How to setup and use Service Contracts Renewal Portal

Overview

Renewing service contracts is an important part of any service business. Each contract up for
renewal represents an opportunity for revenue that should be easier to obtain than a new sale.
Oracle offers Electronic Renewal process, in which a renewed contract gets created in Entered
status and a notification is send to both the Renewal Rep and the customer. The customer
receives an e-mail notification with a username and password, as well as a link to a web page.
Customers can review the quote and accept, reject, or request changes to the contract renewal
from this web page. This post will briefly cover steps required to setup and use Oracle Service
Contract Electronic Renewal Portal.
Step 1: Prerequisite setups
Create Process Definition for Renewals

A process may be either an Oracle Workflow process or procedure, either packaged or

standalone. This Process Definition can be invoked by either: an outcome, a function, a quality

assurance checklist, auto numbering, a change request process, or to approve or renew. Oracle
has already provided few seeded Process Definitions like Service Contracts Renewal Outcome.
Create Independent Condition for the Renewal

You can set up independent conditions that must be met before an outcome, in this case Contract
Renewal is processed for an event. Oracle has defined seeded Independent Condition like
Contracts Auto Renewal Condition which is linked to process definition Contract Renewal.
Verify Global Defaults

Renewal and pricing attributes are maintained in the individual contracts. If renewal options are
not specified in contract then the renewal and pricing attributes are retrieved from the renewal
event or from the global defaults. Service Contract Global Defaults provides a placeholder to
capture several Renewal and Pricing attributes such as

Renewal Renewal Process, Approval, Layout Template, Grace duration etc.

Online Acceptance Process Payment Methods, Payment Terms, Help Desk

etc.

Pricing/ Billing Pricing Method, UOM, Period etc.

Email Templates

Oracle Service Contracts integrates with Oracle XML Publisher to create and enable templates
for personalized e-mail communications with customers. Electronic Renewal Process uses
following email templates

An initial renewal notification Cover Letter

One or more reminder or cancellation notices

The PDF attachment sent with all of the above e-mails Quote Letter

Step 2: Renew Contract

Renew Contract

Contracts can be renewed by running Date Assembler or manually. In this case, we will manually
renew a specific contract. Once contract is successfully renewed Oracle will create a Renewal
Quote, a new contract in Entered status. Negotiation status of this contract will be Pending
Publication.

background Processing

Schedule workflow background process for item type OKS Contract Process to run frequently.
In R12, Oracle has introduced a new feature of tracking the entire contract lifecycle with a
workflow, and it is mandatory to run the workflow background process to initiate the QA check
and contract approval process. After successful QA check system will send an email notification
to the customer along with user name, password and login URL. FND user account will
automatically get created for the Quote-To Contact person and Application will assign Service
Contracts Electronic Renewals responsibility to this user account.

Step 3: Renewal Quote Review and Negotiation

Login to Electronic Renewal Portal

Login to Electronic Renewal Portal using user account and password received in an email.
Customer Acceptance Portal home page captures all pending Service Contracts which are up for
Renewal. Using home page, customer can quickly download PDF copy of the Renewal Quote.

Review Renewal Quote

Click on the Accept button to see further Quote Details.Quote Renewal Details page captures
following information

Contract Details Contract#, Duration, Effectively dates, Tax, Total Amount

Customer Contact Contact name, email, address etc.

Payment Details Payment Type, PO#, Credit Card details etc.

Attached Documents

Request Further Assistance

Click on the Request Assistance button to get in touch with Renewal Representative. This page
allows customers to send an email notification to the Renewal Rep.

Renewal Rep can act on this notification using Administrator Workbench.

Administrator Workbench

The Administrator Workbench enables Renewal Reps, managers, and contract administrators to
track
progress
of
workloads
and
initiate
follow
up
actions
on
contracts under negotiation. Renewal Reps may have several open quotes in various stages of
negotiation. These open quotes may be undergoing revisions, awaiting approvals for special
terms, or with customers for review. The Administrator Workbench informs users of what is
currently in their queue.
The Administrator Workbench offers following features

Quick Search

Notification Provides a list of open notifications that require attention of

Renewal Rep

Offers a list of views for open service contract like All In Process Contracts,
Follow Up Actions, Pending Internal Approval, Pending Salesrep
Assistance etc.

Accept Renewal Quote

After completion of negotiation cycle, customer can login to Renewal Portal to approve the
Renewal Quote. Customer can select appropriate payment type, upload required document and
review contract terms/ acceptance clause before approving Renewal Quote.

Customer will receive an email confirmation of Quote Acceptance.

Step 4: Activate Renewed Contract

Submit for Approval

Upon acceptance, contracts negotiation status will be updated to Quote Accepted. Based on
the approval type, system will either trigger an approval process or will notify Renewal Rep to
submit Service Contract for approval before activating Service Contract.

QA Check and Activation

System will perform a QA check before submitting it for final approval. Contract Negotiation
Status will be updated to Pending Internal Approval. An email notification will be send to
Contract Administrator for final approval.

Upon final approval, contract status will get updated to Active.

Customer will receive an email notification of the same.