Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Online Training Materials Use of this Site (“Site”) or Materials constitutes.

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Online Training Materials Use of this Site (“Site”) or Materials constitutes agreement with the following terms and conditions: 1. Oracle Corporation (“Oracle”) is pleased to allow its business partner (“Partner”) to download and copy the information, documents, and the online training courses (collectively, “Materials") found on this Site. The use of the Materials is restricted to the non-commercial, internal training of the Partner’s employees only. The Materials may not be used for training, promotion, or sales to customers or other partners or third parties. 2. All the Materials are trademarks of Oracle and are proprietary information of Oracle. Partner or other third party at no time has any right to resell, redistribute or create derivative works from the Materials. 3. Oracle disclaims any warranties or representations as to the accuracy or completeness of any Materials. Materials are provided "as is" without warranty of any kind, either express or implied, including without limitation warranties of merchantability, fitness for a particular purpose, and non-infringement. 4. Under no circumstances shall Oracle be liable for any loss, damage, liability or expense incurred or suffered which is claimed to have resulted from use of this Site of Materials. As a condition of use of the Materials, Partner agrees to indemnify Oracle from and against any and all actions, claims, losses, damages, liabilities and expenses (including reasonable attorneys' fees) arising out of Partner’s use of the Materials. Usage Agreement 1

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Purpose and Disclaimer Purpose: This document provides an overview of features and enhancements included in Oracle CRM On Demand Release 31. It is intended solely to help you assess the business benefits of upgrading your existing Oracle Products to Release 31 or implementing completely new Oracle developed products, and planning your I.T. Projects. Disclaimer: This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle Software License and Service Agreement or other applicable contract with Oracle, with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without Oracle’s prior written consent. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. This is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality is always at Oracle’s sole discretion. This document is not considered part of the applicable program documentation. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code. 2

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle CRM On Demand Release 31 Transfer of Information User Experience Enhancements Functional Overview Oracle CRM On Demand February 2016 3

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Program Agenda Key Themes for CRM On Demand CRM On Demand Release 31 Features User Interface Enhancements Other Resources 1 2 3 4 4

Copyright © 2016 Oracle and/or its affiliates. All rights reserved.5 Oracle CX Portfolio WEB CONTACT CENTER SOCIAL MOBILE FIELD SALES FIELD SERVICE STORE IOT COMMON MODERN UISER INTERFACE CUSTOMER MASTERDATA AS A SERVICESTANDARDIZED API’sCOLLABORATIONANALYTICS CX FOUNDATION LAYER CX APPLICATIONS CX INDUSTRY SOLUTIONS MARKETINGSALES (OSC/CRMOD) CPQCOMMERCESERVICESOCIALMARKETPLACE PLATFORM AS A SERVICE UTILITIES RETAIL HOSPITALITY LIFE SCIENCES MANUFACTURING AUTOMOTIVE HEALTHCAREPROFESSIONAL SERVICES COMMUNICATIONS HICH TECH CONSUMER GOODS FINANCIAL SERVICES TRAVEL AND TRANSPORTATIONS MEDIA AND ENTERTAINMENT PROFESSIONAL SERVICES

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Summary of Enhancement Capabilities This Transfer of Information will cover the following features in detail: – Option to Enable/Disable Text Fields to be Converted to URL Links – Extend Record Indicator for Tab View to be Role Based – Update Fonts to Improve Readability on Browsers – Larger Inline Edit Accept and Cancel Buttons – Increase Attachment URL Character Limit from 200 to 1,999 – Ability to Create Custom Fields for Contact Team and Custom Contact Team Layouts – Enhance Event Object to Have Related Information Objects Associated – Time Zone Update – Ability to Search for a User in Calendar Using Non-Optimized Search Fields – Add ‘Arabic – Saudi Arabia’ Locale 7

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Summary of Enhancement Capabilities (Continued…) This Transfer of Information will cover the following features in detail: – Ability for Users to Create My Favorite Contacts List – Enable Book List to Expand with the Book Selector Window – Split User, Role and Access Management to Individual Privileges – Automatically Filter Product List in Product Lookup Window by Division – Enable Real-time Reporting for Service Requests-Opportunity Association 8

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Option to Enable/Disable Text Fields to be Converted to URL Links Company-wide option – Convert URL Text Values to Links field on the Company Profile page Checked: field values starting with http:// or https:// are converted to URL Links Unchecked: field values starting with http:// or https:// are not converted to URL Links Default is unchecked for new and upgraded companies Field Types impacted: – Address – Text (Short) – Text (Long) 9

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Option to Enable/Disable Text Fields to be Converted to URL Links Admin  Company Administration  Company Profile – Convert URL Text Values to Links under the Company Security Settings section 10

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Extend Record Indicator for Tab View to be Role Based Record Indicator for Tab View introduced in Release 30 11 ** Modern Theme Classic Theme

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Update Fonts to Improve Readability on Browsers Font Style updated to include Helvetica Neue – Modern Theme only – font-family: 'helvetica neue',arial,sans-serif; 20

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Ability to Create Custom Fields for Contact Team 26 Admin  Application Customization  Event  Event Page Layout Note: Event Signature is only available in Oracle Disconnected Mobile Sales.

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Split Time Zone - (GMT) Casablanca, Monrovia Feature splits the time zone (GMT) Casablanca, Monrovia in to two time zones – (GMT) Casablanca mapped to ‘Africa/Casablanca’ with the DST definition – (GMT) Monrovia mapped to ‘Africa/Monrovia’ without the DST definition 27

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Ability to Search for a User in Calendar Using Non- Optimized Search Fields The feature allows users to search for other users in CRM On Demand calendar by filtering on custom and non optimized User fields. 29

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Add 'Arabic - Saudi Arabia' Locale 35 Administrators Default Locale for the company Admin  Company Administration  Company Profile Default Locale for a specific user Admin  User Management and Access Controls  User Management End Users My Setup  Personal Profile  My Profile

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Ability for Users to Add Contacts to Favorite Contacts List This feature provides an out of the box Favorite Contacts List which will list the Contacts marked as favorite by users 36

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Enhance the Book Selector Window the book list within the book selector window will expand with the window size to minimize horizontal and vertical scrolling 44

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Split the Manage User and Access Privilege into Two Privileges the “Manage Users and Access” privilege is split into two privileges – “Manage Users” and “Manage Roles and Access” 45

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Technical Details Manage Users – User with this privilege can administer Users via User Management link Manage Roles and Access – User with this privilege can administer Public Sharing Groups, Roles, Access Profiles, and Personalization 47

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Implementation Considerations On upgrade to Release 31, all existing roles with the “Manage Users and Access” privilege enabled will have the two new privileges enabled automatically 53

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Automatically Filter Product List in Product Lookup Window by Division when selecting Products, the list will automatically filter by Division if the new option is enabled in the Product Search Layout – Option Name: Configure Lookup Window with Division as the Default Search Field 54

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Technical Details New option added to Step 2 of Product Search Layout Wizard called “Configure Lookup Window with Division as the Default Search Field” – When enabled, the Division field is the default search field for Product lookup window – If the user has a division, the user’s division will be pre-populated in the lookup window Else, it will be empty – When not enabled, the Product lookup window behaves as per existing behaviour: Product Name is the default search field for Product lookup window Division is not displayed in the search list unless the admin chooses it as a search field in the layout 55

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Technical Details User can choose a division and click on Go to filter the list based on the division selected If user selects another search field for searching in the Product lookup window, the search is not based on Division – For example, searching “Monitor” under Product Name will search all Products in the Company This is applied to all Product lookup window for all records types with Product field 56

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Real-time Reporting for Service Requests-Opportunity Association Opportunity dimension is now added into the Service Requests Subject Area for real-time reporting in Analytics. Users can now report on the relationships with between Opportunity and Service Request objects. 71

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Transfer of Information 1.What’s New 2.Extensibility Enhancements Functional Overview 3.Mobile Enhancements Functional Overview 4.User Experience Enhancements Functional Overview 75 Courses for Release 31

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Additional Resources To access the TOI courses – Training and Support Center > Release Info tab Release 31 Administrator Preview Guide and Release Notes available via Training and Support Center > Release Info tab – Click the Training and Support link in the upper-right corner of the application to access the Training and Support Center 76

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Support Forums – https://community.oracle.co m/community/support/crm _on_demand https://community.oracle.co m/community/support/crm _on_demand Oracle Cloud Marketplace – https://cloud.oracle.com/m arketplace/faces/homePage. jspx?_afrLoop=4707277330 34089&_afrWindowMode=0 &_adf.ctrl- state=tvcvdt5a0_4 https://cloud.oracle.com/m arketplace/faces/homePage. jspx?_afrLoop=4707277330 34089&_afrWindowMode=0 &_adf.ctrl- state=tvcvdt5a0_4 78 Sample Code for integrating with CRM On Demand – http://www.oracle.com/tec hnetwork/indexes/sampleco de/crmod-sample- 522104.html http://www.oracle.com/tec hnetwork/indexes/sampleco de/crmod-sample- 522104.html Additional Resources Working With a Community

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