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


  1. Update 20C
  1. Revision History
  2. Overview
  3. Optional Uptake of New Features (Opt In)
  4. Update Tasks
  5. Feature Summary
  6. CX Foundation
    1. Accounts, Contacts, and Households
        1. Manage OK to Contact Preferences
        2. Specify Default Searches for Edit Account Page Tabs
        3. Use Account Currency for Opportunity Summary on Account Overview Page
    2. Customer Data Management
        1. Reprocess Merge Requests
        2. Cascade the Inactivation of Master Records to Related Merged Duplicate Contacts
        3. Display Regional Country Name Using Address Format Transform Utility
    3. Workspace and Adaptive Search
        1. Specify Which Adaptive Search-Enabled Objects to Display in Workspace UI
        2. Select Multiple Records for Action in Workspace
        3. Provide Record-Level Navigation in Workspace
        4. Extend Lead-Related Actions for Workspace
        5. Calculate Key Record Metrics in Adaptive Search
        6. Generate Comparison Reports for Adaptive Search Configuration
        7. Delete Activities in Workspace
  7. Core Sales Force Automation
    1. Opportunities
        1. Create Opportunity Lists from Territory Membership Record Sets
    2. Enterprise Contracts
        1. Purge Contracts
        2. Disable Warning Message When Making Clause Nonstandard
        3. Add Clauses Using Search and Select
        4. Highlight Clause Comparison Results in Color
        5. Warn When Deleting Mandatory Clauses
        6. Manage Contract Deliverables in the Supplier Portal
    3. Sales Assistant
        1. Use Sales Assistant to View Signal Alerts, Score, and Tier for Oracle DataFox Accounts
        2. Use Sales Assistant to View and Filter Smart Lists
        3. Use Sales Assistant to Upload Documents from Microsoft Teams
    4. Partner Relationship Management
        1. Configure Default Search on Standard Subtabs on Partner Details Page
        2. Deal Registrations Available in Workspace
    5. Sales Cloud for Office 365
        1. Share Emails from Unknown Senders
        2. Add-In Supports Cascading Lists in Accounts and Contacts
        3. Allow Users to View a Smart List and Search Against Multiple Attributes
        4. Enable One-Way Synchronization for Appointments
    6. CX Sales Mobile
        1. Introducing CX Sales Mobile
  8. Sales Performance Management
    1. Incentive Compensation
        1. Create Payment Batches for Future Periods
        2. Upload Incentive Compensation Rules Using Import Management
        3. Run Calculation in Implicitly Determined Mode
        4. Import Invoices from Oracle Enterprise Resource Planning Into Incentive Compensation
        5. Estimated Compensation UI Deprecated
    2. Territory Management
        1. Remove Territory Export and Import to Proposal
  9. Import and Export and REST APIs
        1. Disable Navigation to CX Sales File-Based Data Import and Export
        2. Support for Hierarchical Import
        3. Use Updated Attributes in Account and Contact Objects
        4. Use Import and Export Management to Create, Update, Delete, and Export Source System References for Parent and Child Customer Data
        5. Use Import and Export Management to Create, Update, Delete, and Export Generic Organization Records
        6. Use Original System and Original System Reference Values as Alternate Keys
        7. Use Inner Queries in Adaptive Search REST API
        8. Use Import and Export Management to Import Enriched Data
        9. Use Address Purpose in Import Management
        10. Import and Export Dynamic Flexfields
        11. Manage Contract Documents Using REST APIs
        12. Update Contract Using Custom REST APIs
        13. Import Contract Objects Using Import Management
        14. Maintain Territories Using a REST API Based on a Simplified Coverage Model
  10. Sales Analytics
        1. Display Immediate Parent of a Base Rule in Incentive Compensation Reporting
  11. Service
    1. Digital Customer Service
        1. Enable Self-Service Users to Register Without Providing an Account Key
        2. Automatically Populate Key Information in Pre-Chat Form
        3. Optimize Self-Service
        4. Configure User Authentication, Forgot Password, and Password Reset Components
        5. Update Work Orders
        6. Update Contact Information in My Profile
        7. View Inline Images in Service Request Messages
    2. Service Channels
        1. Embed Images Inline in Agent Emails
        2. Detect and Prevent Email Loops
        3. Use Slack for Service Request Messages and Notifications
    3. Service Request Management
        1. Use Email as a Notification Delivery Channel
        2. Use Custom Actions Available in Application Composer for Service Requests
    4. Service Analytics
        1. Understand Survey Response Metrics
  12. Application Composer
        1. View the Most Recently Used List on Custom Dynamic Choice List Fields
  13. Security
        1. Use Access Groups to Configure Data Security for Additional Sales Objects
        2. Provide Access to Related Objects Using Access Groups
  14. Simplified Setup
        1. Improve Import Performance with Enhanced Quick Import Macros
  15. IMPORTANT Actions and Considerations

Update 20C

Revision History

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

Date Product Feature Notes

28 AUG 2020

Security

Use Access Groups to Configure Data Security for Additional Sales Objects

Updated document. Revised feature information.

28 AUG 2020 Digital Customer Service

View Inline Images in Service Request Messages

Updated document. Delivered feature in update 20C.

28 AUG 2020

Workspace and Adaptive Search

Provide Access to Related Objects Using Access Groups

Updated document. Revised feature information.

31 JUL 2020 CX Sales Mobile Introducing CX Sales Mobile Updated document. Revised feature information.
31 JUL 2020 Import and Export and REST APIs Import and Export Dynamic Flexfields Updated document. Revised feature information.
26 JUN 2020

Sales Cloud for Office 365

Enable One-Way Synchronization for Appointments Updated document. Delivered feature in update 20C.
26 JUN 2020

CX Sales Mobile

Introducing CX Sales Mobile Updated document. Delivered feature in update 20C.
26 JUN 2020

Sales Assistant

Use Sales Assistant to View Signal Alerts, Score, and Tier for Oracle DataFox Accounts Updated document. Revised feature information.
19 JUN 2020     Created initial document.

Overview

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

GIVE US FEEDBACK

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

Optional Uptake of New Features (Opt In)

Oracle Cloud Applications delivers new updates every quarter. This means every three months you'll receive new functionality to help you efficiently and effectively manage your business. Some features are delivered Enabled meaning they are immediately available to end users. Other features are delivered Disabled meaning you have to take action to make available. Features delivered Disabled can be activated for end users by stepping through the following instructions using the following privileges:

  • Review Applications Offering (ASM_REVIEW_APPLICATIONS_OFFERINGS_PRIV)
  • Configure Oracle Fusion Applications Offering (ASM_CONFIGURE_OFFERING_PRIV)

Here’s how you opt in to new features:

  1. Click Navigator > My Enterprise > New Features.
  2. On the Features Overview page, select your offering to review new features specific to it. Or, you can leave the default selection All Enabled Offerings to review new features for all offerings.
  3. On the New Features tab, review the new features and check the opt-in status of the feature in the Enabled column. If a feature has already been enabled, you will see a check mark. Otherwise, you will see an icon to enable the feature.
  4. Click the icon in the Enabled column and complete the steps to enable the feature.

For more information and detailed instructions on opting in to new features for your offering, see Offering Configuration.

Opt In Expiration

Occasionally, features delivered Disabled via Opt In may be enabled automatically 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 automatically 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:

Feature Summary

Column Definitions:

Features Delivered Enabled

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

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

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

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

Ready for Use by End Users
(Features Delivered Enabled)

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

Action is Needed BEFORE Use by End Users
(Features Delivered Disabled)

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

Feature

Report

UI or
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

CX Foundation

Accounts, Contacts, and Households

Manage OK to Contact Preferences

Specify Default Searches for Edit Account Page Tabs

Use Account Currency for Opportunity Summary on Account Overview Page

Customer Data Management

Reprocess Merge Requests

Cascade the Inactivation of Master Records to Related Merged Duplicate Contacts

Display Regional Country Name Using Address Format Transform Utility

Workspace and Adaptive Search

Specify Which Adaptive Search-Enabled Objects to Display in Workspace UI

Select Multiple Records for Action in Workspace

Provide Record-Level Navigation in Workspace

Extend Lead-Related Actions for Workspace

Calculate Key Record Metrics in Adaptive Search

Generate Comparison Reports for Adaptive Search Configuration

Delete Activities in Workspace

Core Sales Force Automation

Opportunities

Create Opportunity Lists from Territory Membership Record Sets

Enterprise Contracts

Purge Contracts

Disable Warning Message When Making Clause Nonstandard

Add Clauses Using Search and Select

Highlight Clause Comparison Results in Color

Warn When Deleting Mandatory Clauses

Manage Contract Deliverables in the Supplier Portal

Sales Assistant

Use Sales Assistant to View Signal Alerts, Score, and Tier for Oracle DataFox Accounts

Use Sales Assistant to View and Filter Smart Lists

Use Sales Assistant to Upload Documents from Microsoft Teams

Partner Relationship Management

Configure Default Search on Standard Subtabs on Partner Details Page

Deal Registrations Available in Workspace

Sales Cloud for Office 365

Share Emails from Unknown Senders

Add-In Supports Cascading Lists in Accounts and Contacts

Allow Users to View a Smart List and Search Against Multiple Attributes

Enable One-Way Synchronization for Appointments

CX Sales Mobile

Introducing CX Sales Mobile

Sales Performance Management

Incentive Compensation

Create Payment Batches for Future Periods

Upload Incentive Compensation Rules Using Import Management

Run Calculation in Implicitly Determined Mode

Import Invoices from Oracle Enterprise Resource Planning Into Incentive Compensation

Estimated Compensation UI Deprecated

Territory Management

Remove Territory Export and Import to Proposal

Import and Export and REST APIs

Disable Navigation to CX Sales File-Based Data Import and Export

Support for Hierarchical Import

Use Updated Attributes in Account and Contact Objects

Use Import and Export Management to Create, Update, Delete, and Export Source System References for Parent and Child Customer Data

Use Import and Export Management to Create, Update, Delete, and Export Generic Organization Records

Use Original System and Original System Reference Values as Alternate Keys

Use Inner Queries in Adaptive Search REST API

Use Import and Export Management to Import Enriched Data

Use Address Purpose in Import Management

Import and Export Dynamic Flexfields

Manage Contract Documents Using REST APIs

Update Contract Using Custom REST APIs

Import Contract Objects Using Import Management

Maintain Territories Using a REST API Based on a Simplified Coverage Model

Sales Analytics

Display Immediate Parent of a Base Rule in Incentive Compensation Reporting

Service

Digital Customer Service

Enable Self-Service Users to Register Without Providing an Account Key

Automatically Populate Key Information in Pre-Chat Form

Optimize Self-Service

Configure User Authentication, Forgot Password, and Password Reset Components

Update Work Orders

Update Contact Information in My Profile

View Inline Images in Service Request Messages

Service Channels

Embed Images Inline in Agent Emails

Detect and Prevent Email Loops

Use Slack for Service Request Messages and Notifications

Service Request Management

Use Email as a Notification Delivery Channel

Use Custom Actions Available in Application Composer for Service Requests

Service Analytics

Understand Survey Response Metrics

Application Composer

View the Most Recently Used List on Custom Dynamic Choice List Fields

Security

Use Access Groups to Configure Data Security for Additional Sales Objects

Provide Access to Related Objects Using Access Groups

Simplified Setup

Improve Import Performance with Enhanced Quick Import Macros

>>Click for IMPORTANT Actions and Considerations

CX Foundation

Accounts, Contacts, and Households

Manage OK to Contact Preferences

View or update a contact's preference to receive emails or phone calls. You can now identify if a contact has made a choice to be contacted, or has made no choice.

Sales users can use the OK to Call and OK to Email options, in addition to the existing Do Not check box on the Manage All Phones and Manage All Email pages to register contact preferences.

You need to enable the OK to Call and OK to Email check boxes on the Manage All Phones and Manage All Emails pages on the profile subtab for Accounts and Contacts.

The OK to Call and OK to Email options are mutually exclusive with the Do Not check box. Only one can be enabled for a given contact point.

After you enable the Ok to Call and Ok to Email options, salespeople can make those selections for accounts and contacts. After salespeople make the selections, red icons appear for "do not contact" selections, and green icons appear for "OK to contact" selections.

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.

The setup involves using Application Composer to expose the Manage All Phones and Manage All Emails dialog windows and then using Page Composer to expose the OK to Call, Do Not Call, and (optional) Reason fields within these two windows. Here are high-level steps.

  1. Expose the Manage All Phones and Manage All Emails windows using Application Composer:
  • Select All Phones and All Emails in the relevant page for the Account and Contact.
  1. Next, enable the check boxes for OK to Call or OK to Email using the Edit Pages option to activate Page Composer:
  • While in a sandbox, navigate to the landing page of the object you're adding the fields to. From the drop-down list underneath your user name in the global header, select Edit Pages.
  • Navigate to the page where you have added the All phone or All emails fields.
  • Invoke Page Composer by clicking Select at the top of the page.
  • From the Manage All Phones or Manage All Emails page, enable the OK to Call or OK to Email fields by editing the parent component and making these fields active. 
  • In the Editing: User Interface window, click the Add Content tab to save the changes.
  • Click Close to exit Page Composer.

Manage All Phones Page Where Salespeople Capture Preferences

Manage All Emails Page Where Salespeople Capture Preferences

Tips And Considerations

Make all of your configurations in a sandbox and publish the sandbox according to your company's business practices.

Key Resources

See the Contact Preferences section in the Accounts and Contacts chapter in the Implementing Sales guide.

Role Information

  • Sales Administrator

Specify Default Searches for Edit Account Page Tabs

You can set the default filter criteria, operator, and value for searches in the different edit page tabs. For example, on the Edit Account page Contacts tab, to help salespeople focus on the decision-makers in the account organization, you can set the default search to display all contacts with the job title of a vice president. Or, for example, on the Leads tab, you can set the default search to display all qualified and unqualified leads for the contact, letting salespeople quickly determine which open leads to pursue. Salespeople can change the filter criteria or add additional filters to refine the search.

NOTE: This feature is not supported for Service Requests and installed base Assets tabs at this time.

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 and activate a sandbox. In Application Composer, do this:

  1. Navigate to Standard Objects > Account > Pages > Details Page Layouts and create a new layout.
  2. Navigate to the Contacts subtab > Account Contact List region and click Edit.
  3. In the Configure Summary Table: Search Region, select the default search criteria, operator, and value.
  4. Click Save and Close.

Repeat the steps to set the default value for all the tabs where search is available in the Account subtabs. Follow the same procedure to set the default search criteria, operator and value for Contact subtabs.

Configure Default Subtab Search in Application Composer

End User Display in Account Page, Contacts Tab

Role Information

  • Sales Administrator
  • Sales Setup User

Use Account Currency for Opportunity Summary on Account Overview Page

Use the account currency instead of corporate currency in the Opportunities summary box on the Account Overview page. The summary box shows the total amount of all open opportunities.

Opportunity Summary Box

Steps to Enable

To begin, opt in to the feature: 

  1. Navigate to Setup and Maintenance > Sales offering.
  2. Click Change Feature Opt In.
  3. In the Opt-In: Sales window, select the edit icon in the Features column for Accounts and Contacts.
  4. In the Edit Features: Accounts and Contacts window, enable the check box for the feature named Use Account Currency for Opportunity Summary on Account Overview Page.
  5. Select Done to return to the Opt-In: Sales page.
  6. Select Done to return to the Sales offering.

Sales Offering: Change Feature Opt In

Opt In: Sales - Accounts and Contacts - Edit Feature

Edit Features: Accounts and Contacts

Next, to use the account currency, set the profile option, Use Object Currency for Amount.

  1. In Setup and Maintenance, navigate to:
  • Offering: Sales
  • Functional Area: Sales Foundation
  • Task: Manage Administrator Profile Values
  1. Search for Use Object Currency for Amount in the Profile Display Name and set the value to Yes.

By default, the profile option value is No, meaning the application uses the corporate currency in the total amount in the Opportunities summary box.

Manage Administrative Profile Values Profile Option

Finally, expose the Currency field on the Create Account and Edit Account Profile tab using Application Composer. 

Application Composer: Add Currency Field

Tips And Considerations

Post-Upgrade Steps:

If you do not opt in for this feature, the Manage Administrative Profile Values task will not show up in the Sales Foundation functional area.

NOTE: Opt-in enables the task. You have to set the value of the profile option to use the feature.  

To access the Manage Administrative Profile Values task without opt-in, you can search for this task from the Search page accessible from the Tasks panel. 

Tasks Panel: Select Search

Key Resources

See the Multiple Currencies chapter in the Implementing Sales guide.

Role Information

  • Sales Setup User
  • Sales Administrator

Customer Data Management

Reprocess Merge Requests

Use the reprocess merge requests functionality while reviewing merge requests to interactively refresh their information. Refreshing the information helps you to be sure that the merge information reflects the most up-to-date customer data attributes available. You can refresh individual merge requests from the Review Merge Request page, or you can select multiple merge requests on the Duplicate Resolution list page and resubmit them for processing. Reprocessing merge requests is helpful in scenarios when the customer records in a given merge's duplicate set may have significantly changed during the period between when the merge request was created and when the data steward is reviewing the request.

To reprocess a single merge request, drill into the merge request from the Duplicate Resolution landing page and then click Reprocess Merge from the Actions menu. This action immediately reprocesses the merge request.

Reprocess a Single Merge Request

To reprocess multiple merge requests, select multiple rows from the Duplicate Resolution list page and click Reset from the Actions menu. This action resets the selected merge requests to a status of Pending, and they're reprocessed by the next run of the Request Dispatch scheduled process.

Reprocess Multiple Merge Requests

Steps to Enable

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

Tips And Considerations

To identify requests that have been queued for data steward review for long periods of time, you can query the Duplicate Resolution list page based on the last updated date of the resolution requests.

Key Resources

See these guides available on Oracle Help Center:

Role Information

The Reprocess Merge Requests feature is available to users with the Customer Data Steward, Customer Data Steward Manager, or Master Data Management Application Administrator job roles.

Cascade the Inactivation of Master Records to Related Merged Duplicate Contacts

Enhance the Contact Purge capability by linking the inactivation of merged duplicates with the inactivation of their corresponding master records. You can now use the Contact Purge capability to purge inactive master party records and all related merged duplicate contacts.

Steps to Enable

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

Tips And Considerations

Customers may notice a change in the result set information on the Resolution Request List Page after a hard delete has occurred. The Master Record and its associated Party Type no longer display a value, since the Master Record was physically deleted from the system. Additionally, the Resolution Request Review Page will not list an entry that has been hard deleted, as the record no longer exists. This is a minor change in the display value and is expected.

Key Resources

See the following guides available on Oracle Help Center:

Role Information

The feature impacts the Customer Data Management administrator who's typically given the role of Data Steward.

Display Regional Country Name Using Address Format Transform Utility

Use the Address Format Transform Utility to display the regional country name in a formatted address. The setting to display the regional country name is controlled by the profile option, Regional Country in Address Formats Included. Earlier, if the country name was the same as the regional country that was set in the user profile, then the country name was suppressed.

Steps to Enable

Set the profile option, ORA_HZ_INCLUDE_REGIONAL_COUNTRY, to Yes to enable the display of the regional country name.

Key Resources

See these guides available on Oracle Help Center:

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. 

Specify Which Adaptive Search-Enabled Objects to Display in Workspace UI

You can specify which Adaptive Search-enabled objects you want exposed in the Workspace UI. If you don't expose an object in Workspace, it can still be accessed through the Adaptive Search REST APIs.

Steps to Enable

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

Tips And Considerations

For example, you might want to use an object solely from your mobile device and no longer want to view it from the Workspace UI. The administrator can navigate to the Configure Workspace UI tab in the Configure Adaptive Search setup task and deselect the Display in UI check box for that object.

Key Resources

See the Adaptive Search and Workspace chapter in the Implementing Sales guide.

Role Information

  • Sales Administrator

Select Multiple Records for Action in Workspace

You can perform an action on multiple records at the same time. This saves you time and helps improve efficiency. For example, you can select multiple leads in Workspace and qualify them all by selecting the Qualify action.

This feature is available for these objects and actions.

Leads:

  • Accept
  • Qualify
  • Unqualify
  • Rank
  • Score
  • Run Assignment

Activities:

  • Mark Complete
  • Delete Task
  • Delete Appointment
  • Delete Call Report

Steps to Enable

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

Key Resources

See the Workspace chapter in the Using Sales guide.

Role Information

This feature is available for all users who have access to Workspace.

Provide Record-Level Navigation in Workspace

Salespeople can use the Previous and Next buttons on the record details page to navigate lists of records in Workspace. This significantly reduces the time spent going back and forth between edit and list pages.

This ability is available on record details pages when users navigate Workspace. The feature is available for the following objects:

  • Account
  • Contact
  • Lead
  • Opportunity
  • Activity
  • Custom objects

NOTE: If you use dynamic tabs, then the Previous and Next buttons on the record details page won't be available for navigating lists of records.

Steps to Enable

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

Key Resources

See the Workspace chapter in the Using Sales guide.

Role Information

This feature is available for all the users who have access to Workspace.

Extend Lead-Related Actions for Workspace

You can specify and modify some lead-specific actions that your salespeople can quickly access from Workspace. These lead-related actions include:

  • Convert
  • Reject
  • Retire

For example, you can modify the convert lead page to add Reason and Additional Comments fields for the retire and reject lead 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.

Use the following steps to enable the Lead actions on Workspace:

  1. Create a sandbox and navigate to Application Composer.
  2. Navigate to the Smart Actions area.
  3. Using the search box, look for the lead action you want - Convert, Reject, or Retire. The action you selected for the lead is displayed.
  4. Click the check box under the Enabled column to make available the selected action from the Workspace saved searches.

Use the following steps to extend the Convert action dialog box:

  1. Create and activate a sandbox.
  2. Navigate to Configuration > Application Composer.
  3. Navigate to Standard Objects > Sales Lead > Pages.
  4. In the Lead Convert Page Layouts section under the Application Pages tab, duplicate the Standard layout.
  5. Edit the duplicated layout to extend the lead convert action with the changes you want.
  6. Save your changes and publish the sandbox.

Tips And Considerations

The Assign Partner action for leads is not available in Workspace.

Key Resources

See the Adaptive Search and Workspace chapter in the Implementing Sales guide.

Role Information

  • Sales Administrator

Calculate Key Record Metrics in Adaptive Search

You can calculate key record metrics displayed in search results using field aggregations. Aggregated fields let you view calculations that include count, average, and sum of values across fields on a record, related objects, and parent-child objects. The application supports these interaction- and activity-based aggregates:

Interaction-Based Aggregates:

  • Number of Calls Made
  • Last Call Made
  • Number of Emails Sent
  • Last Email Sent

Activity-Based Aggregates:

  • Number of Completed Email Activities
  • Last Completed Email Activity
  • Number of Completed Call Activities
  • Last Completed Call Activity
  • Number of Completed Activities
  • Last Completed Activity

Steps to Enable

Enable the aggregated fields as follows:

  1. Navigate to Setup and Maintenance and go to:
  • Offering: Sales
  • Functional Area: Sales Foundation
  • Task: Configure Adaptive Search
  1. Click Setup > Advanced.
  2. Enable the aggregated fields for the objects you want.
  3. After making your selections, click Publish.

Key Resources

See the Adaptive Search and Workspace chapter in the Implementing Sales guide.

Role Information

This feature is available to all roles. However, only administrative roles can enable the interaction- and activity-based aggregated fields from the Configure Adaptive Search setup task.

Generate Comparison Reports for Adaptive Search Configuration

You can generate a report that compares all changes made to the current Adaptive Search configuration against either the last published configuration or the initial default configuration. Download the comparison data as a CSV file to view and analyze your data offline before publishing your new changes.

Steps to Enable

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

Key Resources

See the Adaptive Search and Workspace chapter in the Implementing Sales guide.

Role Information

This feature is applicable to administrator roles.

Delete Activities in Workspace

You can delete tasks, appointments, and call reports from Workspace using the actions that appear in each row against each activity. If you don't need a specific activity or have entered information by mistake, you can delete the activity from Workspace. The deletion helps you free space on your calendar.

Here are the actions for deleting activities in Workspace:

  • Delete Task
  • Delete Appointment
  • Delete Call Report

Steps to Enable

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

Key Resources

See the Workspace chapter in the Using Sales guide.

Core Sales Force Automation

Opportunities

Create Opportunity Lists from Territory Membership Record Sets

You can use record sets as filtering criteria to create opportunity lists based on both territory ownership and territory membership. For example, you can now create lists of opportunities where you're the territory owner or a team member of a territory assigned to the opportunity.

Steps to Enable

Use the Manage Opportunity Record Set Values setup task to enable the following lookup codes in the Opportunity Search Filter Record Sets lookup types:

  • My territory membership hierarchy: Returns records where the signd-in user is the owner or member of a territory assigned to the opportunity, or owner or member of a territory that is ascendant to an assigned territory.

  • My territory membership: Returns records where the signd-in user is the owner or member of a territory assigned to the opportunity.

Tips And Considerations

Administrators must enable the My territory membership and My territory membership hierarchy record sets. With the help of these new record sets, you can create lists of opportunities, where you're not only the territory owner, but also a territory member.

Key Resources

See the Opportunities chapter in the Implementing Sales guide.

Role Information

This feature is available to all roles. However, only administration roles can enable the lookup codes in the Opportunity Search Filter Record Sets lookup.

Enterprise Contracts

Purge Contracts

You can purge contracts and associated information from the application. You can delete either all contract versions or only historical contract versions.

Add Contracts to Purge List

You can select either the Add Contract to Purge List or Add All Contracts to Purge List action from the Advanced Search page to add contracts to an existing purge list. After you have added all the required contracts to the purge list, click Purge List to navigate to the purge list page.

Actions to Add Contacts to Purge List

View Purge List

You can view the purge list created and delete contracts from the purge list.

Purge List

Add Additional Contracts to Purge List

You can add more contracts to the Purge List using the Select and Add field.

Add More Contracts to Purge List

Submit Purge List

You can submit the purge list for processing. On submitting the purge list, the application initiates the Purge Contracts Data scheduled process.

View Purge Status and Purge History

Navigate to the Purge History tab to view the purge status and history.

View Purge Status

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

You can control this feature using the Purge Contracts privilege. By default, this privilege is not added to any duty or job roles. You must add this privilege to the required users.

Key Resources

See the Create Customer Contracts chapter in the Using Customer Contracts guide.

Disable Warning Message When Making Clause Nonstandard

Editing a standard clause makes it a nonstandard clause. By default, the application displays a warning message before you save your changes to a standard clause. This warning message helps prevent inadvertent changes to a standard clause. If required, you can disable this warning message to avoid an extra check and reduce the number of clicks needed to save your changes.

Warning Message When Making Clause Nonstandard

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

Key Resources

See the Set Up Contract Terms and Clause Library Configurations chapter in the Using Customer Contracts guide.

Add Clauses Using Search and Select

Basic search now includes keyword search. Also, you can add columns to search results and resize the Add Clauses window.

Search by Keyword in Basic Search

Along with the title and number of a clause, you can search based on a keyword when adding clauses to a terms template or a contract using the Basic search.

Search by Keyword in Basic Search

Add Additional Columns to Search Results

When adding clauses to a terms template or a contract, you can add the following columns in the results of the Add Clauses Search and Select page for the Basic or Advanced search:

  • Clause Number: The number assigned to the clause in the Terms Library.
  • Default Section: This is optional for a clause in the Terms Library, but if defined, it is displayed in the search results.
  • Text: You can see the clause text from the Details icon, but now you can add this column to the search results to avoid extra clicks and make it easier to compare text across clauses.

These new columns are hidden by default in the search results table.

Add Additional Columns to Search Results

Resize the Add Clauses Window

You can resize the Add Clauses window to make it easier to see the content returned in your search results.

Resize the Add Clauses Window

Steps to Enable

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

Key Resources

See the Set Up Contract Terms and Clause Library Configurations chapter in the Using Customer Contracts guide.

Highlight Clause Comparison Results in Color

Changes made to clause text are highlighted in colored text. Deleted text is displayed in red in strikethrough and inserted text in green with underlining. This highlighted text is available in the Review Changes page when uploading a contract and when comparing clause text, for example, between a standard and nonstandard clause. This helps you conveniently analyze the modifications made in the contract document.

Highlight Clause Comparison Results in Color

Steps to Enable

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

Key Resources

See the Author Contract Terms chapter in the Using Customer Contracts guide.

Warn When Deleting Mandatory Clauses

When deleting a clause, a warning message highlights if the clause you're deleting is a mandatory clause.

Warn When Deleting Mandatory Clauses

Steps to Enable

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

Key Resources

See the Set Up Contract Terms and Clause Library Configurations chapter in the Using Customer Contracts guide.

Manage Contract Deliverables in the Supplier Portal

Your suppliers can view and manage their contract deliverables directly from the Supplier Portal Manage Deliverables page. They can view activated deliverables of type 'Contractual' where they are designated as External Party Contact. Suppliers can also edit deliverables where the Responsible Party field is set as External, for example change the status or add attachments. They can filter based on the Supplier Contract document type in the Manage Deliverables page.

Supplier Contract Type in Manage Deliverables Page

Steps to Enable

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

Tips And Considerations

Contract deliverables returned in the search results display the contract number in the Document Number field, but there is no drill-down link available for your supplier to open and view the contract.

Key Resources

Sales Assistant

Use Sales Assistant to View Signal Alerts, Score, and Tier for Oracle DataFox Accounts

You can view signal alerts, score, and tier details for Oracle DataFox accounts from Sales Assistant. These details give you greater visibility to key information, so that you can prioritize and target accounts to source more opportunities.

If you request details of an account enriched by DataFox, Sales Assistant displays news from the past two weeks in the account details. You can also request all the recent news for the account.

Sample phrases include:

  • Show me the news of the account <name>
  • View news of account <name>
  • News for account <name>

Here's a sample screen showing account details with enriched data from DataFox:

Steps to Enable

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

Tips And Considerations

Before viewing Oracle DataFox accounts from Sales Assistant, you must:

  • Subscribe to Oracle DataFox.
  • Integrate DataFox to CX Sales.
  • Enrich the accounts using CX Sales.

Key Resources

See these guides:

  • Set Up and Administer Oracle CX Sales Integration chapter in the Using Oracle DataFox guide (for how to set up Oracle DataFox in Oracle CX Sales)
  • Sales Assistant chapter in the Using Sales guide (for how to view signal alerts, score, and tier details for Oracle DataFox accounts from Sales Assistant)

Role Information

  • Sales Administrator
  • Sales Representative and Sales Manager

Use Sales Assistant to View and Filter Smart Lists

You can view the most relevant search results based on your object activity and context using Sales Assistant. You can also filter the search results to easily find the records that are of most interest in opportunities, accounts, and contacts.

Sample phrases include:

  • Get my smart list of accounts
  • View my smart list of contacts
  • My smart list of opportunities

Steps to Enable

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

Tips And Considerations

The smart lists of accounts, contacts, and opportunities returns the same set of records you get using these lists in Workspace.

Key Resources

See the Sales Assistant chapter in the Using Sales guide.

Role Information

This feature is available to all roles, and is primarily for sales representatives and managers.

Use Sales Assistant to Upload Documents from Microsoft Teams

Microsoft Teams can share documents as attachments with sales application users. You can use Sales Assistant to upload an attachment as a URL or as a file attachment to opportunity or account records.

Sample phrases include:

  • Attach this file
  • Add file to the account <name>
  • Add file to the opportunity <name>

This sample screen shows attaching a file to an opportunity in context:

Attach File to Opportunity in Context

This sample screen shows a URL attached to an opportunity in sales:

URL Attached to Opportunity in Sales

Steps to Enable

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

Tips And Considerations

  • The Sales Assistant and Microsoft Teams integration configuration must support uploading and downloading files.
  • Files shared with Sales Assistant via Microsoft Teams are uploaded to Microsoft Teams and saved to the record in CX Sales, as either a file or as a URL attachment.
  • You can only upload one file at a time to CX Sales, and 20 MB is the maximum file size.
  • To attach a file from Microsoft Teams:
    • Enter the phrase "attach file".
    • Select the file by either clicking the Attach icon under the box where you type your message or drag and drop a file from your computer.
    • Send the message to initiate the conversation with Sales Assistant to attach the file to your CX Sales account or opportunity record.

NOTE: This feature is not available on Microsoft Teams on iOS or Android devices.

Key Resources

See the Sales Assistant chapter in the Using Sales guide.

Role Information

This feature is available to all roles, and is primarily for sales representatives and managers.

Partner Relationship Management

Configure Default Search on Standard Subtabs on Partner Details Page

You can now configure the default search filter on standard subtabs on Partner object pages, so that your channel users and partner users 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. When configuring the search filter on standard subtabs, the search filter applies to all existing details page layouts with this subtab. Let's say you apply a search filter to the Leads subtab on an Opportunity details page layout. This means that the same search filter is applied to the Leads subtab on an Account details page layout.

NOTE: The default subtab search configuration is currently not supported on the Activities and Territories subtabs available on the Partner details 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.

Key Resources

See the Configure Pages for Partners section in the Configure Your Sales Applications for Channel Sales chapter in the Getting Started with Your Partner Relationship Management Implementation guide.

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.

Deal Registrations Available in Workspace

The Deal Registration object is now available in Workspace search. The search capability within Workspace enhances the search experience by optimizing the performance of search results, adding support for keyword searches, and making it easier to run searches across different objects. Workspace combines Deal Registration searches with other Partner Management objects, such as Partner and Partner Contacts, and key sales objects, such as Leads, Opportunities, Accounts, Activities and custom objects.

Steps to Enable

Enable the Deal Registration object in Workspace using the Configure Adaptive Search task in Setup and Maintenance.

Key Resources

See the Adaptive Search and Workspace chapter in the Implementing Sales guide.

Sales Cloud for Office 365

Share Emails from Unknown Senders

Let users share emails from senders who are not known in the sales application contacts.

Steps to Enable

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

Key Resources

See the Office 365 chapter in the Using Sales guide.

Add-In Supports Cascading Lists in Accounts and Contacts

The add-in now supports cascading lists of values in Accounts and Contacts.

Steps to Enable

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

Key Resources

See the Office 365 chapter in the Implementing Sales guide.

Allow Users to View a Smart List and Search Against Multiple Attributes

With the integration of choice lists and Adaptive Search, users see a smart list when launching the accounts, contacts, leads, and opportunities choice lists. When searching using the new choice lists, the search mechanism searches against multiple attributes.

Steps to Enable

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

Tips And Considerations

Integrate with Adaptive Search to uptake this feature.

Key Resources

See the Adaptive Search and Workspace and Office 365 chapters in the Implementing Sales guide.

Enable One-Way Synchronization for Appointments

One-way sync for appointments allows implementations to limit changes to Outlook meetings so that changes made in the equivalent CX Sales appointments are not copied back into Outlook. However, all changes made to Outlook meetings will continue to be copied into the equivalent CX Sales appointments.

Steps to Enable

To enable one-way sync, you set a profile option.

Key Resources

See the Office 365 chapter in the Implementing Sales guide.

CX Sales Mobile

Introducing CX Sales Mobile

Introducing our next-generation mobile app -- CX Sales Mobile! CX Sales Mobile provides a modern and intuitive experience designed to boost productivity through fast and seamless interactions. An action-driven home page helps sales users prepare for meetings with the client, stay on top of key activities for their accounts, and track their pipeline anytime or anywhere from their mobile devices. Global search powered by Adaptive Search makes searching across sales objects fast and simple. Saved searches from Workspace in the CX Sales web application are available in mobile for sales objects, lending a consistent user experience.

Adding contacts is easy with the option to scan business cards or add them from a device’s address book. Share notes, photos, media, or files from a device directly with CX Sales records. Scan bar codes to quickly look up an asset or to add serial numbers automatically when entering asset details.

An improved sign-in experience with fingerprint and face recognition allows quick access to sales information, with security options that include single sign-on or basic authentication. An OAuth authentication token lets administrators configure a longer duration for sales users to stay signed in to the app. Offline capabilities let users review and update sales information, regardless of network availability.

As an administrator, you can easily configure the app in CX Sales Mobile Composer. You can use the CX Sales scripts tool to specify custom business logic, validations, and field defaults or conditional rendering for the mobile app. Onboarding to the new app is simplified with the migration assistant that copies over custom layouts and configurations from the CX Cloud Mobile app.

Optimized task flows for key sales functions in this release include these objects and related records:

  • Accounts
  • Contacts
  • Assets
  • Opportunities
  • Leads
  • Activities (tasks, appointments, and call reports)
  • Custom top-level and child objects

Steps to Enable

  1. Download the Oracle CX Sales Mobile App from the Apple App Store or Google Play Store.
  2. Set the profile values required to enable Mobile App Composer and to allow the CX Mobile App to connect to your CX Sales instance. Follow the steps described in the CX Sales Mobile documentation noted in the Key Resources section below.

Tips And Considerations

The CX Sales Mobile app utilizes the saved searches enabled in Workspace and the high-performance search capabilities powered by Adaptive Search. Workspace must be deployed in the web application, and search indexing processes run and regularly scheduled, prior to using the CX Sales Mobile application.

Key Resources

See the CX Sales Mobile section in the Mobile Applications chapter in the Implementing Sales guide.

Sales Performance Management

Incentive Compensation

Create Payment Batches for Future Periods

Enable creating and paying payment batches for a period in the future for a specific business unit. Customers who have plan configurations that require a payment batch to be created for a future period, or customers who want to conduct testing on new year compensation plans and payment flows in their test environments, can set the parameter, Allow Payment Batches in Future Periods, to Yes. The default value is No, which prevents creating payment batches for future periods.

Steps to Enable

  1. In Setup and Maintenance, go to:
  • Offering: Sales
  • Functional Area: Incentives
  • Task: Manage Parameters (with the business unit scope set)
  1. Set the parameter, Allow Payment Batches in Future Periods, to Yes or No.
  2. Save.

Tips And Considerations

After a payment batch for a specific pay group is paid for a period, you can't create payment batches for that pay group before that period. For example, if you create a payment batch for Paygroup US West in Dec 2020, then you can only create a new payment batch for the US West paygroup for Dec 2020 or later. You can't create one for Nov 2020. To prevent users from mistakenly paying payment batches in the future, set this parameter to No. Set it to Yes only if there's an absolute need to create payment batches in future periods.

Key Resources

See the Business Unit Configuration chapter in the Implementing Incentive Compensation guide.

Role Information

  • Incentive Compensation Administrator

Upload Incentive Compensation Rules Using Import Management

Import crediting rules, rollup rules, classification rules, team rules, role assignment rules, and analyst hierarchy rules using a file-based upload that leverages the Import Management framework.

Upload all the these types of incentive compensation rules from comma-separated spreadsheet files and make the maintenance of these rules easy. Upload rules, rule assignments, and rule qualifiers, if applicable as separate objects. Previously, your only options were to either enter the rules manually through the user interface or build a custom program which would call REST APIs to upload these rules from a file. 

Steps to Enable

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

Tips And Considerations

  • Upload rules before uploading related rule assignments and rule qualifiers. 
  • As a troubleshooting best practice, upload only one type of rule in a file. For example, keep your crediting rules file separate from your rollup rules file.

Key Resources

See these guides:

Role Information

  • Incentive Compensation Analyst
  • Incentive Compensation Manager

Run Calculation in Implicitly Determined Mode

Run the Calculation process without having to select whether it's to be run in total or incremental mode. The process determines which mode is most efficient.

Steps to Enable

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

Key Resources

See the Credit, Rollup, and Classification Processing chapter in the Using Incentive Compensation guide.

Role Information

  • Incentive Compensation Analyst
  • Incentive Compensation Manager

Import Invoices from Oracle Enterprise Resource Planning Into Incentive Compensation

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

Steps to Enable

  1. Sign in as an Incentive Compensation Administrator.
  2. Navigate to Setup and Maintenance and go to:
  • Offering: Sales
  • Functional Area: Incentives
  • Task: Manage Incentive Import Mappings
  1. Create mappings between the source attributes from invoice data to the target attributes of the Incentive Compensation transactions.
  2. Next, find the Manage Import Selection Rules task and create filtering criteria to select specific invoice data for the import. 
  3. After these tasks are complete, run the scheduled process, Import ERP Transactions, to pull invoice data as Incentive Compensation transactions. You can schedule this process to run at regular intervals to automatically pull invoice data into Incentive Compensation for processing.

Tips And Considerations

This feature is limited to importing invoice headers, invoice lines, and invoice line credit data into Incentive Compensation as transactions. 

Key Resources

See the Import and Collection Processing chapter in the Using Incentive Compensation guide.

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.

Estimated Compensation UI Deprecated

The estimated compensation UI, where users had to enter a deal first before estimating compensation for a deal, is deprecated. The underlying SOAP services aren’t affected by this UI deprecation. Instead of re-entering deals through the Estimated Compensation UI, estimate compensation directly by calling the estimated compensation REST API.

Steps to Enable

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

Key Resources

See the Calculation Simulations REST API in the REST API for CX Sales and B2B Service guide.

Territory Management

Remove Territory Export and Import to Proposal

We are removing the territory actions to export territories and import to a proposal. Updating territories is available using Import and Export Management.

Steps to Enable

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

Tips And Considerations

If you want to temporarily use the Territory Management classic UI actions to export territories and import to a proposal, you can update the setting of the ORA_MOT_DISABLE_TERR_CLASSIC_EXP_IMP (Disable Classic UI Territory Export and Import to Proposal) profile option to N in Setup and Maintenance.

NOTE: You must transition to the Import and Export Management framework prior to Update 20D.

Role Information

  • Sales Administrator

Import and Export and REST APIs

Disable Navigation to CX Sales File-Based Data Import and Export

Oracle CX Sales continues to support the File-Based Data Import and Export framework through Update 20C, to ensure that you’re provided adequate migration, integration, training, and technical support. This ensures a smooth transition and continued compatibility using the new Import and Export Management framework. With Update 20D, the File-Based Data Import and Export tool will be discontinued for CX Sales and B2B Service. Oracle strongly recommends moving to the Import and Export Management framework prior to Update 20D. Transitioning to the new framework now will help you gain familiarity with it and help you integrate your custom import and business processes into the new framework.

Import and Export Management provides easier-to-use UIs and APIs, a more performance-driven back-end engine, and additional client-side management utilities. This makes the process of defining, executing, and monitoring import and export jobs of all sizes much simpler, and lets administrators spend less time managing flat-file data exchanges. You must start using the new Import and Export Management framework as soon as possible and begin transitioning any import and export jobs and processes from the File-Based Data Import and Export framework to the new framework. As you migrate, account for both manually executed processes as well as any integrated, automated, or scheduled processes from within your own application ecosystem.

Steps to Enable

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

Tips And Considerations

Here’s what you must do prior to Update 20D:

  • Make note of all your manually executed processes.
  • Make note of all your automated or scheduled jobs, such as batch jobs.
  • Download object-specific CSV templates.
  • Make note of your import mappings. Note that maps aren't portable between frameworks and must be recreated as a one-time activity.

Key Resources

See the Transition from File-Based Data Import and Export to Import and Export Management chapter in the Understanding Import and Export Management guide.

Support for Hierarchical Import

You can now use Import Management to import objects with complex hierarchies and relationships, such as Territories, Contracts, and Subscriptions.

This feature helps you to import a hierarchy of objects. Territory Management and Contracts have use cases that permit you to import a hierarchical group of objects as a single logical unit. You need to import all the objects in the tree together as a unit.

You can now set up a hierarchy of objects such as a true parent-child, define the CSV files that will be imported at every hierarchy node, and start, track, and monitor the status of the overall job.

Steps to Enable

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

Tips And Considerations

Here's the flow:

  1. Select the parent object.
  2. Include the CSV file for import.
  3. Click on Import Object Hierarchy to kick start the hierarchical import.
  4. Define the CSV files that will be imported at each node of the hierarchy.
  5. Start, track, and monitor the status of the overall job.

Key Resources

See the Get Started with Import chapter in the Understanding Import and Export Management guide.

Use Updated Attributes in Account and Contact Objects

The Accounts and Contacts REST APIs have been improved to bring consistency across all channels. To make these REST APIs consistent, new attributes are now available in the Accounts and Contacts REST resources, and a few existing attributes have been modified. New attributes are also available in Import Management.

Existing fields which were modified from editable to read-only are listed below. These are no longer available in Import Management. However, these will continue to be available for export in Export Management.

Account:

  • OrganizationProfileId

Contact:

  • AccountUniqueName
  • PersonProfileId
  • SellToPartySiteId

Steps to Enable

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

Tips And Considerations

Integration impact: The above fields are expected to be autogenerated by the application. If an existing integration uses any of these attributes in REST or Import Management to update data, then changes are needed to avoid failures.

Key Resources

See the Accounts chapter and Contacts chapter in the REST API for CX Sales and B2B Service guide.

Use Import and Export Management to Create, Update, Delete, and Export Source System References for Parent and Child Customer Data

Create, update, delete, and export source system reference assignments for all available parent and child customer record types. With this enhancement, you can directly manage source system references for many types of parent and child entities.

Steps to Enable

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

Tips And Considerations

Customer Data Management needs to be able to make updates and create and delete records based on the Source System IDs of child and parent records. This enhancement brings parity with the file-based data import framework and lets you move to the Import and Export Management functionality.

Key Resources

See the section, Import Your Hub Source System Reference Data, in the Import Your Data chapter in the Understanding Import and Export Management guide.

Role Information

Data Stewards and those authorized to do import and export have this feature available to them.

Use Import and Export Management to Create, Update, Delete, and Export Generic Organization Records

Create, update, delete, and export comprehensive organization profiles, which are used as the common basis for many types of organization entities, such as Partners, Competitors, or Financial Accounts. With this enhancement, you can use a single import or export format to manage the generic organization profile information shared by multiple organization object types.

Steps to Enable

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

Tips And Considerations

Customer Data Management needs to be able to import and export all types of party objects, not just the Account object. This enhancement expands the scope of the standard import and brings parity to the file-based import functionality. Customer Hub integration processing can handle all types of party entities with this enhancement.

Key Resources

See the section, Import Your Organization Data, in the Import Your Data chapter in the Understanding Import and Export Management guide.

Role Information

Data Stewards and those authorized to do import and export have this feature available to them.

Use Original System and Original System Reference Values as Alternate Keys

Use Original System and Original System Reference values as alternate keys in the Import Management framework. This gives you additional options when establishing relationships between records and objects during the import process.

The Import Management framework supports different forms of alternate keys to uniquely identify object records so that you can create, update, delete, and manage relationships. This eases the import process and builds relationships to other objects such as parent/child, reference relationships, and so on, efficiently, by eliminating the need to know the system-generated primary keys of each record. Use of known alternate keys also eliminates the need to requery and remap the data. 

Steps to Enable

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

Tips And Considerations

Here's the order of precedence of the keys:

  1. PK
  2. PUID
  3. OS/OSR

NOTE: Public Unique ID (PUID) must be the first alternate key in the order of precedence, if more than one alternate key is supported.

Key Resources

See the Overview of Import Management chapter in the Understanding Import and Export Management guide.

Use Inner Queries in Adaptive Search REST API

You can further filter child objects and related objects by using an inner query in the Adaptive Search REST API.

This helps you narrow the search results of the child and related objects so that no further filtering is required at the consumer level.

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 Adaptive Search chapter in the REST API for CX Sales and B2B Service guide.

Use Import and Export Management to Import Enriched Data

Use the Import and Export Management framework to import account and contact data files enriched using Oracle Data as a Service. Data enrichment has been enhanced to support the new Import and Export Management framework. The new framework improves processing time, error handling, and performance capabilities for importing data files enriched using Oracle Data as a Service.

Steps to Enable

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

Key Resources

See the following guides on Oracle Help Center:

Role Information

  • Master Data Management Application Administrator
  • Sales Administrator

Use Address Purpose in Import Management

You can now use the Source System Reference to find an Address Purpose. The Address Purpose object is a child object of Address object in Import Management and REST APIs. This object now supports Source System Reference attribute as a unique identifier.

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 Import Your Account Data chapter in the Understanding Import and Export Management guide.

Import and Export Dynamic Flexfields

You can use Import and Export Management to import or export Sales objects with configured dynamic flexfield (DFF) attributes.

This feature primarily targets the Contract object. You can register DFF custom fields in the Import Management framework metadata to import and export them later. These Contracts objects support this feature:

Object Child Object

Contract

Contract Header Descriptive Flexfield

Contract Line

Contract Line Descriptive Flexfield

Contract Party

Contract Party Descriptive Flexfield

Contract Party Contact

Contract Party Contact Flexfield

Steps to Enable

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

Key Resources

See the Import Dynamic Flexfields topic in the Get Started with Import chapter in the Understanding Import and Export Management guide.

Manage Contract Documents Using REST APIs

Use Contracts REST APIs to create, update, and delete a contract document. You can also use this feature to get document details like category, title, description, contents of the document, and so on. This feature is supported for both contract documents and supporting documents.

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.

Tips And Considerations

In order to use these REST services, you must have the following privileges mapped in addition to the other contract privileges:

  • Manage Contract Documents
  • Delete Contract Documents
  • Manage Supporting Documents
  • Delete Supporting Documents

Key Resources

See the Contracts chapter in the REST API for CX Sales and B2B Service guide.

Update Contract Using Custom REST APIs

You can use the custom actions available with Contracts REST APIs to change your contract attributes and statuses. You can use this feature to perform these tasks:

  • Preview a contract in HTML, PDF, and RTF formats
  • Close or cancel a contract
  • Submit a contract for approval
  • Apply and remove a hold from a contract
  • Validate a contract
  • Amend a contract
  • Create a version for a contract
  • Duplicate a contract
  • Revert a contract amendment
  • Sign a contract
  • Close or cancel a contract line
  • Apply and remove a hold on a contract line

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 Contracts chapter in the REST API for CX Sales and B2B Service guide.

Import Contract Objects Using Import Management

You can use Import Management to import objects into Enterprise Contracts. Here are the objects you can import using Import Management:

  • Contract Header
  • Contract Header Descriptive Flexfield
  • Contract Party
  • Contract Party Descriptive Flexfield
  • Contract Party Contact
  • Contract Party Contact Descriptive Flexfield
  • Contract Sales Credit
  • Contract Line
  • Contract Line Descriptive Flexfield
  • Contract Line Sales Credit
  • Contract Pricing Terms
  • Contract Related Document
  • Contract Attachments

You can create, update, or delete contract attributes through import.

Steps to Enable

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

Tips And Considerations

Oracle is introducing the Import Management and Export Management framework to provide enhanced usability, reliability, and performance. The existing File-Based Data Import framework is planned to be decommissioned in the Update 20D. Therefore, you must transition to the new framework before the 20D update.

Key Resources

See the section, Import Your Contract Data, in the Import Your Data chapter in the Understanding Import and Export Management guide.

Maintain Territories Using a REST API Based on a Simplified Coverage Model

Use a streamlined REST API service that simplifies the maintenance of territory coverages, such as included accounts and geography postal codes.

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.

Tips And Considerations

This feature simplifies creating and updating territory coverage details for territories, for example, adding and removing included customers or updating address dimension postal codes and postal code ranges. 

Key Resources

See the Sales Territories chapter in the REST API for CX Sales and B2B Service guide.

Sales Analytics

Display Immediate Parent of a Base Rule in Incentive Compensation Reporting

Display the Immediate Parent of a Base Rule where the rule is Classification rule, Direct Credit Rule, or Roll up Credit Rule. This additional information provides a more complete view of the compensation rules and gives managers actionable insight to make any adjustments necessary to meet sales goals.

Steps to Enable

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

Key Resources

See these guides:

Service

Digital Customer Service

Enable Self-Service Users to Register Without Providing an Account Key

End users can register in self-service applications without the need to provide an account key or be associated with an account.

Steps to Enable

The Digital Customer Service application determines whether or not the user registration request requires an account key based on the value of the application variable userRegistrationType. This variable can have one of two values:

  • Contact - Users registering as self-service users must provide an account key. When the user registration request is approved, the contact representing the user is associated with a specific account.
  • Consumer - Users registering as self-service users do not have to provide an account key. When the user registration request is approved, the contact representing the user is created as a standalone contact.

The default value is "contact".

To set the value of the userRegistrationType variable:

  1. Open your Digital Customer Service appliction in the Visual Builder designer.
  2. Select Web Applications.
  3. Select dcs.
  4. Select Variables & Types.
  5. Select userRegistrationType.
  6. Change the Default Value to either "contact" or "consumer" based on the needs of your application.

Tips And Considerations

When the userRegistrationType is set to "consumer", self-service registrations are automatically approved. This overrides the value for the profile option, SVC_CSS_SELF_REG_AUTO_APPROVE.

Key Resources

See the Additional Feature Configuration chapter in the Implementing Digital Customer Service guide.

Automatically Populate Key Information in Pre-Chat Form

Automatically populate the product, category, and service request number in the pre-chat form, based on the page context in which the chat is initiated. Here's the behavior:

Service Request Number:

  • If you're viewing a service request with a product (or product group) already selected and you initiate a chat, then the selected product (or product group) will be auto-populated in the pre-chat form.
  • If you're viewing a service request with a category already selected and you initiate a chat, then the selected category will be auto-populated in the pre-chat form.
  • If you're viewing a service request and you initiate a chat, then the service request number will be auto-populated in the pre-chat form.

Product Landing Page:

  • If you're viewing a product landing page and you initiate a chat, then the selected product will be auto-populated in the pre-chat form.
  • If you click through to a knowledge article from a product landing page, then the selected product will be auto-populated in the pre-chat form.

Product Group Landing Page:

  • If you're viewing a product group landing page and you initiate a chat, then the selected product group will be auto-populated in the pre-chat form.

Category Landing Page:

  • If you're viewing a category landing page and you initiate a chat, then the selected category will be auto-populated in the pre-chat form.
  • If you click through to a knowledge article from a category landing page, then the selected category will be auto-populated in the pre-chat form.

Knowledge Search Results:

  • If you have done a knowledge search and selected a product from the product selector and you initiate a chat from the search results list or from a knowledge details page (from the search results), then the selected product will be auto-populated in the pre-chat form.
  • If you have done a knowledge search and selected a category from the category selector and you initiate a chat from the search results list or from a knowledge details page (from the search results), then the selected category will be auto-populated in the pre-chat form.

Steps to Enable

The Chat component does not display the category, product, or service request by default, so these need to be set to have show=true.

Set the Chat sub-property category.show to true:

  1. Open your Digital Customer Service application in the Visual Builder designer.
  2. Navigate to Web Applications > DCS > Root Pages > shell.
  3. In the Page Structure, search for Chat.
  4. Click on Chat to open the Chat property inspector.
  5. In the Chat Attributes in the property inspector, click to open the sub-properties of category.
  6. Change the sub-property category.show to true.

Chat Sub-Property Category.Show

Set the Chat sub-property product.show to true:

  1. In the Chat Attributes in the property inspector, click to open the sub-properties of product.
  2. Change the sub-property product.show to true.

Chat Sub-Property Product.Show

Set the Chat sub-property service-request.show to true:

  1. In the Chat Attributes in the property inspector, click to open the sub-properties of service-request.
  2. Change the sub-property service-request.show to true.

Chat Sub-Property Service-Request.Show

Key Resources

See the Mandatory Setup Tasks chapter in the Implementing Digital Customer Service guide.

Optimize Self-Service

Digital Customer Service has optimized the way self-service users are created and stored. Prior to Update 20C, self-service users were created in Oracle CX Sales and B2B Service and synchronized to Oracle Identity Cloud Service (IDCS). Starting with the 20C Digital Customer Service Reference Implementation template, self-service users may be created directly in IDCS when configured accordingly. Proxy users in CX Sales and B2B Service will be used to provide functional security, while data security will be based on the self-service user’s identity. These changes have several benefits:

  • Scalability of self-service user accounts
  • Elimination of delays caused by needing to synchronize CX Sales and B2B Service identities to IDCS identities
  • New components for sign-in, forgot password, and reset password that can be configured to match your company brand
  • Self-service users don't have access to the CX Sales and B2B Service UIs

Steps to Enable

The high level steps to enable this feature are shown below. For detailed configuration steps, see the documentation shown in the Key Resources section.

  1. Create the required custom roles.
  2. Create the proxy users.
  3. Set the appropriate profile options.
  4. Set the IDCS URL.
  5. Create and configure the application client credentials:
  • Create a confidential application.
  • Configure the Client ID and Client Secret.
  1. Configure the proxy user credentials using the Manage Proxy User Configuration Data task.
  2. Configure IDCS to authenticate self-service users.
  3. Configure your Digital Customer Service application:
  • Configure application authentication for user proxy.
  • Map self-service roles.

Tips And Considerations

When implementing this feature, you must consider and plan for the migration of any existing self-service users to optimize self-service.

If you don't want to use this feature, make sure the profile option, SVC_CSS_USE_FA_AS_IDP, is set to True.

Key Resources

See the Mandatory Setup Tasks chapter in the Implementing Digital Customer Service guide.

Configure User Authentication, Forgot Password, and Password Reset Components

Developers can now configure the application sign-in, forgot password, and password reset pages to match their company's brand. These are available as pages in the Update 20C reference implementation template and also as components on the component exchange and in the reference implementation template. Some configuration is required to use these components. The default configuration is to use the IDCS sign-in screen, which allows some light branding.

Steps to Enable

  1. Configure the application to use the ODCS Security Provider.
  2. In your Digital Customer Service application, set the Service Base URL for the idcsRestApi Service Connection.
  3. Set Client Id and Client Secret for the idcsRestApi Service Connection.

Key Resources

See the Mandatory Setup Tasks chapter in the Implementing Digital Customer Service guide.

Update Work Orders

End users can change the contact email or phone number on their work orders, set a reminder time, and add a message for the field service technician.

Developers now have a new work order list component they can use.

Steps to Enable

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

Key Resources

See the Additional Features Configuration chapter in the Implementing Digital Customer Service guide.

Update Contact Information in My Profile

End users can update name, phone number, and address information in their user profile page in the application.

Steps to Enable

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

Key Resources

See the Additional Features Configuration chapter in the Implementing Digital Customer Service guide.

View Inline Images in Service Request Messages

End users can now view images inline within service request messages. Previously, images were always displayed separately as service request attachments. Service request messages now display images in the context in which they appeared in the original email associated with the service request.

Steps to Enable

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

Key Resources

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

Service Channels

Embed Images Inline in Agent Emails

Configure the service request (SR) agent UI to embed images inline in email messages, in their original placement in the text. This lets agents view images in the proper context and helps ensure that they cleary understand the content of the communication. With this feature, when agents get inbound emails, the application automatically converts any inline images into SR attachments.

With outbound email, agents can now insert inline images into SR response messages, including the ability to copy and paste images from the clipboard.

Steps to Enable

Set the profile option, SVC_INBOUND_ENABLE_INLINE_ATTACHMENTS, to Yes for all the recipients to receive inline images.

Key Resources

See the Email Channels chapter of the Implementing B2B Service guide.

Role Information

  • Customer Service Representative

Detect and Prevent Email Loops

You can prevent your service application from creating additional service requests (SRs) when there’s an out-of-office reply from one of the recipients of the email. For outbound SR emails, the recommended best practice is to have your administrator set the From address to a no-reply option, such as "noreply@mycompanydomain.com". This way, even if one or more recipients have their out-of-office notification turned on, the out-of-office reply isn’t received by your service application and a new SR isn’t created.

But let’s say your administrator sets the From address to your Support email account. This could cause an infinite loop of emails and new SRs. That’s because a new SR sends an automatic acknowledgment email, which would trigger an out-of-office reply. This reply would in turn trigger the creation of another new SR, and so on.

Your business requirements may not allow the use of a no-reply email address, and you may need to use your Support email account instead. To accommodate this requirement, you can configure some email profile options to detect and prevent the creation of infinite loops.

Steps to Enable

To enable this feature, set these profile options:

  • SVC_INBOUND_ACK_EMAIL_LIMIT_PER_USER: With a default value of 3, this profile option specifies the maximum number of emails to be sent to one user within a specific time interval. This time interval is specified by the SVC_INBOUND_ACK_EMAIL_TIME_INTERVAL profile option, which has a default value of 60 minutes.
  • SVC_INBOUND_EMAIL_PATTERN_TO_STOP_ACK: This profile option specifies the email patterns that need to be blocked, so that the application stops sending acknowledgment emails to email addresses having those patterns.

Key Resources

See the Email Channels chapter of the Implementing B2B Service guide.

Use Slack for Service Request Messages and Notifications

Service request (SR) owners and team members can use Slack as a communication channel within an SR to collaborate with others across your organization. In the Service Request Messages page, a service agent can create a Forward message and choose a Slack channel or specific Slack users to whom to send the Forward message. The message author has the option to send the Forward message to one or more Slack channels or to send the message to one or more specific Slack users (the forward messages sent to users are delivered as a direct message in Slack).

An administrator can configure which SR fields to send to Slack when a user forwards an SR to a Slack channel or Slack user. By default, these fields are always included when forwarding an SR to Slack:

  • Service request number
  • Service request title
  • Service request problem description
  • Person who forwarded the message

Add Additional Fields to Send When Forwarding a Service Request to Slack

To get context about the question or comment being sent within Slack, the recipients can view some summary fields from the SR, along with the message content. All Slack users who can see a forward message can reply from Slack, and that reply is posted to the SR.

Forward Message to Slack

Send Notifications to Slack

The push notifications framework for service requests can now leverage a Slack channel as the delivery destination. In Application Composer, you can define an SR notification using a Groovy script to control:

  • When to trigger the notification event
  • Which Slack channel to target
  • The payload of the notification message

Using Groovy, you can configure messages to include SR field values or URLs, such as a deep link URL to the SR. This way, a Slack user that receives the message can access additional details of the SR by drilling on the deep link URL.

Notifications in Slack

Steps to Enable

To set up the network credentials to access Slack APIs:

  1. Navigate to the Service offering in Setup and Maintenance.
  2. In the Productivity Tools functional area, click on the menu icon and select Change Feature Selection.
  3. Ensure that you enable Collaborate using External Networks and the Slack feature.
  4. Navigate to the Manage Collaboration Network Credentials task to set up your credentials.

To manage the fields that are sent to Slack when forwarding an SR:

  1. Navigate to the Service offering in Setup and Maintenance.
  2. On the Communication Channels functional area, select the Manage Communication Channels task.
  3. Click the edit icon next to the Additional SR Attributes for Forward field.

NOTE: The Additional SR Attributes for Forward are only available when managing a Slack channel.

Tips And Considerations

  • Oracle doesn't provide the licenses for the Slack application. You need to acquire your Slack licenses directly from Slack.
  • You can enable Slack integration with service requests in the Update 20B, with additional configurations. If you're interested in this option, review the article, Integrating Oracle CX Sales & B2B Service with Slack in 20B (Doc ID 2661393.1), on My Oracle Support.

Key Resources

See the Slack Channels chapter of the Implementing B2B Service guide.

Service Request Management

Use Email as a Notification Delivery Channel

Notification Preferences Manager rules now provide Email as one of the available delivery methods for notifications sent to internal resources. This expands the available delivery methods, which already include bell notifications, browser popup windows, and mobile push options.

The Email delivery method is available for all supported objects in the Notification Preferences Manager. You can define the content of the notification in the notification rule, similar to other delivery methods.

Currently only the Service Request object supports a deep link within the email that you can drill into to view the service request. All other supported objects generate email notifications, but don't include a deep-link drill down.

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 enable this feature: 

  1. Sign in to the application as a setup or administrator user.
  2. Navigate to Setup and Maintenance.
  3. Select the Service offering.
  4. In the Functional Areas section, select Productivity Tools > Change Feature Selection. The Edit Features: Productivity Tools page is displayed. 
  5. Select the Enable check box for Email. This enables email as a delivery channel option.

Once this channel opt-in is completed, email will be available for selection in Notification Preferences Manager.

Key Resources

See the Configure Notifications chapter in the Implementing B2B Service guide.

Use Custom Actions Available in Application Composer for Service Requests

In Application Composer, when creating custom actions for the Service Request object using Groovy script, you can now specify the action to conclude at runtime, after the script completes. These are the options you can specify:

  • Save the record and return to the previous page (save and close)
  • Save and continue editing the record (save and continue)
  • Perform the action but don't save the record (run the script only)

NOTE: This is an existing Application Composer capability, which is already available for other objects. This enhancement adds support for the Service Request object.

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 Add Objects and Fields chapter in the Configuring Applications Using Application Composer guide.

Role Information

  • Application Composer Developer

Service Analytics

Understand Survey Response Metrics

Survey Response analysis provides pre-built survey reports with direct customer feedback about the service experience, thus helping identify areas of dissatisfaction and opportunities for improvement. The survey integration framework gives you a structured approach for gathering customer feedback through an integrated third-party solution of your choice. Survey Analysis enables survey analysts and administrators to obtain insights about customers' survey responses. Use the prebuilt reports available in the Oracle Business Intelligence (BI) Catalog to view the responses to each question included in a survey.

Pre-Built Reports with Summarized Responses to Survey Questions

Steps to Enable

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

Tips And Considerations

There are no specific steps needed to enable this feature. The report content is delivered as part of the OTBI content catalog.

NOTE: The B2B Service application does not provide its own survey management feature. You must provide your own survey tool to deliver surveys to your end users. The solution requires an additional license of Oracle Integration Cloud to automate the prebuilt integration with the third-party survey tool.

Key Resources

See the Understand Service Analytics chapter in the Implementing B2B Service guide.

Role Information

The BI reports can be viewed only by Sales/Service Administrators.

Application Composer

View the Most Recently Used List on Custom Dynamic Choice List Fields

When selecting a record from a custom dynamic choice list, users can now view a list of the most recently used records for quick and easy access. Records that users type or select in a dynamic choice list field, and search for and select from the search and select dialog, are recorded as the most recently used items. The most recently used list is available for custom dynamic choice lists based on the standard Account, Contact, Household, Asset, Resource, Campaign, Partner and Service Request objects, as well as on custom objects.

Steps to Enable

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

Key Resources

See the Add Objects and Fields chapter in the Configuring Applications Using Application Composer guide.

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 gets access to all the data records that each of the groups has access to. This feature was initially released in Update 20A. The Sales Orders (Quotes and Orders) object now also supports access groups.

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 Access Groups chapter in the Securing CX Sales and B2B Service guide.

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.

Provide Access to Related Objects Using Access Groups

Create access extension rules to extend the access defined for an object to a related object. If you have used access groups to secure access to an object, such as Account, you can extend the access defined for the Account object to a related standard or custom object, such as Activity, by creating an access extension rule. All members of an access group who can access Account data will then have the same access to Activity data. Access extension rules let you reuse existing rules to provide access to related standard and custom objects, which greatly simplifies security configuration.

Steps to Enable

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

Tips And Considerations

  • On the Create Access Extension Rule UI, the objects available for selection in the Related Object list are determined by the standard and custom relationships that exist between:
    • Standard objects
    • Custom objects
    • Standard and custom objects
  • The standard-standard object relationships are predefined by Oracle.
  • You define the standard-custom and custom-custom object relationships using Application Composer.
  • Select the object relationship according to your requirements.

Key Resources

See the Access Groups chapter in the Securing CX Sales and B2B Service guide.

Role Information

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

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

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

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

Simplified Setup

Improve Import Performance with Enhanced Quick Import Macros

All Quick Import Macros now use Oracle's new Manage Import technology for importing your sales data, and work with 64-bit versions of the Microsoft Windows operating system. The Microsoft Excel macros speed up and simplify the import of up to 5,000 records at a time for some objects. The macros help you by validating your data entries, providing lists of values, and automatically populating constant values.

Steps to Enable

Download the Quick Import Macros on My Oracle Support and follow the detailed instructions in the Getting Started with Your Sales Implementation guide.

Key Resources

On My Oracle Support, see the article, Oracle CX Sales: Getting Started with Your Sales Implementation: Quick Import Macros (Doc ID 2229503.1). Also see the chapters that detail how to use the macros in the Getting Started with Your Sales Implementation guide.

Role Information

  • Sales Setup User

IMPORTANT Actions and Considerations

POST-UPDATE TASKS

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 that require you to manually initiate the upgrade script for each of those customizations.

NOTE: Some upgrade tasks will not be removed from this page even after the upgrade is completed, as they are re-runnable for certain feature enhancements that are expected in future releases.

STEPS TO ENABLE

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

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

  1. Sign into the application. 
  2. From the Navigator, select Sandboxes (under Configuration).
  3. Create a new sandbox and set it as the active sandbox. The current active sandbox displays at the top of the application.

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

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

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

  1. Click Metadata Upgrade.

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

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

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

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

KEY RESOURCES

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