2. 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 2

3. 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. 3

4. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle CRM On Demand Release 31 Transfer of Information Connected Mobile Sales Enhancements Functional Overview Oracle CRM On Demand February 2016 4

5. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Program Agenda Key Themes for CRM On Demand CRM On Demand Release 31 Features Connected Mobile Sales Enhancements Other Resources 1 2 3 4 5

6. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |6 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

7. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Smartphone and Tablet Innovation Themes and Roadmap Extensibility User Experience 7

8. 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: – Multi-field Search – Set Record Types as Read-only – Option to Hide Note Object from the Homepage – Lead Conversion * – Custom Objects 1 to 3 as a Related Item for Service Request * NOTE: Enhancements with asterisks (*) require the customer's pod to be at the Oracle CRM On Demand Release 31 release level. Otherwise, the enhancement is available immediately upon the Oracle CRM On Demand Connected Mobile Sales Server 1.4.14 or later release. 8

9. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Multi-field Search Users can now enter multiple input values to search and find the records faster Different search operations: – Starts with – Equals – Contains No setup required Available on top-level record searches and child record searches Lookup association searches will still be a single input box 9

10. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Multi-field Search 10 Navigation - Top-Level Contacts

11. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Multi-field Search 11 Navigation - Contacts Related to Accounts

12. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Multi-field Search 12 Supported Fields Record TypeSearch FieldSort FieldSort Order AccountAccount Name, LocationAccount NameAscending Appointment (as a related item)Location, SubjectSubjectAscending ContactLast Name, First Name, EmailLast NameAscending Custom Object 1-15Name, Quick Search 1, Quick Search 2 (see note below)NameAscending LeadLast Name, First Name, CompanyLast NameAscending NoteSubjectModified DateDescending NOTE: Quick Search 1 and Quick Search 2 are not available for search for Custom Objects 1-3 when these custom objects are related to an Account, Appointment, Contact, Lead, Opportunity, or Task record.

13. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Multi-field Search 13 Supported Fields Record TypeSearch FieldSort FieldSort Order OpportunityOpportunity Name Ascending ProductProduct Name, Product Category, Part Number, StatusProduct NameAscending Product CategoryCategory Name Ascending Service RequestService Number, Subject, First Name, Last NameOpened TimeDescending TaskSubject, LocationDue DateAscending UserLast Name, First Name, EmailLast NameAscending

14. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Set Record Types as Read-only Administrators can now set record types as read-only for Oracle CRM On Demand Connected Mobile Sales without affecting other channels such as the Oracle CRM On Demand user interface or web services Setting a record type as read-only: – Does NOT allow creating a new record of that record type – Does NOT allow editing of a record of that record type – Does allow associating and editing of the record type's related items 14

15. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Set Record Types as Read-only 15 Setup in Application Composer - Customize Layout

16. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Set Record Types as Read-only 16 Setup in Application Composer - Record Type Access

17. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Option to Hide Note Object from the Homepage Administrators can now hide the Note record type from homepage for their users 17

18. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Option to Hide Note Object from the Homepage 18 Setup in Application Composer - Customize Layout

19. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Option to Hide Note Object from the Homepage 19 Setup in Application Composer - Customize Layout: Note

20. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lead Conversion Users can now convert leads with the same options as the Oracle CRM On Demand UI provides by default: – Account Do Not Convert to Account Use Existing Account Auto-create New Account – Contact Use Existing Contact Auto-create New Contact – Opportunity Do Not Convert to Opportunity Auto-Create New Opportunity 20

21. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lead Conversion 21 Navigation - Convert Option

22. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lead Conversion 22 Setup in Application Composer - Select Available Fields

23. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lead Conversion 23 Setup in Application Composer - Select Available Fields: Lead

24. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Custom Objects 1 to 3 as a Related Item for Service Request Users can now access Custom Objects 1 to 3 as a related item to Service Request Service Request now supports Custom Objects 1 to 15 and Notes as related items 24 NOTE: Custom Objects 01 was renamed to Rewards

25. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Custom Objects 1 to 3 as a Related Item for Service Request 25 Setup in Application Composer - Customize Layout

26. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Custom Objects 1 to 3 as a Related Item for Service Request 26 Setup in Application Composer - Customize Layout: Service Request NOTE: Custom Object 01 was renamed to Reward

27. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Other Connected Mobile Sales Resources Oracle CRM On Demand Connected Mobile Sales Administration Guide – http://www.oracle.com/technetwork/documentation/siebelcrmod-096050.html http://www.oracle.com/technetwork/documentation/siebelcrmod-096050.html Oracle CRM On Demand Connected Mobile Sales Release Notes – Training and Support link > Search "CMS: Connected Mobile Sales Patch Release Notes" 27

28. 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 28 Courses for Release 31

29. 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 29

30. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Additional Resources For More Information about our Products http://www.oracle.com/crmondemand 30

31. 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 31 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

32. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Release 31 Transfer of Information Thank you 32

33. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |33