how oracle sales cloud release 12 will boost sales productivity
TRANSCRIPT
How Oracle Sales Cloud Release 12 Will Boost Sales Productivity
Surendra NutalapatiSolutions Architect
Will ShiehSolutions Architect
Suresh KrishnanDirector, Oracle CX
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About Perficient
Perficient is the leading digital transformation consulting firm serving Global 2000 and
enterprise customers throughout North America.
With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
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Perficient Profile• Founded in 1997• Public, NASDAQ: PRFT• 2016 revenue $487 million• Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto
• Global delivery centers in China and India• Nearly 3,000 colleagues• Dedicated solution practices• ~95% repeat business rate • Alliance partnerships with major technology
vendors• Multiple vendor/industry technology and
growth awards
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Perficient’s CX PracticeFast Facts• Practice Started: 1999• Projects Completed: 600+• Multiple Specializations• Hybrid Deliver Model• Oracle Authorized Education Center• SupportNet Managed Services
- Support Services
Solutions Expertise• CXIQ/DT Strategy and Assessments• Implementations & Upgrades• Reporting and Analytics• OCM Framework/Program
Management• Design Thinking/Digital Approach• Marketing Cloud• Sales Cloud• Service Cloud
Oracle Specializations
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Agenda• R12 Product Highlights
• Enterprise Mobile
• Upgrade Process
• Security
• Engagement Cloud
• Q&A
R12 Product Highlights:User Interface
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User InterfaceHomepage Personalization
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User InterfaceOverflow Menu Button
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User InterfaceAdditional Infolets Pagination Dots
Sales administrators can create up to five additional pages with embedded analytics content and grant access to each page by job role. The layout of each page can be customized to include a single report, multiple reports, or an entire dashboard. Sales Administrators can enable or disable analytics pages and corresponding navigation links
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User InterfaceUser Preference Unified The user preferences page has been redesigned to match the Simplified UI experience.
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User Interface
• Home address• Home phone number• Personal email address• Taxpayer Identification Number (SSN)
PII Data Masking Fields
R12 Product Updates
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Multi Select / Mass Update• In R12, users can select multiple records in Lead or Opportunity pages, and mass update the transactions.• For example, you can update multiple opportunities’ status, close date, sales stage, win%, or win/loss
reason in one “mass update” action. You can also add the same comment to multiple records at once.
Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
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Dynamic Role-based ListAdministrators can build dynamic lists for different roles with the fields and data they need on the list page.
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Password Policy ControlExpanding capabilities to another role
User life cycle settings for new users
• Password policy• Username generation rule• Notification templates
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Excel Data Import MacroSupported Objects• Sales Users• Sales Catalog (Product Groups & Products)• Accounts• Contacts• Account Hierarchy• Leads• Opportunities
Doc ID 2229503.1
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Analytics• Additional Infolets• New subject areas
– Service Request– Partner Relationship – Sales Performance
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Enterprise MobileProduct Highlights• Prepare for daily appointments and plan for
the day • View aggregated activities visual timeline• Capture calls and emails as an activity• Log call reports and meeting minutes• Capture notes (speed to text) or attach
documents • Find sales record using saved filters, search
and sort• Map and directions to nearby leads, contacts
and etc. • Manage accounts and contacts• Accept, qualify and convert leads• View/update Service Request• Asset sub tab
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Enterprise Mobile ComposerProduct Highlights
• Drag-and-drop • Add custom fields• Add conditional fields• Preview layout• Add actions and links• Add field groups
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What’s Going Away• If you started with Release 8 or earlier, and are still using Sales Account – Sales Account Object is
going away– Re-create your Sales Account custom fields and child objects under the Account object– Migrate data from the Sales Account object to the Account object– This migration might impact several Account-related areas in your application
• Page layouts (including custom fields, custom child objects, dynamic layouts, related objects)• Global search, Saved searches• Custom reports and subject areas• Server scripts, Object workflows, Web services• File import• Security
• These desktop pages will soon be unavailable – Therefore, you must transition all of your users to the simplified pages for:– Account, Contact and Household– Activity– Opportunity, Lead, and Forecasting– Partners– Sales Campaign– Sales Dashboards, Reports and Analytics
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Additional ResourcesResources for Upgrading
Upgrade landing pages:• Customer Experience Release Readiness• Oracle Customer Connect• Performing Your Release 12 Upgrade
– My Oracle Support: Doc ID 2169959.1
Oracle Sales Cloud: What’s New in Release 12
• Organized by functional area• Describes new features, steps to enable them,
and roles that inherit them• Links to other resources, such as Security
Upgrade Guide (Doc ID 1989500.1)• Indicates which features are being phased in
Upgrade Process
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General Upgrade Process
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R12 Security Changes/Impact
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New Security Console in R12
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R12 Security Upgrade Process Flow
R12 Pre-Upgrade Notification from Oracle
Review Pre-Upgrade requirements and complete the
necessary activities
Oracle - Pre-Upgrade Script is Run
Oracle sends a notification with copied roles & privileges details
Complete the Post-Script activities; Change the application
areas referencing seeded application job roles to the copied
roles
Validate the application. Make any necessary changes for fixing
security issues
Production Pre-Upgrade script is run
Deploy the changes from Test to Production
R12 Upgrade notification from Oracle with the dates
Validate Production Application
R12 Upgrade in Non-Prod instance, a few weeks before
Production upgrade
Validate R12 Upgrade in Non-Producation
Raise a Service Request on Support in case of any issues and
resolve the issues
R12 Upgrade in Production instance
Deploy changes from Non Prod to Prod, and Validate the
application.
Start
End
Completed Pending
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Pre-upgrade Script
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Pre-upgrade ScriptRun across all Oracle Sales Cloud instances, including Global Single Instance (GSI) instances.
• Run as part of the routine patching window in February 2017• All non-production instances scheduled for the 2nd week of February• All production instances scheduled for the 3rd week of February• Copies have the suffix “Auto Copy” in the role or privilege name and have the prefix
“AUTO_COPY” in the role or privilege code
Example:
Role Display Name: Sales Representative (Auto Copy)Role Code: AUTO_COPY_ORA_ZBS_SALES_REPRESENTATIVE_JOBPrivilege Display Name: Create User Account (Auto Copy)Privilege Code: AUTO_COPY_ASE_CREATE_USER_ACCOUNT_PRIV
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Pre-Upgrade Notification from Oracle
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Pre-upgrade Notification from Oracle
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Actions Before Pre-upgrade ScriptThere are a number of tasks recommended that you complete before the pre-upgrade process:
• Identify the application areas mapped to pre-defined roles– Dynamic Page Layouts– Record Type Fields– Saved Searches– Custom Pages– Infolets and Dashboards– Groovy Scripts– EL Expressions
• Test Functionality before the Pre-upgrade process runs
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Actions Post Pre-upgrade Script Run• Assign custom pages and tabs to the copied roles
• Verify that copied roles can be edited in Security Console
• View and edit (if necessary) copied roles in Security Console
• Verify customizations to pre-defined roles
• Review copied privileges
• Review copied privileges in APM or Security Console
• Test the Functionality– Dynamic Page Layouts– Record Type Fields– Saved Searches– Custom Pages– Infolets and Dashboards– Update Role References in Custom Groovy Scripts– Update Role References in EL Expressions
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Important Notes• There should be no change in behavior after pre-upgrade if all
the validations are completed
• After the pre-upgrade script has run, do not make further customizations to predefined roles or privileges
• The pre-defined roles and privileges will be reverted back to their default functionality when your environment is upgraded to Release 12
• Any such customizations made after the pre-upgrade activity completes will be lost after upgrade to Release 12
• Deploy changes from non-production instance to production after the pre-upgrade script run in production
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EJR to AJR Merge
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Upgrade Notifications
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Upgrade Notification
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Upgrade Confirm Notification
Engagement Cloud
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Complete Platform for Sales, Service, and Partners
• Analytics & data visualization• Enterprise mobile• Process & integration• Identity & security• Configuration and composer tool• Social collaboration
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Same Application Platform as Oracle Sales Cloud
Common Extension Framework• Extend objects, UI, and logic• Shared data modelCommon Security• Shared security model• User management and identity
managementCommon Platform Services• Export/Import, Assignment, Email,
Search, APIsCommon Administration• Setup and deployment• Lifecycle management
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Service Request ManagementService Request Tracking• Enable sales reps to easily track
service requests for customer and partners
• Automatically assign service requeststo queues
Collaborative Service• Share service requests with
multiple team members and contacts
• Post and forward internal notes• Create & track activities associated
to service requestsFollow-up & Response• Follow-up and respond directly via
email (or via APIs)• Measure sales rep service activity
with real-time analytics
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Knowledge ManagementIntelligent Search• Auto-suggest the best answers
based on the customer question• Leverage natural language
search to improve search relevancy
Access in Service Context• Search knowledge in content of
a particular service request• Embed knowledge into
responses to customer questions
Knowledge Authoring• Author and publish content
across multiple languages• Manage multiple versions of
content
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User InterfaceOpen Multiple Records
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Engagement Cloud R12 and R13
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Customer Self-Service R13Branded and Extensible• Drag-and-drop configuration• Match the look and feel of your brand• Responsive UI for variety of screen
sizesSelf-Service Knowledge• Search and browse answers online• Publish articles across multiple
languagesAsk a Question• Enable customers to submit
questions directly from your support site
• Provide access to live help when your customers need it
User Registration• Enable self-registration for new user
accounts with the option to enforce approval
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Service Cloud and Engagement Cloud
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Engagement Cloud PositioningTargetHigh-touch, high-value accountManagement – B2B
RoleBlended-role sales reps who also provide customer service & support
Example Industry TargetsHigh Tech & Industrial ManufacturingFinancial Services (Commercial, Wealth)Communications (B2B)Consumer Goods (B2B)Automotive
QuestionsEnter your question into the chat box
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