CRM Program Using Oracle EBS

CRM Program using Oracle EBS
Objectives
Objectives I Oracle ERP Overview Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts
Objectives Contd..
Objectives II Oracle CRM Overview What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting
Objectives Contd..
Objectives III Oracle Marketing Overview Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts
Objectives Contd..
Objectives IV Oracle Sales Overview Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports
Oracle ERP Overview
Oracle ERP Overview
Objectives Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts
Introduction to ERP
Objectives
Enterprise Resource Planning:

What is ERP? The Current Scenario Why ERP? Evolution Expectations
Enterprise Resource Planning (ERP)
A collection of software systems that help to manage business processes for an entire organization Designed to integrate all information processing support for an entire organization
HRM (Human Resource Management)
FRM (Financials Resource Management)
CRM (Customer Relationship Management )
SCM (supply Chain Management)
ERP
MRP (Manufacturing Resource Planning)
ERP - Definition
Software solution that addresses the Enterprise needs, taking a process view of the overall organization to meet the goals, by tightly integrating all functions and under a common software platform In simpler words, an ERP is a massive software architecture that supports the streaming and distribution of geographically scattered enterprise wide information across all the functional units of a business house. It provides the business management executives with a comprehensive overview of the complete business execution which in turn influences their decisions in a productive way.
ERP Definition contd.
It is a company-wide computer software system used to manage and coordinate all the resources, information, and functions of a business from shared data stores. ERP relates to the integrated software infrastructure that supports the entire company business process. ERP refers to a view of a company and all its parts as connected whole, rather than small silos of activity
Organization
A group of people engaged in purposeful activity over extended time A tool used to coordinate in order to obtain Value or organizational goals
Business Process
Work activities across time and place, with a beginning, an end, and clearly identified inputs and outputs. Has sequence, purpose, interaction
Evolution of ERP
1960s - Systems Just for Inventory Control 1970s - MRP Material Requirement Planning (Inventory with material planning & procurement) 1980s - MRP II Manufacturing Resources Planning (Extended MRP to shop floor & distribution Mgmt.) Mid 1990s - ERP Enterprise Resource Planning (Covering all the activities of an Enterprise) 2000 onwards ERP II Collaborative Commerce (Extending ERP to external business entities)
ERP Model
The Before and After of ERP: Before -- each function is supported by multiple applications and interfaces After -- each function is supported by a single application module within the ERP system itself, and all applications leverage a common, authoritative data source.
The Current Scenario
Islands of Information Difficult to get timely & accurate information Heterogeneous Hardware & Software platforms & practices Poor connectivity between different organizational locations Sticking with obsolete technology Resist to change Lack of proven man-power to develop integrated software
Why ERP is required?
One solution for better Management For cycle time reduction To achieve cost control & low working capital To apply latest technologies To satisfy the customers with high expectations To be Competitive & for survival
Basic ERP Applications
ERP covers a broad range of activities that are supported by a multimodule software application. Some examples of modules: Planning Sales Inventory Marketing Purchasing Distribution Maintenance Accounting Manufacturing Finance Human Resource
The Ideal ERP Systems.......
Financials
Accounts Payable, Accounts Receivable, Fixed Assets, General Ledger, Cash Management
Human Resource
Recruitment, Benefits, Compensations, Payroll, time and labor , People management, Work Structure
Supply Chain Management

Inventory management, Supply chain planning, Supplier scheduling, sales order execution, Procurement planning, Transportation and distribution
The Ideal ERP Systems.......
Customer Relationship Management

Sales, Marketing, Service, Commissions, Customer contract and after sales support Relationship Management
Manufacturing
Engineering, Resource & Capacity planning, Material planning, Workflow Management, Shop floor management, Quality control, Bills of material, Manufacturing process, etc.
ERP Options
OPTION 1 MAKE [Using Internal resources] Developing a custom-built ERP package, specific to the requirements of the organization, with the help of the in-house IT department OPTION 2 BUY Going for Tailor-made ERP packages available in the market like SAP, Oracle applications, Baan, PeopleSoft etc. OPTION 3 MAKE [using External resources] Developing a custom-built ERP package, specific to the requirements of the organization, with the help of a software solution provider
Typical ERP Integration
Multi-Currency Multi-Lingual Multi-Mode EDI / Electronic Commerce Web Enabled / Internet Communications Imaging & Multi Media
Advantages of ERP Systems
There are many advantages of implementing an ERP system.

A few of them are listed below: A perfectly integrated system chaining all the functional areas together. The capability to streamline different organizational processes and workflows The ability to effortlessly communicate information across various departments\ Improved efficiency, performance and productivity levels Enhanced tracking and forecasting Improved customer service and satisfaction
Execution phases
(1) ERP product selection (2) Preparations (3) ERP vendor (4) Implementation (5) Post-Implementation
ERP implementation Lifecycle
GO AHEAD COMPANY MANAGEMENT
PRE-SELECTION SCREENING PACKAGE EVALUATION PROJECT PLANING
ERP VENDOR
GAP ANALISIS IMPLIMENTATION TEAM TRAINING
RE-ENGINEERING TESTING GOING LIVE POST IMPLIMENTATION PHASE
CONFIGURATION END USER TRSINING
Disadvantages of ERP Systems
While advantages usually outweigh disadvantages for most organizations implementing an ERP system, here are some of the most common obstacles experienced: The scope of customization is limited in several circumstances The present business processes have to be rethought to make them synchronize with the ERP ERP systems can be extremely expensive to implement There could be lack of continuous technical support ERP systems may be too rigid for specific organizations that are either new or want to move in a new direction in the near future
Customers Oracle ERP
Business Process Reengineering
Just automating the existing business practices will not help ERP to achieve the anticipated results Business Process Re-engineering [BPR] brings out the deficiencies of the existing setup BPR and ERP combination will give way to implement new systems and the long pending improvements in the existing systems BPR may be time consuming but the scope can be restricted & controlled by the Management
Business Process Reengineering Contd.
The BPR approach to an ERP implementation implies two separate, but closely linked implementations involved on an ERP site i.e. a technical implementation & a business process implementation. The BPR approach emphasis the human element of necessary changes within the organization, which is generally more Time consuming & has received its share of criticism for creating bloated budgets & extended projects. The ERP market shifts to a mid-market focus & as all implementation are becoming more cost sensitive; the BPR approach has come under some real scrutiny.
Configuration
Importance of Configuration This is the main functional area of the ERP implementation. Business processes have to be understood & mapped in such a way that the arrived solution matches with the overall goals of the company. The Prototype A prototype- a simulation of the actual business processes of the company- will be used. The prototype allows for thorough testing of the to be model in a controlled environment. As the ERP consultants configure & test the prototype they attempt to solve any logistical problems inherited in the BPR before the actual golive implementation.
Strengths and Weaknesses
Configuring a companys system reveals not only the strengths of a companys business process but also - & perhaps more importantlyits weakness. It is vital to the health of the company & to the success of the ERP implementation that those configuring the system are able to explain what wont fit into the package & where the gaps in functionality occur.
Pointers required for Evaluation
Some important points to remember while evaluating software includes.

Flexibility & Scalability. Complexity User Friendliness Technology Quick Implementation Amount of Customization Required Ability to support multi site planning & control. Local support infrastructure . Total cost i.e. license , training, customization etc.
Summary
Enterprise Resource Planning:

What is ERP? The Current Scenario Why ERP? Evolution Expectations
Navigating Oracle EBS Application
Objectives
Objectives in Navigating Oracle EBS Applications: Log in to Oracle Applications Navigate from Personal Home Page to Applications Choose a responsibility Create Favourites and set Preferences Use Forms and Menus Enter data using Forms Search for data using Forms Access online Help Run and monitor Reports and Programs Log out of Oracle Applications
Logging In to Oracle Applications
Navigating from Personal Home Page to Applications
Forms-based Applications
Self-Service Applications
Creating Favourites and Setting Preferences
Worklist
Preferences
Favorites
Navigator
Choosing a Responsibility
Click a link to the responsibility. Click a link to the function.
Navigator
Menu bar
Toolbar Region tabs
Functions
Expanding or Collapsing the Navigation List
Select one of the following methods to expand an item to its next sublevel window: Double-click the item. Select the item and click Open. Select the item and click Expand.
To collapse an expanded item, select the item and click Collapse.
Expanding or Collapsing Several Items
To expand or collapse several items at once, click one of the following buttons:
Expand All Children expands all the sublevels of the currently selected item.
Expand All expands all the sublevels of all expandable items in the navigation list.
Collapse All collapses all currently expanded items in the navigation list.
Logging Out of Oracle Applications
From the File menu, select Exit Oracle Applications. Use this method to ensure that your username is cleared from system access.
Navigating to a Form
Click for a Function.
Form Terminology
Tool tip Menu bar Help
Title bar
LOV icon Check box Window Scrolling Region
Record /Row Block
Pop-up list
Form Terminology Cont.
Region
Region tab
Field
Button
Field Colours and Records
Field Color
Blue with Black Text White with Green Text
Description
It Indicates drilldown capability It Display only
Creating and Saving a New Record

New Save
Editing and Deleting a Record

Edit Delete
(M) File > New
(M) File > Save
(M) Edit > Record
(M) Edit > Delete
Using a List of Values
Click LOV icon In the field
LOV: Shortcuts Auto Selection List Search Long-List Fields Power List
The list of valid Values is displayed
Using Calendar
Choose a month.
Choose a year.
Choose a day.
Clearing Data and Searching for Information
Clearing Data
Clear
Searching for Information

Help
(M) Edit > Clear > Record (M) Edit > Clear > Field (M) Edit > Clear > Block (M) Edit > Clear > Form
Query Versus Find
Query Mode
Menu bar, (F11) Existing window Wildcards Query count
Find Mode
Menu bar, Toolbar Find window List of values No find count
Using Window Help
(M) Help > Window Help

Navigation Frame Search Frame
Document Frame
Error Messages
The application displays a short message in the message line. Error window informs you of an error. A History button also appears in the error window if an error of a more serious nature occurs.
Using Concurrent Processing
Submits Request
Request Queue
Request 1 Request 2 Request 3
Request Runs
Perform other online interactive tasks.
Other Online Jobs
Running Reports and Programs
Concurrent Processing: Run non interactive tasks, such as reports and programs. It does not interfere with the interactive work you perform on your computer. Standard Request Submission (SRS): Use the SRS interface to run reports and programs. View report output online. Schedule reports and programs. View log information.
Summary
Objectives covered in Navigating Oracle EBS Applications: Log in to Oracle Applications Use Forms and Menus Use functionality of the buttons and tabs that appear in the Navigator window and other forms Create Favourites and set Preferences Understand Form terminology and characteristics Create, save, edit, and delete record using Forms Search for data and enter data using Forms Access online Help Submit Concurrent and SRS requests Log out of Oracle Applications
Oracle Application Features
Objectives
Objectives of Oracle Application Features:

Understand integration of applications System Architecture Major components of the architecture Knowledge over Installation Process
Oracle E-Business Suite
Information Drive Applications Contracts Projects Develop Market Sell

Customers Suppliers Products
HR
Finance Maintain Service
Order
Plan Procure
Fulfill
Make
Integrated, Yet Modular
The open applications solution enables you to

Leverage investment in existing technology Eliminate disparate systems as needed
Vendor X Human Resources
Oracle Finance
Vendor Y Planning
Vendor Z Purchasing
Oracle Marketing
Legacy Environment
R12 Architecture
Business Architecture Modern Foundation Complete End-to-end Integration Global Rapid Implementation
Technical Architecture Forms-based Self-service (HTML/JSPs) Business Intelligence Mobile
Basic Technical Architecture of R12
Desktop Tier
Applications Tier
Database Tier
R12 Architecture
Forms Server
Web Server/Listener
Portal (PHP) Browser Forms Server Concurrent Management Data Server
Servlet Engine
Java Server Pages (JSP Discoverer Server Reports Server Administration Server Desktop tier Application tier Database tier
The Network
While the network is not a tier of the R12 EBusiness Suite's 3-tier architecture, it is a critical (possibly THE critical) component of making it all work. R12 allows access through multiple channels including internal networks (LANs/WANs) and external networks (Internet/VPNs). The connection links themselves can vary from slow-speed dial-up connections to high-speed fiber optic channels. All of the choices in the network will ultimately affect your performance, for good or bad.
Rapid Install
Rapid Install
Database Applications Technology Stack File System
Oracle Reports Oracle Forms
Graphics iAS
Rapid Install Utility
Automates many of the steps required for installing Oracle Applications, Release 12 Simplifies both single-node and multi-node installations Creates, installs, and configures all of the components required for your Oracle Applications system Minimizes installation time Allows you to select languages and the corresponding character sets Reduces the number of certification issues
Rapid Install: Tasks
With Rapid Install, you can perform the following tasks:
Install a new, fully configured Oracle Applications system.
Install a new database node or Applications node technology stack
Set up the file system and configure server processes for an upgraded system
Use a Wizard to guide you through the screens to carry out the selected task
Summary
Objectives covered in Oracle Application Features:

Understand integration of applications System Architecture Major components of the architecture Knowledge over Installation Process.
Entities Integrating the Business
Objectives
Objectives in Entities Integrating the Business Shared Entities in R12 EBusiness Suite Key business flows and integration between various modules in the R12 EBusiness Suite.
What are Shared Entities?
Shared entities in the R12 EBusiness Suite allow the one-time definition of an object, and the use of that object across several products. Shared entities are "owned" by a single product for table purposes only. It does not designate the primary user or decision maker.
EBusiness Shared Entity Examples
Entity
AOL
Set of Books Items
Description
Application Object Library
Accounting information records Raw Materials, finished goods or services
Unit of Measure Method of quantifying items
Suppliers
Customers Sales Force Employees Locations Organizations
Vendors we buy from

Buyers of the end product Individuals credited with sales revenue Personnel who perform assigned tasks Business sites (addresses) Logical unit entities
Shared Entities
Application Object Library

AOL
Unit of Measure
Currencies
Languages
Users
Menus
Length Base Unit = 1 cm 1 m = 100 cm 1 km = 100,000 cm
Site Profile Options
Responsibilities
Units of measure are used by a variety of functions and transactions to express the quantity of items.
Owned by Inventory
Shared Entities
Items
Supplier
You can define and control all items in inventory. Once defined, you assign items to organizations.
Owned by Inventory
Suppliers are the individuals or companies from which you procure goods and/or services.
Owned by Purchasing
Shared Entities
Customers
Sales Force
Buyers of our end products and/or services
Suppliers are the individuals or companies from which you procure goods and/or services.
Owned by Purchasing
Owned by Receivables
Shared Entities
Employees
Ledger
CoA
Calendar
Currency
Individuals employed by the company who perform certain tasks

Owned by Human Resources Owned by General Ledger
Shared Entities
Locations
Organization
Physical addresses that may represent our company's addresses or our customer's addresses
Owned by Human Resources
Entity designation used to partition data into logical units
Owned by Human Resources
Key Business Flows
Plan
Concept to Release Forecast to Plan
Source
Make
Market
Sell
Support
Campaign to Order Procure to Pay Demand to Build
Contract to Renewal
Click to Order Order to Cash Request to Resolution
Inventory to Fulfillment
Back Office
People to Paycheck
Project to Profit
Acctg. to Fin Reports
Click to Order
User Mgmt
Inventory Items JTA In-Store Mkt Marketing Qualifiers & Discounts
Leads Sales
iStore
Get Price Pricing Get Price
Shopping Cart/ Quote
Quoting Order Fulfillment Book Order (Order to Cash)
Order to Cash
Set of Books General Ledger Cash Management Banks Receivables/ Revenue/ Receipts Purchasing/ iProcurement Reqs Invoices Receivables /iReceivables Customers
Inventory Activity Inventory UOMs Interorg/ Shipments Inventory Transactions
Order Management
Items
Summary
Objectives covered in Entities Integrating the Business Shared Entities in R12 EBusiness Suite Key business flows and integration between various modules in the R12 EBusiness Suite.
Administration of Oracle Application
Objectives
Objectives in Administration of Oracle Application: Describe the R12 EBusiness Suite security model Define Users Use Menu and Function security to modify responsibilities Understand Securing and Excluding attributes work Understand Profile Options
Application Security Model
User
Application
Responsibility
Oracle
Reports
Windows
Define New User
Enter User Name and Password Require Password Change Limit Access Attempts Enter Users Start and End Dates
Assign One or More Responsibilities
Define Buyers, Sales Force Create CRM Resource
Assigning Responsibilities to Users
Using Predefined Responsibility
Using Custom Responsibility

Define or modify components
1
Define or Modify
Define or modify responsibility Exclude functions and menus Define application user
1
Assign
Define application user
2
Assign
Importance of Responsibilities
Responsibilities determine:
Menus and forms you can access Reports you can run The set of books youll work with Your operating unit Which types of applications you may access
Components of a Responsibility
Data group
Request security Data group group
Menu Data group Exclusions
Defining a New Responsibility

Enter application and responsibility name Enter start and end dates Select data group Select menu Select request group Enter menu or function exclusions Enter securing or excluding attributes
1 2 3 4 5 6 7
Managing Function Security
Menu Level 1 Function Menu Level 2 Function Function Menu Level 3 Subfunction Subfunction Function Menu Level 2 Subfunction Menu Level 2 Function Function
Function: A set of executable code available as a menu option
Subfunction: A subset of a forms functionality
Menu Displays in the Navigator
Built into the menu Menu Level 1 Function Menu Level 2 Function Function Menu Level 3 Subfunction Subfunction Function Menu Level 2 Subfunction Menu Level 2 Function Function Menu Level 1 Function Menu Level 2 Function Function Function Menu Level 2 Function Function Seen in Navigator
Excluding Functions and Menus
Menu Level 1 Function-A Menu Level 2 Function-B Function-C Menu Level 3 Function-A Function-D Function-E Menu Level 2 Function-D Menu Level 2 Function-F Function-G Function-H
Excluding a function affects the function regardless of level.
Excluding a menu excludes all of its child functions.
Profile Hierarchy Levels: Security
User level Responsibility level Application level Site level
Personal Profile Values
Depending on the responsibility, many users can change their personal options:
Navigate to (N) Profile > Personal to see a list of the profiles already defined. If the User Value field is unprotected, you can select a value for this profile option from the list of values, or enter a value directly.
System Profile Options
The System Administrator can set profile options at any level:

Navigate to (N) Profile > System to see the Find System Profile Values Window. You can set a profile value at the user, responsibility, site, or application level for profile options using the Security hierarchy type.
Summary
Objectives covered in Administration of Oracle Application: Describe the R12 EBusiness Suite security model Define Users Use Menu and Function security to modify responsibilities Understand Securing and Excluding attributes work Understand Profile Options
Understanding Flexfields
Objectives
Objectives in Understanding Flexfield:

Discuss Flexfields Define value sets Define key Flexfields Define descriptive Flexfields Enter values
Using Flexfields to Configure Applications
General Ledger
Application windows
Assets
User-defined Flexfield windows
Benefits of Flexfields
Flexfields provide the following benefits:

Configure applications to support your own accounting, product, and other codes. Enable the construction of intelligent keys. Configure applications to capture additional data. Use the application to validate values and value combinations entered by the user. Support multiple field structures depending on data context.
Key and Descriptive Flexfields
Key flex fields build unique entity identifiers
__ Item Information _________ Category Item Color

COM 876
Computer Monitor Light tan
LTN
Payment Store Dept. Number Exp. Dt
Type
54321 987
CC
4958-2938-4747
12 - 99
Descriptive flex fields gather additional information
Key Flexfields
__ Sales Information ______________________ Transaction Customer

3987 Jane Doe COM-876-LTN Computer - Monitor - Light Tan
Payment Type
Standard window
Item
Description
[]
Key Flexfield window
__ Item Information _______________ Category Item Color

COM
876 LTN
Computer Monitor Light tan
Using Key Flexfields to Build Intelligent Keys
Business A
Business B
____Account Entry ___

Corporation Subsidiary Division Department Account
10 283
___Account Entry ____

Company Division Department Account
21 42 502 015
3003
025 203
Key Flexfield Examples
General Ledger Accounting Flexfield Assets Asset Key Flexfield Location Flexfield Category Flexfield Service Service Item Flexfield
Receivables Territory Flex fields Sales Tax Location Flex field Inventory Item Categories System Items Sales Orders Item Catalogs
Descriptive Flexfields
__ Sale Information ____________________ Transaction Customer Item Description

3987
Jane Doe COM-876-LTN []
Payment Type
CC
Computer - Monitor - Light Tan
CK Payment Type Store 54321 Dept. 987 Number 1028 Second ID MC 4565-3939
CC Payment Type Store 54321 Dept. 987 Number 4958-2938-4747 Exp. Dt 12 - 99
Descriptive Flexfield Examples
Storing supplier numbers from converted suppliers The address style Storing order information with an invoice Storing project information with an invoice Storing vehicle information associated with the asset category Vehicle Name of customer service rep responsible for the sales order Web link to map of property or location in Property Manager
Key and Descriptive Flexfield Comparison
Key Flexfields
Owned by one application; used by many
Descriptive Flexfields
Associated with tables in a specific application
Required to set up, not always Setup is optional required to use. Intelligent keys Identifies entities No intelligence, store additional information Captures additional information only
Components of a Flexfield
Flexfield/Structure
Flex field Structure
Segments
Segment 1
Segment 2 PC
Values (if needed)
COMPUTER
10 CHAR Independent Upper Case Required
SERVER LAPTOP
12 Char Dependent Upper Case Required
Data format
Segment Prompts and Value Descriptions
Flexfield segment prompts __ Item Information _______________ Category Item Color

COM 876 LTN
Computer Monitor Light tan Flexfield value descriptions
General Steps to Implement a Flexfield
Plan Flexfield segments, structures, value sets and values. Define value sets. Define Flexfield structure. Define values. Define security and cross-validation rules if necessary.
Value Set Attributes
Name Unique value set name (Do not use XX-, XX_ , XXX-, XXX_ or any Oracle reserved name.) Description Free-form descriptive text List Type
List of Values Long List of Values Poplist
Security Type
No security Hierarchical Non-hierarchical
Types of Value Sets
None: Validation is minimal. Independent: Input must exist on previously defined list of values. Dependent: Input is checked against a subset of values based on a prior value. Table: Input is checked against values in an application table. Special: Value set uses a Flexfield itself.
Types of Value Sets contd.
Pair: Two Flexfields together specify a range of valid values. Translatable Independent: Input must exist on previously defined list of values; translated value can be used. Translatable Dependent: Input is checked against a subset of values based on a prior value; translated value can be used.
Planning Data Format Validation
Format Type: Value data type Maximum Size: Maximum allowable size for a value Precision: Number of decimal places Numbers Only: Only entry of numbers 09 Uppercase Only: Lowercase input becomes uppercase Right-Justify Zero-Fill: Shifts number to right, pads from left Max/Min Values: Beginning and ending values of a range
Designing the Key Flexfield Layout
Title
Description: __Sales Information_____ Description:
Category Structure Item Color Prompts
COM 876 LTN
Order of segments
Value sets COM FURN APPL
Segment separator
Values
Key Flexfield Structure
Business A
_____Account Entry __ Corporation Subsidiary Division Department Account 10 203 3003 025 203
Business B
_____Account Entry __ Company Division Department Account 10 203 3003 025
10-203-3003-025-203
10-203-3003-025
Storing Code Combinations
__Account Entry __
Company Division Department Account
10
203 3003 025
(Code combination) 10 - 203 - 3003 - 025
Code Combinations Table SEGMENT1 10 SEGMENT2 203 SEGMENT3 3003 SEGMENT4 025
Examples of Segment Defaults
Default Type
Constant Current Date Current time Field Profile Segment SQL Statement
Default Value Any literal value Current time Current time or current date/time Default Value field value Value of profile in Default Value Value in prior segment Result of SQL query
Other Key Flexfield Features
Dynamic insertion of new values Cross-validation of segment value combinations Security on value access Aliases to speed data entry
Allowing Dynamic Insertion

Indirectly (from display window) __ Sales Information _____________________ Transaction Customer Item Description
3987 Jane Doe
Payment Type:
CC
COM-876-LTN
Computer Monitor Tan
[]
(Foreign key)
Directly (from entry window)
__ Part Number ________________

Category Item Color
COM
Computer Monitor
876
LTN
Light tan
Code Combinations Table
Cross-Validating Values
State Value Set
CA California NY New York
Country Value Set

USA United States UK United Kingdom
City Value Set
TX Texas
Los Angeles London New York Houston
Asset Location Flexfield
__ Asset Location _____________ Country State City UK CA Houston
United Kingdom
California
Houston, California, United Kingdom not allowed
Using Value Set Security
Category Value Set without security
COM FURN APPL
COM
Description: Description: __Item Number_____
Category Category Value Set with security COM FURN APPL COM
Item
Color Weight
(EXCLUDE COM)
Using Shorthand Aliases
__Sales Information_______________________ Transaction 3754 Customer

Address City Zip Item
Description: ___Item Alias____ Big Manufacturing 1211 State Dallas 75219 COM-876-LTN State Country TX USA
Part Tan Monitor
Tan Monitor Hard Drive Laser Printer
COM-876-LTN COM-535-15G COM-788-630
List of Aliases
Freezing and Compiling the Definition
Automatically compile :Save after freezing the Flexfield Submit the request to build the structure view by freezing; submit the request to rebuild the Flexfield view by closing the window. Update : Freeze and compile after Updation. changes take place immediately. You see your changes immediately. Other users must exit the system or change responsibilities.
Identifying a Descriptive Flexfield
A descriptive Flexfield is indicated by a single-space field enclosed in brackets. [ ] This symbol indicates descriptive Flexfield on Form. In some cases there may be multiple descriptive Flexfields for use with the same form.
Descriptive Flexfield Components
Global segment: Displays information common to all contexts Context-sensitive segment: Displays information appropriate only to a particular context Reference field: A field on the application window whose value is used to determine contexts Context field: A field in the structure whose value is used to determine contexts
Locating the Flexfield Definition
Use the Descriptive Flexfield Segments window to locate the target Flexfield definition by finding the application that owns the definition and the Flexfield title. A Flexfield may appear on more than one window. However, defining the Flexfield once automatically defines it for all locations. After you access the definition, you can begin making changes. If the Flexfield is already frozen, unfreeze it first.
Storing Descriptive Flexfield Segments
Structure A Global AAA
Structure B
Global AAA
Context BBB
Context CCC
Context DDD
CONTEXT
Structure A
Structure B
ATTRIBUTE1
Global AAA
Global AAA
ATTRIBUTE2
Context BBB
Context DDD
ATTRIBUTE3
Context CCC
Freezing and Compiling the Definition
Check the Freeze Definition check box
Click to compile
Summary
Objectives covered in Understanding Flexfield:

Discuss Flexfields Define value sets Define key Flexfields Define descriptive Flexfields Enter values
Organization Hierarchies
Objectives
Objectives in Organization Hierarchies: Explain what Multi-Org is Explain the Multi-Org entities Explain how data is secured Explain cross organizational reporting
What Is Multi-Org?
Applications and database enhancement Enables to consolidate your operations under one installation of Oracle Applications on a single global instance Keeps transaction data secure by line of business
Basic Business Needs
Support for multiple business units with different set of books Secure access to data on a single instance by line of business Define different organizational models Sell and ship from different legal entities Purchase and receive from different legal entities Produce reports across entities or within a single entity
Organization Model
Balancing Entity/Funds Business Group
HR Bal Seg 1
GL, FA
Set of Books
Bal Seg 2
Legal Entity
Flex field Security Rule
Operating Unit
AP, PO, AR, OM, + INV, MFG Ship
Inventory Organization
Sample Organization Structure
Set of Books
LE
OU
MIO IO
Security Model
The responsibility is key to multi-org security and reporting:

Determines operating unit Determines reporting ability
Select
Users Responsibilities
Tied to an
Operating Unit
Basic Steps to Enable Multi-Org
Define organization structure Convert to Multi-Org Perform setups unique to each operating unit (i.e. Financials options, customer address setup, supplier site setup, bank accounts)
Define the Organization Structure
Corporate
US
Canada
Japan
US
Canada
Japan
E
Chicago
W
West
Tokara Islands
East
Inventory
Calgary Manufacturing Montreal Inventory Quebec Manufacturing
Warehouse
Perform Setups Unique to Each Operating Unit
Many setups must be repeated for each operating unit. For example:
Supplier sites Customer addresses System options (System, Financial, Purchasing, Payables, etc.) Payment terms Tax names Price lists, discounts and quantity price breaks
Adding to the Organization Structure

Original Wid Co. (SOB) US 1 (LE) West Ops (OU) US 1 (LE) West Ops (OU) Plant 1 (IO) Add New
Wid Co. (SOB)
US 2 (LE) East Ops (OU) Plant 2 (IO)
Plant 1 (IO)
Cross Organization Reporting
Report at multiple levels:

Ledger GRE/Legal entity Operating Unit
Security profile
MO: Top Reporting Level
Enhanced reporting features:

Reporting Level Reporting Context
Summary
Objectives in Organization Hierarchies: Explain what Multi-Org is Explain the Multi-Org entities Explain how data is secured Explain cross organizational reporting
Process flow and Alerts
Objectives
Objectives in Process flow and Alerts:

Describe Workflow Discuss Workflow components Respond to workflow notifications Monitor a process in the workflow monitor Alert Process Overview
Enabling E-Business
Streamlines business processes . Workflow delivers a complete business process definition, automation, and integration solution.
Workflow: The wiring for e-business
Workflow Processes
Customer: Receive External Order
Customer: Credit Check
Customer: Get Order Details
And
Customer: Advanced Shipment Order Process End
Customer: Send Order Acknowledgment
Customer: Receive iStore Order
Customer: Stock Check
Customer: Send Supplier Invoice
Workflow-Driven Business Processes
Workflow focuses on managing the business process, not individual transactions. Define and implement your business policies Streamline the entire process Route information Capture exceptions and take action Build continuous improvements directly into the process definition Adapt your processes as your business changes
Workflow-Driven Business Processes
Workflow automates and streamlines business processes contained within and between enterprises. For example, you can use workflow processes to: Add personalized trading partner rules Validate self-service transactions Approve standard business documents Step through daily transaction flows Integrate with trading partner systems
Examples of Workflow Activities
A workflow is a set of business rules that can: Create accounting based on your requirements Route business documents internally for approval Initiate an outbound message (queue an approved purchase order for transmission to a supplier) Be started as a result of an inbound message (eg. an inbound Payables Invoice) Generate and send notifications that can be viewed from your personal home page or the notifications window Generate and send e-mail to an e-mail client (respond directly to notifications without accessing Oracle Applications
Event-Based Workflow
Oracle E-Business Suite or Application
Business Event System
Workflow Process
Oracle Workflow Availability
Oracle Workflow is available in two versions: Standalone With the Oracle Database (both Standard Edition and Enterprise Edition) With the Oracle Application Server With the Oracle Collaboration Suite Embedded in Oracle E-Business Suite Self-service applications Professional applications
Supported Process Constructs
Looping Results-based branching
No Verify Authority
Yes
Approved
True Start Select Approver Notify Approver
Rejected
Notification System
Notification Mailers with outbound SMTP server and inbound IMAP server
E-mail clients
Workflow Engine
Directory Services
Notification System
Worklist pages Web pages
Application Oracle Database
Attached Oracle E-Business Suite forms or URLs
Alert Process Overview
Alert!
Server
Send email message Submit concurrent program request Run SQL script Run a SQL script that starts a workflow Run operating system script
Client
Client
Types of alerts
Event
1. Shipment Confirmation: Notify a user as soon as a shipment has been processed. 2. Supplier Hold: Notify Purchasing Manager as soon as a supplier has been placed on hold.
Periodic
1. Payroll: Show current balance and vacation reported by month (monthly). 2. Purchasing: Show all blanket agreements that will expire (daily)
Summary
Objectives in Process flow and Alerts:

Describe Workflow Discuss Workflow components Respond to workflow notifications Monitor a process in the workflow monitor Alert Process Overview
Oracle ERP Summary
Oracle ERP Summary Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts
Oracle CRM Overview
Oracle CRM Overview
Objectives: What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting
What is CRM?
What does CRM mean to you?
What makes you different?
What makes you different? The Best product? The lowest price? A satisfied customer?
Problems faced by Companies
Sales teams are missing revenue targets Deals stuck in the pipeline, frequently missed sales "commits, Need to improve sales representatives' knowledge of products, customer needs and competition. How do I build customer loyalty and reduce churn? How can I make better decisions for the future with existing information? Organizations strive to remain competitive and service increasingly discerning customers. How to Develop a Smarter Sales Organization. These are few of the issues that the beleaguered Managers must tackle day in and day out
Common Barriers To Increasing Revenues
CRM is a "big picture" approach that integrates the sales, order fulfillment, and customer service, and co-ordinates and unifies all points of interaction with the customer, throughout the Customer Life Cycle (CLC). CRM is the term given to the process of managing your relationship with your customers..better. Major Objective for any company is increased revenue, decreased cost and increase loyalty of the Customer Provides a unified view of the customer across an enterprise.
Why is CRM important to an Organization
Why is CRM important to an Organization
The benefits of CRM are clear: By streamlining processes and providing sales, marketing, and service personnel with better, more complete customer information. CRM enables organizations to establish more profitable customer relationships and decrease operating costs. Sales organizations can shorten the sales cycle and increase key sales-performance metrics such as revenue per sales representative, average order size, and revenue per customer Marketing organizations can increase campaign response rates and marketing-driven revenue while simultaneously decreasing leadgeneration and customer-acquisition costs Customer service organizations can increase service-agent productivity and customer retention while decreasing service costs, response times, and request-resolution times
The Marketing Concept
Marketing is discovering what customer wants, producing as per the needs, pricing appropriately, promoting and selling to customer.
Starting point Focus Means Ends
Target market Customer needs Integrated marketing Profits through Customer Satisfaction
The Selling Concept
Selling is act of persuading or influencing a customer to buy a product or service.
Starting point Focus Means Ends
Factory Products Selling and Promotions Profits through volumes
CRM Systems
Many IT systems have been developed to assist improving the efficiency of CRM, they have been grouped together and are now generically known as CRM software. They range from contact databases to campaign management software. They help get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. Refers to a software-based approach to handling customer relationships. Information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Used to implement CRM goals like- to improve services provided to customers, and to use customer contact information for targeted marketing Software is often necessary to explore the full benefits of a CRM strategy.
CRM Systems
It is a software "solution", there is a growing realization in the corporate world that CRM is actually a customer-centric strategy for doing business; supported by software.
Benefits
Increased sales revenues Increased win rates Increased margins Improved customer satisfaction ratings Decreased general sales and marketing administrative costs
CRM: The Payoff
On the plus side, customers with successful CRM systems report higher profits; lower costs to attract and retain customers; greater customer loyalty; and smoother, more streamlined workflows. Specific benefits cited include: More timely and targeted customer services Increased per-customer revenues Greater cross-sell and up-sell success Trimmed sales cycles More-efficient call center operations Improved sales forecasting Fewer customer problems Better-informed marketing decisions
Eight Building blocks of CRM
CRM - Service Process Overview
Service and Support Organization
Increase Customer Satisfaction and Loyalty
Features
360 customer view Centralized knowledgebase Call scripting Real-time service optimization with analytics Customer satisfaction surveys
Benefits
More personalized, consistent service First call resolution Reduced training costs
Easy to use service solution increases customer satisfaction and loyalty
Business Challenge
Companies often spend significant amounts of time and money collecting data about their sales and service operations. But they have no way to use the data to proactively evaluate their businesses.
CRM provides critical insight
Business Solution
Embedded analytics available to everyone
Put analytics directly into the hands of all users. Empower everyone to be critical thinkers in their areas. Use interactive reports and analyses to see different perspectives. Take action quickly on current information. Quickly create analyses to answer your specific questions. Customize the layout to help you focus on key business problems. Save and publish your new analyses.
Interactive analyses that present current data
A tool for creating ad hoc analyses
Management Reporting
One of the great advantages of having a centralized repository holding so much information about your customers and your sales is the ability to produce useful and effective reports. Here are a few examples of the types of information that can easily be extracted:
Sales information - broken down by sales staff, or month, or sales status, or marketing campaign Return on Investment for marketing strategies Customer extracts - for example, all customers with opportunities in a particular status Workloads - who is dealing with the bulk of your work Project management - what stage is your project at? What tasks are complete or overdue?
Intelligent Data means better Decisions
CRM system places management information at your fingertips, equipping you to take informed decisions for your business. Advanced Analytic and Business Intelligence Capabilities Turn Data into Actionable Insight
Drive more-informed decisions at all levels. Convert insight into action via interactive dashboards. Identify key business trends. Deepen business insight with custom reports Compare business performance over time via built-in data warehouse.
Real-Time & Historic Analytics
Features Snapshots comparing business performance over time Dozens of pre-built reports, easy to build custom reports Benefits Drive corporate objectives with quantified business data Make better decisions based on full context and real insight Deepen business insight with custom reports
Analytic Capabilities
Analytic capabilities provide the ability to track every marketing dollar to specific revenue outcomes.: Easily quantify leads generated Gain real-time insight to campaign performance Associate responses to sales opportunities Analyze campaign effectiveness and response
Oracle CRM Summary
Oracle CRM Summary What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting
Oracle Marketing Overview
Oracle Marketing Overview
Objectives: Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts
Marketing Product Overview
Objectives
After completing this lesson, you should be able to do the following: Identify marketing challenges Define marketing goals Explain the Oracle Marketing solution Describe how Oracle Marketing fits in the E-Business Suite List the benefits of using Oracle Marketing Describe the main features and functions of Oracle Marketing Identify the integration points for Oracle Marketing
Marketing Challenges
Customer Insight Precision Targeting Information Accuracy
Shorter Cycle Times Resource Constraints Process Coordination
Analysis Consistent Messaging Optimal Collateral Use Multiple Channels
Planning
Execution Results Capture Cost Control Performance Management
Marketing Goals
Drive Revenues
Identify the right customers Offer targeted promotions
Reduce time to market

Automate standard business flows Integrate marketing, sales, and financial processes
Optimize channel usage

Deliver consistent messages Allocate leads to best channel
Oracle Marketing Solution

Data Mining Analytics Consistent Messages Multiple Marketing Channels E-mail Web Direct Phone Ads Prospects
Customer Information Marketing Needs
Analyze
Plan
Target
Execute
Monitor
Workflow-based process automation Responses Leads Sales
Inventory
Financials
Sales
Pricing
Fulfillment
Where it Fits in the E-Business Suite
Oracle Marketing
Single Customer Data Model
Business Benefits
Create and manage demand Improve customer profitability Keep marketing aligned with other segments of the enterprise Measure marketing performance Understand the competitive landscape
Features and Functions
The key features and functions of Oracle Marketing include: Campaign planning and execution Segmentation and List Management Predictive Modeling and Scoring Web Marketing Budget and Cost Management Promotion Management Product and Pricing Management
Features and Functions
The key features and functions of Oracle Marketing include: Deliverable and Message Management Event Logistics Management Response Management Analysis and Reporting Leads Management Marketing to Partners Robust Security
Integration Points
Sales Telesales Scripting Proposals Leads General Ledger Human Resources Partner Management Territory Manager Advanced Outbound Oracle Marketing
iStore PLM/Inventory Content Manager Advanced Pricing Quoting/Order Mgt Discoverer Data Mining/OP Interaction History One-to-One Fulfillment
Trade Management
Review Question
What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get realtime, accurate information? A. End-to-End Process Automation B. Single Customer Data Model C. Diverse Architecture
Answer to Review Question
What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get realtime, accurate information? A. End-to-End Process Automation B. Single Customer Data Model C. Diverse Architecture
Review Question
Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. Oracle Content Manager B. Oracle One-to-One Fulfillment C. Oracle Scripting
Answer to Review Question
Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. Oracle Content Manager B. Oracle One-to-One Fulfillment C. Oracle Scripting
Objectives
After completing this lesson, you should be able to do the following: Identify marketing challenges Define marketing goals Explain the Oracle Marketing solution Describe how Oracle Marketing fits in the E-Business Suite List the benefits of using Oracle Marketing Describe the main features and functions of Oracle Marketing Identify the integration points for Oracle Marketing
Marketing Campaigns
Objectives
After completing this lesson, you should be able to do the following: Define Marketing Campaigns Implement Campaign Users Create a Campaign Template Describe the Campaign Approval process Set up Marketing Mediums Set up rules and security for Campaigns
What are Marketing Campaigns?
Campaigns are planning objects in Marketing Each campaign contains a set of campaign activities Custom setups can be used to configure campaigns for different activities and channels Out-of-the-box key metrics are available for campaign tracking Monitors can be configured and associated to automate complex multistage campaigns based on a condition or time
Campaigns in the Objects Hierarchy
Program
Campaign1
Campaign2
Campaign3
Campaign Activity1
Campaign Activity2
Campaign Activity3
Campaign Activity4
Implementing Campaign Users
Depending on the job functions, assign one or both of the following responsibilities to a Campaign user: Marketing User
Creates campaigns, activities, programs, budgets and budget security Provides access to the Campaign Workbench
Marketing Administrator
Performs all functions of the Marketing User, as well as administrative privileges Ability to navigate from the Campaign Workbench to the Audience Workbench through links
Campaign Components
Geography
To indicate the location where a campaign will execute
Products
To associate a product or product family
Costs, Revenues, and Metrics

Seeded metrics are automatically available for a campaign Metrics from associated activities roll up to a campaign
Campaign Components
Deliverables
Electronic deliverables are stored in Oracle Content Manager repository Physical deliverables are stored manually as Inventory items
Budgets
Source funds for a Campaign Enter an initial estimate Make a budget request
Monitors
Automatically execute activities based on dates or specific conditions
Campaigns at Work
Scenario: Vision Enterprises finds that sales of its laser printers are dipping in Western region. It plans to launch a series of activities as part of a focused campaign to promote the product. It also plans another campaign to follow up with surveys and calls to its new laser printer customers.
Campaigns at Work
Campaign Westbound
Campaign Follow up
Sales Schedule
Print Schedule Telemarketing Schedule Web Ad E-mail Schedule
Dynamic Recommendation
Setting up Campaign Templates
A Campaign Template provides the framework to create campaigns Create a Campaign Template with the following information:
Name Campaign Type
Campaign Approval Process
New
Planned
Concept Approval
Budget Line Approval
Budget Approval
Active
Setting up Channels and Marketing Mediums
Marketing mediums are used within the execution of campaign activities Marketing Mediums are associated to specific Marketing Channels The Process flow is as follows:
Determine business requirements Create a marketing medium Associate the marketing medium to a specific channel Create a campaign Create a campaign activity Include the marketing channel and medium as part of the campaign activity
Setting up Categories
Categories are used: To group objects As selection and search criteria to locate objects To impose business rules In the following marketing functional areas:
Deliverables Metrics Events Budgets Approval Rules
Setting up Geography
Define Geography Location Type

Up to eight levels can be set up
Define Geographic Areas for the locations

Select Parent Geographic Area Select a Type for the child area
Setting up Monitors
Monitors enable you to automatically execute activities on marketing initiatives when specific business situations arise Set up Monitors based on:
Metric values of a single initiative Metric values of two initiatives Metric values of a custom query
Implementing Campaign Security
Team Security Oracle Content Manager Security
Summary
After completing this lesson, you should be able to do the following: Define Marketing Campaigns Implement Campaign Users Create a Campaign Template Describe the Campaign Approval process Set up Marketing Mediums Set up rules and security for Campaigns
Campaign Execution
Objectives
After completing this lesson, you should be able to do the following: Perform pre-campaign analysis using the Campaign Workbench Place an activity in the objects hierarchy Describe a Campaign Activity Identify Activity Channels and Purposes Define an Activity Template Describe the Campaign Activity creation flow
Campaign Workbench
From the Campaign Workbench, a marketer can: Setup activity templates Perform pre-campaign analysis Perform channel, media, and audience planning Quickly design and execute marketing and sales activities Track, review, and analyze marketing activities
Tools for Pre-Campaign Analysis
Campaign Dashboard Activities Gantt Chart Activities List Campaign Hierarchy View
Campaign Dashboard Elements
Campaign Effectiveness bin

Review key campaign performance metrics
My Recent Activities bin

View your recently updated activities
Active Activities by Channel chart

Visual representing the percentage of activities executed via each channel
Shortcuts
Links to specific marketing and administrative functions
Activities Gantt Chart
Gantt charts help to provide answers to such questions as: Are we targeting the same set of prospects with many offers in the same time period? Are we sending two emails to the same segment for the same product at the same time?
Activities Gantt Chart
Gantt charts help review timelines for existing Campaign Activities. Activities retrieved for review are based on specified search criteria. These can include:
Channel of execution Segment targeted Product promoted Status of the Campaign Activities
Activities List
The Activities List functionality provides a list of existing Campaign Activities. The following seeded searches can be used to search for activities:
My Activities All Activities
Users can create personalized searches. The list of activities can be viewed as a sorted set of activities. For each activity in the list, activity reports can be viewed by drilling down using the Reports icon.
Campaign Hierarchy View
The Campaign Hierarchy View functionality can be used to: Review existing campaigns View Campaign Activities associated to a campaign in a hierarchical view Drill down to view activity details Create activities Copy activities Drill down to view activity reports
Campaign Execution
A Campaign is executed through Campaign Activities. A Campaign Activity is associated with an Activity Template. A Campaign Activity may be associated with a Purpose. A Campaign Activity is executed via a channel. Campaign Activity security is inherited from the parent campaign.
Activities in the Objects Hierarchy
Program
Campaign1
Campaign2
Campaign3
Email Campaign Activity
Print Campaign Activity
Call Campaign Activity
Advertising Campaign Activity
Activity Templates
An Activity Template provides the framework for a Campaign Activity. It is associated with:
Channel of execution one seeded template for each channel Activity Purpose Default List Templates Activity planning requirements Approval requirements
Campaign Activity Purposes
Marketers may choose from the following seeded purposes: Cross Sell Up Sell Customer Acquisition Customer Retention Lead Maturation
Campaign Activity Channels
Campaign Activities are executed through different channels.
E-Mail
Fax
Direct Mail - Print
Web
Telemarketing
Advertisement
Activity Creation and Planning
Create Activity
Associate Products/ Offers
Select Target Group
Update Tracking Setup
Associate Supporting Content
Associate Outbound Collateral
Associate Notes
Submit for Approval
Basic Activity Creation
Attributes to set for a Campaign Activity: Activity Template Purpose Parent Campaign Launch and End Dates Repeating Option
Summary
You should be able to do the following: Perform pre-campaign analysis using the Campaign Workbench Place an activity in the objects hierarchy Describe a Campaign Activity Identify Activity Channels and Purposes Define an Activity Template Describe the Campaign Activity creation flow
Implementing Fulfillment of Marketing objects
Objectives
After completing this lesson, you should be able to do the following: Identify the integration points for an e-mail survey Describe a Content Type, Cover Letter, and Query Explain Marketing/One-to-One Fulfillment integration Explain Marketing/Scripting integration Identify the steps for an e-mail-to-survey flow Create an e-mail activity Set repeating options for an e-mail activity Identify and describe the steps needed to create a Direct Mail Print campaign activity
Business Scenario and Solution
Scenario: The Marketing team wants to collect information on the usage and satisfaction rates of new customers using e-mail surveys. After waiting six weeks, the team wants to send out a direct mail with support and upgrade options to all the non-fatigued responders of the satisfaction survey. Solution: Provide the ability to collect data by using satisfaction surveys and product questionnaires, and generate in-house print campaigns to support direct mail channel execution. Preview fatigue to ensure contact with most of the responders.
Integration Points
For fulfillment, Oracle Marketing integrates with: Oracle Content Manager Oracle Scripting Oracle One-to-One Fulfillment
Setting Up Collateral Content
Marketing collateral content consists of: Fulfillment Queries

SQL statements that retrieve data from a database Personalization tags used to merge retrieved data into cover letters
Content Types
Provide a framework for cover letters Can be reused to create cover letters
Cover Letters
The actual outbound content for an activity Contain various content blocks defined by the associated content type
Fulfillment Queries
Administrator Creates a Query
Query is associated to a template
Cover letter is created based on the template
How Fulfillment Queries are Used
Cover letter is associated to an e-mail activity
Fulfillment Query is executed Activity executes
Query retrieves data from the database
The Mail is merged
A personalized e-mail goes out to customers
Setting Up Content Types
3 Specify Attributes for Content Type
Enter Basic Content Type Details
Map Content Type to Channel
4 Map Stylesheet to Content Type
5 Activate Content Type
Cover Letters
Represents the actual outbound content Content is dependent on the associated Content Type attribute Stored in the (OCM) repository Must be approved in OCM before marketers can use them with a campaign activity
If a cover letter is created within Marketing, it is submitted for approval and later approved in OCM
Can contain Click-Through Destinations (CTD) for the e-mail channel
Marketing Scripting Integration
Scripts
help marketers interact with customers and prospects. help in consistent communication through guided interactions. Enable personalized interactions with customers.
Scripts are enabled in Marketing via CTDs. Seeded scripts are available for Marketing. Interaction data is available for analysis via activity operational reports.
Marketing Scripting Integration
Script Author Adapt seeded script or author a new one Deploy script to the database
Marketing Manager
Customer
Link script to campaign activity Execute campaign activity Respond to campaign activity Interact with script
Review activity reports
Marketing Fulfillment Integration
Provides Marketing with a mechanism for managing fulfillment of direct marketing e-mail, print, and fax campaign activities A Fulfillment Server processes Marketing requests by:
Identifying the server, content, and channel Compiling the personalized content Determining recipients of e-mail, fax, or print mail Determining recipients and fulfilling collateral Sending print documents to an in-house printer (or sending out the email or fax to customers) Updating Fulfillment History and Interaction History
Marketing Fulfillment Integration
Marketing
Fulfillment API
Advanced Queue Request processed
Request sent
Request sent to media enablers Fulfillment Server Fulfillment media
E-mail, fax, or print mail goes out Customers
E-mail to Survey Flow
Create e-mail activity
Set repeating option
Create /associate cover letter
Enable Web script
Activate campaign
Review survey responses
Creating an E-mail Activity
To create an e-mail activity: 1. Navigate to the Campaign Workbench, select the Email template, and enter relevant attributes 2. Optionally, select a purpose
As the e-mail campaign is the mechanism for sending out a survey to new customers, the purpose Customer Retention may be selected
3. Associate the activity to a parent campaign

Enables metrics rollup for reporting and analysis
Setting Repeating Options
Repeating options enable planning and setting up of activities once, but activities repeat at a specified frequency. Metrics generated from activity iterations are tracked at the parent campaign level.
Associating Products
The product for the survey is associated to the activity. The target product is associated to the activity from the Offering mid tab. A product must be associated to the parent campaign for it to be available for association to a campaign activity.
Creating a Target Group for the E-mail Activity
The target group for the e-mail activity is a segment consisting of new customers. Segmentation conditions are set up in the Target Group mid tab. The List is generated in the Full Refresh mode.
Associating Collateral Content
E-mail cover letters are the collateral associated with e-mail activities. Cover letters are stored in the OCM repository. Access to OCM folders is needed to be able to select live and approved content. Cover letter components depend on the associated Content Type, and may include header block, body, content block, and footer block. Necessary query tags can be inserted for mail merge in the email body. A CTD must be defined to associate the survey script to an e-mail activity.
Specifying CTD for a Survey
The e-mail body includes a hyperlink, inviting the customer to take a survey. A survey is enabled by using the Go to Web Script CTD action and selecting from a list of deployed surveys. Customer interaction with the survey is tracked and reported via activity operational reports.
Submitting an Activity for Approval
When an e-mail activity is submitted for approval, notifications are sent to approvers.
Notification Sent
Approves
E-mail Activity
Approver
E-mail and Survey Reports
Reports for tracking and analysis provide information on: Performance metrics Web specific details
Includes activity repeating details
CTD analysis
If the option to track CTDs is enabled
Offer Utilization Report

Drill down to view the product associated
What are Fatigue Rules?
Fatigue rules prevent marketers from over-contacting customers. They define maximum permissible contacts within a specified time period. Two types of fatigue rules can be defined:
Global Channel specific
Fatigue rules are applied when the target group for a campaign activity is generated.
Fatigued customers are suppressed from the target list.
Applying Fatigue Rules
Marketers can: Preview activity-level fatigue

To determine if an optimum number of customers are available for targeting Drill down to view fatiguing activities
Override Fatigue Rules

Not all communication is fatiguing Not all communication is optional
Track fatigue for a campaign activity

To track each contact for every customer in the target group Record the date and channel of contact
Fatigue Rules Execution
For activation date, look up fatigue count for eligible target group entries
Execute activity for non fatigued customers
Apply Fatigue Rule
Increment contact count for each contacted customer
Remove fatigued customers
Previewing Fatigue
The Preview Fatigue functionality provides information on the total number of customers available to market to and the total number of fatigued customers for a date range. Fatigue counts are tracked for target group members of currently queued activities. Projected counts can be used to adjust the activity start date, and optimize targeting.
Follow Up Print Mail Flow

Create Print Activity Create target group of responders Preview fatigue and adjust activity dates
Create PDF/RTF content
Activate campaign
Creating a Direct Mail Print Activity
To create a Direct Mail Print Activity: 1. Select Activities in the Campaign Dashboard 2. Select Create Activity in the Activities Window 3. Select the Print Direct Mail Template 4. Enter the relevant attributes 5. Associate the activity to a parent campaign 6. Enter activity dates
Creating a Target Group for the Print Activity
The target group is a segment consisting of responders to an earlier e-mail survey The segmentation conditions are available in the Target Group mid tab The List is generated in the Full Refresh mode
Associating Collateral Content
Print content is stored in the OCM repository. Access to OCM folders is needed to be able to select live and approved content. A Content Type for the Print channel must be selected to search or create Print collateral. Cover letters for the Print channel may be PDF or RTF files. Necessary query tags may be inserted as merge fields in the PDF/RTF documents. Recipient information may be downloaded to .csv files for printing labels.
Setting Up Printing
Print Servers and Printers are set up in Oracle One-to-One Fulfillment. Print Servers are configured for: Right Fax printing High Quality Printing using Pasta Printers Print Servers are associated with the Fulfillment Server. Printers and Captaris Right Fax are configured for fulfilling print and fax requests.
Submitting the Print Activity for Approval
When a Direct Mail Print Activity is submitted for approval, notifications are sent to approvers.
Notification Sent
Approves
Print Activity
Approver
Summary
You should be able to do the following: Identify the integration points for an e-mail survey Describe a Content Type, Cover Letter, and Query Explain Marketing/One-to-One Fulfillment integration Explain Marketing/Scripting integration Identify the steps for an e-mail-to-survey flow Create an e-mail activity Set repeating options for an e-mail activity Identify and describe the steps needed to create a Direct Mail Print campaign activity
Implementing a Telemarketing Campaign Activity
Objectives
After completing this lesson, you should be able to do the following: Identify the integration points for a telemarketing campaign Create a telemarketing campaign activity Define Marketing metric calculation types Associate metrics to a campaign activity Describe how a telemarketing activity is executed
Scenario: The Product Marketing team wants to leverage its telemarketing arm to promote laser printers and try to increase the cost effectiveness of its call blitzes. Solution: Enable the team to create a telemarketing activity, and associate the required metrics for tracking and analysis.
Telemarketing Activity Flow
Create telemarketing activity and associate target list
Associate tracking metrics
Activate campaign
Integration Points
For the telemarketing flow, Oracle Marketing integrates with: Oracle Content Manager Oracle TeleSales
Creating a Telemarketing Activity
To create a Telemarketing campaign activity: 1. Navigate to the Campaign Workbench 2. Select the Telemarketing template and enter relevant attributes 3. Associate the promotional product 4. Associate collaboration content that must go out to telesales agents 5. Associate Tracking Metrics 6. Submit the activity for approval
Defining Tracking Metrics
Metrics: Are measurements for tracking the effectiveness of marketing activities. May be associated with programs, campaigns, activities, events, and so on. Include both forecast and actual values. Are either manually input or automatically calculated. May be classified as:
Costs Revenues Metrics (responses, leads, opportunities, and so on)
Metrics are organized into hierarchies Summary within the same object Rollup across marketing objects
Summary Total Cost
Rollup Program
Total Indirect cost
Total Direct Cost Events Campaigns
Postage Cost
Creative Cost
campaign activity
A number of commonly used metrics for a marketing object are seeded and deployed via Metric Templates. Custom metrics can be created by administrators to meet specific business requirements. The Metrics Refresh process runs periodically to refresh forecast, actual, summary, and rollup metrics.
Metric Calculation Types
Manual
Both forecast and actual values are user inputs
Function
Receives actual values from a PL/SQL function
Summary
Receives forecast and actual values from lower level metrics in the summary hierarchy
Roll Up Helps evaluate marketing effectiveness Receives forecast and actual values from lower level marketing objects All child metrics must be in the same metric category cost, revenue, response, and so on Formula Helps measure the performance of marketing objects based on composite values Receives forecast and actual values based on metric formula definition
Control Group Analysis: Enables the creation of two child metrics for a summary metric. Enables lesser number of steps to set up metric infrastructure for Control Group Reporting. Identifies control and contact groups and calculates response rates for the metric.
Metrics Hierarchy An Example
Associating Metrics to an Activity
Metrics are associated using the Tracking mid tab of the Campaign Workbench. Costs, Revenues, or Metrics are the categories of metrics that can be associated with an activity . For each metric category, Hierarchy and Details are the available views. Seeded metrics are available based on metric templates associated with a specific marketing object.
Executing the Telemarketing Activity
Oracle Marketing integrates with Oracle TeleSales for the execution of a telemarketing activity. To assign lists to Telemarketing agents, campaign activities are assigned to specific resources in Oracle TeleSales.
Marketing Performance Analysis
Out-of-the-box reporting of key metrics is available from the Tracking mid tab which leverage data from the E-Business Suite, such as Responses, Leads, Orders, Revenues, and so on. Activity Operational Reports are available for the Telemarketing channel that report:
Performance metrics Channel-specific information, such as those related to outbound content
Summary
You should be able to do the following: Identify the integration points for a telemarketing campaign Create a telemarketing campaign activity Define Marketing metric calculation types Associate metrics to a campaign activity Describe how a telemarketing activity is executed
Planning and Executing Marketing Events
Objectives
After completing this lesson, you should be able to do the following: Define Marketing Events Describe the Events process flow Identify the activities in each phase of the Events flow Create Events and Event Schedules View Events related intelligence reports on the Home page
Scenario: The Marketing team wants to conduct road shows in the West Coast region to create awareness about Laser Printers as a support to the Sales initiatives planned for the region. Solution: Enable marketers to invite prospects to a product launch. The launch is planned for a specific venue. Invitees will be targeted via an invitation e-mail.
Integration Points
For an Events flow, Oracle Marketing integrates with: Oracle Content Manager Oracle Scripting Oracle Telesales Oracle One-to-One Fulfillment
What are Events?
Marketing activities such as trade shows, seminars, or product launches that take place in physical locations Can be stand-alone activities or part of a campaign Executed via Event Schedules across geographies
Product promotion event
San Francisco, USA
Paris, France
Chicago, USA
Events in the Objects Hierarchy
Road shows Event1
Location1 Event Schedule1 Location2 Event Schedule2 Event Schedule3 Seminar1 Event Schedule4 Seminar2
Program
Event2 Seminars
One-Off Event Campaign Activity of type Event
Campaign
The Events Process Flow
Planning an Event Create an Event Associate with Program (optional) Associate Product Identify Audience
Executing an Event Create an Event Schedule Setup Registration Specify Venue Define Agenda Identify Resources Generate Invite List Define Fulfillment Rules
Tracking an Event View Metrics View Dashboard View Roster
Define a Message Associate Budget

Associate Metrics Request Event Approval
Request Approval
Execute Invitations
Planning an Event
Create an event Based on the Setup Type selected, different attributes are available for the event Optionally, restrict access to the Event by marking it as Confidential Define if lead records must be created for attendees or registrants
Planning an Event
Associate a product or product family

Promote the product using the event Use the product for reporting Associate with event schedules
Associate a budget
Select the budget source Specify the initial estimate Budget approval comes from the budget owner
Define a message
To position a product
Planning an Event
Associate Costs, Revenues and Metrics

To track and measure event effectiveness
Associate event to a category

For reporting purposes Categories are created by administrators
Associate with a campaign

To promote the event Campaigns can have schedules of type Event
Submit event for approval

Goes through theme and budget approval
Executing an Event
Create Event Schedules

Events are executed via event schedules
Create event agenda tracks and sessions

Track view and date view available Create tracks and sessions for the different activities on the agenda
Identify event coordinators

Resources who may act as event hosts, speakers, and so on
Executing an Event
Set up registrations
For specifying enrollment duration, event capacity, over book details, wait list capacity, and product pricing
Specify the invitation list

Can be based on a List, Segment, Workbook, or SQL query List must be generated
Executing an Event
Specify venues
The physical location for an event Each venue may have multiple rooms Each room may be associated to a session Rates are quoted for each room Event planners use quoted rates to gauge forecasted costs for the event
Specify deliverables
Giveaways given to event participants
Executing an Event
Define fulfillment rules Seeded fulfillment actions include:

Invitation Registration Confirmation Registration Cancellation Wait List Confirmation Venue Change Event Date/Time Change Event Cancellation
Fulfillment rules set up at the event schedule level override general fulfillment rules Submit event schedule for approval
Executing an Event
Register participants
B2B and B2C members can be registered Information is available about venue, event capacity, and numbers for registered, waitlisted, and cancelled registrations
Tracking an Event
View the Roster

Provides a real-time view of the registration status for event schedules
View the Dashboard

Graphical representation of the roster Registrant information available by Source, Country, Industry, and Job
Following Up on an Event
Generate Leads
Attendees Registrants
Track the success of an event

View Marketing intelligence reports on the Home page
Summary
You should be able to do the following: Define Marketing Events Describe the Events process flow Identify the activities in each phase of the Events flow Create Events and Event Schedules View Events related intelligence reports on the Home page
Setting up Web ADI
Objectives
After completing this lesson, you should be able to do the following: Define Web ADI Create a customized Web ADI layout Implement Web ADI
Introduction to Web ADI
A tool to bring the Oracle E-Business Suite functionality to a spreadsheet Spreadsheet interface is useful when a marketing campaign comprises multiple campaign activities Campaign activity data can be exported to seeded Web ADI layouts and accessed externally for analysis
Seeded Web ADI Layouts
Activity Import Activity Update Schedule Media Planner
Custom Web ADI Layouts
Create a custom Web ADI layout using the following steps: Copy a Seeded Layout Customize the copy Save the copy as a new layout
Implementing Web ADI
Use the seeded menu AMS Web ADI Related Functions To enable Web ADI for Marketing, enable the Grant flag for the menu and place it in a custom menu for Marketing. The Web ADI menu contains the following functions:
Desktop Integrator - Define Layout Marketing Activity - Export Integrators Marketing Activity - Import Integrator
Summary
You should be able to do the following: Define Web ADI Create a customized Web ADI layout Implement Web ADI
Setting up Common Components
Objectives
After completing this lesson, you should be able to perform a variety of administrative and custom setups common to the entire Marketing application.
Introduction
This lesson discusses the administration of the following setup groups: Common Component Profiles Custom Setups Concurrent Programs Marketing Responsibilities
Common Component Profiles
Profile options for common components Depending on the common component, system profiles can be set at the site, application, responsibility, or user level Classified as mandatory or optional depending on the administrative action
What are Custom Setups?
Custom Setups: Determine how organizations use marketing objects. Customize side navigation menus based on object-specific needs.
Creating a Custom Setup
Steps to create a custom setup: 1. Associate the setup to a marketing object 2. Select Activity Type and Activity 3. Make the setup available for selection while creating a marketing object 4. Allow Essential and Optional Grouping to enable navigation menu options 5. Set the source code suffix 6. Configure setup details
Implementing Marketing Responsibilities
Seeded Marketing Responsibilities: Marketing User Marketing Administrator
Concurrent Programs
AMS: Group Access Refresh AMS: Team Access Refresh AMS: Portal Cache Daemon Loaded Geographic Hierarchies AMS: Load Inventory Categories
Summary
You should be able to perform a variety of administrative and custom setups common to the entire Marketing application.
Implementing Prerequisite Components
Objectives
After completing this lesson, you should be able to do the following: Identify the mandatory and conditional dependencies for Oracle Marketing Identify the optional integrations for Oracle Marketing
Introduction
This lesson discusses the prerequisite mandatory and optional setups that must be implemented before implementing Oracle Marketing. Based on these dependencies, Oracle Marketing contains defaults and seed data that provide for an implementation with limited customization, configuration, and post-installation procedures.
Mandatory Dependencies
Mandatory dependencies are Oracle applications and modules that provide underlying infrastructure and support to Oracle Marketing. For each dependency, the basic functions needed for Oracle Marketing must be set up before implementing Oracle Marketing.
Oracle CRM Application Foundation
Oracle One-to-One Fulfillment

Oracle Applications Object Library Oracle General Ledger Oracle Marketing
Marketing Calendar
Oracle Human Resources Oracle Inventory Oracle TCA Product Lifecycle Management
Oracle Content Manager
CRM Application Foundation
Provides a common infrastructure to ensure that applications interact with key business objects in a consistent manner. The components include: Resource Manager
To create resources, groups, roles, role types, and Employee Import
Task Manager
To create, assign, manage, sort, and prioritize tasks
Interaction History
The central repository for capturing and accessing all customer interaction data
One-to-One Fulfillment
Supports high volume electronic fulfillment of documents for email, fax, and print activities The following conditions must be met:
Fulfillment Server is created Fulfillment Group is created JTF Fulfillment Admin role is assigned to the Implementer AMS: Enable Fulfillment is set to Yes
Applications Object Library
Enables multiple language and currency setup for the Oracle Marketing implementation Enables setting up of users and responsibilities When enabled, the set of languages and currencies to be used can be determined
General Ledger (GL)
Provides basic accounting information for Oracle Marketing At least one organization and associated set of books must be created in GL To implement GL, the following must be set up:
Accounting Calendar Types Accounting Calendar Currencies Currency Conversion Rates Currency Conversion Rate Types Set of Books
Setting Up the Marketing Calendar
The Marketing Calendar is a generic calendar available to all Marketing users Displays marketing objects based on statuses and time ranges Different views are available to users Needs to be centrally setup by
Assigning usage to Resource Group Selecting Calendar display parameters Running concurrent program for Calendar Configuring User Profiles
Appropriate Accounting Calendar for the profile AMS: Marketing Calendar must be selected
Human Resources (HRMS)
HRMS setups to be performed include: Determining the HRMS navigation path Creating lookup values for organization type Creating locations Creating business groups Creating organizations Assigning security profile Adding a legal entity, operating unit, and HR organization Creating a business unit Assigning multi-org responsibilities
Creating the Implementation User
To create Marketing users: 1. Create the employee 2. Define a user by adding responsibilities 3. Set the default application and responsibility 4. Import the employee 5. Grant access to Audience and Administration tabs 6. Update group access 7. Run the concurrent program AMS: Group Access Refresh
Oracle Inventory
Serves as the repository for product items in Oracle Marketing Items reside in MTL_SYSTEM_ITEMS table Requires one inventory organization to be identified the default is Master Inventory Organization The two types of Inventory products are:
Inventory Items tangible items such as books or computers Service Items warranties, subscriptions, and contracts
Oracle Trading Community Architecture (TCA)
Serves as the single repository for all data about organizations, customers, contacts, partners, vendors, and relationships Helps in creating lists and consistent delivery of messages across all channels
Product Lifecycle Management (PLM)
Oracle Marketing uses PLM for product cataloging and management. PLMs single product hierarchy model provides an efficient and reusable catalog and product management system.
Setting up the Product Catalog Create Product Category Create Product Catalog Add Product Categories to Catalog
Add Marketing Attributes
Map Categories
Run Concurrent Program
Oracle Content Manager (OCM)
Serves as the central repository for managing content types Before creating the OCM directories, create a default directory by setting the OCM profile IBC: Default Home Folder To integrate OCM and Marketing:
Create OCM directories Grant directory privileges to users and groups Setup approvals
Conditional Dependencies
The following Marketing and Partnering applications may be optionally implemented: Oracle Trade Management: To automate and track funds management and promotional spending Oracle Partner Management: To manage leads and track and share opportunities with partners Oracle Leads Management: To automate and optimize prospect-tosales conversion of leads across the enterprise Oracle Territory Manager Provides infrastructure to define territories
Web ADI To complete E-Business Suite tasks such as familiar data entry and modeling techniques using a spreadsheet Oracle Receivables - Records tax options and address validation information for customers
Optional Integrations
Optionally, Oracle Marketing can be integrated with the following applications to extend its functionality: Oracle Data Mining Oracle Sales Oracle Telesales Oracle Interaction Center Oracle iStore Oracle Scripting Oracle Discoverer
Summary
You should be able to do the following: Identify the mandatory and conditional dependencies for Oracle Marketing Identify the optional integrations for Oracle Marketing
Implementing Web Advertisements
Objectives
After completing this lesson, you should be able to do the following: Define Web Marketing concepts Set Up Web Placements Create a Web Campaign Activity Use Web Channel Reports
What is Web Marketing?
Marketing campaigns that result in content being displayed on a Web page In Oracle Marketing, these are campaign activities created for the Web channel Web Marketing logic includes:
Which activities to run and in what order What content will the activity render What actions result when a Web visitor clicks the content
Web Marketing Roles
Two logical roles associated with Web Marketing: Website manager

To set up and administer the Web site To define the Web activity area
Marketer
To create Web campaign activities To specify which activity renders content on which Web site
The seeded Oracle Marketing Super User responsibility allows users to create activities from the Campaign Workbench
Web Marketing Concepts
Application - the target Website Web Placement - where content is displayed Content - rendered text or image
Content Type Content Item Content Group Style Sheet
Click-Through Destinations (CTD) - to define click-through action
Integration Points
For Web Marketing, Oracle Marketing integrates with: Oracle Content Manager Oracle iStore Oracle Product Life Cycle Management
Scenario: The corporate marketing team has determined that many ink jet printer owners are ready to upgrade from the 5-year-old ink jet model. Solution: Marketers deploy Web campaigns to up sell laser printers to its ink jet customers.
Web Campaign Process
Activate Placement
Activate Activity
Create Web Placement
Create Web activity and associate to Placement
Content is rendered on Website
Web Placement
Is an area defined on a Website to display the content returned when a Web activity executes Is set up by an administrator or Website manager Many Web activities can be associated to individual placements
Only one activity can actually run in a Placement at any given time Schedule to run a Web activity may be defined using either Random or Ordered methods Only approved activities can run in a placement
Web Placement
Content Types define what content will be rendered in a Placement

Multiple Content Types may be associated with a Placement
Style Sheets define how content will be rendered in a Placement

A specific style sheet is associated for each Content Type
Default content can be specified
Setting Up Placements
To set up placements: 1. Define the Content Types for Placements 2. Select the target location 3. Select display method 4. Set Auto Publish on or off 5. Select default content 6. Save and change its status to Active
Web Ad Flow
Create Web Ad Activity
Create Target Segment
Select Content and Specify CTD
Activate Activity in Placement
Display Ad on iStore
Steps to Complete the Flow
Steps to create a Web Ad Campaign activity: 1. Create an activity using the Web Ad template. 2. Associate the product to be promoted. 3. Create the target group. 4. Associate the Web Ad to a Placement. 5. Specify the CTD. 6. Submit the activity for approval. 7. Review reports after the activity executes.
Creating a Web Ad activity
To create a Web activity: 1. Navigate to the Campaign Workbench 2. Select the Web Ad template 3. Optionally, select a Purpose 4. Select parent campaign 5. Select Launch and End dates 6. Set other optional attributes as required
Associating Products
The product: Is associated from the Offering mid tab Should have been associated to the parent campaign Provides the context for CTD definition
Associating a Web Ad to Placements
To associate a Web Ad to a placement: 1. Select the Application 2. Select a Placement 3. Enter a Title 4. Select the Content Item
Content may also be uploaded at the time of activity creation
5. Specify Click-through details

Specify Action Specify Action Details
Creating a Target Group
A target group is created to define the audience for the Web activity To create the target group, use the Advanced option
List is based on existing lists, segments, Workbooks, Imported lists, or Custom SQL
List Actions available are Include, Exclude, and Intersect - the first association must be Include If needed, List Options may be specified After specifying target group requirements, it must be generated If necessary, List entries may be updated
Submitting the Activity for Approval
When a Web activity is submitted for approval, notifications are sent to approvers.
Notification Sent
Approves
Web Activity
Approver
Web Activity Reports
Reports available for tracking and analysis include information on: Performance metrics Web channel specific details Click-through destination analysis
Summary
You should be able to do the following: Define Web Marketing concepts Set Up Web Placements Create a Web Campaign Activity Use Web Channel Reports
Implementing and Using Home Page Bins, Reports, and Charts
Objectives
After completing this lesson, you should be able to: Identify the functional requirements that the business intelligence module meets Identify and perform the implementation steps needed to enable Marketing Business Intelligence
Marketing Business Intelligence
Provides a set of reports to enable marketing professionals to make decisions throughout the marketing cycle Provides visibility through various reports to key areas, such as campaign effectiveness, events effectiveness, marketing activities, lead quality, lead to opportunity, and so on Two types of reports are available:
Marketing Intelligence reports Leads Intelligence reports
Marketing Business Intelligence
Displayed as bins, reports, and charts on the Marketing Home page

The bins, reports, and charts displayed can be personalized using Oracle Applications Framework (OAF). They contain summary information about key marketing activities. Each bin, report, and chart has configurable parameters. Links are available for recently accessed campaigns and events.
Marketing Intelligence Security
Utilizes the Oracle Marketing Security Model For Marketing Intelligence

Members of the Oracle Marketing Administration group can access all the Marketing reports Non-members of this group can view reports for all the Marketing objects to which they have access
For Leads Intelligence

Sales group managers and administrators can access the Leads intelligence reports corresponding to their group
Home Page Bins, Reports, and Charts
Implementation Steps
Step 5
Define Exchange Rates Step 6 Load Marketing Facts for a First Time Build Step 7 Create Initial Build of Materialized Views
Step 1 Set System Profiles Step 2 Define Marketing Calendar Periods Step 3 Verify/Create Lookups Step 4 Associate Home Page Components
Step 9 Refresh Materialized Views for Initial Load Step 10 Refresh Materialized Views for Daily Refresh
Step 8 Load Marketing Facts from a Previous Refresh Date
Step 1: Setting System Profiles
BIM: Month Period Type

Set to Yes at System Level to select the Month Period Type corresponding to the Marketing Calendar
BIM: Quarter Period Type

Set to Yes at System Level to select the Quarter Period Type corresponding to the Marketing Calendar
BIM: Year Period Type

Set to Yes at System Level to select the Year Period Type corresponding to the Marketing Calendar
Step 2: Defining Marketing Calendar Periods
Marketing calendar periods are defined for the fiscal year containing the date two years prior to the start date The Start Date is the first date for which data in the Bins, Reports, and Charts must be displayed Month, Quarter, and Year periods are defined
Step 3: Verifying/Creating Lookups
Verify the key values for the following lookups:

AGGREGATE_BY AMS_YEARS AMS_QUARTERS
If using the Web response interface public APIs, verify or enter the key values for the following lookups:
AMS_RESP_ REJECT_REASON AMS_RESP_ GRADE
Step 4: Associating Home Page Components
Configure the components that users see on the Home page when they log into Oracle Marketing Multiple components can be associated to a responsibility Multiple responsibilities can be associated to a component
Step 5: Defining Exchange Rates
Exchange rates must be defined between the transaction currency and the default currency Rates between the currencies must be defined from the date the transactions will be loaded
Exchange
Rates
Step 6: Loading Marketing Facts for a First Time Build

Execute this Request Set only for the first time load The Request Set for a first time load consists of several concurrent programs :
BIM: Truncate all Facts to remove previously loaded data in its entirety BIM: Load Marketing Facts for the First Time to load campaign, event, and budget data
Step 7: Creating Initial Build of Materialized Views

Execute the Request Set only once, for the first time To prepare the pre-built tables for all materialized views Do not run for subsequent loads
Step 8: Loading Marketing Facts from a Previous Refresh Date

The Request Set will load all the marketing facts from the previous refresh date The Request Set should be run only once every day The Request Set must be run each time facts are loaded or refreshed
Step 9: Refreshing Materialized Views
The Request Set used is:

BIM: Refresh Materialized Views BIM: Refresh Materialized Views - Leads Intelligence
The materialized views are built for Campaigns, Events, Budgets, Key Performance Indicators and Marketing Activities The Request Set must be run only after the facts are loaded The Request Set must be run each time facts are loaded or refreshed
Step 10: Refreshing Materialized Views for Daily Refresh

The Request Set must be run each time facts are loaded or refreshed
Refresh Materialized Views Refresh Materialized Views - Leads Intelligence
Summary
You should be able to: Identify the functional requirements that the business intelligence module meets Identify and perform the implementation steps needed to enable Marketing Business Intelligence
Oracle Marketing Summary
Oracle Marketing Summary Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts
Oracle Sales Overview
Oracle Sales Overview

Objectives: Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports
Overview of Lead to Order Process
Objectives
After completing this lesson, you should be able to:

Describe the E-Business Suite Associate job roles with the basic sales flow Describe customer types Describe the lead to order process
Marketing
Sales
Procurement Customers, Products, and Everything Else! Supply Chain
Service
Order Management
HR
Financials
Enterprise Roles in Sales Flow
Sales Manager
Sales Administrator
TeleSales Agent
Sales Representative
Two Types of Customer Relationships
Business-to-Business (B2B)
Business-to-Consumer (B2C)
Oracle Sales Flow
Sales Campaigns
Capture/ Convert Leads
Manage Opportunity
Create Forecast
Prepare Proposal
Prepare Quote
Place Order
Close Opportunity
Submit Forecast
Oracle Sales Flow: Sales Campaigns
Create Campaign Schedule
Tie Schedule to Marketing Campaign
Set Objective and Time Line
Set Selling Product
Find Target Customers
Associate Sales Kit
Launch Campaign Schedule
Follow-Up on Leads
Oracle Sales Flow: Capture/Convert Leads
Query or Create Leads
Update Lead Detail
Create Proposal
Review Products
Review Recent Opportunities
Select a Contact
Perform Customer Interaction
Determine Interest
Close or Convert to Opportunity
Oracle Sales Flow: Manage Opportunities
Opportunity
Update Opportunity Detail
Create Proposal
Contact Detail
Create Forecast
Add Product Info to Opportunity
Convert Opportunity to Quote
Oracle Sales Flow: Create Forecast
Group Potential Opptys
Review Forecastable Opptys
Update to Reflect Outcomes
Enter Budget and Revenue Values
Review Total Oppty Forecast
Update Product Category Forecast
Add Notes
Save Forecast
Oracle Sales Flow: Prepare Proposal
Enter Proposal Name
Select Due Date
Select Customer
Select Template Category
View /Compare Template Components
Select Template
Configure Proposal Details
Apply Changes to Proposal
Oracle Sales Flow: Prepare Quote
Configure Products for Quote
Cross-Sell /Up-Sell
Check Available to Promise
Price Quote
Manage Quote Approval
Present /Negotiate Quote
Customer Credit Check
Create Proposal
Determine Order Details
Maintain Customer Information
Convert Quote to Order
Oracle Sales Flow: Place Order
Add Products to Cart/Quote
Apply Pricing Adjustments
Enter Shipping Info
Enter Billing Info
View/Accept Terms & Conditions
Submit to Order Management
Oracle Sales Flow: Close Opportunity
Select Opportunity
Select Close Status
Save the Changes
Oracle Sales Flow: Submit Forecast
Submit Forecast
View Judgment
Summary
In this lesson, you should have learned how to: Describe the E-Business Suite Associate job roles with the basic sales flow Describe customer types Describe the lead to order process
Overview of Sales Products
Objectives
After completing this module, you should be able to: Describe Oracle Sales applications like:
Sales and TeleSales Quoting, Proposals Territory Manager, iStore, Sales Contracts Sales Supplements, Incentive Compensation Sales Offline and Sales for Handhelds
List key features and benefits in Oracle Sales List the mandatory dependencies in Oracle Sales Explain the components of the Sales Dashboard
Oracle Sales
Oracle Sales: Key Features
Business Activities
Customer Management
Competitor Tracking
Customer Analysis
Integrated Product Information
Multiple Operating Unit Access
Sales Team Management
Configurable Flexfields
Oracle Sales: Key Features
Managing Opportunity & Leads
Forecasting
Account Plans
Business Hierarchy
Sales Offline
Proposals & Quoting
Incentive Compensation
Sales Coach
Oracle Sales: Benefits
Maximum productivity due to reduced time demands for updates Sales Dashboard promotes data access Company-specific terminology visible Promotes user focus
Oracle TeleSales
Prospect or Customer
TeleSales Agent
eBusiness Center
Universal Work Queue
Oracle Quoting
Products
Terms
Quote Customer
Prices
Oracle Proposals
Generate dynamic proposals using templates.
Shorten sales cycle by reducing time needed to generate a proposal
Project a consistent high quality professional image
Automate proposal process and free representatives to work with customers
Oracle Territory Manager
Customers
Business Objects
Sales Team
Business Rules
Oracle Sales Contracts
Oracle Sales Contracts supports all the stages of a contract lifecycle including: Establish Contract Standards Author and Negotiate Contracts Approve and Sign Contracts Manage the Contract Lifecycle
Oracle iStore
Create and maintain sophisticated web stores. Leverage power of Oracle Database and fully integrate with other Oracle applications to provide a complete e-Commerce presence.
Web Customers
Oracle Database
Oracle Incentive Compensation
Eligible Events
Formula
Quotas
Payments
Oracle Sales Offline
Optimize sales time and give sales staff information quickly and easily Deliver disconnected laptop application Provide sales functionality with a simple and easy windows interface
Get better team selling when you integrate with online Oracle Sales Display conflict resolution and New Items screens Synchronize data
Oracle Sales for Handhelds
Key Features: Uses the HTML browser on the handheld device to provide real-time access to enterprise information. Leverages native Personal Information Management (PIM) applications available on handheld devices to manage appointments, contacts, and tasks. Provides contextual hyperlinks to real-time enterprise information within the note section of appointments and contacts. Outlook integration Alerts feature sends information about critical business events via SMS or e-mail.
Sales Dashboard
Provides access to various sales data and activities from a single location Displays an overview of your current sales efforts and business data with links to access detailed information The Dashboard displays information in the following areas:
Sales Funnel Latest Submitted Forecast Leads, Opportunities Proposals, Quotes Top Customers, Leads by Age
Cross-Sell/Up-Sell Campaigns
Oracle Sales depends on the following Oracle applications for many of its underlying functions: Oracle Applications Framework Oracle General Ledger Oracle Inventory Oracle Product Lifecycle Management Oracle Sales Daily Business Intelligence Oracle Trading Community Architecture Oracle CRM Application Foundation Oracle Common Application Calendar
Summary
In this module, you should have learned to:

Describe Oracle Sales applications like:
Sales and TeleSales Quoting, Proposals Territory Manager, iStore, Sales Contracts
Sales Supplements, Incentive Compensation

Sales Offline and Sales for Handhelds
List key features and benefits in Oracle Sales List the mandatory dependencies in Oracle Sales Explain the components of the Sales Dashboard
Sales Security
Objectives

Explain resources and roles Describe the use of resource groups Describe sales team security
What Are Resources?
Resources are defined as the employees and partners that are used by the different CRM components to accomplish business objectives.
Employees
Partners
What Is Resource Manager?
Import and View Resources Identify Resources as Salespeople
Assign Attributes to Resources Create Teams and Groups
Organize Team and Group Resources
Resource Manager Key Terms
Resource Manager
Role Type Role Role Attributes Sales Person Group Team
Define Role Types
Role type is a collection of roles associated with a particular module.
Sales
Telesales
Call Center
Define Roles
A role can encompass one or more job descriptions and job titles.
Sales Manager
Field Service Representative
Use roles to assign responsibilities to resources, resource groups, and resource teams.
Define Roles: Role Attributes
Each role is associated with one specific role attribute during role creation. This helps you group different roles together to define a resource reporting hierarchy.
Member
Lead
Manager
Admin
Create a Salesperson Automatically
When importing resources from Oracle HRMS to Resource Manager, create a salesperson automatically using either the Import Resources form or the Synchronize Employees concurrent program.
Import Resources
Oracle HRMS
Resource Manager
Create Salesperson Automatically
Create a Salesperson Manually
A salesperson is any person involved in the sale or support of products and services.
Imported Resources
Resource Category
Create New Salesperson

Resource Category
Employee(Form) Partner Party Supplier Contact
Other (Form) To Be Hired (Form)
Sales Number
Required Info.
CRM Resources
Salespeople
Create a Salesperson Manually: Roles and Groups Tabs

After assigning a sales number to a resource, enter additional information for this salesperson. Assign roles and groups as well as receivables information.
Role
Group
Receivables Information
Salesperson
Create a Salesperson Manually: Receivables Tab

Use Receivables tab to enter salesperson information:
Range of dates in which the salesperson is active Geo Override and Inside City Limits Sales Credit Type Accounting Flexfield Territory Flexfield
Receivables Information
Salesperson
User Responsibilities
Assign responsibilities to each user to control their access to various sales modules.
Sales User Sales Manager TeleSales Agent TeleSales Manager Oracle Sales Administrator
Modify Resource: Roles, Groups, and Teams Tabs

Import a resource into Resource Manager and then modify the resource by assigning appropriate roles, groups, teams or other resource attributes.
Role
Group
Team
Other Attributes
Define Resource Groups Overview
Resources can be organized into groups. The diagram below shows the relationship between each member role within a group.
Vision Model A Sales Group Role Type
Linda John Mark Carol Key Accounts West Group Sales Sales
Role
Role Attribute
Manager
Sales manager
Member Sales representative
Define Resource Groups
Member Details
Move Member
Member Roles
Resource Roles, Groups Roles, and Group Member Roles
Resource Roles
Roles Sales Manager Sales Representative Telesales Agent
Role Type Sales Sales Telesales
Group Roles Group Member Roles in the TeleSales Group
Sales Manager
Sales
Group Hierarchy
Helen Freeman
West Regional Sales group
Jeff Walsh
Sales group Pat Smith Product A group
Alex Brown Telesales group
Jim Breen Product B group
Jack William
Frank Nelson
Resource Teams Overview
Individual resource
Groups
Teams
Model B sales manager
New product development group New model development team
Model B support engineer
Define Resource Teams

Define a team in the Define Teams window and enter
General Information
Team Used in Application Areas
Team Members and Member Roles for Team
Team Roles
Sales Teams
A sales team is a group of sales users assigned to a customer, lead, or opportunity. Creator or owner of the record adds team members and designates read-only or full access Territory Assignment Program assigns team members automatically based on defined rules
Summary
You should have learned how to: Set up new users Assign users to resource groups Describe sales teams
Oracle Telesales
Objectives
After completing this module, you should be able to: Describe setups to make Oracle TeleSales and Oracle Sales interoperable Explain the differences between Oracle TeleSales and Oracle Sales Describe setting up Universal Work Queue Enable Interaction Tracking and Wrap-up
Oracle TeleSales
Prospect or Customer
TeleSales Agent
eBusiness Center
Universal Work Queue
Oracle Sales and Oracle TeleSales Interoperability
Sales
TeleSales
Profile Options
Profile Options
OS: Activate Sales Interoperability
Differences Between Oracle TeleSales and Oracle Sales
Sales Methodology Converting Leads to Opportunities Role and Address in Sales Team
Customer Sales Team Rolling Forecast Marketing Campaigns/Offers
Additional Differences Between Oracle TeleSales and Oracle Sales
Freeze Flag
Close Competitor and Comment Customer Budget and Status
End Customer and Address Projects and Decision Time Frame Accept or Reject Leads
Further Differences Between Oracle TeleSales and Oracle Sales
Concurrent Updates Attachments Incentive Compensation Field Sales Reports Access Lead and Opportunity Currency Account Plans and Strategic Information
Multi-Org Access
View quotes across all organizations Create quote for assigned organization Choose product and operating unit for a quote
Set Up Universal Work Queue
Set Basic Profile Options What nodes can you see? Rearrange node sequence Set up screen pop for telephony
Enable Interaction Tracking and Wrap-up
What activities to track Defaults Automatic Tracking Simultaneous Interactions Wrap-Up Outcomes
Summary
In this module, you should have learned how to: Set up Oracle TeleSales and Oracle Sales to be interoperable Explain the differences between Oracle TeleSales and Oracle Sales Configure Universal Work Queue for TeleSales Enable Interaction Tracking and Wrap-up
Lead Management
Objectives
After completing this lesson, you should be able to: Define Leads Management Identify Multiple Sources for Leads Set up the Interaction Mining Engine Explain how leads are qualified, ranked, and assigned Convert a lead to an opportunity
Define Leads Management
Sales Inquiry
Leads
Salesperson
Order
Quote
Opportunity
Leads from Multiple Sources
Oracle Scripting
Oracle iStore
Marketing Campaigns
Interactions
Telemarketing
Partner Referrals
Capturing and Cleansing Leads
Capturing and Cleansing Leads involves the following: Importing Leads Setting up Data Quality Management (DQM) Matching Rules Setting Profiles for the concurrent program Running the concurrent program Customer and Leads Data Quality
Import Lead Process
.csv File
Flat file
Use HTML Interface
Run the Concurrent Program
AS_IMPORT_INTERFACE
table
Import Sales Lead concurrent program
TCA Registry
Data Quality Management (DQM)
The Import Sales Lead concurrent program uses DQM to compare the imported data with the TCA registry for duplicates. Rule-based matching is performed using DQM. Rules used are dependent on the profiles set. If the imported record is not a duplicate, a new record is created in the TCA registry.
Setting Profiles for the Concurrent Program
The Import Sales Lead concurrent program uses the following profiles to select the rules to run and process leads: OS: Use DQM Rule code to match Party OS: Use DQM Rule code to match Person OS: Use DQM Rule code to match Contact OS: Default Resource ID Used for Sales Lead Assignment OS: Auto Assigning from Lead Import OS: Auto Ranking from Lead Import
Customer Data Quality
Imported Customer Record
Concurrent Program & DQM Rules
Search for a matching record
NO
TCA registry with the new record added
Is there a matching record?
TCA registry with records
Leads Data Quality
Deduplication Rule
Matches
records between
AS_IMPORT_INTERFACE table
AS_SALES_LEADS table
Unique Lead record added to AS_SALES_LEADS table
Interaction Mining Engine
Functioning of the Interaction Mining Engine Mining Behavior of the Engine Linking an Interaction with a Lead Linking an Interaction without a Lead Setting up Interaction Types Interaction Selection Rule Sets
Functioning of the Interaction Mining Engine
Provides the mechanism to mine and evaluate customer interactions and responses for sales follow up. Rules can be set up to determine the marketing interactions that must be evaluated to generate sales leads or to enhance the quality of existing leads. Uses:
Interaction Types and Scores Interaction Score Threshold (IST)
Mining Behavior of Engine
The Interaction Matching Engine is driven by a rule set that has an activation date range. The Run Interaction Matching Engine to Match or Create Leads concurrent program runs the Interaction Matching Engine at scheduled times. Based on the rule set, interactions are evaluated for their sales potential.
Linking Interactions to Existing Leads
When an interaction is captured for linking, the Interaction Matching Engine checks all the existing sales leads to match the interaction with a lead. The interaction is matched with leads based on the following criteria: Creation Date Range Lead Status B2B and B2C
Linking Interactions without Leads
A lead is generated if:

a matching lead is not found for an interaction and the interaction score is equal to or greater than the IST score
A lead is not created if:

the interaction score does not meet the IST the interaction is linked with other unique interactions for the same party.
All interactions used to generate a lead are appended to the lead.
Processing Leads
Three engines make up the Leads Processing Engine: Qualification Engine Rating Engine Channel Selection Engine
Each engine has the following components: Rule Set Details Rules Attributes
Lead Processing Engines
Qualification Engine A lead is qualified or disqualified. All qualified leads move to the Rating Engine. Rating Engine The Rating Engine ranks the leads based on their attributes, and assigns them ratings. The rating helps the sales representative decide the priority of a lead, and accordingly follow up with the lead. Channel Selection Engine The Channel Selection Engine distributes leads to the appropriate teams for follow up and action. Based on channel selection rules and the lead attributes, a lead is assigned to a channel.
Components of an Engine
Guards are used to group rule sets into domain-specific buckets such as product-specific, campaign-specific, and country-specific. Rules After the correct rule sets are selected using the guards, the rules within each rule set determines the conditions and action to be performed. Attributes of a lead are added to the rule.
Set Up Lead Qualification
The Qualification Engine determines whether enough information is provided for a sales representative to follow-up on a lead.
Manual Lead Qualification User selects qualified check box on lead in Oracle Telesales. System Lead Qualification
Application evaluates data and qualifies lead through leads qualification rule engine.
Set Up Lead Rating
Ratings are grades assigned to leads based on lead attributes and rating rules. When a lead is graded, you can prioritize your follow-up on the lead. Rating examples:
Hot, Medium, Cold Grades A, B, C
A lead graded Hot or A might be given top priority.
Set Up Channel Selection
Channels indicate the sales team that will manage a lead. Based on channel selection rules and the lead attributes, a lead is assigned to a channel. Channel examples:
Inside Sales, Direct Sales, Indirect Sales, Partner
Based on the channel assignment, the appropriate sales team manages the lead.
Set Up Lead Assignment
Assign a lead to a sales representative who will manage a lead.
Manual Lead Assignment User manually assigns appropriate resources to lead sales team. System Lead Assignment System assigns proper sales representative to assign leads.
Set Profiles for Automatic Lead Assignment
Set these profiles to automatically assign resources to a lead when a lead is created or updated: OS: Assign New Lead OS: Calendar Setting Required for Assignment OS: Default Lead Marketing Owner OS: Default Resource ID Used for Sales Lead Assignment OS: Sales Team Creator Keep Flag
Set Up Lead Statuses
Lead Status allows the implementer to choose if a status is used for leads or opportunities.
New
In Progress
Converted to Opportunity
Loss
Dead Lead
Convert Lead to Opportunity
Lead
Lead
Lead
Lead
Lead
Opportunity!
Summary
You should have learned how to: Define Leads Management Identify Multiple Sources for Leads Set up the Interaction Mining Engine Explain how leads are qualified, ranked, and assigned Convert a lead to an opportunity
Opportunity Management
Objectives

Define opportunity management and its functions Perform opportunity related setups Define the Sales Funnel on the Sales Dashboard Create an Opportunity View Opportunity History
Opportunity Management Overview
Sales Inquiry
Leads
Salesperson
Opportunity
Quote
Order
Product Hierarchy
Oracle Sales uses a product catalog common to all applications across the Oracle eBusiness Suite. Within the product catalog:
Create a product catalog hierarchy, assigning first level catalog categories as components. Within each component, assign categories and items.
Build and maintain product hierarchy with Oracle Product Lifecycle Management.
Set Up Competitor Information
Within an opportunity, a sales representative can select competitor information for a product. Competitor information includes the names of competitors, competitor products, and the win/loss status. Competitor product information is set up in Oracle Trade Management, and can be defined for a particular inventory item, for an entire category of products, or for both.
Set Up Opportunity History Tracking
Opportunity History tracking is initialized using a concurrent program and profiles. History tracking cannot be extended after it is recorded. For example, if a user has retained history for 10 columns, history is available only for those columns, and the saved history cannot be changed to display more columns. Users with access to the opportunity can access the history information as well. Opportunity history tracking is shown in three tables on the Opportunity History pageOpportunity, Products, Non-Revenue
Set Up Win Probabilities
Win Probability indicates the representative's assessment of the likelihood of achieving sales from a particular opportunity. It is used in calculating weighted pipeline amounts (opportunity amount multiplied by win probability).
Sales Methodology and Components
Sales Methodology is made up of Sales Stages. Each Sales Stage has Sales Coaches. Win Probability can be assigned to a Sales Stage.
comprises
comprises
Sales Methodology
Sales Stages
Sales Coaches
Set Up Sales Methodologies
Opportunities can have sales methodologies attached to them. A sales methodology has a predefined set of sales stages with an associated set of tasks for each stage. Sales Methodologies assist the sales representative in maintaining a consistent process and adding best practices to the sales cycle. Sales Methodologies are used to capture essential information throughout the sales cycle of opportunities.
Set Up Sales Stages
Sales stages represent the state of an opportunity or lead in the sales cycle. You can choose to use predefined sales stages or create your own. A set of predefined Sales Stages is included with Oracle Sales and Oracle TeleSales.
Stage 1 Stage 2 Stage 3 Stage 4
Assessment
Proposal
Quote
Close
Set Up Sales Coach
Sales Coach assists a user through a sales methodology stage.

Provides text instructions on how the step must be accomplished Helps the sales representative capture important information about the lead or opportunity
After sales stages are defined, you can define a sales coach, or multiple sales coaches, for each stage. Sales Coaches are created by setting up Sales Supplements in Oracle Quoting.
Use a Sales Methodology
You can use a sales methodology by:

Selecting a Sales Methodology Accessing the Sales Methodology Entering data into Sales Coaches Indicating when a Step or Stage is Complete
Sales Funnel on the Sales Dashboard
The sales funnel on the Sales Dashboard is divided into four sections that can be linked to sales stages of a sales methodology. Each section link in the funnel displays a list of opportunities in that particular sales stage. The funnel graphic is limited to four sections. You can assign one or more sales stages to each section of the funnel graphic.
Define the Sales Funnel
1. Determine whether you want to assign sales stages from a single sales methodology or from multiple methodologies 2. Link the sales methodology to the sales funnel.
Use the profile ASN: Dashboard Funnel Assigned Methodology
3. Designate which stages of the methodology must be mapped to corresponding sections of the funnel.
Use the lookup ASN: Dashboard Funnel Assigned Stages
Enable Currency Conversion
To display data in the sales funnel, you must enable currency conversions. Currency conversion enables users to:
Create Opportunities, Account Plans, and Forecasts in the required currency Display Amounts correctly on the Sales Dashboard
Set Up Opportunity Statuses
The status of an opportunity identifies the progress of the opportunity, its eligibility for inclusion in forecasting, and controls whether a win/loss indicator or close reason should be entered. In order for an opportunity to be included in a forecast, the opportunity status must be a status that is set up as forecastable. You may use seeded statuses or create your own.
Create an Opportunity
Opportunities track information such as:

Products the customer is interested in purchasing
Competitors for the opportunity Potential close date Sales stage Opportunity Status
Sales teams can track the sales process from the time a lead is qualified to when an order is created or an opportunity is closed.
View Opportunity History
You can view the history of an opportunity as it flows through the sales cycle. Opportunity history helps you make decisions about further action with the opportunity. History details include:
opportunity header, product, and non-revenue product information
Opportunity history is available through personalization.
Set Opportunity Profile Options
A number of profile options control the behavior of the opportunity classifications within the Sales applications. Most profile options have default values that can be overridden based on implementation needs.
Summary
You should have learned how to: Define opportunity management and its functions Perform opportunity related setups Define the Sales Funnel on the Sales Dashboard Create an Opportunity View Opportunity History
Forecasting in Oracle Sales
Objectives
After completing this lesson, you should be able to: Define forecasting and forecasting terminology Explain forecast related setups Forecast as a Sales Manager and Sales Administrator
Overview of Sales Forecasting
Forecasting provides management with an estimate of potential product sales for a particular period. The system uses opportunities to calculate sales forecasts.
Forecast
Ways to Forecast in Oracle Sales
Oracle Sales provides sales organizations with flexibility to manage their forecasts. Managers can analyze forecast data from two levels:
Product Category Opportunity
Forecasting Terminology
Forecast Worksheets Won to Date
Forecast Category Forecastable Pipeline Product Category
Weighted Pipeline Rolling Forecast
Product Hierarchy
Set Up Forecast Categories
Forecast categories enable users to designate the product or service families to be included in a forecast. Forecast categories are comprised of product categories. Opportunities are only included in forecasts if the product category on the opportunity line is mapped to the forecast category selected for the forecast.
Set Up Forecast Category Mappings
Forecast category mappings group together product categories for a specific forecast category. Typically, the highest level product category is mapped to the forecast category.
Set the Defaults for Forecast Amounts
The default amounts in opportunity product line forecasts are calculated using pipeline or win probability range You can set the defaults for forecast amounts for opportunity lines using the ASN: Forecast Defaulting Type profile option The default for this profile option is Pipeline; the other valid value is Win Probability
Forecast Categories and Product Hierarchy
Product Hierarchy is a logical classification of products that have similar characteristics. Forecast categories are groupings of product categories that need to be forecast together.
Hardware
Accessories Desktops Laptops
Services
Construction Education Support
Mapping Forecast Categories to Product Hierarchies
Guidelines for product hierarchies and forecasting:
Map each Forecast Category to those products in the hierarchy nodes that do not have a parent. End-date a Forecast Category mapping on a date that is a common denominator for all periods. End-dating mappings in the middle of a period causes the loss of saved and direct report submitted data. Submit a forecast after a forecast period has ended. Users often perform this action to reconcile the forecast with actual orders.
Set Up Web ADI to Enable Forecast Opportunity Export

Oracle Sales enables users to export opportunities from the Forecast page to a spreadsheet using Web ADI functionality. This enables the users to quickly download to a spreadsheet all opportunities that match the forecast parameters criteria using the Export Opportunities button.
Forecasting as a Sales Manager
As a sales manager, your forecast is similar to that of a sales representative, with the following differences: Option to default Direct Report Submitted forecast values. Inclusion of the name of your Direct Report who has forecast ownership for each opportunity product line In the Worksheet, you cannot edit opportunities owned by your subordinates Direct Reports Forecast Detail displays a summary of each direct report's individual forecast, with a link to additional details for each direct report.
Forecasting as a Sales Administrator
As a sales administrator, your forecast is similar to that of a sales manager, with the following differences: Have read-only access to a sales manager's forecast unless the profile ASN: Forecast Sales Admin Update Access is set to Yes. If this profile is set to Yes, you can save and submit forecasts on behalf of the sales manager.
Forecast Page
The Forecast Page provides four parameters based on which forecasts can be viewed.
Sales Group
Period Type
Period
Category
Summary
In this lesson, you should have learned how to: Define forecasting and forecasting terminology Explain forecast related setups Set forecasting profile options
Sales Supplements in Oracle Sales
Objectives
After completing this lesson, you should be able to: Describe Sales Supplements Explain the uses of Sales Supplements in Oracle Sales Set Up Sales Coaches with Sales Supplements Identify how to set up Account Plans using Sales Supplements Set up Strategic Information using Sales Supplements
Sales Supplements Overview
Sales Supplement allows the capture of additional information about a customer or customers interest in a product. It is a feature in Oracle Quoting and is setup in the Oracle Forms UI. Once setup is complete, Sales Supplement information is accessible to sales representatives in the HTML and Forms UIs. Sales Supplement templates can be associated with a specific application, allowing users to query for templates based on application.
Sales Supplement Hierarchy
A Sales Supplement template contains one or more sections. Within each section is a component-response set.
For example, if the template is a questionnaire, within each section there is a related set of questions and predefined responses.
Components and Responses
Component types in a Sales Supplement template are:

Note Header Footer Question
There are seven types of responses:

Predefined Responses LOVs, Radio, Check Boxes Text Currency
Number
Date Textbox Supports medium length text entries of up to 10 lines with 100 characters in each line. File Attachment
Create Sales Supplement Template
To create a sales supplement template: 1. Log in to Oracle Forms with the Quoting Sales Manager responsibility. 2. Navigate to Quoting > Setup > Sales Supplement.
Using Sales Supplements in Oracle Sales
The Oracle Sales application uses Sales Supplements for: Setting Up Sales Coaches Setting Up Account Plans Setting Up Strategic Information
Set Up Sales Coaches
Sales Coach is a set of questions associated with a sales methodology. These questions are designed to help the sales representative while working on an opportunity. Sales Coaches are created by setting up Sales Supplements in Oracle Quoting. When you create sales supplement templates to use as sales coaches, the templates must be created for the application Oracle Sales by selecting the value Oracle Sales Sales Coach from the Application menu.
Set Up Account Plans
Account plans contain information about key customers and are used to maintain long-term relationships. Use Oracle Quoting to create a sales supplement for the application Oracle Sales-Account Planning. ASN: Account Plan Sales Supplement Template: enter your new supplement name BIS: Primary Currency: Set to enable currency conversion for revenue objectives XML Publisher
Setting Up Strategic Information
Strategic information about a customers contact can include the degree of interaction, the contacts professional or personal goals, and so on. A template for recording the strategic information about contacts is provided in the application. You can also configure this template (or create a new one) to meet your organizations needs.
Summary
You should have learned how to:

Describe Sales Supplements Explain the uses of Sales Supplements in Oracle Sales Set Up Sales Coaches with Sales Supplements Identify how to set up Account Plans using Sales Supplements Set up Strategic Information using Sales Supplements
Territories
Objectives

Set up Oracle Territory Manager Create geographic territories for Sales Create named account territories for Sales Set up the Territory Assignment Program
Oracle Territory Manager
Customers
Business Objects
Sales Team
Business Rules
What Is a Territory?
A territory assigns business objects to resources based on configurable business rules. Create territories based on:
postal code country vertical market size of company product expertise
Territory Defines Who Owns What
Role Based Security

Roles assigned to users determine what menu items appear on the personal home page for each user.
Territory Management responsibility
Sales Territory User
Sales Territory Administrator
Multi-Org Access
To set up multi-organization access control:

1. Create a global security profile in HRMS 2. Set the profile option MO: Security Profile for the Territory Management responsibility to your new security profile 3. Run Security List Maintenance concurrent program
Enable Matching Attributes
For named account territories, enable the: Customer Name Range DUNS Number Registry ID Postal Code Site Number For geographic territories, enable the Postal Code
Set Up Export to Excel
Named account territories require ability to export to Microsoft Excel. You can use spreadsheet to create any territory.
To set up export:
Install Oracle Web Applications Desktop Integrator Enable Initialize and script Active X controls not marked as safe in users browsers
Load Geographic Data
To use self-service creation of geographic territories: Purchase and load postal code information containing:
City State or Province Country Postal Code
Use public APIs to load the information.
Named Account Territory Alignment
Alignment Components?
Proposed assignments Metrics for visual comparison

DNB (Dun & Bradstreet) annual revenue
DNB number of employees

Prior sales for the named account Number of named accounts assigned to the salesperson
Fairness calculation
Set Up Alignment
Run Calculate Territory Alignment concurrent program to calculate data used for metrics such as DNB total revenue.
Run when there are changes in the DNB data and when new named accounts are created.
Territory Types
Territory types are the building blocks for all territories. They include: The transaction types that the territory type applies to, such as customers or opportunities. The matching attributes most likely to be used to create territories of this type.
Creating Self Service Geographic Territories
The territory administrator creates the initial geographic territory and designates it as a self-service territory. Then only sales managers can create and modify child territories. 1. Choose parent territory 2. Choose Geography type 3. Enter details
Geography Creation (Contd)
4. Add at least one sales manager role 5. Add the individual sales manager
6. Select access to each transaction type for each assigned sales manager
Geography Creation (Contd)
7. Add the geography 8. Run concurrent program to generate and activate the territory
Creating a Named Account Self-Service Territory
The territory administrator creates the initial named account territory in the same way as a geographic territory. 1. 2. 3. 4. 5. Choose parent territory Choose Named Account type Enter details Add sales management roles Define the sales role access to transactions
Named Account Creation (Contd)
6. Select the party matching attributes
Company Name + Postal Code
Registry ID from Trading Community Architecture
DUNS Number
Site Number
Party Hierarchy from Trading Community Architecture
7. Assign the sales manager resource
Add Named Accounts

8. Export organizations to spreadsheet and promote them to named accounts
Sales Representatives
TCA
Search Results
Spreadsheet
Territory Name
Organizations or Sites
Salespeople
Organizations
Named Account Territory Salespeople Sites
Steps to Using Spreadsheet
Changes are flagged for upload.
Use LOVs to select territories, sales group and role, and salespeople-groups-roles.
Customer Name + Postal Code
Map assignment rules to ensure territory wins transactions for
Exact business name and postal code

Branches of same business located in other postal codes
Duplicate entries of same business name with slight variations

Entries for trade name as well as business name
Other variations on business name, such as an acronym
Concurrent Programs
There are three concurrent programs the administrator should run periodically: Synchronize Territory Assignment Rules (STAR): Builds the territories Calculate Territory Alignment Metrics Named Account Territory Post Processing: Refreshes portals
Run Territory Assignment
Sales applications use three modes for territory assignment
Real-time Territory Assignment Total Mode Batch Territory Assignment Incremental Mode Batch Territory Assignment
Set Up Real-Time Assignment
OS: Enable Real-Time Customer Assignment
OS: Enable Real-Time Opportunity Assignment
OS: Enable Real-Time Lead Assignment
HZ: Execute API Callouts
Set Parallel Workers

Based on your data load and system resources, set up how many processes (parallel workers) you want to launch for each transaction type.
Summary
You should have learned how to: Perform implementation steps for Territory Manager Use geographic territories for Sales Use named account territories for Sales Determine the concurrent programs needed
Oracle Proposals
Objectives
After completing this lesson, you should be able to: Describe Oracle Proposals Describe key features Define key elements of a proposal Identify applications that integrate with Oracle Proposals Set up the various components of a proposal Create and Generate a Proposal
Overview of Oracle Proposals
Oracle Proposals allows users to generate dynamic proposals using templates. With Oracle Proposals, businesses can: Shorten sales cycle by reducing the time needed to generate a proposal Project a consistent and high quality professional image Enable sales representatives to work with customers by automating the proposal process
Understanding Proposals
Oracle Proposals help you position a product or service as a possible solution to a customers business need. Proposal templates provide ready-to-use content, standardized document layouts, and assembled information from the database based on your needs.
Key Features
Proposal Templates
Dynamic Fields
Guided Proposal Content Building
Supporting Document for Proposals
Proposal Component for Standardized Content
Proposal Document Generation
E-mail Delivery
Sales Team Collaboration on Proposals
Key Features with Integrations
Quoting Leads Management Content Management Campaign Schedule Integration Campaign Activity Integration Opportunity Customer Territory Manager XML Publisher
Resource Manager Oracle Quoting Oracle Contracts Oracle Marketing Oracle TeleSales Oracle Sales Oracle Interaction History Oracle Content Manager Oracle Trading Community Architecture
Configuring Oracle Proposals
The proposal administrator is responsible for creating and maintaining proposal templates. Proposal administration tasks must be performed before users can create proposals.
Template Categories
Dynamic Fields (optional)
Components
Templates
Create Proposals
Key Elements of a Proposal: Set Up Proposal Components
Components divide proposal content into independent elements, which can be reused in different proposals. Individual components are combined into a template used to generate a comprehensive proposal. Content elements can include a Cover Letter, Cover Sheet, or Data Sheet. A component can contain multiple files. Each file points to a separate RTF file, with its own individual content style. The RTF file holds the actual content including standard text, graphs, or tables that are used as standard text for the proposal.
Create Proposal Components
Components are created and individual RTF files are associated. Only RTF files can be added to a component. Oracle Proposals parses and validates files to check for all valid dynamic fields and RTF construction. You can create proposal components by adding files from the desktop, or from Oracle Content Manager Folders or the Oracle Content Manager Library.
Working with Proposal Templates from Campaign Activities

A lead from a campaign activity, when executed, might become an opportunity. Campaign managers can associate proposal templates which can later be used by the sales representative when working on an opportunity created from the campaign. You can publish and associate a template with a campaign activity.
Create Proposals
Apart from creating a standalone proposal, you can create proposals from:
Customer Lead Opportunity Quote
Working with Proposals
Creating a Proposal involves the following tasks:

Personalize Components
Add/Exclude Components Change the Order of Components Add Supporting Documents
Generating a Proposal
Proposal generation combines the various proposal components, any added quotes, and the content of dynamic fields into one RTF format document. During generation, the parts of the proposal are validated and checked for completeness, and a message displays if there are any corrections to be made. If all proposal elements are valid, another check is made to decide whether to generate the document online or offline.
Set Profile Options
Set up profile options in: Oracle Proposals Oracle Content Manager Oracle Trading Community Architecture
Summary
You should have learned how to: Describe Oracle Proposals Describe key features Define key elements of a proposal Identify applications that integrate with Oracle Proposals Set up the various components of a proposal Create and Generate a Proposal
Sales for Handhelds and Sales Offline
Objectives
After completing this lesson, you should be able to: Describe how to implement the connected browser in Sales for Handhelds Set up Outlook synchronization Discuss features of Oracle Sales Offline Set Sales Offline profile options Describe the prerequisites for Sales Offline
Overview of Oracle Sales for Handhelds
The connected handheld browser provides real time access to enterprise information. Customers and contacts Opportunities Tasks and appointments
Enterprise
Outlook Synchronization
Users can use Oracle Sales synchronization to synchronize information between laptop, desktop, or Pocket PC devices and the eBusiness Suite. Oracle Sales Synchronization can be used to synchronize: Appointments Tasks Contacts E-mail interactions (Desktop only)
Enterprise
Synchronization Devices
Synchronization functionality is provided specifically for: Pocket PC devices running Windows Mobile 2003 or Windows Mobile 5.0 Palm devices running Windows Mobile 5.0 Laptops or desktops with Windows 2000 or Windows XP operating systems running Outlook 2000, Outlook 2002 (XP), Outlook 2003
Alerts
Short Message Service (SMS) is a feature available with some wireless phones that allow you to send or receive short alphanumeric messages up to 160 characters. You can receive alerts through SMS or via e-mail, or both. Delinquent customers Expiring service contracts Escalated service requests
Implementing the Connected Browser
The connected browser needs no setup to work. You can make changes in the following: Set display for date range and number of characters Customize the Dashboard search choice and action lists Personalize the user interface
Implementing Outlook Synchronization
Set synchronization mode Include details or links Enable addition of contacts to appointments Set categories Enable Preferences menu
Overview of Oracle Sales Offline
Provide agents information they need quickly and easily... Deliver a disconnected laptop application Provide sales functionality through simple and easy windows interface Integrate easily with Oracle Sales for better team selling Synchronize data Display conflict resolution and new items screens
Sales Offline Profile Options
General System Profiles User Preference Profiles Synchronization Time Profile Price List Lines Profile Improve Load Time Profiles Synchronization Profile SSL Profiles SSO Profile Quoting Default Lead/Opportunity Owner
Date Picker
A date picker is available for the calendar. Date picker for date fields Time picker for time fields Date time picker for date and time fields
Product Dependencies/Prerequisites
Oracle Applications
Oracle Sales Oracle Quoting Oracle Web Applications Desktop Integrator
Desktop Requirements Desktop Recommendations
Summary
You should have learned how to: Implement the connected browser in Sales for Handhelds Set up Outlook synchronization Explain features of Oracle Sales Offline Set Sales Offline profile options List the dependencies for Sales Offline
Opportunity Reports
Objectives
After completing this lesson, you should be able to: List and access the opportunity reports Understand the information provided by these reports Implement opportunity reports View opportunity reports
Opportunity Reports
The Opportunity reports enable you to: View key opportunity data Filter report data by forecast owner and sales team Examine specific opportunities in detail Examine flexfield values for opportunities View opportunity age View time duration for opportunities Customize report parameters to use the parameters specific to your data needs Navigate to the Oracle Sales application from the report
Opportunity Reports
Opportunity Reports display results based on the criteria chosen in the report parameters. The list of reports are: Opportunity Summary
summary of opportunities by product category
Opportunity List
detailed list of the opportunities
Opportunity Detail
detailed information (including flexfields) on selected opportunities from the Opportunity List report
Opportunity Aging
enables you to analyze the aging trends for opportunities meeting the criteria of the report parameters
Implement Reports: Profile Options
Set these profile options: ASN: Forecast Sales Credit Type BIS: Base Domain Name Value BIS: Mailing LDAP Server BIS: Mailing SMTP Server CRM BIS: GL Conversion Type CRM BIS: Period Set Name
Implement Reports: Lookups
Set these lookups: BIL_TX-WIN_PROB BIL_TX_WIN_PROB_LK
Implement Reports: Run Concurrent Program
Run the concurrent program: Refresh of Opportunity Status Aging Summary Table
Accessing Reports
Sales representatives have access to the following reports:

Opportunity Summary
Opportunity List Opportunity Detail Opportunity Aging
Sales managers have access to the following reports:

Opportunity List Opportunity Detail Opportunity Aging
Opportunity data access is based on the forecast owner and sales team
Summary
You should have learned how to: List and access the opportunity reports Understand the information provided by these reports Implement opportunity reports View opportunity reports
Oracle Sales Summary

Oracle Sales Summary Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports

CRM Program Using Oracle EBS - Student Guide

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Oracle ERP Overview

Oracle ERP Overview

Enterprise Resource Planning:

Enterprise Resource Planning (ERP)

FRM (Financials Resource Management)

CRM (Customer Relationship Management )

SCM (supply Chain Management)

MRP (Manufacturing Resource Planning)

ERP Definition contd.

The Current Scenario

Why ERP is required?

Basic ERP Applications

The Ideal ERP Systems.......

Supply Chain Management

The Ideal ERP Systems.......

Customer Relationship Management

Typical ERP Integration

Advantages of ERP Systems

There are many advantages of implementing an ERP system.

ERP implementation Lifecycle

GO AHEAD COMPANY MANAGEMENT

PRE-SELECTION SCREENING PACKAGE EVALUATION PROJECT PLANING

GAP ANALISIS IMPLIMENTATION TEAM TRAINING

RE-ENGINEERING TESTING GOING LIVE POST IMPLIMENTATION PHASE

CONFIGURATION END USER TRSINING

Disadvantages of ERP Systems

Customers Oracle ERP

Business Process Reengineering

Business Process Reengineering Contd.

Strengths and Weaknesses

Pointers required for Evaluation

Some important points to remember while evaluating software includes.

Enterprise Resource Planning:

Navigating Oracle EBS Application

Logging In to Oracle Applications

Navigating from Personal Home Page to Applications

Creating Favourites and Setting Preferences

Click a link to the responsibility. Click a link to the function.

Toolbar Region tabs

Expanding or Collapsing the Navigation List

To collapse an expanded item, select the item and click Collapse.

Expanding or Collapsing Several Items

Logging Out of Oracle Applications

Click for a Function.

LOV icon Check box Window Scrolling Region

Record /Row Block

Form Terminology Cont.

Field Colours and Records

Creating and Saving a New Record

Editing and Deleting a Record

(M) File > New

(M) File > Save

(M) Edit > Record

(M) Edit > Delete

Using a List of Values

Click LOV icon In the field

The list of valid Values is displayed

Clearing Data and Searching for Information

Searching for Information

Query Versus Find

Using Window Help