Administrator Preview Guide. Release 29 September 2015 VERSION

Administrator Preview Guide Release 29 September 2015 VERSION 20150904

Table of Contents Document Versioning 4 Summary of Release Features 5 Important Announcement 7 Calendar Enhancement for Recurring Appointments and Tasks Postponed 7 Administration 7 Audit Trail for the User Partner Administrator 7 Display Names for Record Type and Field Modified in a Master Audit Trail Export 7 Enable Alerts as a Pop-up 7 New Currency and Exchange Date Fields 8 New Record Layouts 8 Set Themes Based on Hardware 9 Uploading Custom Icons 10 Analytics 10 Analytics Coverage for All Optimized Fields of the Activity, Contact, Opportunity and Service Request Record Types 10 Report Services API ReportList Method 11 Application Customization 11 HTML Tooltips for Fields and Buttons 11 Retain Previous Owner in Team 12 Connected Mobile Sales 12 Contacts and Account Related Items to Custom Objects 1-3 12 Create Auto-fill Follow-up Appointment 12 Improve the Access Denied Error Message 13 1 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Modern UI Icons Customization 13 Industry Life Sciences 13 Add CO1 to CO3 as Related Information to Professional, Account and Attendee Calls 13 Integration 14 Enhancements to JavaScript APIs 14 Support the Import of Account Competitors and Account Partners 14 Support the Import of Opportunity Team 14 Usability 14 Add Duplicate Record s Books on Merge 14 Add Status, Account & Contact Phone to the Calendar Appointment Text 15 Automatic Naming of an Attachment 15 Color Customization Based on Appointment Type 16 Differentiate Portfolio Records from Assets and Vehicles Across all Channels 17 Display Event in Oracle CRM On Demand Calendar of Event Owner 17 Drag and Drop Calendar 17 Enhanced Keyword Search 18 Mass Update More Than 50 Records at a Time 19 Provide the Ability to Set the Starting Day of the Week 19 Sorting Available Lists Shuttle in List Order 20 Web Services 20 Enhanced Company Profile Administrator Web Service to Extract Company IP White List 20 Expose Workflow Description Field in Web Services 20 Web Services Support for Dynamic Layouts 20 Workflow 21 2 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Ability to Create Language Dependent Cancel Save Error Messages under a Single Workflow 21 Ability to Define Workflows Based on a User Record Type 21 Training and Support Center 22 Quick Links 23 Search 23 Access 23 Additional Resources 23 Online Help 23 On Demand Documentation on OTN 23 Contact Customer Care 24 Important Dialing Instructions 24 3 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Document Versioning Date Version Change Reference September 04, 2015 20150904 Updated My Oracle Support link for Release 29 Transfer of Information Courses June 26, 2015 20150626 Grammatical and formatting changes throughout the document. May 08, 2015 20150508 Draft Added: Important Announcement Modified: Summary of Release Features Administration > New Currency and Exchange Date Fields Usability > Display Event in Oracle CRM On Demand Calendar of Event Owner Removed: Usability > Support Recurring Appointments and Tasks 4 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Summary of Release Features To review the features included in this release, see the Transfer of Information (TOI) recordings available on My Oracle Support. The following topics are available for review:» Integration Enhancements Functional Overview» Mobile Functional Overview» User Experience Functional Overview» What s New in Release 29 Release Overview The following table summarizes the actions required by Oracle Customer Care, your company administrator, or the user, to set up or enable the features in this release. This list assumes that users already have access to the referenced product area prior to the upgrade. For example, information about any analytics or industry-related features assumes that analytics or the specific industry solution is already provisioned and enabled. 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 Audit Trail for the User Partner Administrator Display Names for Record Type and Field Modified in a Master Audit Trail Export Enable Alerts as a Pop-up New Currency and Exchange Date Fields New Record Layouts Set Themes Based on Hardware Uploading Custom Icons Analytics Analytics Coverage for All Optimized Fields of the Activity, Contact, Opportunity and Service Request Record Types Report Services API ReportList Method Application Customization HTML Tooltips for Fields and Buttons Retain Previous Owner in Team 5 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Connected Mobile Sales Contacts and Account Related Items to Custom Objects 1-3 Create Auto-fill Follow-up Appointment Improve the Access Denied Error Message Modern UI Icons Customization Industry Life Sciences Add CO1 to CO3 as Related Information to Professional, Account and Attendee Calls Integration Enhancements to JavaScript APIs Support the Import of Account Competitors and Account Partners Support the Import of Opportunity Team Usability Add Duplicate Record s Books on Merge Add Status, Account & Contact Phone to the Calendar Appointment Text Automatic Naming of an Attachment Color Customization Based on Appointment Type Differentiate Portfolio Records from Assets and Vehicles Across all Channels Display Event in Oracle CRM On Demand Calendar of Event Owner Drag and Drop Calendar Enhanced Keyword Search Mass Update More Than 50 Records at a Time Provide the Ability to Set the Starting Day of the Week Sorting Available Lists Shuttle in List Order Web Services Enhanced Company Profile Administrator Web Service to Extract Company IP White List Expose Workflow Description Field in Web Services Web Services Support for Dynamic Layouts Workflow 6 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Ability to Create Language Dependent Cancel Save Error Messages under a Single Workflow Ability to Define Workflows Based on a User Record Type Important Announcement Calendar Enhancement for Recurring Appointments and Tasks Postponed A planned enhancement to the Oracle CRM On Demand calendar to support recurring appointments and tasks in Release 29 has been postponed. This enhancement is currently under review to determine a suitable release target. Administration Audit Trail for the User Partner Administrator You can set up an audit trail to capture changes that are made to User records through the partner selfadministration pages. You can view changes to User records in the Audit Trail related Information section of the User detail page. On the Master Audit Trail, these changes are displayed under the User Partner Admin record type. 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 3. In the Record Types Setup section, click the link for the User record type. 4. Click User Partner Admin Field Audit Setup to choose the fields to be audited. 5. Click User Partner Admin Page Layout to add Audit Trail in the Related Information Section of the User Partner Admin Page Layout. TIPS AND CONSIDERATIONS» Enabling an audit trail can impact performance. Display Names for Record Type and Field Modified in a Master Audit Trail Export When the Master Audit Trail is exported, two additional columns, Record Type Display Name and Field Modified Display Name, are always included to show the display name for the record type of the record that is modified and the display name for field that is modified. There are no actions required to enable this enhancement. Enable Alerts as a Pop-up You can now extend an alert to optionally display as a pop-up window when the user first logs into Oracle CRM On Demand. 7 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

2. In the Company Administration section, click the Company Administration link. 3. In the Alert Management section, click the Company Alerts link. 4. On the Alerts page, create a new alert or select an existing alert by clicking on its title, and then clicking Edit. 5. Select the Display Popup Window on Sign In setting. TIPS AND CONSIDERATIONS» The alert pop-up windows stop displaying to the user after the expiration date of the alert.» Users can permanently stop a pop-up alert from displaying after seeing the alert the first time.» Limit the number of alerts to display as pop-ups, because excessive pop-ups can adversely impact the user s experience when logging into Oracle CRM On Demand. New Currency and Exchange Date Fields The Currency and Exchange Date fields are now available for the following record types:» Accreditation Request» Activity Address» Blocked Product» Broker Profile» Certification Request» Course Enrollment» Exam Registration» HCP Contact Allocation» Portfolio Owners» Social Profile 2. In the Application Customization section, click the Application Customization link. 3. In the Record Type Setup section, click the link for the required record type. 4. In the Page Layout section, click the required Page Layout link. 5. In the Page Layout list, click Edit beside an existing page layout, or click New to create a new page layout. 6. In Step 3 Field Layout, move the Currency/Exchange Date fields to the various sections of the page layout. 7. Click Finish. 8. Assign the page layout for this record type to user roles as required. New Record Layouts You can now define layouts specifically for creating new records. Optionally, you can limit the layouts to apply only to the Action Bar and Global Header. Creating the New Record Layout 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 8 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

3. In the Record Types Setup section, click the link for the record type for which you want to create the New Record Layout. 4. In the Page Layout Management section, click the record type New Record Layout link. 5. In the New Record Layout page, click the New Layout button to create the new layout. Applying the New Record Layout 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 to which you want to apply the New Record Layout. 5. In Step 9 of the Role Management Wizard, select the New Record Layout you want to apply to the appropriate record type. 6. (Optional) Enable the Quick Create Links only if you want the layout to apply to the Action bar and Global Header only. Set Themes Based on Hardware Administrators can now define a specific theme to be displayed when a touch device is detected by Oracle CRM On Demand. Themes can be applied at the company, role, or user level. Steps for an administrator - Company Level 2. In the Company Administration section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. In the Company Theme Setting section, click on the tablet theme s magnifying glass and select a theme. Steps for an administrator - Role Level 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 to which you want to apply the tablet theme. 5. In Step 1 of the Role Management Wizard, click on the tablet theme s magnifying glass and select a theme. Steps for an administrator - User Level 2. In the User Management and Access Controls section, click User Management and Access Controls. 3. In the User and Group Management section, click User Management. 4. Edit the user to which you want to apply the tablet theme. 5. Under Additional Information, click the tablet theme s magnifying glass and select a theme. Steps for an end user 1. In the upper right corner of any page, click the My Setup global link. 2. In the Personal Profile section, click the Personal Profile link. 3. In the Personal Information section, click the My Profile link. 4. In the Personal Detail section, click Edit. 5. In the Personal Edit form, click the tablet theme s magnifying glass and select a theme. 9 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

TIPS AND CONSIDERATIONS» When the tablet theme and default theme defined for a user does not match, a Switch to [Tablet Default] Theme global link is displayed to allow the user to easily switch themes.» After you switch themes, Oracle CRM On Demand uses the new theme each time that you sign in from the same browser on the same computer, as long as you are signed in to the same user account on that computer. However, if you sign in to a different user account on the same computer, and then sign in to Oracle CRM On Demand, then Oracle CRM On Demand uses your default theme or tablet theme as appropriate for the computer. Similarly, if you sign in to Oracle CRM On Demand from the same computer using a different browser, or if you sign in from a different computer, then Oracle CRM On Demand uses your default theme or tablet theme as appropriate for the computer. Uploading Custom Icons Administrators can upload custom icons that can be applied to record types. After the icon set is applied to a specific record type, the set is also applied to the Top Section, Action Bar, and Related Information floating bar that is under the Modern Theme. 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 3. In the Application Setup section, click the Icon Management link. 4. On the Icon Management page, click the Object Icons link. 5. In the Icon Sets page, click Add to create a new icon set. 6. In the Icon Set Edit page, enter a unique name for the new icon set in the Icon Set Name field, and click Save. 7. In the Icons tab, click New. 8. In the Icon Edit page, select the Icon Type, then select the file to be uploaded, and click Save. 9. After an icon has been uploaded for Main Icon, Mini Icon and Related Information Icon, click Publish. TIPS AND CONSIDERATIONS» Custom Icons are not available for selection until the Icon Set has been published.» To match the existing icons in Oracle CRM On Demand, the following dimensions are recommended:» Main icon: 50 pixels in width, and 50 pixels in height» Mini icon: 25 pixels in width, and 25 pixels in height» Related Information icon: 45 pixels in width, and 45 pixels in height with a transparent background» If you are using a custom icon and the icon set is deleted, then the record type using the custom icon no longer displays an icon (that is, the icon displayed will be blank). Analytics Analytics Coverage for All Optimized Fields of the Activity, Contact, Opportunity and Service Request Record Types All optimized custom fields for the Activity, Contact, Opportunity and Service Request record types are now supported by Analytics. Users can now report on all optimized custom fields of each field type for these record types. There are no steps necessary to enable this enhancement. 10 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Report Services API ReportList Method Oracle CRM On Demand Report Services API - ReportList method provides a means to list the reports in the company shared folders without using the Oracle CRM On Demand user interface. Users can use the ReportList method to generate a summary list of reports in the company shared folder. The ReportList method accesses each folder and creates a zipped UTF-8 encoded CSV file with the summary list of reports. To use the ReportList method, you must create reports in Oracle CRM On Demand and save those reports in a shared folder. There are no steps necessary to enable this enhancement. TIPS AND CONSIDERATIONS» The use of the Oracle CRM On Demand Report Services API - ReportList method requires establishing a valid Oracle CRM On Demand session (JSESSIONID) using a command line tool such as Wget or curl to post and download contents using the HTTPS protocol.» Existing Service allotments for the Report Services API, for example, Report Services Bandwidth Allotment, Report Services Concurrent Request Allotment, and Report Services Operations Allotment, apply to the ReportList method calls as well. Companies can view their service allotment, current and remaining usage for this service in their Service Allotment Admin page.» The ReportList method call is subject to the same time outs limits, row limits, and data visibility as the reports that are run within Oracle CRM On Demand Answers. Application Customization HTML Tooltips for Fields and Buttons In Release 28, tooltips were introduced for fields and buttons. When you hover on a field label or button, Oracle CRM On Demand displays a plain text tooltip. To enable customers to create visually appealing and easier-to-read tooltips, HTML tooltips are now supported for fields and buttons. Administrators can configure tooltips formatted using HTML. A new Tooltip Display Format option has been added to the Field Setup page. In addition, new APIs have been added to JavaScript API, for administrators to select whether the tooltip for buttons should be displayed as plain text or HTML. TOOLTIPS FOR FIELDS 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 3. In the Record Types Setup section, click the link for the required record type. 4. In the Field Management section, click record type Field Setup. 5. On the Fields page, click Edit for the field to configure tooltip text for the field. 6. On the Edit Fields page, select HTML from Tooltip Display Format, and enter a tooltip message formatted using HTML in the Tooltip text box. 7. Save the update. TOOLTIPS FOR BUTTONS 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 3. In the Application Setup section, click Custom HTML Head Tag. 4. In the Custom HTML Head Tags Detail page, click Edit. 11 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

5. In the HTML Head Additions text box, enter the <script> elements that you require to configure tooltips for buttons. NOTE: Ensure the tooltip display format is set to HTML. 6. Save the update. TIPS AND CONSIDERATIONS» New or existing tooltips created previously in Release 28 are defaulted to plain text.» Interactive HTML controls, including hyperlinks, are not supported in HTML tooltips.» Tooltips have been enhanced to support 1500 characters from 250 characters. Retain Previous Owner in Team In Oracle CRM On Demand, the former owner of the record is not retained as a member of the team. However, starting in Release 29, administrators can configure the record types so that the former owner of a record is retained as a member of the team on the record. This is configurable per channel. 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click the Application Customization link. 3. In the Application Setup section, click Customize Previous Owner. 4. In the Customize Previous Owner page, click Edit to modify a channel or to access the profile for the previous owner of a record type. 5. Select the appropriate channel. The previous owner is retained in the team record only when the owner of a record is changed through a valid channel specified in the above configuration. 6. Select the new access profile. This access profile is normally assigned by default to the previous owner when the profile is retained as part of the team record. 7. Click Save. Connected Mobile Sales Contacts and Account Related Items to Custom Objects 1-3 Users can access Account and Contacts related items from Custom Objects 1 to 3 within Connected Mobile Sales. See Selecting Record Types in the Oracle CRM On Demand Connected Mobile Sales Administration Guide. Create Auto-fill Follow-up Appointment Users can streamline the creation of follow-up appointments within Connected Mobile Sales. On the Appointment detail page, a user can tap on the menu in the top right corner to access the option to create a follow-up appointment. Using this option takes the user to the Appointment Creation page where all field values are copied from the previous appointment, except for the Description field. The Start and End Times fields are automatically set a week later in the new follow-up appointment. See Oracle CRM On Demand Connected Mobile Sales Administration Guide and Oracle CRM On Demand Connected Mobile Sales Release Notes for more information. 12 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

There are no actions required to enable this enhancement. Improve the Access Denied Error Message The following error message now appears in Connected Mobile Sales when you try to access a record to which you do not have access: The record you are trying to access has been deleted or has been assigned a new owner and you no longer have access to it. If you deleted the record, it may be accessed in Deleted Items. If you continue to have problems contact your Oracle CRM On Demand Administrator. See Oracle CRM On Demand Connected Mobile Sales Administration Guide and Oracle CRM On Demand Connected Mobile Sales Release Notes for more information. There are no actions required to enable this enhancement. Modern UI Icons Customization Administrators can customize the icons that are shown in Connected Mobile Sales based on the Modern UI Icon configuration within Oracle CRM On Demand. See Oracle CRM On Demand Connected Mobile Sales Admin Guide and Oracle CRM On Demand Connected Mobile Sales Release Notes for more information. To customize the icons 2. In the Application Customization section, click the Application Customization link. 3. In the Application Setup section, click the Customize Record Types link. 4. Configure the Modern Icon in the right- most column by clicking the magnifying glass. Industry Life Sciences Add CO1 to CO3 as Related Information to Professional, Account and Attendee Calls In Release 29, Professional, Account and Attendee Calls have been enhanced with child association to Custom Object 1 to 3. Add the CO1, CO2 and/or CO3 related information applet to the related information applet on the Professional Call, Account Call, or Attendee Calls page layout as needed. 13 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Integration Enhancements to JavaScript APIs New getlicvalue() and setlicvalue() JavaScript API methods have been introduced in Release 29. These methods allow customers using JavaScript APIs to retrieve the language independent value for on-screen picklist fields, and allow them to create customized JavaScript code that is easier to maintain. JavaScript APIs are also enhanced to allow administrators to configure HTML tooltips for out-of-the-box or custom buttons. You must write custom code to utilize the new JavaScript APIs. See Oracle CRM On Demand JavaScript API Developer's Guide for more details on the privileges and the configuration needed to use JavaScript APIs. Support the Import of Account Competitors and Account Partners Users with the appropriate privileges can now import Account Competitor and Account Partner records into Oracle CRM On Demand using the Import Data Assistant and Oracle Data Loader on Demand. There are no actions required to enable this enhancement. Support the Import of Opportunity Team Users with the appropriate privileges can now import Opportunity Team records into Oracle CRM On Demand using the Import Data Assistant and Oracle Data Loader on Demand. There are no actions required to enable this enhancement. Usability Add Duplicate Record s Books on Merge Prior to Release 29, when merging two records, the values and child records from the duplicate record were merged into the primary record. However, the duplicate record s books were not merged into the primary record, only the book associations of the primary record were retained in the primary record. Users who had access to the duplicate record would not have access to the primary record until they manually added the books that they are in to the primary record. In Release 29, an option is introduced in the Company Profile to enable the ability to add the duplicate record s books to the primary record during a merge. When this option is not selected, duplicate record s books are not added to the primary record during a merge. When this option is selected, there is a new option displayed in the Merge wizard for the user to choose whether to add the duplicate record s book to the primary record during the merge. There are no changes to how the merge functionality works except in relation to books. 14 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

The MergeRecords Web Services API has also been enhanced with a new argument called MergeDuplicateBooks. This argument functions if the Company Profile option is selected. 2. In the Company Administration section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. In the Company Data Visibility Settings section, select Enable Merge of Duplicate Record s Books. TIPS AND CONSIDERATIONS» In general, a duplicate record s books are merged to the primary record if it does not currently exist in the primary record. There are special cases that users must be aware of when using this new option. The record ownership mode that is configured for the record type determines the rules to which the Merge functionality adheres for adding the duplicate record s books to the primary record after merge. For detailed information regarding the rules, see Oracle CRM On Demand Release 29 Online Help. Add Status, Account & Contact Phone to the Calendar Appointment Text Users can now display additional information in a Calendar appointment such as the account associated with the appointment, the phone number of the primary contact associated to the appointment, and the status of the appointment. This is available for both Modern and Classic theme calendars. 1. In the upper right corner of any page, click the My Setup link. 2. In the Calendar Setup section, click the Calendar Settings link. NOTE: Instead of Steps 1 and 2, users can click Calendar Setup in the Calendar page. 3. In the Calendar Setup section, click Default Calendar View. 4. Under the Appointment Information Preferences section, select the Account Name, Status, and Contact Phone fields. Automatic Naming of an Attachment In prior releases, when associating an attachment to a record in the Attachment Edit page, users would use the Browse button on the File field to select a file and were required to enter an Attachment Name. In Release 29, after the user selects a file, the name of the file is now automatically populated in the Attachment Name field. Attachment Edit Page with the Attachment Name Field There are no actions required to enable this enhancement. TIPS AND CONSIDERATIONS 15 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

» The Attachment Name field remains editable. Users can update the field if required. Color Customization Based on Appointment Type Users of the modern calendar can assign different colors to different types of appointments. For each custom modern theme, administrators can define different colors for different appointment types. Users who use a custom modern theme can see the appointments in colors defined by their administrator, for that theme. The following screen illustrates the Theme Administration page where the administrator can define colors based on appointment types for custom modern themes. Section in the Theme Administration Page to Define Colors for Calendar Activities The following screen illustrates the user s weekly calendar where the appointments of type Call and Demonstration are shown in different colors as defined in the Theme Administration page. Weekly Calendar View with Appointments of Type Call and Demonstration Shown in Different Colors Steps to define colors for various appointment types in the Theme Administrator page (administrators): 2. In the Application Customization section, click the Application Customization link. 3. In the Application Setup section, click the Themes link. 4. Click on any custom modern theme and navigate to the Calendar Activities section. 5. Click New and select an Activity Type and Order, and then save the record. You can edit the record and assign different colors for appointment background color, link text color and nonlink text color. 16 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Steps to select a custom modern theme (end user): 1. In the upper right corner of any page, click the My Setup global link. 2. In the Personal Profile section, click the Personal Profile link. 3. In the Personal Information section, click the My Profile link. 4. In the Personal Detail section, click Edit. 5. Under Additional Information, in the Theme Name field, select any custom modern theme for which the company administrator has defined a color scheme. Differentiate Portfolio Records from Assets and Vehicles Across all Channels By default, assets and vehicles are included in the lists of portfolio accounts in Oracle CRM On Demand. From Release 29, users have an option to differentiate portfolio records from assets and vehicles across all channels. A new company profile option, Exclude Vehicles/Assets Records from Portfolio Accounts, is introduced. If this option is selected, then only the portfolio records that have a value of Portfolio in the Asset Type field are included in the lists of portfolio accounts and the portfolio export. 2. In the Application Customization section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. In the Company Settings section, select Exclude Vehicles/Assets Records from Portfolio Accounts. This setting is deselected by default. Display Event in Oracle CRM On Demand Calendar of Event Owner Users who can access Event records can now see the events that they own in their calendar. This is available for both the Modern and Classic theme calendars. A new company profile option, Display Events in Calendar is introduced and if this option is selected, all Events that you create or modify automatically create an Event Appointment with the same details as the Event. The user s calendar will display the Event Appointment in the appropriate time slot. 2. In the Company Administration section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. Under Company Settings, select Display Events in Calendar. TIPS AND CONSIDERATIONS» The Events that already exist in Oracle CRM On Demand are not displayed in the calendar, unless they are updated and saved after the company profile option is selected. The update will trigger the creation of Event Appointment for the Event.» If the company profile option is not selected, the Events (Event Appointments) will no longer be displayed in the user s calendar. However, the Event Appointments created while the Company Admin had opted in will remain in the Application and can be accessed through the list of records. Drag and Drop Calendar Drag and drop is available for the calendar in both the Classic and Modern themes. To use this feature: 1. Hover over an existing appointment. 17 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

2. When the mouse changes to a 4-directional arrow, then left-click and hold to drag and drop the appointment. 3. After the appointment is on the new location of the appointment, release the left mouse button. Oracle CRM On Demand displays a message indicating that the appointment was moved successfully. There are no actions required to enable this enhancement. TIPS AND CONSIDERATIONS» It is not possible to drag and drop a single day appointment to a time that spans multiple days. For example, you cannot drag a 2- hour appointment with a start time of 11P.M. because the end time is on a different day. Enhanced Keyword Search In Release 29, users can use the enhanced keyword search section of the action bar to locate records. Enhanced keyword search is a new search mechanism that increases search capability in Oracle CRM On Demand. The search can be used by users when they are unsure of the exact string for which to search. Enhanced keyword search can match records with the exact search string that is entered, regardless of the string s sequence. The search can match records that are based on the linguistic root of words as well as match words that are spelled similarly. For example, searching for The First Arizona Bank returns records such as Bank of Arizona or First National Bank of Arizona. Enhanced keyword search is supported for the Account, Appointment, Contact, Opportunity and Task record types along with a defined set of fields for each of these record types. Type-ahead functionality is supported in the Enhanced Keyword Search action bar applet. As the user types, the letters entered are matched with the user s recently created, modified, or viewed records for the specified record type. If any of the supported fields for enhanced keyword search contain the letters entered, then Oracle CRM On Demand displays the matches in a drop-down list. 1. In the upper-right corner of any page, click the Admin global link. 2. In the Application Customization section, click Application Customization. 3. In the Application Setup section, click Action Bar and Global Header Layout. 4. In the Action Bar Layout and Global Header Layouts page, click New Layout or edit or copy an existing layout. 5. In Step 2, choose the Enhanced Keyword Search section to display in the action bar layout by moving fields from the Action Bar Available Sections to the Action Bar Displayed Sections using the left and right arrows. Use the up and down arrows to change the order of the selected fields. 6. If you wish to add this section to the global header, move this section from the Action Bar Displayed sections to the Global Header Available sections using the left and right arrows. 7. Click Finish. If you add Enhanced Keyword Search to the Global Header Available section, complete the following steps to add Enhanced Keyword Search to the global header: 1. In the Action Bar and Global Header Layout page, click the down arrow beside the required layout. 2. From the menu, select Edit Global Header. The Global Header Icon Edit page lists any available global header sections in ascending order. If you enter the same order value for two or more global header sections, then those global header sections are displayed in the order in which they were created. 3. Click New to configure the global header section. 4. Click the magnifying glass icon to change the icon for your section. 5. From the Applet menu, select Enhanced Keyword Search. 18 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

6. In the Order field, enter the order value in which you want your section to display on the global header. Global header sections are displayed from left to right according to the ascending order value. 7. Click Save. Note: After administrators configure the Enhanced Keyword Search section to be available on the action bar and if users personalize their own action bar, administrators must either notify users to update their action bar with the newly added section or force a reset on all users action bar layout. See Oracle CRM On Demand Online Help for more information on how to force a reset on all users action bar layout. TIPS AND CONSIDERATIONS» Enhanced keyword search requires specialized search indexes. Data from Oracle CRM On Demand are synced to the search indexes in intervals. Therefore, users might find that a record recently added or modified is not found until a later time.» As enhanced keyword search is a complex search, the search performance might vary depending on the search criteria and data quality. It is recommended that users search with a more defined search criteria or use the Advanced Search, if they know the exact string or field for which to search. Mass Update More Than 50 Records at a Time In Release 29, users can perform a mass update on a group of records for record types that support the mass update feature, for up to 100 selected records at a time. This is increased from 50 selected records at a time in prior releases. There are no actions required to enable this enhancement. Provide the Ability to Set the Starting Day of the Week Users can now set the day that they want to display as the starting day of their Oracle CRM On Demand weekly and monthly calendars. This is available for both User and Group views of the Modern and Classic theme calendars. The following screen illustrates the User calendar weekly view, when Monday is selected as the first day to be displayed. Weekly Calendar View with Monday Configured as the First Day of the Week 19 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Steps to select Calendar Start Day for a company: 2. In the Company Administration section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. Under Company Settings, in the Calendar Week Starts On field, select any day. The default selection for the company is Sunday. Steps to select Calendar Start Day for a user: 1. In the upper right corner of any page, click the My Setup link. 2. In the Calendar Setup section, click the Calendar Settings link. NOTE: Instead of Steps 1 and 2, users can click Calendar Setup link in the Calendar page. 3. In the Calendar Setup section, click the Default Calendar View link. 4. In the Calendar Week Starts On field, select any day to override the setting in the Company Profile. Sorting Available Lists Shuttle in List Order In the Manage Lists page of any record type, users can select and order the lists to be displayed in the home page for the record type by clicking List Order. The Available Lists window is now always sorted in ascending order so that the users can find a list name in the window easily. There are no actions required to enable this enhancement. Web Services Enhanced Company Profile Administrator Web Service to Extract Company IP White List In Release 29, the Company Profile Administrator Web service exposes new fields to read Company level IP restrictions. Role-specific IP restrictions are also exposed as a child container with Role and IP range information. See Oracle Web Services On Demand Guide for the details. There are no actions required to enable this enhancement. Expose Workflow Description Field in Web Services The workflow rule description field is now supported in Web services. There are no actions required to enable this enhancement. Web Services Support for Dynamic Layouts A new Administrative API has been introduced to access dynamic layout configurations. Supported operations include READ, READALL and UPSERT. Oracle CRM On Demand Migration Tool On Demand is enhanced to use the new API to allow customers to migrate dynamic layouts from one environment to another. The Role Management Admin API is also enhanced to support both static and dynamic layouts. 20 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

There are no actions required to enable this enhancement. Workflow Ability to Create Language Dependent Cancel Save Error Messages under a Single Workflow In Release 29, custom error messages, which are returned to users or Web services if the Cancel Save option is enabled on the workflow rule and the condition on the workflow rule is not met, supports translation. Administrator can configure a different error message for each of the company s languages. 2. In the Company Administration section, click the Company Administration link. 3. In the Company Profile section, click the Company Profile link. 4. Under the Company Settings section, select Enable Language Translation Support for Workflow Cancel Save Message. After this setting is selected, there will be the ability to create language dependent Cancel Save error messages. Update Workflow rules with the custom Cancel Save error message in the Company s language by following the steps: 1. Edit the Workflow rule for which you want to translate the custom Cancel Save error message, and then select Mark for Translation and save the rule. 2. In the Translation Language field, select the language to which you want the custom Cancel Save error message to be translated. The message is displayed in blue font within brackets. 3. Edit the Cancel Save error message field, then manually enter the translated custom Cancel Save error message, and then save the changes. 4. Repeat steps 3 and 4 for all the required languages. Ability to Define Workflows Based on a User Record Type In Release 29, workflow rules for the User record type can be defined. 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 to which you want to apply the new record layout. 5. In Step 4 of the Role Management Wizard, select both of the following privileges to create workflow rules for the User record type: a. Manage Data Rules - Manage Workflow Rule b. Manage Data Rules Manage Workflow Rules for User TIPS AND CONSIDERATIONS» There are specific cases where the Workflow Rules for the User record type are not triggered. For detailed information on this, see Considerations when Creating Workflow Rules for the User Record Type in Oracle CRM On Demand Online Help. 21 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

Training and Support Center The Training and Support Center portal makes it easy for you to pinpoint the training resources and support that you need, 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. 22 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

The Best Practices tab contains a compilation of knowledge gained by experts that work with Oracle CRM On Demand day in and day out. Access this knowledge to benefit from their vast experience. 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.» 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 29 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: http://www.oracle.com/technetwork/documentation/siebelcrmod-096050.html 23 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

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 29 questions or issues. Please use one of the following toll-free numbers based on your location:» United States & Canada» Toll Free: 866-853-8521» Toll: 512-501-7113» Australia: 0011-800-08538521» China: 10800.130.1178» China Alternate: 86.800.810.0366» Belgium: 0800-7-5630» France: 00-800-08538521» Germany: 00-800-08538521» Hong Kong: 001-800-08538521» India: 000-800-100-1148» Indonesia: 001-803-1-002-0896» Italy: 00-800-08538521» Japan: 010-800-08538521» Korea: 00798-1-1-002-0896» Luxemburg: 800-2-6576» Malaysia: 1-800-81-3753» Mexico: 001-866-678-9037» Netherlands: 0800-022-6451» New Zealand: 0800-447171» Pakistan: 00-800-01-001-866-435-7705» Philippines: 1800-1-111-0178» Spain: 00-800-08538521» Singapore: 001-800-08538521» Taiwan: 00801-10-4139» Thailand: 001-800-11-002-0896» Sri Lanka Colombo: 2-430-430-866-435-7705» Sri Lanka (outside Colombo): 112-430-430-866-435-7705» United Kingdom: 00-800-08538521» Vietnam: 1-201-0288-866-435-7705 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. 24 ORACLE CRM ON DEMAND RELEASE 29 ADMINISTRATOR PREVIEW GUIDE

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