It was great news when Oracle announced the launch of the Oracle Service Cloud (OSvC) Browser User Interface (BUI), which finally gave more flexibility to the users and allowed them to access the platform from any browser.
Unfortunately, for reasons that do not make too much sense to me, Oracle decided to leave certain functionalities out of the BUI (functionality available in the Dynamic Agent Desktop – the .NET console). Opportunity Management was one of them.
The Opportunity Management functionality allows the management of sales opportunities, and is used by several organisations and thousands of users, who have in OSvC a full-blown customer relationship and engagement management platform.
That is the case in the company I work for, Capventis. We obviously wanted to adopt the BUI, but needed to have complete functionality. We decided to roll out to the service and support teams – as Customer and Incident Management is standard and available.
But then needed to roll out to the sales team, and therefore decided to create the Opportunity Management functionality (for the BUI) ourselves. In that process, we also decided to streamline the process of adding line items to Opportunities.
The truth is the standard Quote functionality never worked for us, and all we wanted was a simple way to add line items to an opportunity. We decided then to create what we called the Breakdown entity (with a Many-to-1 relationship with Opportunity).
This entity allows us to simply select the Type and Sub-Type of product or service to sell, add a Quantity and a Unit price to it. Then a BUI add-in automatically calculates the Total Amount for the line item.
The Opportunity entity is the same that we had (using the standard functionality), but another BUI add-in calculates the total amount of all line items (in the Breakdown entity) and automatically sets the opportunity Forecast Revenue.
Both BUI add-ins were put in place leveraging the BUI Extensibility Framework API which allowed us to develop the necessary JavaScript add-in and code to read and write data from and to the database.
The video shows the fantastic work of our team (in particular Harriet, Gary and Mark) who made it possible for everyone in the company to use the OSvC BUI, whilst making the Opportunity Management functionality even slicker and simpler.
Doctor CX 