33Office 365

This chapter contains the following:

Overview of Office 365 for Sales

Use Oracle add-in Office 365 to maximize productivity by accessing your sales application data, such as mails and appointments, from within Office 365.

Here's what you can do in the application.

Features Description

Access your sales application information within Office 365.

Manage sales records and activities from within Microsoft Office 365.

Share Office 365 mails with your sales application.

Save your Office 365 mails in your cloud service application as activities and associate them with accounts, leads, or opportunities.

View the top contact connections in the side panel.

Use your organization's resources that interact the most with a contact to gain better insight into the contact.

Synchronize data between your sales application and Office 365.

Synchronize contacts, appointments, and tasks between your sales application and Office 365 to have a continuously updated and accurate 360 degree view.

Note: People belonging to these roles take part in the implementation process:
  • Microsoft Azure or Exchange Administrator

  • Oracle Engagement Cloud Administrator

Prerequisites

If you use Internet Explorer for online Office 365, do these two things before you connect to the Oracle Office 365 add-in.

  1. Turn off the compatibility setting: Display intranet sites in Compatibility View.

  2. Add sites as Trusted sites.

Prerequisite 1 for Internet Explorer: Turn off the compatibility setting Prerequisite 2 for Internet Explorer: Add Few Sites as Trusted Sites

Turn off the setting, Display intranet sites in Compatibility View for the Oracle add-in to appear well in the side panel. Here's how you can turn off:

  1. Open Settings in Internet Explorer.

  2. Go to the Compatibility View Settings.

  3. Deselect the check box, Display intranet sites in Compatibility View.

For the Oracle add-in to open in the side panel, add these sites as the Trusted Sites in your IE browser. Navigate to Settings > Internet Options > Security > Trusted Sites > Sites and add these sites as Trusted sites:

  1. https://*.office.com

  2. https://*.office365.com

  3. Add the host of the pod. Ex: https://something.oraclecloud.com

First Time Sign In

Open the Oracle add-in in your Office 365 application. The add-in opens in a side panel, showing the Connect button and a check box 'This is a trusted device'. Only if you're using your own computer, select this check box.

Click Connect to connect the Office 365 application with Oracle. Provide your Oracle credentials. During your first sign-in, as a one time activity, you must authorize the relationship between your Oracle account and your Office 365 account. This ensures that only your Oracle account can access the side panel from your Office 365 account.

Install Office 365 for Sales

As an administrator, you manage the Oracle Sales Cloud for Office 365 add-in for a single user or a group of users. It's important that you know how to create and install the add-in through the Office 365 portal.

Here are the steps that can help you complete the installation:

  1. Create the add-in in Microsoft Azure Active Directory (AD).

    1. Create the application for Oracle add-in.

    2. Configure the application.

  2. Generate the manifest file.

    1. Enter the Application ID and Application Key on the Manage Office 365 Task page.

    2. Download the manifest file from the link.

  3. Deploy the add-in.

    1. Upload the add-in manifest file in the Microsoft Exchange Admin console.

    2. Set the deployment option.

      The options are: Optional (enabled by default), Optional (disabled by default), and Mandatory (always enabled).

Usage Agreement

This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle doesn't control and isn't responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle isn't responsible for the security, protection or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that's transmitted to such Microsoft sites or platforms or services. You're solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the rights to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.

Create the Add-In

To create the add-in, get your host URL and follow these steps:

  1. Sign in to the Office 365 portal at https://portal.office.com.

  2. Click Admin on the home page.

    The Admin center page appears.

  3. Click Azure Active Directory in the Admin centers list.

    The Azure Active Directory Admin Center page appears.

    Note: If you're a first-time user, then you must sign up for your Microsoft Azure Active Directory.
  4. Select All service and then Azure Active Directory.

    The details page corresponding to the active directory appears.

  5. Click App registrations.

    The Applications list page appears.

    1. Click New application registration.

      The Create dialog box appears.

    2. Enter a name for the application, select Web app or API as the Application type, and enter the Sign in URL.

      The Sign in URL is the host name of the pod with the string "/crmUI/osc365/web/index.html" appended to it.

    3. Click Create to create the application.

      The application appears on the App registrations page.

  6. Select the application to go to the Settings page.

    1. Click Reply URLs.

    2. Add the following Reply URLs:

      • https://<host>/sales/office365/jet/close.html

        For example: https://sample-pod.oraclecloud.com/sales/office365/jet/close.html

      • https://<host>/crmUI/office365/jet/close.html

        For example: https://sample-pod.oraclecloud.com/crmUI/office365/jet/close.html

      • https://<host>/crmUI/osc365/web/close.html

        For example: https://sample-pod.oraclecloud.com/crmUI/osc365/web/close.html

    3. Click Keys.

      The Keys page appears.

    4. Enter a key description.

    5. Select a duration. It is recommended that you select Never expires. For example, if you select 1 year, then after an year the Client Secret isn't valid and automatic refresh stops. The synchronization process starts only after you sign in the client again.

    6. Click Save.

      The application generates a value for the key. Keep a note of this value because you will use this as the Client Secret.

    7. Click Required permissions to add delegated permissions.

    8. Click Add to go to the Add API access section.

    9. Click Select an API and select Office 365 Exchange Online.

    10. Click Select permissions and enable the following permissions:

      • Read and write user calendars

      • Read and write user contacts

      • Create, read, update, and delete all tasks a user has access to

      • Create, read, update, and delete user tasks

      • Read and write user mail

      • Read and write user mailbox settings

    11. Click Select.

    12. Click Done and close the section to go back to the Settings section.

    13. Click Properties to go to the Properties section.

      Keep a note of the Application ID because you will use this as the Client ID.

Enter the Application ID and Application Key on the Manage Office 365 task page.

Generate the Manifest File

Download the manifest file from the Manage Office 365 task page.

To update the manifest file, open the file using an XML editor, and perform the following steps.

  1. Update the display name and the default value of the group label with the name of your application.

  2. Update the ID in the manifest file with the Client ID on the Configure page of the application you created.

  3. Update the default value of URLs associated with the following tags in the manifest file:

    • IconUrl

    • HighResolutionIconUrl

    • bt:Url

    Ensure that the URLs are the same as the URL you used when setting up the environment.

  4. Save the manifest file.

Deploy the Add-In

To deploy the add-in, perform the following steps:

  1. Sign in to the Office 365 portal, https://portal.office.com.

  2. Click Admin on the home page.

  3. Expand Settings and click Services & add-ins.

  4. Click Deploy Add-In to go to the Deploy Add-In section.

  5. Read through the Centralized Deployment message and click Next.

  6. Select I have the manifest file (.xml) on this device option.

  7. Browse for the manifest file you want to upload, and click Next.

  8. Select the appropriate option to limit the availability of the add-in.

    In Specify who has access, select Everyone, Specific users or groups or Just me to specify who the add-in is deployed to. Use the Search box to find the users or groups who you want to deploy the add-in to.

  9. Click Deploy now.

The add-in is deployed. A green tick appears when this has been completed. It takes 12 hours for the deployed add-in to appear on a user's Desktop Outlook ribbon. However, in the Online Outlook, you can test if the add-in got deployed successfully, by following the on-page instructions. Users who are added to the group are automatically assigned the add-in. And, when a user is removed from a group, the user loses access to the add-in.

Uninstall the Add-In

You must run a local synchronization (upload only) so that data isn't lost.

To uninstall the add-in:

  1. Sign in to the Office 365 portal, https://portal.office.com.

  2. Click Admin on the home page.

    The Admin center page appears.

  3. Click Exchange in the Admin Centers list.

    The Exchange Admin Center page appears.

  4. Click add-ins in the organization section.

  5. Select the Office 365 add-in, and click the Delete icon.

Use the Manage Office 365 task to configure the following very important settings that let you run the Office 365 side panel smoothly:

  • Register Office 365 Add-In

  • Resolve conflict

  • Configure Recent and Favorite search

  • Configure sync settings

Register Office 365 Add-In in Microsoft Azure Directory

Enter the Application ID, Application Key, and the Name. Here you can also download and update the manifest file. See the Installing Oracle Sales for Office 365: Procedure, in the Implementing Sales guide, for information on how to generate the ID and key and update the manifest file.

Let's say you enter the name as Oracle Engagement Cloud. When you log into your Office 365 account, you can see Oracle Engagement Cloud as an add-in that you can select.

Resolve Conflict

Use Conflict Resolution to setup the rules on how you want the add-in to resolve potential conflicts in records.

Let's look at the different options you can select:

Option Description

Server Wins

The records in your sales application overwrite the records in your Office 365 account.

Client Wins

The records in your Office 365 account overwrite the records in your sales application.

User Selected

You get to select at run-time, the way you want to resolve the conflict, whenever there is a conflict.

You can also let a user override the default setting.

Recent and Favorites

Here you set the number of days and the size of the record set for the search. Let's say you enter 60 days for recent records and record size 10. When you search for records, the recent search result shows up records up to 60 days in a batch of 10 records.

Sync Configuration

Here you set up the options on how you want records to be synced between your sales application and Office 365 account.

Enable or disable synchronization of contacts, appointments, tasks, private appointments, and private tasks. Along with this, set the upper limit of the number of records to be synced, with the exception of private appointments and tasks.

Sync with Office 365 for Sales

Save time by using the synchronization feature. You can ensure that Office 365 and your sales application have the same information by scheduling processes to run automatically in the background.

There are three process that keep your records in sync.

  • Synchronize Oracle Engagement Cloud and Office 365

  • Schedule Synchronization Between Oracle Engagement Cloud and Office 365

  • Refresh Security Tokens of Office 365 Users

What the Scheduling Processes Do

These are the processes and what they do:

Process Description

Office 365 Instant Sync Job

This process synchronizes the Office 365 activities shared with your sales application.

You can share an appointment or email with Oracle Engagement Cloud. Appointments are synchronized as appointments and emails synchronized as tasks.

Office 365 Standard Sync Job

This process synchronizes the contacts and activities between Office 365 and your sales application.

Office 365 Token Refresh Job

This process is mandatory and refreshes your login credentials for the scheduled processes to run successfully

Best Practices for Sync Frequency

Set the sync frequency depending on the data volume.

  • Set the frequency to 10 minutes, for data volumes less than 200 records in Office 365 and your sales application put together.

  • Set the frequency to 30 minutes, for data volumes exceeding 500 records in Office 365 and your sales application put together.

We recommend that you do not set a frequency of less than five minutes. If you synchronize too frequently, then some updates might not be processed.

How the Sales and Office 365 Records Are Synced

Sync contacts, appointments, and tasks between your sales application and Office 365 through Scheduled Processes.

Sync Settings

Here are the settings, on the Manage Office 365 task page, that lets you sync data between your sales application and Office 365.

  • Enable Contact Synchronization

  • Enable Appointment Synchronization

  • Enable Task Synchronization

  • Sync Private Appointments

  • Sync Private Tasks

You can select predefined saved searches from the side panel or create your own saved search in the sales application. When you select a saved search, the corresponding records matching the saved search are synchronized with Office 365 when the next synchronization runs.

These are the predefined saved searches options for contacts and activities such as appointments and tasks.

Saved Search Description

All Contacts

All contacts in your sales application.

My Business Contacts

All contacts belonging to all the accounts you own.

My Contacts

All contacts, of the type account, that you're an owner of.

My Favorite Contacts

All your favorite contacts.

My Open Activities

All appointments that are open and you're a resource for in your sales application.

You can synchronize your Office 365 contacts and tasks with your sales application only if you have the Shared with Oracle category enabled. You must manually select the Shared with Oracle category from the Office 365 ribbon to synchronize contacts and tasks with Oracle Engagement Cloud.

Note: When you synchronize Oracle Engagement Cloud records with Office 365, the Shared with Oracle category is automatically added to each record in Office 365.

How the Records Are Synced

When you create, update, or delete records using the side panel, information is updated simultaneously in your sales application and Office 365. However, if you modify records in either your sales application or Office 365, then the changes reflect in the other application only after synchronization.

Note: Contacts or appointments deleted in your sales application are instantly deleted in Office 365 whereas contacts or appointments deleted in Office 365 are deleted in your sales application only after synchronization. However, if synchronized contacts or appointments were originally imported into your sales application or created after data merge, then deleting the contact or appointment in your sales application doesn't delete the respective record in Office 365. You must manually delete such contacts or appointments in Office 365.

Office 365 Monitor

Office 365 Monitor is a dashboard where you can see the synchronization statuses of all the active users using the Office 365 add-in. Along with viewing the users, you can also control the synchronization activities.

To go to Office 365 Monitor:

  1. In your sales application, go to Setup and Maintenance.

  2. Expand the tasks pane on your right and click Search.

  3. Search for Manage Office 365 and select it.

  4. Click Office 365 Monitor.

Office 365 Monitor shows:

Metrics that Appear on Office 365 Monitor Description

Last Sync Failed

Number of users whose data from the Office 365 add-in didn't sync with the sales application in the most recently run sync job. Click the info card to view user details, date and time, and duration of last sync. You can select the users and choose Run Sync from Actions.

Never Synced

Number of users whose data from the Office 365 add-in never synced with the sales application, from the time the add-in was installed. Click the info card to view the user details. Never Synced users could be inactive users. You can select the inactive users and choose Disable Sync from Actions.

In Progress

Number of users whose data is still syncing with the sales application. If you need to hold the synchronization for any reason, you can select the users and choose Suspend Sync or Disable Sync from Actions

Last Sync Succeeded

Number of users whose data successfully synced from the Office 365 add-in to sales application.

How Record Conflict Resolution Is Processed

Conflicting records occur when there is a difference between information saved in your sales application and the information in the Office 365 side panel. As an administrator, you can set the conflict resolution preference for your users.

Settings That Affect Conflict Resolution

Here are the steps to set the conflict resolution preference:

  1. In the Setup and Maintenance work area, use:

    1. Offering: Sales

    2. Functional Area: Integrations

    3. Task: Manage Office 365

  2. On the Manage Office 365 task page, select the conflict resolution option in the Conflict Resolution section.

  3. Enable the Allow User to Override Default Conflict Resolution option to allow users to view the conflict resolution options in the side panel and select the option they want.

How Conflicting Records Are Processed

Decide the options that the Add-in users can choose to resolve conflicts.

The three options for conflict resolution are:

Option Description

Server Wins

The values in your sales application overwrite the values in Office 365 automatically.

Client Wins

The values in Office 365 overwrite the values in your sales application automatically.

User Selected

The user is prompted every time a conflict occurs. The Synchronization Status page displays Successful with Conflicts as the status along with a list of conflicting records.

Turn On Setting to Track Usage of Add-in

As an administrator, you can decide if you want to track and capture user actions on the Office 365 add-in and track synchronization details every day. The application captures details such as number of users using the Oracle add-in; the number of resources, contacts, or appointments a user created on a given day; and the data that got synced to Oracle.

Turn on these settings to enable your sales application to track the usage and synchronization:

  1. In your sales application, go to Setup and Maintenance.

  2. Expand the tasks pane to the right and click Search.

  3. Search for Manage Office 365 and select it.

  4. Scroll down to the Usage Tracking section.

  5. Select the two check boxes: Client Usage Tracking and Synchronization Tracking.

  6. Click Save and Close.

The add-in starts collecting the data after you turn on the settings. It doesn't generate any reports. Based on your need in future, you can use this data for reporting purposes and draw useful insights.

Enable Country-Specific Address Formats

Your add-in supports country-specific address formats -- which means, when your users create a new contact or account, the address fields relevant to the selected country appear. The country-based address fields are all available in a single field called Primary Address.

To enable the country-specific address fields in the Contacts and Accounts pages, you must create new page layouts for the Contacts and Account pages and add the Primary Address field.

Here's how you do all that:

  1. In your Sales Cloud, go to CX Office 365 Designer: Application Composer > Common Setup > Productivity Applications Setup > CX Office 365 Designer.

  2. Click the menu icon in the Office 365 Designer.

  3. Create new layouts for Contacts and Accounts pages.

  4. In the layouts, add Primary Address.

    Note: If you have existing custom layouts, then delete the old address fields and add Primary Address.
  5. Click Save.

After adding Primary Address, the application moves details from your old address fields into the Primary Address fields, and country-specific address formats take effect. If user gave invalid address in the older fields, the synchronization fails. However, users can resolve the sync issues by correcting the address details.

Enable Advanced Sharing Mode

If you have made any task or appointment fields mandatory in your custom layouts, turn on the Advanced Sharing mode. This mode ensures that users don't miss entering information in mandatory fields. Also, when this mode is on, the application shares users' emails or appointments beyond the ones that are under the Related Records tab.

Here are the steps to turn on Advanced Sharing:

  1. Enter a sandbox and open Office 365 Designer by going to Application Composer > Productivity Applications Setup > CX Cloud Office 365.

  2. Expand the side panel and go to Related Records.

  3. Create a new layout and name it in a way that it indicates it's being used for 'Advanced Sharing'.

  4. Save the layout.

  5. Re-open the layout you just added.

  6. In the layout details section, turn on Advanced Sharing Mode.

  7. Save the layout.

  8. Test your new layout and publish the sandbox.

Migration from Microsoft Outlook to Office 365

Overview of Migrating from Microsoft Outlook to Office 365

Oracle offers several products that let you integrate your sales application with Microsoft or Google email and calendar applications. Before finalizing a product, review all your options and choose the product that best addresses your needs.

Use Oracle Sales Cloud for Office 365 to maximize productivity by accessing your cloud service data.

Before You Migrate from Outlook to Office 365

Use Oracle Sales Cloud for Office 365 to maximize productivity by accessing your cloud service data.

Here are the prerequisites for an efficient and error-free migration from Outlook to Office 365:

  • Enable the Migration Enabled option using the Manage Office 365 task. This task in the Setup and Maintenance work are is part of the Sales offering in the Integrations functional area.

  • Backup your contacts and activities.

  • Run a complete synchronization on your Outlook client.

    1. Uninstall Oracle Sales Cloud for Outlook add-in from all the computers.

    2. On each computer, start Outlook and click send/receive to synchronize all changes with Exchange server.

      Ensure that there's no CRM data in Outlook storage.

Note: This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle doesn't control and is not responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle isn't responsible for the security, protection, or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that is transmitted to such Microsoft sites or platforms or services. You are solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the right to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.

Migrate from Outlook to Office 365

Depending on your current configuration, perform the appropriate procedure to migrate to Office 365:

Current Configuration Migration Procedure

Outlook 2016 (Office 365 Pro Plus)

Office 365 Exchange

  1. Uninstall your Microsoft Outlook client.

    See the Uninstalling chapter in the Deploying Sales for Outlook guide.

  2. Configure and install the Oracle Sales Cloud for Office 365 add-in.

    See Installing Oracle Sales Cloud for Office 365: Procedure

  3. Run the Oracle Sales Cloud for Office 365 Sync Engine to synchronize contacts, appointments, and tasks between your sales application and Office 365.

Outlook 2013 (Exchange 2013)

Outlook 2016 (Office 365 Exchange)

  1. Upgrade Exchange 2013 to Office 365 Exchange.

  2. Uninstall your Outlook client.

    See the Uninstalling chapter in the Deploying Sales for Outlook guide.

  3. Install Outlook 2016 (Office 365 Pro Plus)

  4. Configure and install the Oracle Sales Cloud for Office 365 add-in.

    See Installing Oracle Sales Cloud for Office 365: Procedure

  5. Run the Oracle Sales Cloud for Office 365 Sync Engine to synchronize contacts, appointments, and tasks between your sales application and Office 365.

FAQs for Migration

How can I prevent duplicate contacts and activities from being created in the new client?

The Oracle Sales for Office 365 add-in checks for duplicate contacts, appointments, and tasks before they are shared with the server. There is no de-duplication process at the Office 365 client. All synchronized data from your sales application are created in the client as new records during the first synchronization process. Subsequent synchronization processes maintain the server-client links. For synchronizing with your sales application from the client, there are duplication checks for contacts, based on the first name, last name, and email address. There is no duplication check logic for appointments and tasks.

What happens if I have not backed up my contacts and activities?

If you haven't backed up your contacts and activities, and an unexpected issue occurs, you may lose your data. You must back up your data before the migration process starts.

How can I resolve conflicts?

Use the Conflict Resolution page in the client, to manage the conflicts.

What happens if migration completes before I uninstall my client?

If Exchange server has been migrated, but the Oracle Sales Cloud for Outlook add-in was not uninstalled, then the following issues can occur:

Case #1

I have uninstalled and re-installed the client after the Exchange migration to make it working with a new email profile.

After re-installing the add-in and starting Outlook, the application detects old configuration with "Data structure collision" message and prompts to remove it. At this point, these are the possible results:

  • Old data is successfully removed and new data structure is applied. No issues occur.

  • Failed to remove previous data. Reinstall the add-in. If reinstalling does not solve the issue, then you must clean the Outlook storage using the MFCMAPI tool. (Log a new Service Request).

Case #2

After re-installing the Oracle Sales Cloud for Office 365 add-in and starting Outlook, the application shows "no data structure collision" message, but old data and custom folders still exist in Outlook storage. New data structure was along with existing data structure.

If you proceed with First Run Assistant, this may lead to numerous duplicates and collisions during first synchronization. To prevent this, you must cancel First Run Assistant and proceed with manual storage cleanup using the MFCMAPI tool. (Log a new Service Request).

Case #3

The following error occurs repeatedly: To correctly apply the Oracle Sales Cloud for Outlook update, Outlook must be restarted. Save your changes, close Outlook, and then start it again.

What happens to the pre-migrated configurations?

Office 365 doesn't use any previous configurations from Classic Outlook. You must re-configure Office 365 for your business needs.

What happens to my offline sales application data?

All the offline sales application data created by the Classic Outlook are deleted by the uninstallation process. There is no offline data for the new Office 365 client.

How can I categorize a contact in the Outlook Web Application?

In the Outlook Web Application, you cannot categorize a contact.

To synchronize any contact from Office 365 to your sales application, you must tag the contact with the Oracle Sales Cloud category. Then synchronize the contact using the Microsoft Outlook Desktop Client.