Oracle Apps CRM

Generally field service is used when customer support is

used apart from this u can use with other modules.....i will

explain taking customer support to field

service......example take a white goods company sold a

product to end user he got some problem with that he calls

the customer support and discloses his problem the agent

chks the problem by asking some questions pre defined and

its really needs fs then he escalates the problem to fs guy...

Oracle inventory is tightly integrated with Oracle iStore.

ALl the products(items in inventory terms) are first

defined in inventory. Items not part of inventory are not

visible in iSTore. The attributes should be set

appropriately as per the requirement. The category sets

should be defined as per the iSTore requirement.

Using Oracle workflow notification we can send the notification to the sales users(Sales Representatives).

To create a Service Contract below are the various setup

has to defined

1. Create a Contract( Service agreement or Extended or

subscription) depends on the business requirement

2. Enter the service line item defined in inventory as

service coverage

3. Enter Line> Effectivity> item for which the service

contract is required

4. Enter the pricelist,Sales credit etc

5. Check for QA

6. Submit for approval

7 Check the status of the contract is "Active"

If the Value set is of table type then we can attach as

many tables required by joining them to form the inline

view.

Territory manager is stand alone moudle.

Go through Territory manager PDF

Learn basics of Oracle CRM like TCA architecture,Resource Management etc because the future product from Oracle i.e. Fusion Apps(Customer Data Model)is based on Oracle CRM(EBS - R12) and rest of functionality is based on Siebel

A contract lifecycle includes

Creation

Approval

Entitlement / Fulfillment

Pricing

Billing

Managing Contracts