4Workspace

This chapter contains the following:

Workspace improves and speeds up your searches, makes it possible for you to work within a single, unified work area, and provides you direct access to common actions. Instead of having to navigate to different work areas, you can use Workspace to manage the following ready-to-use business objects:

  • Account

  • Activity

  • Asset

  • Contact

  • Deal Registration

  • HR Help Desk Request - (available only in Adaptive Search REST API)

  • Internal Service Request - (available only in Adaptive Search REST API)

  • Opportunity

  • Lead

  • Partner

  • Partner Contact

  • Product - (available only in Adaptive Search REST API)

  • Product Group - (available only in Adaptive Search REST API)

  • Quotes and Orders

  • Service Request

Note: Not all the objects are sales objects. Partner and Partner Contact are only pertinent for Partner Relationship Management. HR Help Desk Request, Internal Service Request, and Service Request are specific to B2B Service. You can also access and manage any custom objects or child objects that your administrator created in Application Composer.

Which business objects are available depends on setup. When your administrator enables Workspace, the following icon appears on your Welcome page:

Screen capture of the Workspace icon.

When you first access Workspace, records are displayed for the saved search specified as your default saved search. Your administrator assigns you a default saved search for your role, or you can override that and assign your own preferred default saved search. Saved searches are saved search criteria that generate the list of results as soon as you select them.

To list all the records you can view, select the saved search with "All" in the name, such as "All Accounts" and "All Opportunities". Workspace displays the list of records matching the saved search criteria and provides you with a record count (callout 4). For more details, see the Display a List of Items topic.

If you don't see the item you're looking for and the list is too long for you to scroll through, you can search for the item using the Search box. (Callout 2). All search terms returned are highlighted in bold font in the search results.

Enter complete words as search terms or use the star (*) to indicate missing characters. Workspace searches multiple fields, including fields across different business objects. So, searching on the word main, may return Main Plumbing and Oracle on Main Street.

In the Search box, you can also:

  • Use the enhanced autocomplete feature in the Workspace search box to help you add and apply filters to the results. Autocomplete reduces the number of clicks and let you filter results without opening the Show Filters pane.

  • Narrow down searches by using quotes on multiple words.

    Searching on "main plumbing" instead of main narrows down your search.

  • Use the preferred operators + (this term must be present) and - (this term must not be present). All other terms are optional. For example, entering + Oracle -"Redwood" returns Oracle locations not in Redwood city.

  • Use AND, OR and NOT operators

    The familiar boolean operators AND, OR and NOT (also written &&, || and !) are also supported but note that they don't honor the usual precedence rules, so parentheses should be used whenever multiple operators are used together.

    For example, entering (Oracle NOT "Redwood") returns Oracle locations not in Redwood city.

Remember that your search is restricted to the records within the saved search you selected. For more details, see the Find an Item in the List Generated By a Saved Search topic.

Workspace improves and speeds up searches and makes different types of sales information available all within a single, unified work area. No more navigation to the Opportunity work area to see your key opportunities and then to the Lead work area to work on your leads. Not only do you minimize navigation, but you also eliminate search. Workspace makes it possible to keep multiple records open as tabs and to take common actions on records without having to drill down into them.

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 use the nested dynamic tab capability, get your administrator to 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

See the Securing Sales guide for details.

The same create and edit pages and most other features are available in Workspace as in the individual work areas. Here are some key things you can do in Workspace. For details about configuring Workspace behavior, see the Implementing Sales guide for setup details.

How Salespeople Use Workspace What Administrators Can Configure

When you open Workspace, select the business object and saved search you 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 during setup. 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 search using multiple attributes, both from the business object you're searching and from related objects. For an account, you can search by company name, the city where the account is located, or the primary contact at the company. 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're searching all accounts you can view. If you select My Accounts, then you're 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.

During setup 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.

You can save any search criteria you enter as your own personal saved search by clicking Save As (the rectangular icon).

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

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

Callout Number Feature Description

1

Here's where you select the object and saved search you want to display in Workspace.

2

The Search field makes it possible to search within the constraints of the existing search. If you select, Accounts, My Accounts, you get to view and search only the accounts where you're on the territory or in the sales team. Selecting Accounts, All Accounts, lists all accounts you can view and makes it possible for you to search them.

3

You control the display of filters by clicking Display Filters and Hide Filters links. Filters automatically display top values in your data. For example, the Industry filter lists the number of accounts in each of the top five industries, so you can quickly see the list of accounts in each.

For more details, see the Refine Search Results Using Filter Values topic.

4

Workspace displays the list of records matching the saved search criteria and provides you with a record count. For more details, see the Display a List of Items Using a Saved Search topic.

5

Filters display the items with the highest number of records. You can select filters to narrow down the list.

6

You can log calls, take notes, create tasks, and take other actions on items on the page without having to drill down into them. For accounts, you can even create an opportunity. For more details, see the Create Records and Take Actions on Items Displayed in Workspace topic.

7

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.

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.

Search and Filter

When you open Workspace, the page displays the list of items generated by the default saved search. Saved searches contain predefined search criteria that display useful lists for you as soon as you select them. Selecting My Appointments, for example, shows you a list of your current appointments, selecting My Overdue Tasks lists all of your overdue tasks, and so on. Saved searches are provided by Oracle, by your administrator, and you can create them yourself by saving any search in Workspace.

The predefined saved searches provided by Oracle follow a naming convention:

  • To view a list of items you own, select saved searches starting with the word "My". For example, My Appointments displays the list of the appointments you created. My Accounts displays a list of accounts where you're listed as the owner. You're an owner of the account if you created the account record or if you're assigned ownership by an administrator.

  • To view a list of the broadest range of items, select the saved search that starts with the word "All". For example, selecting All Accounts searches all the accounts you can view.

The following screenshot shows the top of the Workspace page as it appears when you're selecting a saved search. Saved searches (callout 2) are organized by business object (callout 1). Callout 3 shows the location of the Search box that you can use to find an item in the list displayed by the saved search.

Partial screenshot of Workspace showing the list
of objects and their saved searches.

When you select a saved search, the search results display on the page. You can see the approximate number of items in each saved search, and you can control how the items are sorted.

Here's a partial screenshot of Workspace showing the location of the following controls:

  • Number of results indicator (callout 1)

  • Sort field selector (callout 2)

  • Ascending and descending sort control (callout 3)

Screenshot of Workspace with callouts highlighting
the location of useful controls described in the text.

If you don't see what you're looking for on the page and the list generated by the selected saved search is too long, then you can enter one or more search terms in the Search box and press Enter on your keyboard. You can enter a combination of search terms. For example, if you're searching for an account, you may want to search on the account name, the street address, and the name of the primary contact, and so on. What attributes you can search is determined by the application administrator. All search terms returned are highlighted in bold font in the search results. Your results display records matching the search terms in any of the fields enabled for search. For example, searching accounts using the term Pinnacle, returns both accounts with Pinnacle in the name as well as accounts on Pinnacle Street, unless the application administrator disables the address search.

Tips for Using the Search Box

Here are some tips and guidelines for how best to us the search in Workspace.

  • Use the enhanced autocomplete feature in the Workspace search box to help you add and apply filters to the results. Autocomplete reduces the number of clicks and let you filter results without opening the Show Filters pane. For example, as you begin to type "Prim" you will see "Primary Industry" as one of the suggestions (Primary Industry is an attribute of accounts). Select an attribute to show possible values in a drop-down list. You can choose one of the possible values to filter the accounts based on that primary industry.

  • Workspace search supports matching of similarly spelled words in queries, matching words with the same linguistic root, and caters for misspellings. For example, with stemming search, a keyword search on the term Qualify returns Qualifications in the search results. Similarly, a keyword search on Greens returns Greensboro and a keyword search on Wood returns results such as Woodbury or Woodstock.

    Also note that the keyword search match terms within any word as opposed to just the start of the word. For example, a search for Angel retrieves matches for the account names Vitamin Angels, Los Angeles Rubber, and Angeles Warehouse.

    With fuzzy search, a keyword search on the term Cernar, spelling with an "a", returns Cerner in the search results. A search on the word speak returns results including speak, speaks, spoke, and spoken.

    Note: Search results based on fuzzy matches are rendered below exact matches, so that you always have access to the most relevant data.
  • Searching is case insensitive for the keyword Search box. Let's say you enter the words Pinnacle or pinnacle, then Workspace returns the same results.

  • Enter entire words or numbers you're searching for.

    For example, entering the word Pin when searching for accounts, returns Pin Point Needlework Inc. and Oracle on 100 Pin Road.

  • You can enter multiple search terms separated by spaces.

    Spaces between words act as implicit AND operators. For example, entering Pinnacle Corporation finds all of the accounts with those two words in the name, including Pinnacle Savings Corporation, Pinnacle Distribution Corporation, and Pinnacle Corporation.

  • Put multiple search terms in quotes to narrow down your search.

    For example, entering "Pinnacle Corporation" returns only Pinnacle Corporation, and any other records with those two terms in that specific order.

  • Use the OR operator to search on multiple terms.

    For example, entering Chicago OR Pittsburgh, finds accounts in both of these cities as well as accounts with those terms in the name.

  • Use the NOT operator to narrow down your search.

    For example, entering Oracle NOT Sunnyvale when searching for accounts, returns Oracle locations excluding those in Sunnyvale.

    When you use NOT followed by two or more words you must enclose the words in double quotes (" " ). For example, entering Oracle NOT "San Francisco" when searching for accounts, returns Oracle locations excluding those in San Francisco. If you exclude the double quotes, then searches would return Oracle locations in areas beginning with San such as San Jose, San Diego and so on.

  • Capitalization doesn't matter on search terms, but the operators OR and NOT must be in uppercase letters.

  • Use the star (*) symbol to indicate missing characters or partial words. This symbol can be used at the beginning, end or middle of a word to be searched.

    For example, entering *tion as your search term returns Presentation. If you enter Present*, records with Present, Presentation, and Presents are returned. Finally, if you enter the star symbol in the middle of a word such as Pr*tion, records with the terms Presentation and Production are returned.

  • Use the question mark (?) to match exactly one character. This wildcard can be used at the beginning, end or middle of a word to be searched.

    For example, entering Pri?e returns the following results: - Price - Prize.

Use filters to narrow down the list displayed in Workspace, focus your search, and explore your data. Just click Show Filters to display the predefined filters for the saved search you selected. Now you can do any of these tasks:

  • Add fields as filters

  • Select one or more filter values on the page

  • Add filter values

  • Use operators and multiple search terms

  • Change the scope of your search

  • Perform a search of your recent search activity

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.

Add Fields as Filters

Add a filter by clicking Edit Filters (the pencil icon) highlighted in the screenshot. If you add the Name field and reenter your search term, the search results are narrowed down to those items with your search term in the Name field. Specifying multiple filters for a query is treated as an implicit AND.

Screen capture of Workspace highlighting the location
of the Edit Filters icon.

You can change the order of the filters in the Edit Filters window using the move controls, the up and down arrow icons highlighted in the next screenshot.

The effect of the filters is additive, so always add the broadest filters first. For example, selecting the primary industry first and the owner of the record second will display more results than selecting the owner first and the industry second.

Screenshot of the Edit Filters window. The window
shows three fields that have been selected for display as filters.
One of the fields is selected and the four move buttons are enabled
and highlighted: Move Selected Items to the Top of List, Move Selected
Items Up One in List, Move Selected Items Down One in List, and Move
Selected Items to the Bottom of List

Select One or More Filter Values on the Page

You can narrow down your search by selecting one or more filter values. Each filter shows up to five of the most frequent values (or ranges of values) in your data and displays the number of records for each value. For example, if your accounts are classified by industry, you can select the High Technology and Financial Services values from the Primary Industry filter to display only the accounts in those two industries.

Here's a screenshot of the Workspace Filters panel with callouts highlighting the different controls.

Callout Number Description

1

Show Filters and Hide Filters control

2

Number of records for each filter value

3

Search link you click to add more filter values

Screen capture of the Workspace Filters panel with
sample data. Callouts highlight features described in the text.

Add Filter Values

If you don't see the filter value you need among the top five, you can select more values by clicking Search at the bottom of the filter values.

Placing your cursor in the field displays a partial list of unused values sorted alphabetically. You can also search for other filter values using the Select field. For example, you can enter "Media" to search for "Media and Entertainment".

Use Operators and Multiple Search Terms

You can refine your search filtering even further by clicking the ellipsis icon (More) at the top of the filter and selecting Advanced.

Here's a screenshot of the ellipsis icon (More) (callout 1) and its menu with the Advanced option (callout 2).

Screen capture highlighting the location of the
ellipsis icon (More) and the Advanced menu selection.

The Advanced mode lets you select an operator for your search and to compose complex queries. Operators let you specify if you're looking for exact or approximate match, for example, and even permit you to search for missing and blank values. Which operators are available depends on what you're searching for and decisions your application administrator makes during setup.

Text fields, such as the account name or the name of the account owner, can include search operators listed in this table:

Text Search Operators Function

All of the Words

All of the search terms must be present

Any of the Words

Any of the search terms must be present

Contains

The results includes entries that contain the search term you enter

Ends with

The results includes entries that ends with the search term you enter

Equals

The results must include the search terms in the exact case of the search term because searching on Equals is case sensitive.

Exists

Finds the records with any value in the field

Fuzzy Match

Finds records with similar spellings

Is Missing

Finds all the records missing values

None of the Words

The results exclude entries with the words you enter

Not Equal to

Finds all records that don't match the search terms in their order

Starts with

Finds all records that start with the search term you enter

Numeric fields, such as opportunity Win Probability, can contain these search operators:

Numeric Search Operators Function

Between

The results fall between two entries

Equals

The number must equal the search term.

Exists

Finds the records with any value in the field

Greater Than

Finds records with values greater than the entry.

Greater Than or Equal to

Finds records with values greater than or equal to the entry.

Is Missing

Finds all the records missing values

Less Than

Finds records with values less than the entry.

Less Than or Equal to

Finds records with values less than or equal to the entry.

Not Equal to

Finds all records not equal to the entry

You can add search terms by clicking Add. Specifying multiple search terms for a filter is treated as an implicit OR. For example, to search for all the accounts with primary addresses in the Chinese cities of Yiwu and Hefei, you enter these operators and search terms in the Primary Address filter:

Operator Search Term

All of the Words

Yiwu

All of the Words

Hefei

Advanced view of the Primary Address filter in
Workspace with two operators and search terms: All of the Words and
Yiwu and All of the Words and Hefei

Change the Scope of Your Search

Each search is conducted within a set of records specified in the saved search. For example, the All Accounts saved search lets you search within all of the records you can view, but the My Accounts saved search lets you search within the set of records you own.

You can change the scope of your search by showing filters and selecting a different record set from the Record Set list.

Screenshot of the Record Set filter with the "I
am on the team or territory" record set selected.

Selecting a record set can broaden or restrict the set of records you're searching. Not all record sets are available for every object or to every user. For example, sales territory record sets only apply to business objects that use sales territories and only managers can view records of their subordinates.

Here's a table that lists some of the more common record sets.

Record Set Description

All records I can see

Provides the broadest search. Which records you can view is determined by your job role and your position in the resource hierarchy.

I am on the team

Records where you're on the team.

I own

Records where you're listed as the owner.

My subordinates are on the team

Records where any of your reports are on the team.

My subordinates own

Records where any of your reports are listed as owners

My territory

Records within sales territories you own or are listed as a member.

My territory hierarchy

Records within your sales territories and any child territories.

Perform a Search of Your Recent Search Activity

Using "smart" lists, Workspace tracks your user context and activities and generates a smart list of saved searches for your objects. When you select one of these user context saved searches, you see the most relevant results based on your object activity and context.

For more information about saved searches, see the topic Create and Manage Your Saved Searches in Workspace in this chapter.

Saved Searches

You can save any search you perform in Workspace as a new saved search and you can manage the saved searches available to you. Your application administrator determines which saved search you see by default when you open Workspace and which saved searches are available for each business object, but you can override these settings with your own personal preferences. A saved search includes all of the search terms you enter and all of your preferences, including the columns that display for your search results.

Users of Actionable Infolets can include saved searches created in Workspace as filters to quickly access relevant records. To access a different set of data, they can create a new saved search in Workspace and then expose the relevant saved search in the Actionable Infolets UI. This gives them a more targeted view of the records that they want to update and take immediate action on.

Create Saved Searches

Here's how to create a saved search:

  1. 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. The My Accounts saved search restricts your saved search to the accounts you own.

  2. Enter your search terms. You can enter search terms in the Search box, use filters, or both.

  3. You can add or change the columns displayed in the search results. See the Change Columns Displayed in Search Results topic for details.

  4. Click Save As.

    Here's a screenshot of Workspace highlighting the location of the Save icon (callout 1).

    Screenshot of Workspace showing a sample search
and the location of the Save icon

    The Create Saved Search window appears.

    Screenshot of Create Saved Search UI for a user
  5. Enter the name of your saved search.

  6. Optionally, select Set as my default saved search to make the saved search your personal default whenever you navigate to Workspace.

  7. Click Create.

Each business object comes with its own saved searches, which you can manage as described in the following steps. While each business object has its own list of saved searches, you can designate only one saved search as your personal default. This is the saved search that you see each time you open Workspace.

The next section is for non-administrative users only. Only administrators can assign saved searches to different roles and assign default saved searches to different user roles. For more information, see the Saved Search Setup section in the Implementing Sales guide

Manage Your Personal List of Saved Searches

From the Workspace UI selector:

  1. Select the business object.

  2. From the same menu select Manage Saved Searches.

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

    List of business objects that appears when you
click the business object selector. The image highlights the location
of the Manage Saved Searches task.

    The following screenshot shows the Manage Saved Searches window as seen by users. Here's a table that describes the columns highlighted in the screenshot by callouts.

    Callout Number Column Name Description

    1

    My Default Saved Search

    This is your personal default saved search. You 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, be selecting Accounts for Manage List, saved searches based on the Account business object are displayed. You can quickly switch between saved searches across objects. Once a new object is selected, saved searches related to that object are immediately displayed.

    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 lists provided by Oracle, you can hide them by deselecting the Show in List option.

    4

    Name

    You can rename your own personal saved searches here. However you can't rename other saved searches, such as those created or assigned by an administrator.

    5

    Shared With

    You can view but can't change the values here.

    6

    Delete

    You can only delete your own personal saved searches. You can't delete saved searched provided by Oracle or an administrator.

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

    • Rename personal saved searches you created

    • Hide save searches from your personal list, by deselecting Show in List.

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

You can perform user context saved searches based on smart lists. Workspace tracks your user context and activities and generates a smart list for each object. These smart lists are available as new saved searches for each object in Workspace, such as My Smart List for Accounts, or My Smart List for Leads, and so on. When you click on one of these saved searches, you see the most relevant results based on your object activity and context.

Use Workspace

Change Columns Displayed in Search Results

You can change which columns are displayed on the page and in what order by clicking Edit Column (the pencil icon). You can also change the width of the columns by dragging their sides. Your preferences can be saved as part of a saved search.

This screenshot highlights the location of the Edit Column icon.

Screenshot of the Workspace page highlighting the
location of the Edit Column icon

This screenshot shows the Edit Columns window where you set your column display preferences.

Screenshot of the Edit Columns window

Find the Most Recent Items You Worked On

The application remembers the last ten items you worked on for each of your work categories and displays a list as soon as you put your cursor in the Search box. So, to get to the last account you worked on, simply select Accounts, place your cursor in the search box, and click the account name in the list.

Here's a partial screenshot of Workspace highlighting the work category selection (callout 1), the search box (callout 2) and the list of recent items (callout 3).

Partial screenshot of Workspace showing the list
of recent items with sample recent items.

You can take several actions in Workspace:

  • Create records in Workspace by clicking Create.

  • Drill down and edit the records on the page.

  • Drill directly down into a record, such as an opportunity or account using a deep link. Since deep links are also exposed in other applications, such as Business Intelligence, you get quick access to open and view such records.

  • Take different actions on the records without drilling down on them, by clicking Actions (represented by the three dot icon in the Actions column).

    The available actions vary by business object. For example, for accounts you can create an appointment, create an opportunity, create a note, create a task, and log a call.

Here's a screenshot of Workspace showing the location of the Create icon (callout 1) and the Actions column (callout 2) with the actions menu open showing the available tasks for the Account business object.

Screenshot of Workspace showing Accounts with callouts
highlighting the location of the Create icon and the Actions column
and menu.

List of Predefined Actions for Workspace Objects

Most of the objects configured in Workspace has predefined actions associated with the object. You can navigate to the relevant areas in your sales process where you can perform actions at the record level. For example, you can easily complete or defer tasks without having to drill down to view the record, or you can accept or reject new leads at the click of a button.

You can select contacts or leads from your Workspace saved searches and add them as campaign members to Oracle Eloqua marketing campaigns through the Add to Campaign action. After the added contacts and leads are synchronized to Oracle Eloqua, they get added to the specified Oracle Eloqua marketing campaigns.

Here are the predefined actions that you can take for each of the Workspace objects and their associated saved searches.

Workspace Objects Predefined Saved Search Actions Multi-record Action

Accounts

  • All Accounts

  • My Accounts

  • My Smart List for Accounts

  • My Teams Account

    Specific for Sales Manager and Sales VP roles.

  • Create Appointment

  • Create Service Request

  • Create Opportunity

  • Log a Call

  • Create Note

  • Create Task

None

Activities

  • My Appointments

  • My Call Reports

  • My Calls to Log

  • My Open Tasks

  • My Overdue Tasks

  • My Team's Task

    Specific for Sales Manager, Sales VP, and Partner Sales Manager roles.

  • Mark Complete

  • Delete Appointment

  • Create Follow-Up Task

  • Decline Call Report Creation

  • Create Follow-Up Appointment

  • Delete Task

  • Create Note

  • Create Call Report

  • Delete Call Report

  • Delete Appointment

  • Delete Call Report

  • Delete Task

  • Mark Complete

Assets

  • All Active Assets

  • My Customers' Active Assets

  • My Customers' Potential Renewal Assets

    Specific for Sales, Channel, and Partner roles.

  • Log a Call

  • Create Appointment

  • Create Task

None

Deal Registrations

  • All Deal Registrations

  • All Deal Registrations Expiring Soon

  • All Deal Registrations Where I am on the Team

  • All Pending Deal Registrations

  • All Returned Deal Registrations

  • Deal Registrations Owned By Me

  • Create Appointment

  • Create Note

  • Create Task

  • Log a Call

None

Contacts

  • All Contacts

  • My Business Contacts

  • My Contacts

  • My Smart List for Contacts

  • Create Note

  • Create Task

  • Add to Campaign

  • Create Opportunity

  • Log a Call

  • Create Appointment

  • Create Service Request

None

Leads

  • My Open Leads

  • My Smart List for Leads

  • Open Leads Where I am on the Team

  • My Team's Open Leads

    Specific for Sales Manager and Sales VP roles.

  • Create Note

  • Add to Campaign

  • Reject

  • Score

  • Create Task

  • Retire Lead

  • Qualify

  • Create Appointment

  • Convert Lead

  • Rank

  • Run Assignment

  • Log a Call

  • Accept

  • Qualify

  • Unqualify

  • Rank

  • Run Assignment

  • Score

Opportunities

  • My Open Opportunities

  • My Smart List for Opportunities

  • Open Opportunities Where I am on the Team

  • My Team's Opportunities

    Specific for Sales Manager, Sales VP, and Partner Sales Manager roles.

  • Log a Call

  • Create Appointment

  • Save and Run Assignment

  • Create Task

  • Create Note

None

Partner

  • All Partners

    Specific for Channel Account Manager, Channel Operations Manager, Channel Sales Manager, and Partner Administrator roles.

  • My Partners

    Specific for Channel Account Manager, Channel Operations Manager, and Channel Sales Manager roles.

  • My Smart List for Partners

    Specific for Channel Account Manager, Channel Operations Manager, and Channel Sales Manager roles.

  • My Team's Partners

    Specific for Channel Operations Manager, and Channel Sales Manager roles.

  • Create Appointment

  • Create Note

  • Create Task

  • Log a Call

None

Partner Contact

  • All Partner Contacts

    Specific for Channel Account Manager, Channel Operations Manager, Channel Sales Manager, and Partner Administrator roles.

  • My Partner Contacts

    Specific for Channel Account Manager, Channel Operations Manager, and Channel Sales Manager roles.

Create Contact

None

Quotes and Orders

  • All Active Quotes

  • All Expired Quotes

  • My Active Quotes

  • My Expired Quotes

  • Log a Call

  • Create Appointment

  • Create Task

  • Create Note

None

Service Requests

  • All Open Service Requests

  • My Open Service Requests

  • Open Service Requests Created by Me

  • Open Service Requests Not Assigned to a Queue

  • Open Service Requests Where I Am on the Team

  • Unassigned Open Service Requests in My Queue

  • Delete

None

Use Dynamic Tabs and Nested Dynamic Tabs

If you have the required privileges and role, then dynamic and nested tabs enable you to quickly and easily navigate across and between grouped records without losing context. Under each open top-level dynamic tab, you can open objects as nested tabs. To open an associated record as a nested tab, click the object link. When you open a record in a nested tab, that record automatically becomes the active tab. You can manage objects such as Service Requests, Accounts, Contacts, Assets, Activities, Leads, Opportunities, and Custom Objects, with each supporting nested dynamic tabs.

For example, the Service Request object enables service users to interact with multiple records simultaneously through top-level dynamic tabs to save time accessing related information about a service interaction. The primary tabs display instances of objects such as SRs, Queues, Contacts, and Accounts. Other workspace objects not listed, such as Partner Accounts and Partner Contacts, open as modal windows.

Work with Dynamic Tabs and Nested Dynamic Tabs

When you have an open record and then open another record associated with the initial record, the record is shown as a nested tab of the primary record. For example, open an Account record as a top-level dynamic tab. Drill into other linked objects associated with that Account, such as the Primary Contact or Service Request. These objects open in a nested dynamic tab. The maximum number of dynamic tabs that you can open at one time is 10.

You can use the nested dynamic tabs to manage multiple related objects without confusion. The nested tabs enable better support for multiple interaction agents such as chat agents, and help increase agent productivity. The maximum number of nested tabs that you can open at one time is 5.

The nested dynamic tabs contain these buttons:

  • Save: Saves any data changes and remain on the same page.

  • Save and Close: Saves any data changes and closes the tab. This button displays on the first nested tab only if there are no other nested tabs opened. As soon as another nested tab is opened, this button is hidden.

  • Cancel: Discards any data changes and closes the tab. You're notified if there are unsaved changes.

You can close the top-level dynamic tab and all the nested tabs at one time by clicking the X icon on the top-level dynamic tab name. If you have unsaved changes in a nested tab and move away from the tab, a blue dot appears next to the tab label. A message also appears when you hover over the label to indicate the unsaved status. When you try to close a dynamic tab with unsaved changes in its nested tabs, a warning message appears.

FAQs for Workspace

How can I perform record-level navigation from Workspace?

You can use Previous and Next buttons on the record details page to navigate lists of records in Workspace. This significantly reduces the time spent going back and forth between edit and list pages.

This record-level navigation is available on the details pages only while navigating records for Account, Contact, Lead, Opportunity, Activity, and custom objects through the Workspace UI.

What actions can I take on multiple records at the same time?

You can perform some actions on multiple records at the same time. This saves you time and helps improve efficiency. For example, you can select multiple leads in Workspace and qualify them all by selecting the Qualify action. Here's a list of the Lead actions that can perform on multiple lead records: Accept, Qualify, Unqualify, Rank, Score, and Run Assignment.

When you select multiple activity records, you can also perform these Activity actions all at one time: Mark Complete, Delete Task, Delete Appointment, and Delete Call Report.

How can I search for appointments that don't have a corresponding call report?

Use the My Calls to Log saved search in Workspace to look for appointments that don't have a corresponding call report. From the list of search results returned, you can use either the Create Call Report or Decline Call Report Creation actions to follow through on appointments.

Why can't I see the tabs from the Manage Saved Searches UI?

To perform role-based administration in Workspace, including assigning saved searches to roles, and assigning a default saved search to roles, you must have access to the My List, Workspace List, and Default by Role tabs in the Manage Saved Searches box. You must have the ZCA_MANAGE_INTERACTIVE_LISTS_SAVED_SEARCH privilege assigned to your role to see these tabs. Otherwise you will see a single window in Manage Saved Searches enabling you to manage your personal saved searches only.

Let's say you have the Channel Operations Manager role. These tabs enable you to assign saved searches from the Partner and Partner Contact objects to Partner and Channel user roles. Without the privilege added to your role, you're limited to managing only personal saved searches.

The ZCA_MANAGE_INTERACTIVE_LISTS_SAVED_SEARCH privilege can be assigned to any user role who should have administrative access to the Manage Saved Searches UI.

Why does the Default Saved Search field display with either no name or with a Select drop-down list?

If you don't have permission to view the object associated with the default saved search references, then the Default Saved Search field in the Manage Saved Searches > Defaults by Role window is either empty or contains the word "Select". Let's say you don't have permission to view the Partner object. A role name such as Channel Account Manager, who has a Partner default saved search assigned to that role, will not display in the Default Saved Search field. In addition, saved searches that you don't have permission to access do not appear in the Default Saved Search drop-down list. To view the assigned default saved search, or to assign a default saved search to a user role, you must have permission to view the object underlying the saved search.

What can I do if I get too many results when searching for an account by name?

Workspace is designed to permit broad searches. If you're getting too many irrelevant results, then add filters. To display only the matching account names, add the Name field as a filter and enter your search term there.

What happens when I search for Activities owned by my subordinates?

Workspace search returns both your activities and your subordinate activities. However, in the Activity simplified UI, only your subordinate activities are returned. This is unique for the Activities object. Searches for all other objects returns both your and your subordinate records in the Workspace search UI and in the specific object's UI.

This image shows the search results (callout 2) based on the record set (callout 1). Gabrielle Lee has logged in and she can see the activities that she owns when Record set is "My subordinates own"

Shows the search results with callouts for Activities
based on the my subordinates record set

To get around this and to keep the Activities object search results consistent in both UI's, exclude the Owner name in Workspace (callout 2) using the advanced search feature on the Owner filter (callout 1) as shown in this image.

Shows activity search results with owner filter
excluded

Why can't I find the information I just entered in Workspace?

Workspace requires a few moments to index new information for it to become searchable. If you search for information just entered and don't find it, wait a few moments and try again.