R12 CRM Practice Guide

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Oracle R12 Customer Relationship Management

Additional Practice Guide for Students

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SECTION 1: e-Business Suit Essentials

1. Logging In to Oracle Applications, Creating Favorites, Navigating Through Responsibilities and Menus, Closing a Form, Logging Out of Oracle Applications

(A) Logging In to Oracle Applications

1. Open the URL given by the Instructor in Internet Explorer or Netscape.

2. Use the following information to log in:

Username: XXXXX

Password: XXXXX

(B) Login

Section I: Creating Favorites

3. Enter a function:

Responsibility: Inventory, Vision Operations (USA)

Function Prompt: Receipts

Favorite: XX_Receipts

Section II: Logging In to Forms-Based Interface

4. Navigating through responsibilities and menus:

On the PHP, click the Assets, Vision Operations (USA) responsibility to find the different menus available such as Financial Information, Transaction History, and Accounting Events under this responsibility.

Click the Financial Information link under Inquiry to open up a form.

Go through the different fields such as Asset Number, Description, Tag, Asset Key, and Book in this form.

On the PHP, click the Cash Management, Vision Operations (USA) to find the different menus available under this responsibility.

Click the Bank Balances link to open a Web page.

Go through the different fields such as Balance Date, Name, Type, and Account Number on this Web page.

Close the Web page.

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5. Closing a form:

On the PHP, click Cash Management, Vision Operations (USA) responsibility.

Open the Reconcile Bank Statements form.

Use menu to close form.

6. Logging out of Oracle Applications:

Exit R12 Forms Interface.

Log out of the PHP.

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2. Retrieving and Deleting a Record


1. Log in to Oracle Applications:

Username: XXXXX

Password: XXXXX

(B) Login

2. On the PHP, click the Order Management Super User, Vision Operations (USA) responsibility.

3. Click Sales Orders link under Orders, Returns.

Retrieving a Record

4. Show how a record can be retrieved using the keyboard and menu functions.

Using Keyboard Keys

Press [F11].

Enter the customer name A. C. Networks in the Customer field.

Press [Ctrl], [F11] keys together.

The sales orders records created for this customer is retrieved.

Use the up-arrow and down-arrow buttons to show how the record changes.

Using Menu Functions

Keep cursor in the Order Number field and press [F6].

(M) View > Query By Example > Enter

Enter the Customer name A. C. Networks in the Customer field.

(M) View > Query By Example > Run

The sales order record is retrieved.

Note: Also show how a record can be retrieved using the Find Icon.

Deleting a Record

Click (T) Line Items.

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Place cursor over line 2.1.

(M) Edit > Delete

(I) Save

Close the form.

Open the Sales Order and show that the Item AS54888 is not available any more.

Note: Inform that most of the records cannot be deleted in this way, but have to give an end date for the same not to be used after that end date.

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3. Running a Single Request Report


Username: XXXXX

Password: XXXXX

(B) Login

Run a Single Request Report

1. Use Order Management Super User, Vision Operations (USA) responsibility.

2. Navigate to the submit request form (N) Reports, Requests > Run Reports.

3. Choose the default Single Request and click OK.

4. Select Orders Summary Report from the LOV.

5. Choose the default Operating Unit: Vision Operations.

6. In the parameters window, choose the default and click OK.

7. Click Submit.

8. Note the Request ID and click No on the decision screen.

9. View the above request using (M) View > Requests.

10. Choose the default All my requests.

11. Click Find.

12. Click View Output to find the Orders Summary report.

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4. Defining / Creating an Item Tasks Defining / Creating an Item

1. Responsibility = Inventory, Vision Operations (USA)

2. Navigate to the Master Item Window.

(N) Items > Master Items

Organization = M1- Seattle Manufacturing

3. Create a new item by entering the following information.

Item = XX_Item

Description = XX_Item

Copy from Template

(M) Tools > Copy From

Select Template = Finished Goods

4. Save the record.

5. Close the Form.

Using XX_Item in Order Management

6. Switch responsibility to Order Management Super User, Vision Operations (USA).

7. (N) Orders, Returns > Sales Order

8. Enter the following information:

Order Type = Mixed

Ordered Item = XX_Item

9. Close the Form without saving.

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5. Creating a Supplier in Payables and Accessing from Purchasing

1. Responsibility = Payables, Vision Operations (USA)

2. (N) Suppliers > Entry

3. (B) Create Supplier


Supplier Type = Select the default “Standard Supplier” check box

Organization Name: XX_Supplier

Search for the Country of Origin: United States

Select Option Button: Country Name = United States, Country Code = US

(B) Select

(B) Apply

Note down the Supplier number: ______________

Note down the Registry Number: _____________

Enter Site Name = XX_Suppliers

Enter Operating Unit = Vision Operations, (B) Go

(B) Save

(T) Key Purchasing Setups

Click Address Book Link (Top left) drop-down values

(B) Create

5. Enter the following information (for Address):

Country: Accept Default (United States)

Address Line 1: #20 (Mandatory)

Address Line 2: 5th Cross

Address Line 3: 5th Street

Address Line 4: Fizzy Road

City: New York

County: New York

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State: NY

Postal Code: 10020

Address Name: XX_Supplier_Site (Mandatory)

Language = American English

(B) Continue

Address Purpose: Select the Purchasing and Payment check boxes

(B) Continue

Select the check box besides XX_Supplier and Vision Operations

(B) Apply

6. Click “Quick Update” Link.

7. Accept the default Ship To Location and Bill To Location, FOB, Country of Origin values.

8. (B) Save

9. Close the window.

10. Switch responsibility to Purchasing, Vision Operations (USA).

Enter a Purchase Order as follows:

11. (N) Purchase Orders > Purchase Orders


Operating Unit: Select Vision Operations from LOV

Type: Accept Default (Standard Purchase Order)

Supplier: Find the Supplier “XX_Supplier”

Close the form without saving.

Therefore, it is seen that the “Suppliers” entity is shared across applications. It is defined in one application and accessed in another.

Note: Suppliers are now part of the Trading Community Architecture.

To show how an entity defined in the Forms-Based Interface can be seen in a Self Service Application:

13. Use the Purchasing, Vision Operations (USA) responsibility.

Navigate to the Requisitions Window using (N) Requisitions > Requisitions

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Operating Unit: Select Vision Operations from LOV

Type = Select Purchase Requisition from LOV

Description = Test for SSA

(T) Lines

Item = Select AS54999 from the LOV

Quantity = 10

Need-By = Take Current Date +1 Day

Below the Line level, select Supplier = XX_Supplier (created above)

Select Site = XX_Supplier_Address

Select the default values.

Save

Write down the Requisition Number = _______________

Close the Requisitions Form.

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6. Creating a Customer in Receivables and Accessing from Order Management and Inventory

Creating a Customer

Responsibility = Receivables, Vision Operations (USA)

(N) Customers > Customers

Create a new customer.

Enter the following information:

Customer Type = Organization

Organization Name = XX_Customer

Country = United States

Address Line 1 = #250

Address Line 2 = Street # 2

Address Line 3 = Go Meery Road

City = New York

County = New York

State = NY

Postal Code = 10250

Address Description = XX_Customer_Site

Operating Unit = Vision Operations

Bill To = Primary

Apply the changes.

Note down the Registry Number: _____________

Close the window.

Switch responsibility to Order Management Super User, Vision Operations (USA).

(N) Orders, Returns > Sales Orders

Customer = XX_Customer

Close Form without saving.

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Switch responsibility to Inventory, Vision Operations (USA).

(N) Items > Customer Items > Customer Items

Organization = M1 – Seattle Manufacturing

Customer Name = XX_Customer


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7. Creating a New Employee and Creating a Resource

Defining an Employee

1. Responsibility = Human Resources, Vision Enterprises

2. Navigate to the Define Person Window.

(N) People > Enter and Maintain


Last = Samuels

First = XX_James

Gender = Select M or F as appropriate

Action = Create Employment

Person Type = Employee

Enter Social Security Number and Date of Birth.

4. Save your record.

5. Record your employee number __________________.

Creating an Assignment

6. Navigate to the Assignment Window by clicking (B) Assignment.


a. Organization = Vision Operations

In the Group field, enter as follows:

b. Team = Financials

c. National Bargaining Unit = ALPA

d. Select following:

Job = MGR500.Manager

Position = MM400.Materials Manager

8. Accept the default values.

9. (T) Supervisor

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Name = Brown, Ms. Casey

10. Save your record.

11. Accept the default location value.

12. Close all the windows and return to the Navigator page.

Creating a Resource

13. Responsibility = CRM Resource Manager, Vision Enterprises

14. Navigate to the Select Resources to Import Window.

(N) Maintain Resources > Import Resources

15. Select / Enter the following:

Resource Category = Employee

Number = Employee number of Samuels, XX James created above

16. Search for the Employee.

17. Import the details of Employee to create a Resource.

- Select Role = Credit Manager (From LOV)

18. Save the created Resource.

19. Find the Resource details.

20. Record your resource number _______________.


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8. Creating a New User

Creating a New User

1. Responsibility = System Administrator

2. Navigate to the Define Users Window.

(N) Security > User > Define

3. Specify User details.

Username = XXEBSTUDENT (where XX is your terminal ID or initials)

Password = XXXXX (Click [Tab], re-enter password to verify)

Person = the employee you created in earlier practice.

4. (T) Direct Responsibilities

5. Add the following responsibilities to your new Username:

Responsibility

Purchasing, Vision Operations (USA)

Payables, Vision Operations (USA)

System Administrator

Inventory, Vision Operations (USA)

Human Resources, Vision Enterprises

CRM Resource Manager, Vision Enterprises

6. Save

7. (M) File > Exit Oracle Applications

8. Log out from the Personal Home page.

Logging in As a New User

9. Log in as a new User.

Login = XXEBSTUDENT

Password = XXXXXX

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Current Password = XXXXX

New Password = XXXXXXX

Re-enter New Password = XXXXXX

9. Entering an Item, Discussing Key and Descriptive Flex fields

Entering a System Item

1. Responsibility: Inventory, Vision Operations (USA)

2. Navigate to the Items window.

(N) Items > Master Items, select M1 - Seattle Manufacturing from the LOV.

3. Enter an item:

Item Description

XXComputer Server High Speed Server

4. Save.

Note: Point out that the Item field is a key flexfield that happens to be defined as one segment and no validation!

5. (T) Purchasing

Purchased Purchasable

Checked Checked

Note: Point out that the Expense Account is a key flexfield owned by General Ledger.

6. Place the cursor over the Asset Category field.

Major Category

COMPUTER

7. Activate list of values in the Minor Category field:

Minor Category

Server

Note: Point out that Assets own the Asset Category Flexfield. This is a two-segment flexfield, where the second segment is dependent on the first. For example, if you choose Computer in the first segment, you would not want to see Land when you selected a value in the second segment.

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8. (B) OK

9. Save.

10. (M) Tools > Categories (You may have to press [Ctrl] + [F11] if default categories are not displayed.)

Category Set

Purchasing

11. Place cursor in the Category field (MISC.MISC defaults, but you will override this).

12. Activate the list of values.

Note: Point out that this is the PO Item Category key flexfield.

13. (B) Combinations

Item Category

%

14. (B) OK

Item Category Commodity

204 53

15. (B) OK

Note: Point out that the Category field now reflects 204.53 based on the selection made.

16. Save.

17. Close the Category Assignment window.

18. Place cursor in the descriptive flexfield to the right of the description field.

Note: Point out that when the cursor enters a flexfield field, profile options determine whether or not it automatically opens. Point out that there are several fields in this descriptive flexfield, they are of different sizes and some have a list of values/validation.

19. Close windows till you are back at the Navigator.

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10. Creating Value Sets

Creating a Value Set

1. Responsibility: XXXXXXXXX

2. Navigate to the Value Sets window:

(N) Application > Validation > Set

3. Create the independent value set:

Field Name Value

Value Set Name XXPO Class

Description Major class

List Type List of Values

Security Type Non-Hierarchical Security

Format Char

Max. Size 10

Uppercase Only (A–Z) Check box to be selected

Right Justify and Zero-fill Numbers (001)

Check box to be deselected

Validation Type Independent

4. Save your work.

5. Create the dependent value set:

Field Name Value

Value Set Name XXPO Subclass

Description Sub class

List Type List of Values

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Security Type Non-Hierarchical Security

Format Char

Maximum Size 10

Uppercase Only (A–Z) Selected

Right Justify and Zero-fill Numbers (001)

Deselected

Validation Type Dependent

6. (B) Edit information and enter the following information:

Independent Value Set Name: XXPO Class

Value: NONE

Description: None

7. Save

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11. Creating a Structure for a Key Flexfield and Adding Value Sets

Querying the Item Categories Structure

1. Responsibility: System Administrator

2. Navigate to the Key Flexfield Segments window:

(N) Application > Flexfield > Key > Segments

3. Query the structure and enter following information:

Application: Inventory

Flexfield Title: Item Categories

Creating a New Structure

4. Create a new structure:

Code: XXPO_ITEM_CAT

Title: XXPO_ITEM_CAT

Description: PO Item Category

Assigning Segments

5. Create the structure based on the segment information in the following table:

No Name Window Prompt Column (LOV) Value Set (LOV)

1 PO Class Class SEGMENT1 XXPO Class

2 PO Subclass Sub SEGMENT2 XXPO Subclass

6. Specify segment information for the PO Class segment:

Field Value

Description PO Class

Required Checked

Security Enabled Checked

7. Specify segment information for the PO Subclass segment:

Field Value

Description PO Subclass

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Required Checked

Security Enabled Checked

8. Freeze and compile the flexfield.

Adding Values

9. Navigate to the Values window:

(N) Application > Validation > Values

10. Search for any existing values using your value sets.

11. Enter values according to the following table and Save:

Value Description

CCOMP Computer Component

CSYS Computer System

Entering Values Dependent on the CCOMP Value

12. Query the PO Subclass segment of the XXPO_ITEM_CAT structure.

13. Enter values dependent on the CCOMP value according to the following table and Save:

Value Description

KEYBOARD Keyboard, 101-Key

MOUSE Mouse, Optical

MONITOR Monitor, Flat Panel

Entering Values Dependent on the CSYS Value

14. Enter values dependent on the CSYS value according to the following table and Save:

Value Description

DESKTOP Desktop

PC PC

SERVER Server

15. Close windows until you are back at the Navigator.

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12. Testing the Flexfield

Defining Valid Category Combinations

1. Responsibility: Inventory, Vision Operations (USA)

2. Navigate to the Category Codes window:

(N) Setup > Item > Categories > Category Codes

3. Set up new category codes combinations according to the following table. Name your structure XXPO_ITEM_CAT.

Structure Name Category Description

XXPO_ITEM_CAT CCOMP.KEYBOARD Component, Keyboard

XXPO_ITEM_CAT CSYS.PC System, PC

Setting Up Category Codes

4. Navigate to the Category Sets window:

(N) Setup > Item > Categories > Category Sets (M1 - Seattle)

5. Set up category codes:

Name: XXPurchasing

Description: Purchasing Category Set

Flex Structure: XXPO_ITEM_CAT

Controlled At: Master Level

Default Category: CSYS.PC

Click Save.

6. Test the independent/dependent relationship by placing the cursor in the Default Category field.

7. Close windows until you are back at the Navigator.

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13. Understanding How Multi Org Secures Application Data

Creating a Supplier

1. Switch Responsibility to Payables, Vision Operations (USA).

2. Enter an Invoice against the XX_Supplier which you have already created.

3. Click the Invoices link under “Invoices: Entry” to open the Invoices Window.

4. Enter an invoice with the following details:

Trading Partner = XX_Supplier

Site = Choose the default option, XXSupplier_Site

Invoice Date = System / Current Date

Tab to Invoice Num field

Invoice Num = 1000

Invoice Amount = 10000



Attempting to Enter an Invoice

6. Switch responsibility to Payables, Vision Services (USA).

Note: You might have to add this responsibility to your User.

7. Navigate to the Invoices Window.

(N) Invoices > Entry > Invoices

8. Trading Partner = XX_Supplier

9. Tab out of the supplier field.

10. Note that this is an Invalid Supplier for this operating unit.


R12 Oracle Marketing Fundamentals Activity Guide

1. Creating a Program

Responsibility = Marketing Administrator

1. Log in to Oracle Marketing and navigate to the Campaign Dashboard.

2. Click (H) Programs in the Shortcuts bin.

3. In the Programs page, click (B) Create Program

4. Enter the following data:

Field Name Value

Name XX 07 Marketing Programs

Parent Do not select a Parent Program.

Code XX_Marketing_Pro g

Business Unit Vision Stores Retail Division

Purpose Product Launch

Coordinator Default

Start Period Current Month. Example: Jun-07

End Period Same month a year from now

Start Date Current Date

End Date Same date, a year from now.

Currency Default

Global Unchecked.

Country Default

Confidential Checked.

Objective Product Promotion.

5. Click (B) Create.

2. Creating a Campaign and Associating it to a Program


1. Log into Oracle Marketing and navigate to the Campaign Dashboard.

2. Click (H) Campaigns.

3. Click (B) Create Campaign.


Field Name Value

Create Method New

Type Cam paign

Template Select Campaigns.

Name XX LaserLaunch 07

Source Code XX_LL07

Program XX 07 Marketing Programs

Start Date Current date

End Date A year from today

Coordinator Default

Objective Enter an objective for your campaign. This is optional.

5. Click (B) Apply.

Submitting for Approval and Activating the Campaign

9. On the Campaign Details page, click (B) Activate.

10. Navigate to the Campaign Details page and click (B) View Approval to view the approval status of the campaign.

Note: Approvals go through the AMS Marketing Workflow process. The campaign status changes to Active after it goes through theme, budget line, and budget approvals. If you have Approver privileges, the View Approval page displays No Approval Required.

3.Setting up Monitors


1. Log into Oracle Marketing and navigate to the Campaign Dashboard.

2. Click (H) Create Monitor in the Quick Actions bin.


Field Name Value

Monitored Initiative Campaign

Initiative Name XX LaserLaunch 07

Monitor Name XX Campaign Monitor

Timezone Select a time zone. By default, the time zone is America/Los_Angeles

Monitor From – To Enter dates to assign a time frame to the monitor.

Objective This field is optional.

4. In the Monitoring Frequency region, click (H) Hour, (H) Day, (H) Week, (H) Month, or (H) Year. The default value is Weeks. Enter values accordingly.

5. In the Monitoring Conditions region fill in the following details:

Field Name Value

Compare Performance Between Two Initiatives

Metric Total Cost

Value Actual

Comparison Is less than (<)

Another Initiative Choose another initiative. For example, campaign created by your classmate.

Metric Total Cost

Value Actual

6. The Follow On Actions region is optional. Select a notification option if you wish to notify a manager about the monitor.

7. Click (B) Add Activity to add an activity to monitor.

8. Click (B) Save.

3.1 Creating an Activity Template

Responsibility = Oracle Marketing Super User

1. Log into Oracle Marketing and navigate to Marketing Online: Administration.

• (N) Marketing Online: Administration > Marketing > Initiatives Templates > Activity Templates



Field Description

Name XX Campaign Activity

Associated With Displays Activity by default.

Channel Category Direct Marketing

Channel Direct Mail

Description Type out a brief description of the template.

4. In the Associated Activity Purposes region select General Purpose as the Activity Purpose.

5. Select Interaction Follow Up - B2B as the Default List Template using the Lookup icon.

6. Click (B) Submit.

4. Planning and Setting up Events

Creating an Event


1. Log into Oracle Marketing and navigate to the Events page.

• (N) Marketing Online: Event > Events > (B) Create.


Field Name Value

Setup Type Event

Name XX Laser Printer Show

Program XX Laser Launch Program 07

Type Sem inar

Start Date Today’s date

End Date One month from today

Owner Retain the default

Currency US Dollar

Country United States


Creating an Event Schedule

5. Navigate to the Event Schedule creation page.

• (H) Event > Event Schedules > (B) Create.


Field Name Value

Template Event Schedule

Name XX Laser Printer Show San Francisco

Source Code XX_Laser_Printer_Show_SF

Business Unit Vision Stores Retail Division

Type Training

Field Name Value

Delivery Method Seminar

Start Date Event Start Date

End Date Event End Date

Venue Hy att Regency

Duration 2 days

Owner Retain the default value

Currency US Dollar

Country United States

Registration Required Checked.


8. Select (H) Registrations.


Field Name Value

Enrollment Starts Today’s date

Enrollment Ends 2 days from today

Minimum Size 10

Maximum Size 20

Overbook by 10%

Waitlist 10%

Inventory – Action Type Select One

Inventory Number Seminar - agenda

10. Click (B) Update.

11. Return to the Event Schedule Details Page.

12. Click (B) Request Approval.

13. Click (B) Confirm. Verify if the Event Schedule Status is Active.

Registering Participants for an Event

14. Navigate to the Event Registration page.

• (N) Event > Registrations.

15. Search for your Event Schedule.

16. Click (H) Register.

17. Search for names of people to register and select the check boxes against their names.

18. Click (B) Submit. Observe event registration confirmation.

19. Click (B) Register for this Event to register more people.

20. View the Roster to view registration details.

• (N) Registrations > View Roster.

21. Select a View (All, Cancelled, Registered, or Waitlisted) and click (B) Search.

5. Creating a Telemarketing Activity

Creating a TeleMarketing Campaign Activity


1. Log in to Oracle marketing and navigate to the Campaign Dashboard.

2. Click (H) Create Activity in the Quick Actions bin.


Field Name Value

Template Telemarketing

Name XX Laser Printer Call Blitz

Source Code XXLPCB

Purpose General Purpose

Campaign XX LaserLaunch 07

Launch On A week from today

End On A month from the Launch On date

Objective Enter a suitable objective for the activity

4. Click (B) Apply.

Selecting the Selling Product

5. Navigate to the Offering mid tab.

6. Click (B) Add Product.

7. Select the product, Lightning Laserjet XL Printer.

8. Click (B) Apply.

Specifying a Target Group

9. Navigate to the Target Group mid tab.

10. In the Selections region select Advanced as the Selection Method.

11. Select the Organization Contacts as Audience.

12. Select List in the Add field and click (B) Go.

13. Click (B) Save.

15. Click (B) Generate Target Group.

16. From the Options region select Full Refresh.

17. Click (B) Apply:

Associating Collaboration Content

18. Navigate to the Collaboration mid tab.

19. Click (B) Add Content.

20. Search and associate a content item.

• You can select the cover letter “Cover Letter for Laserjet Cross Sell to Sentinel Deluxe Desktop customers”.

21. Click (B) Save.

Associating Metrics

27. Navigate to the Tracking mid tab.

28. Expand the Costs hierarchy as follows:

• Costs > Total Cost > Total Direct Cost

29. Define the Forecast value for Direct Cost as 10000

30. Select Metrics Hierarchy and click (B) Go.

31. Expand the Metrics hierarchy as follows:

• Metrics > Total Target Group > Total Contact Group

32. Define the Forecast value for Contact Group as 200.

33. Expand the Metrics hierarchy as follows:

• Metrics > Total Responses

34. Define the Forecast value for Responses as 30

35. Click (B) Save.

• Observe that the forecast value for the Cost per Response metric is automatically updated.

Submitting for Approval

36. Click (B) Preview Approval to see the approval status.

Note: If you have Approver privileges, the Preview Approval page displays No Approval Required. In that case, the activity details page will display an Activate button.


Activating the Telemarketing Activity

38. Click (B) Activate.

and Set the Repeating

shboard.

8.1 Creating a Repeating E-mail

Entering Basic Details for an E-mail CamOptions

Responsibility = Marketing Administrato

1. Log in to Oracle Marketing and navigate to

2. Click (B) Create Activity in the Shortcuts b


rvey

te

nly new members of the target

007007).

Activity

paign Activity

r

the Campaign Da

in.

Field Name Value

Template E mail

Name XX Laser Printer Satisfaction Su


Purpose Customer Retention

Launch On Current date

End On 3 months from the Launch On da

4. Click (B) Apply

5. In the Activity Details page click (I) Repeats.

6. Click (H) Month.

7. Enter 1 in the Repeating Every field.

8. Select the New Target Group Members option.

Note: For each iteration of the campaign activity execution, ogroup will be targeted.

9. Click (B) Select.

Associating the Selling Product

10. Navigate to the Offering mid tab and click (B) Add Product.

11. From the Product LOV, select Lightning Laser Printer (MKT

12. Click (B) Save.

Specifying Target Group Selections


14. Select Generate Using Advanced Option.

15. Select the Audience as Organization Contacts.

16. In the Selections region, select Segment in the Add field and click (B) Go.

17. Select the Recall segment.

18. Click (B) Save.

19. Click (B) Generate Target Group.

Note: The Workflow Agent Listener concurrent request must be running for the list to generate.

20. Click (B) Refresh List Status to update the list generation status. When the target list is generated, the list status changes to Available and the following statistics are displayed for the target list:

• Total Records

• Suppressed

• Duplicates Removed

• Last Generated Date

21. Click (B) Preview Entries to view the details of the members of the target group.

Associating the E-Mail Cover Letter and the Survey Script

22. Navigate to the Collateral mid tab and click (B) Search.

23. Select 11510_Content Type in the Content Types drop-down list and click (B) Go.

24. Select Satisfaction Survey Email Cover Letter from the LOV and click (B) Select.

25. Verify whether the Sender is [email protected].

26. Verify whether the Reply-to is [email protected].

27. Enter the subject as “Thank You for Your Laser Printer Purchase!”

28. View the merge fields used in the salutation.

• To insert merge fields, select the merge field from the dropdown box and click (B) Add.

29. Click on the pencil icon to edit the body of the cover letter.

30. Select the text “Click here” and click the CTD icon in the toolbar.

31. In the Click-Through Details page, select the Go to Web Script action.

32. Search and select the survey deployment Vision Customer Satisfaction Survey.

• You are associating the survey script to the campaign activity here.

33. Click (B) Apply.

34. To preview the content of the cover letter, enter your mail id in the Send Test field and click (B) Send Test.

• You can also click (B) Preview in the collateral mid tab.

35. Click (B) Save.




37. Click (B) Submit For Approval.

Activating the Email Activity


Verifying Fulfillment

39. From the Navigator page, select the Marketing Administrator responsibility.

40. Navigate to (N) Marketing Online: Administration > Marketing > Fulfillment > History and review the fulfillment request for the test mail you have sent.

8.2 Creating a Web Placement

Creating a Placement for the iStore, iSupport, Partner Portal Application


1. Log into Oracle Marketing and navigate to the Web Placements page

• (N) Marketing Online: Administration > Marketing > Web Setup > Web Placements

2. Click (B) Create Placement.

3. In the Create Web Placement page, enter the following data:

Field Name Value

Name XX Printer Placement

Status Active

Selection Method Random

Auto Publish Checked

Application iStore, iSupport, Partner Portal

Site Vision Computers

Section Printers

Page Item Details

Location Middle1

Content Type Web Advertisement

Stylesheet Universal Web Advertisement Stylesheet

Default Content Select some suitable content

Default Stylesheet Universal Web Advertisement Stylesheet

4. Click (B) Save and/or (B) Apply.

Approved activities associated with the placement will run in it.

8.3 Creating a Web Advertisement Activity

Entering the Basic Details for a Web Ad


1. Log in to Oracle Marketing and navigate to the Campaign Dashboard

2. Click (H) Create Activity.


Field Name Value

Template Web Advertisement

Name XX LaserPrinter WebAd


Purpose Cross Sell

Launch On Current date

End On Select a date about three months from the Launch On date

Coordinator Retain the default value

Objective Enter some meaningful objective for the Web Ad

4. Click (B) Apply.

Associating the Product to the Activity

5. Navigate to the Offering mid tab and click (B) Add Product.

6. From the Product LOV, select CM76845 as the Lightning Laser Printer.

7. Click (B) Save.

Specifying the Target Group


9. Select Generate Using Advanced Option.

10. Select the Audience as Organization Contacts.

11. Retain the value List in the Add field and click (B) Go.

12. Select the B2B_Order__Contacts list.


14. Click (B) Save.

15. Click (B) Generate List.

16. Click (B) Update Entries to view and optionally update the details of the members of the target group.

Associating the Web Ad to a Placement

17. Navigate to the Web Planner mid tab.

18. Select iStore, iSupport, Partner Portal from the Add Placement dropdown box and click (B) Go.


Field Name Value

Title Enter a suitable title for the placement.

Placement XX Printer Placement

Content Item Select a suitable content item

20. Click (B) Save.

Specifying Click-Through Details

21. Click the Click Through Details icon.

22. Select Go to Shopping Cart as the Click Through Action and select the Laser Printer product.

23. Preview the Web Ad, if necessary, and click (B) Save.






Activating the Web Advertisement


Verifying Web Ad

28. Log in to iStore with the iStore Administrator or Marketing Manager responsibility and verify that the Web Ad is displayed in the specified region.

R12 Oracle Sales Fundamentals Activity Guide

2. Overview of the Sales Dashboard

Responsibility: Sales User

1. Login as ljones/welcome.

3. (N) (L) Sales Dashboard

4. View the various parts of the Sales Dashboard –

Sales Funnel – Place your mouse over the different parts of the funnel to view the opportunities in different stages of the sales cycle. This is based on the Sales Methodology set up by your administrator. This topic will be covered later in the course.

Tasks

Leads – Point out the Convert to Opportunity icon for a lead.

Opportunities – Click a column header to see the table sort based on the contents of the column.

Proposals

Quotes – Point out Personalize that allows the user to create a saved view.

Top Customers - Order the contents of the table based on Total Opportunity Amount.

Leads by Age

Cross Sell/Up Sell Sales Campaigns

Top Customers (Persons)

Shortcuts – Click some of the links in this bin

Latest Submitted Forecast

2.1 Personalize the Sales Dashboard page

Enable Personalization

Responsibility = System Administrator

1. Login as profileoptions/sysadmin.

2. (N) Responsibility: System Administrator

3. (N) (L) System Profiles

4. Set the following profiles to enable personalization. For class purposes, we will enable personalization only at the application level. In this case, you must set the profiles at the Sales application level.

Personalize Self-Service Defn – set this to Yes

Disable Self-Service Personal – set this to No

5. Logout.

Personalize the Sales Dashboard


7. (N) (L) Sales Dashboard > (L) Personalize Page (link in the header)

In the Personalize Page: Sales Dashboard page, you can see the Layout tab.

9. In the second row, click (I) Reorder Content (fourth icon from the left)

The Reorder Contents of Flexible Layout: Dashboard page displays.

10. Move Bins to the top of the order.

This will move the Sales Funnel to the bottom of the Sales Dashboard.


12. Click the Return to Application link at the bottom of the page.

The Sales Dashboard page displays. You will see that the Leads and other bins moved up and the Sales Funnel moved to the bottom along with Tasks and Appointments.

13. Click (L) Personalize Page once again.

14. Click (T) Content.

15. Click the Personalize Properties icon in the first row.

The Personalize Page Hierarchy page displays.

16. Click Complete View under Personalization Structure.

17. Click (I) Personalize Properties in the Flexible Content: Leads row.

18. Select False from the Rendered dropdown.


By doing so, the Leads bin is removed from the Sales Dashboard.

Next, we will try to change the name of a column in the Opportunities bin table.

20. Click (I) Personalize Properties in the Opportunities bin (above the Opportunities label).

21. Scroll down and click the Personalize Properties icon in the Customer row of the Table: Opportunities.

22. Change the Prompt text. For example, you could change it to Customer Organization.


24. Click (L) Return to Application to see your personalization changes in the Sales Dashboard page.

3. Define Resource Groups

Responsibility: CRM Administrator, Vision Enterprises

1. On the Personal Home Page, find the Resource Manager: Maintain Resources section and select Groups.

Resource Manager: Maintain Resources > Groups

2. Enter the following information for Group1: Name: XX-Sales Accounts Description: XX-Sales Accounts

3. In the Members tab, enter the following information: Category: Employee Number: This field populates automatically after selecting a resource name. Name: Use the list of values to select yourself Click (B) Member Roles to assign the following to the resource in this group:

Role Type: Sales Role: Sales Representative Role Type: Sales Role: Sales Manager

Click (B) OK to close the Member Roles window.

4. On the Roles tab, assign the following information to the group: Role Type: Sales Role: Sales Manager

5. On the Used In tab, select Sales and Telesales from the list of values for this group.

6. Save your work and record the group number.

7. Position your cursor in the Name field and select File > New to enter Group 2 information: Name: XX-Sales Account East Description: XX-Sales Account East

8. In the Members tab, enter the following information: Category: Employee Number: This field populates automatically after selecting a resource name. Name: Use the list of values to select your friend who you have created in an earlier practice Click (B) Member Roles to assign the following information to the resource in this group:

Role Type: Sales Role: Sales Representative

9. In the Roles tab, assign the following information to the Group 2: Role Type: Sales Role: Sales Representative

10. In the Used In Application Areas tab, select Sales and Telesales from the list of values in the Usage field.

11. Save your work and record this group number.

Specify Parent-child Group Relationship

12. In the Group 2, enter the following information in the Parent Groups tab: Group Number: Enter the number for Group 1 that you recorded earlier; the group name

populates automatically.

13. Save the group definition.

If you search for the group number for Group 1 and click the Child Groups tab, then the Group 2 number and group name will be visible in the tab.

3.1 Sales Team Security

Responsibility: System Administrator

1. Login as ebusiness/welcome.

2. (N) Responsibility: System Administrator.

3. (N) Profile: System Deselect Site. Select Responsibility: Sales User Select User: LJONES Select Profiles with no values Profile: ASN%O%Access%

4. (B) Search.

5. Select ASN: Opportunity Access Privilege. Change the User profile to Sales Team.

6. (I) Save

7. (M) File > (M) Exit Oracle Applications.


8. Login as phenry/welcome.

9. (N) Sales Dashboard

10. Scroll to My Open Opportunities (Owner).

11. Click (L) CDS, Inc. customer name in one of the opportunities.

12. Action: Create Opportunity > (B) Go

13. Opportunity Name: Sales Demonstration > (B) Apply

14. (T) Sales Team > (B) Add Person

15. Add Lisa Jones. Deselect Full Access. (B) Save.

16. Write down the opportunity number.

17. Logout as phenry.


19. (N) Sales Dashboard > (L) Opportunities > (B) Simple Search

Opportunity Number: The number of the opportunity you created

20. (B) Go

21. (L) Sales Demonstration

22. (T) Products. Note Lisa Jones cannot add a product.

23. (T) Sales Team. Note Lisa Jones cannot make changes.

4. TeleSales

Responsibility: TeleSales Agent

1. Login as phenry/welcome.

2. Navigate to the Universal Work Queue page.

On the Personal Home Page (N) TeleSales Agent: Universal Work Queue.

3. Enter a phone number between 7000 and 7499.

(You will get a media error because you are not set up for live telephony.)

4. In the Work Type list or the UWQ nodes, select My Opportunities (Sales Credit).

5. Select a Business World opportunity and double-click anywhere in a row to open the opportunity in the Opportunity Center.

6. Double-click the customer name to open eBusiness Center.

7. Show Scripting

(T) Overview

Source Code: CPROD CAMP02 Name: Core Product Campaigns

(B) View Script

Fill in information in the first form. (B) Continue.

If you go past the second form you may run into an error.

Fill in the second form and close scripting.

8. Show Interaction History

In the eBusiness Center, show the Interactions section. (B) All Interactions.

(T) Activities

Close Customer Interaction History window.

9. Wrap up the current interaction.

(I) Wrap-Up

Enter a Result.

(B) End Interaction

10. Close all windows.

11. Select End Session as the break reason.

5. Create a Lead

Responsibility = Sales User


2. (N) Responsibility > Sales User

3. Click (L) Sales Dashboard

4. Select Leads from the Shortcuts bin on the Sales Dashboard.

5. Click (B) Create Lead.

6. Enter the following details for the lead: Field Name Value

Lead Name XX Hardware Deal (replace XX with your terminal number in the class)

Customer XX-New Organization

7. Click (B) Apply.

The lead is created. By default, the Sales Channel is Direct.

8. Navigate to the Products tab and (B) Add Product.

9. Select Computer > Hardware > Laptop, Computer > Hardware > Monitors, Projectors

10. Click (B) Select.

The products are added to the lead.

11. Enter the quantity and amount for the products. Field Name Value

Quantity Enter a number either above or below 50

Amount Enter a number either above or below 50000

12. Click (B) Save.

The lead is created. Note the number generated for the lead, the lead ranking and channel.

13. Logout.

Verify the rules used to process the lead you created

Responsibility = TeleSales Administrator


15. (N) Responsibility > TeleSales Administrator

16. Navigate to the Leads Processing History Report page.

(N) Sales > Leads > Leads Processing History

17. Enter the following data. Field Name Value

Processing Stage All

Lead Number The number that you noted in Step 12.

Lead Creation Date From and To Today’s date

18. Click (B) Run Report.

The rules that were created by your instructor should display. Click the rule name to view the details of the leads that were processed by the rules.

6. Create an Opportunity From a Lead in TeleSales

Responsibility: TeleSales Agent


2. (N) Responsibility: TeleSales Agent

3. Navigate to the Leads Summary tab.

(N) TeleSales Agent > (H) eBusiness Center

4. Click (B) Find.

5. Select Organization from the Find dropdown list.

6. Enter an organization name (XX Right Organization) into the Organization field and click (B) Search.

7. Select the Organization record and click (B) Apply.

8. Click (T) Lead.

9. Select the XX Hardware Deal lead record.

10. Click (B) Create Opportunity.

11. Click (B) New Opportunity.

12. When prompted to view the opportunity, click Yes.

13. Update the opportunity by adding an additional product in the Purchase Interest tab.

14. In the Opportunity header, change the status of the opportunity to Forecast in the Status field.

15. Save your work.

6.1 Define the Sales Funnel

Responsibility: Sales Administrator


2. (N) Responsibility: Sales Administrator

3. (N) Opportunities > Sales Methodology

4. Click a selected Sales Methodology link.

The Sales Methodology Detail page is displayed.

5. Note down the Sequence and Sales Stages you want to include in the Sales Funnel. The Sequence number is important.

6. Logout.

Responsibility: System Administrator


8. (N) Responsibility: System Administrator.

9. (N) Profile > System

10. Set the value of the profile ASN: Dashboard Funnel Assigned Methodology to the name of the sales methodology that you chose in Step 4.

Responsibility: Application Developer

11. From the Home page, switch responsibilities to Application Developer.

12. (N) Application : Lookups > Application Object Library

13. To query for a lookup, press F11 on your keyboard and enter %Dashboard%Funnel% in the Meaning Field. To execute the query, press Ctrl+F11.

14. For the ASN_DASH_SLS_METH_FUNNL_STAGES lookup type, assign the sales stage values that you noted down.

Field Name Field Value

Code Enter the sequence number

Meaning Enter the text that should appear in the sales funnel on the Sales Dashboard

Description This is an optional field

Tag Enter a number between 1 and 4 to indicate the part of the sales funnel where the current sales stage should appear

15. Save your changes.


16. From the Home Page, switch responsibilities to Sales User.

17. (N) (L) Sales Dashboard

The Sales Funnel reflects the changes you just made by assigning it a different methodology.

7. Map Forecast Categories

Responsibility: Sales Administrator


2. (N) Responsibility : Sales Administrator.

3. (N) Forecast > Forecast Category

4. Create a new forecast category called Online Shopping and click (B) Update.

We will map product categories to this new forecast category.

5. Click Forecast Category Mapping.

6. From the Forecast Category Name dropdown, select Online Shopping.

7. Click (B) Search.

8. In the Product Category field, enter %Book%, and click (B) Go.

9. Select a product category, and click (B) Select.

10. Enter today’s date as the Start Date.

11. Click (B) Update.

The product category is now mapped to the forecast category that you created.

12. (N) Sales Dashboard > Forecasts

13. From the Category dropdown, select Online Shopping.

14. Click (B) Go.

The product categories that you mapped to the forecast category display here.

7.1 Forecasting as a Sales Manager

Responsibility: Sales Manager

1. Login as julrich/welcome.

2. (N) Responsibility: Sales Manager

3. (N) Sales Manager Dashboard > Forecast

4. As a sales manager, you can select Direct Reports Submitted from the Worksheet Default Values dropdown, and click (B) Go.

The values in the table change to reflect forecasts submitted by sales representatives reporting to you.

5. View the Direct Reports Forecast Summary and Detail worksheets to view details of the opportunities submitted as forecasts by your team members.

8. Create Geographic Territories

Responsibility: Territory Management

1. Login as ljones/welcome > (R) Territory Management > (N) Territories

2. Usage is Sales. Select USA Sales for the parent territory > (B) Create

3. Territory Type is Geography > (B) Continue

4. Enter territory details. Territory Name: Far West Rank: 11 Available to Self Service

5. Add Ms. Kerry Jones as a resource with full access.

6. Add the Sales Manager role. (Both a resource and the Sales Manager role are required for self-service.)

If you forget to select Self-Service, Role is not available in the Resource Type list. Using Cancel to start over does not fix this. You must return to Home and start over.

7. (B) Next > Add geographies City: San Diego City: Oakland Postal Codes: 94500 - 94599

8. (B) Next > Additional Matching Attributes Customer Category is equal to City or Local Gov’t

9. (B) Finish

9. Set Up Quoting Parameters

Responsibility: US Super HRMS Manager


2. (N) Responsibility: US Super HRMS Manager

3. Navigate to the Find Organization dialog box.

(N) HRMS Manager : Work Structures : Organization > Description

4. Specify the operating unit for which you want to set the parameters in the Name field.

5. For Organization Classification Name, select Operating Unit.

6. Click (B) Find.

7. From the Organization Classifications section, select Operating Unit.

Verify that the Enabled checkbox is selected.

8. Click (B) Others.

9. From the Additional Organization Information dialog box, select Quoting Parameters.

10. Click inside the Quoting Parameters field to display the Quoting Parameters dialog box with the following fields:

Operating Unit- Select the same Operating Unit that you selected in Step 3 above.

Default Order Type

Default Salesrep

Default Sales Group

Default Sales Role

Default Contract Template

11. Specify a value for each of the parameters using the respective LOVs.

The LOVs for the Default Order Type, Default Salesrep, and Default Contract Template are filtered by the selected operating unit.

The LOVs for the Default Sales Group and Default Sales Role are based on the Default Salesrep parameter.

12. Click (B) OK to save your changes.

13. You must perform the above steps to set the Quoting parameters for each operating unit in your organization.

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R12 CRM Practice Guide

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