Académique Documents
Professionnel Documents
Culture Documents
Summary of Release Features ......................................................................... 4 Access Control.................................................................................................. 6 Team Role Customization for Custom Objects 1, 2, and 3 ............................ 6 Book Support for Additional Record Types ................................................... 6 Analytics ........................................................................................................... 7 Enhanced Usage and Performance Tracking ................................................ 7 Opportunity Team Reporting ......................................................................... 7 Enhanced Sales Force Automation ................................................................... 8 Opportunity Hierarchy ................................................................................... 8 Activity Lists .................................................................................................. 9 Custom Object and Book of Business Support for Business Planning .......... 9 Enterprise SaaS.............................................................................................. 10 Allotment Management ............................................................................... 10 Usage Monitoring ........................................................................................ 10 Extensibility..................................................................................................... 11 Client Side Extensions ................................................................................ 11 Dynamic Layouts ........................................................................................ 11 Industry Solutions - Automotive ...................................................................... 12 Service Request Related Items for Vehicles ............................................... 12 Vehicle on Service Request ........................................................................ 12 Dealer Addresses ....................................................................................... 13 Service Request Dealer Contact Relationship............................................. 13 Book of Business Support for Vehicles ....................................................... 13 Vehicle on Service Request Historical Analytics ......................................... 13 Industry Solutions - Financial Services ........................................................... 13 Book Support for Financial Accounts and Financial Plans........................... 13 Industry Solutions Insurance ........................................................................ 14
Enhancement to Policy Object .................................................................... 14 Industry Solutions Life Sciences .................................................................. 16 Life Sciences Offline Client ......................................................................... 16 Mass Creation of Planned Calls .................................................................. 16 New Assessment Type ............................................................................... 17 Additional Enhancements ........................................................................... 17 Book of Business Support for Samples ....................................................... 17 Integration....................................................................................................... 17 Expanded Web Services Object Coverage ................................................. 17 Web Services Primary Address Dynamic Mapping ..................................... 18 Web Services Named Search Support ........................................................ 18 Administrative Services API Enhancements ............................................... 18 New Data Load Attribute ............................................................................. 19 Mobile and Desktop ........................................................................................ 19 Oracle CRM On Demand Desktop .............................................................. 19 Apple iPad Support ..................................................................................... 20 Security .......................................................................................................... 20 Audit Trail ................................................................................................... 20 Maximum Session Duration ........................................................................ 21 Concurrent Session Limit Options ............................................................... 21 Enable IFRAME Embedding ....................................................................... 21 Usability .......................................................................................................... 22 Ability to Hide and Show the Action Bar ...................................................... 22 Ability to Count Records in a List ................................................................ 22 Warning Messages During Advanced Search Configuration ....................... 22 First, Next, Previous, and Last List Page Navigation ................................... 22 Improved List Performance ......................................................................... 22
Enhanced Targeted Search ........................................................................ 23 Client Downloads ............................................................................................ 23 Training and Support Center ........................................................................... 24 Quick Links ................................................................................................. 24 Search ........................................................................................................ 25 Access ........................................................................................................ 25 Additional Resources ...................................................................................... 25 Online Help ................................................................................................. 25 On Demand Documentation on OTN .......................................................... 25 Contact Customer Care .............................................................................. 25
Access Control Team Role support for Custom Objects 1, 2, and 3 Book Support for Additional Record Types Analytics Enhanced Usage and Performance Tracking Opportunity Team Reporting Enhanced Sales Force Automation Opportunity Hierarchy Activity Lists Custom Object and Book of Business Support for Business Planning Enterprise SaaS Allotment Management Usage Monitoring Extensibility Client Side Extensions Dynamic Layouts Workflow Event Name Industry Solutions - Automotive Service Request Related Items for Vehicles Vehicle on Service Request Dealer Addresses Book of Business Support for Vehicles Service Request Dealer Contact relationship Vehicle on Service Request Historical Analytics Industry Solutions - Financial Services Book Support for Financial Accounts and Financial Plans Industry Solutions Insurance Enhancement to Policy Object Industry Solutions Life Sciences
FEATURE
Life Science Offline Client Mass Creation of Planned Calls New Assessment Type Book of Business Support for Samples Integration Expanded Web Services Object Coverage Web Services Named Search Support Administrative Services API Enhancements New Data Load Attribute CRM On Demand to E-Business Suite Process Integration Pack Mobile and Desktop Oracle CRM On Demand Desktop Apple iPad Support Security Audit Trail Maximum Session Duration Concurrent Session Limit Options Enable IFRAME Embedding Usability Ability to Hide and Show the Action Bar Ability to Count Records in a List Warning Messages During Advanced Search Configuration First, Next, Previous, and Last List Page Navigation Improved List Performance Enhanced Targeted Search Client Downloads Oracle Offline On Demand Oracle Outlook Email Integration On Demand Oracle CRM On Demand Integration for Microsoft Office Oracle PIM Sync On Demand Oracle Notes Email Integration On Demand
Access Control
Oracle CRM On Demand provides advanced data access control that allows you to secure and share data to support a diverse range of data access models. The various access control models available in Oracle CRM On Demand are a combination of role-based access control, and discretionary access control like books, teams, groups and delegation that work in conjunction with each other.
Financial Account Financial Plan Business Plan Objective Vehicle Allocations Sample Lot Sample Transaction Inventory Period Inventory Audit Report
For steps to enable books refer to the following topics under Book Management in online help: Adding Books to Record Detail Page Layouts and Assigning Records to Books.
Analytics
CRM On Demand includes a fully interactive analytics solution that lets you gain deep insight into your business. By combining real-time and historical reports (pre-built and ad-hoc) as well as customizable dashboards, CRM On Demand is the only CRM solution that delivers actionable insight at the speed of business.
The Usage Tracking privilege, first introduced in Release 18, also controls access to the enhanced usage and performance tracking information in Release 19, so no additional setup is needed. User roles with the Usage Tracking privilege will have access to the expanded Usage Tracking Analysis subject area as well as the two new prebuilt usage and performance tracking reports. However, you will not see any data in these reports until the first usage tracking incremental ETL is completed, after the Release 19 upgrade. The usage tracking incremental ETL is scheduled to run once per week, on the weekend. In addition, you will need to wait for the usage data to accumulate in the application before you can begin to use it for meaningful analysis.
Create a new Opportunity Related Information layout for Sub-Opportunities. (Admin > Application Customization > Opportunity > Opportunity Related Information Layout.) Create a new or modify an existing Opportunity Page layout, add the new Parent Opportunity fields (Step 3), set the new Sub-Opportunities Related Information section to display (Step 4), and then select the new layout for Sub-Opportunities (Step 5). (Admin > Application Customization > Opportunity > Opportunity Page Layout.) Modify the role(s) and select the appropriate Opportunity Page Layout that contains the Sub-Opportunities section. (Admin > User Management and Access Control > Role Management.) Update the access profiles to give access to the Sub-Opportunities related information for Opportunity records. (Admin > User Management and Access Control > Access Profiles.)
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Three new fields are available on the Application Customization pages for general use in the Oracle CRM On Demand application: Parent Opportunity, Parent Opportunity Id, and Parent Opportunity External Unique Id. If you delete a parent opportunity that has related sub-opportunities, the association between the parent and child records is cleared, but the child opportunities remain as active records. The Parent Opportunity External Unique ID field remains populated for the child opportunity record, in case the parent opportunity is later restored from the Deleted Items page. If you associate a child opportunity with a new parent opportunity record, the Parent Opportunity ID, Parent Opportunity, and Parent Opportunity External Unique ID fields are populated with the values for the new parent. If the original parent record is restored, it is not re-associated to the child record. If a single child opportunity is deleted, the parent opportunity and any additional child opportunities remain as active records, and the deleted child opportunity moves to the Deleted Items page. The deleted child opportunity no longer displays in the Sub-Opportunities related information list for the parent opportunity, but the Parent Opportunity Id, Parent Opportunity, and Parent Opportunity External Unique ID field values remain populated on the deleted child opportunity record. For additional information on setting up opportunity hierarchies please refer to the CRM On Demand Online Help.
Activity Lists
The following standard activity list filters have been changed to improve performance:
List Open Activities Previous Filter Tasks with any status except Completed that are assigned to you Future appointments that are assigned to you Tasks that you created and assigned to other users that have a status of Completed Tasks that you created and assigned to other users that have any status except Completed Tasks with any status except Completed Tasks with status of Completed All activities tasks and appointments All appointments All tasks New Filter Tasks assigned to you that have a blank completed date or a completed date in the future Future appointments that are assigned to you Tasks that you created and assigned to other users and that have a completed date in the past Tasks that you created and assigned to other users and that have a blank completed date or a completed date in the future Tasks on which the Completed check box is not selected and that are due to be completed in the next 90 days Tasks that have a completed date in the past This list has been removed This list has been removed This list has been removed
Open Tasks
For additional information on working with Activity Lists please refer to the CRM On Demand Online Help.
Go to Admin > Application Customization. Choose the object to which you wish to add Books, for example, Business Plans. Click the Page Layout link and edit the appropriate layout. Go to Step 4: Related Information. Move Books into the Available or Displayed column.
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Go to Admin > User Management and Access Controls > Access Profiles. Click the link to edit the appropriate access profile. Go to Step 2: Specify Access Levels. Click the Related Information link for the record type on which you are working, for example, Business Plans. Set the appropriate access level for Books, for example, Full. Set the access level for Objectives, Plan Accounts, Plan Opportunities, and Plan Contacts from View to Inherit Primary. Click Finish.
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Enterprise SaaS
Oracle CRM On Demand is designed to meet the performance, security and reliability requirements of the most demanding enterprises. To better match customer needs, Oracle offers four deployment options for CRM On Demand: Multi-Tenant, Single-Tenant Standard Edition, Single-Tenant Enterprise Edition, and @customer.
Allotment Management
Release 19 allows you to view the service allotments for your companys instance. The various allotments that you can view are: file allotment, record allotment, and Web service allotments (bandwidth, transaction, and concurrent requests). You can proactively manage your allotments by configuring email alerts based on allocation thresholds (for example, send an email when the record allocation for your companys instance reaches 90%). New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available for you to understand your utilization versus your allotments. If you are exceeding your allotments, we will work with you determine how and when you will conform to the service allotments. Conformance may involve optimizing your implementation or the purchase of additional capacity.
Usage Monitoring
In Release 19, you will be able to monitor the usage of files, records, and Web services utilization allotments for your companys instance via the CRM On Demand Administration pages. Administrators can be alerted via email when their usage reaches a specified level (e.g. when the record usage allotments for their companys instance has reached x records). This allows you to control your usage and ensure you stay within your allotments. New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available to you to understand your utilization vs. your allotments. If you are exceeding your allotments, we will work with you determine how and when you will conform to the service allotments. Conformance may involve implementation optimization or the purchase of additional capacity.
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Extensibility
The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily administer, customize and extend CRM On Demand.
Navigate to Admin > User Management and Access Controls > Role Management. Edit the role you wish to have permission to upload a Client Side Extension. Under Step 4 (Privileges), add the Customization|Upload Client Side Extensions privilege. Click Finish. Users with the edited role have to sign out and sign back in for the change to take effect. Navigate to Admin > Application Customization > Client Side Extensions to upload files.
While maximum file upload is 20MB, keeping all uploaded files as small as possible will help ensure the best performance. All uploaded files count towards the space available as part of your subscription. Please note that Oracle CRM On Demand Customer Care does not have access to any component of Client Side Extensions, including uploaded files or the content contained within those files, images, or locations to which Client Side Extensions are referenced, including custom Web tabs, custom Web applets, and global Web applets. Therefore, the author of the Client Side Extension is responsible for maintaining and supporting the extensions.
For additional information regarding Client Side Extensions, please refer to the CRM On Demand Online Help.
Dynamic Layouts
In Release 19, dynamic layout functionality has been extended across all custom objects, as well as the following objects:
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Sample Transaction Inventory Audit Report Allocation Messaging Plan MedEd Event
This allows you to streamline page layouts, showing users the most relevant information needed to complete their tasks.
Steps to enable Dynamic Layouts 1. 2. 3.
Navigate to Admin > Application Customization > [Object] > [Object] Dynamic Layout. Create a new layout or edit an existing layout as you would on any other object. Assign the dynamic layout to the appropriate roles via the Role Management wizard.
For additional details about dynamic layouts refer to the following online help topic: Specifying Dynamic Page Layouts.
Create a new Service Request Related Information Layout page for Service Requests, if desired. Create a new or modify an existing Vehicle Page layout and set the Service Request Related Information section to display (Step 4), and then select the new layout for Service Requests (Step 5). Modify the role(s) and select the appropriate Vehicle Page Layout that contains the Service Request section. Update the access profiles for the roles to give access to the Service Request related information for Vehicle.
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Within Service Request application customization, add the Vehicle field to the appropriate Service Request page layout, and then assign the layout to the appropriate role. The search layout defined for Vehicle will be used to locate the appropriate vehicle record.
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Dealer Addresses
CRM On Demand Release 19 adds shipping and billing addresses to the Dealer object, and both are searchable. Call center users can now quickly and easily search for specific dealers in a geographic region based on their address when their Dealer IDs are not known. You can add these address fields to Dealer search layouts to provide greater power and flexibility in searches. With these enhancements, you can manage Dealer records completely and separately from Accounts, making them more powerful and usable in managing dealer networks.
Steps to enable Dealer Addresses
Within Dealer application customization, the Account shipping and billing addresses are available to be added to both page and search layouts, which can be assigned to the appropriate roles.
For steps to enable books for Vehicles, refer to the following topics under Book Management in online help: Adding Books to Record Detail Page Layouts and Assigning Records to Books.
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records to books, use workflow to automate book assignment, or use Web services for advanced record to book assignment.
Steps to enable books on additional record types
For steps to enable books for Financial Accounts and Financial Plans, refer to the following topics under Book Management in online help: Adding Books to Record Detail Page Layouts and Assigning Records to Books.
Audit you can now specify which policy fields you want to track when they are modified; Custom object association you can now associate policy objects with all custom objects; Attachment support you can now enable Attachments; Book support you can now enable Book of Business; Dynamic layout support you can now enable dynamic layouts.
Navigate to Admin > Application Customization > Policy > Policy Field Audit Setup. In the Audit Field Setup page, move fields from the Available Fields list to the Audited Fields list, as required. Click Save.
Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or other role that you use). Click Record Type Access (Step 2). Select all three check boxes next to the Custom Object. Click Finish and sign out and sign in again. Navigate to Admin > Application Customization > Policy Page Layout > Related Information. Associate the Custom Object to Policy. Click Finish and sign-out and sign in again. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner Access Profile. Click Specify Access Levels (Step 2). Set the access level for Policy to Read/Edit/Delete.
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Click the Related Information link for the Policy object and set the appropriate access level for the Custom Object. Click Finish.
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Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or other role that you use). Click Record Type Access (Step 2). Select all three check boxes next to Policy Attachment. Click Finish and sign out and sign in again. Navigate to Admin > Application Customization > Policy Page Layout > Related Information. Associate Attachment to Policy and click Finish. Sign-out and sign in again. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner Access Profile. Click Specify Access Levels (Step 2). Click the Related Information link next to the Policy object. (Make sure Policy object has Read/Edit/Delete Access.) Set the appropriate access level for Attachment. Click Finish.
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Make sure that your role includes the Manage Books privilege. Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or other role that you use). Click Record Type Access (Step 2). Select all three check boxes next to Books. Click Finish. Navigate to Admin > Application Customization > Policy Page Layout > Related Information. Associate Books to Policy. Click Finish. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner Access Profile. Click Specify Access Levels (Step 2). Click the Related Information link next to Policy object. (Make sure Policy object has Read/Edit/Delete Access.)
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Set the appropriate access level for Books. Click Finish. Navigate to Admin > Company Administration > Company Profile. Ensure the Enable Books, Enable Workflow, and Display Book Selector check boxes are checked.
Navigate to Admin > Application Customization > Policy > Policy Dynamic Layout. Create a new layout or edit an existing layout for a different line of business. Associate layouts with each of the line of business pick list values. Assign the dynamic layout to the appropriate roles via the Role Management wizard.
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Navigate to the Admin page > User Management and Access Controls. Click the Role Management link and select the role: LS Manager, Primary Care Rep, etc. Go to Step 4 Privileges for the roles for which you wish to enable Mass Call Planning. Enable the Industry Specific: Life Sciences > Calls: Calendar Planned Calls privilege.
Create either a Contact List or Account List with which you wish to work. Be sure that the list length does not exceed 25 entries. From the list page, go to the Menu > Mass Call Planning.
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Select the Day of the Week and the Best Time to Call for each account or contact on the list. Both Day of the Week and Best Time to Call must be selected in order to produce the Planned Call for the account or contact. Click the Finish button and the planned calls will be created by the system and the user will be driven to the Calendar page to review the Planned Calls section.
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Navigate to Admin > Content Management: Assessment Scripts. Follow standard instructions for creating a new Assessment of the Type = Activity Assessment. Note the new property controls on the Assessment page: Remove Comment Box and Response Control fields.
Additional Enhancements
Additional key Release 19 features for the Life Sciences market include:
Companies need to capture unique profile attributes associated with various relationships. The ability to customize and extend the Account-Contact Relationship object is featured in Release 19 as a continuance of the Release 18 work with Account-Account Relationship and Contact-Contact Relationship. To add custom fields to the Account-Contact Relationship object: 1. 2. Navigate to Admin > Application Customization > Account > Account Contact Field Setup. Add or rename fields and then display them in the Account Contact Page Layout as appropriate.
The Product dimension has been added to the Personalized Content Delivery subject area in On Demand Answers so you can use it when creating custom reports.
Integration
The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily integrate CRM On Demand with other applications.
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A new API has been introduced to provide access to Exchange Rate data via Web services. Customers now have the ability to perform queries as well as Insert, Update, and Delete Exchange Rates and Exchange Rate History records. This new API makes it easier than ever to keep Exchange Rate data synchronized between CRM On Demand and other applications and data sources. These enhancements give you more flexibility in your integrations and reduce the need to use the Web services v1.0 API.
Field Management Customized Record Type Picklist Page Layout Field Page Layout Related Information Access Profiles Role Management
The read-only access allows non-administrator users to retrieve the metadata specific to their personal configuration. Additionally, the ability to retrieve the metadata for the CRM On Demand standard configuration has been added.
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Manage CRM data. Manage CRM data and link this data to CRM On Demand records directly in Outlook. The user can manage accounts, contacts, opportunities, leads and activities (appointments and tasks) directly in Outlook. Synchronize data. Perform bidirectional, incremental synchronization between CRM On Demand Desktop and the CRM On Demand application, thus keeping the data in both applications up-to-date and consistent. Work while disconnected. Perform work even when disconnected from the network and bidirectionally synchronize when you are on the network again.
CRM On Demand Desktop bridges the gap between how you work and your enterprise applications by giving you convenient access to your key CRM data, thus increasing user adoption and productivity, with minimal training costs. Oracle CRM On Demand Desktop is licensed separately from CRM On Demand. CRM On Demand Desktop will be available for single tenant deployments.
Steps to enable Oracle CRM On Demand Desktop 1.
Once CRM On Demand Desktop has been purchased, Customer Care will enable the appropriate licenses purchased and the privilege to manage CRM On Demand Desktop. Navigate to the Admin page > User Management and Access Controls. Click the Role Management link and edit the role that you wish to have enabled for Oracle CRM On Demand Desktop. Go to Step 4 Privileges for the role. Select the Enable CRM Desktop Access privilege.
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CRM Desktop has been certified with Microsoft Outlook 2007 and 2010. You must have an offline data store enabled to store CRM On Demand data. Once a role has been activated to download CRM Desktop, the number of licenses available will be decremented by the number of users associated to that role.
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Administrator specific configuration documentation will be available upon Release 19 availability. Distribution of custom configurations for CRM On Demand Desktop is done by role.
Refer to the client end user help for further information about the client capabilities.
Security
Audit Trail
Audit Trail has been enhanced in Release 19 to allow auditing of the creation, deletion and restoration of auditable record types. For example, if you created an Opportunity record, you would see a record in the audit trail that indicates that the record was created. Additionally, a new Master Audit Table has been added. This allows you, as a privileged administrator, to view all audit trail changes across all objects on a single page. This new master table shows field level audits as well as the new creation, deletion and restoration audits. Auditing has been enhanced to include auditing of User records. A set of fields are defined to be audited by default; however, a company administrator can modify and define other sets of fields to be audited based on the needs of your business. Finally, auditing has been extended to import requests via the Import Wizard or Oracle Bulk Loader On Demand. By default, auditing is enabled for these requests and can be disabled; however, User record import auditing cannot be disabled.
Steps to toggle auditing of creation, deletion and restoration of records 1. 2.
Navigate to Admin > Application Customization > [Object] > [Object] Field Audit Setup. Select or deselect the Audit [Object] Record Creation or Audit [Object] Record Deletion/Restore check boxes. Click Save. Changes are effective immediately for all users.
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Navigate to Admin > User Management and Access Controls > Role Management > Edit [the role you wish to give Master Audit Table access to] > Step 4 Privileges. Select the Access Master Audit Table privilege and click Finish. Users with the edited role will have to sign out and sign back for the changes to take effect. Navigate to Admin > Company Administration > Master Audit Table.
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Navigate to Admin > User Management and Access Controls > Role Management. Assign the following privilege to the appropriate role: Manage Record Auditing for Imports. Click Finish.
In Step 1 of the Import Data assistant, select the Disable record auditing during Import check box.
Option 1: Add the disableimportaudit parameter to the command line request. Option 2: Add the disableimportaudit=True to the property file. Note: Users can only successfully disable auditing if the user role has the Manage Record Auditing for Imports privilege.
Navigate to Admin > Company Administration > Sign In and Password Control. Under the Sign In and Password Control section, modify the Maximum Session Duration In Hours field.
Allow concurrent sessions without notification (current Release 18 behavior). Allow concurrent sessions with notification (existing session will be notified when another session with the same User Sign In ID logs in). Prevent concurrent sessions by terminating the existing session (a subsequent login when a session already exists for the User Sign In ID will be allowed, however the previous session will be terminated).
These options provide you more control and allow you to more effectively manage your sessions.
Steps to modify Concurrent Session Limit
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Navigate to Admin > Company Administration > Sign In and Password Control. Under the Additional Information section, modify the Concurrent Session Option drop-down list.
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Navigate to Admin > Company Administration > Company Profile. Under the Company Security Settings section, select or deselect the Enable IFRAME embedding check box.
Usability
Usability is a critical success factor for any CRM deployment. The CRM On Demand team continually focuses on improving usability in order to facilitate increased user adoption and greater user productivity. Release 19 delivers many important usability enhancements.
When the action bar is visible, the Hide bar appears when your pointer is resting in the space between the Action bar and the main page section. Click the Hide bar to hide the Action bar.
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The Show bar appears when your pointer is resting in the space between the left edge of the browser window and the main page section. Click the Show bar to display the Action bar.
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Client Downloads
Although Release 19 upgrade does not require new client downloads, it is recommended you upgrade to the latest desktop integration clients listed below:
Oracle Offline On Demand Oracle Outlook Email Integration On Demand Oracle Notes Email Integration On Demand Oracle CRM On Demand Integration for Microsoft Office Oracle PIM Sync On Demand
Please review the most current Oracle CRM On Demand Product Release Notes which may contain additional information on client downloads.
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The Support tab provides alerts and notifications specific to your application environment. The Get Started tab lists resources based on your specific role together with resources aimed at helping you get the most out of your first 30 days with CRM On Demand. The Learn More tab outlines information in key topic areas, like administration, integration, and reports. Go to this tab to get the resources you need to move beyond the basics. The Release Info tab contains information specific to the current and upcoming releases of CRM On Demand. Access this tab to prepare for upgrades to your CRM On Demand application. The Best Practices tab contains a compilation of knowledge gained by experts that work with CRM On Demand day in and day out. Access this knowledge to benefit from their vast experience. The Communities tab offers connections to others in the CRM On Demand community through forums, communities, blogs, and more.
Quick Links
Use the Quick Links, located in the blue bar under the tabs, to zero in on specific resources:
The Browse Training link opens the training catalog. From that page, you can see the instructor-led training, Webinars, quick guides, use cases, and tools available to you.
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The Browse Knowledge link takes you to our knowledge base, where you can get answers to frequently asked questions. The Submit a Service Request link directs you to My Oracle Support, where you can log a service request. The Web Services Library provides simple APIs and a link to Oracle Sample Code, where you can get samples to help you build custom integrations. The Add-On Applications link allows access to our downloadable applications, which extend the functionality of CRM On Demand. The Templates and Tools link provides access to resources that can help you design and configure CRM On Demand to meet your company's specific needs.
Search
Use the Search box to find resources across the entire Training and Support Center based on keywords or Doc IDs. For example, searching on Analytics will capture instructor-led training (Advanced Analytics Workshop), Webinars, FAQs, and best practices for optimizing analytics performance.
Access
To access the portal, click the Training and Support link in the upper right of any page in CRM On Demand.
Additional Resources
Before you begin setting up the new Oracle CRM On Demand Release 19 features for your company, here are some excellent resources that can assist you.
Online Help
Online help is a resource for all users. From each page in Oracle CRM On Demand, you can click the Help link to view information specific to that page. Check online help to review field descriptions or find instructions on how to perform tasks.
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All numbers listed above for countries outside of the United States & Canada are UIFN (Universal International Freephone Numbers). Please dial all numbers exactly as listed. These numbers are Freephone and subsequently will not cause any charges to our customers.
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CRM On Demand Release 19 Administrator Preview Guide April 2011 Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065 U.S.A. Worldwide Inquiries: Phone: +1.650.506.7000 Fax: +1.650.506.7200 oracle.com 20110408 Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Copyright 2011, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission.