Course Content
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
- Service request type status
- Task type, task creation and task transaction
- Notes on task,SR
- 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
- Setting Up Oracle Charges
- Setting Up Oracle Knowledge Management
- Setting up Profile Options
- Setting up Lookups
- Setting up Reports and Running Concurrent Programs
- Find out the iSupport SR in Telservices
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
- 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
- Preventive maintenance in respective of FS
Oracle Depot Repair
- Overview of Using Oracle Depot Repair
- Oracle Depot Repair Business Scenarios
- Managing Depot Business Processes
- Oracle Depot Repair-Specific Setup Steps
- Link between other modules like SA,Teleservices, IB,OM and WIP
Oracle Service Contracts
- Explain Oracle Service Contracts,
- and key contracts phases
- Contracts Concepts
- Contracts Phases
- 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
Install Base
- Introduction of Installed Base
- Managing search
- Managing Item Instance in Installed base
- Item instance detail
- Child Item instances creation/Adding
- Understanding relationships of Instance
- Transferring ownership
- View general attributes
- Mass update transaction
- Performing IB related task in other application WIP,Depot repair,OM
- Open interface program
- Tables links with Service contract, Teleservices and depot repair
iSupport
- Overview on iSupport
- Creation/updation of SR in iSupport
- IBU set up
- Navigation of isupport using all transactional tabs
- User role and responsibilities of IBU users
- Creation of isupport user
