Update 20C

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 AUG 2020	Security	Use Access Groups to Configure Data Security for Additional Sales Objects	Updated document. Revised feature information.
28 AUG 2020	Digital Customer Service	View Inline Images in Service Request Messages	Updated document. Delivered feature in Update 20C.
28 AUG 2020	Workspace and Adaptive Search	Provide Record-Level Navigation in Workspace	Updated document. Revised feature information.
31 JUL 2020	CX Sales Mobile	Introducing CX Sales Mobile	Updated document. Revised feature information.
26 JUN 2020	CX Sales Mobile	Introducing CX Sales Mobile	Updated document. Delivered feature in Update 20C.
26 JUN 2020	Sales Cloud for Office 365	Enable One-Way Synchronization for Appointments	Updated document. Delivered feature in Update 20C.
26 JUN 2020	Sales Assistant	Use Sales Assistant to Upload Documents from Microsoft Teams	Updated document. Revised feature information.
19 JUN 2020	Digital Customer Service	Update Contact Information in My Profile	Updated document. Delivered feature in Update 20C.
19 JUN 2020	Digital Customer Service	Update Work Orders	Updated document. Delivered feature in Update 20C.
05 JUN 2020			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.

CX Foundation

Accounts, Contacts, and Households

Manage OK to Contact Preferences

View or update a contact's preference to receive emails or phone calls. You can now identify if a contact has made a choice to be contacted, or has made no choice.

Specify Default Searches for Edit Account Page Tabs

You can set the default filter criteria, operator, and value for searches in the different edit page tabs. For example, on the Edit Account page Contacts tab, to help salespeople focus on the decision-makers in the account organization, you can set the default search to display all contacts with the job title of a vice president. Or, for example, on the Leads tab, you can set the default search to display all qualified and unqualified leads for the contact, letting salespeople quickly determine which open leads to pursue. Salespeople can change the filter criteria or add additional filters to refine the search.

Use Account Currency for Opportunity Summary on Account Overview Page

Use the account currency instead of corporate currency in the Opportunities summary box on the Account Overview page. The summary box shows the total amount of all open opportunities.

Customer Data Management

Reprocess Merge Requests

Use the reprocess merge requests functionality while reviewing merge requests to interactively refresh their information. Refreshing this information helps you to be sure that the merge information reflects the most up-to-date customer data attributes available. You can refresh individual merge requests from the merge request review page or select multiple merge requests on the duplicate resolution list page and resubmit them for processing.

Cascade the Inactivation of Master Records to Related Merged Duplicate Contacts

Enhance the Contact Purge capability by linking the inactivation of merged duplicates with the inactivation of their corresponding master records. You can now use the Contact Purge capability to purge inactive master party records and all related merged duplicate contacts.

Display Regional Country Name Using Address Format Transform Utility

Use the Address Format Transform Utility to display the regional country name in a formatted address. The setting to display the regional country name is controlled by the profile option, Regional Country in Address Formats Included. Earlier, if the country name was the same as the regional country that was set in the user profile, then the country name was suppressed.

Workspace and Adaptive Search

Specify Which Adaptive Search-Enabled Objects to Display in Workspace UI

You can selectively hide or show which Adaptive Search-enabled, top-level objects to expose in the Workspace UI. This feature provides access to an object through the Adaptive Search REST APIs, without making the object available to salespeople in Workspace.

Select Multiple Records for Action in Workspace

For Leads and Activities, you can select multiple records in Workspace and perform an action on the selected records at one time. This saves you time and helps improve efficiency.

Provide Record-Level Navigation in Workspace

You can use Previous and Next buttons on the record details page to navigate lists of records in Workspace. This significantly reduces the time spent going back and forth between edit and list pages.

NOTE: 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.

Extend Lead-Related Actions for Workspace

You can specify and modify some lead-specific actions that your salespeople can quickly access from Workspace. These lead-related actions include:

• Convert
• Reject
• Retire

For example, you can modify the convert lead page to add Reason and Additional Comments fields for the retire and reject lead actions.

Calculate Key Record Metrics in Adaptive Search

These new aggregations -- based on interactions -- have been added in Adaptive Search:

• Calls Made
• Last Call Made Date
• Emails Sent
• Last Email Sent Date

Aggregated fields let you view calculations that include count, average, and sum of values across fields on a record, related objects, and parent-child objects.

Generate Comparison Reports for Adaptive Search Configuration

You can generate a report that compares all changes made to the current Adaptive Search configuration against either the last published configuration or the initial default configuration. Download the comparison data as a CSV file to view and analyze your data offline before publishing your new changes.

Delete Activities in Workspace

You can delete tasks, appointments, and call reports from Workspace using the actions that appear in each row against each activity. If you don't need a specific activity or have entered information by mistake, you can delete the activity from Workspace. The deletion helps you free space on your calendar.

Here are the actions for deleting activities in Workspace:

• Delete Task
• Delete Appointment
• Delete Call Report

Core Sales Force Automation

Opportunities

Create Opportunity Lists from Territory Membership Record Sets

You can use record sets as filtering criteria to create opportunity lists based on both territory ownership and territory membership. For example, you can now create lists for opportunities for your territories where you're the territory owner or a team member of a territory assigned to the opportunity.

Enterprise Contracts

Purge Contracts

You can purge contracts and associated information from the application. You can delete either all contract versions or only historical contract versions.

Disable Warning Message When Making Clause Nonstandard

Editing a standard clause makes it a nonstandard clause. By default, the application displays a warning message before you save your changes to a standard clause. This warning message helps prevent inadvertent changes to a standard clause. If required, you can disable this warning message to avoid an extra check and reduce the number of clicks needed to save your changes.

Add Clauses Using Search and Select

Basic search now includes keyword search, plus you can add columns to search results and resize the Add Clauses window.

Search by Keyword in Basic Search

Along with the title and number of a clause, you can search based on a keyword when adding clauses to a terms template or a contract using the Basic search.

Add Additional Columns to Search Results

When adding clauses to a terms template or a contract, you can add the following columns in the results of the Add Clauses Search and Select page for the Basic or Advanced search:

• Clause Number: The number assigned to the clause in the Terms Library.
• Default Section: This is optional for a clause in the Terms Library, but if defined, it is displayed in the search results.
• Text: You can see the clause text from the Details icon, but now you can add this column to the search results to avoid extra clicks and make it easier to compare text across clauses.

These new columns are hidden by default in the search results table.

Resize the Add Clauses Window

You can resize the Add Clauses window to make it easier to see the content returned in your search results.

Highlight Clause Comparison Results in Color

Changes made to clause text are highlighted in colored text. Deleted text is displayed in red in strikethrough and inserted text in green with underlining. This highlighted text is available in the Review Changes page when uploading a contract and when comparing clause text, for example, between a standard and nonstandard clause. This helps you conveniently analyze the modifications made in the contract document.

Warn When Deleting Mandatory Clauses

When deleting a clause, a warning message highlights if the clause you're deleting is a mandatory clause.

Manage Contract Deliverables in the Supplier Portal

Your suppliers can view and manage their contract deliverables directly from the Supplier Portal Manage Deliverables page.

Sales Assistant

Use Sales Assistant to View Signal Alerts, Score, and Tier for Oracle DataFox Accounts

You can view signal alerts, score, and tier details for Oracle DataFox accounts from Sales Assistant after you integrate your sales application with Oracle DataFox. Access to these details provides greater visibility to key information, so that you can prioritize and target accounts to source more opportunities.

Use Sales Assistant to View and Filter Smart Lists

You can view the most relevant search results based on your object activity and context using Sales Assistant. You can also filter the search results to easily find the records that are of most interest in opportunities, accounts, and contacts.

Use Sales Assistant to Upload Documents from Microsoft Teams

Microsoft Teams can share documents as attachments with sales application users. You can use Sales Assistant to upload an attachment as a URL or as a file attachment to opportunity or account records.

Partner Relationship Management

Configure Default Search on Standard Subtabs on Partner Details Page

You can now configure the default search filter on standard subtabs on Partner object pages, so that your channel users and partner users can more easily find the subtab data that's relevant to their daily activities. In Application Composer, hide the default search on one or more subtabs if your users don't need it, or add default search filters and values to save time for your users. This setting applies to all existing details page layouts with this subtab. 

NOTE: The default subtab search configuration is currently not supported on the Activities and Territories subtabs available on the Partner details page.

Deal Registrations Available in Workspace

The Deal Registration object is now available in Workspace search. 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 Deal Registration searches with other Partner Management objects, such as Partner and Partner Contacts, and key sales objects, such as Leads, Opportunities, Accounts, Activities, and custom objects.

Sales Cloud for Office 365

Share Emails from Unknown Senders

Let users share emails from senders who are not known in the sales application contacts.

Add-In Supports Cascading Lists in Accounts and Contacts

The add-in now supports cascading lists of values in Accounts and Contacts.

Allow Users to View a Smart List and Search Against Multiple Attributes

With the integration of choice lists and Adaptive Search, users see a smart list when launching the accounts, contacts, leads, and opportunities choice lists. When searching using the new choice lists, the search mechanism searches against multiple attributes.

Enable One-Way Synchronization for Appointments

One-way sync for appointments allows implementations to limit changes to Outlook meetings so that changes made in the equivalent CX Sales appointments are not copied back into Outlook. However, all changes made to Outlook meetings will continue to be copied into the equivalent CX Sales appointments.

CX Sales Mobile

Introducing CX Sales Mobile

Introducing our next-generation mobile app -- CX Sales Mobile! CX Sales Mobile provides a modern and intuitive experience designed to boost productivity through fast and seamless interactions. An action-driven home page helps sales users prepare for meetings with the client, stay on top of key activities for their accounts, and track their pipeline anytime or anywhere from their mobile devices. Global search powered by Adaptive Search makes searching across sales objects fast and simple. Saved searches from Workspace in the CX Sales web application are available in mobile for sales objects, lending a consistent user experience.

Adding contacts is easy with the option to scan business cards or add them from a device’s address book. Share notes, photos, media, or files from a device directly with CX Sales records. Scan bar codes to quickly look up an asset or to add serial numbers automatically when entering asset details.

An improved sign-in experience with fingerprint and face recognition allows quick access to sales information, with security options that include single sign-on or basic authentication. An OAuth authentication token lets administrators configure a longer duration for sales users to stay signed in to the app. Offline capabilities let users review and update sales information, regardless of network availability.

As an administrator, you can easily configure the app in CX Sales Mobile Composer. You can use the CX Sales Scripts tool to specify custom business logic, validations, and field defaults or conditional rendering for the mobile app. Onboarding to the new app is simplified with the migration assistant that copies over custom layouts and configurations from the CX Cloud Mobile app.

Optimized task flows for key sales functions in this release include these objects and related records:

• Accounts
• Contacts
• Assets
• Opportunities
• Leads
• Activities (tasks, appointments, and call reports)
• Custom top-level and child objects

Sales Performance Management

Incentive Compensation

Create Payment Batches for Future Periods

Enable creating and paying payment batches for a period in the future for a specific business unit.

Upload Incentive Compensation Rules Using Import Management

Import crediting rules, rollup rules, classification rules, team rules, role assignment rules, and analyst hierarchy rules using a file-based upload that leverages the Import Management framework.

Run Calculation in Implicitly Determined Mode

Run the Calculation process without having to select whether it is to be run in total or incremental mode. The process determines which mode is most efficient.

Import Invoices from Oracle Enterprise Resource Planning Into Incentive Compensation

Use import mapping to easily import your Oracle Enterprise Resource Planning (ERP) invoices into Incentive Compensation. Map invoice data to Incentive Compensation transactions, and import invoice data directly from Oracle ERP. Use this feature to replace manual file loads and other import methods. Once the mapping is set up, importing invoices is as simple as submitting a scheduled process.

Estimated Compensation UI Deprecated

The estimated compensation UI, where users had to enter a deal first before estimating compensation for a deal, is deprecated. The underlying SOAP services aren't affected by this UI deprecation.

Territory Management

Remove Territory Export and Import to Proposal

We are removing the territory actions to export territories and import to a proposal. Updating territories is available using Import and Export Management.

Import and Export and REST APIs

Disable Navigation to CX Sales File-Based Data Import and Export

Oracle CX Sales continues to support the File-Based Data Import and Export framework through Update 20C, to ensure that you’re provided adequate migration, integration, training, and technical support. This ensures a smooth transition and continued compatibility using the new Import and Export Management framework. With Update 20D, the File-Based Data Import and Export tool will be discontinued for CX Sales and B2B Service. Oracle strongly recommends moving to the Import and Export Management framework prior to Update 20D. Transitioning to the new framework now will help you gain familiarity with it and help you integrate your custom import and business processes into the new framework.

Import and Export Dynamic Flexfields

Use Import and Export Management to import or export Sales objects with configured dynamic flexfield attributes.

Support for Hierarchical Import

You can now use Import Management to import objects with complex hierarchies and relationships, such as Territories, Contracts, and Subscriptions.

Use Import and Export Management to Create, Update, Delete, and Export Generic Organization Records

Create, update, delete, and export comprehensive organization profiles, which are used as the common basis for many types of organization entities, such as Partners, Competitors, or Financial Accounts. With this enhancement, you can use a single import or export format to manage the generic organization profile information shared by multiple organization object types.

Use Import and Export Management to Create, Update, Delete, and Export Source System References for Parent and Child Customer Data

Create, update, delete, and export source system reference assignments for all available parent and child customer record types. With this enhancement, you can directly manage source system references for many types of parent and child entities.

Use Original System and Original System Reference Values as Alternate Keys

Use the Original System and Original System Reference values as alternate keys in the Import Management framework. This gives you additional options when establishing relationships between records and objects during the import process.

Use Import and Export Management to Import Enriched Data

Use the Import and Export Management framework to import account and contact data files enriched using Oracle Data as a Service. Data enrichment has been enhanced to support the new Import and Export Management framework. The new framework improves processing time, error handling, and performance capabilities for importing data files enriched using Oracle Data as a Service.

Use Address Purpose in Import Management

You can now use the Source System Reference to find an Address Purpose. The Address Purpose object is a child object of Address object in Import Management and REST APIs. This object now supports Source System Reference attribute as a unique identifier.

Use Updated Attributes in Account and Contact Objects

The Accounts and Contacts REST APIs have been improved to bring consistency across all channels. To make these REST APIs consistent, new attributes are now available in the Accounts and Contacts REST resources, and a few existing attributes have been modified. New attributes are also available in Import Management.

Use Inner Queries in Adaptive Search REST API

You can further filter child objects and related objects by using an inner query in the Adaptive Search REST API.

Import Contract Objects Using Import Management

You can use Import Management from the Tools work area to import objects into Enterprise Contracts. Here's the list of objects you can import using Import Management:

• Contract Header
• Contract Header Descriptive Flexfield
• Contract Party
• Contract Party Descriptive Flexfield
• Contract Party Contact
• Contract Party Contact Descriptive Flexfield
• Contract Sales Credit
• Contract Line
• Contract Line Descriptive Flexfield
• Contract Line Sales Credit
• Contract Pricing Terms
• Contract Related Document
• Contract Attachments

You can create, update, or delete contract attributes through import.

Manage Contract Documents Using REST APIs

Use Contracts REST APIs to create, update, and delete a contract document. You can also use this feature to get document details like category, title, description, contents of the document, and so on. This feature is supported for both contract documents and supporting documents.

Update Contract Using Custom REST APIs

You can use the custom actions available with Contracts REST APIs to change your contract attributes and statuses. You can use this feature to perform these tasks:

• Preview a contract in HTML, PDF, and RTF formats
• Close or cancel a contract
• Submit a contract for approval
• Apply and remove a hold from a contract
• Validate a contract
• Amend a contract
• Create a version for a contract
• Duplicate a contract
• Revert a contract amendment
• Sign a contract
• Close or cancel a contract line
• Apply and remove a hold on a contract line

Maintain Territories Using a REST API Based on a Simplified Coverage Model

Use a streamlined REST API service that simplifies the maintenance of territory coverages, such as included accounts and geography postal codes.

Sales Analytics

Display Immediate Parent of a Base Rule in Incentive Compensation Reporting

Display the Immediate Parent of a Base Rule where the rule is Classification rule, Direct Credit Rule, or Roll up Credit Rule. This additional information provides a more complete view of the compensation rules, and gives managers actionable insight to make any adjustments necessary to meet sales goals.

Service

Digital Customer Service

Enable Self-Service Users to Register Without Providing an Account Key

End users can register in self-service applications without the need to provide an account key or be associated to an account.

Automatically Populate Key Information in Pre-Chat Form

Automatically populate the product, category, and service request number in the pre-chat form, based on the page context in which the chat is initiated. For example, if you are viewing a service request, then that service request number will be automatically populated into the pre-chat form.

Optimize Self-Service

Digital Customer Service has optimized the way self-service users are created and stored. These changes have several benefits:

• Scalability of self-service user accounts
• Elimination of delays caused by needing to synchronize Oracle CX Sales and B2B Service identities to Oracle Identity Cloud Service identities
• New components for sign-in, forgot password, and reset password that can be configured to match your company brand
• Self-service users don't have access to the CX Sales and B2B Service UIs

Configure User Authentication, Forgot Password, and Password Reset Components

Developers can now configure the application sign-in, forgot password, and password reset components to match their company's brand.

Update Work Orders

End users can change the contact email or phone number on their work orders, set a reminder time, and add a message for the field service technician.

Developers now have a new work order list component they can use.

Update Contact Information in My Profile

End users can update name, phone number and address information in their user profile page in the application.

View Inline Images in Service Request Messages

End users can now view images inline within service request messages. Images are displayed in messages in the context in which they appeared in the original email associated with the service request.

Service Channels

Embed Images Inline in Agent Emails

Configure the service request (SR) agent UI to embed images inline in email messages, in their original placement in the text. This lets agents view images in the proper context and helps ensure that they clearly understand the content of the communication. With this feature, when agents get inbound emails, the application automatically converts any inline images into SR attachments.

With outbound email, agents can now insert inline images into SR response messages, including the ability to copy and paste images from the clipboard.

Detect and Prevent Email Loops

You can prevent your service application from creating additional service requests (SRs) when there’s an out-of-office reply from one of the recipients of the email. For outbound SR emails, the recommended best practice is to have your administrator set the From address to a no-reply option, such as "noreply@mycompanydomain.com". This way, even if one or more recipients have their out-of-office notification turned on, the out-of-office reply isn’t received by your service application and a new SR isn’t created.

But let’s say your administrator sets the From address to your Support email account -- this could cause an infinite loop of emails and new SRs. That’s because a new SR sends an automatic acknowledgment email, which would trigger an out-of-office reply. This reply would in turn trigger the creation of another new SR, and so on.

Your business requirements may not allow the use of a no-reply email address, and you may need to use your Support email account instead. To accommodate this requirement, you can configure some email profile options to detect and prevent the creation of infinite loops.

Use Slack for Service Request Messages and Notifications

Collaborate with Slack Users About Service Requests

Service request (SR) owners and team members can use Slack as a communication channel within an SR to collaborate with others across your organization. In the Service Request Messages page, a service agent can create a Forward message and choose a Slack channel or specific Slack users to whom to send the Forward message. The message author has the option to send the Forward message to one or more Slack channels or to send the message to one or more specific Slack users (the forward messages sent to users are delivered as a direct message in Slack).

An administrator can configure which SR fields to send to Slack when a user forwards an SR to a Slack channel or Slack user. By default, these fields are always included when forwarding an SR to Slack:

• Service request number
• Service request title
• Service request problem description
• Person who forwarded the message

When creating or editing a Slack channel on the Manage Communications Channel page, the administrator can select which other fields from the SR are to be sent to Slack.

When Slack users reply to forwarded service requests (forwarded to users individually or to channels they're members of), the reply message is sent back to the SR as a reply to the forwarded message.

Send Notifications to Slack

The push notifications framework for service requests can now leverage a Slack channel as the delivery destination. In Application Composer, you can define an SR notification using a Groovy script to control:

• When to trigger the notification event
• Which Slack channel to target
• The payload of the notification message

Using Groovy, you can configure messages to include SR field values or URLs, such as a deep link URL to the SR. This way, a Slack user that receives the message can access additional details of the SR by drilling on the deep link URL.

Service Request Management

Use Email as a Notification Delivery Channel

Notification Preferences Manager rules now provide Email as one of the available delivery methods for notifications sent to internal resources. This expands the available delivery methods, which already include bell notifications, browser popup windows, and mobile push options.

The Email delivery method is available for all supported objects in the Notification Preferences Manager. You can define the content of the notification in the notification rule, similar to other delivery methods.

Currently only the Service Request object supports a deep link within the email that you can drill into to view the service request. All other supported objects generate email notifications, but don't include a deep-link drill down.

Use Custom Actions Available in Application Composer for Service Requests

In Application Composer, when creating custom actions for the Service Request object using Groovy script, you can now specify the action to conclude at runtime, after the script completes. These are the options you can specify:

• Save the record and return to the previous page (save and close)
• Save and continue editing the record (save and continue)
• Perform the action but don't save the record (run the script only)

NOTE: This is an existing Application Composer capability, which is already available for other objects. This enhancement adds support for the Service Request object.

Service Analytics

Understand Survey Response Metrics

Survey Response analysis provides pre-built survey reports with direct customer feedback about the service experience, thus helping identify areas of dissatisfaction and opportunities for improvement. The survey integration framework gives you a structured approach for gathering customer feedback through an integrated third-party solution of your choice. Survey Analysis enables survey analysts and administrators to obtain insights about customers' survey responses. Use the prebuilt reports available in the Oracle Business Intelligence (BI) Catalog to view the responses to each question included in a survey.

Application Composer

View the Most Recently Used List on Custom Dynamic Choice List Fields

When selecting a record from a custom dynamic choice list, users can now view a list of the most recently used records for quick and easy access. Records that users type or select in a dynamic choice list field, and search for and select from the search and select dialog, are recorded as the most recently used items. The objects supported are: Account, Contact, Household, Asset, Resource, Campaign, Partner, Service Request and custom objects.

Security

Provide Access to Related Objects Using Access Groups

Create access extension rules to extend the access defined for an object to a related object. If you have secured access to an object such as Account using access groups, you can extend the access defined for the Account object to a related standard or custom object, such as Activity, by creating an access extension rule. All members of an access group who can access Account data will then have the same access to Activity data. Access extension rules allow you to reuse existing rules to provide access to related standard and custom objects, which greatly simplifies security configuration.

Use Access Groups to Configure Data Security for Additional Sales Objects

You can easily provide selected users with access to sales data using access groups. You can create an access group, assign members to the group, and then define rules to grant the group access to an object's data. All group members receive the data access selected for the group. If you add a user to more than one access group, the user gets access to all the data records that each of the groups has access to. This feature was initially released in Update 20A. The Sales Orders (Quotes and Orders) object now also supports access groups.

Simplified Setup

Improve Import Performance with Enhanced Quick Import Macros

All Quick Import Macros now use Oracle's new Manage Import technology for importing your sales data, and work with 64-bit versions of the Microsoft Windows operating system. The Microsoft Excel macros speed up and simplify the import of up to 5,000 records at a time for some objects. The macros help you by validating your data entries, providing lists of values, and automatically populating constant values.