Oracle Engagement Cloud - Sales and Service
New Feature Summary
  1. Update 19B
  1. Revision History
  2. Overview
  3. Sales
    1. Core Sales Force Automation
        1. Campaign Views in Engagement Cloud
        2. Simplified Sales Forecasting
    2. Sales Analytics
        1. Object Activity User Adoption Reporting
        2. Opportunity Note Reporting
    3. CX Cloud Mobile
        1. Activity Subtype as a Standard Field
        2. Ability to Hide Details Page Layouts Overview Section
        3. Custom Scripts in CX Cloud Mobile
    4. Sales Cloud for Office 365
        1. Support for Service Requests
        2. Enhanced Sync Status Feedback in Client 
        3. Automatic Creation of Equivalent Records in Office 365 During Engagement Cloud Record Creation
  4. Customer Data Management
        1. Support for DFFs on Customer Account Site Purpose Field
        2. RESTful Service to Create and Manage Users as Resources
  5. Adaptive Search
    1. Workspace for Sales and Service
        1. Configuration UI for Global Search Powered by Adaptive Search
        2. Default Subtab Navigation from Workspace List Page
        3. Configure Standard Columns for Company-Defined Child Objects
        4. One-to-Many Relationships for Company-Defined Objects
        5. Workspace for Service
    2. Adaptive Search for CX Cloud Mobile
        1. Adaptive Search in CX Cloud Mobile
  6. Service
    1. Service Request Management
        1. Apply Multiple Action Plan Templates to Service Requests
        2. Action Plans - Multi Business Units and Striping
        3. Installed Base Assets for Service
        4. Asset-Based Entitlements
        5. IoT Integration Support for Installed Base Assets
    2. Knowledge Management
        1. Article Popularity
        2. Article Status
        3. Product, Category, and Content Type Search Filters
        4. Knowledge Article Like/Dislike Ratings
        5. Knowledge Management Historical Metrics Subject Area
    3. Service Channels
        1. Cobrowse Integration with Live Window
        2. Display Previous Service Request Messages in the Email Body
    4. Digital Customer Service
        1. Popular Knowledge Articles
        2. Rate Knowledge Articles
        3. Knowledge Article Published Date
        4. Chat Transcript Download
        5. Recent Selections in Product and Category Selectors
        6. User Friendly Dates and Times in Service Requests
        7. Cobrowse Integration with Chat
    5. Field Service Integration
        1. Field Service Work Order REST APIs
  7. Sales Performance Management
    1. Incentive Compensation
        1. Incentive Compensation Rate Table Reporting
        2. Participant Plan Number
        3. RESTful Services to View, Build, and Maintain Incentive Compensation Business Objects
        4. Global Rule Qualifiers Setup
        5. Obsolescence Notice: Payment Export
  8. Enterprise Contracts
        1. Manage Simplified Contract Terms as a DOCX File
  9. Configuration
    1. Security
        1. Access Explorer
    2. Integrations
        1. Account Sync Between Financials and Engagement Cloud

Update 19B

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 Feature Notes
21 JUN 2019 Simplified Sales Forecasting Updated document. Revised feature information.
26 APR 2019 Manage Simplified Contract Terms as a DOCX File Updated document. Delivered feature in update 19B.
08 MAR 2019   Created initial document.

Overview

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

DISCLAIMER

The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.

This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.

Sales

Core Sales Force Automation

Campaign Views in Engagement Cloud

Sales representatives and Sales Managers can view meaningful information about marketing campaigns and campaign members from the Campaigns user interface (UI). For example, they can use the campaign summary data to view associated leads, contacts, opportunities, and revenue amounts.

Administrators can easily determine the effectiveness of a campaign by viewing the Campaign Return on Investment (ROI) report from the Campaigns landing page.

Simplified Sales Forecasting

Set up resource-based sales forecasting with a single click using the Configure Simplified Sales Forecasting page. This setup enables resource-based sales forecasting to automatically create territories using the resource hierarchy, thereby eliminating complex territory setup. It also automates owner-based assignment of opportunities for a streamlined setup experience.

Please contact support before enabling this feature, if your implementation already has territories configured.

Sales Analytics

Object Activity User Adoption Reporting

As part of User Adoption analytics, report on Object Activity metrics by users, such as number of records created or the number of records updated. Analyze how frequently users are creating and updating records in the application to better understand trends and patterns in object activity by all users in your organization. Additionally, correlate user login metrics, such as the number of active days, along with object activity metrics to correlate and understand productivity and usage post-login.

Opportunity Note Reporting

Report opportunity note information using a new subject area called Sales - CRM Opportunity Note. This subject area allows reporting of notes captured in an opportunity record.

CX Cloud Mobile

Activity Subtype as a Standard Field

The Activity Subtype field provides sales managers and partner sales managers with more granular control of the Activity Type values so they can accurately track sales performance by activity. Once an administrator creates Subtype values and defines Type-to-Subtype mappings, sales representatives benefit from pre-filled Type and Subtype values, reducing time-consuming data entry and other data entry errors.

With the addition of the Activity Subtype as a standard field, you can:

  • Create values for the Subtype field depending on the Type value, allowing you to track sales performance by activity.
  • Define relationships between the two values.
  • Auto-populate the Type and Subtype values for auto-created tasks, such as logging calls, and follow-up activities created in the context of an activity, like creating a call report or a follow-up appointment or task.
  • Auto-populate supplied values from the parent activity when you create a call report or a follow-up appointment or task.
  • Search for specific activity subtypes.

Ability to Hide Details Page Layouts Overview Section

Hide the overview section that appears at the top of detail page layouts for standard objects in CX Cloud Mobile. The overview section that appears at the top of detail page layouts is not configurable, so if there are fields in the overview section that you're not using, you can hide the overview section so that it doesn't appear.

Custom Scripts in CX Cloud Mobile

Write custom scripts for Oracle CX Cloud Mobile so that custom validations and business logic can be enabled within the app, in both online or offline modes. You can write scripts for the following events for any object:

  • On Create
  • Before Save
  • After Save
  • On Field Change

Scripts can be applicable to all users or to users in specific regions or countries.

Sales Cloud for Office 365

Support for Service Requests

End users can review and manage service requests associated with accounts and contacts.

Enhanced Sync Status Feedback in Client 

In the client, users can view information about the last sync from the client to Oracle Engagement Cloud. Details include whether the sync completed successfully or if any issues were encountered during the sync.

Automatic Creation of Equivalent Records in Office 365 During Engagement Cloud Record Creation

When users create tasks, appointments, or contacts in Oracle Engagement Cloud, the records are also created within Office 365, with no synchronization required.

Customer Data Management

Support for DFFs on Customer Account Site Purpose Field

Create and expose Descriptive Flexfields (DFFs) on the Customer Account Site Purpose Field in the Oracle Financials Cloud UI.

RESTful Service to Create and Manage Users as Resources

Use the Resource Users RESTful web service to create and manage users as resources. More capabilities have been added for better management of resource users to suit various business needs and to facilitate integration.

With the Resource User RESTful service, now you can:

  • Convert an existing worker to a resource.
  • Create standalone resources.
  • Create top user and root node creation (top of hierarchy).
  • Manage individual resource roles.
  • Support nonsales usage for resource user management.

NOTE: Future-dated transactions not supported.

Adaptive Search

IMPORTANT: Adaptive Search is available only to an initial set of early adopters. If you are interested in becoming an early adopter, apply for access on the Engagement Cloud - Search and Workspace User Experience forum on Oracle Cloud Customer Connect.

Workspace for Sales and Service

Configuration UI for Global Search Powered by Adaptive Search

Configure which objects to enable and the attributes to display in global search results. These enhancements improve search capabilities and allow search results to display in a more relevant format, all of which improve and speed customers' search tasks.

Default Subtab Navigation from Workspace List Page

Administrators can set any subtab as the default tab in the company-defined detail page layout of standard and company-defined objects. Drill down from workspace list page will set the focus on the modified default subtab. This provides the user with the most relevant information based on their role that is required for their day-to-day operation and ensures consistent behavior when navigating to the details page of the standard and company-defined objects.

Configure Standard Columns for Company-Defined Child Objects

For company-defined child objects, you can configure standard WHO columns like Created By, Created Date, Updated By, and Updated Date for Workspace search. Including these columns in the Workspace search gives users a richer application experience.

One-to-Many Relationships for Company-Defined Objects

Company-defined, one-to-many relationships created between standard objects and company-defined objects are available in adaptive search. The availability of these relationships in search lets users include the related objects in their searches when the parent object is searched, thus providing cross-referenced results.

Workspace for Service

Service Requests Available in Workspace

In this release, the Service Request object is now available within the search UI for the Workspace. The search capability within Workspace enhances the search experience by optimizing the performance of search results, adding support for keyword searches, and making it easier to run searches across different objects. Workspace combines Service Request searches with other key sales objects, such as Accounts, Contacts, Assets, Activities and Custom Objects.  

Enhanced Dynamic Tab Support

The Workspace user experience enables agents to interact with multiple records simultaneously through top level dynamic tabs in order to save time accessing related information about a service interaction. With this release, top level dynamic tabs can be opened for Service Requests, Accounts, Contacts, Assets, Activities and Custom Objects, with each supporting nested dynamic tabs.

As an example, when an agent opens an Account record as a top-level dynamic tab and then drills into other linked objects associated to that Account, such as the Primary Contact or Service Request, the agent will see these objects open in a nested dynamic tab. When a new nested tab is opened, it is brought into immediate focus and becomes the active tab. The user can easily keep the work area organized while handling multiple interactions, seamlessly switching contexts between interactions.

Adaptive Search for CX Cloud Mobile

Adaptive Search in CX Cloud Mobile

Enable the use of CX Search APIs in the CX Cloud Mobile app, so that you're able to search multiple fields, rather than just a single field. Using CX Search APIs also improves search performance.

NOTE: This feature requires that Adaptive Search be configured in Oracle Engagement Cloud and then also enabled for CX Cloud Mobile. Currently, Adaptive Search in CX Cloud Mobile can be enabled for object list views and object pickers only

Service

Service Request Management

Apply Multiple Action Plan Templates to Service Requests

Within a service request, agents now have the ability to apply multiple Action Plan templates to the same service request. This enables service request owners to add additional steps to the action plan based on the evolving circumstances of a service issue.

Each action plan template can be applied at any time during the service request lifecycle. The user can associate multiple templates at the same time by using multi-select, or the user can apply each template incrementally over time whenever new steps are warranted. The template selector also allows the user to determine the order to execute the selected templates. Once a template is applied to the SR, that group of actions is presented as a new row on the main action plans subtab, and the user can drill into that row to see the multiple steps that were created a result of that template.

Action Plans - Multi Business Units and Striping

As an administrator for Action Plan templates, you can create separate actions and templates for each business unit (when multi-BU functionality is enabled). This allows each service organization to use its own set of templates aligned to its business practices. Additionally, if both CRM Service and Employee Help Desk are being deployed within the same application instance, the administrator can manage separate templates between the CRM Service Center and Employee Help Desk.

Installed Base Assets for Service

Installed base assets represent customer assets and utilize the common asset model in Oracle Fusion Applications. If you are an Oracle Cloud customer that uses Installed Base Assets for other processes such as Supply Chain, Service Logistics, Service Contracts, or IOT, you may want to use the same asset model for your service request and work order process. In this release, you now have the option to associate Service Requests and Work Orders to an installed base asset that is being serviced. 

A new Installed Base Asset picker is available to add to the Edit Service Request page layout and Edit Work Order Page layout. This sets the Installed Base Asset ID on the service transaction, which can then be passed to downstream applications such as Field Service or Service Logistics.

The Installed Base Asset object also now appears in Application Composer where it provides some extensibility support.

Asset-Based Entitlements

Service Entitlements drive Service Request milestone deadlines using coverages that are applied either globally or to a specific customer. In conjunction with the ability to utilize installed base assets on service requests and work orders in this release, Service Entitlements now supports the ability for coverages to be applied only to specific assets, through the use of Service Contracts.

Customers using Service Contracts can specify the standard coverage on a contract line and identify which installed base assets are covered. When an installed base asset is selected on a service request, any contract-based coverages for the asset will now be applied to the SLA milestone determination. For any service requests without a covered asset, the existing global and customer default coverages still apply.

IoT Integration Support for Installed Base Assets

Integration with Oracle's Internet of Things (IoT) cloud service allows companies to create service requests when IoT raises an incident in the course of monitoring IoT-enabled assets. In conjunction with the ability to utilize installed base assets on service requests and work orders in this release, the IoT integration has been updated to specify the installed base asset on the service request being created. For customers that have not opted-in to use installed base assets, the existing integration will continue to function with no changes.

Knowledge Management

Article Popularity

This release introduces a new measure of the value of a knowledge article: popularity. The popularity measure is based on the number of times that agents and end-customers view an article. Developers can use the REST API to retrieve a list of articles sorted by the popularity measure. This allows customers to present a popular topics list on pages that display knowledge to agents and end-customers.

Article Status

Customers now can define their own article status values to help them manage and monitor the progress of knowledge articles throughout the business life cycle. This feature includes pre-defined statuses that authors can use immediately once the feature is enabled. Knowledge managers can also create, edit, and delete article statuses specific to their applications.

Product, Category, and Content Type Search Filters

This release introduces new product, category, and content type filters for My Knowledge to help agents and general users find the information they need more quickly. Users can limit their search results to see only content for a single product, category, or a single type of article.

Filters improve the search experience by enabling users to quickly focus on the products and categories that they are interested in, and the types of articles that contain the information they need. A knowledge manager or administrator must enable the filters by editing the My Knowledge page using Page Composer.

Knowledge Article Like/Dislike Ratings

This release introduces a new like/dislike article rating type. Administrators can now select from among these article rating options:

  • 0-5 star ratings
  • Like/Dislike
  • No ratings

The article rating type selection applies to the entire installation. Knowledge managers can change the rating type. Previous ratings will be retained in history, and will not be affected by a rating type change.

Knowledge Management Historical Metrics Subject Area

We are introducing a new subject area for reporting on knowledge management historical metrics. Users can report on article views, ratings, service request links, article creation, and publishing from a single subject area. This historical data is aggregated hourly.

Service Channels

Cobrowse Integration with Live Window

Enable agents to utilize cobrowse as a new service channel during a standard chat interaction. Agents can request a cobrowse session with a consumer by selecting the cobrowse icon on the Live Window chat panel.

Display Previous Service Request Messages in the Email Body

When you send an email reply to a customer's service request, you may want to display the contents of preceding messages to provide more context to the recipient. In this release, service email templates for Service Requests have been enhanced to allow the option to include previous service request messages in the body of the email.

By adding a new tag to the email template (#PrevConversation#), this indicates to the system where you want to insert the previous message content within the email layout. When this tag is detected, the email sending process will automatically insert details of previous messages from the service request including:

  • Type of message
  • Sender
  • To/CC
  • For customer entries: the received datetime of the message
  • For agent responses: sent datetime of the message
  • For other messages: created datetime
  • Message content

NOTE: A profile option is provided to limit the number of previous messages that are included (up to a maximum of 10 messages).

The Email Preview for service agents also includes the previous messages, so that agents can see exactly what the customer will see prior to sending and can make sure the latest message will be understood clearly.  

Digital Customer Service

Popular Knowledge Articles

Displays a list of popular knowledge articles for end users. This feature allows you to do the following:

  • Filter the list of popular knowledge articles based on product or category
  • Set the number of popular articles to display

This feature is available as a component on the component palette, and also in the Digital Customer Service reference implementation template.

Rate Knowledge Articles

End users can rate knowledge articles and view the average rating of a knowledge article.

  • Select from a binary (like/dislike) rating, a 5-star rating or no rating
  • Available in the reference implementation

Knowledge Article Published Date

Display the last published date of a knowledge article. This feature is available in the reference implementation.

Chat Transcript Download

End users can download a transcript of their chat session.

  • Ability to download a transcript at any time during the chat session
  • Prompt to download the transcript at the end of the chat session

This feature is available in the chat component, and also in the Digital Customer Service reference implementation template.

Recent Selections in Product and Category Selectors

  • The product selector shows recent product and product group selections for the current user session.
  • The category selector shows recent category selections for the current user session.
  • You decide how many recent selections to display in the list.

This feature is available in the product selector and category selector components, and also in the Digital Customer Service reference implementation template.

User Friendly Dates and Times in Service Requests

User friendly dates and times are now available in service requests.

  • Ability to show relative dates/times
  • Absolute dates/times available on mouse over

This feature is available in the service request components on the component palette, and in the reference implementation template.

Cobrowse Integration with Chat

When an agent offers a cobrowse session, the end user can now accept the cobrowse request directly from the chat window.

  • Available in the reference implementation

Field Service Integration

Field Service Work Order REST APIs

Within Service Management, agents often need to dispatch field service technicians to resolve customer issues. With field service integration, agents have the ability to create service work orders to schedule a field service technician in Oracle Field Service Cloud. In this release, you can now use a RESTful service to create and manage Work Orders, providing new options for data integration with other applications or user interfaces. Use the Service Work Order REST service to perform the following actions:

  • Create a Work Order
  • Update a Work Order
  • Reschedule a Work Order
  • Cancel a Work Order

Sales Performance Management

Incentive Compensation

Incentive Compensation Rate Table Reporting

Use Incentive Compensation – Rate Table Real time Subject Area to Analyze & Report Rate Tables, its dimensions and tier values. This Subject area is designed to support reporting requirements for IC Plan Admin, IC Manager & IC Analyst – mainly for Rate Table admin type reporting. There are two facts - # of Assignments and # of Values and these facts are secured by Plan Component and Participant respectively. Reporting is supported only on those Rate Tables that have an assignment to a plan component or a performance measure.

Participant Plan Number

View and utilize the participant plan number that's generated automatically by the application. The participant plan number is a unique identifier for the participant plan. You can view it in the Compensation Plans, Participant Assignments, and Participant Snapshot work areas. You can also use the participant plan number to view and individualize participant plans using the Participant Compensation Plan web service.

RESTful Services to View, Build, and Maintain Incentive Compensation Business Objects

Enable users to view, build, and maintain Incentive Compensation business objects using these RESTful services:

  • Participant Compensation Plans: View and individualize the participant compensation plan.
  • Pay Groups: The existing service is enhanced to create and maintain pay group assignments. View assignments created directly and assignments created by a role.
  • Payment Batches: The existing service is enhanced to create a payment batch and then submit the process to generate paysheets for the batch.
  • Payment Plans: The existing service is enhanced to create and maintain payment plan assignments. View assignments created directly and assignments created by a role.
  • Payment Transactions: The existing service is enhanced to update and delete manual adjustments.
  • Paysheets: The existing service is enhanced to update paid paysheets with payment acknowledgment information from your payment system.
  • Transactions and Credits: Create, update, and view transactions and transaction credits.

Global Rule Qualifiers Setup

Set up rule qualifiers globally for multiple business units. Previously, you could set up rule qualifiers for each business unit individually. With this change, you can define new qualifiers based on global segment Descriptive Flexfields (DFFs) one time, and all the business units in the instance will automatically inherit the same.

Setup of the new qualifiers based on business unit context segment DFFs are still defined for each business unit individually. You can now add new operators to the existing custom qualifiers in edit mode.

Obsolescence Notice: Payment Export

This is advance notice of the pending obsolescence of the payment export feature available using the Payments work area, Export Payments task.

If you are exporting payment information from Incentive Compensation for your payment system, you are most likely using the flexibility and configurability of Oracle's Business Intelligence reporting to meet your needs. As a result, we plan to obsolete the little-used export payments feature in the Payments work area. If you have configured your own export, then there is no impact to you. If you planned to use the payment export feature associated with the Export Payments task, then we would like to steer you to Oracle Business Intelligence reporting instead.

Enterprise Contracts

Manage Simplified Contract Terms as a DOCX File

When contract terms sourced from a simplified terms template are downloaded, they are saved as a DOCX file instead of an XML file. This is a more familiar format and avoids confusion when the document is circulated for editing or comments.

Configuration

Security

Oracle Applications Security provides a single console where IT Security Managers and Administrators can perform various functions including user lifecycle management, role definition, security policy management (both functional and data), role hierarchy maintenance, username and password policy administration, and certificate management. The console also enables users to simulate the effect of security changes, to run security reports, and download a connector for integration with Microsoft Active Directory.

Access Explorer

Administrators can use the Access Explorer tool to quickly resolve access issues reported by users.

To identify the cause of an access issue, the administrator must be able to view the access policies currently defined for a user, and all the policies that provide access to the relevant object. The Access Explorer tool displays both types of information. The administrator can view the following:

  • All the access policies granted to a user for an object, and the roles that provide the access policies
  • All the policies that affect a user's ability to view an object record

Using this information, administrators can quickly determine why users can or can’t view records, and then grant or revoke the appropriate data security policies as required.

Integrations

Account Sync Between Financials and Engagement Cloud

Customer accounts and contacts in Oracle Financials Cloud are an integral part of the billing process. Users create or import account and contact records in Financials Cloud. After they're in Financial Cloud, a synchronization process synchronizes the records to Oracle Engagement Cloud, thus making sales reps aware of the details of sales accounts that exist in Financials Cloud. Without this synchronization, sales reps may not know when their sales accounts become actual billing accounts.

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