10Workspace

This chapter contains the following:

Improve Sales Productivity with Workspace

Workspace improves and speeds up searches and makes key sales information available all within a single, unified work area. No more navigation to the Opportunities work area to see your key opportunities and then to the Leads work area to work on your leads. But there's more. The Workspace UI is built on top of Adaptive Search, a high-performance search engine that provides keyword searching and enhanced filtering capabilities. When you enable different objects for Workspace, you're setting up the indexes for Adaptive Search and enabling those objects not just for the UI , but also other features that use the new search technology. These include Global Search Powered by Adaptive Search, and REST web services.

You can enable the following objects for Workspace:

  • Account

  • Activity

  • Asset

  • Contact

  • Lead

  • Opportunity

  • Partner

  • Partner Contact

  • Product

  • Product Groups

  • Quotes and Orders

  • Service Request

Not all the objects are sales objects. Partner and Partner Contact are only pertinent for Partner Relationship Management and Service Request for B2B Service. The Product and Product Group objects are for REST web services only. Enabling an object enables any custom child objects and any custom fields you created.

Workspace UI

After you enable Workspace, the Workspace UI icon appears on the Welcome (home) page.

Screen capture of the Workspace icon.

Salespeople can now do all of their work in Workspace instead of the individual work areas. However, you may want to enable individual work areas if you want to take advantage of these features not yet available in Workspace:

  • Mass update

  • Inline editing

  • Enrichment of multiple accounts on the page

Here are some key actions salespeople can do in Workspace and how you can configure their behavior. See the setup topics in this chapter for the configuration details.

How Salespeople Use Workspace What Administrators Can Configure

When salespeople open Workspace, they select the business object and saved search they want to display. The saved search determines the scope of any search you perform on the page.

You determine which business objects and saved searches are available to users. You can create your own saved searches targeted to specific roles within the sales organization or available to everyone. And you can specify which object and saved search appears when users open Workspace. Salespeople can create their own personal saved searches and override the administrator defaults.

You can enter one or more search terms in the Search field.

You can use related information for your searches. For an account, you can search by company name, the city where the account is located, or the primary contact at the company, for example. You can even search for an account by the name of the salesperson on the sales team.

The search results match whole terms, but you can use the (*) wildcard for partial words. For searches with multiple terms, you can use the OR and NOT operators. For example, searching for "Oracle NOT Portland" returns Oracle locations not in Portland.

The saved search you select determines the scope of your search. For example, if you select All Accounts, you are searching all accounts you can view. If you select My Accounts, then you are searching only the accounts that you own.

You can enable or disable the attributes available for search. Oracle enables the most common attributes for you, but you must enable the search for any child objects and fields you create in Application Composer.

You can view the filters used in the saved search by clicking the Show Filters link. You can also add filters of your own.

You can specify which additional fields users can add as filters and you can set up groupings of values the filters show. For example, you can break down opportunities by revenue ranges: 0 to 10,000, 10,000 to 100,000, 100,000 to 500,000, and 500,000 and up.

Filters show the most common values and the number of records in each. For example, a search of accounts with the primary industry as a filter, automatically displays the most frequent industries and the number of records for each. A search of opportunities using win probability as a filter, displays different ranges of win probabilities and the number of records in each range.

Your filter selections are additive, if you select Health Care as the primary industry and then Lisa Jones as the owner, Workspace displays only those Health Care accounts Lisa owns.

You can configure value ranges for numeric, corporate currency, percent and date filters. For example, you can configure value ranges for the opportunity win probability filter and other similar filters.

Salespeople can save any search criteria they enter as their own personal saved search.

You can create saved searches for use by the whole sales organization and you can tailor them to different roles.

Sales administrators and sales managers can download search results into an Excel spreadsheet.

You can remove the Export List button from the page using Application Composer. You can also enable other custom sales roles to use the button, by granting the privilege ZCA_WORKSPACE_EXPORT.

Note: Service users can keep multiple records open at the same time in nested tabs, a Workspace feature not available to the sales job roles provided by Oracle. If you want to provide salespeople with the same nested dynamic tab capability, you can create custom job roles with the following additional privileges:
  • Open Objects in Dynamic Tabs

  • Open Objects in Dynamic Tabs for FSCM

  • Open Objects in Dynamic Tabs for HCM

Here's a screenshot of the Workspace UI highlighting some of its key features.

Callout Number Feature Description

1

Select the object and saved search you want to display in Workspace.

2

Use the Search field to search within the constraints of the saved search you selected. If you selected My Accounts, you get to view and search only the accounts where you are on the territory or in the sales team. Selecting All Accounts, makes it possible for you to search them all.

3

Control the display of filters by clicking Display Filters and Hide Filters.

4

View the number of records in your search results.

5

Use filters to understand your search results and to narrow down your search further. Filters show you the items with the highest number of results, for example, the industries with most accounts or salespeople who own the most opportunities.

6

Log calls, take notes, create tasks, and take other actions on search results without having to drill down into them. For accounts, you can even create an opportunity.

Workspace showing sample list of accounts. The
page shows the open Filter panel with filters for Primary Industry,
Owner, and Type. Key features discussed in the text are highlighted
by callouts.

Here's a quick rundown of the Configure Workspace Search page. The rest of this chapter provides the details.

The Configure Workspace Search page is made up of four tabs:

  • Setup

  • Monitor

  • Configure UI

  • Configure Global Search

Setup

The setup tab includes the Quick and Advanced subtabs. You can select the business objects you want to enable in Workspace on the Quick subtab and click Publish to enable the search configuration provided by Oracle.

Screenshot of the Quick setup tab of the Configure
Workspace Search UI

On the Advanced subtab, you can change which objects and fields are enabled for search, how they're searched on, and other search configurations. You can also enable and disable objects for searching. Click Publish to save these changes. Once the publish job is complete, any user with permission to access an enabled object can search on fields enabled within the object, retrieve search results, create saved searches, and more.

The left side of the Advanced subtab shows the ready-to-use objects, including any custom objects or child objects you created in Application Composer. The right portion lists the fields, including any custom fields you created. You must publish your changes before they take effect. See the Configure Search Attributes section of this chapter for details.

Note: To enable search on custom fields and custom child objects, you must first publish them from the sandbox. You can't use the Configure Workspace Search UI within a sandbox.
Screenshot of the Advanced setup tab of the Configure
Workspace Search UI

Monitor

You can monitor the publish process as well as other indexing and maintenance processes on the Monitor tab. See the Monitor Workspace Background Processes topic for details.

Screenshot of the Monitor tab of the Configure
Workspace Search UI

Configure UI

You can use the Configure UI tab to specify which fields are available for selection as Workspace filters and for display as columns in search results. You can also set up filter value groupings or value ranges for date and numeric fields. Users can select these value groupings to filter search results. See the Enable Fields for Display as Filters and Search Result Columns topic for details.

Screenshot of the Configure UI tab of the Configure
Workspace Search UI

Configure Global Search

Global search enables you to search for any object to which you have access across CX Sales and B2B Services. Searches are performed across various fields and related objects and across custom fields. Results can be filtered based on objects and Last Updated Date.

Once you enable global search to use the adaptive search engine, you can use the Configure Global Search tab in Workspace to:

  • Configure objects to be included in Global search

  • Define attributes to be included in the search results

  • Define the format and content of Title, Line 1, and Line 2 of each matching record's search result.

For more information about how to enable Global Search powered by Adaptive Search, see the section Enable Global Search in this chapter.

Screenshot of the Configure Global Search tab of
the Configure Workspace Search UI

Overview of Workspace Setup

Here is a summary of the setup steps for enabling and configuring Workspace. You must have the Application Implementation Consultant job role to complete the setup. Only the first two setups are required. Detailed steps and navigation details are provided in the referenced topics.

When you enable the business objects you want to use in Workspace and change the way search is implemented, then you run the Publish indexing process for the changes to take effect. Other setups take immediate effect.

Here's a table that lists and describes the steps required to enable and configure Workspace. It also specifies whether you run the publishing process or not and refers you to the associated topics in this guide for more information.

Step Description Publish Required? Where to Get More Details

1

Enable the Workspace feature by clicking Configure Workspace Search task link.

NA

For detailed steps, see the Set Up Workspace topic in this chapter.

2

Open the Configure Workspace Search task and select the objects you want to use for Workspace on the Setup Quick tab.

To use the configuration provided by Oracle, click Publish to run the indexing process. Workspace is ready for use and accessible from the home page after the process completes. You can monitor the process progress by clicking the Publish link on the Monitor tab.

Yes

See the following topics in this chapter:

  • Enable Workspace

  • Monitor Workspace Background Processes

3

You can modify how search operates on the Setup Advanced tab of the Configure Workspace Search page. For example, you can specify which fields of an object and its related objects can be used in searches and displayed as search filters. Because Oracle configures the fields for you, setup is optional unless you want to enable search on custom child objects and fields, or to change Oracle's default search configuration.

You must run the Publish process for your changes to take effect.

Yes

See the Configure Search Attributes section of this chapter and the Monitor Workspace Background Processes topic.

4

You can configure search filters on the Configure UI tab of the Configure Workspace Search page. You can:

  • Specify which fields can be used as filters in UI searches and for display in search results

  • Define groupings of filter values for use during search.

    For example, you can break down opportunities by revenue ranges: 0 to 10,000, 10,000 to 100,000, 100,000 to 500,000, and 500,000 and up.

No

See the following two topics in this chapter:

  • Define Groupings of Values for Display in Search Filters

  • Enable Fields for Display as Filters and Search Result Columns

5

You can create and share saved searches for different roles in the organization. You must open Workspace to complete this setup.

No

See the Create and Manage Saved Searches topic.

Enable Workspace

Here's how to enable the Workspace UI and the underlying Adaptive Search.

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

    • Offering: Sales

    • Functional Area: Sales Foundation

  2. With the Sales Foundation functional area selected, click Actions (callout 1 in the screenshot), and select Change Feature Selection from the list (highlighted by callout 2).

    Screenshot of a partial Setup page displaying the
Sales offering and the Actions menu for the Sales Foundation functional
area. Callouts show the location of the Actions list and the Change
Feature Selection in that list.
  3. In the Edit Features: Sales Foundation page, click Enable for Configure Workspace Search.

    Screenshot of the Edit Features: Sales Foundation
page highlighting the location of the Configure Workspace Search feature
listing and Enable option.
  4. Click Done.

  5. Make sure the Sales Foundation functional area is selected.

  6. In the Show list, select All Tasks.

  7. Locate and click the Configure Workspace Search task link.

  8. On the Configure Workspace Search page, click the Setup tab.

  9. On the Setup tab, Quick subtab, select the objects you want to enable in the Workspace UI and index for Adaptive Search. Not all the objects are sales objects. Partner and Partner Contact are only pertinent for Partner Relationship Management and Service Request for B2B Service. The Product and Product Group objects are for REST web services only. Enabling an object enables any custom child objects and any custom fields you created.

    The available objects are:

    • Account

    • Activity

    • Asset

    • Contact

    • Lead

    • Opportunity

    • Partner

    • Partner Contact

    • Product

    • Product Groups

    • Quotes and Orders

    • Service Request

    Note: Making the selection on the Quick tab enables the default search configuration. Use the Advanced tab to modify search behavior and to enable custom objects.
  10. Click Publish.

    Your action runs an indexing process and an hourly index refresh for the objects you selected. You can monitor the progress of the indexing process on the Monitor tab. The process can take several minutes to complete, depending on your data volume.

  11. Click the Monitor tab and Publish subtab to monitor the process. After the process completes with a SUCCEEDED status, the Workspace icon appears on the Welcome page. If the process completes with errors, contact your help desk.

Global search powered by adaptive search results in a streamlined search experience across Workspace and Global Search. Predefined global search configurations control how the global search operates and looks. You can't edit these configurations, but you can duplicate them and edit the copies, or create your own from scratch.

Follow these steps to enable the Global Search powered by Adaptive Search:

  1. Click Navigator > Setup and Maintenance.

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

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Global Search Configurations

  3. On the Manage Global Search Configurations page, select the row Global Search powered by Adaptive Search and click the Duplicate icon.

    Note: You can't delete a configuration after you create it, but you can disable it.
  4. For the short name (identifier for your configuration), enter an alphanumeric code with uppercase letters and no spaces.

  5. Enter a user-friendly name and description for the configuration.

  6. Click the Display Name to edit this newly created configuration.

  7. Select the Pages subtab and click Create with these values:

    • For View Type, select Application.

    • For View ID, create rows with these values:

      • CrmPerformanceApp%

      • ORA_FSCM_UIAPP%

      • ORA_CRM_UIAPP%

      • ORA_CRM_SERVICESAPP%

      • ORA_SERVICEAPP%

      • SalesApp%

  8. If the Search Factory field is blank, enter this value: oracle.apps.crmCommon.globalsearch.elasticsearch.ElasticSearchFactory

  9. Select the Default check box to set this configuration as the default configuration.

  10. Click Save and Close.

Note: Only those objects that you enabled in Workspace search are available to users in Global Search.

For more information about enabling the objects in Workspace, see the related topic Enable Workspace.

Users can enter search terms in the global search box located at the top of each page to find all the records related to that search term. For example, entering the name of a contact as a search term retrieves not only the information about the contact, but also all of the opportunities, leads, and activities that mention that contact.

Configure Search Attributes

During Workspace setup, you can decide which fields of a business object and its related objects can be used in searches and displayed as search filters. For example, you can make it possible for salespeople to search for accounts using the account's primary contact name. You can also enable the account primary contact name for use in opportunity searches. When a salesperson searches on the account primary contact name in the opportunity Search box, the application lists all of the opportunities belonging to the accounts that have the individual listed as the primary contact.

Workspace supports relationships between the ready-to-use standard business objects. It also supports one-to-many custom relationships between standard and custom objects. Setup is done on the Advanced setup tab. You select the business object you want to set up in the left pane of the tab, and set the object's search properties in the right pane.

Here's a screen capture of the Advanced setup tab of the Configure Workspace page, highlighting the two panes.

Advanced tab of the Configure Workspace page with
the two panes highlighted.

Left Pane - Select Objects and Related Objects

In the left pane of the tab, you can:

  • Enable and disable each business object for Workspace by selecting its check box. (This is the equivalent of enabling the objects on the Quick Setup tab.)

  • Expand each object to view the hierarchy of related objects.

  • Select an object or a related object in the hierarchy to display its fields in the right pane.

As an example, here's a diagram of a portion of the related object hierarchy for opportunities and some of the fields each level of the hierarchy includes.

Object hierarchy and the fields at each level of
the hierarchy described in the text which follows.

Here's an explanation:

Hierarchy Level Object Name Description

1

Opportunity

Selecting the Opportunity top-level object in the left pane lets you specify the search operation for opportunity fields.

The list includes opportunity fields, such as name, asset, creation date, sales method, and sales stage and fields created by Workspace representing the related objects. These concatenated fields include all of the configuration settings for each related object.

For example, the Account field includes your configuration of search terms and settings for the Account object, the Contacts field includes the configuration for the Contacts object, and so on.

2

Account

An opportunity includes a field called Account where you enter the name of the account related to the opportunity. When you select Account in the left pane, the right pane only displays one field: Account.

The Account field in the right pane displays the identifying attribute name for the respective objects as follows:

Entity - Identifying Attribute Name

  • Account - Name

  • Activity - Subject

  • Asset - Asset Number

  • Contact - Name

  • Lead - Lead Name

  • Opportunity - Name

  • Partner - Name

  • Partner Contact - Name

3

Account

Selecting the Account object in the hierarchy displays the list of fields you can enable and configure for accounts. Configuring the Account object is the same as configuring the Account top-level object: the list of fields is the same and your selections affect all objects that include Account as a related object.

Right Pane - Configure Search Action for Your Selection

The right pane of the tab, Configure Fields, is where you control the search properties for fields of the object or related object you selected. Depending on the field, there are up to four options you can select:

Option What It Does

Enable

Enables the field for search. After you publish your setup and the indexing process completes successfully, you can:

  • Search using the field and include it in filters

  • Display it as a column in the Workspace table

Search by Keyword

This option is available for text fields only. Workspace can search text fields either as a single string or as individual indexed words. Selecting this option indexes individual words and enables fuzzy match and additional operators that you can use when searching the field. Fuzzy match makes it possible to search for similar spellings.

Selecting the Search by Keyword option, enables these operators:

  • All of the words

  • Any of the words

  • Contains

  • Ends with

  • Equals

  • Fuzzy match

  • None of the words

  • Not equal to

  • Starts with

Leaving the Search by Keyword option deselected, restricts you to these operators:

  • Equals

  • Exists

  • Is missing

  • Not equal to

Include in Parent Object

Makes it possible to search on the field using the Search box at the top of the Workspace UI.

The application copies all the fields marked as Include in Parent Object to a concatenated field that's made available for the search. If you select this option for five account fields, then the five are concatenated in a field and all five can be used in searching accounts. If you include too many fields as Include in Parent Object, the accuracy of the search may diminish.

Include in Object Reference

Enables the field for use in searches of related objects. For example, if you select this option for the Chief Executive Name on the Account object, you can enable this field also for searching opportunities.

Follow the procedure outlined in this example to make a field searchable in Workspace. The example shows you how to enable the Chief Executive Name for use in account and opportunity searches. The Chief Executive Name is a standard application text field but the same procedure applies to any field, even a custom field on a standard application object.

Suppose that you added the CEO name field to the Account UI and want to make entries in this field searchable. Here's a screenshot of the Edit Account page highlighting the location of the field.

Edit Account page with the Chief Executive Name
field. The field appears in the Account region.

To make the field searchable in Workspace involves these steps:

  1. You must make the field searchable for its business object.

  2. Optionally, you can enable the field for search of a related object.

  3. You must publish your configuration.

  4. If you want the field to be displayed in the UI, either as a filter or as a column in search results, then you must enable it for display on the Configure UI tab.

Make the Field Searchable in Its Business Object

Here's how you make the field available for searching its business object. For example, making the account searchable by the CEO name.

  1. Navigate to the Setup and Maintenance work area, and use the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Show: All Tasks

    • Task: Configure Workspace Search

  2. On the Configure Workspace Search page, click Advanced.

  3. Select the object or the related object where the custom field appears. The CEO name field is an account field, so you select Account.

    The field is listed in the Configure Fields: Account section. Here's a screenshot highlighting the location of the object (callout 1) and the field (callout 2).

    Screen capture of a portion of the Configure Workspace
Search page, highlighting the location of the Chief Executive Name
field. The Enabled, Include in Parent Object, and Include in Object
Reference options are selected.
  4. Select the Enable option to index the field for Workspace and make the field searchable.

  5. For a text field, you can select the Search by Keyword option to index individual words in the text. Your selection also enables fuzzy search (search that retrieves results with similar spellings) and other search operators, including All of the words and Any of the words.

  6. Select the Include in Parent Object option, so the CEO name can be used as a search term in the Search box.

    If you leave this check box deselected, users can't search for accounts using the CEO name in the Search box. But they can still add the Chief Executive Name field as a filter for accounts and search the field there.

  7. Select the Include in Object Reference option to enable the field for search in related objects. Make the selection if you want to use the CEO name when searching for opportunities, for example.

    If you didn't select the Include in Parent Object option, but select Include in Object Reference, then users searching opportunities can use the field as a filter only.

Make the Field Available for Searching in a Related Object

You can only make the field available for search in a related business object if you selected the Include in Object Reference option for the field.

  1. In the left pane of the window, open the object where you want to enable the search. For this example, Opportunity (callout 1 in the screenshot).

    Screenshot of the Advanced tab of the
  2. Select the field in the left pane, in this example, Account (Callout 2).

  3. In the right pane, select Enable (callout 3).

  4. If you want to use the field for searches in the Search box, then select the Include in Parent Object option (callout 4).

    If you don't select this option, but selected Enable, then the field remains available as a filter.

    The Include in Object Reference isn't relevant here. Here's a summary of the two use cases:

    Use Case Enable Include in Parent Object

    Users can search on the field using the Search box and add it as a filter during opportunity (or other related object) searches.

    Selected

    Selected

    Users can add the field as a filter, but can't search on it using the Search box.

    Selected

    Deselected

Publish Your Configuration

After making your option selections, click Publish.

Publishing triggers an indexing process that you can monitor on the Monitor tab, Publish subtab. Your new configuration becomes available after the indexing process completes. If the process completes with errors for some reason, contact your help desk.

Enable the Field for Use As a Filter in the Workspace UI

For the field to be used as a filter and added as a column in search results, you must enable it for display on the UI:

  1. In the Configure Workspace Search page, click Configure UI.

  2. To enable the field for use as a filter on its object (for example, to enable the account field to be used as a filter when searching accounts), do the following:

    1. Select the object in the left pane of the Configure UI tab.

    2. Select the Display in UI option for the field.

  3. To enable the field for use in the UI of other related objects (for example, to enable the account field as a filter in opportunity searches), do the following:

    1. Display the related object hierarchy for the object where you want to enable the filter in the left pane of the Configure UI tab. For example, select Opportunity (callout 1 in the following screenshot).

    2. Locate and select the field's object in the object hierarchy. For example, select Account (callout 2).

    3. Select Display in UI option for the field (callout 3).

      Screenshot of the Configure UI tab with callouts highlighting
the Opportunity object, the Account field and the Display in UI option.
  4. Click Save and Close.

By default, Workspace makes it possible for you to use the fields in the primary address in searching accounts using the Search box. For example, if you enter the word "main" as a search term when searching for accounts, the application returns accounts with the word "main" in their names as well as accounts with primary addresses on "Main Street", "Main Avenue" and so on. If your accounts have multiple addresses, you can broaden the search to include all of the addresses.

To broaden account searches to include all addresses for searching accounts:

  1. Navigate to the Setup and Maintenance work area, and use the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Configure Workspace Search

    The Configure Workspace Search page appears.

  2. Click Advanced.

  3. In the left pane of the tab, open the Account object to reveal its related objects.

  4. Select the Addresses related object.

    The right pane, Configure Fields: Account displays the concatenated Addresses field.

  5. Make sure the Enable option is selected for the Addresses field.

  6. Select the Include in Parent Object option.

    Here's a screen capture of the Advanced tab of the Configure Workspace Search page highlighting the selection of the Account Addresses in the left pane and the Addresses field with the selected Include in Parent Object option in the right pane.

    Screen capture of the Advanced tab of the Configure
Workspace Search page. The highlighted fields are described in the
text.
  7. Now that all addresses are included in account searches, you can exclude the primary addresses to avoid duplication. Primary addresses are already included in addresses.

    1. Select Primary Address in the left pane.

    2. Deselect the Include in Parent Object option in the right pane.

      Here's a screen capture of the Advanced tab of the Configure Workspace Search page highlighting the selection of the Primary Address in the left pane and the Addresses field with the Include in Parent Object option deselected in the right pane.

      Screen capture of the Advanced tab of the Configure
Workspace Search page. The highlighted fields are described in the
text.
  8. After making your selections, click Publish.

    Publishing triggers an indexing process that you can monitor on the Monitor tab. Your new configuration becomes available after the indexing process completes. If the process completes with errors for some reason, contact your help desk.

Set Up Searches on Related Object Attributes

Sometimes you want to enable the search on the attributes of a related business object. For example, you may want to find opportunities using the account owner or primary contact. Enabling this kind of search involves two steps:

  1. Specifying which object attributes are searchable.

  2. Enabling the related object for search.

For example, to make opportunities searchable by account attributes, you first make sure that the attributes you need are searchable for the Account object. You then open the Opportunity object and enable the Account related object for searching opportunities.

Specify Which Object Attributes Are Searchable

  1. Navigate to the Setup and Maintenance work area, and use the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Show: All Tasks

    • Task: Configure Workspace Search

  2. On the Configure Workspace Search page, click Advanced.

  3. In the left pane of the tab, select the top-level object. For example, to specify which account attributes are searchable, you select the top-level Account object.

  4. In the right pane, do the following for each field you want include in the search:

    1. Select the Enable option.

    2. Select the Include in Parent Object option.

      All of the fields with the Include in Parent Object option selected are included in the concatenated field and can be used in search. It is this field, with the same name as the object, that you enable for the related object.

      Here's a screenshot of the Advanced tab of the Configure Workspace Search page. It highlights the location of the Account object and Include in Parent Object option.

      Screenshot of the Advanced tab of the Configure
Workspace Search page. The highlighted fields are described in the
text.

    You're now ready to enable the search for the parent object.

Make the Related Object Available for Search in the Object

  1. In the left pane of the Advanced tab, open the object to reveal its related objects. For example, open the Opportunity object.

  2. Select the related object. For example, select Account underneath the Opportunity object.

    The right pane displays the concatenated field. For Account, the name of the concatenated field is Account.

  3. Make sure the Enable option is selected for the field.

  4. Select the Include in Parent Object option.

    Your action enables search on the attributes you enabled for this object.

    Here's a screenshot of the Advanced tab of the Configure Workspace Search page. It shows the selection of the Opportunity object and its Account related object in the left pane. In the right pane, the Include in Parent Object option is selected for the Account field.

    Screenshot of the Advanced tab of the Configure
Workspace Search page. The highlighted fields are described in the
text.
  5. Click Publish.

    Publishing triggers an indexing process that you can monitor on the Monitor tab. Your new configuration becomes available after the indexing process completes. If the process completes with errors for some reason, contact Oracle support.

Define Groupings of Values for Display in Search Filters

You can create different groupings of values for numeric, corporate currency, percent, and date fields. These groupings display when the field is used as a filter in a search. Users get an overview of the number of records in each value grouping and they can select the groupings to narrow down their search results even more. For example, you can break down opportunity revenue into different ranges: 0 to 10,000, 10,000 to 100,000, 100,000 to 500,000, and 500,000 and up. When users use opportunity revenue as a filter, they see how many opportunities fall in each range. Selecting a range automatically displays a list of opportunities in that range.

You can also place related records displayed together as a group based on account, country, rank and so on. This provides an overview of the records in each value and you can select a group list to narrow down your search results even more. You can also perform search based on the fiscal quarters.

Before you start to create a value group field, ensure that the field is enabled for Workspace and enabled for UI display before creating its value groupings. See the Enable Fields for Display as Filters and Search Result Columns topic for details.

Note: You can set up to a maximum of six filters. If you try to add more than six filters, you're prompted to remove filters to meet the maximum threshold of six.

Here's how to create a grouping of values for display as a filter in your search.

  1. Sign in as a setup user.

  2. Navigate to the Setup and Maintenance work area, and use:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Show: All Tasks

    • Task: Configure Workspace Search

    The Configure Workspace Search page appears.

  3. Click Configure UI.

  4. Select the object where you want to set up filter value groupings in the left pane of the tab. You may have to open up the object hierarchy. The fields for the object display in the Configure Fields tab on the right.

    Note: You can create filter value groupings only for fields that display a name of an existing grouping in the Define Groupings column. The Defined Groupings (checked) indicator (a check mark) in this column indicates filter groupings are created automatically. You can't create your own groupings for these fields.
  5. If a filter grouping supplied by Oracle already exists for the field you want to set up, then remove the filter from the field. You can't edit filter value groupings provided by Oracle.

  6. If no filter value groupings exist for the field, then click Search (the down arrow) to display the list of existing groupings and either select an existing grouping or click the Create link to create a new one.

    Here's a screenshot of a portion of the Configure UI Setup page. Callouts identify the relevant features.

    Callout Number Description

    1

    Selecting an object on the left displays its fields on the right.

    2

    A name in the Define Groupings column tells you that you can create filter groupings of your own. You must remove the existing filter groupings before selecting or creating a new one. You can edit groupings by clicking the name, but not those groups provided by Oracle.

    3

    A check mark in the Define Groupings column indicates filter groupings are created automatically. You can't create your own groupings for these fields.

    4

    Clicking Search (the down arrow icon) in the Define Groupings column displays a list of existing filters. Search is only available after you remove an existing grouping for the fields.

    5

    Location of the Create link

    6

    Selecting the Display in UI option makes the field available in the Workspace UI.

    Configure UI page with the Opportunity object selected
  7. If you're creating a filter for a date field, then do the this:

    1. Enter a unique filter name and description. The filter name appears in the list of existing filters whenever you're adding a new filter.

    2. In the Manage Date Filters region, use the Move buttons (arrows) to select the date ranges you want to use in the filter and change their order. You can't create additional date ranges.

      The image shows a screen capture of the Create Filter page for a date field.

      Create Filter window for a date field
    3. Click OK when you're done.

  8. If you're creating a filter for a numeric, corporate currency, or percent field, then do this:

    1. Enter a unique filter name and description. The filter name appears in the list of existing filters whenever you're adding a new filter.

    2. Create the filter value groupings. You can create up to 10 groupings. No gaps or overlaps are allowed between groupings. To create the groupings:

      1. Click Add (the plus icon).

      2. For the first grouping, you can select either the Less than or the Between operator and enter the low and high values as appropriate.

        Results with the high value you enter aren't included in the filter value range. If you enter a range of 0 to 10,000 then the filter value grouping displays records between 0 and 9,999.

      3. Subsequent groupings copy the high value from the previous grouping as the low value for the new grouping.

        The low value is inclusive. If the low value is 10,000, then the grouping displays results with 10,000.

        You can use the Between, Greater than and equal to and Equal to operators.

      This table lists the filter value groupings for a sample filter called Revenue Ranges.

      Function Low Value High Value

      Between

      0

      10,000

      Between

      10,000

      100,000

      Between

      100,000

      500,000

      Greater than or equal to

      500,000

      Not applicable. There's no high value for the Greater than or equal to function.

      This image shows a screen capture of the Create Filter page for the sample Revenue Ranges numeric filter.

      Screen capture of the Create Filter window for
a sample numeric field filter. The filter, called Revenue Ranges,
includes filter value groupings described in the text.
    3. Click OK when you're done.

  9. Ensure that the Display in UI option is selected for the fields you want to enable for use as filters in the UI. The fields are also available for display as columns in the search results.

  10. Click Save and Close.

The changes you made are reflected in Workspace. No publishing is required for the filter changes.

You can specify which fields are available for selection as Workspace filters and can be displayed as columns in search results and saved searches. The fields you enable by selecting the Display in UI option in the Configure Workspace page Configure UI tab are available for selection in the Edit Columns and Edit Filters windows.

To enable the fields for selection:

  1. Sign in as a setup user.

  2. Navigate to the Setup and Maintenance work area, and use the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Configure Workspace Search

    The Configure Workspace Search page appears.

  3. Click Configure UI.

  4. Select the object you want to set up in the left pane of the tab. You must open the hierarchy of related objects to get to some of the fields.

  5. Ensure that the Display in UI option is selected for the fields you want enabled as filters and for display in search results.

  6. Click Save and Close.

The changes you made are immediately reflected in the Workspace UI. No publishing is required.

Administrators can create and manage saved searches for different roles and for their own personal use. They can also assign a unique default saved search for each role. A default saved search is the search a user sees when first opening Workspace. Sales users can create their own personal saved searches, manage them, and assign their personal default saved search. These saved searches take precedence over what the administrator has assigned to them. You create and manage saved searches from Workspace itself rather than from the Configure Workspace Search page.

Overview of Manage Saved Searches UI

The Manage Saved Search UI contains the My List tab, Workspace List tab, and Defaults by Role tab. These allow administrators to manage their personal list of saved searches, assign saved searches to roles, and assign default saved searches to roles, respectively. These tabs are only exposed to administrators to:

  • Assign saved searches for user roles

  • Assign a default saved search for roles

  • Change a default saved search for roles

  • Perform overall role-based administration

Note: Workspace users can manage their own personal saved searches from the Manage Saved Searches page. However, they won't have access to the My List, Workspace List, or Defaults by Role tabs.

All sales users can create saved searches for themselves. But sales administrators can create saved searches for the whole sales organization and for specific sales roles. A default saved search is the saved search that's automatically displayed when the user first accesses Workspace. Oracle delivers predefined default saved searches for some user roles. For example, ready-to-use partner roles include Partner Sales Representative, Partner Sales Manager, and Partner Administrator.

From the My List tab, you can manage your own personal saved searches exclusively, separate from the saved searches that are shared with the broader organization. Here is a screenshot of the My List window.

A screenshot of the My List UI

From the Workspace List tab, you can share and manage saved searches with other roles. You can designate saved searches as shared with everyone, with specific user roles, or with no one. Here's a screenshot of what the Workspace List window looks like.

A screenshot of the Workspace List UI

The Defaults by Role tab enables you to define the default saved search for each user role. However, to assign a default saved search, you also must have permission to view that specific default saved search. Otherwise it won't appear in the list of saved searches to assign. Here's a screenshot of the UI.

A screenshot of the Defaults by Role UI

Manage List of Personal Saved Searches

Here are the steps to help you manage your own personal saved searches for a business object:

  1. Select the business object.

  2. From the same menu select Manage Saved Searches, then select the My List tab.

    Here's a screenshot of the list of items that appears when you click the selector. The image highlights the Manage Saved Searches task, the last selection on the list.

    List of work items that appears when you click
the work item selector. The image highlights the location of the Manage
Saved Searches task.

    The following screenshot shows the My List tab as seen by administrators. The table below describes the columns highlighted in the screenshot by callouts.

    Callout Number Column Name Description

    1

    My Default Saved Search

    This is the signed in user's personal default saved search. The user can keep the default saved search assigned by the administrator, or change the saved search to a different one contained in the drop-down list.

    2

    Manage List

    The business object containing the saved searches you're managing. For example, by selecting Accounts for Manage List, saved searches based on the Account business object will appear.

    3

    Show in List

    The saved search appears in the list of saved searches only when this option is selected. While you can't delete saved searches provided by Oracle, you can hide them by deselecting the Show in List option.

    4

    Name

    Name of the saved search.

    5

    Shared With

    You can share a saved search with Everyone (all job roles) in the organization or with Specific roles, (specific job roles). You can also select Only Me if you don't want to share with other job roles.

    Note: To share a saved search with other user roles, you must set the Shared With value here before proceeding to the Workspace List tab. If the correct Shared With value isn't set here, then it isn't possible to manage those saved searches in the Workspace List or Defaults by Role tabs.

    6

    Delete

    Deletes the saved search from the application. You can't delete saved searches provided by Oracle. You can only hide them.

    Manage Saved Searches window with callouts highlighting
the features described in the text.
  3. Update your personal saved searches. You can:

    • Rename saved searches you created

    • Hide any of the shared searches from the shared group by deselecting Show in List.

    • Specify searches for the whole organization by selecting Everyone from the Shared With list.

    • Specify searches for users with one or more specific job roles, by selecting Specific Roles from the Shared With list. The saved search can then be managed from the Workspace List tab, where you assign the specific roles permission to view the saved search. You must click Save before proceeding to the Workspace List tab.

    • Delete saved searches you created from the application by clicking Delete.

  4. Click Save and Close when you're done.

    If you're sharing a saved search with other user roles, click Save to proceed and manage those saved searches in the appropriate Workspace List or Defaults by Role tabs.

Share and Manage Saved Searches with Other Roles

The Workspace List tab lets you share saved searches with other roles, and manage that sharing. Saved searches can be designated as shared with everyone, with specific user roles, or with no one.

Here are the steps to help you manage and share saved searches with other roles:

  1. Select the business object.

  2. From the same menu select Manage Saved Searches, then select the Workspace List tab.

    Here's a screenshot of the list of work items that appears when you click the selector. The image highlights the Manage Saved Searches task, the last selection on the list.

    List of work items that appears when you click
the work item selector. The image highlights the location of the Manage
Saved Searches task.

    The following screenshot shows the Workspace List tab as seen by administrators. The table below describes the columns highlighted in the screenshot by callouts.

    Callout Number Column Name Description

    1

    Manage List

    The business object containing the saved searches that are shared across roles. For example, by selecting Accounts for Manage List, saved searches based on the Account business object will appear.

    2

    Name

    Name of the saved search.

    3

    Created By

    Shows the user name of the creator of the saved search.

    4

    Shared With

    You can share a saved search with Everyone (all job roles) in the organization or with Specific roles, (specific job roles). You can also select Not shared if you don't want to share with other job roles.

    5

    Roles

    When you select the Specific roles option, you must click Search (the people icon) and select the roles from the Search and Select dialog box.

    6

    Delete

    Deletes the saved search from the application. You can't delete saved searches provided by Oracle.

    Manage Saved Searches with Workspace List tab window
with callouts highlighting the features described in the text.
  3. Click the Workspace List tab to update the saved searches. You can:

    • Specify searches for the whole organization by selecting Everyone from the Shared With list.

    • Specify searches for users with one or more specific job roles, by selecting Specific roles from the Shared With list and then selecting the job roles by clicking Search (the people icon).

    • Delete saved searches you created from the application by clicking Delete.

  4. Click Save and Close when you're done.

    If you want to define the saved search as the default saved search for a user role in the Defaults by Role tab, or if you want to navigate to the My List tab, first click Save before you leave the Workspace List tab.

Define the Default Saved Search for each User Role

The Defaults by Role tab lets you define the default saved search for each user role. The default saved search is the saved search that will automatically display when the user first accesses Workspace. With the Defaults by Role tab, you can define or change a default saved search for any user role.

Here are the steps to help you define or change a default saved search for any user role:

  1. Select the business object.

  2. From the same menu select Manage Saved Searches, then select the Defaults by Role tab.

    The following screenshot shows the Defaults by Role screen as seen by administrators. The table below describes the columns highlighted in the screenshot by callouts.

    Callout Number Column Name Description

    1

    Role Name

    Name of the role associated with the default saved search.

    2

    Default Saved Search

    Displays the name of the default saved search associated with the role name.

    3

    Select drop-down list

    Select a default saved search in the drop-down list for the Role Name.

    Manage Saved Searches Defaults by Role window with
callouts highlighting the features described in the text.
  3. Click the Defaults by Role tab to define or change a default saved search for any user role.

    Note: Saved searches that you don't have permission to access, don't appear in the Default Saved Search drop-down list. To see the assigned default saved search in the drop-down list, and to assign the default saved search to a role, you must have permission to view the object underlying the saved search.
  4. Scroll the page until you see the role name and it's default saved search that you either want define or change for any user role.

  5. From the drop-down list select a new role name for the default saved search or change to a different role contained in the drop-down list.

  6. Click Save and Close when you're done.

    If you want to manage your saved searches in the Workspace List tab, or if you want to navigate to the My List tab, first click Save before exiting the Defaults by Role tab.

Create a Saved Search

Here's how you can create a saved search either for yourself or for others in the organization. The saved searches you create are available for selection in Workspace and also appear as filters in the actionable infolets. The saved searches are listed in alphabetic order.

  1. In Workspace, select a saved search as your starting point. For example, the All Accounts saved search provided by Oracle lets you create your saved search for all the accounts you can see.

  2. Enter your search terms. You can enter search terms in the Search box, add filters, select filter values, or any combination of these.

  3. You can add or change the columns displayed in the search results by clicking Edit Columns (the pencil icon highlighted by callout 2 in the following screenshot).

  4. Click Save As (highlighted by callout 1).

    Workspace with callouts highlighting the Edit Columns
and Save As iconsCreate Saved Search window
  5. Enter the name for your saved search. Remember that the saved searches are listed in alphabetic order.

  6. To make this saved search the default saved search for you personally, select the Set as my default saved search option. The default saved search is what you see whenever you navigate to Workspace.

  7. Specify how you want to share the saved search you're creating. There are three options:

    • Only Me

    • Everyone

    • Specific Roles

  8. If you selected Specific Roles, click Search (the people icon) and select the job roles.

  9. Click Create.

Generate Relevancy and Age User Context Feeds for Workspace Smart Lists

Smart lists are user-context-based saved searches that show users the most relevant search results based on business object activity and context. When you first configure Workspace, empty smart lists are available as new saved searches, such as My Smart List for Accounts and My Smart List for Leads.

As salespeople work on their tasks, the application learns what's relevant to each of them and automatically generates smart lists for accounts, contacts, leads, opportunities, activities, products, and partners. You can run processes to keep your smart lists relevant and in context for your users, while also ensuring that the application only shows the most up-to-date and current records.

Here's an overview of the setup steps covered here:

  • Set two profile options

  • Exclude users (optional)

  • Run two scheduled processes

Before You Begin

You can use relevancy feed generation processes to track and score what's relevant and is in context for a user. Relevancy scores are influenced, for example, by the last time a user interacts with an object, or how frequent they interact with the object.

To support and manage scores for smart lists, you need to set these profile options:

  • ZCA_UC_FEED_TIMEFRAME (Relevancy Feed Calculation Time)

    This profile option specifies the number of days to consider before creating a relevancy feed for a given user. The predefined value is 30 days, but you can change this value to suit your business requirements.

  • ZCA_UC_MAX_USERS_IN_CHILD_JOB (Maximum Number of Users Processed by Child Job)

    This profile option specifies the maximum number of users that a child job can process. The predefined value is 100 users, but you can change this value to suit your business requirements.

Exclude Specific Users from Score Calculations

Since relevancy feeds and scoring are primarily used to influence a sales user's user context, you can exclude specific users from score calculations by following these steps:

  1. Get a list of the GUIDs for those users that you want to exclude from the generate relevancy feed process.

  2. Submit a REST call to get a list of all user accounts to select the users to exclude. The following example shows how to retrieve all the user accounts by submitting a GET request on the REST resource using cURL.

    curl -i -u :"<username>:<password>" -H "Content-Type:application/vnd.oracle.adf.resourceitem+json" -X GET "https://<host>:<port>/hcmRestApi/resources/11.13.18.05/userAccounts"

    For information on the REST API, see the "Get all user accounts" section of the REST API for Oracle HCM Cloud Guide.

  3. Create a profile option at the site level with a name (for example, ZCA_UC_EXCLUDED_USERS) and include the comma-separated list of the user GUIDs you want to exclude for the profile option value.

    For more information on creating profile options, see the Create and Edit Profile Options topic in the Oracle Applications Cloud Implementing Applications guide on Oracle Help Center.

The guides listed here are linked in the Related Topics section.

Note: Your sandbox must be created as publishable to implement any changes you make. After you make changes, you need to publish the sandbox, sign out, and sign in again to your sales application.

Generate Relevancy Feed Process

While the application learns continuously, you specify how often you want the smart lists refreshed by running the Generate Relevancy Feed scheduled process.

Here's how:

  1. From the Navigator, go to Tools > Scheduled Processes.

  2. Search for and submit the Generate Relevancy Feed process.

    After the process completes successfully, smart lists are generated.

  3. Create your own schedule to run the Generate Relevancy Feed job to suit your business requirements:

    • Click Advanced.

    • Click the Schedule tab.

    • Select the Using a schedule option.

    • Select the frequency and start date.

      Note: Oracle recommends you run this process every three or six hours, according to your business requirements.
    • Enter an end date far in the future.

    • Click Submit.

  4. To view the most relevant results based on your users' object activity and context, go to Workspace and select one of the smart list saved searches.

Generate Age User Context Relevancy Feed Process

You can run the Generate Age User Context Relevancy Feed scheduled process at scheduled intervals to remove relevant items that are unchanged from the respective smart list saved searches after a defined activity period.

Here's how:

  1. From the Navigator, go to Tools > Scheduled Processes.

  2. Search for and submit the Generate Age User Context Relevancy Feed process.

    After the process completes successfully, relevant items in users' context start aging. The predefined aging period for smart list items is 30 days, which means that the application removes records unchanged for over 30 days.

  3. Create your own schedule to run the Generate Age User Context Relevancy Feed job to suit your business requirements:

    • Click Advanced.

    • Click the Schedule tab.

    • Select the Using a schedule option.

    • Select the frequency and start date.

      Note: Oracle recommends to run this process once daily to suit your business requirements.
    • Enter an end date far in the future.

    • Click Submit.

Monitor Workspace Background Processes

Workspace requires a number of background processes to run periodically. You can monitor these processes on the Monitor UI tab of the Configure Workspace Search page.

The Monitor UI tab includes subtabs where you can monitor the processes. The following table describes the processes, provides their default schedule, and explains what actions you can take on each tab.

Process and Tab Name Process Description Default Schedule Available Actions

Periodic Refresh

Indexing enables Workspace to find records based on keyword search terms entered, search filters, saved search criteria, and other search criteria. Periodic Refresh enables Workspace to search for imported records and records that have gone through the mass update process. While records you create and update in the UI are automatically indexed and made searchable within seconds, imported records or records updated by background processes aren't available for search until the process completes.

Every hour

  • Change the process frequency by clicking Schedule Periodic Refresh.

  • Start the process immediately by clicking Start Process.

  • Cancel Process cancels the instance of the process you selected.

Publish

Publishes the Workspace configuration you set up in the Quick Setup and Advanced Setup UIs.

No default. You must click Publish to run the process each time you make changes on the Setup tab.

Your changes become effective when the process completes.

You can monitor the progress of the publish process. Your configuration is live when the process completes successfully.

If the process fails to complete successfully, contact your help desk.

Maintenance

Backs up the current active meta model, removes older snapshots, and cleans up any search server index or snapshots that aren't associated with any workflow state of the meta model.

Note: Restore from Backup is disabled if a meta model is being published.

Runs daily

You can restore the current active Workspace configuration by clicking Restore from Backup. This action clears any saved changes that aren't yet published.

If you want to restore the last active Workspace configuration version click Revert to Previous Version.

Any other actions should be taken by your help desk.

Territory and Resource Hierarchy Refresh

Updates the index with sales territory and resource hierarchy changes.

Runs weekly

  • Change the process frequency by clicking Schedule Periodic Refresh.

  • Start the process immediately by clicking Start Process.

  • Cancel Process cancels the instance of the process you selected.

Update Aggregates

Updates the index with aggregate changes.

Runs weekly

  • Change the process frequency by clicking Schedule Periodic Refresh.

  • Start the process immediately by clicking Start Process.

  • Cancel Process cancels the instance of the process you selected.

Synchronize Access Rules Data

Updates access group object sharing rules.

Automatically runs when a job, Perform Object Sharing Rule Assignment Processing, or job set is submitted for a batch of access group object sharing rules for all the available assignment objects.

Depending on your requirements, you can change the process frequency by clicking Schedule Periodic Refresh. You can also manually Start or Cancel the process at any time.

Workspace Meta Models Types

Meta model encodes the information that's necessary to index the entities that are searched. Workspace supports the following meta models, each with a distinct workflow state.

  • Seeded Meta Model

    A ready to use model that's shipped to customers. You can click Restore Defaults to revert to the predefined meta model.

  • Sandbox Meta Model

    A modified version of the Workspace configuration is stored and saved when you make changes to the configuration and click Save or Save and Close.

  • Being Published Meta Model

    When the configuration changes are saved and you click Publish, the meta model is in a state of being published.

  • Active Meta Model

    When the full refresh job is completed successfully, it becomes the active meta model.

  • Archived Meta Model

    The previous successful version of the configuration becomes the archived meta model. There is only one archived version available.

Index Date Ranges for Workspace Objects

Workspace objects are categorized into transactional objects and reference objects. Transactional objects store CX Sales and B2B Service transactions while reference objects don't. The following sections outline how the search records for both types of objects are indexed.

Transactional Objects

When indexing transactional object search records for the first time, Workspace only index records that have the "Last Updated Date" within the last 365 days. Thereafter, records that are modified or created from transactional objects are incrementally added to the index. Here's a list of the Workspace transactional objects:

  • Activities

  • Leads

  • Opportunities

  • Quotes and Orders

  • Service Requests

Note: Workspace transactional object details are updated asynchronously during Near Real-time Indexing. The asynchronous update happens after the objects in the above list are refreshed.

Take a look at the following transactional object examples of what content is indexed for a specific action on a particular date for Opportunity records:

Date Action Index Content

Dec 15, 2018

Publish job is run

Records which have Last Updated Date > Dec 15, 2017

Jan 10, 2019

New Opportunity created with name Green Servers

All previously indexed records plus the new opportunity record (Green Servers) created

Jan 20, 2019

20 new opportunities created by an import job

All previously indexed records plus the 20 new records created (after the periodic refresh job completes)

Reference Objects

All records from the reference objects are indexed. Custom objects are treated as reference objects and hence all of their records are indexed. Here's a list of the Workspace Reference objects:

  • Account

  • Contact

  • Asset

  • Partner

  • Partner Contact

  • All custom objects

Configure Deep Links for Workspace

Deep links are links that point to another page. You can embed default Workspace deep link URL patterns for the supported and custom objects to any web page as a link. By clicking these deep links, your sales users can go directly to the details of the corresponding record within the context of Workspace.

In some cases, an additional parameter, subTabName, is also included in the URL. For example, this sample URL syntax:

http://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName%253D<EntityName>%253BsubTabName%253D<SubTabName>%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B

allows direct links to the specified subtab.

For each of the supported business objects, the table lists:

  • The URL pattern syntax

  • Whether or not the URL pattern supports a subtab name for the specific object

Tip: Copy the first part of the URL, https://<hostname>:<port>/, from your instance's actual home page.

Business Object URL Pattern Supported Subtabs

Account

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName%253DAccount
%253BsubTabName%253DOverview%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 
  • Overview

  • Profile

  • Sales Account Team

  • Contacts

  • Assets

  • Opportunities

  • Quotes

  • Leads

  • Relationships

  • Recommendations

  • Notes

Activity

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DActivity%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B

None

Asset

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DAsset%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 

None

Contact

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DContact%253BsubTabName%253DOverview%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 
  • Overview

  • Profile

  • Team

  • Opportunities

  • Leads

  • Assets

  • Relationships

  • Recommendations

  • Notes

  • Activities

  • Conversations

Lead

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DLead%253BsubTabName%253DSUMMARY%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 
  • Summary

  • Contacts

  • Qualifications

  • Sales Team

  • Activities

  • Responses

  • Notes

  • Opportunities

  • Conversations

  • Analytics_1

  • Analytics_2

  • Analytics_3

Opportunity

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DOpportunity%253BsubTabName%253DSummary%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 
  • Summary

  • Quotes

  • Contacts

  • Opportunity Team

  • Opportunity Partner

  • Activities

  • Notes

  • Assessments

  • Leads

  • Conversations

Partner

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_wor kspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DPartner%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B
  • Overview

  • Profile

  • Partner Account Team

  • Opportunities

  • Contacts

  • Activities

  • Enrollments

  • Notes

  • Deals

  • Leads

  • Conversations

  • Service Requests

  • Business Plans

  • Assets

  • Assessments

Partner Contacts

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_wor kspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DPartnerContact%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B

None

Quotes and Orders

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_workspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName%253DSalesOrderHeader%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 

None

Service Requests

https://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_wor kspace_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253DCRMServiceRequest%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B256%3B%3B%3B 
  • Messages

  • Interactions

  • Contacts

  • Team

  • Activities

  • Linked Articles

  • Milestones

  • Parts

  • Work Orders

  • Audits

  • Conversations

  • Action Plan

Custom Object

http://<hostname>:<port>/crmUI/faces/FuseOverview?fndGlobalItemNodeId=itemNode_work space_workspace&fndTaskItemNodeId=
ZCA_CC_INTERACTIVE_UI_CRM&fnd=%3BentityName
%253D<XXXX>%253BsubTabName%253DSUMMARY%253BrecordId%253D<RecordID>%253B%3B%3B%3Bfalse%3B2 56%3B%3B%3B 
Replace XXXX with the custom object's API name

None

Oracle provides you with a default Workspace search configuration as outlined here. For each of the supported business objects, the table lists:

  • The fields you can add as filters

  • The fields you can search using the Search box at the top of the Workspace page

Fields in parentheses can be included as filters. For example, you can filter an account by contact name, primary address, primary phone, and so on.

Business Object Fields Enabled for Use as Filters Fields Enabled for the Search Box

Account

  • Addresses

  • Contacts

    (Name, Primary Address, Primary Email, Primary Phone)

  • Created By

  • Creation Date

  • Emails

  • Industries

  • Instant Messages

  • Last Updated By

  • Last Updated Date

  • Name

  • Organization Types

  • Owner

  • Phones

  • Primary Address

  • Primary Contact

    (Name, Primary Address, Primary Email, Primary Phone)

  • Primary Email

  • Primary Industry

  • Primary Instant Message

  • Primary Organization Type

  • Primary Phone

  • Primary URL

  • Record Set

  • Registry ID

  • Team Members

  • Type

  • URLs

  • Name

  • Primary Address

  • Primary Contact

    (Name, Primary Address, Primary Email, Primary Phone)

  • Primary Email

  • Primary Industry

  • Primary Instant Message

  • Primary Organization Type

  • Primary Phone

  • Primary URL

  • Registry ID

Activity

  • Account (Name, Primary Address)

  • Activity

  • Asset (Asset Number, Serial Number)

  • Consumer

  • Contacts

    (Name, Primary Address, Primary Email, Primary Phone)

  • Created By

  • Creation Date

  • Date

  • Delegated By

  • Description

  • Due Date

  • Last Updated By

  • Last Updated Date

  • Lead (Lead Name)

  • Location

  • Meeting Minutes

  • Opportunity (Name)

  • Owner

  • Primary Contact (Name)

  • Priority

  • Private

  • Record Set

  • Start Date

  • Status

  • Subject

  • Team members

  • Type

  • Account (Name, Primary Address)

  • Consumer

  • Description

  • Meeting Minutes

  • Owner

  • Primary Contact

    (Name, Primary Address, Primary Email, Primary Phone)

  • Subject

Asset

  • Account (Name, Primary Address)

  • Asset Name

  • Asset Number

  • Competitor Asset

  • Consumer

  • Contacts

    (Name, Primary Address, Primary Email, Primary Phone)

  • Created By

  • Creation Date

  • Description

  • End Date

  • Install Date

  • Last Updated By

  • Last Updated Date

  • Manufacturer

  • Model

  • Product

  • Product Group

  • Purchase Date

  • Purchase Unit Price

  • Quantity

  • Record Set

  • Serial Number

  • Status

  • Team Members

  • Version

  • Year

  • Account (Name, Primary Address)

  • Asset Name

  • Asset Number

  • Consumer

  • Description

  • Manufacturer

  • Model

  • Product

  • Product Group

  • Serial Number

Contact

  • Affinity

  • Annual Income

  • Buying Role

  • Contact Role

  • Created By

  • Creation Date

  • First Name

  • Job Title

  • Last Contact Date

  • Last Name

  • Last Updated By

  • Last Updated Date

  • Middle Name

  • Name

  • Owner

  • Preferred Contact Method

  • Primary Account (Name, Primary Address)

  • Registration Status

  • Sales Profile Status

  • Type

  • Accounts (Name, Primary Address)

  • Addresses

  • Emails

  • Instant Messages

  • Phones

  • Primary Address

  • Primary Email

  • Primary Instant Message

  • Primary Phone

  • Primary URL

  • Record Set

  • Team Members

  • URLs

  • First Name

  • Job Title

  • Last Name

  • Middle Name

  • Name

  • Primary Address

  • Primary Email

  • Primary Instant Message

  • Primary Phone

  • Primary URL

Lead

  • Accepted Date

  • Account (Name, Primary Address)

  • Consumer

  • Contacts (Name, Primary Address, Primary Email, Primary Phone)

  • Conversion Reason

  • Created By

  • Creation Date

  • Deal Size

  • Estimated Close Date

  • Existing Contact (Name, Primary Address, Primary Email, Primary Phone)

  • Last Updated By

  • Last Updated Date

  • Lead Name

  • Lead Number

  • Owner

  • Primary Product

  • Primary Product Group

  • Products

  • Qualification Date

  • Rank

  • Reassign Reason

  • Record Set

  • Score

  • Source

  • Status

  • Team Members

  • Account (Name, Primary Address)

  • Consumer

  • Existing Contact (Name, Primary Address, Primary Email, Primary Phone)

  • Lead Name

  • Rank

Opportunity

  • Account (Name, Primary Address)

  • Asset (Asset Number, Serial Number)

  • Close Date

  • Consumer

  • Contacts (Name, Primary Address, Primary Email, Primary Phone)

  • Created By

  • Creation Date

  • Last Updated By

  • Last Updated Date

  • Leads (Lead Name)

  • Line of Business

  • Name

  • Owner

  • Primary Contact (Name, Primary Address, Primary Email, Primary Phone)

  • Primary Revenue

  • Record Set

  • Revenues

  • Sales Stage

  • Status Category

  • Team Members

  • Line of Business

  • Name

  • Primary Revenue

Partner

  • Addresses

  • Created By

  • Creation Date

  • Emails

  • Last Updated By

  • Last Updated Date

  • Level

  • Name

  • Owner (Name, Primary E-Mail, Primary Phone)

  • Parent Partner (Name, Owner, Partner Number, Primary Address)

  • Partner Contacts

  • Partner Number

  • Partner Types

  • Phones

  • Primary Address (Address, City, Country, State)

  • Primary Contact (Name, Primary Address, Primary E-Mail, Primary Phone)

  • Primary E-Mail

  • Primary Phone

  • Primary URL

  • Record Set

  • Registry ID

  • Status

  • Team Members

  • URLs

  • Name

  • Partner Number

  • Primary Address

  • Primary Contact (First Name, Last Name, Middle Name, Name, Primary Address, Primary E-Mail, Primary Phone, Primary URL)

  • Primary E-Mail

  • Primary Phone

  • Primary URL

Partner Contacts

  • Addresses

  • Certification Level

  • Certification Reason

  • Comments

  • Created By

  • Creation Date

  • Department

  • Department Code

  • Duplicate Type

  • Emails

  • Enrichment Status

  • First Name

  • Internal Job

  • Title

  • Last Assigned Date

  • Last Contact Date

  • Last Known Location

  • Last Name

  • Last Updated By

  • Last Updated Date

  • Middle Name

  • Name Partner (Name, Owner, Partner Number, Primary Address)

  • Phones

  • Primary Address (Address, City, Country, State)

  • Primary E-Mail

  • Primary Phone

  • Primary URL

  • Record Set

  • Registration Status

  • Title

  • URLs

  • First Name

  • Last Name

  • Middle Name

  • Name

  • Primary Address

  • Primary E-Mail

  • Primary Phone

  • Primary URL

Quotes and Orders

  • Account (Name, Primary Address)

  • Active

  • Amount

  • Contact (Name, Primary Address, Primary Email, Primary Phone)

  • Created By

  • Creation Date

  • Description

  • Last Synchronized

  • Last Updated By

  • Last Updated Date

  • Name

  • Opportunity (Name)

  • Owner

  • Placed On

  • Quote ID

  • Quote or Order Number

  • Record Set

  • Reference Code

  • Reference Number

  • Status

  • Valid To Date

  • Version

  • Win Status

  • Name

  • Quote or Order Number

Service Requests

  • Account (Name, Primary Address)

  • Asset (Asset Number, Serial Number)

  • Assigned To (Name, Primary Email, Primary Phone)

  • Category Name

  • Channel Type

  • Contacts (Name, Primary Address, Primary Email, Primary Phone, Registry ID)

  • Created By

  • Creation Date

  • Critical

  • Date Closed

  • Date Reported

  • Language Code

  • Last Updated By

  • Last Updated Date

  • Messages (Channel Type, Message Content)

  • Outcome

  • Owner Type

  • Primary Contact (Name, Primary Address, Primary Email, Primary Phone, Registry ID)

  • Problem Description

  • Product (Name)

  • Product Group (Name)

  • Queue (Queue Name)

  • Record Set

  • Reference Number

  • Reported By (Name, Primary Email, Primary Phone)

  • Resolution Code

  • Resolution Date

  • Resolved By

  • Severity

  • Solution Description

  • Status

  • Stripe Code

  • Team Members (Name, Primary Email, Primary Phone)

  • Title

  • Account (Name, Primary Address)

  • Consumer (Name, Primary Address, Primary Email, Primary Phone)

  • Primary Contact (Name, Primary Address, Primary Email, Primary Phone)

  • Reference Number

Users with permission to access a custom object can search on it in Workspace, search on one or more fields within the custom object, retrieve search results, and create saved searches for the custom object. Fields are searchable both in the Search box and in filters. Searching on top-level custom objects and their custom child objects is supported. Custom child objects of standard objects are also supported.

Workspace supports predefined relationships between the ready-to-use standard business objects. In addition, one-to-many relationships between objects and custom objects can also have a many-to-many relationship between each other. For example, a service request can have multiple employees working on it. At the same time, a single employee can work on multiple service requests. In this scenario, you would create a many-to-many relationship between the Service Request and Resource objects, where the related records from both objects store their primary identifiers in an intersection object.

Custom fields and custom child objects must be published from the sandbox before you configure Workspace to include them. You can't configure Workspace inside a sandbox. Follow this standard process:

  1. Create the custom fields and custom child objects using Application Composer while working in a sandbox.

  2. Publish the sandbox.

  3. With no sandbox open, configure the search behavior you want in Workspace as described in this chapter and publish the new configuration.

Synchronization of Custom Objects, Custom Child Objects, and Custom Fields to Workspace

When you launch the Workspace search configuration, all custom attributes published using Application Composer and the sandbox are synchronized to the Workspace configuration UIs. It may take a little time to synchronize all custom objects, custom child objects and custom fields to the Workspace search setup. If the searchable attribute is set to true in Application Composer, all custom attributes for standard top level objects and custom objects are enabled for indexing by default. However, if the searchable attribute that you want isn't set to true, then you must explicitly enable it for indexing.

Setup is done on the Advanced setup tab. You select the business object you want to set up in the left pane of the tab, and set the object's search properties in the right pane. See the topic How Search Attribute Behavior is Modified for more information.

Support for Aggregates in Workspace

Workspace supports a set of predefined aggregated fields. Aggregated fields calculate key record metrics displayed in search results. Using field aggregations, you can view calculations that include count, average, and sum of values across fields on a record, related objects, and parent-child objects.

Aggregates are available in the list of available attributes on the corresponding object (callout 1). You can filter or expose the aggregation as a column as shown in this image (callout 2).

Display sample predefined aggregated number of
contacts for an account filter on a search query

Workspace supports two types of aggregates:

  • Real-time aggregates

  • Non-real-time aggregates

Real-Time Aggregates

These aggregations follow computed patterns using the available object data and provide real-time updated values. Here is list of these aggregates:

  • Number of contacts for an opportunity

  • Number of products for an opportunity

  • Number of contacts for an account

Non-Real-Time Aggregates

These aggregates calculate values across fields on the given record, its related objects, and parent-child objects. For example, the aggregate last interaction on an account is calculated by looking at all the activities (related object) on that account, then sorting (aggregate function) them by date. Such aggregations aren't calculated in real time. Their values are recalculated and updated every time the job "Update Aggregates" is run. See the topic Monitor Workspace Background Processes for more information about this job.

Here's a list of the non-real-time aggregates:

Object Aggregated Fields

Account

  • Last Call

  • Last Email

  • Last Interaction

  • Next Task

  • Calls

  • Emails

  • Interactions

  • Open Leads

  • Open Opportunities

  • Open Pipe

Contact

  • Last Call

  • Last Email

  • Last Interaction

  • Next Task

  • Calls

  • Emails

  • Interactions

  • Open Leads

  • Open Opportunities

  • Open Pipe

Lead

  • Last Call

  • Last Email

  • Last Interaction

  • Next Task

  • Calls

  • Emails

  • Interactions

Opportunity

  • Last Call

  • Last Email

  • Last Interaction

  • Next Task

  • Calls

  • Emails

  • Interactions

  • Assets

  • Competitors

  • Quotes

  • Service Requests

Set Up Search on Personally Identifiable Information in Workspace

Workspace supports personally identifiable information (PII) attributes and includes them in search criteria and search results. The PII attributes are appropriately secured based on the READ privileges and aren't searchable (masked) if you don't have the necessary READ privilege.

Here are the PII attributes that are masked or are available in Workspace based on the different user privileges:

  • HZ_VIEW_TRADING_COMMUNITY_PERSON_SOCIAL_SECURITY_DATA

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Don't mask

    Mask

    Mask

    Mask all home and mobile phones

    Mask

    Mask all home addresses

    Mask

    Mask all personal emails

  • HZ_VIEW_TRADING_COMMUNITY_PERSON_CONTACT_DATA

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Mask

    Don't mask

    Mask

    Mask all mobile phones

    Mask

    Mask all home addresses

    Don't mask

    Don't mask

  • HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Mask

    Mask

    Don't mask

    Mask all home phones

    Mask

    Mask all home addresses

    Mask

    Mask all personal emails

  • HZ_VIEW_TRADING_COMMUNITY_PERSON_CONTACT_DATA and HZ_VIEW_TRADING_COMMUNITY_PERSON_MOBILE_PHONE_DATA

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Mask

    Don't mask

    Don't mask

    Don't mask

    Mask

    Mask all home addresses

    Don't mask

    Don't mask

  • HZ_VIEW_TRADING_COMMUNITY_PERSON_ADDRESS_DATA

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Mask

    Mask

    Mask

    Mask all home and mobile phones

    Don't mask

    Don't mask

    Mask

    Mask all personal emails

  • No user privilege

    JgzzFiscalCode HomePhone MobilePhone PrimaryPhone, ListOfPhones HomeAddress PrimaryAddress, ListOfAddresses PersonalEmail PrimaryEmail, ListOfEmails

    Mask

    Mask

    Mask

    Mask all home and mobile phones

    Mask

    Mask all home addresses

    Mask

    Mask all personal emails

Access Workspace Data Offline

From time to time you may want to export data from Workspace for offline viewing and verification. For example, a sales manager might want to export a list of accounts to perform a more in-depth analysis of their sales team or for reporting purposes. Only sales manager and sales administrator roles are granted the predefined security privilege ZCA_WORKSPACE_EXPORT to access the export data feature in Workspace.

The Export List button enables you download data from Workspace as a comma-separated values file. You can then use this file to view or analyze your data offline.

Click Export List to download all data in the result set. Result set is determined by the columns displayed in the Workspace UI. Export doesn't include data for hidden columns. It includes all the rows filtered by the current filter criteria applied.

The default number of rows to export is 2000 and the maximum limit is set at 10000 rows. When the maximum limit of rows to export is reached, a warning message is displayed prompting you to click Continue to export the first 2000 rows in the result. This action generates a file containing the first 2000 rows of the result set. If you don't want to export the result set, click Cancel to return to the Workspace UI.

The exported file contains the results set data displayed in the same column headers and in the same order as displayed in Workspace. You can also export personally identifiable information (PII) if you have the required access to view PII attributes in Workspace.

Migrate Your Workspace Configurations

You can migrate your Workspace configuration along with other configurations from your test environment to your production environment. From the Navigator, select Configuration > Migration. For more detailed information, see the section Move Application Changes in the Configuring Applications Using Application Composer guide.

To include the Workspace configuration in your configuration migration, select the Workspace Configuration option. Before you migrate any changes to your workspace, you must ensure that:

  • All changes are published in workspace on the target environment.

  • There's no publish job in progress.

An error occurs if a publish job is in progress and if a Configuration Set Migration (CSM) import is triggered. Only migrate changes after your workspace publish has completed on the target.

Selecting the Workspace Configuration option migrates all of your Workspace configurations except for saved searches you created. You must recreate any custom saved searches in the production environment after the migration is complete.

Trigger the CSM import on the customer environment only when all published jobs are in a successful state. After the successful completion of your CSM migration:

  1. Navigate to your target environment and configure the Workspace UI.

  2. Run a Publish job to ensure that all changes are indexed and available to Workspace.

Note: Don't manually configure the production environment for the features you're migrating.

FAQs for Enabling and Configuring Workspace

What must I do if search isn't available after I switch from Global Search to Adaptive Search?

An error occurs if you try to use Global search after you have enabled Adaptive Search. The message lets you know that search isn't currently available.

Here's what to do if you receive the Error FND-6603 Search isn't currently available message.

  1. Click Navigator > Setup and Maintenance.

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

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Global Search Configurations

  3. On the Manage Global Search Configurations page, select the Global Search powered by Adaptive Search and click the Search Results tab.

  4. Click the Search Results tab.

  5. In Search categories, select all categories in the Selected Categories, and move them to the Available Categories section.

    Note: There should be no entries in the Selected Categories.
  6. Click Save and Close.

  7. Sign out and sign in and perform a Global search to verify that the error is resolved.

What security configuration changes does Workspace support?

Workspace supports standard, predefined job roles, custom job roles, and standard, predefined data security predicates. Workspace doesn't support custom data security predicates however. If your deployment uses custom data security predicates that impact data used by Workspace, you need to remove these custom predicates and replace them with standard, predefined data security predicates.

How can I view and assign a default saved search for a role?

To view and assign a default saved search for a role, you must fulfill all of the following conditions:

  • Have the ZCA_MANAGE_INTERACTIVE_LISTS_SAVED_SEARCH privilege so that you can view the Defaults by Role tab

  • Permission to view the object underlying the saved search to be assigned (for example, to assign an account default saved search, you must have permission to view the account)

How can I display contact information in the Workspace on a Service Request where no Account exists?

Primary Contact is considered a Contact if an Account exist for a Service Request. If an account doesn't exist for a service request, then the Primary Contact is considered as a Consumer. To display the contact information in the Workspace on a service request where no Account exists, you must expose Consumer fields in the Edit Columns panel of your search results.

The fields to expose are Consumer: Name, Consumer: Primary Address, and Consumer: Primary Phone. You must make sure these fields are enabled for Workspace and enabled for UI display before making them available on your service request search results page. See the Enable Fields for Display as Filters and Search Result Columns topic for details.

You can then add which columns to display and in what order on the Service Request page by clicking the Edit Column (pencil icon on the far right of the Workspace UI). See the topic Change Columns Displayed in Search Results for more information.