oracle sales cloud customer management - oukcoukc.oracle.com/static14/opn/events14/166736/oracle...
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Oracle Sales Cloud
Customer Management Oracle Partner Network
May 2014
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended
for information purposes only, and may not be incorporated into any contract.
It is not a commitment to deliver any material, code, or
functionality, and should not be relied upon in making
purchasing decisions. The development, release, and timing of
any features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
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Content Subject to Change
The information in this presentation is correct as of the presentation date. However,
Oracle Sales Cloud continues to evolve and software patches are
applied frequently; therefore this information is subject to
change. Check with your Oracle Representative for updates.
This content is not warranted to be error-free.
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Customer Management
Define customer center and customer hub
Enable customer data management
Manage contacts and interactions
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Define customer center and customer hub
Customer Management in Release 8
Terminology
•Terminology for contacts, consumers, customers has
changed.
•You can create and manage Accounts for companies, and
create and manage Contacts for business contacts as well as
Contacts you directly sell to.
•Objects in application composer have also been renamed to
Account and Contact consistently.
•You can create and manage Households for groups of
related contacts.
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Accounts
An account is a company you sell to or want to sell to
Account Types:
Customer
A company you are selling to or have sold to
Can have associated Leads and Opportunities
Can be assigned to territories and has an owner
Prospect
A company you potentially want to sell to
Can have Leads, cannot have Opportunities
No territory assignment or owner
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Accounts List Page My Accounts, My Team, Territory Lists
Click to create Account
Easy access to Search, Actions
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Create an Account
Simple, minimal data
entry to create account
Create via browser on
any device - desktop,
laptop, mobile*
Create via file Import or Web services
Add account hierarchy (Parent account) from UI and import
Embedded address
validation and contact
duplicate check
* New in Release 8
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Account Overview Page
Account summary at
a glance
Primary Contact
Opportunities
Leads
Assets
Recommendations
Recent interactions
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Account Edit Page Account 360° view
Account hierarchy*
Attachments*
Batch Enrichment*
Opportunities, Leads
Business Relationships*
Assets, Recommendations*
Oracle social network
collaboration*
Sales team and territories*
Notes, interactions, tasks,
appointments
Analytics
Custom sub tabs*
* New in Release 8
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Extend Account Object
R7 Account has dual-object model: Account and Sales Account
R8 direction is to have SUI, Mobile and Outlook base on a single
Account object
R7 R8.4
Object Desktop UI Simplified UI Mobile Outlook Desktop UI Simplified UI Mobile Outlook
Account * Y Y N N Y Y (incl.
custom child)
N Y (incl.
custom child)
Sales
Account
Y (incl.
custom child)
Y Y (incl.
custom child)
N Y (incl.
custom child)
Y Y (incl. custom
child)
* Trading Community Organization Profile is renamed to Account in R8
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Households A household is a group of related contacts that you sell to
or want to sell to
Capture key information including wealth, income
Sell to households and manage their contacts, leads,
opportunities, relationships, assets, interactions and more
Household Types:
Customer
A household you are selling to or have sold to
Can have associated Leads and Opportunities
Can be assigned to territories and has an owner
Prospect
A household you potentially want to sell to
Can have Leads, cannot have Opportunities
No territory assignment or owner
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Household List Page My Households, My Team, Territory
Click to create Household
Easy access to Search, Actions
Create a Household
Simple, minimal data entry to create
household
Create via browser on
any device - desktop,
laptop, mobile
Associate multiple
contacts
Create via file import
or Web services
Embedded address validation
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Household Overview Page
Household summary at a glance
Primary Contact
Opportunities
Leads
Assets
Recent interactions
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Household Edit Page
Household 360° view
Household contacts
Opportunities, Leads, Assets
Embedded address verification
Oracle social network
collaboration
Sales team and territories
Notes, interactions, tasks,
appointments
Analytics
Custom sub tabs
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Extend Household Object
• R8 provides a consistent model for SUI, Mobile and Outlook base on a single Household object
R7 R8
Object Desktop UI Simplified UI Mobile Outlook Desktop UI Simplified UI Mobile Outlook
Household N N N N Y Y (incl.
custom child)
N Y (incl.
custom child)
Sales
Account
N N N N Y (incl.
custom child)
*Trading Community Group Profile is renamed to Household in R8
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Customer Center
In Desktop UI, customer center is the place where you
can see the details of Accounts, Opportunities and Leads:
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In the account work area In Opportunities and Leads
Customer Tree
The Customer Tree is a list of customer
information links in the Regional pane,
when you open up the Customer Center
section.
You can determine which links users
will see in the Customer Tree during setup.
Users can then further personalize their
trees by renaming links or hiding links that
they don’t use.
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Enable customer data management
Data Quality Overview
Available Data Quality Functionalities
Duplicate Resolution
Data Steward Dashboard
Data Quality and Enrichment Topics
Setup
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Common Data Quality Problems
CRM
FS
ERP
ERP
CR
CRM
ERP
F S
FS
CRM FS
CRM
Errors and Unusable Data
Typos, misspellings, transposed
numbers or characters, garbage data
Stale or Out-of Date Data
Rapid changes in a dynamic
society: marriages, divorces, births,
deaths, moves
Fragmented Data
Disparate systems and information
gathering across multi
countries/languages
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Data Quality Functionality in a Glance
Comprehensive data quality
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Feature
*Profiling
Cleansing
Matching
Enrichment
Functionality Customer Data example
Spot and correct data errors; transform to std format/phrase
Understand data
status, deduce patterns
Identify and eliminate duplicates
Attach additional attributes and categorizations
Tel# is null 30%
LName + FName (Asian Countries); FN+MN+PN+LN (Latin);
Taro Yamada = 山田太郎 =
ヤマダ タロウ
Taro Yamada: “single, 1 child, Summit Estate, DoNot Mail”
Addr = #, street, city, state, zip, country; St, Str = Street (ENU/DEU);
*On Premise Option Only
Not Integrated with Oracle Sales Cloud
Mechanisms to Cleanse Customer Data
Import
File-Based Import
Data Import (On Premise Support Only)
Web Services
Address Cleansing
Data Matching for Accounts and Contacts
Batch Data Enrichment
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Import
• Options available to:
• Invoke de-duplication and address cleansing
• Import the duplicates and create a resolution request or decide
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not to import duplicates Data Import File-based Import
Data Quality Web Services
Trading Community Real Time Data Quality
Use this to find potential matches and/or to cleanse addresses
Service Path:http://fusionoer.oracle.com/oer
Supports the following methods:
matchOrganization – Returns matched organizations
matchPerson – Returns matched persons
matchLocation – Returns matched locations
cleanseAddress – Returns standardized and validated address
Refer to Fusionappsoer.oracle.com for WSDL details
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Data Quality Web Services – Continued
Trading Community Resolution Request
Use this to merge duplicate accounts or contacts
Service Path:
http://<crm_server:PortNumber>/cdmHubBase/DuplicateResolution
RequestService?WSDL
Supports the following methods:
createMergeRequest– Creates a merge resolution request to
be processed immediately or pending administrator approval
getMergeResult - Retrieves the status of a resolution request
created using the method above
createPartyMergeRequest – Backward support only
Refer to Fusionappsoer.oracle.com for WSDL details
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Address Cleansing
Integrated single engine – supports all countries
Advanced validation and standardization of addresses in
more than 240 countries
Address Doctor Postal Directory license is required
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Address Cleansing Real-Time Cleansing
Works on postal address data entered
through the UI by users
User can use a suggested value or
continue to create a new address record
Batch Cleansing
Works on batches of data
– Subset of the registry
– Entire registry –
Imported data
Helps ensure clean data over time
You will do Address
Cleansing in your lab.
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Data Matching
Real-Time Data Matching
You will do batch duplicate identification
in your lab.
Works on Account or Contact data entered through the UI
Returns possible
duplicates. Users can choose
an existing record or create a
new record
Batch Data Matching
Used by Data Steward for duplicate identification
Identifies duplicate records within the entire registry or a
subset of the registry
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Batch Data Enrichment
Enrich existing Accounts
DUNS number, industry classifications, number of
employees, annual revenue, etc.
Enrich existing B2B Contacts
Up-to-date phone numbers, email address, job titles, etc.
Import new Accounts and Contacts
from Oracle Social Data and Insight
Service
Continuously clean and sync
Accounts and Contacts with Social
Data and Insight service
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Batch Data Enrichment
Enrich Existing Accounts and Contacts
1. Export a subset of Accounts and Contacts for enrichment
New export objects available for download: – Organization for Data Cloud Enrichment
– Person for Data Cloud Enrichment
2. Enrich the data with Social Data and Insight Service
3. Import the enriched data back to Oracle Sales Cloud
Pre-defined Import Mappings available
– Data Cloud Account Import
– Data Cloud Contact import
4. Enriched Accounts and Contacts
are updated with Enriched Status
and Last Enriched Date
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Batch Data Enrichment Import new Accounts and Contacts
1. Search and export companies and people from Social Data and
Insight Service.
• Industry, Location, Revenue, Number of Employees, Job Title, etc
1. Import them to Sales Cloud as new Accounts and Contacts
2. Checks against the Social Data Cloud key to prevent adding duplicates
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Duplicate Resolution Merge vs. Link
• Merge creates a single record and points all
transactions to the new record
•Link creates an internal cross reference
between all the records participating in the
link
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Duplicate Resolution Survivorship Rules
•Govern how the best version record can be constructed for
Accounts or Contacts
•Users can define any new rules for selecting master record for Accounts or Contacts
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Duplicate Resolution Flows Manual Merge vs. Auto Merge
• Manual Merge
• Select which master record to keep after merge
• Resolve conflicts in attribute values, and enter/modify attribute values during the merge process
• Resolve conflicts in selected child entities
• Save the merge process for further review and approval
• Auto Merge
• Automated merge of Accounts and Contacts by survivorship rules
• Invoked based on the value of the Auto Merge Threshold Profile
Option
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Data Steward Dashboard
• Consolidated dashboard gives an overview of all data management tasks and status
• Single point of entry for day-to-day tasks with easy navigation to individual work areas
• Embedded analytics provides contextual insight into data management status
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Data Quality Set Up Overview
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Overview of Setup Tasks
• Informatica Identity Resolution setups need to be done prior to Oracle Sales Cloud setups
• Review the Customer Data Management Implementation Guide for detailed setup steps
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OSC setups.
Server Configurations
Register the Cleansing and Matching Server (Pre-defined)
Server Address/Host information, Server parameters
Can be edited, but cannot be added or deleted
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Data Synchronization
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Setup data synchronization options and kick off the synchronization process
Sync Start Time
Enable Tables to be synced
Cleansing Configurations
Setup cleansing configurations (Pre-defined but can be edited)
Cleansing parameters
Can be edited, but cannot be added or deleted
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Matching Configurations
Setup matching configurations (Pre-defined but can be edited)
Score Threshold
Search Level (Breadth of search)
Can be edited, but cannot be added or deleted
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Run Request Dispatch Job
Run immediate process for Resolution Requests or
Schedule at a specific intervals
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Manage Customer Hub Profile Options
Profile Name
Description
Specify the data quality address cleansing configuration used by the data cleansing process.
Control the transaction batch size for the data cleansing process. Set this value based on available system resources.
Control the transaction batch size for the duplicate identification process. The value is used to chunk records in the batch and process each chunk in a loop as a separate transaction.
Address Cleansing Configuration
Data Cleansing Process Batch Size
Duplicate Identification Process Batch Size
Specify the data quality organization match configuration used by the duplicate identification process.
Specify the data quality person match configuration used by the duplicate identification process.
Specify the default request type value for duplicate resolution
requests.
Specify the processing of merge requests, such as, process without approval and approval needed.
Enable survivorship rules for selecting master record and retaining attributes during a merge or update operation.
Duplicate Identification Organization Configuration
Duplicate Identification Person Configuration
Resolution Request Type Default
User Merge Requests
Survivorship Enabled
Auto Link Threshold
Auto Merge Threshold
Specify the threshold of auto link. Default value: 100.
Specify the threshold of auto merge. Default value: 100.
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Manage Agreement Rules
Define to determine whether a merge request should be vetoed
Pre-defined rules are available (not editable)
Users can create new rules
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agreement rules
Pre-defined
Define Survivorship Manage Survivorship Rules
• Define and activate the Survivorship Rules
• Users can create new rules or edit the existing rules.
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Define Survivorship Manage Survivorship Rules
• Mandatory setup task for Auto Merge feature
• Survivorship functionality is disabled by default
• Set the ZCH_ENABLE_SURVIVORSHIP profile option to "Yes"
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Define Survivorship
Manage Source System Confidence
• Source Confident Level can be used as criteria in survivorship rules
• Set confidence level for attributes of Contact/Account for one or more
systems
• Attribute list includes OOTB and extended attributes
• Confidence level is from 0 to 100
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3. Set the
confidence level for
source
1. Select the
object type
2. Select the attribute
Define Survivorship Manage Source System Confidence
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Summary of Enhancement Capabilities
• Enrich Accounts and B2B Contacts
• Users can clean and enrich existing Accounts and Contacts in Oracle
Sales Cloud using Oracle Social Data and Insight Service
• Import New Accounts and Contacts into Sales Cloud
• Users can import new Accounts and Contacts from Social Data and
Insight Service to Sales Cloud
• Administration of Automerge
• Use sample survivorship rules or create new rules to define how records
should be automatically merged when duplicates exist
• Outbound Real-Time Integration
• Integrate applications that hold customer data and get consolidated
notifications when Account, Contact, and Household data changes
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Additional Information
For contact enrichment, the accounts related to the contacts need to
be in Sales Cloud. If not, the associated accounts need to be
imported from Data Cloud before the contact Import
If custom attributes need to be enriched, edit the seeded import
templates to add the new mapping for the custom attributes to data
cloud attributes.
For the Administration of Automerge, sample Survivorship Rules are
not activated
Survivorship rules will be applicable for update in future release
Survivorship for child entities, data created through File Import or Web services will be supported in future release
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Manage Contacts and Interactions
Data Quality and Enrichment
On create, displays
possible duplicates
Exact and fuzzy matches*
Select existing contact or
choose to continue creation
Validates and standardizes
addresses during create and update**
Enrich accounts and contacts
with D&B data via Oracle Social
Data and Insight Cloud integration
Accesses new contacts from
Oracle Social Data and Insight Cloud
integration
*Requires additional licensing for Data Quality Matching. **Requires additional licensing for Data Quality Cleansing.
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Contacts A contact is
A business contact and/or
A person you sell to or want to sell to directly
Contact Types:
Contact
A person who is associated to an account you sell to or want to sell
to Customer
A person you are selling to or have sold to
Can have associated Leads and Opportunities
Can be assigned to territories and has an owner
Prospect
A person you potentially want to sell to
Can have Leads, cannot have Opportunities
No territory assignment or owner
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Contacts List Page Main list page unified for
business contacts and contacts you directly sell to
Card view or list view
View, create, search
Actions
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Create a Contact
Simple, minimal data
entry to create contact
Create via browser on
any device - desktop, laptop,
mobile
Optionally associate Account to the contact or Create Contact from Account
Configure UI to add Type
Create via file import or Web services
Embedded address validation and contact duplicate check
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Contact Overview Page
Contact summary at a
glance
Account
Opportunities
Leads
Assets*
Recommendations*
Recent interactions
* Applicable to Contacts of Type Customer only
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Contact Edit Page
Contact 360° View
Single view of business contact
and contact you directly sell to*
Affinity, Job Title and Buying
Role are available at Contact
level*
Attachments*
Opportunities, Leads
Relationships*
Embedded address validation*
Oracle social network
collaboration*
Notes, interactions, tasks,
appointments
Analytics
Custom sub tabs* * New in Release 8
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Extend Contact Object
R7 provides multiple ways to configure contact functionality: Contact (B2B contact) uses Contact and Customer Contact
Consumer (B2C contact) uses Contact and Sales Account
R8 provides a consistent model for SUI, Mobile and Outlook base on a
single Contact object
R7 R8
Object Desktop UI Simplified UI Mobile Outlook Desktop UI Simplified UI Mobile Outlook
Contact* Y Y N N Y Y (incl.
custom child)
Y (incl.
custom child)
Y (incl.
custom child)
Customer
Contact
Y N Y N Y
Sales
Account
Y (incl.
custom child)
Y N N Y (incl.
custom child)
*Trading Community Person Profile is renamed to Contact in R8
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Ma
Manage Interactions
For contact enrichment, the accounts related to the contacts need to
be in Sales Cloud. If not, the associated accounts need to be
imported from Data Cloud before the contact Import
If custom attributes need to be enriched, edit the seeded import
templates to add the new mapping for the custom attributes to data
cloud attributes.
For the Administration of Automerge, sample Survivorship Rules are
not activated
Survivorship rules will be applicable for update in future release
Survivorship for child entities, data created through File Import or Web services will be supported in future release
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Capture items to help you manage your calendar
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Appointments
Requires start, end, and subject
Allows you to set start, end, a reminder, a location, participants,
recurrence, what the appointment is related to
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Appointment Details
An appointment to make a customer
presentation
Record day-to-day communications that help make a sale
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Interactions
Requires account and start
Allows you to set type, resolution, inbound, outbound and other data
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Interaction Details
An interaction that records a call to a
customer
Ma
Interaction Lookups
Use the appropriate task to change lookup values
-Manage Sales Interaction Standard Lookups
- Manage Sales Lead Interaction Standard Lookups
Use ZMM_INTERACTION_TYPE to set values for “Type”
Use ZMM_INTERACTION_OUTCOME_CODE to set values for
“Resolution”
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When you create tasks, appointments and interactions from other
activities, the information from the existing activity populates the fields for
the new activity
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Interactions
Note Type Mapping Tasks
•Use the appropriate task to set the values for the individual objects
-Manage Customer Center Note Type Mapping
-Manage Sales Note Type Mapping
-Manage Sales Lead Note Type Mapping
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Tasks
Capture to-do items that appear on your calendar
Requires subject
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Task Details
Allow you to set category, priority, owner, due date, percentage complete,
and so on
Task to create and submit a review
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Task Lookups
•Use the "Manage Standard Lookups" task to change the lookup values
•Use ZMM_TASK_PRIORITY_CD to set values for "Priority"
•Use ZMM_TASK_CATEGORY_CD to set values for "Category"
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Task Templates
•Are collections of tasks that are commonly performed together
•Are created by administrators to allow users to add related tasks all at once
-Use Actions > Create > Create Tasks from a Template
For example for each new opportunity it is common to perform these tasks
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Task Template Implementation Tasks
Use the appropriate tasks to create the task templates
-Manage Sales Task Template
-Manage Sales Lead Task Template
Template that users can use to create common tasks
Tasks
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Notes
Capture non-standard information received while conducting business
Requires type
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Note Details
Allow you to set type, private, and free-form text
A note that captures information obtained about the
customer's budget
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Note Types
•You can configure the values available for Type for notes
-The values are stored in the ZMM_NOTE_TYPE lookup
-Values are available for notes associated with any type of business object
-The as-delivered values are General, Reference, and Special
•Use the appropriate task to change the as-delivered values
-Manage Sales Note Type
-Manage Sales Lead Note Type
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Note Type Mapping
Defines a particular list of note types for a particular business object
You must define the values in the lookup first
If you do not define a mapping for the business object, the default mapping
is used
Use these note types
For notes associated with opportunities
Use the default note types
For any object which doesn't have a mapping defined
139 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Proprietary and Confidential – Distributed to Authorized Customers Subject to Safe Harbor
Additional Information
Contact Management
OOTB UI is optimized for business account deployments and flows
Use Application Composer dynamic layout feature to configure
the contact create/edit UIs
If you are selling directly to contacts you can configure Contact Type
using application composer, and display the choice on screen
Single Contact import for both business contact and contacts you
directly sell to
Account, Contact and Household
Address and contact point (phone, e-mail) specific “Do not contact”
preferences can only be managed in Desktop UI, but the information, if set, will be visible in the Simplified UI
30 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Proprietary and Confidential - Distributed to Authorized Customers. Subject to Safe Harbor.