Responsibility CRM Administrator
1. Once you open the Note Type Setup page, the Application Object Library:
Note Type Lookups window appears.
2. Define the code, meaning, and description as desired. It is only necessary to define a tag for a new, customized note type.
3. Save the record when you are finished.
5. To map the note to a source object open the Source page.
6. Click Note Type Mapping.
7. In the Source Object list of values, choose the appropriate source (Contract, Defects, Enhancements, Escalations, or Tasks).
8. Choose a Note Type for the Source.
9. In the Application list of values, choose the application.
10. In the End Date list of values, specify an End date, if desired.
11. Save and close the form.
For more information, see the Implementing Notes section of the Oracle CRM Foundation Implementation Guide.
6.5.4 Set Up Territories
Required
A territory is an organizational domain with boundaries defined by attributes of customers, products, services, and resources. Territories can be created on multiple criteria including postal code, area code, country, vertical market, size of company, and product expertise. It can be created based on geographic locations, for example, East Coast and West Coast territories. It can also be based on customer name if targeting specific customers or products, for example, Business World territory, or the combination of both geographical location and customers, such as a West Coast Business World territory.
For Oracle Lease Management, you need to set up territories for your collections organization’s activities. Define your territories, territory qualifiers, and resources.
Set up Territory Manager is described in Implementing Territory Management as part of the Oracle CRM Foundation Implementation Guide. Create Territories as described in Oracle CRM Foundation User Guide guide.
Prerequisites
Set up and enable Resource Manager.
Note: When you map a note type to a source object, you limit the visible note types for that source to the defined subset of note types.
Responsibility
CRM AdministratorModule
Oracle Foundation
Navigation
Functions > Territory Manager > Territory Administration > Administration
6.5.5 Set Up Resources
Required
The Resource Manager provides lists of resources—as individuals, groups, and teams—for applications to access and manage their resources. Resources are defined as the employees, supplier contacts, parties and partners that are used by the different CRM components to accomplish business objectives.
You can use Resource Manager to import and view resources, define resources, define roles and role types, create teams and groups, and organize resources within those teams and groups. Defining and organizing your resource information makes your resources available to the connected application modules for work action.
For more information, see the Implementing Resource Manager of the Oracle CRM Foundation Implementation Guide.
Prerequisites
Enable Resource Manager.
Note: After defining territories using Territory Management, you must run the Generate Territory Package concurrent program to compile the territories. If you do not generate the Territory Package, none of your changes go into effect.
Note: Employees are resources which are set up in Oracle Human Resources and can be imported to the Foundation Module. To set up employees, refer to Chapter 1 of the Managing People Using Oracle HRMS Release 11i user guide.
Responsibility
CRM AdministratorModule
Oracle Foundation
Navigation
Functions > Resource Manager > Maintain Resources
6.5.6 Define Sales Representatives
Optional
During the authoring process in Oracle Lease Management, you need to associate one or more sales representatives to each contract. A sales representative is a specific role, which you can assign to specific employees within your organization.
For more information, see the Defining a Salesperson section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Prerequisites
Configure Resource Manager.
Set up employees in Oracle HRMS. For more information, see Section 4.1.2, "Define Employees".
Responsibility
CRM AdministratorModule
Oracle Foundation
Navigation
Resource Manager > Maintain Resources > Resources
6.5.7 Define Remarketers
Required
During the remarketing process in Oracle Lease Management, you need to associate a remarketing team with an item category. You perform this in the Setup > Asset
Management > Assignments section of Oracle Lease Management. Based on the item category, the remarketing team is associated to the asset, shown on the Asset Return page.
You must define remarketing teams in Oracle CRM Foundation prior to associating them to items in asset management.
You must assign the remarketing teams the Role Code = REMARKETER and the Role Type = Contracts. At this point, you can add individual employees to the team.
Optionally, you can set up Groups, which contain employees that may perform like tasks, and associate that group with a remarketing team. To associate a group with a team, however, you must set up the group first.
For more information, see the Defining Resource Groups and Defining Resource Teams section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Prerequisites
Configure Resource Manager.
Set up employees in Oracle HRMS. For more information, see Section 4.1.2, "Define Employees".
Responsibility
CRM AdministratorModule
Oracle Foundation
Navigation
Resource Manager > Maintain Resources > Teams
(Optionally) Resource Manager > Maintain Resources > Groups
6.5.8 Define Assignment Group
Required
An Assignment Group is the portfolio management team associated to the contract’s terms and conditions under the Contract Portfolio section in authoring.
This team’s responsibility is to field and act upon contract portfolio strategy notifications, which are set up at the time of contract authoring.
This process is similar to defining a remarketing team, only to define the
assignment group, the team must carry a Role Type = Contracts and a Role Code = PORTFOLIO_GROUP.
Before you set up a portfolio management team, you must set up the employees you intend to include on the team.
Optionally, you can set up a Group, which contain those employees you want on the portfolio team, and associate that group with the team. To associate a group with a team, however, you must set up the group first.
For more information, see the Defining Resource Groups and Defining Resource Teams section of the Oracle CRM Application Foundation Concepts and Procedures guide.
Prerequisites
Configure Resource Manager.
Set up employees in Oracle HRMS. For more information, see Section 4.1.2, "Define Employees".
Responsibility
CRM AdministratorModule
Oracle Foundation
Navigation
Resource Manager > Maintain Resources > Teams
(Optionally) Resource Manager > Maintain Resources > Groups
6.6 Set Up Telephony
Implementing Oracle Telephony Manager is a complex process that requires knowledge of a variety of technologies and processes. The implementation of Oracle Telephony Manager requires working knowledge of Oracle Forms, HTML, Java, and the installation platform (Windows NT or Unix). In addition, an
understanding of the operational requirements of an interaction center and basic telephony functionality is required.
The Oracle Telephony Manager maintains the agent distribution queues and agent states for any Interaction Center. It also provides access to a common routing engine. OTM is media independent and can route all types of interactions—email, telephony, faxes, Web calls—to the interaction center agents.
For more information on implementing Telephony Manager, refer to the Oracle Telephony Manager Implementation Guide.
6.7 Set Up Work Queues
Oracle Universal Work Queue is one of several applications in the Oracle Interaction Center. The Oracle Interaction Center is a suite of applications that supports the management and processing of customer relationship activity across all channels of customer contact.
Oracle Universal Work Queue is a portal for accessing agent work within an interaction center. Agent work includes application work, such as service requests, and media work, such as inbound telephony calls. When you select a work item, Oracle Universal Work Queue launches the appropriate application and, if necessary, a media controller, such as a softphone.
Oracle Universal Work Queue:
■ Provides a desktop interface that displays a unified view of agent work.
■ Facilitates agents’ interactions across multiple contact channels.
■ Provides a framework that enables CRM business applications to integrate with media work.
■ Balances agents between media types based on the service levels for the interaction center.
For more information, see the Oracle Universal Work Queue Implementation Guide and the Oracle Universal Work Queue Concepts and Procedures guide.