1. From the Settings application, tap Security.

2. Tap Encrypt tablet/device/phone.

Note: The exact wording of the encryption command, and the navigation path, may vary by device and mobile carrier.

3. Enter a passcode for your device.

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14 TIPS AND CONSIDERATIONS

 Oracle Sales Cloud Mobile will automatically switch from online to offline mode and vice-versa seamlessly whenever connectivity is lost or regained. In addition, the navigation menu includes an option to Work Offline, so you can switch to disconnected mode manually.

 Read-only access is available offline, but you cannot create or edit records while in disconnected mode.

 Data saved locally on your device represents a snapshot of the data when the record was saved. If you make changes to a saved record in the Oracle Sales Cloud web application, those changes will not be reflected in the saved record on your mobile device, unless you access the record from your mobile device while connected to the network. Accessing the record will resave the data on your device.

 As the company administrator, you can choose to disable offline mode for your company or set security that Oracle Sales Cloud Mobile will enforce. For more details, see the How can I disable the off-line mode for Oracle Sales Cloud Mobile? topic in Applications Help.

 While working in offline mode, your Home page will only show objects that have locally saved data. For instance, if you have no saved leads, you will not see the Leads icon on the Home page while working offline.

 Disconnected mode is supported for iOS and Android devices only. Blackberry devices do not support disconnected mode.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

 See the Oracle Sales Cloud channel on YouTube for videos related to Oracle Sales Cloud Mobile.

 Information and resources are available in the Rollout Guide for Oracle Sales Cloud Mobile (My Oracle Support Doc ID 1540393.1)

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15 INTEGRATION WITH ORACLE SOCIAL NETWORK

You can now use Oracle Social Network to collaborate with your team on your lead, account, household, opportunity, or custom object records from Oracle Sales Cloud Mobile.

Tapping the View Conversation action on your mobile device opens the Oracle Social Network application with the conversation specific to the record you were viewing in Oracle Sales Cloud Mobile. That conversation shows record updates, team member posts, and any uploaded documents.

STEPS TO ENABLE

In order to use the View Conversation action in Oracle Sales Cloud Mobile, you must have the Oracle Social Network application installed on your device. You can download the Oracle Social Network application from Google Play (Android devices) or the Apple App Store (iOS devices) to use this enhancement.

TIPS AND CONSIDERATIONS

 Once you select the View Conversation action, Oracle Social Network will open on your mobile device.

You can then move between the Oracle Sales Cloud Mobile application and the Oracle Social Network application using the navigation capabilities of your device. For example, on an iOS device, you would double-tap the Home button.

 Oracle Social Network is available on supported Android and iOS devices, BlackBerry devices are not supported.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

For more information about Oracle Social Network, view the Mobile Devices chapter of the Using Oracle Social Network guide.

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16 INTERACTIVE ANALYTICS

Oracle Sales Cloud Mobile now offers interactive report navigation, including drill down navigation, embedded charts, and information expansion in tables.

Drill down navigation – You can drill down from a chart or report to another chart or report. For example, you can tap to see a report showing the opportunities in a given stage of a sales reps pipeline.

Embedded charts – You can view reports that have charts embedded within a report table. For example, you can view charts showing product line breakdowns for each region by year.

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17

• Information Expansion – You can now expand and contract the information within report tables to view more or less detailed information. For example, you can expand categories in a tree structure, like territories or products, to view the specific data for each level of the hierarchy.

STEPS TO ENABLE

The ability to use interactive analytics will be immediately available in R8. You will see the interactive elements described above on any reports already enabled for Oracle Sales Cloud Mobile that have these interactive elements.

To enable additional interactive analytics for Oracle Sales Cloud Mobile, refer to the instructions in the Oracle Sales Cloud Mobile Extensibility section of the Extending Sales guide.

TIPS AND CONSIDERATIONS

 Any charts and reports can be enabled for Oracle Sales Cloud Mobile, but BI dashboards cannot.

 There is no limit to the number of reports you can add to Oracle Sales Cloud Mobile.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

For more information about Oracle Sales Cloud Mobile extensibility, refer to the instructions in the Oracle Sales Cloud Mobile Sales Extensibility section of the Extending Sales guide.

 For information about building custom reports, see the Oracle Sales Cloud Reporting and Analytic Overview Guide (My Oracle Support Doc ID 1489288.1).

ENABLE CUSTOM CHILD OBJECTS

Using Application Composer, you can now create mobile pages to expose custom child objects. These custom child object pages will appear as related information tabs for any top-level standard or custom object. For example, you can add a custom service request object as a child of the accounts object. You may define mobile- friendly custom child objects with list and detail/edit views.

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18 Once you create the custom child object pages, they are available on all supported mobile platforms and devices.

STEPS TO ENABLE

There are no steps necessary to enable these enhancements. You can immediately begin creating custom child object pages in Application Composer.

The process for creating custom child object pages involves two steps. First you must create the child pages, then you must create the navigation link between the parent and child pages. For more information about Oracle Sales Cloud Mobile extensibility, refer to the instructions in the Oracle Sales Cloud Mobile Extensibility section of the Extending Sales guide.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

For more information about Oracle Sales Cloud Mobile extensibility, refer to the instructions in the Oracle Sales Cloud Mobile Sales Extensibility section of the Extending Sales guide.

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19 CREATE CUSTOMERS

Now you can create new Accounts, Contacts, and Households directly in Oracle Sales Cloud Mobile.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

 For more information about the Release 8 changes to Accounts and Contacts, see the Account Management and Contact Management Release Training.

ENHANCED ACTIVITY MANAGEMENT

Using Oracle Sales Cloud Mobile, you can now effectively manage your appointments, just like you can from the desktop application. For instance, you can:

 Log an interaction when viewing an appointment

 Create a follow-up task for an appointment

 Create an appointment or interaction from a task

 Create tasks or appointments from interactions

 Remove invitees from an appointment

 Remove assignees from tasks.

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20 When you create new interactions, tasks, and appointments from other activities, the information from the existing activity populates the fields in the new activity record. This saves time and makes it easier to log interactions and create new tasks and appointments.

STEPS TO ENABLE

There are no steps necessary to enable these enhancements.

TIPS AND CONSIDERATIONS

 When you create new follow-up, tasks, interactions and appointments from other activities, some fields and associations are completed for you. For instance, an interaction created from an appointment includes participants, description, and associated contacts from the appointment.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

SUPPORT FOR SAVED SEARCHES

You can now access the saved searches that you created in the web application from your mobile devices, providing faster access to important data. You can also search multiple fields and use search operators, such as:

equals, begins with, contains and ends with.

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21 Although the default record set is ‘Records I own’, you can search different record sets, like ‘Records in my

territory’, and ‘Records my subordinates own’.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 At this time, saved searches can be used but cannot be created or updated from Oracle Sales Cloud Mobile.

 The default record set is ‘Records I own’. To expand the search to see records owned by others, you must change the record set.

 In portrait mode on tablets and on smartphones, tap the magnifying glass icon to access saved searches.

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22 KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

For more information about Saved Searches, view the Saved Searches: Explained topic in Applications Help.

AUTOMATIC GEOCODING

With Oracle Sales Cloud Mobile, you can search for customers, contacts, leads and opportunities near your current location and view details about them. The AroundMe feature is now automatically available and

enhanced. When you enter a new address in Oracle Sales Cloud, the address is automatically geocoded, providing visibility into sales data near your current location.

STEPS TO ENABLE

Generating geocodes is the process of populating latitude and longitude information for a location or set of locations. You can generate geocodes for a specific geography or for all supported geographies.

You must also schedule the process to run periodically, so geocodes are generated for all new geographies on a regular basis.

Follow these steps to complete the Run Geocode Generation task for the first time after your Release 8 upgrade:

1. Go to Navigator > Setup and Maintenance.

2. Click the All Tasks tab.

3. Search for the Run Geocode Generation task, and in that task row, click Go to Task .

4. You may enter a country code, if you want to generate geocodes for a specific country. If you leave the Country Code field blank, geocodes will generate for all supported geographies.

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23 5. Click to select the Notify me when the process ends checkbox, so you can be sure that the process

completes.

6. Click the Submit button.

Follow these steps to schedule the Run Geocode Generation task for ongoing geocoding. Each time the task runs, Oracle Sales Cloud will generate geocodes for new or changed geographies, not all geographies, so the processing time will be shorter than the initial process.

Note: Geocoding will not happen automatically if you do not schedule this task.

1. Go to Navigator > Setup and Maintenance.

2. Click the All Tasks tab.

3. Search for the Run Geocode Generation task, and in that task row, click Go to Task . 4. Click the Advanced button.

5. You may enter a Country Code, if you want to generate geocodes for a specific geography. If you leave the Country Code field blank, geocodes will generate for all supported geographies.

6. Click the Schedule tab.

7. Select the Run Using a schedule option.

8. Select a frequency that works for your company, like daily or weekly.

9. Select a start date and time.

Note: Schedule the process to run during a time when application use is typically low, like 2:00AM.

10. Select an end date far in the future with a time that matches your start time.

11. Click to select the Notify me when the process ends checkbox, so you can see if the process ever fails.

12. Click the Submit button.

TIPS AND CONSIDERATIONS

 Geocodes will not be generated automatically if you do not schedule the Run Geocode Generation task to run periodically.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud Mobile Release Training.

Return to Release Feature Summary

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24 ORACLE SALES CLOUD FOR OUTLOOK

In order for your users to see the new Release 8 enhancements in Microsoft Outlook, you need to use a Release 8 version of Oracle Sales Cloud for Outlook. Refer to the Administer Sales Cloud for Outlook section of the Using Sales guide for more information about Outlook setup, including the information where you can download the new R8 Outlook client.

For demonstrations of the Oracle Sales Cloud for Outlook enhancements, see the Oracle Sales Cloud for Outlook Release Training.

OUTLOOK CONFIGURATION IN APPLICATION COMPOSER

You can now customize Oracle Sales Cloud for Outlook; in the same place you customize mobile pages, simplified pages, and desktop pages. Within Application Composer, you can customize layouts, configure data

synchronization settings, set up record level event validations, and configure installations settings.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 You can complete a majority of Outlook customizations directly in Application Composer. However, you will have to complete manual customizations, as supported in earlier releases, for any configuration items that are not available in Application composer, such as Outlook Toolbar Ribbon customization

(add/remove buttons). For more information, review Extending Outlook Pages using Application Composer (My Oracle Support Doc ID 1646113.1).

 Application Composer for Outlook does not support dynamic layouts.

 Outlook customizations completed prior to release 8 do not migrate to Application Composer automatically. You need to re-apply those customizations in Application Composer.

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25 Outlook does not support customizations to the Sales Account object using Application Composer.

Instead, you should use the Account object, if you want to add custom Account fields to Outlook pages. If you made customizations on the Sales Account object in Outlook prior to Release 8, you will need to re- create those Sales Account fields in the Account object in Application Composer in order to add them to Outlook pages. Then, log a Service Request to request that we move the data that already exists in these Sales Account fields to the newly created Account fields. For more information about customizing Outlook pages, review Extending Outlook Pages using Application Composer (My Oracle Support Doc ID 1646113.1).

KEY RESOURCES

For more information on how to use Application Composer to customize Outlook, review Extending Outlook Pages using Application Composer (My Oracle Support Doc ID 1646113.1).

 For a demonstration of this enhancement, see the Oracle Sales Cloud for Outlook Release Training.

For more information, refer to the Administer CRM for Microsoft Outlook section of the Using Sales guide.

CUSTOMERS AND CONTACTS AS FAVORITES

You can now mark your favorite accounts and contacts within Microsoft Outlook and use the My Favorites filter to find your critical records. You can also reduce synchronization times by only synchronizing favorites.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement for a Release 8 version of Oracle Sales Cloud for Outlook.

TIPS AND CONSIDERATIONS

 To minimize synchronization times, use favorites as a criterion for data synchronization. This filtering can be done at the company level by an administrator, or at the individual user level.

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26 KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud for Outlook Release Training.

For more information, refer to the Administer CRM for Microsoft Outlook section of the Using Sales guide.

CONTACT AND HOUSEHOLD MANAGEMENT

In Release 8, you can create and maintain B2C Contact and Household records in Outlook. You can also associate opportunities, leads, appointments, and tasks to Contact and Household records. These enhancements allow you to further your business-to-consumer sales directly from the Outlook interface.

For more information, see the Contact Management and Household Management sections of this document.

STEPS TO ENABLE

Follow these steps to enable the Household object for Outlook:

1. Go to Navigator > Customization > Application Composer.

2. Click Standard Objects > Household > Pages from the left navigation bar.

3. Click the Outlook Pages tab.

4. Click the Edit Group Form link.

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27 5. Click the Edit icon next to the Show as Folder checkbox, and click the checkbox to select.

6. Click Save and Close.

7. Create a Service Request to enable the Household object.

Follow these steps to enable the Contacts as B2C consumers for Outlook:

1. Go to Navigator > Customization > Application Composer.

2. Click Standard Objects > Contact > Pages from the left navigation bar.

3. Click the Outlook Pages tab.

4. Click the Edit Person Form link.

5. Click the edit icon in the right second region.

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28 6. Add the Prospect and Customer fields to the Selected Fields box.

7. Click Save and Close.

8. Click Done.

TIPS AND CONSIDERATIONS

 In Release 8, you can designate a contact as a customer or a prospect by selecting the checkbox in the Contact inspector form. Once you designate a contact as a customer, you cannot change it within the Outlook client. You must do that within the web application.

 The Contact Sales Team region only appears on the Outlook form when the contact is designated as a customer. There is no sales team for a prospect.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud for Outlook Release Training.

For more information, refer to the Administer CRM for Microsoft Outlook section of the Using Sales guide.

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29

For more information about extensibility, review Extending Outlook Pages using Application Composer (My Oracle Support Doc ID 1646113.1).

 For more information, see the Contact Management and Household Management sections of this document.

ONLINE LOOKUP

Now you can associate Outlook records with Oracle Sales Cloud data that has not been synchronized with Outlook, including:

 Contacts

 Customers

 Leads

 Opportunities

 Products

 Product Groups

 Resources

With these record associations, you don’t have to store as much data on the Outlook client, thus reducing Outlook synchronization times.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 You have to enter at least 3 characters in the search field to do a search. For instance, to find Pinnacle Technologies, you have to enter Pin in the name field.

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30 KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud for Outlook Release Training.

IMPROVED SYNCHRONIZATION

Synchronization performance has been improved in Release 8. You will see improvements in both initial and incremental synchronization of data between Oracle Sales Cloud and Outlook. Specifically, an attachment is now downloaded only when you open it, which reduces the data volume handled during synchronization and shortens the synchronization times. Once an attachment has been opened or saved locally, the attachment remains available locally, even when the user is offline, and the attachment content does not get downloaded again.

In addition, Oracle Sales Cloud for Outlook generates a diagnostics file that summarizes any synchronization issues, conflicts, and errors. This file can be automatically forwarded to a central network location or accessed by Sales Representatives or Sales Managers from the Outlook client.

STEPS TO ENABLE

Follow these steps to set up automatic log forwarding for your company:

1. Go to Navigator > Customization > Application Composer.

2. Click the Outlook Setup link from the Overview page.

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31 3. In the Client Events and Synchronization Report section, set the synchronization report parameters:

- Report Generation Level – Sets the type of information you want included on your synchronization report, including:

Report Generation Only

o The health report will be generated, but only stored on the user’s local machine

Report Generation and Upload to Network

o The health report will be generated and sent to the specified shared drive

Report Generation and Error Log Files Uploaded to Network Folder

o The health report will be generated and sent to the specified shared drive along with all the logs related to errors

Report Generation and All Log Files Uploaded to Network Folder

o The health report is generated and sent to the specified shared drive along with a complete set of all the Outlook logs (whether related to an error or not)

Disabled

o No health report will be generated

- Network Folder for Report Upload –Defines the folder (within your company file system) in which Oracle Sales Cloud for Outlook will save the synchronization report.

- Report Upload Time – Sets the time when the synchronization report will be run and saved.

TIPS AND CONSIDERATIONS

 When you define the network folder for the synchronization report upload, keep in mind that:

- The folder must be accessible from the Outlook Client. (If the folder can be accessed by a user, then it can also be accessed by Outlook).

- Credentials should not be required to access the folder.

KEY RESOURCES

 For a demonstration of this enhancement, see the Oracle Sales Cloud for Outlook Release Training.

For more information, refer to the Administer CRM for Microsoft Outlook section of the Using Sales guide.

Return to Release Feature Summary

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32 CTI INTEGRATION FOR DESKTOP UI

These new features are designed to make it easier to use Oracle Sales Cloud with your Call Center solution:

• Answer and transfer calls and chats from the customizable toolbar

• Benefit from configurable screen pops

• Interact with multiple people simultaneously

• IVR (Integrated Voice Response system ) Mapping

• Designate break status

• Accept calls made from both inside and outside Oracle Sales Cloud

For demonstrations of these enhancements, see the CTI Integration Release Training.

WEB CHAT

Web chat is a new communication channel for this release. Using Oracle Sales Cloud with Call Center client interface, you can now chat online from a toolbar. When specific phone numbers are associated with a customer, a Customer Information screen displays detailed information about the customer who is on the chat. Additionally, you can designate your break status so that calls are routed to the available agents.

PHONE CHAT

You can answer and transfer calls using the new phone chat toolbar. You can also place a caller on hold and engage with up to three other lines at the same time. This multitasking capability enables you to consult with experts and members of the account team on other lines.

Customer View

Agent View

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33 You can also accept calls from both inside and outside of Oracle Sales Cloud and can designate your break status so that calls are routed to the available agents based on the break code selection.

STEPS TO ENABLE

To enable Contact Center, follow these steps:

First, you will enable the Communicator Toolbar, Click-to-Dial and Call Logging.

1. From Navigator > Setup and Maintenance.

2. First, you will enable the Contact Center tool bar. Search for the Manage Contact Center Profile Options task, and in that task row, click Go to Task .

3. Click the following profile options and make sure they are set to “Yes”:

- ZCC_ENABLE_TOOLBAR_Y_N - ZCC_ENABLE_EH_CLICK_TO_DIAL

- ZCC_POP_INTERACTION_ON_OUTBOUND Next, you will set up a connector.

1. On the Setup and Maintenance page, search for the Manage Communication Connectors task, and in that task row, click Go to Task .

2. Create a new connector if it is not defined yet. Go to the Connector Types tab and click the New icon to create a new connector type.

3. Go to the Connectors tab. Click the New icon to add a new connector.

4. Enter the name of the connector in the Connector Name field.

5. From the Type drop down list, select the connector type that you just created. In our example, the connector type is Oracle Contact On Demand.

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34 6. Enter the description of the connector in the Description field.

7. In the Connector Details tab at the bottom of the screen, enter the correct parameters for your connector.

8. Click Save.

Lastly, you will define Contact Center user information.

1. On the Setup and Maintenance page, search for the Manage Agent Connector Settings task, and in that task row, click Go to Task .

2. Define an entry for each user to use the Contact Center feature.

TIPS AND CONSIDERATIONS

 The Communicator Toolbar can be used for both web chat and phone chat.

 The Contact Center toolbar works with 3rd Party Switch vendors. The complete set up requires a Systems Integrator to work with those switch vendors.

 Some 3rd party vendors have already created standard connectors to work with Oracle Sales Cloud.

Contact your vendor to find out if they have created one.

 Below is a list of partners to help you with integrating your Contact Center with Oracle Sales Cloud.

- Certified: Avaya, Five9 , Interactive Intelligence, Converge One (formally SimpliCTI), Twilio - Committed: 8x8, Inc. ,SYNETY, Group Plc Enghouse Interactive (Syntellect Inc.)

- Interested potentials: AMC Technology, Genesys, VanillaSoft ,Vocalcom

 Users may engage in up to four simultaneous Interactions.

 You can create connectors for any CTI vendor and customize the Toolbar Controls in Oracle Sales Cloud to match the available switch features on your IVR. You can include switch features like transfer and

simultaneous interactions.

 To cut response time, you can use groovy scripts to customize screen pops that navigate users to any Oracle Sales Cloud page.

 The screen pop engine uses a set of tokens to determine which task flow to invoke, and to correctly pass the right parameters to the task flow. This presents a problem when you have two or more pre-existing IVRs that might pass different tokens (for example, one uses Account_number and the other uses Account_No). Using the IVR mapping feature, the token names (variable names) from different IVRs can be mapped into a single set of names that can be used by the screen pop engine and other CRM

applications.

KEY RESOURCES

 For demonstrations of these enhancements, see the CTI Integration Release Training.

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35

 For more information about Contact Center feature, refer to the following documents:

- Define WebLogic Communication Services Configuration section in the Implementing Sales guide - Define Enhanced Click-to-Dial section in the Using Sales guide

Return to Release Feature Summary ACCOUNT AND CONTACT MANAGEMENT

ACCOUNT MANAGEMENT

In Release 8, Customers are now Accounts. An account is an organization or company that you want in your records for sales purposes. Account types may be:

• Customer – An account to whom you are actively selling or to whom you have sold previously. This was a Sales Account in Release 7.

• Prospect – A new account to whom you plan to sell.

Consumers are no longer part of the Account object. Now, individuals to whom you sell directly (formally referred to as consumers) are contacts, and are thus included as part of the Contacts object.

The following is a further outline of the changes to account management in Release 8:

Release 7 Release 8

Customers included all organizations and individuals to

whom you sold. Accounts include organizations to whom you sell,

but do not include individuals.

When creating a new customer, you selected Customer or

Consumer. There is no initial selection in Release 8. All

companies are accounts and all individuals are contacts.

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36

Release 7 Release 8

All Customers were designated as Sales Accounts. Accounts may be Customers or Prospects.

The standard lists on the Customers page were ‘My Sales

Accounts’ and 'My Team and Territory Sales Accounts'. The standard lists on the Accounts page are ‘My Accounts’ and 'My Team and Territory Accounts'.

In Application Composer, the account-related object was

‘Trading Community Organization Profile’. The object is now called ‘Account’.

For demonstrations of the following enhancements, see the Account Management Release Training.

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37 ACCOUNT OVERVIEW AND EDIT PAGE IMPROVEMENTS

The Account Overview page in the Simplified UI now offers more detail, including assets, product

recommendations, relationships, and interactions. When you edit your accounts, you can now add and manage multiple attachments, delete an account record, and see a Do Not Contact warning on the account phone, email, and address fields.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 The term ‘Account’ is common in CRM applications; however, you may use User Interface Text Customization to change this label in Oracle Sales Cloud to meet your business needs.

 The term ‘Customer’ will still appear on some pages, such as the Opportunities, Tasks, Appointments, and Interactions pages. In those cases, customers may be accounts or contacts to whom you sell directly. You can also continue to search Customers and manage Customers in the Release 8 desktop UI.

 The following fields will no longer appear on the Account Create and Account Edit pages after the Release 8 upgrade. You must go to Application Composer to add these fields to the pages, if necessary.

Account Create page Account Edit page

 DUNS Number

 Organization Size

 Stock symbol

 Fiscal Year End Month

 D&B Credit Rating

 Phone

 Fax

 Stock Symbol

 Fiscal Year End Month

 D&B Credit Rating

 Phone

 Fax

 E-Mail

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38

 The Legal Entity checkbox no longer appears on the Account Create and Account Edit pages, after the Release 8 upgrade. You can go to Page Composer to add the field to these pages, if necessary.

 The Address Line 3 field no longer appears on the Account Create page, after the Release 8 upgrade. To add the Address Line 3 field, review Account Pages: Exposing Hidden Regions and Fields in Simplified UI (My Oracle Support Doc ID 1664271.1).

 The Primary Contact and Address regions have been rearranged on the Account Edit page to enable dynamic layout extensibility. Go to the Simplified Pages tab in Application Composer to verify that all fields in the Account Details page default layout are optimal for your business needs.

KEY RESOURCES

 Oracle Sales Cloud: Performing Your Upgrade (My Oracle Support Doc ID 1586925.1)

 For a demonstration of this enhancement, see the Account Management Release Training.

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39 ACCOUNT HIERARCHY MANAGEMENT

In addition to identifying the parent account, you can now view, manage, and print the full account hierarchy in user-friendly chart and list views.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 Standard account hierarchy rules have been removed, so you can add prospect accounts and customer accounts at any level in the account hierarchy to fit your business needs.

KEY RESOURCES

 For a demonstration of this enhancement, see the Account Management Release Training.

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40 ASSETS AND PRODUCT RECOMMENDATIONS

Now you can see which assets your accounts own and can get intelligently derived product recommendations from the Account Overview page. You can also manage the full list of owned assets on the Assets tab and can see all product recommendations with recommendation reasons on the Recommendations tab.

The recommendations are based on rules that you build in Sales Predictor. You may build rules that evaluate potential sales based on account profile data, assets, opportunities, or other attributes.

STEPS TO ENABLE

There are no new steps necessary to enable assets or product recommendations in the Simplified UI.

TIPS AND CONSIDERATIONS

 Product recommendations rely on rules that are built in Sales Predictor. If you already use Sales Prediction rules to generate product recommendations in the Desktop UI, there is no additional setup that you need to do.

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41 KEY RESOURCES

 For a demonstration of this enhancement, see the Account Management Release Training.

 For more information about Sales Predictor and product recommendations, see these documents:

- Analyze Sales section in the Using Sales guide.

- Define Sales Prediction Configuration section in the Implementing Sales guide.

BUSINESS RELATIONSHIP MANAGEMENT

The Release 8 Simplified UI now shows a more holistic view of your accounts’ relationships. The Relationships tab offers a place to track account-to-account, and account-to-contact relationships.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 The Relationships tab is also available for Contacts, so you can track contact-to-contact relationships.

KEY RESOURCES

 For a demonstration of this enhancement, see the Account Management Release Training.

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42 DATA QUALITY AND ENRICHMENT

The Release 8 Simplified UI now includes address verification, duplicate matching, and data enrichment to help you keep your account data accurate and complete.

Oracle Sales Cloud uses robust matching algorithms, including exact and fuzzy match, to find duplicates. You can choose to create new accounts or select existing accounts directly from the duplicate notification.

Address verification helps you validate and correct addresses, so you can make sure you have the right information for your accounts and contacts.

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43 You can also improve account and contact data quality using Oracle Social Data and Insight Cloud Service.

STEPS TO ENABLE

If you have already set up address verification and duplicate matching for accounts in the Desktop UI, there is no additional setup that you need to do.

TIPS AND CONSIDERATIONS

Data Quality requires additional licensing.

KEY RESOURCES

 For a demonstration of this enhancement, see the Account Management Release Training.

 To learn how to enrich your account and contact data using Oracle Social Data and Insight Cloud Service, see the Account and Contact Enrichment section.

For more information about data quality, refer to the Define Data Quality section in the Implementing Customer Data Management guide.

ORACLE SOCIAL NETWORK COLLABORATION

Collaborate with your team, share documents, and stay informed about updates to your accounts in real time, directly from the Conversations tab within your Account records.

See the Team Collaboration section of this document for more information.

TIPS AND CONSIDERATIONS

 You must enable the Account object for Oracle Social Network in Release 8. See the Steps to Enable in the Team Collaboration section for more information.

 If you had enabled the Sales Account object for Oracle Social Network in Release 7, you can access existing Sales Account conversations as well as Account conversations.

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44 EMBEDDED REPORTS AND ANALYTICS

Add up to 3 analytics tabs on the Account details pages. Each of these analytics tabs shows standard or custom reports in context. As an administrator, you can embed any reports that your sales teams need. Consider these two new reports, which are available standard with Release 8, as additions to the Account pages:

 Customer Asset Analysis

 My Top Accounts by Opportunities

For more information, see the Embedded Reports in Simplified UI topic in the Sales Analytics section of this document.

EXTENSIBILITY FOR ACCOUNTS

In Release 8 Application Composer, the ‘Trading Community Organization Profile’ object is now the ‘Account’

object.

Use the new Custom Subtabs and Dynamic Layout features for the Account object to create a complete and customized view of your accounts. Your account pages can be tailored for individual business roles, to streamline your sales process and improve user adoption.

For more information, see the Dynamic Layouts and Configuring Subtabs topics in the Extensibility section of this document.

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45 DESKTOP UI IMPROVEMENTS

Using the Oracle Sales Cloud Desktop UI, you can:

 Customize the Sales Account Territory region on the Account Team node using Application Composer.

 View and update account and contact source system information in the OSR node.

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46

 Configure customer tree nodes for accounts, contacts, and households in the Manage Customer Tree setup task.

 Use a new profile option to disable territory assignment after a batch import.

In addition, managers have automatic visibility into their team’s accounts. Consequently, no additional work is required to grant visibility when an organization is restructured.

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47 TIPS AND CONSIDERATIONS

 While the Basic Information region is available on the Account Profile, as in Release 7, the Basic Information region was removed from the Account Details tree nodes in Release 8. This enables more space for content in the Account tree nodes, such as Contacts, Team, and Opportunities.

 The Show More link was removed from the Account Profile to allow you the flexibility to configure any of the account fields on the Account Edit page. If you want to show fields previously in the Show More area, you must use Application Composer to add the fields on the page. For instructions, see Account Pages:

Exposing Hidden Regions and Fields in Desktop UI (My Oracle Support Doc ID 1664212.1).

STEPS TO ENABLE

There are no steps necessary to enable these enhancements.

To disable territory assignment after a batch import, you must set the ZCA_BATCH_ASSIGN_ON_BULK_IMPORT profile option:

Follow these steps to disable or enable territory assignment after a batch import:

1. Go to Navigator > Setup and Maintenance.

2. Click the All Tasks tab.

3. Search for the Manage Customer Center Profile Options task and, in that task row, click Go to Task . 4. Click the link to access the ZCA_BATCH_ASSIGN_ON_BULK_IMPORT profile option.

5. In the Profile Option Levels section, select or deselect the Enabled check box.

6. Click Save and Close.

KEY RESOURCES

 For a demonstration of this enhancement, see the Account Management Release Training.

Return to Release Feature Summary

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48 CONTACT MANAGEMENT

Contacts now include people related to accounts and people to whom you sell directly. Consumers, which were part of the Customers object in Release 7, were moved to the Contacts object in Release 8. This change allows you to create, search, and manage contacts to whom you sell directly and business contacts in one place.

The following is a further outline of the changes to contact management in Release 8:

Release 7 Release 8

Contacts to whom you sold directly were Consumers (in the Customers object) and business contacts were Contacts.

All contacts to whom you sell directly and your business contacts are Contacts.

When creating a new individual to whom you sold directly, you selected Create Consumer from the Customers object in Release 7.

When creating a new business contact in Release 7, you selected Create Contact from the Contact Object.

You create a new Contact for all business contacts and any contacts to whom you sell directly.

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49

Release 7 Release 8

The standard lists on the Contacts page were:

• My Key Contacts

• My Customers' Contacts

• Contacts I have interacted with last week

The standard lists on the Contacts page are renamed to:

• My Favorite Contacts

• My Business Contacts

• ‘Contacts I have interacted with last week’

is removed

To remove lists on the Contact List page, review Contact Pages: Adjusting Layouts in Simplified UI for Consumers and Contacts (My Oracle Support Doc ID 1664324.1).

The standard lists on the Customers page for consumers were ‘My Sales Accounts’ and 'My Team and Territory Sales Accounts'.

Those lists are hidden in the Contact List page by default.

To add lists on the Contact List page, review Contact Pages: Adjusting Layouts in Simplified UI for

Consumers and Contacts (My Oracle Support Doc ID 1664324.1).

In Release 7 Application Composer, the Contact-related objects are:

• Trading Community Person Profile

• Trading Community Customer Contact Profile

In Release 8 Application Composer, the contact- related objects are renamed:

• Trading Community Person Profile is now Contact

• Trading Community Customer Contact Profile is now Customer Contact Profile

For demonstrations of the following enhancements, see the Contact Management Release Training.

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50 CONTACT CREATE PAGE IMPROVEMENTS

You can now create all contacts in one place. You have the ability to customize the Create Contact page layout to meet your business needs. The default layout for the Release 8 Simplified UI is optimized for business contact management.

The following picture shows a Create Contact page that is configured for contacts to whom you sell directly:

STEPS TO ENABLE

There are no steps necessary to enable the Create Contact page for business contact management. However, some configuration is needed to manage contacts to whom you sell directly. Refer to the Simplified UI

Configuration for Contact Management section of this document for more information.

TIPS AND CONSIDERATIONS

If you are upgrading from the Release 7 Desktop UI to the Release 8 Simplified UI:

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51 - The Release 8 Simplified UI is new for your company, so you will need to go to the Simplified

Pages tab for the Contact object in Application Composer to configure the pages for your business needs.

If you are upgrading from the Release 7 Simplified UI to the Release 8 Simplified UI:

- Your customizations will be preserved to the greatest extent possible. However, you will need to verify your configurations in Release 8 to be sure that all fields and layouts are optimal for your business needs. For more information and instructions, review Contact Pages: Adjusting Layouts in Simplified UI (My Oracle Support Doc ID 1664324.1).

KEY RESOURCES

 Oracle Sales Cloud: Performing Your Upgrade (My Oracle Support Doc ID 1586925.1)

 For a demonstration of this enhancement, see the Contact Management Release Training.

CONTACT SEARCH IMPROVEMENTS

Since all business contacts and contacts to whom you sell directly are now together, you can find the contacts you need in one place. Simply click the Search icon from the Contacts page.

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52 STEPS TO ENABLE

There are no steps to enable this enhancement.

KEY RESOURCES

 For a demonstration of this enhancement, see the Contact Management Release Training.

CONTACT OVERVIEW AND EDIT PAGE IMPROVEMENTS

The Contact Overview page in the Simplified UI now offers more detail, including leads, opportunities, and interactions. In addition, for contacts to whom you sell directly, you now have assets and product

recommendations on the Contact Overview page. When you edit your contacts, you can add and manage multiple attachments, delete contact records, and see a Do Not Contact warning on the contact phone, email, and address fields. You can also create a more complete view of your contacts with new job title, affinity, and buying role fields.

STEPS TO ENABLE

There are no steps necessary to enable the Create Contact page for business contact management. However, some configuration is needed to manage contacts to whom you sell directly. Refer to the Simplified UI

Configuration for Contact Management section of this document for more information.

TIPS AND CONSIDERATIONS

If you are upgrading from the Release 7 Desktop UI to the Release 8 Simplified UI:

- The Release 8 Simplified UI is new for your company, so you will need to re-do all UI-level configurations.

- For B2C deployments, custom child objects of Sales Accounts will not appear in the Simplified UI.

If you are upgrading from the Release 7 Simplified UI to the Release 8 Simplified UI:

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53 - Your customizations will be preserved to the greatest extent possible. However, you will need to

verify your configurations in Release 8 to be sure that all fields and layouts are optimal for your business needs. For more information and instructions, review Contact Pages: Adjusting Layouts in Simplified UI (My Oracle Support Doc ID 1664324.1).

- The Overview page for a contact no longer has a Purchasing Profile section or relationship- specific address or phone information.

- The Overview page for a contact has a new Opportunities section to show open opportunities and leads with direct links to the corresponding tabs. There is also a new Products section to show assets and recommendations with direct links to the corresponding tabs.

- The Edit Profile page for Contacts is different. Some regions and fields have been re-ordered, renamed or removed. In addition, you will need to verify your configurations in Release 8 to be sure that all fields and layouts are optimal for your business needs. For more information and instructions, review Contact Pages: Adjusting Layouts in Simplified UI (My Oracle Support Doc ID 1664324.1).

KEY RESOURCES

 Oracle Sales Cloud: Performing Your Upgrade (My Oracle Support Doc ID 1586925.1)

 For a demonstration of this enhancement, see the Contact Management Release Training.

ASSETS AND PRODUCT RECOMMENDATIONS

Now you can see which assets your households and contacts own and can view and manage the full list of assets on the respective Assets tabs, for B2C deployments.

In addition, you can intelligently derive product recommendations from the Contact Overview page and can see all product recommendations, with recommendation reasons, on the Recommendations tab. These

recommendations are based on rules that you build to most accurately predict your sales. You may build rules that evaluate potential sales based on contact profile data, assets, opportunities, or other attributes.

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54 STEPS TO ENABLE

There are no new steps necessary to enable assets or product recommendations in the Simplified UI.

TIPS AND CONSIDERATIONS

 Product recommendations rely on rules that are built in Sales Predictor. If you already use Sales Prediction rules to generate product recommendations in the Desktop UI, there is no additional setup that you need to do.

KEY RESOURCES

 For a demonstration of this enhancement, see the Contact Management Release Training.

 For more information about Sales Predictor and product recommendations, see these documents:

- Analyze Sales section in the Using Sales guide

- Define Sales Prediction Configuration section in the Implementing Sales guide

CONTACT RELATIONSHIP MANAGEMENT

With the new Relationships tab, you can view, create, and edit multiple business and personal relationships for a contact in one place.

STEPS TO ENABLE

There are no steps necessary to enable this enhancement.

TIPS AND CONSIDERATIONS

 In prior releases, a contact associated with multiple accounts would show as multiple contacts because the contact record for each associated account was shown separately. In Release 8, you can see such multiple account associations within the relationships tab of one contact record.

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