CRM Program Using Oracle EBS_Student Guide

CRM Program using Oracle EBS

Objectives

Objectives – I Oracle ERP Overview

Introduction to ERP?

Navigating Oracle EBS Application

Oracle Application Features

Entities Integrating the Business

Administration of Oracle Application

Understanding Flexfields

Organization Hierarchies

Process flow and Alerts

Objectives Contd..

Objectives – II Oracle CRM Overview

What is CRM?

Problems faced by Companies

Common Barriers To Increasing Revenues

Customer Relationship Management

Why is CRM important to an Organization

The Marketing Concept

The Selling Concept

CRM Systems and Benefits

Eight Building blocks of CRM

Increase Customer Satisfaction and Loyalty

Management Reporting

Objectives Contd..

Objectives – III Oracle Marketing Overview

Marketing Product Overview

Marketing Campaigns

Campaign Execution

Implementing Fulfillment of Marketing objects

Implementing a Telemarketing Campaign Activity

Planning and Executing Marketing Events

Setting up Web ADI

Setting up Common Components

Implementing Prerequisite Components

Implementing Web Advertisements

Implementing and Using Home Page Bins, Reports, and Charts

Objectives Contd..

Objectives – IV Oracle Sales Overview

Overview of Lead to Order Process

Overview of Sales Products

Sales Security

Oracle TeleSales

Leads Management

Opportunity Management

Forecasting in Oracle Sales

Sales Supplements in Oracle Sales

Territories

Oracle Proposals

Sales for Handhelds and Sales Offline

Opportunity Reports

Oracle ERP Overview

Oracle ERP Overview

Objectives









Introduction to ERP

Objectives

Enterprise Resource Planning:

• What is ERP?

• The Current Scenario

• Why ERP?

• Evolution

• Expectations

Enterprise Resource Planning (ERP)

• A collection of software systems that help to manage business

processes for an entire organization

• Designed to integrate all information processing support for an entire

organization HRM

(Human Resource Management)

CRM (Customer Relationship

Management )

MRP (Manufacturing

Resource Planning)

SCM (supply Chain Management)

FRM (Financials Resource

Management)

ERP

ERP - Definition

• ―Software solution that addresses the Enterprise needs, taking a

process view of the overall organization to meet the goals, by tightly

integrating all functions and under a common software platform‖

• In simpler words, an ERP is a massive software architecture that

supports the streaming and distribution of geographically scattered

enterprise wide information across all the functional units of a

business house. It provides the business management executives

with a comprehensive overview of the complete business execution

which in turn influences their decisions in a productive way.

ERP – Definition contd.

• It is a company-wide computer software system used to manage

and coordinate all the resources, information, and functions of a

business from shared data stores.

• ERP relates to the integrated software infrastructure that supports

the entire company business process.

• ERP refers to a view of a company and all its parts as connected

whole, rather than small silos of activity

Organization

• A group of people engaged in purposeful activity over extended time

• A tool used to coordinate in order to obtain Value or organizational

goals

Business Process

• Work activities across time and place, with a beginning, an end, and

clearly identified inputs and outputs.

• Has sequence, purpose, interaction

Evolution of ERP

• 1960‘s - Systems Just for Inventory Control

• 1970‘s - MRP – Material Requirement Planning

(Inventory with material planning & procurement)

• 1980‘s - MRP II – Manufacturing Resources Planning

(Extended MRP to shop floor & distribution Mgmt.)

• Mid 1990‘s - ERP – Enterprise Resource Planning

(Covering all the activities of an Enterprise)

• 2000 onwards – ERP II – Collaborative Commerce

(Extending ERP to external business entities)

ERP Model

• The Before and After of ERP:

• ―Before‖ -- each function is supported by multiple applications and

interfaces

• ―After‖ -- each function is supported by a single application module

within the ERP system itself, and all applications leverage a

common, authoritative data source.

The Current Scenario

• Islands of Information

• Difficult to get timely & accurate information

• Heterogeneous Hardware & Software platforms & practices

• Poor connectivity between different organizational locations

• Sticking with obsolete technology

• Resist to change

• Lack of proven man-power to develop integrated software

Why ERP is required?

• One solution for better Management

• For cycle time reduction

• To achieve cost control & low working capital

• To apply latest technologies

• To satisfy the customers with high expectations

• To be Competitive & for survival

Basic ERP Applications

ERP covers a broad range of activities that are supported by a multi-module software application. Some examples of modules:

• Planning

• Sales

• Inventory

• Marketing

• Purchasing

• Distribution

• Maintenance

• Accounting

• Manufacturing

• Finance

• Human Resource

The Ideal ERP Systems.......

Financials • Accounts Payable, Accounts Receivable, Fixed Assets, General

Ledger, Cash Management

Human Resource • Recruitment, Benefits, Compensations, Payroll, time and labor ,

People management, Work Structure

Supply Chain Management • Inventory management, Supply chain planning, Supplier scheduling,

sales order execution, Procurement planning, Transportation and distribution

The Ideal ERP Systems.......

Customer Relationship Management • Sales, Marketing, Service, Commissions, Customer contract and

after sales support Relationship Management

Manufacturing • Engineering, Resource & Capacity planning, Material planning,

Workflow Management, Shop floor management, Quality control, Bills of material, Manufacturing process, etc.

ERP – Options

OPTION 1 – MAKE [Using Internal resources]

• Developing a custom-built ERP package, specific to the

requirements of the organization, with the help of the in-house IT

department

OPTION 2 – BUY

• Going for Tailor-made ERP packages available in the market like

• SAP, Oracle applications, Baan, PeopleSoft etc.

OPTION 3 – MAKE [using External resources]

• Developing a custom-built ERP package, specific to the

requirements of the organization, with the help of a software solution

provider

Typical ERP Integration

• Multi-Currency

• Multi-Lingual

• Multi-Mode

• EDI / Electronic Commerce

• Web Enabled / Internet Communications

• Imaging & Multi Media

Advantages of ERP Systems

There are many advantages of implementing an ERP system. A few of them are listed below:

• A perfectly integrated system chaining all the functional areas together.

• The capability to streamline different organizational processes and workflows

• The ability to effortlessly communicate information across various departments\

• Improved efficiency, performance and productivity levels

• Enhanced tracking and forecasting

• Improved customer service and satisfaction

Execution phases

(1) ERP product selection

(2) Preparations

(3) ERP vendor

(4) Implementation

(5) Post-Implementation

ERP implementation Lifecycle

PRE-SELECTION SCREENING

PACKAGE EVALUATION

PROJECT PLANING

RE-ENGINEERING

TESTING

GOING LIVE

POST IMPLIMENTATION PHASE

CONFIGURATION

END USER TRSINING

GAP ANALISIS

IMPLIMENTATION TEAM TRAINING

COMPANY MANAGEMENT

GO AHEAD

ERP VENDOR

Disadvantages of ERP Systems

While advantages usually outweigh disadvantages for most organizations implementing an ERP system, here are some of the most common obstacles experienced:

The scope of customization is limited in several circumstances

• The present business processes have to be rethought to make them synchronize with the ERP

• ERP systems can be extremely expensive to implement

• There could be lack of continuous technical support

• ERP systems may be too rigid for specific organizations that are either new or want to move in a new direction in the near future

Customers – Oracle ERP

Business Process Reengineering

• Just automating the existing business practices will not help ERP to

achieve the anticipated results

• Business Process Re-engineering [BPR] brings out the deficiencies

of the existing setup

• BPR and ERP combination will give way to implement new systems

and the long pending improvements in the existing systems

• BPR may be time consuming but the scope can be restricted &

controlled by the Management

Business Process Reengineering Contd.

• The BPR approach to an ERP implementation implies two separate,

but closely linked implementations involved on an ERP site i.e. a

technical implementation & a business process implementation.

• The BPR approach emphasis the human element of necessary

changes within the organization, which is generally more

• Time consuming & has received its share of criticism for creating

bloated budgets & extended projects.

• The ERP market shifts to a mid-market focus & as all

implementation are becoming more cost sensitive; the BPR

approach has come under some real scrutiny.

Configuration

Importance of Configuration

• This is the main functional area of the ERP implementation.

Business processes have to be understood & mapped in such a way

that the arrived solution matches with the overall goals of the

company.

The Prototype

• A prototype- a simulation of the actual business processes of the

company- will be used. The prototype allows for thorough testing of

the ‗to be‘ model in a controlled environment.

As the ERP consultants configure & test the prototype they attempt to

solve any logistical problems inherited in the BPR before the actual go-

live implementation.

Strengths and Weaknesses

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

company‘s business process but also - & perhaps more importantly-

its weakness.

• It is vital to the health of the company & to the success of the ERP

implementation that those configuring the system are able to explain

what won‘t fit into the package & where the gaps in functionality

occur.

Pointers required for Evaluation

Some important points to remember while evaluating

software includes.

• Flexibility & Scalability.

• Complexity

• User Friendliness

• Technology

• Quick Implementation

• Amount of Customization Required

• Ability to support multi site planning & control.

• Local support infrastructure .

• Total cost i.e. license , training, customization etc.

Summary

Enterprise Resource Planning:

• What is ERP?

• The Current Scenario

• Why ERP?

• Evolution

• Expectations

Objectives

Objectives in Navigating Oracle EBS Applications:

• Log in to Oracle Applications

• Navigate from Personal Home Page to Applications

• Choose a responsibility

• Create Favourites and set Preferences

• Use Forms and Menus

• Enter data using Forms

• Search for data using Forms

• Access online Help

• Run and monitor Reports and Programs

• Log out of Oracle Applications

Logging In to Oracle Applications

Navigating from Personal Home Page

to Applications

Self-Service Applications Forms-based Applications

Creating Favourites and Setting Preferences

Worklist Preferences

Navigator

Favorites

Choosing a Responsibility

Click a link to the responsibility.

Click a link to the function.

Navigator

Toolbar

Functions

Region tabs

Menu bar

Expanding or Collapsing the Navigation List

Select one of the following methods to expand an item to its

next sublevel window:

Double-click the item.

Select the item and click Open.

Select the item and click Expand.

To collapse an expanded item, select the item and click

Collapse.

Expanding or Collapsing Several Items

To expand or collapse several items at once, click one of

the following buttons:

Expand All Children expands all the sublevels of the currently

selected item.

Expand All expands all the sublevels of all expandable items in the

navigation list.

Collapse All collapses all currently expanded items in the navigation

list.

Logging Out of Oracle Applications

From the File menu, select Exit Oracle Applications.

Use this method to ensure that your username is cleared from

system access.

Navigating to a Form

Click for a Function.

Form Terminology

Tool tip

Window

LOV icon

Pop-up list

Title bar

Menu bar

Check box

Scrolling Region

Help

Record /Row

Block

Form Terminology Cont.…

Region tab Field

Button

Region

Field Colours and Records

Field Color Description

Blue with Black Text It Indicates drilldown capability

White with Green Text It Display only

(M) File > New

New Save

(M) File > Save

Creating and Saving a

New Record

Delete

(M) Edit > Delete

Edit

(M) Edit > Record

Editing and Deleting a

Record

Using a List of Values

Click LOV icon In the field

The list of valid Values is displayed

LOV: Shortcuts

Auto Selection

List Search

Long-List Fields

Power List

Using Calendar

Choose a year.

Choose a day.

Choose a month.

Clearing Data and Searching for Information

Clear

(M) Edit > Clear > Record (M) Edit > Clear > Field (M) Edit > Clear > Block (M) Edit > Clear > Form

Searching for Information

Help

Clearing Data

Query Versus Find

Query Mode Find Mode

Menu bar, (F11) Menu bar, Toolbar

Existing window Find window

Wildcards List of values

Query count No find count

Using Window Help

(M) Help > Window Help

Document Frame

Search Frame Navigation Frame

Error Messages

The application displays a short message in the message line.

Error window informs you of an error.

A History button also appears in the error window if an error of a

more serious nature occurs.

Using Concurrent Processing

Submits Request

Request

Queue

Request Runs

Perform other online interactive tasks.

Request 1

Request 3

Request 2

Other Online Jobs

Running Reports and Programs

Concurrent Processing:

Run non interactive tasks, such as reports and programs.

It does not interfere with the interactive work you perform on your

computer.

Standard Request Submission (SRS):

Use the SRS interface to run reports and programs.

View report output online.

Schedule reports and programs.

View log information.

Summary

Objectives covered in Navigating Oracle EBS Applications:

Log in to Oracle Applications

Use Forms and Menus

Use functionality of the buttons and tabs that appear in the

Navigator window and other forms

Create Favourites and set Preferences

Understand Form terminology and characteristics

Create, save, edit, and delete record using Forms

Search for data and enter data using Forms

Access online Help

Submit Concurrent and SRS requests

Log out of Oracle Applications

Objectives

Objectives of Oracle Application Features:

Understand integration of applications

System Architecture

Major components of the architecture

Knowledge over Installation Process

Oracle E-Business Suite

Products

Suppliers

Customers

Information – Drive Applications

Develop Market

Sell

Order

Plan

Procure

Make Fulfill

Service

Maintain

Finance

HR

Projects

Contracts

Integrated, Yet Modular

The open applications solution enables you to

Leverage investment in existing technology

Eliminate disparate systems as needed

Oracle

Finance

Vendor X

Human

Resources

Legacy Environment

Vendor Y

Planning Vendor Z

Purchasing

Oracle

Marketing

R12 Architecture

Business Architecture

Modern Foundation

Complete

End-to-end Integration

Global

Rapid Implementation

Technical Architecture

Forms-based

Self-service (HTML/JSPs)

Business Intelligence

Mobile

Basic Technical Architecture of R12

Desktop Tier Applications

Tier

Database

Tier

R12 Architecture

Web Server/Listener

Portal (PHP)

Forms Server

Forms Server

Concurrent Management

Servlet Engine

Java Server Pages (JSP

Discoverer Server

Reports Server

Administration Server

Data Server

Browser

Desktop tier Application tier Database tier

The Network

While the network is not a tier of the R12 EBusiness Suite's 3-tier

architecture, it is a critical (possibly THE critical) component of

making it all work.

R12 allows access through multiple channels including internal

networks (LANs/WANs) and external networks (Internet/VPNs). The

connection links themselves can vary from slow-speed dial-up

connections to high-speed fiber optic channels.

All of the choices in the network will ultimately affect your

performance, for good or bad.

Rapid Install

iAS Oracle Forms

Oracle Reports Graphics

Database File System Applications Technology Stack

Rapid Install

Rapid Install Utility

Automates many of the steps required for installing Oracle

Applications, Release 12

Simplifies both single-node and multi-node installations

Creates, installs, and configures all of the components required

for your Oracle Applications system

Minimizes installation time

Allows you to select languages and the corresponding character

sets

Reduces the number of certification issues

Rapid Install: Tasks

With Rapid Install, you can perform the following tasks:

Install a new, fully

configured Oracle

Applications system.

Set up the file system and

configure server processes

for an upgraded system

Install a new database

node or Applications

node technology stack

Use a Wizard to guide you

through the screens to

carry out the selected task

Summary

Objectives covered in Oracle Application Features:

Understand integration of applications

System Architecture

Major components of the architecture

Knowledge over Installation Process.

Objectives

Objectives in Entities Integrating the Business

Shared Entities in R12 EBusiness Suite

Key business flows and integration between various modules in the

R12 EBusiness Suite.

What are Shared Entities?

• Shared entities in the R12 EBusiness Suite allow the one-time

definition of an object, and the use of that object across several

products.

• Shared entities are "owned" by a single product for table purposes

only. It does not designate the primary user or decision maker.

EBusiness Shared Entity Examples

Entity Description

AOL Application Object Library

Set of Books Accounting information records

Unit of Measure Method of quantifying items

Items Raw Materials, finished goods or services

Suppliers Vendors we buy from

Customers Buyers of the end product

Sales Force Individuals credited with sales revenue

Employees Personnel who perform assigned tasks

Locations Business sites (addresses)

Organizations Logical unit entities

Shared Entities…

Units of measure are used by a variety of functions and transactions to express the quantity of items.

Application Object Library

Owned by Inventory

Unit of Measure

Currencies Languages

Site Profile Options

Menus

Responsibilities

Users

AOL

Length

Base Unit = 1 cm

1 m = 100 cm

1 km = 100,000 cm

Shared Entities…

You can define and control all items in inventory. Once defined, you assign items to organizations.

Owned by Inventory

Suppliers are the individuals or companies from which you procure goods and/or services.

Items

Owned by Purchasing

Supplier

Shared Entities…

Buyers of our end products and/or services

Owned by Receivables

Suppliers are the individuals or companies from which you procure goods and/or services.

Customers

Owned by Purchasing

Sales Force

Shared Entities…

Individuals employed by the company who perform certain tasks

Owned by Human Resources

Employees Ledger

CoA Calendar Currency

Owned by General Ledger

Shared Entities…

Physical addresses that may represent our company's addresses or our customer's addresses


Entity designation used to partition data into logical units

Locations Organization


Key Business Flows

Plan Source Make Market Sell Support Plan

Back

Office

Forecast to Plan

Procure to Pay

Demand to Build

Campaign to Order

Order to Cash

Request to Resolution

People to Paycheck

Project to Profit

Click to Order

Contract to Renewal

Inventory to Fulfillment

Concept to Release

Acctg. to Fin Reports

Click to Order

iStore

JTA

Order Fulfillment

(Order to Cash)

Quoting

Sales

Marketing Inventory

Pricing

Leads

Book Order

Shopping Cart/

Quote

In-Store Mkt

Get Price

Qualifiers &

Discounts

Get Price

User Mgmt

Items

Order to Cash

Invoices

Customers

General Ledger

Inventory

Receivables/ Revenue/ Receipts

Items

Inventory Transactions

Cash Management

Banks

Set of Books

UOMs

Order Management

Receivables /iReceivables

Purchasing/ iProcurement

Reqs

Inventory Activity

Interorg/ Shipments

Summary

Objectives covered in Entities Integrating the Business

Shared Entities in R12 EBusiness Suite

Key business flows and integration between various modules in the

R12 EBusiness Suite.

Objectives

Objectives in Administration of Oracle Application:

Describe the R12 EBusiness Suite security model

Define Users

Use Menu and Function security to modify responsibilities

Understand Securing and Excluding attributes work

Understand Profile Options

Application Security Model

Oracle Application Responsibility

Windows Reports

User

Define New User

Enter User Name and Password 1

Require Password Change Limit Access Attempts 2

Assign One or More Responsibilities 4

Define Buyers, Sales Force Create CRM Resource 5

Enter User’s Start and End Dates

3

Assigning Responsibilities to Users

Define or modify

responsibility

Exclude functions

and menus

Define application

user

Using Predefined Responsibility

Using Custom Responsibility

Define application

user

Define or modify

components

1 2

1

Assign Assign

Define or Modify

Importance of Responsibilities

Responsibilities determine:

Menus and forms you can access

Reports you can run

The set of books you‘ll work with

Your operating unit

Which types of applications you may access

Components of a Responsibility

Data group Data group Data group Request security

group

Exclusions

Data group

Exclusions

Menu

Defining a New Responsibility

Enter application and responsibility name

Enter start and end dates

Select data group

Select menu

Select request group

Enter menu or function exclusions

Enter securing or excluding attributes

1

2

3

4

5

6

7

Managing Function Security

Menu Level 1

Menu Level 2

Menu Level 2

Function

Function

Function

Function

Function

Function

Subfunction

Subfunction

Subfunction

Menu Level 3

Menu Level 2

Function: A set of

executable code

available as a menu

option

Subfunction: A subset

of a form’s functionality

Menu Level 1

Menu Level 2

Menu Level 2

Function

Function

Function

Function

Function

Function

Subfunction

Subfunction

Subfunction

Menu Level 3

Menu Level 2

Menu Level 1

Menu Level 2

Menu Level 2

Function

Function

Function Function

Function

Function

Built into the menu

Seen in Navigator

Menu Displays in the Navigator

Excluding Functions and Menus

Menu Level 1

Menu Level 2

Menu Level 2

Function-C

Function-E

Function-G

Function-F

Function-A

Function-B

Function-A

Function-D

Function-D

Menu Level 3

Menu Level 2

Function-H

Excluding a function affects the

function regardless of level.

Excluding a menu excludes all

of its child functions.

Profile Hierarchy Levels: Security

Responsibility level

User level

Site level

Application level

Personal Profile Values

Depending on the responsibility, many users can change

their personal options:

Navigate to (N) Profile > Personal to see a list of the profiles

already defined.

If the User Value field is unprotected, you can select a value for

this profile option from the list of values, or enter a value directly.

System Profile Options

The System Administrator can set profile options at any

level:

Navigate to (N) Profile > System to see the Find System Profile

Values Window.

You can set a profile value at the user, responsibility, site, or

application level for profile options using the Security hierarchy

type.

Summary

Objectives covered in Administration of Oracle Application:

Describe the R12 EBusiness Suite security model

Define Users

Use Menu and Function security to modify responsibilities

Understand Securing and Excluding attributes work

Understand Profile Options

Objectives

Objectives in Understanding Flexfield:

Discuss Flexfields

Define value sets

Define key Flexfields

Define descriptive Flexfields

Enter values

Using Flexfields to Configure Applications

Application windows

User-defined Flexfield windows

General Ledger Assets

Benefits of Flexfields

Flexfields provide the following benefits:

Configure applications to support your own accounting, product,

and other codes.

Enable the construction of intelligent keys.

Configure applications to capture additional data.

Use the application to validate values and value combinations

entered by the user.

Support multiple field structures depending on data context.

Key and Descriptive Flexfields

__ Item Information _________

Category

Item

Color

Computer

Monitor

Light tan LTN

COM

876

Key flex fields

build unique entity identifiers

Descriptive flex fields gather additional

information

Store

Dept.

Number

Exp. Dt

Payment Type CC

54321

987

4958-2938-4747

12 - 99

Key Flexfields

Standard window

Key Flexfield window

__ Sales Information ______________________

Transaction

Item

Payment Type

Description

Customer Jane Doe

Computer - Monitor - Light Tan [ ]

COM-876-LTN

3987

__ Item Information _______________

Item

Color

Computer

Monitor

Light tan

COM

876

LTN

Category

Using Key Flexfields to Build Intelligent Keys

___Account Entry ____

21

42

502

015

Company

Division

Department

Account

Business B Business A

____Account Entry ___

10

283

Corporation

Subsidiary

025

203

Department

Account

3003 Division

Key Flexfield Examples

General Ledger

Accounting Flexfield

Assets

Asset Key Flexfield

Location Flexfield

Category Flexfield Service

Service Item Flexfield

Receivables

Territory Flex fields

Sales Tax Location Flex field

Inventory

Item Categories

System Items

Sales Orders

Item Catalogs

Descriptive Flexfields

Transaction

Item

Payment Type

Description

Customer

CC 3987

Jane Doe

Computer - Monitor - Light Tan

COM-876-LTN

[ ]

Second ID

Number

Payment Type

Store

Dept.

Number

Store

Dept.

Exp. Dt

Payment Type CK CC

54321

987

4958-2938-4747

12 - 99

54321

987

1028

MC 4565-3939

__ Sale Information ____________________

Descriptive Flexfield Examples

Storing supplier numbers from converted suppliers

The address style

Storing order information with an invoice

Storing project information with an invoice

Storing vehicle information associated with the asset category

―Vehicle‖

Name of customer service rep responsible for the sales order

Web link to map of property or location in Property Manager

Key and Descriptive Flexfield Comparison

Key Flexfields Descriptive Flexfields

Owned by one application; used by many

Associated with tables in a specific application

Required to set up, not always required to use.

Setup is optional

Intelligent keys No intelligence, store additional information

Identifies entities Captures additional information only

Components of a Flexfield

Flex field Structure

Segment 1 Segment 2

COMPUTER

PC

LAPTOP

SERVER

10 CHAR

Independent Upper Case

Required

12 Char

Dependent Upper Case

Required

Flexfield/Structure

Values (if needed)

Data format

Segments

Segment Prompts and Value Descriptions

__ Item Information _______________

Category

Item

Color

Computer

Monitor

Light tan LTN

COM

876

Flexfield segment prompts

Flexfield value descriptions

General Steps to Implement a Flexfield

Plan Flexfield segments, structures, value sets and values.

Define value sets.

Define Flexfield structure.

Define values.

Define security and cross-validation rules if necessary.

Value Set Attributes

Name — Unique value set name (Do not use XX-, XX_ , XXX-,

XXX_ or any Oracle reserved name.)

Description — Free-form descriptive text

List Type

List of Values

Long List of Values

Poplist

Security Type

No security

Hierarchical

Non-hierarchical

Types of Value Sets

None: Validation is minimal.

Independent: Input must exist on previously defined list of values.

Dependent: Input is checked against a subset of values based on a

prior value.

Table: Input is checked against values in an application table.

Special: Value set uses a Flexfield itself.

Types of Value Sets contd.

Pair: Two Flexfields together specify a range of valid values.

Translatable Independent: Input must exist on previously defined list

of values; translated value can be used.

Translatable Dependent: Input is checked against a subset of values

based on a prior value; translated value can be used.

Planning Data Format Validation

Format Type: Value data type

Maximum Size: Maximum allowable size for a value

Precision: Number of decimal places

Numbers Only: Only entry of numbers 0–9

Uppercase Only: Lowercase input becomes uppercase

Right-Justify Zero-Fill: Shifts number to right, pads from left

Max/Min Values: Beginning and ending values of a range

Designing the Key Flexfield Layout

Description: Description: __Sales Information_____

Category

Item

Color

Title

Structure

Order of segments

Prompts Value sets

Values

COM

Segment separator

876

LTN

COM

FURN

APPL

Key Flexfield Structure

10-203-3003-025-203 10-203-3003-025

_____Account Entry __

10

203

3003

025

Company

Division

Department

Account

Corporation

Subsidiary

Division

Department

Account

10

203

203

3003

025

_____Account Entry __

Business A Business B

Storing Code Combinations

__Account Entry __

10

203

3003

025

Company

Division

Department

Account

SEGMENT1 SEGMENT2 SEGMENT3 SEGMENT4

10 203 3003 025

Code Combinations Table

10 - 203 - 3003 - 025

(Code combination)

Examples of Segment Defaults

Default Type Default Value

Constant

Current Date

Current time

Field

Profile

Segment

SQL Statement

Any literal value

Current time or current date/time

Current time

Default Value field value

Value of profile in Default Value

Value in prior segment

Result of SQL query

Other Key Flexfield Features

Dynamic insertion of new values

Cross-validation of segment value combinations

Security on value access

Aliases to speed data entry

Allowing Dynamic Insertion

__ Sales Information _____________________

Item

Payment Type:

Description

Customer

[ ]

__ Part Number ________________

Category

Item

Color

Computer

Monitor

Light tan

COM

876

LTN

(Foreign key)

Computer Monitor Tan

CC

Jane Doe

COM-876-LTN

Indirectly (from display window)

Directly (from entry window)

Transaction 3987

Code Combinations Table

Cross-Validating Values

CA California NY New York

TX Texas

Los Angeles London New York Houston

State Value Set

Asset Location Flexfield

“Houston, California, United Kingdom” not allowed

USA United States UK United Kingdom

Country Value Set City Value Set

__ Asset Location _____________

Country

State

United Kingdom

California

UK

CA

City Houston

Using Value Set Security

COM FURN APPL

Description: Description: __Item Number_____

Category

Item

Color

Weight

Category Value Set without security

Category Value Set with security

COM FURN APPL

COM

(EXCLUDE COM)

COM

Using Shorthand Aliases

__Sales Information_______________________

Transaction

Customer

Item

Country

3754

Big Manufacturing

Address

City State

1211 State

Dallas TX

USA Zip 75219

Description: ___Item Alias____

Part Tan Monitor

COM-876-LTN

Tan Monitor Hard Drive Laser Printer

COM-876-LTN COM-535-15G COM-788-630

List of Aliases

Freezing and Compiling the Definition

Automatically compile :Save after freezing the Flexfield

Submit the request to build the structure view by freezing; submit the request to rebuild the Flexfield view by closing the window.

Update : Freeze and compile after Updation.

changes take place immediately.

You see your changes immediately. Other users must exit the system or change responsibilities.

Identifying a Descriptive Flexfield

A descriptive Flexfield is indicated by a single-space field enclosed in brackets.

[ ] This symbol indicates descriptive Flexfield on Form.

In some cases there may be multiple descriptive Flexfields for use with the same form.

Descriptive Flexfield Components

Global segment: Displays information common to all contexts

Context-sensitive segment: Displays information appropriate only to a particular context

Reference field: A field on the application window whose value is used to determine contexts

Context field: A field in the structure whose value is used to determine contexts

Locating the Flexfield Definition

Use the Descriptive Flexfield Segments window to locate the target Flexfield definition by finding the application that owns the definition and the Flexfield title.

A Flexfield may appear on more than one window. However, defining the Flexfield once automatically defines it for all locations.

After you access the definition, you can begin making changes. If the Flexfield is already frozen, unfreeze it first.

Storing Descriptive Flexfield Segments

Global AAA Global AAA

Context BBB

Context CCC

Context DDD

Structure A Structure B

Structure A

Structure B

Global AAA

Global AAA

Context BBB

Context DDD

Context CCC

CONTEXT ATTRIBUTE1 ATTRIBUTE2 ATTRIBUTE3

Freezing and Compiling the Definition

Check the Freeze

Definition check box

Click to compile

Summary

Objectives covered in Understanding Flexfield:

Discuss Flexfields

Define value sets

Define key Flexfields

Define descriptive Flexfields

Enter values

Objectives

Objectives in Organization Hierarchies:

Explain what Multi-Org is

Explain the Multi-Org entities

Explain how data is secured

Explain cross organizational reporting

What Is Multi-Org?

Applications and database enhancement

Enables to consolidate your operations under one installation of

Oracle Applications on a single global instance

Keeps transaction data secure by line of business

Basic Business Needs

Support for multiple business units with different set of books

Secure access to data on a single instance by line of business

Define different organizational models

Sell and ship from different legal entities

Purchase and receive from different legal entities

Produce reports across entities or within a single entity

Organization Model

GL, FA

AP, PO, AR, OM, +

INV, MFG Ship

Balancing Entity/Funds

HR

Inventory Organization

Operating Unit

Legal Entity

Set of Books

Business Group

Bal Seg 1

Bal Seg 2

Flex field Security Rule

Sample Organization Structure

Set of Books

MIO

LE

OU

IO

Security Model

The responsibility is key to multi-org security and reporting:

• Determines operating unit

• Determines reporting ability

Users Responsibilities Operating

Unit

Select Tied to an

Basic Steps to Enable Multi-Org

Define organization structure

Convert to Multi-Org

Perform setups unique to each operating unit (i.e. Financials

options, customer address setup, supplier site setup, bank

accounts)

Define the Organization Structure

Inventory

Calgary Manufacturing

Quebec Manufacturing

Montreal Inventory

Warehouse

Canada

Canada

US Japan

Chicago Tokara Islands

US Japan

Corporate

East West

E W

Perform Setups Unique to Each Operating Unit

Many setups must be repeated for each operating unit. For

example:

Supplier sites

Customer addresses

System options (System, Financial, Purchasing, Payables, etc.)

Payment terms

Tax names

Price lists, discounts and quantity price breaks

Adding to the Organization Structure

Plant 1 (IO)

Plant 1 (IO)

Plant 2 (IO)

Original Add New

Wid Co. (SOB)

Wid Co. (SOB)

US 1 (LE)

US 1 (LE)

US 2 (LE)

West Ops (OU)

West Ops (OU)

East Ops (OU)

Cross Organization Reporting

Report at multiple levels:

Ledger

GRE/Legal entity

Operating Unit

Security profile

MO: Top Reporting Level

Enhanced reporting features:

Reporting Level

Reporting Context

Summary

Objectives in Organization Hierarchies:

Explain what Multi-Org is

Explain the Multi-Org entities

Explain how data is secured

Explain cross organizational reporting

Objectives

Objectives in Process flow and Alerts:

Describe Workflow

Discuss Workflow components

Respond to workflow notifications

Monitor a process in the workflow monitor

Alert Process Overview

Enabling E-Business

Streamlines business processes .

Workflow delivers a complete business process definition,

automation, and integration solution.

Workflow: The wiring for e-business

Workflow Processes

End

And

Customer:

Send Order

Acknowledgment

Customer:

Credit Check

Customer:

Stock Check

Customer:

Advanced

Shipment

Order

Process

Customer:

Send

Supplier

Invoice

Customer:

Receive

External

Order

Customer:

Get Order

Details

Customer:

Receive

iStore

Order

Workflow-Driven Business Processes

Workflow focuses on managing the business process, not

individual transactions.

Define and implement your business policies

Streamline the entire process

Route information

Capture exceptions and take action

Build continuous improvements directly into the process definition

Adapt your processes as your

business changes

Workflow-Driven Business Processes

Workflow automates and streamlines business processes contained

within and between enterprises.

For example, you can use workflow processes to:

Add personalized trading partner rules

Validate self-service transactions

Approve standard business documents

Step through daily transaction flows

Integrate with trading partner systems

Examples of Workflow Activities

A workflow is a set of business rules that can:

Create accounting based on your requirements

Route business documents internally for approval

Initiate an outbound message (queue an approved purchase order

for transmission to a supplier)

Be started as a result of an inbound message (eg. an inbound

Payables Invoice)

Generate and send notifications that can be viewed from your

personal home page or the notifications window

Generate and send e-mail to an e-mail client (respond directly to

notifications without accessing Oracle Applications

Event-Based Workflow


or

Application

Business

Event

System

Workflow

Process

Oracle Workflow Availability

Oracle Workflow is available in two versions:

Standalone

With the Oracle Database (both Standard Edition and Enterprise

Edition)

With the Oracle Application Server

With the Oracle Collaboration Suite

Embedded in Oracle E-Business Suite

Self-service applications

Professional applications

Looping

Results-based branching

Supported Process Constructs

Rejected

Start Select Approver

Notify Approver

Verify Authority

True

Approved

No Yes

Notification System

with outbound SMTP server and inbound IMAP server

Application

Notification Mailers

Attached Oracle E-Business Suite

forms or URLs

Worklist pages

Workflow Engine

Notification System

Directory Services

Oracle Database

E-mail clients

Web pages


Send email message

Submit concurrent

program request

Run SQL script

Run a SQL script that

starts a workflow

Run operating

system script

Client

Alert!

Server

Client

Types of alerts

Event Periodic 1. Shipment Confirmation:

Notify a user as soon as a shipment has been processed.

2. Supplier Hold: Notify Purchasing Manager as soon as a supplier has been placed on hold.

1. Payroll: Show current balance and vacation reported by month (monthly).

2. Purchasing: Show all blanket agreements that will expire (daily)

Summary

Objectives in Process flow and Alerts:

Describe Workflow

Discuss Workflow components

Respond to workflow notifications

Monitor a process in the workflow monitor


Oracle ERP Summary

Oracle ERP Summary









Oracle CRM Overview

Oracle CRM Overview

Objectives:

What is CRM?






The Selling Concept





What is CRM?

What does CRM mean to you?

What makes you different?

What makes you different?

The Best product?

The lowest price?

A satisfied customer?


Sales teams are missing revenue targets

Deals stuck in the pipeline, frequently missed sales "commits,―

Need to improve sales representatives' knowledge of products, customer needs and competition.

How do I build customer loyalty and reduce churn?

How can I make better decisions for the future with existing information?

Organizations strive to remain competitive and service increasingly discerning customers.

How to Develop a Smarter Sales Organization.

These are few of the issues that the beleaguered Managers must tackle day in and day out


CRM is a "big picture" approach that integrates the sales, order

fulfillment, and customer service, and co-ordinates and unifies all

points of interaction with the customer, throughout the Customer Life

Cycle (CLC).

CRM is the term given to the process of managing your relationship

with your customers…..better.

Major Objective for any company is increased revenue, decreased

cost and increase loyalty of the Customer

Provides a unified view of the customer across an enterprise.


The benefits of CRM are clear: By streamlining processes and providing sales, marketing, and service personnel with better, more complete customer information.

CRM enables organizations to establish more profitable customer relationships and decrease operating costs.

Sales organizations can shorten the sales cycle and increase key sales-performance metrics such as revenue per sales representative, average order size, and revenue per customer

Marketing organizations can increase campaign response rates and marketing-driven revenue while simultaneously decreasing lead-generation and customer-acquisition costs

Customer service organizations can increase service-agent productivity and customer retention while decreasing service costs, response times, and request-resolution times


Marketing is discovering what customer wants, producing as per the

needs, pricing appropriately, promoting and ‗selling‘ to customer.

Starting point Target market

Focus Customer needs

Means Integrated marketing

Ends Profits through Customer Satisfaction

The Selling Concept

Selling is act of persuading or influencing a customer to buy a

product or service.

Starting point Factory

Focus Products

Means Selling and Promotions

Ends Profits through volumes

CRM Systems

Many IT systems have been developed to assist improving the efficiency of CRM, they have been grouped together and are now generically known as CRM software.

They range from contact databases to campaign management software.

They help get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.

Refers to a software-based approach to handling customer relationships.

Information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.

Used to implement CRM goals like- to improve services provided to customers, and to use customer contact information for targeted marketing

Software is often necessary to explore the full benefits of a CRM strategy.

CRM Systems

It is a software "solution", there is a growing realization in the

corporate world that CRM is actually a customer-centric strategy for

doing business; supported by software.

Benefits

Increased sales revenues

Increased win rates

Increased margins

Improved customer satisfaction ratings

Decreased general sales and marketing administrative costs

CRM: The Payoff

On the plus side, customers with successful CRM systems report higher profits; lower costs to attract and retain customers; greater customer loyalty; and smoother, more streamlined workflows. Specific benefits cited include:

More timely and targeted customer services

Increased per-customer revenues

Greater cross-sell and up-sell success

Trimmed sales cycles

More-efficient call center operations

Improved sales forecasting

Fewer customer problems

Better-informed marketing decisions

CRM - Service Process Overview

Service and Support Organization


360° customer view

Centralized knowledgebase

Call scripting

Real-time service optimization with analytics

Customer satisfaction surveys

Features

More personalized, consistent service

First call resolution

Reduced training costs

Benefits

Easy to use service solution

increases customer

satisfaction and loyalty

Business Challenge

Companies often spend significant amounts of time and money collecting data about their sales and service operations.

But they have no way to use the data to proactively evaluate their businesses.

CRM provides critical insight

Business Solution

Embedded

analytics available

to everyone

Put analytics directly into the hands of all users.

Empower everyone to be critical thinkers in their areas.

Interactive analyses

that present current

data

Use interactive reports and analyses to see different perspectives.

Take action quickly on current information.

A tool for creating

ad hoc analyses

Quickly create analyses to answer your specific questions.

Customize the layout to help you focus on key business problems.

Save and publish your new analyses.


One of the great advantages of having a centralized repository holding so much information about your customers and your sales is the ability to produce useful and effective reports.

Here are a few examples of the types of information that can easily be extracted:

Sales information - broken down by sales staff, or month, or sales status, or marketing campaign

Return on Investment for marketing strategies

Customer extracts - for example, all customers with opportunities in a particular status

Workloads - who is dealing with the bulk of your work

Project management - what stage is your project at? What tasks are complete or overdue?

Intelligent Data means better Decisions

CRM system places management information at your fingertips, equipping you to take informed decisions for your business.

Advanced Analytic and Business Intelligence Capabilities Turn Data into Actionable Insight

Drive more-informed decisions at all levels.

Convert insight into action via interactive dashboards.

Identify key business trends.

Deepen business insight with custom reports

Compare business performance over time via built-in data warehouse.

Real-Time & Historic Analytics

Snapshots comparing business performance over time

Dozens of pre-built reports, easy to build custom reports

Features

Benefits

Drive corporate objectives with quantified business data

Make better decisions based on full context and real insight

Deepen business insight with custom reports

Analytic Capabilities

Analytic capabilities provide the ability to track every marketing dollar to specific revenue outcomes.:

Easily quantify leads generated

Gain real-time insight to campaign performance

Associate responses to sales opportunities

Analyze campaign effectiveness and response

Oracle CRM Summary

Oracle CRM Summary

What is CRM?






The Selling Concept





Oracle Marketing Overview

Oracle Marketing Overview

Objectives:


Marketing Campaigns

Campaign Execution




Setting up Web ADI





Objectives

After completing this lesson, you should be able to do the following:

Identify marketing challenges

Define marketing goals

Explain the Oracle Marketing solution

Describe how Oracle Marketing fits in the E-Business Suite

List the benefits of using Oracle Marketing

Describe the main features and functions of Oracle Marketing

Identify the integration points for Oracle Marketing

Marketing Challenges

Analysis

Customer Insight

Performance

Management Multiple Channels

Shorter Cycle Times

Consistent Messaging

Optimal Collateral Use

Resource Constraints

Process Coordination

Precision Targeting

Information Accuracy

Execution

Results Capture

Cost Control

Planning

Marketing Goals

Drive Revenues

Identify the right customers

Offer targeted promotions

Reduce time to market

Automate standard business flows

Integrate marketing, sales, and financial processes

Optimize channel usage

Deliver consistent messages

Allocate leads to best channel

Oracle Marketing Solution

Customer

Information Analytics

Inventory Financials Pricing Sales Fulfillment

Marketing

Needs

Data Mining

Workflow-based process automation

Analyze Plan Target Execute Monitor

Responses

Leads Sales

Multiple Marketing Channels

E-mail Web Direct Phone Ads Prospects

Consistent

Messages

Where it Fits in the E-Business Suite

Single Customer Data Model

Oracle

Marketing

Business Benefits

Create and manage demand

Improve customer profitability

Keep marketing aligned with other segments of the enterprise

Measure marketing performance

Understand the competitive landscape

Features and Functions

The key features and functions of Oracle Marketing include:

Campaign planning and execution

Segmentation and List Management

Predictive Modeling and Scoring

Web Marketing

Budget and Cost Management

Promotion Management

Product and Pricing Management

Features and Functions

The key features and functions of Oracle Marketing include:

Deliverable and Message Management

Event Logistics Management

Response Management

Analysis and Reporting

Leads Management

Marketing to Partners

Robust Security

Integration Points

Oracle

Marketing

Sales

Telesales

Scripting

Proposals

iStore

PLM/Inventory

Content Manager

Advanced Pricing

General Ledger

Human Resources

Partner Management

Territory Manager

Discoverer

Data Mining/OP

Interaction History

One-to-One

Fulfillment

Leads Quoting/Order Mgt

Advanced Outbound Trade Management

Review Question

What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get real-time, accurate information?

A. End-to-End Process Automation

B. Single Customer Data Model

C. Diverse Architecture

Answer to Review Question

What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get real-time, accurate information?

A. End-to-End Process Automation

B. Single Customer Data Model

C. Diverse Architecture

Review Question

Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications?

A. Oracle Content Manager

B. Oracle One-to-One Fulfillment

C. Oracle Scripting

Answer to Review Question

Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications?

A. Oracle Content Manager

B. Oracle One-to-One Fulfillment

C. Oracle Scripting

Objectives


Identify marketing challenges

Define marketing goals

Explain the Oracle Marketing solution

Describe how Oracle Marketing fits in the E-Business Suite

List the benefits of using Oracle Marketing

Describe the main features and functions of Oracle Marketing

Identify the integration points for Oracle Marketing

Marketing Campaigns

Objectives


Define Marketing Campaigns

Implement Campaign Users

Create a Campaign Template

Describe the Campaign Approval process

Set up Marketing Mediums

Set up rules and security for Campaigns

What are Marketing Campaigns?

Campaigns are planning objects in Marketing

Each campaign contains a set of campaign activities

Custom setups can be used to configure campaigns for different activities and channels

Out-of-the-box key metrics are available for campaign tracking

Monitors can be configured and associated to automate complex multistage campaigns based on a condition or time

Campaigns in the Objects Hierarchy

Campaign3

Program

Campaign

Activity1

Campaign1

Campaign

Activity2

Campaign

Activity3

Campaign

Activity4

Campaign2

Implementing Campaign Users

Depending on the job functions, assign one or both of the following responsibilities to a Campaign user:

Marketing User

Creates campaigns, activities, programs, budgets and budget security

Provides access to the Campaign Workbench

Marketing Administrator

Performs all functions of the Marketing User, as well as administrative privileges

Ability to navigate from the Campaign Workbench to the Audience Workbench through links

Campaign Components

Geography

To indicate the location where a campaign will execute

Products

To associate a product or product family

Costs, Revenues, and Metrics

Seeded metrics are automatically available for a campaign

Metrics from associated activities roll up to a campaign

Campaign Components

Deliverables

Electronic deliverables are stored in Oracle Content Manager repository

Physical deliverables are stored manually as Inventory items

Budgets

Source funds for a Campaign

Enter an initial estimate

Make a budget request

Monitors

Automatically execute activities based on dates or specific conditions

Campaigns at Work

Scenario:

Vision Enterprises finds that sales of its laser printers are dipping in Western region. It plans to launch a series of activities as part of a focused campaign to promote the product.

It also plans another campaign to follow up with surveys and calls to its new laser printer customers.

Campaigns at Work

Campaign Westbound

Sales

Schedule

Web Ad

Print Schedule

Campaign Follow up

Dynamic

Recommendation

E-mail

Schedule

Telemarketing

Schedule

Setting up Campaign Templates

A Campaign Template provides the framework to create campaigns

Create a Campaign Template with the following information:

Name

Campaign Type

Campaign Approval Process

New Planned Concept Approval

Budget Line

Approval Budget Approval Active

Setting up Channels and Marketing Mediums

Marketing mediums are used within the execution of campaign activities

Marketing Mediums are associated to specific Marketing Channels

The Process flow is as follows:

Determine business requirements

Create a marketing medium

Associate the marketing medium to a specific channel

Create a campaign

Create a campaign activity

Include the marketing channel and medium as part of the campaign activity

Setting up Categories

Categories are used:

To group objects

As selection and search criteria to locate objects

To impose business rules

In the following marketing functional areas:

Deliverables

Metrics

Events

Budgets

Approval Rules

Setting up Geography

Define Geography – Location Type

Up to eight levels can be set up

Define Geographic Areas for the locations

Select Parent Geographic Area

Select a Type for the child area

Setting up Monitors

Monitors enable you to automatically execute activities on marketing initiatives when specific business situations arise

Set up Monitors based on:

Metric values of a single initiative

Metric values of two initiatives

Metric values of a custom query

Implementing Campaign Security

Team Security

Oracle Content Manager Security

Summary


Define Marketing Campaigns

Implement Campaign Users

Create a Campaign Template

Describe the Campaign Approval process

Set up Marketing Mediums

Set up rules and security for Campaigns

Campaign Execution

Objectives


Perform pre-campaign analysis using the Campaign Workbench

Place an activity in the objects hierarchy

Describe a Campaign Activity

Identify Activity Channels and Purposes

Define an Activity Template

Describe the Campaign Activity creation flow

Campaign Workbench

From the Campaign Workbench, a marketer can:

Setup activity templates

Perform pre-campaign analysis

Perform channel, media, and audience planning

Quickly design and execute marketing and sales activities

Track, review, and analyze marketing activities

Tools for Pre-Campaign Analysis

Campaign Dashboard

Activities Gantt Chart

Activities List

Campaign Hierarchy View

Campaign Dashboard Elements

Campaign Effectiveness bin

Review key campaign performance metrics

My Recent Activities bin

View your recently updated activities

Active Activities by Channel chart

Visual representing the percentage of activities executed via each channel

Shortcuts

Links to specific marketing and administrative functions


Gantt charts help to provide answers to such questions as:

Are we targeting the same set of prospects with many offers in the same time period?

Are we sending two emails to the same segment for the same product at the same time?


Gantt charts help review timelines for existing Campaign Activities.

Activities retrieved for review are based on specified search criteria. These can include:

Channel of execution

Segment targeted

Product promoted

Status of the Campaign Activities

Activities List

The Activities List functionality provides a list of existing Campaign Activities.

The following seeded searches can be used to search for activities:

My Activities

All Activities

Users can create personalized searches.

The list of activities can be viewed as a sorted set of activities.

For each activity in the list, activity reports can be viewed by drilling down using the Reports icon.

Campaign Hierarchy View

The Campaign Hierarchy View functionality can be used to:

Review existing campaigns

View Campaign Activities associated to a campaign in a hierarchical view

Drill down to view activity details

Create activities

Copy activities

Drill down to view activity reports

Campaign Execution

A Campaign is executed through Campaign Activities.

A Campaign Activity is associated with an Activity Template.

A Campaign Activity may be associated with a Purpose.

A Campaign Activity is executed via a channel.

Campaign Activity security is inherited from the parent campaign.

Activities in the Objects Hierarchy

Campaign3

Program

Email Campaign

Activity

Campaign1

Print Campaign

Activity

Call Campaign

Activity

Advertising Campaign

Activity

Campaign2

Activity Templates

An Activity Template provides the framework for a Campaign Activity.

It is associated with:

Channel of execution – one seeded template for each channel

Activity Purpose

Default List Templates

Activity planning requirements

Approval requirements

Campaign Activity Purposes

Marketers may choose from the following seeded purposes:

Cross Sell

Up Sell

Customer Acquisition

Customer Retention

Lead Maturation

Campaign Activity Channels

Campaign Activities are executed through different channels.

E-Mail Fax Direct Mail - Print Web

Telemarketing Advertisement

Activity Creation and Planning

Create Activity Associate Products/

Offers

Select Target Group

Associate Outbound

Collateral

Associate Supporting

Content

Update Tracking

Setup

Associate Notes Submit for Approval

Basic Activity Creation

Attributes to set for a Campaign Activity:

Activity Template

Purpose

Parent Campaign

Launch and End Dates

Repeating Option

Summary

You should be able to do the following:

Perform pre-campaign analysis using the Campaign Workbench

Place an activity in the objects hierarchy

Describe a Campaign Activity

Identify Activity Channels and Purposes

Define an Activity Template

Describe the Campaign Activity creation flow

Objectives


Identify the integration points for an e-mail survey

Describe a Content Type, Cover Letter, and Query

Explain Marketing/One-to-One Fulfillment integration

Explain Marketing/Scripting integration

Identify the steps for an e-mail-to-survey flow

Create an e-mail activity

Set repeating options for an e-mail activity

Identify and describe the steps needed to create a Direct Mail Print campaign activity

Business Scenario and Solution

Scenario:

The Marketing team wants to collect information on the usage and satisfaction rates of new customers using e-mail surveys. After waiting six weeks, the team wants to send out a direct mail with support and upgrade options to all the non-fatigued responders of the satisfaction survey.

Solution:

Provide the ability to collect data by using satisfaction surveys and product questionnaires, and generate in-house print campaigns to support direct mail channel execution. Preview fatigue to ensure contact with most of the responders.

Integration Points

For fulfillment, Oracle Marketing integrates with:

Oracle Content Manager

Oracle Scripting

Oracle One-to-One Fulfillment

Setting Up Collateral Content

Marketing collateral content consists of:

Fulfillment Queries

SQL statements that retrieve data from a database

Personalization tags used to merge retrieved data into cover letters

Content Types

Provide a framework for cover letters

Can be reused to create cover letters

Cover Letters

The actual outbound content for an activity

Contain various content blocks defined by the associated content type

Fulfillment Queries

Query is associated

to a template

Cover letter is created

based on the template

Administrator

Creates a Query

How Fulfillment Queries are Used

Query retrieves data

from the database

Cover letter is associated

to an e-mail activity

A personalized

e-mail goes out

to customers

Activity

executes

The Mail is merged

Fulfillment Query is

executed

Setting Up Content Types

Map Stylesheet

to Content Type

Map Content

Type to Channel Specify

Attributes for

Content Type

Enter Basic

Content Type

Details

Activate

Content Type

1 2 3

4 5

Cover Letters

Represents the actual outbound content

Content is dependent on the associated Content Type attribute

Stored in the (OCM) repository

Must be approved in OCM before marketers can use them with a campaign activity

If a cover letter is created within Marketing, it is submitted for approval and later approved in OCM

Can contain Click-Through Destinations (CTD) for the e-mail channel

Marketing – Scripting Integration

Scripts

help marketers interact with customers and prospects.

help in consistent communication through guided interactions.

Enable personalized interactions with customers.

Scripts are enabled in Marketing via CTDs.

Seeded scripts are available for Marketing.

Interaction data is available for analysis via activity operational reports.

Marketing – Scripting Integration

Adapt seeded

script or author

a new one

Script Author Marketing Manager Customer

Deploy script to

the database

Link script to

campaign

activity

Execute

campaign

activity

Respond to

campaign

activity

Interact with

script Review activity

reports

Marketing – Fulfillment Integration

Provides Marketing with a mechanism for managing fulfillment of direct marketing e-mail, print, and fax campaign activities

A Fulfillment Server processes Marketing requests by:

Identifying the server, content, and channel

Compiling the personalized content

Determining recipients of e-mail, fax, or print mail

Determining recipients and fulfilling collateral

Sending print documents to an in-house printer (or sending out the e-mail or fax to customers)

Updating Fulfillment History and Interaction History

Marketing – Fulfillment Integration

Marketing Fulfillment API

Fulfillment

Server

Fulfillment

media

Customers

Advanced Queue

Request sent

to media enablers

Request

processed

Request

sent

E-mail, fax, or

print mail goes out

E-mail to Survey Flow

Create e-mail

activity

Set repeating

option

Create /associate

cover letter

Activate campaign Enable Web script Review survey

responses

Creating an E-mail Activity

To create an e-mail activity:

1. Navigate to the Campaign Workbench, select the Email template, and enter relevant attributes

2. Optionally, select a purpose

As the e-mail campaign is the mechanism for sending out a survey to new customers, the purpose ―Customer Retention‖ may be selected

3. Associate the activity to a parent campaign

Enables metrics rollup for reporting and analysis

Setting Repeating Options

Repeating options enable planning and setting up of activities once, but activities repeat at a specified frequency.

Metrics generated from activity iterations are tracked at the parent campaign level.

Associating Products

The product for the survey is associated to the activity.

The target product is associated to the activity from the Offering mid tab.

A product must be associated to the parent campaign for it to be available for association to a campaign activity.

Creating a Target Group for the E-mail Activity

The target group for the e-mail activity is a segment consisting of new customers.

Segmentation conditions are set up in the Target Group mid tab.

The List is generated in the Full Refresh mode.

Associating Collateral Content

E-mail cover letters are the collateral associated with e-mail activities.

Cover letters are stored in the OCM repository.

Access to OCM folders is needed to be able to select live and approved content.

Cover letter components depend on the associated Content Type, and may include header block, body, content block, and footer block.

Necessary query tags can be inserted for mail merge in the e-mail body.

A CTD must be defined to associate the survey script to an e-mail

activity.

Specifying CTD for a Survey

The e-mail body includes a hyperlink, inviting the customer to take a survey.

A survey is enabled by using the Go to Web Script CTD action and selecting from a list of deployed surveys.

Customer interaction with the survey is tracked and reported via activity operational reports.

Submitting an Activity for Approval

When an e-mail activity is submitted for approval, notifications are sent to approvers.

Notification

Sent

E-mail Activity Approver

Approves

E-mail and Survey Reports

Reports for tracking and analysis provide information on:

Performance metrics

Web specific details

Includes activity repeating details

CTD analysis

If the option to track CTDs is enabled

Offer Utilization Report

Drill down to view the product associated

What are Fatigue Rules?

Fatigue rules prevent marketers from over-contacting customers.

They define maximum permissible contacts within a specified time period.

Two types of fatigue rules can be defined:

Global

Channel specific

Fatigue rules are applied when the target group for a campaign activity is generated.

Fatigued customers are suppressed from the target list.

Applying Fatigue Rules

Marketers can:

Preview activity-level fatigue

To determine if an optimum number of customers are available for targeting

Drill down to view fatiguing activities

Override Fatigue Rules

Not all communication is fatiguing

Not all communication is optional

Track fatigue for a campaign activity

To track each contact for every customer in the target group

Record the date and channel of contact

Fatigue Rules Execution

For activation

date, look up

fatigue count for

eligible target

group entries

Apply Fatigue

Rule

Execute activity for

non fatigued

customers

Remove

fatigued

customers

Increment contact

count for each

contacted customer

Previewing Fatigue

The Preview Fatigue functionality provides information on the total number of customers available to market to and the total number of fatigued customers for a date range.

Fatigue counts are tracked for target group members of currently queued activities.

Projected counts can be used to adjust the activity start date, and optimize targeting.

Follow Up Print Mail Flow

Create Print

Activity

Create PDF/RTF

content Activate campaign

Create target

group of

responders

Preview fatigue

and adjust

activity dates

Creating a Direct Mail Print Activity

To create a Direct Mail Print Activity:

1. Select Activities in the Campaign Dashboard

2. Select Create Activity in the Activities Window

3. Select the Print – Direct Mail Template

4. Enter the relevant attributes

5. Associate the activity to a parent campaign

6. Enter activity dates

Creating a Target Group for the Print Activity

The target group is a segment consisting of responders to an earlier e-mail survey

The segmentation conditions are available in the Target Group mid tab

The List is generated in the Full Refresh mode

Associating Collateral Content

Print content is stored in the OCM repository.

Access to OCM folders is needed to be able to select live and approved content.

A Content Type for the Print channel must be selected to search or create Print collateral.

Cover letters for the Print channel may be PDF or RTF files.

Necessary query tags may be inserted as merge fields in the PDF/RTF documents.

Recipient information may be downloaded to .csv files for printing labels.

Setting Up Printing

Print Servers and Printers are set up in Oracle One-to-One Fulfillment.

Print Servers are configured for:

Right Fax printing

High Quality Printing using Pasta Printers

Print Servers are associated with the Fulfillment Server.

Printers and Captaris Right Fax are configured for fulfilling print and fax requests.

Submitting the Print Activity for Approval

When a Direct Mail Print Activity is submitted for approval, notifications are sent to approvers.

Notification

Sent

Print Activity Approver

Approves

Summary


Identify the integration points for an e-mail survey

Describe a Content Type, Cover Letter, and Query

Explain Marketing/One-to-One Fulfillment integration

Explain Marketing/Scripting integration

Identify the steps for an e-mail-to-survey flow

Create an e-mail activity

Set repeating options for an e-mail activity

Identify and describe the steps needed to create a Direct Mail Print campaign activity

Objectives


Identify the integration points for a telemarketing campaign

Create a telemarketing campaign activity

Define Marketing metric calculation types

Associate metrics to a campaign activity

Describe how a telemarketing activity is executed


Scenario:

The Product Marketing team wants to leverage its telemarketing arm to promote laser printers and try to increase the cost effectiveness of its call blitzes.

Solution:

Enable the team to create a telemarketing activity, and associate the required metrics for tracking and analysis.

Telemarketing Activity Flow

Create telemarketing

activity and associate

target list

Activate

campaign Associate tracking

metrics

Integration Points

For the telemarketing flow, Oracle Marketing integrates with:


Oracle TeleSales

Creating a Telemarketing Activity

To create a Telemarketing campaign activity:

1. Navigate to the Campaign Workbench

2. Select the Telemarketing template and enter relevant attributes

3. Associate the promotional product

4. Associate collaboration content that must go out to telesales agents

5. Associate Tracking Metrics

6. Submit the activity for approval

Defining Tracking Metrics

Metrics:

Are measurements for tracking the effectiveness of marketing activities.

May be associated with programs, campaigns, activities, events, and so on.

Include both forecast and actual values.

Are either manually input or automatically calculated.

May be classified as:

Costs

Revenues

Metrics (responses, leads, opportunities, and so on)


Metrics are organized into hierarchies

Summary – within the same object

Rollup – across marketing objects

Total Direct

Cost

Total Cost

Total Indirect

cost

Postage

Cost

Creative

Cost

Campaigns

Program

Events

campaign activity

Summary Rollup


A number of commonly used metrics for a marketing object are seeded and deployed via Metric Templates.

Custom metrics can be created by administrators to meet specific business requirements.

The Metrics Refresh process runs periodically to refresh forecast, actual, summary, and rollup metrics.

Metric Calculation Types

Manual

Both forecast and actual values are user inputs

Function

Receives actual values from a PL/SQL function

Summary

Receives forecast and actual values from lower level metrics in the summary hierarchy


Roll Up

Helps evaluate marketing effectiveness

Receives forecast and actual values from lower level marketing objects

All child metrics must be in the same metric category – cost, revenue, response, and so on

Formula

Helps measure the performance of marketing objects based on composite values

Receives forecast and actual values based on metric formula definition


Control Group Analysis:

Enables the creation of two child metrics for a summary metric.

Enables lesser number of steps to set up metric infrastructure for Control Group Reporting.

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

Metrics Hierarchy – An Example

Associating Metrics to an Activity

Metrics are associated using the Tracking mid tab of the Campaign Workbench.

Costs, Revenues, or Metrics are the categories of metrics that can be associated with an activity .

For each metric category, Hierarchy and Details are the available views.

Seeded metrics are available based on metric templates associated with a specific marketing object.

Executing the Telemarketing Activity

Oracle Marketing integrates with Oracle TeleSales for the execution of a telemarketing activity.

To assign lists to Telemarketing agents, campaign activities are assigned to specific resources in Oracle TeleSales.

Marketing Performance Analysis

Out-of-the-box reporting of key metrics is available from the Tracking mid tab which leverage data from the E-Business Suite, such as Responses, Leads, Orders, Revenues, and so on.

Activity Operational Reports are available for the Telemarketing channel that report:

Performance metrics

Channel-specific information, such as those related to outbound content

Summary


Identify the integration points for a telemarketing campaign

Create a telemarketing campaign activity

Define Marketing metric calculation types

Associate metrics to a campaign activity

Describe how a telemarketing activity is executed

Objectives


Define Marketing Events

Describe the Events process flow

Identify the activities in each phase of the Events flow

Create Events and Event Schedules

View Events related intelligence reports on the Home page


Scenario:

The Marketing team wants to conduct road shows in the West Coast region to create awareness about Laser Printers as a support to the Sales initiatives planned for the region.

Solution:

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

Integration Points

For an Events flow, Oracle Marketing integrates with:


Oracle Scripting

Oracle Telesales


What are Events?

Marketing activities such as trade shows, seminars, or product launches that take place in physical locations

Can be stand-alone activities or part of a campaign

Executed via Event Schedules across geographies

San Francisco, USA Paris, France Chicago, USA

Product promotion

event

Events in the Objects Hierarchy

Program

Event Schedule1

Event Schedule2

Event1

Road shows

Event2

Seminars

Location1

Location2

Event Schedule3

Seminar2

Event Schedule4

Seminar1

One-Off Event

Campaign Campaign Activity

of type Event

The Events Process Flow

Create an Event

Executing an

Event

Tracking an

Event Planning an Event

Associate with

Program (optional)

Associate Product

Identify Audience

Define a Message

Request Event

Approval

Create an Event

Schedule

Setup Registration

Specify Venue

Define Agenda

Identify Resources

Generate Invite List

Define Fulfillment

Rules

View Metrics

View Roster

Associate Budget

Associate Metrics

View Dashboard

Execute Invitations

Request Approval

Planning an Event

Create an event

Based on the Setup Type selected, different attributes are available for the event

Optionally, restrict access to the Event by marking it as Confidential

Define if lead records must be created for attendees or registrants

Planning an Event

Associate a product or product family

Promote the product using the event

Use the product for reporting

Associate with event schedules

Associate a budget

Select the budget source

Specify the initial estimate

Budget approval comes from the budget owner

Define a message

To position a product

Planning an Event

Associate Costs, Revenues and Metrics

To track and measure event effectiveness

Associate event to a category

For reporting purposes

Categories are created by administrators

Associate with a campaign

To promote the event

Campaigns can have schedules of type Event

Submit event for approval

Goes through theme and budget approval

Executing an Event

Create Event Schedules

Events are executed via event schedules

Create event agenda tracks and sessions

Track view and date view available

Create tracks and sessions for the different activities on the agenda

Identify event coordinators

Resources who may act as event hosts, speakers, and so on

Executing an Event

Set up registrations

For specifying enrollment duration, event capacity, over book details, wait list capacity, and product pricing

Specify the invitation list

Can be based on a List, Segment, Workbook, or SQL query

List must be generated

Executing an Event

Specify venues

The physical location for an event

Each venue may have multiple rooms

Each room may be associated to a session

Rates are quoted for each room

Event planners use quoted rates to gauge forecasted costs for the event

Specify deliverables

Giveaways given to event participants

Executing an Event

Define fulfillment rules

Seeded fulfillment actions include:

Invitation

Registration Confirmation

Registration Cancellation

Wait List Confirmation

Venue Change

Event Date/Time Change

Event Cancellation

Fulfillment rules set up at the event schedule level override general fulfillment rules

Submit event schedule for approval

Executing an Event

Register participants

B2B and B2C members can be registered

Information is available about venue, event capacity, and numbers for registered, waitlisted, and cancelled registrations

Tracking an Event

View the Roster

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

View the Dashboard

Graphical representation of the roster

Registrant information available by Source, Country, Industry, and Job

Following Up on an Event

Generate Leads

Attendees

Registrants

Track the success of an event

View Marketing intelligence reports on the Home page

Summary


Define Marketing Events

Describe the Events process flow

Identify the activities in each phase of the Events flow

Create Events and Event Schedules

View Events related intelligence reports on the Home page

Setting up Web ADI

Objectives


Define Web ADI

Create a customized Web ADI layout

Implement Web ADI

Introduction to Web ADI

A tool to bring the Oracle E-Business Suite functionality to a spreadsheet

Spreadsheet interface is useful when a marketing campaign comprises multiple campaign activities

Campaign activity data can be exported to seeded Web ADI layouts and accessed externally for analysis

Seeded Web ADI Layouts

Activity Import

Activity Update

Schedule Media Planner

Custom Web ADI Layouts

Create a custom Web ADI layout using the following steps:

Copy a Seeded Layout

Customize the copy

Save the copy as a new layout

Implementing Web ADI

Use the seeded menu ‗AMS Web ADI Related Functions‘

To enable Web ADI for Marketing, enable the Grant flag for the menu and place it in a custom menu for Marketing.

The Web ADI menu contains the following functions:

Desktop Integrator - Define Layout

Marketing Activity - Export Integrators

Marketing Activity - Import Integrator

Summary


Define Web ADI

Create a customized Web ADI layout

Implement Web ADI

Objectives

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

Introduction

This lesson discusses the administration of the following setup groups:

Common Component Profiles

Custom Setups

Concurrent Programs

Marketing Responsibilities

Common Component Profiles

Profile options for common components

Depending on the common component, system profiles can be set at the site, application, responsibility, or user level

Classified as mandatory or optional depending on the administrative action

What are Custom Setups?

Custom Setups:

Determine how organizations use marketing objects.

Customize side navigation menus based on object-specific needs.

Creating a Custom Setup

Steps to create a custom setup:

1. Associate the setup to a marketing object

2. Select Activity Type and Activity

3. Make the setup available for selection while creating a marketing object

4. Allow Essential and Optional Grouping to enable navigation menu options

5. Set the source code suffix

6. Configure setup details

Implementing Marketing Responsibilities

Seeded Marketing Responsibilities:

Marketing User

Marketing Administrator

Concurrent Programs

AMS: Group Access Refresh

AMS: Team Access Refresh

AMS: Portal Cache Daemon

Loaded Geographic Hierarchies

AMS: Load Inventory Categories

Summary

You should be able to perform a variety of administrative and custom setups common to the entire Marketing application.

Objectives


Identify the mandatory and conditional dependencies for Oracle Marketing

Identify the optional integrations for Oracle Marketing

Introduction

This lesson discusses the prerequisite mandatory and optional setups that must be implemented before implementing Oracle Marketing.

Based on these dependencies, Oracle Marketing contains defaults and seed data that provide for an implementation with limited customization, configuration, and post-installation procedures.

Mandatory Dependencies

Mandatory dependencies are Oracle applications and modules that provide underlying infrastructure and support to Oracle Marketing.

For each dependency, the basic functions needed for Oracle Marketing must be set up before implementing Oracle Marketing.


Oracle Marketing

Oracle CRM Application Foundation


Oracle Applications Object Library

Oracle General Ledger

Oracle Human Resources

Oracle Inventory

Product Lifecycle Management


Marketing Calendar

Oracle TCA

CRM Application Foundation

Provides a common infrastructure to ensure that applications interact with key business objects in a consistent manner. The components include:

Resource Manager

To create resources, groups, roles, role types, and Employee Import

Task Manager

To create, assign, manage, sort, and prioritize tasks

Interaction History

The central repository for capturing and accessing all customer interaction data

One-to-One Fulfillment

Supports high volume electronic fulfillment of documents for e-mail, fax, and print activities

The following conditions must be met:

Fulfillment Server is created

Fulfillment Group is created

JTF Fulfillment Admin role is assigned to the Implementer

AMS: Enable Fulfillment is set to Yes

Applications Object Library

Enables multiple language and currency setup for the Oracle Marketing implementation

Enables setting up of users and responsibilities

When enabled, the set of languages and currencies to be used can be determined

General Ledger (GL)

Provides basic accounting information for Oracle Marketing

At least one organization and associated set of books must be created in GL

To implement GL, the following must be set up:

Accounting Calendar Types

Accounting Calendar

Currencies

Currency Conversion Rates

Currency Conversion Rate Types

Set of Books

Setting Up the Marketing Calendar

The Marketing Calendar is a generic calendar available to all Marketing users

Displays marketing objects based on statuses and time ranges

Different views are available to users

Needs to be centrally setup by

Assigning usage to Resource Group

Selecting Calendar display parameters

Running concurrent program for Calendar

Configuring User Profiles

Appropriate Accounting Calendar for the profile AMS: Marketing Calendar must be selected

Human Resources (HRMS)

HRMS setups to be performed include:

Determining the HRMS navigation path

Creating lookup values for organization type

Creating locations

Creating business groups

Creating organizations

Assigning security profile

Adding a legal entity, operating unit, and HR organization

Creating a business unit

Assigning multi-org responsibilities

Creating the Implementation User

To create Marketing users:

1. Create the employee

2. Define a user by adding responsibilities

3. Set the default application and responsibility

4. Import the employee

5. Grant access to Audience and Administration tabs

6. Update group access

7. Run the concurrent program AMS: Group Access Refresh

Oracle Inventory

Serves as the repository for product items in Oracle Marketing

Items reside in MTL_SYSTEM_ITEMS table

Requires one inventory organization to be identified – the default is Master Inventory Organization

The two types of Inventory products are:

Inventory Items – tangible items such as books or computers

Service Items – warranties, subscriptions, and contracts

Oracle Trading Community Architecture (TCA)

Serves as the single repository for all data about organizations, customers, contacts, partners, vendors, and relationships

Helps in creating lists and consistent delivery of messages across all channels

Product Lifecycle Management (PLM)

Oracle Marketing uses PLM for product cataloging and management. PLM’s single product hierarchy model provides an efficient and reusable catalog and product management system.

Create Product

Category

Create Product

Catalog

Add Product Categories to

Catalog

Add Marketing

Attributes

Run Concurrent

Program Map Categories

Setting up the Product Catalog

Oracle Content Manager (OCM)

Serves as the central repository for managing content types

Before creating the OCM directories, create a default directory by setting the OCM profile IBC: Default Home Folder

To integrate OCM and Marketing:

Create OCM directories

Grant directory privileges to users and groups

Setup approvals

Conditional Dependencies

The following Marketing and Partnering applications may be optionally implemented:

Oracle Trade Management: To automate and track funds management and promotional spending

Oracle Partner Management: To manage leads and track and share opportunities with partners

Oracle Leads Management: To automate and optimize prospect-to-sales conversion of leads across the enterprise

Oracle Territory Manager – Provides infrastructure to define territories


Web ADI – To complete E-Business Suite tasks such as familiar data entry and modeling techniques using a spreadsheet

Oracle Receivables - Records tax options and address validation information for customers

Optional Integrations

Optionally, Oracle Marketing can be integrated with the following applications to extend its functionality:

Oracle Data Mining

Oracle Sales

Oracle Telesales

Oracle Interaction Center

Oracle iStore

Oracle Scripting

Oracle Discoverer

Summary


Identify the mandatory and conditional dependencies for Oracle Marketing

Identify the optional integrations for Oracle Marketing

Objectives


Define Web Marketing concepts

Set Up Web Placements

Create a Web Campaign Activity

Use Web Channel Reports

What is Web Marketing?

Marketing campaigns that result in content being displayed on a Web page

In Oracle Marketing, these are campaign activities created for the Web channel

Web Marketing logic includes:

Which activities to run and in what order

What content will the activity render

What actions result when a Web visitor clicks the content

Web Marketing Roles

Two logical roles associated with Web Marketing:

Website manager

To set up and administer the Web site

To define the Web activity area

Marketer

To create Web campaign activities

To specify which activity renders content on which Web site

The seeded Oracle Marketing Super User responsibility allows users to create activities from the Campaign Workbench

Web Marketing Concepts

Application - the target Website

Web Placement - where content is displayed

Content - rendered text or image

Content Type

Content Item

Content Group

Style Sheet

Click-Through Destinations (CTD) - to define click-through action

Integration Points

For Web Marketing, Oracle Marketing integrates with:


Oracle iStore

Oracle Product Life Cycle Management


Scenario:

The corporate marketing team has determined that many ink jet printer owners are ready to upgrade from the 5-year-old ink jet model.

Solution:

Marketers deploy Web campaigns to up sell laser printers to its ink jet customers.

Web Campaign Process

Create Web

Placement

Create Web activity

and associate to Placement

Content is rendered

on Website

Activate

Placement

Activate

Activity

Web Placement

Is an area defined on a Website to display the content returned when a Web activity executes

Is set up by an administrator or Website manager

Many Web activities can be associated to individual placements

Only one activity can actually run in a Placement at any given time

Schedule to run a Web activity may be defined using either Random or Ordered methods

Only approved activities can run in a placement

Web Placement

Content Types define what content will be rendered in a Placement

Multiple Content Types may be associated with a Placement

Style Sheets define how content will be rendered in a Placement

A specific style sheet is associated for each Content Type

Default content can be specified

Setting Up Placements

To set up placements:

1. Define the Content Types for Placements

2. Select the target location

3. Select display method

4. Set Auto Publish on or off

5. Select default content

6. Save and change its status to Active

Web Ad Flow

Create Web Ad

Activity

Create Target

Segment

Select Content and

Specify CTD

Display Ad on iStore Activate Activity

in Placement

Steps to Complete the Flow

Steps to create a Web Ad Campaign activity:

1. Create an activity using the Web Ad template.

2. Associate the product to be promoted.

3. Create the target group.

4. Associate the Web Ad to a Placement.

5. Specify the CTD.

6. Submit the activity for approval.

7. Review reports after the activity executes.

Creating a Web Ad activity

To create a Web activity:

1. Navigate to the Campaign Workbench

2. Select the Web Ad template

3. Optionally, select a Purpose

4. Select parent campaign

5. Select Launch and End dates

6. Set other optional attributes as required

Associating Products

The product:

Is associated from the Offering mid tab

Should have been associated to the parent campaign

Provides the context for CTD definition

Associating a Web Ad to Placements

To associate a Web Ad to a placement:

1. Select the Application

2. Select a Placement

3. Enter a Title

4. Select the Content Item

Content may also be uploaded at the time of activity creation

5. Specify Click-through details

Specify Action

Specify Action Details

Creating a Target Group

A target group is created to define the audience for the Web activity

To create the target group, use the Advanced option

List is based on existing lists, segments, Workbooks, Imported lists, or Custom SQL

List Actions available are Include, Exclude, and Intersect - the first association must be Include

If needed, List Options may be specified

After specifying target group requirements, it must be generated

If necessary, List entries may be updated

Submitting the Activity for Approval

When a Web activity is submitted for approval, notifications are sent to approvers.

Notification

Sent

Web Activity Approver

Approves

Web Activity Reports

Reports available for tracking and analysis include information on:

Performance metrics

Web channel specific details

Click-through destination analysis

Summary


Define Web Marketing concepts

Set Up Web Placements

Create a Web Campaign Activity

Use Web Channel Reports

Objectives

After completing this lesson, you should be able to:

Identify the functional requirements that the business intelligence module meets

Identify and perform the implementation steps needed to enable Marketing Business Intelligence

Marketing Business Intelligence

Provides a set of reports to enable marketing professionals to make decisions throughout the marketing cycle

Provides visibility through various reports to key areas, such as campaign effectiveness, events effectiveness, marketing activities, lead quality, lead to opportunity, and so on

Two types of reports are available:

Marketing Intelligence reports

Leads Intelligence reports

Marketing Business Intelligence

Displayed as bins, reports, and charts on the Marketing Home page

The bins, reports, and charts displayed can be personalized using Oracle Applications Framework (OAF).

They contain summary information about key marketing activities.

Each bin, report, and chart has configurable parameters.

Links are available for recently accessed campaigns and events.

Marketing Intelligence Security

Utilizes the Oracle Marketing Security Model

For Marketing Intelligence

Members of the Oracle Marketing Administration group can access all the Marketing reports

Non-members of this group can view reports for all the Marketing objects to which they have access

For Leads Intelligence

Sales group managers and administrators can access the Leads intelligence reports corresponding to their group

Home Page Bins, Reports, and Charts

Implementation Steps

Set System

Profiles

Step 1

Define Marketing Calendar Periods

Step 2

Verify/Create

Lookups

Step 3

Associate Home

Page

Components

Step 4

Define Exchange

Rates

Step 5

Load Marketing

Facts for a First

Time Build

Step 6

Create Initial Build

of Materialized

Views

Step 7

Load Marketing

Facts from a

Previous Refresh

Date

Step 8

Refresh

Materialized

Views for Daily

Refresh

Step 10

Refresh

Materialized Views

for Initial Load

Step 9

Step 1: Setting System Profiles

BIM: Month Period Type

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

BIM: Quarter Period Type

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

BIM: Year Period Type

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

Step 2: Defining Marketing Calendar Periods

Marketing calendar periods are defined for the fiscal year containing the date two years prior to the start date

The Start Date is the first date for which data in the Bins, Reports, and Charts must be displayed

Month, Quarter, and Year periods are defined

Step 3: Verifying/Creating Lookups

Verify the key values for the following lookups:

AGGREGATE_BY

AMS_YEARS

AMS_QUARTERS

If using the Web response interface public APIs, verify or enter the key values for the following lookups:

AMS_RESP_ REJECT_REASON

AMS_RESP_ GRADE

Step 4: Associating Home Page Components

Configure the components that users see on the Home page when they log into Oracle Marketing

Multiple components can be associated to a responsibility

Multiple responsibilities can be associated to a component

Step 5: Defining Exchange Rates

Exchange rates must be defined between the transaction currency and the default currency

Rates between the currencies must be defined from the date the transactions will be loaded

Exchange

Rates

Step 6: Loading Marketing Facts for a First

Time Build

Execute this Request Set only for the first time load

The Request Set for a first time load consists of several concurrent programs :

BIM: Truncate all Facts – to remove previously loaded data in its entirety

BIM: Load Marketing Facts for the First Time – to load campaign, event, and budget data

Step 7: Creating Initial Build of Materialized

Views

Execute the Request Set only once, for the first time

To prepare the pre-built tables for all materialized views

Do not run for subsequent loads

Step 8: Loading Marketing Facts from a

Previous Refresh Date

The Request Set will load all the marketing facts from the previous refresh date

The Request Set should be run only once every day

The Request Set must be run each time facts are loaded or refreshed

Step 9: Refreshing Materialized Views

The Request Set used is:

BIM: Refresh Materialized Views

BIM: Refresh Materialized Views - Leads Intelligence

The materialized views are built for Campaigns, Events, Budgets, Key Performance Indicators and Marketing Activities

The Request Set must be run only after the facts are loaded


Step 10: Refreshing Materialized Views for

Daily Refresh


Refresh Materialized Views

Refresh Materialized Views - Leads Intelligence

Summary

You should be able to:

Identify the functional requirements that the business intelligence module meets

Identify and perform the implementation steps needed to enable Marketing Business Intelligence

Oracle Marketing Summary

Oracle Marketing Summary


Marketing Campaigns

Campaign Execution




Setting up Web ADI





Oracle Sales Overview

Oracle Sales Overview

Objectives:



Sales Security

Oracle TeleSales

Leads Management




Territories

Oracle Proposals


Opportunity Reports

Objectives


Describe the E-Business Suite

Associate job roles with the basic sales flow

Describe customer types

Describe the lead to order process


Procurement

Supply

Chain

Marketing Sales

Service

Order

Management

Financials HR

Customers,

Products, and

Everything Else!

Enterprise Roles in Sales Flow

TeleSales Agent Sales Representative

Sales Manager Sales Administrator

Two Types of Customer Relationships

Business-to-Business (B2B)

Business-to-Consumer (B2C)

Oracle Sales Flow

Capture/

Convert

Leads

Manage

Opportunity

Prepare

Proposal

Create

Forecast

Place

Order

Submit

Forecast

Prepare

Quote

Close

Opportunity

Sales

Campaigns

Oracle Sales Flow: Sales Campaigns

Launch

Campaign

Schedule

Follow-Up

on Leads

Find Target

Customers

Associate

Sales Kit

Set

Objective

and

Time Line

Create

Campaign

Schedule

Tie Schedule to Marketing Campaign

Set Selling

Product

Oracle Sales Flow: Capture/Convert Leads

Query or

Create

Leads

Create

Proposal

Review

Products

Review

Recent

Opportunities

Select a

Contact

Perform

Customer

Interaction

Determine

Interest

Close or

Convert to

Opportunity

Update

Lead Detail

Oracle Sales Flow: Manage Opportunities

Opportunity

Update

Opportunity

Detail

Create

Proposal

Contact

Detail

Create

Forecast

Add Product

Info to

Opportunity

Convert

Opportunity

to Quote

Oracle Sales Flow: Create Forecast

Group

Potential

Opptys

Review

Forecastable

Opptys

Update to

Reflect

Outcomes

Review

Total Oppty

Forecast

Update

Product

Category

Forecast

Add Notes Save

Forecast

Enter

Budget and

Revenue

Values

Oracle Sales Flow: Prepare Proposal

Enter

Proposal

Name

Select Due

Date

Select

Customer

Select

Template

Category

View

/Compare

Template

Components

Select

Template

Configure

Proposal

Details

Apply

Changes to

Proposal

Oracle Sales Flow: Prepare Quote

Configure

Products

for Quote

Check

Available to

Promise

Price

Quote

Manage

Quote

Approval

Present

/Negotiate

Quote

Customer

Credit

Check

Create

Proposal

Determine

Order

Details

Cross-Sell

/Up-Sell

Maintain

Customer

Information

Convert

Quote to

Order

Oracle Sales Flow: Place Order

Add

Products to

Cart/Quote

Enter

Billing

Info

Apply

Pricing

Adjustments

View/Accept

Terms &

Conditions

Submit to

Order

Management

Enter

Shipping

Info

Oracle Sales Flow: Close Opportunity

Select

Opportunity

Save

the

Changes

Select

Close

Status

Oracle Sales Flow: Submit Forecast

Submit

Forecast

View

Judgment

Summary

In this lesson, you should have learned how to:

Describe the E-Business Suite

Associate job roles with the basic sales flow

Describe customer types

Describe the lead to order process

Objectives

After completing this module, you should be able to:

Describe Oracle Sales applications like:

Sales and TeleSales

Quoting, Proposals

Territory Manager, iStore, Sales Contracts

Sales Supplements, Incentive Compensation

Sales Offline and Sales for Handhelds

List key features and benefits in Oracle Sales

List the mandatory dependencies in Oracle Sales

Explain the components of the Sales

Dashboard

Oracle Sales

Oracle Sales: Key Features

Business

Activities

Customer

Management

Competitor

Tracking

Customer

Analysis

Integrated

Product

Information

Multiple

Operating Unit

Access

Sales Team

Management

Configurable

Flexfields

Oracle Sales: Key Features

Managing

Opportunity &

Leads

Business

Hierarchy

Proposals &

Quoting

Forecasting Account

Plans

Sales

Offline

Incentive

Compensation Sales Coach

Oracle Sales: Benefits

Maximum productivity due to

reduced time demands for updates

Sales Dashboard promotes data

access

Company-specific terminology

visible

Promotes user focus

Oracle TeleSales

Prospect or

Customer

TeleSales

Agent

Universal Work

Queue eBusiness

Center

Oracle Quoting

Products

Prices

Terms Quote

Customer

Oracle Proposals

Generate dynamic proposals using templates.

Shorten sales

cycle by

reducing time

needed to

generate a

proposal

Project a

consistent high

quality

professional

image

Automate proposal

process and free

representatives to

work with

customers

Oracle Territory Manager

Customers Business Objects

Business Rules Sales Team

Oracle Sales Contracts

Oracle Sales Contracts supports all the stages of a contract

lifecycle including:

Establish Contract Standards

Author and Negotiate Contracts

Approve and Sign Contracts

Manage the Contract Lifecycle

Oracle iStore

Create and maintain sophisticated web stores.

Leverage power of Oracle Database and fully integrate with other

Oracle applications to provide a complete

e-Commerce presence.

Web

Customers

Oracle

Database

Oracle E-Business

Suite

Oracle Incentive Compensation

Quotas

Eligible Events

Payments

Formula

Oracle Sales Offline

Optimize sales time and give sales staff

information quickly and easily

Deliver disconnected laptop application

Provide sales functionality with a simple and

easy windows interface

Get better team selling when you

integrate with online Oracle Sales

Display conflict resolution and New

Items screens

Synchronize data

Oracle Sales for Handhelds

Key Features:

Uses the HTML browser on the handheld device to provide real-time

access to enterprise information.

Leverages native Personal Information Management (PIM)

applications available on handheld devices to manage

appointments, contacts, and tasks.

Provides contextual hyperlinks to real-time enterprise information

within the note section of appointments and contacts.

Outlook integration

Alerts feature sends information about

critical business events via SMS or e-mail.

Sales Dashboard

Provides access to various sales data and activities from a single

location

Displays an overview of your current sales efforts and business

data with links to access detailed information

The Dashboard displays information in the following areas:

Sales Funnel

Latest Submitted Forecast

Leads, Opportunities

Proposals, Quotes

Top Customers, Leads by Age

Cross-Sell/Up-Sell Campaigns


Oracle Sales depends on the following Oracle applications for

many of its underlying functions:

Oracle Applications Framework

Oracle General Ledger

Oracle Inventory

Oracle Product Lifecycle Management

Oracle Sales Daily Business Intelligence

Oracle Trading Community Architecture

Oracle CRM Application Foundation

Oracle Common Application Calendar

Summary

In this module, you should have learned to:

Describe Oracle Sales applications like:

Sales and TeleSales

Quoting, Proposals

Territory Manager, iStore, Sales Contracts

Sales Supplements, Incentive Compensation

Sales Offline and Sales for Handhelds

List key features and benefits in Oracle Sales

List the mandatory dependencies in Oracle Sales

Explain the components of the Sales

Dashboard

Sales Security

Objectives


Explain resources and roles

Describe the use of resource groups

Describe sales team security

What Are Resources?

Resources are defined as the employees and partners that are

used by the different CRM components to accomplish business

objectives.

Employees Partners

What Is Resource Manager?

Organize Team and Group Resources

Identify Resources as Salespeople

Import and View Resources

Assign Attributes to Resources

Create Teams and Groups

Resource Manager Key Terms

Resource Manager

Role Type

Role

Role Attributes

Sales Person

Group

Team

Define Role Types

Role type is a collection of roles associated with a particular

module.

Call Center Sales Telesales

Define Roles

A role can encompass one or more job

descriptions and job titles.

Field Service Representative

Sales Manager

Use roles to assign

responsibilities to

resources, resource

groups, and resource

teams.

Define Roles: Role Attributes

Each role is associated with one specific role attribute during role

creation.

This helps you group different roles together to define a resource

reporting hierarchy.

Admin

Member Lead

Manager

Create a Salesperson Automatically

When importing resources from Oracle HRMS to Resource

Manager, create a salesperson automatically using either the Import

Resources form or the Synchronize Employees concurrent program.

Oracle

HRMS

Resource

Manager

Import Resources

Create

Salesperson

Automatically

Create a Salesperson Manually

A salesperson is any person involved in the sale or

support of products and services.

Employee(Form)

Partner

Party

Supplier Contact

Resource Category

Imported Resources Create New Salesperson

Other (Form)

To Be Hired (Form)

Resource Category

Salespeople Required Info.

Sales Number

CRM Resources

Create a Salesperson Manually:

Roles and Groups Tabs

After assigning a sales number to a resource, enter additional

information for this salesperson.

Assign roles and groups as well as receivables information.

Role Salesperson Group Receivables

Information

Create a Salesperson Manually:

Receivables Tab

Use Receivables tab to enter salesperson information:

Range of dates in which the salesperson is active

Geo Override and Inside City Limits

Sales Credit Type

Accounting Flexfield

Territory Flexfield

Salesperson Receivables Information

User Responsibilities

Assign responsibilities to each user to control their

access to various sales modules.

• Sales User

• Sales Manager

• TeleSales Agent

• TeleSales Manager

• Oracle Sales Administrator

Modify Resource:

Roles, Groups, and Teams Tabs

Import a resource into Resource Manager and then

modify the resource by assigning appropriate roles,

groups, teams or other resource attributes.

Role Group Team Other Attributes

Linda

John Mark Carol

Sales Sales

manager

Sales Sales

representative

Role Type Role

Key

Accounts

West

Group

Define Resource Groups Overview

Resources can be organized into groups. The diagram

below shows the relationship between each member

role within a group.

Vision Model A Sales Group

Role Attribute

Manager

Member

Define Resource Groups

Member Details

Move Member

Member Roles

Resource Roles, Groups Roles, and

Group Member Roles

Roles Role Type

Sales Manager Sales

Sales Representative Sales

Telesales Agent Telesales

Group Roles

Resource Roles

Group Member Roles

in the TeleSales Group Sales Manager Sales

Helen Freeman

Alex Brown Jeff Walsh

Pat Smith

Jack William Frank Nelson

Jim Breen

West Regional Sales group

Sales group Telesales group

Product A group Product B group

Group Hierarchy

Resource Teams Overview

Model B

sales manager

Individual resource Groups Teams

New product

development group New model

development

team

Model B

support engineer

Define Resource Teams

Define a team in the Define Teams window and enter…

General Information

Team Members

and Member Roles

for Team

Team Roles

Team Used in

Application Areas

Sales Teams

A sales team is a group of sales users assigned to a customer,

lead, or opportunity.

Creator or owner of the record adds team members and

designates read-only or full access

Territory Assignment Program assigns team members

automatically based on defined rules

Summary

You should have learned how to:

Set up new users

Assign users to resource groups

Describe sales teams

Oracle Telesales

Objectives

After completing this module, you should be able to:

Describe setups to make Oracle TeleSales and Oracle Sales

interoperable

Explain the differences between Oracle TeleSales and Oracle

Sales

Describe setting up Universal Work Queue

Enable Interaction Tracking and Wrap-up

Oracle TeleSales

Prospect or

Customer

TeleSales

Agent

Universal Work

Queue eBusiness

Center

Oracle Sales and Oracle TeleSales

Interoperability

TeleSales

Sales

Profile

Options Profile

Options

OS: Activate Sales Interoperability

Differences Between

Oracle TeleSales and Oracle Sales

Sales Methodology

Converting Leads to

Opportunities

Role and Address in Sales

Team

Customer Sales Team

Rolling Forecast

Marketing

Campaigns/Offers

Additional Differences Between


Freeze Flag

Close Competitor and

Comment

Customer Budget and Status

End Customer and Address

Projects and Decision Time

Frame

Accept or Reject Leads

Further Differences Between


Concurrent Updates

Attachments

Incentive Compensation

Field Sales Reports Access

Lead and Opportunity Currency

Account Plans and Strategic Information

Multi-Org Access

View quotes across all organizations

Create quote for assigned organization

Choose product and operating unit for a quote

Set Up Universal Work Queue

Set Basic Profile Options

What nodes can you see?

Rearrange node sequence

Set up screen pop for telephony


What activities to track

Defaults

Automatic Tracking

Simultaneous Interactions

Wrap-Up Outcomes

Summary

In this module, you should have learned how to:

Set up Oracle TeleSales and Oracle Sales to be interoperable

Explain the differences between Oracle TeleSales and Oracle

Sales

Configure Universal Work Queue for TeleSales


Lead Management

Objectives


Define Leads Management

Identify Multiple Sources for Leads

Set up the Interaction Mining Engine

Explain how leads are qualified, ranked, and assigned

Convert a lead to an opportunity


Leads

Opportunity Quote Order

Sales Inquiry Salesperson

Leads from Multiple Sources

Oracle Scripting Oracle iStore Marketing Campaigns

Interactions Partner Referrals Telemarketing

Capturing and Cleansing Leads

Capturing and Cleansing Leads involves the following:

Importing Leads

Setting up Data Quality Management (DQM) Matching Rules

Setting Profiles for the concurrent program

Running the concurrent program

Customer and Leads Data Quality

Import Lead Process

AS_IMPORT_INTERFACE

table

Import Sales Lead

concurrent program

TCA Registry

.csv File Flat file

Use HTML Interface Run the Concurrent Program

Data Quality Management (DQM)

The Import Sales Lead concurrent program uses DQM to compare the imported data with the TCA registry for duplicates.

Rule-based matching is performed using DQM.

Rules used are dependent on the profiles set.

If the imported record is not a duplicate, a new record is created

in the TCA registry.

Setting Profiles for the Concurrent Program

The Import Sales Lead concurrent program uses the following

profiles to select the rules to run and process leads:

OS: Use DQM Rule code to match Party

OS: Use DQM Rule code to match Person

OS: Use DQM Rule code to match Contact

OS: Default Resource ID Used for Sales Lead Assignment

OS: Auto Assigning from Lead Import

OS: Auto Ranking from Lead Import

Customer Data Quality

Imported

Customer

Record

Concurrent

Program &

DQM Rules

Search for a

matching record

TCA registry

with records

Is there a

matching record?

NO

TCA registry

with the new

record added

Leads Data Quality

Deduplication Rule

Matches

records between

AS_IMPORT_INTERFACE

table

AS_SALES_LEADS

table

Unique Lead record

added to

AS_SALES_LEADS table

Interaction Mining Engine

Functioning of the Interaction Mining Engine

Mining Behavior of the Engine

Linking an Interaction with a Lead

Linking an Interaction without a Lead

Setting up Interaction Types

Interaction Selection Rule Sets

Functioning of the Interaction Mining Engine

Provides the mechanism to mine and evaluate customer

interactions and responses for sales follow up.

Rules can be set up to determine the marketing interactions that

must be evaluated to generate sales leads or to enhance the

quality of existing leads.

Uses:

Interaction Types and Scores

Interaction Score Threshold (IST)

Mining Behavior of Engine

The Interaction Matching Engine is driven by a rule set that has an

activation date range.

The Run Interaction Matching Engine to Match or Create Leads

concurrent program runs the Interaction Matching Engine at

scheduled times.

Based on the rule set, interactions are evaluated for their sales

potential.

Linking Interactions to Existing Leads

When an interaction is captured for linking, the Interaction Matching

Engine checks all the existing sales leads to match the interaction with

a lead. The interaction is matched with leads based on the following

criteria:

Creation Date Range

Lead Status

B2B and B2C

Linking Interactions without Leads

A lead is generated if:

a matching lead is not found for an interaction and

the interaction score is equal to or greater than the IST score

A lead is not created if:

the interaction score does not meet the IST

the interaction is linked with other unique interactions for the same

party.

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

Processing Leads

Three engines make up the Leads Processing Engine:

Qualification Engine

Rating Engine

Channel Selection Engine

Each engine has the following components:

Rule Set Details

Rules

Attributes

Lead Processing Engines

Qualification Engine

A lead is qualified or disqualified. All qualified

leads move to the Rating Engine.

Rating Engine

The Rating Engine ranks the leads based on their attributes, and

assigns them ratings. The rating helps the sales representative

decide the priority of a lead, and accordingly follow up with the

lead.

Channel Selection Engine

The Channel Selection Engine distributes leads to the

appropriate teams for follow up and action. Based on channel

selection rules and the lead attributes, a lead is assigned to a

channel.

Components of an Engine

Guards are used to group rule sets into domain-specific buckets

such as product-specific, campaign-specific, and country-specific.

Rules

After the correct rule sets are selected using the guards, the rules

within each rule set determines the conditions and action to be

performed.

Attributes of a lead are added to the rule.

Set Up Lead Qualification

The Qualification Engine determines whether enough

information is provided for a sales representative to follow-up on

a lead.

Manual Lead Qualification

User selects qualified check box

on lead in Oracle Telesales.

System Lead Qualification

Application evaluates data and

qualifies lead through leads

qualification rule engine.

Ratings are grades assigned to leads based on lead attributes

and rating rules.

When a lead is graded, you can prioritize your follow-up on the

lead.

Rating examples:

Hot, Medium, Cold

Grades A, B, C

A lead graded ‗Hot‘ or ‗A‘ might be given top priority.

Set Up Lead Rating

Set Up Channel Selection

Channels indicate the sales team that will manage a lead.

Based on channel selection rules and the lead attributes, a lead

is assigned to a channel.

Channel examples:

Inside Sales, Direct Sales, Indirect Sales, Partner

Based on the channel assignment, the appropriate sales team

manages the lead.

Set Up Lead Assignment

Assign a lead to a sales representative who will manage a lead.

Manual Lead Assignment

User manually assigns appropriate

resources to lead sales team.

System Lead Assignment

System assigns proper sales

representative to assign leads.

Set Profiles for Automatic Lead Assignment

Set these profiles to automatically assign resources to a lead

when a lead is created or updated:

OS: Assign New Lead

OS: Calendar Setting Required for Assignment

OS: Default Lead Marketing Owner

OS: Default Resource ID Used for Sales Lead Assignment

OS: Sales Team Creator Keep Flag

Set Up Lead Statuses

Lead Status allows the implementer to choose if a status is

used for leads or opportunities.

New In Progress Converted to Opportunity

Dead Lead Loss

Convert Lead to Opportunity

Lead

Lead

Lead

Lead Lead Opportunity!

Summary



Identify Multiple Sources for Leads

Set up the Interaction Mining Engine

Explain how leads are qualified, ranked, and assigned

Convert a lead to an opportunity

Objectives


Define opportunity management and its functions

Perform opportunity related setups

Define the Sales Funnel on the Sales Dashboard

Create an Opportunity

View Opportunity History

Opportunity Management Overview

Leads

Opportunity Quote Order

Sales Inquiry Salesperson

Product Hierarchy

Oracle Sales uses a product catalog common to all applications

across the Oracle eBusiness Suite.

Within the product catalog:

Create a product catalog hierarchy, assigning first level catalog

categories as components.

Within each component, assign categories and items.

Build and maintain product hierarchy with Oracle Product

Lifecycle Management.

Set Up Competitor Information

Within an opportunity, a sales representative can select competitor

information for a product.

Competitor information includes the names of competitors,

competitor products, and the win/loss status.

Competitor product information is set up in Oracle Trade

Management, and can be defined for a particular inventory item, for

an entire category of products, or for both.

Set Up Opportunity History Tracking

Opportunity History tracking is initialized using a concurrent

program and profiles.

History tracking cannot be extended after it is recorded. For

example, if a user has retained history for 10 columns, history is

available only for those columns, and the saved history cannot be

changed to display more columns.

Users with access to the opportunity can access the history

information as well.

Opportunity history tracking is shown in

three tables on the Opportunity History page-

Opportunity, Products, Non-Revenue

Set Up Win Probabilities

Win Probability indicates the representative's assessment of the

likelihood of achieving sales from a particular opportunity.

It is used in calculating weighted pipeline amounts (opportunity

amount multiplied by win probability).

Sales Methodology and Components

Sales Methodology is made up of Sales Stages.

Each Sales Stage has Sales Coaches.

Win Probability can be assigned to a Sales Stage.

Sales Methodology Sales Stages Sales Coaches

comprises comprises

Set Up Sales Methodologies

Opportunities can have sales methodologies attached to them. A

sales methodology has a predefined set of sales stages with an

associated set of tasks for each stage.

Sales Methodologies assist the sales representative in

maintaining a consistent process and adding best practices to the

sales cycle.

Sales Methodologies are used to capture essential information

throughout the sales cycle of opportunities.

Set Up Sales Stages

Sales stages represent the state of an

opportunity or lead in the sales cycle.

You can choose to use predefined sales

stages or create your own.

A set of predefined Sales Stages is included with Oracle Sales

and Oracle TeleSales.

Assessment Proposal Quote Close

Stage 1 Stage 2 Stage 3 Stage 4

Set Up Sales Coach

Sales Coach assists a user through a sales methodology stage.

Provides text instructions on how the step must be accomplished

Helps the sales representative capture important information about the

lead or opportunity

After sales stages are defined, you can define a sales coach, or

multiple sales coaches, for each stage.

Sales Coaches are created by setting up Sales Supplements in

Oracle Quoting.

Use a Sales Methodology

You can use a sales methodology by:

Selecting a Sales Methodology

Accessing the Sales Methodology

Entering data into Sales Coaches

Indicating when a Step or Stage is Complete

Sales Funnel on the Sales Dashboard

The sales funnel on the Sales Dashboard is divided into four

sections that can be linked to sales stages of a sales

methodology.

Each section link in the funnel displays a list of opportunities in

that particular sales stage.

The funnel graphic is limited to four sections.

You can assign one or more sales stages to each section of the

funnel graphic.

Define the Sales Funnel

1. Determine whether you want to assign sales stages from a

single sales methodology or from multiple methodologies

2. Link the sales methodology to the sales funnel.

Use the profile ASN: Dashboard Funnel Assigned Methodology

3. Designate which stages of the methodology must be mapped to

corresponding sections of the

funnel.

Use the lookup ASN: Dashboard Funnel Assigned Stages

Enable Currency Conversion

To display data in the sales funnel, you must enable currency

conversions.

Currency conversion enables users to:

Create Opportunities, Account Plans, and Forecasts in the required

currency

Display Amounts correctly on the Sales Dashboard

Set Up Opportunity Statuses

The status of an opportunity identifies the progress of the

opportunity, its eligibility for inclusion in forecasting, and controls

whether a win/loss indicator or close reason should be entered.

In order for an opportunity to be included in a forecast, the

opportunity status must be a status that is set up as forecastable.

You may use seeded statuses or create your own.


Opportunities track information such as:

Products the customer is interested in purchasing

Competitors for the opportunity

Potential close date

Sales stage

Opportunity Status

Sales teams can track the sales process from the time a lead is

qualified to when an order is created or an opportunity is closed.


You can view the history of an opportunity as it flows through the

sales cycle.

Opportunity history helps you make decisions about further action

with the opportunity. History details include:

opportunity header, product, and non-revenue product information

Opportunity history is available through personalization.

Set Opportunity Profile Options

A number of profile options control the behavior of the opportunity

classifications within the Sales applications.

Most profile options have default values that can be overridden

based on implementation needs.

Summary


Define opportunity management and its functions

Perform opportunity related setups

Define the Sales Funnel on the Sales Dashboard



Objectives


Define forecasting and forecasting terminology

Explain forecast related setups

Forecast as a Sales Manager and Sales Administrator

Overview of Sales Forecasting

Forecasting provides management with

an estimate of potential product sales for

a particular period.

The system uses opportunities to

calculate sales forecasts.

Forecast

Ways to Forecast in Oracle Sales

Oracle Sales provides sales organizations with flexibility to

manage their forecasts.

Managers can analyze forecast data from two levels:

Product Category

Opportunity

Forecasting Terminology

Product Category

Forecastable

Pipeline

Forecast Category Forecast

Product Hierarchy

Rolling Forecast

Weighted Pipeline

Won to Date

Worksheets

Set Up Forecast Categories

Forecast categories enable users to designate the product or

service families to be included in a forecast.

Forecast categories are comprised of product categories.

Opportunities are only included in forecasts if the product

category on the opportunity line is mapped to the forecast

category selected for the forecast.

Set Up Forecast Category Mappings

Forecast category mappings group together product categories for a

specific forecast category.

Typically, the highest level product category is mapped to the

forecast category.

Set the Defaults for Forecast Amounts

The default amounts in opportunity product line forecasts are

calculated using pipeline or win probability range

You can set the defaults for forecast amounts for opportunity lines

using the ASN: Forecast Defaulting Type profile option

The default for this profile option is Pipeline; the other valid value is

Win Probability

Forecast Categories and Product Hierarchy

Product Hierarchy is a logical classification of products that have

similar characteristics.

Forecast categories are groupings of product categories that

need to be forecast together.

Hardware Services

Accessories

Desktops

Laptops

Construction

Education

Support

Mapping Forecast Categories to

Product Hierarchies

Guidelines for product hierarchies and forecasting: Map each Forecast Category to those products in the hierarchy

nodes that do not have a parent.

End-date a Forecast Category mapping on a date that is a common

denominator for all periods. End-dating mappings in the middle of a

period causes the loss of saved and direct report submitted data.

Submit a forecast after a forecast period has ended. Users often

perform this action to reconcile the forecast with actual orders.

Set Up Web ADI to Enable Forecast

Opportunity Export

Oracle Sales enables users to export opportunities from the

Forecast page to a spreadsheet using Web ADI functionality.

This enables the users to quickly download to a spreadsheet all

opportunities that match the forecast parameters criteria using the

Export Opportunities button.

Forecasting as a Sales Manager

As a sales manager, your forecast is similar to that of a sales

representative, with the following differences:

Option to default Direct Report Submitted forecast values.

Inclusion of the name of your Direct Report who has forecast

ownership for each opportunity product line

In the Worksheet, you cannot edit opportunities owned by your

subordinates

Direct Reports Forecast Detail displays a summary of each direct

report's individual forecast, with a

link to additional details for each direct report.

Forecasting as a Sales Administrator

As a sales administrator, your forecast is similar to that of a

sales manager, with the following differences:

Have read-only access to a sales manager's forecast unless the

profile ASN: Forecast Sales Admin Update Access is set to Yes.

If this profile is set to Yes, you can save and submit forecasts on

behalf of the sales manager.

Forecast Page

The Forecast Page provides four parameters based on which

forecasts can be viewed.

Period Type

Sales Group

Period

Category

Summary

In this lesson, you should have learned how to:

Define forecasting and forecasting terminology

Explain forecast related setups

Set forecasting profile options

Objectives


Describe Sales Supplements

Explain the uses of Sales Supplements in Oracle Sales

Set Up Sales Coaches with Sales Supplements

Identify how to set up Account Plans using Sales Supplements

Set up Strategic Information using Sales Supplements

Sales Supplements Overview

Sales Supplement allows the capture of additional information

about a customer or customer‘s interest in a product.

It is a feature in Oracle Quoting and is setup in the Oracle Forms

UI.

Once setup is complete, Sales Supplement information is

accessible to sales representatives in the HTML and Forms UIs.

Sales Supplement templates can be associated

with a specific application, allowing users to

query for templates based on application.

Sales Supplement Hierarchy

A Sales Supplement template contains one or more sections.

Within each section is a component-response set.

For example, if the template is a questionnaire, within each section

there is a related set of questions and predefined responses.

Components and Responses

Component types in a Sales

Supplement template are:

Note

Header

Footer

Question

There are seven types of

responses:

Predefined Responses -

LOVs, Radio, Check Boxes

Text

Currency

Number

Date

Textbox — Supports medium

length text entries of up to 10

lines with 100 characters in

each line.

File Attachment

Create Sales Supplement Template

To create a sales supplement template:

1. Log in to Oracle Forms with the Quoting Sales Manager

responsibility.

2. Navigate to Quoting > Setup > Sales Supplement.

Using Sales Supplements in Oracle Sales

The Oracle Sales application uses Sales Supplements for:

Setting Up Sales Coaches

Setting Up Account Plans

Setting Up Strategic Information

Set Up Sales Coaches

Sales Coach is a set of questions associated with a sales

methodology. These questions are designed to help the sales

representative while working on an opportunity.

Sales Coaches are created by setting up Sales Supplements in

Oracle Quoting.

When you create sales supplement templates to use as sales

coaches, the templates must be created for the application Oracle

Sales by selecting the value

Oracle Sales – Sales Coach from the

Application menu.

Set Up Account Plans

Account plans contain information about key customers and

are used to maintain long-term relationships.

Use Oracle Quoting to create a sales supplement for the

application Oracle Sales-Account Planning.

ASN: Account Plan Sales Supplement Template: enter your new

supplement name

BIS: Primary Currency: Set to enable currency conversion for

revenue objectives

XML Publisher

Setting Up Strategic Information

Strategic information about a customer‘s contact can include the

degree of interaction, the contact‘s professional or personal

goals, and so on.

A template for recording the strategic information about contacts

is provided in the application.

You can also configure this template (or create a new one) to

meet your organization‘s needs.

Summary


Describe Sales Supplements

Explain the uses of Sales Supplements in Oracle Sales

Set Up Sales Coaches with Sales Supplements

Identify how to set up Account Plans using Sales Supplements

Set up Strategic Information using Sales Supplements

Territories

Objectives


Set up Oracle Territory Manager

Create geographic territories for Sales

Create named account territories for Sales

Set up the Territory Assignment Program

Oracle Territory Manager

Customers Business

Objects

Business Rules Sales Team

What Is a Territory?

A territory assigns business objects to

resources based on configurable business

rules.

Create territories based on:

postal code

country

vertical market

size of company

product expertise Territory

Defines

Who Owns

What

Role Based Security

Roles assigned to users determine what menu items

appear on the personal home page for each user.

Territory Management

responsibility

Sales Territory

User

Sales Territory

Administrator

Multi-Org Access

To set up multi-organization access control:

1. Create a global security profile in HRMS

2. Set the profile option MO: Security Profile for the Territory

Management responsibility to your new security profile

3. Run Security List Maintenance concurrent program

Enable Matching Attributes

For named account territories, enable the:

Customer Name Range

DUNS Number

Registry ID

Postal Code

Site Number

For geographic

territories, enable the

Postal Code

Set Up Export to Excel

Named account territories require ability to export to Microsoft

Excel. You can use spreadsheet to create any territory.

To set up export:

Install Oracle Web Applications

Desktop Integrator

Enable ―Initialize and script Active X

controls not marked as safe‖ in users‘

browsers

Load Geographic Data

To use self-service creation of geographic territories:

Purchase and load postal code information containing:

City

State or Province

Country

Postal Code

Use public APIs to load the information.

Named Account Territory Alignment

Proposed assignments

Metrics for visual comparison

DNB (Dun & Bradstreet) annual

revenue

DNB number of employees

Prior sales for the named account

Number of named accounts assigned

to the salesperson

Fairness calculation

Alignment

Components?

Set Up Alignment

Run Calculate Territory

Alignment concurrent program

to calculate data used for

metrics such as DNB total

revenue.

Run when there are

changes in the DNB data

and when new named

accounts are created.

Territory Types

Territory types are the building blocks

for all territories. They include:

The transaction types that the territory

type applies to, such as customers or

opportunities.

The matching attributes most likely to

be used to create territories of this

type.

Creating Self Service Geographic Territories

The territory administrator creates the initial geographic territory

and designates it as a self-service territory. Then only sales

managers can create and modify child territories.

1. Choose parent territory

2. Choose Geography type

3. Enter details

Geography Creation (Cont’d)

4. Add at least one sales

manager role

5. Add the individual sales

manager

6. Select access to each

transaction type for each

assigned sales manager

Geography Creation (Cont’d)

7. Add the geography

8. Run concurrent program to generate and activate the territory

Creating a Named Account Self-Service

Territory

The territory administrator creates the initial named account

territory in the same way as a geographic territory.

1. Choose parent territory

2. Choose Named Account type

3. Enter details

4. Add sales management roles

5. Define the sales role access to

transactions

Named Account Creation (Cont’d)

6. Select the party matching attributes

Company Name + Postal Code

Registry ID from Trading Community Architecture


Site Number

DUNS Number


7. Assign the sales manager

resource

Party Hierarchy from

Trading Community

Architecture

Add Named Accounts

8. Export organizations to spreadsheet and promote them to

named accounts

TCA Search

Results

Spreadsheet Territory

Name

Sales

Representatives

Organizations or Sites

Salespeople

Salespeople

Organizations

Sites

Named

Account

Territory

Steps to Using Spreadsheet

Use LOVs to select territories,

sales group and role, and

salespeople-groups-roles.

Changes

are

flagged

for

upload.

Customer Name + Postal Code

Map assignment rules to ensure territory wins

transactions for …

Exact business name and postal

code

Branches of same business

located in other postal codes

Entries for trade name as well as

business name

Other variations on business

name, such as an acronym

Duplicate entries of same business

name with slight variations

Concurrent Programs

There are three concurrent programs the administrator should

run periodically:

Synchronize Territory Assignment Rules (STAR): Builds the

territories

Calculate Territory Alignment Metrics

Named Account Territory Post Processing: Refreshes portals

Run Territory Assignment

Sales applications use three modes for territory

assignment …

Real-time Territory Assignment

Total Mode Batch Territory Assignment

Incremental Mode Batch Territory Assignment

Set Up Real-Time Assignment

OS: Enable Real-Time Customer Assignment

OS: Enable Real-Time Opportunity Assignment

OS: Enable Real-Time Lead Assignment

HZ: Execute API Callouts

Set Parallel Workers

Based on your data load and

system resources, set up how

many processes (parallel

workers) you want to launch

for each transaction type.

Summary


Perform implementation steps for Territory Manager

Use geographic territories for Sales

Use named account territories for Sales

Determine the concurrent programs needed

Oracle Proposals

Objectives


Describe Oracle Proposals

Describe key features

Define key elements of a proposal

Identify applications that integrate with Oracle Proposals

Set up the various components of a proposal

Create and Generate a Proposal

Overview of Oracle Proposals

Oracle Proposals allows users to generate dynamic proposals

using templates. With Oracle Proposals, businesses can:

Shorten sales cycle

by reducing the

time needed

to generate a

proposal

Project a

consistent and

high quality

professional

image

Enable sales

representatives to

work with customers

by automating the

proposal process

Understanding Proposals

Oracle Proposals help you position a product or service as a

possible solution to a customer‘s business need.

Proposal templates provide ready-to-use content, standardized

document layouts, and assembled information from the database

based on your needs.

Key Features

Guided Proposal

Content Building

Proposal

Document

Generation

Supporting

Document for

Proposals

E-mail Delivery

Proposal

Templates

Proposal

Component for

Standardized

Content

Dynamic Fields

Sales Team

Collaboration on

Proposals

Key Features with Integrations

Quoting

Leads Management

Content Management

Campaign Schedule Integration

Campaign Activity Integration

Opportunity

Customer

Territory Manager

XML Publisher


Resource Manager

Oracle Quoting

Oracle Contracts

Oracle Marketing

Oracle TeleSales

Oracle Sales

Oracle Interaction History



Configuring Oracle Proposals

The proposal administrator is responsible for creating and

maintaining proposal templates.

Proposal administration tasks must be performed before users can

create proposals.

Create

Proposals

Template

Categories

Dynamic

Fields

(optional)

Components Templates

Key Elements of a Proposal:

Set Up Proposal Components

Components divide proposal content into independent elements,

which can be reused in different proposals.

Individual components are combined into a template used to

generate a comprehensive proposal. Content elements can

include a Cover Letter, Cover Sheet, or Data Sheet.

A component can contain multiple files. Each file points to a

separate RTF file, with its own individual content style.

The RTF file holds the actual content including standard text,

graphs, or tables that are

used as standard text for the proposal.

Create Proposal Components

Components are created and individual RTF files are associated.

Only RTF files can be added to a component.

Oracle Proposals parses and validates files to check for all valid

dynamic fields and RTF construction.

You can create proposal components by adding files from the

desktop, or from Oracle Content Manager Folders or the Oracle

Content Manager Library.

Working with Proposal Templates from

Campaign Activities

A lead from a campaign activity, when executed, might become an

opportunity.

Campaign managers can associate proposal templates which can

later be used by the sales representative when working on an

opportunity created from the campaign.

You can publish and associate a template with a campaign activity.

Create Proposals

Apart from creating a standalone proposal, you can create

proposals from:

Customer

Lead

Opportunity

Quote

Working with Proposals

Creating a Proposal involves the following tasks:

Personalize Components

Add/Exclude Components

Change the Order of Components

Add Supporting Documents

Generating a Proposal

Proposal generation combines the various proposal components,

any added quotes, and the content of dynamic fields into one

RTF format document.

During generation, the parts of the proposal are validated and

checked for completeness, and a message displays if there are

any corrections to be made.

If all proposal elements are valid, another check is made to

decide whether to generate the document online or offline.

Set Profile Options

Set up profile options in:

Oracle Proposals



Summary


Describe Oracle Proposals

Describe key features

Define key elements of a proposal

Identify applications that integrate with Oracle Proposals

Set up the various components of a proposal

Create and Generate a Proposal

Objectives


Describe how to implement the connected browser in Sales for

Handhelds

Set up Outlook synchronization

Discuss features of Oracle Sales Offline

Set Sales Offline profile options

Describe the prerequisites for Sales Offline

Overview of Oracle Sales for Handhelds

The connected handheld browser provides real time access to

enterprise information.

Customers and contacts

Opportunities

Tasks and appointments

Enterprise

Outlook Synchronization

Users can use Oracle Sales synchronization to synchronize

information between laptop, desktop, or Pocket PC devices and the

eBusiness Suite. Oracle Sales Synchronization can be used to

synchronize:

Appointments

Tasks

Contacts

E-mail interactions (Desktop only)

Enterprise

Synchronization Devices

Synchronization functionality is provided specifically for:

Pocket PC devices running Windows Mobile 2003 or Windows

Mobile 5.0

Palm devices running Windows Mobile 5.0

Laptops or desktops with Windows 2000 or Windows XP

operating systems running Outlook 2000, Outlook 2002 (XP),

Outlook 2003

Alerts

Short Message Service (SMS) is a feature available with some

wireless phones that allow you to send or receive short

alphanumeric messages up to 160 characters. You can receive

alerts through SMS or via e-mail, or both.

Delinquent customers

Expiring service contracts

Escalated service requests

Implementing the Connected Browser

The connected browser needs no setup to work. You can make

changes in the following:

Set display for date range and number of characters

Customize the Dashboard search choice and action lists

Personalize the user interface

Implementing Outlook Synchronization

Set synchronization mode

Include details or links

Enable addition of contacts to

appointments

Set categories

Enable Preferences menu

Overview of Oracle Sales Offline

Provide agents information they need quickly and easily...

Deliver a disconnected laptop application

Provide sales functionality through simple and easy

windows interface

Integrate easily with Oracle Sales for better team selling

Synchronize data

Display conflict resolution and new items screens

Sales Offline Profile Options

General System Profiles

User Preference Profiles

Synchronization Time Profile

Price List Lines Profile

Improve Load Time Profiles

Synchronization Profile

SSL Profiles

SSO Profile

Quoting Default

Lead/Opportunity Owner

Date Picker

A date picker is available for the

calendar.

Date picker for date fields

Time picker for time fields

Date time picker for date and time

fields

Product Dependencies/Prerequisites

Oracle Applications

Oracle Sales

Oracle Quoting

Oracle Web Applications

Desktop Integrator

Desktop Requirements

Desktop Recommendations

Summary


Implement the connected browser in Sales for Handhelds

Set up Outlook synchronization

Explain features of Oracle Sales Offline

Set Sales Offline profile options

List the dependencies for Sales Offline

Opportunity Reports

Objectives


List and access the opportunity reports

Understand the information provided by these reports

Implement opportunity reports

View opportunity reports

Opportunity Reports

The Opportunity reports enable you to:

View key opportunity data

Filter report data by forecast owner and sales team

Examine specific opportunities in detail

Examine flexfield values for opportunities

View opportunity age

View time duration for opportunities

Customize report parameters to use the parameters specific to

your data needs

Navigate to the Oracle Sales application from the report

Opportunity Reports

Opportunity Reports display results based on the criteria

chosen in the report parameters. The list of reports are:

Opportunity Summary

summary of opportunities by product category

Opportunity List

detailed list of the opportunities

Opportunity Detail

detailed information (including flexfields) on selected opportunities

from the Opportunity List report

Opportunity Aging

enables you to analyze the aging trends for opportunities meeting

the criteria of the report parameters

Implement Reports: Profile Options

Set these profile options:

ASN: Forecast Sales Credit Type

BIS: Base Domain Name Value

BIS: Mailing LDAP Server

BIS: Mailing SMTP Server

CRM BIS: GL Conversion Type

CRM BIS: Period Set Name

Implement Reports: Lookups

Set these lookups:

BIL_TX-WIN_PROB

BIL_TX_WIN_PROB_LK

Implement Reports: Run Concurrent Program

Run the concurrent program:

Refresh of Opportunity Status Aging Summary Table

Accessing Reports

Sales representatives have access to the following reports:

Opportunity Summary

Opportunity List

Opportunity Detail

Opportunity Aging

Sales managers have access to the following reports:

Opportunity List

Opportunity Detail

Opportunity Aging

Opportunity data access is based on the forecast owner and

sales team

Summary


List and access the opportunity reports

Understand the information provided by these reports

Implement opportunity reports

View opportunity reports

Oracle Sales Summary

Oracle Sales Summary



Sales Security

Oracle TeleSales

Leads Management




Territories

Oracle Proposals


Opportunity Reports

CRM Program Using Oracle EBS_Student Guide

Documents

Transcript of CRM Program Using Oracle EBS_Student Guide