19Office 365

This chapter contains the following:

Use the Oracle add-in for Office 365 to maximize productivity by accessing your sales application data, such as emails 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 emails with your sales application.

Save your Office 365 emails in your sales application as activities and associate them with accounts, leads, and 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.

Keep in mind the considerations discussed in this topic as you get started with the Oracle Office 365 add-in.

Internet Explorer Prerequisites

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

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

  2. Add sites as trusted sites.

This table summarizes the actions:

Prerequisite 1 for Internet Explorer: Turn off the compatibility setting Prerequisite 2 for Internet Explorer: Add 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 it 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 Internet Explorer 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. (For example: https://something.oraclecloud.com)

First Time Sign In

The first time you 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.

Side Panel Components

Integrate your sales application and Office 365 to access your cloud data, such as contacts and appointments, through the side panel. You can also manage synchronization settings for contacts and activities using the side panel.

You see the side panel when you open an email. The side panel displays relevant information about all the known and unknown contacts associated with the email.

Here are the three main regions of the side panel:

  • Records

  • Connections

  • Activities

Records

View the accounts, open opportunities, and open leads associated with the contact in the Records tab. Associate an email as an activity with any of the accounts, opportunities, and leads. Resources on the email are automatically added to the activity.

Note: If the contact you're viewing isn't the primary contact of a lead, the lead isn't displayed as a related record.

Connections

View a list of resources from your company who have interacted most with the contact. These connections are listed in the order of resources with most interactions to resources with least interactions. Interactions are a set of emails, appointments, and calls with the contact.

You can view interactions from the current month, back to the first email, appointment, or call logged against the contact. You can also select a specific month or year to view activity history for that point in time.

Activities

View the history of a contact's activities in the Activities tab. You can also create, edit, and delete activities, such as appointments and tasks using the side panel.

The activities created, edited, or deleted in the side panel are automatically updated in your sales application. However, if you import an activity to your sales application and synchronize it with Office 365, the activity exists in Office 365, even after you delete in your sales application. You must delete the activity in Office 365 as well.

Search Using the Side Panel

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.

Note: The fields exposed on these pre-defined saved searches can't be removed even if they're saved with a different name. If needed, you can modify their criteria.
Saved Search What Gets Searched

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.

Create Contacts from the Side Panel

Add contacts to your sales application from your Office 365 account and maintain a consolidated list of contacts to work more effectively. Use the side panel to identify which of your contacts, from an email, exist in your sales application and which you need to add.

Add Contacts to Your Sales Application

You must have an email open in Office 365 Outlook to add a contact to your sales application. If your contact already exists in the sales application, the side panel displays the name of the contact. If the contact doesn't exist in the sales application, the Office 365 home page prompts you to add the contact.

Here's how you can add a contact to your sales application:

  1. Open an email in Office 365.

  2. Click Create Contact.

  3. In the Create Contact page, add details like first name, last name, or mobile number. The Email field already shows the Email ID of the sender. Change it, if needed.

    • The add-in tries to match the details of your existing Outlook contacts that aren't shared with Oracle yet. If there are any matches, the people icon on the top of the page shows the number of matching records. Click the icon to see if the contact you were trying to add is in the list. If yes, select that record and click the Copy Details button. The details are copied from Outlook.

    • If there are no matching records with Outlook contacts, fill in the required information about your new contact.

  4. Usually, the contacts you add are all business contacts. So, you may want to tie the contacts to the accounts they belong to.

  5. Fill in other details such as job title, affinity, mobile or work phone.

  6. For the address fields, you can use the account address of the contact instead of typing in their personal address. To do so, select the Use Account Address check box beside the Country field.

  7. Save the contact. The full name of the contact you just added, appears in the side panel confirming that the contact is added to your sales application.

    Note: All the contacts you add appear in the Contact List view. If your contact list is too big, use the search option to look up for a contact. When looking up, enter first name of the contact and press Enter key on your keyboard, so that, the add-in searches for the contact details in the server as well.

To edit or open the contact in your sales application, click the ellipsis icon on the home page and select the option you want.

Create Contacts Automatically

Your application can automatically create contacts who are part of a shared email sent to you or your sales team.

You have these options:

  • The application automatically creates the contacts

  • The application sends a notification and you follow the notification and create the contacts in the sales application

If your application has Oracle Data as a Service (Oracle DaaS) configured, then additional information from Oracle DaaS is used to augment the contact data.

Set Communication Preference of a Contact

Among your contacts, few people may not prefer to be called on phone, emailed, or get mails to their home or office address. You can indicate the communication preference as 'Do Not Call', 'Do Not Email', or 'Do Not Mail' from the Oracle add-in. If you have set do-not-contact preferences in sales application, the add-in indicates them in the Contacts list view.

Here are the steps to turn on these communication preferences from add-in:

  1. Open Contacts from the Menu.

  2. For an existing contact, open their details in the Edit mode. For a new contact, set the preference when creating the contact.

    • Do Not Call is available on the contact number fields. Once you set this, the indicator reflects for all the contact numbers.

    • Do Not Email is available on the Email fields. Once you set this, the indicator reflects for all the email IDs of the contact.

    • Do Not Mail is available on the Address fields. Once you set this, the indicator reflects for all the addresses of the contact.

  3. Save the contact.

Share Contacts

As part of sync process, contacts from Office 365 are shared to and from your sales application, mediated by the Oracle add-in. When contacts are synced from Outlook, the add-in uses the company name of the contact to determine the Sales Cloud account for that contact. If a unique account can be determined, the contact will be associated to that account.

Example of Familiarizing with Contacts Using Top Connections

If you're a new salesperson who just took over a sales account and want to learn more about that account from your colleagues, look at the Top Connections tab. Here, you can see the salespeople from your company who interacted the most with the contacts on your customer side. You can connect with such colleagues and learn more about that sales account and people on that account. Take a look at this example where Robin prepares himself before he starts communicating with his new customer, Smith.

Scenario

Robin Marlow is a salesperson in Penny Pack LLP. He spends a significant amount of time working on Outlook. Recently, he took over Service Sales in the North America region and is introduced to several new accounts that he's not familiar with.

Robin receives an email from Smith Wilson of First Software.

  • He looks through the top connections to see if anyone from his company has worked with Smith in the past and decides that Daniel Grayson is the ideal resource to contact.

  • He views Smith's upcoming activities through the side panel and finds that Smith has an appointment scheduled with Daniel.

  • He creates a task to call Daniel later in the day to learn more about Smith and the appointment scheduled for next week.

Robin's call with Daniel gives him details about Smith's interests and activities and Robin is now better informed about the contact before he interacts with him.

Add Objectives to Your Appointment, Call Report, or Tasks

From the Oracle add-in, you can add goals or objectives you want to achieve or have achieved from an appointment, call report, or task. With objectives laid out, you can stay focused on what you want to target and gain from these meetings or tasks.

Here's how you can add objectives to your appointments, call reports, or tasks:

  1. In the add-in, open an Appointment, Call Report, or Task for which you want to add objectives. Go to the Edit mode.

  2. In the Activity Objective section, use the + icon to add the objectives. The add-in shows default objectives. You can create custom objectives as well. To create custom objectives, enter your objective's name in the text field that has the watermark 'Create custom objective' and press the Create button.

  3. Next, opt the objectives and add them to the appointment, call report, or task.

  4. If an objective is already met, mark it as Complete.

  5. Save the appointment, call report, or task.

Example of Sharing Emails and Appointments with the Sales Application

Share emails and appointments that you send or receive from your Office 365 account with your sales application.

You can share emails and appointments related to a specific account, opportunity, or lead with your team in your sales application to provide them with any relevant information or history related to the customer. Sharing emails and appointments associates the email or appointment as an activity with the relevant account, opportunity, or lead. You can also search for other accounts, opportunities, and leads that you have access to. Related known contacts or resources are added to the activity in your sales application.

Share Email

Let's say you're a sales person handling the North America region for laptop sales. You're in conversations with a customer on their requirement for your new range of laptops.

You have just received an email reply from the customer with some questions on pricing. You would like to associate this email with an existing opportunity in your sales application so that you can share it with your manager and other salespeople on your team.

Open the email to view the side panel. Click Share Email on the Related Records tab. On the Share Email page, search for and select the relevant opportunity, and click Save. You have now saved your email in your sales application as a task for the selected opportunity, making it available for your team to review. When salespeople open the opportunity, they can now view this email as an activity associated with the opportunity.

Share Appointments

To further discuss the customer's requirement, you decide to include them in an existing appointment that you have with your manager.

Open the appointment to view the side panel. Click Share Appointment on the Related Records tab. On the Share Appointment page, you search for and select the customer, and click Save. You have now saved your appointment in your sales application and shared the activity with the customer.

Note: If you don't find the Share button, contact your administrator. They can turn on a setup option that shows the Share button on the tab.

Share the Appointment Received from an Email ID Held by Multiple Contacts

Assume you received a new appointment from a contact. You find that more than one existing contacts in your Sales Cloud uses the same Email ID from which you received the appointment. You can share that appointment with one or more of the contacts that share the same Email ID. Let's see the steps to share such an appointment with your contacts:

  1. Select the appointment you want to share with the Sales Cloud. The Oracle add-in home page shows a number on top of the contact photo. The number corresponds to the number of contacts sharing the same Email ID from which you received the appointment.

  2. You can edit the contact's Email ID if different. This way, you can get rid of email duplication.

  3. Click Share Item to share the appointment to the Sales Cloud. The Share page shows the list of contacts sharing the same Email ID. By default, you find that all the contacts marked. You can deselect the contacts not relevant with the Email ID.

  4. Click Share. The add-in shares the appointment successfully with the Sales Cloud, updating all the contacts associated with the Email ID. You find that the appointment is now labeled as 'Shared with Oracle'. In the Oracle add-in, you can see the shared appointment under the Primary Contact only, though the appointment is shared with all the contacts that share the Email ID.

Example of Creating Activities in the Side Panel

Create activities, such as appointments and tasks, in the Office 365 side panel.

Here is the key decision for this scenario:

Decisions to Consider In this Example

Should I create my sales application activity in Office 365?

Yes, use the Office 365 side panel to create an appointment that's automatically synchronized with your sales application.

Create an Appointment

  1. Open an email from the contact you want to schedule an appointment with.

  2. Click the Activities tab on the Office 365 side panel.

  3. Click Create and select Appointment.

  4. On the Create Appointment page, enter all the details. Invite contacts and resources for the appointment.

  5. Select attachments that you want to include in the appointment.

    The attachment size for the file types .jpg, .png, .m4a, .mp3, .gif, .pict, .aac, .wav, and .tiff must not exceed 2 MB whereas the attachment size for the file types .ppt, .doc, .xls, .mov, .mp4, and .avi must not exceed 25 MB. The attachment size for any other file type must not exceed 10 MB.

  6. Click Submit.

    The appointment you just created appears on the Activities tab in the side panel and also in your sales application.

    When you change the owner of the activity and save your updates, then the application does not remove your sign-in information from the invited resources. The new owner must sign in to the application to remove you as the original owner from invited resources.

View Service Requests

Use the service request functionality to review and update service requests in the side panel, without explicitly going into your sales application. You can also link service requests to emails to send to or receive from your customers.

Service requests are available here:

  • Related records in the side panel

  • Related items in the Accounts and Contacts tabs.

Click on an applicable service request to see its details.

Sync Records with the Sales Application

Save time by using the synchronization feature. Sync your Office 365 and sales application data by running the sync engine.

The sync engine comprises these regions:

  • Enable sync

  • Contact sync settings

  • Activities sync settings

  • Sync summary and errors

Enable Sync

You can enable or disable the sync engine. If you enable the sync engine, then the application runs the synchronization process at scheduled intervals. If you disable the sync engine, then the records aren't automatically synced between Office 365 and your sales application.

Contacts Sync Settings

Use this region to set the parameters for syncing contacts. You can select the list of contacts that are synced. Additionally, you can select the conflict resolution rule.

Resolution Option Description

Cloud version wins

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

Outlook version wins

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

You decide

You select the way you want to resolve the conflict if there's a conflict.

Activities Sync Settings

Use this region to set the parameters for syncing appointments and tasks. You can select the list of appointments and tasks that are synced. Additionally, you can select the conflict resolution rule.

Resolution Option Description

Cloud version wins

The appointments and tasks in your sales application overwrite the appointments and tasks in your Office 365 account.

Outlook version wins

The appointments and tasks in your Office 365 account overwrite the appointments and tasks in your sales application.

You decide

You select the way you want to resolve the conflict if there's a conflict.

Summary of Sync Errors

Here you can see the sync summary and list of errors when sync fails.

The summary is segregated into three regions:

  • Last sync: This region displays information of the latest sync.

  • Outlook: This region displays the number of appointments, tasks, and contacts synced to your Outlook account.

  • CX Sales: This region displays the appointments, tasks, and contacts synced to your sales application account.

Note: The synced records can either be new records added to your account or existing records updated with new information.

The error region displays the appointments, tasks and contacts that weren't synced, along with the nature of the error. From here you can go to the individual records and fix the errors. You also have the option to display only the resolvable errors. You can't update those records whose errors you can't resolve.

Fix Resolvable Sync Errors

When contacts, appointments, and tasks from Office 365 are synced to the sales application, you may get errors due to invalid or missing information in them. Most of the errors due to deficient information are resolvable just by correcting or updating that information.

Here's how you can fix such errors:

  1. Go to Synchronization.

    Note: The Resolve Errors button only appears on the Synchronization page if the errors are resolvable.
  2. Click Resolve Errors. In the Errors list page, you can see the resolvable errors with an Edit icon.

  3. Click the Edit icon to go to the respective Contacts, Appointments, or Tasks page that has the errors.

  4. Fix the errors and click Save. After save, the Oracle add-in directly saves the records to the sales application, and takes you back to the Errors list page to resolve pending errors.

Sync Emails with the Sales Application

To make your work more efficient, use the Office 365 add-in that automatically syncs emails originating from a sales application contact.

Here are the options:

  • Select a group of contacts for auto-sharing. All emails that you send to this group or receive from this group are automatically synced.

  • Select individual contact for auto-sharing. All emails sent to these contacts or received from these contacts are automatically synced.

  • Select individual to exclude from auto-sharing. All emails sent to these contacts or received from these contacts aren't synced. Even if these contacts are part of a group that are tagged for sync, they aren't synced.

See Opportunity Quotes and Download the Proposal

From the Oracle add-in, you can see quotes for your opportunities. If a proposal was generated for a quote in the sales application, you can download it from the add-in. Here are the steps to view quotes and download the proposal associated with a quote:

  1. Open an opportunity and go to the Quotes and Orders tab.

  2. You can see the details, such as Quote name, status, amount, and version.

  3. If a quote has a proposal generated in your sales application, you can find the link to the proposal. Click the link to download the proposal. Proposal is downloaded as a PDF file.

  4. To view the corresponding record of this quote in your sales application, select the 'Open in CX Sales' option from the menu (ellipsis icon ...).

FAQs for Office 365

Can I open sales application records from the Oracle add-in?

Yes. From the add-in, you can open sales application records of contacts, appointments, tasks, call reports, and custom pages. To do so, open the menu (ellipsis icon ...) from their detail page and use the 'Open in CX Sales' option. The corresponding record shared with your sales application opens in your default browser page.

What happens when I share an Office 365 email with my sales application?

The shared email is associated as a task with the relevant account, opportunity, or lead. Related known contacts or resources are added to the task on your sales application.

How can I share an email with my sales application?

Use the Share Item feature to share your email with the sales application.

  1. Click Share Item on the Records tab.

  2. Select the appropriate accounts, contacts, and sales leads.

  3. Click Share.

The application shares your email with the selected parties. Notice that Office 365 has categorized your email as Shared with Oracle. All information in the email is saved as an activity of the type email. Go to the Activities tab and select this activity to see the details. You can download the email body from the attachments section.

You can similarly share appointments that you compose in Office 365.

How can I send a call report as an email?

Open a call report in its detail view. Within the menu (ellipsis icon ...) use the option Send as Email. Outlook opens a draft email that has link to the call report, some default content, reference to the meeting, and attendees of the meeting. The To field shows email IDs of contacts and assignees of the call report. You can change the content, add more people as recipients, or copy people to the email. Send out the email when ready.

Can I share my Office 365 email attachments with my sales application?

Yes, you can. Click Share email in the Related Records tab. From the list of contacts, accounts, and attachments associated with the email, select the attachments you want to share, and click Save. Attachments must not exceed 25 MB.

Why doesn't the category of my email show the sales application after I share it?

The category is added to your email only after Outlook updates the inbox. To categorize instantly, click Send/Receive on the Office 365 ribbon. Click Update Folder and select the email.

What happens if I create or update records in the side panel?

When you create contacts, tasks, or appointments using the side panel, the records are automatically synced with the sales application, and the application creates the corresponding records both in the Office 365 add-in and in the sales application. This action isn't dependent on the sync settings.

When you or another user updates a contact in the side panel, the application automatically updates it in Office 365 as well. Similar is the case when you update appointments and tasks. But, when another user, not the owner, updates an appointment or task, then the sync engine deleted the linked appointment or task in Office 365.

Note that when you delete any of these records, the corresponding records aren't automatically deleted in the sales application. The sync engine deletes the records when the next sync process runs.

Why can't I open the sales application records from the Office 365 side panel?

You can't open the records because the profile option FND_CLASSIC_INTERFACE is enabled. Disable this profile option to view your sales application records from the Office 365 side panel.

Why aren't my sales application user preferences visible in the Office 365 side panel?

Any change that you make to user preferences in your sales application is reflected in the side panel only after you sign out of the add-in, restart Outlook, and sign in again.

Why didn't the invitees within my organization get notification when I updated a meeting I created?

While creating a meeting, ensure that you select the category as 'MS allows invitee record update'. So that, whenever you update the meeting after it's shared with the sales application, your invitees will receive notifications about the update.

Will my internal and external invitees be notified when I update a meeting shared with my sales application?

Yes. If you have shared your appointment with the sales application, your internal and external invitees will receive notification when you make updates.

Can I share a meeting I received from an external contact with the sales application?

Yes. If you're a resource in the sales application and an active user of the Office 365 add-in, the appointment created by an external contact showing up in your Outlook is shared with the sales application. If the external contact updates the meeting, the updates are also shared automatically with the sales application.

Why can't I share a meeting created by an internal contact with the sales application?

Meetings created by a resource who's not an active user of the Office 365 add-in can't be shared by invitees with the sales application.