Processes for Administering Oracle CRM On Demand

655 Pages·2012·3.55 MB·English

Administering Oracle
CRM On Demand
Release 20
June 2012
Administering Oracle CRM On Demand

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2 Administering Oracle CRM On Demand Release 20
Contents
Administering Oracle CRM On Demand 7
Processes for Administering Oracle CRM On Demand 11
Using Administrator Templates During Setup 14
About Usage Tracking in Oracle CRM On Demand 14
Company Administration 15
Company Profile 16
Fiscal Calendar Administration 37
Currency Definition 40
Company Audit 44
Alert Management 47
Service Allotment Administration 49
Address Administration 54
Application Customization 62
Record Type Application Customization Page 63
Displaying External Web Pages in Tabs 110
About Custom Web Applets 112
Creating Custom Web Applets 113
Creating and Managing Action Bar Layouts 118
Creating Global Web Applets 119
Example of Setting Up an RSS Feed Web Applet 120
Uploading Client Side Extensions 122
Customizing My Homepage for Your Company 125
Administering Oracle CRM On Demand Release 20 3
Contents

Creating New Themes 126
Enabling Custom Reports in My Homepage 129
Renaming Record Types 130
Changing the Icon for a Record Type 132
Adding Record Types 132
About Fields, Picklists, and Metrics 135
About Attachment Configurations 135
About Many-to-Many Relationships for Custom Objects 139
User Management and Access Controls 140
User Management 142
Partner Self Administration 163
Access Profile Management 168
Role Management 204
Book Management 215
Group Management 257
Territory Management 261
Business Process Management 263
Process Administration 264
Workflow Configuration 276
Workflow Monitor 315
Data Rules and Assignment 321
Data Management Tools 351
Import and Export Tools 351
Batch Delete Queue Page 562
Batch Assign Book Queue Page 562
About Integration Events 563
Creating Integration Event Queues 564
Managing Integration Event Settings 565
Content Management 567
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Contents

Setting Up Product Categories 568
Setting Up Company Products 569
Setting Up Price Lists for PRM 571
Managing Your Company's Attachments 574
Setting Up Assessment Scripts 575
Life Sciences Management 582
Managing Smart Calls 582
Setting the Maximum Number of Times Contacts Can be Sampled Without a Valid State
License 585
Authorizing Contacts to Receive Samples 586
Expression Builder 588
About Expression Builder 588
Using Expression Builder 589
About Expressions 591
Data Types in Expression Builder 594
Expression Builder Operators 597
Expression Builder Functions 601
Expression Builder Examples 649
Index 651

Administering Oracle CRM On Demand Release 20 5

1
Administering Oracle CRM On Demand
Use the Administrator pages to set up and customize Oracle CRM On Demand. For more information about
administering Oracle CRM On Demand, see the following sections:
This section Describes these tasks
Company Administration (on page 15) Setting Up Your Company Profile and Global Defaults (on page
16)
Verifying License Statuses and Active Users (on page 26)
Defining Your Company's Password Controls (on page 28)
Resetting All Passwords (on page 35)
Activating Languages (on page 35)
Defining a Custom Fiscal Calendar (on page 38)
Managing Currencies (on page 40)
Reviewing Sign-In Activity for All Users (on page 44)
Restricting Use to IP Addresses (on page 36)
Reviewing Your Company's Resource Usage (on page 44)
Reviewing Audit Trail Changes with the Master Audit Trail (on
page 45)
Publishing Company-Wide Alerts (on page 47)
Viewing Service Allotment Usage for Your Company (on page
50)
Viewing Historical Service Allotment Usage (on page 51)
Setting Alerts for Service Allotments (on page 52)
Viewing File and Record Utilization Information (on page 52)
Converting Unshared Addresses to Shared Addresses (on page
54)
Considerations When Turning Off Shared Addresses (on page
57)
Updating User Access and the Manage Addresses Privilege
Before Turning Off Shared Addresses (on page 58)
Setting the Address Type for Unshared Addresses Using Edit Rel
Administering Oracle CRM On Demand Release 20 7
Administering Oracle CRM On Demand

This section Describes these tasks
(on page 59)
Access Profile and Role Settings for Addresses (on page 60)
Application Customization (on page Tasks for Record Type Setup
62)
Creating and Editing Fields (on page 75)
Administering the Copy Enabled Setting (on page 79)
Setting Up Custom Field Integration Tags (on page 80)
Setting Up Web Links (on page 80)
Renaming Fields (on page 83)
Using Indexed Custom Fields (on page 84)
Reverting Settings to Defaults (on page 86)
Changing Picklist Values (on page 87)
Customizing Related Item Layouts (on page 89)
Customizing Static Page Layouts (on page 89)
Renaming Field Section Titles (on page 93)
Creating Web Applets (on page 94)
Defining Cascading Picklists (on page 95)
Managing Search Layouts (on page 96)
Managing List Access and List Order (on page 100)
Creating Homepage Custom Reports (on page 100)
Creating Record Homepage Layouts (on page 102)
Customizing the Audit Trail (on page 103)
Specifying Dynamic Page Layouts (on page 107)
Tasks for Application Setup
Displaying External Web Pages in Tabs (on page 110)
Creating and Managing Action Bar Layouts (on page 118)
Creating Global Web Applets (on page 119)
Uploading Client Side Extensions (on page 122)
Customizing My Homepage for Your Company (on page 125)
Creating New Themes (on page 126)
Enabling Custom Reports in My Homepage (on page 129)
Renaming Record Types (on page 130)
Changing the Icon for a Record Type (on page 132)
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Processes for Administering Oracle CRM On Demand

This section Describes these tasks
Adding Record Types (on page 132)
User Management and Access Setting Up Users (on page 143)
Controls (on page 140)
Setting Up Users' Sales Quotas (on page 155)
Setting Up Default Books by Record Type for a User (on page
155)
Changing a User's User ID (on page 156)
Resetting a User's Password (on page 157)
Reviewing Sign-In Activity for a User (on page 157)
Reviewing Security-Related Activities for Users (on page 158)
Managing Delegated Users (Administrator) (on page 159)
Creating Inventory Periods for Users (on page 162)
Deactivating Users (on page 162)
Setting Up Users (Partners) (on page 165)
Changing a User's User ID (Partners) (on page 167)
Resetting a User's Password (Partners) (on page 167)
Deactivating Users (Partners) (on page 168)
Process of Setting Up Access Profiles (on page 200)
Adding Roles (on page 210)
Setting Up Groups (on page 259)
Setting Up Territories (on page 262)
Process of Setting Up Books (on page 237)
Verifying Book Setup for the Administrator Role (on page 238)
Creating Book Types and Book User Roles (on page 241)
Configuring Record Ownership Modes (on page 242)
Creating Books and Book Hierarchies (on page 243)
Associating Users with Books (on page 244)
Creating Access Profiles for Books (on page 247)
Enabling Books for Your Company (on page 248)
Enabling Books for Users and User Roles (on page 249)
Adding Books to Record Detail Page Layouts (on page 251)
Assigning Records to Books (on page 253)
Business Process Management (on Creating Processes (on page 270)
page 263)
Administering Oracle CRM On Demand Release 20 9
Administering Oracle CRM On Demand

This section Describes these tasks
Adding Transition States to Processes (on page 271)
Restricting Processes (on page 273)
Configuring the Field Setup for Transition States (on page 274)
Enabling Access Controls for Related Record Types (on page
274)
Creating Workflow Rules (on page 288)
Creating Workflow Actions: Assign a Book (on page 293)
Creating Workflow Actions: Create Task (on page 298)
Creating Workflow Actions: Create Integration Event (on page
295)
Creating Workflow Actions: Send Email (on page 302)
Creating Workflow Actions: Update Values (on page 306)
Creating Workflow Actions: Wait (on page 308)
Changing the Order of Workflow Rule Actions (on page 310)
Changing the Order of Workflow Rules (on page 311)
Deactivating Workflow Rules and Actions (on page 312)
Deleting Workflow Rules and Actions (on page 314)
Viewing Workflow Instances (on page 317)
Deleting Instances from the Workflow Monitor (on page 319)
Setting Up Assignment Rules (on page 326)
Mapping Additional Fields During Lead Conversion (on page 333)
Creating Lead Conversion Layouts (on page 333)
Setting Up the Forecast Definition (on page 336)
Updating the Forecast Definition (on page 342)
Setting Up Sales Processes, Categories, and Coaches (on page
343)
Customizing Your Company's Industry List (on page 350)
Data Management Tools (on page Preparing for Data Importing (on page 394)
351)
Linking Records During Import (on page 387)
Importing Your Data (on page 533)
Reviewing Import Results (on page 537)
Exporting Your Data (on page 539)
Reviewing Export Results (on page 541)
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