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Oracle CRM On Demand 2012 Administration Essentials

Oracle CRM On Demand 2012 Administration Essentials

Web applet: Retrieve data corresponding to a record (for example, orders that are created due to a successfully Closed/Won opportunity) as part of a web applet by calling the other system in real-time and surfacing the web applet without really persisting the data in CRM On Demand. Refer to the Configuring Web links and custom applets section for configuring a web applet in CRM On Demand.

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 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.

What you will learn from this book
Structured approach towards understanding CRMOD functions and features.
Perform CRMOD configuration activities.
Implement CRMOD with minimal customization.
Extend CRM On Demand using webservices.
Integrate CRM On Demand to external systems.
Build real time reports and interactive dashboards.
Manage your CRM On Demand data.
Replicate your CRM On Demand instance.
CRMOD help and Support systems.
Extended solutions from CRMOD partners.

This book is packed with real world examples that cover the design and discipline of the software and service of CRMOD.

Who this book is written for
If you are a CRMOD Administrator, Business Analyst or a CRM implementation specialist looking forward to implement CRM On Demand or enhance and maintain an existing CRM On Demand deployment, then this is the guide for you.

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

Oracle CRM On Demand 2012 Administration Essentials

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