58Extend Microsoft 365

This chapter contains the following:

Read this chapter to learn about configuring the Oracle Microsoft 365 add-in side panel.

In this chapter, you will learn:

  • How to configure the Microsoft 365 add-in side panel.

  • How to configure standard and custom objects.

Use Application Composer to configure Oracle CX Sales for Microsoft 365 side panel.

You can manage the objects and fields that are visible on Oracle CX Sales for Microsoft 365 without having to carry out specific configurations for a particular object. Here are the tasks you can do:

  • Set standard and custom objects to be visible on the side panel.

  • Configure the header visible on the side panel.

  • Configure the Related Records section on the side panel.

  • Configure views within standard and custom objects.

  • Add a role to a layout.

Extensible Objects

Here are the objects that you can configure and the layouts within those objects that can be extended:

Objects Extensible Layouts

Appointment

Detail and Edit Layouts

Call Report

Detail and Edit Layouts

Task

List, Detail, Edit, and Saved Search layouts

Accounts

List, Detail, Edit, Picker, and Saved Search layouts

Contacts

List, Detail, Edit, Picker, and Saved Search layouts

Sales Leads

List, Detail, Edit, Picker, and Saved Search layouts

Opportunities

List, Detail, Edit, Picker, and Saved Search layouts

Resources

List, Detail, and Picker layouts

Revenue

List, Detail, and Edit layouts

Competitors

Picker layout

Opportunity Contacts

List and Edit layouts

Opportunity Resources

List and Edit layouts

Sales Lead Resources

List and Edit layouts

Sales Lead Contacts

List and Edit layouts

Configure Oracle CX Sales for Microsoft 365 Using Application Composer

Open and create a sandbox and then you configure Oracle CX Sales for Microsoft 365 using Application Composer:

  1. Sign in as the sales administrator or as a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Go to Navigator > Configuration > Application Composer.

  4. Select Productivity Applications Setup from the Overview region.

  5. Select CX Cloud Microsoft 365.

You are taken to the setup page where you can configure the Oracle CX Sales for Microsoft 365.

In the Oracle add-in, there are standard pages for capturing details such as user accounts and appointments. However, your business may need you to capture certain additional details for accounts or appointments which aren't available in the standard pages. In such situations, you can create your own layouts for these pages in the Oracle sales cloud. The layouts can be in any of the following page view formats: List, Detail, Edit, Picker, or Saved Search. In your own layouts, you can add fields of your choice and also decide user access at form level or even at a field level.

Here are the steps to create a layout:

  1. Sign in to your sales cloud as the sales administrator or as a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Go to Navigator > Configuration > Application Composer.

  4. In the Common Set up Menu, or on the Overview page, go to Productivity Application Setup, and then select CX Cloud Microsoft 365.

  5. Expand the feature for which you want to create a new layout. For example, expand the Accounts feature.

  6. Within that, expand the type of page view. For example, expand the Detail view.

  7. Click the Duplicate icon. Give a name to your new layout. Ensure that the name speaks the purpose of the layout.

  8. Click OK.

  9. Select the Active icon to make your layout active.

    Once you have created the layout, you can configure the fields that are available, assign roles, add criteria to the layout.

  10. Click Save.

  11. Publish the sandbox.

Can I remove the layouts I created in the Microsoft 365 Designer?

Yes. You can remove the layouts you don't want in the Microsoft 365 Designer. To remove an active layout, first deactivate the layout, and then click the Delete icon.

You can't deactivate or delete standard layouts and saved searches.

The Side Panel shows contact information and has links to related records.

How Can I Configure the Contact Header Section

You can configure what user can see on the contact header region. By default, the application shows the following: contact snap, name (if available), the account to which the contact is associated with, and the job title. You can select additional fields, that the application can show on the header.

To configure the contact header, perform the following steps:

  1. Expand Side Panel, and then expand Header.

    The Standard layout is the default layout and you can't modify this layout. This paradigm is true for all the features.

  2. Click the Duplicate icon to create a layout that you can configure.

  3. Enter the name of the layout and click OK.

    You can now modify the layout that you have created.

  4. To add a field to layout, select the field from the Available Fields region. Drag and drop that field to the layout.

  5. Click the Cross icon to remove a field from the layout.

    Note: You can also modify the order in which the fields are shown on the contact header. The contact snap and the name can't be removed from the header.
  6. Activate the layout that you created.

How Can I Configure the Related Records Section

Here is how you configure the Related Records section:

  • Add or remove features.

  • Create sorting logic for the features.

    To create a sorting logic select the field on which the feature is sorted and also the order of the sort.

    Note: This sort is only applicable to the side panel. You can't configure list view sorts here.
  • Create filter logic for the features.

How can I create a trigger to allow or prevent a before-insert script, called only from Outlook?

You can allow or prevent a before-insert script through Groovy scripts using the AutoLogSource field. Here's an example script that shows how to modify the AfterCreate trigger:

if(AutoLogSource != 'OUTLOOK')
{
// Place your groovy code here. This won't be triggered through Outlook.
}

Configuring Objects

Set Role Permissions on the Layouts You Created

On the List, Edit, and Detail layouts you create, you can make few fields privileged to selective roles. For example, you can show few fields in the Accounts Detail page to the sales managers only and hide them from others.

Add a Role to a Layout

Here is an example of how you can add the Sales Manager role to the Accounts Detail layout:

  1. Sign in as the sale administrator or as a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Go to Navigator > Configuration > Application Composer.

  4. On the Overview page, go to Productivity Applications Setup, and then selectCX Cloud Microsoft 365.

  5. In the Application Features region, expand Account, and then expand Detail.

  6. Select the Standard layout and create a copy.

  7. Give a name to the layout you created.

  8. In the Assigned Role section, search for and select the Sales Manager role.

  9. Move the Parent Account ID field from the Available Fields section to the layout.

  10. Save your changes.

  11. Publish the sandbox, for your changes to take effect.

When you sign in to Microsoft 365 as a Sales Administrator, you can see the Parent Account ID, which users with other roles can't see.

Create Advanced Criteria for a Layout

Advanced criteria enables you to define a set of conditions that the application must meet before displaying the page for a feature's Detail or Edit views. For example, if you create an advanced criteria for an Opportunity Detail page layout as follows: Status Equal to Open, then your layout will only show open opportunities.

Note: You can't create advanced criteria for List, Picker, and Saved Searched layouts.

Here are the steps to Create Advanced Criteria:

  1. Sign in as the sales administrator or as a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Go to Navigator > Configuration > Application Composer.

  4. On the Over page, select Productivity Applications Setup, and then select CX Cloud Microsoft 365.

  5. In the Application Features section, expand the feature that contains the page payout that you want to add advanced criteria to.

  6. Expand the relevant layout and create a new layout.

  7. In the Advanced Criteria, click Add.

  8. Create your criterion by selecting the field, operator, and then entering the condition or field value.

  9. You can create multiple condition statements and join them using the AND or OR clauses.

  10. Save the layout.

  11. Publish the sandbox.

Disable the Create, Edit, and Delete Actions on Objects

By default, users using the Oracle add-in can create, edit, and delete appointments, tasks, call reports, and contacts, based on their role privilege. There can be situations where you may want to disable these abilities for all the add-in users. For example, if your business doesn't want anyone to delete call reports, you can disable the delete action on call reports so that your users can't delete them anymore. Similarly, if your business doesn't want users to update tasks once created, you can disable the Edit action on Tasks.

Here's how you can disable these actions:

  1. From the sandbox of your sales application, open the CX Microsoft 365 Designer (Sales application > Application Composer > Productivity Applications Setup > CX Microsoft 365 Designer).

  2. Decide the object you want to disable the actions on. For example, if you want to disable actions on call reports, select Call Report.

  3. Under Feature details, turn on the suitable disable options:

    • Disable Create Flow: Turn this on, to disable the ability to create an object. For example, if you don't want users to create the call reports, turn this on.

    • Disable Edit Flow: Turn this on, to disable the ability to edit an object. For example, if you don't want users to edit or update the call reports, turn this on.

    • Disable Delete Flow: Turn this on, to disable the ability to remove an object. For example, if you don't want users to remove the call reports, turn this on.

  4. Save your changes to the object and publish.

How can I make a field read-only?

You can make a field read-only in the Edit page of a feature. Create an edit layout, select the appropriate field, and add Updatable Conditions in the Field Criteria region. When the conditions are met, the field can be edited in the Microsoft 365 add-in. Otherwise, the field remains read-only.

How can I make a field mandatory?

Certain fields such as First Name in the Contacts page, are set as required, in the default setup of Oracle add-in. You can set certain fields such as Location, as required, when setting up the standard objects in Application Composer. However, there can be scenarios where you want to set certain fields in Oracle add-in, as required, without affecting the default setup or the standard objects. For example, In the Appointments page, you may want to make Appointment Type as mandatory, which is otherwise an optional field in the default or standard setup. In such case, you can set it as mandatory from the Microsoft 365 designer. Here's how you can do that: Enter a sandbox and open Microsoft 365 Designer (Application Composer > Productivity Applications Setup > CX Cloud Microsoft 365). Open the Edit layout of an object such as Appointment. You can't edit the standard layout. Hence, create a copy of the standard layout or modify any existing custom layout. Within the layout, go to the field you want to change the mandatory options of. Expand the Field Criteria section on the right-side pane and see the options under Required Conditions field. By default, it's set to Application Composer Default. This means that the field follows the standard Object settings done in the Application Composer. Change the Required Conditions to 'Always Required' or 'Conditionally Required' as needed - Pick Always Required if you want the field to be mandatory always. Pick Conditionally Required to make a field as required, only when few conditions are met. For example, Appointment Type must be required only when a user selects an appointment as 'All Day'. Save the layout.

How can I add or remove fields?

Navigate to the CX Cloud Microsoft 365 designer in Application Composer, select the field that you want to add in the Available Fields region, and then click the field and move it to your preferred location in the page layout. Save the layout. To remove a field select the field, click the cross icon, and then Save the layout. See Creating a Layout for an Object: Procedure topic for more information about creating a page layout.

Enable Do Not Contact Fields for Custom Layouts

By default, the standard Contacts page shows three Do-Not-Contact fields: Do Not Call, Do Not Email, and Do Not Mail. Users of the Oracle add-in can set communication preference of their contacts using these fields. However, for custom layouts, these fields aren't enabled by default.

Here are the steps to enable these fields on your custom layouts:

  1. From the sandbox of your sales application, open the CX Microsoft 365 Designer (Sales application > Application Composer > Productivity Applications Setup > CX Microsoft 365 Designer).

  2. From the menu (hamburger icon), open your custom layout for Contacts.

  3. From the Available Fields, drag-and-drop the Do Not Call, Do Not Email, and Do Not Mail fields. You have one more field called 'Do Not Contact'. If users want to indicate that a contact doesn't want to be communicated by any mode, they can turn on just this one. To the custom layout, you can add this field as well.

  4. Save your changes and publish.

How can I enable the field, 'Do not Contact', for the layouts duplicated from standard layout?

By default, the Do Not Contact field isn't enabled in the layouts created from the standard layout. You can add this field to the layout so that your users can see and use this in the side panel. To add the field, go to the sandbox of your sales application. Open the CX Microsoft 365 Designer (Sales application > Application Composer > Productivity Applications Setup > CX Microsoft 365 Designer). From the menu (hamburger icon), open standard layout of your Contacts page. From the Available Fields, drag-and-drop Do Not Contact. Save your changes and publish.

How can I add actions to a layout?

To add actions to your layout, navigate to the CX Cloud Microsoft 365 designer in Application Composer, select the feature, and go to the Detail layout. Create a copy of the standard layout and click page control to go to the Actions page. Select the available actions and move it to the Actions region in your layout. Save the layout. When you add an action for the Leads object, you must add either the Qualify or the Unqualify action.

How can I configure the features list on the Navigator?

Select the feature in the Navigator, and click Show On Navigator to show or hide the feature. You can also add features in the Navigator by moving them from the Available Features section to the Navigator. You can remove only those feature that you added and not those that are available by default.

Configure Saved Search for Microsoft 365

Create saved searches to use the same search condition multiple times, without having to explicitly define the search conditions.

Do this to configure a search operation:

  • Set the search as your default search.

  • Create a search criteria.

    The fields that are available depend on the object that you have selected. For example, a typical search on the accounts object could be; Record Set Equals I Own. This condition fetches all accounts that you own.

    Note: You can include fixed or multi-select drop-down list fields as well to your search criteria.
  • Add fields on which you can create search conditions.

  • Add roles to your configured search.

How You See Service Requests in the Microsoft 365 Side Panel

Managing service requests is integral part of the daily job schedule of salespeople. Let's say, you receive an email from your contact that a service request isn't making progress. You may want to view the details of the service request immediately from the context of this email.

We have provided an option, where salespeople can see service requests in the side panel as related records and in the Accounts tab as a subtab. Here are the steps to enable the Service Requests subtab for Accounts.

  1. Log in to the application as a setup user.

  2. Activate a sandbox.

  3. Go to the application composer.

  4. Click Productivity Applications Setup in the Common Setup section, and then click CX Cloud Microsoft 365.

  5. In the Microsoft 365 Designer, select Related Records in the side panel.

  6. Create a layout.

  7. In your layout, expand the Available Items section.

  8. Drag and drop Service Request into your layout.

  9. Next, add the Service Requests subtab in the Accounts tab.

  10. Expand Details in Accounts, in the Application Features section.

  11. Create a details layout.

  12. Go to Related Items in your layout.

  13. Expand the Available Related Items section.

  14. Drag and drop Service Requests into your layout.

  15. Save the layout.

Note: Only critical service requests appear under the Service Requests subtab of accounts.

How can I insert external links into the objects of Oracle add-in?

You can use the Open URL functionality to configure external links and add those links into objects. Here are the steps to accomplish that:

  1. Sign in as a sales administrator or a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Click Navigator > Configuration > Application Composer.

  4. In the Common Setup menu, or on the Overview page, click Productivity Applications Setup and then click CX Cloud Microsoft 365.

  5. Expand the feature where you want to add the link. For example, expand the Accounts feature.

  6. Expand the Detail view.

  7. Click the Duplicate icon to create a layout that you can configure.

  8. Enter the name of the layout and click OK.

  9. Go to the Action and Links region.

  10. Drag and drop the Open Custom URL link from the Available Links section to the Action and Links section.

  11. On the Custom URL Properties page, enter the link name and URL.

  12. Click Save.

    The URL is now available in this region.

  13. Activate the layout that you created.

Add User-Defined Logo

You have the flexibility to change the appearance of the add-in home page banner, by replacing the Oracle logo with a logo of your choice.

To add user-defined logo:

  1. Sign in as a sales administrator or a setup user.

  2. Ensure that you're working in an active sandbox.

  3. Click Navigator > Configuration > Application Composer.

  4. In the Common Setup menu, click Productivity Applications Setup and then click CX Cloud Microsoft 365.

  5. Expand Side Panel and go to the Header layout.

  6. In the Logo region, click Upload to upload your logo.

  7. Click Save.

Once you upload your logo, the application removes the default Oracle logo. But, you can get back to the default logo by deleting the user-defined logo.