Cloud Readiness / Oracle Sales and B2B Service Cloud
What's New
Expand All


  1. Update 20A
  1. Revision History
  2. Overview
  3. Optional Uptake of New Features (Opt In)
  4. Update Tasks
  5. Feature Summary
  6. CX Foundation
    1. CRM Common Components
        1. Support for Account, Contact, Lead, Opportunity, and Activity in Notification Preferences
    2. Accounts, Contacts, and Households
        1. Primary Address Stays on Top of Address List
        2. Capture More Data by Extending the Business Plans Page in Accounts
    3. Calendar and Activities
        1. Leverage Installed Base Assets to Manage Activities More Efficiently
    4. Customer Data Management
        1. Test Duplicate Resolution Requests
        2. Transfer Attachments from Duplicates to Master Record During a Merge
        3. Configure Group, Organization, and Person Work Areas in Application Composer
    5. Workspace and Adaptive Search
        1. Access Workspace Data Offline
        2. Include Workspace Saved Searches as Actionable Infolet Filters
        3. Apply Filters with Enhanced Autosuggestions in Workspace
        4. Navigate Directly to Records in Workspace Using Deep Links
        5. Search on Quote Information in Workspace
        6. Create Saved Searches from Your Recent Search Activity
  7. Core Sales Force Automation
    1. Leads
        1. Add Contacts and Leads from Your Sales Application to Oracle Eloqua
        2. Improve Data Entry and Search in Sales Lead Address Fields
    2. Opportunities
        1. Update Products on Multiple Opportunity Lines at the Same Time
        2. View All Assessment Responses
    3. Quotes and Orders
        1. Configure the Actions Menu for Quotes
        2. Add a Custom Currency Type Field to Quotes
    4. Sales Catalog
        1. Use Additional Search Criteria in the Sales Catalog
        2. Sort Sales Catalog Products and Product Groups Alphabetically
    5. Enterprise Contracts
        1. Track Source Documents
        2. Use Variables to Embed Employee Information in Contracts
        3. Search Contracts and Contract Templates by Legal Entity
    6. Oracle Sales Assistant
        1. Reschedule Appointments and Check Privileges with the Sales Assistant
        2. Sales Assistant Supports Microsoft Teams
    7. Sales Cloud for Office 365
        1. Use Links to Open Records in the Sales Application
        2. Manage User Mappings
        3. Easily Navigate and View Shared Appointments
        4. View Opportunity Quotes
        5. See the Do Not Contact Indicator
        6. Control Actions Allowed on the Sync Engine
    8. CX Cloud Mobile
        1. View and Add Customer Assets
        2. Display the Appropriate Page Layout When Creating a Record
        3. Stay Signed in to the Application for Longer
        4. Leverage Additional User Usage Reports and Extra Display Options
  8. Sales Performance Management
    1. Incentive Compensation
        1. Search Credit Receivers Using Query by Example in Credit and Rollup Rules
        2. Use Your Worklist to Accept Plans, Approve Paysheets, and Review Disputes
        3. Purge Transactions, Credits, and Earnings for a Period Within a Business Unit
        4. Run Incremental Calculation for All Participants
  9. Partner Relationship Management
        1. View Partner Relationship Management Approvals in a New Worklist Page
        2. Monitor Deal Registration Transactions in the Transaction Console
  10. Sales Analytics
        1. Report on Multiple Addresses for All Contacts
        2. Report on Multiple Addresses for Primary Contacts
        3. Improve Accuracy of Earnings and Credit Reports Using Currency Conversion Type
        4. Create Reports for Credit and Classification Rules That Have No Assignments
  11. Intelligent Advisor
        1. Use Dynamic Reference Data Loading
        2. Use Interviews to Create and Update Case Object Records
  12. Import and Export and REST APIs
    1. General
        1. Use Cascading Lists of Values in REST APIs
        2. Export Tree Object to View Hierarchy
        3. Export All Standard Lookup Types and Their Respective Codes
        4. Support for Additional Delimiters
        5. Use Web URLs and Additional Identifiers in Import and Export Management
        6. Cancel Import Activities
        7. Plan to Deprecate File-Based Data Import and Export
    2. Accounts
        1. Use Additional Identifier and Source System Reference Child Objects in REST Services
        2. Use the Time Zone Field in the Contact Object
        3. Update Origin System Reference to Comply with Data Protection Regulations
        4. Use DataFox Company ID in Account Object
        5. Import Geographies and Territory Geographies
        6. Use Social Network Contact Information for Account, Contact, and Household
        7. Use Account-Related REST API Resources
    3. Enterprise Contracts
        1. Use PUID in REST APIs and Update Project Attributes
    4. Incentive Compensation
        1. Estimate Compensation Using the Calculation Simulation REST API
    5. Resource
        1. Leverage High-Volume Import with the Data Import Utility
        2. Use Import Management to Import Sales Users and Resource Users
        3. User Context Service Shows Contextually Relevant Information in the UI
    6. Sales Catalog
        1. Get All Product Groups
        2. Filter Products and Product Groups by Territory
        3. Read Hide Product Setting for Sales Catalog
  13. Service
    1. Service Request Management
        1. Send Email to any SMTP Address
        2. Use Self-Managed Milestones for Service Entitlements
        3. Cancel or Delete a Service Request with a Parts Order
        4. Improved Usability of Global Search within Dynamic Tab Enabled Workspaces
        5. Refresh Icon on Service Request and HR Service Request List Pages
        6. Retain Field Values in Copy Service Request Action
        7. Move the Service Request Problem Description Field
        8. Insert Knowledge Links to Digital Customer Service in Email Responses
        9. New Action Plan Calendar Option
        10. Case Management Foundation
        11. Automatically Initiate Surveys for Customers
    2. Knowledge Management
        1. Provide Contextual Knowledge with the Shared Knowledge Widget
        2. Set an Expiration Date for Published Articles
        3. Report on User Groups in Knowledge Analytics
        4. Use a REST API to Search in Multiple Products and Categories
        5. Filter My Knowledge Content by Department
        6. Use Knowledge in Mobile Devices
        7. Select Intelligent Advisor Interviews from a List When Embedding in Knowledge Articles
    3. Digital Customer Service
        1. Find Information Quickly with the Visual Navigator
        2. Filter Knowledge Search Results
        3. Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles
    4. Omnichannel Framework
        1. Associate Interactions with Custom Objects Automatically
    5. Service Channels
        1. Hide Unused Channel Types from Service Reps
        2. Delete Chat Transcripts to Comply with GDPR on the Right to Erasure
    6. Field Service Integration
        1. Prebuilt Integration Flow for Service Work Orders Updated to New REST APIs
  14. Security
        1. Use Access Groups to Configure Data Security
        2. Give Specific Activity Access to Users
  15. Application Composer
        1. Control Access to Custom Object Records Using Access Groups
        2. Add Intelligent Advisor Interviews to Custom Subtabs
  16. Simplified Setup
        1. Improve Import Performance with Enhanced Quick Import Macros
  17. IMPORTANT Actions and Considerations

Update 20A

Revision History

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

Date Feature Notes
10 FEB 2020 Access Workspace Data Offline Updated document. Revised feature information.
31 JAN 2020 Access Workspace Data Offline

Updated document. Delivered feature in update 20A.

31 JAN 2020

Find Information Quickly with the Visual Navigator

Updated document. Delivered feature in update 20A.

31 JAN 2020

Filter Knowledge Search Results

Updated document. Delivered feature in update 20A.

31 JAN 2020

Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles

Updated document. Delivered feature in update 20A.

20 DEC 2019   Created initial document.

Overview

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

GIVE US FEEDBACK

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

Optional Uptake of New Features (Opt In)

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.


Features Delivered Disabled = Action is needed 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*

CX Foundation

CRM Common Components

Support for Account, Contact, Lead, Opportunity, and Activity in Notification Preferences

Accounts, Contacts, and Households

Primary Address Stays on Top of Address List

Capture More Data by Extending the Business Plans Page in Accounts

Calendar and Activities

Leverage Installed Base Assets to Manage Activities More Efficiently

Customer Data Management

Test Duplicate Resolution Requests

Transfer Attachments from Duplicates to Master Record During a Merge

Configure Group, Organization, and Person Work Areas in Application Composer

Workspace and Adaptive Search

Access Workspace Data Offline

Include Workspace Saved Searches as Actionable Infolet Filters

Apply Filters with Enhanced Autosuggestions in Workspace

Navigate Directly to Records in Workspace Using Deep Links

Search on Quote Information in Workspace

Create Saved Searches from Your Recent Search Activity

Core Sales Force Automation

Leads

Add Contacts and Leads from Your Sales Application to Oracle Eloqua

Improve Data Entry and Search in Sales Lead Address Fields

Opportunities

Update Products on Multiple Opportunity Lines at the Same Time

View All Assessment Responses

Quotes and Orders

Configure the Actions Menu for Quotes

Add a Custom Currency Type Field to Quotes

Sales Catalog

Use Additional Search Criteria in the Sales Catalog

Sort Sales Catalog Products and Product Groups Alphabetically

Enterprise Contracts

Track Source Documents

Use Variables to Embed Employee Information in Contracts

Search Contracts and Contract Templates by Legal Entity

Oracle Sales Assistant

Reschedule Appointments and Check Privileges with the Sales Assistant

Sales Assistant Supports Microsoft Teams

Sales Cloud for Office 365

Use Links to Open Records in the Sales Application

Manage User Mappings

Easily Navigate and View Shared Appointments

View Opportunity Quotes

See the Do Not Contact Indicator

Control Actions Allowed on the Sync Engine

CX Cloud Mobile

View and Add Customer Assets

Display the Appropriate Page Layout When Creating a Record

Stay Signed in to the Application for Longer

Leverage Additional User Usage Reports and Extra Display Options

Sales Performance Management

Incentive Compensation

Search Credit Receivers Using Query by Example in Credit and Rollup Rules

Use Your Worklist to Accept Plans, Approve Paysheets, and Review Disputes

Purge Transactions, Credits, and Earnings for a Period Within a Business Unit

Run Incremental Calculation for All Participants

Partner Relationship Management

View Partner Relationship Management Approvals in a New Worklist Page

Monitor Deal Registration Transactions in the Transaction Console

Sales Analytics

Report on Multiple Addresses for All Contacts

Report on Multiple Addresses for Primary Contacts

Improve Accuracy of Earnings and Credit Reports Using Currency Conversion Type

Create Reports for Credit and Classification Rules That Have No Assignments

Intelligent Advisor

Use Dynamic Reference Data Loading

Use Interviews to Create and Update Case Object Records

Import and Export and REST APIs

General

Use Cascading Lists of Values in REST APIs

Export Tree Object to View Hierarchy

Export All Standard Lookup Types and Their Respective Codes

Support for Additional Delimiters

Use Web URLs and Additional Identifiers in Import and Export Management

Cancel Import Activities

Plan to Deprecate File-Based Data Import and Export

Accounts

Use Additional Identifier and Source System Reference Child Objects in REST Services

Use the Time Zone Field in the Contact Object

Update Origin System Reference to Comply with Data Protection Regulations

Use DataFox Company ID in Account Object

Import Geographies and Territory Geographies

Use Social Network Contact Information for Account, Contact, and Household

Use Account-Related REST API Resources

Enterprise Contracts

Use PUID in REST APIs and Update Project Attributes

Incentive Compensation

Estimate Compensation Using the Calculation Simulation REST API

Resource

Leverage High-Volume Import with the Data Import Utility

Use Import Management to Import Sales Users and Resource Users

User Context Service Shows Contextually Relevant Information in the UI

Sales Catalog

Get All Product Groups

Filter Products and Product Groups by Territory

Read Hide Product Setting for Sales Catalog

Service

Service Request Management

Send Email to any SMTP Address

Use Self-Managed Milestones for Service Entitlements

Cancel or Delete a Service Request with a Parts Order

Improved Usability of Global Search within Dynamic Tab Enabled Workspaces

Refresh Icon on Service Request and HR Service Request List Pages

Retain Field Values in Copy Service Request Action

Move the Service Request Problem Description Field

Insert Knowledge Links to Digital Customer Service in Email Responses

New Action Plan Calendar Option

Case Management Foundation

Automatically Initiate Surveys for Customers

Knowledge Management

Provide Contextual Knowledge with the Shared Knowledge Widget

Set an Expiration Date for Published Articles

Report on User Groups in Knowledge Analytics

Use a REST API to Search in Multiple Products and Categories

Filter My Knowledge Content by Department

Use Knowledge in Mobile Devices

Select Intelligent Advisor Interviews from a List When Embedding in Knowledge Articles

Digital Customer Service

Find Information Quickly with the Visual Navigator

Filter Knowledge Search Results

Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles

Omnichannel Framework

Associate Interactions with Custom Objects Automatically

Service Channels

Hide Unused Channel Types from Service Reps

Delete Chat Transcripts to Comply with GDPR on the Right to Erasure

Field Service Integration

Prebuilt Integration Flow for Service Work Orders Updated to New REST APIs

Security

Use Access Groups to Configure Data Security

Give Specific Activity Access to Users

Application Composer

Control Access to Custom Object Records Using Access Groups

Add Intelligent Advisor Interviews to Custom Subtabs

Simplified Setup

Improve Import Performance with Enhanced Quick Import Macros

>>Click for IMPORTANT Actions and Considerations

CX Foundation

CRM Common Components

Support for Account, Contact, Lead, Opportunity, and Activity in Notification Preferences

Define notification rules for more objects in the Notification Preferences page, including the recipients and delivery methods. The set of objects supported by the Notification Preferences page now includes Accounts, Contacts, Activities, Sales Leads, and Opportunities. The notification rules for these objects let you send a notification to the owner of the object or other appropriate recipients, based on the specific, object, with these delivery methods:

  • Bell notification
  • Desktop notification (within the browser user interface)
  • Mobile push notification (to the CX Cloud Mobile application)

For users with the appropriate privileges, the Notification Preferences page is available under the Tools menu.

Steps to Enable

Use Application Composer to define Groovy triggers that you then use in the notification rules for the newly supported objects.

Key Resources

Detailed information on the configuration, setup, and use of notification triggers and notification preferences are available in the Oracle CX Service Implementing B2B Service guide available on Oracle Help Center.

Role Information

The Notification Preferences Manager lets administrators configure notification rules. Users who have the ORA_SVC_SR_ADMINISTRATOR or ORA_SVC_SR_POWER_USER duty roles can access it.

Accounts, Contacts, and Households

Primary Address Stays on Top of Address List

The primary address now stays on top of the list of addresses in the Profile tab of account, contact, and household pages, when the multiple-address region is used. This helps you avoid scrolling through the list of addresses to view the primary address.

Steps to Enable

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

Key Resources

See the Oracle CX Sales Using Sales guide available on Oracle Help Center.

Capture More Data by Extending the Business Plans Page in Accounts

Add meaningful attributes to capture more data when you extend the Business Plans subtab on the Edit Account page.

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. Navigate to Application Composer and select the standard object, Account.
  2. Select Pages Account Detail page > Business Plan subtab.
  3. Add attributes from the Business Plans object to the subtab page layout.

Key Resources

See these guides on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Extending CX Sales and B2B Service

Role Information

The Sales Administrator extends page layouts. Sales Representatives and Sales Managers are the primary users of the Business Plan subtab within Accounts.

Calendar and Activities

Leverage Installed Base Assets to Manage Activities More Efficiently

Manage activities like tasks and appointments more efficiently after Activity capabilities are leveraged by Installed Base Assets. For example, you can tie the maintenance of a copier to a task, or in the Automobile verticals application, tie a car’s test drive to an appointment.

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.

Installed Base Asset integration with the Activity object is an opt-in through Application Composer, for all new and existing customers.

You can show these attributes or fields on the Activity view, create and edit pages:

  • Installed Base Asset
  • Installed Base Asset Number
  • Installed Base Asset Serial Number

Tips And Considerations

UI details:

  • Installed Base Asset: This is a list of values that lets users drill down into the Assets UI
  • Installed Base Asset Number: This derived, read-only number shows the installed base asset number for a selected asset
  • Installed Base Asset Serial Number: This derived, read-only number shows the installed base asset serial number for a selected asset

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Extending CX Sales and B2B Service

Customer Data Management

Test Duplicate Resolution Requests

You can submit duplicate resolution requests in Test mode. Test mode requests help you:

  • Run test requests immediately with no dependency on the Request Dispatcher scheduled task.
  • Enable iterative review of the merge processing logic without changing the application data.
  • Repeatedly re-submit the requests for immediate processing to enable easy iterative testing of your configured merge logic.

To submit a test-mode merge request, you use the normal Create Resolution Request task flow:

  1. Navigate to the Duplication Resolution page.
  2. Activate the page's task slide menu.
  3. Click the Create Resolution Request task.
  4. Select the duplicate records and click the Create Request button.
  5. Select the Test Merge option on the Create Request: Select Type dialog box.

Create Request Dialog Box with Test Mode Option

Steps to Enable

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

Tips And Considerations

Consider the following points when using Test mode merge requests:

  • Test mode merge requests don't change your customer data.
  • Using the duplicate resolution override flow is a great way to examine the details of your merge processing logic, but any changes made to a test merge in the override flow are not saved and do not affect any subsequent merges for the relevant customer records.
  • If you change your customer data model by adding new fields with Application Composer, you must run the Request Dispatcher process to update the duplicate resolution metadata. Test merge requests do not automatically refresh the metadata.
  • The first run of a test mode merge request caches the merge rules and logic, thus may take a little longer to run than subsequent tests.
  • The actions available from the duplicate resolution list page's action menu do not apply to test merges.

Role Information

Test mode merges are available to users with the Customer Data Steward, Data Steward Manager, or Master Data Management Application Administrator job roles.

Transfer Attachments from Duplicates to Master Record During a Merge

Use data quality merges to transfer sales account attachments and party attachments from duplicate records to the master record.

Steps to Enable

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

Role Information

You need Customer Data Steward, Data Steward Manager, or Master Data Management Application Administrator role to run data quality merges.

Configure Group, Organization, and Person Work Areas in Application Composer

New Customer Data Management deployments allow the configuration of Group, Organization, and Person work areas in Application Composer by default.

Steps to Enable

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

Role Information

The Master Data Management Application Administrator job role allows access to Application Composer.

Workspace and Adaptive Search

About Adaptive Search and Workspace

  • Adaptive Search is a high-performance search engine that provides keyword searching and enhanced filtering capabilities.
  • Workspace is the UI built on top of this search engine. It's a unified work area that lets users perform searches and filtering and look at the results from supported objects. Workspace is available only to an initial set of early adopters. If you're interested in becoming an early adopter, apply for access on the Search and Workspace User Experience forum on Oracle Cloud Customer Connect.

Access Workspace Data Offline

Use the Export List button to download data from Workspace as a CSV file. The file includes all the rows filtered by the current filter criteria applied in the Workspace UI. Salespeople can then use the file to view or analyze their data offline.

Steps to Enable

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

Role Information

This feature is available to all roles with the privilege, ZCA_WORKSPACE_EXPORT. By default the Sales Manager, Sales Administrator, and CRM Application Administrator roles have this privilege. If you create custom roles for users who need access to this functionality, be sure to add this privilege to their roles.

Include Workspace Saved Searches as Actionable Infolet Filters

Users of actionable infolets can include saved searches created in Workspace as filters to quickly access relevant records. Selecting available Workspace saved-search filters allows for a more dynamic, effective, and targeted view of the records that they need to update and take immediate action on.

Steps to Enable

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

Apply Filters with Enhanced Autosuggestions in Workspace

Use the enhanced autosuggestions in the Workspace search box to help you add and apply filters to the results. Autosuggestions reduce the number of clicks and let you filter results without opening the Show Filters pane. For example, as you begin to type "Prim" you will see "Primary Industry" as one of the suggestions (Primary Industry is an attribute of accounts). Select an attribute to show possible values in a drop-down list. You can choose one of the possible values to filter the accounts based on that primary industry.

Steps to Enable

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

Navigate Directly to Records in Workspace Using Deep Links

With this capability, you can drill directly down into a record, such as an opportunity or account, in Workspace. Since deep links are also exposed in other applications, such as Business Intelligence, Workspace users have quick access to open and view such records.

Steps to Enable

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

Search on Quote Information in Workspace

Add the Quotes and Orders predefined business object in Workspace during setup. This lets sales teams search and access quotes right from Workspace, instead of having to navigate to the Quotes work area to create, edit, and search for quotes.

Steps to Enable

  1. Sign in to the application as the sales administrator or a setup user.
  2. Go to the Configure Workspace Search setup task.
  3. In the Setup tab, select the Quotes and Orders object and enable it.

 NOTE: If you want to make changes to the default set of attributes for Quotes and Orders, you can change them from the Advanced subtab.

  1. Click Save and then Publish.

 After you publish, the quotes are available in Workspace.

Role Information

After you enable Quotes and Orders in Workspace, quotes are available to sales users who have access to opportunities and quotes.

Create Saved Searches from Your Recent Search Activity

Perform new user-context-based saved searches in Workspace. Using "smart" lists, Workspace tracks your user context and activities and generates a smart list for each object. These smart lists are available as new saved searches for each object in Workspace, such as My Smart List for Accounts, or My Smart List for Leads, and so on. When you click on one of these user-context-based saved searches, you see the most relevant results based on your object activity and context.

Steps to Enable

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

Role Information

This feature is enabled for all users and roles.

Core Sales Force Automation

Leads

Add Contacts and Leads from Your Sales Application to Oracle Eloqua

Add prospects from your sales application to marketing campaigns in Oracle Eloqua. From your sales application, you add contacts and leads to your campaigns as campaign members. After the added campaign members are synchronized to Eloqua, they get added to the specified Eloqua marketing campaigns.

Your sales team can add contacts or leads to Eloqua marketing campaigns from these locations within your sales application:

  • Campaigns subtab on the Edit Contact page
  • Campaigns subtab on the Edit Lead page
  • Campaign Members subtab on the View Campaign page

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.

For the Campaign Details page layout, use Application Composer to enable:

  • Campaign Members subtab
  • Add Contacts and Add Leads buttons

For both the Lead and Contact details page layouts, use Application Composer to enable:

  • Campaigns subtab
  • Add to Campaign button

You must set up the Campaign Member Import in the Oracle Sales Cloud Integration App in Oracle Eloqua. This enables Oracle Eloqua to synchronize the campaign members (leads and contacts) from your sales application.

Key Resources

See these sections in the Oracle CX Extending CX Sales and B2B Service guide available on Oracle Help Center:

  • Marketing Campaigns and Campaign Members
  • Extend with Marketing Cloud Data
  • Extend Access to Digital Profile and Interaction Data

Role Information

Sales administrators have access to this feature by default.

Improve Data Entry and Search in Sales Lead Address Fields

You can quickly enter and search address details for leads. Type-ahead suggestions and auto-completion in city, state or province, and postal code fields accelerate your data entry in these fields. You can also filter the city, state or province, and postal code fields based on the selected country, and you can filter by city and postal codes based on the state or province selected.

Steps to Enable

This feature is available by default to Oracle CX Sales and B2B Service customers who have purchased the Address Verification per record/unlimited record license. You can subscribe and purchase the license by following the steps available here.

After you have configured Address Verification, set the profile option, ORA_ZCM_ENABLE_SMART_DEF, value to Y.

Key Resources

See the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Opportunities

Update Products on Multiple Opportunity Lines at the Same Time

Salespeople can save time and be more productive when they update attributes and apply changes to fields on multiple opportunity product lines at once. You can enable the mass update feature at either the opportunity summary or product level.

The feature works similar to the mass update of top-level objects like opportunities and accounts, except that the application saves the changes at the parent opportunity level, rather than at the product-line level.

Products Tab

Steps to Enable

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

Tips And Considerations

  • As with the mass update capabilities already available for top level objects, you can use Application Composer layouts to show mass update for opportunity product lines to users sales teams.
  • The maximum number of product (revenue) lines that can be updated is specified in the ZBS_SUBTAB_MASS_UPDATE_THRESHOLD profile option.

Key Resources

See the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

View All Assessment Responses

You can view all assessment responses, including free-form response text and comments, in one UI without extra clicks. If the question has existing comments, then a two-line, read-only Comments text box is displayed. If there’s more than two lines' worth of text to display, the application truncates the text and ends with an ellipsis. You can click on the edit icon to view the entire text. You can also add a comment for questions that don't have existing comments to display.

Steps to Enable

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

Key Resources

See the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Quotes and Orders

Configure the Actions Menu for Quotes

You can modify the Quote actions menu displayed on quote line items. The quote lines display in the Quotes and Orders subtab on the Edit Opportunity and Edit Account pages. You can also disable actions or remove them altogether from the Quotes action menu. Use either profile options or Groovy scripting to make your changes.

Steps to Enable

Use these site-level profile options to control the Actions menu in Quotes:

  • ORA_ZCA_CPQ_ACTION_EDIT
  • ORA_ZCA_CPQ_ACTION_DUPLICATE
  • ORA_ZCA_CPQ_ACTION_NEW_VERSION

Use the user-defined function Groovy script, cpqActionMenuPreRender, to control which menu items to enable or disable.

Key Resources

See the Integration with Quotes chapter in the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Add a Custom Currency Type Field to Quotes

Use the Sales Order object in Application Composer to enable the custom field Currency Type. This lets salespeople enter the currency type when creating a quote.

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:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Extending CX Sales and B2B Service

Sales Catalog

Use Additional Search Criteria in the Sales Catalog

Extend the Product and Product Group lists of values to include additional search attributes. Configure the search results to display additional attributes as well.

The application supports both standard and custom attributes.

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.

Use Application Composer to extend the Product and Product Group lists of values.

Tips And Considerations

You must run the scheduled process, Import Sales Products from PIM Data Hub, so that products show up in the sales Products UI.

Key Resources

To extend the product search, see the topic Search and Select Dialog Boxes in the Extend Application Pages chapter in the Oracle CX Extending CX Sales and B2B Service guide. For steps on how to run the scheduled process, see the Implementing Sales guide's Products chapter.

Role Information

  • Sales Administrator

Sort Sales Catalog Products and Product Groups Alphabetically

Salespeople browsing the sales catalog can sort products and product groups alphabetically. After you set a profile option, salespeople see items alphabetically when they browse the catalog. The same setting alphabetizes product groups and products in the right side of the browser.

Steps to Enable

Set the profile option, ORA_QSC_SORT_BY_NAME, to true in Setup and Maintenance.

Key Resources

See the Sales Catalogs chapter of the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Role Information

  • Sales Administrator

Enterprise Contracts

Track Source Documents

You can use the Edit Contract page to view the source document used for creating a buy contract. The Edit Contract page also lets you navigate to the source document from the contract document and each of the contract lines.

Source Document Details

Steps to Enable

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

Tips And Considerations

This feature applies to buy contracts, but not for contract types assigned to the Agreement class.

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Enterprise Contracts
  • Oracle Procurement Cloud Using Procurement Contracts

Use Variables to Embed Employee Information in Contracts

As a contract author, you can add employee data based on contract variables to your contract. Here are the Oracle Human Capital Management variables that you can insert into your contract:

  • Person Number
  • Legal Employer
  • Worker Type
  • Department
  • Job
  • Home Address
  • Primary Mailing Address
  • Work Email Address
  • Enterprise Hire Date
  • Current Legal Employer Hire Date
  • Assignment
  • Manager Name
  • Manager Person Number
  • Driver Licenses

The variables for Worker Type, Department, and Job can be used in Contract Expert rules.

Steps to Enable

To use the employee variables, insert them into your clause text either in the Terms Library or into your contract clause.

To use the Home Address, Primary Mailing Address, or Driver Licenses table variables for employee, 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 Home Address, Primary Mailing Address, or Driver Licenses table variables from the latest version to your customized version
  1. Download and open the latest version of the HtmlInternalSub file in a text editor. Search for the text EmpHomeAddressTemplate in the code and enable the templates for Home Address, Primary Mailing Address, and Driver Licenses 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

These variables apply only to contracts of a type that uses the employee as the seller role. The values for the variables are retrieved based on the employee identified as the primary party on the contract. 

Any user with the View Contract privilege can see documents attached to the contract, which includes the ability to see all resolved variable values embedded within the terms and conditions of the contract. If necessary, you can separately secure access to contract documents using data security policies to protect personal information.

NOTE: Contracts approvers can also see contract documents sent along with the approval notification, even without being granted the View Contract privilege. Approvers are securely set up as part of the approval hierarchy and it's not required that they are defined as users of Enterprise Contracts. Only those with the approval to see potentially sensitive contractual information should be present in the approval hierarchy.

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Enterprise Contracts
  • Oracle CX Sales Using Customer Contracts

Role Information

Only users assigned the appropriate privileges in the HCM Cloud can access data for the employee and retrieve the value for the employee variables.

This applies to the application UI, and to web services. Users who need to see these values must be assigned to the Human Capital Management Integration Specialist and Human Resource Specialist - View All roles.

Search Contracts and Contract Templates by Legal Entity

You can include Legal Entity as a search attribute when managing your contracts or contract templates.

Add Legal Entity using the Add Fields drop-down list:

Search Based on Legal Entity

The Legal Entity is not displayed in Advanced Search by default, but you can add this search criterion from the View menu on the Search Results table.

Once you add this search criterion to the search results, it is included when you export your search results to a spreadsheet.

You can perform the same steps in the Manage Contract Templates page to add Legal Entity as a field and in your search results.

Steps to Enable

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

Tips And Considerations

The simplified landing page is where the OKC_ENABLE_CLASSIC_LANDING_PAGE site-level profile is disabled (set as No). From the simplified landing page, you can access Legal Entity using the Add Fields drop-down list. For this page, Legal Entity search criterion is not available as a column in the search results. By default, the OKC_ENABLE_CLASSIC_LANDING_PAGE profile is enabled (set as Yes).

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Enterprise Contracts
  • Oracle CX Sales Using Customer Contracts

Oracle Sales Assistant

Reschedule Appointments and Check Privileges with the Sales Assistant

You can reschedule appointments using Oracle Sales Assistant by requesting date and time changes for the appointments.

Sample phrases:

  • Reschedule appointment at 3 p.m. to 5 p.m.
  • Reschedule this appointment to December 1 at 3 p.m.

In addition, the application checks functional privileges before entering conversations with the Sales Assistant. For example, if you request the assistant create a call report for your appointments, and you don't have the necessary functional privileges, then the application displays a message notifying you that you can't perform the action.

Steps to Enable

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

Key Resources

See these guides on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Sales Assistant Supports Microsoft Teams

Integrate Oracle Sales Assistant with Microsoft Teams to enable your users collaborate on Microsoft Teams and act on sales application records. Here are some sample phrases that the user can send in a direct chat with the Sales Assistant in Microsoft Teams:

  • Sales briefing
  • Next appointment
  • Follow up
  • Pipeline
  • View opportunity <opportunity name>
  • View account <account name>
  • What are my overdue tasks?

NOTE: The Teams integration currently supports private, one-on-one chats with the sales assistant, not group conversations via chat with multiple users or via channels in a team.

View Account in Microsoft Teams

Steps to Enable

You must follow some provisioning and setup steps to enable Oracle Sales Assistant on Oracle Digital Assistant, as well as on your Microsoft Tenant.

Key Resources

See these guides on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Sales Cloud for Office 365

Use Links to Open Records in the Sales Application

Use links in Office 365 detail pages to open corresponding record in your sales application. The links are available from the detail pages of Contact, Appointment (Task and Call report pages), and other custom detail pages.

Steps to Enable

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

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Manage User Mappings

When a user’s email address or sales application user name changes, you must fix the sales application’s User and Microsoft Email mapping so that the user doesn’t face sign-in issues. Similarly, when a user is no longer active, you must delete the mapping to avoid security issues. This feature lets you update or delete the mappings to handle these scenarios.

Steps to Enable

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

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Role Information

  • Sales Administrator

Easily Navigate and View Shared Appointments

Use the quick link from the Office 365 to your sales application, so that after you share an appointment, you can easily navigate to the sales application to verify the corresponding record created there.

Steps to Enable

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

Tips And Considerations

To view the sales application meeting, users need to open the already shared appointment and drill into the link shown in the side panel.

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

View Opportunity Quotes

View opportunity quotes in Office 365. After a proposal is generated for a quote in the sales application, you can download it to Office 365.

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:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales
  • Oracle CX Extending CX Sales and B2B Service

Role Information

  • Sales Administrator

See the Do Not Contact Indicator

If the sales application has a contact’s phone number, email address, or residential address marked as Do Not Call, Do Not Email, or Do Not Mail, then Office 365 also reflects the indicator.

Steps to Enable

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

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Control Actions Allowed on the Sync Engine

As an administrator, you can control actions allowed on the sync engine in the Oracle add-in. By default, the sync engine can perform such actions as create, update, or delete objects (such as Appointments and Contacts) as part of the sync process. To avoid unnecessary sync failures, you can restrict these actions by disabling them in the sync engine.

Steps to Enable

Use the indicators available in the Office 365 setup page to control actions on the objects.

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Sales Implementing Sales
  • Oracle CX Sales Using Sales

Role Information

  • Sales Administrator

CX Cloud Mobile

View and Add Customer Assets

Allow your sales representatives to view customer assets and create additional asset records using their mobile devices. Sales representatives can also add a lead or an opportunity directly from the asset page.

You can configure the layout of the Asset page to fit your business requirements.

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 to Application Composer within a sandbox.
  2. Navigate to the Mobile Application Setup area.
  3. Click Home in the Application Features panel and then click Assets in the mobile interface designer.
  4. Click the Show on Navigator in the Feature Details panel to make the Assets page available in the main menu.
  5. To enable Asset as a subtab on Account or other objects, simply add Asset from the list of Related Items to the related item layout of an object.
  6. Save your configurations.
  7. Download the sandbox on CX Cloud Mobile app and test your updates.
  8. After you have tested, publish the sandbox to make the changes available for all users.

Tips And Considerations

If you've already created multiple layouts for an object, for example, an Account, and you want to enable Assets for Accounts, you need to add the Asset object as a related item to your existing layouts.

Key Resources

See the Mobile Applications chapter in the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Role Information

  • Sales Administrator
  • Sales Representative
  • Sales Manager

Display the Appropriate Page Layout When Creating a Record

Define criteria that determine which page layout to display for a sales object record, and the application displays the appropriate page layout when a sales representative creates the record. For example, you create a page layout for the Opportunity create page and assign a criteria of Win probability is greater than 50%. When a sales representative creates an opportunity with a win probability greater than 50 percent, the page layout changes to your page layout.

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 to Application Composer inside a sandbox.
  2. Click Mobile Application Setup.
  3. Select an object for which the criteria-based layout needs to be created.
  4. Clone the create/edit layout and add a criteria to it. 
  5. Identify a field on the layout that will trigger the app to evaluate the criteria when creating or editing a record on the mobile app.
  6. Save the changes.
  7. On the mobile app, download the configurations inside the sandbox.
  8. Test the changes and then publish the sandbox to make it available to all users.

Tips And Considerations

  • When you create criteria-based layouts, always start with cloning and creating a default layout that does not have criteria on it.
  • For the field that triggers the criteria evaluation, ensure that it is the last field specified in the criteria.

Key Resources

See these guides available on Oracle Help Center.

  • Oracle CX Sales Implementing Sales
  • Oracle CX Extending CX Sales and B2B Service

Role Information

  • Sales Administrator
  • Sales Representative
  • Sales Manager

Stay Signed in to the Application for Longer

Enable the use of OAuth authentication tokens, so that sales representatives can remain signed in to the application for much longer and they won't need to re-enter their user name and password every time they launch the application.

Steps to Enable

  1. Register the CX Cloud Mobile app with Oracle Identity Cloud Service (IDCS). As part of the registration process, IDCS generates a Client ID and a Client Secret. 
  2. Use the Setup and Maintenance task, Manage CX Cloud Mobile OAuth Configuration, to register the Client ID and the Client Secret for the CX Cloud Mobile app.
  3. Save the changes.
  4. Navigate to Mobile Application Composer (within a sandbox). 
  5. Click Settings and turn on OAuth setting.
  6. Save the changes and sign in from the CX Cloud Mobile app to test. Once verified, publish the change for all users.

Key Resources

For details on OAuth and other authentication settings, see the Oracle Identity Cloud Service documentation on Oracle Help Center.

Role Information

  • Sales Representative
  • Sales Manager
  • Sales Administrator

Leverage Additional User Usage Reports and Extra Display Options

Enhancements to the user usage reports include an additional report that provides a count of monthly active users. In the existing reports, you can also view the usage across all regions, in addition to viewing usage by specific region. Also, the Operation count by Object report now displays the operation count side by side for easier visualization.

Steps to Enable

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

Key Resources

See the Oracle CX Sales Implementing Sales guide available on Oracle Help Center.

Sales Performance Management

Incentive Compensation

Search Credit Receivers Using Query by Example in Credit and Rollup Rules

Use query by example to search for participants in the Credit Receivers tab in the Manage Direct Credit Rules and Manage Rollup Credit Rules pages. Instead of scrolling, you can quickly search by any of the fields in the Credit Receivers tab.

Steps to Enable

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

Use Your Worklist to Accept Plans, Approve Paysheets, and Review Disputes

When you get notifications for Plan Document Acceptance, Disputes, and Paysheet Approval, you can view these notifications in the Worklist UI under Tools - Worklists. 

You can now select multiple notifications at a time and perform the same action on them with a single click. A summary view of the notifications displays the most important attributes of the notifications. Click the summary view to see more details. Notifications are also separated by type, which means plan acceptance notifications, dispute notifications, and paysheet approval notifications appear in separate tabs.

The summary view of the Paysheet Approval notification now displays the payment amount in the participant's home currency, as well as in the operating currency.

Steps to Enable

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

Role Information

The same roles that let you view these notifications in Oracle Business Process Management also let you view them in the Worklist UI. Also:

  • Participant and Participant Manager roles let you view Plan Acceptance and Dispute notifications.
  • Incentive Compensation Analyst and Incentive Compensation Manager roles let you view Plan Acceptance, Dispute and Paysheet notifications.

Purge Transactions, Credits, and Earnings for a Period Within a Business Unit

Use the new scheduled process Purge Transactions, Credits, and Earnings by Period, to delete transactions, credits, and earnings data for a specific period within a business unit. You can choose to delete data created after calculation or classification or crediting or rollup processes or just delete all transactions, credits, and earnings for a specific period.

Use this job to purge specific data for a period because of errors in loading or processing or for any other reason.

Steps to Enable

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

Tips And Considerations

  • Data once purged can't be retrieved. Therefore, run this job only if absolutely necessary.
  • For successful completion of the job:
    • Purged period should be in an open status.
    • Transactions being purged should not have credits in a different business unit.

Role Information

You need the Incentive Compensation Application Administrator role to run this job.

Run Incremental Calculation for All Participants

When you run incremental calculation for all participants, the calculation not only re-runs for the participants in the Change Events Log, but it also updates the earnings for the rest of the participants. This ensures that earnings are updated, even for participants who have changes affecting their earnings that aren’t recorded in the change log. For example: say a formula references a Participant Details field and this field changes for a participant. Such a change isn't recorded in the change log. But, if you run incremental calculation for all participants or for the plan the participant belongs to, then the calculation will still run for this participant and the earnings will be updated.

Steps to Enable

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

Tips And Considerations

Before using incremental calculation, make sure that Disable Incremental calculation is set to No in the Manage Parameters screen in the Setup and Maintenance work area.

Key Resources

See the Calculation Request Parameters topic in the Calculation Processing chapter of the Oracle CX Sales Using Incentive Compensation guide. The guide is available on Oracle Help Center.

Role Information

  • Incentive Compensation Analyst
  • Incentive Compensation Manager

Partner Relationship Management

View Partner Relationship Management Approvals in a New Worklist Page

View all Partner Relationship Management approvals in the new Worklist, where you can view your approval tasks by various groups, and approve or reject them.

NOTE: The new Worklist feature is under Controlled Availability. If you'd like to participate in this program, please contact Oracle Support.

Worklist Application

Steps to Enable

  1. Run the Create Search Index for Worklist scheduled process as user with the Application Implementation Consultant role.
  2. In Setup and Maintenance, select the Applications Extensions functional area.
  3. Click Change Feature Selection and enable the Worklist Powered by Search Cloud Service feature.
  4. Configure the profile option, Enable responsive worklist UI, using the Manage Administrator Profile Values task.

Tips And Considerations

If your users are currently using the previous worklist application, review the new application for all of your approval processes and make sure they are working fine.

Key Resources

See the Oracle Applications Cloud Using Common Features guide available on Oracle Help Center.

Role Information

Any role that could access the previous worklist application.

Monitor Deal Registration Transactions in the Transaction Console

Monitor deal registration approvals and other activities using the Transaction Console, which lets you track and troubleshoot human workflow transactions. After searching for deal registration transactions, you can terminate or even attempt to recover failed transactions. Submit diagnostic information and transaction logs directly from this tool to Oracle Support for faster and easier issue resolution.

Transaction Console

Steps to Enable

To make deal registration transactions available in the Transaction Console, configure the ZCA_ENABLE_TAC profile option using the Manage Administrator Profile Values task in Setup and Maintenance.

Key Resources

See the Oracle Applications Cloud Using Common Features guide available on Oracle Help Center.

Role Information

Users need a role that inherits Review CRM Approval Transactions Administrator. Oracle's supplied Customer Relationship Management Application Administrator has this access.

Sales Analytics

Report on Multiple Addresses for All Contacts

Use the Sales - CRM All Contacts Addresses subject area to report on multiple addresses for all contacts, including primary contacts and non-primary contacts, defined in the application. For cross-subject-area queries, this subject area can be joined with other subject areas where the contact dimension has a many-to-many relationship with another dimension (for example, Sales – CRM Opportunity Contact or CRM – CRM Activity 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).

Key Resources

See the Oracle CX Creating and Administering Analytics guide available on Oracle Help Center.

Role Information

  • Sales Administrator
  • Sales VP
  • Sales Manager

Report on Multiple Addresses for Primary Contacts

Use the Sales - CRM Primary Contact Addresses new subject area to report on multiple addresses for primary contacts defined in the application. For cross-subject-area queries, this subject area can be joined 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).

Key Resources

See the Oracle CX Creating and Administering Analytics guide available on Oracle Help Center.

Role Information

  • Sales Administrator
  • Sales VP
  • Sales Manager

Improve Accuracy of Earnings and Credit Reports Using Currency Conversion Type

Generate more accurate earnings and credit reports by factoring in the influence of currency type. The volatility of currency conversion values can impact the earnings a sales rep achieves in a global or local currency, once various currency conversions are carried out. Using this functionality, the reports pinpoint the currency types and values used for generating these reports, providing transparency in the sales organization and eliminating any disagreement when reports are generated and shared.

Steps to Enable

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

Key Resources

See the Oracle CX Creating and Administering Analytics guide available on Oracle Help Center.

Create Reports for Credit and Classification Rules That Have No Assignments

Create business unit reporting within the Rules Real Time subject area for rules without assignments. You can view the business units that have credit and classification rules without assignments, and resolve earnings reporting issues.

Steps to Enable

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

Key Resources

See the Oracle CX Creating and Administering Analytics guide available on Oracle Help Center.

Intelligent Advisor

Use Dynamic Reference Data Loading

This feature lets Intelligent Advisor interviews load additional data from the application pages based on data provided during the interview. The loaded data is read-only and need not be related to the global object, allowing for product catalog or other unrelated data to be used.

For example, part way through a Financial Needs Analysis interview, information about available loan products may be needed, but only the loans that meet criteria selected by the customer should be shown. Or perhaps a customer wants to return a product, and rather than search their entire transaction history, you ask them to enter the approximate purchase date and then show just the search results in a window around that date.

The conditions on which the additional data are loaded are defined in Oracle Policy Modeling by the interview author based on user input, other existing interview data or on rules. This means that the application only loads data that is actually needed at a current point in the interview, thus improving performance for interviews that need to load data dynamically from a large set of reference data, such as orders or products.

Steps to Enable

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

Key Resources

Use Interviews to Create and Update Case Object Records

Intelligent Advisor interviews can now be used to create and update Case object records.

Steps to Enable

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

Key Resources

For more information see objects supported by OPA in the Oracle Policy Automation Documentation Library.

Import and Export and REST APIs

General

Use Cascading Lists of Values in REST APIs

Cascading lists of values (LOVs) are supported in REST APIs for custom objects. You can find cascading LOVs in finder URLs. This feature lets you work with cascading LOVs in REST services between parent and child custom objects. The finder lookup type and relationship identifiers for parent and child list are available. 

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.

The feature is available by default.

Tips And Considerations

To use this feature, your REST request should include REST-Framework-Version = 5 as one of the headers.

Export Tree Object to View Hierarchy

Export the Tree object in the Export Management page accessible from Navigator under Tools. You can export a tree to view the hierarchy information for the objects that support parent child relationships.

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Export All Standard Lookup Types and Their Respective Codes

You can export Standard Lookup information through the Export Management page, which is accessible from Navigator under Tools. You can export the Standard Lookup object to view all standard lookup types and their respective codes.

Steps to Enable

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

Key Resources

See the Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Support for Additional Delimiters

You can now use additional delimiters while importing and exporting your data. Here are the newly added delimiters:

  • Caret symbol
  • Closing curly bracket
  • Closing parenthesis
  • Closing square bracket
  • Colon
  • Exclamatory mark
  • Minus
  • Opening curly bracket
  • Opening parenthesis
  • Opening square bracket
  • Pipe symbol
  • Plus
  • Question mark
  • Star symbol
  • Tilde symbol

These provide the following benefits:

  • Expands the number of options available for customizing the structure of import and export files
  • Increases flexibility for integrating import/export processes with your existing flat file data integrations

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Use Web URLs and Additional Identifiers in Import and Export Management

You can use Web URL information in the Contact Point child object and Additional Identifier information as child objects of Account, Contact, and Household. You can do this using the Import and Export Management framework.

You can use Contact Point Type as "WEB" in Contact Point child object for Account, Contact and Household objects for Web URLs information.

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Cancel Import Activities

In Import Management, you can now cancel long-running jobs that are in the queue.

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Plan to Deprecate File-Based Data Import and Export

Oracle continuously incorporates new features and improvements to enhance our products. To this end, we introduced an improved file-based data import and export framework in Update 18B. The new Import and Export Management Framework has increased usability, reliability, and performance. The Import and Export Management framework is available for most objects now and will soon be available for all. Therefore, Oracle will discontinue support for the file-based data import and export functionality for Oracle CX Sales and B2B Service objects in the 20C update.

Between now and the release of the 20C update, Oracle will continue to support both the frameworks. This is to ensure that you have an adequate amount of time to transition to the Import and Export Management framework.

Required Actions

If you currently use the older Manage Import and Export Activities tasks in Functional Setup Manager to import files, you should start to transition your import and export jobs and processes to the new framework soon. After Update 20C, the older import/export tools for Oracle CX Sales and B2B Service objects won’t be available, but you can access all file import and export functionality through the Import and Export Management framework introduced in 18B.

See the Transition from File-Based Data Import to Import Management (Doc ID 2576983.1) document on My Oracle Support for instructions and more information about this change.

Steps to Enable

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

Accounts

Use Additional Identifier and Source System Reference Child Objects in REST Services

The Account, Contact and Household REST API supports additional child resources, such as Additional Identifier and Source System Reference. For more information, send a Describe request for the respective REST resource and know the complete list of supported child objects.

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.

Use the Time Zone Field in the Contact Object

Use the Time Zone field on the Contact object in Import and Export Management. You can use this if you’re setting the time zone for the contact object.

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Update Origin System Reference to Comply with Data Protection Regulations

Currently, the Origin System Reference value for active records gets end dated and new records are activated for new values. This doesn't go well with General Data Protection Regulation (GDPR) guidelines, since data which might be personally identifiable information (PII) still exists and denies the right to delete.

You can update existing the Origin System Reference value which would overwrite the previous value using web services (REST and SOAP).

Steps to Enable

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

Tips And Considerations

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service and REST guides available on Oracle Help Center.

Use DataFox Company ID in Account Object

If you're integrating with Oracle DataFox, you can now use the Company ID field in DataFox to identify accounts in Import and Export Management and REST web services. You can use this if you’re:

  • Importing account records from DataFox
  • Setting the DataFox identifier for enriched accounts

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.

Use the Account object in Application Composer to expose the Company ID field on the Accounts page.

Tips And Considerations

You do not need to do any steps to enable this field on REST or Import and Export Management.

Key Resources

See these guides available on Oracle Help Center:

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

Import Geographies and Territory Geographies

Geography and territory geographies are now part of Import Management. Import Management improves definition, error handling, and performance for importing flat files (.csv files).

Steps to Enable

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

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Use Social Network Contact Information for Account, Contact, and Household

You can add social network information in the Contact Point child objects of Account, Contact, and Household. You can do this using the Import and Export Management framework and REST API. Use the Contact Point Type INSTANT_MESSENGER in the Contact Point child to store this information.

Steps to Enable

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

Key Resources

See these guides available on Oracle Help Center:

  • Oracle CX Understanding Import and Export Management for CX Sales and B2B Service
  • REST API for CX Sales and B2B Service

Use Account-Related REST API Resources

The following new REST resources have been added:

  • classCodes: To manage classification codes
  • countryCodes: To manage country codes
  • relationshipTypes: To manage relationship types
  • nameAndIdTypes: To manage additional names and additional identifiers

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.

Enterprise Contracts

Use PUID in REST APIs and Update Project Attributes

These contract attributes now include support for PUID through REST services:

  • Contract Header
  • Contract Line
  • Contract Party
  • Contract Contacts
  • Contract Sales Credits
  • Related Contracts

Also, you can use REST services to associate project and task information with project contract lines.

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.

Incentive Compensation

Estimate Compensation Using the Calculation Simulation REST API

Estimate compensation using the REST service for Calculation Simulation. Create simulation transactions and credits and get the resulting simulated earnings. For more information on REST API for Incentive Compensation objects, see REST API for Oracle Sales Cloud.

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.

Role Information

For more information on REST API for Incentive Compensation objects, see REST API for Oracle Sales Cloud.

Resource

Leverage High-Volume Import with the Data Import Utility

You can import person and organization data in high volumes using the data import utility. The utility is also known as the task, Import Person and Organization, in Setup and Maintenance.

For example, to import a set of 80,000 customer accounts you can use the high-volume import.

Steps to Enable

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

Tips And Considerations

You can turn off the high-volume mode by setting the value of the profile option, ORA_HZ_ENABLE_IMPORT_PLSQL_MODE, to No.

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

Use Import Management to Import Sales Users and Resource Users

Create and manage resource users using the Resource object in Import and Export Management. Resource User object in Import management allows the creation of worker, person party, resource usage, and user provisioning, along with reporting hierarchy support. You can manage resource users to suit various business needs and to facilitate integration.

With the Resource User object you can do the following:

  • Create a resource user that extends the existing capability supported in the employee resource file import. This includes:
    • Resource User
    • Resource Organization
    • Resource Hierarchy
    • Role provisioning
    • User provisioning
  • Manage or update users. This includes
    • Update resource user details
    • Activate or de-activate users
    • Organization membership and role changes

Steps to Enable

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

Tips And Considerations

Import Management improves definition, error handling, and performance for importing flat files (.CSV).

Key Resources

See the Oracle CX Understanding Import and Export Management for CX Sales and B2B Service guide available on Oracle Help Center.

User Context Service Shows Contextually Relevant Information in the UI

Leverage the User Context Service, an innovative framework that improves user experience, providing contextually relevant information in the applications UI. The User Context Service provides new and intelligent "smart" lists, as well as relevance-based saved searches in Workspace and Actionable Infolets. Here are the key features:

  • The service shows data by tracking and scoring what's relevant to a user, which in turn drives navigation and search
  • "Smart" lists are intelligent lists that your sales application generates. These lists are created automatically based on your past, recent, and planned touches/actions in the system in relation to Accounts, Contacts, Leads, Opportunities, Service Requests, and so on.
  • The service uses a combination of predefined metadata and rules to calculate and assign a relevancy score for each user and record.
  • The system knows what's relevant to you explicitly, implicitly, or through machine learning, and presents the data through the service.

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.

Invoke the User Context REST API.

Sales Catalog

Get All Product Groups

Get all product groups by setting the OverrideAllowSelectionYN parameter to Yes. This lets you get product groups even if the "Allowed Selection" attribute is set to true.

To get all product groups, use the path /crmRestApi/resources/<version>/setupSalesCatalogs

To get a specific product group, use the path /crmRestApi/resources/<version>/setupSalesCatalogs/{ProdGroupId}

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.

By default, OverrideAllowSelectionYN is set to false and the API calls behave the same as before. If the new parameter OverrideAllowSelectionYN is included in the REST API request and is set to true, then the API calls would return all the product groups.

Filter Products and Product Groups by Territory

You can filter products and product groups by territory by using two new parameters: ProductGroupProductSetup and ProductGroupSubgroupAdministration.

  • To get all products, use the path: /crmRestApi/resources/<version>/products
  • To get all product groups, use the path: /crmRestApi/resources/<version>/setupSalesCatalogs
  • To get all product group relationships within a product group, use the path: /crmRestApi/resources/<version>/setupSalesCatalogs/{ProdGroupId}/child/ProductGroupProductSetup
  • To get all subgroups within a product group, use the path: /crmRestApi/resources/<version>/setupSalesCatalogs/{ProdGroupId}/child/ProductGroupSubgroupAdministration

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.

Read Hide Product Setting for Sales Catalog

The Hide Product parameter is a configuration setting for Sales Catalog. You can know the status of the product by getting the product and reviewing the Hide Product attribute.

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.

Service

Service Request Management

Send Email to any SMTP Address

When working on a service request (SR), you now have the ability, when composing a service request message over email, to specify any SMTP address as a recipient without the requirement to add that person as a new SR contact. You also don’t need to associate at least one contact from the database as one of the recipients when including an ad-hoc SMTP address.

Steps to Enable

This enhancement can be controlled by a new system-level profile option. Set the profile option, SVC_ENABLE_ADDITIONAL_EMAIL_RECIPIENTS to Yes for the agents to send email to any SMTP address.

Tips And Considerations

Note that the system can only track bounced emails that are considered a "soft bounce". If the email sent to an SMTP address runs into an error before it goes past the email handler, an audit message is recorded. If the SMTP address entered is an invalid address, the email bounce isn't recorded in SR Messages.

Key Resources

For additional information, see the Service Request documentation on Oracle Help Center.

Use Self-Managed Milestones for Service Entitlements

This feature lets agents manually acknowledge that they've completed a milestone, and it lets them move out a milestone’s due date, while still allowing the framework to monitor the milestone and trigger warnings and expirations as needed. The administrator can specify which milestones allow due-date updates and which allow the update to specify a milestone has been completed. These attributes are independent of each other, so that some milestones can allow only moving the due date, others might allow the agent to mark it complete but not move the due date, and still others may allow both types of updates.

Steps to Enable

The milestone configuration can be updated for any milestone to allow this functionality. Use Application Composer to expose fields for due date override and the complete flag.

Tips And Considerations

  • This feature is supported for both supplied milestone types and custom milestone types.
  • Users and/or Groovy scripts can change the due date or mark the milestone complete (with the assumption that the milestone type is configured to allow either type of update).
  • If the relevant fields are exposed on the milestone, but the milestone is not configured to allow overrides, the field(s) will be read-only for that milestone.
  • The user can edit the due date in either direction (bring it forward or move it later).
  • Milestones with overridden due dates will continue to be monitored for expiration.
  • Milestones with an overridden Complete flag will no longer be monitored.

Cancel or Delete a Service Request with a Parts Order

In the Service Logistics process, a service request may be associated with a parts order. If a service request is canceled or deleted prior to the fulfillment of the parts order, it's likely that the parts order should be canceled as well, in order to avoid unnecessary costs.

The prebuilt Service Logistics experience now includes logic to handle the scenario when a user attempts to cancel or delete a service request with an associated parts order. You can specify which service request status values signify the cancelation of a service request, which means the system will prompt the user to confirm their intent before allowing the status change and automatically cancel parts orders when needed. In addition, you can specify deletion preferences to prevent a user from deleting a service request when parts are too far along the fulfillment process to be canceled; or you can allow the deletion, and the system will cancel any parts orders that can still be canceled.

Steps to Enable

Use the task Manage Service Request Parts Order Disposition Options to specify deletion preferences, as well as which service request status values trigger cancel processing, when there are parts orders associated with a service request.

This task can be found under the Setup and Maintenance work area, in the Service Request functional area of the Service offering.

Key Resources

See the Oracle CX Service Implementing B2B Service guide available on Oracle Help Center. For more information about Service Logistics, see the Oracle Service Logistics Cloud Getting Started with Service Logistics Cloud Implementation guide (navigate to Service Logistics > Books).

Role Information

  • Service Administrator

Improved Usability of Global Search within Dynamic Tab Enabled Workspaces

Workspace and the Service Request work area let service agents access various data within dynamic tabs. With this enhancement, when a service agent uses Global Search (in the top of the page) and then selects a search result, if that item can be viewed within a dynamic tab, then the application opens a new dynamic tab within the current workspace, for the selected record. This improves the productivity of agents because it preserves the current layout of other tabs in Workspace (or in the Service Request work area), including any unsaved data, while using Global Search.

If a user isn't granted the privilege to use dynamic tabs within Workspace, then the user interface continues to behave as it did in prior releases (in other words, Global Search won't open a dynamic tab for that user).

Steps to Enable

Here's how to enable global search by setting the Global Search Enabled system profile option:

  1. Open the task Manage Administrator Profile Values from the implementation project. Alternatively, in Setup and Maintenance, go to the following:

  • Offering: Sales
  • Functional Area: Sales Foundation
  • Task: Manage Administrator Profile Values
  1. In the Manage Administrator Profile Values page, search for the system profile option by entering FUSION_APPS_SEARCH_ENABLED in the Profile Option Code field.
  2. In the Profile Values section, select Yes from the Profile Value list.
  3. Click Save and Close.
  4. Sign out and sign in again to see the global search box at the top of the page.

Key Resources

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

Role Information

The Sales Administrator or setup user (Application Implementation Consultant) is responsible for enabling Global Search.

Refresh Icon on Service Request and HR Service Request List Pages

The Service Request list page and the HR Service Requests list page have a new Refresh icon that re-executes the current query to fetch any updates. The Refresh icon appears next to the Actions button. The Refresh icon lets users more easily check for updates without the need to modify or toggle the current saved search.

Service Requests List Page with Refresh Icon Highlighted

HR Service Requests List Page with Refresh Icon Highlighted

Steps to Enable

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

Tips And Considerations

Users can't do a refresh while performing an inline edit or mass update. However, after they've completed the inline edit or mass update, then they can refresh the page.

Retain Field Values in Copy Service Request Action

You can configure the Copy Service Request action to include custom fields on the service request (SR) object that then get copied to new SR records. This means you don’t need to re-enter the field values if the fields were populated on the source record prior to invoking the copy action.

Steps to Enable

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

Key Resources

For more information, see the Oracle CX Service Implementing B2B Service guide on Oracle Help Center.

Move the Service Request Problem Description Field

In the page layout of the Service Request details page, you can move the Problem Description field within a field group. This lets you modify the layout by moving the placement of the Problem Description up or down within the page layout.

Steps to Enable

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

Key Resources

For additional information, see the Service Request documentation on Oracle Help Center.

Insert Knowledge Links to Digital Customer Service in Email Responses

When working on a service request (SR), you can send to the customer an email message containing a link to a knowledge article. When a knowledge article is linked to the service request, you can use the Insert action within the message composer to insert the full URL of the article published on the Digital Customer Service portal. The email recipient can then click on the hyperlink within the email to navigate directly to the relevant knowledge article.

Steps to Enable

To enable the option for agents to insert links to Digital Customer Service, set the system-level profile option SVC_ENABLE_DEEPLINKS_IN_OUTBOUND_EMAIL to Yes.

Key Resources

For additional information, see the Service Request documentation on Oracle Help Center.

New Action Plan Calendar Option

As part of defining Action Plan templates, you have the option to define the expected duration for each of the steps of the plan. When an Action Plan is associated to a Service Request, the system refers to the organization calendar to estimate the expected due date for each step. With this release, a new calendar option has been added for Action Plans. Administrators can now use calendars defined in Oracle Subscription Management as the input for Action Plan date/duration calculations.

Steps to Enable

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

Key Resources

See the Oracle CX Service Implementing B2B Service guide available on Oracle Help Center.

Case Management Foundation

Many industries need to manage long-term, client- and citizen-focused 'cases' that complement their core customer services. The Case Management API and data model, first introduced in Update 19C, has been expanded with additional object relationships. This Case Management foundation now includes all of the the core components needed to implement a Case Management life cycle solution.

Features of the Case Management foundation include:

  • REST API support for the following operations:
    • Query
    • Create
    • Edit
    • Add/remove related objects
  • Integration with these related objects:
    • Contacts
    • Households
    • Service Requests
    • Action Plans
    • Activities
    • Queues
  • Case attachments
  • Predefined security policies for users and administrators
  • Extensibility of the Case Object through Application Composer

Steps to Enable

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

Offering: Service

Key Resources

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

Role Information

  • Service Administrator

Automatically Initiate Surveys for Customers

The survey integration framework lets you connect to your preferred third-party survey application and initiate requests to the survey tool based on Service Request events that tell the third-party application when to send a survey. The framework can connect with a third-party survey product vendor using Oracle Integration Cloud. The request initiated from Oracle Cloud indicates who the survey recipients are and which survey to send to the end customer. 

With the Service application, you can configure and manage these areas:

  • Administrators can use Setup and Maintenance to enable survey integration, provide connection information to the Oracle Integration Cloud, and select which third-party survey application to use to fulfill the surveys.
  • Administrators can configure eligibility rules (based on predefined common events) via Process Cloud Decision Models that make object owners ‘eligible’ for a survey (such as a survey when a service request is closed).

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

Look for additional information in Oracle Marketplace, where you can download necessary files to complete the Surveys integration.

Key Resources

See the Oracle CX Service Implementing B2B Service guide available on Oracle Help Center.

Role Information

Sales Administrator or setup user (Application Implementation Consultant) is responsible for enabling the Surveys integration.

Knowledge Management

Provide Contextual Knowledge with the Shared Knowledge Widget

Administrators can configure the shared knowledge widget to filter answers by product, category, and content type. You can implement the shared knowledge widget on pages that support application composer. When you do, you usually want to provide knowledge to a specific set of users, for a specific purpose. Setting the specific products, categories, and content types in the widget enables you to show only the most relevant knowledge for the users who visit that page.

You can configure the shared knowledge widget to display content about one product, category, and article content type (Solution, FAQ, etc.). Additionally, you can also hide one or more of the widget's tabs for recommended answers, search, and favorites, which may not be relevant to the purpose of the page.

Steps to Enable

You configure the knowledge widget by editing it using Page Composer.

  1. Open the knowledge search component in Page Composer.
  2. Click Add.
  3. Choose up to one product, one category, and one content type from the selector.

Tips And Considerations

  • You must be able to access and publish using a sandbox, and have access to Page Composer, in order to configure the shared knowledge widget.
  • You can select only the products, categories, and content types that are assigned to the application that the widget is configured for. The contexts that you set apply to search results and recommended articles, but do not affect favorites, and they also affect the contents of the widget's article details page.
  • You can assign up to one of each product, category, and content type. If you select one of each, the content that will display is limited to articles that match all selections. For example, if you select the myProduct product, the Installation category, and the FAQ content type, users will see only FAQ articles about installing myProduct in search results and recommended articles.

Key Resources

See Add Knowledge to an Application Page in the Configure My Knowledge section of the Administering Knowledge Management guide (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).

Role Information

  • Human Resource Help Desk Administrator

Set an Expiration Date for Published Articles

Authors can now set a date and time when an article will no longer be visible to end-users, agents, employees, or end-customers. Expiration dates allow you to publish time-sensitive content without having to remember to remove it manually at a later date. Authors can set the expiration date when creating or editing an article.

Watch a Demo

Steps to Enable

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

Key Resources

Watch Set an Expiration Date for Published Articles Readiness Training

See Create Articles in the Use Knowledge Authoring section of Using Knowledge Management (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > User).

Role Information

Knowledge Authors and Knowledge Managers have access to this feature

Report on User Groups in Knowledge Analytics

You can now report on the user groups that are associated with articles in Knowledge Management analytics using the Knowledge Management - Article User Groups subject area. This provides you with additional insight into how users are interacting with secured content.

Watch a Demo

Steps to Enable

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

Tips And Considerations

Select this subject area after you select one of the core Knowledge Management subject areas. For example, select Knowledge Management - Article Real Time, then select Knowledge Management - Article User Groups. Make sure to select an Article User Group fact to ensure that the join is made. You can hide this column later on the analysis.

Key Resources

Watch Report on User Groups in Knowledge Analytics Readiness Training

See Using Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > User) and Creating and Administering Analytics (available from Oracle Help Center > Cloud > Cloud Applications > Sales > Books > Administration).

Role Information

Knowledge analysts and knowledge managers have access to Knowledge Analytics.

Use a REST API to Search in Multiple Products and Categories

You can now search multiple products and categories using the Search REST API. The API supports passing multiple products, categories, and content types in the search request, which provides additional power and flexibility. You can filter on multiple selected facets, for example, two categories, and two products.

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.

Filter My Knowledge Content by Department

Users who have access to knowledge in more than one department can now filter My Knowledge to include results from only one department. This enables users to see only knowledge content that is relevant to their purpose at the moment. Active knowledge departments may include Service, HCM, and Internal Helpdesk. Users filter their searches using a new department selector in My Knowledge.

Steps to Enable

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

Role Information

Agents, knowledge authors, and any user that has access to My Knowledge can use this feature.

Use Knowledge in Mobile Devices

Human Capital Management (HCM) users can now access knowledge from mobile devices, in addition to on their desktops. This expands users' access to knowledge in both place and time, increasing its usefulness. Mobile knowledge provides recommended articles based on users' contextual information, and also supports additional searching based on users' search terms and other criteria. Users can also access their saved favorite articles from the mobile widget.

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: Help Desk

You enable this feature by setting the HCM_KM_WIDGET_RESPONSIVE_PAGES_ENABLED profile option.

  1. Click Setup and Maintenance in the springboard menu.
  2. Select the Service offering.
  3. Select the Knowledge Management functional area.
  4. Select Manage My Knowledge Profile Options.
  5. Set the HCM_KM_WIDGET_RESPONSIVE_PAGES_ENABLED profile option to Y.

Select Intelligent Advisor Interviews from a List When Embedding in Knowledge Articles

Knowledge authors can select Intelligent Advisor interviews from a list when embedding them in knowledge articles. This simplifies the process of including Intelligent Advisor interviews in articles, since authors no longer need to supply the name of the deployment (interview) when they add one to an article. The knowledge application gets the interview (deployment) names from the configured Intelligent Advisor hub. When the author selects an interview, he can then choose the interview locale, if multiple locales are available.

Steps to Enable

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

Tips And Considerations

You must have an Intelligent Advisor Hub with an 'Engagement Cloud' type connection.

Key Resources

  • For information on enabling Intelligent Advisor interviews in Knowledge Management, see Enable Intelligent Advisor Interviews in the Administer Knowledge section of Administering Knowledge Management (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > Administration).
  • For information on adding interviews to articles, see Intelligent Advisor Interviews and Add an Interview to an Article in the Use Knowledge Authoring section of Using Knowledge Management (available from Oracle Help Center > Cloud > Cloud Applications > B2B Service > Books > User).
  • For information on integrating with Intelligent Advisor, see the section Engagement Cloud User Guide in the Oracle Policy Automation Documentation Library, and see Intelligent Advisor Interviews in Sales in the Additional Configurations and Integrations chapter of Oracle CX Sales Implementing Sales (available from Oracle Help Center > Cloud > Cloud Applications > Oracle CX Sales > Books > Implementation).

Digital Customer Service

Find Information Quickly with the Visual Navigator

Use the Visual Navigator to help customers quickly find the information or functionality they need. The Visual Navigator provides the visual layout and basic logic for a variety of link-type behaviors.

Steps to Enable

Option 1:

  1. Drop the Visual Navigator component on the page where you want to use it.
  2. Under Actions, click navigatorLoadAction.
  3. Click Call Action Chain NavigatorFetchItemsAction.
  4. Set the items input parameter for the Call Action Chain NavigatorFetchItemsAction to the array of items the visual navigator should display.

Option 2:

  1. Upload a JSON file that defines the items array somewhere in the application's resources directory.
  2. Edit the NavigatorLoadAction.
  3. Add a Call Module Function action immediately before the Call Action Chain NavigatorFetchItemsAction.
  4. Set the Call Module Function to call the application level loadJSON function.
  5. Set the path input parameter of the function to be the relative path of the JSON file under the resources directory.
  6. Map the result of the call module function to the items parameter for the Call Action Chain NavigatorFetchItemsAction.

Tips And Considerations

Supported array types are the following:

  • info
  • knowledge-article
  • service-request
  • product
  • my-profile
  • url

Key Resources

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

Filter Knowledge Search Results

Use filters to quickly locate knowledge articles. You can filter by:

  • Document type
  • Collection
  • Category
  • Product

Steps to Enable

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

Tips And Considerations

The Knowledge Article Facets component is available in the Oracle Digital Customer Service reference implementation template and on the Oracle Component Exchange.

Key Resources

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

Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles

Oracle Intelligent Advisor interviews use modeled natural language policies to provide guided experiences for users. Oracle Intelligent Advisor interviews can be embedded in a knowledge article. Users viewing the article can then interact directly, following an interview's guided processes.

Steps to Enable

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

Key Resources

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

Omnichannel Framework

Associate Interactions with Custom Objects Automatically

The Interactions model used to capture all channel interactions now lets you automatically associate interaction records with specific custom objects. For example, if an agent is taking a phone call from a customer, and during the course of that phone call the agent creates or edits a custom object, the app automatically associates the custom object with the backend interaction.

Steps to Enable

Auto-association for custom objects is not controlled through the standard Setup and Maintenance configuration task. 

Key Resources

The instructions for setting up custom objects and enabling the interaction auto-association functionality are in the Implementing B2B Service guide available on Oracle Help Center.

Role Information

In order to set up and configure interaction auto-association for custom objects, you must have administrator privileges and/or access to Application Composer.

Service Channels

Hide Unused Channel Types from Service Reps

You can hide predefined channel types from the service request (SR) user interface if those channel types aren’t in use. This change improves usability for service representatives because when they’re editing an SR or composing SR messages, only the channel types that are active within the environment are displayed.

Steps to Enable

In Setup and Maintenance, use the setup task, Manage Service Request Channel Type Visibility, to specify the active channel types.

Delete Chat Transcripts to Comply with GDPR on the Right to Erasure

Meet General Data Protection Regulation (GDPR) requirements by periodically or manually deleting all customer chat transcripts. Deleting chats lets you become GDPR compliant from the point of view of the right to erasure, also known as the right to be forgotten.

The GDPR is a regulation in European Union (EU) law. This law governs data protection and privacy for all individual citizens of the EU and the European Economic Area (EEA).

One of GDPR's regulations is the right to erasure or the right to be forgotten. This means that your customer may want to request the deletion of all chat conversations for various reasons related to data protection and privacy. You can configure chat in your service application to purge the chat transcripts, either periodically by setting profile options or manually upon your customer's request.

Steps to Enable

To enable periodic purge of chat transcripts, you must also set the following profile options:

  • SVC_CHAT_TRANSCRIPT_PURGE_ENABLED
  • SVC_CHAT_TRANSCRIPT_PURGE_INTERVAL
  • SVC_CHAT_TRANSCRIPT_DELETE_ENABLED
  • SVC_CHAT_TRANSCRIPT_PURGE_ITERATION_INTERVAL
  • SVC_CHAT_TRANSCRIPT_PURGE_BATCH_SIZE

In addition, the SVC_DELETE_CHAT_TRANSCRIPT_PRIV privilege lets users delete chat transcripts from the user interface. By default, this permission is given only to the Customer Service Administrator role. To allow other users or roles to delete chat transcripts, you must add this privilege to the respective roles.

Key Resources

See the Oracle CX Service Implementing B2B Service available guide on Oracle Help Center.

Role Information

  • Customer Service Administrator

Field Service Integration

Prebuilt Integration Flow for Service Work Orders Updated to New REST APIs

The prebuilt integration with Oracle Field Service enables bi-directional sync between Service Work Orders and Oracle Field Service activities. This prebuilt integration has been updated to use REST APIs, and it no longer uses any SOAP APIs. The new version of the integration flow leverages the new REST services for Work Orders that were introduced in Update 19B. The previous versions of the prebuilt integration that use SOAP continue to be supported in Oracle Integration Cloud, but are no longer available for download. Existing customers are recommended to move to the new REST-based flows, and all new implementations should utilize the new REST-based flows.

Steps to Enable

Access the pre-built integration flows through one of the two options:

  • Oracle Engagement Cloud to Oracle Field Service Cloud Integration: https://cloudmarketplace.oracle.com/marketplace/en_US/listing/30781442
  • My Oracle Support Document: 2247612.1

Download the prebuilt flows PAR file and import the package into Oracle Integration Cloud.

Tips And Considerations

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

  • Oracle CX
  • Oracle Field Service
  • Oracle Integration Cloud (OIC)

Key Resources

For details about configuring field service work order management, see the Oracle CX Service Integrating B2B Service with Field Service guide available on Oracle Help Center.

Security

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

For more information, see these guides available on Oracle Help Center:

  • Oracle CX Securing CX Sales and B2B Service
  • Oracle CX Security Reference for CX Sales and B2B Service

Use Access Groups to Configure Data Security

Access groups provide a new paradigm to configure data security. You can easily provide your users with additional access to sales data using access groups with this initial set of objects:

  • Accounts
  • Contacts
  • Opportunities
  • Leads
  • Partners
  • Custom Objects

You can create an access group, assign members to the group, and then define rules to grant the group access to an object’s data. All group members receive the data access selected for the group. If you add a user to more than one access group, the user will get access to all the data records that each of the groups has access to.

You can use access groups instead of custom data security policies to grant user access based on non-standard parameters, such as:

  • The user’s country or region
  • The user’s business unit
  • Custom attributes and fields

Additionally, in Workspace, you can search for and view records that users have access to through their access group membership.

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

  • Use access groups as an alternative to creating custom data security policies when you want to provide data access to users based on parameters that aren’t supported by the predefined data security policies. 
  • If you want to provide users with access using a standard mechanism, such as team, territory, or management hierarchy, then use the existing predefined data security policies or territory management solutions that you're currently using.
  • A user's overall access to data consists of the combined access provided by the access group and the access the user receives from all other access paths, such as those provided by data security policies or other access mechanisms, if applicable.

Role Information

Only sales resource users who are assigned the Resource abstract role (ORA_HZ_RESOURCE_ABSTRACT) can be added as members of an access group.

To create and manage access groups, you must have either the IT Security Manager job role or the Sales Administrator job role.

After you have ensured that users have the appropriate roles, navigate to Tools > Sales and Service Access Management, and then:

  • If you're using the IT Security Manager job role to configure access groups, click Configure Groups to navigate to the access groups landing page.
  • If you're using the Sales Administrator job role to configure access groups, the application takes you directly to the access groups landing page.

Give Specific Activity Access to Users

In Update 19D, role-based Activity privileges were made more granular, so that you can give users access to only a subset of Activity actions. For example, you can alter the security configuration so that users can only view appointments, but not create them. This extends to all aspects of the Activity object, including appointments, tasks, call reports, and call logs.

Starting with this update, you can use the granular privileges with these applications:

  • Oracle CX Mobile 
  • Sales for Office 365
  • Service Request 

Steps to Enable

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

Role Information

  • Setup user

Application Composer

Control Access to Custom Object Records Using Access Groups

You can configure who can access an object's records by enabling Access Group security and then configuring access groups in Sales and Service Access Management, via the Navigator. You must also specify functional privileges in the Roles table. You can continue to use other security options like Owner. Access group are an OR operation to existing Data Security policy. See the feature in this document, Use Access Groups to Configure Data Security, for more details on how to configure Access Groups in Sales and Service Access Management.

Enable Access Group Security

Steps to Enable

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

Key Resources

See the Oracle CX Securing CX Sales and B2B Service guide available on Oracle Help Center.

Add Intelligent Advisor Interviews to Custom Subtabs

Seamlessly integrate Intelligent Advisor interviews into the application pages as custom subtabs using Application Composer. With just a few clicks, you can select an interview and assign it to a custom subtab. The application automatically supports interviews with checkpoints with no additional effort. To support data mapping, the application automatically supplies the primary key of the current application parent object record to the Intelligent Advisor interview. Data mapping lets you presupply data in an Intelligent Advisor interview from the sales application and save outcomes from the interview back to the application.

Add Intelligent Advisor Interviews

The application gets a list of available interviews from the Intelligent Advisor Hub you designate in the Intelligent Advisor Hub administration UI. The Intelligent Advisor Hub then automatically configures your instance. 

Steps to Enable

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

Tips And Considerations

The Intelligent Advisor Interview subtab choice displays after an Intelligent Advisor Hub has been registered with the environment.

Key Resources

Simplified Setup

Improve Import Performance with Enhanced Quick Import Macros

The Quick Import macros for key sales objects, including accounts, contacts, products, leads, and opportunities, now use Oracle's new Manage Import technology for importing your sales data. The Microsoft Excel macros speed up and simplify the import of up to 5,000 records at a time for some objects. The macros help you by validating your data entries, providing lists of values, and automatically populating constant values. The macros for importing sales users and product groups continue to use File Import, an import method Oracle plans to discontinue in Update 20C.

Steps to Enable

You can download the Quick Import Macros on My Oracle Support (Doc ID 2229503.1). Detailed instructions for using the Excel macros are provided in the Oracle CX Sales Getting Started with Your Sales Implementation guide available on Oracle Help Center.

Role Information

  • Setup user

IMPORTANT Actions and Considerations

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. 
  2. From the Navigator, select Sandboxes (under Configuration).
  3. 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 Configuration).
  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