oracle crm on demand administration essentials

www.it-ebooks.info Oracle CRM On Demand Administration Essentials A one-stop implementation reference guide to Oracle CRM On Demand, the world's best-selling brand of CRM technology Padmanabha Rao Venkatesan Sundaram PUBLISHING professional expertise distilled BIRMINGHAM - MUMBAI www.it-ebooks.info Oracle CRM On Demand Administration Essentials Copyright © 2012 Packt Publishing All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews. Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book. Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information. First published: December 2012 Production Reference: 1121212 Published by Packt Publishing Ltd. Livery Place 35 Livery Street Birmingham B3 2PB, UK. ISBN 978-1-84968-500-9 www.packtpub.com Cover Image by Neha Rajappan (neha.rajappan1@gmail.com) www.it-ebooks.info Credits Authors Padmanabha Rao Venkatesan Sundaram Reviewers Hendrick Edwin Tuhina Goel Kelly Schultz William Yu Acquisition Editor Rukshana Khambatta Lead Technical Editor Kedar Bhat Technical Editors Vrinda Amberkar Dominic Pereira Copy Editor Alda Paiva Project Coordinator Leena Purkait Proofreader Aaron Nash Indexer Rekha Nair Graphics Aditi Gajjar Production Coordinator Arvindkumar Gupta Cover Work Arvindkumar Gupta www.it-ebooks.info About the Authors Kadirenahalli Venkata Padmanabha Rao has been in the industry for 14 years. He started with India's National Resource Data Management System project in 1998, working on a decision support system for the Zilla Panchayat of the Raichur district in the state of Karnataka. He was a research assistant for the World Bank's Environmental Management Capacity Building project in India. Paddy was an educator and an information technologist in the non-prot sector before joining CRMIT in 2007. In CRMIT, he brings his familiarity with research, development policy, and education to the technology table. He is a graduate of the National Institute of Technology at Hamirpur and lays equal store by atoms and bits with his training in engineering and economics. His academic interests include massive multiplayer mobile games and transportation problems. He is excited by the possibilities today to deliver a mind blowing experience on a large scale to customers. This book was developed over an unfairly long period and across three time zones. It is bound to have some noise despite our—the authors—efforts to remove them all. We welcome your feedback, bouquets, and brickbats. You can write to us at crmondemandbook@gmail.com. I would like to thank my customers for the opportunities to build and learn. We thank Oracle Corporation, whose excellent products prompted this book. Our publishers at Packt were friends on this journey and we are grateful for their generosity. Our reviewers came with humor and passion for their work, and we are thankful for their contributions. I would like to thank my co-author, Venky, for being the patience extraordinaire with my pace on this book. My schools and family provide the foundation upon which rests my work. www.it-ebooks.info Venkatesan Sundaram is a co-founder of CRMIT and is positioned as the Senior Director of Project Delivery/Consulting. Before CRMIT, he had worked in various consulting positions for Baan Info Systems, BroadVision, and Cognizant Technology Solutions. He specializes in implementation of CRM solutions across multiple verticals and also architected many e-commerce solutions. One of the implementations ( www.irctc.co.in) is the fastest-growing e-commerce site in India and the rst mobile commerce application. At the time of its delivery, the project won PC Quest's "Maximum Social Impact for Indian people in 2004" and the "Best IT Implementation in India for 2005" awards. He holds a Post Graduation degree in Software Enterprise Management from the Indian Institute of Management, Bangalore, Bachelor's degree in Electrical Engineering, is certied in Production and Inventory Management (CPIM) by the American Production and Inventory Control Society, and is a certied Project Management Professional (PMP) by the Project Management Institute (PMI). I would like to thank MD and CEO of CRMIT, Mr. Vinod Reddy, co-workers Naga Chokkanathan, Tuhina Goel, and many of my colleagues in CRMIT, who contributed knowingly or unknowingly to the valuable contents in this book. The reviewers provided valuable guidance and corrections and any errors still remaining are entirely mine. Finally, the team at Packt constantly nagged and cajoled to keep some sort of schedule, and without them this book would still be on the drawing board. www.it-ebooks.info About the Reviewers Hendrick Edwin currently holds the position of Senior Consultant CRM at Capgemini in The Netherlands. In his current position, he focuses on designing and delivering package-based Oracle and Salesforce CRM applications that have clear business benets. He has ample experience with Oracle products such as Oracle's Siebel, Oracle BI, and Oracle CRM On Demand. Among his areas of expertise are Enterprise Marketing and Business Intelligence. Recently, he was responsible for implementing CRM applications in an international setting. At the moment, he plays a leading role in developing the Oracle Fusion CRM capabilities at Capgemini. He holds a BSc in Marketing and a MSc in Business Administration from Rotterdam School of Management, Erasmus University. Tuhina Goel is a CRM consultant with more than 5 years of business consulting experience in enterprise as well as the cloud version of Oracle CRM. She is currently working with Amadeus Software Labs, India. Having worked with clients in diverse industries such as manufacturing, retail, banking, airline, and healthcare, she has developed a deep insight into the CRM domain. She is a person who takes on creative challenges and has a profound attention to detail. A self-confessed traveler and cook, she loves to explore new places and try out new recipes in her free time. Currently, she lives in Bangalore and can be contacted at her LinkedIn page. www.it-ebooks.info Kelly Schultz is a geek against her will. She was coerced into a career in IT when she volunteered to liaise on some "little" marketing projects. After 12 years, having sampled all facets of the software development lifecycle as a PM and Business Analyst (including working for Oracle Consulting), she's still saying working with CRMOD is the best gig she ever had! William Yu is an experienced SaaS CRM solution consultant. He is a solution consultant for Oracle's next generation CRM platform—Fusion CRM and Oracle Social Relationship Management offerings. In the past, he has worked as a CRM sales consultant for a vendor, as a lead consultant for an implementation partner, and as a CRM go-to person for an enterprise client. This gives him a complete view of a CRM project/solution. He sold, designed, and implemented some of the most successful Oracle CRM On Demand projects in Victoria, Australia. He knows the CRMOD design, conguration, reporting, integration, and scripting inside out. His experience was also adopted and published in the book Oracle CRM On Demand Deployment Guide. I'd like to thank my wife, Ying Yan who supported me during the reviewing of this book as she takes good care of my two kids, Ella and Emily. www.it-ebooks.info www.PacktPub.com Support les, eBooks, discount offers and more You might want to visit www.PacktPub.com for support les and downloads related to your book. Did you know that Packt offers eBook versions of every book published, with PDF and ePub les available? You can upgrade to the eBook version at www.PacktPub.com and as a print book customer, you are entitled to a discount on the eBook copy. Get in touch with us at service@packtpub.com for more details. At www.PacktPub.com, you can also read a collection of free technical articles, sign up for a range of free newsletters and receive exclusive discounts and offers on Packt books and eBooks. http://PacktLib.PacktPub.com Do you need instant solutions to your IT questions? PacktLib is Packt's online digital book library. 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Find out when new books are published by following @PacktEnterprise on Twitter, or the Packt Enterprise Facebook page. www.it-ebooks.info 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 1-2-3: Go Live Out of the Box 17 Step 1 – Knowing the prebuilt marketing, sales, and service organizations 19 CRM data 19 Function – Marketing 19 Function – Sales 21 Function – Service 24 CRM staff 26 Step 2 – Setting your company prole 29 The Company Administration data 30 The Company Prole 30 Company SignIn and Password Control 40 Activating languages 41 IP Address Restrictions 41 The Sign In Audit and Audit Trail sections 42 Currency denition 43 Creating the login IDs for users 44 Creating the product catalog 47 Enabling sales forecasts 48 www.it-ebooks.info [...]... contacts Step 1 – choosing your data file Step 2 – file validation Step 3 – mapping your fields [v] www.it-ebooks.info 225 226 226 227 228 229 Table of Contents 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 E-mail Integration... releases of CRM On Demand 258 Summary 261 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? Is the source code available? Is the solution built using an open or proprietary technology? Most popular extensions E-mail... 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 Chapter 12: Oracle Partner Offerings 263 What about new feature requirements? 271 Training and Support 247 Help CRM On Demand. .. and web applications on the Internet at the time The year 2006 saw the acquisition of Siebel Systems by Oracle Corporation, renaming the service as Oracle CRM On Demand, and migration of the hosting to Oracle' s data centre in Austin, Texas A product versioning scheme conveyed the long term commitment for maintaining the CRMOD service Just as with Siebel On Demand Release 13, you would continue to have... www.it-ebooks.info Table of Contents 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 177 178 180 181 182 182 184 Configuring integration events 186 Enabling CRM On Demand web services 189 Listing the available CRM On Demand web services... Automation and Management, explains the construction of automatic validations and processes in your CRM On Demand Workflows, assignment rules, conversion processes, and sales processes might need to be customized for your organization and this chapter explains their administration The previous three chapters provide the context for the information in this chapter Chapter 7, Content Management, defines content... ability to bring you valuable content Questions You can contact us at questions@packtpub.com if you are having a problem with any aspect of the book, and we will do our best to address it [6] www.it-ebooks.info Overview of CRM On Demand If you think https://sso.crmondemand.com/router/logon.jsp is a practical and elegant URL, then we couldn't agree more Oracle CRM On Demand (CRMOD) is designed better than... Fusion is tall and sits on the shoulders of giants, one of them being CRM On Demand Eventually, Fusion will consume these giants, but you will have gotten the lay of the land working with CRM On Demand It is high time we got started What this book covers Chapter 1, Overview of CRM On Demand, states the scope of this book and that of the Oracle CRM On Demand product Starting with a brief history of the... hope it does How long can I expect to be the expert? Theoretically that would be till the cash cows come home but let's get real—you stop being one when you begin to think you are one We debated long and hard whether this book should be the last word on Oracle CRM On Demand or a first word on Oracle Fusion CRM, the other product that is doing the rounds these days Fusion is tall and sits on the shoulders... costs In the case of CRMOD@Customer, Oracle Corporation gives you the list of hardware and middleware to buy and provision in your data centre, and installs the CRMOD application on it @Customer, Oracle maintains the application regularly on slightly negotiated schedules albeit as any other pod @Oracle The multi-tenant pod is one where multiple instances of a CRMOD application operate on the same physical . PIM Sync On Demand 234 Oracle Outlook E-mail Integration On Demand 237 Oracle data loader 239 Oracle Migration Tool On Demand 240 CRM On Demand Connected Mobile Sales 241 Accessing CRMOD content. Contents [ vi ] Oracle Ofine On Demand 230 Downloading data into Ofine On Demand 232 Adding/updating data in Ofine CRM On Demand 233 Uploading Ofine On Demand data to CRM On Demand 234 Oracle. of CRM On Demand 258 Summary 261 Chapter 12: Oracle Partner Offerings 263 Oracle& apos;s partner ecosystem 263 Oracle CRM On Demand implementation partners 264 Oracle CRM On Demand extensions