11i Use and Implement CRM Application Foundation: D12126GC20 Edition 2.0 June 2002 D34858

11i Use and Implement CRM
Application Foundation
Student Guide Vol. 1
D12126GC20
Edition 2.0
June 2002
D34858
Copyright Oracle Corporation, 2002. All rights reserved.

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Author
Melody Yang
Technical Contributors and Reviewers
Robert Geiwitz, Charles Colt, Satish Arumugam, Jennifer Pollard, Remi Aimsuphanimit, Sarvi
Anandan, Helen Bucksey, Sudarsana, Rick Day, John Docherty, Killian Evers, Men-Ching Luk,
Sharad Mathur, Kerry Murphy, Suma Neeruganti, John-Tae Park, Rajesh Singh
This book was published using:
Oracle Tutor
Table of Contents
Overview of Application Foundation.............................................................................................................1-1
Lesson 1: Overview of Application Foundation............................................................................................1-2
Course Objectives..........................................................................................................................................1-3
Lesson Objectives..........................................................................................................................................1-4
The CRM Application Foundation Modules .................................................................................................1-5
HTML and Forms User Interfaces of the Application Foundation Modules .................................................1-6
Resource Manager .........................................................................................................................................1-7
Territory Manager..........................................................................................................................................1-8
Calendar.........................................................................................................................................................1-9
Task Manager ................................................................................................................................................1-11
Assignment Manager.....................................................................................................................................1-12
Interaction History.........................................................................................................................................1-13
Notes..............................................................................................................................................................1-15
1-to-1 Fulfillment ..........................................................................................................................................1-16
Escalation Manager .......................................................................................................................................1-17
Business Rule Monitor ..................................................................................................................................1-18
Practice Overview: Fill-in-the-Blanks ...........................................................................................................1-19
Practice Solution: Fill-in-the-Blanks .............................................................................................................1-21
Summary........................................................................................................................................................1-23
Setup and Configuration of Application Foundation ...................................................................................2-1
Lesson 2: Setup and Configuration of Application Foundation.....................................................................2-2
Objectives ......................................................................................................................................................2-3
Skills Required for Implementing CRM Application Foundation 11i...........................................................2-4
Implementation Flow.....................................................................................................................................2-5
Install the E-Business Suite ...........................................................................................................................2-6
Patch Installation ...........................................................................................................................................2-8
Installation Verification.................................................................................................................................2-10
Implementation Order of CRM Application Foundation Components..........................................................2-12
HTML Diagnostic Test Set............................................................................................................................2-14
Verify Your Implementation .........................................................................................................................2-16
Accessing the HTML Diagnostic Test Set Instructor Demonstration............................................................2-18
Summary........................................................................................................................................................2-19
Resource Manager Overview..........................................................................................................................3-1
Lesson 3: Resource Manager Overview ........................................................................................................3-2
Objectives ......................................................................................................................................................3-3
What Are Resources? ....................................................................................................................................3-4
What Is Resource Manager? ..........................................................................................................................3-6
Roles and Role Types ....................................................................................................................................3-8
Role Attributes...............................................................................................................................................3-9
Resource Manager Key Terms ......................................................................................................................3-11
Interactions Within the E-Business Suite ......................................................................................................3-13
Summary........................................................................................................................................................3-18
Use Resource Manager....................................................................................................................................4-1
Lesson 4: Use Resource Manager..................................................................................................................4-2
Objectives ......................................................................................................................................................4-3
Accessing the Resource Manager ..................................................................................................................4-4
Using Resource Manager...............................................................................................................................4-6
Accessing the HTML Login Screen ..............................................................................................................4-8
HTML Resource Navigation .........................................................................................................................4-9
11i Use and Implement CRM Application Foundation Table of Contents

i
Maintaining Personal Information .................................................................................................................4-11

Practice Overview: Updating Personal Information ......................................................................................4-13
Practice: Updating Personal Information......................................................................................................4-14
Practice Solution: Updating Personal Information .......................................................................................4-15
Viewing Organization Information................................................................................................................4-21
Features of Resource Skills Management......................................................................................................4-23
Rating Personal Skill Levels..........................................................................................................................4-24
Practice Overview: Rating Personal Skill Levels ..........................................................................................4-26
Practice: Rating Personal Skill Levels...........................................................................................................4-27
Practice Solution: Rating Personal Skill Levels ............................................................................................4-28
Searching for Resources ................................................................................................................................4-30
Practice Overview: Searching for Resources.................................................................................................4-33
Practice: Searching for Resources .................................................................................................................4-34
Practice Solution: Searching for Resources...................................................................................................4-35
Practice Solution: Searching for Group Resources........................................................................................4-36
HTML Resource Navigation: Groups Subtab................................................................................................4-37
Viewing Group Detail Information................................................................................................................4-38
Viewing Parent-Child Group Information .....................................................................................................4-40
Practice Overview: Viewing Group Detail Information ................................................................................4-42
Practice: Viewing Group Detail Information.................................................................................................4-43
Practice Solution: Viewing Group Detail Information ..................................................................................4-44
Maintaining Group Member and Group Hierarchy Information ..................................................................4-45
Making a Resource Web Available ...............................................................................................................4-47
Practice Overview: Making Resources Web Available.................................................................................4-49
Practice: Making Resources Web Available..................................................................................................4-50
Practice Solution: Making Resources Web Available ...................................................................................4-51
Summary........................................................................................................................................................4-52
Implement Resource Manager .......................................................................................................................5-1
Lesson 5: Implement Resource Manager.......................................................................................................5-2
Objectives ......................................................................................................................................................5-3
Resource Manager Setups..............................................................................................................................5-4
Implementation Considerations .....................................................................................................................5-5
Steps for Implementing the Forms-Based Resource Manager.......................................................................5-6
Running Concurrent Programs ......................................................................................................................5-7
Defining Role Types......................................................................................................................................5-10
Defining Roles...............................................................................................................................................5-11
Defining Roles: Role Attributes ....................................................................................................................5-12
Case Study .....................................................................................................................................................5-14
Practice Overview: Defining Roles ...............................................................................................................5-15
Practice: Defining Roles ................................................................................................................................5-16
Practice Solution: Defining Roles .................................................................................................................5-17
Managing Resource Manager (Forms) ..........................................................................................................5-18
Managing Resource Manager: The Navigator...............................................................................................5-20
Importing Resources......................................................................................................................................5-21
Practice Overview: Importing Resources ......................................................................................................5-24
Practice: Importing Resources.......................................................................................................................5-25
Practice Solution: Importing Resources ........................................................................................................5-26
Modifying Resource Information: Roles, Groups, and Teams Tabs .............................................................5-31
Modifying Resources: Service, Interaction, Compensation, Receivables Tabs.............................................5-33
Defining a Salesperson ..................................................................................................................................5-35
Defining a Salesperson: Roles and Groups Tabs..........................................................................................5-37
Defining a Salesperson: Receivables Tab......................................................................................................5-38
Practice Overview: Defining a Salesperson in Forms ...................................................................................5-41
Practice: Defining a Salesperson in Forms ....................................................................................................5-42
Practice Solution: Defining a Salesperson in Forms......................................................................................5-43
What Is a Group?...........................................................................................................................................5-45

ii
Defining Groups ............................................................................................................................................5-47

Resource Roles, Groups Roles, and Group Member Roles ...........................................................................5-48
Practice Overview: Defining Resource Groups.............................................................................................5-50
Practice: Defining Resource Groups..............................................................................................................5-51
Practice Solution: Defining Resource Groups ...............................................................................................5-52
Defining Dynamic Groups.............................................................................................................................5-54
Practice Overview: Defining Dynamic Groups .............................................................................................5-56
Practice: Defining Dynamic Groups..............................................................................................................5-57
Practice Solution: Defining Dynamic Groups ...............................................................................................5-58
Group Hierarchy ............................................................................................................................................5-60
Viewing Resource Reporting Information.....................................................................................................5-62
Practice Overview: Viewing Resource Reporting Information .....................................................................5-64
Practice: Viewing Resource Reporting Information......................................................................................5-65
Practice Solution: Viewing Resource Reporting Information .......................................................................5-66
What Is a Team? ............................................................................................................................................5-67
Defining Teams .............................................................................................................................................5-69
Practice Overview: Creating Team Resources ..............................................................................................5-71
Practice: Creating Team Resources ...............................................................................................................5-72
Practice Solution: Creating Resource Teams.................................................................................................5-73
Running Reports ............................................................................................................................................5-75
Practice Overview: Running Reports ............................................................................................................5-77
Practice: Running Reports .............................................................................................................................5-78
Practice Solution: Running Reports...............................................................................................................5-79
Steps for Implementing HTML Resource Manager ......................................................................................5-81
Setting Profile Options (HTML) ...................................................................................................................5-83
Defining Resource Fields for Update (HTML) .............................................................................................5-85
Defining Skill Levels (HTML)......................................................................................................................5-87
Practice Overview: Defining Skill Levels .....................................................................................................5-89
Practice: Defining Skill Levels......................................................................................................................5-90
Practice Solution: Defining Skill Levels .......................................................................................................5-91
Managing Resource Manager (HTML) .........................................................................................................5-93
Creating Employee Resources (HTML) ........................................................................................................5-94
Entering General Employee Information.......................................................................................................5-95
Creating Employee Resources.......................................................................................................................5-96
Assigning Resource Details...........................................................................................................................5-97
Practice Overview: Creating Sales Resources ...............................................................................................5-99
Practice: Creating Sales Resources................................................................................................................5-100
Practice Solution: Creating Sales Resources .................................................................................................5-101
Practice Solution: Creating Employee Resources..........................................................................................5-103
Managing Resource Manager (HTML) .........................................................................................................5-105
Creating Resource Groups with Group Members..........................................................................................5-106
Practice Overview: Creating Resource Groups .............................................................................................5-108
Practice: Creating Resource Groups ..............................................................................................................5-109
Practice Solution: Creating Resource Groups................................................................................................5-110
Additional Setup Information: Resource Manager Public APIs ....................................................................5-112
Summary........................................................................................................................................................5-114
Territory Manager Overview .........................................................................................................................6-1
Lesson 6: Territory Manager Overview.........................................................................................................6-2
Objectives ......................................................................................................................................................6-3
What Is a Territory?.......................................................................................................................................6-4
What Is Territory Manager? ..........................................................................................................................6-5
Features of Territory Manager.......................................................................................................................6-6
Territory Manager Key Terms.......................................................................................................................6-7
Integrations Within the E-Business Suite ......................................................................................................6-10
Territory Setup and Usage Process................................................................................................................6-12

iii

Summary........................................................................................................................................................6-18
Use Territory Manager ...................................................................................................................................7-1
Lesson 7: Use Territory Manager ..................................................................................................................7-2
Objectives ......................................................................................................................................................7-3
Using Territory Manager ...............................................................................................................................7-4
What Is the Territory Lookup Tool?..............................................................................................................7-5
Accessing the Territory Lookup Tool............................................................................................................7-6
Using the Territory Lookup Tool ..................................................................................................................7-7
Territory Lookup Search Results...................................................................................................................7-9
Practice Overview: Using the Territory Lookup Tool ...................................................................................7-10
Practice: Using the Territory Lookup Tool....................................................................................................7-11
Practice Solution: Using the Territory Lookup Tool .....................................................................................7-12
Summary........................................................................................................................................................7-15
Implement Territory Manager .......................................................................................................................8-1
Lesson 8: Implement Territory Manager .......................................................................................................8-2
Objectives ......................................................................................................................................................8-3
Territory Rules...............................................................................................................................................8-4
Qualifiers .......................................................................................................................................................8-6
Qualifier Types: Transaction .........................................................................................................................8-8
Qualifier Types: Resource .............................................................................................................................8-10
Qualifier Functionality ..................................................................................................................................8-12
Qualifiers and Territories...............................................................................................................................8-13
Navigating Territory Manager.......................................................................................................................8-14
Territory Implementation Process .................................................................................................................8-16
Territory Planning..........................................................................................................................................8-17
Territory Planning: Example 1 ......................................................................................................................8-19
Territory Planning: Example 2 ......................................................................................................................8-20
What Is a Customer Name Range? ................................................................................................................8-21
What Is a Customer Name Range Group?.....................................................................................................8-22
Defining Customer Name Range Groups ......................................................................................................8-23
Case Study .....................................................................................................................................................8-24
Practice Overview: Defining Customer Name Range Groups.......................................................................8-25
Practice: Defining Customer Name Range Groups .......................................................................................8-26
Practice Solution: Defining Customer Name Range Groups.........................................................................8-27
Enabling Existing Qualifiers..........................................................................................................................8-29
Enabling Qualifiers Instructor Demonstration...............................................................................................8-31
Territory Setup and Configuration Process ...................................................................................................8-32
Different Ways to Create Territories .............................................................................................................8-33
Using the Territory Details Window to Create a Territory............................................................................8-34
Overview Tab: General Territory Information ..............................................................................................8-35
Overview Tab: Usage, Transaction Types, and Transaction Qualifiers ........................................................8-37
Territory Winning Rules: Number of Winners..............................................................................................8-39
Use the Number of Winners Field .................................................................................................................8-40
Territory Winning Rules: Rank .....................................................................................................................8-41
Other Territory Information...........................................................................................................................8-43
Practice: Creating a Territory ........................................................................................................................8-44
Practice Overview: Creating a Territory........................................................................................................8-45
Practice Solution: Creating a Territory..........................................................................................................8-46
Transaction Qualifiers Tab ............................................................................................................................8-48
Resource Qualifiers Tab ................................................................................................................................8-52
Resources Tab ...............................................................................................................................................8-55
Resources Tab: Horizontal Scroll Bar and Access Type ...............................................................................8-57

iv

Territory Hierarchies .....................................................................................................................................8-60
Sub Territories Tab........................................................................................................................................8-61
Territory Types ..............................................................................................................................................8-63
Using The Territory Type Window to Create a Territory Type.....................................................................8-64
Practice Overview: Creating Territories Using a Type..................................................................................8-66
Practice Solution: Creating Territories Using a Type....................................................................................8-68
Territory Templates .......................................................................................................................................8-74
Using The Template Territory Details Window to Create a Territory Template...........................................8-75
Territory Templates: Qualifier Mode ............................................................................................................8-76
Territory Templates: Dynamic Qualifier Values ...........................................................................................8-77
Territory Templates: Dynamic Qualifier Values and Territory Mass-Creation.............................................8-78
Territory Templates: Value Set .....................................................................................................................8-80
Practice Overview: Creating Territories Using a Template...........................................................................8-82
Practice: Creating Territories Using a Template ...........................................................................................8-83
Practice Solution: Creating Territories Using a Template .............................................................................8-84
Escalation Territories.....................................................................................................................................8-88
Using The Escalation Territory Details Window to Create an Escalation Territory......................................8-89
Using an Escalation Territory........................................................................................................................8-90
Practice Overview: Creating an Escalation Territory ....................................................................................8-91
Practice: Creating an Escalation Territory.....................................................................................................8-92
Practice Solution: Creating an Escalation Territory ......................................................................................8-93
Territory Creation Summary..........................................................................................................................8-95
Concurrent Programs.....................................................................................................................................8-96
Running Concurrent Programs ......................................................................................................................8-97
Territory Management Process......................................................................................................................8-98
Mass Change Territory Resources.................................................................................................................8-99
Practice Overview: Mass Changing Territory Resources ..............................................................................8-101
Practice: Mass Changing Territory Resources...............................................................................................8-102
Practice Solution: Mass Changing Territory Resources ................................................................................8-103
Copy an Entire Territory Hierarchy...............................................................................................................8-105
Practice Overview: Copying a Territory........................................................................................................8-107
Practice: Copying a Territory ........................................................................................................................8-108
Practice Solution: Copying a Territory..........................................................................................................8-109
Searching for a Territory ...............................................................................................................................8-111
More on Searching for a Territory.................................................................................................................8-112
Viewing Territory Hierarchies.......................................................................................................................8-114
Practice Overview: Searching and Viewing Territories ................................................................................8-115
Practice: Searching and Viewing Territories .................................................................................................8-116
Practice Solution: Searching and Viewing Territories...................................................................................8-118
Territory Reports ...........................................................................................................................................8-120
Practice Overview: Running Territory Reports .............................................................................................8-121
Practice: Running Territory Reports..............................................................................................................8-122
Practice Solution: Running Territory Reports ...............................................................................................8-123
Summary........................................................................................................................................................8-126
Calendar Overview..........................................................................................................................................9-1
Lesson 9: Calendar Overview........................................................................................................................9-2
Objectives ......................................................................................................................................................9-3
What Is the Calendar?....................................................................................................................................9-4
Calendar Functionality ..................................................................................................................................9-6
Calendar Key Terms......................................................................................................................................9-8
Integrations Between the Forms-Based Calendar and the E-Business Suite .................................................9-10
Integrations Between HTML Calendar and the E-Business Suite .................................................................9-11

v
Accessing the Calendar Module ....................................................................................................................9-13

Summary........................................................................................................................................................9-19
Use HTML Calendar.......................................................................................................................................10-1
Lesson 10: Use HTML Calendar...................................................................................................................10-2
Objectives ......................................................................................................................................................10-3
Using HTML Calendar..................................................................................................................................10-4
Creating and Managing Appointments ..........................................................................................................10-6
Accessing the HTML Calendar .....................................................................................................................10-8
Practice Overview: Creating HTML Calendar Users ....................................................................................10-10
Practice: Creating HTML Calendar Users.....................................................................................................10-11
Practice Solution: Creating HTML Calendar Users ......................................................................................10-12
Creating an Appointment...............................................................................................................................10-20
Inviting Attendees..........................................................................................................................................10-22
Practice Overview: Creating an Appointment ...............................................................................................10-24
Practice: Creating an Appointment................................................................................................................10-25
Practice Solution: Creating an Appointment .................................................................................................10-26
Relating to a Business Object ........................................................................................................................10-29
Creating Repeating Appointments.................................................................................................................10-30
Practice Overview: Creating a Repeating Appointment ................................................................................10-32
Practice: Creating a Repeating Appointment................................................................................................10-33
Practice Solution: Creating a Repeating Appointment .................................................................................10-34
Adding Attachments ......................................................................................................................................10-35
Attaching Notes .............................................................................................................................................10-37
Practice Overview: Adding Attachments and Notes to an Appointment.......................................................10-38
Practice: Adding Attachments and Notes to an Appointment .......................................................................10-39
Practice Solution: Adding Attachments and Notes to an Appointment .........................................................10-40
Updating and Deleting an Appointment ........................................................................................................10-42
Practice Overview: Deleting an Appointment ...............................................................................................10-44
Practice: Deleting a Repeating Appointment.................................................................................................10-45
Practice Solution: Deleting a Repeating Appointment ..................................................................................10-46
Responding to Your Invitations.....................................................................................................................10-47
Practice Overview: Accepting an Invitation ..................................................................................................10-48
Practice: Accepting an Invitation...................................................................................................................10-49
Practice Solution: Accepting an Invitation ....................................................................................................10-50
Viewing Scheduled Appointments in Your Personal Calendar .....................................................................10-51
Daily Calendar View .....................................................................................................................................10-53
Weekly Calendar View..................................................................................................................................10-55
Monthly Calendar View ................................................................................................................................10-57
Yearly Calendar View ...................................................................................................................................10-58
Combination Calendar View .........................................................................................................................10-60
Practice Overview: Viewing a Personal Calendar .........................................................................................10-62
Practice: Viewing a Personal Calendar..........................................................................................................10-63
Practice Solution: Viewing a Personal Calendar ...........................................................................................10-64
Viewing a Resource Availability...................................................................................................................10-69
Practice Overview: Viewing a Resource Availability ...................................................................................10-71
Practice: Viewing a Resource's Availability..................................................................................................10-72
Practice Solution: Viewing a Resource's Availability ...................................................................................10-73
Viewing Public Calendars .............................................................................................................................10-74
Customizing Personal Preferences.................................................................................................................10-75
Changing Calendar Personal Preferences ......................................................................................................10-76
Defining Privileges for Your Calendar..........................................................................................................10-78
Practice Overview: Customizing Your Personal Calendar ............................................................................10-79
Practice: Customizing Your Personal Calendar.............................................................................................10-80
Practice Solution: Customizing Your Personal Calendar ..............................................................................10-81

vi
Working with Group Calendars.....................................................................................................................10-84

Requesting a New Group or Public Calendar ................................................................................................10-85
Subscribing to an Existing Group Calendar...................................................................................................10-87
Approving Subscriptions to an Existing Group Calendar..............................................................................10-89
Practice Overview: Working with Group Calendars .....................................................................................10-90
Practice: Working with Group Calendars ......................................................................................................10-91
Practice Solution: Working with Group Calendars .......................................................................................10-93
Switching to Another Calendar .....................................................................................................................10-96
Practice Overview: Switching to Another Calendar ......................................................................................10-97
Practice: Switching to Another Calendar.......................................................................................................10-98
Practice Solution: Switching to Another Calendar ........................................................................................10-99
Creating Categories for Appointments ..........................................................................................................10-103
Defining Your Time Zone .............................................................................................................................10-104
Integrating with Notes and Tasks ..................................................................................................................10-105
Summary........................................................................................................................................................10-107
Implement HTML Calendar ..........................................................................................................................11-1
Lesson 11: Implement HTML Calendar........................................................................................................11-2
Objectives ......................................................................................................................................................11-3
Implementing HTML Calendar .....................................................................................................................11-4
Steps for Implementing HTML Calendar......................................................................................................11-5
Creating Calendar Workflow Administrators................................................................................................11-6
Creating Calendar Administrators Instructor Demonstration ........................................................................11-8
Setting the Profile Option ..............................................................................................................................11-10
Setting the Profile Option Instructor Demonstration .....................................................................................11-12
Creating a Calendar General User .................................................................................................................11-13
Case Study .....................................................................................................................................................11-15
Practice Overview: Creating HTML Calendar General Users.......................................................................11-16
Practice: Creating HTML Calendar General Users .......................................................................................11-17
Practice Solution: Creating HTML Calendar General Users.........................................................................11-18
Starting Workflow Background Processes ....................................................................................................11-20
Starting Workflow Background Processes Instructor Demonstration ...........................................................11-21
Managing Calendar Requests ........................................................................................................................11-23
Approving New Calendar Requests...............................................................................................................11-24
Summary........................................................................................................................................................11-26
Use Forms Calendar........................................................................................................................................12-1
Lesson 12: Use Forms Calendar ....................................................................................................................12-2
Objectives ......................................................................................................................................................12-3
Using the Forms-Based Calendar Module.....................................................................................................12-4
Accessing Calendar Datebook from the eBusiness Center ............................................................................12-5
Calendar Datebook: Daily View....................................................................................................................12-6
Calendar Datebook: Weekly View ................................................................................................................12-7
Calendar Datebook: Monthly View...............................................................................................................12-8
Calendar Datebook: To-Do List and Public Tasks ........................................................................................12-9
Practice Overview: Viewing Calendar Datebook and Creating a To-Do Item ..............................................12-10
Practice: Viewing Calendar Datebook and Creating a To-Do Item...............................................................12-11
Practice Solution: Viewing Calendar Datebook and Creating a To-Do Item ................................................12-12
Summary........................................................................................................................................................12-17
Implement Forms Calendar............................................................................................................................13-1
Lesson 13: Implement Forms Calendar .........................................................................................................13-2
Objectives ......................................................................................................................................................13-3
Steps for Implementing Forms Calendar .......................................................................................................13-4
Defining New Calendars................................................................................................................................13-5
Case Study .....................................................................................................................................................13-6
Practice Overview: Defining New Calendars ................................................................................................13-7
Practice: Defining New Calendars.................................................................................................................13-8

vii
Practice Solution: Defining New Calendars ..................................................................................................13-9

Defining Resource Availability (Shifts) ........................................................................................................13-10
Defining Resource Unavailability (Exceptions) ............................................................................................13-11
Assigning Shifts/Exceptions to a Calendar....................................................................................................13-12
Practice Overview: Defining and Assigning Shifts/Exceptions to a Calendar ..............................................13-13
Practice: Defining and Assigning Shifts/Exceptions to a Calendar ...............................................................13-14
Practice Solution: Defining and Assigning Shifts/Exceptions to a Calendar.................................................13-15
Assigning Resources to a Calendar ...............................................................................................................13-20
Practice Overview: Assigning Resources to a Calendar................................................................................13-22
Practice: Assigning Resources to a Calendar.................................................................................................13-23
Practice Solution: Assigning Resources to a Calendar ..................................................................................13-24
Summary........................................................................................................................................................13-25
Task Manager Overview.................................................................................................................................14-1
Lesson 14: Task Manager Overview .............................................................................................................14-2
Objectives ......................................................................................................................................................14-3
What Is a Task? .............................................................................................................................................14-4
What Is Task Manager? .................................................................................................................................14-6
Task Manager Key Terms .............................................................................................................................14-8
Accessing the Task Manager .........................................................................................................................14-12
Summary........................................................................................................................................................14-17
Use Task Manager ...........................................................................................................................................15-1
Lesson 15: Use Task Manager.......................................................................................................................15-2
Objectives ......................................................................................................................................................15-3
Accessing the HTML Task Manager.............................................................................................................15-4
The Stand-Alone HTML Task Manager Navigation Flow............................................................................15-6
Navigating HTML Task Manager: Tasks Summary......................................................................................15-8
Using HTML Task Manager .........................................................................................................................15-10
Creating and Managing Tasks .......................................................................................................................15-11
Creating a Task..............................................................................................................................................15-13
Creating a Regular Task ................................................................................................................................15-14
Practice Overview: Creating a Regular Task.................................................................................................15-16
Practice: Creating a Regular Task ................................................................................................................15-17
Practice Solution: Creating a Regular Task ..................................................................................................15-18
Creating a Quick Task ...................................................................................................................................15-21
Practice Overview: Creating a Quick Task....................................................................................................15-23
Practice: Creating a Quick Task ....................................................................................................................15-24
Practice Solution: Creating a Quick Task.....................................................................................................15-25
Relating to a Business Object ........................................................................................................................15-27
Assigning Resources to a Task ......................................................................................................................15-28
Practice Overview: Entering Task References and Assignments ..................................................................15-30
Practice: Entering Task References and Assignments...................................................................................15-31
Practice Solution: Entering Task References and Assignments ....................................................................15-32
Specifying a Task Effort................................................................................................................................15-35
Creating Repeating Tasks ..............................................................................................................................15-37
Practice Overview: Creating a Repeating Task .............................................................................................15-39
Practice: Creating a Repeating Task.............................................................................................................15-40
Practice Solution: Creating a Repeating Appointment ................................................................................15-41
Specifying Task Contact Information............................................................................................................15-42
Practice Overview: Specifying Task Contacts...............................................................................................15-44
Practice: Specifying Task Contacts ..............................................................................................................15-45
Practice Solution: Specifying Task Contacts................................................................................................15-46
Adding Attachments ......................................................................................................................................15-47
Attaching Notes .............................................................................................................................................15-49

viii
Practice Overview: Adding Attachments and Notes to a Task ......................................................................15-50

Practice: Adding Attachments and Notes to a Task......................................................................................15-51
Practice Solution: Adding Attachments and Notes to a Task .......................................................................15-52
Mass Creating Tasks......................................................................................................................................15-54
Practice Overview: Mass Creating Tasks ......................................................................................................15-56
Practice: Mass Creating Tasks.......................................................................................................................15-57
Practice Solution: Mass Creating Tasks .......................................................................................................15-58
Personalizing Your Saved Search..................................................................................................................15-59
Practice Overview: Personalizing Your Saved Search ..................................................................................15-62
Practice: Personalizing Your Saved Search..................................................................................................15-63
Practice Solution: Personalizing Your Saved Search ...................................................................................15-64
Integrating with Notes and Calendar .............................................................................................................15-67
Task Roles' Privileges....................................................................................................................................15-69
Task Manager and Workflow ........................................................................................................................15-71
Using Forms-Based Task Manager................................................................................................................15-73
Creating Tasks from a Template....................................................................................................................15-75
Practice Overview: Creating Tasks from a Template ....................................................................................15-77
Practice: Creating Tasks from a Template.....................................................................................................15-78
Practice Solution: Creating Tasks from a Template ......................................................................................15-79
Task Details ...................................................................................................................................................15-80
Assigning Resources by Using Assignment Manager ...................................................................................15-81
Task Details: Dependencies Tab ...................................................................................................................15-83
Practice Overview: Creating Task Dependencies..........................................................................................15-85
Practice: Creating Task Dependencies ..........................................................................................................15-86
Practice Solution: Creating Task Dependencies ............................................................................................15-87
Task Details: Dates Tab.................................................................................................................................15-88
Task Details: Others Tab ...............................................................................................................................15-89
Practice Overview: Entering Other Task Information ...................................................................................15-90
Practice: Entering Other Task Information....................................................................................................15-91
Practice Solution: Entering Other Task Information .....................................................................................15-92
Task Details: Audit Tab.................................................................................................................................15-93
Summary........................................................................................................................................................15-94
Implement Task Manager...............................................................................................................................16-1
Lesson 16: Implement Task Manager............................................................................................................16-2
Objectives ......................................................................................................................................................16-3
Setup Dependencies.......................................................................................................................................16-4
Implementing Task Manager.........................................................................................................................16-5
Steps for Implementing Task Manager..........................................................................................................16-6
Defining Task Types .....................................................................................................................................16-8
Case Study .....................................................................................................................................................16-10
Practice Overview: Defining Task Types......................................................................................................16-11
Practice: Defining Task Types.......................................................................................................................16-12
Practice Solution: Defining Task Types ........................................................................................................16-13
Defining Task Statuses ..................................................................................................................................16-17
Defining Task Status Transition ....................................................................................................................16-19
Practice Overview: Defining Task Statuses...................................................................................................16-21
Practice: Defining Task Statuses ...................................................................................................................16-22
Practice Solution: Defining Task Statuses.....................................................................................................16-23
Defining Task Priorities.................................................................................................................................16-27
Practice Overview: Defining Task Priorities .................................................................................................16-29
Practice: Defining Task Priorities..................................................................................................................16-30
Practice Solution: Defining Task Priorities ...................................................................................................16-31
Defining Task Date Types .............................................................................................................................16-34
Practice Overview: Defining Task Date Types .............................................................................................16-35
Practice: Defining Task Date Types ..............................................................................................................16-36
Practice Solution: Defining Task Date Types................................................................................................16-37

ix
Mapping Task References to a Source ..........................................................................................................16-39

Practice Overview: Mapping References to a Source....................................................................................16-41
Practice: Mapping References to a Source ....................................................................................................16-42
Practice Solution: Mapping References to a Source......................................................................................16-43
Setting Profile Options ..................................................................................................................................16-44
Defining Task Template Groups ...................................................................................................................16-46
Practice Overview: Defining Task Template Groups ....................................................................................16-48
Practice: Defining Task Template Groups.....................................................................................................16-49
Practice Solution: Defining Task Template Groups ......................................................................................16-50
Workflow Notifications for Tasks .................................................................................................................16-52
Additional Setup Information: Task Manager Public APIs ...........................................................................16-54
Summary........................................................................................................................................................16-56
Notes Overview ................................................................................................................................................17-1
Lesson 17: Notes Overview...........................................................................................................................17-2
Objectives ......................................................................................................................................................17-3
What Are Notes? ...........................................................................................................................................17-4
Features of Notes ...........................................................................................................................................17-5
Notes Key Terms ...........................................................................................................................................17-6
Accessing the Notes Module .........................................................................................................................17-9
Summary........................................................................................................................................................17-14
Use Notes ..........................................................................................................................................................18-1
Lesson 18: Use Notes ....................................................................................................................................18-2
Objectives ......................................................................................................................................................18-3
Logging In to HTML Notes...........................................................................................................................18-4
The Stand-alone HTML Notes Navigation Flow..........................................................................................18-5
Navigating HTML Notes: Notes Summary ...................................................................................................18-7
Using Notes ...................................................................................................................................................18-9
Creating a Regular Note ................................................................................................................................18-10
Creating a Large Note....................................................................................................................................18-13
Practice Overview: Creating Regular and Large Notes .................................................................................18-14
Practice: Creating Regular and Large Notes..................................................................................................18-15
Practice Solution: Creating Regular and Large Notes ...................................................................................18-17
Adding Attachments to a Note ......................................................................................................................18-21
Practice Overview: Adding Attachments to a Note .......................................................................................18-23
Practice: Adding Attachments to a Note........................................................................................................18-24
Practice Solution: Adding Attachments to a Note .........................................................................................18-25
Searching for Notes .......................................................................................................................................18-26
View All Notes ..............................................................................................................................................18-28
Practice Overview: Searching for Notes and Viewing All Notes ..................................................................18-29
Practice: Searching for Notes and Viewing All Notes...................................................................................18-30
Practice Solution: Searching for Notes and Viewing All Notes ....................................................................18-31
Updating a Note.............................................................................................................................................18-33
Adding Relate To Information.......................................................................................................................18-34
Summary........................................................................................................................................................18-36
Implement Notes ..............................................................................................................................................19-1
Lesson 19: Implement Notes .........................................................................................................................19-2
Objectives ......................................................................................................................................................19-3
Implementing Notes ......................................................................................................................................19-4
Steps for Implementing Notes .......................................................................................................................19-5
Creating Note Types......................................................................................................................................19-6
Mapping Note Types to a Source ..................................................................................................................19-7
Case Study .....................................................................................................................................................19-9

x
Practice Overview: Creating Note Types and Mapping Note Types to a Source ..........................................19-10
Practice: Creating Note Types and Mapping Note Types to a Source...........................................................19-11
Practice Solution: Creating Note Types and Mapping Note Types to a Source ............................................19-12
Setting the Profile Option: Instructor Demonstration ....................................................................................19-17
Additional Setup Information: Notes Public APIs.........................................................................................19-18
Summary........................................................................................................................................................19-19
Assignment Manager Overview .....................................................................................................................20-1
Lesson 20: Assignment Manager Overview ..................................................................................................20-2
Objectives ......................................................................................................................................................20-3
What Is an Assignment? ................................................................................................................................20-4
What Is Assignment Manager?......................................................................................................................20-5
Assignment Manager Key Terms ..................................................................................................................20-7
Accessing the Assignment Manager..............................................................................................................20-11
Summary........................................................................................................................................................20-15
Use Assignment Manager................................................................................................................................21-1
Lesson 21: Use Assignment Manager ...........................................................................................................21-2
Objectives ......................................................................................................................................................21-3
Assigning Ownership and Resources ............................................................................................................21-4
Using Assignment Manager ..........................................................................................................................21-5
Resource Assignment Options.......................................................................................................................21-7
Viewing the Gantt Chart................................................................................................................................21-8
Assigning a Resource's Available Time ........................................................................................................21-10
Planned and Duration Effort..........................................................................................................................21-12
Using the Assignment Manager: Unassisted Assignment Option .................................................................21-14
The Unassisted Assignment Option...............................................................................................................21-15
Using the Unassisted Assignment Option .....................................................................................................21-17
Practice Overview: Assigning an Assignee Using the Unassisted Option.....................................................21-19
Practice: Assigning an Assignee Using the Unassisted Option ....................................................................21-20
Practice Solution: Assigning an Assignee Using the Unassisted Option.......................................................21-21
Using the Assignment Manager: Assisted Assignment Option .....................................................................21-25
The Assisted Assignment Option ..................................................................................................................21-26
Resource Selection Criteria: Preferred Resources .........................................................................................21-27
Resource Selection Criteria: Territories ........................................................................................................21-28
Resource Selection Criteria: Territories and Resource Web Availability......................................................21-29
Resource Selection Criteria: Resource Availability ......................................................................................21-31
Using the Assisted Assignment Option .........................................................................................................21-32
Practice Overview: Assigning Resources Using the Assisted Option ...........................................................21-34
Practice: Assigning Resources Using the Assisted Option...........................................................................21-35
Practice Solution: Assigning Resources Using the Assisted Option .............................................................21-36
Using the Assignment Manager: Intelligent Assignment Option ..................................................................21-40
Assignment Manager and Oracle Scheduler.................................................................................................21-41
The Intelligent Assignment Option ...............................................................................................................21-43
Using the Intelligent Assignment Option ......................................................................................................21-44
Using the Assignment Manager: Window to Promise Assignment Option...................................................21-46
Window to Promise Assignment Option .......................................................................................................21-47
Using the Window to Promise Option...........................................................................................................21-48
Accessing Assignment Manager Through Dispatch Center ..........................................................................21-50
Summary........................................................................................................................................................21-51
Implement Assignment Manager ...................................................................................................................22-1
Lesson 22: Implement Assignment Manager ................................................................................................22-2
Objectives ......................................................................................................................................................22-3

xi
Steps for Implementing Assignment Manager ..............................................................................................22-4

Setting Up the TCF Server for Gantt .............................................................................................................22-5
Setting Profile Options Instructor Demonstration .........................................................................................22-9
Other Optional Dependencies........................................................................................................................22-10
Summary........................................................................................................................................................22-12
Managing Escalation Overview......................................................................................................................23-1
Lesson 23: Managing Escalation Overview ..................................................................................................23-2
Objectives ......................................................................................................................................................23-3
What Is an Escalation? ..................................................................................................................................23-4
Proactive and Reactive Escalations ...............................................................................................................23-5
Summary........................................................................................................................................................23-10
Managing Escalation: Escalation Manager Overview .................................................................................24-1
Lesson 24: Managing Escalation: Escalation Manager Overview.................................................................24-2
Objectives ......................................................................................................................................................24-3
What Is Escalation Manager? ........................................................................................................................24-4
Escalation Manager Key Terms.....................................................................................................................24-6
Escalation Manager .......................................................................................................................................24-9
Summary........................................................................................................................................................24-14
Managing Escalation: Use Escalation Manager............................................................................................25-1
Lesson 25: Managing Escalation: Use Escalation Manager ..........................................................................25-2
Objectives ......................................................................................................................................................25-3
Using Escalation Manager.............................................................................................................................25-4
Accessing the Escalation Manager ................................................................................................................25-5
Creating an Escalation Document..................................................................................................................25-6
Creating an Escalation Document: Defining Escalation Header Information ...............................................25-7
Defining Escalation Header Information: Assigning Ownership ..................................................................25-9
Creating an Escalation Document: Specifying Reference Documents ..........................................................25-10
Creating an Escalation Document: Identifying Contacts Information ...........................................................25-12
Viewing Escalation Change Information: The Audit Tab .............................................................................25-14
Practice Overview: Escalating a Task Within a Request...............................................................................25-15
Practice: Escalating a Task Within a Request................................................................................................25-16
Practice Solution: Escalating a Task Within a Request .................................................................................25-17
Attaching Tasks to an Escalation Document .................................................................................................25-25
Practice Overview: Attaching a Task to an Escalation ..................................................................................25-26
Practice: Attaching a Task to an Escalation...................................................................................................25-27
Practice Solution: Attaching a Task to an Escalation ....................................................................................25-28
Attaching Notes to an Escalation Document .................................................................................................25-31
Practice Overview: Attaching a Note to an Escalation ..................................................................................25-32
Practice: Attaching a Note to an Escalation...................................................................................................25-33
Practice Solution: Attaching a Note to an Escalation ....................................................................................25-34
Finding Escalations........................................................................................................................................25-36
Practice Overview: Searching Escalation Documents ...................................................................................25-37
Practice: Searching Escalation Documents....................................................................................................25-38
Practice Solution: Searching Escalation Documents .....................................................................................25-39
Managing Escalations....................................................................................................................................25-42
Verifying Escalation Information ..................................................................................................................25-43
Practice Overview: Closing Escalation Documents ......................................................................................25-44
Practice: Closing Escalation Documents .......................................................................................................25-45
Practice Solution: Closing Escalation Documents.........................................................................................25-46

xii
Summary........................................................................................................................................................25-48
Managing Escalation: Implement Escalation Manager ...............................................................................26-1
Lesson 26: Managing Escalation: Implement Escalation Manager ...............................................................26-2
Objectives ......................................................................................................................................................26-3
Mandatory Setup Dependencies ....................................................................................................................26-4
Other Setup Modules .....................................................................................................................................26-5
Steps for Implementing Escalation Manager.................................................................................................26-6
Starting the Escalation Workflow Process.....................................................................................................26-9
Starting the Background Processes Instructor Demonstration.......................................................................26-10
Defining New Escalation Reason Codes .......................................................................................................26-12
Case Study .....................................................................................................................................................26-13
Practice Overview: Defining New Escalation Reason Codes........................................................................26-14
Practice: Defining New Escalation Reason Codes ........................................................................................26-15
Practice Solution: Defining New Escalation Reason Codes..........................................................................26-16
Defining New Escalation Levels ...................................................................................................................26-17
Practice Overview: Defining New Escalation Levels....................................................................................26-18
Practice: Defining New Escalation Levels ....................................................................................................26-19
Practice Solution: Defining New Escalation Levels ......................................................................................26-20
Defining New Escalation Statuses.................................................................................................................26-21
Practice Overview: Defining New Escalation Statuses .................................................................................26-22
Practice: Defining New Escalation Statuses ..................................................................................................26-23
Practice Solution: Defining New Escalation Statuses....................................................................................26-24
Defining New Escalation Reference Codes...................................................................................................26-25
Practice Overview: Defining New Escalation Reference Codes ...................................................................26-26
Practice: Defining New Escalation Reference Codes ....................................................................................26-27
Practice Solution: Defining New Escalation Reference Codes......................................................................26-28
Defining New Escalation Contact Types.......................................................................................................26-29
Practice Overview: Defining New Escalation Contact Types .......................................................................26-30
Practice: Defining New Escalation Contact Types ........................................................................................26-31
Practice Solution: Defining New Escalation Contact Types .........................................................................26-32
Summary........................................................................................................................................................26-35
Managing Escalation: Business Rule Monitor Overview.............................................................................27-1
Lesson 27: Managing Escalation: Business Rule Monitor Overview............................................................27-2
Objectives ......................................................................................................................................................27-3
What Is a Business Rule? ..............................................................................................................................27-4
What Is the Business Rule Monitor? .............................................................................................................27-6
Business Rule Monitor Key Terms................................................................................................................27-7
Business Rules Monitor Data Flow ...............................................................................................................27-8
Business Rule Workbench.............................................................................................................................27-10
Summary........................................................................................................................................................27-14
Managing Escalation: Implement Business Rule Monitor...........................................................................28-1
Lesson 28: Managing Escalation: Implement Business Rule Monitor ..........................................................28-2
Objectives ......................................................................................................................................................28-3
Mandatory Setup Dependencies ....................................................................................................................28-4
Other Setup Modules .....................................................................................................................................28-5
Steps for Implementing Business Rule Monitor............................................................................................28-6
Defining the Business Rule Monitor Workflow Administrator.....................................................................28-7
Case Study .....................................................................................................................................................28-9
Practice Overview: Defining Workflow Users ..............................................................................................28-10
Practice: Defining Workflow Users...............................................................................................................28-11
Practice Solution: Defining Workflow Users ................................................................................................28-12

xiii
Setting the Profile Option ..............................................................................................................................28-13

Setting the Profile Option Instructor Demonstration .....................................................................................28-14
Starting the Four BRM Workflow Background Processes ............................................................................28-15
Starting the Background Processes Instructor Demonstration.......................................................................28-17
Navigating the Business Rule Monitor: The Navigator.................................................................................28-19
Defining a Business Rule ..............................................................................................................................28-20
Defining General Information .......................................................................................................................28-21
Defining Workflow and Workflow Attributes Information...........................................................................28-23
Workflow Attributes: Resource Types for a Document Owner.....................................................................28-25
Defining Condition for a Rule .......................................................................................................................28-27
Case Study .....................................................................................................................................................28-28
Practice Overview: Defining a Business Rule ...............................................................................................28-29
Practice: Defining a Business Rule................................................................................................................28-30
Practice Solution: Defining a Business Rule .................................................................................................28-31
Enabling a Business Rule ..............................................................................................................................28-34
Practice Overview: Searching and Enabling a Business Rule .......................................................................28-36
Practice: Searching and Enabling a Business Rule........................................................................................28-37
Practice Solution: Searching and Enabling a Business Rule .........................................................................28-38
Verifying the Resources in an Escalation Territory.......................................................................................28-40
Starting the Business Rule Monitor ...............................................................................................................28-41
Business Rule Monitor Functionality ............................................................................................................28-42
Starting the Business Rule Monitor Instructor Demonstration ......................................................................28-44
Viewing Workflow Notifications ..................................................................................................................28-45
Setting User Preferences................................................................................................................................28-46
Customizing Your Personal Homepage: Creating the My Page Tab.............................................................28-47
Customizing Your Personal Homepage: Editing My Page............................................................................28-49
Practice Overview: Setting the User Preferences and Personal Homepage...................................................28-51
Practice: Setting the User Preferences and Personal Homepage ...................................................................28-52
Practice Solution: Setting the User Preferences and Personal Homepage .....................................................28-53
Viewing Workflow Notifications ..................................................................................................................28-57
Practice Overview: Viewing Workflow Notifications...................................................................................28-59
Practice: Viewing Workflow Notifications ...................................................................................................28-60
Practice Solution: Viewing Workflow Notifications .....................................................................................28-61
Summary........................................................................................................................................................28-63
Interaction History Overview.........................................................................................................................29-1
Lesson 29: Interaction History Overview......................................................................................................29-2
Objectives ......................................................................................................................................................29-3
What Are Interactions? ..................................................................................................................................29-4
Interaction History Key Terms ......................................................................................................................29-5
Interactions and Interaction History ..............................................................................................................29-7
What Are Media and Media Items?...............................................................................................................29-9
What Are Activities? .....................................................................................................................................29-10
Interactions, Activities, and Media Items ......................................................................................................29-11
Interaction History.........................................................................................................................................29-12
Summary........................................................................................................................................................29-18
Use Interaction History ...................................................................................................................................30-1
Lesson 30: Use Interaction History ...............................................................................................................30-2
Objectives ......................................................................................................................................................30-3
Accessing Interaction History........................................................................................................................30-4
Create Interaction Information ......................................................................................................................30-5
Practice Overview: Entering a Service Request ............................................................................................30-6
Practice: Entering a Service Request .............................................................................................................30-7
Practice Solution: Entering a Service Request...............................................................................................30-8

xiv
Interaction Notes............................................................................................................................................30-12
HTML-Based Interaction History..................................................................................................................30-13
Interaction Tab: Interaction Filtering Criteria................................................................................................30-14
View Interactions...........................................................................................................................................30-15
Activity Tab: Search and View Activities .....................................................................................................30-17
Practice Overview: Viewing Interaction Information....................................................................................30-18
Practice: Viewing Interaction Information ....................................................................................................30-19
Practice Solution: Viewing Interaction Information......................................................................................30-20
Summary........................................................................................................................................................30-21
Implement Interaction History.......................................................................................................................31-1
Lesson 31: Implement Interaction History ....................................................................................................31-2
Objectives ......................................................................................................................................................31-3
Implementing Interaction History..................................................................................................................31-5
Steps for Implementing Interaction History ..................................................................................................31-7
Accessing the HTML Setup Window............................................................................................................31-10
HTML Setup Tabs .........................................................................................................................................31-11
Defining Outcomes........................................................................................................................................31-12
Defining Results ............................................................................................................................................31-14
Defining Reasons...........................................................................................................................................31-16
Case Study .....................................................................................................................................................31-17
Practice Overview: Defining Outcomes, Results and Reasons......................................................................31-18
Practice: Defining Outcomes, Results, and Reasons .....................................................................................31-19
Practice Solution: Defining Outcomes, Results, and Reasons.......................................................................31-21
Pairing Outcomes and Results .......................................................................................................................31-27
Pairing Results and Reasons..........................................................................................................................31-29
Practice Overview: Pairing Outcome-Result and Result-Reason Codes .......................................................31-30
Practice: Pairing Outcome-Result and Result-Reason Codes........................................................................31-31
Practice Solution: Pairing Outcome-Result and Result-Reason Codes .........................................................31-32
Defining Action Items ...................................................................................................................................31-34
Defining Actions............................................................................................................................................31-35
Defining Wrap Ups........................................................................................................................................31-36
Practice Overview: Defining Action Items, Actions, and Wrap Ups ............................................................31-38
Practice: Defining Action Items, Actions, and Wrap Ups .............................................................................31-39
Practice Solution: Defining Action Items, Actions, and Wrap Ups...............................................................31-40
Importing Mass Data .....................................................................................................................................31-43
Additional Setup Information: Interaction History Public APIs....................................................................31-45
Summary........................................................................................................................................................31-48
1-to-1 Fulfillment Overview............................................................................................................................32-1
Lesson 32: 1-to-1 Fulfillment Overview .......................................................................................................32-2
Objectives ......................................................................................................................................................32-3
What Is 1-to-1 Fulfillment? ...........................................................................................................................32-4
1-to-1 Fulfillment Functionality ....................................................................................................................32-5
1-to-1 Fulfillment Key Terms........................................................................................................................32-6
Summary........................................................................................................................................................32-13
Use 1-to-1 Fulfillment......................................................................................................................................33-1
Lesson 33: Use 1-to-1 Fulfillment ................................................................................................................33-2
Objectives ......................................................................................................................................................33-3
Accessing the Fulfillment Administration Console .......................................................................................33-4
Using 1-to-1 Fulfillment: Sending Fulfillment Requests...............................................................................33-6
Using 1-to-1 Fulfillment ................................................................................................................................33-8

xv
Viewing Fulfillment Requests .......................................................................................................................33-9

Viewing Fulfillment Request History............................................................................................................33-11
Practice Overview: Viewing Request Status and History Information..........................................................33-13
Practice: Viewing Request Status and History Information ..........................................................................33-14
Practice Solution: Viewing Request Status and History Information ............................................................33-15
Summary........................................................................................................................................................33-17
Implement 1-to-1 Fulfillment..........................................................................................................................34-1
Lesson 34: Implement 1-to-1 Fulfillment......................................................................................................34-2
Objectives ......................................................................................................................................................34-3
1-to-1 Fulfillment Operation Data Flow........................................................................................................34-4
Implementation Phases ..................................................................................................................................34-7
Implementation Steps for Phase I: Defining the Fulfillment Server..............................................................34-9
Creating Fulfillment Administrators..............................................................................................................34-11
Steps for Creating Fulfillment Administrators ..............................................................................................34-12
Creating a New User......................................................................................................................................34-13
Assigning the JTF_FM_ADMIN Role ..........................................................................................................34-15
Assigning Responsibility to the User.............................................................................................................34-16
Obtaining the Application and Responsibility IDs (Optional).......................................................................34-17
Setting the Default Responsibility and Application IDs................................................................................34-18
Case Study .....................................................................................................................................................34-19
Practice Overview: Creating Fulfillment Administrator Users......................................................................34-20
Practice: Creating Fulfillment Administrator Users ......................................................................................34-21
Practice Solution: Creating Fulfillment Administrator Users........................................................................34-22
Defining Servers and Agent Groups..............................................................................................................34-29
Steps for Defining Servers and Agent Groups...............................................................................................34-31
Fulfillment Administration Console ..............................................................................................................34-32
Defining Fulfillment Servers .........................................................................................................................34-33
Associating the Fulfillment Server With E-Mail Servers ..............................................................................34-35
Creating Agent Groups..................................................................................................................................34-37
Assigning Agent Groups to Fulfillment and E-Mail Servers.........................................................................34-38
Practice Overview: Creating Fulfillment and E-Mail Servers .......................................................................34-40
Practice: Creating Fulfillment and E-Mail Servers........................................................................................34-41
Practice Solution: Creating Fulfillment and E-Mail Servers .........................................................................34-42
Creating and Uploading Master Documents..................................................................................................34-48
Practice Overview: Creating and Uploading Master Documents ..................................................................34-50
Practice: Creating and Uploading Master Documents...................................................................................34-51
Practice Solution: Creating and Uploading Master Documents ....................................................................34-52
Creating Templates........................................................................................................................................34-55
Practice Overview: Creating Templates ........................................................................................................34-57
Practice: Creating Templates.........................................................................................................................34-58
Practice Solution: Creating Templates ..........................................................................................................34-59
Associating a Template With Master Documents (Optional) ........................................................................34-61
Practice Overview: Associating a Template With Master Documents ..........................................................34-62
Practice: Associating a Template With Master Documents...........................................................................34-63
Practice Solution: Associating a Template With Master Documents ............................................................34-64
Implementation Steps for Phase II: Starting the Fulfillment Server ..............................................................34-67
Starting the Fulfillment Server ......................................................................................................................34-68
Remote Command Operation ........................................................................................................................34-72
Implementation Steps for Phase II: Starting the Fulfillment Server ..............................................................34-73

xvi

Implementation Phase III: Configuring Other CRM Applications ................................................................34-77
Managing 1-to-1 Fulfillment .........................................................................................................................34-78
Creating a Query............................................................................................................................................34-79
Practice Overview: Creating a Query ............................................................................................................34-81
Practice: Creating a Query.............................................................................................................................34-82
Practice Solution: Creating a Query ..............................................................................................................34-83
Generating Datasource Files..........................................................................................................................34-84
Downloading the Datasource Files ................................................................................................................34-85
Practice Overview: Creating and Downloading a Datasource File................................................................34-86
Practice: Creating and Downloading a Datasource File ................................................................................34-87
Practice Solution: Creating and Downloading a Datasource File..................................................................34-88
Merging Datasource Files with Master Documents.......................................................................................34-89
Additional Setup Information: 1-to-1 Fulfillment Public APIs .....................................................................34-91
Summary........................................................................................................................................................34-92
Course Summary ...........................................................................................................................................34-93

xvii

11i Use and Implement CRM Application Foundation: D12126GC20 Edition 2.0 June 2002 D34858

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11i Use and Implement CRM Application Foundation Table of Contents

Maintaining Personal Information .................................................................................................................4-11

11i Use and Implement CRM Application Foundation Table of Contents

Defining Groups ............................................................................................................................................5-47

11i Use and Implement CRM Application Foundation Table of Contents

Practice Solution: Fill-in-the-Blanks .............................................................................................................6-16

11i Use and Implement CRM Application Foundation Table of Contents

Practice: Creating a Territory ........................................................................................................................8-58

11i Use and Implement CRM Application Foundation Table of Contents

Accessing the Calendar Module ....................................................................................................................9-13

11i Use and Implement CRM Application Foundation Table of Contents

Working with Group Calendars.....................................................................................................................10-84

11i Use and Implement CRM Application Foundation Table of Contents

Practice Solution: Defining New Calendars ..................................................................................................13-9

11i Use and Implement CRM Application Foundation Table of Contents

Practice Overview: Adding Attachments and Notes to a Task ......................................................................15-50

11i Use and Implement CRM Application Foundation Table of Contents

Mapping Task References to a Source ..........................................................................................................16-39

11i Use and Implement CRM Application Foundation Table of Contents

11i Use and Implement CRM Application Foundation Table of Contents

Steps for Implementing Assignment Manager ..............................................................................................22-4

11i Use and Implement CRM Application Foundation Table of Contents

11i Use and Implement CRM Application Foundation Table of Contents

Setting the Profile Option ..............................................................................................................................28-13

11i Use and Implement CRM Application Foundation Table of Contents

11i Use and Implement CRM Application Foundation Table of Contents

Viewing Fulfillment Requests .......................................................................................................................33-9

11i Use and Implement CRM Application Foundation Table of Contents

Implementation Phases ..................................................................................................................................34-76

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11i Use and Implement CRM Application Foundation Table of Contents

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