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Oracle CRM On Demand
New Customer Welcome & Orientation

© 2009 Oracle Corporation – Proprietary and Confidential

Agenda • Product Overview • Planning your Implementation • Going Live
– – – – Planning for Patches Planning for Upgrades What to do if you have problems What to expect in the event of problems

• My Oracle Support
– Overview of Service Requests (SRs)

• Summary

© 2009 Oracle Corporation – Proprietary and Confidential

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Section I
Product Overview

© 2009 Oracle Corporation – Proprietary and Confidential

<Insert Picture Here> Influencing Product Direction © 2009 Oracle Corporation – Proprietary and Confidential .

CRM On Demand Product Management Input Sources Sales Team Customers Change Requests Enhancement Support Team Requests Ops Team Gather Input Corporate Strategy Market/Competitive Landscape Product Strategy Technology Landscape Analyse Prioritize Sprints (Iterative Agile Development Methodology) Preliminary Release Plan Reqts Initial Concept Reviews Execute Release plan solidified Statement Of Direction GA Rollout Customer complete Testing RTO © 2009 Oracle Corporation – Proprietary and Confidential .

Customer Feedback Loop Channel Process • Service Requests (SRs) – PM reviewed and key themes identified and incorporated into roadmap All Customers Service Requests (today) Community (future) • Community (future) – Customer organized voting site – PM to disposition top requests • Meet twice per year Group Customer Advisory Board • Group provides consolidated list of priorities to PM • PM allocates % of next release to address CAB priorities • Customer Top 10 Process – Provide Oracle PM or your main POC a description of the problem and desired solution and plans One on One Customer Top 10 Process Concept Reviews • Concept Reviews – Feedback sessions during product dev process © 2009 Oracle Corporation – Proprietary and Confidential .

code. It is not a commitment to deliver any material. and should not be relied upon in making purchasing decision. and may not be incorporated into any contract.Safe Harbor Statement The following is intended to outline our general product direction. and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. It is intended for information purposes only. release. © 2009 Oracle Corporation – Proprietary and Confidential . or functionality. The development.

etc Enterprise Grade SaaS Appropriate tenancy on Oracle’s Grid Social CRM Social Networks.CRM On Demand Product Innovation Industry CRM CRM Solutions by Industry Integrated CRM Packaged integrations to EBS. JDE. Siebel. Sales Productivity Solutions © 2009 Oracle Corporation – Proprietary and Confidential .

Industry CRM CRM Solutions by Industry Communications and Media Financial Services Life Sciences High Technology Insurance and Healthcare Public Sector and Non-Profit Consumer Goods Complex Manufacturing Professional Services Automotive © 2009 Oracle Corporation – Proprietary and Confidential .

Enterprise Grade SaaS Flexible & Reliable Deployment Options Management Shared Pods Private Pods @Customer Monitoring © 2009 Oracle Corporation – Proprietary and Confidential .

0 Report More Sell Less © 2009 Oracle Corporation – Proprietary and Confidential Sales Productivity Applications Sales for Sales Reps .0 ‘Stick’ Based Model Transactional Individual Social Collaborative ‘Carrot’ Based Model Sales 2.Social CRM Relationships are Fundamentally Social Sales ‘Forced’ Automation Forecasts for Managers Report Less Sell More Sales 1.

<Insert Picture Here> Section II Planning Your Implementation and Essential Processes © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Planning your Implementation © 2009 Oracle Corporation – Proprietary and Confidential .

Planning Your Implementation • Goals and Objectives • Resources – – – – – Training Support Services Partners Knowledge Bases and Forums • Getting Started .Essential Processes • Significant Events © 2009 Oracle Corporation – Proprietary and Confidential .

Planning Your Implementation Goals and Objectives • Success criteria defined – Measurable business outcomes – Technical objectives • Deployment project planned. scheduled and resourced – Key milestones defined – Post deployment support and business process management – Governance in place to manage project and any necessary changes • Plan in place to confirm success – Achievement of key project milestones – Achievement of business outcomes © 2009 Oracle Corporation – Proprietary and Confidential .

go to: http://crmondemand.htm. © 2009 Oracle Corporation – Proprietary and Confidential .oracle.Planning Your Implementation Training and Support Technical and advanced training Administration Essentials Data Import Workshop Advanced Analytics Workshop Self-paced training and support Get Started Tutorial Webinars Online Help Quick Guides Setup Templates Knowledge Base Forums Custom training Web-Based Training Onsite Training Train-the-Trainer To learn more.com/en/services/training/index.

customizing. importing. and avoiding common errors – Students learn skills to successfully import data • Advanced Analytics Workshop – Teaches advanced techniques for developing and configuring analytic reports – Students learn to build complex reports that display results simply © 2009 Oracle Corporation – Proprietary and Confidential . and maintaining the application – Students practice setting up the application in a safe environment • Data Import Workshop – Examines collecting and cleansing source data.Planning Your Implementation Technical and Advanced Training • Administration Essentials – Teaches the fundamental concepts of setting up. troubleshooting.

and administrators – Courses provide step-by-step instructions and best practices • Get answers. managers. tips. and technical information from the comprehensive Knowledge Base • Collaborate with other users through forums • Feed tips and training news from the Learning Blog to your RSS feed reader • Access resources from the Training and Support Center © 2009 Oracle Corporation – Proprietary and Confidential . anywhere: – Recorded. online webinars provide training for users. guides.Planning Your Implementation Self-Paced Training and Support • Take courses anytime.

and diminished service) © 2009 Oracle Corporation – Proprietary and Confidential . and update service requests – Search knowledgebase for solutions – Download applications • System availability and updates – Access to all system notifications (current outages. view.Planning Your Implementation The Training and Support Center • Access the Training and Support Center by selecting the Training and Support link on any Oracle CRM On Demand page – – – – Training courses Implementation tools and templates Technical documentation User forums • Gateway to My Oracle Support – Create. planned actions.

Planning Your Implementation Training and Support Center © 2009 Oracle Corporation – Proprietary and Confidential .

and terminology • Train-the-Trainer Package – Requirements gathering.Planning Your Implementation Custom Training • Web-Based Training – Live Web-based session allows employees from dispersed locations to attend without travel – Training materials reflect your business processes. and terminology – Optional recording is available • Onsite Training – Live training delivered at a site of your choosing – Training materials tailored to your business processes. delivery modeling. configuration. and a follow-up session are included – Content review. and teach-backs help prepare your training team © 2009 Oracle Corporation – Proprietary and Confidential . configuration. live training.

Planning Your Implementation Online Help • Select the Help link on any Oracle CRM On Demand page © 2009 Oracle Corporation – Proprietary and Confidential .

Planning Your Implementation Online Help © 2009 Oracle Corporation – Proprietary and Confidential .

Monday through Friday (including local holidays) – All service requests answered or responded to within one business day – – – – • Oracle CRM On Demand Additional Support Options – Discuss additional fee-based options with your Account Representative © 2009 Oracle Corporation – Proprietary and Confidential .. to 6 p.Planning Your Implementation Oracle CRM On Demand Support Options • Oracle CRM On Demand Standard Global Customer Support: Available at no additional charge – standard subscription Full access to Training and Support Center 24/7 online support Toll-free phone support. local time.m. from 6 a.m.

instructor-based. and service functions • Best-in-class development and delivery methodology • Knowledge base of implementation risks and remediation strategies • No need for extensive development time lines and costs • Delivery flexibility to reduce travel and expenses • As much or as little involvement as customers need • No ramp-up time required to understand functionality • Most efficient use of customer resources • Most billable time focused on helping improve customer business • Ability to transfer knowledge of hosting and support model. critical for customer success • Unique methodology and tools developed specifically for Oracle CRM On Demand • Includes Web.Planning Your Implementation Services Make a Difference Key Differentiators Services tailored to customer’s business Services designed to promote user adoption and drive business results Breadth of deployment options Decade of Siebel-specific expertise Customer Benefits • Best practices embedded in offerings • Available across sales. marketing. and do-it-yourself formats • Pre-built and ready to use Services built for software as a service Extensive Oracle CRM On Demand training/process libraries © 2009 Oracle Corporation – Proprietary and Confidential .

Offerings • • • • • Implementation assessment Enterprise strategic planning Advanced analytics workshop Rapid results – full lifecycle implementation Subject matter expertise and assistance with: – – – – – Configuration Web services customization and integration Data Import Analytics reports Process integration pack deployment for Oracle E-Business Suite and Siebel OnPremise • For additional information about Oracle about consulting services: Laurie Coleman.Planning Your Implementation Oracle Consulting .coleman@oracle.com – Phone: 650 506 4170 © 2009 Oracle Corporation – Proprietary and Confidential . CRM OD Solution Architect – Email: laurie.

Training. Webinars. Management Training. Timeline Business Requirements Workshop and Functional Design Meetings Analytics Requirements Definition & Design Integration Design Configuration.Planning Your Implementation Oracle Consulting . Validation Integration Activation – Management Orientation. Analytics Review. Analytics. Data Mapping/Import Reports Configuration Configuration Review. Key Players. Communication. Activation Planning – Communication. Sequence of Reinforcement Events © 2009 Oracle Corporation – Proprietary and Confidential . etc. User Training 30/60 Day Post Deployment Checks – Feedback and Metrics Ongoing Support Customer Care Project Team Training – Admin. Training. Roles.Rapid Results Implementation Approach GO LIVE GO LIVE Project Management / Health Checks Executive Workshop – Business Objectives and Success Measures Initial Call / Project Kickoff – Project Milestones.

com © 2009 Oracle Corporation – Proprietary and Confidential .Planning Your Implementation Advanced Customer Services (ACS) • ACS offerings include the following services to further assist you: – Technical Account Management (TAM) – Proactive Onsite Guidance for Sustainable Long-Term Results for your CRM On Demand Program – Advanced Support Assistance (ASA) for CRM On Demand with Applied Research – Proactive Escalation Support for your CRM On Demand Solution • To learn more about the Global ACS team and ACS offerings: – Email: acsdirect_us@oracle.

Advanced Support Assistance for CRM On Demand Gives you the benefit of an Oracle Delivery Manager who provides expert guidance to ensure timely escalation of production-critical service requests and proactive advice and guidance. based on knowledge of your environment. business. and timelines EXPERT GUIDANCE • Knowledge Transfer • Best Practices Recommendations VALUE • Dedicated support for critical issues and product enhancements • Improved performance and scalability • Improved alignment with business needs PROACTIVE • Delivery manager to help navigate within the Oracle ecosystem • Liaison with Product Management for enhancement requests ESCALATION MANAGEMENT • Assistance with production-critical Service Requests • Customized problem management © 2009 Oracle Corporation – Proprietary and Confidential .

ONSITE GUIDANCE • Applications roadmap planning • Solutions to business problems with application technology • Partnership in delivery of desired business outcome VALUE • Proactively identify issues & reduce risks • Align business and IT goals • Improve adoption of CRM On Demand • Drive effective governance BEST PRACTICE ASSESSMENT • Best practices knowledge transfer • Recommendations tracked to completion • Assessment of project alignment with Oracle Best Practices © 2009 Oracle Corporation – Proprietary and Confidential .Enterprise Solution Management for CRM On Demand Oracle Enterprise Solution Management is a combination of advisory services and tools that help you manage a comprehensive strategy for maximizing your Oracle application investment —delivered by world class Technical Account Managers PROACTIVE.

people. etc.Enterprise Solution Management Full lifecycle Mostly onsite •Provides guidance in all areas of CRM implementation best practices (strategy. governance.Service Comparison Description Time of Engagement Engagement Characteristic Primary focus areas ACS .Advanced Support Assistance (ASA) for CRM On Demand Full lifecycle Almost completely off-site •Service request escalations •General best practice guidance •Limited “how-to” guidance •Limited technical guidance •Work with Product Management on enhancement requests •Help with Oracle navigation •Ensure customer becomes selfsufficient when working with support •Available 24x7 ACS . such as design and interfaces/conversions. process. technology) •Helps to ensure customer business outcomes are achieved •Works with customers to improve user adoption •Detailed “how-to” guidance on aligning application functionality and business processes •Detailed guidance on technology and process efficiencies •Leverages Oracle resources for additional technical guidance in specific areas. analytics. •Help with Oracle navigation •Work with Product Management on enhancement requests (provides additional context via more detailed engagement) •Ensure customer becomes self-sufficient on using and working with the application so that long term success is achieved © 2009 Oracle Corporation – Proprietary and Confidential .

oracle.oracle. visit the Oracle PartnerNetwork – www.Planning Your Implementation Partners • Oracle CRM On Demand partners provide the following advantages: – – – – Established companies with proven track record of success Focused geographic area Vertical expertise SaaS expertise and/or division dedicated to go-to-market strategies for SaaS • To learn more about Oracle CRM On Demand partners visit – http://crmondemand.htm • To learn more about the breadth of Oracle partners.com/en/partners/index.com/partnerships © 2009 Oracle Corporation – Proprietary and Confidential .

Planning Your Implementation Knowledge Bases .com/support/policies.oracle.html – CRM On Demand Forums http://forums.oracle.oracle.com/newsletters/samples/customer-relationship-management.oracle.com/en/services/customer-care/index.oracle.com/crmondemand • My Oracle Support: https://support.Important Web Sites • Oracle CRM On Demand: oracle.html • The Oracle Technology Network (OTN) link is: – http://www.htm – CRM OD Customer Support: http://crmondemand.jspa?categoryID=162 • CRM On Demand Learning Blog: – http://blogs.htm – Oracle University: education.html © 2009 Oracle Corporation – Proprietary and Confidential .com/en/services/training/index.com – Oracle OpenWorld: oracle.com/support/policies.oracle.oracle.com/technology/documentation/siebelcrmod.com/crmodtraining/ • CRM Newsletter subscription: – http://www.oracle.com/openworld – Oracle Magazine: oracle.com • Oracle CRM On Demand Services and Support: – CRM OD Training: http://crmondemand.com/oramag – Oracle Support Policies: http://www.com/forums/category.oracle.oracle.html – http://www.

book by Mike Lairson © 2009 Oracle Corporation – Proprietary and Confidential .1) About Analytics Visibility (Doc ID 434851.Planning Your Implementation Analytics Powerful and meaningful business intelligence through prebuilt and custom reports – Real-Time Reporting – Historical Reporting Resources Available: • • • • • • • Advanced Analytics Workshop (3-day course) Build Your Own Reports 1-6 (free Oracle Webinar series) Creating Custom Dashboards (free Oracle Webinar) Optimizing Analytics Performance in Oracle CRM On Demand (Doc ID 804313.1) Forum: CRM On Demand Analytics and Reports Oracle CRM On Demand Reporting.

Transform and Load • This is a 3-stage process by which data is moved from the real-time database to Oracle’s data warehouse for historical analytics • This process allows for faster reporting.Planning Your Implementation Analytics and ETL – Extract. using summarized tables of data • Historical reporting is typically available the day after an ETL completes • If you are a new user and this is the first time you sign in. the historical analysis will not show your data during the first 24-hour period © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Planning – Essential Processes © 2009 Oracle Corporation – Proprietary and Confidential .

– Update Primary Contact: Click Admin > Company Administration > Company Profile > Edit Company Key Information – Update user contact preferences: Click Admin > User.com/en/Login/index.com to your address book to ensure communication delivery and check company spam filters – Update Primary Contact information and user contact preferences.htm • Administrators: – Add *oracle.Planning Your Implementation – Essential Processes Set up your Primary Contact • Primary Contact: – Required for every organization – Receive vital notifications about CRM On Demand. such as upgrades and patches – Automatically designated as the first person accessing the service – Validate up-to-date Primary Contact and review Oracle CRM On Demand sign-in page: http://crmondemand.oracle. Group and Role Management > User Management > drill down to User Detail > update the Contact Preferences section © 2009 Oracle Corporation – Proprietary and Confidential .

manage. and report on SRs © 2009 Oracle Corporation – Proprietary and Confidential .Planning Your Implementation – Essential Processes Set up your My Oracle Support account • Oracle’s award-winning Web support portal • Offers real-time access to Oracle Support • Hosts Oracle’s repository of Oracle CRM On Demand – – – – Technical articles Templates White papers Additional downloads • Provides one place to log.

Planning Your Implementation – Essential Processes My Oracle Support • Summary of key features – – – – Real-time access to Oracle Global Support Knowledge Base of technical solutions Downloadable tools and templates Subscription to email notifications for key topics © 2009 Oracle Corporation – Proprietary and Confidential .

Planning Your Implementation – Essential Processes Staging Environment • Your Staging environment is used to: – Enable Oracle to install all software changes before they are installed on your Production pod – Assist with operational troubleshooting of any issues – Provide you with an environment in which you can test development and integration work • Any changes you make to Staging must be manually applied to Production © 2009 Oracle Corporation – Proprietary and Confidential .

time-sensitive testing) • Data refreshes are scheduled on a regular basis and emergency refreshes can happen with no prior notification • Staging environments are smaller in configuration and may not be tuned to have the same performance as your production pod • Automated migration of configurations from staging to production is not yet supported © 2009 Oracle Corporation – Proprietary and Confidential .Planning Your Implementation – Essential Processes Staging Environment – Key Points • Ideal customer usage for staging is short-term. training. non-critical testing • There is no committed availability: Planned downtime is posted on the Training and Support Center and alerts are posted for unplanned downtime • Critical customer activities should not be scheduled for staging (for example. demos.

Planning Your Implementation – Essential Processes
Staging Environment – Key Points

• You will use the Staging environment for configuring and testing your implementation • Oracle refreshes the Staging environment every 3 months, so please take this into consideration in your project plans • Use the Training and Support Center to determine when the next Staging refresh is scheduled. If a refresh is coming up, wait until the refresh completes before starting your configuration. You will need to re-apply your configurations after the refresh if you do not wait • Since refreshes occur every 3 months, you need to plan on completing your configuration and moving into Production within that time-frame • Your Staging and Production environments are down once a week for 8 hours for routine maintenance

© 2009 Oracle Corporation – Proprietary and Confidential

Planning Your Implementation – Essential Processes
Customer Test Environment (CTE)

• Best Practices in Oracle CRM On Demand Test & Development environments
– Customers can use these environments for development, test, training or other appropriate purposes – Accounts are managed in production environments with the latest production patches – This is a self-serve model with data, configuration, etc controlled by customer

• For more information, see Doc ID 828483.1 in My Oracle Support or contact your Sales Representative

© 2009 Oracle Corporation – Proprietary and Confidential

Planning Your Implementation – Essential Processes
Comparison of Options
Description
Use Customer Test Environment

Pros
• No additional cost • Preferred method going forward as more capability will be enabled • Exceptionally agile model allowing for fast deployment of change • Meets traditional organizational requirements better than a CTE • No additional cost

Cons
• Cannot do Load or Performance Testing • This environment is not refreshed so changes must be manually promoted

Use Roles and Visibility to create Dev, Test, Prod and Training all in the same instance Purchase additional instances for Dev and Test Use Staging for Dev and Test

• Proper planning is required from the beginning of the project • May conflict with organizational rules about production environments • Additional cost involved • Changes must be manually promoted between environments • May be refreshed at any time • Will be refreshed every quarter • The primary purpose of Staging is for Operations to test patches and upgrades • Additional cost involved • Changes must be manually promoted between environments • The primary purpose of Staging is for Operations to test patches and upgrades

Use Single-Tenant pod

• Customers have more flexibility in planning the staging refresh

© 2009 Oracle Corporation – Proprietary and Confidential

<Insert Picture Here> Planning – Significant Events © 2009 Oracle Corporation – Proprietary and Confidential .

please notify Customer Support in advance of this activity via a Service Request so the CRM On Demand organization is aware of the activity © 2009 Oracle Corporation – Proprietary and Confidential .Planning Your Implementation – Significant Events Include Key Events in Your Project Plan • Your Staging and Production environments undergo weekly maintenance and are down for approximately 8 hours – You will be notified ahead of time if an extended maintenance time is required – Refer to the Training and Support Center System Notifications section • Please take the maintenance schedule into consideration – Especially when scheduling your data loads – When scheduling and coordinating cut-over activities • Staging refreshes occur every 3 months . or expect greater than normal usage.you need to plan on completing your configuration and moving into Production within that time frame • If you are planning a higher than normal data volume load.

Planning Your Implementation – Significant Events Include Key Events in Your Project Plan • Allow adequate time for testing – Business processes and user experience – Technical objectives and support processes • Allow time in your plan to handle the unexpected – Businesses often need to be agile and adaptive – It is rare that everything happens as planned – Governance model should cater for this • Allow adequate time to work with Oracle on issues/defects – Potential for patching – Potential for upgrade to a newer release © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Going Live © 2009 Oracle Corporation – Proprietary and Confidential .

Going Live • • • • • Develop a clear and detailed plan for the go-live activities Review plan with all involved parties Perform dry-runs of the go-live plan Perform pilot deployments if technically feasible Use a checklist to manage final execution of the go-live activities – Sign-off on key activities and prerequisite dependencies – On-line access to plan and progress reports – Scheduled calls to review and confirm progress and any required adjustments © 2009 Oracle Corporation – Proprietary and Confidential .

Tier 1 support you have in place • Ensure that your users know how to open SRs – Details for logging and managing SRs can be reviewed in Section IV – Ensure that you understand the escalation process • Ensure that your system administrator is accurate (Primary Contact) • Ensure that your spam filters are set correctly • Become an active member of user forums to share your experiences with other CRM On Demand customers • Participate in user groups © 2009 Oracle Corporation – Proprietary and Confidential .Going Live • Ensure that your users know how to use any internal.

Communicate.Going Live • Communicate. Communicate – Dedicate resources to ensure the plan is understood and followed • Celebrate – Share the measurable success – Recognize your key contributors • Business • Technical • Partners • Customers © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Patches © 2009 Oracle Corporation – Proprietary and Confidential .

hardware upgrades and database tuning • Oracle may also deploy patches containing fixes for defects which our customers have reported • You should always plan for the system to be unavailable during the posted scheduled maintenance • Should additional time be required for maintenance.Going Live Planning for Patches • Based on your maintenance schedule. you will receive an email from Oracle (based on your settings) © 2009 Oracle Corporation – Proprietary and Confidential . CRMOD is taken down for routine maintenance. The maintenance period may last up to 8 hours. The maintenance calendar is posted on the home page of Training and Support Center in System Notifications section • During this time Oracle undertakes preventive maintenance activities. such as security patches.

If issues are encountered. so that the two environments remain in sync • Note that a patch could address an issue you currently are using a workaround to avoid – With the patch applied.Going Live Planning for Patches • Patches are first applied in your Staging environment to verify no issues when they are applied to Production. Open an SR to report any issues to Oracle • View the Staging calendar on the Training and Support Center in the System Notification Section • After applying the patch to Staging. Oracle applies it to Production. Oracle reserves the right to reschedule the patch – This stage patching is performed during the standard maintenance window for your stage environment • You have time to execute test scenarios in Staging before the patch is moved to production. you may be able to remove the work around and reinstate normal use of the effected service feature © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Upgrades (New Releases) © 2009 Oracle Corporation – Proprietary and Confidential .

Going Live Planning for Upgrades • Major releases: – Comprise significant new features – Introduced 1-2 times per year • Information about upgrades and new releases is emailed to the Primary Contact in your organization and posted in the Training and Support Center – Please make sure your contact information is correct and up-to-date. © 2009 Oracle Corporation – Proprietary and Confidential .

Production is upgraded 3. Staging refreshed with copy of production data 2. Oracle validates upgrade © 2009 Oracle Corporation – Proprietary and Confidential . Customer validates upgrade 3a. Staging is upgraded Production Staging 4.Going Live Upgrades and New Releases 1.

Going Live Upgrades and New Releases – Timeline* Approximate Timing 6-8 weeks before Production Upgrade Activity • Notification of planned upgrade and upgrade schedule sent to customers • Customer Validation Guidelines. Formal upgrade schedules will be distributed six to eight weeks prior to the Production Upgrade for each Pod. available training webinars. and FAQs sent to customers • Customer’s staging environment is refreshed with a copy of customer’s production environment • Stage Pod (including customer’s staging environment) upgraded to new release • Customer validation testing begins in upgraded stage environment • Customer logs issues via Service Request to Customer Care • Customer validation testing ends • Last critical issues identified by customers resolved • Production Pod (including customer’s production environment) upgraded to new release during extended maintenance period 4-6 weeks before Production Upgrade 3-4 weeks before Production Upgrade 3 weeks before Production Upgrade 1 week before Production Upgrade Production Upgrade * Typical activities are provided above to help explain the upgrade process. Release Notes. Administrator Preview. Timings are approximate and subject to change. © 2009 Oracle Corporation – Proprietary and Confidential .

New Releases can be deployed without exposing the new features to your user community – This supports your business continuity – This allows the service to be upgraded without the immediate need for end-user training • New features typically have administrative control over exposing them to the users – The majority of new features are turned off by default • New features can be exposed to the user community when they are fully understood and properly integrated into your business processes – You control the scheduling of deployment to suit your business priorities © 2009 Oracle Corporation – Proprietary and Confidential .Going Live Deciding How to Deploy New Functionality and Features • In general.

<Insert Picture Here> What To Do If You Have Problems © 2009 Oracle Corporation – Proprietary and Confidential .

What To Do If You Have Problems 1. Log a Service Request through My Oracle Support or by calling Oracle Global Support 2. Contact your Service Delivery Manager (SDM) if contracted through an Advances Support Assistance service offering © 2009 Oracle Corporation – Proprietary and Confidential . Escalate as appropriate 3. Contact your Technical Account Manager (TAM) if contracted through an Enterprise Solution Management service offering 4.

administrators) for help with a technical or non-technical problem • SRs can be created to ask how-to questions. or report application issues (defects. or performance) • Oracle SRs are logged via the Training and Support Center within CRM On Demand and through the My Oracle Support portal • When needed. outages. submit change requests. users can also call directly into our support team to create an SR or get a status update on a current SR © 2009 Oracle Corporation – Proprietary and Confidential .Service Requests • A service request (SR) is a request by a licensed subscriber (users.

review the Knowledge Base on My Oracle Support • Contact Oracle support with a SR • Make sure you have a clear problem statement: – Cause and effect – All known facts – Is the issue reproducible? Provide reproducible steps in SR • Make sure the business impact of the issue is well understood • Review the SR updates from Support and provide frequent updates to your SR • If you are not satisfied with the progress.Communicating the Issue • If your issue is “how-to”. then follow the SR escalation process © 2009 Oracle Corporation – Proprietary and Confidential .

Service Request Severity/Priority Definitions No loss of service or resources Minor loss of service or resources Severe loss of service or resources w/o acceptable workaround Complete loss of service or resources and work cannot reasonably continue .the work is considered “mission critical” Customer available 24x7 to respond their critical issue © 2009 Oracle Corporation – Proprietary and Confidential .

Escalations • Escalate an issue when you encounter critical roadblocks or are dissatisfied with a resolution or response • Communicate business issues to managers within Oracle Support • Escalate issues in a timely manner • Quality of escalation criteria is key: – – – – Project deadlines Lost revenue Government reporting Users at your door © 2009 Oracle Corporation – Proprietary and Confidential .

siebel.asp +1.com/odcustomercare/contact/contact_cc.Escalation Process Contact Us: http://ebusiness.8521 VP or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer © 2009 Oracle Corporation – Proprietary and Confidential .866.853.

Raising Severity versus Escalations • Severity 1 issues or increases in severity are not escalations • Escalating an issue means calling management’s attention to your SR and when appropriate. © 2009 Oracle Corporation – Proprietary and Confidential . it can be changed by mutual agreement between the Oracle support engineer and the customer. more resources – This two-way dialogue with a manager in Oracle Support will determine the action plan and any increases in severity level If the severity level of the SR becomes inappropriate over time.

Logging and Managing Service Requests • • • • Use My Oracle Support and phone calls as appropriate Review status in My Oracle Support frequently Updates are also emailed to your provided address Detailed how to instructions for logging and managing SRs can be found in Section IV © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> What to Expect in the Event of Problems © 2009 Oracle Corporation – Proprietary and Confidential .

you may also submit a Service Request for Severity 1 and 2 issues © 2009 Oracle Corporation – Proprietary and Confidential .What to Expect in the Event of Problems • Oracle notifies customers about issues via My Oracle Support and the Training and Support Center – The Notifications area of the Training and Support Center will include any service outages and situations concerning diminished service – Notifications are updated as the issue is addressed – Root Cause Analysis (RCA) will be posted as closure to the notification • To receive an RCA.

<Insert Picture Here> Section III My Oracle Support © 2009 Oracle Corporation – Proprietary and Confidential .

My Oracle Support © 2009 Oracle Corporation – Proprietary and Confidential .

Getting Started with Registration • One-time registration to the My Oracle Support (formerly called Metalink) portal • First-time users of the My Oracle Support portal must do the following to log / view SRs or access solutions: – use https://support. • We suggest using the same password you use to log in to Oracle CRM On Demand – Please revisit this whenever your company domain name or e-mail addresses change.com or click the Training and Support link from within Oracle CRM On Demand – Click either the Create a Service Request or Search Knowledge link to access the Register Now! button – The Register Now! button will take you to a short registration page. – Enter the same e-mail address associated with your Oracle CRM On Demand user account and select a password.oracle. – Click the Admin>My Profile links to ensure you use the same password © 2009 Oracle Corporation – Proprietary and Confidential .

My Oracle Support Registration © 2009 Oracle Corporation – Proprietary and Confidential .

My Oracle Support Registration (continued) © 2009 Oracle Corporation – Proprietary and Confidential .

My Oracle Support Sign In © 2009 Oracle Corporation – Proprietary and Confidential .

The Knowledge Base © 2009 Oracle Corporation – Proprietary and Confidential .

Browsing the Knowledge Base © 2009 Oracle Corporation – Proprietary and Confidential .

Browsing the Knowledge Base (continued) © 2009 Oracle Corporation – Proprietary and Confidential .

Browsing the Knowledge Base (continued) © 2009 Oracle Corporation – Proprietary and Confidential .

Knowledge Articles © 2009 Oracle Corporation – Proprietary and Confidential .

Recent Activity © 2009 Oracle Corporation – Proprietary and Confidential .

Recent Searches © 2009 Oracle Corporation – Proprietary and Confidential .

In the Knowledge © 2009 Oracle Corporation – Proprietary and Confidential .

Searching the Knowledge Base © 2009 Oracle Corporation – Proprietary and Confidential .

<Insert Picture Here> Section IV Logging and Managing Service Requests (SRs) © 2009 Oracle Corporation – Proprietary and Confidential .

Logging Service Requests • To create a new Service Request or access an existing Service Request. you need to be logged into My Oracle Support • Methods to access My Oracle Support – Log in directly to My Oracle Support https://support.oracle.com – Click the Training and Support link at the top of any Oracle CRM On Demand page © 2009 Oracle Corporation – Proprietary and Confidential .

Oracle CRM On Demand SR Creation

© 2009 Oracle Corporation – Proprietary and Confidential

Logging a Technical SR

© 2009 Oracle Corporation – Proprietary and Confidential

Logging a Technical SR (continued)

© 2009 Oracle Corporation – Proprietary and Confidential

Logging a Technical SR (continued) © 2009 Oracle Corporation – Proprietary and Confidential .

Logging a Technical SR (continued) © 2009 Oracle Corporation – Proprietary and Confidential .

Oracle CRM On Demand SR List © 2009 Oracle Corporation – Proprietary and Confidential .

Searching SRs © 2009 Oracle Corporation – Proprietary and Confidential .

Updating SRs © 2009 Oracle Corporation – Proprietary and Confidential .

© 2009 Oracle Corporation – Proprietary and Confidential .

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