4Maintaining Account and Contact Information

This chapter contains the following:

Oracle Sales Cloud Accounts and Contacts: Explained

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

You can use the accounts and contacts management capabilities to:

  • Create customers and contacts

  • Update customers and contacts

  • Maintain customer hierarchies

  • Maintain competitor information

Be aware of the following terminology used throughout the application:

  • Sales prospect

  • Sales account

  • Customer

  • Contact

  • Legal entity

  • Billing account

Sales Prospect

A sales prospect is a potential customer at an existing or potential customer site. Prospects are characterized by the following:

  • Prospects are used when creating leads. Typically, sales prospects are the lowest-level representation of a business entity that your company's marketing processes will track and act upon.

  • You can create sales prospects directly in Oracle Sales Cloud or by importing them in bulk using file-based import.

  • While you can create leads against sales prospects, sales prospects must be qualified and converted to sales accounts before you can create opportunities for them. 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.at an existing or potential customer site.

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 can have 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. You can create sales accounts directly in Oracle Sales Cloud and you can import them with file-based bulk import.

Customer

A customer is someone (individual, company, or group) with whom you have a business relationship. Within Oracle Sales Cloud, there are three types of customers: Account, Contact, and Household.

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.

Contact

A contact can be an organization (B2B) or an individual (B2C). Contacts can be associated to both customers and prospects.

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. In other words, a billing account is the arm of the customer that deals with all of the customer's financial transactions.

Manage Contacts: Explained

Any person can be a contact. That person does not need to be related to a customer. For example, a salesperson 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:

  • You can create and edit contacts

  • You can edit contact profiles

  • You can edit customer contacts

Create and Edit Contacts

When you create 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 contact. You can also search for existing contacts with customer relationships and edit them. To edit a contact, click the contact name. 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 Profile page for the contact gives a complete picture of the contact including all the customer relationships and associated with this contact. When a customer has multiple contacts, you can designate which contact is the primary. This designation is made on the customer's profile page. This designation means that the selected contact is the primary means of communication to the customer. You can also include a picture of the contact in the Additional Details region.

Edit Customer Contact

The Contacts page for the customer account gives you 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. If the customer has multiple contacts, you can designate which is the primary. Changes made here will be reflected on the Profile page of the contact.

Managing Contact Saved Search Lists: Explained

This topic explains how to manage your contact saved search lists in the Contacts page.

You can't edit or delete the pre-configured saved lists or any custom lists added by your administrator. You can customize these saved searches to match your requirements, and then create a new saved search.

The Contacts page includes four predefined saved searches that let you filter the contacts you view in the page:

  • My Contacts: Displays all contacts, of the type sales account, that you are an owner of.

  • My Favorite Contacts: Displays all your favorite contacts.

  • My Team and Territory Contacts: Displays all contacts, of the type sales account, where you are on the account team member or you are on the account territory resources.

  • My Business Contacts: Displays all contacts belonging to all the accounts you own.

Creating a Saved Search

Use the following steps to create a saved search:

  1. From the List menu, select Create or Edit Lists.

  2. In the Saved Searches window, use the filters to customize your search, and click Search.

  3. Click Save.

  4. In the Create Saved Search window, enter a name for the saved search.

  5. Click OK.

Manage Contact Preference Information: Explained

Managing contact preference information includes creating and editing preferences about contact permissions and restrictions. You manage contact preferences on the customer's Edit Contacts page in the classic interface by expanding the Contact Points region of the customer's contact and selecting Manage Contact Preferences from the regional Action menu.

Creating Contact Preference Information

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. As preconfigured, the start date is the current date, and the end date is 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 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 salespeople 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

Access levels control the team member's privileges for the account.

There are three types of account team membership access levels:

  • 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 View Only access can view details of the account, 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. The data security inherent on Sales Cloud business objects, such as leads and opportunities, determines whether or not a sales team member can view details of that business object.

Edit

Team members with the Edit access can view and edit all customer-related objects. The data security inherent on Sales Cloud business objects, such as leads and opportunities, determines whether or not a sales team member can view details of that business object. 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 assignment capabilities match territories and sales accounts based on assignment setup. A sales account can also be assigned to one or more internal and partner territories.

You can assign all internal territories, such as Prime, Overlay, as well as Sales Channel Manager territories, matching a given sales account's assignment attributes, to the account. You can run Internal territory assignment immediately and automatically whenever account assignment or reassignment is required. For example, you can run assignment manager when you create or update a sales account, or when territories are realigned.

On the Account Team page, select Assign Territories from the Actions menu to schedule internal territory assignment to run in a batch, or run on-demand.

Partner territories are applicable to Oracle Sales Cloud partner management implementations. When you approve a partner lead, any partner territories associated to the lead are automatically assigned to the lead's account. Channel managers can also select specific partner territories to assign to an account with the Add Partner Territories action on the Account Team page.

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 contacts?

You add relationships for a contact in the contact's Relationships tab. If the contact is associated to a customer, you can also add relationships for the contact from the customer's Contacts page by clicking the contact name and accessing the contact's Relationships tab.

How can I designate a contact as primary?

You designate a contact as primary from the customer account. On the customer's Contacts page, you can click the check icon in the Primary column for the contact you want to be the primary contact. You cannot edit the primary contact designation from the contact's Profile page. You must make changes in the customer's Contacts 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?

Internal territories can only have internal resources assigned, while partner territories are controlled by the partner organization and contain only partner resources.

Examples of two internal territories are:

  • Salesperson territory is the area of responsibility of a sales representative over a set of accounts, leads, and opportunities.

  • Lead Triage territory 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.

What Oracle Service Cloud customer data can I view in the customer center?

Integration with the customer center allows you to view Oracle Service Cloud 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.

How can I set Customer as the default account type when creating accounts in Simplified UI?

You can set a default account type to Customer on the create account page by changing a profile option.

To change the profile option:

  1. Go to Setup and Maintenance.

  2. Under the All Tasks tab:

    • Select Tasks in the Search field.

    • Enter Manage Administrator Profile Values in the Name field.

  3. Click Search.

  4. Click on the icon under Go to Task column heading.

    This opens Manage Administrator Profile Values page.

  5. Enter ZCA_ENABLE_SELLTO_ADDR_CHECKBOX in the Profile Option Code field.

  6. Click Search.

  7. Under the Profile Option: Profile Values region, set the Profile Value to Yes.

    You have now set the default value of the account type to Customer.

    Tip

    To hide the Type field, use Application Composer. For more information on how to hide or show fields in simplified pages, see Oracle Sales Cloud Extending Sales.

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.

In the desktop UI, can I get a list of all contacts using the All Contacts search in the Manage Contacts page?

No, you cannot use this search to get a list of all contacts in your application. You must enter at least one search term of at least two characters in one of the search fields provided. For example, you can use the search to get a list of contacts for a particular customer, within a particular state, city, or phone area code.

In the desktop UI Manage Customers and Search Customers pages, can I search by custom fields I created for Account and Sales Account in Application Composer?

You can search by Account custom fields on the Manage Customers page by selecting Search by customers from the Saved Search list and adding the custom field to the search. You can search by contact custom fields by selecting Search by contacts. You can search by household custom fields by selecting Search by group.

In the Customers Overview page in the desktop UI, can I search by Account and Sales Account custom fields I created in Application Composer?

Yes, you can add Sales Account custom fields to searches in the Customers Overview page using the Add Fields button. You can search for Account, contact, and household custom fields, by creating join fields in Application Composer and then adding the join fields to the search.

Why can't I find prospect accounts when I search on the Customers Overview page in the desktop UI?

The Customers Overview page is designed for searching accounts of type Customer. This is the most common type of search by salespeople. Use the regional search or the search on the Manage Customers page to search for any type of account, including customer and prospect.