2Manage Customer Information

This chapter contains the following:

You can use Oracle Customer Data Management Cloud to clean, consolidate, and enrich customer information, and to create a trusted master customer profile. Customer data management comes with these capabilities and components:

  • Work areas to manage customer information

  • Data quality configurations

  • Data quality management capability during import process

  • Separate work areas for duplicate identification, duplicate resolution, and address cleansing

  • Work area for hierarchy management

  • Data enrichment capability

Customer Information Management

You can manage customer information, such as profile, usage assignments, relationships, classifications, source system references, hierarchy memberships, linked records, accounts, and contacts, in the Organizations, Persons, and Groups work areas. You can also use these work areas to create customers.

Data Quality Configurations

You use data quality configurations to define how data quality services, such as data quality matching and cleansing, run during real-time and during batch execution. Data quality services use these configurations to call appropriate services of the embedded data quality engine to consolidate, cleanse, and enrich customer data.

Data Quality Management During Data Import

You can configure the import process to:

  • Define deduplication within the data being loaded.

  • Define deduplication of the data being loaded against the records that exist in the registry.

You can also select a matching configuration to identify duplicates and specify the action to perform on the duplicate records during the import process.

Duplicate Identification, Duplicate Resolution, and Address Cleansing

Duplicate identification lets you identify potential duplicates during data entry, data integration, or among records already in the application.

Duplicate resolution lets you resolve duplicates either by directly merging them or by creating duplicate resolution request such as merge or link. The resolution request can be verified, approved or rejected, and processed at a later date.

Address cleansing lets you cleanse address data existing in the registry and ensures data accuracy over time. Real-time address cleansing ensures that the incoming data from source systems follows the same convention as the target system for consistent information.

Hierarchy Management

You can make use of the hierarchy of your customers in many business processes. For example, you can use the hierarchy management capability to capture your customer's corporate hierarchy and to show how headquarters, branches, subsidiaries, and so on are related. You can use the corporate hierarchy information to process payments from one customer and apply them to another customer in the same hierarchy.

Data Enrichment

You can use data enrichment to make account and contact data more comprehensive. Data enrichment improves the quality of your existing account or contact data and address information as well as enriches that data with additional information.

You can use the Organization entity to manage information for different types of institutional customers, such as business organizations and professional bodies.

An Organization exists separately from any business relationship that it enters into with another entity. For example, the same Organization can enter into different business relationships, such as buying or selling, and can be referred to differently, such as a customer or supplier, in different business flows across the application. In some Oracle Cloud applications, organizations are referred to as accounts.

You can use the Organizations work area, to search for an organization, retrieve organization data from various systems, review the data, and edit the data. The Organizations work area also provides you separate tabs to manage different types of organization information such as profile, usage assignments, relationships, classifications, source system references, hierarchy memberships, and linked records.

Create Organizations

To create organizations:

  1. Navigate to the Organizations work area as follows: Navigator>Customer Data Management>Organizations.

  2. Click the Create action menu option or button.

  3. Complete the mandatory fields. Enter the following sample data:

    • Usage: Party of Interest.

    • Name: Green Corp.

    • Registry ID: This is auto populated. However, you can override it with a unique identifier of your choice.

  4. Click Save and Close or Save and Edit, as required.

Search Organizations Using Saved Searches

You can use several saved searches to find the organization you want to work with. Let's say you want to find all organizations associated with a particular address, you can use the Search Organization saved search as follows:

  1. Navigate to the Organizations work area as follows: Navigator>Customer Data Management>Organization.

  2. Select Search Organizations from Saved Search.

  3. Expand Search.

  4. Click Add Fields and select any option prefixed with Address -. For example, Address- Address Line 1.

  5. Enter the search phrase.

  6. Provide value for one of the required fields such as Name or Registry ID.

  7. Click Search.

You can see a list of organizations associated with the particular search phrase.

Edit Organizations

To edit organizations:

  1. Navigate to the Organizations work area as follows: Navigator>Customer Data Management>Organizations.

  2. Search for the organization that you want to edit. You can search by entering criteria such as the organization name or registry ID. You can also use the saved searches.

  3. Select the organization you want to edit from the Search Results region and click through its name or registry ID to navigate to the Edit Organization page.

  4. On the Edit Organizations page, you can edit the organization's details such as usage assignments, relationships, source system references, classifications, and linked records.

  5. Click Save and Close.

You can use the Person entity to manage information for different types of individual customers and business contacts.

A Person exists separately from any business relationship that it enters into with another entity. For example, the same Person can enter into different business relationships, such as buying or selling, and can be referred to differently, such as a customer or supplier, in different business flows across the application. In some Oracle Cloud applications, person customers are referred to as contacts.

You can use the Persons work area, to search for a person, retrieve person data from various systems, review the data, and edit the data. The Persons work area also provides you separate tabs to manage different types of person information such as profile, usage assignments, relationships, classifications, source system references, hierarchy memberships, and linked records.

Create Persons

To create persons:

  1. Navigate to the Persons work area as follows: Navigator >Customer Data Management >Persons.

  2. Click the Create action menu option or button.

  3. Complete the mandatory fields. Enter the following sample data:

    • Usage: Contact

    • Fist Name: Andrew

    • Last name: Flintoff

  4. Click Save and Close or Save and Edit, as required.

Search Persons Using Saved Searches

You can use several saved searches to find the person you want to work with. Let's say you want to find all persons associated with a particular address, you can use the Search Persons saved search as follows:

  1. Navigate to the Persons work area as follows: Navigator>Customer Data Management>Persons.

  2. Select Search Persons from Saved Search.

  3. Expand Search.

  4. Click Add Fields and select any option prefixed with Address -. For example, Address- Address Line 1.

  5. Enter the search phrase.

  6. Provide value for one of the required fields such as Name or Registry ID.

  7. Click Search.

You can see a list of persons associated with the particular search phrase.

Edit Persons

To edit persons:

  1. Navigate to the Persons work area as follows: Navigator >Customer Data Management>Persons.

  2. Search for the persons that you want to edit. You can search by entering criteria such as the person name or registry ID. You can also use the saved searches.

  3. Select the person you want to edit from the Search Results region and click through its name or registry ID to navigate to the Edit Person page.

  4. On the Edit Person page, you can edit the person's details such as usage assignments, relationships, source system references, classifications, and linked records.

  5. Click Save and Close.

You can use the Group entity to create a customer record consisting of a collection of persons and organizations, and have a business relationship with other entities. You can assign a group to opportunities and leads.

A group includes basic information such as name, type, and certification level, and child entities such as group members, relationships, classifications, and contact methods. The group type such as Couple, Household, or Joint Ownership classifies a group based on its purpose. The Groups work area provides you separate tabs to manage different types of group information, such as profile, usage assignments, relationships, source system references, and linked parties.

Group Members

A group member can be a person or an organization, and their member type attribute defines the relationship of the member with the group. For example, a member of type Group Contact is the contact for the group. You can manage members of a group from the Profile tab of the Group work area.

Create Groups

To create groups:

  1. Navigate to the Groups work area as follows: Navigator > Customer Data Management > Groups.

  2. Click the Create action menu option or button.

  3. Complete the mandatory fields. Enter the following sample data:

    • Name: John and Family

    • Usage: Party of Interest

    • Type: Household

  4. Click Save and Close or Save and Edit, as required.

Edit Groups

To edit groups:

  1. Navigate to the Groups work area as follows: Navigator > Customer Data Management > Groups.

  2. Search for the group that you want to edit. You can search by entering criteria such as the group name, registry ID, and type. You can also use the saved searches.

  3. Select the group you want to edit from the Search Results region and click through its identifier to navigate to the Edit Group page.

  4. On the Edit Group page, you can add new group members as well as edit group details such as usage assignments, relationships, source system references, classifications, and linked records.

  5. Click Save and Close.

The profile for any customer entity, such as Group, Person, or Organization, includes information such as customer details, additional names, additional identifiers, addresses, and contact points.

You can add most of the customer profile information during record creation, except for some profile attributes, such as an organization's financial and bank details. You can edit these profile attributes for an entity from the Edit page for that entity, such as, Edit Group, Edit Person, or Edit Organization. The Edit page for an entity lets you set a primary contact point or address for that entity.

One way to quickly view the history of changes made to a customer profile is to navigate to the Profile History page.

Some of the profile attributes, such as certification and primary contact details are common for all entity types and usages. However, some other profile attributes are specific to a customer type. They are as follows:

  • Organization: Includes name, organization information, certification information, legal information, and contact details.

  • Person: Includes person details such as name, address, and contact information.

  • Group: Includes name, group information, and group members.

Profiles and profile attributes of customer entities, such as Groups, Persons, or Organizations, can change over time because of duplicate identification and resolution activities aimed at consolidating data from several different source systems. The Profile History tab provides you with a history of the changes to the profile of a customer entity.

How You Enable Profile History Tracking

You must set the profile option: ZCH_ENABLE_SURVIVORSHIP to Yes to enable profile history tracking.

View Profile History Information

To view the profile history information for a customer entity, navigate to the specific entity record as follows:

  1. Sign in as a Customer Data Management user, such as Data Steward or Data Steward Manager.

  2. Navigate to the relevant work area, such as Groups, Persons or Organizations as follows: Navigator > Customer Data Management.

  3. Search for the record. You can search by entering criteria such as the name, registry ID, and type. You can also use the saved searches.

  4. Select the record from the Search Results region and click through its name or identifier to navigate to the relevant Edit page. The Edit Organization (account), Edit Person (contact), or Edit Group (Household) page appears.

  5. Click the Profile History tab.

On the Profile History tab, you can use the From Date and To Date filters to view the profile history in that date range.

A quick way to determine the most recent record when multiple changes are done within a day, is to use the sequence of changes on a given date along with the effective dates. The profile history information also includes changed attributes such as name, legal status, and size.

Change Details

The Change Details section includes multiple changes done within a day and also indicate the record that's available to be used in transactions. The old and new values of different attributes, such as name, legal status, and size, are also displayed.

You can export both the profile history information and the change details to spreadsheets.

Attribute Details

The Attribute Details section contains the details of the attributes that were updated during the Last Updated Date row that was selected in the Profile History section. The Changed Attribute and Rejected Attributes columns of the Profile History section display the attributes that were changed or rejected during a particular update. The Survivorship Result column in the Change Details section display the result of survivorship rules that were applied for the update selected in the Profile History section.

You can use Usage Assignments to define how entities are used across the application and in different business flows. . Entities can have multiple usage assignments, such as Partner or Customer. You can manage usage assignments for an entity from the Edit page of the selected entity, such as Edit Group, Edit Person, or Edit Organization. You can navigate to this page by searching for the required record from the Groups, Persons, or Organizations work area.

There are two types of usage assignments:

  • Conditional usage assignments

  • Unconditional usage assignments

Conditional Usage Assignments

A conditional usage assignment requires a business event to occur. For example, adding a person as a contact for a group creates contact usage for the person.

You can assign rules to a conditional usage assignment to define the business event. There are four types of rules:

  • Assignment rules: Define how the usage can and can't be assigned.

  • Exclusivity rules: Restrict usage assignment, so that between a specified date range the usage can be the only usage allowed to be assigned.

  • Incompatibility rules: Specify which usages can't be assigned concurrently during a date range.

  • Transition rules: Define which usages can transition to the usage you're creating or editing.

Unconditional Usage Assignments

You can update unconditional usage assignments without the need for a business event. For example, you can update the usage for an organization from a party of interest to a customer.

You can review, create, and edit activities for your organization, a person, or a group. These activities can be appointments or tasks. You can also record your communication, such as calls, with any resource or contact.

Manage Appointments

You can use this procedure to manage your appointments with a contact or resource such as a customer or partner. This activity can help you prioritize your appointments. You can also provide additional notes for a meeting, if required.

  1. Sign in as a Customer Data Management user, such as Data Steward or Data Steward Manager.

  2. Navigate to the relevant work area, such as Groups, Persons or Organizations as follows: Navigator > Customer Data Management.

  3. Search for the record for which you want to manage appointments. You can search by entering criteria such as the name, registry ID, and type. You can also use the saved searches.

  4. Select the record from the Search Results region and click through its name or identifier to navigate to the relevant Edit page. The Edit Organization (account), Edit Person (contact), or Edit Group (Household) page appears.

  5. Click the Activities tab.

  6. Click Actions > Create Appointment to create an appointment. To edit an appointment, search for the appointment and click Actions > Edit. To delete an appointment, search for the appointment and click Actions > Delete. Confirm to delete.

  7. Specify or change the details of the appointment such as subject, timings, contact with whom the appointment is set, and so on. You can set the recurrence of the appointment. You can also create or edit notes for the appointment. For more information about notes, see How You Manage Notes section in this chapter.

  8. Click Save and Close. The appointment is displayed in the list.

Manage Tasks

You can use this procedure to manage tasks, provide a due date, and specify the owner, status, and priority for the task. You can also provide additional notes, if required.

  1. Sign in as a Customer Data Management user, such as Data Steward or Data Steward Manager.

  2. Navigate to the relevant work area, such as Groups, Persons or Organizations as follows: Navigator > Customer Data Management.

  3. Search for the record for which you want to manage tasks. You can search by entering criteria such as the name, registry ID, and type. You can also use the saved searches.

  4. Select the record from the Search Results region and click through its name or identifier to navigate to the relevant Edit page. The Edit Organization (account), Edit Person (contact), or Edit Group (Household) page appears.

  5. Click the Activities tab.

  6. Click Actions > Create Task to create a task. To edit a task, search for the task and click Actions > Edit. To delete a task, search for the task and click Actions > Delete. Confirm to delete.

  7. Specify or change the details of the task such as subject, due date, contact with whom the task is to be done, and so on. You can set the priority of the task, percentage of task completion, and status of the task. You can also create or edit notes about the task. For more information about notes, see How You Manage Notes section in this chapter.

  8. Click Save and Close. The task is displayed in the list.

Manage Logging Calls

You can use this procedure to record the details of calls or any communication that you had with a contact or resource. You can also specify the status and priority for the call.

  1. Sign in as a Customer Data Management user, such as Data Steward or Data Steward Manager.

  2. Navigate to the relevant work area, such as Groups, Persons or Organizations as follows: Navigator > Customer Data Management.

  3. Search for the record for which you want to manage logging calls. You can search by entering criteria such as the name, registry ID, and type. You can also use the saved searches.

  4. Select the record from the Search Results region and click through its name or identifier to navigate to the relevant Edit page. The Edit Organization (account), Edit Person (contact), or Edit Group (Household) page appears.

  5. Click the Activities tab.

  6. Click Actions > Log a Call to details of a call. To edit a call log, search for the note and click Actions > Edit. To delete a call log, search for the call log and click Actions > Delete. Confirm to delete.

  7. Specify or change the details of the call log such as subject, due date, type of contact, the resource contacted, and so on. You can set the priority of the call log, percentage of task completion, and status of the call log. You can also create or edit notes about the call log. For more information about notes, see How You Manage Notes section in this chapter.

  8. Click Save and Close. The call log is displayed in the list.

You can manage use this procedure to miscellaneous information for an organization, person, or a group in the form of notes. You can create, edit, or delete notes.

Manage Notes

Perform the following steps:

  1. Sign in as a Customer Data Management user, such as Data Steward or Data Steward Manager.

  2. Navigate to the relevant work area, such as Groups, Persons or Organizations as follows: Navigator > Customer Data Management.

  3. Search for the record for which you want to manage notes. You can search by entering criteria such as the name, registry ID, and type. You can also use the saved searches.

  4. Select the record from the Search Results region and click through its name or identifier to navigate to the relevant Edit page. The Edit Organization (account), Edit Person (contact), or Edit Group (Household) page appears.

  5. Click the Notes tab.

  6. Click Actions > Create to create a note. To edit a note, search for the note and click Actions > Edit. To delete a note, search for the note and click Actions > Delete. Confirm to delete.

  7. Specify or change the type of note and type or paste the contents of the note. You can also mark the note private.

  8. Click Save and Close. The note is displayed in the list of notes table.

You can manage complex real-life relationships among various entities such as employees, employers, contacts, and organizations in the Edit page of the selected entity, such as, Edit Groups, Person or Organization. You can navigate to this page by searching for the required record from the Groups, Persons or Organizations work area. In Oracle Applications Cloud, a relationship is an entity's role in the context of another entity.

Note: You can only view the relationships for the entity in context, unless you have the manage privilege.

You must define the following for each relationship:

  • Relation types, such as employment or subsidiaries.

  • Relationship role pairs, such as employee and employer.

  • Relationship phrase pairs, such as employee of and employer of

In the Edit page for an entity, you can:

  • View all relationships for the entity in context.

  • Create relationships for an entity by specifying the relationship role, the related party name, and the relationship start and end dates for each relationship.

  • Modify the end date information and any additional information captured using descriptive flexfields for the relationships.

  • Delete a relationship to make it inactive.

A source system is any data source from which you can import entity records and other related data. Source system references are the cross references between the source system unique identifier of a record and the unique identifier of that record in Oracle Applications Cloud.

Source System References in Oracle Applications Cloud

Companies may use multiple software applications to run their businesses. Often, these applications are supplied by different vendors and run on different databases, and that can cause these issues:

  • Duplication of records and data across systems.

  • Logical representation or structure of records may vary.

  • Keeping the data in different systems synchronized, generating a consolidated view, and sharing data across systems becomes highly complex because of the difference in the logical representation.

You can resolve these issues in Oracle Applications Cloud by:

  • Defining multiple external systems as source systems. While defining source systems you can specify the type of the source system. The source system can be a Spoke system, such as a legacy system, or a Purchased system, such as data from a third party provider. You can also specify which objects, such as parties only or parties and contacts, are importable from a particular source system.

  • Creating records in Oracle Applications Cloud database from one or multiple source systems by:

    • Creating master records. Multiple source system references can create one master record by merging or linking multiple duplicate records imported from multiple source systems.

    • Creating records for every source system record. If you don't allow multiple source system references, then a record will be created for every source system record. This means that you could potentially create duplicate records in the database.

  • Using source system references, also known as cross references, to present a consolidated view. You can maintain a central register of global identities, links to master data in source systems, lists of transformation rules, and a minor subset of information that's needed to aid in matching. At runtime, you can access the source systems' master data and assemble a point-in-time consolidated view.

How You Manage Source Systems

In Oracle Applications Cloud, you can:

  • View source systems contributing to the party in the context from the Referenced Source Systems table.

  • View source system identifiers information for the child entities of a party for the source selected from the Referenced Source Systems table.

  • Delete source system identifiers to change the status of the source system reference to inactive.

  • Add source system identifiers to include a new source system reference.

Note: The source system, source system reference identifier, and the start date can't be updated. To change a source system reference identifier, delete the current record and add a new source system reference.