Adobe Captivate - Oracle



Slide 3 - Oracle Sales Cloud Release 11

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Hello. In this session we will talk about what’s coming in Oracle Sales Cloud Release 11 Partner Relationship Management, specifically in the area of Partner Management.

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Slide 4 - Agenda

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For the enhancements covered in this training, we’ll give an overview, followed by more detail to explain how you can use the enhancements, and what business value they bring.

Then, we’ll walk you through a demonstration.

Next, we’ll explain what you need to consider before enabling these features for your business.

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Slide 5 - Enhancements Overview

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Release 11 brings in several enhancements in the Partner Management area. They are

• Ability to manage partner hierarchies and relationships

• Ability to publish news and announcements on partner portal home page, for partner users to view them easily

• Ability for channel users to log into sales cloud partner portal as partner users, to resolve any issue reported by partner users

• Partner self service registration RESTful API and approval workflow for brand owner to build and rollout partner registration UI

• Ability for partner users to accept or reject a lead directly from email

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Slide 6 - Partner Hierarchies and Distributor-Reseller Relationship

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Partner Hierarchies feature allows you to capture corporate hierarchy of resellers, distributors, or other partners. You can capture complex hierarchy across global headquarters, domestic headquarters, regional subsidiaries, with 10 levels of depth and as many partner records at any level you need to capture.

Partner Relationships feature allows you to capture various business relationships among your partners, between partners and accounts, between partners and contacts. For example, a common relationship captured is between resellers and distributors.

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Slide 7 - Partner Hierarchies and Distributor-Reseller Relationship

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Now you can leverage rolled up report across partner hierarchy for critical business information e.g. opportunity revenue, leads, deal registrations. You have better insight into what your partner is doing across regions and lines of business.

With partner relationships, your knowledge about your resellers is now extended to better understand what distributors, carriers etc. they work with. You can review their coverage and plan market expansion accordingly.

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Slide 8 - Partner Home Page Announcements

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Partner Announcements allow you to define key business and product announcements, and publish them on the partner portal. Partners will see these announcements as soon as they log in. You can include any HTML and embedded content into any announcement. You can have as many announcements as you need. Announcements are setup with specific start and end dates, providing you automatic display and expiry based on start and end date.

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Slide 9 - Partner Home Page Announcements

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Key business information that you want to share with your partners does not need to be sent over emails any more. Publish them on the portal; partners will see it right away. Announcements will disappear when they expire, without you manually taking an action on date of expiry. Not just time based announcements use this feature to give your partners link to other critical assets that you want to share with your partners.

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Slide 10 - Partner User Impersonation

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Partner User Impersonation allows you to become the partner user and log into Oracle Sales Cloud Partner Portal. You get to use the system exactly as the partner user you are impersonating would use the system. Any change you make to data will be recorded as audit information with your own user name and partner user’s name. Once you are done, switch back to your own user account in one click.

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Slide 11 - Partner User Impersonation

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Resolve partner complaints quickly and without asking partner users for password, proxy access, web conference etc. No longer do you need to call your partner for troubleshooting. You have the controlled power to login as the partner user, complete your investigation, and solve your partners’ problem on the partner portal very quickly and smoothly.

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Slide 12 - Self-service Registration for Partners

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New partner registration infrastructure allows you to build partner self service registration process with your branded look and feel, anywhere you want to offer it to new partners e.g. your web site, and control how approval process will be executed. Leverage out of the box approval workflow or configure it to meet your organization’s need.

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Slide 13 - Self-service Registration for Partners

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Entice new partners to register by offering easy and friendly self service registration at the right touch points with your partners. Speed up new partner onboarding process with configurable approval process. Kick off additional tasks from onboarding process and introduce validations before new partner can be made active and participate in business.

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Slide 14 - Accept or Reject Lead from Email

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When channel manager assigns a lead to a partner, primary partner contact will receive an email immediately telling them to review and accept the lead. Partners can click Accept or Reject in the email itself to respond. Once accepted via email, the lead is available to them on the partner portal to work on.

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Slide 15 - Accept or Reject Lead from Email

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As a brand owner, one of your biggest concerns is how quickly your partners are reviewing leads you have sent to them, and how fast they are responding. In addition to the in-application notification, you now have an automatic email sent to the partner upon lead assignment that allows your partner to respond to your lead right away. They can take more leads, nurture leads more efficiently, and close more deals for you.

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Slide 165 - Summary of Enhancement Capabilities

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Here is the summary of the features I have talked about today. As a channel account manager I have looked at a partner hierarchy for one of my partners, I added a new subsidiary that we on boarded last month, and also reviewed what distributors my partner works with. Then I showed you how I get notified about incoming new partner registration request, and approve them quickly.

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Slide 166 - Summary of Enhancement Capabilities

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I have also shown you how I can set up a new partner announcement and edit published announcements. I logged in as a partner user leveraging the simple impersonation tool and reviewed the announcement that I just set up.

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Slide 167 - Implementation Advice

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In this implementation advice section we will go through what you need to consider before enabling these features in your business, and what you need to know to set them up.

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Slide 168 - Feature Impact Guidelines

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Four of the features covered in this training are automatically available after upgrade.

Feature Accept or Reject Lead from Email is not automatically available, and has mandatory setup associated with it – setup specifies are covered later in this section. Optionally you can also configure the lead notification rule.

You can also optionally configure features Partner Hierarchies and Relationships, Partner User Impersonation, and Self-service Registration for Partners. The setup configuration is discussed later.

All five features can be accessed through existing shipped job roles.

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Slide 169 - Partner Hierarchies and Relationships Setup Summary

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You can define what relationship types you’ll use in the system. Use Manage Relationship Types task for that. If you have customized partner UI layout, you’ll need to review the Oracle shipped layout and re-create your custom layout to include the new Relationship tab.

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Slide 170 - Partner Hierarchies and Relationships Setup Detail

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To configure relationship types as per your business needs, go to Manage Relationship Types task in FSM. Create a relationship type if you need to by clicking the Create icon. Or search for an existing relationship type and click a relationship type to Edit it. You can find more information about managing relationship types in Implementing Customer Data Management book, Define Relationships section.

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Slide 171 - Partner Hierarchies and Relationships Setup Detail

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If you have created custom layout for partner object, you’ll need to use Application Composer to display the new Relationship tab. In Application Composer, select Sales application, Partner standard object, Pages. Create a new layout or edit existing layout under Details Page Layouts section. You can find more information about configuring page layouts in Customizing Sales book, Extending Simplified Pages section.

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Slide 172 - Partner Hierarchies and Relationships Setup Detail

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You can hide or show Relationship tab in a specific layout. You can also configure what details will be shown under Relationship tab pages e.g. what columns will be shown in relationship table. Refer to Extending Simplified Pages section in Customizing Sales book for more details.

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Slide 173 - Partner User Impersonation Setup Summary

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Out of the box, audit during impersonation is enabled. You can disable using Audit Impersonation Transaction Enabled profile option. You can also control how many days after you impersonate a partner user, the user name will be available in user switcher for you to easily login as that user.

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Slide 174 - Partner User Impersonation Setup Detail

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In FSM, search and go to Manage Administrator Profile Values task. Search for impersonation feature related profile options. An easy way to search is to use %Impersonation% in the Profile Display Name condition. Select each profile option, review the current value, and change the current value to new value as needed.

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Slide 175 - Self-service Registration for Partners Summary

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Out of the box, partner registration approval requests go to Channel Operations Manager. Optionally you can configure the notification process using BPM Worklist.

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Slide 176 - Self-service Registration for Partners Detail

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Launch Oracle Business Process Management (BPM) Worklist application, either from direct BPM Worklist application URL, or from Notification icon. Go to Administration -> Task Configurations. You have to have administrator access in BPM Worklist app to do this. Select the relevant task, CrmSsCustomerRegistrationApproval in this case. Click Edit icon to be able to edit various task configuration. Refer to Using Approval Management chapter in Fusion Middleware Modeling and Implementation Guide for Oracle Business Process Management, for more details.

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Slide 177 - Accept or Reject Lead from Email Setup Summary

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To enable Accept or Reject Lead from Email feature, set the profile option value for Use Default Lead Notification Process to yes. Out of the box process sends email to primary partner contact. Optionally you can configure the notification process using BPM Worklist.

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Slide 178 - Accept or Reject Lead from Email Setup Detail

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In FSM, search and go to Manage Administrator Profile Values task. Search for lead notification feature related profile options. An easy way to search is to use %Lead Notification% in the Profile Display Name condition. Select each profile option, review the current value, and change the current value to new value as needed.

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Slide 179 - Accept or Reject Lead from Email Setup Detail

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Launch Oracle Business Process Management (BPM) Worklist application, either from direct BPM Worklist application URL, or from Notification icon. Go to Administration -> Task Configurations. You have to have administrator access in BPM Worklist app to do this. Select the relevant task, LeadNotificationTask in this case. Click Edit icon to be able to edit various task configuration. Refer to Using Approval Management chapter in Fusion Middleware Modeling and Implementation Guide for Oracle Business Process Management, for more details.

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Slide 180 - Job Roles

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This table details the shipped job roles that will access the new capabilities covered in this training.

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Slide 181 - Business Process Model Information

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The business processes associated with the new capabilities covered in this training are detailed here.

The high level business process is Manage Partners with activity Manage Partner Accounts.

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Slide 182 - Related Reports & BI Analytic Information

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Reports that cover the new features are

1. Partner Hierarchy Roll Up for CAM – targeted for Channel Account Manager, and shows information based on partners they own

2. Partner Hierarchy Roll Up for CSM – targeted for Channel Sales Manager, and shows information based on partners they or their subordinates own

This concludes this presentation, thank you for listening. You can easily pause and rewind any of these slides if you require additional time to take in the detail.

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