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Getting started with Oracle Sales Cloud Security

Oracle Sales Cloud_Security
If you are coming from a very light weight Cloud CRM application (e.g. CRM On Demand) where users could only have a single role and functional privileges, data security authorizations specified in wizard based role console, Oracle Sales Cloud’s security framework could look daunting.

Oracle Sales Cloud security framework has Duty Roles, Abstract Roles, Job Roles, Resource Roles and the setup/administration is done across Authorization Policy Manager (APM), Oracle Identity Manager (OIM).

I would like to approach this in my own way.

a. Roles

For a Sales Cloud Application 3 roles are core

  • Sales Representative
  • Sales Manager
  • Sales Support

b. Modules

The core modules are

  • Account
  • Contact
  • Lead
  • Opportunity
  • Activity

Now, what any of the above roles could do with these modules is defined in “policies”. These policies are of 2 types – Functional Policies and Data Security policies.

These policies are grouped under Duty Roles (also called application roles).

Duty roles could inherit other duty roles. This facilitates to assign multiple roles to a single user.

Sales Representative Duty

Functional Policies under Sales Representative Duty

Data Security Policies under Sales Representative Duty

You could add or remove policies under functional policies section.

You could add or remove policies and add explicit rules and actions for data security policies.

Duty Roles are grouped under Job Roles & Abstract Roles (also called external roles).

Job role typically represents the job a user is hired into e.g. Sales representative job.

Abstract roles typically contain common functionality irrespective of job role e.g. the ‘Employee’ abstract role allows a user to manage personal information etc.

During every implementation it is mandatory that we review functional and data security policies that are assigned to a user through Job roles & abstract roles and add or remove any as required by customer requirements.

For best practices on role customization during implementations, you can refer to a customer connect webinar here

Out of the box, following is the data security setup in Sales Cloud for above roles

Sales Representative:

The seeded Sales Party review duty allows a sales representative to view all accounts and contacts in Sales Cloud application.

Sales Representatives can View and Edit other records if
–they are owner of a record
–they are on the record’s team
–they are a member/owner of a territory associated to the record

Sales Manager:

The seeded Sales Party review duty allows a sales manager to view all accounts and contacts in Sales Cloud application.

Sales managers can View and Edit other records if
–they are owner of a record
–they are on the record’s team
–they are a member/owner of a territory associated to the record

A Sales Manager can also View and Edit records if a Sales Representative reporting to him/her owns a record or in the record’s team or record is associated to a territory in sales representatives’ territory hierarchy.

Sales Support:

Sales Support is a admin role and it allows the users to help sales with their daily activities, perform sales setup/admin tasks and provide access to all sales data in the designated sales region.

At this moment the job role and abstract role administration is handled in OIM (Setup and Maintenance > Manage Job Roles Task) and Duty role administration is handled in APM (Setup and Maintenance > Manage Duty Roles Task).

From release 10, this would become easier as Sales Cloud is coming with a security console to create and manage roles, copy roles and compare roles through a single admin interface. Refer to this customer connect webinar for more information.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloudCRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions


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Build email, blast and manage responses from Oracle Sales Cloud

ORACLE SALES CLOUD_1

Sales representatives and sales managers can create sales campaigns for reaching out to contacts within their territories. Using sales campaigns, they invite contacts to an event or inform them about a product launch. Using a guided process, they can select recipients, use email templates, launch campaigns, monitor responses and take actions.

A great stride forward for Sales campaigns is breaking them off from Leads.

Screenshot below: Currently, to access Sales Campaigns you would go to leads.

Oracle Sales Cloud - Existing Version

Screenshot below: Future release, Sales Campaigns are separated from Leads and moved to top level.

Oracle Sales Cloud - Upcoming VersionSimilar to any primary object Sales Campaigns would have its own overview page with predefined lists

Campaigns ListWhen creating a Sales Campaign the first step is to select contacts. The best part of this step is an ability to build your own contact search criteria. The “Add” allows users to add any (Standard & Custom) fields created for a contact to search query. “Apply” would add the selected contacts as recipients to the Sales Campaign.

Now you could add 500 recipients to a Sales Campaign.

Contacts Screen

One of the future enhancements is to allow cross object segmentation e.g. Show me the contacts in a country where opportunity deal size is greater than 100K.

The second step is to select/design the email template. During this step Sales reps/Sales managers could select a email template, personalize the message and insert links for response actions (e.g. Request Call Back) by recipients. Users could also add a Subject and From address for the message.

Template

The third and final step is wrap Up or Launch Campaign. During this step Sales rep/Sales manager could give a name and description to Sales Campaign, define actions (e.g. Receive email notification, Create a call back task) customer responses and define the campaign launch (e.g. Immediate, Later).

Wrap Up

While tracking the results of a Sales Campaign, user could use the summary page to monitor message delivery status, recipient responses (including list of contacts who chose that response and current response status) and take actions e.g. Convert to New Lead. A separate section is also provided to track the leads created from the campaign and their current status.

SummaryResponsesThese features are commonly available from Oracle Sales Cloud release 10.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloudCRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions