Update 20D

Revision History

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

Overview

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

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CX Foundation

Customer Data Management

Address Cleansing Now Supports Multi-Select

Select multiple address cleansing results and collectively accept or reject them at once. Currently, as a data steward, you have to select each address cleansing result within a batch individually and click the Accept or Reject button. You can now use the multi-select check boxes to select more than one address cleansing result at a time.

Workspace and Adaptive Search

Enable Workspace Infolets

You can enable new actionable infolets that include many of the features that salespeople use in Workspace such as quick actions, filter lists, and saved searches. With these new Workspace infolets, salespeople get the same infolet overview of all their important accounts, contacts, leads, opportunities, tasks, and appointments, while retaining the Workspace user experience.

Configure Additional Workspace Infolets

You can configure additional custom actionable infolets to include frequently used features that salespeople use in Workspace. Using predefined configuration templates, you can configure and utilize actionable infolets that are based on the Workspace user experience, to suit your different requirements and priorities for your business objects and task flows.

Enhance Configuration for Global Search Powered by Adaptive Search

You can easily choose which search attributes you want to display in global search results from a defined list of search attributes. This improves and speeds up the search attributes entry requirements for global search powered by Adaptive Search.

Use Adaptive Search to Access Campaign Records

You can view Campaigns synchronized from Oracle Eloqua in the Workspace UI, and you can define your own preferred default saved searches. You can also add campaign members, such as contacts and leads, to your campaigns using the Add Contacts and Add Leads actions. This feature makes it possible for you to work with campaigns within a single, unified work area, and provides you quick access to campaigns.

User Context

Show Time-Bound Relevant Items to Salespeople with User Context

Sales users now see the most relevant items in their searches when they use smart lists in Workspace. Also, when customers create their own applications that leverage the user context functionality, the intelligent search groups all critical items that are time-bound and require the attention of salespeople. For example, if an activity (appointment or task) has an upcoming due date, the application shows that item as more relevant to the user. Appointments due in five days, for example, get a higher score than appointments further out, and the application bumps the appointment score up as the due date gets closer.

Core Sales Force Automation

Leads

Use AI Lead Score to Prioritize Your Sales Leads

You can use Oracle Adaptive Intelligent (AI) Lead Score to indicate lead conversion probability, that is, the probability of a sales lead being turned into an opportunity. Lead scores are numeric values typically ranging from 1 to 100, in which a high value represents a high conversion probability. Utilizing Oracle Adaptive Intelligent Apps for Customer Experience, the AI Lead Score lets you use your time productively by prioritizing and focusing on those leads that are more likely to get converted to opportunities.

Quotes and Orders

Search Quote Line Items

For quotes created from opportunities, you can now search quote line item details in Workspace. You can also view the products within a quote. Previously, you could only search quote header information in Workspace.

Work Assignment

Manage Sales Object Notifications for Assignment Batch Processing

You can display or hide assignment batch processing notifications for individual sales objects. Instead of suppressing all assignment processing events, you can have notifications sent to the owner of a selected assignment sales object or other appropriate recipients.

Enterprise Contracts

Configure Contract Profile Options Using Setup and Maintenance Task

The Manage Contract Profile Options task groups the profile options that are required for service contracts. Here are the profile options you can configure using this task:

• RCS_DEFAULT_UOM_CLASS_CODE_FOR_SVC_DURATION
• OKC_USAGE_CHARGE_IDENTIFIER

You must set the RCS_DEFAULT_UOM_CLASS_CODE_FOR_SVC_DURATION profile option to convert the service duration and period between different time units using the Manage Contract Time Unit Mappings task.

Search Contracts with Oracle Search Extension Framework

The Search Contract by Text feature uses the Oracle Search Extension Framework to provide a powerful search tool that combines a text string with contract metadata to search contracts and their attached documents.

Search Primary Party Using Additional Filters

You can use additional filters to search for a primary party from the Create Contract page. Here's how you can use these additional search filters:

• Use Supplier Number to search for a supplier party.
• Use Employee Number and Email Address to search for an employee party.

Partner Relationship Management

Navigate Detail Pages Quickly and Use Dynamic Tabs in Workspace

Users can click the Previous and Next buttons on record detail pages to navigate through their partner, partner contact, and deal registration records in Workspace. This new navigation significantly reduces the time spent going back and forth between edit and list pages. In addition, users can access partner and partner contact data within dynamic tabs, if you enable them in Workspace. Users can access top-level dynamic tabs that support nested dynamic tabs, letting them act on multiple records simultaneously.

Access Partner Contacts Automatically if Partner Access Already Exists Through Access Groups

If you have secured partners using access groups, then that same access automatically includes the partner contacts that belong to the partner. This means that all members of an access group with access to a specific partner can automatically access that partner's contacts.

Provide Access to Related Objects of Partner, MDF Budget, and MDF Request Using Access Groups

Extend the access defined for an object to a related object by creating access extension rules. Access extension rules let you reuse existing rules to provide access to related objects, which greatly simplifies the security configuration. For example, if you have secured access to an object, such as Partner, using access groups, then you can create an access extension rule to extend the access defined for the Partner object to a related object, such as Deal Registration. All members of an access group who can access the Partner data then have the same access to Deal Registration data. Using access extension rules, you can extend partner security to these related objects: Lead, Opportunity, Deal Registration, Program Enrollment, Activity, Marketing Development Fund (MDF) Budget, MDF Request, and MDF Claim. You can extend the security defined on MDF Budget and MDF Requests to related objects, as well.

Sales for Office 365

Export the List of Registered Users

As an administrator, you can export the list of users registered to participate in the sync process. This lets you determine whether the users who have been provisioned to use the add-in are actually registered to use the add-in.

Get Auto-Suggestions on Opportunity and Lead Fields

When your users share an email or a meeting through the Advanced Share mode from the add-in, they can use the auto-suggested values for Opportunities and Leads fields.

Add-In Captures Interactions for User Context Smart Lists

The Office 365 add-in now communicates with User Context APIs to capture a user's most recently touched records. This feature helps update and maintain User Context smart lists.

See More Information About Matched Text When Searching in Choice List Fields

When searching for values in choice list fields that have Adaptive Search enabled, search results now have an icon indicating the matched text.

CX Sales Mobile

Configure the Home Page Cards

Configure the home page cards by adding or removing the sales representative's pipeline, tasks, and appointments from the home page. You can reorder the pipeline, task, and appointment sections in the home page and also assign custom sales representative roles to home cards.

Rename Child Objects and Strings in the App

Change the names of child objects and strings on the home page, such page headers, section headers, actions, and titles, to suit your business requirements.

Create Custom Scripts for Child Objects

Create custom scripts that enforce custom validations and business logic for child objects, as well as for top-level parent objects. With this feature, you can default child object field values based on the parent object fields. You can also create custom validation rules, for example, making child object fields mandatory, read-only, or visible when certain conditions are met.

Enable Custom Filters and Sort Options in the Pickers Using Workspace Saved Searches

Use your Workspace saved searches as filters in the pickers of standard and custom Workspace enabled objects. This will enable users to have the same tailored experience for searching, sorting, and viewing list results for the pickers as they have with the corresponding object list pages. Users get a further personalized picker experience with their last used saved search, or picker sort option, retained for subsequent use. In addition, records related to the parent record that a user selects are displayed in pickers. For example, the opportunity picker shows related opportunities for the account selected for a new task.

Intelligent Advisor

CX Sales and B2B Service Connections Automatically Uptake New Features

In new Intelligent Advisor Hubs, CX Sales and B2B Service connections will automatically uptake the latest connector features.

Auto-Fill Input Purpose

Intelligent Advisor interview input fields can now be tagged with an auto fill input purpose so that browsers can use stored data, such as the person's name and email address, to pre-populate information in the interview.

Rule Execution Profiling Report

Intelligent Advisor rule authors can now run batches of data through their rules and get a report that shows where time is spent processing the request.

Test Case Execution Statistics

When using Intelligent Advisor rules, test case execution statistics now allow the user to see how long is being spent running test cases through each rule in the Policy Modeling project.

Discard Invalid Data When Interview Loads

Intelligent Advisor interview designers can now specify that they would like any loaded data that is invalid discarded when the interview starts.

Branch Repository Projects

The Branch feature in Intelligent Advisor Hub makes it easy to create a separate project version that can be worked on independently of the project workstream that is being finalized for release.

Sales Performance Management

Territory Management

Search for Territories by Team Member in Workspace

Add the Territories predefined business object in Workspace during setup. This lets sales teams search and access territories directly from Workspace, instead of navigating to the Territories work area to search for territories by team members and territory details. Additionally, when editing territories, easily navigate within a list of territories.

Incentive Compensation

Run Calculation with Intelligent Batching

Run Calculation without having to set the number of calculation batches in the business unit parameters. For optimal performance, each calculation run batches records intelligently for that specific run.

Run Crediting, Rollup, and Classification in Implicitly Determined Mode

Run the Crediting, Rollup, and Classification processes without having to select whether to run them in total or incremental mode. The processes determine implicitly which mode is most efficient.

Improve Deploy Incentive Plans Performance with Participant Batching

The Deploy Incentive Plans process intelligently divides jobs into smaller batches that run in parallel, to increase performance.

View Full Qualifying Criteria of a Credit or Classification Rule

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

Control Payments from Prior Years

Control whether prior year payments show up in a current year payment batch by setting the parameter, Pay Prior Years Payments. Set it to No Prior Years if you don't want to include payments due or to be recovered from any prior years. Set it to All Prior Years if you want to include payments due or to be recovered from any prior years. Set it to One Prior Year if you want to include payments due or to be recovered from only one year prior to the current payment batch year.

Sales Analytics

View Sign-In Time with User Adoption Reporting

You can now report on sign-in times of users with a new field in the Sales - CRM Resource System Usage and the User System Resource subject areas. The ability to report on sign-in times provides a more comprehensive insight into sign-in behavior and can be used to find region-based and hourly sign-in patterns.

View User Adoption Reports in CX Sales

Get an overview of user adoption right from your home page with the new Application Usage Insights area. This feature gives you a series of crucial analytics, such as user logins, sessions, user clicks, and object activity usage to help you tune your application, encourage users to take full advantage of CX Sales, and to enforce sales processes. These insights can also highlight differences between expected and actual user uptake of the application.

View Click Activity in Click History Reporting

The CRM - CRM Click History subject area gives you insight into how your team is using your sales application based on user clicks. This subject area reveals which parts of the application are popular and unpopular and where users are going in the application. You can report on click time, click performance, and user information, including region and resource hierarchy. This lets you see a comprehensive view of user clicks for the web channel. This subject area helps you make sure your users are getting the most from your sales application.

Report on Incentive Compensation Participant Assignment Rules

You can now use the Incentive Compensation Rules Real Time subject area to create reports for participant assignment rules.

Report on Inactive Products

Inactive products are now included in reports that contain information related to the inactive products, such as Opportunity Revenue.

B2B Service

Service Request Management

Support Contact Merge for Service Requests and Dependent Objects

When two contact records are merged, the application associates the following objects from the merged contact to the remaining contact: service requests, interactions, service request messages, self-service users, and roles.

Support Account Merge for Service Requests and Dependent Objects

When two account records are merged, the application associates the following objects from the merged account to the remaining account: service requests, interactions, self-service users, and roles.

Present Read-Only Service Request Pages More Easily

Users without the Edit Service Request privilege can’t modify service request header fields, contacts, team members, or actions, making it easier for you to make the service request page read-only. Previously, the Edit Service Request privilege only prevented users from editing the header fields, and you needed to do additional steps to restrict changes to the other elements listed above.

Display Customer Communications in a Service Request as a Flat Structure

Show the customer messages on a service request (SR) as a flat structure, rather than in a hierarchy. Using a profile option, you can set the UI to always display SR messages as a flat structure, in reverse chronological order, without showing the message hierarchy.

Import, Export, and Compare Service Categories Between Environments Using Functional Setup Manager

Let your users import, export, and compare service categories between environments using Functional Setup Manager. This enables your users to create or update setup service category data in bulk as well as compare differences between two environments. For example, the user wants to import service category data into a production environment that has been exported from a test environment after making changes to the setup data. Before the user imports the data, they can compare the exported data of the test environment with the existing production data and preview how the setup data in production will change after the data is imported.

Connect Opportunities to Cases Using REST API

Allow Opportunities to be connected with Cases to support mixed CX Sales and B2B Service use cases.

Use Customer-Defined User to Execute Commands from a Collaboration Network

This feature lets you define the user credentials for executing the Oracle CX Sales and B2B Service REST API commands from a collaboration network, such as Slack, instead of using a predefined App ID user.

Knowledge Management

Use the Search Analysis Subject Area to Report on Knowledge Management User Search Activity

Knowledge managers can use the Article Search Historical search analysis subject areas to report on users' questions and search terms to better understand how customers are finding knowledge base content. You can view search queries in normalized format, as well as volume-related information.

Field Service Integration

Work Order Attachment Support

The Work Order object now supports associating attachments through the standard attachment framework. Users can use the standard page layouts to associate documents to a work order. The public REST API for work orders also supports attachment association. New functional privileges are supplied, to control the permissions to associate and remove attachments. The prebuilt existing integration flows to the Oracle Field Service application don’t automatically transmit work order attachments, but the solution also includes a new flow that can be downloaded, that supports attachments from Oracle Field Service syncing to the work order in B2B Service.

Flexible Configuration of Field Service Work Order Work Zones

In prior releases of the work order integration with Oracle Field Service, the work order area, which maps to a bucket-type resource in Oracle Field Service, is retrieved based only on postal code. This required limiting the work zone key in Oracle Field Service to only postal code. This enhancement removes this limitation and provides full support for the work zone key in Oracle Field Service, which can be based on one or more activity properties. This enhancement also removes the requirement for capacity management and quota-based booking, and now utilizes the find matching resource REST service which is available in both professional and enterprise editions of Oracle Field Service.

Import and Export and REST APIs

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

The File-Based Data Import and Export has been discontinued for CX Sales and B2B Service users starting in this update, Update 20D. Oracle recommends that you move to the Import and Export Management framework. Transitioning to the new framework helps you gain familiarity with Import and Export Management and integrate your custom imports, exports, and business processes into the new framework.

Export Your Attachments

You can now export your attachments related to import objects.

Use Templates for Hierarchical Imports

You can now save a hierarchy created by a user as a template using Import Management. You can then reuse this template when performing hierarchical imports.

Manage Generic Source System Object Using REST APIs

You can use REST APIs to create, update, delete, and get the new Generic Source System object. The Generic Source System object identifies the information cross-referenced to existing source systems and base tables, including the source of the data and its date parameters, status, and Source System IDs.

Import Service Contract Objects Using Import Management

You can use Import Management from the Tools work area to import service contract 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 Covered Assets
• Contract Charges
• Contract Charge Components
• Contract Bill Lines
• Contract Manual Adjustments
• Contract Pricing Terms
• Contract Related Document
• Contract Attachments

You can also create, update, or delete these attributes using import.

Use More Attributes in Account, Contact, and Household REST APIs

Use more attributes in the child objects of Account, Contact, and Household REST APIs. The Address and Relationship child objects of these REST APIs have been updated with new attributes to seamlessly support standard import.

Use Additional Attributes in Contact Points, Additional Identifier, and Additional Names Child Objects

Use additional attributes in the contact points, additional identifier, and additional names child objects. These additional attributes are available both in Standard Import and REST APIs. These child objects are used by the Account, Contact, and Household objects.

Use Organization REST Resource to Manage Generic Organization Data

Use the REST resource based on the generic Organization object to manage organization data.

Use Import and Export Management to Create, Update, Delete, and Export the Customer Hub Person Entity

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

Provide Support for Importing Additional Attributes Using the Hub Organization Import Object

Add additional attributes to the field definition of the Hub Organization import object and integrate it with geography name referencing. The newly added fields are:

• ThirdPartyFlag
• ValidatedFlag
• CleanlinessScore
• CompletenessScore
• DataConfidenceScore
• DatafoxCompanyId
• DuplicateIndicator
• DuplicateScore
• EnquiryDuns
• EnrichmentScore
• LastScoreUpdateDate
• RecencyScore
• ValidityScore

Use Person REST Resource to Manage Generic Person Data

Use the REST resource based on the generic person object to manage person data. You can also use this resource to import person data through the import REST APIs.

View Participant Summarized Earnings Using REST API

Use the Incentive Compensation Summarized Earnings REST resource to show participants and their managers summarized earnings.

Support Bulk Estimated Compensation REST Service

The Estimated Compensation REST API now supports an asynchronous mode that launches a background job to process bulk records in one simulation and also aggregates the earnings across many records for a single simulation.

Security

Use System Access Groups and Predefined Rules to Manage User Access to Account and Contact Data

You can use system access groups and predefined rules to support team-, territory-, and management-hierarchy-based access to account and contact data for your users. System groups provide an alternative way to manage a user's access to account and contact data. There is a system access group to correspond to each of the standard job roles Oracle provides, and predefined object sharing rules assigned to each group provide the same access to account and contact data provided by the standard job roles. You can also create access extension rules to extend the access provided by the predefined rules to related objects. The predefined object sharing rules associated with each system group are inactive by default.

Export Access Group Rules

You can export access group rules to a CSV file, allowing you to review and analyze the rules.

Application Composer

Eliminate Generate Artifacts Step When Publishing Sandbox

You no longer need to manually generate artifacts to publish custom objects and attributes. After your customizations, when you publish the sandbox, the application automatically generates import and export artifacts.

Roles Excluded from Migration Set While Importing Are Automatically Excluded from Subsequent Imports

Now you don't have to manually remove the same excluded roles from your migration set every time you import data from your source to target environments. That’s because while importing, if you exclude any roles from your migration set, those roles are automatically excluded from subsequent imports. If required, you can always find the excluded roles in the Missing Roles section of the Details dialog box, and manually create them in the target environment.

Simplified Setup

Quick Import Macros Enhance Validation for Standard and Custom Attributes

The import macros now automatically validate entries in both standard and custom fields for data type, character limit, and format mask. For example, the macro responds with an error when you enter more than the permitted 20 characters in the Stock Symbol field.

Support for Inside Sales Role-Provisioning Rules

The application now creates additional role-provisioning rules for the Inside Sales Representative and Inside Sales Manager resource roles when you use Setup Assistant for your initial setup, or when you enter basic company information in the Create Company Information quick setup page in the Sales offering's Company Profile functional area. Role-provisioning rules automatically provision users with the security roles they need to do their jobs.