Document History

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

Date Update Version Notes
20 APR 2018 May Maintenance Pack for 17D Delivered new features in May Maintenance Pack for 17D.

May Maintenance Pack for 17D

Revision History

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

Date Feature Notes
20 APR 2018   Created initial document.

Overview

Oracle CX for Communications is a comprehensive cloud solution built on Oracle’s unified CX platform and tailored to meet the needs of the Communications industry. It leverages Oracle investments in the newest and most innovative technologies like IOT, Big Data, Virtual Assistance and AI, in addition to supporting industry best practice processes, such as order-to-cash-to-care, with cross-channel purchasing and personalized care.

Oracle CX for Communications enables communications service providers to:

With Release 13, sales and service agents benefit from an optimized user experience and additional capabilities in managing their customer profiles. Sales agents can also view, search, and access the details of their customer subscription services assets.

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

Customers Upgrading from Release 12

If you're upgrading from Release 12 to Release 13, then you should review all of the release readiness content for Release 13 (update 17D) to learn about all of the features available in release 13.

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We welcome your comments and suggestions to improve the content. Please send us your feedback at SALESCLOUD-PRODEX_WW@ORACLE.COM.

Feature Summary

Action Required to Enable Feature

Feature

None (Automatically Available)

Enable via Opt In UI Only

Enable via Opt In UI Plus Additional Steps

Not Enabled via Opt In UI but Setup Required

Issue Service Request

Communications

Assets for Communications

Exemption Profile

Billing Profile Name and UI Optimization

Enhance Address Selection in Billing Profile

Communications

Assets for Communications

As a communications service provider, this feature enables you to store and display the product and service assets contracted or purchased by enterprise customers, when you integrate Oracle Sales Cloud with the application that generates asset data from order fulfillment. By storing asset information in Oracle Sales Cloud, the application sales predictors and white space analysis report leverage asset information to provide accurate outcomes.

As a sales agent, you can now view the lists of assets contracted, used, and paid by your enterprise accounts when working on an opportunity or a customer request. Under a specific account, you can view the three different list of assets as subtabs:

Billing Items Subtab

You can also view assets across all accounts in the top-level asset landing page of the application. On this page, you can search assets for specific asset attribute values, such as Asset Number, Status, Service ID, and Service End Date, and so on.

Advanced Search Menu

You can drill down on any asset record in a list to view it's asset details. The asset detail view displays the various fields that are relevant to communications subscription services, such as the accounts that you own, pay, and use; the negotiated price of the asset with its price elements; the asset structure with the root and parent asset numbers; the billing profile information; and so on.

As a sales or service agent, you can associate a contact to the asset, for example, when you want to refer a person to be contacted for any service issues related to the asset. You can also edit the location description of the asset to make it easier to locate at times of service. Other fields are generally setup as read-only for sales and service agents, as they are generated via fulfilled orders to create or modify the subscription service.

Asset Details View

Steps to Enable

You must duplicate and activate the default inactive layouts to be able to view the object pages.

To duplicate the Account detail layout:

  1. In Application Composer, navigate to Sales > Standard Objects > Account > Pages.
  2. Duplicate the inactive ORATC Detail Layout.
  3. Add the given Advanced Expression to the duplicated layout:

    return (('ORATCDetailLayout')==__ORATC__getLayoutName())?true:false

To duplicate the Asset layouts:

  1. In Application Composer, navigate to Sales > Standard Objects > Asset > Pages.

  2. Duplicate the following inactive layouts:

Additionally, you may want to:

For details on how to perform the above steps, see the Configuring Assets topic in the Oracle Sales Cloud Getting Started with Communications Implementation.

Tips And Considerations

BULK IMPORT OF ASSETS

While importing assets, ensure that the Billing Account Name and Service Account Name text fields are populated, along with Organization Name (Account Name), for the Billing Account and Service Account associated to the assets.

Organization Name of the Account can be obtained by exporting the Object 'Account Profile' from the Scheduled Export process.

Key Resources

For details on the export process, refer to the Defining Bulk Export Process: Procedure topic in the Oracle Sales Cloud Understanding File-Based Data Import and Export guide.

Exemption Profile

Enable sales and service agents to:

Steps to Enable

  1. In Application Composer, navigate to Sales > Standard Objects > Account > Pages.
  2. Select All Layouts under Details Page Layouts.
  3. Duplicate the inactive ORATC Detail Layout to get the Exemption Profile region on the Account Profile subtab.
  4. Add the advanced expression to the duplicated layout return:

    (('ORATCDetailLayout')==__ORATC__getLayoutName())?true:fals

  5. Click Reorder Layouts, to ensure that the layout with advanced expression appears at the beginning of the table.

Key Resources

For additional information, refer to the Using Exemption Profiles topic in the Oracle Sales Cloud Getting Started with Communications Implementation guide.

Role Information

Billing Profile Name and UI Optimization

Steps to Enable

No steps are required to enable this feature.

Role Information

Enhance Address Selection in Billing Profile

Improve application usability by restricting the list of billing profile addresses available for selection to eligible addresses only. Eligible billing profile addresses are addresses attached to the account of which the billing profile is a child.

Steps to Enable

No steps are required to enable this feature.