Update 20B

Revision History

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

Date	Feature	Notes
31 JUL 2020	Oracle Partner Finder	Updated document. Delivered feature in update 20B.
31 JUL 2020	Optimize Performance for Territory-Based Account Assignment	Updated document. Revised feature information.
26 JUN 2020	Purge Contacts to Comply with Data Protection Regulations	Updated document. Revised feature information.
29 MAY 2020	Use Adaptive Search to Access the Sales Catalog	Updated document. Revised feature information.
29 MAY 2020	Manage Workspace-Seeded Actions	Updated document. Revised feature information.
06 MAY 2020	View User Sign-In Metrics for Mobile in User Adoption Reporting	Updated document. Revised feature information.
06 MAY 2020	View Object Activity for Mobile and Email in User Adoption Reporting	Updated document. Revised feature information.
24 APR 2020	Sales Assistant Supports Microsoft Teams	Updated document. Delivered feature in update 20B.
24 APR 2020	Create and Edit Object Sharing Rules for Access Groups	Updated document. Revised feature information.
20 MAR 2020		Created initial document.

Overview

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

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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 by utilizing the Functional Setup Manager (FSM) Opt In page.

Access the 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.

Opt In Expiration

Occasionally, features delivered Disabled via Opt In may auto enable in a future update. This is known as an Opt In Expiration. If your cloud service has any 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 Opt In will expire, potentially auto-enabling the feature. You can also click here to see features with 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:

• 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.

• Review the latest Known Issues and Update Documents for this release (Doc ID 1603154.1) on My Oracle Support.

• Review Oracle Engagement Cloud (Sales and Service): Removed Features (Doc ID 2530879.1) on My Oracle Support.

Feature Summary

CX Foundation

Accounts, Contacts, and Households

Purge Contacts to Comply with Data Protection Regulations

Purge person or contact data from the environment, rather than retaining the information in an inactive state. You can use the Manage Party Purge Activities task to specify filter criteria to select the inactive records that you want to purge after the retention period has lapsed.

Manage Party Purge Activities

Steps to Enable

Set the profile option, ORA_HZ_ENABLE_PURGE, to Yes to enable this feature. Use the profile option, ORA_HZ_PURGE_MIN_AGE, to set the minimum number of days to retain the records in an inactive state before purging.

Tips And Considerations

Applications using sales contact data may display incomplete data after a sales contact record is purged. A few examples of applications that use sales contact data are Loyalty, Service Request, Territory Management, Opportunity, Deals, Forecasting, Assets, Contracts, and so on. For example, in opportunities, contacts are associated with opportunities, and if a contact is purged, the opportunity in which this purged contact is a primary contact may display as blank.

Similarly, Business Intelligence (BI) reports may contain rows that are partially blank and REST payloads may contain null values for the purged contacts.

Key Resources

See the Implementing Sales guide available in the Sales area on Oracle Help Center.

View Ultimate Parent Account from Account Overview Page

Salespeople can view the ultimate parent and parent account associated with the account that they're working on in the Account Overview page. They can also drill down to the details of ultimate parent and parent account from this page. Additionally, they can quickly access the account hierarchy from this page, previously available from the Account Profile page, to manage the child account hierarchy. They can continue to manage the parent account from the Account Profile page.

Steps to Enable

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

As the administrator, create a sandbox with the Application Composer tool selected. In Application Composer:

1. Navigate to Standard Objects > Account > Pages > Details Page Layouts > select Copy to create a duplicate page layout.
2. In the Custom Layout page, select the pencil icon to edit the Account Overview subtab.
3. In the Configure Detail Form, select Ultimate Parent from the list of available fields and move it to the list of selected fields.
4. Arrange the fields in the desired sequence.
5. Save your changes.
6. Click Done.
7. Launch the Account Overview page to verify the changes.

Application Composer: Add Ultimate Parent to Account Overview Subtab

Account Overview Page

Account Profile Page

Key Resources

See the Implementing Sales guide available in the Sales area on Oracle Help Center.

Role Information

• Sales Administrator

Customer Data Management

Control Merge Notifications

Provide the ability to control when merge notifications are sent. You can enable or disable notifications at the individual resolution request level and at the duplicate identification batch level. You can also disable notifications altogether. You can now configure the default notification status for manually created resolution requests.

When you create a duplicate identification batch, you can specify whether the application sends notifications for the resulting merge requests.

Notification Parameters in the Duplicate Identification Batch Job Definition

On the Duplicate Resolution page, data stewards can toggle the notification parameter for individual resolution requests by using the new Notify action.

Notifications Indicator and Notify Action on the Duplicate Resolution Page

In the Manage Customer Data Management Options setup task, you can define the default notification parameter value for new merge requests or disable merge notifications altogether.

Merge Request Notifications Setup

Steps to Enable

To control the default value for the merge notification parameter or to globally disable merge notifications, set the Merge Requests Notifications option in the Manage Customer Data Management Options setup task in Setup and Maintenance.

Tips And Considerations

To get the most value from this enhancement, keep the following in mind:

• The delivery of this enhancement doesn't change merge notification behavior unless you choose to make those changes.
• If you have pending merge requests created before receiving this enhancement, their merge notification parameter value is set to Yes. If you don't want to receive notifications for these merge requests, you can:
  • Change the value of those pending requests to No by navigating to the Duplicate Resolution page, selecting the requests, and then choosing the Notify action from the action menu.
  • Globally disable merge notifications by using the Manage Customer Data Management Options setup task to set the Merge Notifications option to 'disable merge process notifications' while the requests are being processed.
• Save time by only generating merge notifications when you want them.

Key Resources

See the Implementing Customer Data Management guide available in the Sales area on the Oracle Help Center. 

Role Information

Customer Data Steward, Data Steward Manager, and Master Data Management Application Administrator roles can enable or disable merge notifications in the Duplicate Identification and Duplicate Resolution flows. The Master Data Management Application Administrator role can also configure the merge notifications feature with the Manage Customer Data Management Options setup task.

Use Groovy Script to Configure Merge Survivorship Rules

Create Groovy-script-based survivorship rules in Application Composer to configure how master records are chosen, how the master record's attributes are derived from the duplicate parties, and special conditions when merges should not be allowed. Groovy is an easy, powerful, flexible, standards-based scripting language that you can use to extend processing logic throughout the application. In this release, we provide the option to also use Groovy to write data quality survivorship rules. This option lets you standardize on a single-logic extension platform and take advantage of Application Composer's Groovy scripting interface and sandbox-enabled development process.

Data Quality Rules Task in Application Composer

Steps to Enable

This feature is enabled by launching the Manage Customer Data Management Options setup task and then selecting the Groovy script options for the Master Record Selection, Agreement Rules Type, and Add Groovy to Attribute Selection setup options. You can also use the Data Quality Rules task in Application Composer to write the Groovy scripts.

Tips And Considerations

Enablement:

• Any survivorship rules written through the Manage Survivorship Rules setup task, which use the Oracle Business Rules framework, continue to function if you don't enable Groovy script survivorship rules.
• For a given survivorship process type, such as Set Master or Agreement Rules, you can either use Groovy script or Oracle Business Rules. You can't combine the two frameworks for a single process type.
• You can combine Oracle Business Rules and Groovy script between different survivorship process types, such as using Oracle Business Rules for Set Master logic and Groovy script for Set Attribute logic.

Testing and deployment:

• Groovy script survivorship rules are developed in Application Composer using a sandbox and they can be tested in the sandbox by using the Create Resolution Request task and selecting the Test Merge resolution request type.
• The sandbox with Groovy script survivorship rules must be published before the rules can be used by the Request Dispatch process.
• Sandbox publication overwrites previously published Groovy script survivorship rules with the script content of the newly published sandbox.

Best practices for performance:

• Try to use attribute source confidence as much as possible for your Set Attribute survivorship logic.
  • Select one of the 'use source confidence' Attribute Selection Type options from the Manage Customer Data Management Options setup page.
  • If needed, use Groovy script along with your source confidence configuration to handle exception scenarios.
• Use survivorship Groovy scripts for survivorship logic, not as a generalized scripting event point.
  • Keep your survivorship scripts fast and lean.
  • Focus on using the in-context Resolution Request object to achieve the specific Set Master, Set Attribute, and Agreement Rules logic needed for correct merge processing.

Key Resources

These resources can help you get the most value from this feature:

• Oracle Applications Cloud Groovy Scripting Reference, available in the Sales area on Oracle Help Center
• The 'scripting' section of the article, Performance Best Practices for Extending Oracle CX Sales and B2B Service (Doc ID 2170121.1), available on My Oracle Support. 

Role Information

The Master Data Management Application Administrator role can enable this feature and write data quality Groovy scripts in Application Composer.

Use a New Setup and Maintenance Task to Separately Configure Oracle Address Verification

Use a new Setup and Maintenance task titled Manage Integration with Oracle Address Verification to configure Oracle Address Verification. You can navigate to this task from the Integrations functional area from the Sales offerings. Alternatively, you can search for this task in the Setup and Maintenance work area in the Search available from the Tasks panel tab. Previously, a single setup task was available to configure both Oracle Address Verification and Oracle Data as a Service (Oracle DaaS) data enrichment from Dun & Bradstreet Corporation (D&B). Now you can configure data enrichment separately, using either Oracle DataFox or D&B as the data source.

Steps to Enable

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

Tips And Considerations

If you are a DataFox customer, you can now configure Address Verification using this new Setup and Maintenance task. If you are an existing customers using the Manage Oracle Engagement Cloud to Oracle Social Data and Insight Cloud Service Integration Setup and Maintenance task to configure DaaS for Sales and Address Verification, there is no impact on your implementation. However, it is recommended that you reconfigure Address Verification using this new Setup and Maintenance task.

Key Resources

See these guides on Oracle Help Center:

• For implementation with CX Sales and B2B Service:
  • Oracle CX Implementing Customer Data Management for CX Sales and B2B Service
  • Oracle CX Sales Getting Started with Your Sales Implementation
• For Customer Data Management implementation with other cloud services, such as B2C Service:
  • Oracle CX Getting Started with Your Customer Data Management Implementation
  • Oracle CX Implementing Customer Data Management

Role Information

• Sales Administrator
• Master Data Management Application Administrator

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. 

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.

Tips And Considerations

NOTE: This feature was first released in update 20A.

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

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.

Add Contacts and Leads from Your Workspace to Oracle Eloqua

Salespeople can select contacts or leads from their Workspace saved searches and add them as campaign members to Oracle Eloqua marketing campaigns. After the added contacts and leads are synchronized to Oracle Eloqua, they get added to the specified Oracle Eloqua marketing campaigns.

This synchronization results in a stronger sales-marketing collaboration, since your sales team can ensure that their prospect contacts and leads are targeted with the intended marketing campaigns.

Steps to Enable

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

1. Create a sandbox and navigate to Application Composer.
2. Navigate to the Smart Actions area.
3. Using the search box, look for the Add to Campaign action. Two system actions are displayed: one for the Contact object and one for the Lead object.
4. For each of the objects, click Enable to make available the Add to Campaign action from the Workspace saved searches.

Tips And Considerations

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 the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Role Information

In addition to the above steps, make sure that the functional security privilege, MKT_MANAGE_MARKETING_INTEGRATION_CAMPAIGN_MEMBER, is assigned to the intended user or their role.

Drill Down from Actionable Infolet Saved Search Filters to Workspace

Salespeople can include saved searches created in Workspace to display in the available filters list for their actionable infolets. When salespeople view a Workspace saved search filter, they can quickly open the saved search directly in Workspace by clicking on the Workspace icon in the infolet. 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.

Tips And Considerations

To view only Workspace saved searches, select Configure from the Actions menu. Under the Filters tab, select the 'Include Workspace Saved Searches' check box and move any other lists from the Selected section to the Available section.

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Navigate Seamlessly Between Global Search Powered by Adaptive Search and Workspace

If you have global search enabled to use the Adaptive Search engine, then when salespeople click on a search result from the global search UI, the application seamlessly takes them to the Workspace UI. This integration results in a streamlined search experience across Workspace and global search.

Steps to Enable

While there are no separate steps for this feature, you follow these steps to enable the Global Search powered by Adaptive Search:

1. From Setup and Maintenance, go to the Manage Global Search Configurations page, and select the row Global Search powered by Adaptive Search.
2. Click the Duplicate icon and enter a user-friendly name and description for the configuration.
3. Select the Pages subtab and click Create with these values:

• For View Type, select Application
• For View ID, create rows with these values:

CrmPerformanceApp%

ORA_FSCM_UIAPP%

ORA_CRM_UIAPP%

ORA_CRM_SERVICESAPP%

ORA_SERVICEAPP%

SalesApp%

If the Search Factory field is blank, enter this value: oracle.apps.crmCommon.globalsearch.elasticsearch.ElasticSearchFactory

4. Select the Default check box to set this configuration as the default configuration.
5. Click Save and Close.

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Role Information

This feature is available to all roles. However, only administration roles can enable the Global Search powered by Adaptive Search.

Support Many-to-Many Custom Relationships in Adaptive Search

Configure the application to let salespeople search on objects that are related through custom, many-to-many relationships. This enhances users' searching capabilities.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Use Adaptive Search to Access the Sales Catalog

Use Adaptive Search REST APIs to access Sales Catalog objects, such as Product, Product Groups, and Price Books. You can also use these APIs to create your own customized sales catalog.

Steps to Enable

1. Go to the Configure Workspace Search task in Setup and Maintenance.
2. Click on the Setup subtab.
3. Enable Product and Product Groups.
4. Click Publish.

Key Resources

See the Implementing Sales and REST API guides available on Oracle Help Center.

View Appointments That Don’t Have Call Reports

The My Calls to Log saved search in Workspace lets salespeople search for appointments that don’t have a corresponding call report. From the list of search results returned, salespeople can use the Create Call Report action to follow through on appointments.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Core Sales Force Automation

Leads and Opportunities

Browse the Sales Catalog to Add Products or Product Groups to a Lead

Salespeople can browse the sales catalog and add products or product groups to leads from the Browse Catalog button in the Edit Lead page.

Steps to Enable

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

To enable this feature for both leads and opportunities, set the profile option, Browse Sales Catalog in Opportunities Enabled, to Yes.

To add the Browse Catalog button in the Edit Lead page, use Application Composer to:

1. Enable the Fuse Lead Details Products area on the Summary subtab of the Edit Lead page.
2. Enable the Browse Catalog button.

Key Resources

See the Implementing Sales guide available in the Sales area on Oracle Help Center.

Role Information

• Sales Administrator

Configure Default Search on Standard Subtabs

You can now configure the default search filter on standard subtabs so that your salespeople can more easily find the subtab data that's relevant to their daily activities. In Application Composer, hide the default search on one or more subtabs if your users don't need it, or add default search filters and values to save time for your users. This setting applies to all existing details page layouts with this subtab. Default subtab search is now configurable for standard subtabs on these object pages: Lead and Opportunity.

Steps to Enable

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

Role Information

The ability to configure default search on standard subtabs is available to all roles that have access to Application Composer, for example, administration roles.

Enable Recommended Actions at the User Level

You can decide to enable Recommended Actions -- also known as best sales action functionality -- to all users right away, or to a specific list of users first, and then expand the list as appropriate.

Steps to Enable

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

Tips And Considerations

You can make this feature available to all users by selecting the Best sales action enabled at site level check box from the Configure Best Sales Action UI. To make this feature available to a subset of users, deselect the check box and add user-level profile values to the Enable Adaptive Intelligence (ZCA_ENABLE_ADAPTIVE_INTELLIGENCE) profile option.

Key Resources

See the Implementing Sales guide available in the Sales area on Oracle Help Center.

Role Information

• Sales Administrator

Enterprise Contracts

Upload Contract Terms to an Alternate Contract

You can upload a contract terms document sourced from one contract into another contract, using either the application UI or Oracle Contracts Add-in for Microsoft Word. For example, let’s assume you distribute a downloaded contract among various suppliers. Thereupon, you negotiate terms and conditions and finalize the supplier. You can then upload this negotiated contract document into a different contract created for the approved supplier.

Upload to Another Contract

When you use Upload to Another Contract from the Oracle Contracts Add-in for Microsoft Word, you need to search for the contract before you can proceed with the upload.

When you upload a modified document to a different contract, the application reports the changes made to the document in the Review Changes page. Once uploaded, you can see your uploaded revision on the Documents tab.

To compare your uploaded document with the original document, you need to first download the contract to create an initial version to compare against.

Steps to Enable

There are no steps required to use this feature if you're uploading your modified document using the Upload Contract action in the application.

Download the latest Oracle Contracts Add-in for Microsoft Word to use the Upload to Another Contract action to search and upload your contract document.

Tips And Considerations

When you review the changes after upload, changes in sections and clauses created as nonstandard terms in the downloaded document are tracked as 'Added' and 'Deleted' instead of 'Updated'. Any changes in sections and clauses originating from Terms Library are still tracked as ‘Updated’.

Key Resources

See these guides on Oracle Help Center:

• Implementing Enterprise Contracts (available in the Sales area)
• Using Customer Contracts (available in the Sales area)
• Using Procurement Contracts (available in the ERP > Procurement area)

Use Cross-References in Terms and Conditions

You can define cross-references in the contract terms to refer to other clauses in the document from another clause. This is often applicable when legal language in a clause refers to terms described in another clause from the same document. Updating the contract document, for example, moving a clause or inserting a new clause, automatically updates the cross-reference used in the clause text.

Steps to Enable

To add cross-references to clause text:

1. Create variables for any Terms Library clauses that you want to reference. Variables that you want to use in cross-references must be defined with a source of Java string, and the system method name Get clause cross-reference.

Create Variable

2. Create or edit the Terms Library clause you want to point to in your cross-reference and add the cross-reference variable to the clause. This provides the anchor point for the clause.

Destination Clause for Cross-Reference

3. Update any clauses where you want to make a reference to the standard Terms Library clause and insert the cross-reference variable into the clause text. The variable resolves to indicate the numbered position of the referenced clause in the contract terms.

Source Clause for Cross-Reference

Tips And Considerations

You may consider adding a prefix when naming your cross-reference variables so that you can identify variables that are used to support cross-references from other types of variables.

In order for cross-references to point to an identifiable location in your contract terms, for example, 'Refer to clause 2.1', you' need to ensure you're using concatenation in your numbering scheme definition. Without concatenation, the cross-reference variable will resolve without any context, for example '...refer to 1' instead of '...refer to 2.1'.

Key Resources

See these guides on Oracle Help Center:

• Implementing Enterprise Contracts (available in the Sales area)
• Using Customer Contracts (available in the Sales area)
• Using Procurement Contracts (available in the ERP > Procurement area)

Add Table of Contents to Contract Terms

You can add a table of contents to the PDF document that is created when previewing a contract or a terms template. A table of contents helps you in quickly scan and locate a specific section. It is particularly helpful in large contracts that run over several pages.

Table of Contents in PDF Preview

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: Enterprise Contracts

In addition to setting Opt In for this feature, you also need to check the layout templates that you use for previewing your contract. If you have customized the layout template for printing contract terms, you have the option of:

• Taking the latest version of the layout template and reapplying your customizations.
• Applying the updates required to print the table of contents over to your customized layout template.

The best option depends on whether you have made less or more changes to the seeded layout template.

Key Resources

See these guides on Oracle Help Center:

• Implementing Enterprise Contracts (available in the Sales area)
• Using Customer Contracts (available in the Sales area)
• Using Procurement Contracts (available in the ERP > Procurement area)

Partner Relationship Management

Use Access Group to Configure Data Security for Partner Objects

You can easily provide specific users with access to sales data using access groups. 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. You can add members to access groups manually or by defining membership rules. All group members receive the data access set for the group. If you add a user to more than one access group, the user gets access to all the data records that each of the groups has access to. This feature was initially released in update 20A, with support for the Partner object. In this release, these additional Partner Relationship Management objects also support access groups: Deal Registration, MDF Budget, MDF Claim, MDF Request and Program Enrollment.

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.

Key Resources

See these guides on Oracle Help Center:

• Implementing Partner Management (available in the Sales area)
• Securing CX Sales and B2B Service (available in the Sales area)

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. Partner users who are assigned the Access group enablement role (ORA_ZCA_ACCESS_GROUPS_ENABLEMENT_DUTY) 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 your 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.

Oracle Partner Finder

Use the Partner Finder template in Visual Builder to add a custom partner finder to your corporate website. Both your existing and prospective customers can easily find the relevant partner to work with, and then contact them for more information. Additionally, prospective partners can also explore and understand your current partner network before joining.

Partner Finder

Steps to Enable

To create a new Partner Finder application:

1. Sign in to the Oracle Visual Builder editor as a user with the Developer role.
2. Click New. The Create Application dialog appears.
3. In the Application template section, click Change template.
4. Click the most recent version of the Partner Finder tile. This template creates an application with basic Partner Finder functionality, including the ability to search and filter partners, view partner details, and create leads based on customer inquiry.
5. Click Use selected.
6. Specify the Application Name.
7. Specify the Application ID. The Application ID is automatically derived from the specified Application Name, but you can change it, if desired. The Application ID can't be modified once the application is created; it appears in the application URL.
8. Click Finish.

Key Resources

For more information, see the Implementing Oracle Partner Finder guide available in the Sales > Books (Update 20B) list on Oracle Help Center.

Oracle Sales Assistant

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 Microsoft Teams integration currently supports private one-on-one chats with the Sales Assistant. Group conversations via chat with multiple users or via channels in a team is currently not supported.

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:

• Implementing Sales
• Using Sales

Sales Cloud for Office 365

Share Call Reports with Others Using Email

Configure the application to let users email call reports to others.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Create a Contact in the Sales Application Based on the Office 365 Contact

While creating a contact with the CX Sales add in, the user is prompted if there are corresponding contacts in Outlook from which details can be copied.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Allow Making Fields Required in the Office 365 Add-In Only

You can make add-in fields required using the Office 365 Designer, even if the field is not mandatory in the object model.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Set an Address Based on the Account When Creating Contacts in Office 365, and Make Fields Required in the Designer

You can configure the application to set a default address based on the account when users create a contact in Office 365. In addition, you can make add-in fields mandatory from the Office 365 Designer. Plus, this update includes improvements to stale sync processing.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Allow Multi-Value Choice Lists Fields in Saved Searches

Users can use multiple-value choice list fields in their Office 365 saved searches.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

CX Cloud Mobile

Use a Barcode Scanner to Scan an Asset's Serial Number

Salespeople can use a barcode scanner in the application to scan an asset's serial number. They can then either view the information about the asset or create an asset record containing the asset details.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Role Information

All roles enabled to use CX Cloud Mobile app.

Sort Your List View Pages Using Custom Field Attributes

You can now sort your List view pages using custom field attributes, in addition to the existing sort capability. Your users will be able to select the custom field attribute in the sort selector found in your List view pages.

Steps to Enable

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

Tips And Considerations

This feature is only supported for custom fields that are added to a CX Cloud Mobile list view page and are marked as Searchable.

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Role Information

All existing users of the Oracle CX Cloud Mobile application.

Fixed Choice List Values Default to a Blank Value

Mandatory and cascading fixed-choice list values now default to a blank value, instead of the first value in the list. If a default value has been defined, then the application uses the default value instead of a blank value.

Steps to Enable

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

Key Resources

See the Implementing Sales and Using Sales guides available in the Sales area on Oracle Help Center.

Sales Performance Management

Territories

Optimize Performance for Territory-Based Account Assignment

To enable optimal sales coverage, you can use an enhanced mode of territory-based account assignment processing to optimize performance. Territory-based account assignment is the primary means of assigning sales representatives to sales territories for your sales application objects. It facilitates the selling process by defining boundaries using hierarchical attributes such as products, geographies, industry, and so on.

This enhanced mode of assignment processing significantly improves the performance of territory-based account assignment.

Steps to Enable

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

Offering: Sales

Tips And Considerations

While the performance for territory-based account assignment is enhanced by enabling this Opt-In feature, custom post-processing tasks may be impacted. For example, any custom task flows, Groovy scripts, or event notifications won’t get triggered.

NOTE: This performance enhancement is specific to territory-based account assignment only. There's no performance impact on other business objects such as Leads, Opportunity, Partner, or any rule-based assignment activities.

Key Resources

See the Implementing Sales guide available in the Sales area on Oracle Help Center.

Role Information

• Sales Administrator

Incentive Compensation

Import Orders from Oracle Enterprise Resource Planning into Incentive Compensation

Use Incentive Compensation's import mapping to easily import your Oracle Enterprise Resource Planning (ERP) orders into Incentive Compensation. Map order data to Incentive Compensation transactions, and import order data directly from Oracle ERP. Use this feature to replace manual file loads and other import methods. Once the mapping is set up, importing orders is as simple as submitting a scheduled process.

Steps to Enable

1. Sign in as an Incentive Compensation Administrator and navigate to Setup and Maintenance.
2. Find the Manage Incentive Import Mappings task and create mappings between the source attributes from order data to the target attributes of the Incentive Compensation transactions.
3. Find the Manage Import Selection Rules task and create filtering criteria to select specific order data for the import. 
4. After these tasks are complete, run the scheduled process, Import ERP Transactions, to pull order data as Incentive Compensation transactions. You can schedule this process to run at regular intervals to automatically pull order data into Incentive Compensation for processing.

Tips And Considerations

This feature is limited to importing one-time pricing and recurring pricing model type Order fulfillment line data into Incentive Compensation as transactions.

Key Resources

See the Implementing Incentive Compensation guide available in the Sales area on the Oracle Help Center. 

Role Information

• Incentive Compensation Administrator to create the mappings and selection rules
• Incentive Compensation Analyst or Incentive Compensation Manager to run the scheduled process, Import ERP Transactions

Troubleshoot Automated Role Assignments

View enhanced log files to resolve issues in role proposals. When issues with role proposals require your review, the process ends in a warning status, and the log files show a list of errors. You can access embedded help on the Review Role Assignment Proposals screen to assist your review. Look up the errors in the documentation for instructions on how to fix them.

Steps to Enable

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

Key Resources

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

Role Information

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

Sales Analytics

Create Enhanced Reports on Earnings and Credits

You can add participant information, such as first and last name and unique identifier, to earnings and credits transaction reports. This allows analysts and managers to track how participants are credited when sales deals are closed, as well as see whether accurate compensation has been calculated.

Steps to Enable

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

Key Resources

See the Analytics chapter in the Using Incentive Compensation guide available in the Sales area on Oracle Help Center.

Role Information

Administrator roles can add the new attributes to existing and new Incentive Compensation reports and the reports can be made available to Analysts, Managers, and Sales Representatives.

View Object Activity for Mobile and Email in User Adoption Reporting

With the Sales – CRM Object Activity subject area, you can now report on object create events for the mobile and email channels, in addition to the existing web channel. You can also report on object update events for the mobile and email channels.

Steps to Enable

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

Tips And Considerations

• Object updates are not available for the web channel.
• For more information on this subject area, see this post in Cloud Customer Connect.

Key Resources

See the Sales - CRM Object Activity subject area documentation in the Creating and Administering Analytics guide available in the Sales area on Oracle Help Center.

View User Sign-In Metrics for Mobile in User Adoption Reporting

You can now report on sign-in and session metrics for the mobile channel in the Sales – CRM Resource System Usage subject area, in addition to the existing web and email channels.

Steps to Enable

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

Key Resources

See the Creating and Administering Analytics guide available in the Sales area on Oracle Help Center.

Get Better Reporting with Additional Note and Activity Attributes

The Note Title field, and Activity fields such as All Day and Set Reminder, are now available in existing subject areas for better, more detailed reporting.

Steps to Enable

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

Key Resources

See the Creating and Administering Analytics guide available in the Sales area on Oracle Help Center.

Role Information

Sales administrators can add the attributes to new and existing reports. Sales managers and sales representatives can view these attributes in their reports.

Import and Export and REST APIs

Improve Purging Logic

Automate the table extension process and improve the purging logic for Import Management, without any manual intervention. This feature lets you integrate Oracle Universal Content Management purging with regular purging, and also purge completed import and export jobs.

Steps to Enable

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

Tips And Considerations

• Update the profile option, ZCA_EXPORT_UCM_PURGE_DURATION, to change the export purge duration. The default is set to 7 days.
• Set the profile option, ZCA_IMPORT_PURGE_ON_JOBCOMPLETION, to No, if required. The default is Yes.

Key Resources

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

View Import Detail Status

Use this feature to get a detailed status and notification on long-running import jobs that are in queue and when they actually start processing. This feature notifies exactly when an import starts and finishes, so that you don't have to resubmit the same job.

Steps to Enable

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

Tips And Considerations

This feature will showcase when exactly an import starts and when it finishes, ensuring that the user does not have to resubmit the same job again.

Key Resources

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

Support for High-Volume Import of Custom Objects

Use the high-volume import feature to import custom objects and attributes that you have configured using Application Composer.

Steps to Enable

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

Tips And Considerations

This feature enhancement lets you import custom objects with speed and scale.

Key Resources

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

Regenerate Account Hierarchy as Post-Processing Job in High-Volume Import

You can now regenerate your account hierarchy information in the form of a post-processing job. This feature is available in high-volume import.

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 on Oracle Help Center.

Get Top-Level Account Using REST API

Use the Account REST API to get the top-level account for any account. The following attributes have been added to the Account REST API to enable you to get ultimate parent for an account:

• Ultimate Parent
• Ultimate Parent Registry ID
• Ultimate Parent ID

Steps to Enable

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

Key Resources

See these guides available on Oracle Help Center:

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

Role Information

• Sales Administrator

Use Source System Reference to Uniquely Identify Additional Names

Use source system reference to uniquely identify additional names as child of Account, Contact and Household objects in the REST API and Import business flows. In addition, the first name, middle name, and last name attributes are added to the Additional Names child object for Contact REST API and Import business flows.

Steps to Enable

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

Key Resources

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

Use Classification Code Object in Import and Export Management

You can now import and export classification code information using the Classification Code object in Import and Export Management.

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 on Oracle Help Center.

Search Resources by Role Name and Role Code

You can search for resources using Role Code and Role Name in the Resource REST API.

Steps to Enable

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

Key Resources

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

Search Within Hierarchy Using Resource REST API

You can use the Resource REST API to search within a resource hierarchy. You can use the attributes Manager and PrimaryOrganization to search for a resource by the manager name and organization name.

Steps to Enable

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

Key Resources

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

Group Search Results and Search Based on Fiscal Quarters in Adaptive Search REST API

You can arrange the results of Adaptive Search into groups. For example, you can place related records displayed together as a group based on account, country, rank, and so on. This provides an overview of the records in each value and you can select a group list to narrow down your search results even more. You can also perform searches based on fiscal quarters.

Steps to Enable

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

Key Resources

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

Provide Sum Aggregations for Adaptive Search REST API

Aggregate numeric fields with the Adaptive Search REST API. For example, aggregate the sum of revenue items on an opportunity or the total deal size for all deals on an account.

Steps to Enable

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

Key Resources

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

Service

Service Request Management

Start Action Plans Automatically

You can seamlessly automate Action Plans for your time-sensitive service requests and cases. An Action Plan will automatically start as soon as it's applied to a service request, if the Action Plan Template is designated as auto-start. Developers can use the auto-start option when invoking the Action Plan REST API. Developers or administrators can also automatically assign an Action Plan Template to a service request through event-based Groovy scripts.

Steps to Enable

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

Tips And Considerations

All existing Action Plan Templates will have their Auto-Start flag set to No.

Role Information

• Action Plan Administrator

Specify Service Level Agreements Based on the Service Request Product

You can apply service-level agreement milestones to service requests by using product-level coverages on subscription contracts. When you create a subscription contract, you can specify a coverage line that applies at the product level, instead of having to name each individual asset as a covered asset. When a service request for that same customer specifies a product item that matches the contract, milestones are applied from the corresponding coverage as appropriate.

Steps to Enable

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

Tips And Considerations

This feature is ready to use; simply identify a product item on a subscription contract coverage line, instead of specific assets, and when a service request identifies that product, milestones are applied from the contract automatically.

Key Resources

On the Oracle Help Center, see the Service Entitlements chapter in the Implementing B2B Service guide.

Role Information

• Service Administrator

Manage Survey Integration Setup Between CX Service and Help Desk Separately

The survey setup tasks for CRM and internal help desk are separate, which makes it easier to manage survey integration setup for these areas. The Setup and Maintenance > Service offering contains a setup task in the Surveys functional area, called Manage Survey Templates for HR Help Desk. Help desk administrators can access separate setup information for surveys in this task. CRM administrators can continue to access the setup task for CRM surveys under the Manage Survey Templates task.

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

To expose the Manage Survey Templates for HR Help Desk task, you must make sure that HR Help Desk is enabled. For instructions, refer to Enable HR Help Desk section in the HR Help Desk Configuration chapter located here https://docs.oracle.com/en/cloud/saas/human-resources/20b/faigh/hr-help-desk-configuration.html#FAIGH2758473

In addition to enabling, HR Help Desk, you must also enable the Survey functionality. For instructions, refer to Implementing Oracle B2B Service and search for the chapter about implementing the survey framework.

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 Implementing B2B Service guide available on Oracle Help Center.

Role Information

A Sales Administrator or Setup user (Application Implementation Consultant) is responsible for enabling the Surveys integration. Additionally, the Service Administrator or HR Help Desk Administrator is responsible for configuring the Manage Survey Templates for HR Help Desk task.

Quickly Search Cases Using REST APIs

The Cases REST API now includes support for quick searches, such as Assigned to me, Created by me, and Assigned to my team. You can use these searches to create interfaces to Case lists.

Steps to Enable

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

Key Resources

Review the REST service definition in the REST API guides, available from the Oracle Help Center. Under documentation for B2B Service, select the link for REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section of the REST API guide. A direct link to the Cases API is located here.

Role Information

• Service Administrator

Assign Cases to Queues

You can now assign Cases to queues by defining rules in assignment manager based on Case attributes. Developers can use the new Assign Queue REST API to evaluate these rules for any Case.

Steps to Enable

1. First, create one or more queues for your Cases by navigating to Home > Service > Queues. 
2. Next, go to Setup and Maintenance > Service offering.
3. Select the Communication Channels functional area.
4. Select the Manage Service Assignment Rules task.
5. Select the option for Case Queuing Rules.
6. Add the rule sets, rules, and actions that meet your requirements.
7. Save your new rules.
8. After the rules are published (activated), developers can invoke the new rules using the Assign Queue REST API.

Key Resources

Refer to Oracle Help Center for more information about the Case REST APIs (https://docs.oracle.com/en/cloud/saas/sales/20b/faaps/api-cases.html) and Assignment Rules (https://docs.oracle.com/en/cloud/saas/b2b-service/20b/faiec/work-assignment-and-routing.html).

Role Information

• Service Administrator

Find Similar Service Requests Using Adaptive Intelligence

You can resolve service requests (SRs) faster by automatically finding similar SRs that your service organization has previously encountered and solved. In any service organization, there are always issues that aren't covered by the curated knowledge base, particularly for new products or emergent issues.

With the Similar Service Requests feature, when a new SR is reported, the system automatically identifies other similar SRs where a solution may have been found, to make that information readily available for faster troubleshooting. The application detects similar SRs using text analysis that finds likely matches based on similar products, categories, title and problem description details. Administrators can expose a new UI region in the Service Agent workspace to show similar SRs detected by the system. As a result, you can shorten time to resolution and improve agents' efficiency by reducing ad-hoc searching and unnecessary troubleshooting.

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

You must perform setup steps in both the B2B Service application and the Oracle Adaptive Intelligence (AI) platform. The setup process exposes SR data in bulk from the service application into the AI platform, where text analysis is then performed. The output of the model is available through the embedded agent UI region as well as the SR Similarity RESTful web service.

Tips And Considerations

The Similar Service Request feature is available to customers participating in an early adopter program. To be considered for the program, submit a request via the B2B Service forum under Oracle Cloud Customer Connect. Please note that the program runs for a limited time and is only available to customers meeting qualifying criteria.

Role Information

• Application Implementation Consultant Role

Knowledge Management

Set a Default Preferred Knowledge Locale

Knowledge managers can set a site-wide default preferred knowledge locale. The default applies to any knowledge users who have not set a preferred knowledge locale in their preferences. You can set any active locale as the default.

Steps to Enable

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

Tips And Considerations

The Default Preferred Knowledge Locale applies to all knowledge users. Users who want to view knowledge in a different knowledge locale by default should set their Preferred Knowledge Locale preference.

Key Resources

See Enable Knowledge Features in Implementing Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > Administration) and Using Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > User).

Role Information

• Knowledge Manager

Get Insight into Users' Contributions with Knowledge Analytics Manager Reporting

You can now report on a user's (authors or owners) direct manager in any Knowledge Management Analytics subject area. Managers can get insight into how their direct reports are contributing to the knowledge base and related activities.

Steps to Enable

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

Tips And Considerations

• Only the direct manager is available for reporting.
• All users need to have the resource role in order for reporting to be available. An administrator can add the resource role to a user at any time.

Key Resources

You can find information on the Employee dimension in the Analyze Knowledge Advanced section of Administering Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > Administration).

Role Information

All Knowledge Analytics users

Filter by Article State

You can use the Article State filter in the authoring application's advanced search to find all articles that are in the following states: draft, live, or expired. 

Steps to Enable

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

Key Resources

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

Role Information

• Knowledge Author

Automatically Add Product Names to the Search Dictionary

Knowledge managers can enable the application to automatically add product names to the search dictionary. Adding product names as concepts in the dictionary improves accuracy, because search then treats product names as being important terms in the knowledge base content. You can also add synonyms to product name concepts, which enables search to answer general questions about products or services with answers that are specific to your organization.

Steps to Enable

Administrators can enable or disable this feature in the Setup and Maintenance work area. This feature is delivered disabled.

1. Click Setup and Maintenance in the springboard menu.
2. Select the Service offering.
3. Select the Knowledge Management functional area.
4. Set the Enable Automatic Product Concept Generation profile option to Yes.

Tips And Considerations

• Enabling or disabling product concepts takes effect after the next content processing cycle completes.
• Disabling product concepts removes all product concepts that have not been edited by a knowledge manager in Manage Search Dictionary from the search dictionary.
• This enhancement is released as disabled for all customers, including upgrading customers. Upgrading customers who wish that products continue to be automatically included as product concepts in the search dictionary need to enable this enhancement. 

Key Resources

See the sections Enable Knowledge Features in Implementing Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > Implementation) and Manage the Search Dictionary in Administering Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > Administration).

Role Information

• Knowledge Manager

Knowledge in Digital Assistant for HCM Users

You can use Knowledge as a skill in Digital Assistant, which makes it available to HCM HR Help Desk users in multiple supported channels, such as SMS, Slack, and messenger applications. End users benefit from Digital Assistant's artificial intelligence-driven conversational engagement while using knowledge to search for and find answers to their questions.

Steps to Enable

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

Tips And Considerations

This feature is not available to B2B Service users.

Knowledge is available as a skill in Oracle Digital Assistant skill store, and requires the purchase of Oracle Digital Assistant for Oracle SaaS SKU. The skill can be modified, but requires provisioning and setup steps, which will be provided at the time of purchase.

Key Resources

See Using Knowledge Management (available from Oracle Help Center > Cloud Applications > B2B Service > Books > User) and the Digital Assistant documentation library (available from Oracle Help Center > Cloud Platform > Digital Assistant).

Role Information

HR Help Desk Agents, Knowledge Authors, and any user that has access to HCM HR Help Desk My Knowledge.

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

NOTE: This feature was first released in update 20A.

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.

NOTE: This feature was first released in update 20A.

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.

Tips And Considerations

NOTE: This feature was first released in update 20A.

Key Resources

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

Decide Whether to Make Product and Category Fields Required When Creating a Service Request or Initiating Chat

Choose whether the product field, the category field, or both are required when a self-service user creates a service request or initiates a chat.

Steps to Enable

To make the product or category fields mandatory in service requests, do the following:

1. From the service-request-create-start or the service-request-detail-start page flows, select the category selector or the product selector.
2. In the property inspector, select All.
3. Change the "required" field to "true".

To make the product or category fields mandatory in chat, do the following:

1. Select Root Pages.
2. Select shell.
3. From the Page Structure, select Chat.
4. In the property inspector, select All.
5. In the product or the category field, select "show sub-properties".
6. To make the product field a required field, change the product.required field to "true".
7. To make the category field a required field, change the category.required field to "true".

Key Resources

See the Implementing Digital Customer Service guide available in the B2B Service area on Oracle Help Center.

View Work Orders in Digital Customer Service

Enable self-service users to view work orders. Self-service users can view standalone work orders and those associated with service requests.

Steps to Enable

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

Key Resources

See the Implementing Digital Customer Service guide available in the B2B Service area on Oracle Help Center.

Navigate to Product Group and Category Pages Using the Visual Navigator

Use the Visual Navigator to quickly find pages related to a specific product group or a specific category.

Steps to Enable

Option 1: Specify Items for the Action Chain Variable

1. Drop the Visual Navigator component on the page where you want to use it.
2. Select the Actions icon.
3. From the list of Actions, select NavigatorLoadAction.
4. Click the Action Chains - Variables tab.
5. Select the items array from the list of variables.
6. In the Default Value field, enter your code.

Option 2: Work with the JSON File

Create a JSON file on your local file-system using the format described in the Implementing Digital Customer Service guide. From the web application navigator in Visual Builder upload the JSON file in a folder under the application's resource folder.

If you need to edit the NavigatorLoadAction use these steps:

1. Add a Call Module Function action as the first action in the chain.
2. Set the Call Module Function to call the application level loadJSON function.
3. Set the path input parameter of the function to be the relative path of the JSON file under the resources directory.
4. Add an Assign Variables action after the newly added Call Module Function action.
5. Assign the result of the call module function to flow level items variable.

Key Resources

See the Implementing Digital Customer Service guide available in the B2B Service area on Oracle Help Center.

Field Service Integration

Cancel Part Orders in Service Logistics When a Work Order Is Cancelled

The work order cancel process is a predefined process. It automatically attempts to cancel any part orders associated to a work order when a user attempts to cancel the work order. The administrator can select which work order statuses for which the cancellation process should be enabled. Optionally, the administrator can decide to not use Oracle's predefined process for any status and instead handle the logic through a custom process. If there are part orders that can't be canceled, a user can still cancel the work order and those part orders will be handled through reverse logistics.

Steps to Enable

By default, the work order cancel process is not enabled for any status. The cancel process is available for any work order status that has a status category of Canceled. To enable the work order cancel process:

1. In Setup and Maintenance, open the Manage Work Order Integrations task within the work order functional area of the Service offering.
2. Select the work order integration and then select the details status sub tab.
3. Select the status for which you would like to enable the cancel process. If the status has the Canceled status category selected, the enable cancel process checkbox is editable. Select the enable cancel process for all cancel statues you would like to turn on the cancel process.
4. Save the changes and exit.

The cancel process is now active when a work order is set to the selected cancel status.

Tips And Considerations

The work order cancel process is part of the Service Logistics solution which allows parts to be ordered from Oracle Supply Chain Management when creating a work order. The cancel process checks the status of each part order and, if cancellable, will attempt to cancel the part order. Part orders that are not cancellable, such as part orders that have already been shipped, will need to be handled in Oracle Supply Chain Management. This process should only be enabled if you are using our Service Logistics solution.

Key Resources

See the 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

Manually Select Field Service Technicians on Work Orders

You can give users the ability to manually edit the Field Service Resource field on work orders. The field now provides a resource list of values that lets users select any person with the usage of Field Service Resource from the database. This option is particularly useful for situations where the work order is being managed locally within the cloud application, for example, when the Work Order object is not integrated with an additional field service application.

Steps to Enable

The Field Service Resource field that contains the resource picker is on the generic work order layouts by default. However, the picker contains a filter so that it shows only resources that have the Field Service Resource usage type. To set the resource usage type:

1. Open the Person object in the Customer Data Management group.
2. Create a new person or select an existing person.
3. Select the Usage Assignments tab and Add a new usage assignment. Select the Field Service Resource for the usage and select the appropriate from and to dates.
4. Save and close the person record.

Tips And Considerations

The field service resource picker is designed for the generic work order. There is no scheduler associated to this type of manual assignment. To use the prebuilt schedulers, you need to use the prebuilt integration to Oracle Field Service.

Key Resources

See the Implementing B2B Service guide (Set Up Service Work Orders chapter) on Oracle Help Center.

Service Analytics

Analyze Delays in Service Request Lifecycle

This feature lets you analyze the delays during a Service Request's lifecycle from the time it is created until it is resolved. This analysis lets you identify the factors that contribute to the overall resolution time. You can analyze causes of inefficiencies such as SR latency in queues and agents, wrong queue or resource assignments, and so on. The feature includes the following components:

• Infolets that quickly identify wait times for teams and queues
• Best practice prebuilt OTBI Reports in the BI Catalog
• A new OTBI subject area: Service-CRM Service Request Lifecycle with industry standard metrics for building ad-hoc reports.

Steps to Enable

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

Tips And Considerations

Some time-based data required to calculate the lifecycle metrics will only be tracked by the system after the 20B update. Service Requests created prior to 20B may not have all metrics available as a result.

Key Resources

For information about Service Analytics, visit the Analyze and Report page under B2B Service on the Oracle Help Center.

Role Information

• Customer Service Manager

Use Analytics to Obtain Survey Request Insights

Use the sample reports available in the BI Catalog, or use the OTBI subject area built specifically for surveys to create your own reports with the predefined metrics and contextual columns. The survey integration framework provides you with a structured approach to gathering customer feedback directly or through an integrated third party solution of your choice. Survey Analytics enables survey analysts, administrators, service managers, and employee help desk managers to obtain insights to better run and manage the survey process. Reporting about the survey requests sent, responses received, and other aspects of survey activity let your survey owners better design and target surveys.

Steps to Enable

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

Tips And Considerations

Analysis of survey questions and responses to questions is not part of current functionality.

Key Resources

For information about Service Analytics, visit the Analyze and Report page under B2B Service on the Oracle Help Center.

Role Information

• Customer Service Manager

Application Composer

Limit the Number of Custom Long Text and Dynamic Choice List Fields Allowed

For optimal performance, you can create a maximum of five long text fields and 20 dynamic choice lists fields for standard objects, and five long text fields and 19 dynamic choice lists fields for custom objects. To change this limit across all objects, contact Oracle Support.

Steps to Enable

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

Key Resources

See the Oracle Applications Cloud Configuring Applications Using Application Composer guide available on Oracle Help Center.

Manage Workspace-Seeded Actions

Manage predefined Workspace actions, such as Create an Appointment, Create a Task, and Create an Opportunity, using the Smart Actions administration tool in Application Composer. For example, you can set the order in which actions are displayed to users. You can also control which actions are available to Workspace for display at runtime.

Manage Predefined Workspace Actions

Steps to Enable

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

Tips And Considerations

If you make changes to predefined actions in Application Composer, then be sure to publish the sandbox, sign out of the application, and sign back in.

Key Resources

See these guides available available on Oracle Help Center:

• Oracle Applications Cloud Configuring Applications Using Application Composer
• Implementing Sales

Role Information

Roles with access to Application Composer have access to this feature.

Configure Default Search on Standard Subtabs

You can now configure the default search filter on standard subtabs so that your salespeople can more easily find the subtab data that's relevant to their daily activities. In Application Composer, hide the default search on one or more subtabs if your users don't need it, or add default search filters and values to save time for your users. This setting applies to all existing details page layouts with this subtab. Default subtab search is now configurable for standard subtabs on these object pages: Lead and Opportunity.

Steps to Enable

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

Key Resources

See the Oracle Applications Cloud Configuring Applications Using Application Composer guide on Oracle Help Center.

Role Information

The ability to configure default search on standard subtabs is available to all roles that have access to Application Composer, for example, administrator roles.

Raise Bell Notifications for Custom Objects

Define notification rules using Groovy scripts for a custom object. A notification rule for a custom object lets you send a bell notification to the owner of the object or other appropriate recipients, such as other internal resources. You can define triggers for custom objects for the events that you want to trigger a notification. Once activated, those notifications are displayed in the recipient's bell notifications on the UI global header.

Steps to Enable

There are several configuration steps required to enable this feature. See the Key Resources section, below, for more information.

Tips And Considerations

You need to add the custom object to the system to use this feature. When the object is in the system, you must define Groovy triggers for it. See the Key Resources section for more information.

Key Resources

See these guides available on Oracle Help Center:

• Implementing B2B Service, Configure Notifications chapter 
• Oracle Applications Cloud Configuring Applications Using Application Composer

Role Information

Administrator privileges are required to set up this feature.

Security

Use Access Groups to Configure Data Security for Additional Sales Objects

You can easily provide selected users with access to sales data using access groups. 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. This feature was initially released in 20A. These objects now also support access groups: Activity, Deal Registration, MDF Budget, MDF Claim, MDF Request, Program Enrollment, Quote, and Sales Order.

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.

Key Resources

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

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. Partner users who are assigned the Access group enablement role (ORA_ZCA_ACCESS_GROUPS_ENABLEMENT_DUTY) 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.

Create and Edit Object Sharing Rules for Access Groups

You can define rules for both standard and custom objects and share them with access groups. Access groups contain members who represent the resources you want to be able to access object records in the Oracle CX Sales and B2B Service applications. You create and edit the rule conditions specific to your object and associate the rule with an access group.

Steps to Enable

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

Key Resources

See the Work Assignment chapter of the Implementing Sales guide available in the Sales area on Oracle Help Center.

Define Access Group Membership Rules

You can add members to access groups by defining membership rules. This means that you don't need to manually enter users and resources as access group members. You specify the rule conditions under which resources get added to groups. 

Steps to Enable

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

Key Resources

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

Role Information

• Sales Administrator

Simplified Setup

Support for Additional Service Role Mappings

When you use the Create Company Information quick setup page for the Company Profile functional area to set up basic company information, the application now creates additional mappings for the Service Vice President and Service Administrator resource roles. With this enhancement, the page now automatically creates mappings for all the standard resource roles for sales, service, customer data management, loyalty, and marketing. The mappings make it possible to automatically provision users with the security roles they need to do their jobs.

Steps to Enable

For CRM-only implementations, the role provisioning rules are created automatically when you set up the company information using the Create Company Information quick setup page. This is a required step after enabling any CRM offering such as Sales, Service, or Loyalty.

1. Sign in to the application as a setup user.
2. Go to the Setup and Maintenance work area and select the Sales or Service offering.
3. Select the Company Profile functional area.
4. Click Quick Setup (gear icon) to go to the Create Company Information page.
5. Enter the following information:

• Company Name
• Country (select from the list of values)
• Address Line 1

6. Click Submit. A scheduled process is submitted and the job details are displayed.
7. This action will automatically:

• Create the enterprise structure, including the legal entity, legal address and a business unit
• Convert the initial user to a business user
• Create the role provisioning rules for all predefined resource roles, including the Service roles Service Vice President and Service Administrator.

8. You can verify the role mappings from the Manage HCM Role Provisioning Rules task.

Company Profile Quick Setup

Create Company Information

Service Vice Preside Role Provisioning Rule

Service Administrator Role Provisioning Rule

Tips And Considerations

For cross-pillar deployments where you are using the setup provided by HCM to create the enterprise structure, you must create the role provisioning rules manually by performing the following steps:

1. From Users and Security functional area in the Sales offering, launch the Manage HCM Role Provisioning Rules task.
2. Enter the Service Vice President as the Mapping Name.
3. In the Conditions section, choose Active as the HR Assignment Status and Service Vice President as the Resource Role.
4. In the Associated Roles section, add Customer Service Manager application job role and the Resource job role.
5. Save your changes.
6. Repeat for all the other CRM resource roles.

Key Resources

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

Role Information

Setup user with the following roles:

• Application Implementation Consultant
• Application Diagnostics Administrator
• IT Security Manager

Automate Your Initial Sales Setup with Setup Assistant

Use Setup Assistant to automate the initial setup of your sales application. You enter the minimum required information directly in Setup Assistant or gather the information offline using an Excel template. Setup Assistant then runs background processes that complete many of the basic setups for you. The assistant creates the enterprise structure, initiates all the background processes required for search, and creates any additional users to help you with setup. It generates the accounting calendar required for forecasting and reporting, creates the top of the sales resource hierarchy, and creates the top product group in your sales catalog. You can also import geography data and enable address mapping for up to three countries. In addition, you can create competitors to track in opportunities, configure basic opportunity behavior, and enable forecasting by opportunity owner. The assistant also creates the role mappings required to automatically provision security roles for all of the predefined sales resource roles, and any others you enter.

Steps to Enable

In the Setup and Maintenance work area, select the following:

• Offering: Sales
• Functional Area: Company Profile

Select the Setup Assistant task from the Task pane.

Setup Assistant

Use Excel or Use Application to Enter Data

Submit to Initiate Setup

Integrations

Support for Product and Product Group User Context Services

You can use the User Context API to view user context records for relevant Products and Product Groups.

Steps to Enable

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

Tips And Considerations

Support for Product and Product Group User Context Services

This enhancement will showcase and display User Context records for Relevant Products and Product Groups.

Users can call the user relevant items Rest resource to view relevant products and product groups for their users. It supports user-context that tracks what is contextually relevant to a user, and drives the navigation according to it.

Key Resources

REST API for CX Sales and B2B Service

See the User Relevant Items REST Endpoints chapter in REST API for Oracle Sales and B2B Service guide on Oracle Help Center.

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.

3. Go to: Navigator > Application Composer (under Configuration).
4. 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.

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

6. Click Metadata Upgrade.

7. 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.

8. 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.

9. Repeat steps 7-8 for each row in the list.
10. Repeat steps 4-8 for each application in the Application drop-down list in Application Composer.
11. 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