AIM

BR.030 BUSINESS REQUIREMENTS

CRM FOR LOCAL GOVERNMENT
MAPPING CORE/PLUS

Author:

R Giles

Creation Date:

1st May 2002

Last Updated:

6th September 2002

Document Ref:

PS/<Council Short Name>/<Project Code>/__/__

Version:

Version 2

Approvals:
<Approver 1>
<Approver 2>

BR.030 Business Requirements

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Document Control
Change Record
1

Date

Author

Version

Change Reference

1/5/2002
24/5/2002
06/09/02

R Giles
R Giles
C Jordan

Draft 1a
Draft 1b
Version 2

No Previous Document
Changes to Questionnaire
Internal review

Reviewers

Name

Position

Simon Shears
Nic Wood
Carolyn Jordan
Richard Macinnes-Manby

Distribution

Copy No.

Name

Location

1
2
3
4

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Project Library
Project Manager

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File Ref: 198856818.doc

(v. Version 2 )

Oracle Applications Core/Plus Functionality

BR.030 Business Requirements

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Contents

Document Control......................................................................................................................ii
Oracle Applications Core/Plus Functionality.............................................................................1

File Ref: 198856818.doc

(v. Version 2 )

Oracle Applications Core/Plus Functionality

Oracle Applications Core/Plus Functionality

To ensure the principal business objectives are met, it is critical to define the scope of a
project. This document uses the following terms to describe the features and functionality
included within the scope of the CRM for Local Government offering:
Core Functionality
Includes Application functionality delivered by CRM for Local Government.
Typically this includes the minimum features necessary to use the Application.
Plus Functionality
Includes additional functionality that is standard in the base Application but is not
necessary to use or enable during an initial implementation of the product(s). Plus
functionality is typically implemented in a separate consulting engagement once
the Core options have been enabled and tested.
In-Scope
It is possible in a CRM for Local Government approach to include Plus items based
on specific business requirements. This identifies those pieces of Core and Plus
functionality that will be implemented for a particular customer.
Pre-Seeded Data
CRM for Local Government templates include pre-seeded data for certain
Application functionality. Pre-seeded data allows for a rapid implementation time
frame. An example of pre-seeded data within CRM for Local Government is a
spreadsheet of Local Government Service Requests and their allowable attributes.
Advantage Pack
A grouping of functionality or additional modules that can be implemented during
or subsequent to a CRM for Local Government engagement. An example of an
Advantage Pack for CRM is Customer Intelligence. This offering can be
purchased with CRM for Local Government or it can be implemented after the
initial phase.

Feature

Functionality

Core vs.
Plus

In-Scope () PreSeeded
Data ()

System Set-up

Minimum Oracle Human Resources set-up.

Minimum Oracle General Ledger set-up.
Minimum Oracle ERP set-up.

Core
Core
Core

Contact Centre Forms Configuration

Definition of Contact Centre forms layout using Folder

Plus
technology
Definition of Contact Centre forms layout using Metadata
Plus
technology
Definition of contents of Customer Workbench and Customer Core
Profile using seeded SQL
Plus
Definition of
contents of
Customer
Workbench and
Customer Profile
using custom created
SQL

Trading Community Architecture (TCA)

Provision of TCA
defining structure of
Streets, Addresses,
Locations, Persons,
Organisations and
the Relationships
between them.
Provision of Application Programmable Interfaces (API) to
import TCA data from one external Property and People
source.
Provision of workflow to match people with addresses, set
relationships and report matching failures.

Core

Core

Core

Advantage
Pack ()

Feature

Functionality

Relationship Management

Manually maintain List of Relationships and their reciprocals Plus

Manually maintain Relationships between Persons,
Core
Addresses, Locations etc.
View all Relationships for selected Persons, Addresses,
Core
Locations etc.

Contact Details Management

Interaction History Management

Service Request Management

Task Management

Assignment Management

Escalation Management

Core vs.
Plus

In-Scope () PreSeeded
Data ()

Manually maintain Customer and Organisation names,

addresses and address history
Manually maintain Customer Contact methods and details
Search for Customers by name, address, post code, phone
number
Search for Addresses by address, post code, phone number

Core

Core
Core

Core

Provision of seeded schedule of Local Government

Interaction Reasons, Outcomes and Results and use of data
loader to create default values for Interaction Wrap Up
Process
Manually create and maintain Interaction Reasons, Outcomes
and Results
Via Call Wrap -up, create categorised Interaction History
record for each interaction.
View Interaction History by Customer, Agent, Date Range,
Type
Use Oracle Reporting Tool to create customised Interaction
Reports
View Interaction Activities by Interaction
Drill down to Service Requests from Interaction History.

Core

Use seeded spreadsheet of Local Government Service

Request Types and associated attributes and allowable
values, together with seeded data loader to define and set up
to 40 Service Request Types
Manually define Service Request Types and Attributes
Via seeded workflow, create Local Authority Service
Requests collecting pre determined attribute data and default
Service Request owner.
Via seeded workflow, assign pre-determined Tasks to Service
Requests
Via seeded workflow, notify Service Request creation to
assigned employee.
Via Universal Workflow, notify Service Request to Assigned
employee
Via seeded workflow E-mail Service request details to
selected e-mail users
View and print Service Request details using multiple search
criteria
Use Oracle Reporting Tool to create customised Service
Request Reports
Manually update, amend and close Service Requests

Core

Use of Data Loader to set up Task Types

Manually define Task Types ,Statuses, Priorities,
Manually group tasks into Task Templates
Via seeded workflow, automatically create Tasks when
creating Service requests
Create Tasks via use of Task Template
Manually create One Example Task
Via seeded workflow, notify Task creation to assigned
employee.
Via Universal Workflow, notify Task to Assigned employee
View and print Task details using multiple search criteria
Use Oracle Reporting Tool to create customised Task
Reports
Manually update, amend and close Tasks

Plus
Plus
Plus
Plus

Manually assign and re-assign One Example Task to

Employee and Employee Group resources
Manually define the One Example Task start and end date
and times
Manually review the One Example task progress

Core

Core

Core

Plus
Core

Core

Plus
Core
Core

Plus
Core

Plus
Core

Core

Core

Core

Plus
Core

Plus
Core
Plus

Plus
Plus
Plus
Plus

Automatically escalate Service Requests and Tasks based on Plus

seeded SQL

Advantage
Pack ()

Feature

Functionality

Core vs.
Plus

Automatically escalate Service Requests and Tasks based on

customised SQL
Based on seeded SQL, configure Workbench tab to display
pre-determined information about a person or an
organisation.
Create customised SQL to enable display of non-standard
data in Workbench
Drill down to detail of Service Requests and Tasks from the
Workbench

Plus

Based on seeded SQL configure Profile and Traffic Lights

to display selected data about a customer
Create customised SQL to enable display of non-standard
data in customer Profile

Plus

Notes Management

Manually define Note Types and Map them to the Contact

Centre, Service Requests, and Tasks

Plus

Knowledge Management

Use seeded Script to assist navigation from CRM Contact

Centre to Local Authoritys A to Z of Council Information
for One Example Service area
Use data collected via Service requests to build base of data
to assist identification of the solutions to frequently
encountered problems.
Import Knowledge data into CRM from external systems

Core

System Administration

Mange System User Setup

Manage Menus and Responsibilities
Assign Responsibilities to System Users
Maintain System Profiles and Options

Core
Core
Core
Core

Oracle Applications System Integration

Oracle Customer Intelligence

Service Intelligence
Oracle iSupport
Oracle iPay
Oracle Contracts
Oracle Field Service
Use Oracle tools to create single or bi-directional interfaces
between CRM and back office systems
Use Oracle tools to update CRM and back office systems
from data entered into either
Use Oracle tools to view, within CRM, pre-selected data from
back office systems

Plus
Plus
Plus
Plus
Plus
Plus
Plus

Workbench Configuration

Customer Profile Configuration

External System Integration

Core

In-Scope () PreSeeded
Data ()

Plus
Core

Plus

Plus
Plus

Plus
Plus

Advantage
Pack ()