Oracle CRM Implementation CheckList

Oracle CRM Application FoundationImplementation Verification ChecklistsRelease 11i

April 2002Part No. A97381-01

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Copyright All Rights ROracle is a registered trademark of Oracle Corporation. Other names may be trademarks of their respective owners.

2002, Oracle Corporation.eserved.roductionocument consists of the following:

ction 2, "Setup Verification of non-CRM Modules" contains a checklist tasks to perform to verify that certain non-CRM modules are talled and functioning correctly before you implement the CRM plication Foundation modules. (Table 1, "Non-CRM Application

rification Checklist")

ction 3, "Verification Procedures" contains step by step procedures for e tasks listed in Table 1, "Non-CRM Application Verification ecklist".

ction 4, "Verifying Your Application Foundation Implementation" ntains a checklist of tasks to perform after you have implemented the M Application Foundation modules, to verify that the modules are

nfigured properly and functioning correctly. (Table 2, "CRM plication Foundation Verification Checklist")

he following:

rform the steps listed in Section 2 before you implement the CRM plication Foundation modules.

rform the steps listed in Section 4 after you implement the CRM plication Foundation modules.

checklists are also listed in the Oracle CRM Application Foundation entation Guide.

2 Setup Verification of non-CRM ModulesBefore attempting to run CRM applications, first verify that you can perform the tasks outlined in Table 1, "Non-CRM Application Verification Checklist". The listed tasks are generic tasks that are typical of all users of the Oracle E-Business Suite. Depending on your business processes, and the modules that you are installing, not every listed task is applicable to your installation.

The foneed tthe tas

Table 1

Applic

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OracleResouManag(HRM

OracleResouManag(HRM

Oracle 2

llowing table describes the non-CRM application module tasks that o be performed, and which CRM modules require the completion of k before implementation.

Non-CRM Application Verification Checklist

ation Task CRM Module

cation Object y (AOL)

1. Creating an FND user

2. Assigning AOL responsibility to the user

3. Setting user, application, responsibility, or site profile options

Resource Manager

Territory Manager

Task Manager

HTML Calendar

Forms-based Calendar

Notes

Escalation Manager

Business Rule Monitor

Assignment Manager

Human rces ement System

S)

Creating an employee Resource Manager

Task Manager


Escalation Manager

Human rces ement System

S)

Creating a new business unit Resource Manager

Receivables 1. Creating a customer

2. Creating a new organization

Resource Manager

3 VeYou msuccesto com

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Oracle Workflow Creating a workflow with notifications

Resource Manager

Task Manager

HTML Calendar

Notes

Oracle

Oracle

Order

OracleLedge

Table 1 Non-CRM Application Verification Checklist

Application Task CRM Module 3

rification Proceduresust be able to complete each of the following non-CRM tasks sfully for your CRM applications to work properly. If you are unable plete a task successfully, then correct the problem before continuing.

reating an FND Userm the following steps to create a FND user in the Application Object y.

enceApplications System Administrators Guide, See Chapter 2, Managing Applications Security

quisites

Escalation Manager


Inventory 1. Defining categories

2. Defining products and platforms

3. Defining unit of measure classes

4. Defining unit of measure

Resource Manager

Task Manager

Assignment Manager

Purchasing Creating a supplier contact Resource Manager

Management Defining sales credit type Resource Manager

General r

Setting up accounting flexfields

Resource Manager

ResponsibilitySystem Administrator

NavigationNavigate to Security > User > Define.

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the User window, enter a new user name in the User Name field.

ter a password in the Password field.

-enter the password for verification.

lect the employees name from the list of Values (LOV) in the Person ld.

the Responsibilities sub-tab, select the CRM HTML Administration ponsibility from the drop-down list of values.

ve the new user.

ify that the user setup is successful, perform the following steps:

gin to your Personal Home Page as the newly created user.

ter your new password when prompted.

ould now be able to access the Personal Home Page for this user.

ssigning AOL Responsibilities to the Useronsibility defines an application users current privileges while g with Oracle Applications. When an application user signs on, they responsibility that grants certain privileges, specifically:

e functions that the user may access. Functions are determined by e menu assigned to the responsibility.

e concurrent programs, such as reports, that the user may run.

e application database accounts to which forms, concurrent ograms, and reports connect.

nnot delete a responsibility because this information helps to provide it trail. You can deactivate a users responsibility at any time by

Note: For this user to have access to HTML applications, you must set additional profile options as detailed in the Oracle CRM Application Foundation Implementation Guide manual.

setting the End Date to the current date. If you wish to reactivate the responsibility for the user, change the End Date to a date after the current date, or clear the End Date.

After creating the FND User, perform the following steps to assign the user AOL responsibilities.

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enceing People Using Oracle HRMS (US), See Chapter 1, Employee ement

quisites

nsibility Administrator

ationate to Security > User > Define.

ith the user information populated in the window, select the sponsibility field in the Responsibilities tab.

lect the necessary responsibility from the List of Values (LOV).

fine the Effective dates.

ve your work.

etting User Application, Responsibility, or Site Profile ns profile is a set of changeable options that affect the way your ation looks and behaves. As System Administrator, you control how Applications operate by setting user profile options to the values ant. You can set user profile options at four different levels: site, ation, responsibility, and user.

reating the FND User, perform the following steps to set profile s.

ReferenceManaging People Using Oracle HRMS (US), See Chapter 1, Employee Management

PrerequisitesNone

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ationate to Security >Profile > System.

the Find System Profile Values window, Enter the profile option you nt to set and click Find.

e System Profile Values window opens with the profile option you rched for.

t at least one of the following:

Set the Site value.

This field displays the current value, if set, for all users at the installation site.

Set the Application value.

This field displays the current value, if set, for all users working under responsibilities owned by the application identified in the Find Profile Values block.

Set the Responsibility value.

This field displays the current value, if set, for all users working under the responsibility identified in the Find Profile Values block.

Set the User value.

This field displays the current value, if set, for the application user identified in the Find Profile Values block.

You should set site-level default values for any required options after installation of an application. If you do not assign a particular profile option at any of the four levels, that option does not have a

default value and may cause errors when you use forms, run reports, or run concurrent requests.

3. Save your work.

3.4 Creating an EmployeeTo successfully run most of the CRM products, you must first create emplo(HRMminim

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yee resources within the ERP Human Resource Management System S) application. Perform the following steps to define an employee for al functionality.

enceing People Using Oracle HRMS (US), See Chapter 1, Employee ement

quisites

nsibilityMS Manager or US Super HRMS Manager

ationate to People > Enter and Maintain.

ick New In the find window.

e People window opens.

ter the following employee information in the appropriate form lds:

Last Name

First Name

Title

Note: If Oracle HRMS is not installed, then you must enter a new employee using the Enter Person form by navigating to Resource Manager > Maintain Employee > Employee.

3. Select the persons gender from the drop-down list.

4. Select Employee from the type drop-down list.

5. Enter the persons social security number.

6. Save you work.

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reating a New Business Unitness Group is a special class of organization. Every Business Group ve its own set of default values, with its own internal organizations, , jobs, positions, payrolls, employees, applicants, compensations and ts.

izations are the basic work structure of any enterprise. They usually ent the functional, management, or reporting groups which exist a Business Group. Perform the following steps to create a new ss unit.

enceApplications System Administrators Guide, See Chapter 2, Managing Applications Security

quisites

nsibilityMS Manager or US Super HRMS Manager

ationate to Work Structures > Organization > Description.

ick New in the Find Organization window.

ter the name for the Organization

lect Business Unit from the list of values (LOV) in the Type field.

e current date populates the From Date field.

ter the Organization location details from the LOV.

ve your work.

6. In the Organization Classification region, select the classification from the LOV.

7. Select the Enabled check box.

8. Save your work.

9. Click Others for additional information on the classification you selected.

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reating a Customerm the following steps to create an new customer, with an address and t information in the Oracle ERP Accounts Receivables application.

enceReceivables Users Guide, See Chapter 3, Customers

quisites

nsibilityables Manager

ationate to Customers > Standard.

the Find/Enter Customers window, select Person from the Customer pe drop-down list.

ter the name of the customer in the Name column.

ick Find to ascertain if the customer already exists.

this customer does not exist, the New button is enabled in the cisions window.

ick New.

e Customer-Standard window opens.

the Address tab, click New to create a new address.

The Customer Addresses window opens.

6. Fill in the necessary information. Yellow fields are mandatory.

7. On the Business Purpose tab, fill in the Usage, Location and select the Primary check box. For example:

Usage: Marketing

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the Contacts: Telephones tab, enter a new contact and phone mber.

ve your work.

the Informationify that the process worked properly, perform the following steps.

en the Customer-Standard window again.

ter the company name you entered above.

ick Find to query for the record you created in the Match Results ndow.

the record is found, click the Contacts: Telephone tab.

ce the cursor in the Last Name field

om the menu, select View > Query by Example > Enter.

ter the contacts last name as the search criteria.

ick View > Query by Example > Run.

the record for your contact name populates in the form, then you ve successfully created a customer with an address and a contact rson for the customer.

reating a New Organizationm the following steps to create a new organization, with an address ntact information in the Oracle ERP Accounts Receivables ation.

enceReceivables Users Guide, See Chapter 3, Customers

PrerequisitesNone

ResponsibilityReceivables Manager

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ationate to Customers > Standards.

the Find/Enter Customer window, select Organization from the stomer Type drop-down list.

ter the name of a test corporation in the Name field.

ick Find to ascertain if the customer already exists.

this customer does not exist, the New button is enabled.

ick New.

e Customer-Standard window opens.

the Address tab, click New to create a new address.

e Customer Addresses window opens displaying the same business rpose table as on the first tab.

l in the necessary information. Yellow fields are mandatory.

the Business Purpose tab, fill in the Usage, Location and select the imary check box. For example:

Usage: Marketing

Location: 6op9

Primary: Yes

the Contacts: Telephones sub-tab, enter a new contact and phone mber.

ve your work.

reating a Workflow With Notificationsm the following steps to create and run a workflow with ations.

ReferenceOracle Workflow Guide 2.5, See Chapter 3, Defining a Workflow Process and Chapter 4, Defining Workflow Process Components

PrerequisitesNone

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nsibilitylow Administrator

ationate to Workflow >Launch Processes.

the Launch Processes window, In the Item Type column, click cument Management. If you have renamed the item types, this tion appears in the Internal Name column as WFDM.

e Initiate Workflow-WFDM page opens.

ter values in the following fields:

Item Key: Enter your name plus a sequence number (for example, jdoe1001)

User Key: You may copy the value in the Item Key field

Process Name: Enter Document Review

Process Owner: Your logged in user name populates automatically

Send Document: Leave blank

Document Owner: Select a valid resource name

Document Reviewer: Choose one from the list of values

Comments: Enter Workflow Verification

Response Document: Leave blank

ick OK.

e Activities List page opens to show workflow statuses. The status of e workflow you just initiated should be Active.

the status of the workflow is Error, click Exception in the Result lumn to see an explanation of the error.

5. Click View Diagram to see a graphical representation of the workflow process.

Leave the View Diagram window open as you continue to check the workflow.

6. Save your work.

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view the Progress of a Workflowe following procedure to verify that the Workflow notification is sent.

gin to your Personal Home Page.

the list of Self Service Applications, choose the Workflow User Web plication responsibility.

the Navigator, choose Workflow >Find Notifications.

e Find Notifications page opens.

the Type field, enter Document Management. In the To field, enter e document reviewer.

ick Find.

e Worklist window opens.

ick Subject to open the notification.

you see the notification, then workflow is set up correctly.

ick Approve to return to the Worklist window.

er Verificationay go back to the View Diagram window that you opened earlier. eload in the browser window to refresh the contents of the window.

he workflow process completes successfully, you can see a green line he Start icon to the End (Approve) icon.

efining Categoriesn use categories and category sets to group items for various reports ograms. Perform the following steps to define categories.

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Note: Category sets may be used as a means to develop custom lists of items on which to report and sort. You can also create other category sets such as Johns Priority or Janes Priority, with categories like high, medium, and low. 14

Inventory Users Guide, See Chapter 4, Item Setup and Control

quisitestegories you assign to a category set must have the same flexfield re as the set itself. This is true even if you choose not to validate the ry list.

nsibilityory

ationate to Setup > Items > Categories > Category Sets.

lect the appropriate organization name in the Organization window, ecessary.

the Category Sets window, enter a unique category set name and scription information.

ter a flexfield structure.

lect a control level.

Master Level: Item assigned to this category set has the same category value in all organizations where it is assigned.

Org Level: Item assigned to this category set may have a different category value in each organization where it is assigned.

lect a default category.

is is the default category used when assigning an item to the tegory set. For example, a category set may have a default category lled New. After an item is assigned to New, you can override the fault category and choose another relevant category for each item.

6. Decide whether or not an item can be assigned to multiple categories within this category set.

Enable: You can assign an item to multiple categories within a category set. For example, you may define a Hazard category set. In this case, an item may be assigned to both the Poison and Corrosive categories.

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Not Enable: You can assign an item to exactly one category. For example, you may define a Web Display category set. In this case, an item can be assigned to only one default display category.

cide whether or not to enforce the list of valid categories.

Enable: You can assign an item only to those categories defined as valid categories for this category set. For Oracle Purchasing, this check box is not applicable, and you can assign items only to categories defined as valid for this category set.

Not Enable: You can assign an item to any defined category that uses the same flexfield structure as this category set.

lect a list of valid categories.

e list of values here includes only categories that use the same xfield structure as the category set you are defining.

ve your work.

Defining Products and Platformsfine and rate products and platforms in Oracle Inventory in order to

ource skill levels in the HTML Resource Manager. See the Oracle ry Users Guide, See Chapter 5, Items for more information on how to

products and platforms.

enceInventory Users Guide, See Chapter 5, Items

Defining Units of Measure Classesm the following steps to define a unit of measure class.

enceInventory Users Guide, See Chapter 3 Units of Measure

PrerequisitesNone

ResponsibilityInventory

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ationate to Setup > Units of Measure > Classes.

the Units of Measure Classes window, select File > New.

ter a unique name for the unit of measure class.

ter a description for the UOM class.

fine the base unit of measure for this class.

ter a unique abbreviation for the unit of measure with a maximum gth of three characters. Examples include, EA for each or HRS for urs.

lect the "inactive on" date from the date picker.

ve your work.

Defining Units of Measuref measure are used by a variety of functions and transactions to

s the quantity of items. The values defined in the Units of Measure w provide the list of values available in unit of measure fields in

indows. Units of measure are not organizationspecific. Perform the ing steps to define units of measure.

enceInventory Users Guide, See Chapter 3 Units of Measure

quisitest one unit of measure class must exist.

nsibilityory

NavigationNavigate to Setup > Units of Measure > Units of Measure.

Steps1. With the Units of Measure window open, select File > New.

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ter a unique name for the unit of measure.

ter a unique abbreviation for the unit of measure with a maximum gth of three characters. Examples include, EA for each or HRS for urs.

ter a Description for the UOM.

lect the check box if this is the base unit of measure for the unit of asure class.

ter a unit of measure class.

lect an "inactive on" date from the date picker.

ve your work.

Creating a Supplier Contact suppliers in the Suppliers window to record information about uals and organizations from whom you purchase goods and s. You can also enter employees whom you reimburse for expense

s. When you enter a supplier that does business from multiple ns, you store supplier information only once, and enter supplier sites h location. You can designate supplier sites as pay sites, purchasing FQ only sites, or procurement card sites. For example, for a single

er, you can buy from several different sites and send payments to l different sites. Most supplier information automatically defaults to plier sites to facilitate supplier site entry. However, you can override efaults and have unique information for each site.

stem uses information you enter for suppliers and supplier sites to efault values when you later enter transactions for a supplier site.

nformation you enter in the Suppliers window is used only to enter ts in the Supplier Sites window. When the system enters that ation in a later transaction, it only uses supplier site information as a t, even if the supplier site value is null and the supplier has a value. If date information at the supplier level, existing supplier sites are not d.

you enter a supplier, you can also record information for your own ce, such as names of contacts or the customer number your supplier

has assigned to you. Perform the following steps to create a supplier contact.

ReferenceOracle Public Sector Purchasing Users Guide, Chapter 5, Supply Base Management

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quisitesrify that the supplier does not exist in the system. Use the Suppliers port and Supplier Audit Report.

fine the following lookups in the Oracle Purchasing Lookups ndow: Pay Group, Supplier Type, Minority Group.

fine Supplier Types in the Oracle Payables Lookups window.

you have installed Purchasing, complete Purchasing setup.

you use Oracle Purchasing, define Supplier Types in the Oracle yables Lookups window.

you use Oracle Purchasing, define FOB codes, Minority Groups, and eight Terms codes in the Oracle Purchasing Lookups window.

you use Oracle Purchasing, define Ship Via codes in the Defining eight Carriers window.

nsibilitysing

ationate to Supply Base > Suppliers.

the Suppliers window, enter a unique Supplier Name.

the Supplier Number Entry option in the Financials Options window set to Automatic, Payables automatically enters a Supplier Number you. If this option is set to Manual, you must enter a unique pplier Number.

ptional) Enter the suppliers tax identification number in the xpayer ID field; for example, an individuals social security number, a corporation or partnerships federal identification number/federal ID.

4. (Optional) Enter the value-added tax (VAT) registration number in the Tax Registration Number field if you are entering a VAT supplier.

If you want to prevent invoice or purchase order entry for this supplier after a certain date, then enter the date in the Inactive On field.

5. Enter supplier information in the appropriate tabs of the Suppliers window.

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the Suppliers window, choose the Sites button to navigate to the pplier Sites window. Enter at least one supplier site name and dress.

ve your work.

Defining Sales Credit TypesManagement uses sales credit types to determine if the sales credit order is a quota or non-quota amount. Perform the following steps to sales credit types.

enceOrder Management Users Guide, See Chapter 1, Setting up

quisites

nsibilityManagement Super User

ationate to Setup > Sales > Credit Types.

vigate to the Sales Credit Types window.

the Sales Credit Type window, enter the Credit Type Name and scription for the credit type.

lect the Quota check box if the sales credit type applies to revenue ota sales credit that you assign to salespeople.

lect the Enabled check box to activate the sales credit type.

ve your work.

3.15 Setting Up Accounting FlexfieldsUse descriptive flexfields to tailor General Ledger to fit your unique information needs. For example, you may want to collect additional information on budget organizations, such as the manager and the size of the organization. You can even define contextsensitive flexfields that prompt you for additional information based on your previous entries. Perform the following steps to set up accounting flexfields.

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enceGeneral Ledger Users Guide, Chapter 9, Setup

quisitese Value Sets window to define any value sets you need.

nsibilityl Ledger Super User

ationate to Setup > Financials > Flexfields > Descriptive > Segments.

lt the following manuals for more information:

acle General Ledger User Guide

acle Applications Flexfields Guide

rifying Your Application Foundation Implementationm the steps outlined in Table 2, "CRM Application Foundation ation Checklist" after you have completed the configuration and f the CRM Application Foundation modules. These procedure verify u have set up the modules correctly.

Note: You only need to set up accounting flexfields if you are using the Freight, Revenue, or Receivables Account fields, in the Resource Manager Receivables tab.

You must be able to complete each task successfully, or your Oracle CRM Application Foundation modules will not work properly. If you are unable to complete a task successfully, then correct the problem before continuing.

These tasks are fully described in the following Oracle manuals:

Oracle CRM Technology Foundation Concepts and Procedures Guide

Oracle CRM Application Foundation Concepts and Procedures (post 11.5.7, th

Or

The foOracle

Table 2

Applic

HTML

User M

Resou

Notes

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e title of this manual is Oracle CRM Application Foundation User Guide)

acle CRM Application Foundation Implementation Guide

llowing table lists tasks to perform to verify your implementation of CRM Application Foundation.

CRM Application Foundation Verification Checklist

ation Task Reference

Tech Stack Login to HTML Applications as System Administrator


anagement Register and approve a new user


rce Manager 1. Import a resource (Forms)

2. Create a salesperson (Forms or HTML)

3. Create a group resource (Forms or HTML)

Oracle CRM Application Foundation Implementation Guide

Create a note for a task Oracle CRM Application Foundation User Guide

ry Manager 1. Create an individual territory

2. Find a salesperson using the Lookup Tool


ment Manager Assign a resource to a task Oracle CRM Application Foundation User Guide

anager Create a task Oracle CRM Application Foundation User Guide

dar (Forms) Assign a resource to a shift Oracle CRM Application Foundation Implementation Guide

dar (HTML) 1. Create an appointment

2. Invite attendees

Oracle CRM Application Foundation User Guide

You mApplicto com

Interaction History 1. Create a result-reason pair

2. Create an action

3. Create a wrap-up


1-to-1 Fulfillment 1. Create and configure the Oracle CRM Application

Escala

BusineMonit

Table 2 CRM Application Foundation Verification Checklist

Application Task Reference 22

ust be able to complete each task successfully, or your Oracle CRM ation Foundation modules will not work properly. If you are unable plete a task successfully, then correct the problem before continuing.

Admin user

Setup server in the Admin module

Configure server startup script

Run startup script and check logs for errors

Foundation Implementation Guide

tions Escalate a task Oracle CRM Application Foundation User Guide

ss Rule or

A rule is violated and appropriately escalated


1 Introduction2 Setup Verification of non-CRM Modules3 Verification Procedures3.1 Creating an FND User3.2 Assigning AOL Responsibilities to the User3.3 Setting User Application, Responsibility, or Site Profile Options3.4 Creating an Employee3.5 Creating a New Business Unit3.6 Creating a Customer3.7 Creating a New Organization3.8 Creating a Workflow With Notifications3.9 Defining Categories3.10 Defining Products and Platforms3.11 Defining Units of Measure Classes3.12 Defining Units of Measure3.13 Creating a Supplier Contact3.14 Defining Sales Credit Types3.15 Setting Up Accounting Flexfields

4 Verifying Your Application Foundation Implementation

Oracle CRM Implementation CheckList

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