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CRM Program Using Oracle EBS_Student Guide

CRM Program Using Oracle EBS_Student Guide

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Published by: Shakti Naidu on Apr 28, 2012
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Sections

  • Objectives
  • Oracle ERP Overview
  • Enterprise Resource Planning (ERP)
  • ERP - Definition
  • ERP – Definition contd
  • Organization
  • Business Process
  • Evolution of ERP
  • ERP Model
  • The Current Scenario
  • Why ERP is required?
  • Basic ERP Applications
  • ERP – Options
  • Typical ERP Integration
  • Advantages of ERP Systems
  • Execution phases
  • ERP implementation Lifecycle
  • Disadvantages of ERP Systems
  • Customers – Oracle ERP
  • Business Process Reengineering
  • Business Process Reengineering Contd
  • Configuration
  • Strengths and Weaknesses
  • Pointers required for Evaluation
  • Summary
  • Logging In to Oracle Applications
  • Navigating from Personal Home Page to Applications
  • Creating Favourites and Setting Preferences
  • Choosing a Responsibility
  • Navigator
  • Expanding or Collapsing the Navigation List
  • Expanding or Collapsing Several Items
  • Logging Out of Oracle Applications
  • Navigating to a Form
  • Form Terminology
  • Field Colours and Records
  • Using a List of Values
  • Using Calendar
  • Clearing Data and Searching for Information
  • Query Versus Find
  • Using Window Help
  • Error Messages
  • Using Concurrent Processing
  • Running Reports and Programs
  • Oracle E-Business Suite
  • Integrated, Yet Modular
  • R12 Architecture
  • Basic Technical Architecture of R12
  • R12 Architecture
  • The Network
  • Rapid Install
  • Rapid Install Utility
  • Rapid Install: Tasks
  • What are Shared Entities?
  • EBusiness Shared Entity Examples
  • Key Business Flows
  • Click to Order
  • Order to Cash
  • Application Security Model
  • Define New User
  • Assigning Responsibilities to Users
  • Importance of Responsibilities
  • Components of a Responsibility
  • Defining a New Responsibility
  • Managing Function Security
  • Menu Displays in the Navigator
  • Excluding Functions and Menus
  • Profile Hierarchy Levels: Security
  • Personal Profile Values
  • System Profile Options
  • Using Flexfields to Configure Applications
  • Benefits of Flexfields
  • Key and Descriptive Flexfields
  • Key Flexfields
  • Using Key Flexfields to Build Intelligent Keys
  • Key Flexfield Examples
  • Descriptive Flexfields
  • Descriptive Flexfield Examples
  • Key and Descriptive Flexfield Comparison
  • Components of a Flexfield
  • Segment Prompts and Value Descriptions
  • General Steps to Implement a Flexfield
  • Value Set Attributes
  • Types of Value Sets
  • Types of Value Sets contd
  • Planning Data Format Validation
  • Designing the Key Flexfield Layout
  • Key Flexfield Structure
  • Storing Code Combinations
  • Examples of Segment Defaults
  • Other Key Flexfield Features
  • Allowing Dynamic Insertion
  • Cross-Validating Values
  • Using Value Set Security
  • Using Shorthand Aliases
  • Freezing and Compiling the Definition
  • Identifying a Descriptive Flexfield
  • Descriptive Flexfield Components
  • Locating the Flexfield Definition
  • Storing Descriptive Flexfield Segments
  • What Is Multi-Org?
  • Basic Business Needs
  • Organization Model
  • Sample Organization Structure
  • Security Model
  • Basic Steps to Enable Multi-Org
  • Define the Organization Structure
  • Perform Setups Unique to Each Operating Unit
  • Adding to the Organization Structure
  • Cross Organization Reporting
  • Enabling E-Business
  • Workflow Processes
  • Examples of Workflow Activities
  • Event-Based Workflow
  • Oracle Workflow Availability
  • Supported Process Constructs
  • Notification System
  • Alert Process Overview
  • Types of alerts
  • Oracle ERP Summary
  • Oracle CRM Overview
  • What is CRM?
  • What makes you different?
  • Problems faced by Companies
  • Common Barriers To Increasing Revenues
  • The Marketing Concept
  • The Selling Concept
  • Benefits
  • CRM: The Payoff
  • Eight Building blocks of CRM
  • CRM - Service Process Overview
  • Service and Support Organization
  • Increase Customer Satisfaction and Loyalty
  • Business Challenge
  • CRM provides critical insight
  • Business Solution
  • Management Reporting
  • Intelligent Data means better Decisions
  • Real-Time & Historic Analytics
  • Analytic Capabilities
  • Oracle CRM Summary
  • Oracle Marketing Overview
  • Marketing Challenges
  • Marketing Goals
  • Oracle Marketing Solution
  • Where it Fits in the E-Business Suite
  • Business Benefits
  • Integration Points
  • What are Marketing Campaigns?
  • Campaigns in the Objects Hierarchy
  • Implementing Campaign Users
  • Setting up Campaign Templates
  • Campaign Approval Process
  • Setting up Channels and Marketing Mediums
  • Setting up Categories
  • Setting up Geography
  • Setting up Monitors
  • Implementing Campaign Security
  • Campaign Workbench
  • Tools for Pre-Campaign Analysis
  • Campaign Dashboard Elements
  • Activities List
  • Campaign Hierarchy View
  • Campaign Execution
  • Activities in the Objects Hierarchy
  • Activity Templates
  • Campaign Activity Purposes
  • Campaign Activity Channels
  • Activity Creation and Planning
  • Basic Activity Creation
  • Business Scenario and Solution
  • Setting Up Collateral Content
  • Fulfillment Queries
  • How Fulfillment Queries are Used
  • Setting Up Content Types
  • Cover Letters
  • E-mail to Survey Flow
  • Creating an E-mail Activity
  • Setting Repeating Options
  • Associating Products
  • Creating a Target Group for the E-mail Activity
  • Associating Collateral Content
  • Specifying CTD for a Survey
  • Submitting an Activity for Approval
  • E-mail and Survey Reports
  • What are Fatigue Rules?
  • Applying Fatigue Rules
  • Fatigue Rules Execution
  • Previewing Fatigue
  • Follow Up Print Mail Flow
  • Creating a Direct Mail Print Activity
  • Creating a Target Group for the Print Activity
  • Setting Up Printing
  • Submitting the Print Activity for Approval
  • Telemarketing Activity Flow
  • Creating a Telemarketing Activity
  • Metrics Hierarchy – An Example
  • Associating Metrics to an Activity
  • Executing the Telemarketing Activity
  • Marketing Performance Analysis
  • What are Events?
  • Events in the Objects Hierarchy
  • The Events Process Flow
  • Tracking an Event
  • Following Up on an Event
  • Introduction to Web ADI
  • Seeded Web ADI Layouts
  • Custom Web ADI Layouts
  • Implementing Web ADI
  • Introduction
  • Common Component Profiles
  • What are Custom Setups?
  • Creating a Custom Setup
  • Implementing Marketing Responsibilities
  • Concurrent Programs
  • CRM Application Foundation
  • One-to-One Fulfillment
  • Applications Object Library
  • General Ledger (GL)
  • Setting Up the Marketing Calendar
  • Human Resources (HRMS)
  • Creating the Implementation User
  • Oracle Inventory
  • Oracle Trading Community Architecture (TCA)
  • Product Lifecycle Management (PLM)
  • Oracle Content Manager (OCM)
  • Optional Integrations
  • What is Web Marketing?
  • Web Marketing Roles
  • Web Marketing Concepts
  • Web Campaign Process
  • Setting Up Placements
  • Web Ad Flow
  • Steps to Complete the Flow
  • Creating a Web Ad activity
  • Associating a Web Ad to Placements
  • Creating a Target Group
  • Submitting the Activity for Approval
  • Web Activity Reports
  • Marketing Intelligence Security
  • Implementation Steps
  • Step 1: Setting System Profiles
  • Step 2: Defining Marketing Calendar Periods
  • Step 3: Verifying/Creating Lookups
  • Step 4: Associating Home Page Components
  • Step 5: Defining Exchange Rates
  • Step 6: Loading Marketing Facts for a First Time Build
  • Step 7: Creating Initial Build of Materialized Views
  • Step 8: Loading Marketing Facts from a Previous Refresh Date
  • Step 9: Refreshing Materialized Views
  • Step 10: Refreshing Materialized Views for Daily Refresh
  • Oracle Marketing Summary
  • Oracle Sales Overview
  • Enterprise Roles in Sales Flow
  • Two Types of Customer Relationships
  • Oracle Sales Flow
  • Oracle Sales Flow: Sales Campaigns
  • Oracle Sales Flow: Capture/Convert Leads
  • Oracle Sales Flow: Manage Opportunities
  • Oracle Sales Flow: Create Forecast
  • Oracle Sales Flow: Prepare Proposal
  • Oracle Sales Flow: Prepare Quote
  • Oracle Sales Flow: Place Order
  • Oracle Sales Flow: Close Opportunity
  • Oracle Sales Flow: Submit Forecast
  • Oracle Sales
  • Oracle Sales: Key Features
  • Oracle Sales: Benefits
  • Oracle TeleSales
  • Oracle Quoting
  • Oracle Proposals
  • Oracle Territory Manager
  • Oracle Sales Contracts
  • Oracle iStore
  • Oracle Incentive Compensation
  • Oracle Sales Offline
  • Oracle Sales for Handhelds
  • Sales Dashboard
  • Mandatory Dependencies
  • What Are Resources?
  • What Is Resource Manager?
  • Resource Manager Key Terms
  • Define Role Types
  • Define Roles
  • Define Roles: Role Attributes
  • Create a Salesperson Automatically
  • Create a Salesperson Manually
  • Create a Salesperson Manually: Roles and Groups Tabs
  • Create a Salesperson Manually: Receivables Tab
  • User Responsibilities
  • Modify Resource: Roles, Groups, and Teams Tabs
  • Define Resource Groups Overview
  • Define Resource Groups
  • Resource Roles, Groups Roles, and Group Member Roles
  • Group Hierarchy
  • Resource Teams Overview
  • Define Resource Teams
  • Sales Teams
  • Oracle Sales and Oracle TeleSales Interoperability
  • Differences Between Oracle TeleSales and Oracle Sales
  • Additional Differences Between Oracle TeleSales and Oracle Sales
  • Further Differences Between Oracle TeleSales and Oracle Sales
  • Multi-Org Access
  • Set Up Universal Work Queue
  • Enable Interaction Tracking and Wrap-up
  • Define Leads Management
  • Leads from Multiple Sources
  • Capturing and Cleansing Leads
  • Import Lead Process
  • Data Quality Management (DQM)
  • Setting Profiles for the Concurrent Program
  • Customer Data Quality
  • Leads Data Quality
  • Interaction Mining Engine
  • Functioning of the Interaction Mining Engine
  • Mining Behavior of Engine
  • Linking Interactions to Existing Leads
  • Linking Interactions without Leads
  • Processing Leads
  • Lead Processing Engines
  • Components of an Engine
  • Set Up Lead Qualification
  • Set Up Lead Rating
  • Set Up Channel Selection
  • Set Up Lead Assignment
  • Set Profiles for Automatic Lead Assignment
  • Set Up Lead Statuses
  • Convert Lead to Opportunity
  • Opportunity Management Overview
  • Product Hierarchy
  • Set Up Competitor Information
  • Set Up Opportunity History Tracking
  • Set Up Win Probabilities
  • Sales Methodology and Components
  • Set Up Sales Methodologies
  • Set Up Sales Stages
  • Set Up Sales Coach
  • Use a Sales Methodology
  • Sales Funnel on the Sales Dashboard
  • Define the Sales Funnel
  • Enable Currency Conversion
  • Set Up Opportunity Statuses
  • Create an Opportunity
  • View Opportunity History
  • Set Opportunity Profile Options
  • Overview of Sales Forecasting
  • Ways to Forecast in Oracle Sales
  • Forecasting Terminology
  • Set Up Forecast Categories
  • Set Up Forecast Category Mappings
  • Set the Defaults for Forecast Amounts
  • Forecast Categories and Product Hierarchy
  • Mapping Forecast Categories to Product Hierarchies
  • Set Up Web ADI to Enable Forecast Opportunity Export
  • Forecasting as a Sales Manager
  • Forecasting as a Sales Administrator
  • Forecast Page
  • Sales Supplements Overview
  • Sales Supplement Hierarchy
  • Components and Responses
  • Create Sales Supplement Template
  • Using Sales Supplements in Oracle Sales
  • Set Up Sales Coaches
  • Set Up Account Plans
  • Setting Up Strategic Information
  • What Is a Territory?
  • Role Based Security
  • Enable Matching Attributes
  • Set Up Export to Excel
  • Load Geographic Data
  • Named Account Territory Alignment
  • Set Up Alignment
  • Territory Types
  • Creating Self Service Geographic Territories
  • Creating a Named Account Self-Service Territory
  • Add Named Accounts
  • Organizations or Sites
  • Steps to Using Spreadsheet
  • Customer Name + Postal Code
  • Run Territory Assignment
  • Set Up Real-Time Assignment
  • Set Parallel Workers
  • Overview of Oracle Proposals
  • Understanding Proposals
  • Key Features
  • Key Features with Integrations
  • Conditional Dependencies
  • Configuring Oracle Proposals
  • Key Elements of a Proposal: Set Up Proposal Components
  • Create Proposal Components
  • Working with Proposal Templates from Campaign Activities
  • Create Proposals
  • Working with Proposals
  • Generating a Proposal
  • Set Profile Options
  • Overview of Oracle Sales for Handhelds
  • Outlook Synchronization
  • Synchronization Devices
  • Alerts
  • Implementing the Connected Browser
  • Implementing Outlook Synchronization
  • Overview of Oracle Sales Offline
  • Sales Offline Profile Options
  • Date Picker
  • Product Dependencies/Prerequisites
  • Implement Reports: Profile Options
  • Implement Reports: Lookups
  • Implement Reports: Run Concurrent Program
  • Accessing Reports
  • Oracle Sales Summary

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. • ERP refers to a view of a company and all its parts as connected whole. and functions of a business from shared data stores. information. • It is a company-wide computer software system used to manage and coordinate all the resources. • ERP relates to the integrated software infrastructure that supports the entire company business process. 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 .

and clearly identified inputs and outputs. an end. with a beginning. interaction . purpose. • Has sequence.Business Process • Work activities across time and place.

MRP – Material Requirement Planning (Inventory with material planning & procurement) • 1980‘s .) • Mid 1990‘s .ERP – Enterprise Resource Planning (Covering all the activities of an Enterprise) • 2000 onwards – ERP II – Collaborative Commerce (Extending ERP to external business entities) .Evolution of ERP • 1960‘s .Systems Just for Inventory Control • 1970‘s .MRP II – Manufacturing Resources Planning (Extended MRP to shop floor & distribution Mgmt.

authoritative data source.each function is supported by multiple applications and interfaces • ―After‖ -. and all applications leverage a common.ERP Model • The Before and After of ERP: • ―Before‖ -. .each function is supported by a single application module within the ERP system itself.

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 .

Some examples of modules: • Planning • Sales • Inventory • Marketing • Purchasing • Distribution • Maintenance • Accounting • Manufacturing • Finance • Human Resource .Basic ERP Applications ERP covers a broad range of activities that are supported by a multimodule software application.

The Ideal ERP Systems. Fixed Assets.. Accounts Receivable. sales order execution.. Work Structure Supply Chain Management • Inventory management. People management. Supply chain planning. Cash Management Human Resource • Recruitment. Procurement planning. Financials • Accounts Payable. Payroll. Supplier scheduling.. Transportation and distribution ... time and labor . Compensations. Benefits. General Ledger..

Quality control.. Material planning. Resource & Capacity planning.. Workflow Management. Shop floor management. Commissions.The Ideal ERP Systems. . etc.. Service. Marketing.. Customer Relationship Management • Sales. Bills of material. Customer contract and after sales support Relationship Management Manufacturing • Engineering.. Manufacturing process..

specific to the requirements of the organization. with the help of a software solution provider . specific to the requirements of the organization. PeopleSoft etc. OPTION 3 – MAKE [using External resources] • Developing a custom-built ERP package. Oracle applications.ERP – Options OPTION 1 – MAKE [Using Internal resources] • Developing a custom-built ERP package. Baan. with the help of the in-house IT department OPTION 2 – BUY • Going for Tailor-made ERP packages available in the market like • SAP.

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. • The capability to streamline different organizational processes and workflows • The ability to effortlessly communicate information across various departments\ • Improved efficiency. A few of them are listed below: • A perfectly integrated system chaining all the functional areas together. 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 .

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 .Disadvantages of ERP Systems While advantages usually outweigh disadvantages for most organizations implementing an ERP system.

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 .

which is generally more • Time consuming & has received its share of criticism for creating bloated budgets & extended projects. a technical implementation & a business process implementation.Business Process Reengineering Contd. • The BPR approach emphasis the human element of necessary changes within the organization. the BPR approach has come under some real scrutiny. but closely linked implementations involved on an ERP site i.e. . • The ERP market shifts to a mid-market focus & as all implementation are becoming more cost sensitive. • The BPR approach to an ERP implementation implies two separate.

a simulation of the actual business processes of the company. .will be used.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 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. The Prototype • A prototype.

Strengths and Weaknesses

• Configuring a company‘s system reveals not only the strengths of a company‘s 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 won‘t 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.

click one of the following buttons: Expand All Children expands all the sublevels of the currently selected item.Expanding or Collapsing Several Items To expand or collapse several items at once. . 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. Use this method to ensure that your username is cleared from system access. . select Exit Oracle Applications.

.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 .

… Region Region tab Field Button .Form Terminology Cont.

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 .

. Choose a day. Choose a year.Using Calendar Choose a month.

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 .

Toolbar Find window List of values No find count . (F11) Existing window Wildcards Query count Find Mode Menu bar.Query Versus Find Query Mode Menu bar.

Using Window Help (M) Help > Window Help Navigation Frame Search Frame Document Frame .

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. .Error Messages The application displays a short message in the message line.

Other Online Jobs .Using Concurrent Processing Submits Request Request Queue Request 1 Request 2 Request 3 Request Runs Perform other online interactive tasks.

It does not interfere with the interactive work you perform on your computer. View report output online. View log information. Standard Request Submission (SRS): Use the SRS interface to run reports and programs. such as reports and programs. .Running Reports and Programs Concurrent Processing: Run non interactive tasks. Schedule reports and programs.

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. 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 . edit.

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 .

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 .Integrated.

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 .

. for good or bad.The Network While the network is not a tier of the R12 EBusiness Suite's 3-tier architecture. All of the choices in the network will ultimately affect your performance. The connection links themselves can vary from slow-speed dial-up connections to high-speed fiber optic channels. 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).

Rapid Install Rapid Install Database Applications Technology Stack File System Oracle Reports Oracle Forms Graphics iAS .

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 Utility Automates many of the steps required for installing Oracle Applications.

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 .Rapid Install: Tasks With Rapid Install. fully configured Oracle Applications system. you can perform the following tasks: Install a new.

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.

and the use of that object across several products. It does not designate the primary user or decision maker.What are Shared Entities? • Shared entities in the R12 EBusiness Suite allow the one-time definition of an object. • Shared entities are "owned" by a single product for table purposes only. .

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 .EBusiness Shared Entity Examples Entity AOL Set of Books Items Description Application Object Library Accounting information records Raw Materials.

Owned by Inventory .000 cm Site Profile Options Responsibilities Units of measure are used by a variety of functions and transactions to express the quantity of items.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.

Owned by Purchasing . Once defined. Owned by Inventory Suppliers are the individuals or companies from which you procure goods and/or services. you assign items to organizations.Shared Entities… Items Supplier You can define and control all items in inventory.

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 1 Enter User Name and Password Require Password Change Limit Access Attempts Enter User’s Start and End Dates 2 3 4 Assign One or More Responsibilities 5 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 you‘ll 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 form’s 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 .

or enter a value directly. If the User Value field is unprotected. you can select a value for this profile option from the list of values.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. .

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. or application level for profile options using the Security hierarchy type. . site. responsibility. You can set a profile value at the user.

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 .

Configure applications to capture additional data. .Benefits of Flexfields Flexfields provide the following benefits: Configure applications to support your own accounting. and other codes. Enable the construction of intelligent keys. product. Support multiple field structures depending on data context. Use the application to validate values and value combinations entered by the user.

99 Descriptive flex fields gather additional information . Number Exp.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. Dt Type 54321 987 CC 4958-2938-4747 12 .

Key Flexfields __ Sales Information ______________________ Transaction Customer 3987 Jane Doe COM-876-LTN Computer .Light Tan Payment Type Standard window Item Description [] Key Flexfield window __ Item Information _______________ Category Item Color COM 876 LTN Computer Monitor Light tan .Monitor .

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 .

99 .Monitor . 987 Number 4958-2938-4747 Exp. Dt 12 . 987 Number 1028 Second ID MC 4565-3939 CC Payment Type Store 54321 Dept.Descriptive Flexfields __ Sale Information ____________________ Transaction Customer Item Description 3987 Jane Doe COM-876-LTN [] Payment Type CC Computer .Light Tan CK Payment Type Store 54321 Dept.

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 .

Intelligent keys Identifies entities No intelligence.Key and Descriptive Flexfield Comparison Key Flexfields Owned by one application. not always Setup is optional required to use. used by many Descriptive Flexfields Associated with tables in a specific application Required to set up. 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 .

Define Flexfield structure. structures.General Steps to Implement a Flexfield Plan Flexfield segments. . Define value sets. Define security and cross-validation rules if necessary. Define values. value sets and values.

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 . XX_ .Value Set Attributes Name — Unique value set name (Do not use XX-.

Dependent: Input is checked against a subset of values based on a prior value. Special: Value set uses a Flexfield itself. Independent: Input must exist on previously defined list of values. .Types of Value Sets None: Validation is minimal. Table: Input is checked against values in an application table.

Translatable Independent: Input must exist on previously defined list of values. Pair: Two Flexfields together specify a range of valid values. Translatable Dependent: Input is checked against a subset of values based on a prior value. . translated value can be used. translated value can be used.Types of Value Sets contd.

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 0–9 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 .

3003 .203 .025 Code Combinations Table SEGMENT1 10 SEGMENT2 203 SEGMENT3 3003 SEGMENT4 025 .Storing Code Combinations __Account Entry __ Company Division Department Account 10 203 3003 025 (Code combination) 10 .

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 .

California.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. 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 .

. Other users must exit the system or change responsibilities. You see your changes immediately.Freezing and Compiling the Definition Automatically compile :Save after freezing the Flexfield Submit the request to build the structure view by freezing. changes take place immediately. Update : Freeze and compile after Updation. submit the request to rebuild the Flexfield view by closing the window.

[ ] This symbol indicates descriptive Flexfield on Form. .Identifying a Descriptive Flexfield A descriptive Flexfield is indicated by a single-space field enclosed in brackets. 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 .

defining the Flexfield once automatically defines it for all locations. However. After you access the definition.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. If the Flexfield is already frozen. . A Flexfield may appear on more than one window. unfreeze it first. you can begin making changes.

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 .

PO. OM.Organization Model Balancing Entity/Funds Business Group HR Bal Seg 1 GL. MFG Ship Inventory Organization . + INV. AR. FA Set of Books Bal Seg 2 Legal Entity Flex field Security Rule Operating Unit AP.

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 .

supplier site setup.e. bank accounts) .Basic Steps to Enable Multi-Org Define organization structure Convert to Multi-Org Perform setups unique to each operating unit (i. customer address setup. Financials options.

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.) Payment terms Tax names Price lists. discounts and quantity price breaks . Purchasing. Financial. Payables. etc.

(SOB) US 2 (LE) East Ops (OU) Plant 2 (IO) Plant 1 (IO) . (SOB) US 1 (LE) West Ops (OU) US 1 (LE) West Ops (OU) Plant 1 (IO) Add New Wid Co.Adding to the Organization Structure Original Wid Co.

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 .

Workflow delivers a complete business process definition. automation. and integration solution.Enabling E-Business Streamlines business processes . 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 .

not individual transactions.Workflow-Driven Business Processes Workflow focuses on managing the business process. 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 .

For example.Workflow-Driven Business Processes Workflow automates and streamlines business processes contained within and between enterprises. 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 .

2.Types of alerts Event 1. Periodic 1. Payroll: Show current balance and vacation reported by month (monthly). Purchasing: Show all blanket agreements that will expire (daily) . Supplier Hold: Notify Purchasing Manager as soon as a supplier has been placed on hold. 2. Shipment Confirmation: Notify a user as soon as a shipment has been processed.

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? .

How to Develop a Smarter Sales Organization. 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.Problems faced by Companies Sales teams are missing revenue targets Deals stuck in the pipeline. frequently missed sales "commits. customer needs and competition.― Need to improve sales representatives' knowledge of products. These are few of the issues that the beleaguered Managers must tackle day in and day out .

Common Barriers To Increasing Revenues .

throughout the Customer Life Cycle (CLC). and customer service. order fulfillment.. CRM is the term given to the process of managing your relationship with your customers…. . Major Objective for any company is increased revenue.Customer Relationship Management CRM is a "big picture" approach that integrates the sales.better. and co-ordinates and unifies all points of interaction with the customer. decreased cost and increase loyalty of the Customer Provides a unified view of the customer across an enterprise.

Customer Relationship Management .

Why is CRM important to an Organization .

response times. 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. average order size. and request-resolution times . marketing. CRM enables organizations to establish more profitable customer relationships and decrease operating costs.Why is CRM important to an Organization The benefits of CRM are clear: By streamlining processes and providing sales. Sales organizations can shorten the sales cycle and increase key sales-performance metrics such as revenue per sales representative. and service personnel with better. more complete customer information.

The Marketing Concept Marketing is discovering what customer wants. producing as per the needs. pricing appropriately. Starting point Focus Means Ends Target market Customer needs Integrated marketing Profits through Customer Satisfaction . promoting and ‗selling‘ to customer.

Starting point Focus Means Ends Factory Products Selling and Promotions Profits through volumes .The Selling Concept Selling is act of persuading or influencing a customer to buy a product or service.

stored and accessed by employees in different company departments. Refers to a software-based approach to handling customer relationships. Information about customers and customer interactions can be entered. They help get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. they have been grouped together and are now generically known as CRM software. . and to use customer contact information for targeted marketing Software is often necessary to explore the full benefits of a CRM strategy.to improve services provided to customers.CRM Systems Many IT systems have been developed to assist improving the efficiency of CRM. Used to implement CRM goals like. They range from contact databases to campaign management software.

CRM Systems It is a software "solution". supported by software. there is a growing realization in the corporate world that CRM is actually a customer-centric strategy for doing business. .

Benefits Increased sales revenues Increased win rates Increased margins Improved customer satisfaction ratings Decreased general sales and marketing administrative costs .

more streamlined workflows. lower costs to attract and retain customers. customers with successful CRM systems report higher profits. and smoother. 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 .CRM: The Payoff On the plus side. greater customer loyalty.

Eight Building blocks of CRM .

Service Process Overview .CRM .

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 .

But they have no way to use the data to proactively evaluate their businesses. .Business Challenge Companies often spend significant amounts of time and money collecting data about their sales and service operations.

CRM provides critical insight .

Save and publish your new analyses. Empower everyone to be critical thinkers in their areas. Take action quickly on current information. Quickly create analyses to answer your specific questions. Use interactive reports and analyses to see different perspectives.Business Solution Embedded analytics available to everyone Put analytics directly into the hands of all users. Interactive analyses that present current data A tool for creating ad hoc analyses . Customize the layout to help you focus on key business problems.

what stage is your project at? What tasks are complete or overdue? . Here are a few examples of the types of information that can easily be extracted: Sales information . all customers with opportunities in a particular status Workloads .broken down by sales staff.who is dealing with the bulk of your work Project management .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. or month. or marketing campaign Return on Investment for marketing strategies Customer extracts . or sales status.for example.

. Convert insight into action via interactive dashboards. equipping you to take informed decisions for your business.Intelligent Data means better Decisions CRM system places management information at your fingertips. Advanced Analytic and Business Intelligence Capabilities Turn Data into Actionable Insight Drive more-informed decisions at all levels. Deepen business insight with custom reports Compare business performance over time via built-in data warehouse. Identify key business trends.

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 .Real-Time & Historic Analytics Features Snapshots comparing business performance over time Dozens of pre-built 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. and Charts . Reports.

Marketing Product Overview .

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 .Objectives After completing this lesson.

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 .

sales.Marketing Goals Drive Revenues Identify the right customers Offer targeted promotions Reduce time to market Automate standard business flows Integrate marketing. 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. Diverse Architecture . Single Customer Data Model C. End-to-End Process Automation B.

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. Single Customer Data Model C. accurate information? A. Diverse Architecture . End-to-End Process Automation B.

Oracle Content Manager B.Review Question Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. Oracle Scripting . Oracle One-to-One Fulfillment C.

Oracle Content Manager B. Oracle One-to-One Fulfillment C.Answer to Review Question Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. 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 .

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 .Objectives After completing this lesson.

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 .

as well as administrative privileges Ability to navigate from the Campaign Workbench to the Audience Workbench through links . programs. budgets and budget security Provides access to the Campaign Workbench Marketing Administrator Performs all functions of the Marketing User. assign one or both of the following responsibilities to a Campaign user: Marketing User Creates campaigns.Implementing Campaign Users Depending on the job functions. activities.

Revenues. and Metrics Seeded metrics are automatically available for a campaign Metrics from associated activities roll up to a campaign .Campaign Components Geography To indicate the location where a campaign will execute Products To associate a product or product family Costs.

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 .

It also plans another campaign to follow up with surveys and calls to its new laser printer customers. It plans to launch a series of activities as part of a focused campaign to promote the product.Campaigns at Work Scenario: Vision Enterprises finds that sales of its laser printers are dipping in Western region. .

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 .

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 .Summary After completing this lesson.

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. and audience planning Quickly design and execute marketing and sales activities Track. review. and analyze marketing activities . a marketer can: Setup activity templates Perform pre-campaign analysis Perform channel. media.

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? .

These can include: Channel of execution Segment targeted Product promoted Status of the Campaign Activities .Activities Gantt Chart Gantt charts help review timelines for existing Campaign Activities. Activities retrieved for review are based on specified search criteria.

The list of activities can be viewed as a sorted set of activities. activity reports can be viewed by drilling down using the Reports icon. For each activity in the list. The following seeded searches can be used to search for activities: My Activities All Activities Users can create personalized searches.Activities List The Activities List functionality provides a list of existing Campaign Activities. .

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 .

. A Campaign Activity is associated with an Activity Template. A Campaign Activity is executed via a channel.Campaign Execution A Campaign is executed through Campaign Activities. A Campaign Activity may be associated with a Purpose. 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 .

It is associated with: Channel of execution – one seeded template for each channel Activity Purpose Default List Templates Activity planning requirements Approval requirements .Activity Templates An Activity Template provides the framework for a Campaign Activity.

Campaign Activity Purposes Marketers may choose from the following seeded purposes: Cross Sell Up Sell Customer Acquisition Customer Retention Lead Maturation .

E-Mail Fax Direct Mail .Print Web Telemarketing Advertisement .Campaign Activity Channels Campaign Activities are executed through different channels.

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

1

2

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 .

Seeded scripts are available for Marketing.Marketing – Scripting Integration Scripts help marketers interact with customers and prospects. Interaction data is available for analysis via activity operational reports. Scripts are enabled in Marketing via CTDs. help in consistent communication through guided interactions. . Enable personalized interactions with customers.

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 .

content. and channel Compiling the personalized content Determining recipients of e-mail. 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 . print. fax.Marketing – Fulfillment Integration Provides Marketing with a mechanism for managing fulfillment of direct marketing e-mail. and fax campaign activities A Fulfillment Server processes Marketing requests by: Identifying the server.

fax.Marketing – Fulfillment Integration Marketing Fulfillment API Advanced Queue Request processed Request sent Request sent to media enablers Fulfillment Server Fulfillment media E-mail. 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 .

Optionally. Navigate to the Campaign Workbench. Associate the activity to a parent campaign Enables metrics rollup for reporting and analysis . the purpose ―Customer Retention‖ may be selected 3. and enter relevant attributes 2. select a purpose As the e-mail campaign is the mechanism for sending out a survey to new customers.Creating an E-mail Activity To create an e-mail activity: 1. select the Email template.

. Metrics generated from activity iterations are tracked at the parent campaign level. but activities repeat at a specified frequency.Setting Repeating Options Repeating options enable planning and setting up of activities once.

. A product must be associated to the parent campaign for it to be available for association to a campaign activity. The target product is associated to the activity from the Offering mid tab.Associating Products The product for the survey is associated to the activity.

The List is generated in the Full Refresh mode. .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.

content block. . body. A CTD must be defined to associate the survey script to an e-mail activity. Necessary query tags can be inserted for mail merge in the email body. Cover letter components depend on the associated Content Type. Cover letters are stored in the OCM repository. Access to OCM folders is needed to be able to select live and approved content. and may include header block. and footer block.Associating Collateral Content E-mail cover letters are the collateral associated with e-mail activities.

inviting the customer to take a survey. .Specifying CTD for a Survey The e-mail body includes a hyperlink. Customer interaction with the survey is tracked and reported via activity operational reports. A survey is enabled by using the Go to Web Script CTD action and selecting from a list of deployed surveys.

Notification Sent Approves E-mail Activity Approver .Submitting an Activity for Approval When an e-mail activity is submitted for approval. notifications are sent to approvers.

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. 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. . They define maximum permissible contacts within a specified time period.

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 .

Projected counts can be used to adjust the activity start date.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. 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 .

Select the Print – Direct Mail Template 4. Select Create Activity in the Activities Window 3. Associate the activity to a parent campaign 6. Enter the relevant attributes 5. Select Activities in the Campaign Dashboard 2.Creating a Direct Mail Print Activity To create a Direct Mail Print Activity: 1. 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 .

. 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 . Access to OCM folders is needed to be able to select live and approved content.csv files for printing labels.Associating Collateral Content Print content is stored in the OCM repository.

Print Servers are configured for: Right Fax printing High Quality Printing using Pasta Printers Print Servers are associated with the Fulfillment Server.Setting Up Printing Print Servers and Printers are set up in Oracle One-to-One Fulfillment. Printers and Captaris Right Fax are configured for fulfilling print and fax requests. .

notifications are sent to approvers.Submitting the Print Activity for Approval When a Direct Mail Print Activity is submitted for approval. Notification Sent Approves Print Activity Approver .

Cover Letter.Summary You should be able to do the following: Identify the integration points for an e-mail survey Describe a Content Type. 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 .

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 .Objectives After completing this lesson.

. and associate the required metrics for tracking and analysis.Business Scenario and Solution 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.

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. Associate Tracking Metrics 6. Associate collaboration content that must go out to telesales agents 5. Submit the activity for approval . Navigate to the Campaign Workbench 2. Select the Telemarketing template and enter relevant attributes 3. Associate the promotional product 4.

campaigns. May be associated with programs. Are either manually input or automatically calculated.Defining Tracking Metrics Metrics: Are measurements for tracking the effectiveness of marketing activities. Include both forecast and actual values. leads. events. activities. opportunities. and so on. and so on) . May be classified as: Costs Revenues Metrics (responses.

Defining Tracking Metrics 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 .

. and rollup metrics. summary.Defining Tracking Metrics A number of commonly used metrics for a marketing object are seeded and deployed via Metric Templates. actual. The Metrics Refresh process runs periodically to refresh forecast. Custom metrics can be created by administrators to meet specific business requirements.

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 .

Metric Calculation Types 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. 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 . response. revenue.

Identifies control and contact groups and calculates response rates for the metric. .Metric Calculation Types 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.

Metrics Hierarchy – An Example .

Hierarchy and Details are the available views. . For each metric category. Revenues. or Metrics are the categories of metrics that can be associated with an activity . Seeded metrics are available based on metric templates associated with a specific marketing object. Costs.Associating Metrics to an Activity Metrics are associated using the Tracking mid tab of the Campaign Workbench.

campaign activities are assigned to specific resources in Oracle TeleSales.Executing the Telemarketing Activity Oracle Marketing integrates with Oracle TeleSales for the execution of a telemarketing activity. . To assign lists to Telemarketing agents.

Orders. Activity Operational Reports are available for the Telemarketing channel that report: Performance metrics Channel-specific information.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. Revenues. Leads. such as Responses. and so on. 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 .

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 .Objectives After completing this lesson.

Solution: Enable marketers to invite prospects to a product launch. . The launch is planned for a specific venue.Business Scenario and Solution 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. Invitees will be targeted via an invitation e-mail.

Oracle Marketing integrates with: Oracle Content Manager Oracle Scripting Oracle Telesales Oracle One-to-One Fulfillment .Integration Points For an Events flow.

France Chicago. 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. seminars. USA .What are Events? Marketing activities such as trade shows.

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 .

restrict access to the Event by marking it as Confidential Define if lead records must be created for attendees or registrants . different attributes are available for the event Optionally.Planning an Event Create an event Based on the Setup Type selected.

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 .

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 .Planning an Event Associate Costs.

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. and so on . speakers.

event capacity. Segment. or SQL query List must be generated . Workbook. and product pricing Specify the invitation list Can be based on a List. over book details. wait list capacity.Executing an Event Set up registrations For specifying enrollment duration.

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 .

and cancelled registrations . event capacity. waitlisted. and numbers for registered.Executing an Event Register participants B2B and B2C members can be registered Information is available about venue.

and Job . Country.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. Industry.

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 .

Define Layout Marketing Activity . The Web ADI menu contains the following functions: Desktop Integrator .Implementing Web ADI Use the seeded menu ‗AMS Web ADI Related Functions‘ To enable Web ADI for Marketing.Export Integrators Marketing Activity .Import Integrator . enable the Grant flag for the menu and place it in a custom menu for Marketing.

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 .

you should be able to perform a variety of administrative and custom setups common to the entire Marketing application.Objectives After completing this lesson. .

Introduction This lesson discusses the administration of the following setup groups: Common Component Profiles Custom Setups Concurrent Programs Marketing Responsibilities .

application. system profiles can be set at the site. responsibility. or user level Classified as mandatory or optional depending on the administrative action .Common Component Profiles Profile options for common components Depending on the common component.

.What are Custom Setups? Custom Setups: Determine how organizations use marketing objects. Customize side navigation menus based on object-specific needs.

Allow Essential and Optional Grouping to enable navigation menu options 5. Select Activity Type and Activity 3.Creating a Custom Setup Steps to create a custom setup: 1. Associate the setup to a marketing object 2. Configure setup details . Set the source code suffix 6. Make the setup available for selection while creating a marketing object 4.

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 .

Based on these dependencies. and post-installation procedures. Oracle Marketing contains defaults and seed data that provide for an implementation with limited customization. configuration. .Introduction This lesson discusses the prerequisite mandatory and optional setups that must be implemented before implementing Oracle Marketing.

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.

Mandatory Dependencies

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

PLM’s 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 .Product Lifecycle Management (PLM) Oracle Marketing uses PLM for product cataloging and management.

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 .Oracle Content Manager (OCM) Serves as the central repository for managing content types Before creating the OCM directories.

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 .

Conditional Dependencies 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 .

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 .Objectives After completing this lesson.

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 .

rendered text or image Content Type Content Item Content Group Style Sheet Click-Through Destinations (CTD) .where content is displayed Content .the target Website Web Placement .Web Marketing Concepts Application .to define click-through action .

Integration Points For Web Marketing. Oracle Marketing integrates with: Oracle Content Manager Oracle iStore Oracle Product Life Cycle Management .

.Business Scenario and Solution 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 .

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 .Objectives After completing this lesson.

and so on Two types of reports are available: Marketing Intelligence reports Leads Intelligence reports . marketing activities.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. events effectiveness. lead quality. such as campaign effectiveness. lead to opportunity.

reports. and chart has configurable parameters. reports. They contain summary information about key marketing activities. report. . and charts on the Marketing Home page The bins. Each bin. Links are available for recently accessed campaigns and events. and charts displayed can be personalized using Oracle Applications Framework (OAF).Marketing Business Intelligence Displayed as bins.

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 .

Reports.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. and Year periods are defined . and Charts must be displayed Month. Quarter.

verify or enter the key values for the following lookups: AMS_RESP_ REJECT_REASON AMS_RESP_ GRADE .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.

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 .

for the first time To prepare the pre-built tables for all materialized views Do not run for subsequent loads .Step 7: Creating Initial Build of Materialized Views Execute the Request Set only once.

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 .

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 .Leads Intelligence The materialized views are built for Campaigns.Step 9: Refreshing Materialized Views The Request Set used is: BIM: Refresh Materialized Views BIM: Refresh Materialized Views .

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 .

and Charts .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.

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 .

and Everything Else! Supply Chain Service Order Management HR Financials .Oracle E-Business Suite Marketing Sales Procurement Customers. Products.

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 .

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 . you should be able to: Describe Oracle Sales applications like: Sales and TeleSales Quoting. iStore.Objectives After completing this module. Proposals Territory Manager.

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 .

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 Proposals Generate dynamic proposals using templates.

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 .

Web Customers Oracle E-Business Suite Oracle Database .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.

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 .

contacts. and tasks.Oracle Sales for Handhelds Key Features: Uses the HTML browser on the handheld device to provide real-time access to enterprise information. Provides contextual hyperlinks to real-time enterprise information within the note section of appointments and contacts. Leverages native Personal Information Management (PIM) applications available on handheld devices to manage appointments. . 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. Quotes Top Customers. Opportunities Proposals. Leads by Age Cross-Sell/Up-Sell Campaigns .

Mandatory Dependencies 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 .

iStore. 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 .Summary In this module. Sales Contracts Sales Supplements. Proposals Territory Manager. you should have learned to: Describe Oracle Sales applications like: Sales and TeleSales Quoting.

Sales Security .

Objectives After completing this lesson. you should be able to: 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 .

Sales Telesales Call Center .Define Role Types Role type is a collection of roles associated with a particular module.

and resource teams. Sales Manager Field Service Representative Use roles to assign responsibilities to resources. resource groups. .Define Roles A role can encompass one or more job descriptions and job titles.

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 using either the Import Resources form or the Synchronize Employees concurrent program.Create a Salesperson Automatically When importing resources from Oracle HRMS to Resource Manager. Import Resources Oracle HRMS Resource Manager Create Salesperson Automatically .

CRM Resources Salespeople .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.

Assign roles and groups as well as receivables information.Create a Salesperson Manually: Roles and Groups Tabs After assigning a sales number to a resource. enter additional information for this salesperson. 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 .

Role Group Team Other Attributes . teams or other resource attributes.Modify Resource: Roles. groups. and Teams Tabs Import a resource into Resource Manager and then modify the resource by assigning appropriate roles. 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 Overview Resources can be organized into groups.

Define Resource Groups Member Details Move Member Member 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 .Resource Roles.

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 .

lead. 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 .Sales Teams A sales team is a group of sales users assigned to a customer. or opportunity.

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 .

ranked.Objectives After completing this lesson. and assigned Convert a lead to an opportunity . you should be able to: Define Leads Management Identify Multiple Sources for Leads Set up the Interaction Mining Engine Explain how leads are qualified.

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 .

csv File Flat file Use HTML Interface Run the Concurrent Program AS_IMPORT_INTERFACE table Import Sales Lead concurrent program TCA Registry .Import Lead Process .

If the imported record is not a duplicate. . Rules used are dependent on the profiles set. a new record is created in the 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.

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. Uses: Interaction Types and Scores Interaction Score Threshold (IST) . 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.

. Based on the rule set. The Run Interaction Matching Engine to Match or Create Leads concurrent program runs the Interaction Matching Engine at scheduled times.Mining Behavior of Engine The Interaction Matching Engine is driven by a rule set that has an activation date range. interactions are evaluated for their sales potential.

The interaction is matched with leads based on the following criteria: Creation Date Range Lead Status B2B and B2C . the Interaction Matching Engine checks all the existing sales leads to match the interaction with a lead.Linking Interactions to Existing Leads When an interaction is captured for linking.

All interactions used to generate a lead are appended to the lead. .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.

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 .

and assigns them ratings. The rating helps the sales representative decide the priority of a lead. Channel Selection Engine The Channel Selection Engine distributes leads to the appropriate teams for follow up and action.Lead Processing Engines Qualification Engine A lead is qualified or disqualified. All qualified leads move to the Rating Engine. and accordingly follow up with the lead. a lead is assigned to a channel. . Based on channel selection rules and the lead attributes. Rating Engine The Rating Engine ranks the leads based on their attributes.

the rules within each rule set determines the conditions and action to be performed. . and country-specific.Components of an Engine Guards are used to group rule sets into domain-specific buckets such as product-specific. Rules After the correct rule sets are selected using the guards. Attributes of a lead are added to the rule. campaign-specific.

Set Up Lead Qualification The Qualification Engine determines whether enough information is provided for a sales representative to follow-up on a lead. . System Lead Qualification Application evaluates data and qualifies lead through leads qualification rule engine. Manual Lead Qualification User selects qualified check box on lead in Oracle Telesales.

Set Up Lead Rating Ratings are grades assigned to leads based on lead attributes and rating rules. Rating examples: Hot. . B. Cold Grades A. Medium. you can prioritize your follow-up on the lead. When a lead is graded. C A lead graded ‗Hot‘ or ‗A‘ might be given top priority.

a lead is assigned to a channel. Indirect Sales. Direct Sales. the appropriate sales team manages the lead. Partner Based on the channel assignment.Set Up Channel Selection Channels indicate the sales team that will manage a lead. Based on channel selection rules and the lead attributes. . Channel examples: Inside Sales.

Manual Lead Assignment User manually assigns appropriate resources to lead sales team. System Lead Assignment System assigns proper sales representative to assign leads. .Set Up Lead Assignment Assign a lead to a sales representative who will manage a lead.

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. and assigned Convert a lead to an opportunity . ranked.

Opportunity Management .

Objectives After completing this lesson. you should be able 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 .

Opportunity Management Overview Sales Inquiry Leads Salesperson Opportunity Quote Order .

Within each component. Within the product catalog: Create a product catalog hierarchy. assigning first level catalog categories as components. assign categories and items.Product Hierarchy Oracle Sales uses a product catalog common to all applications across the Oracle eBusiness Suite. Build and maintain product hierarchy with Oracle Product Lifecycle Management. .

. a sales representative can select competitor information for a product. Competitor product information is set up in Oracle Trade Management. Competitor information includes the names of competitors. or for both. and the win/loss status. and can be defined for a particular inventory item.Set Up Competitor Information Within an opportunity. for an entire category of products. competitor products.

Set Up Opportunity History Tracking Opportunity History tracking is initialized using a concurrent program and profiles. if a user has retained history for 10 columns. Non-Revenue . and the saved history cannot be changed to display more columns. history is available only for those columns. Users with access to the opportunity can access the history information as well. Products. For example. Opportunity history tracking is shown in three tables on the Opportunity History pageOpportunity. History tracking cannot be extended after it is recorded.

. It is used in calculating weighted pipeline amounts (opportunity amount multiplied by win probability).Set Up Win Probabilities Win Probability indicates the representative's assessment of the likelihood of achieving sales from a particular opportunity.

Win Probability can be assigned to a Sales Stage. comprises comprises Sales Methodology Sales Stages Sales Coaches .Sales Methodology and Components Sales Methodology is made up of Sales Stages. Each Sales Stage has Sales Coaches.

Sales Methodologies are used to capture essential information throughout the sales cycle of opportunities. Sales Methodologies assist the sales representative in maintaining a consistent process and adding best practices to the sales cycle.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.

Stage 1 Stage 2 Stage 3 Stage 4 Assessment Proposal Quote Close .Set Up Sales Stages Sales stages represent the state of an opportunity or lead in the sales cycle. A set of predefined Sales Stages is included with Oracle Sales and Oracle TeleSales. You can choose to use predefined sales stages or create your own.

Sales Coaches are created by setting up Sales Supplements in Oracle Quoting. . 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.Set Up Sales Coach Sales Coach assists a user through a sales methodology stage. for each stage.

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 .

. The funnel graphic is limited to four sections. You can assign one or more sales stages to each section of the funnel graphic. Each section link in the funnel displays a list of opportunities in that particular sales stage.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.

Define the Sales Funnel 1. Use the lookup ASN: Dashboard Funnel Assigned Stages . Use the profile ASN: Dashboard Funnel Assigned Methodology 3. Determine whether you want to assign sales stages from a single sales methodology or from multiple methodologies 2. Designate which stages of the methodology must be mapped to corresponding sections of the funnel. Link the sales methodology to the sales funnel.

Enable Currency Conversion To display data in the sales funnel. Account Plans. you must enable currency conversions. and Forecasts in the required currency Display Amounts correctly on the Sales Dashboard . Currency conversion enables users to: Create Opportunities.

the opportunity status must be a status that is set up as forecastable. and controls whether a win/loss indicator or close reason should be entered. its eligibility for inclusion in forecasting. In order for an opportunity to be included in a forecast. You may use seeded statuses or create your own. .Set Up Opportunity Statuses The status of an opportunity identifies the progress of the opportunity.

.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.

History details include: opportunity header. product. Opportunity history helps you make decisions about further action with the opportunity.View Opportunity History You can view the history of an opportunity as it flows through the sales cycle. 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 .

you should be able to: Define forecasting and forecasting terminology Explain forecast related setups Forecast as a Sales Manager and Sales Administrator .Objectives After completing this lesson.

The system uses opportunities to calculate sales forecasts. Forecast .Overview of Sales Forecasting Forecasting provides management with an estimate of potential product sales for a particular period.

Managers can analyze forecast data from two levels: Product Category Opportunity .Ways to Forecast in Oracle Sales Oracle Sales provides sales organizations with flexibility to manage their forecasts.

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. Opportunities are only included in forecasts if the product category on the opportunity line is mapped to the forecast category selected for the forecast. Forecast categories are comprised of product categories.

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.

the other valid value is Win Probability .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.

Forecast categories are groupings of product categories that need to be forecast together.Forecast Categories and Product Hierarchy Product Hierarchy is a logical classification of products that have similar characteristics. Hardware Accessories Desktops Laptops Services Construction Education Support .

Users often perform this action to reconcile the forecast with actual orders. End-dating mappings in the middle of a period causes the loss of saved and direct report submitted data. . End-date a Forecast Category mapping on a date that is a common denominator for all periods.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. Submit a forecast after a forecast period has ended.

. This enables the users to quickly download to a spreadsheet all opportunities that match the forecast parameters criteria using the Export Opportunities button.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.

Inclusion of the name of your Direct Report who has forecast ownership for each opportunity product line In the Worksheet. . with a link to additional details for each direct report. with the following differences: Option to default Direct Report Submitted forecast values. you cannot edit opportunities owned by your subordinates Direct Reports Forecast Detail displays a summary of each direct report's individual forecast. your forecast is similar to that of a sales representative.Forecasting as a Sales Manager As a sales manager.

. your forecast is similar to that of a sales manager. you can save and submit forecasts on behalf of the sales manager.Forecasting as a Sales Administrator As a sales administrator. 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.

Sales Group Period Type Period Category .Forecast Page The Forecast Page provides four parameters based on which forecasts can be viewed.

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 Supplement information is accessible to sales representatives in the HTML and Forms UIs.Sales Supplements Overview Sales Supplement allows the capture of additional information about a customer or customer‘s interest in a product. Once setup is complete. It is a feature in Oracle Quoting and is setup in the Oracle Forms UI. Sales Supplement templates can be associated with a specific application. . allowing users to query for templates based on application.

Within each section is a component-response set. within each section there is a related set of questions and predefined responses. . if the template is a questionnaire.Sales Supplement Hierarchy A Sales Supplement template contains one or more sections. For example.

Radio.Components and Responses Component types in a Sales Supplement template are: Note Header Footer Question There are seven types of responses: Predefined Responses LOVs. File Attachment . Check Boxes Text Currency Number Date Textbox — Supports medium length text entries of up to 10 lines with 100 characters in each line.

2. . Navigate to Quoting > Setup > Sales Supplement.Create Sales Supplement Template To create a sales supplement template: 1. Log in to Oracle Forms with the Quoting Sales Manager responsibility.

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 .

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.Set Up Sales Coaches Sales Coach is a set of questions associated with a sales methodology. the templates must be created for the application Oracle Sales by selecting the value Oracle Sales – Sales Coach from the Application menu. When you create sales supplement templates to use as sales coaches.

Set Up Account Plans Account plans contain information about key customers and are used to maintain long-term relationships. ASN: Account Plan Sales Supplement Template: enter your new supplement name BIS: Primary Currency: Set to enable currency conversion for revenue objectives XML Publisher . Use Oracle Quoting to create a sales supplement for the application Oracle Sales-Account Planning.

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 organization‘s needs. and so on. the contact‘s professional or personal goals.Setting Up Strategic Information Strategic information about a customer‘s contact can include the degree of interaction. .

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 After completing this lesson. you should be able to: 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 .

Create a global security profile in HRMS 2.Multi-Org Access To set up multi-organization access control: 1. Run Security List Maintenance concurrent program . Set the profile option MO: Security Profile for the Territory Management responsibility to your new security profile 3.

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 .

To set up export: Install Oracle Web Applications Desktop Integrator Enable ―Initialize and script Active X controls not marked as safe‖ in users‘ browsers .Set Up Export to Excel Named account territories require ability to export to Microsoft Excel. You can use spreadsheet to create any territory.

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 .

. Run when there are changes in the DNB data and when new named accounts are created.Set Up Alignment Run Calculate Territory Alignment concurrent program to calculate data used for metrics such as DNB total revenue.

Territory Types Territory types are the building blocks for all territories. The matching attributes most likely to be used to create territories of this type. . such as customers or opportunities. They include: The transaction types that the territory type applies to.

Choose Geography type 3. Choose parent territory 2.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. Enter details . 1.

Geography Creation (Cont’d) 4. Add at least one sales manager role 5. Select access to each transaction type for each assigned sales manager . Add the individual sales manager 6.

Geography Creation (Cont’d) 7. Add the geography 8. Run concurrent program to generate and activate the territory .

1.Creating a Named Account Self-Service Territory The territory administrator creates the initial named account territory in the same way as a geographic territory. Choose parent territory Choose Named Account type Enter details Add sales management roles Define the sales role access to transactions . 3. 5. 2. 4.

Named Account Creation (Cont’d) 6. Select the party matching attributes Company Name + Postal Code Registry ID from Trading Community Architecture .

Named Account Creation (Cont’d) DUNS Number Site Number .

Assign the sales manager resource .Named Account Creation (Cont’d) Party Hierarchy from Trading Community Architecture 7.

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. . and salespeople-groups-roles. Use LOVs to select territories. sales group and role.

such as an acronym .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.

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 up how many processes (parallel workers) you want to launch for each transaction type.Set Parallel Workers Based on your data load and system resources.

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 .

With Oracle Proposals.Overview of Oracle Proposals Oracle Proposals allows users to generate dynamic proposals using templates. 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 .

and assembled information from the database based on your needs. Proposal templates provide ready-to-use content. standardized document layouts. .Understanding Proposals Oracle Proposals help you position a product or service as a possible solution to a customer‘s business need.

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 .

Conditional Dependencies 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. Template Categories Dynamic Fields (optional) Components Templates Create Proposals . Proposal administration tasks must be performed before users can create proposals.

Cover Sheet. graphs. or Data Sheet.Key Elements of a Proposal: Set Up Proposal Components Components divide proposal content into independent elements. A component can contain multiple files. or tables that are used as standard text for the proposal. with its own individual content style. Each file points to a separate RTF file. which can be reused in different proposals. The RTF file holds the actual content including standard text. Content elements can include a Cover Letter. Individual components are combined into a template used to generate a comprehensive proposal. .

Oracle Proposals parses and validates files to check for all valid dynamic fields and RTF construction. or from Oracle Content Manager Folders or the Oracle Content Manager Library. You can create proposal components by adding files from the desktop. Only RTF files can be added to a component. .Create Proposal Components Components are created and individual RTF files are associated.

. 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.Working with Proposal Templates from Campaign Activities A lead from a campaign activity. when executed. 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 .

any added quotes. If all proposal elements are valid. . and a message displays if there are any corrections to be made. the parts of the proposal are validated and checked for completeness. and the content of dynamic fields into one RTF format document. another check is made to decide whether to generate the document online or offline.Generating a Proposal Proposal generation combines the various proposal components. During generation.

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 .

Outlook 2002 (XP).Synchronization Devices Synchronization functionality is provided specifically for: Pocket PC devices running Windows Mobile 2003 or Windows Mobile 5.0 Laptops or desktops with Windows 2000 or Windows XP operating systems running Outlook 2000.0 Palm devices running Windows Mobile 5. Outlook 2003 .

Delinquent customers Expiring service contracts Escalated service requests .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.

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 for date fields Time picker for time fields Date time picker for date and time fields .Date Picker A date picker is available for the calendar.

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 .

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 .Opportunity Reports Opportunity Reports display results based on the criteria chosen in 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 .

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