Oracle CRM on Demand Release 19 Administrator Preview Guide DRAFT

April 2011

Oracle CRM On Demand Release 19 Administrator Preview Guide

Oracle CRM On Demand – Release 19 Administrator Preview Guide

Summary of Release Features ......................................................................... 4

Access Control.................................................................................................. 6

Team Role Customization for Custom Objects 1, 2, and 3 ............................ 6

Book Support for Additional Record Types ................................................... 6

Analytics ........................................................................................................... 7

Enhanced Usage and Performance Tracking ................................................ 7

Opportunity Team Reporting ......................................................................... 7

Enhanced Sales Force Automation ................................................................... 8

Opportunity Hierarchy ................................................................................... 8

Activity Lists .................................................................................................. 9

Custom Object and Book of Business Support for Business Planning .......... 9

Enterprise SaaS.............................................................................................. 10

Allotment Management ............................................................................... 10

Usage Monitoring ........................................................................................ 10

Extensibility ..................................................................................................... 11

Client Side Extensions ................................................................................ 11

Dynamic Layouts ........................................................................................ 11

Industry Solutions - Automotive ...................................................................... 12

Service Request Related Items for Vehicles ............................................... 12

Vehicle on Service Request ........................................................................ 12

Dealer Addresses ....................................................................................... 13

Service Request Dealer Contact Relationship............................................. 13

Book of Business Support for Vehicles ....................................................... 13

Vehicle on Service Request Historical Analytics ......................................... 13

Industry Solutions - Financial Services ........................................................... 13

Book Support for Financial Accounts and Financial Plans........................... 13

Industry Solutions – Insurance ........................................................................ 14


Enhancement to Policy Object .................................................................... 14

Industry Solutions – Life Sciences .................................................................. 16

Life Sciences Offline Client ......................................................................... 16

Mass Creation of Planned Calls .................................................................. 16

New Assessment Type ............................................................................... 17

Additional Enhancements ........................................................................... 17

Book of Business Support for Samples ....................................................... 17

Integration ....................................................................................................... 17

Expanded Web Services Object Coverage ................................................. 17

Web Services Primary Address Dynamic Mapping ..................................... 18

Web Services Named Search Support ........................................................ 18

Administrative Services API Enhancements ............................................... 18

New Data Load Attribute ............................................................................. 19

Mobile and Desktop ........................................................................................ 19

Oracle CRM On Demand Desktop .............................................................. 19

Apple iPad Support ..................................................................................... 20

Security .......................................................................................................... 20

Audit Trail ................................................................................................... 20

Maximum Session Duration ........................................................................ 21

Concurrent Session Limit Options ............................................................... 21

Enable IFRAME Embedding ....................................................................... 21

Usability .......................................................................................................... 22

Ability to Hide and Show the Action Bar ...................................................... 22

Ability to Count Records in a List ................................................................ 22

Warning Messages During Advanced Search Configuration ....................... 22

First, Next, Previous, and Last List Page Navigation ................................... 22

Improved List Performance ......................................................................... 22


Enhanced Targeted Search ........................................................................ 23

Client Downloads ............................................................................................ 23

Training and Support Center ........................................................................... 24

Quick Links ................................................................................................. 24

Search ........................................................................................................ 25

Access ........................................................................................................ 25

Additional Resources ...................................................................................... 25

Online Help ................................................................................................. 25

On Demand Documentation on OTN .......................................................... 25

Contact Customer Care .............................................................................. 25


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Summary of Release Features

The following table summarizes what, if any, action is required by Customer Care, your company Administrator,

and the user to set up or enable the features in this release. This list assumes that users already had access to the

referenced product area prior to the upgrade. For example, information about any analytics or industry related

features assumes that analytics or the specific industry solution is already provisioned and enabled. If this is not the

case, you may be required to ask your company Administrator or Customer Care to enable the feature.

FEATURE CUSTOMER CARE ACTION REQUIRED?

ADMINISTRATOR ACTION REQUIRED?

USER ACTION REQUIRED?

IMMEDIATE USER AVAILABILITY

Access Control

Team Role support for Custom Objects 1, 2, and 3 �

Book Support for Additional Record Types �

Analytics

Enhanced Usage and Performance Tracking �

Opportunity Team Reporting �

Enhanced Sales Force Automation

Opportunity Hierarchy �

Activity Lists �

Custom Object and Book of Business Support for Business

Planning

�

Enterprise SaaS

Allotment Management �

Usage Monitoring �

Extensibility

Client Side Extensions �

Dynamic Layouts �

Workflow Event Name �

Industry Solutions - Automotive

Service Request Related Items for Vehicles �

Vehicle on Service Request �

Dealer Addresses �

Book of Business Support for Vehicles �

Service Request Dealer Contact relationship �

Vehicle on Service Request Historical Analytics �

Industry Solutions - Financial Services

Book Support for Financial Accounts and Financial Plans �

Industry Solutions – Insurance

Enhancement to Policy Object �

Industry Solutions – Life Sciences


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FEATURE CUSTOMER CARE ACTION REQUIRED?

ADMINISTRATOR ACTION REQUIRED?

USER ACTION REQUIRED?

IMMEDIATE USER AVAILABILITY

Life Science Offline Client � �

Mass Creation of Planned Calls �

New Assessment Type �

Book of Business Support for Samples �

Integration

Expanded Web Services Object Coverage �

Web Services Named Search Support �

Administrative Services API Enhancements �

New Data Load Attribute �

CRM On Demand to E-Business Suite Process Integration

Pack

�

Mobile and Desktop

Oracle CRM On Demand Desktop � � �

Apple iPad Support �

Security

Audit Trail �

Maximum Session Duration �

Concurrent Session Limit Options �

Enable IFRAME Embedding �

Usability

Ability to Hide and Show the Action Bar �

Ability to Count Records in a List �

Warning Messages During Advanced Search Configuration �

First, Next, Previous, and Last List Page Navigation �

Improved List Performance �

Enhanced Targeted Search �

Client Downloads

Oracle Offline On Demand � �

Oracle Outlook Email Integration On Demand � �

Oracle CRM On Demand Integration for Microsoft Office �

Oracle PIM Sync On Demand �

Oracle Notes Email Integration On Demand �

Table 1: Summary of Release Features


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Access Control

Oracle CRM On Demand provides advanced data access control that allows you to secure and share data to

support a diverse range of data access models. The various access control models available in Oracle CRM On

Demand are a combination of role-based access control, and discretionary access control like books, teams, groups

and delegation that work in conjunction with each other.

Team Role Customization for Custom Objects 1, 2, and 3

In Release 19, Custom Objects 1, 2, and 3 support team role customization. As with other record types that

support teams, you can use the Team Field Setup link in the Application Customization page for the record type to

customize the team fields, including the Team Role picklist.

For more information about customizing picklist fields, refer to the following online help topic under Application

Customization: Changing Picklist Values.

Book Support for Additional Record Types

From Release 19, Books are supported on these additional record types:

• Financial Account

• Financial Plan

• Business Plan

• Objective

• Vehicle

• Allocations

• Sample Lot

• Sample Transaction

• Inventory Period

• Inventory Audit Report

Steps to enable books on additional record types

For steps to enable books refer to the following topics under Book Management in online help: Adding Books to Record

Detail Page Layouts and Assigning Records to Books.


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Analytics

CRM On Demand includes a fully interactive analytics solution that lets you gain deep insight into your business.

By combining real-time and historical reports (pre-built and ad-hoc) as well as customizable dashboards, CRM On

Demand is the only CRM solution that delivers actionable insight at the speed of business.

Enhanced Usage and Performance Tracking

CRM On Demand Release 18 introduced the Usage Tracking feature, which allowed you to report and analyze the

usage of your CRM On Demand application including user login history, application usage, and setup and

configuration. Release 19 expands this Usage Tracking functionality to give you information you can use to analyze

the performance of your CRM On Demand application, including page views and Analytics reports and

dashboards. This additional capability allows you to monitor how many times a given page has been viewed and

the average response time for displaying that page. Similarly, the performance usage for Analytics shows you how

many times a given report or dashboard was run and the average response time for executing that report.

The Usage Tracking Analysis subject area in CRM On Demand Answers was expanded to include new

performance tracking metrics and dimensions. In addition, two new prebuilt reports, Top 10 Page Views and

Analytics Performance, were added to the existing Usage Tracking section of the Reports Homepage.

Steps to enable Usage Tracking Performance

The Usage Tracking privilege, first introduced in Release 18, also controls access to the enhanced usage and

performance tracking information in Release 19, so no additional setup is needed. User roles with the Usage

Tracking privilege will have access to the expanded Usage Tracking Analysis subject area as well as the two new

prebuilt usage and performance tracking reports. However, you will not see any data in these reports until the first

usage tracking incremental ETL is completed, after the Release 19 upgrade. The usage tracking incremental ETL is

scheduled to run once per week, on the weekend. In addition, you will need to wait for the usage data to

accumulate in the application before you can begin to use it for meaningful analysis.

Opportunity Team Reporting

In Release 19, the Advanced Custom Objects subject area in CRM On Demand Answers now allows you to report

on opportunity team. This capability allows you to better manage your teams as well as to evaluate each team

member’s performance. Team Reporting will automatically be available to users with access to create reports.


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Enhanced Sales Force Automation

Opportunity Hierarchy

The new opportunity hierarchy functionality allows you to relate one or more child opportunities to a parent

opportunity. This can be used for multiple components of a larger deal, multiple teams working on different

aspects of an opportunity, multiple opportunities over time and so forth.

CRM On Demand Release 19 also provides the ability to report on opportunity hierarchies in real-time reporting

and historical analytics.

Steps to enable Opportunity Hierarchy

1. Create a new Opportunity Related Information layout for Sub-Opportunities. (Admin > Application

Customization > Opportunity > Opportunity Related Information Layout.)

2. Create a new or modify an existing Opportunity Page layout, add the new Parent Opportunity fields (Step 3),

set the new Sub-Opportunities Related Information section to display (Step 4), and then select the new layout

for Sub-Opportunities (Step 5). (Admin > Application Customization > Opportunity > Opportunity Page

Layout.)

3. Modify the role(s) and select the appropriate Opportunity Page Layout that contains the Sub-Opportunities

section. (Admin > User Management and Access Control > Role Management.)

4. Update the access profiles to give access to the Sub-Opportunities related information for Opportunity

records. (Admin > User Management and Access Control > Access Profiles.)

Setup tips and considerations for Opportunity Hierarchy:

• Three new fields are available on the Application Customization pages for general use in the Oracle CRM On

Demand application: Parent Opportunity, Parent Opportunity Id, and Parent Opportunity External Unique

Id.

• If you delete a parent opportunity that has related sub-opportunities, the association between the parent and

child records is cleared, but the child opportunities remain as active records. The Parent Opportunity External

Unique ID field remains populated for the child opportunity record, in case the parent opportunity is later

restored from the Deleted Items page.

• If you associate a child opportunity with a new parent opportunity record, the Parent Opportunity ID, Parent

Opportunity, and Parent Opportunity External Unique ID fields are populated with the values for the new

parent. If the original parent record is restored, it is not re-associated to the child record.

• If a single child opportunity is deleted, the parent opportunity and any additional child opportunities remain as

active records, and the deleted child opportunity moves to the Deleted Items page. The deleted child

opportunity no longer displays in the Sub-Opportunities related information list for the parent opportunity,

but the Parent Opportunity Id, Parent Opportunity, and Parent Opportunity External Unique ID field values

remain populated on the deleted child opportunity record.

• For additional information on setting up opportunity hierarchies please refer to the CRM On Demand Online

Help.


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Activity Lists

The following standard activity list filters have been changed to improve performance:

List Previous Filter New Filter

Open Activities Tasks with any status except

Completed that are assigned to you

Future appointments that are assigned

to you

Tasks assigned to you that have a blank

completed date or a completed date in the

future

Future appointments that are assigned to

you

Delegated Tasks - Completed Tasks that you created and assigned to

other users that have a status of

Completed

Tasks that you created and assigned to

other users and that have a completed date

in the past

Delegated Tasks - Open Tasks that you created and assigned to

other users that have any status except

Completed

Tasks that you created and assigned to

other users and that have a blank

completed date or a completed date in the

future

Open Tasks Tasks with any status except

Completed

Tasks on which the Completed check box is

not selected and that are due to be

completed in the next 90 days

Completed Tasks Tasks with status of Completed

Tasks that have a completed date in the

past

All Activities All activities tasks and appointments

This list has been removed

All Appointments All appointments

This list has been removed

All Tasks All tasks This list has been removed

Table 2: Changes to Activity List Filters

For additional information on working with Activity Lists please refer to the CRM On Demand Online Help.

Custom Object and Book of Business Support for Business Planning

Release 17 introduced the Business Planning object, and Release 18 added reporting capabilities with the Business

Planning real-time reporting subject area. Release 19 enhances Business Planning further with Book of Business

enablement to refine the visibility and filtering of Business Plans. A direct relationship has been built to the

Account object for the cases where one Business Plan is associated with only one Account. Additionally, Business

Plans and Objectives have relationships with all Custom Objects so that you can expand your use of the Business

Planning module. Regular configuration rules for enabling Custom Objects and enabling Books apply. To

complement the Book enablement on Business Plans and Objectives, the following objects now have Inherit

Primary as an access level option: Plan Accounts, Plan Contacts, Plan Opportunities, and Objectives.

To make Books visible on the Business Plan and Objective page layouts:

1. Go to Admin > Application Customization.

2. Choose the object to which you wish to add Books, for example, Business Plans.

3. Click the Page Layout link and edit the appropriate layout.

4. Go to Step 4: Related Information.

5. Move Books into the Available or Displayed column.

To set appropriate Book and Inherit Primary access:


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1. Go to Admin > User Management and Access Controls > Access Profiles.

2. Click the link to edit the appropriate access profile.

3. Go to Step 2: Specify Access Levels.

4. Click the Related Information link for the record type on which you are working, for example, Business Plans.

5. Set the appropriate access level for Books, for example, Full.

6. Set the access level for Objectives, Plan Accounts, Plan Opportunities, and Plan Contacts from View to

Inherit Primary.

7. Click Finish.

Enterprise SaaS

Oracle CRM On Demand is designed to meet the performance, security and reliability requirements of the most

demanding enterprises. To better match customer needs, Oracle offers four deployment options for CRM On

Demand: Multi-Tenant, Single-Tenant Standard Edition, Single-Tenant Enterprise Edition, and @customer.

Allotment Management

Release 19 allows you to view the service allotments for your company’s instance. The various allotments that you

can view are: file allotment, record allotment, and Web service allotments (bandwidth, transaction, and concurrent

requests). You can proactively manage your allotments by configuring email alerts based on allocation thresholds

(for example, send an email when the record allocation for your company’s instance reaches 90%).

New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available for you to understand your utilization versus your allotments. If you are exceeding your allotments, we will work with you determine how and when you will conform to the service allotments. Conformance may involve optimizing your implementation or the purchase of additional capacity.

Usage Monitoring

In Release 19, you will be able to monitor the usage of files, records, and Web services utilization allotments for

your company’s instance via the CRM On Demand Administration pages. Administrators can be alerted via email

when their usage reaches a specified level (e.g. when the record usage allotments for their company’s instance has

reached x records). This allows you to control your usage and ensure you stay within your allotments.

New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available to you

to understand your utilization vs. your allotments. If you are exceeding your allotments, we will work with you

determine how and when you will conform to the service allotments. Conformance may involve implementation

optimization or the purchase of additional capacity.


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Extensibility

The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily

administer, customize and extend CRM On Demand.

Client Side Extensions

With Client Side Extensions (CSE), custom Web applets, custom Web tabs and global Web applets will be able to

render customer provided content directly from the CRM On Demand servers, rather than requiring customers to

provide a location themselves. Customers will be able to upload HTML, JPG, GIF, SWF and CSS files from the

CRM On Demand Application Administration pages to build up a CSE. Each uploaded file generates a unique

URL that can be referenced by other CSE or custom Web tabs and applets.

Steps to enable Client Side Extensions

1. Navigate to Admin > User Management and Access Controls > Role Management.

2. Edit the role you wish to have permission to upload a Client Side Extension.

3. Under Step 4 (Privileges), add the Customization|Upload Client Side Extensions privilege.

4. Click Finish.

5. Users with the edited role have to sign out and sign back in for the change to take effect.

6. Navigate to Admin > Application Customization > Client Side Extensions to upload files.

Setup tips and considerations for Client Side Extensions

• While maximum file upload is 20MB, keeping all uploaded files as small as possible will help ensure the best

performance.

• All uploaded files count towards the space available as part of your subscription.

• Please note that Oracle CRM On Demand Customer Care does not have access to any component of Client

Side Extensions, including uploaded files or the content contained within those files, images, or locations to

which Client Side Extensions are referenced, including custom Web tabs, custom Web applets, and global

Web applets. Therefore, the author of the Client Side Extension is responsible for maintaining and supporting

the extensions.

For additional information regarding Client Side Extensions, please refer to the CRM On Demand Online Help.

Dynamic Layouts

In Release 19, dynamic layout functionality has been extended across all custom objects, as well as the following

objects:

• Opportunity Product Revenue

• Revenue

• Asset

• Business Plan

• Objectives


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• Sample Transaction

• Inventory Audit Report

• Allocation

• Messaging Plan

• MedEd Event

This allows you to streamline page layouts, showing users the most relevant information needed to complete their

tasks.

Steps to enable Dynamic Layouts

1. Navigate to Admin > Application Customization > [Object] > [Object] Dynamic Layout.

2. Create a new layout or edit an existing layout as you would on any other object.

3. Assign the dynamic layout to the appropriate roles via the Role Management wizard.

For additional details about dynamic layouts refer to the following online help topic: Specifying Dynamic Page Layouts.

Industry Solutions - Automotive

CRM On Demand Release 19 delivers a number of enhancements to the Automotive edition. These enhancements

affect Dealers and Vehicles in both the online application and analytics. They provide enhanced search capabilities,

the ability to manage service requests more efficiently, and the ability to report on Vehicles as part of Service

Requests.

Service Request Related Items for Vehicles

CRM On Demand Release 19 introduces Service Requests as a related information section for Vehicles. From this

section, call center users can create and manage service requests for a given vehicle directly from the Vehicle Detail

page. In addition, the Service Request custom Web applet on the Vehicle Homepage has been replaced with a

version based on this enhancement so it references Vehicles and not Assets. With these enhancements, call center

users can work more efficiently, provide better customer service, and process greater numbers of service requests

than they could before.

Steps to enable Service Request on Vehicle

1. Create a new Service Request Related Information Layout page for Service Requests, if desired.

2. Create a new or modify an existing Vehicle Page layout and set the Service Request Related Information

section to display (Step 4), and then select the new layout for Service Requests (Step 5).

3. Modify the role(s) and select the appropriate Vehicle Page Layout that contains the Service Request section.

4. Update the access profiles for the roles to give access to the Service Request related information for Vehicle.

Vehicle on Service Request

CRM On Demand Release 19 allows you to directly add a vehicle to a service request in addition to adding another

type of asset. Vehicles are available as a lookup field and its search layout is fully customizable. With this

enhancement, call center users can quickly and efficiently search for a vehicle directly from a service request and

add it to the record.


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Steps to enable Vehicle on Service Request

1. Within Service Request application customization, add the Vehicle field to the appropriate Service Request

page layout, and then assign the layout to the appropriate role.

2. The search layout defined for Vehicle will be used to locate the appropriate vehicle record.

Dealer Addresses

CRM On Demand Release 19 adds shipping and billing addresses to the Dealer object, and both are searchable.

Call center users can now quickly and easily search for specific dealers in a geographic region based on their

address when their Dealer IDs are not known. You can add these address fields to Dealer search layouts to

provide greater power and flexibility in searches. With these enhancements, you can manage Dealer records

completely and separately from Accounts, making them more powerful and usable in managing dealer networks.

Steps to enable Dealer Addresses

Within Dealer application customization, the Account shipping and billing addresses are available to be added to

both page and search layouts, which can be assigned to the appropriate roles.

Service Request Dealer Contact Relationship

In Release 19, the Contact lookup on a Service Request can now offer a list of contacts associated to a specific

Dealer, as was previously available with Accounts. This functionality is available automatically, and the Contact

filter may be changed as appropriate by the user.

Book of Business Support for Vehicles

CRM On Demand Release 19 delivers Book of Business support for Vehicles. Books are a part of the access

control system in Oracle CRM On Demand and provide an efficient method of organizing and segregating

records. With this enhancement, users can collaborate on vehicles without being team members on the record.

Using books to organize vehicles can also make record searches faster and more efficient.

Steps to enable Books for Vehicles

For steps to enable books for Vehicles, refer to the following topics under Book Management in online help: Adding

Books to Record Detail Page Layouts and Assigning Records to Books.

Vehicle on Service Request Historical Analytics

CRM On Demand Release 19 adds Vehicle as a dimension to Service Request historical analytics. With this

enhancement, Automotive and other manufacturers can produce fully detailed reports on service request activity

relating specifically to vehicles, providing greater insight and decision-making capabilities.

Industry Solutions - Financial Services

Book Support for Financial Accounts and Financial Plans

Books of Business are a part of the access control system in Oracle CRM On Demand. Books are an efficient

method of organizing and segregating records so that users can collaborate without being team members for each

record. Using books to organize your company data allows you to search for records more quickly and efficiently.

CRM On Demand Release 19 provides you the ability to batch-assign Financial Account and Financial Plan


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records to books, use workflow to automate book assignment, or use Web services for advanced record to book

assignment.

Steps to enable books on additional record types

For steps to enable books for Financial Accounts and Financial Plans, refer to the following topics under Book

Management in online help: Adding Books to Record Detail Page Layouts and Assigning Records to Books.

Industry Solutions – Insurance

Enhancement to Policy Object

The Policy object is an existing CRM On Demand object designed to hold all types of insurance policies that are

synchronized from insurers’ back-end policy systems. The Policy object enables insurance professionals to view

the policy portfolio held by contacts, households, and business accounts.

CRM On Demand Release 19 enhances the policy object with these features:

• Audit – you can now specify which policy fields you want to track when they are modified;

• Custom object association – you can now associate policy objects with all custom objects;

• Attachment support – you can now enable Attachments;

• Book support – you can now enable Book of Business;

• Dynamic layout support – you can now enable dynamic layouts.

Steps to set up the Audit fields for the Policy object:

1. Navigate to Admin > Application Customization > Policy > Policy Field Audit Setup.

2. In the Audit Field Setup page, move fields from the Available Fields list to the Audited Fields list, as required.

3. Click Save.

Steps to enable Custom Objects in the Policy object:

1. Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or

other role that you use).

2. Click Record Type Access (Step 2).

3. Select all three check boxes next to the Custom Object.

4. Click Finish and sign out and sign in again.

5. Navigate to Admin > Application Customization > Policy Page Layout > Related Information.

6. Associate the Custom Object to Policy.

7. Click Finish and sign-out and sign in again.

8. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner

Access Profile.

9. Click Specify Access Levels (Step 2).

10. Set the access level for Policy to Read/Edit/Delete.


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11. Click the Related Information link for the Policy object and set the appropriate access level for the Custom

Object.

12. Click Finish.

Click Steps to enable Attachment in the Policy object:




3. Select all three check boxes next to Policy Attachment.

4. Click Finish and sign out and sign in again.


6. Associate Attachment to Policy and click Finish.

7. Sign-out and sign in again.


Access Profile.


10. Click the Related Information link next to the Policy object. (Make sure Policy object has Read/Edit/Delete

Access.)

11. Set the appropriate access level for Attachment.

12. Click Finish.

Steps to enable Books in the Policy object

1. Make sure that your role includes the Manage Books privilege.




4. Select all three check boxes next to Books.

5. Click Finish.


7. Associate Books to Policy.

8. Click Finish.


Access Profile.


11. Click the Related Information link next to Policy object. (Make sure Policy object has Read/Edit/Delete

Access.)


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12. Set the appropriate access level for Books.

13. Click Finish.

14. Navigate to Admin > Company Administration > Company Profile.

15. Ensure the Enable Books, Enable Workflow, and Display Book Selector check boxes are checked.

Steps to enable dynamic layout in the Policy object:

1. Navigate to Admin > Application Customization > Policy > Policy Dynamic Layout.

2. Create a new layout or edit an existing layout for a different line of business. Associate layouts with each of the

line of business pick list values.

3. Assign the dynamic layout to the appropriate roles via the Role Management wizard.

Industry Solutions – Life Sciences

The pharmaceutical sales representative role has been transformed as the Life Sciences industry adjusts to the

changing market place, financial challenges, and patent expirations.

Life Sciences Offline Client

The Life Sciences industry continues to grow in global presence, thus servicing areas of the world that may need

remote or disconnected solutions. The integration of the CRM On Demand Offline Client with Oracle CRM On

Demand (and/or the Siebel CRM on premise offering) expands its focus with additional objects being supported

and basic administrative capabilities developed.

The Life Sciences Offline Client is licensed separately from CRM On Demand. The Life Sciences Offline Client is available for

Single-Tenant deployments only.

Mass Creation of Planned Calls

With the demand on Pharma sales representatives to maximize their volume of calls during the week, Release 19

provides the ability to create planned calls en masse. Navigation to the new Mass Create option is via the Menu on

the list pages and upon completion of the task, the sales rep is taken to a new related information section on the

calendar page. This makes for easy display of upcoming calls. Additionally, color coding allows the sales

representative to distinguish between a scheduled call and a planned call within the context of the calendar.

Steps to enable Mass Creation of Planned Calls:

1. Navigate to the Admin page > User Management and Access Controls.

2. Click the Role Management link and select the role: LS Manager, Primary Care Rep, etc.

3. Go to Step 4 Privileges for the roles for which you wish to enable Mass Call Planning.

4. Enable the Industry Specific: Life Sciences > Calls: Calendar Planned Calls privilege.

To use this feature:

1. Create either a Contact List or Account List with which you wish to work. Be sure that the list length does not

exceed 25 entries.

2. From the list page, go to the Menu > Mass Call Planning.


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3. Select the Day of the Week and the Best Time to Call for each account or contact on the list.

4. Both Day of the Week and Best Time to Call must be selected in order to produce the Planned Call for the

account or contact.

5. Click the Finish button and the planned calls will be created by the system and the user will be driven to the

Calendar page to review the Planned Calls section.

New Assessment Type

CRM On Demand Release 19 adds a new Assessment type to support the Activity object. The enhanced user

interface of the new Assessment type includes radio buttons, sliders, and other property controls to design more

visually-appealing customer surveys.

Steps to create a new Assessment questionnaire:

1. Navigate to Admin > Content Management: Assessment Scripts.

2. Follow standard instructions for creating a new Assessment of the Type = Activity Assessment.

3. Note the new property controls on the Assessment page: Remove Comment Box and Response Control

fields.

Additional Enhancements

Additional key Release 19 features for the Life Sciences market include:

• Companies need to capture unique profile attributes associated with various relationships. The ability to

customize and extend the Account-Contact Relationship object is featured in Release 19 as a continuance of

the Release 18 work with Account-Account Relationship and Contact-Contact Relationship. To add custom

fields to the Account-Contact Relationship object:

1. Navigate to Admin > Application Customization > Account > Account Contact Field Setup.

2. Add or rename fields and then display them in the Account Contact Page Layout as appropriate.

• The Product dimension has been added to the Personalized Content Delivery subject area in On Demand

Answers so you can use it when creating custom reports.

Book of Business Support for Samples

Book enablement has been added for Samples Management objects to allow you to configure your single CRM On

Demand instance to support multiple countries with unique regulations, processes, and visibility requirements. See

listing above for objects supporting Books and how to enable.

Integration

The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily

integrate CRM On Demand with other applications.

Expanded Web Services Object Coverage

Release 19 introduces expanded coverage for the CRM On Demand Web services interfaces. New child

relationships for multiple objects including Account, Contact and Opportunity are introduced in the Web services

v2.0 API.


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A new API has been introduced to provide access to Exchange Rate data via Web services. Customers now have

the ability to perform queries as well as Insert, Update, and Delete Exchange Rates and Exchange Rate History

records. This new API makes it easier than ever to keep Exchange Rate data synchronized between CRM On

Demand and other applications and data sources.

These enhancements give you more flexibility in your integrations and reduce the need to use the Web services

v1.0 API.

Web Services Primary Address Dynamic Mapping

In Release 19, a new Web service field is exposed to allow you to dynamically map, based on a specified country,

the primary address field from another system to the primary address field used by CRM On Demand. This field is

specific to Web services and is not exposed via the CRM On Demand user interface. To use the newly added field,

you need to either specify a value for it in an insert or update request, or include it in the set of fields returned in a

QueryPage request.

Web Services Named Search Support

Release 19 provides you, as a user of the Web services v2.0 API, the added option of specifying the name of a list

which has been configured in the CRM On Demand user interface as the filter criteria for a Web services query.

You are able to specify any list name which you can access via the user interface, and the API returns the set of

records which match the filter criteria of that list. There is no need to duplicate the filter criteria for the list within

your Web services client application.

A new API has also been added which provides the ability to retrieve the set of lists on a per object basis for the

logged in user. This simplifies implementation and allows Web services and list synchronization without additional

effort from your development team.

Administrative Services API Enhancements

Release 19 expands the Administrative Services APIs to provide you with additional metadata access options. New

interfaces have been added to access Currency and Industry picklist configurations. Read-only access has also been

introduced for the following set of interfaces:

• Field Management

• Customized Record Type

• Picklist

• Page Layout Field

• Page Layout Related Information

• Access Profiles

• Role Management

The read-only access allows non-administrator users to retrieve the metadata specific to their personal

configuration. Additionally, the ability to retrieve the metadata for the CRM On Demand standard configuration

has been added.


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New Data Load Attribute

Release 19 adds a bulk data load option to disable the auditing of record creation and update during import. You

can specify the new property (“disableimportaudit”) on the command line with any operation or place it in the

properties file, same as you would with any other available property for the Oracle Data Loader On Demand tool.

This property is optional and it accepts two values: “True” (in which case the audit is turned on) and “False”. The

default value is “False”. When auditing is suppressed by setting this property to “False”, the import performance

may improve for some objects.

Mobile and Desktop

Oracle CRM On Demand Desktop

Oracle CRM On Demand complements the existing capabilities that are available in the CRM On Demand

application by enabling access to and management of essential CRM information in the familiar Microsoft Outlook

environment. The user may leverage CRM On Demand Desktop to:

• Manage CRM data. Manage CRM data and link this data to CRM On Demand records directly in Outlook.

The user can manage accounts, contacts, opportunities, leads and activities (appointments and tasks) directly in

Outlook.

• Synchronize data. Perform bidirectional, incremental synchronization between CRM On Demand Desktop

and the CRM On Demand application, thus keeping the data in both applications up-to-date and consistent.

• Work while disconnected. Perform work even when disconnected from the network and bidirectionally

synchronize when you are on the network again.

CRM On Demand Desktop bridges the gap between how you work and your enterprise applications by giving you

convenient access to your key CRM data, thus increasing user adoption and productivity, with minimal training

costs.

Oracle CRM On Demand Desktop is licensed separately from CRM On Demand. CRM On Demand Desktop will be available for

single tenant deployments.

Steps to enable Oracle CRM On Demand Desktop

1. Once CRM On Demand Desktop has been purchased, Customer Care will enable the appropriate licenses

purchased and the privilege to manage CRM On Demand Desktop.

2. Navigate to the Admin page > User Management and Access Controls.

3. Click the Role Management link and edit the role that you wish to have enabled for Oracle CRM On Demand

Desktop.

4. Go to Step 4 Privileges for the role.

5. Select the Enable CRM Desktop Access privilege.

Setup tips and considerations

1. CRM Desktop has been certified with Microsoft Outlook 2007 and 2010. You must have an offline data store

enabled to store CRM On Demand data.

2. Once a role has been activated to download CRM Desktop, the number of licenses available will be

decremented by the number of users associated to that role.


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3. Administrator specific configuration documentation will be available upon Release 19 availability.

4. Distribution of custom configurations for CRM On Demand Desktop is done by role.

Refer to the client end user help for further information about the client capabilities.

Apple iPad Support

With Release 19, CRM On Demand is supported on the Apple iPad. Although most functionality already works on

the iPad with previous releases, Release 19 resolves several known issues and makes iPad support official.

However, because of certain iPad limitations (e.g. no flash support), there are a number of areas which are

automatically disabled or which have work-arounds. For more details, click the Training and Support link at the

top right of the Oracle CRM On Demand application and search for “iPad.”

Security

Audit Trail

Audit Trail has been enhanced in Release 19 to allow auditing of the creation, deletion and restoration of auditable

record types. For example, if you created an Opportunity record, you would see a record in the audit trail that

indicates that the record was created. Additionally, a new Master Audit Table has been added. This allows you, as a

privileged administrator, to view all audit trail changes across all objects on a single page. This new master table

shows field level audits as well as the new creation, deletion and restoration audits.

Auditing has been enhanced to include auditing of User records. A set of fields are defined to be audited by

default; however, a company administrator can modify and define other sets of fields to be audited based on the

needs of your business.

Finally, auditing has been extended to import requests via the Import Wizard or Oracle Bulk Loader On Demand.

By default, auditing is enabled for these requests and can be disabled; however, User record import auditing cannot

be disabled.

Steps to toggle auditing of creation, deletion and restoration of records

1. Navigate to Admin > Application Customization > [Object] > [Object] Field Audit Setup.

2. Select or deselect the Audit [Object] Record Creation or Audit [Object] Record Deletion/Restore check

boxes.

3. Click Save.

4. Changes are effective immediately for all users.

Steps to enable and use the Master Audit Table

1. Navigate to Admin > User Management and Access Controls > Role Management > Edit [the role you wish

to give Master Audit Table access to] > Step 4 Privileges.

2. Select the Access Master Audit Table privilege and click Finish.

3. Users with the edited role will have to sign out and sign back for the changes to take effect.

4. Navigate to Admin > Company Administration > Master Audit Table.


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Steps to Provide Capability to Disable Auditing on Import Requests

1. Navigate to Admin > User Management and Access Controls > Role Management.

2. Assign the following privilege to the appropriate role: Manage Record Auditing for Imports.

3. Click Finish.

To Disable Auditing for Import Wizard Request

4. In Step 1 of the Import Data assistant, select the Disable record auditing during Import check box.

To Disable Auditing for Oracle Bulk Loader On Demand

1. Option 1: Add the –disableimportaudit parameter to the command line request.

2. Option 2: Add the disableimportaudit=True to the property file.

• Note: Users can only successfully disable auditing if the user role has the Manage Record Auditing for Imports

privilege.

Maximum Session Duration

You can now set the maximum duration for a session, even if the session is active. This will impact both

interactive and Web service sessions. Once the maximum session duration is reached for interactive sessions, the

user will be required to re-authenticate before continuing. Once the maximum session duration is reached for Web

Services, the session is terminated and the Web Service client will need to log in to establish a new session.

Steps to modify Maximum Session Duration

1. Navigate to Admin > Company Administration > Sign In and Password Control.

2. Under the Sign In and Password Control section, modify the Maximum Session Duration In Hours field.

Concurrent Session Limit Options

You can now choose how concurrent sessions should be handled. You will be able to choose one of the following

three options:

• Allow concurrent sessions without notification (current Release 18 behavior).

• Allow concurrent sessions with notification (existing session will be notified when another session with the

same User Sign In ID logs in).

• Prevent concurrent sessions by terminating the existing session (a subsequent login when a session already

exists for the User Sign In ID will be allowed, however the previous session will be terminated).

These options provide you more control and allow you to more effectively manage your sessions.

Steps to modify Concurrent Session Limit

1. Navigate to Admin > Company Administration > Sign In and Password Control.

2. Under the Additional Information section, modify the Concurrent Session Option drop-down list.

Enable IFRAME Embedding

You can now control whether or not Oracle CRM On Demand pages can be embedded in an iframe on another website. Due to security reasons, by default, this setting is unchecked.

Steps to modify IFRAME Embedding


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1. Navigate to Admin > Company Administration > Company Profile.

2. Under the Company Security Settings section, select or deselect the Enable IFRAME embedding check box.

Usability

Usability is a critical success factor for any CRM deployment. The CRM On Demand team continually focuses on

improving usability in order to facilitate increased user adoption and greater user productivity. Release 19 delivers

many important usability enhancements.

Ability to Hide and Show the Action Bar

The Action bar can be hidden to increase real estate on your screen. The Action bar will remain hidden for the

length of your session or until you choose to show it again. Custom applets or other dynamic updates in existing

sections of the Action bar are not affected. If there are no sections displayed for your Action bar, it will remain

hidden.

Steps to hide the Action bar

1. When the action bar is visible, the Hide bar appears when your pointer is resting in the space between the

Action bar and the main page section.

2. Click the Hide bar to hide the Action bar.

Steps to show the hidden Action Bar

1. The Show bar appears when your pointer is resting in the space between the left edge of the browser window

and the main page section.

2. Click the Show bar to display the Action bar.

Ability to Count Records in a List

Release 19 adds a new menu option called Record Count to the list page for all record types. This option lets you

count records in a list up to 1000 records. If there are over 1000 records in the list, this will be noted in a message

to the user.

Warning Messages During Advanced Search Configuration

Whenever you specify advanced search criteria, the application will guide you with warning messages so you can

configure search criteria using optimizations built into the application. This will help maximize your search

performance.

First, Next, Previous, and Last List Page Navigation

You can navigate directly to the first, next, previous or last page in a list with easy-to-use video-like controls for list

navigation. These navigation controls offer more flexibility in list navigation and allow you to work with records

more easily.

Improved List Performance

In-place list refresh improves the performance of navigating through list pages by only updating the list section

instead of updating the whole application page.


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Enhanced Targeted Search

Release 19 allows you to prefix your search criteria with an equal to (=) operator to search for an exact match. The

equal to operator can be prefixed in fields with all simple data types except picklist fields and fields with the

PHONE data type. If the equal to operator is not specified, the Targeted Search criteria are always appended with

a wildcard that results in a wider than necessary search when you are looking for exact matches.

Client Downloads

Although Release 19 upgrade does not require new client downloads, it is recommended you upgrade to the latest

desktop integration clients listed below:

• Oracle Offline On Demand

• Oracle Outlook Email Integration On Demand

• Oracle Notes Email Integration On Demand

• Oracle CRM On Demand Integration for Microsoft Office

• Oracle PIM Sync On Demand

Please review the most current Oracle CRM On Demand Product Release Notes which may contain additional

information on client downloads.


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Training and Support Center

The Training and Support Center portal makes it easy for you to pinpoint the training resources and support that

you need—depending on your job role, your level of expertise with the product, and the phase of using CRM On

Demand.

� The Support tab provides alerts and notifications specific to your application environment.

� The Get Started tab lists resources based on your specific role together with resources aimed at helping you

get the most out of your first 30 days with CRM On Demand.

� The Learn More tab outlines information in key topic areas, like administration, integration, and reports. Go

to this tab to get the resources you need to move beyond the basics.

� The Release Info tab contains information specific to the current and upcoming releases of CRM On

Demand. Access this tab to prepare for upgrades to your CRM On Demand application.

� The Best Practices tab contains a compilation of knowledge gained by experts that work with CRM On

Demand day in and day out. Access this knowledge to benefit from their vast experience.

� The Communities tab offers connections to others in the CRM On Demand community through forums,

communities, blogs, and more.

Quick Links

Use the Quick Links, located in the blue bar under the tabs, to zero in on specific resources:

• The Browse Training link opens the training catalog. From that page, you can see the instructor-led training,

Webinars, quick guides, use cases, and tools available to you.


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• The Browse Knowledge link takes you to our knowledge base, where you can get answers to frequently asked

questions.

• The Submit a Service Request link directs you to My Oracle Support, where you can log a service request.

• The Web Services Library provides simple APIs and a link to Oracle Sample Code, where you can get samples

to help you build custom integrations.

• The Add-On Applications link allows access to our downloadable applications, which extend the functionality

of CRM On Demand.

• The Templates and Tools link provides access to resources that can help you design and configure CRM On

Demand to meet your company's specific needs.

Search

Use the Search box to find resources across the entire Training and Support Center based on keywords or Doc

IDs. For example, searching on Analytics will capture instructor-led training (Advanced Analytics Workshop),

Webinars, FAQs, and best practices for optimizing analytics performance.

Access

To access the portal, click the Training and Support link in the upper right of any page in CRM On Demand.

Additional Resources

Before you begin setting up the new Oracle CRM On Demand Release 19 features for your company, here are

some excellent resources that can assist you.

Online Help

Online help is a resource for all users. From each page in Oracle CRM On Demand, you can click the Help link to

view information specific to that page. Check online help to review field descriptions or find instructions on how

to perform tasks.

On Demand Documentation on OTN

You can retrieve CRM On Demand documentation on the Oracle Technology Network. The documentation

library includes PDFs of translated online help content, as well as various configuration and administration guides.

You can view the documentation library here:

http://www.oracle.com/technetwork/documentation/siebelcrmod-096050.html

Contact Customer Care

Our experienced On Demand Customer Care team is ready to help you with any of your Oracle CRM On

Demand Release 19 questions or issues.

Please use one of the following toll-free numbers based on your location:

• United States & Canada

• Toll Free: 866-853-8521

• Toll: 801-258-2456


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• Australia: 0011-800-08538521

• China: 10800.130.1178

• China Alternate: 86.800.810.0366

• Belgium: 0800-7-5630

• France: 00-800-08538521

• Germany: 00-800-08538521

• Hong Kong: 001-800-08538521

• India: 000-800-100-1148

• Indonesia: 001-803-1-002-0896

• Italy: 00-800-08538521

• Japan: 010-800-08538521

• Korea: 00798-1-1-002-0896

• Luxemburg: 800-2-6576

• Malaysia: 1-800-81-3753

• Mexico: 001-866-678-9037

• Netherlands: 0800-022-6451

• New Zealand: 0800-447171

• Pakistan: 00-800-01-001-866-435-7705

• Philippines: 1800-1-111-0178

• Spain: 00-800-08538521

• Singapore: 001-800-08538521

• Taiwan: 00801-10-4139

• Thailand: 001-800-11-002-0896

• Sri Lanka Colombo: 2-430-430-866-435-7705

• Sri Lanka (outside Colombo): 112-430-430-866-435-7705

• United Kingdom: 00-800-08538521

• Vietnam: 1-201-0288-866-435-7705

Important Dialing Instructions

All numbers listed above for countries outside of the United States & Canada are UIFN (Universal International

Freephone Numbers). Please dial all numbers exactly as listed. These numbers are Freephone and subsequently

will not cause any charges to our customers.

CRM On Demand

Release 19

Administrator Preview Guide

April 2011

Oracle Corporation

World Headquarters

500 Oracle Parkway

Redwood Shores, CA 94065

U.S.A.

Worldwide Inquiries:

Phone: +1.650.506.7000

Fax: +1.650.506.7200

oracle.com

Copyright © 2011, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the

contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other

warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or

fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are

formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any

means, electronic or mechanical, for any purpose, without our prior written permission.

Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective

owners.

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