Implementing Oracle CRM: Foundation Functional Checklist

Release 11i

July 2000

Internal Prerelease

Implementing Oracle CRM: Foundation Functional Checklist, Release 11i Copyright © 2000 Oracle Corporation. All rights reserved. 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 is prohibited. The information contained in this document is subject to change without notice. If you find any problems in the documentation, please 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 U.S. Government or anyone licensing or using the programs on behalf of the U.S. 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 the licensee's responsibility to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and Oracle disclaims liability for any damages caused by such use of the Programs. Oracle is a registered trademark. Other names may be trademarks of their respective owners. Internal Prerelease Documentation Internal prerelease documentation are considered to be in prerelease status. This documentation is intended for demonstration and preliminary use only. We expect that you may encounter some errors, ranging from typographical errors to data inaccuracies. This documentation is subject to change without notice, and it may not be specific to the hardware on which you are using the software. Please be advised that Oracle Corporation does not warrant prerelease documentation and will not be responsible for any loss, costs, or damages incurred due to the use of this documentation.

................................................................ Create a Note for a Task.... Create a Quote................... Define a Territory................................................................................... Assign a Resource to a Task .......................................................................Contents Foundation Functional Flows Login to HTML Applications as System Administrator ............................................................................................................................................................................................................................................................................................................................................................................................ Assign a Resource to an Escalated Task .................................. Create a Resource...... Create a Task from a Task Template......... Import a Resource from an Employee ............................................................................................................................................................................................................................................................. Create a Task ....................................................................... Create a Resource Group ........................................................................................................................................................................................................................................................................................... Book an Order from a Quote.. Register and Approve a New User ...................................................... Escalate a Task........................................................................... Create a Resource Team............................................................................................................................................................................................................................. 2 2 5 6 7 7 8 12 13 14 14 15 17 18 19 Internal Prerelease iii ................................................................................................

iv Internal Prerelease .

Create a resource. Import a resource from an employee.Foundation Functional Flows Before attempting to run your CRM applications. or your CRM applications will not work properly. Create a quote. Book an order from a quote. Create a task from a task template. Create a resource group. Register and approve a new user. Escalate a task. Define a territory. Create a task. Foundation Functional Flows 1 . Assign a resource to a task. Create a resource team. Create a note for a task. first verify that you can perform the tasks outlined in the following table. Perform these tasks after you have installed your CRM suite. You must be able to complete each task successfully. JTF Module HTML Tech Stack HTML Tech Stack Resource Manager Resource Manager Resource Manager Resource Manager Territory Manager Task Manager Task Manager Notes Assignment Manager Escalations Assignment Manager Order Capture Order Capture Task Login to HTML Applications as System Administrator. Assign a resource to an escalated task.

then correct the problem before continuing. enter your local server name in the URL where indicated by the words in brackets: <server name>. 3. Login to HTML Applications as System Administrator Perform the following steps to login to HTML Applications as Sysadmin user. 2. Enter the appropriate information in the following fields: s First Name 2 Implementing Oracle CRM: Foundation Functional Checklist . Note: To login to the local Web browser. Steps 1.jsp The Welcome to Oracle screen appears. Register and Approve a New User Perform the following steps to register a new user. When the Oracle Applications Administration Console appears. enter your local server name in the URL where indicated by the words in brackets: <server name>. you have successfully logged in as the System Administrator.Login to HTML Applications as System Administrator If you are unable to complete a task successfully. Login as SysAdmin user through the local Web browser: http://<server name>/html/jtflogin. Go to the local Web browser: http://<server name>/html/jtflogin.jsp Click Register Here. Then the Oracle Applications Administration Console appears. Steps 1. Note: To login to the local Web browser. The User Registration screen opens.

I do not have my company id requires that you register the company and user 6. The User Registration Continued window opens. the System Administrator must approve the user id and password. Click Submit. Enter the appropriate information in the following fields: s Company Name Address Line1 City State Zip Country Daytime Phone Number Evening Phone Number Fax Number s s s s s s s s Foundation Functional Flows 3 . 4. When you select Business User. Note: I have my company id requires that you enter the company id in the appropriate field.Register and Approve a New User s Last Name User Name Password Verify Password Email Account Type --Select Business User Note: s s s s s The Account Type must be either End User or Business User. the user id and password is automatically approved. Select I do not have my company id. 5. When you select End User.

Click Sign Out in the Oracle Applications Menu. 3. Perform the following steps to approve a new user. Click Submit. 2. Login as the SysAdmin user. 8. Then the Oracle Applications Administration Console appears. Perform the following steps to verify that the new user has been created successfully. Click Accept User. If necessary. click Next> to advance through the list. Go to the local Web browser: http://<server name>/html/jtflogin. The Pending Requests screen opens. Steps 1. Steps 1. Find the new user to approve in the pending request list. Click on the new user name. Login as the new user through the local Web browser: http://<server name>/html/jtflogin. The Request Details screen opens.jsp 4 Implementing Oracle CRM: Foundation Functional Checklist . 7. 4. the Web browser is invoked and the Login screen appears.jsp When the registration is successful. enter your local server name in the URL where indicated by the words in brackets: <server name>. Select the Registration Approval tab. Note: To login to the local Web browser. Click Submit. 5.Register and Approve a New User 7. 6.jsp The Welcome to Oracle screen appears. This calls the local Web browser: http://<server name>/html/jtflogin.

Then the Oracle Applications Administration Console appears. Save the resource. When the resource is successfully created. Login to your personal Home page as Sysadmin user. In the Navigator. Steps 1. Create a Resource A resource can be a person. the Number field at the top left corner of the Resource window contains a number. 9. From the Category list of values. Enter the following resource information in the appropriate fields: s Sales Rep Name Sales Rep Number s 7. The Resource window opens. place. or thing that is required by multiple application components to accomplish their objectives. 5. Foundation Functional Flows 5 . select Other. choose Maintain Resources > Resources. 4. Choose the CRM Resource Manager responsibility. 8. Choose a Sales Credit Type from the list of values. 6. the login with the new user name is successful.Create a Resource The Welcome to Oracle screen appears. 3. Click New. When the Oracle Applications Administration Console appears. Select the Receivables tab. 2. Use the following procedure to define a sales person resource. The Find Resources window opens.

Guidelines To verify that the resource has been imported. 5. If the record for your employee exists. Verify that the value in the Resource Category field is Employee. The Selection Criteria window opens. Perform the following steps to import a resource from Human Resources. 6. 4. the Transaction Number field contains a number. Verify that the Select option next to the resource you’ve just created is selected. 2. In the Navigator. Choose the CRM Resource Manager responsibility. Click OK. The Selected Resources window displays detailed information for the employee. Click Search to query for the employee you have requested. 6 Implementing Oracle CRM: Foundation Functional Checklist . Enter an Employee Name in the Employee Name field or enter an Employee Number in the Employee Number field. 9. you identify its role and eligibility dates before saving it to Resource Manager. Click Create Resource. 7. 8. Click Save Resource. When you have successfully imported a resource from Human Resources. Steps 1.Import a Resource from an Employee Import a Resource from an Employee You can import a resource from different applications. click Details to view resource details. choose Maintain Resources > Import Resource. 3. 10. then the Search Result displays the employee’s information and Create Resource is active. After selecting a type of resource. Login to your personal Home page as Sysadmin user. perform the following steps: s From the Search Result window. The Default Values window is displayed.

usages. But unlike groups. Steps 1. In the Number field. roles.Create a Resource Team If the Search Result window displays a detailed record for the imported resource. Team members represent a resource group. 5. then you have successfully imported a resource from Human Resources. Login to your personal Home page as Sysadmin user. a value appears in the Number field at the top of the Define Groups window. Steps 1. Save the Group. Teams consist of people. select the appropriate category for the group you are creating. a team is composed of different resource types. Create a Resource Team Resource groups provide candidates for teams. qualifications. Enter the Group Name in the Group Name field. Foundation Functional Flows 7 . In the Navigator. places. choose Maintain Resources > Groups. 2. and things that work together to efficiently complete a project. 8. Select the Members tab. 4. In the Category field. 3. Perform the following steps to create a resource group. and are chosen for their availability. and location. Perform the following steps to create a resource team. and relations. The Define Groups window opens. select a value. 7. Create a Resource Group A resource group is a collection of resources. When you have successfully created a resource group. Login to your personal Home page as Sysadmin user. 6. You can group resources to define the group’s members. Choose the CRM Resource Manager responsibility. You define a team to organize the necessary resources to accomplish an objective.

8 Implementing Oracle CRM: Foundation Functional Checklist . In the Category field. Choose the CRM Administrator responsibility. Right-click the Oracle application node that will accommodate the new territory and click New.Define a Territory 2. Save the Team. choose Maintain Resources > Teams. Steps 1. 2. 8. Attach Resources to a Territory Perform the following steps to attach resources to a territory. 3. Define a Territory Perform the following steps to create a territory. In the Navigator. The Navigator displays the new territory as a node on the tree of territories. Choose a Transaction Type and save the Territory. 5. 3. choose Territory Manager > Territory Administration. Click the plus sign next to the Catch All node to expand the node. Enter the Team Name in the Team Name field. 5. 4. The Navigator window opens. 6. Login to your personal Home page as Sysadmin user. Choose the CRM Resource Manager responsibility. 6. In the Number field. The Define Teams window opens. The Territory Details window opens. When you have successfully created a resource team. 4. select a value. a value appears in the Number field at the top of the Define Teams window. Select the Members tab. Enter the territory name in the Name field. 7. select the appropriate category for the group you are creating. In the Navigator. 7.

leads. 7. In the Navigator. 6. postal code. Enable Qualifiers Qualifiers are the criteria you use to delineate a territory. Right-click the Oracle application node that will accommodate the new territory and click New. Choose a Transaction Type. Resource qualifiers specify what attributes are used to select the individuals responsible for those transactions. 11. competence. Foundation Functional Flows 9 . 8. and service requests. and language. 9. 10. Use transaction qualifiers to specify how the territory module assigns transactions. The Navigator window opens. Select the Resource tab. Enter an access type in Access Type field. Enter the territory name in the Name field. The Territory Details window opens. 2. Examples include job title. 12. Click the plus sign next to the Catch All node to expand the node. Query existing resource names in the Resource Name field. Save the Territory. Login to your personal Home page as Sysadmin user. Choose a resource and click OK. Perform the following steps to enable qualifiers. The Resources window opens. 3. 4. and product interest. Choose the CRM Administrator responsibility. This includes accounts.Define a Territory Steps 1. choose Territory Manager > Territory Administration. Examples of transaction qualifiers include: customer name. state. opportunities. 5. There are two types of qualifiers: transaction qualifiers and resource qualifiers.

2. Click the Enabled box to select the Qualifiers to be included in the territory. Each territory you create appears under the territory type that created it. Login to your personal Home page as Sysadmin user. choose Territory Manager > Territory Administration. In the Navigator. Steps 1. From the View By drop-down list in the Navigator. The Setup Qualifier window becomes populated with the list of available qualifiers. In the Menu bar. The Navigator displays the territory types you have created as nodes on the tree. A check mark appears next to chosen items. select View > Query by Example > Run. 5. 4. In the Menu bar. 6. select Administration > Setup Qualifiers. select View > Query by Example > Enter. 5. The Navigator window opens. select By Territory Type. 4. Choose the CRM Administrator responsibility. Select the territory for which you want to enable qualifiers. choose Territory Manager > Territory Administration. Click OK. 3. Login to your personal Home page as Sysadmin user. The first row in the Setup Qualifier window becomes blue. Click the plus sign next to the Territory Types node to expand the node. Click the plus sign next to the Catch All node to expand the node. In the Navigator. Choose the CRM Administrator responsibility. 9. 3. Set Up Territory Types Perform the following steps to set up territory types. 10 Implementing Oracle  CRM: Foundation Functional Checklist . 7.Define a Territory Steps 1. 8. The Navigator window opens. In the Menu bar. 2. The Setup Qualifier window opens.

Choose the CRM Administrator responsibility. Run the Concurrent Program Perform the following steps to run the concurrent program. In the Navigator. The Parameters form window opens. 3. click Submit. Select Single Request and click OK. 5. 2. 8. Enter the following territory type information in the appropriate form fields. 4. The Submit Request window opens. The Territory Type window opens. The Navigator displays the new territory type as a node on the tree of territory types. Login to your personal Home page as Sysadmin user. Click OK and save the Territory. Foundation Functional Flows 11 . 6. The Submit a New Request window opens. Click OK to close the Parameters window. In the Submit Request window. Right-click the Oracle application node that will accommodate the new territory and click New.Define a Territory 6. Select Generate Territory Package from Name field and click OK. s Name Transaction Type Transaction Qualifier s s 8. choose Request > Run. 7. Enter information in the following fields: s Usage Quality Debug Flag SQL Trace s s s 7. Steps 1.

Create a Task The Requests window opens. The request has been completed when the Phase is Completed and Status is Normal. To verify the status of the concurrent program. choose Task and Escalation Manager > Tasks > Tasks. 3. The Requests Details window opens and displays the status of your request. The Find Requests window opens. The Find Tasks window opens. 12 Implementing Oracle  CRM: Foundation Functional Checklist . Click View Details. 4. 4. choose Request >View. Click OK to close the Request Details window. Click New. The Requests Details window opens and displays the status of your request. 1. The Requests window opens. Create a Task Perform the following steps to create a task. Choose the CRM Administrator responsibility. Steps 1. Scroll through the list of requests to locate your request. you can verify a request by performing the following steps. In the Navigator window. Click the name of your request to select it. 3. Click View Details. Click OK to close the Request Details window. 3. 2. Click Find. Login to your personal Home page as Sysadmin user. At any time. 2. The request has been completed when the Phase is Completed and Status is Normal. perform the following steps: 1. 5. Scroll through the list of requests to locate your request. 2. Click the name of your request to select it. In the Navigator.

6. Click Create Tasks. choose the following task characteristics: s Template Group Source Name Owner Type Owner s s s 7. 4. The Tasks window opens. Foundation Functional Flows 13 . 5.Create a Task from a Task Template The Tasks window opens. Choose the CRM Administrator responsibility. The Find Tasks window opens. Steps 1. Click Create Task from Template. the Number field in the Tasks window displays a number. Login to your personal Home page as Sysadmin user. 5. Enter task information in the following fields. s Name Type Status Owner Type Owner s s s s 6. When the task is successfully created. In the Navigator. Create a Task from a Task Template Perform the following steps to create a task from template. 2. choose Task and Escalation Manager > Tasks > Tasks. Click New. Save the task. 3. From the appropriate list of values.

4. In the Navigator.Create a Note for a Task Create a Note for a Task Perform the following steps to create a note from task. s Name Type Status Owner Type Owner s s s s 6. Choose the CRM Administrator responsibility. Enter a note in the note field. Enter the appropriate task information in the following fields. Click Save. Steps 1. 3. 2. When the Note has been successfully created. 2. Steps 1. Login to your personal Home page as Sysadmin user. 14 Implementing Oracle  CRM: Foundation Functional Checklist . Click Notes. 7. The Notes window opens. the Related To field at the bottom of the Notes window displays the appropriate Task and the Value field displays the Task number. Assign a Resource to a Task Perform the following steps to assign a resource to a task. The Tasks window opens. Click New. 8. choose Task and Escalation Manager > Tasks > Tasks. 5. The Find Tasks window opens. Login to your personal Home page as Sysadmin user. Choose the CRM Administrator responsibility.

The Task Details window opens. In the Find field. Select the company name from the list of values and click OK. 4. enter the initial letter of the name of the company and the percent sign (%) and click Find. Click OK. Click More. If the task number exists. In the Navigator. The Companies window opens. 5. 7. Login to your personal Home page as Sysadmin user. 2. Save the Task. Click Customer. The Escalations window opens. Enter the appropriate resource information in the following fields: s Resource Type Unit s 8. Steps 1. Foundation Functional Flows 15 . 3. You can now either query an existing task or enter a new task. 5. Escalate a Task Perform the following steps to escalate a task. choose Task and Escalation Manager > Tasks > Tasks. 6. Select the Resources tab. To query an existing task. select the Task and Escalation Manager > Manage Escalations. enter a Task Number in the Task Number field and click Find. 4. Select the Select box adjacent to the Resource Type you are creating. 10. the Tasks window opens and displays the task.Escalate a Task 3. In the Navigator. 6. Choose the CRM Administrator responsibility. The Find Tasks window opens. 9.

When this process has been performed successfully. 11. Select the Contacts tab. 13. choose an Owner from the list of values. Select the appropriate values from the following lists of values: s Account Location s 9. Click Save. Enter the appropriate contact information in the following fields: s Type First Name Last Name s s 14. Select the Reference Documents tab. 16. Verify that the Status of the Escalation is not Closed. 8. 15. Enter appropriate information about the reference document in the following fields: s Type – value is Escalation Document – value is Task Manager Number – value is the Task number s s 12. Select Requestor. 16 Implementing Oracle  CRM: Foundation Functional Checklist . the Escalation Information area at the top of the window displays a number in the Number field. Verify that the Notify box is not selected.Escalate a Task 7. In the Escalations window. A check appears in the selection box. 10.

Foundation Functional Flows 17 . Choose the CRM Administrator responsibility. The Companies window opens. Enter appropriate information about the reference document in the following fields: s Type – value is Escalation Document – value is Task Manager Number – value is the Task number s s 12. Select the Contacts tab. 4. Select the Reference Documents tab. 9.Assign a Resource to an Escalated Task Assign a Resource to an Escalated Task Perform the following steps to assign a resource to an escalated task. Choose an Owner from the list of values. select Task and Escalation Manager > Manage Escalations. Login to your personal Home page as Sysadmin user. In the Escalations window. 10. Click Customer. 2. 7. Select the company name from the list of values and click OK. 11. In the Find field. In the Navigator. Steps 1. 3. Note: To assign a resource to an escalated task. the escalation cannot have a status of Closed. 6. select the appropriate values from the following lists of values: s Account Location s 8. enter the initial letter of the name of the company and the percent sign (%) and click Find. Verify that the Status of the Escalation is not Closed. The Escalations window opens. 5.

Choose the appropriate selection criteria and click Search. 18 Implementing Oracle  CRM: Foundation Functional Checklist . Guidelines You cannot assign a resource to an Escalation that has a status of Closed. 4. The Assignment Manager window opens. Click Assign. Enter appropriate information about the contact in the following fields: s Type First Name Last Name s s 14. Select the First Name from the list of values. The Order Capture window opens. Steps 1. 2. 16. 3. Create a Quote Perform the following steps to create a quote. Login to your personal Home page as a user with the correct access. 19. Select the Requestor box and de-select the Notify box. Click OK. Select Address in the View Order field. 15. The Resource section of the Assignment Manager window displays search results. 17. 5. Save the Task. choose Order Capture. Double-click a resource name to select it from the detail search results to populate the resource-related fields. In the Navigator. 18. Choose the Order Capture Sales Agent responsibility. The Assignment Manager window closes and the Escalations window comes to the front.Create a Quote 13.

6. 10. 13. Note: If the price list has not been defaulted in the header window based on the implementation. In Item view. 4. Foundation Functional Flows 19 . Choose the Order Capture Sales Agent responsibility. 3. 8. Select a valid Payment Term. 14. The Order Capture window opens. 11. 2. The Payment detail appears. In the Navigator. Record this quote number for future reference. Select a valid Bill to Address. Select Payment in the View Order field. 7. Click Save Quote.Book an Order from a Quote The Address detail appears. then select a valid price list in the Price List field 12. select an item from the list of values. field displays a quote number. Click Add to Cart. Select the Shopping Cart tab and verify that the item exists. select the same Bill to Name as you selected for the First Name. Book an Order from a Quote Perform the following steps to book an order. When the Quote is successfully created. choose Order Capture. the Quote Num. Click Ship to Same Address. Select the Bill to Name from the list of values and click OK. Steps 1. Login to your personal Home page as Sysadmin user. Use the Quote Number to query an existing quote. For testing purposes. 9.

record the Order number displayed on the Order Confirmation window. 20 Implementing Oracle  CRM: Foundation Functional Checklist . Click OK. The Order Confirmation window opens. the status on the Order Capture window is now set to either Ordered or Entered.Book an Order from a Quote 5. 7. Depending on the settings made during implementation. For future reference. 6. Click Book Order.