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OracleSales CloudUsing Sales for Communications

Release 11

Oracle® Sales Cloud Using Sales for Communications

Part Number E67332-03

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Oracle Sales CloudUsing Sales for Communications

Contents

Preface i

1 About This Guide 1Purpose and Scope .................................................................................................................................................. 1

2 Overview 3Using Oracle Sales Cloud for Communications ......................................................................................................... 3

3 Renewing Contracts 5Overview ................................................................................................................................................................... 5

Enabling Contract Renewal and Upsell or Cross-Sell ................................................................................................ 5

Reviewing Automatically Created Renewal Opportunities .......................................................................................... 7

Reviewing Key Performance Indicators ..................................................................................................................... 8

4 Tracking Contract Renewal Revenue 11Tracking Analytics for Contract Renewals ............................................................................................................... 11


Preface

i

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Preface

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Chapter 1About This Guide

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1 About This Guide

Purpose and ScopeThis document describes to sales representatives, sales managers, and other salespeople how to use an instance of OracleSales Cloud for Communications.

For more information about core concepts and setting up tasks specific to Oracle Sales Cloud Getting Started withCommunications, see Oracle Cloud Documentation at http://docs.oracle.com/cloud/.


Chapter 1About This Guide

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Chapter 2Overview

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2 Overview

Using Oracle Sales Cloud for CommunicationsSalespersons can use Oracle Sales Cloud for Communications to renew contracts, track revenue, view reports, keyperformance indicators, and key numbers.

Oracle Sales Cloud for Communications covers the following features:

• Customized layouts of opportunity and account. The layouts are customized to the contract renewal process of B2Bcommunications customers.

• Preconfigured integrations with Siebel CRM and E-Billing version 7.0. The integration supports sales activities forcontract renewals, that include:

◦ Automatically creating quotes in Siebel Full Application window launched from Oracle Sales Cloud.

◦ Automatically creating quotes within Oracle Sales Cloud for the contract renewal opportunity.

◦ A 360 degree view of customers of current contracts, historical sales and service activities, detailed usage andbilling data, in Oracle Sales Cloud.

• Specific dashboards for sales management. The dashboards display key sales performance indicators and detailedanalytics on communications contract renewals, new contracts, stalled deals, actual versus quota, and bundledproducts.

Enabling or Disabling Siebel CRM IntegrationOracle Sales for Communications has Siebel CRM integration for account, contact, and opportunity. You must enable ordisable Siebel CRM integration for opportunity and quote. To configure a third party integration you must disable Siebel CRMintegration.

To use the integration, enable Siebel CRM integration.

Note: If the Siebel CRM integration account contact bidirectional code is set up, setSYNC_TO_SBL_ACCOUNTS_CONTACTS to N and BIDI_SYNC_TO_SBL_ACCOUNTS_CONTACTS to Y. Theunidirectional synchronization is disabled.

To enable Siebel CRM integration for account and contact:

1. Click Navigator, Tools, Integration Configuration.2. Set the value for key SYNC_TO_SBL_ACCOUNTS_CONTACTS to Y.3. Click Save and Close.

You can enable Siebel CRM integration for opportunity and quote.

Note: To use Siebel CRM integration for opportunity and quote, either unidirectional or bidirectionalsynchronization of account and contact must be enabled.

To enable Siebel CRM integration:

1. Click Navigator, Tools, Integration Configuration.2. Set the value for key SYNC_TO_SBL_OPPTY_QUOTES to Y


Chapter 2Overview

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3. Click Save and Close.

You can disable Siebel CRM.

To disable Siebel CRM integration:

1. Click Navigator, Tools, Integration Configuration.2. Set value for the keys SYNC_TO_SBL_ACCOUNTS_CONTACTS and SYNC_TO_SBL_OPPTY_QUOTES to N.3. Click Save and Close.

Related Topics

• Oracle Billing Insight Documentation, Version 7.0

http://docs.oracle.com/cd/E66311_01/homepage.htm


Chapter 3Renewing Contracts

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3 Renewing Contracts

OverviewThis chapter describes how to review contracts.

• The solutions that are leveraged to enable the contract renewal process

• How to review automatically created contract renewal opportunities

• How to review key numbers

Enabling Contract Renewal and Upsell or Cross-SellAn opportunity for a contract renewal is automatically created in Oracle Sales Cloud for contracts managed in Siebel CRM.The integration of Siebel contracts with Oracle Sales Cloud results in creating the opportunities.

Sales agents can review in the following in Oracle Sales Cloud

• The account historical usage and expenses: Sales agents use this information to configure a renewal offer adaptedto the needs of the customer.

• The history of service requests and trouble tickets for an account: Provides additional insights into the account,which allows the agent to customize and increase customer acceptance of the renewal proposal.

• Customer insights: Enables sales agents to assess upsell and cross-sell opportunities at the time of contract renewaland personalize the best offer.



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The following figure shows the flow that is displayed in Siebel CRM full window, for contract renewal and upsell or cross-sell.

Contract Renewal and Up-Sell or Cross-Sell

Contract Renewal

Pre-built integration automatically creates

opportunities for renewal

Opportunity

Sales representative renews the subscription in Oracle

Sales Cloud

Account Overview

View sales transactions and billing usage in Oracle

Sales Cloud

Usage Meter

Displays Siebel E-Billing in an iFrame

Service Request

Displays requests from Siebel CRM

Configure, Price and Quote

View quotes in Siebel CRM or CPQ Cloud

Service Contract

View service contract in Siebel CRM

Collaboration

Review contracts in Oracle Social Network

The flow of the contract renewal process is described as follows:

• An opportunity for a contract renewal is automatically created in Oracle Sales Cloud, for contracts managed in SiebelCRM.

• The sales agent opens the opportunity and prepares for the renewal of the contract for another three years of servicesubscription.

• The sales agent has a 360-degree view of customer information, including all the sales transactions and the billingand usage data for the account.

• Detailed usage information from E-Billing is displayed.

• The sales agent also has access to the history of the account service requests managed in Siebel CRM.

• The sales agent creates a quote for the contract renewal using either Oracle CPQ Cloud or Siebel CPQ runningwithin Oracle Sales Cloud. The Quotes is automatically prepopulated with the Quote Line Items and customerinformation for the contract renewal. The sales agent can configure the quote within Oracle Sales Cloud using theCPQ functionality.



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• The sales agent can launch the full Siebel CRM window to view quotes from Oracle Sales Cloud.

• The sales agent uses Oracle Social Network (OSN) to review and approve the contract proposal as necessarybefore finalizing it. The sales agent uses the OSN capabilities running in Oracle Sales Cloud to collaborate with otherindividuals in the company.

Reviewing Automatically Created Renewal OpportunitiesSalespersons such as sales representatives, sales managers, and sales vice presidents can create contract renewalopportunities, and review key numbers.

Siebel CRM creates contract renewal opportunities for agreements that are about to expire. The Siebel CRM workflow checksfor expiring agreements, and creates opportunities for these agreements in Oracle Sales Cloud.

Expiring AgreementsThe Siebel CRM workflow creates renewal opportunities by selecting only those Siebel CRM agreements that meet theconditions of an expiring agreement. An agreement in Siebel CRM expires when the:

• Agreement type is Contract.

• Valid flag is set as Y.

• Status of an agreement is either Active, Current, or In Process.

• End date is between 30 and 31 days from the current date.

Note: You can modify the default value of 30 days, in the Siebel Workflow. For more information, seeConfiguring Siebel CRM for Contract Renewal Opportunity.

Contract renewal opportunities in Oracle Sales Cloud add four additional fields that contain Siebel CRM expiring agreementdetails:

• Contract Name

• Term in Months

• End Date

• Price Discount Percentage

Sales Coach for Contract Renewal OpportunitiesSales Coach is a feature that helps salespeople to create effective work measures and deals with all aspects of anopportunity. Administrators set up a sales coach by associating action items and recommended documents with a salesstage. Salespeople view these items as they work on their opportunities.

The components of sales coach are associated with a specific sales stage, each sales stage can have multiple action itemsand recommended documents associated with it. The contract renewal process are out of the box sales coach procedures,defined for B2B contract renewal opportunities and are predefined in Oracle Sales Cloud.



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Administrators can define the following areas for each sales stage:

• Action Items or process steps: You must follow these steps during a sales stage. For example, in Presentation, yourcompany may recommend that you review trouble tickets for the customer and schedule a presentation with thecustomer to review usage information and give recommendations.

• Recommended Documents: They are documents and resources, such as customer letter templates, relevant websites, and training materials. Customers can add relevant documents for each sales stages.

Reviewing and Renewing ContractsSales representatives review contract renewal opportunities, create quotes, and renew contracts. Sales representativescan also view a list of contract renewal opportunities for their accounts. The system automatically creates opportunities forexpiring contracts in Siebel CRM and assigns them to the account owner. Sales representatives can:

• View the opportunity and check the end date.

• Research on whether there are any open trouble tickets.

• Suggest cost effective plans for the customer on current and previous usage.

To renew contracts:

1. Sign in to Oracle Sales Cloud.2. Click Sales, Opportunities.

View the list of contract renewal opportunities for your account.3. Click an opportunity, and view whether the opportunity is due for contract renewal.4. Click the account name link to view the account profile, and then click Open Trouble Tickets.

View if the account or opportunity has trouble tickets associated with it, and check if the earlier tickets are resolved.5. Close the Siebel CRM window.6. Enter the E-Billing Account Number and click the Usage Meter subtab, to view the billing details.7. Click Cancel.

You can prepare a quote for the customer.8. In the related opportunity, select a recommended product in the Product field and update the opportunity, and then

click Save.9. Click Open Quotes, and then click Automatic Quote, to create a quote in Siebel CRM window.

The quote includes the opportunity and product information.10. Click the quote name, to review the quote details.

The quote line item displays the recommended product and the price being determined from the Siebel accountprice list.

11. Expand the product to view details of individual line items or components.

The quote details and price is displayed and you can create a proposal for the client.12. Close the Siebel CRM window, and set the sales stage to Quotation and Proposal.

The updated opportunity displays in the Win Probability field.13. Save and close the opportunity.

You can return to the opportunity and begin work on the next deal.



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Reviewing Key Performance IndicatorsSales managers use key performance indicators (KPIs), to view the performance of their team.

When salespeople update a transaction, the embedded dashboards and reports are refreshed. Sales managers review thekey numbers on the dashboard. Sales executives can review key numbers for quota attainment in the dashboard.

To review key numbers:

1. Sign in to Oracle Sales Cloud as a sales manager.2. Click Sales, Dashboard.3. Review the KPI.4. Click each KPI to view the underlying reports.

KPIs identify the most important data, and a view into areas that help to achieve targets. The legend signifies:

KPI Color Meaning

Blue

Neutral color. Identifies numbers that have to be achieved.

Green

Indicates progress to date.

Red

Indicates areas that need attention.

The KPIs represent current quarter opportunities and projected revenue.

KPI Description When you click the KPI

Actuals vs Quota

Indicates the performance of actual againstquota. The KPI displays the quota, won andproject revenue totals for all the productcategories that sales teams are responsiblefor.

Graphically displays the breakdown of quota,won, and projected revenues for each ofthese categories.

Contract Renewals

Indicates the pipeline and projected revenuefor renewal deals. Based on the pipeline andthe renewal rate, the projected revenue isobtained.

Displays a list of contract renewals with thehighest probability deals at the top for thequarter. You can sort the list by revenue toview the largest opportunities, and sort themby renewal date or sales stage. You sortthe list to view the end date of deals or thecurrent status of the deals.

New Contracts

Displays an opportunity list for new deals forthe current quarter. Based on the pipeline,you can close new deals at the rate ofprojected revenue.

Displays a list of new contracts with thehighest probability deals at the top for thequarter. You can sort the list by revenue toview the largest opportunities, and sort themby new contracts or sales stage. You sortthe list to view the end date of deals or thecurrent status of the deals.

Renewal Rate

Provides a comparison of historical andcurrent renewal rates. The contract renewal

Displays the actual renewal rate for eachproduct category, against the rates for the



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KPI Description When you click the KPI

rate displays historical rate and currentrenewal rate.

previous year. The period for current renewalrate is last 90 days.

Bundled Deals

Indicates the active opportunities withbundled products that help capture whitespace and expand the revenue share.

Displays the details of the opportunities.You can sort the list by revenue to viewthe largest opportunities, and sort them bybundled deals or sales stage. You sort the listto view the end date of deals or the currentstatus of the deals.

Stalled Deals

Stalled deals are the deals which have notmoved. The default duration is 30 days andset for the corresponding sales stage of theopportunity in the sales stage setup. You canedit the duration.

Displays details of the stalled deal.Salespeople use the details to achieve thedeals. You can sort the list by revenue toview the largest opportunities, and sort themby stalled deals or sales stage. You sortthe list to view the end date of deals or thecurrent status of the deals.


Chapter 4Tracking Contract Renewal Revenue

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4 Tracking Contract Renewal Revenue

Tracking Analytics for Contract RenewalsSalespersons can track information and analyze contract renewals in the sales organization in Oracle Sales Cloud.

The following figure shows the flow for tracking contract renewal revenue:

Tracking Contract Renewal Revenue

Key Performance Indicators

Monitor progress and projected revenues

Projected Revenues

Enables timely decisions

Contract Renewals

Auto generated opportunities

Collaboration

Stay up-to-date on key opportunities

Clear Stalled Deals

View those opportunities where sales stage has

not changed for 30 days

Monitor Bundled Promotions

Provides visibility on high value deals

Renewal Rates

Calculate and compare with the previous year

New Contracts

Monitor and sort by highest revenue

Using their mobile devices, sales managers and sales agents can stay updated key opportunities. Salespersons cancollaborate with other individuals within the company on a 24 x 7 basis. Salespersons track revenue in the following ways:

• Sales managers can view the Oracle Sales Cloud dashboard to monitor progress on meeting quotas. Quotas displayactual won revenues against quota for contract renewals, and projected revenues against contract renewal rates.

• Actual and projected revenues are displayed against quota, enabling timely decisions for managing key deals.

• Contract renewal opportunities are automatically generated and sorted by highest probability to win.

• New contracts are also tracked and sorted by highest revenues.

• Renewal rates are automatically calculated compared against the rates from last year. They are displayed by productcategory.

• Bundled products and promotions are tracked and displayed by opportunity, which provides increased visibility onhigh value deals.

• Stalled deals are also identified with the display of opportunities for which the sales stage hasn't changed within thelast 30 days.


Chapter 4Tracking Contract Renewal Revenue

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Glossary

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Glossary

B2B

Acronym for business-to-business. Indicates the type of customer relationship with a business, where the customer is abusiness rather than an individual consumer.


Glossary

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