TABLE OF CONTENTS

UPDATE 20A ···························································································································································································································· 4

Revision History ···················································································································································································································· 4

Overview ···································································································································································································································· 4

CX Foundation ························································································································································································································ 5

CRM Common Components ··················································································································································································· 5

Support for Account, Contact, Lead, Opportunity, and Activity in Notification Preferences ···························· 5

Accounts, Contacts, and Households ································································································································································ 5

Primary Address Stays on Top of Address List ································································································································ 5

Capture More Data by Extending the Business Plans Page in Accounts ········································································ 5

Calendar and Activities ······························································································································································································· 5

Leverage Installed Base Assets to Manage Activities More Efficiently ············································································ 5

Customer Data Management ················································································································································································· 6

Test Duplicate Resolution Requests ······················································································································································· 6

Transfer Attachments from Duplicates to Master Record During a Merge ·································································· 6

Configure Group, Organization, and Person Work Areas in Application Composer ··············································· 6

Workspace and Adaptive Search ·········································································································································································· 6

Access Workspace Data Offline ································································································································································· 6

Include Workspace Saved Searches as Actionable Infolet Filters ························································································ 6

Apply Filters with Enhanced Autosuggestions in Workspace ································································································ 7

Create Saved Searches from Your Recent Search Activity ······································································································· 7

Navigate Directly to Records in Workspace Using Deep Links ······························································································ 7

Search on Quote Information in Workspace ····································································································································· 7

Core Sales Force Automation ······················································································································································································· 7

Leads ······································································································································································································································· 7

Add Contacts and Leads from Your Sales Application to Oracle Eloqua ········································································ 7

Improve Data Entry and Search in Sales Lead Address Fields ······························································································ 8

Opportunities ···················································································································································································································· 8

Update Products on Multiple Opportunity Lines at the Same Time ·················································································· 8

View All Assessment Responses ······························································································································································· 8

Quotes and Orders ········································································································································································································ 8

Configure the Actions Menu for Quotes ·············································································································································· 8

Add a Custom Currency Type Field to Quotes ································································································································· 8

Sales Catalog ····················································································································································································································· 9

Use Additional Search Criteria in the Sales Catalog ····················································································································· 9

Sort Sales Catalog Products and Product Groups Alphabetically ························································································ 9

Enterprise Contracts ····································································································································································································· 9

Search Contracts and Contract Templates by Legal Entity ····································································································· 9

Track Source Documents ··············································································································································································· 9

Use Variables to Embed Employee Information in Contracts ································································································ 9

Oracle Sales Assistant ································································································································································································ 10

Reschedule Appointments and Check Privileges with the Sales Assistant ·································································· 10

Sales Assistant Supports Microsoft Teams ······································································································································ 10

Sales Cloud for Office 365 ······················································································································································································· 10

Use Links to Open Records in the Sales Application ·················································································································· 10

Manage User Mappings ················································································································································································ 10

Easily Navigate and View Shared Appointments ·························································································································· 10

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View Opportunity Quotes ············································································································································································· 10

See the Do Not Contact Indicator ····························································································································································· 11

Control Actions Allowed on the Sync Engine ··································································································································· 11

CX Cloud Mobile ············································································································································································································· 11

View and Add Customer Assets ································································································································································ 11

Display the Appropriate Page Layout When Creating a Record ·························································································· 11

Stay Signed in to the Application for Longer ··································································································································· 11

Leverage Additional User Usage Reports and Extra Display Options ·············································································· 11

Sales Performance Management ············································································································································································· 12

Incentive Compensation ··························································································································································································· 12

Search Credit Receivers Using Query by Example in Credit and Rollup Rules ··························································· 12

Use Your Worklist to Accept Plans, Approve Paysheets, and Review Disputes ························································ 12

Purge Transactions, Credits, and Earnings for a Period Within a Business Unit ······················································ 12

Run Incremental Calculation for All Participants ··························································································································· 12

Partner Relationship Management ········································································································································································· 12

View Partner Relationship Management Approvals in a New Worklist Page ····························································· 12

Monitor Deal Registration Transactions in the Transaction Console ·············································································· 13

Sales Analytics ······················································································································································································································· 13

Report on Multiple Addresses for All Contacts ······························································································································· 13

Report on Multiple Addresses for Primary Contacts ·················································································································· 13

Improve Accuracy of Earnings and Credit Reports Using Currency Conversion Type ········································· 13

Create Reports for Credit and Classification Rules That Have No Assignments ······················································ 13

Intelligent Advisor ··············································································································································································································· 13

Use Dynamic Reference Data Loading ················································································································································ 13

Use Interviews to Create and Update Case Object Records ··································································································· 13

Import and Export and REST APIs ··········································································································································································· 14

General ································································································································································································································· 14

Use Cascading Lists of Values in REST APIs ···································································································································· 14

Export Tree Object to View Hierarchy ·················································································································································· 14

Export All Standard Lookup Types and Their Respective Codes ······················································································· 14

Support for Additional Delimiters ··························································································································································· 14

Use Web URLs and Additional Identifiers in Import and Export Management ························································· 15

Cancel Import Activities ················································································································································································· 15

Plan to Deprecate File-Based Data Import and Export ············································································································· 15

Accounts ····························································································································································································································· 15

Use Additional Identifier and Source System Reference Child Objects in REST Services ·································· 15

Use the Time Zone Field in the Contact Object ······························································································································ 15

Update Origin System Reference to Comply with Data Protection Regulations ······················································ 16

Import Geographies and Territory Geographies ··························································································································· 16

Use DataFox Company ID in Account Object ·································································································································· 16

Use Social Network Contact Information for Account, Contact, and Household ···················································· 16

Use Account-Related REST API Resources ······································································································································· 16

Enterprise Contracts ··································································································································································································· 16

Use PUID in REST APIs and Update Project Attributes ············································································································· 16

Incentive Compensation ··························································································································································································· 17

Estimate Compensation Using the Calculation Simulation REST API ············································································· 17

Resource ······························································································································································································································ 17

Leverage High-Volume Import with the Data Import Utility ································································································· 17

Use Import Management to Import Sales Users and Resource Users ············································································ 17

User Context Service Shows Contextually Relevant Information in the UI ·································································· 17

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Sales Catalog ···················································································································································································································· 17

Get All Product Groups ··················································································································································································· 17

Filter Products and Product Groups by Territory ·························································································································· 17

Read Hide Product Setting for Sales Catalog ··································································································································· 17

Service ········································································································································································································································ 18

Service Request Management ·············································································································································································· 18

Send Email to any SMTP Address ··························································································································································· 18

Refresh Icon on Service Request and HR Service Request List Pages ············································································ 18

Use Self-Managed Milestones for Service Entitlements ·········································································································· 18

Improved Usability of Global Search within Dynamic Tab Enabled Workspaces ····················································· 18

Retain Field Values in Copy Service Request Action ··················································································································· 18

Move the Service Request Problem Description Field ··············································································································· 19

Insert Knowledge Links to Digital Customer Service in Email Responses ···································································· 19

New Action Plan Calendar Option ··························································································································································· 19

Cancel or Delete a Service Request with a Parts Order ············································································································· 19

Case Management Foundation ································································································································································ 19

Automatically Initiate Surveys for Customers ································································································································ 20

Knowledge Management ························································································································································································ 20

Provide Contextual Knowledge with the Shared Knowledge Widget ············································································· 20

Set an Expiration Date for Published Articles ································································································································· 20

Report on User Groups in Knowledge Analytics ···························································································································· 21

Use a REST API to Search in Multiple Products and Categories ·························································································· 21

Filter My Knowledge Content by Department ································································································································· 21

Use Knowledge in Mobile Devices ·························································································································································· 21

Select Intelligent Advisor Interviews from a List When Embedding in Knowledge Articles ······························ 21

Digital Customer Service ·························································································································································································· 21

Find Information Quickly with the Visual Navigator ··················································································································· 21

Filter Knowledge Search Results ······························································································································································ 21

Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles ··································································· 22

Omnichannel Framework ························································································································································································ 22

Associate Interactions with Custom Objects Automatically ·································································································· 22

Service Channels ··········································································································································································································· 22

Hide Unused Channel Types from Service Reps ·························································································································· 22

Delete Chat Transcripts to Comply with GDPR on the Right to Erasure ········································································ 22

Field Service Integration ··························································································································································································· 23

Prebuilt Integration Flow for Service Work Orders Updated to New REST APIs ······················································ 23

Security ····································································································································································································································· 23

Use Access Groups to Configure Data Security ····························································································································· 23

Give Specific Activity Access to Users ················································································································································· 24

Application Composer ···································································································································································································· 24

Control Access to Custom Object Records Using Access Groups ····················································································· 24

Add Intelligent Advisor Interviews to Custom Subtabs ············································································································ 24

Simplified Setup ·················································································································································································································· 25

Improve Import Performance with Enhanced Quick Import Macros ·············································································· 25

4

UPDATE 20A

REVISION HISTORY

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

Date Feature Notes

31 JAN 2020 Access Workspace Data OfflineUpdated document. Delivered feature in update 20A.

31 JAN 2020Find Information Quickly with the Visual Navigator

Updated document. Delivered feature in update 20A.

31 JAN 2020 Filter Knowledge Search ResultsUpdated document. Delivered feature in update 20A.

31 JAN 2020Interact with Oracle Intelligent Advisor Interviews in Knowledge Articles

Updated document. Delivered feature in update 20A.

OVERVIEW

This guide outlines the information you need to know about new or improved functionality in this update.

DISCLAIMER

The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.

This Information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.

06 DEC 2019 Created initial document.

10 FEB 2020 Access Workspace Data Offline Updated document. Revised feature information.

5

CX FOUNDATION

CRM COMMON COMPONENTS

SUPPORT FOR ACCOUNT, CONTACT, LEAD, OPPORTUNITY, AND ACTIVITY IN NOTIFICATION PREFERENCES

Define notification rules for more objects in the Notification Preferences page, including the recipients and delivery methods. The set of objects supported by the Notification Preferences page now includes Accounts, Contacts, Activities, Sales Leads, and Opportunities. The notification rules for the new objects let you send a notification to the owner of the object or other appropriate recipients, based on the specific, object, with these delivery methods:

Bell notificationDesktop notification (within the browser user interface)Mobile push notification (to the CX Cloud Mobile application)

For users with the appropriate privileges, the Notification Preferences page is available under the Tools menu.

ACCOUNTS, CONTACTS, AND HOUSEHOLDS

PRIMARY ADDRESS STAYS ON TOP OF ADDRESS LIST

The primary address now stays on top of the list of addresses in the Profile tab of account, contact, and household pages, when the multiple-address region is used.

CAPTURE MORE DATA BY EXTENDING THE BUSINESS PLANS PAGE IN ACCOUNTS

Add meaningful attributes to capture more data when you extend the Business Plans subtab on the Edit Account page.

CALENDAR AND ACTIVITIES

LEVERAGE INSTALLED BASE ASSETS TO MANAGE ACTIVITIES MORE EFFICIENTLY

Manage activities like tasks and appointments more efficiently after Activity capabilities are leveraged by Installed Base Assets. For example, you can tie the maintenance of a copier to a task, or in the Automobile verticals application, tie a car’s test drive to an appointment.

6

CUSTOMER DATA MANAGEMENT

TEST DUPLICATE RESOLUTION REQUESTS

You can submit duplicate resolution requests in Test mode. Test mode requests help you:

Run test requests immediately with no dependency on the Request Dispatcher scheduled task.Enable iterative review of the merge processing logic without changing the application data.Repeatedly re-submit the requests for immediate processing to enable easy iterative testing of your configured merge logic.

TRANSFER ATTACHMENTS FROM DUPLICATES TO MASTER RECORD DURING A MERGE

Use data quality merges to transfer sales account attachments and party attachments from duplicate records to the master record.

CONFIGURE GROUP, ORGANIZATION, AND PERSON WORK AREAS IN APPLICATION COMPOSER

New Customer Data Management deployments allow the configuration of Group, Organization, and Person work areas in Application Composer by default.

WORKSPACE AND ADAPTIVE SEARCH

About Adaptive Search and Workspace

Adaptive Search is a high-performance search engine that provides keyword searching and enhanced filtering capabilities.Workspace is the UI built on top of this search engine. It's a unified work area that lets users perform searches and filtering and look at the results from supported objects.Workspace is available only to an initial set of early adopters.If you're interested in becoming an early adopter, apply for access on the

on .Search and Workspace User Experience forum Oracle Cloud Customer Connect

ACCESS WORKSPACE DATA OFFLINE

Users of actionable infolets can include saved searches created in Workspace as filters to quickly access relevant records. Selecting available Workspace saved-search filters allows for a more dynamic, effective, and targeted view of the records that they need to update and take immediate action on.

Use the Export List button to download data from Workspace as a CSV file. The file includes all the rows filtered by the current filter criteria applied in the Workspace UI. Salespeople can then use the file to view or analyze their data offline.

INCLUDE WORKSPACE SAVED SEARCHES AS ACTIONABLE INFOLET FILTERS

7

APPLY FILTERS WITH ENHANCED AUTOSUGGESTIONS IN WORKSPACE

Use the enhanced autosuggestions in the Workplace search box to help you add and apply filters to the results. For example, as you begin to type "Prim" you will see "Primary Industry" as one of the suggestions (Primary Industry is an attribute of accounts). Select an attribute to show possible values in a drop-down list. You can choose one of the possible values to filter the accounts based on that primary industry.

CREATE SAVED SEARCHES FROM YOUR RECENT SEARCH ACTIVITY

Perform new user-context-based saved searches in Workspace. Using "smart" lists, Workspace tracks your user context and activities and generates a smart list for each object. These smart lists are available as new saved searches for each object in Workspace, such as My Smart List for Accounts, or My Smart List for Leads, and so on. When you click on one of these user-context-based saved searches, you see the most relevant results based on your object activity and context.

NAVIGATE DIRECTLY TO RECORDS IN WORKSPACE USING DEEP LINKS

With this capability, you can drill directly down into a record, such as an opportunity or account in Workspace using a deep link.

SEARCH ON QUOTE INFORMATION IN WORKSPACE

Add the Quotes predefined business object in Workspace during setup. This lets sales teams search and access quotes right from Workspace, instead of having to navigate to the Quotes work area to create, edit, and search for quotes.

CORE SALES FORCE AUTOMATION

LEADS

ADD CONTACTS AND LEADS FROM YOUR SALES APPLICATION TO ORACLE ELOQUA

Add prospects from your sales application to marketing campaigns in Oracle Eloqua. From your sales application, you add contacts and leads to your campaigns as campaign members. After the added campaign members are synchronized to Eloqua, they get added to the specified Eloqua marketing campaigns.

Your sales team can add contacts or leads to Eloqua marketing campaigns from these locations within your sales application:

Campaigns subtab on the Edit Contact pageCampaigns subtab on the Edit Lead pageCampaign Members subtab on the View Campaign page

8

IMPROVE DATA ENTRY AND SEARCH IN SALES LEAD ADDRESS FIELDS

You can quickly enter and search address details for leads. Type-ahead suggestions and auto-completion in city, state or province, and postal code fields accelerate your data entry in these fields. You can also filter the city, state or province, and postal code fields based on the selected country, and you can filter by city and postal codes based on the state or province selected.

OPPORTUNITIES

UPDATE PRODUCTS ON MULTIPLE OPPORTUNITY LINES AT THE SAME TIME

Salespeople can save time and be more productive when they update attributes and apply changes to fields on multiple opportunity product lines at once. You can enable the mass update feature at either the opportunity summary or product tab level.

The feature works similar to the mass update of top-level objects like opportunities and accounts, except that the application saves the changes at the parent opportunity level, rather than at the product-line level.

VIEW ALL ASSESSMENT RESPONSES

You can view all assessment responses, including free-form response text and comments, in one UI without extra clicks. If a question has existing comments, then a two-line, read-only Comments text box appears. If there's more than two lines' worth of text to display, the application truncates the text and ends with an ellipsis. You can click on the edit icon to view the entire text. You can also add a comment for questions that don't have existing comments to display.

QUOTES AND ORDERS

CONFIGURE THE ACTIONS MENU FOR QUOTES

You can modify the Quote actions menu displayed on quote line items. The quote lines display in the Quotes and Orders subtab on the Edit Opportunity and Edit Account pages. You can also disable actions or remove them altogether from the Quotes action menu. Use either profile options or Groovy scripting to make your changes.

ADD A CUSTOM CURRENCY TYPE FIELD TO QUOTES

Use the Sales Order object in Application Composer to enable the custom field Currency Type. This lets salespeople enter the currency type when creating a quote.

9

SALES CATALOG

USE ADDITIONAL SEARCH CRITERIA IN THE SALES CATALOG

Extend the Product and Product Group lists of values to include additional search attributes. Configure the search results to display additional attributes as well.

The application supports both standard and custom attributes.

SORT SALES CATALOG PRODUCTS AND PRODUCT GROUPS ALPHABETICALLY

Salespeople browsing the sales catalog can now sort products and product groups alphabetically.

ENTERPRISE CONTRACTS

SEARCH CONTRACTS AND CONTRACT TEMPLATES BY LEGAL ENTITY

You can include Legal Entity as a search attribute when managing your contracts or contract templates.

TRACK SOURCE DOCUMENTS

You can use the Edit Contract page to view the source document used for creating a buy contract. The Edit Contract page also lets you navigate to the source document from the contract document and each of the contract lines.

USE VARIABLES TO EMBED EMPLOYEE INFORMATION IN CONTRACTS

As a contract author, you can add employee data based on contract variables to your contract. Here are the Human Capital Management Cloud variables that you can insert into your contract:

Person NumberLegal EmployerWorker TypeDepartmentJobHome AddressPrimary Mailing AddressWork Email AddressEnterprise Hire DateCurrent Legal Employer Hire DateAssignmentManager NameManager Person NumberDriver Licenses

10

ORACLE SALES ASSISTANT

The Oracle Sales Assistant integration with Microsoft Teams is under controlled availability. If NOTE:you're interested in using the Sales Assistant, request access on the Oracle Sales Assistant forum on Oracle Cloud Customer Connect

RESCHEDULE APPOINTMENTS AND CHECK PRIVILEGES WITH THE SALES ASSISTANT

You can reschedule appointments using Oracle Sales Assistant by requesting date and time changes for the appointments. In addition, the application checks functional privileges before entering conversations with the Sales Assistant. For example, if you request the assistant create a call report for your appointments, and you don't have the necessary functional privileges, then the application shows a message notifying you that you can't perform the action.

SALES ASSISTANT SUPPORTS MICROSOFT TEAMS

Integrate Oracle Sales Assistant with Microsoft Teams to enable users collaborate on Microsoft Teams and act on sales application records.

SALES CLOUD FOR OFFICE 365

USE LINKS TO OPEN RECORDS IN THE SALES APPLICATION

Use the new links in the Detail pages of the Oracle add-in to open the corresponding record in your sales application. These links are available from the detail pages of Contact, Appointment (Task and Call report pages), and other custom detail pages.

MANAGE USER MAPPINGS

When a user’s email address or sales application user name changes, as an administrator, you must fix the sales application’s User and Microsoft Email mapping so that the user doesn’t face sign-in issues. Similarly, when a user is no longer active, you must delete the mapping to avoid security issues. This feature lets you update or delete the mappings to handle these scenarios.

EASILY NAVIGATE AND VIEW SHARED APPOINTMENTS

Use the quick link from Office 365 to your sales application, so that after you share a meeting, you can easily navigate to the sales application to verify the corresponding record created there.

VIEW OPPORTUNITY QUOTES

View opportunity quotes in Office 365. After a proposal is generated for a quote in the sales application, you can download it to Office 365.

11

SEE THE DO NOT CONTACT INDICATOR

If the sales application has a contact’s phone number, email address, or residential address marked as Do Not Call, Do Not Email, or Do Not Mail, then Office 365 also reflects the indicator.

CONTROL ACTIONS ALLOWED ON THE SYNC ENGINE

As an administrator, you can control actions allowed on the sync engine in the Oracle add-in. By default, the sync engine can perform such actions as create, update, or delete objects (such as Appointments and Contacts) as part of the sync process. To avoid unnecessary sync failures, you can restrict these actions by disabling them in the sync engine.

CX CLOUD MOBILE

VIEW AND ADD CUSTOMER ASSETS

View customer assets and create additional asset records using your mobile device. This feature also lets you add a lead or an opportunity directly from the asset page.

You can configure the layout of the Asset page, so that it suits your business requirements.

DISPLAY THE APPROPRIATE PAGE LAYOUT WHEN CREATING A RECORD

Define criteria that determine which page layout to display for a sales object record, and the application displays the appropriate page layout when a sales representative creates the record. For example, you create a page layout for the Opportunity create page and assign a criteria of . Win probability is greater than 50%When a sales representative creates an opportunity with a win probability greater than 50 percent, the page layout changes to your page layout.

STAY SIGNED IN TO THE APPLICATION FOR LONGER

Enable the use of OAuth authentication tokens, so that you can remain signed in to the application for much longer and don't need to re-enter your user name and password every time you launch the application.

LEVERAGE ADDITIONAL USER USAGE REPORTS AND EXTRA DISPLAY OPTIONS

Enhancements to the user usage reports include an additional report that provides a count of monthly active users. In the existing reports, you can also view the usage across all regions, in addition to viewing usage by specific region. Also, the Operation count by Object report now displays the operation count side by side for easier visualization.

12

SALES PERFORMANCE MANAGEMENT

INCENTIVE COMPENSATION

SEARCH CREDIT RECEIVERS USING QUERY BY EXAMPLE IN CREDIT AND ROLLUP RULES

Use query by example to search for participants in the Credit Receivers tab in the Manage Direct Credit Rules and Manage Rollup Credit Rules pages. Instead of scrolling, you can quickly search by any of the fields in the Credit Receivers tab.

USE YOUR WORKLIST TO ACCEPT PLANS, APPROVE PAYSHEETS, AND REVIEW DISPUTES

Take care of all notifications in one place: Tools > Worklists. Perform the same action on multiple notifications at a time. Notifications are separated by type and you can search using key words. 

PURGE TRANSACTIONS, CREDITS, AND EARNINGS FOR A PERIOD WITHIN A BUSINESS UNIT

Use the Purge Transactions, Credits, and Earnings by Period process to delete transactions, credits, and earnings data for a specific period within a business unit. You can choose to purge data for a period at specific stages of processing or all stages of processing.

RUN INCREMENTAL CALCULATION FOR ALL PARTICIPANTS

When you run incremental calculation for all participants, the calculation not only reruns for the participants in the notify log but also updates the earnings for the rest of the participants. This ensures that earnings are updated even for participants who have changes affecting their earnings that aren’t recorded in the notify log.

PARTNER RELATIONSHIP MANAGEMENT

VIEW PARTNER RELATIONSHIP MANAGEMENT APPROVALS IN A NEW WORKLIST PAGE

View all Partner Relationship Management approvals in the new Worklist, where you can view your approval tasks by various groups, and approve or reject them.

NOTE: The new Worklist feature is under Controlled Availability. If you'd like to participate in this program, please contact Oracle Support.

13

MONITOR DEAL REGISTRATION TRANSACTIONS IN THE TRANSACTION CONSOLE

Monitor deal registration approvals and other activities using the Transaction Console, which lets you track and troubleshoot human workflow transactions. After searching for deal registration transactions, you can terminate or even attempt to recover failed transactions. Submit diagnostic information and transaction logs directly from this tool to Oracle Support for faster and easier issue resolution.

SALES ANALYTICS

REPORT ON MULTIPLE ADDRESSES FOR ALL CONTACTS

Use the Sales - CRM All Contacts Addresses subject area to report on multiple addresses for all contacts, including primary contacts and non-primary contacts, defined in the application.

REPORT ON MULTIPLE ADDRESSES FOR PRIMARY CONTACTS

Use the Sales - CRM Primary Contact Addresses new subject area to report on multiple addresses for primary contacts defined in the application.

IMPROVE ACCURACY OF EARNINGS AND CREDIT REPORTS USING CURRENCY CONVERSION TYPE

Improve the accuracy of your earnings and credit reports using Currency Conversion Type. This enhancement lets you report on multiple currencies and conversion rate types.

CREATE REPORTS FOR CREDIT AND CLASSIFICATION RULES THAT HAVE NO ASSIGNMENTS

You can include business unit information when creating reports for rules without assignments inside the Rules Real Time subject area.

INTELLIGENT ADVISOR

USE DYNAMIC REFERENCE DATA LOADING

This feature lets Intelligent Advisor interviews load additional data from the cloud application based on data provided during the interview.

USE INTERVIEWS TO CREATE AND UPDATE CASE OBJECT RECORDS

Intelligent Advisor interviews can now be used to create and update Case object records.

14

IMPORT AND EXPORT AND REST APIS

GENERAL

USE CASCADING LISTS OF VALUES IN REST APIS

You can now use cascading lists of values (LOVs) in REST APIs for custom objects. If a value of an LOV is dependent on another LOV, then the LOVs are called “cascading” LOVs. 

EXPORT TREE OBJECT TO VIEW HIERARCHY

Export the Tree object in the Export Management page accessible from Navigator under Tools. You can export a tree to view the hierarchy information for the objects that support parent child relationships.

EXPORT ALL STANDARD LOOKUP TYPES AND THEIR RESPECTIVE CODES

Use the Standard Lookup object in Export Management to view the list of standard lookups. You can export the Standard Lookup object to view all standard lookup types and their respective codes.

SUPPORT FOR ADDITIONAL DELIMITERS

You can now use additional delimiters while importing and exporting your data. Here are the newly added delimiters:

Caret symbolClosing curly bracketClosing parenthesisClosing square bracketColonExclamatory markMinusOpening curly bracketOpening parenthesisOpening square bracketPipe symbolPlusQuestion markStar symbolTilde symbol

These provide the following benefits:

Expands the number of options available for customizing the structure of import and export filesIncreases flexibility for integrating import/export processes with your existing flat file data integrations

15

USE WEB URLS AND ADDITIONAL IDENTIFIERS IN IMPORT AND EXPORT MANAGEMENT

You can use Web URL information in the Contact Point child object and Additional Identifier information as child object of Account, Contact, and Household in the Import and Export Management framework.

CANCEL IMPORT ACTIVITIES

You can now cancel queued jobs in Import Management.

PLAN TO DEPRECATE FILE-BASED DATA IMPORT AND EXPORT

Oracle continuously incorporates new features and improvements to enhance our products. To this end, we introduced an improved file-based data import and export framework in Update 18B. The new Import and Export Management Framework has increased usability, reliability, and performance. The Import and Export Management framework is available for most objects now and will soon be available for all. Therefore, Oracle will discontinue support for the file-based data import and export functionality for Oracle CX Sales and B2B Service objects in the 20C update.

Between now and the release of the 20C update, Oracle will continue to support both the frameworks. This is to ensure that you have an adequate amount of time to transition to the Import and Export Management framework.

Required Actions

If you currently use the older Manage Import and Export Activities tasks in Functional Setup Manager to import files, you should start to transition your import and export jobs and processes to the new framework soon. After Update 20C, the older import/export tools for Oracle CX Sales and B2B Service objects won’t be available, but you can access all file import and export functionality through the Import and Export Management framework introduced in 18B.

See the (Doc ID 2576983.1) document on My Transition from File-Based Data Import to Import ManagementOracle Support for instructions and more information about this change.

ACCOUNTS

USE ADDITIONAL IDENTIFIER AND SOURCE SYSTEM REFERENCE CHILD OBJECTS IN REST SERVICES

Use Additional Identifier and Source System Reference as child objects in the Account, Contact and Household REST web services.

USE THE TIME ZONE FIELD IN THE CONTACT OBJECT

Use the Time Zone field in the Contact object in Import and Export Management.

16

UPDATE ORIGIN SYSTEM REFERENCE TO COMPLY WITH DATA PROTECTION REGULATIONS

Personally identifiable information (PII) may sometimes be used as Origin System Reference values. You can now overwrite the Origin System Reference values to comply with General Data Protection Regulation (GDPR) guidelines.

IMPORT GEOGRAPHIES AND TERRITORY GEOGRAPHIES

You can import geographies and territory geographies using the Import Management framework. This feature replaces the older file-based import for geographies and territory geographies.

USE DATAFOX COMPANY ID IN ACCOUNT OBJECT

If you're integrating with the Oracle DataFox Cloud, you can now use the Company ID in DataFox to identify accounts in Import and Export Management and REST web services. You can use this if you’re:

Importing account records from DataFoxSetting the DataFox identifier for enriched accounts

USE SOCIAL NETWORK CONTACT INFORMATION FOR ACCOUNT, CONTACT, AND HOUSEHOLD

You can add social network information in the Contact Point child objects of Account, Contact, and Household in REST services and Import and Export Management.

USE ACCOUNT-RELATED REST API RESOURCES

The following new REST resources have been added:

classCodes: To manage classification codescountryCodes: To manage country codesrelationshipTypes: To manage relationship typesnameAndIdTypes: To manage additional names and additional identifiers

ENTERPRISE CONTRACTS

USE PUID IN REST APIS AND UPDATE PROJECT ATTRIBUTES

These contract attributes now include support for PUID through REST services:

Contract HeaderContract LineContract PartyContract ContactsContract Sales CreditsRelated Contracts

Also, you can use REST services to associate project and task information with project contract lines.

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INCENTIVE COMPENSATION

ESTIMATE COMPENSATION USING THE CALCULATION SIMULATION REST API

Estimate compensation using the REST API for Calculation Simulation. Create simulation transactions and credits to see your simulated earnings. 

RESOURCE

LEVERAGE HIGH-VOLUME IMPORT WITH THE DATA IMPORT UTILITY

You can import person and organization data in high volumes using the data import utility. The utility is also known as the task, Import Person and Organization, in Setup and Maintenance.

USE IMPORT MANAGEMENT TO IMPORT SALES USERS AND RESOURCE USERS

Create and manage resource users using the Resource object in Import and Export Management. 

USER CONTEXT SERVICE SHOWS CONTEXTUALLY RELEVANT INFORMATION IN THE UI

Leverage the User Context Service, an innovative framework that improves user experience, providing contextually relevant information in the applications UI. The User Context Service provides new and intelligent smart lists, as well as relevance-based saved searches in Workspace and Actionable Infolets.

SALES CATALOG

GET ALL PRODUCT GROUPS

You can now get all product groups. To get all product groups, set the OverrideAllowSelectionYN parameter to Yes.

FILTER PRODUCTS AND PRODUCT GROUPS BY TERRITORY

You can filter products and product groups by territories. You can use the ProductGroupProductSetup parameter to get all product group relationships in a product group, and the ProductGroupSubgroupAdministration parameter to get all subgroups within a product group.

READ HIDE PRODUCT SETTING FOR SALES CATALOG

The Hide Product parameter is a configuration setting for Sales Catalog. You can know the status of the product by getting the product and reviewing the Hide Product attribute.

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SERVICE

SERVICE REQUEST MANAGEMENT

SEND EMAIL TO ANY SMTP ADDRESS

When working on a service request (SR), you now have the ability, when composing a service request message over email, to specify any SMTP address as a recipient without the requirement to add that person as a new SR contact. You also don’t need to associate at least one contact from the database as one of the recipients when including an ad-hoc SMTP address.

REFRESH ICON ON SERVICE REQUEST AND HR SERVICE REQUEST LIST PAGES

The Service Request list page and the HR Service Requests list page have a new Refresh icon that re-executes the current query to fetch any updates. The Refresh icon appears next to the Actions button. The Refresh icon lets users more easily check for updates without the need to modify or toggle the current saved search.

USE SELF-MANAGED MILESTONES FOR SERVICE ENTITLEMENTS

This feature lets agents manually acknowledge that they've completed a milestone, and it lets them move out a milestone’s due date, while still allowing the framework to monitor the milestone and trigger warnings and expirations as needed. The administrator can specify which milestones allow due-date updates and which allow the update to specify a milestone has been completed. These attributes are independent of each other, so that some milestones can allow only moving the due date, others might allow the agent to mark it complete but not move the due date, and still others may allow both types of updates.

IMPROVED USABILITY OF GLOBAL SEARCH WITHIN DYNAMIC TAB ENABLED WORKSPACES

Workspace and the Service Request work area let service agents access various data within dynamic tabs. With this enhancement, when a service agent uses Global Search (in the top of the page) and then selects a search result, if that item can be viewed within a dynamic tab, then the application opens a new dynamic tab within the current workspace, for the selected record. This improves the productivity of agents because it preserves the current layout of other tabs in Workspace (or in the Service Request work area), including any unsaved data, while using Global Search.

If a user isn't granted the privilege to use dynamic tabs within Workspace, then the user interface continues to behave as it did in prior releases (in other words, Global Search won't open a dynamic tab for that user).

RETAIN FIELD VALUES IN COPY SERVICE REQUEST ACTION

You can configure the Copy Service Request action to include custom fields on the service request (SR) object that then get copied to new SR records. This means you don’t need to re-enter the field values if the fields were populated on the source record prior to invoking the copy action.

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MOVE THE SERVICE REQUEST PROBLEM DESCRIPTION FIELD

In the page layout of the Service Request details page, you can move the Problem Description field within a field group. This lets you modify the layout by moving the placement of the Problem Description up or down within the page layout.

INSERT KNOWLEDGE LINKS TO DIGITAL CUSTOMER SERVICE IN EMAIL RESPONSES

When working on a service request (SR), you can send to the customer an email message containing a link to a knowledge article. When a knowledge article is linked to the service request, you can use the Insert action within the message composer to insert the full URL of the article published on the Digital Customer Service portal. The email recipient can then click on the hyperlink within the email to navigate directly to the relevant knowledge article.

NEW ACTION PLAN CALENDAR OPTION

As part of defining Action Plan templates, you have the option to define the expected duration for each of the steps of the plan. When an Action Plan is associated to a Service Request, the system refers to the organization calendar to estimate the expected due date for each step. With this release, a new calendar option has been added for Action Plans. Administrators can now use calendars defined in Oracle Subscription Management as the input for Action Plan date/duration calculations.

CANCEL OR DELETE A SERVICE REQUEST WITH A PARTS ORDER

In the Service Logistics process, a service request may be associated to a parts order. If a service request is canceled or deleted prior to the fulfillment of the parts order, it's likely that the parts order should be canceled as well, in order to avoid unnecessary costs.

The prebuilt Service Logistics experience now includes logic to handle the scenario when a user attempts to cancel or delete a service request with an associated parts order. You can specify which service request status values signify the cancelation of a service request, which means the system will prompt the user to confirm their intent before allowing the status change and automatically cancel parts orders when needed. In addition, you can specify deletion preferences to prevent a user from deleting a service request when parts are too far along the fulfillment process to be canceled; or you can allow the deletion, and the system will cancel any parts orders that can still be canceled.

CASE MANAGEMENT FOUNDATION

Many industries need to manage long-term, client- and citizen-focused 'cases' that complement their core customer services. The Case Management API and data model, first introduced in Update 19C, has been expanded with additional object relationships. This Case Management foundation now includes all of the the core components needed to implement a Case Management life cycle solution. 

Features of the Case Management foundation include:

REST API support for the following operations:

QueryCreateEdit

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Add/remove related objects

Integration with these related objects:

ContactsHouseholdsService RequestsAction PlansActivitiesQueues

Case attachmentsPredefined security policies for users and administratorsExtensibility of the Case Object through Application Composer

AUTOMATICALLY INITIATE SURVEYS FOR CUSTOMERS

The survey integration framework lets you connect to your preferred third-party survey application and initiate requests to the survey tool based on Service Request events that tell the third-party application when to send a survey. The framework can connect with a third-party survey product vendor using Oracle Integration Cloud. The request initiated from Oracle Cloud indicates who the survey recipients are and which survey to send to the end customer. 

With the Service application, you can configure and manage these areas:

Administrators can use Setup and Maintenance to enable survey integration, provide connection information to the Oracle Integration Cloud, and select which third-party survey application to use to fulfill the surveys.

Administrators can configure eligibility rules (based on predefined common events) via Process Cloud Decision Models that make object owners ‘eligible’ for a survey (such as a survey when a service request is closed).

KNOWLEDGE MANAGEMENT

PROVIDE CONTEXTUAL KNOWLEDGE WITH THE SHARED KNOWLEDGE WIDGET

Administrators can implement the shared knowledge widget on pages that support Page Composer. When you implement knowledge on a page, you usually want to provide knowledge to a specific set of users, for a specific purpose. You can configure the shared knowledge widget to display content for a selected product, category, or article content type (Solution, FAQ, etc.). Setting the specific products, categories, and content types in the widget lets you show only the most relevant knowledge for the users who visit that page. You can also hide one or more of the widget's tabs for recommended answers, search, and favorites, which may not be relevant to the purpose of the page.

SET AN EXPIRATION DATE FOR PUBLISHED ARTICLES

Authors can now set a date and time when an article will no longer be visible to end-users, agents, employees, or end-customers. Expiration dates let you publish time-sensitive content without having to remember to remove it manually at a later date. Authors can set the expiration date when creating or editing an article.

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REPORT ON USER GROUPS IN KNOWLEDGE ANALYTICS

You can now report on the user groups that are associated with articles in Knowledge Management analytics. This provides you with additional insight into how users are interacting with secured content.

USE A REST API TO SEARCH IN MULTIPLE PRODUCTS AND CATEGORIES

You can now search multiple products and categories using the Search REST API. The API supports passing multiple products, categories, and content types in the search request, which provides additional power and flexibility. You can filter on multiple selected facets, for example, two categories, and two products.

FILTER MY KNOWLEDGE CONTENT BY DEPARTMENT

Users who have access to knowledge in more than one department can now filter My Knowledge to include results from only one department. This enables users to see only knowledge content that is relevant to their purpose at the moment. Active knowledge departments may include Service, HCM, and Internal Helpdesk. Users filter their searches using a new department selector in My Knowledge.

USE KNOWLEDGE IN MOBILE DEVICES

Human Capital Management (HCM) users can now access knowledge from mobile devices, in addition to on their desktops. This expands users' access to knowledge in both place and time, increasing its usefulness. Mobile knowledge provides recommended articles based on users' contextual information, and also supports additional searching based on users' search terms and other criteria. Users can also access their saved favorite articles from the mobile widget.

SELECT INTELLIGENT ADVISOR INTERVIEWS FROM A LIST WHEN EMBEDDING IN KNOWLEDGE ARTICLES

Knowledge authors can select Intelligent Advisor interviews from a list when embedding them in knowledge articles. This simplifies the process of including Intelligent Advisor interviews in articles, since authors no longer need to supply the name of the deployment (interview) when they add one to an article. The knowledge application gets the interview (deployment) names from the configured Intelligent Advisor hub. When the author selects an interview, he can then choose the interview locale, if multiple locales are available.

DIGITAL CUSTOMER SERVICE

FIND INFORMATION QUICKLY WITH THE VISUAL NAVIGATOR

Use the Visual Navigator to help customers quickly find the information or functionality they need. The Visual Navigator provides the visual layout and basic logic for a variety of link-type behaviors.

FILTER KNOWLEDGE SEARCH RESULTS

Use filters to quickly locate knowledge articles. You can filter by:

Document typeCollectionCategoryProduct

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INTERACT WITH ORACLE INTELLIGENT ADVISOR INTERVIEWS IN KNOWLEDGE ARTICLES

Oracle Intelligent Advisor interviews use modeled natural language policies to provide guided experiences for users. Oracle Intelligent Advisor interviews can be embedded in a knowledge article. Users viewing the article can then interact directly, following an interview's guided processes.

OMNICHANNEL FRAMEWORK

ASSOCIATE INTERACTIONS WITH CUSTOM OBJECTS AUTOMATICALLY

The Interactions model used to capture all channel interactions now lets you automatically associate interaction records with specific custom objects. For example, if an agent is taking a phone call from a customer, and during the course of that phone call the agent creates or edits a custom object, the application automatically associates the custom object with the backend interaction.

SERVICE CHANNELS

HIDE UNUSED CHANNEL TYPES FROM SERVICE REPS

You can hide predefined channel types from the service request (SR) user interface if those channel types aren’t in use. This change improves usability for service representatives because when they’re editing an SR or composing SR messages, only the channel types that are active within the environment are displayed.

DELETE CHAT TRANSCRIPTS TO COMPLY WITH GDPR ON THE RIGHT TO ERASURE

Meet General Data Protection Regulation (GDPR) requirements by periodically or manually deleting all customer chat transcripts. Deleting chats lets you become GDPR compliant from the point of view of the right to erasure, also known as the right to be forgotten.

The GDPR is a regulation in European Union (EU) law. This law governs data protection and privacy for all individual citizens of the EU and the European Economic Area (EEA).

One of GDPR's regulations is the right to erasure or the right to be forgotten. This means that your customer may want to request the deletion of all chat conversations for various reasons related to data protection and privacy. You can configure chat in your service application to purge the chat transcripts, either periodically by setting profile options or manually upon your customer's request.

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FIELD SERVICE INTEGRATION

PREBUILT INTEGRATION FLOW FOR SERVICE WORK ORDERS UPDATED TO NEW REST APIS

The prebuilt integration with Oracle Field Service Cloud enables bi-directional sync between Service Work Orders and Oracle Field Service Cloud activities. This prebuilt integration has been updated to use REST APIs and no longer uses any SOAP APIs. The new version of the integration flow leverages the new REST services for Work Orders that were introduced in Update 19B. The previous versions of the prebuilt integration that use SOAP continue to be supported in Oracle Integration Cloud, but are no longer available for download. Existing customers are recommended to move to the new REST-based flows, and all new implementations should utilize the new REST-based flows.

SECURITY

Oracle Applications Security provides a single console where IT Security Managers and Administrators can perform various functions, including user lifecycle management, role definition, security policy management (both functional and data), role hierarchy maintenance, username and password policy administration, and certificate management. The console also enables users to simulate the effects of security changes, to run security reports, and to download a connector for integration with Microsoft Active Directory.

For more information, see these guides available on :Oracle Help Center

Oracle CX Securing CX Sales and B2B ServiceOracle CX Security Reference for CX Sales and B2B Service

USE ACCESS GROUPS TO CONFIGURE DATA SECURITY

Access groups provide a new paradigm to configure data security. You can easily provide your users with additional access to sales data using access groups with this initial set of objects: 

AccountsContactsOpportunitiesLeadsPartnersCustom Objects

You can create an access group, assign members to the group, and then define rules to grant the group access to an object’s data. All group members receive the data access selected for the group. If you add a user to more than one access group, the user will get access to all the data records that each of the groups has access to.

You can use access groups instead of custom data security policies to grant users with access based on non-standard parameters such as these:

The user’s country or regionThe user’s business unit

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Custom attributes and fields

In Workspace, you can search for and view records that users have access to through their access group membership.

GIVE SPECIFIC ACTIVITY ACCESS TO USERS

In Update 19D role-based Activity privileges were made more granular, so that you can give users access to only a subset of Activity actions. For example, you can alter the security configuration so that users can only view appointments, but not create them. This extends to all aspects of the Activity object, including appointments, tasks, call reports, and call logs.

Starting with this update, you can use the granular privileges with these applications:

Oracle CX Mobile Sales for Office 365Service Request 

APPLICATION COMPOSER

CONTROL ACCESS TO CUSTOM OBJECT RECORDS USING ACCESS GROUPS

Control who can access custom object records using access groups, which is more powerful than granting access to individual roles. To use access groups for data security, first enable access group security in Application Composer, and then configure access groups in Sales and Service Access Management, via the Navigator. You must still configure functional security using the Roles table in Application Composer. You can use access groups in conjunction with the owner security feature.

ADD INTELLIGENT ADVISOR INTERVIEWS TO CUSTOM SUBTABS

Gather highly personalized information from customers by adding Intelligent Advisor interviews to custom subtabs. After you add interviews with or without checkpoints to custom subtabs, the application presents those interviews at runtime. You can optionally populate runtime data into the interviews, and you can also save interview outcomes back into the application.

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SIMPLIFIED SETUP

IMPROVE IMPORT PERFORMANCE WITH ENHANCED QUICK IMPORT MACROS

The Quick Import macros for key sales objects, including accounts, contacts, products, leads, and opportunities, now use Oracle's new Manage Import technology for importing your sales data. The Microsoft Excel macros speed up and simplify the import of up to 5,000 records at a time for some objects. The macros help you by validating your data entries, providing lists of values, and automatically populating constant values. The macros for importing sales users and product groups continue to use File Import, an import method Oracle plans to discontinue in Update 20C.

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