ORACLE SALES CLOUD

IMPLEMENTATION PARTNER
WORKSHOP

Oracle Sales Cloud

Account and Contact Management

Oracle Product Development

July 2013

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Safe Harbor Statement

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

for information purposes only, and may not be incorporated into any contract.
It is not a commitment to deliver any material, code, or
functionality, and should not be relied upon in making
purchasing decisions. The development, release, and timing of
any features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.

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Content Subject to Change

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

However, Oracle Sales Cloud continues to evolve and software patches are
applied frequently; therefore this information is subject to
change. Check with your Oracle Representative for updates.

This content is not warranted to be error-free.

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Topics

 Account and Contact Management Features and

Object Model in Application Composer
 Release 7 Enhancements
 Extend and Configure B2B Customer, B2C Consumer
and Business Contact
 Configure Role-Based Search

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Start with Clean Customer Master Data
Centralized, Clean, and Shared Customer Data

• Target sales organization better with

consistent, shared customer
information
• Customer 360: a complete view of
customer
• Clean Customer Data: standardize,
analyze, and cleanse customer data
• Unified View: Across Marketing,
Sales, Service, Social & Installed
Base

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Key Features

• Create and update accounts and contacts via

– UI
– Import
– Web service
• Enforce data quality via dup detection and merge request
• Manage account team
– territory and resource assignment
• Manage account hierarchy
• Manage relationships with other persons and organizations
• Collaborate on Oracle Social Network
• Unified view across marketing, sales, service, social and installed base
• Product recommendations, assessments and competitive presence
• Extend and Configure

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Customer Types

Sales Account
• Captures the selling relationship between company using Oracle Sales
Cloud and its clients (Organizations or people)
• A sales account has a single sell-to address, eg., used in territory
assignment
• Sales account profile captures sales extension attributes such as named
account flag, existing account flag
• Can have associated Leads and Opportunities
• Can be assigned to Territories and has an owner

Sales Prospect
• An Organization or Person that the company using Oracle Sales Cloud
is interested in selling its products or services to
• A sales prospect does not have an address used for selling. They may
have other addresses
• Can have Leads, cannot have Opportunities
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B2B Customer

• Definition
– B2B customers are organizations that the company sells to.
– Customer can be a Sales Account or Sales Prospect.
– Customers that are Sales Account have a Sales Account Profile and a Sell-
to Address.

• Extending B2B Customer

– Extend the following objects in application composer
— Trading Community Organization Profile
— Sales Account

• Terminology when compared to other Oracle CRM products

FCRM CRMOD SEBL EBS PSFT

Customer Account Account Customer Customer

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B2C Consumer

• Definition
– B2C consumers are persons that the company sells to.
– Consumer can be a Sales Account or Sales Prospect.
– Consumers that are Sales Account have a Sales Account Profile and a Sell-
to Address.

• Extending B2C Consumer

– Extend the following objects in application composer
— Trading Community Person Profile
— Sales Account

• Terminology when compared to other Oracle CRM products

FCRM CRMOD SEBL EBS PSFT

Consumer Contact, Account Contact, Account Customer Consumer

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Business Contact

• Definition
– Business contacts are persons who act on behalf of a customer the
company sells to.
– The business contact can be associate to zero, one or more customers.
– In a B2B2C implementation, the same person can be both a consumer and
a business contact

• Extending Business Contact

– Extend the following objects in application composer
— Trading Community Person Profile
— Trading Community Customer Contact Profile

• Terminology when compared to other Oracle CRM products

FCRM CRMOD SEBL EBS PSFT

Contact Contact Contact Contact Contact

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New & Improved Customer Center UI

1) First release of a simplified UI

• Fresh look and feel, large icons, intuitive
flows, and FAST
• Simple tasks sales reps perform quickly

2) Improved desktop UI
• Dashboard configurability
• Better hyperlinked navigation
• Configurable search

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Managing Company Information

•Simple and minimal

data entry to capture
company info via a
browser on any
device - desktop,
laptop, tablet, and
mobile.
•1-click to view
business contacts,
leads, opportunities,
appointments, tasks,
and notes.

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 Managing Business Contacts

• View key influencers and

know their affinity for your
B2B deals.
• Track all interactions,
tasks and appointments
for business contacts.

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 Managing B2C Individual Consumers

• Selling to B2C customers is

easy. Simple and minimal data
entry to capture individual
consumer info.
• Track interactions, leads,
opportunities, tasks, etc.
• Advanced “relationship” feature
to connect Consumers to other
consumers or companies or any
other relationships for selling.
• Data quality to keep data clean.

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Access More Functionalities When Needed

Toggle to desktop UI
via icon
Click Home to return
to simplified UI.

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 Configurable Simplified UI

• Hide/Show fields
• Add custom fields
• Add links
• Tables and forms via TCA person profile object

via Sales Account Object

Standard Field

Custom “fixed choice list” Field

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Configurable Desktop UI
Customer Dashboard, Snapshot

Use Page Composer to add,

remove or re-order reports
the Analysis tab

Click on Add Content to add

report. Click on X to remove
existing report

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Role-based Saved Searches
Sales Reps vs. Sales Managers

Tailor search fields for manager versus rep users.

• In Page Composer, create a search option visible only to Job Role = Sales
Manager. Managers can search by:
– Territory name, Account or opportunity owner, Team member or sales credit recipient,
etc.

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 User-based Search Filters
Sales Reps can hide, show, or refine a search list

1) Personalize his/her saved searches/lists

• Simply click on “personalize…” to hide the lists not used often.
2) Filter opportunities, leads, and customer records by
various “Record Set” visibility.
• Built-in end user visibility rules.

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Practice 9A & 9B: Configuring Account, Contact and
Search

• Add Warranty as a custom node for B2C Consumer

– Customer Center > Sales Account
– Common > Trading Community Person
• Add a link to launch Linkedin profile for Business Contact
– Common > Trading Community Customer Contact
– Common > Trading Community Person
• Add custom saved search
– By user
– By role

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Lesson Highlights

• You can customize customer center desktop UI and

simplified UI
• You can extend account and contact to create custom
fields and custom child objects, show custom links and
execute custom scripts
– B2B Customer (Organization, Sales Account)
– B2C Consumer (Person, Sales Account)
– Business Contact (Person, Customer Contact)
• You can configure role-based saved search

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