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Oracle CRM On Demand Administration Essentials

Book Description

A one-stop implementation reference guide to Oracle CRM On Demand, the world's best-selling brand of CRM technology.

  • Full of illustrations, diagrams, and tips with clear step-by-step instructions and real-time examples
  • Master Application Customization by learning custom page layouts, homepage layouts, search result layouts, and dynamic layouts
  • Understand User Management and Access Control
  • Interact effectively with Oracle Corporation in the maintenance of your CRMOD

In Detail

The CRMOD software is built to world-class industry reference models of customer relationship management, and the service provides all the software and features you would need for a world-class customer relationship management practice. This knowledge is essential to keep the costs of investment low and return on the investment high.

"Oracle CRM On Demand 2012 Administration Essentials" describes the design and discipline of the software and service of CRMOD. It gives you the knowledge to embed the system to a high quality and sustainable effect in your business.

This book delves into the details of the CRMOD system to equip the implementation team with the knowledge of the model of customer relationship management to adapt, adopt and advance to suit your business, keep your customers delighted and your competitors gasping. CRMOD is a platform system providing online transactions, reports and analytics and integrations with other systems. Understanding the capabilities of each of these, and bringing them together suitably, helps you build a world-class practice of CRM.

The book will start from a definition of the practice of customer relationship management to using the Oracle CRM On Demand technology to support the practice. You will learn what you get out of the box, which can be quite a lot once you begin to explore it in depth. You will then learn to configure and customize the system for both your extended tactical needs and intensive strategic business needs.

Table of Contents

  1. Oracle CRM On Demand Administration Essentials
    1. Table of Contents
    2. Oracle CRM On Demand Administration Essentials
    3. Credits
    4. About the Authors
    5. About the Reviewers
    6. www.PacktPub.com
      1. Support files, eBooks, discount offers and more
        1. Why Subscribe?
        2. Free Access for Packt account holders
        3. Instant Updates on New Packt Books
    7. Preface
      1. What this book covers
      2. What you need for this book
      3. Who this book is for
      4. Conventions
      5. Reader feedback
      6. Customer support
      7. Downloading the color images of this book
        1. Errata
        2. Piracy
        3. Questions
    8. 1. Overview of CRM On Demand
      1. What is CRMOD?
        1. The CRMOD service
          1. Service infrastructure
          2. The software
            1. Industry editions
        2. CRMOD administration
          1. CRMOD out of the box
          2. Custom administration
      2. Summary
    9. 2. Steps 1-2-3: Go Live Out of the Box
      1. Step 1 – Knowing the prebuilt marketing, sales, and service organizations
        1. CRM data
          1. Function – Marketing
            1. Campaign
            2. Recipient
            3. Lead
          2. Function – Sales
            1. Account
            2. Contact
            3. Opportunities
            4. Sales process
            5. Revenues
            6. Assets
            7. Sales forecasts
          3. Function – Service
            1. Service requests
            2. Solutions
            3. Activity
          4. CRM staff
      2. Step 2 – Setting your company profile
        1. The Company Administration data
          1. The Company Profile
          2. Company SignIn and Password Control
          3. Activating languages
          4. IP Address Restrictions
          5. The Sign In Audit and Audit Trail sections
          6. Currency definition
        2. Creating the login IDs for users
        3. Creating the product catalog
        4. Enabling sales forecasts
      3. Step 3 – Pass the word around
        1. Creating company-wide alerts and messaging
          1. Issuing the user IDs
          2. Ongoing support to users
      4. Summary
    10. 3. CRM On Demand Customization
      1. The application architecture
      2. Customizability
        1. The data model
          1. Data management
        2. The process model
          1. Object model
            1. Fields
            2. External objects
          2. Business rules
          3. Security model
        3. The interface model
          1. Online interface
          2. Web services interface
          3. Special interfaces
      3. Summary
    11. 4. Application Customization
      1. Data model-level customization
        1. Adding, modifying, and deleting fields
        2. Cascading fields
      2. Layout management
        1. Page layout
        2. Dynamic layouts
        3. Search layouts
        4. Homepage and Action Bar layout
        5. List management
      3. Miscellaneous application customization
      4. Summary
    12. 5. User Access Controls
      1. The user ID
        1. Manager hierarchy
        2. User group
      2. The accesses to data
        1. Team access
        2. Book access
      3. The user role
        1. Role name
        2. Accesses to objects (record types)
        3. The owner access profile and the default access profile
        4. Accesses to objects' Homepages or tabs
        5. The Homepage layouts
        6. The Search page layouts
        7. The Detail page layouts
          1. The default sales process for opportunity records
          2. The Lead Conversion layout
          3. The Action Bar layout
          4. The default Theme for UI
        8. Privileges
          1. Accesses to customize the UI
          2. Accesses to data channels
          3. Accesses to user channels
      4. Summary
    13. 6. Business Process Automation and Management
      1. Workflow configuration
        1. Hold on!
        2. About workflows
        3. Adding and modifying the workflows
        4. Record types
        5. Trigger events
        6. Workflow rule condition
        7. Actions
          1. Ordering of actions
          2. Assign a Book
          3. Create Integration Event
          4. Create Task
          5. Send Email
          6. Update Field After Wait
          7. Update Values
          8. Wait
        8. Actions available by events
        9. Ordering the workflows
        10. Deleting workflows
        11. Active and inactive workflows
        12. Workflow Monitor
        13. Pending Instances
        14. Error Instances
          1. Deleting instances from the Workflow Monitor
        15. Assignment rules
        16. About Assignment rules
        17. Hold on!
        18. Applicable objects
        19. Defining a rule group
      2. Lead Conversion Administration
        1. Hold on!
        2. Converting a lead
        3. Lead Conversion Mapping
        4. Hold on!
          1. Mapping fields for converting leads
            1. Lead Conversion Layout
        5. Creating a lead conversion layout
      3. Sales methodology
        1. Sales process
        2. Sales stage
        3. Setting up a sales stage
          1. Mandatory fields
          2. Process coach
          3. Automated tasks
          4. Useful resources
        4. Sales category
        5. Setting up a sales stage category
      4. Administering forecasts
        1. What type: Determining the types of forecasts
        2. How to choose the right type of forecasting methodology
        3. When: Determining the forecast duration
        4. For whom: Designating forecasting roles
        5. How often: Frequency of forecasting
          1. Setting up Forecast Definition
        6. Updating and maintaining forecasts
      5. Summary
    14. 7. Content Management
      1. Content
        1. The product catalog
          1. Product category
          2. Product
        2. Assessment scripts
        3. Reports/analytics folders
        4. Attachment files
      2. Summary
    15. 8. Web Services Integration
      1. CRM On Demand integration abilities
        1. Transferring data between systems
        2. Surfacing data from other systems
        3. Configuring Web links and custom applets
          1. Configuring a Web link
          2. Configuring a web applet
        4. Configuring integration events
      2. Enabling CRM On Demand web services
      3. Listing the available CRM On Demand web services
      4. Managing sessions in CRM On Demand web services
      5. CRMOD web service best practices
      6. CRMOD web service allotment and limiters
      7. Monitoring web service allotment usage
        1. Administrating service allotment
        2. Setting alerts for service allotments
        3. Service Allotment Usage History
        4. Monitoring file and record utilization
        5. Web Services Utilization
      8. Summary
    16. 9. Reports and Analytics
      1. The Answers On Demand service
        1. Prebuilt reports
          1. Interactivity
          2. Prebuilt dashboards
      2. Writing a report
        1. Report Folders
        2. Manage Analyses
        3. Open Existing Analyses
        4. Subject Areas
          1. Building the report
          2. Define Criteria
          3. Create Layout
          4. Define Prompts
      3. Summary
    17. 10. Leveraging CRM On Demand Data and Integration Tools
      1. Accessing CRM On Demand data and integration tools
      2. Importing your contacts
        1. Step 1 – choosing your data file
        2. Step 2 – file validation
        3. Step 3 – mapping your fields
      3. Oracle Offline On Demand
        1. Downloading data into Offline On Demand
        2. Adding/updating data in Offline CRM On Demand
        3. Uploading Offline On Demand data to CRM On Demand
      4. Oracle PIM Sync On Demand
      5. Oracle Outlook E-mail Integration On Demand
      6. Oracle data loader
      7. Oracle Migration Tool On Demand
      8. CRM On Demand Connected Mobile Sales
      9. Accessing CRMOD content outside the application using On Demand Widgets
      10. Summary
    18. 11. Help, Support Ecosystem, and Features in New Releases
      1. Training and Support
      2. Help—CRM On Demand usage manual
        1. Support portal
        2. Before creating the service request
        3. Creating a service request
        4. Support forums
        5. Release notes
        6. Product enhancements
        7. Release upgrade activities
      3. New features in recent releases of CRM On Demand
      4. Summary
    19. 12. Oracle Partner Offerings
      1. Oracle's partner ecosystem
      2. Oracle CRM On Demand implementation partners
      3. Oracle CRM On Demand extensions
      4. How to make a purchase decision for a CRM On Demand extension
        1. Is the product certified?
        2. Can I try it?
        3. What level of support is available?
          1. What about new feature requirements?
        4. Is the source code available?
        5. Is the solution built using an open or proprietary technology?
      5. Most popular extensions
        1. E-mail channel for CRM
        2. Telephone channel for CRM
        3. Mobile CRM
        4. Quote and order management
        5. Self-service portal
        6. Social collaboration tools
      6. Summary
    20. Index