Oracle CRM Course Content

  Oracle CRM Course Curriculum
 
   Overview of the CRM Application Foundation

• Oracle Customer Relationship Management (CRM)

• CRM Application Foundation

• Overview of CRM Application Foundation integration

• points with other applications

• How the CRM Application Foundation Modules are used

• List the step-by-step implementation flows

• for implementing of following Foundations Modules

• CRM Application Foundation - Resource Manager

• CRM Application Foundation - Assignment Manager

• CRM Application Foundation - Calendars

• CRM Application Foundation - Notes

• CRM Application Foundation - Territory Manager

• CRM Application Foundation - Task Manager

• CRM Application Foundation - Business Rule Monitor

• CRM Application Foundation - Escalation Manager

• CRM Application Foundation - 1-1fullfillment

• CRM Application Foundation - Interaction History

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

    Oracle Tele Service

• Overview of Customer support and service processes

• Overview of Service Request to Resolution process

• Set up Oracle Integrations

• Set up Oracle Tele Service

• Set up Oracle Knowledge Management

• Setting Up Oracle Service Requests

• Setting Up Oracle Customer Care

• Set up Oracle Install Base

• Set up Counters

• Setting Up Oracle Charges

• Setting Up Oracle Knowledge Management

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

     Oracle Field Service

• Understanding Field Service

• Using Field Service Dispatch Center

• Using Debrief

• Using Spares Logistics

• Using the Planner's Desktop

• Loop Planning, Notifications and Reporting Hierarchy

• Configuring Field Service Portal

• Using Field Service Portal

• Mandatory and Conditional Dependencies

• Field Service Application Implementation Tasks

• Spares Management Implementation Tasks

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

     Oracle Depot Repair

• Overview of Using Oracle Depot Repair

• Oracle Depot Repair Business Scenarios

• Managing Depot Business Processes

• Oracle Depot Repair-Specific Setup Steps

• Setting Up Charges for Oracle Depot Repair

• Defining Billing Type Codes

• Defining Service Activities and Billing Types

• Defining Service Business Processes

• Defining Install Base Transaction Sub Types

• Setting Up Time and Material Labor Schedules

• Setting Up Repair Types

• Setting Up Service Request Types for Depot Repair

• Setting Up Depot Repair Reason Codes

• Setting Up Customer Profile

• Setting Up Diagnostic Codes in Oracle Depot Repair

• Setting Up Service Codes in Oracle Depot Repair

• Setting Up Oracle Depot Repair Profile Options

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

     Oracle Sales

• Home Page

• Dependencies

• Overview of Lead to Order Process

• Overview of Telesales and Sales Online

• Locations and Organizations

• Currencies and Calendars

• Customers

• Employees, Users and Resources

• CRM Application Foundation - Notes, Tasks & Calendars

• CRM Application Foundation - Territory Management

• Lead Management

• Opportunity Management

• Forecasting

• Sales Contracts

• Sales Offline

• Marketing Online Campaign Management

• Oracle Sales Flow : Sales Campaigns

• Oracle Sales Flow : Capture/Convert Leads

• Oracle Sales Flow : Manage Opportunities

• Oracle Sales Flow : Create Forecast

• Oracle Sales Flow : Prepare Proposal

• Oracle Sales Flow : Prepare Quote

• Oracle Sales Flow : Place Order

• Oracle Sales Flow : Close Opportunity

• Oracle Sales Flow : Submit Forecast

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

• Oracle Contracts

• Explain Oracle Contracts Core, Oracle Service Contracts, and key contracts phases

• Contracts Concepts

• Contracts Phases

• Overview of Contracts Core

• Overview of Service Contracts

• Overview of Service Contracts Management and

• Oracle Service Contracts

• Setups for Oracle Service Contracts

• Define Parties, Roles, Sources, and Access to Contracts

• Miscellaneous Setups

• Setting up Coverage Templates and Subscription Templates.

• Setting up Items

• Setting up Service Billing and Billing Profiles

• Setting up Statuses and Operations

• Setting up Global Contracts Defaults

• Setting up Contracts Terms and Contract Templates

• Setting up Events and Renewals

• Setting up Profile Options

• Setting up Lookups

• Setting up Reports and Running Concurrent Programs

     Topics Covered During Session

• Overview of Oracle E-Business Suit process

• ORACLE AIM (Application Implementation Methodology)

• Overview of Documentations in Real-time Projects

• Roles of Oracle Functional Consultant