50Best Practices and Troubleshooting

This chapter contains the following:

Best Practices for High Volume Data Import

At some time, you might need to load large volumes of data into your CX Sales and B2B Service instance. For example, during initial roll-out, expanding use of CX Sales and B2B Service to other users or divisions, expanding use of CX Sales and B2B Service to include other object types (for example, adding support for Service objects).

When loading large volumes of data to CX Sales and B2B Service, one of the key considerations is the time taken to import data. Reducing the amount of time required to import a large volume of data is crucial, if you have a limited period of time to run the data imports (for example, during a weekend migration). Oracle recommends certain best practices that you can use to improve the performance of the data import.

Actual throughput varies for users based on a number of factors including the volume of data contained in each record, the number of relationships being created during data import, and the number of records in your source file.

Before executing the data import in a production environment, Oracle recommends that you perform these functional validation and performance optimization procedures in your test environment:

  • Data Cleansing

  • Validate Functional Import

  • Optimization Process

Performing these exercises in your test environment ensures that these exercises don't impact existing operations or the data in your production environment.

Data Cleansing

Before proceeding with high volume imports, you need to clean the data being imported thoroughly. Ensuring that your data is in the correct format reduces the number of errors that are encountered during data import. This benefits your overall throughput in two ways:

  • Processing time isn't wasted on attempting to import records that can't be imported.

  • You don't have to review error logs, fix issues, and reimport data. It costs less to clean your data before attempting a data import than it does to fix issues that arise during data import.

When cleaning the data, note the following:

  • Field Length - ensure that the data doesn't exceed the maximum field length in OSC

  • Data Type - ensure that the data is of the correct type for the field to which it's being imported in OSC

  • Required - ensure that a value is provided for all mandatory fields

  • Conditionally Required - in some cases, a value is required based on the value provided for another field (for example, for Opportunity a Close Date is required if the Status of the Opportunity is set to Closed)

  • Foreign Keys - provide a valid value for foreign keys to create relationships between records. The foreign keys can vary for every object.

By ensuring that your data is clean, you can avoid many issues associated with importing your data from your legacy application into CX Sales and B2B Service.

Validate Functional Import

To verify that you have successfully cleaned your data, Oracle recommends that you validate your import in your test environment with a small set of data. Follow these guidelines to validate the functional import:

  • Before you import large volumes of data, ensure that your import completes successfully and that the resulting data matches your expectations. This includes ensuring that the data is imported to the correct object, fields have been mapped correctly, and relationships are imported properly.

  • Import a small number of records including values for each attribute. Oracle recommends that you use the smallest set of input data possible that can still save the variations present in your full data set.

  • Identify any data issues that are reported in the import log files. Fix any specific issues reported for rows with errors. If a row doesn't have an error reported, then don't reimport that row. After you resolve all the issues and successfully import your subset of data, apply any changes to your larger data set (for example, if you determine that your time stamp format is incorrect, fix this for all records in the input data file for your full data set).

Optimization Process

Importing high volume of data is a project and should be included in the project plan for your implementation. You need to allocate time for the actual import of data and for the design and optimization of the import process for your data set.

When optimizing the data import, you identify the number of records to be included in your input data file as well as the number of concurrent import activities that can be activated. You trigger concurrent import activities by running more than multiple data import operations simultaneously. The number of concurrent import activities is the number of data imports that are running and haven't yet completed. Running import activities serially or running too many import activities concurrently can lower your throughput. Finding the right values for these two parameters is a key aspect of designing your import process. There's no right answer for every situation. Every data set is different; you need to repeat this process for any new data import operations that you plan to perform.

Note: Don't import more than 100,000 records in a single import operation or perform more than five concurrent import activities.

Oracle recommends that you adhere to this process when planning high volume data import:

  • Establish baseline performance

  • Scale up import volume

  • Optimizing Concurrent Import Activities

Each of these steps is explained in greater detail.

Establish Baseline Performance

Oracle recommends that after you have cleaned your data and validated that your import is functionally correct, you should begin the process of scaling up your import volumes. The first step in this process is to establish a performance baseline. This involves performing a set of serial imports using a high volume of records.

Oracle recommends that you begin by importing a small number of records (a few hundred to a few thousand) in a single import activity. For example, you may import 10,000 records using four import activities of 2,500 records each. After these data import activities have completed, you should note the time required to complete the import of records and calculate the overall throughput (number of records imported per second).

Note: You may also want to track the time between data import operations.

Scale Up Import Volume

After you have established a baseline, you can increase the number of records in your input file and begin to run multiple imports concurrently. Scale the volumes in a controlled manner and note your throughput at every step.

Optimize Concurrent Import Activities

You can run multiple import activities simultaneously. This can improve your overall throughput versus serially running the same imports. The optimal number of concurrent import activities can vary across objects and use cases; you must perform testing prior to beginning your production data load to identify the most efficient data import plan.

You can run multiple data import activities concurrently by submitting a new import activity while the first activity is still being processed. CX Sales and B2B Service processes both import activities without waiting for the first activity to complete before starting the second activity. You can continue to run multiple data import activities concurrently for additional data import activities.

For example, you first run a test to measure the throughput when importing 200,000 records using four serial activities of 50,000 records each. You may then run a test to import a total of 600,000 records as shown in this table:

Test Number Total Number of Records Number of Records per Activity Number of Activities Concurrency Average Throughput

























At every step, you should note the average throughput. If you reach a point where throughput is decreasing, then you may have exceeded your optimal concurrency. You may want to repeat the tests to ensure that you have sufficient data points to draw a correct conclusion.

You can import file attachments to some record types. Importing attachments impacts import performance and should be considered when planning your data import activities.

You can also adjust the data import based on the number of records in your input data file. For example, start with 25,000 records and increase by 25,000 records with every run. As you increase the number of records in each batch, note the average throughput. If you reach a point where throughput is decreasing, then you may have exceeded your optimal number of records. Oracle doesn't recommend importing more than 100,000 records in a single import activity and exceeding five concurrent import activities.

Pod Size

Significant changes to your usage patterns such as adding many new users or the execution of high volume data imports may change your pod sizing assessment. Ensure that your environment is properly sized to handle the import data volumes generated by your organization along with other operations that are performed by your users. Before starting a high volume import process or one time data load, you may want to have Oracle review your sizing. Contact Oracle help desk to start this review process.

File-Size Limits for File-Based Data Import

You perform file-based data import with the Manage File Import Activities task. The maximum size of a data file that can be imported using the file-based data import is 100,000 records, or 250 megabytes (MB) of total file size. If your source file is larger than these limits, then you must break the large file into separate smaller files that are under the limit, and import each smaller file individually.

Note: Don't import more than 100,000 records in a single import or perform more than five concurrent import activities.

You perform file-based data import by navigating to the following in the Setup and Maintenance work area:

  • Offering: Sales

  • Functional Area: Data Import and Export

  • Task: Manage File Import Activities

The maximum size for a single import file is 250 megabytes (MB).

You can also navigate to the Manage Import Activities screen through links provided on some product area screens. If you navigate to the Manage Import Activities screen with one of these product area links, then the maximum file size value is preset by the product area, and you can't edit the value for your implementation. The file-size limit is 50 MB or less.

Potential Issues When Opening CSV Files in Excel

Whenever you open the import source file or the exported source file in Excel, you might face issues with some of the field values. This topic explains the various issues that might occur and how to fix them.

Potential Issues

Potential issues that might occur include:

  • Saving ID fields:

    Issue: If you save your CSV file and then reopen it in Excel, IDs and other large numbers are typically displayed in scientific notation: the product of a decimal number and a power of 10. For example, the value 123456789012 is displayed as 1.23457E+11.

    Cause: By default, Excel displays numbers that are greater than 11 characters in scientific notation.


    1. Highlight the column containing the value.

    2. Right-click and select Format Cells.

    3. In the Format Cells dialog box, select the Category Number and set the decimal places to 0. Click OK.

  • Saving date-related fields:

    Issue: If you save your CSV file and then reopen it in Excel, date-related fields such as PeriodName are typically displayed in yy-mmm format. For example, the value 12-16 is displayed as 16-Dec.

    Cause: By default, Excel displays date-related numbers in yy-mmm format.


    1. Highlight the column containing the value.

    2. Right-click and select Format Cells.

    3. In the Format Cells dialog box, select the Category Custom and enter the type mm-yy or any other date format of your choice. Click OK.

  • Saving numeric values that have more than 15 digits:

    Issue: If your CSV file has a value with more than 15 digits, such as 1234567890123456, then Excel displays it as 1234567890123450 when the file is opened. Excel replaces the digits beyond 15 with zeroes.

    Cause: Excel supports only 15 digits of precision.


    Method 1

    1. Highlight the column containing the value.

    2. Right-click and select Format Cells.

    3. In the Format Cells dialog box, select the Category Text and click OK.

    4. Enter the value again in the cell.

    Method 2

    1. Highlight the cell containing the value.

    2. On the Formula Bar, precede the value with an apostrophe. For example, type the value '1234567890123456 and press enter.

Best Practices for Round-Trip Export and Import

You export data and then import it into a CX Sales and B2B Service environment forming a round-trip operation. You can perform round-trip operations within an CX Sales and B2B Service environment or between two different CX Sales and B2B Service environments. Before performing a round-trip operation, you must consider the identifiers and configurations. Although you can import most data directly into a target environment, you must ensure that the configurations from your source environment have been replicated in the target environment. Additionally, system-generated identifiers can't be imported and must be excluded from either the export or the import during round trip.

Use of Identifier Values

When importing records during a round-trip operation, you must ensure that the record to which you're associating (for example, if you're importing a Contact and want to assign an Owner value) already exists in the target application. You can't provide an identifier for a record that hasn't already been imported. If you attempt to associate with a record which can't be uniquely identified by the user-key provided, an error is displayed.

CX Sales and B2B Service uses these two types of identifiers:

  • Record IDs, which contain system-generated values.

  • Alternate keys, whose values are set by the user.

Record IDs

Record ID values are generated by the application when you create a record. During round trip, the target application assigns record ID values to all the imported records; you can't set these using a value contained in the input data file.

When performing a round-trip operation, you have two options:

  • You can exclude the record ID value during export.

  • You can ignore the ID value during import mapping.

Record ID values are generally named using the convention "Record Type ID". For example, Account ID, Opportunity ID, or Contact ID.

Alternate Keys

When importing data during a round-trip operation, you must use alternate key values to identify associations between records. The alternate key values that are available for a record in the source system can be included in the data file as they're set by the user and can be assigned the same value as the source system. The set of alternate key values that are available vary by object, but generally include one or more of the following:

  • Original System and Original System Reference

  • Record Number (for example Account Number, Opportunity Number)

  • Record Name (Custom Objects if field is marked as unique)

  • Email

Round-Trip Export and Import of Extensible Object and Attributes

If the object you have exported is a custom object or a standard object with custom attributes, then you must ensure that the object definition is identical between environments. This means that the custom object and attributes must exist in the target application and must use the same object and attribute names. During data import, if a difference in the object or attribute definition prevents the import of a record, then an error is generated and reported in the import logs. For example, if the length or data type of a field differs between the source and target applications, the data import operation may not complete.