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

Update 19B

Revision History

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

Date Feature Notes
21 JUN 2019 Simplified Sales Forecasting Updated document. Revised feature information.
26 APR 2019 Manage Simplified Contract Terms as a DOCX File Updated document. Delivered feature in update 19B.
29 MAR 2019 Post-Update Tasks Updated document. Added new section.
22 MAR 2019   Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.

Optional Uptake of New Features (Opt In)

We continue to add many new features to the Oracle Cloud Applications, and for some features, you can take advantage of new functionality at a pace that suits you by “opting in” to the feature when you’re ready. You can opt in to a feature in two ways: by using the New Features work area, or by using the Setup and Maintenance work area.

To opt in using the New Features work area:

  1. Click the Navigator, and then click New Features (under the My Enterprise heading).
  2. On the New Features page, select the offering that includes new features you’d like to review.
  3. Click Opt In for any feature that you want to opt in to.
  4. On the Edit Features page, select the Enable option for the feature, and then click Done.

To opt in using the Setup and Maintenance work area:

  1. Click the Navigator, and then click Setup and Maintenance.
  2. On the Setup page, select your offering, and then click Change Feature Opt In.
  3. On the Opt In page, click the Edit Features icon.
  4. On the Edit Features page, select the Enable option for any feature you want to opt in to. If the Enable column includes an Edit icon instead of a check box, then click the icon, select your feature options, and click Save and Close
  5. Click Done.

Feature Summary

Column Definitions:

Report = New or modified, Oracle-delivered, ready to run reports.

UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.

UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.


Customer Action Required = You MUST take action before these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.

Ready for Use by End Users
(Feature Delivered Enabled)

Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features.

Customer Must Take Action before Use by End Users
(Feature Delivered Disabled)

Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing.

Feature

Report

UI or
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Customer Action Required

Sales

Core Sales Force Automation

Campaign Views in Engagement Cloud

Simplified Sales Forecasting

Sales Analytics

Object Activity User Adoption Reporting

Opportunity Note Reporting

CX Cloud Mobile

Activity Subtype as a Standard Field

Ability to Hide Details Page Layouts Overview Section

Custom Scripts in CX Cloud Mobile

Sales Cloud for Office 365

Support for Service Requests

Enhanced Sync Status Feedback in Client 

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

Customer Data Management

Support for DFFs on Customer Account Site Purpose Field

RESTful Service to Create and Manage Users as Resources

Adaptive Search

Workspace for Sales and Service

Configuration UI for Global Search Powered by Adaptive Search

Default Subtab Navigation from Workspace List Page

Configure Standard Columns for Company-Defined Child Objects

One-to-Many Relationships for Company-Defined Objects

Workspace for Service

Adaptive Search for CX Cloud Mobile

Adaptive Search in CX Cloud Mobile

Service

Service Request Management

Apply Multiple Action Plan Templates to Service Requests

Action Plans - Multi Business Units and Striping

Installed Base Assets for Service

Asset-Based Entitlements

IoT Integration Support for Installed Base Assets

Knowledge Management

Article Status

Product, Category, and Content Type Search Filters

Knowledge Article Like/Dislike Ratings

Knowledge Management Historical Metrics Subject Area

Article Popularity

Service Channels

Cobrowse Integration with Live Window

Display Previous Service Request Messages in the Email Body

Digital Customer Service

Popular Knowledge Articles

Rate Knowledge Articles

Knowledge Article Published Date

Chat Transcript Download

Recent Selections in Product and Category Selectors

User Friendly Dates and Times in Service Requests

Cobrowse Integration with Chat

Field Service Integration

Field Service Work Order REST APIs

Sales Performance Management

Incentive Compensation

Incentive Compensation Rate Table Reporting

Participant Plan Number

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

Global Rule Qualifiers Setup

Obsolescence Notice: Payment Export

Enterprise Contracts

Manage Simplified Contract Terms as a DOCX File

Configuration

Security

Access Explorer

Integrations

Account Sync Between Financials and Engagement Cloud

Sales

Core Sales Force Automation

Campaign Views in Engagement Cloud

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

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

Steps to Enable

No steps are required to enable this feature.

Simplified Sales Forecasting

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

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

Watch a Demo

Steps to Enable

  1. Sign in as the sales administrator or a setup user.
  2. In the Setup and Maintenance work area, use the following:
  • Offering: Sales
  • Functional Area: Sales Forecasting
  1. Click Quick Setup to go to the Configure Simplified Sales Forecasting page.

Quick Setup Icon

Configure Simplified Sales Forecasting

Submitting the processes generates quarterly forecasting periods. You can access this page anytime to monitor the status of the process.

Monitor Generate Forecast Process Status

NOTE: This setup is exclusively for resource-based forecasting. If you want to make changes to the options or set up forecasting with dimensional territories, then you must use the Select Forecasting Options task available from the Sales Forecasting Functional Area of the Sales offering.

Tips And Considerations

  • You must set up the accounting calendar to enable forecasting. Generate the accounting periods with either monthly or quarterly frequency. Create your sales resource hierarchy before you set up simplified sales forecasting.
  • If you enable this feature, you cannot use dimensional territories to assign opportunities or other transactional objects.

Key Resources

For more information, see the forecasting topics in the Oracle Engagement Cloud Implementing Sales guide.

Watch Simplified Sales Forecasting Management Readiness Training

Role Information

  • Sales setup user or sales administrator

Sales Analytics

Object Activity User Adoption Reporting

As part of user adoption, you can report object activity metrics such as number of records created or number of records updated. 

In addition, you can analyze how frequently users are creating and updating records in the application to better understand trends and patterns in object activity by all users in your organization. Correlate user login metrics, such as the number of active days, along with object activity metrics to correlate and understand productivity and usage post-login.

Watch a Demo

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

Watch Sales Analytics Readiness Training

Opportunity Note Reporting

The new Sales - CRM Opportunity Note subject area contains all important attributes needed to report notes that are captured as part of an opportunity. The attributes include author, note description, note creation date, visibility, and more. 

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

Watch Sales Analytics Readiness Training

CX Cloud Mobile

Activity Subtype as a Standard Field

Description and Value

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

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

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

Activity Subtype Field Added to the Create Appointment Page.

Steps to Enable

Creating Activity Subtype Values 

Using Functional Setup Manager, you can access set-up pages associated with the Activity object and create, edit or delete Subtype values related to an Activity Type. 

  1. Sign in as an Administrator and navigate to Setup and Maintenance.
  2. Select the Sales Foundation functional area in the Sales Setup page.
  3. Search for the Manage Activity Type and Subtype task.
  4. Associate Type values with one or more Activity Function Types (Appointments, Call Reports, Tasks) on the Manage Activity Type page.
  5. Define Type-to-Subtype mappings in the Manage Activities Subtype page.
  6. Select specific Activity Type values to enable or enable all of them from the Display Activities Type drop-down menu on the Manage Activity Subtypes page. 

Create, Edit or Delete Subtype Values.

Adding the Activity Subtype Field to Web Page Layouts

Using Application Composer, you hide or show the dependent Subtype field on the Activity Create, Edit or Detail page.

  1. Sign in to Oracle Sales Cloud as a user that has a Sales Cloud Administrator job role and create, or activate, a sandbox.
  2. Navigate to Application Composer and select the Sales application.
  3. Select Sales from the Application choice list on the main Overview page.
  4. Use the object tree to select the Activity object to edit its attributes. You can add the Subtype field and modify the pages in which that field appears.
  5. In the Layout pane, click the Duplicate icon for the Standard layout and enter a layout name.
  6. Click Save and Edit on the Duplicate Layout dialog. 
  7. Add the Subtype field to the page layout by selecting it in the Available Fields pane, and then moving it to the Select Fields pane to appear on the page. You can move fields by clicking the field and moving it to your preferred location.
  8. Click Save and Close to exit the layout page.
  9. Click Done to close the duplicate layout.
  10. View layout changes via the Navigator > Sales > Activities > Activity Create, Edit or Detail page. 

Customized Create Appointment Page Including the Dependent Subtype Field and Values for Call Type.

Adding the Activity Subtype Field to Mobile Page Layouts

Using Mobile Application Setup, you can add the dependent Subtype field to an Activity Create, Edit or Detail page. 

  1. Open Application Composer by selecting Application Composer under the Tools category in the Navigator menu.
  2. Select the Sales application.
  3. Select Mobile Application Setup under the Common Setup list.
  4. In the Application Feature pane, expand the subheading of the Calendar, Call Report or Task object that you want to create a layout for.
  5. Click the Duplicate icon for the Standard layout and enter a layout name.
  6. Add the Subtype field to the page layout by selecting it in the Available Fields pane and then dragging and dropping it onto the mobile interface designer.
  7. Click Save in the top right-hand side of the Application Composer page.
  8. View layout changes via the Shuttle Menu > Calendar, Call Reports or Tasks > Create, Edit or Detail page. 

Drag and Drop the Subtype Field to the Mobile User Interface Designer.

Tips And Considerations

  • If you create a new Activity lookup type, then you will need to add a Tag value with the Activity Function. Lookup types provide the lists of values in application fields that are drop-down lists. You can customize the Activity Type values to fit your business needs. On the Define Lookups page, you can edit the existing lookup codes of a lookup type or add new lookup codes. To open the page, navigate to the Setup and Maintenance work area and search for the Define Lookup task list.
  • You can set a default Subtype value based on the Type field. For example, if the Activity Type is Email, and if the Type value is mapped to two Subtypes (such as Outbound and Inbound), then you can select Outbound as the default value. When you select the Email type, the application auto-populates the Subtype value of Outbound. If mapping wasn't defined, then the Subtype list of values doesn't display any values.
  • After creating an activity with a Type-to-Subtype mapping, if the mapping of the Type or Subtype value is disabled, and if you create a follow-up activity or an associated Call Report, then the Type and Subtype values will not have defaulted.

Key Resources

See the Testing Oracle CX Cloud Mobile Configurations: Worked Example topic for details about how to check your mobile configurations. For more information about publishing sandboxes, see the Publishing Sandboxes chapter of the Oracle Sales Cloud - Extending Sales guide.

Role Information

Administrative privileges are required to create and edit Activity Subtype values that depend on the Activity Type value.

Ability to Hide Details Page Layouts Overview Section

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

Steps to Enable

  1. Activate a sandbox and navigate to Mobile Application Setup in Application Composer.
  2. Select the object that has the List Overview section that you want to hide.
  3. Select the Detail layout and select an existing layout or create a copy of the standard layout.
  4. Click on the List Overview section on the canvas to toggle the display of the overview section.
  5. Save the changes.
  6. Before publishing the changes, test your updates by downloading the sandbox on the mobile app.

Tips And Considerations

  • Since standard layouts are not editable, duplicate a standard layout to hide the overview section.
  • If you already have layouts created, you will need to hide the overview section in each layout.

Role Information

  • Sales Administrator

Custom Scripts in CX Cloud Mobile

Write custom scripts for Oracle CX Cloud Mobile so that custom validations and business logic can be enabled within the app, in both online or offline modes. You can write scripts for the following events for any object: On Create, Before Save, After Save, or On Field Change. Scripts can be applicable to all users or to users in specific regions or countries.

Examples of custom scripts for events:

  • On Create: Write scripts to set default field values, or, make a field mandatory when the create form is loaded in the app (such as when creating a new opportunity).
  • Before Save: Write scripts to perform validations before saving a record to Engagement Cloud.
  • After Save: Write scripts to execute custom business logic after a record has been saved to Engagement Cloud.
  • On Field Change: Write scripts that perform validations for a specific field or that have additional logic when a user modifies a specific field's value.

You can define scripts for all users or for users in a specific region or country. Further, within a region or country, you can limit the scripts to a set of roles if you want.

Watch a Demo

Steps to Enable

  1. Sign in to the application as a sales administrator or setup user.
  2. Activate a sandbox.
  3. Go to Application Composer.
  4. Click Mobile Application Setup.
  5. Enable scripting.
  6. Click the Scripts tab.
  7. Select a relevant object and event that you want to use in your custom script.
  8. Write the script.
  9. Set regions for the script.
  10. Click Validate and then Save.
  11. Download the sandbox in the CX Cloud Mobile app to test the scripts.
  12. Publish the sandbox to make the scripts available to all users.

Tips And Considerations

  • Within the panel in scripts tab, select an object, field, or choice list value, and click on Enter icon to insert the object, field or choice list value on to the editor.
  • Within the editor, press CTRL + SPACE to see a list of objects and/or global system functions that you can use. For details on the systems functions and complete function library, refer to product documentation.
  • When selecting a field for the On Change Field Event, the drop down list only displays a subset of fields. Use search to search for all other fields.
  • For an object and event, only one script can be associated to "All" countries or regions. Similarly, for an object and event, only one script can be created for a specific region or country. For logged in user, the non region specific script will execute first and then region specific script, if any, associated to user's country. User's country is determined by his or her country preference in Engagement Cloud.
  • Scripts for a region or country can be further subset to a role or set of roles, if required. In such case, the script will be executed only for set of roles that the script is associated to.

Key Resources

Watch Custom Scripts and Adaptive Search in CX Mobile Readiness Training

Sales Cloud for Office 365

Support for Service Requests

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

Review Account Service Requests

You can review the various critical service requests for their accounts and also update these service requests with any information that may be helpful in resolving customer issues. Any email that you receive or send, related to service requests, can be synced to the appropriate service request.

Steps to Enable

To share emails and appointments to service requests, using the Office 365 designer, enable the service request object type.

For example, to see the list of service requests for accounts, enable the Service Request subtab in the Account Details page, using the Office 365 Designer.

Enhanced Sync Status Feedback in Client 

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

Records Synced to Office 365

You can now see detailed information related to the latest sync.

Detailed Information

Steps to Enable

No steps are required to enable this feature.

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

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

Instant Sync to Office 365

Steps to Enable

No steps are required to enable this feature.

Customer Data Management

Support for DFFs on Customer Account Site Purpose Field

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

Steps to Enable

Leverage the Setup and Maintenance work area to manage Descriptive Flexfields (DFFs). To learn more visit Oracle Help Center > your apps service area of interest > Books > Implementation.

RESTful Service to Create and Manage Users as Resources

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

With the Resource User RESTful service, now you can:

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

NOTE: Future-dated transactions not supported.

Steps to Enable

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > your apps service area of interest > REST API). If you are new to Oracle's REST services you may want to begin with the Quick Start section.

Key Resources

For more information, see the REST API for Oracle Engagement Cloud documentation.

Adaptive Search

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

Workspace for Sales and Service

Configuration UI for Global Search Powered by Adaptive Search

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

Steps to Enable

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

Default Subtab Navigation from Workspace List Page

Administrators can set any subtab as the default tab in the company-defined detail page layout of standard and company-defined objects. Drilling down from the Workspace landing page sets the focus on the modified default subtab. This navigation gives users the most relevant information based on their role (information that is required for their day-to-day operations) and ensures consistent behavior when navigating to the details page of the standard and company-defined objects.

Steps to Enable

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

Configure Standard Columns for Company-Defined Child Objects

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

Steps to Enable

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

One-to-Many Relationships for Company-Defined Objects

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

Steps to Enable

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

Workspace for Service

Service Requests Available in Adaptive Workspace

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

Enhanced Dynamic Tab Support

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

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

Here are some additional notes regarding nested dynamic tabs:

  • The nested dynamic tabs that are opened will display 3 buttons:
    • Save button when clicked will save any data changes and the user stays on the same page
    • Save and Close button when clicked will save any data changes and closes the tab. This button will display on the first nested tab only if there are no other nested tabs opened. As soon as another nested tab is opened, this button will be hidden.
    • Cancel button when clicked will discard any data changes and closes the tab. For the Service Request - Details page, if there are unsaved changes, the user will be notified there are unsaved changes.
  • The user can click the X icon on the top level tab to close the top level tab and any open nested dynamic tabs. The user will get a warning if there are unsaved data in any of the nested dynamic tabs. Tabs that have unsaved data will be highlighted by a blue dot in the tab label.

NOTE: Adaptive Workspace is available to customers participating in a preview access program. Apply for preview access on the “Search and Workspace User Experience” forum within the Engagement Cloud section of Oracle Cloud Customer Connect.

Nested Tabs within Adaptive Workspace

Steps to Enable

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

Tips And Considerations

  • A specific functional privilege must be granted to the role of your service users in order to open dynamic tabs. If you have clones and customized the seeded service roles, please ensure the new privilege is granted to the intended service roles.
  • Up to 10 Top Level Dynamic Tabs can be opened at one time. Users will be notified to close one of the existing tabs if they attempt to open the 11th tab.
  • Up to 5 Nested Dynamic Tabs can be opened under each Top Level Dynamic Tab. Users will be notified to close one of the existing tabs if they attempt to open the 6th tab.

Role Information

Top Level Dynamic Tabs and Nested Dynamic Tabs are supported out of the box for the Customer Service Representative and Customer Service Manager roles.

Adaptive Search for CX Cloud Mobile

Adaptive Search in CX Cloud Mobile

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

Watch a Demo

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

Steps to Enable

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

Prerequisite: Adaptive search is already configured in Engagement Cloud.

  1. Sign in to the application as a sales administrator or setup user.
  2. Activate a sandbox
  3. Navigate to Application Composer.
  4. Click Mobile Application Setup.
  5. Select the option Enable Elastic Search.
  6. Save and download the sandbox to test in CX Cloud Mobile.
  7. Publish the sandbox.

Tips And Considerations

  • To enable search on fixed-choice list (FCL) or dynamic-choice list (DCL) fields using Adaptive Search on Mobile, ensure that the FCL or DCL field is enabled for inclusion for the parent object.

Key Resources

Watch Custom Scripts and Adaptive Search in CX Mobile Readiness Training

Service

Service Request Management

Apply Multiple Action Plan Templates to Service Requests

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

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

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

Instead of creating a single large Action Plan template with many actions, consider grouping commonly used subsets of actions into separate smaller templates. This allows more flexibility for Service Request owners to apply the subset of steps that are relevant to each particular service issue, as well as making it easier to reuse sets of actions across multiple types of situations.

Key Resources

See the Working with Service Requests chapter in the Using Service guide.

Action Plans - Multi Business Units and Striping

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

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

  • There are no additional steps required to enable this feature. Once multi-business units is enabled for the Service offering, you can use the Action Plans setup tasks to associate templates and actions to the correct business units.
  • If you have a dual implementation of CRM Service and HR Help Desk, you will need to update the stripe code on existing actions and action plan templates to distinguish the applicable use case.

Key Resources

See Setting Up Action Plans in the Implementing Service guide.

Installed Base Assets for Service

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

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > your apps service area of interest > REST API). If you are new to Oracle's REST services you may want to begin with the Quick Start section.

Tips And Considerations

There is a global setting where your administrator must choose whether to use Installed Base Assets or the default Asset object for the Service Request and Work Order process. If you are using the default Asset object elsewhere in Engagement Cloud for other sales processes, carefully consider the impact of activating the Installed Base Asset option for service because those other processes do not utilize the Installed Base Asset model. See the Implementing Service guide for details.

There are some extensibility limitations to the Installed Base Asset object. Please refer to the Extending Sales and Service Guide on https://docs.oracle.com for details.

Key Resources

For additional information about extending service request and work order page layouts to utilize installed-base assets, as well as information regarding extension of the installed base asset object using application composer, please refer to the Extending Sales and Service Guide on https://docs.oracle.com.

Asset-Based Entitlements

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

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

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

  • There are no additional steps required to enable this functionality once you opt-in to use installed base assets (covered elsewhere in this What's New document) and allow an installed base asset to be picked on a service request. When a Service Request specifies an installed base asset that is covered on a service contract, that corresponding coverage will automatically be considered when applying milestones to the Service Request.
  • Note that milestones can be applied to a service request based on coverages specified at a global default, a customer-level default, and now a service contract-level for specific assets. When the same milestone exists in coverages at multiple levels, the contract values will take priority over customer-level default values, which in turn take priority over global default values.

Key Resources

For details about setting up entitlements, see the "Setting Up Service Entitlements" chapter in the Implementing Service in Engagement Cloud guide: http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2331371

For details about implementing service contracts, see the Implementing Enterprise Contracts guide.

For more information about using Installed Base Assets with Service, please refer to the respective section of this What's New document.

IoT Integration Support for Installed Base Assets

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

Steps to Enable

Once you have opted in to use Installed Base Assets for service on the service request, there are two steps required:

  1. Download the new PAR file for IoT integration (look for the download instructions for the Service Monitoring for Connected Assets solution in the Implementing Service guide)
  2. Within Oracle Integration Cloud, disable the older version of the integration for Autocreate SR (v1.0) and enable the new integration for Autocreate SR (v2.0)

Key Resources

For additional information about utilizing installed base asset on service requests, please refer to the Installed Base Asset for Service feature in this What's New document. 

For additional details about the integration with IoT, refer to chapter Integrating Oracle Internet of Things Service Monitoring for Connected Assets in the Implementing Service guide.

Knowledge Management

Article Status

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

Watch a Demo

Steps to Enable

Knowledge managers and administrators can enable this feature on the Manage Knowledge Article Status page in Fusion Setup and Maintenance:

  1. In Setup and Maintenance, select the Service offering.
  2. Select the Knowledge Management functional area.
  3. Select the Manage Knowledge Article Status option.
  4. Select the Enable Article Status option.

Tips And Considerations

  • You can't delete pre-defined article statuses; you can disable them.
  • You can't disable the article status feature if the latest version of any article has a status assigned to it.

Key Resources

See the Using Knowledge in Engagement Cloud guide (available from Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > User).

Watch Article Status Readiness Training

Role Information

  • Users must have the Knowledge Manager role to enable article statuses in FSM.
  • Authoring users must have a Knowledge role with the Create/Modify Article privilege to assign a status to an article.

Product, Category, and Content Type Search Filters

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

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

Steps to Enable

An administrator with Page Composer editing and publishing privileges can enable the new filters on the My Knowledge page:

  1. In an open sandbox, navigate to My Knowledge.
  2. Click the user icon, then select Settings and Actions > Edit Pages.
  3. In the Edit Pages dialog, select Site and click OK.
  4. Click the Show Advanced Search icon to view the product, category, content type, and locale filters.
  5. Click the edit icon next to an option, and in the component properties box, select the check box, and click OK.

Key Resources

See the Using Knowledge in Engagement Cloud guide (available from the Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > User).

Role Information

An administrator with Page Composer editing and publishing privileges can enable the new filters on the My Knowledge page.

Knowledge Article Like/Dislike Ratings

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

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

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

Watch a Demo

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

This feature is enabled and set to the 5 star rating scheme by default. There is no additional enablement required.

  • A knowledge manager can change the rating type at any time.
  • Ratings results from a previous rating type will be retained if you choose to switch back to a previously used rating type.
  • The rating type applies to all content types in your application

Key Resources

See the Using Knowledge in Engagement Cloud guide (available from Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > User).

Watch Knowledge Ratings Likes Dislikes Readiness Training

Role Information

Knowledge Managers and administrators can choose the rating type for articles.

Knowledge Management Historical Metrics Subject Area

We are introducing a new subject area for reporting on knowledge management historical metrics. Users can report on article views, ratings, service request links, article creation, and publishing from a single subject area. This historical data is aggregated hourly. The new subject area includes the standard article dimensions for the latest version of the article, and also includes dimensions for Article Status and Article Rank.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > Administration).

Make the feature accessible by assigning or updating privileges and/or job roles. Details are provided in the Role section below.

Tips And Considerations

  • All historical metrics are reported against the latest version of the article. The metrics are not associated with versions of articles.
  • In the current release, ratings data includes only 5 star ratings. You can report on likes / dislikes directly using the Knowledge Management Ratings Real Time subject area.

Key Resources

See the Using Knowledge in Engagement Cloud guide (available from the Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > User) and the Creating and Administering Analytics guide (available from the Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > Books > Administration).

Role Information

Knowledge analysts and knowledge managers have access to Knowledge Analytics.

Article Popularity

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

Steps to Enable

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > Engagement > Knowledge > REST API). If you are new to Oracle's REST services, you may want to begin with the Quick Start section.

Key Resources

See the REST API for Knowledge in Oracle Engagement Cloud guide (available from Oracle Help Center > Cloud > SaaS > Engagement – Sales and Service > REST API > Engagement Knowledge).

Service Channels

Cobrowse Integration with Live Window

Cobrowse is a new channel available to chat agents. During a standard chat interaction, an agent can request a cobrowse session in order to better assist the customer by showing something on the screen, or to provide a more personal interaction in order to build a stronger customer relationship.

Steps to Enable

Make the feature accessible by assigning or updating privileges and/or job roles. Details are provided in the Role section below.

Tips And Considerations

  • Fully imbedded cobrowse within the Live Window communication panel.
  • In-session agent controls can be configured for view only, view + point, or full mouse and keyboard control.

Role Information

Agents planning to use cobrowse will need the following privileges included.

  • Access Co-browse Feature – SVC_ACCESS_COBROWSE_PRIV – Allows launching and usage of Co-browse functionality.
  • Manage Co-browse Access – Privileges – SVC_MANAGE_COBROWSE_ACCESS_PRIV – Enables Availability setting for new Co-browse work.

Additionally, the following profile option is required:

  • SVC_CHAT_COBROWSE_ENABLED - set profile value to Yes and enables cobrowse for the Live Window.

Display Previous Service Request Messages in the Email Body

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

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

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

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

Steps to Enable

Insert the new tag (#PrevConversation#) into the relevant Service Request email template(s).

Tips And Considerations

A profile option is provided to limit the number of previous messages that are included (up to a maximum of 10 messages). Set the profile option to any value between 1 and 10.

Key Resources

See the Setting Up Communication Channels of the Implementing Service guide.

Digital Customer Service

Popular Knowledge Articles

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

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Rate Knowledge Articles

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Tips And Considerations

See Knowledge Management > Knowledge Article Like/Dislike Ratings

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Knowledge Article Published Date

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Chat Transcript Download

End users can download a transcript of their chat session.

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Recent Selections in Product and Category Selectors

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

User Friendly Dates and Times in Service Requests

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

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

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

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Cobrowse Integration with Chat

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

  • Available in the reference implementation

Steps to Enable

Use the Opt-In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service                         

Key Resources

For more information, see the Implementing Digital Customer Service guide.

Field Service Integration

Field Service Work Order REST APIs

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

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

Steps to Enable

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > your apps service area of interest > REST API). If you are new to Oracle's REST services you may want to begin with the Quick Start section.

Key Resources

See the Oracle API Catalog Cloud Service for Sales Cloud for more information on the new REST APIs.

Sales Performance Management

Incentive Compensation

Incentive Compensation Rate Table Reporting

A new OTBI subject area called Incentive Compensation - Rate Table Real Time enables reporting of all elements of a rate table, including Dimensions, Tiers, and Rate Table Values. This Subject area is designed to support reporting requirements for IC Plan Admin, IC Manager & IC Analyst – mainly for Rate Table admin type reporting.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

Watch Sales Analytics Readiness Training

Participant Plan Number

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

Steps to Enable

  1. Sign in to the application as a sales administrator or setup user.
  2. In the Setup and Maintenance work area, use the following:
  • Offering: Sales
  • Functional Area: Sales Foundation
  • Task: Manage Public Unique Identifier Profile Options
  1. On the Manage Public Unique Identifier Profile Options page, provide the site level prefix value for the CRM Public Unique ID Prefix profile option.
  2. Optionally, provide the site level radix choice for the CRM Public Unique ID String Encoding profile option.

Key Resources

Before configuring the prefix and radix, review the topics on the setup of public unique IDs available in the Oracle Engagement Cloud Implementing Sales guide.

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

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

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

Steps to Enable

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > your apps service area of interest > REST API). If you are new to Oracle's REST services you may want to begin with the Quick Start section.

Key Resources

For more information about using RESTful services, see the REST API for Oracle Engagement Cloud guide.

Global Rule Qualifiers Setup

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

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

Steps to Enable

Leverage the Setup and Maintenance work area to manage Descriptive Flexfields (DFFs). To learn more visit Oracle Help Center > your apps service area of interest > Books > Implementation.

Tips And Considerations

  • If you have multiple business units in the instance, then define your new DFFs that need to be used as a rule qualifiers, as global segments. Any rule qualifiers that were defined before applying the patch will not be affected.
  • You can edit the qualifiers to add more operators for a specific business unit.
  • You can delete a qualifier if it is not used in a rule in any business unit.

Role Information

  • Incentive Compensation Application Administrator

Obsolescence Notice: Payment Export

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

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

Steps to Enable

No steps are required to enable this feature.

Enterprise Contracts

Manage Simplified Contract Terms as a DOCX File

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

Steps to Enable

  • If you want to create a new simplified terms template, you no longer have to first download an empty XML template. You can use your own Word DOCX file, and upload it using the application UI.
  • If you have existing downloaded XML contract documents, you will need to use the Save As option in MS Word to convert them to a supported DOCX format before uploading them back to the system.

Configuration

Security

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

Access Explorer

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

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

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

Using this information, the administrator can quickly determine why a user can or can’t view a specific record or records, and then grant or revoke the appropriate data security policies as required.

A User's Access to an Object

A User's Access to a Specific Record of an Object

Watch a Demo

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

Access Explorer is accessible from the following locations:

  • Navigator: Tools menu -> Sales and Service Access Management -> Explore Access
  • Setup and Maintenance work area:
    • Offering: Sales
    • Functional Area: Users and Security
    • Task: Manage Sales and Service Access
    • Button: Explore Access

Key Resources

Watch Access Explorer Readiness Training

Role Information

Users with the IT Security Manager role or the Customer Relationship Management Application Administrator role can access the Access Explorer tool.

If you need to grant a custom job role access to Access Explorer, grant the Manage Sales and Service Access functional privilege to your custom job role.

Integrations

Account Sync Between Financials and Engagement Cloud

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

Steps to Enable

After users create customers in Financials Cloud, use a scheduled process to sync the records from Financials to Engagement Cloud. 

Users can find and create customers in the Manage Customers UI in Financials Cloud. New organization customers are created by providing the customer name, address details, and the address purpose, such as sell-to or bill-to. Similarly, users can update existing customers in the same UI.

After a customer is created or updated, you run the process to sync the records, which includes customers and contacts.

To run the process:

  1. Sign in to Financials Cloud as an administrator.
  2. Go to Tools > Processes.
  3. Find and submit the process called Synchronize Financials Cloud Accounts and Contacts with Engagement Cloud.

After you run the process, it displays in the Schedule New Process table with the status Ready. When the status shows Succeeded, the records are synchronized to Engagement Cloud. Sales users can view the account and contact records by navigating to Sales > Accounts or Sales > Contacts. 

Tips And Considerations

  • You can schedule the process to run at specific intervals or run it on demand.
  • Note that when the records are created or updated, owner information is not defaulted.

Key Resources

For more information on scheduling the process, refer to the documentation on scheduled processes.

For more information on security, see the Oracle Engagement Cloud Implementing Sales and Service guide.

Role Information

  • Administrator

Post-Update

Post-Update Tasks

REPORTING AND ANALYTICS

In R13.19A OTBI direct database query has been disabled by default in BI Answers. To prevent reports generating system errors, BI Administrator can modify BI privileges to revert this change. For more details related to this change, please refer to the announcement on Cloud Customer Connect - https://cloudcustomerconnect.oracle.com/posts/6e94e92084.

UPDATE APPLICATION COMPOSER CUSTOMIZATIONS TO THE LATEST ENHANCED BEHAVIOR

During your upgrade, most existing customizations made in Application Composer are automatically updated to the latest enhanced behavior in the new release. However, there are a few exceptions, which require you to manually initiate the upgrade script for each of those customizations.

STEPS TO ENABLE

You must sign in as a user with an administrator role to perform these steps.

IMPORTANT: Do not perform these steps when there are pending changes in an active sandbox. Be sure to save and publish sandboxes with any changes you want to keep before proceeding and delete any sandboxes that you do not intend to publish.

  1. In Oracle Sales Cloud, open the drop-down menu next to your user name, and select Manage Sandbox.

  1. Create a new sandbox, and set it as the active sandbox. The current active sandbox displays at the top of the application.

  1. Go to: Navigator > Application Composer (under Tools).
  2. From the Application, drop-down list, select the first application whose metadata you want to upgrade, such as Common or Sales.

NOTE: You need to upgrade the existing customization metadata for each application separately.

  1. From the navigation tree on the left, under Common Setup, click Metadata Manager.

  1. Click Metadata Upgrade.

  1. By default, the list displays the "Not Started" upgrade items that you need to manually upgrade. Highlight the first row in the list, and then click the Upgrade button.

  1. Click OK in the confirmation dialog box. This process may take a couple of minutes. When the upgrade is done, the dialog box will close and the Upgrade Completed column will be checked.

NOTE: Currently, the upgrade item Custom objects and fields are not available for global search does not show a checkmark in the Upgrade Completed column even after the metadata upgrade is complete. You can proceed with the metadata upgrade process without concern.

  1. Repeat steps 7-8 for each row in the list.
  2. Repeat steps 4-8 for each application in the Application drop-down list in Application Composer.
  3. Publish the sandbox. 

After the processes have completed, the application is ready to use.

KEY RESOURCES

Read Prepare for Your Quarterly Update (Doc ID 2445338.1) on My Oracle Support to learn how to prepare for and validate your quarterly update