Update 21A

Revision History

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

Date	Product	Feature	Notes
28 MAY 2021	Intelligent Advisor	Style Interviews Using Redwood Theme	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Generate Reviewable Transcripts for Interviews	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Interview Extension Data Connections	Delivered new feature in Update 21A.
28 MAY 2021	Intelligent Advisor	Develop Decision Services in a Browser	Delivered new feature in Update 21A.
29 JAN 2021	Accounts, Contacts, and Households	Enable Configuration of Address Region Using Application Composer	Revised feature information.
29 JAN 2021	Territory Management	Export the Territory Hierarchy in Export Management	Added the feature for Update 21A.
29 JAN 2021	Partner Management	Assign Partners to Leads from Workspace	Revised feature information.
29 JAN 2021	Application Composer	Make Categories Extensible by Using the Application Composer	Revised feature information.
29 JAN 2021	Sales Analytics	Enable Reporting for Sales Product Information Master	Removed feature from Update 21A.
29 JAN 2021	Import and Export Management	Improve Performance of External Data Loader Client	Removed feature from Update 21A.
29 JAN 2021	Security	Expanded Support for Access Groups	Revised feature information.
20 JAN 2021	B2B Service/Service Channels	Send Inline Images Up to a Maximum Size of 10 MB in an Outbound Email	Removed feature from Update 21A.
04 DEC 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

CRM Common Components

Mark Favorite Records

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

Currently, salespeople can mark favorites for:

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

Configure How Long to Keep Recent Items

You can now configure how long recent items stay in salespeople's Recent Items list. By default, the application deletes all recent items older than 30 days.

Purge Inactive Sales Accounts

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

Delete Child Records for Inactive or Merged Parent Records

Delete child objects and related entities when the parent record is in an inactive or merged status.

Customer Data Management

Enable Configuration of Address Region Using Application Composer

You can now configure the address region using Application Composer. Add more fields to the address region in the account, contact, and household pages.

Display the Match Rule Name on the Duplicate Identification Page

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

Resources

Validate Resource Manager End-Dating or Hierarchy Changes

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

User Context

Use Favorites in User Context for Additional Objects

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

Workspace and Adaptive Search

Support Favorites in Workspace and Adaptive Search APIs

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

Mass Update Records in Workspace

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

Set Default Saved Searches for Mobile App Users

Saved searches are predefined for Workspace users. Now, in addition, administrators can set the default saved search per object for mobile app users for either specific roles or for the whole site. Mobile users can override these and set their own default searches, too. This feature helps to display the most relevant records in their mobile app with a single tap on the menu.

Use Search to Find the Right Filter for Workspace Infolets

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

Configure Multiple Parameters to Achieve a Superior Workspace Search Experience

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

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

Core Sales Force Automation

Campaigns

Navigate Campaign Saved Searches in Workspace

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

Leads

Assign Partners to Leads from Workspace

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

Opportunities

Move Opportunities to Different Business Units

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

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

Sales Assistant

Extend Sales Assistant for Microsoft Teams

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

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

Enterprise Contracts

View Amount in Contract Version History

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

Assign Numbers Automatically for Imported Contracts

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

Manage Asset Transactions Using the Reprocess Installed Base Updates Scheduled Process

Asset transactions that affect your warranties and coverage-based services are managed directly from the Reprocess Installed Base Updates scheduled process, instead of using the import process.

Work Assignment

Use Predefined and Custom Rule Conditions for Access Group Rules

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

CX Sales Mobile

Embed Links in CX Sales Mobile

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

Make Important Records Your Favorites

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

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

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

Display Oracle DataFox Smart Talking Points and Account Score

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

Track and Manage Service Requests

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

Track Leads and Opportunities and Define Layouts by Business Unit

Associate opportunities and leads to a business unit and restrict visibility to the sales users of the division, while using a common set of data -- such as accounts and contacts -- across all sales divisions. With the multiple business unit model enabled in your sales instance, that caters to multiple sales divisions, you can also leverage the following corresponding functionality in CX Sales Mobile leads and opportunities:

• Automatically associate opportunity attributes such as win/loss reason, sales method, and sales stages to business units and define their values to be business unit specific or shared across business units.
• Report on lead and opportunity data by business unit for divisional managers, and consolidate opportunity data across business units for executive reporting.
• Use business unit dimensions on territory setup to limit visibility of the leads and opportunities to the users of the sales division.
• Configure lead and opportunity layouts for different business units to simplify data entry for divisional sales processes.
• Author scripts to apply business logic and custom validations for different business units to execute on the mobile app.

Sales for Microsoft 365

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

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

Use Advanced Share to Share Emails and Meetings

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

Configure Availability of Various Actions on the Activities Timeline

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

Uptake Favorites Framework

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

Intelligent Advisor

Intelligent Advisor Interview Attachments on Custom Objects

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

Style Interviews Using Redwood Theme

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

Generate Reviewable Transcripts for Interviews

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

Interview Extension Data Connections

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

Develop Decision Services in a Browser

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

Sales Performance Management

Territory Management

Update Assigned Territories from Accounts

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

Search for Territories by Dimension in Workspace

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

Export the Territory Hierarchy in Export Management

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

Incentive Compensation

View Full Qualifying Criteria of a Participant Assignment Rule

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

Use Improved Usability Enhancements

Search for participants using additional attributes, such as email address and worker number, across different work areas. View additional attributes of the participant like email and worker number in search results to easily identify a specific participant. Select periods easily in the main landing page of the Credits and Earnings work area with a minimum number of clicks using the improved order of displayed periods and persistence of periods chosen. Delete credit rules with improved messages that identify the exact rule being deleted. Use the query by example filter to easily find plan components and performance measures while troubleshooting a plan.

Run Crediting, Rollup, and Classification with Intelligent Batching

Run Crediting, Rollup, and Classification without having to set the number of batches in business unit parameters. Each process run batches records intelligently for that specific run to get optimal performance.

Use Enhanced Plan Import with Replace Option

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

Import Rules Directly from Spreadsheet Using Excel Macros

Import rules directly from a spreadsheet by utilizing a Microsoft Excel macro template for rules. Populate the spreadsheet template and create the import activity with the click of a button directly from the spreadsheet instead of navigating to the Import Management UI in the application.

Use Enhanced Participant Imports

View improved logs and output files to easily troubleshoot your participant and analyst imports. Enhanced filtering improves the import process when using the selection rules.

Sales Analytics

View New User Adoption Metrics in Application Usage Insights

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

• Sign-ins
• Session duration
• Record usage

Gain Insights on CRM Reporting and Analytics Usage

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

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

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

New CX Sales Mobile Application Support in User Adoption

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

B2B Service

Digital Customer Service

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

Self-service administrators have the option to manually approve or auto-approve self-service registration requests that aren't associated with an account.

Cancel Your Work Order in the Self-Service Portal

Self-service users can now cancel work orders directly in the self-service portal. Previously, the user had to contact an agent to cancel work orders. This feature reduces the number of contact center inquiries and improves the customer's experience.

NOTE: Digital Customer Service is on a monthly release cadence. These features were released in the October 2020 release.

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

Existing Oracle Identity Cloud Service users will be able to register as self-service users.

NOTE: Digital Customer Service is on a monthly release cadence. These features were released in the October 2020 release.

Knowledge Management

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

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

Service Request Management

Invoke Individual Action Plan Actions

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

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

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

Create a Case from an Action Plan

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

Include Opportunities in Action Plans

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

Make Categories Extensible by Using the Application Composer

Add administrator-defined fields to the Category object. You can also write triggers on categories. Note that these features will be addressed in a future release: extensibility of the UI for managing categories and executing object workflow when a category is added or updated.

Create Installed Base Assets from Landing Page

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

User Personalization for Notifications

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

Service Channels

Use Localized Conversation Markers in Service Request Message History

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

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

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

Attachments or images included with any subsequent inbound emails on the SR are associated with both the corresponding SR message and the SR header. With this feature, the images or attachments for your first inbound email and subsequent inbound emails behave consistently.

Field Service Integration

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

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

Work Order Support for Account and Contact Merge

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

Import and Export and REST APIs

Use Address Locale Object in Import Management

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

Use REST APIs to Track Status of Bulk Export Jobs

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

Manage and Administer the Artifact Generation of Custom Objects and Attributes

You can now manage and administer the generation of custom objects and attributes in the Import Configuration tab. You can navigate to the Import Configuration tab from Import Management under Tools.

Delete Export Filter Criteria

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

Use Cascading Fixed Choice Lists of Values in REST APIs

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

Use REST Resources to Identify Duplicate Organization and Person Records

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

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

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

• DoNotCallMobileFlag
• DoNotCallHomePhoneFlag
• DoNotCallWorkPhoneFlag
• DoNotContactFaxFlag
• DoNotContactEmailFlag

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

Manage Bill Plan and Billing Controls Using REST APIs

You can use Contracts REST APIs to:

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

Use More Attributes for Contact REST Resource

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

• DoNotCallMobileFlag
• DoNotCallHomePhoneFlag
• DoNotCallWorkPhoneFlag
• DoNotContactFaxFlag
• DoNotContactEmailFlag

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

Use New Exportable Attributes to Analyze Duplicate Resolution Data

Analyze the nature and lifecycle of the duplicate resolution request data using new export attributes. You can use the newly added fields on the resolution request export and REST object to support reporting requirements.

Application Composer

Migrate Smart Actions from Test to Production

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

Create Custom Smart Actions for Standard and Custom Objects

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

Configure Notification Delivery Methods from Object Workflow

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

Security

Expanded Support for Access Groups

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

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

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

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

Simplified Setup

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

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

Integrations

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

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

Integrations