Oracle crm on demand

Getting Started WithOracle CRM On Demand

Agenda:

• What is Oracle CRM On Demand

• How Oracle CRM On Demand Helps in my Business

• Who are all Can Use this ?

• Uses of Oracle CRM On Demand

• Customer Information Groups

What is Oracle CRM On Demand

• The smart customer relationship management solution that you access over the Web.

How Oracle CRM On Demand Helps in my Business

• Oracle CRM On Demand helps you to manage all your company’s sales, customer service, and marketing information

Who are all Can Use this ?

• Sales Professional

• Customer Service Representative

• Marketing Representative

• Executive

Uses

• Sales professional : Use Oracle CRM On Demand to optimize your sales efficiency and effectiveness by analyzing your sales strategy, forecasting more accurately, and sharing critical sales information across your team.

• Customer service representative: Use Oracle CRM On Demand to maximize your customer satisfaction and service performance by tracking accounts, managing service requests, identifying cross-selling and up-selling opportunities, and providing solutions to customer inquiries.

Uses (Contd..)

• Marketing representative : Use Oracle CRM On Demand to capitalize on your marketing efforts by generating more leads, assigning leads automatically, and tracking campaign outcomes quantitatively.

• Executive : Use Oracle CRM On Demand to manage all areas of your business by gaining insight into your sales’ outlook, quickly resolving critical business issues, and performing complex analyses.

Customer Information Groups in Oracle CRM On Demand

Calendar and Activities : Use the Calendar pages to review, create, and update your activities

• Tasks and appointments can be meetings, calls, demonstrations, or events. The difference between tasks and appointments is that tasks appear in a task list and have a due date and status, whereas appointments are scheduled on your calendar with a specific date and time.

• Appointments, activities, and scheduled calls appear on your calendar in blue font.

• Planned calls; that is, calls with a status of Planned, appear on your calendar in red font.

• Planned calls are not visible by default on your calendar. To see planned calls on your calendar, your user role must include the Life Sciences privilege Calls: Calendar Planned Calls.

Customer Information Groups in (Contd..)

Marketing:• Oracle CRM On Demand provides the following

record types for marketing information:• Campaigns: Use these pages to manage

marketing campaigns and to generate qualified leads and opportunities.

• Leads: Use these pages to track leads for new sales opportunities and to automate the lead conversion process.

Customer Information Groups (Contd..)

Sales:• Oracle CRM On Demand provides the following record types for sales

information:• Accounts. To manage information about the companies with whom you do

business.• Contacts. To track people associated with your accounts and opportunities.• Opportunities. To manage potential revenue-generating opportunities.• Forecasts. To generate forecasts to project quarterly revenue based on the

existing opportunities.• Business Plan. To establish strategic goals and actions for accounts,

contacts, or products.• Objective. To manage higher-level goals that you want to achieve.• Plan Account. To track how accounts are mapped to business plans.• Plan Contact. To associate contacts with business plans.• Plan Opportunity. To associate opportunities with business plans

Customer Information Groups (Contd..)

Business Planning:• This topic introduces the Business Planning features available with Oracle CRM On Demand.• About Business Planning• This management includes handling the profiles of the account and related contacts, the

account and contact relationships, and creating an overall plan for how to effectively allocate funding and resources associated with an account.

• Potential opportunities for the business• Strategic goals• Lists of defined activities to meet these goals and win opportunities• Strategic goals for an entire account• Tangible goals with the appropriate definition of the potential opportunity• Oracle CRM On Demand supports selling strategies and processes to manage your key

accounts that enable your account teams to create and manage the following:• Business and engagement plans• Related objectives• Opportunities• Activities


Service and Communications:• Oracle CRM On Demand provides the following record

types for information about customer services:• Service Requests. To manage service requests from

customers for products or services.• Solutions. To store answers to common questions or

service issues.

• Communication. To manage customer interactions through your call center (Oracle Contact On Demand).


Partner Relationship Management and High Tech:• Partners. To manage information about the external companies or contacts at

companies who sell or service products belonging to your company.• Partner Programs. To track the requirements and benefits for companies that are part of

your company's partner programs.• Applications. To manage the applications from new or existing partners for partnership

with the brand owner company.• Deal Registrations. To manage the deal registrations that allow partners to request

exclusive rights to an opportunity from the brand owner company.• MDF Requests. To manage the market development funds (MDF) requests for

monetary funds given by a manufacturer's sales or marketing department. • SP Requests. To manage the special pricing (SP) requests from partners for a price

adjustment to a product.• Funds. To manage fund requests, credits, and approvals.• Training and Certification (T&C). To create awareness among the partner community

about the training courses and programs offered for the products and services of the brand owner company.


Life Sciences:• The following tabs are available with Oracle CRM On Demand Life Sciences Edition:• MedEd. To manage medical education events and invitees to those events.• Contact State License. To record the details of the state license (or other jurisdiction) to practice

medicine, and validate signatures for samples that are dropped off by a sales representative.• Inventory Period. To organize the sales force for planning and evaluating metrics (for example, to

perform interim audit counts, final audit counts, and reconciliations).• Sample Transaction. To create, update, and track different types of sample transactions (transfers,

acknowledgements, adjustments, and disbursements or drop sample transactions) and associated transaction items.

• Allocation. To allocate samples to end users and to track the quantity of sample products as well as the period during which sample products are available for distribution.

• Sample Lot. To track lot numbers for sample products.• Sample Disclaimer. To create, update, and track disclaimers for sample products.• Messaging Plan. To manage messaging plans (presentations delivered using a personal computer

or tablet computer for sales users).• Messaging Plan Item. To specify the items that make up a messaging plan.• Messaging Plan Item Relation. To specify a presentation item to provide optional information to

support the primary messaging plan item.


Wealth Management• Financial Accounts. To manage financial account information.• Financial Account Holders. To manage information about holders of financial

accounts.• Financial Account Holdings. To manage the transactions of a single financial product

for a financial account.• Financial Plans. To manage the financial plans of a contact or business for one or

more specific financial accounts.• Financial Products. To manage financial product information.• Financial Transactions. To track the transactions for a specific financial account.• Portfolios. To manage portfolio accounts.• Households. To manage information for a group of related contacts, who live in the

same household.


Insurance:• Claims: To manage information about insurance claims.• Coverages. :To manage the monetary limits and risks covered by an

insurance policy.• Damages: To manage information about damage to the insured

property of a contact.• Insurance Properties: To manage information about insured

property.• Involved Properties: To manage information about contacts involved

in insurance claims.• Policies: To manage information about insurance policies.• Policy Holders: To manage information about holders of insurance

policies.• Broker Profile: To manage information about brokers.


Automotive:• Vehicles. Use these pages to track the sales history

and service history of vehicles.

• Dealers. Use these pages to manage dealer information.


Personalizing Your Application:• You can use the My Setup pages to personalize Oracle CRM On Demand.• Updating Your Personal Details• Setting Your Default Search Record Type• Setting Your Theme• Setting Your Record Preview Mode• Changing Your Language Setting• Viewing Audit Trail Fields• Managing Your Quota• Reviewing Your Sign In Activity• Changing Your Password• Setting Up Your Security Questions• Adding Delegated Users• Reviewing Your PIM Sync Client Activity• Granting Sign In Access to Technical Support• Displaying Your Tabs• Changing Your Detail Page Layout• Changing Your Homepage Layouts• Changing Your Action Bar Layout• Setting Up Your Calendar• Accessing the Data and Integration Tools• Embedding a Favorite Lists Widget• Embedding a Message Center Widget• Embedding a Reports Widget• Embedding a Simple List Widget


Working with Other Applications

• Oracle Offline On DemandYou can copy accounts (and their linked contacts and opportunities), tasks, and appointments to Oracle Offline On Demand (the Offline client) on your laptop or desktop. This allows you to work offline, disconnected from the Internet. When you reconnect to the Internet, you can upload your changes to your company’s Oracle CRM On Demand application.

• Can copy your contacts, tasks, and appointments from Oracle CRM On Demand to Microsoft Outlook and Lotus Notes, and conversely. After updating those records, you can run a synchronization session to keep those records consistent between the two applications. You use Oracle PIM Sync On Demand to perform the synchronization.

• Microsoft Outlook and Lotus Notes Email IntegrationThrough Oracle Outlook Email Integration On Demand and Oracle Notes Email Integration On Demand, you can link specific emails to account, contact, lead, opportunity or service request records in Oracle CRM On Demand. This feature allows you to store critical emails with the records to which they relate.

• Microsoft WordYou can use your Oracle CRM On Demand data to create mail merges and mass email in Microsoft Word using Oracle CRM On Demand Integration for Office.

• Microsoft ExcelYou can create refreshable offline Microsoft Excel reports containing your Oracle CRM On Demand data using Oracle CRM On Demand Integration for Office.

• Segmentation WizardYou can use the Segmentation Wizard to generate contact segments (that is, lists of contacts) based on a combination of account, contact, opportunity, and service request fields in Oracle CRM On Demand.


Reports:• Use the Reports Homepage to create and display reports and charts about your business data.

The Reports Homepage shows a catalog of the available reports. It provides a starting point for running, printing, and saving reports. If your role includes the Manage Custom Reports privilege, you can also create custom reports from this page and make them available to the employees at your company.

• There are two types of reports:

• Custom reports. Custom reports are those created by you or your coworkers. They are available in the Custom Reports and Analyses section of the Reports Homepage. You can access your previously created reports using the My Analysis link. You can access shared reports created by you and your coworkers using the Shared Custom Analysis link. For more information on accessing the existing custom reports, see Setting Up Report Folders. To create your own custom report, click the Design Analysis link. For more information on creating your own custom report, see Getting Started with Answers (Custom Reports).

• Prebuilt reports. Prebuilt reports are provided with Oracle CRM On Demand. They are available in the Quick Lists, Pipeline Analysis, Sales Effectiveness, Customers, Service, and Marketing Effectiveness sections of the Reports Homepage. You cannot edit or delete the prebuilt reports. However, you can open, edit, and save these reports under different names. You can use them to form the basis of a new custom report. For more information about prebuilt reports, see About Prebuilt Reports.


Dashboards:• The Dashboard Homepage shows a list of the dashboards that are

available to you Dashboards can display saved requests, images, charts, tables, text from Oracle CRM On Demand Answers, and links to Web sites and documents

• Interactive dashboards can contain three types of content:• Dashboard objects• Content that is saved in the Oracle CRM On Demand Presentation

Catalog• Views of folders in the Oracle CRM On Demand Presentation

Catalog


Administering Oracle CRM On Demand Use the Administrator pages to set up and customize Oracle CRM On Demand. For

more information about administering Oracle CRM On Demand, see the following sections:

This section Describes these tasksCompany Administration: • Setting Up Your Company Profile and Global Defaults• Activating Languages• Verifying License Statuses and Active Users• Defining Your Company's Password Controls• Defining a Custom Fiscal Calendar• Resetting All Passwords• Reviewing Sign-In Activity for a UserRestricting Use to IP Addresses• Reviewing Your Company's Resource UsagePublishing Company-Wide Alerts• Reviewing Audit Trail Changes with the Master Audit TrailManaging Currencies• Viewing Service Allotment Usage for Your Company• Viewing Historical Service Allotment Usage• Setting Alerts for Service Allotments• Viewing File and Record Utilization Information


Application Customization

Tasks for Record Type Setup• Creating and Editing Fields• Administering the Copy Enabled Setting• Setting Up Custom Field Integration Tags• Setting Up Web Links• Renaming Fields• Using Indexed Custom Fields• Reverting Settings to Defaults• Changing Picklist Values• Customizing Related Item Layouts• Customizing Static Page Layouts• Renaming Field Section Titles• Creating Web Applets

Customer Information Groups in (Contd..)Application Customization

Tasks for Record Type Setup (Continued..)• Defining Cascading Picklists• Managing Search Layouts• Managing List Access and List Order• Creating Homepage Custom Reports• Creating Record Homepage Layouts• Customizing the Audit Trail• Specifying Dynamic Page Layouts• Managing the Behavior of Lookup Windows

Tasks for Application Setup:• Displaying External Web Pages in Tabs• Creating and Managing Action Bar Layouts• Creating Global Web Applets• Uploading Client Side Extensions• Customizing My Homepage for Your Company• Creating New Themes• Enabling Custom Reports in My Homepage• Renaming Record Types• Changing the Icon for a Record Type• Adding Record Types


Tasks for Record Type Setup:• Creating and Editing Fields

• Administering the Copy Enabled Setting

• Setting Up Custom Field Integration Tags

• Setting Up Web Links

• Renaming Fields

• Using Indexed Custom Fields

• Reverting Settings to Defaults

• Changing Picklist Values

• Customizing Related Item Layouts

• Customizing Static Page Layouts

• Renaming Field Section Titles

• Creating Web Applets

• Defining Cascading Picklists

• Managing Search Layouts


Tasks for Record Type Setup (Continued..):• Managing List Access and List Order• Creating Homepage Custom Reports• Creating Record Homepage Layouts• Customizing the Audit Trail• Specifying Dynamic Page Layouts• Managing the Behavior of Lookup Windows• Tasks for Application Setup• Displaying External Web Pages in Tabs• Creating and Managing Action Bar Layouts• Creating Global Web Applets• Uploading Client Side Extensions• Customizing My Homepage for Your Company• Creating New Themes• Enabling Custom Reports in My Homepage• Renaming Record Types

• Changing the Icon for a Record Type• Adding Record Types

Customer Information Groups in (Contd..)• User Management and Access Controls• Setting Up Users• Setting Up Users' Sales Quotas• Setting Up Default Books by Record Type for a User• Changing a User's User ID• Resetting a User's Password• Reviewing Sign-In Activity for a User• Reviewing Security-Related Activities for Users• Adding Delegates for Users (Administrator)• Creating Inventory Periods for Users• Deactivating Users• Setting Up Users (Partners)• Changing a User's User ID (Partners)• Resetting a User's Password (Partners)• Deactivating Users (Partners)• Process of Setting Up Access Profiles• Adding Roles• Setting Up Groups• Setting Up Territories• Process of Setting Up Books• Verifying Book Setup for the Administrator Role• Creating Book Types and Book User Roles• Creating Books and Book Hierarchies• Associating Users with Books• Creating Access Profiles for Books• Enabling Books for Your Company• Enabling Books for Users and User Roles• Adding Books to Record Detail Page Layouts• Assigning Records to Books

Customer Information Groups in (Contd..)Business Process Management:•Creating Workflow Rules•Creating Workflow Actions: Assign a Book•Creating Workflow Actions: Create Task•Creating Workflow Actions: Create Integration Event•Creating Workflow Actions: Send Email•Creating Workflow Actions: Update Field After Wait•Creating Workflow Actions: Update Values•Creating Workflow Actions: Wait•Changing the Order of Workflow Rule Actions•Changing the Order of Workflow Rules•Deactivating Workflow Rules and Actions•Deleting Workflow Rules and Actions•Viewing Workflow Instances•Deleting Instances from the Workflow Monitor•Setting Up Assignment Rules•Mapping Additional Fields During Lead Conversion•Creating Lead Conversion Layouts•Setting Up the Forecast Definition•Updating the Forecast Definition•Setting Up Sales Processes, Categories, and Coaches•Customizing Your Company's Industry List

Customer Information Groups in (Contd..)Data Management Tools:•Preparing for Data Importing•Linking Records During Import•Importing Your Data•Reviewing Import Results•Exporting Your Data•Reviewing Export Results•Oracle Migration Tool On Demand Client Utility•Oracle Data Loader On Demand Client Utility•Creating Integration Event Queues•Managing Integration Event Settings


Content Management:

•Setting Up Product Categories

•Setting Up Company Products

•Setting Up Price Lists for PRM

•Managing Your Company's Attachments

•Setting Up Assessment Scripts

•Setting Up Report Folders


Web Services Integration:

•Downloading WSDL and Schema Files

•Reviewing Web Services Utilization

Life Sciences Management:

•Managing Smart Calls

Source:

• http://docs.oracle.com/cd/E22393_01/books/OnDemOLH/index.htm?toc.htm?getstartmainhelp.html

• http://docs.oracle.com/cd/E22393_01/books/OnDemOLH/index.htm?toc.htm?getstartmainhelp.html

http://docs.oracle.com/cd/E22393_01/books/OnDemOLH/index.htm?toc.htm?getstartmainhelp.html






Oracle crm on demand

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