23Adaptive Intelligence for Sales

This chapter contains the following:

Overview of Adaptive Intelligence

Adaptive intelligence combines decision science and machine learning to help your salespeople increase and accelerate sales. When salespeople work on leads, they see adaptive intelligence predictive lead scores that help them prioritize their leads better. When they view their opportunities, they get recommendations to increase their win rates. Salespeople can use these features to improve their productivity and close deals faster.

Before your salespeople can view opportunity recommendations and lead scores, you need to complete a few integration and configuration steps.

  1. Create a user account for integration.

  2. Import data from Oracle CX Sales.

  3. Set up users for Adaptive Intelligence.

  4. Configure lead scores and recommended actions.

Create a User Account for Integration

Before you start integrating Oracle CX Sales with Oracle Adaptive Intelligence, complete these steps to ensure you have all the required access.

  1. Create a user account in Oracle CX Sales for Oracle Adaptive Intelligence to access sales data.

    Ensure that this user has the Sales Administrator job role assigned with access to all opportunities, accounts, contacts, leads, and activities in Oracle CX Sales. To learn how to create and assign roles, see Create Application Users in the Securing CX Sales and B2B Service guide.

  2. Optionally, create a role if your organization has multiple business units, and assign this role to the user account you created. For details, see Create Role for Multiple Business Units.

  3. Test the user account by signing into Oracle CX Sales. If you can't sign in, wait for 15 minutes and try again.

    After you successfully sign in, this user account is ready to be used in the Add CX Sales Connection dialog box as detailed in the topic Import Data from Oracle CX Sales.

    Note: It's important to set a calendar reminder a few days before your password is set to expire, and reset the password. Update the password on the Edit CX Sales Connection dialog box so that your connection remains intact.

Create Role for Multiple Business Units

If you use multiple business units and you want adaptive intelligence models to be able to provide predictions across all of them, complete this additional step.

  1. Create a role and data security policies to provide global access to all opportunity and lead data. See Create Roles in the Security Console in the Securing Applications guide.

    Here are a few things to keep in mind:

    • When you're creating the role, select CRM - Job Roles as the role category.

    • For data security policies:

      • Select Opportunity as the database resource for one policy, and Lead for the other.

      • Select All values in the Data Set list and select all the options in the Actions list.

  2. Assign the role to the sales administrator user you created for Oracle Adaptive Intelligence to import data from Oracle CX Sales. See Create Roles in the Security Console in the Securing Applications guide.

After you complete these steps, it may take a few minutes for the changes to take effect. When you complete all the integration steps, adaptive Intelligence models will provide predictions across all your business units.

Import Data from Oracle CX Sales

Integrate Oracle Adaptive Intelligence for Sales with Oracle CX Sales using basic manual steps and configuration. After a successful connection, the application can access and import data from Oracle CX Sales.

Set Up Connection

As soon as you set up the connection, the application starts importing all records immediately. Therefore, if you have large data sets to import, start the connection process during a downtime.

  1. Sign in to Oracle Adaptive Intelligence for Sales.

  2. Click Connections and then click Data Sources.

  3. Click Oracle CX Sales.

  4. In the Add CX Sales Connection dialog box, enter the following details:

    • Service Endpoint URL: Your Oracle CX Sales host name in the format https://<osc_host_name>. For example, https://abcd.fa.us6.example.com.

    • User Name and Password: User name and password of the Oracle CX Sales user account that you created earlier.

    • Data Import Start Date: Optionally, select the date from when you want to ingest data from Oracle CX Sales. If you don't select a date, the application ingests all the available data.

      Note: After you set the date, do not edit the Data Import Start Date field. Contact Oracle Support if you want to update the field.
  5. Click Connect.

The connection is tested against your Oracle CX Sales host and is saved if successful. Data ingestion starts immediately. The Data Sources page appears and displays the connection.

Note: Update the endpoint URL only if recommended by Oracle Support. Reading a different data set into an existing Oracle Adaptive Intelligence for Sales instance may result in corrupted predictions.

Set Up Users for Adaptive Intelligence

Roles and privileges control the access that users have to different features of the application.

Roles and Privileges

This table describes the roles that you assign and the privileges associated with the role.

Role Privileges Description

Oracle Adaptive Intelligent CX User

  • View Home page

  • Review Insights

  • Manage Supervisory Controls

Coordinates and supervises all sales user activities related to Oracle Adaptive Intelligence for Sales. Reviews the Insights page to monitor data flow to and from Oracle CX Sales. Sets the opportunity recommended action threshold using supervisory controls.

Oracle Adaptive Intelligent CX Operations Manager

  • View Home page

  • Manage Connections

  • Review Insights

  • Manage Supervisory Controls

Coordinates and supervises all activities related to the operation of Oracle Adaptive Intelligence for Sales, such as managing data source connections. The role inherits privileges of the User role for sales activities.

Manage Users

You manage users and assign them one of the adaptive intelligence roles using Oracle Identity Cloud Service.

  1. Sign in to Oracle Adaptive Intelligence for Sales.

  2. Click the user menu and the click User Administration.

  3. Create user accounts and assign them appropriate roles. For details, see Manage Oracle Identity Cloud Service Users in the Administering Oracle Identity Cloud Service guide.

Configure Lead Scores and Recommended Actions

You must complete configuration steps in Oracle CX Sales for adaptive intelligence predictive lead scores to display on leads, and recommendations to display on opportunities.

  • For predictive lead scores to appear on the Leads Summary page, edit the required profile option, and add the AI lead score field to the Leads Summary page and in the Workspace. See the Lead Adaptive Intelligent (AI) Score section in the Leads chapter.

  • For recommendations to appear for your opportunities, configure best sales action and add the recommended action column to the Opportunities page. See the Recommended Actions section in the Opportunities chapter.