Synchronize Data Between CX Sales and Microsoft 365

Run three processes to synchronize data in your sales application with Microsoft 365:

For sync settings information, see Manage Microsoft 365.

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 Oracle CX Sales. 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 mandatory process synchronizes and refreshes your login credentials for the scheduled processes to run successfully

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 Oracle CX Sales. 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 mandatory process synchronizes and refreshes your login credentials for the scheduled processes to run successfully

Note: For your data to be synchronized, you must make sure that synchronization is enabled in the Manage Microsoft 365 task. You should have already completed this setup while enabling the integration.

Best Practices for Sync Frequency

Here's are the recommended frequencies for the sync jobs:

Microsoft 365 Token Refresh Job: Schedule this to run every 3 Hours. This job keeps the users' tokens active all the time.
Microsoft 365 Instant Sync Job: Schedule this for every 1 hour.
Microsoft 365 Standard Sync Job: Schedule this for every 4 hours.

If you're required 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.