Oracle Sales Cloud. Release 12. New Feature Summary

Transcription

1 Oracle Sales Cloud Release 12 New Feature Summary

2 TABLE OF CONTENTS REVISION HISTORY... 7 ORACLE SALES CLOUD OVERVIEW... 8 MOBILE... 9 ORACLE CX ENTERPRISE MOBILE Mobile App Composer ORACLE SALES CLOUD MOBILE Assets Subtab Default Saved Search for Lists Call Report Customization Dynamic Layouts by Country Complete Offline Read and Write Navigation Panel Customization SALES ANALYTICS Data Visualization Additional Analytics Pages Hierarchical Dimensions for Sales Reports CORE SALES FORCE AUTOMATION QUOTES AND ORDERS Subtab Customization ACCOUNTS, CONTACTS AND HOUSEHOLDS Additional Names Auxiliary Classification Analytics Subtabs for Contacts Web Service Enhancements for Industry and Organization Types CALENDAR AND ACTIVITIES Activity Task Templates Analytics Subtabs for Activities Social Collaboration for Activities Notifications for Task and Appointment Owners LEADS Mass Lead Update Configure Mass Actions OPPORTUNITIES Territories List Manual Territory Assignment Mass Opportunity Update SALES FORECASTING Trend Graph Sales Rep Adjustments Dropped Items Switch Forecast Switch Currency Adjustment Notes Forecast Impersonation SALES LIGHTBOX

3 Additional Content Types PRODUCTS AND PROMOTIONS Browse Product Catalog Price Book Export RESTful Web Services for Product Groups PRODUCTIVITY APPS FOR ORACLE SALES CLOUD FOR GMAIL PREVIEW Contacts and Appointments Shared s with Attachments Easy Deployment and Upgrades ORACLE SALES CLOUD FOR OUTLOOK Sandbox Cascading Fixed Choice Lists Increased Description Size Mandatory Addresses ORACLE ENGAGEMENT CLOUD Service Queues Knowledge for Service Requests Service-Related Product Catalogs Prebuilt Service Request Reports Analytics Subject Areas for Service Requests Service Requests for Partner Relationship Management PARTNER RELATIONSHIP MANAGEMENT Lead-to-Deal Conversion Prebuilt Reports for Channel Managers Analytics Subject Areas for PRM SALES CONTRACTS Simplified User Experience for Contracts Social Collaboration for Contracts Variable Value Change Summary Approvals for Legal Language Modifications Contract Expert Rule Reactivation Attachments through Web Services Name Parameters in Web Services Support for Microsoft SALES PERFORMANCE MANAGEMENT QUOTAS Enhanced Date Validation Custom Reports on Quota Pages Streamlined Quota Allocation TERRITORY MANAGEMENT Territory Metrics Enhancements INCENTIVE COMPENSATION Objectives-Based Performance Incentives Participant Performance Subject Area

4 Research Assistant Consolidated Transaction Processing Transaction Staging Table Data Purge Analyst Groups Audit Reports Paysheet Notes Additional Attributes for Payment Export Plan Document Assignment at the Plan Level Participant Type Error Correction CUSTOMER DATA MANAGEMENT Personally Identifiable Information Global Data Enrichment Account and Contact Profile History Multiple Duplicate Identification Requests CX INDUSTRY SOLUTIONS Industry-Specific Summary Boxes HIGH TECH AND MANUFACTURING Opportunity Hierarchy FINANCIAL SERVICES Engagement Cloud Integration Top 5 Products Reports Needs Analysis Usability Enhancements CONSUMER GOODS Retail Execution Management Dynamic Survey Templates and Survey Results Direct Store Delivery Retail Execution Mobile App Retail Execution Tablet App Account and Promotion Surveys Account 360 Infolets COMMUNICATIONS Fraud Profile Management Financial Profile Management Billing Profile Integrations With Siebel CRM Shared Addresses Quote-to-Opportunity Updates HIGHER EDUCATION Student Recruiting Outreach and Engagement Campaigns Social Listening and Engagement Inquiry Management Organization Management Calendars and Activities CONFIGURATION AND CUSTOMIZATION APPLICATION COMPOSER

5 Enhanced Upgrades Dynamic List Pages Actions Overflow Grant Default Access to Custom Objects Access Parent Data in Custom Subtabs Quick Navigation Using Recent Items Custom Subject Area Enhancements Object Workflow Enhancements BCC Notifications Dynamic Approvers for Approval Flows Set Primary Contact for Tasks INTEGRATIONS Public Event Support RESTful Web Services PUBLIC UNIQUE IDENTIFIERS (PUID) AND DOCUMENT SEQUENCE NUMBERS Object Specific PUID SETUP AND MAINTENANCE FILE-BASED DATA IMPORT Seeded Templates for Account and Contact Import Enhanced Logging and Diagnostics Import for Custom Many-to-Many Relationships Alternate Keys for Custom Objects Enhanced Notifications COMMON TECHNOLOGIES AND USER EXPERIENCE USER EXPERIENCE End User Personalization of the Navigator and Springboard Pagination Dots Announcements Preview Notification Actions Large Icons APPLICATIONS SECURITY User Account Management Administrator Password Management User Password Management (Self-Service) User Account Locking Enhanced Role Visualization Tabular Role Hierarchy View Search in Role Hierarchy Visualization User Name Generation Rules Password Policies Notification Templates Upgrade-Safe Management of Factory Shipped Roles Bridge for Microsoft Active Directory User Password Changes Audit Report Integrate Custom Identity Management Solution Password Reset Security Console ORACLE SOCIAL NETWORK Web Client Replaced by Social PlugIn

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7 REVISION HISTORY This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table. The new functionality referenced in this document may not be immediately available to you if your organization has chosen not to receive optional monthly updates. Rest assured you will receive the new functionality in the next quarterly update which is required and cumulative. Quarterly updates are applied in February, May, August, and November.. Date Feature Notes 06 OCT 2017 Oracle Sales Cloud Mobile: Call Report Customization Delivered new feature in update 10 (October), which will also be included in the November 06 OCT 2017 Oracle Sales Cloud Mobile: Dynamic Layouts by Country 06 OCT 2017 Oracle Sales Cloud Mobile: Complete Offline Read and Write 06 OCT 2017 Oracle Sales Cloud Mobile: Navigation Panel Customization 05 MAY 2017 Configuration and Customization: Public Unique Identifiers (PUId) and Document Sequence Numbers: Object Specific PUID 06 FEB 2017 Communications: Fraud Profile Management quarterly update. Delivered new feature in update 10 (October), which will also be included in the Novemer quarterly update. Delivered new feature in update 10 (October), which will also be included in the Novemer quarterly update. Delivered new feature in update 10 (October), which will also be included in the Novemer quarterly update. Delivered new product in the May quarterly update. Delivered new feature in the February quarterly update. 05 DEC 2016 Created initial document. 7

8 ORACLE SALES CLOUD OVERVIEW Oracle s customer experience suite is an end-to-end cloud solution that includes a number of best-inbreed Customer Experience (CX) applications that are highly rated by analysts in their respective categories. With sales, marketing, service, CPQ, commerce and social along with hundreds of applications available on the Oracle Cloud Marketplace, Oracle CX is a complete, innovative and proven solution that supports all stages of the customer lifecycle. Oracle Sales Cloud is an integral part of Oracle s complete CX suite, closely integrated with other Oracle CX applications and enhanced by strong Customer Data Management (CDM), Sales Performance Management (SPM), and Partner Relationship Management (PRM) capabilities. Sales Cloud s full range of innovative capabilities provide business intelligence, productivity and flexibility with an easy-to-use interface. Oracle s proven global infrastructure, platform capabilities and applied industry expertise make Sales Cloud an even more compelling solution. Oracle Sales Cloud Release 12 includes new innovations that boost sales reps' productivity and support complete mobility. Whether working from a phone or tablet device, sales reps, channel account managers and partner reps can use the new Oracle CX Enterprise Mobile app to manage daily tasks and critical sales activities, gain deep insights into team or partner performance and nurture customer relationships. The new Mobile App Composer makes it easy to customize and extend the application to meet the unique needs of any organization. Introduced with Release 12, Oracle Engagement Cloud combines Oracle s sales and service capabilities in one offering with a unique combination of sales automation, service request management and knowledge management. Oracle Engagement Cloud improves customer satisfaction and loyalty, while enabling up-sell opportunities, particularly for organizations engaged in high-touch and high-value customer engagements. Oracle continues to invest in industry-specific solutions. Release 12 includes a new industry solution for Higher Education institutions and a new mobile app for retail sales reps in the Consumer Goods industry. For the Financial Services industry, the addition of Oracle Engagement Cloud enables bankers to manage customer service issues and improve their customers experience. Further integration with Siebel CRM provides reps in the Communications industry with the ability to create financial profiles and associate billing profiles with customers. 8

9 MOBILE Sales teams can increase their productivity while in and away from the office using their smartphone or tablet. Release 12 brings more options with the newly released Oracle CX Enterprise Mobile app. The new Oracle Sales Cloud Enterprise Mobile app is a smarter, faster and easier to use mobile app for reps, managers, partner reps and channel managers. Oracle continues to support the classic mobile app, Oracle Sales Cloud Mobile, while encouraging sales teams to review and consider transitioning to the Oracle CX Enterprise Mobile app. To begin using Release 12 mobile apps, download the latest version from the Apple App Store (ios) or Google Play (Android). 9

10 ORACLE CX ENTERPRISE MOBILE The Oracle CX Enterprise Mobile app enables sales reps, channel account managers and partner sales reps to effectively manage their day and nurture customer relationships using a smartphone or tablet. With a task-based user interface and built-in analytics, the Enterprise Mobile app guides daily sales activities and offers an array of smart mobile options that allow sales reps to do the following with ease: Plan the day and prepare for daily appointments and tasks View aggregated activities in a visual timeline for every customer Log call reports and meeting minutes Auto-capture outbound calls or s as an activity associated to a customer Accept, qualify and convert leads by age Manage opportunities and product lines Update and collaborate using Oracle Social Network Capture notes using speech-to-text capabilities Attach photos and documents to a record Map and get directions to nearby opportunities, leads, contacts, accounts View service request status and updates Review quota attainment, open pipeline, and sales commission reports Access sales information while offline View associated quote proposals from CPQ Cloud Create and update records while offline Furthermore, channel account managers and partner sales reps can do the following: Submit and approve deal registrations Manage partners and partner contacts MOBILE APP COMPOSER Customize the Enterprise Mobile app using Mobile App Composer, a new administration module within Application Composer. Mobile App Composer provides an array of configuration options that allow implementation consultants and administrators to do the following: Drag-and-drop application objects and attributes to tailor a mobile page layout Add custom fields to object pages and select display options based on field type, such as dynamic choice list, ordered choice list or checkbox Add conditional fields that render when designated conditions are met Preview layout configurations real-time on a mobile canvas Use a sandbox to test and verify configuration changes Add custom actions and links Add field groups 10

11 ORACLE SALES CLOUD MOBILE For Release 12, the classic mobile app, Oracle Sales Cloud Mobile, offers enhancements for sales teams. To take advantage of mobile innovations, enable greater usability and boost productivity for your mobile sales team, review and consider transitioning to the Oracle CX Enterprise Mobile app. ASSETS SUBTAB See a complete view of accounts, including assets. From the new Assets subtab on the Account details page in the Oracle Sales Cloud Mobile app, you can do the following: View a list of assets associated with an account. You can choose to view active assets, inactive assets or all assets. Add an existing product or product group to an account as an asset. View and edit asset details. Remove an asset from an account. DEFAULT SAVED SEARCH FOR LISTS Designate a default saved search to define the default list of records shown on account, contact, opportunity and other object pages within the Oracle Sales Cloud Mobile app. Saved searches on mobile pages operate in the same way as saved searches on simplified pages, allowing you to use default searches as well as show or hide a saved search. CALL REPORT CUSTOMIZATION Customize call report create and edit views used in the Oracle CX Cloud Mobile app. Using Mobile App Composer, you can add or remove standard or custom fields and include custom objects related to the Activity object. DYNAMIC LAYOUTS BY COUNTRY Define country-specific page layouts for the Oracle CX Cloud Mobile App. Reps will see the appropriate page layout in the mobile app, based on their country preference setting in Oracle Sales Cloud. COMPLETE OFFLINE READ AND WRITE Use the Oracle CX Cloud Mobile Application in areas with poor or no network connectivity. You can view records from Sales Cloud or Engagement Cloud which are stored locally on your smartphone. You can also create or update contacts, opportunities or custom objects. When you reconnect to the network, all offline changes are then synced to Oracle Sales Cloud. The data stored by the Oracle CX Cloud Mobile application is stored secured and associated to logged-in user. If your business requires that a different user be able to access the data on the device, the user 11

12 must have privileged access granted through the security console. If a different user without privileged access attempts to log into the device, then all data on the device will be erased. NAVIGATION PANEL CUSTOMIZATION Customize the navigation panel in Oracle CX Cloud Mobile. You can add new menu items or remove existing menu items that appear on the side navigation panel. 12

13 SALES ANALYTICS Oracle Sales Cloud offers embedded sales analytics to drive business decisions, identify key events, guide sales activities and improve deal performance. Release 12 extends core sales analytics capabilities with additional reporting options and subject areas, new prebuilt reports and additional analytics pages on the configurable sales homepage. View important sales analytics enhancements in the Core Sales Force Automation, Engagement Cloud and Partner Relationship Management sections of this document. DATA VISUALIZATION Enable self service exploration of data for all business users and analysts without the involvement of IT. Oracle Data Visualization connects data from Oracle s cloud applications, on premises or 3rd party applications, and spreadsheets, enabling quick access to multiple data sets. Sales executives, managers and even reps can simply drag and drop to see their data visualized automatically and can use filters and search to gain detailed insights. With storytelling and narration capabilities, team members can share their findings so others can understand and build upon the insights to tell their own stories and increase the collective analysis. ADDITIONAL ANALYTICS PAGES Embed analytics content and build dashboards onto additional real estate on the Oracle Sales Cloud homepage. Sales administrators can create up to five additional pages with embedded analytics content and grant access to each page by job role. The layout of each page can be customized to include a single report, multiple reports, or an entire dashboard. Sales Administrators can enable or disable analytics pages and corresponding navigation links. HIERARCHICAL DIMENSIONS FOR SALES REPORTS Combine standard and custom subject areas and summarize hierarchical dimensions associated to primary sales objects, including accounts, partners, resources, and territories. Combined reports enriched with hierarchy data offer advanced insights. For example, a report combining custom order history information and account data can now rollup information for all of the organizations associated with the account. 13

14 CORE SALES FORCE AUTOMATION Core Sales Force Automation (SFA) enhancements are designed to meet the essential needs of sales reps and sales managers and give them access to customer and sales information. Release 12 empowers sales reps and sales managers with tools for greater efficiency such as task templates for activities and mass update for leads and opportunities. A new analytics subtab for activities and new forecasting reports offer greater access to information. Additional content types for Sales Lightbox give sales reps the opportunity to share more content and sell more effectively. QUOTES AND ORDERS Access quotes and orders associated to accounts and opportunities in Oracle Sales Cloud with CPQ Cloud integration. SUBTAB CUSTOMIZATION Tailor the related Quotes list and subtab on the accounts and opportunities pages based on user role or an advanced expression. For example, the Quotes list may be configured to display a selected set of columns for sales reps and display a different set of columns for channel account managers. In addition, sales administrators can use advanced logic to control the layout of the Quotes subtab. For example, administrators can configure the page layout to hide the Create Quote button when an opportunity is closed. 14

15 ACCOUNTS, CONTACTS AND HOUSEHOLDS Build solid business relationships with a complete and accurate view of your accounts, contacts and households. ADDITIONAL NAMES View and edit additional names for accounts and contacts using Oracle Sales Cloud s simplified pages. Additional names include legal name or abbreviated name for companies and preferred name for contacts. AUXILIARY CLASSIFICATION Assign account, contact or household classifications with greater flexibility using Oracle Sales Cloud s simplified pages. In complex sales enterprises, different lines of business often use different classifications to segment customers for their specific sales purposes. Sales reps can now select up to three different classifications for accounts, contacts and households. Sales administrators can use the classification values for automated territory assignment. ANALYTICS SUBTABS FOR CONTACTS View contact-related reports directly on the Contacts home page. Three, new analytics subtabs for Contacts pages offer insights that are particularly useful for business-to-consumer sales. You can add the additional subtabs to the Contacts home page and can use Page Composer to populate the subtabs with reports. WEB SERVICE ENHANCEMENTS FOR INDUSTRY AND ORGANIZATION TYPES Use a single Web service call to manage multiple values for industry and organization types and classifications. New enhancements enable integrators to use the SOAP or REST service framework to do the following: Create or update an account with a primary industry value and organization type Add, update, or delete industry or organization codes, including primary industries or organizations using the update operation Specify multiple categories and codes for account, contact, and household records Access classification details, including code meaning and description. 15

16 CALENDAR AND ACTIVITIES See all of your activities in one place and quickly add appointments, create tasks and log calls related to your accounts, contacts, households, partners, leads and opportunities. ACTIVITY TASK TEMPLATES Leverage defined task templates to create multiple tasks with one click. You can set up task templates and expose the Create Tasks from a Template option on the Activities subtab for opportunities. ANALYTICS SUBTABS FOR ACTIVITIES View activity-related reports directly on the Activities home page. Three new analytics subtabs are now available for activities. You can add the subtabs to the Activities home page and can use Page Composer to populate the subtabs with reports. SOCIAL COLLABORATION FOR ACTIVITIES Collaborate with your team to join, view and participate in conversations related to any activity, including call reports, tasks and appointments. With Oracle Social Network integration, you can share call reports and details of upcoming events, collaborate on tasks and drill down to see important details. NOTIFICATIONS FOR TASK AND APPOINTMENT OWNERS Receive notifications when you change tasks and appointments that you own. A new profile option offers notifications for owner-initiated changes and includes an option to send an that includes an.ics calendar attachment to keep external calendars synchronized. 16

17 LEADS Manage the entire life cycle of sales leads from the initial contact to conversion. MASS LEAD UPDATE Update multiple leads at once using Oracle Sales Cloud s simplified pages. From the leads list, sales reps can now update up to four attributes on multiple leads with a single operation. CONFIGURE MASS ACTIONS Show, hide or reorder the mass actions that appear on the Leads list page. Mass actions offer the option to act on multiple leads at once, for instance accept, reject, assign or update the selected leads. OPPORTUNITIES Track the full life cycle of an opportunity, from creation through every stage until it's closed. TERRITORIES LIST View assigned territories and associated territory team members on the opportunity team using Oracle Sales Cloud s simplified pages. MANUAL TERRITORY ASSIGNMENT Sales administrators can manually assign a sales rep s territory to an opportunity line when the territory is not assigned automatically. Manual assignment allows sales reps to forecast an opportunity immediately while the territory setup is being reviewed and updated. MASS OPPORTUNITY UPDATE Update multiple opportunities at once using Oracle Sales Cloud s simplified pages. From the opportunities list, sales reps can now update up to four attributes on multiple opportunities with a single operation. 17

18 SALES FORECASTING View, manage and submit forecasts from your desktop or mobile devices. Embedded analytics provide information that you can use to improve the accuracy of your forecasts. TREND GRAPH See the trend of forecasted and won revenue over time and compare it to quota. The Trend graph can be displayed on the Forecasts home page. SALES REP ADJUSTMENTS Allow sales reps to make revenue or quantity adjustments to forecast items within their territory. The option to allow sales reps to make adjustments requires a one-time configuration during the initial setup. Only sales managers can make adjustments at the territory or product level. DROPPED ITEMS View all of the items that have been manually excluded from the forecast, despite meeting the preconfigured criteria for inclusion in the forecast. Sales reps and sales managers can view dropped items and can add the items back into the forecast, if necessary. SWITCH FORECAST Save navigation time and effort by switching to the previous or next forecast from the forecast details page. SWITCH CURRENCY Change the forecast currency directly from the forecast details page. A drop-down list accessible from the Actions menu allows sales reps and sales manager to easily select the appropriate forecast currency while viewing the forecast. The selected currency will remain in effect for as long as the user remains in the context of the forecast details page. The switch currency option does not extend to any custom reports embedded in the forecasting details page. ADJUSTMENT NOTES Add and edit notes to explain forecast adjustments. Sales reps and sales managers can add notes at the item or territory level. Each note shows the author and timestamp. Adjustment notes added by sales reps or sales managers at a lower level in the territory hierarchy can be viewed by individuals at the parent or ancestor territory levels. 18

19 FORECAST IMPERSONATION Sales managers and sales administrators can now edit forecasts for subordinate territories as if they were the owner of that territory. The forecast territory owner can see any edits made to the subordinate forecast through impersonation but they can t see edits made to a higher-level territory forecast. 19

20 SALES LIGHTBOX Sales Lightbox provides a library of presentation slides and other content. Sales teams can create and assemble new presentations from multiple slides or access other content using a simple shopping cart experience. ADDITIONAL CONTENT TYPES Share additional content through Sales Lightbox. Release 12 expands content options beyond presentation slides. You can now upload, view, download, share and search HTML5 microsites, PDF documents and images (JPG and PNG file types). 20

21 PRODUCTS AND PROMOTIONS Create a catalog of products for sales reps to select from when they enter opportunities and leads. BROWSE PRODUCT CATALOG Find relevant products by browsing through the product hierarchy. Search capabilities also allow sales reps to find products by keyword. PRICE BOOK EXPORT Export price book information for import into other applications for closer integration and seamless workflow between applications. RESTFUL WEB SERVICES FOR PRODUCT GROUPS Integrate with external systems and manage the sales catalog without accessing the user interface. New, RESTful Web services for product groups allow you to create, modify and delete product groups, associate sub-groups or products with a product group, and read or retrieve published versions of product group information using Web services. 21

22 PRODUCTIVITY APPS FOR With Oracle Sales Cloud for Outlook, IBM Notes, and Gmail, you can access Oracle Sales Cloud data within your application. Release 12 offers new integration with Google Gmail and new enhancements to Oracle Sales Cloud for Outlook. ORACLE SALES CLOUD FOR GMAIL PREVIEW The preview version of Oracle Sales Cloud for Gmail enables sales professionals to manage their s, contacts and appointments from within Google Gmail and share data easily with Sales Cloud. CONTACTS AND APPOINTMENTS Maintain Oracle Sales Cloud contacts and appointments from within Google Gmail. Using Oracle Sales Cloud for Gmail, sales reps and sales managers can: Select which contacts and appointments they want to maintain within Google Gmail. Associate Google calendar appointments with corresponding Oracle Sales Cloud accounts, opportunities or leads. View Oracle Sales Cloud contact details for Google Contacts directly within Gmail. SHARED S WITH ATTACHMENTS Select s to be saved as activity tasks in Oracle Sales Cloud and link s to corresponding accounts, opportunities or leads. When saved, key details such as subject, body and attachments are preserved within the task record in Oracle Sales Cloud. EASY DEPLOYMENT AND UPGRADES Receive automatic upgrades for Oracle Sales Cloud for Gmail. Oracle Sales Cloud for Gmail uses Chrome browser extensions, available for installation from the Chrome Web store. When you use those extensions, upgrades are automatically applied to the Oracle Sales Cloud for Gmail Chrome extension. 22

23 ORACLE SALES CLOUD FOR OUTLOOK Oracle Sales Cloud for Outlook enables sales professionals to manage their Sales Cloud contacts, tasks, appointments, accounts, leads and opportunities from within Microsoft Outlook. SANDBOX Implement and test your Outlook customizations within a sandbox without impacting other users. When all changes are complete and accurate, you can publish the sandbox for all users. CASCADING FIXED CHOICE LISTS Add fixed choice lists with cascading dependencies to Outlook. Cascading choice lists allow you to create a custom field with a fixed list of choices. You can then add another, dependent fixed choice list that shows different values based on the selection made in the first choice list. INCREASED DESCRIPTION SIZE Save and view longer messages within Oracle Sales Cloud. The size of and activities description fields has been increased from 4,000 characters to 32,000 characters. MANDATORY ADDRESSES Make address completion mandatory within Oracle Sales Cloud for Outlook. Using Application Composer you can designate account address fields as required fields. 23

24 ORACLE ENGAGEMENT CLOUD Oracle Engagement Cloud combines Oracle s sales and service capabilities in one solution with a unique combination of sales automation, service request management and knowledge management. Using Engagement Cloud, sales and service professionals can deliver consistent answers to customer questions and ensure that issues are resolved efficiently and effectively. Organizations can improve customer satisfaction and loyalty while enabling up-sell opportunities, particularly for high-touch and high-value customer engagements. Capture, manage, and share service issues related to accounts, contacts and partners. View a list of service requests for a particular account or contact. Create and update service requests from the account or contact pages. Capture details about a customer issue including the problem description, associated account and contact, product, category, asset and severity. Track internal notes and tasks associated with service requests. Compose responses to customer contacts that answer questions or request more information. Associate any number of resources to a service request in order to resolve the issue. Use Oracle Social Network to facilitate team collaboration and document sharing for service requests. Configure lists of service request data and save frequently used searches. Role-based security enables you to filter a list of service requests by SR creator, team membership, queue membership or reporting hierarchy. Service organizations can create a custom hierarchy of categories and product groups to classify service requests for easy search, assignment and reporting. As with any standard object, you can use Application Composer to configure and customize the Service Request object to include custom fields and relationships, customize business logic and configure page layouts. SERVICE QUEUES Define any number of queues to organize your service requests and associate your service resources with each queue. Configurable assignment rules offer the option to automatically assign service requests to the appropriate queue. When a service request is assigned to a queue, any available resource associated with the queue can search for and view open service requests, take ownership and begin resolving the issue. Internal resources can update the queue and status as they work through the service request with the customer. KNOWLEDGE FOR SERVICE REQUESTS Author, revise and publish knowledge articles to help resolve service requests. Knowledge authors can create content in multiple languages and can categorize knowledge articles by product and category to 24

25 improve search. Article versioning allows the author to review previous versions of an article and compare the current version side by side with a previous version. After articles are published, sales and service reps can: Search knowledge articles within the context of a particular service request. See the most relevant knowledge articles based on the service request context, such as the title, product and category. Find the most relevant knowledge articles using the natural language search engine. Link a knowledge article to a service request. Insert text from a knowledge article into the body of a response to the customer. Mark selected articles as favorites for easy access in the future. SERVICE-RELATED PRODUCT CATALOGS Create a service-specific catalog to identify the product groups and products that can be associated with service requests. The new Service product catalog option makes it possible to display a different set of items than the sales catalog. When sales and service reps associate product groups or products to a service request, the product selector shows only those products defined under the service product catalog, providing a simpler hierarchy to navigate. PREBUILT SERVICE REQUEST REPORTS Gain visibility into customer service activity with new, prebuilt infolets and detailed reports. The following reports provide valuable information about service trends and critical issues: Critical SRs Shows open service requests marked with a critical status Unassigned SRs Shows the queue of unassigned service requests SRs Pending Action Shows the number of service requests assigned to each agent that are pending action and highlights the service requests that have been pending action for the longest time Pending tasks Shows any open tasks associated to service requests My Team s Average Time to Resolve SRs - Calculates the trailing twelve-month average time it takes a team to resolve service requests Average Time to Resolve SRs Calculates the average time it takes each agent to resolve assigned service requests ANALYTICS SUBJECT AREAS FOR SERVICE REQUESTS Build custom reports that enable your organization to measure customer and partner service request activity. This release introduces three new real-time subject areas: Service CRM Service Requests Real Time Monitor service request metrics including the number of open service requests, number of service requests by status, and the median, 25

26 average and total time taken to resolve the service request. Analyze these metrics by dimensions including customer, contact, partner, resource, product, asset, queue, category and time. Service CRM Service Request Resource Real Time Analyze service requests associated with a set of resources, whether that resource is the primary owner or a secondary team member. Service CRM Service Request Messages Real Time View the number of messages associated with service requests, including customer entries, agent responses, internal messages and system messages. This subject area is useful for identifying service requests that have a high number of messages or where follow up is needed. SERVICE REQUESTS FOR PARTNER RELATIONSHIP MANAGEMENT Using Oracle Partner Relationship Management and service requests, partners can view service requests for their partner account in a list and submit new service requests to the brand owner to get deal support or raise questions. Partners can also act as intermediaries by opening service requests on an end-customer s behalf. Channel account managers can see partner service requests and can disposition them efficiently, either by responding directly to the partner contact or by assigning the issue to another resource for resolution. 26

27 PARTNER RELATIONSHIP MANAGEMENT Oracle streamlines partner relationship management (PRM) and indirect sales processes to increase the value of the partner network. With Release 12, partners can convert qualified leads to deal registrations. Prebuilt reports for channel managers and new analytics subject areas offer more insight into sales channels. LEAD-TO-DEAL CONVERSION Allow partners to claim and qualify leads in Oracle Sales Cloud and then convert qualified leads to deal registrations that both partners and channel account managers can access. Upon conversion, lead details are copied over to the deal registration and deals are associated with the lead, where they are viewable from the Lead Deal subtab. PREBUILT REPORTS FOR CHANNEL MANAGERS Track and manage Marketing Development Funds (MDF), business plans and budgets using prebuilt reports designed specifically for channel account managers and channel sales managers. MDF Infolet Shows the total revenue for MDF requests pending approval. The MDF infolet is available on the channel account manager dashboard and channel sales manager dashboard. MDF Summary Shows the revenue totals for all MDF requests submitted, pending approval, and approved and all claims pending approval, approved, and paid by quarter, rolled up by fiscal year. MDF Budget Summary Shows the available budget amounts as well as the revenue totals for approved budget requests, submitted claims, claims pending approval, rejected claims, approved claims and paid claims by quarter, rolled up by fiscal year. Business Plan Objectives Shows the business plan objectives as a percentage of the target objectives versus the actual objectives reached. The Budget Request Summary report is shown on a tab within the Business Plan edit page and can be accessed from the Analytics page. Partner Hierarchy Roll Up Shows revenue totals for open leads, open opportunities and pending deal registrations for each partner, rolled up to each level of the partner hierarchy. Each report offers two role-specific versions. Channel account managers see the data specific to their partners. Channel sales managers see data for their assigned partners as well as the partners assigned to their team members. ANALYTICS SUBJECT AREAS FOR PRM Build custom reports that offer insight into your organization s partner programs, business plans and Marketing Development Funds (MDF), as well as better visibility into opportunities to partners. 27

28 SALES CONTRACTS Oracle Contracts provides a comprehensive solution for managing sales contracts. Release 12 provides a new, modern user interface that makes it easier to create and manage contracts. Oracle Social Network integration facilitates team collaboration during contract negotiations. Web services enhancements offer closer integration with other systems. SIMPLIFIED USER EXPERIENCE FOR CONTRACTS Create and manage contracts efficiently using Oracle Sales Cloud s refreshed contracts interface. The new UI provides a clean, modern user experience with redesigned components and fewer nested borders and lines. SOCIAL COLLABORATION FOR CONTRACTS Collaborate with your team to solve contract issues and track past conversations directly from the contract. With Oracle Social Network integration, you can initiate a conversation, view existing conversations, and invite other participants into the conversations while editing a contract. You can also add documents to the conversation and allow other participants to review, edit and comment on them. Related conversations about the same contract can be initiated with a separate set of members. VARIABLE VALUE CHANGE SUMMARY Make informed approval decisions with insight into potentially critical changes made during the amendment process. The Contract Amendment Summary now highlights changes made to the values of variables embedded within the clause language, in addition to changes made to the clauses and sections of the structured terms. APPROVALS FOR LEGAL LANGUAGE MODIFICATIONS Include contract approvers in the approval process only when there are new or modified contract terms. An enhanced approval workflow makes it possible to route contracts to reviewers who must approve the legal language only when there is a change to contract terms. CONTRACT EXPERT RULE REACTIVATION Revise and reactivate disabled contract expert rules and then use those rules to select contract terms templates and clauses and drive policy deviations. The capability to reinstate rules with their original rule names is helpful for reporting across business units. 28

29 ATTACHMENTS THROUGH WEB SERVICES Store and retrieve attachments to contracts using Web services. Terms and conditions and other contract documents now flow through the approval process with sales contracts created via Web Services. The documents must be stored as attachments and categorized as a Primary Contract Document, Supporting Document, Approval Abstract, Contract Image or Contract. NAME PARAMETERS IN WEB SERVICES Use contract Web services with object names rather than ID numbers as part of the input payload to simplify the process and save time. For example, you have the option to use the party name instead of party ID. SUPPORT FOR MICROSOFT 2013 Use Microsoft Word 2013 to author and edit contract terms. You can download terms and conditions to Word, edit, and then upload the updated text back to Sales Cloud. You can also use Microsoft Word to edit clause text for the Terms Library while offline. 29

30 SALES PERFORMANCE MANAGEMENT Sales Performance Management (SPM) enables companies to improve sales effectiveness, streamline incentive compensation and achieve targeted revenue goals. With Release 12, quota and territory management has been enhanced with easy-to-use pages and new reporting options. Objectives-based performance incentives, a credit eligibility research assistant and many other enhancements enable organizations to effectively manage incentive plans and reduce administrative costs. QUOTAS Define sales goals to align with top-down sales objectives based on revenue or product groups, set quotas, and track sales performance against these objectives. ENHANCED DATE VALIDATION Set quotas for periods prior to the resource start date or territory quota start date. Date validation is now optional, which allows sales teams to allocate quotas for the current fiscal year regardless of when sales people and their territories were created. CUSTOM REPORTS ON QUOTA PAGES Embed custom reports within quota management pages and pass the territory or resource context to the custom reports. With embedded reports, sales managers gain valuable insights in the context of their work. STREAMLINED QUOTA ALLOCATION Allocate annual and period territory quotas using Oracle Sales Cloud s simplified pages. With a single action, organizations with simple quota allocation needs can publish both annual and period quotas and copy territory quota information to resources. 30

31 TERRITORY MANAGEMENT Set up sales territory models efficiently and evaluate the effectiveness of your territories to increase sales performance. TERRITORY METRICS ENHANCEMENTS Use the following enhancements to more effectively balance and analyze territories: Territory metrics now reflect the inclusions and exclusions of accounts on territories. These metrics allow organizations to more accurately balance territories by moving accounts from one territory to another and display the quantitative impact of account moves. The Analytics tab now appears as the last tab in the analysis section to enable more effective territory analysis. The Show / Hide Metrics button now controls only the metrics columns in the Territories tree table, the button does not control the analytics display. INCENTIVE COMPENSATION Incentive Compensation empowers organizations to streamline the rollout of new plan initiatives, provides productivity tools to reduce administrative costs and presents relevant business insights to drive sales performance. OBJECTIVES-BASED PERFORMANCE INCENTIVES Implement variable pay compensation plans to offer objectives-based performance incentives. Also referred to as Management by Objectives (MBO) plans, objectives-based performance incentives help organizations manage the entire lifecycle including the definition of measurable objectives, plan design and distribution, objective performance scoring, and incentive credit and earnings calculation. Objectives-based performance incentives can be used when the sales cycle is long, to launch new products, to promote best practices, and to offer incentives for participants that are not directly tied to sales, such as customer service agents. PARTICIPANT PERFORMANCE SUBJECT AREA Design business intelligence reports using the new Participant Performance subject area. This new subject area combines metrics previously offered in multiple subject areas. RESEARCH ASSISTANT Troubleshoot credit eligibility errors and test incentive compensations plans using the new Research Assistant. Plan administrators can use the Research Assistant to test incentive compensation plans before copying them to production. Incentive compensation managers and analysts can analyze any ongoing issues to resolve them quickly. Using the Research Assistant, you can: 31

32 Search for and select credits that have an eligibility error. Analyze errors using the Research Assistant diagnosis. Determine the corrective action needed to resolve the eligibility issue. Most corrective actions can be taken within in the Research Assistant user interface. CONSOLIDATED TRANSACTION PROCESSING Submit one process to manage the full transaction lifecycle. From collecting transactions, crediting, classification, all the way through calculation, this one process will automatically select and submit the required processes for your business unit, deploy rules and plans, import pending files for currency conversion rates and participant goals, and compile statistics for display in the Credit and Earnings work area. TRANSACTION STAGING TABLE DATA PURGE Purge transactional staging table data when you run all transaction processes. You can also clear invalid transaction data in the staging table periodically to keep the data tables clean. ANALYST GROUPS Expand participant coverage using analyst groups. Previously analysts could only access those participants directly assigned to them or all participants in the business unit. Analyst groups provide a middle ground where a group of analysts can manage a group of participants. With access to the Participant Snapshot and Payment work areas, analysts can manage participant information, initiate and resolve disputes, and create and adjust paysheets for any participant assigned to the analysts in their group. AUDIT REPORTS Review changes made to many of the Incentive Compensation business objects. You can enable auditing for a period of time and can indicate which attributes will be tracked. The internal auditor can review the audit reports for the following: Compensation Plans Plan Components Performance Measures Direct Assignments Role to Plan Assignments Participant Role Assignments Manual Payment Adjustments 32

33 PAYSHEET NOTES Add a series of detailed notes to paysheets. In addition to adding simple comments, you can now carry on a conversation, record more detailed explanations for adjusting or holding payable items, or record your review thoughts. Each note includes the author, note type and comments, a private or public indicator and the date. ADDITIONAL ATTRIBUTES FOR PAYMENT EXPORT Include newly available attributes in your payment export or use them as filter criteria. Newly available attributes include payment batch name, pay group name and participant date-effective attributes enabled through flexfields. PLAN DOCUMENT ASSIGNMENT AT THE PLAN LEVEL Assign a plan document template at the plan level in order to tailor plan documents for specific plans. When the plan is routed for acceptance, the plan document generates based on the BI Publisher template assigned to the plan. If a majority of the plans use the same plan document template, you can set a default template for your business unit. PARTICIPANT TYPE ERROR CORRECTION Correct the participant type value using the Import and Update Participant Details option. The Participant Type column is now available on the Import and Update Participant Details template so you can correct errors in the participant type field. Simply add the participant information and the correct participant type value to the source file using the template and import. 33

34 CUSTOMER DATA MANAGEMENT Oracle Customer Data Management allows organizations to consolidate and maintain a best version customer profile that sales reps and sales managers can trust. Release 12 brings greater security for personally identifiable information with additional security for select attributes, global data enrichment, and additional data management enhancements. PERSONALLY IDENTIFIABLE INFORMATION Data or information that is used to uniquely identify, contact or locate a person is called Personally Identifiable Information (PII). This includes data such as social security number, home address, bank account numbers, phone numbers and more. To help organizations meet legal regulations, limit liability and safeguard personal reputations, Oracle provides a method to protect this confidential and sensitive information and prevent unauthorized use. Additional security for PII includes specific privileges to secure select attributes. Organizations can now add view or manage privileges to job roles within the security console as needed. Having one privilege for each of the following attributes prevents inappropriate access or data use: Home Address Home Phone Number Personal Address Taxpayer Identification Number (Social Security Number) Citizenship Number Additional Identifiers such as Residency Number, Club Membership ID, Personal Identification Number or Health Insurance Number GLOBAL DATA ENRICHMENT Oracle Data as a Service (DaaS) now offers global company and contact data for Oracle s existing set of United States companies and contacts. Sales reps can now enrich non-united States contacts and accounts in real time and sales administrators can run batch enrichment using bulk import and export templates. Oracle DaaS uses Dun & Bradstreet as the primary source for enrichment with data for more than 200 countries. ACCOUNT AND CONTACT PROFILE HISTORY Audit changes to account or contact records from the Party Center on the Profile History page. Oracle Customer Data Management captures changes to account or contact profile data, including login, date, source system, old value and new value. 34

35 MULTIPLE DUPLICATE IDENTIFICATION REQUESTS Manage multiple duplicates at once by selecting one or more duplicate identification requests for processing using manual review or auto merge. You can manage duplicate identification requests within the Duplicate Identification work area. 35

36 CX INDUSTRY SOLUTIONS Oracle CX industry solutions leverage the Oracle CX Cloud Suite and Unified CX Platform to address distinct industry-specific requirements. Powerful, preconfigured industry solutions are currently available for High Tech and Manufacturing, Financial Services, Consumer Goods, Communications, and now, Higher Education. With Release 12, Oracle is introducing a new industry solution for Higher Education institutions and offering expanded capabilities for each industry solution. Sales reps in the Consumer Goods industry can now extend their reach with a powerful Retail Execution mobile app. For the Financial Services industry, the addition of Oracle Engagement Cloud enables bankers to manage customer service issues and improve their customers experience. Further integration with Siebel CRM gives reps in the Communications industry the ability to create financial profiles and associate billing profiles for customers. INDUSTRY-SPECIFIC SUMMARY BOXES Create custom summary boxes for industry-specific objects and incorporate them into the configurable overview pages for accounts, contacts, households and partners. All available top-level industry objects and industry-specific child objects for account, contacts, households, and partners can be used for summary boxes. HIGH TECH AND MANUFACTURING Oracle CX for High Tech and Manufacturing Sales Cloud helps global manufacturers sell effectively and manage both direct and channel sales processes with streamlined lead-to-quote-to-order sales execution for direct and partner sales forces. A task-based mobile solution enables sales reps to share sales activities and increase productivity. Channel account managers can plan and monitor channel activity using account planning, partner incentives, and partner loyalty programs. Partners can participate in manufacturer marketing, incentive and loyalty programs, receive qualified leads, leverage content and templates and access the breadth of product knowledge available to manufacturers. OPPORTUNITY HIERARCHY Organize opportunities into a hierarchical structure to manage complex, multi-phase and crossdivisional sales initiatives. Opportunity hierarchies support an unlimited number of children and ancestry. 36

37 FINANCIAL SERVICES Oracle CX for Financial Services Sales Cloud provides a complete view of customer information, including financial data and interactions that bankers can use to build a personalized relationship with each customer and offer financial products and services that best suit a customer s unique needs. Offered with Release 12, the addition of Oracle Engagement Cloud allows banks to manage customer service issues and improve their customers experience. ENGAGEMENT CLOUD INTEGRATION Manage customer service issues and deliver positive customer experience. Oracle Engagement Cloud extends Oracle CX for Financial Services with service request management and knowledge management capabilities that enable financial institutions to better serve customers. For more information about the capabilities offered, see the Oracle Engagement Cloud section of this document. TOP 5 PRODUCTS REPORTS Gain insight into the top five financial products for open leads and open opportunities. The Top 5 Products reports are now available for the Banker and Bank Manager dashboards. NEEDS ANALYSIS Assess customer needs and recommend financial products based on the customer s financial situation using Needs Analysis. In Release 12, Needs Analysis is available from the leads and opportunities pages. Bankers can conduct needs analysis interviews during lead qualification and then access those interviews throughout the opportunity management process. USABILITY ENHANCEMENTS Increase user adoption with a simple and seamless user experience. Release 12 offers greater usability with the following enhancements: New, intuitive icons for the financial accounts and transactions objects New placement of the Financial Accounts Snapshot New screen in the Needs Analysis interview that shows a mortgage payment breakdown and payment schedule CONSUMER GOODS Oracle CX for Consumer Goods Sales Cloud is a comprehensive industry solution that includes retail execution management and tools for retail execution specifically designed for retail sales reps. Release 37

38 12 offers enhancements to the retail execution management solution, a new Retail Execution Mobile app designed for Android devices and updates to the Retail Execution Tablet App designed for ipads. RETAIL EXECUTION MANAGEMENT The retail execution management solution enables sales administrators and managers to set up and manage the products, price books, inventories, survey templates, store visit tasks and store visit appointments required for merchandising and direct store delivery. DYNAMIC SURVEY TEMPLATES AND SURVEY RESULTS Create dynamic account and promotion audit survey templates and associated them with individual accounts using Oracle Policy Automation Cloud. Sales reps can view and complete surveys within the Retail Execution Tablet App and Retail Execution Mobile App during store visits. Sales managers and account managers can view survey results within the Oracle Sales Cloud Web application. DIRECT STORE DELIVERY To enable and support direct store delivery for sales reps using the Retail Execution Tablet App and Retail Execution Mobile App, sales administrators and managers can do the following in the Web application: Import distribution centers Add vehicles and assign them to distributions centers Assign sales reps to vehicles and distribution centers Assign shipments to store visits for delivery View orders RETAIL EXECUTION MOBILE APP Available in both online and offline modes, the new Retail Execution Mobile App helps retail sales reps manage merchandising and direct store delivery processes. Using their Android mobile devices with the Retail Execution Mobile App, retail sales reps can do the following: View a list of appointments for store visits Review a guided task list for each store visit Prepare for the store visit using the Account 360 Check in to begin the store visit Audit inventory Present promotions and add promotional items to the shopping cart Capture signatures on the shopping cart Submit shopping cart items to create an order View and complete account surveys 38

39 View and complete promotion compliance audit checks Update orders Update their van inventory View order shipments Deliver orders Generate and print order invoices Cancel orders Return products Check out to end the store visit Mark tasks as complete You can use Application Composer to extend the mobile app by defining and exposing custom objects and fields. RETAIL EXECUTION TABLET APP Available in both online and offline modes, the enhanced Retail Execution Tablet App helps retail sales reps do the following to manage key processes: View and complete account surveys View and complete promotion compliance audit checks Update orders Update their van inventory View order shipments Deliver orders Generate and print order invoices Cancel orders Return products You can use Application Composer to extend the tablet app by defining and exposing custom objects and fields. ACCOUNT AND PROMOTION SURVEYS Create and manage survey templates using Oracle Policy Automation Cloud. Retail sales reps can complete surveys using the Retail Execution Tablet App and the Retail Execution Mobile App during retail store visits. Surveys can be used for in-store assessments to analyze new product launch performance, verify product placement, and audit promotion compliance. For each survey, you can: Configure a list of questions with response options for each question Create dynamic or guided questions and responses 39

40 Set survey duration to run a survey within a set start and end date Set survey frequency to periodically run the survey for a given account ACCOUNT 360 INFOLETS Gain valuable intelligence during a store visit. Available within the Retail Execution Tablet App and the Retail Execution Mobile App, the following series of new infolets offer quick snapshots related to accounts: Sales vs. Target Shows target account revenue compared to actual account revenue for the current quarter. The infolet also displays the revenue gap between actual sales and target sales. Tapping the infolet displays a detailed report that shows target and actual sales by month. In-Flight Promotions Shows the number of current promotions that generated at least one order and the total amount of the orders that originated from those promotions. Tapping the infolet displays a detailed report showing the order amount associated with each promotion. Sales Trend Shows the number of total orders and the total order amount for the current account, in the current quarter. Tapping the infolet displays a chart of monthly sales amounts compared to the same period last year. Eligible Promotions Shows the number of eligible promotions in the current quarter for the current account. Tapping the infolet displays a list of eligible promotions for the current account. Tapping any of the eligible promotions listed on the detailed report displays a list of the product groups and products associated with that promotion. 40

41 COMMUNICATIONS Oracle CX for Communications Sales Cloud is a comprehensive and integrated industry solution for communications service providers that increases sales force adoption with an easy-to-use interface tailored for sales reps and sales executives. The solution includes best practice industry processes, prebuilt industry extensions and integrations and analytics. With Release 12, sales teams can track billing and financial details for their customers. Billing and Financial profiles are essential to back-end core billing and payment processing systems and are needed to verify customer credit ratings. Siebel customers can accelerate their digital and cloud transformation with the addition of new integrations. In addition, Oracle CX for Communications now allows updates to existing opportunities in Oracle Sales Cloud from quotes in the Siebel application. FRAUD PROFILE MANAGEMENT Create a fraud profile for an account. Fraud may happen during the usage of services, such as unauthorized or excessive calls or unusually large bill amounts. The Fraud profile allows sales reps to set fraud thresholds on behalf of the customer. When exceeded, the threshold triggers a fraud alert. FINANCIAL PROFILE MANAGEMENT Create a financial profile for an account that contains the bank account information, credit rating, and DUNS number. Financial Profile information, such as account name and DUNS number, can be passed to third-party credit check systems for credit verification. BILLING PROFILE Associate billing profiles with an account to streamline the customer experience. Billing profiles contain information, such as billing frequency, bill type, and billing cycle, that can be viewed by sales teams and passed to back office systems for bill processing. Accounts can have one or more associated billing profiles, with one marked as the primary billing profile. INTEGRATIONS WITH SIEBEL CRM Oracle CX for Communications offers streamlined sales processes through integration with Siebel CRM. Release 12 offers enhancements to those pre-built integrations. SHARED ADDRESSES Use the same address for multiple accounts and contacts. New identifiers and cross referencing capabilities make it possible to share addresses for accounts and contacts between Siebel CRM and Oracle Sales Cloud. When you create or update accounts or contacts in Siebel CRM or Oracle Sales Cloud, the information is synchronized between the two applications and the location ID is stored for cross reference. 41

42 QUOTE-TO-OPPORTUNITY UPDATES Get the most updated quote information from Siebel. During update operations, details from Siebel quotes now update Oracle Sales Cloud opportunities automatically. HIGHER EDUCATION Higher Education institutions must deliver modern, consumer-like experiences that match the way today s students interact and engage with one another. Oracle CX for Higher Education includes social media tools, personalized and individualized inquiry management, and immediate access to information and resources. Today s institutions of Higher Education must implement solutions that build relationships with students and all constituents, rather than simply processing transactions. STUDENT RECRUITING Attract and enroll the right students: students who will participate, thrive and continue on to graduate and grow into successful, engaged and generous alumni. Oracle Student Recruiting is a comprehensive solution designed to provide the modern capabilities that institutions need to recruit targeted students. OUTREACH AND ENGAGEMENT CAMPAIGNS Generate personalized and targeted multi-channel outreach and marketing campaigns. Campaigns can be used to promote the institution, publicize programs and encourage eligible prospects to apply and enroll at the institution. Lead scoring and digital profiles enable recruiters to provide personalized follow-up. SOCIAL LISTENING AND ENGAGEMENT Monitor thousands of social media sites, including Twitter, Facebook, and blogs, to discover what is being said about your institution. The ability to filter posts and comments provides specific, granular feedback and enables institutions to monitor posts about peer or competitor institutions. Admissions recruiters can route relevant posts to others in the institution for follow-up and can use social data to further refine and target outreach campaigns. INQUIRY MANAGEMENT Enable individualized follow-up with qualified prospects by creating a comprehensive view of prospects and their various relationships. Each prospect can have multiple inquiry records with a corresponding academic background and interests and can be associated with other individuals and organizations. Prospects can be automatically assigned to recruiters and territories based upon the prospect s interests. Online collaboration tools facilitate team recruiting efforts across organization boundaries. Online qualification templates provide step-by-step guidance for recruiters as they assess and qualify their recruits and move them further along the pipeline toward application. 42

43 ORGANIZATION MANAGEMENT Manage relationships with a variety of external organizations, such as high schools and other feeder organizations. Track contacts and relationships, plan recruiting activities and monitor pipeline and success rates for the organization. Recruiters can record notes from recruiting visits and other activities at the organization for future outreach. Territory management capabilities allow institutions to automatically assign recruiters to organizations based on geography or other organization data. CALENDARS AND ACTIVITIES Track activities, events and appointments for individual recruiters as well as teams using a fullyintegrated calendar. Recruiters can choose to synchronize the calendar with Outlook and Gmail to keep schedules coordinated as they plan activities and events. An integrated map allows recruiters to locate and invite nearby contacts to participate in scheduled events at targeted visit locations. 43

44 CONFIGURATION AND CUSTOMIZATION Oracle's standards-based, open, flexible and unified CX platform makes it easy for developers to rapidly build and deploy a wide variety of applications or to integrate with and extend Oracle Sales Cloud. Release 12 offers seamless upgrades, streamlined custom object creation, custom subject area enhancements, and additional customization options for Oracle Sales Cloud pages. Object workflow enhancements make it possible to send BCC notifications, specify approvers dynamically, and set primary contacts for tasks. Public event support and additional RESTful Web services provide tools to built custom integration flows. APPLICATION COMPOSER Oracle Sales Cloud Application Composer is a tool that enables you to extend and customize the application to meet the unique needs of your business. ENHANCED UPGRADES Oracle continues to enhance the upgrade process to offer seamless upgrades that preserve all user interface customizations. For pages that are not customized, sales reps and sales managers will automatically see standard layouts with all the latest enhancements Oracle releases. The following enhancements simplify the upgrade process: Standard page layouts are available as read-only layouts. Administrators can view the standard layout in a sandbox and use it or duplicate it to make further customizations. The first custom layout serves as the default layout for a customized page. DYNAMIC LIST PAGES Build dynamic lists for different roles to offer sales reps, sales managers and others the fields and data they need on the list page. ACTIONS OVERFLOW Add any number of custom buttons to any customizable page. A new overflow icon provides access to buttons that are hidden because of the length and number of buttons on the page. GRANT DEFAULT ACCESS TO CUSTOM OBJECTS Streamline custom object creation and testing using the new Custom Objects Administration role. New security guidelines require that you clone seeded roles and then use cloned custom roles for security customizations. The Custom Objects Administration role is a dynamically-generated custom role that has default access to all custom objects. Assigning this role to the CRM application administrator 44

45 streamlines the testing of Application Composer changes and custom object runtime pages without the need for additional security configurations. ACCESS PARENT DATA IN CUSTOM SUBTABS Make field values from a parent object available to the After Create trigger for related custom objects. The values from the parent record are set as default values when sales reps or sales managers create a new record from the subtab. QUICK NAVIGATION USING RECENT ITEMS Navigate seamlessly between run-time pages and design-time pages in Application Composer using the Favorites and Recent Items menu. CUSTOM SUBJECT AREA ENHANCEMENTS Take advantage of more comprehensive reporting with the following enhancements to custom subject areas: Expose M:1 relationships as related objects, rather than child objects. Default the implicit fact and remove the step from the flow, to make creating custom subject areas easier. Aggregate account, partner, territory and resource hierarchies in reports to join standard and custom subject areas. Use Product Group Name, Description, Opportunity Sales Stage Name and Description fields in reports. OBJECT WORKFLOW ENHANCEMENTS Object workflow enhancements make it possible to send BCC notifications, specify approvers dynamically and set primary contacts for tasks BCC NOTIFICATIONS Send notifications without exposing addresses to other recipients using new object workflows that enable BCC notifications. DYNAMIC APPROVERS FOR APPROVAL FLOWS Specify approvers for approval flows by passing resources related to the record to the Approvers input within the approvals composite. You can pass resources dynamically from the Created By field, the Last Updated By field, or other custom fields that store the approvers globally unique identifiers or names. You can also add specific resources by using names. 45

46 SET PRIMARY CONTACT FOR TASKS Specify the primary contact for new tasks using object workflows. You can select the primary contact for a task by using any of the following methods: Choose a contact associated to the object record Specify a contact by name Point to a custom field that stores contact name or ID 46

47 INTEGRATIONS In addition to providing a wide set of prebuilt integrations, Oracle also provides an extensive set of tools and capabilities for building custom integration flows. PUBLIC EVENT SUPPORT Integrate Oracle Sales Cloud with other customer experience and on-premises applications. In addition to Oracle Sales Cloud s core integration capabilities such as Web services and file import and export, you can build integrations using Oracle s Integration Cloud Service (ICS). To communicate with ICS, CRUD operations in Oracle Sales Cloud now raise public events that invoke integration flows in ICS. Events for ICS integrations are available for the following Oracle Sales Cloud objects: Accounts Contacts Deal Registrations Households Leads Opportunities Partners RESTFUL WEB SERVICES Build custom applications, such as mobile apps or custom UIs, and integrate with a wid array of applications using RESTful Web services. New RESTful Web service APIs for Oracle Sales Cloud make it possible to do the following: Sales Lightbox documents o Create, modify and delete files that are stored in Sales Lightbox o Get information about document views and shares Partner programs o Create, modify or delete partner programs, program tier benefits, program tiers, and program countries Custom objects o Add attachments as child resources for custom objects o Add notes as child resources for custom objects Setup Sales Catalogs o Create, modify, and delete entries from the Sales Catalog 47

48 PUBLIC UNIQUE IDENTIFIERS (PUID) AND DOCUMENT SEQUENCE NUMBERS Oracle Sales Cloud generates a unique 15-digit identifier (UID) for each row in the database. However users cannot easily read or use UIDs because of their length and complexity. The Public Unique ID is a more user-friendly, alphanumeric ID that is generated by the document sequencing feature. OBJECT SPECIFIC PUID A new setup task has been added that will allow administrators to configure their own PUID patterns for the following objects: Account Activity Contact Lead Opportunity When creating custom PUID patterns for these objects administrators can configure custom prefixes and select from a wide range of radix values (this controls the alphanumeric sequence portion of the PUID) 48

49 SETUP AND MAINTENANCE Oracle s Setup and Maintenance tools have been updated for Release 12 to offer simplified import for accounts and contacts with new seeded templates. Enhanced logs and diagnostics for import operations and additional import options for custom objects and relationships streamline implementation and integration. FILE-BASED DATA IMPORT Import data from external sources using CSV or XML files. SEEDED TEMPLATES FOR ACCOUNT AND CONTACT IMPORT Quickly import accounts and contacts into Oracle Sales Cloud using seeded templates for a variety of uses: Accounts o Create or update accounts with basic information. o Associate an account with one or multiple contacts. o Create or update multiple addresses for existing accounts. Contacts o Create or update contacts with basic information. o Associate individual contacts with existing accounts. ENHANCED LOGGING AND DIAGNOSTICS Resolve import errors using the following enhanced diagnostic capabilities: Enhanced error logs present more information to help you quickly interpret and resolve import issues. If import activity logs are not generated automatically, then you can manually generate log files. While log files are generating, the import activity shows a status of In Progress. IMPORT FOR CUSTOM MANY-TO-MANY RELATIONSHIPS Manage the relationships between records using the import process. By importing records with source and target identifier values, you can create a link between related records defined in Application Composer. 49

50 ALTERNATE KEYS FOR CUSTOM OBJECTS Use record name values as keys when you update existing custom object records. Using the record name field as a key offers increased control over the key value and simplifies updates for future import operations. ENHANCED NOTIFICATIONS Receive an notification when import and export activities are completed. notifications are now available for all importable and exportable objects. A notification is sent by default to the user who submitted the import or export. Detailed status information included in the notifications makes it easier for you to determine which steps, if any, are necessary to complete the import or export. 50

51 COMMON TECHNOLOGIES AND USER EXPERIENCE At Oracle, delivering products that reflect a superior and secure user experience is the result of an enormous investment. To understand your pain points, we spent countless hours examining how people like you actually work and use our enterprise applications. We then work closely with product management, security experts, strategy, and development to design innovative applications that help you to be more productive, secure, efficient, and effective. USER EXPERIENCE Oracle s focus on providing an exceptional user experience pervades the Oracle Applications Cloud. Creating a compelling, pleasing user interface (UI) that provides only what you need, when you need it is of the highest priority. END USER PERSONALIZATION OF THE NAVIGATOR AND SPRINGBOARD Personalize the Navigator and springboard to show or hide the Navigator menu items or springboard icons for navigation. Changes impact only the user making the personalization and are preserved across sessions. PAGINATION DOTS Enhance the home page experience by embedding full-page business intelligence dashboards. You can use these additional dashboard pages for a specific role, enhanced analytics insight, and more. ANNOUNCEMENTS PREVIEW Preview your announcements before posting them to the Announcements panel on the home page. NOTIFICATION ACTIONS Enhance your bell notifications dialog box to include custom and system actions. LARGE ICONS Choose small or large springboard icons to enhance the user experience. Using Oracle s modern cloud extensibility tools you can now configure the user experience and enhance readability. APPLICATIONS SECURITY Oracle Fusion Applications Security provides a single console where IT Security Managers and Administrators can perform various functions including user lifecycle management, role definition, security policy management (both functional and data), role hierarchy maintenance, username and 51

52 password policy administration, and certificate management. The console also enables users to simulate the effect of security changes, to run security reports, and download a connector for integration with Microsoft Active Directory. In Release 12, Oracle Fusion Applications Security offers several new capabilities that offer customers the following benefits: A Simplified User Experience for the IT Security Manager - Prior to Release 12, security administration functions were distributed across Oracle Identity Management (OIM) and Authorization Policy Manager (APM). In Release 12, these functions are delivered through a single interface the Security Console. OIM and APM are no longer available in R12. Easy Integration with Identity and Access Management (IDM/IAM) Systems - New capabilities to synchronize user account information with Identity and Access Management (IDM/IAM) systems. This synchronization enables the delivery of a Single Sign-On experience through these systems. For Microsoft Active Directory (AD) and Oracle Identity Management (OIM), customers can download and install connectors that will automatically synchronize user account information between Oracle Fusion Applications and these IDM systems. As in Release 11, customers must continue to log a Service Request (SR) to set up federated Single Sign-On (SSO) between these systems. Once federation is enabled, the connectors will synchronize the information. Release 12 also delivers a REST API based on the SCIM (System for Cross-Domain Identity Management) standard. Customers can use this API to create user accounts, modify user attributes (e.g. ), enable/disable users, and fetch user account and role information. An Upgrade-Safe Reference Role Model - Starting in Release 12, pre-defined roles that are shipped with Oracle Applications Security will be locked down. Customers will not be able to modify the functional and data security policies that are associated with these roles. They 52