oracle sales cloud using sales

OracleSales CloudUsing Sales

Release 9 This guide also applies to on-premiseimplementations

Oracle® Sales Cloud Using Sales

Part Number E53166-05

Copyright © 2011-2015, Oracle and/or its affiliates. All rights reserved.

Authors: Judy Wood, Iqtidar Hussain, Gill Kenneweg, Robyn King, Carmen Myrick, Denise Simpson, Gowri Sudhindra

Contributor: Brian Casey

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Oracle Sales CloudUsing Sales

Contents

Preface i

1 Introduction 1About the Using Sales Guide .................................................................................................................................... 1

2 Getting Started 3Signing in for the First Time: Explained ..................................................................................................................... 3

Available User Interfaces ........................................................................................................................................... 4

Using the Sales Cloud Simplified UI .......................................................................................................................... 6

3 Using Search and Activities 11Search .................................................................................................................................................................... 11

Activities .................................................................................................................................................................. 24

4 Maintaining Account and Contact Information 41Oracle Sales Cloud Accounts and Contacts: Explained .......................................................................................... 41

Manage Contacts: Explained .................................................................................................................................. 42

Managing Contact Saved Search Lists: Explained .................................................................................................. 43

Manage Contact Preference Information: Explained ................................................................................................ 43

Account Team Member Access Levels: Explained .................................................................................................. 44

Merging Accounts and Contacts: Explained ............................................................................................................ 45

Enabling Source System Reference in Accounts: Explained .................................................................................... 45

FAQs for Maintaining Account and Contact Information .......................................................................................... 47

5 Creating Sales Campaigns 57Sales Campaigns: Overview .................................................................................................................................... 57

E-Mail Campaign Content: Explained ...................................................................................................................... 58

Adding Personalized Text in an E-Mail Campaign: Example .................................................................................... 60

Follow-Up Actions: How They Work ....................................................................................................................... 61

What sales campaigns display when I select the My Draft Campaigns and the My Completed Campaigns lists? ..... 61

Why is the total customer count in my sales campaign less than I expect? ............................................................. 61


6 Managing Leads 63Lead Management: Overview .................................................................................................................................. 63

How Lead Components Fit Together ...................................................................................................................... 63

Lead Actions: Explained .......................................................................................................................................... 65

Lead Statuses: Explained ........................................................................................................................................ 67

Lead Qualification: Explained .................................................................................................................................. 68

Performing a Lead Qualification: Procedure ............................................................................................................ 69

Qualifying Leads: Examples .................................................................................................................................... 70

Lead Ownership and Sales Team Resources: Explained ......................................................................................... 72

Sales Lead Team Examples .................................................................................................................................... 73

FAQs for Managing Leads ...................................................................................................................................... 75

7 Managing Opportunities 81Opportunities: Overview .......................................................................................................................................... 81

Sales Methods, Sales Stages, and Sales Coach: Overview ..................................................................................... 84

Sales Stages: Explained .......................................................................................................................................... 85

Sales Methods and Sales Stages: How They Fit Together ...................................................................................... 86

Sales Coach: Explained .......................................................................................................................................... 86

Summary of Opportunity Business Logic: Explained ............................................................................................... 87

Closing an Opportunity: Explained .......................................................................................................................... 91

Closing an Opportunity Using the Close Opportunity UI .......................................................................................... 91

Closing an Opportunity Using the Edit Opportunity UI ............................................................................................. 92

Closing Multiple Opportunities ................................................................................................................................. 93

Using Opportunity Search Close Period and Close Date Range Fields: Explained ................................................... 94

Performing an Opportunity Assessment: Procedure ................................................................................................ 95

FAQs for Managing Opportunities ........................................................................................................................... 96

8 Managing Sales Revenue 103Sales Revenue: Overview ...................................................................................................................................... 103

Revenue Line Items: Explained ............................................................................................................................. 103

Managing Opportunity Revenue ............................................................................................................................ 103

Assigning Sales Credits: Explained ....................................................................................................................... 106

Revenue Line Syncing with Opportunity Win Probability: Example ......................................................................... 107

Syncing Behavior of Opportunity and Revenue Attributes: Explained ..................................................................... 108

How can I lock in a sales credit recipient? ............................................................................................................ 110


9 Managing Partner Relationships 111Partner Relationship Management: Overview ........................................................................................................ 111

Managing Partners ................................................................................................................................................ 112

Managing Partner Contacts .................................................................................................................................. 114

Managing Partner Program Enrollments ................................................................................................................ 117

Managing Partner Leads ....................................................................................................................................... 118

Managing Partner Opportunities ............................................................................................................................ 121

Using the Partner Portal ........................................................................................................................................ 122

Channel Account Manager Dashboard ................................................................................................................. 124

10 Managing Competitors and References 127Managing Competitors and References: Overview ................................................................................................ 127

Manage Sales Competitors ................................................................................................................................... 127

FAQs for Manage Sales Competitors .................................................................................................................... 129

Manage Sales References .................................................................................................................................... 130

FAQs for Manage Sales References ..................................................................................................................... 131

11 Using Computer Telephony Integration 133Computer Telephony Integration: Overview ........................................................................................................... 133

Managing Multiple Interactions: Explained ............................................................................................................. 133

Managing Chats: Explained ................................................................................................................................... 134

FAQs for Computer Telephony Integration ............................................................................................................ 135

12 Managing Forecasts 137Sales Forecasting Features: Overview ................................................................................................................... 137

Sales Forecast Components: How They Work Together ....................................................................................... 137

Sales Forecast Adjustments: Explained ................................................................................................................. 139

Unallocated Forecast Adjustments: Explained ....................................................................................................... 139

FAQs for Managing Forecasts ............................................................................................................................... 140

13 Using Territories 143Using Territories: Overview .................................................................................................................................... 143

Creating a Territory Proposal ................................................................................................................................ 143

Adding to Your Territory Hierarchy ........................................................................................................................ 144

Changing Territory Coverage ................................................................................................................................ 145

Activating a Territory Proposal .............................................................................................................................. 146


14 Using Analytics 149Sales Cloud Analytics and Reports: Overview ....................................................................................................... 149

Sales Prediction: Overview .................................................................................................................................... 155

15 Using Microsoft Outlook 157Overview of Oracle Sales Cloud for Outlook ......................................................................................................... 157

Overview of Oracle Sales Cloud for Outlook Installation ........................................................................................ 157

Installing the Oracle Sales Cloud for Outlook Application ...................................................................................... 158

How can I stop appointments, contacts, and tasks from being shared automatically with Oracle Sales Cloud for Outlook?

............................................................................................................................................................................... 159

Why can't I view the complete customer details for some of the customers associated to a contact, even though the

customers are part of my sales territory? .............................................................................................................. 159

How can I stop appointments, contacts, and tasks from being shared automatically with Oracle Sales Cloud for Outlook?

............................................................................................................................................................................... 159

16 Using Sales Cloud Mobile 161Oracle Sales Cloud Mobile: Overview ................................................................................................................... 161

Installing ................................................................................................................................................................ 161

General Use .......................................................................................................................................................... 163

Working Off-Line ................................................................................................................................................... 165

Integration with Oracle Social Networks ................................................................................................................ 166

Oracle Voice Application ....................................................................................................................................... 167

17 Using Social Networking 169Social Networking: Overview ................................................................................................................................. 169

Adding Oracle Social Network in Oracle Sales Cloud: Overview ............................................................................ 169

Collaboration Capabilities in Oracle Sales Cloud: Highlights .................................................................................. 170

Activity Streams in Oracle Sales Cloud: Highlights ................................................................................................ 171

Discussion Forums in Oracle Sales Cloud: Highlights ............................................................................................ 173

Blogs in Oracle Sales Cloud: Highlights ................................................................................................................ 174

Wikis in Oracle Sales Cloud: Highlights ................................................................................................................. 174

Group Spaces in Oracle Sales Cloud: Highlights .................................................................................................. 175

Tags in Oracle Sales Cloud: Highlights ................................................................................................................. 176

FAQs for Using Social Networking ........................................................................................................................ 176


18 Using Sales Lightbox 181Sales Lightbox: Overview ...................................................................................................................................... 181

Managing Your Cart: Explained ............................................................................................................................. 182

Downloading a Presentation: Procedure ............................................................................................................... 184

Opening a Presentation: Procedure ...................................................................................................................... 185

Searching for a Presentation: Explained ................................................................................................................ 185

Searching for a Presentation: Procedure ............................................................................................................... 186

Uploading a Presentation: Explained ..................................................................................................................... 186

Choosing a Slide as a Cover Thumbnail: Explained .............................................................................................. 187

Choosing a Slide as a Cover Thumbnail: Procedure ............................................................................................. 187

Sharing a Presentation .......................................................................................................................................... 188

Updating and Deleting Presentations .................................................................................................................... 191


Preface

i

PrefaceThis Preface introduces information sources available to help you use Oracle Applications.

Oracle Applications HelpUse the help icon to access Oracle Applications Help in the application.

Note

If you don't see any help icons on your page, click the Show Help button in the global area. Not all pages havehelp icons.

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Oracle Applications GuidesTo find other guides for Oracle Applications, go to:

• Oracle Applications Help, and select Documentation Library from the Navigator menu.

• Oracle Help Center at http://docs.oracle.com/

Other Information Sources

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Preface

ii


Chapter 1Introduction

1

1 Introduction

About the Using Sales GuideWelcome to the Oracle Sales Cloud - Using Sales guide. This guide contains information to help sales managers,salespeople, and other sales end users to perform day-to-day business tasks using Oracle Sales Cloud.

Oracle Sales Cloud is built on Oracle Fusion CRM applications. References to "Oracle Fusion" and "CRM" contained in thisguide are relevant to Oracle Sales Cloud users.

Additional GuidesIn addition to this guide, the following guides also are important references as you use Oracle Sales Cloud:

• Oracle Applications Cloud - Using Common Features: This guide contains information to help end users of OracleApplications Cloud as they perform their day-to-day activities.

• Oracle Sales Cloud - Using Leads: This guide contains information to help sales end users who are charged withcreating leads and managing the various aspects of leads.

• Oracle Sales Cloud - Using Campaigns: This guide contains information to help sales end users who are chargedwith creating campaigns and managing the various aspects of campaigns.

• Oracle Sales Cloud - Using Incentive Compensation: This guide contains information on administering andmaintaining sales compensation and payment plans

• Oracle Sales Cloud - Using Customer Data Management: This guide contains information to help end users managecustomer information and customer data quality.

• Oracle Sales Cloud - Using Customer Contracts: This guide contains information to help end users who are chargedwith creating and managing customer contracts.

• Oracle Sales Cloud - Using Analytics and Reports: This guide contains information about supplied reports andanalytics, as well as how to create your own reports.

You may need to consult other guides than those shown here. See the Preface to this guide for additional guides not listedhere, and for links to web sites that can be of assistance to you.


Chapter 1Introduction

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Chapter 2Getting Started

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2 Getting Started

Signing in for the First Time: ExplainedDepending on your implementation, your administrator will provide you with sign-in information and a temporary password, oryou may be able to use your existing user name and password. If you are using a new user name and a temporary password,you will be asked to change the password and to set up the answers to security challenge questions. Changing the securityquestions after you set them up requires logging a service request on support.oracle.com.

The following image shows the sign-in page.



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Available User InterfacesSales team members can work in multiple user interfaces (UIs) that are optimized for different uses:

• The simplified UI provides the efficiency and speed sales personnel need to do their work.



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• The desktop UI provides additional page real estate required for setup tasks and for advanced sales manager andadministrator functions, including approvals and notifications.

• The mobile UI is optimized for managing sales information on multiple mobile devices. You can use it to manageappointments, leads, accounts, contacts, and opportunities. It includes:

◦ Location integration, so you can see where customers are located.

◦ Integration with calendar, e-mail, and camera. You can automatically log e-mails and other interactions withcustomers, and add pictures of contacts to their profiles.



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◦ A disconnected mode that makes it possible for your sales organization to continue working even whendisconnected from the network.

Using the Sales Cloud Simplified UIYou can use the Oracle Sales Cloud simplified UI to perform common sales tasks, such as managing customers andcontacts, creating and updating leads, and monitoring opportunities, tasks, schedules, and social conversations. Thestreamlined, intuitive design of the simplified UI reduces the need for application training and promotes faster adoption bysales personnel. The Oracle Sales Cloud desktop UI is easily accessed from the simplified UI, and the desktop UI providesaccess to more complex tasks and a broader set of capabilities.

Tasks That You Perform with the Simplified UIFollowing are some of the features available in the simplified UI:

• Simplified UI Home Page

◦ The simplified UI home page offers a central location from which you can navigate to complete important tasks,like updating contact, account, lead, or opportunity information.



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◦ As an administrator, you can post important news and announcements for your sales teams on the homepage.

• Springboard

◦ The springboard is the area on the simplified UI home page, and above all simplified pages, that contains a setof functional area icons.

◦ As an administrator, you can customize which functional areas and pages are available to different users fromthe springboard.

• Navigate to and from the Desktop UI

◦ Since the simplified UI includes only the most important tasks and functions, you can navigate to functionswithin the desktop UI from More Details links or the Actions menu. Then, navigate back to the simplified UI byclicking the Home icon in the global area.

• Sales Analytics on the Dashboard

◦ Use the dashboard to view and drill into supplied infolets that containing key metrics, such as Top Open Dealsor Team Performance.

◦ Gain insight into your performance against your quota.

◦ View your pipeline, including total opportunity revenue, revenue per sales stage, and opportunity count in thepipeline.

◦ View past and upcoming activities.

◦ See separate views of the dashboard as salesperson or sales manager.

• Leads

◦ View and edit important lead information, including products, budget, and deal size.

◦ Create, qualify, and convert leads.

• Opportunities

◦ Create and manage opportunity information, such as owner, revenue, win probability, sales stage, and more.

◦ Manage all the information related to your opportunities like relationships, contacts, appointments, and salesteam members from one, convenient page.

• Sales Forecasting

◦ View forecast, pipeline, and won amounts for current, past, and upcoming quarters.

◦ See forecast trends over time.

• Accounts and Contacts

◦ Create and manage accounts, contacts, and households for B2B selling.



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◦ View and manage associated items, such as interactions, leads, opportunities, and appointments.

• Partner Management

◦ Manage partners, including their leads and opportunities.

◦ Review notification requests and manage activities and notes related to partners.

◦ Manage partner enrollments.

• Schedule

◦ Create and manage appointments and tasks, and associate them to the contacts, leads, and opportunitiesyou're working on.

• Social

◦ Participate in conversations with other sales team members.

◦ Associate conversations with sales accounts, contacts, leads, and opportunities.

• Configuration by Administrator

◦ Set any one of several different themes to change look and feel.

◦ Change icon style, button shape, and logo to personalize the user experience.

◦ Customize news and announcements on the Home page.

Accessing the Simplified UIAll users who have access to the Sales objects like leads, opportunities, and customers in the desktop UI automatically haveaccess to the simplified UI. Implementation users and others who don't have that type of Sales object access will be directedto the desktop UI.

Extending and Customizing the Simplified UIAfter your services are up and running, several customization options are available for you to tailor the simplified UI tocompany business needs, such as:

• Specify customization layers, for example, site or role

• Configure the dashboard by adding or removing infolets

• Extend table and form regions

• Reorder subtabs

• Show or hide fields



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• Add and remove custom fields

• Change field labels

• Make fields read-only

Note that some of these extensions are done using Application Composer and some are done with Page Composer.

For more information on extending the simplified UI, refer to the chapter on extending the simplified UI in the Oracle SalesCloud - Customizing Sales guide. The guide is available on the Oracle Cloud documentation page at http://docs.oracle.com/cloud/latest/salescs_gs/index.html.

Related Topics

• Customizing the Springboard for Simplified Pages: Points to Consider

• Changing the Look and Feel of Simplified Pages: Points to Consider

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Chapter 3Using Search and Activities

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3 Using Search and Activities

Search

Searching Oracle Sales Cloud: ExplainedThere are two different ways of searching Oracle Sales Cloud:

• You can use the global search located at the top of the application page to search across objects in the application:

• Or you can navigate to the work area of the object you are looking for and search for the record by name.

The work area search also makes it possible for you to search for records using multiple search criteria and displaythem as a list by using a saved search.

This topic provides a brief overview of the two types of searches. Related topics provide tips for using them.

Global SearchEnter your search term in the global search box located at the top of each page to find all the records related to that searchterm. For example, entering the name of a contact as a search term retrieves not only the information about the contactherself, but also all of the opportunities, leads, and activities that mention that contact.

Global search makes it possible to search all the key fields in the following objects. Your application administrator determineswhich of these objects are available for search in your implementation.

• Accounts• Activities• Campaigns• Contacts• Forecasts• Households• Leads



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• Opportunities

• Partners

Not all objects or fields are searchable. Global search does not permit searches through notes or presentations you haveuploaded. Attachment searches are restricted to the attachment file names. Nor can you use global searches to findcalculated values, such as the currency value of an opportunity or the due date of an activity.

Global search depends on an indexing process to make new records available for search. Your application administratorschedules a separate process to periodically index each application object. The indexing processes are usually scheduled torun once a day in off-peak hours to minimize performance impact. Any new record you create is not available to search byyou or by others until the indexing process has run.

Work Area SearchesUse the search in the different work areas to quickly find a particular object you are looking for by name.

As you type, the application matches the search term to the records you accessed, created, or updated recently and displaysthem in the Recent Items window.

Work area searches are indexed every five minutes, so this type of search is useful for finding the most up-to-dateinformation. For example, you will want to use the work area search to find the latest information on a customer appointment

The work area searches also make it possible for you to search using multiple search terms across the different fields in theobject. For example, you can search for all of the open opportunities in Canada. You can save you search terms as a savedsearch (also referred to as a list). Application administrators can create such saved searches for everyone in your organizationto use.

Accessing Recent ItemsAs you enter your search term in both the global and work area searches, the application automatically displays a list ofrecords you personally created, edited, or accessed in the last 30 days (or another interval configured by the administrator).Even though new records you create are unavailable for search until they indexed by each search, they are always availablefor you from the Recent Items list.

Searching for Accounts, Opportunities, Leads and OtherObjects: ExplainedUse these tips to help you search for accounts, opportunities, leads, and other objects in the simplified UI.

Select from the List of Recent ItemsNavigate to the object you want to search, click in the Find field, and start typing any one of the words in the name.Capitalization doesn't matter.



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As you type, the application matches your entry to the records you accessed, created, or updated recently and displays themin the Recent Items window. If you see what you are looking for, just select it.

Search on Complete Words or Exact PhrasesIf you don't find what you are looking for using Recent Items, then finish typing the word and click Search (the magnifyingglass icon).



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The application displays a list of records with names that contain your search term, as well as records with related words justin case you didn't type the word correctly. For example, if you are searching on america then the application may return notonly Perrier Group of America, but also Ace Americas West, American Telephone and Telegraph, and US Financial Svcs.

If you want to find the exact name you are searching for, then put quotation marks around your search terms. For example,"Travel Americas" returns just that one record.

Searching on Partial WordsYou can also search on partial words.

• Put a percent (%) sign after two or more letters, and you get all the names with words that start with those letters.

For example, searching on pin%, returns Pinnacle Technologies and All Pines Furniture.

• Put the percent sign at the front of the term, and you get records that end with your term. For example, searching for%ard, returns The Board of Education and Edward Ward and Co.

• Put the percent sign at both ends, and you get all the customer names with words that include those letters.

NoteYou can use the percent (%) sign at the beginning of your search term only in the Find field on the main page ofeach object.

Using the percent (%) sign can slow your searches, so you are always better off typing in a whole word if you know it.



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Other Ways of SearchingSearching by name is not the only way to find what you need.

To search using multiple search terms, you can create a saved search. Saved searches let you search on multiple fields,including custom fields, at the same time and permit you to save your search terms for reuse. Want to find accounts in NewYork on the Accounts page? Select Create or Edit Lists from the List field and add the State field to the search. (Seerelated topics for details.)

There's an easy way to find what you need if you are searching for an opportunity or another object that's related to anaccount: search for the account and then drill down to the object on the Account Overview page.

Whatever search method you use, always remember that you may not have permission to access all information in theapplication. For example, to see an opportunity, you may have to own the sales territory, be on the sales team, or managesomeone who is.

NoteThere may be a few minutes delay between the time you create or update a record and when you and others cansearch for it. That's because the application must update an index to enable searches. You can access newly-created items from the Recent Items list in the meantime.

Tips for Using Global Search in Oracle Sales CloudHere are some tips on using global search.

Select from the List of Recent ItemsStart typing any one of the words in the search term. Capitalization doesn't matter.

As you type, the application matches your entry to your recent searches and any records you accessed and displays them inthe Recent Items window. If you see what you are looking for, just select it from the list.

Search on Complete WordsIf you don't find what you are looking for among the Recent Items, then:

1. Finish typing the complete search term.



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2. To speed up your search, you can narrow the list of objects searched, by selecting the down arrow to the right ofthe search field.

3. click Search (the magnifying glass icon).

The application displays a list of records that contain your search term. If there is a search term with similar spelling, then theapplication displays the term above your results.

Refining Your Search Using FiltersClick Show Filters to display the filters available for refining your search.



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You can filter by object or date.

Searching on Partial Words and Exact PhrasesYou can use quotation marks around your search terms to search for exact phrases.

You can also search on partial words.

• Put an asterisk (*) after two or more letters, and you get all the names with words that start with those letters.

For example, searching on pin*, returns Pinnacle Technologies and All Pines Furniture.

• Put the asterisk in the middle of the word to indicate any number of letters. For example pi*acle, returns both Pinnacleand Pinacle.



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Note

• You cannot use the asterisk at the beginning of a search term in global searches.

• Using the asterisk can slow your searches, so enter a whole word if you know it.

What's the difference between the global search and the workarea searches in Oracle Sales Cloud?Here are the major differences between the global search located at the top of each page in the simplified UI and the differentwork area searches in Oracle Sales Cloud.The following table details the key differences between the two search methods.

What Global Search Work Area Searches

Search Scope

Searches key fields in multipleobjects across Oracle Sales Cloud. Searching on a contact nameretrieves not just the contactrecord, but also relatedopportunities, leads, activities, andother objects.

Searches the Name field of theobject only.

Indexing Frequency Until a new record is indexed, it isnot available for search.

Usually once a day.

Usually every five minutes.

List of Recent Items Lists records you recently created,edited, or accessed. This includesrecords that haven't been indexedyet.

Displays recent items for all of theobjects you enabled in the search.

Displays the recent items relevantthe work area.

Wild Cards

Use an asterisk (*) at the endor middle of a word to indicatemissing letters.

Use a percent sign (%) at thebeginning, end or middle of a wordto indicate missing letters.



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What Global Search Work Area Searches

Saved Searches (Lists)

Saved searches are not availableunless specially configured by yourapplication administrator.

You can search using one or morefields by creating saved searches(lists). For example, you can createa saved search to display a list of allactive accounts in New York. Application administrators cancreate saved searches for others inthe organization.

Searching in the Work Areas Using Multiple Search Criteria:Worked ExampleUse this example to learn how to search on multiple search criteria by creating a saved search. You can use saved searchesto search on multiple fields, including custom fields.

This example shows how to create a saved search to find all accounts in the state of New York. The application displays thelist with your results in the work area landing page. You create saved searches by editing existing ones and saving the editedversion under a new name.

Creating a Saved Search

1. On the Accounts page, select Create or Edit Lists... from the List field.



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The Saved Searches window appears displaying the criteria used for the existing saved search, My Accounts, inthis example. You are going to edit the search criteria and save them as a new saved search.

2. In this example, you want to display all of the New York accounts you can access, so select All records I can seefrom the Record Set list.

3. Click Add Fields.4. Select State from the list.5. Enter NY in the State field.

6. Click Save.The Create Saved Search window appears.

7. Enter a new name.

8. If you don't want the new search to become the default, deselect the Set as Default option.



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9. Click OK.You are returned to the Saved Searches window.

10. Click Search to test your search and close the window.Your saved search is now available for reuse in the List list.

11. Click Search to test your search and close the window.Your saved search is now available for reuse in the List list.

Deleting Saved SearchesUse these steps to delete any saved searches you created.

1. Select Create or Edit Lists... from the List field.The Saved Searches page appears.

2. Select Personalize from the Saved Search list.

The Personalize Saved Searches window appears.3. Select the saved search you want to delete and click Delete.



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Hiding or Showing Saved SearchesUse these steps to hide or show saved searches in the List.

1. Select Create or Edit Lists... from the List field.The Saved Searches page appears.

2. Select Personalize from the Saved Search list.

The Personalize Saved Searches window appears.3. Select the saved search you want to hide and deselect the Show in Search List option.

4. Click OK. The saved search remains active but does not display in the List on the work area landing page. You canrestore the saved search to the list in the future by selecting the Show in Search List option.

How can I create a saved search with just one custom field?You can only create a new search by editing an existing saved search and adding fields to it. However, you can leave theother fields blank, effectively enabling you to search on the custom field.



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For example, follow these steps to create a saved search for all accounts with a particular value of your custom field.

1. On the Accounts page, select Create or Edit Lists... from the List field.

The Saved Searches window appears.

2. Select Account Name from the Saved Search list.

3. Click Add Fields and select the custom field.

4. Enter a value in the custom field.

5. Click Save.

The Create Saved Search window appears.

6. Enter a new name for your search and click OK.



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Activities

Activities: ExplainedThis topic provides an overview of Activities, including how to create, manage, and interact with them.

Understanding ActivitiesActivities keep track of things you plan to do, like a task or an appointment, or things that you've already completed, likelogging a customer call.

Activities come in two types:

• Tasks are to-do items assigned to people or groups, and also used to record completed customer interactions thatwere not scheduled in your calendar as appointments.

• Appointments are calendar events (for example, a meeting with another person, or a scheduled phone call).

Tasks and appointments can be meetings, calls, demonstrations, events, and so on. The difference between a task and anappointment is that a task appears in a task list and has a due date and status, while an appointment is scheduled on yourcalendar with a specific date and time.

Navigating the Activities PageThe Activities page is the central location for managing tasks and activities. It includes three tabs: Appointments, Tasks, andAll Activities.

NoteThe desktop UI includes two tabs: Calendar and Activities. The Tasks functionality is included under the Calendartab.

On the Activities page, you can:

• Create new tasks and appointments

• View reports and analytic information

• Manage your calendar (and view others', with permission)

• Search for and view tasks and appointments

• Manage your tasks, and view at a glance which ones are overdue

Creating New Tasks and AppointmentsThere are several ways you can create a new task or an appointment:

• Click the Create Task or Create Appointment button on the right side of the All Activities tab. This creates a new,blank task or appointment with only basic information filled in.

• Click the appropriate Create button at the top of the lists of tasks or appointments on the Appointments tab, the AllActivities tab, or the My Tasks list.



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• Navigate to a specific record (for example, a lead or an opportunity) where you want to create a related task orappointment, and create it from the Activity Center on that page. This will create a task or appointment that's pre-filled with information about the related record.

• Create a follow-up task or appointment for an existing one by selecting Save and Create Follow-up Task or Save andCreate Follow-up Appointment from its page.

Managing Your CalendarThe Appointments tab is where you can keep track of all your appointments on a calendar view. Here, you can:

• View your appointments in a daily, weekly, or monthly format, and either graphically or as a list.

• Drag and drop appointment from one day to another.

• Create new appointments.

• View and edit existing appointments.

• View your colleagues' appointments if you have permission.

Searching and Viewing Tasks, Appointments, and Reports and AnalyticsThe All Activities tab is where you can search for specific tasks and appointments. You can search across both tasks andappointments at the same time, using a search date that includes the start date for appointments and the due date for tasks.

You can view a list of tasks and appointments, displaying all or some of their fields depending on what you want to see. Thetasks and appointments are displayed in a convenient single grid, with relevant information filled in only when applicable (forexample, some fields apply only to tasks and some only to appointments, so for the other type of item, these fields will showas empty). Appointment and task icons make it easy to differentiate between the two.

The Analytics tab lets you view reports and analytics that you've created, as well as those that others have created andshared with you. You can also create new ones and share them with your colleagues.

Managing Your TasksA list of all your tasks that include a Due Date is displayed on the Tasks tab (Calendar tab in the desktop UI), allowing youto see at a glance which ones are due on which dates, and icons help you spot overdue tasks quickly. You can use the MyTasks list to sort tasks by due date, subject, or priority, add a new one, or edit or delete one that's already in the list.

Delegating ActivitiesWhen you create an appointment, you become the default owner. The Edit Appointment page includes an owner field thatyou can change to delegate your appointments to someone else. The appointment will then appear on the new owner'scalendar. When you delegate an appointment, your name is automatically entered into a Delegated By field. This gives youand the owner full edit access to the appointment so that you can both update the appointment as necessary. This newfunctionality also applies to tasks. You can delegate tasks and appointments independently.

You can also update the activity owner from the Resources subpage, accessible from the Edit Task and Edit Appointmentpages. The owner and Delegated By user both have full edit access to the activity. If necessary, you can manually add theDelegated By user to the Resource team.

The profile option for Activity Delegation is found within the Manage Activity Profile Option folder in Setup. The profile option toenable activity delegation are:

• ZMM ACTIVITY APPT DELEGATION

• ZMM ACTIVITY TASK DELEGATION



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The profile options are delivered disabled, but you can enable them for Task, Appointment, or both. The Delegated By field ishidden by default. The administrator can make the field visible in Task and Appointment from Application Composer.

Activity Notification: ExplainedActivities generate notifications when you perform various tasks or make certain updates. This topic explains how thenotification process works.

Notification EventsNotifications are sent by e-mail or on a global notification list (also called a bell notification list). You can choose whether toreceive e-mail, a notification in the notification list, or both. Notification can be sent for each of the following events, and istriggered when the change is saved.

When an appointment is:

• Created.

• Updated

• Deleted.

• Sending out a reminder.

When a task is:

• Created.

• Updated.

• Deleted.

NoteFor updates, notifications are triggered on any update except the settings and values specific to each individualuser:

• Show Time As

• Reminder

• Response

Note also that the person who made the change won't receive the notification.

Notification messages are displayed only on the bell notification list. The messages are not displayed in the Worklist fornotifications and approvals.



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Setting Up Activity NotificationTwo levels of configuration determine who will receive notifications:

• Company level

• User level

At the company level, administrators control whether:

• Appointment notifications are sent to contacts (ZMM_ACTIVITY_EXTERNAL_NOTIFICATION).

• An iCal is sent with e-mail notifications of appointments (ZMM_ACTIVITY_ICAL_IN_NOTIFICATION).

• Appointment e-mail notification is disabled for the entire company (ZMM_ACTIVITY_DISABLE_EMAIL_APPT_NOTIF).

• Task e-mail notification is disabled for the entire company (ZMM_ACTIVITY_DISABLE_EMAIL_TASK_NOTIF).

• Task notification in the notification list is disabled for the entire company(ZMM_ACTIVITY_DISABLE_LIST_TASK_NOTIF).

• Appointment notification in the notification list is disabled for the entire company(ZMM_ACTIVITY_DISABLE_LIST_APPT_NOTIF).

At the user level, you can set personal notification preferences using the Calendar and Activity preferences page(Personalization, Set Preferences, Calendar and Activity).

Note that if the administrator has turned on e-mail notification at the company level, each individual user can still choose notto receive e-mail notifications. If the administrator has turned on notification in the notification list, each individual user can stillchoose not to receive notifications in the notification list.

You can receive notification if others make changes, and you can specify whether to:

• receive notification if you are the owner.

• receive notification if you are a resource (not the owner).



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• receive task notification if changes are made to completed tasks.

You can specify the following for both appointments and tasks:

• Whether to receive e-mail notification

• Whether to receive notification messages in the notification list.

The corresponding profile options for user level controls are:

Profile Option Description

ZMM_ ACTIVITY_ APPT_ NOTIF_OWNER

Whether to receive appointment notifications ifothers make changes and you are the owner of theappointment.

ZMM_ ACTIVITY_ APPT_ NOTIF_ RESOURCE

Whether to receive appointment notifications ifothers make changes and you are a resource on theappointment.

ZMM_ ACTIVITY_ TASK_ NOTIF_OWNER

Whether to receive task notifications if others makechanges and you are the owner of the task.

ZMM_ ACTIVITY_ TASK_ NOTIF_ RESOURCE

Whether to receive task notifications if others makechanges and you are a resource on the task.

ZMM_ ACTIVITY_ TASK_ NOTIF_PAST

Whether to receive task notifications if others makechanges for tasks that have already been completed.

ZMM_ ACTIVITY_ APPT_ NOTIF_LIST

Whether to receive appointment notifications in thenotification list.

ZMM_ ACTIVITY_ APPT_ NOTIF_EMAIL

Whether to receive appointment notifications by e-mail.

ZMM_ ACTIVITY_ TASK_ NOTIF_LIST

Whether to receive task notifications in the notificationlist.

ZMM_ ACTIVITY_ TASK_ NOTIF_EMAIL

Whether to receive task notifications by e-mail.

ZMM_ ACTIVITY_ EMAIL_ REMINDER

Whether to receive appointment e-mail reminders.

ZMM_ ACTIVITY_ NOTIFICATION_ LIST_REMINDER

Whether to receive appointment reminders in thenotification list.



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You can also set the default appointment reminder, as well as the default appointment duration, calendar view, and calendarstart time.

Call Reports: ExplainedA call report is a central place for salespeople to capture what happened in a sales activity, make related changes, and trackkey updates.

You can send call reports to customers by e-mail and share them with the sales team using Oracle Social Network. Callreports can boost salespeople's productivity by saving time, increasing visibility into their business, and selling more in lesstime.

A call report is a type of activity function, like tasks and appointments. You create and view call reports from appointments,and each call report must be associated with an appointment. Each appointment can have multiple call reports, created bythe same or different salespeople. The call reports for an appointment are listed in and viewed from that appointment.

Call reports record a snapshot of the outcome of the sales activity and key changes, including:

• Outcome summary, meeting minutes, complete objectives, attendees, attachments, notes, and so forth.

• Related objects, such as appointments, accounts, opportunities, and leads

Appointment resources and others who have access to an appointment can create a call report from it. Multiple call reportscan be created from one appointment.

Adding and Removing ObjectivesAppointment objectives are copied over to the call report by default. You can add other objectives, or remove existing ones.

To add objectives, you can either select them from a predefined list or type free text to add new ones. Predefined objectivesinclude:

• Demo product

• Determine next steps

• Discuss proposal

• Identify stakeholders

• Review RFP or RFI (Review Request for Proposal or Request for Information)

You can check an objective in a call report to mark it as complete, or uncheck it to mark it incomplete. Objectives copied overfrom the appointment or added by user are unchecked by default.

Appointment Contacts and ResourcesAppointment contacts and resources are copied to the call report. You can add or remove contacts and resources. You canalso check or uncheck a contact or resource's attendance status to indicate whether he or she attended the meeting.

• Contacts that are defaulted from the appointment are marked as attendees by default.

• Resources that are defaulted from the appointment are marked as attendees by default if the resource's response inthe appointment is not Declined.

• Resources and contacts that are not defaulted from the appointment and added by the user are marked asattendees by default.



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Appointment OutcomeYou can select an appointment outcome from a list of predefined values. Your sales administrator can add or remove valuesfrom this list as needed. Default values are:

• Call answered

• Call transferred

• Captured issue

• Failed

• Left message

• Not available

• Provided information

• Successful

• Incomplete

• At risk

• Customer undecided

Attachments and NotesYou can add attachments to a call report in the same way that you add them to other objects.

Anyone who has access to the call report can create notes on it. Call reports support both internal and external notes. Youcan use external notes to share with external contacts.

Any user who can view the call report can see non-private notes, but only the note creator can see private notes.

Call Report SecurityCall reports include a Private setting, which determines who can view it:

• If the call report is set to Private, then only the call report resources can view it.

• If the call report is not set to private, then anyone who can view the related appointment can view the call report.

Call Reports and Oracle Social NetworkYou can share a call report on the call report Oracle Social Network wall. In Manage Oracle Social Network Objects setup,you can enable Activity on Oracle Social Network and configure the attributes that can be shared on Oracle Social Network.

Exposing the External Check Box on Call Report NotesThe External note check box on the Note page is hidden by default. If you want to create external notes for Call Report butnot for other objects, you must create a dynamic layout for Call Report Note and expose the External check box, so thecheck box will be displayed only on the Note page for call reports.

To create a dynamic layout and expose the External check box on the call report Note object:

1. Create a sandbox in Application Composer.



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2. Select Common as the application.

3. Expand the Note object.

4. Open the Pages object.

5. Select the Default Layout, then click the Duplicate Layout icon.

6. Enter a name for the new layout (for example, Call Report Note).

7. Click Save and Edit.



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8. Click the Edit icon in the Create Note section.

9. Select the External field from the Available Fields list and move it to the Selected Fields list.

10. Move the External field up until it is below Private.

11. Click Save and Close.

12. Click Done.

13. Select the Call Report Note layout and click the icon in the Advanced Expression column to enter the layoutcondition.

14. Click the Fields tab.



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15. Compose the expression:SourceObjectCode=='Activity' && SourceObjectFunctionCode == 'CALLREPORT'

16. Click OK.17. Test and publish the sandbox.

When you create a note on a call report, you can check the External check box to create an external note for the call report.Because you have exposed the External check box only on the Call Report object, you won't see the check box on anythingbut call reports.

Team Calendar: ExplainedTeam Calendar allows you to view others' calendars. You can also use Calendar and Appointment Preferences to grant viewaccess to your own calendar to others as needed.

Switching to Team CalendarAfter your administrator has enabled Team Calendar using a profile option, you can switch to a team calendar view by clickingthe Team Calendar icon. By default, you'll see the Weekly View, but you can switch between the Weekly and Day views.

Weekly ViewThe default calendar view is the Weekly View. From here, you can see all of the items on your calendar for the week. On theleft, each user added to the team calendar is displayed (by default only the signed-in user is displayed, as in single calendarmode). Each day shows:

• Start time of appointment, with recurrence icon (if applicable)



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• Whether the appointment is multi-day (indicated by an arrow)

• Appointment subject

Clicking on recurring appointments displays a dialog where you can view and edit the recurrence information. Nonrecurringappointments display the edit page for the appointment.

You can only edit your own appointments. Even if your peers have given you permission to view theirs, you can't edit them.Appointments marked by others as Private display as Busy on their calendar entry, and do not include details.

Day ViewOn the Day View, you can see all of the items on your calendar for the current day. On the left, each user added to the teamcalendar is displayed (the default only shows the signed-in user).

Along the top are the hours of each day, where the calendar entries are displayed. Each day shows:

• Start time of appointment, with recurrence icon (if applicable)

• Whether the appointment is multi-day (indicated by an arrow)

• Appointment subject

Clicking on recurring appointments displays a dialog where you can view and edit the recurrence information. Nonrecurringappointments display the edit page for the appointment.

You can only edit your own appointments. Even if your peers have given you permission to view theirs, you can't edit them.Others who can edit other users' appointments include:

• The administrator

• The user's manager, if the person is in their resource hierarchy and the manager has the Sales Manager duty role.

Appointments marked by others as Private display as busy on their calendar entry, and do not include details.

Moving Around the Team CalendarYou use arrow icons to move backward and forward. Depending on whether you're in Weekly or Daily view, you'll moveforward or backward one week or one day.

Click the Today button to go back to the current day (in Daily view) or the week containing the current day (in Weekly view).

Creating and Editing Calendars and Adding ResourcesWith Calendar selected in the Show list, you can create additional calendars, name them, and save them for later use.Options include:

• Blank calendar (this is the default)

• A list of available calendars that you can use as a starting point

• Create Calendar

If you select Create Calendar, you can fill in a name for the calendar, and search for and add available resources to it. Afteryou've saved it, it will appear in the list of available calendars.



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The Resources Hierarchy, available when you select Resources Hierarchy in the Show list, lets you search for resources andview a hierarchy of users organized by team. You can select individual resources or entire teams and give them access to theteam calendar.

• If the resource has a child hierarchy, you can expand or collapse it depending on the level of detail you want to see.

• You can use check boxes to select or deselect resources to show or hide them on the team calendar. Note thatselecting a check box selects only that resources, not any child hierarchy below the resource.

• You can select or deselect individual resources within the hierarchy.

• If the resource has a child hierarchy, a Select Team or Unselect Team link is displayed. Click this link to quickly selector deselect the entire hierarchy.

Appointment ColorsThe legend at the bottom of the calendar displays the colors associated to different appointment types. If an appointmentis of one of these types, the appointment box in the calendar is displayed in that color. You can change these colors usingSetup Manager.

Appointments that show a user as busy (displaying no details because you don't have access to their record) display in gray,the same color as records with no type.

Adding AppointmentsYou can add new appointments to the calendar by clicking the Create Appointment button. If you've checked the checkboxes next to the user names in your team calendar, then those users will automatically be added as resources in the newappointment dialog box. This is a quick way to add users to a new appointment.

Setting Up Appointment Visibility: Worked ExampleYou can allow other users access to your calendar appointment details by giving them permission to view them.

Setting Up Appointment Visibility1. Click your user name and select Set Preferences under Personalization.



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2. Select Calendar and Appointment Preferences.

3. Select the individuals that you want to share your appointment details with by clicking the + icon and adding theirnames in the GranteeName field. The AccessLevel value should be set to Show appointment details.



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The users you select will be able to see your calendar appointment details from the Calendar page by selecting yourname in the Resource list.

Changing Activity Calendar Colors: Worked ExampleYou can change the color of various items on the calendar.

You can use any standard HTML color codes. You can find color codes in many places on the internet (for example, http://html-color-codes.info/). If you don't specify a color, the default is gray.

Changing the Color of Calendar Items1. Click your user name and select Setup and Maintenance (desktop UI) or navigate to Tools, Setup and

Maintenance (simplified UI).



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2. On the search page, enter Manage Activity in the Name field and click Search.

3. Select Manage Activity Standard Lookups and click the Go to Task icon.



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4. Select ZMM_ACTIVITY_TYPE (Activity Type Codes).

5. Scroll over and enter an HTML color code in the Tag field for each item you want to change.


What activities does selecting My Open Activities display?When you select the My Open Activities list in the Activities work area, the application displays a list of all of the futureappointments and open tasks where you are listed as a resource. You are automatically a resource if you created the activityor you can be assigned as a resource by another resource or an automated process.

What's the meaning of the record sets for activities?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of activities.

The following table lists and describes the record sets for activities. Not all record sets are available to all users. For example,the record set involving subordinates is available only to managers.



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Record Set Name Description

Records I own

Activities you either created or ownership was assignedto you.

Records where I am a resource

Activities where you are a resource.

Records my subordinates own

Activities owned by you and your subordinates.

All records I can see

Activities that you can view based on your resourceteam membership, sales territory assignments, yourposition in the organization, and security permissions.

How can I track customer-facing activities?You can define your own criteria for an interaction using the Activities feature. Customer interactions are logged eitheras completed tasks or as appointments using the activity types you want to report on. To track your customer-facinginteractions, generate a report to retrieve activities of a specific type with accounts or contacts associated. For example,you can list all calls with an associated contact. To track a completed task, go to the Activities page from the Customer,Opportunity, or Lead page, and click Log a Call.


Chapter 4Maintaining Account and Contact Information

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4 Maintaining Account and Contact Information

Oracle Sales Cloud Accounts and Contacts:ExplainedOracle Sales Cloud accounts and contacts enable the comprehensive management of customer information. You can collectdata from various services, and present this data in one location for optimal management.

You can use the accounts and contacts management capabilities to:

• Create customers and contacts

• Update customers and contacts

• Maintain customer hierarchies

• Maintain competitor information

Be aware of the following terminology used throughout the application:

• Sales prospect

• Sales account

• Customer

• Contact

• Legal entity

• Billing account

Sales ProspectA sales prospect is a potential customer at an existing or potential customer site. Prospects are characterized by thefollowing:

• Prospects are used when creating leads. Typically, sales prospects are the lowest-level representation of a businessentity that your company's marketing processes will track and act upon.

• You can create sales prospects directly in Oracle Sales Cloud or by importing them in bulk using file-based import.

• While you can create leads against sales prospects, sales prospects must be qualified and converted to salesaccounts before you can create opportunities for them. To qualify and convert a sales prospect, a set of businesscriteria or rules must be satisfied. For example, the prospect may be required to meet the criteria for accountassignment.at an existing or potential customer site.

Sales AccountA sales account is a specific sell-to entity within a given customer. You can create leads and opportunities against salesaccounts. A single customer might have a collection of sales accounts. To avoid confusion when assigning territories to theaccount, each sales account can have only one sell-to address. Typically, a sales team manages a sales account. The salesteam is comprised of resources assigned to the territories associated with the sales account. Additionally, a profile option



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determines whether a sales account is a named sales account, an existing sales account, and the account owner. Namedsales accounts are typically strategic accounts assigned to dedicated territories. An existing sales account is one where thereis an existing financial relationship. You can create sales accounts directly in Oracle Sales Cloud and you can import themwith file-based bulk import.

CustomerA customer is someone (individual, company, or group) with whom you have a business relationship. Within Oracle SalesCloud, there are three types of customers: Account, Contact, and Household.

View the Customer Hierarchy: A customer's hierarchy represents a holistic view of the customer's structure, showing you thecustomer type, the parent for the customer, the subsidiaries of the customer, as well as rolled up revenue analysis data.

ContactA contact can be an organization (B2B) or an individual (B2C). Contacts can be associated to both customers and prospects.

Legal EntityA legal entity is a party that can enter into legal contracts or a business relationship, and be sued if it fails to meet contractualobligations. There are two types of legal entities: internal and external. A customer with a party usage of Legal Entity isconsidered an internal legal entity and is used for interdivisional selling within your own company. A customer with a partyusage of External Legal Entity is any external customer who fits the definition of legal entity. Legal entities may also be used togroup multiple sales accounts, sales prospects and other classes of entities or parties.

Billing AccountA billing account is a party that represents the financial account transactional entity for a given Customer. In other words, abilling account is the arm of the customer that deals with all of the customer's financial transactions.

Related Topics• Sales Party Profile Options: Explained

Manage Contacts: ExplainedAny person can be a contact. That person does not need to be related to a customer. For example, a salesperson may meetan early stage contact in an airport or conference and wants to follow up with that person, the contact, as a prospectivecustomer. A person who is a contact can be related to one or more customers such as a regional purchasing agent formultiple sales accounts. A person may also be both a customer as well as a contact of another customer.

You can manage your contacts several ways:

• You can create and edit contacts

• You can edit contact profiles

• You can edit customer contacts

Create and Edit ContactsWhen you create a new contact, existing contacts are checked for duplicate entries. If there is a match, you can choose fromthe duplicate or continue creating the new contact. You can also search for existing contacts with customer relationships andedit them. To edit a contact, click the contact name. You can also navigate to the customer page for that contact by clicking

https://fusionhelp.oracle.com/helpPortal/faces/AtkHelpPortalMain?TopicId=70EBA0A6397749ABE040D30A68810B89



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the company name. You can designate a contact as a key contact here. My Key Contacts is a setting used by the savedsearch of the same name to list only those contacts that are important to you.

Edit Contact ProfileThe Profile page for the contact gives a complete picture of the contact including all the customer relationships andassociated with this contact. When a customer has multiple contacts, you can designate which contact is the primary. Thisdesignation is made on the customer's profile page. This designation means that the selected contact is the primary meansof communication to the customer. You can also include a picture of the contact in the Additional Details region.

Edit Customer ContactThe Contacts page for the customer account gives you a complete picture of all the contacts for the selected customer.You can manage contact information for the individual contact here in the context of the specific customer relationship. If thecustomer has multiple contacts, you can designate which is the primary. Changes made here will be reflected on the Profilepage of the contact.

Managing Contact Saved Search Lists: ExplainedThis topic explains how to manage your contact saved search lists in the Contacts page.

You can't edit or delete the pre-configured saved lists or any custom lists added by your administrator. You can customizethese saved searches to match your requirements, and then create a new saved search.

The Contacts page includes four predefined saved searches that let you filter the contacts you view in the page:

• My Contacts: Displays all contacts, of the type sales account, that you are an owner of.

• My Favorite Contacts: Displays all your favorite contacts.

• My Team and Territory Contacts: Displays all contacts, of the type sales account, where you are on the accountteam member or you are on the account territory resources.

• My Business Contacts: Displays all contacts belonging to all the accounts you own.

Creating a Saved SearchUse the following steps to create a saved search:

1. From the List menu, select Create or Edit Lists.

2. In the Saved Searches window, use the filters to customize your search, and click Search.

3. Click Save.

4. In the Create Saved Search window, enter a name for the saved search.

5. Click OK.

Manage Contact Preference Information: ExplainedManaging contact preference information includes creating and editing preferences about contact permissions andrestrictions. You manage contact preferences on the customer's Edit Contacts page in the classic interface by expanding theContact Points region of the customer's contact and selecting Manage Contact Preferences from the regional Action menu.



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Creating Contact Preference InformationWhen you are viewing Address or Contact Point information for a customer or contact, you can select a specific address orcontact point, and choose Manage Contact Preferences from the Action menu. You capture whether there is a restriction (Donot) or permission (Do) in the Preference attribute, and a Reason Code for such preference. You record a specific start dateand can set an end date for the preference. As preconfigured, the start date is the current date, and the end date is null.

Reviewing Contact Preference InformationOn seeing the Do Not Contact icon, you must review contact preference information for restrictions before taking any action.You can review the contact restriction information by clicking on the Do Not Contact icon or on the appropriate optionfrom the action menu. Note that do-not-contact entries are made against each phone, e-mail, and address and not at theorganization or person level. If restrictions are present for a phone number, the CTI action is disabled.

Privileges Required for Managing Contact Restriction InformationContact restriction information, such as opting in or out of the Public Do Not Call Registry, is captured as a Reason Code.Regular business users, such as salespeople and managers, can create and edit contact preference information with anyReason Code that is not identified as Legal. However, to be able to create and edit contact restriction information using aReason Code that is tagged as Legal, you require the Legal Contact Preferences Management duty role. This duty role isavailable only to the users with application administrator roles, such as, a Sales Administrator.

A Reason Code can be setup as Legal by tagging the Reason Code lookup value in the lookup type REASON_CODE with thevalue LEGAL using Manage Trading Community Common Lookups task.

Account Team Member Access Levels: ExplainedAccess levels control the team member's privileges for the account.

There are three types of account team membership access levels:

• View Only

• Edit

• Full

When you add a resource to the account team, a profile option setting determines the member's default access level. Ifthat member is removed from the account team, she no longer has access to the account, unless she is still a member of aterritory that is assigned to the account. Resources in the management hierarchy of a newly added team member inherit thesame access level of the subordinates.

View OnlyView Only is the minimum level you can assign to team members. Team members with View Only access can view details ofthe account, such as: account team, snapshot, assessments, discussion forums, notes, and activities. If the team member'sresource role does not provide functional access to view a particular child attribute of an account, that member cannot viewthe attribute, regardless of her account team access level. The data security inherent on Sales Cloud business objects, suchas leads and opportunities, determines whether or not a sales team member can view details of that business object.

EditTeam members with the Edit access can view and edit all customer-related objects. The data security inherent on SalesCloud business objects, such as leads and opportunities, determines whether or not a sales team member can view details



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of that business object. They can also run the territory reassignment process, but they cannot change the composition of theaccount team.

FullWith Full access, team members can do everything that Edit access allows, as well as changing the composition ofthe account team. Team members with Full access can manually add and remove other team members, change amember's access level, and mark the lock assignment setting for team members. Initially, only the account owner and salesadministrators have Full access, but they can grant Full access to other team members.

Merging Accounts and Contacts: ExplainedThis topic covers how you make merge requests and the profile options to consider when making a request to merge multiplerecords into a single record.

Making a Merge RequestYou must have at least two records to merge. You perform a merge when you want to consolidate multiple or duplicaterecords into a single record.

Use the landing page for accounts or contacts to submit a merge request. Oracle Sales Cloud Customer Data Hubprocesses all merge requests; therefore, you must implement Customer Data Hub and set the profile option Merge RequestEnabled to YES to enable merging of records.

You can select the records that you want to merge and then submit a request to merge them into a single surviving record. Asuccessful merge request results in one surviving record and the status of all other duplicate records changes to Merged.

Requesting or Bypassing Approval of Merge RequestYour merge request is directly processed or is passed on for approval to a data steward manager depending on how youhave set the User Merge Requests profile option.

If the profile option is set to Y (Allow Processing Without Approval), the request bypasses the data steward manager and isdirectly queued up for processing. Else, the merge request goes to the data steward manager for approval or rejection.

Related Topics• Manual Merge: Explained

• Managing Rejected Merge Requests: Explained

• Automerge: Explained

Enabling Source System Reference in Accounts:ExplainedThis topic covers an overview of what a source system reference is and how you can view the referenced systems of anaccount record.

Reference System OverviewSource system reference is a unique ID that enables you to maintain a record of the source of the data in Oracle Sales Cloud.

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Oracle Sales Cloud may use data from disparate systems running on different databases. When such data is consolidated,the source system reference is maintained using a unique reference key for cross-referencing. You can query the sourcesystem using the reference key (unique ID) to get more information about an account from the source system

The following figure illustrates the edit page of an account where you add or view reference systems.

In accounts simplified UI, you can enable the source system reference by enabling a subtab that contains such cross-references if any.

Enabling Source System ReferencesYou use the Reference Systems subtab to view or add source systems. This tab is not enabled in the shipped product, whichmeans that you must explicitly enable the Reference Systems subtab.

To enable the Reference Systems subtab:

1. In Application Composer, select Common from the Application list.

2. Expand Standard Objects.

3. Expand Accounts, and click Pages.

4. Select the Simplified Pages tab and scroll down to view the Details Page Layouts table.

Edit the default layout, or click the Duplicate Layout icon to duplicate and edit an existing layout.

5. On the Details Layout page, click the Reorder Subtabs icon which appears at the top of the subtabs.



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This figure illustrates the Configure Subtabs dialog that appears when you click the reorder subtabs icon.

6. In the Configure Subtabs dialog, move the Reference Systems subtab to the Selected Subtabs box.

7. Click OK, and then click Done.

Go to accounts simplified UI and edit a record. You can now see the reference systems subtab on the accounts UI.

Related Topics

• Managing Source System References: Explained

FAQs for Maintaining Account and ContactInformation

What accounts does selecting My Accounts display?When you select the My Accounts list in the Accounts work area, the application displays a list of all of the accounts whereyou are listed as the account owner. You are automatically the account owner if you create the account or you can bedesignated as the owner by an application administrator.

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What contacts get displayed when I select My Contacts, MyFavorite Contacts, and My Business Contacts?Selecting the My Contacts list in the Contacts work area displays a list of all of the accounts where you are listed as thecontact owner. You are automatically the contact owner if you create the contact or you can be designated as the owner byan application administrator.

Selecting the My Favorite Contacts list displays a list of contacts you designated as favorites.

Selecting My Business Contacts displays all contacts for accounts you own. You are the account owner if you created theaccount or if an administrator assigned ownership to you.

What households does selecting My Households display?When you select the My Households list in the Households work area, the application displays a list of all of the householdswhere you are listed as the household owner. You are automatically the household owner if you created the household or youcan be designated as the owner by an application administrator.

How can I add territories to a sales account?Oracle Sales Cloud assignment capabilities match territories and sales accounts based on assignment setup. A sales accountcan also be assigned to one or more internal and partner territories.

You can assign all internal territories, such as Prime, Overlay, as well as Sales Channel Manager territories, matching agiven sales account's assignment attributes, to the account. You can run Internal territory assignment immediately andautomatically whenever account assignment or reassignment is required. For example, you can run assignment managerwhen you create or update a sales account, or when territories are realigned.

On the Account Team page, select Assign Territories from the Actions menu to schedule internal territory assignment to run ina batch, or run on-demand.

Partner territories are applicable to Oracle Sales Cloud partner management implementations. When you approve a partnerlead, any partner territories associated to the lead are automatically assigned to the lead's account. Channel managers canalso select specific partner territories to assign to an account with the Add Partner Territories action on the Account Teampage.

Related Topics

• Territories Defined by Dimensions: Explained

• Territory Components: How They Work Together

• When do territories get assigned to sales accounts?

• Scheduling Sales Account Assignment: Explained

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What's the difference between a primary contact, an overallprimary contact point, and a relationship associated primarycontact?The primary contact point is the specific phone, e-mail or other means of communication with a customer that a contactprefers. If there is only one contact point entry, it is the primary contact point. Contact points can have multiple entries. On theEdit Contact: Profile page, you can designate a primary contact for each type of contact point.An overall primary contact point is the first entry for each type of contact point for a contact. If no customer is associated withthe contact, the primary contact point is the overall primary contact point.

If a customer is associated with the contact, the primary contact point becomes the relationship-associated primary contactpoint. A relationship-associated primary contact point is the first of multiple records for a contact's customer relationship.You can change the primary on the Edit Customer: Contact page. Since the contact is related to a customer in this case, therelationship-associated primary contact is also the overall primary contact.

How can I specify the customer relationships for my contacts?You add relationships for a contact in the contact's Relationships tab. If the contact is associated to a customer, you canalso add relationships for the contact from the customer's Contacts page by clicking the contact name and accessing thecontact's Relationships tab.

How can I designate a contact as primary?You designate a contact as primary from the customer account. On the customer's Contacts page, you can click thecheck icon in the Primary column for the contact you want to be the primary contact. You cannot edit the primary contactdesignation from the contact's Profile page. You must make changes in the customer's Contacts page.

For example, you can have more than one contact point, such as phone number and e-mail address, for the same customer.In this example, a contact is related to customers Acme 1 and Acme 2. This contact has work phone 1 and mobile phone 1for customer Acme 1, and work phone 2 and mobile phone 2 for customer Acme 2. You can designate work phone 1 as theprimary contact point for customer Acme 1, and mobile 2 as the primary contact point for customer Acme 2.

How can I search for a contact who is not related to acustomer?Contacts who are not related to a customer are not included in the contacts search and cannot be selected or viewed. Toenable search, select, and view of the contact, you must specify the customer for the contact.

What's the difference between an internal territory and apartner territory?Internal territories can only have internal resources assigned, while partner territories are controlled by the partner organizationand contain only partner resources.



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Examples of two internal territories are:

• Salesperson territory is the area of responsibility of a sales representative over a set of accounts, leads, andopportunities.

• Lead Triage territory is the area of responsibility of channel manager to approve and route partner leads to the rightPartner.

A partner territory is the jurisdiction of the reselling partner and contains partner resources. You can assign specific partnerterritories to an account.

Related Topics• Sales Account Territory Member Access: Explained

• When do territories get assigned to sales accounts?

What Oracle Service Cloud customer data can I view in thecustomer center?Integration with the customer center allows you to view Oracle Service Cloud incident information as an Oracle BusinessIntelligence Enterprise Edition (OBIEE) report in the customer center. The incident report data includes the incident ID andreference number, subject, agent working the issue, severity, status, date created, and last updated date.

Related Topics• What opportunity data can I view for accounts in Oracle Service Cloud (RightNow CX)?

How can I set Customer as the default account type whencreating accounts in Simplified UI?You can set a default account type to Customer on the create account page by changing a profile option.

To change the profile option:

1. Go to Setup and Maintenance.

2. Under the All Tasks tab:

◦ Select Tasks in the Search field.

◦ Enter Manage Administrator Profile Values in the Name field.

3. Click Search.

4. Click on the icon under Go to Task column heading.

This opens Manage Administrator Profile Values page.

5. Enter ZCA_ENABLE_SELLTO_ADDR_CHECKBOX in the Profile Option Code field.

6. Click Search.

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7. Under the Profile Option: Profile Values region, set the Profile Value to Yes.

You have now set the default value of the account type to Customer.

TipTo hide the Type field, use Application Composer. For more information on how to hide or show fields insimplified pages, see Oracle Sales Cloud Extending Sales.

Related Topics• Extending Simplified Pages for Activities: Explained

• Customizing Fields in Simplified UI Pages Using Page Composer: Worked Example

What happens when I delete an account?Sales administrators and other designated users (users granted the Delete Sales Party privilege) can delete accounts inOracle Sales Cloud.

In general, when you delete an account:

• The account party status becomes inactive. The account record is not physically deleted from the database.

• The deleted account does not appear in account list, account search, account picker, account data quality match,segmentation, and recent items.

• The deleted account's profile and children, such as attachments and notes, can no longer be viewed.

• The account's contact relationships, if any, are deleted. The contact can still be viewed, but deleted contactrelationships will not be shown in the contact.

• Deleting an account does not cascade delete account related objects such as opportunities, leads and tasks. Youcan still view related objects and the account name on these objects, but you can no longer access the deletedaccount's details.

What happens when I delete a contact?Sales administrators and other designated users (users granted the Delete Sales Party Contact privilege) can delete contactsin Oracle Sales Cloud.

In general, when you delete a contact:

• The entire person record of the contact is removed from Oracle Sales Cloud, including all profile data, customerusages, group memberships.

• Relationships with associated customers or sales accounts are deleted.

• Contact points or other child objects specific to the customer-contact relationship won't be viewable.

• A deleted contact won't be viewable or available in any other contact or customer lists, regardless of the contacttype (standalone, single, or multiple) customer-contact, or a consumer or prospect, or in cases where the contact isboth a customer contact and a consumer or prospect.

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• Even if you have the functional privilege to delete a contact, you can't delete a contact if you don't have full oredit access to at least one of the sales accounts associated to the contact. If you try, you see a 'You do not havepermission to delete this contact because the contact is associated to customer {customer names}' error message.

What happens when I delete a household?Sales administrators and other designated users can delete households in Oracle Sales Cloud.

In general, when you delete a household:

• Association with members of the household is severed, but the members can still be viewable as individualorganizations or contacts.

• Contact points for the household won't be viewable.

• A deleted household won't be viewable or available in any other contact or customer lists.

In the desktop UI, can I get a list of all contacts using the AllContacts search in the Manage Contacts page?No, you cannot use this search to get a list of all contacts in your application. You must enter at least one search term of atleast two characters in one of the search fields provided. For example, you can use the search to get a list of contacts for aparticular customer, within a particular state, city, or phone area code.

In the desktop UI Manage Customers and Search Customerspages, can I search by custom fields I created for Account andSales Account in Application Composer?You can search by Account custom fields on the Manage Customers page by selecting Search by customers from theSaved Search list and adding the custom field to the search. You can search by contact custom fields by selecting Searchby contacts. You can search by household custom fields by selecting Search by group.

In the Customers Overview page in the desktop UI, can Isearch by Account and Sales Account custom fields I createdin Application Composer?Yes, you can add Sales Account custom fields to searches in the Customers Overview page using the Add Fields button.You can search for Account, contact, and household custom fields, by creating join fields in Application Composer and thenadding the join fields to the search.

Why can't I find prospect accounts when I search on theCustomers Overview page in the desktop UI?The Customers Overview page is designed for searching accounts of type Customer. This is the most common type ofsearch by salespeople. Use the regional search or the search on the Manage Customers page to search for any type ofaccount, including customer and prospect.



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What's the meaning of the record sets for accounts?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of accounts.For example, the default My Accounts saved search, searches the Records I own record set, listing all of the accounts youcreated or were assigned to as an owner.

The following table lists and describes the record sets for accounts. Not all record sets are available to all users. For example,the record sets involving subordinates are available only to managers.


Records I own

Accounts you own. You are the account owner if youcreated the account or if ownership was assigned toyou.

Records where I am on the team

Accounts where you are on the account team. You areon the account team if you are the account owner orwere added as a member by another team member.

Records in my territory

Accounts in your sales territories.


Accounts owned by you and your subordinates.

Records where my subordinates are on the team

Accounts where you or your subordinates are on theaccount team.

Records in my territory hierarchy

Accounts in your sales territories and all of theirsubordinate territories in the sales territory hierarchy.

Records where I am on the team or territory

Accounts where you are either on the account team or amember of the sales territory.

Records where my subordinates are on the team orterritory

Accounts where you or your subordinates are either onthe account team or the sales territory.


Accounts that you can view based on your accountteam membership, sales territory assignments, yourposition in the organization, and security permissions.



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What's the meaning of the record sets for contacts?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of contacts.For example, the default My Contacts saved search, searches the Records I own record set, listing all of the contacts youcreated or were assigned to as an owner.

The following table lists and describes the record sets for contacts. Not all record sets are available to all users. For example,some record sets are available only if you sell to consumers. Record sets involving subordinates are available only tomanagers.


Records I own

Contacts you own. You are the contact owner if youcreated the contact or if ownership was assigned to you.


Contacts where you are on the contact team. You areon the contact team if you are the contact owner orwere added as a member by another team member.


Contacts owned by you and your subordinates.


Contacts where you or your subordinates are on thecontact team.


Contacts that you can view based on your contact teammembership, sales territory assignments, your positionin the organization, and security permissions.

Records in accounts I own

Contacts in the accounts you own. You are the accountowner if you created the account or ownership wasassigned to you.

Records in accounts where I am on the account team orterritory

Contacts in the accounts where you are on the accountteam or sales territory.


Contacts in your sales territories.


Contacts in your sales territories and all of theirsubordinate territories in the sales territory hierarchy.


Contacts where you are either on the contact team orthe sales territory.



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Contacts where you or your subordinates are either onthe contact team or the sales territory.

What's the meaning of the record sets for households?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of households.For example, the default My Households saved search, searches the Records I own record set, listing all of thehouseholds you created or were assigned to as an owner.

The following table lists and describes the record sets for households. Not all record sets are available to all users. Forexample, the record sets involving subordinates are available only to managers.


Records I own

Households you own. You are the household owner ifyou created the household or if ownership was assignedto you.


Households where you are on the household team. Youare on the household team if you are the householdowner or were added as a member by another teammember.


Households in your sales territories.


Households owned by you and your subordinates.


Households where you or your subordinates are on thehousehold team.


Households in your sales territories and all of theirsubordinate territories in the sales territory hierarchy.


Households where you are either on the household teamor a member of the sales territory.


Households where you or your subordinates are eitheron the household team or the sales territory.



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Households that you can view based on your householdteam membership, sales territory assignments, yourposition in the organization, and security permissions.


Chapter 5Creating Sales Campaigns

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5 Creating Sales Campaigns

Sales Campaigns: OverviewThis topic provides an overview of sales campaigns. Sales representatives and sales managers can create sales campaignsfor reaching out to contacts within their territories. Using sales campaigns, they invite contacts to an event or inform themabout a product launch. Features of a sales campaign include:

• The ability to target contacts from multiple sources including the contact repository, Lead and Opportunity contactlists, and previous campaigns.

• An easy-to-use guided process

• Access to e-mail templates

• A response gathering and monitoring capability

• The option to personalize e-mail for individual contacts

• The ability to schedule a campaign to launch on a specific date

• Automated follow-up for specific response types



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The following figure shows the business process for Sales Campaign:

To create sales campaigns, start from the Campaigns work area, which you can access from the Navigator by selectingCampaigns under the Marketing section.

E-Mail Campaign Content: ExplainedTo create the content of your e-mail campaign, you can add any combination of the elements that follow.

• Images

• Merge fields

• Response forms

• Standard, dynamic, and ad hoc URLs



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• Conditional content

• Attachments

ImagesAdd graphic images to your e-mail. You can provide a link to an image already on a server, select a local file and upload it tothe server, or use the Content Library to host images in a public location. Specify the size and placement of the image.

Merge FieldsPersonalize your e-mail message body by adding placeholders from a list of merge fields, such as the recipient's first name.Merge fields are standard sets of attributes pertaining to an individual contact. You can insert them into your e-mail content.When you launch the campaign, merge fields are dynamically populated directly from the database.

With sales campaigns you can also compose a personalized text message for each recipient. The personalized text feature isnot available for multistage campaigns.

Response FormsInsert response forms as active links in your e-mail content. When a contact clicks one of the links, a specific response isautomatically generated. All such responses are gathered and monitored, to track contacts' actions.

Available response forms for campaigns are:

• Forward to Friend

• Request Call Back

• Request More Information

• Subscription Confirmation Request

• Unsubscribe Confirmation Request

• Subscribe to List

• Unsubscribe from List

• One Click Unsubscribe

• Profile Update

• E-mail as Link

• Add Address to E-mail Client

NoteOnly the first three response forms are available in a sales campaign.

Standard, Dynamic, and Ad Hoc URLsYou can add any of the following types of URL:

• Standard URLs are predefined and commonly used across the enterprise.



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• A dynamic URL is a type of standard URL where content is inserted when the e-mail is sent.

• An ad hoc URL can be created when you define your e-mail content.

By default, all standard URLs are tracked automatically. You can optionally enable tracking for ad hoc URLs, or disabletracking for standard URLs. With tracking enabled, every time a contact clicks a link in a campaign e-mail, the click isrecorded as a specific response, together with details pertaining to the URL.

Conditional ContentConditional content is inserted or omitted based on the results of a rule. There are two elements that you can use to generateconditional content within an e-mail:

• If-Then-Else cases are used to determine if a block of text or HTML is removed from an outgoing e-mail, by verifyingif a merge field value is defined. The merge field is defined if it is NOT an empty string or, for numeric merge fields, if itis not a value of 0 (zero). If the merge field is defined, the block of text or HTML remains in the outgoing e-mail. If themerge field is not defined, the block of text or HTML is removed from the outgoing e-mail.

• Named Blocks are used to decide whether or not to insert a block of text or HTML into an outgoing e-mail, bycomparing one string to another. If the two strings are identical, the block is inserted.

AttachmentsTo send documents, such as product literature, as e-mail attachments with your campaign, you can select a file from yourown desktop; the file will be added to the content library for use during delivery.

Related Topics

• Creating a Personalization Format List for Treatments: Worked Example

Adding Personalized Text in an E-Mail Campaign:ExampleYou are creating an e-mail campaign inviting contacts to an event that your company will host next month. You already havea template that provides most of the information.

In addition to standard merge fields that will automatically populate contact data, you want to add a more personal touch, fora selected few contacts, to the otherwise generic e-mail content.

Adding Personalized Text

1. Create a campaign, enter the details, select all the contacts for the campaign (not just the ones to whom you willsend a personalized message) and, optionally, choose a template.

2. When you edit the e-mail content, add the personalized text merge field where you want the personalized text toappear.

3. When you enter advanced options, locate the contact for whom you want to create a personal text in the list ofcontacts. Click the edit icon in the Personalize column to open a new HTML editor window where you can enter a

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message for the selected contact. You can apply styles just as in the common area of the e-mail. You can previewand edit the personal message until you have what you want. You can repeat this step to create individual personalmessages for as many contacts as you choose.

Follow-Up Actions: How They WorkWhen you create a sales campaign, you may want to be notified automatically when a targeted contact responds in a specificway. You can associate follow-up actions with specific responses, so that the follow-up action is triggered automatically whena contact responds to your campaign e-mail.

Response FormYou can include response forms in the content of your campaign. These appear to recipients as hyperlinks that they can clickwithin the e-mail. Every click is recorded, and used to track usage statistics. In addition, each response can also trigger anassociated action to be performed automatically.

Follow-up ActionFollow-up actions are predefined actions that can be triggered by contacts' responses. The purpose of these actions is toinform you, the creator of the campaign, when a particular contact clicks a specific response. You can choose to receivethis information in an e-mail notification that will appear in your e-mail Inbox, or by the creation of a callback activity that willappear in your worklist. In either case, the information you receive includes campaign details, contact details, the specificresponse that the contact clicked, and the date and time of that click.

What sales campaigns display when I select the MyDraft Campaigns and the My Completed Campaignslists?When you select the My Draft Campaigns list in the Sales Campaigns work area, the application displays a list of all of thecampaigns you own that are pending activation.

Selecting the My Completed Campaigns list displays all sales campaigns you own that have been completed within the lastthree months.

Why is the total customer count in my salescampaign less than I expect?Sales campaigns target individual contacts for selected customers. If you initiate a campaign, any customers who wereselected, but have no contacts defined, are excluded from the sales campaign. Once a contact is defined for the customer,you can manually add the contact to the campaign.



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Chapter 6Managing Leads

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6 Managing Leads

Lead Management: OverviewLead management features help to align marketing and sales objectives from lead generation to lead execution. Thisultimately contributes to increasing revenues.

Lead information is generated and captured from:

• A company's existing contacts• Sales campaigns

All leads then undergo the qualification and assessment process and hopefully get qualified either manually by a salespersonor automatically based on predefined rules.

Finally, qualified leads are converted into opportunities.

How Lead Components Fit TogetherA lead follows a path which ends either with converting the lead to an opportunity, or retiring the lead when no possibilityexists of converting the lead to an opportunity. The lead lifecycle includes an automated process to first capture theleads, then prioritize the leads for sales engagement through a scoring and ranking process. Leads are then distributed toappropriate sales resources for further lead qualification, follow-up and conversion.

Leads LifecycleLeads are monitored, reassigned as appropriate and the lead quality is continuously reviewed and adjusted as the leadprogresses through its lifecycle. Marketing and Sales departments both share the ownership of leads, where the focus onthe leads shifts from Marketing to Sales and back to Marketing based on the lead status. The lead lifecycle is captured in thefollowing topics:

• Lead Generation• Lead Qualification• Lead Distribution• Lead Assessment• Lead Conversion

Lead GenerationLeads are generated and captured from many different sources such as:

• Campaign responses• Campaign stages handled by telemarketing• Third-party lead sources• Sales prediction application through the creation of new leads

Flexible lead import, customer and contact creation, and de-duplication ensure marketing lead generation efforts areoptimized. For example, the lead import process checks whether leads represent new or existing customers. For new



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customers, data must be created for the lead. If the lead is an existing customer, part of the lead import process checks toensure customer and lead information is not duplicated.

Lead QualificationMarketing departments help with the lead qualification process to ensure that only qualified leads are handed over to sales.Leads are typically ranked as Hot, Warm, or Cool. Leads are further qualified by the use of company-specific standardquestions to score a lead. Lead scores are numeric values typically ranging from 1 to 100, where a high score represents highquality.

It is not good practice to let stale leads build up. Standardized criteria for lead qualification ensure that quality leads reach thesalesperson and help maximize the conversion rate from leads to opportunities. For example, your organization has criteriaand processes for ensuring that leads are either developed or retired within 30 days. When the lead age is greater than30 days and the rank is A or B, Marketing reassigns the leads for follow-up by an internal telemarketing group. If the leadscannot be qualified or further developed to revenue opportunities, the rejected leads can be reassigned or can be retiredmanually.

Lead DistributionAs the qualification of leads progresses into real potential prospects, assignment manager uses expression-based rules toassociate one or more internal salespersons with each lead. If the lead is associated with either a sales prospect or a salesaccount, then the assignment manager process uses territory definitions to associate (typically one) internal territory with eachlead. The salesperson newly assigned to the lead may be related to the lead record directly through the lead team or indirectlythrough a territory associated with the lead. He or she can view and update those leads assigned to them in the lead workarea and can claim ownership of the lead by accepting the lead.

Other assigned resources can view and update the lead, but cannot make themselves the owners. As the lead is qualifiedfurther, for example, if a sales prospect changes to a sales account by adding an address, assignment manager isautomatically called during the next automated assignment cycle. Depending on the assignment logic, the lead may bereassigned to a different territory or sales resource. If the assigned salesperson takes no action on a lead for several days,then the lead can be manually reassigned to another salesperson.

Lead AssessmentSalespeople must evaluate the quality of information they have received for the lead. They determine if the details aresufficient to reach out to the customer and assess whether a lead is worth pursuing with the help of preconfiguredassessment templates. Assessment templates can further qualify the lead by:

• Reviewing the content shared with the customer during a campaign

• Framing the lead in the context of the campaign

• Ensuring the salesperson understands the information that has already been sent to the customer

You can use the lead assessment feature to further assess leads through predefined questions that help determine thelikelihood of the lead being accepted by Sales. In this scenario, a salesperson named Mike begins asking the customer aseries of questions created by Marketing and Sales to assess the quality of the lead. As each question is asked, Mike recordsthe answer and the lead assessment tool automatically factors the answer into the assessment score of the lead. At the endof the call, Mike notes that the assessment lead score is high. He requests that the lead is assigned to the direct sales team.If the lead score was low, then Mike could retire the lead, or if the lead needed further qualifying, he could leave it in his listof leads for follow-up at a later date. If the lead is good, but the potential revenue opportunity is less than a predeterminedmonetary amount, for example, twenty-five thousand dollars, then Mike can convert the lead to an opportunity to furtherpursue as part of the sales cycle.

Lead ConversionA lead's life cycle ends either when a lead is converted to a sales opportunity, or when the lead is retired. After establishingthat the lead has potential, the salesperson converts the lead to an opportunity. Contact is established and meetings and



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presentations are scheduled to move the opportunity along the sales pipeline. To track the progress, contact notes arecaptured and associated with the contact and opportunity.

As the lead progresses through its life cycle, decisions to retire the lead are based on the following:

• You cannot verify customer and lead details.

• The customer is not interested in pursuing the lead any further.

Lead Actions: ExplainedUse lead actions to manage leads. This topic provides a brief description of the actions that you perform on a lead.

Lead actions are generally grouped into the following categories:

• Standard create, edit, delete, and update functions such as mass update

• Ranking, scoring, and qualifying actions to assist in prioritizing leads

• Accepting, rejecting, reassigning, and retiring actions to ensure leads are in the right queue for pursuing

• Submitting lead registrations for approval and converting leads to opportunities to continue sales pursuits andinclude in sales forecasting

The ability to perform each action depends on:

• Privileges assigned to your role

• Access level as a lead sales team member

• Current status of the lead

Lead ActionsThe following table shows the actions that you can perform to manage leads:

Action Description

Mass Update

Performs a mass update of specific attributes andcustom attributes from the Leads Overview work areawhen selecting multiple records.

Rank

Submits the Request Sales Lead Assignments processto automatically assign a lead rank based on predefinedrules specified in the Assignment Rule for Ranking Leadsprofile option. A rank represents the priority of the lead,such as Hot, Medium, and Cool.

Score

Submits the Request Sales Lead Assignmentsprocess to automatically assign a lead score based onpredefined rules specified in the Assignment Rule forScoring Leads profile option.



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Action Description

Note Lead assignment score is different fromqualification and assessment scores. A leadscore can be used as a source for predefinedrules that automatically assign lead rank,qualification status, territories, and resources.

Qualify

Updates the lead status to Qualified, bypassing theautomated sales lead classification process.

Reassign

Provides choices for when the sales lead assignmentprocess evaluates the lead to reassign sales teammembers and territories to the lead:

• Automatic assignmentLead is selected for reassignment and isreassigned when the Request Sales LeadAssignments process next runs using the Reassignprocess selection criteria.

• Immediate automatic assignmentImmediately runs the Request Sales LeadAssignments process, reevaluating andreassigning per the process.

• Manual assignmentYou can select an owner to assign to the lead froma list of eligible resources.

A lead must have a Qualified or Unqualified status to bereassigned.

Retire

Updates the lead status to a retired lead indicating thelead is no longer one that needs pursuing.



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Action Description

Reject

Removes you as the lead owner. The accepted indicatorand assignment status are also updated to reflect thatthe lead is no longer accepted. The lead is eligible forreassignment when:

• The next scheduled Sales Lead Processing Activitysubmits the Request Sales Lead Assignmentsprocess

• The lead meets the processing activity's selectioncriteria

• The previous lead owner is excluded whenassigning team resources

The reject reason, and the number of times the leadis rejected, is available when searching leads. Thisinformation is displayed in the Overview page foranalysis and to provide possible indicators that the leadshould be retired.

Accept

Updates the lead with you as the owner. The RequestSales Lead Assignments process is submitted toautomatically assign sales team territories and resourcesbased on predefined rules. The rules are specified in theAssignment Rule for Ranking Leads profile option.

Convert to Opportunity

Creates an opportunity based on lead information. Thelead status is updated to converted.

Submit for Approval

Click Submit for Approval when you are ready to registerthe lead for the approval of a channel account manager.

Lead Statuses: ExplainedThe status of a lead is primarily determined by a user performing an action on a lead, or upon successful completion of thelead qualification activity. This topic describes the different lead statuses.

Once leads have been assigned to lead qualifiers or related sales roles, lead follow-up activities begin. As specific actions areperformed on a lead, the status of the lead changes accordingly.

Lead StatusThe following table describes the statuses of leads:



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Status Description

Unqualified

A lead with a status of unqualified signifies that thelead requires additional information and qualificationactivities by the lead team. Unqualified is the defaultstatus assigned to all newly created leads.

Qualified

A qualified lead signifies that the lead is ready for salesattention. The status can be updated to qualified byeither the user selecting the Qualify action or uponsuccessful completion of the qualification processingactivity. Leads can have a status of qualified based onmany factors including the status of the budget and thetime frame of the project.

Converted

When a lead is converted to an opportunity, then thestatus is set to Converted.

Retired

The status of a lead is updated to Retired when a userselects the Retire action. A lead is retired when:

• There is no likelihood of the lead being convertedto an opportunity

• A lead is no longer followed up by Sales

• A lead is not evaluated by Marketing over a certainperiod of time

A retired lead cannot be converted to an opportunity.Marketing users can review retired leads and then deletethem as required.

Lead Qualification: ExplainedThe lead qualification process can either be performed by internal marketing or internal sales groups. This topic provides abrief overview of what constitutes a qualified lead.

Qualifying leads is an important first step in bringing the sales lead to a conclusion. At the end of the lead qualificationprocess, you can classify the lead as a qualified lead that is ready for conversion to an opportunity. Or you can retire the leadif the purchase interest for the lead cannot be validated. What constitutes a qualified lead varies from company to company.

Basic Lead QualificationIn some companies, basic lead qualification data is gathered by lead qualifiers and contains data such as:

• Customer need

• Urgency or time frame for the project

• Budget considerations such as available amount and status



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The scheduled process that determines lead qualification status also takes into consideration basic lead data.

Additional Lead QualificationIn other companies, the lead qualifier or salesperson uses a lead qualification questionnaire as part of the qualificationprocess. Based on the answers received, he or she can decide to manually set the lead to a Qualified status using the leadactions menu. Your application administrator assigns the questionnaire to your Lead Qualification Template profile. Theanswers entered are assessed using a weighted scoring model with instant feedback available as a scoring status bar in theUI.

Related Topics

• Defining a Sales Lead Qualification Template: Example

Performing a Lead Qualification: ProcedureLead qualification helps in the lead follow-up process, where the sales representative continues to assess the lead quality andlead conversion potential through preconfigured qualification templates.

Lead qualification is typically done as part of a lead follow-up activity where the lead is nurtured in order to make it qualified.

NoteAfter the qualification templates are created, the Advanced Lead Qualification Enabled profile option must be setby your administrator to specify the template name to display the collection of questions, possible answers, andquestionnaire feedback in the Edit Lead simplified UI. This is the default template that you use to view the sets ofpredefined questions and answers collected to assist with evaluating the lead.

You can conduct a lead qualification, view completed lead qualifications, and view the responses to the questions posed inthe qualification template. Qualification templates provide the mechanism for you to analyze the lead and suggest appropriatenext steps based on the overall assessment score and feedback for the lead.

NoteYou must have Full or Edit access on the lead to perform new qualifications and update existing qualifications.With View Only access, you can view the lead qualification templates but not update them.

Performing a Lead QualificationUse the following procedure to perform a new lead qualification. Note that this procedure applies to the simplified UI only.

1. From the Navigator, click Leads.

2. In the list of leads, click on a lead to edit it. The Edit Lead page appears.

3. Click the Qualification tab to open the default qualification template.

4. Proceed to fill out and complete the lead qualification template.

If there are multiple qualification templates associated with the lead, then you can choose to select a different qualification byclicking on Replace Qualification.

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Related Topics• Assessment Template Score Range: How It's Calculated

• Assessment Template Components: How They Fit Together

Qualifying Leads: ExamplesThis topic explains the lead qualification process and provides examples of the different methods used for qualifying leads.

Lead Qualification ProcessLead quality is assessed as soon as a lead is generated and is mainly based on:

• The characteristics of the customer contact on the lead

• The type of response which caused the lead to get generated

• The type of sales campaign that the lead may be associated with

Leads are enriched further, typically by means of prequalification telemarketing activities performed by internal marketing,internal sales groups, or external third-parties. Qualification data is added to the lead such as:

• Customer need

• Urgency or time frame for the project

• Budget considerations such as available amount and status

At the end of this process, the lead is either:

• Classified as a qualified lead which is ready for conversion to a sale

• Retired if purchase interest for the lead cannot be validated

The following scenarios illustrate some of the lead qualification processes.

Rule-Based Lead QualificationThe rule-based lead qualification process requires that the value of the Lead Status attribute be set to Qualified ifqualification rules evaluate to a positive answer. For example, consider the rule:

IF budget status is approved AND time frame is 3 months

AND decision maker has been identified

AND response type is attended event

THEN rule is passed

ELSE rule is failed.

If this rule evaluates to TRUE, the value of Lead Status is set to Qualified.

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Internal Marketing QualificationInternal lead qualifiers or inside salespeople conduct phone conversations to gather qualification data about leads. They canuse qualification templates to define consistent and specific qualification criteria for similar leads. The qualification questionsare tailored to a specific product, industry, and source of the lead.

Before updating the lead status to qualified, the lead must have a valid primary product associated with it. Users can selectmultiple leads and select Qualify from the Actions list. Leads meeting the requirements for lead qualification are processed.

As the qualification data is gathered using the leads management user interface, the lead qualifier or salesperson can decideto manually set the lead to Qualified status. In some companies, the lead qualification data gathered by lead qualifiers isconsidered in the scheduled automated lead process. For example, the assignment manager engine can calculate lead scoreor lead rank, as well as assign sales team territories. For such companies, a simple rule to move leads to a Qualified statuswhen the lead score reaches a specific threshold is sufficient.

A lead can be qualified when the basic attributes of the lead indicate interest in the purchase of a product. For example, basicattributes might include:

• Contact attended a product event

• Budget is approved

• Purchase time frame is less than a year

The Additional Qualification tab displays the qualification template with questions where you can enter the answers onthe same page. Most of the data required to qualify the lead is available from the Basic Qualification area of the Lead detailspage. Supporting data is included in the contextual area for easy reference.

Internal Sales Group QualificationLeads are generated and captured from many different sources. The sales prediction system generates and captures leads.Leads are created when customers are created. Leads are also generated from leads that already exist. After salespeopleaccept those leads generated by the sales prediction system, they can evaluate the quality of the information received for thelead. They determine if the details are sufficient to reach out to the customer and assess whether a lead is worth pursuingwith the help of predefined assessment templates. If they can establish that the lead has potential and can be marked asqualified, they can then convert the lead to an opportunity. Contact is established and meetings and presentations arescheduled to move the opportunity along the sales pipeline.

External Third-Party QualificationExternal third-party qualification involves using input from a third-party source to qualify leads. For example, your companyhas obtained a list of contacts that purchased a car in the last 90 days. You have hired a telemarketing company to calleach contact to determine if there is interest in your company's auto security products. The third-party telemarketerprovides weekly files of potential contacts who are interested in your products. Using the file-based data import featureand qualification rules configured using the assignment manager engine, the interactions resulting from the telemarketer'sactivities are imported as leads. The marketing operations manager schedules the rule-based qualification process to occuras soon as the enriched lead data is imported to the lead management application. If the rules evaluation is successful, theresult sets the lead status as Qualified.

Related Topics• Lead Assessments: Explained

• Lead Ranking: Explained

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Lead Ownership and Sales Team Resources:ExplainedThe market is typically organized into territories that comprise customers and prospects. Marketing is closely aligned withsales, and marketing activities are launched to generate leads and maintain the strength of the sales pipeline. This topicexplains lead ownership, lead access, and privileges of the sales team resources.

Resources who access leads have different roles as follows:

• Operations support for an automated process to capture leads, prioritize leads for sales engagement, and distributethe leads to appropriate sales or territory team resources.

• Marketing and lead qualifiers monitor leads, reassign leads, and continually review and adjust the lead quality.

• Sales and territory teams enable lead qualification, perform follow-up lead activities, and convert leads toopportunities.

This topic includes the following sections:

• Lead, Sales, and Territory Resources

• Assignment of Leads to Marketing and Sales Resources

• Sales Resource Role

• Resource Privileges and Access Levels

Lead, Sales, and Territory ResourcesSales resources are organized into flexible teams and are associated with the sales territories. These sales territories are thenassigned to customers, leads, and opportunities to carry out the sales process. The lead follow-up process includes a leadteam comprised of individual sales resources who are predominantly active during the lead qualification stage. A lead is thenassigned to the appropriate sales team, and a territory team is created for the lead. All sales resources who are assigned tothe territory team can view and follow up the lead.

Assignment of Leads to Marketing and Sales ResourcesQualified leads are assigned to a sales team based on sales territories. Unqualified leads are assigned to individual leadqualifiers either manually or based on rules defined in the assignment manager engine.

Sales Resource RoleThe sales resource performs the following activities:

• Review quality leads which are augmented with sales collateral, marketing content, customer contact interactions,and references.

• Qualify and assess the lead quality further with the help of customized assessment templates.

• Use the resource picker to manually select a resource to add to the team.

Include a description to indicate what role the resource has on the sales team. Many sales team members canaccess each lead, and each team member is identified as either an internal (sales force), or an external (channelpartner sales force) resource. Each sales team member can be associated with a specific resource role to indicatewhat capacity the member has on the lead.

• Add additional contacts and products to the lead as the lead moves further down the sales cycle.



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Resource Privileges and Access LevelsLeads have three levels of access as follows:

Access Privilege

View Only

View the lead and add lead notes. View the salesaccount associated with the lead, but no other leads oropportunities associated with the sales account. Youcan also view most of the lead tabs.

Edit

Update all data on the lead except for Lead Teammembership data and Lead Owner data.

Full

Read and update the lead and all child objects of thelead. Full access level enables you to:

• Update the sales lead team by adding or removingindividual resources

• Update the access level for any member of theteam

When the lead does not have any owner, you must Accept the lead which makes you the lead owner. Only the lead ownerand the management chain of the lead owner can change the lead owner.

Territory team members inherit the access level of the territory. All members of the sales territories assigned to the lead havefull access to the lead. Owners of ancestor territories of all sales territories assigned the lead also have full access to the lead.

Sales Lead Team ExamplesA sales lead team comprises assigned territories and individual team members.

This topic provides examples that illustrate some of the features available for the sales lead team:

• Automate assignment of territories to lead territory team

• Automate assignment of individual resources to sales lead team

• Add ad hoc members to sales lead team

• Update access rights based on the resource

• Change the lead owner

Automate Assignment of Territories to Lead Territory TeamA lead exists with your company to purchase 50 large wind generator units in several Western Region states. To ensurethat Western Region salespeople get assigned to the lead, your administrator uses the assignment manager capability toautomatically add the Western Region territory to the lead territory team.



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Sales departments arrange the sales force based on sales territories. Sales resources are organized into flexible teams andare associated with the sales territories. These sales territories are then assigned to customers, leads, and opportunities tocarry out the sales process. A territory is the range of responsibility of salespeople over a set of sales accounts. Territories areassigned to sales accounts when the sales accounts are created. The sales lead team comprises:

• Assigned territories and special resources that are manually assigned to the team on an ad hoc basis.

• Resources that are added automatically through the automatic assignment of individual resources.

Automate Assignment of Individual Resources to Sales LeadTeamThe sales lead team for your company wants to add a support person to the lead. Typically, support people are not part ofany sales territory. You can use the Manage Sales Lead Assignment Rules area to set up a rule set group. For example, youcan assign support team members as individual resources based on rules which match the lead product with specific supportteam members.

Add Ad Hoc Members to Sales Lead TeamGenerally, sales team resources are automatically assigned to leads based on configured assignment rules. The followingscenarios provide examples of when you may want to manually add additional team members to assist with the lead.

• The lead owner, who has full access to your company lead, wants to add one of his company's contractual expertsto his team to help pursue the lead. The lead owner manually accesses the resource picker and selects the ad hocresource that he wants to add to his team.

• When pursuing a lead for an insurance policy, the customer contact requests a unique and complex combination ofpolicy components that require an expert in the company to review. The lead owner adds the expert resource to thelead with full access. Now the expert resource can update the lead with valid combinations of products and services,and, if required, add more team members to the team.

• A salesperson is pursuing a lead that requires the export of products outside the country. He wants to ensure thereare no legal issues with exporting the products. The salesperson adds a member of their company's legal counsel tothe lead to review the details before contacting the customer again.

Update Access Rights Based on the ResourceWhen a resource is added to the sales lead team through rule-based assignment, a profile option determines the member'sdefault access level. Resources in the management hierarchy of a newly added team member have the same level of accessto the sales leads as the team member.

All members of the sales territories assigned to the lead have full access to the lead. Owners of ancestor territories of all salesterritories assigned to the lead also have full access to the lead.

Change the Lead OwnerOnly the lead owner, or the resources in the management hierarchy of the lead owner, can change the ownership of the lead.



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Related Topics• Lead Access Levels: Explained

FAQs for Managing Leads

What's the difference between response, lead, andopportunity?The following table describes the main differences between a response, a lead, and an opportunity.

A response is ... A lead is ... An opportunity is ...

An interaction initiated bythe customer in response toa marketing stimulus. Everyoutbound marketing activity is amarketing stimulus.

An inquiry, referral, or otherinformation, obtained throughmarketing campaigns or othermeans that identifies:

• Potential contact or prospect

• Specific purchase interest

Note You can create a lead if thespecific purchase interestis not known when thelead is created. However,to qualify a lead you mustrecord a primary purchaseinterest.

A pending sale of a product orservice that can be forecasted andtracked using summary data suchas:

• Potential revenue

• Sales stage

• Win probability

• Expected close date

Created from interest recordedfrom responders in response tomarketing activities. Responsesinclude:

• Providing answers to phonesurvey questions

• Subscribing to a list

• Replying to an e-mailresponse form request

•

Mostly created by automated leadcapture or lead import processeswhich periodically create qualifiedresponders as sales leads. Sometimes created from theresponse data of a contact orprospect who has expressed aneed or interest in a product orservice offered by the business.

Created by salespeople whenthey have identified a qualifiedlead with a potential revenueopportunity. Leads are convertedto opportunities when significantsales investment is foreseen toclose the deal.

Note A salesperson can createopportunities from scratch,without previously having aresponse or lead created.

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A response is ... A lead is ... An opportunity is ...

As interest for the product orservice matures, responders areelevated as leads.

Solely owned by Marketing. Not included as part of the salesforecast.

Transferred between Marketing andSales departments based on howthe lead progresses through its lifecycle. Not included as part of the salesforecast.

Solely owned by Sales whohave complete responsibility formanaging the life cycle of anopportunity. Included in the sales forecast at thediscretion of the salesperson. Not all opportunities get included inthe sales forecast and the decisionto include them in the forecastmay depend on your company'srequirements.

What leads get displayed when I select the My Open Leadsand the Open Leads Where I am on the Team lists?Selecting the My Open Leads list in the Leads work area displays a list of all of the qualified and unqualified leads whereyou are listed as the lead owner and that were created within the last 90 days, or another number of days specified by theadministrator in a system profile. You are automatically the lead owner if you create the lead or you can be designated as theowner by an application administrator.

Selecting the Open Leads where I am on the team list displays a list of all of the qualified and unqualified leads whereyou are on the lead team. These leads were created within the last 90 days, or another number of days specified by theadministrator in a system profile. You are on the lead team if you created the lead or you can be assigned to the team eitherby an automatic assignment process or by another team member.

How can I check for duplicate leads in the simplified UI?As a sales representative you want to know if your leads for new contacts or accounts have any duplicates in the application.You can manually check for leads duplicates from the edit page in the simplified UI. Select the lead that you want to checkand from the Actions menu, select Duplicate Check. Duplicate check can only be run on new (non-existing) contacts andaccounts.

A message is displayed if no duplicates are found for new contacts or accounts. If potential duplicates exist, the ResolveDuplicates page is displayed for the contact or account where you can select the appropriate contact or account to resolveany duplicates.

Why did the deal size change?The deal size is automatically determined by the products entered for the lead. When you add or remove products for a leadthe deal size is recalculated. You can override the calculated amount after all products are entered. For example, if the leadis eligible for a discount, you can manually change the total of the deal size to apply the discount. However, the applicationoverrides the deal size total if you add or remove a product from the lead after having manually adjusted the deal size. In thiscase, you have to reapply the manual change.



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What happens if I manually change a lead rank that wasautomatically assigned?Lead rank suggests a priority to help you select leads for follow up. When the lead is created, a lead rank is first calculated bythe assignment manager engine based on ranking rules. You can select a different lead rank from the list in the UI. When thelead is further processed, a different rank may be assigned based on enriched lead data, or the rules may cause the lead torevert to its original rank.

How can I add lead contacts to my sales campaign?From the Leads overview area, select the lead you want to be part of your sales campaign. From the Lead details page, clickthe Contacts tab. Select the contacts that you want to add to your sales campaign. From the Actions menu, select Addto Sales Campaigns to view and select a campaign from your saved campaigns. Your selected contacts are notified eitherwhen you launch your sales campaign or at the next scheduled mailing if you set up your sales campaign to repeat.

What's the difference between lead qualification and leadassessment?Lead qualification determines whether a lead has a budget and project timeline defined, and indicates if someone withpurchasing authority is identified. Company-specific standard questions and the associated scoring mechanism help tocapture the additional data critical to qualifying leads. A lead is typically considered qualified when the need and purchaseinterest are confirmed.Lead assessment helps in the lead follow-up process, where the salesperson continues to assess the lead quality and leadconversion potential through preconfigured assessment templates. From the Assessment tab, the salesperson can conducta new assessment, view completed assessments, and view the responses to the questions. Assessment templates providethe mechanism for the salesperson to analyze the lead and suggest appropriate next steps based on the overall assessmentscore and feedback for the lead.

Related Topics• Lead Assessments: Explained

• Assessment Template Score Range: How It's Calculated

How can I perform multiple qualifications for a lead in thesimplified UI?When you create a lead in the simplifed UI, you can perform qualification on the lead leveraging the many templates providedby your sales organization. This means you can evaluate various aspects of the lead which can subsequently help you sellmore by converting the leads in less time.

After you create the lead, go to the Qualifications tab and view the recommended qualification that is created for you byyour organization. You proceed to fill out and complete the qualification template. If there are multiple templates associatedwith the lead, select one by clicking on Replace Qualification.. A warning message dialog is displayed to inform you thatany responses for the current qualification will be reset and cannot be restored. You can choose to cancel the operation anduse the current qualification template, or you can choose to continue.

If you continue, the qualification UI is refreshed to display the questions from the new template that you selected. You canthen start providing responses to the questions. You can track the updates on the current qualification from the Qualificationstatus fields on the page. Statuses toggle between: Not Started, In Progress, and Completed. You can also include other

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status values such as the number of questions you have answered, last updated date, and name of the template. You canalso track the total score by summing up the weighted answers and viewing a graphical circular format of the score.

Why did customer reference display for my lead?A customer reference is based on the customer industry and associated lead product or product group related to the specificlead. For example, a customer reference displays for your lead if a customer has purchased a similar product or service. Youcan leverage the reference details for effective lead follow-up.

The leads UI is designed to ensure that you are productive and can readily access related lead information with as few clicksas possible. Supporting data related to each lead is included in the contextual area for easy reference. It includes referencesto all open leads and open opportunities for the lead customer, as well as supporting collateral. This information is useful tothe lead sales team to facilitate an effective lead follow-up.

What happens if I convert a lead to an opportunity?You convert a lead to an opportunity when the lead is qualified and is ready for further processing along the sales cycle. Oncethe conversion is successfully completed, you can review the newly created opportunity using the opportunities UI. Duringyour review, you might want to retain only a select few lead product lines to pursue as opportunity revenue line items. Sincethe conversion process automatically creates revenue lines from all lead lines, you can remove unwanted revenue lines fromthe opportunities UI.

You can view opportunities associated with leads in the leads UI.

When you convert a lead to an opportunity, the following rules may apply depending on the setup criteria for your company:

• The person converting the lead becomes the primary sales team member for the opportunity.• The customer reference on the original lead is maintained for the opportunity.• The associated lead team members are copied with the same primary team member.• The newly created opportunity is assigned to the appropriate sales territories.

Can I create more than one opportunity from a single lead?Yes, you can convert the same lead into another opportunity and then delete unwanted revenue lines. For example,during your review of an opportunity, you decide you want to retain only a select few of the lead product lines to pursue asopportunity revenue line items. Since the conversion process automatically creates the revenue lines from all lead lines, youcan remove unwanted revenue lines from the Opportunity details page. You can, at a later stage, create another opportunityfrom the removed lead revenue lines by converting the lead to an opportunity again. You can then decide to keep only thoserevenue lines that you want on the newly created opportunity.

Why can't I see converted leads in my list of opportunities?If you do not see the converted lead in your list of opportunities, this means that the opportunity is assigned to a differentterritory.

What happens if a lead contact is not associated with acustomer?A sales lead cannot be converted to an opportunity or submitted for approval if the primary contact on the lead is notassociated with a customer. An error message prompts that the lead cannot be converted or submitted because the primarycontact is not associated with any customer.



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In addition, when converting a lead, a warning message displays if any of the nonprimary lead contacts are not related to acustomer. The warning indicates that nonrelated contacts will not transfer to the converted opportunity. If you select yes, thelead conversion process resumes but the nonrelated contacts are not carried over to the opportunity. If you select no, thenno action is taken.

What's the meaning of the record sets for sales campaigns?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of salescampaigns.

The following table lists and describes the record sets for sales campaigns. Not all record sets are available to all users. Forexample, the record set involving subordinates is available only to managers.


Records I own

Sales campaigns that you created.


Sales campaigns owned by your subordinates.


Sales campaigns that you can view based on your salesteam membership, your position in the organization, andsecurity permissions.

What's the meaning of the record sets for leads?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of leads.

The following table lists and describes the record sets for leads. Not all record sets are available to all users. For example, therecord sets involving subordinates are available only to managers.


Records I own

Leads you own, including those leads you created orwhere ownership is assigned to you.


Leads where you are on the lead team. You are on thelead team if you are the lead owner or were added as amember by another team member.


Leads in your sales territories.


Leads where you or your subordinates are on the leadteam.



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Leads in your sales territories and all of their subordinateterritories in the sales territory hierarchy.


Leads that you can view based on your lead teammembership, sales territory assignments, your positionin the organization, and security permissions.


Chapter 7Managing Opportunities

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7 Managing Opportunities

Opportunities: OverviewOpportunities allow organizations to support the full sales process, from leads, to opportunities, to sales, to follow-upanalytics. Within opportunities, sales organizations can capture a wide variety of information related to an opportunity, suchas customer (account) and the products to be sold. In addition, they can use the supplied sales methods and sales stages tostep the opportunity to its eventual conclusion.

The following table lists opportunity features.

Feature Details

Support the sales life cycle

Create, manage, and close opportunities, supportingthe entire sales life cycle. By integrating with leads,you can convert leads to opportunities. Post-sale, takeadvantage of supplied business intelligence reports onthe sales.



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Feature Details

Maintain opportunity information

Following are just some of the data that sales teams cancapture for an opportunity:

• Accounts: You can associate an account (forexample, a customer or prospect) with theopportunity.

• Opportunity owner: The person who creates anopportunity is automatically assigned ownership.You can change owner if needed.

• Contacts: You can associate contacts withan opportunity. In addition, you can specify acontact's role, affinity, and influence level on anopportunity. A single contact can be marked asprimary.

• Currency: The application supports multiplecurrencies at both the opportunity header andrevenue-line levels.

• Budget: A Budgeted indicator lets you displaywhether the opportunity revenue amount has beenbudgeted by the customer, as well as the date thatthe budget was made available.

• Competitors and partners: You can associatepartners and competitors with opportunities, bothat the opportunity and revenue line levels.

• Marketing data: The Source field allowsthe association of sales campaigns with anopportunity.

• References: You can associate referencecustomers with opportunities to improve the sellingprocess.

Employ sales methodology

Your company can employ its own sales methodologyby using the supplied sales methods and stages. Foreach sales stage, administrators can create actionitems (process steps), task templates, recommendeddocuments, assessment templates, and required fieldsfor use in opportunities. In addition, administrators canspecify a different default win probability percentage foreach sales stage.



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Feature Details

Use Sales Coach for guided selling

Sales Coach, part of sales methods, guides salespeoplethrough each step of the sales cycle with anorganization's own sales methodology and bestpractices. The action items (process steps), tasktemplates, recommended documents, assessmenttemplates, and mandatory fields set up by youradministrator in each of the sales stages translateinto guided notes and appropriate opportunity UIinteractions.

Leverage a revenue model

Opportunities support a revenue model that featuresrevenue-based forecasting, products and productgroups, as well as revenue data captured at the linelevel, such as win probability, close date, include inforecast, and status.

Assign sales team

Opportunities align with territories and the assignmentengine for rule-based or territory-based autoassignmentof salespeople to opportunities. In the Opportunity Teamtab, you also can manually add sales team members toan opportunity.

Allocate sales credit

By allocating sales credit to salespeople on revenuelines, you can capture the amount of credit salespeoplereceive for the sale. You can track direct, channel, andoverlay resources and their contributions using revenueand nonrevenue credit splits.

Use forecast territories on revenue lines

By integrating with forecasting, you can use forecastcriteria to automatically include revenue lines in theforecast. You can leave the default forecast territory onthe revenue lines or assign another forecast territory.The forecast is refreshed in real-time from revenue whenan opportunity is created or updated.

Assess opportunities and their products, contacts, andcompetitors

You can use assessments to evaluate the health ofan opportunity or an opportunity product, contact,or competitor. After setup by the administrator,assessments are available to salespeople in theAssessments tab.

View business intelligence reports

Several supplied business intelligence reports give youviews into sales metrics, from lists of opportunities andaccounts, to pipeline data, sales team performance, andother revenue metrics.



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Related Topics

• Sales Revenue: Overview

• Assigning Sales Credits: Explained

• Sales Prediction: Overview

Sales Methods, Sales Stages, and Sales Coach:OverviewYou can use sales methods and sales stages to employ the sales methodology that best aligns with an opportunity.Use Sales Coach, which administrators set up within sales stages, as both a teaching tool and a method to make yourorganization's best-practice information readily available to salespeople.

Sales Methods and Sales StagesSales methods are an opportunity attribute that link sales strategy to sales execution. For example, is the customer moreinterested in price, features, service, or delivery time? After you make these decisions, you can align your sales methodsand sales stages to reflect these customer requirements. For example, you can use a different sales methodology for yourprice-conscious customers than for your customers who are interested in features. A sales method can include all activitiesassociated with the different sales stages during the sales process, from qualifying, to negotiating, to closing.

The application comes with a few sales methods and associated sales stages. Administrators can modify the supplied salesmethods and stages, or create new ones.

Sales CoachSales Coach is a virtual coach available to salespeople while they view or edit an opportunity. For example while viewing anopportunity, a salesperson will see Recommended Documents for the sales stage that his opportunity is in. He can downloadthe Recommended Documents that his administrator has posted to help with the sale.

The following table describes the coaching tools available in the sales coach.

Coaching Tool Description

Action items (called process steps in the setup UI)

Guide salespeople through an organization's sales best-practice processes for a particular sales stage.

Recommended documents

Provide coaching strategies and best-practiceinformation in the form of documents, such as customerletter templates, relevant web sites, and trainingmaterials.

Task templates

Provide a list of required or recommended tasksrelevant to a particular sales stage. Recommended task



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Coaching Tool Description

templates are optional. Autogenerated task templatesare automatically applied to your list of tasks for aparticular sales stage, when the opportunity moves tothat stage. Note that task templates are not supportedin the simplified UI.

Assessment templates

Help salespeople analyze and score an opportunityattributes. Supported attributes are: products,competitors, and an opportunity itself. After selectingan assessment type, salespeople enter a series ofresponses to achieve a weighted score. This score thenhelps determine the success rate of the opportunity.

In addition, for each sales stage, administrators can set certain fields in the opportunity header that salespeople must enterbefore the opportunity can progress to the next sales stage. The required fields functionality is available in desktop UI only.

See the Oracle Sales Cloud - Implementing Sales guide for sales method and Sales Coach setup information.

Related Topics

• Configuring Sales Methods

• Managing Sales Methods and Stages

Sales Stages: ExplainedSales stages track the progress of an opportunity during the sales cycle. Salespeople change the sales stage when theydetermine it's time to move the opportunity to the next stage.

Sales Stage AttributesAdministrators typically set up the following attributes while setting up sales stages:

• Phase: A step in the sales cycle of an opportunity.

For example, the first step might be Discovery, where the salesperson researches the customer's needs.

• Order: The sequence of the stage within a sales method.

For example, you might start with Discovery and move to Conclusion.

• Duration: The number of days an opportunity will remain in this stage.

• Stalled Deal Limit: The number of days an opportunity can remain in this stage before it is considered stalled.

Administrators also can associate elements of Sales Coach, such as recommended documents, action items, orassessments, with a sales stage.

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Sales Methods and Sales Stages: How They FitTogetherA typical sales method has several sales stages. Each stage within a sales method delineates the progress of an opportunity.

Sales MethodsThe sales method used on an opportunity represents your company's formalized approach toward the sale. The applicationcomes with a few predefined sales methods. By default, the sales method used on a newly created opportunity is thesupplied Standard Sales Process sales method.

Sales StagesSeveral stages usually exist within a single sales method. You use different stages to represent different phases of anopportunity, from prospecting to forecasting to closing the opportunity.

Related Topics• Configuring Sales Methods

• Managing Sales Methods and Stages

Sales Coach: ExplainedSales Coach is a mechanism to present best practice sales methodology to salespeople in order to improve their saleseffectiveness. A teaching tool, Sales Coach can help less experienced salespeople with aspects of an opportunity when andwhere they need help. Administrators set up Sales Coach by associating various items with a sales stage. Salespeople canthen view the items as they work their opportunities. Since the teaching components or job aids are associated with a specificsales stage, each sales stage potentially can have a collection of items associated with it.

Following are the areas that administrators can define for each sales stage:

• Action items (process steps)

• Recommended documents

• Task templates

• Assessment templates

• Required fields

Action ItemsAction items are steps you should follow during a sales stage. For example, in Discovery, your company may recommendthat you interview the potential customer, develop a product list, and schedule a presentation.

Recommended DocumentsRecommended documents are helpful documents and resources, such as customer letter templates, relevant web sites, andtraining materials.

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TasksRequired or recommended tasks may display for a sales stage if the administrator has enabled them.

Assessment TemplatesAssessments let you gauge the health of the opportunity or an aspect of an opportunity. They display if the administrator hasenabled them.

Related Topics• Using Sales Coach

Summary of Opportunity Business Logic: ExplainedThis topic provides a summary of opportunity and revenue line business rules relevant to opportunity close processes andtheir applicability in the edit opportunity, close opportunity, mass update opportunities, and mass update revenue lines flows.

The following table describes the synchronization update behavior during the close opportunity flow.

Object or FieldBeing Updated

Behavior Applicable toEdit OpportunityFlow

Applicableto CloseOpportunityFlow

Applicable toMass UpdateOpportunities

Win probability,close date, status

Copy opportunityattribute valueto revenue lineattribute values.

X

X

X

Win/loss reason

Copy opportunityattribute valueto revenue lineattribute values.

X

X

The following table describes the field or attribute change behavior during a change to opportunity status in the context of theclose opportunity flow.

OpportunityStatus Change




To won

Set sales stage tolast stage of salesmethod. Set winprobability to 100percent.

X

X

X

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OpportunityStatus Change




To lost or no sale

Set close date tocurrent date

X

X

X

From open toclosed

• Enable win/loss reason

• Set actualclose dateto systemtimestamp

X

X

X

From open toclosed

Copy primarycompetitor torevenue line wherecompetitor isundefined

X

X

From closed toopen

• Set actualclose date toundefinedDisable win/loss reason.Set win/lossreason toundefined.

X

X

X

The following table describes the field or attribute change behavior during a change to opportunity revenue line status in thecontext of the close opportunity flow.

RevenueLine StatusChange

Behavior Applicableto EditOpportunityFlow



Mass UpdateRevenueLines

To won

Set winprobability to100 percent.

X

X

X

X



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RevenueLine StatusChange





To lost or nosale

Set close dateto currentdate.

X

X

X

X

From open toclosed

• Enablewin/lossreason.

• Setactualclosedate tosystemtimestamp.

X

X

X

X

From closedto open

• Disablewin/lossreason.

• Set win/lossreasontoundefined.

• Setactualclosedate toundefined

X

X

X

X

The following table describes the validations done for competitor, win/loss reason, and status, during the close opportunityflow.



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Object BeingValidated





Competitor

If the profileoption, CloseOpportunityCompetitorRequirement,is enabled,requirecompetitor onopportunityand revenueline.

X

X

X

X

Competitor

Validationerror dialogoption tocopy primarycompetitor torevenue line.

X

X

Win/lossreason

If the profileoption, CloseOpportunityWin/ LossReasonRequirement,is enabled,require win/loss reasonon opportunityand revenueline.

X

X

X

X

Status

Revenue linestatus mustbe valid foropportunitystatus.

X

X

X

X

Related Topics

• Syncing Behavior of Opportunity and Revenue Attributes: Explained



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Closing an Opportunity: ExplainedYou can close opportunities as needed, for example, when they are won, lost, or no longer active.

When closing an opportunity, you may be required to enter a win/loss reason and a competitor, if enabled during setup.

There are three ways to close an opportunity:

• Use the close opportunity UI: See the topic, Closing an Opportunity Using the Close Opportunity UI, for moreinformation.

• Use the edit opportunity UI: See the topic, Closing an Opportunity Using Edit Opportunity UI, for more information.• Use the mass update feature: See the topic, Closing Multiple Opportunities, for more information.

Closing an Opportunity Using the Close OpportunityUIIf the Close Opportunity page has been enabled, you must use it to close an opportunity.

NoteThe Close Opportunity page must be enabled by the administrator.

Closing an Opportunity Using the Close Opportunity PageUse the following procedure to close an opportunity using the Close Opportunity page.

NoteThe Close Opportunity page is only available in the desktop UI.

1. From the Navigator, click Opportunities.2. In the list of opportunities, edit the opportunity you want to close. The Edit Opportunity page appears.3. From the Actions menu, select Close Opportunity. The Close Opportunity page appears.4. In the Close Opportunity page, in the Status field, select a status that belongs to a Closed status category. For

example, select Won.The Close Date field changes to the current date.The Win/Loss Reason field becomes active.

NoteThe Win/Loss Reason and Competitor fields may or may not be required to be filled out, dependingupon how the administrator has configured the close opportunity behavior.

5. Select a Win/Loss Reason. For each revenue item where this field is not defined, the application automaticallysynchronizes it with the header value.

6. Select a Competitor. For each revenue item where this field is not defined, the application automaticallysynchronizes it with the header value.



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The following figure shows an example of the Close Opportunity page.

7. Click OK.

The application returns to the Edit Opportunity page.

8. Click Save or Save and Close.

Closing an Opportunity Using the Edit Opportunity UIYou can use the Edit Opportunity page to close an opportunity by setting its status to one of the closed status categories andentering any required information.

NoteIf a dedicated close page has not been enabled by the administrator, then you use the Edit Opportunity pageto close an opportunity. If a dedicated close page has been enabled, then when you attempt to close anopportunity, the Close Opportunity page appears, where you enter the same information you enter while closing inthe Edit Opportunity page. The dedicated close page is available only in the desktop UI.

Closing an Opportunity Using the Edit Opportunity PageUse the following procedure to close an opportunity from the Edit Opportunity page.

1. From the Navigator, click Opportunities.

2. In the list of opportunities, edit the opportunity you want to close. The Edit Opportunity page appears.

3. From the Status field, select a status that belongs to a Closed status category. For example, select Won.

The Close Date field changes to the current date.



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The Win/Loss Reason field becomes active.

NoteThe Win/Loss Reason and Competitor fields may or may not be required to be filled out, dependingupon how the administrator has configured the closing behavior.

4. Select a Win/Loss Reason, if required.

Note: In the desktop UI, you can enter win/loss reasons for individual revenue items, or, if it is undefined, the Win/Loss Reason field for each revenue item is synchronized with the opportunity win/loss reason. In the simplified UI,you cannot set win/loss reasons for individual items. Instead, assuming it has not been defined, the value for thefield is synchronized to the opportunity header.

5. Select a Competitor.

Note: In the desktop UI, you can enter competitors for individual revenue items, or, if it is undefined, the Competitorfield for each revenue item is synchronized with the opportunity primary competitor. In the simplified UI, you cannotset competitors for individual revenue items. Instead, assuming it has not been defined, the value for the field issynchronized to the opportunity header.

The following figure shows an example of the fields involved in closing an opportunity in the Edit Opportunity page.

6. Click Save or Save and Close.

TipYou can find closed opportunities by searching for them using the search utility.

Closing Multiple OpportunitiesYou can multiselect opportunities in the opportunity list and close them at once.

NoteYou must have Full or Edit access to the opportunities to mass update them.

Closing Multiple Opportunities at OnceUse the following procedure to close multiple opportunities at once. This procedure is available in the desktop UI only.



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NoteIf Competitor is a required field in the close opportunity flow, the opportunities you mass update must alreadyhave competitors associated with them before you attempt to mass update them.


2. In the list of opportunities, multiselect the opportunities you want to close. To select multiple opportunities, hold theCtrl key down as you select them.

3. From the Actions menu, select Perform Mass Update. The Mass Update dialog box appears.

4. Click the check box next to the Status field to activate it.

5. From the Status field, select a status that belongs to a Closed status category. For example, select Won.

6. Enter a Win/Loss Reason, if enabled as required by your administrator.

7. Click Save and Close. The opportunities you updated are now closed.

The following figure shows an example of the Mass Update dialog box.

Related Topics• Syncing Behavior of Opportunity and Revenue Attributes: Explained

Using Opportunity Search Close Period and CloseDate Range Fields: ExplainedThe opportunity search fields Close Period and Close Date Range can be used together or separately.

Use the Close Period field to set the calendar period for the opportunity close date. Predefined values are Current Quarter,Previous Quarter, Nex Quarter, Previous and Current Quarter, Current and Next Quarter. When you set a value in this field,the Close Date Range field automatically changes to the dates for the calendar period.



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To use the Close Date Range separately, enter your own Close Date Range values instead. When you do, the applicationclears the Close Period list so that it displays nothing.

Examples of Field BehaviorFollowing is an example of the Close Date Range and Close Date fields working together:

• The CRM calendar is defined as:

◦ Q1 2014 - January 1 to March 31

◦ Q2 2014 - April 1 to June 30

• In January 2014, you select Current Quarter in the Close Period field.

◦ The application sets the default Close Date range as 01/31/2013 to 3/31/2013.

Following is an example of using the Close Date field by itself:

• You want to review opportunities for a five-month range: March 1 through July 31, 2014.

• In the Close Date fields, you select 03/1/2014 to 7/31/2014.

• The application clears the Close Period field and retrieves opportunities whose close date falls within the date range.

Performing an Opportunity Assessment: ProcedureOpportunity assessments let you evaluate the health of an opportunity. Assessments contain a series of questions andresponses. After you answer the assessment questions and submit the assessment, the application returns a rating scoreand feedback that can help you better pursue the opportunity and increase the chance of winning the deal.

For example, you complete an assessment intended to determine whether an opportunity is healthy enough to offer thecustomer a 15 percent discount. Based on the assessment score, you and your manager determine whether the opportunityqualifies for the discount. Giving a discount increases the chance of winning the deal.

NoteThe following procedures apply to the simplified UI only.

NoteYou must have Full or Edit access on an opportunity to perform new assessments and update existingassessments. With View Only access, you can view assessments but not update them.

Assessments Available for Sales StagesAssessments are enabled for a specific opportunity sales stage within the sales method being used on the opportunity.Assessments available in one sales stage may not be available in another sales stage.

Performing a New AssessmentUse the following procedure to perform a new opportunity assessment.


2. In the list of opportunities, click on an opportunity to edit it. The Edit Opportunity page appears.



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3. Click the Assessments tab to open the Assessments page. Note the following behavior:

If only one assessment is available, it displays in the Assessments page, ready for entry.

If multiple assessments are available, the most recently created (by the administrator) assessment displays. You canuse the Show list of values to select other assessments.

You can add assessments, provided more are available, by clicking Add Assessment and then selecting theassessment. The Add Assessment button displays only if multiple assessments are available.

After you submit an assessment, you cannot revise it.

Updating an In-Progress AssessmentUse the following procedure to update an assessment that's in progress.


2. In the list of opportunities, click on an opportunity to edit it. The Edit Opportunity page appears.

3. Click the Assessments tab to open the Assessments page.

4. To retrieve the assessment you have in progress, click the Show list of values and select the assessment from thelist. Note that the assessment that was worked on last is the one that will appear by default in the Assessment tab.

Deleting AssessmentsYour administrator may have enabled the Delete Assessment button in the Assessments page. The delete action lets youdelete an existing assessment. After you delete an assessment, it's available to rerun using the Add Assessment button. Notethat you must have Full or Edit access on the opportunity in order to delete an assessment.

FAQs for Managing Opportunities

What opportunities get displayed when I select the My OpenOpportunities and the Open Opportunities Where I am on theTeam lists?Selecting the My Open Opportunities list in the Opportunities work area landing pad displays a list of all of the openopportunities expected to close within the current calendar or fiscal period where you are listed as the opportunity owner. Youare automatically the opportunity owner if you created the opportunity or you can be assigned as the owner by someone else.

Selecting the Open Opportunities where I am on the team list displays a list of all of the open opportunities expected toclose within the current calendar or fiscal period where you are on the opportunity team. You are on the opportunity team ifyou created the opportunity or you can be assigned to the team either by an automatic assignment process or by anotherteam member.

Why did some fields change when I changed the sales stage?When you move an opportunity from one sales stage to the next, the opportunity-level win probability increases to reflect theprogress of the opportunity. The win probabilities of all revenue items that are in sync with the opportunity-level win probabilityalso change to match the opportunity-level probability.



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During setup, the administrator can specify the default win probability for each sales stage.

Which fields or data are initially set on an opportunity?Several fields are initially set to default values when you create an opportunity, as described in this topic.

Following are the fields initially set to default values when you create an opportunity:

• Sales Channel: Set to Direct

• Currency: Determined by user preference

• Win Probability: Set to percentage determined by sales method or profile option

• Close Date: Set to 90 days from creation date

• Status: Set to Open

• Sales Method: Set to default sales method

• Sales Stage: Set to first sales stage in default sales method

• Owner: Set to user creating opportunity

• Revenue: Set to zero

• Worst Case: Set to zero

• Best Case: Set to zero

• Opportunity Number: Unique, application-generated number

• Created By: Set to user creating opportunity

• Creation Date: Set to current date

• Include in Forecast: Based on forecast settings

What information is required to create an opportunity?Opportunity Name is the only field required to be filled out when creating an opportunity. Note, however, that the name andsales account combination must be unique. In other words, you cannot have two opportunities with exactly the same nameand associated to the same sales account.

What happens if I change win probability?If you change win probability at the opportunity level, the application updates the win probability of all opportunity revenueitems (products) that are in sync. In addition, if you update win probability at the revenue item (product) level, the forecastgeneration engine may modify the lines participating in forecasting, depending on whether the line matches forecast criteria ornot.



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How is the expected close date of an opportunity initially set?When defining a sales method, administrators can input the average close window of the sales method, in days. The value isthen used to set the default close date of opportunities using that sales method.

How are territories assigned to opportunities?You can't explicitly add territories to an opportunity. Rather, the assignment engine automatically assigns territories toopportunity revenue lines by matching the dimensional attributes of revenue lines to territory dimensions, such as CustomerSize or Industry.

When the assignment engine assigns territories to opportunity revenue lines, the territory owner is also copied to theopportunity team.

Profile options set by the administrator determine the following:

• Whether, when a territory is assigned to an opportunity revenue line, all territory team members are also copied tothe opportunity team, in addition to the territory owner.

• Whether the assign opportunity action is available from within an opportunity for salespeople to run assignment.

• Whether the application runs assignment when salespeople save an opportunity.

NoteWith partner integration, partner territories (territories whose sales channel dimension is equal to Partner) are notassigned to revenue lines. Partner organizations can only be associated with an opportunity manually, or they canbe automatically associated through an approved lead registration.

Related Topics• What's assignment manager?

• Opportunity Team Assignment: Explained

How do I run assignment on an opportunity?While editing an opportunity, from the Actions menu, select Save and Run Assignment.

You must have Full access to the opportunity to see the Save and Run Assignment action.

Why can't I run assignment on an opportunity?You must have Full permission on an opportunity to see the Save and Run Assignment action.

Note that a profile option determines whether the assignment action is available in opportunities.

How can I copy an opportunity?While viewing the opportunity details, select Copy Opportunity from the Actions menu and enter a new, unique name for theopportunity.

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In the desktop UI, the behavior is slightly different: You copy an opportunity from the opportunities overview (list view) page byselecting an opportunity and then clicking the copy icon.

What is copied when I copy an opportunity?The application copies the following attributes when you copy an opportunity:

• Opportunity header attributes, including standard and custom fields

• Contacts

• Products:

◦ Revenue information, such as quantity, unit price, revenue amount, and the like

◦ Schedule information and the underlying scheduled transactions

◦ Sales credits, including recipients, amounts, and percentages

◦ Custom attributes of revenue

• Sales team, including partner resources

• Source

• Partners

• References

• Competitors

• Leads

• Custom child objects of the opportunity

The following are not copied:

• Notes

• Tasks

• Appointments

• Assessments

• Attachments

• Deal registrations

What's lock assignment?Lock assignment prevents a salesperson from being automatically removed from an opportunity through the assignmentengine. Only users with Full access on the opportunity can check or uncheck the Lock Assignment check box for sales teammembers.

What's deal protection?With the deal protection feature, salespeople are automatically protected from being removed from a revenue line for whichthey are receiving sales credit, or from the opportunity team, when territory realignment happens. Deal protection applies to



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sales resources that get automatically assigned to revenue items as credit recipients or to the opportunity team via territory-based assignment.

A profile option set by the administrator specifies the default number of days for which salespeople are protected. Anopportunity team member with Full access level can override the dates for which the protection is active.

What are action items?Part of the Sales Coach feature and set up by the administrator, action items, or process steps, are recommendedprocedures for salespeople to follow during a particular sales stage to most efficiently and effectively progress the deal alongto a successful outcome.

How can action items assist the sales cycle?You can use action items (also called process steps) to guide you through the best-practice processes that you shouldfollow during a particular sales stage while pursuing opportunities. For example, in the Discovery sales stage, your companymay recommend that you interview the potential customer, develop a product list, and make a go or no-go decision onprogressing the opportunity to the next sales stage.

Action items are part of the sales coach feature available in opportunities.

What are recommended documents?Recommended documents provide coaching strategies and best practice information to salespeople. These documents caninclude such items as customer letter templates, relevant Web sites, and training materials.

What's a key internal sponsor on an opportunity?The key internal sponsor on an opportunity is a strong internal supporter of the opportunity in the deploying organization. Forexample, there may be certain deals that senior management wants to assign extra manpower to support because of thecriticalness of the deal. This senior support and extra manpower is considered a strong internal sponsor.

What's a billing account on an opportunity?A billing account on an opportunity is the customer's financial account to be used for the transaction.

What opportunity data can I view for accounts in OracleService Cloud (RightNow CX)?A read-only report gives you the following opportunity data on your Oracle Service Cloud (RightNow CX) work space:

• Opportunity name

• Status

• Salesperson

• Salesperson contact information

The report is an Oracle Business Intelligence Enterprise Edition (OBIEE) report.



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NoteAdministrators can configure the report data to customize which data displays to the service team.

Related Topics

• What Oracle Service Cloud customer data can I view in the customer center?

What's the meaning of the record sets for opportunities?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of accounts.

The following table lists and describes the record sets for opportunities. Not all record sets are available to all users. Forexample, the record sets involving subordinates are available only to managers.


Records I own

Opportunities you own include those opportunities youcreated or where ownership is assigned to you.


Opportunities where you are on the opportunityteam. You are on the opportunity team if you are theopportunity owner or if you were added as a member.


Opportunities in your sales territories.


Opportunities owned by you and your subordinates.


Opportunities where you or your subordinates are on theopportunity team.


Opportunities in your sales territories and all of theirsubordinate territories in the sales territory hierarchy.


Opportunities that you can view based on any of thefollowing:

• your opportunity team membership

• sales territory assignments on opportunity,customer, or partner accounts

• your position in the organization

• security permissions



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Chapter 8Managing Sales Revenue

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8 Managing Sales Revenue

Sales Revenue: OverviewSales revenue in opportunities reflects the potential income of a company. Companies use opportunity revenue datato analyze their sales pipelines and win/loss trends, manage the performance of their resources, and generate revenueforecasts.

Summary of FeaturesThe key features of managing sales revenue in opportunities are:

• Adding to an opportunity products and product groups the customer is interested in

• Entering revenue amounts, which then potentially become forecasted revenue

• Setting revenue-line product attributes, such as forecast inclusion, price, quantity, close date, and win probability

• Managing recurring revenue items, such as services or training plans

• Allocating and managing the sales credit amounts that opportunity team members receive

Revenue Line Items: ExplainedRevenue items are products, services, or other items a customer might be interested in purchasing. You add revenue itemsby selecting a product group or product to associate with an opportunity. Revenue items are summed to calculate theopportunity revenue.

Revenue Item PricingWhen you create a revenue item, you can add a quantity and an estimated price. The application calculates the revenue bymultiplying the estimated price by the quantity. You also can enter the revenue directly.

Note: When you update the revenue amount, the application does not update the quantity or estimated price.

Managing Opportunity RevenueYou can add revenue items to opportunities and then update the revenue lines as needed. Revenue items are products orproduct groups with certain attributes, such as amount and quantity. The data from revenue items is used in several businessintelligence reports, and is used to forecast expected revenue.

Adding Revenue ItemsUse the following procedure to add a revenue item (product or product group) to an opportunity.

1. Sign in to the application as a user with access to opportunities, such as a salesperson or sales manager.

2. Navigate to Opportunities.

3. Find an opportunity and edit it.



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4. In the Products region (Revenue Items in desktop UI), click Add to add a row to the table.

5. In the Type field, select Group if you are adding a product group. Select Product if you are adding a singleproduct.

NoteDepending on your implementation, you may have the option to browse the sales catalog. The catalogcontains the same product groups and products as those accessible from the table.

6. Select the Name list, and then select the product group or product.

If the product group or product if it is not in the recently used items list, access the Search page by clicking theSearch link in the Name list.

7. In the Search page, the product groups or products you have access to are automatically filtered by the productsin your sales territories. To search all products in the database without the territory filtering, deselect the Filter byTerritory option.

8. Select the product group or product and click OK to return to the Products (Revenue Items in desktop UI) table,where you can set other attributes of the revenue item, such as quantity, prices, and so forth.

The product attributes available in the simplified UI are a subset of those available in the desktop UI. The tables inthis topic explain which attributes are available in which UI.

9. Save your work.

The following table explains the revenue item attributes available in the simplified UI.

Revenue Field Description

Type

Select either product group or product.

Name

Use to select a product or product group. If individualproducts are not implemented, then only productgroups are available.

Quantity

Enter values in whole numbers. The applicationmultiplies this field by Estimated Price to calculate therevenue amount.

Estimated Price

Enter estimated price per item. The application multipliesthis field by Quantity to calculate the revenue amount.

Amount

The application calculated this field from price multipliedby quantity, but can be overridden.

Currency

The initial value is based on the opportunity-levelcurrency. If multiple currencies are implemented, youcan pick a different currency.



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Sales credit

Use sales credit to specify who gets revenue andnonrevenue credit for the sale.

The following table explains the additional revenue item attributes that are available in the desktop UI:


Close Date

Use to indicate the expected close date of the revenueitem. The initial value is the opportunity-level close date.

Forecast

Displays a check mark if the revenue item matchesforecast criteria. Updated as soon as any of thefollowing attributes are changed, without waiting foryou to save the record: Product Group, Quantity,Estimated Price, Revenue, Win Probability, RevenueType, Expected Revenue, and Status.

UOM (Unit of Measure)

The initial value is based on the product or productgroup selected. The application picks the first UOM forthe item in the list.

Revenue

The application calculates this field by multiplying priceby quantity, but can be overridden.

Status

Use to set the revenue line status, such as Open orWon.

Win Probability

The initial value is the opportunity-level win probability,but can be overridden.

Best Case

The initial value is the revenue amount for the item orgroup (providing Revenue is greater than Best Case).

Worst Case

Use to set a worst case revenue amount.

Include in Forecast

The application sets the initial value to When matchesforecast, if forecasting criteria have been enabled.Can be overridden to Yes (meaning always include inforecast) or No (meaning never include in forecast), ifforecasting criteria override has been enabled.



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Territories

Displays the territories assigned to the revenue items.You can drill down into the field to view all of theassociated territories.

Competitor

You can set a competitor at revenue line level.The choice list is limited to those associated at theopportunity level. Depending upon your implementation,you may be required to enter a competitor when settingan opportunity or revenue item to closed.

Win/Loss Reason

When a revenue line or the opportunity is closed, usethis field to specify why the revenue was won or lost.

Actual Close Date

This is a read-only field set by the applicationautomatically when you sets a revenue item to a closedstatus.

Removing Revenue ItemsYou can remove any unneeded revenue items from the Products (revenue) table using the following procedure.

1. Sign in to the application as a user with access to opportunities, such as a salesperson or sales manager.

2. Navigate to Opportunities.

3. Find an opportunity and edit it.

4. Simplified UI: In the Products region, click the delete in the applicable table row. Desktop UI: In the Revenue Itemstable, select the row to be deleted and click the delete icon.

5. Save your work.

Assigning Sales Credits: ExplainedCompanies use sales credits to report on salesperson performance and quota attainment, to aid in compensation calculation,and to facilitate forecasting by territories. Sales credit recipients and revenue amounts roll up the resource hierarchy forpipeline reporting and quota attainment.

You assign sales credits against individual revenue items using the Assign Sales Credits screens. When a revenue item is firstadded to an opportunity, the application sets the user who added it as the sole sales credit recipient receiving 100 percent ofthe sales credit.

Revenue Sales CreditsWhen assigning revenue sales credits, keep in mind:

• Only internal resources are eligible as revenue credit recipients.



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• Revenue sales credits must add up to 100 percent.

• The Forecast Territory can be set to any territory assigned to the revenue item with Revenue or Revenue andNonrevenue Forecast Participation.

Nonrevenue Sales CreditsWhen assigning nonrevenue sales credits, keep in mind:

• Both internal and external (for example, partner) resources are eligible as nonrevenue credit recipients.

• Nonrevenue sales credits do not need to add up to 100 percent.

• If the selected Allocation Style is Proportional to Revenue, the sales credit amounts adjust automatically andproportionally when the revenue item amount changes.

• If the selected Allocation Style is Ad Hoc Amounts the sales credit amounts do not change with revenue item amountchanges.

• The Forecast Territory can be set to any territory assigned to the revenue item with Nonrevenue or Revenue andNonrevenue Forecast Participation.

NoteTerritories with a Forecast Participation of Nonforecast are not eligible to be set as the forecast territory on eitherrevenue or nonrevenue sales credits.

Related Topics

• Sales Credit Recipient and Forecast Territory Defaulting Logic: Explained

Revenue Line Syncing with Opportunity WinProbability: ExampleWhen you change the win probably percentage on an opportunity, the application automatically resynchronizes any revenueitems whose win probability percentages were previously in sync with the opportunity win probability.

ScenarioThe following example illustrates the behavior:

• Opportunity win probability is 50%.

• Revenue item 1 win probability is 50%.

• Revenue item 2 win probability is 50%.

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• Revenue item 3 win probability is 40% .

You change the opportunity win probability to 60%. The application automatically changes the win probability for revenueitems 1 and 2 to 60% as well, because they were previously in sync with the opportunity-level win probability.

The win probability for revenue item 3 doesn't change, because it was not previously in sync with the opportunity-level winprobability.

Syncing Behavior of Opportunity and RevenueAttributes: ExplainedOpportunities and their revenue items share common attributes, for example, status or win probability percentage. For severalattributes, under certain conditions, the application automatically synchronizes them so that they are the same. In addition,the application updates certain opportunity and revenue attributes based on the values of other attributes.

The attributes that the application synchronizes or updates automatically are:

• Win probability

• Close date

• Include in forecast setting

• Status

• Win/loss reason

• Competitor

NoteAn attribute is said to be in sync if its opportunity and revenue item values are the same, and if the revenue item isin the same status category as its opportunity. If a revenue item and its opportunity both have undefined values,they are considered to have the same value.

Opportunity and Revenue Attribute SynchronizationThe application synchronizes certain revenue item attributes based on the opportunity-level attribute, under certainconditions.

Synchronization occurs for the following attributes:

• Win probability

• Close date

• Include in forecast setting

• Status (not status category)



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Consider the following example of close date synchronization:

• An opportunity with an Open status category has a close date of July 14, 2014.

• Revenue items 1, 2, and 3 have the same close date and they are in the same status category.

• Revenue item 4 has a different close date, but the same status category.

• The close date of the opportunity is changed to August 14, 2014. The application automatically sets the close datesof revenue items 1, 2, and 3 to the same close date as that of the opportunity. The close date of revenue item 4remains unchanged, because it has close date that was not already in sync with that of the opportunity.

Opportunity Status UpdatesThe following scenarios explain the behavior when opportunity status is updated:

• Opportunity status is updated to a Won status:

◦ The application updates the opportunity win probability to 100 percent. It does not update the win probabilityon in sync revenue lines.

◦ The application updates the opportunity sales stage to the last stage of the sales method.

• Opportunity status is updated to a Lost or No Sale status:

◦ The application updates the opportunity close date to the current date. It does not update the close date on insync revenue lines.

• Opportunity status is updated from an Open status to a Closed status:

◦ The application enables the opportunity win/loss reason attribute.

◦ If an opportunity primary competitor has been defined, the application updates the revenue competitor to theopportunity primary competitor for all opportunity revenue items, if they are not already defined. This behaviorapplies only to the close opportunity and mass update opportunities flows.

• Opportunity status is updated from a Closed status to an Open status:

◦ The application disables the opportunity win/loss reason attribute.

◦ The application sets the opportunity win/loss reason attribute to "undefined". It does not update the win/lossreason on in sync revenue lines.

Revenue Item Status UpdatesThe following scenarios explain the behavior when revenue item status is updated:

• Revenue item status is updated to a Won status: The application sets the revenue item win probability to 100percent.

• Revenue item status is updated to a Lost or No Sale status: The application sets the revenue item close date to thecurrent date.



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• Revenue item status is updated to a Closed status: The application enables the revenue line win/loss reasonattribute.

• Revenue item status is updated to an Open status:

◦ The application disables the revenue item win/loss reason attribute.

◦ The application updates the revenue item win/loss reason attribute to "undefined".

Opportunity Win/Loss Reason UpdatesWhen an opportunity is in an Open status, the opportunity win/loss reason attribute is disabled. Win/loss reason is activatedwhen the opportunity is set to a Closed status. When the opportunity win/loss reason is updated, the application updates allopportunity revenue items where the win/loss reason attribute is in sync.

Opportunity and Revenue Competitor UpdatesIf a primary competitor has been defined at the opportunity level, when the opportunity status changes from an Open statusto a Closed status, the application updates the revenue item competitor to the primary competitor for all items that don'talready have a competitor.

TipIf a revenue item without a competitor is set to closed and the opportunity is saved, the application displaysa dialog box that allows the user to copy the opportunity primary competitor to the revenue items withoutcompetitors.

This above behavior applies only to edit opportunity and close opportunity flows, not to the mass update flow.

Related Topics

• Summary of Opportunity Business Logic: Explained

• Setting Opportunity Revenue Forecast Criteria

How can I lock in a sales credit recipient?When assigning sales credits, you can lock the sales credit recipients of a revenue line by setting the corresponding LockOwner checkbox on the line. This setting prevents the recipient from automatic replacement when assignment is run.

Generally, you don't need to lock resources who are members of a forecast territory on the sales credit. However, you shouldconsider locking ad hoc or non-territory-based recipients, such as partner resources, to prevent automatic assignment fromremoving them as credit recipients.

Related Topics

• Sales Credit Recipient and Forecast Territory Defaulting Logic: Explained

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Chapter 9Managing Partner Relationships

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9 Managing Partner Relationships

Partner Relationship Management: OverviewChannel organizations use Oracle Sales Cloud Partner Relationship Management to recruit channel partners and sell productsand services through them to grow their business. Both channel organizations and partners use partner management to aligntheir businesses so they can more successfully close deals. Channel organizations also use partner management to analyzepartner performance, thus optimizing their time and financial investments in their partners.

Oracle Sales Cloud utilizes streamlined partner relationship management and indirect sales processes to increase the value ofyour partner network. Channel account managers can use their own dashboards and other simplified pages, such as Leadsand Opportunities, to manage partners more effectively. Partner salespeople can use the simplified partner portal to qualifyleads and register opportunities with the channel organization.

How Partner Relationship Management is OrganizedOracle Sales Cloud partner management functionality is organized in the following areas:

• Partner management

• Partner lead management

• Partner opportunity management

• Channel Account Manager dashboard

Partner ManagementChannel account managers can perform overall partner management, including signing up new partners and providing themwith portal access, managing partner teams, and managing partner program enrollments.

Channel account managers have their own simplified dashboard where they can view the leads, opportunities, programenrollments, and activities that each partner generates.

Partner Lead ManagementChannel account managers can use Oracle Sales Cloud lead assignment capabilities to route leads to the best partnersbased on geography, industry expertise, and skill sets. Channel account managers can also see the leads assigned to thepartners in their territories, and they can reallocate or reassign leads from one partner to another.

In the simplified partner portal, partners can easily accept or reject leads assigned to them. They can qualify their acceptedleads using assessment questionnaires. They can also log their activities and can promote qualified leads to opportunities.

Partner Opportunity ManagementIn the simplified partner portal, partners can work on opportunities and share opportunities with you. For each opportunity,partners can share their end customer information, such as the products the customer is interested in, account details,opportunity sales stage, and win probability. Partners can also request resource support by creating a task or appointment.



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Channel account managers have complete visibility into the opportunities their partners are working on. They can view specialrequests made by their partners to help move the deal forward, view assessments done by the partners provide a quote ifneeded by partners, and monitor overall progress of partner opportunities.

Channel Account Manager DashboardOracle Sales Cloud provides a dashboard for channel account managers so that are apprised of critical sales and partneractivity information, including required action information and detailed reports on one page. The channel account managerdashboard includes key performance indicators for the following:

• Actual revenue versus quota

• Top opportunities

• Stalled opportunities

• Open pipeline revenue

• Partner status

• Partner performance

Managing Partners

Managing Partners: OverviewChannel account managers can create and manage partners using the Oracle Sales Cloud simplified pages. Channel accountmanagers can:

• Create new partner users.

• Review partner profile information, such as name, address, and contact information.

• Build and view lists of their partners.

• See overview information for opportunities, leads, enrollments and activities.

• Edit partner detail information.

Reviewing Partner Overview Information: ExplainedChannel account managers can view information about a partner on the partner's overview page. The partner's overviewpage provides the following information:

• Partner type

• Status

• Current opportunities (deals)

• Approved enrollments



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• Enrollment requests awaiting approval

• Open activities

Viewing the Partner Overview PageChannel account managers can use these steps to access a partner's overview page:

1. Sign in with your channel account manager credentials.

2. Click Partners.

3. On your Partners list (landing) page, search for and select the partner you are interested in reviewing.

4. Review the partner information on the overview page.

5. You can click the links on the individual infolets to expand their details.

6. You can navigate back to your Partners list page to select another partner to review.

Creating New Partner Accounts: ProcedureChannel account managers can create new partner accounts for their partner company.

Creating a New Partner AccountChannel account managers can use these steps to create a new partner account in the channel portal.


2. Click Partners, and click Create Partner.

3. Provide the necessary information about the partner account, such as:

◦ Name of the partner account

◦ Profile information, such as: partner type, owner, primary contact information, address information, andadditional information like geographies served and focus areas.


Editing Partner Information: ProcedureChannel account managers edit partner information by filtering their list of partners to find and select the partner, then clickingthe Edit action.

Editing Partner InformationUse the following steps to edit partner information:

1. Sign in with your channel account manager credentials, and click Partners.

2. From your list of partners, search for and select the partner with information you want to edit.



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3. Click the partner's Profile tab.

4. Update the information for the partner.


FAQs for Managing Partners

What partners does selecting My Partners display?When you select the My Partners list in the Partners work area, the application displays a list of all of the partners where youare listed as the partner owner. You are automatically the partner owner if you created the partner or you can be designatedas the owner by an application administrator.

What's the meaning of the record sets for partners?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of partners.

The following table lists and describes the record sets for partners.


Records I own

Partners you own. You are the partner owner if youcreated the partner or if ownership was assigned to you.


Partners where you are on the partner team. You are onthe partner team if you are the partner owner or wereadded as a member by another team member.


Partners that you can view based on your partner teammembership, sales territory assignments, your positionin the organization, and security permissions.

Managing Partner Contacts

Managing Partner Contacts: OverviewChannel account managers can create and manage partner contacts using the Oracle Sales Cloud simplified pages. Channelaccount managers can edit partner contacts, including updating:

• Name

• Address

• Contact information



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Channel account managers can view and manage a list of partner contacts for the partner company.Channel account managers can enable partner contacts as resources, assign roles and managers to them, and optionallyprovision user accounts for them. These contacts can then sign into the Oracle Sales Cloud simplified UI portal and becomemembers of the team for the account, lead, and opportunity.Channel account managers can add existing account contacts to a partner as partner contacts, so they don't create multiplerecords for the same contact person. To add account contacts as partner contacts, the partner should also be an account.When channel account managers delete partner contacts with user accounts, those user accounts are deactivated so thepartner contacts can no longer sign into the partner portal.

Creating New Partner Contacts: ProcedureChannel account managers can use the Partner pages to create new partner contacts for their partner organizations.

Creating a New Partner ContactUse these steps to create a new partner contact for a partner.


2. Click Partners, and from your list of partners, search for and select the partner to edit it.

3. Click the partner's Contacts tab.

4. Click Create Partner Contact and enter the details.


6. Select the partner contact and click Create User Account to manage additional user information, such asprovisioning:

◦ Resource

◦ Role

◦ User account

7. The User account provisioning will give the partner contact access to the partner portal.

Adding Existing Account Contacts as Partner Contacts:ProcedureChannel account managers can add existing account contacts as partner contacts.

RestrictionAccount contacts can be added as partner contacts only if the partner is also an account that you sell to. TheAdd Contacts button will not appear unless this is the case.

Adding an Existing Contact as a Partner ContactUse these steps to add an existing account contact as a partner contact for a partner.




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2. Click Partners, and from your list of partners, search for and select the partner.

3. Click the partner's Contacts tab.

4. Click Add Contacts.

5. On the Add Contacts page, search for and select the contact you want to add as a partner contact.

6. Click OK, and click Save and Close.

Editing Partner Contacts: ProcedureChannel account managers can use the Partner pages to edit partner contact information. Channel account managers canedit the partner contact's name, e-mail address, job title, phone number, and address.

Editing a Partner ContactUse these steps to edit information about a partner contact.


2. Click Partners and from your list of partners, select the partner.

3. Navigate to the partner's list of Partner Contacts and select the partner contact you want to edit.

4. On the Edit Partner Contact page, you can edit the partner contact's name, e-mail address, job title, phonenumber, and address.


Editing Partner Contact User Information: ProcedureChannel account managers can use the Partner pages to edit user information about a partner contact, including the partnercontact's role and manager. Channel account managers can also grant the partner contact access to the partner's PartnerPortal.

Editing User Information About a Partner ContactUse these steps to edit user information about a partner contact.


2. Click Partners and from your list of partners, select the partner.

3. Click the Contacts tab, and search for and select the partner contact you want to edit.

4. Click the contact's Profile tab.

5. Click the Manage User Details link.

6. On the Manage User Details page, you can edit the partner contact's role and manager. If you want to deactivatethe user account for the partner contact, click the Deactivate User Account link.



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7. Click OK, and click Save and Close.

Managing Partner Program Enrollments

Managing Partner Program Enrollments: OverviewA partner program enrollment (called Enrollment) is the enrollment of a partner in a specific partner program. Active enrollmentin partner programs can make partners eligible for benefits and incentives that come with the partner program.A partner program, also called a channel partner program, is a business strategy that brand owners use to encouragepartners to sell the brand owner's products or associated services. Channel partner programs can also feature specificincentive opportunities for sales of a specific product or service to help boost the brand owner's market reach with thatproduct. These incentives can be additional margins on sales of a specific product, increasing based on volume of sales.Other incentives can include awards and industry recognition at brand owner events, extra marketing resources, or rewardsto channel partner sales staff.Channel account managers can manage partner program enrollments for their partners by approving partner enrollmentrequests, enrolling partners in programs, editing enrollment summary information, and renewing partner enrollments. Themost common tasks channel account managers perform with enrollments are grouped together on the Actions menu.

Creating, Submitting, and Approving Enrollment Requests:ExplainedChannel account managers can use a simplified list of partner program enrollments, across all of their partners or by individualpartner, to easily manage the enrollments for their partner accounts. Channel account managers can quickly create newenrollments, submit them for approval, and approve them.

Creating, Submitting, and Approving an Enrollment Request for a Partner AccountUse these steps to create a new program enrollment request for a partner account.


2. Click Enrollment, and click Create Enrollment.

3. On the Create Enrollment page, provide the necessary information about the program enrollment.

4. Click Save and Continue.

5. On the Edit Enrollment Summary page, verify the enrollment request information and click Submit.


7. On your springboard, click Notifications.

8. From your list of recently created enrollment requests, search for and select the new enrollment request.

9. Select the new enrollment request, and click Claim in the popup window.

10. From the Actions menu, select Approve.



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You should now be able to see your new enrollment in your main list of enrollments.

FAQs for Managing Partner Progam Enrollments

What enrollments does selecting My Partners' Enrollments display?When you select the My Partners' Enrollments list in the Partners work area, the application displays a list of enrollmentsfor partners where you are on the partner team. You are automatically on the partner team if you created the partner or youcan be assigned to the partner team either by another team member of an automatic process.

What's the meaning of the record sets for enrollments?The different record sets provided in the Saved Searches window restrict your saved searches to different sets of information.

The following table lists and describes the record sets for enrollments. Not all record sets are available to all users.


Records where I am on the partner team

Accounts where you are on the team. You are on theteam if you are the account owner or were added as amember by another team member.


Program enrollments you can view based onyour partner team membership, internal territoryassignments, my position in the organization, andsecurity permissions.

Records where I am the Program Owner or Manager

Accounts that you can view based on your accountteam membership, sales territory assignments, yourposition in the organization, and security permissions.

Managing Partner Leads

Managing Partner Leads: OverviewChannel account managers can use simplified Oracle Sales Cloud Leads pages to assign leads to the partners who are bestqualified for the leads, track the progress of the lead, and convert the lead into an opportunity. The leads available to channelaccount managers may come from territory-based assignment, rule-based assignment, or a combination of both.

When a channel account manager assigns leads, the primary partner contact for each partner receives notification of the leadassignment, so that the partner contact can accept or reject the leads.

Channel account managers can assign partners to a lead by:

• Changing the lead owner to a specific partner user or contact in the Edit Lead page.



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• Changing the partner to a specific partner account. In this instance, the partner's primary contact is automaticallyassigned to the lead (added to the team).

• Using the Assign Partner action in the Leads list (landing) page to select and assign a partner account to the lead.In this instance, the selected partner is set as the primary partner and the partner's primary contact gets added toteam.

From the Leads list (landing) page, channel account managers can perform the following actions on individual or multipleleads at the same time:

• Assign partners to leads

• Reassign leads

• Accept or reject leads

• Score and qualify leads

• Retire or reopen leads

• Convert leads to opportunities

Assigning and Reassigning Leads to Partners: ProcedureChannel account managers can use simplified Leads pages to assign and reassign leads to the partners who are best suitedto successfully handle the lead and drive it forward towards becoming an opportunity.

Assigning Leads to PartnersIf you are a channel account manager, you can follow these steps to assign leads to your partners:

1. Log in with your channel account manager credentials and click Leads.

2. On the Leads list page, you can filter your list by selecting Unassigned Partner Leads in the List field.

3. Select the lead you want to assign, and use the Change Partner action to search for and select the appropriatepartner for the lead.

4. Click OK, and click Yes to confirm.

Reassigning LeadsIf you are a channel account manager, you can follow these steps to change lead assignment from one partner to another:

1. Sign in with your channel account manager credentials and click Leads.

2. On the Leads list page, search for and select the lead you want to reassign.

3. From the Actions list, select Change Partner.

4. On the Select Partner page, search for and select the partner you want to have to lead.

5. Click OK, and click Yes to confirm the partner change.



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Reviewing Leads Created by Partners: ExplainedChannel account managers can view leads created by their partner users in a simplified list. Channel account managers canview leads created by or assigned to the partners in their territory. Channel account managers can review a partner createdlead by opening the lead, reviewing the lead information, and choosing an action to take from the Actions menu.

Reviewing a Partner Created LeadUse these steps to review a lead created by one of your partner users.

1. Log in with your channel account manager credentials.

2. Click Leads.

3. From your list of Leads, search for and select the partner lead you want to review.

4. From the Actions menu, select Edit.

5. On the Edit Leads page, you can review the detailed information about the lead.

6. If you changed any of the information, click Save and Close. Otherwise, click Close.

7. From the Actions menu, you can click an action depending on what you want to do with the partner lead. Channelaccount managers can perform the following actions:

◦ Accept or Reject the lead (buttons)

◦ Offer - change lead ownership

◦ Run Assignment - offer the lead to multiple partners based on the assignment configuration

◦ Reassign - reassign the lead to a different partner user

Converting Partner Leads to Opportunities: ExplainedChannel account managers can convert partner leads to opportunities for their partner users by selecting the lead, andclicking Convert from the Actions menu.

Converting a Partner Lead to an OpportunityUse these steps to convert a partner lead into an opportunity for your partner users.


2. Click Leads.

3. From your list of Leads, search for and select the lead you want to convert.

4. From the Actions menu, select Convert.

5. On the Convert Lead to Opportunity page, ensure the lead shows the correct opportunity name, owner name, username and account name.



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6. Click Submit.

Managing Partner Opportunities

Managing Partner Opportunities: OverviewPartner-related opportunities allow channel organizations to leverage alliances, achieve growth and expansion strategiesfaster, and maximize sales through broader territory coverage. By offering the right opportunities to the right partneraccounts, channel organizations can avoid channel conflict and increase revenue in their indirect sales channel.

Partner opportunities allow:

• The channel sales force and partner accounts to work collaboratively and share information effectively as a team.

• The progress of a partner account to be measured quantitatively, and thus compensated fairly based on the partneraccount involvement.

• Revenue from partner opportunities to be more accurately forecasted by brand owners.

How Partner Accounts Are Added to OpportunitiesPartner accounts typically become involved in opportunities in one of the following ways:

Scenario Description

A channel account manager adds the partner account toan internal opportunity.

The channel account manager can locate unassignedopportunities, review the details of the opportunities,select the most appropriate partner account for eachopportunity, and designate a primary partner for theopportunity. The channel team can then monitor theopportunity progress.

A partner lead is converted to an opportunity by thepartner or brand owner.

Partner salespeople can convert leads to opportunities.After they are accepted, leads assigned to partnerscan be converted to an opportunity based on the leadqualification outcome such as Interest, Budget, andPurchasing Timeframe.

A partner account creates an opportunity in the partnerportal.

The partner account is the opportunity owner andthe channel account manager is also added to theopportunity and becomes the credit receiver for therevenue rollup and forecasting.

NoteOracle Sales Cloud is preconfigured to assign partners to opportunities using territory-based assignment. Formore information, see the help. Use keywords "partner assignment".



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Related Topics• Manually Assigning Partners and Partner Sales Credits in Opportunities: Explained

• Partner Lead Attributes in Opportunities: Explained

• Searching for Duplicate Opportunities: Explained

Partner Visibility Into Opportunities: ExplainedBy default, the channel account manager who owns the partner account automatically gets visibility into all opportunitiesthat his partner creates. On these opportunities, the channel account manager can see all the partners associated with theopportunity using the partner subtab. He can also view the primary partner on the opportunity summary page.

Partner users can view all opportunities they created as they become the owners of these opportunities. They can also seeopportunities where they are part of the sales team. When creating opportunities, partner users can only use the accountsand contacts that have been shared by the brand owner or that they own. For the accounts and contacts that are shared, theadministrators can configure the access to be view-only.

While partner users can select accounts and contacts they have access to, administrators can enable validation to preventpartner users from changing certain attributes.

Additionally, partner users can only view resources from their own company on the opportunity team. Any additional internalresources or resources that belong to other partners on the team are hidden. Similarly, the resource picker on the team tab isalso limited to show only the resources that belong to their partner company.

Using the Partner Portal

Managing Leads in the Partner Portal: ExplainedPartner sales representatives can access the Oracle Sales Cloud partner portal to view and manage leads assigned to them,and to create and manage new leads for the brand owner.

Accepting or Rejecting Existing LeadsAs a partner sales representative, you can follow these steps to accept or reject leads assigned to you by the channel salesteam:

1. Sign in to the partner portal and click Leads.

2. From your list of open leads, select the lead or leads you want to accept or reject.

3. From the Actions list, choose the action you want to take on the leads you selected.

4. Click OK.

NoteIf you choose to reject leads, when you click OK, you can provide a reason and details about why you rejectedthem. You provide this information so the channel account manager can more accurately assign you subsequentleads.

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Creating New LeadsAs a partner sales representative, you can follow these steps to create new leads with your channel organization:

1. Sign in to the partner portal and click Leads.

2. From your Leads list page, click Create Lead.

3. On the Create Lead page, provide the necessary lead details.

4. Click OK.

Managing Opportunities in the Partner Portal: ExplainedPartner salespeople can use the Oracle Sales Cloud partner portal to view and manage opportunities assigned to them andto create and manage new opportunities for the brand owner.

NoteThe brand owner can control the visibility of the Opportunities icon for partners. This is useful when the suppliercompany requires that partners go through a registration process.

In the My Open Opportunities list, partner salespeople can review the opportunities they created and the opportunities wheretheir channel account manager listed them as the opportunity owner. In the Open opportunities where I am on the team list,partner salespeople can review opportunities where their channel account manager has added them as a member of theopportunity team.

Creating New OpportunitiesIf you are a partner salesperson, you can follow these steps to create new opportunities with your channel organization:

1. Sign in to the partner portal and click Opportunities.

2. From your Opportunities list page, click Create Opportunity.

3. On the Create Opportunity page, provide all of the necessary account, contact, and product details for theopportunity.

4. Click OK.

Managing Activities in the Partner Portal: ExplainedPartner salespeople can use the partner portal to track appointments, create tasks, or add notes for their accounts, contacts,or transactions, such as leads or opportunities, that they own or have access to.

Activities created by partner users in the partner portal are visible to the brand owner based on the user access level on thetransactional objects. Similarly, Partners can view the activities created by the brand owner if they have been added to theactivity team. These activities include:

• Appointments

• Tasks

• Logging calls



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Scheduling an AppointmentAs a partner sales representative, you can use these steps to schedule an appointment with one of your accounts.

1. Sign in to the partner portal with your partner user credentials.

2. Click Accounts. Search for and select the account you want to schedule a meeting with.

3. Click the Activities tab and click Create Appointment.

4. Provide the appointment details.


Scheduling a TaskAs a partner sales representative, you can use these steps to schedule a task for one of your accounts.


2. Click Accounts. Search for and select the account you want to schedule a task for.

3. Click the Activities tab and click Create Task.

4. Provide the task details.


Adding a NoteAs a partner sales representative, you can use these steps to add a note to one of your accounts.


2. Click Accounts. Search for and select the account you want to add a note to.

3. Click the Notes tab and click Create Note.

4. Type your note.


Channel Account Manager Dashboard

Channel Account Manager Dashboard: HighlightsOracle Sales Cloud provides a dashboard for channel account managers, so that they see critical sales and partneractivity information, including required action information and detailed reports on one page. The channel account managerdashboard includes key performance indicators for the following:

• Actual versus quota (quarterly sales)



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• Top opportunities

• Stalled opportunities

• Open pipeline

• Partner status

• Partner performance

Actual vs QuotaThe Actual vs Quota infolet provides channel account managers with the following information (for the current quarter):

• Quota: Your revenue goal.

• Won: Your current won revenue (All revenue is defined as revenue of my (channel account manager) partners, wherethe partner is on a revenue line in the opportunity.)

• Gap: Difference between your quota and your won revenue

Top OpportunitiesThe Top Opportunities infolet provides channel account managers with the following information for the current quarter:

• Amount: Revenue total for the top (win percentage greater that 70) open opportunities

• Count: Number of opportunities that have a win percentage greater that 70

Stalled OpportunitiesThe Stalled Opportunities infolet provides channel account managers with the following information:

• Amount: Total revenue from open opportunities that have been in the same stage for longer than the expected timeperiod

• Count: Number of open opportunities that have been in the same stage for longer than the expected time period

Open PipelineThe Open Pipeline infolet provides channel account managers with the following information for the current and next quarter:

• Amount: Total revenue from potential sales from open opportunities

• Count: Number of open opportunities in process

Partner StatusThe Partner Status infolet provides channel account managers with the following information:

• Count: Number of partners that are awaiting activation (in prospective or registered status)

Partner PerformanceThe Partner Performance infolet provides channel account managers with the following information for the current quarter:

• Top Performer name and amount: Name and revenue amount for the top performing partner



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Chapter 10Managing Competitors and References

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10 Managing Competitors and References

Managing Competitors and References: OverviewWhile working in the applications, you can use the Competitors module to create competitors and store a variety ofcompetitor data. You can leverage competitor data in other sales modules, such as opportunities. In addition, you can usethe References module to store and leverage reference customer data throughout the sales process.

Manage Sales Competitors

Sales Competitors: OverviewUse the competitors module to store and leverage competitor information. You can drill down to a specific competitor andview competitive presence information associated with product groups.

NoteEditing competitors can only be done in the desktop UI.

The key features of the competitors module include the following:

• Competitor profile: Store several aspects of competitors including name, stock symbol, company URL, organizationsize, D-U-N-S information, and more.

• Industries and geography: View all industries and geographies where the competitors are doing business.

• Internal Experts: Leverage internal organization experts who have knowledge about the associated competitor.

• Products: Track all product groups that a competitor is associated with and view customers buying competitorproducts. The data for this feature is sourced from the Competitive Product Presence node in the customer center.Competitive Presence provides information on product groups or products that the deploying organization currentlysells or is interested in selling to the customer.

• SWOT: Examine competitor SWOT (strength, weakness, opportunity, threat) values. Craft strategies againstthreatening competitors.

• Collateral: Store relevant competitor documents. After you store them, salespeople can access the competitivecollateral to position products or solutions against competitors.

• Competitors in opportunities: Associate competitor information with opportunities, both at the opportunity level andat the revenue-line level. These associations let you to capture win/loss information about competitors and drill downto competitor information.

Competitor Profiles: ExplainedYou can store various details regarding competitors in your sales domain. As a salesperson, you can use these details whenyou want specific information regarding a competitor during a sales deal.



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NoteEditing competitors can only be done in the desktop UI.

Some of the details that you can record for a competitor include:

• Stock symbol

• Company URL

• Industry

• Geography

• Threat level

The application records the following details automatically based on your sales:

• Your company's win rate against a competitor

• Revenue that your company has lost to date while competing against a competitor

Competitor ProfileIn addition to the basic details mentioned above, the following also make up a competitor's profile.

• SWOT Analysis

Assign a strength, weakness, opportunity, and threat (SWOT) value for a competitor. This analysis helps youunderstand, plan, and craft an effective competitive strategy when facing a competitive threat on a deal.

• Internal Experts

Internal experts are people in your company who are experts on a competitor.

• Products

Store products and product groups the competitor is associated with.

• Opportunities

View historical and current opportunities associated with the competitor.

• Industries

Store the industries where the competitor competes with your company.

• Geographies

Store geographies where the competitor is at play.

• Attachments

Store relevant documents for a competitor to give you access to collateral with information on how to positionproducts or solutions against specific competitors. This information might include industry and analyst reports aboutcompetitors, as well as strategy documents for a specific industry that can benefit you in a selling situation.

• Discussions and Wiki Pages



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Participate in discussion forums and wiki pages for a competitor.

FAQs for Manage Sales Competitors

How can I see win/loss trends against selected competitors?The Win Loss Trends chart displays the opportunity revenue won by your organization against competitors. The chart showsthe number of wins and losses, and closed-won opportunity revenue by quarter and by competitor. The chart can alsoshow overall opportunity won revenue and number of wins and losses regardless of whether there was a competitor on theopportunity.

How can I get more information about a competitor?To better understand a competitor, speak to someone who has faced a similar situation before or someone who knowsthe competitor well. Access a list of your colleagues from the Internal Experts tab. The list contains experts who have priorexperience with the selected competitor.

How can I view competitor products purchased by anaccount?To view competitor products purchased by an account, navigate to the account's information page, and then navigate fromcompetitive presence to the product group details.

How can I view a list of opportunities that I have lost to acompetitor?You can view the list of opportunities from the details of the competitor record. The list is a consolidated view of past andcurrent opportunities where the competitor is at play. It provides you useful insight to plan appropriate sales strategies.

How can I see the win/loss reason distribution betweencompetitors?You can use the competitor analysis graphs to see the distribution of either won or lost reasons for closed opportunities. Youcan get insight into the reasons behind your organization's win-loss trends. You can further analyze the reasons for losingor winning against specific competitors. As a sales manager, you can use this analysis to improve your overall deal successrates and revenues.

What's SWOT?SWOT stands for: Strengths, Weaknesses, Opportunities, and Threats. The SWOT attribute in the Competitors moduleof Oracle Sales Cloud gives organizations a way to examine the strengths, weaknesses, opportunities, and threats of acompetitor. SWOT analysis can provide insight into how a competitor's resources are mapped against the environment inwhich it is pitted against the deploying organization. As part of the competitor profile, SWOT provides a mechanism to plan,strategize and compete against your competition.



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Manage Sales References

Sales Reference Customers: OverviewUse the References UI to create, store, and manage sales reference customer profiles. You can then use the referencecustomer information to help close a deal. For example, you can associate a reference customer with an opportunity toprovide a source of testimonials or customer success stories.

Summary of FeaturesThe key attributes of reference customers include the following:

• References profile: Store and maintain the reference customer profile, which also displays some underlying party-specific attributes and lists the deals the reference has already participated in.

• Status: Indicate whether or not the customer is an active reference.

• Rank: Use Rank to designate the internal ranking of the customer, such as 1, 2, or 3.

• Type: Use Type to record the internal priority of the customer, such as Gold, Silver, or Bronze .

• Supported activity types: Record the different ways the customer allows contact, such as a site visit or a phone call.For each activity type, you can specify the number of activities that the customer allows.

• Collateral: Associate collateral with reference customers to give salespeople materials to help them make sales.

• Reference products: Associate products and product groups that the reference customer has purchased. Entercomments about the customer experience with the sale or the products themselves.

• Reference association with opportunities: In the references UI, the Opportunities tab displays all opportunities wherethe reference customer was used.

• Reference recommendations: Within the opportunities UI, the Reference Recommendations pane lets salespeopleselect a product, and then the application generates a list of recommended sales references for the product orproduct group.

Reference Customer Profiles: ExplainedYou can use reference customer profiles to store information about references.

Reference Profile ContentsAdministrators can create and update reference customer profiles, storing the following details:

• Supported Activity Types

Store the activity types that the customer has agreed to participate in. These activities might include prospectivecustomer visits to their site, phone calls, conference participation, or subject of a case study. An activity has athreshold number, such as a maximum of two site visits during a certain threshold period.



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• Products

Store products that the customer has purchased and has agreed to endorse as part of the reference program.

• Opportunities

View historical and current opportunities associated with the reference customer.

• Attachments

Store case studies and data sheets about the reference customer. Use the content while working on a deal.

• Activities

View or create activities, include appointments and tasks, involving the reference customer.

• Industries

Store the industries that the reference customer engages in.

• Discussions and Wiki Pages

Participate in discussion forums and wiki pages for a reference customer.

FAQs for Manage Sales References

How can I create a reference customer?You create a reference customer by marking an existing customer as a reference customer. To do so, in the desktopUI, navigate to the Profile node of the customer tree. In the edit page of the customer, use the Actions menu to ManageReferences. In the Create Sales References page, activate a reference attributes of the customer, such as Rank or Type.Save your changes. Note that if you have accessed a customer who is already a reference customer, the page will be namedEdit Sales Reference instead of Create Sales Reference.

Who typically manages sales reference customers?The Sales Administrator is the role that can create and manage sales reference customers.

What's a reference rank?Use ranks to classify your reference customers. Ranks 1 to 5 are supplied in the application, with Rank 1 being the highest.

Following is a brief description of what the supplied ranks mean. You can configure them based on your requirements.

• Rank 1

Top-tier corporate reference

• Rank 2



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Very strong reference with multiple products and contracts

• Rank 3

Strong regional reference for multiple products

• Rank 4

Limited-use reference based on one product or one person

• Rank 5

Likely to be referenceable upon resolution of customer issues

How can I limit reference activities for a reference customer?Is your reference customer complaining of receiving too many reference requests? You can resolve this by setting a thresholdvalue for a reference activity. From the Supported Activity Types tab for a reference, set a threshold number for each activitythat the customer has agreed to.


Chapter 11Using Computer Telephony Integration

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11 Using Computer Telephony Integration

Computer Telephony Integration: OverviewOracle Sales Cloud Computer Telephony Integration (CTI) is a feature of the customer contact process. It includes acommunication toolbar within the user interface and a real-time dashboard. You can initiate phone communication withcustomers and employees by a click of your mouse - leveraging your customer contact information and the applicationcontext. CTI integrates with your telephony environment and must be manually enabled in your deployment.

CTI includes the following features:

• Basic call control

• Automatic and manual caller identification

• Automatic logging of interactions and wrap up handling

• Linking interactions to related business objects

• One-click access to interaction notes, scheduling of tasks, and appointments

• Outbound call integration of CTI linked phone numbers in Sales Cloud objects

• Inbound call handling

• Automatic navigation to caller record

• Direct extension and ACD workgroup routing

• Inbound chat handling

• Transfer capabilities for calls and chat

• On Premise and Sales Cloud support

• Connects with third party CTI provider solutions with the creation of a connector API javascript.

Managing Multiple Interactions: ExplainedWith Oracle Sales Cloud CTI integration, you can maintain and switch between up to four interactions at a time. Theseinteractions can include any combination of online chats and phone calls.

Handling Multiple Chat SessionsYou can easily switch between multiple chat sessions. Your toolbar displays each chat session (up to 4), with a notification.

Icons on each chat session provide an easy way to determine status:

• A small yellow star on a chat icon in the toolbar indicates that it is a new chat. Click the icon to accept the chat andopen its chat client window.

• A red circle on the chat icon of a session that isn't currently active indicates that the contact has added a new chatmessage.

• In the currently active chat session, you can click the icons to pause the session, end it, or transfer it to anotheragent.

• If you have more than one chat active and you end one, the first chat to its left (if there is one) becomes the newactive chat.



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If at least one chat is available, there will always be an active chat.

Handling Multiple Phone CallsThe number of phone calls is dependent upon your underlying CTI connector, limited to a maximum of four total interactionsfor both voice and chat.

If there is an active phone call, you cannot initiate any new outbound phone calls. You can switch between active phone calls,but switching does not control which line is active. You must use your Hold and Retrieve buttons to place callers on hold andswitch between active lines.

Handling Mixed InteractionsYour maximum of four interactions can include both phone calls and chat sessions. Icons for each interaction type appear inyour toolbar.

To switch between interactions, click the icon for the one you want to make active. If the interaction is a chat session, itsclient window is displayed and it becomes the active chat session. If the interaction is a phone call, you must still use yourphone's Retrieve button to make the call active; switching between phone calls does not affect their active status.

Managing Chats: ExplainedWith Oracle Sales Cloud CTI integration, you can have up to four interactions (chats or phone calls) at the same time,switching between them to define the active interaction.

This topic describes the following:

• Accepting an inbound chat

• Rejecting an inbound chat

• Transferring a chat

Accepting an Inbound ChatWhen you receive an incoming chat, a visual indicator appears on the toolbar. Depending on your computer-telephonyinterface and how your system is set up, you might also hear an audio tone. During the course of the chat, a red circleappears on the chat icon to indicate that a new chat message has been received and it is active.

To accept an incoming chat:

1. Click the Accept button on the toolbar.

The toolbar chat region changes from the alert color to the active color, and chat action buttons replace the Acceptand Reject buttons. The chat client window opens, displaying the contact's information in the contact section ofthe chat frame. If you've checked the Navigation button on the toolbar, the screen pop is performed on the mainapplication window.

2. Click the Snapshot icon in the toolbar chat interaction region to display the chat data in a dialog box under the chatinteraction region. You can dismiss this dialog box by clicking anywhere.

3. Enter a message to the customer in the chat client window, then press Enter to submit the message.

You can end the chat by clicking the End button on the toolbar or on the chat client. Before finishing the interaction, you canverify that the interaction was recorded correctly by checking the following:

• The type is Chat



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• The direction is Inbound

• The start and end times are valid

• The Contact and Customer are recorded correctly

Rejecting an Inbound ChatIf you receive an inbound chat that you do not want to accept, click the Reject button on the toolbar.

The toolbar chat interaction region will disappear. Depending on your system, the status might go back to Availableautomatically, or you might have to reset it to Available.

Transferring a ChatIn some cases (for example, if you have too many other active chats or if another agent has more expertise about a particularcustomer issue), you might want to transfer a chat to another agent.

To do this:

1. Make sure the chat you want to transfer is the active chat, and that the agent you want to transfer it to is availablefor incoming chats.

2. Click Transfer on the toolbar chat interaction region to open the transfer window.

3. Select the agent you want to transfer the chat to from the available list.

4. Enter a transfer note to explain to the agent why you are transferring the chat.

5. Click Transfer to transfer the chat.

6. After you transfer the chat, the interaction ends. If your ACD/chat server is configured to do so, you are placed inwrap-up mode, which displays the Interaction dialog where you can click Save and End Wrap Up. If your server isnot configured in this way, the interaction ends at this point.

At this point, your status returns to Available, a new chat interaction pops up on the transferee's toolbar, and the transfer noteyou entered will be displayed in a separate window on the transferee's screen. They can dismiss the note by clicking OK.

If you have a new chat interaction available, you can now accept it.

FAQs for Computer Telephony Integration

What happens if I get another call when connected to anothercustomer?Nothing happens. Oracle Sales Cloud CTI supports a single phone line.

What happens if I get an incoming call and I don't want mydisplay to change?Select the No radio button for Contextual Navigation on the Oracle Sales Cloud Computer Telephony Integration (CTI) toolbar.



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How can I indicate that I am on a break?Your administrator has configured your system with the break codes appropriate for your organization. To indicate that you'reon a break, select a break type from the available list in the Status area in the upper left corner of your window. Only breaktypes appropriate for your current status appear on the list.

Depending on your computer-telephony (CT) connector configuration and on how your break codes are set up, your breakstatus might not immediately change when you select it if you're busy with a customer interaction. When you complete theinteraction, your status will show that you're on break and no new interactions will be sent to you. Some sites might restrictbreaks when the site is too busy.

What's Contextual Navigation?Contextual Navigation is a feature of Oracle Sales Cloud CTI that displays a caller appropriate application page based on aset of navigation rules defined for your customer when you answer your phone.

For example, if a customer is calling, contextual navigation rules can determine the contact name or customer ID. Contextualnavigation rules determine which navigation/application page will be displayed based on the available call data. The launchedpage displays the information based on parameters passed in the task flow that is used to launch the page.


Chapter 12Managing Forecasts

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12 Managing Forecasts

Sales Forecasting Features: OverviewForecasting future sales is a method of providing predictions of future revenue for specific time periods. Management usessales forecast data to set production schedules and volumes, to determine resource requirements, and to report financialguidance to investors.

Summary of FeaturesThe key features of sales forecasting include the following:

• You forecast sales by territory. The forecasts roll up following the territory hierarchy. Changes to the active territoryhierarchy are periodically synchronized with the forecast hierarchy up until a freeze date. After the territory freezedate, salespeople can make changes to their forecasts.

• The sales administrator predefines the schedule of forecast periods.

• Salespeople finalize their territory forecasts for the current time and submit them to the owners of parentterritories.Owners of higher-level territories can view, change, and adjust forecasts at lower levels in their hierarchy.Adjustments are visible up the territory hierarchy, but are not visible down the territory hierarchy to subordinates.

• The forecast for a period is automatically generated from eligible opportunity revenue items scheduled to close withinthe period. Forecasts are refreshed from the pipeline revenue in real time. Opportunities and forecast items continueto synchronize until the salesperson submits forecast items for final approval.

• The sales administrator sets the criteria that determine whether a revenue item is eligible to be automatically includedin a forecast.

• The sales administrator provides the option for salespeople to override the established criteria and manually includeor exclude a revenue item from the forecast.

• You can record nonrevenue forecasts on opportunity revenue transactions in addition to the revenue sales creditsplit. Nonrevenue forecasts allow nonprimary salespeople to forecast sales expectations for all nonrevenue salescredits.

• You can view current, future, and past forecasts. The current forecast is open for editing at certain times and thenfrozen.

• You can adjust forecasts. A revenue-item adjustment is an upward or downward adjustment to a specific forecastitem. A summary adjustment is an upward or downward adjustment to the overall territory forecast that isn'tassociated with any specific opportunity.

• You can use predefined graphs to analyze forecasts, or add your own graphs.

Sales Forecast Components: How They WorkTogetherA sales forecast for a territory encompasses a time period and sales opportunities that meet defined criteria. Salespeoplesubmit their forecasts to their managers, who make any needed changes and in turn submit the forecasts to their managers.



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The following figure shows the components for a territory forecast. Revenue items from opportunities form the unadjustedforecast. If the revenue item has multiple sales credits, then the revenue item is visible across multiple forecasts. Salespeopleadd adjustments to the forecast. Adjustments can be applied at a summary or item level.

Revenue ItemsThe forecast territory must be correctly assigned for the revenue item to appear in the correct forecast.

A revenue item from an opportunity must have a designated close date that falls within the forecast period to be included inthe forecast.

The criteria for the revenue item must match the criteria set for the forecast. For example, if the forecast criteria specify a winprobability of greater than 75 percent, then a revenue item with a win probability of 80 percent is added to the forecast.

If the ability to override is enabled, then a salesperson can include a revenue item in the forecast even though it does notmatch the criteria, or exclude a revenue item that matches the criteria.

It is possible for managers to pull in forecast items as adjustments that do not match the close date or criteria and overrideconditions.

Unadjusted ForecastThe unadjusted forecast is the total of all revenue items that match the forecast criteria or that are included by overrides. Allrevenue items must have close dates within the forecast period.

Salespeople can add a positive or negative adjustment on top of the unadjusted forecast to form an adjusted forecast.

Managers and nonrevenue credit recipients can pull in forecast items as adjustments that do not match the close date orcriteria and override conditions. Also, managers and nonrevenue credit recipients can drop items as adjustments, regardlessof close date or match and override conditions.



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Related Topics• Forecast Synchronization: Explained

• Adding Revenue Items to Your Forecast: Video

Sales Forecast Adjustments: ExplainedAn adjustment is a positive or negative number that adjusts your own or a subordinate's unadjusted forecast up or down.

The adjusted best case forecast is the sum of:

• The best case for all forecasted items• Item-level adjustments for the best case• Any summary level adjustment to best case

The adjusted worst case forecast is the sum of:

• The worst case values for all forecasted items• Item-level adjustments for worst case• Any summary level adjustment to worst case

The estimated adjustment metric is the sum of the difference between estimated revenue and revenue for all transactions inthe forecast period. Sales Predictor uses statistical analysis to provide the estimated revenue amounts based on historicalsales for the product associated to the revenue item.

You enter summary level adjustments by selecting Adjust from the Actions menu.

If you forecast by product, by product and channel, or by product, channel and time, then your administrator enables theForecast Summary tab that provides different views for making detailed adjustments, and the adjust action is no longeravailable.

Unallocated Forecast Adjustments: ExplainedIn the Forecast Summary tab, whenever a parent product has children, an additional child is added called Unallocated. A dealthat is for the parent itself appears as unallocated until you can determine to which child to move the deal. When you makean adjustment to the parent the adjustment amount appears in the Unallocated child row until you distribute it among thechildren.

You can manually alter the children until the unallocated amount reaches zero. If you over-allocate without reaching zero, thenthe unallocated amount can become negative.

Use the Distribute to Children action to divide the amount up proportionately amongst the children based on the percentagethat each child makes up the parent adjusted forecast. If all children are zero, then the amount is divided equally.

Recalculate from Children changes the selected row so that the value is equal to the sum of the value for the children, and theunallocated amount is zero.

Forecasting by Product and TimeStart your forecast adjustments at the product level and if required then spread your adjustments across product and time.When you start at the summary level, by product, then your adjustments appear as unallocated amounts for time as well asfor lower levels of the product hierarchy. You then need to divide the unallocated amounts down the product hierarchy andamong the dimensions for time.

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You can choose to forecast only by product, or by product and time.

FAQs for Managing Forecasts

How can I add revenue items to a forecast?To add revenue items to a forecast, search for revenue line items in your territory and add them to the forecast. For anyrevenue item with a warning icon, you must change any attributes that don't meet the forecast criteria. When all attributes fallwithin the forecast criteria, the revenue item becomes part of your forecast.

You can also use a forecast override if the administrator enabled it for your territory. You can set the Forecast Option toAlways to override the lack of matching forecast criteria. An icon warns you when a revenue item doesn't match the forecastcriteria and requires the forecast override.

If you are unable to edit the forecast item you are adding, then the item is added with the unadjusted forecast amount setto zero. However, the item now has a positive adjustment amount to match the original revenue item revenue amount.For example, if the revenue amount is 3,000, then the unadjusted forecast is 0, the forecast adjustment is 3,000, and theadjusted forecast is 3,000. You can further refine the adjusted forecast item amount, or remove the forecast item if you nolonger want the item included in the forecast.

How can I remove forecast items from a forecast?Select the forecast item and click the remove icon. For any revenue item with a warning icon, you must change any attributesso that the revenue item doesn't meet the forecast criteria or so that the forecast item no longer closes within the forecastingperiod.

You can also use a forecast override if the administrator enabled it for your territory. You can set the Forecast Option to Neverto override the matching forecast criteria. An icon warns you when a revenue item matches the forecast criteria and requiresthe forecast override.

If you are unable to either change the forecast criteria for the item or use the override, the item disappears from your forecastitems list, but the unadjusted forecast amounts remain the same. However, the item now has negative adjustment amountsto match the unadjusted forecast amounts. For example, if the unadjusted forecast amount is 3,000, then the forecastadjustment is negative 3,000 and the adjusted forecast is 0. With the removed forecast item selected, you can add it back inif you want to include the item back in the forecast.

When does my forecast appear in my currency?If your currency is different from the corporate currency, then select the desired currency. The default selection is yourpreferred currency. In addition to seeing information in your currency, you will also see some information in the corporatecurrency. Forecast item detail transaction information remains in the transaction currency.

When do I submit my forecast?You can submit your forecast after the territory freeze date and before the forecast due date. Make all of your item andsummary forecast adjustments. You can submit your child territory forecasts on behalf of your subordinates and then makeadjustments to your forecast before submitting.



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What happens if I submit my forecast?You can't make adjustments or update your forecast after you submit it. Your manager can make adjustments to yourforecast only after your submission. You can use the Withdraw option in the Actions menu to withdraw your submission,unless your manager changed or adjusted your forecast or submitted the manager's forecast. If your manager rejects yourforecast, you can make further changes to the rejected forecast and then resubmit it.

What happens if I filter by adjusted forecast?When you view the territory forecast by product in the Forecast Summary tab, you can select to filter by adjusted forecast.The table then displays products within the selected territory definition that have either an adjusted forecast value or anadjustment value that is not zero.

What happens if I select Forecasted by Parent Territory?The territory is hidden in the Forecasting Overview page, but is available on the Edit Forecast page. The owner of the parentterritory can submit the forecast for the child territory. If the child territory owner also owns the parent territory, then theterritory owner can edit forecast items, add and remove forecast items as adjustments, and adjust the territory forecast.

What is the likelihood to buy product metric?The likelihood to buy product metric reflects the percentage of confidence that a deal will close with the specified revenue onthe specified close date. Sales prediction uses statistical analysis to provide the likelihood to buy product based on historicalsales for the product associated to the revenue item.

What's an estimated revenue?Estimated revenue is the potential revenue from the revenue line item. Sales prediction uses statistical analysis to provide theestimated revenue amounts based on historical sales and other metrics for the product associated to the revenue item.

What is pipeline?The pipeline metric is the total revenue amount of all revenue line items where the Status category is Open, the primaryterritory is the target territory, and the close date lies in the forecast period. Unforecasted pipeline is the total revenue amountof all revenue line items without a corresponding forecast item, where the status category is Open, the primary territory is thetarget territory, and the close date lies in the forecast period.

What's an expected forecast?The expected forecast metric is the sum of all weighted revenue values for all forecast items in the forecast period. Weightedrevenue is the revenue amount multiplied by the probability of the deal closing.

What is quota?The quota metric is the revenue target associated with the expected performance of a salesperson's territory for a givenforecast period.



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What's closed revenue?The closed revenue metric is actual revenue for the target territory that was closed during the forecast period.

What's a best case forecast?The best case forecast metric is the sum of all best case revenue values for all forecast items in the forecast period. You canenter the best case revenue amount when you change the revenue line item details in an opportunity.

What's a worst case forecast?The worst case forecast metric is the sum of all worst case revenue values for all forecast items in the forecast period. Youcan enter the worst case revenue amount when you change the revenue line item details in an opportunity.

What happens if I allocate an adjusted forecast to children?The unallocated amount for a parent is added to the amounts for all the children so that the unallocated is zero.

The unallocated amount is divided up proportionately amongst the children based on the percentage each child makes upthe parent adjusted forecast. If all children are zero, then the amount is divided equally.

Why did the parent adjusted forecast not change when Iadjusted the child?The unallocated amount at the child level must be zero for adjustments to be added directly to the parent total. Child leveladjustments are added to or subtracted from the unallocated amount until unallocated is exactly zero.


Chapter 13Using Territories

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13 Using Territories

Using Territories: OverviewTerritories provide the rules for automatically assigning salespeople and other resources to customers, partners, leads, andopportunity revenue line items.

SalespersonAs a salesperson viewing an account, partner, lead, or opportunity, you can see the assigned territories when you view thesales team information. You also forecast your sales by territory. Sales quotas can be assigned to you by territory.

Sales ManagersAs a sales manager, you can modify the territories in the hierarchies below your assigned territories. Following are someexamples of changes you can make to territories:

• Add a new child territory.

• Change the owner of an existing territory.

• Add team members to a territory.

• Remove an existing territory.

• Add specific customers to the coverage of a territory.

• Exclude specific customers from the coverage of a territory.

• Define or change the definition of a territory coverage.

See the Oracle Sales Cloud Implementation Guide for additional information about modifying territories.

Creating a Territory ProposalA territory proposal is the sandbox where you make your proposed changes to your territory hierarchy before activating thechanges.

1. Navigate to Territories and Quotas.

2. In the Tasks region, select the Manage Territory Proposals link.

The Manage Territory Proposals page appears.

3. In the Current Territory Proposals region, click Create.



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The Create Territory Proposal window appears.

4. Enter a name for the proposal.

5. Leave the Activation Date field blank. This will cause the proposal to be activated immediately after you build yourterritories and activate it.

6. Click Save and View.

Your territory proposal opens and displays your current territory hierarchy. You can start making your changes.

Adding to Your Territory HierarchyYou can add child territories to your own territory or to another territory in your hierarchy.

1. In Manage Territory Proposals page, select the name of your proposal.

The territory proposal opens for editing.

2. Select the parent territory.

3. From the Actions menu, select Create Child.

4. Enter the territory name.

5. Select the owner for the territory.


The new territory is added to the proposal.

7. Click Edit Coverage.

The coverage for the child territory is the same as the parent's coverage.

8. Select the members for each dimension that you want to change. For details, see Defining the Territory Coverage inthis chapter.



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Changing Territory CoverageA new child territory has the same coverage as the parent. Change dimension selections and included or excluded customersto refine the coverage. Your changes are not active until you activate the proposal.

1. In Manage Territory Proposals page, select the name of your proposal.

The proposal opens for viewing.

2. In the Territories table, select the territory you want to change.

3. If the territory is not already added to the proposal, then click Add to Proposal.

4. Click Edit Coverage.

The Edit Coverage window appears.

5. For every dimension you want to change:

a. Select the dimension from the Dimensions list.



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b. Add or remove dimension members from the Selected Dimension Members box.

c. Click Save and Close.

6. In the Included Customers region, select and add specific customers to include in the territory.

7. In the Excluded Customers region, select and add specific customers to exclude from the territory.

8. Click Done.

Activating a Territory ProposalWhen you finish making changes to your territories, use this procedure to activate your territory proposal and start using thenew territories for assignment.

1. Navigate to Territories and Quotas.

2. In the Tasks region, click Manage Territory Proposals.



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The Manage Territory Proposals page appears.

3. If the proposal you want to activate doesn't appear in the Current Territory Proposals table, select All Proposalsfrom the Proposals list.

4. Select the proposal and click Activate.

You can see the activation process status in the Details region of your proposal.

5. Click Done to return to Manage Proposals.

6. Click Done to return to the Overview page. Your territory changes now appear in the list of active territories.



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Chapter 14Using Analytics

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14 Using Analytics

Sales Cloud Analytics and Reports: OverviewOracle Sales Cloud features a wealth of business intelligence (BI) analytics and reports that help you continuously monitorand interpret your sales pipeline, team performance, forecasts, activities, customers, and more. You'll find the analyticsand reports throughout the applications: embedded in dashboards and tabs and available from the reporting pane and theBI catalog. In addition, you can schedule reports and create briefing books with report data. On the go, Oracle Mobilyticsprovides quick access to reports on the Apple iPad, and integration with Oracle Sales Cloud Mobile gives you analytics andreports on your mobile device or tablet.

Sales Dashboards in Simplified UIAnalytics dashboards in the simplified UI give sales personnel instant access to the information that keeps them productivein their daily tasks. Dashboards are available for sales representatives, sales managers, sales vice presidents, and partnerchannel account managers.

Infolets present quick overviews of important metrics, such as actual versus projected quota, deals in the pipeline, and teamperformance data. In most infolets, you can drill down into the underlying transactional data. For example, in the Top OpenDeals infolet, you can drill down into the opportunities themselves.

The following figure shows an example of the analytics infolets in a simplified UI dashboard.



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Sales Dashboard in Desktop UIThe Sales dashboard in the desktop UI also contains reports and analytics, plus has additional content and capabilities. Usingpersonalization, you can add a variety of productivity tools, such as activities and social networking, to the dashboard. Youalso can change the layout of the Sales dashboard and customize tabs.

In most of the Sales dashboard reports and productivity tools available the desktop UI, you can drill down into the actualtransactional data. For example, the My Activities portlet provides easy access to account detail information.

The following figure shows an example of the Sales dashboard in the desktop UI.

Analytics Tabs in Desktop UIAnalytics tabs in many transactional work areas in the desktop UI provide instant access to supplied or custom reports aswell.



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The following figure shows an example of an Analytics tab in a transactional page.

BI CatalogThe BI catalog in the desktop UI stores all analytics, reports, and other BI objects, as well as tens of thousands of subjectareas used to create custom reports. Managers and administrators are the typical users of the BI catalog. You can accessthe BI catalog by clicking Reports and Analytics in the Navigator.



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The following figure shows an example of the BI catalog.

Reports and Analytics PaneThe Reports and Analytics pane, located in the regional area of many desktop UI work areas, is a central place for you toquickly view or run analytics and reports that are related to your work. Each report link in the Reports and Analytics panerepresents a mapping to an object in the BI catalog.



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The following figure shows an example of the Reports and Analytics pane.

Briefing BooksA briefing book is a collection of BI analyses or dashboard pages (which can contain reports) that you create and save forlater access. The static snapshots give you a picture of what's going on at the time that the analysis or dashboard page isadded to the briefing book. You can download briefing books as PDF or MHTML for viewing or printing, and share them withothers. The PDF file includes a table of contents for the book. Like analytics and reports, briefing books are stored in the BIcatalog.

Scheduling Analytics and ReportsYou can submit reports as scheduled processes, and you can set up agents to e-mail analytics, briefing books, anddashboards.

Sales Cloud MobileUsing Oracle Sales Cloud Mobile, you can access analytics and reports from the home page of your mobile device. Analyticsalso are embedded contextually for each account that you view. The contextual reports include data on sales accountrevenue trends, sales account win/loss trends, and sales account win/loss reasons.



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MobilyticsOracle Mobilytics provides sales managers with sales analytics and reports using interactive graphics on an Apple iPad. Forexample:

• Perform "what if" analyses by moving opportunities between quarters, and achieve your quota with Forecast Shaper.

• Analyze sales stages to move large or important deals along and improve conversion rates with Pipeline Analyzer.

• Track the deals by team's activities and focus on the right deals with Deals Radar.

• Manage your team's performance by tracking their quota versus attainment with Team Tracker.

• Keep your forecast on track by analyzing pipeline and honing stale deals with Aging Monitor.

The following figure shows an example of the Forecast Shaper UI for Mobilytics.

Additional BI ResourcesTo find more information about Oracle Business Intelligence, consult the online help and refer to the following guides:

• Oracle Sales Cloud - Getting Started with Analytics and Reports: This guide gives a quick overview of Sales Cloudanalytics and reports and provides links to videos of the top 10 reports in action.

• Oracle Sales Cloud - Using Analytics and Reports: Contains information about supplied reports and analytics, as wellas how to create your own reports.



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• Oracle Sales Cloud - Creating Analytics and Reports: Contains information to help build analytics, reports, anddashboards.

• Oracle Sales Cloud - Reporting and Analytics for Business Users: This guide provides tutorials on how to access anduse the Sales Cloud reports designed for various job roles.

Sales Prediction: OverviewSales prediction features enable organizations to capture and leverage predictive sales intelligence. Predictive models analyzesales data to evaluate buying patterns. After the evaluation of model results, lead generation can be scheduled to disseminatelead recommendations to users. Each lead recommendation includes win likelihood, average expected revenue, and salescycle duration.

Summary of FeaturesSales prediction features include:

• Predictive Analytical Reports: These reports provide sales analysts with a summary of the prediction model results.Additionally, reports on the dashboard provide overviews of model performance and leads adoption.

• Predictive Model Learning: Model learning uncovers hidden customer buying patterns. Salespeople can replicatesales success using historical insight generated through model training.

• Rule-based Recommendations: When new products are launched or during initial deployment, historical data issparse. In such cases, the sales analyst can create customer-, industry-, or product-specific rules to drive therecommendation of new products.

• Higher Lead Adoption Rate: By utilizing a combination of data mining, segmentation, prediction and business rules,sales prediction functionality ensures that the recommendations have a higher likelihood of being converted to a win.

• Analyze Recommendation Performance: Built-in analytical reports verify whether the recommendations are beingaccepted by the sales organization. If adoption is low, then the predictive models can be fine-tuned by selectingdifferent attributes for model learning or editing the rules. Simulation can then be performed to assess the impact ofthese new changes before publishing new recommendations.

• Usage across Oracle Sales Cloud Service: The recommendations generated can be viewed when using other SalesCloud capabilities such as managing customers and contacts. When reviewing customer details, recommendedproducts display next to the customer with the rationale for the recommendation. Territory managers can use salesprediction metrics to set sales targets by territory and assign them to sales people. Metrics ranking also determineswhether leads can be qualified during the lead qualification process.



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Chapter 15Using Microsoft Outlook

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15 Using Microsoft Outlook

Overview of Oracle Sales Cloud for OutlookThe Oracle Sales Cloud for Outlook application helps maximize sales productivity by providing Oracle Sales Cloud capabilitiesdirectly within Microsoft Outlook, thereby allowing sales professionals access to essential Sales Cloud data.

Summary of FeaturesThe key features of Oracle Sales Cloud for Outlook are:

• Sales Cloud capabilities within Microsoft Outlook: Using Oracle Sales Cloud for Outlook, all e-mails, calendar events,and tasks can be linked to the respective contact, customer, lead, or opportunity within Oracle Sales Cloud. Salesprofessionals can access and update customer and sales information within Microsoft Outlook.

• Single-click sharing between Microsoft Outlook and Oracle Sales Cloud: When sending a meeting invite or an e-mail,or when setting up a task, a single click on the Share with Fusion button captures the action and updates of OracleSales Cloud in the background.

• Synchronization of data between Oracle Sales Cloud and Microsoft Outlook: Two-way data synchronization allowssales professionals to have a continuously updated and accurate 360-degree view of Sales Cloud data changes.

• Synchronization Control Panel: Oracle Sales Cloud for Outlook provides synchronization filtering capabilities, enablingsales professionals to synchronize only the most critical data from Oracle Sales Cloud. Sales professionals cansynchronize high-priority accounts or opportunities closing this quarter, instead of synchronizing the entire data setfrom Oracle Sales Cloud.

• Offline access: The transition between online and offline modes of operation allows sales professionals in thefield to use the full functionality of the product in an offline mode, and then synchronize the sales data in the nextsynchronization cycle.

• Customize Oracle Sales Cloud for Outlook: Add to the standard Microsoft Outlook view, or rearrange how the pagelooks, using Oracle Sales Cloud for Outlook's customizable objects, fields, and UI layout options. For example,Custom objects, competitors or other objects that you rely on can be added to the application to cater to specificorganizational or user requirements.

Related Topics

• Implement Oracle Sales Cloud for Outlook: Explained

Overview of Oracle Sales Cloud for OutlookInstallationThis topic provides an overview of how to install Oracle Sales Cloud for Outlook manually on each laptop or PC along with theprerequisite steps.

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Before installing Oracle Sales Cloud for Outlook, ensure the following:

• Microsoft Outlook is installed on the laptop or PC.

• An existing Microsoft Outlook profile is available for use with Oracle Sales Cloud for Outlook, or a new MicrosoftOutlook profile has been created.

• The user performing the installation is a sales application user provisioned with either the Sales Representative or theSales Manager job role, but not both. The user must not have the Sales Administrator job role assigned.

The installation steps include downloading the installer file, running the InstallShield Wizard, and entering the Oracle SalesCloud Connection information if it's not already set up.

Installing the Oracle Sales Cloud for OutlookApplicationThis topic explains how to install the Oracle Sales Cloud for Outlook application on a laptop or PC.

Download the Oracle Sales Cloud for Outlook installer file, run the InstallShield Wizard, and enter the Oracle Sales Cloudserver connection information, if required.

Downloading Oracle Sales Cloud for Microsoft Outlook InstallerFile

1. Sign in as either a sales manager or a salesperson, and select the Personalization menu, and then select the SetPreferences menu item.

2. Select CRM for Microsoft Outlook Installer under the Preferences pane.

3. Select the appropriate installer language, and then click Start Download to download the installer.

Running the InstallShield Wizard

1. Navigate to the installation file, and double-click the file to start the installation.

2. On the Welcome page of the InstallShield Wizard, click Next.

3. On the Customer Information page, check the User Name and Organization Name default values, and change themif necessary.

4. Click Next.

5. On the Destination Folder page, check the default folder that will be created in the installation. If you want to use adifferent folder, then click Change.

6. When you have confirmed or selected a folder on the Destination Folder page, click Next.

7. On the Ready to Install the Program page, click Install.

Entering the Oracle Sales Cloud Server Connection Information

1. After the InstallShield wizard completes, open Microsoft Outlook.



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2. On the Choose Profile page, choose the Microsoft Outlook profile that you want to use with Oracle Sales Cloud forOutlook, then click OK.

3. On the message asking if you want to install the application using the profile you selected in step 2, click Yes.

4. When the Oracle Sales Cloud for Outlook First Run Assistant pane appears, click anywhere in the Assistant pane todisplay the Login page.

5. In the Login page, enter your user information and the Oracle Sales Cloud server information.

The server information may be set up by default based on your administrator settings.

6. Click Login to complete the installation.

For more details on installing and administering Oracle Sales Cloud for Outlook, see the Oracle Sales Cloud forOutlook - R9 Deployment Guide (Doc ID 1983748.1) on My Oracle Support.

How can I stop appointments, contacts, and tasksfrom being shared automatically with Oracle SalesCloud for Outlook?Right-click on the Oracle Sales Cloud for Outlook system tray icon and then select Options. Within the Options window, clickAdvanced, and then deselect Always share with Oracle Sales Cloud new: Appointments, Contacts, Tasks.

Why can't I view the complete customer details forsome of the customers associated to a contact, eventhough the customers are part of my sales territory?When synchronizing contacts with multiple customer relationships, you only have full access to the details of customers whoare included in the results of the criteria that is specified in your synchronization filter.

For example, you have a contact in Oracle Sales Cloud that is associated to two customers, Customer A and CustomerB. Because the customers are part of your sales territory, you have full access to both of the customer records in OracleSales Cloud. However, in your Oracle Sales Cloud for Outlook client, you have a synchronization filter criteria that only returnsCustomer A. The result is that when you synchronize the Oracle Sales Cloud for Outlook client using this synchronizationfilter criteria, all of the customer data for Customer A is synchronized, but only a restricted amount of customer data issynchronized for customer B.

How can I stop appointments, contacts, and tasksfrom being shared automatically with Oracle SalesCloud for Outlook?Right-click on the Oracle Sales Cloud for Outlook system tray icon and then select Options. Within the Options window, clickAdvanced, and then deselect Always share with Oracle Sales Cloud new: Appointments, Contacts, Tasks.



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Chapter 16Using Sales Cloud Mobile

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16 Using Sales Cloud Mobile

Oracle Sales Cloud Mobile: OverviewUse the Oracle Sales Cloud Mobile application to do the following tasks:

• Track and update sales information on your smartphone or tablet

• Keep up to date with sales activities in your enterprise while on the move

Tasks That You Can DoThe key features of Oracle Sales Cloud Mobile include the following:

• Application Home Page: From the application home page, you can access critical information when you're in thefield.

• Sales Account Management: You can access reference information, as well as current events about the customerwhile on the road.

• Opportunity Management: From the mobile opportunity management page, you can access current and criticalinformation about your opportunities and share opportunity updates with your sales team.

• Lead Management: With access to open leads while on the road, you can act upon leads and reduce the sales cycletime.

• Calendar and Tasks: With these features, you can manage appointments and tasks on the road.

• Contacts: You can call or e-mail contacts from the Actions menu. The application displays a list of your key contactsby default, and you can search for all other contacts. E-mail Contact and Call Contact features are disabled forcontacts who don't want to be phoned or e-mailed

• Sales Analytics: You can access business intelligence reports from the home page. Analytics also are embeddedcontextually for each account that you view. The contextual reports include data on sales account revenue trends,sales account win/loss trends, and sales account win/loss reasons.

• Alerts: You receive alerts when new leads are assigned or opportunities of interest become available.

Installing

What are the supported platforms for Oracle Sales CloudMobile?See the System Requirements for Oracle Applications Cloud at: http://www.oracle.com/us/products/system-requirements/overview/index.html



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Installing the Oracle Sales Cloud Mobile iPhone Application:ProcedureThis procedure shows you how to install Oracle Sales Cloud Mobile on your iPhone.

1. Use your iPhone to sign in to iTunes and access the App Store.

2. Search for Oracle Sales Cloud Mobile and then tap Install.

3. Enter the host URL that your administrator has provided.

4. Enter your user name and password.

5. Sign in to the Oracle Sales Cloud Mobile application.

Related Topics• Finding Your Company's Host URL for Oracle Sales Cloud Mobile: Worked Example

Installing the Oracle Sales Cloud Mobile Android Application:Worked ExampleThis example shows you how to install the Oracle Sales Cloud Mobile application on an Android device.

1. Use your Android device to sign in to Google Play, then browse the Apps.

2. Search for Oracle Sales Cloud Mobile and then tap Install.

3. Enter the host details that your administrator provided.

4. Open the Oracle Sales Cloud Mobile application, and enter your user name and password.

5. Sign in to the Oracle Sales Cloud Mobile application.


Installing the Oracle Sales Cloud Mobile BlackBerryApplication: Worked ExampleThis topic shows you how to install the Oracle Sales Cloud Mobile application on a BlackBerry device.

1. Check that the BlackBerry's Wi-Fi is switched on.

2. Obtain the host URL from your administrator, then enter the host URL in the BlackBerry browser.

3. Enter the authentication credentials to sign in.

4. Click Start Download to start the download and installation.

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How can I update the Oracle Sales Cloud Mobile applicationon my BlackBerry device?Enter the following URL in the BlackBerry browser: http(s)://host:port/sales/faces/MobileInstallerMain (replace the word "host"with the location of the latest version of Oracle Sales Cloud). Enter the authentication credentials to sign in, and click StartDownload to start the download and installation of the latest version of Oracle Sales Cloud Mobile. Your existing OracleSales Cloud Mobile installation will be overwritten.

Note that Oracle Sales Cloud Mobile application is not available on BlackBerry App World.

General Use

How can I navigate within the Oracle Sales Cloud Mobileclient?On both the Apple iPhone and Blackberry mobile devices, tap any icon on the home page to show a list of items. Forexample, tap Opportunities to retrieve a list of your open opportunities. To view details, tap any item in the list view. Scrollupward in list view to access a search box. To access contextual actions, tap and hold any list item to reveal availablecontextual actions.

On the Apple iPhone, tap the Title bar to return to the application springboard. Select Action to reveal a contextual actionsheet. Select Action again to close the action sheet.

On the Blackberry, both Short and Full menus are enabled. You can also use the Back button to return to the previousscreen.

Why can't I access Oracle Sales Cloud Mobile?You must have the Sales Representative duty role to access Oracle Sales Cloud Mobile. The delivered application has thisrole granted in the sales_representative, sales_manager, and sales_VP job roles.

How can I remove contacts, assignees, and resources fromappointments, tasks, and interactions?Navigate to the appointment, task, or interaction, and tap Edit to turn on the edit mode. Tap and hold on the contact,assignee, or resource you want to remove for two or three seconds. Then tap Remove, and tap Done to save your update.

Note that the owner of the appointment, task, or interaction can't be removed.

How can I manage my activities in Oracle Sales Cloud Mobile?While viewing an opportunity, lead, customer or contact, open Activities. By default, your current activities are shown. Thislist includes the activity subject, due date and an icon that denotes the type of activity.




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When is data quality checked in Oracle Sales Cloud Mobile?If your company has licensed and set up Oracle Sales Cloud Data Quality features, when you enter a new contact address,upon clicking Done, you are presented with a list of similar addresses. You can choose the closest match, merge the newinformation with the existing contact, or save the new contact you just entered.

How can I change my Primary Contact in an opportunity,account, or lead in Oracle Sales Cloud Mobile?While viewing the contact list in the opportunity, account or lead, tap the Action list and choose Change Primary Contact.Tap and hold the desired contact name, then choose Make Primary.

How can I remove a contact from an opportunity, account, orlead?While viewing the contact list in the opportunity, account or lead, tap the Action list and choose Remove Contact Association.Tap and hold the desired contact name, then choose Remove Contact.

How can I create customers and prospects in Sales CloudMobile?When you create an account, you can create customers at the same time. Enter a name, and designate the customer aseither a prospect or a customer. No additional information (such as address) is required. The account list displays bothprospects and customers.

How can I work with reports and graphs in Sales CloudMobile?You can swipe to navigate between reports, or tap to view a list of available reports. Once you are viewing a report, you cantouch and hold on a slice of graph to see the aggregate values, for example, on a bar of bar graph, to see values for the bar.You can also double touch to drill down into the area of graph or see the report view, or pinch and zoom to zoom in or out ona graph.

Why can't I convert a lead to an opportunity?You can only convert a lead to an opportunity when the prospect or customer associated to the lead is a sales account.

How can I create a search criteria that can be saved for use inthe Oracle Sales Cloud Mobile application?You can create saved search criteria for Apple and Android devices. Use either Page Composer or the Oracle Sales Cloudweb interface to create the saved search. Select the auto-execute option to ensure that the search can be executed in theOracle Sales Cloud Mobile application. Tap on the search name in Oracle Sales Cloud Mobile to execute the saved search.



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How can I view saved search criteria?Tap the magnifying glass icon in the list view to view a list of available saved searches. Execute the search by tapping on anindividual saved search. Tap the search box to see additional fields where you can make changes to the search criteria.

Why can't I access the Around Me feature from Oracle SalesCloud Mobile?The Around Me feature is not available for BlackBerry devices. It is available only for devices that use the iOS and Androidoperating systems.

Why can't I view the Around Me results on a map?Android devices display the Around Me results in a list view, and not on a map.

Can I delete the custom fields I have created for the AroundMe feature?Yes. If you created custom fields for the Around Me feature for earlier releases, you don't have to maintain the fields withgeocodes because the application no longer uses them.

Working Off-Line

Why can't I view updates to my data on Oracle Sales CloudMobile?When the application is in the off-line mode, due to the absence of a network connection, you cannot view any updatesthat were made to the sales data since the application changed to the off-line mode. You can view data updates when youaccess the record again after regaining access to a network connection.

Why can't I create, edit, or delete any data in the Oracle SalesCloud Mobile application?Verify that you have network coverage. Data cannot be created, edited or deleted in off-line mode.

What data are available in the Oracle Sales Cloud Mobile off-line mode?Oracle Sales Cloud Mobile saves recently viewed data. For example:

• A list of opportunities

• Specific opportunity details



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• A list of contacts

When you are using the offline mode, you can view saved data. You can also save specific records and their related objectsfor offline use by tapping the action menu when viewing the record, and saving the customer detail.

When the application can connect to a network and you can get back online, data is not automatically synchronized with thedata updates that other people have made when you were offline. To view updated data, you must access the records againin online mode.

Integration with Oracle Social Networks

Can I use Oracle Social Network within Oracle Sales CloudMobile?Yes, you can invoke the Oracle Social Network application for the customer, opportunity, or contact you are viewing.Navigate to the detail view of the customer, opportunity, or contact, tap the Actions menu, then launch the Oracle SocialNetwork application by tapping Conversations.

How can I use Sales Cloud Mobile to collaborate throughOracle Social Networking?You can manually share and view information about opportunities, leads, and contacts in two ways. When you create anobject, upon saving, you can share the object, or, while viewing an object's details, you can tap Conversations in the Actionsheet to see recent conversations.

You can also share information automatically. Automatic sharing means that a Social Object is created automatically in OracleSocial Network when an object such as an opportunity, lead or contact is created in Oracle Sales Cloud Mobile. For moreinformation about sharing information automatically, see the Oracle Sales Cloud Social Network Administration: Overview helptopic.

What types of attachments can I include in Oracle Sales CloudMobile?You can create image (for example GIF or JPG) and audio files as attachments. You can view, but not save or create, PDFand Microsoft Office documents including Word (doc), PowerPoint (ppt) and Excel (xls) attachments.

How can I view attachments offline in Oracle Sales CloudMobile?To view an attachment offline, you must explicitly download it to your mobile device. In the attachment list view, tap theActions menu to go into edit mode. Then, select one or more attachments to save locally and tap Done. When you clickDone, the attachment is saved locally for offline access.



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How can I share attachments with my Oracle Social Networkcontacts from Oracle Sales Cloud Mobile?In the attachment list view, tap on the action Post on OSN, then select one or more attachments, and tap Done.

Oracle Voice Application

Oracle Voice App: OverviewOracle Voice is a speech-driven mobile app that sales representatives can use to quickly update and view information abouttheir opportunities, contacts, notes, and activities. You can use Oracle Voice to do the following:

• Prepare for meetings:

◦ View relevant notes from previous meetings.

◦ See important activities, such as previous tasks and appointments.

◦ Review important opportunity information, such as revenue, close dates, and win probability.

• Wrap up meetings:

◦ Capture notes quickly.

◦ Create tasks and future appointments.

◦ Create contacts.

◦ Update opportunities quickly.

Tips:

• When you tap the microphone icon, wait for the audio cue or the blue halo around it before you start speaking.

• You can say "Help" at any time to get assistance and information about the available options.

• You can say "Home" or "Cancel" anytime to go back to the home page.

• Say "Change opportunity" or tap the header to switch the opportunity that you're working on.

Installing the Oracle Voice Application: ProcedureThis procedure shows you how to install Oracle Voice on your iPhone.

1. Download Oracle Voice to your iPhone 4+ running iOS 7 or later from the Apple App store.



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2. Start the app and tap the Settings icon.

3. Tap Setup Server.

4. Enter your company's host or server URL.

5. To determine the host URL:

a. Sign in to the Oracle Sales Cloud web based application.

b. Navigate to either Accounts or Contacts.

c. View your browser address line. Your company's host name is from the https:// to the next slash (/), forexample, https://fap0655-crm.oracle.com.

6. Enter your Oracle Sales Cloud user name and password. You can tap Save Password to save this password.

7. Tap Sign In.

How can I use the Oracle Voice app microphone withouttapping it first?To enter data quickly, you can turn on the Auto-listen setting as follows:

1. Tap the Settings (gear) icon.

2. Slide Auto-listen to On.

Auto-listen is off by default. After you turn it on, when you tap the microphone, it stays on until your entry is complete.For example, you can create a first name, last name, telephone number, and then confirm this entry without tapping themicrophone again.

If you're not ready to speak at one of those steps, then tap the microphone again to stop. Tap it again to resume. When youreturn to the home page after confirming the entry, the microphone stops.

When does Oracle Voice not understand my wordssometimes?Speech recognition is sensitive to noise, speaking styles, and accents. To improve speech recognition:

• Avoid wind noise. Try holding your phone downwind, or move to an area with less wind.

• Avoid echoes. If you're in an area that's prone to echo (such as a tunnel or formal lobby), then speak close to thebuilt-in microphone, unless you're using a high-quality Bluetooth or plugged-in external microphone.

• Avoid areas with loud background noise, especially music, singing, or shouting.

• Speak simply. For example, say "Create a note" instead of "I would like to create a note now."


Chapter 17Using Social Networking

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17 Using Social Networking

Social Networking: OverviewOracle Social Network is a secure, private social network that integrates with Oracle Sales Cloud and connects you with allyour colleagues.

You can use Oracle Social Network for:

• Discussing projects, plans, and issues in public forums, membership groups, or one-on-one.

• Reviewing and publishing files.

• Following the daily activities of the people you choose.

The real power of Oracle Social Network is how easily it integrates with common sales objects. For example, you can bringan Oracle Sales Cloud opportunity into a Conversation where you can discuss it, plan around it, and share it. You can takethe opportunity from possibility to realization without losing any of the casual and formal information that flows from all of thisactivity.

With Oracle Social Network, you and your teams have the tools you need to collaborate, capitalize on collective experience,and make informed business decisions.

Adding Oracle Social Network in Oracle Sales Cloud:OverviewAfter the administrator has enabled Oracle Social Network in your environment, adding Oracle Social Network into yourOracle Sales Cloud pages is as simple as clicking a button.



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Objects Enabled for Oracle Social NetworkTo share object records to Oracle Social Network as Social Objects, just click the Social link on a specific object record, thenclick the Join or Share button that appears.

Collaboration Capabilities in Oracle Sales Cloud:HighlightsOracle Sales Cloud Collaboration includes the following features to help you view activity stream messages and post statusupdate messages.

Oracle Sales Cloud Welcome PageAcross all Oracle Sales Cloud applications, the welcome page shows all activity stream messages:

• Opportunities and customer records that you're following

• Discussion groups you're a member of

• Updates to wikis, blogs, announcements, and so on, from the group space you're a member of.

• Connections updates

• Status updates.

• All corresponding comments and likes for any of the above activity messages



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Sales Dashboard PageThe Sales Dashboard shows activity stream messages for the following functions:





• Status updates


Customer Center Overview PageThe Customer Center Dashboard shows activity stream messages for the following functions:





• Status updates.


Posting MessagesYou can post a status update message from the Oracle Sales Cloud Welcome page. This message can be posted toeveryone, to members of a specific group space, or to members of a specific opportunity or customer sales team. You canalso post a message from an Oracle WebCenter group space. Within a group space, the same field is available for you topost a status update.

• For more information on Oracle Sales Cloud Collaboration capabilities,

See: Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces

Activity Streams in Oracle Sales Cloud: HighlightsActivity streams show a continuous view of activities from connections, actions in group spaces, and other business activities.For example, you might see that specific users have created, edited, or deleted specific business objects, and you can useactivity streams to access more information about that user or object. Additionally, similar to social networking Web sites, theactivity stream displays messages that other users want to broadcast.

Activity Stream is an Oracle WebCenter feature, available in Oracle Sales Cloud on the Welcome dashboard and various otherlocations within and outside the context of spaces. The types of activities that are tracked vary depending on each ActivityStream region.

Activity Stream SecurityYou'll only see activity stream messages if you are:

• Following the opportunity or customer record (specific to Oracle Sales Cloud).



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• A member of a discussion group who is involved with a discussion entry associated to an opportunity or customerrecord. In this case, you will receive an activity stream message for create, read, update, and delete operationsabout the discussion. The events tracked for opportunities are different from the ones tracked for customers.

• Connected to specific users.

See: "Tracking Your Connections' Activities" in Oracle Fusion Middleware User's Guide for Oracle WebCenterSpaces.

• A member of a group space.

Activity Stream TrackingYou can start receiving activity streams for opportunities or customer records by clicking Follow on the Opportunity orCustomer Edit page. The system displays the activity stream for changes to the records that you are following. When usingactivity streams, note the following points:

• You can stop receiving activity stream messages for opportunities or customer records by unfollowing theopportunity or customer record. Hover your mouse over the message and click Unfollow.

• You can hide updates to connections by hiding the person. You can also hide the activity stream messages from thegroup spaces that are associated to the opportunity or customer record.

• To view or unhide the connection or group space, click the Options link to see a list of connections or group spacesthat are hidden. If you unhide them, the system displays the connections or group space activity stream messagesagain.

• When an activity stream message is displayed, it contains hyperlinks to the user who updated the record. Clickingthat user's name returns the user's Profile page. If the activity stream is for an opportunity record, then the hyperlinkis to that opportunity record. If you click an opportunity name, then the application returns the Opportunity Edit page.If the activity stream is for a customer record, then the hyperlink is to that customer record. If you click a customername, then the application opens the Customer Edit page.

Activity Stream Likes and Comments• For information on liking and commenting in an activity stream,

See: "Liking, Commenting On, and Sharing Objects" in Oracle Fusion Middleware User's Guide for OracleWebCenter Spaces.

Activity Stream and Oracle WebCenter SpacesActivity streams are described fully in the Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces. As you readthat guide, note the following points:

• Although the guide describes activity streams only in the context of spaces, in Oracle Sales Cloud activity streamswork similarly outside of spaces.

• The scope of what is potentially tracked in activity streams is different from what is described in the guide. Manytypes of activities are specific to Oracle Sales Cloud.

• The exact navigation or user interface in Oracle Sales Cloud might differ from what is described in the guide. Ignoreany subject matter that is specific to Oracle WebCenter Spaces.

See: "What You Should Know About Activity Stream" in Oracle Fusion Middleware User's Guide for OracleWebCenter Spaces.

Using ProfilesIn an activity stream message, click a person's name or picture to open the Portrait tab. This tab provides general informationabout that person, such as contact information and areas of expertise. Click on your own name or picture to display the My



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Portrait tab, showing more detailed, human resources-related information about you, such as your professional developmentgoals.

• For more information about profiles,

See: "Configuring Profile" in Oracle Fusion Middleware User's Guide for Oracle WebCenter Portal: Spaces.

Related Topics• Setting Up Activity Streams in Oracle Sales Cloud

Discussion Forums in Oracle Sales Cloud: HighlightsDiscussion forums let teams collaborate on opportunities and customer records. Everyone who is part of an opportunity orcustomer team can post and reply to discussions. If you're a member of an opportunity or customer team, an activity streammessage notifies you when someone posts a new discussion entry or replies to an existing discussion.

As a member, you can drill into a discussion to read all replies, watch the forum where discussions are created, and accessthe group space to view, edit, reply to, and create your own discussions. You can also create and participate in text-baseddiscussions with other users within the scope of specific business objects, an application, or a space. For example, using theuser assistance features, you can post questions or comments regarding topics covered by a specific help file and view postsfrom other members regarding the same help.

The Discussions feature is an Oracle WebCenter service used within and outside of spaces in Oracle Sales Cloud.Discussions are fully described in the Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces. As you read thatguide, note the following points:

• In Oracle Sales Cloud, discussions can exist outside of spaces. Content that is specific to spaces applies to spaceswithin Oracle Sales Cloud, but discussions work similarly outside of spaces.

• Various user interfaces, or task flows, are described in the guide. The interfaces and flows that are available to youdepend on the pages that you can access.

Setting Up and Using Discussion ForumsModerators can create discussion forums where members can view and participate in topics and threads. Set up and usediscussion forums in the following ways:

• Edit Opportunity page: Enabling discussion forums is available only to users with full access to the opportunity. Toenable a discussion forum for an opportunity, click an opportunity name. In the Edit Opportunity page's Summaryregion, check the Show Discussions and Wiki check box and then save. This option creates discussions and wikisfor the opportunity, and a Discussions tab in the Additional Details region of the Edit Opportunity page. After youenable discussions, you cannot disable them. When a discussion is enabled on the opportunity, anyone with aminimum of View access on the opportunity can contribute to it.

• Opportunity Management: In each opportunity record the Discussions tab is available in the Additional Details region.You can create and associate new group spaces to the opportunity record and to the user Discussions featureunder the group space.

• Customer Center: For each customer record, the Discussion Forums link is displayed in the Customer Center region.No setup is necessary.

• Global group space: At the global navigation level, click the Spaces link, then Create. When you create a space,choose the Discussion template. You can navigate to the space, add members, create pages, and uploaddocuments.

See Also• For more information about discussion groups,

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Blogs in Oracle Sales Cloud: HighlightsBlogs (web logs) are typically personal records of an individual user's experience and opinions. In Oracle WebCenter Spacesyou can create blogs to group related posts, such as topics by the same author or related subjects.Blogs contain one or more posts, with the most recently added post displayed at the top. In a Blog page style mode,the Archives pane on the right provides controls for navigating to posts. Posts are categorized automatically by year andsubcategorized by month, including numbers that indicate the total number of posts created each month and year.Click any month to display all posts created during that month. You can view all posts available in a blog, regardless of themonth or year they were created, by clicking the View All link. If there are more posts than can be displayed on one page,use the Next and Previous buttons to navigate through the list.

See Also• For more information on blogs, see the following document.


Wikis in Oracle Sales Cloud: HighlightsIn Oracle WebCenter Spaces, you can create and manage wiki documents by using the Documents service.

A wiki is a web site of interlinked web pages that allows members of a group to create and edit the web pages in a webbrowser. Members of a group who have the appropriate permissions can add and edit information and share it among thegroup. Wikis are available through Sales Cloud References and Competitors.

To support the wiki functionality, the Documents service stores all wiki documents on Oracle Content Server. The OracleContent Server must be set up.

Enabling Discussions and Wikis in OpportunitiesThe option to set up wikis is available only to users at the level of Full access.

• To enable a wiki for an opportunity, click an opportunity in the Opportunities overview page.

• In the Edit Opportunity page's Summary region, check the Show Discussions and Wiki check box and then save.

• This option creates wikis for the opportunity and a Wiki tab about competitors. When a wiki is enabled on theopportunity, anyone with a minimum of View access on the opportunity can contribute to it.

• After you've enabled a wiki, you cannot disable it.

See Also• For more information about wikis, see the following document.




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Group Spaces in Oracle Sales Cloud: HighlightsYou use group spaces to bring people together in a virtual environment for ongoing interaction and information sharing,enabling the formation and support of social networks.Your team can use group spaces to collaborate through discussions, in the context of an opportunity or customer record,and to create new wikis. You can also create a new group space and use available features, such as discussions, blogs,wikis, and announcements. Group spaces support the collaboration of project teams and communities by providing adedicated area for relevant services, pages, and content, and by supporting the inclusion of specified members. When amember invites you to join a space, you receive a notification.

Accessing Group SpacesYou can access group spaces by the Spaces link in the global navigation area. From there, you can access the existingpublic group spaces or the group space you're a member of. From within the Edit Opportunity page of an opportunityrecord, you can also access an existing group space or create a new group space. After you have access to a group space,you can do the following:

• Select and add an existing group space from an available list. Everyone who has access to the opportunity recordcan use the features available in the selected group spaces.

• Create and link a group space: You can create new group spaces using existing group spaces templates. Everyonewho has access to the opportunity record can use the features available in the newly created group space.

Embedding Group Space WidgetsTo embed group space widgets, do the following:

• When embedded discussions and wikis already exist, display the Discussions tab and Wikis tab with existingembedded content by checking the Discussions and Wikis check box. Forums and wikis are created for that objectinstance using the group spaces template that was specified in the first profile option. The Discussions and Wikistabs appear in the object instance for the newly created widgets. For opportunities, you must have Full access to theopportunity.

• To hide the Discussions and Wikis tabs with existing embedded content, uncheck the Discussion and Wikis checkbox. For opportunities, you must have Full access to the opportunity.

Group Spaces and Oracle WebCenterFor more information on group spaces, see the Oracle Fusion Middleware User's Guide for Oracle WebCenter. As you readthat guide, note the following points:

• Disregard content that is specific to the Oracle WebCenter Spaces application, for example the home space.Although there is no home space in Oracle Sales Cloud, many of the features within the home space are alsoavailable in Oracle Sales Cloud.

• You access spaces in Oracle Sales Cloud differently from the instructions in the guide. In Oracle Sales Cloud, youcan use the Spaces link in the global area or on pages where available, as well as the Spaces dashboard.

See: Oracle Fusion Middleware User's Guide for Oracle WebCenter



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Tags in Oracle Sales Cloud: HighlightsTags categorize business objects in Oracle Sales Cloud with your own keywords.

You can share tags so that anyone searching or browsing for items can find them based on common tags. For example,members collaborating on a project can tag all related work with a particular term. Although tags are available to anyone whohas access to the item, you can designate them as private when you create them.

The tags feature is an Oracle WebCenter service.

Tags are fully described in the Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces. As you read that guide,be aware of the following points:

• You should disregard discussions specific to the Oracle WebCenter Spaces application, for example theapplication's global search.

• Although the guide describes tagging Oracle WebCenter pages and documents, in Oracle Sales Cloud you tagspecific business objects.

• Not all tag features are available in Oracle Sales Cloud, for example the Tags and Similarly Tagged Items userinterfaces.

Understanding TagsTags are available from the Tags icon, the Tag Center dialog box, and in Oracle Sales Cloud from applicable Oracle SalesCloud search results. The search considers tags in finding matching results. The search results do not indicate the number oftimes a particular tag was applied, and not all searches retrieve private tags. You can access the Tag Center dialog box fromthe global area or other places in Oracle Sales Cloud, for example in the user assistance features. The Tag Center shows alltags, not only those relevant to what you are working on. For example, the tag center in the user assistance feature displaysall tags, not only the tags for help files. Use tags to do the following actions:

• Use the tag icon to tag specific business objects. Read only the step that describes the fields you enter to tag anitem.

• Browse and search for items using tags in the Tag Center dialog box. Disregard instructions about how to open thetag center.

• For more information about tags,

See: "Understanding the Tag Center" in Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces

See: "Working with Tags and Tagged Items in the Tag Center" in Oracle Fusion Middleware User's Guide for OracleWebCenter Spaces

See: "Tagging Application Pages" in Oracle Fusion Middleware User's Guide for Oracle WebCenter Spaces

FAQs for Using Social Networking

How can I share information with sales colleagues usingOracle Social Network?Using Oracle Social Network conversations, you can tie collaborative discussions to a particular Oracle Applications Cloudobject, even if some or all of the participants in the conversation don't have access to Oracle Applications Cloud. Oracle



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Social Network makes it easy to collaborate with colleagues who can share their knowledge or information about a particularobject so you can be prepared with the most up to date data.

Objects you can tie conversations to include:

• Accounts

• Activity centers

• Contacts

• Households

• Leads

• Opportunities

• Partner accounts

The following example shows how to use Oracle Social Network to share information. The example is common to all objecttypes, though the specifics might vary slightly by object.

1. Click the Social link to open Oracle Social Network.

2. Click Share if the object hasn't already been shared, or Join to join the object. You can also add members to thewall, and post messages to the wall associated with the object.

3. Click New Related Conversation to create a new conversation about the object.

4. Add your knowledgeable colleagues to the conversation.

5. Post your questions to the conversation, and add follow-up flags to let your colleagues know you're waiting for theirresponses.

6. When your colleagues respond (perhaps with Word documents or other useful files), you can annotate these fileswith additional questions and comments if necessary and then set another follow-up flag to alert your colleaguesthat you've updated them.

7. Continue the collaboration in the conversation as long as you need further details. If you need additional information,you can add more colleagues.

If you see the Social link in a Sales Cloud object, that's your cue that social networking features are available for thatparticular object.

NoteOracle Social Network integration is only available with Oracle Cloud deployments.

Related Topics

• What does social networking have to do with my job?

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How can I share opportunity information with sales colleaguesusing Oracle Social Network?Using Oracle Social Network conversations, you can tie collaborative discussions to a particular Oracle Applications Cloudopportunity, even if some or all of the participants in the conversation don't have access to Oracle Applications Cloud. OracleSocial Network makes it easy to collaborate with colleagues who can share their knowledge or information about a particularopportunity so you can be prepared with the most up to date data.

For example, suppose you are a sales representative who needs more information about the way regulations work in aparticular territory, so you want to seek additional information from colleagues with knowledge of that territory. To do this:

1. Click the Social link to open Oracle Social Network.

2. Click Share if the opportunity hasn't already been shared, or Join to join the opportunity. You can also addmembers to the wall, and post messages to the wall associated with the opportunity.

3. Click New Related Conversation to create a new conversation about the opportunity.

4. Add your knowledgeable colleagues to the conversation.

5. Post your questions to the conversation, and add follow-up flags to let your colleagues know you're waiting for theirresponses.

6. When your colleagues respond (perhaps with Word documents or other useful files), you can annotate these fileswith additional questions and comments if necessary and then set another follow-up flag to alert your colleaguesthat you've updated them.

7. Continue the collaboration in the conversation as long as you need further details. If you need additional information,you can add more colleagues.

If you see the Social link in an opportunity, that's your cue that social networking features are available for that particularobject.

NoteOracle Social Network is currently available in Cloud implementations only.

Related Topics• What does social networking have to do with my job?

How can I use social collaboration features to drive salesactivity on my team?Using Oracle Social Network conversations, you can tie collaborative discussions to a particular Oracle Applications Cloudobject. You can do this even if some or all of the participants in the conversation don't have access to Oracle ApplicationsCloud. Oracle Social Network conversations let you make sure that your team is sharing information with each other, andbringing in other colleagues with relevant experience to add their knowledge to the discussion.

For example, suppose you are a sales manager who wants to encourage collaboration among both your team and any otherpeople at your company who can provide information. To do this:

1. Review your team's conversations, and identify any issues that they might need help with.




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2. Add colleagues, both in your group and in other areas, who have knowledge about these issues.

3. If necessary, add documents to the conversation to update your newly added colleagues about the issue.

As another example, you notice that one of your team's sales accounts hasn't had any activity for two months, and you knowthat there's a new product that might be a good fit for the customer. To facilitate collaboration:

1. Start a private conversation with a member of the product team to discuss the product and how well it meets thecustomer's needs.

2. Schedule a meeting between you, the product team member, and the salesperson.

3. You and the other participants can post files, such as a slide deck, to the conversation for review prior to themeeting.

4. Participants can annotate the files with additional or updated information both before and after the meeting.

NoteOracle Social Network is currently available in Cloud implementations only.

Related Topics

• What does social networking have to do with my job?




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Chapter 18Using Sales Lightbox

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18 Using Sales Lightbox

Sales Lightbox: OverviewWith Sales Lightbox, you can do the following:

• Browse presentations represented by thumbnails that other users have shared.

• Search for titles, content, or properties that contain the word or text in slides or presentations that you own or thatare shared with you by other users.

• Assemble new presentations using existing slides and presentations.

• Download presentations.

• Upload presentations.

• Share your uploaded slides and presentations with accounts, opportunities, and individuals.

NoteThe presentation library supports the Open XML file format (PPTX). If you install the Microsoft Office CompatibilityPack, and save a presentation in the Open XML format (PPTX 2007), then those presentations are fully compatiblewith Sales Lightbox.

The presentation library contains the following views:

• My Presentations. Displays all presentations that you own. This includes presentations that you have uploadedand all the presentations that were shared with you by other users. Documents can be shared with or without jointownership.

• Shared Presentations. Displays all presentations that you own, and all the presentations that are shared with you byother users.

• All Presentations. Displays all the presentations uploaded by all users, including all presentations that belong to theadministrator.

NoteYou must be an administrator to access the All Presentations view.

All views display the slides and presentations in the order they were uploaded, with the most recently uploaded presentationor slide appearing first.

You can view the properties for each presentation by clicking the right arrow icon located at the bottom right of the coverthumbnail. The following properties are displayed:

• Presentation Name. Fully qualified name of presentation.

• Slides. Number of slides in the presentation.



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• Owner. Name of presentation owner.

• Uploaded. Date on which the presentation was uploaded.

• Version. Current version number of presentation.

• Downloads. Number of presentation downloads.

• Shares. Number of presentation shares

• Views. Number of presentation views.

Managing Your Cart: ExplainedYou use the cart to assemble a collection of slides that are available to you and to download the cart contents as a singlepresentation to your local computer. You must have the Download User Document privilege to download slides andpresentations.

When using the cart to download presentations and slides, consider the following:

• Adding a Presentation to the Cart

• Adding a Slide to the Cart

• Removing Slides from the Cart

• Emptying the Cart

• Downloading Slides from the Cart

• Arranging the Slide Order in the Cart

Adding a Presentation to the CartTo add all the slides of a presentation to the cart, do the following:

1. In the My Presentations or Shared Presentations views, locate the presentation you want to add to the cart.

2. Do one of the following:

◦ Click the plus sign (+) icon located at the top center of the thumbnail to add the presentation to the cart.

◦ Click the Actions menu and select Add to the Cart from the menu.

Adding a Slide to the CartTo add a slide to the cart, do the following:

1. In the My Presentations or Shared Presentations views, open the presentation that contains the slide you wantto add to the cart.



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◦ Click the plus sign (+) icon located at the top center of the slide that you want to add to the cart.

◦ Click the Actions menu and select Add to the Cart from the menu.

3. Click Done to return to the My Presentations or Shared Presentations views.

The number of slides you have added to your cart is indicated on the Cart button. If you add a slide to the cart, and if theslide's corresponding presentation is deleted, then the slide remains in the cart but the slide properties are unavailable.

Removing Slides from the CartTo remove a slide from the cart, do the following:

1. Click Cart and find the slide you want to remove.


◦ Click the minus sign (-) icon located at the top center of the slide that you want to remove from the cart.

◦ Click the Actions menu and select Remove from the menu.


The current number of slides you have in your cart is indicated on the Cart button.

Emptying the CartTo empty the cart, click Cart and then click Clear Cart.

Downloading from the CartTo download all slides from the cart into a single presentation and to download them to your computer's local drive, do thefollowing:

1. Click Cart to open the cart.

2. Click Download to assemble all the slides in the cart into a single presentation and to download them to yourcomputer's local drive.


◦ In the File Download window, click Save to save the presentation to your computer's local drive.

◦ In the File Download window, click Open to open the presentation in Microsoft PowerPoint and then save thepresentation to your computer's local drive.

When the presentation is saved and the download is complete, the Downloaded property for each slide isupdated. After the cart contents are downloaded, the slides remain in the cart until you remove them.




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Arranging the Slide Order in the CartTo change the order in which the slides appear in the cart, do the following:

1. In the cart, find the slide you want to move.


◦ Click the Actions menu and select Move Left or Move Right from the menu.

◦ Click the left or right arrow located at the top center of the thumbnail.


Downloading a Presentation: ProcedureYou can download a presentation that is shared with you, or you can download slides that you added to your cart, to yourlocal computer. You must have the Download User Document privilege to download shared presentations to your computer.

You can download a presentation from the following locations:

• The All Presentations view

• The Shared Presentations view

• The My Presentations view

• The Cart


Downloading Presentations from the Presentations ViewsThe following procedure describes how to download presentations from the All Presentations, Shared Presentations and MyPresentations views.

1. In the My Presentations or All Presentations views, click the Actions menu and select Download from themenu.




When the presentation is saved and the download is complete, the Downloaded property for each slide is updated.



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Downloading Slides from the CartThe following procedure describes how to assemble all slides in the cart into a single presentation and to download them toyour computer's local drive.

1. Click Cart to open the cart.

2. Click Download to assemble all the slides in the cart into a single presentation and to download them to yourcomputer's local drive.




When the presentation is saved and the download is complete, the Downloaded property for each slide is updated. After thecart contents are downloaded, the slides remain in the cart until you remove them.

Opening a Presentation: ProcedureYou can open your presentations from the My Presentations view, or you can open a presentation that another user hasshared with you from the Shared Presentations view.

Opening a PresentationThe following procedure describes how to open a presentation.

1. In the My Presentations or Shared Presentations views, find the presentation you want to open.

You can also locate a presentation by performing a search. Presentations are listed in the chronological order theywere uploaded.


◦ Click the Action menu and select Open from the menu.

◦ Click the presentation name link under each thumbnail.

◦ From search results, click the presentation name or thumbnail.

Searching for a Presentation: ExplainedYou can search for titles, content, or properties that contain the word or text in slides or presentations that you own or thatare shared to you by other users. When searching for a newly uploaded slide or presentation, as soon as a file is uploadedand processed, it is available in the search results.



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When performing a search, consider the following:

• Searches are not case sensitive. For example, searching for America returns the same results as searching foraMERICA.

• The search returns partial word matches. For example, if you search for Mas, titles, content or properties containingthe words Masterson, Master, and Mask are found.

• Use the percent sign (%) as a wildcard at the beginning of a string. For example, if you perform a search for %logic,this will return all presentations and slides containing exalogic, prologic, and so on.

• You can search for titles, content, or properties that contain special and accented characters such as ampersands(&).

• The order of keywords within the search string is irrelevant. All keywords must match, to match the search string totext in file titles and file content (slides and pages). The Boolean AND operator is implicit; that is, you do not enterthe Boolean AND operator in your search string; it is automatically inserted between each keyword (or betweenkeywords and phrases) in the search string.

• From the search results, you can add a slide or presentation to the cart.

• If you are the document owner or administrator, or if you have the DeleteUserDocument privilege, you can delete apresentation from the search results.

Searching for a Presentation: ProcedureYou can search for titles, content, or properties that contain the word or text in slides or presentations that you own or thatare shared to you by other users. When searching for a newly uploaded slide or presentation, as soon as a file is uploadedand processed, it is available in the search results.

Searching for a PresentationThe following procedure describes how to search for a slide or presentation containing a specific word or text.

1. On any view, click the magnifying glass icon located at the top-right of the screen.

2. Enter the text that you want to find in the search field, and press Enter or click Search.

3. Click the slide or presentation, or the slide or presentation name to open the document.

The search results remain available until you perform a new search in your current session.

Uploading a Presentation: ExplainedYou upload presentations that you want to share with other users, or if you want to share a presentation with a potential salesopportunity or with other users. You can only upload a presentation if you are assigned the Upload User Document privilege.

When you upload a presentation, you see the following behavior:

• If the presentation uploads successfully, then a thumbnail image appears on the My Presentations view afteryou refresh the application. After an initial upload, a placeholder thumbnail appears and post-upload processingcontinues. You can continue to work during this time.



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• An error message appears if uploaded file is not a valid PPTX file.

• After the initial file upload, post-upload processing extracts thumbnails, performs a virus check on the uploadedfile, and so on. A confirmation message appears if the presentation has successfully uploaded. When the uploadis complete, refresh the application to see a thumbnail of the first slide in the presentation, and to access thepresentation. .

• If post-upload processing fails, and if a preferred notification method has been configured for you, for example, emailnotifications, then you receive a message explaining that an error occurred. If this happens, you must contact yourSystem Administrator. Any presentation that fails the post-upload process is removed from the My Presentationsview.

• If you log out during an upload, then post-upload processing continues normally, and the presentation that wasuploading might successfully appear the next time you log in.

Related Topics• Uploading a New Presentation: Procedure

Choosing a Slide as a Cover Thumbnail: ExplainedTo quickly identify the contents of your presentation, you must select a slide that you want to display as the cover thumbnailfor a presentation that you own or that you can view.

Before you choose a slide as a cover thumbnail, consider the following:

• If you do not select a cover thumbnail, then a default cover thumbnail is assigned. The default cover thumbnail iseither the last slide used as a cover thumbnail or the first slide in the presentation.

• If you explicitly select a cover thumbnail for a presentation once, then the cover thumbnail remains the same unlessyou explicitly change it again.

• If you are the owner of the document and select the cover thumbnail, then the cover you selected becomes thecover thumbnail for you and for all other users with whom this document is shared, who have not explicitly chosentheir own cover thumbnail.

• If you own a document jointly with other users, and you and a second user have changed the cover thumbnail fromthe default cover, then all other document owners who have not selected a new cover will see the most recentlyselected thumbnail as the new cover.

Choosing a Slide as a Cover Thumbnail: ProcedureTo quickly identify the contents of your presentation, you must select a slide that you want to display as the cover thumbnailfor a presentation that you own or that you can view.

Choosing a Slide as a Cover ThumbnailThe following procedure describes how select a slide that you want to display as the cover thumbnail for a presentation.

1. On the My Presentations view, open the required presentation.

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2. Click the star icon on the target slide to set the slide as the cover thumbnail.

When a cover thumbnail is selected, the star icon located on the top right corner of the slide changes color toyellow.

Sharing a Presentation

Sharing a Presentation: Points to ConsiderYou can use one of the following four options in the Actions menu to share your presentations:

• Share Content with Opportunity

• Share Content with Account

• Share Content with User

• Share Content with User as Joint Owner

Share Content with Opportunity OptionYou can search for an opportunity and attach a copy of a presentation to your selected opportunity. If you make any changesto the presentation after you share it with an opportunity, this does not affect the shared document. You can only share apresentation with an opportunity if you have permission to access Oracle Sales Opportunities.

Share Content with Account OptionYou can search for an account and attach a copy of a presentation to your selected account. If you make any changes to thepresentation after you share it with an account, the shared document is not affected. You can only share a presentation withan account if you have permission to access Oracle Sales Accounts.

Share Content with User OptionYou can share a presentation with another user without granting joint ownership. The following table indicates what actionsthe other user can perform when the presentation is shared. All presentations that are shared without joint ownership areavailable in the user's Shared Presentations view.

Actions User Permission?

View Presentation

Yes

Download Presentation

Yes

Update Presentation

No

Share Presentation with Ownership

No



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Share Presentation without Ownership

Yes

Delete Presentation

No

Share Content with User as Joint Owner OptionIf you own a presentation, you can share it with a user and grant joint ownership to that user. The following table indicateswhat actions the other user can perform when the presentation is shared with joint ownership. All presentations that areshared with joint ownership are available in the user's My Presentations view.


View Presentation

Yes

Download Presentation

Yes

Update Presentation

Yes

Share Presentation with Ownership

Yes

Share Presentation without Ownership

Yes

Delete Presentation

Yes

Sharing a Presentation with an Opportunity: ProcedureYou can search for an opportunity and attach a copy of a presentation to your selected opportunity. If you make any changesto the presentation after you share it with an opportunity, this does not affect the shared document. You can only share apresentation with an opportunity if you have permission to access Oracle Sales Opportunities.

You can share a presentation with an opportunity from the following locations:



Sharing a Presentation with an OpportunityThe following procedure describes how to share presentations with an opportunity.

1. In the My Presentations or Shared Presentations views, click the Actions menu and select Share Contentwith Opportunity.



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2. In the Search and Select window, enter the opportunity name in the Name field and click Search.

You can also search for an opportunity using other information, such as account name, in the search fields.

3. From the search results, select the opportunity with whom you want to share the presentation and click OK.

Sharing a Presentation with a User: ProcedureYou can search for a user and share the presentation with your selected user, which then displays on that user's SharedPresentations view. If you make any changes to the presentation after you share it with a user, these changes are visible toall users with whom the document has been shared. You can only share a presentation with a user that has access to SalesLightbox, and if the presentation owner has granted you joint ownership.

You can share a presentation with a user from the following locations:



Sharing a Presentation with a UserThe following procedure describes how to share presentations with a user.

1. In the My Presentations or Shared Presentations views, click the Actions menu and select Share Contentwith User.

2. In the Search and Select window, enter the user name in the Name field and click Search.

You can also search for a user using other information, such as email address, in the search fields.

3. From the search results, select the user with whom you want to share the presentation and click OK.

Sharing a Presentation with a User as Joint Owner: ProcedureIf you own a presentation, you can search for a user and grant that user joint ownership of the presentation. If you makeany changes to the presentation after you share it with a user, these changes are visible to all owners with whom thedocument has been shared. When you share a document with a user with joint ownership, that user is allowed to update thatdocument. You can only share a presentation with a user as joint owner if the user has access to Sales Lightbox, and if thepresentation owner has also granted you joint ownership.

If you own a presentation, you can share it with a user as joint owner from the following locations



Sharing a Presentation with a User as Joint OwnerThe following procedure describes how to share presentations with a user as joint owner.

1. In the My Presentations or Shared Presentations views, click the Actions menu and select Share Contentwith User as Joint Owner.



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2. In the Search and Select window, enter the user name in the Name field and click Search.

You can also search for a user using other information, such as email address, in the search fields.

3. From the search results, select the user with whom you want to share the presentation and click OK.

Sharing a Presentation with an Account: ProcedureYou can search for an account and attach a copy of a presentation to your selected account. If you make any changes to thepresentation after you share it with an account, the shared document is not affected. You can only share a presentation withan account if you have permission to access Oracle Sales Accounts.

You can share a presentation with an account from the following locations:



Sharing a Presentation with an AccountThe following procedure describes how to share presentations with accounts.

1. In the My Presentations or Shared Presentations views, click the Actions menu and select Share Contentwith Account.

2. In the Search and Select window, enter the account name in the Name field and click Search.

You can also search for an account using other information, such as address, in the search fields.

3. From the search results, select the account with whom you want to share the presentation and click OK.

Updating and Deleting Presentations

Updating a Presentation: ExplainedYou can update an existing presentation with a newer version. For example, you might have already shared a salespresentation with other users, but you want to replace the original presentation with a version containing newer data. You canonly update an existing presentation if you are the presentation owner, and if you are assigned the Upload User Documentprivilege.

When you update a presentation, you see the following behavior:

• During post-upload processing, the placeholder thumbnails and search terms remain the same for the newerpresentation. You can continue to work during this time.

• If you are updating a presentation while another user wants to use the presentation, for example, to add thepresentation to the cart, to share the presentation, the other user can do so safely and the current version of thepresentation is used.



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• When you are updating a presentation, any search results for that presentation will display the previous version of thepresentation.

• If you are updating a presentation when another user is updating or deleting the presentation as a joint owner, thenthe other user is informed that an update is in progress, and to try later.

• While the update is in progress, the presentation properties panel is available.

• While the update is in progress, other users can open the previous version of the presentation.

• If you decide to update a presentation with a presentation that has a different name than the original presentation,then the name of the original presentation is kept, and only the presentation slides are updated.

After you update presentations, you see the following behavior:

• If the presentation is successfully updated, then the presentation displays as the first document in the list.

• If the presentation fails to update, then the existing version remains in place and you receive an email notificationconfirming that the update failed.

• The cover thumbnail for the new presentation is determined by the previously selected cover thumbnail. Forexample, if slide number 5 was the previous cover thumbnail, then slide number 5 is also selected for the newpresentation. If the slides are re-ordered, then a different cover thumbnail is displayed.

• If the number of slides in a presentation is modified, then the thumbnail for the first slide is the cover thumbnail.For example, if slide number 20 was selected as the cover thumbnail for the previous presentation, but the newpresentation only contains 10 slides, then the thumbnail for the first slide is the cover thumbnail for the presentation.

• When the presentation is fully updated, the Version and Uploaded properties are updated accordingly.

• The presentations remain shared and the ownership remains shared with other users.

• Each time you update a specific presentation, the presentation is listed at the start of the presentation list in the MyPresentations view.

Updating a Presentation: ProcedureYou can update an existing presentation with a newer version. For example, you might have already shared a salespresentation with other users, but you want to replace the original presentation with a version containing newer data. You canonly update an existing presentation if you are the presentation owner, and if you are assigned the Upload User Documentprivilege.

Updating a PresentationThe following procedure describes how to update a presentation.

1. In the My Presentations, locate the presentation you want to replace and update.

2. On the Actions menu, click Update.

3. Click Choose File.



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4. Select the updated presentation you want to upload from a location on your computer.

5. Click Open and Upload.

When the update is complete, refresh the application to see the new thumbnails for the presentation, and to access thepresentation.

Deleting a Presentation: ExplainedYou can delete a presentation if you are the presentation owner and if you have the DeleteUserDocument privilege. Thisprivilege allows you to delete presentations that you uploaded, or presentations to which you have been assigned ownership.When you delete a presentation, it is no longer available to others in their My Presentations view. Administrators can deleteany presentation.

If you shared the presentation with other users who are currently working with the presentation you deleted, one of thefollowing scenarios might occur:

• If you are browsing through presentation library that includes a deleted presentation, the deleted presentation will notbe available when the page is refreshed.

• If you are browsing through a presentation that has been deleted since you started browsing, when you scroll to thenext set of slides, a warning message indicates that the presentation has been deleted. You are then returned to theview prior to opening the presentation, for example, the Shared Presentations view.

• If you are browsing through a presentation that has been deleted since you started browsing, and if you click ShowSlide Properties or another menu option, then a warning message indicates that the presentation has been deleted.You are then returned to the view that was active prior to opening the file, for example, the Shared Presentationsview.

• If you have already added slides from a deleted presentation to the cart, the thumbnail images of the slides remainvisible and available for you to view and to download from the cart until they are manually removed from the cart, oruntil the cart is cleared. However, the slide properties are unavailable for the deleted slides.

• If you try to directly download a deleted presentation from the Actions menu or from one of the views, a warningmessage indicates that the presentation has been deleted and the presentation is not downloaded.

• If a deleted presentation, or a deleted slide from that presentation, is displayed in search results and you attempt toselect or open that presentation or slide, then a warning message indicates that the presentation, or slide, has beendeleted. You cannot interact further with the search result item.

Deleting a Presentation: ProcedureYou can delete a presentation if you are the presentation owner and if you have the DeleteUserDocument privilege. Thisprivilege allows you to delete presentations that you uploaded, or presentations to which you have been assigned ownership.When you delete a presentation, it is no longer available to others in their My Presentations view. Administrators can deleteany presentation.

Deleting a PresentationThe following procedure describes how to delete a presentation.

1. In the My Presentations or All Presentations views, locate the presentation you want to delete.



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2. Click the Actions menu and select Delete from the menu.

3. Click Yes to confirm the deletion.



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Glossary

adjusted forecast

Total forecast for all revenue items that meet forecast criteria plus a salesperson's adjustment amount, which can be apositive or negative number.

briefing book

A collection of static or updatable analyses or dashboard pages that you can download, print, and share with others.

competitor

An organization that competes with the deploying organization in sales situations.

deal size

Total monetary amount the customer is expected to spend.

desktop user interface

A user interface that's optimized for extended periods of use with monitors.

forecast due date

The date after which the forecast changes from current status to past status and no changes can be made to the forecast.

infolet

A small, interactive widget on the home page that provides key information and actions for a specific area, for example socialnetworking or your personal profile. Each infolet can have multiple views.

internal expert

Experts within your company who have previous experience with a specific competitor.

lead rank

A configurable set of values such as hot, warm, or cool used to prioritize leads for lead qualification and sales engagement.

overlay territory

A territory, usually owned by an internal employee, whose team supports the sales activities within the territory boundaries.Overlay territories often overlap with one or more prime or other overlay territories.

prime territory

A territory that is usually owned by an internal employee who is directly responsible for sales within the territory boundaries.Prime territories aim to assign sales representatives to each region where potential customers are located.


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qualified lead

A qualified lead is one where the lead qualification status has been updated to qualified. Generally, a lead is consideredqualified and ready for conversion to a sale when the need, purchase interest, and budget are confirmed.

request call back

A marketing response form that can be inserted into an e-mail. E-mail recipients can click the link to request a call back.

sales campaign

A sales campaign enables a salesperson to target customer contacts by e-mail in a personalized campaign, using marketinggenerated collateral.

simplified user interface

A user interface that's optimized for performing quick and frequent tasks on any device.

springboard

The grid of icons on the home page or the strip of icons above all simplified pages. Use the icons to open pages.

subscribe to list

A marketing response form that can be inserted into an e-mail. E-mail recipients can click the link to add themselves to thesubscription list associated with a marketing treatment.

subscription confirmation request

A marketing response form that can be inserted into an e-mail. When e-mail recipients click the link, a second e-mail is sent,requesting them to confirm their intent to subscribe to a list.

SWOT

Abbreviation for strengths, weaknesses, opportunities, and threats. SWOT analyses score the strengths, weaknesses,opportunities, and threats of a sales competitor, as compared to the selling company.

territory freeze date

The date after which forecasting stops accepting territory hierarchy changes for the scheduled forecast and forecastingactivities can begin.

unadjusted sales forecast

The unadjusted forecast is the total forecast for all revenue items that meet forecast criteria and that have close dates fallingwithin the forecast period. The unadjusted number excludes any adjustments made to individual forecast items.

unsubscribe confirmation request

A marketing response form that can be inserted into an e-mail. When e-mail recipients click the link, a second e-mail is sent,requesting them to confirm their intent to unsubscribe from a list.

unsubscribe from list

A marketing response form that can be inserted into an e-mail. E-mail recipients can click the link to remove themselves fromthe subscription list associated with a marketing treatment.