edwarddewolf

[edwarddewolf]

Scheduling and Delivering Reports

Go find your analysis or #ScheduleAndDeliver it to you with #BIDelivers in #EngagementCloud #CRM #OracleCX #OracleSalesCloud

We know where we can get our reportsright?  There are hopefully infolets, dashboards and reports embedded all over your Engagement Cloud.  But did you know that Engagement Cloud can deliver reports directly into your email, without you having to go look for them?  Scheduling and delivering reports is a perfectly valid means of getting to analytics that for reasons unknown to me is very rarely…

[edwarddewolf]

Outlook 365

Using #EngagementCloud from within #Outlook365 completely changes the #DaytoDay #UserExperience of a #salesrep #OracleSalesCloud #UX #CRM #O365 #OracleCX

I have been waiting a long time to write this blog post. Maybe too long actually. Engagement Cloud has had a fantastic Outlook plugin for years. The previous client-side pluginrelied on downloading data to your laptop. In that sense it worked as an offline client. It allowed us to share emails and appointments, discover and update accounts and opportunities, and synchronize back all the…

[edwarddewolf]

Import Management

#BrandNew #BetterPerforming #EasierToUse #ImportManagement framework was introduced in #EngagementCloud #Release18, #ThankYou #BPIOnDemand for showcasing it on Youtube

A completely new simplified import framework called ‘Import Management’ was added to Engagement Cloud in Release 18.  The old one is still available, so you have some time to transition to the new one. But I would highly suggest you check out the new one.  It performs better, and it is a lot easier to work with !

Some of the most noticeable usability enhancements are:

New drag-and-drop…

[edwarddewolf]

Actionable Infolets

#ActionableInfolets in #EngagementCloud allow you to #KnowMore and #DoMore with #LessClicks, this is #AllAboutEfficiency #OracleSalesCloud #OracleCX #CRM #CX

Release 18C brings the introduction of a new type of infolets: Actionable Infolets!  So far, infolets showed BI reports typically displaying one or more KPI’s.  They served as a clickable button to open more detailed reports or dashboards.  These new infolets are very different.  They give insight in what users are working on, or what they had planned to do.  They allow easy access to the most…

[edwarddewolf]

Instance Banner

Running an instance #Banner across #EngagementCloud is only a profile option away #OracleSalesCloud #CRM

Once in a while, I run into a feature that has been in Engagement Cloud since for ever, but I was unaware of.  This time I learned we can add an instance banner across every screen in Engagement Cloud.  Most likely, this is not the best way to inform users of an organizational change or to share the location of the next team dinner.  I actually cannot think of many use cases where such a banner…

[edwarddewolf]

Groovy Blog

#NeverForget to add some #Groovy extensions to #Groovy #EngagementCloud #OracleSalesCloud #OracleCX #CX #CRM

Within Engagement Cloud, most of the extensions can be accomplished without programming.  But sometimes, a bit of groovy code allows for just that little extra.  I am not the best programmer AT ALL, but I did find a blog that helped me in the past and might help you also.

You definitely need to check out the tutorials and examples that my colleague Radu put together on his blog

Thank you Radu !

[edwarddewolf]

Click to Edit

#ClickToEdit is #YetAnother way to be #MoreEfficient in #EngagementCloud #OracleSalesCloud #OracleCX #CX #CRM

My favorite 18C new feature is not a new functional capability, nor a complete new concept.  It is a quality of life enhancement that will allow you to update information in a much more efficient way.  We already had the capability to update multiple records using ‘Mass Update’.  Now ‘Click to Edit’ is adding an alternative in Engagement Cloud, to update multiple records also, but more…

[edwarddewolf]

Embedding a Report or a Dashboard

#Embedding a #Report or a #Dashboard in #EngagementCloud is a #PieceOfCake #OracleSalesCloud #OracleCX #CX CRM

The report I recently created to visualize a timeline of events as they happened over time with a specific account has received a lot of attention.  I got a few question on how to best go about embedding this report.  This report was actually a dashboard with a hidden dashboard prompt. But the process for embedding a report or a dashboard is identical.

Embedding a Report or a Dashboard

Let me…

[edwarddewolf]

Custom Object Owner

#Extensibility got a little easier on #CustomObjects in #EngagementCloud with a great #QualityOfLife enhancement in #AppComposer #OracleSalesCloud #OracleCX #CRM #CX

Edward, why are you dedicating a blog post on the fact we now have an out-of-the-box ‘Owner’ field on custom objects?  Good question!  The custom object owner field in itself is not an earth shattering addition to Engagement Cloud.  The same could be achieved in the past by adding a …. custom owner field to a custom object.  But this enhancement is much more than just about a custom object owner…

[edwarddewolf]

Campaigns

[edwarddewolf]

Field Visibility

#FineTuning #DynamicLayouts with #FieldVisibility in #EngagementCloud #OracleSalesCloud #OracleCX #CRM #CX

My previous post was all about how dynamic layoutscan be used to tailor the user experience of Engagement Cloud.  There are always business requirements to present information differently in certain cases or to certain user roles. Dynamic layouts are a very flexible system to build such consistent and intuitive layouts.  But when dealing with very small specific variations in requirements, this…

[edwarddewolf]

Dynamic Layouts

A new capability in Release 18C will allow you to be more flexible in defining dynamic layouts in Engagement Cloud.  I realized I never took my time to discuss dynamic layouts themselves.  This makes it harder to describe the added value of the new 18C capability … which I will not mention yet …

So here goes !

Layouts

Layouts in Engagement Cloud are defined in App Composer  They are collections…

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Complete Account Timeline

Walking back a #Timeline is a great way to discover what is important to know about #YourCustomer in #EngagementCloud #OracleSalesCloud #OracleCX #CRM

The account activity timeline report I created a while ago has gone through many iterations.  I have seen it being implemented in many environments and that brings me a lot of joy.  Not so long ago, I got the question whether or not it was possible to add other events to the timeline. Whether it was possible to create a more complete account timeline.

Complete Account Timeline

And hence I wanted…

[edwarddewolf]

Word Cloud

A #NarrativeReport showing an opportunity #wordCloud for #deeperInsight into the #salesPipeline in #EngagementCloud #pictureSaysMore #OracleCX #CRM #OracleEngagementCloud

I was showing off some of the capabilities of the embedded BI in Engagement Cloud when I realized that I never shared the catalog file for you to reuse this word cloud report.

A word cloud is a great way to show insight in data.  It shows in once glance much deeper and especially faster insight than what you could get from any other view showing the same level of detail.  In the example below:

Th…

[edwarddewolf]

Sales Cloud renamed to Engagement Cloud

#BigNews #NotReally #OracleSalesCloud renamed to #EngagementCloud #CRM #OracleCX

Do not panic, nothing really changes

Oracle just took pity in me having to specify that every post here applied to Sales Cloud and Engagement Cloud.  They decided to help me out and call both products Engagement Cloud.  Engagement Cloud from now on, just like it always has, combines:

Sales & Service

The big difference is that the name Sales Cloud will disappear.  If you did not have the Service…

[edwarddewolf]

Report Templates

Most reports I have made so far are always based on the same few subject areas.  In order to be more efficient, I have made for each of these subject areas a template report.  I reuse these template reports over and over again as I have already implemented a few of the most often needed manipulations I always get to do:

Rename some of the columns

Implement the correct currency formatting

Enable…

[edwarddewolf]

Digitally preserving hand written documents

Digitally preserving hand written documents

Last year, the last of my grand parents passed away. Thinking about family, I decided to see how difficult it would be to dig up my family history and explore my family tree.

Since then, I managed to find most of my ancestors history, dating back to the late 18th century.  That is as far as the online national archives in Belgium could get me.  Digging through church archives is a lot harder.  It…