Oracle CRM On Demand Administration Essentials

Oracle CRM On Demand Administration Essentials
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Table of Contents
Sample Chapters
  • 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

Book Details

Language : English
Paperback : 304 pages [ 235mm x 191mm ]
Release Date : December 2012
ISBN : 1849685002
ISBN 13 : 9781849685009
Author(s) : Padmanabha Rao, Venkatesan Sundaram
Topics and Technologies : All Books, Enterprise Products and Platforms, Enterprise, Oracle

Table of Contents

Chapter 1: Overview of CRM On Demand
Chapter 2: Steps 1-2-3: Go Live Out of the Box
Chapter 3: CRM On Demand Customization
Chapter 4: Application Customization
Chapter 5: User Access Controls
Chapter 6: Business Process Automation and Management
Chapter 7: Content Management
Chapter 8: Web Services Integration
Chapter 9: Reports and Analytics
Chapter 10: Leveraging CRM On Demand Data and Integration Tools
Chapter 11: Help, Support Ecosystem, and Features in New Releases
Chapter 12: Oracle Partner Offerings
    • 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
      • Summary
      • Chapter 3: CRM On Demand Customization
        • The application architecture
        • Customizability
          • The data model
            • Data management
          • The process model
            • Object model
            • Business rules
            • Security model
          • The interface model
            • Online interface
            • Web services interface
            • Special interfaces
        • Summary
        • 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
          • Summary
          • 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
              • Privileges
                • Accesses to customize the UI
                • Accesses to data channels
                • Accesses to user channels
            • Summary
            • 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
                • Actions
                  • Ordering of actions
                  • Assign a Book
                  • Create Integration Event
                  • Create Task
                  • Send Email
                  • Update Field After Wait
                  • Update Values
                  • Wait
                • 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
              • Summary
              • Chapter 7: Content Management
                • Content
                  • The product catalog
                    • Product category
                    • Product
                  • Assessment scripts
                  • Reports/analytics folders
                  • Attachment files
                • Summary
                • 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
                  • Summary
                  • Chapter 9: Reports and Analytics
                    • The Answers On Demand service
                      • Prebuilt reports
                        • Interactivity
                        • Prebuilt dashboards
                    • Writing a report
                      • Report Folders
                      • Manage Analyses
                      • Open Existing Analyses
                      • Subject Areas
                        • Building the report
                        • Define Criteria
                        • Create Layout
                        • Define Prompts
                    • Summary
                    • 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
                      • Summary
                      • 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
                        • Summary
                        • 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
                          • Summary

                          Padmanabha Rao

                          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-profit 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.

                          Venkatesan Sundaram

                          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 ( is the fastest-growing e-commerce site in India and the first 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 certified in Production and Inventory Management (CPIM) by the American Production and Inventory Control Society, and is a certified Project Management Professional (PMP) by the Project Management Institute (PMI).
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                          Sample chapters

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                          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


                          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.


                          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 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.

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