oracle sales cloud customer management - oukcoukc.oracle.com/static14/opn/events14/166736/oracle...

Oracle Sales Cloud

Customer Management Oracle Partner Network

May 2014

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended

for information purposes only, and may not be incorporated into any contract.

It is not a commitment to deliver any material, code, or

functionality, and should not be relied upon in making

purchasing decisions. The development, release, and timing of

any features or functionality described for Oracle’s products

remains at the sole discretion of Oracle.

3 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Proprietary and Confidential – Distributed to Authorized Customers Subject to Safe Harbor

Content Subject to Change

The information in this presentation is correct as of the presentation date. However,

Oracle Sales Cloud continues to evolve and software patches are

applied frequently; therefore this information is subject to

change. Check with your Oracle Representative for updates.

This content is not warranted to be error-free.


Customer Management

Define customer center and customer hub

Enable customer data management

Manage contacts and interactions


Define customer center and customer hub

Customer Management in Release 8

Terminology

•Terminology for contacts, consumers, customers has

changed.

•You can create and manage Accounts for companies, and

create and manage Contacts for business contacts as well as

Contacts you directly sell to.

•Objects in application composer have also been renamed to

Account and Contact consistently.

•You can create and manage Households for groups of

related contacts.

7 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Proprietary and Confidential - Distributed to Authorized Customers. Subject to Safe Harbor.

Accounts

An account is a company you sell to or want to sell to

Account Types:

Customer

A company you are selling to or have sold to

Can have associated Leads and Opportunities

Can be assigned to territories and has an owner

Prospect

A company you potentially want to sell to

Can have Leads, cannot have Opportunities

No territory assignment or owner


Accounts List Page My Accounts, My Team, Territory Lists

Click to create Account

Easy access to Search, Actions


Create an Account

Simple, minimal data

entry to create account

Create via browser on

any device - desktop,

laptop, mobile*

Create via file Import or Web services

Add account hierarchy (Parent account) from UI and import

Embedded address

validation and contact

duplicate check

* New in Release 8


Account Overview Page

Account summary at

a glance

Primary Contact

Opportunities

Leads

Assets

Recommendations

Recent interactions


Account Edit Page Account 360° view

Account hierarchy*

Attachments*

Batch Enrichment*

Opportunities, Leads

Business Relationships*

Assets, Recommendations*

Oracle social network

collaboration*

Sales team and territories*

Notes, interactions, tasks,

appointments

Analytics

Custom sub tabs*

* New in Release 8


Extend Account Object

R7 Account has dual-object model: Account and Sales Account

R8 direction is to have SUI, Mobile and Outlook base on a single

Account object

R7 R8.4

Object Desktop UI Simplified UI Mobile Outlook Desktop UI Simplified UI Mobile Outlook

Account * Y Y N N Y Y (incl.

custom child)

N Y (incl.

custom child)

Sales

Account

Y (incl.

custom child)

Y Y (incl.

custom child)

N Y (incl.

custom child)

Y Y (incl. custom

child)

* Trading Community Organization Profile is renamed to Account in R8


Households A household is a group of related contacts that you sell to

or want to sell to

Capture key information including wealth, income

Sell to households and manage their contacts, leads,

opportunities, relationships, assets, interactions and more

Household Types:

Customer

A household you are selling to or have sold to



Prospect

A household you potentially want to sell to





Household List Page My Households, My Team, Territory

Click to create Household

Easy access to Search, Actions

Create a Household

Simple, minimal data entry to create

household


any device - desktop,

laptop, mobile

Associate multiple

contacts

Create via file import

or Web services

Embedded address validation


Household Overview Page

Household summary at a glance

Primary Contact

Opportunities

Leads

Assets

Recent interactions


Household Edit Page

Household 360° view

Household contacts

Opportunities, Leads, Assets

Embedded address verification


collaboration

Sales team and territories


appointments

Analytics

Custom sub tabs


Extend Household Object

• R8 provides a consistent model for SUI, Mobile and Outlook base on a single Household object

R7 R8


Household N N N N Y Y (incl.

custom child)

N Y (incl.

custom child)

Sales

Account

N N N N Y (incl.

custom child)

*Trading Community Group Profile is renamed to Household in R8


Customer Center

In Desktop UI, customer center is the place where you

can see the details of Accounts, Opportunities and Leads:


In the account work area In Opportunities and Leads

Customer Tree

The Customer Tree is a list of customer

information links in the Regional pane,

when you open up the Customer Center

section.

You can determine which links users

will see in the Customer Tree during setup.

Users can then further personalize their

trees by renaming links or hiding links that

they don’t use.


Enable customer data management

Data Quality Overview

Available Data Quality Functionalities

Duplicate Resolution

Data Steward Dashboard

Data Quality and Enrichment Topics

Setup


Common Data Quality Problems

CRM

FS

ERP

ERP

CR

CRM

ERP

F S

FS

CRM FS

CRM

Errors and Unusable Data

Typos, misspellings, transposed

numbers or characters, garbage data

Stale or Out-of Date Data

Rapid changes in a dynamic

society: marriages, divorces, births,

deaths, moves

Fragmented Data

Disparate systems and information

gathering across multi

countries/languages


Data Quality Functionality in a Glance

Comprehensive data quality


Feature

*Profiling

Cleansing

Matching

Enrichment

Functionality Customer Data example

Spot and correct data errors; transform to std format/phrase

Understand data

status, deduce patterns

Identify and eliminate duplicates

Attach additional attributes and categorizations

Tel# is null 30%

LName + FName (Asian Countries); FN+MN+PN+LN (Latin);

Taro Yamada = 山田太郎 =

ヤマダタロウ

Taro Yamada: “single, 1 child, Summit Estate, DoNot Mail”

Addr = #, street, city, state, zip, country; St, Str = Street (ENU/DEU);

*On Premise Option Only

Not Integrated with Oracle Sales Cloud

Mechanisms to Cleanse Customer Data

Import

File-Based Import

Data Import (On Premise Support Only)

Web Services

Address Cleansing

Data Matching for Accounts and Contacts

Batch Data Enrichment


Import

• Options available to:

• Invoke de-duplication and address cleansing

• Import the duplicates and create a resolution request or decide


not to import duplicates Data Import File-based Import

Data Quality Web Services

Trading Community Real Time Data Quality

Use this to find potential matches and/or to cleanse addresses

Service Path:http://fusionoer.oracle.com/oer

Supports the following methods:

matchOrganization – Returns matched organizations

matchPerson – Returns matched persons

matchLocation – Returns matched locations

cleanseAddress – Returns standardized and validated address

Refer to Fusionappsoer.oracle.com for WSDL details


Data Quality Web Services – Continued

Trading Community Resolution Request

Use this to merge duplicate accounts or contacts

Service Path:

http://<crm_server:PortNumber>/cdmHubBase/DuplicateResolution

RequestService?WSDL

Supports the following methods:

createMergeRequest– Creates a merge resolution request to

be processed immediately or pending administrator approval

getMergeResult - Retrieves the status of a resolution request

created using the method above

createPartyMergeRequest – Backward support only

Refer to Fusionappsoer.oracle.com for WSDL details


Address Cleansing

Integrated single engine – supports all countries

Advanced validation and standardization of addresses in

more than 240 countries

Address Doctor Postal Directory license is required


Address Cleansing Real-Time Cleansing

Works on postal address data entered

through the UI by users

User can use a suggested value or

continue to create a new address record

Batch Cleansing

Works on batches of data

– Subset of the registry

– Entire registry –

Imported data

Helps ensure clean data over time

You will do Address

Cleansing in your lab.


Data Matching

Real-Time Data Matching

You will do batch duplicate identification

in your lab.

Works on Account or Contact data entered through the UI

Returns possible

duplicates. Users can choose

an existing record or create a

new record

Batch Data Matching

Used by Data Steward for duplicate identification

Identifies duplicate records within the entire registry or a

subset of the registry



Enrich existing Accounts

DUNS number, industry classifications, number of

employees, annual revenue, etc.

Enrich existing B2B Contacts

Up-to-date phone numbers, email address, job titles, etc.

Import new Accounts and Contacts

from Oracle Social Data and Insight

Service

Continuously clean and sync

Accounts and Contacts with Social

Data and Insight service



Enrich Existing Accounts and Contacts

1. Export a subset of Accounts and Contacts for enrichment

New export objects available for download: – Organization for Data Cloud Enrichment

– Person for Data Cloud Enrichment

2. Enrich the data with Social Data and Insight Service

3. Import the enriched data back to Oracle Sales Cloud

Pre-defined Import Mappings available

– Data Cloud Account Import

– Data Cloud Contact import

4. Enriched Accounts and Contacts

are updated with Enriched Status

and Last Enriched Date


Batch Data Enrichment Import new Accounts and Contacts

1. Search and export companies and people from Social Data and

Insight Service.

• Industry, Location, Revenue, Number of Employees, Job Title, etc

1. Import them to Sales Cloud as new Accounts and Contacts

2. Checks against the Social Data Cloud key to prevent adding duplicates

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Duplicate Resolution Merge vs. Link

• Merge creates a single record and points all

transactions to the new record

•Link creates an internal cross reference

between all the records participating in the

link


Duplicate Resolution Survivorship Rules

•Govern how the best version record can be constructed for

Accounts or Contacts

•Users can define any new rules for selecting master record for Accounts or Contacts

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Duplicate Resolution Flows Manual Merge vs. Auto Merge

• Manual Merge

• Select which master record to keep after merge

• Resolve conflicts in attribute values, and enter/modify attribute values during the merge process

• Resolve conflicts in selected child entities

• Save the merge process for further review and approval

• Auto Merge

• Automated merge of Accounts and Contacts by survivorship rules

• Invoked based on the value of the Auto Merge Threshold Profile

Option


Data Steward Dashboard

• Consolidated dashboard gives an overview of all data management tasks and status

• Single point of entry for day-to-day tasks with easy navigation to individual work areas

• Embedded analytics provides contextual insight into data management status


Data Quality Set Up Overview


Overview of Setup Tasks

• Informatica Identity Resolution setups need to be done prior to Oracle Sales Cloud setups

• Review the Customer Data Management Implementation Guide for detailed setup steps


OSC setups.

Server Configurations

Register the Cleansing and Matching Server (Pre-defined)

Server Address/Host information, Server parameters

Can be edited, but cannot be added or deleted


Data Synchronization


Setup data synchronization options and kick off the synchronization process

Sync Start Time

Enable Tables to be synced

Cleansing Configurations

Setup cleansing configurations (Pre-defined but can be edited)

Cleansing parameters



Matching Configurations

Setup matching configurations (Pre-defined but can be edited)

Score Threshold

Search Level (Breadth of search)



Run Request Dispatch Job

Run immediate process for Resolution Requests or

Schedule at a specific intervals


Manage Customer Hub Profile Options

Profile Name

Description

Specify the data quality address cleansing configuration used by the data cleansing process.

Control the transaction batch size for the data cleansing process. Set this value based on available system resources.

Control the transaction batch size for the duplicate identification process. The value is used to chunk records in the batch and process each chunk in a loop as a separate transaction.

Address Cleansing Configuration

Data Cleansing Process Batch Size

Duplicate Identification Process Batch Size

Specify the data quality organization match configuration used by the duplicate identification process.

Specify the data quality person match configuration used by the duplicate identification process.

Specify the default request type value for duplicate resolution

requests.

Specify the processing of merge requests, such as, process without approval and approval needed.

Enable survivorship rules for selecting master record and retaining attributes during a merge or update operation.

Duplicate Identification Organization Configuration

Duplicate Identification Person Configuration

Resolution Request Type Default

User Merge Requests

Survivorship Enabled

Auto Link Threshold

Auto Merge Threshold

Specify the threshold of auto link. Default value: 100.

Specify the threshold of auto merge. Default value: 100.


Manage Agreement Rules

Define to determine whether a merge request should be vetoed

Pre-defined rules are available (not editable)

Users can create new rules


agreement rules

Pre-defined

Define Survivorship Manage Survivorship Rules

• Define and activate the Survivorship Rules

• Users can create new rules or edit the existing rules.


Define Survivorship Manage Survivorship Rules

• Mandatory setup task for Auto Merge feature

• Survivorship functionality is disabled by default

• Set the ZCH_ENABLE_SURVIVORSHIP profile option to "Yes"


Define Survivorship

Manage Source System Confidence

• Source Confident Level can be used as criteria in survivorship rules

• Set confidence level for attributes of Contact/Account for one or more

systems

• Attribute list includes OOTB and extended attributes

• Confidence level is from 0 to 100


3. Set the

confidence level for

source

1. Select the

object type

2. Select the attribute

Define Survivorship Manage Source System Confidence


Summary of Enhancement Capabilities

• Enrich Accounts and B2B Contacts

• Users can clean and enrich existing Accounts and Contacts in Oracle

Sales Cloud using Oracle Social Data and Insight Service

• Import New Accounts and Contacts into Sales Cloud

• Users can import new Accounts and Contacts from Social Data and

Insight Service to Sales Cloud

• Administration of Automerge

• Use sample survivorship rules or create new rules to define how records

should be automatically merged when duplicates exist

• Outbound Real-Time Integration

• Integrate applications that hold customer data and get consolidated

notifications when Account, Contact, and Household data changes


Additional Information

For contact enrichment, the accounts related to the contacts need to

be in Sales Cloud. If not, the associated accounts need to be

imported from Data Cloud before the contact Import

If custom attributes need to be enriched, edit the seeded import

templates to add the new mapping for the custom attributes to data

cloud attributes.

For the Administration of Automerge, sample Survivorship Rules are

not activated

Survivorship rules will be applicable for update in future release

Survivorship for child entities, data created through File Import or Web services will be supported in future release


Manage Contacts and Interactions

Data Quality and Enrichment

On create, displays

possible duplicates

Exact and fuzzy matches*

Select existing contact or

choose to continue creation

Validates and standardizes

addresses during create and update**

Enrich accounts and contacts

with D&B data via Oracle Social

Data and Insight Cloud integration

Accesses new contacts from

Oracle Social Data and Insight Cloud

integration

*Requires additional licensing for Data Quality Matching. **Requires additional licensing for Data Quality Cleansing.


Contacts A contact is

A business contact and/or

A person you sell to or want to sell to directly

Contact Types:

Contact

A person who is associated to an account you sell to or want to sell

to Customer

A person you are selling to or have sold to



Prospect

A person you potentially want to sell to




Contacts List Page Main list page unified for

business contacts and contacts you directly sell to

Card view or list view

View, create, search

Actions


Create a Contact

Simple, minimal data

entry to create contact


any device - desktop, laptop,

mobile

Optionally associate Account to the contact or Create Contact from Account

Configure UI to add Type

Create via file import or Web services

Embedded address validation and contact duplicate check


Contact Overview Page

Contact summary at a

glance

Account

Opportunities

Leads

Assets*

Recommendations*

Recent interactions

* Applicable to Contacts of Type Customer only


Contact Edit Page

Contact 360° View

Single view of business contact

and contact you directly sell to*

Affinity, Job Title and Buying

Role are available at Contact

level*

Attachments*

Opportunities, Leads

Relationships*

Embedded address validation*


collaboration*


appointments

Analytics

Custom sub tabs* * New in Release 8


Extend Contact Object

R7 provides multiple ways to configure contact functionality: Contact (B2B contact) uses Contact and Customer Contact

Consumer (B2C contact) uses Contact and Sales Account

R8 provides a consistent model for SUI, Mobile and Outlook base on a

single Contact object

R7 R8


Contact* Y Y N N Y Y (incl.

custom child)

Y (incl.

custom child)

Y (incl.

custom child)

Customer

Contact

Y N Y N Y

Sales

Account

Y (incl.

custom child)

Y N N Y (incl.

custom child)

*Trading Community Person Profile is renamed to Contact in R8


Ma

Manage Interactions

For contact enrichment, the accounts related to the contacts need to

be in Sales Cloud. If not, the associated accounts need to be

imported from Data Cloud before the contact Import

If custom attributes need to be enriched, edit the seeded import

templates to add the new mapping for the custom attributes to data

cloud attributes.

For the Administration of Automerge, sample Survivorship Rules are

not activated

Survivorship rules will be applicable for update in future release

Survivorship for child entities, data created through File Import or Web services will be supported in future release


Capture items to help you manage your calendar


Appointments

Requires start, end, and subject

Allows you to set start, end, a reminder, a location, participants,

recurrence, what the appointment is related to


Appointment Details

An appointment to make a customer

presentation

Record day-to-day communications that help make a sale


Interactions

Requires account and start

Allows you to set type, resolution, inbound, outbound and other data


Interaction Details

An interaction that records a call to a

customer

Ma

Interaction Lookups

Use the appropriate task to change lookup values

-Manage Sales Interaction Standard Lookups

- Manage Sales Lead Interaction Standard Lookups

Use ZMM_INTERACTION_TYPE to set values for “Type”

Use ZMM_INTERACTION_OUTCOME_CODE to set values for

“Resolution”


When you create tasks, appointments and interactions from other

activities, the information from the existing activity populates the fields for

the new activity


Interactions

Note Type Mapping Tasks

•Use the appropriate task to set the values for the individual objects

-Manage Customer Center Note Type Mapping

-Manage Sales Note Type Mapping

-Manage Sales Lead Note Type Mapping


Tasks

Capture to-do items that appear on your calendar

Requires subject


Task Details

Allow you to set category, priority, owner, due date, percentage complete,

and so on

Task to create and submit a review


Task Lookups

•Use the "Manage Standard Lookups" task to change the lookup values

•Use ZMM_TASK_PRIORITY_CD to set values for "Priority"

•Use ZMM_TASK_CATEGORY_CD to set values for "Category"


Task Templates

•Are collections of tasks that are commonly performed together

•Are created by administrators to allow users to add related tasks all at once

-Use Actions > Create > Create Tasks from a Template

For example for each new opportunity it is common to perform these tasks


Task Template Implementation Tasks

Use the appropriate tasks to create the task templates

-Manage Sales Task Template

-Manage Sales Lead Task Template

Template that users can use to create common tasks

Tasks


Notes

Capture non-standard information received while conducting business

Requires type


Note Details

Allow you to set type, private, and free-form text

A note that captures information obtained about the

customer's budget


Note Types

•You can configure the values available for Type for notes

-The values are stored in the ZMM_NOTE_TYPE lookup

-Values are available for notes associated with any type of business object

-The as-delivered values are General, Reference, and Special

•Use the appropriate task to change the as-delivered values

-Manage Sales Note Type

-Manage Sales Lead Note Type


Note Type Mapping

Defines a particular list of note types for a particular business object

You must define the values in the lookup first

If you do not define a mapping for the business object, the default mapping

is used

Use these note types

For notes associated with opportunities

Use the default note types

For any object which doesn't have a mapping defined


Additional Information

Contact Management

OOTB UI is optimized for business account deployments and flows

Use Application Composer dynamic layout feature to configure

the contact create/edit UIs

If you are selling directly to contacts you can configure Contact Type

using application composer, and display the choice on screen

Single Contact import for both business contact and contacts you

directly sell to

Account, Contact and Household

Address and contact point (phone, e-mail) specific “Do not contact”

preferences can only be managed in Desktop UI, but the information, if set, will be visible in the Simplified UI


oracle sales cloud customer management - oukcoukc.oracle.com/static14/opn/events14/166736/oracle...

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