Oracle. Adaptive Intelligent Apps for CX Getting Started with Adaptive Intelligent Sales 18.10

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1 Oracle Adaptive Intelligent Apps for CX Getting Started with Adaptive Intelligent Sales 18.10

2 Part Number: E Copyright 2018, Oracle and/or its affiliates. All rights reserved Authors: Adaptive Intelligent Apps for Customer Experience Information Development This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/ or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreement between you and Oracle. The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence.

3 Contents Preface... i 1 Overview 1 Welcome to Adaptive Intelligent Sales... 1 Accessibility... 2 Version Compatibility... 3 Roles and User Administration... 3 Privacy Regulations and Data Protection Importing Data 5 Importing Data from Oracle Engagement Cloud... 5 Configuring Oracle Engagement Cloud for Adaptive Intelligent Apps for CX Insights 9 Overview... 9 How do I find out if recommendations are being displayed in Oracle Engagement Cloud? How do I find out if the import of Sales data is working?... 12

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5 Preface Preface This preface introduces information sources that can help you use the application and this guide. Oracle Cloud Applications Guides To find guides for Oracle Applications, go to the Oracle Help Center at Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit or visit lookup?ctx=acc&id=trs if you are hearing impaired. i

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7 1 Chapter 1 Overview Overview Welcome to Adaptive Intelligent Sales Oracle Adaptive Intelligent Apps for Customer Experience provides salespeople with data-driven sales pipeline management and recommendations to increase their opportunity win rates. It uses advanced machine-learning techniques to improve the effectiveness of sales organizations. It predicts the win probability for each opportunity and guides salespeople on the next best action to perform to win opportunities. Win Probability and Recommended Actions The adaptive intelligent models might find a mismatch between the machine learning estimation of win probability and the salesperson s estimation. In case of a mismatch, the application displays a warning icon on the Opportunities page in Oracle Engagement Cloud. The models also estimate win probabilities for all recommended actions. If a recommended action has a significant impact on the opportunity outcome, it s shown to the salesperson. Recommended actions improve the salesperson s chances of winning the opportunity. For example, suppose the role marked as the primary contact on an opportunity correlates with a low win rate in the past. The reason might be that this contact isn't the decision maker in the customer organization. Therefore the adaptive intelligent algorithm recommends that the salesperson checks that the primary contact is the decision maker. The following figure shows the adaptive intelligent win probability warning icon and the recommended action for the salesperson to improve the likelihood of winning the opportunity. Click the Recommended Action link to view details. The following figure shows the Recommendation dialog box with details of the recommendations. 1

8 Chapter 1 Overview You can provide feedback to the application on how helpful the recommendation was by clicking either Good Suggestion or Not Helpful. As soon as you provide your feedback, the recommendation isn t visible anymore. You can also click Create Task to create a related task for yourself. Accessibility You can use assistive technology products, such as screen readers, while you work in the application. You can also use the keyboard instead of the mouse. The following table lists the supported accessibility features in Oracle Adaptive Intelligent Apps for CX. Feature Description Zoom You can resize text up to two hundred percent without loss of content or functionality. This is a browser feature and is not available within the application. Contrast Large-scale text, and images of large-scale text have a contrast ratio of at least 3:1. Other text and images of text have a contrast ratio of at least 4.5:1. Screen Reader You can use screen readers. No special mode is required to enable it. Timing Adjustable If you experience problems with being timed out of the application, your administrator can extend the session expiration period in the settings in Oracle Identity Cloud Service. 2

9 Chapter 1 Overview Version Compatibility Oracle Adaptive Intelligent Apps for Customer Experience is supported on devices with a width of 768 pixels or higher. For detailed information on Oracle's browser support policy, see browser-policy html. The following table lists version compatibility for the supported integrations. Integrated Application Version Requirement Oracle Engagement Cloud Oracle Engagement Cloud Release 13 (update 18B) or later Roles and User Administration Roles and privileges control the access that users have to different features of the application. You can manage users in Oracle Identity Cloud Service and assign them to roles, which determine which tasks they can perform. The following table describes the roles that you can assign and the privileges associated with the role. Role Oracle Adaptive Intelligent CX User Oracle Adaptive Intelligent CX Operations Manager Privileges View Home page Review Insights View Home page Manage Connections Description Coordinates and supervises all sales user activities related to Oracle Adaptive Intelligent Apps for CX. Reviews the insights page to monitor data flow to and from Oracle Engagement Cloud. Coordinates and supervises all activities related to the operation of Oracle Adaptive Intelligent Apps for CX, such as managing data source connections. See this Getting Started page for information about using Oracle Identity Cloud Service for user administration. Privacy Regulations and Data Protection This topic introduces important aspects related to privacy and data protection. Some jurisdictions, such as the European Union with its General Data Protection Regulation (GDPR), require special control to maintain privacy of personal information. has capabilities to help you comply with these rules. 3

10 Chapter 1 Overview Consumer Consent Adaptive intelligent models use consumer data within Oracle Engagement Cloud to enhance salespeople s likelihood of closing opportunities. The models use consumer's profile attributes and their purchase history to make recommendations. For example, the models may recommend that the salesperson provides unique product feature information to a certain consumer before quoting a price. Ensure that only data of consumers who have given explicit consent to your company is being stored in Oracle Engagement Cloud and used in machine learning. Consumers Right to be Forgotten If consumers remove consent, you must delete their data from Oracle Engagement Cloud. The consumer data is subsequently deleted in during the next ingestion. For details on privacy and security feature guidance for Oracle Engagement Cloud, see Oracle Fusion Engagement Cloud on My Oracle Support (Doc ID 114.2). 4

11 2 Chapter 2 Importing Data Importing Data Importing Data from Oracle Engagement Cloud Oracle Adaptive Intelligent Apps for Customer Experience integrates with Oracle Engagement Cloud and involves basic manual steps and configuration in both applications. After a successful connection, the application accesses the Oracle Engagement Cloud REST API to import data. Prerequisites Before you start connecting to Oracle Engagement Cloud to import data, note the following: You must be a user on Oracle Engagement Cloud with the Sales Administrator or an equivalent job role assigned. You must have access to all opportunities, accounts, contacts, leads, and activities in Oracle Engagement Cloud. For details on how to create and assign the sales administrator role, see the topic Creating Sales Application Users. Set a calendar reminder a few days before the password is set to expire, and reset the password. Update the password on the Adaptive Intelligent Edit Connection dialog box so that your connection remains intact. As soon as you set up the connection, the application starts importing all records immediately. Therefore, if you have large datasets to import, start the connection process during a downtime. Importing Data To import data from Oracle Engagement Cloud, perform the following steps: Sign in to Oracle Adaptive Intelligent Apps for Customer Experience. Click Connections and then click Data Sources. Click Oracle Engagement Cloud from the available connections. In the Add Sales Cloud Connection dialog box, enter the following details: Service Endpoint URL: Your Oracle Engagement Cloud host name in the format For example, User Name and Password: An Oracle Engagement Cloud administrator user name and password. 5. Click Connect. The connection is tested against your Oracle Engagement Cloud host and is saved if successful. The Data Sources page appears and displays the connection. Note: Update the endpoint URL only if Oracle Support recommends. Reading a different dataset into an existing Oracle Adaptive Intelligent Apps for Customer Experience instance may result in corrupted predictions. Related Topics Configuring Oracle Engagement Cloud for Adaptive Intelligent Apps for CX 5

12 Chapter 2 Importing Data Configuring Oracle Engagement Cloud for Adaptive Intelligent Apps for CX You must complete the following configuration steps in Oracle Engagement Cloud to ensure that recommendations are displayed on opportunities: Update relevant profile options. Add the Recommended Action column to the Opportunities page using Application Composer. Update Profile Options Use the Manage Profile Options task in the Setup and Maintenance work area to update the profile options listed in the following table. Profile Option Code Profile Option Display Name ZCA_ENABLE_ADAPTIVE_INTELLIGENCE Enable Adaptive Intelligence Default Description N Set to Yes. Enables the integration between Oracle Adaptive Intelligent Apps for Customer Experience and Oracle Engagement Cloud. MOO_WIN_PROB_AI_THRESHOLD Opportunity Win Probability Risk Threshold 30 Enables you to increase or decrease the win probability threshold. Enable Adaptive Intelligence When this profile option is enabled: The Edit Opportunity page displays the Recommended Actions section, as shown in the following figure. The Opportunities page displays the Recommended Action column. Note: This column appears only after you add it to the Opportunities page using Application Composer. For details, see the section Customizing Opportunities Page for Recommendations. 6

13 Chapter 2 Importing Data The Recommended Action link opens the Recommendation dialog box with more details, as shown in the following figure. Opportunity Win Probability Risk Threshold The Win % column on the Opportunities page shows the likelihood to win the opportunity that's predicted by the adaptive intelligent algorithm. This prediction might differ from the salesperson s estimation of win probability by more than the value set in the Opportunity Win Probability Risk Threshold profile option. In this case, the Win % column displays a warning indicator. For example, if the profile option value is set to 25 and the win probability is 20 percent, and the predicted win probability is 50%, the indicator appears. The following figure shows an example of the warning indicator. 7

14 Chapter 2 Importing Data Customizing Opportunities Page for Recommendations Navigate to Application Composer and add the Recommended Action column to the Opportunities page to ensure that adaptive intelligent recommendations are displayed on opportunities. See the topic Extending Pages for Opportunities: Explained for steps on how to add fields to page layouts. You can also choose to hide the Recommended Action section on the Edit Opportunity page. To do this, see the section Editing Page Layouts in the topic Working With Page Layouts: Explained. 8

15 3 Chapter 3 Insights Insights Overview Use the insights page to review reports on the status of opportunities and recommended actions, and salespeople s engagement with the recommended actions. Status Report The status report on the Insights page provides the number of open and closed opportunities and the number of adaptive intelligent recommendations being generated in Oracle Engagement Cloud. It confirms that the adaptive intelligent models are working by displaying the volume of data exchanged with Oracle Engagement Cloud. Use the status report to review the following: Confirm that the data ingestion from Oracle Engagement Cloud is working. The report displays the number of open opportunities and the number of opportunities that closed in the last 30 days. This confirms that Oracle Adaptive Intelligent Apps for Customer Experience is receiving data from Oracle Engagement Cloud. If these fields don t display any data, check your connection settings or contact your helpdesk. Know the number of adaptive intelligent recommendations made in a specific period. These numbers confirm that recommendations are being generated for salespeople in Oracle Engagement Cloud. The following figure shows the number of open and closed opportunities currently ingested from Oracle Engagement Cloud. The graph shows the recommended actions generated in Oracle Engagement Cloud each month. 9

16 Chapter 3 Insights Engagement Report Use the engagement report to review how salespeople are engaging with recommended actions that adaptive intelligent models generate for their opportunities. Salespeople can provide feedback on recommended actions by marking them as good or not helpful. The following figure shows a recommended action on the Opportunities page along with the feedback options. 10

17 Chapter 3 Insights The engagement report provides a summary of salespeople s feedback. Use the report to review the following in counts or percentages: Marked as Good and Marked as Not Helpful: Recommendations that salespeople marked as good and not helpful. No Feedback: Recommendations for which salespeople didn t provide feedback. If the level of feedback is very low, verify that recommendations are being displayed for salespeople. If recommendations are not being displayed, check your connection settings or contact your helpdesk. The following figure shows the engagement report depicting the feedback options in counts. 11

18 Chapter 3 Insights How do I find out if recommendations are being displayed in Oracle Engagement Cloud? The Recommended Actions graph on the Insights page provides the number of recommendations generated for opportunities based on the time range that you select. This confirms that recommendations are being sent to Oracle Engagement Cloud. An empty graph suggests there s an issue with your connection. Check your connection or contact Oracle Support. How do I find out if the import of Sales data is working? The Insights page lists the number of open opportunities and the number of opportunities that closed in the last 30 days in Oracle Engagement Cloud. Positive number confirms the receipt of data from Oracle Engagement Cloud.. An empty graph suggests there s an issue with your connection. Check your connection or contact Oracle Support. 12