How Oracle Sales Cloud Release 12 Will Boost Sales Productivity
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Release 12 of Oracle Sales Cloud is just around the corner and with it comes some great improvements that make it an even more compelling solution for enabling modern sales in the cloud. Oracle Engagement Cloud is the crown jewel of the release, combining Oracle’s leading sales and service capabilities. From a single screen, users can stay abreast of customer needs with a unique combination of sales automation, service request management, and knowledge management for a comprehensive customer experience. Our discussion on release 12 of Oracle Sales Cloud included: -Review of key release changes -Upgrade preparations -Engagement Cloud and what to expect
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How Oracle Sales Cloud Release 12 Will Boost Sales Productivity
- 1. How Oracle Sales Cloud Release 12 Will Boost Sales Productivity
- 2. Surendra Nutalapati Solutions Architect [email protected] Will Shieh Solutions Architect [email protected] Suresh Krishnan Director, Oracle CX [email protected]
- 3. 3 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
- 4. 4 Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2016 revenue $487 million • Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto • Global delivery centers in China and India • Nearly 3,000 colleagues • Dedicated solution practices • ~95% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards
- 5. 5 Perficient’s CX Practice Fast Facts • Practice Started: 1999 • Projects Completed: 600+ • Multiple Specializations • Hybrid Deliver Model • Oracle Authorized Education Center • SupportNet Managed Services - Support Services Solutions Expertise • CXIQ/DT Strategy and Assessments • Implementations & Upgrades • Reporting and Analytics • OCM Framework/Program Management • Design Thinking/Digital Approach • Marketing Cloud • Sales Cloud • Service Cloud Oracle Specializations
- 6. 6 Agenda • R12 Product Highlights • Enterprise Mobile • Upgrade Process • Security • Engagement Cloud • Q&A
- 7. R12 Product Highlights: User Interface
- 9. 9 User Interface Overflow Menu Button
- 10. 10 User Interface Additional Infolets Pagination Dots Sales administrators can create up to five additional pages with embedded analytics content and grant access to each page by job role. The layout of each page can be customized to include a single report, multiple reports, or an entire dashboard. Sales Administrators can enable or disable analytics pages and corresponding navigation links
- 11. 11 User Interface User Preference Unified The user preferences page has been redesigned to match the Simplified UI experience.
- 12. 12 User Interface • Home address • Home phone number • Personal email address • Taxpayer Identification Number (SSN) PII Data Masking Fields
- 14. 14 Multi Select / Mass Update • In R12, users can select multiple records in Lead or Opportunity pages, and mass update the transactions. • For example, you can update multiple opportunities’ status, close date, sales stage, win%, or win/loss reason in one “mass update” action. You can also add the same comment to multiple records at once. Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
- 15. 15 Dynamic Role-based List Administrators can build dynamic lists for different roles with the fields and data they need on the list page.
- 16. 16 Password Policy Control Expanding capabilities to another role User life cycle settings for new users • Password policy • Username generation rule • Notification templates
- 17. 17 Excel Data Import Macro Supported Objects • Sales Users • Sales Catalog (Product Groups & Products) • Accounts • Contacts • Account Hierarchy • Leads • Opportunities Doc ID 2229503.1
- 18. 18 Analytics • Additional Infolets • New subject areas – Service Request – Partner Relationship – Sales Performance
- 19. 19 Enterprise Mobile Product Highlights • Prepare for daily appointments and plan for the day • View aggregated activities visual timeline • Capture calls and emails as an activity • Log call reports and meeting minutes • Capture notes (speed to text) or attach documents • Find sales record using saved filters, search and sort • Map and directions to nearby leads, contacts and etc. • Manage accounts and contacts • Accept, qualify and convert leads • View/update Service Request • Asset sub tab
- 20. 20 Enterprise Mobile Composer Product Highlights • Drag-and-drop • Add custom fields • Add conditional fields • Preview layout • Add actions and links • Add field groups
- 21. 21 What’s Going Away • If you started with Release 8 or earlier, and are still using Sales Account – Sales Account Object is going away – Re-create your Sales Account custom fields and child objects under the Account object – Migrate data from the Sales Account object to the Account object – This migration might impact several Account-related areas in your application • Page layouts (including custom fields, custom child objects, dynamic layouts, related objects) • Global search, Saved searches • Custom reports and subject areas • Server scripts, Object workflows, Web services • File import • Security • These desktop pages will soon be unavailable – Therefore, you must transition all of your users to the simplified pages for: – Account, Contact and Household – Activity – Opportunity, Lead, and Forecasting – Partners – Sales Campaign – Sales Dashboards, Reports and Analytics
- 22. 22 Additional Resources Resources for Upgrading Upgrade landing pages: • Customer Experience Release Readiness • Oracle Customer Connect • Performing Your Release 12 Upgrade – My Oracle Support: Doc ID 2169959.1 Oracle Sales Cloud: What’s New in Release 12 • Organized by functional area • Describes new features, steps to enable them, and roles that inherit them • Links to other resources, such as Security Upgrade Guide (Doc ID 1989500.1) • Indicates which features are being phased in
- 23. Upgrade Process
- 26. 26 New Security Console in R12
- 27. 27 R12 Security Upgrade Process Flow R12 Pre-Upgrade Notification from Oracle Review Pre-Upgrade requirements and complete the necessary activities Oracle - Pre-Upgrade Script is Run Oracle sends a notification with copied roles & privileges details Complete the Post-Script activities; Change the application areas referencing seeded application job roles to the copied roles Validate the application. Make any necessary changes for fixing security issues Production Pre-Upgrade script is run Deploy the changes from Test to Production R12 Upgrade notification from Oracle with the dates Validate Production Application R12 Upgrade in Non-Prod instance, a few weeks before Production upgrade Validate R12 Upgrade in Non- Producation Raise a Service Request on Support in case of any issues and resolve the issues R12 Upgrade in Production instance Deploy changes from Non Prod to Prod, and Validate the application. Start End Completed Pending
- 29. 29 Pre-upgrade Script Run across all Oracle Sales Cloud instances, including Global Single Instance (GSI) instances. • Run as part of the routine patching window in February 2017 • All non-production instances scheduled for the 2nd week of February • All production instances scheduled for the 3rd week of February • Copies have the suffix “Auto Copy” in the role or privilege name and have the prefix “AUTO_COPY” in the role or privilege code Example: Role Display Name: Sales Representative (Auto Copy) Role Code: AUTO_COPY_ORA_ZBS_SALES_REPRESENTATIVE_JOB Privilege Display Name: Create User Account (Auto Copy) Privilege Code: AUTO_COPY_ASE_CREATE_USER_ACCOUNT_PRIV
- 30. 30 Pre-Upgrade Notification from Oracle
- 31. 31 Pre-upgrade Notification from Oracle
- 32. 32 Actions Before Pre-upgrade Script There are a number of tasks recommended that you complete before the pre-upgrade process: • Identify the application areas mapped to pre-defined roles – Dynamic Page Layouts – Record Type Fields – Saved Searches – Custom Pages – Infolets and Dashboards – Groovy Scripts – EL Expressions • Test Functionality before the Pre-upgrade process runs
- 33. 33 Actions Post Pre-upgrade Script Run • Assign custom pages and tabs to the copied roles • Verify that copied roles can be edited in Security Console • View and edit (if necessary) copied roles in Security Console • Verify customizations to pre-defined roles • Review copied privileges • Review copied privileges in APM or Security Console • Test the Functionality – Dynamic Page Layouts – Record Type Fields – Saved Searches – Custom Pages – Infolets and Dashboards – Update Role References in Custom Groovy Scripts – Update Role References in EL Expressions
- 34. 34 Important Notes • There should be no change in behavior after pre-upgrade if all the validations are completed • After the pre-upgrade script has run, do not make further customizations to predefined roles or privileges • The pre-defined roles and privileges will be reverted back to their default functionality when your environment is upgraded to Release 12 • Any such customizations made after the pre-upgrade activity completes will be lost after upgrade to Release 12 • Deploy changes from non-production instance to production after the pre-upgrade script run in production
- 35. 35 EJR to AJR Merge
- 39. Engagement Cloud
- 40. 40 Complete Platform for Sales, Service, and Partners • Analytics & data visualization • Enterprise mobile • Process & integration • Identity & security • Configuration and composer tool • Social collaboration
- 41. 41 Same Application Platform as Oracle Sales Cloud Common Extension Framework • Extend objects, UI, and logic • Shared data model Common Security • Shared security model • User management and identity management Common Platform Services • Export/Import, Assignment, Email, Search, APIs Common Administration • Setup and deployment • Lifecycle management
- 42. 42 Service Request Management Service Request Tracking • Enable sales reps to easily track service requests for customer and partners • Automatically assign service requests to queues Collaborative Service • Share service requests with multiple team members and contacts • Post and forward internal notes • Create & track activities associated to service requests Follow-up & Response • Follow-up and respond directly via email (or via APIs) • Measure sales rep service activity with real-time analytics
- 43. 43 Knowledge Management Intelligent Search • Auto-suggest the best answers based on the customer question • Leverage natural language search to improve search relevancy Access in Service Context • Search knowledge in content of a particular service request • Embed knowledge into responses to customer questions Knowledge Authoring • Author and publish content across multiple languages • Manage multiple versions of content
- 44. 44 User Interface Open Multiple Records
- 45. 45 Engagement Cloud R12 and R13
- 46. 46 Customer Self-Service R13 Branded and Extensible • Drag-and-drop configuration • Match the look and feel of your brand • Responsive UI for variety of screen sizes Self-Service Knowledge • Search and browse answers online • Publish articles across multiple languages Ask a Question • Enable customers to submit questions directly from your support site • Provide access to live help when your customers need it User Registration • Enable self-registration for new user accounts with the option to enforce approval
- 47. 47 Service Cloud and Engagement Cloud
- 48. 48 Engagement Cloud Positioning Target High-touch, high-value account Management – B2B Role Blended-role sales reps who also provide customer service & support Example Industry Targets High Tech & Industrial Manufacturing Financial Services (Commercial, Wealth) Communications (B2B) Consumer Goods (B2B) Automotive
- 49. Questions Enter your question into the chat box
- 50. 50 Next up: [Event] Collaborate – Las Vegas April 2-6 [Webinar] How to Empower Your Business Users with Oracle Data Visualization Wednesday, May 2 Follow Us Online • Perficient.com/SocialMedia • Facebook.com/Perficient • Twitter.com/PRFT_Oracle • Blogs.perficient.com/Oracle
- 51. Thank You