21Mobile Applications

This chapter contains the following:

Using Mobile Applications

Oracle Cloud Applications offers the following mobile apps that integrate with Oracle CX Sales: Oracle CX Sales Mobile, Oracle CX Cloud Mobile, and Oracle Sales Cloud Mobile. This chapter outlines the capabilities of these applications, provides installation information, and answers general use questions.

Oracle CX Sales Mobile is our next generation mobile app, introducing a modern and intuitive experience, designed to boost productivity through fast and seamless interactions. An action-driven home page helps you to prepare for your client meetings, stay on top of key activities for your accounts, and track your pipeline from your phone.

CX Sales Mobile

Overview of CX Sales Mobile

The Oracle CX Sales Mobile app helps you to manage your day effectively and develop customer relationships using your phone.

  • Manage Sales Activities:

    • Action driven home page, with a sales briefing to track your pipeline and stay on top of daily activities.

    • Optimized task based flows for key sales functions: Accounts, contacts, leads, opportunities, activities, assets, and custom objects.

    • Saved searches shared across CX Sales Mobile and Workspace lists for consistency across applications.

    • Add contacts to CX Sales Mobile from your phone's address book.

    • Create contacts by using a photo of a business card.

    • Scan an asset's bar code to create an asset record with all of the asset's details.

    • Share notes, photos, videos, documents, or files from your phone to CX Sales accounts, opportunities or other records.

  • Boost Productivity on the Go:

    • Modern and intuitive experience, designed to boost productivity with fast and seamless interactions.

    • At-a-glance record view for quick grasp of summary, key and related information.

    • Access actions relevant to your task for fast and easy record updates.

  • Use the Powerful Search Capabilities:

    • Fast and simple search across all objects in one place.

    • Use multi-keyword search across multiple fields for faster and easier access to desired information.

    • Search more easily with recent searches and type ahead results displaying results as soon as you type.

    • Filter results by object types.

  • Sign In Quickly and Easily:

    • Scan QR Code to sign in easily using your Single Sign On, or basic authentication

    • Use face or fingerprint recognition to securely sign in to the app.

  • Use Offline:

    • View and edit Oracle CX Sales data in areas without a network connection.

    • Sync automatically when a connection is re-established.

Get Started with CX Sales Mobile

The Oracle CX Sales Mobile app helps you manage your day effectively and develop customer relationships using your phone. An action-driven home page helps you prepare for meetings with the clients, stay on top of key activities for your accounts, and track your pipeline anytime or anywhere.

Install and Sign In to the App

First of all, you need to install the app and sign in. Here's how:

  1. Open the App Store, or Google Play, and search for Oracle CX Sales Mobile application, and then tap Install.

  2. Open the app and accept the legal terms.

  3. If you have a QR code, tap the QR Code button and scan the QR code using your phone's camera. Then go to step 5.

  4. If you don't have a QR code, tap either Single Sign On (if you have SSO access), or tap Basic Authentication. Enter the host name your administrator has given you and then tap Next.

    Note: If you have problems entering the host name, make sure that the auto-correct isn't changing the values you're entering.
  5. Enter either your SSO details, or your CX Sales user name and password. Tap Next.

Once you have signed in, you will be given the option of setting up fingerprint recognition, or face recognition, to sign in to the app in the future. If you would like to enable this at another time, tap the menu icon on the bottom left-hand side of the app and then tap Settings.

Navigate Around the App

Use the home page to manage your pipeline and tasks. To show the list of sales objects, such as Opportunities, Accounts, and Contacts, tap the menu icon on the bottom left-hand side of the app. Then tap the feature to retrieve a list of items - for example, tap Opportunities to get a list of your open opportunities. To view the item details, tap any item in the list view. In the list view, tap the more icon on an item to access frequent actions, such as adding a note.

When you're viewing a sales object's details, not only can you view and edit the details - such as updating the account address, or opportunity win probability - you can also quickly access other actions for the sales object, such as logging a call or creating a task, by just tapping the more icon in the details page.

Add Contacts

You can sync individual contacts from your phone address book to the app by tapping the plus icon in the Contacts list page and then tapping From Address Book.

You can also add contacts by using a photo of a business card. Just take a photo of a business card using your phone's camera, or use an existing photo, and a new contact is created in the app using the information on the business card. Here are the exact steps::

  1. Tap the plus icon in the Contacts list page.

  2. Tap From Business Card.

  3. Tap either From Photo Gallery to use an existing photo, or tap Take Photo to take a photo of the card using your phone.

  4. Check and, if required, edit the contact details, and then tap Save.

Note: Here are some points to note about the business card feature:
  • Only business cards in English are supported at this time.

  • Only US address formats are supported at this time.

  • The business card needs to contain an email address.

  • For best results, you should use a photo of the actual business card. Don't use a photo which is a picture of a business card on a monitor, for example, as the image quality won't be good enough.

  • Ensure that there is a good color contrast between the business card background and the text on the card.

Offline Usage

Can I use CX Sales Mobile when I am not connected to Wi-Fi and I haven't got a cell phone signal?

Yes, you can view, create, and edit records in the app even when you're offline. When you lose your network connection, a message is displayed to indicate that you're working offline. At the top on the page, a banner displays how many updates will be synchronized when you're back online and also how long it's been since you last synchronized your data.

When the network connection is restored, the application automatically synchronizes the updates you have made on your phone to Oracle CX Sales. Alternatively, you can manually sync the records by tapping the offline banner at the top of the page and then tapping the more icon in the Pending Sync page.

What data can I see in the offline mode?

All of the data that you view in the application when you're online will be available when you're offline. Also, all of the sales objects that your administrator has specified for offline use are available in the offline mode.

The data you created, edited, or deleted when you were offline is synchronized with the CX Sales web app when CX Sales Mobile detects a network connection. Alternatively, you can sync the records manually by tapping the offline banner at the top of the page and then tapping the more icon in the Pending Sync page.

How can I synchronize my offline data?

Your data synchronizes automatically with the CX Sales web app when your phone detects a network connection and goes online. Alternatively, you can manually sync the records by tapping the offline banner at the top of the page and then tapping the more icon in the Pending Sync page.

What happens if there's an issue when your offline updates synchronize with the CX Sales web app?

You can find a list of records that have synchronization issues by tapping the synchronization banner at the top of the app. Once the issues have been resolved, you can sync the records manually by tapping the more icon and then the Retry Sync For All button.

Note: If Oracle CX Sales Mobile detects a data conflict between CX Sales Mobile and the CX Sales web application, then the updates you have made in CX Sales Mobile override the updates made in the Oracle CX Sales web app.

FAQs for CX Sales Mobile

Which phones are supported?

To find out which phones and operating systems are supported by CX Sales Mobile, see the System Requirements for Oracle Applications Cloud at: https://www.oracle.com/system-requirements/

What note apps can I use with CX Sales Mobile?

As well as the note app that's provided with your phone, you can use other notes apps - such as Google Keep or OneNote - to create and share notes.

Why has the note I created become a PDF attachment?

The OneNote app creates a note as a PDF file, so CX Sales Mobile recognizes the PDF as an attachment, rather than a note, and adds the file to the record as an attachment.

What type of files can I attach to a record?

You can attach photos, videos, audio recordings, Word documents, PowerPoint presentations, Excel files, plain text files, and PDFs.

You can attach one video to a record, and up to three other file types.

Oracle CX Cloud Mobile

Overview of Oracle CX Cloud Mobile

The Oracle CX Cloud Mobile (CX Cloud Mobile) application enables you to manage your day effectively and develop customer relationships using a smartphone. With a task-based user interface and built-in analytics, the CX Cloud Mobile application guides daily sales activities and enables the following activities:

  • Manage Sales Activities

    • Manage daily activities on your calendar.

    • View and update opportunities.

    • Create follow up tasks, to help you manage all your activities, including your leads, opportunities, and deals.

    • View and update call reports, to help you prepare for future meetings and log meeting attendees, objectives, and minutes.

    • Review quote proposal documents and email them to customers. Share proposals with relevant team members and get feedback before finalizing the proposal.

    • View leads, opportunities, accounts, and partners in your vicinity using the map.

  • Use Offline

    • View and edit Oracle CX Sales data in areas with no network connection.

    • Sync automatically when a connection is re-established.

  • View Customer Service Requests

    • View, create, and edit service requests

    • Access related information such as team, message, and attachments

    • View service request interactions and milestone history

  • Manage Partner Relationships

    • Submit and approve deal registrations

    • Manage partners and partner contacts

CX Cloud Mobile Installation

Which phones and operating systems are supported?

See the System Requirements for Oracle Applications Cloud at: http://www.oracle.com/us/products/system-requirements/overview/index.html

Install the iPhone Application

Here's how you install the Oracle CX Cloud Mobile application on to your iPhone:

  1. Open the App Store, search for Oracle CX Cloud Mobile application, and then tap Install.

  2. Open the application. If you have received an application URL from your administrator, you can tap on the URL link to open the application. Alternatively, you can scan the QR code to launch the application.

  3. Accept the Legal Terms.

  4. If you have opened the application using the application URL or the QR code, the host name, port number, and SSL details will be populated automatically.

    If you opened the application after downloading it from the App Store, you must enter the host name your administrator has provided (or refer to the Finding Your Company's Host URL: Worked Example topic).

  5. Enter your sales application user name and password. You can tap Save Password to save this password.

  6. Tap Sign In.

Install the Android Application

Here's how to install the Oracle CX Cloud Mobile application on to your Android device.

  1. Open the Google Play Store on your Android device.

  2. Search for the Oracle CX Cloud Mobile application and tap Install.

  3. Open the application. If you have got the application URL from your administrator, you can tap on the URL link to open the application. Alternatively, you can scan the QR code to launch the application.

  4. Accept the Legal Terms.

  5. If you have launched the application using the application URL, or the QR code, the host name will be populated automatically.

    If you have opened the application after downloading it from the Google Play Store you must enter the host name provided by your administrator (or refer to the Finding Your Company's Host URL: Worked Example topic). Tap Settings to enter the host name.

  6. Enter your sales application user name and password. You can tap Save Password to save this password.

Set Up Calendar and Contact Synchronization on Your iPhone

Here's how you set up the synchronization of your Oracle CX Sales calendar and contacts with the native calendar and contacts on your iPhone.

Note: You can synchronize your Oracle CX Sales favorite contacts using the contact synchronization. However, the calendar synchronization doesn't synchronize invitees.

Install the Calendar Synchronization Profile
  1. Sign in to Oracle CX Cloud Mobile (CX Cloud Mobile) using your user name and password.

  2. Tap the menu icon to open the shuttle menu.

  3. Tap Settings and tap Setup Calendar Sync.

  4. The Safari browser opens automatically with the Oracle CX Sales sign in page displayed. Sign in using your CX Cloud Mobile name and password and install the synchronization profile onto your phone. Installing the profile adds a new calendar to your iPhone that you can view beside your other calendars.

  5. Enter the password for the CalDav server. This is the same password that you use to sign in to Oracle CX Sales.

  6. Tap Next.

  7. When you have finished tap Done.

Install the Contacts Synchronization Profile
  1. Sign into CX Cloud Mobile using your user name and password.

  2. Tap the menu icon to open the shuttle menu.

  3. Tap Settings and tap Setup Contact Sync.

  4. Repeat steps 5 to 7 above and you're done.

General Use

How do I navigate around Oracle CX Cloud Mobile?

On both the iPhone and Android mobile devices, just tap the menu icon on the top left-hand side to show the list of features. Then tap the feature to retrieve a list of items - for example, tap Opportunities to get a list of your open opportunities. To view the item details, tap any item in the list view. In the list view, swipe right on an item to access frequent tasks.

To e-mail, call, text, or locate a contact quickly, tap their initials to display a contact wheel, and then tap the relevant icon. Your smartphone's native e-mail, phone, or text application opens, or - if you have tapped the pin icon - a map opens within Oracle CX Cloud Mobile.

You can also quickly access actions that you can carry out, such as logging a call or creating a task, by just tapping the more icon (three horizontal dots).

How can I remove a contact from an opportunity, account, or lead?

From the opportunity, account, or lead detail page, tap the Contacts tab and swipe right on the contact you want to remove. Tap the more icon and tap Remove.

How can I add an objective when I am creating a call report?

There are two different kinds of objectives that you can add when you create a call report: A predefined objective and a user-defined objective.

Here's how you create a predefined objective:

  1. Tap the plus icon in the Objectives section

  2. Select the predefined objective

  3. Tap Add

Here's how you create a user-defined objective:

  1. Tap the plus icon in the Objectives section

  2. Type the name of the objective at the top of the page

  3. Tap Add

How can I view an interaction that I have logged?

Open the navigator menu and tap Call Reports. Then tap the list of options at the top of the page and select My Call Reports.

Alternatively, you can view the Leads, Contacts, or Accounts details pages and tap the Activities tab.

Why can't I view more records on the map?

The map shows you the closest 25 records (such as contacts and opportunities) to your current vicinity. If there are more records available, then you will see a message saying that there are more records in the vicinity. Tap the message and you will see the next 25 records (as well as the ones you can already view). If there are even more records to display, then tap the message again and you will see another 25 records on top of the 50 records that you can already view.

Can I limit the records I see in the map to a specified radius?

Yes, you can set a radius in the map feature, so that the map only shows sales records (such as accounts, leads, and contacts) within a set boundary. Open the main menu, tap Settings, and scroll down to Map Settings. Change the radius to either 1, 5, 10, 20, 50, or 100 miles. The radius will apply to all map views.

How can I change my primary contact in an opportunity, account, or lead?

Tap the edit icon on the opportunity, account, or lead, and tap the cross icon that appears next to the primary contact name. Select a new primary contact from the contact list and tap Save.

Offline Usage

Can I use CX Cloud Mobile when I am not connected to Wi-Fi and I haven't got a cell phone signal?

Yes, you can view, create, and edit records in the app even when you're offline. When you lose your network connection, a banner is displayed to indicate that you're working offline. When the network connection is restored, the application automatically syncs the updates you have made on your phone to Oracle CX Sales. Alternatively, you can manually sync the records by tapping Pending Sync in the main menu.

Why can't I view updates to my data?

When the application is in offline mode, you can't view any updates that were made to the sales data since the application changed to offline mode, because the application needs a cellular or Wi-Fi connection to update the data. You can view data updates when you access the record again after regaining access to a network connection.

Can I create new records offline?

Yes, you can create, edit, and delete records throughout the application in the offline mode and then sync them once you have a cellular or Wi-Fi connection. You will see a banner telling you that you're in the offline mode when the application detects that the network connection is lost.

What Data Can I See and How Much Data Can I Store in the Offline Mode?

Here's some details about the data that's available in the offline mode and also how to specify how much data you want to store on your phone when you're in the offline mode.

Data Availability

All of the data that you view in the application when you're online will be available when you're offline. Also, all of the sales objects that your administrator has specified for offline use, such as opportunities and contacts, are available in the offline mode. The data can be synchronized when the application detects a network connection and switches to the online mode, or alternatively you can sync the records manually.

Note: Any features that require access to online data, or a network connection, aren't available offline. These include reports, analytics, maps, and voice navigation.
Data Capacity

Up to 50 MB of offline data can be downloaded to your device by default. This is usually sufficient for typical usage, however if you find that this isn't enough then you can increase the storage in increments of 100 MB, up to a maximum of 500 MB. To change the storage amount, open the main menu in the application, tap Settings and then select the storage limit in Offline Storage Limit.

Your administrator can specify how long the downloaded data is stored. After this time the data will be erased and more recent data is downloaded when you next use the application online.

Features That Are Available When You're Offline

You can view, create, and edit all records in the application even when you don't have a cell phone signal, or a Wi-Fi network.

Features that require access to up-to-date data, however, aren't available offline - such as reports and analytics. Also, features that need to interact with online data, or interact with other applications, aren't available offline. These include maps and voice navigation.

How can I synchronize my offline data?

Depending on the settings that your administrator has specified, your data either synchronizes automatically when the device detects a network connection and goes online, or you can synchronize your data manually. To sync your records manually, tap Pending Sync in the main menu

What happens if there's an issue when you synchronize your offline updates?

You can find a list of records that have synchronization issues in the Pending Sync shuttle menu item. You can sync the records manually once the issues have been resolved.

Note: If Oracle CX Cloud Mobile detects a data conflict, then the updates you have made in CX Cloud Mobile override the updates made in the Oracle CX Sales application.

How can I stop the offline banner notification from appearing?

Tap Settings on the main menu and in the Offline Mode section use the Offline Notification toggle to disable the notification.

Sales Cloud Mobile

Use the Oracle Sales Cloud Mobile application to do the following tasks:

  • Track and update sales information on your smartphone or tablet

  • Keep up to date with sales activities in your enterprise while on the move

Tasks That You Can Do

The key features of Oracle Sales Cloud Mobile include the following:

  • Application Home Page: From the application home page, you can access critical information when you're in the field.

  • Sales Account Management: You can access reference information, as well as current events about the customer while on the road.

  • Opportunity Management: From the mobile opportunity management page, you can access current and critical information about your opportunities and share opportunity updates with your sales team.

  • Lead Management: With access to open leads while on the road, you can act upon leads and reduce the sales cycle time.

  • Calendar and Tasks: With these features, you can manage appointments and tasks on the road.

  • Contacts: You can call or e-mail contacts from the Actions menu. The application displays a list of your key contacts by default, and you can search for all other contacts. E-mail Contact and Call Contact features are disabled for contacts who don't want to be phoned or e-mailed

  • Sales Analytics: You can access business intelligence reports from the home page. Analytics also are embedded contextually for each account that you view. The contextual reports include data on sales account revenue trends, sales account win/loss trends, and sales account win/loss reasons.

  • Alerts: You receive alerts when new leads are assigned or opportunities of interest become available.

Prerequisites

Before implementing Sales Cloud Mobile, you must:

  • You must set up Oracle CX Sales before you can use Sales Mobile.

  • Determine if your mobile device meets Sales Mobile system requirements. See the System Requirements for Oracle Applications Cloud here: http://www.oracle.com/us/products/system-requirements/overview/index.html

Sales Cloud Mobile Installation

What are the supported operating systems?

See the System Requirements for Oracle Applications Cloud at: http://www.oracle.com/us/products/system-requirements/overview/index.html

Install the Oracle Sales Cloud Mobile iPhone Application

This procedure shows you how to install Oracle Sales Cloud Mobile on your iPhone.

How to Install the iPhone App
  1. Use your iPhone to sign in to iTunes and access the App Store.

  2. Search for Oracle Sales Cloud Mobile and then tap Install.

  3. Enter the host URL that your administrator has provided.

  4. Enter your user name and password.

  5. Sign in to the Oracle Sales Cloud Mobile application.

Install the Oracle Sales Cloud Mobile Android Application

This example shows you how to install the Oracle Sales Cloud Mobile application on an Android device.

How to Install the Android App
  1. Use your Android device to sign in to Google Play, then browse the Apps.

  2. Search for Oracle Sales Cloud Mobile and then tap Install.

  3. Enter the host details that your administrator provided.

  4. Open the Oracle Sales Cloud Mobile application, and enter your user name and password.

  5. Sign in to the Oracle Sales Cloud Mobile application.

General Use

How can I navigate within the Oracle Sales Cloud Mobile client?

On both the Apple iPhone and Blackberry mobile devices, tap any icon on the home page to show a list of items. For example, tap Opportunities to retrieve a list of your open opportunities. To view details, tap any item in the list view. Scroll upward in list view to access a search box. To access contextual actions, tap and hold any list item to reveal available contextual actions.

On the Apple iPhone, tap the Title bar to return to the application springboard. Select Action to reveal a contextual action sheet. Select Action again to close the action sheet.

On the Blackberry, both Short and Full menus are enabled. You can also use the Back button to return to the previous screen.

Why can't I access the application?

You must have the Sales Representative duty role to access the application. The delivered application has this role granted in the Sales Representative, Sales Manager, and Sales VP job roles.

How can I remove contacts, assignees, and resources from appointments, tasks, and interactions?

Navigate to the appointment, task, or interaction, and tap Edit to turn on the edit mode. Tap and hold on the contact, assignee, or resource you want to remove for two or three seconds. Then tap Remove, and tap Done to save your update.

Note that the owner of the appointment, task, or interaction can't be removed.

How can I manage my activities in the application?

While viewing an opportunity, lead, customer or contact, open Activities. By default, your current activities are shown. This list includes the activity subject, due date and an icon that denotes the type of activity.

When is data quality checked in Oracle Sales Cloud Mobile?

If your company has licensed and set up Oracle CX Sales Data Quality features, when you enter a new contact address, upon clicking Done, you are presented with a list of similar addresses. You can choose the closest match, merge the new information with the existing contact, or save the new contact you just entered.

How can I change my Primary Contact in an opportunity, account, or lead in the application?

While viewing the contact list in the opportunity, account or lead, tap the Action list and choose Change Primary Contact. Tap and hold the contact name that you want, then choose Make Primary.

Why is the contact's account information missing?

If you create a contact record from the contact search results page, when you're creating or editing an appointment, the contact's account information won't be transferred to the appointment. You will need to manually select the account associated with the contact record and add it to the appointment.

How can I remove a contact from an opportunity, account, or lead?

While viewing the contact list in the opportunity, account or lead, tap the Action list and choose Remove Contact Association. Tap and hold the desired contact name, then choose Remove Contact.

How can I work with reports and graphs?

You can swipe to navigate between reports, or tap to view a list of available reports. When you're viewing a report, you can tap and hold a slice of graph to see the aggregate values, for example, on a bar of a bar graph, to see values for the bar. You can also double tap to drill down into the area of the graph or see the report view, or pinch and zoom to zoom in or out of a graph.

Why can't I convert a lead to an opportunity?

You can convert a lead to an opportunity only when the prospect or customer associated to the lead is a sales account.

How can I create a search criterion that can be saved for use in the Oracle Sales Cloud Mobile application?

You can create saved search criteria for Apple and Android devices. Use either Oracle Page Composer or the Oracle CX Sales web interface to create the saved search. Select Run Automatically to ensure that the search can be executed in the Oracle Sales Cloud Mobile application. Tap the search name in Oracle Sales Cloud Mobile to execute the saved search.

How can I view saved search criteria?

Tap the magnifying glass icon in the list view to view a list of available saved searches. Execute the search by tapping an individual saved search. Tap the search box to see additional fields where you can make changes to the search criteria.

Why can't I view the Around Me results on a map?

Android devices display the Around Me results in a list view, but not on a map.

Can I delete the custom fields I have created for the Around Me feature?

Yes. If you created custom fields for the Around Me feature for earlier releases, then you don't have to maintain the fields with geocodes because the application no longer uses them.

Offline Usage

Why can't I view updates to my data?

When the application is in offline mode, due to the absence of a network connection, you cannot view any updates that were made to the sales data since the application changed to offline mode. You can view data updates when you access the record again after regaining access to a network connection.

Why can't I create, edit, or delete any data in the application?

Verify that you have network coverage. Data cannot be created, edited or deleted in offline mode.

What data is available in the offline mode?

The application saves up to 50 MB of recently viewed data on the mobile device. After 50 MB is reached, the application removes the oldest entries to make room for newer data. Data stored includes:

  • A list of opportunities

  • Specific opportunity details

  • A list of contacts

  • Customer details

When you are using the offline mode, you can view saved data. You can also save specific account records and their related objects for offline use by tapping the action menu when viewing the record, and saving the customer detail.

When the application can connect to a network and you can get back online, data is not automatically synchronized with the data updates that other people have made when you were offline. To view updated data, you must access the records again in online mode.

Note that custom objects are not available in offline mode.