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Oracle CRM On Demand Deployment Guide

Book Description

Master Oracle CRM On Demand

Foster long-term customer relationships and accelerate productivity using the proven strategies and best practices in this Oracle Press guide. Oracle CRM On Demand Deployment Guide shows how to set up, customize, and manage a dynamic software-as-a-service solution across your enterprise. Develop implementation plans, maximize user adoption, build applets and portals, integrate Web 2.0 features, and use analytics dashboards. The latest design, tuning, and data security techniques are also covered in this practical resource.

• Establish business objectives, project requirements, and key success metrics

• Staff an implementation team and develop effective rollout plans

• Configure, deploy, and administer Oracle CRM On Demand

• Manage users and restrict access using roles and privileges

• Customize sales, marketing, and service processes with the object model

• Embed external content and URLs using the web services API

• Distribute real-time BI using dashboards and advanced reporting tools

• Incorporate web tabs, mashups, Google services, and RSS feeds

• Use workflow to automate business process management

Table of Contents

  1. Cover Page
  2. Oracle CRM On Demand Deployment Guide
  3. Copyright Page
  4. About the Authors
  5. Contents
  6. Dedication
  7. Acknowledgments
  8. Introduction
  9. 1 What You Should Know About Software-as-a-Service
    1. What Companies Like Most About SaaS
    2. What Companies Wish They Had Known About SaaS
    3. The True Benefit of SaaS: Freedom to Focus on the Business
    4. Shared Responsibilities and Obligations
      1. Application Hosting
      2. Design and Configuration
      3. Software Upgrades
      4. Ongoing Support and Maintenance
    5. Summary
  10. 2 Overview of Oracle CRM On Demand
    1. The CRM On Demand Application
    2. The CRM On Demand Architecture and Service Model
    3. Configuration Options
    4. CRM On Demand Extensions
    5. Summary
  11. 3 Getting the Most from Your Oracle CRM On Demand Service
    1. Self-Service Through a Single Point-of-Access
    2. Navigating to Support Resources
    3. CRM On Demand Training
      1. Recommended Training Courses
    4. Using the Knowledge Base
      1. Implementation Templates and Tools
      2. Web Services Resource Library
      3. Online Help
    5. Customer Support
      1. Mission and Model
    6. Forums: Leveraging the Experts
    7. Oracle Notifications and Communication
      1. Planned and Unplanned Events
      2. E-mail Communication
      3. Registration to Receive E-mail Notification
    8. Testing: What Are the Options?
      1. Typical Testing Objectives
      2. Choosing the Best Environments for Testing
    9. Summary
  12. 4 Planning Your Oracle CRM On Demand Implementation
    1. Setting the Course for Program Success
      1. Engage Business Leaders
      2. How to Establish a Business Context for Your CRM On Demand Program
      3. Sample Business Objectives
      4. Using Business Objectives to Guide Project Management
    2. Success Factors in CRM On Demand Implementation Planning
      1. Plan for Ongoing Improvement
      2. Improve Processes
      3. Allocate Time for Design
      4. Choose an Effective “Rollout” Strategy
    3. Roles, Responsibilities, and Resource Requirements
      1. Business Roles
      2. Technical Roles
    4. End-User and Management Adoption
      1. Assessing the Scope of Your Adoption Program
      2. Human Factors Behind Adoption
      3. Developing a User Adoption Plan
      4. Influencing User Adoption
    5. Summary
  13. 5 Designing Oracle CRM On Demand
    1. Designing the Object Model
      1. Baseline Objects
      2. Modifying the Object Model
      3. Best Practices for Object Model Design
      4. Customizing Business Processes via the Object Model and Workflow
    2. Designing the Business Process
      1. Campaign Management Process
      2. Sales Process
      3. Service Request Management Process
      4. Business Process Design Basics
    3. Designing Data Access and Security
      1. Functional Aspects of Roles
      2. Analytics Access
      3. Best Practices for Designing Access and Security
    4. Designing for Analytics
      1. Reports vs. Analytics
      2. Understand Baseline Analytics and Assumptions
      3. Considerations When Designing for Analytics
    5. Summary
  14. 6 Sample Oracle CRM On Demand Designs
    1. Horizontal Solutions: Business to Business (B2B) Equipment and Service Sales
      1. B2B Sales Process Flow
      2. CRM On Demand Design for B2B Sales
    2. Horizontal Solutions: Consumer Support Services
      1. Support Services Process Flow
      2. CRM On Demand Design for Support Services
    3. Vertical Solutions: Retail Banking Sales and Service
      1. CRM On Demand Design for Retail Banking Sales and Service
    4. Vertical Solutions: Pharmaceutical Sales Call Tracking
      1. Pharmaceutical Sales Call Tracking Process Flow
      2. CRM On Demand Design for Pharmaceutical Sales Call Tracking
    5. Specialty Solutions: Delivering Relief to Families in an Emergency
      1. Emergency Relief Issue Tracking Process Flow
      2. CRM On Demand Design for Emergency Relief
    6. Specialty Solutions: Account Planning
      1. CRM On Demand Design for Account Planning
    7. Summary
  15. 7 Best Practices for Configuring CRM On Demand
    1. Field Configuration
      1. Cascading Picklists
      2. General Field Configuration Considerations
      3. Field Management
    2. Page Layouts
      1. Web Applets
      2. Dynamic Layouts
    3. Custom Objects
      1. Advanced Custom Objects
      2. Considerations for Custom Objects
    4. Data Access and Security
      1. Access Controls
    5. Workflow Management
      1. Considerations for Workflow Management
    6. Summary
  16. 8 Integration in Oracle CRM On Demand
    1. User Interface Integration
      1. Web Tabs
      2. Web Linking
      3. RSS Feeds
      4. Web Application Integration
      5. HTML Extensions
      6. External Portal Integration
      7. Considerations for User Interface Integration
    2. Data Integration
      1. Web-based Data Import
      2. Oracle Data Loader
      3. Data Export
      4. Considerations for Data Integration
    3. Web Services
      1. Web Services Architecture
      2. Common Uses for Web Services
      3. Web Services Best Practices
    4. Summary
  17. 9 Ongoing Maintenance and Administration
    1. Monitoring User Adoption
      1. Monitoring User Adoption by Monitoring Data Quality
    2. Identifying and Addressing Performance-related Issues
      1. CRM On Demand Performance Characteristics
      2. Troubleshooting CRM On Demand Performance Issues
    3. Preparing for Patches and Upgrades
      1. Production Pod Maintenance
      2. Stage Pod Maintenance
      3. Upgrades
    4. Deploying New Features and Customizations
      1. Deploying Standard Features
      2. Deploying Advanced Customizations
      3. Deploying Custom Reports
    5. Summary
  18. A Advanced Configuration with CRM On Demand
    1. Creating Relationships
      1. Creating One-to-Many Relationships
      2. Creating Many-to-Many Relationships
      3. Creating One-to-One Relationships
      4. Creating Many-to-Many Relationships Using Advanced Custom Objects
    2. Embedded Analytics
    3. Advanced Field Management
      1. Default Values on a Service Request
      2. Derived Default Value
      3. Opportunity Field Validation
      4. Lead Field Validation
    4. Workflow Rules
      1. Opportunity Field Update
      2. Service Request E-mail Notification
      3. Cross-Object Workflow
      4. Integration Event
  19. Index