Administrator Preview Guide. Release 36 March 9, 2018 VERSION

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1 Administrator Preview Guide Release 36 March 9, 2018 VERSION

2 Table of Contents Document Versioning 4 Summary of Release Features 5 Administration 7 Ability to Keep Field Audit Records for 366 Days 7 Ability to Remove the Export Requests Attachments Delete Option 7 Enable List Management Capabilities for Company Audit Data 8 Introduce a Central Audit Page for All Exports 8 Introduce Company Profile Settings - Export Requests Expiry and Export Requests Attachment Expiry 9 Analytics 10 Ability to Assign Visibility on V3 Dashboards Folders 10 Add Account, Lead and Opportunity Dimensions to V3 Events Real-time Subject Area 12 Add Date Dimensions to V3 Opportunity Team Subject Areas 12 Expose Signed Status in Invitee Dimension in V3 Events History and Real-time Subject Areas 13 Map Missing Contact Custom Fields in V3 Account Contact History Subject Area 14 Multi-Select Picklist Reporting for Account, Contact, Opportunity, Lead, Activity and Service Request in V3 Real-time Reporting Subject Areas 14 Support the Reporting of Custom Objects in V3 Analytics 15 Application Customization 16 Ability to Configure Default Filter Criteria for Related Information Sections 16 Ability to Configure Default Sort Order for Account Opportunity by Close Date 18 Ability to Display Additional Fields in Related Information Applet 18 Enable Context Sensitive Lists for 'Related Opportunity' 19 1 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

3 Introduce Context Sensitive Lists in Opportunity - Contacts 20 Oracle CRM On Demand Connected Mobile Sales 20 Ability to Define a Default List 20 Ability to Mark a Contact as a Favorite 21 Custom Links in the Menu Bar 22 Extend Around Me to Use Billing Addresses for Accounts 23 Preventing Creation of Records While Allowing Update 24 Recently Viewed Records in the Menu Bar 25 Support Customized Sorting and Ordering for List Pages 25 Integration 26 Ability to Share Oracle Data Loader User Log Files Automatically 26 Usability 27 Ability to Perform Multi Book Search of Activities 27 Ability to View Private Lists for All Users in the Company 27 Enhancements to Manage Lists Page 28 Service Information Link to Release Documentation 28 Web Services 29 Enhance Picklist Administrative Web Services to Support Filtering on Active Picklists 29 Expose 'Reject Reason' Fields of Lead in Web Services v Introduce a new List Administrative Web Services to Support Retrieving Lists Definitions 30 Training and Support Center 31 Quick Links 31 Search 32 Access 32 Additional Resources 32 2 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

4 Online Help 32 On Demand Documentation on OTN 32 Contact Customer Care 33 Important Dialing Instructions 33 3 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

5 Document Versioning Date Version Change Reference March 9, Updated section(s): Introduce Company Profile Settings - Export Requests Expiry and Export Requests Attachment Expiry. February 2, Draft updated with minor grammatical changes January 30, Draft published 4 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

6 Summary of Release Features To see a video recording of the features included in this release, see the Transfer of Information (TOI) recordings at: The following table summarizes the actions required by Oracle Customer Care, or your company administrator, or the user, to set up or enable the features in this release. This list assumes that users have access to the referenced product area prior to the upgrade. For example, information about analytics or industry-related features assumes that your company has already provisioned and enabled analytics or the specific industry solution. If this is not the case, then you might be required to ask your company administrator or Oracle Customer Care to enable the feature. Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Administration Ability to Keep Field Audit Records for 366 Days Ability to Remove the Export Requests Attachments Delete Option Enable List Management Capabilities for Company Audit Data Introduce a Central Audit Page for All Exports Introduce Company Profile Settings - Export Requests Expiry and Export Requests Attachment Expiry Analytics Ability to Assign Visibility on V3 Dashboards Folders Add Account, Lead and Opportunity Dimensions to V3 Events Real-time Subject Area Add Date Dimensions to V3 Opportunity Team Subject Areas Expose Signed Status in Invitee Dimension in V3 Events History and Real-time Subject Areas Map Missing Contact Custom Fields in V3 Account Contact History Subject Area Multi-Select Picklist Reporting for Account, Contact, Opportunity, Lead, Activity and Service Request in V3 Realtime Reporting Subject Areas Support the Reporting of Custom Objects in V3 Analytics 5 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

7 Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Application Customization Ability to Configure Default Filter Criteria for Related Information Sections Ability to Configure Default Sort Order for Account Opportunity by Close Date Ability to Display Additional Fields in Related Information Applet Enable Context Sensitive Lists for 'Related Opportunity' Introduce Context Sensitive Lists in Opportunity - Contacts Connected Mobile Sales Ability to Define a Default List Ability to Mark Contacts as a Favorite Custom Links in the Menu Bar Extend Around Me to Use Billing Addresses for Accounts Prevent Creation of Records While Allowing Update Recently Viewed Records in the Menu Bar Support Customized Sorting and Ordering for List Pages Integration Ability to Share Oracle Data Loader User Log Files Automatically Usability Ability to Perform Multi Book Search of Activities Ability to View Private Lists for All Users in the Company Enhancements to Manage Lists Page Service Information Link to Release Documentation Web Services Enhance Picklist Administrative Web Services to Support Filtering on Active Picklists Expose 'Reject Reason' Fields of Lead via Web Services v1.0 Introduce a new List Administrative Web Services to Support Retrieving Lists Definitions 6 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

8 Administration Ability to Keep Field Audit Records for 366 Days Prior to Release 36, the Audit Expiry (Days) company setting could be set to keep field audit records for up to 90 days. In Release 36, due to the General Data Protection Regulation (GDPR) requirements, the Audit Expiry (Days) company setting has been enhanced so that Oracle CRM On Demand retains field audit records for up to 366 days. After 366 days, Oracle CRM On Demand purges the field audit records. 1. In the upper right corner of any page, click Admin. 2. In the Company Administration section, click Company Administration. 3. In the Company Profile section, click Company Profile. 4. In the Company Settings section, select Audit Expiry (Days) and enter a value of up to 366. Ability to Remove the Export Requests Attachments Delete Option Prior to Release 36, all users who had the ability to export records using the Data Export Assistant or List Export could delete the export attachments. Due to GDPR requirements, you must retain export attachments for a certain number of days, so end users should not have the ability to delete the export attachments from Oracle CRM On Demand. In Release 36, a new Delete Export Requests Attachment privilege has been introduced to control whether the users of the role has the ability to delete the export attachments they can access from Oracle CRM On Demand. If you do not enable the Delete Export Requests Attachment privilege for the user, then Oracle CRM On Demand does not display the Delete option for the exports the user can access. The user can only view or download the export file. 1. In the upper-right corner of any page, click Admin. 2. In the User Management and Access Controls section, click User Management and Access Controls. 3. In the Role Management section, click Role Management. 4. In the Role List page, edit the role you want to update. 7 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

9 5. In Step 4 of the Role Management Wizard, select the Delete Export Requests Attachment privilege. 6. Save the changes. TIPS AND CONSIDERATIONS On a Release 36 upgrade, existing roles with any one of the List - Export All Fields, List - Export Displayed Fields or Admin Export privileges will have the Delete Export Requests Attachment privilege enabled by default. The company administrator must review each role to determine if the Delete Export Requests Attachment privilege is to remain enabled or is to be disabled. After a Release 36 upgrade, Oracle CRM On Demand does not enable the Delete Export Requests Attachment privilege when enabling any one of the List - Export All Fields, List - Export Displayed Fields or Admin Export privileges on the role. You must manually enable the Delete Export Requests Attachment privilege on the role if you want the role to have the right to delete export files. Enable List Management Capabilities for Company Audit Data Prior to Release 36, the Admin Configuration Audit and Audit lists (accessed from Admin > Company Administration) did not support list management operations. In Release 36, Oracle CRM On Demand introduces a Menu button in the above audit lists so that these lists support list operations. The menu button is available by default to all company administrators who have access to these company audit lists. This feature also introduces a list selector on top of the list where users can select the list they want to see. The list selector displays all custom created lists. For Admin Configuration Audit, the application provides an out-of-the-box (OOTB) list called All Admin Configuration Audit that displays all changes that users have made to various administrative configurations. For Audit, the application provides an OOTB list called All Audit Trail that displays all of the company s resource usage. Introduce a Central Audit Page for All Exports Prior to Release 36, a company administrator could not see all the export requests using the Data Export Assistant and all the export requests using List Export in one location. In addition, company administrators could only see their own list exports but could not see all the list exports of other users in the company. 8 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

10 Due to GDPR requirements, in Release 36, Oracle CRM on Demand has introduced a central audit page for all exports requests so that you can audit and review all exports requested by any user in the company in one location. The central page is accessible from the Master Export Requests link in the Admin > Company Administration page, under the Company Audit section. Oracle CRM On Demand displays the Master Export Requests link only if the new Access Master Export Requests privilege is enabled. 1. In the upper-right corner of any page, click Admin. 2. In the User Management and Access Controls section, click User Management and Access Controls. 3. In the Role Management section, click Role Management. 4. In the Role List page, edit the role you want to update. 5. In Step 4 of the Role Management Wizard, select the Access Master Export Requests privilege. 6. Save the changes. TIPS AND CONSIDERATIONS The list of export requests in the Master Export Request page might contain a large number of records. To view a subset of the records, use the list filter or the quick filter bar on the Master Export Requests page to filter the list. Introduce Company Profile Settings - Export Requests Expiry and Export Requests Attachment Expiry Prior to Release 36, by default, Oracle CRM On Demand retained any export requests using Data Export Assistant or List Export for 60 days and retained the export request attachments for 7 days, after which, Oracle CRM On Demand would purge the records and attachments. These settings were not configurable. Due to GDPR requirements, in Release 36, Oracle CRM On Demand has introduced the Export Requests Expiry Days and Export Requests Attachment Expiry Days company settings that allows companies to set how long they would like export requests and export request attachments to be retained by Oracle CRM On Demand. These settings can be set in the Company Profile page: Export Request Expiry Days. You can set this to any integer value greater than 0 (zero). When the value is set to 0 (zero), export requests are never purged. 9 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

11 Export Request Attachment Expiry Days. You can set this to an integer value between 1 and 366. This ensures Oracle CRM On demand saves export request attachments to a maximum of 1 year. 1. In the upper right corner of any page, click Admin. 2. In the Company Administration section, click Company Administration. 3. In the Company Profile section, click Company Profile. 4. In the Company Settings section, enter values for the Export Request Expiry Days and Export Request Attachment Expiry Days settings. TIPS AND CONSIDERATIONS When the Export Request Attachment Expiry Days setting is set to a value greater than 7 days, Oracle CRM ON Demand counts the attachments towards the company s file allotment. Once you reach the file allotment, export requests will not execute. The user will see an alert box with the following error message when submitting the export request: The File Allotment of {File Allotment Value} MB has been reached or there is insufficient capacity remaining to process your request.. Note that file allotment usage are calculated every 24 hours and can be viewed through Company Administration > File Utilization page. The Export Request Expiry Days setting should be set to a value that is greater than the Export Request Attachment Expiry Days setting. If Oracle CRM On Demand purges the export request record before purging the export attachment, then users will not be able to access the export attachment even though the attachment is not purged. Analytics Ability to Assign Visibility on V3 Dashboards Folders Before the introduction of V3 Analytics, in V2 Analytics, the Dashboards folder had a flat structure containing only dashboards objects and no subfolders. With V3 Analytics, under the Dashboards folder, users can now create subfolders in addition to the dashboards objects. In Release 35, Oracle CRM On Demand continued to support the visibility assignment for reports folders with V3 Analytics 10 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

12 but there was no support for visibility assignment for subfolders created underneath the Dashboards folder. Starting with Release 36, users who have the Manage Dashboards and Manage Roles and Access privileges can assign visibility for subfolders created underneath the Dashboards folder. In the Manage section of the V3 Analytics Home page, users click on the Manage Folders link, navigate to the Manage Shared Folders Visibility page, and click on the Subfolders link beside the Company Wide Shared Folder. On the Manage Shared Folders Visibility page, Oracle CRM On Demand now displays the Dashboards folder and users can click on the Subfolders link beside the Dashboards to start assigning visibility at the subfolder level. 11 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

13 Add Account, Lead and Opportunity Dimensions to V3 Events Real-time Subject Area In Release 31, Oracle CRM On Demand added new relationships to support a growing number of trade shows and other sales events based on accounts, leads and opportunities. As a result, Oracle CRM On Demand added the Account Event, Lead Event, Opportunity Event record types in addition to the preexisting Invitee record type. Starting with Release 36, Oracle CRM On Demand has added new dimensions to the V3 Events Realtime subject area so users can report on the accounts, leads and opportunities associated with the events. Add Date Dimensions to V3 Opportunity Team Subject Areas Starting with Release 36, Oracle CRM On Demand exposes the Date folders in the V3 Opportunity Team History and Opportunity Team Real-Time subject areas. Users can now report on opportunities, team members, split% and revenue split, grouped by fiscal year or month, or calendar year or month, 12 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

14 or any other fields under the newly added Date dimensions. In the Opportunity Team History subject area, the Date dimension corresponds to the Opportunity Close Date. Expose Signed Status in Invitee Dimension in V3 Events History and Real-time Subject Areas Prior to Release 36, Oracle CRM On Demand did not expose the Signed Status field available in an Invitee record in the Events History and Real-Time subject areas. Starting with Release 36, Oracle CRM On Demand exposes this field in the Invitees dimension, in the Events History and Events Real-Time subject areas. The newly added Signed Status field is available under the Invitees > Invitee Status folder. 13 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

15 Map Missing Contact Custom Fields in V3 Account Contact History Subject Area Prior to Release 36, Oracle CRM On Demand did not expose the text (short) fields 75 to 99, available in the Contact record, in the Account Contact History subject area. Starting with Release 36, Oracle CRM On Demand exposes these custom fields from the Contact record in the Contact dimension, in the Account Contact History subject area. Multi-Select Picklist Reporting for Account, Contact, Opportunity, Lead, Activity and Service Request in V3 Real-time Reporting Subject Areas Prior to Release 36, Oracle CRM On Demand supported reporting on multi-select picklists only in Historical Analytics subject areas. In Release 36, Oracle CRM On Demand has added support for multi-select picklists in the Real-Time Reporting subject areas for the following record types: Account, Contact, Lead, Opportunity, Activity, and Service Request. In the Real-time Reporting subject areas, V3 Analytics exposes the 14 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

16 concatenated multi-select picklist field values in the company s default language. It also displays two additional folders: Language Independent Code (LIC) folder. This folder exposes the multi-select picklist concatenated field values using the language independent codes (LIC) as stored internally in the database. The separator for the multi-select picklist values is the pipeline symbol. User Language folder. This folder exposes concatenated multi-select picklist field values in the user s default language TIPS AND CONSIDERATIONS For optimum performance when defining filters, use the Language Independent Code (LIC) multi-select picklist values. Support the Reporting of Custom Objects in V3 Analytics Prior to Release 36, Oracle CRM On Demand did not expose custom objects 26 to 30 in Analytics. Starting with Release 36, Oracle CRM On Demand has added custom objects 26 to 30 and their metrics to the V3 Advanced Custom Objects subject area. 15 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

17 Application Customization Ability to Configure Default Filter Criteria for Related Information Sections Prior to Release 36, every time a related information section was loaded, Oracle CRM On Demand displayed the full list of records. End users would have to set their own filter criteria to see only the subset of records of interest and were required to repeat this each time the page loaded. In Release 36, this feature provides the ability for company administrators to configure a default filter criteria for each related information section that supports customizations and quick filter functionality. When the related information section loads, Oracle CRM On Demand applies the default filter criteria and displays the filtered list if both of the following criteria are met: The user uses tab format for the related information section. The field used for the filter is an available search field in the search layout, which is assigned to the user s role for the related record type. If these criteria is not met, then the filter will not apply to the related information section. 16 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

18 To be able to configure the default filter criteria for related information sections, you must select the Enable Enhanced View for Tabs option on the Company Profile: 1. In the upper right corner of any page, click Admin. 2. In the Company Administration section, click Company Administration. 3. In the Company Profile section, click Company Profile. 4. Under Company Settings, select the Enable Enhanced View for Tabs setting. To configure the default filter criteria for the related information section: 1. In the upper-right corner of any page, click the Admin global link. 2. Click Application Customization. 3. In the Record Type Setup section, click the link for the parent record type. 4. In the Application Customization page for the record type, in the Page Layout Management section, click the Related Information Layout link for the relevant record type. 5. In the title bar of the Related Information Setup page, click Manage Default Filter Criteria. 6. In the Default Filter Criteria page for the parent record type, create a new filter or edit an existing filter 7. If you are setting up a filter for the related record type for the first time, then in the Related Record Type field in the Default Filter Criteria Edit page, select the related record type. 8. In the Default Filter Criteria section, select the field for the filter, then select the filter condition, and then select or enter the filter value. 9. Save your changes. TIPS AND CONSIDERATIONS Oracle CRM On Demand applies the default filter criteria to all layouts for a related record type, including standard layouts. If the field selected for the filter is not in the layout, then Oracle CRM On Demand adds the field as the last column of the related information section. Consider that using optimized fields for the filter as adding a default filter criteria to the related information section might affect performance when loading the related information section. Ensure the default filter criteria can apply to any company supported language, as the default filter criteria applies to all languages. 17 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

19 The default filter criteria is case sensitive. Ability to Configure Default Sort Order for Account Opportunity by Close Date Prior to Release 36, default sorting of account opportunities could be done only on the opportunity name, the opportunity modified date, and the opportunity created date. With this feature, users can display the account opportunity records sorted by the opportunity close date. Users can configure the default sort order by ascending or descending order of opportunity close date. To be able to configure the default sort order for account opportunities, the company administrator has to configure the Account Opportunity layout as follows: 1. In the upper right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Record Type Setup section, click Account. 4. In the Page Layout Management section, click Account Related Information Layout. 5. In the Related Information Setup section, click Opportunities. 6. Create a new layout, or Copy/Edit an existing layout. 7. In Step 2, select the Sort by field value as Closed Date and save the layout. 8. Assign the layout to appropriate user roles. Ability to Display Additional Fields in Related Information Applet Prior to Release 36, Oracle CRM On Demand only displayed 9 fields in each related information section. In Release 36, Oracle CRM On Demand has increased the number of fields that you can display in each related information section to 20 fields. 1. In the upper-right corner of any page, click the Admin global link. 2. Click Application Customization. 3. In the Record Type Setup section, click the link for the record type that you want. 4. In the Page Layout Management section, click the Related Information Layout link that you want for the record type that you selected. 18 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

20 5. In the Related Information Setup section, select the related information type that you want to customize. 6. The Related Information Layout page for the selected related information type appears. 7. Create a new layout or edit an existing layout. 8. In Step 2 Field Setup of the Related Information Layout Wizard, select up to 20 fields from the available fields list. 9. Click Finish. Enable Context Sensitive Lists for 'Related Opportunity' Prior to Release 36, Oracle CRM On Demand had two types of context sensitive lists: All <record types> for related Account All <record types> for related Contact This feature introduces a new type of context sensitive list All <record types> for related Opportunity. For example, if a task is associated to an Opportunity and if a user wants to associate a service request to the task, the lookup window for the service request will have a new context sensitive list Service Requests for related Opportunity. The list displays all the service requests related to the Opportunity that is associated to the task. NOTE: The new type of context sensitive list is available for Service Request and Custom Objects as well. 1. In the upper-right corner of any page, click the Admin global link. 2. Click Application Customization. 3. In the Record Type Setup section, click the link for the record type that you want. For example, Service Request. 4. In the Search and List Layout Management section, click the Search Layout 19 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

21 5. Create a new layout or edit an existing layout. 6. In Step 3 Define Search Results and Layout of the Search Layout Wizard, select the checkbox Show Context-Sensitive List as Lookup Window Default and click Finish. Introduce Context Sensitive Lists in Opportunity - Contacts When users are adding related contacts to an opportunity record, which is associated to an account, it is now possible to select a contact from a list of contacts related to the opportunity s account. This improves usability, as users no longer have to search and select a contact from a list of unrelated contacts. 1. In the upper-right corner of any page, click the Admin global link. 2. Click Application Customization. 3. In the Record Type Setup section, click the Opportunity link. 4. In the Search and List Layout Management section, click the Search Layout 5. Create a new layout or edit an existing layout. 6. In Step 3, Define Search Results and Layout, of the Search Layout Wizard, select the checkbox Show Context-Sensitive List as Lookup Window Default and click Finish. Oracle CRM On Demand Connected Mobile Sales Ability to Define a Default List Administrators can now define the Default List for users. Prior to version , when the Select Filter option was set to Use Lists, Oracle CRM On Demand Connected Mobile Sales always displayed all records, by default when viewing a top-level object list such as an Account List, or Opportunity List. 20 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

22 Starting in version , Administrators can define a default List to be used when users view a toplevel object list. Users can continue to select a different list, if the default list defined does not meet their needs. 1. Log into Application Composer. 2. In Layout Customization, click on Customize Layout. 3. In the Customize Layout page, choose the Record Type you want to update. 4. In the Customize List page, in the Select Filter section, choose the following: a. Select Filter should be set to <blank> or Use Lists b. Select List should be set to the default list to be used for the selected record type Ability to Mark a Contact as a Favorite When users are viewing a Contact List, a Contact record can now be marked as a Favorite. When marked as a Favorite, Oracle CRM On demand Connected Mobile Sales lists the record under a Favorite Contact list in the Menu Bar. To mark or unmark a Contact as a favorite, navigate to the Contact list page, by tapping on the Contact icon on the Homepage. While on the Contact list page, tap and hold the record you want to mark or unmark as a favorite. A list of menu options will appear. Select Add to Favorites or Remove from Favorites. 21 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

23 Custom Links in the Menu Bar In Application Composer, administrators can now define up to a maximum of 5 customized URL links. Oracle CRM On Demand Connected Mobile Sales displays these URL links in the Menu Bar under a new section called Custom Links. When the user clicks on the link, a Web view opens up based on the URL value. 22 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

24 1. In Application Composer, under the Custom Links section, click Custom Links. 2. Click Add URL to add a new URL. 3. Complete the following fields: a. Name. This is what gets displayed under the Custom Links section. b. URL. This is the page where the user is taken when the custom link is selected by the user. 4. To edit an existing custom link, click the Name field or URL field that you want to update, and overwrite the existing value. 5. To delete an existing custom link, select the name and click Delete. 6. When satisfied with all the changes, click Save. Extend Around Me to Use Billing Addresses for Accounts When using the Around Me feature, users can now filter based on billing addresses for account records. To use this feature, perform the following: Tap on the Around Me icon on the homepage. While on the Around Me Filter Options page, tap the Address Type field. Select Billing. Tap on Search to perform an Around Me search based on the criteria selected. 23 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

25 Preventing Creation of Records While Allowing Update Administrators can now prevent users from creating records from within Application Composer. This option can be set at the record level, so administrators can choose the specific record types for which to prevent the creation of records. 1. In Application Composer, under the Layout Customization section, click Customize Layout. 2. Select the record type for which you want to update the Disable Create option. 3. On the Customize List page, under Record Type Access, click Disable Create to prevent users from creating records based on the record type selected. 24 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

26 4. Click Save. Recently Viewed Records in the Menu Bar When users navigate to various records in Oracle CRM On Demand Connected Mobile Sales, records viewed are tracked under a list called Recently Viewed in the Menu Bar. Oracle CRM On Demand Connected Mobile Sales lists the five most recently viewed records. Support Customized Sorting and Ordering for List Pages When users are on a top-level record s list page, options to change the sort field and the sort order are now available. To change the sort field or sort order of a list page, perform the following while on a list page: Tap on the 3 dots located at the top right of the list page Select the Sort option 25 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

27 On the Sort Options page, tap on the following: o o Sort Order field, to change the order to ascending or descending Sort By field, to change the field for which you want the list to sort on Integration Ability to Share Oracle Data Loader User Log Files Automatically Prior to Release 36, the user log file that was generated after an Oracle Data Loader import was neither attached to the automated sent to the import user, nor was it automatically written to a local folder. Users had to log in to Oracle CRM On Demand to access the user log file. This feature introduces the ability to optionally attach the user log file to the automated that Oracle CRM On Demand sends to the user, and to write the log file to a specified directory. The feature introduces a new optional parameter 'senduserlogfile' in Oracle Data Loader. If a user specifies the parameter, then Oracle Data Loader attaches the user log file to the automated along with the.map and.csv files that it currently attaches. This parameter works in conjunction with the existing parameter "disable notification" that disables the automated . If the automated itself is disabled, then the application ignores the senduserlogfile parameter, as it has no relevance. The feature also introduces another optional parameter 'userlogfiledir' to specify a directory where the user log file can be stored after the Oracle Data Loader import completes. If the user specifies the parameter and directory path, then Oracle Data Loader stores the user log file in the specified directory. If not specified, then Oracle Data Loader stores the file in the directory where it writes the jar file, provided the user also specifies the 'waitforcompletion' parameter in the command. 26 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

28 Usability Ability to Perform Multi Book Search of Activities Prior to Release 36, when a user who did not have permission to read all activity records performed an action bar search of tasks or appointments, the book selector used to display the user book, even when the default book for the user was All+. That is, the application never allowed such users to perform a search of Activities across multiple books. This feature removes this restriction, even for users without permission to read all activity records. These users can now perform task or appointment searches across books by selecting All+ in the book selector on action bar search applet. This feature makes activity searches similar to all other record type searches. Ability to View Private Lists for All Users in the Company Prior to Release 36, users could only view and manage their own private lists. This feature provides the ability for a user who is part of a role that has the new Manage Private Lists privilege enabled to view and edit the list definition for all private lists of all users in the company. 1. In the upper-right corner of any page, click Admin. 2. In the User Management and Access Controls section, click User Management and Access Controls. 3. In the Role Management section, click Role Management. 4. In the Role List page, edit the role of choice. 5. In Step 4 of the Role Management Wizard, select the Manage Private Lists privilege. 6. Save the changes. TIPS AND CONSIDERATIONS When a user runs another user s private list, Oracle CRM on Demand runs the private list in the context of the user who is running the list. Depending on visibility, the records displayed in the list might be different than when the owner of the list runs the list, however, the list definition is the same. 27 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

29 Enhancements to Manage Lists Page You can access the Manage Lists page by selecting Manage Lists from the Menu button on a list page. There are four enhancements to the Manage Lists page: 1. New List Filter. Oracle CRM On Demand has added a new list filter to the Manage List page. This list filter allows users to filter the list quickly and provides the options: All Lists, My Lists, and List in My List Order, Public Lists, System Lists, Role Specific List and Private Lists. 2. Quick Filter Functionality. When the list filter is set to My Lists, Public Lists, Role Specific Lists or Private Lists, the quick filter fields are available for users to filter the lists on the Manage List page. 3. Additional Information. Oracle CRM On Demand adds New Columns, Modified By: Alias / Created By / Created By: Alias to the Manage Lists page to provide more information about the list. 4. Duplicate List Names. Prior to Release 36, Oracle CRM On Demand filtered any lists with duplicate lists name but displayed only the most personalized version of the list. For example, Oracle CRM On Demand would show a private list with the same name as a role-based list or a public list instead of the role-based list or the public list, while it would show a role-based list with the same name as a public list instead of the public list. In Release 36, Oracle CRM On Demand displays any lists, even if the list names are the same. User can differentiate the lists by looking at the details such as type of the list or the creator of the list. TIPS AND CONSIDERATIONS The List Order accessed using List Order on the Manage List page will continue not to show duplicate list names, that is, it will show the list that is the most personalized, with the same behavior prior to Release 36. The Private Lists option in the List filter is only available if the user s role has the Manage Private Lists privilege enabled. Service Information Link to Release Documentation Prior to Release 36, users had to search on My Oracle Support (MOS) to access the release documentation like Release Notes, Transfer of Information courses and other Oracle CRM On Demand guides. In Release 36, Oracle CRM On Demand has introduced a new Release Documentation link in the Service Information page of Oracle CRM On Demand. When you click this 28 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

30 link, Oracle CRM On Demand displays a Web page with links to the release documents for the current and previous releases. Web Services Enhance Picklist Administrative Web Services to Support Filtering on Active Picklists Oracle CRM On Demand has enhanced the Picklist Read Administrative Web Services to support the ability to filter on whether the picklist value of a specific picklist is active using the Disabled element, when Record Type and Picklist name is provided in the request. TIPS AND CONSIDERATIONS If the Disabled element is set to False in the request, then the response returns the active picklist value of the specified picklist. If the Disabled element is set to True in the request, then the response returns the disabled picklist values of the specified picklist. If the Disabled element is not set to a value in the request, then the response returns all picklist values of the specified picklist, no matter if it is disabled or not. Expose 'Reject Reason' Fields of Lead in Web Services v1.0 Oracle CRM On Demand introduces a new element, Reject Reason in the Lead Web Service v1.0. It corresponds with the Reject Reason field on the Lead record type. 29 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

31 TIPS AND CONSIDERATIONS In the user interface, the Reject Reason and Reject Code fields are read-only fields if the lead status is not rejected and are required if the lead is rejected using the Reject button on the lead record. However, in Web Services, the Reject Reason element (as well as the existing Reject Code element) are editable even if the status is not set to Rejected. In addition, when a user updates the status to Rejected, there is no logic in Web Services to set Reject Reason (as well as Reject Code) as required. Therefore, use care when updating these fields through Web Services. Introduce a new List Administrative Web Services to Support Retrieving Lists Definitions Oracle CRM On Demand has introduced a new List Administrative Web Service with the Read and ReadAll operations in this release to support retrieving the definitions for all lists to which the user running the Web Service has access. NOTE: Oracle CRM On demand does not currently support the Upsert operation. TIPS AND CONSIDERATIONS Use one or more of the following fields to retrieve list definitions using the Read operation of the List Administrative Web Services: Record Type, List Name, List Type, Created by User Alias, and Modified by User Alias. For both Read and ReadAll operations, if the IncludeAll element is not set to True, Oracle CRM On demand does not retrieve system lists, and only retrieves user created lists. However, if the read operation is invoked with any search fields other than Record Type or List Type = System, then even if IncludeAll is true, Oracle CRM On Demand does not retrieve the system lists. 30 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

32 Training and Support Center The Training and Support Center portal makes it easy for you to pinpoint the training resources and support that you require, depending on your job role, your level of expertise with the product, and the phase of using Oracle CRM On Demand. Training and Support Center Release Info tab The Support tab provides alerts and notifications specific to your application environment. The Get Started tab lists resources based on your specific role together with resources aimed at helping you get the most out of your first 30 days with Oracle CRM On Demand. The Learn More tab outlines information in key topic areas, such as administration, integration, and reports. Go to this tab to get the resources you need to move beyond the basics. The Release Info tab contains information specific to the current and upcoming releases of Oracle CRM On Demand. Access this tab to prepare for upgrades to your Oracle CRM On Demand application. The Communities tab offers connections to others in the Oracle CRM On Demand community through forums, communities, blogs, and more. Quick Links Use the Quick Links, located in the blue bar under the tabs to focus in on specific resources: The Browse Training link opens the training catalog. From that page, you can see the instructor-led training, Webinars, quick guides, use cases, and tools available to you. 31 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

33 The Browse Knowledge link takes you to the knowledge base, where you can get answers to frequently asked questions. The Submit a Service Request link directs you to My Oracle Support, where you can log a service request. The Web Services Library provides sample APIs and a link to Oracle Sample Code, where you can get samples to help you build custom integrations. The Add-On Applications link allows access to our downloadable applications, which extend the functionality of Oracle CRM On Demand. The Templates and Tools link provides access to resources that can help you to design and configure Oracle CRM On Demand to meet your company's specific needs. Search Use the Search box to find resources across the entire Training and Support Center based on keywords or Doc IDs. For example, searching on Analytics will capture instructor-led training (for example, the Advanced Analytics Workshop), Webinars, FAQs, and best practices for optimizing analytics performance. Access To access the portal, click the Training and Support link in the upper right of any page in Oracle CRM On Demand. Additional Resources Before you begin setting up the new Oracle CRM On Demand Release 36 features for your company, here are some excellent resources that can assist you. Online Help Online help is a resource for all users. From each page in Oracle CRM On Demand, you can click the Help link to view information specific to that page. Check the online help to review field descriptions or find instructions on how to perform tasks. On Demand Documentation on OTN You can retrieve Oracle CRM On Demand documentation on the Oracle Technology Network. The documentation library includes PDFs of translated online help content, and various configuration and administration guides. You can view the documentation library here: 32 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

34 Contact Customer Care Our experienced Oracle CRM On Demand Customer Care team is ready to help you with any of your Oracle CRM On Demand Release 36 questions or issues. Please use one of the following toll-free numbers based on your location: United States & Canada» Toll Free: » Toll: Australia: China: China Alternate: Belgium: France: Germany: Hong Kong: India: Indonesia: Italy: Japan: Korea: Luxemburg: Malaysia: Mexico: Netherlands: New Zealand: Pakistan: Philippines: Spain: Singapore: Taiwan: Thailand: Sri Lanka Colombo: Sri Lanka (outside Colombo): United Kingdom: Vietnam: Important Dialing Instructions All numbers listed above for countries outside of the United States & Canada are UIFN (Universal International Freephone Numbers). Please dial all numbers exactly as listed. These numbers are Freephone and subsequently will not cause any charges to our customers. 33 ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

35 Oracle Corporation, World Headquarters Worldwide Inquiries 500 Oracle Parkway Phone: Redwood Shores, CA 94065, USA Fax: C O N N E C T W I T H U S blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com Copyright 2018, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group ORACLE CRM ON DEMAND RELEASE 36 ADMINISTRATOR PREVIEW GUIDE

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