CRM Program using Oracle EBS

Objectives

Objectives I Oracle ERP Overview Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts

Objectives Contd..

Objectives II Oracle CRM Overview What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting

Objectives Contd..

Objectives III Oracle Marketing Overview Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts

Objectives Contd..

Objectives IV Oracle Sales Overview Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports

Oracle ERP Overview

Oracle ERP Overview

Objectives Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts

Introduction to ERP

Objectives

Enterprise Resource Planning:

What is ERP? The Current Scenario Why ERP? Evolution Expectations

Enterprise Resource Planning (ERP)

A collection of software systems that help to manage business processes for an entire organization Designed to integrate all information processing support for an entire organization
HRM (Human Resource Management)

FRM (Financials Resource Management)

CRM (Customer Relationship Management )

SCM (supply Chain Management)

ERP

MRP (Manufacturing Resource Planning)

ERP - Definition

Software solution that addresses the Enterprise needs, taking a process view of the overall organization to meet the goals, by tightly integrating all functions and under a common software platform In simpler words, an ERP is a massive software architecture that supports the streaming and distribution of geographically scattered enterprise wide information across all the functional units of a business house. It provides the business management executives with a comprehensive overview of the complete business execution which in turn influences their decisions in a productive way.

ERP Definition contd.

It is a company-wide computer software system used to manage and coordinate all the resources, information, and functions of a business from shared data stores. ERP relates to the integrated software infrastructure that supports the entire company business process. ERP refers to a view of a company and all its parts as connected whole, rather than small silos of activity

Organization

A group of people engaged in purposeful activity over extended time A tool used to coordinate in order to obtain Value or organizational goals

Business Process

Work activities across time and place, with a beginning, an end, and clearly identified inputs and outputs. Has sequence, purpose, interaction

Evolution of ERP

1960s - Systems Just for Inventory Control 1970s - MRP Material Requirement Planning (Inventory with material planning & procurement) 1980s - MRP II Manufacturing Resources Planning (Extended MRP to shop floor & distribution Mgmt.) Mid 1990s - ERP Enterprise Resource Planning (Covering all the activities of an Enterprise) 2000 onwards ERP II Collaborative Commerce (Extending ERP to external business entities)

ERP Model

The Before and After of ERP: Before -- each function is supported by multiple applications and interfaces After -- each function is supported by a single application module within the ERP system itself, and all applications leverage a common, authoritative data source.

The Current Scenario

Islands of Information Difficult to get timely & accurate information Heterogeneous Hardware & Software platforms & practices Poor connectivity between different organizational locations Sticking with obsolete technology Resist to change Lack of proven man-power to develop integrated software

Why ERP is required?

One solution for better Management For cycle time reduction To achieve cost control & low working capital To apply latest technologies To satisfy the customers with high expectations To be Competitive & for survival

Basic ERP Applications

ERP covers a broad range of activities that are supported by a multimodule software application. Some examples of modules: Planning Sales Inventory Marketing Purchasing Distribution Maintenance Accounting Manufacturing Finance Human Resource

The Ideal ERP Systems.......

Financials
Accounts Payable, Accounts Receivable, Fixed Assets, General Ledger, Cash Management

Human Resource
Recruitment, Benefits, Compensations, Payroll, time and labor , People management, Work Structure

Supply Chain Management

Inventory management, Supply chain planning, Supplier scheduling, sales order execution, Procurement planning, Transportation and distribution

The Ideal ERP Systems.......

Customer Relationship Management

Sales, Marketing, Service, Commissions, Customer contract and after sales support Relationship Management

Manufacturing
Engineering, Resource & Capacity planning, Material planning, Workflow Management, Shop floor management, Quality control, Bills of material, Manufacturing process, etc.

ERP Options

OPTION 1 MAKE [Using Internal resources] Developing a custom-built ERP package, specific to the requirements of the organization, with the help of the in-house IT department OPTION 2 BUY Going for Tailor-made ERP packages available in the market like SAP, Oracle applications, Baan, PeopleSoft etc. OPTION 3 MAKE [using External resources] Developing a custom-built ERP package, specific to the requirements of the organization, with the help of a software solution provider

Typical ERP Integration

Multi-Currency Multi-Lingual Multi-Mode EDI / Electronic Commerce Web Enabled / Internet Communications Imaging & Multi Media

Advantages of ERP Systems

There are many advantages of implementing an ERP system.

A few of them are listed below: A perfectly integrated system chaining all the functional areas together. The capability to streamline different organizational processes and workflows The ability to effortlessly communicate information across various departments\ Improved efficiency, performance and productivity levels Enhanced tracking and forecasting Improved customer service and satisfaction

Execution phases

(1) ERP product selection (2) Preparations (3) ERP vendor (4) Implementation (5) Post-Implementation

ERP implementation Lifecycle

GO AHEAD COMPANY MANAGEMENT

PRE-SELECTION SCREENING PACKAGE EVALUATION PROJECT PLANING

ERP VENDOR

GAP ANALISIS IMPLIMENTATION TEAM TRAINING

RE-ENGINEERING TESTING GOING LIVE POST IMPLIMENTATION PHASE

CONFIGURATION END USER TRSINING

Disadvantages of ERP Systems

While advantages usually outweigh disadvantages for most organizations implementing an ERP system, here are some of the most common obstacles experienced: The scope of customization is limited in several circumstances The present business processes have to be rethought to make them synchronize with the ERP ERP systems can be extremely expensive to implement There could be lack of continuous technical support ERP systems may be too rigid for specific organizations that are either new or want to move in a new direction in the near future

Customers Oracle ERP

Business Process Reengineering

Just automating the existing business practices will not help ERP to achieve the anticipated results Business Process Re-engineering [BPR] brings out the deficiencies of the existing setup BPR and ERP combination will give way to implement new systems and the long pending improvements in the existing systems BPR may be time consuming but the scope can be restricted & controlled by the Management

Business Process Reengineering Contd.

The BPR approach to an ERP implementation implies two separate, but closely linked implementations involved on an ERP site i.e. a technical implementation & a business process implementation. The BPR approach emphasis the human element of necessary changes within the organization, which is generally more Time consuming & has received its share of criticism for creating bloated budgets & extended projects. The ERP market shifts to a mid-market focus & as all implementation are becoming more cost sensitive; the BPR approach has come under some real scrutiny.

Configuration

Importance of Configuration This is the main functional area of the ERP implementation. Business processes have to be understood & mapped in such a way that the arrived solution matches with the overall goals of the company. The Prototype A prototype- a simulation of the actual business processes of the company- will be used. The prototype allows for thorough testing of the to be model in a controlled environment. As the ERP consultants configure & test the prototype they attempt to solve any logistical problems inherited in the BPR before the actual golive implementation.

Strengths and Weaknesses

Configuring a companys system reveals not only the strengths of a companys business process but also - & perhaps more importantlyits weakness. It is vital to the health of the company & to the success of the ERP implementation that those configuring the system are able to explain what wont fit into the package & where the gaps in functionality occur.

Pointers required for Evaluation

Some important points to remember while evaluating software includes.

Flexibility & Scalability. Complexity User Friendliness Technology Quick Implementation Amount of Customization Required Ability to support multi site planning & control. Local support infrastructure . Total cost i.e. license , training, customization etc.

Summary

Enterprise Resource Planning:

What is ERP? The Current Scenario Why ERP? Evolution Expectations

Navigating Oracle EBS Application

Objectives

Objectives in Navigating Oracle EBS Applications: Log in to Oracle Applications Navigate from Personal Home Page to Applications Choose a responsibility Create Favourites and set Preferences Use Forms and Menus Enter data using Forms Search for data using Forms Access online Help Run and monitor Reports and Programs Log out of Oracle Applications

Logging In to Oracle Applications

Navigating from Personal Home Page to Applications

Forms-based Applications

Self-Service Applications

Creating Favourites and Setting Preferences

Worklist

Preferences

Favorites

Navigator

Choosing a Responsibility

Click a link to the responsibility. Click a link to the function.

Navigator

Menu bar

Toolbar Region tabs

Functions

Expanding or Collapsing the Navigation List

Select one of the following methods to expand an item to its next sublevel window: Double-click the item. Select the item and click Open. Select the item and click Expand.

To collapse an expanded item, select the item and click Collapse.

Expanding or Collapsing Several Items

To expand or collapse several items at once, click one of the following buttons:
Expand All Children expands all the sublevels of the currently selected item.

Expand All expands all the sublevels of all expandable items in the navigation list.
Collapse All collapses all currently expanded items in the navigation list.

Logging Out of Oracle Applications

From the File menu, select Exit Oracle Applications. Use this method to ensure that your username is cleared from system access.

Navigating to a Form

Click for a Function.

Form Terminology
Tool tip Menu bar Help

Title bar

LOV icon Check box Window Scrolling Region

Record /Row Block

Pop-up list

Form Terminology Cont.

Region

Region tab

Field

Button

Field Colours and Records

Field Color
Blue with Black Text White with Green Text

Description
It Indicates drilldown capability It Display only

Creating and Saving a New Record

New Save

Editing and Deleting a Record

Edit Delete

(M) File > New

(M) File > Save

(M) Edit > Record

(M) Edit > Delete

Using a List of Values

Click LOV icon In the field

LOV: Shortcuts Auto Selection List Search Long-List Fields Power List

The list of valid Values is displayed

Using Calendar

Choose a month.

Choose a year.

Choose a day.

Clearing Data and Searching for Information

Clearing Data
Clear

Searching for Information

Help

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

Query Versus Find

Query Mode
Menu bar, (F11) Existing window Wildcards Query count

Find Mode
Menu bar, Toolbar Find window List of values No find count

Using Window Help

(M) Help > Window Help

Navigation Frame Search Frame

Document Frame

Error Messages

The application displays a short message in the message line. Error window informs you of an error. A History button also appears in the error window if an error of a more serious nature occurs.

Using Concurrent Processing

Submits Request

Request Queue
Request 1 Request 2 Request 3

Request Runs

Perform other online interactive tasks.

Other Online Jobs

Running Reports and Programs

Concurrent Processing: Run non interactive tasks, such as reports and programs. It does not interfere with the interactive work you perform on your computer. Standard Request Submission (SRS): Use the SRS interface to run reports and programs. View report output online. Schedule reports and programs. View log information.

Summary

Objectives covered in Navigating Oracle EBS Applications: Log in to Oracle Applications Use Forms and Menus Use functionality of the buttons and tabs that appear in the Navigator window and other forms Create Favourites and set Preferences Understand Form terminology and characteristics Create, save, edit, and delete record using Forms Search for data and enter data using Forms Access online Help Submit Concurrent and SRS requests Log out of Oracle Applications

Oracle Application Features

Objectives

Objectives of Oracle Application Features:

Understand integration of applications System Architecture Major components of the architecture Knowledge over Installation Process

Oracle E-Business Suite

Information Drive Applications Contracts Projects Develop Market Sell

Customers Suppliers Products

HR
Finance Maintain Service

Order

Plan Procure

Fulfill

Make

Integrated, Yet Modular

The open applications solution enables you to

Leverage investment in existing technology Eliminate disparate systems as needed

Vendor X Human Resources

Oracle Finance

Vendor Y Planning

Vendor Z Purchasing

Oracle Marketing

Legacy Environment

R12 Architecture

Business Architecture Modern Foundation Complete End-to-end Integration Global Rapid Implementation

Technical Architecture Forms-based Self-service (HTML/JSPs) Business Intelligence Mobile

Basic Technical Architecture of R12

Desktop Tier

Applications Tier

Database Tier

R12 Architecture
Forms Server

Web Server/Listener
Portal (PHP) Browser Forms Server Concurrent Management Data Server

Servlet Engine
Java Server Pages (JSP Discoverer Server Reports Server Administration Server Desktop tier Application tier Database tier

The Network

While the network is not a tier of the R12 EBusiness Suite's 3-tier architecture, it is a critical (possibly THE critical) component of making it all work. R12 allows access through multiple channels including internal networks (LANs/WANs) and external networks (Internet/VPNs). The connection links themselves can vary from slow-speed dial-up connections to high-speed fiber optic channels. All of the choices in the network will ultimately affect your performance, for good or bad.

Rapid Install

Rapid Install
Database Applications Technology Stack File System

Oracle Reports Oracle Forms

Graphics iAS

Rapid Install Utility

Automates many of the steps required for installing Oracle Applications, Release 12 Simplifies both single-node and multi-node installations Creates, installs, and configures all of the components required for your Oracle Applications system Minimizes installation time Allows you to select languages and the corresponding character sets Reduces the number of certification issues

Rapid Install: Tasks

With Rapid Install, you can perform the following tasks:

Install a new, fully configured Oracle Applications system.

Install a new database node or Applications node technology stack

Set up the file system and configure server processes for an upgraded system

Use a Wizard to guide you through the screens to carry out the selected task

Summary

Objectives covered in Oracle Application Features:

Understand integration of applications System Architecture Major components of the architecture Knowledge over Installation Process.

Entities Integrating the Business

Objectives

Objectives in Entities Integrating the Business Shared Entities in R12 EBusiness Suite Key business flows and integration between various modules in the R12 EBusiness Suite.

What are Shared Entities?

Shared entities in the R12 EBusiness Suite allow the one-time definition of an object, and the use of that object across several products. Shared entities are "owned" by a single product for table purposes only. It does not designate the primary user or decision maker.

EBusiness Shared Entity Examples

Entity
AOL
Set of Books Items

Description
Application Object Library
Accounting information records Raw Materials, finished goods or services

Unit of Measure Method of quantifying items

Suppliers
Customers Sales Force Employees Locations Organizations

Vendors we buy from

Buyers of the end product Individuals credited with sales revenue Personnel who perform assigned tasks Business sites (addresses) Logical unit entities

Shared Entities

Application Object Library

AOL

Unit of Measure

Currencies

Languages

Users

Menus

Length Base Unit = 1 cm 1 m = 100 cm 1 km = 100,000 cm

Site Profile Options

Responsibilities

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

Shared Entities

Items

Supplier

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

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

Shared Entities

Customers

Sales Force

Buyers of our end products and/or services

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

Owned by Receivables

Shared Entities

Employees

Ledger

CoA

Calendar

Currency

Individuals employed by the company who perform certain tasks

Owned by Human Resources Owned by General Ledger

Shared Entities

Locations

Organization

Physical addresses that may represent our company's addresses or our customer's addresses
Owned by Human Resources

Entity designation used to partition data into logical units

Owned by Human Resources

Key Business Flows

Plan
Concept to Release Forecast to Plan

Source

Make

Market

Sell

Support

Campaign to Order Procure to Pay Demand to Build

Contract to Renewal

Click to Order Order to Cash Request to Resolution

Inventory to Fulfillment

Back Office

People to Paycheck

Project to Profit

Acctg. to Fin Reports

Click to Order

User Mgmt
Inventory Items JTA In-Store Mkt Marketing Qualifiers & Discounts

Leads Sales

iStore

Get Price Pricing Get Price

Shopping Cart/ Quote

Quoting Order Fulfillment Book Order (Order to Cash)

Order to Cash

Set of Books General Ledger Cash Management Banks Receivables/ Revenue/ Receipts Purchasing/ iProcurement Reqs Invoices Receivables /iReceivables Customers

Inventory Activity Inventory UOMs Interorg/ Shipments Inventory Transactions

Order Management

Items

Summary

Objectives covered in Entities Integrating the Business Shared Entities in R12 EBusiness Suite Key business flows and integration between various modules in the R12 EBusiness Suite.

Administration of Oracle Application

Objectives

Objectives in Administration of Oracle Application: Describe the R12 EBusiness Suite security model Define Users Use Menu and Function security to modify responsibilities Understand Securing and Excluding attributes work Understand Profile Options

Application Security Model

User

Application

Responsibility

Oracle

Reports

Windows

Define New User

Enter User Name and Password Require Password Change Limit Access Attempts Enter Users Start and End Dates

Assign One or More Responsibilities

Define Buyers, Sales Force Create CRM Resource

Assigning Responsibilities to Users

Using Predefined Responsibility

Using Custom Responsibility

Define or modify components

1
Define or Modify

Define or modify responsibility Exclude functions and menus Define application user

1
Assign

Define application user

2
Assign

Importance of Responsibilities

Responsibilities determine:
Menus and forms you can access Reports you can run The set of books youll work with Your operating unit Which types of applications you may access

Components of a Responsibility

Data group

Request security Data group group

Menu Data group Exclusions

Defining a New Responsibility

Enter application and responsibility name Enter start and end dates Select data group Select menu Select request group Enter menu or function exclusions Enter securing or excluding attributes

1 2 3 4 5 6 7

Managing Function Security

Menu Level 1 Function Menu Level 2 Function Function Menu Level 3 Subfunction Subfunction Function Menu Level 2 Subfunction Menu Level 2 Function Function

Function: A set of executable code available as a menu option

Subfunction: A subset of a forms functionality

Menu Displays in the Navigator

Built into the menu Menu Level 1 Function Menu Level 2 Function Function Menu Level 3 Subfunction Subfunction Function Menu Level 2 Subfunction Menu Level 2 Function Function Menu Level 1 Function Menu Level 2 Function Function Function Menu Level 2 Function Function Seen in Navigator

Excluding Functions and Menus

Menu Level 1 Function-A Menu Level 2 Function-B Function-C Menu Level 3 Function-A Function-D Function-E Menu Level 2 Function-D Menu Level 2 Function-F Function-G Function-H

Excluding a function affects the function regardless of level.

Excluding a menu excludes all of its child functions.

Profile Hierarchy Levels: Security

User level Responsibility level Application level Site level

Personal Profile Values

Depending on the responsibility, many users can change their personal options:
Navigate to (N) Profile > Personal to see a list of the profiles already defined. If the User Value field is unprotected, you can select a value for this profile option from the list of values, or enter a value directly.

System Profile Options

The System Administrator can set profile options at any level:

Navigate to (N) Profile > System to see the Find System Profile Values Window. You can set a profile value at the user, responsibility, site, or application level for profile options using the Security hierarchy type.

Summary

Objectives covered in Administration of Oracle Application: Describe the R12 EBusiness Suite security model Define Users Use Menu and Function security to modify responsibilities Understand Securing and Excluding attributes work Understand Profile Options

Understanding Flexfields

Objectives

Objectives in Understanding Flexfield:

Discuss Flexfields Define value sets Define key Flexfields Define descriptive Flexfields Enter values

Using Flexfields to Configure Applications

General Ledger
Application windows

Assets

User-defined Flexfield windows

Benefits of Flexfields

Flexfields provide the following benefits:

Configure applications to support your own accounting, product, and other codes. Enable the construction of intelligent keys. Configure applications to capture additional data. Use the application to validate values and value combinations entered by the user. Support multiple field structures depending on data context.

Key and Descriptive Flexfields

Key flex fields build unique entity identifiers

__ Item Information _________ Category Item Color

COM 876

Computer Monitor Light tan

LTN

Payment Store Dept. Number Exp. Dt

Type
54321 987

CC

4958-2938-4747
12 - 99

Descriptive flex fields gather additional information

Key Flexfields

__ Sales Information ______________________ Transaction Customer

3987 Jane Doe COM-876-LTN Computer - Monitor - Light Tan

Payment Type

Standard window

Item
Description

[]

Key Flexfield window

__ Item Information _______________ Category Item Color

COM
876 LTN

Computer Monitor Light tan

Using Key Flexfields to Build Intelligent Keys

Business A

Business B

____Account Entry ___

Corporation Subsidiary Division Department Account
10 283

___Account Entry ____

Company Division Department Account
21 42 502 015

3003
025 203

Key Flexfield Examples

General Ledger Accounting Flexfield Assets Asset Key Flexfield Location Flexfield Category Flexfield Service Service Item Flexfield

Receivables Territory Flex fields Sales Tax Location Flex field Inventory Item Categories System Items Sales Orders Item Catalogs

Descriptive Flexfields

__ Sale Information ____________________ Transaction Customer Item Description

3987
Jane Doe COM-876-LTN []

Payment Type

CC

Computer - Monitor - Light Tan

CK Payment Type Store 54321 Dept. 987 Number 1028 Second ID MC 4565-3939

CC Payment Type Store 54321 Dept. 987 Number 4958-2938-4747 Exp. Dt 12 - 99

Descriptive Flexfield Examples

Storing supplier numbers from converted suppliers The address style Storing order information with an invoice Storing project information with an invoice Storing vehicle information associated with the asset category Vehicle Name of customer service rep responsible for the sales order Web link to map of property or location in Property Manager

Key and Descriptive Flexfield Comparison

Key Flexfields
Owned by one application; used by many

Descriptive Flexfields
Associated with tables in a specific application

Required to set up, not always Setup is optional required to use. Intelligent keys Identifies entities No intelligence, store additional information Captures additional information only

Components of a Flexfield

Flexfield/Structure

Flex field Structure

Segments

Segment 1

Segment 2 PC

Values (if needed)

COMPUTER
10 CHAR Independent Upper Case Required

SERVER LAPTOP
12 Char Dependent Upper Case Required

Data format

Segment Prompts and Value Descriptions

Flexfield segment prompts __ Item Information _______________ Category Item Color

COM 876 LTN

Computer Monitor Light tan Flexfield value descriptions

General Steps to Implement a Flexfield

Plan Flexfield segments, structures, value sets and values. Define value sets. Define Flexfield structure. Define values. Define security and cross-validation rules if necessary.

Value Set Attributes

Name Unique value set name (Do not use XX-, XX_ , XXX-, XXX_ or any Oracle reserved name.) Description Free-form descriptive text List Type
List of Values Long List of Values Poplist

Security Type
No security Hierarchical Non-hierarchical

Types of Value Sets

None: Validation is minimal. Independent: Input must exist on previously defined list of values. Dependent: Input is checked against a subset of values based on a prior value. Table: Input is checked against values in an application table. Special: Value set uses a Flexfield itself.

Types of Value Sets contd.

Pair: Two Flexfields together specify a range of valid values. Translatable Independent: Input must exist on previously defined list of values; translated value can be used. Translatable Dependent: Input is checked against a subset of values based on a prior value; translated value can be used.

Planning Data Format Validation

Format Type: Value data type Maximum Size: Maximum allowable size for a value Precision: Number of decimal places Numbers Only: Only entry of numbers 09 Uppercase Only: Lowercase input becomes uppercase Right-Justify Zero-Fill: Shifts number to right, pads from left Max/Min Values: Beginning and ending values of a range

Designing the Key Flexfield Layout

Title

Description: __Sales Information_____ Description:

Category Structure Item Color Prompts

COM 876 LTN

Order of segments

Value sets COM FURN APPL

Segment separator

Values

Key Flexfield Structure

Business A
_____Account Entry __ Corporation Subsidiary Division Department Account 10 203 3003 025 203

Business B
_____Account Entry __ Company Division Department Account 10 203 3003 025

10-203-3003-025-203

10-203-3003-025

Storing Code Combinations

__Account Entry __
Company Division Department Account
10
203 3003 025

(Code combination) 10 - 203 - 3003 - 025

Code Combinations Table SEGMENT1 10 SEGMENT2 203 SEGMENT3 3003 SEGMENT4 025

Examples of Segment Defaults

Default Type
Constant Current Date Current time Field Profile Segment SQL Statement

Default Value Any literal value Current time Current time or current date/time Default Value field value Value of profile in Default Value Value in prior segment Result of SQL query

Other Key Flexfield Features

Dynamic insertion of new values Cross-validation of segment value combinations Security on value access Aliases to speed data entry

Allowing Dynamic Insertion

Indirectly (from display window) __ Sales Information _____________________ Transaction Customer Item Description
3987 Jane Doe

Payment Type:

CC

COM-876-LTN
Computer Monitor Tan

[]
(Foreign key)

Directly (from entry window)

__ Part Number ________________

Category Item Color
COM

Computer Monitor

876
LTN

Light tan

Code Combinations Table

Cross-Validating Values
State Value Set
CA California NY New York

Country Value Set

USA United States UK United Kingdom

City Value Set

TX Texas

Los Angeles London New York Houston

Asset Location Flexfield

__ Asset Location _____________ Country State City UK CA Houston

United Kingdom
California

Houston, California, United Kingdom not allowed

Using Value Set Security

Category Value Set without security

COM FURN APPL

COM
Description: Description: __Item Number_____

Category Category Value Set with security COM FURN APPL COM

Item
Color Weight

(EXCLUDE COM)

Using Shorthand Aliases

__Sales Information_______________________ Transaction 3754 Customer

Address City Zip Item
Description: ___Item Alias____ Big Manufacturing 1211 State Dallas 75219 COM-876-LTN State Country TX USA

Part Tan Monitor

Tan Monitor Hard Drive Laser Printer

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

List of Aliases

Freezing and Compiling the Definition

Automatically compile :Save after freezing the Flexfield Submit the request to build the structure view by freezing; submit the request to rebuild the Flexfield view by closing the window. Update : Freeze and compile after Updation. changes take place immediately. You see your changes immediately. Other users must exit the system or change responsibilities.

Identifying a Descriptive Flexfield

A descriptive Flexfield is indicated by a single-space field enclosed in brackets. [ ] This symbol indicates descriptive Flexfield on Form. In some cases there may be multiple descriptive Flexfields for use with the same form.

Descriptive Flexfield Components

Global segment: Displays information common to all contexts Context-sensitive segment: Displays information appropriate only to a particular context Reference field: A field on the application window whose value is used to determine contexts Context field: A field in the structure whose value is used to determine contexts

Locating the Flexfield Definition

Use the Descriptive Flexfield Segments window to locate the target Flexfield definition by finding the application that owns the definition and the Flexfield title. A Flexfield may appear on more than one window. However, defining the Flexfield once automatically defines it for all locations. After you access the definition, you can begin making changes. If the Flexfield is already frozen, unfreeze it first.

Storing Descriptive Flexfield Segments

Structure A Global AAA

Structure B
Global AAA

Context BBB
Context CCC

Context DDD

CONTEXT
Structure A
Structure B

ATTRIBUTE1
Global AAA
Global AAA

ATTRIBUTE2
Context BBB
Context DDD

ATTRIBUTE3
Context CCC

Freezing and Compiling the Definition

Check the Freeze Definition check box

Click to compile

Summary

Objectives covered in Understanding Flexfield:

Discuss Flexfields Define value sets Define key Flexfields Define descriptive Flexfields Enter values

Organization Hierarchies

Objectives

Objectives in Organization Hierarchies: Explain what Multi-Org is Explain the Multi-Org entities Explain how data is secured Explain cross organizational reporting

What Is Multi-Org?

Applications and database enhancement Enables to consolidate your operations under one installation of Oracle Applications on a single global instance Keeps transaction data secure by line of business

Basic Business Needs

Support for multiple business units with different set of books Secure access to data on a single instance by line of business Define different organizational models Sell and ship from different legal entities Purchase and receive from different legal entities Produce reports across entities or within a single entity

Organization Model
Balancing Entity/Funds Business Group

HR Bal Seg 1
GL, FA

Set of Books

Bal Seg 2

Legal Entity

Flex field Security Rule

Operating Unit

AP, PO, AR, OM, + INV, MFG Ship

Inventory Organization

Sample Organization Structure

Set of Books

LE

OU

MIO IO

Security Model

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

Determines operating unit Determines reporting ability

Select
Users Responsibilities

Tied to an
Operating Unit

Basic Steps to Enable Multi-Org

Define organization structure Convert to Multi-Org Perform setups unique to each operating unit (i.e. Financials options, customer address setup, supplier site setup, bank accounts)

Define the Organization Structure

Corporate

US

Canada

Japan

US

Canada

Japan

E
Chicago

W
West
Tokara Islands

East

Inventory
Calgary Manufacturing Montreal Inventory Quebec Manufacturing

Warehouse

Perform Setups Unique to Each Operating Unit

Many setups must be repeated for each operating unit. For example:
Supplier sites Customer addresses System options (System, Financial, Purchasing, Payables, etc.) Payment terms Tax names Price lists, discounts and quantity price breaks

Adding to the Organization Structure

Original Wid Co. (SOB) US 1 (LE) West Ops (OU) US 1 (LE) West Ops (OU) Plant 1 (IO) Add New

Wid Co. (SOB)

US 2 (LE) East Ops (OU) Plant 2 (IO)

Plant 1 (IO)

Cross Organization Reporting

Report at multiple levels:

Ledger GRE/Legal entity Operating Unit

Security profile
MO: Top Reporting Level

Enhanced reporting features:

Reporting Level Reporting Context

Summary

Objectives in Organization Hierarchies: Explain what Multi-Org is Explain the Multi-Org entities Explain how data is secured Explain cross organizational reporting

Process flow and Alerts

Objectives

Objectives in Process flow and Alerts:

Describe Workflow Discuss Workflow components Respond to workflow notifications Monitor a process in the workflow monitor Alert Process Overview

Enabling E-Business

Streamlines business processes . Workflow delivers a complete business process definition, automation, and integration solution.

Workflow: The wiring for e-business

Workflow Processes
Customer: Receive External Order

Customer: Credit Check

Customer: Get Order Details

And

Customer: Advanced Shipment Order Process End

Customer: Send Order Acknowledgment

Customer: Receive iStore Order

Customer: Stock Check

Customer: Send Supplier Invoice

Workflow-Driven Business Processes

Workflow focuses on managing the business process, not individual transactions. Define and implement your business policies Streamline the entire process Route information Capture exceptions and take action Build continuous improvements directly into the process definition Adapt your processes as your business changes

Workflow-Driven Business Processes

Workflow automates and streamlines business processes contained within and between enterprises. For example, you can use workflow processes to: Add personalized trading partner rules Validate self-service transactions Approve standard business documents Step through daily transaction flows Integrate with trading partner systems

Examples of Workflow Activities

A workflow is a set of business rules that can: Create accounting based on your requirements Route business documents internally for approval Initiate an outbound message (queue an approved purchase order for transmission to a supplier) Be started as a result of an inbound message (eg. an inbound Payables Invoice) Generate and send notifications that can be viewed from your personal home page or the notifications window Generate and send e-mail to an e-mail client (respond directly to notifications without accessing Oracle Applications

Event-Based Workflow

Oracle E-Business Suite or Application

Business Event System

Workflow Process

Oracle Workflow Availability

Oracle Workflow is available in two versions: Standalone With the Oracle Database (both Standard Edition and Enterprise Edition) With the Oracle Application Server With the Oracle Collaboration Suite Embedded in Oracle E-Business Suite Self-service applications Professional applications

Supported Process Constructs

Looping Results-based branching

No Verify Authority

Yes

Approved

True Start Select Approver Notify Approver

Rejected

Notification System

Notification Mailers with outbound SMTP server and inbound IMAP server

E-mail clients

Workflow Engine

Directory Services

Notification System

Worklist pages Web pages

Application Oracle Database

Attached Oracle E-Business Suite forms or URLs

Alert Process Overview

Alert!

Server

Send email message Submit concurrent program request Run SQL script Run a SQL script that starts a workflow Run operating system script

Client

Client

Types of alerts

Event
1. Shipment Confirmation: Notify a user as soon as a shipment has been processed. 2. Supplier Hold: Notify Purchasing Manager as soon as a supplier has been placed on hold.

Periodic
1. Payroll: Show current balance and vacation reported by month (monthly). 2. Purchasing: Show all blanket agreements that will expire (daily)

Summary

Objectives in Process flow and Alerts:

Describe Workflow Discuss Workflow components Respond to workflow notifications Monitor a process in the workflow monitor Alert Process Overview

Oracle ERP Summary

Oracle ERP Summary Introduction to ERP? Navigating Oracle EBS Application Oracle Application Features Entities Integrating the Business Administration of Oracle Application Understanding Flexfields Organization Hierarchies Process flow and Alerts

Oracle CRM Overview

Oracle CRM Overview

Objectives: What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting

What is CRM?

What does CRM mean to you?

What makes you different?

What makes you different? The Best product? The lowest price? A satisfied customer?

Problems faced by Companies

Sales teams are missing revenue targets Deals stuck in the pipeline, frequently missed sales "commits, Need to improve sales representatives' knowledge of products, customer needs and competition. How do I build customer loyalty and reduce churn? How can I make better decisions for the future with existing information? Organizations strive to remain competitive and service increasingly discerning customers. How to Develop a Smarter Sales Organization. These are few of the issues that the beleaguered Managers must tackle day in and day out

Common Barriers To Increasing Revenues

Customer Relationship Management

CRM is a "big picture" approach that integrates the sales, order fulfillment, and customer service, and co-ordinates and unifies all points of interaction with the customer, throughout the Customer Life Cycle (CLC). CRM is the term given to the process of managing your relationship with your customers..better. Major Objective for any company is increased revenue, decreased cost and increase loyalty of the Customer Provides a unified view of the customer across an enterprise.

Customer Relationship Management

Why is CRM important to an Organization

Why is CRM important to an Organization

The benefits of CRM are clear: By streamlining processes and providing sales, marketing, and service personnel with better, more complete customer information. CRM enables organizations to establish more profitable customer relationships and decrease operating costs. Sales organizations can shorten the sales cycle and increase key sales-performance metrics such as revenue per sales representative, average order size, and revenue per customer Marketing organizations can increase campaign response rates and marketing-driven revenue while simultaneously decreasing leadgeneration and customer-acquisition costs Customer service organizations can increase service-agent productivity and customer retention while decreasing service costs, response times, and request-resolution times

The Marketing Concept

Marketing is discovering what customer wants, producing as per the needs, pricing appropriately, promoting and selling to customer.

Starting point Focus Means Ends

Target market Customer needs Integrated marketing Profits through Customer Satisfaction

The Selling Concept

Selling is act of persuading or influencing a customer to buy a product or service.

Starting point Focus Means Ends

Factory Products Selling and Promotions Profits through volumes

CRM Systems

Many IT systems have been developed to assist improving the efficiency of CRM, they have been grouped together and are now generically known as CRM software. They range from contact databases to campaign management software. They help get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. Refers to a software-based approach to handling customer relationships. Information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Used to implement CRM goals like- to improve services provided to customers, and to use customer contact information for targeted marketing Software is often necessary to explore the full benefits of a CRM strategy.

CRM Systems

It is a software "solution", there is a growing realization in the corporate world that CRM is actually a customer-centric strategy for doing business; supported by software.

Benefits

Increased sales revenues Increased win rates Increased margins Improved customer satisfaction ratings Decreased general sales and marketing administrative costs

CRM: The Payoff

On the plus side, customers with successful CRM systems report higher profits; lower costs to attract and retain customers; greater customer loyalty; and smoother, more streamlined workflows. Specific benefits cited include: More timely and targeted customer services Increased per-customer revenues Greater cross-sell and up-sell success Trimmed sales cycles More-efficient call center operations Improved sales forecasting Fewer customer problems Better-informed marketing decisions

Eight Building blocks of CRM

CRM - Service Process Overview

Service and Support Organization

Increase Customer Satisfaction and Loyalty

Features
360 customer view Centralized knowledgebase Call scripting Real-time service optimization with analytics Customer satisfaction surveys

Benefits
More personalized, consistent service First call resolution Reduced training costs
Easy to use service solution increases customer satisfaction and loyalty

Business Challenge

Companies often spend significant amounts of time and money collecting data about their sales and service operations. But they have no way to use the data to proactively evaluate their businesses.

CRM provides critical insight

Business Solution

Embedded analytics available to everyone

Put analytics directly into the hands of all users. Empower everyone to be critical thinkers in their areas. Use interactive reports and analyses to see different perspectives. Take action quickly on current information. Quickly create analyses to answer your specific questions. Customize the layout to help you focus on key business problems. Save and publish your new analyses.

Interactive analyses that present current data

A tool for creating ad hoc analyses

Management Reporting

One of the great advantages of having a centralized repository holding so much information about your customers and your sales is the ability to produce useful and effective reports. Here are a few examples of the types of information that can easily be extracted:
Sales information - broken down by sales staff, or month, or sales status, or marketing campaign Return on Investment for marketing strategies Customer extracts - for example, all customers with opportunities in a particular status Workloads - who is dealing with the bulk of your work Project management - what stage is your project at? What tasks are complete or overdue?

Intelligent Data means better Decisions

CRM system places management information at your fingertips, equipping you to take informed decisions for your business. Advanced Analytic and Business Intelligence Capabilities Turn Data into Actionable Insight
Drive more-informed decisions at all levels. Convert insight into action via interactive dashboards. Identify key business trends. Deepen business insight with custom reports Compare business performance over time via built-in data warehouse.

Real-Time & Historic Analytics

Features Snapshots comparing business performance over time Dozens of pre-built reports, easy to build custom reports Benefits Drive corporate objectives with quantified business data Make better decisions based on full context and real insight Deepen business insight with custom reports

Analytic Capabilities

Analytic capabilities provide the ability to track every marketing dollar to specific revenue outcomes.: Easily quantify leads generated Gain real-time insight to campaign performance Associate responses to sales opportunities Analyze campaign effectiveness and response

Oracle CRM Summary

Oracle CRM Summary What is CRM? Problems faced by Companies Common Barriers To Increasing Revenues Customer Relationship Management Why is CRM important to an Organization The Marketing Concept The Selling Concept CRM Systems and Benefits Eight Building blocks of CRM Increase Customer Satisfaction and Loyalty Management Reporting

Oracle Marketing Overview

Oracle Marketing Overview

Objectives: Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts

Marketing Product Overview

Objectives

After completing this lesson, you should be able to do the following: Identify marketing challenges Define marketing goals Explain the Oracle Marketing solution Describe how Oracle Marketing fits in the E-Business Suite List the benefits of using Oracle Marketing Describe the main features and functions of Oracle Marketing Identify the integration points for Oracle Marketing

Marketing Challenges

Customer Insight Precision Targeting Information Accuracy

Shorter Cycle Times Resource Constraints Process Coordination

Analysis Consistent Messaging Optimal Collateral Use Multiple Channels

Planning

Execution Results Capture Cost Control Performance Management

Marketing Goals

Drive Revenues
Identify the right customers Offer targeted promotions

Reduce time to market

Automate standard business flows Integrate marketing, sales, and financial processes

Optimize channel usage

Deliver consistent messages Allocate leads to best channel

Oracle Marketing Solution

Data Mining Analytics Consistent Messages Multiple Marketing Channels E-mail Web Direct Phone Ads Prospects

Customer Information Marketing Needs

Analyze

Plan

Target

Execute

Monitor

Workflow-based process automation Responses Leads Sales

Inventory

Financials

Sales

Pricing

Fulfillment

Where it Fits in the E-Business Suite

Oracle Marketing

Single Customer Data Model

Business Benefits

Create and manage demand Improve customer profitability Keep marketing aligned with other segments of the enterprise Measure marketing performance Understand the competitive landscape

Features and Functions

The key features and functions of Oracle Marketing include: Campaign planning and execution Segmentation and List Management Predictive Modeling and Scoring Web Marketing Budget and Cost Management Promotion Management Product and Pricing Management

Features and Functions

The key features and functions of Oracle Marketing include: Deliverable and Message Management Event Logistics Management Response Management Analysis and Reporting Leads Management Marketing to Partners Robust Security

Integration Points

Sales Telesales Scripting Proposals Leads General Ledger Human Resources Partner Management Territory Manager Advanced Outbound Oracle Marketing

iStore PLM/Inventory Content Manager Advanced Pricing Quoting/Order Mgt Discoverer Data Mining/OP Interaction History One-to-One Fulfillment

Trade Management

Review Question

What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get realtime, accurate information? A. End-to-End Process Automation B. Single Customer Data Model C. Diverse Architecture

Answer to Review Question

What feature in the Oracle E-Business Suite makes it easy for customers to integrate their business processes and get realtime, accurate information? A. End-to-End Process Automation B. Single Customer Data Model C. Diverse Architecture

Review Question

Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. Oracle Content Manager B. Oracle One-to-One Fulfillment C. Oracle Scripting

Answer to Review Question

Centralized marketing collateral management is enabled by Oracle Marketing integrating with which of the following applications? A. Oracle Content Manager B. Oracle One-to-One Fulfillment C. Oracle Scripting

Objectives

After completing this lesson, you should be able to do the following: Identify marketing challenges Define marketing goals Explain the Oracle Marketing solution Describe how Oracle Marketing fits in the E-Business Suite List the benefits of using Oracle Marketing Describe the main features and functions of Oracle Marketing Identify the integration points for Oracle Marketing

Marketing Campaigns

Objectives

After completing this lesson, you should be able to do the following: Define Marketing Campaigns Implement Campaign Users Create a Campaign Template Describe the Campaign Approval process Set up Marketing Mediums Set up rules and security for Campaigns

What are Marketing Campaigns?

Campaigns are planning objects in Marketing Each campaign contains a set of campaign activities Custom setups can be used to configure campaigns for different activities and channels Out-of-the-box key metrics are available for campaign tracking Monitors can be configured and associated to automate complex multistage campaigns based on a condition or time

Campaigns in the Objects Hierarchy

Program

Campaign1

Campaign2

Campaign3

Campaign Activity1

Campaign Activity2

Campaign Activity3

Campaign Activity4

Implementing Campaign Users

Depending on the job functions, assign one or both of the following responsibilities to a Campaign user: Marketing User
Creates campaigns, activities, programs, budgets and budget security Provides access to the Campaign Workbench

Marketing Administrator
Performs all functions of the Marketing User, as well as administrative privileges Ability to navigate from the Campaign Workbench to the Audience Workbench through links

Campaign Components

Geography
To indicate the location where a campaign will execute

Products
To associate a product or product family

Costs, Revenues, and Metrics

Seeded metrics are automatically available for a campaign Metrics from associated activities roll up to a campaign

Campaign Components

Deliverables
Electronic deliverables are stored in Oracle Content Manager repository Physical deliverables are stored manually as Inventory items

Budgets
Source funds for a Campaign Enter an initial estimate Make a budget request

Monitors
Automatically execute activities based on dates or specific conditions

Campaigns at Work

Scenario: Vision Enterprises finds that sales of its laser printers are dipping in Western region. It plans to launch a series of activities as part of a focused campaign to promote the product. It also plans another campaign to follow up with surveys and calls to its new laser printer customers.

Campaigns at Work

Campaign Westbound

Campaign Follow up

Sales Schedule

Print Schedule Telemarketing Schedule Web Ad E-mail Schedule

Dynamic Recommendation

Setting up Campaign Templates

A Campaign Template provides the framework to create campaigns Create a Campaign Template with the following information:
Name Campaign Type

Campaign Approval Process

New

Planned

Concept Approval

Budget Line Approval

Budget Approval

Active

Setting up Channels and Marketing Mediums

Marketing mediums are used within the execution of campaign activities Marketing Mediums are associated to specific Marketing Channels The Process flow is as follows:
Determine business requirements Create a marketing medium Associate the marketing medium to a specific channel Create a campaign Create a campaign activity Include the marketing channel and medium as part of the campaign activity

Setting up Categories

Categories are used: To group objects As selection and search criteria to locate objects To impose business rules In the following marketing functional areas:
Deliverables Metrics Events Budgets Approval Rules

Setting up Geography

Define Geography Location Type

Up to eight levels can be set up

Define Geographic Areas for the locations

Select Parent Geographic Area Select a Type for the child area

Setting up Monitors

Monitors enable you to automatically execute activities on marketing initiatives when specific business situations arise Set up Monitors based on:
Metric values of a single initiative Metric values of two initiatives Metric values of a custom query

Implementing Campaign Security

Team Security Oracle Content Manager Security

Summary

After completing this lesson, you should be able to do the following: Define Marketing Campaigns Implement Campaign Users Create a Campaign Template Describe the Campaign Approval process Set up Marketing Mediums Set up rules and security for Campaigns

Campaign Execution

Objectives

After completing this lesson, you should be able to do the following: Perform pre-campaign analysis using the Campaign Workbench Place an activity in the objects hierarchy Describe a Campaign Activity Identify Activity Channels and Purposes Define an Activity Template Describe the Campaign Activity creation flow

Campaign Workbench

From the Campaign Workbench, a marketer can: Setup activity templates Perform pre-campaign analysis Perform channel, media, and audience planning Quickly design and execute marketing and sales activities Track, review, and analyze marketing activities

Tools for Pre-Campaign Analysis

Campaign Dashboard Activities Gantt Chart Activities List Campaign Hierarchy View

Campaign Dashboard Elements

Campaign Effectiveness bin

Review key campaign performance metrics

My Recent Activities bin

View your recently updated activities

Active Activities by Channel chart

Visual representing the percentage of activities executed via each channel

Shortcuts
Links to specific marketing and administrative functions

Activities Gantt Chart

Gantt charts help to provide answers to such questions as: Are we targeting the same set of prospects with many offers in the same time period? Are we sending two emails to the same segment for the same product at the same time?

Activities Gantt Chart

Gantt charts help review timelines for existing Campaign Activities. Activities retrieved for review are based on specified search criteria. These can include:
Channel of execution Segment targeted Product promoted Status of the Campaign Activities

Activities List

The Activities List functionality provides a list of existing Campaign Activities. The following seeded searches can be used to search for activities:
My Activities All Activities

Users can create personalized searches. The list of activities can be viewed as a sorted set of activities. For each activity in the list, activity reports can be viewed by drilling down using the Reports icon.

Campaign Hierarchy View

The Campaign Hierarchy View functionality can be used to: Review existing campaigns View Campaign Activities associated to a campaign in a hierarchical view Drill down to view activity details Create activities Copy activities Drill down to view activity reports

Campaign Execution

A Campaign is executed through Campaign Activities. A Campaign Activity is associated with an Activity Template. A Campaign Activity may be associated with a Purpose. A Campaign Activity is executed via a channel. Campaign Activity security is inherited from the parent campaign.

Activities in the Objects Hierarchy

Program

Campaign1

Campaign2

Campaign3

Email Campaign Activity

Print Campaign Activity

Call Campaign Activity

Advertising Campaign Activity

Activity Templates

An Activity Template provides the framework for a Campaign Activity. It is associated with:
Channel of execution one seeded template for each channel Activity Purpose Default List Templates Activity planning requirements Approval requirements

Campaign Activity Purposes

Marketers may choose from the following seeded purposes: Cross Sell Up Sell Customer Acquisition Customer Retention Lead Maturation

Campaign Activity Channels

Campaign Activities are executed through different channels.

E-Mail

Fax

Direct Mail - Print

Web

Telemarketing

Advertisement

Activity Creation and Planning

Create Activity

Associate Products/ Offers

Select Target Group

Update Tracking Setup

Associate Supporting Content

Associate Outbound Collateral

Associate Notes

Submit for Approval

Basic Activity Creation

Attributes to set for a Campaign Activity: Activity Template Purpose Parent Campaign Launch and End Dates Repeating Option

Summary

You should be able to do the following: Perform pre-campaign analysis using the Campaign Workbench Place an activity in the objects hierarchy Describe a Campaign Activity Identify Activity Channels and Purposes Define an Activity Template Describe the Campaign Activity creation flow

Implementing Fulfillment of Marketing objects

Objectives

After completing this lesson, you should be able to do the following: Identify the integration points for an e-mail survey Describe a Content Type, Cover Letter, and Query Explain Marketing/One-to-One Fulfillment integration Explain Marketing/Scripting integration Identify the steps for an e-mail-to-survey flow Create an e-mail activity Set repeating options for an e-mail activity Identify and describe the steps needed to create a Direct Mail Print campaign activity

Business Scenario and Solution

Scenario: The Marketing team wants to collect information on the usage and satisfaction rates of new customers using e-mail surveys. After waiting six weeks, the team wants to send out a direct mail with support and upgrade options to all the non-fatigued responders of the satisfaction survey. Solution: Provide the ability to collect data by using satisfaction surveys and product questionnaires, and generate in-house print campaigns to support direct mail channel execution. Preview fatigue to ensure contact with most of the responders.

Integration Points

For fulfillment, Oracle Marketing integrates with: Oracle Content Manager Oracle Scripting Oracle One-to-One Fulfillment

Setting Up Collateral Content

Marketing collateral content consists of: Fulfillment Queries

SQL statements that retrieve data from a database Personalization tags used to merge retrieved data into cover letters

Content Types
Provide a framework for cover letters Can be reused to create cover letters

Cover Letters
The actual outbound content for an activity Contain various content blocks defined by the associated content type

Fulfillment Queries

Administrator Creates a Query

Query is associated to a template

Cover letter is created based on the template

How Fulfillment Queries are Used

Cover letter is associated to an e-mail activity

Fulfillment Query is executed Activity executes

Query retrieves data from the database

The Mail is merged

A personalized e-mail goes out to customers

Setting Up Content Types

3 Specify Attributes for Content Type

Enter Basic Content Type Details

Map Content Type to Channel

4 Map Stylesheet to Content Type

5 Activate Content Type

Cover Letters

Represents the actual outbound content Content is dependent on the associated Content Type attribute Stored in the (OCM) repository Must be approved in OCM before marketers can use them with a campaign activity
If a cover letter is created within Marketing, it is submitted for approval and later approved in OCM

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

Marketing Scripting Integration

Scripts
help marketers interact with customers and prospects. help in consistent communication through guided interactions. Enable personalized interactions with customers.

Scripts are enabled in Marketing via CTDs. Seeded scripts are available for Marketing. Interaction data is available for analysis via activity operational reports.

Marketing Scripting Integration

Script Author Adapt seeded script or author a new one Deploy script to the database

Marketing Manager

Customer

Link script to campaign activity Execute campaign activity Respond to campaign activity Interact with script

Review activity reports

Marketing Fulfillment Integration

Provides Marketing with a mechanism for managing fulfillment of direct marketing e-mail, print, and fax campaign activities A Fulfillment Server processes Marketing requests by:
Identifying the server, content, and channel Compiling the personalized content Determining recipients of e-mail, fax, or print mail Determining recipients and fulfilling collateral Sending print documents to an in-house printer (or sending out the email or fax to customers) Updating Fulfillment History and Interaction History

Marketing Fulfillment Integration

Marketing

Fulfillment API

Advanced Queue Request processed

Request sent

Request sent to media enablers Fulfillment Server Fulfillment media

E-mail, fax, or print mail goes out Customers

E-mail to Survey Flow

Create e-mail activity

Set repeating option

Create /associate cover letter

Enable Web script

Activate campaign

Review survey responses

Creating an E-mail Activity

To create an e-mail activity: 1. Navigate to the Campaign Workbench, select the Email template, and enter relevant attributes 2. Optionally, select a purpose
As the e-mail campaign is the mechanism for sending out a survey to new customers, the purpose Customer Retention may be selected

3. Associate the activity to a parent campaign

Enables metrics rollup for reporting and analysis

Setting Repeating Options

Repeating options enable planning and setting up of activities once, but activities repeat at a specified frequency. Metrics generated from activity iterations are tracked at the parent campaign level.

Associating Products

The product for the survey is associated to the activity. The target product is associated to the activity from the Offering mid tab. A product must be associated to the parent campaign for it to be available for association to a campaign activity.

Creating a Target Group for the E-mail Activity

The target group for the e-mail activity is a segment consisting of new customers. Segmentation conditions are set up in the Target Group mid tab. The List is generated in the Full Refresh mode.

Associating Collateral Content

E-mail cover letters are the collateral associated with e-mail activities. Cover letters are stored in the OCM repository. Access to OCM folders is needed to be able to select live and approved content. Cover letter components depend on the associated Content Type, and may include header block, body, content block, and footer block. Necessary query tags can be inserted for mail merge in the email body. A CTD must be defined to associate the survey script to an e-mail activity.

Specifying CTD for a Survey

The e-mail body includes a hyperlink, inviting the customer to take a survey. A survey is enabled by using the Go to Web Script CTD action and selecting from a list of deployed surveys. Customer interaction with the survey is tracked and reported via activity operational reports.

Submitting an Activity for Approval

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

Notification Sent

Approves

E-mail Activity

Approver

E-mail and Survey Reports

Reports for tracking and analysis provide information on: Performance metrics Web specific details
Includes activity repeating details

CTD analysis
If the option to track CTDs is enabled

Offer Utilization Report

Drill down to view the product associated

What are Fatigue Rules?

Fatigue rules prevent marketers from over-contacting customers. They define maximum permissible contacts within a specified time period. Two types of fatigue rules can be defined:
Global Channel specific

Fatigue rules are applied when the target group for a campaign activity is generated.
Fatigued customers are suppressed from the target list.

Applying Fatigue Rules

Marketers can: Preview activity-level fatigue

To determine if an optimum number of customers are available for targeting Drill down to view fatiguing activities

Override Fatigue Rules

Not all communication is fatiguing Not all communication is optional

Track fatigue for a campaign activity

To track each contact for every customer in the target group Record the date and channel of contact

Fatigue Rules Execution

For activation date, look up fatigue count for eligible target group entries

Execute activity for non fatigued customers

Apply Fatigue Rule

Increment contact count for each contacted customer

Remove fatigued customers

Previewing Fatigue

The Preview Fatigue functionality provides information on the total number of customers available to market to and the total number of fatigued customers for a date range. Fatigue counts are tracked for target group members of currently queued activities. Projected counts can be used to adjust the activity start date, and optimize targeting.

Follow Up Print Mail Flow

Create Print Activity Create target group of responders Preview fatigue and adjust activity dates

Create PDF/RTF content

Activate campaign

Creating a Direct Mail Print Activity

To create a Direct Mail Print Activity: 1. Select Activities in the Campaign Dashboard 2. Select Create Activity in the Activities Window 3. Select the Print Direct Mail Template 4. Enter the relevant attributes 5. Associate the activity to a parent campaign 6. Enter activity dates

Creating a Target Group for the Print Activity

The target group is a segment consisting of responders to an earlier e-mail survey The segmentation conditions are available in the Target Group mid tab The List is generated in the Full Refresh mode

Associating Collateral Content

Print content is stored in the OCM repository. Access to OCM folders is needed to be able to select live and approved content. A Content Type for the Print channel must be selected to search or create Print collateral. Cover letters for the Print channel may be PDF or RTF files. Necessary query tags may be inserted as merge fields in the PDF/RTF documents. Recipient information may be downloaded to .csv files for printing labels.

Setting Up Printing

Print Servers and Printers are set up in Oracle One-to-One Fulfillment. Print Servers are configured for: Right Fax printing High Quality Printing using Pasta Printers Print Servers are associated with the Fulfillment Server. Printers and Captaris Right Fax are configured for fulfilling print and fax requests.

Submitting the Print Activity for Approval

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

Notification Sent

Approves

Print Activity

Approver

Summary

You should be able to do the following: Identify the integration points for an e-mail survey Describe a Content Type, Cover Letter, and Query Explain Marketing/One-to-One Fulfillment integration Explain Marketing/Scripting integration Identify the steps for an e-mail-to-survey flow Create an e-mail activity Set repeating options for an e-mail activity Identify and describe the steps needed to create a Direct Mail Print campaign activity

Implementing a Telemarketing Campaign Activity

Objectives

After completing this lesson, you should be able to do the following: Identify the integration points for a telemarketing campaign Create a telemarketing campaign activity Define Marketing metric calculation types Associate metrics to a campaign activity Describe how a telemarketing activity is executed

Business Scenario and Solution

Scenario: The Product Marketing team wants to leverage its telemarketing arm to promote laser printers and try to increase the cost effectiveness of its call blitzes. Solution: Enable the team to create a telemarketing activity, and associate the required metrics for tracking and analysis.

Telemarketing Activity Flow

Create telemarketing activity and associate target list

Associate tracking metrics

Activate campaign

Integration Points

For the telemarketing flow, Oracle Marketing integrates with: Oracle Content Manager Oracle TeleSales

Creating a Telemarketing Activity

To create a Telemarketing campaign activity: 1. Navigate to the Campaign Workbench 2. Select the Telemarketing template and enter relevant attributes 3. Associate the promotional product 4. Associate collaboration content that must go out to telesales agents 5. Associate Tracking Metrics 6. Submit the activity for approval

Defining Tracking Metrics

Metrics: Are measurements for tracking the effectiveness of marketing activities. May be associated with programs, campaigns, activities, events, and so on. Include both forecast and actual values. Are either manually input or automatically calculated. May be classified as:
Costs Revenues Metrics (responses, leads, opportunities, and so on)

Defining Tracking Metrics

Metrics are organized into hierarchies Summary within the same object Rollup across marketing objects

Summary Total Cost

Rollup Program

Total Indirect cost

Total Direct Cost Events Campaigns

Postage Cost

Creative Cost

campaign activity

Defining Tracking Metrics

A number of commonly used metrics for a marketing object are seeded and deployed via Metric Templates. Custom metrics can be created by administrators to meet specific business requirements. The Metrics Refresh process runs periodically to refresh forecast, actual, summary, and rollup metrics.

Metric Calculation Types

Manual
Both forecast and actual values are user inputs

Function
Receives actual values from a PL/SQL function

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

Metric Calculation Types

Roll Up Helps evaluate marketing effectiveness Receives forecast and actual values from lower level marketing objects All child metrics must be in the same metric category cost, revenue, response, and so on Formula Helps measure the performance of marketing objects based on composite values Receives forecast and actual values based on metric formula definition

Metric Calculation Types

Control Group Analysis: Enables the creation of two child metrics for a summary metric. Enables lesser number of steps to set up metric infrastructure for Control Group Reporting. Identifies control and contact groups and calculates response rates for the metric.

Metrics Hierarchy An Example

Associating Metrics to an Activity

Metrics are associated using the Tracking mid tab of the Campaign Workbench. Costs, Revenues, or Metrics are the categories of metrics that can be associated with an activity . For each metric category, Hierarchy and Details are the available views. Seeded metrics are available based on metric templates associated with a specific marketing object.

Executing the Telemarketing Activity

Oracle Marketing integrates with Oracle TeleSales for the execution of a telemarketing activity. To assign lists to Telemarketing agents, campaign activities are assigned to specific resources in Oracle TeleSales.

Marketing Performance Analysis

Out-of-the-box reporting of key metrics is available from the Tracking mid tab which leverage data from the E-Business Suite, such as Responses, Leads, Orders, Revenues, and so on. Activity Operational Reports are available for the Telemarketing channel that report:
Performance metrics Channel-specific information, such as those related to outbound content

Summary

You should be able to do the following: Identify the integration points for a telemarketing campaign Create a telemarketing campaign activity Define Marketing metric calculation types Associate metrics to a campaign activity Describe how a telemarketing activity is executed

Planning and Executing Marketing Events

Objectives

After completing this lesson, you should be able to do the following: Define Marketing Events Describe the Events process flow Identify the activities in each phase of the Events flow Create Events and Event Schedules View Events related intelligence reports on the Home page

Business Scenario and Solution

Scenario: The Marketing team wants to conduct road shows in the West Coast region to create awareness about Laser Printers as a support to the Sales initiatives planned for the region. Solution: Enable marketers to invite prospects to a product launch. The launch is planned for a specific venue. Invitees will be targeted via an invitation e-mail.

Integration Points

For an Events flow, Oracle Marketing integrates with: Oracle Content Manager Oracle Scripting Oracle Telesales Oracle One-to-One Fulfillment

What are Events?

Marketing activities such as trade shows, seminars, or product launches that take place in physical locations Can be stand-alone activities or part of a campaign Executed via Event Schedules across geographies

Product promotion event

San Francisco, USA

Paris, France

Chicago, USA

Events in the Objects Hierarchy

Road shows Event1

Location1 Event Schedule1 Location2 Event Schedule2 Event Schedule3 Seminar1 Event Schedule4 Seminar2

Program

Event2 Seminars

One-Off Event Campaign Activity of type Event

Campaign

The Events Process Flow

Planning an Event Create an Event Associate with Program (optional) Associate Product Identify Audience

Executing an Event Create an Event Schedule Setup Registration Specify Venue Define Agenda Identify Resources Generate Invite List Define Fulfillment Rules

Tracking an Event View Metrics View Dashboard View Roster

Define a Message Associate Budget

Associate Metrics Request Event Approval

Request Approval
Execute Invitations

Planning an Event

Create an event Based on the Setup Type selected, different attributes are available for the event Optionally, restrict access to the Event by marking it as Confidential Define if lead records must be created for attendees or registrants

Planning an Event

Associate a product or product family

Promote the product using the event Use the product for reporting Associate with event schedules

Associate a budget
Select the budget source Specify the initial estimate Budget approval comes from the budget owner

Define a message
To position a product

Planning an Event

Associate Costs, Revenues and Metrics

To track and measure event effectiveness

Associate event to a category

For reporting purposes Categories are created by administrators

Associate with a campaign

To promote the event Campaigns can have schedules of type Event

Submit event for approval

Goes through theme and budget approval

Executing an Event

Create Event Schedules

Events are executed via event schedules

Create event agenda tracks and sessions

Track view and date view available Create tracks and sessions for the different activities on the agenda

Identify event coordinators

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

Executing an Event

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

Specify the invitation list

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

Executing an Event

Specify venues
The physical location for an event Each venue may have multiple rooms Each room may be associated to a session Rates are quoted for each room Event planners use quoted rates to gauge forecasted costs for the event

Specify deliverables
Giveaways given to event participants

Executing an Event

Define fulfillment rules Seeded fulfillment actions include:

Invitation Registration Confirmation Registration Cancellation Wait List Confirmation Venue Change Event Date/Time Change Event Cancellation

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

Executing an Event

Register participants
B2B and B2C members can be registered Information is available about venue, event capacity, and numbers for registered, waitlisted, and cancelled registrations

Tracking an Event

View the Roster

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

View the Dashboard

Graphical representation of the roster Registrant information available by Source, Country, Industry, and Job

Following Up on an Event

Generate Leads
Attendees Registrants

Track the success of an event

View Marketing intelligence reports on the Home page

Summary

You should be able to do the following: Define Marketing Events Describe the Events process flow Identify the activities in each phase of the Events flow Create Events and Event Schedules View Events related intelligence reports on the Home page

Setting up Web ADI

Objectives

After completing this lesson, you should be able to do the following: Define Web ADI Create a customized Web ADI layout Implement Web ADI

Introduction to Web ADI

A tool to bring the Oracle E-Business Suite functionality to a spreadsheet Spreadsheet interface is useful when a marketing campaign comprises multiple campaign activities Campaign activity data can be exported to seeded Web ADI layouts and accessed externally for analysis

Seeded Web ADI Layouts

Activity Import Activity Update Schedule Media Planner

Custom Web ADI Layouts

Create a custom Web ADI layout using the following steps: Copy a Seeded Layout Customize the copy Save the copy as a new layout

Implementing Web ADI

Use the seeded menu AMS Web ADI Related Functions To enable Web ADI for Marketing, enable the Grant flag for the menu and place it in a custom menu for Marketing. The Web ADI menu contains the following functions:
Desktop Integrator - Define Layout Marketing Activity - Export Integrators Marketing Activity - Import Integrator

Summary

You should be able to do the following: Define Web ADI Create a customized Web ADI layout Implement Web ADI

Setting up Common Components

Objectives

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

Introduction

This lesson discusses the administration of the following setup groups: Common Component Profiles Custom Setups Concurrent Programs Marketing Responsibilities

Common Component Profiles

Profile options for common components Depending on the common component, system profiles can be set at the site, application, responsibility, or user level Classified as mandatory or optional depending on the administrative action

What are Custom Setups?

Custom Setups: Determine how organizations use marketing objects. Customize side navigation menus based on object-specific needs.

Creating a Custom Setup

Steps to create a custom setup: 1. Associate the setup to a marketing object 2. Select Activity Type and Activity 3. Make the setup available for selection while creating a marketing object 4. Allow Essential and Optional Grouping to enable navigation menu options 5. Set the source code suffix 6. Configure setup details

Implementing Marketing Responsibilities

Seeded Marketing Responsibilities: Marketing User Marketing Administrator

Concurrent Programs

AMS: Group Access Refresh AMS: Team Access Refresh AMS: Portal Cache Daemon Loaded Geographic Hierarchies AMS: Load Inventory Categories

Summary

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

Implementing Prerequisite Components

Objectives

After completing this lesson, you should be able to do the following: Identify the mandatory and conditional dependencies for Oracle Marketing Identify the optional integrations for Oracle Marketing

Introduction

This lesson discusses the prerequisite mandatory and optional setups that must be implemented before implementing Oracle Marketing. Based on these dependencies, Oracle Marketing contains defaults and seed data that provide for an implementation with limited customization, configuration, and post-installation procedures.

Mandatory Dependencies

Mandatory dependencies are Oracle applications and modules that provide underlying infrastructure and support to Oracle Marketing. For each dependency, the basic functions needed for Oracle Marketing must be set up before implementing Oracle Marketing.

Mandatory Dependencies

Oracle CRM Application Foundation

Oracle One-to-One Fulfillment

Oracle Applications Object Library Oracle General Ledger Oracle Marketing

Marketing Calendar
Oracle Human Resources Oracle Inventory Oracle TCA Product Lifecycle Management

Oracle Content Manager

CRM Application Foundation

Provides a common infrastructure to ensure that applications interact with key business objects in a consistent manner. The components include: Resource Manager
To create resources, groups, roles, role types, and Employee Import

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

Interaction History
The central repository for capturing and accessing all customer interaction data

One-to-One Fulfillment

Supports high volume electronic fulfillment of documents for email, fax, and print activities The following conditions must be met:
Fulfillment Server is created Fulfillment Group is created JTF Fulfillment Admin role is assigned to the Implementer AMS: Enable Fulfillment is set to Yes

Applications Object Library

Enables multiple language and currency setup for the Oracle Marketing implementation Enables setting up of users and responsibilities When enabled, the set of languages and currencies to be used can be determined

General Ledger (GL)

Provides basic accounting information for Oracle Marketing At least one organization and associated set of books must be created in GL To implement GL, the following must be set up:
Accounting Calendar Types Accounting Calendar Currencies Currency Conversion Rates Currency Conversion Rate Types Set of Books

Setting Up the Marketing Calendar

The Marketing Calendar is a generic calendar available to all Marketing users Displays marketing objects based on statuses and time ranges Different views are available to users Needs to be centrally setup by
Assigning usage to Resource Group Selecting Calendar display parameters Running concurrent program for Calendar Configuring User Profiles

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

Human Resources (HRMS)

HRMS setups to be performed include: Determining the HRMS navigation path Creating lookup values for organization type Creating locations Creating business groups Creating organizations Assigning security profile Adding a legal entity, operating unit, and HR organization Creating a business unit Assigning multi-org responsibilities

Creating the Implementation User

To create Marketing users: 1. Create the employee 2. Define a user by adding responsibilities 3. Set the default application and responsibility 4. Import the employee 5. Grant access to Audience and Administration tabs 6. Update group access 7. Run the concurrent program AMS: Group Access Refresh

Oracle Inventory

Serves as the repository for product items in Oracle Marketing Items reside in MTL_SYSTEM_ITEMS table Requires one inventory organization to be identified the default is Master Inventory Organization The two types of Inventory products are:
Inventory Items tangible items such as books or computers Service Items warranties, subscriptions, and contracts

Oracle Trading Community Architecture (TCA)

Serves as the single repository for all data about organizations, customers, contacts, partners, vendors, and relationships Helps in creating lists and consistent delivery of messages across all channels

Product Lifecycle Management (PLM)

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

Setting up the Product Catalog Create Product Category Create Product Catalog Add Product Categories to Catalog

Add Marketing Attributes

Map Categories

Run Concurrent Program

Oracle Content Manager (OCM)

Serves as the central repository for managing content types Before creating the OCM directories, create a default directory by setting the OCM profile IBC: Default Home Folder To integrate OCM and Marketing:
Create OCM directories Grant directory privileges to users and groups Setup approvals

Conditional Dependencies

The following Marketing and Partnering applications may be optionally implemented: Oracle Trade Management: To automate and track funds management and promotional spending Oracle Partner Management: To manage leads and track and share opportunities with partners Oracle Leads Management: To automate and optimize prospect-tosales conversion of leads across the enterprise Oracle Territory Manager Provides infrastructure to define territories

Conditional Dependencies

Web ADI To complete E-Business Suite tasks such as familiar data entry and modeling techniques using a spreadsheet Oracle Receivables - Records tax options and address validation information for customers

Optional Integrations

Optionally, Oracle Marketing can be integrated with the following applications to extend its functionality: Oracle Data Mining Oracle Sales Oracle Telesales Oracle Interaction Center Oracle iStore Oracle Scripting Oracle Discoverer

Summary

You should be able to do the following: Identify the mandatory and conditional dependencies for Oracle Marketing Identify the optional integrations for Oracle Marketing

Implementing Web Advertisements

Objectives

After completing this lesson, you should be able to do the following: Define Web Marketing concepts Set Up Web Placements Create a Web Campaign Activity Use Web Channel Reports

What is Web Marketing?

Marketing campaigns that result in content being displayed on a Web page In Oracle Marketing, these are campaign activities created for the Web channel Web Marketing logic includes:
Which activities to run and in what order What content will the activity render What actions result when a Web visitor clicks the content

Web Marketing Roles

Two logical roles associated with Web Marketing: Website manager

To set up and administer the Web site To define the Web activity area

Marketer
To create Web campaign activities To specify which activity renders content on which Web site

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

Web Marketing Concepts

Application - the target Website Web Placement - where content is displayed Content - rendered text or image
Content Type Content Item Content Group Style Sheet

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

Integration Points

For Web Marketing, Oracle Marketing integrates with: Oracle Content Manager Oracle iStore Oracle Product Life Cycle Management

Business Scenario and Solution

Scenario: The corporate marketing team has determined that many ink jet printer owners are ready to upgrade from the 5-year-old ink jet model. Solution: Marketers deploy Web campaigns to up sell laser printers to its ink jet customers.

Web Campaign Process

Activate Placement

Activate Activity

Create Web Placement

Create Web activity and associate to Placement

Content is rendered on Website

Web Placement

Is an area defined on a Website to display the content returned when a Web activity executes Is set up by an administrator or Website manager Many Web activities can be associated to individual placements
Only one activity can actually run in a Placement at any given time Schedule to run a Web activity may be defined using either Random or Ordered methods Only approved activities can run in a placement

Web Placement

Content Types define what content will be rendered in a Placement

Multiple Content Types may be associated with a Placement

Style Sheets define how content will be rendered in a Placement

A specific style sheet is associated for each Content Type

Default content can be specified

Setting Up Placements

To set up placements: 1. Define the Content Types for Placements 2. Select the target location 3. Select display method 4. Set Auto Publish on or off 5. Select default content 6. Save and change its status to Active

Web Ad Flow

Create Web Ad Activity

Create Target Segment

Select Content and Specify CTD

Activate Activity in Placement

Display Ad on iStore

Steps to Complete the Flow

Steps to create a Web Ad Campaign activity: 1. Create an activity using the Web Ad template. 2. Associate the product to be promoted. 3. Create the target group. 4. Associate the Web Ad to a Placement. 5. Specify the CTD. 6. Submit the activity for approval. 7. Review reports after the activity executes.

Creating a Web Ad activity

To create a Web activity: 1. Navigate to the Campaign Workbench 2. Select the Web Ad template 3. Optionally, select a Purpose 4. Select parent campaign 5. Select Launch and End dates 6. Set other optional attributes as required

Associating Products

The product: Is associated from the Offering mid tab Should have been associated to the parent campaign Provides the context for CTD definition

Associating a Web Ad to Placements

To associate a Web Ad to a placement: 1. Select the Application 2. Select a Placement 3. Enter a Title 4. Select the Content Item
Content may also be uploaded at the time of activity creation

5. Specify Click-through details

Specify Action Specify Action Details

Creating a Target Group

A target group is created to define the audience for the Web activity To create the target group, use the Advanced option
List is based on existing lists, segments, Workbooks, Imported lists, or Custom SQL

List Actions available are Include, Exclude, and Intersect - the first association must be Include If needed, List Options may be specified After specifying target group requirements, it must be generated If necessary, List entries may be updated

Submitting the Activity for Approval

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

Notification Sent

Approves

Web Activity

Approver

Web Activity Reports

Reports available for tracking and analysis include information on: Performance metrics Web channel specific details Click-through destination analysis

Summary

You should be able to do the following: Define Web Marketing concepts Set Up Web Placements Create a Web Campaign Activity Use Web Channel Reports

Implementing and Using Home Page Bins, Reports, and Charts

Objectives

After completing this lesson, you should be able to: Identify the functional requirements that the business intelligence module meets Identify and perform the implementation steps needed to enable Marketing Business Intelligence

Marketing Business Intelligence

Provides a set of reports to enable marketing professionals to make decisions throughout the marketing cycle Provides visibility through various reports to key areas, such as campaign effectiveness, events effectiveness, marketing activities, lead quality, lead to opportunity, and so on Two types of reports are available:
Marketing Intelligence reports Leads Intelligence reports

Marketing Business Intelligence

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

The bins, reports, and charts displayed can be personalized using Oracle Applications Framework (OAF). They contain summary information about key marketing activities. Each bin, report, and chart has configurable parameters. Links are available for recently accessed campaigns and events.

Marketing Intelligence Security

Utilizes the Oracle Marketing Security Model For Marketing Intelligence

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

For Leads Intelligence

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

Home Page Bins, Reports, and Charts

Implementation Steps
Step 5
Define Exchange Rates Step 6 Load Marketing Facts for a First Time Build Step 7 Create Initial Build of Materialized Views

Step 1 Set System Profiles Step 2 Define Marketing Calendar Periods Step 3 Verify/Create Lookups Step 4 Associate Home Page Components

Step 9 Refresh Materialized Views for Initial Load Step 10 Refresh Materialized Views for Daily Refresh

Step 8 Load Marketing Facts from a Previous Refresh Date

Step 1: Setting System Profiles

BIM: Month Period Type

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

BIM: Quarter Period Type

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

BIM: Year Period Type

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

Step 2: Defining Marketing Calendar Periods

Marketing calendar periods are defined for the fiscal year containing the date two years prior to the start date The Start Date is the first date for which data in the Bins, Reports, and Charts must be displayed Month, Quarter, and Year periods are defined

Step 3: Verifying/Creating Lookups

Verify the key values for the following lookups:

AGGREGATE_BY AMS_YEARS AMS_QUARTERS

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

Step 4: Associating Home Page Components

Configure the components that users see on the Home page when they log into Oracle Marketing Multiple components can be associated to a responsibility Multiple responsibilities can be associated to a component

Step 5: Defining Exchange Rates

Exchange rates must be defined between the transaction currency and the default currency Rates between the currencies must be defined from the date the transactions will be loaded

Exchange

Rates

Step 6: Loading Marketing Facts for a First Time Build

Execute this Request Set only for the first time load The Request Set for a first time load consists of several concurrent programs :
BIM: Truncate all Facts to remove previously loaded data in its entirety BIM: Load Marketing Facts for the First Time to load campaign, event, and budget data

Step 7: Creating Initial Build of Materialized Views

Execute the Request Set only once, for the first time To prepare the pre-built tables for all materialized views Do not run for subsequent loads

Step 8: Loading Marketing Facts from a Previous Refresh Date

The Request Set will load all the marketing facts from the previous refresh date The Request Set should be run only once every day The Request Set must be run each time facts are loaded or refreshed

Step 9: Refreshing Materialized Views

The Request Set used is:

BIM: Refresh Materialized Views BIM: Refresh Materialized Views - Leads Intelligence

The materialized views are built for Campaigns, Events, Budgets, Key Performance Indicators and Marketing Activities The Request Set must be run only after the facts are loaded The Request Set must be run each time facts are loaded or refreshed

Step 10: Refreshing Materialized Views for Daily Refresh

The Request Set must be run each time facts are loaded or refreshed
Refresh Materialized Views Refresh Materialized Views - Leads Intelligence

Summary

You should be able to: Identify the functional requirements that the business intelligence module meets Identify and perform the implementation steps needed to enable Marketing Business Intelligence

Oracle Marketing Summary

Oracle Marketing Summary Marketing Product Overview Marketing Campaigns Campaign Execution Implementing Fulfillment of Marketing objects Implementing a Telemarketing Campaign Activity Planning and Executing Marketing Events Setting up Web ADI Setting up Common Components Implementing Prerequisite Components Implementing Web Advertisements Implementing and Using Home Page Bins, Reports, and Charts

Oracle Sales Overview

Oracle Sales Overview

Objectives: Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports

Overview of Lead to Order Process

Objectives

After completing this lesson, you should be able to:

Describe the E-Business Suite Associate job roles with the basic sales flow Describe customer types Describe the lead to order process

Oracle E-Business Suite

Marketing

Sales

Procurement Customers, Products, and Everything Else! Supply Chain

Service

Order Management

HR

Financials

Enterprise Roles in Sales Flow

Sales Manager

Sales Administrator

TeleSales Agent

Sales Representative

Two Types of Customer Relationships

Business-to-Business (B2B)

Business-to-Consumer (B2C)

Oracle Sales Flow

Sales Campaigns

Capture/ Convert Leads

Manage Opportunity

Create Forecast

Prepare Proposal

Prepare Quote

Place Order

Close Opportunity

Submit Forecast

Oracle Sales Flow: Sales Campaigns

Create Campaign Schedule

Tie Schedule to Marketing Campaign

Set Objective and Time Line

Set Selling Product

Find Target Customers

Associate Sales Kit

Launch Campaign Schedule

Follow-Up on Leads

Oracle Sales Flow: Capture/Convert Leads

Query or Create Leads

Update Lead Detail

Create Proposal

Review Products

Review Recent Opportunities

Select a Contact

Perform Customer Interaction

Determine Interest

Close or Convert to Opportunity

Oracle Sales Flow: Manage Opportunities

Opportunity

Update Opportunity Detail

Create Proposal

Contact Detail

Create Forecast

Add Product Info to Opportunity

Convert Opportunity to Quote

Oracle Sales Flow: Create Forecast

Group Potential Opptys

Review Forecastable Opptys

Update to Reflect Outcomes

Enter Budget and Revenue Values

Review Total Oppty Forecast

Update Product Category Forecast

Add Notes

Save Forecast

Oracle Sales Flow: Prepare Proposal

Enter Proposal Name

Select Due Date

Select Customer

Select Template Category

View /Compare Template Components

Select Template

Configure Proposal Details

Apply Changes to Proposal

Oracle Sales Flow: Prepare Quote

Configure Products for Quote

Cross-Sell /Up-Sell

Check Available to Promise

Price Quote

Manage Quote Approval

Present /Negotiate Quote

Customer Credit Check

Create Proposal

Determine Order Details

Maintain Customer Information

Convert Quote to Order

Oracle Sales Flow: Place Order

Add Products to Cart/Quote

Apply Pricing Adjustments

Enter Shipping Info

Enter Billing Info

View/Accept Terms & Conditions

Submit to Order Management

Oracle Sales Flow: Close Opportunity

Select Opportunity

Select Close Status

Save the Changes

Oracle Sales Flow: Submit Forecast

Submit Forecast

View Judgment

Summary

In this lesson, you should have learned how to: Describe the E-Business Suite Associate job roles with the basic sales flow Describe customer types Describe the lead to order process

Overview of Sales Products

Objectives

After completing this module, you should be able to: Describe Oracle Sales applications like:
Sales and TeleSales Quoting, Proposals Territory Manager, iStore, Sales Contracts Sales Supplements, Incentive Compensation Sales Offline and Sales for Handhelds

List key features and benefits in Oracle Sales List the mandatory dependencies in Oracle Sales Explain the components of the Sales Dashboard

Oracle Sales

Oracle Sales: Key Features

Business Activities

Customer Management

Competitor Tracking

Customer Analysis

Integrated Product Information

Multiple Operating Unit Access

Sales Team Management

Configurable Flexfields

Oracle Sales: Key Features

Managing Opportunity & Leads

Forecasting

Account Plans

Business Hierarchy

Sales Offline

Proposals & Quoting

Incentive Compensation

Sales Coach

Oracle Sales: Benefits

Maximum productivity due to reduced time demands for updates Sales Dashboard promotes data access Company-specific terminology visible Promotes user focus

Oracle TeleSales

Prospect or Customer

TeleSales Agent

eBusiness Center

Universal Work Queue

Oracle Quoting

Products

Terms

Quote Customer

Prices

Oracle Proposals

Generate dynamic proposals using templates.

Shorten sales cycle by reducing time needed to generate a proposal

Project a consistent high quality professional image

Automate proposal process and free representatives to work with customers

Oracle Territory Manager

Customers

Business Objects

Sales Team

Business Rules

Oracle Sales Contracts

Oracle Sales Contracts supports all the stages of a contract lifecycle including: Establish Contract Standards Author and Negotiate Contracts Approve and Sign Contracts Manage the Contract Lifecycle

Oracle iStore

Create and maintain sophisticated web stores. Leverage power of Oracle Database and fully integrate with other Oracle applications to provide a complete e-Commerce presence.

Web Customers

Oracle E-Business Suite

Oracle Database

Oracle Incentive Compensation

Eligible Events

Formula

Quotas

Payments

Oracle Sales Offline

Optimize sales time and give sales staff information quickly and easily Deliver disconnected laptop application Provide sales functionality with a simple and easy windows interface

Get better team selling when you integrate with online Oracle Sales Display conflict resolution and New Items screens Synchronize data

Oracle Sales for Handhelds

Key Features: Uses the HTML browser on the handheld device to provide real-time access to enterprise information. Leverages native Personal Information Management (PIM) applications available on handheld devices to manage appointments, contacts, and tasks. Provides contextual hyperlinks to real-time enterprise information within the note section of appointments and contacts. Outlook integration Alerts feature sends information about critical business events via SMS or e-mail.

Sales Dashboard

Provides access to various sales data and activities from a single location Displays an overview of your current sales efforts and business data with links to access detailed information The Dashboard displays information in the following areas:
Sales Funnel Latest Submitted Forecast Leads, Opportunities Proposals, Quotes Top Customers, Leads by Age

Cross-Sell/Up-Sell Campaigns

Mandatory Dependencies

Oracle Sales depends on the following Oracle applications for many of its underlying functions: Oracle Applications Framework Oracle General Ledger Oracle Inventory Oracle Product Lifecycle Management Oracle Sales Daily Business Intelligence Oracle Trading Community Architecture Oracle CRM Application Foundation Oracle Common Application Calendar

Summary

In this module, you should have learned to:

Describe Oracle Sales applications like:
Sales and TeleSales Quoting, Proposals Territory Manager, iStore, Sales Contracts

Sales Supplements, Incentive Compensation

Sales Offline and Sales for Handhelds

List key features and benefits in Oracle Sales List the mandatory dependencies in Oracle Sales Explain the components of the Sales Dashboard

Sales Security

Objectives

After completing this lesson, you should be able to:

Explain resources and roles Describe the use of resource groups Describe sales team security

What Are Resources?

Resources are defined as the employees and partners that are used by the different CRM components to accomplish business objectives.

Employees

Partners

What Is Resource Manager?

Import and View Resources Identify Resources as Salespeople

Assign Attributes to Resources Create Teams and Groups

Organize Team and Group Resources

Resource Manager Key Terms

Resource Manager
Role Type Role Role Attributes Sales Person Group Team

Define Role Types

Role type is a collection of roles associated with a particular module.

Sales

Telesales

Call Center

Define Roles

A role can encompass one or more job descriptions and job titles.

Sales Manager

Field Service Representative

Use roles to assign responsibilities to resources, resource groups, and resource teams.

Define Roles: Role Attributes

Each role is associated with one specific role attribute during role creation. This helps you group different roles together to define a resource reporting hierarchy.

Member

Lead

Manager

Admin

Create a Salesperson Automatically

When importing resources from Oracle HRMS to Resource Manager, create a salesperson automatically using either the Import Resources form or the Synchronize Employees concurrent program.

Import Resources

Oracle HRMS

Resource Manager
Create Salesperson Automatically

Create a Salesperson Manually

A salesperson is any person involved in the sale or support of products and services.
Imported Resources
Resource Category

Create New Salesperson

Resource Category

Employee(Form) Partner Party Supplier Contact

Other (Form) To Be Hired (Form)

Sales Number

Required Info.

CRM Resources

Salespeople

Create a Salesperson Manually: Roles and Groups Tabs

After assigning a sales number to a resource, enter additional information for this salesperson. Assign roles and groups as well as receivables information.

Role

Group

Receivables Information

Salesperson

Create a Salesperson Manually: Receivables Tab

Use Receivables tab to enter salesperson information:
Range of dates in which the salesperson is active Geo Override and Inside City Limits Sales Credit Type Accounting Flexfield Territory Flexfield

Receivables Information

Salesperson

User Responsibilities

Assign responsibilities to each user to control their access to various sales modules.

Sales User Sales Manager TeleSales Agent TeleSales Manager Oracle Sales Administrator

Modify Resource: Roles, Groups, and Teams Tabs

Import a resource into Resource Manager and then modify the resource by assigning appropriate roles, groups, teams or other resource attributes.

Role

Group

Team

Other Attributes

Define Resource Groups Overview

Resources can be organized into groups. The diagram below shows the relationship between each member role within a group.
Vision Model A Sales Group Role Type
Linda John Mark Carol Key Accounts West Group Sales Sales

Role

Role Attribute
Manager

Sales manager

Member Sales representative

Define Resource Groups

Member Details

Move Member

Member Roles

Resource Roles, Groups Roles, and Group Member Roles

Resource Roles

Roles Sales Manager Sales Representative Telesales Agent

Role Type Sales Sales Telesales

Group Roles Group Member Roles in the TeleSales Group

Sales Manager

Sales

Group Hierarchy

Helen Freeman
West Regional Sales group

Jeff Walsh
Sales group Pat Smith Product A group

Alex Brown Telesales group

Jim Breen Product B group

Jack William

Frank Nelson

Resource Teams Overview

Individual resource

Groups

Teams

Model B sales manager

New product development group New model development team

Model B support engineer

Define Resource Teams

Define a team in the Define Teams window and enter
General Information

Team Used in Application Areas

Team Members and Member Roles for Team

Team Roles

Sales Teams

A sales team is a group of sales users assigned to a customer, lead, or opportunity. Creator or owner of the record adds team members and designates read-only or full access Territory Assignment Program assigns team members automatically based on defined rules

Summary

You should have learned how to: Set up new users Assign users to resource groups Describe sales teams

Oracle Telesales

Objectives

After completing this module, you should be able to: Describe setups to make Oracle TeleSales and Oracle Sales interoperable Explain the differences between Oracle TeleSales and Oracle Sales Describe setting up Universal Work Queue Enable Interaction Tracking and Wrap-up

Oracle TeleSales

Prospect or Customer

TeleSales Agent

eBusiness Center

Universal Work Queue

Oracle Sales and Oracle TeleSales Interoperability

Sales

TeleSales
Profile Options

Profile Options

OS: Activate Sales Interoperability

Differences Between Oracle TeleSales and Oracle Sales

Sales Methodology Converting Leads to Opportunities Role and Address in Sales Team

Customer Sales Team Rolling Forecast Marketing Campaigns/Offers

Additional Differences Between Oracle TeleSales and Oracle Sales

Freeze Flag
Close Competitor and Comment Customer Budget and Status

End Customer and Address Projects and Decision Time Frame Accept or Reject Leads

Further Differences Between Oracle TeleSales and Oracle Sales

Concurrent Updates Attachments Incentive Compensation Field Sales Reports Access Lead and Opportunity Currency Account Plans and Strategic Information

Multi-Org Access

View quotes across all organizations Create quote for assigned organization Choose product and operating unit for a quote

Set Up Universal Work Queue

Set Basic Profile Options What nodes can you see? Rearrange node sequence Set up screen pop for telephony

Enable Interaction Tracking and Wrap-up

What activities to track Defaults Automatic Tracking Simultaneous Interactions Wrap-Up Outcomes

Summary

In this module, you should have learned how to: Set up Oracle TeleSales and Oracle Sales to be interoperable Explain the differences between Oracle TeleSales and Oracle Sales Configure Universal Work Queue for TeleSales Enable Interaction Tracking and Wrap-up

Lead Management

Objectives

After completing this lesson, you should be able to: Define Leads Management Identify Multiple Sources for Leads Set up the Interaction Mining Engine Explain how leads are qualified, ranked, and assigned Convert a lead to an opportunity

Define Leads Management

Sales Inquiry

Leads

Salesperson

Order

Quote

Opportunity

Leads from Multiple Sources

Oracle Scripting

Oracle iStore

Marketing Campaigns

Interactions

Telemarketing

Partner Referrals

Capturing and Cleansing Leads

Capturing and Cleansing Leads involves the following: Importing Leads Setting up Data Quality Management (DQM) Matching Rules Setting Profiles for the concurrent program Running the concurrent program Customer and Leads Data Quality

Import Lead Process

.csv File

Flat file

Use HTML Interface

Run the Concurrent Program

AS_IMPORT_INTERFACE

table

Import Sales Lead concurrent program

TCA Registry

Data Quality Management (DQM)

The Import Sales Lead concurrent program uses DQM to compare the imported data with the TCA registry for duplicates. Rule-based matching is performed using DQM. Rules used are dependent on the profiles set. If the imported record is not a duplicate, a new record is created in the TCA registry.

Setting Profiles for the Concurrent Program

The Import Sales Lead concurrent program uses the following profiles to select the rules to run and process leads: OS: Use DQM Rule code to match Party OS: Use DQM Rule code to match Person OS: Use DQM Rule code to match Contact OS: Default Resource ID Used for Sales Lead Assignment OS: Auto Assigning from Lead Import OS: Auto Ranking from Lead Import

Customer Data Quality

Imported Customer Record

Concurrent Program & DQM Rules

Search for a matching record

NO

TCA registry with the new record added

Is there a matching record?

TCA registry with records

Leads Data Quality

Deduplication Rule

Matches
records between

AS_IMPORT_INTERFACE table

AS_SALES_LEADS table

Unique Lead record added to AS_SALES_LEADS table

Interaction Mining Engine

Functioning of the Interaction Mining Engine Mining Behavior of the Engine Linking an Interaction with a Lead Linking an Interaction without a Lead Setting up Interaction Types Interaction Selection Rule Sets

Functioning of the Interaction Mining Engine

Provides the mechanism to mine and evaluate customer interactions and responses for sales follow up. Rules can be set up to determine the marketing interactions that must be evaluated to generate sales leads or to enhance the quality of existing leads. Uses:
Interaction Types and Scores Interaction Score Threshold (IST)

Mining Behavior of Engine

The Interaction Matching Engine is driven by a rule set that has an activation date range. The Run Interaction Matching Engine to Match or Create Leads concurrent program runs the Interaction Matching Engine at scheduled times. Based on the rule set, interactions are evaluated for their sales potential.

Linking Interactions to Existing Leads

When an interaction is captured for linking, the Interaction Matching Engine checks all the existing sales leads to match the interaction with a lead. The interaction is matched with leads based on the following criteria: Creation Date Range Lead Status B2B and B2C

Linking Interactions without Leads

A lead is generated if:

a matching lead is not found for an interaction and the interaction score is equal to or greater than the IST score

A lead is not created if:

the interaction score does not meet the IST the interaction is linked with other unique interactions for the same party.

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

Processing Leads

Three engines make up the Leads Processing Engine: Qualification Engine Rating Engine Channel Selection Engine

Each engine has the following components: Rule Set Details Rules Attributes

Lead Processing Engines

Qualification Engine A lead is qualified or disqualified. All qualified leads move to the Rating Engine. Rating Engine The Rating Engine ranks the leads based on their attributes, and assigns them ratings. The rating helps the sales representative decide the priority of a lead, and accordingly follow up with the lead. Channel Selection Engine The Channel Selection Engine distributes leads to the appropriate teams for follow up and action. Based on channel selection rules and the lead attributes, a lead is assigned to a channel.

Components of an Engine

Guards are used to group rule sets into domain-specific buckets such as product-specific, campaign-specific, and country-specific. Rules After the correct rule sets are selected using the guards, the rules within each rule set determines the conditions and action to be performed. Attributes of a lead are added to the rule.

Set Up Lead Qualification

The Qualification Engine determines whether enough information is provided for a sales representative to follow-up on a lead.

Manual Lead Qualification User selects qualified check box on lead in Oracle Telesales. System Lead Qualification

Application evaluates data and qualifies lead through leads qualification rule engine.

Set Up Lead Rating

Ratings are grades assigned to leads based on lead attributes and rating rules. When a lead is graded, you can prioritize your follow-up on the lead. Rating examples:
Hot, Medium, Cold Grades A, B, C

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

Set Up Channel Selection

Channels indicate the sales team that will manage a lead. Based on channel selection rules and the lead attributes, a lead is assigned to a channel. Channel examples:
Inside Sales, Direct Sales, Indirect Sales, Partner

Based on the channel assignment, the appropriate sales team manages the lead.

Set Up Lead Assignment

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

Manual Lead Assignment User manually assigns appropriate resources to lead sales team. System Lead Assignment System assigns proper sales representative to assign leads.

Set Profiles for Automatic Lead Assignment

Set these profiles to automatically assign resources to a lead when a lead is created or updated: OS: Assign New Lead OS: Calendar Setting Required for Assignment OS: Default Lead Marketing Owner OS: Default Resource ID Used for Sales Lead Assignment OS: Sales Team Creator Keep Flag

Set Up Lead Statuses

Lead Status allows the implementer to choose if a status is used for leads or opportunities.

New

In Progress

Converted to Opportunity

Loss

Dead Lead

Convert Lead to Opportunity

Lead
Lead

Lead

Lead

Lead

Opportunity!

Summary

You should have learned how to: Define Leads Management Identify Multiple Sources for Leads Set up the Interaction Mining Engine Explain how leads are qualified, ranked, and assigned Convert a lead to an opportunity

Opportunity Management

Objectives

After completing this lesson, you should be able to:

Define opportunity management and its functions Perform opportunity related setups Define the Sales Funnel on the Sales Dashboard Create an Opportunity View Opportunity History

Opportunity Management Overview

Sales Inquiry

Leads

Salesperson

Opportunity

Quote

Order

Product Hierarchy

Oracle Sales uses a product catalog common to all applications across the Oracle eBusiness Suite. Within the product catalog:
Create a product catalog hierarchy, assigning first level catalog categories as components. Within each component, assign categories and items.

Build and maintain product hierarchy with Oracle Product Lifecycle Management.

Set Up Competitor Information

Within an opportunity, a sales representative can select competitor information for a product. Competitor information includes the names of competitors, competitor products, and the win/loss status. Competitor product information is set up in Oracle Trade Management, and can be defined for a particular inventory item, for an entire category of products, or for both.

Set Up Opportunity History Tracking

Opportunity History tracking is initialized using a concurrent program and profiles. History tracking cannot be extended after it is recorded. For example, if a user has retained history for 10 columns, history is available only for those columns, and the saved history cannot be changed to display more columns. Users with access to the opportunity can access the history information as well. Opportunity history tracking is shown in three tables on the Opportunity History pageOpportunity, Products, Non-Revenue

Set Up Win Probabilities

Win Probability indicates the representative's assessment of the likelihood of achieving sales from a particular opportunity. It is used in calculating weighted pipeline amounts (opportunity amount multiplied by win probability).

Sales Methodology and Components

Sales Methodology is made up of Sales Stages. Each Sales Stage has Sales Coaches. Win Probability can be assigned to a Sales Stage.

comprises

comprises

Sales Methodology

Sales Stages

Sales Coaches

Set Up Sales Methodologies

Opportunities can have sales methodologies attached to them. A sales methodology has a predefined set of sales stages with an associated set of tasks for each stage. Sales Methodologies assist the sales representative in maintaining a consistent process and adding best practices to the sales cycle. Sales Methodologies are used to capture essential information throughout the sales cycle of opportunities.

Set Up Sales Stages

Sales stages represent the state of an opportunity or lead in the sales cycle. You can choose to use predefined sales stages or create your own. A set of predefined Sales Stages is included with Oracle Sales and Oracle TeleSales.
Stage 1 Stage 2 Stage 3 Stage 4

Assessment

Proposal

Quote

Close

Set Up Sales Coach

Sales Coach assists a user through a sales methodology stage.

Provides text instructions on how the step must be accomplished Helps the sales representative capture important information about the lead or opportunity

After sales stages are defined, you can define a sales coach, or multiple sales coaches, for each stage. Sales Coaches are created by setting up Sales Supplements in Oracle Quoting.

Use a Sales Methodology

You can use a sales methodology by:

Selecting a Sales Methodology Accessing the Sales Methodology Entering data into Sales Coaches Indicating when a Step or Stage is Complete

Sales Funnel on the Sales Dashboard

The sales funnel on the Sales Dashboard is divided into four sections that can be linked to sales stages of a sales methodology. Each section link in the funnel displays a list of opportunities in that particular sales stage. The funnel graphic is limited to four sections. You can assign one or more sales stages to each section of the funnel graphic.

Define the Sales Funnel

1. Determine whether you want to assign sales stages from a single sales methodology or from multiple methodologies 2. Link the sales methodology to the sales funnel.
Use the profile ASN: Dashboard Funnel Assigned Methodology

3. Designate which stages of the methodology must be mapped to corresponding sections of the funnel.
Use the lookup ASN: Dashboard Funnel Assigned Stages

Enable Currency Conversion

To display data in the sales funnel, you must enable currency conversions. Currency conversion enables users to:
Create Opportunities, Account Plans, and Forecasts in the required currency Display Amounts correctly on the Sales Dashboard

Set Up Opportunity Statuses

The status of an opportunity identifies the progress of the opportunity, its eligibility for inclusion in forecasting, and controls whether a win/loss indicator or close reason should be entered. In order for an opportunity to be included in a forecast, the opportunity status must be a status that is set up as forecastable. You may use seeded statuses or create your own.

Create an Opportunity

Opportunities track information such as:

Products the customer is interested in purchasing
Competitors for the opportunity Potential close date Sales stage Opportunity Status

Sales teams can track the sales process from the time a lead is qualified to when an order is created or an opportunity is closed.

View Opportunity History

You can view the history of an opportunity as it flows through the sales cycle. Opportunity history helps you make decisions about further action with the opportunity. History details include:
opportunity header, product, and non-revenue product information

Opportunity history is available through personalization.

Set Opportunity Profile Options

A number of profile options control the behavior of the opportunity classifications within the Sales applications. Most profile options have default values that can be overridden based on implementation needs.

Summary

You should have learned how to: Define opportunity management and its functions Perform opportunity related setups Define the Sales Funnel on the Sales Dashboard Create an Opportunity View Opportunity History

Forecasting in Oracle Sales

Objectives

After completing this lesson, you should be able to: Define forecasting and forecasting terminology Explain forecast related setups Forecast as a Sales Manager and Sales Administrator

Overview of Sales Forecasting

Forecasting provides management with an estimate of potential product sales for a particular period. The system uses opportunities to calculate sales forecasts.
Forecast

Ways to Forecast in Oracle Sales

Oracle Sales provides sales organizations with flexibility to manage their forecasts. Managers can analyze forecast data from two levels:
Product Category Opportunity

Forecasting Terminology

Forecast Worksheets Won to Date

Forecast Category Forecastable Pipeline Product Category

Weighted Pipeline Rolling Forecast

Product Hierarchy

Set Up Forecast Categories

Forecast categories enable users to designate the product or service families to be included in a forecast. Forecast categories are comprised of product categories. Opportunities are only included in forecasts if the product category on the opportunity line is mapped to the forecast category selected for the forecast.

Set Up Forecast Category Mappings

Forecast category mappings group together product categories for a specific forecast category. Typically, the highest level product category is mapped to the forecast category.

Set the Defaults for Forecast Amounts

The default amounts in opportunity product line forecasts are calculated using pipeline or win probability range You can set the defaults for forecast amounts for opportunity lines using the ASN: Forecast Defaulting Type profile option The default for this profile option is Pipeline; the other valid value is Win Probability

Forecast Categories and Product Hierarchy

Product Hierarchy is a logical classification of products that have similar characteristics. Forecast categories are groupings of product categories that need to be forecast together.

Hardware
Accessories Desktops Laptops

Services
Construction Education Support

Mapping Forecast Categories to Product Hierarchies

Guidelines for product hierarchies and forecasting:

Map each Forecast Category to those products in the hierarchy nodes that do not have a parent. End-date a Forecast Category mapping on a date that is a common denominator for all periods. End-dating mappings in the middle of a period causes the loss of saved and direct report submitted data. Submit a forecast after a forecast period has ended. Users often perform this action to reconcile the forecast with actual orders.

Set Up Web ADI to Enable Forecast Opportunity Export

Oracle Sales enables users to export opportunities from the Forecast page to a spreadsheet using Web ADI functionality. This enables the users to quickly download to a spreadsheet all opportunities that match the forecast parameters criteria using the Export Opportunities button.

Forecasting as a Sales Manager

As a sales manager, your forecast is similar to that of a sales representative, with the following differences: Option to default Direct Report Submitted forecast values. Inclusion of the name of your Direct Report who has forecast ownership for each opportunity product line In the Worksheet, you cannot edit opportunities owned by your subordinates Direct Reports Forecast Detail displays a summary of each direct report's individual forecast, with a link to additional details for each direct report.

Forecasting as a Sales Administrator

As a sales administrator, your forecast is similar to that of a sales manager, with the following differences: Have read-only access to a sales manager's forecast unless the profile ASN: Forecast Sales Admin Update Access is set to Yes. If this profile is set to Yes, you can save and submit forecasts on behalf of the sales manager.

Forecast Page

The Forecast Page provides four parameters based on which forecasts can be viewed.
Sales Group

Period Type

Period

Category

Summary

In this lesson, you should have learned how to: Define forecasting and forecasting terminology Explain forecast related setups Set forecasting profile options

Sales Supplements in Oracle Sales

Objectives

After completing this lesson, you should be able to: Describe Sales Supplements Explain the uses of Sales Supplements in Oracle Sales Set Up Sales Coaches with Sales Supplements Identify how to set up Account Plans using Sales Supplements Set up Strategic Information using Sales Supplements

Sales Supplements Overview

Sales Supplement allows the capture of additional information about a customer or customers interest in a product. It is a feature in Oracle Quoting and is setup in the Oracle Forms UI. Once setup is complete, Sales Supplement information is accessible to sales representatives in the HTML and Forms UIs. Sales Supplement templates can be associated with a specific application, allowing users to query for templates based on application.

Sales Supplement Hierarchy

A Sales Supplement template contains one or more sections. Within each section is a component-response set.
For example, if the template is a questionnaire, within each section there is a related set of questions and predefined responses.

Components and Responses

Component types in a Sales Supplement template are:

Note Header Footer Question

There are seven types of responses:

Predefined Responses LOVs, Radio, Check Boxes Text Currency

Number
Date Textbox Supports medium length text entries of up to 10 lines with 100 characters in each line. File Attachment

Create Sales Supplement Template

To create a sales supplement template: 1. Log in to Oracle Forms with the Quoting Sales Manager responsibility. 2. Navigate to Quoting > Setup > Sales Supplement.

Using Sales Supplements in Oracle Sales

The Oracle Sales application uses Sales Supplements for: Setting Up Sales Coaches Setting Up Account Plans Setting Up Strategic Information

Set Up Sales Coaches

Sales Coach is a set of questions associated with a sales methodology. These questions are designed to help the sales representative while working on an opportunity. Sales Coaches are created by setting up Sales Supplements in Oracle Quoting. When you create sales supplement templates to use as sales coaches, the templates must be created for the application Oracle Sales by selecting the value Oracle Sales Sales Coach from the Application menu.

Set Up Account Plans

Account plans contain information about key customers and are used to maintain long-term relationships. Use Oracle Quoting to create a sales supplement for the application Oracle Sales-Account Planning. ASN: Account Plan Sales Supplement Template: enter your new supplement name BIS: Primary Currency: Set to enable currency conversion for revenue objectives XML Publisher

Setting Up Strategic Information

Strategic information about a customers contact can include the degree of interaction, the contacts professional or personal goals, and so on. A template for recording the strategic information about contacts is provided in the application. You can also configure this template (or create a new one) to meet your organizations needs.

Summary

You should have learned how to:

Describe Sales Supplements Explain the uses of Sales Supplements in Oracle Sales Set Up Sales Coaches with Sales Supplements Identify how to set up Account Plans using Sales Supplements Set up Strategic Information using Sales Supplements

Territories

Objectives

After completing this lesson, you should be able to:

Set up Oracle Territory Manager Create geographic territories for Sales Create named account territories for Sales Set up the Territory Assignment Program

Oracle Territory Manager

Customers

Business Objects

Sales Team

Business Rules

What Is a Territory?

A territory assigns business objects to resources based on configurable business rules. Create territories based on:
postal code country vertical market size of company product expertise
Territory Defines Who Owns What

Role Based Security

Roles assigned to users determine what menu items appear on the personal home page for each user.

Territory Management responsibility

Sales Territory User

Sales Territory Administrator

Multi-Org Access

To set up multi-organization access control:

1. Create a global security profile in HRMS 2. Set the profile option MO: Security Profile for the Territory Management responsibility to your new security profile 3. Run Security List Maintenance concurrent program

Enable Matching Attributes

For named account territories, enable the: Customer Name Range DUNS Number Registry ID Postal Code Site Number For geographic territories, enable the Postal Code

Set Up Export to Excel

Named account territories require ability to export to Microsoft Excel. You can use spreadsheet to create any territory.

To set up export:
Install Oracle Web Applications Desktop Integrator Enable Initialize and script Active X controls not marked as safe in users browsers

Load Geographic Data

To use self-service creation of geographic territories: Purchase and load postal code information containing:
City State or Province Country Postal Code

Use public APIs to load the information.

Named Account Territory Alignment

Alignment Components?

Proposed assignments Metrics for visual comparison

DNB (Dun & Bradstreet) annual revenue

DNB number of employees

Prior sales for the named account Number of named accounts assigned to the salesperson

Fairness calculation

Set Up Alignment

Run Calculate Territory Alignment concurrent program to calculate data used for metrics such as DNB total revenue.

Run when there are changes in the DNB data and when new named accounts are created.

Territory Types
Territory types are the building blocks for all territories. They include: The transaction types that the territory type applies to, such as customers or opportunities. The matching attributes most likely to be used to create territories of this type.

Creating Self Service Geographic Territories

The territory administrator creates the initial geographic territory and designates it as a self-service territory. Then only sales managers can create and modify child territories. 1. Choose parent territory 2. Choose Geography type 3. Enter details

Geography Creation (Contd)

4. Add at least one sales manager role 5. Add the individual sales manager

6. Select access to each transaction type for each assigned sales manager

Geography Creation (Contd)

7. Add the geography 8. Run concurrent program to generate and activate the territory

Creating a Named Account Self-Service Territory

The territory administrator creates the initial named account territory in the same way as a geographic territory. 1. 2. 3. 4. 5. Choose parent territory Choose Named Account type Enter details Add sales management roles Define the sales role access to transactions

Named Account Creation (Contd)

6. Select the party matching attributes

Company Name + Postal Code

Registry ID from Trading Community Architecture

Named Account Creation (Contd)

DUNS Number

Site Number

Named Account Creation (Contd)

Party Hierarchy from Trading Community Architecture

7. Assign the sales manager resource

Add Named Accounts

8. Export organizations to spreadsheet and promote them to named accounts

Sales Representatives

TCA

Search Results

Spreadsheet

Territory Name

Organizations or Sites

Salespeople

Organizations

Named Account Territory Salespeople Sites

Steps to Using Spreadsheet

Changes are flagged for upload.

Use LOVs to select territories, sales group and role, and salespeople-groups-roles.

Customer Name + Postal Code

Map assignment rules to ensure territory wins transactions for

Exact business name and postal code

Branches of same business located in other postal codes

Duplicate entries of same business name with slight variations

Entries for trade name as well as business name

Other variations on business name, such as an acronym

Concurrent Programs

There are three concurrent programs the administrator should run periodically: Synchronize Territory Assignment Rules (STAR): Builds the territories Calculate Territory Alignment Metrics Named Account Territory Post Processing: Refreshes portals

Run Territory Assignment

Sales applications use three modes for territory assignment

Real-time Territory Assignment Total Mode Batch Territory Assignment Incremental Mode Batch Territory Assignment

Set Up Real-Time Assignment

OS: Enable Real-Time Customer Assignment

OS: Enable Real-Time Opportunity Assignment

OS: Enable Real-Time Lead Assignment

HZ: Execute API Callouts

Set Parallel Workers

Based on your data load and system resources, set up how many processes (parallel workers) you want to launch for each transaction type.

Summary

You should have learned how to: Perform implementation steps for Territory Manager Use geographic territories for Sales Use named account territories for Sales Determine the concurrent programs needed

Oracle Proposals

Objectives

After completing this lesson, you should be able to: Describe Oracle Proposals Describe key features Define key elements of a proposal Identify applications that integrate with Oracle Proposals Set up the various components of a proposal Create and Generate a Proposal

Overview of Oracle Proposals

Oracle Proposals allows users to generate dynamic proposals using templates. With Oracle Proposals, businesses can: Shorten sales cycle by reducing the time needed to generate a proposal Project a consistent and high quality professional image Enable sales representatives to work with customers by automating the proposal process

Understanding Proposals

Oracle Proposals help you position a product or service as a possible solution to a customers business need. Proposal templates provide ready-to-use content, standardized document layouts, and assembled information from the database based on your needs.

Key Features

Proposal Templates

Dynamic Fields

Guided Proposal Content Building

Supporting Document for Proposals

Proposal Component for Standardized Content

Proposal Document Generation

E-mail Delivery

Sales Team Collaboration on Proposals

Key Features with Integrations

Quoting Leads Management Content Management Campaign Schedule Integration Campaign Activity Integration Opportunity Customer Territory Manager XML Publisher

Conditional Dependencies

Resource Manager Oracle Quoting Oracle Contracts Oracle Marketing Oracle TeleSales Oracle Sales Oracle Interaction History Oracle Content Manager Oracle Trading Community Architecture

Configuring Oracle Proposals

The proposal administrator is responsible for creating and maintaining proposal templates. Proposal administration tasks must be performed before users can create proposals.

Template Categories

Dynamic Fields (optional)

Components

Templates

Create Proposals

Key Elements of a Proposal: Set Up Proposal Components

Components divide proposal content into independent elements, which can be reused in different proposals. Individual components are combined into a template used to generate a comprehensive proposal. Content elements can include a Cover Letter, Cover Sheet, or Data Sheet. A component can contain multiple files. Each file points to a separate RTF file, with its own individual content style. The RTF file holds the actual content including standard text, graphs, or tables that are used as standard text for the proposal.

Create Proposal Components

Components are created and individual RTF files are associated. Only RTF files can be added to a component. Oracle Proposals parses and validates files to check for all valid dynamic fields and RTF construction. You can create proposal components by adding files from the desktop, or from Oracle Content Manager Folders or the Oracle Content Manager Library.

Working with Proposal Templates from Campaign Activities

A lead from a campaign activity, when executed, might become an opportunity. Campaign managers can associate proposal templates which can later be used by the sales representative when working on an opportunity created from the campaign. You can publish and associate a template with a campaign activity.

Create Proposals

Apart from creating a standalone proposal, you can create proposals from:
Customer Lead Opportunity Quote

Working with Proposals

Creating a Proposal involves the following tasks:

Personalize Components
Add/Exclude Components Change the Order of Components Add Supporting Documents

Generating a Proposal

Proposal generation combines the various proposal components, any added quotes, and the content of dynamic fields into one RTF format document. During generation, the parts of the proposal are validated and checked for completeness, and a message displays if there are any corrections to be made. If all proposal elements are valid, another check is made to decide whether to generate the document online or offline.

Set Profile Options

Set up profile options in: Oracle Proposals Oracle Content Manager Oracle Trading Community Architecture

Summary

You should have learned how to: Describe Oracle Proposals Describe key features Define key elements of a proposal Identify applications that integrate with Oracle Proposals Set up the various components of a proposal Create and Generate a Proposal

Sales for Handhelds and Sales Offline

Objectives

After completing this lesson, you should be able to: Describe how to implement the connected browser in Sales for Handhelds Set up Outlook synchronization Discuss features of Oracle Sales Offline Set Sales Offline profile options Describe the prerequisites for Sales Offline

Overview of Oracle Sales for Handhelds

The connected handheld browser provides real time access to enterprise information. Customers and contacts Opportunities Tasks and appointments

Enterprise

Outlook Synchronization

Users can use Oracle Sales synchronization to synchronize information between laptop, desktop, or Pocket PC devices and the eBusiness Suite. Oracle Sales Synchronization can be used to synchronize: Appointments Tasks Contacts E-mail interactions (Desktop only)

Enterprise

Synchronization Devices

Synchronization functionality is provided specifically for: Pocket PC devices running Windows Mobile 2003 or Windows Mobile 5.0 Palm devices running Windows Mobile 5.0 Laptops or desktops with Windows 2000 or Windows XP operating systems running Outlook 2000, Outlook 2002 (XP), Outlook 2003

Alerts

Short Message Service (SMS) is a feature available with some wireless phones that allow you to send or receive short alphanumeric messages up to 160 characters. You can receive alerts through SMS or via e-mail, or both. Delinquent customers Expiring service contracts Escalated service requests

Implementing the Connected Browser

The connected browser needs no setup to work. You can make changes in the following: Set display for date range and number of characters Customize the Dashboard search choice and action lists Personalize the user interface

Implementing Outlook Synchronization

Set synchronization mode Include details or links Enable addition of contacts to appointments Set categories Enable Preferences menu

Overview of Oracle Sales Offline

Provide agents information they need quickly and easily... Deliver a disconnected laptop application Provide sales functionality through simple and easy windows interface Integrate easily with Oracle Sales for better team selling Synchronize data Display conflict resolution and new items screens

Sales Offline Profile Options

General System Profiles User Preference Profiles Synchronization Time Profile Price List Lines Profile Improve Load Time Profiles Synchronization Profile SSL Profiles SSO Profile Quoting Default Lead/Opportunity Owner

Date Picker

A date picker is available for the calendar. Date picker for date fields Time picker for time fields Date time picker for date and time fields

Product Dependencies/Prerequisites

Oracle Applications
Oracle Sales Oracle Quoting Oracle Web Applications Desktop Integrator

Desktop Requirements Desktop Recommendations

Summary

You should have learned how to: Implement the connected browser in Sales for Handhelds Set up Outlook synchronization Explain features of Oracle Sales Offline Set Sales Offline profile options List the dependencies for Sales Offline

Opportunity Reports

Objectives

After completing this lesson, you should be able to: List and access the opportunity reports Understand the information provided by these reports Implement opportunity reports View opportunity reports

Opportunity Reports

The Opportunity reports enable you to: View key opportunity data Filter report data by forecast owner and sales team Examine specific opportunities in detail Examine flexfield values for opportunities View opportunity age View time duration for opportunities Customize report parameters to use the parameters specific to your data needs Navigate to the Oracle Sales application from the report

Opportunity Reports

Opportunity Reports display results based on the criteria chosen in the report parameters. The list of reports are: Opportunity Summary
summary of opportunities by product category

Opportunity List
detailed list of the opportunities

Opportunity Detail
detailed information (including flexfields) on selected opportunities from the Opportunity List report

Opportunity Aging
enables you to analyze the aging trends for opportunities meeting the criteria of the report parameters

Implement Reports: Profile Options

Set these profile options: ASN: Forecast Sales Credit Type BIS: Base Domain Name Value BIS: Mailing LDAP Server BIS: Mailing SMTP Server CRM BIS: GL Conversion Type CRM BIS: Period Set Name

Implement Reports: Lookups

Set these lookups: BIL_TX-WIN_PROB BIL_TX_WIN_PROB_LK

Implement Reports: Run Concurrent Program

Run the concurrent program: Refresh of Opportunity Status Aging Summary Table

Accessing Reports

Sales representatives have access to the following reports:

Opportunity Summary
Opportunity List Opportunity Detail Opportunity Aging

Sales managers have access to the following reports:

Opportunity List Opportunity Detail Opportunity Aging

Opportunity data access is based on the forecast owner and sales team

Summary

You should have learned how to: List and access the opportunity reports Understand the information provided by these reports Implement opportunity reports View opportunity reports

Oracle Sales Summary

Oracle Sales Summary Overview of Lead to Order Process Overview of Sales Products Sales Security Oracle TeleSales Leads Management Opportunity Management Forecasting in Oracle Sales Sales Supplements in Oracle Sales Territories Oracle Proposals Sales for Handhelds and Sales Offline Opportunity Reports