CX Intelligent Apps for Oracle Adaptive...Oracle Adaptive Intelligent Apps for CX Implementing...

Oracle AdaptiveIntelligent Apps forCX

Implementing Adaptive IntelligentSales

March 2020

Oracle Adaptive Intelligent Apps for CXImplementing Adaptive Intelligent Sales

March 2020

Part Number: F18541-11

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Authors: Adaptive Intelligent Apps for Customer Experience Information Development

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Contents

Preface .................................................................................................................................. i

1 Overview 1Welcome to Adaptive Intelligent Sales ....................................................................................................................................... 1

About Oracle Cloud and Oracle Adaptive Intelligent Apps ................................................................................................... 3

Version Compatibility ..................................................................................................................................................................... 3

Roles and User Administration ................................................................................................................................................... 4

Privacy Regulations and Data Protection ................................................................................................................................. 4

2 Integrate with Oracle CX Sales 7Create User Account for Integration .......................................................................................................................................... 7

Import Data from Oracle CX Sales ............................................................................................................................................. 7

Congure Oracle CX Sales for Adaptive Intelligent Apps for CX ......................................................................................... 8

Enable Smart Talking Points in Oracle CX Sales .................................................................................................................... 11

3 Data Processing Status 13Overview .......................................................................................................................................................................................... 13

Monitor Data Processing Jobs ................................................................................................................................................... 13


Preface

PrefaceThis preface introduces information sources that can help you use the application and this guide.

Using Oracle ApplicationsTo nd guides for Oracle Applications, go to the Oracle Help Center.

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Contacting OracleCustomers can access electronic support through Oracle Support. For information, visit My Oracle Support or visitAccessible Oracle Support if you are hearing impaired.

Please give us feedback about Oracle Applications Help and guides. You can send an e-mail to:[email protected].

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Preface

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Chapter 1Overview

1 Overview

Welcome to Adaptive Intelligent Sales Adaptive intelligence combines decision science and machine learning to help your salespeople increase and acceleratesales. When they view their opportunities, they get recommendations to increase their win rates and insights that helpthem close deals faster.

This image illustrates the high-level ow of data feeding into adaptive intelligence to predict opportunity win probabilityand recommend actions.

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Chapter 1Overview

Recommended ActionsThe adaptive intelligence models estimate win probability for opportunities. If there’s a mismatch between themodels’ estimate and the salesperson’s estimate, it alerts the salesperson. The models also estimate opportunity winprobabilities for all recommended actions so that salespeople see only those with higher win probability estimates. Yoursalespeople can use the recommended actions to improve their chances of winning opportunities.

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Chapter 1Overview

Let’s look at an example. Suppose the role marked as the primary contact on an opportunity correlates with a low winrate in the past. The reason might be that this contact isn't the decision maker in the organization. And so the modelsrecommend that the salesperson checks that the primary contact is the decision maker.

Deal AccelerationYour salespeople can accelerate sales by identifying opportunities that they can close early to meet their sales targetsevery quarter.

For deal acceleration to work, here are a few tasks you must complete:

• Congure your chatbot to use the API for opportunity win probability predictions.

• Set the nancial year end date.

When you have done these tasks, your salespeople can use the chatbot to get predicted win probabilities foropportunities.

About Oracle Cloud and Oracle Adaptive Intelligent Apps Oracle Cloud is an enterprise cloud for businesses. Oracle Cloud oers self-service business applications delivered on anintegrated development and deployment platform with tools to extend and create new services rapidly. To get started,see Get Started with Oracle Cloud Applications.

Use the Applications Console in Oracle Cloud to:

• Activate your order

• Sign in for the rst time

• Access your service instance

Note: You can’t manage users through the Applications Console. Manage users directly throughOracle Identity Cloud Service (IDCS). To access IDCS from Oracle Adaptive Intelligent Apps, select UserAdministration on the user menu.

Version Compatibility

Use the application on devices with a width of 768 pixels or higher. For detailed information on Oracle's browser supportpolicy, see hp://www.oracle.com/technetwork/indexes/products/browser-policy-2859268.html.

This table lists version compatibility for the supported integrations.

Integrated Application Version Requirement

Oracle CX Sales Oracle CX Sales Release 13 (update 18B) or later

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Chapter 1Overview

Roles and User Administration

Roles and privileges control the access that users have to dierent features of the application. You can manage users inOracle Identity Cloud Service and assign them to roles, which determine which tasks they can perform.

This table describes the roles that you can assign and the privileges associated with the role.

Role Privileges Description

Oracle Adaptive Intelligent CX User • View Home page

• Review Insights

• Manage Supervisory Controls

Coordinates and supervises all sales useractivities related to Oracle Adaptive IntelligentApps for CX. Reviews the insights pageto monitor data ow to and from OracleEngagement Cloud. Sets the nancial year enddate and opportunity recommended actionsthreshold using supervisory controls.

Oracle Adaptive Intelligent CX OperationsManager

• View Home page

• Manage Connections

• Review Insights

• Manage Supervisory Controls

Coordinates and supervises all activities relatedto the operation of Oracle Adaptive IntelligentApps for CX, such as managing data sourceconnections. This role inherits privileges of theUser role for sales activities.

You can manage users in Oracle Identity Cloud Service (IDCS) and assign them to specic roles, which determine whichtasks they can perform. If you have the appropriate privileges, select the User Administration shortcut on the usermenu to go to IDCS, where you can map users to roles.

See Manage Oracle Identity Cloud Service Users for information about user administration.

Privacy Regulations and Data Protection

This topic introduces important aspects related to privacy and data protection.

Some jurisdictions, such as the European Union with its General Data Protection Regulation (GDPR), require specialcontrol to maintain privacy of personal information. Oracle Adaptive Intelligent Apps for CX has capabilities to help youcomply with these rules.

For details on privacy and security for Oracle CX Sales, see Privacy and Security Feature Guidance for all Oracle Services(Doc ID 114.2) on My Oracle Support. Navigate to Customer Experience > Engagement – Sales & Service , and openthe PDF Oracle Fusion Engagement Cloud (Sales, Service, Customer Data Management, & Loyalty).

Consumer ConsentAdaptive intelligence models use consumer data within Oracle CX Sales to enhance salespeople’s likelihood of closingopportunities. The models use consumers’ prole aributes and their purchase history to make recommendations. For

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Chapter 1Overview

example, the models may recommend that the salesperson provides unique product feature information to a certainconsumer before quoting a price.

Ensure that the data you store in Oracle CX Sales and use in machine learning is restricted to consumers who havegiven explicit consent.

Consumers’ Right to be ForgoenIf consumers remove consent, you must delete their data from Oracle CX Sales. The consumer data is subsequentlydeleted in Oracle Adaptive Intelligent Apps for CX during the next ingestion process.

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Chapter 1Overview

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Chapter 2Integrate with Oracle CX Sales

2 Integrate with Oracle CX Sales

Create User Account for Integration

Before you start integrating with Oracle CX Sales, complete these steps to ensure you have all the required access.

1. Create a user account in Oracle CX Sales for Oracle Adaptive Intelligent Apps to access sales data.

Ensure that this user has the ORA_ZBS_SALES_ADMINISTRATOR_JOB job role assigned with access to allopportunities, accounts, contacts, leads, and activities in Oracle CX Sales. To learn how to create and assignroles, see Create Application Users.

2. Optionally, create a role if your organization has multiple business units, and assign this role to the user accountyou created. For details, see Create Role for Multiple Business Units.

3. Test the user account by signing into Oracle CX Sales. If you can’t sign in, wait for 15 minutes and try again.After you successfully sign in, this user account is ready to be used in the Add CX Sales Connection dialog boxas detailed in the topic Import Data from Oracle CX Sales.

Create Role for Multiple Business Units If you use multiple business units and you want adaptive intelligence models to be able to provide predictions across allof them, complete this additional step.

1. Create a role and data security policies to provide global access to all opportunity and lead data.See Create Roles in the Security Console.Here are a few things to keep in mind:

◦ When you’re creating the role, select CRM – Job Roles as the role category.

◦ For data security policies:- Select Opportunity as the database resource for one policy, and Lead for the other.- Select All values in the Data Set list and select all the options in the Actions list.

2. Assign this role to the sales administrator user you created for Oracle Adaptive Intelligent Apps to import datafrom Oracle CX Sales.See Create Roles in the Security Console.

After you complete these steps, it may take a few minutes for the changes to take eect. When you complete all theintegration steps, Adaptive intelligence models will provide predictions across all your business units.

Import Data from Oracle CX Sales Integrate Oracle Adaptive Intelligent Apps for Customer Experience with Oracle CX Sales using basic manual steps andconguration. After a successful connection, the application can access and import data from Oracle CX Sales.

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Before You StartBefore you start connecting to Oracle CX Sales to import data, note the following:

• It’s important to set a calendar reminder a few days before the password is set to expire, and reset thepassword. Update the password on the Edit CX Sales Connection dialog box so that your connection remainsintact.

• As soon as you set up the connection, the application starts importing all records immediately. Therefore, if youhave large datasets to import, start the connection process during a downtime.

Import Data1. Sign in to Oracle Adaptive Intelligent Apps for Customer Experience.2. Click Connections and then click Data Sources.3. Click Oracle CX Sales.4. In the Add CX Sales Connection dialog box, enter the following details:

◦ Service Endpoint URL: Your Oracle CX Sales host name in the format hps://<osc_host_name>. Forexample, hps://abcd.fa.us6.example.com.

◦ User Name and Password: User name and password of the Oracle CX Sales user account that you createdearlier.

◦ Data Import Start Date: Optionally, select the date from when you want to ingest data from Oracle CXSales. If you don’t select a date, the application ingests all the available data.

Note: After you set the date, do not edit theData Import Start Date eld. Contact OracleSupport if you want to update the date.

5. Click Connect.

The connection is tested against your Oracle CX Sales host and is saved if successful. Data ingestion starts immediately.The Data Sources page appears and displays the connection.

Note: Update the endpoint URL only if recommended by Oracle Support. Reading a dierent dataset into anexisting Oracle Adaptive Intelligent Apps for CX instance may result in corrupted predictions.

Congure Oracle CX Sales for Adaptive Intelligent Appsfor CX

You must complete the following conguration steps in Oracle CX Sales to ensure that recommendations are displayedon opportunities:

• Congure best sales action for opportunities.

• Add the Recommended Action column to the Opportunities page using Application Composer.

Note: You must have the Sales Administrator or the Application Implementation Consultant job role in OracleCX Sales to perform these conguration steps.

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Congure Best Sales Action

1. In the Setup and Maintenance work area, go to the following:

◦ Oering: Sales

◦ Functional Area: Sales Adaptive Intelligence

◦ Task: Congure Best Sales Action

2. On the Congure Best Sales Action page, select Best sales action enabled at site level to displayrecommendations for all users.

If you want recommendations to be displayed to a subset of users, deselect the check box and edit the EnableAdaptive Intelligence prole option (ZCA_ENABLE_ADAPTIVE_INTELLIGENCE). For details, see Edit the EnableAdaptive Intelligence Prole Option.

3. Enter a value for Display alert when user-provided win probability diers by this amount under PredictedWin Probability

The value you enter here is the minimum threshold to display the win probability warning indicator foropportunities. If the dierence between the salesperson’s win probability prediction and the adaptiveintelligence prediction is more than the value you set here, the warning indicator appears. For example, if thevalue is set to 25 and the salesperson’s win probability prediction is 20%, and the predicted win probability is50%, the warning indicator appears.

4. In the table under Recommended Action, disable any recommended action that you don’t want to be displayedby deselecting the check box.

Note: All recommended actions are selected by default.

For details on recommended actions, see Recommendations for Opportunities.5. Optionally, edit the Action and Explanation elds for the selected recommend actions to suit your organization

needs.

As soon as you complete these conguration steps, your salespeople see the Win % column on the Opportunities pageshowing warning indicators where applicable.

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Recommendations for Opportunities

Your salespeople see recommendations for their opportunities when adaptive intelligence models detect that takinga particular action improves the chances of winning an opportunity. Recommendations provide useful actions to helpsalespeople convert their opportunity to a win.

Recommended Action Type Action (Displayed in Oracle CX Sales) Description (Displayed in Oracle CX Sales)

Activity Frequency Low

Contact this account

Log more activities for this opportunity.Opportunities that we win have more frequentcontact.

Time Since Last Activity High

Contact this account today

Speak to this account since there has been agap in activities. Opportunities that we win havemore frequent contact.

Deal Size High

Consider whether this deal size is realistic

Improve the win probability by decreasing thedeal size if appropriate.

Contact Count Low

Broaden your contact base

Engage with more contacts as similaropportunities that closed with a win hadengagement with more contacts.

Total Activities Low

Contact this account

Log more activities for this opportunity.Opportunities that we win have more activities.

Competitive Inuence Strong

Review competitive plays

Improve your chances of winning by ensuringthat you're well-dierentiated from the primarycompetitor.

Deal Size Low

Consider increasing the deal size

Improve the win probability by increasing thedeal size if appropriate.

Age High

Check that your opportunity is still relevant

Typically, similar opportunities close muchfaster.

Contact Title Low Converting

Verify that the primary contact is the decisionmaker

Review the decision-making ability of theprimary contact to improve your chances ofwinning.

Time Spent in Stage High

Verify the sales stage

Verify that the sales stage shows the correctstatus. Similar opportunities that closed with awin are no longer in this stage after this lengthof time.

Momentum Low

Review sales stage and increase momentum

Increase momentum as similar opportunitiesthat closed with a win moved through the salesstages faster.

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Recommended Action Type Action (Displayed in Oracle CX Sales) Description (Displayed in Oracle CX Sales)

You can edit the default recommended actions to suit your requirements. See Congure Best Sales Action for details.

Customize Opportunities Page for Recommendations

Use Application Composer to add elds to the Opportunity landing page and the details page to ensure that adaptiveintelligence recommendations are displayed for opportunities.

1. Create a sandbox. See Create and Activate Unied Sandboxes.2. In Application Composer, select CRM Cloud as the Application.3. Navigate to Standard Objects > Opportunity > Pages .4. On the Opportunity: Pages page, copy the standard layout under the Landing Page Layouts section to create

your own custom layout.5. On your custom page layout page, click Edit in the opportunity overview table and select the following elds:

◦ Recommended Action

◦ Predicted Win Probability

6. Order the elds according to where you want to see them on the Opportunity landing page.7. On the Opportunity: Pages page, copy the standard layout under the Details Page Layouts section to create

your own custom layout.8. On your custom details layout page, click Show next to Recommended Actions to ensure that this section

appears on the Opportunity details page.9. Publish your sandbox. See Create and Activate Unied Sandboxes.

After you complete all the conguration steps, your salespeople see the Recommended Actions section in the EditOpportunity page.

See also:

• Extend Pages for Opportunities

• Page Layouts for Standard Objects

Enable Smart Talking Points in Oracle CX Sales

Your salespeople can use the Smart Talking Points feature in Oracle CX Sales to prioritize target accounts and get latestinformation about their prospects. To enable the feature, see Enable Smart Talking Points in Oracle CX Sales.

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Chapter 3Data Processing Status

3 Data Processing Status

Overview

Use the Data Processing Status page to view a summary of ingested data and monitor the status of data processing inthe application. You can view the status of data ingestion, aening, and the processing of opportunity win probabilityand recommended actions.

Monitor Data Processing Jobs

Monitor data processing jobs and troubleshoot any issues that occur during data ingestion. To view the data processingstatus, click View Status for Oracle CX Sales on the Data Sources page.

On the Data Processing Status page:

• Use the summary to know the volume of data ingested as compared to the data volume in Oracle CX Sales.For example, if you see that the overall data volume in Oracle CX Sales doesn't match the data volume in thedata processing summary, you know there’s potentially an issue with data processing. You then use the dataprocessing status report to troubleshoot further.

• Use the status report to monitor the status of data in the application.

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Data Processing StatusThe data processing status report displays status of processes for the current month and lists the latest process rst.This table describes the dierent columns in the report.

Column Description

Status Indicates whether the process failed or completed successfully.

Process Name Name of the process. Processes include data ingestion, prediction processing, and aening.

Rows Aected Shows the number of aened records in a specic process.

Job Name Type of process: Ingestion, Flaening, or Push.

Start Time Time that the process started.

End Date Time that the process ended.

This table describes the dierent jobs that are included in the report.

Job Name Description

Ingestion Data being transferred from Oracle CX Sales.

Flaening Preparation of ingested data for predictions and training.

Push Opportunity win probability predictions and recommended actions being sent to Oracle CX Sales.

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If a process fails continuously and there’s an issue with data processing, contact Oracle Support.

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