2Integrate 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 all opportunities, accounts, contacts, leads, and activities in Oracle CX Sales. To learn how to create and assign roles, see Create Application Users.

  2. Optionally, create a role if your organization has multiple business units, and assign this role to the user account you 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 box as 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 all of 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 data from Oracle CX Sales.

After you complete these steps, it may take a few minutes for the changes to take effect. When you complete all the integration 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 and configuration. After a successful connection, the application can access and import data from Oracle CX Sales.

Before You Start

Before 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 the password. Update the password on the Edit CX Sales Connection dialog box so that your connection remains intact.

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

Import Data

  1. 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 https://<osc_host_name>. For example, https://abcd.fa.us6.example.com.

    • User Name and Password: User name and password of the Oracle CX Sales user account that you created earlier.

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

      Important: After you set the date, do not edit the Data Import Start Date field. Contact Oracle Support 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 different dataset into an existing Oracle Adaptive Intelligent Apps for CX instance may result in corrupted predictions.

Configure Oracle CX Sales for Adaptive Intelligent Apps for CX

You must complete configuration steps in Oracle CX Sales for adaptive intelligence predictive lead scores to display on leads, and recommendations to display on opportunities.

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

Configure Lead Score

For lead scores to appear on your leads, you must complete these configuration and customization steps in Oracle CX Sales:

  1. Edit the AI Update Who Columns Threshold profile option in the Setup and Maintenance work area.

  2. Add the AI Lead Score field on the Leads page through Application Composer.

  3. Enable the AI Lead Score field to be available for display in the Workspace UI.

For details on completing these steps, see Lead Adaptive Intelligent (AI) Score.

Configure Best Sales Action

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

    • Offering: Sales

    • Functional Area: Sales Adaptive Intelligence

    • Task: Configure Best Sales Action

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

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

  3. Enter a value for Display alert when user-provided win probability differs by this amount under Predicted Win Probability

    The value you enter here is the minimum threshold to display the win probability warning indicator for opportunities. If the difference between the salesperson’s win probability prediction and the adaptive intelligence prediction is more than the value you set here, the warning indicator appears. For example, if the value is set to 25 and the salesperson’s win probability prediction is 20%, and the predicted win probability is 50%, the warning indicator appears.

  4. In the table under Recommended Action, disable any recommended action that you don’t want to be displayed by 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 fields for the selected recommend actions to suit your organization needs.

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

Opportunities page showing the win probability percentage

Recommendations for Opportunities

Your salespeople see recommendations for their opportunities when adaptive intelligence models detect that taking a particular action improves the chances of winning an opportunity. Recommendations provide useful actions to help salespeople 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 frequent contact.

Time Since Last Activity High

Contact this account today

Speak to this account since there has been a gap in activities. Opportunities that we win have more frequent contact.

Deal Size High

Consider whether this deal size is realistic

Improve the win probability by decreasing the deal size if appropriate.

Contact Count Low

Broaden your contact base

Engage with more contacts as similar opportunities that closed with a win had engagement with more contacts.

Total Activities Low

Contact this account

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

Competitive Influence Strong

Review competitive plays

Improve your chances of winning by ensuring that you're well-differentiated from the primary competitor.

Deal Size Low

Consider increasing the deal size

Improve the win probability by increasing the deal size if appropriate.

Age High

Check that your opportunity is still relevant

Typically, similar opportunities close much faster.

Contact Title Low Converting

Verify that the primary contact is the decision maker

Review the decision-making ability of the primary contact to improve your chances of winning.

Time Spent in Stage High

Verify the sales stage

Verify that the sales stage shows the correct status. Similar opportunities that closed with a win are no longer in this stage after this length of time.

Momentum Low

Review sales stage and increase momentum

Increase momentum as similar opportunities that closed with a win moved through the sales stages faster.

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

Customize Opportunities Page for Recommendations

Use Application Composer to add fields to the Opportunity landing page and the details page to ensure that adaptive intelligence recommendations are displayed for opportunities.

  1. Create a sandbox. See Create and Activate Unified 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 fields:

    • Recommended Action

    • Predicted Win Probability

  6. Order the fields 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 Unified Sandboxes.

After you complete all the configuration steps, your salespeople see the Recommended Actions section in the Edit Opportunity page.

Recommended Actions section in the Edit Opportunity page

See also:

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 latest information about their prospects. To enable the feature, see Enable Smart Talking Points in Oracle CX Sales.