Administrator Preview Guide. Release 30 November 2015 VERSION

Administrator Preview Guide Release 30 November 2015 VERSION 20151111

Table of Contents Document Versioning 4 Summary of Release Features 5 Administration 7 Ability to Upload Custom Icons for Global Header 7 Audit Trail for Invitee Records 8 Manage Detail Page Images from a Central Location 8 Analytics 9 Expose Additional Fields in Analytics 9 Real-time Reporting Coverage on Custom Objects 21-25 9 Application Customization 9 Ability to Customize Books Related Information Applet 9 Ability to Customize Campaign Recipient Related Information Applet 10 Ability to Edit Activity Status Picklist 10 Classic Theme Paging 11 Enhanced View for Tabs 11 Extend Shuttle Windows to Support Double-Click 11 Modern Theme Display Related Information Buttons Based on Browser Size 12 Modern Theme Regular Font 12 Record Indicator for Tab View 12 Support Address Fields in Concatenated Field 13 UI Field Masking 13 Connected Mobile Sales 14 Maps and Proximity Search 14 Qualify, Reject and Archive Leads 16 1 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Search in Managed Lists 16 Support Dynamic Layouts 16 Support Image, Voice and Document Attachments 17 Integration 18 Ability to Export Additional Fields and Objects in Exports 18 Ability to Update Activities via Import 18 Geocoding of Address 18 Usability 18 Ability to Associate a Service Request to an Opportunity 18 Add Calendar Color Customization Fields in Modern Themes 19 Allow Creating Appointments for Multiple Accounts and Tracked on Each Account Record 20 Case Insensitive Search for User s Alias 20 Display Event in Calendar of Event Team Members 21 Enable Add Attachment Button on ios 21 Expose Additional Fields in Address Templates of Certain Countries 21 Extend Dynamic Layout to Deal Registration 21 Increase Limit for External Unique ID for Opportunity Record Type 21 Mass Update Opportunity Revenue from Child List and Child Full List 22 Provide the Ability to Set Calendar Work Day and Hour 22 Toggle between Work Week and Full Week in Calendar 22 Web Services 23 Administrative Picklist Service to Return Web Services v2.0 Tags 23 Enhanced Workflow Rule Administrative Web Services 23 Web Services v2.0 Support for Activity Type field of Child Activities 24 Web Services v2.0 Support for Custom Note Fields for a Contact 24 2 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Web Services v2.0 Support for Qualify, Reject and Archive Leads 24 Workflow 24 Enable Workflow Actions for Event Invitee List Add Option 24 Include Optimized Custom Fields in Expression Builder and Integration Events 24 Training and Support Center 25 Quick Links 26 Search 26 Access 26 Additional Resources 26 Online Help 26 On Demand Documentation on OTN 26 Contact Customer Care 26 Important Dialing Instructions 27 3 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Document Versioning Date Version Change Reference November 11, 2015 20151111 Added Web Services > Web Services v2.0 Support for Qualify, Reject and Archive Leads November 5, 2015 20151105 Updated Application Customization > UI Field Masking section October 23, 2015 20151023 Final Version Updated Summary of Release Features section September 4, 2015 20150904 Draft 4 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Summary of Release Features To review the features included in this release, see the Transfer of Information (TOI) recordings that are available on My Oracle Support. The following topics are available for review:» Extensibility Enhancements Functional Overview» Connected Mobile Sales Functional Overview» User Experience Functional Overview» What s New in Release 30 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 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 Ability to Upload Custom Icons for Global Header Audit Trail for Invitee Records Manage Detail Page Images from a Central Location Analytics Expose Additional Fields in Analytics Real-time Reporting Coverage on Custom Objects 21-25 Application Customization Ability to Customize Books Related Information Applet Ability to Customize Campaign Recipient Related Information Applet Ability to Edit Activity Status Picklist Classic Theme Paging Enhanced View for Tabs Extend Shuttle Windows to Support Double-Click Modern Theme Display Related Information Buttons 5 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Based on Browser Size Modern Theme Regular Font Record Indicator for Tab View Support Address Fields in Concatenated Field UI Field Masking Connected Mobile Sales Maps and Proximity Search Qualify, Reject and Archive Leads Search in Managed Lists Support Dynamic Layouts Support Image, Voice and Document Attachments Integration Ability to Export Additional Fields and Objects in Exports Ability to Update Activities via Import Geocoding of Address Usability Ability to Associate a Service Request to an Opportunity Add Calendar Color Customization Fields in Modern Themes Allow Creating Appointments for Multiple Accounts and Tracked on Each Account Record Case Insensitive Search for User s Alias Display Event in Calendar of Event Team Members Enable Add Attachment Button on ios Expose Additional Fields in Address Templates of Certain Countries Extend Dynamic Layout to Deal Registration Increase Limit for External Unique ID for Opportunity Record Type Mass Update Opportunity Revenue from Child List and Child Full List Provide the Ability to Set Calendar Work Day and Hour Toggle between Work Week and Full Week in Calendar 6 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Feature Customer Care Action Required? Administrator Action Required? User Action Required? Immediate User Availability Web Services Administrative Picklist Service to Return Web Services v2.0 Tags Enhanced Workflow Rule Administrative Web Services Web Services v2.0 Support for Activity Type field of Child Activities Web Services v2.0 Support for Custom Note Fields for a Contact Web Services v2.0 Support for Qualify, Reject and Archive Leads Workflow Enable Workflow Actions for Event Invitee List Add Option Include Optimized Custom Fields in Expression Builder and Integration Events Administration Ability to Upload Custom Icons for Global Header Company administrators can now upload their own set of icons that can be used to represent any applets assigned to the Global Header. 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 for which you want to have the ability to upload custom icons for the global header. 5. In Step 4 of the Role Management Wizard, select the Manage Custom Icons privilege. 6. Save the changes.» User needs to log off and log back in for the new settings to take effect.» To upload custom icons a. In the upper-right corner of any page, click Admin. b. In the Application Customization section, click Application Customization. c. In the Application Setup section, click Icon Management. d. On the Icon Management page, click Global Header Icons. e. In the Global Header Icons page, click Add to create a new custom icon. 7 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Audit Trail for Invitee Records You can set up an audit trail to capture changes that are made to Invitee records for Events. You can view changes to Invitee records in the Audit Trail related Information section of the Invitee detail page. On the Master Audit Trail, these changes are displayed under the Invitee record type. 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 the Event record type. 4. In the Field audit Setup section, click Invitee Field Audit Setup. 5. Configure auditing based on your needs. 6. Save the changes.» To configure auditing, ensure your role have the Administer Field Audit privilege.» To view the actual audit records on the Invitee page:» Ensure the access profile has read-only access to the Event and to the Invitee Audit Trail related information.» Expose the Audit Trail related information on the Invitee page layout. Manage Detail Page Images from a Central Location Company administrators can view and manage all their Detail Page images from a single location to simplify image administration. Users can use a set of predefined queries to assist them in viewing their images with various filters or they can create their own list of images and apply their own custom filters. 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 that you want to have the ability to manage detail page images. 5. In Step 4 of the Role Management Wizard, select the Manage Content Manage Attachments and Detail Page Images privilege. 6. Save the changes.» To access the Manage Detail Page Images: a. In the upper right corner of any page, click Admin. b. In the Content Management section, click Content Management. c. In the Manage Attachments and Images section, click Manage Detail Page Images. 8 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Analytics Expose Additional Fields in Analytics Previously unexposed, predefined, and custom fields for the Account, Opportunity, Activity, Revenue, Portfolio, Samples Dropped, Sample Transaction and Usage Tracking record types are now mapped to the relevant subject areas in Analytics, to enable reporting on these fields. There are no steps necessary to enable this enhancement. Real-time Reporting Coverage on Custom Objects 21-25 Real-time reporting in Analytics is further enhanced with the addition of Custom Objects 21 to 25 to the Advanced Custom Objects (ACO) subject area. This facilitates reporting on the relationships between these custom objects and the standard record types and Custom Objects 1 to 20. There are no steps necessary to enable this enhancement. Application Customization Ability to Customize Books Related Information Applet Company administrators can now customize the layout of the Books related information for all record types with book support. This customization allows additional information regarding the parent record-to-book relationship to be viewed. 1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Record Types Setup section, click the link for parent record type with Books relationship, for example, Account. 4. In the Page Layout Management section, click Related Information Layout for the parent record type. 5. In the Related Information Setup section, click Books. 6. Click one of the following: a. Edit for an existing custom layout b. Copy for the standard layout c. The New Layout button. 7. In Step 2 of the Related Information Layout Wizard, choose the fields to display in the Books related information applet. 8. Click Finish. 9. To associate the customized Books Related Information layout to a parent record type Page layout, navigate to parent record type Page Layout on the parent record type Application Customization page. 10. Click Edit for an existing custom layout or Copy for the standard layout or the New Layout button. 9 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

11. In Step 5 of Page Layout Wizard, select the customized Books Related Information layout from the picklist against the Related Information Books. Ability to Customize Campaign Recipient Related Information Applet Company administrators can now customize the layout of Recipient related information applet for the Campaigns record type by adding the fields listed below regarding the contacts to the Campaign Recipient layout:» Account (associated with the contact)» Post Code (associated with the contact s address)» Never Email (checkbox from the contact record, which indicates the contact must not be emailed for marketing campaigns or follow- ups) 1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Record Types Setup section, click the link for Campaign record type. 4. In the Page Layout Management section, click Campaign Related Information Layout. 5. In the Related Information Setup section, click Recipients. 6. Click one of the following: a. Edit for an existing custom layout b. Copy for the standard layout c. The New Layout button. 7. In Step 2 of the Related Information Layout Wizard, move the fields Account, Post Code and Never Email from the Available Fields window on the left, to the Selected Fields window on the right. 8. Click Finish. 9. To associate the customized Campaign Recipient Related Information layout to a Campaign Page layout, navigate to Campaign Page Layout on the Campaign Application Customization page. 10. Click Edit for an existing custom layout or Copy for the standard layout or the New Layout button. 11. In Step 5 of Page Layout Wizard, select the customized Campaign Recipient Related Information layout from the picklist against the Related Information Recipients, Ability to Edit Activity Status Picklist Prior to Release 30, the Status field in the Activity record type was a picklist with a set of predefined values that could not be changed by customers. In Release 30, the Status picklist values can be customized to suit their business requirements. 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 to which you want to have the ability to modify the Status picklist field. 5. In Step 4 of the Role Management Wizard, select the Customize Application - Edit Activity 'Status' Picklist privilege. 6. Save the changes. 7. In the upper-right corner of any page, click the Admin global link. 8. In the Application Customization section, click the Application Customization link. 9. In the Record Types Setup section, click Activity. 10 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

10. In the Field Management section, click Activity Field Setup. 11. Click Edit Picklist beside the Status field. 12. In the Edit Picklist window, click Save & New to add a new value to the picklist, or you can update the field Picklist Value and click Save & Close to update an existing picklist value. Classic Theme Paging Prior to Release 30, when using the Classic theme and viewing a long list of related information records in Tab view, clicking the navigation arrow would display the non-visible tabs, one tab at a time. In Release 30, with Classic Theme Paging enabled, clicking the navigation arrow displays the maximum number of non-visible tabs, reducing the number of clicks required to view the last tab. 1. In the upper right corner of any page, click the Admin global link. 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 Enable Classic Theme Paging for Tabs.» To switch to Tab view from the Company Profile page, change the Related Information Format field under the Company Settings section to Tabs.» To switch to Tab view from the User Detail page, change the Related Information field under the Additional Information section to Tabs. Enhanced View for Tabs When using the Tab view for related information applets, additional features are available. These features include: having the ability to display more than 5 records in the related information list, sorting under different columns, and paging and filtering. This is supported for both the Classic and Modern theme. 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 Enable Enhanced View for Tabs.» To switch to Tab view from the Company Profile page, change the Related Information Format field under the Company Settings section to Tabs.» To switch to Tab view from the User Detail page, change the Related Information field under the Additional Information section to Tabs. Extend Shuttle Windows to Support Double-Click This feature improves usability in certain shuttle window pages by allowing users to move selections from one window to another window by simply double-clicking the selection. There are no steps necessary to enable this enhancement. 11 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Modern Theme Display Related Information Buttons Based on Browser Size This feature displays the maximum number of related information buttons for the Modern Theme based on the browser s window size to and the ability to maximize the viewing capacity. There are no steps necessary to enable this enhancement. Modern Theme Regular Font Some customers have found that the font size for Modern Theme to be too large for their requirements. Company administrators can now create or modify Modern Themes to have a similar font size, row height, and button size, as the Classic Theme regular font. 1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Application Setup section, click Themes. 4. In the Themes page, click one of the following: a. Edit for an existing custom theme b. Copy an existing theme c. The New button to create a new theme 5. Set Theme Style to Modern. 6. Set Font Size to Regular.» To access the Themes page, ensure you have the Manage Themes privilege assigned to your role. Record Indicator for Tab View This feature allows users to select which related information section in a Tab View will have a record indicator to assist them in determining whether the related information has any associated records. This functionality reduces unnecessary clicking. 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 to which you want to have the ability to configure the record indicator for tab view. 5. In Step 4 of the Role Management Wizard, select the Personalize Detail Page Records Indicator privilege. 6. Save the changes.» To choose which related information section will display a record indicator, navigate to any detail page, click on Edit Layout and optionally, the Manage Record Indicator link.» Ensure the Related Information Format is set to Tabs in the Company Profile. 12 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Support Address Fields in Concatenated Field In Oracle CRM On Demand, an Address is comprised of a number of individual address fields such as City or Post Code, depending on the country. For all the record types that support the Address field, the individual address fields can be added to a concatenated field so that you can create your own address display format. If inline editing, or editing using the Edit page, the concatenated field with individual address fields, then the whole address template for the address field based on the country is displayed in the edit popup box. For example, on Account, only Billing City is included in the concatenated field. The edit box shows the full address template with Country, Street Address 1, and so on. Changing the country in the edit box will change the fields of the address template as with the existing address behavior. Shared Addresses are also supported. Instead of editing the individual address fields, you select the shared address from the edit box. 1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 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 New Field to create a new custom field with Field Type set to Concatenated Fields. 6. Click the Edit Fields link for the Concatenated Field to set up the concatenated field. 7. Choose the individual Address Fields from the record type Field list. NOTE: The Concatenated Field must be added to the displayed section of the associated page layout.» If the concatenated field includes an address field that is not part of the address template for the country in the address on the record, then the field is empty within the concatenated field. When you edit the concatenated field, you cannot edit the field that is part of the concatenated field unless you change the country in the address, and the address template for the new country includes the field. UI Field Masking As some information that is saved and displayed in Oracle CRM On Demand is confidential, customers want to mask the values on display so that some users are not able to view the full value of the confidential fields. Company administrators can create and expose a field on the page layout that will either display the full value, or only the last four characters, provided they have the required privilege. 1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Record Types Setup section, click the link for the following record types: a. Account b. Contact c. Financial Account d. Household e. Portfolio 4. In the Field Management section, click record type Field Setup. 5. On the Fields page, click New Field. 13 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

6. On the Field Edit page, set Field Type to Text (Short Maskable) and complete all required fields. 7. Click Save 8. Expose the new field to any page layout being used.» To see the full value of the field, ensure the role has the View Masked Data privilege.» If a default value is assigned to the field, the full value is displayed with or without the privilege.» The following areas do not support maskable fields:» Assignment Manager» Expression Builder» Analytics» Field Copy» The following features are supported only when the user has the View Masked Data privilege for the maskable fields:» Searching on the maskable field» Sorting and filtering on the maskable field on lists Connected Mobile Sales Maps and Proximity Search Users can search for nearby accounts, activities such as appointments and tasks, and contacts, based on their managed lists for up to a 25-mile radius. Latitude and longitude of the associated addresses must be populated in Oracle CRM On Demand before using maps and proximity search. For more information, see the Oracle CRM On Demand Online Help regarding "About Geocode Fields in the Address Record Type". The following table lists the address type that is checked on each record type when you perform a proximity search: Supported Record Type Account Activity Contact Address Checked in Proximity Searches The shipping address for the account. The address in the Address field on the activity, for example, the address in a contact call. The primary address for the contact. 14 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Click Flow for ios Record Type, List, and Radius Selection Click Flow for Android Nearby Addresses Indicated by Pins Contact Detail Page Record Type, List, and Radius Selection Nearby Addresses Indicated in a List Contact Detail Page Activities such as appointments and tasks with the same address are indicated in Oracle CRM On Demand Connected Mobile Sales with a "+" symbol. 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. 15 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

4. Click Edit beside the role to which you want to provide maps and proximity access. 5. In Step 4 of the Role Management Wizard, select the applicable privileges under the CRM and Integration: Maps categories:» Manage Addresses» Manage Maps Integration» Maps Integration» Latitude and longitude fields of associated address must be populated in Oracle CRM On Demand.» On Android devices, a list page is used to indicate nearby account, contacts, and activities. Qualify, Reject and Archive Leads Leads can now be qualified, rejected or archived in Oracle CRM On Demand Connected Mobile Sales. See Oracle CRM On Demand Online Help for more information regarding Leads. 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. Click Edit beside the role to which you want to provide archive, qualify and reject leads access. 5. In Step 4 of the Role Management Wizard, select the privileges under the CRM: Marketing category:» Archive Leads» Qualify Leads» Reject Leads Search in Managed Lists Users can now search in managed lists that are selected within Oracle CRM On Demand Connected Mobile Sales. From the homepage, when you select a record type and then tap the right corner for more options, you can select a managed list. After you select and save a managed list, and you are back on the list page, you can access search. On ios, you access search by dragging down anywhere on the list page. On Android, you access search by clicking on the magnify glass. If you have previously configured managed lists to be used in Oracle CRM On Demand Connected Mobile Sales, no additional steps are required to enable this feature. For more information on configuring managed lists, see the Oracle CRM On Demand Connected Mobile Sales Administration Guide.» Managed list selections persist even after logging out and back in to Oracle CRM On Demand Connected Mobile Sales. Support Dynamic Layouts Dynamic layout support has been added. Previously, Oracle CRM On Demand Connected Mobile Sales displayed all fields when the layout was configured to be dynamic in Oracle CRM On Demand. Now, when a layout is configure to be dynamic for the role used to configure Oracle CRM On Demand Connected Mobile, the layout will change based on the driving picklist field. See Oracle CRM On Demand Online Help for more information regarding specifying dynamic page layouts. 16 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

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. Click Edit beside the CMS Admin role. 5. In Step 6 Page Layout Assignment of the Role Management Wizard, configure Page View Type and Page Layout Name for records that you want to configure to use dynamic layouts. Support Image, Voice and Document Attachments Users can attach audio and image files for supported record types as a related item, or as a field from within Oracle CRM On Demand Connected Mobile Sales. Supported record types with attachment as a field:» Custom Objects 1-15 Supported record types with attachments as a related item:» Account» Activity - Appointment» Activity - Task» Contact» Custom Object 1-3» Lead» Opportunity» Service Request Attachment as Either a Field or Related Item Attachment as a Field Attachment as a Related Item 17 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

» Audio attachments have a limit of 2 minutes of recorded time.» Attachments as a related field require record type access. Integration Ability to Export Additional Fields and Objects in Exports Users can now export Households and its related child objects using the Data Export Assistant. In addition, some of the fields missing in existing exports are also now included. For example, all Team export files for record types that support Team now include the parent record ID. Similarly the Contact Relationship export file now includes the RelatedPartyId field. There are no steps necessary to enable this enhancement. Ability to Update Activities via Import Prior to release 30, whenever appointments or tasks were imported, Oracle CRM On Demand used to create new records for each record imported. It was not possible to overwrite an existing appointment or task through imports. With this feature, users can import appointments or tasks, match the imported records with records existing in Oracle CRM On Demand using the Row ID or External Unique ID and overwrite existing records, if required. There are no steps necessary to enable this enhancement. Geocoding of Address In Release 30, Oracle CRM On Demand provides a geocoding mechanism which uses the information in an address record to find the corresponding latitude and longitude values for the address using an out-of-the-box integration with Oracle Spatial. If the geocoding is successful, then Oracle CRM On Demand populates the latitude and longitude fields in the address records with these values. See the Oracle CRM On Demand Online Help for details. To enable geocoding for your company, please log a Service request. Usability Ability to Associate a Service Request to an Opportunity Service Request records can now be associated to Opportunity records as related items. There are no steps necessary to enable this enhancement.» Ensure access profiles are set to the correct access level for Service Request under Opportunity. 18 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

» Expose Service Request as a related information section in the Opportunity page layouts. Add Calendar Color Customization Fields in Modern Themes This feature introduces a set of colors in Theme Administration exclusively for coloring the various elements of Calendar. The color scheme allow greater flexibility to configure the appointment background color, appointment text color, and so on, so that the text is readable on a contrasting background. The main fields for the customization are as follows:» The Appointment Background Default field is the color of the background of the appointment rectangles in the User calendar and Group calendar.» The Appointment Text Links field is the color of the text on the calendar appointments, with a drill-down link on it. It includes the information displayed on calendar appointments like the Appointment Subject, the Account, and the Contact Phone number.» The Appointment Text Non Links field is the color of the text on the calendar appointments, without a drilldown link on it. It includes the start date and time on multiday appointments, the status information on the appointment, and so on.» The Non Working Hours Background field is the color of the days and hours that are marked as nonworking. For modern themes, Oracle CRM On Demand has introduced a new preview tab to preview the calendar color customizations. For custom modern themes, when the administrator configures a new color for the Calendar color fields, the effect in the calendar can be seen in the calendar preview tab in Theme Administration. Calendar Preview Tab in Theme page for Modern Theme 19 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

1. In the upper-right corner of any page, click Admin. 2. In the Application Customization section, click Application Customization. 3. In the Application Setup section, click Themes. 4. Click on any custom modern theme to edit the following fields in the Calendar section : a. Appointment Background Default b. Appointment Text Links c. Appointment Text - Non Links d. Non Working Hours Background 5. You can set the custom modern theme as the theme for the company in the Company Profile.» In classic themes, there is also a Calendar section. However, the Appointment Background Default, Appointment Text Links and Appointment Text - Non Links fields are present only for modern themes. Allow Creating Appointments for Multiple Accounts and Tracked on Each Account Record This feature enables users to quickly create appointments for a list of accounts, where each appointment is tracked against the respective account record. In the drop-down menu of any Account list, Oracle CRM On Demand has introduced a new option called Mass Create Appointment. Clicking the Mass Create Appointment option opens a wizard where you can create appointments for all the accounts that are displayed in the list. Mass Create Appointment for Accounts page There are no steps necessary to enable this enhancement.» To use this feature, the Activity record type needs to be configured in Owner mode or Mixed mode. If the Activity record type is configured in Book mode, then the wizard issues a message that the Book field is mandatory. Case Insensitive Search for User s Alias Prior to Release 30, the Alias field on the User record type was case sensitive. Therefore, any search based on Alias would have to match the case of the value entered in order for the search to return the user with the matching alias. In Release 30, the Alias field on the User record type supports case insensitive search. For example, searching User s Alias in the Search Action Bar or the User lookup window when selecting an owner of a record. 20 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

There are no steps necessary to enable this enhancement. Display Event in Calendar of Event Team Members In Release 29, Oracle CRM On Demand introduced the ability to display Events in the user s calendar if the user is the owner of an Event. In Release 30, Oracle CRM On Demand has extended the functionality of this feature by allowing an Event to be displayed in the calendar, not only for the owner of the Event, but also for members of the Event team. This functionality is available for both Modern and Classic theme calendars. 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 Display Events in Calendar field. Enable Add Attachment Button on ios The Add Attachment button in Oracle CRM On Demand now supports the ability for users to add attachments through their ios device. There are no steps necessary to enable this enhancement. Expose Additional Fields in Address Templates of Certain Countries This feature enhances Irish addresses with the Fircode field and Falkland Islands addresses with the Post Code field. There are no steps necessary to enable this enhancement. Extend Dynamic Layout to Deal Registration This feature allows administrators to configure dynamic layout for the Deal Registration record type. Deal Registration Type is the default driving picklist for Deal Registration Dynamic Layout. 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 the link for the Deal Registration record type. 4. In the Dynamic Layout Management section, click Deal Registration Dynamic Layout. 5. In the Dynamic Page Layout list, click New Layout to create a new Dynamic Page layout. 6. After the dynamic page layout is created, assign the layout to the roles, as required. Increase Limit for External Unique ID for Opportunity Record Type In Release 29 Service Pack 1, External Unique ID for the Opportunity record type was enhanced to support 255 characters from 30 characters. In Release 30, this has been extended in Analytics to display the full 255 characters instead of just 30 characters. 21 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

There are no steps necessary to enable this enhancement. Mass Update Opportunity Revenue from Child List and Child Full List Mass update is supported for Opportunity Revenue record field values for a number of selected records, by starting the Mass Update process from the Revenue child list or child full list. Opportunity Product Revenue child list and child full list now has a Mass Update button that enables users to launch the 2-Step process for updating revenue field values for multiple records at a time, as follows:.» In Step 1 of the Mass Update process, users select the revenue records that must be updated by selecting or deselecting the checkbox at the left side of each record. The number of records displayed is the same as the number of records the user has selected to view in the List page» In Step 2 of the Mass Update process, users select the revenue fields that must be mass updated along with the values for each field. Users can select and assign values for up to 5 fields at a time.» On clicking Finish, the update process is completed and Oracle CRM On Demand displays the following message: All records have been updated successfully. There are no steps necessary to enable this enhancement. Provide the Ability to Set Calendar Work Day and Hour This feature allows users to set their own work week and work hours that suit their business needs. Company administrators can set the work days of the week and work hours in a day at the company level. End users can override the company level settings and set their own work days and hours. This is available for both Modern and Classic theme calendars. 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 Work Week and Calendar Settings, select the check boxes corresponding to the days that you want to mark as working days. Also, enter the work start time in the Business Hours Start Time field, and work end time in the Business Hours End Time field. 5. End users can override the company level settings by navigating to the My Setup link in the upper right corner of any page and then: a. In the Calendar Setup section, click Calendar Settings and then click Default Calendar View. b. In the Calendar Work Week section, select the check boxes corresponding to the days that you want to mark as working days. Also enter the work start time in the Business Hours Start Time field and work end time in the Business Hours End Time field. Toggle between Work Week and Full Week in Calendar This feature allows end users to view the full week or just the work week in their weekly user calendar. The option to toggle between full week and work week is available for both the classic and modern calendars. In your modern weekly user calendar, there is a new drop-down menu option to switch between work week and full week. If your calendar shows full week, then the option to switch to the work week is displayed and if your calendar shows work week, then the option to switch to the full week is displayed. 22 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

Modern Calendar: Option to switch to work week Modern Calendar: Displaying only the days marked as working (Sunday is marked as non working day by the user) In your classic weekly user calendar, a new link is introduced below the weekly calendar appointment pane to toggle between the full week and work week. There are no steps necessary to enable this enhancement. Web Services Administrative Picklist Service to Return Web Services v2.0 Tags Administrative Picklist Web services have exposed a new tag, WebSvc2Tag, which can be used to query Web Services v2.0 tags associated to a picklist field. There are no actions required to enable this enhancement. Enhanced Workflow Rule Administrative Web Services Workflow rule administrative Web services have been enhanced so that you can manage specific workflow rules using specific administrative Web services and the Oracle CRM On Demand Migration Tool. Previously all workflow rules were deleted and were required to be reinserted each time when using workflow rule administrative Web services or the Migration Tool. A new operation, InsertOrUpdate, has been introduced to insert or update a workflow rule with user keys based on the record type, trigger event and order combination, or directly using workflow name. Providing the ability to specifically insert or update a specific workflow rule improves performance when using workflow rule administrative web services to update workflow rules. Also the workflow rule field, Order, is also exposed through Web services, which are also retrieved as part of the Workflow Rule commands in the Migration Tool, Read and ReadAll. 23 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

There are no actions required to enable this enhancement.» For performance reasons use the InsertOrUpdate operation over the Upsert operation. Web Services v2.0 Support for Activity Type field of Child Activities The Activity Type field for all child activities is exposed through Web Services v2.0. This field can be used to distinguish appointments from Tasks in a list of activities. There are no actions required to enable this enhancement. Web Services v2.0 Support for Custom Note Fields for a Contact Custom Note fields for a Contact are exposed in Web Services v2.0. There are no actions required to enable this enhancement. Web Services v2.0 Support for Qualify, Reject and Archive Leads Lead Web Services v2.0 Execute method is enhanced to support lead specific operations such as Qualify, Reject and Archive. Below is the list of new operation attribute values which can be used with the Execute method:» Qualify - Qualifies the specified lead.» Reject - Rejects the specified lead.» Archive - Archives the specified lead. For details about these new operation attributes, please refer Oracle Web Services On Demand Guide Release 30. Note: The Qualify, Reject and Archive functionality is not exposed in the Lead WSDL. Workflow Enable Workflow Actions for Event Invitee List Add Option Prior to Release 30, workflow was supported for the Event Invitee record type. In Release 30, the issue of workflows not triggered when Event Invitees are added using the List Add option has been resolved. All Event Invitee record related workflows are now triggered when Event Invitees are added using the List Add option. There are no actions required to enable this enhancement. Include Optimized Custom Fields in Expression Builder and Integration Events Optimized custom fields are now exposed in Expression Builder and Integration Events for all record types. There are no actions required to enable this enhancement. 24 ORACLE CRM ON DEMAND RELEASE 30 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. 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. 25 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

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 30 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 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 30 questions or issues. Please use one of the following toll-free numbers based on your location:» United States & Canada 26 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

» 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. 27 ORACLE CRM ON DEMAND RELEASE 30 ADMINISTRATOR PREVIEW GUIDE

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