Adobe Captivate - Oracle



Slide 3 - Oracle Sales Cloud Release 9

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Welcome to Oracle Sales Cloud training for Release 9. In this session, we’ll talk about what’s coming in account and contact management.

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Slide 4 - Agenda

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In this session we’ll start with an overview of our account management enhancements followed with enhancements in contact management. For each, we’ll go into more detail, explaining what has changed, why it’s of benefit, and what problems it solves.

We’ll explain exactly how to enable the feature, what steps are required to implement it, and cover anything you need to consider before using it.

We’ll wrap up with some information on best practices we recommend, and a summary of other resources that can help you get started.

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Slide 5 - Accounts and Contacts Enhancement Overview

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We’ve introduced a number of features to help you manage your contacts and accounts in Oracle Sales Cloud.

With release 9, sales representatives can:

• Manage their account and contacts more effectively from their tablet devices or desktop.

• Enrich account and contact data with Dun and Bradstreet data from Oracle Social Data and Insight Cloud Service.

• Create a quote from an account

• View a contact’s digital activities from the Contact Overview page

• See a roll-up of household data and a graphical diagram to represent relationships

We will go over these enhancements in detail in the next section of this presentation.

First, let’s talk about the enhancements that make it easier for you to manage your accounts and contacts.

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Slide 6 - Manage Accounts and Contacts

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The following enhancements make it easier to manage customer data using Oracle Sales Cloud’s simplified pages from your desktop or tablet browser:

Quick Create: Create an account or contact record without specifying an address.

Quick Actions: Log a call, add a note, or create a task easily from any account or contact page.

Multiple addresses: Capture as many addresses as needed for an account, contact or household.

Assessments: A guided account planning process helps you analyze your strengths, weaknesses, opportunities, and threats for a given account.

Reference Systems: Maintain Original System references for Accounts

Merge Request: Merge account, contact records from their respective lists

Customizable Overview Pages: Add or remove fields, photos, and summaries of related transactions on account, contact and household overview pages.

Do Not Call Management: Indicate which phone numbers or emails your clients do not want you to use. These indicators can be updated via government compliance lists, company internal lists, or file-based data import. Sales representatives can also update the Do Not Call indicator from their tablets during client visits.

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Slide 7 - Manage Accounts and Contacts: Quick Create

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Now the sales representatives can create accounts without specifying any address. A simple name and type will be enough to create the record. The creator will Both Prospects and Customers can be quickly created and assigned to territories .

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Slide 8 - Manage Accounts and Contacts: Quick Create

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To create a record a sales representative may not always have address information handy. That constraint has now been relaxed. Sales users are now free to add records without having to worry about adding address every time they try to create customers.

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Slide 9 - Manage Accounts and Contacts: Quick Actions

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Sales representatives have streamlined navigation which optimizes access to commonly used tasks. This is achieved via the following Quick Actions in the Contact Profile:

- Log a Call

• Add a Note

• Create a Task

• Create an Appointment

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Slide 10 - Manage Accounts and Contacts: Quick Actions

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Sales representatives do not need extra clicks to navigate the activity section to log their future/past interactions with the customer.

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Slide 11 - Manage Accounts and Contacts: Multiple Addresses

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Sales representatives can now specify multiple addresses for their accounts on the intuitive, simplified pages. This gives sales representatives a complete view of the account, contact, and household details. The addresses can be designated by type, such as bill-to, sell-to, and ship to. The profile page itself provides the capability to view all the addresses and mark any one as primary.

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Slide 12 - Manage Accounts and Contacts: Assessments

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Real-time account rating helps the team gauge the customer mood, both for new deals and re-sells. Now the sales representative can answer pre-defined questionnaire to assess account health and positioning.

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Slide 13 - Manage Accounts and Contacts: Reference Systems

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Sales representatives and managers can now maintain the original system reference for their records. They can log the unique IDs and then use them for referencing details in the 3rd party systems.

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Slide 14 - Manage Accounts and Contacts: Reference Systems

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With Original System information available, the sales users can now check for more details of their accounts from all other systems (financials, order history, service history and so on).

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Slide 15 - Manage Accounts and Contacts: Multiple Phones, E-Mails

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Most of the times, sales representatives want to store multiple contact points and values for each of their contacts. They can use the new feature in the Simplified UI where they can add more numbers and emails, and specify the primary tag.

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Slide 16 - Manage Accounts and Contacts: Multiple Phones, E-Mails

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All contact points with individual preferences are available to the end user. Sales representatives now have a single click view of all possible ways to contact a customer and where not to.

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Slide 17 - Manage Accounts and Contacts: Do Not Call Management

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Do Not Call Management enables users to manage their client’s contact preferences by indicating which phone number, e-mail and address they do not want to use. Do not call, Do not e-mail and Do not mail can be maintained at a Contact level and/or at a phone, e-mail and address record level. When a phone, e-mail or address is flagged as Do not contact, a visual indication appears next to it throughout the application.

Do Not Call Management also allows customers to update their client’s contact preferences based on Government Do not call Registry and Company Do not call Lists. It ensures that users cannot modify the Do not call preference for phones flagged as Do not call based on a Government Do not call Registry.

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Slide 18 - Manage Accounts and Contacts: Do Not Call Management

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Enables sales representatives to manage their Client’s contact preferences by simply checking/un-checking the Do not call, Do not e-mail and Do not mail flags. Do not call, Do not e-mail and Do not mail can be maintained at a Contact level and/or at a phone, e-mail and address record level providing more flexibility

Enables sales representatives to be compliant with their Client’s contact preferences by providing a visual indication next to the Phone number, E-mail and Address if flagged as Do not contact

Allows customers to manage their client’s contact preferences based on government compliance lists and company internal lists. It ensures that users cannot modify the Do not call preference for phones flagged as Do not call based on a Government Do not call Registry

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Slide 19 - Manage Accounts and Contacts: Merge Requests

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Sometimes the sales representatives are faced with a scenario where they have multiple account / contact records in the system which are very similar to each other. To merge all these records into one record, they can select them from the list and call the action. The merge action is logged for the data steward manager to review in the CDM system. A data steward manager can be requested to configure rules on how the merge should behave, including definitions of each parameter that needs to be retained.

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Slide 20 - Manage Accounts and Contacts: Merge Requests

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Merging all redundant data helps sales representatives with clean and updated records. The sales process becomes extremely streamlined and all interactions carry more purpose.

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Slide 21 - Manage Accounts and Contacts: Extensibility: Overview and Other Subtab

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The Overview page can now be customized to personalize the layout and information according to the sales representatives’ needs. The same can be done for all the sub-tabs seen in the account/contact/household pages.

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Slide 22 - Manage Accounts and Contacts: Extensibility: Overview and Other Subtab

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Sales representatives get relevant information on their most frequently visited pages and it’s constantly customizable.

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Slide 23 - Manage Accounts and Contacts: New SOAP Web Services

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Composite services are available instead of individual services for each child entity.

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Slide 24 - Manage Accounts and Contacts: New SOAP Web Services

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Single service call can create / retrieve entire records.

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Slide 25 - Enrich Accounts and Contacts

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Sales representatives and managers can now update their account and contact records with real-time data. The data cloud service provides updated data like address, job title and so on. A simple action on the account profile updates the entire records for the end user. Representatives will also have an option to study the Data cloud data and ignore is necessary.

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Slide 26 - Real-Time Enrichment of New Contacts for Existing Account

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Real Time enrichment will allow an account manager to bring in additional contacts from a 3rd party data source, therefore updating account records with the latest data. Note that these records can be updated based on job title level.

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Slide 27 - Enrich Accounts and Contacts

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Updated/ Recent data is critical to a sales representative. It makes all the difference in determining a correct buying center and quick communication channels to seal deals. Incorrect/ old data can lead to wastage of time and resources. Enrichment function with integration to Oracle Data Cloud is an extremely useful feature .

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Slide 28 - Create A Quote From An Account

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With the release 9 standard integration of sales cloud and CPQ cloud, the sales representative now has the ability to manage quotes for the opportunities that they are working on. They can easily create quote, drilldown to specific quote to finalize pricing or generate proposal document. Once they are satisfied with the accuracy of the quote, they can synchronize the changes back to the associated opportunity so that accurate numbers can be forecasted. The sales representative can quickly access the proposal generated out of the quote right from sales cloud. The very same quotes are also visible from the accounts so that the sales representative can get a quick idea on the business activity around an account.

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Slide 29 - Create A Quote From An Account

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The sales representative can now quickly create quote for a customer with lot of confidence that the quote created will reflect accurate pricing and right product configuration. Generating proposal is quick and simple as variety of proposal templates can be made available for the sales representative to choose from so that a consistent message is communicated to the end customer. In the cases where discounting or price match is needed, approvals can be easily created by the sales representative that can drastically enhance the accuracy of the quote and customer satisfaction. The sales representative can be confident that the final quote lines are completely synced to the underlying opportunity record so that the perfect forecasting can be achieved every time.

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Slide 30 - View Digital Activities in Contact Overview

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With Oracle Marketing Cloud integration , a sales representative can now see the entire digital profile of each contact. They can check the following metrics in a single view:

• E-mail Click through

• Website visits

• Form submission

The details of each of these can be viewed in the Oracle Marketing cloud and actionable items identified.

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Slide 31 - View Digital Activities in Contact Overview

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A consolidated view of all the interaction points with a contact is extremely useful for a sales representative. It provides a quick view on the engagement levels and effective campaign / communication measurement for future proposals .

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Slide 32 - Household Roll-up and Relationship Diagram

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A household consists of one or more contacts to whom you are selling. For consumer-oriented industries, such as banking, insurance, retail, or telecommunications, it is important to have an aggregated view of total assets, expenses, transactions, and activities for a household. The Household 360 overview page is enhanced to show all the aggregated leads, opportunities, assets and activities for each family.

You can also capture referral contacts for the household. A relationship diagram shows a visual representation of all the roles and connections to the family or other contacts tied to the household. For example, you can see the husband’s employer, the wife’s referral contact, or the school the children attend to gain a comprehensive view about the family.

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Slide 33 - Household Roll-up & Relationship Diagram

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With complex households with multiple relationships , a diagrammatic overview is a great tool for a sales representative.

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Slide 43 - Summary of Enhancement Capabilities

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Slide 44 - Implementation Advice

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So that concludes the audio portion of this presentation, thank you for listening. There is no audio in the implementation advice section.

You can easily pause and rewind any of these slides if you require additional time to take in the detail.

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Slide 45 - Business Process Model Information

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Slide 46 - Feature Impact Guidelines

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Slide 47 - Job Roles & Associated Duty Roles

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Slide 48 - Duty Roles & Associated Privileges

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Slide 49 - Setup for Built-In Digital Activities

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This setup is required to establish Web Service connection with Eloqua

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Slide 50 - Setup for Built-In Digital Activities...contd

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The Built-In Digital Activities in the Contact Overview will be hidden OOTB. It can be made visible using the App Composer.

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Slide 51 - Setup Summary: Real-Time Enrichment

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Slide 52 - Real-Time Enrichment Setup Detail

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Data Cloud Enrichment Preferences

Enables real-time enrichment per object

Sets up preferences on default behavior for enrichment at the attribute level

Sets up matching threshold per object

Data Cloud Connection Settings

Sets up the data cloud endpoints (For example, URL and username/password details)

Matching in Sales Cloud

Finds if the new contacts to be added to Sales Cloud already exist in CRM

Sales Cloud calls Fusion Data Quality service to check for matching contact records in FCRM

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Slide 53 - Real-Time Enrichment Setup Detail

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Admins can configure the mapping of Data Service values to Oracles Sales Cloud objects and attributes

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Slide 54 - Household Relationship Setup Detail

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The seeded values for Household contact relationships are: Spouse, Parent and Child

The seeded values for Other Relationship are: For type ‘Account’, it is Bank and Other; For type ‘Contact’ it is Advisor and Other; For type ‘Household’ it is Other

For more details on how to add custom values, please refer to post upgrade task document named ‘HOUSEHOLD USER INTERFACE CHANGES IN RELEASE 9’.

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Slide 55 - Related Reports & Analytics Information

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For more details of the related reports and analytics information, please refer to the Sales Analytics TOI.

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