Enable Sales Team to Log Interactions

You can let your salespeople manually add call logs, web conferences, wrap ups, and emails as interactions and view them in the Interactions History subtab instead of activities.

In CX sales, these interactions are considered as activities. In Digital Sales, these are interactions tracked in the list of Activities for each record. The Activity work area in CX sales only displays tasks and appointments. This way all the planned communication can be tracked as activities and the actual communication will be tracked as interactions in the sales application.

If you’re new to CX Sales or transitioning to Digital Sales, Oracle recommends you enable logging sales interactions.

To enable logging interactions, grant the required privileges and configure the setups outlined in the table here:

Prerequisite	Prerequisite Type	Description	What You Need to Do
ZCM_MANAGE_SALES_INTERACTIONS_PRIV	Role Privilege	Enables your users to log interactions.	Add the privilege to the users with the sales administrator, sales manager, and salesperson roles.
ORA_ZCA_ENABLE_TRACKING_EMAIL_CONVERSATIONS	Profile Option	Enables users to share emails as conversations from the Microsoft 365 add-in and see them in the Interactions History subtab. See the topic Autosync the Email Responses of Manually Shared Emails for more information.	Set it to Y or Yes.
ORA_ZCA_ENABLE_TRACKING_INTERACTIONS	Profile Option	Enables users to see emails and call logs in the Interactions History subtab instead of activities.	Set it to Y or Yes.
SVC_MCA_RECORD_ACTIVITIES_YN	Profile Option	Generates tasks and call reports automatically and shows them on the Activities tab. See the topic Configure Multichannel Architecture (MCA) Profile Optionsfor more information.	Set it to No.
Interactions History	Subtab on the object pages.	From this subtab, you can review all the previous interactions and add call logs and emails manually to an opportunity or a lead.	Enable this subtab on the relevant object pages. SeeHow to Add the Interactions History Subtab to Opportunities for more information.
Log an Interaction	Smart action for Workspace.	Users can log interactions from the object pages of Workspace.	Enable the smart action on relevant object pages of Workspace from the Application Composer. See the topic Manage Workspace Smart Actions for more information.
Log a Call	Smart action for Workspace.	Users can log a call from the object pages of Workspace.	Disable the smart action for all the objects.

Where can Salespeople See and Log the Interactions

After you complete the setup, the calls and emails logged from the object pages of sales application will be available in the Activities panel of the object foldout view in Digital Sales. Similarly, the calls and emails logged from Digital Sales will be available in the Interactions History subtab of the object pages in the CX Sales application.

Calls and emails logged prior to enabling interactions remain in Activities and are available for historical context.

Salespeople can log the interactions using the:

• Log an Interaction button on the Interactions History subtab of the object pages of the sales application.
• Log an email button on the Interactions History subtab of the object pages of the sales application.
• Log an Interaction smart action from the Workspace action menus on all the relevant object pages of Workspace.

Note: Salespeople won’t be able to log a call from activities or use the Log a Call smart action on the object pages of Workspace.