enterp Oracle CRM On Demand Administration Essentials rise world's best-selling brand of

Transcription

1 Oracle CRM On Demand Administration Essentials A onestop implementation reference guide to Oracle CRM On Demand, the CRM technology world's bestselling brand of Padmanabha Rao Venkatesan Sundaram enterp rise 88 BIRMINGHAM MUMBAI

2 Marketing Sales Service Table of Contents Preface 1 Chapter 1: Overview of CRM On Demand 7 What is CRMOD? 8 The CRMOD service 9 Service infrastructure 10 The software 12 CRMOD administration 13 CRMOD out of the box 13 Custom administration 14 Summary 16 Chapter 2: Steps 123: Go Live Out of the Box 17 Step 1 Knowing the prebuilt marketing, sales, and service organizations 19 CRM data 19 Function Function Function CRM staff 26 Step 2 Setting your company profile 29 The Company Administration data 30 The Company Profile 30 Company Signln and Password Control 40 Activating languages 41 IP Address Restrictions 41 The Sign In Audit and Audit Trail sections 42 Currency definition 43 Creating the login IDs for users 44 Creating the product catalog 47 Enabling sales forecasts 48

3 Step 3 Pass the word around 50 Creating companywide alerts and messaging 50 Issuing the user IDs 51 Ongoing support to users 52 Summary 52 Chapter 3: CRM On Demand Customization 53 The application architecture 54 Customizability 55 The data model 56 Data management 57 The process model 57 Object model 58 Business rules 64 Security model 65 The interface model 67 Online interface 68 Web services interface 68 Special interfaces 68 Summary 69 Chapter 4: Application Customization 71 Data modellevel customization 72 Adding, modifying, and deleting fields 73 Cascading fields 78 Layout management 80 Page layout 80 Dynamic layouts 86 Search layouts 87 Homepage and Action Bar layout 90 List management 91 Miscellaneous application customization 92 Summary 93 Chapter 5: User Access Controls 95 The user ID 96 Manager hierarchy 99 User group 99 The accesses to data 100 Team access 102 Book access 103

4 The user role 105 Role name 107 Accesses to objects (record types) 107 The owner access profile and the default access profile 108 Accesses to objects' Homepages or tabs 108 The Homepage layouts 109 The Search page layouts 109 The Detail page layouts 110 The default sales process for opportunity records 110 The Lead Conversion layout 111 The Action Bar layout 111 The default Theme for UI 111 Privileges 112 Accesses to customize the Ul 112 Accesses to data channels 112 Accesses to user channels 113 Summary 114 Chapter 6: Business Process Automation and Management 115 Workflow configuration 116 Hold on! 116 About workflows 117 Adding and modifying the workflows 117 Record types 120 Trigger events 121 Workflow rule condition 122 Actions 125 Ordering of actions 125 Assign a Book 125 Create Integration Event 126 Create Task 127 Send 128 Update Field After Wait 130 Update Values 131 Wait 131 Actions available by events 133 Ordering the workflows 133 Deleting workflows 136 Active and inactive workflows 136 Workflow Monitor 137 Pending Instances 138

5 Error Instances 138 Deleting instances from the Workflow Monitor 138 Assignment rules 139 About Assignment rules 139 Hold on! 139 Applicable objects 140 Defining a rule group 140 Lead Conversion Administration 144 Hold on! 144 Converting a lead 144 Lead Conversion Mapping 144 Hold on! 144 Mapping fields for converting leads 145 Creating a lead conversion layout 147 Sales methodology 149 Sales process 149 Sales stage 150 Setting up a sales stage 151 Mandatory fields 152 Process coach 154 Automated tasks 155 Useful resources 156 Sales category 157 Setting up a sales stage category 158 Administering forecasts 158 What type: Determining the types of forecasts 159 How to choose the right type of forecasting methodology 159 When: Determining the forecast duration 159 For whom: Designating forecasting roles 160 How often: Frequency of forecasting 160 Setting up Forecast Definition 161 Updating and maintaining forecasts 162 Summary 163 Chapter 7: Content Management 165 Content 166 The product catalog 168 Product category 169 Product 170 Assessment scripts 171 Reports/analytics folders 173 Attachment files 174 Summary 175 [iv]

6 file mapping Table of Contents Chapter 8: Web Services Integration 177 CRM On Demand integration abilities 178 Transferring data between systems 180 Surfacing data from other systems 181 Configuring Web links and custom applets 182 Configuring a Web link 182 Configuring a web applet 184 Configuring integration events 186 Enabling CRM On Demand web services 189 Listing the available CRM On Demand web services 192 Managing sessions in CRM On Demand web services 195 CRMOD web service best practices 196 CRMOD web service allotment and limiters 199 Monitoring web service allotment usage 199 Administrating service allotment 200 Setting alerts for service allotments 200 Service Allotment Usage History 201 Monitoring file and record utilization 202 Web Services Utilization 203 Summary 204 Chapter 9: Reports and Analytics 205 The Answers On Demand service 205 Prebuilt reports 206 Interactivity 208 Prebuilt dashboards 209 Writing a report 210 Report Folders 211 Manage Analyses 211 Open Existing Analyses 212 Subject Areas 213 Building the report 216 Define Criteria 217 Create Layout 221 Define Prompts 222 Summary 223 Chapter 10: Leveraging CRM On Demand Data and Integration Tools 225 Accessing CRM On Demand data and integration tools 226 Importing your contacts 226 Step 1 choosing your data file 227 validation 228 Step 2 Step 3 your fields 229 [v]

7 Oracle Offline On Demand 230 Downloading data into Offline On Demand 232 Adding/updating data in Offline CRM On Demand 233 Uploading Offline On Demand data to CRM On Demand 234 Oracle PIM Sync On Demand 234 Oracle Outlook Integration On Demand 237 Oracle data loader 239 Oracle Migration Tool On Demand 240 CRM On Demand Connected Mobile Sales 241 Accessing CRMOD content outside the application using On Demand Widgets 242 Summary 245 Chapter 11: Help, Support Ecosystem, and Features in New Releases 247 Training and Support 247 Help CRM On Demand usage manual 249 Support portal 251 Before creating the service request 252 Creating a service request 253 Support forums 255 Release notes 256 Product enhancements 257 Release upgrade activities 257 New features in recent releases of CRM On Demand 258 Summary 261 Chapter 12: Oracle Partner Offerings 263 Oracle's partner ecosystem 263 Oracle CRM On Demand implementation partners 264 Oracle CRM On Demand extensions 267 How to make a purchase decision for a CRM On Demand extension 268 Is the product certified? 268 Can I try it? 270 What level of support is available? 270 What about new feature requirements? 271 Is the source code available? 272 Is the solution built using an open or proprietary technology? 272 Most popular extensions 272 channel for CRM 272 Telephone channel for CRM 273 [vi]

8 Mobile CRM 274 Quote and order management 274 Selfservice portal 275 Social collaboration tools 275 Summary 276 Index 277