Oracle Sales and B2B Service Cloud
What's New
  1. Update 19D
  1. Revision History
  2. Overview
  3. Optional Uptake of New Features (Opt In)
  4. Update Tasks
  5. Feature Summary
  6. CX Foundation
    1. Accounts, Contacts, and Households
        1. Manage Accounts from Actionable Infolet
        2. Enrich Accounts from DataFox
        3. Time Zone Support for Contacts
        4. Use REST APIs to Get Inactive Relationship Records
        5. REST API Enhancements to Support Contact Points and OS/OSR as Children
        6. Account Supports Data Enrichment with DataFox
        7. Extend the Possible Duplicates Page
        8. Support for PII Attribute Security in Adaptive Search
    2. Calendar and Activities
        1. Control Creation of Different Activity Types with Security Privileges
        2. Integrate Case Object with Activities
    3. Customer Data Management
        1. Use Simplified Customer Data Management Setup Options
        2. Customer Data Management General Enhancements
        3. Use Optimized Source Confidence Survivorship
    4. Resource
        1. Use Role Type Field in Resource Search
  7. Core Sales Force Automation
    1. Leads and Opportunities
        1. Use Quick Actions on My Opportunities Actionable Infolet
        2. Use Functional Who Columns for Leads
        3. Leverage Smart Defaulting of Time Zone on Leads
        4. Integrate LinkedIn Sales Navigator with Leads
    2. Oracle Sales Assistant
        1. View Open Service Requests for an Account
        2. Ability to Create Tasks
        3. Maintain Context within Conversations
    3. Enterprise Contracts
        1. Modernized Contract Terms Tree Icons
        2. Improved Usability When Editing Contract Terms in Word
        3. Preview Simplified Contract Terms
        4. Insert Conditional Clauses Into Default Sections Automatically
        5. REST API Enhancements
        6. Embed Variables Based on Supplier
    4. Partner Relationship Management
        1. Use In-Context Change History for Partners, Partner Contacts, and MDFs
        2. Enhanced Program Enrollment Approval Notification and History
  8. Sales Performance Management
        1. Update Territories Using Export and Import Management
    1. Incentive Compensation
        1. Option to Shift Paysheet Real-Time Actions to Scheduled Processes
        2. Collect Only New or Changed Records
  9. Sales Analytics
        1. Report on Payment Recovery with Performance and Earnings Summary Subject Area
        2. Report on Contact Points for All Contacts
        3. Contact Point Reporting for Primary Contacts
        4. Use Additional Employee Dimension Managerial Attributes
        5. Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates
  10. Sales for Office 365
        1. Monitor Office 365 Sync Processes and Identify Issues
        2. Better Support for Account and Contact Addresses
        3. Delete Unneeded Page Layouts
        4. Capture Log Files for Support
        5. UI Navigation Improvements
        6. Select Contact When an Email Address Is Shared Across Contacts
        7. See Failed Sync Records and Manually Update Them
        8. Share Appointments Created by Customers
        9. App Captures Associated Account When Syncing Contacts
  11. CX Cloud Mobile
        1. Create Custom Links in CX Cloud Mobile
  12. Import/Export Management
        1. Split Export Files
  13. Simplified Setup
        1. Access Customer Data Management Setup Tasks in Sales Offering
  14. Integrations
        1. Use Source System Reference in Import/Export Management
        2. Use Contact Points and Additional Name in Import/Export Management
  15. Service
    1. Service Request Management
        1. Acknowledgement Functionality for More than One Recipient
        2. Use Subscriptions to Drive SR Milestones
        3. Associate Contact-Owned Installed Base Assets on SRs
        4. Use Installed Base Asset Card and Landing Page
        5. HR Help Desk Agents Can Drill to SRs from Bell Notifications
        6. Visibility of Replies to Forward Messages
    2. Knowledge Management
        1. Smart Title Discovery for PDFs
        2. Use Deep Links to Access Knowledge Articles Directly
        3. View Ratings in Authoring Application
        4. Leverage User Groups in Knowledge Management
        5. Easily Include Oracle Policy Automation Interviews in Articles
        6. Knowledge Analytics Content Security
        7. Filter and Report Analytics by Department
    3. Digital Customer Service
        1. Interject Proactive Knowledge Articles
        2. Use Digital Customer Service Components
        3. Interact with Oracle Policy Automation Interviews in Knowledge Articles
    4. Field Service Integration
        1. Use Service Logistics for Parts Ordering on Standalone Work Orders
        2. Integrate Work Orders with Other Field Service Applications
    5. Service Analytics
        1. Leverage New BI Subject Areas in Help Desk Analytics
    6. Omnichannel Framework
        1. Omnichannel Toolbar Prevents Work Availability Changes
  16. Application Composer
        1. Unified Sandboxes Replace Classic Sandboxes
  17. Post-Update
    1. Post-Update Tasks

Update 19D

Revision History

Date Feature Notes
27 NOV 2019 Collect Only New or Changed Records Updated document. Delivered feature in update 19D.
27 NOV 2019 Option to Shift Paysheet Real-Time Actions to Scheduled Processes Updated document. Delivered feature in update 19D.
27 NOV 2019 Embed Variables Based on Supplier Updated document. Revised feature information.
25 OCT 2019 Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates Updated document. Delivered feature in update 19D.
20 SEP 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.

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Optional Uptake of New Features (Opt In)

Oracle Cloud Applications delivers new updates every quarter. This means that every three months you'll receive new functionality to help you efficiently and effectively manage your business. Some features are delivered Enabled, meaning they're immediately available to end users. Other features are delivered Disabled meaning you have to take action to make them available. Features delivered Disabled can be activated for end users in a couple of ways -- one of which is to utilize the Functional Setup Manager (FSM) Opt In page.

Access the FSM Opt In page from 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 Go to Opt In for any feature you want to opt in.
  4. On the Edit Features page, select the Enable option for the feature, and then click Done.

or...  Access the FSM Opt In page from 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 for any area that includes features you want to opt in.
  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.

FSM Opt In Expiration

Occasionally, features delivered Disabled via FSM Opt In may auto enable in a future update. This is known as an Opt In Expiration. If your cloud service has any FSM Opt In Expirations you will see a related tab in this document. Click on that tab to see when the feature was originally delivered Disabled, and when the FSM Opt In will expire, potentially auto-enabling the feature. You can also click here to see features with FSM Opt In Expirations across all Oracle Cloud Applications.

Update Tasks

This section gives you information to help you plan, deploy, and validate your update. We make frequent additions to this document, so don’t forget to check back and get the latest information before your update starts.

Use the following resources to prepare for, deploy, and validate your update:

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

CX Foundation

Accounts, Contacts, and Households

Manage Accounts from Actionable Infolet

Enrich Accounts from DataFox

Time Zone Support for Contacts

Use REST APIs to Get Inactive Relationship Records

REST API Enhancements to Support Contact Points and OS/OSR as Children

Account Supports Data Enrichment with DataFox

Extend the Possible Duplicates Page

Support for PII Attribute Security in Adaptive Search

Calendar and Activities

Control Creation of Different Activity Types with Security Privileges

Integrate Case Object with Activities

Customer Data Management

Use Simplified Customer Data Management Setup Options

Customer Data Management General Enhancements

Use Optimized Source Confidence Survivorship

Resource

Use Role Type Field in Resource Search

Core Sales Force Automation

Leads and Opportunities

Use Quick Actions on My Opportunities Actionable Infolet

Use Functional Who Columns for Leads

Leverage Smart Defaulting of Time Zone on Leads

Integrate LinkedIn Sales Navigator with Leads

Oracle Sales Assistant

View Open Service Requests for an Account

Ability to Create Tasks

Maintain Context within Conversations

Enterprise Contracts

Modernized Contract Terms Tree Icons

Improved Usability When Editing Contract Terms in Word

Preview Simplified Contract Terms

Insert Conditional Clauses Into Default Sections Automatically

REST API Enhancements

Embed Variables Based on Supplier

Partner Relationship Management

Use In-Context Change History for Partners, Partner Contacts, and MDFs

Enhanced Program Enrollment Approval Notification and History

Sales Performance Management

Update Territories Using Export and Import Management

Incentive Compensation

Option to Shift Paysheet Real-Time Actions to Scheduled Processes

Collect Only New or Changed Records

Sales Analytics

Report on Payment Recovery with Performance and Earnings Summary Subject Area

Report on Contact Points for All Contacts

Contact Point Reporting for Primary Contacts

Use Additional Employee Dimension Managerial Attributes

Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates

Sales for Office 365

Monitor Office 365 Sync Processes and Identify Issues

Better Support for Account and Contact Addresses

Delete Unneeded Page Layouts

Capture Log Files for Support

UI Navigation Improvements

Select Contact When an Email Address Is Shared Across Contacts

See Failed Sync Records and Manually Update Them

Share Appointments Created by Customers

App Captures Associated Account When Syncing Contacts

CX Cloud Mobile

Create Custom Links in CX Cloud Mobile

Import/Export Management

Split Export Files

Simplified Setup

Access Customer Data Management Setup Tasks in Sales Offering

Integrations

Use Source System Reference in Import/Export Management

Use Contact Points and Additional Name in Import/Export Management

Service

Service Request Management

Acknowledgement Functionality for More than One Recipient

Use Subscriptions to Drive SR Milestones

Associate Contact-Owned Installed Base Assets on SRs

Use Installed Base Asset Card and Landing Page

HR Help Desk Agents Can Drill to SRs from Bell Notifications

Visibility of Replies to Forward Messages

Knowledge Management

Smart Title Discovery for PDFs

Use Deep Links to Access Knowledge Articles Directly

View Ratings in Authoring Application

Leverage User Groups in Knowledge Management

Easily Include Oracle Policy Automation Interviews in Articles

Knowledge Analytics Content Security

Filter and Report Analytics by Department

Digital Customer Service

Interject Proactive Knowledge Articles

Use Digital Customer Service Components

Interact with Oracle Policy Automation Interviews in Knowledge Articles

Field Service Integration

Use Service Logistics for Parts Ordering on Standalone Work Orders

Integrate Work Orders with Other Field Service Applications

Service Analytics

Leverage New BI Subject Areas in Help Desk Analytics

Omnichannel Framework

Omnichannel Toolbar Prevents Work Availability Changes

Application Composer

Unified Sandboxes Replace Classic Sandboxes

CX Foundation

Accounts, Contacts, and Households

Manage Accounts from Actionable Infolet

Manage all your accounts in one place using the My Accounts actionable infolet. Perform account-related actions, such as Create Opportunity, Create Lead, Create Appointment, Create Task, and Create Note from the quick actions menu. Drill down to the account details page or to the contact page directly from the infolet, without the need for additional clicks or navigation.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the section on actionable infolets in the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Enrich Accounts from DataFox

Leverage an additional data source for sales reps to enrich first-party account data. This enhancement improves Engagement Cloud's data enrichment capabilities and lets you select one of these sources for your data enrichment: DataFox or Dun & Bradstreet (D&B). Here's the basic admin setup and sales user flow:

  • As a sales administrator, you can access the new setup task Manage DataFox Data Enrichment Integration to specify DataFox as the source of data enrichment. Select either DataFox or D&B as the source of data enrichment.
  • As a salesperson, you can enrich existing account data on the Accounts overview page by selecting Enrich Account from the Actions menu. This action enriches the account with firmographic data, ensuring your account data is kept up-to-date with information by verified, adaptive intelligence (AI) data sourced from DataFox. 

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: Customer Data Management

  1. You must complete the integration steps described in the Integrate with Oracle Engagement Cloud topic.
  2. Next, sign in as a sales administrator in Engagement Cloud to configure DataFox data enrichment by accessing the new setup task Manage Data Enrichment for DataFox and entering the DataFox user credentials. This step enables the integration between Engagement Cloud and DataFox. 

DataFox Enrichment Option

  1. Next, from the Setup and Maintenance work area, go to the Manage Profile Administrator Profile Option Values task and search for the profile option code, ORA_ZCH_ENABLE_DATAFOX_ENRICHMENT.
  2. Set the profile option using these values:
  • Profile Level: Site
  • Profile Value: Y

Enable DataFox Enrichment Profile Option

  1. Lastly, specify the Industry Classification for Accounts to use the new DataFox Industry Classification category:
    1. Go to the Manage Administrator Profile Values task.
    2. Search for the profile option code MOT_INDUSTRY_CLASS_CATEGORY.
    3. Set the profile option to ORA_HZ_DATAFOX_INDUSTRY.

Tips And Considerations

  • You must subscribe to Oracle DataFox and work with your administrator to integrate DataFox to Engagement Cloud to get started.
  • Ensure that the DataFox Administrator used to authenticate against Engagement Cloud has the Sales Administrator job role. 
  • If you have an existing Engagement Cloud application and are currently using a different Industry Classification for Accounts, such as 1987 SIC, consider migrating the existing Industry Classification 1987 SIC to the DataFox Industry Classification. This migration requires mapping the existing 1987 Industry Classification to the DataFox Industry Classification and updating existing Engagement Cloud accounts with the new DataFox Industry Classification. This exercise ensures that your existing accounts use the DataFox Industry and new enriched accounts leverage DataFox industries.

Key Resources

Role Information

This feature is included with the Sales Administrator predefined job role. 

Time Zone Support for Contacts

Use the Time Zone attribute for the Contact and Lead objects. After you set up the Time Zone attribute using Application Composer, the attribute is exposed in REST APIs and in the UI. Sales reps can edit the attribute to adjust the time zone value from the initial value that was derived from the primary address.

The Time Zone supports 38 standard time zone values.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

You can run a batch job that updates all the contacts and leads that don't have a time zone value. You can also set a profile option (HZ_TIMEZONE_POPULATION_ENABLED) to Yes. Sales reps can manually assign a time zone value or update the value.

Tips And Considerations

Time zone codes can be viewed and managed in Setup and Maintenance under Manage Standard Lookups by searching for ORA_HZ_TIMEZONE_CODES.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • REST API for Oracle Sales and B2B Service

Role Information

  • Sales Administrator

Use REST APIs to Get Inactive Relationship Records

Account, Contact, and Household REST APIs now support getting inactive relationship records. This feature extends support to the v3 Relationship SOAP web service. You can use the status field as query parameter with value equal to 'A' for active or 'I' for inactive record status.

Steps to Enable

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

Key Resources

See the REST API for Oracle Sales and B2B Service guide available on Oracle Help Center.

REST API Enhancements to Support Contact Points and OS/OSR as Children

Account, Contact, and Household REST APIs now have two additional child objects as Contact Points (Phone, Email) and Source System Reference.

Contact Point details also include Contact Preference and Preference Reason Code at the contact-point level for phone and email.

Source System Reference is exposed as a child collection in Account, Contact, and Household RESTful web services.

Steps to Enable

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

Key Resources

See the REST API for Oracle Sales and B2B Service guide available on Oracle Help Center.

Account Supports Data Enrichment with DataFox

As part of the DataFox data enrichment solution, the Account object definition includes four new attributes:

  • Account Score
  • Account Scoring Tier
  • Description
  • Keywords

These editable and nonmandatory attributes are available in the Account REST API, and in the related Accounts page that you set up using Application Composer.

In addition, a new set of Industry classification codes for DataFox is available under the classification category, ORA_HZ_DATAFOX_INDUSTRY.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Key Resources

See these guides available on Oracle Help Center:

  • REST API for Oracle Sales and B2B Service
  • Implementing Sales

Extend the Possible Duplicates Page

The Possible Duplicates page is now extensible. You can expose the match score, along with other meaningful fields, to help sales users determine the appropriate matched duplicates that exist in the application. This new extensible page helps sales users make decisions about duplicates quicker and more effectively.  

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Sign in as the administrator and navigate to the Manage Application Toolkit Administrator Profile Values task in Setup and Maintenance. Set these profile options to TRUE:

For Account matching:

  • ZCM_ACC_EXACT_NAME_MATCH
  • ZCM_ACC_DUP_NOTIFICATION

For Contact matching:

  • ZCM_CON_EXACT_NAME_MATCH
  • ZCM_CON_DUP_NOTIFICATION

As the administrator, create a sandbox. In Application Composer, do this:

  • For Account matching: Navigate to Accounts > Pages > Possible Duplicates page layout. Follow the basic Application Composer steps to configure the new custom layout.
  • For Contact Matching: Navigate to Contacts > Pages > Possible Duplicates page layout. Follow the basic Application Composer steps to configure the new custom layout.

Tips And Considerations

The results from the match process show all accounts and contacts that the sales user has permissions to see. However, if users don't also have edit authority, they can't select the account or contact as the duplicate. Thus, be sure the user roles you'll use to select the duplicates have edit privileges assigned for accounts and contacts.

Key Resources

See the section on extending the duplicates page in the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

Typically, a data steward or sales representative determines if an entry is a duplicate contact or account. Each organization allocates this function according to their needs. Whoever adds new contacts or accounts and ultimately searches the application for duplicates should have enough authority granted to not only view the result set, but also to select the appropriate matched account or contact.

Support for PII Attribute Security in Adaptive Search

Workspace supports personally identifiable information (PII) attributes and includes them in search criteria and search results. Not only are PII attributes supported, but they're appropriately secured based on the READ privileges and masked/not searchable if you don't have the READ privilege.

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

NOTE: 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.

Role Information

User Privilege

JgzzFiscalCode

HomePhone

MobilePhone

PrimaryPhone, ListOfPhones

HomeAddress

PrimaryAddress, ListOfAddresses

PersonalEmail

PrimaryEmail, ListOfEmails

None

Mask

Mask

Mask

Mask all home and mobile phones

Mask

Mask all home addresses

Mask

Mask all personal emails

HZ_VIEW_TRADING_COMMUNITY_PERSON_SOCIAL_SECURITY_DATA

Don't mask

Mask

Mask

Mask all home and mobile phones

Mask

Mask all home addresses

Mask

Mask all personal emails

HZ_VIEW_TRADING_COMMUNITY_PERSON_CONTACT_DATA

Mask

Don't mask

Mask

Mask all mobile phones

Mask

Mask all home addresses

Don't mask

Don't mask

HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA

Mask

Mask

Don't mask

Mask all home phones

Mask

Mask all home addresses

Mask

Mask all personal emails

HZ_VIEW_TRADING_COMMUNITY_PERSON_CONTACT_DATA and HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA

Mask

Don't mask

Don't mask

Don't mask

Mask

Mask all home addresses

Don't mask

Don't mask

HZ_VIEW_TRADING_COMMUNITY_PERSON_ADDRESS_DATA

Mask

Mask

Mask

Mask all home and mobile phones

Don't mask

Don't mask

Mask

Mask all personal emails

Calendar and Activities

Control Creation of Different Activity Types with Security Privileges

Control the types of activities your users can create using individual functional privileges provided for each activity. 

You can now use the following functional privileges to independently configure and secure the ability to create either a task, an appointment, a call report, or to log a call:

  • Create Activity Task
  • Create Activity Appointment
  • Create Activity Call Report
  • Log a Call Activity

Two additional functional privileges are being delivered which provide view-only or update-only access to an activity: 

  • View Only Activity
  • Update Only Activity

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

In this release you can configure users’ access to individual types of activities on these UI pages:

  • Activities
  • Accounts
  • Contacts
  • Opportunities
  • Leads
  • Households
  • Assets
  • Workspace

Key Resources

See the Securing Sales and Service and Implementing Sales guides on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

The six activity functional privileges are provided as standalone privileges, meaning they aren’t granted to any of the predefined roles. So to use the privileges to restrict the activities users can create, you must assign the appropriate activity privilege(s) to a custom job role and remove any existing activity privileges that aren’t required from the custom role.

Use the Security Console to perform these steps:

  1. Create or edit a custom job role and remove the existing Create Activity, View Activity, and Update Activity functional privileges from the role.

The existing Create Activity, View Activity and Update Activity privileges provide create, view, or update access to all types of activities. To restrict your users’ access to specific activities, you must remove these privileges.

  1. If your custom job role inherits the Service Request Contributor role, you must remove the Create Activity, View Activity, and Update Activity privileges from this role as well.
  • If your custom job role inherits a custom version of the Service Request Contributor role, you can directly modify the role to remove these three privileges.
  • If your custom job role inherits a predefined version of the Service Request Contributor role, create a custom version of the Service Request Contributor role, swap the predefined role with its custom version in the role hierarchy, and then remove the three privileges from the custom version.    
  1. Assign the top-level custom job role with the create activity privilege(s) that you want your users to have. For example, if you want users assigned the custom role to be able to create activities and tasks but not call reports or call logs, then assign only these privileges to the custom role:
  • Create Activity Appointment
  • Create Activity Task    
  1. You must also assign the custom job role with the View Only Activity and Update Only Activity privileges because you removed the view activities and update activities privileges in steps 1 and 2.

Integrate Case Object with Activities

If you have customer interactions that stretch over long periods of time or involve multiple parties, you can use the Case object to help manage these types of customer interactions. You can integrate the Case Management object with Activities so that users can create and associate activities with cases.

This integration is similar to the existing integration between activities and service requests.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Expose the Case Feature. To opt in, do the following:

  1. In the Setup and Maintenance work area, go to the following:

  • Offering: Service
  • Change Feature Opt in link
  1. Click the Features icon for the Service offering.
  2. Select Enable for Case.

Next, you need to expose the Case Number field using Application Composer, so that it's visible as a field in the Activities UI. You can find the Case Number field in Application Composer's Activity object > standard fields list. From there, add it to the Activities UI.

Tips And Considerations

The Case Number field in Activities is read-only and shows only the number of the associated case.

Key Resources

  • You can find more information on Case Management in the Implementing B2B Service guide. See the Extending Sales and Service guide for more information on using Application Composer. 
  • You can find both of these guides on Oracle Help Center (click the Sales link and navigate to Books).

Customer Data Management

Use Simplified Customer Data Management Setup Options

Use the new simplified Customer Data Management setup options page to configure a wide range of duplicate resolution options in a consolidated and simplified interface. This configuration interface is available in Setup and Maintenance as the Manage Customer Data Management Options task. The configuration page lets you specify Fusion Data Quality duplicate resolution options for three general areas: performance tuning, functional control, and merge behavior.

Performance tuning settings control the types of data entities handled by a party merge, called 'Merge Scope'; whether the merge process triggers business and integration events, called 'Merge Mode'; and the number of concurrent processing threads and merge tasks per thread that are used to process the duplicate resolution queue, called 'Maximum Concurrent Merge Jobs' and 'Merge Request Job Size', respectively.

Functional Control settings control which duplicate resolution process type are selected by default, called 'Default Resolution Type'; the duplicate matching score threshold which enable automatic merging or linking of duplicate sets, called 'Automerge Threshold' and 'Autolink Threshold' respectively; whether merge requests can be submitted directly from the Customer Center account and contact list pages, called 'Customer Center Merge Requests'; and whether manually submitted merges should require review by a data steward, called 'User Merge Handling'.

Merge Behavior settings control the type of logic that duplicate resolution processes use to select which record of a duplicate set is designated as the master record, called 'Master Record Selection'; whether certain types of child records should be merged with each other when having identical attributes, called 'Merge Identical Child Records'; and whether attribute level change-by-source tracking which is used for certain types of merge processing options should be turned on, called 'Enable Attribute Source Tracking'.

Manage Customer Data Management Options Page

The setup page also validates the compatibility of selected setup options to make sure that the configuration works exactly as expected.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Oracle recommends that, as a best practice, you use this new setup page to configure your duplicate resolution options, instead of directly editing the related profile options.

Key Resources

See the Oracle Engagement Cloud Implementing Customer Data Management guide available on Oracle Help Center.

Role Information

  • Master Data Management Application Administrator

Customer Data Management General Enhancements

Some general enhancements have been made to the Customer Data Management pages to improve the overall usability of the application:

  • Added the master party number and assignee fields to the duplicate identification batch details page and to the corresponding list export format to facilitate offline review of duplicate identification batches
  • Added a hyperlink to the linked parties in the duplicate set details table for link requests
  • Added the ability to search, filter, and export party links based on the link name attribute

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides on Oracle Help Center:

  • Oracle Engagement Cloud Implementing Customer Data Management
  • Oracle Engagement Cloud Using Customer Data Management

Role Information

  • Customer Data Steward
  • Data Steward Manager
  • Master Data Management Application Administrator

Use Optimized Source Confidence Survivorship

Use an optimized mechanism for implementing source confidence-based attribute survivorship. If you want to use pure source-based attribute survivorship, you can select a setting option instead of configuring rules.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The new Source Confidence attribute survivorship mode provides enhanced performance and it does not require configuration of custom survivorship rules.

Key Resources

See these guides on Oracle Help Center:

  • Oracle Engagement Cloud Implementing Customer Data Management
  • Oracle Engagement Cloud Using Customer Data Management

Role Information

  • Master Data Management Application Administrator

Resource

Use Role Type Field in Resource Search

You can use the Resource search and select page to filter records by role type. You can add the new search field, Role Type, using the Application Composer. The Role Type field holds the various role types, such as Sales, Marketing, and Service. When you search for resources with a specific role-type filter, the search results display resources that have only that role type. You can use other search fields to further narrow down the results.

Resource Picker with Role Type Filter to Add Team Member

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Key Resources

See the Implementing Sales guide available on Oracle Help Center (click the Sales link and navigate to Books).

Core Sales Force Automation

Leads and Opportunities

Use Quick Actions on My Opportunities Actionable Infolet

Create new tasks and appointments directly from the My Opportunities actionable infolet quick actions menu.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  1. From the Actions Menu of the My Opportunities Actionable Infolet, select Configure.
  2. Under the Quick Actions tab, simply shutle Create Task and Create Appointment to the selected window.
  3. Then Save and Close.

Key Resources

See the section on actionable infolets in the Implementing Sales guide on Oracle Help Center (click the Sales link).

Use Functional Who Columns for Leads

Use the functional "who" columns to capture the record history of a lead. The columns let you accurately report on leads that are imported from other systems. These fields are available for sales and import users to capture these functional who columns:

  • Lead Creation Date
  • Lead Created By
  • Lead Last Update Date
  • Lead Last Updated By

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The application populates newly added functional who column attributes with system who columns, if no value is added for these fields while creating or updating leads.

Role Information

Users with the Sales Administrator role can make functional who fields available on Lead page layouts for all sales users or for specific roles. New fields are available by default for use with web services and import, for all sales and import users with access to leads.

Leverage Smart Defaulting of Time Zone on Leads

Use the Contact time zone field to capture the preferred time zone of a contact pursued on a lead. The application automatically populates the contact time zone based on the contact address; this is known as "smart" defaulting. Smart-defaulted time zone information on leads helps sales reps know the preferred time to call or email a prospect or customer.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

The Contact Time Zone field is available in the Leads UI to capture the preferred time zone of a contact. Here's how sales administrators can enable this feature:

  1. Expose the Time Zone field on Lead page layouts using Application Composer. 
  2. Enable time zone auto-population by setting the profile option, Time Zone Population Enabled, to Yes.
  3. Schedule the process, Populate Lead Latitude and Longitude Information, to populate time zone along with latitude and longitude information for leads.

Tips And Considerations

  • The scheduled process populates time zone information on leads based on the contact address information.
  • Salespeople can manually add or override time zone value for leads when sufficient address information isn't available.
  • When a lead is converted, time zone information is passed from the lead to any newly created contacts.
  • When an existing contact is associated with a lead, contact time zone information is defaulted on the lead.
  • Display values for the Time Zone field are defined in the lookup type, ORA_HZ_TIMEZONE_CODES.

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

Users with the Sales Administrator job role can make the time zone field available on Lead page layouts for all sales users or for specific roles. The new field is available by default for use in web services and import for all sales and import users with access to leads.

Integrate LinkedIn Sales Navigator with Leads

View relevant information from LinkedIn Sales Navigator in your Edit Lead page, complementing the existing Sales Navigator support in the Edit Contact page. With the necessary Sales Navigator license, you can:

  • Gather icebreakers to identify mutual interests between you and your prospects.
  • Get useful updates like news mentions or role changes while viewing leads.
  • Find the best way to get introduced to target leads.
  • Discover new leads through recommendations.

LinkedIn Sales Navigator support in the Edit Account page is also available with additional configuration as a web mashup.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

  1. Sign in as the sales administrator or as a setup user.
  2. Create and activate a sandbox. Make sure to select Application Composer under Tools when creating sandbox.
  3. Click Navigator > Configuration > Application Composer.
  4. In the Objects navigation tree, expand Standard Objects and then expand Sales Lead.
  5. Click the Pages node.
  6. Ensure that the Application Pages tab is selected.
  7. In the Details Page region, select the standard layout page, and then click the duplicate layout icon to duplicate and edit the resulting copy.
  8. In the new Details Layout page, click the icon for the Summary subtab.
  9. Click the Show link for the LinkedIn Sales Navigator region.
  10. Click Done.
  11. Publish the sandbox.
  12. Verify that the LinkedIn Sales Navigator is enabled on the Edit Lead UI.

Tips And Considerations

The LinkedIn Sales Navigator license is required.

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

Sales Administrator or setup user.

Oracle Sales Assistant

View Open Service Requests for an Account

Sales representatives can ask the Oracle Sales Assistant for the open service requests for an account. The Sales Assistant responds with the service request details, such as title, status, description, milestone, etc.

Sales representatives can also view the latest message as well as add an internal note to each of the open service requests for the account.

Sample phrases:

  • Get service requests for account <account name>
  • What are the service requests for account <account name>

 

Getting Service Request Info

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You must do some provisioning and setup steps to enable Oracle Sales Assistant. If you're interested, apply for access on the Oracle Engagement Cloud – Oracle Sales Assistant forum on Oracle Cloud Customer Connect.

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Ability to Create Tasks

Sales users can ask the Oracle Sales Assistant to create a task on their behalf. Users provide the subject, due date, and, if needed, an associated account or opportunity. The Sales Assistant asks for more details, and then creates the task with the user as the owner.

Sample utterances:

  • Create task to setup call with Grace for this Friday
  • Create task due May 5 to review quotes for opportunity Server Upgrade
  • Please create a task, create presentation, due September 10 for account Pinnacle

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You must do some provisioning and setup steps to enable Oracle Sales Assistant. If you're interested, apply for access on the Oracle Engagement Cloud – Oracle Sales Assistant forum on Oracle Cloud Customer Connect.

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Maintain Context within Conversations

Sales representatives can converse with the Oracle Sales Assistant even more naturally as the context within their conversation with the Oracle Sales Assistant is now maintained. The Sales Assistant will remember the last record for an object with which the user was conversing and be able to refer to it even when the user has moved on to discussing about another object.

For example, if the user views an appointment details then views the details of the associated opportunity, the sales assistant will remember the appointment, so that if the user then asks to get more details about the appointment, the user does not need to remind the assistant of which appointment to get more details. If the user then wants to add a note to the account associated to the appointment, the assistant will know which account it is, without having to prompt the user to provide the account to which to add the note.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • There are some intents that are general and will reset the context of a conversation, such as asking for the sales briefing.
  • You must do some provisioning and setup steps to enable Oracle Sales Assistant. If you're interested, apply for access on the Oracle Engagement Cloud – Oracle Sales Assistant forum on Oracle Cloud Customer Connect.

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Enterprise Contracts

Modernized Contract Terms Tree Icons

The look and feel of the section and clause icons in the contract terms tree have been updated thus making the overall UI experience more consistent, simplified, and visually engaging.

Icons for the distinct attributes, like alternate or mandatory clause, have been updated to provide a more consistent color scheme and format. Also, the icon for standard clause has been removed to make the contract terms tree less cluttered. This change lets you easily differentiate the clauses with special characteristics, such as the ones where the clause text has been made nonstandard.

Contract application UI displaying the Contract Terms tab with new tree icons.

Contract Terms Icons

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Although the icon for standard clause has been removed to make the contract terms tree less cluttered, you can still:

  • Perform cut and paste actions as before on the standard clause to move it.
  • Perform drag and drop action. You can click on the space where the icon had previously been in order to select and drag the clause to its new location.
  • Use the contextual menu available from a right mouse click on the place holder for the icon.

Key Resources

See the Using Customer Contracts guide available on Oracle Help Center (click the Sales link and navigate to Books).

Improved Usability When Editing Contract Terms in Word

Here’s the list of new improvements introduced in the Oracle Contracts Microsoft Word Add-in:

New Menu for Contract Reference Information

A new menu option, Contract, has been added in the Oracle Contracts Microsoft Word Add-in to display displays the contract name, version, and type. The new menu option provides a quick reference for contracts that were downloaded from the application.

Retain Server URL

When uploading or downloading documents from the Microsoft Word add-in, you no longer need to enter the URL of the server you're using. The server URL is instead saved when you install the Microsoft Word add-in.

Show Progress Bar

The Oracle Contracts Microsoft Word Add-in has been enhanced to display a progress bar within the word document to indicate that your download or upload from the Microsoft Word Add-in is in progress.

Progress Bar

Track Changes for Attached Contract Terms

For a contract with attached contract terms, the application has been enhanced to preserve track changes even when you change the file name between downloading and uploading back to the application. If the attached document is in a supported Microsoft Word format, track changes are preserved as Uploaded Revisions on the Contract Documents tab.

Manage Downloaded Structured Contract Terms in DOCX Format

The application now manages downloaded structured terms in DOCX format instead of XML. DOCX is a more familiar format and avoids confusion when the document is circulated for editing or comments.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Using Customer Contracts guide available on Oracle Help Center (click the Sales link and navigate to Books).

Preview Simplified Contract Terms

You can now preview your contract terms sourced from a simplified terms template within the application UI in a similar way to how you would preview them for structured contract terms.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Using Customer Contracts guide available on Oracle Help Center (click the Sales link and navigate to Books).

Insert Conditional Clauses Into Default Sections Automatically

When you're inserting conditional clauses into a contract terms template, the application automatically places the clauses into their default sections. Previously, the placement was based on the mouse pointer location. This functionality minimizes the number of steps required to move the clauses to their correct sections.

A check box has been added so you can choose to select all clauses at once for insertion into your terms template.

Insert Conditional Clauses

If the section doesn't yet exist on your terms template, it will be created automatically when the conditional clauses are inserted. You can choose to display a warning before the section is created by selecting the Notify before section creation check box on your terms template.

Terms Template

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Using Customer Contracts guide available on Oracle Help Center (click the Sales link and navigate to Books).

REST API Enhancements

Billing Sales Person Name and Billing Sales Person ID attributes are now available in these SOAP services:

  • CreateContract
  • UpdateContract
  • MergeContract
  • MergeContractInAllStatuses
  • GetContract

The corresponding changes also are available in these RESTful web services:

  • Apply Hold (applyHoldOnContract)
  • Remove Hold (removeHoldOnContract)
  • Revert Contract (revertContract)
  • Preview Contract in HTML (previewContractInHTML)
  • Preview Contract in RTF (previewContractInRTF)
  • Cancel Contract (cancelContract)
  • Run Contract Expert (runContractExpert)

Additionally, the Get operation on Contracts has been enhanced to return Terms and Conditions in a hierarchical manner.

Steps to Enable

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

Key Resources

See the REST API for Oracle Sales and B2B Service guide available on Oracle Help Center.

Embed Variables Based on Supplier

You can embed these contract variables based on the supplier into your contract terms:

  • Supplier Number
  • Supplier Chief Executive Name
  • Supplier Tax Reporting Name
  • Supplier Alternate Name
  • Supplier SIC
  • Supplier Contacts (Table Variable)
  • Supplier Addresses (Table Variable)

Steps to Enable

To use the system variables based on the supplier, insert them into your clause text either in the Terms Library or into your contract clause.

To use the Supplier Addresses and Supplier Contacts table variables, enable the transformation templates for these variables and ensure that these templates represent how the tables need to be printed in your contract. You can access these template files through the Enterprise Contracts > Transformation Templates folder in the BI catalog.

If you have already customized these files and you want to use these new table variables, you can either:

  • Reapply your customizations to the latest version of the file
  • Copy the relevant code for the Supplier Addresses and Supplier Contacts table variables from the latest version to your customized version

Use the following steps to update your template files:

  1. Download and open the latest version of the HtmlInternalSub file in a text editor. Search for the text SupplierAddressTableTemplate in the code and enable the templates for Supplier Addresses and Supplier Contacts by ensuring there are no beginning and end comments enclosing the code.
  2. Follow the same steps for the ECMTableVarSubstitutionSub file.
  3. Download and open the ECMTableVarSub file, reapply any customizations, and adjust the table layout as needed for the new table variables.

Tips And Considerations

You can use the Supplier Industrial Classification code (SIC) in Contract Expert rules.

Key Resources

See the Using Customer Contracts guide available on Oracle Help Center (click the Sales link and navigate to Books).

Partner Relationship Management

Use In-Context Change History for Partners, Partner Contacts, and MDFs

Access the change history of Partner Relationship Management business objects in the context of the business transactions themselves. You can configure the Change History subtab for each business object, allowing for consistent, readable, and easy-to-understand change audit for the object. The application shows the change history in the context of the current object record. Users also can easily perform targeted searches on changes to the business object.

By default, the Change History subtab displays the changes on a business object and any child objects for the last 30 days. The changes are displayed in reverse chronological order.

When a business user sees an unexpected change on a business object, he can quickly zero in on the change using the search region in the Change History subtab. He is able to query the change by Date, User, Action, Modified Object, Name, Field, Old Value, and New Value.

The Change History functionality is available for these Partner objects in this release:

  • Partners
  • Partner Contacts
  • MDF Budgets
  • MDF Requests
  • MDF Claims

In-Context Change History for Partner

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Enable the Change History subtab on the edit page of an object by using these Application Composer steps:

  1. Activate a sandbox and then navigate to Application Composer.
  2. In the Objects navigation tree, expand Standard Objects, then expand the object where you're adding the subtab.
  3. Click the Pages node.
  4. Click the Simplified Pages tab.
  5. In the Details Page Layouts region, select a layout. You can select the standard layout and click the Duplicate Layout icon to duplicate it, or select another layout. Click the layout name to edit the layout.
  6. On the Edit Simplified Details Page, scroll down through the Subtabs region and, at the end of the subtabs, click the Add Subtab icon.
  7. On the Create Subtab page, select the Common component subtab type and click Next.
  8. Select the Change History checkbox in the Add common components as subtabs to an object's details page region.
  9. Save and close to save the changes.
  10. Publish the sandbox.

Key Resources

Refer to In Context Audit Readiness Training

Role Information

For Partners and Partner Contacts:

  • Channel Operations Manager
  • Channel Sales Manager
  • Channel Account Manager
  • Partner Administrator

For MDF:

  • Channel Operations Manager
  • Channel Sales Manager
  • Channel Account Manager
  • Partner Administrator
  • Partner Sales Manager

Enhanced Program Enrollment Approval Notification and History

Similar to notifications for marketing development funds (MDFs) and Deal Registrations, approval notifications for Program Enrollments are delivered in a new, easier-to-read layout. In addition to the supplied, enhanced layout, you can configure the new layout in the UI to meet your business needs. The new notification layout replaces the old one.

You can also view Approval History in the Program Enrollments UI. Use the Approval History UI to see who and when users approved or rejected items.

Program Enrollment Notification Layout

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Partner Relationship Management guides on Oracle Help Center (select the Sales link and then navigate to Books).

Sales Performance Management

Update Territories Using Export and Import Management

Import large numbers of territories in a single file. Territory coverage import allows half a million rows to be imported in a single file. This approach is seamless, meaning you can import any of the territory import files from the standard Import Management pages.

You can use many of the territory dimensions and import many values for each territory definition (for example, 100 or more zip codes), which means your territory coverage import file may contain hundreds of thousands of rows.

Implementing an efficient, high-volume approach in territory coverage import helps achieve parity with the existing territory import solution.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • You can import directly to production to make real time changes, and can update only a specific part of a territory or territories.
  • You can also import territories into a proposal. Any errors during the import process can be fixed and the fixes can be imported into the same proposal.

Key Resources

For more information about importing territory data, see the Territories chapter of the Implementing Sales guide. This guide is available on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

Sales Administrators have access to update territories using export and import management.

Incentive Compensation

Option to Shift Paysheet Real-Time Actions to Scheduled Processes

Real-time processing for creating and refreshing paysheets works for lower volumes of data, but with high data volumes, these real-time actions can take too long. With this change, customers with high-transaction volumes can opt in to performing those actions using scheduled processes.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

When you refresh paysheets, they remain in the Processing status until a background process completes. You can't change the paysheet during processing. Use View Processes to check the status of the process ID that's on the paysheet. If the process gets stuck you can cancel it and then reject all the paysheets within the payment batch.

Key Resources

See the Using Incentive Compensation guide available on Oracle Help Center.

Role Information

  • Incentive Compensation Analyst
  • Incentive Compensation Manager

Collect Only New or Changed Records

Customers who bring the same set of records from their source systems to Incentive Compensation, irrespective of whether previously collected records have changed or not, can configure the collection behavior using the profile option, Collect only new or changed transactions (ORA_CN_COLLECT_CHANGED_TRX).

The profile option controls which records are considered new or changed during the collection process. 

Steps to Enable

  1. Navigate to Setup and Maintenance.
  2. Click on the task, Manage Incentive Profile Values.
  3. Set value for the profile option code ORA_CN_COLLECT_CHANGED_TRX.
  • If set to Yes, the application compares all attributes of the transaction to determine whether the transaction is changed or new and is to be collected.
  • If set to No, the transaction will be collected whether it is new or changed. This is the default setting.

Tips And Considerations

Setting this profile option to Yes will have an effect on processing time for the collection process and is only recommended for customers who have to re-collect the entire set of transactions every time instead of just new and delta transactions.

Key Resources

See the Using Incentive Compensation guide in Oracle Help Center.

Role Information

You need the Incentive Compensation Administrator role or Application Implementation Consultant role to set the profile option.

Sales Analytics

Report on Payment Recovery with Performance and Earnings Summary Subject Area

Use the Performance and Earnings Summary subject area to report on payment recovery metrics like "advance amount recovered" and "advance to be recovered based" on ITD and PTD. Use attributes related to participant compensation plan assignment types (for example, direct and role-based), as well as customization indicators that support reporting of these attributes at a summary level.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Creating and Administering Analytics guide available on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

  • Incentive Compensation Plan Administrator
  • Incentive Compensation Manager
  • Incentive Compensation Analyst

Report on Contact Points for All Contacts

Use the CRM All Contacts Contact Point subject area to report on all contact point information (for example, email and phone numbers) for all contacts defined in the application. "All" contacts means reporting on both primary and nonprimary contacts. For cross-subject-area queries, you can join this subject area with other subject areas where the contact dimension has a many-to-many relationship with another dimension, for example, Opportunity Contact subject area or Activity Contact subject area.

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).

Create your reports in Oracle Business Intelligence.

Key Resources

See the Creating and Administering Analytics guide available on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

  • Sales Administrator
  • Sales VP
  • Sales Manager

Contact Point Reporting for Primary Contacts

Use the Sales - CRM Primary Contact Contact Point subject area to report on contact point information (for example, email addresses and phone numbers) for all primary contacts. For cross-subject-area queries, you can join this subject area with other subject areas where the contact dimension points to the primary contact.

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).

Tips And Considerations

Create your reports in Oracle Business Intelligence.

Key Resources

See the Creating and Administering Analytics guide available on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

  • Sales Administrator
  • Sales VP
  • Sales Manager

Use Additional Employee Dimension Managerial Attributes

The Employee dimension has been enhanced to include these manager-related attributes:

  • Manager User Name
  • Manager Login ID
  • Manager ID
  • Manager Job Title
  • Manager Job Title Name
  • Manager E-Mail Address
  • Parent Organization
  • Parent Organization Name

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Creating and Administering Analytics guide available on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

  • Sales Administrator
  • Sales VP
  • Sales Manager

Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates

Include a canonical date in your custom subject area to let users drill up and down the date hierarchy. A canonical date is a universal date that's recognized across both custom and standard subject areas.

In Business Intelligence (BI) Composer, if you join your custom subject area to a standard subject area to create analytics, then the custom subject area's canonical date automatically joins to the standard subject area's Time dimension. This is useful because only the standard Time dimension includes the date hierarchy, which means that the analytics you create from these two subject areas can now drill up and down the date hierarchy.

For example, users can view custom attribute sales commission amounts on closed opportunities for the quarter, then drill down to view amounts by week, and then drill up to view amounts by year.

Steps to Enable

Adding a canonical date field to a custom subject area is optional, but required if you want to create analytics that can drill up and down the date hierarchy. To add a canonical date field to a custom subject area, complete these steps:

  1. In the Configure Fields step of the guided train process, add a canonical date field from the lowest standard object in your custom subject area.Canonical dates are already defined for some standard objects whose standard subject areas support the Time dimension. Such dates display with a read-only check mark in the Canonical Date Candidate column.
  2. In the Configure Dates step of the guided train process, select one date field, if available, to be the canonical date for the custom subject area.
  3. Publish your custom subject area before you can use it in BI Composer.
  4. Later, in BI Composer, you can join your custom subject area with a standard CRM subject area to create analytics that include the date hierarchy.

Tips And Considerations

You can add a canonical date field to both new and existing custom subject areas.

Role Information

Users with the Sales Administrator role can access Application Composer to create and modify custom subject areas.

Sales for Office 365

Monitor Office 365 Sync Processes and Identify Issues

Monitor the status of synchronization processes and identify users that are having sync issues. The monitoring process lets you identify what issues users are having and why synchronizations failed.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Use the Manage Office 365 task in Setup and Maintenance to use this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

Better Support for Account and Contact Addresses

Account and contact addresses have been enhanced to be able to support country-specific address formats. In addition, master geography elements defined in the Manage Geographies task are available as selectable values in the respective address fields within the Office 365 Add-in Account and Contact UIs.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Applications Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Complete this setup to take advantage of the new 'country-aware' address fields:

  1. Within Application Composer, navigate to the Productivity Application Setup.
  2. Edit your implementation-specific, custom Account or Contact page layouts to remove the old address fields.
  3. Add the new Primary Address field to the custom layouts. Though this is a single field, when the page is rendered to the end user, the page will include all the address fields that were defined in Manage Geographies that are relevant for the selected country.
  4. Publish the sandbox that contains your changes.

Tips And Considerations

If any of your contact or account UIs use the predefined page layouts, you must create custom page layouts to let users take advantage of country-specific address elements.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

Delete Unneeded Page Layouts

You can now delete page layouts that you don't need anymore.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

Capture Log Files for Support

Users with add-in issues can easily collect log files that capture application calls, responses, and exceptions. Users can then give the information to customer support for quicker diagnosis and resolution of the issues.  

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

UI Navigation Improvements

New save action buttons let users select UI navigation as part of saving records. These new navigation options mean better performance from the various interfaces when reps create and update records.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

Select Contact When an Email Address Is Shared Across Contacts

Sometimes, more than one contact is associated with a single email address. In these cases, the add-in shows up to five of the contacts that are using that email address. Users can select which contact to view content and share the email for.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

See Failed Sync Records and Manually Update Them

Sometimes when synchronizing records, the system can't create or update the record in the cloud application. Now, users can see which records failed (and why) during the sync process. In these cases, users can then manually create or update the record themselves.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

Share Appointments Created by Customers

Users can share with the cloud application not only appointments where they are the organizers, but also appointments that customers have invited them to.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

App Captures Associated Account When Syncing Contacts

When syncing contacts from Office 365, the cloud application tries to determine the corresponding account the contact is part of using the company information provided in Office 365. If the cloud application finds a unique account, it associates that account with the contact. Otherwise, the cloud app captures the error and shows it to the user in the Synchronization page.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See these guides available on Oracle Help Center:

  • Implementing Sales
  • Using Sales

CX Cloud Mobile

Create Custom Links in CX Cloud Mobile

Create links that open the web page automatically when you tap the link.

Steps to Enable

  1. Create a formula field in Application Composer.
  2. Use a Groovy script to generate a dynamic web URL with http:// or https:// prefix or prefix to a custom mobile app
  3. Add the field to the details page of an object's layout in CX Cloud Mobile.
  4. Tap on the field in the CX Cloud Mobile app to open the link in the browser on the phone or open the custom mobile app

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

Users with any job role allowed to make customization changes such as Sales Administrators and CRM Implementation Administrators.

Import/Export Management

Split Export Files

Standard export (UI and REST) can split exported data sets into chunks based on a user-defined record count. This feature provides more granular control for extremely large exports (for example, over 500 MB). Exports with hierarchical data honor the user-defined split size, both parent and child export sets are exported into chunks based on split size.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Understanding Import and Export Management guide on Oracle Help Center (click the Sales link and navigate to Books).

Simplified Setup

Access Customer Data Management Setup Tasks in Sales Offering

Access setup tasks for Customer Data Management from the Data Quality and Customer Hub Functional Area in the Sales Offering. This feature enables administrators to setup both Sales and Customer Data Management from the same offering for a streamlined user experience.

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: Sales

To enable this feature:

  1. In the Setup and Maintenance work area, access Sales Offering.
  2. Click Change Feature Opt In to display the Opt In: Sales page
  3. In the Opt In: Sales page, select the checkbox for Data Quality and Customer Hub Functional Area to enable it.
  4. Click Done to return to the Setup: Sales page.

Enable Data Quality and Customer Hub Functional Area from Opt In - Sales Page

Setup: Sales Page with Data Quality and Customer Hub Functional Area Displayed

Key Resources

See the Implementing Sales guide on Oracle Help Center (click the Sales link and navigate to Books).

Role Information

  • Sales Setup User
  • Master Data Management Application Administrator

Integrations

Use Source System Reference in Import/Export Management

Use the Source System Reference object when using Import Management and Export Management in Oracle Engagement Cloud. Import Management improves definition, error handling, and performance for importing flat files (.CSV).

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Oracle Engagement Cloud Understanding Import and Export Management guide available on Oracle Help Center.

Use Contact Points and Additional Name in Import/Export Management

Import Management supports contact points like Phone and Email, as a child collection for Accounts, Contacts, and Households. In addition:

  • Additional Name available as a child collection.
  • Each Contact Point record has a contact preference.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

See the Understanding Import and Export Management guide available on Oracle Help Center (click the Sales link and navigate to Books).

Service

Service Request Management

Acknowledgement Functionality for More than One Recipient

When users create a service request (SR) from an inbound email, the application can send the automatic acknowledgment email to not only the sender of the inbound email but also to others in the cc field of the originating email. The other recipients copied on the original message receive a confirmation that the SR has been created, along with the SR number for their reference.

Steps to Enable

This capability is controlled by a new system-level profile option. Set the profile option, SVC_ENABLE_ACKNOWLEDGMENT_TO_ALL, to Yes for all the recipients to receive acknowledgment emails.

Key Resources

See the Implementing Service guide on Oracle Help Center (click the Sales link and navigate to Books).

Use Subscriptions to Drive SR Milestones

Use Oracle Subscription Management Cloud to drive service request (SR) milestones by using the subscription-based coverages instead of Oracle Enterprise Contracts-based coverages through Oracle Supply Chain Management.

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

This feature is enabled by default for new instances starting with this release.

To opt-in to enable this feature for existing implementations, or to disable the feature and use the Service Contracts module instead, access the Setup and Maintenance work area, then complete these steps:

  1. Select the Service offering.
  2. Select Change Feature Opt In.
  3. Click the edit (pencil icon) to edit Features for the Service Entitlements functional area line item.
  4. Enable or disable the feature using the check box.

If you enable this feature, the application uses Subscription Management to define entitlement calendars, coverages, and associated setup, and uses this setup at runtime to determine service request milestones.

If you disable this feature, the application uses Enterprise Contracts to define entitlement calendars, coverages, and associated setup, and uses this setup at runtime to determine service request milestones.

Tips And Considerations

For new customers, or customers implementing service entitlements for the first time with this release, Oracle recommends the use of the subscription coverages. For existing customers already using Enterprise Contracts to define calendars, coverages, and the associated setup, that functionality will continue to work as before and no action is required at this time. 

Key Resources

See the Implementing Service guide chapter on setting up entitlements on Oracle Help Center.

Associate Contact-Owned Installed Base Assets on SRs

If your agents handle business-to-consumer (B2C) customers, they can now associate installed base assets on service requests (SRs) when only a contact is available and not an account. In previous releases, agents could only associate installed base items with account-owned assets.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

If the agent specifies an account on an SR, the default search in the installed base asset picker will use the account context and the application will return assets owned by the account. When an agent only specifies a primary contact on an SR, the application defaults that contact into the installed base asset picker as the customer, and the picker returns assets owned by the contact.

In prior releases, if your administrator added the Installed Base Asset field to the SR page layout, the built-in logic would keep the IB Asset field read-only until an Account was associated to the SR.   Now in this release, if the user selects either an Account or Contact on the SR, then the IB Asset field becomes editable.

Note that this enhancement pertains to customers that opt-in to activate the installed base asset option for CRM users, instead of using the default asset model in CRM. In addition, contact ownership of assets is not intended for business-to-business (B2B) implementations. For B2B use cases, you should continue to specify the account as the owner of the installed base asset.

Key Resources

For more information about opting-in to use the installed base asset model, see the Implementing Service guide chapter: Setting up Service to Use Installed Base Assets. This guide is available on Oracle Help Center

Use Installed Base Asset Card and Landing Page

Service agents can access the list of installed base assets using a card in the Service folder on the home page. This feature lets agents look up an asset by number or search for assets by other criteria, view the list of assets that meet the search criteria, and drill into the asset details to see items such as the service history or parts makeup of the asset.

This feature applies to customers that opt-in to use the common asset model (installed base assets) in the service process.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This feature is delivered ready-to-use for service agents and managers, when customers opt-in to use installed base assets by selecting to Manage Assets using the Common Asset Model. The ability to opt-in to use installed base assets in the Service application was available starting in the 19B release. 

Key Resources

See the Implementing Service guide available on Oracle Help Center

HR Help Desk Agents Can Drill to SRs from Bell Notifications

In this release, HR Help Desk agents can drill from a bell notification into the details of an HR help desk service request. Service request (SR) notifications can be displayed for a variety of triggers when an SR is updated, such as, "a service request has been assigned to you". When an agent drills into the bell notification, the application displays the details of the SR within the agent's service workspace. With this release, the drill down from bell notifications differentiates between CRM and Help Desk SRs and navigates Help Desk agents to the correct Help Desk workspace accordingly.

Steps to Enable

In order to use this functionality, you must do these setups:

  • Enable notifications.
  • Create the Groovy script to trigger the needed notification.
  • Configure the notification preference manager to define the correct recipients and delivery channel.

Instructions on how to set up and configure these items are available here in the topic, How You Manage Bell Notifications for SRs

Key Resources

For more information, see section on setting up bell notifications in the Implementing Service guide on Oracle Help Center.

Role Information

To define notification triggers, you need administrator access to Application Composer. There aren't any special permissions required by the service user (agent).

Visibility of Replies to Forward Messages

Service request messages of type "Forward" are intended for internal communications and therefore any responses to that forward may potentially contain sensitive information that shouldn't be visible to an external customer. In prior releases, when an internal resource responded to a forwarded message, an SR message of type “Customer Entry” was created and was visible through the self-service portal.

To maintain security and confidentially of correspondence between internal resources, an enhancement has been made to ensure that neither SR messages of type "Forward" nor their responses are visible to external customers. When an internal resource responds to a forwarded SR message, this response is longer visible through the Customer Self Service (DCS) web site.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

For more information, see the Implementing Service guide on Oracle Help Center (https://docs.oracle.com/en/cloud/saas/engagement/19d/index.html).

Knowledge Management

Smart Title Discovery for PDFs

This feature improves search relevancy by providing a more accurate method of determining the actual lines of text that the author intended, and what readers would recognize, as the title of the PDF.

The ability to assign useful titles to documents during content processing is critical to producing relevant search results. Search can answer users' questions more effectively when document titles are meaningful and accurate, and better titles in search results help agents and self-service users quickly recognize the most relevant documents.

For PDF files, however, assigning meaningful titles during automated content processing is not simple. The most readily accessible sources to use for PDF titles are the title property, which is part of the document metadata, and the actual file name. However, these sources frequently do not yield meaningful titles. In practice, title properties are rarely correct, and sometimes contain random text. File names may hint at the document's title, but are frequently abbreviated and cryptic. Both of these title sources can negatively impact search relevancy and search results.

With this feature, search content processing evaluates the first page of the PDF for visual factors, such as font size, phrase length, text position, and distance between text lines, and uses additional linguistic clues to accurately determine the titles of PDF files. These visual titles provide search with the ability to better leverage critically important title information to provide more accurate and relevant results.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

PDFs Only: The discovery of visual titles is limited to PDFs.   

Manually Provided Title: If the author of a knowledge article provided a title within the attachment field of a PDF, the application uses that title instead of the discovered, visual title, as the search results title of that PDF. 

Feature Disablement: Knowledge Managers can disable this feature by setting the profile option, Automatic Visual Title Discovery for PDFs, in the Setup and Maintenance work area. If this feature is disabled, the application uses the PDF properties' title, if there is any, or the file name, instead of the visual title as the search results title. 

Images: The visual title discovery ignores images. If part of the visual title is an image, the application can't include any apparent text in the image in the discovered title. If the entire PDF is an image, the application looks at the PDF properties' title, if there is any; otherwise, it uses the file name.

Best Practices: These best practices help the software discover the visual title:  

  • The title is on the first page of the PDF
  • The title lines have larger fonts than the body text.
  • The title lines are separated vertically from the body text
  • Headers or chapter titles that are not intended to be part of the title are vertically nearer to the body text than to the title text and have a smaller font than the title text.
  • The title is not very short or exceedingly long.
  • The title text does not consist of an image.

Length of Titles: Since verbose titles can increase search relevancy, the visual title discovery tends towards longer titles rather than short titles. For example, while a human reader may identify "Oracle Knowledge" or "Oracle Data Sheet Oracle Knowledge" as the visual title (see the example below), the visual title discovery identifies the full title as the PDF's title. 

Key Resources

See the Create and Manage Content Collections section of Administering Knowledge (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).

Role Information

Users must have the Knowledge Manager role to enable or disable this feature.

Use Deep Links to Access Knowledge Articles Directly

Users can now copy and save direct links to knowledge articles. Articles now have unique URLs that agents and self-service users can copy and save from any open article. Users can simply click the copied URL to go directly to the knowledge article at any time, without navigating or searching.

To copy a direct link, open a knowledge article within the knowledge panel or my knowledge and click on the More Options icon.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • If users click a direct link to an article without being signed in, they'll need to sign in.
  • Users must have access to My Knowledge to use direct links.

Key Resources

See Save Links to Articles from the Knowledge Panel in the Use Knowledge with Service Requests section, and Save Links to Articles in My Knowledge in the Using My Knowledge section of Using Knowledge (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > User).

Role Information

  • Agents, Knowledge Authors, and any user that has access to My Knowledge.

View Ratings in Authoring Application

This feature adds the capability for Knowledge authors to view the ratings summary of articles in the authoring application. Agents and self-service users can rate articles when they use Knowledge to answer their questions. Viewing an article's rating summary helps authors understand the how useful articles are, so that they can improve the knowledge base by focusing on articles that need improvement. The ratings information appears in the article title bar, and authors can hover over the ratings summary to see additional detail.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

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

Leverage User Groups in Knowledge Management

Knowledge managers can now define and manage user groups to restrict agent, employee, and customer access to knowledge articles. The ability to group users by functional needs or interest, such as HR, payroll, or legal adds flexibility to user access. User groups are specific to a single application, for example, Service or HCM.

Steps to Enable

Administrators can create new user groups by:

  1. Locate the Service offering in Setup and Maintenance, and click on the Knowledge Management functional area.
  2. Open the Manage Knowledge User Groups task.
  3. By default you only will see the Everyone user group. Select the department you want to add a user group to.
  4. After you select the department, the application lists all existing user groups for that department.
  5. Click the add icon to add a new user group.
  6. After you've created the user group, you can assign the user group to a document while authoring, as well as assign it to any role.

Tips And Considerations

There are four pre-defined user groups:

  • Internal Service: The Internal user group for the Service Department
  • Internal HCM: The Internal user group for the HCM Department
  • Employee: The Employee user group for the HCM Department
  • Everyone: This user group grants access to content to all users across all departments

User groups belong to only one department, except the Everyone group. Any user in any department, as well as anonymous users, can view articles in the Everyone user group.

When you upgrade to the current release, the upgrade process automatically updates user groups assigned to articles:

  • If an article is assigned to the Service department and the Internal user group, then the upgrade process assigns the article to the Service department and the Internal Service user group.
  • If an article is assigned to the Service department, and is not assigned a user group, then the upgrade process assigns the article to the Service department and the Everyone user group.
  • If an article is assigned to the HCM department and the Internal user group, then the upgrade process assigns the article to the HCM department and the Internal HCM user group.
  • If an article is assigned to the HCM department, and is not assigned a user group, then the upgrade process assigns the article to the HCM department and the Employee user group.

Beginning with this release, articles must have at least one user group. If you use the REST API to create or update an article without specifying a user group, the application automatically assigns the Everyone user group.

If you have configured roles with the Internal user group, you must update them by assigning either the Internal Service or Internal HCM user group.

Key Resources

See the Manage Knowledge Users section of Administering Knowledge  (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).

Role Information

Users must have the Knowledge Manager role to access Knowledge administration features.

Easily Include Oracle Policy Automation Interviews in Articles

Authors can now easily add Oracle Policy Automation (OPA) interviews to articles. OPA interviews provide guided experiences using modeled natural language policies, for self-service and call center users. This feature simplifies the process of including interviews in knowledge articles by enabling authors to select an interview from a list and embed it in an article during the authoring process. When users view the article, they can interact directly to follow the guided process provided by the interview.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • You must have an instance of Oracle Policy Automation that is integrated with Engagement Cloud.
  • Authors must know the exact deployment name and locale for the interview that they want to add, as well as any optional seed data that they want to populate for users.

Key Resources

See Integrating Engagement Cloud With Policy Automation in the Additional Configurations and Integrations section of Oracle Engagement Cloud - Implementing Sales (available from Oracle Help Center Cloud > Cloud Applications > Sales > Books > Implementation).

For information on adding OPA interviews to articles, see OPA Interviews in Knowledge Articles and Add an Interview to an Article in the Use Knowledge Authoring section of Using Knowledge (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > User).

Knowledge Analytics Content Security

Analytics data is now secured in all Knowledge subject areas. Access to analytics data is restricted based on users' roles. Users can access data only for the departments that they have permissions for.

This feature facilitates security on content for customers who implement Knowledge Management in multiple departments.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The application populates newly added functional who column attributes with system who columns, if no value is added for these fields while creating or updating leads.

Key Resources

See Subject Areas in the Analyze Knowledge section of Administering Knowledge (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).

Role Information

Users with the Sales Administrator role can make functional who fields available on Lead page layouts for all sales users or for specific roles. New fields are available by default for use with web services and import, for all sales and import users with access to leads.

Filter and Report Analytics by Department

You can now report on and filter Knowledge analytics reports by department. Users can access data only for the departments that they have permissions for.

Steps to Enable

This capability is automatically available in all Knowledge Management subject areas. To use it, add Department as a filter or column in reports as desired.

Tips And Considerations

To use this feature in any existing report simply expand the Latest Version folder and add Department into the report.

NOTE: You'll only be able to see departments that you have access to based on your role and privileges.

Key Resources

See Subject Areas in the Analyze Knowledge section of Administering Knowledge (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).

Role Information

Users must have the Knowledge Management Transaction Analysis duty role to access the Analytics feature.

Digital Customer Service

Interject Proactive Knowledge Articles

This feature provides proactive and relevant knowledge articles to end users just before they attempt to submit a service request (SR). Having access to knowledge articles helps customers self-service their own issues, possibly avoiding creating SRs altogether and reducing higher-cost interactions in the contact center.

When the user goes to submit an SR, the application uses the title of the SR to search the knowledge base. If the knowledge search returns matches, the application shows a list of relevant knowledge articles to the user. If the user determines that one of the articles answers his question, then, of course, he doesn't submit the SR. If the knowledge articles don't help, the user can go ahead and create the SR. If the knowledge search doesn't show any matches, the application automatically submits the SR.

Here are your configuration options:

  • Enable or disable the feature.
  • Set the maximum number of knowledge articles to display.
  • Set the number of knowledge searches that the end user must perform before the display of proactive knowledge is disabled.
  • Set the number of knowledge articles that the end user must view before the display of proactive knowledge is disabled.

Proactive Knowledge Prior to Service Request Creation

View Proactive Knowledge Article

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Developers can configure four variables for this feature:

  • isProactiveKnowledgeOn - Enables or disables the proactive knowledge feature. The default value is True (enabled).
  • kmArticlesPageSize - Determines the maximum number of knowledge articles to display on the page. The default value is 5.
  • disableProactiveKnowledgeSearchCount - Determines the number of knowledge searches that the end user must perform before the display of proactive knowledge is disabled. The default value is 1.
  • disableProactiveKnowledgeViewCount - Determines the number of knowledge articles that the end user must view before the display of proactive knowledge is disabled. The default value is 2. 

Key Resources

For more information, refer to the Implementing Digital Customer Service guide on Oracle Help Center.

Use Digital Customer Service Components

Use new Digital Customer Service components to help your developers create Digital Customer Service applications. Here are the new components:

  • Knowledge Article: Display a knowledge article.
  • User Registration Request Management: View and manage a user's registration request.
  • Service Request Creator: Create a service request.

Digital Customer Service Components

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

For more information, refer to the Oracle Engagement Cloud Implementing Digital Customer Service guide.

Interact with Oracle Policy Automation Interviews in Knowledge Articles

Oracle Policy Automation (OPA) interviews provide guided experiences using modeled natural language policies. The OPA interview can be embedded in a knowledge article. When users view the article, they can interact directly to follow the guided process provided by the interview.

Steps to Enable

You don't need to do anything to enable this feature.

Field Service Integration

Use Service Logistics for Parts Ordering on Standalone Work Orders

In prior releases, parts ordering using Service Logistics from a work order was only available if that work order is associated to a service request.  In this release, a service agent can now order parts when scheduling a work order that does not have any relationship to a service request (also referred to as a 'standalone' work order).  This enables a service organization to support parts ordering for situations when a service request may not be required, such as the install of a new asset or scheduled maintenance on an existing asset.

When a Field Service work order requires parts to perform the activity, the service agent that submits the work order request can record the required parts, determine the availability dates for those parts from a variety of sources, order those parts for the work order, and schedule a field technician based on the expected arrival date of the parts. Within Service Logistics, parts can then be shipped directly to the customer or to a field technician to perform the work. The debrief feature in Service Logistics also lets technicians update customer asset information and record the required billing information for parts and labor as part of the work debrief.

Service organizations that manage standalone work orders can now obtain the benefits of the Service Logistics solution for their service agents and field service technicians.  Service agents get more convenient, direct access to full parts ordering information, parts availability and pricing as they schedule work orders, helping to ensure that all required parts will be available prior to the work being done. Field service technicians benefit by having more reliable parts delivery, and the submitted work order details provide additional information about the required parts.

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

In order to create integrated field service work orders, you must have subscriptions to these Oracle services:

  • Oracle Engagement Cloud
  • Oracle Field Service Cloud
  • Oracle Integration Cloud (OIC)
  • Oracle Supply Chain Management

To make setup easier, download OIC's prebuilt flows on Oracle Cloud Marketplace (https://cloud.oracle.com). Search for Oracle Engagement Cloud to Oracle Field Service Cloud Integration Flow.

Key Resources

Integrate Work Orders with Other Field Service Applications

In previous releases, the Work Order object could only be used if the prebuilt connection to Oracle Field Service Cloud was enabled. Work Order management now provides an open integrations framework that allows your organization to create and manage work orders that are not integrated with Oracle Field Service Cloud in order to support a wider variety of use cases.

The Work Order management configuration now allows you to setup a custom integration to one or more applications, such as a third party field service solution or maintenance application. The same agent user interface can be used to verify the customer location and contact information, indicate the appropriate work order type, and associate assets and case notes. By leveraging Oracle Integration Cloud (OIC), you can add new integrations that transmit these work orders to other external applications and receive updates, for example to provide the agent with visibility to current status of work order execution in another system.

Open Integrations also allows setup of more than one integration within the same environment, allowing your service organization to integrate to multiple different types of applications if required.

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

You must have a subscription to Oracle Integration Cloud (OIC) to configure a custom integration with other work order applications.

If you are connecting to Oracle Field Service Cloud, you can download the OIC prebuilt flows from My Oracle Support (search for the document ID 2247612.1). Alternatively, you can install the flows from Oracle Marketplace.

Key Resources

For details about how to configure the field service integration in Oracle Engagement Cloud, Oracle Field Service Cloud, and Oracle Integration Cloud, see the Integrating Oracle Engagement Cloud with Oracle Field Service Cloud guide available on Oracle Help Center.

Service Analytics

Leverage New BI Subject Areas in Help Desk Analytics

Two new reporting subject areas dedicated to Help Desk Analytics have been added to Oracle Transactional Business Intelligence (OTBI)

  • Help Desk - HR Service Requests Real Time
  • Help Desk - Internal Service Requests Real Time

These subject areas provide metrics for the new top level business objects: HR Service Request and Internal Service Request. They are accessible to the HR Help Desk and Internal Help Desk roles respectively. BI reports built using these subject areas help managers and agents gain insight into service operations at the team and individual levels.

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).

Tips And Considerations

When your HR Help Desk is deployed using the common service request (SR) business object shared with CRM, then OTBI reporting is provided by a shared subject area between both CRM Service and HR Help Desk. For this mode of deployment, the Stripe code on the SR is used to filter transactions between different consumers of reporting content. Beginning in this release, the Help Desk application also offers two new, dedicated top level business objects (HR Service Request and Internal Service Request). To support SR performance analysis for Help Desk customers that have opted-in to use the new objects, new subject areas are available mapped to these new objects.

  • Help Desk - HR Service Requests Real Time subject area provides metrics related to the HR Service Request object. 
  • Help Desk - Internal Service Requests Real Time subject area provides metrics related to the Internal Service Request object.

Note that the common Service Request subject areas that have been historically shared between CRM and HR Help Desk continue to be available.

Omnichannel Framework

Omnichannel Toolbar Prevents Work Availability Changes

Use the Omnichannel toolbar enhancement to restrict agents from blocking new work assignments.

A setup user can configure a new profile option to stop agents from blocking new work assignments. Based on the profile option settings, the application assigns new work to agents until their maximum capacity has been reached.

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

Application Composer

Unified Sandboxes Replace Classic Sandboxes

Unified Sandboxes were introduced in 19C as an opt in feature. In this release, all environments are using the new Unified Sandboxes.

BENEFITS OF THE NEW UNIFIED SANDBOXES

  • Support parallel development for agility and responsiveness
  • Maintain their viability and compatibility with the mainline over time
  • Multiple teams can develop in multiple sandboxes and merge to the mainline
  • New security privileges to give greater control over access rights 

Unified Sandboxes List View

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

To read all about Unified Sandboxes, see the Sandboxes chapter in the Oracle Applications Cloud Configuring and Extending Applications guide, available on Oracle Help Center (click the Sales link and navigate to Books).

More information about Unified Sandboxes:

Role Information

  • Application Administrators
  • Customer Relationship Management Application Administrators
  • Application Implementation Consultants

Post-Update

Post-Update Tasks

REPORTING AND ANALYTICS

In Update 19A, the OTBI direct database query was disabled by default in BI Answers and we informed you that the option will be removed in a future update. After Update 19D, you will no longer be able to create or modify a BI analyses with a direct database query. After Update 20A, you will no longer be able execute existing ones. If you created reports with Direct Database Query in BI Answers, review those reports and, if required, recreate them using OTBI subject areas or BI publisher. For more details related to this change, see the announcement on Cloud Customer Connect - https://cloudcustoerconnect.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. Sign into the application. Open the drop-down menu next to your user name, and select Manage Sandboxes.

  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