11Sales Users and Role Provisioning

This chapter contains the following:

Types of Sales Users

After you have signed up with your Oracle cloud service, you receive the user name and password for one initial user. The initial user is provisioned with the job roles and privileges necessary to perform many implementation tasks, including creating other users. This topic describes the privileges assigned to the initial user and to each of the different types of sales user that the initial user can create.

Note: The user types outlined are suggestions. The privileges granted to any user are entirely dependent on the assigned job and abstract roles so, for example, you can create a sales user who's also a setup user if you want.

Initial Users

As an initial user, you can perform many security tasks such as creating other users. But you can't perform all the implementation tasks without assigning yourself additional privileges. For example, as an initial user you can submit scheduled processes but can't monitor their status.

These are the roles assigned to the initial user:

  • Application Implementation Consultant job role

    Provides access to all setup tasks across all products.

  • IT Security Manager job role

    Provides access to security tasks, including the ability to assign other job and abstract roles.

  • Application Diagnostic Administrator job role

    Provides access to diagnostic tests and data.

The initial user can create each of the following types of user.

Setup Users

You can create setup users and provision them with the same job roles as the initial user so that they can help to perform the setup tasks. Setup tasks include managing security, enterprise setup, and creating other users, including other users with the same privileges.

In order that setup users can perform all implementation tasks, then in addition to assigning them the same roles as the initial user, you must also provision them with these roles:

  • Sales Analyst job role

    Makes it possible to create Sales Predictor rules.

  • Sales Administrator job role

    Permits the setup user to perform the same tasks as a sales administrator, such as set up and administer sales territories and processes.

  • Employee abstract role

    Provides the ability to run and monitor background processes.

Setup users aren't part of the sales organization so they aren't created as resources in the sales application and aren't provisioned with the Resource abstract role. You can't assign sales work to setup users and they can't view sales transaction data or reports. But setup users do have the privileges to assign themselves additional roles to make those tasks possible. For information about creating setup users, see Getting Started with Your Sales Implementation at http://docs.oracle.com/.

Sales Administrators

Sales administrators, like other sales application users, are created as resources and are provisioned with job and abstract roles on the basis of the resource role they're assigned. You must create at least one sales administrator user.

Sales administrators are provisioned with the Sales Administrator job role, which includes permissions to manage the import of data from legacy systems, to configure the application according to business needs, and to set up and administer the sales territories and sales processes.

Sales administrator users can view sales transactional data and reports but can't configure sales application security or perform tasks related to an enterprise setup. Sales administrator users are provisioned with these roles:

  • Sales Administrator job role

  • Resource abstract role

  • Employee abstract role

To create sales administrators, follow the procedure outlined in the topic Creating Application Users.

Sales Application Users

You create sales application users as resources. As resources, application users can be assigned work and appear in your sales organization directory.

Sales users are provisioned with job and abstract roles according to the resource role they're assigned. The provisioned job roles don't permit sales users to perform implementation tasks, but they can perform a functional setup within the application, depending on their role. Provision sales application users with these roles:

  • The job roles that they require to perform their job

  • The Resource abstract role

  • The Employee or the Contingent Worker abstract role, depending on the employee type of the user

Sales Restricted Users

To do their jobs effectively, users must be able to view all the data that's relevant to their role. In some cases, however, users don't require the ability to create, update, or delete that data. You can create sales application users who have extensive privileges to view sales data, but limited privileges to change data, by provisioning users with these roles:

  • Sales Restricted User job role

  • Resource abstract role

  • Employee abstract role

Users assigned the Sales Restricted User job role can:

  • View accounts, contacts, leads and opportunities.

  • Create and modify reports and analytics.

  • Update, create and manage service requests.

  • Create, update and delete notes, tasks and activities for the Activity object.

  • Edit forecasts.

  • Access content in Sales Lightbox.

Assigning the Sales Restricted User job role to the following types of users provides these users with the visibility into sales data that they require, without assigning them excess privileges.

  • Back office users can view reports, edit forecasts, and view activities.

  • Service representatives can view customer information and can see leads and opportunities.

  • Seasonal or administrative users can view leads and opportunities.

The Essential User license provides a user with a read-only subscription to Oracle CX Sales and B2B Service. You must provision the Sales Restricted User job role to users who are assigned an Essential User license.

Note: Some users may require read-only access to application data but don't need any data update privileges. For example, an auditor who reviews application data for regulatory reasons but isn't authorized to change anything. You can assign read-only access to individual users using the Read Only Mode (FND_READ_ONLY_MODE) profile option. For information on how to configure this access for a user, see the topic Provide Read-Only Access for Individual Users.

Methods of Creating Users

This topic provides information about the methods available for creating users. Review this information before you create setup and sales application users. You can create users in either of the following ways:

  • Create users individually in the Manage Users work area.

    You can navigate to this work area using the Navigator menu from any application page.

    Use this method to create setup users, and to create individual sales application users.

  • Import users using the Import Management functionality or using the Quick Import Excel macros which you can download from My Oracle Support.

    Import users if you have a large number of users to create. To import users, you must understand how user attributes are represented in the application and how to map the source attributes to the attributes required by the application. You can't import setup users because the import process requires you to import sales resources. For additional information about importing users, see the following information at http://docs.oracle.com/:

    • The chapter about importing users in the guide Getting Started with Your Sales Implementation

    • The chapter about importing employee resources in the guide Oracle CX Understanding Import and Export Management for CX Sales and B2B Service

Note: Don't use the Security Console for creating individual users. You must create sales users as resources who are part of the sales resource hierarchy and you can't create sales resources in the Security Console. Use the Security Console to perform the user management tasks, such as resetting user passwords and updating user email addresses, described in this guide.

Tasks You Accomplish by Creating Users

When you create users, a number of other tasks are automatically performed. For example, users are sent emails with their user names and initial passwords, and the organization chart for your sales organization is built. Whether or not a task is performed depends on the type of user created, as explained in the following sections.

Tasks Accomplished for all Users

The tasks in the following table are completed regardless of the type of user you create: setup users, sales administrators, or sales application users. These tasks are performed whether the user is created in the UI or through file import.

Task Accomplished Comments

Notifies a user when a user account is created and provides sign-in details.

You can prevent emails from being sent either when creating individual users or by changing the default notification settings as described in the chapter Setting Up Applications Security.

The application sends the user notifications only once, either on account creation or later, depending on the setup.

Automatically provision the job and abstract roles that provide the security settings users require to do their jobs.

Job and abstract roles are provisioned based on the autoprovisioning rules discussed later in this chapter.

Create rudimentary employee records. Employee records are used only if you're also implementing Oracle HCM Cloud, or if you implement it in the future.

You must specify each user either as an employee or as a contingent worker and enter the user's business unit and legal employer. When you create users, the application generates employee records for each user based on your entries.

Tasks Accomplished for Resource Users

When you create users as resources by entering resource information for the user, the application also performs the tasks shown in the following table.

Note: These tasks don't apply to setup users because they're not created as resources in the organization.
Task Accomplished Comments

Create resources that can be assigned sales work such as leads, opportunities, and tasks.

Setup users aren't resources in your application and so can't be assigned to sales teams or view reports.

Create the resource reporting hierarchy used for reporting, forecasting, and work assignments.

When you create a resource, you specify a manager for that resource and build a resource reporting hierarchy.

Create resource records that individual users can update with personal information to complete a directory of your organization.

Setup users aren't resources and so their information doesn't appear in your sales organization directory.

Create a hierarchy of resource organizations.

Each resource is assigned to a resource organization, and the application builds a hierarchy of these organizations based on the resource reporting hierarchy. Setup users aren't resources and so aren't assigned to resource organizations.

Resource Reporting Hierarchy

You build a resource reporting hierarchy when you create sales application users by specifying the manager of each user you create, except for the user at the top of the resource hierarchy, for example, the CEO. If you're creating users in the user interface, then you must start by creating the user at the top of the hierarchy and work your way down. If you're importing users, then the order doesn't matter provided that all of your users are in the same file.

The resource reporting hierarchy doesn't have to mirror the formal reporting hierarchy, which is captured separately in the Oracle HCM Cloud application if it has been implemented. In Oracle CX Sales and B2B Service, you can have only one resource reporting hierarchy reporting to one person.

Resource Organizations and the Resource Organization Hierarchy

You must assign each manager that you create as a user with his or her own resource organization. All direct reports who are individual contributors inherit their manager's organization. The application automatically builds a resource organization hierarchy, using the resource reporting structure. The resource organizations remain even if managers leave. You can reassign the resource organizations to their replacements.

In CX Sales and B2B Service, resource organizations serve a limited purpose. The name of each resource organization appears in the application's Resource Directory, which users can access to obtain information about their coworkers, and in social media interactions. However, resource organizations aren't used in application security or for work assignments. You assign work to individuals rather than their organizations.

You access the Resource Directory from the Navigator menu. The resource organization names appear under each person's title. The resource organization names don't have to reflect the names of departments. Departments are tracked along with employee records in the Oracle HCM Cloud application if it has been implemented.

Role Provisioning

This topic describes how role provisioning is implemented in the sales application.

About Provisioning Roles to Users

Sales users gain access to data and functions through the job and abstract roles they're assigned. Roles are provisioned to users through predefined role provisioning rules, or through provisioning rules you create using the Manage HCM Role Provisioning Rules task from the Setup and Maintenance work area. Each provisioning rule, also known as a role mapping, defines the following:

  • The job and abstract roles to provision

  • The conditions that must exist for the roles to be provisioned

  • Whether or not role provisioning is automatic

The provisioning rules use resource roles as the condition for provisioning job and abstract roles to sales users. Each provisioning rule can use one resource role and you assign a resource role to each sales user you create.

Note: The resource role should not be confused with job or abstract roles, which provide the user's security permissions. The resource role merely describes the role the user plays in the organization and provides the job title which appears in the company resource directory for the user.

If you select the automatic role provisioning option for a rule, then roles are provisioned automatically when you create the user if the user matches the rule conditions. It doesn't matter if you create users manually in the user interface, or import them from a file or using the Sales User Quick Import Excel macro.

The following figure provides an example of how role provisioning rules work.

  1. When you create the Sales Manager user, you assign that user the Sales Manager resource role provided by Oracle (callout 1), which is the user's title in the organization. You also create the user as an employee person type.

  2. The role provisioning rules use the resource role and person type values as conditions.

  3. When you create a user as an employee with the sales manager resource role, then the conditions are true and the rules automatically assign the user with the Sales Manager job role and the Resource abstract role, and with the Employee abstract role.

Example of a role provisioning rule that uses the
resource role as a condition

Sales Resource Roles Provided by Oracle

Oracle provides you with the following standard sales organization resource roles and the appropriate job roles for each:

  • Channel Account Manager

  • Channel Administrator

  • Channel Operations Manager

  • Channel Partner Administrator

  • Channel Sales Director

  • Channel Sales Manager

  • Chief Executive Officer

  • Contract Administrator

  • Contract Manager

  • Customer Data Steward

  • Data Steward Manager

  • Master Data Management Application Administrator

  • Partner Administrator

  • Partner Sales Manager

  • Partner Salesperson

  • Sales Administrator

  • Sales Lead Qualifier

  • Sales Manager

  • Salesperson

  • Sales Restricted User

  • Sales Setup User

  • Sales Vice President

Sales Role-Provisioning Rules Provided by Oracle

Oracle provides role provisioning rules for provisioning most of the standard sales job roles to users. Oracle also provides rules to assign the Employee abstract role to all active users who are created as employees, and the Contingent Worker abstract role to active non-employee users who are created as contingent workers.

The role provisioning rules Oracle provides are created automatically when you set up your company information using the Create Company Information quick setup task. You perform this step after enabling your Sales or Service offering. If you set up the company information in a different way, perhaps because you're implementing a number of cloud services at the same time, then you must create the provisioning rules yourself using the steps outlined in the topic Create Rules to Automatically Provision Job Roles to Sales Users. For information about setting up your company information, see the Getting Started with Your Sales Implementation guide.

The following table lists the role provisioning rules provided by Oracle, the condition that triggers the provisioning, and the job and abstract roles the rule provisions. With the exception of the partner provisioning rules, each rule uses two rule conditions to provision the relevant roles to a user:

  • Resource Role or Person Type

    The Resource Role or Person Type condition specifies the job and abstract roles assigned to users.

  • HR Assignment Status

    The HR Assignment Status condition ensures that the provisioned job roles are automatically removed if the user is terminated.

    The HR Assignment Status condition isn't applicable to partner users who are created as external sales users. As a result, the partner provisioning rules specify only one condition, Resource Role.

The Requestable, Self-Requestable, and Autoprovision options are enabled for each role assigned by the provisioning rules.

Provisioning Rule Name Condition Job or Abstract Roles Provisioned

Channel Account Manager

HR Assignment Status is Active

Resource Role is Channel Account Manager

Channel Account Manager

Resource

Channel Sales Manager

HR Assignment Status is Active

Resource Role is Channel Sales Manager

Channel Sales Manager

Resource

Channel Operations Manager

HR Assignment Status is Active

Resource Role is Channel Operations Manager

Channel Operations Manager

Resource

Chief Executive Officer

HR Assignment Status is Active

Resource Role is Chief Executive Officer

Sales VP

Resource

Contract Administrator

HR Assignment Status is Active

Resource Role is Contract Administrator

Contract Administrator

Resource

Contract Manager

HR Assignment Status is Active

Resource Role is Contract Manager

Contract Manager

Resource

Customer Data Steward

HR Assignment Status is Active

Resource Role is Customer Data Steward

Customer Data Steward

Resource

Data Steward Manager

HR Assignment Status is Active

Resource Role is Data Steward Manager

Data Steward Manager

Resource

Partner Administrator

Resource Role is Partner Administrator

Partner Administrator

Partner Sales Manager

Resource Role is Partner Sales Manager

Partner Sales Manager

Partner Sales Representative

Resource Role is Partner Salesperson

Partner Sales Representative

Sales Administrator

HR Assignment Status is Active

Resource Role is Sales Administrator

Sales Administrator

Resource

Sales Lead Qualifier

HR Assignment Status is Active

Resource Role is Sales Lead Qualifier

Sales Lead Qualifier

Resource

Sales Manager

HR Assignment Status is Active

Resource Role is Sales Manager

Sales Manager

Resource

Sales Representative

HR Assignment Status is Active

Resource Role is Salesperson

Sales Representative

Resource

Sales Restricted User

HR Assignment Status is Active

Resource Role is Sales Restricted User

Sales Restricted User

Resource

Sales Setup User

HR Assignment Status is Active

Resource Role is Sales Setup User

Application Implementation Consultant

IT Security Manager

Application Diagnostics Administrator

Sales Administrator

Sales Analyst

Sales Vice President

HR Assignment Status is Active

Resource Role is Sales Vice President

Sales VP

Resource

Contingent Worker

HR Assignment Status is Active

System Person Type is Contingent Worker

Contingent Worker

Employee

HR Assignment Status is Active

System Person Type is Employee

Employee

Resource Roles and Provisioning Rules for Service

Oracle provides resource roles for the Service offering which are used to provision the standard service job roles. Oracle also provides the role provisioning rules for these resource roles so that service users are automatically assigned the job and abstract roles they need.

These are the service role provisioning rules provided by Oracle, the condition that triggers the provisioning, and the job and abstract roles each rule provisions.

Provisioning Rule Name Condition Job or Abstract Roles Provisioned

Service Vice President

HR Assignment is Active

Resource Role is Service Vice President

Customer Service Manager

Resource

Service Administrator

HR Assignment is Active

Resource Role is Service Administrator

Customer Relationship Management Application Administrator

Resource

Service Manager

HR Assignment is Active

Resource Role is Service Manager

Customer Service Manager

Resource

Service Representative

HR Assignment is Active

Resource Role is Service Representative

Customer Service Representative

Resource

Note: If you didn't use the Create Company Information quick setup task to set up your company information, then the predefined role provisioning rules aren't created; you must create the provisioning rules yourself. For information about creating provisioning rules, see the topic Create Rules to Automatically Provision Job Roles to Sales Users.

Steps for Setting Up Role Provisioning

Before you create sales users, there are some role provisioning setup tasks you might have to perform, such as creating additional resource roles or role provisioning rules. These tasks are described in this topic.

Create Additional Resource Roles

Resource roles are provided for the most commonly used job roles included with the application. Resource role and job role names are the same except for the Salesperson resource role, which provisions the Sales Representative job role, and the Chief Executive Officer resource role, which provisions the Sales Vice President job role. Review the predefined resource roles provided with the application and determine whether or not you require additional resource roles.

You create additional resource roles using the Manage Resource Roles task from the Setup and Maintenance work area in the following circumstances:

  • You are creating users with job roles that aren't provided by Oracle, or your organization uses different job titles. For example, you must create an Inside Sales Representative resource role if you want to include the Inside Sales Representative title in your organization chart. It's not one of the resource roles created for you.

  • You want to provision a user or a subset of users with special privileges. For example, if one of the sales managers in the organization is also in charge of maintaining territories and sales processes, then you create a new resource role that you can provision with both the Sales Manager and the Sales Administrator job roles.

For information on creating additional resource roles, see the topic Create Additional Resource Roles.

Create Additional Role Provisioning Rules

Predefined role provisioning rules are created automatically when you set up your company information using the Create Company Information quick setup task. A role provisioning rule is provided for the standard resource roles included with the application but you must create provisioning rules for any additional resource roles you create.

When you're creating provisioning rules for users who are sales resources, each rule must provision both the relevant job role and the Resource abstract role. You can assign multiple job roles to an individual. For information about creating provisioning rules, see the topic Create Rules to Automatically Provision Job Roles to Sales Users.

Note: If you didn't use the Create Company Information quick setup task to set up your company information, then the predefined role provisioning rules aren't created; you have to create the provisioning rules yourself. For information about the predefined provisioning rules, see the topic Role Provisioning. For information about setting up your company information, see the Getting Started with Your Sales Implementation guide.