table of contents - cloud.oracle.com · ability to disable opportunity cascading logic ... ability...

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TABLE OF CONTENTS

DOCUMENT HISTORY 6

UPDATE 18B 6

Revision History 6

Overview 6

Optional Uptake of New Features (Opt In) 7

Feature Summary 8

Core Sales Force Automation 12

Accounts, Contacts, and Households 12 Alternate Name and Phone Number Support in File-Based Import 12

Leads 12 Account and Contact Copy Maps for Leads 12

Calendar and Activities 13 Default Task Status 13

Sales Lightbox 14 Mark a Document as Public 14

Sales Analytics 14 User Adoption Reporting 14

Partner Program Reporting 16

Customer Data Management 17 Bulk Enrichment of Accounts and Contacts with D&B Data 17

Integration with DaaS Master Geography Using Loqate 17 Key Generation Improvements and Optimization 18

Ability to Purge Resolution Requests and Logs 18 Additional RESTful Child Objects and Fields for Accounts, Contacts, and Households 18

Partner Relationship Management 18 Deal Registration Configurable Approval Notification 18

Sales Performance Management 19

Territory Management 19 Automatically Update Merged Accounts 19

Auto-Exclusion of Named Accounts Using Territory Precedence 19 Improved Tracking and Real-Time Propagation of Territory Changes 20

Include Original System Reference Information in Territory Export 21

Incentive Compensation 21 Reporting Transactions Using Generic Time Dimension 21

Ability to Select Periods in Mobile Commission Application 21 Retention of Credit History for All Updates 23

Ability to Cancel Credits 23

CX Cloud Mobile 23 Improved Performance When Saving Transactions 23

Configurable Search Capabilities 24 Push Notifications for Service Requests 26

Configuration 28

File-Based Data Import / Export 28 File-Based Data Import Framework 28

Application Composer 29 Ability to Select Configuration Types for Configuration Set Migration (CSM) Export 29

Update Events on Standard Objects Based on Custom Child Object Updates 29 Configuration Reporting 29

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Ability to Delete Unpublished Object Workflows, Actions, and Links 31

Knowledge Management 32 Search Tuning 32

New Authoring Application 32 Knowledge Administration 33

Knowledge Management Analytics 34 Launch Knowledge Content Processing 35

Service Request Management 36 Service Request Resolution 36

Nested Tabs for Service Requests 38 Action Plan Usability Enhancements 39

Queue Based Service Request Visibility 40 Service Entitlements for Business Units 41

Business Unit-Based Service Request Visibility 42 Secure the Business Unit Field on a Service Request 43

Export Functional Setup for a Specific Business Unit 44

Omnichannel Framework 45 Cross-Channel Interactions 45

Live Window Companion Tab 46

Service Channels 47 Additional Network Support for Social Monitoring 48

Chat Wrap Up and Transcript Recording 48

Service Analytics 50 Analytics Subtab on the Service Request Detail Page 50

Knowledge Article Usage Analysis in Service Requests 51 Action Plan Analytics 51

Field Service Integration 52 Field Service Work Order Management Page 52

Field Service Work Order Analytics 53

Digital Customer Service 53 Additional Language Support 54

Audit Registration Request Status Changes 54 Product Picker Set Up 55

Products and Categories Associated with Knowledge Articles 58 Product Selector 60

UPDATE 18A 63

Revision History 63

Overview 63

Update Tasks 64

Feature Summary 65

Core Sales Force Automation 69

Leads and Opportunities 69 Integration of LinkedIn Sales Navigator with Leads 69

Dynamic Layout for Opportunity Product Information 70 Ability to Disable Opportunity Cascading Logic 70

Flexible Revenue Amount 71 Ability to Manage Competitors in Opportunities 71

Business Plans 72 Business Plan Classes 72

Sales Prediction Engine 72 Full Set of Account Attributes for Lead Generation Using Sales Predictor 72

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Sales Analytics 73 Reports and Analytics Page UI 73

Analytics Side Tabs and Subtabs for Custom Object Pages 74 Program Enrollment Reporting 75 Partner Assessment Reporting 76

Partner Relationship Management 77 Partner Assessments 77

Partner Association within Activities 77 Direct Access to Partner Contacts using RESTful Services 78

Customer Data Management 78 RESTful Services to Resolve Duplicates 79

RESTful Services to Fetch Address Formats Based on Countries 79 RESTful Services to Synchronize Accounts and Contacts with Import Definitions 79

Sales Performance Management 79

Sales Forecasting 79 Forecast Sort in Chronological Order 79

Territory Management 80 Top-Level Territory Creation Using Simple Territory UI 80

Search Customer Inclusions and Exclusions 80

Incentive Compensation 80 Credit Category for Estimated Compensation Deals 80

Multiple Versions of Plan Document in Sales Compensation Work Area 80 Transaction Attribute Consistency Across Incentive Compensation Subject Areas 82

Contracts 82

Sales Contracts 82 Contracts Landing Page 82

Additional Dimensions for Enterprise Contracts Reports 83 Additional Web Services Operations for Repository Contracts 83

Service Contracts 83 Service Contract Billing Templates 83

Manual Price Adjustments for Coverage Lines 85 Import Pricing and Billing Information for Service Contracts 86

Communicating and Quoting for Service Contracts 86 Installed Base Integration for Asset Transactions 87

Digital Customer Service 88 Additional Chat Fields 88

Business Unit Support in an Application 91 Selection of Product Groups in Service Requests 91

Import Self-Service Roles 93

Service Request Management 93 Multiple Business Units in Service 93

Service Bell Notifications 94 SmartText Enhancements 96

Usability Enhancements 97 Action Plans 98

Omnichannel Framework 100 Live Window for Voice and Chat 100

Service Channels 101 Service Monitoring for Connected Assets 101

Photo and Video Support in Social Service Requests 102 Capture Tags for Social Service Requests 102

Configuration 102

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Application Composer 102 Commit Transactions and Navigate to Create or Edit Pages Using Custom Actions 102

Ability to Schedule Custom Business Logic for Long-Running Processes 103 Full-Page Create and Edit with Dynamic Layout for Custom Child Objects 105

Default Search Configuration on Custom Subtabs 106 Ability to Embed External Web Applications as an iFrame Subtab or a UI Region of Summary Subtab

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Ability to Delete Unpublished Summary Box 107 Default Behavior of New Custom Fields as "Not Searchable" 107

Applications List in Application Composer 108 Set-Enabled Lookup Fields as Custom Fixed Choice List Field Filters 110

Using New Triggers 110

Setup and Maintenance 111

Simplified Setup 111 Create Company Information Page Capabilities 111

Post-Update 112 Post-Update Tasks 112

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DOCUMENT HISTORY

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

Date Update Version Notes

20 APR 2018 Update 18B Delivered new features in update 18B.

Update 18A Revised update 18A.

UPDATE 18B

REVISION HISTORY

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

Date Feature Notes

20 APR 2018 Created initial document.

OVERVIEW

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

CUSTOMERS UPGRADING FROM RELEASE 12

If you're upgrading from Release 12 to Release 13, then you should review all of the release readiness contentfor Release 13 (updates 17B - 17D, as well as, updates 18A - 18B) to learn about all of the features available in release 13.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send us your feedback at [email protected].

11 MAY 2018

https://cloud.oracle.com/en_US/saas/readiness/overview

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OPTIONAL UPTAKE OF NEW FEATURES (OPT IN)

We continue to add many new features to the Oracle Cloud Applications, and for some features, you can take advantage of new functionality at a pace that suits you by opting in to the feature when youre ready. You can opt in to a feature in two ways: by using the New Features work area, or by using the Setup and Maintenance work area.

To opt in using the New Features work area:

Click the , and then click (under the My Enterprise heading).Navigator New FeaturesOn the New Features page, select the offering that includes new features youd like to review.Click for any feature that you want to opt in to.Opt InOn the Edit Features page, select the option for the feature, and then click .Enable Done

To opt in using the Setup and Maintenance work area:

Click the , and then click .Navigator Setup and MaintenanceOn the Setup page, select your offering, and then click .Change Feature Opt InOn the Opt In page, click the icon.Edit FeaturesOn the Edit Features page, select the option for any feature you want to opt in to. If the Enable Enablecolumn includes an Edit icon instead of a check box, then click the icon, select your feature options, and click . Save and CloseClick .Done

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FEATURE SUMMARY

Action Required to Enable Feature

FeatureNone (Automatically Available)

Enable via Opt In UI Only

Enable via Opt In UI Plus Additional Steps

Not Enabled via Opt In UI but Setup Required

Issue Service Request

Core Sales Force Automation

Accounts, Contacts, and Households

Alternate Name and Phone Number Support in File-Based Import

Leads

Account and Contact Copy Maps for Leads

Calendar and Activities

Default Task Status

Sales Lightbox

Mark a Document as Public

Sales Analytics

User Adoption Reporting

Partner Program Reporting

Customer Data Management

Bulk Enrichment of Accounts and Contacts with D&B Data

Integration with DaaS Master Geography Using Loqate

Key Generation Improvements and Optimization

Ability to Purge Resolution Requests and Logs

Additional RESTful Child Objects and Fields for Accounts, Contacts, and Households

Partner Relationship Management

Deal Registration Configurable Approval Notification

Sales Performance Management

Territory Management

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Automatically Update Merged Accounts

Auto-Exclusion of Named Accounts Using Territory Precedence

Improved Tracking and Real-Time Propagation of Territory Changes

Include Original System Reference Information in Territory Export

Incentive Compensation

Reporting Transactions Using Generic Time Dimension

Ability to Select Periods in Mobile Commission Application

Retention of Credit History for All Updates

Ability to Cancel Credits

CX Cloud Mobile

Improved Performance When Saving Transactions

Configurable Search Capabilities

Push Notifications for Service Requests

Configuration

File-Based Data Import / Export

File-Based Data Import Framework

Application Composer

Ability to Select Configuration Types for Configuration Set Migration (CSM) Export

Update Events on Standard Objects Based on Custom Child Object Updates

Configuration Reporting

Ability to Delete Unpublished Object Workflows, Actions, and Links

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Knowledge Management

Search Tuning

New Authoring Application

Knowledge Administration

Knowledge Management Analytics

Launch Knowledge Content Processing

Service Request Management

Service Request Resolution

Nested Tabs for Service Requests

Action Plan Usability Enhancements

Queue Based Service Request Visibility

Service Entitlements for Business Units

Business Unit-Based Service Request Visibility

Secure the Business Unit Field on a Service Request

Export Functional Setup for a Specific Business Unit

Omnichannel Framework

Cross-Channel Interactions

Live Window Companion Tab

Service Channels

Additional Network Support for Social Monitoring

Chat Wrap Up and Transcript Recording

Service Analytics

Analytics Subtab on the Service Request Detail Page

Knowledge Article Usage Analysis in Service Requests

Action Plan Analytics

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Field Service Integration

Field Service Work Order Management Page

Field Service Work Order Analytics

Digital Customer Service

Additional Language Support

Audit Registration Request Status Changes

Product Picker Set Up

Products and Categories Associated with Knowledge Articles

Product Selector

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CORE SALES FORCE AUTOMATION

ACCOUNTS, CONTACTS, AND HOUSEHOLDS

ALTERNATE NAME AND PHONE NUMBER SUPPORT IN FILE-BASED IMPORT

Import alternate name and phone number data in account and contact file-based import using the following child objects:

Additional Name: Supports alternate name fields.Raw Phone Number: Supports unformatted phone number fields that include country code, area code, and so on.

STEPS TO ENABLE

No steps are required to enable this feature.

LEADS

ACCOUNT AND CONTACT COPY MAPS FOR LEADS

Configure the mapping of standard or user-defined attributes from leads to accounts or contacts when leads are converted. You can:

Modify the mapping of lead attributes to account or contact attributes through the Copy Lead to Account and Copy Lead to Contact Oracle Application Composer copy maps.Quickly and automatically update information stored on a lead to the account or contact created during lead conversion.

STEPS TO ENABLE

COPY LEAD TO ACCOUNT

To create a lead to account map:

Sign in to the application as a sales administrator.Activate a sandbox.Navigate to .Application ComposerSelect .Copy MapsOn the Copy Maps page, select the > .Copy Lead to Account Standard Copy Lead to Account MapCreate a copy of the map and enter relevant account mappings on the Edit Copy Map page.Click .Save and ClosePublish the sandbox.

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Search for the task and go to the task page.Manage Administrator Profile ValuesSearch in the Profile Option Code field for .MKL_LEAD_TO_ACCOUNT_MAPPING_NAMEUpdate the profile value with the name of the lead to account map you created.Click .Save and Close

COPY LEAD TO CONTACT

To create a lead to contact map:

Sign in to the application as a sales administrator.Activate a sandbox.Navigate to .Application ComposerSelect .Copy MapsOn the Copy Maps page, select the > .Copy Lead to Contact Standard Copy Lead to Contact MapCreate a copy of the map and enter relevant account mappings on the Edit Copy Map page.Click .Save and ClosePublish the sandbox.

To set the MKL_LEAD_TO_CONTACT_MAPPING_NAME profile option:

Go to the work area and select the offering.Setup and Maintenance SalesSelect the functional area.Sales FoundationSearch for the task and go to the task page.Manage Administrator Profile ValuesSearch in the Profile Option Code field for .MKL_LEAD_TO_CONTACT_MAPPING_NAMEUpdate the profile value with the name of the lead to contact map you created.Click .Save and Close

CALENDAR AND ACTIVITIES

DEFAULT TASK STATUS

Set the default status of tasks based on your business processes. This feature lets you re-order task statuses according to the most frequently used tasks. This re-ordering also applies to tasks created using task templates.

STEPS TO ENABLE

Sign in to the application as a sales administrator.Go to the work area and select the offering.Setup and Maintenance SalesSelect the functional area.Sales FoundationSearch for the task and go to the task page.Manage Activity Standard LookupsSearch for the lookup type, ZMM_ACTIVITY_STATUS_CD.Set the sequence number to 1 on the status that should be used as the default status.For the remaining statuses, set their sequence numbers in the order that you want them to display in the status list of values.

ROLE INFORMATION

A sales administrator has the privileges to define the default task status.

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To set the MKL_LEAD_TO_ACCOUNT_MAPPING_NAME profile option:

Go to the Setup and Maintenance work area and select the Sales offering. Select the Sales Foundation functional area.

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SALES LIGHTBOX

MARK A DOCUMENT AS PUBLIC

As an important part of knowledge sharing and training, sales teams often need to share sales content with everyone in the organization. Currently, when using Sales Lightbox, you can share a document with only one user at a time. This is a cumbersome task if you need to share the document with multiple users. With this feature, sales teams can easily share sales content, such as product catalogs, price lists, and product presentations, by making them public documents.

STEPS TO ENABLE


TIPS AND CONSIDERATIONS

To use this feature, a Public Document checkbox is provided on the Details tab. Once this checkbox is enabled, the document is marked as public.

SALES ANALYTICS

USER ADOPTION REPORTING

Create enhanced reports on user adoption data to facilitate negative reporting, for example, to provide details on the users who have not signed in to the system.

With the User System Usage subject area, administrators can create reports that show the details of users who have not signed in to the application for a given time period. With the new facts, you can easily determine which country, state, or department is the most active in terms of user adoption.

This subject area can show:

The most active users in the system for a given month (or any time period).The department that has the most number of active users.The users who have not signed in to the application for a given month (or any time period).Channels (for example, mobile or web) that users use to access the application.

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User System Usage Subject Area

Usage Adoption Sample Report

STEPS TO ENABLE

Sign in to the application as a sales administrator.Go to the work area and select the offering.Setup and Maintenance SalesSelect the functional area.Sales FoundationSearch for the task and go to the task page.Manage Administrator Profile ValuesOn the Manage Administrator Profile Values page, search for the profile option code

.FND_TRACK_USER_ACTIVITYSet the site level profile value to .EnabledClick .Save and Close

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When you create a report that includes a time period of either year or month, then you must restrict the report results by a specific time period, for example, the current year. Without this filter, the report shows data for all the years available in the Time dimension, which may not be the result that you are looking for.

For better performance, Oracle recommends the following:

Add a filter for a specific year.Avoid reporting by date, instead use month or quarter.Consider filtering the report by a group of users, instead of individual users.

ROLE INFORMATION

Access to the User System Usage subject area is restricted to the BI duty role, BI User System SA Access.

PARTNER PROGRAM REPORTING

Create reports on partner programs and the associated tiers to get details about programs created in the application.

Subject areas related to partner programs and program tiers let you create reports on programs and their associated business objects. You can also show many-to-many relationships between programs and tiers by creating reports that show the tiers that are assigned to one or many programs.

Use the partner program reports to see the following:

Programs created in the current month, quarter, year, or any given time period.Programs that end in the next month, quarter, year, or any given time period.Programs that started in the previous month, quarter, year, or any given time period.For a Channel Sales Manager, it helps to find out all the programs that are owned by the subordinates.

This subject area can be cross joined to other subject areas which has program or employee as common dimension to expand reporting capability.

Program Subject Area

The Program Tier subject area can be cross joined to other subject areas which has program as a common dimension to expand the reporting capability.

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Program Tier Subject Area

STEPS TO ENABLE


CUSTOMER DATA MANAGEMENT

BULK ENRICHMENT OF ACCOUNTS AND CONTACTS WITH D&B DATA

Perform batch enrichment of accounts and contacts using the Oracle Data Cloud enrichment service. This functionality provides you with an automated process for enriching Oracle Customer Data Management data in bulk with data from Dun & Bradstreet Corporation. It also provides visibility into which records were enriched and which were not.

STEPS TO ENABLE


INTEGRATION WITH DAAS MASTER GEOGRAPHY USING LOQATE

Improve data quality and resolve data conflicts between master geography data and the Address Verification Cloud Service using the new geography data provider Loqate. Oracle CX customers can import Loqate geography seed data using manage geographies.

STEPS TO ENABLE

Set "ORA_HZ_ENABLE_DAAS_LOQATE " profile option to Yes. After the profile option is set to Yes, "Import Geography Data" option under Actions in Manage Geographies will call Loqate Geography Data for the supported countries.


Import Geography Data option under Manage Geographies is calling Nokia geography data by default.

This option will be disabled, In case the geography data is already imported from either Nokia or Loqate geography for the country or geography data is not available from Nokia or Loqate.

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KEY GENERATION IMPROVEMENTS AND OPTIMIZATION

Optimize key generation and improve key generation data stewardship capabilities to achieve an error-free, smooth experience. Data stewards can use a guided key generation process with visibility into the job status. Key generation optimization significantly reduces the key generation process time.

STEPS TO ENABLE


ABILITY TO PURGE RESOLUTION REQUESTS AND LOGS

Purge duplicate resolution requests and logs to improve performance and usability.

STEPS TO ENABLE


ADDITIONAL RESTFUL CHILD OBJECTS AND FIELDS FOR ACCOUNTS, CONTACTS, AND HOUSEHOLDS

RESTful web services support additional child objects, additional fields, and enhanced capabilities. The following are supported:

Support additional names (Account and Contact REST APIs): Ability to add, update, search, and delete additional names for accounts and contacts.Support unformatted phone number (Account, Contact, and Household REST APIs): Accept unformatted phone numbers as input and parse them into separate phone number fields, such as country code, area code, and phone number.Allow fetching of inactive and merged records (Account, Contact, and Household REST APIs): Enable web services to get records with active, inactive, and merge statuses.

STEPS TO ENABLE


PARTNER RELATIONSHIP MANAGEMENT

DEAL REGISTRATION CONFIGURABLE APPROVAL NOTIFICATION

Configure the Deal Registration approval notification using a standard layout available in Oracle Application Composer. You now have the ability to add or remove standard and custom attributes and create dynamic layouts.

Use the approval layout for online and email notifications.

STEPS TO ENABLE


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SALES PERFORMANCE MANAGEMENT

TERRITORY MANAGEMENT

AUTOMATICALLY UPDATE MERGED ACCOUNTS

Automatically update changes to Territory Management inclusions and exclusions, when merging account, contacts, or households using Customer Data Management. For example, if Vision Enterprise is merged with Vision Corp, to form Vision Corp, then any reference to Vision Enterprise in Territory Management account inclusions and exclusions are automatically updated to Vision Corp.

STEPS TO ENABLE


AUTO-EXCLUSION OF NAMED ACCOUNTS USING TERRITORY PRECEDENCE

Name accounts exclusively, either for the entire organization or within a specific division.

Named accounts included on a territory are automatically excluded from all other territories whose dimensional coverage covers those accounts. If the included account is set up to include all its subsidiaries, then all these subsidiaries are also automatically excluded.

This feature enables the precedence of account inclusion territories over dimension coverage territories when assigning accounts, opportunities, and leads.

STEPS TO ENABLE

CUSTOMERS WITH AN EXISTING TERRITORY MODEL AND RUNNING TERRITORY ASSIGNMENT FOR ACCOUNTS, OPPORTUNITIES, OR LEADS, OR PARTNERS OR DEAL REGISTRATIONS:

Define Territory Function values (if needed)If using the Active Territories UI, add the Territory Function field to the appropriate pages using Application ComposerOptionally add the Territory Function field to the Account, Opportunity and Lead Team pages using Application ComposerOptionally add territory function value to each territory (ancestor territories can be an exception)Enable Territory Precedence feature via Opt In Feature or Enable Dimensions and Metrics

In Setup and Maintenance, edit the features for the Territories functional area.Select the Territory Precedence feature Opt In Task, and in the Enable Dimensions and Metrics page, select Edit.Select the Enable Territory Precedence option.Click Save and Close.In the Actions menu, select Load and Activate.

Run assignment processing for the relevant records

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Enable Territory Precedence feature via Opt In Feature or Enable Dimensions and Metrics

In Setup and Maintenance, edit the features for the Territories functional area.Select the Territory Precedence feature Opt In Task, and in the Enable Dimensions and Metrics page, select Edit.Select the Enable Territory Precedence option.Click Save and Close.In the Actions menu, select Load and Activate.

Define Territory Function valuesIf using the Active Territories UI, expose Territory Function field in the appropriate pages using Application ComposerOptionally add the Territory Function field to the Account, Opportunity and Lead Team pages using Application ComposerOptionally add territory function value to each territory (ancestor territories can be an exception)Run assignment processing for the relevant records


If you enable this feature the following features are not available:

Territory Management

Territory MetricsAssignment PreviewTerritory Validation

Partner Center

Geographies served and the ability to assign territories to partners based on Geographies served

IMPROVED TRACKING AND REAL-TIME PROPAGATION OF TERRITORY CHANGES

Changes to territories made using the Simple Territories UI, Territory Proposals or Territory Import are now tracked in a consistent and more efficient manner, resulting in:

Consistent Audit Reports: The Oracle Sales Cloud audit report now displays territory changes in a uniform manner irrespective of which interface was used to make the changesImproved Performance: Certain changes to territories, such as updates to the territory owner, are now propagated in real-time without requiring territory re-assignment, thus improving performance

STEPS TO ENABLE

This feature is enabled or disabled through the profile option, MOT_RETAIN_ACTIVE_TERR_VERSION_ID. To access this profile option, follow these steps:

Sign in to the application as a sales administrator.Navigate to the work area and select the offering.Setup and Maintenance SalesSelect the functional area.Define Sales FoundationSearch for the task and go to the task page.Manage Administrator Profile ValuesIn the Profile Option Code field, search for .MOT_RETAIN_ACTIVE_TERR_VERSION_IDTo enable the option, set the Profile Value to .YesClick .Save and Close

KEY RESOURCES

For more information, see the Setting Up Territories chapter in the Implementing Sales guide.

CUSTOMERS WITHOUT AN EXISTING TERRITORY MODEL:

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INCLUDE ORIGINAL SYSTEM REFERENCE INFORMATION IN TERRITORY EXPORT

Use the Original System Reference (OS/OSR) IDs of accounts that are part of territory inclusions and exclusions to correlate the accounts against external data sources. The territory export file includes an additional column that contains the OS/OSR IDs. You can export the file from either the active territory hierarchy or a hierarchy that is part of a territory proposal.

NOTE: The additional information column is provided for reference. The application ignores this column if it is included as part of the territory import file.

STEPS TO ENABLE


INCENTIVE COMPENSATION

REPORTING TRANSACTIONS USING GENERIC TIME DIMENSION

Analyze and report aggregate data using common date and time attributes. The generic time dimension is linked to the following business date fields in the Transaction subject area:

source_event_datebooked_dateinvoice_date

Access time attributes, such as month, quarter, week, and year, on the business dates in transactional subject areas. These time attributes enables you to create time-based descriptive attributes and use them as report headers. The availability of the time attributes facilitate calculation of advanced metrics, such as Average-over-Time and Year-to-Date measures, which otherwise would require complex SQL case statements.

STEPS TO ENABLE


ABILITY TO SELECT PERIODS IN MOBILE COMMISSION APPLICATION

Select periods on the Mobile Commission application dashboard. You can see the details of your credits, earnings and payments, attainments, and active compensation plans for the selected period.

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Mobile Commission Application Dashboard with Period Selection

STEPS TO ENABLE

Update to the latest version of the mobile commission application from the respective app store.

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The periods are displayed in descending order by date.

RETENTION OF CREDIT HISTORY FOR ALL UPDATES

Save history of updates made to a credit regardless of its status. Previously the updates to credit records were stored in the history table only if the corresponding earning record was paid. You now have a choice to enable tracking of credit updates irrespective of its status by setting the corresponding profile option.

STEPS TO ENABLE

Sign in to the application as a sales administrator.Navigate to the work area and select the offering.Setup and Maintenance Incentive CompensationSelect the functional area.Incentive Compensation ConfigurationSearch for the task and go to the task page.Manage Incentive Profile ValuesOn the Manage Incentive Profile Values page, search for the Profile Display Name of Archival of

(profile option code ).Updated Credits Enabled ORA_CN_CREDIT_HISTORYSet the profile value to in the Profile Values region.YesClick .Save and Close


Enable this feature, only if you have a real need to track every update to a credit for reporting purposes. Recording of each and every update for all credits will result in a sizable increase in the volume of the credit history table.

ABILITY TO CANCEL CREDITS

Cancel unwanted credits after you have incorrectly assigned direct credits for a transaction. Use the Manage Credits page to select and cancel multiple credits. The canceled credits are marked as obsolete.

Run the Revert Transactions process to delete the obsolete credits and move them to the history table.

STEPS TO ENABLE



This feature only allows deletion of direct credits. To list only the direct credits you can set 'Credit Type = Direct Credit' as the search criteria within the Manage Credits page.

CX CLOUD MOBILE

IMPROVED PERFORMANCE WHEN SAVING TRANSACTIONS

Create, edit, and save transactions asynchronously while you continue to use the application, thus allowing you to create and edit records quickly.

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STEPS TO ENABLE

Sign in to the application as a sales administrator.Activate a sandbox.Navigate to .Application ComposerSelect from the Application drop down list.SalesSelect from the Common Setup Options.Mobile Application SetupIn the section, select .Application Features SettingsEnable or disable the setting per your requirements.Enable Deferred Create and Edit

Enable: The application performs the create and edit transactions asynchronously and passes the control back to the user.Disable: The application waits until the create and edit transactions are saved and then passes the control back to the user.

Publish the sandbox.

ROLE INFORMATION

This feature can be controlled by the sales administrator.

CONFIGURABLE SEARCH CAPABILITIES

Configure opportunity saved searches so that sales users see just the list of opportunities that are relevant to them. As an administrator:

Update the text search field for standard or custom objects so that it uses the operators "begins with" or "contains".Allow the saved search of an opportunity object to contain multiple opportunity status values.

STEPS TO ENABLE

To change the search fields for standard or custom objects:

Sign in to the application as a sales administrator.Activate a sandbox.Navigate to .Application ComposerSelect from the Application drop down list.CRM CloudSelect and then .Mobile Application Setup CX Cloud MobileSelect the object for which you're configuring the search operation, for example, the Opportunity object.Using the standard layout, navigate to the Search section, and select the field and the operator to use for a simple search for that object.Save the changes and then test the change by downloading the sandbox to the Oracle CX Cloud Mobile application.

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Configuring Simple Search

To use multiple status values in an opportunity saved search:

Sign in to the application as a sales administrator.Activate a sandbox.Navigate to .Application ComposerSelect from the Application drop down list.CRM CloudSelect and then .Mobile Application Setup CX Cloud MobileSelect the Opportunity object and click Saved Search.Clone the default saved search and select the field.Status Within the section, select one or more values for the field for the Opportunity object.Criteria Status

Configuring Opportunity Saved Search with Multiple Status Values

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PUSH NOTIFICATIONS FOR SERVICE REQUESTS

A critical element to great customer service is the ability to respond quickly to customer requests and changing events. To enable you to do this, Engagement Cloud now includes a push notification framework. This notification framework will enable users such as service agents and managers to receive push notifications on their mobile device to notify them of an event on service request records.

These push notifications can be configured to provide immediate insight into events such as an approaching SLA milestone or service request assignment. Once signed in to the mobile application, you can see a list of your notifications by clicking the Notifications icon on the global header. You can dismiss a notification after you view it. You can also perform bulk dismissals on several notifications simultaneously.

Notifications can be defined within Application Composer with your unique conditional logic to decide when to raise each notification. For example, you can define alerts for upcoming SLA milestones, reassignments, or escalations. The administrator can also decide whether to enable mobile push notifications for certain alerts, or deliver the alerts only to the Bell notifications on the desktop application (Bell notifications are always delivered, even if mobile notifications are disabled). Clicking the notification and navigating to the record details marks the notification as read, and it is cleared from the notification list.

Push notifications are supported in iOS and Android devices.

Push Notification

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STEPS TO ENABLE

Notifications can be enabled by an administrator by enabling the Service Notifications feature in Setup and Maintenance. When the Service Notifications feature is enabled, Bell notifications are automatically enabled.

Notification triggers are defined as a groovy expression in Application Composer containing the conditions that must be met for each notification. For example, a trigger can be defined to send a notification when a high severity service request is assigned to a user.

To enable the notifications feature for service requests:

Navigate to Setup and Maintenance, and select the Service offering.In the Functional Areas section, select Productivity Tools, and then select Change Feature Selection.Select Service Notifications to enable notifications for Service.

Notification Feature


When actions such as a mass import of service requests are taking place, there may be a need to disable notifications. To do this, use the following profile option to disable notifications:

SVC_DISABLE_BO_NOTIFICATIONS

KEY RESOURCES

For information about how to configure Service notifications, see the online documentation at https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/index.html

ROLE INFORMATION

To configure notifications, administration privileges are required.

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CONFIGURATION

FILE-BASED DATA IMPORT / EXPORT

FILE-BASED DATA IMPORT FRAMEWORK

Use the improved file-based data import framework that has increased usability, reliability, and performance. The import framework is available for common Oracle Sales Cloud objects such as Accounts, Contacts, Leads, Opportunities, and more.

The new import framework improves usability in the following ways:

Streamlines the UI for importing flat-file data and monitoring status. The UI now includes a new drag-and-drop feature for mapping columns in your source file with columns in the associated Oracle Sales Cloud object.Analyzes up to the first 10 rows of your input file for validation. This validation ensures that mapped columns meet datatype constraints and that the required fields are included in your input file.Matches the data shape of importable objects with the corresponding RESTful APIs of each object.Invokes and monitors import and export jobs using new RESTful APIs.External data loader client application provides command-line access to invoke and monitor import jobs. The client application automatically breaks large files into multiple files that can be processed by the framework, and then manages the submission and status of each file.

The new import framework improves reliability in the following way:

Improves the underlying architecture of the import process to eliminate jobs that end in an application error.

STEPS TO ENABLE


KEY RESOURCES

Documentation for the import framework can be found in the Tasks > Administer section in the Oracle Sales Cloud Help Center.

ROLE INFORMATION

You must have the Sales Administrator job role to access the file-based data import functionality.

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APPLICATION COMPOSER

ABILITY TO SELECT CONFIGURATION TYPES FOR CONFIGURATION SET MIGRATION (CSM) EXPORT

Configuration types, such as BI content, Email Templates, Enterprise Scheduler Services, Industry Solutions Extensions, and SOA artifacts, can be selected or deselected for export from the source environment during the Configuration Set Migration process. This capability enables you to selectively migrate new or updated configuration types from the source environment to the target environment, rather than migrating all types. It helps to save migration time for system administrators and implementation consultants.

STEPS TO ENABLE


UPDATE EVENTS ON STANDARD OBJECTS BASED ON CUSTOM CHILD OBJECT UPDATES

Raise "update" events for standard objects when there are create, update, or delete operations on their child objects. These events are raised irrespective of you being in or out of a sandbox.

Use the public events by the Integration Cloud Service to integrate Oracle Sales Cloud with another system. With this addition, the integration system is notified when the parent object is updated and when the custom child objects are updated. Subsequent RESTful calls are made to synchronize the parent object and all its child data.

STEPS TO ENABLE


KEY RESOURCES

For information about enabling and subscribing to Oracle Sales cloud event, see Prerequisites for Creating a Connection in the Using the Oracle Sales Cloud Adapter guide.

CONFIGURATION REPORTING

In configuration reporting, see more details about an object's dynamic layouts. In addition to the total number of layouts, you can see a list of fields, actions, and buttons exposed on each page layout, as well as the criteria for page layouts. This detailed layout information can be included for up to five objects.

To use the feature, navigate to Application Composer > Metadata Manager > Configuration Report > Generate.

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Configuration Report on All Modified Objects

If a layout details report is needed, the administrator can select up to five objects in a shuttle window.

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Objects Selected in Shuttle Window

STEPS TO ENABLE


ABILITY TO DELETE UNPUBLISHED OBJECT WORKFLOWS, ACTIONS, AND LINKS

Delete unpublished object workflows and their associated actions from the current sandbox. You can also delete unpublished actions and links, and these are then automatically removed from the pages where they were available as buttons, menu items, and links.

STEPS TO ENABLE


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KNOWLEDGE MANAGEMENT

SEARCH TUNING

EC Knowledge features a customer-help dictionary that enables the search engine to use natural language to find the best answer to users' questions in the knowledge base. This dictionary consists of concepts with synonyms, i.e. words, phrases and acronyms that have the same or similar meanings. The search engine uses these concepts and synonyms to retrieve consistently valuable answers even when users' questions are indirect or use different terms than those in the knowledge base.

The new Manage Search Dictionary tool enables knowledge base administrators to view, edit, and add concepts and synonyms to the dictionary. Knowledge administrators can add terms that are important to their organizations and users, including their specific products and services, as well as any synonyms (acronyms, abbreviations, alternative names or legacy names) that agents, customers, and authors may also use to refer to them.

For example, the knowledge administrator can add concepts for his organization's products and services with synonyms reflecting the different ways agents, customers, and authors may refer to them, such as acronyms, abbreviations, alternative names and legacy names.

The benefit of this feature is that users can quickly and easily find answers in the knowledge base without knowing specific terminology or how the content is worded or organized. The search engine automatically does the work of matching users' questions to the best answer, saving the user the time and frustration of having to re-word their question, or not getting an answer at all.

STEPS TO ENABLE

Enable the functional area "Knowledge Management".


When adding synonyms to a concept ensure that they have the same or a similar meaning within your business or organization, as adding words or phrases that do not mean the same impacts search accuracy negatively.

KEY RESOURCES

For more information, see the section Simple Concept Editor in the Using Knowledge in Engagement Cloud guide.

ROLE INFORMATION

A user must have the Knowledge Manage role to access to the Manage Search Dictionary feature.

NEW AUTHORING APPLICATION

In this release, we introduce a new, improved user interface for authors to view, create, modify, translate, list and publish knowledge articles.

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Guided Task Flows: Designed for optimal productivity, new guided flows streamline the most common authoring tasks, such as creating, editing, and translating articles. These new guided flows increase authors' efficiency and facilitate improved knowledgebase management.Visual Consistency: The user interface has been redesigned to be consistent with all other Oracle Cloud applications. Tasks are easier to learn and execute, enabling authors to quickly and intuitively learn new skills and transfer existing knowledge to new contexts.Discoverability: Information is intuitively organized so authors can more efficiently find, create and publish knowledge articles to keep up with customer demands. Responsive Design: Screens will render well on a variety of devices and window or screen sizes.Accessibility: Authoring screens were designed to meet the applicable U.S. Section 508 standards and Web Content Accessibility Guidelines (WCAG) 2.0 'A' and 'AA' levels. (For more information, please refer to the Oracle Voluntary Product Accessibility Template for Engagement Cloud Knowledge Management.)

STEPS TO ENABLE

Enable the functional area, "Knowledge Management".


Authors entitled to create Service knowledge articles should be assigned the Knowledge Author Service role. Authors entitled to create HCM knowledge articles should be assigned the Knowledge Author HCM role.

KEY RESOURCES

For information on using the new authoring features, see the section Using Knowledge Authoring in Using guide.Knowledge in Engagement Cloud

KNOWLEDGE ADMINISTRATION

This release introduces new features that enable administrators to configure the Knowledge Management application.

MANAGE KNOWLEDGE LOCALES

Authors can create, and agents and end-customers can view, knowledge articles in 25 languages and in 40 locales. Locales are used to differentiate knowledge content by language and country or region. For example, English-based locales include the United States, the United Kingdom, Canada, Australia, and others; French-based locales include France, Canada, Belgium, etc. The benefit of Manage Knowledge Locales is that it enables knowledge managers to control the locales available in their organization. When a knowledge manager activates a locale in Manage Knowledge Locales, it becomes available throughout Engagement Cloud Knowledge. Knowledge managers can configure content types and the search dictionary in the locale; authors can create knowledge in this locale; and agents and end-users can consume knowledge in this locale.

MANAGE CONTENT TYPES

Authors create knowledge articles based on one of several content templates, or content types. Knowledge managers can use Manage Content Types to configure these content templates and make them available to authors to use. For example, a simple content template may consist of a Question field and an Answer field; a more structured content template may consist of fields for Title, Environment, Cause, Problem, Solution, Internal Notes, etc. Manage Content Types features rich configuration options for content templates and their fields. Knowledge administrators can define visibility options, formatting options and applicable products and categories. The benefit of this feature is to guide authors as they create knowledge and help them provide the best level of information and context in a consistent style.

Key features include:

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KNOWLEDGE USERS

Knowledge Users controls users' authoring privileges for locales and content types. Knowledge managers can assign one or more authoring locales to each user. They can also assign role-based permissions to users to enable them to view, create, edit, publish, etc., knowledge articles within each content type. For example, a manager can configure a role with permissions to create and edit, but not publish, knowledge articles English-United States locale. The benefit of this feature is to ensure that authors have the appropriate privileges for their abilities and roles.

STEPS TO ENABLE

Enable the functional area "Knowledge Management".


The recommended setup process is to configure features in the following order: Manage Knowledge Locales, Manage Content Types, Knowledge Users.

It is recommended, but not required, that the locales activated in Manage Knowledge Locales correspond to the installed language packs. For example, it is recommended that the French language pack is installed if the French-France knowledge locale is active. Should the French language pack not be installed, products and categories will lack French translations and knowledge articles of the French-France locale may be displayed with products and categories in a different language for which there is an installed language pack.

KEY RESOURCES

For more information on administering locales, content types, and users, see the section Administering in the guide.Knowledge Using Knowledge in Engagement Cloud

ROLE INFORMATION

Users must have the Knowledge Manage role to access the Knowledge administration features.

KNOWLEDGE MANAGEMENT ANALYTICS

Knowledge Management Analytics provides new dashboards and supporting subject areas that provide management insight into the knowledge base. The dashboards summarize information about the articles being created, updated, published and linked. They can be used as-is, and can be configured to meet your organizations requirements.

The dashboards are:

All Knowledge by Day (also available for week and month): Shows all users' activity for all articles created, updated, published, and linked in the selected time period (last 12 days, weeks, or months).My Knowledge by Day (also available for week and month): Shows an individual user's activity for all articles created, updated, published, and linked in the selected time period (last 12 days, weeks, or months).All Knowledge Breakdown: Shows the extent of the available content in the knowledge base using the total article count by product, category, content type, and by locale.

The four subject areas are:

Article Real Time: Provides general information for knowledge management content reporting. It includes all available information, such as the article version, the version author, and the version locale for each article.

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Article Links Real Time: Provides article-to-service request linking information. Only articles linked to service requests and service requests linked to articles appear in this subject area.Article Category Real Time: Provides the details of articles associated to categories.Article Product Real Time: Provides the details of articles associated to products.

STEPS TO ENABLE

There are no required steps to enable or configure Knowledge Management Analytics. To access the dashboards:

Go to Tools - Reports and AnalyticsSelect Browse CatalogSelect Shared Folders, Service, Embedded Content, Knowledge Analyst, DashboardsOpen or Edit the following dashboards:

All Knowledge BreakdownAll Knowledge by DayAll Knowledge by MonthAll Knowledge by WeekMy Knowledge by DayMy Knowledge by MonthMy Knowledge by Week

KEY RESOURCES

Key Resources text: For more information, see the section Analyzing Knowledge in the Using Knowledge in Engagement Cloud guide.

ROLE INFORMATION

Users must have the Knowledge Management Transaction Analysis role to access to the Analytics feature.

LAUNCH KNOWLEDGE CONTENT PROCESSING

The Knowledge Content Processing Status page allows administrators to view the history of completed content processing jobs (including their details) as well as manually launch the content processing jobs.

Knowledge article changes are regularly added to the search index via the "incremental" content processing job.

A "full" content processing job is only required to pick up non-document related changes which might impact documents. For example product hierarchy or category hierarchy changes where documents are not updated. If you require non-document changes to be reflected in the index you can manually run a "full" content processing job.

STEPS TO ENABLE

Enable the functional area "Knowledge Management"

To launch the Knowledge Content Processing job manually:

Navigator: Setup and MaintenanceSetup: ServiceView Configuration: Knowledge ManagementTask: Manage Knowledge Search DictionaryTab: Content Processing

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1.

Then either select

Run Full Content ProcessingRun Incremental Content Processing

To have the Incremental Knowledge Content Processing job launch automatically:

There is a single ESS search content processing job called Knowledge Search Batch Process which is required to be scheduled for automatic incremental content processing.


SCHEDULE

Incremental content processing typically starts within a 15 minute period of the ESS job being scheduledFull content processing is ran on-demand

TIPS

Only 1 content processing job can run at a time.Running a "full" content processing job will take a lot longer than the incremental job.As job completion times will vary for each site, for the best indication of estimated job completion times, look at the history of other jobs of the same type.If you want to see the status of the currently running job, press the "refresh" button.You can only view details for completed jobs (not in-progress jobs).

KEY RESOURCES

Key Resources text: For information on managing content processing, see Managing Search Content Processing Jobs: Explained in Using Knowledge in Engagement Cloud guide.

ROLE INFORMATION

The Knowledge Administration role is required to launch the content processing jobs.

SERVICE REQUEST MANAGEMENT

SERVICE REQUEST RESOLUTION

This release adds a new standard action to the Service Request details page to provide a simple, consistent way to gather resolution information about a service request.

RESOLVE DIALOG

Service Agents can resolve a Service Request by choosing the 'Resolve' action from the Actions menu from the Service Request details page. The 'Resolve' dialog presents all of the relevant fields in one place, such as outcome, resolution code, and solution comments, in order to encourage consistent data collection about SR outcomes. This dialog is pre-populated with any information that has already been entered into the Service Request.

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Status - contains all of the Service Request status values for the Resolved status type.Outcome - dropdown that contains the top-level categories for describing what type of resolution was achieved for the Service Request.Resolution Code - dropdown contains detailed reporting codes describing how the chosen Outcome was achieved. The options available in this list are dependent on the value selected in the Outcome list.Solution Description - gives the user 1000 characters to explain in detail how the problem was solved. The field supports the option to use SmartText to quickly fill in commonly used text.

Service Request Resolve Dialog

SOLUTION SECTION

A new Solution section now appears immediately below the Problem Description to capture information regarding the final resolution of the SR. The Solution field is available throughout the lifecycle of the SR, so notes and draft descriptions can be prepared and validated before the Service Request is formally Resolved.

Solution Section

CONFIGURATION AND ADMINISTRATION

Administrators can setup Outcomes and Resolution Codes using a new setup task in Setup & Maintenance. Use Application Composer to extend the service request resolution flow.

Elements in the UI:

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1. 2.

Setup Outcomes and Resolutions

STEPS TO ENABLE

The Service Request Resolution flow is enabled by default. The Profile Option is 'Enable Resolve SR default value' ('SVC_ENABLE_RESOLVE_SR') and is set to 'Yes'.


Setup Outcomes and Resolutions in this order:

Define 'Outcome' values using Lookup Type 'ORA_SVC_RESOLVE_OUTCOME_CD'Define 'Resolution Code' values and associate them to Outcomes using FSM screen 'Manage Service Request Outcomes and Resolutions'

NESTED TABS FOR SERVICE REQUESTS

The Service Request work area enables agents to interact with multiple records simultaneously through top level dynamic tabs in order save time accessing related information about a service interaction. With the previous release, top level dynamic tabs can be opened side by side for Service Requests, Accounts, Contacts, Assets and Custom Objects.

This release enhances the user experience by allowing related records to be opened as nested tabs underneath a selected top level service request. This creates a natural grouping of the most common records related to a service request. As a result, the user can more easily keep the work area organized while handling multiple interactions, more easily switch contexts between interactions, and more quickly close out the tabs when an interaction ends.

For this release, when an agent opens a Service Request record as a top-level dynamic tab and then drills into other linked objects associated to that service request such as the Primary Contact or Account, the agent will see these objects open in a nested dynamic tab (see screen shot below). When the new nested tab opens, that record will become the active tab. Under Service Request, users can drill into the related Account, Contacts, Assets, Custom Objects and even other Service Requests and open them in the nested tab pattern.

To ensure the highest level of usability and to prevent the inadvertent loss of data, a visual indicator in a form of a blue dot will be presented on any tab that has unsaved data. This allows agents to immediately identify when there is unsaved data so that they can take the appropriate action.

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Nested Dynamic Tabs

STEPS TO ENABLE


ACTION PLAN USABILITY ENHANCEMENTS

This release of Oracle Engagement Cloud introduces several usability enhancements to Action Plans including:

Import of Actions - as an administrator within Setup and Maintenance, you can import actions from another source.Mapping multiple fields from parent to child - as an administrator you can map multiple fields from the parent Service Request when creating an action in order to populate additional fields on the action.Sandbox warning message - as an administrator you will be prevented from making changes to action plan setup when you are in a sandbox.Recreate actions - a user can retry creation of a related business object for an action if there is an error on the action.

All of the above enhancements are automatically available without additional setup tasks,

STEPS TO ENABLE

The Action Plan feature must be enabled but there are no subsequent steps to enable these enhancements.

KEY RESOURCES

For more information, see the chapter in the guide.Action Plans Implementing Service in Engagement Cloud

ROLE INFORMATION

These enhancements are all available for the Service Request Administrator. The recreation of actions is also available for the Service Request Power User and Service Request Troubleshooter.

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2844203

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QUEUE BASED SERVICE REQUEST VISIBILITY

When viewing lists of service requests or creating custom searches, user access can be explicitly limited to queue membership. In the Security Console, an administrator can grant queue-based visibility to service requests for specific roles so that users with these roles can only see the service requests assigned to the queue or queues where they are a resource member. With this new data security policy, your company has the additional option to force all seeded and custom searches to be constrained only to queue membership for a set of users.

STEPS TO ENABLE

None of the out-of-the-box roles have queue-based service request visibility. Perform the following steps to give the queue based data security policies to your users:

Create a new job role and navigate to the section where you can associate data security policies to a job role. Create a new Data Security Policy with the following attributes:

Give the policy an appropriate name.Select Data Resource = .Service Request HeaderSelect Data Set = .Select by instance setData Condition Name = Access the service request header for table

where the customer relationship management service request is SVC_SERVICE_REQUESTSassigned to a queue that they are a member of.Select the appropriate action. Typically all actions except Delete are selected. See the screenshot below.

Click and continue to the Users section of the Job role creation process.OKAdd the users you would like to get this data security policy and save the job role.

Data Security Policy for Queue Based Service Request Visibility


If your users have existing service duty roles and you do not want your users to see all the service requests they can currently see, you will need to remove those data security policies from the user.

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1. 2. 3.

To achieve this,

Copy the seeded duty roles given to your users.Remove the data security policies that you do not want these users to have.Follow the steps as described in "Steps to Enable".

KEY RESOURCES

Refer to the guide to understand Oracle Engagement Cloud security and how you can make Securing Saleschanges to it. http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OSCUS1717419

ROLE INFORMATION

You CRM Application administrator would typically have the permission to make these security changes.

SERVICE ENTITLEMENTS FOR BUSINESS UNITS

Companies with multiple business units implemented can now manage milestone configuration definitions separately for each business unit, to account for potential differences in business process and unique implementation of customer commitments.

The existing task Manage Milestone Configuration under Setup and Maintenance now shows all milestone configurations across business units. This same task can be used to create a new milestone configuration for a specific business unit, allowing different business units to have separate definitions of when milestones start, pause, and are complete. Alternatively, a new task has also been provided in Setup and Maintenance functional area for Business Unit setup, so that a unique milestone configuration can be easily set up as one of the steps when a business unit is set up.

STEPS TO ENABLE

This feature is automatically enabled when multiple business units are enabled, but when each business unit is created, you must create milestone configurations for each milestone used by that business unit.


When setting up multiple business units, each business unit has its own separate definition of milestone configuration, so the creation of a business unit requires this setup if milestones are intended to be used for service requests created under that business unit.

If business units have different SLA commitment times or want to use different calendars for a milestone, you can configure standard coverages to check business unit as an additional criteria column, and specify different times or calendars for each business unit in the standard coverage. For additional information about configuring standard coverages with additional columns, review the section "Creating Columns for Entitlement Rules" in the Implementing Service guide.

KEY RESOURCES

For details about setting up entitlements, see the "Setting Up Service Entitlements" chapter in the guide: Implementing Service in Engagement Cloud http://www.oracle.com/pls/topic/lookup?

ctx=cloud&id=FAIEC2331371For details about implementing multiple business units for your service organization, reference the chapter in the same uide: Setting Up Business Units Implementing Service in Engagement Cloud ghttp://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2854853

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OSCUS1717419http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2331371http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2331371http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2854853

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BUSINESS UNIT-BASED SERVICE REQUEST VISIBILITY

When viewing lists of service requests or creating custom searches, user access can be explicitly limited by Business Unit (BU) membership. In the Security Console, an administrator can grant BU-based visibility to service requests for specific roles so that users with these roles can only see the service requests assigned to the business unit or business units where they are a resource member. With this new data security policy, your company has the additional option to force all seeded and custom searches to be constrained only to BU membership for a set of users.

STEPS TO ENABLE

None of the out of the box roles have business unit-based service request visibility. Perform the following steps to give the BU-based data security policies to your users:

Create a new job role and navigate to the section where we associate data security policies to a job role. Create a new Data Security Policy with the following attributes:

Give the policy an appropriate name.Select Data Resource = .Service Request HeaderSelect Data Set = .Select by instance setSelect one of the below data condition names:

Access the service request header for table SVC_SERVICE_REQUESTS where the customer relationship management service request is associated with my business units or the application default business unit Access the service request header for table SVC_SERVICE_REQUESTS where the partner service request is associated with my business units or the application default business unit

Select the appropriate action. Typically all actions except Delete are selected. See the screen capture below.Click and continue to the Users section of the Job role creation process.OKAdd the users you would like to get this data security policy and save the job role.

Data Security Policy for Queue Based Service Request Visibility

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1.

2. 3.

4.


If your users have existing service duty roles and you do not want your users to see all the service requests they can currently see, you will need to remove those data security policies from the user. To do so, complete the following steps:

Copy the out of the box duty roles given to your users.Remove the data security policies that you do not want them to have.Follow the steps as described in "Steps to Enable".

KEY RESOURCES

Refer to the guide to understand Oracle Engagement Cloud security and how you can make Securing Saleschanges to it.

ROLE INFORMATION


SECURE THE BUSINESS UNIT FIELD ON A SERVICE REQUEST

The business unit (BU) field on the Service Request object is now secured using a privilege. The following prebuilt job roles can change the BU when editing a service request:

Customer Service RepresentativeCustomer Service ManagerSales ManagerSales RepresentativeSales VPCustomer Relationship Management Application AdministratorSales AdministratorChannel Account ManagerChannel Operations ManagerChannel Sales Manager

If the "Update Service Request Business Unit" privilege is revoked from the above roles, users with those roles will no longer be able to change the BU of the service request when editing.

STEPS TO ENABLE

To remove the 'Update Service Request Business Unit' privilege from a user's role, you will need to perform the following steps in Security Console (The steps assume your users have been granted one of the prebuilt service job roles):

Copy the prebuilt job role that is granted to the user. (The role would be one of the job roles mentioned above). This job role should have one of the following duty roles:

Service Request Administrator Service Request Power User Service Request Troubleshooter Service Request Contributor Service Request Channel User

Copy the duty role that is already granted to the job role.Edit the copied duty role and remove the 'Update Service Request Business Unit' privilege from the role.

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OSCUS

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5. 6.

1. 2.

1. 2. 3. 4. 5. 6. 7. 8. 9.

Edit the previously copied job role and remove the service duty role (the one you copied to create a custom duty role).Add the custom duty role to the copied job role.Remove the previously-granted prebuilt service job role from the user and grant the new custom job role to the user.


If you have custom roles for your users, do the following:

Identify the custom role that has the 'Update Service Request Business Unit' privilegeRemove that privilege from the role.

KEY RESOURCES

Refer to the guide for details on using the security console and managing your roles.Securing Sales

ROLE INFORMATION


EXPORT FUNCTIONAL SETUP FOR A SPECIFIC BUSINESS UNIT

In previous releases, when exporting the business unit functional setup for the Service offering, the system exported the setup for all business units. With this release of Engagement Cloud, you can export the functional setup for a specific business unit. This provides additional management flexibility in circumstances where each business unit is managing its own set of configurations.

STEPS TO ENABLE

Navigate to in Setup and Maintenance.Manage Implementation ProjectsCreate a new Implementation Project to export your business units setup data.Save and open the project.Add the task list to the project.Define Business Units for ServiceExpand the task list.In the column, click the for the first task that has that link.Selected Scope SelectIn the picker, find and pick your business unit.Click for the implementation project and continue with the creation of the configuration package.DoneWhen you export the configuration package, the export data will only include data for your selected business unit.

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Export Business Unit Specific Functional Setup

KEY RESOURCES

Refer to Exporting and Importing Setup Data for Implementation Projects chapter in the Using Functional for more details.Setup Manager guide

ROLE INFORMATION

Your CRM Application administrator will typically have the permission to export functional setup data.

OMNICHANNEL FRAMEWORK

CROSS-CHANNEL INTERACTIONS

In this release, Engagement Cloud introduces a major functional enhancement to the interactions framework. With the advent of additional channels being added to the omni-channel framework, interactions now have the ability to track and manage inbound and outbound communications that cross from one channel to another.

For example, if a customer begins a communication with an agent through an inbound chat, and then the agent promotes that communication to a phone call - the interaction framework can track and manage that communication through its lifecycle and across both channels.

In addition to tracking the journey a communication takes across channels, the interaction framework also has enhanced functionality to track the transactional activities that took place during that communication. When an agent is working with a customer on a live communication such as a chat or a phone call, the interactions framework can identify and associate the business objects that may have been edited or created during that communication. In this release, cross-channel interaction tracking is supported for Service Requests.

As an Agent or a Manager, users will now have a way to quickly and easily view the transactions that took place during the course of a communication with a customer. This 360 degree view of the customer journey is visible through the interaction history sub-tab on the Account, Contact and Service Request objects.

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STEPS TO ENABLE

To enable the Cross-Channel Interaction functionality, the following steps are necessary:

As an Administrator, go into Setup and MaintenanceSelect the Service offeringSelect Communication Channels under Functional AreasSelect All TasksSelect Setup and Configure Cross-Channel CommunicationsYou will be presented with a UI which will allow you to select the options you want:

Enable Cross-Channel CommunicationsSelect the amount of time from the last interaction update date to associate interactions. (The default value is 20 minutes, however you can select a little as one minute - or as much as 120 minutes)Select the amount of time from the last interaction create date to associate interactions. (The default value is 20 minutes, however you can select a little as one minute - or as much as 120 minutes)Select which objects you would like to automatically associate from the list of available objects

Setup Page for Cross-Channel Interaction Tracking

ROLE INFORMATION

To perform the setup and configuration of Cross-Channel Interactions, you must have Administrator privileges.

LIVE WINDOW COMPANION TAB

In this release, Engagement Cloud enhances the Live Window functionality to provide greater flexibility for integration with third party telephony vendors. New to the Live Window is the addition of the Companion Tab that provides additional screen real estate to third party telephony vendors, allowing them to embed value-add functionality as part of their telephony controls.

Third party telephony vendors can use the Companion Tab within the Live Window to display additional features such as administrator dashboards or telephony reports which provide additional value and flexibility to users in the engagement center.

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Live Window Companion Tab with Sample Content

STEPS TO ENABLE

In order to enable the Companion Panel, please ensure that you first have the Live Window configured and active.

To enable the Companion Panel within Live Window, perform the following steps:

Navigate to Setup and MaintenanceSelect the Service offeringSelect Communication Channels from the list of Functional AreasFilter to see All TasksSelect the Manage Media Toolbar Configuration taskNext to Companion Panel - select YesEnter in the desired tab label for the Companion PanelEnter the URL for the Companion Panel, provided by your third party telephony vendor

KEY RESOURCES

For more information see the chapter in the Configuring Computer Telephony Integration (CTI) Implementing guide: Service in Engagement Cloud http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC2100625

ROLE INFORMATION

To perform this setup and configuration, you must have Administrator privileges.


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ADDITIONAL NETWORK SUPPORT FOR SOCIAL MONITORING

The social customer service channel supports monitoring of social posts on popular social networks, capturing service-related posts as service requests, and routing these to available agents for resolution. A prebuilt integration to Oracle Social Cloud Listen using Oracle Integration Cloud Service (ICS) powers the social monitoring channel. Social listening capabilities from Oracle Social Cloud enable the service organization to proactively monitor the world's most popular social networks along with thousands of other public sources.

The social monitoring process allows service agents to view full conversations in Oracle Engagement Cloud and respond to social media posts directly from Oracle Engagement Cloud.

In previous releases, only Twitter and Facebook were supported as social networks for social customer service where an agent could respond back on the social channel. With this update, the solution has added support for Instagram, WeChat, and Sina Weibo.

Not all social networks work the same way. Below are some points that you should consider when providing service over a specific social network:

Social Network Integration Feature Matrix

STEPS TO ENABLE


KEY RESOURCES

Refer to chapter Setting Up Communication Channels in the Implementing Service in Engagement Cloud guide for instructions on implementing the Oracle Social Cloud integration.

SERVICE CHANNELS


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transcript between the agent and consumer and associates it with the interaction wrap-up record. The details of the chat transcript can be viewed at any future time as part of the Interaction History tab within the Account, Contact and Service Request record by drilling into the associated wrap-up available on the chat interaction.

Chat Transcript

STEPS TO ENABLE

To enable transcript, wrap-up functionality must be enabled.

The following steps are necessary:

As an Administrator, go into Setup and MaintenanceSelect the Service offeringSelect Communication Channels under Functional AreasSelect All TasksSelect Configure Call Flow ParametersSelect Wrap-up and set to YES

Enable Wrap-Up

The enhanced agent workflow for Chat now includes the option to display a wrap up dialog at the conclusion of the interaction to capture the disposition details for the chat. Additionally, the workflow captures the full chat

CHAT WRAP UP AND TRANSCRIPT RECORDING

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1. 2. 3. 4. 5. 6. 7.

8.

9. 10.

1. 2. 3.


After the chat exchange is completed, click on close live window and enter the details and complete wrap up. The associated interaction will include wrap-up details and the transcript.

SERVICE ANALYTICS

ANALYTICS SUBTAB ON THE SERVICE REQUEST DETAIL PAGE

The page layout for Service Requests now supports the ability to embed reports from the BI catalog within an Analytics subtab on the Service Request(SR) detail page. The tab can be configured to display a contextual report related to the specific service request by passing the service request ID to the report. The Analytics sub-tab is not displayed by default and must added to the page layout by the administrator.

STEPS TO ENABLE

To enable the Analytics sub tab on the Service Request (SR) detail page

Login as AdministratorSet up a sandboxFrom the Home page go to Navigator > Application Composer.Select 'CRM Cloud' from the Application drop-down list.Click on 'Service Request' under 'Standard Objects'.Under the Service Request node select Pages.Under the section for Detail Page Layouts, copy the standard layout or select an existing layout where the Analytics tab is added.In the area with the vertical sub-tabs, click the Reorder icon. A screen appears which has up to three analytics tabs that can be added. This figure shows the Configure tab option for the edit object page.Click OK.Click Done. The Analytics tab now shows on the Edit Service Request page.

To add an analysis to the Analytics sub tab area you have just enabled

On any SR detail page, click on the Analytics sub tab. You enabled this tab in the previous step.Select Add Content and navigate to the analysis you want to show on the SR page.Next to the analysis select Add. The analysis is now available to view from the Edit SR page.

When an analysis is added to the object page, it should show the data specific to that user's transaction record. This specific data shows because of the filter prompt in the analytic that passes parameters from the transaction record to the analytic. A parameter button is visible in the analytic when a filter prompt is added.


Make sure that the report(s) embedded under the Analytics sub-tab is accessible by the users in BI.To make the displayed report data contextual to the selected SR, the report should be constructed such that the Service Request ID column is a part of it (although hidden) and the same ID column should be a prompted filter.

KEY RESOURCES

For more information see the chapter in the guide.Analytics Implementing Service in Engagement Cloud


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KNOWLEDGE ARTICLE USAGE ANALYSIS IN SERVICE REQUESTS

Knowledge Article Usage Analysis allows you to measure the extent of usage of knowledge articles when resolving service issues. Agents are always encouraged to share relevant articles with customers to provide helpful information, thereby reducing both the number and duration of live interactions. This contributes to faster SR resolution, thereby improving overall operational efficiency and contributing to customer satisfaction.

These enhancements to existing analytics content make it possible for managers to track the extent to which agents leverage knowledge articles by linking them to SRs. The available insight helps teams align better with organizational objectives and achieve target performance in article link rates such as SR % with article links and issue resolution rates. Related key performance indicators such as average interactions to resolve an SR and average SR resolution times can be tracked in association with the article linkage metrics to identify opportunity for further improvements.

The following metrics are now available out of the box. They enable you to build custom reports to perform article usage analysis. All the relevant "dimensions" or contexts for analysis such as agent/manager name, SR open and resolution dates/time periods, service request attributes such as service category, criticality, etc. are available as well.

# of SRs with Linked Articles% SRs with Linked ArticlesAverage Time to Resolve (Days) of SRs linked to issue resolving articlesAverage Time to Resolve (Days) of SRs linked to non-resolving articlesAverage Time to Resolve (Days) of SRs not linked to articles

STEPS TO ENABLE

The new prebuilt metrics are available under the 'CRM - CRM Service Request Summary' subject area. No specific steps are needed to enable. However in order for metrics to show data a scheduled process (ESS job) 'Aggregate Service Requests' should be run. Steps to run this job are available in documentation.

KEY RESOURCES

Refer to the following documents:

The chapter in the guide.Understanding Service Analytics Implementing Service in Engagement CloudOracle Sales Cloud Creating and Administering Analytics Guide

ACTION PLAN ANALYTICS

Action Plan Analytics enable customer service managers to obtain a complete picture of action plan enforcement of company policies and procedures. Action plan information captures compliance against a pre-defined set of actions, and analytics highlight metrics around open and closed action plans, delayed actions and aging of action plans. Real-time reporting provides both summary metrics and pre-built reports.

A new subject area, Service - CRM Service Request Action Plan Actions Real Time, is introduced to support the analysis to answer business questions such as:

Are there action plans tracking late to an overall target completion date? What is the delay in estimated completion dates?What is the breakdown of open action plans by category?How many action plans are open and how long have they been open?


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1. 2. 3.

Action Plan Estimated Completion Date DelayActive Action Plan Summary

STEPS TO ENABLE

There are no steps to enable the Subject Area.

KEY RESOURCES

For more information, see the chapter in the guide.Analytics Implementing

table of contents - cloud.oracle.com · ability to disable opportunity cascading logic ... ability...

Documents