40Microsoft 365

This chapter contains the following:

Your sales organization can use the integration between CX Sales and Microsoft 365 to access sales application data from within Microsoft 365 and apps that use Microsoft Exchange. The integration includes an add-in that opens as a side-panel in Microsoft Outlook. This means that, when composing emails and creating meetings, the sales organization can access sales data directly in Outlook.

Here's how the sales organization benefits from the integration:

  • Salespeople can capture interactions with customers, including emails and meetings, into CX Sales. This allows the sales organization to remain informed on the latest status of customer engagements, communications, ongoing meetings, and meeting outcomes.

  • Salespeople can perform their sales-related work without having to leave Outlook, often their most frequently-used application.

  • Because the integration synchronizes sales data with Microsoft Exchange, salespeople can see their sales appointments on their native smartphone apps and other applications integrated with Microsoft Exchange.

Setup Tasks

What should I know when implementing the Microsoft 365 add-in?

Here are some important things you should keep in mind when implementing the Microsoft 365 add-in:

  • Don't connect a single Microsoft email account to two instances of the sales application. This can cause data to get cross-synchronized between the two sales application instances.

  • Don't model employees as contacts. Employees are generally modeled as resources. The application isn't designed to handle a person modeled both as an employee and a contact at the same time.

  • Create separate applications for each pod in Microsoft Azure. In the application, add the users who are going to access the add-in of the pod. Deploy the manifest file from the corresponding pod into the Microsoft portal.

  • Don't use the same email account against different pods, such as your stage environment and your production environment.

  • Follow steps for migration.

  • Make sure user time zones settings match between Outlook and the server.

Install Microsoft 365 for Sales

Enabling the integration between CX Sales and Microsoft 365 accomplishes two things:

  • You enable an add-in that displays relevant CX Sales information in an Outlook side panel.

  • You enable integration between CX Sales for other applications that are integrated with Microsoft Exchange. For example, salespeople can see their sales appointments on their native smartphone apps.

You require two users: a setup user in your sales application and an administrator user for Microsoft Azure and Microsoft 365 portal. Enabling the integration involves three steps:

  1. Register the Oracle add-in in Microsoft Azure.

    During the setup, you copy the generated application ID and application key.

  2. In your sales application (Setup and Maintenance, Manage Microsoft 365 task), you enter the application ID and application key and generate a manifest file.

  3. In the Microsoft 365 portal, you upload the manifest file and deploy the add-in.

User Agreement

This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle doesn't control and isn't responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle isn't responsible for the security, protection or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that's transmitted to such Microsoft sites or platforms or services. You're solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the rights to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.

Register the Oracle Add-In in Microsoft Azure

  1. As an Azure/Exchange administrator, sign in to the Microsoft Azure portal at https://portal.azure.com.

  2. Under Azure Services, click Azure Active Directory.

    Note: If you're a first-time user, then you must sign up for your Microsoft Azure Active Directory.
  3. In the left pane of the Azure Active Directory Overview page, click App registrations.

    Side panel with App Registration selection highlighted
  4. Click New Registration.

    App registrations page with New registration button
highlighted
  5. On the Register an application page make these entries:

    1. Enter a name for the application. This name doesn't appear in the add-in.

    2. For Supported account types, make sure Accounts in this organizational directory only (single tenant) is selected.

    3. Leave theRedirect URI blank.

    4. Click Register.

      Register an application page
  6. On the App registrations overview page with the name of your application, copy the Application (client) ID for later use.

    App registration page highlighting the Application
(client) ID
  7. In the left-hand pane, under the Manage heading, click Branding.

    Branding page
  8. In the Home page URL, enter the host name of your sales environment with an additional string appended to it: https://<Host Name>/crmUI/osc365/web/index.html

  9. Click Save.

  10. In the left-pane of the page, under the Manage heading, click Authentication (callout 1 in the following screenshot) and make these entries:

    Authentication with Add Platform and Configure
platforms Web selection highlighted with callouts
    1. Click Add a Platform (callout 2).

    2. In the Configure platforms page, click Web (callout 3).

    3. Add the following URIs in the Redirect URIs section.

      • https://<host>/sales/office365/jet/close.html

        For example: https://sample-pod.oraclecloud.com/sales/office365/jet/close.html

      • https://<host>/crmUI/office365/jet/close.html

        For example: https://sample-pod.oraclecloud.com/crmUI/office365/jet/close.html

      • https://<host>/crmUI/osc365/web/close.html

        For example: https://sample-pod.oraclecloud.com/crmUI/osc365/web/close.html

      You must add each URI separately:

      1. In the Configure Web window, enter the first URI in the Redirect URIs field (callout 1 in the screenshot).

        Configure Web page highlighting the field where
you enter the first URI and the Configure button
      2. Click Configure (callout 2).

      3. In the Authentication page, Web section (following screenshot), Click Add URI (callout 1) to add each of the other two URIs.

        Authentication page highlighting the Add URI button
and the Save button
    4. Click Save (callout 2) at the top of the page.

  11. In the left-pane, click Certificates and secrets (callout 1 in the following screenshot).

    Certificates  secrets page highlighting the selection
and the New client secret button.
    1. In the Certificates and secrets page, Client secrets section, click New client secret (callout 2).

    2. Enter a description, for example: CX Sales client server secret.

    3. Select Never as the expiration. If you select a fixed period, then the periodic refresh stops after that period.

    4. Click Add.

    5. Copy the generated string from the Value field. This value is the application key.

  12. In the left pane, under the Manage heading, click API permissions and make these entries:

    1. Click Add a permission.

    2. On the Request API permissions page, scroll down and click the Azure Active Directory Graph button under Supported Legacy APIs.

    3. Click Delegated permissions (callout 1 in the following screenshot).

      Azure Active Directory Graph page highlighting
Delegated Permissions button, the User permissions node and the User.Read
permission.
    4. In the Select permissions section, expand User (callout 2) and select the UserRead option (callout 3).

    5. Click Add a permission again.

    6. On the Request API permissions page, switch to the APIs my organization uses tab.

    7. Search for the term 'Office' and select Office 365 Exchange Online.

    8. Click Delegated permissions. and add the following permissions.

      Permission Option to select

      Calendars

      Calendars.ReadWrite

      Contacts

      Contacts.ReadWrite

      MailboxSettings

      MailboxSettings.ReadWrite

      Mail

      Mail.ReadWrite

      Tasks

      Tasks.ReadWrite

      Tasks.ReadWrite.Shared

    9. Click Add Permissions.

    10. On the API permissions page, click Grant admin consent to consent on the behalf of users (center of the right-hand pane of the page highlighted in the screenshot).

      API Permissions page highlighting the Grant admin
consent button

Generate the Microsoft 365 Manifest File in CX Sales

  1. Sign in as a setup user into your sales application.

  2. In Setup and Maintenance, open the side panel and search for the task Manage Microsoft 365.

    Here's the open side panel with the Search field highlighted.

    Side panel with the Search field highlighted
  3. Accept the End User License Agreement.

  4. In the Manage Microsoft 365 page, enter the application ID (callout 1 in the screenshot) and the application key (callout 2) you copied from Microsoft Azure.

  5. Enter an application display name. This is the name that appears in Outlook. (callout 3)

  6. Save.

    The application generates the manifest file (callout 4).

    Manage Microsoft 365 page with callouts highlighting
different fields
  7. Download the manifest file to your desktop.

Upload the Manifest File and Deploy the Add-In

  1. Sign in to the Microsoft 365 portal: https://portal.microsoft.com.

  2. In the left-side panel, click the Navigation Menu and Show all. Then select Settings > Services and add-ins.

    Here's a screenshot of the Navigation Menu after you show all and expand Settings.

    Expanded Navigation Menu in the Microsoft 365 admin
center
  3. Click Deploy Add-In.

  4. Click Next at the bottom of the page.

  5. In the Deploy a new add-in page, click Upload customer apps.

  6. With the I have the manifest file (.xml) on this device option selected, click Choose File and select the manifest file you downloaded earlier.

    Deploy a new add-in page
  7. Click Upload.

  8. On the Configure add-in page, you can specify who gets the add-in and if users can hide the add-in from the Outlook ribbon. By default the add-in is automatically placed in the Outlook ribbon for all users.

    Configure add-in page
    • Assign Users

      You can limit who gets the add-in either to specific users (for testing, for example) or to groups (for example, to users in CX Sales).

    • Deployment Method

      • If you're rolling out the add-in to the whole sales organization, consider accepting the Fixed (Default) option.

      • If you're testing with a few administrators, then Available may be the better option. Administrators may test both the test and production environments at the same time, and might want to hide one or the other from their ribbon.

      • Optional makes sense if you don't want the add-in showing up on any of the users' ribbons unless they need to test it.

      • The Available and Optional deployment methods make it possible for users to hide the add-in from their ribbon.

  9. At the bottom of the Configure add-in page, click Deploy.

The application confirms the deployment is complete and the add-in appears in the list on the Add-ins page. It can take 12 hours for the deployed add-in to appear on a user's Outlook ribbon. Users who are added to the group are automatically assigned the add-in. And, when users are removed, they lose access to the add-in.

Use the Manage Microsoft 365 task to configure the following important settings that let you run the Microsoft 365 side panel smoothly:

  • Register the Microsoft 365 add-in

  • Resolve conflicts

  • Configure Recent and Favorite search

  • Configure sync settings

Register the Microsoft 365 Add-In in the Microsoft Azure Directory

Enter the Application ID, Application Key, and the Name. Here you can also download and update the manifest file. See the Install Microsoft 365 for Sales topic in this guide for information about how to generate the ID and key and update the manifest file.

Let's say you enter the name as Oracle CX Sales. When you sign in to your Microsoft 365 account, you can see Oracle CX Sales as an add-in that you can select.

Resolve Conflicts

Use Conflict Resolution to setup the rules on how you want the add-in to resolve potential conflicts in records.

Let's look at the different options you can select:

Option Description

Server Wins

The records in your sales application overwrite the records in your Microsoft 365 account.

Client Wins

The records in your Microsoft 365 account overwrite the records in your sales application.

User Selected

You get to select at run-time, the way you want to resolve the conflict, whenever there is a conflict.

You can also let a user override the default setting.

Recent and Favorites

Here you set the number of days and the size of the record set for the search. Let's say you enter 60 days for recent records and record size 10. When you search for records, the recent search result shows up records up to 60 days in a batch of 10 records.

Synchronization Configuration

Here you set up the options on how you want records to be synced between your sales application and Microsoft 365 account.

Enable or disable synchronization of contacts, appointments, tasks, private appointments, and private tasks. Along with this, set the upper limit of the number of records to be synced, with the exception of private appointments and tasks.

Note: Within the Appointment settings, turn on the 'Allow invitees to share appointment' check box. When you turn this on, your users can use the Share button under the Related Records tab to share their meeting with the sales application.

Keep in mind the considerations discussed in this topic as you get started with the Oracle Microsoft 365 add-in.

Internet Explorer Prerequisites

If you use Microsoft Internet Explorer for online Microsoft 365, do these two things before you connect to the Microsoft 365 add-in:

  1. Turn off the compatibility setting: Display intranet sites in Compatibility View.

  2. Add sites as trusted sites.

This table summarizes the actions:

Prerequisite 1 for Internet Explorer: Turn off the compatibility setting Prerequisite 2 for Internet Explorer: Add sites as trusted sites

Turn off the setting, Display intranet sites in Compatibility View for the Oracle add-in to appear well in the side panel. Here's how you can turn it off:

  1. Open Settings in Internet Explorer.

  2. Go to the Compatibility View Settings.

  3. Deselect the check box, Display intranet sites in Compatibility View.

For the Oracle add-in to open in the side panel, add these sites as the Trusted Sites in your Internet Explorer browser. Navigate to Settings > Internet Options > Security > Trusted Sites > Sites and add these sites as trusted sites:

  1. https://*.office.com

  2. https://*.office365.com

  3. Add the host of the pod. (For example: https://something.oraclecloud.com)

First Time Sign In

Here's what to do when you open the Oracle add-in from Outlook for the first time:

  1. If you're using your own computer, select the This is a trusted computer check box.

  2. Click Connect

    The name on the side panel reflects the application name that was entered in the Manage Microsoft 365 task. Here's what the side-panel looks like if you aren't using single-sign-on. The experience is a bit different if you do.

Oracle add-in showing the Connect dialog

You're prompted to sign in to CX Sales in a separate browser window. When you sign in, CX Sales links the Microsoft 365 and CX Sales users. From now on, you must be signed in as the same Microsoft 365 user to view the CX Sales user's information. The linking prevents you from signing in as another CX Sales user. You can uncouple the two accounts, however, by following the instructions in the topic Manage User Mappings.

Records Sync

Sync with Microsoft 365 for Sales

Three processes synchronize data in your sales application with the Microsoft 365 add-in:

Process Description

Microsoft 365 Instant Sync Job

Synchronizes the Microsoft 365 activities shared with your sales application.

You can share an appointment or email with your sales application. Appointments are synchronized as appointments and emails synchronized as tasks.

Microsoft 365 Standard Sync Job

Synchronizes the contacts and activities between Microsoft 365 and your sales application.

Microsoft 365 Token Refresh Job

This job keeps the users' tokens active all the time.

Best Practices for Sync Frequency

Here are the recommended frequencies for the sync jobs:

  • Microsoft 365 Instant Sync Job: Schedule this for every 1 hour.

  • Microsoft 365 Standard Sync Job: Schedule this for every 4 hours.

  • Microsoft 365 Token Refresh Job: Schedule this to run every 3 hours.

If you need to change the frequencies of the Standard Sync and Instant Sync jobs, evaluate the customer environment before making the changes. Also, consider factors such as number of total users and volume of data being synchronized.

A good approach to determine the frequency is to monitor these jobs for some time and evaluate how long the jobs are taking to complete. Based on the actual run time (time taken for a job to complete), you can determine the frequency. For example, if the Standard Sync job instances are consistently completing in an hour, you can change the frequency from 4 hours to 2 hours. Similarly, you can change the Instant Sync jobs frequency to 30 minutes, if they're completing in about 15 minutes.

Auto-Synchronize Business-Relevant Appointments

Let your users' appointments be automatically synced between Microsoft 365 Outlook and the sales application. With auto-sync enabled, your salespeople don't have to categorize the appointments as Shared with Oracle anymore. The add-in automatically shares the user-owned appointments that have a CX Sales contact in the recipients list. Depending on your organization's preferences, you can allow auto-sync of private appointments as well.

  • To allow auto-sync of appointments, you must enable the ORA_ZPS_365_ENABLE_AUTO_SYNC_APPOINTMENTS profile option.

  • To auto-sync private appointments, select the Include Private Appointments from Outlook option.

Enable the Auto-sync Appointments Profile Option

  1. In the Setup and Maintenance work area, use the Manage Administrator Profile Values task:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. On the Manage Administrator Profile Values page, search for the ORA_ZPS_365_ENABLE_AUTO_SYNC_APPOINTMENTS profile option.

  3. Scroll down to Profile Values and change the Site value to Yes.

  4. Save and close the page.

Include Private Appointments from Outlook Option

  1. In the Setup and Maintenance work area, use the Manage Microsoft 365 task:

    • Offering: Sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365

  2. On the Manage Microsoft 365 page, scroll down to Appointments.

  3. Select the Include Private Appointments from Outlook check box.

  4. Save and close the page.

How the Sales and Microsoft 365 Records Are Synced

Sync contacts, appointments, and tasks between your sales application and Microsoft 365 through Scheduled Processes.

Sync Settings

Here are the settings on the Manage Microsoft 365 page that let you sync data between your sales application and Microsoft 365.

  • Enable Contact Synchronization

  • Enable Appointment Synchronization

  • Enable Task Synchronization

  • Sync Private Appointments

  • Sync Private Tasks

You can synchronize your Microsoft 365 contacts and tasks with your sales application only if you have the Shared with Oracle category enabled. You must manually select the Shared with Oracle category from the Microsoft 365 ribbon to synchronize contacts and tasks with the sales application.

Note: When you synchronize the application records with Microsoft 365, the Shared with Oracle category is automatically added to each record in Microsoft 365.

How the Records Are Synced

When you create, update, or delete records using the side panel, information is updated simultaneously in your sales application and Microsoft 365. However, if you modify records in either your sales application or Microsoft 365, then the changes reflect in the other application only after synchronization.

Note: Contacts or appointments deleted in your sales application are instantly deleted in Microsoft 365, whereas contacts or appointments deleted in Microsoft 365 are deleted in your sales application only after synchronization. However, if synchronized contacts or appointments were originally imported into your sales application or created after data merge, then deleting the contact or appointment in your sales application doesn't delete the respective record in Microsoft 365. You must manually delete such contacts or appointments in Microsoft 365.

Turn Off the Synchronization Process

During the synchronization process, the sync engine creates, updates, or deletes the Contacts, Appointments, and Tasks, between Outlook and the sales application. When you don't want a continuous synchronization between the two applications or when you want to avoid unnecessary sync failures, you can turn off the synchronization.

Here's how to turn off the synchronization process:

  1. In the Setup and Maintenance work area, use:

    • Offering: Sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365

  2. Scroll to Synchronization Settings. Under the settings are three sections: Contacts, Appointments, and Tasks. Each section shows a Sync Enabled check box and other check boxes within, to specifically stop creation or deletion of records.

  3. Let's see each option in detail:

    • Sync Enabled: Use this check box to stop the To and From synchronization between the sales application and Outlook. For example, turning off the Sync Enabled check box, which is in the Appointments section, stops syncing the meetings or appointments.

    • Create New Records in CX Sales: Use this check box to stop sync engine from creating records in sales application, even if there are new records added in the Outlook. Similarly, it stops creating records in Outlook, if the users have added new records in the sales application. For example, turning off this check box under the Tasks section stops sharing the newly created records between Outlook and the sales application.

    • Delete Old Records from CX Sales: Use this check box to stop the sync engine from removing records in Outlook, even when a user deletes the corresponding record in the sales application. Similarly, it stops deleting records in the sales application when user deletes the corresponding ones in Outlook. For example, turning off this check box under the Contacts section stops deleting corresponding records of contacts in the sales application as well as Outlook.

Set Up One-Way Synchronization for Appointments

The sync engine syncs the appointments, contacts, and tasks between Microsoft 365 and the sales application. Every time a user updates or deletes a meeting in the sales application, the changes are synchronized to Outlook. On every sync, update notifications are sent to the recipients. You can prevent Outlook from sending automatic emails to the invitees, by setting up one-way synchronization for appointments.

Here are the steps to set up one-way synchronization:

  1. In the Setup and Maintenance work area, use the Manage Administrator Profile Values task:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. On the Manage Administrator Profile Values page, search for the profile option, ZPS_365_APPOINTMENT_UPSYNC_ONLY.

  3. Scroll down to Profile Values and change the value of Site to 'Y'.

  4. Save and close the page.

Impact of Turning On One-Way Synchronization

Keep in mind the impact of turning on one-way synchronization:

  • Your users can't use saved searches for appointments.

  • Conflicts are set to 'Outlook Wins' and are read-only.

  • Meetings that exist only in the sales application aren't synchronized to Outlook. Changes to the meetings in sales application don't reflect in Outlook.

  • Meetings created inside the side panel don't generate an equivalent Outlook meeting.

  • If your user resolves synchronization errors related to appointments from the Resolve Synchronization Errors page, those changes are reflected only in the sales application. To summarize, the sales application doesn't update or create any appointments in Outlook.

The Microsoft 365 Monitor is a dashboard where you can see the synchronization statuses of all the active users using the Microsoft 365 add-in. Along with viewing the users, you can also control the synchronization activities.

To open Microsoft 365 Monitor:

  1. In the Setup and Maintenance work area, use:

    • Offering: Sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365 (this might be called Manage Office 365)

  2. From the Manage Microsoft 365 page, open Microsoft 365 Monitor.

The Microsoft 365 Monitor shows four information cards about add-in usage:

  • Last Sync Failed

  • Never Synced

  • In Progress

  • Last Sync Succeeded

Information Card Name What It Shows

Last Sync Failed

Shows the number of users whose data from the add-in didn't sync with the sales application in the most recently run sync job.

Never Synced

Shows the number of users whose data from the Microsoft 365 add-in never synced with the sales application, from the time the add-in was installed.

In Progress

Shows the number of users whose data is still syncing with the sales application. If you must hold the synchronization for any reason, you can select the users and select Suspend Sync or Disable Sync from the Actions menu.

Last Sync Succeeded

Shows the number of users whose data successfully synced from the add-in to the sales application.

You can see a table below the information cards. This table, by default, shows the details of Last Sync Failed information card. When you click any of the other information cards, the table refreshes to show details of the selected information card. Each information card shows:

  • Last: Shows the last sync status.

  • User: Shows the user name according to sales application.

  • Microsoft 365 User: Shows the user name according to Microsoft.

  • Last Sync Start: Shows the start time of the last sync.

  • Duration: Shows the total duration of the last sync.

    Note: Total duration includes Microsoft 365 duration, CX Sales duration, and also the time taken by any additional internal processes.
  • Active: Shows a tick icon if the user's credentials or token was active.

    Note: Active may show a failed icon, if CX Sales token refresh failed. This can happen if the Token Refresher scheduled process hasn't been run for a long time. When you see the failed icon, ask the user to sign into the add-in.
  • Authorized: Shows a tick icon if the user's Microsoft credentials or token were active.

    Note: If the Microsoft token refresh failed, Authorized may show a failed icon. This can happen if the sync engine wasn't run for a long time. When you see the failed icon, ask the user to sign into the add-in.

Available Actions

You can perform these actions, based on the synchronization data or the user data:

  • Suspend Sync: Select a user or more to suspend an ongoing synchronization.

  • Disable Sync: Select a user or more to disable future data synchronization. However, if you want to resume the synchronization, select the same users and select Enable Sync from the actions. The Enable Sync action is available only for the users whose synchronization is already disabled.

  • Delete User: Select a user or more to delete their details from this table. Note that this doesn't delete the user from the sales application.

  • Update User Credentials: Select a user and choose this action. A new window opens in which you can update the user's Microsoft email address or the sales application user name. Save your changes.

  • Export: Select Export to download the user details as a .csv file.

User Details Page

To go to the User Details page, click the user name under the User column in the table related to each information card. The page shows:

  • Name: The name of the user.

  • Status: Shows the status of three parameters: Authorized, Active, and Sync Enabled.

    Note: The failed statuses for Authorized and Active statuses could be because of a Microsoft token or CX Sales token refresh failure. If you have manually disabled the synchronization for a user, the status appears as Sync Disabled.
  • Synced Records and Conflict Resolution: Shows the active saved searches and their corresponding conflict resolution, which was set by the administrator or the user.

  • Synchronization History: Shows the synchronizations run for the user.

  • Actions: Three actions are available on this page: Disable Sync, Delete User, and Update User Credentials. Depending on the need, you can use them. The Enable Sync action is available if the user was disabled earlier.

  • Click Close to get back to the Microsoft 365 Monitor page.

How Record Conflict Resolution Is Processed

Conflicting records occur when there is a difference between information saved in your sales application and the information in the Microsoft 365 side panel. As an administrator, you can set the conflict resolution preference for your users.

Settings That Affect Conflict Resolution

Here are the steps to set the conflict resolution preference:

  1. In the Setup and Maintenance work area, use:

    1. Offering: Sales

    2. Functional Area: Integrations

    3. Task: Manage Microsoft 365

  2. On the Manage Microsoft 365 task page, select the conflict resolution option in the Conflict Resolution section.

  3. Enable the Allow User to Override Default Conflict Resolution option to allow users to view the conflict resolution options in the side panel and select the option they want.

How Conflicting Records Are Processed

Decide the options that the Add-in users can choose to resolve conflicts.

The three options for conflict resolution are:

Option Description

Server Wins

The values in your sales application overwrite the values in Microsoft 365 automatically.

Client Wins

The values in Microsoft 365 overwrite the values in your sales application automatically.

User Selected

The user is prompted every time a conflict occurs. The Synchronization Status page displays Successful with Conflicts as the status along with a list of conflicting records.

Track Usage and Synchronization

As an administrator, you can decide if you want to track and capture user actions on the Microsoft 365 add-in and track synchronization details every day. The application captures details such as the number of users using the Oracle add-in; the number of resources, contacts, or appointments a user created on a given day; and the data that got synced to Oracle.

Turn on these settings to enable your sales application to track user actions and application synchronization:

  1. In the Setup and Maintenance work area, use:

    • Offering: sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365

  2. Scroll down to the Usage Tracking section.

  3. Select the two check boxes: Client Usage Tracking and Synchronization Tracking.

  4. Click Save and Close.

The add-in starts collecting the data after you turn on the settings. It doesn't generate any reports. Based on your need in future, you can use this data for reporting purposes and draw useful insights.

Additional Configurations

Configure the Share Option on Appointments and Tasks

Your users use the Share Item button in the add-in to share contacts, opportunities, and appointments with the sales application. Based on your business requirements, you may want to show or hide the share option for appointments and tasks.

Here are the steps to configure:

  1. In an active sandbox, open the CX Microsoft 365 Designer (Sales application > Application Composer > Productivity Applications Setup > CX Microsoft 365 Designer).

  2. Click Appointment in the Home page.

  3. Scroll down to Feature Details and turn on Disable Share Flow to hide the Share Item button on Appointments, for all the add-in users.

  4. Do this for Task as well.

  5. Save your changes.

    Note: You can reverse this setting anytime. Come back to Appointment and Task in the Designer home page and turn off Disable Share Flow. This lets your users share appointments and tasks again in the sales application.

Configure Activity List by Job Roles

You can configure the add-in Activity list to appear based the job role of your users. For example, you can configure the Activity list so that sales representatives can only log calls and sales managers can log calls and create a call report.

From the Activity tab of the add-in home page, your users can do these actions by default:

  • Create Appointment

  • Create Task

  • Create Call Report

  • Log a Call

Let's see how to configure this:

  1. In an active sandbox, open the CX Microsoft 365 Designer (Sales application > Application Composer > Productivity Applications Setup > CX Microsoft 365 Designer).

  2. Click the hamburger icon and go to Home > Side Panel > Activity List.

  3. Duplicate the standard layout to create your custom layout.

  4. Do this in the custom layout:

    1. Select the roles from the Assigned Roles list.

    2. Under the Activity List Actions, you can see all the default actions available. Keep the actions you want these roles to access and remove the others.

      Note: The Available Actions section on the right-side pane shows the actions you removed from the Activity List. You can add them back when required.
  5. Save your layout.

    Note: You can create separate layouts based on roles and the activities you want them to access.

Manage User Mappings

User mappings are critical for a user to sign in to the Oracle add-in. User mappings are combination of a user's Microsoft email ID and the sales application user ID. If any of them changes, users can experience sign-in issues. To avoid this, you can update their mapping whenever you're informed about a change in either of them. Similarly, if a user is no longer active, you can remove the mapping.

Here's how you can review and update user mappings:

  1. Open the Microsoft 365 Monitor from the Manage Microsoft 365 page. You see a list of user mappings. Using the relevant options available, you can update or delete the user mappings shown in the list:

    • Update User Credentials: Use this option to correct or update the Microsoft email ID or User ID in the sales application. To update, select the user mapping and select the Update User Credentials option from the Actions menu. Make the necessary changes and save.

    • Delete User: When a user leaves your organization, his Microsoft email ID is obsoleted. To delete the mapping, select the user mapping and select the Delete User option from the Actions menu.

      Note that only the user mapping between the Sales application user ID and Microsoft email ID is deleted. The user ID of sales application continues to be active. The next time a new user uses the sales application user ID, his Microsoft email ID is automatically mapped to this sales application user ID.

Enable Country-Specific Address Formats

Your add-in supports country-specific address formats which means, when your users create a new contact or account, the address fields relevant to the selected country appear. The country-based address fields are all available in a single field called Primary Address. This field is available only in the Edit layouts of the Contacts and Accounts pages. When you add this field to the Edit layout, your users can enter complete address of the contact or the account from the add-in.

Here's how you can add the Primary Address field to the Edit layout:

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

  2. In your sales application, go to CX Microsoft 365 Designer: Application Composer > Common Setup > Productivity Applications Setup > CX Microsoft 365 Designer.

  3. Click the menu icon in the Microsoft 365 Designer.

  4. Open Edit view of Accounts and create a new layout.

  5. In the new layout, drag and drop 'Primary Address' from the Available Fields and save the layout.

  6. Similarly, create a new layout for Contacts, add Primary Address field and save the layout.

    Note: If you have existing custom layouts, then delete the old address fields and add Primary Address.
  7. Click Save.

After adding Primary Address, the application moves details from your old address fields into the Primary Address fields, and country-specific address formats take effect. If users gave invalid address in older fields, the synchronization fails. However, users can resolve the sync issues by correcting the address details.

In the Detail layout of Accounts and Contacts, ensure that you add 'Address' field from the Available Fields section. This field consolidates the entire Primary Address details that users enter in the Edit view.

Enable Advanced Sharing Mode

If you have made any task or appointment fields mandatory in your custom layouts, turn on the Advanced Sharing mode. This mode ensures that users don't miss entering information in mandatory fields. Also, when this mode is on, the application shares users' emails or appointments beyond the ones that are under the Related Records tab.

Here are the steps to turn on Advanced Sharing:

  1. Enter a sandbox and open Microsoft 365 Designer by going to Application Composer > Productivity Applications Setup > CX Cloud Microsoft 365.

  2. Expand the side panel and go to Related Records.

  3. Create a new layout and name it in a way that it indicates it's being used for 'Advanced Sharing'.

  4. Save the layout.

  5. Re-open the layout you just added.

  6. In the layout details section, turn on Advanced Sharing Mode.

  7. Save the layout.

  8. Test your new layout and publish the sandbox.

Configure Smart List Attributes

When a user clicks on the search icon in the dynamic choice list fields of the Microsoft 365 add-in without entering any search criteria, the add-in fetches a list of items using predefined parameters, such as recently created, updated, or visited records. This list is called a smart list.

Note: Smart lists are generated based on interactions on sales application, Microsoft 365 add-in, and Mobile.

Smart lists are enabled on dynamic choice lists Accounts, Contacts, Opportunities, and Leads. There's no setup required for smart lists, but, you can configure the attributes you want your users to see for an item. Here's how you can do that:

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

  2. Go to Navigator > Configuration > Application Composer.

  3. Select Productivity Applications Setup and then select CX Cloud Microsoft 365.

  4. Open the Picker layout of an object, such as Account.

  5. You can see the default attributes for that object. For example, you can see Primary Contact and Address for the Account object. You can remove attributes and add new ones.

  6. Save your changes.

  7. Go to the Configure Adaptive Search page and ensure that these attributes you added in the designer are enabled for Adaptive Search.

Note: If Adaptive Search isn't enabled on these attributes, users see a blank space in place of these attributes in the smart list.

FAQs for Microsoft 365

Why do users have issues signing in to the add-in from the Outlook desktop client?

If your users have sign-in issues only with the desktop version of Outlook, they may have to update to a version supported by the add-in. See the System Requirements for Outlook Applications for more information.

Why can't my users share meetings or email with the sales application?

If your users report issues with sharing meetings or emails, verify the status of activities related to these business objects and enable them. For example, if your users are facing issues with sharing emails, verify if an activity for Email exists. This activity must be in the Manage Activity Type and Subtype task in the Setup and Maintenance work area. Ensure that Appointments, Call Reports, and Tasks check boxes are turned on for that activity and set a start date. If you don't find one, add an activity with the Name and Code as 'Email' and enable the check boxes. Save the activity. Do the same if your users have issues with sharing appointments and other business objects as well.

My users can't find an item they're looking for, even though Adaptive Search is enabled. Why?

These are the possible reasons your users can't find an item they're looking for:

  • If the field your user is searching on is available in the other add-in pages, but you haven't enabled these fields to be searchable for Adaptive Searches, then users can't search by these fields. Turn on Adaptive Search and keyword search on those fields.

  • If Text search isn't enabled on a field, such as the Comments field, and your users are trying to perform a text search on that Comments field, they can't get their desired result. Turn on the check box called 'Analyzed Text Search' for that Text field.

  • The field your users are searching on isn't supported by Adaptive Search, and thus isn't searchable. For example, the Favorites attribute on the Contacts object isn't supported for Adaptive Search.

My users say the smart list isn't showing any results. How can I fix this?

If your users have been actively updating or creating account, opportunity, or contact records in the sales application, then the smart list appears based on the user context.

Note: Smart lists are based on sales application interactions only. Microsoft 365 add-in interactions don't contribute to the smart list.

However, just to ensure that the latest feed is captured, run the Generate Relevancy Feed scheduled process in the sales application.

Caution: This scheduled process is part of Adaptive Search. If you run it, the process may affect all sales application fields and not just the Microsoft 365 add-in fields.

To run this scheduled process:

  1. In the sales application, go to Tools > Scheduled Processes.

  2. Click Schedule New Process.

  3. Search for the process, Generate Relevancy Feed.

  4. Click OK to run the process.

Why isn't the field I exposed in the Designer available in the Adaptive Search configuration page?

Sometimes the names of the fields you see in Microsoft 365 Designer and the corresponding fields in Adaptive Search don't match exactly. To ensure that smart lists display attributes correctly, make sure the designer fields and Adaptive Search fields are equivalent. Do this before you enable the attributes or fields for Adaptive Search.

Why didn't the custom fields I created show up in the Microsoft 365 add-in?

The Microsoft 365 add-in gets the data from the sales application through a REST API call. If the custom fields you created aren't included in the REST service payload, your users can't find those fields in the add-in. To add the fields to the service payload, go to Application Composer in the sales application and open your custom field record. Select the Include in Service Payload check box and save your changes.

Why couldn't my user delete an opportunity contact?

Your user with the Sales Representative job role, must own the opportunity and the associated account to delete the contact related to it. If you have changed the configurations related to the job role, ensure that the job role includes the Delete Opportunity privilege.

How can I unblock a user whose access is blocked because of signing in from another user's computer?

In such scenarios, both the users are blocked from signing in to the Microsoft 365 add-in. Delete the users from the synchronization log to unblock the users. Here's how:

  1. In the Setup and Maintenance work area, use:

    • Offering: Sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365

  2. On the task page, click Microsoft 365 Monitor.

  3. On the Microsoft 365 Monitor page, select the users.

  4. Click Actions and select Delete the User. Ask the users to sign in to the add-in again.

Migration from Microsoft Outlook to Microsoft 365

Overview of Migrating from Microsoft Outlook to Microsoft 365

Oracle offers several products that let you integrate your sales application with Microsoft or Google email and calendar applications. Before finalizing a product, review all your options and choose the product that best addresses your needs.

Use Oracle Sales Cloud for Microsoft 365 to maximize productivity by accessing your cloud service data.

What should I know when upgrading from the Outlook plug-in to the Microsoft 365 add-in?

Here are a few things you need to know if you're upgrading from the Oracle Sales for Outlook plugin to the Microsoft 365 add-in:

  • A user can't use both the Oracle Sales for Outlook plug-in and the Microsoft 365 add-in. Any pilot user must uninstall the older Outlook plugin first, before they use the new add-in. Our documentation covers the steps to uninstall the older plug-in.

  • An Microsoft 365 add-in user can't send meeting invites to users of the older Outlook plug-in using the "auto-share" option enabled in the Outlook calendar. Ensure that the users disable the auto-share option on the calendar to get meeting invites from Microsoft 365 add-in users.

Before You Migrate from Outlook to Microsoft 365

Use Oracle Sales for Microsoft 365 to maximize productivity by accessing your cloud service data.

Here are the prerequisites for an efficient and error-free migration from Outlook to Microsoft 365:

  • Enable the Migration Enabled option using the Manage Microsoft 365 task. This task in the Setup and Maintenance work is part of the Sales offering in the Integrations functional area.

  • Save a copy of your contacts and activities.

  • Run a complete synchronization on your Outlook client.

    1. Uninstall Oracle Sales Cloud for Outlook add-in from all the computers.

    2. On each computer, start Outlook and use send or receive to synchronize all changes with Exchange server.

      Ensure that there is no CRM data in Outlook storage.

Note: This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle doesn't control and isn't responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle isn't responsible for the security, protection, or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that's transmitted to such Microsoft sites or platforms or services. You are solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the right to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.

Migrate from Outlook to Microsoft 365

Depending on your current configuration, perform the appropriate procedure to migrate to Microsoft 365:

Current Configuration Migration Procedure

Outlook 2016 (Office 365 Pro Plus)

Office 365 Exchange

  1. Uninstall your Microsoft Outlook client.

    See the Uninstalling chapter in the Deploying Sales for Outlook guide.

  2. Configure and install the Oracle Sales Cloud for Microsoft 365 add-in.

    See Installing Oracle Sales Cloud for Microsoft 365: Procedure

  3. Run the Oracle Sales Cloud for Microsoft 365 Sync Engine to synchronize contacts, appointments, and tasks between your sales application and Microsoft 365.

Outlook 2013 (Exchange 2013)

Outlook 2016 (Office 365 Exchange)

  1. Upgrade Exchange 2013 to Office 365 Exchange.

  2. Uninstall your Outlook client.

    See the Uninstalling chapter in the Deploying Sales for Outlook guide.

  3. Install Outlook 2016 (Office 365 Pro Plus)

  4. Configure and install the Oracle CX Sales for Microsoft 365 add-in.

    See Installing Oracle CX Sales for Microsoft 365: Procedure

  5. Run the Oracle CX Sales for Microsoft 365 Sync Engine to synchronize contacts, appointments, and tasks between your sales application and Microsoft 365.

Microsoft 365 Configuration When Refreshing the Sales Environment

An environment refresh, or production-to-test (P2T) refresh, is a copy of the settings, configurations, and data from the production environment to a test environment. A test-to-test (T2T) environment refresh is a copy from a non-production environment to another non-production environment. The policies are documented in the My Oracle Support article with the Doc ID 1632261.1.

Some settings and configurations are retained in an environment after a P2T refresh. Here are the settings specific to the sales Microsoft 365 setup:

  • Manage Microsoft 365 setup task: The Manage Microsoft 365 task defines the primary configuration settings for the Microsoft 365 integration. All the settings you configure using this task are retained over a P2T refresh; however, these three settings are overwritten with the settings in production:

    • Sync Enabled setting for Contact

    • Sync Enabled setting for Appointment

    • Sync Enabled setting for Tasks: These settings are maintained through profile options and the expectation is to have the same setting in test and production. If they're different, you must turn them on after the P2T refresh is completed.

  • Users and sync details: The user and sync transactional data in the test environment are deleted with a P2T refresh. So, after a P2T refresh, the Microsoft 365 monitor doesn't show any historical data for users or their synchronizations. As users start using a test pod again, the user and sync table entries are populated and shown on the Microsoft 365 Monitor page.

Note:
  • Before dong a P2T refresh, the sales administrator must stop the Microsoft 365 syncs in the test environment and have all the test users remove the 'Shared With Oracle' category from all the records in their Microsoft account (users can do this from their Outlook). If this isn't done, any records that are down-synced earlier to the user's Microsoft account may get recreated in the sales application, creating duplicates.

  • Because user data is cleared after a P2T refresh, an initial sync is run on all the users to get the data from the sales application to Outlook.

Move Users from Test to the Production Environment of the Microsoft 365 Add-in

Use a user account exclusively for a single environment. Say you have used an account for the test environment and now want to move it to production. You must remove all the instances of the user account from the test environment first, and then add to production.

At a broader level, here are the steps to remove the user account from the test environment:

  1. Disable synchronization and delete the user from Microsoft 365 Monitor.

  2. Remove the user from Microsoft Azure.

  3. Remove the Shared to Oracle category from all the records shared from Microsoft 365 Outlook.

Remove the User from the Test Environment

  1. Disable synchronization and delete the user from Microsoft 365 Monitor:

    1. In the Setup and Maintenance work area, use:

      • Offering: Sales

      • Functional Area: Integrations

      • Task: Manage Microsoft 365

    2. On the task page, click Microsoft 365 Monitor.

    3. On the Microsoft 365 Monitor page, select the user you want to delete.

    4. Click Actions and select Disable Sync to stop the data synchronization for the user.

    5. Next, click Actions and select Delete the User.

  2. Remove the user from Microsoft Azure:

    1. Sign in to Microsoft Azure and select Users on the left navigation pane.

    2. Select the user and click Delete user.

  3. Remove the Shared with Oracle category from all the shared records of Microsoft 365 Outlook:

    1. Open the Microsoft 365 Outlook desktop client or online Outlook.

    2. Select an email shared with the sales application (callout 1).

    3. Under Tags (callout 2), expand Categorize (callout 3), and click Shared with Oracle (callout 4). The tag is removed from the email.

      Remove the Shared with Oracle tag
    4. Repeat steps 3.2 and 3.3 for all the shared emails and appointments.

Add the User to the Production Environment

Add the user to the application you created in Microsoft Azure for the production environment. When a user signs in to the add-in, the default saved search is used to synchronize the data. In the next synchronization, the latest data from the production environment of the sales application is synchronized to the user's Outlook application.

FAQs for Migration

Do we need the Manage Outlook Client Deployment packages for Microsoft 365 as well?

No. The Manage Outlook Client Deployment packages are specific to older versions of the Outlook plug-in. Microsoft 365 doesn't use them.

How can I prevent duplicate contacts and activities from being created in the new client?

The Oracle Sales for Microsoft 365 add-in checks for duplicate contacts, appointments, and tasks before they're shared with the server. There's no de-duplication process at the Microsoft 365 client. All synchronized data from your sales application are created in the client as new records during the first synchronization process. Subsequent synchronization processes maintain the server-client links. For synchronizing with your sales application from the client, there are duplication checks for contacts, based on the first name, last name, and email address. There's no duplication check logic for appointments and tasks.

What happens if I haven't backed up my contacts and activities?

If you haven't backed up your contacts and activities, and an unexpected issue occurs, you may lose your data. You must back up your data before the migration process starts.

How can I resolve conflicts?

Use the Conflict Resolution page in the client, to manage the conflicts.

What happens if migration completes before I uninstall my client?

If Exchange server has been migrated, but the Oracle CX Sales for Outlook add-in wasn't uninstalled, then the following issues can occur:

Case #1

I have uninstalled and re-installed the client after the Exchange migration to make it working with a new email profile.

After re-installing the add-in and starting Outlook, the application detects old configuration with "Data structure collision" message and prompts to remove it. At this point, these are the possible results:

  • Old data is successfully removed and new data structure is applied. No issues occur.

  • Failed to remove previous data. Reinstall the add-in. If reinstalling doesn't solve the issue, then you must clean the Outlook storage using the MFCMAPI tool. (Log a new Service Request).

Case #2

After re-installing the Oracle CX Sales for Microsoft 365 add-in and starting Outlook, the application shows "no data structure collision" message, but old data and custom folders still exist in Outlook storage. New data structure was along with existing data structure.

If you proceed with First Run Assistant, this may lead to numerous duplicates and collisions during first synchronization. To prevent this, you must cancel First Run Assistant and proceed with manual storage cleanup using the MFCMAPI tool. (Log a new Service Request).

Case #3

The following error occurs repeatedly: To correctly apply the Oracle CX Sales for Outlook update, Outlook must be restarted. Save your changes, close Outlook, and then start it again.

What happens to the pre-migrated configurations?

Microsoft 365 doesn't use any previous configurations from Classic Outlook. You must re-configure Microsoft 365 for your business needs.

What happens to my offline sales application data?

All the offline sales application data created by the Classic Outlook are deleted by the uninstallation process. There's no offline data for the new Microsoft 365 client.

How can I categorize a contact in the Outlook Web Application?

In the Outlook Web Application, you can't categorize a contact.

To synchronize any contact from Microsoft 365 to your sales application, you must tag the contact with the Oracle CX Sales category. Then synchronize the contact using the Microsoft Outlook Desktop Client.

How can I set up custom filters for the add-in?

You can use the Saved Search option in Application Composer to set the custom filters. For example, here's how you create a custom filter to show contacts from the account team or territory of a user:

  1. Enter a sandbox and go to Navigator > Configuration > Application Composer > Productivity Application Setup > CX Sales for Microsoft 365.

  2. Click the menu (hamburger icon).

  3. Expand Contacts.

  4. Expand Saved Search.

  5. Duplicate a standard saved search and enter a name.

  6. Change the value of Record Set to Records in accounts where I am on the account team or territory.

  7. Save your changes.

  8. Sign in again for the changes to take effect.

Should I publish the sandbox to test the changes I made to the add-in settings in Application Composer?

You don't have to publish the sandbox before testing. Sign out explicitly from the Microsoft 365 add-in and the sales application. Sign in again to the sales application and open the add-in in your Outlook. Verify your changes.

Note: You can also verify in the Outlook Web Access mode. Use the same credentials that you used to sign in the sales application and the add-in.

Microsoft Teams

Use Microsoft Teams to further advance your sales pipeline by allowing salespeople collaborate on their opportunities. Directly from the opportunity UI, salespeople can simply click the action to add all existing members of the opportunity to a team in Microsoft Teams and start the collaboration.

Users of Microsoft Teams can interact with opportunity team members from CX Sales as well as add required external resources with expertise to help win the deal. As an administrator, you manage the Oracle Microsoft Teams integration for your users so here are the steps to help you complete the setup:

  • Create the application in Microsoft Azure Active Directory.

  • Set up in Oracle CX Sales:

    • Enter the application ID, application key and tenant ID (from the application registered in Microsoft Azure Active Directory) for Microsoft Teams on the Manage Microsoft 365 task page.

    • Use Application Composer to add the Create Team in Microsoft Teams and Go to Microsoft Teams action items to the Opportunity detail page layout.

      Note: Only add the Create Team in Microsoft Teams action to the detail page layouts for roles you want to perform this action.
Note: For more information about setting up Oracle Sales Assistant for Microsoft Teams, see the related topic in the Sales Assistant chapter.

As an administrator, you manage the Oracle Microsoft Teams integration for your users so here are steps to help you complete the setup:

  1. Create the add-in in Microsoft Azure Active Directory (AD):

    1. Create the application for the Microsoft Teams add-in.

    2. Configure the application.

  2. Set up in Oracle CX Sales:

    1. Enter the application ID, application key and tenant ID for Microsoft Teams on the Manage Microsoft 365 task page.

    2. Use Application Composer to add the Create Team in Microsoft Teams and Go to Microsoft Teams action items to the Edit Opportunity page.

Create the Microsoft Teams Add-In

To create the Microsoft Teams add-in, get your host URL and follow these steps:

  1. Sign in to the Microsoft Azure portal at https://portal.office.com.

  2. Click Admin on the home page.

    The Admin center page appears.

  3. Click Azure Active Directory in the Admin centers list.

    The Azure Active Directory Admin Center page appears.

    Note: If you're a first-time user, then you must sign up for your Microsoft Azure Active Directory.
  4. Select All service and then Azure Active Directory.

    The details page corresponding to the active directory appears.

  5. Click App registrations.

    The Applications list page appears.

    1. Click + New registration.

      The Register an application dialog box appears.

    2. For Name, enter a name for the application, for example Microsoft Teams Collaboration. Under Supported account types, select Accounts in this organizational directory only (Oracle only - single tenant. Leave Redirect URI (optional) blank.

    3. Click Register to create the Microsoft Teams add-In application.

      The application appears on the App registrations page.

  6. The Application details page displays the Application (client) ID and Directory (tenant) ID.

    Note: Keep a note of these values because you insert these in the Manage Microsoft 365 task page later on. See the Register Microsoft Teams for Sales topic for more information.
  7. Next click Authentication and from the Authentication page, click Add a platform and select Web as shown in this screenshot.

    Sample screenshot of Authentication page
  8. Under the Enter Redirect URIs section, enter the Uniform Resource Identifier, for example, http://localhost:3000/auth/callback).

  9. In the Implicit grant section, select Access tokens and ID tokens.

  10. Click Configure.

  11. Next click Certificates & secrets and from the Add a client secret section, click + New client secret. Select a duration. It is recommended that you select Never expires. For example, if you select 1 year, then after a year the Client Secret isn't valid and automatic refresh stops. The synchronization process starts only after you sign in to the client again.

  12. Click Save.

    The application generates a value for the key. Keep a note of this value because you will use this as the Application Key in the Manage Microsoft 365 task page later on.

  13. Click API permissions and click Add a permission. The Request API permissions pane appears.

  14. Scroll to the bottom of the pane and click Microsoft Graph Commonly used Microsoft APIs.

  15. Click Application permissions and select the following permission:

    • Directory.Read.All

    • Directory.ReadWrite.All

    • Group.Read.All

    • Group.ReadWrite.All

  16. Click Add permissions.

  17. Click Grant admin consent for Oracle and then click Yes on the confirmation dialog box.

Use the Manage Microsoft 365 task to register the Microsoft Teams in the Microsoft Azure Directory

Register the Microsoft Teams Add-In in the Microsoft Azure Directory

Enter the Application ID, Application Key, and the Tenant ID. See the Set Up Microsoft Teams for Sales topic for information about how to generate these details.

Let's say you enter the name as Oracle Microsoft Teams Collaboration. When you sign in to your Microsoft 365 account, you can see Oracle Microsoft Teams Collaboration as an add-in that you can select.

The first time you set up the integration, a usage agreement notice displays for your information:

Usage Agreement

This Oracle-Microsoft integration or plug-in may enable you to link to or transmit your content or third-party content to, or otherwise access, or retrieve content from, Microsoft and its platforms, users, or services. Oracle doesn't control and isn't responsible for Microsoft sites or platforms or services, the performance or availability of the services, or any content received or sent. You bear any and all risks associated with access to and use of Microsoft sites, platforms, and services and are solely responsible for entering into and compliance with separate terms between you and Microsoft. Oracle isn't responsible for the security, protection or confidentiality of such content (including obligations in the Hosting and Delivery Policies and Data Processing Agreement and Oracle's Privacy Policy) that's transmitted to such Microsoft sites or platforms or services. You're solely responsible for obtaining or having any required consents or other legal basis for your use of this integration or plug-in. Oracle reserves the rights to terminate your connection or integration if your use of this integration or plug-in violates the terms of your Agreement(s) with Oracle.

You can configure actions for Microsoft Teams on the actions menu for opportunities so that your salespeople can create collaborative sales teams with users of Microsoft Teams. Using Application Composer, you can add the Create Team in Microsoft Teams action to enable users build the team with internal resources and external users for the opportunity in Microsoft Teams. Once users have successfully created the team, the Create Team in Microsoft Teams action on the Edit Opportunity actions list automatically changes to the Go to Microsoft Teams action so you need to add this action to the menu actions for opportunities.

Use this procedure to add the Microsoft Teams actions to the Edit Opportunity page.

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

  2. Activate a sandbox.

  3. Navigate to Application Composer.

  4. In the navigation tree, expand Standard Objects, expand Opportunity, and click Pages.

  5. Ensure that the Application Pages tab is selected.

  6. In the Details Page Layouts region, duplicate the standard layout by highlighting the standard layout and click the Duplicate icon.

  7. Type a new layout name and click Save and Edit.

    The Details Layout page appears.

  8. Next to Actions, click the pencil icon.

  9. Under Available Actions, move the newly created actions Create Teams in Microsoft Teams and Go to Microsoft Teams under Selected Actions.

  10. Click Done.

  11. Test the changes: Navigate to Sales > Opportunities as a user with access to the opportunity pages and a user of Microsoft Teams. Edit an opportunity and ensure you can see the Create Team in Microsoft Teams in the Edit Opportunity page under the menu actions.

  12. Publish the sandbox.

FAQs for Microsoft Teams

To enable a CX Sales user collaborate with the user's account in Microsoft Teams, you must ensure that the user's resource email address (that's the email address in the resource record for the user) in CX Sales matches the user's email address in Microsoft Teams. In addition, the Opportunity owner must be a Microsoft Teams user and be the owner of the team in Microsoft Teams.

You must set the value of the Territory Based Resource Assignment Style profile option (MOO_OPTY_RESOURCE_TBA_STYLE) to specify if all members of the territory should be added to an opportunity team or just the owner. The default is to add all members to the opportunity team.