14Accounts and Contacts

This chapter contains the following:

Account and Contact Basics

Some basic terminology first. Your sales application is set up for business-to-business sales, so accounts are the organizations you sell to. The account Type field indicates if an account is a prospect or a customer. You can create contacts for a specific account or you can create standalone contacts.

You can track lots of information for accounts in the various tabs, but most of the information comes from other business objects. For account-specific information, you use the Overview and Profile tabs. Here's what you can tell about the sample account in the screenshot just by looking at the Overview tab:

  • You know this account is an existing customer because the account Type field (callout 1) is set to Customer.

  • The Industry field displays the primary industry for this customer (callout 2).

    You can add multiple industries for each account, but, if you're assigning accounts by industry, then the account gets assigned using the primary industry.

  • The tab displays the primary address (callout 3) and information about the primary contact (callout 4).

  • The account owner (callout 5) is usually the person who created the account, but can be reassigned.

  • If you're tracking account relationships, clicking the Ultimate Parent field (callout 6) gets you to the top of the account hierarchy. You must expose this field during setup.

  • The Parent Account (callout 7) just gets you to the immediate parent account.

  • You can view and edit the whole account hierarchy by clicking Manage Account Hierarchy (callout 8).

Portion of the Edit Account page highlighting information
described in the text.

On the Edit Account, Profile tab, salespeople can add additional industry classifications for the account (callout 1 in the following screenshot), but, without further setup, sales territory assignment uses only the primary industry, indicated by the check mark icon.

There are multiple ways you can configure the Profile tab. For example, you can:

  • Capture multiple emails, phones, and names and tack customer and contact preferences (callout 2).

  • Capture multiple addresses. Only the primary address is used for opportunity assignment (callout 3)

  • Display additional fields, including your own classifications that you can use for opportunity assignment (callout 4).

Edit Account page, Profile tab with highlights
showing different sections you can add

Industry Classification Category Types for Accounts

You can specify which industry classification category you want to use for your accounts. By default, the application uses the CUSTOMER_CATEGORY classifications created by Oracle. The other classification available categories include:

  • 1972 SIC

  • 1977 SIC

  • 1987 SIC

  • CUSTOMER_CATEGORY

  • NACE

  • NAF

  • NAICS_1997

  • NAICS_2002

You can add other classification categories, such as NAICS 2012 and NAICS 2017, to this list as described in the topic: Add to the List of Available Industry Classification Categories

If you plan to enrich your account records with Dun & Bradstreet Corporation data available from Oracle Data as a Service (DaaS), then you must either select the 1987 SIC category or add another supported category, such as NAICS 2017, to the list.

Account Addresses

As delivered, the accounts pages display a single primary address for each account. You can make it possible for salespeople to view and enter additional addresses by configuring the Profile tab on the Edit Account page. When you expose multiple addresses, salespeople can indicate the address type and they can designate any one of the addresses as the primary address. The application uses the primary address for assigning accounts, opportunities, and leads by address. The primary address is also the address that gets displayed automatically wherever addresses are listed.

Single Address

By default, the Profile tab of the Edit Account page displays the Address section with the primary address for the account. Here's a screenshot.

The Profile tab on the Edit Account page highlighting
the default Address section

The single address UI doesn't display the address type which is set as "Sell to" under the covers. You can set a different default type using the system profile option Default Address Type for Account.

Multiple Addresses

When you configure the Profile tab to display multiple addresses, salespeople see the Addresses section listing the multiple addresses. On the tab, you can select any address as primary or delete it. You drill down on an address to edit it or change its type. Here's a screenshot of the tab.

The Profile tab on the Edit Account page highlighting
the Addresses section

You add addresses by clicking Add. Here's a screenshot of the Add Address window.

Add Address window

You select one of the available address types from the Type list. An account can have multiple addresses of the same type. You must display the Type field in the window as part of your setup.

Overview of Account and Contact Setup

Here's an overview of the setups covered in this chapter:

Step Description Navigation Where to Get More Details

1

Select the industry classification category you want to use to classify your accounts in the system profile option MOT_INDUSTRY_CLASS_CATEGORY.

If the classification category you want to use isn't available in the system profile, you may be able to add it to the list of available categories using the task Manage Classification Groups.

If you're enriching your data with Oracle Data as a Service (DaaS), you must use the 1987 SIC category unless you add additional classification categories supported by DaaS, such as NAICS 2017.

Choose the classification carefully, especially if you're using the industry of an account for assignment and forecasting. Switching industry categories after you enable sales territories and import account data is complicated. You must load and activate sales territory dimensions again and reimport your account data with the new classification codes.

  • In Setup and Maintenance, go to the following:

    • Offering: Sales

    • Functional Area: Territories

    • Show: All Tasks

    • Manage Classification Groups

  • In Setup and Maintenance, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Manage Administrator Profile Values

See the topics:

  • Specify the Industry Classification for Accounts

  • Add to the List of Available Industry Classification Categories

2

Prevent salespeople from entering duplicate contacts and accounts in the UI by enabling automatic duplicate checking. There are just two setups required:

  • Enable the duplicate matching server.

  • Activate the duplicate matching configuration provided by Oracle.

  • In Setup and Maintenance, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Show: All Tasks

    • Manage Server Configurations

      Manage Enterprise Data Quality Matching Configurations

See the topic: Enable Duplicate Checking

3

As delivered, the accounts UI displays and enables the entry of one primary address for each account. If you need more than one address, you can use Application Composer to enable multiple addresses on the Edit Account page, Profile tab. Salespeople can view and enter additional addresses on this tab. Other accounts pages continue to display the primary address.

When they add or edit addresses on the Profile tab, salespeople select an address type to indicate how the address is used. You must use the Page Composer tool to expose the Type field on the Add Address window.

Navigator > Configuration > Sandboxes

See the topic: Enable Multiple Account Addresses

4

You can make it possible for salespeople to go directly to the top account in the account hierarchy, by exposing the Ultimate Parent field in the Edit Account page Overview tab. You can make this Application Composer UI change in the same sandbox as the previous step.

Navigator > Configuration > Sandboxes

See the topic: Display the Account at the Top of the Account Hierarchy in the Account Overview Tab

5

By default, the Type field lists three address types:

  • Bill to

  • Ship to

  • Sell to

You can specify different and additional address types by editing the lookup type Party Site Use Code (PARTY_SITE_USE_CODE). This lookup type is shared with other Oracle Fusion applications. Only values tagged with SALES_CLOUD are available for use in the sales application.

In Setup and Maintenance, go to the following:

  • Offering: Sales

  • Functional Area: Sales Foundation

  • Show: All Tasks

  • Manage Standard Lookups

See the topic: Manage Address Types

Add to the List of Available Industry Classification Categories

Use these steps to add to the list of available industry classification categories. For example, if you want to use NAICS 2017 for your accounts, you can add it as described here.

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

    • Offering: Sales

    • Functional Area: Accounts and Contacts

    • Task: Manage Classification Groups

  2. Click Search without entering any search criteria.

  3. Highlight the row for Industrial Categories in the search results.

  4. Click Edit (the pencil icon).

  5. On the Edit Classification Category Group: Industrial Categories page, click Add Row (the plus sign icon).

  6. From the Classification Category list, select the classification category you want to add, for example, ORA_HZ_NAICS_2017.

  7. Click Save and Close.

  8. On the Manage Classification Category Groups page, click Done.

Specify the Industry Classification Category for Accounts

Specify the type of industry classifications you want to use for accounts.

  1. Open the task Manage Administrator Profile Values from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. In the Search: Profile Option region, Profile Option Code field, enter MOT_INDUSTRY_CLASS_CATEGORY.

  3. Click Search.

  4. If you don't see the classification category you need, try adding additional classification categories to this list as described in the topic: Add to the List of Available Industry Classification Categories.

  5. Select the classification category from the Profile Value list.

  6. Click Save and Close.

Enable Duplicate Checking

You can have the application automatically check for possible duplicates whenever a salesperson creates an account or a contact. Salespeople see the possible duplicates in a separate window and get to decide if they want to continue creating the new record or edit an existing one instead. Setup is simple: just enable the duplicate checking sever, activate the built-in duplicate matching, and you're ready to go.

Here's a screenshot of the window salespeople see when the attempt to create an account with possible duplicates.

Possible Duplicates window

In the background, the application uses sets of rules, called matching configurations, to identify potential account and contact duplicates. If you license Oracle Customer Data Management, you can create matching configurations of your own and you can also check for duplicates in your data in batches. Oracle Customer Data Management includes industrial-strength data cleansing features, but the basic duplicate checking you are enabling here is available free of additional charges.

Enable the Server Used for Duplicate Matching

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

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Server Configurations

  2. Click the Enable option for EDQ Realtime and Batch Basic Cleanse Server.

  3. If you plan to sign up for a trial subscription or a paid subscription to the Address Verification Cloud Service, then also enable EDQ Realtime and Batch Basic Match Server.

    Screenshot of the Manage Data Quality Server Configurations
page
  4. Click Save and Close.

Activate the Existing Duplicate Matching Configurations

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

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Enterprise Data Quality Matching Configurations

  2. Activate each of the matching configurations provided by Oracle:

    • Account Duplicate Identification

    • Contact Duplicate Identification

    • Address Duplicate Identification

    Here's how:

    1. Drill down into the configuration to edit it.

    2. In the Edit Match Configuration page, click Rebuild Keys.

      The application warns you that all existing keys will be purged.

    3. Click Yes.

      The application starts the key generation process, which takes a few minutes to complete. The page does not automatically refresh the status, but you can monitor the progress of the process in the Scheduled Processes work area (Navigator > Tools > Scheduled Processes)

      Here's a partial screenshot of the Edit Match Configuration page highlighting the Rebuild Keys button (callout 1), which is disabled after you start the process. When the process completes, the page displays the Active option (callout 2).

      Edit Match Configuration for Contact Duplicate
Identification
    4. Select the Active option.

    5. Click Save and Close.

    6. Reply Yes to the warning.

    7. In the Incremental Key Generation window, click Submit.

    When you are done, all three configurations should now have a check mark in the Active column on the Manage Enterprise Data Quality Matching Configurations page.

Enable Multiple Account Addresses

Here's how to enable multiple addresses for accounts. You can use similar steps to enable multiple addresses for contacts and for other sales objects that display addresses, such as households.

Create and Enter a Sandbox

Create and enter a sandbox with the Application Composer and Page Composer tools enabled.

  1. In the Navigator, click Configuration > Sandboxes.

  2. Click Create Sandbox.

  3. Enter a sandbox name.

  4. Select Active for Application Composer and Page Composer.

  5. Click Create and Enter.

  6. From the sandbox Tools menu, select Application Composer to enter the tool.

Display Multiple Addresses on the Account Profile Tab

While in Application Composer, expose Multiple Addresses in a custom layout:

  1. Open the Standard Objects node on the left panel.

    Open the Account node.

  2. Click Pages

  3. On the Application Pages tab, scroll down to the Details Page Layouts section.

  4. Select Standard Layout and click Duplicate.

  5. In the Duplicate Layout window, enter a new name for your layout or just click Save and Edit.

  6. Drill down into your layout.

  7. Click the Profile tab in the Subtabs Region.

  8. Scroll down until you see the Primary Address and Multiple Address selections.

  9. Click the Show link for Multiple Address.

  10. Click Hide for the Primary Address.

    Multiple Address now displays Hide and Primary Address displays Show. Here's a screenshot:

    Details Layout showing the settings of the Primary
Address and Multiple Address settings for displaying the Multiple
Addresses section
    Note: You can't expose both regions at the same time.
  11. Click Done to leave Application Composer.

Expose the Type Field

Expose the address Type field in the Add Address window. As they add addresses, salespeople use the field to indicate if an address is a sell-to address, a bill-to address, and so on. Exposing the field on the Add Address window automatically adds it to the Edit Address window as well.

  1. Click Home.

  2. Navigate to the Accounts work area.

  3. From the sandbox Tools menu, select Page Composer to open Page Composer.

  4. Click Create Account.

  5. In the Create Account Page, enter an account name. The name is unimportant.

  6. Click Save and Continue.

  7. Click Add.

  8. With the Add Address window open, click Select in the Page Composer toolbar.

    Here's a screenshot of the sandbox and Page Composer toolbars with features highlighted by callouts.

    Callout Number Description

    1

    Sandbox toolbar. When you select Page Composer from the Tools menu, the Page Composer toolbar appears below.

    2

    Make sure Page Composer is in the Add Content mode while you navigate between pages.

    3

    Switch to the Select mode when you're ready to configure a component.

    4

    You must click Close for your configurations to get saved in the sandbox.

    Screenshot of the sandbox and Page Composer toolbars,
highlighting key features with callouts.
  9. Click right above the Country field (or the Search and Select field if you have account enrichment integration enabled).

    Page Composer highlights a horizontal region with a box and displays a menu with Edit Component and Edit Parent Component selections. Here's a screenshot of the right-hand side of the Add Address window showing a portion the box and the menu.

    Screenshot of the right-hand side of the Add Address
page showing the Page Composer box and the menu with Edit Component
and Edit Parent Component selections.
  10. Click Edit Component in the menu.

  11. In the Component Properties: panelFormLayout window, select the Children tab.

  12. Select the Type check box.

    Here's a screenshot of the Component Properties window, Children tab, highlighting the Type field check box.

    Screenshot of the Component Properties window,
Children tab, highlighting the Type field check box.
  13. Click OK.

    The Type field now displays in the Add Address window.

  14. Click Close on the Page Composer toolbar to save your work.

  15. Test your configuration:

    1. Click Create Account.

    2. Enter a name.

    3. Click Add.

    4. Verify that the Type field displays a list of values.

  16. You're now ready to publish your sandbox.

Publish Your Sandbox

  1. Click Navigator > Configuration > Sandboxes.

  2. On the Sandboxes page, click the name of the sandbox.

  3. Click Publish.

  4. Click Continue to publish.

  5. When the sandbox completes publishing, click Done.

Display the Account at the Top of the Account Hierarchy in the Account Overview Tab

You can make it easy for salespeople to see the top of the account hierarchy by exposing the Ultimate Parent field on the Edit Account Overview tab. If you don't expose this field, salespeople can still view the top account, but they must traverse the account hierarchy itself.

  1. Create and enter a sandbox with Application Composer.

  2. In the navigation tree, expand Standard Objects, and then expand Account

  3. Click the Pages node.

  4. Ensure that the Application Pages tab is selected.

  5. In the Details Page Layouts region, open a custom layout or create a custom layout by duplicating the standard layout.

  6. In the custom layout, click Edit (the pencil icon highlighted in the screenshot) for the Account Overview Subtab.

    Portion of the Application Composer, Details Layout
page highlighting the Edit icon for the Account Overview Subtab
  7. In the Configure Detail Form, select Ultimate Parent from the list of Available Fields and move it to the list of Selected Fields.

  8. Move the field right above the Parent Account field.

    Portion of the Application Composer, Details Layout
page, Configure Detail Form section, highlighting the Ultimate Parent
field
  9. Click Save and Close.

  10. Click Done.

  11. To test the changes, view the Account Overview page for an account.

  12. Publish the sandbox.

Manage Address Types

You can specify what address types are used in your sales application by editing the lookup type Party Site Use Code (PARTY_SITE_USE_CODE).

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

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Show: All Tasks

    • Task: Manage Standard Lookups

  2. On the Manage Standard Lookups page, search for the lookup type PARTY_SITE_USE_CODE or the meaning Party Site Use Code.

  3. Your sales application uses only those values that are enabled and include the tag SALES_CLOUD.

    Here are the available values for sales:

    Lookup Code Meaning

    BILL_TO

    Bill to

    SELL_TO

    Sell to

    SHIP_TO

    Ship to

  4. You can enable additional values for your sales application by entering SALES_CLOUD in the Tag field.

  5. You can also create address types of your own using the New button.

  6. Click Save and Close.