7Accounts, Contacts, and Households

This chapter contains the following:

You can use the Accounts pages to manage the information related to your sales accounts, including customers, prospective customers, individual contacts, and households.

Use the account data management capabilities to:

  • Create and update accounts, prospective accounts, contacts, and households

  • Maintain account data and view data in hierarchical fashion

  • View household relationships

  • Enrich customer data

As your work with the account management application, keep in mind the following terminology:

  • Account: An account is an organization that a salesperson sells to. Accounts can be prospects or customers.

  • Contact: A contact is a single person. A contact need not be related to a customer. A person may also be both a customer as well as a contact of another customer.

  • Customer: A customer is someone with whom you have a selling relationship. The selling relationship can result from the purchase of products and services, or from the negotiation of terms and conditions that provide the basis for future purchases.

  • Household: A household is a group of contacts with whom you have a selling relationship. Households provide valuable segmentation information about the household as a whole, as well as summary of information about the household member contacts. Usually all the contacts reside at the same address and have a similar set of attributes that accounts do, such as team members, territories, and contacts.

  • B2B and B2C: Business-to-business and business-to-consumer, or B2B and B2C, are terms that indicate the type of customer relationship:

    • B2B: The customer is a business rather than an individual consumer.

    • B2C: The customer is an individual consumer rather than a business.

For more information on accounts, contacts, and households, see the related topics.

Account Management

An account refers to an organization that a salesperson sells to and that can be maintained as a prospect or customer.

Create Accounts

You can create accounts in the following ways:

  • Create them in the Accounts page

  • Import them using file-based data import

  • Use web services to create an account

Overview of Account Management

Use account management capabilities to search for, create, update, delete, merge, and enrich accounts.

Here's a description of the account areas that you use to manage accounts.

Account Tabs Description

Overview

Provides a general overview of customer or prospect, opportunities, leads, active contracts, assets and recommendations, and activities.

Profile

Provides details of the account such as address and contacts. Here you can also:

Use this tab to add the primary contact to the account.

Team

Shows team members and territories that are part of your account. Here you can also:

  • Add team members

  • Add territories

You can manually run territory assignment for the account through the Run Assignment process. For example, a sales administrator can manually assign a specific account to verify that expected territories are assigned after territory realignment.

The assignment action is enabled for the type of account enabled for assignment. If you have enabled assignment for account of type customer, then the assignment object is shown as:

  • Enabled for customer account

  • Disabled for prospect account

Contacts

Enables you to add and view contacts for the account. Review contacts in the following views:

  • Table view

  • Hierarchy view

The hierarchy view shows how the contacts are related to each other. Here you can manage reporting relationships and drill into contact details.

Use this tab to add additional contacts to the account. You must have edit access on the Account to add contacts. To add a contact, you can search by an account. The search results show the contacts and their primary customers and account.

Opportunities

Enables you to add and view opportunities for the account.

Quotes and Orders

Enables you to add and view quotes and orders for the account.

Leads

Enables you to add and view leads for the account.

Recommendations

Provides a list of products recommended for this account.

Contracts

If your administrator has enabled this view, then you can view contracts associated with the account. Depending on your access, you can also preview the contract in a PDF format.

Notes

Enables you to add and view notes for the account.

Assessments

Enables you to add and view assessments for the account.

Activities

Enables you to and view appointments, tasks, and call logs.

Assets

Shows a list of assets for this account.

Relationships

Enables you to add account relationships to other account or contacts that aren't directly related to the account but are influential. You can add the same contact to multiple accounts using different relationships.

You must add your first contact from the Contact subtab and add your subsequent contacts here.

Review the relationships in the following views:

  • List view

  • Diagrammer view

Note: You can't edit a role after you have added a relationship. To update the role, delete the existing relationship and create another relationship with the role that you want.

If your administrator has enabled the Multiple Classification Codes option and you have edit access to your account, then you can add or remove multiple industries and organizations for your account. This gives you the flexibility to assign the most accurate industry and organization type to your account that provides greater accuracy for account qualification and territory assignment.

You can assign primary as well as secondary industry and organization type values to your account. You can also load your own industry and organization classifications and use them to qualify your accounts. When an account is assigned multiple classification values, you have the option to use all the values to determine territory and rule-based assignment for accounts, or you can use only the primary account classification.

When you remove the primary organization type, then the application sets the next available organization type in the hierarchy as the default organization type. If there isn't any organization available, then there is no default organization attached to your account. Similarly, when you remove the primary industry code, then the application sets the next available industry code in the hierarchy as the default industry. If there isn't any industry code available, then there is no default industry attached to your account.

What happens when I remove the primary industry code?

The application sets the next available industry code in the hierarchy as the default industry. If there isn't any industry available, then there is no default industry attached to the account.

What happens when I remove the primary organization type?

The application sets the next available organization type in the hierarchy as the default organization. If there isn't any organization available, then there is no default organization attached to the account.

You can use sales applications to view and manage your accounts hierarchically. On the Profile page for a selected account, you can indicate a parent account, and you can create an account hierarchy if one doesn't already exist or manage the existing account hierarchy.

To access the Profile page, click Accounts, select an account to edit, and click Profile.

In the sales application, you can view both a graphical chart view and a table view for account hierarchies. You can click the view icons on the Create Hierarchy page to alternate between views. Here's what you can do with the chart view and table view.

Chart View Table View

See the hierarchy and the current active hierarchy version.

See the hierarchy and the current active hierarchy version.

Use the Control Panel tools to change the hierarchy layout, move the hierarchy around, center the hierarchy in the view, and increase or decrease the amount of zoom.

See the transactions associated with each node in the hierarchy. The transaction details region shows a list of associated contacts, open opportunities, open leads, team members, and assets.

Use the scroll arrows to see the following customer information:

  • Number of open opportunities

  • Number of won opportunities

  • Number of leads

  • Number of contacts

  • Number of team members

  • Number of assets (value)

  • Customer type

  • Industry for the account

  • Primary contact information

Add or remove a node from the hierarchy (with the exception of the currently selected account).

Use the scroll arrows to see the following information for prospects:

  • Customer type

  • Industry for the account

  • Primary contact information

Add an account to the hierarchy. You can add only one account to a given account hierarchy.

See the parent and children for the selected account. You can see up to five nodes for each level, and you can navigate through and expand each level in the hierarchy

Click and move a node (and the node's children) to a different hierarchical level.

Add an account to the hierarchy.

Print the hierarchy and export it to Microsoft Excel.

Add a Parent Account

When you add a parent account it creates a parent-to-child hierarchy between the two accounts. Here's how you can add a parent account to a selected account.

  1. Click Accounts, and select an account to edit from the list.

  2. On the Edit Account page, click the Profile tab.

  3. Click the Search icon next to the Parent Account field.

  4. On the Select Parent Account page, search for and select the account that you want to add as a parent.

  5. Click OK.

    Tip: The account appears as a link in the Parent Account field.

    You return to the Profile page and the selected account appears in the Parent Account field.

Create an Account Hierarchy

You can create a hierarchy for your selected account, with these steps:

  1. Click Accounts, and select an account to edit from the list.

  2. On the Edit Account page, click the Profile tab.

  3. Under the Parent Account field, click the Manage Account Hierarchy link.

    The Create Hierarchy page appears, displaying the selected account in chart view. You can use the view icons to switch between Chart and Table views.

  4. From the Action menu, select Add Child.

  5. Search for and select the child account you want to add.

  6. Continue adding accounts to your hierarchy.

  7. Click OK, then click Save and Close to save your changes and return to the Profile page for the selected account.

You can't delete an account if the account is the ultimate parent (the root node) in an account hierarchy. However, you can remove the account as the ultimate parent in the hierarchy and then delete the account. To do so, you must first delete the sub accounts before deleting the ultimate parent account.

You can delete an account that's in the middle or at the lowest subsidiary (the leaf node) of an account hierarchy. The deleted account is no longer shown in the account hierarchy. The deleted account's sub accounts, if any, become separate hierarchies.

When you create an account, you can select a contact as the primary contact. This contact is shown in the Contacts tab.

You can add or view the contacts in the following ways:

View Description

List View

Shows the available contacts in a tabular format. Each line represents an account and the table structure represents the hierarchy. By default, the hierarchy shows all the parent levels and the immediate children of the account.

Diagrammer View

Shows the available contacts in a graphical view in a hierarchical format. You get a quick snapshot of how these contacts are related to each other in the organization. The node that represents the current account is emphasized. By default, the hierarchy shows the immediate parent and children of the account.

Manage Hierarchy

You can see the complete details of a selected account and its connection with other accounts, when you view the account hierarchy.

Use the account hierarchy to:

  • Add a child account and subsequent child accounts and create a hierarchy

  • Remove a child account

  • Remove a parent account

Account Team Territories

Access for the territory owners and members are the same as that of the team members.

These access levels control the internal and partner territory privileges for the account:

  • Internal territory owner: Full access

  • Internal territory members (nonowner): Edit access

  • Partner territory owner and members: View-only access

Note: You must implement Territory Management before you can access territory owners.

Account Team Member Access Levels

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 the member is removed from the account team, then that member no longer has access to the account. Only a member of a territory who's assigned to an account retains access. Resources in the management hierarchy of a newly added team member inherit the same access level of the subordinates. 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. The team member's resource role doesn't provide functional access to view a particular child attribute of an account. Without functional access a member can't view the attribute, regardless of their account team access level. The data security inherent on objects, such as leads and opportunities, determines whether team members 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 objects, such as leads and opportunities, determines whether team members can view details of that business object. They can also run the territory reassignment process, but they can't change the composition of the account team.

Full

With Full access, team members can perform edit access functions and also change the composition of the account team. Initially, only the account owner and sales administrators have Full access, but they can grant Full access to other team members. Team members with Full access can do the following for other members:

  • Manually add and remove other team members

  • Change a member's access level

  • Mark the lock assignment setting

Note: Team members must have Full Access to edit Account Profile and Household Profile pages.

What are favorite accounts?

Favorite accounts are those that you want to focus on because of business or other reasons. Tag accounts as favorites when creating or updating accounts, or when viewing the account list. Optionally, create a saved search based on your favorite accounts.

Contact Management

Any person can be a contact and that person doesn't have to be related to an account.

Create Contacts

You can create contacts in these ways:

  • Create directly in sales applications

  • Import contacts using file-based import

  • Use web service to create a contact

Note: If your sales application is integrated with Microsoft Outlook and IBM Notes, then you can also create contacts using these applications.

When you create a contact, existing contacts are checked for duplicate entries. If there is a match, you can select from the duplicate or continue creating the new contact. You can also search for relationships and edit them.

When you create or update a contact, the address field isn't mandatory by default. Depending on the country that you choose, some fields are made mandatory. For example, if you select United States, then you must enter Address Line.

Manage Contacts

Use contact management capabilities to search for, create, update, delete, merge, and enrich contacts.

Here's a description of what the tabs do on the Contacts Overview page.

Contact Tabs Description

Overview

Provides a general overview of the contact, open opportunities, quotes, open leads, active contracts, assets and recommendations, and activities.

Profile

Gives a complete picture of the contact including all the customer relationships and associated with the contact.

When a customer has multiple contacts, you can designate which contact is the primary contact from 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.

Here you can also:

  • Add account

  • Update and verify address

  • Mark as favorite contact

Team

Enables you to view and add team members. For a B2C account, you can also see and add territories.

You can manually run territory assignment for the contact through the Run Assignment process. The assignment action is enabled for the type of contact enabled for assignment.

Assets

Shows a list of assets for the contact.

Contracts

If your administrator has enabled this view, then you can view contracts associated with the contact. Depending on your access, you can also preview the contact in a PDF format.

Opportunities

Enables you to add and view opportunities for the contact.

Leads

Enables you to add and view leads for the contact.

Relationships

Enables you to add account relationships to other account or contacts that aren't directly related to the account but are influential. You can add the same contact to multiple accounts using different relationships.

Review the relationships in the following views:

  • List view

  • Diagrammer view

You can't edit a role after you have added a relationship. To update the role, delete the existing relationship and create another relationship with the wanted role.

Notes

Enables you to add and view notes for the contact.

Assessments

Enables you to add and view assessments for the contact.

Activities

Enables you to add and view appointments, tasks, and call logs.

Add All Phones Field to Contacts

You can enable salespeople to view all of a contact's phone numbers at a glance in the All Phones field. Enable the options such as work, home, personal, and so on using the Application Composer. Salespeople can add multiple phone and fax numbers in the field.

You can add the field on the create, edit, or profile page. In this procedure, you add the All Phones field on the Profile page. You can use the same procedure to add fields such as All Aux Classifications, All emails, and All Names.

Here's how you can display the All Phones option on the Profile page.

  1. Sign in as the sales administrator.

  2. Create and activate a sandbox.

  3. Click Navigator > Configuration > Application Composer.

  4. In the Objects navigation tree, select the Sales check box, expand Standard Objects, then expand Contact.

  5. Click the Pages node.

  6. Ensure that the Simplified Pages tab is selected.

  7. On the Details Page Layouts region, duplicate the standard layout by highlighting the standard layout and clicking the duplicate icon.

  8. Enter a new layout name and click Save and Edit.

    The Details Layout page appears.

  9. Click the Profile page subtab.

  10. In the Subtabs Region, click the Edit Summary Subtab icon.

    The Configure Detail Form page appears.

  11. Move All Phones from the Available Fields window to the Selected Fields window.

  12. Click Save and Close.

  13. From the Details Layout page, click Done.

  14. Make sure that the layout status for your layout is set to Active, and that it's associated to your application user role.

  15. Test the changes as follows:

    • Navigate to Sales > Contacts > select a contact > Edit Contact page.

    • Click the Profile subtab and ensure you can see the All Phones field.

  16. Publish the sandbox.

How can I attach a contact's photo to a contact?

After your administrator enables the photo field on the profile page, you can attach a photo to a contact's profile.

Here's how to add a photo on the Contacts landing page.

  1. On the home page, navigate to Sales > Contacts.

  2. Click a contact name.

  3. On the Edit Contact page, click the plus icon and select a photo from your computer.

    The file name appears on the page.

  4. Click Save and Close.

    You can see the photo of the contact on the Contacts list page with the card view enabled.

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 can't 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 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.

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's 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.

About Personally Identifiable Information

The data or information that's used to uniquely identify a contact or locate a person is called personally identifiable information (PII). The information includes social security numbers, addresses, bank account numbers, phone numbers, and so on.

PII is considered confidential and sensitive and is protected to prevent unauthorized use of personal information. Sensitive PII is information which, when disclosed, could result in harm to the individual whose privacy has been breached. Aspects of protecting PII include legal regulation, financial liability, and personal reputation. In the sales application, the PII data is secured and only authorized users can access sensitive information. For example, only authorized users are granted access to the social security numbers of people stored in the database. Administrators can find setup information about PII in the Implementing Sales guide.

Use the LinkedIn Sales Navigator

The LinkedIn Sales Navigator is a social tool from LinkedIn that can boost your sales performance. Use the LinkedIn Sales Navigator from the Profile page of a contact to:

  • Search accurate and timely information about a contact

  • View real-time, sales-related updates from contacts using the activity stream

  • View information related to how you're connected to the contact directly or indirectly

  • Connect or communicate with contacts, or get introduced to contacts, through common connections

Before you can use the LinkedIn Sales Navigator, your administrator must enable it and you must have the required license (Team and Enterprise) to use it. Use your LinkedIn credentials to view the LinkedIn profile details. You access the contact's information in the LinkedIn Sales Navigator region on the Edit Contact: Profile page for a contact. The tasks that you can perform using the LinkedIn Sales Navigator are listed here.

Task Description

View Profile

View the complete LinkedIn profile details of a contact.

Connect

Request to connect on LinkedIn by sending an invite.

Send Message or Send InMail

Send messages to first-level connections. Alternatively, use an InMail to connect with contacts at other levels.

Icebreakers

Explore common interests and conversation starters with the selected contact.

Get Introduced

Request an introduction through a mutual connection.

Match Profile

Associate an accurate profile when LinkedIn suggests multiple profiles that match with a contact. Once associated, you can see the matched LinkedIn profile in your contact records.

Not this person

Use this option if LinkedIn displays profiles that don't belong to the selected contact.

Note: You must add LinkedIn to your list of trusted sites, if you use Internet Explorer as your browser.

How can I add LinkedIn to my list of trusted sites in Internet Explorer?

Here's how you can add LinkedIn to your list of trusted sites.

  1. Open Internet Explorer.

  2. Press the Alt key to view the Tools menu.

  3. In the menu, click Tools.

  4. Click Internet Options.

  5. Click the Security tab.

  6. Select Trusted Sites.

  7. Click Sites.

  8. Enter https://*.linkedin.com

  9. Click Add to add the site.

  10. Close Trusted Sites and Internet Options.

Household Management

A household is a group of contacts generally sharing a common link or association.

Households provide valuable segmentation information about the household as a whole, as well as summary of information about the household member contacts. Usually all the contacts reside at the same address and have a similar set of entities that accounts do, such as team members, territories, and contacts.

Create Households

Here's how you can create households:

  • Create directly in sales applications

  • Import households using file-based data import

  • Create households using Web Services

Manage Households

Use household management capabilities to search for, create, update, and delete households.

Here's a description of the household tabs.

Household Tabs Description

Overview

Provides a general overview of the household, opportunities, active contracts, open leads, products, and activities.

Profile

Provides household-related details such as address and contacts.

Here you can also:

  • Assign head of the household

  • Update and verify household address

Team

Shows team members and territories that are part of the household. Here you can also:

  • Add team members

  • Add partner territories

Note: You can manually run territory assignment for the household through the Run Assignment process. The assignment action is enabled for the type of household enabled for assignment.

Assets

Enables you to add and view assets for the household.

Opportunities

Enables you to add and view opportunities for the household.

Leads

Enables you to add and view leads for the household.

Relationships

Enables you to add relationships to other households or contacts that aren't directly related to the household but are influential. Review the relationships in the following views:

  • List view

  • Diagrammer view

Notes

Enables you to add and view notes for the household.

Assessments

Enables you to add and view assessments for the household.

Activities

Enables to add and view appointments, tasks, and call logs.

Contracts

If your administrator has enabled this view, then you can view contracts associated with the household.

If you have the appropriate access, then you can also preview the contract in a PDF format.

The new account or household is suffixed by null and a random number to make the whole name unique. The suffix of an account or household's unique name is generated from its primary address, which is based on the Party Suffix style. When the Party Suffix style formats are set to empty in the Manage Address Formats task, then null and a random value is suffixed.

Relationships can be household contacts, such as parent, spouse, or child. Relationships can also be of other types, for example a bank that has a financial dealing with the contact and so on. The other relationships can be of type person, group, or organization.

The Relationships tab includes:

  • Contacts: household members as the immediate beneficiaries.

    Note: If you have selected a primary contact, then it's included as a household contact, by default.
  • Other relationships: other relationships of type person, group, or organization.

Review relationships in the following views:

  • List view: This view shows the available relationships is a tabular format.

  • Diagrammer view: This view shows network visualization of the relationships. The visualization can show up to four levels of connections. By default, the connections are shown up to the second level.

    Your administrator must enable this view.

List View

The list view is the default view. It contains two tables; Household Contacts and Other Relationships.

The list view table displays household members who are your immediate beneficiaries. The other relationships table shows other relationship that may not be your direct beneficiary. By default, both the tables are sorted by name.

Diagrammer View

Diagrammer shows a graphical representation of the contacts and other relationships that the household has.

The visualization can display up to four levels of connections. By default, the connections are shown up to the second level. Each node in the graph represents an account or a household and each link between nodes represents a connection between them.

Searches

Here's how to manage your contact saved search lists in the Contacts page.

You can't edit or delete the preconfigured saved lists or any user-defined lists added by your administrator. You can modify 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're 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're on the account team member or you're on the account territory resources.

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

Create a Saved Search

Here's how 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 modify 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.

Use Search Mode on Account or Contact Creation Page

You can verify an address in the search mode while creating a new account. Search and select from multiple similar addresses when verifying account or contact addresses from the Oracle Address Verification Cloud Service. Select the most appropriate address from a list of similar verified addresses.

To verify an address:

  1. On the Contacts landing page, click Create Contact.

  2. Enter the name, address lines, state and postal code.

  3. Click Verify Address.

    A list of similar verified addresses appears.

This image shows an example of how a list of similar verified addresses appears in the page. The image shows a list of addresses you can select from.

A list of similar verified addresses.

Use Standard Fields to Search Records

You can search and associate records for account, contact, household, and asset with a list of values and use data that's relevant to their business. You can use standard fields to search and view them in the search results, where you can find and select the relevant record.

View Only Primary Names for Address Geography Selection

Your administrator sets up primary names for geographies. When you enter the postal code on the Create Account page, the list of values for address selection displays only primary names for address geographies.

The list of values for address selection displays
only primary names for address geographies.

For more information, see Configuring Address Verification, in the Getting Started with Your Customer Data Management Implementation guide.

What account records do the different record sets permit you to search?

The record sets in the Saved Searches window restrict your saved searches to different sets of accounts. For example, the default My Accounts saved search, searches the Records I own record set, listing all of the accounts you created or are assigned to as an owner.

Here's a list of the record sets for accounts. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Record Set Name Description

Records I own

Accounts you own. You're the account owner if you created the account or if ownership was assigned to you.

I am on the team

Accounts where you're on the account team. You're on the account team if you're the account owner or were added as a member by another team member.

My territory

Accounts in your sales territories.

My subordinates own

Accounts owned by you and your subordinates.

My subordinates are on the team

Accounts where you or your subordinates are on the account team.

My territory hierarchy

Accounts in your sales territories and all of their subordinate territories in the sales territory hierarchy.

I am on the team or territory

Accounts where you're either on the account team or a member of the sales territory.

My subordinates are on the team or territory

Accounts where you or your subordinates are either on the account team or the sales territory.

All records I can see

Accounts that you can view based on your account team membership, sales territory assignments, your position in the organization, and security permissions.

Tip: To improve saved search performance, restrict your saved searches to smaller record sets. For example, rather than searching all the records you can see, search all the records in your territory hierarchy. Or restrict your searches to a smaller geographical area. For example, search all the accounts in one state instead of the whole country.

What accounts does selecting My Accounts display?

When you select the My Accounts list in the Accounts work area, the application displays a list of all of the accounts where you're listed as the account owner. You're automatically the account owner if you create the account or are designated as the owner by an application administrator.

What contact records do the different records sets permit you to search?

The different record sets provided in the Saved Searches window restrict your saved searches to different sets of contacts. For example, the default My Contacts saved search, searches the Records I own record set, listing all of the contacts you created or are assigned to as an owner.

Here's a list of the record sets for contacts. Not all record sets are available to all users. For example, some record sets are available only if you sell to consumers. Record sets involving subordinates are available only to managers.

Record Set Name Description

Records I own

Contacts you own. You're the contact owner if you created the contact or if ownership was assigned to you.

Records where I am on the team

Contacts where you're on the contact team. You're on the contact team if you're the contact owner or were added as a member by another team member.

Records my subordinates own

Contacts owned by you and your subordinates.

Records where my subordinates are on the team

Contacts where you or your subordinates are on the contact team.

All records I can see

Contacts that you can view based on your contact team membership, sales territory assignments, your position in the organization, and security permissions.

Records in accounts I own

Contacts in the accounts you own. You're the account owner if you created the account or ownership was assigned to you.

Records in accounts where I am on the account team or territory

Contacts in the accounts where you're on the account team or sales territory.

Records in my territory

Contacts in your sales territories.

Records in my territory hierarchy

Contacts in your sales territories and all of their subordinate territories in the sales territory hierarchy.

Records where I am on the team or territory

Contacts where you're either on the contact team or the sales territory.

Records where my subordinates are on the team or territory

Contacts where you or your subordinates are either on the contact team or the sales territory.

What contacts get displayed when I select My Contacts, My Favorite Contacts, and My Business Contacts?

Selecting the My Contacts list in the Contacts work area displays a list of all of the accounts where you are listed as the contact owner. You are automatically the contact owner if you create the contact or you can be designated as the owner by an application administrator.

Selecting the My Favorite Contacts list displays a list of contacts you designated as favorites.

Selecting My Business Contacts displays all contacts for accounts you own. You are the account owner if you created the account or if an administrator assigned ownership to you.

The different record sets provided in the Records field of the Saved Searches window restrict your saved searches to different sets of households. For example, the default My Households saved search, searches the I own record set, listing all of the households you created or were assigned to as an owner.

Here are the record sets for households. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Record Set Name Description

I own

Households you own. You're the household owner if you created the household or if ownership was assigned to you.

I am on the team

Households where you're on the household team. You're on the household team if you're the household owner or were added as a member by another team member.

My territory

Households in your sales territories.

My subordinates own

Households owned by you and your subordinates.

My subordinates are on the team

Households where you or your subordinates are on the household team.

My territory hierarchy

Households in your sales territories and all of their subordinate territories in the sales territory hierarchy.

I am on the team or territory

Households where you're either on the household team or a member of the sales territory.

My subordinates are on the team or territory

Households where you or your subordinates are either on the household team or the sales territory.

All records I can see

Households that you can view based on your household team membership, sales territory assignments, your position in the organization, and security permissions.

What households does selecting My Households display?

When you select the My Households list in the Households work area, the application displays a list of all of the households where you're listed as the household owner. You're automatically the household owner if you created the household or you can be designated as the owner by an application administrator.

Record Integrity

You can resolve duplicate records as you create accounts and contacts, if the administrator has enabled the functionality. Resolving duplicate records ensures that clean customer data is available as you create, maintain, and use customer records.

Since multiple salespeople can create and update the same accounts and contacts, the potential exists for duplicate records in the application. You can view and act upon duplicate accounts and contacts as you create new records, if the ability is enabled by your administrator.

When you create an account or a contact, the application searches for duplicate accounts or contacts based on one of these conditions:

  • The data quality rules established for accounts and contacts

  • An exact name match

If the application finds duplicate accounts or contacts, then the application displays the records in the duplicate notification page. You can either ignore the duplicate accounts and contacts and continue creating the record, or you can select the correct account or contact from the list that's displayed.

You can create a merge request when you have duplicate records pointing to the same customer, and you want to consolidate those records into one. An approved merge request results in one surviving record. The status of all other duplicate records changes to Merged. You can select to merge two or more customer records from the customer list on your Customer home page or in the customer search results.

Since the sales application Customer Data Hub processes all merge requests, you must implement Customer Data Hub and set the profile option Merge Request Enabled to YES to make this feature available.

Can I specify multiple accounts or contacts that I want to merge?

Yes. You can select and submit a request to merge multiple accounts or contacts into a single surviving record.

Use the landing page for accounts or contacts to submit a merge request.

Data Enrichment

Overview of Data Enrichment

A key requirement in the lifecycle of a customer record is keeping the data clean, accurate, relevant, and easily accessible. You can use Oracle DaaS for Sales or Oracle DataFox to enrich your data and increase your sales.

Oracle DaaS

Oracle DaaS for Sales provides rich data and insights about common business entities, such as businesses, people, and products. This information comes from commercial data sources such as Dun & Bradstreet Corporation.

You can use DaaS for Sales to enrich account and contact data in sales applications, including:

  • Individual accounts and contacts

  • Lists of accounts and contacts

  • New contacts for an account as you import them into the account

Oracle DataFox

Use Oracle DataFox to enrich your accounts and learn more about your customers. Information about your accounts come from third-party data and real-time signals from Oracle DataFox.

You can enrich accounts using Oracle DaaS for Sales (also known as Social Data and Insight) or Oracle DataFox.

Enrich Single Accounts and Contacts

You can enrich a single account and the contacts associated with that account from within Sales. Use real-time duplicate identification and enrichment with the batch enrichment functionality. The Actions menu in the account or contact's profile page provides access to the enrichment capabilities.

When you enrich a single account or contact, the application displays a list of attributes available for that record with side-by-side values for both Sales and the DaaS for Sales.

Predefined attributes available for accounts include the following:

  • Company Name (not Sales Account Name)

  • Current Fiscal Year Potential Revenue

  • Primary Street Address

  • Duns Number

  • Line of Business

  • Public Private Ownership Mark

  • Stock Symbol

  • Year Established

  • Location Type

  • Primary Address 1

  • Primary Address 2

  • Primary City

  • Primary County

  • Primary State

  • Primary Postal Code

  • Primary Postal Plus-4 Code

  • Mailing Address 1

  • Mailing Address 2

  • Mailing City

  • Mailing State

  • Mailing Postal Code

  • Mailing Postal Plus-4 Code

  • Phone

  • Fax

  • URL

  • Trade Style Name

  • Major Industry

  • North American Cartographic Information Society (NACIS) Classification

  • SIC Classification

Predefined attributes available for contacts include the following:

  • Prefix

  • First Name

  • Middle Name

  • Last Name

  • Job Title

  • Gender

  • Suffix

  • Work Street Address 1

  • Work City

  • Work State

  • Work Postal Code

  • Work Postal Plus-4 Code

  • Work Country

  • Contact Work Phone

  • Contact Phone Extension

  • Email Address

  • Department

While viewing the data, you can accept all attribute values from DaaS or only specific values. The application updates the account or contact information with the information selected.

Enrich Multiple Accounts or Contacts

You can enrich multiple accounts and the contacts associated with the accounts, from within Sales. You use the Actions menu on the Accounts and Contacts landing (list) pages to gain access to the enrichment capabilities.

Instead of showing you a comparison of attribute values between Sales and DaaS, as in the single account enrichment, when you select multiple accounts or contacts for enrichment, you see an indicator showing enrichment progress.

As you enrich multiple accounts or contacts, you can't select which attributes to enrich like you can when you enrich a single account or contact. Administrators can use the Manage Social Data and Insight Cloud Service Attribute Mapping and Preferences task to determine which attributes to enrich.

After completion, review the enrichment summary report for details about:

  • Records Selected

  • Records Enriched

  • Record with Multiple Matches

  • Records with No Match

  • Records Failed

Note: Real-time bulk enrichment limit is set to 5 records. You can't select more than 5 records for enrichment on the list page.

Enrich an Account

To enrich an account, do these steps:

  1. From your Accounts list, select the account you want to enrich.

  2. On the Overview page for the selected account, select Enrich Account from the Action menu.

  3. On the Select Fields to Enrich dialog box, select DaaS values you want to add to the account, and click Enrich.

Enrich a Contact

To enrich your contact, do these steps:

  1. From your Contacts list, select the contact you want to enrich.

  2. On the Overview page for the selected contact, select Enrich Contact from the Action menu.

  3. On the Select Fields to Enrich dialog box, select the data cloud values you want to add to the contact, and click Enrich.

You see a confirmation message stating that the enrichment was successful, and you return to the contact Overview page, which reflects the enriched information for the contact.

Add Enriched Contacts to an Account

You can add new contacts to a previously enriched account in the Sales application. You add these new contacts in the Contacts tab, by either clicking Get Contacts or selecting Get Contacts from the Actions menu.

When you start adding enriched contacts to an account, the application displays a list of contacts available for download from DaaS. You can choose to see these contacts grouped by job level or by location, and you can choose to add the contacts by job level, job location, or both.

Enrich Accounts with Oracle DataFox

You can profile and classify your customer base with account insights that you get from Oracle DataFox. Your accounts are enriched and refreshed daily with the latest data.

You can use your enriched accounts to:

  • View up-to-date account data in the Accounts page so you can have complete information about the account.

  • Act on high-scoring prioritized accounts and focus your efforts on prospecting top accounts.

  • Expand your target market by identifying new companies to sell to.

Synchronize and Enrich Your Accounts

Contact Oracle Support to synchronize and enrich all your existing accounts with companies in Oracle DataFox. To synchronize and enrich individual companies within Oracle DataFox to your accounts, see the topic Sync and Enrich Your Account in the Using Oracle DataFox guide.

For information on integrating with Oracle DataFox and getting started, see the topic Overview in the Get Started chapter of the Using Oracle DataFox guide.

You can use DaaS for Sales to enrich your account list and contact list with the latest information available from Dun & Bradstreet Corporation.

Enrich Your Account List

Here's how you can enrich your account list:

  1. From your Accounts list, select the accounts you want to enrich.

  2. From the Action menu, select Enrich Selected Accounts.

  3. On the Select Fields to Enrich dialog box, select the DaaS values you want to add to the accounts, and click Enrich.

You see an Enrichment Results page listing the selected accounts and the enrichment status of each.

If the enrichment was successful, you return to your Accounts list page and the additional information now appears for the selected accounts.

Enrich Your Contact List

Here's how you can enrich your contact list:

  1. From your Contacts list, select the contacts you want to enrich.

  2. From the Action menu, select Enrich Selected Contacts.

  3. On the Select Fields to Enrich dialog box, select the DaaS values you want to add to the contacts, and click Enrich.

You see an Enrichment Results page listing the selected contacts and the enrichment status of each.

If the enrichment was successful, you return to your Contacts list page and the additional information now appears for the selected contacts.

Enrich Account and Contact Data in Real Time

You can enrich account and contact data in real time using DaaS for Sales partners with Dun and Bradstreet (D&B) to get the most up-to-date data for over 300 million companies and over 100 million contacts worldwide.

Enrich Account Data in Real Time

You enrich account data from the Accounts page.

To enrich account data:

  1. Navigate to the Accounts page.

  2. Select the Enrich option from the Actions menu. In the Create Account flow, the option is named Enrich Account.

  3. Select the account (or multiselect the accounts) you want to enrich.

    If you select multiple accounts for enrichment, the application automatically enriches the accounts and displays the results. The result includes information about the accounts enriched and the status of each account.

    If you select one account for enrichment, the Select Fields to Enrich page is displayed. In the page, you can select which data values you would like to use in the enriched account record for each of the fields.

  4. Select existing value or the DaaS value for each of the fields.

  5. Optionally, click Hide Identical Values to hide the fields where the Sales data is same as the DaaS data.

  6. Click Enrich.

Enrich Contact Data in Real Time

You enrich account contact data from the Contacts page.

To enrich account contact data:

  1. Navigate to the Contacts page.

  2. Select Enrich option from the Actions menu. In the Create Contact flow, the option is named Enrich Contact.

  3. Select the contact (or multiselect the contacts) you want to enrich.

    If you select multiple account contacts for enrichment, the application automatically enriches the contacts and displays the results. The result includes information about the contacts enriched and the status of each contact.

    If you select one contact for enrichment, the Select Fields to Enrich page is displayed. In the page, you can select which data values you would like use in the enriched contact record for each of the fields.

    Note: You can enrich only those contacts who are associated with enriched accounts.
  4. Select existing value or the DaaS value for each of the fields.

  5. Optionally, click Hide Identical Fields to hide the fields where the Sales data is same as the DaaS data.

  6. Click Enrich.

When creating a new account in a sales application, you can search for the latest company information in DaaS. Use the filter criteria to search and add accounts. If you select an existing sales account to be added from DaaS, then those accounts are enriched.

Add the selected (one or more) accounts and their contacts as new accounts. You can create a maximum of five real-time accounts. You can use the advanced search for adding the account search filter criteria that are searchable in DaaS, for example:

  • County

  • Created By

  • Creation Date

  • Current Fiscal Year's Potential Revenue

  • D&B Credit Rating

  • Data Confidence

  • HQ Branch Indicator

  • Global Ultimate D-U-N-S Number

  • Domestic Ultimate D-U-N-S Number

For more information about DaaS enrichment, see the Oracle Engagement Cloud Using Customer Data Management guide.

To add accounts from Data Cloud:

  1. Sign in as a sales representative.

  2. Click Navigator >Sales> Accounts.

    The Accounts page appears.

  3. From the Actions menu, click Add Accounts from Data Cloud.

    The Get Accounts from Data Cloud: Select Accounts page appears.

  4. Click the Show filter icon.

    The Advanced Search pane appears.

  5. Click the Data Cloud Accounts tab.

  6. Add filters or attributes that are searchable in data cloud, such as Revenue, Industry Category.

    The accounts are created and you receive a message stating the results.

  7. Click View Results on the Account Creation: Results page.

    A list of newly added, enriched, or failed to create or enrich accounts displays.

  8. Click Done.

    The View Results page is closed and the Get Accounts from Data Cloud page displays.

  9. Add contacts from Data Cloud to the newly created accounts.

  10. Click Add to add more filter criteria by adding attributes to view DaaS searchable attributes.

    The Data Cloud Accounts filter is available on the Advanced Search pane.

  11. Verify that the DaaS usage is tracked for successfully created accounts.

Overview of Using Smart Data for Account and Address

You can use "smart data" to create accounts, add or edit an account, and add or edit a contact address. Smart data is ready to use in the application without any additional setup. Smart data for accounts is available on the Create Account page. Smart data for addresses is available on create or edit pages for accounts and contacts. The highlights for smart data are:

  • Minimize the use of clicks and keystrokes during account entry in the account creation flow in Engagement Cloud.

  • Maximize the data quality by retrieving current, accurate data from Dun and Bradstreet.

  • Leverage integration with DaaS for Sales. The service automatically suggests matching accounts and automatically fills 90 plus account fields into the appropriate fields.

  • Use autosuggestion when searching and selecting verified addresses using Oracle Address Verification Cloud Service.

  • Add or edit addresses across Engagement Cloud for accounts and contacts.

Smart Data requires a license for DaaS for Sales (also known as Social Data and Insight) for access to account data and a license for Address Verification Cloud Service for access to address data.

Use Smart Data for Accounts

Smart data lets you to search and select validated Dun and Bradstreet accounts using autosuggestion functionality. Smart data provides you with enriched, validated data without data entry issues.

Validated global accounts improve the completeness, accuracy, and integrity of data. For validated accounts, the account data gets automatically populated into the fields, allowing you to quickly create an account without typing in account details. Thus improving your efficiency and user experience when creating accounts. Additional benefits of smart data are:

  • Search in real time to predict and fill more than 90 company fields with accurate and validated data.

  • Specify country or address details using autosuggestion.

  • Save time searching and filling in data.

  • Avoid errors when filling in data.

When you create an account, enter the name of the account. Automatically, possible accounts appear. You simply select the appropriate account and the application automatically fills in the details for you.

The figure shows how smart data automatically suggests
account names.

Use Smart Data for Addresses

Smart data for addresses provides you with addresses and automatically enters complete data for you.

The benefits of smart data for account and contact addresses are:

  • You type in a partial address and the application automatically suggests addresses for you.

  • When you type more characters, the application automatically narrows the results.

  • Select the address to automatically populate validated data.

Select appropriate options and all the details are populated with the relevant data.

The figure shows how smart data automatically suggests
addresses.

Business Plans

Watch video

Watch: This video tutorial shows you how to manage account planning. The content of this video is also covered in text topics.

Sales representatives and sales managers perform account planning to achieve specific goals. Goals for business plans are represented through objectives.

Access to the business plans is determined by the team membership and resource reporting hierarchy. This means that managers have access to business plans of the sales representatives in their team. In an account business plan, salespeople collaborate to discuss the sales of a specific account and analyze the need of a plan. An account business plans focuses on a specific account, to increase the sales or revenue of that account. With a business plan you can:

  • Analyze the strengths, weaknesses, opportunities, and threats of the business plan in the context of the account.

  • Add business plan classes to define plans for partner, account, opportunities, and contacts.

  • Collaborate with team members to discuss prospective plans.

  • Enable or disable any of the embedded classes for account and partner business plans.

Make sure that your administrator has enabled the account business plan using Application Composer.

You create a business plan by selecting a type of plan and then adding objectives to it. The type of a business plan helps you to differentiate between business plans, the options are partner and account.

The procedure to create a business plan is the same for both partner and account. The following steps represent a flow for creating an account business plan:

  1. Sign in to the sales application as a sales manager.

  2. Click the Business Plan icon on the home page.

    A list of business plans appears.

  3. Click Create Business Plan.

  4. Enter the name of the plan.

  5. Select an account from the Account drop-down list.

  6. Define the period for the objectives that you want to achieve, in the Period field.

    By default, the current year is displayed. You can change the period to year, quarter, or period.

  7. Select a type from the options Regional and Global.

    The current user is the owner, by default.

  8. Select a status for the plan. Initially, the status is Draft.

  9. Click Save and Continue.

    You automatically navigate to the Edit Business Plan page.

  10. Modify your business plans if required, and click Save and Continue.

  11. Click the SWOT Analysis subtab to analyze the strength and weakness of your business plan.

  12. Click the Activities subtab to add tasks to your plans.

  13. Click Save and Close.

Objectives are the key aspect of a business plan. Salespeople use business plans to achieve objectives to meet the target goals.

To create objectives for a business plan:

  1. Click Create Objective on the Edit Business Plan page.

    The Create Objective page appears.

  2. Enter a name for the business plan.

  3. Select a type from the Type drop-down list.

    Note: You can add a type to the list of options. The type of a business plan determines the unit of measure and the field is automatically populated on selection of a type.
  4. Define the period in which you want to achieve your goals for the business plan.

  5. Enter your target to achieve your objective in the defined period.

  6. Click Save and Close.

    The objective is displayed on the Edit Business Plan page.

  7. If you click Save and Continue, then the Edit Objective page appears.

    You can view the newly created objective and you can add notes, activities, and attachments to the objective.

Split Objectives

You can split an objective to specify how to achieve the objective between partner and account. To split an objective:

  1. Click Split Objective on the Edit Objective page.

    The Split Objective page appears.

  2. Specify how you want to split your objective.

  3. Click Save and Close.

    The split objective appears on the Edit Objective page.

  4. Enter your plan to achieve your set target, in the specified period.

  5. Select Attainment in the Show field.

    The Attainment column appears.

  6. Enter the details for the targets you achieved.

  7. Click Save and Close.

Use the Business Plans Overview Tab

You view the list of business plan objectives on the Edit Business Plan: Summary page, or on a separate subtab named Objectives. If an objective is listed in the Objectives subtab, you can search for objectives by name. For every objective you must specify the following fields:

Fields Description

Split

Enables you to define dimensions for objectives.

Name

Displays the name of the account.

Type

Specifies the account type. The options are amount and quantity.

Unit of Measure

By default, the measure is determined by the type of account that you select.

Period

Defines the period to achieve the objective.

Target

Specify the amount or quantity to achieve the objective.

The image displays the fields for every objective.

You can share and view shared business plans and discuss business plans with your team. You can focus your attention on a specific account, including viewing revenue for the account. You can also drill-down into the details and edit a business plan from a conversation.

To share your business plans, publish a business plan using the Social subtab on the Edit Business Plan page.

Note: You must have access to Oracle Social Network to publish a business plan.

Assets

Assets are high-net-worth products owned by an organization. After the functionality is enabled by the administrator, you can create and manage assets.

You use assets in the following ways:

  • Click Sales > Assets on the springboard to use a full set of create, edit, and manage assets capabilities

  • Manage assets within the context of accounts

  • Associate assets with activities, such as tasks and appointments

  • Create an organization-level view of calendars associated with assets

  • Associate assets with opportunities and leads

You can view different records from the two saved searches provided on the Assets landing page.

Here's a list of the supplied saved search for assets.

Record Set Name Description

My Customers' Active Assets

All active assets associated with your customers

All My Customers' Assets

All assets, purchased in the last six months, associated with your customers (although the time frame can be modified by the administrator)

You can view asset information for your accounts.

You can view assets for your accounts in the following ways:

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Assets on the home page.

  3. On the Assets landing page, view the summary details.

  4. Click an asset record to view and edit the asset details.

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Accounts on the home page.

    The Accounts landing page appears with a list of accounts.

  3. Click an account.

    The Edit Account page appears.

  4. Click the Assets subtab.

If enabled by the administrator, you can also view asset information in activities, such as appointments, tasks, and call reports.

You can create asset information for your accounts.

To create assets:

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Assets on the home page.

  3. In the Assets landing page, click Create Asset.

  4. Enter the details, such as the account, product, status, quantity, and purchase price.

  5. Click Save and Close.

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Accounts on the home page.

  3. In the Accounts landing page, edit an account.

  4. In the edit page, click the Assets tab.

  5. Click Create Asset and enter the details.

  6. Click Save and Close.

You can edit asset information for your accounts.

To edit the assets related to your accounts:

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Assets on the home page.

  3. In the Assets landing page, select an asset to edit.

  4. In the Edit Asset page, you can edit the asset information, such as owner, as well as details like status, quantity, and purchase price.

  5. Save your changes.

  1. Sign in to a sales application as a sales manager.

  2. Click Sales > Accounts on the home page.

  3. In the Accounts landing page, edit an account.

  4. In the edit page, click the Assets tab.

  5. Select an asset to edit and edit the details.

  6. Save your changes.

You can delete asset information for your accounts from the Accounts landing page or the Assets landing page.

To delete assets from the Assets landing page:

  1. Navigate to Sales > Assets on the springboard.

  2. In the Assets landing page, select an asset.

  3. In the Edit Asset page, select Delete Asset from the Actions menu.

  4. Respond to the confirmation message.

To delete assets from the Accounts landing page:

  1. Navigate to Sales > Accounts on the springboard.

  2. In the Accounts landing page, edit an account.

  3. In the Edit page, click the Assets tab.

  4. Select an asset to delete.

  5. In the Edit Asset page, select Delete Asset from the Actions menu.

  6. Respond to the confirmation message.

You can select multiple asset records and update all of them to the same value for a field or a set of fields using the mass update feature. Before you can use the mass update feature, your administrator must enable it.

The default attributes that are available for mass update on the UI are:

  • Asset Owner

  • Status

  • Quantity

  • Purchase Date

To apply mass updates to assets:

  1. Navigate to the Sales > Assets.

    The Assets landing page appears.

  2. Enter the search criteria for the assets that you want to update and click Search.

    The application returns a list of results based on your search criteria.

  3. Select the assets that you want to update at the same time.

  4. Click Update from the Actions menu.

    To select or deselect assets click a record in the list. Use the select all and deselect all links to select or deselect all assets.

    Note: By default, all the asset attribute fields on the Mass Update dialog box are read-only until you select to update them.
  5. Select the records that you want to update such as competitor asset, asset tag, and click Update. Assign a value for each of the selected attributes.

    The number of records you can update at once is configurable by the administrator.

  6. Click Save and Close.

  7. Click Submit.

You can export a list of assets from the application. When you export assets, the application generates a spreadsheet file that you can save locally.

To export assets, from the Assets landing page, click Export List in the Actions menu.

Mass Update

You can select records in bulk and update the values for fields of selected records at once, using the mass update feature. You can update fields for multiple accounts, contacts, or assets at once. For example, you can update the status or add comments for multiple accounts, contacts, or assets at the same time. You can update several fields on multiple accounts, or contacts using the Update action. Before you can use the mass update feature, your administrator must enable it.

The following account fields are available for update.

  • Name

  • Account

  • Owner

  • Job Title

  • Phone

  • Email

Here's the list of fields that you can update for contacts:

  • First Name

  • Last Name

  • Middle Name

  • Job Title

  • Academic Title

  • Annual Income

  • Cleanliness

  • Comments

  • Created By

  • Creation By Application

  • Creation Date

  • Last Updated By

  • Last Updated Date

  • Prefix(Salutation)

  • Affinity

  • Buying Role

  • Certification Level

  • Certification Reason

  • Email

  • Owner

  • Account

You can use the mass update feature to update product information or primary contact information for accounts and contacts. You can also update an attribute including company-defined attributes, on multiple accounts, and contacts.

For example, you might want to change a predefined field, such as primary contact or owner on multiple records. Here are few fields that you can mass update by default for an account:

  • Type

  • Primary Contact

  • Owner

  • Industry

  • Sales Profile Status

Here are few fields that you can mass update by default for a contact:

  • Favorite Contact

  • Job Title

  • Prefix

  • Account

  • Owner

Before you can use the mass Update feature, your administrator must enable the update action using Application Composer. You can update several fields on multiple accounts, or contacts using the Update action. Predefined fields are also available for update.

Update Accounts and Contacts in Bulk

You can apply mass updates for accounts and contacts. For the purpose of example, account is used in the procedure.

To apply mass update to accounts and contacts:

  1. Navigate to the Accounts landing page from Sales > Accounts.

  2. Enter the search criteria for the accounts that you want to update, and click Search.

    The application returns a list of results based on your search criteria.

  3. Select the accounts that you want to update at the same time.

  4. Click Update from the Actions menu.

    To select or deselect accounts click a record in the list. Use the select all and deselect all links to select or deselect all accounts.

    Note: By default, all the account attribute fields on the Mass Update dialog box are read-only until you select to update them.
  5. Select the attributes that you want to update and assign a value for each of the selected attributes.

    For account attribute lists, their default value is displayed. Text fields are blank by default.

  6. Click Save and Close.

Record Management

What happens when I delete an account?

When you delete an account, the entire record is removed from the sales application and can't be restored.

In general, when you delete an account:

  • The account party status becomes inactive in the database.

  • The deleted account doesn't appear in the accounts list, account search, account list of values, 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 aren't shown in the contact.

  • Deleting an account doesn't 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?

When you delete a contact, the record is removed and can't be restored.

In general, when you delete a contact:

  • The person record of the contact is removed , including all profile data, customer usages, and group memberships.

  • Relationships with associated customers or sales accounts are deleted.

  • Contact points or other child objects specific to the customer-contact relationship aren't shown.

  • A deleted contact isn't shown or available in any other contact or customer lists. A deleted contact isn't visible to all contact types (standalone, single, or multiple) including a customer-contact, 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 contacts unless you have full or edit access to at least one of the accounts associated with the contact.

How can I view contracts?

You can view contracts associated to your account only if the privilege of viewing contracts is assigned to your role. You can download individual contracts in PDF format, if you have the required security. Click Preview Contract, to view the contract in a PDF document format.