9Accounts, Contacts, and Households

This chapter contains the following:

You can use the Accounts pages to manage the information related to your sales accounts, including customers, prospects, contacts, and households.

Use the account management capabilities to:

  • Create and update accounts, prospects, contacts, and households

  • Maintain account hierarchy

  • View household relationships

  • Enrich customer data

As your work with the account management application, keep in mind the following terminology:

  • Account: An account is an organization that a salesperson sells to. Accounts can be prospects or customers.

  • Contact: A contact is an individual. A contact need not be related to a customer. A person may be a customer or a customer contact.

  • Customer: A customer is someone with whom you have a selling relationship. The selling relationship can result from the purchase of products and services, or from the negotiation of terms and conditions that provide the basis for future purchases.

  • Household: A household is a group of contacts with whom you have a selling relationship. Households provide valuable segmentation information about the household as a whole, as well as summary of information about the household member contacts. Usually all the contacts reside at the same address and have a similar set of attributes that accounts do, such as team members, territories, and contacts.

  • B2B and B2C: Business-to-business and business-to-consumer, or B2B and B2C, are terms that indicate the type of customer relationship:

    • B2B: The customer is a business rather than an individual consumer.

    • B2C: The customer is an individual consumer rather than a business.

Account Management

An account refers to an organization that a salesperson sells to. An account may be a prospect or customer. Use Workspace to access your accounts and contacts. For sales objects that aren't available in Workspace, use the landing pages.

Create Accounts

You can create accounts in the following ways:

  • Create them from Workspace or the Accounts landing page.

  • Import accounts using the Import Management framework.

  • Use web services to create an account.

Overview of Account Management

Use account management capabilities to search for, create, update, delete, merge, and enrich accounts.

Here's a description of the account areas that you use to manage accounts:

Account Tabs Description

Overview

Provides an overview of the customer or prospect, including the number of open opportunities, leads, assets, active contracts, service requests and activities.

View the ultimate parent and parent account associated with an account. Access the account hierarchy using the Manage Account Hierarchy link and add or remove child accounts in the hierarchy.

Profile

Provides details of the account, such as address and contacts. Here you can also:

  • Associate a parent account from the available list of values. You can change the parent account at any time.

  • Update and verify account address.

  • Add industry codes and organization types.

  • Add the primary contact to the account.

Team

Shows team members and territories that are part of your account. Here you can also:

  • Add team members

  • Add territories

You can manually run territory assignment for the account through the Run Assignment process. For example, a sales administrator can manually assign a specific account to verify that expected territories are assigned after territory realignment.

The assignment action is enabled for the type of account enabled for assignment. If you have enabled assignment for the account of type, customer, then the assignment object is shown as:

  • Enabled for customer account

  • Disabled for prospect account

Contacts

Lets you add and view contacts for the account. Review contacts in the following views:

  • Table view

  • Hierarchy view

The hierarchy view shows how the contacts are related to each other. Here you can manage reporting relationships and drill into contact details.

Use this tab to add additional contacts to the account. You must have edit access on the Account to add contacts. To add a contact, you can search by an account. The search results show the contacts and their primary customers and account.

Opportunities

Lets you view, update, and create opportunities for the account.

Quotes and Orders

Lets you view, update, and create quotes and orders for the account.

Leads

Lets you view, update, and create leads for the account.

Contracts

If your administrator has enabled this view, then you can view contracts associated with the account. Depending on your access, you can also preview the contract in a PDF format.

Notes

Lets you add and view notes for the account.

Assessments

Lets you assess the customer.

Activities

Lets you add and view appointments, tasks, and call logs.

Assets

Shows a list of assets for this account. Both types of assets - customer relationship management and installed base assets - are owned by the account, but only one of them can be active.

Relationships

Lets you add account relationships to other account or contacts that aren't directly related to the account but are influential. You can add the same contact to multiple accounts using different relationships.

You must add your first contact from the Contacts subtab and add your subsequent contacts here.

Note: You can't edit a role after you have added a relationship. To update the role, delete the existing relationship and create another relationship with the role that you want.

You must enable these tabs using Application Composer:

Interactions History

View the past interactions with the account, including calls, chats, and emails.

Service Requests

View and add service requests.

Installed Base Assets

View and add installed base assets. These are customer owned products from the organization's product catalog.

Business Plans

View and add business plans for the account. A business plan lets you increase the sales or revenue of that account.

Analytics

Access key insights and metrics for all aspects of your sales organization.

Billing Accounts

View financial accounts created for the account in accounts receivable.

Reference Systems

View or add source systems. A source system reference is a unique ID that lets you maintain a record of the source of the data in the sales applications.

Industries

View and add industries for the account.

If your administrator has enabled the Multiple Classification Codes option and you have edit access to your account, then you can add or remove multiple industries and organizations for your account. This gives you the flexibility to assign the most accurate industry and organization type to your account that provides greater accuracy for account qualification and territory assignment.

You can assign primary as well as secondary industry and organization type values to your account. You can also load your own industry and organization classifications and use them to qualify your accounts. When an account is assigned multiple classification values, you have the option to use all the values to determine territory and rule-based assignment for accounts, or you can use only the primary account classification.

When you remove the primary organization type, then the application sets the next available organization type in the hierarchy as the default organization type. If there isn't any organization available, then there is no default organization attached to your account. Similarly, when you remove the primary industry code, then the application sets the next available industry code in the hierarchy as the default industry. If there isn't any industry code available, then there is no default industry attached to your account.

View Your Accounts in Slack

Slack is a team communication tool that facilitates synchronous communication across different devices. Regardless of whether your team is co-located or distributed, Slack provides an effective communication channel that's easy to use. Let's say you're traveling and you would like to quickly view a list of the first five accounts owned by you. You can do this on Slack using any device, without signing in to your sales application. This is very handy when you're on the go.

Note: The only criterion is that your administrator has set up the integration of Slack with your sales application.

To view your first five accounts on Slack:

  1. Navigate to your workspace in Slack.

  2. Select one of the following:

    • Any public channel in the Slack workspace

    • Slackbot

    • Oracle Sales Slack app: This refers to the app that your administrator has created in Slack for integrating with your sales application.

    Note: Due to security restrictions, you can't view your accounts if you select the following:
    • Private channels

    • Any user under direct messages

  3. Enter the following command at the command line: /ec-my-accounts

  4. Press the Enter key.

    The first five accounts that you own are displayed in Slack. The following fields are displayed for each account:

    • Name: This is the account name.

    • Account Address

    • Primary Contact

    • Contact Phone: This is the primary contact's phone.

    • Contact Email: This is the primary contact's email.

Note: Every sales representative who executes the /ec-my-accounts command can see only the accounts owned by him or her. You can't view the accounts owned by other sales representatives.

You can use sales applications to view and manage your account hierarchy. You can access the account hierarchy from the Manage Account Hierarchy link on the Account Overview page.

You can view both a graphical chart view and a table view for account hierarchies by clicking the view icon to alternate between views. Here's what you can do with the chart view and table view.

Chart View Table View

See the hierarchy and the current active hierarchy version.

See the hierarchy and the current active hierarchy version.

Use the Control Panel tools to change the hierarchy layout, move the hierarchy around, center the hierarchy in the view, and increase or decrease the amount of zoom.

See the transactions associated with each node in the hierarchy. The transaction details region shows a list of associated contacts, open opportunities, open leads, team members, and assets.

Use the scroll arrows to see the following customer information:

  • Number of open opportunities

  • Number of won opportunities

  • Number of leads

  • Number of contacts

  • Number of team members

  • Number of assets (value)

  • Customer type

  • Industry for the account

  • Primary contact information

Add or remove a node from the hierarchy (with the exception of the currently selected account).

Use the scroll arrows to see the following information for prospects:

  • Customer type

  • Industry for the account

  • Primary contact information

Add an account to the hierarchy. You can add only one account to a given account hierarchy.

See the parent and children for the selected account. You can see up to five nodes for each level, and you can navigate through and expand each level in the hierarchy

Click and move a node (and the node's children) to a different hierarchical level.

Add an account to the hierarchy.

Print the hierarchy and export it to Microsoft Excel.

Add a Parent Account

For a new account, associate a parent account in the Account Profile tab of the Edit Account page. Remove the association with a parent account using the delete icon and select another account from the available list of values. When you add a parent account it creates a parent-to-child hierarchy between the two accounts. Here's how you can associate a parent account to a selected account.

  1. Click Accounts, and select an account to edit from the list.

  2. Click the Profile tab.

  3. Click the Search link from the drop-down list in the Parent Account field.

  4. On the Select Parent Account page, search for and select the account that you want to add as a parent.

  5. Click OK.

    You return to the Profile page and the associated parent account displays as a link in the Parent Account field. The link lets you navigate to the details of the account.

Manage Account Hierarchy

You can only add or remove child accounts in the Manage Account Hierarchy page. Create a hierarchy for your selected account with these steps:

  1. Click Accounts, and select an account to edit from the list.

  2. On the Edit Account Overview page, click the Manage Account Hierarchy link.

  3. The selected account displays in chart view on the Manage Account Hierarchy page. You can use the view icons to switch between Chart and Table views.

  4. From the Action menu, select Add Child.

  5. Search for and select the child account you want to add.

  6. (Optional) Continue adding accounts to your hierarchy.

  7. Click OK after selecting the account.

  8. Click OK to exit the Manage Account Hierarchy page to save the association and return to the Edit Account Overview page.

  9. Click Save and Close to return the Accounts list page.

View Ultimate Parent Account from Account Overview Page

Get quick access to account information on the Account Overview page. View the ultimate parent and parent account associated with the account that you're working on.

In an account hierarchy, the top account is the ultimate parent, and the parent account is the immediate parent to a particular account. You can continue to manage the parent account from the Account Profile page.

Account Team Territories

Account Territory Member Access

Access for the territory owners and members are the same as that of the team members.

These access levels control the internal and partner territory privileges for the account:

  • Internal territory owner: Full access

  • Internal territory members (nonowner): Edit access

  • Partner territory owner and members: View-only access

Note: You must implement Territory Management before you can access territory owners.

Account Team Member Access Levels

Access levels control the team member's privileges for the account.

There are three types of account team membership access levels:

  • View Only

  • Edit

  • Full

When you add a resource to the account team, a profile option setting determines the member's default access level. If the member is removed from the account team, then that member no longer has access to the account. Only a member of a territory who's assigned to an account retains access. Resources in the management hierarchy of a newly added team member inherit the same access level of the subordinates. Resources in the management hierarchy of a newly added team member inherit the same access level of the subordinates.

View Only

View Only is the minimum level you can assign to team members. Team members with View Only access can view details of the account, such as: account team, assessments, notes, and activities. The team member's resource role doesn't provide functional access to view a particular child attribute of an account. Without functional access a member can't view the attribute, regardless of their account team access level. The data security inherent on objects, such as leads and opportunities, determines whether team members can view details of that business object.

Edit

Team members with the Edit access can view and edit all customer-related objects. The data security inherent on objects, such as leads and opportunities, determines whether team members can view details of that business object. They can also run the territory reassignment process, but they can't change the composition of the account team.

Full

With Full access, team members can perform edit access functions and also change the composition of the account team. Initially, only the account owner and sales administrators have Full access, but they can grant Full access to other team members. Team members with Full access can do the following for other members:

  • Manually add and remove other team members

  • Change a member's access level

  • Mark the lock assignment setting

Note: Team members must have Full Access to edit Account Profile and Household Profile pages.

Contact Management

Any person can be a contact and that person doesn't have to be related to an account. Use Workspace to access your accounts and contacts. For sales applications that aren't available in Workspace, use the landing pages.

Create Contacts

You can create contacts in these ways:

  • Create directly in sales applications

  • Import contacts using import management

  • Use a web service to create a contact

Note: If your sales application is integrated with Microsoft 365, then you can also create contacts using that application.

When you create a contact, existing contacts are checked for duplicate entries. If there's a match, you can select from the duplicates or continue creating a new contact. You can also search for relationships and edit them.

When you create or update a contact, the address field isn't mandatory by default. Depending on the country that you choose, some fields are made mandatory. For example, if you select United States, then you must enter the address. When you create a contact for an existing account, you can default the account address as the contact address. This saves time during creation. Note that the primary address of the account is copied but this doesn't copy the address type (for example, Bill To address, Ship To address and so on) to the contact address.

Manage Contacts

Use contact management capabilities to search for, create, update, delete, merge, and enrich contacts.

Here's a description of what the tabs do on the Contacts Overview page.

Contact Tabs Description

Overview

Provides a general overview of the contact, open opportunities, quotes, open leads, active contracts, assets and recommendations, and activities.

Profile

Gives a complete picture of the contact, including all the customer relationships associated with the contact.

When a customer has multiple contacts, you can designate which contact is the primary contact from the customer's profile page. This designation means that the selected contact is the primary means of communication with the customer. You can also include a picture of the contact in the Additional Details region.

You can capture important contact details, including job title, influence level, affinity, and buying role. These help build the relationship matrix for the account and ensure that you have made the right contacts in the account organization to win the deal. Here you can also:

  • Add an account.

  • Update and verify addresses.

  • Mark a contact as a favorite contact.

Team

Lets you to view and add team members to the contact or the account associated with the contact. For a B2C account, you can also see and add territories.

You can manually run territory assignment for the contact through the Run Assignment process. The assignment action is enabled for the type of contact enabled for assignment.

Assets

Shows a list of assets for the contact. The tab is visible only if the contact is of type, customer.

Contracts

If your administrator has enabled this tab, then you can view contracts associated with the contact. Depending on your access, you can also preview the contact in a PDF format.

Opportunities

Lets you add, view, drill down, and update opportunities for the contact.

Leads

Lets you add, view, drill down, and update leads for the contact.

Relationships

Lets you add account relationships to other account or contacts that aren't directly related to the account, but are influential. You can add the same contact to multiple accounts using different relationships.

You can't edit a role after you have added a relationship. To update the role, delete the existing relationship and create another relationship with the wanted role.

Notes

Lets you add, view, and edit notes for the contact.

Assessments

Lets you add and view assessments for the contact. You can execute assessments to assess the strength of the contact against the deal.

Activities

Lets you add and view appointments, tasks, and call logs.

You must enable these tabs using Application Composer:

Interactions History

View the past interactions with a contact including calls, chats, and emails.

Service Requests

View and add service requests.

Installed Base Assets

View and add installed base assets. These are customer owned products from the organization's product catalog.

Campaigns

View and add contacts to sales campaigns.

Analytics

Access key insights and metrics for all aspects of your sales organization.

Billing Accounts

View financial accounts created for the account in accounts receivable.

Reference Systems

View or add source systems. A source system reference is a unique ID that lets you maintain a record of the source of the data in sales applications.

Industries

View and add industries for the account.

Use Contact Preferences

You can manage the contact preferences for your accounts and contacts from the All Phones and All Emails pop up window. You can access them from the Profile tab of Edit Account and Contact pages once the administrator has enabled the fields.

You can add multiple phone numbers and designate a usage such a home, mobile, work. Additionally, you can set preferences to capture customer consent by selecting the OK to Call check box. If the customer has requested not to be contacted on certain phone number or email, you can select the Do Not Call check box.

When you create an account, you can select a contact as the primary contact. This contact is shown in the Contacts tab.

You can add or view the contacts in the following ways:

View Description

List View

Shows the available contacts in a tabular format. Each line represents an account and the table structure represents the hierarchy. By default, the hierarchy shows all the parent levels and the immediate children of the account.

Diagrammer View

Shows the available contacts in a graphical view in a hierarchical format. You get a quick snapshot of how these contacts are related to each other in the organization. The node that represents the current account is emphasized. By default, the hierarchy shows the immediate parent and children of the account.

Personally Identifiable Information

The data or information that's used to uniquely identify a contact or locate a person is called personally identifiable information (PII). The information includes social security numbers, addresses, bank account numbers, phone numbers, and so on.

PII is considered confidential and sensitive and is protected to prevent unauthorized use of personal information. Sensitive PII is information which, when disclosed, could result in harm to the individual whose privacy has been breached. Aspects of protecting PII include legal regulation, financial liability, and personal reputation. In the sales application, the PII data is secured and only authorized users can access sensitive information. For example, only authorized users are granted access to the social security numbers of people stored in the database. Administrators can find setup information about PII in the Implementing Sales guide.

Household Management

A household is a group of contacts generally sharing a common link or association.

Households provide valuable segmentation information about the household as a whole, as well as summary of information about the household member contacts. Usually all the contacts reside at the same address and have a similar set of entities that accounts do, such as team members, territories, and contacts.

Create Households

Here's how you can create households:

  • Create directly in sales applications

  • Import households using Import Management framework

  • Create households using Web Services

Manage Households

Use household management capabilities to search for, create, update, and delete households.

Here's a description of the household tabs.

Household Tabs Description

Overview

Provides a general overview of the household, opportunities, active contracts, open leads, products, and activities.

Profile

Provides household-related details such as address and contacts.

Here you can also:

  • Assign head of the household

  • Update and verify household address

Team

Shows team members and territories that are part of the household. Here you can also:

  • Add team members

  • Add partner territories

Note: You can manually run territory assignment for the household through the Run Assignment process. The assignment action is enabled for the type of household enabled for assignment.

Assets

Enables you to add and view assets for the household.

Opportunities

Enables you to add and view opportunities for the household.

Leads

Enables you to add and view leads for the household.

Relationships

Enables you to add relationships to other households or contacts that aren't directly related to the household but are influential. Review the relationships in the following views:

  • List view

  • Diagrammer view

Notes

Enables you to add and view notes for the household.

Assessments

Enables you to add and view assessments for the household.

Activities

Enables to add and view appointments, tasks, and call logs.

Contracts

If your administrator has enabled this view, then you can view contracts associated with the household.

If you have the appropriate access, then you can also preview the contract in a PDF format.

Relationships can be household contacts, such as parent, spouse, or child. Relationships can also be of other types, for example a bank that has a financial dealing with the contact and so on. The other relationships can be of type person, group, or organization.

The Relationships tab includes:

  • Contacts: household members as the immediate beneficiaries.

    Note: If you have selected a primary contact, then it's included as a household contact, by default.
  • Other relationships: other relationships of type person, group, or organization.

Review relationships in the following views:

  • List view: This view shows the available relationships is a tabular format.

  • Diagrammer view: This view shows network visualization of the relationships. The visualization can show up to four levels of connections. By default, the connections are shown up to the second level.

    Your administrator must enable this view.

List View

The list view is the default view. It contains two tables; Household Contacts and Other Relationships.

The list view table displays household members who are your immediate beneficiaries. The other relationships table shows other relationship that may not be your direct beneficiary. By default, both the tables are sorted by name.

Diagrammer View

Diagrammer shows a graphical representation of the contacts and other relationships that the household has.

The visualization can display up to four levels of connections. By default, the connections are shown up to the second level. Each node in the graph represents an account or a household and each link between nodes represents a connection between them.

Searches

Here's how to manage your contact saved search lists in the Contacts page.

You can't edit or delete the preconfigured saved lists or any user-defined lists added by your administrator. You can modify these saved searches to match your requirements, and then create a new saved search.

The Contacts page includes four predefined saved searches that let you filter the contacts you view in the page:

  • My Contacts: Displays all contacts, of the type sales account, that you're an owner of.

  • My Favorite Contacts: Displays all your favorite contacts.

  • My Team and Territory Contacts: Displays all contacts, of the type sales account, where you're on the account team member or you're on the account territory resources.

  • My Business Contacts: Displays all contacts belonging to all the accounts you own.

Create a Saved Search

Here's how to create a saved search:

  1. From the List menu, select Create or Edit Lists.

  2. In the Saved Searches window, use the filters to modify your search, and click Search.

  3. Click Save.

  4. In the Create Saved Search window, enter a name for the saved search.

  5. Click OK.

Use Search Mode on Account or Contact Creation Page

You can verify an address in the search mode while creating a new account. Search and select from multiple similar addresses when verifying account or contact addresses from the Oracle Address, Email, and Phone Verification. Select the most appropriate address from a list of similar verified addresses.

To verify an address:

  1. On the Contacts landing page, click Create Contact.

  2. Enter the name, address lines, state and postal code.

  3. Click Verify Address.

    A list of similar verified addresses appears.

This image shows an example of how a list of similar verified addresses appears in the page. The image shows a list of addresses you can select from.

A list of similar verified addresses.

Use Standard Fields to Search Records

You can search and associate records for account, contact, household, and asset with a list of values and use data that's relevant to their business. You can use standard fields to search and view them in the search results, where you can find and select the relevant record.

View Only Primary Names for Address Geography Selection

Your administrator sets up primary names for geographies. Your administrator can also control the display of primary names in the address using the Hide Alternate Address Names (HZ_ADDRESS_DISABLE_ALT_NAMES) profile option. For example, if this profile option is set to Yes and you enter the postal code on the Create Account page, the list of values for address selection displays only primary names for address geographies. Also, if this profile option is set to No and you type CA in the State field, in addition to California, you may see alternate names setup in your environment such as Carolina del Sud or Carolina del Nord in the search results.

The list of values for address selection displays
only primary names for address geographies.

For more information, see Configure Oracle Address, Email, and Phone Verification, in the Getting Started with Your Customer Data Management Implementation guide.

Record Integrity

You can resolve duplicate records as you create accounts and contacts, if the administrator has enabled the functionality. Resolving duplicate records ensures that clean customer data is available as you create, maintain, and use customer records.

Since multiple salespeople can create and update the same accounts and contacts, the potential exists for duplicate records in the application. You can view and act upon duplicate accounts and contacts as you create new records, if the ability is enabled by your administrator.

When you create an account or a contact, the application searches for duplicate accounts or contacts based on one of these conditions:

  • The data quality rules established for accounts and contacts

  • An exact name match

If the application finds duplicate accounts or contacts, then the application displays the records in the duplicate notification page. You can either ignore the duplicate accounts and contacts and continue creating the record, or you can select the correct account or contact from the list that's displayed.

Phone and Email Verification

Verify Addresses and Phone Numbers

When your sales organization subscribes to the Oracle Address, Email, and Phone Verification service, you know right away if you entered an invalid phone number or email address. The application can't check if the phone numbers and emails you enter are valid for the specific person or account, of course, but it does assure that a phone number will actually dial and that an email won't bounce.

When a phone number or an email address is invalid for some reason, you get notified right under your entry. If nothing appears, the information is valid and you're good to go. Here's a screenshot of an invalid phone number to give you an idea of what you see under invalid information:

Callout Number What You See

1

Status. For phone numbers, this can be only Invalid. Email addresses can also display the status of Partially-Valid: the domain is valid but the name isn't. If the person left the company, or changed their name, you'll see the Partially-Valid status for the email, for example.

2

Date the email address or phone number was verified by the application.

3

Reverify button that you can use to verify again. You never know when area codes or email addresses may change. What's valid today may not be in six months.

4

Overwrite button to manually set the status. The application, isn't perfect. If you know the number or email is correct, you can set the status to Verified. When you do, you see Overwritten on instead of Verified on.

Screenshot of an invalid phone number showing status
details.

Although the application doesn't display a Valid status for valid entries right away, you do eventually see it together with the date the information was verified. (How much later is under the control of the application administrator). Why display the status at all? When the information is old, you or your colleagues may want to verify it again by clicking Reverify.

Manually Override Email and Phone Verification Status

Services aren't infallible. If you don't agree with the verification status for the email address or phone number, you can override it by clicking Overwrite (the double arrow icon highlighted below).

Invalid status for a Work Phone highlighting the
Overwrite button

Reverify Email Addresses and Phone Numbers

You can verify if a phone number or an email address is still valid by clicking Reverify (the arrow highlighted in the screenshot).

Mobile Phone number with a Valid status, highlighting
the Reverify button.

Data Enrichment

Overview of Data Enrichment

A key requirement in the lifecycle of a customer record is keeping the data clean, accurate, relevant, and easily accessible. You can enrich accounts using Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) or Oracle DataFox.

You can use different options to enrich your accounts:

  • Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) to enrich your accounts and contacts.

  • Oracle Address, Email, and Phone Verification to verify your account and contact addresses.

  • Oracle DataFox to enrich your account data and increase your sales.

Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B)

Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) provides the most up-to-date company and contact data from Dun & Bradstreet Corporation.

You can use Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) to enrich account and contact data in sales applications, including:

  • Individual accounts and contacts

  • Lists of accounts and contacts

  • New contacts from any Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) enriched or imported accounts

Oracle DataFox

Use Oracle DataFox to enrich your accounts and learn more about your customers. Information about your accounts come from third-party data and real-time signals from Oracle DataFox.

Enrich Accounts with DataFox

You can profile and classify your customer base with account insights that you get from Oracle DataFox. Your accounts are enriched and refreshed daily with the latest data.

You can use your enriched accounts to:

  • View up-to-date account data in the Accounts page so you can have complete information about the account.

  • Act on high-scoring prioritized accounts and focus your efforts on prospecting top accounts.

  • Expand your target market by identifying new companies to sell to.

Synchronize and Enrich Your Accounts

You can enrich each account in your sales application using DataFox. To enrich a new account, first create and save the account, and then edit the account to enrich it.

Here's how you enrich existing accounts:

  1. Sign in as a sales user.

  2. Click Navigator > Sales > Accounts.

  3. Click an account that you want to edit.

  4. In the Edit Account page, click Actions > Enrich Account.

    A confirmation message appears stating that enrichment is in progress.

  5. Open the Account Profile page and verify the enrichment status.

Contact Oracle Support to synchronize and enrich all your existing accounts with companies in DataFox. To synchronize and enrich individual companies within DataFox to your accounts, see the topic Sync and Enrich Your Account in the Using Oracle DataFox guide.

For information on how you enrich with DataFox, see the topic Enrich Oracle CX Sales in the Using Oracle DataFox guide.

You can enrich account and contact records, including enriching multiple records at once, from within your sales application. Use the overview pages to enrich single records and use the landing pages (also called list pages) to enrich multiple records. The enrichment capabilities leverage Oracle Account and Contact Enrichment by Dun & Bradstreet to enrich your accounts and contacts with the latest information available from Dun & Bradstreet.

Enrich Single Accounts and Contacts from the Overview Page

Use the Actions menu in the account and contact overview pages to enrich a single account or contact record. When you enrich a single account or contact, the application displays a list of attributes available for that record with side-by-side values for both Sales and the Oracle Account and Contact Enrichment by Dun & Bradstreet. You can accept part or all of the attribute values from Oracle Account and Contact Enrichment by Dun & Bradstreet.

Here's how to enrich an account or contact.

  1. From your Accounts or Contacts list page, select the record you want to enrich.

  2. On the Overview page for the record, select Enrich Account or Enrich Contact as required from the Actions menu.

  3. On the Select Fields to Enrich dialog box, select the Oracle Account and Contact Enrichment by Dun & Bradstreet values you want to add to the record, and click Enrich.

    A confirmation message states that the enrichment was successful, and you return to the record's overview page showing the enriched information.

Add New Contacts to a Previously Enriched Account

You can add new contacts to a previously enriched account. To add new contacts, on the Contacts tab, click Get Contacts from the Actions menu.

When you start adding enriched contacts to an account, the application displays a list of contacts available for download from Oracle Account and Contact Enrichment by Dun & Bradstreet. You can choose to see these contacts grouped by job level or by location, and you can choose to add the contacts by job level, job location, or both.

Enrich Accounts and Contacts from the List Page

You can enrich multiple accounts, and the contacts associated with the accounts, from within your sales application.

The Enrichment Results page lists the selected accounts and the enrichment status of each. Use the Actions menu on the Accounts and Contacts landing (list) pages to gain access to the enrichment capabilities and to enrich multiple accounts or contacts at one time.

Note: The match threshold confidence score automatically matches and enriches the record.

When you select multiple accounts, the application automatically enriches the records and displays the results. The result information shows the records enriched and the status of each record. When you select multiple accounts or contacts for enrichment, you see an indicator showing enrichment progress.

  1. Navigate to the Accounts or Contacts list pages.

  2. Select the Enrich option from the Actions menu. In the Create Account flow, the option is named Enrich Account.

  3. Select the records you want to enrich.

    Note: You can add only five new account records. For contacts, you can enrich only those which are associated with enriched accounts.
  4. Select the existing value or the Oracle Account and Contact Enrichment by Dun & Bradstreet value for each of the fields.

    As you enrich multiple accounts or contacts, you can't select which attributes to enrich.

  5. Optionally, click Hide Identical Values to hide the fields where the sales data is the same as Oracle Account and Contact Enrichment by Dun & Bradstreet data.

  6. Click Enrich.

    After the confirmation message, you return to the account or contact list page, and the additional information now appears for the selected records.

After completion, review the enrichment summary report for details about:

  • Records Selected

  • Records Enriched

  • Record with Multiple Matches

  • Records with No Match

  • Records Failed

Attributes You Can Enrich

Here are the supplied attributes you can enrich:

Record Type Supplied Attributes

Account

  • Company Name (not Sales Account Name)

  • Current Fiscal Year Potential Revenue

  • Primary Street Address

  • Duns Number

  • Line of Business

  • Public Private Ownership Mark

  • Stock Symbol

  • Year Established

  • Location Type

  • Primary Address 1

  • Primary Address 2

  • Primary City

  • Primary County

  • Primary State

  • Primary Postal Code

  • Primary Postal Plus-4 Code

  • Mailing Address 1

  • Mailing Address 2

  • Mailing City

  • Mailing State

  • Mailing Postal Code

  • Mailing Postal Plus-4 Code

  • Phone

  • Fax

  • URL

  • Trade Style Name

  • Major Industry

  • North American Cartographic Information Society (NACIS) Classification

  • SIC Classification

Contact

  • Prefix

  • First Name

  • Middle Name

  • Last Name

  • Job Title

  • Gender

  • Suffix

  • Work Street Address 1

  • Work City

  • Work State

  • Work Postal Code

  • Work Postal Plus-4 Code

  • Work Country

  • Contact Work Phone

  • Contact Phone Extension

  • Email Address

  • Department

Administrators can use the Manage Oracle Data as a Service Attribute Mapping and Preferences task to determine which attributes to enrich.

When creating a new account in a sales application, you can search for the latest company information in Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B). Use the filter criteria to search and add accounts. If you select an existing sales account to be added from Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B), then those accounts are enriched.

Add the selected (one or more) accounts and their contacts as new accounts. You can create a maximum of five real-time accounts. You can use the advanced search for adding the account search filter criteria that are searchable in Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B), for example:

  • County

  • Created By

  • Creation Date

  • Current Fiscal Year's Potential Revenue

  • D&B Credit Rating

  • Data Confidence

  • HQ Branch Indicator

  • Global Ultimate D-U-N-S Number

  • Domestic Ultimate D-U-N-S Number

To add accounts from Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B):

  1. Sign in as a sales representative.

  2. Click Navigator >Sales> Accounts.

    The Accounts page appears.

  3. From the Actions menu, click Add Accounts from Data Cloud.

    The Get Accounts from Data Cloud: Select Accounts page appears.

  4. Click the Show filter icon.

    The Advanced Search pane appears.

  5. Click the Data Cloud Accounts tab.

  6. Add filters or attributes that are searchable such as Revenue, Industry Category.

    The accounts are created and you receive a message stating the results.

  7. Click View Results on the Account Creation: Results page.

    A list of newly added, enriched, or failed to create or enrich accounts displays.

  8. Click Done.

    The View Results page is closed and the Get Accounts from Data Cloud page displays.

  9. Add contacts to the newly created accounts.

  10. Click Add to add more filter criteria by adding attributes to view Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) searchable attributes.

    The Data Cloud Accounts filter is available on the Advanced Search pane.

  11. Verify that the Oracle Account and Contact Enrichment by Dun & Bradstreet (D&B) usage is tracked for successfully created accounts.

Overview of Using Smart Data for Account and Address

You can use "smart data" to create accounts, add or edit an account, and add or edit a contact address. Smart data for accounts is available on the Create Account page. Smart data for addresses is available on create or edit pages for accounts and contacts. The highlights for smart data are:

  • Use autosuggestion when searching and selecting verified companies using Oracle Account Enrichment Cloud Service. This feature automatically fills over 90 company attributes into appropriate fields.

  • Minimize the use of clicks and keystrokes during account entry in the account creation flow in CX Sales.

  • Use autosuggestion when searching and selecting verified addresses using Oracle Address, Email, and Phone Verification.

  • Add or edit addresses across CX Sales for accounts and contacts.

Smart data is ready to use in the application without any additional setup. Smart data for accounts requires a license for Oracle Account Enrichment Cloud Service, and smart data for addresses requires a license for Oracle Address, Email, and Phone Verification.

Use Smart Data for Accounts

Smart data lets you to search and select validated Dun and Bradstreet accounts using autosuggestion functionality. Smart data provides you with enriched, validated data without data entry issues.

Validated global accounts improve the completeness, accuracy, and integrity of data. For validated accounts, the account data gets automatically populated into the fields, allowing you to quickly create an account without typing in account details. This improves efficiency and user experience when creating accounts. Additional benefits of smart data are:

  • Search in real time to predict and fill more than 90 company fields with accurate and validated data.

  • Specify country or address details using autosuggestion.

  • Save time searching and filling in data.

  • Avoid errors when filling in data.

When you create an account, enter the name of the account. Automatically, possible accounts appear. You simply select the appropriate account and the application automatically fills in the details for you.

The figure shows how smart data automatically suggests
account names.

Use Smart Data for Addresses

Smart data for addresses provides you with addresses and automatically enters complete data for you.

The benefits of smart data for account and contact addresses are:

  • You type in a partial address and the application automatically suggests addresses for you.

  • When you type more characters, the application automatically narrows the results.

  • Select the address to automatically populate validated data.

Select appropriate options and all the details are populated with the relevant data.

The figure shows how smart data automatically suggests
addresses.

Mass Update

You can use the mass update feature to update multiple fields at once on accounts and contacts. For example, you might want to change the primary contact or owner on multiple records without having to go into each record and make the changes.

Among the fields that you can update for accounts are:

  • Type

  • Primary Contact

  • Owner

  • Industry

  • Sales Profile Status

Among the fields that you can update for contacts are:

  • Favorite Contact

  • Job Title

  • Prefix

  • Account

  • Owner

Note: Your administrator must enable this feature before it's available in the application.

Steps to Apply Mass Update

Here's how to update several fields on multiple accounts or contacts at once:

  1. Navigate to the Accounts or Contacts landing page.

  2. Search for the records you want to update.

  3. Click Update from the Actions menu.

  4. Select the records that you want to update and click the Update button.

  5. Select the fields and assign or enter values for them. Keep in mind:

    • If you want to update a field that has a parent field, then the value of the parent field must be the same across all child records selected for mass update.

    • You can't apply mass update to conditionally updatable fields.

  6. When you're done making updates click Submit.

FAQs for Accounts, Contacts and Households

This section contains some frequently asked questions (FAQs) when working with accounts and contacts. Scroll or search to find answers to common questions.

Which accounts are shown under My Accounts?

When you select the My Accounts list in the Accounts work area, the application displays a list of all of the accounts where you're listed as the account owner. You're automatically the account owner if you create the account or are designated as the owner by an application administrator.

What are all the search options on accounts?

Use Workspace from the home page to access your accounts and contacts and search records. The record sets in the Saved Searches window restrict your saved searches to different sets of accounts. For example, the default My Accounts saved search, searches the Records I own record set, listing all of the accounts you created or are assigned to as an owner.

Here's a list of the record sets for accounts. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Record Set Name Description

Records I own

Accounts you own. You're the account owner if you created the account or if ownership was assigned to you.

I am on the team

Accounts where you're on the account team. You're on the account team if you're the account owner or were added as a member by another team member.

My territory

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

My subordinates own

Accounts owned by you and your subordinates.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

My subordinates are on the team

Accounts where you or your subordinates are on the account team.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

My territory hierarchy

Accounts in your sales territories and all of their subordinate territories in the sales territory hierarchy.

I am on the team or territory

Accounts where you're either on the account team or a member of the sales territory.

My subordinates are on the team or territory

Accounts where you or your subordinates are either on the account team or the sales territory.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

All records I can see

Accounts that you can view based on your account team membership, sales territory assignments, your position in the organization, and security permissions.

Tip: To improve saved search performance, restrict your saved searches to smaller record sets. For example, rather than searching all the records you can see, search all the records in your territory hierarchy. Or restrict your searches to a smaller geographical area. For example, search all the accounts in one state instead of the whole country.

What are favorite accounts?

Favorite accounts are those that you want to focus on because of business or other reasons. Tag accounts as favorites when creating or updating accounts, or when viewing the account list. Optionally, create a saved search based on your favorite accounts.

How can I edit territories directly from accounts?

Edit territories directly from the accounts that they're assigned to. This lets you review and resolve issues with territory coverage, such as removing an included account or updating a postal code range.

For the sales operations team, this feature is particularly useful when resolving territory overlap issues, as they can easily view and update territory coverage and named accounts for a territory. This simplifies the ongoing administration of territories by giving easy access the territory, team, and coverage details from accounts.

By default, standard territory security applies, enabling administrators to edit any assigned territory from the account. Sales Managers and VPs can view the assigned territories they own and edit the assigned territories owned by their subordinates.

How can I see contracts of an account?

If you have necessary permissions, you can see the contracts and also download PDFs of individual contracts associated with an account. Click Preview Contract, to view the contract in a PDF document format.

How can I make merge requests?

You can create a merge request when you have duplicate records pointing to the same customer, and you want to consolidate those records into one. An approved merge request results in one surviving record. The status of all other duplicate records changes to Merged. You can select to merge two or more customer records from the customer list on your Customer home page or in the customer search results.

Since the sales application Customer Data Hub processes all merge requests, you must implement Customer Data Hub and set the profile option Merge Request Enabled to YES to make this feature available.

Can I specify multiple accounts or contacts that I want to merge?

Yes. You can select and submit a request to merge multiple accounts or contacts into a single surviving record.

Use the landing page for accounts or contacts to submit a merge request.

What happens when I remove the primary industry code?

The application sets the next available industry code in the hierarchy as the default industry. If there isn't any industry available, then there is no default industry attached to the account.

What happens when I remove the primary organization type?

The application sets the next available organization type in the hierarchy as the default organization. If there isn't any organization available, then there is no default organization attached to the account.

Can I delete accounts that belong to a hierarchy?

You can't delete an account if the account is the ultimate parent (the root node) in an account hierarchy. However, you can remove the account as the ultimate parent in the hierarchy and then delete the account.

You can delete an account that's in the middle or at the lowest subsidiary (the leaf node) of an account hierarchy. The deleted account is no longer shown in the account hierarchy. The deleted account's sub accounts, if any, become separate hierarchies.

What happens when I delete an account?

When you delete an account, the entire record is removed from the sales application and can't be restored.

In general, when you delete an account:

  • The account party status becomes inactive in the database.

  • The deleted account doesn't appear in the accounts list, account search, account list of values, account data quality match, segmentation, and recent items.

  • The deleted account's profile and children, such as attachments and notes, can no longer be viewed.

  • The account's contact relationships, if any, are deleted. The contact can still be viewed, but deleted contact relationships aren't shown in the contact.

  • Deleting an account doesn't delete account-related objects, such as opportunities, leads and tasks. You can still view related objects and the account name on these objects, but you can no longer access the deleted account's details.

What contacts are shown when I select My Contacts, My Favorite Contacts, and My Business Contacts?

Selecting the My Contacts list in the Contacts work area displays a list of all of the accounts where you're listed as the contact owner. You're automatically the contact owner if you create the contact or you can be designated as the owner by an application administrator.

Selecting the My Favorite Contacts list displays a list of contacts you designated as favorites.

Selecting My Business Contacts displays all contacts for accounts you own. You're the account owner if you created the account or if an administrator assigned ownership to you.

The different record sets provided in the Saved Searches window restrict your saved searches to different sets of contacts. For example, the default My Contacts saved search, searches the Records I own record set, listing all of the contacts you created or are assigned to as an owner.

Here's a list of the record sets for contacts. Not all record sets are available to all users. For example, some record sets are available only if you sell to consumers. Record sets involving subordinates are available only to managers.

Record Set Name Description

Records I own

Contacts you own. You're the contact owner if you created the contact or if ownership was assigned to you.

Records where I am on the team

Contacts where you're on the contact team. You're on the contact team if you're the contact owner or were added as a member by another team member.

Records my subordinates own

Contacts owned by you and your subordinates.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

Records where my subordinates are on the team

Contacts where you or your subordinates are on the contact team.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

All records I can see

Contacts that you can view based on your contact team membership, sales territory assignments, your position in the organization, and security permissions.

Records in accounts I own

Contacts in the accounts you own. You're the account owner if you created the account or ownership was assigned to you.

Records in accounts where I am on the account team or territory

Contacts in the accounts where you're on the account team or sales territory.

Records in my territory

Contacts in your sales territories.

Records in my territory hierarchy

Contacts in your sales territories and all of their subordinate territories in the sales territory hierarchy.

Records where I am on the team or territory

Contacts where you're either on the contact team or the sales territory.

Records where my subordinates are on the team or territory

Contacts where you or your subordinates are either on the contact team or the sales territory.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

The first contact added to the customer account is considered as the primary contact, by default. You designate a contact as primary from the customer account. On the customer's contacts page, you can click the check icon in the Primary column for the contact you want to be the primary contact. You can't edit the primary contact designation from the contact's Profile page. You must make changes in the customer's contacts page.

How can I specify the customer relationships for my contacts?

You add relationships for a contact in the contact's Relationships tab. If the contact is associated to a customer, you can also add relationships for the contact from the customer's Contacts page by clicking the contact name and accessing the contact's Relationships tab.

How can I add a contact photo?

After your administrator enables the photo field on the profile page, you can attach a photo to a contact's profile.

Here's how to add a photo on the Contacts landing page.

  1. On the home page, navigate to Sales > Contacts.

  2. Click a contact name.

  3. On the Edit Contact page, click the plus icon and select a photo from your computer.

    The file name appears on the page.

  4. Click Save and Close.

    You can see the photo of the contact on the Contacts list page with the card view enabled.

What happens when I delete a contact?

When you delete a contact, the record is removed and can't be restored.

In general, when you delete a contact:

  • The person record of the contact is removed , including all profile data, customer usages, and group memberships.

  • Relationships with associated customers or sales accounts are deleted.

  • Contact points or other child objects specific to the customer-contact relationship aren't shown.

  • A deleted contact isn't shown or available in any other contact or customer lists. A deleted contact isn't visible to all contact types (standalone, single, or multiple) including a customer-contact, a consumer or prospect, or in cases where the contact is both a customer contact and a consumer or prospect.

  • Even if you have the functional privilege to delete a contact, you can't delete contacts unless you have full or edit access to at least one of the accounts associated with the contact.

What households are shown on selecting My Households?

When you select the My Households list in the Households work area, the application displays a list of all of the households where you're listed as the household owner. You're automatically the household owner if you created the household or you can be designated as the owner by an application administrator.

What are all the search options on households?

The different record sets provided in the Records field of the Saved Searches window restrict your saved searches to different sets of households. For example, the default My Households saved search, searches the I own record set, listing all of the households you created or were assigned to as an owner.

Here are the record sets for households. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Record Set Name Description

I own

Households you own. You're the household owner if you created the household or if ownership was assigned to you.

I am on the team

Households where you're on the household team. You're on the household team if you're the household owner or were added as a member by another team member.

My territory

Households in your sales territories.

My subordinates own

Households owned by you and your subordinates.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

My subordinates are on the team

Households where you or your subordinates are on the household team.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

My territory hierarchy

Households in your sales territories and all of their subordinate territories in the sales territory hierarchy.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

I am on the team or territory

Households where you're either on the household team or a member of the sales territory.

My subordinates are on the team or territory

Households where you or your subordinates are either on the household team or the sales territory.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

All records I can see

Households that you can view based on your household team membership, sales territory assignments, your position in the organization, and security permissions.

What happens when I create an account or household that has the same name and address as the existing account or household?

The new account or household is suffixed by null and a random number to make the whole name unique. The suffix of an account or household's unique name is generated from its primary address, which is based on the Party Suffix style. When the Party Suffix style formats are set to empty in the Manage Address Formats task, then null and a random value is suffixed.