#release 12

#Resolving #ServiceRequests in #EngagementCloud starts with assigning them first #OracleSalesCloud #CX #CRM

Remember Edouard who had a chocolate related problem?  Logging a service request is one thing, finding the right service agent to resolve the problem is another one.  This post is all about how service request assignment in Engagement Cloud works in Release 12.

Queues

Notice how the service request in the screenshot above was assigned to a queue.

Service Requests are not assigned to queues in…

Add #ServiceRequestManagement to #SalesCloud and you get #EngagementCloud #CX #CRM #OracleSalesCloud

As I mentioned in my Release 12 introduction post, service request management functionality has been added to Sales Cloud.  And that changes EVERYTHING to the point that the name Sales Cloud no longer covers very well what Sales Cloud is capable off.

Whenever Oracle is mentioning ‘Engagement Cloud’, they are referring to Sales Cloud combined with the Service Management offering on the same Sales…

#WhyNot #IncreaseEfficiency with #SalesCloud by using #TaskTemplates #CRM #OracleSalesCloud

When managing opportunities and leads, creating tasks for yourself or the account teams involved in order to organize the workload is a day to day activity.  Why not organize the typical tasks that need to be performed throughout the sales cycles into task templates and make your job a little easier !

Task Templates

Task templates are groups of tasks that can be added to leads or opportunities…

#CheckThisOut #Amazing new #SalesCloud #Release12 #Analytics capabilities #OracleSalesCloud #CRM

As with every new version of Sales Cloud, there are quite a few R12 analytics enhancements.  And as Analytics is one of my favorite subjects, I off course had to test and try all of them.

Service Infolets

The easiest new analytics feature to discover is the set of service infolets that come with Engagement Cloud.  They get they own service infolet page next to the sales infolet page.  A new…

Why update 1 if you can #MassUpdate many in #OracleSalesCloud

Whether it is updating an opportunity sales stage, a contact phone number or an account address, making changes to information in Sales Cloud is business as usual.  But how would you make the same change on multiple records?  Record per record?  Or would you prefer a feature that allows you to mass update changes on multiple records simultaneously?

Mass Update

When enabled on the opportunity or…

Enhance #TerritoryManagement with more #Classification in #OracleSalesCloud #R12 #AccountManagement

Sales Cloud R12 account management does not come with major changes. But a few nice enhancements are worth mentioning nevertheless as they allow you to be more creative when implementing your account management processes.

Although I discuss these new features listed below in the context of accounts, they also apply to Contacts and Households.

Additional Classifications

R12 Account Management…

Check out the awesome #OracleSalesCloud #Release12 #UserExperience enhancements #UX #CRM

User Experience is one of my As with all new Sales Cloud release, there are lots of R12 user experience enhancements.

Homepage Personalization

The Sales Cloud navigator represents the total list of functionality accessible to you.  The navigator is accessible through the ‘hamburger’ icon in the top menu bar.  This list can get long though and that is why the homepage springboard serves as a great…

The introduction of the new enterprise mobile app is one of the MAJOR new features in Sales Cloud and deserves a proper introduction.

Until release 12, Sales Cloud came with multiple mobile apps of different types:

a multi-purpose app called Oracle Sales Cloud Mobilethat allowed users to manage their daily activities: manage activities, consult account information, update opportunities, submit…