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4 Maintaining Account and Contact Information

Oracle Sales Cloud Accounts and Contacts: Explained

Oracle Sales Cloud accounts and contacts enables the comprehensive management of customer information. You can collect data from various services, and present this data in one location for optimal management.

Following are some of the accounts and contacts capabilities:

  • Create customers and contacts
  • Update customers and contacts
  • Maintain customer hierarchies
  • Maintain competitor information

Be aware of the following terminology used through out the application:

  • Sales prospect
  • Sales account
  • Customer
  • Legal entity
  • Billing account

Sales Prospect

A sales prospect is a prospective sell-to entity, or person, at an existing or potential customer used to define Leads. A prospect is the lowest level representation of a business entity that your company's marketing processes will track and act upon. The sales prospect does not have a sell-to address. You can create a sales prospect from a party that does not have a sell-to address when you create the first lead for that party. You can also create sales prospects directly in Oracle Sales Cloud and by importing them in bulk.

You can create leads against sales prospects, but a sales prospect must be qualified and converted to a sales account before you can create opportunities for it. To qualify and convert a sales prospect, a set of business criteria or rules must be satisfied. For example, the prospect may be required to meet the criteria for account assignment.

Sales Account

A sales account is a specific sell-to entity within a given customer. You can create leads and opportunities against sales accounts. A single customer might have a collection of sales accounts. To avoid confusion when assigning territories to the account, each sales account has only one sell-to address. Typically, a sales team manages a sales account. The sales team is comprised of resources assigned to the territories associated with the sales account. Additionally, a profile option determines whether a sales account is a named sales account, an existing sales account, and the account owner. Named sales accounts are typically strategic accounts assigned to dedicated territories. An existing sales account is one where there is an existing financial relationship or had previous installs. You can create sales accounts in directly in Oracle Sales Cloud and you can import them in bulk.

Customer

Within Oracle Sales Cloud, sales accounts and sales prospects are collectively referred to as Customers. There are three types of customers: Account, Contact, and Household. Additionally, a Customer also can have representations as a legal entity and a billing account that are expressed as root nodes in a hierarchy to the respective sales accounts for that customer.

View the Customer Hierarchy: A customer's hierarchy represents a holistic view of the customer's structure, showing you the customer type, the parent for the customer, the subsidiaries of the customer, as well as rolled up revenue analysis data.

Legal Entity

A legal entity is a party that can enter into legal contracts or a business relationship, and be sued if it fails to meet contractual obligations. There are two types of legal entities: internal and external. A customer with a party usage of Legal Entity is considered an internal legal entity and is used for interdivisional selling within your own company. A customer with a party usage of External Legal Entity is any external customer who fits the definition of legal entity. Legal entities may also be used to group multiple sales accounts, sales prospects and other classes of entities or parties.

Billing Account

A billing account is a party that represents the financial account transactional entity for a given Customer.

Manage Contacts: Explained

Any person can be a contact. That person need not be related to any customer. For example, a sales person may meet an early stage contact in an airport or conference and wants to follow up with that person, the contact, as a prospective customer. A person who is a contact can be related to one or more customers such as a regional purchasing agent for multiple sales accounts. A person may also be both a customer as well as a contact of another customer.

You can manage your contacts several ways:

  • Create Contact
  • Manage Contacts
  • Edit Contact: Profile
  • Edit Customer: Contact

Create Contacts

Select Create Contact in the regional area to create a new person with an optional organizational or customer relationship. When creating a new contact, existing contacts are checked for duplicate entries. If there is a match, you can choose from the duplicate or continue creating the new person. You can also use Quick Create Contact located in the Regional area.

Manage Contacts

Manage Contacts enables you create new contacts and to search for existing contacts with customer relationships and edit them. To edit a contact, highlight the record for the contact in the search results and click the edit icon, or click the last name in the search results. You can also navigate to the customer page for that contact by clicking the company name. You can designate a contact as a key contact here. My Key Contacts is a setting used by the saved search of the same name to list only those contacts that are important to you.

Edit Contact: Profile

The Edit Contact: Profile page gives a complete picture of the contact including all the customer relationships and the contact points associated with this contact. You can designate a contact point, such as phone or e-mail, as primary for the contact. For example, the contact may have two cell phones and you can designate one as the primary means to communicate with the contact. When you create a contact and add multiple contact points of a type, the first contact point associated with a customer relationship is defaulted as the primary contact for the relationship. Contact point information is available for additional names, addresses, phones, e-mails, instant message accounts, and web addresses. The Primary by Customer Relationship designation means that a contact point has been designated the primary method of communication to the customer for this contact. The Primary by Customer Relationship is set, and can only be edited, in the Edit Customer: Contact UI.

Edit Customer: Contact

The Edit Contact: Profile page gives a complete picture of all the contacts for the selected customer. You can manage contact information for the individual contact here in the context of the specific customer relationship. Contact points marked as primary here will be seen as Primary by Customer Relationship in the Edit Contact UI. This means the contact point has been designated the primary means to communicate with this customer contact. Changes made here will be reflected in the Edit Contact: Profile page.

Manage Contact Preference Information: Explained

Managing contact preference information includes creating and editing preferences about contact permissions and restrictions.

Creating Contact Preference information

You create contact preference information on the Oracle Sales Cloud Account and Contact pages. When you are viewing Address or Contact Point information for a customer or contact, you can select a specific address or contact point, and choose Manage Contact Preferences from the Action menu. You capture whether there is a restriction (Do not) or permission (Do) in the Preference attribute, and a Reason Code for such preference. You record a specific start date and can set an end date for the preference. The application is delivered with the start date set to the current date, and the end date to null.

Reviewing Contact Preference Information

On seeing the Do Not Contact icon, you must review contact preference information for restrictions before taking any action. You can review the contact restriction information by clicking either on the Do Not Contact icon or on the appropriate option from the action menu. Note that do not contact entries are made against each phone, e-mail, and address and not at the organization or person level. If restrictions are present for a phone number, the CTI action is disabled.

Privileges Required for Managing Contact Restriction Information

Contact restriction information, such as opting in or out of the Public Do Not Call Registry, is captured as a Reason Code. Regular business users, such as sales representatives and managers, can create and edit contact preference information with any Reason Code that is not identified as Legal. However, to be able to create and edit contact restriction information using a Reason Code that is tagged as Legal, you require the Legal Contact Preferences Management duty role. This duty role is available only to the users with application administrator roles, such as, a Sales Administrator.

A Reason Code can be setup as Legal by tagging the Reason Code lookup value in the lookup type REASON_CODE with the value LEGAL using Manage Trading Community Common Lookups task.

Account Team Member Access Levels: Explained

There are three types of account team membership access levels.

These access levels control the team member's privileges for the account:

  • View Only
  • Edit
  • Full

When you add a resource to the account team, a profile option setting determines the member's default access level. If that member is removed from the account team, she no longer has access to the account, unless she is still a member of a territory that is assigned to the account. Resources in the management hierarchy of a newly added team member inherit the same access level of the subordinates.

View Only

View Only is the minimum level you can assign to team members. Team members with this access level, who also have functional access to view the child attributes, can view the contents of the account child attributes, such as account team, snapshot, assessments, discussion forums, notes, and activities. If the team member's resource role does not provide functional access to view a particular child attribute of an account, that member cannot view the attribute, regardless of her account team access level. A team member with View Only access level for an account can view only the opportunities, leads, and revenue lines to which she has relevant data privileges.

Edit

Team members with the Edit access can view and edit all customer-related objects. They can view and edit only the opportunities, leads, and revenue lines to which they have the relevant data privileges. They can also run the territory reassignment process, but they cannot change the composition of the account team.

Full

With Full access, team members can do everything that Edit access allows, as well as changing the composition of the account team. Team members with Full access can manually add and remove other team members, change a member's access level, and mark the lock assignment setting for team members. Initially, only the account owner and sales administrators have Full access, but they can grant Full access to other team members.

FAQs for Maintaining Account and Contact Information

How can I add territories to a sales account?

Oracle Sales Cloud Work Management functionality is used to determine matching territories for a given sales account. A sales account can also be assigned to one or more internal and partner territories.

All internal territories, such as Prime, Overlay and Sales Channel Manager territories, which match a given sales account's assignment attributes are assigned to the sales account. Internal territory assignment can be run immediately and automatically whenever sales account assignment or reassignment is required. For example, you can run the assignment engine when a sales account is created or updated, or when territories are realigned. Internal territory assignment can also be scheduled to run in a batch, or it can be run on-demand via the Assign Territories action in the sales account team page.

Partner territories are applicable to Oracle Sales Cloud partner management implementations. When a partner lead is approved, any partner territories associated to the lead are automatically assigned to the lead's sales account. Channel sales manager can also select specific partner territories to assign to a sales account via the Add Partner Territories action in the sales account team page.

Note

Territory Management must be implemented to utilize this feature.

What's the difference between a primary contact, an overall primary contact point, and a relationship associated primary contact?

The primary contact point is the specific phone, e-mail or other means of communication with a customer that a contact prefers. If there is only one contact point entry, it is the primary contact point. Contact points can have multiple entries. On the Edit Contact: Profile page, you can designate a primary contact for each type of contact point.

An overall primary contact point is the first entry for each type of contact point for a contact. If no customer is associated with the contact, the primary contact point is the overall primary contact point.

If a customer is associated with the contact, the primary contact point becomes the relationship-associated primary contact point. A relationship-associated primary contact point is the first of multiple records for a contact's customer relationship. You can change the primary on the Edit Customer: Contact page. Since the contact is related to a customer in this case, the relationship-associated primary contact is also the overall primary contact.

How can I specify the customer relationships for my contact points?

You can add customer relationships for a contact point in the Edit Contact: Profile page. To change the Customer Relationship for an existing contact point, add the contact point again for the relevant Customer Relationship. Delete the old contact point. To remove a customer relationship from an existing contact point, add the contact point again and leave Customer Relationship blank. Delete the old contact point.

When you view the customer's contacts on the Customer Details page, you only see the contact points associated to the specific customer relationship. When you add a contact point on the customer details contacts node, the contact point is automatically associated to the current customer relationship.

How can I designate the Primary by Customer Relationship contact point?

You designate a contact as primary at the customer level, based on customer relationship. When you add a contact on the Edit Customer: Contact node of the Customer Information tree, you form a contact to customer relationship. You see contact points that are marked primary in the Edit Contact: Profile pages, they have a green check mark in the Primary by Customer column. You cannot edit the primary by customer relationship in the Edit Contact: Profile. You must make changes in the Edit Customer: Contact page.

For example, you can have more than one contact point, such as phone number and e-mail address, for the same customer. In this example, a contact is related to customers Acme 1 and Acme 2. This contact has work phone 1 and mobile phone 1 for customer Acme 1, and work phone 2 and mobile phone 2 for customer Acme 2. You can designate work phone 1 as the primary contact point for customer Acme 1, and mobile 2 as the primary contact point for customer Acme 2.

How can I search for a contact who is not related to a customer?

Contacts who are not related to a customer are not included in the contacts search and cannot be selected or viewed. To enable search, select, and view of the contact, you must specify the customer for the contact.

What's the difference between an internal territory and a partner territory?

You can only define, create, and assign internal resources to internal territories.

Examples of two internal territories are:

  • Sales Representative Territory (SRT) is the area of responsibility of a sales representative over a set of accounts, leads, and opportunities.
  • Lead Triage Territory (LTT) is the area of responsibility of channel manager to approve and route partner leads to the right Partner.

A Partner territory is the jurisdiction of the reselling partner and contains partner resources. You can assign specific partner territories to an account.

Note

Territory Management must be implemented to utilize this feature.

What Oracle RightNow CX customer data can I view in the customer center?

Integration with the customer center allows you to view Oracle RightNow CX incident information as an Oracle Business Intelligence Enterprise Edition (OBIEE) report in the customer center. The incident report data includes the incident ID and reference number, subject, agent working the issue, severity, status, date created, and last updated date.

Note

The information displayed is fully configurable, and can reflect any information that is available in the RightNow incident.

What happens when I delete an account?

Sales administrators and other designated users (users granted the Delete Sales Party privilege) can delete accounts in Oracle Sales Cloud.

In general, when you delete an account:

  • The account party status becomes inactive. The account record is not physically deleted from the database.
  • The deleted account does not appear in account list, account search, account picker, account data quality match, segmentation, and recent items.
  • The deleted account's profile and children, such as attachments and notes, can no longer be viewed.
  • The account's contact relationships, if any, are deleted. The contact can still be viewed, but deleted contact relationships will not be shown in the contact.
  • Deleting an account does not cascade delete account related objects such as opportunities, leads and tasks. You can still view related objects and the account name on these objects, but you can no longer access the deleted account's details.

What happens when I delete a contact?

Sales administrators and other designated users (users granted the Delete Sales Party Contact privilege) can delete contacts in Oracle Sales Cloud.

In general, when you delete a contact:

  • The entire person record of the contact is removed from Oracle Sales Cloud, including all profile data, customer usages, group memberships.
  • Relationships with associated customers or sales accounts are deleted.
  • Contact points or other child objects specific to the customer-contact relationship won't be viewable.
  • A deleted contact won't be viewable or available in any other contact or customer lists, regardless of the contact type (standalone, single, or multiple) customer-contact, or a consumer or prospect, or in cases where the contact is both a customer contact and a consumer or prospect.
  • Even if you have the functional privilege to delete a contact, you can't delete a contact if you don't have full or edit access to at least one of the sales accounts associated to the contact. If you try, you see a 'You do not have permission to delete this contact because the contact is associated to customer {customer names}' error message.

What happens when I delete a household?

Sales administrators and other designated users can delete households in Oracle Sales Cloud.

In general, when you delete a household:

  • Association with members of the household is severed, but the members can still be viewable as individual organizations or contacts.
  • Contact points for the household won't be viewable.
  • A deleted household won't be viewable or available in any other contact or customer lists.