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Oracle CRM Application Foundation

User Guide

Release 11i

August 2002 Part No. A97632-01

Oracle CRM Application Foundation User Guide, Release 11i Part No. A97632-01 Copyright © 2000, 2002, Oracle Corporation. All rights reserved. Primary Authors: Kellie Briesach, Charles Colt, Carol Fager-Higgins, Robert Geiwitz, Melody Yang The Programs (which include both the software and documentation) contain proprietary information of Oracle Corporation; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent and other intellectual and industrial property laws. Reverse engineering, disassembly or decompilation of the Programs, except to the extent required to obtain interoperability with other independently created software or as specified by law, is prohibited. The information contained in this document is subject to change without notice. If you find any problems in the documentation, report them to us in writing. Oracle Corporation does not warrant that this document is error free. Except as may be expressly permitted in your license agreement for these Programs, no part of these Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Oracle Corporation. If the Programs are delivered to the US Government or anyone licensing or using the Programs on behalf of the US Government, the following notice is applicable: RESTRICTED RIGHTS NOTICE Programs delivered subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication and disclosure of the Programs including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, Programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the Programs shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software - Restricted Rights (June, 1987). Oracle Corporation, 500 Oracle Parkway, Redwood City, CA 94065. The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be licensee's responsibility to take all appropriate fail-safe, back up, redundancy and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and Oracle Corporation disclaims liability for any damages caused by such use of the Programs. Oracle is a registered trademark, and PL/SQL and SQL*Plus are trademarks or registered trademarks of Oracle Corporation. Other names may be trademarks of their respective owners.

Contents
Send Us Your Comments ................................................................................................................ xxiii Preface......................................................................................................................................................... xxv
Intended Audience ............................................................................................................................. Typographic Conventions ................................................................................................................. Documentation Accessibility ........................................................................................................... Other Information Sources .............................................................................................................. Do Not Use Database Tools to Modify Oracle Applications Data ............................................ About Oracle ..................................................................................................................................... xxv xxv xxvi xxvii xxxii xxxiii

Part I 1

Resource Manager

Introduction to Oracle Resource Manager
1.1 1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.1.7 1.1.8 1.2 1.3 Overview of the Oracle Resource Manager....................................................................... What is the Resource Manager?................................................................................... What are Resources? ...................................................................................................... Understanding Roles ..................................................................................................... Understanding Groups ................................................................................................. Determining Group Hierarchy..................................................................................... Understanding Teams ................................................................................................... What is a Salesperson? .................................................................................................. How are the Different Resource Name Fields Used? ............................................... Oracle Resource Manager Integrations ............................................................................ Process Flow for Oracle Resource Manager .................................................................... 1-1 1-2 1-3 1-4 1-6 1-7 1-7 1-8 1-8 1-11 1-12

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1.4 1.5 1.6

What’s New in This Release............................................................................................... 1-13 Terms and Definitions ........................................................................................................ 1-15 Resource Manager Rules for HTML ................................................................................. 1-17

2

Overview of Using Oracle Resource Manager
2.1 2.2 Accessing Oracle Resource Manager Interface ................................................................. 2-1 Summary of Oracle Resource Manager Tasks................................................................... 2-2

3

Managing Employee Resources
3.1 3.2 3.3 3.4 3.5 3.6 Viewing Your Personal Information................................................................................... Defining Your Personal Information .................................................................................. Viewing Your Organizational Structure ............................................................................ Defining Your Skill Rating ................................................................................................... Viewing a Resource’s Skill Ratings ..................................................................................... Making a Resource Web Available ................................................................................... 3-1 3-2 3-5 3-7 3-9 3-10

4

Searching for Resources
4.1 4.2 4.3 Using the Quick Find Search ............................................................................................... 4-1 Initiating an Advanced Search for a Resource .................................................................. 4-2 Initiating an Advanced Search for a Group....................................................................... 4-3

5

Managing Group Resources
5.1 5.2 5.3 5.4 Viewing Your Group Membership Information............................................................... Defining Your Group Membership Information .............................................................. Defining Group Hierarchy ................................................................................................... Viewing Your Group Membership History....................................................................... 5-1 5-2 5-3 5-5

Part II 6

Notes

Introduction to Oracle Notes
6.1 6.2 6.3 Overview of Oracle Notes .................................................................................................... 6-1 Oracle Notes Key Features ................................................................................................... 6-2 Oracle Notes Integrations..................................................................................................... 6-3

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6.4 6.5 6.6

Process Flow for Oracle Notes............................................................................................. 6-4 What’s New in This Release ................................................................................................ 6-4 Terms and Definitions .......................................................................................................... 6-4

7

Overview of Using Oracle Notes
7.1 7.2 Accessing the Oracle Notes Interface ................................................................................. 7-1 Summary of Oracle Notes Tasks ......................................................................................... 7-2

8

Managing Notes
8.1 8.2 8.3 8.4 Creating a Note...................................................................................................................... Adding an Attachment ......................................................................................................... Viewing Existing Attachments............................................................................................ Using the Relate To Function .............................................................................................. 8-1 8-2 8-2 8-2

9

Viewing Note Information
9.1 9.2 9.3 Using the Notes Summary Window................................................................................... 9-1 Viewing All Notes ................................................................................................................. 9-3 Viewing Note Details............................................................................................................ 9-4

10

Searching for a Note
10.1 10.2 Using the Quick Find Search ............................................................................................. 10-1 Searching for a Note............................................................................................................ 10-2

11

Using Forms-based Notes
11.1 11.2 Creating Notes ..................................................................................................................... 11-1 Finding Notes....................................................................................................................... 11-2

Part III 12

Territory Manager

Introduction to Oracle Territory Manager
12.1 12.1.1 12.1.2 Overview of Oracle Territory Management................................................................... 12-1 What is a Territory? ..................................................................................................... 12-2 What is Territory Manager?........................................................................................ 12-2

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12.1.3 What is the Territory Lookup Tool? .......................................................................... 12.2 Oracle Territory Manager Integrations ............................................................................ 12.3 Process Flow for Oracle Territory Manager .................................................................... 12.4 Terms and Definitions ........................................................................................................ 12.5 Basic Territory Building Blocks ......................................................................................... 12.5.1 Qualifiers ....................................................................................................................... 12.5.2 Transaction Qualifiers ................................................................................................. 12.5.3 Customer Name............................................................................................................ 12.5.4 Customer Name Range................................................................................................ 12.5.5 Customer Name Range Group................................................................................. 12.5.6 Resource Qualifiers .................................................................................................... 12.5.7 Using Qualifiers.......................................................................................................... 12.5.8 Territories .................................................................................................................... 12.5.9 Territory Types ........................................................................................................... 12.5.10 Territory Templates.................................................................................................... 12.5.11 Escalation Territories ................................................................................................. 12.6 Different Ways of Creating Territories.......................................................................... 12.6.1 Creating Individual Territories ................................................................................ 12.6.2 Creating a Territory Using a Territory Type .......................................................... 12.6.3 Creating a Territory Using a Territory Template .................................................. 12.7 Territory Hierarchies......................................................................................................... 12.8 Territory Winning Rules................................................................................................... 12.9 Understanding the Territory Details Tab.......................................................................

12-3 12-3 12-4 12-5 12-7 12-7 12-8 12-9 12-9 12-10 12-11 12-11 12-11 12-12 12-12 12-12 12-13 12-13 12-13 12-14 12-14 12-15 12-17

13

Overview of Using Oracle Territory Manager
13.1 13.2 Accessing the Oracle Territory Manager Interface ......................................................... 13-1 Summary of Oracle Territory Manager Tasks................................................................. 13-2

14

Using the Territory Lookup Tool
14.1 14.2 14.3 14.4 Using the Territory Lookup Tool ...................................................................................... Finding a Salesperson Using the Lookup Subtab ........................................................... Finding a Salesperson Using the Lookup by Organization Subtab ............................. Finding a Salesperson Using the Advanced Lookup Subtab........................................ 14-1 14-2 14-3 14-5

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15

Running Reports in Territory Manager
15.1 15.2 15.3 15.4 Territory Definition Report (Forms) ................................................................................. Territory Changes Report (Forms).................................................................................... Territory Definition Report (HTML) ................................................................................ Territory Changes Report (HTML)................................................................................... 15-1 15-2 15-3 15-4

Part IV 16

Assignment Manager

Introduction to Oracle Assignment Manager
16.1 Overview of Oracle Assignment Manager ...................................................................... 16.1.1 What is Assignment Manager? .................................................................................. 16.1.2 What is an Assignment?.............................................................................................. 16.2 Oracle Assignment Manager Integrations....................................................................... 16.3 Ownership and Resources ................................................................................................. 16.3.1 Assigning Ownership.................................................................................................. 16.3.2 Assigning Resources .................................................................................................... 16.3.3 Assisted Assignment Option...................................................................................... 16.3.4 Unassisted Assignment Option ................................................................................. 16.3.5 Intelligent Assignment Option................................................................................... 16.3.6 Window to Promise Assignment Option ............................................................... 16.4 The Gantt Chart ................................................................................................................. 16.4.1 Shift Displays in the Gantt Chart ............................................................................. 16.5 Assigning a Process........................................................................................................... 16.5.1 Assignment Manager Dependencies....................................................................... 16.5.2 Assignment Manager Selection Criteria ................................................................. 16.5.2.1 Preferred Resources ............................................................................................ 16.5.2.2 Territories ............................................................................................................. 16.5.2.3 Resource Availability ......................................................................................... 16.6 Selecting Assignment Criteria ......................................................................................... 16.7 Process Flow for Oracle Assignment Manager............................................................. 16.8 What’s New In This Release ............................................................................................ 16.9 Terms and Definitions ...................................................................................................... 16-1 16-2 16-3 16-3 16-4 16-4 16-5 16-6 16-8 16-9 16-10 16-11 16-12 16-14 16-14 16-15 16-15 16-16 16-17 16-17 16-18 16-19 16-21

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17

Overview of Using Oracle Assignment Manager
17.1 17.2 Accessing the Oracle Assignment Manager Interface.................................................... 17-1 Summary of Oracle Assignment Manager Tasks ........................................................... 17-2

18

Assigning Options
18.1 18.2 18.3 18.4 18.5 Overview............................................................................................................................... Assisted Assignment Option ............................................................................................. Unassisted Assignment Option ......................................................................................... Intelligent Assignment Option .......................................................................................... Assigning with the Window To Promise......................................................................... 18-1 18-1 18-3 18-4 18-4

19

Viewing Resource Information in Assignment Manager
19.1 19.2 19.3 19.4 19.5 Overview............................................................................................................................... Viewing and Assigning Resources in the Gantt Chart .................................................. Viewing Resource Web Availability in the Gantt Chart................................................ Viewing Support Site Name Information ........................................................................ Viewing a Resource’s Product Skills Rating.................................................................... 19-1 19-1 19-3 19-4 19-5

Part V 20

Task Manager

Introduction to Oracle Task Manager
20.1 20.1.1 20.1.2 20.1.3 20.2 20.3 20.4 20.5 20.6 20.7 Overview of Oracle Task Manager ................................................................................... What is a Task? ............................................................................................................. Task Manager Roles ..................................................................................................... Task Manager Rules..................................................................................................... Forms-based Task Manager User Interface ..................................................................... Oracle Task Manager Integrations .................................................................................... Notes and Calendar Integration ........................................................................................ Process Flow for Oracle Task Manager ............................................................................ What’s New in This Release............................................................................................. Terms and Definitions ..................................................................................................... 20-1 20-2 20-2 20-3 20-5 20-7 20-8 20-9 20-10 20-11

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21

Overview of Using the HTML Task Manager
21.1 21.2 Accessing the Oracle Task Manager Interface ................................................................ 21-1 Summary of Oracle Task Manager Tasks ........................................................................ 21-2

22

Viewing Task Information
22.1 22.2 22.3 22.4 22.5 22.6 Viewing the Task Summary............................................................................................... Using the Quick Find Search ............................................................................................. Customizing Your Task Summary Display Options ..................................................... Selecting Sort Options......................................................................................................... Personalizing Your Saved Searches.................................................................................. Viewing Task Details ........................................................................................................ 22-1 22-3 22-4 22-6 22-7 22-10

23

Managing Tasks
23.1 23.2 23.3 23.4 23.5 23.6 23.7 23.8 23.9 23.10 23.11 23.12 23.13 Creating a Task .................................................................................................................... Defining Dates for the Task ............................................................................................... Associating a Task with a Customer ................................................................................ Relating Appointments and Tasks to Source Objects .................................................... Assigning a Resource to a Task ......................................................................................... Specifying the Task Effort .................................................................................................. Creating a Repeating Task or Appointment ................................................................. Mass Creating Tasks ......................................................................................................... Viewing Existing Attachments........................................................................................ Adding an Attachment ..................................................................................................... Viewing Your Task Bin..................................................................................................... Editing Your Task Bin....................................................................................................... Reassigning Tasks ............................................................................................................. 23-1 23-3 23-5 23-6 23-6 23-8 23-10 23-11 23-12 23-12 23-12 23-13 23-15

24

Managing Task Preferences
24.1 24.2 24.3 Defining Your Preferences ................................................................................................. 24-1 Setting User Preferences..................................................................................................... 24-1 Viewing Notifications in Your Worklist .......................................................................... 24-2

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25

Managing Task Contacts
25.1 25.2 Viewing Task Contact Information................................................................................... 25-1 Defining Task Contacts....................................................................................................... 25-2

26

Working with Forms-based Tasks
26.1 26.2 26.3 26.4 26.5 26.6 Creating, Updating, and Finding Tasks ........................................................................... Setting Dependencies for Tasks......................................................................................... Linking Tasks to Source Documentation ......................................................................... Setting Task Flags ................................................................................................................ Documenting Multiple Contact Information .................................................................. Launching the Task Workflow .......................................................................................... 26-1 26-4 26-5 26-6 26-7 26-8

27

Scheduling and Tracking Forms-based Tasks
27.1 27.2 27.3 27.4 Assigning and Scheduling Resources............................................................................... Scheduling Recurring Tasks............................................................................................... Tracking Planned, Scheduled, and Actual Dates............................................................ Tracking a Task Record ...................................................................................................... 27-1 27-3 27-4 27-5

Part VI 28

HTML Calendar

Introduction to the Oracle HTML Calendar
28.1 28.1.1 28.1.2 28.1.3 28.1.4 28.2 28.2.1 28.2.2 28.3 28.4 28.5 28.6 28.7 Overview of Oracle HTML Calendar ............................................................................... Calendar Rules.............................................................................................................. Types of Calendars....................................................................................................... Calendar Views............................................................................................................. Who Uses Calendar?.................................................................................................... Oracle Calendar Key Features ........................................................................................... Managing Appointments ............................................................................................ Personalization and Preferences ................................................................................ Integration with Notes and Tasks ..................................................................................... Oracle HTML Calendar Integrations................................................................................ Calendar Process Flow........................................................................................................ What’s New in This Release............................................................................................... Terms and Definitions ...................................................................................................... 28-1 28-2 28-2 28-3 28-4 28-5 28-5 28-6 28-6 28-7 28-7 28-8 28-10

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29

Overview of Using the Oracle HTML Calendar
29.1 29.2 Accessing the Oracle HTML Calendar Interface ............................................................ 29-1 Summary of Oracle HTML Calendar Tasks .................................................................... 29-2

30

Viewing Your Calendar
30.1 30.2 30.3 30.4 30.5 30.6 Viewing Your Personal Calendar ..................................................................................... Viewing Different Dates on the Calendar........................................................................ Viewing Your Tasks and Your Calendar Simultaneously ............................................ Viewing the Availability of a Resource............................................................................ Adding a New Resource to Your Availability View...................................................... Viewing a Public Calendar ................................................................................................ 30-1 30-2 30-3 30-4 30-5 30-6

31

Managing Appointments
31.1 31.2 31.3 31.4 31.5 31.6 31.7 31.8 31.9 31.10 31.11 31.12 Using the Quick Find Search ............................................................................................. Viewing and Updating Appointment Details................................................................. Creating an Appointment .................................................................................................. Deleting an Appointment .................................................................................................. Defining Attendees for an Appointment ......................................................................... Receiving an Invitation....................................................................................................... Creating a Repeating Task or Appointment ................................................................. Viewing Existing Attachments........................................................................................ Adding an Attachment ..................................................................................................... Relating Appointments and Tasks to Source Objects .................................................. Working with Bins ............................................................................................................ Viewing Your Calendar and Appointment Bins .......................................................... 31-1 31-2 31-4 31-6 31-7 31-9 31-10 31-11 31-12 31-13 31-14 31-15

32

Customizing Your Calendar Preferences
32.1 32.2 32.3 32.4 32.5 32.6 32.7 Changing Your Personal Preferences ............................................................................... Defining Privileges for Your Calendar............................................................................. Working with Group Calendars ....................................................................................... Requesting a New Group or Public Calendar................................................................. Subscribing to a Group Calendar...................................................................................... Switching to Another Calendar......................................................................................... Adding and Removing Task Categories .......................................................................... 32-1 32-3 32-4 32-4 32-6 32-7 32-9

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34.3 Process Flow for the Oracle Forms-based Calendar........3 33........1 Calendar Setup window........................... Viewing and Approving Subscription Requests .........2 What is an Interaction? .............................. Viewing Group Calendar Subscription Information..... 36-2 Creating a ToDo List . 35-1 36 Managing the Oracle Forms-based Calendar 36........................ 37-1 37-2 37-2 37-3 xii ...................................1 Overview of Oracle Interaction History..1...........................................2 33...1 33................1 What is Interaction Data? ..........................1............................................................................................................................................................ 36-3 Part VIII 37 Interaction History Introduction to Oracle Interaction History 37....................... 34................1 36......................4 Viewing and Approving New Group Calendar Requests ............................................................................................................. 37..........................3 Creating Tasks and ToDos in a Calendar.......32..........................................................................................................2 Oracle Forms-based Calendar Integrations ........................................ 37....................2 Calendar Datebook ...............2 36.............................8 Defining Your Time Zone...................................................................1...........1.......................................................................................................1................................................................... 35-1 Summary of Oracle Forms-based Calendar Tasks . 34................................................................................2 Accessing the Oracle Forms-based Calendar Interface...................... 34............................................ 32-10 33 Administering Group Calendars 33................................ Updating Group Calendar Subscription Information.........3 What Is an Activity?............ 34-1 34-1 34-3 34-3 34-3 35 Overview of Using the Oracle Forms-based Calendar 35................. 37................................................................. 36-1 Viewing the Datebook ..............................................1 35.............................................................. 33-1 33-2 33-4 33-5 Part VII 34 Forms-based Calendar Introduction to the Oracle Forms-based Calendar 34...................1 Overview of the Oracle Forms-based Calendar.....

.................................................. 38-1 39 Working with Forms-based Interactions 39........5 37..........................................................................................7.. Drilling Down on Reference Documents ...................................2 41............................................ 37-3 37-3 37-4 37-5 37-6 37-8 37-8 37-9 37-9 37-10 37-10 37-10 38 Overview of Using Oracle Interaction History 38............................................................................................................ 38-1 Summary of Oracle Interaction History Tasks........................................................................... Integration With Scripting .................................5 What Are Media and Media Items? ............4 37........................... 41-3 xiii ....................................................................................................................................... What’s New In This Release ...7 37..............................3 40....................7...................6 37.............................................................. Viewing Migrated 3i Attachments .............................................................7....................2 37...................1 37............................................................. Viewing Open or Closed Activities ........................... 41-1 Viewing Interactions ............................................................................... 39-2 Viewing Interaction Notes ... Importing Mass Data .............................7.....3 Searching Interactions............................... Interaction History Features ..4 37. Interaction History’s Dependencies and Integration .......................... Terms and Definitions .................................2 40............1 38.......... Process Flow for Oracle Interaction History ...................................................................3 Searching Interactions.......................................................2 37.............................. Viewing Activity Notes ...............................37..................... SMTP Email Identifier Available ......4 Searching Activities................. 40-1 40-2 40-3 40-4 41 Working with HTML Interactions 41............................................................................2 39...................................2 Accessing the Oracle Interaction History Interface...................................................................... Viewing Activities ...................................................................................................................................................................................... How does Interaction History Work? ..................................................................................................................................3 37......................... 39-1 Viewing Interactions .........4 37.......................................1 39.......1 40..........................................1 41..7...................................1.. 39-3 40 Working with Forms-based Activities 40.................... 41-2 Viewing Notes in Interaction History ..........................3 37......................

................................... 43....................................... 43.........8 Previewing and Printing a Fulfillment Request .........1................................................................................................1.............1.......10 Using the Fetch SMTP Identifier ...............................................3 What is a Fulfillment Server?............................................................ 44.....1 Overview of Oracle 1-to-1 Fulfillment................... 44....................................................................................................4 Escalation Features.........1................................................................................................. 42-4 Part IX 43 1-to-1 Fulfillment Introduction to Oracle 1-to-1 Fulfillment 43. 43.................. 43..................................................... 44............................. 43......................................... 42-1 Viewing Activities ..........................................9 Redirecting the Finish Button ......................................................................................................................1...... 44......................................................1 42........................................................1 Overview of Oracle Escalation Management .... 43.......... 43.....................1 What is a Fulfillment? .........1.....2 What’s New in This Release...................................... 44................ 43.........................3 What is a Proactive Escalation? .......................................................................................................3 Oracle Escalation Management Integrations....1..........................................................................2 What is a Reactive Escalation?.................................................................................................................................................1................. 43-1 43-2 43-3 43-3 43-4 43-4 43-5 43-7 43-8 43-8 43-9 43-9 43-10 43-10 43-13 Part X 44 Escalation Management Introduction to Oracle Escalation Management 44..1.. 44................................ 43..........................................................1..............................1......... 42-2 Changing Profile Options...............................................1 What is an Escalation? .............2 42......................................................... 43..............................................4 What is a Query? ............42 Working with HTML Activities 42.........................................7 Faxing a Fulfillment Request ....................2 Who Handles Fulfillments? ......1.....................1................... 43.................................6 What Are Some Elements of Fulfillments? .........3 Searching Activities.....................5 What are Datasource Files?...................................................................... 43........................................................................................................... 44-1 44-2 44-2 44-2 44-3 44-3 44-4 xiv ..5 Process Flow Oracle 1-to-1 Fulfillment ......................2 Oracle 1-to-1 Fulfillment Integrations ..1............. 43............................4 Terms and Definitions ........................ 43..3 What’s New in This Release...............................

...................................................5 47........................ Managing a Defect Escalation ....................................................................... Create a Task Only....................1 46.............................6 CreatingEscalations......... Managing a Service Request Escalation ......... 45-1 Summary of Oracle Escalation Management Tasks ......................3........4 46................................................ Notification and Create Task....................................5 Process Flow for Oracle Escalation Manager .... Creating a Document Whose Owner is a Group ............................2 47.............................. What is the Business Rule Monitor? .............................1 48........................ General Tips for Defining Rules.............................................................................. Managing a Task Escalation ..............................3 48....................2 Accessing the Oracle Escalation Manager Interface....................................1 46.......................... Managing Different Types of Escalations ....................................................................................................................................................................................................................................................................................................................................................................................... Escalation Owners and Owner Types ...................................................... Workflow Attributes.....................................................................................................4 44.............................5 48.................................3.... 46-1 46-2 46-2 46-3 46-3 46-3 47 Overview of Proactive Escalations: Business Rule Monitor 47.......................................................................................................................2 47....................................................................... Escalated Object..................... Escalation Territories ......................3 47....................................................................3.................. Resource Types ........................................................ 45-2 46 Overview of Reactive Escalations: Escalation Manager 46............................................................. 44-5 Terms and Definitions ......................................... Workflow Notifications .............................1 45........ 47-1 47-2 47-2 47-3 47-3 47-3 47-3 47-3 47-5 47-7 48 Using Escalation Manager 48.......................................1 47.....................................1 47..........4 47.................... 48-1 48-3 48-4 48-4 48-6 48-7 xv .......................................................................4 48.......................4.....4 47..................... Notification Only...........................4...3 46.......2 46......................... Owners....... Owner Types........................................................................................................................3....................5 What is a Business Rule? .......................44................................................3.............................2 48............3 47........ 44-5 45 Overview of Using Oracle Escalation Management 45.................... Workflow and Workflow Attributes .................................................................2 What is Escalation Manager?................

..........................................................6..........................2 Primary Users ...................1 Overview............................................4.............................................. 49............1 Approval...........3.................. 49..................... 49.1....................................4........... 49...... 49..............................................................................................3..........................................................................................5.....3 Request Owner ........................................................... 49.......................................................6 Approval Processes ............................7....................2 Business User .................................. 49...................Part XI 49 User Management Introduction to Oracle User Management 49........... 49.................4 Enrollments .1................................................................................ 49......7 Access Control...............3 CRM Primary User..........3 Individual User......................................3.........7........................................ 49..........................................................................3.. 49.......................................................................................................7................................................6......................................................4 Delegation and Self-service............................ 49...........................................................................................1 System Administrators............................................................4..................... 49...........................................................................................4................................................................ 49........................ 49...................6.................. 49...........7........................2 Approval Definition........................................ 49.................. 49........................................................ 49.........5 Approvers...............................2 JTA_UM_DELEGATION_ACCESS....................................6...........................................................1 Required Roles..................................3 Delegation Only...4 Approver Lists ................................................5...............................................3 Approval Flow...........................................................................4.....1 Responsibilities ............................................1 CRM HTML Administration ..............................1 Primary User .................................................... 49.....................................................................................................................................................1 Self-service Enrollments ................ 49...5.........................................................................................................7........................................................................1 JTA_UM_SETUP .......................1 Required Roles...................6...................................2....................................................................2.....7.................... 49... 49.................7.................................... 49........................................................... 49..........................................6................................................................... 49..... 49.. 49.... 49...... 49...........................................................2 CRM User Management........................... 49-1 49-2 49-5 49-5 49-5 49-5 49-5 49-6 49-6 49-6 49-6 49-6 49-7 49-7 49-7 49-8 49-8 49-8 49-8 49-9 49-9 49-9 49-9 49-9 49-10 49-10 49-10 49-10 49-10 49-10 49-11 49-11 xvi ...................4.............................................5 Templates......................... 49..............................4......6...............................1..........6...................2 Permissions...................................2 Automatic Enrollments .....................6........2 What’s New in This Release...3 User Types ............................6 Approval Groups ...............................

........ 49...49.................3................................................................................................................. Approving Pending User Requests ............................... 49.......................................................................................................7............. 49................................9.....................4 JTF_PRIMARY_USER_SUMMARY ................................................................................3 50................. 49...........................2.7........... 49.......................3 JTF_APPROVER............................ 49....................................6 JTF_SECURITY_ASSIGN_ROLE ..............................7............7.................................2 JTA_UM_SETUP_ADMIN .............7..............................................9........................9 Terms and Definitions ................................................................................... 49...............9...................................................................7 50...........8...........................5 JTF_SYSTEM_ADMIN_ROLE......... 49............................3 Registration Self-service User UI ...............1 Registration ....................1 JTA_UM_DELEGATION_ACCESS .5 JTF_REG_APPROVAL .............................................................. 49.......................... Approving Requests from the Notification Window...6 50........................................................ 49..................8 50.....2..... Defining a User’s Roles............12 50..................................................3...................... 49..........................3........................................................................ Logging into User Management ...8............................................................................................................8....................................................7....3.............................................2 Java Server Pages (JSPs) ........................4 50..................................................................................................................1 50.................2 50..................................................10 50................................................3 Roles ..................... Creating a New User...........................................................................5 50...........8 Self-Service Registration. 49............ Searching for a User .... Creating the User Management Administrative User .9 50.............................7.....2 Registration Self-service Administration UI ....11 50................... 49............................................................................................. 49.............. 49................ 50-2 50-3 50-4 50-5 50-6 50-7 50-8 50-9 50-10 50-12 50-13 50-15 50-16 xvii .......4 Users..................... 49...................................... 49..................4 JTF_PRIMARY_USER ............. 49-11 49-11 49-12 49-12 49-12 49-12 49-12 49-12 49-13 49-13 49-13 49-13 49-13 49-13 49-13 49-14 49-14 49-14 49-14 49-14 50 Working with Oracle User Management 50............. Viewing Your Notifications ............................................................................................................13 Introduction................7.......................................................................2..............................3 Merchants ........ Deleting a User ...... Defining a User’s Account ......................................2.........................3 JTF_APPROVER....................... Viewing All Users ........................................3..... Editing a User's Details.....................................5 Workflow.......................... 49...............................................................................................................9...................................7......................... 49......................................................................................................................1 Customers......................................7..................................................................9...........................................................................................

..............................................20 50................ Editing an Enrollment's Details................. A-1 Advanced Search ............. Enabling and Disabling Enrollments..........................................50............................................................................................................................................................................................. A-10 Create An Employee Resource ................................................................................ A-5 Resource Detail Read-only ............................................... Removing an Approval ........................................ Searching for an approval .............................................27 50........................................ Creating a New Approval ........................... 50-17 50-19 50-21 50-22 50-23 50-24 50-25 50-26 50-27 50-29 50-30 50-31 50-32 50-33 50-36 50-37 50-37 50-38 50-40 50-42 50-42 50-43 50-44 Part XII A Appendices Oracle Resource Manager User Interface Reference A............................................................................................................................. Removing an Enrollment....... Editing an Approval Details .................................................................................22 50......................................................................26 50..........35 50........... A-11 Define Resource Fields for Update ............................................................................3 A.......... Viewing Approval Preferences.18 50.......................................................1 A.................................................................................................................................................................................................2 A................................................................................................................................................... Creating a Template ................................ Removing a Template ..................................... A-3 Resource Detail Administrator.........14 50...........24 50..................................................................................21 50...........5 A........... Removing a User Type ................................... Editing a User Type's Details................................................................. Searching for a User Type .........17 50.......................................................................................................................................34 50.................28 50...............30 50............... Creating a User Type ......... Enabling and Disabling Approval .................................................23 50..........................................................16 50........................................................................................................................... Searching for an Organization.................. Editing a Template's Details ............................................19 50.......8 Employees....................................36 Defining a User’s Enrollment ...........25 50................................15 50.... Enabling and Disabling Templates ...........29 50............6 A................................................................................................ Creating an Enrollment .....................................................33 50............................................... Updating Approval Preferences...........................................................................................................................31 50............................ Searching for a Template.............................................................. A-2 Resource Detail ...........................................................32 50...........................7 A.................................................... A-12 xviii .....................................................................4 A................................ Activating and Deactivating User Types ........ A-8 Resource Detail Confirmation ..............................

..........................................9 A............ C-10 D Oracle Task Manager User Interface Reference D............................................................................................. Add Attachment Window............................................... B-1 B-2 B-4 B-6 B-6 B-8 B-9 B-10 C Oracle Territory Manager User Interface Reference C............................................................................................ Note Details Window ..................................................................................................................................................................................................................................................................6 B..............................................................................................................7 B...............................................................................2 D................................4 B................................10 A........................................................ C-7 Territory Lookup Search Results ................................................................................. D-13 xix ............................................4 D..........12 A.............................................................7 The Overview Tab ...............................................................................................................................1 B............. C-1 The Transaction Qualifiers Tab ................................................1 D................................................................................2 B.............................................4 C...................................... Rate Skills ...16 Group Summary Window ......................................................................................... Create Note Window ................ Group Hierarchy .............2 C................................................................................................... D-6 Task Search......................................... Create Group............................................ Relate To Window............5 Create Task ..............11 A........................................ D-1 Create Quick Task ............................................................. Notes Search Window in HTML......3 C........................... D-5 Task Summary ...................................15 A.................................. C-5 The Subterritories Tab ...............................6 C....................3 B............................................................................................................ C-4 The Resources Tab...................8 Notes Summary Window.........5 B.... Attachment Summary Window ................................ Define Skill Levels .5 C..........................................................................................3 D................................................................................................................................................................................................ C-6 Territory Lookup Tool Field Descriptions................................................................... C-3 The Resource Qualifiers Tab........... Group Detail...................................... Skills .................A...................................... A-14 A-14 A-15 A-17 A-19 A-20 A-20 A-21 B Oracle Notes User Interface Reference B.......................1 C...... All Notes Window........................................................................................................................................................................................................................................................14 A...................................................................... D-9 Task Details ............................................13 A.......... Advanced Group Search .......................................

.................... E-1 Weekly View ....................................................................... Repeating ........................................... Efforts ............... E-18 Appointment Invitation.............................................10 D.................................................... Add Attachments ....................................................... Assignments ............................................................................................................................................ E-16 Attendees ..................... E-9 Group Calendar Description......................................................................................................................................................................................................................................................6 E...................................... E-11 Calendar Personal Preferences ......................13 E............................21 E....... E-2 Monthly View .....................6 D................... E-11 Switch to Another Calendar.................................................... E-10 Request New Group..................................................................................................................................................... E-5 Combination View.....................................15 E..7 D........9 E....8 D................ D-16 D-18 D-19 D-20 D-23 D-24 D-26 D-27 E Oracle HTML Calendar User Interface Reference E...................................................................................................... E-20 Repeating .........................2 E...................................................................................12 E...........................................................................4 E... Attachments ..............................................16 E............................................................... F-1 xx ................................................................... E-24 F Oracle Interaction History User Interface Reference F.............................................................. E-11 Privileges............................................................. E-23 Add Attachments ........................................ Mass Create .......................................................................................................................7 E.................................................8 E.......................19 E...........................................................................1 E............................................. E-19 Reference......5 E....................................1 The Outcomes Window ......................................................................................................................................................................................................12 D...........................................18 E...................... E-4 Yearly View ........................................................................ E-8 Group Calendar Summary.................9 D..................................................... E-14 Create Appointment........................................................................................................................10 E............................. E-21 Attachments ....................22 Daily View ...................................11 D......................................................................................13 Reference.......................................................................................................................................................................... E-6 Availability View...17 E......................................20 E..................................................................................................11 E.........................................3 E......................................................................................................................................D................................... E-12 Categories .............................................................14 E................ Task Contacts .................................................................. E-13 User Time Zone.................................................................................................. E-14 Appointment Details.................................................................

................................................................................... G-1 Explanation of Business Rule Monitor Components ............................... The Action Item Window......................................................................2 G................................................................ The Action Window..F............................................8 The Results window.............. G-3 Glossary xxi .................4 F.......................................................................................6 F....................1 G.......... The Outcome-Result Window ..... F-2 F-3 F-4 F-4 F-5 F-5 F-6 G Oracle Escalation Management User Interface Reference G.............3 Explanation of Escalation Manager Components ..7 F.................................... The Reasons Window ................................................ The Result-Reason Window .......2 F........................................................................................................................................................... The Wrap Up Window ............................................................................................5 F..............................3 F................................... G-3 Business Rule Monitor window .........................................................................

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You can send comments to us at: Oracle Corporation CRM Application Foundation Content Development Manager 500 Oracle Parkway Redwood Shores. and the chapter. USA If you would like a reply. and (optionally) electronic mail address. A97632-01 Oracle Corporation welcomes your comments and suggestions on the quality and usefulness of this document. please indicate the document title and part number. If you have problems with the software. Release 11i Part No. address. where? Are the examples correct? Do you need more examples? What features did you like most? If you find any errors or have any other suggestions for improvement. Your input is an important part of the information used for revision. xxiii . CA 94065. please contact your local Oracle Support Services. and page number (if available).Send Us Your Comments Oracle CRM Application Foundation User Guide. section. ■ ■ ■ ■ ■ Did you find any errors? Is the information clearly presented? Do you need more information? If so. please give your name. telephone number.

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Lowercase italics in the text represent variables. : Monospace text Monospace text represents code or SQL statements. See Other Information Sources for more information about Oracle Applications product information. This guide assumes you have a working knowledge of the following: ■ ■ The principles and customary practices of your business area Oracle CRM Application Foundation If you have never used Oracle CRM Application Foundation. ■ The Oracle Applications graphical user interface To learn more about the Oracle Applications graphical user interface. read the Oracle Applications User Guide.Preface Intended Audience Welcome to Release 11i of the Oracle CRM Application Foundation User Guide. Typographic Conventions The following table describes this documents typographic conventions. Oracle suggests you attend one or more of the Oracle CRM Application Foundation training classes available through Oracle University. lowercase italics xxv . Substitute an appropriate value for the variable.

This documentation is available in HTML format. In indicates XML elements in discussions about XML code. JAWS may not always read a line of text that consists solely of a bracket or brace. ■ Bold Text in bold either represents a button name or is used for emphasis. and contains markup to facilitate access by the disabled community.oracle. but is not required. xxvi . a Windows screen reader. visit the Oracle Accessibility Program web site at http://www. Documentation Accessibility Our goal is to make Oracle products. For additional information. Oracle Corporation neither evaluates nor makes any representations regarding the accessibility of these Web sites. Standards will continue to evolve over time.com/accessibility/. with good usability. Accessibility of Code Examples in Documentation JAWS. and supporting documentation accessible. Text inside angle brackets can mean either of the following: ■ Indentation <text> It denotes a variable that is replaced with an actual value at runtime. Indentation helps to show structure within code examples. to the disabled community.UPPERCASE Uppercase characters within the text represent command names. however. may not always correctly read the code examples in this document. our documentation includes features that make information available to users of assistive technology. and terms associated with the Oracle database. Accessibility of Links to External Web Sites in Documentation This documentation may contain links to Web sites of other companies or organizations that Oracle Corporation does not own or control. services. SQL reserved words and keywords. and Oracle Corporation is actively engaged with other market-leading technology vendors to address technical obstacles so that our documentation can be accessible to all of our customers. The conventions for writing code require that closing braces should appear on an otherwise empty line. To that end.

you can purchase them from the Oracle Store at http://oraclestore. You can access this user guide online by choosing ”Getting Started with Oracle Applications” from any Oracle Applications help file. by reading from the Oracle Applications Document Library CD included in your media pack. and support services. Online help patches are available on MetaLink.oracle. Online Documentation All Oracle Applications documentation is available online (HTML or PDF). as well as running and reviewing reports and concurrent processes. Oracle CRM Technology Foundation Implementation Guide contains information relating to User Management including user registration and management performed through the System Administrator’s Console. Documents Related to All Products Oracle Applications User Guide This guide explains how to enter data. Therefore. training. use only the Release 11i versions of those guides. to increase your knowledge and understanding of Oracle CRM Application Foundation. and navigate using the graphical user interface (GUI) available with this release of Oracle CRM Application Foundation (and any other Oracle Applications products). or by using a Web browser with a URL that your system administrator provides.com. query. you may want to refer to other product documentation when you set up and use Oracle CRM Application Foundation. Related Documentation Oracle CRM Application Foundation shares business and setup information with other Oracle Applications products. xxvii . run reports. including online documentation. If this guide refers you to other Oracle Applications documentation. If you require printed guides.Other Information Sources You can choose from many sources of information. This guide also includes information on setting user profiles. You can read the documents online by choosing Library from the expandable menu on your HTML help window.

This guide also introduces the concepts behind Applications-wide features such as Business Intelligence (BIS). Oracle CRM Application Foundation API Reference Guide This manual describes the public. architecture. which minimizes the time to install Oracle Applications. features. It includes API information for the following Application modules: ■ ■ ■ ■ ■ Interaction History Resource Manager Task Manager Fulfillment Notes Installation and System Administration Oracle Applications Concepts This guide provides an introduction to the concepts. and Self-Service Web Applications. languages and character sets. In addition. much of the installation process is handled using Oracle Rapid Install. This guide contains instructions for using Oracle Rapid Install and lists the tasks you need to perform to finish your installation. and terminology for Oracle Applications Release 11i. technology stack. it contains procedures and implementing and System Administration tasks that are necessary to perform in each of the modules. You should use this guide in conjunction with individual product user guides and implementation guides. and the Oracle8i Server technology stack by automating many of the required steps. the Oracle8 technology stack. In Release 11i. xxviii . supported Application Foundation APIs. It provides a useful first book to read before an installation of Oracle Applications. Installing Oracle Applications This guide provides instructions for managing the installation of Oracle Applications products.Documents Related to This Product Oracle CRM Application Foundation Implementation Guide The Implementation Guide contains important reference and background information on each of the CRM Application Foundation modules.

AD Relink. The steps should be done immediately following the tasks given in the Installing Oracle Applications guide. License Manager. and others.7. to upgrade to Release 11i. AutoPatch. Oracle Applications User Interface Standards for Forms-Based Products This guide contains the user interface (UI) standards followed by the Oracle Applications development staff.7 or Release 11. Oracle Alert User’s Guide This guide explains how to define periodic and event alerts to monitor the status of your Oracle Applications data. It describes the Oracle Application Object Library components needed to implement the Oracle Applications user interface described in the Oracle Applications User Interface Standards for Forms-Based Products. AD Administration. It describes the UI for the Oracle Applications xxix . Oracle Applications Developer’s Guide This guide contains the coding standards followed by the Oracle Applications development staff.0. customize menus and online help. or character mode) or Release 11. It also provides information to help you build your custom Oracle Forms Developer 6i forms so that they integrate with Oracle Applications.7 (NCA. This guide describes the upgrade process and lists database and product-specific upgrade tasks. screenshots. AD Controller.Oracle Applications Supplemental CRM Installation Steps This guide contains specific steps needed to complete installation of a few of the CRM products. You must be either at Release 10. SmartClient. Maintaining Oracle Applications Use this guide to help you run the various AD utilities. and other information that you need to run the AD utilities. and manage concurrent processing. It contains how-to steps. such as AutoUpgrade. You cannot upgrade to Release 11i directly from releases prior to 10. Oracle Applications System Administrator’s Guide This guide provides planning and reference information for the Oracle Applications System Administrator. It contains information on how to define security. Upgrading Oracle Applications Refer to this guide if you are upgrading your Oracle Applications Release 10.0 products to Release 11i. This guide also provides information on maintaining the Oracle applications file system and database.

as well as for users responsible for the ongoing maintenance of Oracle Applications product data. reports. Oracle Applications Flexfields Guide This guide provides flexfields planning. Other Implementation Documentation Multiple Reporting Currencies in Oracle Applications If you use the Multiple Reporting Currencies feature to record transactions in more than one currency. use this manual before implementing Oracle CRM Application Foundation. integrate Oracle Applications data with non-Oracle applications. This manual also provides information on creating custom reports on flexfields data. This manual details additional steps and setup considerations for implementing Oracle CRM Application Foundation with this feature. forms. You also use this guide to complete the setup steps necessary for any Oracle Applications product that includes workflow-enabled processes. Oracle eTechnical Reference Manuals Each eTechnical Reference Manual (eTRM) contains database diagrams and a detailed description of database tables. Oracle Workflow Guide This guide explains how to define new workflow business processes as well as customize existing Oracle Applications-embedded workflow processes. and write custom reports for Oracle Applications products. setup and reference information for the Oracle CRM Application Foundation implementation team. so you can define and support different organization structures when running a single installation of Oracle CRM Application Foundation. Oracle eTRM is available on Metalink xxx .products and how to apply this UI to the design of an application built by using Oracle Forms. This information helps you convert data from your existing applications. and programs for a specific Oracle Applications product. Multiple Organizations in Oracle Applications This guide describes how to set up and use Oracle CRM Application Foundation with Oracle Applications' Multiple Organization support feature.

Oracle training professionals can tailor standard courses or develop custom courses to meet your needs. you may want to use your organization’s structure. and data as examples in a customized training session delivered at your own facility. or you can use Oracle Learning Network (OLN). and Oracle’s large staff of consultants and support specialists with expertise in your business area. For example. This team includes your Technical Representative. Oracle Applications Message Reference Manual This manual describes Oracle Applications messages. This documentation includes APIs and open interfaces found in Oracle Order Management Suite. our team of experienced professionals provides the help and information you need to keep Oracle CRM Application Foundation working for you. xxxi . you can arrange for our trainers to teach at your facility. You have a choice of educational environments. Account Manager. Use this guide to correctly implement CRM Application Foundation. and your hardware and software environment. Oracle CRM Application Foundation Implementation Guide Many CRM products use components from CRM Application Foundation. Training and Support Training Oracle offers training courses to help you and your staff master Oracle CRM Application Foundation and reach full productivity quickly. This manual is available in HTML format on the documentation CD-ROM for Release 11i. terminology. In addition. This documentation includes APIs and open interfaces found in Oracle Manufacturing. Oracle University's online education utility. Support From on-site support to central support. managing an Oracle8i server. Oracle Order Management Suite APIs and Open Interfaces Manual This manual contains up-to-date information about integrating with other Oracle Manufacturing applications and with your other systems.Oracle Manufacturing APIs and Open Interfaces Manual This manual contains up-to-date information about integrating with other Oracle Manufacturing applications and with your other systems. You can attend courses offered by Oracle University at any one of our many Education Centers.

To use MetaLink. change. If you enter information into database tables using database tools. retrieve. look at bug details. Self-Service Toolkit: You may also find information by navigating to the Self-Service Toolkit page as follows: Technical Libraries/ERP Applications/Applications Installation and Upgrade. download patches. you can obtain information and advice from technical libraries and forums. you risk destroying the integrity of your data and you lose the ability to audit changes to your data. register at (http://metalink. you may change a row in one table without making corresponding changes in related tables. and create or update TARs. xxxii . store. Because Oracle Applications tables are interrelated. Oracle Data Browser. You also lose the ability to track who has changed your information because SQL*Plus and other database tools do not keep a record of changes. Oracle Applications automatically checks that your changes are valid.oracle. available 24 hours a day. If your tables get out of synchronization with each other.com). and maintain information in an Oracle database. telephone menu.OracleMetaLink OracleMetaLink is your self-service support connection with web. But when you modify Oracle Applications data using anything other than Oracle Applications. Oracle provides powerful tools you can use to create. Alerts: You should check OracleMetaLink alerts before you begin to install or upgrade any of your Oracle Applications. Oracle Applications also keeps track of who changes information. But if you use Oracle tools such as SQL*Plus to modify Oracle Applications data. and e-mail alternatives. With OracleMetaLink. database triggers. When you use Oracle Applications to modify your data. Oracle supplies these technologies for your convenience. Navigate to the Alerts page as follows: Technical Libraries/ERP Applications/Applications Installation and Upgrade/Alerts. you may store invalid information. 7 days a week. you risk retrieving erroneous information and you risk unpredictable results throughout Oracle Applications. or any other tool to modify Oracle Applications data unless otherwise instructed. Do Not Use Database Tools to Modify Oracle Applications Data Oracle STRONGLY RECOMMENDS that you never use SQL*Plus. download the latest documentation. any change you make using Oracle Applications can update many tables at once.

unified computing and information resource. xxxiii . and support services. and applications products. into a single. an integrated suite of more than 160 software modules for financial management. Oracle products are available for mainframes. different operating systems. personal computers. different networks. applications development. supply chain management. education. Oracle is the world’s leading supplier of software for information management. manufacturing. decision support.About Oracle Oracle Corporation develops and markets an integrated line of software products for database management. network computers and personal digital assistants. human resources and customer relationship management. tools. project systems. minicomputers. and office automation. and even different database management systems. and the world’s second largest software company. as well as Oracle Applications. Oracle offers its database. along with related consulting. in over 145 countries around the world. allowing organizations to integrate different computers.

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Part I Resource Manager This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ Introduction to Oracle Resource Manager Overview of Using Oracle Resource Manager Managing Employee Resources Searching for Resources Managing Group Resources .

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or partners. such as employees.1 Introduction to Oracle Resource Manager This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Overview of the Oracle Resource Manager Oracle Resource Manager Integrations Process Flow for Oracle Resource Manager What’s New in This Release Terms and Definitions Resource Manager Rules for HTML 1. For example. parties. Once imported. Furthermore. they become available for other modules and applications to use. its appearance can change. Resource Manager can be accessed from Forms and HTML depending on use and who is using it. It acts as a central repository for various types of resources. suppliers. or if it is integrated with other applications or modules. Whether or not resources are created in Resource Manager. which are created in other Oracle applications into Resource Manager.1 Overview of the Oracle Resource Manager Resource Manager enables other modules and applications to use resources no matter where they were created. you can import various types of resources. You can further define your resources by organizing them into groups and teams and assigning various roles to them. depending on whether or not it is used as a stand-alone module. You can also update information about resources (which were created in other applications) by using a variety of concurrent programs to synchronize your information. Introduction to Oracle Resource Manager 1-1 . when coupled with the HTML Calendar.

you can define and identify employee resources as salespeople. This section covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ What is the Resource Manager? What are Resources? Understanding Roles Understanding Groups Determining Group Hierarchy Understanding Teams What is a Salesperson? How are the Different Resource Names Fields Used? 1. you can enter or view additional information in the Service. ■ ■ ■ 1-2 Oracle CRM Application Foundation User Guide . and supplier contacts from Purchasing. Defining and organizing your resource information makes your resources available to the calling application modules for work action.1. Team resources can be created in the Forms-based Resource Manager only. groups. The only resource you can define in the Forms-based Resource Manager is a salesperson. for applications to access and manage their resources. as individuals. In the Forms-based Resources window. parties and partners from Oracle Accounts Receivables.Overview of the Oracle Resource Manager Resource Manager appears as a tab labeled "People". or Receivables tab for any selected resource. Create a resource group and team structure by using Resource Manager to better manage resources for particular business needs. Compensation. In the HTML-based Resource Manager. Identify resources as salespeople. This employee information is also recorded in the Oracle Human Resources Management System (HRMS) tables and automatically becomes a CRM resource. Assign additional attributes to the resources so that these resources can be used by other applications.1 What is the Resource Manager? Resource Manager provides lists of resources. Use Resource Manager to: ■ Import employees from Oracle HRMS. and teams. Interaction Center.

and her list of plant managers (supplier contacts) from the companies that design and engineer her products. Example Sue Smith.Overview of the Oracle Resource Manager ■ Assign individual resources with resource roles and role types to groups and teams. She also decides that an upcoming sales campaign will need a group of cross functional people to target her goal. Table 1–1 Resource Category Descriptions Resource Employee Description An employee is a person who has been hired to work for a company. Resources of type "Supplier" can be imported as resources from the Oracle Purchasing (PO) application. So she also creates a team called Campaign Z. six marketing representatives. This information is recorded in the HRMS tables. Sue decides to create two resource groups. To make her organization more efficient. her list of top ten customers (parties) from various customer accounts. Resources of type "Employee" are imported as resources from Human Resources Management System (HRMS). and partners that are used by the different CRM components to accomplish business objectives. and a project manager to oversee the group. To make sure her sales team gets paid their commissions. The following table describes all five resource categories used in Resource Manager. Supplier Contact Introduction to Oracle Resource Manager 1-3 .2 What are Resources? Resources are defined as the employees. Examples of an Employee resource include a Sales Representative or a Field Service Engineer. a new sales manager at Vision. Inc. two collateral writers. wants to establish all her employees and outside contacts in the E-Business suite. This team is made up of ten sales people. supplier contacts. one of all her outside salespeople and one for all her inside sale people. she defines each one as a salesperson. This allows you to assign groups of people with the appropriate resources to specific tasks.1. She imports her subordinate group of salespeople from HRMS. 1. parties. An example of a supplier contact is a Sales Representative or Field Service Engineer who is a contact for a vendor. A supplier contact is the contact information for a person or agency that sells raw material or goods.

and resource teams. Telesales. Other/TBH is the only resource that is created and not imported in the Forms-based Resource Manager. You assign roles to resources. Support. Partner Other/TBH Resources can be organized into groups and teams. The seeded roles for Telesales include manager. the seeded roles for Sales include manager. and Channel_Manager). resource groups. You can define custom role types for your business needs. approver. Resources of type "Party" can be imported as resources from Oracle Accounts Receivables. Sales Compensation. and Call Center are all role types. A partner is one of two or more persons who contribute capital to establish or maintain a commercial venture and who usually share in the risks and profits. administrator. Example Think of role types as a "family" and its members as having the various "roles" with in the family. A Partner resource can be imported as resources from Accounts Receivables. and agent. Marketing. Use this resource to create a salesperson that is going to be hired (TBH) but is not yet an employee.1.Overview of the Oracle Resource Manager Table 1–1 Resource Category Descriptions Resource Party Description A party is an entity that can enter into a business relationship. An example of a party is a customer. or functions within the applications (such as default marketing approver. 1-4 Oracle CRM Application Foundation User Guide . For example. a role or a role type.3 Understanding Roles Roles A role can encompass one or more job descriptions and job titles (Field Service Representative). administrator. Ensure that a role type exists so that you can associate the new role. 1. Examples are Sales. Each group or team is defined in one of two ways. Role types are seeded by the different modules that access the Resource Manager. MES_Publish. You can define custom roles for your business needs. and representative. Role Types A role type is a collection of roles associated with a particular CRM module.

administrator. Administrator. only a user in a group with either the Administrator or Manager group member role attribute can update group member and group hierarchy information.Overview of the Oracle Resource Manager Sales (role type) Roles: manager. notifications for members of groups go to the manager. It is also used for workflow notifications and escalations. Manager. This hierarchy is used in sales product families. In addition to these responsibilities. a role attribute can also be designated as active (currently). and define its responsibility within the group. all the forecasts for a group of sales representatives will roll up to the person with the Manager role attribute in that group. Manager: Used to set up the group reporting hierarchy. Introduction to Oracle Resource Manager 1-5 . For example. ■ ■ ■ You use these role attributes to define how a resource is reporting hierarchy. such as Sales Online and Telesales.) Lead: Used in the context of team lead. representative. to control the data access privilege (customer. if you set up an escalation for service requests and tasks. a user with the Manager group member role attribute can update the group member and group hierarchy information in the HTML Resource Manager. Administrator: Used to grant this user permission to view information about other group members. For example. and sales opportunity) as well as sales forecast rollup and incentive compensation plan through the group functionality. and sales approver Role Attributes Role attributes are associated with each role. In addition. In the HTML-based Resource Manager. and seeded (available out-of-the-box). sales lead. There are four seeded role attributes that can be associated to roles at role creation: ■ Member: Default when another attribute is not chosen (Lead.

but not all group roles need to be filled. Mary’s group. John. as well as another resource group. Seeded Admin. Seeded Manager. Mark.Overview of the Oracle Resource Manager Example The following table lists example role types. Active. Active. Seeded Member. Resource Groups A group is based on the similar functionality or the roles of its members. For example. A resource can belong to one or many groups at one time. Table 1–2 Example of Roles.1. Active. Seeded Admin. a sales group has one sales manager and a few sales representatives. Group Member Roles Roles and responsibilities are commonly associated with all members of a resource group. Role Attributes. Active. It can consist of individual resources and groups. Seeded Telesales ■ ■ ■ ■ ■ ■ See Also ■ ■ Understanding Groups Understanding Teams 1.4 Understanding Groups The following concepts are useful in understanding the groups function in Resource Manager. Active. and Carol. The sales manager and the sales representative are job roles assigned to the group members. Seeded Member. Active. 1-6 Oracle CRM Application Foundation User Guide . Linda’s group includes individual resources. Active. and the seeded roles associated with each along with their attributes. For example. Seeded Member. and Role Types Role Type Sales Seeded Roles ■ ■ ■ ■ Role Attribute ■ ■ ■ ■ Manager Administrator Approver Representative Manager Administrator Agent Manager.

and a Partner). 1.5 Determining Group Hierarchy Individual resources can be assigned to a group.Overview of the Oracle Resource Manager Each member can have multiple roles defined within a group. Jack and Frank indirectly report to Jeff Walsh who leads the Field Sales Group as Field Sales Manager. For example.1. the Sales Manager of Product A. Group Roles Multiple roles can be assigned to a resource group. For example. For example. You define a team to organize the necessary resources to accomplish an objective or a particular task. Example Jack William and Frank Nelson are sales representatives who belong to the Product A group and directly report to Pat Smith. Teams consists of groups and individual resources that work together to efficiently complete a project. at the same time. Refer to the Viewing Group Hierarchy procedure in the Implementation Guide for detailed information. A resource can belong to multiple resource teams. Mid West Sales Group consists of only two people due to resource constraints. and a group can belong to another group or to multiple groups. even if they have different roles assigned to them individually. However. The Field Sales Group and the Product A group have a parent-child relationship. Introduction to Oracle Resource Manager 1-7 .6 Understanding Teams You create Teams only in the Forms-based Resource Manager. Resource Teams A team is a collection of cross-functional resources. sales manager and field sales agent. Those three resources play a role in Group A. Team members are chosen for their availability and qualifications. a solution team can have support and sales groups as well as a telesales agent as an individual resource.1. The following concepts are useful in understanding the Teams function in Resource Manager. You can use the group hierarchy to view direct reporting or all reporting information for a resource. a Party. one of them plays two roles. Group A has three resources (an employee. Resources therefore can be organized through a group hierarchy with a parent-child relationship. The Party can have an individual Team role but the role it plays in group A is the Manager role. 1.

thus Vision Enterprises becomes a salesperson and can be assigned to your group or team. Salespeople are typically field personnel. These resource categories never change. but can also be support groups and other product specialists involved either directly or indirectly in generating revenue for the organization. can have multiple roles assigned to a team. a team member can have both Sales Manager and Sales Representative roles due to resource constraints in a team. and not import. these imported resources always carry their original resource categories of Employee. is a salesperson with resource category of OTHER. For example. and a salesperson in HTML. and Supplier Contacts can all be further defined as salespeople by having sales numbers and relevant information assigned to them after being imported to the Resource Manager. salespeople can be internal employees or external people or organizations. In addition to imported resources. Employees. Vision Enterprises can be imported as category “Partner” from Accounts Receivables and be given a sales number and relevant information. Example Your company partners with Vision Enterprises to promote certain products. still with the same category "Partner" for marketing campaign or opportunities. 1. Partners. For example. 1.7 What is a Salesperson? A salesperson is any person involved in the sale or support of products and services. or Supplier Contact. However. and a sales approver role at the same time while sales demand is strong.Overview of the Oracle Resource Manager Team Member Roles Each team member. whether or not it is an individual resource or a resource group.1. Depending on their relationship to the sales organization. a solution team plays a support manager role. Team Roles You can assign multiple roles to a team.1. Partner. Parties. the only resources you can create. or TBH (to be hired) in Forms.8 How are the Different Resource Name Fields Used? There are several name fields that are associated with Resource Manager: ■ Employee Name 1-8 Oracle CRM Application Foundation User Guide . Party.

If the resource is also a salesperson. The source name derives from HRMS before the resource is imported. Note: The resource name and salespersons name are always the same regardless of resource category. The resource (preferred) name is the name that is available to the other modules or applications from Resource Manager. then the salespersons name is populated with the resource name. perhaps your first name is difficult to pronounce and you have always used a nickname. Understanding the Differences of the Various Name Fields An employee can be created in HRMS. The user name is generally one brief name that is used for e-mail and logging into applications and it never changes. It is also the source name which you can see in the Forms UI. For example. Her employee data was created in HRMS. Any changes made to the resource name. That nickname is your resource name. the full name is populated in the Resource Name and Source Name fields. and imported into Resource Manager. there is a Salesperson Name field in the HRMS application. Resource Name: Source or Employee Name: Penelope Smith Penelope Smith Introduction to Oracle Resource Manager 1-9 . are automatically reflected to the salespersons name. However. When the employee is imported into Resource Manager.Overview of the Oracle Resource Manager ■ ■ ■ ■ Source Name Resource (Preferred) Name Salespersons Name User Name An employee name is usually your legal name. The salespersons name is not visible in either of the Forms or HTML UIs but is recorded in the Resource Manager Salesreps table. Example Penelope Smith joins Vision Enterprises as a salesperson. or when a resource is created in Resource Manager. The source name and employee name are always the same for category Employee.

The Resource Administrator changes her resource name accordingly which is reflected in her salespersons name as well. Jones. Resource Name: Source or Employee Name: Salespersons Name: Penny Smith Penelope Jones Penny Smith Later in the year. The Resource Administrator changes her resource name accordingly which is reflected in her salespersons name as well. Resource Name: Source or Employee Name: Salespersons Name: Penny Smith-Jones Penelope Jones Penny Smith-Jones Later in the year. 1-10 Oracle CRM Application Foundation User Guide . At this time. Resource Name: Source or Employee Name: Salespersons Name: Penny Smith Penelope Smith Penny Smith Later in the year she marries and decides to use her husband’s last name. So she changes her resource name in the HTML version of Resource Manager to Penny since that is what she prefers people to call her. In this example. So HRMS changes her last name as requested and the Resource Administrator runs the Synchronize Employees concurrent program. the Synchronize Employees concurrent program was not run. the Synchronize Employees concurrent program was run. In this example.Overview of the Oracle Resource Manager Salespersons Name: Penelope Smith Her customers know her by the nickname Penny. she decides that she wants to append her new last name to her maiden name. she prefers to use her given name so customers will not be confused. she decides that she wants to append her new last name to her maiden name.

Sales Online uses Resource Manager to set up a sales hierarchy. iSupport uses Resource Manager to set up support groups to fulfill service and support needs. create teams and groups. ■ ■ ■ ■ ■ The following CRM Application Foundation modules also use Resource Manager: ■ Forms-based Calendar uses Resource Manager to track the availability of resources. Incentive Compensation uses Resource Manager to set up sales representatives and sales compensation group hierarchies. and organize resources within those teams and groups. Interaction History uses Resource Manager to provide touch points. define resources (salespeople). define roles and role types. Territory Manager uses Resource Manager to select the resources for a particular territory. Call Center uses Resource Manager for call center routing.Oracle Resource Manager Integrations Resource Name: Source Name: Employee Name: Salespersons Name: Penny Smith-Jones Penelope Jones Penelope Smith-Jones Penny Smith-Jones 1. Service uses group and team lists of resources from Resource Manager for service request assignments. the following CRM modules use Resource Manager to define or schedule resources: ■ Marketing uses Resource Manager to set up marketing groups and execute marketing campaigns. For example. ■ ■ ■ Introduction to Oracle Resource Manager 1-11 .2 Oracle Resource Manager Integrations The entire CRM suite uses Resource Manager to import and view resources. Assignment Manager uses Resource Manager to provide a list of qualified resources.

group. 1-12 Oracle CRM Application Foundation User Guide . You can only import partners that are defined as an organization. and team lists of resources for task assignments. the supplier contact must exist in the PO_VENDOR_CONTACTS table and be effective on the given date of import. however you can subsequently define the imported party as a sales person and assign it a sales number and other relevant information. Resources of category “Employee” can be imported as resources from Human Resource Management System (HRMS). The employee must exist in table PER_ALL_PEOPLE_F and be effective on the given date of import. You can import resources from the following different sources: ■ Resources of category “Party” and “Partner” can be imported from Accounts Receivables (AR) to Resource Manager and can become available resources.Process Flow for Oracle Resource Manager ■ Task Manager uses Resource Manager to provide single. When importing supplier contacts from Purchasing (PO). Resources of category “Supplier Contact” can be imported as resources from one or more supplier sites.3 Process Flow for Oracle Resource Manager The following table describes the order and process of using Resource Manager. Resource Manager uses the concept of the Oracle Trading Community Architecture (TCA). ■ ■ 1.

5.4 What’s New in This Release This release of CRM Application Foundation has the following new features in Resource Manager subsequent to the 11. This allows others to see where your level of expertise is. ■ ■ ■ Search for Resources Define Group Hierarchy View: ■ ■ ■ (Optional) Use Resource Manager to search for a resource. but you cannot delete any of them without entering a new name or its value. for example if your manager was manually reassigning a service request through the Assignment Manager module and needed someone who was immediately available and with your set of skills. (Optional) Convert the skill rating to a numeric system. (Optional) View a resource’s skill rating.What’s New in This Release Table 1–3 Resource Manager User Process Steps View and Update: ■ ■ Description ■ Type HTML Performed By All Users Personal Information Organizational Structure Group Membership Information View and Define a Skill Rating Change the Name of a Skill Rating Assign a Numeric Value to a Skill Rating ■ ■ (Optional) View and update your personal information to keep it current. ■ ■ ■ ■ HTML All Users Only the System Administrator can assign a numeric value to a skill rating. as well as define your own skills. (Optional) The Skill levels are editable. (Optional) Use Resource Manager to view role types. and role attributes to verify they are consistent with your business logic. (Optional) Use Resource Manager to define group hierarchy.4 release: Profile Option: Resource Active Days After Termination of Relationship The Synchronize Parties and Partners concurrent program end dates a resource in Resource Manager when either the party is inactivated or the relationship is end Introduction to Oracle Resource Manager 1-13 . View and update Group membership information. Use the organizational structure to view managers and subordinates. Forms HTML HTML Forms HTML All Users All Users All Users Role Types Roles Role Attributes 1.7. roles.

However there are times. which is defaulted at 30 days. you can view skills and their ratings associated to a resource either as a Resource report or a Group report. Resource Manager enables you to define skills using the following combinations: ■ ■ ■ ■ ■ ■ ■ Product Product and component Product and problem code Problem code Problem code and category Platform Platform and Category 1-14 Oracle CRM Application Foundation User Guide . synchronization enables you to provide the imported resource with an identical end date and to augment that end date with the value specified in a profile option if necessary. If you choose to run a Skills Report by resource. For instance. If you choose to run a Skills Report by group. then the entire group’s skill set will be displayed. for example.What’s New in This Release dated in TCA. then any direct reports under the resource will be included in the report. where it is important that the resource stay active in Resource Manager even if it is end dated in TCA. Set at the site level. will keep the resource active in Resource Manager until the day after the default date. Resource Skills Report. Ability to View and Run Skills Report Using a new concurrent program. Ability to Synchronize End Dates for Partner Relationship Resources You can now synchronize the end date of an imported partner relationship resource in Resource Manger with the end date of the partner relationship resource from which it was imported. This profile option. a system administrator can enter the day equal to any positive whole integer. Resources Can be Assigned Skills by Product and Problem Code You can now define skills by problem code and product. for compensation reasons. if you import a partnership resource from OSO and the end date for that partnership resource is subsequently changed in that environment.

platform. or N/A. or N/A. Intermediate. If a resource is rated at the category level. Categories can be rated with the following: Foundation. Skilled. Resource Manager Category Component Other/TBH Partner Party Introduction to Oracle Resource Manager 1-15 .Terms and Definitions Note: Resources created in the Forms version of Resource Manager are viewable in the HTML version. This is the only resource that is created and not imported. accessing. Employee resources can be imported as resources from the Human Resources Management System (HRMS). or product code levels. A party resource can be imported as resources from Accounts Receivables. A single place for defining. Intermediate. and not rated at any one of the product.5 Terms and Definitions The following table describes terms and definitions associated with the Resource Manager. 1. Skilled. it does not imply the resource is also rated at those levels. there are numerous components. A Partner resource can be imported as resources from Accounts Receivables. and maintaining all CRM and ERP resources. A resource can be rated individually for each of those components. A party is an entity that can enter into a business relationship. A category is the highest level that a resource can be rated in relation to skills management. Expert. Advanced. Within a product in skills management. A partner is one of two or more persons who contribute capital to establish or maintain a commercial venture and who usually share in the risks and profits. Components can be rated with the following: Foundation. The same is true for resources created in HTML. Use this resource to create a salesperson that is going to be hired (TBH) but is not yet an employee. Table 1–4 Resource Manager Terms and Definitions Term Employee Description An employee is a person who has been hired to work for a company. Advanced. Expert.

attach a numeric value to each skill level. or N/A. Advanced. Products can be rated with the following: Foundation. A resource can be rated individually for each of those products. Platforms can be rated with the following: Foundation. or N/A. Supplier Contact. A supplier contact is the contact information for a person or agency that sells raw material or goods. The rules. Supplier resources can be imported as resources from the Purchasing (PO) application. Intermediate. include the activities that occur in the process and the relationship between those activities. Skilled. Skilled. Expert. Expert. which we call a workflow process definition. A resource can be rated individually for each of those problem codes. and Other. places and things. Skilled. Partner. or N/A. there could be numerous problem codes. and change the actual name of each skill level. Skills Management provides the ability to add a new skill rating to a resource. Problem Codes can be rated with the following: Foundation. routing information of any type according to business rules you can change. There are five types of resources: Party. Advanced. Employee. An activity in a process definition can be an automated function defined by: ■ ■ ■ ■ Problem Code Product Resource Resource Category Skills Management Supplier Contact Workflow a PL/SQL stored procedure or an external function a notification to a user or role that may request a response a business event a subflow that itself is made up of many activities 1-16 Oracle CRM Application Foundation User Guide . A resource can be rated individually for each of those platforms. The resource can update and maintain their skill rating. Within a category in Skills Management. Within a category in Skills Management.Terms and Definitions Table 1–4 Resource Manager Terms and Definitions Term Platform Description Within a category. Intermediate. it is possible to have numerous products. Advanced. A product can be sub-divided into components. there could be numerous platforms in Skills Management. Intermediate. Expert. To Be Hired (TBH). Oracle Workflow automates and continuously improves business processes. A resource is the basic element of the Resource Manager and is defined as people.

A manager of a group who has a role within that group and the role type of admin or manager can update the group hierarchy. A manager of a group cannot change his directs personal information except for skills. – – A member of a group who has a role within that group and the role type of admin can update the group hierarchy. No two skill ratings can have the same name. A user can not update their own job title. Group Hierarchy is the ability to alter the group structure. A resource’s manager cannot add or modify new skill levels to his subordinates. An administrator can change any resource’s personal information. – Only the logged in resource can make their status available or unavailable. No two skill ratings can have the same numeric value. A manager of a group who has a role within that group and the role type of admin or manager can edit group structure of the child groups of the parent group where they have this role. ■ ■ – – ■ Skills Management is the ability to rate resources based on skill level. – – – – – – – Only positive integers are acceptable for skill ratings. You cannot change the numeric value of the category N/A.Resource Manager Rules for HTML 1. ■ Web Availability is the ability for a resource to make their status web available or unavailable in Forms. Introduction to Oracle Resource Manager 1-17 . Any user can view a resource’s skill rating. A member of a group who has a role within that group and the role type of admin can edit group structure of the child groups of the parent group where they have this role.6 Resource Manager Rules for HTML Resource Manager has several rules it follows for security purposes: ■ ■ ■ The logged in user can only modify his information. Skill rating names are editable for specific business needs.

Resource Manager Rules for HTML 1-18 Oracle CRM Application Foundation User Guide .

HTML-based Resource Manager for administrative duties Resource Self Service Administrator responsibility Overview of Using Oracle Resource Manager 2-1 . called "People" within other applications or modules.1 Accessing Oracle Resource Manager Interface The Resource Manager can be called from other applications. In HTML. Therefore the responsibilities and navigation path will vary. Use the Employees subtab or Groups subtab to access the employee or group resource windows.2 Overview of Using Oracle Resource Manager This chapter covers the following topics: ■ ■ Accessing Oracle Resource Manager Interface Summary of Oracle Resource Manager Tasks 2. CRM Administrator or CRM Resource Manager responsibility CRM Application Foundation User responsibility Select the People tab. it is a tab. Select the Administration tab to access the setup windows. The following tables describes how you can access the Resource Manager: Table 2–1 Resource Manager Navigation Paths Description The Stand-alone Forms-based Resource Manager The Stand-alone HTML-based Resource Manager Responsibility ■ ■ Navigation Path Select Resource Manager in the Navigator window.

Navigation Path Example: Select Resource Manager > Maintain Resources > Groups. Example: You can create group resources in Forms by selecting the Customer Support responsibility. Managing Employee Resources Chapter 4. Note: There is a bug in the Netscape browser that can affect Resource Manager. Do not use the Back button.Summary of Oracle Resource Manager Tasks Table 2–1 Resource Manager Navigation Paths Description The Forms-based or HTML-based Resource Manager from other CRM applications Responsibility Resource Manager can be accessed through different CRM applications. Searching for Resources Chapter 5. It is recommended that you use the Resource Manager user interface (UI).2 Summary of Oracle Resource Manager Tasks Use Oracle Resource Manager to perform the following types of tasks: ■ ■ ■ Chapter 3. Managing Group Resources 2-2 Oracle CRM Application Foundation User Guide . as you may loose your data. 2. The Internet Explorer browser does not have this issue.

Prerequisites None Responsibility CRM Application Foundation User Managing Employee Resources 3-1 . by clicking the Preferred Name hyperlink in the Employees window. you can open the Resource Details window to view and maintain personal information. Perform the following steps to view your personal information.3 Managing Employee Resources This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Viewing Your Personal Information Defining Your Personal Information Viewing Your Organizational Structure Defining your Skill Rating Viewing a Resource’s Skill Ratings Making a Resource Web Available 3. Note: Click the People tab to return to the Employee summary window.1 Viewing Your Personal Information In HTML.

Steps 1.2 Defining Your Personal Information Your personal information is maintained by you.Defining Your Personal Information Navigation Navigate to the People tab. The Resource Detail window opens with your personal information. by clicking the Preferred Name hyperlink in the Employees window. In HTML. 2. but can view it. ■ ■ Prerequisites None Responsibility CRM Application Foundation User 3-2 Oracle CRM Application Foundation User Guide . Use the links following the navigation bar to quickly navigate to the designated section within the Resource Details window. See Also ■ ■ Defining Your Personal Information Viewing Your Organizational Structure 3. Your direct manager cannot update your personal information. The information that appears is based on the user login. Fields can only by updated if set by the administrator. Click on your preferred name. Perform the following steps to define or change your personal information. After you log in to Resource Manager. the Employee’s window opens with your employee details. you can open the Resource Details window to maintain personal information. Note: ■ Click the People tab to return to the Employee summary window. or a resource administrator with the Resource Self Service Administrator responsibility only.

c. c. Enter your email address. Enter your location information following the Work Location heading. (Optional) Update your preferred name. Enter your office location. Enter your mailstop. To search for your manager. d. 6. resource number. The category (Employee). 4. The Select a Job Title window opens. (Optional) Enter your end date. 3. Use the drop-down to select your work address. the Employee’s window opens with your employee details. 2. e. and start date are automatically populated. (Optional) Enter your various numbers: ■ ■ ■ Work Mobile Pager 5. Click your preferred name. source number. The information that appears is based on the user login. Steps 1. a. b. b. Enter your office number. Enter your personal information: a. Enter search criteria for your Job Title (at least three characters) and click Go to search for matching titles. No validation is made to determine if the email address is correct or even exists. d. enter at least three characters and click Go. After you log in to the Resource Manager. Click your job title to populate the field. Click on your manager’s name to populate the text field.Defining Your Personal Information Navigation Navigate to the People tab. 7. Managing Employee Resources 3-3 .

Click the role to populate the field. The Select a Role window opens. Enter the start date in the following format (24-Jul-2001) or click the Date Picker to select a date. The start date is automatically populated with the current date. c. enter the following information: a. b. Use the drop-down list to select a sales credit type. Enter the end date in the following format (24-Jul-2001) or click the Date Picker to select a date. d. c. d.Defining Your Personal Information 8. 9. 11. Use the drop-down list to select the role type. Use the drop-down list to select the support site. Enter search criteria for a role (at least three characters) and click Go. c. Click Go in the role column to select the role that corresponds to the role type. define the following information: a. enter your group membership information. Use the drop-down lists to select your primary and secondary languages. Under the Group Membership heading. Use the drop-down list to select your time zone. Click on the role to populate the text field. Enter search criteria for the group name (at least three characters) and click Go. Click the group to populate the field. Under the Service Heading. b. 10. 12. Under the Resource Roles heading. e. The Select a Group window opens. Enter a numeric value for your pay rate per hour. g. Enter the end date in the following format (24-Jul-2001) or click the Date Picker to select a date. Use the drop-down list to select the role type. a. Under the Sales Team Details heading. b. f. your salesperson number is automatically populated. 3-4 Oracle CRM Application Foundation User Guide . d.

See Also ■ ■ Viewing Your Personal Information Viewing Your Organizational Structure 3. She can then click any of her direct’s hyperlinks to view detailed personal information.3 Viewing Your Organizational Structure The HR organization information can be viewed in HTML either by selecting a job title hyperlink in the Employees window. a manager can select the Organization hyperlink from the side navigation menu to display the organization structure. Managing Employee Resources 3-5 . Click Show History to view the group membership history. Click Update to save your information or click Restore to reset the original values in the window. Besides using the Organization side navigation link. Perform the following steps to view the organizational structure of a resource. or the Job Title hyperlink in the Employees window to see the organization structure. If she has any subordinates reporting to her. 13. or by selecting the Organization hyperlink from the side navigation menu for a selected resource. She can also use the Quick find or Advanced Search to first locate the desired resource and then either select the Organization hyperlink on the side navigation bar. Click the Remove icon to clear the row so you can reenter your information. Example After displaying a subordinate’s personal information in the Resource Details window. then her direct’s information is also shown in this organization chart.Viewing Your Organizational Structure h. i. she can click the Job Title hyperlink in the Employees window to get to the same screen.

Click Organization from the side navigation bar. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. The Employee’s window opens (default) with your employee details. then the Flatten Employee Hierarchy concurrent program should to be run in order to reflect the changes in the organization chart when you view them. Refer to Appendix B in the CRM Application Foundation Implementation Guide for details on running Concurrent Programs. Your organizational structure. appears in the Details window.Viewing Your Organizational Structure Note: ■ Click the People tab to return to the Employee summary window. click the job title hyperlink. If changes are made to the employee’s manager field in the Resource Details window. 2. Steps 1. To see the next upper level. including information about you and your manager. See Also ■ ■ Viewing Your Personal Information Defining Your Personal Information 3-6 Oracle CRM Application Foundation User Guide . 3.

Defining Your Skill Rating 3. and product component name (Resource Manager). Product Name and Component information are set up in Oracle Inventory. has experience in Resource Manager. Perform the following steps to rate the resource skill at the category level. These ratings are used by customer support teams to select the best resource to assign to a service request. Managers and team leads can review and adjust a subordinate’s ratings. product name (1198 – CRM Application Foundation). install problem. she can then select appropriate category code (CRM).4 Defining Your Skill Rating Using Skills Management. Clicking the Add New Skill button to open the Rate Skill window. ■ ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. and then select Skills from the side bar to access the Skills window. Rhonda can view her skill summary information in the Skills window. a support agent. product component (JTF_RES). or documentation problem). After logging in. Note: ■ Category. product name (Application Foundation). Managing Employee Resources 3-7 . type (Product). a resource can maintain their skills at various levels including category (such as CRM or ERP). platform (Sun Server). then the Component field is not available. By clicking the Create button. and problem code (such as fix server. one component within CRM Application Foundation. she can select herself in the Employees window. If a Problem Code or Platform is selected in the Type field. Rhonda can rate herself as “Experienced” in the Level field for this specific product component. Example Rhonda Abbott.

Click the choice you want to use. Click the category you want to use. Click Add New Skill. 3. If you select Product: a. When the page refreshes no product information is associated with the problem code. 2. Click Go next to the Name text field. 9. you can optionally specify a problem code for the product. The information automatically populates the text field and you are returned to the Skills window. Click on your preferred name. When the page refreshes. Click Go next to the Component text field. The information automatically populates the text field and you are returned to the Skills window. If you want to assign a problem code directly to a category. b. the Employee’s window opens with employee details. Problem Code. Depending on the type you selected. The Select a Component window opens. Use the drop-down list to select a Type. 4. 8. Click Go next to the Category text field. 3-8 Oracle CRM Application Foundation User Guide . After logging in to Resource Manager. or the Select a Product window opens. Click Skills on the side navigation bar. or Product. Options include: Platform. choose Problem Code from the drop down menu. 5. 10. Note: If you want to assign a problem code to a product within a category then choose Product from the drop-down list. 6. one of three windows will appear: The Select a Platform window. the Select a Problem Code Window. Select the component you want to use.Defining Your Skill Rating Steps 1. 7.

Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab.5 Viewing a Resource’s Skill Ratings Any logged in resource can view another resource’s skill ratings. 4. Use the drop-down list to select your Skill Level. After logging in to Resource Manager. 5. 3. 3. 11. The Resource Details window opens. Options include: Not Applicable. The Skills window opens with a list of skills and ratings. the Employee’s window opens with your employee details. See Also Defining Your Skill Rating Managing Employee Resources 3-9 . 2. Experienced. Click Skills on the side navigation bar. Click the skill to view the details. 12. Perform the following steps to view a resource’s skill rating. Click the resource’s preferred name. Knowledged. Click Create. Search for the resource whose skill rating you want to view.Viewing a Resource’s Skill Ratings The information automatically populates the text field and you are returned to the Skills window. Steps 1. Expert. The new skill is added to the Skills window.

Using this functionality.Making a Resource Web Available 3. In the Assignment Manager. they are web available by default. Select Service Requests > Create Service Requests or Search Service Requests.6 Making a Resource Web Available The purpose of making a resource web available (or unavailable) is so they can instantly be assigned a task through the web. The Create Service Requests or Search Service Requests window opens.Customer Support window Steps 1. 3-10 Oracle CRM Application Foundation User Guide . This feature is only available in Oracle Support Service (OSS) and is only Forms-based. logged in users can set whether or not web service requests can be assigned to them. This action can be done automatically (through backend processes) or manually through the Assignment Manager. Note: Whenever a resource is newly created or imported into the Resource Manager. Prerequisites None Responsibilities Customer Support responsibility Navigation Navigate to the Navigator . Select Tools > Web Available. 2. Check the Available check box. a supervisor can view who is web available and make an appropriate decision. 3.

Perform the following steps to execute a search.1 Using the Quick Find Search Use the quick find search to find your resources. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. select search criteria: ■ ■ Employees Groups Searching for Resources 4-1 . Steps 1.4 Searching for Resources This chapter covers the following topics: ■ ■ ■ Using the Quick Find Search Initiating an Advanced Search for an Employee Initiating an Advanced Search for a Group 4. Using the Quick Find drop-down list.

Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. See Also ■ ■ Initiating an Advanced Search for an Employee Initiating an Advanced Search for a Group 4. Perform the following steps to search for a resource. enter "%%%" and click Go. From the Employee window. click Advanced Search.Initiating an Advanced Search for a Resource 2. Steps 1. Note: It is possible to see the name of a resource be repeated several times. Note: The Preferred Name field displays only if the value of the profile "JTFRS: Resource Lookup Audience" is "ADMIN". 4-2 Oracle CRM Application Foundation User Guide . To search for all employees or groups. 3. Click any item to display the details. Enter a keyword or character for the search (at least three characters). You can have resources with the same name. different locations.2 Initiating an Advanced Search for a Resource You can further define your search criteria by using the Advanced Search function. Click on the individual resource to view the details such as different e-mail addresses. or even the same employee number. different manager names. The Search Results window opens with a list of resources containing the specified character.

5.3 Initiating an Advanced Search for a Group Perform the following steps to search for a group resource. 4.Initiating an Advanced Search for a Group The Advanced Search window opens. Fields include: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Employee Number Resource Number Preferred Name (Use this field to search for resources of Other or TBH. Click the Preferred Name to view the resource’s details. Click Search. Enter as much information as possible for your search criteria. Searching for Resources 4-3 . 2.) User Name Salesperson Number Work Phone Email First name Last Name Manager Name Job Title 3. Click the Job title to view the organizational structure. Click the resources email address to send them an email. The Employees window opens with a list of resources that match your search criteria. 6. See Also ■ ■ Using the Quick Find Search Initiating an Advanced Search for a Group 4.

Steps 1. G2. Click Advanced Search. 3. Click Groups on the main navigation bar. Fields include: ■ ■ Group Name Group Email 4-4 Oracle CRM Application Foundation User Guide . G3 is not active because it was end dated at 01-SEP-01. Enter as much information as possible for your search criteria. G4 How these three records are derived? From 02-SEP-01 till no end. Example: Group From Date End Date ------------------------------------------G1 G2 G3 G4 01-JAN-51 01-JAN-01 01-JAN-01 01-SEP-01 NULL NULL 01-SEP-01 NULL If you input in the search window for Active from Date as 02-SEP-01 and End Date as empty. The Expected result is: G1. But all other groups are active.Initiating an Advanced Search for a Group Note: The date range will return all the groups which are active during the user input active date range. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. 2.

6. Click any link to view the Group Details window. The date should use the following format: 24-Jul-2001. See Also ■ ■ Using the Quick Find Search Initiating an Advanced Search for an Employee Searching for Resources 4-5 . Enter the To date or use the Date Picker icon to select a date. Enter the Active From Date or use the Date Picker icon to select a date. 5. The Group window opens with a list of groups that match your search criteria.Initiating an Advanced Search for a Group ■ ■ Group Usage Description 4. 8. Use the drop-down list to select a group usage. Click Search. The date should use the following format: 24-Jul-2001. 7.

Initiating an Advanced Search for a Group 4-6 Oracle CRM Application Foundation User Guide .

Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab.1 Viewing Your Group Membership Information Perform the following steps to view your group membership information. the Employee’s window opens with your employee details. The Resource Detail window opens with your personal information. Managing Group Resources 5-1 . After you log in to the Resource Manager. 2. Steps 1. Click your preferred name.5 Managing Group Resources This chapter covers the following topics: ■ ■ ■ ■ Viewing Your Group Membership Information Defining Your Group Membership Information Defining Group Hierarchy Viewing Your Group Membership History 5.

Note: You should not modify an HTML Calendar in the Resource Manager or add either Calendar Group usages (PUBLIC CALENDAR or HTML GROUP CALENDAR) to a new or existing Resource Manager Group. ■ Responsibility CRM Application Foundation User Navigation Navigate to the People tab. end date a resource’s role and remove a resource’s role. the ability to add additional resources to a group with appropriate member roles. Prerequisites ■ Only a group member with a role of Admin or Manager can update group information. 5-2 Oracle CRM Application Foundation User Guide . The JTFRS: Group Update Access profile option must be set to None for a group member to be able to update group information. Perform the following steps to define your group membership information. Click Groups on the main navigation bar. By using the Group Detail window. effective date. See Also ■ ■ ■ Defining Your Group Membership Information Defining Group Hierarchy Viewing Your Group Membership History 5.2 Defining Your Group Membership Information Maintaining group membership information is an essential function required by sales and service managers. These activities include: changing the group name. a user with appropriate access (with either the Admin or Manager group member role) is able to maintain group information. e-mail. The Groups window opens with a list of groups that you are currently a member.Defining Your Group Membership Information 3.

8. Use the drop-down list to select a Role Type. 5. 9. as well as set an end date to an existing child or parent group. Partner. and To Be Hired. The Select a Role window opens. In the Members region. use the drop-down list to select a resource category. Click Update to save your changes. Check marks in the table cells define role responsibility. use the drop-down list to select the usage. 4. The date format must be in the following format: 28-Jul-2001. See Also ■ ■ ■ Viewing Your Group Membership Information Defining Group Hierarchy Viewing Your Group Membership History 5. 3. Options include: Employee. Only a group member with a role of Admin or Manager role assigned to it can perform these activities.Defining Group Hierarchy Steps 1. Enter at least three characters or enter "%%%" to search all resources and click Go. Click the role to populate the field. Who Has the Update Ability? Not every member within a group can update their group information.3 Defining Group Hierarchy To maintain group hierarchy information by selecting the Hierarchy hyperlink from the side navigation menu. In addition. In the Group Usages region. 6. Party. Enter at least three characters or enter "%%%" to search all roles and click Go. 2. Supplier Contact. the JTFRS: Group Update Managing Group Resources 5-3 . The Select a Resource window opens. The roles that appear in the window correspond with the role type you selected. Click the resource to populate the field. Enter the start (which defaults to the current date) and the end dates in the specified field or click the Date Picker icon to select a date. a user with appropriate access (with either the Admin or Manager group member role) can add additional child or parent groups. Other. 7.

The Select a Group window opens. start date. and email appear in the window (if available) in the top portion of the window. If the row contains a Remove icon. 3. description. click Hierarchy in the side navigation bar. you can select the check box and update the window to delete the record. 2. enter at least three character in the Group Name field or enter "%%%" to search all roles and click Go. end date. A person in a group with the role of Manager or Admin can change his or her role and group hierarchy information but not phone or address information. Steps 1. These attributes are defined in the setup window. Perform the following steps to define your group hierarchy information. The Admin or Manager role attribute can be identified when you click the Go button to open the Select a Role window. The name. Click the Group Name to view group details. Click the group to populate the group name and description. 4. In the Parent Groups region. 5-4 Oracle CRM Application Foundation User Guide . The Group Detail Child and Parent Groups window opens. With the Group Detail window open.Defining Group Hierarchy Access profile option must be set to None. Note: ■ If the row contains a Remove check box. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. you can click it to clear the row.

Click the group to populate the group name and description. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the People tab. 2. Managing Group Resources 5-5 . Scroll down to view your active group memberships. Navigate to the Details window. The date format must be in the following format: 28-Jul-2001. Enter the start date (which defaults to the current date) and the end date in the specified field or click the Date Picker icon to select a date. enter at least three character in the Group Name field or enter "%%%" to search all roles. Steps 1. 3. 7. 8. Click Show History in the lower portion of the window to view any inactive group memberships. and click Go. Enter the start date (which defaults to the current date) and the end date in the specified field or click the Date Picker icon to select a date. The date format must be in the following format: 28-Jul-2001.Viewing Your Group Membership History 5. In the Child Groups region. The Select a Group window opens. 6. See Also ■ ■ ■ Viewing Your Group Membership Information Defining Your Group Membership Information Viewing Your Group Membership History 5.4 Viewing Your Group Membership History Perform the following steps to view your group membership history.

It is recommended that you use the Resource Manager user interface (UI). See Also ■ ■ ■ Viewing Your Group Membership Information Defining Your Group Membership Information Defining Group Hierarchy 5-6 Oracle CRM Application Foundation User Guide . as you may loose your data.Viewing Your Group Membership History Note: There is a bug in the Netscape browser that can affect Resource Manager. Do not use the Back button. The Internet Explorer browser does not have this issue.

Part II Notes This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ ■ Introduction to Oracle Notes Overview of Using Oracle Notes Managing Notes Viewing Note Information Searching for Notes Using Forms-based Notes .

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to help retain information such as directions. The note states that the customer is in a business meeting from 10:00 a. The Notes module can be accessed through both Forms and HTML.1 Overview of Oracle Notes A note is a record of descriptive information attached to a CRM object. The Notes module is used from different applications in the eBusiness Suite to access additional information that relates to a specific transaction. to 12:00 p. Introduction to Oracle Notes 6-1 .6 Introduction to Oracle Notes This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Overview of Oracle Notes Oracle Notes Key Features Oracle Notes Integrations Process Flow for Oracle Notes What’s New in This Release Terms and Definitions 6. The support agent also attaches a copy of the log file provided by the customer. or reminders. and is unavailable to assist the technician with the problem.m. or end user. Example A customer support agent enters a note for a service request. It is created by an agent.m. customer care or service representative. special instructions.

There are three statuses of notes: private. which makes the note types visible only to that source. you may add an attachment to a note. 6. Note: The Notes module is a stand-alone module in HTML only. Customer Support. If your note exceeds 2000 characters. Users can define additional note types and associate those types to specific source objects. it appears in the Notes Summary window with a description of what the note is about.Oracle Notes Key Features Note: Although users can use notes through Forms or HTML. you can choose to add an additional 32KB of note text. Note types are available to help you categorize notes. They are selected from a drop-down list in HTML or from list of values in Forms. Task Manager. or a URL to a note. For example. Alternatively. a file. You can attach additional text. Escalation Manager. Note types that are not mapped to any source object are considered general note types and are shown for all source objects. implementation tasks for both modules are still performed in the Forms-based Notes module and can be accessed through the CRM Administrator responsibility. or publish. Once a note is created in the HTML Notes module. presentation. and Installed Base all use the Notes module. Notes are created in the context of a CRM source object. Notes can be related to other CRM objects. picture. What is a Note Type? Note types help categorize notes. 6-2 Oracle CRM Application Foundation User Guide . it is commonly accessed from many applications under various responsibilities. Only note types that are mapped to a source object appear in the note window.2 Oracle Notes Key Features The following are key features of the Notes module: ■ ■ ■ ■ ■ ■ The Notes module can hold free form text up to 2000 characters. However. or even a hyperlink to a web site. public. such as a spreadsheet.

6. Escalation Manager. which means the note can only be viewed by the user that created it. Service applications use the Notes module to enter more information for a service request. a lead. then all the notes that you create for yourself appear in the Notes Summary window. Telesales Marketing Online. ■ ■ ■ ■ ■ Introduction to Oracle Notes 6-3 . These stand-alone notes are considered your personal notes and can only be created through the stand-alone HTML Notes module. If notes are created from other applications for a CRM object.Oracle Notes Integrations Who Uses Notes? Notes are created and accessed from various applications under various responsibilities. Notes created in this way are referred to as contextual notes. Task Manager uses the Notes module to enter more task related information.3 Oracle Notes Integrations Notes is widely used by various Oracle modules across CRM. Task Manager. and campaigns. Sales Online. budgets. then all notes for that source ID (such as. Marketing applications use the Notes module to enter additional information about marketing activities. tasks. or a service request. Oracle Customer Support. What is the Notes Summary Window? The Notes Summary window is the main entry window for HTML Notes. ■ Collections use the Notes module to add additional information for late payments or overdue accounts. task. events. or task such as a special customer request or deadline that must be met. Installed Base. Both contextual and stand-alone notes can be related to other CRM objects allowing you to view the note from various windows. E-Commerce applications use the Notes module to enter additional information for online service requests. such as campaigns. such as a sales lead. Contextual and stand-alone notes can be marked as private. and the HTML Calendar all use the Notes module. Task Manager 10935) and task name (such as. Sales and Telesales applications use the Notes module to enter additional information for an opportunity. defect. or claims. If you are using the stand-alone HTML Notes module. Monthly Conference Call) appear in this window. or a task.

6 Terms and Definitions The following table describes Notes terms and definitions. a valid relate to object must be selected.Process Flow for Oracle Notes ■ Escalation Manager uses the Notes module to enter additional information for an escalation document.4 Process Flow for Oracle Notes The following table describes the order and process of using the Notes module. The default value is set to "Relate To". An Error Message Appears in the Relate To Window (HTML) For HTML Notes. For example. (Optional) View. Table 6–1 Notes Process Steps Search for a Note Create a Note Relate a Note to a Business Object Add an Attachment to a Note Description (Optional) Search for a note in the system.5 What’s New in This Release This release of CRM Application Foundation has the following new features in Notes subsequent to the 11. use this filter to view all the notes that are related to a specific sales opportunity. a new drop-down filter allowing users to view notes is added with two values: Relate To (References) and Source. "To perform a search on relate to name. 6-4 Oracle CRM Application Foundation User Guide . the relate to object name must be left blank.5. an error message would appear in the window. 6. and add attachments to a note. (Optional) Create a note.4 release: A New Filter Is in the Notes Summary Window (HTML) While accessing the Notes Summary window from other HTML-based applications." However. when a user selects All as the note type. Use this filter to further restrict the notes that appear in the summary page. create. if a user tries to search a relate to object name without first identifying the note type (such as Task Manager). 6.7. Type Forms and HTML Forms and HTML Forms and HTML Forms and HTML 6. (Optional) Relate a note to a business object such as a party or employee resource.

■ ■ Note Text Note Type Relate To A large note. You can view attachments as you review and maintain a module. For example: operating instructions. item drawings. There are three statuses available for notes: ■ Private: Only the creator can view the note. Created By Note Note Status This is the person who created the note. Publish: The note is publishable over the internet. presentations. Everyone can view it. Notes created in this way are referred to as contextual notes. If a note is created for a CRM object. such as a customer’s letter or directions. Note types help categorize notes. purchase order. It can capture data up to 32KB. This status is reserved for future use. or an employee photo can be an attachment. that object is considered the source object for that Note. This status is used in HTML Notes and it is reserved for future use in Forms. Public: Any user can read or write to the note. This is the note text. like a sales lead or a service request. Both contextual and stand-alone notes can be related to other CRM objects allowing you to view the note from various windows.Terms and Definitions Table 6–2 Notes Terms and Definitions Term Attachment Description An attachment is any document associated with one or more application module. notes. Source Introduction to Oracle Notes 6-5 .

Terms and Definitions 6-6 Oracle CRM Application Foundation User Guide .

Perform the following steps to log in to the Notes module. you can only access HTML Notes through the Calendar tab.7 Overview of Using Oracle Notes This chapter covers the following topics: ■ ■ Accessing the Oracle Notes Interface Summary of Oracle Notes Tasks 7. Steps 1. Enter your password and click Go.1 Accessing the Oracle Notes Interface Since the HTML Notes module is integrated with the HTML Calendar and Task Manager. 3. Prerequisites You must be an active resource in the Resource Manager tables to access the Notes module. 2. Responsibility CRM Application Foundation User Navigation Navigate to any Notes window. Navigate to the login portal. Enter your user ID. Overview of Using Oracle Notes 7-1 .

2 Summary of Oracle Notes Tasks Use Oracle Notes to perform the following types of tasks: ■ ■ ■ ■ Chapter 8. Viewing Note Information Chapter 10. Managing Notes Chapter 9. 7.Summary of Oracle Notes Tasks 4. The Notes Summary window opens with a list of your current notes. Click Notes on the main navigation bar. Searching for Notes Chapter 11. Using Forms-based Notes 7-2 Oracle CRM Application Foundation User Guide .

Perform the following steps to create a note. notes created in the Task Manager are not visible in Service Request. Managing Notes 8-1 . It is created by an agent. customer care or service representative. Notes created in a specific CRM module are not visible from another module.1 Creating a Note A note is a record of descriptive information attached to a CRM object. For example. or reminders. to help retain information such as directions. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Create Note window by clicking Create in the Notes Summary.8 Managing Notes This chapter covers the following topics: ■ ■ ■ ■ Creating a Note Adding an Attachment Viewing Existing Attachments Using the Relate To Function 8. special instructions. or end user.

(Optional) Change the default note status from the LOV if necessary. 5. 8. Click either Create. A confirmation appears that your note was created successfully. 3. Enter up to 2000 characters of text in the description field. 2. For example. a note may be created for a Task (the source) but also relate to an employee.4 Using the Relate To Function You can associate one or more business object to a Note. click More to enter an additional 32kb of text. The description field automatically populates depending on the information available for the resource you select.Adding an Attachment Steps 1. A note can be related to two different tasks. 8-2 Oracle CRM Application Foundation User Guide . Perform the following steps to relate a business object to a note. 4. If your note exceeds 2000 characters.2 Adding an Attachment See the HTML Calendar documentation for information regarding Adding an Attachment. 8. Note: The attachment types Short Text and Long Text used in the forms-based version of Notes are not available in HTML. 8. to create a single note or click Create and Create Another to return to the Create Note window in order to create another note. Select an appropriate note type from the LOV. (Optional) Enter reference information including the resource type and corresponding resource name.3 Viewing Existing Attachments See the HTML Calendar documentation for information regarding Viewing Existing Attachments. but the same note cannot be related to the same task twice.

2. select the remove check box next to the corresponding row and click Update. Select the note type from the drop-down list. The Search and Select window opens. b. To remove a relate to object. Click Update to save your changes. Enter a name that corresponds to the type. You cannot select a type without selecting a name. Click Go to search for a name. A list of names appear in the window. 5. a. Responsibility CRM Application Foundation User Navigation Navigate to the Relate To window by clicking Relate To in the Note Details window. The name and description populates the text field. Select the option button of the name you want to add and click Select. 3. Enter at least two character in the search field and click Go. 4. Click the source link to view the source or the name link to view the details of the record. ■ Prerequisites A note must already exist. Managing Notes 8-3 . Steps 1.Using the Relate To Function Note: ■ The Relate To drop-down list is limited depending on which Oracle module is integrated with Notes.

if a note is created for a task.Using the Relate To Function Note: If the default value of Relate To is deleted. For example. These notes can be retrieved when filtered under Source. then you will not be able to see the notes when trying to search using Relate To. If the default Task Manager is removed. 8-4 Oracle CRM Application Foundation User Guide . You won’t see the note if Relate To is selected as the criteria. then you can only view the note if Source is selected from the drop-down list in the Notes Summary window. then Task Manager becomes the default value in the Relate To field.

you can search for a note associated with a specific source. Perform the following steps to view the Notes Summary window. Viewing Note Information 9-1 . However.9 Viewing Note Information This chapter covers the following topics: ■ ■ ■ Using the Notes Summary Window Viewing All Notes Viewing Note Details 9. the note is only visible in the context of that source and does not appear in your Notes Summary or All Notes window.1 Using the Notes Summary Window Use the Notes Summary to: ■ ■ ■ ■ View a list of all your notes Create a new note Search for a note Display note details When a note is associated with an appointment or task.

Using the Notes Summary Window Note: ■ Use the First. 3. Click Notes on the main navigation bar. Steps 1. or the relate to information. Next. Click the icon in the Text column to view additional text added to the note. 2. 9-2 Oracle CRM Application Foundation User Guide . Click the note name hyperlink to view the note’s details. and Last links to view all of your existing notes. The Notes Summary window opens with a list of your notes. Previous. The window provides the following information for each note: ■ ■ ■ ■ ■ ■ ■ ■ The date the note was created The source and source name The creator of the note The note type The status of the note The name of the note Whether or not there is additional note text Whether or not there is an attachment accompanying the note 4. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to any Notes window. there is a filter on the Notes Summary window that lets you search on either the source of the note. If you are running Notes integrated with another Oracle CRM application (Context Sensitive window).

Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Notes Summary window by clicking Notes on the Main Navigation bar. 9. If no notes are found. If there is an attachment provided with the note.2 Viewing All Notes Use the All Notes window to view all notes that are in the Notes Summary window arranged in a non-table format. the paperclip icon has a small paper icon associated with it. If there is no attachment. an error message appears. and Last links to view all your existing notes. The window provides the following information for each note: ■ ■ ■ ■ ■ ■ The date and time the note was created The user who created the note The source and source name The note type The note details icon The note text Viewing Note Information 9-3 . The All Notes window opens with a list of your notes. In the Notes Summary window. Previous. Note: Use the First. Steps 1. click All Notes. Next. Perform the following steps to view all notes. Click the paperclip icon in the Attachments column to add or update an attachment.Viewing All Notes 5. only the paperclip icon appears.

3. you can click the source or name to drill down on the details of the record. and the time and date the note was created and updated. 2. or relate to information as necessary and click Update. Details of the note appear along with information about the creator. 9-4 Oracle CRM Application Foundation User Guide . Responsibility CRM Application Foundation User Navigation Navigate to the Note Summary window. Perform the following steps to view the details of a specific note. status. If the note was created from a source other than the Notes stand-alone module. Prerequisites A note must already exist. attachment.3 Viewing Note Details Use the Note Details window to view and update a note. Click the note name to view more information about the note in the Note Details window Modify the type. Note: The Source provides information on who created the note and the name provides the name of the note.Viewing Note Details 2. 9. Steps 1. Click Return to Summary to view the Notes Summary window. Click the Note icon to open the Note Details window.

notes. tasks.1 Using the Quick Find Search Use the Quick Find search to find your appointments. Perform the following steps to execute a search. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to any Notes window. employees. and groups. Using the Quick Find drop-down list.10 Searching for a Note This chapter covers the following topics: ■ ■ Using the Quick Find Search Searching for a Note 10. select your search criteria: ■ ■ ■ ■ Appointments Task Notes Employees Searching for a Note 10-1 . Steps 1.

Enter a date range. 6. 7. enter a keyword for the search. Perform the following steps to find an existing note. 2. In the Notes Search window. Enter a keyword or letter (at least three characters) for the search and click Go. Steps 1. 10-2 Oracle CRM Application Foundation User Guide . Depending on what you enter. Click any item to display the details. 3. Select a note type. the created by field populates automatically. date. not the large notes. 10. You must choose a source to select the corresponding record name or select All (Sources). You must select a relate to in order to select the corresponding record name. or note type. owner.2 Searching for a Note Find notes by performing a search for a source number. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Notes Search window by clicking Search in the Notes Summary. 4. 3.Searching for a Note ■ Groups 2. Select your sorting preferences. Select relate to information for the note. Select a source to search on. The keyword search is to search the text entered in the regular notes only. The created by field defaults to the logged in user’s ID. Select how many rows you want to display and click Search. 5. The Search Results window opens.

Searching for a Note 10-3 .Searching for a Note The Notes Summary window opens with a list of your notes.

Searching for a Note 10-4 Oracle CRM Application Foundation User Guide .

Clicking Latest First in the Summary tab organizes the note history so that the most recent note appears first. special instructions. Prerequisites None Responsibility End User Using Forms-based Notes 11-1 . Notes created in a specific CRM module are not visible from another module. For example. Note: View the note through the Notes tab and any additional note text through the Summary tab. Perform the following steps to create a note.1 Creating Notes A note is a record of descriptive information attached to a CRM object. to help retain information such as directions. Notes created in the Task Manager are not visible in Service Request. or reminders. It is created by an agent. or end user.11 Using Forms-based Notes This chapter covers the following topics: ■ ■ Creating Notes Finding Notes 11. customer care or service representative.

Use the Related To field to identify the source type and the Value field to specify the source name or number. Enter up to 2000 characters of text in the Notes field. Select note type and status from the list of values (LOV) for each field. owner.Finding Notes Navigation Navigate to Tools > Notes in any application integrated with Notes. or note type. 5. click More to enter an additional 32kb of text in the detailed Note window. 3. Steps 1. date. 6. Perform the following steps to find an existing note. The application populates the source. Define the information you enter in the Related To and Value fields according to the relationship between the note and business transaction. 4. If your note exceeds 2000 characters. owner. Prerequisites None Responsibility Responsibilities used in Support Applications Navigation Navigate to Tools > Notes in any application integrated with Notes. Select reference information from the Relate To LOV. Click Save.2 Finding Notes Find a note by performing a search for the source number. 11-2 Oracle CRM Application Foundation User Guide . and date fields. See Also Finding Notes 11. Click New in the Notes window. 2. Enter a value for the reference information.

or note type and click Search. The Find Notes window opens. 4. On the application toolbar. 5. Select the source and number from the list of values (LOV) for each field and click Search. date. Click to select your note and scroll right for additional information. 3. 2. The application populates the Notes tab in the Notes window with the possible matches. See Also Creating Notes Using Forms-based Notes 11-3 . click Find. Selecting a match option also helps you refine your search.Finding Notes Steps 1. Enter the owner. The note information appears in the main note window. Further refine your note search by entering Relate To information in the Find Notes window.

Finding Notes 11-4 Oracle CRM Application Foundation User Guide .

Part III Territory Manager This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ Introduction to Oracle Territory Manager Overview of Using Territory Manager Using the Territory Lookup Tool Running Reports in Territory Manager .

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explanations of key concepts.1 Overview of Oracle Territory Management The following topics describe what Territory Manager is and when and why you use it: ■ ■ ■ What is a Territory? What is the Territory Manager? What is the Territory Lookup Tool? Introduction to Oracle Territory Manager 12-1 . This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ Overview of Oracle Territory Management Oracle Territory Manager Integrations Process Flow for Oracle Territory Manager Terms and Definitions Basic Territory Building Blocks Different Ways of Creating Territories Territory Hierarchies Territory Winning Rules Understanding the Territory Details Window 12. and functions. as well as the application's relationships to other Oracle or third-party applications.12 Introduction to Oracle Territory Manager This topic group provides overviews of the application and its components. features.

Then rank is used to determine what order the winning territories will be in. East Coast and West Coast territories. 12.1. such as a West Coast Business World territory. Most sales and service territories are one dimensional. area code.Overview of Oracle Territory Management 12. 12-2 Oracle CRM Application Foundation User Guide . and resources. and service information more secure by restricting personnel access to customer data. for example. Business World territory. size of company. Think of Territory Manager as a large filtering engine which will return desired resources based on your filtering criteria. For example. Territories can be created on multiple criteria including postal code. Transaction qualifiers are the main filtering criteria. services. It can be created based on geographical locations. or the combination of both geographical location and customers.1. Next you determine how many winners you want. vertical market. and product expertise. products. Also use it to make sales.2 What is Territory Manager? Territory Manager provides user interfaces and assignment functionality that organizations can use to manage territories. for example. you can assign all large customers within a specific geographical area only to those sales representatives who have an expert knowledge of a product and have been with the company for more than one year. Use Territory Manager to automatically set up sales and service teams based on their availability and expertise. It can also be based on customer name if targeting specific customers or products.1 What is a Territory? A territory is an organizational domain with boundaries defined by attributes of customers. country. They can assign tasks to employees based on: ■ ■ ■ ■ ■ ■ Postal code Area code Country Vertical market Size of company Product expertise Territory Manager makes it possible for you to create multidimensional territories using a number of such criteria.

Introduction to Oracle Territory Manager 12-3 .2 Oracle Territory Manager Integrations Territory Manager uses resources defined in Resource Manager to display and assign any type of CRM resource to a territory. See Also ■ ■ Basic Territory Building Blocks Different Ways of Creating Territories 12. Think of Territory Manager as a high-level programming tool that determines the assignment of tasks and resources within your company.3 What is the Territory Lookup Tool? Many Oracle Sales users need to have the ability to lookup territories. The Territory Lookup Tool allows these users to view the appropriate sales representatives that have been assigned to specific territories that have been defined by qualifier values.Oracle Territory Manager Integrations You can create multiple such territories for individuals or for teams of sales and service representatives. It searches down the territory hierarchy to find the resources of the winning territory. you can use a wild card with at least two letters. 12. ■ Service uses Territory Manager to set up territories so that an incoming service request or task can be routed to an appropriate resource. The Territory Lookup Tool is HTML based. Territory Manager is widely used by various Oracle modules across CRM. which have been defined for Oracle Sales and Telesales.1. and the representatives assigned to those territories. Use the Territory Lookup Tool to find: ■ ■ An organization A sales representative The Territory Lookup Tool returns the names of the sales representatives attached to the winning territories based on the Territory setup and search criteria. Note: In the Organization field.

and opportunity can be assigned to a sales agent based on territory definitions. The following table describes the order and process of using Territory Manager. The territory administrator then begins the territory creation process. using the concept of basic territory building blocks. users with an appropriate responsibility can search and view territory hierarchies through either the Administration menu or the Navigator tree. your territory planning team must analyze your business and organization needs for better territory planning and future management.Process Flow for Oracle Territory Manager ■ Quality Online (formerly known as Oracle Defect and Enhancement Management) uses Territory Manager to set up territories so that a defect can be assigned to an appropriate resource. leads. the HTML Territory Manager. Assignment Manager uses Territory Manager to retrieve qualified resources identified in territories. TeleSales (OTS). to search for sales representatives. This territory creation process may use different ways to create territories either with or without using templates or types. The territory administrator must run the “Generate Territory Package” concurrent program to generate correct territories with changes reflected before calling modules assign resources defined in your territories.3 Process Flow for Oracle Territory Manager Before using the Territory Manager. ■ ■ ■ 12. OTS and OSO also uses Territory Lookup Tool. according to the territory plan. Sales and Sales Online (OSO) use Territory Manager to set up territories so that accounts. This step should be in place before implementing the Territory Manager. After territories have been created. The implementation team enables seeded qualifiers used in your territories based on the planning decisions. 12-4 Oracle CRM Application Foundation User Guide . It can include the use of escalation territories to help manage future escalations. Trade Management uses Territory Manager to set up territories so that offers and claims can be assigned to qualified resources.

member assignment.Terms and Definitions Table 12–1 Steps Territory Manager User Process Description Use this HTML-based window to search for sales representatives. and so on.4 Terms and Definitions The following table describes Territory Manager terms and definitions. The winning territory is based on the Territory setup and search criteria. or to be in use. There are two types of reports you can generate in either HTML or export to Microsoft Excel: Territory Definition Report Territory Changes Report Required Optional Performed By All Users Territory Lookup Tool Run Reports Optional Users who have the Territory Administration HTML responsibility or the CRM Administrator responsibility can access territory reports. An escalation territory must be defined with the escalation flag checked before it will be present in the Escalation LOV. is effective. The date a territory. It searches down the territory trees to find the winning territory. Territory based escalation definition will provide you with the multi-level escalation path for each territory. A Catch All territory is a placeholder used at the top of a territory hierarchy when no other has been defined. Introduction to Oracle Territory Manager 12-5 . 12. Number of Winners The Number of Winners field is used to specify the maximum number of potential winning territories. Escalation territories provide you with the ability to define the escalation path in the event of exceptions. This is necessary for all administrative purposes and accountability purposes. When defining a territory. Run reports to track your selections and changes. Table 12–2 Term Automatic Assignment Catch All Effective Dates Escalation Territories Territory Manager Terms and Definitions Description Automatic Assignment refers to the matching of territories to resources resulting in a "Winning Territory". the user has the option of designating the escalation territory.

Resource Qualifiers are the criteria used specifically in selecting resources. TM is an acronym for Territory Manager. services. you can treat the values of the static qualifiers as the required values for every new territory. (Optional) Whenever a new set of territories needs to be generated. LIKE. products. The values of both transaction and resource dynamic qualifiers are exclusively mixed together while assigning them to the new territories. the qualifier values should be either discreet using operators (for example. and resources. A territory is an organizational domain with boundaries defined by attributes of customers. This person administers the specific and periodic duties of Territory Manager. They can be based upon territory types. It is used with number of winners. a calling module uses backend processes to retrieve resources identified in the winning territories among competing territories. <>. a template can be used. Qualifiers are used to define Territories.>=.<=. This is used as a tool that helps manages territories. While defining territories. or a range using BETWEEN. Dynamic qualifiers are used to control the number of territories after creating a mass number of territories. A territory template is used to create many similar territories simultaneously.Terms and Definitions Table 12–2 Term Operators Territory Manager Terms and Definitions Description Operators refer to the ability to use arithmetic operators.=<>. Static qualifiers are used to transfer the qualifier’s values to every new territory no matter if it is a transaction or a resource qualifier after territory mass creation. Therefore. Rank is used to specify the priority of a territory among territory random selection. TAE is an acronym for Territory Assignment Engine. After territories are defined. Qualifiers Dynamic Mode (Default) Static Mode Rank Resource Qualifiers TAE TM Territory Territory Administrator Territory Templates 12-6 Oracle CRM Application Foundation User Guide .

Territory Type Top-level Territory Transaction Qualifiers A top-level territory is a territory that has the "Catch All" as a parent. 12. territory types are based on the specific business need. Types are also able to be based on usage. Another example can include customer type and location. or an escalation territory. In usage. A territory type can be based also upon customer and product. territory types can be defined to organize the business. 12. Transaction Qualifiers are the criteria used to determine the winning territory. Consequently.5. You can create a stand-alone individual territory by entering territory qualifiers and their values directly. you may not need all of the building blocks.5 Basic Territory Building Blocks Use the following basic building blocks to define a territory: ■ ■ ■ ■ ■ Qualifiers Territories Territory Types Territory Templates Escalation Territories Note: When creating a territory. without using a territory type. Sales. and Service. such as. Marketing.Basic Territory Building Blocks Table 12–2 Term Territory Manager Terms and Definitions Description Territory Types are used to group transaction qualifiers when creating territories. a territory template.1 Qualifiers The following section describes qualifiers in detail: ■ ■ ■ ■ Qualifier Components Transaction Qualifiers Resource Qualifiers Using Qualifiers Introduction to Oracle Territory Manager 12-7 .

and postal code. Some examples of transaction qualifiers within the Account Transaction Type are company name. < >. The following table describes each component: Table 12–3 Qualifier Components Description The name of the qualifier. then manually enter this field. The selection from the LOV in this field is based on the selected qualifier. use different sets of transaction qualifiers and those transaction qualifiers are grouped by transaction type. Note: You must enable transaction qualifiers before using them. Possible values are =. for example. Like and Between. company name. area code. the LOV for the request status qualifier can be Open or Closed. postal code. operator. >=. <. job title. and so on.Basic Territory Building Blocks ■ Seeded Qualifiers Qualifier Components There are two types of qualifiers that help define a territory: Transaction Qualifiers and Resource Qualifiers. Lead.5. If the qualifier is area code. The operator’s list of values (LOV) depends on the data type of the qualifier. and value. a sales or telesales territory has three predefined transaction types: Account. Components Name Operator Value 12. like Oracle Sales or Service. Opportunity channel is one transaction qualifier for the Opportunity Transaction Type. and Opportunity. request status. use area code. 12-8 Oracle CRM Application Foundation User Guide . task priority. For example. or others. or opportunity channel as the criteria to help assign qualified resources for transaction needs.2 Transaction Qualifiers Transaction Qualifiers are used to specify the criteria about how the territory module assigns resources to transactions. 415. <=. The default value for this field is "=". item. A qualifier also consists of three components: name. >. Different territory usages. For example. 408. For example. It can be postal code. Use operator to connect a qualifier name and its values to make a qualifier meaningful. It is the first key decision point when Assignment Manager tries to assign resources to a document or a task.

12. This qualifier captures a range of the business names. a Customer Name Range qualifier is used to indicate more than one customer (or customer names) by entering appropriate values.3 Customer Name This transaction qualifier defines a customer name. there are three which should be explained to avoid confusion: ■ ■ ■ Customer Name Customer Name Range Customer Name Range Group 12. Introduction to Oracle Territory Manager 12-9 . Customer Name Range. Example of Predefined Territory Qualifiers Application Type Defect Management Sales Trade Management Service Qualifier Type Defect Transactions Account Trade Account Service Request Qualifier Name Product Customer Name Range State Request Type Customer Name. and Customer Name Range Group Among all the transaction qualifiers.Basic Territory Building Blocks Sample List of Seeded Transaction Qualifiers Territory Manager includes seeded qualifiers for the following CRM modules: ■ ■ ■ ■ Oracle Defect Management Oracle Sales and Marketing Oracle Service Trade Management The following table describes a small sample of both resource and transaction qualifiers.5.4 Customer Name Range In contrast to a Customer Name qualifier.5.

for example.5. USA Business World. Business World Book. and Russia Business World. Between “A% Business World” to “Z% Business World”: This value represents USA Business World. Russia Business World.5 Customer Name Range Group Instead of entering the Customer Name Range values every time when defining a territory. You can use the Customer Name Range qualifier to group similar customer names together by using the following values: Like “Business World %”: This value represents Business World Motor. and UK Business World. 12-10 Oracle CRM Application Foundation User Guide . select the next line in the Name field to create additional group information. you can use “Business World” as the Customer Name Range Group qualifier to list all Business World related branches and subsidiaries in one step when you define a territory. 12. Business World. UK Business World. and Business World Service. Business World Service. you can use the Customer Name Range Group qualifier to group these frequently used values together and give them a group name. you can use this transaction qualifier in defining a territory for Oracle Sales and Telesales.Basic Territory Building Blocks Example Business World Worldwide has the following branches and subsidiaries: Business World Motor. may have the following values: Like (Operator) “Business World %” Between (Operator) “A% Business World” (Value From) to “Z% Business World” (Value To) After defining a group qualifier and its values. Business World. Continuing from the previous example. a customer name range group. If you want to define more than one customer name range group. Business World Book. This qualifier was developed so that businesses can conveniently group together all names of a company including its subsidiaries. Example Create a Customer Name Range Group qualifier called “Business World” with a grouping of the following values that you used for Customer Name Range qualifier: Like “Business World %” Between “A% Business World” to “Z% Business World” In this way.

Service. A territory uses resource qualifiers to filter resources that you want to attach to a territory. identify the resource names on the Resources tab of the Territory Details window. For example. Sales and Marketing. if you are looking for specific resources who speak Italian for your customer needs. If the territory happens to win. then the resources attached to the territory can be assigned to the transaction. Seeded Qualifiers Territory Manager provides a large number of seeded qualifiers for Defect Management. competence." and "Job Title Introduction to Oracle Territory Manager 12-11 . You can create a territory individually or you can create a large number of territories all at the same time using a territory template. A territory is set up with two qualifiers: "Customer Name = Business World Inc. These qualifiers act as filters which define resource selections. Example Suppose your company wants to finalize a business transaction with Business World Inc. Examples include job title.5. and Trade Management.7 Using Qualifiers Why Use Transaction and Resource Qualifiers? After understanding the concepts of transaction qualifiers and resource qualifiers. 12.5.Basic Territory Building Blocks 12. Instead.8 Territories A territory consists of qualifiers and their values.” This aids in selecting resources that qualify for your condition. A territory uses transaction qualifiers and values to determine if a territory can win in that transaction. and that it also requires a manager position to close the deal.5. There is no need to specify the resource qualifiers if you know exactly which resources are needed for a certain territory. and language.6 Resource Qualifiers Resource Qualifiers specify what attributes are used to select the individuals responsible for those transactions. it is easier to understand how a territory works. You can still make selections from the qualified resources suggested by the resource qualifier before assigning them to a territory. 12. then the resource qualifier can be identified as "Language = Italian.

You do not need to use any of the existing Territory Type or Territory Template for this territory creation. In this case.11 Escalation Territories An escalation territory provides the resources responsible for managing escalations. create a territory type with the Country and Postal Code qualifiers.5.9 Territory Types A Territory Type is a grouping of transaction qualifiers. Suppose you have two large customers and you want to create a territory for each of them for every state in the United States. 12. you can use it to simplify and systematize the territory creation process. once for each of the 50 states and again for each company. This saves time when creating similar territories. Using a territory template.5.5.Basic Territory Building Blocks = Manager" for this one time deal. Creating individual territories requires repeating the same procedure 100 times. The territory creation process can use some or all of the following basic building blocks: ■ ■ ■ Territory Types Escalation Territories Territory Templates See Also Different Ways of Creating Territories 12. Without setting qualifier values. 12.10 Territory Templates Use a Territory Template to create many similar territories at the same time. Use territory types to group transaction qualifiers used for creating territories. 12-12 Oracle CRM Application Foundation User Guide . you can create all of the 100 territories at the same time. Note: Plan your territories and enable existing transaction qualifiers before creating territory types. You can add an escalation territory later with a different manager who has a superior record for handling complex cases if the assigned manager is not able to close the deal. Suppose you want to create territories by geographical area.

so now the service request will be automatically escalated to the resource. You can create alternate escalation territories to automatically reassign a service call when certain conditions are not met. the Assignment Manager is used in conjunction with the Territory Manager. or defect) has an escalation territory defined. Set qualifier values for each territory.6.Different Ways of Creating Territories You use Escalation territories to define the escalation path with appropriate resources that the escalation owner identified for the territory in the event of exceptions.2 Creating a Territory Using a Territory Type Create territories using a territory type in a three step process: ■ ■ ■ Create the territory types by adding chosen transaction qualifiers. A service engineer cannot service a request within a certain time frame which is set up in the Business Rule Monitor (BRM). A repair team assigned to a repair does not take action within five business days. 12. Use this method for creating multiple territories with similar characteristics. Using territory types to create territories saves time because you do not have to add Introduction to Oracle Territory Manager 12-13 . 12. In case of automatic assignment by using an escalation territory. a. tasks.6 Different Ways of Creating Territories You can create territories in one of three ways: ■ ■ ■ Individually With a territory type With a template 12. The escalation can be automatically assigned to an owner if the escalated document (like service request. b.1 Creating Individual Territories Create a stand-alone territory by entering territory qualifiers and their values directly. Use territory types to create territories.6. so now that repair can be assigned automatically to another group. This method does not leverage your work because you have to add both qualifiers and their values for each territory you create.

3 Creating a Territory Using a Territory Template Create a large number of territories all at the same time using a territory template. once for each of the 50 states for each company. 12. 12-14 Oracle CRM Application Foundation User Guide . For example. you can create all 100 territories at the same time. Territory types limit you to using transaction qualifiers only. By following the procedure outlined in Using a Template to Create Large Numbers of Territories. Features of a Child Territory (Subterritory) To help maintain integrity in the hierarchy. additional qualifiers and values can be added. but you still have to create each individual territory separately by entering values for the qualifiers. Territory hierarchies also have the ability to store the parent-child relationship among territories. Using territory types. This West Coast territory and the three subterritories have the parent-child relationship. For example.7 Territory Hierarchies The purpose of having territory hierarchies is to make the territory assignments and searches more efficient. each child territory logically inherits the qualifiers and values of the parent territory. Oregon. suppose you want to create a separate territory for every state in the United States for two large customers.Territory Hierarchies qualifiers to each individual territory. Note: You must use territory templates to create territories if you plan to use resource qualifiers. Also. 12. you still must create each 100 territories separately although the process is somewhat shorter. Parent-Child Territory Any territory consisting of one or more subterritories is considered as a parent territory.6. a West Coast territory could consist of three subterritories: Washington. and California. Creating individual territories requires you to repeat the procedure 100 times.

There are two possible outcomes based on values entered in the Number of Winners field: ■ ■ One Winner Multiple Winners One Winner If you enter 1 in the Number of Winners field in the Overview tab.Territory Winning Rules 12. Multiple Winners If you enter a number greater than 1 in the Number of Winners field in the Overview tab. then the number of winning territories defaults to one for the hierarchy under that top-level territory. For example. Use the Number of Winners field to limit the number of winning territories. but it can only have two winners. Introduction to Oracle Territory Manager 12-15 . Multiple winners are commonly used in Oracle Sales to meet the business needs. Use the territory ranking mechanism for breaking ties between wining territories.8 Territory Winning Rules Territory Manager uses the Number of Winners field set to the top level of territory hierarchy to determine the winning territories. which helps to select the most qualified resources for the service requests. if there are three territories that qualify for the criteria. The highest rank of competing territories (which is represented by a lower number) wins against the lowest rank of the territories (which would be the higher number) in the territory hierarchy. Territory winning rules are used in several different ways in the Oracle E-Business Suite. However. then ranking determines the final two winners among the three territories. Note: Only the territory that has resources attached can be a winning territory. then Territory Manager assigns a transaction to multiple qualifying territories. then Territory Manager assigns the transaction to a single territory in the territory hierarchy. If the Number of Winners field is not set. but a single winner is also used in Sales. This field cannot be entered if it is not the top level territory. Oracle Service tends to enter ONE in the Number of Winners field.

If the Number of Winners is set to ONE.Territory Winning Rules Rank Rank is used to specify the priority of a territory among multiple winners. The Assignment Manager selects Territory 1 or Territory 3 randomly. from rank 1 to 10 for the same hierarchy level. ■ Condition B: – – – Territory 1: Rank 3 Territory 2: Rank 2 Territory 3: Rank 4 The winner is Territory 2. The choice is only random if no rank has been defined. 12-16 Oracle CRM Application Foundation User Guide . The lowest rank of competing territories wins at the same level in the hierarchy. rank 1 has the highest priority. Reason: Any territory with rank 2 can be the winner. Example The following example shows how zip codes are used to set up three overlapping territories: Territory 1: zip code Between 90001 and 90051 Territory 2: zip code Between 90020 and 90070 Territory 3: zip code Between 90049 and 90052 Note that the transaction value: zip code = 90050 The previous three territories are all qualified for this transaction. For example. then the single winning territory in the following both situations is: ■ Condition A: – – – Territory 1: Rank 2 Territory 2: Rank 3 Territory 3: Rank 2 Winner can be either Territory 1 or Territory 3. Reason: The territory with rank 2 wins over the territories with rank 3 and 4.

you must run the concurrent program “Generate Territory Package. description. It is not mandatory to enter resource qualifier information if you know exactly what resources you want to use in a territory. (Optional) Use this tab when a territory hierarchy includes territories following the current territory. changes to territories will not be reflected when the Territory Assignment Engine assigns transactions.” This allows the system to compile the business rules defined in the territory creation. (Optional) Use this tab to specify resources qualifiers and their values. effective dates. Territory Details Window Tabs Tab Overview Tab Description Use this tab to enter basic territory information including name. Introduction to Oracle Territory Manager 12-17 . Resources Tab Use this tab to specify resources manually or click the Auto Assign Resources button to display and select qualifying resources based on resource qualifiers and their values defined in the Resource Qualifiers tab. If this step is not completed. Transaction Qualifiers Tab Resource Qualifiers Tab Subterritories Tab WARNING: After creating or modifying a territory. Specify transaction qualifiers and their values for a territory. number of winners.9 Understanding the Territory Details Tab The following table describes the different tabs available in the Territory Details Windows. and transaction types. and crucial information like rank.Understanding the Territory Details Tab 12. Click New Subterritory and repeat the territory creation procedure for new subterritories.

Understanding the Territory Details Tab 12-18 Oracle CRM Application Foundation User Guide .

Use the Navigator to: – – – – – View the structure of territories in a tree format and create new territories. Search for the territory you want to view or modify from the tree structure.13 Overview of Using Oracle Territory Manager This chapter covers the following topics: ■ ■ Accessing the Oracle Territory Manager Interface Summary of Oracle Territory Manager Tasks 13. types. View and modify territory templates and the territories created by using them. you can locate the territories. View and modify territory types and the territories created by using them. types. By entering search criteria in the Basic or Advanced tab. you are able to view and search for territories. open the Territory Search window to perform a search. In addition. ■ From the territory tree Navigator window By accessing the Territory Manager.1 Accessing the Oracle Territory Manager Interface You can access the Territory Manager in two ways: ■ From the Administration pull-down menu You can create territories. Overview of Using Oracle Territory Manager 13-1 . or escalation territories that match your criteria. or escalation territories using appropriate windows. View and modify your created escalation territories. templates. templates.

for example. If this is the first territory you are creating. Oracle Service or Oracle Sales and Telesales applications. then select the node of an Application.2 Summary of Oracle Territory Manager Tasks Use Oracle Territory Manager to perform the following types of tasks: ■ ■ Chapter 14. See Also Searching and Viewing Territories 13.Summary of Oracle Territory Manager Tasks – View and modify any item in the tree by double-clicking on it. Running Reports in Territory Manager 13-2 Oracle CRM Application Foundation User Guide . Using the Territory Manager Lookup Tool Chapter 15.

14 Using the Territory Lookup Tool This chapter covers the following topics: Using the Territory Lookup Tool 14.1 Using the Territory Lookup Tool Use the Territory Lookup Tool to find: ■ ■ An organization A sales representative The HTML based Territory Lookup Tool returns the names of the sales representatives who are defined under the Sales and Telesales usage. It searches down the territory hierarchy to find the resources of the winning territories. Note: In the Organization field. there are three ways to search for information that are based on the responsibility described in the following table: Territory Lookup Tool Access Privileges Responsibility Name Territory Lookup User Territory Lookup Intermediate User Lookup Subtab Yes Yes Lookup by Organization Subtab No Yes Advanced Lookup Subtab No No Using the Territory Lookup Tool 14-1 . you can use a wild card with at least two letters. In the Territory Lookup tab.

Acquire the appropriate responsibilities ■ Responsibilities ■ Territory Lookup User The Territory Lookup User responsibility allows you access to the Lookup subtab only. Country Code and Postal Code qualifiers are enabled. Note: This subtab uses the following qualifiers which aid in the search: ■ ■ ■ Country Code transaction qualifier (Country field) Postal Code transaction qualifier (Postal Code field) Customer Name Range transaction qualifier (Organization field) Prerequisites ■ ■ Customer Name Range.2 Finding a Salesperson Using the Lookup Subtab Perform the following steps to look up a customer’s assigned sales representatives. 14-2 Oracle CRM Application Foundation User Guide . Create the necessary territories using the appropriate enabled transaction qualifiers.Finding a Salesperson Using the Lookup Subtab Territory Lookup Tool Access Privileges Responsibility Name Territory Administration HTML Lookup Subtab Yes Lookup by Organization Subtab Yes Advanced Lookup Subtab Yes How to use each subtab is described as follows: ■ ■ ■ Territory Lookup using the Lookup subtab Territory Lookup using the Lookup by Organization subtab Territory Lookup using the Advanced Lookup subtab 14.

Then click Lookup for the desired organization which is based on sales account transaction qualifiers. 5. The results will be listed at the bottom of the window. The results include columns which display the salesperson’s name.Finding a Salesperson Using the Lookup by Organization Subtab Navigation Navigate to the Territory Lookup window. manager’s phone number. Enter your user ID and password and click Go. The Territory Lookup window opens. then use the Lookup by Organization subtab to find the name of the company. 14. phone number. role. (Optional) Enter the organization name in the Organization field. First you search for your organization which is based on the TCA model and will return all values that match your criteria in the Results region. and top level parent territory. You can use two wildcards after entering one letter. A%%. job title. e-mail address. 3. Select Lookup. Prerequisites ■ Enable qualifiers Using the Territory Lookup Tool 14-3 . Steps 1. territory name. Select the country from the drop-down menu. For example. Enter the complete postal code. 2. This subtab uses the following criteria: ■ ■ ■ ■ Customer Name in the Organization field (Optional) State in the State/Province field (Optional) Country in the Country field (Optional) Postal Code transaction qualifier in the Postal Code field Searching for salespersons is a two-step process.3 Finding a Salesperson Using the Lookup by Organization Subtab If you don’t know the postal code of the company of which the sales representative belongs to. manager’s name. 4.

7. Enter your user ID and password and click Go. 8. You can use wildcards to aid your search. 2. Click Go. 3. Select the Lookup by Organization subtab. (Optional) Select the country from the Country drop-down menu. The Territory Lookup by Organization window opens. click Lookup in the matching column. Steps 1. Enter the name of the company in the Organization field. 14-4 Oracle CRM Application Foundation User Guide . (Optional) Select the state from the State/Province drop-down menu. 4. 6. The results list the matching organizations and addresses.Finding a Salesperson Using the Lookup by Organization Subtab ■ ■ Create the necessary territories Acquire the appropriate responsibilities Responsibilities ■ Territory Lookup Intermediate User The Territory Lookup Intermediate User responsibility allows you access to the following subtabs: – – Lookup subtab Lookup by Organization subtab Note: The Territory Administration HTML responsibility also allows you access to the Territory Report tab to run the Territory Definitions Report (HTML) and Territory Changes Report (HTML). If you see your selection listed. (Optional) Enter complete postal code in the Postal Code field. Navigation Navigate to the Territory Lookup window. The results will be listed at the bottom of the window. 5. The Territory Lookup window opens.

4 Finding a Salesperson Using the Advanced Lookup Subtab The Territory Lookup Tool. territory name. manager’s phone number. role. Using the Territory Lookup Tool 14-5 . manager’s name. 14. with the Territory Administration HTML responsibility. you can either scroll to the bottom of the page and use the navigation links. has a dynamic window format that requires no customizing. Prerequisites ■ ■ ■ Enable qualifiers Create the necessary territories using at least one qualifier Acquire the appropriate responsibilities Responsibilities ■ Territory Administration HTML The Territory Administration HTML responsibility allows you access to the following subtabs: – – – Lookup subtab Lookup by Organization subtab Advanced Lookup subtab Note: The Territory Administration HTML responsibility also allows you access to the Territory Report tab to run the Territory Definitions Report (HTML) and Territory Changes Report (HTML).Finding a Salesperson Using the Advanced Lookup Subtab The Territory Lookup Results window opens displaying the salesperson’s name. e-mail address. job title. or perform another search. Use the advanced search to search for territories using specific criteria. It dynamically displays the enabled account qualifiers for sales that are selected in Territory Manager. Note: The organization field uses the Customer Name Range transaction qualifier and NOT the Customer Name transaction qualifier. phone number. If you do not see your selection listed. and top level parent territory.

If you see your selection listed. e-mail address. Enter your user ID and password and click Go. Select the Advanced Lookup subtab. 2. and top level parent territory.Finding a Salesperson Using the Advanced Lookup Subtab Navigation Navigate to the Territory Lookup window. territory name. Select Lookup. 14-6 Oracle CRM Application Foundation User Guide . role. manager’s name. manager’s phone number. job title. 3. The Territory Lookup Results window opens displaying the salesperson’s name. Steps 1. you can either scroll to the bottom of the page and use the navigation links. The Territory Lookup window opens. 5. The Advanced Lookup window opens. or perform another search. phone number. The results will be listed at the bottom of the window. click Lookup in the matching column. If you do not see your selection listed. ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Organization (corresponds to the Customer Name Range qualifier) Country (from the drop-down menu) State (from the drop-down menu) Province (from the drop-down menu) Postal Code County Area Code Customer Category (from the drop-down menu) Company Annual Revenue SIC Code Number of Employees City 4. Enter your search criteria in any of the following fields. The results list the matching organizations and addresses.

it is faster to verify your selection in HTML and then export it to Microsoft Excel. and resource access information.15 Running Reports in Territory Manager This chapter covers the following topics: ■ ■ ■ ■ Territory Definitions Report (Forms) Territory Changes Report (Forms) Territory Definitions Report (HTML) Territory Changes Report (HTML) 15. qualifier conditions.1 Territory Definition Report (Forms) Run the Territory Definition Report to see a list of each territory. Perform the following steps to retrieve specific territory information based on certain criteria. resources. Note: If you want to view your report as a spreadsheet. such as a specific resource or a transaction qualifier. including transaction types. Prerequisites None Responsibility CRM Administrator Running Reports in Territory Manager 15-1 .

Choose either HTML or Excel. 2. Enter values for the Earliest Change Date and the Latest Change Date. 4. Select Qualifiers from the drop-down menu and click OK. This report displays your updated territory information but does not show the differences from what existed before any changes were made. Select Territory Manager > Territory Reports > Territory Definition Report. 3. 2. Prerequisites None Responsibility CRM Administrator Navigation Navigate to the Territory Changes Report window. Steps 1. Select Output Format from the drop-down menu. Select Territory Manager > Territory Reports > Territory Changes Report. 15-2 Oracle CRM Application Foundation User Guide . 3. It also will only show changes that were done in the Overview tab. 15. The Territory Changes Report window opens. The Territory Report window opens. Select Sales Representatives from the drop-down menu.2 Territory Changes Report (Forms) Perform the following steps to trace territory change information for a specific period of time.Territory Changes Report (Forms) Navigation Navigate to the Territory Definition Report window. 4. Select Output Format from the drop-down menu. Steps 1. Choose either HTML or Excel. Click OK.

The Definitions report window opens. To refine your report. either keep the default date (current date) or click the Date Picker to select the desired date. In the Active On field. you can additionally select from the resource and qualifiers that are associated from that usage. Navigation Navigate to the Territory Lookup window. To narrow your search.3 Territory Definition Report (HTML) Perform the following steps to retrieve specific territory information based on certain criteria. Select the Territory Report tab. Click View Report. The Territory Definitions window displays your requested data. Enter your user ID and password and click Go. use the drop-down lists in the Resource and Qualifier fields. 4. The Territory Lookup window opens. 3. make your selection. From the drop-down list in the Usage field.Territory Definition Report (HTML) 15. Running Reports in Territory Manager 15-3 . 6. such as a specific resource or a transaction qualifier. 2. 5. Steps 1. Prerequisites None Responsibilities ■ ■ Territory Lookup Intermediate User Territory Administration HTML Use the Territory Lookup Intermediate User responsibility and the Territory Administration HTML responsibility to access the Territory Report tab in addition to the Territory Lookup tab.

To refine your report. 6. Navigation Navigate to the Territory Lookup window. 5. Enter your user ID and password and click Go. Prerequisites None Responsibilities ■ ■ Territory Lookup Intermediate User Territory Administration HTML Use the Territory Lookup Intermediate User responsibility and the Territory Administration HTML responsibility to access the Territory Report tab in addition to the Territory Lookup tab. 15. From the drop-down list in the Usage field. 15-4 Oracle CRM Application Foundation User Guide . The Territory Changes Report window opens. 4. you can enter the date in the Latest Change Date field. Enter your required date in the Earliest Change Date field. The Territory Lookup window opens.Territory Changes Report (HTML) Note: You can click on the Comma Separated Format icon to download your report in a Microsoft Excel format. 2. This report displays your updated territory information but does not show the differences from what existed before any changes were made. It also will only show changes that were done in the Overview tab excluding usage changes. make your selection. 3. Select the Territory Report tab.4 Territory Changes Report (HTML) Perform the following steps to trace territory change information for a specific period of time. The Definitions report window opens. Steps 1. Select the Changes Report from the subtab.

In the Active On field.Territory Changes Report (HTML) 7. Click View Report. Running Reports in Territory Manager 15-5 . 8. The Territory Changes Report window displays your requested data. either keep the default date (current date) or click the Date Picker to select the desired date. Note: You can click on the Comma Separated Format icon to download your report in a Microsoft Excel format.

Territory Changes Report (HTML) 15-6 Oracle CRM Application Foundation User Guide .

Part IV Assignment Manager This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ Introduction to Oracle Assignment Manager Overview of Using Oracle Assignment Manager Assigning Options Viewing Resource Information in Assignment Manager .

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This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ Overview of Oracle Assignment Manager Oracle Assignment Manager Integrations Ownership and Resources The Gantt Chart Assigning a Process Selecting Assignment Criteria Process Flow for Oracle Assignment Manager What’s New in This Release Terms and Definitions 16.16 Introduction to Oracle Assignment Manager This topic group provides overviews of the application and its components. as well as the application's relationships to other Oracle or third-party applications.1 Overview of Oracle Assignment Manager The following topics describe Assignment Manager and its use: ■ ■ What is the Assignment Manager? What is an Assignment? Introduction to Oracle Assignment Manager 16-1 . and functions. explanations of key concepts. features.

16-2 Oracle CRM Application Foundation User Guide . such as. you can assign resources for a task or document as well as assign ownership. Before sending qualified resources. Designate Resources For example. availability. Oracle Scheduler provides additional features to optimize scheduling resources. Note: Documents can be leads. and territories. it can require multiple tasks to fulfill the requirements.1 What is Assignment Manager? Assignment Manager is a tool used to select and designate qualified resources to a document or a task. Once a document is created. An optional module. It is not a stand-alone module so that it can only be accessed from other modules and applications. service requests. defects. It supports all resource categories defined in the Resource Manager module. opportunities. use Assignment Manager to determine: ■ ■ Resources that are responsible for the company’s geographical location Resources that are available for a specific time frame. Use Assignment Manager to: ■ ■ Assign responsibility for documents and tasks Assess the availability of qualified resources needed to be an owner for a task or document The assignment process uses criteria based on preferred resources. you log a service request. or escalations.Overview of Oracle Assignment Manager 16. Assignment Manager can also assign ownership to a task or a document. Using Assignment Manager. by the end of the week Resources with the lowest labor rate and available time slot information Resources preferred by the company ■ ■ Assign Ownership Besides assigning qualified resources to a task or a document.1.

1. the support manager is the owner of the assignment. ■ The following Oracle Application Foundation modules integrate with Assignment Manager: ■ ■ Territory Manager provides qualified resources identified in a territory. You. This assignment. due to your skill or due to your availability during a specific time frame. In this example. Teleservice (formerly known as Customer Support) uses Assignment Manager to help assign an owner to a service request. 16.2 What is an Assignment? An assignment is any given task or responsibility. Example A support manager promises to fix all hardware computer problems in the company. are requested to fix all the desktop computer problems by the end of this week due to your expertise in the hardware support group. Task Manager (Forms-based) determines task duration.2 Oracle Assignment Manager Integrations The following Oracle CRM applications integrate with Assignment Manager: ■ ■ ■ ■ Contracts provides preferred engineers. as a desktop support technician.Oracle Assignment Manager Integrations 16. You are the assignee if you accept the assignment. ■ ■ Introduction to Oracle Assignment Manager 16-3 . Tasks also uses Assignment Manager to help assign resources (an owner and an assignee) to a task. Escalation Manager uses Assignment Manager to help assign an owner to an escalation document. Forms-based Calendar offers resource work shift information. Field Service uses Assignment Manager in the Dispatch Center (previously the Control Tower) to assign an owner to a field service request. can either be accepted or rejected depending on your availability. TeleSales uses Assignment Manager to assign appropriate resources to a lead. assigned by your manager. Installed Base determines preferred engineers. It can be delegated to you. The assigning criteria is based on your expertise and resource availability for a specific period of time.

A task owner can be a planner. The following section discusses the concept of ownership and resource assignment options. An owner is defined as a resource within Assignment Manager.3 Ownership and Resources Use Assignment Manager to assign ownership and resources to a specific task or document based on selection criteria including customer preferred resources. ■ A document owner can be a service manager. 16. service support. or use backend processes to call Assignment Manager and then update the resource assignment table for a task assignment. ■ In order for a task or service request to be fulfilled. dispatcher. and resource availability. ■ Assigning Ownership – – Assisted Assignment Option Unassisted Assignment Option ■ Assigning Resources – – – – Assisted Assignment Option Unassisted Assignment Option Intelligent Assignment Option Window to Promise Assignment Option 16. expediter. you can manually assign resources. The actions are 16-4 Oracle CRM Application Foundation User Guide .1 Assigning Ownership You must assign an owner when you create a document or task to ensure that some type of action is taken. or service representative.3. that task or service request must have a person (owner) responsible for subsequent actions. Sales Online and iSupport applications can either manually select resources or use backend processes to call Assignment Manager for resource selection. territories. Oracle Quality Online.Ownership and Resources Note: When assigning resources to a HTML task. marketing person. or a salesperson.

you must adjust your criteria and perform a search again.Ownership and Resources performed either by that person or by someone else (assignee) for task completion. Table 16–1 Option Assigning Ownership Description Use this option to find a list of qualified resources based on a predefined set of criteria.3. you must adjust your criteria and search again. The following table describes the four options for assigning resources. Note: Task assignments are time sensitive and dependent on resource availability. Assisted Assignment Option Unassisted Assignment Option Use this option to assign a task or document without taking the criteria into account. the Intelligent and Window to Promise options are limited to selecting assignees. you must adjust your criteria and perform a search again. such as availability and resource location. or to overrule the criteria set. The assignee is selected based on ability or availability. 16. The following table describes the two options used for assigning ownership. They are not used for assigning ownership.2 Assigning Resources Use Assignment Manager to designate qualified resources for a task or a document based on certain criteria. The Gantt chart displays tasks and task statuses. Assisted Assignment Option Introduction to Oracle Assignment Manager 16-5 . When no qualified resource is shown. When no resource can be found based upon the selection criteria. Therefore. When no resource can be found based upon the selection criteria. Table 16–2 Option Assigning Resources Description Use this option to find a list of qualified resources based on a predefined set of criteria.

It is used only in the Field Service Dispatch Center. Unassisted Assignment Option Intelligent Assignment Option This is an option specific to field service that is only available when Oracle Scheduler is installed. which is particularly useful to Field Service. This selection criteria can help you assign qualified resources to a task or a document.3. the Assisted option is the default assigning mode. Assignment Manager does not return any end dated resources. The Intelligent option has been disabled as a menu choice in Service Request and in Escalations. For example. 16-6 Oracle CRM Application Foundation User Guide . It is used only in the Field Service Dispatch Center. or search for all group resources and then select them based on resource availability for the task.Ownership and Resources Table 16–2 Option Assigning Resources Description Use this option to assign a document or task without considering search criteria. When Assignment Manager is invoked. save your task first before launching Assignment Manager. The Window to Promise displays time intervals at which a resource (service representative) can visit the customer to perform the task. For task assignments. use the Assisted Assignment option to find a list of active resources in Assignment Manager based on a predefined set of criteria. This option provides relative cost and travel time information. if known.3 Assisted Assignment Option Instead of selecting resources based on your own choices. to assign a group to a task. Otherwise. Window to Promise Assignment Option 16. either specify the exact group name or partial name. the task start and end date information will not populate automatically in the document details region. Use this option if you want Assignment Manager to assist you in selecting qualified resources to be the owner of a document or to fulfill a task based on certain criteria. This is an option specific to field service that is only available when Oracle Scheduler is installed. The Window to Promise option has been disabled as a menu choice in Service Request and in Escalations. Note: In the Unassisted and Assisted assignment options. All resources populated in the Gantt chart are active resources.

all transaction qualifiers are automatically checked. all resources in the winning territories with transaction qualifier "Customer Name" are displayed in the Resource region. The representative can use the Assisted option in Assignment Manager to help select qualified resources. If this is the first time running Assisted option. The search criteria are: ■ ■ ■ Resources preferred by Business World Resource recommendations based on territory assignment Resource recommendations based on time availability for the next five business days The following selection criteria are available in the Assisted option: Preferred Resources: This is used to retrieve a customer’s preferred resources (engineers) defined in Oracle Contracts or Installed Base. Territories: If the Territories check box is selected. to be used in territory selection. Vision’s customer support representative needs to send resources to Business World for this assignment. for example Customer Name.Ownership and Resources Example Business World is having computer problems and has requested its vendor. you can view shift schedules and assigned tasks in the Gantt chart. Vision Corporation’s support department. After a search. See Also ■ ■ ■ ■ ■ ■ ■ Unassisted Assignment Option Intelligent Assignment Option Window to Promise Assignment Option Viewing and Assigning Resources in the Gantt Chart Viewing Resource Web Availability in the Gantt Chart Viewing Support Site Name Information in the Gantt Chart Viewing a Resource’s Product Skills Rating Introduction to Oracle Assignment Manager 16-7 . After a search. then you can identify the transaction qualifiers. Resource Availability: This is used to search for all available resources based on a task or a document duration.

Assignment Manager does not return any end dated resources. buys computers from Vision Corporation as well as having a service agreement with Vision. The supporting manager suggests John Doe. After a search. In addition. Vision’s customer support representative receives a call from Business World requesting Vision to repair one of the on-site computers within five business days. she selects the Unassisted Assignment option and enters the following resource information to limit resource selection: Resource Partial Name: If she knows exactly what resources she is going to assign to a task or document. Resource Type: This field limits resource selection to a specific resource type. 16-8 Oracle CRM Application Foundation User Guide . For example. she can view shift schedules and assigned tasks in the Gantt chart. she calls to a hardware support manager for resource recommendations. she enters Business World’s location for this request.3. then either specify the group name (if you know it) or search for all group resources. select group resource in the Resource Type field to retrieve all the group resources information. then she can enter the resource name or partial name to limit the selection.Ownership and Resources 16. If you want to assign a group resource to a task. After launching the Assignment Manager from a service request or a task.4 Unassisted Assignment Option Use the Unassisted Assignment option if you want to assign a document without taking search criteria into account. The customer support representative then uses Assignment Manager to view the availability information for Doe before assigning him to the request. If the Unassisted Assignment option is selected. as he has previously worked with Business World. All resources populated in the Gantt chart are active resources. predefined selection criteria will not be available. and then make your choice based on resource availability for the task. Note: In the Unassisted and Assisted assignment options. Example Business World Inc. She also enters the current date as the planned start date and adds five business days to establish the end date. Before assigning qualified resources to this task. The representative logs a service request and then creates a task for the request.

Refer to Oracle Field Service documentation for detailed information. working overtime. you can select any combination of the same three search criteria that are used in the Assisted option. the Intelligent assignment option enables you to assign a task based on predefined constraints to qualified service representatives. When Oracle Scheduler is installed. The Intelligent option has been disabled as a menu choice in Service Request and in Escalations. travel distance. Therefore. It is based on the field service representative’s starting and ending locations for a task (or between two tasks) and the amount of time that it takes to travel. and zip code. You can optimize this schedule later or reassign a task before dispatching the schedule to the service representative.5 Intelligent Assignment Option The Intelligent assignment option is used only in the Field Service Dispatch Center. country. This option is used only in the Field Service Dispatch Center. delay time. Once the Intelligent option is selected. See Also ■ ■ Assisted Assignment Option Assisted Assignment Option Introduction to Oracle Assignment Manager 16-9 .Ownership and Resources See Also ■ ■ ■ Assisted Assignment Option Window to Promise Assignment Option Viewing and Assigning Resources in the Gantt Chart 16. city. travel time. each task needs location information that is derived from the address using street. are cost related and are set up based on your business needs. These constraints. the travel time is indicated in the beginning of each task and between tasks. Therefore. and so on. It displays resources with costs and travel time information which is particularly useful to Field Service. The result of using this option is the creation of sequenced tasks for each qualified resource.3. Note: Oracle Scheduler uses the Time Distance Server to determine the cost for a qualified resource.

as it not only provides you with the functionality to select the qualified resource based on predefined resource selection criteria. One time slot can be reserved for multiple customers. Example Business World reports network problems and asks Vision Corporation to send a field technician for hardware repair. each task needs location information that is derived from the address.m. Business World requests that the work is to be done between 10:00 am to 12:00 p.Ownership and Resources ■ ■ ■ Unassisted Assignment Option Window to Promise Assignment Option Viewing and Assigning Resources in the Gantt Chart 16. Therefore. Vision estimates that this repair would take four hours to complete. Territories: She selects the Territories check box to use territories to assist in the resource assignment. to 12:00 p.6 Window to Promise Assignment Option As with the Intelligent assignment option. Vision’s field service dispatcher logs a service request and selects the Window to Promise option in Assignment Manager.m. This helps her identify a resource who is available from 8:00 a.m. This is not available if neither Preferred Resources nor Territories are used. on Wednesday or 8:00 a. This option is especially useful. The time window is also calculated through the Time Distance Server. on May 4. To minimize costs. After the Window to Promise option is selected. This option displays time slots at which a service representative can visit a customer to perform a task. use the Window to Promise assignment option only in the Field Service Dispatch Center. it also takes into consideration the customer’s preferred time frame with possible costs identified for task completion. 16-10 Oracle CRM Application Foundation User Guide . It is based on the field service representative’s starting and ending locations for a task (or between two tasks) and the amount of time that it takes to travel between the two.m.m. she selects the following options: Preferred Resources: She unchecks all the preferred resources if no preferred engineers are identified in Contracts or Installed Base. 2001 (Friday) with a reasonable cost for the assignment.3. This time slot is reserved for a customer and is defined in the Oracle Scheduler setup window. on Friday. Resource Availability: She checks this to see the available resource. to 12:00 p.

After a search. Refer to Oracle Field Service documentation for detailed information. she can view shift schedules with relative cost information displayed in a window format.4 The Gantt Chart The Gantt chart provides a quick graphical overview of the scheduled tasks based on a specific period of time. instead of in a Gantt chart. Note: The Window to Promise option has been disabled as a menu choice in Service Request and in Escalations. See Also ■ ■ ■ Assisted Assignment Option Unassisted Assignment Option Intelligent Assignment Option 16. You can drag the scroll bar to move across the Gantt if the shift or current time line is not synchronized properly.The Gantt Chart After a search. Introduction to Oracle Assignment Manager 16-11 . you can view the following information for a specific resource in the Gantt chart: ■ ■ ■ ■ Shift Schedules (yellow background) First Available Time (green bar) Assigned Tasks (blue bar) Escalated Tasks (red bar) Shift schedules are defined in the Forms-based Calendar module. Note: The Thin Client Framework (TCF) server must be set up correctly and running in order for the Gantt chart to work properly. This option is used only in the Field Service Dispatch Center.

4. the default assumed is one hour. If the resource's shift runs from 9:00 a. as the first available slot for a resource. The end time for the first available slot equals start time plus the duration. and if the current time is 8:47 a.. the Assignment Manager defaults to 9:00 a.m. How does Assignment Manager determine duration and planned date over duration when both are defined in task? While assigning available time for a selected resource.1 Shift Displays in the Gantt Chart How to determine the resource’s available time? The default for the First Available slot for a resource depends on the following: ■ ■ The time the shift starts The current time Assignment Manager takes into consideration what the current time is and when the resource’s shift actually starts.m. The planned effort to complete this task is 10 hours. If no duration is specified.m.m.m. Examples If the resource's shift runs from 9:00 a. Assignment Manager also checks the planned start and end dates for the required task time frame to locate the work shifts if identified. the Assignment Manager defaults to 11:47 a.m as the first available slot for a resource. a task requires 10 hours work and is assigned to Mary and John.. then if no start or end date-time is specified for the search.. The following table describes the effort information that can be entered while defining a task.The Gantt Chart 16. For example. Each needs to contribute five hours to complete this assignment.m. as well as checks the planned effort and duration effort to determine the required work hours (or days) for a task assignment. Table 16–3 Effort Information Description This is the effort required to complete a task. Dates for a Task Planned 16-12 Oracle CRM Application Foundation User Guide . to 6:00 p. then if no start or end date-time is specified for the search.m to 6:00 p. and if the current time is 11:47 a.

then the duration is five hours (10:00 a.m.m.m. 2:00 p. such as five hours work) might not be the same.m.) and for John is five hours (10:00 a. Introduction to Oracle Assignment Manager 16-13 . and finishes at 3:00 p.m. but there is no duration effort.7:00p.. The scheduled start and end dates are shown here after the resources are assigned through Assignment Manager. a hardware repair task is specifically required to occur from February 12 to February 14..m..m. to 2:00 p. from start to finish. Table 16–4 Date Information Description The planning start and end dates are required for a task. if it is assigned to more than one resources. However..m. For example.m. . Assignment Manager uses the following rules to determine the effort required for a task assignment: ■ If the planned effort is provided while creating a task.3:00 p.m. The actual start and end dates for the task.3:00 p. the actual effort for Mary to complete her work is four hours (10:00 a. For example.) ■ Actual This is the actual effort for a task.) The following table describes the date information which can be entered while defining a task. Dates for a Task Planned Scheduled Actual The planned effort and duration effort do not always require the same work hours or days.m. if a task is assigned to one resource. For example.m.m. such as February 12 at 8:00 a. . 2002. For example: ■ Dates for a Task Duration If Mary works from 10:00 a. .) If John starts at 10:00 a.. then display the planned effort in Assignment Manager.m. and John continues from 2:00 p. then the duration of this task is nine hours (10:00 a.m.The Gantt Chart Table 16–3 Effort Information Description This is the actual time for task completion.. then the planned effort (10 hours work to complete the task) and duration effort (the actual time for a task completion.m.m. to 7:00 p. to February 12 at 11:30 a. then the planned and duration efforts should be the same. instead of 2:00 p. 2002.

To understand the process for assigning documents and availability. A territory has resources or resource groups assigned to it. Table 16–5 Dependencies Description A preferred resource is a single person or a resource group that is defined in Oracle Contracts or is recommended from the Installed Base in Oracle Service.5 Assigning a Process The process of selecting a qualified resource is based upon selection criteria and customer selections. For more information. planned effort always takes precedence and the Actual Effort is of no significance while using Assignment Manager for a task assignment. the following is explained in more detail: ■ ■ Assignment Manager Dependencies Assignment Manager Selection Criteria 16. the following table describes required dependencies. but duration is provided while creating a task. 16. see the module Territory Manager. Dependency Preferred Resource Information Territory Definition 16-14 Oracle CRM Application Foundation User Guide . Territories are defined in Territory Manager. then display the planned effort in Assignment Manager.5. see the Forms-based Calendar documentation.1 Assignment Manager Dependencies To make optimal use of Assignment Manager’s capability of assigning ownership and resource availability. If the planned effort is not provided. Task Duration Information Resource’s Availability Information Task duration is essential for checking the availability of the resource and for designating a resource as unavailable in the resources calendar after a task has been assigned. Availability of the resource is provided by the Forms-based Calendar component in which availability is defined. some requirements need to be met. ■ In summary. For more information.Assigning a Process ■ If both planned effort and duration efforts are provided while creating a task. To make these criteria effective. then display the duration effort in Assignment Manager.

The availability of the resource is considered after a preferred or qualified resource. Installed Base. is selected. Once the preferred engineers are identified in either application.1 Preferred Resources Preferred resources must first be set up in the following applications: ■ ■ Oracle Service Installed Base Oracle Contracts A customer’s preferred resources can be employees. A service representative can use the Assisted assignment option. you can retrieve recommended resources based on specific customer preferences. by selecting the Contracts check box in Assignment Manager.5. Assignment Manager displays this resource in the Gantt chart and stop the process. If no resource is found. based upon territories. Territories Resource Availability 16. and Territories check boxes are all selected in the Assignment Manager window. groups.Assigning a Process 16. Territories are used to retrieve all the qualified resources for the assignment from the winning territories. or team resources set up in Oracle Contracts or recommended from the Installed Base in Oracle Service. then Installed Base preferred resources Introduction to Oracle Assignment Manager 16-15 . to display both engineers in the Resource region. Mary Smith and Jane Doe are specified as preferred engineers in contract agreements with Company A.5. Examples: 1. when Contracts. The Service Representative sees John’s name in the Resource region if the Installed Base check box is checked. For a service request assignment.2 Assignment Manager Selection Criteria In addition to the requirements listed in Assignment Manager Dependencies. If a Contracts preferred resource is found. 2. Table 16–6 Criteria Preferred Resources Assigning Resource Availability Description The first criterion the Assignment Manager considers in the assignment process.2. the following table describes the criteria Assignment Manager uses to select a qualified resource for a document or task. the Assignment Manager engine checks Contracts preferred resources first. John Doe is specified as the Installed Base preferred engineer for Business World.

The support manager can assign either one to the service request based on their availability and customer needs. then Bob and Jack are listed in the Resource region in the Assignment Manager window. Default resource selection order is: 1. she uses territories to assist Assignment Manager in the selection. these end dated resources will not be displayed in the Assignment Manager when using Assisted and Unassisted assignment options. 3. 16. When setting up resources in a territory. If the West Coast Territory happens to be the winning territory. This assistance is done through the transaction qualifiers and qualified resources identified in a territory. See the section on Resource Manager for additional details. The qualified resources in the winning territories can then be assigned to a task or document. If a preferred resource is found. 16-16 Oracle CRM Application Foundation User Guide . When a support manager tries to assign an open service request to the proper resources located in the West Coast. if resources are end dated in Resource Manager.Assigning a Process will then be checked. then Assignment Manager checks Territories for qualified resources. then return the resource and stop the process. Contracts Installed Base Territories You can change the default resource selection order by using the profile option "Resource Search Order" if necessary. Example Bob Black and Jack Green are the qualified resources in the West Coast Territory.2 Territories Territories defined in Territory Manager are used to provide resources for a task or document. 2. Note: The Assignment Manager engine uses the "Activate Contracts Preferred Engineers" and "Activate Installed Base Preferred Engineers" profile options to determine whether or not the preferred engineers are chosen automatically. If not.5. Transaction qualifiers aid (filter) in a territory win over competitions between territories. See the section on Territory Manager for additional details.2.

the resource Web availability always indicates current time. However.6 Selecting Assignment Criteria Use the following table to help you decide which options to choose when setting up assignment criteria. Note: The resource availability discussed here has a specific time frame required by a task or document (task planned start and end date). Rhonda can update the start and end date if necessary and the time line for four hours work to Ralph accordingly. She can select territory as the criteria and also check resource availability in the Assignment Manager window for next week’s time frame.2.5.3 Resource Availability Assignment Manager uses the Forms-based Calender to check the availability of a resource. 16.Selecting Assignment Criteria 16. The following table describes the list of required criteria: Table 16–7 Preferred Resources Yes Assignment Criteria Territories No Resource Availability No Selection Results in: A search for the preferred resource. availability is not taken into account. When a task is assigned to a resource. Example Rhonda Abbott receives a call regarding a task that might take four hours (planned efforts) work and needs to be completed next week. If Ralph Karmer is available. Resource availability for a specific time frame is determined by task planned start and end date. Ralph is selected for this job based on his availability even though both are qualified. Introduction to Oracle Assignment Manager 16-17 . This is done in the Assisted window of Assignment Manager. the next important criteria to consider is the availability of that qualified resource. Resource availability information is provided by the Application Foundation Forms-based Calendar module in which the shift schedule is defined. that resource becomes unavailable for the period of time designated by the task. After a task or document has been assigned to a resource. this designated resource becomes unavailable and then will be reflected in the Assignment Manager window. After a preferred or qualified resource is identified. but Fred Bramer is fully booked until next month.

availability is taken into account. When no preferred resource is available. A search for a qualified resource in the territories selected and availability is taken into account. availability is taken into account.7 Process Flow for Oracle Assignment Manager The following table describes the order and process of using Assignment Manager. availability is not taken into account. Required Yes Performed By All Users 16-18 Oracle CRM Application Foundation User Guide . A search for the preferred resource or territory. A search for the preferred resource. A search for an available preferred resource or territories is not taken into account. No Yes No Yes No No No No No Yes Yes Yes Yes Yes Yes 16. availability is not taken into account. a search for a qualified resource in the selected territories is done. The search looks for all resources in the system taking availability into account. Table 16–8 Step Assisted Assignment Option Assignment Manager User Process Description The Assisted assignment option is used to assign a resource to a task or a document based on predefined criteria. a search for a qualified resource in the selected territories is done.Process Flow for Oracle Assignment Manager Table 16–7 Preferred Resources No Assignment Criteria Territories Yes Resource Availability No Selection Results in: A search for a qualified resource in the selected territories. availability is not taken into account. If no preferred resource is available.

8 What’s New In This Release The following new features have been added to Assignment Manager subsequent to the 11. They are: ■ ■ JTFAM: Usage for Groups and Teams JTFAM: Resource Search Order For more information on these profile options. For example.What’s New In This Release Table 16–8 Step Assignment Manager User Process Description The Unassisted assignment option is used to assign a resource to a document or task without taking predefined criteria into account. then only the group or team resources with Support usage also defined in the Resource Manager can then be retrieved and displayed in the Assignment Manager for a service request assignment.5.7. then the matched groups or teams will be displayed in the Assignment Manager. (Optional) The Window to Promise assignment option is used to assign a resource to a specific time slot to fulfill a task created within a service request. (Optional) The Intelligent assignment option is used to assign the resource. Assignment Manager Has New Profile Options There are several new profile options for use in this release of Assignment Manager. Use a Profile Option to Control Team and Group Resource Selection Assignment Manager uses the value set in the JTFAM: Usage for Groups and Teams profile option to control the selection criteria for group or team resources in a service request assignment. if there is no Support usage specified for any groups or Introduction to Oracle Assignment Manager 16-19 . to a service request. Appendix A: Profile Options.4 release. If the usage value defined in the profile option matches the usage identified in the Resource Manager. see Oracle CRM Application Foundation Implementation Guide. with the lower cost and travel information. However. Required Yes Performed By All Users Unassisted Assignment Option Intelligent Assignment Option Window to Promise Assignment Option No All Users No All Users 16. if Support usage is selected for the profile option.

are also assigned to Territory B. then no group or team resource will be retrieved for this assignment. then Installed Base preferred resources will be checked. Group A should be displayed in the Gantt chart if Group A happens to be the winning territory. then Assignment Manager passes the selected group ID which is the ID of Group A as a parameter to retrieve each qualifying resource and filters out those resources who do not belong to the selected group. Linda Jones and another resource. then only Linda Jones who belongs to the Group A can be displayed in the Gantt chart. and Territories check boxes are selected in the Assignment Manager window. Additionally. 2. then Assignment Manager checks Territories for qualified resources. after selecting a group type and clicking Assign Group to launch Assignment Manager. Default resource selection order is: 1. Contracts Installed Base Territories You can change the default resource selection order by using the profile option JTFAM: Resource Search Order if necessary. For example. If a preferred resource is found.What’s New In This Release teams in the Resource Manager. when Contracts. Individual Resources Can Be Displayed for a Service Request Group Resource Assignment This feature enables Assignment Manager to return qualifying individual resources who belong to a selected resource group in a service request assignment with territory assisted option. Linda Jones belongs to Group A which is assigned to Territory A. if Assign Owner is then selected. the Assignment Manager engine checks Contracts preferred resources first. If not. then return the resource and stop the process. For a service request assignment with territory assisted option. Installed Base. If Territory A and Territory B happen to the winning territories. Resource Selection Order Is Prioritized for a Service Request Assignment For a service request assignment. 3. Marsha Abbott. If a Contracts preferred resource is found. Assignment Manager displays this resource in the Gantt chart and stops the process. If no resource is found. 16-20 Oracle CRM Application Foundation User Guide .

The Assignment Manager is a tool that helps you assign resources to a task or a document. The Intelligent assignment option is used to assign the resource with the lowest cost to a task created within a service request. Table 16–9 Term Assignee AM module Assisted Assignment Option Unassisted Assignment Option Intelligent Assignment Option Window to Promise Assignment Option Dispatch Center Assignment Manager Terms and Definitions Description An assignee is the designated person who commits to fulfill a specific task or an assignment. It was originally called the Control Tower. Resource web availability is defined as a resource who has the immediate ability to work on a service request that is created online. The Unassisted assignment option is used to assign a resource to a document or task of your choice without taking predefined criteria into account. The Dispatch Center is a window in Field Service where you can view resource availability or assign resources to a task. The Gantt chart provides a graphical overview of the scheduled tasks for resources. The Assisted assignment option is used to assign a resource to a task or a document based on predefined criteria. An owner is a person (resource) who oversees a task or a document. The Window to Promise assignment option is used to assign a resource to a specific time slot to fulfill a task created within a service request. Gantt Chart Owner Resource Web Availability Introduction to Oracle Assignment Manager 16-21 .9 Terms and Definitions The following table describes the Assignment Manager terms and definitions.Terms and Definitions 16.

Terms and Definitions 16-22 Oracle CRM Application Foundation User Guide .

Then click the Assignment Manager icon in the Resources tab.1 Accessing the Oracle Assignment Manager Interface The Assignment Manager module is embedded within CRM Application Foundation or other CRM products. such as Customer Support and Field Service. It is not used as a stand-alone module and is only accessible through other CRM applications. explanations of key concepts. features. This chapter covers the following topics: ■ ■ Accessing the Oracle Assignment Manager Interface Summary of Oracle Assignment Manager Tasks 17. the task’s start and end date information will not automatically populate in the Document Details region. such as Task and Escalation Managers.17 Overview of Using Oracle Assignment Manager This topic group provides overviews of the application and its components. If accessing from Task Manager. Otherwise. first click More to bring up the Task Details window. Overview of Using Oracle Assignment Manager 17-1 . For example. as well as the application's relationships to other Oracle or third-party applications. and functions. you can access Assignment Manager through a stand-alone task in the Forms-based Task Manager or through a task associated with a service request in Teleservice and Field Service applications. and Foundation modules. Note: Save your task first before launching the Assignment Manager.

Viewing Resource Information in Assignment Manager 17-2 Oracle CRM Application Foundation User Guide .Summary of Oracle Assignment Manager Tasks 17. Assigning Options Chapter 20.2 Summary of Oracle Assignment Manager Tasks Use Oracle Assignment Manager to perform the following types of tasks: ■ ■ Chapter 19.

18. Assigning Options 18-1 . Assignment Manager does not return any end dated resources.18 Assigning Options This topic group provides process-oriented. Note: In the Unassisted and Assisted assignment options. Prerequisites ■ Oracle Contracts must be installed only if using Contracts preferred resources.2 Assisted Assignment Option Perform the following steps to use the Assisted option to assign a resource based upon the selection criteria. Move your cursor over a task to view details.1 Overview Choose one of the following assigning options for assigning tasks: ■ ■ ■ ■ Assisted Assignment Option Unassisted Assignment Option Intelligent Assignment Option Window To Promise Assignment Option 18. task-based procedures for using the application to perform essential business tasks. The Gantt chart displays those tasks that have already been assigned in blue and plan options in green. All resources populated in the Gantt chart are active resources.

5. Navigation Navigate to the Assignment Manager window. The selection appears in the Resources. The Gantt chart for the qualified resource appears.Assisted Assignment Option ■ Oracle Installed Base must be installed only if using Installed Base preferred resources. Resource Type. 4. If the Gantt chart is empty. Start Time. 6. ■ Responsibility Since Assignment Manager is not a stand-alone module. Select appropriate selection criteria for your search. Territory Manager must be installed and set up correctly if using territory assisted option. Double-click on the resource who you want to use for this assignment. Click Search. If the selected resource has support site identified in Resource Manager. Click OK to commit the assignment or click Cancel to leave Assignment Manager without saving your changes. 2. 7. See Also ■ ■ ■ ■ Ownership and Resources Unassisted Assignment Option Intelligent Assignment Option Window To Promise Assignment Option 18-2 Oracle CRM Application Foundation User Guide . Edit the preferred Start Time and End Time if needed. Select the Assisted option from the Selection Criteria. the support site information also displays in the Support Site Name field. and End Time fields automatically. 3. the responsibility will vary depending on the calling application or module. Steps 1. then adjust the selection criteria and click Search again.

The Gantt chart displays tasks previously assigned in blue. All resources populated in the Gantt chart are active resources. Select the Unassisted option from the Selection Criteria. the responsibility will vary depending on the calling application or module. The selection appears in the Resources. Steps 1. 2.3 Unassisted Assignment Option Perform the following steps to use the Unassisted option to assign a resource of your choice to a task. Navigation Navigate to the Assignment Manager window. without using the criteria set and the features of Oracle Scheduler. Assignment Manager does not return any end dated resources. Double-click on the preferred resource. Click Search. Start Time. 3. The Gantt chart for the resource or resources found appears.Unassisted Assignment Option ■ ■ ■ ■ Viewing and Assigning Resources in the Gantt Chart Viewing Resource Web Availability in the Gantt Chart Viewing Support Site Name Information in the Gantt Chart Viewing a Resource’s Product Skills Rating 18. Prerequisites None Responsibility Since Assignment Manager is not a stand-alone module. Move your cursor over a task to view details. Assigning Options 18-3 . Resource Type. Make an entry in the Resource Partial Name or Resource Type field. 4. and End Time fields automatically. Note: In the Unassisted and Assisted assignment options.

4 Intelligent Assignment Option This functionality has been disabled as a menu choice in assigning resources from an escalation document and a Service Request.Intelligent Assignment Option If the selected resource has support site identified in Resource Manager.5 Assigning with the Window To Promise This functionality has been disabled as a menu choice in assigning resources from an escalation document and a Service Request. 18-4 Oracle CRM Application Foundation User Guide . the support site information also displays in the Support Site Name field. 6. Click OK to save the assignment or click Cancel to leave Assignment Manager without saving your changes. It is used only in the Field Service Dispatch Center. It is used only in the Field Service Dispatch Center. Refer to Oracle Field Service documentation for detailed information on how to use this option. See Also ■ ■ ■ ■ ■ Viewing and Assigning Resources in the Gantt Chart Ownership and Resources Assisted Assignment Option Intelligent Assignment Option Window To Promise Assignment Option 18. Refer to Oracle Field Service documentation for detailed information on how to use this option. 5. Edit the preferred Start Time and End Time if needed. 18.

1 Overview Use the following topics to view resource information in Assignment Manager: ■ ■ ■ ■ Viewing and Assigning Resources in the Gantt Chart Viewing Resource Web Availability in the Gantt Chart Viewing Support Site Name Information in the Gantt Chart Viewing a Resource’s Product Skills Rating 19. task-based procedures for using the application to perform essential business tasks. 19.19 Viewing Resource Information in Assignment Manager This topic group provides process-oriented.2 Viewing and Assigning Resources in the Gantt Chart The Gantt chart provides a quick graphical overview of the scheduled tasks based on a specific period of time. Login Log in to Oracle Forms. Prerequisites The Thin Client Framework (TCF) server must be configured correctly and running in order for the Gantt chart to work properly if using the Intelligent and Window to Promise assignment options. Viewing Resource Information in Assignment Manager 19-1 .

4.Viewing and Assigning Resources in the Gantt Chart Responsibility Since Assignment Manager is not a stand-alone module. or Intelligent mode in the Selection Criteria section and click Search. the responsibility depends on the calling application or module. When you are finished. 2. View the following information for a specific resource. The selected resource name. 5. 19-2 Oracle CRM Application Foundation User Guide . You can drag the scroll bar to move across the Gantt if the shift or current time line is not synchronized properly. If the selected resource has shift schedule defined in the Forms-based Calendar. ■ ■ ■ ■ ■ Shift schedules (yellow background) First available time (green bar) Assigned tasks (blue bar) Escalated tasks (red bar) Travel time (first segment of an assigned task in white) 3. 6. Shifts are defined in the Application Foundation Forms-based Calendar. Guidelines The start and end time information is based on the resource first availability for a specific task time frame. then the start and end time is based on the assigned shift time. Select either Assisted. and the date. before clicking OK to save the assignment. Double-click on the resource that you are going to assign to a task or a document. Navigation Navigate to the Assignment Manager window. Steps 1. Unassisted. resource type. The Gantt chart populates with a list of resources in the Resource Name field. either close the form or exit the application. and the assigned shift is within the task time frame. start and end time information populates automatically. You can manually change the start and end time.

not that for a specific time frame. to automatically assign resources (such as support agents) who are currently web available to work on the request immediately with customers. you can manually reassign the resources for the Web-generated service request if necessary. Prerequisites Territory Manager must be installed and set up correctly. you need to access the Forms-based service request window and then query up the service request that was originally generated through the Web and then manually reassign the resources by first removing the original owner and then click Assign Request. The available time indicates the current time. it is easier for an agent to know which resources are currently web available and are ready to accept the service request immediately. If this resource is not web available. Resources who are web available or unavailable should be identified by selecting Tools > Web Availability from the application menu in the Create Service Requests window or the Search Service Requests window. the selected resources still need to check their work assignment information through the Universal Work Queue (UWQ). then no symbol appears before the resource name. such as a service request created through the iSupport application. The purpose of seeing whether or not a resource is web available is to allow a manager to view and immediately reassign a service request online to another agent who is currently web available to accept this task online. Therefore. After the system automatically assign an owner to a Web-generated service request. Resource web availability is another resource selection criteria added to Assignment Manager to help an agent to select the appropriate resources for service request assignments.3 Viewing Resource Web Availability in the Gantt Chart This feature is used for web-generated service requests.Viewing Resource Web Availability in the Gantt Chart 19. After assigning resources through Assignment Manager. This launches the Assignment Manager window. This automated resource selection process is done through backend processes (Service Request’s and Assignment Manager’s internal APIs) to select the appropriate resources who are currently Web available automatically. To do so. Viewing Resource Information in Assignment Manager 19-3 . Note: The resource web availability works with Territory Assisted assignment option only.

The manual assignment process through the Forms-based service request window to launch the Assignment Manager is used only when there is a need for resource reassignment. When you are finished. the support site name that the selected resource belongs to appears automatically in the Support Site Name field at 19-4 Oracle CRM Application Foundation User Guide . Steps 1. either close the form or exit the application. 5. resource type. Responsibility Responsibilities used in Oracle Service and Support applications Navigation Navigate to the Assignment Manager window. In the Selection Criteria section. Double-click on the resource who you are going to assign to a task created within a service request. there are three asterisks "***" to the left of the resource name. The Gantt chart populates with a list of resources and their schedule. 4. Guidelines The resource web availability feature is used in the Oracle Support applications for a service request assignment with Territory Assisted assignment option only. or a service request.Viewing Support Site Name Information Login Log in to Oracle Forms. before clicking OK to save the assignment. If a resource is web available. 2. The selected resource name. 3. You can manually change the start and end time. choose the Territory Assisted assignment option and click Search. 19.4 Viewing Support Site Name Information When a resource is selected in Assignment Manager. start and end time information populates automatically. and the date.

Login Log in to Oracle Forms. Responsibility Since Assignment Manager is not a stand-alone module. 3. 2. either close the form or exit the application. When you are finished. Viewing Resource Information in Assignment Manager 19-5 . Besides seeing a resource’s availability or geographical location. a manager can also see who is the best qualified or certified for a given task.Viewing a Resource’s Product Skills Rating the bottom of the window. Responsibilities used in Oracle Service application Navigation Navigate to the Assignment Manager window. Prerequisites A resource’s support site information should be identified first in Resource Manager. Steps 1. Find your resource and click on the resource name. The Gantt chart populates with a list of resources and their schedule. it is useful to know if the resource is a specialist in a particular area.5 Viewing a Resource’s Product Skills Rating When assigning a resource to a service request. Support site information is defined in the Service Tab of the Forms-based Resource Manager and in the Employees Detail window in HTML Resource Manager. choose one of the assignment options and click Search. the responsibility will vary depending on the calling application or module. If the Support Site Name has been defined in Resource Manager. 19. In the Selection Criteria section. you will see this information at the bottom of the Gantt chart. This information is useful to determine how close a resource is geographically to the client.

Resources who are assigned to qualified territories (so-called winning territories) display in the Gantt chart with product skill rating information. 2. Responsibility Responsibilities used in Oracle Service application Navigation Navigate to the Assignment Manager window. In the Selection Criteria section. This functionality is primarily used by Teleservice for a service request assignment with Territory Assisted assignment option only. Assignment Manager searches for the qualified territories against a specific product name specified in that service request. The level associated with that employee appear to the right of the name. choose Territory Assisted option and click Search. resource type. The Gantt chart populates with a list of resources and their skill rating information. Click OK to save the assignment. When a service request is created. Find your resource and click on the resource name.Viewing a Resource’s Product Skills Rating An employee or his manager can use the HTML-based Resource Manager module to view the skill set and the level of expertise that he possesses. start and end time information populates automatically. The best resource can then be selected for the service request assignment. 3. Steps 1. Login Log in to Oracle Forms. Perform the following steps to view a resources product skills rating. The selected resource name. 19-6 Oracle CRM Application Foundation User Guide . Employees can rate their skill levels against specific products which are defined in Oracle Inventory. Resources have their skill rating information defined in the HTML Resource Manager module. Prerequisites Territory Manager must be installed and set up correctly.

Viewing a Resource’s Product Skills Rating Viewing Resource Information in Assignment Manager 19-7 .

Viewing a Resource’s Product Skills Rating 19-8 Oracle CRM Application Foundation User Guide .

Part V Task Manager This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ ■ ■ ■ Introduction to Oracle Task Manager Overview of Using the HTML Task Manager Viewing Task Information Managing Tasks Managing Task Preferences Managing Task Contacts Working with Forms-based Tasks Scheduling and Tracking Forms-based Tasks .

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manage. It provides an effective mechanism for organizations to respond to customer needs in a timely manner.1 Overview of Oracle Task Manager All Oracle CRM products use Task Manager to manage tasks. Typically. which is the lowest unit of work. It can be called from other Oracle modules to provide integrated solutions or it can be run as a stand-alone product. organizations. assign. the task can generate a series of notifications for other users or managers. You can define an escalation process for tasks not performed in a Introduction to Oracle Task Manager 20-1 . Use Task Manager to create. you access Task Manager directly to create personal tasks or view tasks assigned to you. sort. If you refuse or reassign a task.20 Introduction to Oracle Task Manager This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ Overview of Oracle Task Manager Forms-based Task Manager User Interface Oracle Task Manager Integrations Integration with Notes and Calendar Process Flow for Oracle Task Manager What’s New in This Release Terms and Definitions 20. update tasks. Using Task Manager. you can create new tasks. and prioritize a task. and create a new task. Oracle Telesales uses Task Manager to assign tasks pertaining to individual consumers. and organizational contacts. For example. or assign tasks. finish the task. You can accept an assigned task.

1.Overview of Oracle Task Manager specified amount of time. 20. It can be assigned to one or more resources. Define the task as repeating so the customer is called every month. The following table describes Task Manager Roles. Tasks are managed by the Task Manager and are often scheduled events with defined dates of completion. recurrences. You must assign a task to a resource or an object.” A task includes information relating to actions such as resources. appointments. Continuing from the previous example. “Please call back customer by 9:00 am. references. and events.1 What is a Task? A task is defined as the lowest unit of work. he can: ■ ■ ■ Assign a specific resource to perform the task. once the support manager creates the task to call back the customer. contacts.1. The following topics provide additional information on the Task Manager: ■ ■ ■ What is a Task? Task Manager Roles Task Manager Rules 20. For example. dates. Reference source documentation such as a service request.2 Task Manager Roles Task Manager roles provide security for a task by ensuring only those directly involved with the task can view it. a support manager of a company can create a task for an employee resource stating. 20-2 Oracle CRM Application Foundation User Guide .

When the task is reassigned. the owner can no longer view it unless they are also an assignee. ■ ■ Introduction to Oracle Task Manager 20-3 . The assignee can reassign the task to other resource types. If resource A grants read. Only the owner or assignee can delete a private task they created. then. write. A Resource can search for a task: – That they are granted read. update.3 Task Manager Rules Task Manager has several rules it follows for security purposes: ■ ■ An owners and an assignee has full access to view. or full access to. the privileges for tasks are granted to resource B. and delete a task. or full access to resource B.Overview of Oracle Task Manager Table 20–1 Roles Owner Rights of Roles Description The person who is in charge of the task. with the exception of private tasks. Escalation owner Contact information Reassign your tasks Soft delete your tasks ■ ■ Assignee The person who is actually working on the task. Rights The owner can reassign the task to another resource. As an assignee you can: ■ ■ View your tasks Update all fields in the task except the following auto populated fields: Escalation level.1. Escalation owner Contact information Soft delete your tasks ■ 20. As an owner you can: ■ ■ View your tasks Update all fields in the task except the following auto populated fields: Escalation level. write.

if they are on a team for that object. ■ A Resource can delete a task only if: – – – They are a group or team member They are the owner or assignee. They have been granted full access to the task by some other resource. They are the owner or assignee. Table 20–2 Event Task Creation Task Deletion Reassign Owner Reassign Assignee Status Update of Owner Priority Update Type Update Task Notification Notify Owner and all assignees Owner and all assignees Old and new owner Owner. Note: For integration purposes. That they have a role of owner or assignee. Oracle Marketing Online (OMO) gives users the ability to access certain marketing objects. security can be modified depending on the Oracle application integrated with Task Manager. They have been granted full access to the task by some other resource. This being the case. the user is able to view and update all tasks created for that object whether or not they are the owner or assignee or have been granted explicit access.Overview of Oracle Task Manager – – ■ That is assigned or owned by their group or team. For example. They are a group or team member. the old and new assignee Owner and all assignees Owner and all assignees Owner and all assignees 20-4 Oracle CRM Application Foundation User Guide . A Resource can view and update the task only if: – – – – They are the owner or the assignee of the task. The following table describes how task notifications are handled in Task Manager.

once you’ve created a task and clicked the More button: ■ ■ ■ ■ ■ ■ ■ ■ Task Resources Task Dependencies Task References Tasks Dates Task Contacts Task Recurrences Other Task Information Task Audits Task Resources Use the Resources tab to assign personnel information to a task. or Actual Start and End Dates Update 20. a group. Introduction to Oracle Task Manager 20-5 . and scheduling information. Task References Use the References tab to link tasks to different documents or pertinent background information. Task Dependencies Use the Dependencies tab to determine the order of tasks. When an action requires the creation of several tasks. This window defines resource requirements. you can set a dependency for each task. assignments. This functionality is currently not supported. a resource can be an employee. Scheduled.2 Forms-based Task Manager User Interface The following tabs are available in Task Manager. For example. or a party.Forms-based Task Manager User Interface Table 20–2 Event Task Notification Notify Old and new owner Owner and new assignee Owner and assignee Owner and all assignees Status Update of Owner Add Assignee Delete Assignee Planned.

monthly. In order to enter this information. Task Contacts Use the Contacts tab to create and manage multiple customer contacts assigned to a task. or yearly occurrences. or task completion. you must identify a customer in the main task window. For example. you must either specify a start date and the number of times you want the task to repeat or the end date. These fields are used by the Oracle Marketing applications. Examples include task creation. Table 20–3 Flag Billable Holiday Multibook Milestone Restrict Close Task Flag Descriptions Description The Billable flag signifies a task as a service that requires billing. 20-6 Oracle CRM Application Foundation User Guide . the task would have to be closed to close the service request. The Currency and Cost fields identify the currency of a task and if there is a cost associated with it. Use this tab to track task progress by entering date information after each task milestones.Forms-based Task Manager User Interface Task Recurrences Use the Recurrences tab to schedule tasks to automatically repeat. The Multibook flag indicates whether or not the task can book resources that are already assigned to other tasks. scheduled. resource reservation. Task Dates Use the Dates tab to identify more dates in addition to the planned. To schedule a recurring task. Other Task Information Use the Others tab to identify additional task information. weekly. and actual dates types. The Restrict Close flag indicates whether or not it is necessary to close the task in order for the source object to be closed. Contact information is obtained from customer information. Examples of intervals include daily. The following table describes flags in the Others tab. You can customize tasks by setting task flags. if this task references a service request. The Holiday flag indicates whether or not the task can be performed on a holiday. The Milestone Flag indicates whether or not the task is a milestone.

Assignment Manager can use the Territory Assisted assignment option to locate the right resource assigned to a specific territory. computer repair. or team. Assignment Manager to assist in locating a qualified resource (task owner and assignee) for a task. tasks. For example. When creating tasks from a task template. ■ ■ ■ ■ Introduction to Oracle Task Manager 20-7 . escalations.3 Oracle Task Manager Integrations Task Manager uses the following to provide functionality: ■ Oracle Trading Community Architecture (TCA) to locate the customer contact information when creating a task in relation to a customer. about a new or updated task. create dependencies. you can specify resource requirements. such as service requests. a service director. John Smith. Oracle Workflow to send a workflow notification to an owner. Each update to a task results in an entry to the task audit record. Accomplishing this assignment usually involves three required tasks including customer appointment. Once a template is defined. group. Task Template Groups Use task template groups to pre-define multiple commonly used tasks for different activities (document type). 20. The task audit record documents the date and history of the task change. you can select the appropriate template group to generate tasks simultaneously. and sales opportunities. priority. Each record provides a trail from the original task creation to the current task status. and schedule repeating tasks. requests the creation of a task template group used specifically for a service request called PC Repair which covers all these three tasks defined in a template format with task information specified. and progress update. A service department constantly receives requests to fix computer problems. Task Templates Use task templates to make task creation simple and quick. assignee. Resource Manager to locate resources (task owner and assignee) for a task.Oracle Task Manager Integrations Task Audits Use the Audits tab to view changes made to your tasks. Each row documents the status of each task change every time the task is saved. and status. The Notes Module to create a note for a task. such as the task type.

The HTML and Forms-based Calendars both use Task Manager to display tasks and appointments on different calendar views. defect. ■ ■ ■ ■ ■ ■ ■ 20. Service applications use Task Manager to create tasks associated with service requests. Escalation Manager also uses Oracle Workflow to send workflow notifications to appropriate resources when escalating a task. Marketing uses Task Manager to create tasks associated with marketing campaigns. Task Manager is widely used by various Oracle modules across CRM. Use the Notes module to provide additional information for a task. such as daily.Notes and Calendar Integration ■ Escalation Manager to escalate a task. which is integrated with the HTML Task Manager. or service request. and access the details for that specific object. You can click the hyperlink for a task or appointment.4 Notes and Calendar Integration Use Task Manager to effectively manage your daily tasks. Sales applications use Task Manager to create tasks associated with opportunities and leads. weekly. The key fuctionality of the HTML Calendar. Assignment Manager uses the Forms-based Task Manager to determine task duration. Contract applications use Task Manager to create tasks associated with contracts. includes: ■ ■ Viewing Your Calendar Managing Your Appointments The HTML Task Manager is also integrated with the HTML Notes module. ■ Escalation Manager uses Task Manager to create tasks associated with an escalation document. Universal Work Queue (UWQ) uses the Task Manager to display tasks. and monthly views. The key fuctionality of the Notes module includes: ■ Searching for a Note 20-8 Oracle CRM Application Foundation User Guide .

and Add Attachments Work with Notes Work with Calendar Mass Creating Tasks Task Manager Process Description View your tasks. Table 20–4 Steps View Your Tasks View Task Details Create Saved Searches for Task Create Tasks Relate Tasks to Business Objects Assign Tasks Define Task Efforts Create Repeating Tasks Manage Task Contacts View. (Optional) Add more details to your task using the Notes module. (Optional) Manage and import task contacts. (Optional) View the details of a previously created task. Create a task. Create. (Optional) Relate a task to a business object. such as a marketing campaign.Process Flow for Oracle Task Manager ■ ■ ■ ■ Creating a Note Attaching a Document to a Note Viewing all Notes Viewing Note Details 20. create. (Optional) View. and tasks using the HTML calendar. appointments. (Optional) Manage your task efforts. (Optional) Create a personalized saved searches that you can use to search for specific tasks. Introduction to Oracle Task Manager 20-9 . and add an attachment to a task.5 Process Flow for Oracle Task Manager The following table describes the order and process of using the HTML Task Manager. (Optional) Create a separate task for each of the selected resources in a group or team. (Optional) Manage your daily activities. (Optional) Create a repeating task. Assign a task to a resource.

Tasks can be reassigned to the resource of any categories that are defined in Resource Manager. several descriptive flexfields are now added in the HTML Task Manager.Business Meeting once you save the task. and task summary pages if the attribute values for these flexfields are defined and segments are rendered properly. Therefore. task details. Task Manager Uses Descriptive Flexfields to Track Additional Information In order to track additional information.7. task search. the task name (such as Business Meeting) is displayed as a part of the title shown in the Tasks window and Task Details window. If it is an owner reassignment. A New Search Criterion Appears in the Task Search Window A new search criterion. workflow notifications will be sent to the old assignee. such as the change of the resource’s role. These flexfields may appear in the task creation. new assignee.5. After you reassign a task. Task Name Appears as a Part of the Window Title After saving a newly created task in the Forms-based Task Manager.What’s New in This Release 20. is now added in the Forms-based Find Tasks window. and the task owner.6 What’s New in This Release This release of CRM Application Foundation has the following new features in Task Manager subsequent to the 11. the Show Only Open Tasks check box. the window name becomes Tasks Business Meeting or Task Details . This allows users to view only the tasks with a status of "Open" if the check box is selected. Task Manager Has One New Profile Option There is one new profile options used in Task Manager: ■ Task Manager: Mass Task Reassign Access 20-10 Oracle CRM Application Foundation User Guide . the notifications will be sent to the old owner and new owner. important and unique to the customer for your task.4 release: Tasks Can Be Reassigned This feature allows a user with an appropriate responsibility to mass reassign tasks for a user to another user or group when the original resource was end dated (became inactive) or because of other business reasons.

An assignee can accept. You may not edit or delete any information. Creator Full Access HTML Calendar Notes OSO OMO Owner Party Read-only Reference Repeating Task Introduction to Oracle Task Manager 20-11 . 20. The creator is the originator of the task and defaults to the owner. A repeating task automatically reoccurs in a specified time increment such as daily. Notes provide additional text locations where you can specify more detail. This access type does not include the capability of granting access to others. For example. edit. appointments. Full Access is the ability to view. Read-only access is the ability to view a task without making modifications to it. An owner is the person responsible for the task. see Oracle CRM Application Foundation Implementation Guide.7 Terms and Definitions The following table describe terms associated with Task Manager. weekly. monthly. notes. This is an acronym for Oracle Marketing Online. a task can be related to a service request. A note can be added to a task. Use the HTML Calendar to effectively manage your daily activities. A reference occurs when one task relates to another document. Appendix A: Profile Options. if needed. A contact contains information about a person and how to locate them such as their phone number and email address. They are not necessary the person who performs the task. or reassign the task. or yearly.Terms and Definitions For more information on these profile options. and tasks. in regards to the task. Table 20–5 Term Assignee Contact Terms and Definitions Description An assignee is the person assigned to a task. This is an acronym for Oracle Sales Online. A party is an entity that can enter into a business relationship. refuse. and delete a task.

Sales. A task type defines the nature of the task such as a callback or a meeting. places and things. Tasks are assignments that detail the actions required of resources or other objects. or Task Manager. which helps organize your tasks. for example.Terms and Definitions Table 20–5 Term Resource Terms and Definitions Description A resource is the basic element of the Resource Manager and is defined as people. Source Object Tasks Task Type 20-12 Oracle CRM Application Foundation User Guide . A task is the lowest unit of work. The source object defines the origin of the task. Service.

21 Overview of Using the HTML Task Manager This chapter covers the following topics: ■ ■ Accessing the Oracle Task Manager Interface Summary of Oracle Task Manager Tasks 21. It can be run as a stand-alone module where you access tasks directly to create personal tasks or it can be called from other modules to provide integrated solutions. Perform the following steps to log in to Task Manager.1 Accessing the Oracle Task Manager Interface There are several ways to access Task Manager. Responsibility End user Overview of Using the HTML Task Manager 21-1 . Prerequisites You must be an employee resource to use calendar. You can also access Task Manager through the HTML Calendar module from a link on the main navigation bar. The following CRM modules use the Task Manager to create and manage tasks: ■ ■ ■ Oracle Marketing Online (HTML) Oracle Sales Online (HTML) Oracle Service (Forms and HTML) Each CRM module has an individual login.

Working with Forms-based Tasks Chapter 27.Summary of Oracle Task Manager Tasks Navigation Navigate to a CRM module integrated with Task Manager. Enter your password and click Go. 21. Managing Task Preferences Chapter 25. Click Tasks. 2. Managing Tasks Chapter 24. Scheduling and Tracking Forms-based Tasks 21-2 Oracle CRM Application Foundation User Guide . Viewing Task Information Chapter 23. Managing Task Contacts Chapter 26. 3. The Task Summary window opens with a list of your current tasks.2 Summary of Oracle Task Manager Tasks Use Oracle Task Manager to perform the following types of tasks: ■ ■ ■ ■ ■ ■ Chapter 22. Steps 1. Enter your user ID.

1 Viewing the Task Summary Use the Task Summary to: ■ ■ ■ ■ ■ ■ ■ View a list of your tasks Update tasks Create a new task Create a quick task Remove a task Select to display another saved search Display task details The information in the Task Summary is the result of your default search query. Perform the following steps to view the Task Summary window. you must search for that task separately.22 Viewing Task Information This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Viewing the Task Summary Using the Quick Find Search Customizing Your Task Summary Display Options Selecting Sort Options Personalizing Your Saved Searches Viewing Task Details 22. If the task is assigned to a group or team. Viewing Task Information 22-1 .

Responsibility CRM Application Foundation User Navigation Navigate to the Task Summary window by clicking Tasks on the main navigation bar. 3. the task name appears automatically. If you are not the owner or assignee. Click any hyperlink or click the Task Details icon to view the details of the record. If you are not the owner or the assignee of the task.Viewing the Task Summary Note: ■ Use the First. or have been granted access to a task in order to view it. except for flexfields. the task will appear in read-only format. Next. 4. and Last links to view all of your existing tasks. Click Create Task to create a task or click Create Quick Task to create a simple task. Steps 1. If you remove both of these columns. 2. assignee. In the Task Summary window. 22-2 Oracle CRM Application Foundation User Guide . You must be the owner or assignee of a task to have full access to it. Click the CSV icon to save your list of tasks in Microsoft Excel. 5. Previous. select it from the Saved Searches drop-down list and click Search. It is mandatory to display either the task name or the task number fields. to view a previously saved search. Click on any table heading. the task details window appears in read-only format. to sort the corresponding column. ■ ■ Prerequisites You must be the owner.

tasks. Enter a keyword or letter (at least three characters) for the search and click Go. Using the Quick Find drop-down list.2 Using the Quick Find Search Use the Quick Find search to find your appointments. select search criteria: ■ ■ ■ ■ ■ Appointments Task Notes Employees Groups 2. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to any Task Manager window. notes. Appendix C. and to be able to search by task name in the quick find. Please see the Oracle CRM Application Foundation Implementation Guide. Perform the following steps to execute a search. Steps 1. Click any item to display the details. Viewing Task Information 22-3 . 3. Note: You must run the Rebuilding Intermedia Index for Task Names concurrent program periodically to see new and updated tasks. and groups. employees.Using the Quick Find Search See Also Customizing your Task Summary Display Options 22. for more information on concurrent programs. The Search Results window opens.

hold down the [Ctrl] key and select each column with your mouse. This is the username of the person who created the task. click > to move them to the displayed column or click >> to move all the undisplayed columns over to the displayed column. Use the drop-down list to select the Saved Search you want to modify. Column Name Actual End Date Actual Start Date Category Created By 22-4 Oracle CRM Application Foundation User Guide . Responsibility CRM Application Foundation User Navigation Navigate to the Task Search window by clicking Personalize in the Task Summary. 3. Scroll down to the Display Options region. Table 22–1 Task Search Display Options Region Description Description This is the actual end date of the task. To select multiple columns. Steps 1. select which columns you want to appear in the Task Summary window. Prerequisites A task must already exist. 2.Customizing Your Task Summary Display Options 22. From the Available column. When you are finished selecting the columns you want. Perform the following steps to view the details of a specific task. This is the actual start date of the task.3 Customizing Your Task Summary Display Options Use the Task Search window to define display options for the Task Summary window. Guidelines The following table describes columns available in the Display Options region of the Task Search window. 4. This is the task category.

This is the time zone where the task occurs. This field is mandatory if the task number column is not shown. This column can be customized for your specific business needs. This is the planned end date of the task. This column can be customized for your specific business needs. This indicates whether or not the task is recurring. This is the planned start date of the task. This is the source name. This is the name of the parent task. This is the name of the owner of the task. This is the username of the person who last updated the task. This is the scheduled end date of the task.Customizing Your Task Summary Display Options Table 22–1 Task Search Display Options Region Description Description This is the date the task was created. This indicates whether or not the task is private. This is the task type. This is the source of the task. This field is mandatory if task name is not shown. This column can be customized for your specific business needs. This is the task priority. This is the description of the task. This is the task number. Column Name Creation Date Description Flexfield 1 (Market) Flexfield 2 (Segment) Flexfield 3 Last Updated By Last Updated Date Owner Parent Task Planned End Date Planned Start Date Priority Private Recurring Scheduled End Date Scheduled Start Date Source Source Name Status Task Name Task Number Time Zone Type Viewing Task Information 22-5 . This is the scheduled start date of the task. This is the task name. This is the date the task was last updated. This is the status of the task.

Use the corresponding drop-down list to select whether or not you want the list to sort in descending or ascending order.Selecting Sort Options 22.4 Selecting Sort Options Use the Task Search window to define how you want the rows of tasks to sort in the Task Summary window. Use the drop-down list to select the next type of sort (Then by). Responsibility CRM Application Foundation User Navigation Navigate to the Task Search window by clicking Personalize in the Task Summary. Prerequisites A task must already exist. 22-6 Oracle CRM Application Foundation User Guide . Use the drop-down list in the Sort Order region to select how you want your rows of tasks to sort. Use the corresponding drop-down list to select whether or not you want the list to sort in descending or ascending order. Perform the following steps to view the details of a specific task. Sort options include: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Number Source Status Task Type Category Parent Task Name Description Priority Owner 2. 4. 3. Steps 1.

Use the drop-down list to select the next type of sort (Then by). Select only the columns you want to display in the Task Summary window.5 Personalizing Your Saved Searches Use the Task Search window to create a personalized saved search. Enter the number of rows that you want to display in the Task Summary window. Note: Before entering information for a new saved search. Sort records in ascending or descending order. 6. you must click Clear in the Task Search window.Personalizing Your Saved Searches 5. Specify how many rows of task records you want to display in the Task Summary window. You can personalize your search results in four ways: ■ ■ ■ ■ Create search criteria and save it as a personalized search. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Task Search window by clicking Personalize in the Task Summary. 8. the information that appears in each field reflects the default Saved Search that appears in the drop-down list. Use the corresponding drop-down list to select whether or not you want the list to sort in descending or ascending order. See Also ■ ■ Viewing the Task Summary Personalizing Your Saved Searches 22. Click Save. Otherwise. Viewing Task Information 22-7 . 7.

From the Priority multi-select list box. or Actual. c. g. Scheduled. If you want to enter additional search criteria. Enter the (Resource) name or click Go to search for the resource name. 5. use the drop-down list to select the resource type that created the task. In the Dates and Times region. 3. Use the drop-down list to select the task date type. Select the My Tasks option button to search for tasks you own or that are assigned to you. d.Personalizing Your Saved Searches Steps 1. Enter the following information: a. Enter the Task Number. Select the Task with Role option button to search for tasks assigned to another owner or assignee. Enter the Task Name. Use the drop-down list to select the role. select the task priority. From the Category multi-select list box. or Owner. Enter the resource name or click Go to access the lookup tool and search for the name. c. From the Types multi-select list box. b. define the following information: a. i. Under the Created By region. b. e. 2. select the task category. f. Use the drop-down list to select the resource type. Assignee. Options include: All. 4. Use the drop-down list to select the source. d. Options include Planned. e. repeat steps b . In the Assignments region. From the Status multi-select list box. select the task status. Enter the name that corresponds to the source or click Go to access the lookup window and search for the name. Select the Include Private check box to include your private tasks in your search. f. select the task type. 22-8 Oracle CRM Application Foundation User Guide . define the following information: a. h.e in the provided fields.

See Selecting Sort Options. define the following information: a. Options includes: Customer Name. Use the drop-down lists to select both the hour and minute the task began. Select the Use as Default Query for Combo View check box to have the search execute upon opening the Combination window in Calendar. b. b. Customer Number. 7. Click Save to save the personalized search or click Save and Search to save the search and search immediately for any tasks matching the criteria you specified. Enter the following reference information: a. ■ Select the Use as Summary Page Default check box to have the search execute upon opening the Task Summary window. Click the Date Picker icon next to the To text field to select the date the task ended. Viewing Task Information 22-9 . 6. d. if available. e. The Task Summary window opens displaying your search results. In the Customer Details region. Enter the Customer Value or click Go to access the lookup tool to search for the value. c. Select any of the following check boxes to add additional information to your saved search. or Account Number. 9. enter the flexfield information in the Market (flexfield 1) and Segment (flexfield 2) fields.Personalizing Your Saved Searches b. see Customizing Your Task Summary Display Options. The description is automatically populated. Use the drop-down list to select the resource type. ■ 11. To select sort options. 8. In the Task Additional Information region. Use the drop-down lists to select both the hour and minute the task ended. Enter the resource name or click Go to access the lookup tool and search for the resource name. Use the drop-down list to select the customer type. See the following for additional information on the remaining tables of the Task Search window: a. Click the Date Picker icon next to the From text field to select the date range for the task. b. 10. To define display options.

■ Prerequisites A task must already exist. Note: ■ Click the source number link to view the source or the name link to view the details of that record. 2. See Also ■ ■ Viewing the Task Summary Creating a Task 22-10 Oracle CRM Application Foundation User Guide . If a product integrated with Task Manager passes customer data into the system. Steps 1. Click Task on the main navigation bar. Perform the following steps to view the details of a specific task. The Task Summary window opens. Responsibility CRM Application Foundation User Navigation Navigate to the Task Details window.6 Viewing Task Details Use the Task Details window to update or delete a task.Viewing Task Details See Also ■ ■ Viewing the Task Summary Creating a Task 22. the information automatically populates the customer area of the Task Details window based on the source. Click the task name to view more information about the task.

1 Creating a Task Use the Create Task window to define dates. If you select the Quick Create button. Perform the following steps to create a task. and relate customer information to the task. the window that appears is a light version of the Create Task window. Managing Tasks 23-1 .23 Managing Tasks This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Creating a Task Defining Dates for a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment Viewing Your Task Bin Editing Your Task Bin Reassigning Tasks 23. assign resources.

and email address are automatically populated if the information is available. Enter a name for the task. If you select the Display On Calendar check box in the Assign To region. Enter a description for the task.Creating a Task Note: ■ If you plan on creating more than one task. g. 23-2 Oracle CRM Application Foundation User Guide . Select the Private check box if this is a personal task and you do not want other resources to view it. f. e. click Create and Create Another once you’ve added all the information to the first task. This saves your task and returns you to the Create Task window so you can create another task. b. ■ ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Create Task window by clicking Create in the Task Summary. Select the priority level for the task from the drop-down list. a. You must define task statuses in Forms. The resource’s job title. then you must enter a start and end date in the Dates region. Steps 1. d. Select the task category from the drop-down list. Define the following information. c. Select the task status from the drop-down list. phone number. Select a task type from the drop-down list.

2. Select the option button of the task to populate the Parent Task field and click Select. to create a single task or click Create and Create Another to return to the Create Task window in order to create another task. Enter a parent task for the task or click Go to access the lookup tool. see Relating Appointments and Tasks to Source Objects. See Also ■ ■ ■ Viewing the Task Summary Viewing Task Details Adding and Removing Task Categories 23. The task populates the text field. even if the task is marked as private. Select the Notify check box if you want to notify an assignee of a newly created task. see Assigning a Resource to a Task. To relate an object to a task. See the following for additional information on the remaining tables of the Create Task window: a. To enter customer information. Managing Tasks 23-3 .2 Defining Dates for the Task Perform the following steps to define dates in the Create Task window. b. 4. See Associating a Task with a Customer. for example an assignee. b. see Defining Dates for a Task. has access to it. a. 5. Enter at least three characters and click Search.Defining Dates for the Task Any resource associated with the task. 3. A list of tasks appear in the window. To define assignees. c. a. Click either Create. To define a date.

Select the option button that defines the task date types (Planned. A list of time zones appear in the window. Select the option button of the time zone you want to define and click Select. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Create Task window by clicking Create in the Task Summary. 4. or Actual). 23-4 Oracle CRM Application Foundation User Guide . The name populates the text field. Use the drop-down list to change the calendar month. 3. Scheduled. a.Defining Dates for the Task Note: ■ When you are defining planned. the default value is set to scheduled. b. This overrides the time zone set in your preferences. Click the Date Picker in the column that corresponds to the task date type selected in step 2. If the Display on Calendar checkbox In the Assignments window is selected. The Select a Date pop-up window opens. scheduled. 2. use the drop-down list to select the time zone where the appointment is scheduled. then you must define a start and end date. Enter at least two characters in the search field and click Search. or actual dates. You can manually override this by selecting another option button and defining your information in the corresponding text field. Under the Dates region in the Create Task window. Steps 1.

6. Managing Tasks 23-5 . Enter at least three characters and click Search. Repeat steps 2-6 to define the end date for the task. Enter the name of the customer or click Go to access the customer lookup tool. a. Use the drop-down list to select an end time for the task. Select the option button of the account number to populate the Name field. a. 2. Person. Enter at least three characters and click Search.3 Associating a Task with a Customer Perform the following steps to associate a task with a customer in the Create Task window. Enter the customer’s account number or click Go to search for the account number. Select a start date for the task by clicking on the date and close the window to populate the field. 8. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Create Task window by clicking Create in the Task Summary. Options include Organization. A list of account numbers appear in the window. Under the Customer region in the Create Task window. See Also ■ ■ Personalizing Your Saved Searches Creating a Task 23. 3. select a customer type from the drop-down list.Associating a Task with a Customer 5. b. 7. or Relationship. Steps 1. Use the drop-down list to select a start time for the task.

23-6 Oracle CRM Application Foundation User Guide . See Also ■ ■ Personalizing Your Saved Searches Creating a Task 23. Select the account number to populate the text field. 5. 6.5 Assigning a Resource to a Task Use the Assignments window to assign a task to a resource. if available. Select the option button of the customer name to populate the Name field. A task can only have one owner but can have more than one assignee. 9. See Also ■ ■ Personalizing Your Saved Searches Creating a Task 23. Enter the customer’s account number or click Go to get a list of account numbers for the customer. Select the address to populate the text field. Perform the following steps to assign a resource to a task. Select the phone number (if any) to populate the text field. the information appears in the Assign To region of the Task Summary window. 4.Relating Appointments and Tasks to Source Objects A list of customers appear in the window. When you specify an assignment. 8. if available. and country and the customer number field. state. b. This also populates the Address 2 text field with the city. Enter the customer’s address or click Go to get a list of addresses for the customer. Enter the customer’s phone number or click Go to get a list of phone numbers for the customer. 7.4 Relating Appointments and Tasks to Source Objects See the HTML Calendar documentation for information regarding relating tasks to Source Objects.

b. Enter the following resource information in the text fields provides: ■ Job title Managing Tasks 23-7 . ■ Prerequisites A task must already exist. Use the drop-down list to select the Resource Type. A list of resources appear in the window. The search window opens. Select the option button of the resource name you want to add and click Select. Click the source number link to view the source or the name link to view the details of the record. 4. The resource name populates the text field. Select the Display on Calendar check box to display the task on your personal calendar. You must set up status types in the Forms-based Task Manager. 5. a. Enter at least two characters in the search field and click Search. Responsibility CRM Application Foundation User Navigation Navigate to the Assignments window from the Task Details window.Assigning a Resource to a Task Note: ■ You can change the owner of a task but you cannot delete the owner altogether. Enter the name of the resource that you want to assign to the task or click Go to search for a resource. Steps 1. 3. 2. Use the drop-down list to select the status.

6 Specifying the Task Effort Use the Efforts window to specify either the planned. Click Update. if Mary starts her work from 10:00 to 14:00.Specifying the Task Effort ■ Email address Phone number information automatically populates. the selected resource. Each needs to contribute five hours to complete the assignment. is still valid. or actual effort. The assignment information is saved. If the row contains a Remove icon. If you manually delete a resource name in the Name field without changing the resource type. For example. then the duration is five hours (10:00-15:00. click it to clear the row.) If John starts at 10:00. and finishes at 15:00. Guidelines In order to delete a selected resource. instead of 14:00. regardless an owner or assignee. Each effort is defined as follows: ■ Planned: This is the effort required to complete a task. For example. Make sure to change the resource type drop-down list if you trying to delete a resource name in the Assignments window. a task requires 10 hours work and is assigned to Mary and John. See Also ■ ■ Personalizing Your Saved Searches Creating a Task 23. you can select the check box and update the window to delete the record.) ■ 23-8 Oracle CRM Application Foundation User Guide . then the duration of this task is nine hours (10:00-19:00. 6. The planned effort to complete this task is 10 hours. This is because the resource id is stored as a hidden parameter if you leave the resource type unchanged. and John continues from 14:00 to 19:00. duration. if available. Note: If the row contains a Remove check box. use the Remove check box. Duration: This is the actual time it takes for the completion of the task.

Options include: hours and minutes. Prerequisites A task must already exist. Responsibility CRM Application Foundation User Navigation Navigate to the Efforts window. 4.Specifying the Task Effort ■ Actual: This is the actual effort for a task. Use the drop-down list to select the UOM for the planned effort. 8. 7. from the Task Details window. Click Update to save the effort. Select the unit of measure (UOM) for the duration. See Also Creating a Task Managing Tasks 23-9 . Enter the planned effort unit.) Perform the following steps the define the Task Effort. Enter the percentage complete for the task. Enter the duration unit required to complete the task in the Duration text field. 5. 6. Steps 1. Use the drop-down list to select the UOM for the actual effort. 2. For example. the actual effort for Mary to complete her work is four hours (10:00-14:00) and for John is five hours (10:00-15:00. Note: Click the source number link to view the source or the name link to view the details of the record. Enter the actual effort. 3.

daily. Select None and the task does not repeat. After a repeating task is created. You cannot edit this date.Creating a Repeating Task or Appointment 23. 3.7 Creating a Repeating Task or Appointment Use the Repeating window to create a series of tasks for a regularly scheduled task or appointment. and yearly. Options include none. Click the Date Picker to access the select a date window and select an End Date for the repeating task or enter a number in the count text field to define the number of times you want the task to repeat. Perform the following steps to create a repeating task or appointment. Manually entering dates causes an error to occur. the Start Date field is populated with the date the task or appointment was originally created. weekly. Select the option button for the frequency of the repeating task or appointment. Select Daily and enter the number of days you want the task to repeat. monthly. 2. In the Repeating window. Steps 1. Responsibility CRM Application Foundation User Navigation Navigate to the Repeating window from the Task Details or Appointment Details window. any additional modification impacts only the next occurrence of the task. ■ Prerequisites A task must already exist. 23-10 Oracle CRM Application Foundation User Guide . a. Note: ■ Click the source number link to view the source or the name link to view the details of the record. b. You must use the date picker to select a date. The start date must be specified before you can create a repeating task or appointment.

Click Update to save your repeating task or appointment or click Restore to reset the original values in the window. 4. Prerequisites A task must already exist. a new task is created for each resource whether or not it is a group or a team and that resource is automatically assigned as the owner of the task. Select Yearly and enter the number of years and the day or the particular day of the month you want the task to occur. d. Select Monthly and enter the number of months and select the check box for each day you want it to occur. Select Weekly and enter the number of weeks and select the check box for each day you want it to occur. Steps 1.8 Mass Creating Tasks Use the Mass Create window to create a separate task for each selected resources. Note: Click the source number link to view the source or the name link to view the details of the record. See Also Creating a Task 23. select the resource type (group or team) from the drop-down list.Mass Creating Tasks c. Responsibility CRM Application Foundation User Navigation Navigate to the Mass Create window from the Task Details window. A confirmation window opens confirming the repeating task was created. When you use the Mass Create feature. e. In the Mass Create window. Perform the following steps to mass create tasks. Managing Tasks 23-11 .

Viewing Existing Attachments 2. A list of resources appear in the window. 3.11 Viewing Your Task Bin If you are using Task Manager integrated with another Oracle CRM module. a.10 Adding an Attachment See the HTML Calendar documentation for information regarding Adding an Attachment. b. including the task name and end date. A task for each member of the group or team is assigned and each individual becomes the owner of their task. The information populates the text field. "No Date" appears in the date field. 5. Select the Keep Record check box to copy the task to a group or team member even if one already exist for the owner.9 Viewing Existing Attachments See the HTML Calendar documentation for information regarding Viewing Existing Attachments. Select the Copy Notes check box to create a copy of any note attached to the task. See Also Creating Tasks 23. 4. Enter the name of the resource or click Go to search for the resource. If no end date is specified during task creation. use the task bin as a quick look at your daily tasks. Select the option button of the resource you want to add and click Select. 23. 23. Enter at least two characters in the search field and click Search. Click Create. Perform the following steps to view your task bin. The task bin only shows tasks that the logged in user is the owner or assignee and does not display appointments. 23-12 Oracle CRM Application Foundation User Guide .

12 Editing Your Task Bin In the task bin. tasks are sorted in the order of the calendar end date and priority. This bin contains a list of your current tasks. 2. Your Personal Homepage appears containing your task bin. Managing Tasks 23-13 . please see the Oracle CRM Technology Foundation Concepts and Procedures. Click Home on the main navigation bar. please see the Oracle CRM Technology Foundation Concepts and Procedures. as well as the update status. Perform the following steps to modify which tasks you want to appear in your task bin. Click on any task name to view the details of the record. For information regarding the Personalize link. The Task Details window opens. Steps 1. your calendar and task bins still reflect your personal appointments and tasks. The task bin can be customized to select tasks based on different task statuses and priorities.Editing Your Task Bin Note: ■ When you switch to another calendar that you are subscribed to. ■ Prerequisites None Responsibility Responsibilities to access Oracle Applications that are integrated with HTML Tasks Navigation Navigate to your Homepage. 23. Note: For information regarding the Personalize link.

You can select as many statuses as you want by holding down the [Ctrl] key and selecting each priority with your mouse. 4. 5.Editing Your Task Bin Prerequisites None Responsibility Responsibilities to access Oracle Applications that are integrated with HTML Tasks Navigation Navigate to the Parameters window by clicking Edit in your Task bin. Steps 1. select which task priorities you want to appear in the task bin. use the Show Task Ending drop-down list to select which tasks you want to appear in the task bin. In the Priority multi-select box. In the Status multi-select box. Your Homepage appears showing additional tasks which correspond to the task attributes you selected in the Parameters window. In the Parameters window. You can select as many priorities as you want by holding down the [Ctrl] key and selecting each priority with your mouse. 23-14 Oracle CRM Application Foundation User Guide . 3. select which task statuses you want to appear in the task bin. Select whether or not you want to show updated tasks in your task bin. Click Update once you’ve selected all your parameters. Options include tasks ending: ■ ■ ■ ■ ■ ■ ■ ■ Today Through tomorrow 2 days from now 3 days from now 4 days from now 5 days from now 6 days from now 7 days from now 2.

In addition. the notifications should be sent to the old owner and new owner. This means the original resource must only be an employee resource or a group resource in this release. ■ ■ The tasks that you want the resource to be reassigned from the task list Resource type (such as employee resource) and a new resource name for the selected tasks After you reassign tasks. After you log in to Resource Manager with the appropriate responsibility. due to the change of a person’s role. If it is an owner reassignment. workflow notifications should be sent to the old assignee. a confirmation message should be displayed if the selected tasks were reassigned successfully. to reassign a task. For example. Alternatively. party. to be hired. make sure to identify both of the following items before you commit the change. and the task owner if the reassignment is for the task’s assignee. For example. other. resource group or team when the original resource was end dated (became inactive) or due to other business reasons. new assignee. Otherwise. This is because the nature of task reassignment is to change resources for assigned tasks. instead of in the Tasks screen. These new resources can be of any types that are defined in Resource Manager. In addition. partner. the first thing is to locate the resource that you want to change in the resource screen. you can reassign a task from an employee resource to a supplier contact. After locating the resource. This way. as a result. users need to have the Resource Self Service Administrator responsibility to be able to access the HTML Resource Manager administrator page. During task reassignment process.13 Reassigning Tasks Tasks can be mass reassigned to new owners or assignees by using the Task Reassignment window. a warning message appears on the top of the page. the person is not suitable for the assigned task. users with the CRM Application Foundation User responsibility can also access the reassign screen. but need to set the value of the profile option JTFRS: Employee Resource Update Access to Any at the user level. the profile option Task Manager: Mass Task Reassign Access also needs to be set to Yes so that the Reassign button is shown in the resource window. Please note that the Reassign button used to launch the Task Reassignment window is located in the Resource Details window. Managing Tasks 23-15 . then you can launch the Task Reassignment window by clicking Reassign. Therefore.Reassigning Tasks 23. users can reassign tasks even if the profile option Task Manager: Mass Task Reassign Access is set to No.

Enter at least two characters and click Go to search for the corresponding resource. Prerequisites Locate the resource whose tasks need to be reassigned in the Resource Details window. the status will still be the same as it was before reassignment. Note: Only open tasks can be reassigned. Use the drop-down list to select the type of resource that you want to reassign the tasks. This opens the Resource Details window. 3. reject or completed. 2. Click Reassign to open the Task Reassignment window. How to register the screen in business flows. Steps 1. The Mass Task Reassignment window is Declarative Page Flows (DPF) enabled and needs to be registered in business flows. see Oracle CRM System Administrator Console Concepts and Procedures for details. In other words.Reassigning Tasks It is important to note that task reassignment will not change the task status. Tasks shown on the Task Reassignment window should not have a status of closed. Responsibility Resource Self Service Administrator responsibility CRM Application Foundation User responsibility with the profile option JTFRS: Employee Resource Update Access set to Any at the user level Navigation Navigate to the People tab > Employee subtab or Group subtab to locate the resource whose tasks need to be reassigned. cancelled. 4. The profile option Task Manager: Mass Task Reassign Access should be set to Yes. Perform the following steps to reassign tasks to another resource. 23-16 Oracle CRM Application Foundation User Guide . Click the resource name in the Employee or Group subtab.

6. Managing Tasks 23-17 . 7. Select the option button of the resource and click select.Reassigning Tasks 5. A confirmation message appears if all selected tasks are reassigned successfully. Select the check box of the tasks you want to reassign or click Select All to select all tasks and click Apply.

Reassigning Tasks 23-18 Oracle CRM Application Foundation User Guide .

you must set your Personal Home Page Preferences.1 Defining Your Preferences Task Manager shares some preference options with the HTML Calendar.24 Managing Task Preferences This chapter covers the following topics: ■ ■ ■ Defining Your Preferences Setting User Preferences Viewing Notifications in Your Worklist 24. Prerequisites A task must already exist. Responsibility Preferences (Oracle Self-Service Web Applications) Managing Task Preferences 24-1 . Perform the following steps to set up user preferences to receive workflow notifications. ■ ■ Changing Your Personal Preferences Adding and Removing Task Categories 24. Use the following links to view information regarding Task Preferences. but not both.2 Setting User Preferences You can receive either email notifications or workflow notifications. If you want to receive notifications in your worklist.

2. View your selected notification in the Notification Details window. 5. Select Worklist hyperlink from the Workflow User Web Applications column. 4. 24. 3. Click General Preferences. Steps 1.Viewing Notifications in Your Worklist Navigation Navigate to your personal homepage. Prerequisites A task must already exist. Respond to the notification by selecting an appropriate button in the bottom of the page. The Worklist window opens with workflow notifications displayed. Click on the notification in the Subject column that you want to view. Responsibility Workflow User Web Applications Navigation Navigate to your personal homepage. Detailed information about Oracle workflow. 3. 24-2 Oracle CRM Application Foundation User Guide . Click Preferences.3 Viewing Notifications in Your Worklist When a task is created. Select Do Not Send Me Mail in the Send me Electronic Mail drop-down list and click Apply. Enter your User Name and password. 2. you can be notified by a workflow notification if it is set up properly. Steps 1. 4. see Oracle Workflow Guide.

If the row contains a Remove icon. delete. ■ Prerequisites A contact must exist. you can select the check box and update the window to delete the record. Note: ■ Click the source number link to view the source or the name link to view the details of the record.1 Viewing Task Contact Information Use the Task Contacts window to update. Responsibility CRM Application Foundation User Navigation Navigate to the Contacts window from the Task Details window. Managing Task Contacts 25-1 .25 Managing Task Contacts This chapter covers the following topics: ■ ■ Viewing Task Contact Information Defining Task Contacts 25. Perform the following steps to view task contact information. If the row contains a Remove check box. and organize your task contacts. you can click it to clear the row.

2. 3. Responsibility CRM Application Foundation User Navigation Navigate to the Contacts window from the Task Details window. Click the Remove icon to clear the Resource from the list. Prerequisites There must be contacts to import. Enter at least two character in the search field and click Search. b. Options include Customer and Employee. 4. 6. The email address automatically populates if the information is available. click Contacts in the side navigation bar. See Also Defining Task Contacts 25. A list of resources appear in the window.Defining Task Contacts Steps 1. Enter the resource name or click Go to search for the Resource. Select the option button of the resource and click Select to populate the text field. Use the drop-down list to select the resource type. 25-2 Oracle CRM Application Foundation User Guide . Select the option button if the resource is the primary contact. 2. Click Update to save the information. The Task Contacts window opens displaying your contacts. Click the phone icon and select the phone number of the selected resource to populate the text field. 5. From the Task Details window. a.2 Defining Task Contacts Perform the following steps to define a contact. Steps 1.

Defining Task Contacts See Also Viewing Task Contact Information Managing Task Contacts 25-3 .

Defining Task Contacts 25-4 Oracle CRM Application Foundation User Guide .

status's or references List of Values please see the following information sections in the Oracle CRM Application Foundation Implementation Guide. priorities.1 Creating. and Finding Tasks Use the Task window to create and update a task. Perform the following steps to create. update. Note: If you want to change or limit the values shown in task types. and Finding Tasks Setting Dependencies for Tasks Linking Tasks to Source Documentation Setting Task Flags Documenting Multiple Contact Information Launching the Task Workflow 26. or find a task. Updating. ■ ■ ■ ■ ■ Defining Task and Notes Reference Mapping Defining a Status Transition and Assigning Rules Defining Task Status Defining Task Priority Defining Task Types Working with Forms-based Tasks 26-1 . Updating.26 Working with Forms-based Tasks This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Creating. or use the Find Task window to search for a task.

all task statuses will appear in your search results unless otherwise specified in the Status field. 4. To create a Task. enter any of the following search criteria and click Find: ■ ■ ■ ■ ■ ■ ■ ■ ■ Number Name Description Type Status Priority Source Document Source Value Parent Task 2. Select the Show Only Open Tasks check box if you only want to view tasks with a status of "Open". 26-2 Oracle CRM Application Foundation User Guide .Creating. Updating. You can provide additional information to search for a task in the following regions: ■ ■ ■ ■ Owner Assignee Customer Dates 3. and Finding Tasks Prerequisites None Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Steps 1. If you do not select this check box. click New in the Find Tasks window. To find a task using the Find Task window.

or Completed. Priority: Use this field to determine the urgency of your task. Select the template information from the list of values (LOV) for the required fields. Define Requirements by selecting from the LOV for each field. Status: Use this field to specify the progress of your task. and priority fields can be defaulted from the relevant profile options. Create tasks individually by entering the following basic task information. See Linking Tasks to Source Documentation for more information. Enter the task dependencies by selecting from the LOV for each field. 8. Click Create Task from Template to create tasks from a template. 5. status. Enter the reference objects by selecting from the LOV for each field. then perform the following steps: Working with Forms-based Tasks 26-3 . such as Open. The Create Tasks from Template Group window opens. Use the LOV to enter your information if applicable. The Task Details window opens. See Assigning and Scheduling Resources for more information. and click Create Tasks. title. Save your task and click More. b. each field. Enter the recurrence rules by selecting from the option buttons and the LOV for 11. See Scheduling Recurring Tasks for more information. 9. Type: Use this field to classify the purposes of your task creation. Use one of the following procedures to create a task: a. Note: The values of the task type. or summary information for your task. 10.Creating. If you want to update a task. Save your task. Updating. – – – – Name: Enter task subject. Working. 6. and Finding Tasks The Tasks window opens. 12. Medium. The new task number appears in the task spreadtable. or an Appointment task. such as High. See Setting Dependencies for Tasks for more information. 7. or Low. such as a Follow-up task.

2 Setting Dependencies for Tasks Dependencies determine the order among tasks. Note: The Application Object Library: Dependency Types for Task Lookups window is currently not used in Task Manager. Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Steps 1. d. See Also Launching Task Workflow 26. Prerequisites A task must already exist. The Task Details window opens. In the Find Tasks window. Save your changes.Setting Dependencies for Tasks a. Guidelines Clicking Launch Workflow in the Tasks window automatically reserves the specified resource and notifies the task owner of task creation. Update the information in the window. 26-4 Oracle CRM Application Foundation User Guide . Locate your task first. Perform the following steps to set task dependencies. enter search criteria and click Find. Navigate to Task Manager. click More. The Tasks window opens. b. c.

3. Updating. Prerequisites None Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Working with Forms-based Tasks 26-5 . 4. and Finding Tasks Assigning and Scheduling Resources Linking Tasks to Source Documentation Documenting Multiple Contact Information Setting Task Flags Tracking a Task Record 26. 5. See Also ■ ■ ■ ■ ■ ■ Creating. Perform the following steps to link a task to a source document. In the Dependencies tab. The corresponding task name populates the Task Name field. A dependency now exists for the task. Save your task. select the dependent task number from the list of values (LOV). Enter a numerical value in the Offset field. The Offset value determines the time that separates the action of initial tasks from subsequent tasks.Linking Tasks to Source Documentation 2. Select from the LOV in the UOM field and click OK. Define source documentation as the original request document that results in the creation of a task. Use this feature to organize tasks with time-sensitive restrictions.3 Linking Tasks to Source Documentation You can link a task to a source document to reference pertinent background information.

and Finding Tasks Assigning and Scheduling Resources Setting Dependencies for Tasks Documenting Multiple Contact Information Setting Task Flags Tracking a Task Record 26. Perform the following steps to set task flags. 6. select from the list of values (LOV) in the Document Type field. 3. 5. Enter the identification number of the source document in the Number field. 4. Prerequisites None 26-6 Oracle CRM Application Foundation User Guide . Optionally. The resource type and number populates the Source Doc Type and Source Doc Number fields in the main task list.4 Setting Task Flags Use the Others tab to set task flags to further customize a task. Save your task. 2. In the References tab. The Task Details window opens. The application name populates the Details field with a description of the reference type. See Also ■ ■ ■ ■ ■ ■ Creating. Updating.Setting Task Flags Steps 1. Double-click the Source Value field to view the source document. Locate your task first. click More. enter the resource type information and click OK. The source document is now associated with the corresponding task.

select task flags. Prerequisites None Working with Forms-based Tasks 26-7 . Click OK and save your task. Updating. Locate your task first. Perform the following steps to document multiple contact information. The task owner receives the task flagged as a Milestone. 2. See Also ■ ■ ■ ■ ■ ■ Creating. 3. In the Others tab. and Finding Tasks Assigning and Scheduling Resources Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Tracking a Task Record 26. Note: You must save the task to make contact information available in the list of values (LOV).5 Documenting Multiple Contact Information Use the Contacts tab to associate contact information to a task. click More.Documenting Multiple Contact Information Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Steps 1. The Task Details window opens.

The Task Details window opens. 2. 4. enter information in the Contacts fields. Guidelines Entering multiple contacts and selecting one as the primary contact records the correct communication channel for the selected task. 5. Enter the corresponding telephone information. See Also ■ ■ ■ ■ ■ ■ Creating. and Finding Tasks Assigning and Scheduling Resources Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Tracking a Task Record 26. Locate your task first. Updating. 26-8 Oracle CRM Application Foundation User Guide .6 Launching the Task Workflow Use the launch workflow button to notify an assignee of the creation of a task. 3. Select the Primary check box is the person is the primary contact for the task. In the Contacts tab. Save your task. click More.Launching the Task Workflow Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Steps 1. Perform the following steps to launch a workflow process. Prerequisites A task must exist.

The Task Details window opens. Save your task. Updating. In the Tasks window. click Launch Workflow. See Also Creating. 4.Launching the Task Workflow Responsibility CRM Administrator Navigation Navigate to Task and Escalation Manager > Tasks > Tasks Steps 1. 5. and Finding Tasks Working with Forms-based Tasks 26-9 . click More. 3. Workflow triggers an email or worklist notification when a task is created or updated. 2. Select the Resources tab. Locate your task first. Select the assignment information from the list of values (LOV) and click OK.

Launching the Task Workflow 26-10 Oracle CRM Application Foundation User Guide .

Once you copy the information. The task owner assigns and schedules the required resources after selecting the best available options. Perform the following steps to assign and schedule resources. and Actual Dates Tracking a Task Record 27. or all the rows. Scheduled. the selected row.1 Assigning and Scheduling Resources Use the Resources tab to define a specific resource for a task.27 Scheduling and Tracking Forms-based Tasks This chapter covers the following topics: ■ ■ ■ ■ Assigning and Scheduling Resources Scheduling Recurring Tasks Tracking Planned. it can be pasted into Microsoft Excel or Microsoft Word. Prerequisites None Responsibility End User Scheduling and Tracking Forms-based Tasks 27-1 . Note: You can copy information in the Task window by clicking on the spreadtable and selecting the option of copying the cell.

select the resource type from the list of values (LOV). Updating. Steps 1. click More. Select the Enabled check box to activate varied resources according to the task. Save your task. 2. update the Actual schedule fields after task completion. Use this option to select live resources when updating. 4. 3. In the Requirements region of the Resources tab. 8. With your task information displayed in the window. The Task Details window opens. The unit value determines the number of resources needed to complete the task. If you want to update actual schedule information and enter the actual values in the required fields and click OK.Assigning and Scheduling Resources Navigation Navigate to Task Manager. select the Schedule check box. Select the resource type and name from the LOV. Enter scheduled distance and duration values and select a unit of measure. 6. and Finding Tasks Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Scheduling Recurring Tasks Setting Task Flags Tracking a Task Record 27-2 Oracle CRM Application Foundation User Guide . 7. 5. See Also ■ ■ ■ ■ ■ ■ ■ Creating. For tracking purposes. If you want to schedule a resource. enter a numerical value in the Unit field. In the Assignments region.

and Finding Tasks Assigning and Scheduling Resources Setting Dependencies for Tasks Linking Tasks to Source Documentation Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Setting Task Flags Tracking a Task Record Scheduling and Tracking Forms-based Tasks 27-3 . monthly. In the Recurrences tab. 3. Prerequisites None Responsibility End User Navigation Navigate to Task Manager. weekly. Updating. With your task information displayed in the window. The task now reoccurs automatically. 4. Perform the following steps to schedule recurring tasks. See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ Creating.2 Scheduling Recurring Tasks You can schedule a task to automatically repeat on a daily. Steps 1. and yearly. Save your task. select an occurrence. Select from the list of values (LOV) in each required field and click OK. Options include daily. 2. weekly.Scheduling Recurring Tasks 27. monthly. or yearly basis. click More. The Task Details window opens.

See Also ■ Creating. 2. enter information into the Scheduled fields. Enter information into the Planned fields in the Dates region. The GMT field is populated with the correct Greenwich Mean Time Deviation value. and Actual Dates Track task progress by entering date information after three task milestones: ■ ■ ■ Task Creation Resource Reservation Task Completion Use this procedure to track planned. Prerequisites None Responsibility End user Navigation Navigate to Task Manager. Guidelines Updating the Actual Start and End Dates in the Resource tab populates the corresponding Actual date fields in the Task window.3 Tracking Planned.Tracking Planned. Steps 1. enter final information into the Actual fields. After reserving resources for the task. 5. Upon task completion. 4. Updating. find or create a task. In the Find Tasks window. Save your task. scheduled. The Tasks window opens. Scheduled. and Finding Tasks 27-4 Oracle CRM Application Foundation User Guide . and Actual Dates 27. and actual task dates. Scheduled. 3.

Scroll to the right to view both the old and new values. Steps 1. view the task history. The Task Details window opens. Click OK when you are done viewing the audit record. In the Audit tab. 3.4 Tracking a Task Record Use the Audit tab to view the history of a task. 2. The task record provides a trail from the original task status through the current status. 4. Perform the following steps to access the task audit record information. The last row contains the most recent task record. Scheduling and Tracking Forms-based Tasks 27-5 .Tracking a Task Record ■ ■ ■ ■ ■ ■ ■ ■ ■ Assigning and Scheduling Resources Setting Dependencies for Tasks Linking Tasks to Source Documentation Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Scheduling Recurring Tasks Setting Task Flags Tracking a Task Record 27. With your task information displayed in the window. click More. Each row documents the status of the task. Prerequisites None Responsibility End user Navigation Navigate to Task Manager.

and Actual Dates Creating.Tracking a Task Record See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Tracking Planned. and Finding Tasks Assigning and Scheduling Resources Setting Dependencies for Tasks Linking Tasks to Source Documentation Setting Dependencies for Tasks Linking Tasks to Source Documentation Documenting Multiple Contact Information Scheduling Recurring Tasks Setting Task Flags 27-6 Oracle CRM Application Foundation User Guide . Scheduled. Updating.

Part VI HTML Calendar This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ ■ Introduction to the Oracle HTML Calendar Overview of Using the Oracle HTML Calendar Viewing Your Calendar Managing Appointments Customizing Your Calendar Preferences Administering Group Calendars .

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The HTML Calendar is used by many CRM Applications such as Oracle Sales Online (OSO). and inviting individuals to those appointments. The user can click the hyperlink for the task.1 Overview of Oracle HTML Calendar The key functionality of the HTML Calendar includes viewing and updating your tasks. subscribing yourself to a group calendar. for generic calendar functionalities like appointments and tasks as well as to show business entities like events and campaigns.28 Introduction to the Oracle HTML Calendar This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ Overview of Oracle HTML Calendar Oracle Calendar Key Features Integration with Notes and Tasks Oracle Calendar Integrations Process Flow for Oracle Calendar What’s New in This Release Terms and Definitions 28. The following topics provide additional information on Calendar: ■ ■ ■ ■ Calendar Rules Types of Calendars Calendar Views Who Uses Calendar? Introduction to the Oracle HTML Calendar 28-1 . creating and managing appointments. appointment. viewing public calendars. or event and access the details for that specific object.

attach a document to a note. weekly.2 Types of Calendars The following are the different types of calendars available for viewing in Calendar. The owner and assignee can view or edit task information. or view details of a particular note. ■ ■ ■ Personal Calendars Public Calendars Group Calendars 28-2 Oracle CRM Application Foundation User Guide . If the task sits at the group level.Overview of Oracle HTML Calendar The following table describes the main navigation bar links. The creator of a calendar is the owner. ■ 28. or combination) of your personal calendar and to check a resource’s availability. Only the owner of a calendar can grant access to that calendar. You can only search and view tasks that you are the owner or assignee of are granted access to. Table 28–1 Link Views Navigation Bar Link Descriptions Description Click this link to access the different views (daily. search for a note. Tasks Notes 28. Use this window to view all your tasks and to access the Create Task window. Click this link to access the Notes Summary window.1 Calendar Rules Calendar has several rules it follows for security purposes: ■ ■ ■ ■ ■ ■ Every employee resource can use calendar. Use this window to create a note. The owner and assignee can view his or her own private tasks. Click this link to access the Task Summary window. yearly. monthly.1. view all notes. all members of a group can view and edit it.1.

you become the Group Calendar Administrator responsible for subscription approvals and rejections. A group calendar is not accessible unless you subscribe and receive approval. which can only be viewed on the separate public calendar view. Public calendars can be accessed by all calendar users and are only available in the monthly view format. yearly.Overview of Oracle HTML Calendar Personal Calendars Every employee has a personal calendar that they use to create or view appointments.3 Calendar Views When you log onto calendar. attach notes and tasks. weekly. the daily view of your calendar appears in the window. If you click on an item in the un-timed area where the source is appointment. personalizing your calendar view. Group Calendars A group calendar is created specifically for tasks and appointments related to a resource group. a group calendar is viewed within the user’s personal calendar.1. or in combination with your assigned tasks. For example. Un-timed appointments are: ■ ■ Any task that is assigned to you that does not have a start time and end time. 28. The following table describes all the ways you can view your personal calendar. You can click on the hyperlink for the task (appointment) and be taken to the detail for that specific object. Introduction to the Oracle HTML Calendar 28-3 . monthly. You cannot create a private appointment on a public calendar. Once the new group calendar is approved. then you are taken to the Appointment Detail window. Other features of the personal calendar include checking a resource’s availability. You can request a new group calendar by submitting a request to the Calendar System Administrator. There are several ways to view your calendar including: daily. invite resources to appointments. and relate appointments to business objects. Public Calendars Use the public calendar view to display upcoming public events. You cannot update a public calendar unless you are the owner of that calendar. Unlike the public calendar. then you are taken to the Task Details window. You can then view the entire day’s schedule of appointments in this window. if the source is task (object). The detail window for the object depends upon the source. and updating and soft deleting existing appointments. Any appointment that is created without identifying its duration (not timed).

You can also choose to access a different month to view that month’s calendar of appointments. Resource availability is based on appointments which appear on the resource’s personal calendar. The combination view fields may vary depending on the columns you choose to display in the Task Summary window. update an existing appointment. or delete an existing appointment. The yearly view displays all of the months for the entire year. In the combination view.4 Who Uses Calendar? Roles are assigned to resource’s to determine privileges. The current day is highlighted within the yearly view.1. or delete an existing appointment. you can create a new appointment. You can choose to access a different week to view that week’s calendar of appointments. Each month displays the days of the week starting with Sunday and ending with Saturday. you can maintain daily activities while avoiding scheduling conflicts by viewing the days events along side a list of current tasks. 28-4 Oracle CRM Application Foundation User Guide . For example. you may have the ability to modify another resource’s calendar if you are granted full access by the owner. and invite all resources who are visibly available. Within the monthly view you can create a new appointment. Within the availability view you can check the availability of multiple resources at the same time. update an existing appointment.Overview of Oracle HTML Calendar Calendar Views View Daily View Description Within the daily view. Weekly Monthly Yearly Combination Availability 28. The following table defines each Calendar role. You can also create an appointment by clicking on the time link. Within the weekly view you can create a new appointment. update or delete an existing appointment or choose to access a different day on the calendar.

The Group Calendar Administrator has all the same privileges as a regular calendar user except that they are responsible for approving and rejecting subscription requests for the group calendars they own. Once the calendar is approved. Calendar System Administrator Group Calendar Administrator Attendee Invitee Owner Subscriber User 28.2 Oracle Calendar Key Features The following are key features of Calendar: ■ ■ Managing Appointments Personalization and Preferences 28. An invitee is a resource who receives an invitation to an appointment but has not responded. A subscriber of a group calendar can have read-only or full access.Oracle Calendar Key Features Table 28–2 Role Calendar Roles Description The Calendar System Administrator is responsible for creating group or public calendars based on user requests. An attendee is a resource who has accepted an appointment invitation. a marketing manager at Vision Corporation. group. the creator becomes the Administrator for that group calendar (Group Calendar Administrator). A subscriber is an individual who requests access to a group calendar. She wants to discuss campaign details with her team. Requests for group calendar’s are then processed by that user. Introduction to the Oracle HTML Calendar 28-5 . decides to target small size companies through the Vision web site. For example. A calendar owner is defined as the resource who owns the personal.2.1 Managing Appointments You can create appointments for yourself or for other resources who grant you full access privileges to their calendar. or public calendar. Creation of calendars are accomplished by responding to a workflow request. so she uses the HTML Calendar to create an appointment. invites her team to the appointment. and subsequently. Her team members receive the invitation in their calendar. A calendar user is an employee resource who uses calendar. Elizabeth Smith.

grant access privileges so others can view your calendar. you attended a meeting last week to follow-up on a business event. For example. Calendar preferences are embedded within that applications profile or preferences. You can also personalize the appearance of your calendar. even though this event was not originally scheduled in your calendar.2. It provides an effective mechanism for organizations to use to respond to customers’ needs in a timely manner. prioritized. The key fuctionality of the Task Manager module includes: 28-6 Oracle CRM Application Foundation User Guide . You create the appointment one week after the event to record the meeting. you see both the Calendar tab and the People tab. Use Notes to add additional information to an appointment. For example. or switch to another calendar. perhaps including weekends) as well as. or a URL to a note Searching for a note Task Manager provides the capability for tasks to be created. When Calendar is integrated with other Oracle products. text. You can change your password. 28. you can also create an appointment for a business event that has already occurred in order to have a tracking record. and managed. A note provides a record of descriptive information that is generated and referenced by the user.Integration with Notes and Tasks In addition to creating appointments for upcoming events. These two modules share the CRM Application Foundation User responsibility. you can define what constitutes a week (Monday to Friday or.3 Integration with Notes and Tasks Note: If you have integrated both Calendar and Resource Manager with another Oracle product. 28.2 Personalization and Preferences You can specify personal preferences for viewing your daily calendar. request a group or public calendar. The key fuctionality of the Notes module includes: ■ ■ ■ ■ Viewing all existing notes Creating a note Attaching a document. assigned. what hours to start and end the day within the daily and weekly views.

28. Appointments that are created in the Create Appointment window automatically show up on the user’s calendar with a source of appointment. Oracle Accounts Receivables’s profile options to set the default client and server time zones for a user Oracle Workflow to send workflow notifications for processing new group calendar requests and subscription requests to an existing group calendar. as well as to view resource availability through different calendar views. HTML Tech Stack to display the HTML functionality ■ ■ ■ ■ The HTML Calendar is widely used by various Oracle modules across CRM. create repeating appointments for meetings.4 Oracle HTML Calendar Integrations The HTML Calendar module uses the following to provide functionality: ■ Oracle HTML Task Manager to schedule appointments (tasks). ■ 28.5 Calendar Process Flow The following table describes the order and process of using the HTML Calendar.Calendar Process Flow ■ ■ ■ ■ ■ Viewing Task Information Searching for a Task Creating a Task Assigning individual resources to a task Maintaining Task Contacts Appointments and tasks are both considered tasks. ■ Sales Online uses the HTML Calendar module to schedule appointments for a lead or an opportunity. Introduction to the Oracle HTML Calendar 28-7 . Marketing Online uses the HTML Calendar module to schedule appointments for marketing campaigns. as well as to view resource availability through different calendar views. Oracle HTML Resource Manager to invite employee resources to an appointment.

and add attachments to an appointment. and view tasks using Task Manager. 28-8 Oracle CRM Application Foundation User Guide . create.4 release: Use the Administrator Hyperlink to Update Calendar Administrators Users who have the JTF_CALENDAR_ADMIN role assigned to them can access the Administrator hyperlink from the side navigation menu after clicking the Profile icon. appointments. Performed By End user View your Personal Calendar View a Public Calendar View a Group Calendar View Resource Availability Create Appointments Define Attendees for an Appointment Add Attachments to an Appointment Create Repeating Appointments Process Calendar Requests Use Tasks Use Notes Customize Calendar Preferences End user End user End user End user End user End user End user Group Calendar Administrator End user End user End user 28. (Optional) Create. (Optional) Create an appointment using Calendar. (Optional) View or create a public calendar. (Optional) View the accessibility of an employee resources. (Optional) Use Notes to view. Use the workflow notification window to grant or deny a group or public calendar request through Oracle Workflow. and create a group calendar.7. (Optional) View.5. (Optional) Modify your calendar preferences. (Optional) Create a recurring appointment to appear on your calendar. and tasks with your personal calendar.What’s New in This Release Table 28–3 Steps Calendar User Process Description Effectively manage your daily activities.6 What’s New in This Release This release of CRM Application Foundation has the following new features in Calendar subsequent to the 11. (Optional) Subscribe. (Optional) Invite employee resources to an appointment. view. and attach notes to an appointment. edit. create.

All the new group calendar requests will be sent to the new Calendar Administrator through workflow notifications. users can now choose to have the appointment repeat yearly in addition to daily. all appointments. All the information in the table is read only for an average user. users need to make selections in the Update Appointments window about how the changes are to be implemented (only this appointment. not any other users. An average user can also see a similar table with a list of Group Calendar Administrators. but no change can be made. See Oracle CRM Application Foundation Implementation Guide for more information. Update the repeating rule: After creating a repeating appointment. to search for either an entire list of existing group calendars. weekly. through a pull-down menu in the Calendar Group Subscription window. This includes the following new areas of functionality: ■ Support yearly repeating: While creating a repeating appointment. the JTF_CALENDAR_ADMIN role is automatically assigned to the new Calendar Administrator. can update the Group Calendar Administrators listed in a table format for a given group calendar. Decide the change impacts: Similar to the delete a repeating appointment feature used in the previous release. now after updating a repeating appointment or inviting new attendees for the selected repeating appointment. or monthly. After each update.What’s New in This Release Use this link to assign a different user as a Calendar Administrator. or the group calendars that the administrator is currently subscribed to. or all future appointments). such as a Calendar Administrator or a Group Calendar Administrator. and is revoked from the old Calendar Administrator. Group Calendar Administrators Listed in a Table Can Be Updated Users with administrator role. Repeating Appointment Windows Have New Enhancements There are several enhancements made in the repeating appointment windows. ■ ■ Introduction to the Oracle HTML Calendar 28-9 . users can update the repeating rule by changing the frequency of a repeating series. Calendar Has New Group Calendar Search Filters For Calendar Administrator This feature allows the Calendar Administrator only.

or Opportunity. and contacts. or appointment. For example. This access type does not include the capability of granting access to others. Contracts. tasks. An example of a party is a customer. 28. A party is an entity that can enter into a business relationship. With Full Access you can read and edit/delete the record. This is the originator of the task.7 Terms and Definitions The following table describes terms and definitions associated with Calendar. This is an acronym for Oracle Sales Online. you can only view a record. note. Resources of type "Party" can be imported OSO OMO Full Access Read-only Source Object Calendar Party as resources from Oracle Accounts Receivables. a task consists of sending an email. Tasks A task is the lowest unit of work. manage. Table 28–4 Term Category Terms and Definitions Description Use a category as a way of organizing tasks and appointments. calling back a customer. Sales. and organize your appointments. or attending a meeting.Terms and Definitions ■ Reject or accept all repeating appointments: Invitees of a repeating appointment can either reject all or accept all of them. For example. This is an acronym for Oracle Marketing Online. Use Calendar to create. for example. instead of responding to each invitation individually. With read-only access. the task can be a phone call and the category could be call back customer. Service. You cannot edit or delete anything. 28-10 Oracle CRM Application Foundation User Guide .

1 Accessing the Oracle HTML Calendar Interface Each CRM module integrated with calendar has an individual login. Responsibility CRM Application Foundation User Overview of Using the Oracle HTML Calendar 29-1 . If you have integrated both Calendar and Resource Manager with another Oracle module.29 Overview of Using the Oracle HTML Calendar This chapter covers the following topics: ■ ■ Accessing the Oracle HTML Calendar Interface Summary of Oracle HTML Calendar Tasks 29. Perform the following steps to log in to Calendar. These two modules share the CRM Application Foundation User responsibility ■ Prerequisites You must be an employee resource to use calendar. Note: ■ Click the Calendar tab to access the daily view of your calendar. you see both the Calendar tab and the People tab.

2. Viewing Your Calendar Chapter 31.2 Summary of Oracle HTML Calendar Tasks Use Oracle HTML Calendar to perform the following types of tasks: ■ ■ ■ ■ Chapter 30. 3. Customizing Your Calendar Preferences Chapter 33.Summary of Oracle HTML Calendar Tasks Navigation Navigate to the JSP login page. Enter your password and click Go. Steps 1. Managing Appointments Chapter 32. 29. Administering Group Calendars 29-2 Oracle CRM Application Foundation User Guide . Enter your user ID. Click the Calendar tab. Your personal calendar opens to the current dates daily view.

Note: ■ If you have integrated both Calendar and Resource Manager with another Oracle product.30 Viewing Your Calendar This chapter covers the following topics: ■ ■ ■ ■ ■ ■ Viewing Your Personal Calendar Viewing Different Dates on the Calendar Viewing Your Tasks and Calendar Simultaneously Viewing the Availability of a Resource Adding a New Resource to Your Availability View Viewing a Public Calendar 30. or year. Click any arrow on any view page to view the previous or next day. you see both the Calendar tab and the People tab. month.1 Viewing Your Personal Calendar Once you log in to calendar. ■ Prerequisites None Viewing Your Calendar 30-1 . week. These two modules share the CRM Application Foundation User responsibility. the daily view of your calendar opens.

Steps 1. 3. Perform the following steps to change the current date in your personal calendar. Click Today to view the current date for any calendar view.2 Viewing Different Dates on the Calendar Use Calendar to view different dates on the calendar. Click any of the following menu items to display your calendar in the corresponding view: ■ ■ ■ ■ ■ Daily Weekly Monthly Yearly Combination 2. Click any appointment to view the details.Viewing Different Dates on the Calendar Responsibility CRM Application Foundation User Navigation Navigate to the daily view of your Calendar. See Also ■ ■ ■ Viewing Different Dates on the Calendar Viewing the Availability of a Resource Viewing a Public Calendar 30. Prerequisites None Responsibility CRM Application Foundation User 30-2 Oracle CRM Application Foundation User Guide .

Steps 1. See Also ■ ■ ■ Viewing Your Personal Calendar Viewing the Availability of a Resource Viewing a Public Calendar 30. 5. 3. From this window you can: 4. Click on any day in the mini calendar to view that date. 6. or delete an existing appointment. Select the Year you want to view.Viewing Your Tasks and Your Calendar Simultaneously Navigation Navigate to the daily view of your calendar. 2. just as in the daily view. This window is a combination of the daily view of your calendar and the Task Summary. 7. Viewing Your Calendar 30-3 .3 Viewing Your Tasks and Your Calendar Simultaneously Use the combination view to create. Use the > and < buttons to navigate to different dates on the calendar. Perform the following steps to access your Combination view. Click Go To in any calendar view or click the Date on the calendar to display the dates daily view. Select the option button of the view you want to display: ■ ■ ■ ■ Daily Daily Combination Monthly Weekly 8. update. Select the Day you want to view. If you click Go To. the Go to Date window opens. Select the Month you want to view. Click Go to view the option you selected.

In the Combination window. 2. Steps 1.Viewing the Availability of a Resource Note: ■ If you are viewing another resources personal or group calendar. click any appointment to display the appointment details window. The number of rows that appear in the Task Summary of the Combination View can be modified by selecting the Preferences link in the side navigation bar when you select the Profile link or by changing the number of rows in the Task Search window. Perform the following steps to view the availability window. See Also Viewing the Task Summary 30. you are not able to view it in the Combination view. 30-4 Oracle CRM Application Foundation User Guide . ■ Prerequisites You must have a task to view.4 Viewing the Availability of a Resource Use the availability view to check the availability of a resource that you want to invite to an appointment. Responsibility CRM Application Foundation User Navigation Navigate to the Combination window by clicking Combination in any calendar view. Click Go To to change the date on the calendar or use the arrow icons to navigate to different dates.

5 Adding a New Resource to Your Availability View Use the Availability window to add a resource’s schedule to your availability view. any resources added to the availability view are deleted and you must add them to the window again once you log back in. 3. Once you log out of your calendar.Adding a New Resource to Your Availability View Prerequisites The resource must be defined in the Resource Manager. Note: Resources added to your availability view are only present while the user is logged in. Prerequisites A resource must already exist. Responsibility CRM Application Foundation User Navigation Navigate to the Availability window by clicking Availability in any calendar view. 2. Viewing Your Calendar 30-5 . See Also ■ ■ ■ ■ Viewing Your Personal Calendar Viewing Different Dates on the Calendar Viewing a Public Calendar Adding a New Resource to Your Availability View 30. Click Add Resource to view another resource’s availability. Perform the following steps to add a new resource to your availability view. Steps 1. Use the > and < buttons to navigate to different times in the graphical view of the resource’s schedule. (Optional) Click Create Appointment or click the time interval in the combined graphical view to create an appointment.

Perform the following steps to access a Public Calendar. In the Availability window. click Add Resource. 2. The Search and Select window opens. Click Go to search for a resource. The Lookup window opens. The Resource is added to the multi-line text field. Click Apply to add the resource to the availability window or click Remove to delete the resource from the multi-line text field. Enter at least one character in the search field and click Search. 30-6 Oracle CRM Application Foundation User Guide . The Availability window opens with the resource’s availability information.6 Viewing a Public Calendar A calendar user can view all existing public calendars. The resource name populates the text field. b. 4. Public Calendars appear in Monthly view only. A list of resources appear in the window. See Also ■ ■ ■ Viewing Different Dates on the Calendar Viewing the Availability of a Resource Viewing a Public Calendar 30. Steps 1. Select the option button of the resource name you want to add and click Select. 3.Viewing a Public Calendar Responsibility CRM Application Foundation User Navigation Navigate to the Availability window by clicking Availability in any calendar view. a. Click Add.

Select the date you want to view from the drop-down list and click View. Enter at least one character in the search field and click Search. Responsibility CRM Application Foundation User Navigation Navigate to the Public Calendar window by clicking Public Calendar in any calendar view. 3. Click Today to return to the current month of the public calendar you are viewing. See Also ■ ■ ■ Viewing Your Personal Calendar Viewing Different Dates on the Calendar Viewing the Availability of a Resource Viewing Your Calendar 30-7 .Viewing a Public Calendar Prerequisites A resource must already exist. a. 4. Enter the name of the public calendar or click Go to search for a public calendar. Steps 1. The calendar appears in the window. 2. The calendar name populates the text field. b. A list of calendars appear in the window. Select the month you want to view from the drop-down list. Select the option button of the Calendar you want to view and click Select.

Viewing a Public Calendar 30-8 Oracle CRM Application Foundation User Guide .

Perform the following steps to execute a search. tasks.31 Managing Appointments This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Using the Quick Find Search Viewing and Updating Appointment Details Creating an Appointment Deleting an Appointment Defining Attendees for an Appointment Receiving an Invitation Creating Repeating Task or Appointment Viewing Existing Attachments Adding an Attachment Relating Appointments and Tasks to Source Objects Working with Bins Viewing Your Calendar and Appointment Bins 31. notes. Managing Appointments 31-1 . and groups.1 Using the Quick Find Search Use the Quick Find search to find your appointments. employees.

Enter a keyword or letter (at least three characters) and click Go. 3. Using the Quick Find drop-down list. Please see the Oracle CRM Application Foundation Implementation Guide. 31-2 Oracle CRM Application Foundation User Guide . for more information on concurrent programs. Steps 1. Perform the following steps to view the details of an appointment.Viewing and Updating Appointment Details Note: You must run the Rebuilding Intermedia Index for Task Names concurrent program periodically to see new and updated tasks. select search criteria: ■ ■ ■ ■ ■ Appointments Task Notes Employees Groups 2. Click any item to display the details. The appointments menu can be access in the side navigation bar once you create an appointment. 31. The Search Results window opens.2 Viewing and Updating Appointment Details Use the Appointment Details window to view details for any of your existing appointments. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to any Calendar window. and to be able to search by task name in the quick find. Appendix C.

create. Click Update to modify the appointment or click Restore to reset the original values in the window. and add attachments to an appointment. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Appointment Details window by clicking on an appointment in any calendar view. Click this link to view. Click this link to create a recurring appointment. Click this link to relate an appointment to a business object such as a marketing campaign. Managing Appointments 31-3 . Guidelines The following table describes links. Click this link to add a note to an appointment. Click this link to define attendees for an appointment.Viewing and Updating Appointment Details Note: Click the source number link to view the source or the name link to view the details of the record. 2. which appear in the side navigation bar of the Appointment Details window. View and edit information in the window. Steps 1. Table 31–1 Link Appointment (Main) Attendees Reference Repeating Attachments Notes Appointment Details Side Navigation Bar Description Click this link to view the details of an appointment. A confirmation window opens to confirm the information was updated.

2. Note: ■ You cannot create a private appointment in association with a public calendar.3 Creating an Appointment Use the Create Appointment window to create an appointment for yourself or another resource. 31-4 Oracle CRM Application Foundation User Guide . The start date reflects the current date and is automatically populated. Steps 1. Click the Go button to select the time zone where the appointment is scheduled. 3.Creating an Appointment See Also ■ ■ ■ ■ ■ Creating an Appointment Creating Repeating Task or Appointment Adding an Attachment Defining Attendees for an Appointment Relating Appointments and Tasks to Source Objects 31. All fields marked with an asterisk are required. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Create Appointment window by clicking the Create button in any calendar view. Perform the following steps to create an appointment. You can change the date if necessary. This overrides the client time zone set in your calendar profile. Enter a name for the appointment.

A list of time zones appear in the window. you need to run the workflow background process JTF Task Reminders in order to receive notifications as task reminders. (Task) Type (Task) Category Priority (Status) ■ ■ ■ ■ 5. Options include: ■ ■ ■ ■ ■ ■ ■ ■ ■ Do Not Remind Me 15 Minutes Before 30 Minutes Before 1 Hour Before 2 Hours Before 1 Day Before 2 Days Before 3 Days Before 1 Week Before. the default is the time you selected. Select the option button of the time zone you want to define and click Select. The default value is "Do Not Remind Me". b. Managing Appointments 31-5 . the default is one hour. The name populates the text field. you will receive a workflow notification in your Personal Home Page Worklist. Select when you want to be reminded of an appointment. If you choose to receive a reminder. 4.Creating an Appointment a. Using the drop-down lists. define the following information for the appointment: ■ Start Time: If you accessed this window by clicking the + icon in the daily or weekly view. Enter at least two characters in the search field and click Search. However. Duration: If you accessed this window by clicking the + icon in the daily or weekly view. Additionally. You will not receive an email notification since you cannot receive both email and a notification in your Personal Home Page.

Select the option button of the name you want to add and click Select. b. Enter a description for the appointment. Select the Private check box if this a private appointment. See Also ■ ■ ■ ■ ■ ■ Viewing and Updating Appointment Details Creating Repeating Task or Appointment Adding an Attachment Defining Attendees for an Appointment Relating Appointments and Tasks to Source Objects Creating a Note 31. A confirmation window opens to confirm the appointment was created successfully. 9. Enter the name or click Go. 7. c. Prerequisites An appointment must already exist. Select the related business object. clear the window. 8. a. Enter at least two characters in the search field and click Go. and return to the Create Appointment window to create another appointment. Click either Create or Create and Create Another to save the current appointment. 31-6 Oracle CRM Application Foundation User Guide .Deleting an Appointment 6. A list of related objects appear in the window.4 Deleting an Appointment You can delete any of your existing appointments. Perform the following steps to delete an appointment. 10. Use the drop-down list to select when you want to be reminded of the appointment. The name populates the text field.

Steps 1. Select the option you want and click Delete. ■ Managing Appointments 31-7 . click Delete to remove the appointment from your calendar. In the Create Appointment window. It is recommended that you do not invite attendees to public calendar appointments. the Delete Appointment window opens displaying three options: ■ ■ ■ Delete Only this Appointment Delete All Appointments Delete All Future Appointments 2. A confirmation window opens to confirm the appointment was deleted. Note: ■ Click the source link to view the source or the name link to view the details of the record. See Also Creating an Appointment 31. Perform the following steps to invite an employee resource to an appointment.5 Defining Attendees for an Appointment Use the Attendees window to send an invitation for an appointment to another resource. If you are trying to delete a repeating appointment.Defining Attendees for an Appointment Responsibility CRM Application Foundation User Navigation Navigate to the Create Appointment window by clicking Appointments in any calendar view.

The resource name is moved to the multi-select text box. a. Not all Task Manager assignee statuses are available in the HTML Calendar. The resource name populates the text field. Steps 1. You can continue to add as many resources as necessary. Click Attendees in the side navigation bar. the invitee must set the Issue Notification in the Calendar Personal Preferences window to Yes.Defining Attendees for an Appointment WARNING: Do not modify the assignee status of the invitee in the Forms-based version of Task Manager. 4. The Attendees window opens. This window is accessed through the Profile link. Prerequisites ■ ■ An appointment must already exist. Responsibility CRM Application Foundation User Navigation Navigate to the Appointment Details window by clicking on an appointment in any calendar view. A list of resources appear in the window. 31-8 Oracle CRM Application Foundation User Guide . Click Add. b. 3. 2. Enter the resource name of the employee you want to invite to the appointment or click Go to access the lookup tool. In order for a resource to receive an email notification for an appointment invitation. Enter at least one character in the search field and click Go. Select the option button of the resource you want to attend the appointment and click Select. Select the resource and click Remove to delete the name from the multi-select text box.

Select the resource and click Availability to view the individual’s availability for the scheduled appointment time. The resource is added to the invitees list with information regarding their status (invited. the status changes from invitee to attendee and you are then able to attach a note to it. click the Notes link on the side navigation bar and click Create Note. 8.6 Receiving an Invitation When you receive an invitation to an appointment. you are not able to retrieve it. See Also ■ ■ ■ ■ ■ ■ ■ Viewing and Updating Appointment Details Creating an Appointment Creating Repeating Task or Appointment Receiving an Invitation Adding an Attachment Relating Appointments and Tasks to Source Objects Creating a Note 31. Perform the following steps to view and respond to an invitation. 7. it displays on your calendar with the word INVITE. Managing Appointments 31-9 . Click Send Invite. Select the Remove check box next to the employees name and click Update to delete them from the list.Receiving an Invitation 5. or rejected). 6. for any attendee to view. WARNING: If you delete an invitation. Prerequisites An invitation must exist. To create a note for the appointment. accepted. Once you accept the invitation.

Perform the following steps to create a repeating appointment. 3. Click Accept. click the Notes link in the side navigation bar. See Also ■ ■ ■ ■ ■ Viewing and Updating Appointment Details Creating an Appointment Adding an Attachment Defining Attendees for an Appointment Relating Appointments and Tasks to Source Objects 31-10 Oracle CRM Application Foundation User Guide .Creating a Repeating Task or Appointment Responsibility CRM Application Foundation User Navigation Navigate to the Appointment Invitation window by clicking on any invite that appears on your calendar. to accept the invitation. to decline the invitation. 2. Click Reject. To view any notes attached to the appointment. The link disappears completely. See the Task Manager documentation for information regarding Creating a Repeating Task or Appointment. Steps 1.7 Creating a Repeating Task or Appointment Use the Repeating window to create a series of appointments for a regularly scheduled appointment. The word Invite disappears and a response is sent to the owner of the appointment. See Also ■ ■ Creating an Appointment Defining Attendees for an Appointment 31.

8 Viewing Existing Attachments Use Calendar. See Also Adding an Attachment Managing Appointments 31-11 . Next. or Notes to view an existing attachment. Previous. Perform the following steps to view the attachments window. Task. The Attachments window opens. Steps 1. or Task Details window. you can select the check box and update the window to delete the record. Note: ■ Click the source link to view the source or the name link to view the details of the record.Viewing Existing Attachments 31. Click any attachment link to view it in the window. If the row contains a Remove icon. Note: If the row contains a Remove check box. Note. ■ Prerequisites An attachment must exists in the system. 2. you can click it to clear the row. and Last links to view all of your existing attachments. Click Attachments. Responsibility CRM Application Foundation User Navigation Navigate to the Attachments window by clicking Attachments in the Appointment. Use the First.

Use the First. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Attachments window by clicking the Add Attachments button in the Appointment.Adding an Attachment 31. a. 3. 4. create and add a new attachment. Click Open. or Task Details windows. File: Enter the file name or click Browse to search for the file. or Notes to add an existing attachment to an appointment. as well as. Tasks. Perform the following steps to attach or create an attachment for a specific appointment. The Add Attachments window opens. From the Choose File window. Select one of the following option buttons to define the type of attachment you want to add. Click Add Attachment. The default is a File attachment. Steps 1. The Attachments window opens. 31-12 Oracle CRM Application Foundation User Guide . Note: Click the source link to view the source or the name link to view the details of the record. You can link unstructured data such as images. word-processing documents. and Last links to view all existing attachments in the system. b. or text to application data. spreadsheets.9 Adding an Attachment Use Calendar. Enter a description for the attachment. Next. URLs. Notes. Previous. navigate to the file you want to attach. Text: Enter the attachment text in the text field (no more than 2000 characters). 2. Click Attachments in the side navigation bar. all from the same window.

Note: Click the source number link to view the source or the name link to view the details of the record. The File name appears in the text field. or click Clear to reset the original values in the window. Click Create to add the attachment to the Appointment. For example. 5. Managing Appointments 31-13 . See Also ■ ■ ■ ■ ■ Viewing and Updating Appointment Details Creating an Appointment Creating Repeating Task or Appointment Defining Attendees for an Appointment Relating Appointments and Tasks to Source Objects 31. URL: Enter the URL address.10 Relating Appointments and Tasks to Source Objects Use the References window to relate an appointment or task to a business object.Relating Appointments and Tasks to Source Objects c. but the same note cannot be related to the same task twice. A note can be related to two different tasks. you can relate it to that campaign so the information appears to anyone who views the appointment or task. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the References window by clicking References in the Appointment Details window. Perform the following steps to relate an appointment or task to another business object. if an appointment or task relates to a specific business campaign.

The following topics provide additional information on bins: 31-14 Oracle CRM Application Foundation User Guide . 5. the task bin shows a modified task summary.Working with Bins Steps 1. The calendar bin shows the current calendar month. and the appointment bin shows the current day’s appointments. you can click it to clear the row. 4. See Also ■ ■ ■ ■ ■ Viewing and Updating Appointment Details Creating an Appointment Creating Repeating Task or Appointment Adding an Attachment Defining Attendees for an Appointment 31. The information is added to the Type and Name columns and a confirmation window opens to confirm the information was updated. which appear in the daily view of your calendar. Select the business object you want to reference the business object and click Select. Note: If the row contains a Remove check box. Select the Remove check box next to the business object and click Update to delete it from the list. A list of business objects appear in the window. 2. are shown in the task and appointment bins. Select the Related Object from the drop-down list. The field populates with the business object. Enter the name of the business object (application) or enter at least two characters in the search field or click Go to access the lookup tool. 3. Only tasks and appointments (including task and group calendar items) to which the user has access.11 Working with Bins Bins provide a quick look at the current days appointments and tasks. you can select the check box and update the window to delete the record. Click Update to add the information to the table. If the row contains a Remove icon.

For information regarding the Personalize link. Perform the following steps to view your calendar and appointment bins.12 Viewing Your Calendar and Appointment Bins If you are running Calendar integrated with another Oracle CRM module. Note: ■ ■ When you switch to another calendar that you are subscribed or have access to. When you create an appointment. The time column shows the start time of the appointment and the name shows the appointment name. please see the Oracle CRM Technology Foundation Concepts and Procedures. your calendar and task bins still reflect your personal appointments and tasks. If a start time is not specified when the appointment is created.Viewing Your Calendar and Appointment Bins ■ ■ ■ Viewing Your Calendar and Appointment Bins Viewing the Task Bin Editing Your Task Bin Note: For more information regarding the implementation and customization of bins. use calendar bins as a quick look at your daily calendar and appointments. "All Day" appears in the time column. ■ Prerequisites None Responsibility CRM Application Foundation User Managing Appointments 31-15 . 31. ■ The calendar bin shows you the monthly view of your calendar while the appointment bin shows you all the items that appear on the daily view of your calendar including tasks and appointments. please see the Oracle CRM Technology Foundation Concepts and Procedures. it appears in your appointment bin for the specified day. The appointment bin has two columns.

From the daily view of your calendar. click any appointment name to display the Appointment Details window or click on the current date to access the daily view of your calendar. to access the daily view of your calendar. 3. click Home on the main navigation bar. click on any date. In the calendar bin. In the calendar bin. 2. Your Personal Homepage appears containing your two calendar bins. or the Today’s date link.Viewing Your Calendar and Appointment Bins Navigation Navigate to your Homepage. 31-16 Oracle CRM Application Foundation User Guide . The first bin contains a list of your appointments for the current day including the time and name. In the appointment bin. Steps 1. you can also click on the current month or year to access the monthly view of your calendar.

1 Changing Your Personal Preferences Use Calendar preferences to control the way you view your calendar. Note: ■ Selecting No for email notifications overwrites sending an email to an invitee and the invitation only appears on the resource’s calendar. Perform the following steps to modify your personal preferences.32 Customizing Your Calendar Preferences This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ Changing Your Personal Preferences Defining Privileges for Your Calendar Working with Group Calendars Subscribing to a Group Calendar Requesting a New Group or Public Calendar Switching to Another Calendar Adding and Removing Task Categories Defining Your Time Zone 32. please see the Oracle CRM Technology Foundation Concepts and Procedures. For more information regarding the Preferences and Personal Profile links accessed through the profile icon. ■ Customizing Your Calendar Preferences 32-1 .

■ ■ 3.Changing Your Personal Preferences Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link. The default is set to Yes. Select the way you want your appointment time increments to display. Select your personal preferences: ■ Select whether or not you want an email notification sent to the attendees when you send an invitation to an appointment. Select the start time and end time you want to display on your calendar for each day of the week. See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Requesting a New Group Calendar Switching to Another Calendar Adding and Removing Task Categories Defining Privileges for Your Calendar Defining Your Time Zone 32-2 Oracle CRM Application Foundation User Guide . Steps 1. For example. For example. Click Update when you are done modifying your preferences. ■ 2. Sunday through Saturday or Monday through Friday. Select if you want your clock to display in intervals of 12 or 24 hours. Select calendar display preferences: ■ Select what order you want the weeks on your calendar for the Weekly view to begin and end. 15 minute or 30 minute increments.

The user name populates the text field. Click Privileges in the side navigation bar. ■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link. A list of resources appears in the window.2 Defining Privileges for Your Calendar Use Calendar privileges to grant another user view only or full access to your personal calendar. only you are able to view it. Enter the user name in the text field next to the access you wish to grant (view only or full access) or click Go to search for a user. b. The Privileges window opens. Click Add to add the user name to the multi-line text field and click Update. 2. a. Steps 1. Enter at least one character for the search criteria and click Go. Customizing Your Calendar Preferences 32-3 . the appointment remains private. Perform the following steps to set calendar privileges. 3. Note: ■ For more information regarding the Preferences and Personal Profile links access through the profile icon. please see the Oracle CRM Technology Foundation Concepts and Procedures. Even if you grant privileges to a user to view your calendar. The Lookup window opens. If you have a private appointment. Select the option button of the resource you want to grant privileges to and click Select.Defining Privileges for Your Calendar 32.

If you are requesting a group calendar. which entitles you to administer future subscription requests to that calendar. Note: ■ You cannot create a private appointment in association with a public calendar. you receive a notification and become the owner of the group calendar. a workflow process is started and the calendar is created automatically. ■ ■ Requesting a New Group Calendar Subscribing to a Group Calendar The Calendar Administrator. please see the Oracle CRM Technology Foundation Concepts and Procedures.4 Requesting a New Group or Public Calendar When you request a new group or public calendar. For more information regarding the Preferences and Personal Profile links accessed through the profile icon.Working with Group Calendars See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Requesting a New Group Calendar Switching to Another Calendar Changing Your Personal Preferences Adding and Removing Task Categories Defining Your Time Zone 32. can also see an additional drop-down menu shown in the Group Calendar Subscription window to view group calendar subscription information. Any subsequent subscription requests are then sent directly to your worklist for your approval. Once approved. ■ Viewing Group Calendar Subscription Information 32.3 Working with Group Calendars See the following sections to subscribe to or request a new group calendar. but not any other users. ■ 32-4 Oracle CRM Application Foundation User Guide . Perform the following steps to request creation of a new group calendar. the request is sent to the Calendar System Administrator for approval.

6. The Group Subscription window opens. Click Request New Group. 2. 3. See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Switching to Another Calendar Changing Your Personal Preferences Adding and Removing Task Categories Defining Privileges for Your Calendar Defining Your Time Zone Customizing Your Calendar Preferences 32-5 . Steps 1. Enter a name for the group.Requesting a New Group or Public Calendar Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link. Click Send Request. A workflow notification is sent to the Group Calendar Administrator who determines whether or not the request is approved. Select the Public check box if you are requesting a public calendar. Enter a description for the group. Click Group Calendar in the side navigation bar. 4. The Request New Group window opens. 5.

The Group Name and Group Description fields information populates the corresponding fields. Select the option button of the calendar you want to add and click Select. a. The Subscribe to Group Calendar window opens. can modify it. Click Subscribe to Group. The Group Subscription window opens displaying all group calendar you are currently subscribed to. A list of calendars appear in the window. please see the Oracle CRM Technology Foundation Concepts and Procedures. Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link. 2. The group calendar then appears in your personal calendar. Prerequisites A group calendar must exist. b.Subscribing to a Group Calendar 32. Enter at least one character in the search field and click Go. Note: For more information regarding the Preferences and Personal Profile links accessed through the profile icon. Perform the following steps to gain access to a group calendar.5 Subscribing to a Group Calendar A calendar user can subscribe to a group calendar. 3. If your subscription request is approved by the group calendar owner. the group calendar appears in the Calendar Group Subscription window the next time you accesses it. 32-6 Oracle CRM Application Foundation User Guide . or a calendar user granted full access to the calendar. Steps 1. Enter the name of the group calendar you want to subscribe to or click Go to search for a group. Only the Group Calendar Administrator. Click Group Calendar in the side navigation bar.

or add new appointments.6 Switching to Another Calendar Use the Switch to Another Calendar window to view a group calendar that you own or to view another user’s personal calendar if you have been granted access privileges. can select the Key Account group calendar if he wants to create or update activities. Click Subscribe. and has view-only access privilege to Elizabeth’s personal calendar. The group calendar subscription confirmation window opens confirming that your subscription has been submitted. See Also ■ ■ ■ ■ ■ ■ ■ Requesting a New Group Calendar Switching to Another Calendar Updating Group Calendar Subscription Information Changing Your Personal Preferences Adding and Removing Task Categories Defining Privileges for Your Calendar Defining Your Time Zone 32. Click Back to return to the Group Calendar Subscription window. The workflow notification is sent to the Calendar Group Administrator. If Paul is an assistant for Elizabeth Smith.Switching to Another Calendar 4. 7. Using the drop-down list. the owner of the Key Account group calendar. Timothy. select which color you want the group to display in your calendar. then Paul can also see Elizabeth’s name shown in the User or Group Name field’s drop-down list. Customizing Your Calendar Preferences 32-7 . Paul is not able to select the Key Account group calendar because Paul is not the owner of that group calendar. Paul Henry can select the Key Accounts group calendar after he receives approval from Timothy Cleary. 5. He can switch to Elizabeth’s personal calendar and view her schedule if needed. 6. a sales director. the owner of the Key Accounts group calendar. but cannot make updates. For example. Enter the prefix for the group calendar items.

3. Click Switch Calendar. you need to go to switch calendar and switch back. For example. Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link in the upper right corner of the UI. Access to calendars and the ability to view the associated contents kick in only when you switch calendar and not in any other context. 32-8 Oracle CRM Application Foundation User Guide . 2. Perform the following steps to switch to another calendar view. Prerequisites You must own or have access to another calendar.Switching to Another Calendar It is important to note that when you switch a calendar. To switch back to your personal calendar. With in this context if you come back to the Views subtab. you can still see your tasks and notes by navigating to the Tasks or Notes subtab. Click Switch Calendar in the side navigation bar. Select to view another calendar you own or have access to from the drop-down list. please see the Oracle CRM Technology Foundation Concepts and Procedures. you cannot drill down to the appointment. you are still in the switch calendar mode. Access to appointments is based on whether you are the owner of the appointment or an attendee. you can drill down to the appointment only if you are the owner or the attendee of that appointment. The new calendar opens in the daily view. Steps 1. when you search a note whose source is an appointment. Note: For more information regarding the Preferences and Personal Profile links accessed through the profile icon. The Switch to Another Calendar window opens. Otherwise.

■ Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link. Steps 1. please see the Oracle CRM Technology Foundation Concepts and Procedures. Perform the following steps to create a new task category. Click Categories in the side navigation bar. 2.7 Adding and Removing Task Categories Use Calendar to create personalized task categories to classify your appointments or tasks. Enter a name for the category into a blank field under the category column. Customizing Your Calendar Preferences 32-9 . Note: ■ The default category "Unfiled" exists for all users and cannot be deleted. The Categories window opens. For more information regarding the Preferences and Personal Profile links accessed through the profile icon.Adding and Removing Task Categories See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Requesting a New Group Calendar Changing Your Personal Preferences Adding and Removing Task Categories Defining Privileges for Your Calendar Defining Your Time Zone 32.

Perform the following steps to change your time zone information for Calendar and all integrated Oracle Products. The User Time Zone window opens. please see the Oracle CRM Technology Foundation Concepts and Procedures. Click Time Zone in the side navigation bar. Note: For more information regarding the Preferences and Personal Profile links accessed through the profile icon. Click Update to save your changes or click Restore to revert back to the original information. See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Requesting a New Group Calendar Switching to Another Calendar Changing Your Personal Preferences Defining Privileges for Your Calendar Defining Your Time Zone 32. Select the Remove check box next to the category and click Update to delete it. Steps 1. Prerequisites None Responsibility CRM Application Foundation User Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile link.Defining Your Time Zone 3. 32-10 Oracle CRM Application Foundation User Guide .8 Defining Your Time Zone Use the time zone window to determine what time zone your appointments take place in when you are creating an appointment. 4.

Click the Go button to select the time zone you want to specify as your default. See Also ■ ■ ■ ■ ■ ■ Subscribing to a Group Calendar Requesting a New Group Calendar Switching to Another Calendar Changing Your Personal Preferences Defining Privileges for Your Calendar Adding and Removing Task Categories Customizing Your Calendar Preferences 32-11 . 5.Defining Your Time Zone 2. The name populates the text field. Select the option button of the time zone you want to define and click Select. Click Update to save your changes. 3. Enter at least two characters in the search field and click Search. A list of time zones appear in the window. 4.

Defining Your Time Zone 32-12 Oracle CRM Application Foundation User Guide .

1 Viewing and Approving New Group Calendar Requests Note: The following procedure must be done in Forms. If the request is approved. the group calendar requestor receives a notification. The Calendar Administrator can approve or reject a new group calendar request. and is then responsible for approving future subscription requests for that group calendar.33 Administering Group Calendars This chapter covers the following topics: ■ ■ ■ ■ Viewing and Approving New Group Calendar Requests Viewing and Approving Subscription Requests Viewing Group Calendar Subscription Information Updating Group Calendar Subscription Information 33. Whether or not the group calendar request is granted or rejected. Note: If you are running Calendar integrated with Oracle Sales Online (OSO). the Group Calendar Administrator. Administering Group Calendars 33-1 . Perform the following steps to approve a group calendar request. the requestor automatically becomes the owner of the group calendar. you are able to view notifications from your worklist in HTML.

Review the request. select No in the response drop-down list if you want to deny the request. 33-2 Oracle CRM Application Foundation User Guide . 3. See Creating a Calendar Administrator section of the CRM Application Foundation Implementation Guide for details. ■ Responsibility System Administrator CRM Application Foundation User (or the JTF HTML Calendar User) Workflow User Web Application Preferences Navigation Navigate to your homepage worklist in Forms. The user must be a Calendar Administrator.Viewing and Approving Subscription Requests Prerequisites ■ You must configure your Personal Home Page (PHP) and create a worklist to receive notifications. See Also ■ ■ ■ Viewing and Approving Subscription Requests Viewing Group Calendar Subscription Information Updating Group Calendar Subscription Information 33.2 Viewing and Approving Subscription Requests Note: The following procedure must be done inForms. In the lower portion of the window. 2. 4. The Notification Details window opens. Click on any request link. Steps 1. or select Yes to accept it. Click the corresponding button to approve or deny the request.

to deny it. to grant the request. Click the corresponding button to approve or deny the request. select read-only access from the Response drop-down list and click Approve. 4. In the lower portion of the window. Prerequisites You must configure your Personal Home Page (PHP) and create a worklist to receive notifications. You worklist reappears in the window. Review the request. you become the owner of that calendar and are responsible for responding to all future subscription requests. Steps 1. Click on any request link. The user must be a Group Calendar Administrator who has the administrator access privileges Responsibility CRM Application Foundation User JTF HTML Calendar User Navigation Navigate to your homepage worklist in Forms. 3. 2. The Notification Details window opens. Perform the following steps to respond to a request to subscribe to your group calendar. See Also ■ ■ ■ Viewing and Approving New Group Calendar Requests Viewing Group Calendar Subscription Information Updating Group Calendar Subscription Information Administering Group Calendars 33-3 . or click Reject.Viewing and Approving Subscription Requests When you receive an approval for a new group calendar.

(Optionally) select Show All from the drop-down list to review all group calendars. can see an additional drop-down menu. besides the Request New Group and Subscribe to Group buttons. Color.3 Viewing Group Calendar Subscription Information In order to be able to review group calendar subscription information. Review the group calendar information that HTML Calendar Administrator has subscribed to in the Calendar Group Subscription window. Steps 1. See Creating a Calendar Administrator for more information on defining user roles. 33-4 Oracle CRM Application Foundation User Guide . The Calendar Group Subscription window opens with Show Subscribed selected in the drop-down menu next to the Subscribe to Group button. Prerequisites You must be the Calendar Administrator. click Group Calendar in the side navigation bar. with the following choices listed in the Calendar Group Subscription window: ■ ■ Show Subscribed (Default) Show All The default for the drop-down menu is Show Subscribed. This lists the group calendars that HTML Calendar Administrator is currently subscribed to. and Prefix information. the Calendar Administrator. 2. In the Calendar Personal Preferences window. Responsibility System Administrator Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile icon.Viewing Group Calendar Subscription Information 33. but not any other users. Description. then all group calendar’s names and descriptions will be shown in the Calendar Group Subscription window. If Show All is selected. 3. The Calendar Group Subscription window appears with Group Calendar Name.

Additionally. Add or Remove Group Calendar Administrators Besides the basic group calendar updates. Click Update to save the changes. It is important to note that there is also a table listing all the Group Calendar Administrators for the selected group calendar. Basic Group Calendar Subscription Updates After opening the subscribed group calendar. However.4 Updating Group Calendar Subscription Information After approvals from the Calendar Administrator for a new group calendar request or from the Group Calendar Administrator for a subscription request. a user who is a Calendar Administrator or a Group Calendar Administrator can see an extra Remove check box shown in the table next to the Name field if the administrator has been identified. The Color and Prefix Event Title fields are used to differentiate which activities displayed in your personal calendar belong to the subscribed group calendar. an average user cannot modify any of them. any users can update their subscribed group calendars shown in the Calendar Group Subscription window. a user can modify the subscription information by changing the color and prefix event title information for the selected group calendar. All the information in this table is read only. Any changes made to the administrators will be confirmed by a message indicating your update is successful.Updating Group Calendar Subscription Information See Also ■ ■ ■ Viewing and Approving New Group Calendar Requests Viewing and Approving Subscription Requests Updating Group Calendar Subscription Information 33. Administering Group Calendars 33-5 . the level of calendar updates is based on the user types. An average user who is neither a Calendar Administrator nor a Group Calendar Administrator can have basic group calendar subscription updates. click Unsubscribe to revoke the selected group calendar subscription. However. A user who is a Calendar Administrator or a Group Calendar Administrator can further update the list of Group Calendar Administrators (owners) shown in a table format for a selected group calendar besides the basic updates. A user with administrator role can add more Group Calendar Administrators from the Name LOV if necessary.

Before removing existing administrators. Otherwise. This means that even if another administrator grants the subscriber Full Access later. such as Read. Prerequisites Users with the administrator role (a Calendar Administrator or a Group Calendar Administrator) can update administrators for a given group calendar. the access privilege of the subscriber to the group calendar is based on the level granted by the first approver. However. Do not have too many Group Calendar Administrators for the same group calendar. the access level for the subscriber is still Read.Updating Group Calendar Subscription Information Note: each group calendar must have at least one Group Calendar Administrator. or the Administrator access to the user who acts as the Group Calendar Administrator. if one of them approves the request and grants the subscriber an access level. "The resource you selected is already a group calendar administrator. an error message pops up. the Group Calendar Administrator can grant the Full Access to the user who needs to create or update the group calendar’s appointments. Users who have the administrator access privileges become the Group Calendar Administrators. then an error message also pops up. Otherwise. then a subscriber’s request will be sent to all of the Group Calendar Administrators. it is suggested that grant only one additional user the Administrator access. For example. the system will ignore the approvals from other administrators. if a group calendar has more than one Group Calendar Administrator. "You have to select a new group calendar administrator before you remove all of the existing ones!" If a duplicate name (administrator) is selected. the administrator should always grant the Read Only access to the rest of subscribers. Responsibility CRM Application Foundation User JTF HTML Calendar User 33-6 Oracle CRM Application Foundation User Guide . you must make sure that each group calendar must have at least one Group Calendar Administrator listed in the table." After you update the administrators. Tips: Although you can have more than one Group Calendar Administrator for a group calendar. While responding to the group calendar subscription requests. for the backup purposes.

b. 2. 4. In the Calendar Personal Preferences window. To unsubscribe the selected group calendar. Steps 1. Click Update to save the changes. Change the color and prefix event title information for the selected group calendar.Updating Group Calendar Subscription Information Navigation Navigate to the Calendar Personal Preferences window by clicking the Profile icon. click Unsubscribe to revoke the subscription. b. click Group Calendar in the side navigation bar. c. Use the Name LOV and click Go to retrieve the administrator whom you want to add to the calendar. Click the Update to save the changes. 3. Click the group calendar name to open the Group Calendar Subscription Update window. To update the group calendar subscription information: a. Select the Remove check box next to the administrator whom you want to remove. 5. See Also ■ ■ ■ Viewing and Approving New Group Calendar Requests Viewing and Approving Subscription Requests Viewing Group Calendar Subscription Information Administering Group Calendars 33-7 . To update the administrators if you are a Calendar Administrator or a Group Calendar Administrator: a. The Calendar Group Subscription window opens with a list of your subscribed group calendars.

Updating Group Calendar Subscription Information 33-8 Oracle CRM Application Foundation User Guide .

Part VII Forms-based Calendar This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ Introduction to the Oracle Forms-based Calendar Overview of using the Oracle Forms-based Calendar Managing the Forms-based Calendar .

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Calendar setup uses shifts and patterns to define time availability and accommodate the most complex situation for a resource. and assign a resource to a shift.1 Calendar Setup window Use the Calendar Setup window to create time periods in a Calendar Datebook for yourself or another resource. The following topics provide additional information on calendar setup and the datebook: ■ ■ Calendar Setup Window Calendar Datebook 34.1 Overview of the Oracle Forms-based Calendar Calendar is a scheduling tool used to define and view available and non-available time for a resource or group of resources.1. associate work shifts to a calendar. Introduction to the Oracle Forms-based Calendar 34-1 . depending on availability.34 Introduction to the Oracle Forms-based Calendar This chapter covers the following topics: ■ ■ ■ Overview of the Oracle Forms-based Calendar Oracle Forms-based Calendar Integrations Process Flow for the Oracle Forms-based Calendar 34. You can define both your working hours and your unavailable hours such as holidays and vacations. You can create a calendar for yourself or another resource.

and day 5 can be free. the resource can be assigned shift A. Field Support. which makes it possible for graveyard shifts to be covered with one shift instead of two. and then days 6 and 7 shift B. Non-available time includes: ■ ■ ■ ■ ■ Personal appointment Public holidays Meetings Vacations Illness 34-2 Oracle CRM Application Foundation User Guide . 10:00pm-2:00am. On days 1 through 4. a shift can be created that defines the default working week Monday to Friday 8:30 to 17:00. starts at 20:00 and lasts 12 hours. Example ■ ■ ■ Shift A. What is a Shift Pattern? A set of shifts that are set as a pattern. What is a Shift? A shift defines when a person is available to work. starts at 8:00 and lasts 9 hours. In previous versions. such as.Overview of the Oracle Forms-based Calendar What is Available Time? Available time is defined using shifts and patterns. For example. Shift B. What Is Non-available TIme? Non-available time is a defined block of time when a resource is not available to accept a task. two separate shifts had to be created to cover a shift which spanned between two separate days. Stand By. It is the time a resource is available for scheduled work. Note: The Forms-based version of Calendar includes the ability to support a 24 hour shift.

or a group of resources. Resource Manager to locate a specific resource for different calendar views. Assignment Manager uses Calendar to display resource work shift information through the Gantt chart.2 Calendar Datebook Use the Calendar Datebook to view time availability for yourself.1. Introduction to the Oracle Forms-based Calendar 34-3 . ■ The Forms-based Calendar is widely used by various Oracle modules across CRM. ■ 34. Service applications can then use Assignment Manager to locate appropriate resources for a service request or a task. ■ TeleService and Field Service uses Calendar to access the Calendar Datebook to view a specific resource’s availability and assign task information.2 Oracle Forms-based Calendar Integrations The Forms-based Calendar uses the following Oracle modules to provide functionality: ■ Task Manager (Forms) to create a personal Todo List (tasks) and different calendar views.3 Process Flow for the Oracle Forms-based Calendar The following table describes the order and process of using the Forms-based Calendar. you can: ■ ■ Create a ToDo list for the day. or month Access the Tasks application to edit a task 34. week. In your Datebook you can view: ■ ■ ■ ■ Working hours Assigned tasks Personal appointments Official holidays and vacation days In addition. a resource’s schedule can be viewed in a daily. weekly. a resource. or monthly format.Process Flow for the Oracle Forms-based Calendar 34. In the datebook.

or time off for yourself. View a work shift. Create Tasks and ToDos in a Calendar View a Datebook Create a ToDo List 34-4 Oracle CRM Application Foundation User Guide . a resource. Create a personal ToDo list for yourself in your personal calendar. or a group of resources. task.Process Flow for the Oracle Forms-based Calendar Table 34–1 Steps Forms-based Calendar Process Description Access your personal calendar to create and edit tasks and ToDos.

Steps Click the Datebook icon from the application icon menu to access the Calendar Datebook.1 Accessing the Oracle Forms-based Calendar Interface Perform the following steps to log in to the Forms-based Calendar.2 Summary of Oracle Forms-based Calendar Tasks Use the Oracle Forms-based Calendar to perform the following tasks: Overview of Using the Oracle Forms-based Calendar 35-1 . Responsibility Telesales Agent Navigation Navigate to the eBusiness Center. Prerequisites You must be an employee type resource to use calendar.35 Overview of Using the Oracle Forms-based Calendar This chapter covers the following topics: ■ ■ Accessing the Oracle Forms-based Calendar Interface Summary of Oracle Forms-based Calendar Tasks 35. 35.

Summary of Oracle Forms-based Calendar Tasks Chapter 37. Managing the Forms-based Calendar 35-2 Oracle CRM Application Foundation User Guide .

Perform the following steps to gain access to your personal calendar and create and edit tasks and ToDos.36 Managing the Oracle Forms-based Calendar This chapter covers the following topics: ■ ■ ■ Creating Tasks and ToDos in a Calendar Viewing a Datebook Creating a ToDo List 36. Steps 1.1 Creating Tasks and ToDos in a Calendar Use the Calendar Datebook functionality in the Oracle Telesales application to view scheduled activities and create todo lists. Responsibility Telesales Agent Navigation Navigate to eBusiness Center. Prerequisites You must have a personal calendar. Managing the Oracle Forms-based Calendar 36-1 . 2. (Optional) Select All Tasks option button and click New to create a task. Select any group in the Role and Group field of the Choose Role and Group window and click OK if necessary. 3. Click the Calendar Datebook icon from the eBusiness Center.

Steps 1. Save your changes and close the Calendar. 36. or Month tab depending on the time period you want to view. The Create/Edit Todo form opens. or a group of resources. From the Calendar Name field. See Creating a ToDo List for more information on creating a todo list. task. Fill in the appropriate information and click OK. select the resource or group of resources available for the chosen calendar. From the drop-down list next to the Resource Employee field.Viewing the Datebook The Tasks window opens. or time off for yourself or another resource. 5. The Calendar Datebook is specific to the Telesales application. Updating. Perform the following steps to view the datebook. See Creating. (Optional) Select ToDo and click Private Tasks option button and click New to create or edit a ToDo. Select either the Day. Week. 3. 4. a personal or work calendar. 2. select the calendar name you want to view. and Finding Tasks for more information on creating tasks. Prerequisites None Responsibility Telesales Agent Navigation Navigate to eBusiness Center.2 Viewing the Datebook Use the Datebook window to view a work shift. 36-2 Oracle CRM Application Foundation User Guide . For example.

6. Steps 1.3 Creating a ToDo List You can create a personal ToDo list for yourself. Enter the effective dates and click OK. 5. Enter the priority. Enter the status. Click New. Enter a description of the ToDo. Select the Private Tasks option button. 3. 4. 2. 7. Prerequisites None Responsibility Telesales Agent Navigation Navigate to eBusiness Center. The Create/Edit ToDo window appears.Creating a ToDo List 36. This entry appears in the ToDo region. Managing the Oracle Forms-based Calendar 36-3 . Enter the name of your ToDo. Perform the following steps to create a ToDo list.

Creating a ToDo List 36-4 Oracle CRM Application Foundation User Guide .

Part VIII Interaction History This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ ■ Introduction to Oracle Interaction History Overview of Using Oracle Interaction History Forms-based Interactions Forms-based Interaction History Activities HTML Interactions HTML Interaction History Activities .

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37 Introduction to Oracle Interaction History This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ Overview of Oracle Interaction History Oracle Interaction History Integrations Process Flow for Oracle Interaction History What’s New in This Release Terms and Definitions How does Interaction History Work? Interaction History Features 37. ■ ■ ■ What is Interaction Data What is an Interaction? What is an Activity? Introduction to Oracle Interaction History 37-1 .1 Overview of Oracle Interaction History Interaction History tracks all customer-agent interactions (also referred to as touch points) and serves as a repository for the resulting interaction data. This information can be accessed by using the Interaction History graphical user interface (GUI). or by using the GUI of an application that is integrated with Interaction History. or through other applications that use Interaction History. The following sections describe the purpose and function of Interaction History. Applications record touch points through the Interaction History framework itself.

When an interaction is closed. campaign.Overview of Oracle Interaction History ■ What are Media and Media Items? 37. and notes. Interaction data often identifies the customer. Therefore.1. agent. Example An interaction is a customer call into an agent requesting a quote on a printer. Interaction History is primarily used by Sales and Marketing. account number. Multiple forms of communication or media items between the party and the agent can be incuded in a single interaction. the outcome and result of an interaction or activity. 37. activity duration. Example When a new note is created and associated with a service request. and enhances their ability to serve them effectively. a new interaction activity is recorded stating that the service request was updated. The interaction activities are: ■ ■ ■ Calling the agent The agent obtaining a quote The agent sending a fax 37-2 Oracle CRM Application Foundation User Guide .2 What is an Interaction? An interaction is a point of contact or touchpoint between a human or automated agent and a party such as a customer. date and time. Interaction History records the occurrence of the interaction and the time stamp when it occurred but the details of the note are accessible from the Workbench tab or Tool menu of the service request form. activity type.1 What is Interaction Data? Interaction data provides agents with a detailed history of their organization’s relationship with its customers. The activities include the agent obtaining a quote and sending a fax.1. it becomes an historical record that subsequently cannot be altered or modified. or a potential customer. a customer system. All Interaction History records are stored as historical records in the database. An interaction is a timed entity with an outcome and a result that can be tracked. there are multiple activities for a single interaction.

and the media item is the telephone call. she or he can log in to one of the Service applications to create a task or service request based on the customer needs. and the media item is the actual fax. For the second activity. The Universal Work Queue (UWQ) provides a unified view and access framework allowing Interaction Center users to view information about work.1. 37. Some examples of activities include an agent transferring a call. an agent emailing a marketing brochure. the media is the telephone. Activities are recorded in Interaction History and can be viewed by using the Interaction History windows accessed from calling applications. or a customer placing an order. and routes into a call center. TeleService.1. 37. One or more media items can be associated with a single activity. and launch work into appropriate underlying application.3 What Is an Activity? An activity is a business action performed by an agent as part of a customer interaction using one or more methods of communication called media items. This enables the right call to get to the right agent each time. automatic teller machines (ATMs). select work. Telephones.2 Interaction History’s Dependencies and Integration The following Oracle CRM applications integrate with Interaction History: ■ An inbound call from a customer passes through the Private Branch Exchange (PBX).4 What Are Media and Media Items? Media items are inbound and outbound communications that take place between a customer and a human or automated agent. work load. 37. ■ ■ ■ Introduction to Oracle Interaction History 37-3 . All inbound and outbound telephone calls are facilitated by the Oracle Telephony Manager (OTM) system. and email messages are examples of media. Telephone conversations and email correspondence between customers and agents are examples of media items. a system or a CRM application. fax machines. request media work items. OTM acts as the vehicle for executing intelligent rules-based routing.Interaction History’s Dependencies and Integration For the first activity. the media is the fax machine. a business phone system. When an agent is assigned to take an inbound call. Media are the individual communication channels through which media items are delivered. for example.

any agent can check which script was used and have an exact understanding of what transpired. For example. The agent uses a script (with call guides to agents) to communicate with this customer and a service request is created.Process Flow for Oracle Interaction History Interaction History is integrated with Scripting which enables users to communicate with customers using a script. In addition. no changes are made to Interaction History’s user interfaces. The next time this customer calls. She or he can also attach a note to this open task. ■ ■ ■ ■ ■ ■ ■ Oracle Multi-Channel Manager Oracle iCenter Oracle Advanced Outbound Oracle Universal Work Queue Oracle Customer Care Oracle Support Oracle Telesales 37. 37-4 Oracle CRM Application Foundation User Guide . Oracle Trading Community Architecture (TCA).3 Process Flow for Oracle Interaction History The following table describes the order and process of using Interaction History. When the activity of service request is created and written to Interaction History. For this release. Customer related information can be queried from the shared repository. a customer places a call into a call center to complain about the lack of service that he received. any document sent out by Fulfillment can also be part of this interaction information. Interaction History is integrated with the following Oracle CRM applications. the script transaction identifier is passed through a framework and stored in association with the activity. An appropriate resource (engineer) that resides in the Resource Manager could then be assigned to this open task or service request. All the information (touch points) between an agent and a customer through an inbound call can be stored in Interaction History.

HTML Forms. Clicking the Action-Activity Type link launches the page required to perform this action.4. you can view them. (Optional) After searching for interactions. HTML Forms.7. (Optional) Search for activities related to the interaction or customer. HTML Forms. (Optional) View the attached notes associated with the interaction.4 What’s New In This Release This release of CRM Application Foundation has many new features subsequent to the 11. Interaction and Activity Search Filter Fields are Case Insensitive The interaction and activity search filter fields are no longer case sensitive. release. These buttons are only applicable to applications that are integrated with Interaction History.5. HTML Forms. (Optional) View the attached notes associated with the selected activity. HTML Forms. (Optional) View attachments associated with an interaction that were recorded by third parties in the Forms-based interface. (Optional) View the activities associated to the interaction. Introduction to Oracle Interaction History 37-5 . Interactions Have New Search Criteria The Interaction History UI contains radio buttons that enable customers to search for all interactions or to search interactions for a current customer. Actions Can Be Paired with Activity Types in the HTML Administrative GUI The side bar navigation of the Interaction History HTML Administrative GUI contains an option for pairing actions with activity types. HTML Performed By IH Administrator IH Administrator IH Administrator IH Administrator IH Administrator IH Administrator IH Administrator Search Interactions View Interactions View Interaction Notes Search Activities View Activities View Activity Notes View Migrated Attachments 37.What’s New In This Release Table 37–1 Steps Interaction History Process Description (Optional) Search customer-agent interactions by identifying criteria used in the search. HTML Forms. Type Forms.

Terms and Definitions 37. A media device is a type of media controller that resides outside of software. An example of a media device is a phone. Interactions include activities. the fax machine.5 Terms and Definitions The following table describes Interaction History terms and definitions. or a resource system. IH acts as the central repository and provides a consistent framework for tracking all automated or agent-based customer interactions. Interaction Interaction History (IH) Media Media Device 37-6 Oracle CRM Application Foundation User Guide . Table 37–2 Term Activity Component Interaction History Terms and Definitions Description An activity is a business action performed by an agent such as sending a fax. a resource. the key responsibilities. or a cell phone. An example of a touchpoint is a phone call between an agent and a customer. updating a service request. media. An interaction is a touch point that occurs between a customer. The interaction framework dictates the architecture. IH provides CRM applications with a common framework for capturing and accessing all "interaction" data associated with customer contacts. and the thread of control. A component is a coherent package of software implementation that: ■ ■ Is independently developed and delivered Has explicit and well-specified interfaces for the services it provides Has clearly defined interfaces for services it expects from others Composed with other components customizing some of their properties. and media items. or creating a note. Examples can include: the phone. a customer system. Not all media have media devices. an ATM. how the classes and objects collaborate. without modifying the components themselves ■ ■ Framework A framework is a collection of collaborating classes. It defines the overall structure. Media represents the communication channel through which an activity takes place. its partitioning into classes and objects.

Often it will provide a staging area for the media to reside in until it is ultimately delivered to the consumer. They are generated by a customer directly. From. and email servers.Terms and Definitions Table 37–2 Term Media Item Interaction History Terms and Definitions Description Media items represent a communication occurrence that is handled by a CRM Application or user. the system. the agent. The information adds additional context to the media or provides information on how to gain access to the media. outbound telephone calls. ANI. Media Lifecycle Media Metadata Media Provider Media Type A media type describes the broad classification that a media item can be grouped into. A task template is a skeleton or surrogate task. A Media Lifecycle is a unit of time associated with the handling of a media item. Object An object is any identifiable individual or thing. and To. ATM. A media provider is the source or entry point of media into a call or service center. queuing. or a CRM Application and can be inbound or outbound. or an application and can be inbound or outbound. Tasks Task Group Templates Introduction to Oracle Interaction History 37-7 . A task group template is a grouping of different task templates defined during set up. It can be physical. the IVR for 20 seconds. Subject. They are generated by a customer. or an abstract concept. Examples of media providers are ACD queues. Examples of media types are email. Tasks are often scheduled events and have defined expirations. predictive servers. DNIS for telephone calls. the system. a call that is in the ACD queue for 10 seconds. mail. A task is a discrete unit of work that is assigned to one or more individuals. Media items are multiple types of communication associated with an interaction. It can be the creator of the media of the gateway by which media enters the system. such as a telephone or PBX. and faxes. Media Metadata is data that is associated with a particular type of media. worked by agent "JSMITH" for 45 seconds and then by agent "JDOE" for 20 seconds has four segments in its lifecycle. and Classification for emails. such as a marketing campaign. Examples of media metadata include IVR. Tasks are managed by Task Manager. and media controller. For example. inbound telephone calls. Media that fall into a single media type typically have the same media provider.

the interaction data is captured and tracked within Interaction History. Work items can be either a media item or a task. A task type. and prioritized to provide timely response to customer issues. date range. Interactions can be filtered by customer.6 How does Interaction History Work? When a customer-agent interaction occurs. agent. A task type defines the load for the task. you can view customer-agent interactions. Task Manager Task Types Work 37. effective dates and resources needed for the task. defines the task.7 Interaction History Features Within Interaction History. Task Manager provides a mechanism for tasks to be created. such as a call back. and account number. Work is broadly defined as a collection of items presented to an agent through the CRM E-business application to be processed. campaign. A task can be of many types which are defined during a set up process. activities and notes. agent. The following is an example of the types of interaction and activity data that is tracked: ■ ■ ■ ■ ■ ■ ■ ■ ■ Customer Account Number Agent Campaign Date and Time Activity Type (Media and Activity) Outcome or Result of the Interaction or Activity Duration Notes 37. managed. activity type. assigned. Activities can be filtered by customer. sorted. media 37-8 Oracle CRM Application Foundation User Guide .How does Interaction History Work? Table 37–2 Term Interaction History Terms and Definitions Description Task Manager manages tasks throughout other applications.

7. Since the Interaction History module now handles many of it functions. Staging tables are created where the calling application can upload its data. 37. Contact Oracle Sales Online documentation for procedures on how to migrate the documents in order to view them. Introduction to Oracle Interaction History 37-9 . When the company receives the responses back. A customer’s set of interactions display in the window. the paper clip icon is inactive. The structures of the staging table are similar to the Interaction History tables with two additional columns: SESSION_NO and STATE_ FL. The company can use the marketing tool to look at all the interaction history. Notes that exist for customer-agent interactions and activities are available for viewing in Interaction History.7.2 Importing Mass Data Interaction History can mass import data from third parties. In the HTML version. If there is no attachment associated with the interaction. or media items and upload them into the Interaction History table. activities. attachments are indicated with a paperclip icon in the attachment column in the Interactions Filtering Criteria tab. interactions with attachments have a highlighted paper clip icon.1 Viewing Migrated 3i Attachments One of the functions of the Oracle 3i Interaction Manager. the data is handled and viewed the same way that other interactions from Interaction History are recorded. Example A customer site completes a migration from Oracle CRM 3i to 11i. how do you view attachments from an older application? This release allows you to view attachments that were created with the Oracle 3i Interaction Manager. Upon completion. An agent using the 11i Customer Care Application invokes all interactions. they can keep track of the touchpoints to use in an analysis of their marketing campaign. Once it has been imported. it can be viewed through Forms or HTML. Data is migrated from 3i Interaction Manager records to 11i Interaction History records.Interaction History Features type. 37. was the capability to bind attachments to 3i interactions. and date range. In the Forms-based version. Example A company outsources a mass mailing campaign to a third party. Interaction History has the ability to accept multiple interactions.

7. The Fulfillment server will fetch the SMTP ID for outgoing emails that are sent directly through the SMTP connection. 37. Example A customer places a call into a call center to complain about the lack of service he received. Each message has an identifier which is called the SMTP ID. A SCRIPT_TRANS_ID field is added to the Activities table to store the script transaction identifier. In HTML.4 SMTP Email Identifier Available Fulfillment uses Java Mail to create email messages. For example.Interaction History Features 37. The agent (customer service representative) uses a script to communicate with the customer and a service request is created. For this release. It is not a required field. 37.7.5 Integration With Scripting Interaction History records customer touch points and the script transaction identifier is associated with the activity resulting from the interaction. When the activity of service request is created and written to Interaction History.7. The SMTP ID can be retrieved and stored as part of an interaction activity in the Interaction History module. An activity type of "Script" is also added so that a calling application creates an activity type of script even if no other activities are performed relative to the script. By recording the script transaction identifier. In Forms.3 Viewing Open or Closed Activities An Active Status column on both the HTML and Forms-based module appears in the Interaction History window on the Interactions and Activities tabs. no changes are made to Interaction History’s Agent user interfaces. This ensures that a script transaction related to the touch point is still recorded. you can determine what script was used in the touch point and gain insights into what was actually communicated to the customer. if the activity of service request is created and a script was used during the touch point then the scripting identifier is written to Interaction History and associated with the activity. the check box is checked if it has an active status. the column has a red "X" for closed interactions and a green check mark for interactions that are still open. Interaction History exposes the SMTP ID in the table for calling applications to use. the script transaction identifier 37-10 Oracle CRM Application Foundation User Guide . Interaction History’s framework for adding and updating activities is enhanced to allow the SCRIPT_TRANS_ID to be passed when an activity is created and updated.

any agent can check which script was used and have an exact understanding of what transpired.Interaction History Features is passed through a framework and stored as associated to the activity. The next time this customer calls. Introduction to Oracle Interaction History 37-11 .

Interaction History Features 37-12 Oracle CRM Application Foundation User Guide .

please see the documentation for those products.38 Overview of Using Oracle Interaction History This chapter covers the following topics: ■ ■ Accessing the Oracle Interaction History Interface Summary of Oracle Interaction History Tasks 38. 38.2 Summary of Oracle Interaction History Tasks Use Oracle Interaction History to perform the following: ■ ■ ■ ■ Working with Forms-based Interactions Working with Forms-based Activities Working with HTML Interactions Working with HTML Activities Overview of Using Oracle Interaction History 38-1 .1 Accessing the Oracle Interaction History Interface Interaction History is accessed from the Oracle Marketing Online and Oracle Sales Online applications. For instructions on navigating the Interaction History agent windows.

Summary of Oracle Interaction History Tasks 38-2 Oracle CRM Application Foundation User Guide .

You can also search interactions by choosing a combination of values. For example. The search function is not case sensitive. Once identified. Responsibility Any type of end-user or non-administrative responsibility. the filtered results appear in the Interactions tab in the Interaction History window. campaign. you may need to identify all campaigns that pertain to a particular customer. Perform the following steps to search customer-agent interactions.1 Searching Interactions You can search customer-agent interactions by first identifying the appropriate search criteria and then filtering your search by customer. Navigation Navigate to the Interactions Filtering Criteria Tab Working with Forms-based Interactions 39-1 . or account number.39 Working with Forms-based Interactions This chapter covers the following topics: ■ ■ ■ Searching Interactions Viewing Interactions Viewing Interaction Notes 39. date range. agent. Prerequisites A customer-agent interaction must exist in Interaction History.

Note: Interaction History contains radio buttons that enable users to search interactions by current customer or by all interactions. Notes entered for an interaction in the Oracle CRM application appear in the modal window of the Interactions tab. 5. enter the campaign name. Click OK. 4. 39-2 Oracle CRM Application Foundation User Guide . enter the customer’s account number. You may also specify the time. e.Viewing Interactions Steps 1. In the Customer field. c. but not when Interaction History is operated in standalone mode. enter the customer’s name. Enter the criteria for searching interactions in any of the following fields: a. Click the date on the calendar from which to begin the search. In the Account field. These buttons are enabled for applications that are integrated with Interaction History. 2. The date will display in the Date from field and you will automatically proceed to the Date to field. In the Agent field. In the Date from and to fields. The date will display in the Date to field. click the LOV button in each field to display the calendar. Click the Search button.2 Viewing Interactions After interactions are filtered to facilitate viewing. You can also specify the time. Click the date on the calendar to end the date range. In the Campaign field. Click OK. enter the agent’s name. the data associated with the interactions appears in the Interactions tab. b. 3. 39. Perform the following steps to view customer-agent interactions. d.

3 Viewing Interaction Notes Perform the following steps to view notes in Interaction History. Working with Forms-based Interactions 39-3 . click the interaction you want to view or use the scroll bar to scroll through the interactions. ■ ■ ■ 2. ■ The interaction data is grouped within columns and rows. The currently hi lighted row displays a record indicator. Prerequisites A note must exist for the customer-agent interaction in an Oracle CRM application. Responsibility Any type of end-user or non-administrative responsibility. Expand or collapse columns in the Interactions tab as needed. From the Interactions tab. Dragging your mouse over the heading of a column displays the column description as a tool tip. Navigation Navigate to the Interactions Filtering Criteria Tab Steps 1.Viewing Interaction Notes Prerequisites A customer-agent interaction must exist in Interaction History. Scroll across the Interactions tab to view the column information for the interaction. Close the Interaction History window when the task is completed. Responsibility Any type of end-user or non-administrative responsibility. Notes entered for an interaction appear in the modal window of the Interactions tab. By default. the first interaction that matches the criteria for the search is highlighted. 39. A sort indicator appears in the column header for the column for which the primary sort occurred.

2. 39-4 Oracle CRM Application Foundation User Guide . When you have finished viewing the interaction note.Viewing Interaction Notes Navigation Access the Notes window in the Interactions tab. Select the note to view. click another interaction to view another note. Steps 1. or close the Interaction History window to exit from the interaction view.

activity type. or account number. you can search for activities by activity type. the filtered results appear in the Activities tab in the Interaction History window. agent. For example. and date range. date range. media type. Once you identify the search parameters.1 Searching Activities You can search customer-agent interactions by activity and can filter your search by customer. Responsibility End user Working with Forms-based Activities 40-1 . The search function is case sensitive. Prerequisites An activity must exist for the customer-agent interaction in Interaction History and the calling application.40 Working with Forms-based Activities This chapter covers the following topics: ■ ■ ■ ■ Searching Activities Viewing Activities Viewing Activity Notes Drilling Down on Reference Documents 40. customer. Perform the following steps to search activities within customer-agent interactions. You can also search activities by choosing a combination of search parameters.

b. 40. d. In the Media Type field. In the Activity Type field. enter the agent’s name. Click the date on the calendar from which to begin the search. In the Date from and to fields. The date appears in the Date to field.Viewing Activities Navigation Navigate to the Activities Filtering Criteria tab. f. You can also specify the time. 3. enter the customer’s name. Enter the criteria for searching activities in any of the following fields: a. 40-2 Oracle CRM Application Foundation User Guide . enter the type of activity. Prerequisites A customer-agent interaction must exist in Interaction History. Steps 1. The date appears in the Date from field and you automatically proceed to the Date to field. Perform the following steps to view activities for customer-agent interactions. enter the type of media. Click the Search button. 2. c. In the Agent field. e. Responsibility Any type of end-user or non-administrative responsibility. You can also specify the time. Click the date on the calendar to end the date range. The activities that exist for the search performed will display in the Activities tab in the Interaction History window. click the of values button in each field to display the calendar. Click OK. In the Customer field.2 Viewing Activities Activities performed for a customer-agent interaction in a calling application are viewed from the Activities tab in Interaction History. Click OK.

Perform the following steps to view activity notes. Drag your mouse over the heading of a column to display a description of the column as a tool tip. Any notes that were entered for an activity in the Oracle CRM application appears in the modal window of the Activities tab. click the activity to view or use the scroll bar to scroll through the activities. ■ 2. 40. A record indicator appears for the currently highlighted row. the activity that matches the criteria for the search is highlighted.Viewing Activity Notes Navigation Navigate to the Activities Filtering Criteria tab. Steps 1. Expand and collapse columns in the Activities tab as needed. Prerequisites A note must exist for the interaction activity in an Oracle CRM application. ■ The activity data is grouped within columns and rows. When finished viewing activities.3 Viewing Activity Notes Notes that have been entered for an interaction activity appear in the modal window in the Activities tab. Select the note to view. Responsibility Any type of end-user or non-administrative responsibility. Scroll across the Activities tab to view the columns information for the activity. click another activity or interaction to view. A sort indicator will appear in the column header for the column for which the primary sort occurred. Working with Forms-based Activities 40-3 . Navigation Access the Notes window in the Activities tab. Steps 1. From the Activities tab. By default.

When finished viewing the activity note.Drilling Down on Reference Documents 2. The calling application has registered object in JTF_OBJECT and a parameter is passed. click the paperclip icon on the toolbar. If a reference document exists for the activity. 40. 40-4 Oracle CRM Application Foundation User Guide . Steps 1. click another activity to view another note or close the Interaction History window to exit from the activity view. The Attachment window opens and displays the related document.4 Drilling Down on Reference Documents Perform the following steps to drill down on reference documents. Responsibility End user Navigation Navigate to the Activities tab. 2. Prerequisites ■ ■ A customer-agent interaction must exist in Interaction History. Navigate to the Activities tab and click the activity to view or use the scroll bar to scroll through the activities.

Working with HTML Interactions 41-1 . Prerequisites A customer-agent interaction must exist in Interaction History. Responsibility End user Navigation Navigate to the Interactions window and click the Advanced Search hyperlink. date range. enter the customer’s name. Search interactions by choosing a combination of values. campaign. Perform the following steps to search customer-agent interactions.1 Searching Interactions You can search customer-agent interactions by identifying the appropriate search criteria and filtering your search by customer. Enter any of the following criteria: a. or account number. agent. In the Customer field. The Interactions Filtering Criteria window opens. Steps 1.41 Working with HTML Interactions This chapter covers the following topics: ■ ■ ■ Searching Interactions Viewing Interactions Viewing Interaction Notes 41.

If you click Apply. 2. In the Campaign field. enter the agent’s name. For the Date fields. Click Go or Apply.Viewing Interactions b. You can view a list of all interactions with the relevant criteria. You can then make your selection. the data associated to the interactions appears in the Interactions window. select the Date Picker and enter your dates. enter the campaign name. a. Steps 1. c. 41. Prerequisites A customer-agent interaction must exist in Interaction History. d. e.2 Viewing Interactions Once you filter the interactions for viewing. enter the account name. Responsibility Any type of end-user or non-administrative responsibility Navigation Navigate to the Interactions window. In the Account field. the Selection window opens with a list of hyperlinks. Close the window when you are finished. 2. Perform the following steps to view customer-agent interactions. If you click Go. In the Agent field. the Interaction Search Results window opens a list based on your defined parameters. which the Interaction Filtering Criteria window reappears with your selection. b. See Also ■ ■ Searching Interactions Viewing Interaction Notes 41-2 Oracle CRM Application Foundation User Guide .

click the note icon to view it. See Also ■ ■ ■ Searching Interactions Viewing Interactions Working with Forms-based Activities Working with HTML Interactions 41-3 . Steps 1. click another interaction to view another note or close the Interaction History window to exit from the interaction view. Scroll to the right to see the Note Interactions column. 2. Responsibility End user Navigation Navigate to the Interactions window.Viewing Notes in Interaction History 41. If there is a note attached. When you have finished viewing the interaction note.3 Viewing Notes in Interaction History Perform the following steps to view a note in Interaction History. Prerequisites A note must exist for the customer-agent interaction in a calling application.

Viewing Notes in Interaction History

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42
Working with HTML Activities
This chapter covers the following topics:
■ ■ ■

Searching Activities Viewing Activities Changing Profile Option

42.1 Searching Activities
You can search customer-agent interactions by activity. You can filter your search by customer, agent, activity type, media type, date range, or account number and you can also search activities by choosing a combination of search parameters. For example, you can search for activities by activity type, customer, and date range. Once you identify the search parameters, the filtered results appear in the Activities tab in the Interaction History window. The search function is case sensitive. Perform the following steps to search activities within customer-agent interactions.

Prerequisites
An activity must exist for the customer-agent interaction in Interaction History and the Oracle CRM application.

Responsibility
Any type of end-user or non-administrative responsibility

Navigation
Navigate to the Interactions window. Since Interaction History is called by other applications, the path will vary.

Working with HTML Activities 42-1

Viewing Activities

Steps
1.

Click the Advanced Search hyperlink. The Activities Filtering Criteria window opens.

2.

Enter the criteria for searching activities in any of the following fields:
a. b. c. d. e.

In the Customer field, enter the customer’s name. In the Agent field, enter the agent’s name. In the Activity Type field, enter the type of activity. In the Media Type field, enter the type of media. In the Date from and to fields, click the of values button in each field to display the calendar. Click the date on the date picker from which to begin the search. You can also use wildcards.

3.

If you entered criteria in one field and select Go, then the appropriate Select window will open with a list of choices. Click on your choice. The Activity Filtering Criteria window reappears populated with your selection.

4.

Click Apply. The Activity window opens with your selection having limited the list of activities.

5.

Close the window when you are finished.

42.2 Viewing Activities
Activities performed for a customer-agent interaction in an Oracle CRM application are viewed from the Activities window. Activity columns can include:
■ ■ ■ ■ ■ ■

Customer Agent End Date Direction Source Campaign

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Oracle CRM Application Foundation User Guide

Viewing Activities

■ ■ ■ ■ ■ ■ ■ ■ ■

Outcome Result Reason Action Activity Type Type Role Whether or not it is currently active or not Any attached notes

Prerequisites
A customer-agent interaction must exist in Interaction History.

Responsibility
Any type of end-user or non-administrative responsibility

Navigation
Navigate to the Activities window. Since Interaction History is called by other applications, the path will vary.

Steps
1. 2.

You can view a list of all interactions with the relevant criteria. To narrow your search, use the list of values (LOVs) in the Media Type, Source, Activity Type, or use the date picker to narrow the date range. Click Apply. The results of your selection appears again in the Activities window.

3.

Close the window when you are finished.

See Also
■ ■

Searching Activities Changing Profile Options

Working with HTML Activities 42-3

Changing Profile Options

42.3 Changing Profile Options
Use the Interaction History preferences to make changes to your profile. Perform the following steps to modify your personal preferences.

Prerequisites
None

Responsibility
End user

Navigation
Click Profile in the top right corner of the window. The Personal Preferences window opens.

Steps
1.

In the Personal Preferences window, you can change your password on this page as well as make other selections:
■ ■ ■ ■ ■ ■ ■

Navigation Preferences Display Preferences Quick Menu Change Password Personal Information Address Information My Enrollments

2.

Under Personalization you can select the following:
a. b. c.

Use the Navigation Preferences to switch Responsibility or Set Default Responsibility. Use the Display Preferences to make changes to language, user currency, date format, display style, or table display. Use the Quick Menu to set up your Favorite Menus.

3.

Under Account Settings you can select the following:
a.

Select Change Password to change your password.

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Changing Profile Options

b. 4. 5. 6.

Select Personal Information to update your name or email.

Select Address Information to make changes to your address. Select My Enrollments to make changes to your enrollments. Click Update when you are done changing your preferences. Your changes are saved.

Working with HTML Activities 42-5

Changing Profile Options

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Oracle CRM Application Foundation User Guide

Part IX
1-to-1 Fulfillment
This part of the Oracle CRM Application Foundation User Guide contains the following chapters:

Introduction to Oracle 1-to-1 Fulfillment

43
Introduction to Oracle 1-to-1 Fulfillment
This chapter covers the following topics:
■ ■ ■ ■ ■

Overview of Oracle Oracle 1-to-1 Fulfillment Oracle Oracle 1-to-1 Fulfillment Integrations What’s New in This Release Terms and Definitions Process Flow for Oracle Oracle 1-to-1 Fulfillment

43.1 Overview of Oracle 1-to-1 Fulfillment
Note: Oracle 1-to-1 Fulfillment is a module that is called from

other CRM applications. Although Oracle 1-to-1 Fulfillment contains a published programming framework, it was initially designed to be used within CRM only. The following topics describe the function and purpose of Oracle 1-to-1 Fulfillment:
■ ■ ■ ■ ■ ■

What is a Fulfillment? Who Handles Fulfillments? What is a Fulfillment Server? What is a Query? What are Datasource Files? What Are Some Elements of Fulfillments?

Introduction to Oracle 1-to-1 Fulfillment

43-1

Overview of Oracle 1-to-1 Fulfillment

■ ■ ■ ■

Faxing a Fulfillment Request Previewing and Printing a Fulfillment Request Redirecting the Finish Button Using the Fetch SMTP Identifier

43.1.1 What is a Fulfillment?
Oracle 1-to-1 Fulfillment if a framework for compiling and distributing fulfillment information to customers in electronic format. A fulfillment is an automated method of sending information such as generic collateral or personalized cover letters to customers. It provides the ability to immediately satisfy a customer’s requests for information, literature, and other correspondence. Call center agents handle a variety of requests ranging from product and service inquiries, pricing questions, billing inquiries, and general customer care issues. Many of these requests will result in some dissemination of literature, collateral, forms of application, letters, or correspondence to the customer. Oracle 1-to-1 Fulfillment provides the ability for call center administrators, mobile field representatives, marketing managers, customer care representatives, and other service agents to respond to different customer needs quickly and easily using email. Oracle 1-to-1 Fulfillment is also used by marketing groups to send marketing information to customers. Fulfillment requests can also be generated by e-Commerce applications that send information to customers with Web clicks.

Key Features
Oracle 1-to-1 Fulfillment contains the following key features:
■ ■

Provides automated delivery of information to customers using email Supports multiple types of customized fulfillments used in CRM applications such as documents, and collateral Prioritizes requests Updates customer information through Interaction History Merges data into formatted outgoing emails to create consistent personalized messages

■ ■ ■

43-2

Oracle CRM Application Foundation User Guide

You also create and attach a marketing email server to the marketing server and define a marketing group of people that use the email server. A fulfillment server administrator or similar user type has the ability to create a new server. update an existing server. Sales Online. Example You create a marketing fulfillment server that monitors queues for marketing requests. and should not be used. The start time and shut down time defines when the server monitors the queue for requests. seven days a week. They can also use Oracle 1-to-1 Fulfillment as a mechanism for distributing information through mass marketing campaigns. pricing questions. Marketing.3 What is a Fulfillment Server? Fulfillment servers are used to monitor fulfillment requests. a sales or marketing agent could use Oracle 1-to-1 Fulfillment to send out information to prospective customers including product announcements. Similarly. agents share the common requirement of disseminating information to customers in electronic format. These capabilities are enhancements intended for future releases. and general customer care issues. Once this Introduction to Oracle 1-to-1 Fulfillment 43-3 .1. or restore server attributes for an existing server. Although they may serve different departments. TeleSales. and iSurvey. The start time and shut down time are not required values if you want the fulfillment server to send requests 24 hours a day. 43. lead generation and qualification campaigns. 43. Oracle 1-to-1 Fulfillment enables agents to focus on each customer’s unique fulfillment requirements instead of spending time managing the fulfillment output itself. such as email blitzes.1.2 Who Handles Fulfillments? Fulfillments are handled by agents whose roles range from representatives of a customer service or support organization to sales and marketing team members. billing inquiries. A customer service agent could use Oracle 1-to-1 Fulfillment to send customers information in response to product and service inquiries. newsletters.Overview of Oracle 1-to-1 Fulfillment WARNING: Windows relating to file server functionality or capability are not supported at this time. but are not available in the current release of Fulfillment. These servers monitor assigned queues and send out fulfillments for CRM applications such as eMail Center. Customer Service. Servers are created with a name and a description and can include a start time and shut down time.

43. update. Ensure that the query string queries all merge fields that must be populated in the master document. you can create. or restore queries. Queries are used for generating and populating data in master documents dynamically. Oracle 1-to-1 Fulfillment sends marketing campaign information to customers by email when marketing applications submit a fulfillment request. and merge functionality to create your merged document. if there are merged fields to be populated with a query) select the query needed from the list of values in the master document selection tab and select upload. Datasource files provide a simple method of pulling result set tokens into a master document. The query must be created for a particular master document before it is uploaded into fulfillment. 43. From the query window. the SQL statement.Overview of Oracle 1-to-1 Fulfillment has been completed. Once you obtain the sources. This will simultaneously upload the master document and associate the relevant query to the master document. Dynamic information comes from the query and the associated bind variables and the master document. then you can use the bind variables. the bind variables. When using applications such 43-4 Oracle CRM Application Foundation User Guide . These are generally items listed in the WHERE clause of the SQL query. The bind variables correspond to the items required by the query.1.4 What is a Query? A query is a SQL statement that collects specific types of data from the database when fulfilling a request. If you want to associate a query with a master document (for example. the bind variable for the SQL statement: Select person_last_name lname from jtf_contact_points where person_first_name = :fname The first step in creating a query involves identifying the sources needed for the query.5 What are Datasource Files? You can create datasource files which display the names of the columns or the names of the column aliases from a query. A single query can be associated with more than one master document if the merge field names match database column names and if there is a one-to-one correspondence between the number of merge fields and the number of columns queried.1. For example. and you can create the files (datasource files) where the query results are stored. The bind variables contain the data that is required to process a fulfillment query.

You must create an association for each agent group to each output device for which the group needs access. master documents need to be Introduction to Oracle 1-to-1 Fulfillment 43-5 . many times. Agent groups are associated with the fulfillment server.6 What Are Some Elements of Fulfillments? The following are key elements used in Fulfillments. you have agents that are assigned to that group. For example. a template might contain.1. master documents are used as cover letters. In each case. and output devices such as email servers are associated with the groups. A template is a grouping of several documents and should not be confused with a master document. Master Documents Master documents can contain dynamic information or in some cases can be static documents. 43. through merging. you can import a datasource file and then build a master document around the tokens before saving the document as an HTML file.Overview of Oracle 1-to-1 Fulfillment as Microsoft Word 2000. Note: You should not associate a group with multiple servers or agents with multiple groups. Within each group. In order to merge data. By associating a group to an email server. A master document is a dynamic document which is created once and re-used. you indicate which group will use a specific email server. For example. ■ ■ ■ ■ Groups Templates Master Documents Merged Data Groups A group is any number of people or agents. Templates Oracle 1-to-1 Fulfillment templates are used to assemble multiple types of collateral into a single grouping. A server is associated to a group and an email server. one for marketing current customers and the other for marketing prospective customers. a master document cover letter and all collateral associated with a specific topic. you may want to create two groups of marketing personnel.

Collateral is created by Marketing and uploaded through the Marketing Online application. Packaging image files with HTML files eliminates the need for linking the HTML documents to images on a Web server. but it also significantly increases processing time.Overview of Oracle 1-to-1 Fulfillment HTML documents. You create master documents in a word processing application.html Master documents saved in the . Perhaps you want to create a master document and not use the dynamic functionality. you must identify the SQL query needed for the document. such as a form or a contract. You must follow standards SQL formatting since the application does not perform SQL validation and will fail at runtime if it is invalid. Additionally. Marketing also refers to collateral as "deliverables". The Master document’s image files are either stored on a Web server and accessed from links in the HTML files. for example. or they are packaged with the HTML files in the . 43-6 Oracle CRM Application Foundation User Guide . You can only upload a master document. Using the dynamic functionality is not a requirement but is slower to process than collateral since it requires token replacement validation. They can be created in an HTML editor or a word processing application as long as you save as HTML. Merge fields are tokens that are replace by data when fulfillment requests are processed. then before creating a dynamic master document.zip . A master document can have one of the following extensions: ■ ■ . The only way to include dynamic content in a master document is to employ merge fields. A master document contains text that is used repeatedly. master documents can also be static information. Note: If you want to have a query associated with a master document.zip format contain HTML files. These are enclosed within special characters.zip file. Note: You cannot upload collateral in Fulfillment. << >>. Dynamic content in master documents are defined by merged fields.

The consumer product that is integrating to 1-1 Fulfillment. 43. Merged Data Merged data is a specific chunk of data that is pushed to a master document. When you upload a master document. If the fulfillment server receives a fax request and a fax solution is not implemented.zip files and without modifying your calling application’s software. it is stored in the Marketing Encyclopedia System (MES).1. must contain built in fax functionality. The integration requires writing Java code that associates the Oracle 1-to-1 Fulfillment code with a third parties’s framework.Overview of Oracle 1-to-1 Fulfillment Note: For large batch files that require speed. it is recommended that the HTML files contain links to images stored on a server outside the firewall. it must designate it as a fax and include fax numbers. the server logs an error in the Server’s error log and writes to the database that it was unable to fulfill the request. Fax Customization To make the interface vendor independent integration is required between the Oracle 1-to-1 Fulfillment interface and an independent fax solution provider’s framework. The fulfillment server must contact the calling application. and the calling application must be able to designate its communication as fax or to send a fax. Introduction to Oracle 1-to-1 Fulfillment 43-7 . After creating a master document with the HTML editor of your choice. When this product sends a request to the fulfillment server. upload it to make it available for fulfillment requests. Oracle 1-to-1 Fulfillment has an open Java interface framework that enables integration with other custom fax solutions. This enables you to update the images without reloading them in the .7 Faxing a Fulfillment Request Currently Oracle 1-to-1 Fulfillment only facilitates the dissemination of fulfillment information by email or fax. This data can be derived from calling applications or from a query result set.

the request is subsequently saved as an HTML file. This profile option resides within the calling 43-8 Oracle CRM Application Foundation User Guide . She creates a preview request for the customer and goes to the preview window to view the request with the customer data already merged in the document.1. you will reopen the first window of the wizard. or save the request in a local location. You can go to the Preview window to see the request. When you print a previewed fulfillment request. After verifying the data for accuracy. such as. 43. The request is retrieved and appears in your default browser. you can select a template and then select master documents. You can perform certain functions using the browser’s tool menu.8 Previewing and Printing a Fulfillment Request Oracle 1-to-1 Fulfillment has preview options that enable users to view or save fulfillment requests. If you select the Finish button on the Confirmation window.Overview of Oracle 1-to-1 Fulfillment Note: Contact Oracle Support directly if you are interested in adding faxing capabilities to your E-business suite. If you preview fulfillment requests. collateral. you proactively prevent mistakes associated with sending out requests that are unchecked. Example A telesales agent receives a request for information on a sales promotion. print the request. and attachments associated with the template before confirming the fulfillment request. To enhance the flexibility of the wizard. she clicks on the Send Request button to send out the request or prints out a hard copy and mails it to the customer depending on the preferred output method. 43.9 Redirecting the Finish Button In the Fulfillment Agent tabs in the Oracle Sales Online application. Oracle 1-to-1 Fulfillment added a new profile option called JTF_FM_DONE_DEST which allows you to redirect the Finish button to a specific destination which is determined by the application that is using the Oracle 1-to-1 Fulfillment module. but you cannot edit it. When you preview a request. the standard process of creating a request is performed and the request is written to a database with a Preview flag. but it is not sent to the customer. Previewed requests can only be viewed by clicking History within the Status tab of the Fulfillment Administrative Console.1.

fulfillments. TeleService (Customer Support) uses Oracle 1-to-1 Fulfillment to respond to customer needs by sending fulfillments.2 Oracle 1-to-1 Fulfillment Integrations Oracle 1-to-1 Fulfillment is widely used by various Oracle modules across CRM. CRM applications call the Oracle 1-to-1 Fulfillment framework stored in the Oracle Database. Sales Online. Oracle 1-to-1 Fulfillment can create email messages. If no profile is set. e-mail Center delivers personalized fulfillments to customers. The fulfillment server will fetch the SMTP ID for outgoing emails that are sent directly through the SMTP connection. Scripting uses Oracle 1-to-1 Fulfillment to dispatch customer surveys that capture customer needs.1. When sending a fulfillment request. 43. Marketing Online and Telesales use Oracle 1-to-1 Fulfillment to send sales and marketing related collateral. The SMTP ID can be retrieved and stored as part of an interaction activity in the Interaction History module. It also retrieves master documents previously created and stored in the Marketing Encyclopedia ■ ■ ■ ■ ■ Introduction to Oracle 1-to-1 Fulfillment 43-9 . ■ E-mail Center uses Oracle 1-to-1 Fulfillment to create fulfillment requests that deliver automated responses to inbound e-mail messages. Each message has an identifier which is called a SMTP ID. facilitate market research and measure customer satisfaction. Additionally. It must also make a direct connection to the email server and provide account information.Oracle 1-to-1 Fulfillment Integrations application’s setup profile. The fulfillment server prioritizes requests. and campaign material to prospective customers. refer to the implementation information of the calling application.10 Using the Fetch SMTP Identifier This feature requires the calling application to provide set up folders and login information. and then updates the customer information through the Interaction History module. The valid values of the destination depend upon the calling application to Fulfillment. For documentation on how to set up the Finish button. 43. the Finish button will automatically take you back to the beginning of the Fulfillment Wizard screen.

What’s New in This Release System (MES). This material is packaged together and stored in the fulfillment server and is subsequently sent to customers by e-mail.6.5. release for 1-to-1 Fulfillment. service request status. a customer or prospect may be the requesting agent. Agents or users usually interact directly with customers.3 What’s New in This Release This release of CRM Application Foundation has new features subsequent to the 11. Attachments are static documents which are stored in the FND_LOBS table and are not necessarily associated with marketing or MES. or invoices to be sent to a customer. either on the phone or in person. credit information. It is often called a deliverable in the Oracle Marketing applications. General Page for Servers Contains New Interaction History Fields The General pages for servers (accessed by creating or editing a server) contains the following new Interaction History fields: ■ ■ ■ Request Outcome Request Success Result Request Failure Result 43. It is usually some sort of marketing brochure or some other document. Attachment Collateral Customer 43-10 Oracle CRM Application Foundation User Guide . An attachment is a document that has been generated by another application and included as part of a fulfillment request. Table 43–1 Term Agent or User Fulfillment Terms and Definitions Description An agent or user is the person who initiates a fulfillment request from within a CRM application. It is sent in an email as an attachment. 43. A customer is an individual who receives a fulfillment request.4 Terms and Definitions The following table describes fulfillment terms and definitions. Attachments enable information such as bank account activity. Collateral is a static fulfillment document that does not contain merged data. In Web-based self-service applications.

Detail Screen Engine Fulfillment Administrator Fulfillment Administrative Console Fulfillment Agent Windows Fulfillment Request Fulfillment Server Fulfillment Server Monitors Process Monitor Request Monitor Introduction to Oracle 1-to-1 Fulfillment 43-11 . queries. The agent’s windows is set of agent Java Server Pages (JSPs) that are provided to CRM applications for creating basic fulfillment requests. in a self-limiting fashion. The console is used to configure fulfillment servers. templates. that processes requests. as well as. The fulfillment server has a set of internal monitors each with a specific task to ensure proper functioning of the fulfillment server. A fulfillment request is the entity that is created when a request is passed to the fulfillment engine. Database Monitor. and logs completed request in the History table. campaign. into an internal request queue where they can be fed into the Processes. Request Monitor. Remote Monitor. If a request is successful. dispatches final output. The fulfillment server is a Java-based multi-threaded server. This monitor makes sure that the correct number of Processes are allocated for performing work on the internal request queue. Command Monitor. Its function is to monitor the Advance Queue (AQ) for incoming fulfillment requests and places them. Its function is to monitor the states of the internal Server Processes that run the fulfillment requests. merges data into master documents. group. then an email is generated containing the requested information and sent to the designated recipient. writes to Interaction History tables if the Party ID is passed. including: Process Monitor. See Fulfillment Server A fulfillment administrator is a person at a management level who is responsible for creating and managing fulfillment functions. or output device. and Schedule Monitor.Terms and Definitions Table 43–1 Term Fulfillment Terms and Definitions Description A Detail screen displays information about a specific open request. and locate request statuses and histories.

This port is set in the fulfillment server start script with the flag '-Dengine. It can be turned on and off by placing the flag '-Dengine.Terms and Definitions Table 43–1 Term Fulfillment Terms and Definitions Description Its function is to monitor commands received from the command prompt provided that the fulfillment server is configured so that commands can be received. Each user must belong to at least one group.CommandPort=#####'. This monitor temporarily shuts down the fulfillment server into a sleep mode until connection to the database can be re-established. Without this command port. or attachments. When it is scheduled to be inactive. the fulfillment server enters a sleep state until the beginning of the next activity period. function or department. this monitor will not run. The latest version of the fulfillment server has this feature automatically turned on. Oracle 1-to-1 Fulfillment integrates with other application products through a framework included with the core fulfillment product. The fulfillment server can be configured for active and inactive scheduling throughout a day. A group is a set of agents or users usually related by a workgroup. This monitor only runs if the fulfillment server has been configured with a startup time and shutdown time in the Fulfillment Administration Console. Its function is to monitor database activity following a database crash or disconnect from the database.CommandPromptEnabled=true/false' in the fulfillment server start script Its function is to monitor commands received through the fulfillment server’s command port. Items are selected from the list of all possible documents and collateral material available to the user from fulfillment templates. or zip file that contains HTML documents and image files. Items are inserted in the body of an email. Command Monitor Remote Monitor Database Monitor Schedule Monitor Group Integration Points Items Master Document 43-12 Oracle CRM Application Foundation User Guide . These groups are associated with a fulfillment server. Its function is to monitor the configured activity schedule for the fulfillment server. collateral. Items can be master documents. A master document is a static or dynamic HTML.

A prospect is a person who is a candidate to purchase a product or service. mass mailings. The following table describes the order and process of using Oracle 1-to-1 Fulfillment. depending on how Oracle 1-to-1 Fulfillment is integrated with your application. an agent may use a specific template that contains a thank you letter and a brochure of the company. only email is supported. however.5 Process Flow Oracle 1-to-1 Fulfillment Oracle 1-to-1 Fulfillment process flows generally follow the steps in the following table. The output is the delivery medium of a fulfillment request. A template is an email package containing electronic brochures. Summary windows contain lists of things such as all open fulfillment requests. or mail blitzes. For example. if a company wants to send a thank you email to everyone that has inquired about their company. Introduction to Oracle 1-to-1 Fulfillment 43-13 . These process flows may vary. Queries can be used for batch lists. all available campaigns. For example. Merged Data Output Prospect Query Summary Window Template 43.Process Flow Oracle 1-to-1 Fulfillment Table 43–1 Term Fulfillment Terms and Definitions Description Merged data is a the specific chunk of data that has been taken from several sources and merged together. the resulting merged data is the query retrieving all customers that have inquired about the company. A query is a SQL statement or list created by the administrator (or an external other) that is used to merge specific data with a master document. newsletters. Currently. or all output devices on a server. or other customer-oriented information that an agent sends to customers in response to a request for information.

or description of a template. End user Fulfillment Administrator. status. You can check the status of a request. End user Preview and Print a Request Update a Template No Check a Request Status No 43-14 Oracle CRM Application Foundation User Guide .Process Flow Oracle 1-to-1 Fulfillment Table 43–2 Step Fulfillment User Process Description You can preview and print a fulfillment Request before sending it out. You can change the name. End user Fulfillment Administrator. Required No Performed By Fulfillment Administrator.

Part X Escalation Management This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ ■ ■ ■ Introduction to Oracle Escalation Management Overview of Using Oracle Escalation Management Overview of Reactive Escalations: Escalation Manager Overview of Proactive Escalations: Business Rule Monitor Using Escalation Manager .

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The following can be escalated in either modules: ■ ■ ■ A task A service request A defect The following sections describe an escalation. Each are discussed in the subsequent sections. and monitor a situation to a satisfactory completion. ■ ■ ■ What is an Escalation? What is a Reactive Escalation? What is a Proactive Escalation? Introduction to Oracle Escalation Management 44-1 .44 Introduction to Oracle Escalation Management This chapter covers the following topics: ■ ■ ■ ■ ■ Overview of Oracle Escalation Management What’s New in This Release Oracle Escalation Management Integrations Process Flow for Oracle Escalation Manager Terms and Definitions 44. The Business Rule Monitor (BRM) is the "proactive" escalation process. Escalation Manager is the "reactive" end of Escalation Management. reassign. using Escalation Management. can reprioritize.1 Overview of Oracle Escalation Management A company. There are two types of escalations: reactive and proactive.

Manually assigning escalation resources is possible through the Escalation Manager. to handle this hardware problem immediately.1. so that the appropriate personnel can respond to these situations and monitor the resolutions. Vision Corporation assigns different resources. that are more experienced. In a reactive escalation. then the 44-2 Oracle CRM Application Foundation User Guide . What criteria do they use for monitoring these situations? Usually. monitor.2 What is a Reactive Escalation? In a reactive escalation. Example Vision Corporation wants to enforce the rule that any open task must be closed within five business days. did you catch a potential problem before a customer complained? The following sections describe each type of escalation in greater detail. a customer calls and reports a problem and you must react to it and resolve the issue.3 What is a Proactive Escalation? A company that values great customer service may implement systems that monitor situations alerting them before a crisis occurs. If it has been four days since the task is opened. 44. and manage situations that require increased awareness and swift action. you notice a potential issue and you resolve it before the customer contacts you. this is based on established business rules of the company. complains that a hardware problem reported one week ago is still not completely repaired. track. Example Business World. proactive escalation can also be set up as a follow-up action. In other words. was the problem fixed or did it need to be manually assigned to someone else. Escalations occur in support centers for a variety of reasons.1. Most businesses want to track issues such as: which customer complained. and is the problem finally resolved. In a proactive escalation. when the complaint was logged into the system.Overview of Oracle Escalation Management ■ What Are Some of the Features of an Escalation? 44. a customer of Vision Corporation. who was assigned to fix the problem. An escalation management system allows an organization to identify.1 What is an Escalation? An escalation is actually a process used to highlight or flag certain issues within an organization. 44. However. a business must take the necessary action to resolve a situation.1.

and defect linking capability Ownership assignment Resolution plan definition with associated tasks and notes Automatic notification of escalation progress to identified contacts De-escalation and closure Basic information is captured in an escalation document which includes the requester. and communicating the progress.2 What’s New in This Release Group owners can now be enabled in this release of Escalation Manager.4 Escalation Features The following are some features of Escalation Management: ■ ■ ■ ■ ■ ■ Escalation situation tracking information Service Request.1. assigning an escalation owner. A reactive escalation is primarily initiated by a person in response to customer’s needs. Therefore. It provides a centralized place to define and monitor business rules on a regular basis. Vision Corporation has also set up a business rule that seven days after closing a service request. 44. task. The Business Rule Monitor (BRM) is used to raise awareness.What’s New in This Release owner of this task must send an e-mail to the assignee as a reminder and also check if any assistance is needed. 44. it will send an e-mail to verify that the customer is satisfied and thanks them for doing business with them. it is considered a manual escalation. Introduction to Oracle Escalation Management 44-3 . Note: In summary. Therefore. and additional contacts that are involved. defining the actions needed to resolve the escalation. An escalation is managed by creating an escalation document. Once a situation is de-escalated. a proactive escalation is usually initiated by the Business Rule Monitor (BRM) system based on business rules. it is considered an automated escalation. the required resolution date. the escalation closure note is captured and a final communication is sent to the contacts involved.

Territory Manager is used to automatically retrieve qualified resources identified in the escalation territories as the owner of an escalation document when using Assignment Manager with territory assisted assignment option. Oracle Workflow is used to send out workflow notifications to relevant resources when an escalation document is created or updated. Assignment Manager is used to automatically assign a qualified resource identified in the escalation territories as the owner of an escalation document. such as business contacts. Service Request is where service requests are created and they can manually be escalated through Escalation Manager. ■ ■ ■ ■ ■ ■ ■ Business Rule Monitor (BRM) ■ Oracle Quality Online (OQO) is where defects are created and they can automatically be escalated through BRM. is pulled into escalated documents. This is generally through the seeded Automated ■ ■ ■ ■ 44-4 Oracle CRM Application Foundation User Guide .3 Oracle Escalation Management Integrations Escalation Manager ■ Trading Community Architecture (TCA) information. Oracle Workflow is used by the seeded workflow processes to send out workflow notifications to relevant document owners. Task Manager (Forms-based) is used to attach additional tasks to an escalation document. Notes (Forms-based) is used to attach additional notes information to an escalation document. Tasks created in Forms can also be manually escalated through Escalation Manager. Oracle Quality Online (OQO) is where defects are created and they can manually be escalated through Escalation Manager. Territory Manager is used to retrieve qualified resources identified in the escalation territories if the identity of a person who receives notifications defined in the Workflow Attributes window cannot be determined.Oracle Escalation Management Integrations 44. Task Manager is used by the seeded workflow processes to create an automated escalation task. Service Request is where service requests are created and they can automatically be escalated through BRM.

Use an attached task to document any follow-up activity or possible resolution for the escalation. Manually changing an escalation status generates a notification to the designated contacts. Table 44–1 Step Manage a Service Request Manage a Task Escalation Manage a Defect Escalation Add a Note to an Escalation Document Add a Task to an Escalation Document Changing an Escalation Status Escalation Manager User Process Description A service request is a document that tracks information regarding a customer’s product and service problems. Table 44–2 Term BRM module Escalation Management Terms and Definitions Description The Business Rule Monitor (BRM) provides a User Interface (UI) and functionality that an organization can use to proactively manage escalations. Tasks created in Forms can also be automatically escalated when a business rule is violated. A defect is a document which tracks product problems and resolutions. Notes allow additional information to be attached with the escalation document.5 Terms and Definitions The following table describes Escalation Management terms and definitions.Terms and Definitions Escalation Template Group for Task Manager (Service Request or Defect Management) defined in the Forms-based Task Manager. A task is a document that tracks work to be done by a support center. 44. It consists of two components: ■ ■ Business Rule Monitor Business Rule Workbench Introduction to Oracle Escalation Management 44-5 .4 Process Flow for Oracle Escalation Manager The following table describes the order and process of using Escalation Manager. Required Yes Performed By All Users Yes Yes All Users All Users Optional Optional Yes All Users All Users All Users 44. This is escalated through Oracle Quality Online.

There are two workflows: Oracle Workflow and the BRM workflow. An escalation is the increase in the focus and process required to successfully complete a task and its associated components such as documents. An escalation plan is a series of follow up tasks that are attached to the escalation document.Terms and Definitions Table 44–2 Term Escalation Management Terms and Definitions Description The Business Rule Monitor is the engine that monitors documents over a period of time against the user-defined business rules. or tasks. Service Request Workflow Workflow Attributes 44-6 Oracle CRM Application Foundation User Guide . A customer relationship escalation is an escalation document that escalates multiple support requests. A service request is a document that tracks information about a customer’s product and service problems. Workflow attributes set the variable parameters. This service request (number 9229) is a reference document. An escalation owner is the employee or group resource responsible for managing an escalated task or document. Workflow defines what actions occur if a business rule is violated. A defect is a document that tracks product problems and resolutions. An escalation territory is a territory that provides the resources responsible for managing an escalation. A defect can be escalated without an associated service request. a service request (number 9229) is escalated to Jane Doe in escalation document (number 11749). It is used to define a business rule. defects. formerly known as the Defect Management System. For example. It is escalated in the HTML-based application Oracle Quality Online (OQO). They control the behavior of the workflow. Business Rule Monitor Business Rule Workbench Customer Relationship Escalation Defect Escalation Owner Escalation Plan Escalation Territory Reference Document Reference Type A reference type specifies whether or not a reference document is escalated or used to provide additional information. A reference document is a document that is linked to an escalation document.

Terms and Definitions Table 44–2 Term Escalation Management Terms and Definitions Description Workflow Monitor is a Java-based tool used for administering and viewing workflow process. Workflow Monitor Introduction to Oracle Escalation Management 44-7 .

Terms and Definitions 44-8 Oracle CRM Application Foundation User Guide .

formerly known as Defect Enhancement Management System (DEMS) to create and escalate a defect. Use the Forms-based Task module to escalate a task. You can access Escalation Manager through a task. Use Oracle Quality Online (OQO). and defects can be escalated. ■ Administrative Path To access the administrative tasks indicated through the Forms-based CRM Administrator responsibility. Typically. or service request that you want to escalate. ■ Log in using the CRM Administrator responsibility. Escalation administrative tasks are defined in the Form from Define Escalation Reason to Define Reference Type. In general. select Task and Escalation Manager > Setup.1 Accessing the Oracle Escalation Manager Interface There are several ways to access Escalation Manager. tasks.45 Overview of Using Oracle Escalation Management This chapter covers the following topics: ■ ■ Accessing the Oracle Escalation Manager Interface Summary of Oracle Escalation Management Tasks 45. for setting up tasks. you would access Escalation Manager through a task or service request that you want to escalate. Overview of Using Oracle Escalation Management 45-1 . defect. service requests.

Summary of Oracle Escalation Management Tasks General Usage Path Search for a task (or defect or service request) then use the following navigation path to invoke Escalation Manager: ■ From a stand-alone task in the Forms-based Task Manager: Tools > Manage Escalation From a service request: Tools > Request Escalation From a service request: Tools > Task Escalation From the CRM Administrator responsibility: Task and Escalation Manager > Manage Escalations From a defect HTML window.2 Summary of Oracle Escalation Management Tasks Use Oracle Escalation Management to perform the following types of tasks: ■ ■ ■ Chapter 49. Reactive Escalations: Escalation Manager Chapter 50. See Oracle Quality Online documentation for details on how to escalate a defect from the application. ■ ■ ■ ■ 45. Proactive Escalations: Business Rule Monitor Using Escalation Manager 45-2 Oracle CRM Application Foundation User Guide . select the Escalation button for defect escalation.

such as link the service request in this document. and also reassigns herself as the owner for this document. It has a user interface (UI) where you can manage situations that require awareness and possible actions. Example Lorraine Abbott. Lorraine can also utilize the following features in this escalation document: ■ ■ Escalation level: Specify the degree of urgency for this escalation.1 What is Escalation Manager? You can manually escalate a business problem to the appropriate level where it can be solved in Escalation Manager.46 Overview of Reactive Escalations: Escalation Manager This chapter covers the following topics: ■ ■ ■ What is the Escalation Manager Workflow Notifications Escalation Territories 46. All relevant documents: Link the relevant documents to this escalation. a primary contact for Business World. In addition. or by defining the actions needed to resolve the escalation. An escalation is managed either by creating an escalation document. creates an escalation document. or by assigning an escalation owner. receives a call from Cindy Miller. Lorraine finds the service request. a support agent for Vision Corporation. Overview of Reactive Escalations: Escalation Manager 46-1 . complaining that their hardware problems are not completely fixed.

or Defect) that is being escalated Human Resource (HR) manager of the owner of the Escalation document Owner of the Escalation document 46.Workflow Notifications ■ Relevant contacts: Identify the employee and customer contact information. tasks. You can create alternate escalation territories to automatically reassign a service call when certain conditions are not met.2 Workflow Notifications Notifications are an integral part of the Escalation functionality.3 Escalation Territories An escalation territory provides the resources responsible for managing escalations. The escalation can be automatically assigned to an owner if the escalated document (such as a service request. and for which the Notify Check Box is selected. the Assignment Manager is used in conjunction with the Territory Manager. Use Escalation territories to define the escalation path with appropriate resources which the escalation owner identified for the territory in the event of exceptions. 46-2 Oracle CRM Application Foundation User Guide . Oracle Workflow is used to process and deliver the notifications regarding the escalation activity. Notifications are sent for the following reasons: ■ ■ ■ ■ ■ Escalation creation Escalation status changes Escalation owner assignment changes Escalation level changes Escalation target date changes Notifications are sent to people (employees or customers) that are identified on the Contacts tab. such as Lorraine Abbott and Cindy Miller. such as a update meeting with her manager. or defect) has an escalation territory defined. Typical recipients include: ■ ■ ■ Owner of the object (Service Request. ■ ■ 46. Tasks: A task can be created. Notes: A note can be created about Lorraine’s contact number if the assignee needs to contact her while she is on vacation. In case of automatic assignment by using an escalation territory. Task.

46. When this occurs. so now that repair can be assigned automatically to another group. John Smith. b. John Smith is no longer responsible for the defect. A service team assigned to a repair does not take action within five business days.2 Owner Types An escalation owner can be an employee resource or a group resource. The Escalation territory can be a catch all for all escalations.4 Escalation Owners and Owner Types Each escalation must be assigned an owner and this owner must be a specified owner type. so now the service request will be automatically escalated to another resource. 46. Ensure that you have a resource assigned to an Escalation territory. which is set up in the Business Rule Monitor (BRM). any member of that group can manage the escalation.1 Owners An escalation owner is a person who manages an escalated task. a suppport service center can assign a defect to an employee resource. 46.Escalation Owners and Owner Types a. the original owner. If John Smith fails to correct the defect the support service center can escalate the defect and assign another employee resource. See Also View the following topics in Territory Manager for additional information: ■ ■ Basic Territory Building Blocks Creating Escalation Territories Overview of Reactive Escalations: Escalation Manager 46-3 . When an escalation is owned by a group. the responsibility for either one is transfered from the original owner to the escalation owner. or document. Rhonda Abott as its escalation owner. Once a task or document is escalated.4. For example. A service engineer cannot successfully resolve a request within a certain time frame.4.

Escalation Owners and Owner Types 46-4 Oracle CRM Application Foundation User Guide .

the director is the owner of this business rule as he is responsible for any future updates and necessary confirmation. Overview of Proactive Escalations: Business Rule Monitor 47-1 . This rule is that if a task with a high priority is open for four hours. the rule triggers a workflow process. so the Service Department Director for Vision Corporation. Example Vision Corporation. is eager to provide efficient customer service. A business rule can be as simple as "A service request cannot be left open for more than two days.47 Overview of Proactive Escalations: Business Rule Monitor This chapter covers the following topics: ■ ■ ■ ■ ■ What is a Business Rule? What is the Business Rule Monitor? Workflow and Workflow Attributes Resource Types General Tips for Defining Rules 47. defines a business rule based on the company’s goal. then the task owner should be notified to proactively manage potential issues. a service organization. When the condition is not met. Effective immediately.1 What is a Business Rule? A business rule is a user-defined condition. The process is enforced by the business rule owner." This rule can be defined according to an organization’s needs or an agreement between its customers.

A task with a high priority is closed within two days. a manager investigates why it cannot be done within that time frame. Note: The functionality of BRM is not limited to only detect potential problems.3 Workflow and Workflow Attributes When defining your rules. Business Rule Monitor: the engine that monitors documents over time against the user-defined business rules. It can also be used as a reminder of positive reinforcement. ■ ■ 47. you must also specify the workflow information for actions that can occur when the rule is violated. An open defect is closed within three business days. the owner of this request receives a warning notification. Otherwise the assignee should meet with her manager one day prior to the due date to discuss possible solutions to this defect. There are four seeded workflow processes: ■ ■ ■ ■ Notification Only Create a Task Only Notification and Create Task Escalated Object 47-2 Oracle CRM Application Foundation User Guide . The BRM module integrates with Oracle Workflow to provide possible action taken if the condition defined in the rules is not met. Otherwise.2 What is the Business Rule Monitor? The Business Rule Monitor (BRM) provides a User Interface (UI) and functionality that an organization uses to proactively manage escalations. It consists of two components: ■ ■ Business Rule Workbench: used to define a business rule. Otherwise.What is the Business Rule Monitor? Additional examples include: ■ A service request is assigned within half an hour. such as to remind employees of a company’s annual events or an employee’s birthday. 47.

The owner and assignee of this task are specified in the Value field.3. an automated escalation task is also created.) The owner and assignee of this task select from the Value field in the Workflow Attributes window..3. 47.2 Create a Task Only An automated escalation task is created. and business (rule) owner. The person who receives this notification selects from the Value field in the Workflow Attributes window.5 Workflow Attributes In addition to the Workflows which provide standard escalation activities.Workflow and Workflow Attributes 47.3. The owner of this escalated document can be specified in the Value field. If this value is not specified. it defaults to the business owner. Note: The selection in the Value field can be document owner. escalation territory primary contact. then the task that is created has no assignee. or the business rule owner. If the unassigned option is selected in the Automated Escalation Notification Task Assignee Role field in the Workflow Attributes window. document owner’s HR manager.3 Notification and Create Task In addition to the sent workflow notifications. 47. which can be Overview of Proactive Escalations: Business Rule Monitor 47-3 . 47.. 47." button to display this attributes window. it defaults to the business owner. Click the ". The selection in the Value field can be a document owner.3. but it has an owner specified because you cannot find the unassigned option from the List of Values in the task owner role field. This is generated through the seeded Automated Escalation Template Group for Task Manager (Service Request or Defect Management. If this value is not specified.4 Escalated Object An escalated document is created. an escalation territory primary contact. the document owner’s Human Resource manager.1 Notification Only An Oracle Workflow notification is sent. each of the seeded Workflow processes has its own Workflow attributes.3.

Any Task Template 47-4 Oracle CRM Application Foundation User Guide . ■ ■ ■ ■ ■ Create Task Automated Escalation Notification Task Owner Role The task owned by the person who fulfills the role indicated by the value selected. Possible Values ■ ■ ■ Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact Unassigned Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact ■ Create Task Automated Escalation Notification Task Assignee Role Assign the task to the person who fulfills the role indicated by the value selected. defect.Workflow and Workflow Attributes accessed in the Business Rule Workbench window. The following table lists each seeded workflow process. The value chosen for each attribute is saved as part of the Business Rule and allows you to control the behavior of the escalation activity for that rule. Attributes are the same regardless of whether or not the Workflow is for a task. or service request. Workflow attributes in the Business Rule Monitor seeded workflows are specific to the workflow process. and possible values. the attributes it has. ■ ■ ■ ■ Create Task Automated Escalation Task Template The template that is used to create the task. Table 47–1 Workflow Name Send Notification Workflow Attributes Defined Attribute Automated Escalation Notification Role Meaning Send the notification to the person who fulfills the role indicated by the value selected. the meaning of that attribute.

The escalation document owned by the person who fulfills the role indicated by the value selected. Possible Values ■ ■ ■ Send Notification and Create Task Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact Unassigned Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact ■ Send Notification and Create Task Automated Escalation Notification Task Assignee Role Assign the task to the person who fulfills the role indicated by the value selected.4 Resource Types A document owner can be of any resource type other than an employee resource. Since the automated escalation can happen to the document Overview of Proactive Escalations: Business Rule Monitor 47-5 .Resource Types Table 47–1 Workflow Name Workflow Attributes Defined Attribute Automated Escalation Notification Role Meaning Send the notification to the person who fulfills the role indicated by the value selected. ■ ■ ■ ■ Send Notification and Create Task Escalate Object Automated Escalation Task Template Automated Escalation Document Owner Role The template that is used to create the task. Any Task Template ■ ■ ■ Business Owner Document Owner Document Owner’s HR Manager Escalation Territory Primary Contact ■ 47. ■ ■ ■ ■ ■ Send Notification and Create Task Automated Escalation Notification Task Owner Role The task owned by the person who fulfills the role indicated by the value selected. Some examples of other types of document owners are: parties or partners and supplier contacts.

then the primary contact with the employee resource type in the escalation territory is used. ■ Document Owner's HR Manager The Document Owner's HR Manager is selected as the value. Otherwise. Otherwise. then the primary contact with the employee resource in the escalation territory is used. then the same rule is used: the primary contact with the employee resource type in the escalation territory. then the notification is sent to the first employee resource within the resource group who has a manager. then the Business Rule Owner is used because the business rule owner is guaranteed to be an employee resource. If the document owner resource is of any other type. Again. If the document owner resource is a group resource. the primary contact with the employee resource type in the catch-all territory is used. 47-6 Oracle CRM Application Foundation User Guide . if there is no resource that satisfies this criteria. then the document owner will receive notifications. If the document owner resource is of any other type other than employee or group resources. then the primary contact with the employee resource type in the catch-all territory is used. ■ ■ Escalation Territory Primary Contact The Escalation Territory Primary Contact is selected as the value. and then the Business Rule Owner is selected. then the primary contact with the employee resource type in the catch-all territory. then the notification is sent to the HR manager of that resource. the person who will receive the notifications is determined as follows: Document Owner The Document Owner is selected as the value in the workflow attributes. ■ If the document owner is an employee resource.Resource Types owner of any resource type. and then the Business Rule Owner. ■ If the document owner type is an employee resource. If there is no resource that satisfies this criteria. If there is no resource that satisfies this criteria. the notification is sent to the primary contact with the employee resource in the catch-all territory. If there is no resource that satisfies this criteria. then the primary contact with the employee resource type in the escalation territory is used. and then the Business Rule Owner.

Check the performance of the view. You can use SQL functions. but you also have to use quotes around your character values. The simplest way to do this is to cut and paste the view definition from the Complex tab into a SQL+ session. If the main scan cycle is set to run every ten minutes. Take loop time into consideration. ■ ■ ■ ■ ■ Guidelines Refer to the chapter "Verify the Implementation" to see additional details on troubleshooting the Business Rule Monitor. Do a Select from your view.General Tips for Defining Rules ■ The notification is sent to the primary contact with employee resource in the escalation territory. Use reasonable check intervals. SQL syntax applies. Overview of Proactive Escalations: Business Rule Monitor 47-7 .5 General Tips for Defining Rules The following suggestions are helpful when defining rules in the BRM: ■ The condition should not reflect an absolute state. then the notification is sent to the primary contact with employee resource in the catch-all territory. Even in a simple rule. Otherwise. you may have repeated notifications sent. then there is no point in setting the check frequency to two minutes. Also use IS NULL and IS NOT NULL instead of =NULL and <>NULL. If it takes a long time to return the values. notifications are sent every two minutes. then ask a SQL expert for assistance. If there is no resource that satisfies this criteria. ■ 47. Verify that the view does what you intended for it to do. if you check a rule every two minutes. So. The check interval also determines the notification interval. the monitor will keep detecting the same objects and acting upon them. Otherwise. the Business Rule Owner receives the notification.

General Tips for Defining Rules 47-8 Oracle CRM Application Foundation User Guide .

web. Using Escalation Manager 48-1 . or e-mail). you must: ■ ■ ■ ■ Accept a request for an escalation Review the situation Create an escalation document Notify the involved parties (this is performed automatically) An escalation request can be initiated on behalf of a customer. or other involved party.48 Using Escalation Manager This chapter covers the following topics: ■ ■ ■ ■ ■ Creating Escalations Creating a Document Whose Owner is a Group Managing a Service Request Escalation Managing a Task Escalation Managing a Defect Escalation 48. Prerequisites A task. defect. an employee. Perform the following steps to create an Escalation document. An escalation can also be initiated by the system based on pre-defined rules that are established to monitor business situations. or service request exists. To initiate an escalation.1 CreatingEscalations An escalation is initiated by a person using a service channel (telephone.

escalation level. recipients can include the Human Resource manager of the owner of the escalation document. Enter all relevant information if it has not already been automatically populated in the Document and Details fields. If you open the Escalation Manager as a stand-alone application. select Task and Escalation Manager > Manage Escalations. and reference type information is set up during the implementation process. b. a.CreatingEscalations Responsibility CRM Administrator Navigation Navigate to the Escalations window. Otherwise. or defect. In addition to the owner of the escalation document. Specify if the contact is a requester or the escalation is for notification purposes. from the CRM Administrator responsibility. 5. manually enter it. You must have the appropriate information entered into the Reference Documents and Contacts tab before you can assign an owner. reason. 4. then the customer information should be populated automatically. (Optional) Select the Audit tab to view all the changes once you are finished. a. Steps 1. b. 3. Note: ■ Status. Enter the customer’s name and number. If the Escalation Manager is launched directly from a service request. and the selected employee and customer contacts. Select the Reference Documents tab. the owner of the escalated object. ■ 2. Select the Contacts tab. Enter all relevant information if it has not already been automatically populated in the Type field. 48-2 Oracle CRM Application Foundation User Guide . task. Enter all contacts (customer or employee).

Prerequisites A group must exist. select a previously created owner. In the Owner Type field. Enter a name in the Name field. 3. to assign ownership.Creating a Document Whose Owner is a Group 6. You can assign either automatically or manually. Perform the following steps to define an owner of an escalated document whose owner is a group. See Also Managing Different Types of Escalations 48. then either select an owner from the List of Values or use the Assignment Manager to assist in owner selection. Click New to create a new task. then define one in Resource Manager. choose Group Resource from the List of Values (LOVs). 2. in the Escalation Owner Information region. ■ Automatic Assignment An owner can be automatically assigned by using the Assignment Manager if the escalated source document is assigned to a resource defined in a territory and this territory has an escalation territory attached to it. 4. Click Assign.2 Creating a Document Whose Owner is a Group Not only an individual can be a document owner. In the Owner field. Responsibility CRM Administrator Navigation Navigate to the Find Tasks window. or if you want to override the recommended escalation resource by the escalation territory. ■ Manual Assignment If the document does not contain a territory. Steps 1. If it does not. Using Escalation Manager 48-3 .

From the Tools menu. 48-4 Oracle CRM Application Foundation User Guide .4 Managing a Service Request Escalation A service request is a document that tracks information regarding a customer’s product and service problems. choose Request Escalation. Prerequisite A service request exists in the system. The customer and account information fields are automatically populated.Managing Different Types of Escalations 5. 3. Save the Task. 48. along with the reference document information (service request). Perform the following steps to manage a service request escalation. Verify that the service request has never been escalated. 2. You may have to scroll down in the Request Information header region to see the Escalation Level field. In the Request Information area of the header. Steps 1.3 Managing Different Types of Escalations The following sections describe the process of managing different types of escalations: ■ ■ ■ Managing a Service Request Escalation Managing a Task Escalation Managing a Defect Escalation 48. Query the existing service request. verify that “Never Escalated” appears in the Escalation Level field. Responsibility CRM Administrator Navigation Navigate to the View Service Request window.

Leave the other fields in the default settings. Select a resource from the LOV. and make a note of the escalation number. A Status A Reason Target date The escalation level 5. b. a. Click Search. Assign the escalation to yourself or another existing resource using one of the two methods listed: Manual Assignment a. Enter an escalation summary. 8. a. Enter the name of the customer or employee contact (requester). d. then the resources from the Catch All territory are in view. Using Escalation Manager 48-5 . The resources from the Escalation Territory of the escalated document become visible. If there are no Escalation Territories setup. 6. (Optional) Click Notes to create a note about the escalation. c. b. Click Assign to choose an escalation owner from the Assignment Manager.Managing a Service Request Escalation 4. Save the escalation. and select the Requester check box. (Optional) Enter any additional contact points. but only one requester. Select the resource name and click OK. There can be more than one contact. Select the Assisted Assignment option and select Territories. c. (Optional) Add more reference documents to the escalation in the Reference Documents tab. 7. b. Note: Only click Search in the Selection Criteria region. 9. Automatic Assignment a. Select or enter the following information: a.

Steps 1. 48-6 Oracle CRM Application Foundation User Guide . Select a resource from the LOV. Verify that the task has never been escalated. From the Tools menu. Responsibility CRM Responsibility Navigation Navigate to the Task window. Close the Escalation window to return to the Service Request window.5 Managing a Task Escalation Perform the following steps to manage a stand-alone task escalation. Re-query the service request to view the updated escalation level. Enter the following information: a. 4. then the escalation document will automatically appear in the escalation window. choose Manage Escalation. 48. d. b. (Optional) Click Tasks to create a follow up task for the escalation. 3. Assign the escalation to yourself or another existing resource using one of the two methods listed: Manual Assignment a. Find the task to be escalated. Prerequisite A task exists in the system.Managing a Task Escalation b. 10. If the task has already been escalated. 2. c. A Status A Reason Target date The escalation level 5.

and select the Requester check box. Any employee can escalate a defect from the HTML-based Oracle Quality Online (OQO) application.6 Managing a Defect Escalation A defect is a document which tracks product problems and resolutions. Leave the other fields as defaulted. but only one requester. (Optional) Enter any additional contact points. Save the escalation and query the escalated task to view the updated escalation level. then the resources from the Catch All territory display. b. 7. 9. Select the Assisted Assignment option and select Territories. Using Escalation Manager 48-7 . If there are no Escalation Territories set up.Managing a Defect Escalation Automatic Assignment a. There can be more than one contact. Note: Only click Search in the Selection Criteria region. The resources from the Escalation Territory(s) of the escalated document(s) become visible. A defect can be escalated without an associated service request. 8. Select the resource name and click OK. 48. See the OQO documentation for the procedures on escalating a defect. Click Assign to choose an escalation owner from the Assignment Manager. c. d. Click Search. Enter the name of the customer or employee contact (requester). 6. Enter an escalation summary in the Escalation Summary field.

Managing a Defect Escalation 48-8 Oracle CRM Application Foundation User Guide .

Part XI User Management This part of the Oracle CRM Application Foundation User Guide contains the following chapters: ■ ■ Introduction to Oracle User Management Working with Oracle User Management .

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users can complete many of their own registration tasks and different levels of administration can be handled by predefined resources or partners of an organization who are granted the appropriate roles and permissions. enrollments. approval processes. and self-service registration.49 Introduction to Oracle User Management This chapter covers the following topics: ■ ■ ■ ■ ■ ■ ■ ■ ■ Overview What’s New In This Release User Types Enrollments Templates Approval Processes Access Control Self-service Registration Terms and Definitions 49. Because these processes are self-service enabled.1 Overview Oracle User Management is a highly extensible framework that automates many of the user registration and administration processes for an organization based on its business requirements. Oracle User Management functionality is based on key concepts that include user types. access control. This reduces an organization’s operating cost and its reliance on customer service agents who manually perform these tasks. Once an organization has implemented Oracle User Introduction to Oracle User Management 49-1 . templates.

Consequently. This version of Oracle User Management contains a script and a concurrent program.What’s New in This Release Management. The MIGRATE_PRIMARY_USERS concurrent program generates a log identifying which users have been migrated and which ones have not yet been migrated because of pending user type or enrollment requests. In this case. This chapter provides a conceptual explanation of Oracle User Management in the following topics: 49. Enhanced Password Validation Oracle User Management contains an enhanced password validation system that validates passwords according to the following criteria: ■ ■ ■ Password is an appropriate length Password is not easy to guess Password contains ASCII or alpha-numeric characters only Password Expiration User Management contains a password expiration feature which functions as follows: 49-2 Oracle CRM Application Foundation User Guide .5. the client must process these requests and run the concurrent program again to migrate these users. Alternatively.2 What’s New in This Release This release of the System Administrator Console contains the following new features and functions for Oracle User Management subsequent to the 11. and for providing them with access to the appropriate applications. new users cannot register for this user type. Automatic Password Reset New users or users whose passwords have been reset by an appropriate user such as the system administrator automatically receive an email message stating that they must reset their password. MIGRATE_PRIMARY_USERS that must be run to migrate users that registered for this user type to the business user user type. and maintaining different types of users. the MIGRATE_PRIMARY_USERS concurrent program can be scheduled to run on a regular basis in order to automatically migrate users once their requests are processed. it can automate the process for registering. approving.6 release: Primary User Type for Existing Organizations is Obsolete The primary user type for existing organizations is disabled.

This number is a useful identifier for requestors who contact customer service departments to check the status of their request.What’s New in This Release ■ When an administrator resets a user’s password. users with the appropriate roles can select this checkbox to grant delegation capability to new users. If they do not have the appropriate roles then the Delegation checkboxes are shaded and cannot be selected. ■ Delegation User Management contains a powerful new feature which enables users with the appropriate role to delegate enrollments to other users and to delegate the delegation ability itself. The Current Approver column display the current approver for each request. an email message is sent to the user with the new password. users with the appropriate roles can select this checkbox to grant delegation capability to new users. This password automatically expires and must be reset by the user. New Enrollment Availability Oracle User Management now contains four types of enrollment availability that appear in the Availability column of the User Types. This password automatically expires and must be reset by the user. This page includes a Delegation column with a checkbox in each row. The Request Summary page now includes a Delegation column with a checkbox in each row. In addition to delegating enrollments. Enrollments page: ■ ■ ■ ■ automatic self-service delegation only self-service and delegation Enhanced Request Summary Page The Pending Requests page contains the following new features: ■ The Confirmation Number column displays a confirmation number that is automatically generated during registration. If they do not have ■ ■ Introduction to Oracle User Management 49-3 . When an administrator registers a new user an email message is sent to the user with the new password. This column only appears for a System Administrator or a user with identical permissions. In addition to delegating enrollments.

Email Notification Users can receive automatic email notifications for the following: ■ ■ ■ ■ Status for each enrollment Registration confirmation User account deactivation Password reset Enrollment Enhancements This release of User Management contains the following enrollment enhancements: ■ It ships with a primary user enrollment and four business users that are assigned by delegation only. Previously.What’s New in This Release the appropriate roles then the Delegation checkboxes are shaded and cannot be selected. System administrators can now view automatic enrollments assigned to a user. Profile Options Oracle User Management contains the following new profile options: ■ ■ ■ ■ ■ ■ ■ JTA_UM_APPLICATION_URL JTA_UM_REG_ORG_FAX_REQD JTA_UM_REG_ORG_PHONE_REQD JTA_UM_SUPPORT_CONTACT JTA_UM_PASSWORD_GEN_WKF JTA_UM_SENDER SIGNON_PASSWORD_LENGTH 49-4 Oracle CRM Application Foundation User Guide . ■ Default Responsibility Assignment The default responsibility is now assigned on the basis of a user’s selected enrollments. it was assigned by user type.

and JTF schemas. and extensible method of defining. FND. 49. They can sign up for and configure a set of enrollments and are required to participate in the same approval process. categorizing. 49. It is generally the first user to register an organization and does not require approval. are provided the same default application access with one responsibility and a range of security roles from none to several complex ones. user types facilitate user self-service registration by enabling merchants to associate default roles. and individual user. 49. All users that belong to a specific user type possess the same registration requirements and. accounts.3.3. In addition. and registration templates with categories of users and to determine the appropriate approval process.3 Individual User The individual user is a typical business-to-consumer (B2C) user that has no relationship to an organization.2 Business User The business user is a typical B2B user associated with an organization. The business user is generally approved by one or more primary users of an organization or someone in the merchant organization. Approval is generally not required for individual users. if desired.1 Primary User The primary user is a business user and is also the primary contact for an organization. and implementing specific forms of user behavior. 49.3. An individual belonging to this user type functions as customer administrator and is responsible for managing all users of the same user’s organization. Users can obtain enrollments during Introduction to Oracle User Management 49-5 . Information about each user that registers for one of these types is stored in the TCA.4 Enrollments Enrollments are a set of add-on services that incrementally capture user data and grant users additional access privileges.Enrollments 49. Oracle User Management contains three default user types: primary user. business user. They provide a flexible. responsibilities. Business users can be granted Primary User privileges with the new Primary User enrollment.3 User Types User types are categories of users based on an organization’s unique registration requirements.

4. Enrollments typically grant a user access to an application.4. can be automatic. The delegation role is defined for the enrollment and the administrator has the delegation role.4.1 Self-service Enrollments Self-service enrollments are enrollments that a user manually assigns to itself as part of the registration process. ■ 49. Enrollments can be tied to one or many user types. 49. delegation only.4.Enrollments registration or after the approval process is completed. and may require an approval process. 49. They correspond to a 0-1 responsibility and 0-many security roles and are optionally displayed in a user interface such as a JSP page. 49. and to sign up for parking permits or any other service. but can also enable the user to accept licensing terms. self-service. This process only takes place at the delegating individual’s discretion and users cannot sign up for these enrollments. or delegation and self-service. Users cannot use self-service registration to sign up for enrollments that are delegation only enrollments.2 Automatic Enrollments Automatic enrollments are automatically and transparently assigned to a user when the user registers for a specific user type. 49. an organization may wish to automatically assign primary users with access to specific accounts that are not available to other user types.3 Delegation Only Delegation only enrollments are assigned to users by an individual with the appropriate access privileges and never requires any approvers. to provide surveys. An individual with the appropriate access privileges can also grant delegation privileges to other users. Users can sign up for these enrollments or an individual with the 49-6 Oracle CRM Application Foundation User Guide .3.1 Required Roles The delegation only enrollment is only available if: ■ The administrator has granted the user all access roles associate with the enrollment.4 Delegation and Self-service Delegation and self-service enrollments can be assigned to a user by either of two methods.4. For example.

In addition. which captures the required information and writes it to the database. Note: See Approving Pending User Requests for details regarding request time-out results.Approval Processes appropriate access privileges can assign them to users.6 Approval Processes An approval process is a predefined series of steps required to approve user registration or service enrollment requests.4. then the administrator can grant users the enrollment without launching an approval process. They are associated with one-to-many user types and can be associated with one-to-many enrollments. A request times out if it is left in an approvers queue for a specified amount of time. Introduction to Oracle User Management 49-7 . 49. Approval processes use Oracle Workflow for routing requests to the correct approvers and use email to send workflow notifications to the approvers. 49. 49. If a user signs up for a self-service enrollment or is delegated an enrollment by an individual with insufficient access privileges.4. If the enrollment is a delegation and self-service enrollment the it is always available in the UI as a choice for the administrator. however an approval process is launched and must be completed before it is granted to the user. then the administrator can grant users the enrollment. then the user must complete the approval process. Each JSP page is associate with a Java class called a template handler.5 Templates Templates are JSP pages that enable Oracle User Management to capture and retain information during the registration process. Each template is associated with one or more user types and enrollments. If the administrator does not have all of the required roles for an enrollment. approval processes support time-outs and reminders.1 Required Roles If the administrator has all of the required roles for an enrollment.

Approval Processes Users are sent email notifications once their requests have been approved or rejected.2 Approval Definition An approval definition is the association of a user type or an enrollment with a workflow process.1 Approval An approval is an optional feature that enables approvers to reject or approve new user accounts. create. If a user type or enrollment is modified and no longer requires an approval. 49. then the email notification is sent to each successively to approve the request. all pending requests are transferred back to the top of the new approver list. If the user type or enrollment is changed to use another approval definition.6.4 Approver Lists An approver list is a group of one or more approvers associated with an approval definition.6. 49. 49-8 Oracle CRM Application Foundation User Guide . Each approval definition has a default approver list and can have separate approver lists defined for each organization that takes priority over the default list. 49. modify. all pending request workflow processes terminate and a new workflow process is created and launched. including those for specific organizations. a default list of approvers. 49. and optionally with an organization that overrides the list of approvers. The System Administrator Console Users tab enables users to view. If the approval definition has multiple approvers. If the order of the approvers changes.6. then all pending requests are automatically approved. The user is only granted the required access or enrollment after each approver has approved the request. delete. They will not be granted security roles or responsibilities until they have been approved. enable.6.3 Approval Flow The approval flow is a predefined flow of steps required to approve user registration or service enrollment requests. It uses workflow to track and route an approval request to the approvers and to deliver an email notice to the approvers when required. Rejection is required from only one approver to deny the user the requested access or enrollment. and disable approvals.

5.5. also known as approvers are generated by the approver list and the most current state of workflow defined for given approval. They can also supersede any decision made by other approvers in an organization. also referred to as merchant administrators. 49.Approval Processes 49. Request owners have the JTF_APPROVER permission and can only approve requests assigned to them. To approve requests.6. All members of this group can view and process the request and only one member Introduction to Oracle User Management 49-9 .6 Approval Groups User Management enables a designated group of users to approve account requests. 49. and can approve any requests for their organization if approval group capability has been implemented in the system.1 System Administrators System administrators. Oracle User Management recognizes the following levels of approvers: ■ ■ ■ System Administrators Primary Users Request Owners 49.3 Request Owner Request owners.5 Approvers Approvers are designated individuals who can modify user information and who can create and assign user accounts.2 Primary Users Primary users can approve requests that are explicitly assigned to them.6. system administrators must be assigned the JTF_REG_APPROVAL permission. Primary users can approve any request for their organization if approval group capability has been implemented in the system.6. Approvers with the CRM Primary User responsibility or access to the CRM System Administration Console can approve or reject user type and enrollment requests.5. 49.6. Primary users must be assigned the JTF_PRIMARY_USER_SUMMARY permission to approve pending requests and must be assigned the JTF_PRIMARY_USER responsibility to access the approval page.6. can accept or reject any requests in the system and can define a global or default list of approvers for each user type and enrollment.

and responsibilities.1. During the registration process. This responsibility does not provide access to any other tabs in the System Administrator Console. roles. 49. individual users are given access to only one responsibility. is assigned to the next approver in the approval hierarchy.7.1. 49.7.7. if applicable.7.2 Permissions Permissions are specific types of access privileges that can be assigned to a user.Access Control of the group must approve the request. Once this occurs. Oracle User Management contains the following permissions: 49-10 Oracle CRM Application Foundation User Guide . can be accessed by clicking the Users tab. the request.3 CRM Primary User The CRM Primary User page provides access to the Home tab and Users tab in standalone mode.1 Responsibilities Responsibilities are groupings of application menus that determine the user interface accessible to a particular user. 49.7 Access Control Oracle User Management provides a flexible and granular level of access control through its system of permissions. 49. 49.1.1 CRM HTML Administration The CRM HTML Administration responsibility provides access to the HTML System Administration console. Typically.2 CRM User Management The CRM User Management responsibility provides access to the Registration and Setup navigation links in the System Administration Console. A user can perform specific tasks if the user is assigned the required permissions. users are granted access to one or more responsibilities depending on the services in which they enroll and the merchant policy. Oracle User Management functionality. Oracle User Management contains the following responsibilities: 49.7.

Users who are assigned this permission can perform the following in the User Maintenance page: ■ ■ ■ ■ ■ ■ Disable user accounts thereby preventing users from logging in.3 JTF_APPROVER The JTF_APPROVER permission enables users to view and to approve requests that are assigned to them and to be approvers in the Approval Definition screen. Change Account Assignments. View Enrollments. View and approve all requests for their organization if the approval group function has been implemented in the system. This permission is automatically assigned when a user is granted delegation privileges for the first time for an enrollment. Reset passwords.1 JTA_UM_SETUP The JTA_UM_SETUP permission provides access to all Oracle User Management setup screens and should only be granted to administrators in the organization who are responsible for implementing the system.2.2. 49.Access Control 49.2. Introduction to Oracle User Management 49-11 .7.4 JTF_PRIMARY_USER_SUMMARY The JTF_PRIMARY_USER_SUMMARY permission provides users with access to the User Maintenance and Pending Approvals page s. Users who are assigned this permission can perform the following in the Pending Approvals page: ■ ■ View and approve all requests assigned to them.7.7.2 JTA_UM_DELEGATION_ACCESS The JTA_UM_DELEGATION_ACCESS permission displays the Delegation column with checkboxes in the Enrollment selection page. and enables them to query all users in their organization.7. 49. 49. Revoke enrollments.2. Assign new enrollments.

each of which separately determines access rights to the user interface details. 49-12 Oracle CRM Application Foundation User Guide . to assign accounts.7. users with the appropriate access privileges can also create and customize their own roles.2 JTA_UM_SETUP_ADMIN The JTA_UM_SETUP_ADMIN role is assigned the JTA_UM_SETUP permission and provides users with all of the access privileges associated with this permission. and to disable user access.3 JTF_APPROVER The JTF_APPROVER role is assigned the JTF_APPROVER permission and provides users with all access privileges associated with this permission. Although Oracle User Management contains the following predefined roles.7. which are page level or function level granular privileges used to maintain application security.3.3.7. 49. to reset passwords.Access Control 49. 49. users are granted the appropriate set of roles that map to their job function. A single user can be granted several roles. the ability to perform certain transactions and the ability to access certain data sets.6 JTF_SECURITY_ASSIGN_ROLE The JTF_SECURITY_ASSIGN_ROLE permission provides system administrator capability for specific functions that include the ability to query any users and to change their details. and pending approvals from the Pending Approvals link in the main navigation bar.5 JTF_REG_APPROVAL The JTF_REG_APPROVAL permission provides system administrator capability for specific functions that include the ability to view and respond to all requests in the system independently of the person to whom they are assigned.2. 49. 49.1 JTA_UM_DELEGATION_ACCESS The JTA_UM_DELEGATION_ACCESS role is assigned the JTA_UM_DELEGATION_ACCESS permission and provides users with all of the access privileges associated with this permission.3.2.7.7. to manage enrollments.3 Roles Roles are groupings of permissions.7. 49. During the registration process.

3 Registration Self-service User UI The Registration Self-service user UI is a user interface that enables self-registration for primary. to maintain users.8 Self-Service Registration Self-service registration is a user interface and set of background processes that enable users to perform their own registration tasks instead of doing so through an administrator. 49.4 JTF_PRIMARY_USER The JTF_PRIMARY_USER role is assigned the JTF_PRIMARY_USER_SUMMARY permission and provides users with all access privileges associated with this permission. 49. parties.1 Registration Registration is the process that provides users with access to some or all of an application’s functionality. and designated primary users.8.9 Terms and Definitions This section contains additional terms and definitions that are essential to understanding Oracle User Management. 49. individual. and accounts for an external organization or an internal group.2 Registration Self-service Administration UI The Registration Self-service Administration UI is a user interface that enables system administrators.3.Terms and Definitions 49.7.5 JTF_SYSTEM_ADMIN_ROLE The JTF_SYSTEM_ADMIN role is the global system administration role and contains all permissions required to access and operate the System Administration Console including JTF_SECURITY_ASSIGN_ROLE and JTA_UM_SETUP. 49. 49. 49.8. or business users. Introduction to Oracle User Management 49-13 .3. This feature reduces an organization’s operating costs and removes registration restrictions that are based on the availability of an administrator.8.7.

9. 49-14 Oracle CRM Application Foundation User Guide . which we call a workflow process definition.9. Many of the Oracle User Management configuration and management tasks are performed using a HTML interface composed of JSPs. routing information of any type according to business rules you can change.9.Terms and Definitions 49.1 Customers Customers are individuals who are external to the implementing organization and who use but do not implement the Oracle e-Business Suite. JSPs have dynamic scripting capability that works in tandem with HTML code. An activity in a process definition can be an automated function defined by: ■ ■ ■ ■ a PL/SQL stored procedure or an external function a notification to a user or role that may request a response a business event a subflow that itself is made up of many activities. 49.5 Workflow Oracle Workflow automates and continuously improves business processes.3 Merchants Merchants implement the Oracle e-Business Suite and should not be confused with “customers” who use the Oracle e-Business Suite.2 Java Server Pages (JSPs) JSPs are an extension to the Java servlet technology that was developed by Sun as an alternative to Microsoft's ASPs (Active Server Pages).9.4 Users Users are individuals who require partial or complete access to one or more applications in the Oracle e-Business suite. 49. 49.9. The rules. include the activities that occur in the process and the relationship between those activities. separating the page logic from the static elements — the actual design and display of the page. 49.

50 Working with Oracle User Management This chapter covers the following topics: ■ ■ Introduction Prerequisites – – Creating the User Management Administrative User Logging into User Management ■ Pending Approvals – – – Approving Pending User Requests Viewing Your Notifications Approving Requests from the Notification Window ■ User Maintenance – – – – – – – – Viewing All Users Searching for a User Creating a New User Editing a User’s Details Deleting a User Defining a User’s Roles Defining a User’s Account Defining a User’s Enrollment ■ Setting up Approval – Creating a New Approval Working with Oracle User Management 50-1 .

1 Introduction The Users tab in the System Administration Console provides functionality for registering users and for setting up the User Management framework. The 50-2 Oracle CRM Application Foundation User Guide .Introduction – – – – – – – ■ Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approval Searching for an Organization Viewing Approval Preferences Updating Approval Preferences Setting up Enrollments – – – – Creating an Enrollment Removing an Enrollment Enabling and Disabling Enrollments Editing an Enrollment’s Details ■ Setting up User Types – – – – – Creating a User Type Removing a User Type Activating and Deactivating User Types Searching for a User Type Editing a User Type’s Details ■ Setting up Templates – – – – – Creating a Template Removing a Template Enabling and Disabling Templates Editing a Template’s Details Searching for a Template 50.

or delete users. a user must be a system administrator or an administrative user with the appropriate responsibilities and roles. enrollments. user types. Prerequisites None Responsibility System Administrator Navigation Log in to the Forms and HTML interfaces as required. and exit the Forms interface: Working with Oracle User Management 50-3 . This section provides instructions for creating a User Management administrative user and assigning it the appropriate responsibilities and roles. 2. The steps for creating the User Management administrative user take place in the Forms and HTML interfaces. and templates. and to setup.Creating the User Management Administrative User Registration menu in the main navigation bar enables administrators to manage approvals. modify.2 Creating the User Management Administrative User To access the System Administrator Console and perform certain User Management administrative functions. Note: Before performing the functions discussed in this section. Log in to the Forms interface with System Administrator responsibility and choose Security>User>Define. please consult the Introduction to Oracle User Management Chapter for a conceptual overview of User Management. save your work. 50. Enter a user name and password in the Users window. Steps in Forms 1. 3. Add the following responsibilities. The Setup menu in the main navigation bar enables administrators to create and manage approvals.

Select the user name and then select Roles Assign the JTA_UM_SETUP_ADMIN role to the user. When you have assigned all of the required roles. select the User>Registration>User Maintenance. Login in to the HTML interface wit System Administrator responsibility. 50. 50-4 Oracle CRM Application Foundation User Guide . If you do not assign appropriate roles to the user. select Update. Click the Users table and then click User on the side navigation bar. 3. 2. and exit the System Administrator Console.3 Logging into User Management The following modules use User Management to register users: ■ ■ ■ Oracle iStore Oracle iSupport Oracle Partners Online Perform the following steps to log into the System Administrator Console. Log on to the System Administrator Console as a System Administrator. Select Roles in the User Details page and assign the appropriate roles to the user. Search for the user you want to configure in the Users page and click the resulting link for the user. Enter the user name in the search field and Select Go. 7. 6. Note: Responsibilities determine which pages a user can access and roles determine which functions the user can perform in those pages. click Update. Steps in HTML 1. 5. 8. then it will not be able to perform the required function even with the appropriate access to the page.Logging into User Management ■ ■ ■ CRM HTML Administration CRM User Management CRM Primary User 4.

Instead. Steps 1.Approving Pending User Requests Note: All fields marked with an asterisk are required. Prerequisites ■ ■ You must have a valid username and password. edit user information. If the approver still does not respond. then the notification is sent to the user specified in the JTF_UM_APPROVAL_OWNER profile option. If the last approver does not respond. 2. Working with Oracle User Management 50-5 . 3. Enter your username. ■ ■ Perform the following steps to accept or reject user approval requests. 50. or there are no more approvers on the list. and assign accounts to the user. The following sequence of events occurs if notifications are set to time out after a specified amount of time in the JTF_UM_APPROVAL_TIMEOUT profile option: ■ If the time-out period passes without an approval or rejection. Navigate to the Login window. you must click on the link in the window to respond to these requests. You must have the appropriate responsibility such as the CRM HTML Administration responsibility. the request is sent to the next approver specified in the Approval Setup window.4 Approving Pending User Requests Pending user account requests must be approved by an approver. Enter your password and click Go. a system administrator or the primary user for an organization. Note: Any pending user requests submitted before User Management was applied do not appear in the Pending Request window. a reminder is sent to the same approver.

system administrator. Perform the following steps to view your user requests. Click View Notifications. Whether the request is granted or rejected. Navigation Navigate to Users>Registration>Pending Approvals Steps 1. system administrator. Click Workflow.Viewing Your Notifications Prerequisites You must be an approver. The Delegation column is only visible to uses with the appropriate role. Steps 1. Select the check box next to the user and click Accept or Reject to answer the request from this window A notification is sent to the user when the last approver from the approval definition approves it. the user receives a notification. (Optional) Select the Delegation check box next to the user to provide the user with delegation ability. 50. Set up your Personal Homepage (PHP) to show workflow notifications. to approve a request. Select the Main Menu tab. or primary user of a company with the appropriate permissions. or a primary user for an organization can approve or reject a users request. 3. 3. 2. 50-6 Oracle CRM Application Foundation User Guide . 4.5 Viewing Your Notifications A merchant administrator. 5. (Optional) Review the user’s details before accepting or rejecting Click the username in the Username column to review the request before accepting or rejecting it. Prerequisites You must set up your Personal Home Page (PHP) and have the workflow and self service responsibilities to receive notifications. Log in as the System Administrator. 2.

Steps 1. 2. Click View Notifications. Log in as the System Administrator. The approver follows the URL to approve or reject the request. The list provided includes application users that may or may not have the appropriate responsibilities to approve user requests. 4. 5. However.Approving Requests from the Notification Window Your notifications appear in the Worklist window. it is the approvers responsibility to confirm that the person to whome you are reassigning the request has the correct approver responsibilities and permissions. Set up your Personal Homepage (PHP) to show workflow notifications.6 Approving Requests from the Notification Window Note: When an approver receives a registration request in their Notifications. Prerequisites You must set up your Personal Home Page (PHP) and have the workflow and self service responsibilities to receive notifications. Select the Main Menu tab. See Also ■ Approving Requests from the Notification Window 50. For user types. 3. Review the users details and click Approve to accept the request or click Reject to deny the request. The Notification Details window opens. Click the link to respond to the request. Click Workflow. Your notifications appear in the Worklist window. 7. they have the option to reassign it. 6. Working with Oracle User Management 50-7 . the system administrator receives a URL in their notifications. Perform the following steps to approve or reject a user requests.

Click Registration on the main navigation bar. 3. e. Prerequisites You must be the merchant administrator. if it is not already selected. Enter a minimum of three characters into to the search field. or the primary user of a company with the appropriate permissions. The request is Reassigned. you will only be able to view users for your company. Note: If you are the primary user for your organization. 4. You are responsible for verifying c. Steps 1. Log in to the CRM System Administrator Console as a system administrator. 5. See Also ■ Viewing Your Notifications 50.7 Viewing All Users Perform the following steps to view all users in the system. system administrator. d. Select the Delegate Authority for responding to this notification option button to send the request to an approver w to Transfer Ownership of this notification Enter any comments you want the new approver to view. 2.Viewing All Users 8. 50-8 Oracle CRM Application Foundation User Guide . Enter the Approvers name or click the Up arrow icon to search for an approver. to view all users. Click Reassign. Select the Users tab. Click User Maintenance on the side navigation bar. Click OK. The Users window opens. To reassign the request: a. b.

Working with Oracle User Management 50-9 . Note: If you are the primary user for your organization. Click Registration on the main navigation bar. Steps 1. Click User Maintenance on the side navigation bar. you are only able to query users for your company. See Also ■ ■ ■ ■ ■ ■ ■ Searching for a User Creating a User Editing a User’s Details Deleting a User Defining a User’s Roles Defining a User’s Account Defining a User’s Enrollment 50. Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. 6.8 Searching for a User Perform the following steps to search for a user. 3. 5. Select Last Name.Searching for a User The "%" and "_" (underscore) symbols are wildcards. Click Go. All users that match your search criteria are listed. The Users window opens. 2. or Username from the Enter Search Criterion drop-down list. 4. if it is not already selected. First Name. Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to search for a user.

Users who represent themselves only (for individuals). This search may take a long time. See Also ■ ■ ■ ■ ■ ■ ■ Viewing All Users Creating a User Editing a User’s Details Deleting a User Defining a User’s Roles Defining a User’s Account Defining a User’s 50. Click Go. enter three spaces followed by "%". Users who want to register their organization. The "%" and "_" (underscore) symbols are wildcards. Enter a minimum of three characters into to the search field. ■ ■ ■ Perform the following steps to create a new user.Creating a New User 6. Oracle ships out-of-the-box the following user types: ■ Users who represent a company or organization that is a Partner of Oracle (Partner).9 Creating a New User Certain types of users may only be created by a system administrator. Users who represent an organization that is already registered. For example. A list of search results appears in the window. 50-10 Oracle CRM Application Foundation User Guide . a system administrator creates primary users or other system administrators. 7. Note: To search for all users in the system. and want to register themselves as a user.

The Users window opens. Click Continue to return to the main User Maintenance page. 10. Enter the user's information into the fields provided and click Next. Click User Maintenance on the side navigation bar. 4. Click Create. Log in to the CRM System Administrator Console as a system administrator. Enter information about the organization (if you are creating a user type associated with an organization). See Also ■ Viewing All Users Working with Oracle User Management 50-11 . This information includes the name. Enter supporting information. The User Registration Summary page opens and displays a confirmation number. Click Registration on the main navigation bar. _. 2.Creating a New User Note: Do not create user names starting or ending with any special characters. 7. Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to create a new user. Select the Users tab. location of the organization. Steps 1. 8. as well as a password. 5. and relevant telephone numbers. Select the type of user that you want to create. if it is not already selected. This information includes name and contact information. Select available enrollments as appropriate. such as %. The User Registration window opens. and click Next. and click Next. 6. selected. depending on the enrollment(s) that you 11. or *. 9. 3.

If you do not need to search for the user. Click Registration on the main navigation bar. then skip to step 7. b. 2. The User Details page opens. Click User Maintenance on the side navigation bar. 6. c. A list of search results appear in the window. Steps 1. 50-12 Oracle CRM Application Foundation User Guide . The Users window opens. 3. Enter a minimum of three characters into to the search field. 4. Click Go. The "%" and "_" (underscore) symbols are wildcards.10 Editing a User's Details Perform the following steps to edit a user's information. Click the username. 7. Log in to the CRM System Administrator Console as a system administrator. If you need to search for the user.Editing a User's Details ■ ■ ■ ■ ■ ■ Searching for a User Editing a User’s Details Deleting a User Defining a User’s Roles Defining a User’s Account Defining a User’s Enrollment 50. Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to edit a user’s details. or Username from the Enter Search Criterion drop-down list. First Name. 5. Select Last Name. Select the Users tab. if it is not already selected. then: a.

Select the Users tab. Log in to the CRM System Administrator Console as a system administrator. (Optional) Click Enrollments to view or update the enrollments associated with this user. 9. click Update when you have completed your modifications. See Also ■ ■ ■ ■ Viewing All Users Searching for a User Creating a User Deleting a User 50. Click Registration on the main navigation bar. Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to delete a user. See Defining a User’s Account for details. 13. if it is not already selected. Steps 1. See Defining a User’s Roles for details.11 Deleting a User Perform the following steps to delete a user. 12. 2. 10. 3. Working with Oracle User Management 50-13 . Fields marked with an asterisk are mandatory. See Defining a User’s Enrollment for details.Deleting a User 8. Edit fields as desired. (Optional) Click Roles to view or update the roles associated with this user. (Optional) Click Default Responsibility to view or update the default responsibility associated with this user. (Optional) Click Accounts to view or update the accounts associated with this user. 11.

8. then skip to step 7. The Delete User window opens. Click Delete User. b. If you do not need to search for the user. Select the check box which corresponds to the user you want to delete. Click Go. If successful. Enter a minimum of three characters into to the search field. 7. First Name. The "%" and "_" (underscore) symbols are wildcards. The selected user is deleted from the system. Select Last Name. 5. or Username from the Enter Search Criterion drop-down list. The system also attempts to send an notification to the email address associated with that user. If you need to search for the user. See Also ■ ■ ■ ■ ■ ■ ■ Viewing All Users Searching for a User Creating a User Editing a User’s Details Defining a User’s Roles Defining a User’s Account Defining a User’s Enrollment 50-14 Oracle CRM Application Foundation User Guide . Click Delete. A list of search results appear in the window. c. 10.Deleting a User 4. Click User Maintenance on the side navigation bar. The Users window opens. 6. 9. then: a. a confirmation message is generated. Deselect any user names that you do not wish to delete at this point.

Select the name of a role in one list and click > or < to move it to the other list. Repeat step 8 as desired.Defining a User’s Roles 50. Log in to the CRM System Administrator Console as a system administrator.Role Mapping window opens. 9. Click User Maintenance on the side navigation bar. Note: If you are the primary user of an organization. of a company with the JTF_SECURITY_ASSIGN_ROLE permission to define a user’s roles. 2. Working with Oracle User Management 50-15 . Steps 1. Click Update to modify the information or click Restore to reset the original values in the window. Click the username. The User Details window opens. 5. The Users window opens. Prerequisites You must be the merchant administrator or a system administrator. click << to move all Assigned Roles to the Available Roles list. 8.12 Defining a User’s Roles Perform the following steps to define a user's role information. (Optional) Click >> to move all Available Roles to the Assigned Roles list. 4. The administrator can only assign roles that they are assigned themselves. Click Roles to edit the user’s role information. Find the user who’s role you want to define. you are not able to define their role from this window. 6. You can hold down the [CTRL] key and use your mouse to select multiple roles. 7. if it is not already selected. 10. 3. The User. Select the Users tab. Click Registration on the main navigation bar. or 11.

Select the Users tab. Click User Maintenance on the side navigation bar. Log in to the CRM System Administrator Console as a system administrator. Note: If the user is not defined as a user type in the user management framework. Steps 1. The User Details window opens. 2.13 Defining a User’s Account Perform the following steps to define a user's account information. if it is not already selected. The Users window opens. 3. Find the user who’s account you want to define. then you can not define the account from this window. 5. 4. Click the username. 50-16 Oracle CRM Application Foundation User Guide . Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to define a user’s account. Click Accounts to view or modify the account(s) associated with this user. 6. Click Registration on the main navigation bar. 7.Defining a User’s Account See Also ■ ■ ■ ■ ■ ■ ■ Viewing All Users Searching for a User Creating a User Editing a User’s Details Deleting a User Defining a User’s Account Defining a User’s Enrollment 50.

Perform one of the following actions: ■ ■ Select the check box next to an account that you want to assign to the user. See Also ■ ■ ■ ■ ■ ■ ■ Viewing All Users Searching for a User Creating a User Editing a User’s Details Deleting a User Defining a User’s Roles Defining a User’s Enrollment 50. 9. ■ Deselect next to an account that you no longer want to assign to the user.Defining a User’s Enrollment The Accounts window opens. Note: If the user is not defined as a user type in the user management framework you are not able to define their enrollments from this window. The new account is added to the table. Note: If you are viewing your own enrollments.14 Defining a User’s Enrollment Perform the following steps to define a user’s enrollment. you have access to available enrollments. Select the account and click Update. Enter a new account name in the account description field and click Create. depending on your roles and responsibilities. Working with Oracle User Management 50-17 . that you can register for. 8.

2. (Optional) To grant the user delegation capability select the checkbox in the Delegation column for the enrollment that you want the user to be able to delegate and click Apply. Find the user who’s role you want to define. 9. The User Details window opens. remove the selection for the enrollments you wish to remove and click Apply. Click User Maintenance on the side navigation bar. revoke. and review a user’s pending enrollments.Defining a User’s Enrollment Prerequisites You must be the system administrator or the primary user of a company with the appropriate permissions to define a user’s enrollment. 7. An individual user can sign up for enrollments. The Users window opens. click Enrollments. The administrator can also add. The User Enrollment Details window opens. 6. Note: The Delegation column only appears if you have the appropriate role to grant delegations with enrollments. Select the Users tab. Select the checkbox next to the enrollments you wish to provide and click Apply. Click the username. Log in to the CRM System Administrator Console as a system administrator. To edit the user's enrollments. To cancel enrollment. Steps 1. 4. See Also ■ ■ ■ ■ Viewing All Users Searching for a User Creating a User Editing a User’s Details 50-18 Oracle CRM Application Foundation User Guide . 8. 5. 3.

Enter a name for the approval. Select the Users tab. The Create Approval window opens. Log in to the CRM System Administrator Console as a system administrator. 3. 6. WARNING: The Use Pending Request Page check box should only be unchecked if your organization does not plan to use User Management’s pending approval window and intends to respond to all approvals through emails and the workflow notification window. Working with Oracle User Management 50-19 . c. b. Steps 1. 2. 4. 5. Enter the approval information. Perform the following steps to create a new approval process. Click Setup on the main navigation bar. Click Create New Approval. The Available Approvals window opens.Creating a New Approval ■ ■ ■ Deleting a User Defining a User’s Roles Defining a User’s Account 50.15 Creating a New Approval An approval is an optional component of the user registration process. (Optional) Enter a description for the approval. a. Click Approval Setup. Enter an Approval Key. Prerequisites You must be the system administrator with the appropriate permissions to create a new approval.

(Optional) Click Cancel to clear the fields. e. The Approver Selection Order window opens. a. Click Submit to save. Enter the Approver Selection information. Click Add User. Select the option button for the user that you want to be the approver. however. See Also ■ ■ ■ ■ Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals 50-20 Oracle CRM Application Foundation User Guide . e. g. A look up window opens. The user’s name appears in the text field. Select an Application from the drop-down list. only those workflows coded to our standards will work with User Management. Click Next. (Optional) Enter the name of additional approvers into the other Approver fields (repeat steps a-e). b. c. (Optional) Select the Use Pending Request Page check box if you want the approval to display during the registration process from the "Register Here" link. g. The Search Results appear in the window. f. Select a Workflow Item Type from the drop-down list. Enter your search criteria and click Go. This list contains all workflows in the system. h. Enter the name of the first approver into the Approver1 field or click Go to search for an approvers name. (Optional) Click add 5 more rows to add five empty approver fields. 8. Enter a number to define the order that each approver gets the request. 7. d.Creating a New Approval d. f.

2.16 Removing an Approval Prerequisites You must be the system administrator with the appropriate permissions to remove an approval. Click Setup on the main navigation bar. 6. Select the Users tab. 4.Removing an Approval ■ ■ ■ Searching for an Oraganization Viewing Approval Preferences Updating Approval Preferences 50. 3. The Available Approvals window opens. 7. Steps 1. Click Update to delete the Approval or click Restore to reset the original values in the window. A confirmation window opens. 5. Click Approval Setup in the side navigation bar. Click Confirm and Update Now to delete the Approval or click Cancel to cancel the deletion. Log in to the CRM System Administrator Console as a system administrator. Select the check box in the Remove column that corresponds to the Approval that you plan to delete. See Also ■ ■ ■ ■ ■ ■ Creating a New Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Searching for an Organization Viewing Approval Preferences Working with Oracle User Management 50-21 .

then: a. Select Approval Name from the drop-down list in the Search Approval area. Click Approval Setup. b. If you want to search by approval name. Steps 1. 5. Prerequisites You must be the system administrator with the appropriate permissions to search for an approval. 6. Perform the following steps to search for an approval. Select the Users tab. Enter your search phrase into the text input field. b. 3. 4. Log in to the CRM System Administrator Console as a system administrator. If you want to search by approval key. Select Approval Key from the drop-down list in the Search Approval area. View your search results. The Available Approvals window opens.Searching for an approval ■ Updating Approval Preferences 50. c. Click Setup on the main navigation bar. View your search results. Click Go. Click Go. Enter your search phrase into the text input field. d. See Also ■ ■ Creating a New Approval Removing an Approval 50-22 Oracle CRM Application Foundation User Guide .17 Searching for an approval An approval is an optional component of the user registration process. d. then: a. c. 2.

2. The Available Approvals window opens. The Update Approval window opens. 7. Click Approval Setup. Select the Users tab. 3. Log in to the CRM System Administrator Console as a system administrator. 4. 5. Prerequisites You must be the system administrator or the primary user with the appropriate permissions to edit an approval’s details. 8. The information is updated. Click the name of the approval in the Approval Name column. See Also ■ Creating a New Approval Working with Oracle User Management 50-23 .18 Editing an Approval Details An approval is an optional component of the user registration process.Editing an Approval Details ■ ■ ■ ■ ■ ■ Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Searching for an Organization Viewing Approval Preferences Updating Approval Preferences 50. Perform the following steps to edit an approval's details. 6. Steps 1. Edit the information in the approver selection order window and click Submit. Edit the fields as desired and click Next. Click Setup on the main navigation bar. Edit the information in the Update Approval window and click Next.

Steps 1. select Disabled from the drop-down list in the corresponding Status column.Enabling and Disabling Approval ■ ■ ■ ■ ■ ■ ■ Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Searching for an Organization Viewing Approval Preferences Updating Approval Preferences 50. If you want to disable an approval.19 Enabling and Disabling Approval Approvals can be enabled or disabled at any time. Log in to the CRM System Administrator Console as a system administrator. Perform the following steps to enable or disable an approval. 2. 5. 6. 7. Click Update to modify the status of the approval or click Restore to reset the original values in the window. Click Approval Setup. Select the Users tab. 8. select Enabled from the drop-down list in the corresponding Status column. 50-24 Oracle CRM Application Foundation User Guide . Click Setup on the main navigation bar. Prerequisites You must be the system administrator of a company with the appropriate permissions to change to status of an approval. The Available Approvals window opens. If you want to enable an approval. 3. A confirmation window opens. 4. Click Confirm and Update All to modify the status.

The Organization window opens. Click Approval Setup. 2. Enter a minimum of three characters into to the search field. Company Number. The "%" and "_" (underscore) symbols are wildcards. Click Setup on the main navigation bar. A list of search results appears in the window. 6. Select the Users tab. 3. Steps 1. 7. 4. Click Go.Searching for an Organization See Also ■ ■ ■ ■ ■ ■ ■ Creating a New Approval Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Viewing Approval Preferences Updating Approval Preferences 50. 5. Log in to the CRM System Administrator Console as a system administrator. The Available Approvals window opens. Click Organization in the side navigation bar. Select Organization Name. or DUNS Number from the Enter Search Criterion drop-down list. Working with Oracle User Management 50-25 .20 Searching for an Organization Perform the following steps to search for an organization. Prerequisites You must be the system administrator with the appropriate permissions to search for an organization. 8.

Select Organization Name. See Also ■ ■ ■ ■ ■ ■ ■ Creating a New Approval Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Viewing Approval Preferences Updating Approval Preferences 50. Click Approval Setup. Log in to the CRM System Administrator Console as a system administrator.Viewing Approval Preferences 9. 5. Enter a minimum of three characters into to the search field. The Available Approvals window opens.21 Viewing Approval Preferences Use the approval preferences window to define an approval list for a specific organization. 2. 50-26 Oracle CRM Application Foundation User Guide . 6. Prerequisites You must be the system administrator with the appropriate permissions to view approval preferences. Search for an organization. Steps 1. a. or DUNS Number from the Enter Search Criterion drop-down list. Company Number. 3. 4. Click Organization in the side navigation bar. b. Click Setup on the main navigation bar. The Organization window opens. Click the column heading to sort the row. Select the Users tab. Perform the following steps to enable or disable an approval.

4. Click Organization in the side navigation bar. Click Go. The Approval Preferences window opens with a list of approval definitions for the specified organization. See Also ■ ■ ■ ■ ■ ■ ■ Creating a New Approval Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Searching for an Organization Updating Approval Preferences 50. Prerequisites You must be the system administrator or the primary user with the appropriate permissions to update approval preferences for an organization. 7.22 Updating Approval Preferences Perform the following steps to update the organization’s approval list. 3. Log in to the CRM System Administrator Console as a system administrator. Click the Organization Name. The Available Approvals window opens. 5. c.Updating Approval Preferences The "%" and "_" (underscore) symbols are wildcards. Click Approval Setup. Steps 1. Click Setup on the main navigation bar. Working with Oracle User Management 50-27 . 2. A list of search results appears in the window. Select the Users tab.

b. Enter a number to define the order that each approver gets the request. Enter the name of the first approver into the Approver1 field or click Go to search for an approvers name. A list of search results appear in the window. (Optional) Click Cancel to clear the fields. Enter the Approver Selection information. Search for an organization. The Approver Selection Order window for the organization opens. Click Go.Updating Approval Preferences The Organization window opens. Select the option button for the user that you want to be the approver. a. 6. Click Add User. (Optional) Click add 5 more rows to add five empty approver fields. c. Click the Organization Name. d. e. a. The user’s name appears in the text field. f. g. See Also ■ Creating a New Approval 50-28 Oracle CRM Application Foundation User Guide . Company Number. The Search Results appear in the window. 10. Enter a minimum of three characters into to the search field. c. or DUNS Number from the Enter Search Criterion drop-down list. (Optional) Enter the name of additional approvers into the other Approver fields (repeat steps a-e). Select Organization Name. 7. b. Enter your search criteria and click Go. h. 9. The Approval Preferences window opens. Click the approval list that you want to update. The "%" and "_" (underscore) symbols are wildcards. 8. Click Submit to save.

Click Create New Enrollment. 6. Steps 1. c. Enter a name for the new enrollment. b. Select the Users tab. 5. The Create Enrollment window opens. 3.Creating an Enrollment ■ ■ ■ ■ ■ ■ Removing an Approval Searching for an Approval Editing an Approval’s Details Enabling and Disabling Approvals Searching for an Oraganization Viewing Approval Preferences 50. 4. you can define enrollments and approvals for enrollments. Define the following information: a. 2. Log in to the CRM System Administrator Console as a system administrator. Perform the following steps to create an enrollment. Working with Oracle User Management 50-29 . Each enrollment may or may not have a role associated with it. The Available Enrollments window opens. From the Create Enrollment window. Click Setup on the main navigation bar. Prerequisites You must be the system administrator or the primary user with the appropriate permissions to create an enrollment. There is a 2000 character limit in the field that includes all HTML tags. Enter an Enrollment Key. This description can include HTML tags for style.23 Creating an Enrollment An enrollment is an optional step in the user registration process. Click Enrollments in the side navigation bar. (Optional) Enter a description for the new enrollment.

See Also ■ ■ ■ ■ Defining a User’s Enrollment Removing an Enrollment Enabling and Disabling Enrollments Editing an Enrollment’s Details 50. If no responsibility is required.Removing an Enrollment 7. You can hold down the [CTRL] key and use your mouse to select multiple roles. d. A confirmation appears stating the enrollment was created successfully. Click Create to save your changes. f. If no approvals are required for the user to subscribe to the service. then click <<. Select an enrollment template from the drop-down list. choose No Responsibility is Required. 50-30 Oracle CRM Application Foundation User Guide . Select a responsibility from the Responsibility drop-down list. Prerequisites You must be the system administrator with the appropriate permissions to delete an enrollment. a. c. Repeat the previous step to add more roles to the list. 9. b. Select an application from the drop-down list. Log in to the CRM System Administrator Console as a system administrator.24 Removing an Enrollment Perform the following steps to delete an enrollment. choose No Approval Required. Select the name of a role in the Available list and click > to move it to the Assigned list. 8. e. Select an approval from the drop-down list. To move all Available Roles to the Assigned Roles list. g. Steps 1. then click >> or to move all Assigned Roles to the Available Roles list. (Optional) Click Reset to clear the fields. Select roles and responsibilities.

Enabling and Disabling Enrollments

2. 3. 4.

Select the Users tab. Click Setup on the main navigation bar. Click Enrollments in the side navigation bar. The Available Enrollments window opens.

5. 6.

Select the check box in the Remove column that corresponds to the enrollment that you plan to delete. Click Update to remove the enrollment or click Restore to reset the original values in the window. A confirmation window opens.

7.

If you are sure you want to delete the enrollment, click Confirm and Update Now.

See Also
■ ■ ■ ■

Defining a User’s Enrollment Enabling and Disabling Enrollments Editing an Enrollment’s Details Creating and Disabling Enrollments

50.25 Enabling and Disabling Enrollments
An enrollment is an optional step in the user registration process. Perform the following steps to enable or disable an enrollment.

Prerequisites
You must be the system administrator with the appropriate permissions to modify the status of an enrollment.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Enrollments in the side navigation bar.

Working with Oracle User Management 50-31

Editing an Enrollment's Details

The Available Enrollments window opens.
5. 6. 7.

If you want to enable an enrollment, select Enabled from the drop-down list in the corresponding Status column. If you want to disable an enrollment, select Disabled from the drop-down list in the corresponding Status column. Click Update to modify the information or click Restore to reset the original values in the window. A confirmation window opens.

8.

Click Confirmed and Update Now. The enrollment status is modified.

See Also
■ ■ ■ ■

Defining a User’s Enrollment Removing an Enrollment Creating and Disabling Enrollments Editing an Enrollment’s Details

50.26 Editing an Enrollment's Details
An enrollment is an optional step in the user registration process. Perform the following steps to edit an enrollment's details.

Prerequisites
You must be the system administrator with the appropriate permissions to edit an enrollment’s details.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Enrollments in the side navigation bar. The Available Enrollments window opens.

5.

Click the name of the enrollment.

50-32 Oracle CRM Application Foundation User Guide

Creating a User Type

The Update Enrollment window opens.
6. 7. 8. 9.

Edit the fields as desired and click Next. Select the Assign the changed role to existing users of this Enrollment check box if you want previously registered users to be granted the specified role. Assign new roles as needed. Select the Assign the changed responsibility to existing users of this Enrollment check box if you want previously registered users to be granted the specified responsibility. Update to save your changes. A confirmation window opens.

10. (Optional) Click Reset to reset the fields to their original settings or click

See Also
■ ■ ■ ■

Defining a User’s Enrollment Enabling and Disabling Enrollments Removing an Enrollment’s Details Creating and Disabling Enrollments

50.27 Creating a User Type
A user type is a category of users based on common responsibilities and roles. Oracle ships the following predefined user types out-of-the-box:
■ ■ ■

primary user business user individual user

Each user type is assigned predefined enrollments that include different roles, responsibilities and availability. Legacy users that uptake the new user management framework, no longer have access to the default roles and responsibilities windows. The user type definition replaces these windows. Roles and responsibilities defined at the user level are the default. Creating a new user type is a multi-step process. The following table lists the three pages needed to create a user type.

Working with Oracle User Management 50-33

Creating a User Type

Necessary User Type Information Page Details Information
■ ■ ■ ■ ■

Description
■ ■ ■ ■ ■

Description Enable Self-Service Registration Registration Template Application Approval by

Optional description of user type Checkbox

You also can change the User Type name here. Credentials
■ ■ ■

Default Responsibility Default Roles Role delegation Enrollment name Activate (Yes or No) Availability Order the active enrollments

■ ■ ■

Checkbox

Enrollments

■ ■ ■ ■

■ ■ ■ ■

Perform the following steps to create a new user type.

Prerequisites
You must be the system administrator with the appropriate permissions to create a new user type.
Note: If you deselect the Enable Self-service Registration check

box when you create a new user type, the user type does not appear in the self-service registration window when you click the "Register Here" link unless the user has the JTF_SECURITY_ASSIGN_ROLE permission. At runtime, the system validates that the user has this permission, if not, it confirms if the check box is selected and only shows the user types that are available for self-service.

50-34 Oracle CRM Application Foundation User Guide

Creating a User Type

Navigation
Log in to the CRM System Administrator Console as a system administrator, navigate to Users>Setup>User Types, and click Create New User Type.

Steps
1.

Enter the details for the user type:
a. b. c.

Enter a user type name. Enter a user type key. (Optional) Enter a description into the Description field. This description can include HTML tags for style. There is a 2000 character limit in the field that includes all HTML tags. (Optional) Select Enable Self-service Registration to display the new user type during the registration process from the "Register Here" link. Enter the order in which you want the user type to be displayed. Select the default registration template and default application from the drop-down lists. Select the approval by information from the drop-down list and click Next.

d. e. f. g. 2.

Enter the credentials for the user type:
a. b.

Select a default responsibility from the drop-down menu. This determines the default login page for the user. Assign a default role to the user. This determines the default level of functional ability for the user.

3.

Enter the enrollments for the user and click Next:
a. b.

Choose Yes or No from the Activate drop-down list next to the enrollment name. Determine the enrollment’s availability by choosing either Automatic, Delegation & Self Service, Delegation Only, or Self Service from the drop-down menu. These values are explained in the Enrollments section of this document. Enter the order in which you with the enrollment to appear in the Order field.

c.

Working with Oracle User Management 50-35

Removing a User Type

See Also
■ ■ ■ ■

Removing a User Type Activating and Deactivating User Types Searching for a User Type Editing a User Type’s Details

50.28 Removing a User Type
A user type is a category of users based on common responsibilities and roles. A user type can be removed as long as it is not enabled (in use). Perform the following steps to remove a user type.

Prerequisites
You must be the system administrator with the appropriate permissions to remove a user type.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click User Types in the side navigation bar. The Available User Types window opens.

5. 6.

Select the check box in the Remove column that corresponds to the user type that you want to delete. Click Update to delete the User Type or click Restore to reset the original values in the window. A confirmation window opens.

7.

Click Confirm to delete the User Type or click Cancel to cancel the deletion.

See Also
■ ■ ■

Creating a User Type Activating and Deactivating User Types Searching for a User Type

50-36 Oracle CRM Application Foundation User Guide

Searching for a User Type

Editing a User Type’s Details

50.29 Activating and Deactivating User Types
A user type is a category of users based on common responsibilities and roles. Perform the following steps to activate or deactivate a user type.

Prerequisites
You must be the system administrator with the appropriate permissions to modify the status of a user type.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click User Types in the side navigation bar. The Available User Types window opens.

5. 6. 7.

If you want to activate an enrollment, select Active from the drop-down list in the corresponding Status column. If you want to deactivate an enrollment, select Inactive from the drop-down list in the corresponding Status column. Click Update to modify the status of the user type or click Restore to reset the original values in the window.

See Also
■ ■ ■ ■

Creating a User Type Removing a User Type Searching for a User Type Editing a User Type’s Details

50.30 Searching for a User Type
A user type is a category of users based on common responsibilities and roles. Perform the following steps to search for a user type.

Working with Oracle User Management 50-37

Editing a User Type's Details

Prerequisites
You must be the system administrator with the appropriate permissions to search for a new user type.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click User Types in the side navigation bar. The Available User Types window opens.

5.

If you want to search by the User Type Name, then:
a. b.

Enter your search phrase into the text input field. Click Go. The results appear in the window.

6.

If you want to search by the User Type Key, then:
a. b.

Enter your search phrase into the text input field. Click Go. The results appear in the window.

See Also
■ ■ ■ ■

Creating a User Type Removing a User Type Activating and Deactivating User Types Editing a User Type’s Details

50.31 Editing a User Type's Details
A user type is a category of users based on common responsibilities and roles. Perform the following steps to edit a user type's details.

50-38 Oracle CRM Application Foundation User Guide

Editing a User Type's Details

Prerequisites
You must be the system administrator with the appropriate permissions to modify the user type’s details.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click User Types in the side navigation bar. The Available User Types window opens.

5.

Click the name of the user type in the User Type Name column. The User Type Details window opens.

6. 7. 8.

Edit the fields as desired. (Optional) Click Clear to reset the fields to their original settings. Click Next to save and go on to the next form. The Roles and Responsibilities window opens.

9.

Edit the information as needed.
a. b.

Use the drop-down list to select a user type responsibility. (Optional) Select the Assign the changed responsibility to existing users of this user type check box if you want other users registered under this user type to be granted the responsibility specified. To assign roles, select the name of a role in one list and then click > or < to move it to the other list. Repeat this step for as many roles you want to assign. If you want to move all Available Roles to the Assigned Roles list, then click >>. If you want to move all Assigned Roles to the Available Roles list, then click <<. (Optional) Select the Assign the changed role to existing users of this user type check box if you want other users registered under this user type to be granted the role specified.

c.

d. e. f.

Working with Oracle User Management 50-39

Creating a Template

10. Click Next to save and go on to the next form or click Restore to revert back to

the original values in the window. The Enrollments window opens.
11. Edit the information as needed. a. b. c. d. e.

If you want to enroll the user type in an enrollment, select Yes from the drop-down list in the Enroll column. If you do not want to enroll the user type in an enrollment, select No from the drop-down list in the Enroll column. Select Automatic or Self-service from the drop-down lists to define the type. Enter a number into the fields in the Order column to set enrollment order. If you want to edit an enrollment's details, then click the name of the enrollment.

12. Click Next to save and go on to the next form or click Restore to revert back to

the original values in the window. The User Types window opens with the newly updated user type information.

See Also
■ ■ ■ ■

Creating a User Type Removing a User Type Activating and Deactivating User Types Searching for a User Type

50.32 Creating a Template
A template is an application-specific set of JSPs that you can use to customize the user registration process. There are two template categories, user types and enrollments. Perform the following steps to create a template.

Prerequisites
You must be the system administrator with the appropriate permissions to create a new template.

50-40 Oracle CRM Application Foundation User Guide

Creating a Template

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Templates on the side navigation bar. The Available Templates window opens.

5.

Click Create New Template. The Create Template window opens.

6.

Enter the following required information.
a. b. c. d. e. f. g.

Enter the template key. Enter a name for the template. (Optional) Enter a description for the template. Select a template type from the drop-down list. Options include user type template or enrollment template. Enter the name of the template handler. The template handler is a java class implemented by the application to handle the registration data at runtime. Enter the name of JSP page that is the first window of the template flow into the Page Name field. The extension of the window must be ".jsp". Select an application from the drop-down list.

7. 8.

(Optional) Click Reset to clear the fields. Click Create to save your information.

See Also
■ ■ ■ ■

Removing a Template Enabling and Disabling Templates Editing a Template’s Details Searching for a Template

Working with Oracle User Management 50-41

Removing a Template

50.33 Removing a Template
A template is an application-specific set of JSPs that you can use to customize the user registration process. Perform the following steps to delete a template.

Prerequisites
You must be the system administrator with the appropriate permissions to remove a template.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Templates on the side navigation bar. The Available Templates window opens.

5. 6.

Select the check box in the Remove column that corresponds to the template that you want to delete. Click Update to delete the template or click Restore to reset the original values in the window. A confirmation window opens.

7.

Click Confirm Update to delete the template or click Cancel to return to the Available Templates window.

See Also
■ ■ ■ ■

Creating a Template Enabling and Disabling Templates Editing a Template’s Details Searching for a Template

50.34 Enabling and Disabling Templates
A template is an application-specific set of JSPs that you can use to customize the user registration process. A template can be assigned to many enrollments and user types. Perform the following steps to enable or disable a template.

50-42 Oracle CRM Application Foundation User Guide

Editing a Template's Details

Prerequisites
You must be the system administrator with the appropriate permissions to modify the status of a template.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Templates on the side navigation bar. The Available Templates window opens.

5. 6. 7.

If you want to enable a template, select Enabled from the drop-down list in the corresponding Status column. If you want to disable a template, select Disabled from the drop-down list in the corresponding Status column. Click Update to modify the template’s status or click Restore to reset the original values in the window. A confirmation window opens.

8.

Click Confirm Update to modify the template’s status or click Cancel to return to the Available Templates window.

See Also
■ ■ ■ ■

Creating a Template Removing a Template Editing a Template’s Details Searching for a Template

50.35 Editing a Template's Details
A template is an application-specific set of JSPs that you can use to customize the user registration process. Perform the following steps to edit a template's details.

Working with Oracle User Management 50-43

Searching for a Template

Prerequisites
You must be the system administrator with the appropriate permissions to modify a template’s details.

Steps
1. 2. 3. 4.

Log in to the CRM System Administrator Console as a system administrator. Select the Users tab. Click Setup on the main navigation bar. Click Templates on the side navigation bar. The Available Templates window opens.

5.

Click the name of the template in the Template Name column. The User Management: Update Template window opens.

6. 7. 8.

Edit the fields as desired. (Optional) Click Clear to reset the fields to their original settings. Click Update to save your changes.

See Also
■ ■ ■ ■

Creating a Template Removing a Template Enabling and Disabling Templates Searching for a Template

50.36 Searching for a Template
A template is an application-specific set of JSPs that you can use to customize the user registration process. Perform the following steps to search for a template.

Prerequisites
You must be the system administrator with the appropriate permissions to search for a template.

Steps
1.

Log in to the CRM System Administrator Console as a system administrator.

50-44 Oracle CRM Application Foundation User Guide

Searching for a Template

2. 3. 4.

Select the Users tab. Click Setup on the main navigation bar. Click Templates on the side navigation bar. The Available Templates window opens.

5. 6. 7.

Select how you want to search for the template. Options include Template Name or Template Key from the drop-down list. Enter your search criteria into the text field. Click Go. Your search results appear in the window.

See Also
■ ■ ■ ■

Creating a Template Removing a Template Enabling and Disabling Template Editing a Template’s Details

Working with Oracle User Management 50-45

Searching for a Template

50-46 Oracle CRM Application Foundation User Guide

Part XII
Appendices
This part of the Oracle CRM Application Foundation User Guide contains the following chapters:
■ ■ ■ ■ ■ ■ ■

Oracle Resource Manager User Interface Reference Oracle Notes User Interface Reference Oracle Territory Manager User Interface Reference Oracle Task Manager User Interface Reference Oracle HTML Calendar User Interface Reference Oracle Interaction History User Interface Reference Oracle Escalation Management User Interface Reference

Click this link to send an email message to the resource. Table A–1 Employee Window Description Type Hyperlink Text Field Hyperlink Text Field Hyperlink Text Field Drop-down Description Click this link to access the details for the resource selected. This read-only text field displays the phone number for the resource.A Oracle Resource Manager User Interface Reference This appendix contains user interface object descriptions of the HTML version of Resource Manager. This read-only text field displays the employee number for the resource. UI Object Name Preferred Name Employee Number Job Title Work Phone Email Manager Quick Find Oracle Resource Manager User Interface Reference A-1 .1 Employees The following table describes field descriptions in the Employee window with the CRM Application Foundation User responsibility. Use the drop-down list to select search criteria for an employee resource. This read-only text field displays the manager name for the resource. A. Click this link to access the organization window.

Click this button to execute the search based upon the criteria chosen in the Quick Find field. This field is case insensitive.Advanced Search Table A–1 Employee Window Description Type Text Field Description Enter the search value for the search or enter% in the text field to search all employee resources. This field is case insensitive. Enter a partial or complete last name for the search in the text field. This field is case sensitive. This field is case insensitive. Click this link to access the Advanced Search window. Enter a complete or partial email address for the search in the text field. UI Object Name First Name Last Name Text Field User Name Text Field Email Text Field Employee Number Job Title Text Field Text Field A-2 Oracle CRM Application Foundation User Guide .2 Advanced Search The following table describes field descriptions in the Advanced Search for Employees window. Enter a partial or complete title for the search in the text field. The Results appear in the Resource Summary window. Enter an employee number for the search in the text field. Enter a complete or partial user name for the search in the text field. Table A–2 Advanced Search Window Description Type Text Field Description Enter a partial or complete first name for the search in the text field. There must be a minimum of three characters entered for the search. This field is case insensitive. UI Object Name Quick Find Value Go Button Advanced Search Hyperlink A.

3 Resource Detail The following table describes field descriptions in the Resource Detail window. Click this button to execute the search and access the search results in the Resource Detail window. Click this button to refresh the window and revert back to the original values.Resource Detail Table A–2 Advanced Search Window Description Type Text Field Description Enter the partial or complete phone number for the search in the text field. Click this button to update personal information. This field is case insensitive. UI Object Name Work Phone Manager Name Text Field Search Button Clear Button A. Click this button to refresh the window and revert back to the original values. Table A–3 Resource Details Window Description Type Text Field Button Button Description This read-only text field displays the name of the selected resource. Enter a partial or complete name for the search in the text field. UI Object Name Resource Details Update Restore Oracle Resource Manager User Interface Reference A-3 .

which comes from HR. This read-only text field displays the employee number.Resource Detail Table A–3 Resource Details Window Description Type Text Field Description Enter or update the preferred name. This read-only text field displays the Resource Number. This read-only text field displays the start date for the resource. Work phone Mobile Pager User Name Salesperson Number Sales Credit Type Start Date End Date Employee Number Resource Number Text Field Text Field Text Field Text Field Text Field Text Field Text Field Text Field Text Field Text Field A-4 Oracle CRM Application Foundation User Guide . you can update the resource name in one of four ways: ■ ■ UI Object Name Preferred Name No update/read-only Update with an FYI notification only Update with an approval workflow Update with no notification or workflow required ■ ■ Job Title Email Text Field Text Field This read-only text field displays the resource title. This read-only text field displays the sales credit type for the resource. Enter the work phone number in any format. No validation is performed on the email address. Depending upon the administration set up. This field is for cell phone numbers. This read-only text field displays the end date for the resource. Enter the email address. This field is for pager numbers. This read-only text field displays the salesperson number for the resource. This read-only text field displays the user name for the resource.

UI Object Name Work Address Office Mailstop Location Manager A.4 Resource Detail Administrator The following table describes field descriptions in the Resource Detail Administrator window. Enter or update the preferred name.Resource Detail Administrator Table A–3 Resource Details Window Description Type List of Values Text Field Text Field Text Field Hyperlink Description Use the list of values to select another work address location. Enter your office location. Enter your mailstop number. Click this button to save changes made to the resources personal information. Click this link to view the resource manager’s details. Enter your office number. Click this button to refresh the window and revert back to the original values. Table A–4 Resource Detail Administrator Window Description Type Text Field Button Description This read-only text field displays the name of the resource. you can update the resource name in one of four ways: ■ ■ UI Object Name Resource Details Update Restore Button Preferred Name (Required) Text Field No update or read-only Update with an FYI notification only Update with an approval workflow Update with no notification or workflow required ■ ■ Oracle Resource Manager User Interface Reference A-5 . Depending upon the Administration set up.

Enter or edit the salesperson number for the selected resource. Validation occurs on the update and save action to ensure that no duplicate salesperson numbers are created. This read-only text field displays the number. Enter or edit the email address. Enter the mailstop number. Enter or edit the sales credit type for the selected resource. No validation is performed on the email address. Enter the office location. This text field displays the end date for the resource selected. Use the list of values to select another work address location.Resource Detail Administrator Table A–4 Resource Detail Administrator Window Description Type Text Field Text Field Description Enter or edit the title for the resource selected. Click the manager’s name to display his or her details. Enter or edit the user name. Validation occurs on the update/save to ensure that no duplicate user names are created. This text field displays the start date for the resource. Enter or edit the work phone number in any format they choose. UI Object Name Job Title Email Work Phone Mobile Pager User Name Text Field Text Field Text Field Text Field Salesperson Number (Required) Text Field Sales Credit Type (Required) Start Date End Date Source Number Resource Number Work Address Office Mailstop Location Manager Text Field Text Field Text Field Text Field Text Field List of Values Text Field Text Field Text Field Hyperlink A-6 Oracle CRM Application Foundation User Guide . This field is for pager numbers. Enter the office number. This field is for cell phone numbers. This read-only text field displays the employee number.

Resource Detail Administrator

Table A–4

Resource Detail Administrator Window Description Type Text Field Description Enter or edit the role type for the roles that have been assigned to the resource selected. Validation occurs so that the same role can’t be played by more than one resource at the same time. Enter or edit the roles that have been assigned to the selected resource. Enter the start date for the group role membership. If you add a new role, the start date defaults to the current date. Click the icon to access the date picker and select the start date. Enter the end date for the role membership.If you are adding a new role, then the end date defaults to an open end date. Click the icon to access the date picker and select the start date. Enter a new group membership for the employee, or end date the current group role membership. Enter or edit the role type for the roles that have been assigned to the resource selected for the group. Enter or edit the roles that have been assigned to the selected resource for the group. Enter the start date for the group role membership.The start date represents the start date for the group role membership. If you are adding a new group membership the start date defaults to the current date.

UI Object Name Role Type

Roles (Required) Start Date (Required)

Text Field Text Field

Date Picker End Date

Icon Text Field

Date Picker Group (Required) Role Type

Icon Text Field

Text Field

Role

Text Field

Start Date

Text Field

Oracle Resource Manager User Interface Reference A-7

Resource Detail Read-only

Table A–4

Resource Detail Administrator Window Description Type Icon Description Enter the start date for the group role membership. If you add a new role, the start date defaults to the current date. Enter the end date for the group role membership which represents the end date for the group role membership. If you are adding a new group membership, then the end date defaults to an open end date. Enter the start date for the group role membership. If you add a new role, the end date defaults to the current date.

UI Object Name Date Picker

End Date

Text Field

Date Picker

Icon

A.5 Resource Detail Read-only
The following table describes field descriptions in the Resource Detail Read-only window.
Table A–5 Resource Detail Read-only Window Description Type Text Field Button Hyperlink Text Field Hyperlink Text Field Text Field Description This read-only text field displays the name of the resource. Click this button to close the window. Click this link to view the resource details. This read-only text field displays the title for the resource. Click this link to send an email to the address provided. This read-only text field displays the work phone number. This read-only text field displays the resource category.

UI Object Name Resource: Resource Name Close Preferred Name Title Email Work Phone Category

A-8 Oracle CRM Application Foundation User Guide

Resource Detail Read-only

Table A–5

Resource Detail Read-only Window Description Type Text Field Text Field Text Field Text Field Text Field Text Field Text Field List of Values Text Field Text Field Text Field Hyperlink Text Field Description This read-only text field displays the user name for the resource. This read-only text field displays the salesperson number for the resource. This read-only text field displays the sales credit type for the resource. This read-only text field displays the start date for the resource. This read-only text field displays the end date for the resource. This read-only text field displays the employee number. This read-only text field displays the resource number. This read-only text field displays the employee’s work location. This read-only text field displays the office number. This read-only text field displays the mailstop number. This read-only text field displays the office location. Click this link to view the manager’s information in a read-only format. This read-only text field displays the role type for the roles that have been assigned to the resource. This read-only text field displays the roles that have been assigned to the resource. This read-only text field displays the start date for the role. This read-only text field displays the end date for the role.

UI Object Name User Name Salesrep Number Sales Credit Type Start Date End Date Employee Number Resource Number Work Address Office Mailstop Location Manager Role Type

Role

Text Field

Start Date End Date

Text Field Text Field

Oracle Resource Manager User Interface Reference A-9

Resource Detail Confirmation

Table A–5

Resource Detail Read-only Window Description Type Text Field Text Field Text Field Text Field Description This read-only text field displays the group name. This read-only text field displays the role type associated with the group. This read-only text field displays the roles associated with the group. This read-only text field displays the date when the resource became a member of the particular group. This read-only text field displays the end date for the role played in the particular group. Click this button to display the complete history of the group memberships for the resource in read-only format.

UI Object Name Group Name Role Type Role Start Date

End Date

Text Field

Show History

Button

A.6 Resource Detail Confirmation
The following table describes field descriptions in the Resource Detail Confirmation window.
Table A–6 Resource Detail Confirmation Window Description Type Text Field Description This read-only text field displays the name of the resource whose information was just updated and serves as a confirmation that the update was successful (pending approvals/notifications, if required). Click this button to close the confirmation window and return to the Resource Detail window.

UI Object Name Resource Detail for <name> Updated Successfully

Close

Button

A-10

Oracle CRM Application Foundation User Guide

Create An Employee Resource

A.7 Create An Employee Resource
The following table describes field descriptions in the Create An Employee Resource window.
Table A–7 Create An Employee Resource Window Description Type Button Description Click this button to save the resource information. Once you click the button, a confirmation window displays detailing the new resource and employee number. Enter the employee’s last name. Enter the employee’s first name. Enter the employee’s middle name. Enter a user name for the employee. Validation occurs upon update to ensure that no duplicate user names are created. Enter the employee’s work phone number. Use the drop-down list to select a personal title for the employee. Option include: Mr., Mrs., Ms., and Dr. Select a job title from the list of values. Click this button to search for a job title. Enter the employee’s email address. No validation occurs on the email address. Enter the start date for the employee.

UI Object Name Create

Last Name (Required) First Name Middle Name User Name (Required)

Text Field Text Field Text Field Text Field

Work Phone Title

Text Field Drop-down

Job Title Go Email

List of Values Button Text Field

Start Date (Required)

Text Field

Oracle Resource Manager User Interface Reference

A-11

Define Resource Fields for Update

Table A–7

Create An Employee Resource Window Description Type Icon Description Click the icon to access the date picker and select the start date. The date automatically populates into the start date field for the group membership. Enter the end date for the employee. Click the icon to access the date picker and select the end date. The date automatically populates into the end date field for the group membership. Select the gender for the employee. Options include: male, female, and unknown. The default is male. Enter the salesrep number for the employee. Validation occurs upon update to ensure that no duplicate salesrep numbers are created. Use the drop-down list to select the sales credit type for the employee. Use the drop-down list to select work address location. Enter the employee’s mailstop number. Enter the employee’s office number. Enter the employee’s office location. Enter the employee’s manager name. Click this button to look up the manager’s name. Once selected, the manager’s name populates the field.

UI Object Name Date Picker

End Date Date Picker

Text Field Icon

Gender

Option Button

Salesperson Number (Required)

Text Field

Sales Credit Type (Required) Work Address Mailstop Office Location Manager Go

Drop-down Drop-down Text Field Text Field Text Field Text Field Button

A.8 Define Resource Fields for Update
The following table describes field descriptions in the Define Resource Fields for Update window.

A-12

Oracle CRM Application Foundation User Guide

Define Resource Fields for Update

Table A–8

Define Resource Fields for Update Window Description Type Option Button Description Select the option button to determine the update status for this field. This allows resources to enter and maintain their full name information. Select the option button to determine the update status for this field. Resources can enter and maintain their work address information. Select the option button to determine the update status for this field. Resources can enter and maintain their work phone information. Enter the cell number in this field. Enter the pager number in this field. Enter the email address in this field. Enter the mailstop number in this text field. Enter the office name in this text field. Enter the work location in this text field. Use the option button menu to select the correct time zone. Use the option button menu to select the support site location. Use the option button menu to select the primary language. Use the option button menu to select the secondary language. Enter the resources rate in this field. Click the button to save changes made to your preferences. Click this button to refresh the window and revert back to the original values.

UI Object Name Preferred Name

Work Address

Option Button

Work Phone Number

Option Button

Mobile Pager Email Mailstop Office Location Time Zone Support Site Primary Language Secondary Language Rate Update Restore

Text Text Text Text Text Text Option Button Option Button Option Button Option Button Text Button Button

Oracle Resource Manager User Interface Reference

A-13

Group Summary Window

A.9 Group Summary Window
The following table describes field descriptions in the Group Summary window.
Table A–9 Group Summary Window Description Type Button Description Click this button to access the Create Group window and create a new group. Click this link to view the groups details. This read only text field is the description of the group. This read only text field displays the start date of the group. This read-only text field displays the end date of the group. Click this link to view the group’s parent information. Click this link to view the group’s child information.

UI Object Name Create

Group Name Description Start date End Date Parent Child

Hyperlink Text Field Text Field Text Field Hyperlink Hyperlink

A.10 Create Group
The following table describes field descriptions in the Create Group window.
Table A–10 Create Group Window Description UI Object Name Name (Required) Description Start Date (Required) Date Picker End Date Type Text Field Text Field Text Field Icon Text Field Description Enter the name of the group in the text field. Enter the description of the group in the text field. Enter the start date of the group in the text field. Click this icon to select a start date. Enter the end date of the group in the text field.

A-14

Oracle CRM Application Foundation User Guide

Group Detail

Table A–10 Create Group Window Description UI Object Name Date Picker Parent Email Usage Category Resource Name Go Role Type Roles Go Start Date Date Picker End Date Date Picker Create Type Icon Text Field Text Field Drop-down Drop-down Text Field Button Drop-down Text Field Button Text Field Icon Text Field Icon Button Description Calcite this icon to select an end date. Enter the parent of the group in the text field. Enter the email address of the group in the text field. Use the drop-down list to select a usage for the group. Use the drop-down to select a category for the group. Enter the resource name associated with the group in the text field. Click this button to select a resource name. Use the drop-down list to select a role type. Enter the role of the group in the text field. Click this button to select a role. Enter the start date of the group in the text field. Click this icon to select an start date. Enter the end date of the group in the text field. Click this icon to select an end date. Click this button to create the group.

A.11 Group Detail
The following table describes field descriptions in the Group Detail window.

Oracle Resource Manager User Interface Reference

A-15

Group Detail

Table A–11 Group Detail Window Description UI Object Name Group Name (Required) Name (Required) Description Start date (Required) Date Picker End Date Date Picker Parent Email Usage (Required) Remove Category (Required) Resource Name (Required) Go Role Type Roles Go Type Text Field Text Field Text Field Text Field Icon Text Field Icon Text Field Text Field Drop-down Check Box Drop-down Text Field Button Drop-down Text Field Button Description This read-only text field displays the group name. This editable field displays the group name. This editable field displays the group description. This editable field displays the start date of the group. Click this icon to select the start date. This editable field displays the end date of the group. Click this icon to select the end date. This editable field displays the parent of the group. This editable field displays the email address of the group. Use the drop-down list to select the usage for the group. Select this check box to remove the group member role. Use the drop-down to select the category for the group. This editable field displays the resource name. Click this button to select the resource. Use the drop-down to select the role type. This editable field displays the role of the group. Click this button to select a role for the resource.

A-16

Oracle CRM Application Foundation User Guide

Group Hierarchy

Table A–11 Group Detail Window Description UI Object Name Start Date Date Picker End Date Date Picker Update Restore Show History Type Text Field Icon Text Field Icon Button Button Button Description This editable field displays the start date. Click this icon to select the start date. This editable field displays the end date. Click this icon to select the end date. Click this button to update the information in the window. Click this button to revert to your last saved changes. Click this button to show your history.

A.12 Group Hierarchy
The following table describes field descriptions in the Group Detail window.
Table A–12 Group Hierarchy Window Description UI Object Name Group Update Restore Name Description Start date End Date Type Text Field Button Button Hypertext Text Field Text Field Text Field Description This read-only text field displays the group name. Click this button to update the information in the window. Click this button to revert to your last saved changes. Click this link to view the group details. This read-only text field displays the description of the group. This read-only text field displays the start date of the group. This read-only text field displays the end date of the group.

Oracle Resource Manager User Interface Reference

A-17

Select this check box to remove child relationships from the group. Click this button to select a group. This text field displays the start date of the parent group. Click this button to select a parent group.Group Hierarchy Table A–12 Group Hierarchy Window Description UI Object Name Parent Email Remove Group Name Go Description Start Date Date Picker End Date Date Picker Remove Group Name Go Description Start Date Date Picker End Date Date Picker Update Type Hyperlink Hyperlink Check Box Hyperlink Button Text Field Text Field Icon Text Field Icon Check Box Hyperlink Button Text Field Text Field Icon Text Field Icon Button Description Click this link to view the parent group details. This read-only text field displays the description of the child group. Click this button to update the information in the window. Select this check box to remove the parent relationship from the group. Click this icon to select the end date. Click this link to send an email message to the group. Click this icon to select the start date. A-18 Oracle CRM Application Foundation User Guide . This text field displays the start date of the child group. Click this link to view the child group details. Click this icon to select the end date. Click this link to view the parent group details. This text field displays the end date of the child group. Click this icon to select the start date. This text field displays the end date of the parent group. This read-only text field displays the description for the parent group.

Click this icon to select a date.Advanced Group Search Table A–12 Group Hierarchy Window Description UI Object Name Restore Show History Type Button Button Description Click this button to revert to your last saved changes. Enter the end date of the group. This field is case insensitive. Table A–13 Advanced Search Window Description UI Object Name Group Name Type Text Field Description Enter a partial or complete group name for the search in the text field. Click this icon to select an end date. Click this button to execute the search and access the search results in the Resource Detail window. Enter a complete or partial description of the group for the search in the text field. Enter the date the group was active. Click this button to show your history. This field is case insensitive. Enter a complete or partial group number for the search in the text field. A. Enter a partial or complete email address for the search in the text field. This field is case sensitive. Group Email Text Field Group Number Text Field Description Text Field Group Usage Active From Date Date Picker To Date Date Picker Search Drop-down Text Field Icon Text Field Icon Button Oracle Resource Manager User Interface Reference A-19 .13 Advanced Group Search The following table describes field descriptions in the Advanced Search for Employees window. Use the drop-down to select the group usage.

Enter the category for the Skill rating. A-20 Oracle CRM Application Foundation User Guide . Click this button to create the skill rating Click this button to return to the Skills window. Name Level Text Field Text Field A.Skills Table A–13 Advanced Search Window Description UI Object Name Clear Type Button Description Click this button to refresh the window and revert back to the original values. Table A–14 Skills Window Description UI Object Name Resource name Add New Skill Type Text Field Button Description This read-only text field displays the name of the resource.14 Skills The following table describes field descriptions in the Skills window. A. Table A–15 Rate Skills Window Description UI Object Name Resource name Create Cancel Category Type Text Field Button Button Text Field Description This read-only text field displays the name of the resource. This read-only text field displays the level associated with the skill for the selected resource. Click this button to access the Rate Skill window where you can define your skills. This read-only text field displays the name of the skill.15 Rate Skills The following table describes field descriptions in the Rate Skills window.

Table A–16 Define Skill Level Window Description UI Object Name Update Restore Level name Numeric Value 0 Type Button Button Column Name Column Name Text Field Description Click this button to update the information in the window. Use the drop-down to select a type for the skill rating. Only viewable when you select Product from the Type drop-down. Click this button to revert to your last saved changes. Use the drop-down to select a level for the skill rating. Click this button to revert to your last saved changes. Enter the name of the skill rating. Click this button to select the name. Click this button to update the information in the window. Update Restore Button Button Oracle Resource Manager User Interface Reference A-21 . This text field displays the Not Applicable skill level’s numeric value. This column displays the numeric value of the skill. A.16 Define Skill Levels The following table describes field descriptions in the Define Skill Levels window that is accessible to the Administrative responsibility.Define Skill Levels Table A–15 Rate Skills Window Description UI Object Name Go Type Name Go Component Level Type Button Drop-down Text Field Button Text Field Drop-down Description Click this button to select the category. This column displays the skill level name.

Define Skill Levels A-22 Oracle CRM Application Foundation User Guide .

1 Notes Summary Window The following table describes the fields in the Notes Summary window in HTML. B. Click this button to view all notes related to the calling application. all of the notes associated with that particular task are displayed. UI Object Name Search Create All Notes Date Source Source Name Created By Text Field Text Field Text Field Text Field Type Text Field Oracle Notes User Interface Reference B-1 . Values are captured from the user’s login ID. Click this button to create a new note. This read-only text field displays the full name of the user who created the note. their username.B Oracle Notes User Interface Reference This appendix contains user interface object descriptions of the HTML version of Notes. and their employee ID. This read-only text field displays the source name. This read-only text field displays the source of the note. when Notes is accessed from Tasks. Table B–1 Notes Summary Window Type Button Button Button Description Click this button to search all notes and sort the results. This read-only text field displays the date that the note was created. This read-only text field displays the note type. For example.

only the paperclip icon will appear. the results are displayed on the Notes Summary window.Notes Search Window in HTML Table B–1 Notes Summary Window Type Text Field Hyperlink Icon Description This read-only text field displays the note status. Enter a partial or full word to search on in the text field. If this field is populated. you are not able to search on the source. After entering the appropriate criteria into the fields and clicking Search. as well as sort the search results. Click this icon to pop-up a large note window. UI Object Name Search Clear Key Word Source Drop-down B-2 Oracle CRM Application Foundation User Guide . Click this icon to view attachments associated with the note. Click this link to display the first 20 characters of the text in the note field. Use this drop-down to select the source of the note. The following table describes the fields in the Notes Search window. Table B–2 Notes Search Window Type Button Button Text Field Description Click this button to search for a note. The icon is not visible when there is no large note attached. UI Object Name Status Note Text Attachment Icon See Also ■ ■ ■ Using the Notes Summary Window Viewing All Notes Viewing Note Details B. If you are viewing all notes.2 Notes Search Window in HTML The Notes Search window opens when you click the Search button on the Notes Summary window. Click this button to clear your search criteria. the Date Range search criteria will automatically be limited to 30 days. If there is no attachment. You can search all notes based on multiple criteria. the paperclip icon will have a small paper icon associated with it. If there is an attachment provided with the note.

Enter the date range when the note was created. If you are viewing all notes. UI Object Name Name Go Relate To Button Drop-down Name Text Field Go Note Type Created By Go Date Range Date Range Last_Days From Date From Date Date Picker To Date Date Picker Button Drop-down Text Field Button Option Button Drop-down Text Field Option Button Text Field Icon Text Field Icon Oracle Notes User Interface Reference B-3 .You must select a relate to object to select a corresponding record name. Click this button to access the look up window where you can search for the creator’s name. Depending on what you enter. you are not able to search on relate to. Click this icon to select the date from the date picker. Use the drop-down to select either none. Enter the date range when the note was created. the created by field may automatically populate. Depending on what you enter.Notes Search Window in HTML Table B–2 Notes Search Window Type Text Field Description Enter the name of the note in this text field. This text field is only enabled if a valid source or relate to object is selected from the drop-down. Use the drop-down list to select the relate to information to search on. to query notes for the current day. Use the drop-down list to search from a list of notes types. Click this button to access the lookup window to search for the source object. Select the option button to search the date range that note was created. Click this button to access the lookup window to search for a note. Select the option button to search for a particular date range. Click this icon to select the date from the date picker. You must select a source to select a corresponding record name. Enter the name of the notes creator in the text field. the created by field may automatically populate. Enter the source object name to search for in the text field. for no date range or today. Enter the number of days that you want the notes to display.

A context defines what a note is about. Status. Status.Create Note Window Table B–2 Notes Search Window Type Drop-down Drop-down Drop-down Drop-down Drop-down Drop-down Drop-down Description Use the drop-down list to select the sort options. A single note can be related to multiple contexts. Note Type. Options include Date. UI Object Name Sort Rows By Order Then By Order Finally By Order Number of Rows Displayed See Also ■ ■ Using the Quick Find Search Searching for a Note B. Use the drop-down to select whether you want to sort records in ascending or descending order. B-4 Oracle CRM Application Foundation User Guide . Use the drop-down list to select the sort options. Note Type. Options include Date. the source name and source number are passed to Notes. Use the drop-down list to select the sort options. such as. Use the drop-down to select whether you want to sort records in ascending or descending order. or Source. Note Type. Use the drop-down to select whether you want to sort records in ascending or descending order.3 Create Note Window When accessing Notes from other applications. By default. or Source. the source is entered as a context with source type as the source name and source ID as the context type ID. You can access the following windows from the Create Note window: ■ ■ Notes Summary window A large note The following table describes the fields in the Create Note window. or Source. The information is displayed below the page title for your reference. Tasks or Calendar. Status. Options include Date. Use the drop-down to select the number of rows that should appear on the Notes Summary window.

The default is Public. Use the drop-down list to select from a list the source object type. Status include: Private: only the creator of the note can read and write to the note Public: others can read and write to the note Publish: can publish on the internet for the customer to read and write to the note UI Object Name Create Clear Create and Create Another Type Status Drop-down Note Text Field Enter up to 2000 characters for the note. Depending on the type you selected. You receive an error message if more than 2000 characters are entered in this text field. More Type Name Go Description Button Drop-down Text Field Button Text Field See Also ■ ■ ■ Creating a Note Adding an Attachment Viewing Existing Attachments Oracle Notes User Interface Reference B-5 . Enter the resource name in the text field. Click this button to access the large note window and enter a large note up to four GB. Click this button to create many notes. Use this drop-down to select the note types.Create Note Window Table B–3 Create Note Window Type Button Button Button Drop-down Description Click this button to access the Note Details window where you can create the note. the field may automatically populate. Enter the description for the related to information in the text field. A note type can be tied to a source type and those note types are visible only to that mapped source. Click this button to refresh the window. Click this button to access the lookup window to search for the resource name. Use the drop-down to assign a status to the note.

Table B–4 All Notes Window Type Text Field Text Field Text Field Text Field Text Field Icon Description This read-only text field displays the date the note was created.All Notes Window ■ ■ ■ Using the Relate To Function Using the Notes Summary Window Viewing Note Details B. Click this icon to see the Note Details window. This read-only text field displays the username of the creator of the note. This read-only text field displays the time the note was created. It is accessed from the Notes Summary window. UI Object Name Date Time Creator Source Type Note Icon See Also ■ ■ ■ ■ Creating a Note Using the Notes Summary Window Viewing All Notes Viewing Note Details B. The following table describes the fields in the All Notes window.4 All Notes Window Use the All Notes window to view all notes associated with a source object in a non-table format.5 Note Details Window You can access the following from the Note Details window: ■ ■ Add Attachment Relate To B-6 Oracle CRM Application Foundation User Guide . This read-only text field displays the source of the note. This read-only text field displays the note type.

A note type can be tied to a source type and those note types are visible only to that mapped source. username. Use the drop-down to classify the note by selecting from a predefined list of note types. This read-only text field displays the full name. Note More Created By Text Field Button Text Field Enter up to 2000 characters in this text field. This read-only text field displays the date the note was created. Private: only the creator of the note can read the note. Click this button to add related information to the note. username. This read-only text field displays the full name. Table B–5 Note Details Window Type Button Button Button Button Drop-down Description Click this button to update the note details. Use the drop-down to assign a status to a note. UI Object Name Update Restore Relate To Attachment Type Status Drop-down Created Date Updated By Text Field Text Field Updated Date Text Field Oracle Notes User Interface Reference B-7 . Click this button to add a large note up to 4 GB. This read-only text field displays the date the note was updated. Click this button to view any attachments added to the note or to create an attachment for the note. and employee ID of the person who updated the note. The default is Public status. The note is saved when you click the Create Button. Publish: you can publish on the internet for the customer to read the note. Click this button to refresh the window and revert back to the original values. Public: others can read the note. and employee ID of the person who created the note.Note Details Window The following table describes the action or function of each link or button in the Note Details window.

Attachment Summary Window See Also ■ ■ ■ ■ ■ ■ Creating a Note Adding an Attachment Viewing Existing Attachments Using the Relate To Function Using the Notes Summary Window Viewing Note Details B. UI Object Name Update Restore Add Attachment Remove Check box Date Added Description Text Field Text Field File Size Data Type Text Field Text Field Added By Text Field B-8 Oracle CRM Application Foundation User Guide . Click this button to refresh the window and revert back to the original values. This field displays the date that the attachment was created. Select this check box to remove a username from the multi-select box. click it to clear the row before you update the record. Click this button to access the Add Attachment window to create or add an attachment to an appointment. Text. Click this link to access the Note Details window and view the first 20 characters of the attachment and drill down to the attachment details. This field displays the user’s name and resource ID of the creator of the attachment.6 Attachment Summary Window The following table describes the fields in the Attachment Summary window. This read-only text field displays the file size of the attachment. File or URL. Table B–6 Attachment Summary Window Type Button Button Button Description Click this button to update the attachment. If an icon is displayed. This read-only text field displays the data type for the attachment. Options include: Add Existing File.

UI Object Name Type Source Source Name Create Clear Description Text Text File File Text Field Text Field Button Button Text Field Option Button Text Field Option Button Text Field Oracle Notes User Interface Reference B-9 . This read-only text field displays the source name. a URL. UI Object Name Attachment See Also ■ ■ ■ ■ ■ Creating a Note Adding an Attachment Viewing Existing Attachments Using the Notes Summary Window Viewing Note Details B. Select the file option button to indicate that the attachment is a file.7 Add Attachment Window You can attach multiple attachments to the calling application. The following table describes the fields in the Add Attachment window. or text). Enter a text message to be attached. Click this button to refresh the window without saving your changes.Add Attachment Window Table B–6 Attachment Summary Window Type Hyperlink Description Click this link to view the attachment whether it is (a file. Enter the file location. Enter your attachment text in the text field. Select the text option button to indicate that the attachment is in a free-formed text format. Table B–7 Add Attachment Window Description This read-only text field displays the source of the note. Click this button to create a new attachment to the note.

Click this button to access the lookup window to search for the resource name.8 Relate To Window The following table describes the fields in the Relate To window. This read-only text field displays the source name. Select this check box to remove a related object from the note. Use the drop-down list to select from a list the source object type. Click this button to save your information. Enter the resource name in the text field. Click this button to navigate to the file location. Click this button to refresh the window and revert back to the original values. UI Object Name Source Source Name Update Restore Remove Type Name Go Drop-down Text Field Button B-10 Oracle CRM Application Foundation User Guide . You must click the update button to remove the information. UI Object Name Type URL Browse Text Field Button See Also ■ ■ ■ ■ ■ Creating a Note Adding an Attachment Viewing Existing Attachments Using the Notes Summary Window Viewing Note Details B. Table B–8 Relate To Window Type Text Field Text Field Button Button Check box Description This read-only text field displays the source of the note.Relate To Window Table B–7 Add Attachment Window Description Enter the URL you want to attach in the text field.

UI Object Name Description See Also ■ ■ ■ ■ Creating a Note Using the Relate To Function Using the Notes Summary Window Viewing Note Details Oracle Notes User Interface Reference B-11 . the field may automatically populate. Depending on the type you selected.Relate To Window Table B–8 Relate To Window Type Text Field Description Enter the description for the related to information in the text field.

Relate To Window B-12 Oracle CRM Application Foundation User Guide .

Leave this field blank if an escalation territory is not required. The transaction type is based on the territory usage. The selection of transaction qualifiers is based on the transaction type. this territory is used for Oracle Service. select Setup Qualifiers from the Administration pull-down menu. Escalation Transaction Types Oracle Territory Manager User Interface Reference C-1 . To enable existing transaction qualifiers. Lead and Opportunity are used by Oracle Sales and Telesales. For example. Table C–1 Field Usage Overview Tab Description Describes the usage of this territory. For example. Account.1 The Overview Tab The following table describes the fields on the Overview tab in the Territory Details Window.C Oracle Territory Manager User Interface Reference This appendix contains user interface object descriptions of Territory Manager. C. status and priority are transaction qualifiers of Task transaction type for the usage of Service application. For example. The usage limits the selection of transaction types. Service Request and Task are the transaction types for Oracle Service. task type.

You cannot uncheck this field after it is checked. Task. such as the top level territory directly under Oracle Service. C-2 Oracle CRM Application Foundation User Guide . and the transaction qualifiers are based on the transaction type. the territory cannot be updated any more. The (territory) Type field is blocked out. Lead.The Overview Tab Table C–1 Field Type Overview Tab Description Select the territory type if you want to create multiple territories with similar characteristics. This field displays the template name if you create a territory using a template. To duplicate an existing territory including the entire hierarchy. Number of Winners Specify the number of winners only at the top level of a territory hierarchy. You cannot select the territory type if the transaction types are selected first because the transaction types override the territory type. are available even if the account transaction type is not selected for the territory usage of Oracle Sales or Telesales. the names of the Transaction Types fields and the transaction qualifiers on the Transaction Qualifiers tab populate automatically because the territory type is a group of transaction qualifiers. Therefore. Rank End Date Template Freeze Copy Territory Opportunity. Specify the territory ranking information. click the Copy Territory button. A Copy Territory window opens and you can check the Copy Hierarchy check box. Once the territory type is selected. the territory can only be deleted. This field is protected if it is not the top level territory and an error message appears. and Service Request are considered a super set of the Account qualifiers. This field is not mandatory. such as Postal Code and State. The lowest rank of competing territories wins at the same level in the hierarchy. Used to duplicate an existing territory. Use this field to obsolete a territory. Once this is checked. You only need to assign the value of each transaction qualifier to the territory you are going to create on the Transaction Qualifiers tab. the account related transaction qualifiers. Once this field is checked.

If checked the Territory Manager prevents you from entering the second range of values for the qualifier. Allowing overlap enables you to assign overlapping territory values to the same qualifier. such as “Bus”. With overlap not allowed. you can use the values as the qualifier for the next level down or up. click this button to see which qualifiers this territory logically has inherited from its parent territories. Use the wildcard blind query “%%%” to bring up the LOV in the Value From and Value To fields if you want to list the entire LOV for the selected qualifier. C. If you cannot find the transaction qualifiers or no values are returned from the list of values (LOV). to launch the LOV for “Business. then enable them from the Setup Qualifiers window. You cannot undo a Freeze. It is suggested that you leave this freeze box unchecked at all times unless it is necessary. you can enter both ranges as values for the qualifier. uncheck the Allow Overlap check box. If you do not want to allow overlap for a qualifier. you cannot use any of the values within both ranges for a territory at the same level in the hierarchy. By enabling overlap. Otherwise. enter at least three letters.” Allow Overlap The default value for this field is checked. Oracle Territory Manager User Interface Reference C-3 .The Transaction Qualifiers Tab WARNING: Be cautious while using the Freeze check box. If this territory is part of a hierarchy of territories. Enter the qualifiers manually if you create a territory without a territory type. Next Value Set Mass Create Territories Show Inherited Qualifiers This button is used only in territory template and if the qualifier is in dynamic mode. Specify the template name in the Overview tab and use this button for large numbers of territory creation.2 The Transaction Qualifiers Tab The following table describes the functionalites of the fields on the Transaction Qualifiers tab in the Territory Details Window: Table C–2 Field Name Transaction Qualifiers Tab Description The available transaction qualifiers are based on the transaction types and usage defined in the Overview tab. However.

Use this field to connect a qualifier name and its values to make a qualifier meaningful. Table C–3 Field Name Type Next Value Set Operator Value From Value To Mass Create Templates Resource Qualifiers Tab Description Enter the Name of the qualifier or use the list of values (LOV) to populate the field. There is also an LOV list to choose from. Automatically populates based on the name of the resource qualifier. If you do not specify transaction qualifiers in a territory. This field is based on the Name entered.3 The Resource Qualifiers Tab Unlike the transaction qualifiers. Use this button to create a large numbers of territories at the same time. For example. The following table describes the functionalites of the fields on the Resource Qualifiers tab in the Territory Details Window. There is no need to use this tab if you know exactly which resources are going to be used for a territory. C. This button is used only in territory template and if the qualifier is dynamic mode. Field is dependent on the Operator chosen. use “Job Title = Manager” to help you identify resources with manager title. C-4 Oracle CRM Application Foundation User Guide . Specify the template name in the Overview tab before clicking this button.The Resource Qualifiers Tab WARNING: You must enter transaction qualifiers and values in a territory so that it can be considered when a transaction is assigned. the availability of the resource qualifiers is not limited to the usage and transaction types you choose for a territory. then the resources attached to the territory will not be assigned to any transactions. Enter the resource qualifiers you are going to use if you need assistance in assigning resources to a territory.

Table C–4 Field Name Type Group (Located on the horizontal scroll bar. Specifies which groups the resource belongs to. Specifies the transaction type for each individual resource assigned to a territory. and supplier contacts. If this field is blank. then John can only be assigned to a job related to service request. Automatically populates based on the name of the resource qualifier. salespeople. for example. Therefore. He cannot be assigned to a task or a task through service request. If you know exactly which resources are going to be assigned to a territory. employees.) Access Type Resources Tab Description Enter the Name of the Resource or use the list of values (LOV) to populate the field. Resources assigned to territories can be any CRM resource defined in the Resource Manager. Auto Assign Resources Select the Auto Assign Resources button to view all qualifying resources that match the Resource Qualifiers. For example.4 The Resources Tab Only territories that have resources attached can be winning territories. if the selected access type for John Doe is Service Request. parties. you must run the "Generate Territory Package" concurrent program. The following table describes the functionalites of the fields on the Resources tab in the Territory Details Window.) Role (Located on the horizontal scroll bar. then it’s not necessary to use the Resource Qualifiers tab to limit the resources. Oracle Territory Manager User Interface Reference C-5 .The Resources Tab C. teams. groups. then the resource assigned to a territory can access every transaction type listed in the Overview tab. Specifies which roles the resource is assigned to. partners. when a resource is added to a territory for the first time.

Full Access (Located on the horizontal scroll bar. the resource can only be assigned to Lead and Account. Specify the resource available dates.) Select this box for the primary contact if you have more than one resource identified. if the access type is Lead. The parent territory field populates automatically after clicking the New Subterritory. The following table describes the functionalites of the fields on the Subterritories tab in the Territory Details Window: C-6 Oracle CRM Application Foundation User Guide .The Subterritories Tab Table C–4 Field Resources Tab Description This field is only used by Sales and Telesales. Note: Auto Assign Resources is functional only if the resource qualifiers and their values are entered in the Resource Qualifiers tab. This tab helps you create subterritories. the resource has the full access to the transaction type specified in the Access Type field. The person cannot be assigned to an Opportunity. For example. C.South becomes the parent territory of this new subterritory. then go back to the Resource Qualifiers tab and either enter a different set of resource qualifier values or select resources manually on the Resources tab.South territory. then Bay Area .) Start Date and End Date (Located on the horizontal scroll bar. If you cannot find any people in the Qualifying Resources window.5 The Subterritories Tab Use the Subterritories tab when your territory hierarchy includes territories following the current territory. also called child territories. For example. you create a subterritory by clicking this button from the Bay Area . If selected.) Primary Contact (Located on the horizontal scroll bar.

It repeats the territory creation procedure for the new subterritory. Oracle Territory Manager User Interface Reference C-7 . This is a required field. New Subterritory C. Click this button to execute a search for resources assigned to the qualifying territory. You can also use a wildcard.Territory Lookup Tool Field Descriptions Table C–5 Field Start Date End Date Rank Subterritories Tab Description Enter the start date.6 Territory Lookup Tool Field Descriptions The following table describes field types in the Lookup Tool window of Territory Manager. Select this button to create a child territory with all the attributes of the parent. This is a required field. Enter the postal code for the search. Table C–6 Territory Lookup . Enter the end date. UI Object Name Organization Country Drop-down Postal Code Lookup Text Field Button Clear Button The following table describes field types in the Lookup Tool window of Territory Manager. This field is case insensitive. Use the drop-down list to search for resources assigned to the qualifying territory based on the country.Lookup Tab Window Descriptions Type Text Button Description Enter a partial or complete organization name for the search in the text field. Click this button to clear all search criteria so you can search for new resources assigned to a territory. Enter the rank. It searches on the Customer Name Range transaction qualifer.

It searches on the Customer Name Range transaction qualifier. Use the drop-down list to search for resources assigned to the qualifying territory based on the country. Use the drop-down list to search for resources assigned to the qualifying territory based on the country. You can also use a wildcard.Advanced Lookup Window Descriptions Field Type Text Button Description Enter a partial or complete organization name for the search in the text field. This is a required field. Click this button to clear all search criteria so you can search for new resources assigned to a territory.Lookup by Organization Tab Window Descriptions Type Text Button Description Enter a partial or complete organization name for the search in the text field. This field is case insensitive. This is a required field. Enter the postal code for the search. Field Label Organization Country Drop-down C-8 Oracle CRM Application Foundation User Guide . The visible fields are dependent on enabled qualifiers. Table C–8 Territory Lookup . UI Object Name Organization State/Province Drop-down Country Drop-down Postal Code Go Text Field Button Clear Button The following table describes field types in the Advanced Lookup Tool window of Territory Manager.Territory Lookup Tool Field Descriptions Table C–7 Territory Lookup . This field is case insensitive. It searches on the Customer Name transaction qualifier. You can also use a wildcard. Use the drop-down list to search for the resources assigned to the qualifying territory based on the state or province. This is a required field. Click this button to execute a search for resources assigned to the qualifying territory.

This field is case insensitive. Enter the area code for the search. UI Object Name Organization Oracle Territory Manager User Interface Reference C-9 . Use the drop-down list to search for the resources assigned to the qualifying territory based on the customer category. Enter the dollar amount of the company’s annual revenue. Table C–9 Select an Organization Window Descriptions Type Text Field Description Enter a partial or complete organization name for the search in the text field. Click this button to execute a search for resources assigned to the qualifying territory. Click this button to clear all search criteria so you can search for new resources assigned to a territory. Standard Industry Code Enter the number of employees currently are employed. Enter the postal code for the search. Enter the city code.Advanced Lookup Window Descriptions Field Type Drop-down Description Use the drop-down list to search for the resources assigned to the qualifying territory based on the state.Territory Lookup Tool Field Descriptions Table C–8 Territory Lookup . Field Label State Province Drop-down Postal Code Area Code Customer Category Text Field Text Field Drop-down Company Annual Revenue SIC Code Number of Employees City Lookup Text Field Text Field Text Field Text Field Button Clear Button The following table describes field types in the Select an Organization window of Territory Manager. You can use a wild card. Use the drop-down list to search for the resources assigned to the qualifying territory based on the province.

the number of records displayed in the page and the total number of records found from the organization query. The numbers of rows displayed can be customized in Profiles. Click on Previous to access the previous page of records that was viewed. Click on the address to access the Territory Search Results Window which displays the resources assigned to the qualifying territory based on the organization and address (including country. Click this button to cancel the query results and return to Territory Lookup Window.7 Territory Lookup Search Results The following table describes field types in the Territory Lookup Search Results window of Territory Manager. state or province and postal code). This read only text field displays the record number.Territory Lookup Search Results Table C–9 Select an Organization Window Descriptions Type Button Description Click this button to find an organization entered in the organization text field. UI Object Name Go Organization Text Field Address Hyperlink First Hyperlink Previous Counter Hyperlink Text Field Next Last Cancel Hyperlink Hyperlink Button C. Click on Next to access the next page of records. C-10 Oracle CRM Application Foundation User Guide . The results appear in the Select an Organization Window. This read only text field displays the organizations that matched the search value from the Territory Lookup Window. Click on First to access the first page of records with the list of organizations that matched the search value from the Territory Lookup Window. Click on Last to access the last page of records found from the organization query.

Territory Lookup Search Results Table C–10 Territory Lookup Search Results Window Descriptions UI Object Name Organization Type Text Field Description This read only text field displays the organization value that the territory search was based on. This read only text field displays the resource name assigned to the qualifying territory. Modify Search Salesperson Button Text Field Job Title Text Field Phone Number Text Field Email Hyperlink Manager Name Text Field Manager Phone Number Text Field Oracle Territory Manager User Interface Reference C-11 . This read only text field displays the phone number of the resource assigned to the qualifying territory. This read only text field displays the Manager’s phone number of the resource assigned to the qualifying territory. This read only text field displays the job title of the resource assigned to the qualifying territory. Click on the email to access the email template with the resource’s email address populated for communication purposes. Click this button to modify the search and return to Territory Lookup Window. This read only text field displays the Manager name of the resource assigned to the qualifying territory.

Territory Lookup Search Results C-12 Oracle CRM Application Foundation User Guide .

1 Create Task Use the Create Task window to create a task. assign resources to the task. Use this drop-down list to select a task type. Click this button to display the Create Task window and create the current task and be prompted to create another. or summary information for your task in this text field to identify the tasks. D. title. define dates for the task. and relate a customer to the task. Table D–1 Create Task Window Description Description Click this button to display the Task Detail window. UI Object Name Type Create Button Clear Create and Create Another Type Name Button Button Drop-down Text Field Enter task subject.D Oracle Task Manager User Interface Reference This appendix contains user interface object descriptions of the HTML version of Task Manager. All values entered in the Create Task window automatically populates the corresponding fields in the Task Detail window. Click this button to clear all fields and enter new values. Oracle Task Manager User Interface Reference D-1 . The following table describes field types in the Create Task window.

Enter the planned. Use this drop-down list to select a task category. and actual end date for the task in the text field. or actual) information displays the task on the calendar. Select this check box to start a workflow process of notification sent to individuals. and actual start date for the task in this text field. schedule. Use the drop-down list to select the start hour for the task in the text field. Enter the planned. Use the drop-down list to select time zone information. Click this button to access the lookup window to search for a parent task. Use the date picker icon to select the start date. Enter a parent task for the task in this text field. Select this option button to specify which date (planned. Use the drop-down list to select the minute interval for the task in the text field. scheduled. Use the drop-down list to select the end hour for the task. UI Object Name Type Description Priority Status Category Private Notify Text Field Drop-down Drop-down Drop-down Check Box Check Box Parent Task Go Task Time Zone Use for Calendar Start Date Date Picker Start Time Start Time (Minute) End Date Date Picker End Time (Hour) End Time (Minute) Text Field Button Drop-down Option Button Text Field Icon Drop-down Drop-down Text Field Icon Drop-down Drop-down D-2 Oracle CRM Application Foundation User Guide . Select this check box to define the task as private. scheduled. associated with the task. Use the date picker icon to select the end date. Use the drop-down list to select the minute interval for the task in the text field. Use this drop-down list to select a priority level. Use this drop-down list to assign task status at the task header level.Create Task Table D–1 Create Task Window Description Description Enter detailed information for the task in this text field.

Click this button to access the customer lookup window and search for the customer’s address. Enter the job title of the resource in this text field.Create Task Table D–1 Create Task Window Description Description Select this check box to specify that you want to see task on your personal calendar. Click this button to access the resource lookup tool to search for a resource name. Use the drop-down list to select the assignee status. Enter the customer account number in the text field. Click this button to access the customer lookup window to search for the customer’s name. Group. Use the drop-down list to specify the resource type of the assignee. Enter the customer number in the text field. Organization. or Team. Enter the phone number of the resource in this text field. Options include: Employee. Use the drop-down list to select the customer type. UI Object Name Type Display on Calendar Roles Resource Type Check Box Text Field Drop-down Name Go Status Job Title Phone Email Customer Type Text Field Button Drop-down Text Field Text Field Text Field Drop-down Customer Name Go Account Number Go Customer Number Go Address 1 Go Text Field Button Text Field Button Text Field Button Text Field Button Oracle Task Manager User Interface Reference D-3 . Enter the customer’s address in the text field. Enter the email address of the resource in this text field. and Relationship. Enter the resource name in the text field. Enter the customer’s name in the text field. This read-only text field specifies the role of the owner or assignee. Click this button to access the customer number lookup window and search for the customer number. Click this button to access the customer Account lookup window. Options include: Person.

Use the drop-down list to relate a task to a source object type. Click this button to access the look up tool and search for a source object name.Create Task Table D–1 Create Task Window Description Description Enter the primary phone number for the customer. This read-only text field text field automatically populates with the second line of the customer’s address. UI Object Name Type Phone Number Go Address 2 Text Field Button Text Field Email Text Field Reference Type Name Go Description Drop-down Text Field Button Text Field See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D-4 Oracle CRM Application Foundation User Guide . This read-only text field text field automatically populates with the customer’s email address once you select a customer. Click this button to access the customer lookup tool and search for the customer’s phone number. Enter the source object name to be associated with the task. This read-only text field text field automatically populates with a description of the selected source object. once you select a customer.

Use the date picker icon to select the start date. Click this button to display the Create Task window and create the current task and be prompted to create another. Enter the planned. scheduled. Select this check box to specify that you want to see task on your personal calendar. and actual start date for the task in this text field. Click this button to clear all fields and enter new values. Use the drop-down list to select the end hour and minutes for the task. Enter detailed information for the task in this text field. Description Category Date Date Picker Start Time End Time Display on Calendar Roles Text Field Drop-down Text Field Icon Drop-down Drop-down Check Box Text Field Oracle Task Manager User Interface Reference D-5 . This read-only text field specifies the role of the owner or assignee. You can use this window to quickly create a simple task. title.Create Quick Task D.2 Create Quick Task The Create Quick Task window is a light version of the Create Task window. The following table describes field types in the Create Quick Task window. Use the drop-down list to select the start hour and minutes for the task in the text field. Table D–2 Create Quick Task Window Description Description Click this button to display the Task Detail window. Use this drop-down list to select a task type. Use this drop-down list to select a task category. All values entered in the Create Task window automatically populates the corresponding fields in the Task Detail window. UI Object Name Type Create Button Clear Create and Create Another Type Name Button Button Drop-down Text Field Enter task subject. or summary information for your task in this text field to identify the tasks.

Enter the resource name in the text field. This read-only text field text field automatically populates with a description of the selected source object. Group. UI Object Name Type Resource Type Drop-down Name Go Status Reference Type Description Text Field Button Drop-down Drop-down Text Field Go Button See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D. drill into the task detail window by clicking on the task name hyperlink.3 Task Summary Use the Task Summary to view all your tasks. Options include: Employee. remove unwanted tasks.Task Summary Table D–2 Create Quick Task Window Description Description Use the drop-down list to specify the resource type of the assignee. or create a new task by D-6 Oracle CRM Application Foundation User Guide . Click this button to access the look up tool and search for a source object name. Use the drop-down list to select the assignee status. or Team. Use the drop-down list to relate a task to a source object type. Click this button to access the resource lookup tool to search for a resource name.

Click this button to access the Create Task window and create a new task. Click this button to undo any changes to the editable items in the task area. and then save those requirements as a new search. The following table describes field types in the Task Summary window. UI Object Name Saved Searches Search Personalize Update Restore CSV Download Create Quick Create Remove Name Button Button Icon Button Button Check Box Text Field Enter task subject. Number Task Details Hyperlink Icon Oracle Task Manager User Interface Reference D-7 . Table D–3 Task Summary Window Description Type Drop-down Button Button Description Use the drop-down list to select from previously saved searches and re-execute the search. The information that appears on the summary window is the result of your default search query. Click this icon to download the information to a spreadsheet format. Click this button to access the Task Search window where you can enter search requirements. Click this button to access the Task Details window.Task Summary clicking on the Create button. or summary information for your task in this text field to identify the tasks. You can also select from a list of saved searches to re-query the summary window based upon search criteria. Note: Fields may differ depending on the columns you choose to view and the order in which you choose to display them in the Task Search window. Click this button to access the Create Quick Task window and create a simple task quickly. Select the check box to delete unwanted tasks. title. Click this link to display the Task Details window. Click this button to save changes to tasks that you make in the search summary window. Click this button to automatically re-execute the search and display it in the same window.

Use the date picker icon to search for a task based on the planned start date range.Task Summary Table D–3 Task Summary Window Description Type Text Field Text Field Text Field Text Field Drop-down Text Field Drop-down Drop-down Drop-down Text Field Drop-down Text Field Icon Text Field Icon Drop-down Drop-down Description This read-only text field displays a check mark if the task is private. Enter the planned start date for the task. This read-only text field displays an icon if the task is recurring. This read-only text field displays the parent task. Use the drop-down list to select the owner name. UI Object Name Private Source Description Source Name Category Parent Task Owner Type Owner Name Priority Recurring Time Zone Planned Start Date Range Date Picker Planned End Date Range Date Picker Task Type Status See Also ■ ■ ■ ■ Viewing the Task Summary Using the Quick Find Search Customizing Your Task Summary Display Options Selecting Sort Options D-8 Oracle CRM Application Foundation User Guide . Use the drop-down list to select the owner type. Use the drop-down list to select the task type. Use the drop-down list to select the task category. Enter a description for the task in the text field. This read-only text field displays the task name in the Task Details window. Use the drop-down list to select the task status. This read-only text field displays the source of the task. Use the drop-down list to select the task priority. Enter the planned end date for the task. Use the drop-down list to select your Time Zone. Use the date picker icon to search for a task based on the planned end date range.

In addition. title. The result can also be sorted by three criteria either by ascending or descending order. Your personalized search can be saved for future use. it can be selected as a Task Summary window default. Enter the task number for the search. Table D–4 Task Search Window Description Type Drop-down Description Use the drop-down list to select from previously saved searches. Click this button to undo any changes to the editable items in the Task Search window. Use the multi-select list box to select the status. The selected saved search name will be executed when you click the Search button. Number Status Types Priority Category Include Private Text Field Multi-select List Box Multi-select List Box Multi-select List Box Multi-select List Box Check Box Oracle Task Manager User Interface Reference D-9 . Use the drop-down list to select the task type which reflects the source of the task. Use the multi-select list box to select a predefined priority value. or summary information for your task in this text field to identify the tasks. UI Object Name Saved Searches Search Restore Clear Name Button Button Button Text Field Enter task subject. Click this button to execute a search for a task.Task Search ■ ■ Personalizing Your Saved Searches Viewing Task Details D. The following table describes field types in the Task Details window. Use the drop-down list to select the task category.4 Task Search Use the Task Search window to create saved searches. Select this check box to include your private tasks in the search. You can personalize the search results by populating the Displayed Columns from the Available Columns in the Displayed Options section of the personalized search window. Click this button to clear all search criteria so you can search on a new item.

and All. UI Object Name Source Name Go Type Name Go My Tasks Task with Role Role For Resource Name Go Role For Resource name Go Date Drop-down Text Field Button Option Button Option Button Drop-down Drop-down Text Field Button Drop-down Drop-down Text Field Button Drop-down D-10 Oracle CRM Application Foundation User Guide . Enter the resource’s name in the text field. Options include: Owner. Use the drop-down list to select the resource type. Click this button to access the lookup tool to search for the resource. Created End Date. Assignee. Enter the resource’s name in the text field. Use the drop-down list to select the resource type that created the task. Enter the name that corresponds with the source. Select this option button to assign the task to another resource. Click this button to access the lookup tool to search for the resource. Select this option button to assign the task to yourself. Click this button to access the lookup window to search for the name that corresponds with the source. Use the drop-down to select the resource type. Actual Start Date Range. Schedule Start Date Range. Schedule End Date Range. Planned Start Date Range. Select the type of task you want to search for.Task Search Table D–4 Task Search Window Description Type Drop-down Text Field Button Description Use the drop-down list to select the source of the task. Use the drop-down to select the role. Assignee. Actual End Date Range. and All. Options include Created Start Date. Use the drop-down to select the role. Use the drop-down list to select a resource name Click this button to access the lookup window to search for a resource name. Options include: Owner. Planned End Date Range.

Options include: account number. This gives you the ability to view all available columns to choose from You can click the display name and forward arrow to move it to the display column. and customer name. Click this button to access the lookup tool to search for the resource name. Enter the resource name in the text field. This text field displays the to date of the task once you select it from the Date Picker. Use the drop-down list to search for a task based on the customer type. Use the drop-down list to select the end time hour for the task. Enter the customer name or number which corresponds to the type you specified.Task Search Table D–4 Task Search Window Description Type Text Field Icon Drop-down Drop-down Text Field Icon Drop-down Drop-down Drop-down Description This text field displays the from date of the task once you select it from the Date Picker. Use the drop-down list to select the end time minute for the task. Use the date picker icon to search for a task based on the planned end date range. Use the date picker icon to search for a task based on the created end date range. Use the drop-down list to select the start time hour for the task. Use the drop-down list to relate the task to an object based on the source of the task. Use the drop-down list to select the start time minute interval for the task. UI Object Name From Date Picker Hour Minute To Date Picker Hour Minute Type Value Reference Type Name Go Description Available Columns Text Field Drop-down Text Field Button Text Field Multi-select List Box Oracle Task Manager User Interface Reference D-11 . This read-only text field automatically populates when you select the resource name. customer number.

Use the drop-down list to select the first sort to be ascending or descending. Click this button to move the selected item in the available column to the displayed column. Enter a name for the personalized query in the text field. Click this button to move the selected item in the displayed column to the available column. Click this button to move all items in the available column to the displayed column. Select the check box to have the search execute upon opening the Combination window in Calendar. Enter the number of rows to appear in the Task Summary window. The items in this column appear on the search results window. Use this button to move in displayed item down in the row. Click this button to save your new search and run the search. Select the check box to have the search execute upon opening the Task Summary window. Use the drop-down list to select the third sort to be ascending or descending. The value must be between 1-99. UI Object Name Displayed Columns > >> << < Up Arrow Down Arrow Sort Rows By Then By Then By Number of Rows Search Name Save Save and Search Use as Summary Page Default Use as Default Query for Combo View Button Button Button Button Icon Icon Drop-down Drop-down Drop-down Text Field Text Field Button Button Check Box Check Box D-12 Oracle CRM Application Foundation User Guide .Task Search Table D–4 Task Search Window Description Type Multi-select List Box Description This gives you the ability to view all columns that will be displayed in the Task Summary window. Use the drop-down list to select the second sort to be ascending or descending. Click this button to move all items in the displayed column to the displayed column. Click this button to save your new search. Use this button to move in displayed item up in the row.

UI Object Name Source Name Update Restore Type Name Description Oracle Task Manager User Interface Reference D-13 . Use the drop-down list to select the Task type.Task Details See Also ■ ■ ■ ■ ■ Viewing the Task Summary Using the Quick Find Search Customizing Your Task Summary Display Options Selecting Sort Options Personalizing Your Saved Searches D. Enter detailed information about the task in the text field. Click this button to update the task details. task type or task name. are carried over to the Task Details window.5 Task Details From the Main Task Details window you can: ■ ■ ■ ■ ■ ■ Assign resources to a group or team Define repeating tasks View and defining contacts Add attachments Add notes to the task detail Mass creating tasks Any applicable values entered on the Create Task window. Enter a task name (title) in the text field. Click this button to refresh the window and revert back to the original values. The following table describes field types in the Task Details window. such as. Table D–5 Task Details Window Description Type Hyperlink Hyperlink Button Button Drop-down Text Field Text Field Description Click this link to display the source of the task. Click this link to display the task details.

This information automatically populates the text field when the task selected. Select this option button to specify which date (planned. Use this drop-down list to select a task category. scheduled. scheduled. This information automatically populates the text field when the task selected. scheduled. Use this drop-down list to assign task status. Use the drop-down list to select the start time. Click this icon to select the planned. Use the drop-down list to select the time zone information. or actual) information will be used to display the task on the calendar. or actual end date for the task. scheduled. UI Object Name Priority Status Category Private Notify Parent Task Go Escalation Level Escalation Owner Text Fields Task Time Zone Drop-down Use for Calendar Option Button Start Date Date Picker Start Time (Hour) Start Time (Minute) End Date Date Picker Text Field Icon Drop-down Drop-down Text Field Icon D-14 Oracle CRM Application Foundation User Guide . in minutes for the task in the text field. Enter the planned. scheduled. Select this check box to define the task as private. or actual start date for the task. or actual end date for the task in the text field. Enter a parent task for the task in this text field. This read-only text field displays escalation level information added to a task through the forms based module. Enter the planned. or actual start date for the task in this text field. Click this icon to select the planned. This read-only text field displays escalation owner information added to a task through the forms based module. Use the drop-down list to select the start hour for the task in the text field. Select the check box to start a workflow notification if the task is modified.Task Details Table D–5 Task Details Window Description Type Drop-down Drop-down Drop-down Check Box Check Box Text Field Button Text Field Description Use this drop-down list to select a priority level. Click this button to access the lookup window to search for a parent task.

Enter the customer’s address in the text field. Organization. Select this check box to specify that you want to see task on your personal calendar. Click this button to look up the customer’s address. Click this button to access the customer lookup window to search for the customer phone number. such as a home phone. Click this button to access the customer lookup window and search for the customer’s name. Enter or search for the contact point. username. and employee ID of the person who created the task. Use the drop-down list to select the customer type. cellular phone. in minutes for the task in the text field. and Relationship. to be used for this customer. Enter the customer’s name in the text field. This read-only text field displays the full name. UI Object Name End Time (Hour) End Time (Minute) Display on Calendar Customer Type Customer Name Go Account Number Go Customer Number Go Address 1 Go Phone Number Text Field Button Text Field Button Text Field Button Text Field Button Text Field Go Address 2 Email Created By Button Text Field Text Field Text Field Oracle Task Manager User Interface Reference D-15 . This read-only text field automatically populates once the address is selected. This read-only text field automatically populates once the customer is selected. Use the drop-down list to select the end time. Click this button to access the customer lookup window. Click this button to access the customer lookup window and search for the account number.Task Details Table D–5 Task Details Window Description Type Drop-down Drop-down Check Box Drop-down Description Use the drop-down list to select the end hour for the task. Options include: Person. or secretary phone. Enter the customer number in the text field. Enter the customer account number in the text field.

and employee ID of the person who updated the task. This read-only text field displays the full name. This read-only text field displays the date the task was updated. UI Object Name Created Date Updated By Updated Date Text Field See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D. username. D-16 Oracle CRM Application Foundation User Guide . such as a marketing campaign.6 Reference Use the Reference window to relate a task to a business object. The following table describes field types in the Reference window. The Reference table is automatically expandable to accommodate multiple resources.Reference Table D–5 Task Details Window Description Type Text Field Text Field Description This read-only text field displays the date the task was created.

This read-only text field displays the name of the related object. you access the task Reference window with the selected name entered as a Reference object. This read-only text field displays a text description of the related object. Any items that have been selected to be removed should disappear. Click this button to refresh the window and revert back to the original values.Reference Table D–6 Reference Window Descriptions Type Hyperlink Hyperlink Button Description Click this link to display the source of the task. UI Object Name Source Name Update Restore Button Remove Icon Type Name Go Text Field Text Field Button Description Text Field See Also ■ ■ ■ ■ ■ Viewing Task Details Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Oracle Task Manager User Interface Reference D-17 . Click this button to update the Reference table. Select the check box next to the Reference objects to remove them from the table. This read-only text field displays the related object. Upon selecting a name from the Lookup window. Click this button to access the Lookup window to look up a customer. Click this link to display the task details.

Click this link to display the task details.7 Assignments A task can be assigned to one or many resource of types employee. groups. Enter the resource name in the text field. Click this button to refresh the window and revert back to the original values. Select this check box to specify that you want to see the task on your personal calendar. There can be only one owner to a task at a time. For example.Assignments ■ ■ ■ ■ ■ Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment Defining Your Preferences D. D-18 Oracle CRM Application Foundation User Guide . or team. an assignee with a role of owner may only supervise the task. This read-only text field displays the role of the type UI Object Name Type Source Name Update Restore Remove Roles Display on Calendar Resource Type Name Go Status Hyperlink Hyperlink Button Button Icon Text Field Check Box Drop-down Drop-down Button Drop-down (owner or assignee). Table D–7 Assignments Window Description Description Click this link to display the source of the task. The following table describes field types in the Assignments window. Use the drop-down list to select the assignee status. All assignees can choose to have the task display on their personal calendar. Not all assignees have to play an active roll for the task. Click this button to access the lookup tool to search for a resource. Use the drop-down list to specify the resource type of the assignee. Click the icon to clear the row. Click this button to update the Assignments window after changes are made.

Table D–8 Efforts Window Description Description Click this link to display the source of the task. This read-only text field displays the email address of the resource. This read-only text field displays the phone number of the resource.8 Efforts Use the Efforts window to specify the level of planned and actual efforts for a task. The values entered are for information only and do not trigger a workflow. The following table describes field types in the Efforts window.Efforts Table D–7 Assignments Window Description Description This read-only text field displays the job title of the resource. UI Object Name Type Job Title Phone Email Text Field Text Field Text Field See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment Defining Your Preferences D. UI Object Name Type Source Hyperlink Oracle Task Manager User Interface Reference D-19 .

UI Object Name Type Name Effort Duration UOM % Complete Planned Effort Actual Effort Hyperlink Text Field Drop-down Text Field Text Field Text Field See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment Defining Your Preferences D. you may want to create a series of tasks for a specified date in one window. Enter the numeric effort of the task. Depending on your business needs. Enter the actual effort for the task in the text field.9 Repeating Use the Repeating window to schedule tasks to occur automatically. These tasks can be selected to repeat in any combination. or monthly occurrences. Options include: Minutes. weekly. To schedule repeating tasks. Hours. Examples of intervals include daily.Repeating Table D–8 Efforts Window Description Description Click this link to display the task details. Enter the planned effort for the task in the text field. Use the drop-down list to select the unit of measure for the effort. Enter the percent complete for the task in the text field. you must either specify a start date and the number of tasks to D-20 Oracle CRM Application Foundation User Guide .

Select the Daily option button to specify that you want the task to repeat on a daily basis. UI Object Name Source Name Restore Start Date End Date Count Date Picker Date Picker None Daily Icon Icon Option Button Option Button Every_Day Weekly Text Field Option Button Every_Week Text Field Oracle Task Manager User Interface Reference D-21 . Select the Weekly option button to repeat the task on a weekly basis. Once selected. Click the icon to access the micro-monthly calendar to select an end date for the repeating task. every two weeks or every week.Repeating create or the end date. You can select either an end date or a count but not both. you can select the daily frequency options for the number of days and the end date. Enter the end date for the repeating task. Click this button to refresh the window and revert back to the original values. Click the icon to access the micro-monthly calendar to select a start date for the repeating task. Table D–9 Repeating Window Description Type Hyperlink Hyperlink Button Text Field Text Field Text Field Description Click this link to display the source of the task. Use the count field to specify how many times the task should repeat. Click this link to display the task details. The default is set at 1. Select the None option button to indicate that you do not have a repeating task. the days to include. for example. The following table describes field types in the Repeating window. and the date to end. You can select the frequency options for the weekly frequency. Enter the number of days for the task to repeat. The default is set at 1. The default count is set at 10. Enter the number of days you want the task to repeat. This read-only text field displays the start date for the repeating task. Enter the number for the frequency to repeat. The dates of the tasks are populated as the start and end dates.

Enter the date for the repeating monthly appointment. for example. the days to include. and the date to end. The default is the current day it the check box cannot be deselect. Use the drop-down list to specify which days to include for monthly repeating. Enter the frequency to repeat of monthly repeating. you can select additional days. However. UI Object Name Days Monthly Option Button Every_Month On Text Field Text Field On The Days Drop-down Multi-select List Box See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D-22 Oracle CRM Application Foundation User Guide . once a month. The default is the current date if the Month option button is selected. you can select additional days. The default is 1 month. Select the Monthly option button to repeat the task on a monthly basis. The default is the current day it the check box cannot be deselect.Repeating Table D–9 Repeating Window Description Type Multi-select List Box Description Select the specific days to include for weekly repeating. You can select the frequency options for the monthly frequency. However. Select the specific days to include for monthly repeating.

Click this button to go to the Phonebook lookup window. Options include: Customer and Employee.10 Task Contacts Use the Task Contacts window to manage contact information. however. the email populates the field. Last name. This read-only text field displays the type of contact selected. the new number populates the field. Click this button to undo any changes to the editable items in the task area. Once selected. and First name. No contacts can be created within Tasks. The following table describes field types in the Contacts window. Click this button to access the Email Address lookup window. Click this button to go to the contact lookup window where you can select the contact name and contact points. Once selected.Task Contacts ■ Defining Your Preferences D. Select the check box to remove unwanted contact from task. you can import a task contact. Click the icon to clear the row. Phonebook Go Edit Text Field Button Email Go Hyperlink Button Oracle Task Manager User Interface Reference D-23 . Click this link to display the task details. Click this button to save changes to tasks that you make in the search summary window. Table D–10 Task Contacts Window Description UI Object Name Source Name Update Restore Remove Remove Type Name Go Type Hyperlink Hyperlink Button Button Icon Check Box Text Field Text Field Button Description Click this link to display the source of the task. Enter the contact’s phone number. Enter the contact’s name in the format of Title. Click the link edit the contact’s email address information.

or a URL.Attachments Table D–10 Task Contacts Window Description UI Object Name Primary Type Option Button Description Select the option button to indicate the primary contact. D-24 Oracle CRM Application Foundation User Guide . a file. you can link images to items or video to operation instructions. Task Manager supports the ability to add one or more attachments to a task. For example. The following table describes field types in the Attachment’s window. or text to their application data.11 Attachments Use the Attachment feature to link unstructured data such as images. spreadsheets. The attachment can be in the form of a text message. Table D–11 Attachment Window Descriptions UI Object Name Source Type Hyperlink Description Click this link to display the source of the task. See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment Viewing Task Contact Information Defining Task Contacts D. word-processing documents.

This field displays the date that the attachment was created. This read-only text field displays the data type for the attachment. Click this link to access the Note Details window and view the first 20 characters of the attachment and drill down to the attachment details. Add Attachment Button Remove Check box Date Added Description Text Field Text Field File Size Data Type Text Field Text Field Added By Text Field Attachment Hyperlink See Also ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Oracle Task Manager User Interface Reference D-25 . a URL. Options include: Add Existing File. Click this button to access the Add Attachment window to add an attachment to the task. File or URL. or text.Attachments Table D–11 Attachment Window Descriptions UI Object Name Name Update Restore Type Hyperlink Button Button Description Click this link to display the task details. Click this link to view the attachment whether it is a file. This field displays the user’s name and resource ID of the creator of the attachment. This read-only text field displays the file size of the attachment. Click this button to refresh the window and revert back to the original values. Select this check box to remove a username from the Multi-select List Box. Text. Click this button to update the window.

Enter a text message to be attached. Click this button to create a new attachment. Select the file option button to indicate that the attachment is a file. Enter your attachment text in the text field. Table D–12 Add Attachment Window Descriptions UI Object Name Source Name Create Clear Type Hyperlink Hyperlink Button Button Description Click this link to display the source of the task. Description Text Text Field Option Button Text File File Text Field Option Button Text Field D-26 Oracle CRM Application Foundation User Guide . Click this button to refresh the window without saving your changes. Enter the file location.Add Attachments ■ ■ ■ ■ ■ ■ ■ ■ Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D. Select the text option button to indicate that the attachment is in a free-formed text format.12 Add Attachments The following table describes field types in the Add Attachment window. Click this link to display the task details.

Oracle Task Manager User Interface Reference D-27 . When you use the Mass Create feature.Mass Create Table D–12 Add Attachment Window Descriptions UI Object Name URL Browse Type Text Field Button Description Enter the URL you want to attach in the text field. a new task is created for each resource in a group or team and that resource is automatically assigned as the owner of the task.13 Mass Create Use the Mass Create window to create a separate task for each of the selected resources. once the task is created. the creator of the mass created task may not perform any updates to the new task. Click this button to navigate to the file location. Also. The following table describes field types in the Mass Create window. Table D–13 Mass Create Window Description UI Object Name Source Name Type Hyperlink Hyperlink Description Click this link to display the source of the task. Click this link to display the task details. See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Viewing Task Details Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D.

Type Name Go Keep a Record of this Task Copy Notes Drop-down Text Field Button Check Box Check Box See Also ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Creating a Task Associating a Task with a Customer Relating Appointments and Tasks to Source Objects Defining Dates for a Task Assigning a Resource to a Task Specifying the Task Effort Creating a Repeating Task or Appointment Mass Creating Tasks Viewing Existing Attachments Adding an Attachment D-28 Oracle CRM Application Foundation User Guide . Use the drop-down list to select the resource type. the task will not remain.Mass Create Table D–13 Mass Create Window Description UI Object Name Create Type Button Description Click this button to mass create a task for every member of a group or team. Select this check box to keep a record of the task you are mass creating. Select this check box to keep a copy of any notes attached to the task. otherwise. Each team member will be the owner of their individual task. Enter the name of the resource group or team in the text field. Click this button to access the lookup tool and search for the name of the group or team.

Table E–1 Daily View Window Descriptions Type Button Description Click this button to view the previous day in the same daily view format. Click this button to view the next day in the same daily view format. This read-only text field displays the view of the day that is currently shown in the daily view. you can create a new appointment. update or delete an existing appointment or choose to access a different day on the calendar.1 Daily View Upon opening Calendar. You can then view the entire day’s schedule of appointments. E. you are directed toward the daily view.E Oracle HTML Calendar User Interface Reference This appendix contains user interface object descriptions of the HTML version of Calendar. The following table describes field types in the daily view of Calendar. UI Object Name Backward Icon Current Day Text Field Forward Icon Button Oracle HTML Calendar User Interface Reference E-1 . Within the daily view.

UI Object Name Time Date Picker Date Picker Go To Button Today + Button Icon Create Button Appointment Hyperlink Hyperlink Untimed Event Hyperlink E. Click this link for the task. or delete an existing appointment. appointment. Click this button to view the current day in any view format. Use this icon to access the Create Appointment window and select the time and day and create an appointment. The icon is shown for every time interval shown in the daily view. Click this button to access the Create Appointment window. the times are shown vertically on the left side of the window. Select a date on the micro-monthly calendar to have that date default in the start date of the daily view. The following table describes field types in the weekly view of Calendar. update an existing appointment.2 Weekly View Within the weekly view you can create a new appointment.Weekly View Table E–1 Daily View Window Descriptions Type Hyperlink Description Click the time to access the Create Appointment window with the start time for the appointment defaulted to the time selected on the daily view. There is no time defaulted. Click this button to access the Go To window where you can select a date to view in the daily view format. In grid format. Click this link for a particular appointment to access the detail view for that appointment. The default date for the appointment is the current date. or event to access the details for that specific object. E-2 Oracle CRM Application Foundation User Guide . You can choose to access a different week to view that week’s calendar of appointments.

Click this link for a particular appointment to access the detail view for that appointment. UI Object Name Backward Icon Current Week Text Field Forward Icon Button Time Hyperlink Go To Button Today Date Button Text Field + Icon Create Button Appointment Hyperlink Oracle HTML Calendar User Interface Reference E-3 . Click the time to access the Create Appointment window with the start time for the appointment defaulted to the time selected on the weekly view. the times are shown vertically on the left side of the window. Use this icon to access the Create Appointment window and select the time and day and create an appointment. Click this button to access the Go To window where you can select a date to view in any view format. The default date for the appointment is the current date. Click this button to access the Create Appointment window. The icon is shown for every day in the week and for every time interval shown in the weekly view. In grid format. This read-only text field displays the view of the week that is currently shown in the weekly view. Click this button to view the current day in the weekly view format. Click this button to view the next week in the same weekly view format.Weekly View Table E–2 Weekly View Window Descriptions Type Button Description Click this button to view the previous week in the same weekly view format. This read-only text field displays the dates horizontally on the upper portion of the weekly view.

Click this link for a particular appointment to access the detail view for that appointment. You can also choose to access a different month to view that month’s calendar of appointments. Click this button to access the Create Appointment window. UI Object Name Untimed Event E.Monthly View Table E–2 Weekly View Window Descriptions Type Hyperlink Description Click this link to view at the top of the calendar to view the untimed appointment details. The default date for the appointment is the current date. The following table describes field types in the monthly view of Calendar. update an existing appointment. Click this button to view the current day in the monthly view format. Table E–3 Monthly View Window Descriptions Type Button Description Click this button to view the previous month in the same monthly view format. Click this button to access the Go To window where you can select a date to view in any view format. or delete an existing appointment.3 Monthly View Within the monthly view you can create a new appointment. This read-only text field displays the view of the month that is currently shown in the monthly view. UI Object Name Backward Icon Current Month Text Field Forward Icon Button Day of the Week Text Field Go To Button Today Create Button Button Appointment Hyperlink E-4 Oracle CRM Application Foundation User Guide . Click this button to view the next month in the same monthly view format. The days of the week (as defined in the user preferences) are shown on the top of the monthly grid.

Yearly View Table E–3 Monthly View Window Descriptions Type Hyperlink Description Click this link to view at the top of the calendar to view the untimed appointment details. UI Object Name Untimed Event E. The following table describes field types in the yearly view of Calendar. UI Object Name Backward Icon Current Year Text Field Forward Icon Month Button Hyperlink Go To Button Today Date Create Button Hyperlink Button Oracle HTML Calendar User Interface Reference E-5 . This read-only text field displays the view of the year that is currently shown in the yearly view. The month of the year is shown on top of the monthly date picker. Click this button to access the Create Appointment window. Click this button to view the current day in the yearly view format. Click this button to view the next year in the same yearly view format. Click this button to access the Go To window where you can select a date to view in any view format.4 Yearly View The yearly view displays all of the months for the entire year. Table E–4 Yearly View Window Descriptions Type Button Description Click this button to view the previous year in the same yearly view format. Click this link to access the monthly view for the month selected. Each month displays the days of the week starting with Sunday and ending with Saturday. The default date for the appointment is the current date. Click the date link to access the daily view window. The current day is highlighted within the yearly view.

This read-only text field displays the view of the day that is currently shown in the combination view. This read-only text field displays the times shown on the left side of the window.5 Combination View You can maintain daily activities while avoiding schedule conflicts by seeing an overview of the days events along side a list of current tasks.Combination View E. UI Object Name Backward Icon Current Day Text Field Forward Icon Button Time Text Field Go To Button Today Create Button Button Add Button E-6 Oracle CRM Application Foundation User Guide . Click this button to view the next day in the same combination view format. Table E–5 Combination View Window Descriptions Type Button Description Click this button to view the previous day in the same combination view format. The following table describes field types in the combination view of Calendar. In the combination view you can create and update appointments. Click this button to access the Go To window where you can select a date to view in any view format. Note: The combination view fields may vary depending on the columns you choose to display in the Task Summary window. Click this button to view the current day in the combination view format. In grid format. The default date for the appointment is the current date. and view your task summary. Click this button to access the Create Appointment window in task view. the times are shown vertically on the left side of the window. Click this button to access the Create Appointment window.

there are no notes attached to the task. Use the drop-down list to filter the list of tasks by the category. Click this button to execute the refresh of the window based upon the category selection. The icon is shown for every day in the week and for every time interval shown in the weekly view. Click this button to remove all of the tasks with the remove check box selected. Click the Task name link to access the Task Detail window and edit the task. If no icon appears. This enforces the state transition business rules already in place. Click the icon to access the Notes section of the Task Detail window to see if there are any notes attached to the task. Click this button to refresh the window and revert back to the original values. This displays the priority next to every task in task view. Click this link to view at the top of the calendar to view the untimed appointment details. Use the drop-down to filter the list of tasks by the available statuses. Select the check box of the tasks to be deleted. UI Object Name + Category Status Drop-down Drop-down Go Button Remove Task Name Check Box Hyperlink Priority Note Text Field Icon Restore Button Save Button Untimed Event Hyperlink Oracle HTML Calendar User Interface Reference E-7 .Combination View Table E–5 Combination View Window Descriptions Type Icon Description Use this icon to access the Create Appointment window and select the time and day and create an appointment.

Resource availability is based on appointments assigned directly to the resources which displays on the resource’s calendar. Click this button to move backward to the previous time increment in the same available view format. Click this button to access the Create Appointment window. The following table describes field types in the availability view of the Calendar. The default date for the appointment is the current date. UI Object Name Backward Icon Current Day Text Field Forward Icon Button Today Go To Button Button Create Appointment Button Add Resource Backward Icon Button Button E-8 Oracle CRM Application Foundation User Guide .Availability View Table E–5 Combination View Window Descriptions Type Text Field Description This read-only text field displays the due date for the task.6 Availability View Within the availability view you can check the availability of a resource. Click this button to access the Go To window where you can select a date to view in any view format. Table E–6 Availability View Window Descriptions Type Button Description Click this button to view the previous day in the same combination view format. UI Object Name Due Date E. Click this button to access the select users window. This read-only text field displays the view of the day that is currently shown in the combination view. Click this button to view the next day in the same combination view format. Click this button to view the current day in the combination view format.

Table E–7 Group Calendar Summary Window Descriptions Type Button Button Description Click this button to request a new group calendar. The available time is shown in the red color format. Click this button to access the Subscribe Group window. UI Object Name Time Forward Icon Button Available Text Grid View Unavailable Text Grid View Time Hyperlink Username Text Field E. to search for a group and subscribe to it. Click this link to access the create appointment window where you can create an appointment for the selected date/time from the availability view. This field displays the time that is available for each user. In grid format. the times are shown vertically on the left side of the window.7 Group Calendar Summary The following table describes field types in the Group Calendar Summary window of Calendar. The available time is shown in the blue color format. UI Object Name Request New Group Subscribe To Group Oracle HTML Calendar User Interface Reference E-9 . Click this button to move forward to the previous time increment in the same available view format. This read-only text field displays the usernames which appear in the text grid.Group Calendar Summary Table E–6 Availability View Window Descriptions Type Text Field Description This read-only text field displays the times shown on the left side of the window. This field displays the time that is unavailable for each user.

Click this button to view the previous page of the report results.Group Calendar Description Table E–7 Group Calendar Summary Window Descriptions Type Text Field Text Field Text Field Description This read-only text field displays the group name. This read-only text field displays the description of the group. UI Object Name Group Name Group Description Color Prefix Next Previous Text Field Button Button E. Table E–8 Group Calendar Subscription Window Descriptions Type Button Button Text Field Text Field Drop-down Description Click this button to subscribe to a group. Enter the prefix for the group calendar items.8 Group Calendar Description The following table describes field types in the Group Calendar Subscription window of Calendar. Use the drop-down list to select what color you want your calendar to display. Click this button to unsubscribe to a group. Click this button to view the next page of the report results. This read-only text field displays the group name. This read-only text field displays color for the subscribed calendar group. This read-only text field displays the prefix for the group calendar items. This read-only text field displays the description of the group. UI Object Name Subscribe Unsubscribe Group Name Group Description Display Color Prefix Event Title Text Field E-10 Oracle CRM Application Foundation User Guide .

10 Switch to Another Calendar The following table describes field types in the Switch to Another Calendar window of Calendar. Click this button to submit a new group calendar request. Use the drop-down list to switch your calendar in your daily view.9 Request New Group The following table describes field types in the Request New Group window of Calendar. Table E–10 Switch to Another Calendar Window Descriptions UI Object Name Switch Calendar Type Button Description Click this button to switch to another calendar. Enter a description for the group. The user is taken to the daily view or the default view for the new calendar. Oracle HTML Calendar User Interface Reference E-11 . Table E–9 Request New Group Window Descriptions Type Check Box Button Text Field Text Field Description Select the check box to indicate if the new group is a public calendar.Calendar Personal Preferences E. Enter a name for the group. Calendar Drop-down E. UI Object Name Public Send Request Group Name Group Description E. The list of values contain only those calendars that the user owns.11 Calendar Personal Preferences The following table describes field types in the Calendar Personal Preferences window of Calendar. The default calendar is the user’s personal calendar.

Use the drop-down list if you want to issue email invitations. Week Begins On Week Ends On Appointment Increment Drop-down Drop-down Drop-down Start Hour End Hour Weekday Drop-down Drop-down Drop-down E.Privileges Table E–11 Calendar Personal Preferences Window Descriptions UI Object Name Update Send Notifications Clock/(12/24 Hour) Type Button Drop-down Drop-down Description Click this button to update your changes. Options include: 12 hour or 24 hour (military time) clock. Table E–12 Privileges Window Descriptions UI Object Name Update Type Button Description Click this button to update the appointment to include the newly attached attendees. Use the drop-down list to define the particular day for the week to begin. Use the drop-down list to define the particular day for the week to end. Click this button to refresh the window and revert back to the original values. Use the drop-down list to select the start hour for the day. Use the drop-down list to define the day for the work hours. Use the drop-down list to define the clock format. Use the drop-down list to select how you want your calendar to display appointments in particular increments. Use the drop-down list to select the the end hour for the day.12 Privileges The following table describes field types in the Privileges window of Calendar. Restore Button E-12 Oracle CRM Application Foundation User Guide .

You can select any user to remove them from the list. Enter the user ID for the person who is to have Full Access. Click this button to look up users in the Lookup window. Click this button to remove a user from the Full Access list field list box. The list box displays all users that currently have full access ability. Click this button to refresh the window and revert back to the original values. Click this button to access the Lookup window to search for users. Table E–13 Categories Window Description UI Object Name Update Type Button Description Click this button to update the appointment to include the newly attached attendees. E. Click this button to add a user to the list. Click this button to remove a user from the list.13 Categories The following table describes field types in the Categories window of Calendar.Categories Table E–12 Privileges Window Descriptions UI Object Name View Only Access Go Add Remove List Box Full Access Go Add Remove List Box Type Text Field Button Button Button List Box Text Field Button Button Button List Box Description Enter the user ID for the person who is to have view only access. Click this button to add a user to the list in the Full Access field list box. This list box displays users that currently have view only ability. Restore Button Oracle HTML Calendar User Interface Reference E-13 .

15 Appointment Details The following table describes field types in the Appointment Details window of Calendar. Use the drop-down to select the default time zone. Enter a category to be added to the list. E. Table E–14 User Time zone Window Description UI Object Name Update Time Zone Type Button Drop-down Description Click this button to update the time zone information.14 User Time Zone The following table describes field types in the User Time Zone window of Calendar. This defaults to the user’s preferences. Use the drop-down list to select the time zone for the meeting.User Time Zone Table E–13 Categories Window Description UI Object Name Remove Category Type Check Box Text Field Description Select this check box to mark categories for deletion. E-14 Oracle CRM Application Foundation User Guide . Table E–15 Appointment Detail Window Description UI Object Name Source Appointment Name Name Start Date Time Zone Type Text Field Text Field Text Field Text Field Drop-down Description This field displays the source of the appointment. Enter a name for the appointment. E. This field displays the appointment name. Enter the start date for the appointment.

Enter a description for the appointment. This read-only text field displays the full name. then that time is automatically entered in the start time upon the user opening the Create Appointment window. Use the drop-down list to select a predefined category for the appointment. If you select a time from the daily view. Medium.Appointment Details Table E–15 Appointment Detail Window Description UI Object Name Start Time Type Drop-down Description Use the drop-down list to select the start hour time for the appointment. Select the check box to create a private appointment for yourself that no other individual can view. Any items that have been selected to be removed should disappear. Options include: High. Use the drop-down list to select a priority for the appointment. username. Click this button to update the reference table. Task types are defined during the set up. Click this button to refresh the window and revert back to the original values. Duration Type Drop-down Drop-down Private Check Box Category Drop-down Priority Drop-down Description Update Text Field Button Restore Button Delete Created By Button Text Field Oracle HTML Calendar User Interface Reference E-15 . Low. You can also create their own categories which appears in the drop-down. Use the drop-down to select the task type for the appointment. Use the drop-down list to select the duration for the appointment. and None. and employee ID of the person who created the appointment. Click this button to delete the appointment information.

Select the check box to create a private appointment for yourself that no other individual can view. Use the drop-down list to select the duration of the appointment. Use the drop-down list to select the start time for the appointment. Use the drop-down to select the task type for the appointment. then that time populates the start time upon the user opening the window. Start Time Drop-down Duration Drop-down Type Drop-down Private Check Box E-16 Oracle CRM Application Foundation User Guide .16 Create Appointment The following table describes field types in the Create Appointment window of Calendar. and employee ID of the person who updated the appointment. Updated Date Text Field E. If the user has selected a time from the daily view. Use the drop-down list to select the time zone for the meeting. username. This read-only text field displays the full name. This defaults to the user’s preferences. This defaults to 1 hour if not start time is specified. Enter the date for the appointment. This read-only text field displays the date the appointment was updated. Task types are defined during the set up. Table E–16 Create Appointment Window Description UI Object Name Name Start Date Time Zone Type Text Field Text Field Drop-down Description Enter a name for the appointment.Create Appointment Table E–15 Appointment Detail Window Description UI Object Name Created Date Updated By Type Text Field Text Field Description This read-only text field displays the date the appointment was created.

2 Days Before. Low. Click this button to save the appointment information. Use the drop-down list to select a predefined category for the appointment. Click this button to access the customer Lookup window to look up a customer. Enter a name for the related object. 2 Hours Before. This read-only text field displays a description of the related object. Medium. Category Drop-down Priority Drop-down Description Reference Type Text Field Drop-down Related Object Name Go Text Field Button Related Object Description Clear Text Field Button Create Create and Create Another Button Button Oracle HTML Calendar User Interface Reference E-17 . Options include: Do Not Remind Me. 3 Days Before. 30 Minutes Before. The first appointment is saved.Create Appointment Table E–16 Create Appointment Window Description UI Object Name Remind Me Type Drop-down Description Use the drop-down list to select when you want to be reminded of an appointment. Enter a note for the appointment description. The user can also create their own categories in the calendar preferences. Click this button to refresh the window without saving your changes. 15 Minutes Before. Options include: High. Use the drop-down list to select an object to reference an appointment being created such as a person. and you are ready to enter another appointment. 1 Week Before. Click this button to create an appointment while remaining in the Create Appointment window. or opportunity. and None. 1 Day Before. organization. the window is cleared. Use the drop-down list to select a priority for the appointment. 1 Hour Before.

Attendees E. Click this button to remove a username from the multi-select box. Click this link to display the appointment details. This read-only text field displays the attendee’s username. Click this button to access the Lookup window to find a customer. and the current date. This field displays the intended list of invitees. an invitation. Click the name to populate the field. Add Remove Availability Button Button Button Invite Button Attendee Multi-select Box Update Multi-select Box Button Remove Check Box Username Text Field E-18 Oracle CRM Application Foundation User Guide .17 Attendees The following table describes field types in the Attendees window of Calendar. Table E–17 Attendees Window Description UI Object Name Source Appointment Name Attendee Go Type Hyperlink Hyperlink Text Field Button Description Click this link to display the source of the appointment. Select the check box to remove an attendee from the list when you click Update. Click this button to check the availability of the attendee in a graphical view. Click this button to add the selected attendee to the multi-select box. Click this button to update the appointment to include the newly added attendees. This read-only text field displays the invitee’s username. Click this button to send the usernames in the multi-select box. The window is refreshed and the usernames now appear in the attendees table with a status of invited.

This read-only text field displays who long the appointment is scheduled for. Click this button to refresh the window and revert back to the original values. Click this button to reject the invitation to the appointment.18 Appointment Invitation The following table describes field types in the Appointment Invitation window of Calendar. This read-only text field displays the status for the selected invitee. This read-only text field displays what time zone the appointment is scheduled to take place. Restore Button E.Appointment Invitation Table E–17 Attendees Window Description UI Object Name Resource Name Status Updated Type Text Field Text Field Text Field Description This read-only text field displays the resource name. Table E–18 Appointment Invitation Window Description UI Object Name Accept Reject Appointment Name Start Date Time Zone Type Button Button Text Field Text Field Text Field Description Click this button to accept the invitation to the appointment. This read-only text field displays the date of the appointment. Start Time Text Field Duration Text Field Oracle HTML Calendar User Interface Reference E-19 . This read-only text field displays the time the appointment is scheduled to begin. This read-only text field displays the name of the appointment. This read-only text field displays the date when the attendee status was updated.

username. This read-only text field displays the priority of the appointment. This read-only text field displays the full name. E-20 Oracle CRM Application Foundation User Guide .Reference Table E–18 Appointment Invitation Window Description UI Object Name Type Owner Type Text Field Text Field Description This read-only text field displays the task type. This read-only text field displays the full name. and employee ID of the person who created the appointment. This read-only text field displays the name of the owner of the appointment. This read-only text field displays the date the appointment was created. username. Category Priority Description Created By Text Field Text Field Text Field Text Field Created Date Updated By Text Field Text Field Updated Date Text Field E. This read-only text field displays the date the appointment was updated. Table E–19 Reference Window Description UI Object Name Source Appointment Name Type Hyperlink Hyperlink Description Click this link to display the source of the appointment. This read-only text field displays the appointment description.19 Reference The following table describes field types in the Appointment Detail Reference window of Calendar. and employee ID of the person who updated the appointment. This read-only text field displays the task category. Click this link to display the appointment details.

Click this button to update the Reference table. Upon selecting a name from the Lookup window. Click this button to refresh the window and revert back to the original values.Repeating Table E–19 Reference Window Description UI Object Name Type Name Go Type Drop-down Text Field Button Description Use the drop-down list to select the reference object. Select the check box next to the Reference objects to remove them from the table. the user is taken back to the appointment Reference window with the selected name entered as a Reference object. Enter a resource name.20 Repeating The following table describes field types in the Repeating window of Calendar. This read-only text field displays the name of the related object. Table E–20 Repeating Window Description UI Object Name Source Type Hyperlink Description Click this link to display the source of the appointment. Oracle HTML Calendar User Interface Reference E-21 . click it to clear the row before you update the record. Any items that have been selected to be removed should disappear. Update Button Restore Button Remove Check Box Type Name Description Text Field Text Field Text Field E. Click the Go button to access the Lookup window to look up a customer. This read-only text field displays a text description of the related object. This read-only text field displays the object type. If an icon is displayed.

You choose either an end date or a count. but not both. Enter the end date for the repeating appointment. Restore Button Start Date End Date Text Field Text Field Count Text Field Date Picker Icon None Option Button Daily Option Button Every Day Weekly Text Field Option Button E-22 Oracle CRM Application Foundation User Guide . and the date to end. The default count is 10. Enter the number of days for the appointment to repeat.Repeating Table E–20 Repeating Window Description UI Object Name Appointment Name Update Type Hyperlink Button Description Click this link to display the appointment details. Click the icon to access the micro-monthly calendar to select a start date for the repeating appointment. Once selected. Any items that have been selected to be removed should disappear. Click this button to update the Reference table. Select the none option button to indicate that you do not have a repeating appointment. You can select the frequency options for the weekly frequency.You choose either an end date or a count. but not both. Click this button to refresh the window and revert back to the original values. This read-only text field displays the start date of the appointment. Enter the number of days you want the appointment to repeat. the days to include. Select the weekly option button to repeat the appointment on a weekly basis. you can select the daily frequency options for the number of days and the end date. Select the daily option button to specify that you want the appointment to repeat on a daily basis.

Enter the date for the repeating monthly appointment. You can select the frequency options for the monthly frequency. Click this button to update the appointment to include the newly attached attendees. However. Oracle HTML Calendar User Interface Reference E-23 . Table E–21 Attachment Window Description UI Object Name Source Appointment Name Update Type Hyperlink Hyperlink Button Description Click this link to display the source of the appointment. you can select additional days. the days to include. Select the specific days to include for weekly repeating. The default is 1.Attachments Table E–20 Repeating Window Description UI Object Name Every Week Type Text Field Description Enter the number for the frequency to repeat (every two weeks or every week). once a month. Select the monthly option button to repeat the appointment on a monthly basis. Click this link to display the appointment details. The default is 1. Enter the frequency to repeat of monthly repeating. Select the specific days to include for monthly repeating.21 Attachments The following table describes field types in the Attachment’s window of Calendar. and the date to end. The default is none. The default is the current day it the check box cannot be deselect. Days Multi-select Box Monthly Option Button Every Month Text Field On Text Field On The Multi-select Box E. For example.

Add Attachments Table E–21 Attachment Window Description UI Object Name Restore Type Button Description Click this button to refresh the window and revert back to the original values. Click this link to view the attachment whether it is (a file. This field displays the user’s name and resource ID of the creator of the attachment. Options include: Add Existing File.22 Add Attachments The following table describes field types in the Add Attachment window of Calendar. Click this button to access the Add Attachment window to create or add an attachment to an appointment. This read-only text field displays the data type for the attachment. Add Attachment Button Remove Check box Date Added Description Text Field Text Field File Size Data Type Text Field Text Field Added By Text Field Attachment Hyperlink E. E-24 Oracle CRM Application Foundation User Guide . This field displays the date that the attachment was created. or text). File or URL. If an icon is displayed. a URL. Click this link to access the Note Details window and view the first 20 characters of the attachment and drill down to the attachment details. This read-only text field displays the file size of the attachment. Text. click it to clear the row before you update the record. Select this check box to remove a username from the multi-select box.

Enter the file location. Select the file option button to indicate that the attachment is a file. Enter a text message to be attached. Select the text option button to indicate that the attachment is in a free-formed text format. Click this button to refresh the window without saving your changes. Description Text Text Field Option Button Text File File URL Browse Text Field Option Button Text Field Text Field Button Oracle HTML Calendar User Interface Reference E-25 .Add Attachments Table E–22 Add Attachment Window Description UI Object Name Source Appointment Name Create Clear Type Hyperlink Hyperlink Button Button Description Click this link to display the source of the appointment. Enter the URL you want to attach in the text field. Click this button to navigate to the file location. Click this link to display the appointment details. Click this button to create a new attachment. Enter your attachment text in the text field.

Add Attachments E-26 Oracle CRM Application Foundation User Guide .

then click this button to update the outcome records. Enter a detailed description of the outcome. F. Click this button to create new outcomes. then click this button to remove the item once you click Delete. Enter the full name of the outcome. Click this button to refresh the window and revert back to the original values. Enter the code name of the outcome. Table F–1 Interaction History Outcome Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column.1 The Outcomes Window The following table describes user interface objects in the Interaction History Outcomes window. Enter the outcome code as either positive or negative. Check any boxes you want to change in the Select column. Delete Button Restore Create Code Short Description Long Description Recycling Code Button Button Text Field Text Field Text Field Text Field Oracle Interaction History User Interface Reference F-1 . Numeric values are assigned.F Oracle Interaction History User Interface Reference This appendix contains user interface object descriptions of the HTML version of Interaction History.

the outcome code is considered positive. It defaults to unchecked. Select the check box for the outcome to indicate who can call back the customer. that particular outcome code requires a result code.The Results window Table F–1 Interaction History Outcome Window Descriptions UI Object Name Positive Outcome Type Check Box Description Select the check box for the outcome as either a positive or negative outcome. Enter the code name of the result. Generate Private Callback Check Box Generate Public Callback Check Box Results Required Check Box F. then click this button to remove the item once you click Delete. any agents can call back the customer. When checked. When checked. Check any boxes you want to change in the Select column. Table F–2 Interaction History Results Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column. Click this button to create new results. Defaults to unchecked. Defaults to unchecked. Defaults to unchecked.2 The Results window The following table describes user interface objects in the Interaction History Results window. When checked. the original agent who interacted with the customer should callback. Select the check box for the outcome to indicate who can call back the customer. Click this button to refresh the window and revert back to the original values. When checked. Delete Button Restore Create Code Button Button Text Field F-2 Oracle CRM Application Foundation User Guide . then click this button to update the result records. Select the check box for the outcome code must have a result associated with it.

When checked. then click this button to update the reason records. The value is displayed in the agent’s window. the outcome code is considered positive. Defaults to unchecked. Enter the code name of the reason. Click this button to create new reasons. Check any boxes you want to change in the Select column. Enter a detailed description of the reason up to 1000 characters. Enter the full name of the reason. The value is displayed in the agent’s window. that particular result code requires a reason. then click this button to remove the item once you click Delete.The Reasons Window Table F–2 Interaction History Results Window Descriptions UI Object Name Short Description Long Description Positive Outcome Type Text Field Text Field Check Box Description Enter the full name of the result. Table F–3 Interaction History Reason Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column. It defaults to unchecked. Select the check box for the outcome as either a positive or negative outcome. Reason Required Check Box F.3 The Reasons Window The following table describes user interface objects in the Interaction History Reason window. Delete Button Restore Create Code Short Description Long Description Button Button Text Field Text Field Text Field Oracle Interaction History User Interface Reference F-3 . Enter a detailed description of the result up to 1000 characters. Click this button to refresh the window and revert back to the original values. Select the check box to specify that the result code must have a reason associated with it. When checked.

5 The Result-Reason Window Table F–5 Interaction History Result-Reason Window Descriptions UI Object Name Delete Type Button Description Check any boxes you want to change in the Select column. Restore Create Button Button F-4 Oracle CRM Application Foundation User Guide . Click this button to create new result-reasons. F.4 The Outcome-Result Window Table F–4 Interaction History Outcome-Result Window Descriptions UI Object Name Delete Type Button Description Check any boxes you want to change in the Select column. This read-only text field displays all the results associated to the outcome are displayed. Click this button to create new outcomes-results.The Outcome-Result Window The following table describes user interface objects in the Interaction History Outcomes-Result window. Restore Create Outcome Result Button Button Drop-down Drop-down The following table describes user interface objects in the Interaction History Result-Reason window. Click this button to refresh the window and revert back to the original values. Click this button to refresh the window and revert back to the original values. The results are automatically populated and are not editable. then click this button to remove the item once you click Delete. This read-only text field displays all available outcomes. then click this button to remove the item once you click Delete. F.

Enter the action name in the text field.The Action Window Table F–5 Interaction History Result-Reason Window Descriptions UI Object Name Result Reason Type Text Field Text Field Description This read-only text field displays all the results. Table F–6 Interaction History Action Item Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column. Click this button to refresh the window and revert back to the original values. This read-only text field automatically populates the reasons associated with the result. Enter the action code in the text field. F. then click this button to update the Activity Type record. Click this button to create new codes and short descriptions. Delete Button Restore Create Select Code Short Description Button Button Check box Text Field Text Field F. Select the check box for the Codes and Short Descriptions needed to complete the action.6 The Action Item Window The following table describes user interface objects in the Interaction History Action Item window. then click this button to remove the item once you click Delete. Check any boxes you want to change in the Select column.7 The Action Window The following table describes user interface objects in the Interaction History Action window. Oracle Interaction History User Interface Reference F-5 .

Click this button to create new wrap ups. then click this button to update the wrap up records. Use the drop-down list to select the results. Click this button to refresh the window and revert back to the original values. Enter the wrap-up types. Delete Button Restore Create Type Campaign Outcome Result Button Button Text Field Text Field Drop Down Drop Down F-6 Oracle CRM Application Foundation User Guide . Table F–8 Interaction History Wrap Up Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column. Enter the action name in the text field. Enter the action code in the text field. then click this button to update the action records. Click this button to create new actions. Delete Button Restore Create Code Short Description Button Button Text Field Text Field F. Check any boxes you want to change in the Select column. Click this button to refresh the window and revert back to the original values. then click this button to remove the item once you click Delete. Check any boxes you want to change in the Select column. then click this button to remove the item once you click Delete.8 The Wrap Up Window The following table describes user interface objects in the Interaction History Wrap Up window. Enter the campaign name for the wrap-up type. Use the drop-down list to select the outcomes.The Wrap Up Window Table F–7 Interaction History Action Window Descriptions UI Object Name Update Type Button Description Check any boxes you want to change in the Select column.

Oracle Interaction History User Interface Reference F-7 .The Wrap Up Window Table F–8 Interaction History Wrap Up Window Descriptions UI Object Name Reason Type Drop Down Description Use the drop-down list to select the reasons.

The Wrap Up Window F-8 Oracle CRM Application Foundation User Guide .

UI Object Name Customer Account Location Number Status Oracle Escalation Management User Interface Reference G-1 . Use the LOV to select the customer account. A status describes the state of the escalation: Closed Open Working Reason Date Opened LOV Field A reason describes why an escalation occurred.G Oracle Escalation Management User Interface Reference This appendix contains user interface object descriptions of the Escalation Manager and Business Rule Monitor windows. Use the LOV to select the customer location. Table G–1 Escalation Window Type List of values (LOV) LOV LOV Field LOV Description Use the LOV to select the customer name.1 Explanation of Escalation Manager Components The following table describes the user interface objects in the Escalation window. G. The current date is the default of when the escalation was opened. A number is unique and assigned to the escalation.

Click this button to open the Task Manager. Use this tab to enter contact information (employee or customer) and how the contacts are to be alerted. document. Select the button to open Assignment Manager. The field automatically populates only when an owner is assigned to the document through the Assignment Manager and if the escalated source document is assigned to a resource defined in a territory. Owner Assign Escalation Summary Reference Documents Contacts LOV Button Text Field Tab Tab Audit Tab Notes Task Save Cancel Button Button Button Button G-2 Oracle CRM Application Foundation User Guide . Click this button to cancel the escalation. Click this button to open the Notes module.Explanation of Escalation Manager Components Table G–1 Escalation Window Type Field Field LOV Description Use the LOV to select a date when closing the escalation. Use the LOV to select the owner. Use the LOV to select a date when the escalation should be resolved. Each update to it is recorded here after every save. Use the text field to summarize the situation. Use this tab to view all the changes that have been made to an escalation document. Level describes the severity of the escalation. Use this tab to reference the type. You must first save your work. You must first save your work. Some seeded values include: De-Escalated Level 1 Level 2 Never Escalated UI Object Name Date Closed Target Date Level Escalation Territory Field. number and details of other relevant documents if it is not populated automatically. This tab is also used to identify the requester. Click this button to save your work.

Oracle Escalation Management User Interface Reference G-3 . UI Object Name Name Object Description Owner Effective Drop down list An object is what the rule relates to such as. Enter range of dates when the business rule is operational. Task. Enter a period of time which you can tolerate the condition before acting upon it. Select workflow process for the business rule.) Enter SQL code using "prompts" or use the Complex tab. Select a business rule owner. Use this tab to enter SQL code directly instead of using the Simple tab. Field LOV Fields Describe the business rule you want to enforce. of values (LOV) Service Request.Business Rule Monitor window G. This button displays the SQL code in the Complex tab.. or Defect.. Simple Complex Show SQL Validate Generate Field Field LOV Button Tab Tab Button Button Button G. Leave this field empty until the time you are ready to enable the business rule. The Workflow Attribute button allows for the selection of resource (owner. Check Rule Every Tolerate Condition For Workflow .3 Business Rule Monitor window The following table describes the user interface objects in the Business Rule Monitor Window.2 Explanation of Business Rule Monitor Components The following table describes user interface objects in the Business Rule Workbench Window. Table G–2 Business Rule Workbench Window Type Field Description Define the name of a rule. This button generates the business rule. This button validates if the SQL code is syntactically correct. Enter a period of time which the rule will be checked.

Business Rule Monitor window Table G–3 Business Rule Monitor Window Description Set the polling interval. UI Object Name Type Interval UOM Item Key Status Refresh Status Workflow Monitor Stop Cancel Save Field Field Field Field Button Button Button Button Button G-4 Oracle CRM Application Foundation User Guide . such as. Click this button to start the workflow monitor tool. The status displays the current state of the BRM process. or complete. active. Click this button to stop the main BRM process. Clicking this button refreshes to the current status of the rule. Enter a unit of measure. Click this button to exit the window. for example. The item key is a unique identifier of the main BRM process which checks all the business rules. Click this button to save the interval and UOM entered. stopping. minutes.

including those for specific organizations. enable. create. and other correspondence. In the User tab. approval flow The approval flow is a predefined flow of steps required to approve user registration or service enrollment requests in User Management. It can be a transfer as in the situation of transferring a phone call or an email. delete. modify. updating a service request. literature. whereby approvers can reject or approve new user accounts. approval An optional feature in User Management. and disable approvals. It provides the ability to immediately satisfy a customer’s requests electronically for information. or creating a note.Glossary A B C D E F G H I J M N O P Q R S T U W 1-to-1 Fulfillment Fulfillment is a tool used to automate the way you send information to customers. It can also be a business action performed by an agent such as sending a fax. Glossary-1 . the System Administrator Console provides windows so you can view. activity An activity is the event that takes place related to a media item and an interaction in Interaction History.

bins Bins are small reports. If an assigned task cannot be completed by the assignee. which display high-level summary information in a tabular format on your homepage. assisted assignment option The assisted assignment option is used to assign a resource to a task or a document based on predefined criteria in the Assignment Manager. purchase order. business rule A business rule is a user-defined condition. You can view attachments as you review and maintain a module.assignee An assignee is the designated person who is assigned to fulfill a specific task or assignment. attachment An attachment is any document associated with one or more application modules. For example: operating instructions. audit An audit displays a history of changes that have been made to information in a CRM application. The assignee. a relevant workflow process can be triggered. or an employee photo can be an attachment. automatic assignment Automatic assignment refers to the matching of territories to resources resulting in a "Winning Territory" in Territory Management. Glossary-2 . then the owner of this task can reassign a new resource (assignee) to this task. can also be the owner of the task. presentations. When a rule is violated. Assignment Manager The Assignment Manager is a tool that helps you assign resources to a task or a document. item drawings. notes.

Glossary-3 . Generally. business rule owner A business rule owner is an employee resource who enforces the business rules. business rule workbench The Business Rule workbench is used to define a business rule in BRM. collateral Collateral is a static 1-to-1 Fulfillment document that doesn’t contain merged data. a resource. and tasks. It is usually some sort of marketing brochure or some other document. It is sent in an email as an attachment. appointments. or a group of resources in the Forms-based Calendar. It is often called a deliverable in the marketing applications. associated with an organization.Business Rule Monitor (BRM) The Business Rule Monitor is the engine that monitors documents over time against user-defined business rules. calendar datebook The calendar datebook displays time availability for yourself. Calendar (Forms) The Forms-based Calendar is a scheduling tool used to define and view available and non-available time for a resource or group of resources. business user A business user is a typical Business to Business (B2B) user. the Primary user(s) of the same organization approves these users. catch all territory A Catch All territory is a placeholder used at the top of a territory hierarchy when no other is defined in Territory Management. Calendar (HTML) The HTML Calendar is a tool to effectively manage your daily activities.

database monitor The database monitor checks the database activity following a database crash or disconnect from the database in Fulfillment. business to Customer (B2C). customer Customers are typically primary users. An Oracle applications product group can have several concurrent managers. customization Customizations are enhancements to an Oracle Applications system made to fit the needs of a specific user community. A defect can be escalated without an associated service request. This monitor temporarily shuts down the Fulfillment server into a sleep mode until connection to the database can be re-established. It is escalated through Oracle Quality Online (OQO). defect A defect is a document that tracks product problems and resolutions in Escalation Management. Business to Business (B2B) users. defects.concurrent manager The concurrent manager is a process manager that coordinates the processes generated by users’ requests to run various data-intensive programs. customer relationship escalation A customer relationship escalation is an escalation document that escalates multiple support requests. formerly known as the Defect Management System. contact A contact contains information about a person and how to locate them such as their phone number and email address. or tasks. and (individual) users. control tower The Control Tower is a window in Field Service where you can view resource availability or assign resources to a task. Glossary-4 .

such as a process. effective dates Effective dates are the dates used by CRM modules to specify when something is going to begin. zero or one approval and zero or more roles. enrollment Enrollment is a set of add-on services that you can receive during or after registration in User Management. campaign. detail screen A Detail screen displays information about a specific open request. Employee resources can be imported as resources from the Oracle Human Resources Management System (HRMS).dependency A dependency is where one task must complete before another. One enrollment corresponds to zero or one responsibility. means to increase in extent or intensity. Glossary-5 . This functionality is only available in the Forms-based Task Manager. escalation To escalate something. Enrollments are application specific and can be tied to user types. employee An employee is a resource type that represents a person who is hired to work for a company. or output device in 1-to-1 Fulfillment. dynamic mode Dynamic modes are qualifiers are used to control the number of territories after creating a mass number of territories in Territory Management. The values of both transaction and resource dynamic qualifiers are exclusively mixed together while assigning them to the new territories. dynamic group A dynamic group is a group which is created based on your criteria by using SQL statements in the Resource Manager. zero or one template.

vacations. regions. This is necessary for all administrative purposes and accountability purposes. and graphical components that appears on a single screen. reassign. is no longer responsible for the defect. You enter data by typing information into the form. Examples of exceptions include holidays. to a satisfactory completion. An escalation territory must be defined with the escalation flag checked before it will be present in the Escalation list of values (LOV). Glossary-6 . sick days. escalation owner An escalation owner is a person who oversees the escalation task. or document in Escalation Management. Territory based escalation definition provides you with the multi-level escalation path for each territory. such as a service request or task. Oracle applications forms resemble paper forms used to run a business. and monitor a situation. Once a task or document is escalated.Escalation Management Escalation Management is a tool used to reprioritize. escalation plan An escalation plan is a series of follow up tasks that are attached to the escalation document. explicit enrollment Explicit enrollments are enrollments that you manually register for during the registration process from the "Register Here" link in User Management. the original owner of the escalated defect. or weekends. When defining a territory. For example. a defect is escalated to Rhonda Abbott and Rhonda becomes the escalation owner of this defect. exception An exception is defined the time that a resource is not available in the Forms-based Calendar. forms Forms are a logical collection of fields. escalation territories Escalation territories provide you with the ability to define the escalation path in the event of exceptions. John Smith. the responsibility of the original owner of the escalated task is transferred to the escalation owner. the user has the option of designating the escalation territory.

In Web-based self-service applications. either on the phone or face-to-face. providing input screens for the Forms-based products on the desktop client and creating or changing database records based on user actions. and logs Glossary-7 . The interaction framework dictates the architecture. If a request is successful.forms server A Forms server is a type of application server that hosts the Forms server engine. a Java-based multi-threaded server. and locate request statuses and histories. fulfillment administrative console Fulfillment administrative console is used to configure fulfillment servers. fulfillment administrator A Fulfillment Administrator is the person at a management level who is responsible for creating and managing 1-to-1 Fulfillment functions. fulfillment request A fulfillment request is the entity that is created when a request is passed to the fulfillment engine. its partitioning into classes and objects. merges data into master documents. Agents usually interact directly with customers. fulfillment server The fulfillment server (or engine). then an email is generated containing the requested information and sent to the designated recipient. fulfillment agent An agent or user is the person who initiates a fulfillment request from within a CRM application. how the classes and objects collaborate. dispatches final output. It defines the overall structure. queries. a customer or prospect may be the requesting agent. processes the requests. framework A framework is a collection of collaborating classes. fulfillment agent windows The fulfillment agent’s windows is set of agent Java Server Pages (JSPs) that are provided to CRM applications for creating basic fulfillment requests. and the thread of control. It mediates between the desktop client and the database. the key responsibilities. templates. group.

Portions of text or images. group A group is a set of agents or users usually related by a workgroup. command monitor. Glossary-8 . full access Full access provides you with the ability to read and edit. or department. This access type does not include the capability of granting access to others. to organize based on similar functionality or roles of its members. and schedule monitor. database monitor. fulfillment server monitors The fulfillment server has a set of internal monitors each with a specific task to ensure proper functioning of the fulfillment server. group calendar A group calendar is a calendar used only by its subscribers in the HTML Calendar. including: process monitor. can be associated with other documents. and delete a record. Gantt Chart The Gantt chart provides a graphical overview of the scheduled tasks for resources. remote monitor. called hypertext. Groups are also associated with fulfillment servers and e-mail servers in which agents within a group can send out fulfillment requests to customers. predominantly for viewing with a web browser. function. It can consist of individual resources and groups. The server also writes to the Interaction History tables if the party ID is passed. typically a mouse. request monitor.completed requests in the fulfillment history table. a group calendar called Key Account can be used by any subscriber after the subscription is approved. GUI An interface used with personal computers and workstations that allows the user to access fields and regions of the screen with a pointing device. The idea of a group is used in the Resource Manager. The acronym is pronounced "goo-ee." HTML (hypertext markup language) HTML is a simple language used to format documents. For example.

implicit enrollment These are enrollments for which a user is automatically registered for during the registration process using the "Register Here" link In User Management. Glossary-9 . IH acts as the central repository and provides a consistent framework for tracking all automated or agent-based customer interactions. The user is not asked to register for these enrollments. intelligent assignment option The intelligent assignment option is used only in the Field Service Dispatch Center to assign the resource with the lowest cost. HTTP listener An HTTP listener is a program on an HTTP server that accepts and processes incoming HTTP requests from web browsers. items Items can be master documents. or attachments in Fulfillment. media. and media items. Items are selected from the list of all possible documents and collateral material available to the user from Fulfillment templates. Items are inserted in the body of an email. or a resource system. An example of a touch point is a phone call between an agent and a customer. Generally. individual user An individual user is an individual with no relationship to an organization in User Management. Interactions include activities. Instead. interaction An interaction is a touch point that occurs between a customer.HTTP (Hypertext transfer protocol) The TCP/IP-based network protocol used to transmit requests and documents between an HTTP server and a web browser. they are automatically attached to the user upon registration. no approval is required for this type of user. collateral. a resource. Interaction History (IH) IH provides CRM applications with a common framework for capturing and accessing all "interaction" data associated with customer contacts. a customer system.

Implemented as a plug-in (Netscape Navigator) or ActiveX component (Microsoft Internet Explorer). the fax machine. JSPs have dynamic scripting capability that works in tandem with HTML code. Examples can include: the phone.0 platforms. or a cell phone. PDF. 98. separating the page logic from the static elements — the actual design and display of the page. media In Interaction History.JAR (java archive) file JAR files are a collection of Java classes compressed into files for faster download to a desktop client. an ATM. JInitiator Oracle JInitiator enables end users to run Oracle Developer Server applications directly within Netscape Navigator or Microsoft Internet Explorer on the Windows 95. or 2000 and Windows NT4. list of values (LOV) A list of value is a predefined list of choices that the user has to chose from. A Java class also identifies an operating system file that contains a program or part of a program written in Java. or zip file in 1-to-1 Fulfillment. JSP Java server pages are an extension to the Java servlet technology that was developed by Sun as an alternative to Microsoft's ASPs (Active Server Pages). Glossary-10 . java class Java classes are components of a Java program that define objects and operations performed on objects. media represents the communication channel through which an activity takes place. Oracle JInitiator allows you to specify the use of Oracle’s Java Virtual Machine (JVM) on web clients instead of having to use the browser's default JVM. master document A master document is a static or dynamic HTML.

a call that is in the ACD queue for 10 seconds. Media items are multiple types of communication associated with an interaction. They are generated by a customer. or an application and can be inbound or outbound. They are generated by a customer directly. and To. Not all media have media devices in Interaction History. the system. The information adds additional context to the media or provides information on how to gain access to the media. and Classification for emails. Examples of media providers are ACD queues. predictive servers. and email servers. and faxes. the system. For example.media device A media device is a type of media controller that resides outside of software. the agent. media metadata Media metadata is data that is associated with a particular type of media. mail. media item Media items represent a communication occurrence that is handled by a CRM application or user. ATM. DNIS for telephone calls. the Interactive Voice Response (IVR) for 20 seconds. media type A media type describes the broad classification that a media item can be grouped into in Interaction History. Examples of media types are email. From. media provider A media provider is the source or entry point of media into a call or service center. media item life cycle A Media item life cycle is a unit of time associated with the handling of a media item in Interaction History. ANI. An example of a media device is a phone. Subject. It can be the creator of the media of the gateway by which media enters the system. Media that fall into a single media type typically have the same media provider. worked by agent JSMITH for 45 seconds and then by agent JDOE for 20 seconds has four segments in its life cycle. or a CRM application and can be inbound or outbound. and media controller. inbound telephone calls. Examples of media metadata include IVR. Glossary-11 . Often it will provide a staging area for the media to reside in until it is ultimately delivered to the consumer. queuing. outbound telephone calls.

For example. if a company wants to send a thank you email to everyone that has inquired about their company. Public: The creator and others can read or write to it. For example. business. if needed. then the source of the note is Service Request. This System Administrator. Notes Notes is a tool that provides additional text locations where you can specify more detail. For example. which refers to customers of a business using Oracle products as opposed to those implementing the product. merchants Merchants refer to implementors of the Oracle E-Business Suite. sees all the pending requests to be approved and is able to approve them. the resulting merged data is the query retrieving all customers that have inquired about the company. note source A note source is the originating module of the note.merchant administrator (system administrator) The Merchant or System Administrator is the main administrator of a company who approves requests for primary. Glossary-12 . This term is used to clear up any confusion with the term “customers”. you can define a private note with status of Personal so that only you can see the note. Everyone can view it. merged data Merged data is a the specific chunk of data that has been taken from several sources and merged together in Fulfillment. A note can be added to a task. This status is currently not used. Publish: Publishable over the Internet. and individual users in the User Management process.There are three statuses available for notes that you can set: ■ ■ ■ Private: Only the creator can view it. if the notes are entered from a service request application. who has the JTF_REG_ APPROVAL permission. note status Note status determines note accessibility.

object An object is any identifiable individual or thing. only email is supported. Currently. Glossary-13 .note text A large type note. Therefore. owner An owner is a resource person who oversees a task or a document. Also. such as a market campaign in Interaction History. output The output is the delivery medium of a fulfillment request. OSO OSO is an acronym for Oracle Sales Online. you must choose between the entire note types that have been defined for your source and those which do not have any source type attached to them. note type Note types provide a further categorization to the notes based on a user’s individual needs. Use the Task Manager: Default Task Owner profile option to set the default to a specific owner. Use this resource to create a salesperson that is going to be hired (TBH) but is not yet an employee. It can be physical. such as a telephone or PBX. a note type can be tied to a source type and such note types are visible only to that mapped source. such as a customer’s letter or directions. or an abstract concept. other/TBH Other/THB is the only resource that is created and not imported in the form-based version of Resource Manager. number of winners The number of winners field is used to specify the maximum number of potential winning territories in Territory Management. OMO OMO is an acronym for Oracle Marketing Online.

advanced. intermediate. This way she can oversee the work completed per task. who is responsible for some administrative functions on behalf of the external organization in User Management. conditionals. For example. permissions A permission is the HTML equivalent to a responsibility. primary user A primary user is a designated person of an external organization. and functions. Platforms can be rated with the following: foundation. platform Within a resource category. group. expert. tasks can be owned by a specific employee such as Ms. In the case of registration the primary user is responsible for managing the registration and maintenance of users. a port is an endpoint to a logical connection. Primary users of different parties may have access to different responsibilities and they may be granted different access rights. there could be numerous platforms in skills management. accounts. Glossary-14 . and enrollments. partner A partner is one of two or more persons who contribute capital to establish or maintain a commercial venture and who usually share in the risks and profits. or N/A.For example. or organization and is owned by TCA. customer. port In TCP/IP and UDP networks. Party relates to an employee. or organization that can be related to a task. party A party is a person. port 80 is used for HTTP traffic. A resource can be rated individually for each of those platforms. skilled. PL/SQL PL/SQL is a procedural extension of SQL that provides programming constructs such as blocks. Marsha Able. The port number identifies what type of port it is. like a business partner.

the right to create a table or session. This monitor makes sure that the correct number of processes are allocated for performing work on the internal request queue. Privileges also define a right to execute a particular type of SQL statement or to access another user's object. problem code Within a category in skills management. Problem codes can be rated with the following: foundation. profile option A profile option is a set of changeable attributes that affect the way Oracle applications appear and how they function. If not. expert. expert. intermediate. depending on specific user attributes. and a real server. it is possible to have numerous products. product Within a category in skills management. site. It intercepts all requests to the real server to see if it can fulfill the requests itself. skilled. or N/A. A resource can be rated individually for each of those problem codes. proxy server A server that sits between a client application. Products can be rated with the following: foundation. such as a Web browser. application. or N/A. A product can be sub-divided into components. For example. They can be set at the user. it forwards the request to the real server. there could be numerous problem codes. or responsibility level. prospect A prospect is a person who is a candidate to purchase a product or service in 1-to-1 Fulfillment. A resource can be rated individually for each of those products. advanced.You set profile options whenever you want the application to react in different ways for different users. intermediate. Glossary-15 . advanced.privileges Privileges define how a user can operate a system resource on a network or a file server. process monitor The process monitor observes the states of the internal server processes that process the fulfillment Requests. skilled.

public calendar A public calendar can be used by everyone. In Territory Management. or yearly. qualifiers Qualifiers are used to define territories in Territory Management. recurrence Recurrence is where a task is repeatedly assigned to a user in a pre-specified time increment such as daily. read-only Read-only access provides you with read-only capability. Examples of public calendars can be corporate holiday calendar and local holiday calendars for branch offices. weekly. monthly. For example. then this service request (number 9229) is a reference document. Queries can be used for batch lists. Glossary-16 . a service request (number 9229) is escalated to John Smith in an escalation document (number 11749). mass mailings. or mail blitzes. It is used with number of winners. reference type A reference type specifies whether or not a reference document is escalated or used to provide additional information in Escalation Management. a task can be related to a service request. reference document A reference document is a document that is linked to an escalation document. reference Reference is where one task relates to another document. For example. You cannot edit or delete any information. rank Rank is used to specify the priority of a territory among territory random selection. query A query is a SQL statement or list created by the Administrator (or an external other) that is used to merge specific data with a master document in Fulfillment.

weekly. request owner The request owner is the current approver based on the approver list and current state of workflow defined for a given approval in User Management. registration templates Applications require varying pieces of information to register different types of users in User Management. Without this command port. This user Glossary-17 . and accounts in User Management. This port is set in the fulfillment server start script with the flag '-Dengine. this monitor will not run. request monitor The request monitor checks the Advance Queue (AQ) for incoming fulfillment requests and places them into an internal request queue where they can be fed into the processes.CommandPort=#####'. monthly. repeating task A repeating task is repeated in specified time increment such as daily. Registration templates refer to JSP files that are used to capture the registration information that is special to a particular user type or enrollment. individual. to maintain external organization or internal group.registration Registration is the process by which any user gains some access to the application’s functionality. or yearly. or business users to register themselves in User Management. The request owner is only able to approve the requests which they currently own. parties. remote monitor Its function is to monitor commands received through the fulfillment server’s command port. and at times primary users. users. registration self-service user UI The registration self-service user UI is used by the primary. registration self-service administration UI The registration self-service administration UI is used by System Administrators.

and maintain all CRM and ERP Resources. platform. or N/A. supplier contact. Categories can be rated with the following: foundation. expert. The request owner is tied to the JTF_ UM_APPROVAL_OWNER profile option. A resource can be rated individually for each of those components. or N/A. resource A resource is the basic element of the Resource Manager and is defined as people. responsibilities Responsibilities are groupings of application menus that determine the user interface accessible to a particular user. intermediate. If a resource is rated at the category level. resource component Within a product in skills management. it does not imply the resource is also rated at those levels. Components can be rated with the following: foundation. or product code levels. resource skill category A resource skill category is the highest level that a resource can be rated in relation to skills management. which are page level and function level granular privileges used to maintain application security. advanced. skilled. other/to be hired (TBH). intermediate. employee. role Roles are groupings of permissions. places and things. expert. Glossary-18 . Resource Manager The Resource Manager is a tool used to define. there are numerous components. advanced. partner. skilled. resource category There are five types of resources defined in Resource Manager: party. resource qualifiers Resource qualifiers are the criteria used specifically in selecting resources in Territory Management.should have “JTF_APPROVER” permission. access. and not rated at any one of the product.

self-service registration Rather than asking an Administrator to register users manually. Glossary-19 . service request A service request is a document that tracks information about a customer’s product and service problems. This monitor only runs if the fulfillment server has been configured with a startup time and shutdown time in the fulfillment administration console.role attribute A role attribute is associated with a role. shift Shifts define a resource's availability to work in the Forms-based Calendar. rather than downloaded to a desktop client. It defines the responsibility for each role in a group or team in the Resource Manager. role type A role type is a collection of roles associated with a particular CRM module. salesperson A salesperson is a generic term used for any person involved in the sale or support of products and services. users can register themselves through a self-service UI in User Management. For example. schedule monitor The schedule monitor observes the configured activity schedule for the fulfillment server. When it is scheduled to be inactive. the fulfillment Server enters a sleep state until the beginning of the next activity period. This involves assigning users the correct data and UI access privileges. The fulfillment server can be configured for active and inactive scheduling throughout a day. Self-service registration includes the UI and the background processes used to complete the registration process. a Telesales Agent role represents the Member role attribute in a group. and a Sales Manager role represents the Manager role attribute in a group. servlet A servlet is a Java program executed on an HTTP server.

For example. then the source of the note is Service Request. such as First Shift Monday through Friday 08:00 a. The resource can update and maintain their skill rating. source A source is the originator of the note. if the notes are entered from a service request application. Sources are pre-defined. for example. skills management Skills management provides the ability to add a new skill rating to a resource in the Resource Manager.m.m 05:00 p.shift pattern Shift pattern is a set of shifts. SQL script A SQL script is a file containing SQL statements that you run with a tool such as SQL*Plus to query or update Oracle data. It has its own command language. static mode Static modes are qualifiers that are used to transfer the qualifier’s values to every new territory no matter if it is a transaction or a resource qualifier after territory Glossary-20 . SQL (structured query language) SQL is an internationally standard language used to access data in a relational database. Sales. and change the actual name of each skill level. Spreadtable A spreadtable is the user interface component that contains row. or Contract. or appointment. in the Forms-based Calendar. source object The source object is the originator of the task. and column headers set in a grid that can be embedded into an Oracle form. columns. note.” SQL*Plus SQL*Plus is an Oracle tool used to submit SQL statements to an Oracle database server for execution. Service. The acronym is pronounced “sequel. attach a numeric value to each skill level.

task assignee An assignee is the person that is assigned to a task. An assignee can accept. using the System Administrator responsibility. Glossary-21 . refuse. all available campaigns. Tasks are often scheduled events and have defined expirations. For example. the task can be a phone call and the category could be call back customer. task creator The creator is the originator of the task and defaults to the owner. the owner can be modified. system administrator The System Administrator is the person who manages administrative tasks in Oracle Applications. which can include the owner. Supplier resources can be imported as resources from the purchasing (PO) application.mass creation in Territory Management. task A task is a discrete unit of work that is assigned to one or more individuals. However. you can treat the values of the static qualifiers as the required values for every new territory. or reassign the task. Therefore. such as registering new users and defining system printers. task category A task category as a way of organizing tasks. or all output devices on a server. task template A task template is a skeleton or surrogate task. summary window Summary windows contain lists of things such as all open fulfillment requests. Tasks are managed by the Task Manager. supplier contact A supplier contact is the contact information for a person or agency that sells raw material or goods in the Resource Manager.

newsletters. or other customer-oriented information that an agent sends to customers in response to a request for information in 1-to-1 Fulfillment. team A team is a collection of cross-functional resources. This functionality can be defined in the Forms version of Resource Manager only. Task Manager provides a mechanism for tasks to be created. task type A task type defines the nature of the task such as a callback or a meeting. managed. Task Manager Task Manager is a tool used to manage tasks throughout other applications. template handler Template handlers refers to how the data flow built by other applications occur among registration and how they are associated with enrollments and user types in User Management. and location. assigned. an agent may use a specific template that contains a thank you letter and a brochure of the company. task owner An owner is the person (resource) that creates and is responsible for the task. sorted. It is organized for the purpose of accomplishing a project in the Resource Manager. qualifications. and prioritized to provide timely response to customer issues. Glossary-22 . template A template is an email package containing electronic brochures.task group template A task group template is a grouping of different task templates defined during setup. Team members are chosen for their availability. TCP/IP (transmission control protocol / internet protocol) A widely-used industry-standard networking protocol used for communication among computers. For example.

territory types can be defined to organize the business. such as. The API in turn calls the TAE to determine the qualified territories that are returned to the API. territory type Territory types are used to group transaction qualifiers when creating territories. machines Glossary-23 . territory templates A territory template is used to create many similar territories simultaneously. each module can call a standard API to get a set of qualifying employees for a transaction. In Release 11i. Client/server is a two-tier architecture. and resources in Territory Management. Marketing. territory assignment engine (TAE) After territories are defined. territory administrator This person administers the specific and periodic duties of Territory Management. territory types are based on the specific business need in Territory Management. Territory Manager (TM) Territory Manager is a tool that helps manages territories. tier A set of machines that perform similar tasks. Consequently. products. A territory type can be based also upon customer and product. They can be based upon territory types in Territory Management. and Service. services. which then determines the qualifying resources. Thin Client Framework (TCF) The Thin Client Framework server is a middle tier process that enables certain Java components of the Oracle Applications user interface to communicate with the middle tier and database tier. Internet Computing Architecture consists of three tiers. Types are also able to be based on usage. Sales.territory A territory is an organizational domain with boundaries defined by attributes of customers. Another example can include customer type and location. with machines on the client tier connecting to machines on the server tier. In usage.

customer profile Glossary-24 . which in turn. universal primary user approver Create a universal primary user approver if you want to have multiple primary users in User Management. User Management User Management is a tool used to registering a user and thereafter maintaining the user in the system by granting or revoking privileges. unassisted assignment option The unassisted assignment option is used to manually assign a resource to a document or task of your choice without taking predefined criteria into account in the Assignment Manager. suppliers. to do list A to do list is a personal listing of things to do. communicate with each other and with machines on the database tier. touch point Touch point is an act or state of being in communication in Interaction History.on the desktop client tier communicate with machines on the application tier. accounts. and employees. user ID The User ID is a combination of a username and its password. transaction qualifiers Transaction qualifiers are the criteria used to determine the winning territory in Territory Management. user A user is any person who needs access to any application. top-level territory A top-level territory is a territory that has the "Catch All" as a parent in Territory Management. including various types of customers. partners.

A username is customarily associated with a collection of privileges and data available to a particular user (responsibilities in Oracle Applications). are a set of user interfaces that give users access to their personal data and preferences. web availability Web availability is defined as a resource who has the immediate ability to attend to a service request that is assigned online in the Resource Manager. categorizing and implementing behavior of users. such as an Oracle database or Oracle applications. and party relationships based on a set of business requirements set-forth by the organization where the process is deployed. user type A user type is a category of users that caters to the specific needs of an application’s business requirements in User Management. zero or one approval and zero or more roles. and rank information in the Territory Manager. number of winners. user profile User profiles. which are associated with responsibilities. A user type is associated to only one template. Work items can be either a media item or a task. User types allow flexible and extensible ways for defining. winning territory A winning territory is selected from a group of territories that qualify based on territory transaction qualifiers. Glossary-25 . one responsibility. Every username is associated with a password. work Work is broadly defined as a collection of items presented to an agent through the CRM E-Business application to be processed. window to promise assignment option The Window to Promise assignment option is used only in the Field Service Dispatch Center to assign a resource to a specific time slot.information. username A name that grants access to a secure environment or program.

Glossary-26 . Oracle Workflow manages business processes according to rules that you define. An activity in a process definition can be an automated function defined by: ■ ■ ■ ■ a PL/SQL stored procedure or an external function a notification to a user or role that they may request a response a business event a subflow that itself is made up of many activities. which we call a workflow process definition.workflow Oracle Workflow automates and continuously improves business processes. routing information of any type according to business rules you can change. workflow attributes Workflow attributes control the behavior of the workflow. The rules. workflow monitor The workflow monitor is a Java based tool used for administering and viewing workflow process. include the activities that occur in the process and the relationship between those activities.