11i CRM Application Foundation1

11i Use and Implement CRM
Application Foundation
Student Guide Vol. 1
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D12126GC20
Edition 2.0
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June 2002
D34858
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Copyright Oracle Corporation, 2002. All rights reserved.

This documentation contains proprietary information of Oracle Corporation. It is provided under a license agreement containing
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Author
Melody Yang
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Technical Contributors and Reviewers
Robert Geiwitz, Charles Colt, Satish Arumugam, Jennifer Pollard, Remi Aimsuphanimit, Sarvi
Anandan, Helen Bucksey, Sudarsana, Rick Day, John Docherty, Killian Evers, Men-Ching Luk,
Sharad Mathur, Kerry Murphy, Suma Neeruganti, John-Tae Park, Rajesh Singh
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This book was published using:
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Oracle Tutor
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Table of Contents
Overview of Application Foundation.............................................................................................................1-1
Lesson 1: Overview of Application Foundation............................................................................................1-2
Course Objectives..........................................................................................................................................1-3
Lesson Objectives..........................................................................................................................................1-4
The CRM Application Foundation Modules .................................................................................................1-5
HTML and Forms User Interfaces of the Application Foundation Modules .................................................1-6
Resource Manager .........................................................................................................................................1-7
Territory Manager..........................................................................................................................................1-8
Calendar.........................................................................................................................................................1-9
Task Manager ................................................................................................................................................1-11
Assignment Manager.....................................................................................................................................1-12
Interaction History.........................................................................................................................................1-13
Notes..............................................................................................................................................................1-15
1-to-1 Fulfillment ..........................................................................................................................................1-16
Escalation Manager .......................................................................................................................................1-17
Business Rule Monitor ..................................................................................................................................1-18
Practice Overview: Fill-in-the-Blanks ...........................................................................................................1-19
Practice Solution: Fill-in-the-Blanks .............................................................................................................1-21
Summary........................................................................................................................................................1-23
Setup and Configuration of Application Foundation ...................................................................................2-1
Lesson 2: Setup and Configuration of Application Foundation.....................................................................2-2
Objectives ......................................................................................................................................................2-3
Skills Required for Implementing CRM Application Foundation 11i...........................................................2-4
Implementation Flow.....................................................................................................................................2-5
Install the E-Business Suite ...........................................................................................................................2-6
Patch Installation ...........................................................................................................................................2-8
Installation Verification.................................................................................................................................2-10
Implementation Order of CRM Application Foundation Components..........................................................2-12
HTML Diagnostic Test Set............................................................................................................................2-14
Verify Your Implementation .........................................................................................................................2-16
Accessing the HTML Diagnostic Test Set Instructor Demonstration............................................................2-18
Summary........................................................................................................................................................2-19
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Resource Manager Overview..........................................................................................................................3-1

Lesson 3: Resource Manager Overview ........................................................................................................3-2
Objectives ......................................................................................................................................................3-3
What Are Resources? ....................................................................................................................................3-4
What Is Resource Manager? ..........................................................................................................................3-6
Roles and Role Types ....................................................................................................................................3-8
Role Attributes...............................................................................................................................................3-9
Resource Manager Key Terms ......................................................................................................................3-11
Interactions Within the E-Business Suite ......................................................................................................3-13
Summary........................................................................................................................................................3-18
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Use Resource Manager....................................................................................................................................4-1

Lesson 4: Use Resource Manager..................................................................................................................4-2
Objectives ......................................................................................................................................................4-3
Accessing the Resource Manager ..................................................................................................................4-4
Using Resource Manager...............................................................................................................................4-6
Accessing the HTML Login Screen ..............................................................................................................4-8
HTML Resource Navigation .........................................................................................................................4-9
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Maintaining Personal Information .................................................................................................................4-11

Practice Overview: Updating Personal Information ......................................................................................4-13
Practice: Updating Personal Information......................................................................................................4-14
Practice Solution: Updating Personal Information .......................................................................................4-15
Viewing Organization Information................................................................................................................4-21
Features of Resource Skills Management......................................................................................................4-23
Rating Personal Skill Levels..........................................................................................................................4-24
Practice Overview: Rating Personal Skill Levels ..........................................................................................4-26
Practice: Rating Personal Skill Levels...........................................................................................................4-27
Practice Solution: Rating Personal Skill Levels ............................................................................................4-28
Searching for Resources ................................................................................................................................4-30
Practice Overview: Searching for Resources.................................................................................................4-33
Practice: Searching for Resources .................................................................................................................4-34
Practice Solution: Searching for Resources...................................................................................................4-35
Practice Solution: Searching for Group Resources........................................................................................4-36
HTML Resource Navigation: Groups Subtab................................................................................................4-37
Viewing Group Detail Information................................................................................................................4-38
Viewing Parent-Child Group Information .....................................................................................................4-40
Practice Overview: Viewing Group Detail Information ................................................................................4-42
Practice: Viewing Group Detail Information.................................................................................................4-43
Practice Solution: Viewing Group Detail Information ..................................................................................4-44
Maintaining Group Member and Group Hierarchy Information ..................................................................4-45
Making a Resource Web Available ...............................................................................................................4-47
Practice Overview: Making Resources Web Available.................................................................................4-49
Practice: Making Resources Web Available..................................................................................................4-50
Practice Solution: Making Resources Web Available ...................................................................................4-51
Summary........................................................................................................................................................4-52
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Implement Resource Manager .......................................................................................................................5-1

Lesson 5: Implement Resource Manager.......................................................................................................5-2
Objectives ......................................................................................................................................................5-3
Resource Manager Setups..............................................................................................................................5-4
Implementation Considerations .....................................................................................................................5-5
Steps for Implementing the Forms-Based Resource Manager.......................................................................5-6
Running Concurrent Programs ......................................................................................................................5-7
Defining Role Types......................................................................................................................................5-10
Defining Roles...............................................................................................................................................5-11
Defining Roles: Role Attributes ....................................................................................................................5-12
Case Study .....................................................................................................................................................5-14
Practice Overview: Defining Roles ...............................................................................................................5-15
Practice: Defining Roles ................................................................................................................................5-16
Practice Solution: Defining Roles .................................................................................................................5-17
Managing Resource Manager (Forms) ..........................................................................................................5-18
Managing Resource Manager: The Navigator...............................................................................................5-20
Importing Resources......................................................................................................................................5-21
Practice Overview: Importing Resources ......................................................................................................5-24
Practice: Importing Resources.......................................................................................................................5-25
Practice Solution: Importing Resources ........................................................................................................5-26
Modifying Resource Information: Roles, Groups, and Teams Tabs .............................................................5-31
Modifying Resources: Service, Interaction, Compensation, Receivables Tabs.............................................5-33
Defining a Salesperson ..................................................................................................................................5-35
Defining a Salesperson: Roles and Groups Tabs..........................................................................................5-37
Defining a Salesperson: Receivables Tab......................................................................................................5-38
Practice Overview: Defining a Salesperson in Forms ...................................................................................5-41
Practice: Defining a Salesperson in Forms ....................................................................................................5-42
Practice Solution: Defining a Salesperson in Forms......................................................................................5-43
What Is a Group?...........................................................................................................................................5-45
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Defining Groups ............................................................................................................................................5-47

Resource Roles, Groups Roles, and Group Member Roles ...........................................................................5-48
Practice Overview: Defining Resource Groups.............................................................................................5-50
Practice: Defining Resource Groups..............................................................................................................5-51
Practice Solution: Defining Resource Groups ...............................................................................................5-52
Defining Dynamic Groups.............................................................................................................................5-54
Practice Overview: Defining Dynamic Groups .............................................................................................5-56
Practice: Defining Dynamic Groups..............................................................................................................5-57
Practice Solution: Defining Dynamic Groups ...............................................................................................5-58
Group Hierarchy ............................................................................................................................................5-60
Viewing Resource Reporting Information.....................................................................................................5-62
Practice Overview: Viewing Resource Reporting Information .....................................................................5-64
Practice: Viewing Resource Reporting Information......................................................................................5-65
Practice Solution: Viewing Resource Reporting Information .......................................................................5-66
What Is a Team? ............................................................................................................................................5-67
Defining Teams .............................................................................................................................................5-69
Practice Overview: Creating Team Resources ..............................................................................................5-71
Practice: Creating Team Resources ...............................................................................................................5-72
Practice Solution: Creating Resource Teams.................................................................................................5-73
Running Reports ............................................................................................................................................5-75
Practice Overview: Running Reports ............................................................................................................5-77
Practice: Running Reports .............................................................................................................................5-78
Practice Solution: Running Reports...............................................................................................................5-79
Steps for Implementing HTML Resource Manager ......................................................................................5-81
Setting Profile Options (HTML) ...................................................................................................................5-83
Defining Resource Fields for Update (HTML) .............................................................................................5-85
Defining Skill Levels (HTML)......................................................................................................................5-87
Practice Overview: Defining Skill Levels .....................................................................................................5-89
Practice: Defining Skill Levels......................................................................................................................5-90
Practice Solution: Defining Skill Levels .......................................................................................................5-91
Managing Resource Manager (HTML) .........................................................................................................5-93
Creating Employee Resources (HTML) ........................................................................................................5-94
Entering General Employee Information.......................................................................................................5-95
Creating Employee Resources.......................................................................................................................5-96
Assigning Resource Details...........................................................................................................................5-97
Practice Overview: Creating Sales Resources ...............................................................................................5-99
Practice: Creating Sales Resources................................................................................................................5-100
Practice Solution: Creating Sales Resources .................................................................................................5-101
Practice Solution: Creating Employee Resources..........................................................................................5-103
Managing Resource Manager (HTML) .........................................................................................................5-105
Creating Resource Groups with Group Members..........................................................................................5-106
Practice Overview: Creating Resource Groups .............................................................................................5-108
Practice: Creating Resource Groups ..............................................................................................................5-109
Practice Solution: Creating Resource Groups................................................................................................5-110
Additional Setup Information: Resource Manager Public APIs ....................................................................5-112
Summary........................................................................................................................................................5-114
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Territory Manager Overview .........................................................................................................................6-1

Lesson 6: Territory Manager Overview.........................................................................................................6-2
Objectives ......................................................................................................................................................6-3
What Is a Territory?.......................................................................................................................................6-4
What Is Territory Manager? ..........................................................................................................................6-5
Features of Territory Manager.......................................................................................................................6-6
Territory Manager Key Terms.......................................................................................................................6-7
Integrations Within the E-Business Suite ......................................................................................................6-10
Territory Setup and Usage Process................................................................................................................6-12
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Summary........................................................................................................................................................6-18
Use Territory Manager ...................................................................................................................................7-1
Lesson 7: Use Territory Manager ..................................................................................................................7-2
Objectives ......................................................................................................................................................7-3
Using Territory Manager ...............................................................................................................................7-4
What Is the Territory Lookup Tool?..............................................................................................................7-5
Accessing the Territory Lookup Tool............................................................................................................7-6
Using the Territory Lookup Tool ..................................................................................................................7-7
Territory Lookup Search Results...................................................................................................................7-9
Practice Overview: Using the Territory Lookup Tool ...................................................................................7-10
Practice: Using the Territory Lookup Tool....................................................................................................7-11
Practice Solution: Using the Territory Lookup Tool .....................................................................................7-12
Summary........................................................................................................................................................7-15
Implement Territory Manager .......................................................................................................................8-1
Lesson 8: Implement Territory Manager .......................................................................................................8-2
Objectives ......................................................................................................................................................8-3
Territory Rules...............................................................................................................................................8-4
Qualifiers .......................................................................................................................................................8-6
Qualifier Types: Transaction .........................................................................................................................8-8
Qualifier Types: Resource .............................................................................................................................8-10
Qualifier Functionality ..................................................................................................................................8-12
Qualifiers and Territories...............................................................................................................................8-13
Navigating Territory Manager.......................................................................................................................8-14
Territory Implementation Process .................................................................................................................8-16
Territory Planning..........................................................................................................................................8-17
Territory Planning: Example 1 ......................................................................................................................8-19
Territory Planning: Example 2 ......................................................................................................................8-20
What Is a Customer Name Range? ................................................................................................................8-21
What Is a Customer Name Range Group?.....................................................................................................8-22
Defining Customer Name Range Groups ......................................................................................................8-23
Case Study .....................................................................................................................................................8-24
Practice Overview: Defining Customer Name Range Groups.......................................................................8-25
Practice: Defining Customer Name Range Groups .......................................................................................8-26
Practice Solution: Defining Customer Name Range Groups.........................................................................8-27
Enabling Existing Qualifiers..........................................................................................................................8-29
Enabling Qualifiers Instructor Demonstration...............................................................................................8-31
Territory Setup and Configuration Process ...................................................................................................8-32
Different Ways to Create Territories .............................................................................................................8-33
Using the Territory Details Window to Create a Territory............................................................................8-34
Overview Tab: General Territory Information ..............................................................................................8-35
Overview Tab: Usage, Transaction Types, and Transaction Qualifiers ........................................................8-37
Territory Winning Rules: Number of Winners..............................................................................................8-39
Use the Number of Winners Field .................................................................................................................8-40
Territory Winning Rules: Rank .....................................................................................................................8-41
Other Territory Information...........................................................................................................................8-43
Practice: Creating a Territory ........................................................................................................................8-44
Practice Overview: Creating a Territory........................................................................................................8-45
Practice Solution: Creating a Territory..........................................................................................................8-46
Transaction Qualifiers Tab ............................................................................................................................8-48
Resource Qualifiers Tab ................................................................................................................................8-52
Resources Tab ...............................................................................................................................................8-55
Resources Tab: Horizontal Scroll Bar and Access Type ...............................................................................8-57
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Territory Hierarchies .....................................................................................................................................8-60
Sub Territories Tab........................................................................................................................................8-61
Territory Types ..............................................................................................................................................8-63
Using The Territory Type Window to Create a Territory Type.....................................................................8-64
Practice Overview: Creating Territories Using a Type..................................................................................8-66
Practice Solution: Creating Territories Using a Type....................................................................................8-68
Territory Templates .......................................................................................................................................8-74
Using The Template Territory Details Window to Create a Territory Template...........................................8-75
Territory Templates: Qualifier Mode ............................................................................................................8-76
Territory Templates: Dynamic Qualifier Values ...........................................................................................8-77
Territory Templates: Dynamic Qualifier Values and Territory Mass-Creation.............................................8-78
Territory Templates: Value Set .....................................................................................................................8-80
Practice Overview: Creating Territories Using a Template...........................................................................8-82
Practice: Creating Territories Using a Template ...........................................................................................8-83
Practice Solution: Creating Territories Using a Template .............................................................................8-84
Escalation Territories.....................................................................................................................................8-88
Using The Escalation Territory Details Window to Create an Escalation Territory......................................8-89
Using an Escalation Territory........................................................................................................................8-90
Practice Overview: Creating an Escalation Territory ....................................................................................8-91
Practice: Creating an Escalation Territory.....................................................................................................8-92
Practice Solution: Creating an Escalation Territory ......................................................................................8-93
Territory Creation Summary..........................................................................................................................8-95
Concurrent Programs.....................................................................................................................................8-96
Running Concurrent Programs ......................................................................................................................8-97
Territory Management Process......................................................................................................................8-98
Mass Change Territory Resources.................................................................................................................8-99
Practice Overview: Mass Changing Territory Resources ..............................................................................8-101
Practice: Mass Changing Territory Resources...............................................................................................8-102
Practice Solution: Mass Changing Territory Resources ................................................................................8-103
Copy an Entire Territory Hierarchy...............................................................................................................8-105
Practice Overview: Copying a Territory........................................................................................................8-107
Practice: Copying a Territory ........................................................................................................................8-108
Practice Solution: Copying a Territory..........................................................................................................8-109
Searching for a Territory ...............................................................................................................................8-111
More on Searching for a Territory.................................................................................................................8-112
Viewing Territory Hierarchies.......................................................................................................................8-114
Practice Overview: Searching and Viewing Territories ................................................................................8-115
Practice: Searching and Viewing Territories .................................................................................................8-116
Practice Solution: Searching and Viewing Territories...................................................................................8-118
Territory Reports ...........................................................................................................................................8-120
Practice Overview: Running Territory Reports .............................................................................................8-121
Practice: Running Territory Reports..............................................................................................................8-122
Practice Solution: Running Territory Reports ...............................................................................................8-123
Summary........................................................................................................................................................8-126
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Calendar Overview..........................................................................................................................................9-1
Lesson 9: Calendar Overview........................................................................................................................9-2
Objectives ......................................................................................................................................................9-3
What Is the Calendar?....................................................................................................................................9-4
Calendar Functionality ..................................................................................................................................9-6
Calendar Key Terms......................................................................................................................................9-8
Integrations Between the Forms-Based Calendar and the E-Business Suite .................................................9-10
Integrations Between HTML Calendar and the E-Business Suite .................................................................9-11
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Accessing the Calendar Module ....................................................................................................................9-13

Summary........................................................................................................................................................9-19
Use HTML Calendar.......................................................................................................................................10-1
Lesson 10: Use HTML Calendar...................................................................................................................10-2
Objectives ......................................................................................................................................................10-3
Using HTML Calendar..................................................................................................................................10-4
Creating and Managing Appointments ..........................................................................................................10-6
Accessing the HTML Calendar .....................................................................................................................10-8
Practice Overview: Creating HTML Calendar Users ....................................................................................10-10
Practice: Creating HTML Calendar Users.....................................................................................................10-11
Practice Solution: Creating HTML Calendar Users ......................................................................................10-12
Creating an Appointment...............................................................................................................................10-20
Inviting Attendees..........................................................................................................................................10-22
Practice Overview: Creating an Appointment ...............................................................................................10-24
Practice: Creating an Appointment................................................................................................................10-25
Practice Solution: Creating an Appointment .................................................................................................10-26
Relating to a Business Object ........................................................................................................................10-29
Creating Repeating Appointments.................................................................................................................10-30
Practice Overview: Creating a Repeating Appointment ................................................................................10-32
Practice: Creating a Repeating Appointment................................................................................................10-33
Practice Solution: Creating a Repeating Appointment .................................................................................10-34
Adding Attachments ......................................................................................................................................10-35
Attaching Notes .............................................................................................................................................10-37
Practice Overview: Adding Attachments and Notes to an Appointment.......................................................10-38
Practice: Adding Attachments and Notes to an Appointment .......................................................................10-39
Practice Solution: Adding Attachments and Notes to an Appointment .........................................................10-40
Updating and Deleting an Appointment ........................................................................................................10-42
Practice Overview: Deleting an Appointment ...............................................................................................10-44
Practice: Deleting a Repeating Appointment.................................................................................................10-45
Practice Solution: Deleting a Repeating Appointment ..................................................................................10-46
Responding to Your Invitations.....................................................................................................................10-47
Practice Overview: Accepting an Invitation ..................................................................................................10-48
Practice: Accepting an Invitation...................................................................................................................10-49
Practice Solution: Accepting an Invitation ....................................................................................................10-50
Viewing Scheduled Appointments in Your Personal Calendar .....................................................................10-51
Daily Calendar View .....................................................................................................................................10-53
Weekly Calendar View..................................................................................................................................10-55
Monthly Calendar View ................................................................................................................................10-57
Yearly Calendar View ...................................................................................................................................10-58
Combination Calendar View .........................................................................................................................10-60
Practice Overview: Viewing a Personal Calendar .........................................................................................10-62
Practice: Viewing a Personal Calendar..........................................................................................................10-63
Practice Solution: Viewing a Personal Calendar ...........................................................................................10-64
Viewing a Resource Availability...................................................................................................................10-69
Practice Overview: Viewing a Resource Availability ...................................................................................10-71
Practice: Viewing a Resource's Availability..................................................................................................10-72
Practice Solution: Viewing a Resource's Availability ...................................................................................10-73
Viewing Public Calendars .............................................................................................................................10-74
Customizing Personal Preferences.................................................................................................................10-75
Changing Calendar Personal Preferences ......................................................................................................10-76
Defining Privileges for Your Calendar..........................................................................................................10-78
Practice Overview: Customizing Your Personal Calendar ............................................................................10-79
Practice: Customizing Your Personal Calendar.............................................................................................10-80
Practice Solution: Customizing Your Personal Calendar ..............................................................................10-81
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Working with Group Calendars.....................................................................................................................10-84

Requesting a New Group or Public Calendar ................................................................................................10-85
Subscribing to an Existing Group Calendar...................................................................................................10-87
Approving Subscriptions to an Existing Group Calendar..............................................................................10-89
Practice Overview: Working with Group Calendars .....................................................................................10-90
Practice: Working with Group Calendars ......................................................................................................10-91
Practice Solution: Working with Group Calendars .......................................................................................10-93
Switching to Another Calendar .....................................................................................................................10-96
Practice Overview: Switching to Another Calendar ......................................................................................10-97
Practice: Switching to Another Calendar.......................................................................................................10-98
Practice Solution: Switching to Another Calendar ........................................................................................10-99
Creating Categories for Appointments ..........................................................................................................10-103
Defining Your Time Zone .............................................................................................................................10-104
Integrating with Notes and Tasks ..................................................................................................................10-105
Summary........................................................................................................................................................10-107
Implement HTML Calendar ..........................................................................................................................11-1
Lesson 11: Implement HTML Calendar........................................................................................................11-2
Objectives ......................................................................................................................................................11-3
Implementing HTML Calendar .....................................................................................................................11-4
Steps for Implementing HTML Calendar......................................................................................................11-5
Creating Calendar Workflow Administrators................................................................................................11-6
Creating Calendar Administrators Instructor Demonstration ........................................................................11-8
Setting the Profile Option ..............................................................................................................................11-10
Setting the Profile Option Instructor Demonstration .....................................................................................11-12
Creating a Calendar General User .................................................................................................................11-13
Case Study .....................................................................................................................................................11-15
Practice Overview: Creating HTML Calendar General Users.......................................................................11-16
Practice: Creating HTML Calendar General Users .......................................................................................11-17
Practice Solution: Creating HTML Calendar General Users.........................................................................11-18
Starting Workflow Background Processes ....................................................................................................11-20
Starting Workflow Background Processes Instructor Demonstration ...........................................................11-21
Managing Calendar Requests ........................................................................................................................11-23
Approving New Calendar Requests...............................................................................................................11-24
Summary........................................................................................................................................................11-26
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Use Forms Calendar........................................................................................................................................12-1

Lesson 12: Use Forms Calendar ....................................................................................................................12-2
Objectives ......................................................................................................................................................12-3
Using the Forms-Based Calendar Module.....................................................................................................12-4
Accessing Calendar Datebook from the eBusiness Center ............................................................................12-5
Calendar Datebook: Daily View....................................................................................................................12-6
Calendar Datebook: Weekly View ................................................................................................................12-7
Calendar Datebook: Monthly View...............................................................................................................12-8
Calendar Datebook: To-Do List and Public Tasks ........................................................................................12-9
Practice Overview: Viewing Calendar Datebook and Creating a To-Do Item ..............................................12-10
Practice: Viewing Calendar Datebook and Creating a To-Do Item...............................................................12-11
Practice Solution: Viewing Calendar Datebook and Creating a To-Do Item ................................................12-12
Summary........................................................................................................................................................12-17
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Implement Forms Calendar............................................................................................................................13-1

Lesson 13: Implement Forms Calendar .........................................................................................................13-2
Objectives ......................................................................................................................................................13-3
Steps for Implementing Forms Calendar .......................................................................................................13-4
Defining New Calendars................................................................................................................................13-5
Case Study .....................................................................................................................................................13-6
Practice Overview: Defining New Calendars ................................................................................................13-7
Practice: Defining New Calendars.................................................................................................................13-8
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Practice Solution: Defining New Calendars ..................................................................................................13-9

Defining Resource Availability (Shifts) ........................................................................................................13-10
Defining Resource Unavailability (Exceptions) ............................................................................................13-11
Assigning Shifts/Exceptions to a Calendar....................................................................................................13-12
Practice Overview: Defining and Assigning Shifts/Exceptions to a Calendar ..............................................13-13
Practice: Defining and Assigning Shifts/Exceptions to a Calendar ...............................................................13-14
Practice Solution: Defining and Assigning Shifts/Exceptions to a Calendar.................................................13-15
Assigning Resources to a Calendar ...............................................................................................................13-20
Practice Overview: Assigning Resources to a Calendar................................................................................13-22
Practice: Assigning Resources to a Calendar.................................................................................................13-23
Practice Solution: Assigning Resources to a Calendar ..................................................................................13-24
Summary........................................................................................................................................................13-25
Task Manager Overview.................................................................................................................................14-1
Lesson 14: Task Manager Overview .............................................................................................................14-2
Objectives ......................................................................................................................................................14-3
What Is a Task? .............................................................................................................................................14-4
What Is Task Manager? .................................................................................................................................14-6
Task Manager Key Terms .............................................................................................................................14-8
Accessing the Task Manager .........................................................................................................................14-12
Summary........................................................................................................................................................14-17
Use Task Manager ...........................................................................................................................................15-1
Lesson 15: Use Task Manager.......................................................................................................................15-2
Objectives ......................................................................................................................................................15-3
Accessing the HTML Task Manager.............................................................................................................15-4
The Stand-Alone HTML Task Manager Navigation Flow............................................................................15-6
Navigating HTML Task Manager: Tasks Summary......................................................................................15-8
Using HTML Task Manager .........................................................................................................................15-10
Creating and Managing Tasks .......................................................................................................................15-11
Creating a Task..............................................................................................................................................15-13
Creating a Regular Task ................................................................................................................................15-14
Practice Overview: Creating a Regular Task.................................................................................................15-16
Practice: Creating a Regular Task ................................................................................................................15-17
Practice Solution: Creating a Regular Task ..................................................................................................15-18
Creating a Quick Task ...................................................................................................................................15-21
Practice Overview: Creating a Quick Task....................................................................................................15-23
Practice: Creating a Quick Task ....................................................................................................................15-24
Practice Solution: Creating a Quick Task.....................................................................................................15-25
Relating to a Business Object ........................................................................................................................15-27
Assigning Resources to a Task ......................................................................................................................15-28
Practice Overview: Entering Task References and Assignments ..................................................................15-30
Practice: Entering Task References and Assignments...................................................................................15-31
Practice Solution: Entering Task References and Assignments ....................................................................15-32
Specifying a Task Effort................................................................................................................................15-35
Creating Repeating Tasks ..............................................................................................................................15-37
Practice Overview: Creating a Repeating Task .............................................................................................15-39
Practice: Creating a Repeating Task.............................................................................................................15-40
Practice Solution: Creating a Repeating Appointment ................................................................................15-41
Specifying Task Contact Information............................................................................................................15-42
Practice Overview: Specifying Task Contacts...............................................................................................15-44
Practice: Specifying Task Contacts ..............................................................................................................15-45
Practice Solution: Specifying Task Contacts................................................................................................15-46
Adding Attachments ......................................................................................................................................15-47
Attaching Notes .............................................................................................................................................15-49
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Practice Overview: Adding Attachments and Notes to a Task ......................................................................15-50

Practice: Adding Attachments and Notes to a Task......................................................................................15-51
Practice Solution: Adding Attachments and Notes to a Task .......................................................................15-52
Mass Creating Tasks......................................................................................................................................15-54
Practice Overview: Mass Creating Tasks ......................................................................................................15-56
Practice: Mass Creating Tasks.......................................................................................................................15-57
Practice Solution: Mass Creating Tasks .......................................................................................................15-58
Personalizing Your Saved Search..................................................................................................................15-59
Practice Overview: Personalizing Your Saved Search ..................................................................................15-62
Practice: Personalizing Your Saved Search..................................................................................................15-63
Practice Solution: Personalizing Your Saved Search ...................................................................................15-64
Integrating with Notes and Calendar .............................................................................................................15-67
Task Roles' Privileges....................................................................................................................................15-69
Task Manager and Workflow ........................................................................................................................15-71
Using Forms-Based Task Manager................................................................................................................15-73
Creating Tasks from a Template....................................................................................................................15-75
Practice Overview: Creating Tasks from a Template ....................................................................................15-77
Practice: Creating Tasks from a Template.....................................................................................................15-78
Practice Solution: Creating Tasks from a Template ......................................................................................15-79
Task Details ...................................................................................................................................................15-80
Assigning Resources by Using Assignment Manager ...................................................................................15-81
Task Details: Dependencies Tab ...................................................................................................................15-83
Practice Overview: Creating Task Dependencies..........................................................................................15-85
Practice: Creating Task Dependencies ..........................................................................................................15-86
Practice Solution: Creating Task Dependencies ............................................................................................15-87
Task Details: Dates Tab.................................................................................................................................15-88
Task Details: Others Tab ...............................................................................................................................15-89
Practice Overview: Entering Other Task Information ...................................................................................15-90
Practice: Entering Other Task Information....................................................................................................15-91
Practice Solution: Entering Other Task Information .....................................................................................15-92
Task Details: Audit Tab.................................................................................................................................15-93
Summary........................................................................................................................................................15-94
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Implement Task Manager...............................................................................................................................16-1

Lesson 16: Implement Task Manager............................................................................................................16-2
Objectives ......................................................................................................................................................16-3
Setup Dependencies.......................................................................................................................................16-4
Implementing Task Manager.........................................................................................................................16-5
Steps for Implementing Task Manager..........................................................................................................16-6
Defining Task Types .....................................................................................................................................16-8
Case Study .....................................................................................................................................................16-10
Practice Overview: Defining Task Types......................................................................................................16-11
Practice: Defining Task Types.......................................................................................................................16-12
Practice Solution: Defining Task Types ........................................................................................................16-13
Defining Task Statuses ..................................................................................................................................16-17
Defining Task Status Transition ....................................................................................................................16-19
Practice Overview: Defining Task Statuses...................................................................................................16-21
Practice: Defining Task Statuses ...................................................................................................................16-22
Practice Solution: Defining Task Statuses.....................................................................................................16-23
Defining Task Priorities.................................................................................................................................16-27
Practice Overview: Defining Task Priorities .................................................................................................16-29
Practice: Defining Task Priorities..................................................................................................................16-30
Practice Solution: Defining Task Priorities ...................................................................................................16-31
Defining Task Date Types .............................................................................................................................16-34
Practice Overview: Defining Task Date Types .............................................................................................16-35
Practice: Defining Task Date Types ..............................................................................................................16-36
Practice Solution: Defining Task Date Types................................................................................................16-37
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Mapping Task References to a Source ..........................................................................................................16-39

Practice Overview: Mapping References to a Source....................................................................................16-41
Practice: Mapping References to a Source ....................................................................................................16-42
Practice Solution: Mapping References to a Source......................................................................................16-43
Setting Profile Options ..................................................................................................................................16-44
Defining Task Template Groups ...................................................................................................................16-46
Practice Overview: Defining Task Template Groups ....................................................................................16-48
Practice: Defining Task Template Groups.....................................................................................................16-49
Practice Solution: Defining Task Template Groups ......................................................................................16-50
Workflow Notifications for Tasks .................................................................................................................16-52
Additional Setup Information: Task Manager Public APIs ...........................................................................16-54
Summary........................................................................................................................................................16-56
Notes Overview ................................................................................................................................................17-1
Lesson 17: Notes Overview...........................................................................................................................17-2
Objectives ......................................................................................................................................................17-3
What Are Notes? ...........................................................................................................................................17-4
Features of Notes ...........................................................................................................................................17-5
Notes Key Terms ...........................................................................................................................................17-6
Accessing the Notes Module .........................................................................................................................17-9
Summary........................................................................................................................................................17-14
Use Notes ..........................................................................................................................................................18-1
Lesson 18: Use Notes ....................................................................................................................................18-2
Objectives ......................................................................................................................................................18-3
Logging In to HTML Notes...........................................................................................................................18-4
The Stand-alone HTML Notes Navigation Flow..........................................................................................18-5
Navigating HTML Notes: Notes Summary ...................................................................................................18-7
Using Notes ...................................................................................................................................................18-9
Creating a Regular Note ................................................................................................................................18-10
Creating a Large Note....................................................................................................................................18-13
Practice Overview: Creating Regular and Large Notes .................................................................................18-14
Practice: Creating Regular and Large Notes..................................................................................................18-15
Practice Solution: Creating Regular and Large Notes ...................................................................................18-17
Adding Attachments to a Note ......................................................................................................................18-21
Practice Overview: Adding Attachments to a Note .......................................................................................18-23
Practice: Adding Attachments to a Note........................................................................................................18-24
Practice Solution: Adding Attachments to a Note .........................................................................................18-25
Searching for Notes .......................................................................................................................................18-26
View All Notes ..............................................................................................................................................18-28
Practice Overview: Searching for Notes and Viewing All Notes ..................................................................18-29
Practice: Searching for Notes and Viewing All Notes...................................................................................18-30
Practice Solution: Searching for Notes and Viewing All Notes ....................................................................18-31
Updating a Note.............................................................................................................................................18-33
Adding Relate To Information.......................................................................................................................18-34
Summary........................................................................................................................................................18-36
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Implement Notes ..............................................................................................................................................19-1

Lesson 19: Implement Notes .........................................................................................................................19-2
Objectives ......................................................................................................................................................19-3
Implementing Notes ......................................................................................................................................19-4
Steps for Implementing Notes .......................................................................................................................19-5
Creating Note Types......................................................................................................................................19-6
Mapping Note Types to a Source ..................................................................................................................19-7
Case Study .....................................................................................................................................................19-9
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Practice Overview: Creating Note Types and Mapping Note Types to a Source ..........................................19-10
Practice: Creating Note Types and Mapping Note Types to a Source...........................................................19-11
Practice Solution: Creating Note Types and Mapping Note Types to a Source ............................................19-12
Setting the Profile Option: Instructor Demonstration ....................................................................................19-17
Additional Setup Information: Notes Public APIs.........................................................................................19-18
Summary........................................................................................................................................................19-19
Assignment Manager Overview .....................................................................................................................20-1
Lesson 20: Assignment Manager Overview ..................................................................................................20-2
Objectives ......................................................................................................................................................20-3
What Is an Assignment? ................................................................................................................................20-4
What Is Assignment Manager?......................................................................................................................20-5
Assignment Manager Key Terms ..................................................................................................................20-7
Accessing the Assignment Manager..............................................................................................................20-11
Summary........................................................................................................................................................20-15
Use Assignment Manager................................................................................................................................21-1
Lesson 21: Use Assignment Manager ...........................................................................................................21-2
Objectives ......................................................................................................................................................21-3
Assigning Ownership and Resources ............................................................................................................21-4
Using Assignment Manager ..........................................................................................................................21-5
Resource Assignment Options.......................................................................................................................21-7
Viewing the Gantt Chart................................................................................................................................21-8
Assigning a Resource's Available Time ........................................................................................................21-10
Planned and Duration Effort..........................................................................................................................21-12
Using the Assignment Manager: Unassisted Assignment Option .................................................................21-14
The Unassisted Assignment Option...............................................................................................................21-15
Using the Unassisted Assignment Option .....................................................................................................21-17
Practice Overview: Assigning an Assignee Using the Unassisted Option.....................................................21-19
Practice: Assigning an Assignee Using the Unassisted Option ....................................................................21-20
Practice Solution: Assigning an Assignee Using the Unassisted Option.......................................................21-21
Using the Assignment Manager: Assisted Assignment Option .....................................................................21-25
The Assisted Assignment Option ..................................................................................................................21-26
Resource Selection Criteria: Preferred Resources .........................................................................................21-27
Resource Selection Criteria: Territories ........................................................................................................21-28
Resource Selection Criteria: Territories and Resource Web Availability......................................................21-29
Resource Selection Criteria: Resource Availability ......................................................................................21-31
Using the Assisted Assignment Option .........................................................................................................21-32
Practice Overview: Assigning Resources Using the Assisted Option ...........................................................21-34
Practice: Assigning Resources Using the Assisted Option...........................................................................21-35
Practice Solution: Assigning Resources Using the Assisted Option .............................................................21-36
Using the Assignment Manager: Intelligent Assignment Option ..................................................................21-40
Assignment Manager and Oracle Scheduler.................................................................................................21-41
The Intelligent Assignment Option ...............................................................................................................21-43
Using the Intelligent Assignment Option ......................................................................................................21-44
Using the Assignment Manager: Window to Promise Assignment Option...................................................21-46
Window to Promise Assignment Option .......................................................................................................21-47
Using the Window to Promise Option...........................................................................................................21-48
Accessing Assignment Manager Through Dispatch Center ..........................................................................21-50
Summary........................................................................................................................................................21-51
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Implement Assignment Manager ...................................................................................................................22-1

Lesson 22: Implement Assignment Manager ................................................................................................22-2
Objectives ......................................................................................................................................................22-3

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Steps for Implementing Assignment Manager ..............................................................................................22-4

Setting Up the TCF Server for Gantt .............................................................................................................22-5
Setting Profile Options Instructor Demonstration .........................................................................................22-9
Other Optional Dependencies........................................................................................................................22-10
Summary........................................................................................................................................................22-12
Managing Escalation Overview......................................................................................................................23-1
Lesson 23: Managing Escalation Overview ..................................................................................................23-2
Objectives ......................................................................................................................................................23-3
What Is an Escalation? ..................................................................................................................................23-4
Proactive and Reactive Escalations ...............................................................................................................23-5
Summary........................................................................................................................................................23-10
Managing Escalation: Escalation Manager Overview .................................................................................24-1
Lesson 24: Managing Escalation: Escalation Manager Overview.................................................................24-2
Objectives ......................................................................................................................................................24-3
What Is Escalation Manager? ........................................................................................................................24-4
Escalation Manager Key Terms.....................................................................................................................24-6
Escalation Manager .......................................................................................................................................24-9
Summary........................................................................................................................................................24-14
Managing Escalation: Use Escalation Manager............................................................................................25-1
Lesson 25: Managing Escalation: Use Escalation Manager ..........................................................................25-2
Objectives ......................................................................................................................................................25-3
Using Escalation Manager.............................................................................................................................25-4
Accessing the Escalation Manager ................................................................................................................25-5
Creating an Escalation Document..................................................................................................................25-6
Creating an Escalation Document: Defining Escalation Header Information ...............................................25-7
Defining Escalation Header Information: Assigning Ownership ..................................................................25-9
Creating an Escalation Document: Specifying Reference Documents ..........................................................25-10
Creating an Escalation Document: Identifying Contacts Information ...........................................................25-12
Viewing Escalation Change Information: The Audit Tab .............................................................................25-14
Practice Overview: Escalating a Task Within a Request...............................................................................25-15
Practice: Escalating a Task Within a Request................................................................................................25-16
Practice Solution: Escalating a Task Within a Request .................................................................................25-17
Attaching Tasks to an Escalation Document .................................................................................................25-25
Practice Overview: Attaching a Task to an Escalation ..................................................................................25-26
Practice: Attaching a Task to an Escalation...................................................................................................25-27
Practice Solution: Attaching a Task to an Escalation ....................................................................................25-28
Attaching Notes to an Escalation Document .................................................................................................25-31
Practice Overview: Attaching a Note to an Escalation ..................................................................................25-32
Practice: Attaching a Note to an Escalation...................................................................................................25-33
Practice Solution: Attaching a Note to an Escalation ....................................................................................25-34
Finding Escalations........................................................................................................................................25-36
Practice Overview: Searching Escalation Documents ...................................................................................25-37
Practice: Searching Escalation Documents....................................................................................................25-38
Practice Solution: Searching Escalation Documents .....................................................................................25-39
Managing Escalations....................................................................................................................................25-42
Verifying Escalation Information ..................................................................................................................25-43
Practice Overview: Closing Escalation Documents ......................................................................................25-44
Practice: Closing Escalation Documents .......................................................................................................25-45
Practice Solution: Closing Escalation Documents.........................................................................................25-46
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Summary........................................................................................................................................................25-48
Managing Escalation: Implement Escalation Manager ...............................................................................26-1
Lesson 26: Managing Escalation: Implement Escalation Manager ...............................................................26-2
Objectives ......................................................................................................................................................26-3
Mandatory Setup Dependencies ....................................................................................................................26-4
Other Setup Modules .....................................................................................................................................26-5
Steps for Implementing Escalation Manager.................................................................................................26-6
Starting the Escalation Workflow Process.....................................................................................................26-9
Starting the Background Processes Instructor Demonstration.......................................................................26-10
Defining New Escalation Reason Codes .......................................................................................................26-12
Case Study .....................................................................................................................................................26-13
Practice Overview: Defining New Escalation Reason Codes........................................................................26-14
Practice: Defining New Escalation Reason Codes ........................................................................................26-15
Practice Solution: Defining New Escalation Reason Codes..........................................................................26-16
Defining New Escalation Levels ...................................................................................................................26-17
Practice Overview: Defining New Escalation Levels....................................................................................26-18
Practice: Defining New Escalation Levels ....................................................................................................26-19
Practice Solution: Defining New Escalation Levels ......................................................................................26-20
Defining New Escalation Statuses.................................................................................................................26-21
Practice Overview: Defining New Escalation Statuses .................................................................................26-22
Practice: Defining New Escalation Statuses ..................................................................................................26-23
Practice Solution: Defining New Escalation Statuses....................................................................................26-24
Defining New Escalation Reference Codes...................................................................................................26-25
Practice Overview: Defining New Escalation Reference Codes ...................................................................26-26
Practice: Defining New Escalation Reference Codes ....................................................................................26-27
Practice Solution: Defining New Escalation Reference Codes......................................................................26-28
Defining New Escalation Contact Types.......................................................................................................26-29
Practice Overview: Defining New Escalation Contact Types .......................................................................26-30
Practice: Defining New Escalation Contact Types ........................................................................................26-31
Practice Solution: Defining New Escalation Contact Types .........................................................................26-32
Summary........................................................................................................................................................26-35
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Managing Escalation: Business Rule Monitor Overview.............................................................................27-1

Lesson 27: Managing Escalation: Business Rule Monitor Overview............................................................27-2
Objectives ......................................................................................................................................................27-3
What Is a Business Rule? ..............................................................................................................................27-4
What Is the Business Rule Monitor? .............................................................................................................27-6
Business Rule Monitor Key Terms................................................................................................................27-7
Business Rules Monitor Data Flow ...............................................................................................................27-8
Business Rule Workbench.............................................................................................................................27-10
Summary........................................................................................................................................................27-14
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Managing Escalation: Implement Business Rule Monitor...........................................................................28-1

Lesson 28: Managing Escalation: Implement Business Rule Monitor ..........................................................28-2
Objectives ......................................................................................................................................................28-3
Mandatory Setup Dependencies ....................................................................................................................28-4
Other Setup Modules .....................................................................................................................................28-5
Steps for Implementing Business Rule Monitor............................................................................................28-6
Defining the Business Rule Monitor Workflow Administrator.....................................................................28-7
Case Study .....................................................................................................................................................28-9
Practice Overview: Defining Workflow Users ..............................................................................................28-10
Practice: Defining Workflow Users...............................................................................................................28-11
Practice Solution: Defining Workflow Users ................................................................................................28-12
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Setting the Profile Option ..............................................................................................................................28-13

Setting the Profile Option Instructor Demonstration .....................................................................................28-14
Starting the Four BRM Workflow Background Processes ............................................................................28-15
Starting the Background Processes Instructor Demonstration.......................................................................28-17
Navigating the Business Rule Monitor: The Navigator.................................................................................28-19
Defining a Business Rule ..............................................................................................................................28-20
Defining General Information .......................................................................................................................28-21
Defining Workflow and Workflow Attributes Information...........................................................................28-23
Workflow Attributes: Resource Types for a Document Owner.....................................................................28-25
Defining Condition for a Rule .......................................................................................................................28-27
Case Study .....................................................................................................................................................28-28
Practice Overview: Defining a Business Rule ...............................................................................................28-29
Practice: Defining a Business Rule................................................................................................................28-30
Practice Solution: Defining a Business Rule .................................................................................................28-31
Enabling a Business Rule ..............................................................................................................................28-34
Practice Overview: Searching and Enabling a Business Rule .......................................................................28-36
Practice: Searching and Enabling a Business Rule........................................................................................28-37
Practice Solution: Searching and Enabling a Business Rule .........................................................................28-38
Verifying the Resources in an Escalation Territory.......................................................................................28-40
Starting the Business Rule Monitor ...............................................................................................................28-41
Business Rule Monitor Functionality ............................................................................................................28-42
Starting the Business Rule Monitor Instructor Demonstration ......................................................................28-44
Viewing Workflow Notifications ..................................................................................................................28-45
Setting User Preferences................................................................................................................................28-46
Customizing Your Personal Homepage: Creating the My Page Tab.............................................................28-47
Customizing Your Personal Homepage: Editing My Page............................................................................28-49
Practice Overview: Setting the User Preferences and Personal Homepage...................................................28-51
Practice: Setting the User Preferences and Personal Homepage ...................................................................28-52
Practice Solution: Setting the User Preferences and Personal Homepage .....................................................28-53
Viewing Workflow Notifications ..................................................................................................................28-57
Practice Overview: Viewing Workflow Notifications...................................................................................28-59
Practice: Viewing Workflow Notifications ...................................................................................................28-60
Practice Solution: Viewing Workflow Notifications .....................................................................................28-61
Summary........................................................................................................................................................28-63
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Interaction History Overview.........................................................................................................................29-1

Lesson 29: Interaction History Overview......................................................................................................29-2
Objectives ......................................................................................................................................................29-3
What Are Interactions? ..................................................................................................................................29-4
Interaction History Key Terms ......................................................................................................................29-5
Interactions and Interaction History ..............................................................................................................29-7
What Are Media and Media Items?...............................................................................................................29-9
What Are Activities? .....................................................................................................................................29-10
Interactions, Activities, and Media Items ......................................................................................................29-11
Interaction History.........................................................................................................................................29-12
Summary........................................................................................................................................................29-18
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Use Interaction History ...................................................................................................................................30-1

Lesson 30: Use Interaction History ...............................................................................................................30-2
Objectives ......................................................................................................................................................30-3
Accessing Interaction History........................................................................................................................30-4
Create Interaction Information ......................................................................................................................30-5
Practice Overview: Entering a Service Request ............................................................................................30-6
Practice: Entering a Service Request .............................................................................................................30-7
Practice Solution: Entering a Service Request...............................................................................................30-8
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Interaction Notes............................................................................................................................................30-12
HTML-Based Interaction History..................................................................................................................30-13
Interaction Tab: Interaction Filtering Criteria................................................................................................30-14
View Interactions...........................................................................................................................................30-15
Activity Tab: Search and View Activities .....................................................................................................30-17
Practice Overview: Viewing Interaction Information....................................................................................30-18
Practice: Viewing Interaction Information ....................................................................................................30-19
Practice Solution: Viewing Interaction Information......................................................................................30-20
Summary........................................................................................................................................................30-21
Implement Interaction History.......................................................................................................................31-1
Lesson 31: Implement Interaction History ....................................................................................................31-2
Objectives ......................................................................................................................................................31-3
Implementing Interaction History..................................................................................................................31-5
Steps for Implementing Interaction History ..................................................................................................31-7
Accessing the HTML Setup Window............................................................................................................31-10
HTML Setup Tabs .........................................................................................................................................31-11
Defining Outcomes........................................................................................................................................31-12
Defining Results ............................................................................................................................................31-14
Defining Reasons...........................................................................................................................................31-16
Case Study .....................................................................................................................................................31-17
Practice Overview: Defining Outcomes, Results and Reasons......................................................................31-18
Practice: Defining Outcomes, Results, and Reasons .....................................................................................31-19
Practice Solution: Defining Outcomes, Results, and Reasons.......................................................................31-21
Pairing Outcomes and Results .......................................................................................................................31-27
Pairing Results and Reasons..........................................................................................................................31-29
Practice Overview: Pairing Outcome-Result and Result-Reason Codes .......................................................31-30
Practice: Pairing Outcome-Result and Result-Reason Codes........................................................................31-31
Practice Solution: Pairing Outcome-Result and Result-Reason Codes .........................................................31-32
Defining Action Items ...................................................................................................................................31-34
Defining Actions............................................................................................................................................31-35
Defining Wrap Ups........................................................................................................................................31-36
Practice Overview: Defining Action Items, Actions, and Wrap Ups ............................................................31-38
Practice: Defining Action Items, Actions, and Wrap Ups .............................................................................31-39
Practice Solution: Defining Action Items, Actions, and Wrap Ups...............................................................31-40
Importing Mass Data .....................................................................................................................................31-43
Additional Setup Information: Interaction History Public APIs....................................................................31-45
Summary........................................................................................................................................................31-48
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1-to-1 Fulfillment Overview............................................................................................................................32-1

Lesson 32: 1-to-1 Fulfillment Overview .......................................................................................................32-2
Objectives ......................................................................................................................................................32-3
What Is 1-to-1 Fulfillment? ...........................................................................................................................32-4
1-to-1 Fulfillment Functionality ....................................................................................................................32-5
1-to-1 Fulfillment Key Terms........................................................................................................................32-6
Summary........................................................................................................................................................32-13
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Use 1-to-1 Fulfillment......................................................................................................................................33-1

Lesson 33: Use 1-to-1 Fulfillment ................................................................................................................33-2
Objectives ......................................................................................................................................................33-3
Accessing the Fulfillment Administration Console .......................................................................................33-4
Using 1-to-1 Fulfillment: Sending Fulfillment Requests...............................................................................33-6
Using 1-to-1 Fulfillment ................................................................................................................................33-8
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Viewing Fulfillment Requests .......................................................................................................................33-9

Viewing Fulfillment Request History............................................................................................................33-11
Practice Overview: Viewing Request Status and History Information..........................................................33-13
Practice: Viewing Request Status and History Information ..........................................................................33-14
Practice Solution: Viewing Request Status and History Information ............................................................33-15
Summary........................................................................................................................................................33-17
Implement 1-to-1 Fulfillment..........................................................................................................................34-1
Lesson 34: Implement 1-to-1 Fulfillment......................................................................................................34-2
Objectives ......................................................................................................................................................34-3
1-to-1 Fulfillment Operation Data Flow........................................................................................................34-4
Implementation Phases ..................................................................................................................................34-7
Implementation Steps for Phase I: Defining the Fulfillment Server..............................................................34-9
Creating Fulfillment Administrators..............................................................................................................34-11
Steps for Creating Fulfillment Administrators ..............................................................................................34-12
Creating a New User......................................................................................................................................34-13
Assigning the JTF_FM_ADMIN Role ..........................................................................................................34-15
Assigning Responsibility to the User.............................................................................................................34-16
Obtaining the Application and Responsibility IDs (Optional).......................................................................34-17
Setting the Default Responsibility and Application IDs................................................................................34-18
Case Study .....................................................................................................................................................34-19
Practice Overview: Creating Fulfillment Administrator Users......................................................................34-20
Practice: Creating Fulfillment Administrator Users ......................................................................................34-21
Practice Solution: Creating Fulfillment Administrator Users........................................................................34-22
Defining Servers and Agent Groups..............................................................................................................34-29
Steps for Defining Servers and Agent Groups...............................................................................................34-31
Fulfillment Administration Console ..............................................................................................................34-32
Defining Fulfillment Servers .........................................................................................................................34-33
Associating the Fulfillment Server With E-Mail Servers ..............................................................................34-35
Creating Agent Groups..................................................................................................................................34-37
Assigning Agent Groups to Fulfillment and E-Mail Servers.........................................................................34-38
Practice Overview: Creating Fulfillment and E-Mail Servers .......................................................................34-40
Practice: Creating Fulfillment and E-Mail Servers........................................................................................34-41
Practice Solution: Creating Fulfillment and E-Mail Servers .........................................................................34-42
Creating and Uploading Master Documents..................................................................................................34-48
Practice Overview: Creating and Uploading Master Documents ..................................................................34-50
Practice: Creating and Uploading Master Documents...................................................................................34-51
Practice Solution: Creating and Uploading Master Documents ....................................................................34-52
Creating Templates........................................................................................................................................34-55
Practice Overview: Creating Templates ........................................................................................................34-57
Practice: Creating Templates.........................................................................................................................34-58
Practice Solution: Creating Templates ..........................................................................................................34-59
Associating a Template With Master Documents (Optional) ........................................................................34-61
Practice Overview: Associating a Template With Master Documents ..........................................................34-62
Practice: Associating a Template With Master Documents...........................................................................34-63
Practice Solution: Associating a Template With Master Documents ............................................................34-64
Implementation Steps for Phase II: Starting the Fulfillment Server ..............................................................34-67
Starting the Fulfillment Server ......................................................................................................................34-68
Remote Command Operation ........................................................................................................................34-72
Implementation Steps for Phase II: Starting the Fulfillment Server ..............................................................34-73
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xvi

Implementation Phase III: Configuring Other CRM Applications ................................................................34-77
Managing 1-to-1 Fulfillment .........................................................................................................................34-78
Creating a Query............................................................................................................................................34-79
Practice Overview: Creating a Query ............................................................................................................34-81
Practice: Creating a Query.............................................................................................................................34-82
Practice Solution: Creating a Query ..............................................................................................................34-83
Generating Datasource Files..........................................................................................................................34-84
Downloading the Datasource Files ................................................................................................................34-85
Practice Overview: Creating and Downloading a Datasource File................................................................34-86
Practice: Creating and Downloading a Datasource File ................................................................................34-87
Practice Solution: Creating and Downloading a Datasource File..................................................................34-88
Merging Datasource Files with Master Documents.......................................................................................34-89
Additional Setup Information: 1-to-1 Fulfillment Public APIs .....................................................................34-91
Summary........................................................................................................................................................34-92
Course Summary ...........................................................................................................................................34-93
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xvii
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Preface
Profile
Before You Begin This Course
Before you begin this course, you should have the following qualifications:
Basic understanding Oracle Applications.
Prerequisites
11i CRM Footprint Overview (Oracle University Online eClass)
How This Course Is Organized

11i Use and Implement CRM Application Foundation is an instructor-led course featuring lecture
and hands-on exercises. Online demonstrations and written practice sessions reinforce the
concepts and skills introduced.
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xix
Related Publications
Oracle Publications
Title
Part Number
Oracle CRM Technology Foundation Concepts and Fundamentals A95278-01

Oracle CRM Application Foundation API Reference Guide
A90092-03
Oracle CRM Application Foundation Concepts and Procedures
A92119-01
Oracle CRM Application Foundation Implementation Guide
A92120-02
Oracle Applications Product Update Notes
A90364-01
Installing Oracle Applications
A90805-01
Maintaining Oracle Applications
A90810-01
Oracle Applications Concepts
A90380-01
Oracle Applications System Administrators Guide
A75396-08
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Additional Publications
System release bulletins
Installation and user guides
Read.me files
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xx
Typographic Conventions
Typographic Conventions in Text
Convention
Bold italic
Element
Glossary term (if
there is a glossary)
Example
The algorithm inserts the new key.
Caps and
lowercase
Buttons,
check boxes,
triggers,
windows
Click the Executable button.

Select the Cant Delete Card check box.
Assign a When-Validate-Item trigger to the
ORD block.
Open the Master Schedule window.
Courier new,
case sensitive
(default is
lowercase)
Code output,
directory names,
filenames,
passwords,
pathnames,
URLs,
user input,
usernames
Code output: debug.set (I, 300);

Directory: bin (DOS), $FMHOME (UNIX)
Filename: Locate the init.ora file.
Password: User tiger as your password.
Pathname: Open c:\my_docs\projects
URL: Go to http://www.oracle.com
User input: Enter 300
Username: Log on as scott
Initial cap
Graphics labels
(unless the term is a
proper noun)
Customer address (but Oracle Payables)
Emphasized words
and phrases,
titles of books and
courses,
variables
Interface elements
with long names
that have only
initial caps;
lesson and chapter
titles in crossreferences
Do not save changes to the database.

For further information, see Oracle7 Server
SQL Language Reference Manual.
Enter user_id@us.oracle.com,
where user_id is the name of the user.
Select Include a reusable module component
and click Finish.
SQL column
names, commands,
functions, schemas,
table names
Use the SELECT command to view

information stored in the LAST_NAME
column of the EMP table.
Element
Example
Italic
Quotation
marks
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This subject is covered in Unit II, Lesson 3,

Working with Objects.
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Uppercase
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Convention
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xxi
Arrow
Brackets
Menu paths
Key names
Select File> Save.

Press [Enter].
Commas
Key sequences
Plus signs
Key combinations
Press and release keys one at a time:

[Alternate], [F], [D]
Press and hold these keys simultaneously:
[Ctrl]+[Alt]+[Del]
Typographic Conventions in Code

Convention
Caps and
lowercase
Lowercase
Lowercase
italic
Uppercase
Element
Oracle Forms
triggers
Column names,
table names
Example
When-Validate-Item
Passwords
PL/SQL objects
DROP USER scott

IDENTIFIED BY tiger;
OG_ACTIVATE_LAYER
(OG_GET_LAYER
(prod_pie_layer))
Syntax variables
CREATE ROLE role
SELECT last_name
FROM s_emp;
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SQL commands and SELECT userid

FROM emp;
functions
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Typographic Conventions in Navigation Paths
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This course uses simplified navigation paths, such as the following example, to direct you
through Oracle Applications.
I
A
(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve
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This simplified path translates to the following:
1.
(N) From the Navigator window, select Invoice > Entry > Invoice Batches Summary.
2.
(M) From the menu, select Query > Find.
3.
(B) Click the Approve button.
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Notations :
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(N) = Navigator
(M) = Menu

xxii
(T) = Tab
(I) = Icon
(H) = Hyperlink
(B) = Button
Typographical Conventions in Help System Paths
This course uses a navigation path convention to represent actions you perform to find
pertinent information in the Oracle Applications Help System.
The following help navigation path, for example
(Help) General Ledger > Journals > Enter Journals
represents the following sequence of actions:
1.
In the navigation frame of the help system window, expand the General Ledger entry.
2.
Under the General Ledger entry, expand Journals.
3.
Under Journals, select Enter Journals.
4.
Review the Enter Journals topic that appears in the document frame of the help system
window.
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Getting Help
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Oracle Applications provides you with a complete online help facility.
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Whenever you need assistance, simply choose an item from the Help menu to pinpoint the type
of information you want.
To display help for a current window:
1.
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Choose Window Help from the Help menu, click the Help button on the toolbar, or hold
down the Control key and type 'h'.
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A web browser window appears, containing search and navigation frames on the left, and a
frame that displays help documents on the right.
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The document frame provides information on the window containing the cursor. The
navigation frame displays the top-level topics for your responsibility, arranged in a tree
control.
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If the document frame contains a list of topics associated with the window, click on a topic
of interest to display more detailed information.

xxiii
3.
You can navigate to other topics of interest in the help system, or choose Close from your
web browser's File menu to close help.
Searching for Help

You can perform a search to find the Oracle Applications help information you want. Simply
enter your query in the text field located in the top-left frame of the browser window when
viewing help, then click the adjacent Find button.
A list of titles, ranked by relevance and linked to the documents in question, is returned from
your search in the right-hand document frame. Click on whichever title seems to best answer
your needs to display the complete document in this frame. If the document doesn't fully answer
your questions, use your browser's Back button to return to the list of titles and try another.
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xxiv
Overview of Application
Foundation
Chapter 1
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Overview of Application Foundation

Chapter 1 - Page 1
Lesson 1: Overview of Application Foundation
Lesson 1: Overview of
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Chapter 1 - Page 2
Course Objectives
Course Objectives
After completing this course, you should be able to do
the following:
Describe how the individual CRM Application
Foundation modules are used
List the major features and functions of
Application Foundation modules
Describe points of integration with other CRM
modules
List the step-by-step implementation flows for
implementing the Application Foundation modules
Identify necessary setup requirements, and profile
options used in each module
Describe administrative tasks for each module
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Chapter 1 - Page 3
Lesson Objectives
Lesson Objectives
After completing this lesson, you should be able to do
the following:
List the Application Foundation modules
Describe each Application Foundation module
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Chapter 1 - Page 4
The CRM Application Foundation Modules
Business
Rule Monitor
Resource
Manager
Territory
Manager
Escalation
Manager
Calendar
1-to-1
Fulfillment
Task
Manager
Assignment
Manager
Notes
Interaction
History

The CRM Application Foundation modules are:
Resource Manager
Territory Manager
Calendar
Task Manager
Assignment Manager
Interaction History
Notes
1-to-1 Fulfillment
Escalation Manager
Business Rule Monitor
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Chapter 1 - Page 5
HTML and Forms User Interfaces of the Application Foundation

Modules
HTML and Forms User Interfaces of the

Application Foundation Modules
This course material reflects the current expansion of
some of the CRM Application Foundation modules to
include HTML-based functionalities.
Certain modules are available either through an Oracle
Forms interface, or through an HTML browser user
interface.
Forms User Interface
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HTML User Interface
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HTML and Forms User Interfaces of the Application Foundation Modules

This course material reflects the current expansion of some of the CRM Application
Foundation modules to include HTML functionalities. Certain modules are available either
through an Oracle Forms interface, or through an HTML browser user interface.
The Calendar, Notes, Task Manager, Interaction History, and Resource Manager can be
accessed through a single, integrated HTML interface. In these cases, the functionality is
similar or duplicated, in both the HTML and Forms versions of the product.
Other Application Foundation modules have added new functionality that is strictly HTML
based. For example, the Lookup Tool in Territory Manager module can only be accessed
through a HTML browser.
Detailed information is introduced in each individual module.
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Chapter 1 - Page 6
Resource Manager
Resource Manager
Resource Manager helps companies access and
manage their important resources, such as employees,
supplier contacts, parties, and partners.
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Resource Manager
The Resource Manager provides lists of resources, as individuals, groups, and teams, for
applications to access and manage their resources. Resources are defined as:
Employees
Supplier contacts
Parties
Partners
Note: You can also create a resource with a resource type of Other and To be hired.
Resources can also be organized into groups and teams.
You can use Resource Manager to perform the following tasks:
Import and view resources
Identify resources as salespeople
Assign additional attributes to resources
Create teams and groups
Organize resources within those teams and groups
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Chapter 1 - Page 7
Territory Manager
Territory Manager
Territory Manager allows a company to assign its
resources effectively using many factors such as
geographical location, product knowledge, account
size, or account name.
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Territory Manager
The Territory Manager provides user interfaces and functionality that organizations can use to
manage territories. You use Territory Manager to set up sales and service teams automatically
based on their geographical locations and expertise. Also, you can use it to make sales and
service information more secure by restricting personnel access to customer data.
Most sales and service territories that are defined in other applications are one dimensional.
They assign tasks to employees based on postal code, area code, country, vertical market, size
of company, or product expertise.
Oracle Territory Manager, however, makes it possible for you to create multidimensional
territories using a number of such criteria.
For example, you can assign all large customers within a specific geographical area only to
those sales representatives who have an expert knowledge of a product and have been with the
company for more than one year.
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Chapter 1 - Page 8
Calendar
Calendar
Calendar enables a company to set up employee shifts
and work times. Employees can also use the calendar
to view their schedules and appointments.
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Calendar
There are two different versions of the Calendar module. They are:
A Forms-based scheduling and calendar tool
A new HTML-based personal productivity tool calendar
The Forms-Based Calendar
The Forms-based Calendar module is mainly focused on resource scheduling and work shift
assignments. You use the Forms-based Calendar module to define and view available and
unavailable times (such as vacations, holidays, or sick leaves) for an employee resource or
group of employee resources.
The HTML-Based Calendar
The HTML-based calendar is used to effectively manage daily activities, appointments, and
tasks.
Key functionality in the personal calendar includes:
Viewing tasks, and personal or public calendars
Subscribing to a group calendar
Creating and managing appointments
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Chapter 1 - Page 9
Inviting individuals to those appointments
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Chapter 1 - Page 10
Task Manager
Task Manager
Task Manager creates and distributes work
assignments (callbacks, appointments, service
requests) to individuals.
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Task Manager
The other Oracle CRM modules use the Task Manager for task management functionality. It
provides an effective mechanism for organizations to use to respond to a customers needs in a
timely manner.
Using Task Manager, you can create new tasks, update tasks, or assign tasks. You can accept
an assigned task, finish the task, and create a new task. If you refuse or reassign a task to
another employee, the task can generate a series of notifications for other users or managers.
Tasks not performed in a specified amount of time, can be set up to go through an escalation
process.
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Chapter 1 - Page 11
Assignment Manager
Assignment Manager
Assignment Manager is used to designate resources
for a task or document, as well as assign ownership.
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Assignment Manager
The Assignment Manager is a tool used to select and designate qualified resources for a task or
a document (such as service request). It is only accessed from other modules and applications,
and not used as a stand-alone module.
You use the Assignment Manager to designate resources for a task or document as well as
assign ownership. For example, you log a service request. Before sending qualified help, use
the Assignment Manager to determine:
Resources that are responsible for the companys geographical location
Resources that are available for a specific time frame, such as, by the end of the week
Resources with the lowest labor rate and available time slot information if Oracle
Scheduler is installed
Resources preferred by the company
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Chapter 1 - Page 12
Interaction History
Interaction History
Interaction History tracks all interactions and points of
contact with each customer, as well as any notes or
data about that interaction.
Interactions
Agent
Customer
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Interaction History
A company may want to track all points of contact or interactions with its customers.
Interaction History tracks these customer-agent interactions and serves as a repository for the
interaction data. By tracking all contacts between human or automated agents and existing or
potential customers and customer systems, Interaction History supports the development of the
360 degree customer view for the user organization.
Interaction data provides the agent with a detailed history of the businesss relationship with
the customer, enabling agents to serve clients more effectively. Types of interactions and
activity data tracked include:
Customer
Account number
Agent
Campaign
Date and time
Activity type
Outcome and result of an interaction or activity
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Chapter 1 - Page 13
Duration and any attached notes

All records kept in Interaction History are considered to be historical records.
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Chapter 1 - Page 14
Notes
Notes
Notes are records of descriptive information that can
be referenced or created for use with other CRM
applications.
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Notes
A note is a record of descriptive information that can be referenced. A note can be attached,
among many others, to any of the following:
Service Requests
Service Quotes
Marketing Offerings
Tasks
Customers
In various business transactions, such as service requests, customer orders, sales, and
marketing transactions, an agent or a customer support representative needs to record
information about the transactions performed. Notes help to categorize these business
transactions.
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Chapter 1 - Page 15
1-to-1 Fulfillment
1-to-1 Fulfillment
1-to-1 Fulfillment automates the electronic transfer of
information to customers through email.
Fulfillment
Requests
Customer Service
Representative
Prospective
Customer
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1-to-1 Fulfillment
1-to-1 Fulfillment is defined as an automated way to send e-mail information to a customer. It
provides the ability to satisfy a customers requests for information, literature, and other
correspondence immediately.
Customer Service Representatives handle a variety of requests ranging from product and
service inquiries, pricing questions, billing inquiries, and general customer care issues. Many
of these requests will result in some dissemination of literature, collateral, forms of application,
letters, or correspondence to the customer.
1-to-1 Fulfillment provides the ability for call center administrators, mobile field
representatives, marketing managers, customer care representatives, and other service agents to
respond to different customer needs quickly and easily using e-mail.
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Chapter 1 - Page 16
Escalation Manager
Escalation Manager
Escalation Manager is a tool that helps organizations
manage Service Requests, Tasks, and Defects that
have not met customer service standards.
Manually
escalate
Original
owner
Escalated
owner
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Escalation Manager
Escalations can be divided into two different categories:
Reactive escalations, which usually involve a manual (or person initiated) escalation of a
task, service request, or defect
Proactive escalations, which are generated automatically if certain conditions are not met
Escalation Manager is used to escalate a service request, task, or defect manually. It provides
the following functionality:
Escalation tracking information
Service Request, Task, and Defect linking capability
Ownership assignment
Resolution plan definition with associated tasks and notes
Automatic notification of escalation progress to identified contacts
De-escalation and closure
Basic information that is captured in an escalation document includes the requester, the
required resolution date, and additional contacts that are involved.
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Chapter 1 - Page 17

The Business Rule Monitor automates the escalation
process based on the organizations defined business
rules.
User-defined
business rules
Monitor
business rules
Task
owner
E-mail
notification
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The Business Rule Monitor (BRM) is used to raise awareness. It provides a centralized place to
define and monitor business rules on a regular basis. Proactive escalations are initiated by the
Business Rule Monitor system based on these business rules. If a business rule is not met, then,
for example, a notification about that condition is sent automatically to the specified owner.
It can also be used to send:
Reminder notifications that a time period is about to expire
Follow-up notifications that an action must take place
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Chapter 1 - Page 18
Practice Overview: Fill-in-the-Blanks

This practice covers the basic understanding of the
CRM Application Foundation modules.
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Practice: Fill-in-the-Blanks
Use the following terms to complete the fill-in-the-blank sentences. There are more terms than
blanks.
Terms
Qualified Resources Assign
Territory Manager
Define
Work Shift
HTML-based Calendar
Customers
Supplier Contacts
Marketing Managers
Territory Manager
Note
Manually
Automatically
Repeating Appointments
Fill-in-the-Blanks
1. 1-to-1 Fulfillment provides the ability for call center administrators, mobile field
representatives, ___________, customer care representatives, and other service agents to
respond to different customer needs quickly and easily using email.
2. You use the Forms-based Calendar module to define ___________ information including
available and unavailable times (such as vacations, holidays, or sick leaves) for an
employee resource or group of employee resources.
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Chapter 1 - Page 19
3. The ________________ provides a centralized place to define and monitor business rules
on a regular basis.
4. Interaction History tracks all contacts between _____________ and agents.
5. You use the Task Manager to create, update, and __________ tasks.
6. You use the ___________ module to effectively manage your daily activities,
appointments, and tasks.
7. If you need to assign ________________ for a task or document, you would use the
Assignment Manager as a selection tool.
8. You use Escalation Manager to ____________ escalate a task.
9. In the Oracle E-Business suite, resources are defined as employees, _____________, and
parties and partners.
10. If desired, you can use the _____________ to make sales and service information more
secure by restricting personnel access to customer data.
11. A ________ can be attached to service requests, service quotes, marketing offerings, and
tasks.
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Chapter 1 - Page 20
Practice Solution: Fill-in-the-Blanks

CRM Application Foundation modules.
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1. 1-to-1 Fulfillment provides the ability for call center administrators, mobile field
representatives, marketing managers, customer care representatives, and other service
agents to respond to different customer needs quickly and easily using email.
2. You use the Forms-based Calendar module to define work shift information including
available and unavailable times (such as vacations, holidays, or sick leaves) for an
employee resource or group of employee resources.
3. The Business Rule Monitor provides a centralized place to define and monitor business
rules on a regular basis.
4. Interaction History tracks all contacts between customers and agents.
5. You use the Task Manager to create, update, and assign tasks.
6. You use the HTML-based Calendar module to effectively manage your daily activities,
appointments, and tasks.
7. If you need to assign qualified resources for a task or document, you would use the
Assignment Manager as a selection tool.
8. You use Escalation Manager to manually escalate a task.
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Chapter 1 - Page 21
9. In the Oracle E-Business suite, resources are defined as employees, supplier contacts, and
parties and partners.
10. If desired, you can use the Territory Manager to make sales and service information more
secure by restricting personnel access to customer data.
11. A note can be attached to service requests, service quotes, marketing offerings, and tasks.
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Chapter 1 - Page 22
Summary
Summary
In this lesson, you should have learned how to:
List the Application Foundation modules
Describe each Foundation module
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Chapter 1 - Page 23
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Chapter 1 - Page 24
Setup and Configuration of

Chapter 2
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Setup and Configuration of Application Foundation

Chapter 2 - Page 1
Lesson 2: Setup and Configuration of Application Foundation
Lesson 2: Setup and Configuration of

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Chapter 2 - Page 2
Objectives
Objectives
the following:
Identify the sequence of steps necessary to
implement the CRM Application Foundation
modules
Identify the installation verification steps
Identify the order in which to implement the
Describe how to access the HTML Diagnostic Test
Set
Identify the postinstallation verification steps
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Chapter 2 - Page 3
Skills Required for Implementing CRM Application Foundation 11i
Skills Required for Implementing CRM

Application Foundation 11i
Technical skills in data uploading and conversion

Competence in Oracle integration tools
Ability to map legacy data through an interface or
to build a customized interface
ERP and CRM implementation experience
Knowledge of Oracle Workflow
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Chapter 2 - Page 4
Implementation Flow
Implementation Flow
Install Patches
and
Check MetaLink
Verify
Dependency
Requirements
Install
E-Business
Suite
Set Up
App. Foundation
Modules
Verify
Foundation
Implementation
Run
HTML Diagnostic
Test Set
Installation
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Implementation Flow
Perform the following steps to set up and configure the CRM Application Foundation modules:
1. Install appropriate ERP 11i and CRM 11i products. (This step is typically performed
from an Oracle Rapid Install CD-ROM disk.)
2. Install appropriate patches. Locate patch information on the MetaLink Web site.
3. Perform the dependency verification steps listed in the Oracle CRM Application
Foundation Implementation Guide.
4. Implement the Application Foundation modules in the appropriate order.
5. Run applicable diagnostic tests using the HTML Diagnostics Test Set.
6. Perform the installation verification steps listed in the Oracle CRM Application
Foundation Implementation Guide. This will help you determine whether or not the
Application Foundation modules are configured and working correctly.
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Chapter 2 - Page 5
Install the E-Business Suite
Install the E-Business Suite

The E-Business Suite is available through the
following means:
Rapid Install CD
Platinum environment
e2 (Hosted E-Business Environment)
Install
E-Business
Suite
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The E-Business Suite

Rapid Install CD
The Oracle E-Business Suite Rapid Install CD is available through Oracle, and provides a
means of obtaining a clean installation environment.
For a clean installation: Use the latest Rapid Install package. If you do not have the latest
version of the Rapid Install CD, then you can download it and add the latest Oracle
Applications ERP Family Pack and Oracle Applications CRM Family Pack.
For a system upgrade: Use the latest Oracle Applications ERP Family Pack and Oracle
Applications CRM Family Pack.
In all cases, consult:
http://crm.us.oracle.com/field/patching/patches.html
Platinum Environments
Developed by Oracle CRM to provide the latest CRM and ERP code, Platinum is a tool for
rapid installation and implementation of the Oracle E-Business Suite. The purpose of the
Platinum environment is to provide a near fully patched environment up to the latest patch
level, including all prerequisite patches.
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Chapter 2 - Page 6
Note: Platinum is not intended to be used directly by customers external to Oracle, but rather
through Oracle Consulting, Oracle Lines of Business (LOBs), or Oracle partners.
e : Oracle's Hosted E-business Environments
E-Business Environments (e) is a collection of hosted environments sourced from Oracle
Platinum. These environments each contain production-level Oracle Applications with the
latest patches. All of these instances are hosted and maintained by Oracle. As such, installation
or patching is not necessary, only setup and configuration of the application modules.
Information about Platinum and e (E-Business Environments) is available at the following
URLs:
http://crm.us.oracle.com/hosted/overview/
http://e2.oracle.com
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Chapter 2 - Page 7
Patch Installation
Patch Installation
After completing the Rapid Install of the E-Business
Suite:
Install any patches required by the version of CRM
E-Business Suite with which you are working
Access the MetaLink Web page to locate the latest
patches
Install Patches
and
Check MetaLink
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Installing Patches
CRM patch information is available on the main Oracle CRM Web site. Select the Field
Readiness tab, then click the Patching link. The complete URL is:
http://crm.us.oracle.com/field/patching/patches.html
Links from this page contain patching information for installing CRM Applications through
Rapid Install, and implementing in Platinum environments.
During patch application, carefully review and execute the instructions in the patchs readme
file. This includes applying any necessary prerequisite or postinstallation patches.
Follow all instructions in the Autopatch section of Maintaining Oracle Applications, Release
11i, including the actions which must be performed after applying the patch.
How to Access MetaLink to Obtain the Latest Patches
To access MetaLink to obtain the latest patches, perform the following steps:
1. From a browser session, enter http://metalink.oracle.com/.
2. Perform one of the following:
- If you are an existing user, click the Login to Metalink! link.
- If you are a new user, click the Register for Metalink! link to register online.
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Chapter 2 - Page 8
3.
4.
5.
6.
Enter your username and password.

Click OK. The MetaLink homepage opens.
Click the Patches button. The Patch Download page opens.
Perform the following:
- Select Service Suite from the Product Family drop-down list.
- Select CRM Applications Foundation (jta) from the Product drop down list.
- Select the appropriate platform information from the Platform drop-down list.
7. Click Submit. The window displays a list of Application Foundation patches.
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Chapter 2 - Page 9
Installation Verification
Before implementing the CRM Application Foundation
modules, it is recommended that you complete a set of
verification tasks to ensure that the installation
process was successful.
These verification tasks are listed in the Oracle CRM

Application Foundation Implementation Guide.
Verify
Dependency
Requirements
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Before attempting to run CRM applications, verify that you can perform the following generic
tasks that are typical of all users of the Oracle E-Business Suite. Depending on your business
processes, and the modules that you are installing, not every task on the list is applicable to
your installation.
These steps are covered in more detail in the Oracle CRM Application Foundation
Implementation Guide:
Application Object Library
- Create a FND user
- Assign AOL responsibility to that user
- Change user, application, responsibility, or site profile options
Oracle Human Resources
- Create an employee
- Create a new business unit
Oracle Receivables
- Create a customer
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Chapter 2 - Page 10
- Create a new organization

Oracle Workflow
- Create a workflow with notifications
Oracle Inventory
- Define categories
- Define products and platforms
- Define unit of measurement
- Define unit of measurement classes
Oracle Purchasing
- Create a supplier contact
Order Management
- Define sales credit types
Oracle General Ledger
- Set up accounting flexfields
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Chapter 2 - Page 11
Implementation Order of CRM Application Foundation

Components
Implementation Order of CRM Application

Foundation Components
1. Resource Manager
2. Notes
3. Territory Manager
4. Assignment Manager
5. Task Manager
6. Calendar
7. Interaction History
8. 1-to-1 Fulfillment
9. Escalation Manager
10. Business Rule Monitor
11. User Management
Set Up
App. Foundation
Modules
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Implementation Order of CRM Application Foundation Components

Set up and configure the CRM Application Foundation components in the order in which they
are listed. This is the order recommended by Oracle Development. The implementation and
configuration steps for each Application Foundation module, except for User Management, are
covered in individual lessons in the remainder of this class.
User Management
Successful setup of the guest user registration process is required for correct operation of the
HTML-based CRM modules that use self-registration (iStore, for example). For information
about User Management and its implementation details, see the following manuals:
Oracle CRM Technology Foundation Concepts and Procedures, Release 11i.
Oracle CRM Technology Foundation Implementation Guide, Release 11i.
The Oracle CRM Technology Foundation Implementation Guide, Release 11i is currently
available through MetaLink only.
Spreadtable
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Chapter 2 - Page 12
For details on the embeddable Spreadtable component, consult the Oracle CRM Application
Foundation Implementation Guide. You can obtain this manual either from MetaLink or from
the documentation CD that is shipped with the software.
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Chapter 2 - Page 13
HTML Diagnostic Test Set

After completing the implementation steps for the
Application Foundation module, run the HTML
Diagnostic Test Set that is available through the HTML
System Administrator Console.
Run
HTML Diagnostic
Test Set
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Before implementing the Application Foundation module, run the applicable diagnostic tests
available through the HTML System Administrator Console.
These tests can troubleshoot some of the setup and installation problems with the Technology
Foundation and certain participating applications. In the Diagnostics screens, you can run
individual or test groups and set default test input values. Each test generates a report. If a
problem is encountered, the report identifies the problem and provides a suggestion about how
to resolve the problem.
Accessing the HTML Diagnostic Test Set
You can access the HMTL Diagnostic Test Set in one of two ways:
Select the Diagnostics tab in the System Administrator Console
Use a variation of the following URL:
http://<hostname>:<portnumber>/OA_HTML/jtfqalgn.htm
Note: If you are unable to access the link through the System Administrator Console, you can
access the same diagnostic tests through the independent URL.
Running Diagnostic Tests
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Chapter 2 - Page 14
You can run tests against product an application or product family by selecting it from the
Application drop-down list. Note that a product module must be registered with the diagnostic
tool before diagnostic tests for it become available.
The diagnostic tool contains three functional areas:
Basic: Use the links on this tab to automatically run all the listed diagnostic tests or to run
specific tests. Test input parameter values are defined on the Configuration tab.
Advanced: Use the links on this tab to test specific CRM modules or groups. Test input
parameter values for the specific test are entered directly in this window.
Configuration: Use this window for test and group administration and to configure any
necessary test input parameters.
Note: Consult the diagnostic tool user interface for a description of each test.
Viewing the Diagnostic Reports
After a test is run, a summary appears on the Results window. To access its report, doubleclick the report icon.
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Chapter 2 - Page 15
Verify Your Implementation
Verify Your Implementation

After implementing the CRM Application Foundation
modules, it is recommended that you complete a set of
verification tasks to ensure that the implementation
process was successful.
These verification tasks are listed in the Oracle CRM

Application Foundation Implementation Guide.
Verify
Foundation
Implementation
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Verify the Implementation

After you complete the configuration and setup of all the Oracle CRM Application Foundation
modules, verify that you can perform the following tasks to ensure that you have set up each
module correctly. Depending on your business processes, and the modules that you are
installing, not every task on the list is applicable to your installation.
These steps are covered in more detail in the Oracle CRM Application Foundation
Implementation Guide:
HTML Tech Stack
- Log in to HTML Applications as System Administrator
User Management
- Register and approve a new user
Resource Manager
- Create an employee resource
- Create a group resource
- Import a resource
- Define a resource group
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Chapter 2 - Page 16
Territory Manager
- Create an individual territory
- Find a salesperson
Task Manager
- Create a task
Notes
- Create a note for a task
Assignment Manager
- Assign a resource to a task
- Assign a resource to an escalation document
Escalations
- Escalate a task
Interaction History
- Create a result-reason pair
- Create a new activity
1-to-1 Fulfillment
- Create and configure the Admin user
- Set up server in the Admin module
- Run startup script and check logs for errors
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Chapter 2 - Page 17
Accessing the HTML Diagnostic Test Set Instructor

Demonstration

Instructor Demonstration
This demonstration shows you how to access the
Diagnostic Test Set from the System Administrator
Console.
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Perform the following steps to access the Diagnostic Test Set through the System
Administrator Console.
1. Log in to HTML Applications with the System Administrator responsibility.
2. Select the Diagnostics tab to open the CRM Diagnostics window. You will see three tabs:
- Basic
- Advanced
- Configuration
3. From the Application drop-down list in the Basic tabbed page, select Application
Foundation.
4. Click the Run All Groups button to have the Diagnostic Test Set run all the listed tests.
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Chapter 2 - Page 18
Summary
Summary
In this lesson, you should have learned to do the
following:
Identify the sequence of steps necessary to
implement the CRM Application Foundation
modules
Identify the installation verification steps
Identify the order in which to implement the
Describe how to access the HTML Diagnostic Test
Set
Identify the postinstallation verification steps
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Chapter 2 - Page 19
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Chapter 2 - Page 20
Resource Manager Overview

Chapter 3
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Chapter 3 - Page 1
Lesson 3: Resource Manager Overview
Lesson 3: Resource Manager Overview
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Chapter 3 - Page 2
Objectives
Objectives
After completing this lesson, you should be able to
do the following:
List the major features and functions of the
Resource Manager module
Explain the key terms related to Resource
Manager
Describe how Resource Manager integrates with
other modules
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Chapter 3 - Page 3
What Are Resources?
What Are Resources?

Resources are defined as the employees, supplier
contacts, parties, and partners that are used by the
different CRM components to accomplish business
objectives.
Employees
Partners
Parties
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What Are Resources?

The following entities are considered resources that are used in Resource Manager:
Employee: An employee is a person who has been hired to work for a company.
Resources of type Employee can be imported as resources from Oracle Human
Resources Management System (HRMS). An example of an Employee resource could be
a Sales Representative or Field Service Engineer.
Supplier contact: A supplier contact is the contact information for a person or agency
that sells raw material or goods. Resources of type Supplier can be imported as
resources from Oracle Purchasing (PO) application. An example could be a Sales
Representative or Field Service Engineer who is a contact for a vendor.
Party: A party is an entity that can enter into a business relationship. Resources of type
Party can be imported as resources from Oracle Accounts Receivables. An example
could be a customer.
Partner: A partner is one of two or more persons who contribute capital to establish or
maintain a commercial venture and who usually share in the risks and profits. Resources
of type Partner can be imported as resources from Accounts Receivables. An example
could be a Sales Representative at a partner company.
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Chapter 3 - Page 4
Resources can be organized into groups and teams with role types and roles identified.
Note: You can also create a resource within Resource Manager of resource type Other and
To be hired. If a resource will be created in the HRMS, you dont want to create a resource
in the Resource Manager because this resource information will not be recorded in the HRMS.
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Chapter 3 - Page 5
What Is Resource Manager?
What Is Resource Manager?
Through Resource Manager, you can:
Import and view resources

Identify resources as salespeople
Assign attributes to resources
Create teams and groups
Organize resources within those teams and groups
Defining and organizing your resource information

correctly makes your resources available for other
CRM application modules.
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Resource Manager
Use Resource Manager for the following functionality:
Import employees from Oracle HRMS*, parties and partners from Oracle Accounts
Receivables, and supplier contacts from Purchasing.
Identify resources as salespeople. Note that the only resource you can define in the
Forms-based Resource Manager is a salesperson. In the HTML Resource Manager, you
can now define and identify employee resources as salespeople, and this employee
information is also recorded in the Human Resources Management System (HRMS)
tables and automatically becomes a CRM resource.
Assign additional attributes to the resources so that these resources can be used by other
applications. In the Resources window, you can enter or view additional information in
the Service, Interaction Center, Compensation tab or Receivables tab for a resource if
necessary.
Create a resource group and team structure by using Resource Manager to better manage
resources for particular business needs. Note that team resources can be created in the
Forms-based Resource Manager only.
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Chapter 3 - Page 6
Assign individual resources with resource roles and role types to groups and teams. This
allows you to assign groups of people with the appropriate resources to specific tasks.
Oracle HRMS and Resource Manager
*If Oracle HRMS is not installed or licensed, then you can use the shared HRMS Forms in the
Resource Manager. To access the HRMS Forms from the Resource Manager, select the
Maintain Employee > Employee. If you want to import employee data from the legacy HR
system, then the only way to import an employee resource into Resource Manager is through
the use of the APIs of your legacy systems and Resource Manager public API,
JTF_RS_RESOURCE_PUB.Create_Resource ( ).
Note: In general, there are three ways to import resources into the Resource Manager:
Individually Import: An individual resource can be imported into Resource Manager by
logging in with the CRM Administrator responsibility, and selecting Resource Manager >
Maintain Resources > Import Resources.
Mass Import: This can be done through the concurrent programs to synchronize data
between Resource Manager and Oracle HRMS, Oracle Purchasing, and Oracle Accounts
Receivables.
Through the APIs: As mentioned earlier, the APIs of your legacy systems and Resource
Manager public APIs are used when you want to import data from your legacy HR,
Purchasing, or Accounts Receivables system into the Resource Manager.
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Chapter 3 - Page 7
Roles and Role Types

Examples of the seeded role types and roles are:
Sales (role type)
Roles: Sales manager, sales administrator,
sales representative, and sales approver
Contracts (role type)

Roles: Contracts administrator and contracts user
Field Service (role type)

Roles: Field service manager, field service
administrator, and field service representative
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The following are characteristics of roles and role types:
A role type is a collection of roles associated with a particular CRM module. For
example, Sales, Telesales, Marketing, Sales Compensation, Support, and Call Center are
all role types. Role types are seeded by the different modules that access Resource
Manager. You can define custom role types for your business needs.
A role can encompass one or more job descriptions and job titles (Field Service
Representative), or functions within the applications (such as default marketing approver,
MES_Publish, and Channel_Manager). You assign seeded roles to resources, resource
groups, and resource teams. For example, the seeded roles for Sales include manager,
administrator, approver, and representative. The seeded roles for Telesales include
manager, administrator, and agent. You can define custom roles for your business needs.
Note:
Seeded roles are roles provided by Oracle at the time of installation.
Make sure that a role type exists with which you can associate the new role.
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Chapter 3 - Page 8
Role Attributes
Role Attributes
Each role is associated with one specific role

attribute during role creation. This is important
when you use groups to define a resource
reporting hierarchy.
There are four seeded role attributes:
Member
Lead
Administrator
Manager
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Role Attributes
There are four seeded role attributes that can be associated to roles at role creation:
Member: Default when another attribute is not chosen (Lead, Administrator, Manager).
Lead: Used in the context of team lead.
Administrator: Used to grant this user permission to view information about other group
members. In the HTML Resource Manager, only a user in a group with either the
Administrator or Manager group member role attribute can update group member and
group hierarchy information.
Manager: Used to set up the group reporting hierarchy. For example, all the forecasts for
a group of sales representatives will roll up to the person with the Manager role attribute
in that group. In addition, a user with the Manager group member role attribute can
update the group member and group hierarchy information in the HTML Resource
Manager.
You use these role attributes to define a resource reporting hierarchy. This hierarchy is used in
sales product families, such as Sales Online and Telesales, to control the data access privilege
(customer, sales lead, and sales opportunity) as well as sales forecast rollup and incentive
compensation plan through the group functionality. It is also used for workflow notifications
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Chapter 3 - Page 9
and escalations. For example, if you set up an escalation for service requests and tasks,
notifications for members of groups go to the manager.
Note: The role attribute is identified in the role setup screen while defining a role.
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Chapter 3 - Page 10
Resource Manager Key Terms

The following terms are used in Resource Manager:
Resource
Resource Manager
Role type
Role
Role Attributes
Salesperson
Group
Dynamic Group (Forms only)
Team (Forms only)
Skills Management (HTML)
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The following terms are used in Resource Manager:
Resource are defined as employees, supplier contacts, parties, and partners that are used
by CRM applications to accomplish business objectives.
Resource Manager is a tool that helps you manage resources.
A role type is a collection of roles associated with a particular CRM module. For
example, Sales, TeleSales, Marketing are some seeded role types.
A role is a job function or description performed by a resource. Examples of a role are a
Sales Manager, Telesales Agent or Field Service Engineer.
A role attribute is associated with a role. It defines the responsibility for each role in a
group or team. For example, a Telesales Agent role represents the Member role attribute
in a group, and a Sales Manager role represents the Manager role attribute in a group.
A salesperson is a generic term used for any person involved in the sale or support of
products and services.
A group is organized based on the similar functionality or roles of its members. For
example, several sales representatives and sales managers can be organized into a group
specifically for sales purposes by geography, product or customer.
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Chapter 3 - Page 11
A dynamic group is a group which is created based on your criteria by using SQL
statements.
A team is a collection of cross-functional resources. It is organized for the purpose of
accomplishing a project. Team members are chosen for their availability, qualifications,
and location. This functionality can be defined in the Forms version only.
The functionality of the skills Management is specifically used for support and service
engineers to rate their product specific skill sets. This information is different from the
competency skill sets defined in the Oracle HRMS.
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Chapter 3 - Page 12
Interactions Within the E-Business Suite

Interaction
History
Marketing
Service
Assignment
Manager
Calendar
Territories
iSupport
Resource
Manager
Incentive
Compensation
Task
Accounts
Receivables
Call Center
HRMS
Sales Online
Purchasing
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Interactions Between the E-Business Suite

The entire CRM suite uses Resource Manager to import and view resources, define resources
(salespeople), define roles and role types, create teams and groups, and organize resources
within those teams and groups.
For example, the following CRM modules use Resource Manager to define or schedule
resources:
Marketing uses Resource Manager to set up marketing groups, identify approvers, and
execute marketing campaigns.
Service uses group and team lists of resources from Resource Manager for service
request assignments.
iSupport uses Resource Manager to set up support groups to fulfill service and support
needs.
Incentive Compensation uses Resource Manager to set up sales representatives and sales
compensation group hierarchies.
Call Center uses Resource Manager for call center routing.
Sales Online uses Resource Manager to set up a sales hierarchy.
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Chapter 3 - Page 13
The following Application Foundation modules also use Resource Manager:

Calendar uses Resource Manager to track the availability of resources.
Interaction History uses Resource Manager to provide touch points.
Assignment Manager uses Resource Manager to provide a list of qualified resources.
Territory Manager uses Resource Manager to select the resources for a particular
territory.
Task Manager uses Resource Manager to provide single, group, and team lists of
resources for task assignments.
Resource Manager uses the concept of the Oracle Trading Community Architecture (TCA).
You can import resources from the following different sources:
Resources of category Party and Partner can be imported from Oracle Accounts
Receivables (AR) to Resource Manager and become CRM resources.
Resources of category Supplier Contact can be imported as resources from Oracle
Purchasing (PO).
Resources of category Employee can be imported as resources from Oracle Human
Resource Management System (HRMS).
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Chapter 3 - Page 14

This practice covers the basic understanding of
Resource Manager.
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blanks.
Terms
Role Type
Supplier Contacts
Parties
Teams
Role Attributes
Role
Groups
Member
Lead
To Do List
Product
Knowledge
Administrator
Supervisor
Fill-in-the-Blanks
1. Resources are used throughout CRM Applications. They can include employees,
____________, _________, and partners.
2. A ____ is a job function or description performed by a resource, such as sales manager or
sales representative.
3. A _________ is a collection of roles associated with a particular CRM module, such as
Telesales, Marketing, and Sales.
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Chapter 3 - Page 15
4. Resource Manager uses the functionality of _____ to organize cross-functional resources

for a special project.
5. Resources with similar functionality can be organized into ______.
6. The functionality of ____________ can be used to define resource reporting hierarchy.
7. List four seeded role attributes used in Resource Manager: ______, ____, _________,
and Manager.
8. HTML Resource Manager provides the functionality for a resource to rate their skill
levels against _______ specific information.
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Chapter 3 - Page 16

This practice covers the basic understanding of
Resource Manager.
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1. Resources are used throughout CRM Applications. They can include employees, supplier
contacts, parties and partners.
2. A role is a job function or description performed by a resource, such as sales manager or
sales representative.
3. A role type is a collection of roles associated with a particular CRM module, such as
Telesales, Marketing and Sales.
4. Resource Manager uses the functionality of teams to organize cross-functional resources
for a special project.
5. Resources with similar functionality can be organized into groups.
6. The functionality of role attributes can be used to define resource reporting hierarchy.
7. List four seeded role attributes used in Resource Manager: Member, Lead, Administrator
and Manager.
8. HTML Resource Manager provides the functionality for a resource to rate their skill
levels against product specific information.
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Chapter 3 - Page 17
Summary
Summary
List the major features and functions of the
Resource Manager module
Explain the key terms related to Resource
Manager
Describe how Resource Manager integrates with
other modules
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Chapter 3 - Page 18
Use Resource Manager

Chapter 4
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Chapter 4 - Page 1
Lesson 4: Use Resource Manager
Lesson 4: Use Resource Manager
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Chapter 4 - Page 2
Objectives
Objectives
the following:
Describe how to maintain personal information
Describe how to view organization hierarchy
Describe how to rate personal skill levels
Describe how to search for resource information
Describe how to view group detail information
Describe how to view group hierarchy history
Describe how to maintain group hierarchy and
group member information
Describe how to make yourself Web available
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Chapter 4 - Page 3
Accessing the Resource Manager
Accessing the Resource Manager

Resource Manager can be accessed through any of
the following ways:
The stand-alone Resource Manager in Forms
The stand-alone HTML Resource Manager
The Forms-or HTML-based application user
interfaces through other CRM Applications, such
as Sales Online, Marketing Online, Sales, and
Service applications
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Accessing the Resource Manager Module

Resource Manager can be accessed in the following ways:
The Stand-alone Resource Manager in Forms
- Responsibility: CRM Administrator Responsibility or CRM Resource Manager
responsibility
- Navigation path: (N) Resource Manager
The Stand-alone HTML Resource Manager
- Responsibility: CRM Application Foundation User responsibility
- Navigation path: (T) People > Employees subtab or Groups subtab to access the
employee or group resource windows.
To perform the setup steps in HTML Resource Manager, use the following information:
- Responsibility: Resource Self Service Administrator responsibility
- Navigation path: (T) Administration to access the setup screens
The Forms or HTML-based Resource Manager from other CRM applications
Resource Manager can be accessed through different CRM applications. For example,
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Chapter 4 - Page 4
you can create group resources in Forms by selecting the Customer Support responsibility
> Resource Manager > Maintain Resources > Groups.
To access the HTML Resource Manager, login to Sales Online by using
LJONES/WELCOME, (T) Home > Tools subtab > Resource Lookup hyperlink to search
for an individual resource.
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Chapter 4 - Page 5
Using Resource Manager
Using Resource Manager

Typical end-user tasks in Resource Manager include
the following:
Maintaining personal information (HTML)
Viewing organization information (HTML)
Rating personal skill levels (HTML)
Searching for resources (HTML)
Viewing group detail information (HTML)
Viewing parent-child group history information
(HTML)
Maintaining group hierarchy and member (HTML)
Making a resource Web available or unavailable
(Forms)
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Using HTML Resource Manager

The following tasks are performed in the HTML Resource Manager only:
Maintain personal information: You can define and update your personal information,
such as preferred name, work phone, and e-mail.
View organization information: You can view your organization structure information.
Rate personal skill levels: In HTML, employee resources can rate their own technical
skill levels in the Rate Skills window. These ratings are product specific skills and are
different from the competency skills defined in Oracle HRMS. The functionality of
Resource Skills Management is primarily used by field service and support teams to
select the best resource for a service request.
Search for resources: This includes searching for employee resources and group
resources.
View group detail information: This allows you to view the parent group name, group
usage, group membership, and member history information.
View parent-child group history information: This allows you to view parent and child
group information as well as group history information.
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Chapter 4 - Page 6
Maintain group hierarchy and group member information: This allows a user in a
group with either the Admin or the Manager group member role attribute to update group
member and group hierarchy information.
Make a resource Web available and unavailable: The feature of making a resource
Web available is designed for support services used to support internal or outside
customers, and is performed in the Forms version only.
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Chapter 4 - Page 7
Accessing the HTML Login Screen
Accessing the HTML Login Screen
You can use the Resource Manager in either a

Forms-based or HTML-based environment.
Use the following information to access the HTML
Resource Manager in the JSP page:
Enter the URL for the jtflogin.jsp page.
Log in to the jtflogin.jsp page by using the
appropriate username and password.
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HTML-Based Login Screen

Note: To open the jtflogin.jsp page, enter its URL:
http://<host.domain_name>:<port>/<docroot>/jtflogin.jsp
Use the following for the variable parameters:
host.domain_name: The host name where the Apache Server is installed. For
example, ap023sun.us.oracle.com is a fully qualified host name.
port: The port on which the Apache Web listener is configured.
docroot: The document root defined for the Apache Server that contains the JSP pages.
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Chapter 4 - Page 8
HTML Resource Navigation
HTML Resource Navigation

After logging in to the HTML Resource Manager with
an appropriate responsibility, you can see the
following two subtabs under the People tab:
Employees
Groups
CRM Application Foundation User responsibility
(T) People > Employees subtab or Groups subtab
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HTML Resource Manager Employees Navigation

After logging in to the stand-alone HTML Resource Manager with the CRM Application
Foundation User responsibility, select the People tab to see the following subtabs:
Employees subtab: Use this subtab to update and view existing employee information.
This includes the following tasks:
- Maintain personal information
- View organization information
- Enter personal technical skill levels
- Search for employee resources and group resources
Groups subtab: Use this subtab to update and view existing group information. This
includes the following tasks:
- View group detail information including group membership
- View parent-child group history information
Notice that the Create button is not shown in the Employees window because Rhonda Abbott,
as a regular employee, does not have the Resource Self Service Administrator responsibility
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Chapter 4 - Page 9
assigned to her. If she has the administrator responsibility, then she can also see the
Administration tab besides the People tab.
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Chapter 4 - Page 10
Maintaining Personal Information

By clicking the Preferred Name hyperlink in the
Employees window, you can open the Resource
Details window to maintain personal information.
(T) People > Employees subtab > Summary
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From the Employees subtab, select the Summary hyperlink from the side navigation menu to
open the Employees window and view employee details based on the user login.
For example, Rhonda Abbott, a support agent for Vision Company, logs into the system. She
can see her employee information (preferred name, employee number, job title, e-mail, and
managers name) listed in the Employees window. If she gets approval by the administrator for
information update, then Rhonda Abbott can update her personal information. She can click
her name in the Preferred Name field to open the Resource Details window and add or update
her preferred name, work phone, work address, office, mailstop, and location information. She
cannot update her job title and manager information even if this was not entered before. After
updating her personal information, she can click the Update button to save the changes.
Note: Users with the Resource Self Service Administrator responsibility can determine which
fields (preferred name, resource address, work phone number, and e-mail address) can be
updated and how the update should occur, such as full update, update with notification, update
with approval, or no update. Detailed information is covered in the 11i Implement and
Administer CRM Application Foundation course.
Viewing History Information
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Chapter 4 - Page 11
To view role history or group membership history information, Rhonda can click the Show
History button located either in the Roles or Group Membership region.
For example, if Rhonda had a support analyst role one month ago, then this analyst role
displays in the window after clicking the Show History button in the Roles region.
Note: Your personal information is maintained by you, or a resource administrator with the
Resource Self Service Administrator responsibility only. Your direct manager cannot update
your personal information, but can view it.
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Chapter 4 - Page 12
Practice Overview: Updating Personal Information
Practice Overview:
Updating Personal Information
This practice covers the following topics:
Creating a Resource Manager regular user
Updating personal information
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Chapter 4 - Page 13
Practice: Updating Personal Information
Practice:
You are the resource administrator at Vision Company
and want to create a user so that the user can update
his personal information in HTML Resource Manager:
1. Define a new employee and assign appropriate
responsibilities.
2. Import employee resource.
3. Update personal information.
Remember to record the employee identification
numbers that were assigned when you created
them.
Also, record the resource numbers that were
created when you imported them from HRMS.
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Navigation
Defining a New Employee
U.S. (Super) HRMS Manager responsibility (EBUSINESS/WELCOME), (N) People > Enter
and Maintain (B) New
Assigning Responsibilities to the Employee
System Administrator responsibility (EBUSINESS/WELCOME), (N) Security > User >
Define
Importing the Employee Resource
CRM Administrator responsibility (EBUSINESS/WELCOME), (N) Resource Manager >
Maintain Resources > Import Resources
CRM Application Foundation User responsibility using the username and password that you
just created, (T) People > Employees subtab > (H) Summary
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Chapter 4 - Page 14
Practice Solution: Updating Personal Information
Practice Solution:
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Solution
Define a New Employee:
1. Log in with the U.S. (Super) HRMS Manager responsibility (EBUSINESS/
WELCOME), and select People > Enter and Maintain.
2. Click New in the Find Person window. Enter the employee information in the following
fields:
- Last Name: your last name
- First Name: your first name
- Gender: Select either Male or Female.
- Type: Employee
3. Save the record. Select File > Save from the menu.
4. Disregard the two notes that display if you attempt to save the record without entering a
date of birth or social security number (SSN).
5. Record the employee identification number in the Employee field. It is used in later
practices.
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Chapter 4 - Page 15
Practice Solution:
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Solution
Assign Responsibilities to the Resource
6. Log in with the System Administrator responsibility (EBUSINESS/WELCOME), select
Security > User > Define.
7. Enter the following information:
- Username: Your first initial combined with your last name. For example, use Jsmith
for John Smith.
- Password: Enter Welcome twice
- Person: Select the employee name (your name) that you just created from the list of
values
- Assign the following responsibilities that you need to be able to access the HTML
Resource Manager:
- Resource Self Service Administrator responsibility
- CRM Application Foundation User responsibility
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Chapter 4 - Page 16
Note: You also need to assign the following responsibilities to the user for the
convenience of accessing the stand-alone Foundation modules and other CRM
applications that will be used in the rest of the entire course:
- System Administrator responsibility
- JTF HTML Calendar User responsibility
- CRM HTML Administration responsibility
- Territory Administration HTML responsibility
- Interaction History JSP User responsibility
- Interaction History JSP Administrator responsibility
- CRM Administer responsibility
- Workflow User Web Applications responsibility
- Preferences (Self Service Web applications) responsibility
- U.S. (Super) HRMS Manager responsibility
- Customer Support responsibility
- Field Service Manager responsibility
8. Save your work.
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Chapter 4 - Page 17
Practice Solution:
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Solution
Import the Employee Resource:
1. Log in with the CRM Administrator responsibility (EBUSINESS/WELCOME), select
Resource Manager > Maintain Resources > Import Resources. The Selection Criterion
window opens.
2. Make sure that the Employee is selected in the Resource Category field.
3. Enter the employee number that you recorded earlier in the Employee Number field.
4. Click Search. The application populates the Category and Name fields in the Search
Results section.
5. Click Create Resource. The Default Values window opens, and the application populates
the Start Date field with the current date.
6. Click OK. The Selected Resources window opens, displaying the resource selections.
7. Click Save Resource and record the resource number for later use. Note that the New
Record populates automatically in the Comments field. Resource importation and
definition is complete.
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Chapter 4 - Page 18
Practice Solution:
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Solution
Update Personal Information:
1. Log on to the HTML application URL provided by your instructor using the username
that you just created. Change your password if required.
2. Select the CRM Application Foundation responsibility from the Default Responsibility
drop-down list.
3. Click the Update button and log out again.
4. Use the new password if necessary to log on to the HTML application again to access the
HTML Resource Manager.
5. Select the People tab and Employee subtab.
6. Select yourself to open the Resource Details window and update your personal
information with the following values:
- Work Phone: 408.555.1234
- Work Address: Redwood Shores, California
- Office: 1234
- Mailstop: 6OP001
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Chapter 4 - Page 19
- Location: Building 100

7. Click the Update button to save your changes.
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Chapter 4 - Page 20
Viewing Organization Information
Viewing Organization Information

The organization structure shows the resource
reporting hierarchy based on the job title.
Use the following ways to view organization
information:
Select a job title hyperlink in the Employees
window
Select the Organization hyperlink from the side
navigation menu
(T) People > Employees subtab > Summary > Organization
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View Human Resources (HR) Organization Information

The HR organization information can be viewed either by selecting a job title hyperlink in the
Employees window or selecting the Organization hyperlink from the side navigation menu for
a selected resource.
For example, after displaying Rhondas personal information in the Resource Details window,
she can select the Organization hyperlink from the side navigation menu to display the
organization structure. If she has any subordinates reporting to her, then her directs information
is also shown in this organization chart. She can then click any of her directs hyperlink to view
detailed personal information.
Besides using the Organization side navigation menu, she can click the Job Title hyperlink in
the Employees window directly to get to the same screen. For example, Rhonda Abbott can log
on to the Sales Online application, after retrieving herself from the Advanced Search window
for the Resource Lookup. From the Employees window, she can click her manager information
in the Job Title field to directly view the organization information.
Note: If changes are made to the employees manager field in the Resource Details window,
then the Flatten Employee Hierarchy concurrent program needs to be run in order to reflect the
changes in the organization chart when you view them. The Flatten Employee Hierarchy
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Chapter 4 - Page 21
concurrent program is used only to populate data in Resource Manager internal tables in order
to expedite data display in Organization link for Employee hierarchy.
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Chapter 4 - Page 22
Features of Resource Skills Management
Features of Resource Skills Management

Resource Skills Management only allows employee
resources to rate their own skill levels.
It is primarily used in the Customer Support
application to select the best resource to assign to a
service request. It is different from the competency
skill sets defined in the HRMS.
Field Service
Representative
Service Request:
PC Repair
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Resource Skills Management

Resource Skills Management has the following features and functionalities:
An employees manager as defined in Oracle HRMS cannot modify or create new skill
levels for his or her subordinates. Skill levels can be updated only by the employee, and
by users with the Resource Self Service Administrator responsibility. In other words, an
employees manager must be given the Resource Self Service Administrator
responsibility in order to be able to modify the employees skill level.
There is no security around viewing a resources skill ratings. Any individual can view
anothers skill rating information by querying the resource.
This functionality is not date/time effective. It always indicates the current time. For
example, you cannot rate yourself as Expert on Sales Online product effective June 10,
2001.
There is no limit to the number of times a resources skills can be modified or added.
The skill ratings (such as Expert, Normal, or Good) can be product specific skills defined
in the HTML Resource Manager. It is different from the competency skill sets defined in
the HRMS. The functionality of Resource Skills Management is primarily used by
customer support teams to select the best resource to assign to a service request.
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Chapter 4 - Page 23
Rating Personal Skill Levels

By using the Rate Skill window, resources can easily
maintain their skills for selected products.
Expert
Good
Basic
Not Applicable
Rhonda Abbott
Hard Drive
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Skills Management
Using Skills Management, a resource can maintain their skills at various levels including
category (such as CRM or ERP), product name (1198 CRM Application Foundation),
product component (JTF_RES), platform (Sun Server), and problem code (such as fix server,
install problem, or documentation problem).
For example, Rhonda Abbott, a support agent, has experience in Resource Manager, one
component within CRM Application Foundation. After she logs in, she can select herself in the
Employees window, and then select Skills from the side bar to access the Skills window.
Clicking the Add New Skill button to open the Rate Skill window, she can then select
appropriate category code (CRM), type (Product), product name (Application Foundation), and
product component name (Resource Manager). Rhonda can rate herself as Experienced in
the Level field for this specific product component. By clicking the Create button, Rhonda can
view her skill summary information in the Skills window.
Category, Product Name and Component information are set up in Oracle Inventory.
Note: If Problem Code or Platform is selected in the Type field, then the Component field is
not available.
How This Skill Level Is Used
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Chapter 4 - Page 24
Each selected skill level has an associated numeric value, such as 0 for skill level N/A,
25 for Experienced and 80 for Expert. Behind the scenes, this rating is stored as a
numerical value which is defined by your resource administrator in the setup screen.
If there are multiple skill ratings for Rhonda, then these ratings are displayed in an ascending
order based on the associated skills numeric value, such as N/A(0), Experienced (25) and
Expert (80).
This numerical value can be a part of the calculation used to select the best resource for a
service request.
Note: If a resource wants to remove a particular skill set from his or her profile, he or she
should query the skill level first, then update it with a skill level that has the lowest skill
numeric value attached to it. In most cases, the lowest skill rating is Not Applicable (N/A).
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Chapter 4 - Page 25
Practice Overview: Rating Personal Skill Levels
Practice Overview:
This practice covers rating personal skill levels.
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Chapter 4 - Page 26
Practice: Rating Personal Skill Levels
Practice:
As a support agent, you want to use the HTML
Resource Manager to rate your personal skill levels.
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Navigation
CRM Application Foundation User responsibility, (T) People > Employees subtab > (H) Skills
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Chapter 4 - Page 27
Practice Solution: Rating Personal Skill Levels
Practice Solution:
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Solution
Rate Personal Skill Levels:
1. Continuing from the previous solution, after logging to the HTML Resource Manager
using the username that you just created in the previous practice, select yourself as the
preferred name in the Employees window.
2. Select the Skills hyperlink from the side navigation menu bar.
3. Enter the following values to rate yourself:
- Category: COMPUTER.NOTEBOOK
- Type: Problem Code
- Name: Software Problem
- Level: Select any skill level available in the system
4. Click the Create button and then select the Add New Skill button to create another set of
skill information:
- Category: COMPUTER.DESKTOP
- Type: Product
- Name: AS54888
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Chapter 4 - Page 28
- Component: Leave this field blank

- Level: Select any skill level available in the system
5. Click the Create button to save your work.
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Chapter 4 - Page 29
Searching for Resources

Use the following two ways to search for employee or
group resources:
Quick Find
Advanced Search
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Use the following two ways to search for your desired group or employee resources:
Use Quick Find: This allows you to select either Employee or Groups from the Quick
Find drop-down list. Enter at least three characters for the resource or use wildcard
ke% as the search criteria and click the Go button.
For example, if Groups is selected in the Quick Find field and ke% is entered, then this
will list all the existing group names starting with the letters ke and their group
numbers in the Search Results window. From there, you can click any group to display
the group details.
Use Advanced Search: The advanced search can be launched either in the Employees or
Groups subtab of the People tab.
- To search for an employee resource, click the Advanced Search hyperlink from the
Employees window. Enter search criteria for the employee that you want to search
and click the Search button. These criteria include first name, last name, username,
e-mail, resource number, employee number, manager name, job title, work phone,
and salesperson number. After a search, the Employees window opens with a list of
resources that match your criteria. You can click the resource name hyperlink to
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Chapter 4 - Page 30
view resource details, the job title to view the organization structure, and e-mail
address to send an email.
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Chapter 4 - Page 31

Use resource search to help you identify your desired
group or employee resources. You can accomplish
this using Quick Find or Advanced Search.
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Searching for Resources (continued)

- To search for a group resource, click the Groups subtab from the side navigation bar
to open the Groups window. Click the Advanced Search hyperlink to enter group
search criteria. These criteria include group name, group email, group number,
description, group usage, start and end date. After a search, a list of groups appear
in the window. You can click any group hyperlink to open the Group Details
window.
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Chapter 4 - Page 32
Practice Overview: Searching for Resources
Practice Overview:
Searching for employee resources
Searching for group resources
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Chapter 4 - Page 33
Practice: Searching for Resources
Practice:
You are a resource administrator for Vision Company
and want to use the HTML Resource Manager to
search for a resource named Rhonda Abbott and a
group called Key Accounts:
1. Use the Advanced Search hyperlink to search for
Rhonda Abbott.
2. Use the Advanced Search hyperlink to search for
the Key Accounts group.
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Navigation
Searching for Employee Resources
CRM Application Foundation User responsibility, (T) People > Employees subtab > (H)
Advanced Search
Searching for Group Resources
CRM Application Foundation User responsibility, (T) People > Groups subtab > (H) Advanced
Search
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Chapter 4 - Page 34
Practice Solution: Searching for Resources
Practice Solution:
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Solution
Search for Employee Resources
1. After logging in to the Resource Manager, select the People tab and then the Employees
subtab.
2. Select the Advanced Search hyperlink to enter Abbott in the Last Name field and leave
the rest of fields blank.
3. Click the Search button to perform a search.
4. You should be able to see all the resource with last name Abbott listed in the Search
Results window.
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Chapter 4 - Page 35
Practice Solution: Searching for Group Resources
Practice Solution:
Searching for Group Resources
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Solution
Search for Group Resources
1. Continuing from the previous step, select the People tab and then the Groups subtab.
2. Select the Advanced Search hyperlink to enter Key% in the Group Name field and
leave the rest of fields blank.
3. Click the Search button.
4. You should be able to see a group called Key Accounts listed in the Search Results
window.
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Chapter 4 - Page 36
HTML Resource Navigation: Groups Subtab
HTML Resource Navigation:

Groups Subtab
After you select the Groups subtab from the People
tab, the Groups window opens with the group to which
you are currently assigned.
(T) People > Groups subtab
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HTML Resource Manager Groups Navigation

After selecting the Groups subtab from the People tab, the Groups window opens with the
group that you are currently assigned to. For example, if Rhonda Abbott is assigned to the Key
Accounts Central group, then this Key Accounts Central group information populates
automatically.
From here, you can perform the following tasks:
Search for a group that you want to view
View group detail information
View parent-child group hierarchy information
Note: The search functionality is discussed earlier through Quick Find or the Advanced Search
hyperlink.
Notice that the Create button is not shown in the Groups window because Rhonda Abbott, as a
regular employee, does not have the Resource Self Service Administrator responsibility
assigned to her.
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Chapter 4 - Page 37
Viewing Group Detail Information

Use the Group Detail window to view information
about a selected group, including:
Group general information
Parent group information
Group usages
Group members
Group member history information
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View Group Detail Information

You can view group information by querying up your desired group first. This can be done
either through the Quick Find search or Advanced Search. After retrieving your preferred
group, click the group name to open the Group Detail window.
After a search, if Key Accounts East group, for example, is selected in the Preferred Name
field, then you can see the following information related to this group in the Group Detail
window:
Group effective date information based on the start and end dates.
Note: If there is no end date specified for a group, then it is still an active group.
The parent group (Key Accounts) information and its parent group detail information if
this parent group (Key Accounts) hyperlink is selected.
Group usage information, such as Sales and Telesales.
Group members information including resource categories, names, role types, roles, start
and end dates.
Note: You can click one of the resource names in the Group Detail window to view
resource details.
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Chapter 4 - Page 38
Group members history information by clicking the Show History button.

Note: If any resources have been end dated within this group, then end dated resource
information is displayed in the Group Membership History window.
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Chapter 4 - Page 39
Viewing Parent-Child Group Information

Besides viewing the group detail information, end
users can also view the group hierarchy information
for a selected group. This includes:
Parent and child group information
Parent group history information
Child group history information
Parent Group
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View Parent-Child Group Hierarchy

Continuing from the previous example, you can view the Key Accounts East group detail
information in the Group Detail window. To view the group hierarchy information, you can
click the Hierarchy hyperlink from the side navigation menu to open the Group Detail Child
and Parent Groups window.
You know that Key Accounts is the parent group of the Key Accounts East group. Therefore,
when you view the group hierarchy information for Key Accounts, the Key Accounts East
group should be listed in the Child Groups region.
In addition to the child group information, the following information can also be found when
you view the group hierarchy for the Key Accounts group:
Group effective date information based on the start and end dates.
Note: If there is no end date specified for a group, then it is still an active group.
The parent group (USA Sales) and child group (Key Accounts East) information with
group names, descriptions, start and end dates.
Note: If you select any of the parent or child group names, then you can also view the
selected parent or child group hierarchy information.
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Chapter 4 - Page 40

You can view group detail information in the Group
Detail window. To view the group hierarchy
information, you can click the Hierarchy from the side
menu bar to open the Group Detail Child and Parent
Groups window.
HTML Resource Manager (T) People > Groups
Parent Group
Child Group
Child Group
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View Parent-Child Group Hierarchy (continued)

The parent and child group history information by clicking the Show History button.
Note: If there are any parent or child groups attached to this Key Accounts group, then
you should see the group information displayed in the Group Detail Group Parent (or
Child) History window.
Note: Only group members with a member role attribute of Admin or Manager can edit the
group hierarchy by adding additional child or parent groups, as well as setting an end date to an
existing child or parent group. In addition to changing the group hierarchy, he or she can also
update (add or remove) the group members and group members roles in his or her own group
and child groups. How to maintain group member and group hierarchy is addressed later.
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Chapter 4 - Page 41
Practice Overview: Viewing Group Detail Information
Practice Overview:
Viewing group detail information
Viewing group hierarchy information
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Chapter 4 - Page 42
Practice: Viewing Group Detail Information
Practice:
Continuing from the previous practice, after retrieving
the Key Accounts group, you want to view detail
information for the Key Accounts group:
1. Select the Key Accounts hyperlink to view
information for the Key Accounts group.
2. Select the Hierarchy hyperlink to view hierarchy
information for the Key Accounts group.
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Navigation
CRM Application Foundation User responsibility, (T) People > Groups subtab to search for the
Key Accounts group.
Viewing Group Hierarchy Information
After retrieving the Key Accounts group, select the Hierarchy hyperlink from the side
navigation menu.
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Chapter 4 - Page 43
Practice Solution: Viewing Group Detail Information
Practice Solution:
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Solution
View Group Detail Information
1. Continuing from the previous practice, after retrieving the Key Accounts group in the
previous practice, select the Key Accounts group hyperlink to open the Group Detail
window.
2. From this Group Detail window, you should be able to view the following information:
- In the Group Detail region: Start Date, and Parent Group information
- In the Group Usages region: Group Usage Information
- In the Members region: group member information with assigned roles and role
types.
3. Leave this window open.
View Group Hierarchy Information
1. Continuing from the previous step, select the Hierarchy from the side navigation menu to
open the Group Detail Child and Parent Groups window.
2. From here, you should be able to view the parent and child group information.
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Chapter 4 - Page 44
Maintaining Group Member and Group Hierarchy Information
Maintaining Group Member

and Group Hierarchy Information
Only a user in a group with either the Admin or the
Manager group member role attribute has the ability to
maintain group member and group hierarchy
information.
Key Accounts Group
Sales Manager
Support Administrator
Maintain Group:
Change group name
Add or remove group
member and member roles
to the group or child group
Maintain Group Hierarchy:
Add child or parent group
End date an existing child
or parent group
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Maintain Group and Group Hierarchy Information

Maintaining group membership information is an essential function required by sales and
service managers. By using the Group Detail window, a user with appropriate access (with
either the Admin or Manager group member role) is able to maintain group information. These
activities include: changing the group name, e-mail, effective date, the ability to add additional
resources to a group with appropriate member roles, end date a resources role and remove a
resources role.
To maintain group hierarchy information by selecting the Hierarchy hyperlink from the side
navigation menu, a user with appropriate access (with either the Admin or Manager group
member role) can add additional child or parent groups, as well as set an end date to an existing
child or parent group.
Who Has the Update Ability?
Not every member within a group can update their group information. Only a group member
with a role of Admin or Manager role assigned to it can perform these activities. In addition,
the JTFRS: Group Update Access profile option must be set to None.
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Chapter 4 - Page 45
To be able to update a resource role information, the JTFRS: Role Update Access profile
option must also be set to None, so that a group member with a role of Admin or Manager role
assigned to it can update a resources roles.
The Admin or Manager role attribute can be identified when you click the Go button to open
the Select a Role window. These attributes are defined in the setup screen.
For example, if Rhonda has a Sales Manager role (Manager role attribute) assigned to a Key
Accounts group, then she is able to update this Key Accounts group member and all child
groups that are assigned to the Key Accounts group, such as Key Accounts Central Group.
Note: Users in a group with a role of Admin or Manager can only update their group and group
hierarchy information. They cannot update their directs personal information.
Initial Group Update Security
HTML Resource Manager has a new seeded role type called Foundation, and a new seeded
role called Group Administrator. Use this new seeded role to enable the initial creation of the
group structure with the new group hierarchy security.
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Chapter 4 - Page 46
Making a Resource Web Available

This feature is only available in support services used
to support internal or outside customers. Using this
functionality, logged in users can set whether or not
Web service requests can be assigned to them.
Web Available
Web Unavailable
Support
Technician
Web Service
Request
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This feature is only available in support services to support internal or outside customers.
Using this functionality, logged in users can set whether or not Web service requests can be
assigned to them.
Note: Whenever a resource is newly created or imported into the Resource Manager, they are
Web available (default). You can change it to unavailable (or available) with the Customer
Support responsibility, select Service Requests > Create Service Requests to open the Create
Service Requests window. Select Tools > Web Available to open the Resource Availability
window.
For example, Rhonda Abbott, a support agent for Vision Company, receives a call from
Business World regarding an urgent need to resolve a hardware problem. She logs in to
iSupport and creates a service request for Business World. Because this request requires
immediate response, Rhonda is trying to find the best resource who is currently Web available
for this task. In the meantime, Pat Stock, a support technician, logs in to the Customer Support
application and identifies herself as Web available. Pat selects the Tools from the application
menu and then selects Web Availability to launch the Resource Availability window. She
verifies and makes sure that she is Web available by seeing that the Available check box is
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Chapter 4 - Page 47
selected. Rhonda can find Pat, who is currently available, from the Assignment Manager
resource lists and assign her to this service request.
To make yourself Web unavailable, you clear the Available check box.
In addition to making resources Web available and unavailable, it has the following features
and functionalities:
The ability to support all types of individual resources, such as employee, party, partner,
supplier contact, other and to be hired (TBH).
There is no limit on the number of times a resource can be made Web available or
unavailable within a specific time frame.
This functionality includes only making a resource Web available or unavailable. It does
not include defining a new resource, or maintaining an existing resource.
By default, every resource is Web available.
Note: The resource shown in the Resource Name field on the Resource Availability window is
always the logged in user.
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Chapter 4 - Page 48
Practice Overview: Making Resources Web Available
Practice Overview:
Making Resources Web Available
This practice covers making resources Web available.
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Chapter 4 - Page 49
Practice: Making Resources Web Available
Practice:
You are a support technician for Vision Company and
want to make yourself Web available so that support
agents can access your information and assign you to
support a Web request.
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Navigation
Customer Support responsibility using the username that you created earlier, (N) Service
Requests > Create Service Requests > (M) Tools1 > Web Availability
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Chapter 4 - Page 50
Practice Solution: Making Resources Web Available
Practice Solution:
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Solution
Make Resources Web Available
1. Log on to the PHP environment by using the username and password that you defined in
the Practice One.
2. Select the Customer Support responsibility.
3. Select Service Requests > Create Service Requests.
4. Select Tools1 > Web Availability from the application menu bar.
5. Make sure that the Web Available check box in the Resource Availability window is
selected.
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Chapter 4 - Page 51
Summary
Summary
Describe how to maintain personal information
Describe how to view organization hierarchy
Describe how to rate personal skill levels
Describe how to search for resource information
Describe how to view group detail information
Describe how to view group hierarchy history
Describe how to maintain group hierarchy and
group member information
Describe how to make yourself Web available
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Chapter 4 - Page 52
Implement Resource
Manager
Chapter 5
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Implement Resource Manager

Chapter 5 - Page 1
Lesson 5: Implement Resource Manager
Lesson 5: Implement Resource Manager
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Chapter 5 - Page 2
Objectives
Objectives
the following:
Identify the setup steps for Resource Manager
Describe implementation considerations for
Resource Manager
Describe how to implement Resource Manager
Describe how to create dynamic group and team
resources in Forms
Explain how to run resource reports
List the public APIs used in Resource Manager
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Chapter 5 - Page 3
Resource Manager Setups
Resource Manager Setups

In order to import different resource types into
Resource Manager, the following modules must be set
up correctly:
Oracle Human Resource Management System
(HRMS)
Oracle Accounts Receivables (AR)
Oracle Purchasing (PO)
Employees
Parties
Partners
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Resource Manager Setup

Resources are defined as the employees, supplier contacts, parties and partners that are used by
the different CRM components to accomplish business objectives. To be able to use the above
resource types in Resource Manager, you must have the following Oracle modules installed
properly so that relevant resources can be imported into Resource Manager:
Human Resource Management System (HRMS): Resources of category Employee
can be imported as resources from Human Resource Management System (HRMS).
Accounts Receivables (AR): Resources of category Party and Partner can be
imported from Accounts Receivables (AR) to Resource Manager and become CRM
resources.
Purchasing (PO): Resources of category Supplier Contact can be imported as
resources from Purchasing (PO).
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Chapter 5 - Page 4
Implementation Considerations
If you are not using Oracle HRMS, AR, or PO, then the
only way to import resources from your legacy
systems into Resource Manager is through the use of
APIs.
Necessary
APIs
Resource Manager
Public APIs
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If you are not using Oracle HRMS, PO, or AR applications in your organization, then you can
use the API of your existing human resources, purchasing, or accounts receivables system and
the Resource Manager public API, JTF_RS_RESOURCE_PUB.Create_Resource ( ), to
import employees, parties or partners, and supplier contacts. In order to import legacy HR
information into Oracle HRMS, please see the implementation information from the Oracle
HRMS documentation.
Note: The JTF_RS_RESOURCE_PUB.Create_Resource ( ) API is used to create all
categories of resources such as Employee, Party, Supplier Contact, and Other. The API first
verifies that the resource does not already exist in the Resources table before creating it. From
this API, you can insert resource information related to Call Center, Compensation, and
Account Receivables into the Resource Manager tables.
For details about Resource Manager public APIs, see Oracle CRM Application Foundation
API Reference Guide.
Note: If Oracle HRMS is not installed or licensed, then you can use the shared HRMS Forms
in Resource Manager to create employee resources in Forms. To access the HRMS Forms from
Resource Manager, select the Maintain Employee > Employee.
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Chapter 5 - Page 5
Steps for Implementing the Forms-Based Resource Manager
Steps for Implementing the Forms-Based

Resource Manager
1. Run concurrent programs
2. Define new role types to fit your business model
(optional)
3. Define new roles to fit your business model
(optional)
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Implementing the Forms-Based Resource Manager

During the recent expansion of Resource Manager to include HTML-based functionalities,
certain features are available in both the HTML and Forms-based versions. However, some
features in this release are available in HTML or Forms only. Therefore, the implementation
steps for both versions will be addressed individually.
Use the following steps to implement the Forms-based Resource Manager:
1. Run concurrent programs: To run necessary concurrent programs to synchronize
employees, parties and partners, supplier contacts, and application usernames, as well as
to flatten employee and group hierarchies
2. Define new, custom role types (optional): To define new role types if necessary
3. Define new, custom roles (optional): To define new roles if necessary
How to implement HTML Resource Manager is discussed later in this lesson.
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Chapter 5 - Page 6
Running Concurrent Programs

The following concurrent programs must be run:
Build Reporting Manager
Synchronize Employees
Synchronize Parties and Partners
Synchronize Supplier Contacts
Synchronize Application Username
Synchronize Groups Denorm
Synchronize Reporting Manager
Flatten Employee Hierarchy
Flatten Group Hierarchy
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Running the Concurrent Programs

Log in with the CRM Administrator responsibility, select Requests > Run. Select Single
Request. Select the following concurrent programs:
Build Reporting Manager: Used to populate data into an internal Resource Manager
table which is accessed by Oracle Incentive Compensation. This program should be used
when Resource Group Membership data has not been entered through Resource Manager
UIs, but APIs instead.
- When to Run: In a system with 150,000 resources, and about 4,000 groups, this
program takes about 10 to 15 minutes. It can be scheduled as a nightly process if a
lot of changes to Resource Group Membership are made daily.
Synchronize Employees: Used to synchronize employee data between Resource
Manager and Oracle Human Resources Management System (HRMS), and maintain data
consistency. Note the difference in employee parameters:
- Yes: Synchronize all employees that currently exist in Resource Manager. In
addition, all new active employees in Oracle HRMS are also imported.
- No: Synchronize only the employees that currently exist in Resource Manager.
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Chapter 5 - Page 7
When to Run: For about 100,000 employees, this concurrent program should take
about 10 minutes to run. It can be scheduled to run as a nightly process.
Synchronize Parties and Partners: Used to synchronize resource categories of parties
and partners from the Trading Community Architecture (TCA)
- When to Run: For 1 million party records, this concurrent program should take
about 20 minutes to run. If the business is using a lot of Party type resources, then
this program can be scheduled to run on a nightly basis.
Synchronize Supplier Contacts: Used to synchronize supplier contacts of type person
information from Oracle Purchasing.
- When to Run: For 100,000 supplier contact records, this concurrent program
should take about 20 minutes to run. If the business is using a lot of Supplier
Contact type resources, then this program can be scheduled to run on a nightly
basis.
Synchronize Application Username: Used to synchronize the Application Username
and Resource Manager tables.
- When to Run: In a system comprising 50,000 users, this concurrent program
should take about five minutes to run. It can also be scheduled as a nightly process.
Synchronize Groups Denorm: Used to denormalize the Resource Group hierarchy
structure into a flat structure for fast and easy data access.
- When to Run: For about 4,000 groups, and average of 10 level hierarchy structure,
this program takes about 10 to 15 minutes. It can be scheduled as a nightly process.
This program achieves the same results as Flatten Group Hierarchy. The only
difference is that this program is launched automatically from the UIs whereas the
latter is used for cases where the data may have been created using Resource
Manager APIs.
Synchronize Reporting Manager: Used to populate data into an internal Resource
Manager table which is accessed by Oracle Incentive Compensation. It gets kicked off
automatically from Resource Manager UIs.
- When to Run: In a system with 150,000 resources, and about 4,000 groups, this
program takes about 10 to 15 minutes. It can be scheduled as a nightly process if a
lot of changes to Resource Group Membership are made daily.
Note: The Populate Reporting Manager concurrent program is redundant and has been
replaced with the Synchronize Reporting Managers, and Build Reporting Manager concurrent
programs.
Flatten Employee Hierarchy: Used only to populate data in Resource Manager internal
tables to expedite data display in the Organization link for Employee hierarchy.
- When to Run: For about 100,000 employees, this program takes about two to three
minutes to run. It can be scheduled to run as a nightly process.
Flatten Group Hierarchy: Used to denormalize the Resource Group hierarchy structure
into a flat structure for fast and easy data access.
- When to Run: For about 4,000 groups, and an average 10-level hierarchy structure,
this program takes about 10 to15 minutes. It can be scheduled to run as a nightly
process.
Group Audit Report: Used to obtain audit information for a particular resource group.
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Chapter 5 - Page 8
When to Run: This program should be scheduled to run only as needed. For a
group, it should take no more than one to two minutes assuming normal system load
and resource availability.
Group Structure Report: Used to obtain group structure information for a particular
resource group. Given a group, it displays all the child groups, as well as all the
immediate-level members of the group. This information can also be obtained online
through Resource Manager HTML screens.
- When to Run: This program should be scheduled to run only as needed. For a
group, it should take no more than one to two minutes assuming normal system load
and resource availability.
Resource Manager Diagnostics: Used as a diagnostic tool for troubleshooting in case of
some undesirable behavior in Resource Manager. It generates an output containing
various critical file versions that comprise Resource Manager functionality.
- When to Run: While troubleshooting.
Technical Note
It is strongly recommended that an employee, party, partner, or supplier contact not have more
than one Application User. If an employee that is linked to two or more Application Users is
imported into Resource Manager, then only one of these Application Users gets associated to
the resource.
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Chapter 5 - Page 9
Defining Role Types
Defining Role Types

A role type is a collection of roles associated with a
particular CRM module. For example, Sales, Telesales,
Marketing, Sales Compensation, Support, and Call
Center are all role types.
CRM Administrator responsibility
(N) Resource Manager > Setup > Role Types
Sales
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Call Center
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Defining Role Types

A role type is a collection of roles associated with a particular CRM module.
Resource Manager is delivered with seeded role types for all CRM modules. You can also
define custom role types for your business needs.
To define additional role types, log in with the CRM Administrator responsibility and select
Resource Manager > Setup > Role Types. The Application Object Library:
JTF_RS_ROLE_TYPES Lookups window displays existing role types. Select the last entry in
the record and select File > New. Enter the code name, meaning, and description information.
Make sure you select the Enabled check box before using this new role type. Save your work.
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Chapter 5 - Page 10
Defining Roles
Defining Roles
A role can encompass one or more job

descriptions and job titles. Use roles to assign
responsibilities to resources, resource groups,
and resource teams.
Resource Manager is delivered with seeded roles
for all CRM modules, such as, Sales Manager and
Field Service Representative.

(N) Resource Manager > Setup > Roles
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Field Service Representative
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Defining Roles
A role can encompass one or more job descriptions, job titles, or job functions within
applications. Resource Manager is delivered with seeded roles for all CRM modules.
You can use the Roles window to define:
Roles which are tied to role types
Role attributes
How to Define Roles
In the Roles window, enter the code and name information for a new role. Select the role type
information from the Role Type list of values to tie it to your new role.
Note: You must make sure that a role type exists before you can associate any new role.
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Chapter 5 - Page 11
Defining Roles: Role Attributes
Defining Roles: Role Attributes
Each role is associated with one specific role

attribute during role creation. This helps you to
group different roles together when defining a
resource reporting hierarchy.
There are four seeded role attributes:
Member
Lead
Admin
Manager
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Role Attributes
Each role is associated with one specific role attribute. This helps you to group different roles
together when defining a resource reporting hierarchy. This hierarchy is used in sales product
families, such as Sales Online and Telesales, to control data access privileges (customer, sales
lead, and sales opportunity) as well as to control sales forecast rollups and incentive
compensation plans. It is also used for workflow notifications and escalations. For example,
you set up an escalation for service requests and tasks, and notifications for members of groups
go to the manager. Therefore, besides defining a role, you must also specify the role attribute
information for this new role by selecting the following seeded role attribute check boxes:
Member: Default when another attribute is not selected (Lead, Administrator, Manager).
Lead: Used in the context of team lead.
Admin: Used to view and modify information about other group members. In the HTML
Resource Manager, only a user in a group with either the Administrator or Manager
group member role can update group member and group hierarchy information.
Manager: Used to set up the group reporting hierarchy. For example, all the forecasts for
a group of sales representatives will roll up to the person with the Manager role attribute
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Chapter 5 - Page 12
in that group. In addition, a user with the Manager group member role can update the
group member and group hierarchy information in the HTML Resource Manager.
Note: The Active check box indicates that the role is active.
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Chapter 5 - Page 13
Case Study
Case Study
Vision Inc. is a company that offers a full range of
computer systems and office equipment. Additionally,
the company offers an array of services to support its
products for customers. Vision has decided to
implement Oracle 11i E-Business Suite to support its
growth in the marketplace.
Presently, the implementation team is in the process
of implementing the Resource Manager module.
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Chapter 5 - Page 14
Practice Overview: Defining Roles
Practice Overview: Defining Roles

This practice covers defining a new role.
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Chapter 5 - Page 15
Practice: Defining Roles
Practice: Defining Roles

Vision has identified an additional Sales Agent role to
be used by the Telesales application.
As part of the implementation team, you must define
the new role so that sales agents can be used in the
field.
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Navigation
Define a Sales Role
CRM Resource Manager or CRM Administrator responsibility (EBUSINESS/ WELCOME),
(N) Resource Manager > Setup > Roles
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Chapter 5 - Page 16
Practice Solution: Defining Roles
Practice Solution: Defining Roles
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Solution
Note: Enter your terminal number in place of XX.
Define a New Role:
1. Log in with the CRM Resource Manager or CRM Administrator responsibility
(EBUSINESS/WELCOME), select Resource Manager > Setup > Roles.
2. Enter the following information for a sales role:
- Code: XX _Sales Agent
- Name: XX _Sales Agent
- Type: Telesales
- Description: XX _Sales agent
3. Select the Member role attribute. Make sure the Active check box is also selected.
4. Leave the Jobs region field blank.
5. Save your work by clicking the Save icon.
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Chapter 5 - Page 17
Managing Resource Manager (Forms)

The following management tasks are not available in
the HTML Resource Manager. They can be created in
the Forms-based version only:
Import resources
Modify resource information
Identify salespeople
Define resource groups with group roles
Define dynamic groups
View resource reporting information
Define resource teams
Run reports
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The following administrative tasks are not available in the HTML Resource Manager, and can
be performed only in the Forms-based Resource Manager:
Import resources: You can import employees from Oracle HRMS, parties and partners
from Oracle Accounts Receivables, and supplier contacts from Oracle Purchasing.
Modify resource information: You can modify resource information in the Resources
window by assigning appropriate role, group, or team information to a resource.
Additional information can also be assigned to the resource if the resource is used by
other applications.
Identify salespeople: You can identify salesperson attributes to a resource or create a
new salesperson with resource category of type OTHER, or TBH (to be hired). Other
resources (employee, supplier contact, party, and partner) must be imported from Oracle
HRMS, Oracle Accounts Receivables, or Oracle Purchasing.
Note: You can define employee resources with sales information in the HTML Resource
Manager. This is because HTML Resource Manager is primarily used by Oracle Sales
Online and employee resources created in it are all salespeople.
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Chapter 5 - Page 18
Define resource groups with group roles: You can define a resource group with group
roles specified in the Forms-based version.
Note: You can also define resource groups in the HTML Resource Manager. However,
the group roles and exclusive flag check box can only be identified in the Forms-based
version.
Define dynamic groups: Use SQL statements to define resource groups.
Define resource teams: You can define a resource team in the Forms-based version
only.
View resource reporting information: You can view specific resource reporting
information.
Run reports: Group Audit Report and Group Structure Report are created in the Forms
version.
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Chapter 5 - Page 19
Managing Resource Manager: The Navigator
Managing Resource Manager:

The Navigator
Using the Forms-based Resource Manager, you can
perform the following tasks:
1. Import resources.
2. Assign resource information.
3. Define a group and assign resources to the group.
4. Define a group based on criteria specified in SQL
statements.
5. View resources reporting information.
6. Define a team and assign resources to the team.
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(N) Resource Manager > Maintain Resources
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Using the Resource Manager

Log in as the CRM Administrator responsibility, select Resource Manager > Maintain
Resources. Typically, tasks are performed in the following order. From the navigator, select:
1. Import Resources: To individually import employees, parties, partners, and supplier
contacts
2. Resources: To assign role, group, and team information for a specific resource. You can
also assign salesperson information to that resource, as well as assign additional resource
information by using the Service, Interaction Center, Compensation, or Receivables tab
in the Resources window.
3. Groups: To define a resource group, assign resources to the group, and specify parentchild group relations
4. Dynamic Groups: To define a group based on criteria specified in SQL statements
5. Group Hierarchy: To view resources reporting information
6. Teams: To define a team and assign resources to the team
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Chapter 5 - Page 20
Importing Resources
Importing Resources
Use the Selection Criterion window to import the
following resource types:
Employees from Oracle HRMS
Parties and partners from Oracle Accounts
Receivables
Supplier contacts from Oracle Purchasing
(N) Resource Manager > Maintain Resources > Import Resources
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Importing Resources
Log in as the CRM Administrator, select Resource Manager > Maintain Resources > Import
Resources to open the Selection Criterion window.
You can create employee resources in the HTML version. Employees, parties, partners, and
supplier contacts can be imported into Resource Manager from Oracle HRMS, Oracle
Purchasing, and Oracle Accounts Receivables depending on the resource category you choose.
The only resources that you can create, but not import, in the Forms version through the
Resource window is the salesperson with resource of category of type OTHER or TBH (to be
hired).
Note: If no supplier contacts, parties, or partners exist in the system, then you cannot import
them.
Note: If relevant competency information for an employee resource has been defined in
HRMS, then you can also use it as the search criteria.
Technical Note
Seeded values for object codes EMPLOYEE, PARTY, SUPPLIER_CONTACT, PARTNER,
OTHER, and TBH must be available in order to populate values in the Resource Category
drop-down lists in the Selection Criterion window and the Resources window.
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Chapter 5 - Page 21
Importing Resources
Importing Resources
After clicking the Create Resource button in the
Selection Criterion window, the Default Values window
opens. You can assign roles, and role start and end
date information to this resource if you know the valid
time frame for a role. Otherwise, click OK to open the
Selected Resource window.
Role start dates
Roles
Resource
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How to Import Resources

After selecting an appropriate resource type (such as Employee) from the Resource Category
drop-down list, you can then enter an employee number or other information as the search
criteria and then click the Search button. The employee information that matches your criteria
is shown in the Search Results region. Click the Select check box next to the employee that
you want to import, you can click the Create Resource button to open the Default Values
window. Within the Default Values window, you can assign roles, and role start and end date
information to this resource. Otherwise, click OK to open the Selected Resource window.
The Selected Resource Window
In the Selected Resources window, select the Select check box for the employee whom you
want to import as a resource. Clear the check box for undesired resources before proceeding.
Click the Save Resource button to save this resource to the Resource Manager. Click the
Details button to open the Resource window.
Note: The Comments field in the Selected Resource window indicates whether the resource
entry is a new record, or a duplicate record before you save this resource. A duplicate resource
cannot be imported. If it is a duplicate resource, after you select the Select check box and click
the Save Resource button, there will be no transaction number shown in the Transaction
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Chapter 5 - Page 22
Number field and the Save Resource button is also disabled. The Transaction Number field is
only used for documentation purpose.
Different Ways to Import Resources
In general, there are three ways to import resources into the Resource Manager:
Individually Import: An individual resource can be imported into Resource Manager by
logging in with the CRM Administrator responsibility, and selecting Resource Manager >
Maintain Resources > Import Resources.
Mass Import: This can be done through the concurrent programs to synchronize data
between Resource Manager and Oracle HRMS, Oracle Purchasing, and Oracle Accounts
Receivables.
Through the APIs: As mentioned earlier, the APIs of your legacy systems and Resource
Manager public APIs are used when you want to import data from your legacy HR,
Purchasing, or Accounts Receivables system into Resource Manager.
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Chapter 5 - Page 23
Practice Overview: Importing Resources
Practice Overview: Importing Resources

Defining a new employee resource in HRMS
Importing the new employee resource from HRMS
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Chapter 5 - Page 24
Practice: Importing Resources
Practice: Importing Resources

and want to use Resource Manager to import
resources:
1. Define two new employees and assign appropriate
responsibilities
2. Import employee resources
Remember to record the employee identification
numbers that were assigned when you created
them.
Also, record the resource numbers that were
created when you imported them from HRMS.
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Navigation
Defining a New Employee
U.S. (Super) HRMS Manager responsibility (EBUSINESS/WELCOME), (N) People > Enter
and Maintain (B) New
Assigning Responsibilities to the Employee
System Administrator responsibility (EBUSINESS/WELCOME), (N) Security > User >
Define
Importing the Employee Resource
Maintain Resources > Import Resources
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Chapter 5 - Page 25
Practice Solution: Importing Resources
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Solution
Define a New Employee:
1. Log in with the U.S. (Super) HRMS Manager responsibility (EBUSINESS/
WELCOME), and select People > Enter and Maintain.
2. Click New in the Find Person window. Enter employee information in the following
fields:
- Last Name: Your last name
- First Name: Your first name
- Gender: Select either Male or Female.
- Type: Employee
3. Save the record. Select File > Save from the menu.
4. Disregard the two notes that are displayed if you attempt to save the record without
entering a date of birth or social security number (SSN).
5. Record the employee identification number in the Employee field. It is used in later
practices.
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Chapter 5 - Page 26
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Solution (continued)
Assign Responsibilities to the Resource
6.
Log in with the System Administrator responsibility (EBUSINESS/WELCOME), select
Security > User > Define.
7.
Enter the following information:
Username: Enter your first initial combined with your last name. For example, use
Jsmith for John Smith.
Password: Enter Welcome twice.
Person: Select the employee name (your name) that you just created from the list of
values.
Assign the following responsibilities that you need to access Resource Manager:
- Resource Self-Service Administrator responsibility
- CRM Administrator responsibility
Note: You must also assign the following responsibilities to the user for the convenience
of accessing the stand-alone Foundation modules and other CRM applications that will
be used in the rest of the entire course:
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Chapter 5 - Page 27
System Administrator responsibility
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Chapter 5 - Page 28
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Solution (Continued)
- JTF HTML Calendar User responsibility
- CRM HTML Administration responsibility
- Territory Administration HTML responsibility
- Interaction History JSP User responsibility
- Interaction History JSP Administrator responsibility
- Workflow User Web Applications responsibility
- Preferences (Self Service Web applications) responsibility
- U.S. (Super) HRMS Manager responsibility
- Customer Support responsibility
- Field Service Manager responsibility
8. Save your work.
9. Repeat steps 1 through 5 to create another resource for your friend. The second resource
will be used later in the practice.
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Chapter 5 - Page 29
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Solution
Import the Employee Resource:
1. Log in with the CRM Administrator responsibility (EBUSINESS/WELCOME), select
Resource Manager > Maintain Resources > Import Resources. The Selection Criterion
window opens.
2. Make sure that Employee is selected in the Resource Category field.
3. Enter the employee number that you recorded earlier in the Number field.
4. Click Search. The application populates the Category and Name fields in the Search
Results region.
5. Click Create Resource. The Default Values window opens, and the application populates
the Start Date field with the current date.
6. Click OK. The Selected Resources window opens, displaying the resource selections.
7. Click Save Resource and record the resource number for later use. Note that the New
Record populates automatically in the Comments field. Resource importation and
definition is complete.
8. Repeat steps 1 through 7 to import the second resource that you created earlier.
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Chapter 5 - Page 30
Modifying Resource Information: Roles, Groups, and Teams Tabs
Modifying Resource Information:

Roles, Groups, and Teams Tabs
After importing a resource into Resource Manager, you
can modify the resource by assigning appropriate
roles, groups, teams or other resource attributes to the
resource.
(N) Resource Manager > Maintain Resources > Resources
Role
Group
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Team
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Modifying Resource Information

After creating or importing a resource, you can modify resource information by selecting
Resource Manager > Maintain Resources > Resources to open the Find Resources window.
Use the Find Resources window to perform the following actions:
Define a search criteria to find resource information
Define a salesperson by clicking the New button. How to define a salesperson is covered
later.
After entering search criteria in the Find Resources window, click the Find button to retrieve
all resources that match your criteria in the Resource Search Results window. Locate the
resource that you want to find or modify, and then click the Resource Details button to display
the Resource window.
Note: You can only create a resource of category OTHER, or TBH (to be hired), through the
Resource window. If your resource is of another type, it must be imported. If a salesperson is
defined with category TBH, then this salesperson is not visible in Accounts Receivable. How
to define a salesperson is covered later.
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Chapter 5 - Page 31
If you select Alex Able from the search results that you retrieved earlier, detailed information
for Alex is then displayed in the Resource window. From here, you can view the organization,
username, start-date, or end-date information if it is identified for him.
To view his personal information, click the View button.
Save your resource information first before assigning additional roles or groups to it.
You can also define more resource information by using the following tabs:
Roles: You assign or modify role and role type information for an individual resource. These
role, role type, and role attribute check boxes are defined in the setup screen. The start date
default is the current date, and it can be modified here.
Groups: You assign or modify group information. Groups are usually more than one person,
and a resource can belong to more than one group. This tab reveals in detail which groups the
resource belongs to, and the role in the group. Click the group name to display Group Member
Roles if this resource has group member roles assigned.
Teams: You assign or modify team information here. Teams can comprise multiple groups and
combinations of groups and individuals. Click the team name to view Team Member Roles if
this resource has team member roles assigned.
Note: How to assign resources to a group or team is covered later.
For detailed information about how Sales Compensation uses Resource Manager, refer to the
11i Use and Administer Sales Compensation course.
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Chapter 5 - Page 32
Modifying Resources: Service, Interaction, Compensation,

Receivables Tabs
Modifying Resources: Service, Interaction,

Compensation, Receivables Tabs
Use the following tabs in the Resources window to
assign or view additional attributes to a resource if the
resource is used by other applications:
Service (Service application)
Interaction Center (Interaction Center or eMail
Center)
Compensation tab (Incentive Compensation)
Receivables (Accounts Receivables and Order
Management)
(N) Resource Manager > Maintain Resources > Resources
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Modifying Resource Information

Use the following tabs in the Resources window to assign or view additional resource
information if the resource is used by other applications:
Service: You define the time zone for resources and cost per hour. You can enter or view the
Support Site information. This information is used by Service applications and populates
automatically in the Assignment Manager if the resource is selected. Note that you define the
currency type in the Compensation tab.
Interaction Center: You can view the e-mail addresses and the agent IDs of resources
associated with eMail Center or Interaction Center, the modules which use this tab primarily.
Optionally, enter the Scripting Agent Login if the employee uses Oracle Scripting. Use the
Telephony Parameters region to enter middleware configuration, parameters, and values for the
agent. Which telephony parameters are required and which values to specify depend on the
types of switch and CTI middleware used in the Interaction Center. For complete instructions,
refer to Setting Up Telephony Parameters in Implementing Oracle Telephony Manager.
Optionally, use the Email Parameters region to specify the Interaction Center Agents e-mail
account, parameter, and value if the agent uses Oracle eMail Center to work with e-mail work
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Chapter 5 - Page 33
items. All fields are read-only. If the resource is not associated with either center, these fields
are blank.
Compensation: You can either view or define the Currency Type corresponding to the Cost
per Hour listed on the Service tab. This information is primarily used by Oracle Incentive
Compensation (OIC).
Receivables: You identify a salesperson by entering additional information in the Receivables
tab. The attributes defined here are used by Oracle Accounts Receivables and Order
Management. How to enter this tab will be covered later in the section about defining a
salesperson.
Note: You can view only personal information about the resource in the Miscellaneous tab.
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Chapter 5 - Page 34
Defining a Salesperson
A salesperson is any person involved in the sale or
support of products and services.
Imported Resources
Resource Category
Employee(Form)
Partner
Party
Supplier Contact
Create New Salesperson

Resource Category
Employee(HTML)
Other (Form)
To Be Hired (Form)
Sales number
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Required info.
CRM resources
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What Is a Salesperson?
A salesperson is any person involved in the sale or support of products and services.
Salespeople are typically field personnel, but can also be support teams and other product
specialists involved either directly or indirectly in generating revenue for an organization.
Who Can Be a Salesperson?
Depending on their relationship to the sales organization, salespeople can be internal
employees or external people or organizations. Parties, employees, partners, and supplier
contacts can all become salespeople by having sales numbers and other relevant information
assigned to them after being imported into Resource Manager. However, these imported
resources will always carry their original resource categories of Employee, Party, Partner, or
Supplier Contact. These resource categories will never change.
For example, Vision Corporation partners with Business World to promote certain products.
Business World can be imported as a Partner category and be given a sales number and
relevant information. Thus, Business World becomes a salesperson and can be assigned to your
group or team, and still retain the category of Partner for marketing campaigns or
opportunities.
Salespeople with Resource Type of Other or To Be Hired
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Chapter 5 - Page 35
The only resource you can create in the Forms-based Resource Manager is a salesperson with
resource type Other or To be hired.
For example, as a sales representative, you are responsible for an account and may team up
with a consultant to help you close a sales deal for that account. The consultant could negotiate
with you and share 10% of your sales deal. In this case, you can create a resource with resource
type of Other for the consultant who will share the profit of your sales compensation. A
similar situation can be applied to a to-be-hired employee resource who starts one week earlier
than the actual hiring date recorded in the HRMS, in order to help you close a sales deal. You
can create a resource with resource type of To be hired to share the sales credits or
compensation.
After creating a resource with resource type Other or To be hired or importing a resource
with resource type Employee, Party, Partner or Supplier Contact, you can assign a salesperson
number to the resource in the Resources window. After you save this resource information, you
can enter Sales Credit Type and the other required information on the Receivables tab in the
Resource window.
Warning: Because the resources of type of Other and To be hired will never be connected
with employees in Oracle HRMS, you do not want to create resources in Resource Manager
that will later be created in Oracle HRMS.
Note: In the HTML version, Salesperson Number and Sales Credit Type fields are required
when you create an employee resource in the Create An Employee Resource window. This is
because HTML Resource is primarily used by Oracle Sales Online and employee resources
created here are salespeople.
Refer to the Oracle CRM Application Foundation User Guide for information about defining a
salesperson.
Note: A salesperson number can be either numeric numbers or letters or a combination of both.
It can also be the same number as the employee number. It must be unique in each
organization. After saving or updating resource information, validation will occur to make sure
no duplicated salesperson numbers are created.
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Chapter 5 - Page 36
Defining a Salesperson: Roles and Groups Tabs
Defining a Salesperson: Roles and

Groups Tabs
After assigning a sales number to a resource, you can
enter additional information for this salesperson. This
includes assigning roles and groups as well as
receivables information.
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Group
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After creating or importing a resource, you must assign a salesperson number to the resource if
the resource is a salesperson. This salesperson number can be either numeric numbers or letters
or a combination of both. It can also be the same number as the employee number.
Save your resource information first before assigning additional roles or groups to it.
Roles: Use the Roles tab to assign or modify sales roles to a salesperson. Each salesperson can
be associated with one or more sales roles.
Groups: Use the Groups tab to assign or modify group information. Oracle Incentive
Compensation uses this tab to define the compensation group hierarchy to specify how sales
credits and forecast roll-ups are to be distributed within the sales organization. The
compensation group hierarchy is a group of sales people who share a roll-up relationship.
Note: You can assign this salesperson to a group here in the Groups tab or in the Define
Groups window.
For detailed information about how Sales Compensation uses the Resource Manager, refer to
the 11i Use and Administer Sales Compensation course.
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Chapter 5 - Page 37
Defining a Salesperson: Receivables Tab

Use the Receivables tab to enter the following
information for the salesperson:
Range of dates in which the salesperson is active
Geo Override and Inside City Limits
Sales credit type
Accounting flexfield
Territory flexfield
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Defining a Salesperson in the Receivables Tab

Receivables Tab: Use the Receivables tab to enter the following information:
1. Date Active: Enter the range of dates that this salesperson is to be active. You must enter
the start date Active field, but the end date is optional. If you do not enter an end date,
this salesperson is active indefinitely.
Note: If the salespersons status is Active but if the transaction date that you enter in the
Transactions window (from Receivables responsibility, select Transactions > Transactions) is
not within the salespersons effective date range, Receivables does not display this salesperson
in the list of values in the Transactions window shown in the following page. For instance, if
the start date in the Date Active field of the salesperson is March 20, 2001 and the transaction
date in the Transactions window is March 3, 2001, then this salesperson does not display from
the list of values of Salesperson in the Transactions window.
Note: Do not confuse the Date Active field in the Receivables tab with the Start Date and End
Date fields in the Resource region. The Date Active field is used particularly for a salesperson,
whereas the Start Date and End Dates are for any resource. If you add the start date March 2,
2001 to the previous example, you will still not be able to find this salesperson from the LOV
in the Transaction window.
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Chapter 5 - Page 38

Use the Receivables tab to enter the following
information for the salesperson:
1. Range of dates in which the sales person is active
2. Unique tax jurisdiction
3. Sales credit type
4. Accounting flexfields
5. Territory flexfield
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Defining a Salesperson in the Receivables Tab

2. Geo Override and Inside City Limits: The Geo Override value associates the
salesperson with a unique tax jurisdiction. Both fields are available only if you have
installed a sales tax vendor of type Taxware Sales/Use Tax System (U.S. tax only) or
Vertex Quantum. If you entered a value in the Geo Override field and the tax jurisdiction
for this address is within city limits, select the Inside City Limits check box. This check
box is enabled only if your sales tax vendor is Vertex Quantum.
3. Sales Credit Type: Note that Receivables does not currently use this information. Oracle
Order Management uses this information to determine whether the sales credit for an
order is a quota or nonquota amount. You can define additional sales credit types in
Oracle Order Management. However, you can assign only sales credit types that are of
type Quota to salespersons in Receivables.
4. Accounting Flexfields: The accounting flexfields include Revenue, Freight, and
Receivable Accounts. Receivables uses this information, along with AutoAccounting
rules, to determine the revenue, freight, and receivable accounts for invoices that you
assign to this salesperson.
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Chapter 5 - Page 39
5. Territory Flexfield: The territory flexfield includes a combination of area, country, and
region. Receivables uses this information for reporting purposes.
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Chapter 5 - Page 40
Practice Overview: Defining a Salesperson in Forms
Practice Overview: Defining a Salesperson

in Forms
Modifying the imported resource information
Defining a salesperson
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Chapter 5 - Page 41
Practice: Defining a Salesperson in Forms
Practice: Defining a Salesperson in Forms

and want to use the Forms version of Resource
Manager to define a salesperson:
1. Use the Resources window to add resource
information to the imported resource information
2. Define the modified resource as a salesperson
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Chapter 5 - Page 42
Practice Solution: Defining a Salesperson in Forms
Practice Solution: Defining a Salesperson

in Forms
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Solution
Modify the Imported Resource Information:
1. Log in with the CRM Administrator responsibility (EBUSINESS/WELCOME), and
select Resource Manager > Maintain Resources > Resources. The Find Resources
window opens.
2. Enter the resource number that you created for yourself in the earlier practice.
3. Click Find. The Resource Search Results window opens.
4. Click the Resource Details button and the Resource window opens.
5. Enter the following information in the Roles tab:
- Role Type: Field Sales
- Role: Field Sales Manager. Note that the Manager check box is selected.
- Start Date: This field populates todays date
- End Date: Leave this field blank
6. Save your work by selecting File > Save. Leave this window open.
Define a Salesperson:
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Chapter 5 - Page 43
1. Continuing from the previous solution, repeat the previous steps 1 through 4 to modify
the second resource that you created for your friend.
2. Add the following information in the Resource window to modify this person as a
salesperson:
- Category type: Employee
- Salesperson number: XX001
- Start Date: Enter todays date.
Note: You must enter a start date. The end date is optional.
3. Enter the following information in the Roles tab:
- Role: Field Sales Representative. Note that the Member check box is selected.
- Start Date: This field populates todays date
4. Select the Receivables tab to enter following information:
- Date Active: Enter todays date.
- Active for Receivables: Select this check box
- Sales Credit Type: Quota Sales Credit
5. Save your changes.
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Chapter 5 - Page 44
What Is a Group?
What Is a Group?
Resources can be organized into groups. The
following diagram shows the relationship between
each member role within a group.
Vision Model A Sales Group
Role Type
Linda
John
Mark
Key
Accounts
West
Group
Carol
Role
Role Attribute
Manager
Sales
Sales
manager
Sales
Member
Sales
representative
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Resource Groups
A group is based on the similar functionality or roles of its members. It can consist of
individual resources and resource groups. For example, Vision Motor Corporation has several
sales groups for different models. Linda, as a sales manager, leads the Vision Model A Sales
Group. She has three sales representatives Carol, Mark, and John directly working for her.
This Vision Model A Sales Group can also consist of another resource group, Key Accounts
West Group, to handle sales in the west region for model A.
Note: A resource can belong to multiple groups. For example, as a sales manager for model A,
Linda may belong to another sales group to provide model A information.
Group Member Roles: Roles and responsibilities can be associated with all members of a
resource group. For example, Linda is a sales manager; Carol, Mark, and John are sales
representatives. The Sales Manager and the Sales Representative are job roles assigned to the
Vision Model A Sales Group. Each member can have multiple roles defined within a group or
among groups. Suppose Key Accounts West Group consists of only two people due to resource
constraints. One of them can play two roles, sales manager and field sales agent, at the same
time. Or while Linda is a manager in the Vision Model A Group, she may be a member in the
Vision Model B Group.
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Chapter 5 - Page 45
Group Usage: Specify the usage of your group. For example, the Vision Model A Group can
be used in Sales Compensation, and Sales and Telesales.
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Chapter 5 - Page 46
Defining Groups
Defining Groups
Use the Define Groups window to define a resource
group. This includes entering the following
information:
General information (name, description and
effective dates)
Group members and member roles for the group
Group roles
Group usage
Parent and child groups
(N) Resource Manager > Maintain Resources > Groups
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Defining Groups
Log in with the CRM Administrator responsibility, select Resource Manager > Maintain
Resources > Groups.
Define a group first, then assign an individual member to the group that includes any of the
resource categories. The buttons in the Members tab have the following functionality:
Member Details: Opens the Resource window and displays the members information
Move Member: Opens the Move Member window, where you can assign a member to
another group
Member Roles: Opens the Member Roles window, where you can define the member role
type, name, and effective dates
After saving group information, a group number populates automatically. Use this group
number to define parent-child relations in the Parent Groups or Child Groups tab.
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Chapter 5 - Page 47
Resource Roles, Groups Roles, and Group Member Roles
Resource Roles, Groups Roles, and Group

Member Roles
Resource Roles
Roles
Role Type
Sales Manager
Sales Representative
Telesales Agent
Field Manager
Sales
Sales
Telesales
Field Sales
Telesales Manager
Telesales
Group Roles
Group Member Roles
in the TeleSales Group
Sales Manager
Sales
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Resource Roles, Group Roles, and Group Member Roles

Use the following information to define role types and roles:
Use the Roles tab in the Resource window to define or modify role types and roles that
resources might use in the future before assigning them to groups or teams.
For example, assign the following roles and role types to Alex Able:
- Sales role type, with sales manager and representative roles
- Telesales role type, with Telesales agent role
- Field Sales role type, with field manager role
Note: A sales role, with Sales role type, is a feature used in Sales Compensation to assign
default compensation plans to sales representatives. One or more sales roles can be
assigned to one sales representatives, allowing for multiple compensation plans to be
assigned to one sales representative. A date range can also be attached to these roles.
Use the Roles tab in the Define Groups window to define the group roles associated with
role types. The group role is particularly useful when it is assigned to a team. For
example, you can assign Telesales manager, sales manager, and sales representative roles
to a group as its group roles. When this group is assigned to a team, it can only perform
the Telesales managers role in that team.
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Chapter 5 - Page 48
Use the Member Role button on the Member tab in the Define Groups window to assign
specific roles associated with role types to the resource in a particular group. The
availability of roles here is limited to the roles that were specified earlier in the Resource
window. Suppose Alex Able is assigned to a group. The selection of his group member
roles can only have Sales Manager and Sales Representative available if it is for Sales
role type.
The same concept is used in defining resources in a team. Use the Roles tab in the Define
Teams window to define the team roles and role types. Use the Member Role button on the
Member tab in the Define Teams window to assign specific roles and role types to a resource
in a particular team.
Managing Changes in Group Member Roles
If the reporting hierarchy changes for performance reasons, it is better to delete a group
member role in the Member Roles window rather than end-dating the role. This is because enddating a role is a slower operation than deleting it. In a deep hierarchy structure, this will have
a considerable impact on performance.
Exclusive Flag: If this check box is selected, then you can assign resources only to this group
with a particular member role and group usage that is not assigned to any other exclusive group
with the same role and usage in the same time frame. Because you specify the resource in this
group exclusively, the same resource with the same member roles cannot be assigned to
another group during the overlapping time frame.
For example, you assign Susan Smith as sales manager with the usage of Sales to East Sales
Group, with Exclusive Flag checked, from January 1, 2001 to January 31, 2001. You can
assign Susan with the same usage and time frame to West Sales Group, with a different usage
of Sales Compensation and the Exclusive Flag checked. You cannot assign her with the same
role, the same usage of Sales, and the same time frame to South Sales Group with the usage of
Sales and the Exclusive Flag selected.
Searching for Groups
In the Define Groups window, select View > Find to open the Find Groups window. You can
search by group number, name, and effective dates. Select the group number from the Results
region and click OK to view the group.
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Chapter 5 - Page 49
Practice Overview: Defining Resource Groups
Practice Overview: Defining

Resource Groups
This practice covers the defining resource groups.
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Chapter 5 - Page 50
Practice: Defining Resource Groups
Practice: Defining Resource Groups

The Field Sales Department wants to define a child
group, called XX_Field Sales Account East,
for the XX_Field Sales Account.
As a member of the implementation team, you have
been asked to define these groups and parent-child
information in Resource Manager.
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Chapter 5 - Page 51
Practice Solution: Defining Resource Groups
Practice Solution: Defining Resource

Groups
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Solution
Define Resource Groups:
1.
Log in to the CRM Administrator responsibility (EBUSINESS/WELCOME), select
Resource Manager > Maintain Resources > Groups.
Enter the First Group Information
2. Enter the following information for Group1:
- Name: XX-Field Sales Accounts
- Description: XX-Field Sales Accounts
3. In the Members tab, enter the following information:
Category: Employee
Number: Use the list of values to select yourself (the first resource you created in the
earlier practice) after being imported into the Resource Manager from the HRMS.
Click the Member Roles button to assign the following information to the resource in this
group:
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Chapter 5 - Page 52
- Role: Field Sales Manager (notice the Manager check box is selected)
4. On the Roles tab, assign the following information to the XX-Service Accounts:
Role Type: Field Sales
Role: Field Sales Manager
5. On the Usages tab, select Field Sales from the list of values in the Usage field for this
group.
6. Save your work and record the first group number.
7. Leave the window open.
Enter the Second Group Information
8. Position your cursor in the Name field and select File > New to enter the second group
information.
9. Enter the second group information in the following fields:
Name: XX-Field Sales Account East
Description: XX- Field Sales Account East
10. In the Members tab, enter the following information:
Category: Employee
Number: Select the resource number that you created for your friend
Click the Member Roles button to assign the following information to the resource in this
group:
- Role: Field Sales Representative (notice the Member check box is selected)
11. In the Roles tab, assign the following information to the second group:
Role Type: Field Sales
Role: Field Sales Representative
12. In the Usages tabbed page, select Sales and Telesales from the list of values in the Usage
field.
13. Save your work and record this group number.
Specify Parent-Child Group Relationship
14. Enter the following information in the Parent Groups tab:
Group Number: Enter the first group number that you recorded earlier; the group name
populates automatically.
15. Save the group definition. If you search for the first group number and click the Child
Groups tab, then the second group number and group name will be visible in the tabbed
page.
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Chapter 5 - Page 53
Defining Dynamic Groups

Use the Dynamic Groups window to define a group
based on your criteria by using a SQL statement in the
SQL Statement field.
Oracle Telephony Manager uses dynamic groups for
skill-based routing.
(N) Resource Manager > Maintain Resources > Dynamic Groups
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Instead of assigning each individual or group resource to an existing group, you can create a
dynamic group based on the criteria you define in SQL statements.
After entering group name and usage information, you can then enter SQL statements in the
SQL Statement field. Click the Check Syntax button to check your code for syntax errors
before saving your work.
How Are Dynamic Groups Used?
For example, Oracle Interaction Center's Telephony Manager uses dynamic groups for skillbased routing. In active mode, Oracle Telephony Manager routes calls according to defined
rules. The active mode is the default mode of operation. In active mode, Oracle Telephony
Manager uses skill-based routing, a dynamic call routing intelligence that delivers inbound
calls to an agent who is appropriately skilled to meet the needs of the caller. When inbound
calls arrive at the switch, the switch issues a routing request. Oracle Telephony Manager
monitors the routing request, then applies skill-based routing rules, and identifies suitably
skilled agents. Meanwhile, a representation of the call waits in the virtual queue within Oracle
Telephony Manager. When a suitable agent becomes available, Oracle Telephony Manager
responds to the routing request and instructs the switch to deliver the call to the agents
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Chapter 5 - Page 54
extension through the Universal Work Queue (UWQ), where more specific predefined rules
may apply in directing the call.
In a dynamic group, the database automatically updates information about individual group
members (dynamic routing executes the workflow/procedure to get an agent list).
An example of how a dynamic group should be created:
Select Resource_ID from
JTF_IH_INTERACTIONS
where Party_ID=:CUSTOMER_ID
order by Last_update_date desc
Searching for Dynamic Groups
In the Dynamic Groups window, select View > Find from the application menu to open the
Find Dynamic Groups window. You can search by number, name, usage, and active dates.
Select the group number from the Results region and click OK to view the dynamic group
information.
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Chapter 5 - Page 55
Practice Overview: Defining Dynamic Groups
Practice Overview: Defining

Dynamic Groups
This practice covers defining dynamic groups.
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Chapter 5 - Page 56
Practice: Defining Dynamic Groups
Practice: Defining Dynamic Groups

and want to define a dynamic group used for skillbased routing.
Enter appropriate information and the following SQL
statements in the Dynamic Groups window:
Select Resource_ID
From JTF_IH_INTERACTIONS
Where Party_ID=:CUSTOMER_ID
Order by Last_update_date desc
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Chapter 5 - Page 57
Practice Solution: Defining Dynamic Groups
Practice Solution: Defining

Dynamic Groups
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Solution
Define Dynamic Groups
select Resource Manager > Maintain Resources > Dynamic Groups. The Dynamic
Groups window opens.
2. Enter the following fields:
- Name: XX-Dynamic Group
- Usage: Call Center
- Description: XX-Dynamic Group
- Start: Enter todays date
3. Enter the following SQL statement in the SQL Statement field:
Select Resource_ID
From JTF_IH_INTERACTIONS
Where Party_ID=:CUSTOMER_ID
Order by Last_update_date desc
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Chapter 5 - Page 58
4. Save the group.
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Chapter 5 - Page 59
Group Hierarchy
Group Hierarchy
Helen Freeman
West Regional Sales group
Alex Brown
Jeff Walsh
Field Sales group
Telesales group
Pat Smith
Jim Breen
Product A group
Product B group
Jack William
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Group Hierarchy
Individual resources can be assigned to a group, and a group can belong to another group or to
multiple groups. Resources therefore can be organized through a group hierarchy with a
parent-child relationship.
For example, Jack William and Frank Nelson are sales representatives who belong to the
Product A group and report directly to Pat Smith, the sales manager of Product A; but they
report indirectly to Jeff Walsh who leads the Field Sales group as field sales manager. The
Field Sales group and the Product A group have a parent-child relationship.
You can use the group hierarchy to view direct reporting or all reporting information for a
resource. For example, you can search for direct reporting information for the employee Jeff
Walsh based on the above group hierarchy. You can see Pat Smith and Jim Breen listed as the
results for direct reporting. Jack William and Frank Nelson are added to the list if it is for all
the reporting information due to the parent-child relationship between these groups.
Note
To show the direct reporting structure, the member role in the parent group must be
higher than the member role in the child group.
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Chapter 5 - Page 60
The direct reporting discussed here applies only to subordinates, not to the direct
manager, for a specific resource.
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Chapter 5 - Page 61
Viewing Resource Reporting Information

Use the Group Hierarchy window to view specific
resource reporting information.
This reporting information only shows the
subordinates who directly report to the resource that
you are searching for. You cannot see the direct
manager of that resource.
(N) Resource Manager > Maintain Resources > Group Hierarchy
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Use the Group Hierarchy window to view specific resource reporting information. If you select
Reports Directly from the View By drop-down list, you can see only subordinates who directly
report to the resource that you are searching for. You cannot see the direct manager of that
resource.
Tip: For the purpose of showing the correct direct reporting structure, you must assign the
management role to the resources in the parent group and a subordinate role to the resource in
the child group.
If you can view both the subordinates and a direct manager for a specific resource, you will not
be able to identify who the manager is and who the subordinates are for this resource. For
example, John Smith and Frank Hall are sales representatives who report directly to Mary
White. Mary must have a higher position or management role, such as sales manager, assigned
to her. When you view the direct report information for Mary White, both John Smith and
Frank Hall are populated in the Members region, and the Directly Reports check boxes should
be selected. If Mary White reports to George Smith, then you cannot see George Smith listed
in the Member Name field.
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Chapter 5 - Page 62
Note that member names change in the Members region if you select different group names in
the Groups region. The selected group should have a blue line next to it so that you know the
group is currently selected.
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Chapter 5 - Page 63
Practice Overview: Viewing Resource Reporting Information
Practice Overview: Viewing Resource

Reporting Information
This practice covers viewing resource reporting
information.
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Chapter 5 - Page 64
Practice: Viewing Resource Reporting Information
Practice: Viewing Resource

and want to view resource reporting information using
the Group Hierarchy window.
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Navigation
Maintain Resources > Group Hierarchy
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Chapter 5 - Page 65
Practice Solution: Viewing Resource Reporting Information
Practice Solution: Viewing Resource

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Solution
View Resource Reporting Information
select Resource Manager > Maintain Resources > Group Hierarchy. The Group
Hierarchy window opens.
2. Enter the following information to view resource reporting information:
- Name: Enter your name here (the first resource you created in the earlier practice)
- View By: All
- Select: All
3. Click the View button to view the direct reporting information. At this point, you should
see the following information:
- XX_Field Sales Accounts and XX_Field Sales Accounts East groups populate in the
Groups region
- Group members name in the Members region based on the selected group
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Chapter 5 - Page 66
What Is a Team?
What Is a Team?
Individual resource
Model B
sales manager
Groups
Teams
New product
development group
New model
development
team
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support engineer
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Resource Teams
A team is a collection of cross-functional resources. It consists of groups and individual
resources that work together to efficiently complete a project. You define a team to organize
the necessary resources to accomplish an objective or a particular task. Team members are
chosen on the basis of their availability, qualifications, and location. For example, Vision
Motor Corporation wants to develop a new model which has the features of model B. A new
model development team can be established to have a new product development group, a sales
manager for model B, and a support engineer who specializes in model B.
Team Member Roles: Each team member, whether it is an individual resource or a resource
group, has a member role assigned to it. For example, the new model development group (a
group resource) and the support engineer (an individual resource) can both have a development
member team role. The Development Member role must be one of the group roles that have
been assigned to the New Model Development Group. Like a group member, a team member
can have multiple roles assigned to a team.
Team Roles: You can assign multiple roles to a team. For example, the New Model
Development Team will play a Development Member role, and a Support Manager role at the
same time.
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Chapter 5 - Page 67
Team Usage: Specify the usage of your team. For example, the New Model Development
Team can be used in Support, Telesales, and Service.
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Chapter 5 - Page 68
Defining Teams
Defining Teams
Use the Define Teams window to define a team. This
includes entering the following information:
General information (name, description and
effective dates)
Team members and member roles for the team
Team roles
Team usage
(N) Resource Manager > Maintain Resources > Teams
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Defining Teams
Use the Define Teams window to define a team first, then assign individuals, including any of
the resource categories, or group resource associated with its role types, roles, and usage
information to that team.
Use the following tabs to enter team details information:
Members: Use this tab to assign individual resources or group resources to the team. Use
the following buttons to define additional functionality:
- Member Details (B): Opens the Resource window and displays the member
information
- Member Roles (B): Opens the Member Roles window, where you can define the
member role type, role, name and effective dates
Roles: Use this tab to assign role type and role information specifically for the team.
Usage: Use this tab to assign usage information specifically for the team.
Note: If you want to assign group resources to a team, then the group information must be
available.
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Chapter 5 - Page 69
Note: The value of the role type limits the list of values for the role. For example, if you
choose Call Center as the role type, then you can only select the relevant roles that are used in
the Call Center.
Exclusive Flag: This checkbox has the same function as that in the Define Groups window. If
this check box is selected, then you can assign resources only to this team with a particular
member role and team usage that is not assigned to any other exclusive team with the same
member role and usage in the overlapping time frame. Because you specify the resource in this
team exclusively, the same resource with the same member roles cannot be assigned to another
team during the overlapping time frame.
For example, you assign Susan Smith as sales manager with the usage of Sales to the Sales
Support Team, with the Exclusive Flag check box selected, from January 1, 2001 to January
31, 2001. You can assign Susan with the same usage and time frame to Sales Project Team,
with different usage of Sales Compensation and the Exclusive Flag checked. You cannot
assign her with the same role, the same usage of Sales, and the same time frame to Cross Sales
Team with the usage of Sales and the Exclusive Flag check box selected.
Searching for Teams
This has the same functionality of searching for groups in the Define Groups window. Select
View > Find from the Define Teams window to open the Find Teams window.
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Chapter 5 - Page 70
Practice Overview: Creating Team Resources
Practice Overview: Creating

Team Resources
This practice covers defining a resource team.
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Chapter 5 - Page 71
Practice: Creating Team Resources
Practice: Creating Team Resources

Vision studies how their sales strategies are working
in the market. They accomplish this by having a team
meeting every quarter.
You have been asked to define a team in Resource
Manager and associate appropriate members and
groups.
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Maintain Resources > Teams
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Chapter 5 - Page 72
Practice Solution: Creating Resource Teams
Practice Solution: Creating

Resource Teams
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Solution
Define a Resource Team
1. Log in as the CRM Administrator responsibility (EBUSINESS/WELCOME), and select
Resource Manager > Maintain Resources > Teams.
2. Enter team information in the following fields:
- Name: XX_Sales Team
- Description: XX_ Sales Team
3. After creating a new team, you can assign resources to the team. In the Members tab,
enter the following information:
- Type: Individual
- Category: Employee
- Number: Use the list of values to select your friend that was imported into the
Resource Manager from the HRMS. Optionally, you can enter the resource number
you recorded earlier.
4. Click the Member Roles button to assign the following information to the resource in this
team:
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Chapter 5 - Page 73
5.
6.
7.
8.

- Role: Field Sales Representative
- Start Date: Enter todays date
Enter the following information to assign a group to this team:
- Type: Group
- Number: Use the wildcard % to search for the XX_Field Sales Accounts. The
group name populates automatically.
In the Roles tab, enter the following information for this team:
- Role Type: Sales
- Role: Sales Representative
- Start Date: Enter todays date
In the Usages tab, select Salesforce Planning from the list of values in the Name field.
Save the team definition. The team number populates automatically.
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Chapter 5 - Page 74
Running Reports
Running Reports
The following reports are used in the Resource
Manager:
Group Audit Report
Group Structure Report
(N) Resource Manager > Others > Requests > Run
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Resource Reports
The following reports are used in Resource Manager:
Group Audit Report: Resource Manager can run audit reports detailing changes to resources
and resource groups created within a date range. For example, any changes made to new
members of a group are defined, but role change information is not. This provides an audit trail
of the actions taken for specific groups and resources.
For example, a sales manager can use the Group Audit Report to verify and trace a specific
sales group for its group members (sales representatives) historical information based on a
specific time range. From the report, you can easily identify that Lisa Jones with her resource
number has been changed from Key Accounts Central Group (group number 54) to Key
Accounts Group (group number 43). This information can be an audit record for sales credits
or compensation distribution.
Note: Only the movement of a resource from a given group to another group is tracked.
Resources changing roles within the same group are not reported in the Audit Report.
Group Structure Report: Resource Manager can run a Group Structure Report, which
displays only the group hierarchy and structure information.
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Chapter 5 - Page 75
For example, you can use the Group Structure Report to view the group hierarchy information
for a specific group, such as Key Accounts Group. The group members name and its resource
category information (such as employee resource), child group name (Key Accounts Central),
and numbers of level down from the selected group (such as the Key Accounts Central child
group is one level down from the selected Key Accounts Group) and effective date information
are all visible in the report.
How to Run Reports
Log in with the CRM Administrator responsibility, select Resource Manager > Others >
Requests > Run. Select the report name in the Submit Request window. Select the group name
from the drop-down list that you want to monitor for your report in the Parameters window.
For the Group Audit Report, besides the group name, you must specify a time frame (either a
start date or the number of days for the report) in order to run this report successfully.
View Reports
Log in with the CRM Administrator responsibility, select Requests > View. Select All My
Requests in the Find Requests window and click the Find button to access the Requests
window.
Select your report name and click the View Log button to view this report. The report details
will open an HTML screen showing the log file for the selected report.
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Chapter 5 - Page 76
Practice Overview: Running Reports
Practice Overview: Running Reports

Running reports
Viewing the Group Structure and Group Audit
Reports
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Chapter 5 - Page 77
Practice: Running Reports
Practice: Running Reports

You are the resource administrator and would like to
verify whether your group has been set up correctly in
the system.
You must run the Group Structure and Group Audit
Reports.
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Navigation
Running the Group Structure Report and Group Audit Report
Others > Requests > Run
Viewing the Group Structure Report and Group Audit Report
CRM Administrator responsibility (EBUSINESS/WELCOME), (N) Requests > View > (B)
Find
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Chapter 5 - Page 78
Practice Solution: Running Reports
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Solution
Run the Group Audit Report And Group Structure Report
select Resource Manager > Others > Requests > Run.
2. Click OK to submit the selected single request option button in the Submit a New
Request window.
3. Select the Group Audit Report in the Name field of the Submit Request window. The
Parameters window opens.
4. Enter the following information in the Parameters window:
- Report Type: Group
- Group Name: XX_Field Sales Accounts
- Date range/no of days: Range
- Start Date: One week prior to todays date using the format of 01-FEB-2002
- End Date: One week after todays date using the format of 10-FEB-2002
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Chapter 5 - Page 79
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1. Leave the rest of the fields blank and submit this request.
2. Select Yes to submit another report.
3. Select the Group Structure Report in the Name field of the Submit Request window.
4. Enter XX_Field Sales Accounts in the Group Name field of the Parameters window.
5. Submit this report by click the Submit button.
6. Select No in the Decision window to close the window.
View the Group Audit Report and Group Structure Report
select Requests > View.
2. Select All My Requests in the Find Requests window and click the Find button to access
the Requests window.
3. Select your report names individually and click the View Log button to view this
report.
4. The report details will open an HTML screen showing the log file for the selected report.
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Chapter 5 - Page 80
Steps for Implementing HTML Resource Manager
Steps for Implementing HTML

Resource Manager
1. Run concurrent programs
2. Define new role types to fit your business model
(optional)
3. Define new roles to fit your business model
(optional)
4. Set profile options in Forms (HTML)
5. Define resource fields for update (HTML)
6. Define skill levels (HTML)
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Implementing HTML Resource Manager

During the recent expansion of Resource Manager to include the HTML-based functionalities,
certain features are available in both the HTML and Forms-based versions.
However, some features in this release are available in HTML or Forms only. Therefore,
besides the first three setup steps for implementing the Forms-based version, additional steps
in HTML should also be performed if HTML Resource Manager is used:
1. Run necessary concurrent programs to synchronize employees, parties and partners,
supplier contacts, and application usernames, as well as to flatten employee and group
hierarchies.
2. Define new, custom role types (optional): Used to define new role types if necessary.
3. Define new, custom roles (optional): Used to define new roles if necessary.
4. Set profile options in Forms (HTML): Used to set up necessary profile options only if
HTML Resource Manager is used.
5. Define resource fields for update (HTML): Used to determine which fields in the
personal information for a resource can be updated and how the update should occur.
This needs to be set up only if HTML Resource Manager is used.
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Chapter 5 - Page 81
6. Define skill levels (HTML): Used to define skill proficiency levels for products if the
HTML Resource Manager is used.
Note: The first three implementation steps (run concurrent programs, define role types and
roles) have been introduced in an earlier lesson.
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Chapter 5 - Page 82
Setting Profile Options (HTML)
Setting Profile Options (HTML)

Set the following profile options in Forms only if you
implement HTML Resource Manager:
JTFRS:Employee Resource Update Access (Self
or Any)
JTFRS:Group Update Access (All or None)
JTFRS:Role Update Access (All or None)
System Administrator responsibility
(N) Profile > System
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Setting Profile Options

The HTML Resource Manager uses the following profile options:
JTFRS:Employee Resource Update Access: Use this profile option to set the security around
updating an employees information in the HTML Resource Manager. If it is set to Self, then
only the employee can update their own information. If it is set to Any, then a user with the
appropriate responsibilities is able to update employee information.
JTFRS:Group Update Access: Use this profile option to set the security around updating a
Resource Group in HTML Resource Manager. If it is set to All, then only an employee of a
group can update their group information. If it is set to None, a resource with Manager or
Admin member role of a group or system administrator can create and update all information
under the group hierarchy.
JTFRS:Role Update Access: Use this profile option to set the security around updating a
Resource Role in HTML Resource Manager. If it is set to All, then only an employee can
update this information. If it is set to None, a resource with the Manager or Admin member
role of a group or system administrator can create and update resource roles.
To access these profile options in Forms, log in with the System Administrator responsibility,
select Profile > System. Enter JTFRS% in the Profile field and click the Find button.
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Chapter 5 - Page 83
Note: If you are not using the HTML Resource Manager, then you do not need to set up these
options.
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Chapter 5 - Page 84
Defining Resource Fields for Update (HTML)
Defining Resource Fields for

Update (HTML)
If you implement HTML Resource Manager, then use
the Define Resource Fields for Update window to
determine which fields can be updated and how the
update should occur.
Resource Self Service Administrator responsibility
(T) Administration > Resource subtab
Appropriate Users
or System Administrators
Define Resource
Fields for Update
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Defining Resource Fields for Update

If you use HTML Resource Manager, then the appropriate users (or system administrators)
with the Resource Self Service Administrator responsibility must set up the Define Resource
Fields for Update window. This is used to determine which fields for the resources personal
information can be updated and how the update should occur.
For example, the administrators can decide to construct the fields in one of four ways:
Full Update: Any user can update the field without approval or workflow notification.
Update With Notification: Any user can update the field but it requires that a workflow
notification be sent to the appropriate individual.
Update With Approval: Any user can update the field but it requires an approval first.
No Update: No one can ever update the field.
By using the above four update options, administrators can define the following specific fields
that can or cannot be changed, as well as how those fields can be modified (with approval or
with notification only):
Preferred Name: Resources can enter and maintain their full name information.
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Chapter 5 - Page 85
Resource Address: Resources can enter and maintain their work address information
(such as address, mailstop, office, and location) in the Address region of the Create an
Employee Resource window.
Work Phone Number: Resources can enter and maintain their work phone information.
E-mail Address: Resources can enter and maintain their e-mail address information.
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Chapter 5 - Page 86
Defining Skill Levels (HTML)
Defining Skill Levels (HTML)

If you implement HTML Resource Manager, then use
the Define Skill Levels window to enter:
A skill-level name
An associated numeric value
(T) Administration > Skill Levels subtab
Expert
Expert
Numeric Value
Skill Level Name
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Defining Skill Rating Information

Like the Define Resource Fields for Update window, this Define Skill Levels window needs to
be set with the Resource Self Service Administrator responsibility only if HTML Resource
Manager is used.
Use the Define Skill Levels window to enter the name of the skill level and its associated
numeric value. After this is specified, an individual resource can select an appropriate skill
level from the LOV of the Level field in the Rate Skill window to rate his or her technical
skills. These skill levels are standard regardless of whether the resource is rated at category,
product, platform, or problem code level. The numeric values for the related skill levels can be
a part of the calculation when selecting the optimal individual for a service request.
Use the following rules to define skill level information:
No two skill ratings can have the same numeric value or the same name.
Only positive integers are acceptable in the Numeric Value field.
There is no change to the numeric value of Not Applicable (N/A).
The skill levels are editable, but you cannot delete any of them without entering a new
name or its value. Otherwise, an error message occurs saying Level Name cannot be
null or Numeric Value cannot be null.
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Chapter 5 - Page 87
After modifying the skill information, click the Update button to save or the Restore button to
reset the original values in the window.
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Chapter 5 - Page 88
Practice Overview: Defining Skill Levels
Practice Overview: Defining Skill Levels

This practice covers defining skill levels.
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Chapter 5 - Page 89
Practice: Defining Skill Levels
Practice: Defining Skill Levels

Visions business practices are designed to keep its
sales agents and service technicians technically
updated for the products they sell or support.
The Sales and Service department wants to capture
their skill levels in a central location.
As an implementation team, you must set up the skill
levels for Vision.
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Navigation
Accessing the HTML Resource Manager Setup Screens
Log in to the JSP page using the name that you created in the first practice, select the Profile
icon on the top right corner of the page. Select the Navigation Preferences hyperlink from the
navigation menu on the left. Select the Resource Self Service Administrator responsibility in
the Current Responsibility field. Click the Update button (or sign out and log in again if
needed) to access the setup windows.
Defining Skill Levels
Resource Self Service Administrator responsibility, (T) Administration > Skill Levels subtab
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Chapter 5 - Page 90
Practice Solution: Defining Skill Levels
Practice Solution: Defining Skill Levels
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Solution
Prerequisites: Make sure to use the following steps to change the default responsibility to the
Resource Self Service Administrator responsibility if you cannot access the correct setup
windows:
1. Log in to the JSP page using the name that you created in the first practice and change the
password if necessary. Sign out and log in again to select the Profile icon on the top right
corner of the page.
2. Select the Navigation Preferences hyperlink from the navigation menu on the left.
3. Select the Resource Self Service Administrator responsibility in the Current
Responsibility field.
4. Click the Update button (or sign out and log in again if needed) to access the setup
windows.
Define Skill Levels:
1. Log in to the Resource Manager setup screens using the name that you created in the first
practice.
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Chapter 5 - Page 91
2. Select the Administration tab and Skill Levels subtab.

3. Enter the following information for the name and its numeric value:
- XX_Not Applicable: 0
- XX _Foundation: 10
- XX _Intermediate: 20
- XX _Skilled: 30
- XX _Advanced: 40
- XX _Expert: 50
4. Click the Update button to save your work.
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Chapter 5 - Page 92
Managing Resource Manager (HTML)

After implementing HTML Resource Manager, the
following tasks can be performed either in the HTML
or Forms-based Resource Manager as part of the
resource management process:
Create employee resources (HTML Resource only)
Create resource groups with group members
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Managing Resource Manager

Create Employee Resources
In Forms, employee resources can be created only in Oracle Human Resources
Management System (HRMS) and then be imported into Resource Manager. The only
resources that can be created in Resource Manager are the Other and To Be Hired
resource types.
In HTML, employee resources can now be created in Resource Manager. This employee
information with a salespersons attributes is also recorded in HRMS.
Note: If you create a resource created in Oracle HRMS, you dont want to create an Other and
To Be Hired resource type in the Resource Manager because this resource information will not
be recorded in the HRMS.
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Chapter 5 - Page 93
Creating Employee Resources (HTML)
Creating Employee Resources (HTML)

Employee resources can be only created in the HTML
Resource Manager by using the following steps:
1. Enter general employee information (in the Create
an Employee Resource window)
2. Assign employee details information (in the
Employee Details window)
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Creating Employee Resources in HTML Resource Manager

In the HTML Resource Manager, users with the Resource Self Service Administrator
responsibility can see the Create button shown in the Employees window.
Clicking Create button to create an employee resource by using the following steps:
1. Create general employee information: Use the Create an Employee Resource window
to create employee general information including name, job title, start and end dates,
sales information, address, and manager information.
Note: In Forms, employee resources can only be created in Oracle Human Resource
Management System (HRMS) and then be imported into Resource Manager. In the HTML
version, employee resources can now be created and the employee information is also recorded
in the Oracle Human Resources Management System (HRMS) tables and is automatically
imported into the Forms-based Resource Manager. If Oracle HRMS is not installed or licensed,
then you can use the shared HRMS Forms in Resource Manager. To access the HRMS Forms
from Resource Manager, select Maintain Employee > Employee.
2. Assign employee detail information: Use the Resource Details window to assign role
type and role information to the employee, as well as to assign this employee to a
resource group.
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Chapter 5 - Page 94
Entering General Employee Information

Users with the appropriate responsibility can create
employee resources in the HTML Resource Manager.
Employee resources created here are also recorded in
Oracle Human Resources Management System
(HRMS) and are imported into the Forms version.
(T) People > Employees subtab > (B) Create
Automatically
Automatically
Record
Import
HRMS
HTML Resource
Forms Resource
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Users with the Resource Self Service Administrator responsibility can see the Create button
shown in the Employees window. Therefore, they can create a new employee resource and
specify the required sales information for compensation. When an employee resource is created
in the HTML Resource Manager, it also creates an Application User (FND User). In addition,
this information is recorded in Oracle Human Resources Management System (HRMS) and is
automatically imported into the Forms-based Resource Manager.
For example, Rhonda Abbott is a new hire to Vision Company as a support agent. The resource
administrator at Vision Company can select the Create button in the Employees window and
then enter her name, title, user name, job title, e-mail, salesperson number, sales credit type,
and gender information in the Create An Employee Resource window. Optionally, Rhondas
address and manager information can also be entered.
Note: In the HTML version, the Salesperson Number and Sales Credit Type fields are required
when you create an employee resource in the Create An Employee Resource window. This is
because the HTML Resource Manager is used primarily by Oracle Sales Online and employee
resources created here are salespeople.
How to define a salesperson in the Forms version is covered later.
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Chapter 5 - Page 95
Creating Employee Resources

Use the Advanced Search hyperlink in the Employees
window to search for an employee that you want to
modify. After making changes to the employee
information, click the Update button.
Resource Self Service Administrator Responsibility > Employees
window (H) Advanced Search
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The administrator can also enter the end date for this employee resource, if necessary, by
clicking the Date Picker icon to select a date. To search for a job title, enter at least three
characters or enter %%% and click the Go button to search all job titles.
After clicking the Create button, the Resource Details window populates with Rhondas name,
and her employee and resource numbers. From here, resource roles and groups can be assigned
to her.
Hints for Updating Employee Resources
If changes are made to the Manager field (assignment or updates of manager information for an
employee), then the Flatten Employee Hierarchy concurrent program needs to be run in order
to reflect the changes in the organization chart.
Note: To create or update other employee information, a user with the Resource Self-Service
Administrator responsibility must set the JTFRS:Employee Resource Update Access profile
option to Any. Otherwise, the system administrator still cannot update other employee
information.
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Chapter 5 - Page 96
Assigning Resource Details
Assigning Resource Details
Use the Roles region in the Resource Details

window to define or modify role types and roles
for resources.
Use the Group Membership region to assign
resources to a group with the appropriate group
member roles.
+
Sales
role type
Sales
representative
Employee
resource
Key accounts
group
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Assigning Resource Roles and Groups

Continuing from the previous example, after you click the Create button in the Create an
Employee Resource window, the Resource Details window populates with Rhondas name,
and her employee and resource numbers. You can now define or modify role types and roles
that resources might use in the future, as well as assign Rhonda to a group if necessary.
Assigning Resource Roles
For example, assign the following roles and role types to Rhonda Abbott in the Roles region:
Support role type and Support Analyst role
Field Service Representative role type and Field Service Representative role
Sales role type and Sales Representative role
You can set the End Date for each role by using the Date Picker icon to select a date, if
necessary, to terminate this resource role. Use the correct date format, such as 26-Jul-2001, to
manually enter a date.
Caution: If you set an end date for a resource role and this role is currently being played in a
group that the resource is a member of (as a group member role), then a warning message
appears that end dating this role will result in end dating all of the same group member roles
for the resource selected. For example, if a support analyst role assigned to Rhonda expired
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Chapter 5 - Page 97
today, then the same support analyst role that Rhonda is currently playing in a group as a group
member role will also be terminated.
Note: A sales role, with Sales role type, is a feature used in Incentive Compensation to assign
default compensation plans to sales representatives. One or more sales roles can be assigned to
one sales representatives, allowing for multiple compensation plans to be assigned to one sales
representative.
Updating Resource and Group Information
To remove one of the roles and role types, select the role and role type that you want to delete
and click either the Remove icon (before resource creation) or the Remove check box (after
resource creation) to clear the row.
Note: Click the Show History button in the Roles region to view resource role historical
information.
Assigning Resources to a Group
In addition to assigning resource roles, you can also assign a resource to a resource group and
assign appropriate group member roles to this resource in the Group Membership region.
For example, Rhonda can be assigned to a resource group with the appropriate group member
roles identified and become a group member. After you finish assigning resource and the
resources group member roles (roles within that group), click the Update button to save your
changes.
Use the same method for updating resource information to update group information. To view
group historical information, you can click the Show History button to access the Group
Member History window.
Because this group information can also be entered in the Members region of the Create Group
window, more information will be discussed later.
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Chapter 5 - Page 98
Practice Overview: Creating Sales Resources

Sales Resources
Creating employee resources with sales attributes
Assigning resource roles
Remember to record the employee number and

resource number after saving this new employee.
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Chapter 5 - Page 99
Practice: Creating Sales Resources
Practice: Creating Sales Resources

The Sales Department of Vision wants to use the
functionality of creating a quick sales resource in
HTML.
As an implementation team, you have been asked to
test whether this functionality is working in the
system. You must:
1. Create a sales resource in the HTML Resource
Manager and assign resource roles
2. Query the sales resource in the Forms version
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Navigation
Creating a Sales Resource
Resource Self Service Administrator responsibility using your username, (T) People >
Employees subtab > (B) Create
Querying the Resource in the Forms Version
Maintain Resources > Resources
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Chapter 5 - Page 100
Practice Solution: Creating Sales Resources

Sales Resources
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Solution
Create an Employee Resource
1. Log in to the Resource Manager setup screens using the username that you created
earlier. Select the People tab and then click the Create button.
2. Create an employee for yourself with the following information:
- Last Name: Enter your friends last name
- First Name: Enter your friends first name
- User Name: Use your friends first initial combined with full last name. For
example, jsmith for John Smith.
- Job Title: SAL600.Sales Representative
- Email: Use your username with @ vision.com
- Start Date: Todays date
- Sales Number: XX001
- Sales Credit Type: Quota Sales Credit
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3. Click the Create button to save your work.

4. Record your employee and resource numbers for later use.
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Practice Solution: Creating Employee Resources

Employee Resources
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5. Click the Create button to save your work. Remember to record your employee number
and resource number in the Resource Details window. They will be used in later
practices.
6. Assign the following resource roles to your friend:
- Role Type: Sales
7. Leave the Group Membership region blank and click the Update button to save your
work.
Query the Resource in the Forms Version
1. Login with the CRM Administrator responsibility (EBUSINESS/WELCOME), select
Resource Manager > Maintain Resources > Resources.
2. Query the resource that you just created in this practice by entering the resource number
or resource name in the Find Resources window.
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3. Execute the query and click the Resource Details button to view the resource role
information in the Roles tab. Close the window.
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After implementing HTML Resource Manager, the
following tasks can be performed either in the HTML or
Forms-based Resource Manager as part of the
resource management process:
Create employee resources (HTML Resource)
Create resource groups with group members
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Creating Group Resources with Assigned Group Members

Like employee resources, group resources can also be created in either HTML or Forms-based
applications. After a group resource is created by your administrator in the HTML Resource
Manager, end users can then view this group or group hierarchy information if this group is
assigned to a parent-child group structure.
To access the Groups window, users must have the Resource Self Service Administrator
responsibility, select (T) People > Groups subtab.
Users with the appropriate responsibility can see the Create button shown in the Groups
window. By clicking the Create button, you can then create a new resource group and assign
group members.
Note: Besides the appropriate responsibility, the JTFRS:Group Update Access profile option
must also be set to None.
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Creating Resource Groups with Group Members
Creating Resource Groups

with Group Members
Use the Create Group window to create a new group
with the following information:
Group general information (group name, parent
group name, as well as start and end dates)
Group usages
Group members (resource name, roles, as well as
start and end dates)
(T) People > Groups subtab > (B) Create
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Create Resource Groups in HTML Resource

Users with the Resource Self Service Administrator responsibility can see the Create button
shown in the Groups window. By clicking the Create button, you can then create a new
resource group, identify parent group name and group usage, as well as assign group member
information.
Note: To be able to create group resources, besides the appropriate responsibility, the
JTFRS:Group Update Access profile option must also be set to None.
Creating a New Group in the Groups Window
For example, Vision Company has had a recent expansion in its Sales Department in the
central region. Therefore, Pat Stock, a resource administrator, must create another resource
group called Key Account Central under the existing Key Accounts group.
After logging in as an administrator, Pat selects the Groups subtab and clicks the Create button
in the Groups window to open the Create Group window. She enters the group name (Key
Account Central), description, and its parent group, Key Accounts, by using the drop-down list
from the Parent field. Because she knows that this new group is being created for Sales
purposes, she selects Sales Compensation, and Sales and Telesales for the group usage. In
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addition, she assigns three recent hires from the central region to this group as group members
with appropriate role types and roles identified in the Members region.
Note: You can also set an end date for a member role if you know this member is going to be
given a new role soon. For example, if Rhonda Abbott is going to be promoted to a support
manager one month from today, then Pat Stock, a resource administrator, can set an end date
one month from today for Rhondas current role as a support analyst. In addition, Pat can
create another support manager role for Rhonda and this new role can start one month from
today.
Viewing Group Details in the Group Details window
After entering all necessary group information, Pat clicks the Create button to go to the Group
Detail window with the parent group name (Key Accounts) identified. Click the parent group
name hyperlink to access the parent group details.
To view the group member historical information, Pat can click the Show History button in the
Group Details window to access the Group Member History window with resource category,
resource name, role type, roles, as well as start and end date information. For example, if Paul
Henry was part of the Key Accounts Central group members, then Pat can see Pauls name
shown in the Group Member History window.
Adding or Modifying Group Hierarchy Information
In addition, you can also add or modify group hierarchy information by clicking the Hierarchy
hyperlink from the side navigation menu to open the Group Details Child and Parent Groups
window. You can then add additional parent and child group information to the group that you
just created by entering search criteria and clicking the Go button in the Group Name to
perform a search. The description and start date information are populated automatically. You
can set an end date to any parent or child group if necessary.
Deleting Resource Group Information in the Create Group Window
From the Create Group window, you can update and remove group information.
To remove one of the group usages or members, select the member or usage that you want to
delete and click either the Remove icon (before group creation) or the Remove check box (after
group creation) to clear the row.
Note: Group role functionality can only be defined in the Forms version only. To define a
group role, use the Roles tab in the Define Groups window. The group role is particularly
useful when this group is assigned to a team. For example, you can assign Telesales manager,
sales manager, and sales representative roles to a group as its group roles. When this group is
assigned to a team, it can only perform the Telesales managers role in that team.
Note: Resource teams can be created in the Forms version only.
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Practice Overview: Creating Resource Groups

Resource Groups
This practice covers creating resource groups.
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Practice: Creating Resource Groups
Practice: Creating Resource Groups

Visions Sales Department is divided into two groups
for their key accounts:
Key Accounts East
Key Accounts West

As a member of the implementation team, you have
been asked to define these groups and parent-child
information in Resource Manager.
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Navigation
Resource Self Service Administrator responsibility using your username, (T) People > Groups
subtab > (B) Create
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Practice Solution: Creating Resource Groups

Resource Groups
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Solution
Create Resource Groups
1. Log in to the Resource Manager setup screens with your username.
2. Select the People tab and Groups subtab. Click the Create button to define the following
two groups:
Group 1:
- Name: XX-Key Accounts
- Description: XX-Key Accounts
- Parent: Leave this field blank
- Usage: Sales and Telesales
- Resource Name: Select yourself
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3.
4.
5.
6.
7.
- Role: Field Sales Manager

Save your work by clicking the Create button.
Select the People tab and Group subtab. Click the Create button to create the second
group using the following values:
Group 2:
- Name: XX-Key Accounts East
- Description: XX -Key Accounts East
- Parent: XX _Key Accounts
Leave the Members region blank.
Select the People tab and Group subtab. Click the Create button to create the third group
using the following values:
Group 3:
- Name: XX -Key Accounts West
- Description: XX -Key Accounts West
- Parent: XX _Key Accounts
- Resource Name: Select your friends name
- Role Type: Sales
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Additional Setup Information: Resource Manager Public APIs
Additional Setup Information: Resource

Manager Public APIs
Oracle publishes and supports certain APIs. They are
contained in the following public packages used in
Resource Manager:
JTF_RS_RESOURCE_PUB
JTF_RS_GROUPS_PUB
JTF_RS_SALESREPS_PUB
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Resource Manager Public APIs

Oracle publishes and supports the following Application Program Interfaces (APIs), which are
contained in the following packages:
JTF_RS_RESOURCE_PUB: All public procedures (APIs) relating to creating or
updating a resource are stored in this package. This package contains the following
procedures (APIs):
- JTF_RS_RESOURCE_PUB. Create_Resource ( ): Use this API to create
all categories of resources, such as Employee, Party, Supplier Contact, and Other.
The API first verifies that the resource does not already exist in the Resources table
before creating it. From this API, you can insert resource information into Call
Center, Compensation, and the Account Receivables tables.
- JTF_RS_RESOURCE_PUB. Update_Resource ( ): Use this API to update
resource attributes, such as Resource Name, Start Date, End Date, and User ID. The
API first verifies that the resource already exists in the Resources table before
attempting to update it. From this API, you can update resource information in the
Call Center, Compensation, and the Account Receivables tables.
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JTF_RS_GROUPS_PUB: All public procedures (APIs) relating to creating or updating a

resource group are stored in this package. This package contains the following
procedures (APIs):
- JTF_RS_GROUPS_PUB. Create_Resource_Group ( ):Use this API to
create a Resource Group. It also generates the group_id number and calls
create_group_members.
- JTF_RS_GROUPS_PUB. Update_Resource_Group ( ): Use this API to
update resource group attributes, such as Group Name, Group Description, Start
and End Date effectivity.
JTF_RS_SALESREPS_PUB: All public procedures (APIs) relating to creating or
updating a salesperson are stored in this package. This package contains the following
procedures (APIs):
- JTF_RS_SALESREPS_PUB. Create_Salesrep ( ): Use this API to
create a resource of type SalesRep that can be used by resources created using the
Create Resource API.
- JTF_RS_SALESREPS_PUB. Update_Salesrep ( ): Use this API to
update SalesRep attributes, such as SaleRep Number, Sales Credit Type, Start and
End Date effectively.
See Oracle CRM Application Foundation API Reference Guide for detailed information.
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Summary
Summary
Identify the setup dependencies for Resource
Manager
Describe implementation considerations for
Resource Manager
Describe how to implement Resource Manager
Describe how to create dynamic groups and team
resources in Forms
Explain how to run resource reports
List public APIs used in Resource Manager
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Territory Manager Overview

Chapter 6
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Chapter 6 - Page 1
Lesson 6: Territory Manager Overview
Lesson 6: Territory Manager Overview
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Chapter 6 - Page 2
Objectives
Objectives
do the following:
Explain the key terms related to Territory Manager
Describe how Territory Manager integrates with
other modules
Describe the territory setup and usage process
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Chapter 6 - Page 3
What Is a Territory?
A territory is an organizational domain with

boundaries defined by attributes of customers,
products, services, and resources
Territories can be created based on multiple
criteria including postal code, area code, country,
vertical market, size of company, and product
expertise
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You can create a territory based on geographical locations, such as the east coast territory or
the west coast territory. A territory can also be based on a customer name. For example, this
could be the Vision territory. In addition, you can create a territory based on both geographical
location and name. For instance, this could be a West Coast Vision Territory.
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Chapter 6 - Page 4
What Is Territory Manager?
Territory Manager provides a user interface (UI)

and functionality that an organization can use to
manage territories
Use Territory Manager to create multidimensional
territories based on criteria (qualifiers) that you
define for your business needs. It is a tool to help
you assign resources automatically
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Use Territory Manager to assign sales representatives, service and support people, and teams
automatically based on their geographical locations and expertise as defined in a territory.
Most sales and service territories that are defined in other applications are one dimensional.
They assign tasks to employees based on postal code, area code, country, vertical market, size
of company, or product expertise.
Oracle Territory Manager, however, makes it possible for you to create multidimensional
territories based on your business needs. For example, you could assign all large customers
within a specific geographical area only to those sales representatives who have an expert
knowledge of a product.
Using Territory Manager you can create multiple such territories for individuals or for whole
teams of sales, service, and collections representatives.
Think of Territory Manager as a large filtering engine that determines the assignment of tasks
and resources within your company.
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Chapter 6 - Page 5
Features of Territory Manager

The functionality of Territory Manager is mainly used
by your territory administrator during the
implementation process and ongoing territory
management tasks after territory creation.
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You can use the Forms-based Territory Manager for territory setup and administration. For
example, you can enable necessary qualifiers, create territories, mass change resources
assigned to territories, copy entire territory hierarchies if necessary, search and view territory
information, as well as run territory reports. These tasks are performed by the territory
administrator or implementation team during implementation process and ongoing
management tasks.
Use the following information to access the Territory Manager:
CRM Administrator Responsibility
(N) Territory Manager > Territory Administrator
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Chapter 6 - Page 6
Territory Manager Key Terms

The following terms are used in Territory Manager:
Territory Manager
Territory
Transaction Qualifier
Resource Qualifier
Territory Type
Territory administrator
Escalation territory
Territory template
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The following terms are used in Territory Manager:
Territory Manager is a tool that helps you manage territories.
A territory is an organizational domain with boundaries defined by attributes of
customers, products, services and resources.
Qualifiers are the criteria used to define a territory.
Transaction Qualifiers are the criteria used to determine the winning territory among
competitive territories.
Resource Qualifiers are criteria used during territory setup to define resources. Once
resource qualifiers are identified, you can use the Auto Assign function in the Resource
tab to list the qualifying resources based on the criteria defined in the resource qualifier.
Territory Types are used to group transaction qualifiers during territory creation.
Territory Administrator: This person administers the specific and periodic duties of
Territory Manager, such as, running the concurrent programs, enabling qualifiers,
creating territories, and running territory reports.
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Chapter 6 - Page 7
An Escalation Territory provides escalation resources responsible for managing

escalations.
A Territory Template is used to mass create territories.
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Chapter 6 - Page 8
Rank
Winning territory
Number of winners
Catch all
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Territory Manager Key Terms (continued)

Rank is used to specify the priority of a territory during random selection of territories.
The lowest rank of competing territories wins at the same level in the territory hierarchy.
For example, from rank 1 to 10 for the same hierarchy level, rank 1 has the highest
priority.
A winning territory is chosen from a group of territories that qualify based on territory
transaction qualifiers, number of winners, and rank information.
The Number of Winners field is used to specify the number of potentially winning
territories.
A Catch All territory is a placeholder used at the top of a territory hierarchy if no other
territory has been defined.
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Chapter 6 - Page 9
Integrations Within the E-Business Suite
Integrations Within the E-Business Suite

Service
Contracts
Resource
Manager
Quality Online
Trade
Management
Business
Rule Monitor
Escalation
Manager
Territory
Manager
Sales and
Telesales
Assignment
Manager
Service
Customer
Info.
Account
Info.
TM
Data pull from TM
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Data flow into TM
CRM Schema
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Territory Manager is widely used by various modules across Oracle CRM:
Oracle Service uses Territory Manager to set up territories so that an incoming service
request, or a task, can be routed to an appropriate resource.
Oracle Quality Online (also known as Oracle Defect and Enhancement Management)
uses Territory Manager to set up territories so that a defect can be assigned to an
appropriate resource.
Trade Management uses Territory Manager to set up territories so that offers and claims
can be assigned to qualified resources.
Oracle Sales and Telesales uses Territory Manager to set up territories so that accounts,
leads, or opportunities can be assigned to a salesperson or telesales agent based on
territory definitions.
Note: Users can also use Territory Lookup Tool, the HTML Territory Manager, to search
for sales representatives that defined in the Sales and Telesales territories.
Oracle Service Contracts uses Territory Manager to set up territories so that a contract
can be assigned to an appropriate resource.
The following Application Foundation modules also integrate with Territory Manager:
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Chapter 6 - Page 10
Business Rule Monitor uses the escalation territory defined in the Territory Manager to
decide who will receive the workflow notifications based on the chosen workflow
process and workflow attributes.
Escalation Manager uses the escalation territory defined in the Territory Manager when
using automatic ownership assignment through the Assignment Manager.
Assignment Manager uses Territory Manager to retrieve qualified resources identified in
territories.
Territory Manager uses resources defined in the Resource Manager to display and assign
any type of CRM resource to a territory.
Territory Manager uses parts of the CRM schema to assign qualifiers to a territory.
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Chapter 6 - Page 11
Territory Setup and Usage Process

Implementation
Territory planning
Define customer name range group values (optional)
Enable existing qualifiers
Create territories
Optional
Types
Templates
Generate Territory Package
Mass change resources
Search and view Territories
Copy an entire hierarchy
Run reports
Run concurrent programs
Use Territory lookup tool
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Implementation Process
Before using Territory Manager, your territory planning team must analyze your business and
organizational needs for better territory planning and future management. This step should be
completed before implementing Territory Manager.
After territory planning, your implementation team needs to enable the qualifiers that you are
going to use in your territories based on the planning decisions.
Note: The Customer Name Range Group is used in Oracle Sales and Telesales only.
The territory administrator then starts the territory creation process based on the planned
territories. Territories can be created in the following three ways:
Create an individual territory
Create a territory using a territory type
Create a large number of territories at one time using a territory template
Additionally, escalation territories can be used to help manage future escalations.
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Chapter 6 - Page 12
After territory creation or updates, your territory administrator must run the Generate Territory
Package concurrent program to generate the correct, and updated territories before a calling
module can properly assign resources that are defined in your territories.
Ongoing Management Tasks
After territory creation, your territory administrator can manage territory changes, such as
copying an entire territory or mass change territory resources if needed. After updating existing
territories, the Generate Territory Package concurrent program still needs to be run to generate
the correct, and updated territories. The administrator can run territory reports to verify
territory change information, besides performing a search to view territory hierarchies through
either the Navigator tree or Administration menu.
Note: Detailed information about territory implementation process and ongoing management
tasks are covered in the 11i Implement and Administer CRM Application Foundation course.
Use Territory Manager
After territory creation, end users can use the Territory Lookup Tool to search for sales
representatives that defined in the Sales and Telesales (territory usage) territories.
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Chapter 6 - Page 13

Territory Manager.
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Use the terms listed to complete the fill-in-the-blank sentences. There are more terms than
blanks.
Terms
Escalation Territory
Territory Types
Territory
Territory Administrator
Transaction QualifiersResource Qualifiers
Number of Winners
Rank
Catch All
Delete
Descriptors
Territory Umpire
Transaction Quadrants
Research Qualifiers
Number of Managers
Degree
Check All
Telephone
Territory Template
Manage
Qualifiers
Descending Territory
Region
Territory Models
Fill-in-the-Blanks
1. Territory Manager is a tool that helps you ________territories.
2. A _________is an organizational domain with boundaries defined by attributes of
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Chapter 6 - Page 14
3. _________ are the criteria used to define a territory.

4. __________ are the criteria used to determine the winning territory among competitive
territories.
5. __________ are criteria used specifically in selecting resources while defining territories.
6. __________ are used to group transaction qualifiers during territory creation.
7. An ___________ provides escalation resources responsible for managing escalations.
8. A ___________ is used to create many similar territories.
9. __________ is used to specify the priority of a territory during random selection of
territories.
10. The __________ field is used to specify the number of potentially winning territories.
11. A _________ territory is a placeholder used at the top of a territory hierarchy if no other
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Chapter 6 - Page 15

Territory Manager.
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1. Territory Manager is a tool that helps you manage territories.
2. A territory is an organizational domain with boundaries defined by attributes of
3. Qualifiers are the criteria used to define a territory.
4. Transaction qualifiers are the criteria used to determine the winning territory among
competitive territories.
5. Resource qualifiers are criteria used specifically in selecting resources while defining
territories.
6. Territory types are used to group transaction qualifiers during territory creation.
7. An escalation territory provides escalation resources responsible for managing
escalations.
8. A territory template is used to create many similar territories.
9. Rank is used to specify the priority of a territory during random selection of territories.
10. The Number of Winners field is used to specify the number of potentially winning
territories.
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Chapter 6 - Page 16
11. A Catch All territory is a placeholder used at the top of a territory hierarchy if no other
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Chapter 6 - Page 17
Summary
Summary
Explain the key terms related to Territory Manager
Describe how Territory Manager integrates with
other modules
Describe the territory setup and usage process
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Chapter 6 - Page 18

Chapter 7
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Chapter 7 - Page 1
Lesson 7: Use Territory Manager
Lesson 7: Use Territory Manager
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Chapter 7 - Page 2
Objectives
Objectives
describe how to use the Territory Lookup Tool.
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Chapter 7 - Page 3
Using Territory Manager

Territory planning
Create territories
Optional
Types
Templates
Search and view Territories
Run reports
Use Territory lookup tool
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After territories are created, end users can use the HTML-based Territory Lookup tool to
search for sales representatives that are assigned to Sales and Telesales territories.
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Chapter 7 - Page 4
What Is the Territory Lookup Tool?
What Is the Territory Lookup Tool?
The Territory Lookup Tool is the only HTML-based

user interfaces (UIs) available in the Territory
Manager
It is a search tool to retrieve sales representatives
attached to the Sales and Telesales territories
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Sales Territories
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The Territory Lookup Tool

The HTML-based Territory Lookup window is the only search tool end users can use to
retrieve sales representatives attached to the Sales and Telesales territories based on the
Territory setup and search criteria.
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Chapter 7 - Page 5
Accessing the Territory Lookup Tool

Territory Lookup Tool can be accessed through any of
the following ways:
The stand-alone Territory Lookup Tool
The HTML-based application user interfaces
through CRM Applications, such as Sales Online
or Marketing Online
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The Territory Lookup Tool can be accessed in the following ways:
The Stand-alone Territory Manager
Responsibility: Territory Administration HTML responsibility
Navigation path: (T) Territory Lookup
The HTML-based applications
This Territory Lookup Tool is mainly designed to search for sales representatives that are
assigned to Sales and Telesales territories. It can be accessed through HTML-based
application, such as Sales Online or Marketing Online. Log in to Sales Online by using
LJONES/WELCOME, click the Home tab > Tools subtab > Territory Lookup hyperlink to
access the tool.
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Chapter 7 - Page 6
Using the Territory Lookup Tool

You can perform a search in the Territory Lookup
window through any of the following two ways:
Search by organization only
Search by the entire fields in the lookup window
94065
Organization Only
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You can perform a search in the Territory Lookup window either through the Organization
field only and then click the Go button, or through the entire search fields and click the Search
button. Either way leads you to the same search results depending on the search information
you have while performing a search.
For example, Paul Henry, a Telesales agent for Vision Corporation, is responsible for Business
World account. He has a customer who wants to know who the salespeople are in Business
World New York office. Paul can use the Territory Lookup tool to search for sales
representatives assigned to Sales and Telesales territories using either one of the following two
ways:
He can enter Business World in the Organization field and click the Go button if he does
not know the rest of the information except the organization name. This brings him to
search for all the locations of Business World first. Then he selects the Business World
New York office from the search results to find out sales representatives for the
customer.
If he also know the zip code information besides the organization name, then he can enter
Business World in the Organization field, United States for the country, and 10010 in the
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Chapter 7 - Page 7
Zip Code field for New York office. After clicking the Search button, he can directly
search for the sales representatives.
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Chapter 7 - Page 8
Territory Lookup Search Results
Territory Lookup Search Results
After a search, the Territory Lookup Search

Results window populates with qualifying sales
representatives that match your search criteria
You can perform a search again by clicking the
Modify Search button
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Territory Lookup Tool Search Results

After a search, the Territory Lookup Search Results window populates with qualifying sales
representatives. From here, you can find their names, job titles, phone numbers, e-mails,
managers names, and managers phone numbers information.
You can modify your search by clicking the Modify Search button to go back to the Territory
Lookup window.
Note: The number of fields you can enter as the search criteria in the Territory Lookup
window is dynamically generated based on the enabled account qualifiers in the Territory
Manager.
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Chapter 7 - Page 9
Practice Overview: Using the Territory Lookup Tool
Practice Overview:
This practice covers searching for sales
representatives by using the Territory Lookup tool.
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Chapter 7 - Page 10
Practice: Using the Territory Lookup Tool
Practice:
As a sales agent for Vision Corporation, you want to
identify all resources that are assigned to the
Business World account located in California. This
way, you can work with them as a team to create leads
or opportunities for a new product promotion. To do
so, you need to use the Territory Lookup tool through
Sales Online.
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Navigation
Log on to Sales Online by using LJONES/WELCOME > (T) Home > Tools subtab > (H)
Territory Lookup.
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Chapter 7 - Page 11
Practice Solution: Using the Territory Lookup Tool
Practice Solution:
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Solution
Use the Territory Lookup Tool
1. Log on to Sales Online by using LJONES/WELCOME, select Home tab > Tools subtab
> Territory Lookup hyperlink.
2. Enter the following search criteria in the Territory Lookup window:
- Organization: Business World
3. Click the Go button.
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Chapter 7 - Page 12
Practice Solution:
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Use the Territory Lookup Tool (continued)
4. Select the Business World 8475 Elk Grove Road, New York, NY 10000 hyperlink to
view the search results.
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Chapter 7 - Page 13
Practice Solution:
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Chapter 7 - Page 14
Summary
Summary
In this lesson, you should have learned how describe
the use of the Territory Lookup Tool.
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Chapter 7 - Page 15
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Chapter 7 - Page 16
Implement Territory Manager

Chapter 8
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Chapter 8 - Page 1
Lesson 8: Implement Territory Manager
Lesson 8: Implement Territory Manager
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Chapter 8 - Page 2
Objectives
Objectives
describe how to do the following:
Search territory information
Create individual territories
Create territories using types and templates
Create escalation territories
Mass change territory resources
Copy an entire territory hierarchy
Run territory reports
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Chapter 8 - Page 3
Territory Rules
Territory Rules
A territory can be thought of as a large filtering engine
based on the criteria (qualifiers) you use when
defining your territory.
Even if you use two types of qualifiers when defining
territories, only one of them (Transaction Qualifier) is
used to determine which territory is the winning
territory.
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Territory Rules
A territory can be thought of as a large filtering engine based on the criteria (qualifiers) when
defining your territory.
When there is a need to use territories to help select qualified resources for a document, such as
a service request, which criteria is to choose the right territory from the many territories that
you have defined for your business?
First, you need to define certain criteria in helping territory selection process. You can identify
the Transaction Qualifier which is the criteria used in the Territory Manager to determine
which territory is the winning territory among competitive territories.
Second, you must specify qualified resources while defining your territories. Therefore, once a
winning territory is identified based on the transaction qualifiers, the resources specified in the
winning territory can then be assigned to a document.
As to specifying your desired resources while defining territories, you can use the other search
criteria called Resource Qualifier to specifically assist you in selecting resources. However, if
you know exact resources you want to use in defining territories, you do not have to define the
resource qualifier.
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Chapter 8 - Page 4
Keep in mind that the transaction qualifier is the territory rule that helps you determine the
winning territory; the resource qualifier is just a resource filtering tool to assist you selecting
the right resources, but you must specify resources while defining territories regardless whether
the resource qualifier is used or not.
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Chapter 8 - Page 5
Qualifiers
Qualifiers
Qualifiers are the criteria used to define a territory.

A qualifier consists of three components:
Name
Operator
Value
For example, your market targets customer Vision.

Using a qualifier expression, it is stated in the
following way:
Customer Name = Vision
Name
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Value
Operator
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Qualifier Components
Three components define a qualifier:
Name: The name of the qualifier. It can be a postal code, an item, a task priority, a
request status, or a job title.
Operator: Use an operator to connect a qualifier name, and its values to make a qualifier
meaningful. The operators list of values (LOV) depends on the data type of the qualifier.
Possible values for the Operator field can be as follows:
- = (equal to): This is the default value.
- < > (not equal to)
- > (greater than)
- < (less than)
- > = (greater than or equal to)
- < = (less than or equal to)
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Chapter 8 - Page 6
Value: A selection from the LOV in this field is based on the selected qualifier. For
example, the LOV for the request status qualifier can be Open, Closed, and so on. If area
code is the qualifier, then manually enter this field such as 408, 212, and so on.
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Chapter 8 - Page 7
Qualifier Types: Transaction
Qualifier Types: Transaction

Two types of qualifiers are used by Territory Manager:
1. Transaction qualifiers are criteria used to
determine the winning territory. This is the first
major decision point when the Assignment
Manager assigns resources to a document or task.
CRM document
Competitive territories
Winning territory
Vision Central
Vision East
Vision West
Customer name
Customer name = Vision East
(Transaction qualifier and its value)
Vision East
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Transaction Qualifiers
Transaction qualifiers are criteria used to determine the winning territory. This is the first
major decision point when the Assignment Manager tries to assign resources to a task.
Transaction qualifiers serve as the if clause. If this object qualifies for this territory, then the
resource assigned in the qualified territory will be assigned to a transaction (a service request
or task). For example, use area code, postal code, company name, or opportunity channel as the
criteria for a transaction to determine the winning territories first (the territories win among
competitive territories). Then the resources assigned to the winning territories can be assigned
to the transaction.
Use the example below to understand how a transaction qualifier and its value is used in a
transaction:
A transaction qualifier name is called Customer Name with operator = and value
Vision East. You use Customer Name = Vision East as the transaction qualifier (and
its value) to define the Vision East territory. If a service request is created for a customer
called Vision East, then the Vision East territory will be selected as the winning territory
among other competitive territories, such as Vision Central, and Vision West, due to the
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Chapter 8 - Page 8
matched qualifier name and its value. The resources assigned in the Vision East territory
can then be assigned to the service request for the Vision East customer.
Different territory users, such as Oracle Sales or Service, use different sets of transaction
qualifiers. These transaction qualifiers are grouped by transaction type. For example, a Sales or
a TeleSales territory has three predefined transaction types: Account, Lead, and Opportunity.
Examples of transaction qualifiers within the Account transaction type are Company Name,
Area Code and Postal Code. Opportunity channel is one of the transaction qualifiers for the
Opportunity transaction type.
Note: The only transaction qualifier that can be customized is Customer Name Range Group
used in Oracle Sales and Telesales. You must enable the seeded transaction qualifiers before
you can use them.
More Seeded Transaction Qualifiers for Trade Management and Service Request
Routing
More seeded qualifiers (offer and claim related qualifiers) can now be used to define a territory
for Trade Management. In addition, there are more qualifiers to support Service Request
routing. With this feature a service request submitted via iSupport or Teleservice can use
specific transaction qualifiers to assign the service request to a defined group or individual
resource.
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Chapter 8 - Page 9
Qualifier Types: Resource
Qualifier Types: Resource

2. Resource qualifiers are criteria that are used
specifically in selecting a resource while defining
territories and are not used for the assignment
process.
Qualifiers
Available
resources
Qualified
resources
Job title
(Qualifiers name)
Assigned
resources to
a territory
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= Supervisor
(Qualifiers operator
and value)
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Resource Qualifiers
Resource qualifiers are criteria that are used specifically for resource selections while defining
territories. Resource qualifiers are not used during the assignment process; the assignment
process is determined by the transaction qualifiers.
For example, you build your territory with the transaction qualifier and its value Country =
France. Now you want to add only French speaking resources to your territory. Therefore, use
the resource qualifier Language and its value French as the resource filter to help you find
the appropriate resources for your territory.
Another example of a resource qualifier with its operator and value can be Job Title =
Supervisor. Use this if you want to assign a resource with a supervisor position to the open
tickets for your customers.
Note: When defining resource qualifiers, use the = or < >(not equal to) symbols in the
Operator field instead of the > (greater than) or < (less than) symbols. This is because the
system cannot identify whether a buyer is higher in rank than a driver in the statement Job
Title > Driver.
Resources in a Territory
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Chapter 8 - Page 10
Resource qualifiers serve as a resource filter to assist you in searching for appropriate
resources that match your criteria (such as Language = French). However, if you know exactly
which resources you want to use while defining a territory, then there is no need to specify the
resource qualifiers.
No matter how you select resources while defining your territory, you must identify resource
names in the Resource tabbed page of the Territory Details window.
If you use resource qualifiers to help you select resources, you must make selections from the
qualified resources suggested by the resource qualifier before assigning them to a territory.
This is addressed later. (Click the Auto Assign Resources button to open the Qualifying
Resources window in the Resources tabbed page.)
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Chapter 8 - Page 11
Qualifier Functionality
Qualifier Functionality
The following diagram shows transaction and
resource qualifiers that are used in the same sales
territory:
Postal code between 90010 and 94087
(Transaction qualifier and its value)
Task
Resource category = Employee
(Resource qualifier and its value)
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Use Transaction and Resource Qualifiers

Correctly identified transaction qualifiers help your territory win among others. If your
territory is the winner, then resources identified in this territory can be assigned to tasks,
service requests, or leads.
For example, you set up a territory with the following two qualifiers identified: Postal Code
and Employee. The postal code transaction qualifier helps this territory win among other
territories. Assigned resources identified during the territory creation are selected based on the
suggestion of the resource qualifier (employee resource.) The selected employee resource in
the winning territory can then be assigned to fulfill a task.
Seeded Qualifiers
Territory Manager provides a large number of seeded qualifiers for Defect Management, Sales
and Telesales, Service, Service Contracts, and Trade Management. In general, qualifiers are
used by the Assignment Manager or Scheduler to assign qualified resources for transactions.
Note: There are new transaction qualifiers in this release to support Service request routing and
Trade Management.
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Chapter 8 - Page 12
Qualifiers and Territories

A territory consists of qualifiers and their values.
Territories
Transaction qualifier Customer name = Vision
Resource qualifier
Job title = Supervisor
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After you understand the concepts of transaction qualifiers and resource qualifiers, it is easier
to understand how a territory works. Basically, transaction qualifiers are used to help a territory
win among competitions. Resource qualifiers are used to filter qualified resources assigned to
this territory. If this territory happens to win, then the resources identified in this territory can
be assigned to a task or lead.
For example, Andre Beaulie, who represents the Business World Company, calls regarding six
of ten computers purchased from Vision Corporation that are not working correctly. Roberta
Brooks, a territory administrator at Vision, receives a request from a field service dispatcher
that there is a need to create a territory particularly for Business World so that resources can be
assigned to a service request. Therefore, Roberta creates a territory with the transaction
qualifier, operator, and its value Customer Name = Business World and resource qualifier,
operator, and its value Job Title = Supervisor to assign a resource with a level of supervisor,
targeted specifically for the Business World customer.
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Chapter 8 - Page 13
Navigating Territory Manager

You can access Territory Manager in the following
ways:
From the navigator tree window
From the Administration pull-down menu
(N) Territory Manager > Territory Administration
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You can access Territory Manager in the following ways:
1. From the Navigator Tree window:
Use the View By drop-down list to select different territory options in the navigator. Note that
the territory tree structure (territory hierarchy) reflects the change of your selection. You use
the navigator to:
View the structure of your territories in a tree format and create new territories
View and modify your territory types and the territories created using them
View and modify the escalation territories that you have created
View and modify your territory templates and the territories created using them
Search for the territory that you wish to view or modify from the tree structure
Note: You can view and modify any item in the tree by double-clicking it. If this is the first
territory you are creating, then select the node of an application. For example, Oracle Service
or Oracle Sales and Telesales applications.
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Chapter 8 - Page 14
Note: A node is a labeled point in a territory tree diagram at which subordinate lines branch
off. For instance, a catch-all territory is the first node in the territory tree structure that consists
of different nodes of applications, such as Oracle Service, or Oracle Sales, and Telesales.
2. From the Administration pull-down menu:
You can enable qualifiers, define customer name range group qualifiers, templates and territory
types, as well as create individual or escalation territories, mass change territory resources, and
perform search functions.
Note: A catch-all territory is a territory used as the default territory, if no other has been
defined.
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Chapter 8 - Page 15
Territory Implementation Process
Territory Implementation Process

Implementation
Territory planning
Create territories
Optional
Types
Templates
Search and view territories
Run reports
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Implementing Territory Manager

Before creating territories in Territory Manager, your implementation team should perform the
following tasks:
Planning your territories
Enabling existing qualifiers
Note: Defining customer name range group qualifiers is an optional step and is used in Oracle
Sales and Telesales.
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Chapter 8 - Page 16
Territory Planning
Territory Planning
Before using Territory Manager, your territory
planning team must analyze the territory setup in
your organization and organize territories to
meet your business needs.
Vision
Status
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Territory Planning
The planning phase is the most important step in setting up a territory.
Before using Territory Manager, a territory planning team should be established to analyze the
territory setup in your organization. This territory planning process needs enterprisewide
cooperation and feedback. Multiple territory revisions in the first months of operation should
be expected as your enterprise discovers omitted information or territories that do not work on
a day-to-day basis.
Here are the general steps to follow in the planning process:
Review your existing territories. You need the following types of information:
- How your territories are currently assigned (by state, industry, zip code, account,
and so on)
- The names and current territory assignments for your sales or service personnel
- Your products and how they are differentiated
Decide which qualifiers you want to assign to territories and create territory types if
needed.
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Chapter 8 - Page 17
Decide on the hierarchy of territories. You must consider how your territories are
structured or organized (if they involve multiple organizations). For instance, are they
going to want to set up territories differently in each organization? How will they be
administered after the territories are set up? Are the territories going to be centralized or
decentralized? Will they all be administered at the parent organization level or
independently within each organization?
Decide whether you need escalation territories and how they fit in the hierarchy.
Identify any overlapping territories at the same hierarchy level and decide the order in
which the application picks them. Rank any overlapping territories at the same level from
1 to N to determine the order. A territory with a lower rank (for example, rank 1 is lower
than rank 2) wins over a territory with a higher rank if both of them are at the same
hierarchy level. In case of a tie, the assignment is made randomly.
- For example, if a customer can be assigned to two overlapping territories at the
same hierarchy level which are ranked 1 and 2 respectively, the territory with a rank
of 1 wins over a territory with a rank of 2.
Test your strategy before implementing territories throughout the company. Remember
that your first territory setup is not necessarily the one that works best. You can achieve
optimum territory definition only gradually after much fine-tuning to accommodate user
reactions and various interests in your organization.
Consider future territory maintenance efforts
In general, there is no limitation on territory creation. You can create as many territories as you
want for your business. However, in considering the purpose of future territory maintenance,
for example, you may need to modify territories due to sales, service, or support personnel
changes or relocations, as well as organizational changes. You should have territories that are
manageable in terms of size or the ability to control the complexity of transaction qualifiers
used in your territories. For example, you can have large numbers of territories but with
manageable transaction qualifier names and values so that you can minimize the efforts
required of territory management.
Note: Territories with the overlapping values for the same transaction qualifier are considered
overlapping territories. For example, a transaction qualifier Zip Code is used for two or more
territories, therefore, one of the values can be Between 10000 and 80000 and the other can
be Between 30000 and 70000. These two territories are overlapping territories.
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Chapter 8 - Page 18
Territory Planning: Example 1

The following example uses the SIC Code and other
geographic territory qualifiers:
Western American Territory
SIC Code = 1234 and
Postal_Code = western region postal code range ( 00000 99999)
Washington Territory
State = Washington
Branch Territory
Postal_Code = 33333-67889
California Territory
State = California
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Territory Planning Example 1

This example of general territory planning uses the Standard Industry Code (SIC), and state
and postal codes to set up the following territory hierarchy:
Western American Territory: This territory uses two transaction qualifiers and their
values SIC Code = 1234 and Postal Code Between 00000 and 99999 to define the
Western American Territory.
Two subterritories are available:
- Washington Territory: This territory specifies the transaction qualifier and its value
State = Washington to define a territory.
- Branch Territory: This territory uses the Postal Code Between 33333 and 67889
as the transaction qualifier and its value to form a territory. One subterritory defined
under this Branch Territory is called California Territory, which has the transaction
qualifier and its value State = California identified.
Note: A territory hierarchy, like a tree structure, is used to describe a parent-child relationship.
A parent territory is a territory that consists of one or more territories, such as the Western
American Territory in the above example. The Washington Territory and Branch Territory are
considered the child territories (or called subterritories) in the territory hierarchy.
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Chapter 8 - Page 19

The following example uses Customer Name Range,
Account Classification, Postal Code, and Customer
Name as qualifiers:
Major Accounts Territory
Account Classification = Business,
Government
West Coast Territory
Postal_Code = 94000 - 94999
Vision like Territory
Customer_Name_Range like Vision%
Vision Motor Company Territory
Customer_Name = Vision Motor Company
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Vision Book Company Territory

Customer_Name = Vision Book Company
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Territory Planning Example 2

This example of general territory planninge uses the Customer Name Range, Account
Classification, Postal Code, and Customer Name to set up the following territory hierarchy:
Major Accounts Territory: This territory contains different account information such as
Business and Government. This account information is identified in the Account
Classification transaction qualifier.
Under this territory, one subterritory, West Coast Territory, is defined based on the
transaction qualifier and its value Postal Code Between 94000 and 94999. Within the
same postal code range, all customers with the name Vision form a territory called
Vision Like Territory with the transaction qualifier and its value Customer Name Range
Like Vision% identified. The following subterritories are listed under the Vision Like
Territory:
- Vision Motor Company Territory: This territory uses the transaction qualifier and
its value Customer Name = Vision Motor Company to form a territory.
- Vision Book Company Territory: The transaction qualifier and its value Customer
Name = Vision Book Company is identified in this territory.
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Chapter 8 - Page 20
What Is a Customer Name Range?
What Is a Customer Name Range?
A customer name range is used to group similar

customer names.
For example, the following values can be specified
for a Customer Name Range qualifier:
Like Business World %
Between A% Business World to Z% Business
World
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Customer Name Range Qualifiers

In contrast to a Customer Name qualifier, a Customer Name Range qualifier is used to indicate
more than one customer (or customer name) by entering appropriate values.
For example, Business World Worldwide has the following branches and subsidiaries:
Business World Motor, Business World Book, Business World Service, USA Business World,
Russia Business World, and UK Business World.
You can use the Customer Name Range qualifier to group similar customer names by using the
following values:
Like Business World %: This value represents Business World Motor, Business World
Book, and Business World Service.
Between A% Business World to Z% Business World: This value represents USA
Business World, UK Business World, and Russia Business World.
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Chapter 8 - Page 21
What Is a Customer Name Range Group?
What Is a Customer Name Range Group?
A customer name range group is a grouping of

frequently used values identified for a Customer
Name Range qualifier.
For example, put the following values specified for
a Customer Name Range qualifier into a group:
Between A% Business World to Z% Business
World
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Customer Name Range Group Qualifiers

Instead of entering the Customer Name Range values every time when defining a territory, you
can use the Customer Name Range Group qualifier to group these frequently used values and
give them a group name, for example, Business World.
Continuing from the previous example, you can create a Customer Name Range Group
qualifier called Business World with a grouping of the following values that you used for the
Customer Name Range qualifier:
Between A% Business World to Z% Business World
This way, you can use Business World as the Customer Name Range Group qualifier to list
all Business World-related branches and subsidiaries in one step when you define a territory.
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Chapter 8 - Page 22
Defining Customer Name Range Groups
Defining Customer Name Range Groups

Use the Define Customer Name Range Group window
to enter:
Group name
Description
Values for the group, such as:
Between (Operator) A% Business World to Z%
Business World
Like (Operator) Business World %
(N) Territory Manager > Territory Administration > (M)
Administration > Define Customer Name Range Group
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Defining a Customer Name Range Group Qualifier and Its Values

Continuing from the previous example, a Customer Name Range Group, Business World, may
have the following values:
Like (Operator) Business World %
Between (Operator) A% Business World (Value From) to Z% Business World
(Value To)
After defining a group qualifier and its values, you can use this transaction qualifier in defining
a territory for Oracle Sales and Telesales.
If you want to define more than one customer name range group, select the next line in the
Name field to create additional group information.
Note: Be cautious when trying to delete a group. A group name cannot be deleted if it is
identified in the Group field when the Customer Name Range qualifier is used in the
Transaction Qualifiers tab.
Note: The Customer Name Range transaction qualifier can be used by Sales and Telesales,
Service, and Service Contracts. However, the Customer Name Range Group qualifier is used
for Sales and Telesales only.
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Chapter 8 - Page 23
Case Study
Case Study
Vision Inc. is a company that offers a full range of
computer systems and office equipment. Additionally,
the company offers an array of services to support its
products for customers. Vision has decided to
implement Oracle 11i E-Business Suite to support its
growth in the marketplace.
Presently, the implementation team is in the process
of implementing the Territory Manager module.
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Chapter 8 - Page 24
Practice Overview: Defining Customer Name Range Groups
Practice Overview: Defining Customer

Name Range Groups
This practice covers defining customer name range
group transaction qualifiers.
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Chapter 8 - Page 25
Practice: Defining Customer Name Range Groups
Practice: Defining Customer Name

Range Groups
Vision Enterprises wants to define customer name
range group values for frequently used customers,
such as Business World-related branches and
subsidiaries.
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Navigation
CRM Administrator responsibility (EBUSINESS/WELCOME), (N) Territory Management >
Territory Administration > (M) Administration > Define Customer Name Range Group
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Chapter 8 - Page 26
Practice Solution: Defining Customer Name Range Groups
Practice Solution: Defining Customer

Name Range Groups
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Solution
Define Customer Name Range Groups:
select Territory Management > Territory Administration. The Navigator window opens.
2. On the application menu bar, select Administration > Define Customer Name Range
Group to open the Define Customer Name Range Group window.
3. Use the following steps to define a customer name range group with values specified:
- Name: XX_Business World
- Description: XX_Business World worldwide organization
- Operator: Like
- Value From: Business World %
- Operator: Between
- Value From: A% Business World
- Value To: Z% Business World
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Chapter 8 - Page 27
4. Save your work and close this window.
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Chapter 8 - Page 28
Enabling Existing Qualifiers

Use the Setup Qualifier window to enable the
transaction qualifiers that you want to use while
defining territories.

Administration > Setup Qualifiers
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Territory Manager has predefined qualifiers for Defect Management, Sales and Telesales,
Service, Service Contracts, and Trade Management. Before using any of the transaction
qualifiers, you must enable them.
Note: Unlike the transaction qualifiers that are classified by territory usage, resource qualifiers
are shared throughout the application regardless of territory usage. Therefore, you do not need
to enable them.
How to Enable Existing Qualifiers
The only way you can enable existing qualifiers is through the Administration menu (Setup
Qualifiers). This cannot be done through the navigator. To enable existing transaction
qualifiers, select usage information from the Usage drop-down list and click the Find button to
list all the existing qualifiers for the selected usage. You can also select an appropriate qualifier
status (Enabled, Disabled, or All) before finding the the qualifier that you are looking for. After
enabling qualifiers, click the Update Qualifiers button. Resource qualifiers are not listed here.
Note: For service territories, even if Account transaction qualifiers are enabled, you cannot see
Account from the Transaction Type LOV. The Account transaction type is used as a subset of
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Chapter 8 - Page 29
Task or Service Request. This forces you to tie account qualifiers to either a Task or Service
Request.
Note: The Service Request and Task transaction type means tasks are created through a
service request. If it is a stand-alone task, use the Task transaction type instead.
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Chapter 8 - Page 30
Enabling Qualifiers Instructor Demonstration
Enabling Qualifiers Instructor

Demonstration
This demonstration shows you how to enable the
existing transaction qualifiers.
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Enabling Existing Transaction Qualifiers Demonstration

Because each qualifier can only be enabled once, the instructor should demonstrate the
following steps to enable existing qualifiers:
1. Log in with the CRM Administrator responsibility and select Territory Manager >
Territory Administration.
2. Select Setup Qualifiers from the Administration pull-down menu.
3. Select Oracle Sales and Telesales from LOV in the Usage field.
4. Select the All check box in the Status region.
5. Click the Find button to list all the transaction qualifiers for Oracle Sales and Telesales.
6. Check the Enabled check box next to the Customer Name Range Group if it is not
enabled.
7. Click the Update Qualifiers button to save this change.
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Chapter 8 - Page 31
Territory Setup and Configuration Process
Territory Setup and Configuration Process

Territory planning
Create territories
Optional
Types
Templates
Run reports
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Setting and Configuring Territory Manager

After completing the previous implementation tasks, the territory administrator must set up
(create) territories based on territory planning. The following are setup and configuration tasks:
Creating individual territories
Creating territories with types (optional)
Creating territories with templates (optional)
Creating escalation territories (optional)
Run the Generate Territory Package concurrent program
Note: An escalation territory must be created if you want to use the Escalation Manager or
Business Rule Monitor to help manage future escalations.
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Chapter 8 - Page 32
Different Ways to Create Territories

There are three different methods to create a territory:
Create a large number of territories
simultaneously using a territory template
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You can create a territory in one of three ways:
Create an Individual Territory: You can create a stand-alone territory by entering territory
qualifiers and their values directly. This method does not leverage your work because you must
add qualifiers and their values for each territory that you create.
Create a Territory Using a Territory Type: Use this method to create multiple territories
with similar characteristics. This saves you time because you do not have to add qualifiers to
each individual territory, but you still must enter values for the transaction qualifiers and define
resources in each individual territory separately.
Create a Territory Using a Territory Template: Use this method for creating large numbers
of territories at the same time. If you use a territory type and also add resource qualifiers in
your template, then system creates the territories automatically with resource qualifiers
identified.
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Chapter 8 - Page 33
Using the Territory Details Window to Create a Territory
Using the Territory Details Window to

Create a Territory
Use the following tabs in the Territory Details window
to create a territory:
Overview
Resource Qualifiers (Optional)
Resources
Sub Territories
Administration > Define Territory
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Creating an Individual Territory

Log in with the CRM Administrator responsibility, and select Territory Manager > Territory
Administration. Select Define Territory from the Administration pull-down menu to open the
Territory Details window.
Note: You can also select the territory that serves as a parent to the new territory and rightclick to select New from the pop-up menu.
Use the following tabs in the Territory Details window to create a territory:
1. Overview: Used to enter basic territory information including name, description, and
effective dates, as well as crucial information such as rank, number of winners, and
transaction types
2. Transaction Qualifiers: Used to identify transaction qualifier information that helps a
territory win among competition
3. Resource Qualifiers (optional): Used to help identify resource information. This tab is
not required if you know the exact resource name you want to use in a territory
4. Resources: Used to specify exact resource information. This information must be
identified when defining territories
5. Sub Territories: Used only to create subterritories
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Chapter 8 - Page 34
Overview Tab: General Territory Information
Overview Tab: General

Territory Information
Use the Overview tab to enter:
General territory information (organization, usage,
name, start and end dates, as well as parent
territory)
Transaction Type
Territory winning rules (Number of Winners, and
Rank)
Additional territory information if necessary
(escalation territory, template, and type)
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Overview Tab
Use the Overview tab to enter the following general territory information.
For example, due to recent business expansion to Europe, Roberta Brooks, a territory
administrator, receives a request from the Sales Department regarding a need to create a new
sales territory. Roberta opens up the Territory Details window and selects Oracle Sales and
Telesales in the Usage field. She enters name and description information for this new sales
territory. The start date defaults to todays date. If this territory is only for a specific time
frame, she can enter the end date. Because there is no escalation territory created for this new
territory, she leaves the Escalation field blank. In addition, she identifies appropriate
transaction types based on the territory usage of sales. She wants this territory to have the
highest priority to win among a selection, so she puts 1 in the Rank field. She enters 1 in
the Number of Winners field to allow just one winning territory.
Note: When a multiple organization is considered while creating territories, use the
Organization field to identify the appropriate level for your territory creation. You can create
territories at the top organization level (Vision Corporations) or at a specific operating unit
level. For example, Marketing Online uses the MO:Operating Unit profile option to set up the
responsibility that the administrator has logged in with.
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Chapter 8 - Page 35
Territory Manager uses the Number of Winners field to determine the number of winning
territories, and uses the Rank field to specify the priority of a territory selection. Detailed
information about Rank and Number of Winners is discussed later.
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Chapter 8 - Page 36
Overview Tab: Usage, Transaction Types, and Transaction

Qualifiers
Overview Tab: Usage, Transaction Types,

and Transaction Qualifiers
Territory usage is tied to the application, such as Sales
and Telesales, or Service.
Each application uses its specific sets of transaction
qualifiers (such as task priority, task status, and task
type) for their unique business needs, and these
special sets of transaction qualifiers are grouped by
transaction type (such as Task transaction type).
Usage (application)- Service application
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Transaction type (Task)
- Task priority
Transaction - Task status
qualifier
- Task type
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Usage, Transaction Types, and Transaction Qualifiers

Territory usage is tied to the application, such as Sales and Telesales, Service, or Trade
Management. Each application uses specific sets of transaction qualifiers for its unique
business needs and these transaction qualifiers are grouped by transaction type.
For example, a territory created for Sales and Telesales usage has three seeded transaction
types: Account, Lead, and Opportunity. A territory created for Service usage has only Task,
Service Request, and Task and Service Request displayed in the LOV of the Transaction Type
field.
Note: Opportunity and Lead are considered a superset of the Account qualifiers. Therefore, the
account-related transaction qualifiers, such as Postal Code and State, are available even if the
account transaction type is not selected by Oracle Sales and Telesales.
If Task transaction type is selected in a service territory (Service usage), then you can only see
the Task-related transaction qualifiers, such as task type, status, and priority in the Transaction
Qualifiers name list of values.
Therefore, territory usage limits the selection of transaction types, and the selection of
transaction qualifiers is based on the transaction type.
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Chapter 8 - Page 37
Note: If you want to create territories using a territory type, then you must select the territory
type first. If the transaction type is selected before you select the territory type, then you cannot
select the territory type because the transaction types override the territory type. The Type field
is disabled. How to create territories using a territory type is introduced later.
Note: If you create territories using a territory template, then select the desired template in the
Template field. Otherwise, you can leave this field blank. How to create multiple territories
using a template is introduced later.
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Chapter 8 - Page 38
Territory Winning Rules: Number of Winners
Territory Winning Rules:

Number of Winners
Territory Manager supports a user-defined value (the
Number of Winners field) to control the number of
winning territories.
This value can be set only at the top level in the
territory hierarchy.
Number of winning territories =
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Territory Winning Rules

Territory Manager supports the Number of Winners field (set only at the top level of territory
hierarchy, such as the top-level territory directly under Oracle Service) to determine the
number of winning territories. This field is protected if it is not the top-level territory and an
error message appears if you attempt to enter a value when it is not appropriate.
Two possible outcomes based on values entered in the Number of Winners field are:
One winner: If you enter one in the Number of Winners field in the Overview tab, then
Territory Manager assigns the transaction to a single territory in the territory hierarchy. If
more than one territory qualifies, the territory rank is used to specify the priority of a
territory. If no rank is given, the winning territory is randomly selected. The lowest rank
of competing territories wins.
Multiple winners: If you enter a number greater than one in the Number of Winners
field, then Territory Manager assigns a transaction to multiple qualifying territories. In
addition to rank, use the Number of Winners value to limit the number of winning
territories. For example, if the Number of Winners is set to two and if three territories
qualify for the criteria, then ranking determines the final two winners among the three
territories.
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Chapter 8 - Page 39
Use the Number of Winners Field
Use the Number of Winners Field

The value in the Number of Winners field can vary
depending on the application or usage specified:
Oracle Service tends to use one winner
Oracle Sales and TeleSales tend to use multiple
winners
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The Number of Winners

Territory winning rules are used in several different ways in the Oracle E-Business Suite. For
example, Oracle Service tends to enter one in the Number of Winners field. This helps to select
the most qualified resources for the service requests.
Multiple winners are commonly used in Oracle Sales and TeleSales to meet business needs, but
a single winner is also used in Sales. If the Number of Winners field is left blank in Sales, the
winning territory is considered to be one.
Note: If the Number of Winners field is left blank, it defaults to one.
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Chapter 8 - Page 40
Territory Winning Rules: Rank
Territory Manager uses rank to specify the priority

of a territory among multiple winners when
determining a winning territory. The choice is
random only if no rank has been defined.
Who will win if the Number of Winners is set to
one?
Catch-All
Territory A
Condition A
Condition B
Territory 1
Rank 2
Rank 3
Territory 2
Rank 3
Rank 2
Territory 3
Rank 2
Rank 4
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Rank is used to specify the priority of a territory among multiple winners. The choice is
random only if no rank has been defined. The lowest rank of competing territories wins at the
same level in the hierarchy. For example, from rank 1 to 10 for the same hierarchy level, rank 1
has the highest priority.
The following example shows how zip codes are used to set up three overlapping territories:
Territory 1: zip code Between 90001 and 90051
Note: A transaction requires zip code = 90050
The above three territories are all qualified for this transaction. If the Number of Winners is set
to one, then the single winning territory in the following two situations is:
Condition A: Winner can be either Territory 1 or Territory 3.
- Reason: Any territory with rank 2 can be the winner. The Assignment Manager
selects Territory 1 or Territory 3 randomly.
Condition B: The winner is Territory 2.
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Chapter 8 - Page 41
Reason: The territory with rank 2 wins over the territories with rank 3 and 4.
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Chapter 8 - Page 42
Other Territory Information
Other Territory Information
Be extremely cautious when attempting to use the

Freeze check box. When it is selected, the territory
cannot be updated any more.
When you delete a territory, it also deletes any
subterritories that exist below it in the hierarchy.
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The Freeze Checkbox

When the Freeze check box is selected, the territory cannot be updated any more. You cannot
clear this check box after it is selected. If selected, the territory can only be deleted.
Warning: Be extremely cautious when attempting to use the Freeze check box. It is
suggested that you leave this check box clear unless it is absolutely necessary.
To delete a territory, open the territory you want to delete, then click the Delete icon
(with the red cross on it) on the toolbar.
Warning: When you delete a territory, it also deletes any subterritories that exist below it
in the hierarchy. Be absolutely sure that you want to delete every subterritory before
deleting a parent territory.
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Chapter 8 - Page 43
Practice: Creating a Territory

Visions Service Department has identified six regions
which comprise their entire service organization. They
are NE, SE, MW, SW, NW and Central. Vision, Inc.
would greatly benefit by using postal codes to
dispatch their technicians.
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Chapter 8 - Page 44
Practice Overview: Creating a Territory
Practice Overview: Creating a Territory

When creating a territory the following tabs must be
completed:
Overview
Resources
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Navigation
Overview Tab
Territory Administration > (M) Administration > Define Territory
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Chapter 8 - Page 45
Practice Solution: Creating a Territory
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Solution
Create a Territory in the Overview Tab:
2. In the navigator, select the territory that serves as a parent to the new territory. If this is
the first territory you are creating, select Catch All.
3. Select Oracle Service from the Catch All folder and right-click the mouse to select New.
The Territory Details window opens.
4. Enter the following information in the Overview tab:
- Usage: Oracle Service
- Name: XX_Vision Service Territory
- Description: Vision service territory
- Rank: 1
- Transaction Types: Service Request, Service Request and Task, and Task
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Chapter 8 - Page 46
- Number of Winners: 2
5. Save your work and leave the Territory Details window open.
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Chapter 8 - Page 47
Transaction Qualifiers Tab

Use the Transaction Qualifiers tab to specify
transaction qualifier information. This includes
qualifiers names and their values when defining a
territory.
Customer Name
Qualifiers Name
Business World
Qualifiers Value
Operator
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Use the Transaction Qualifiers tab to enter transaction qualifier names and their values based
on the transaction types selected in the Overview tab. Make sure to enable the transaction
qualifiers you want to use if you cannot find them in this tab.
Note: You must enter transaction qualifiers in a territory to make territory creation meaningful.
Continuing from the previous example, Roberta selects appropriate qualifier names
(opportunity status and customer name) based on the selection of the transaction types
(opportunity). She then must enter operator and value information for the selected qualifier
names, for example, Customer Name = Business World. If this territory is created using a
territory type, then the qualifier names (not operators and values) should be displayed
automatically in the Name field. If this territory is part of a hierarchy of territories, she can
click the Show Inherited Qualifiers button to see which qualifiers this territory has inherited
from its parent territories.
If the Customer Name Range qualifier is selected, enter the appropriate operators and values.
However, you do not need to enter the Group field because it is no longer used.
Allowing Overlap
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Chapter 8 - Page 48
When the Allow Overlap check box is selected (default), you can assign overlapping qualifier
values. For example, John Smith is responsible for two customers with overlapping postal
codes. When you create a territory for John Smith, you can use Postal Code as the transaction
qualifier with the overlapping values 94400 to 94410 and 94408 to 94420. This way, you can
enter both ranges as values for the qualifier. With overlap not allowed, you cannot use any of
the values within both ranges for a territory at the same level as the territory created for John
Smith. Territory Manager prevents you from entering the second range of values for the
qualifier. However, you can use the values as the qualifier for the next level down or up.
Hint: Enter at least three letters to bring up the LOV in the Value From and Value To fields.
For example, enter Bus, to launch the LOV for Business. You can also use wildcard %
in combination with letters for the LOV, such as Bu% for Business.
Note: The Next Value Set, Mode, and Mass Create Territories buttons are used only in
territory templates. How to create territories using a template is discussed later.
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Chapter 8 - Page 49

When creating a territory the following tabs need to be
completed:
Overview
Resources
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Navigation
Territory Administration > (M) Administration > Define Territory > (T) Transaction Qualifiers
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Chapter 8 - Page 50
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Solution
Assign Transaction Qualifiers to the Territory:
1. Continuing from the previous step, click the Transaction Qualifiers tab.
- Qualifier Name: Postal Code
- Allow Overlap: Select to allow overlap
3. Enter the following postal code information in the Operator, Value From, and Value To
fields:
- Between 02101 and 02217 (for NE, Boston)
- Between 33601 and 33697 (for SE, Tampa)
- Between 98101 and 98199 (for NW, Seattle)
- Between 75201 and 75398 (for SW, Dallas)
- Between 60601 and 60827 (for MW, Chicago)
- Between 67201 and 67278 (for Central, Wichita, KS)
4. Save your work and leave this window open.
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Chapter 8 - Page 51
Resource Qualifiers Tab

Optionally you can use the Resource Qualifiers tab to
enter search criteria for resources if you do not know
exactly which resources you want to use in a territory.
Available
resources
Qualified
resources
Qualifiers
Job title = Supervisor
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Optionally use this tab to filter qualifying resources for a territory to determine exactly which
resources you want to use in a territory.
Unlike transaction qualifiers, the availability of the resource qualifiers is not limited by the
usage and transaction types that you chose for a territory.
Enter the resource qualifiers you are going to use here if you need assistance to identify
qualifying resources to a territory. For example, use Job Title = Manager to help you identify
resources with manager titles if you dont know exactly which resources you are going to use
for a territory. After the resource qualifiers are identified here, you can click the Auto Assign
Resources button in the Resources tabbed page to retrieve qualified resource names based on
the resource qualifiers.
Use the following buttons only when you create territories using a template:
Next Value Set: This button is used only in territory templates and if the qualifier is
dynamic. Detailed information about the dynamic mode is discussed in the section on
creating territories with a template.
Mass Create Territories: Specify the template name in the Overview tab and use this
button to create a large number of territories.
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Chapter 8 - Page 52

completed:
Overview
Resource Qualifiers (optional)
Resources
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Territory Administration > (M) Administration > Define Territory > (T) Resource Qualifiers
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Chapter 8 - Page 53
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Solution
Assign Resource Qualifiers to the Territory:
1. Continuing from the previous step, click the Resource Qualifiers tab.
- Qualifier Name: Resource Type
- Operator: =
- Value From: Employee Resource
3. Save your work and leave this window open.
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Chapter 8 - Page 54
Resources Tab
Resources Tab
You must use the Resources tab to specify resource
information that you want to use in a territory.
There are two ways to identify resources:
Manually assign resources: Use this method if you
know exactly which resources you want to use in
a territory.
Auto-Assign resources: Use this method only if
the Resource Qualifiers tab is used.
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Resources Tab
Use the Resource tab to specify resource information in a territory. It is important to use this
tab because only territories that have resources attached to them can be winning territories.
Therefore, after a resource is added to a territory for the first time, you must run the Generate
Territory Package concurrent program.
Resources assigned to territories in this tab can be any CRM resource defined in Resource
Manager. They can be employees, salespeople, groups, teams, parties, partners, and supplier
contacts.
There are two ways to identify resources while defining a territory:
Manually Assign Resources
If you know exactly which resources you are going to assign to a territory, then you do not
need to use the Resource Qualifiers tab to limit the resources. Instead, use the Resources tab to
enter the resource in the Name field. The resource type populates automatically.
Auto-Assign Resources
In some cases, you may not know which resources you want to assign to a territory, and you
may have a large pool of potential names. In that case, use the Auto-Assign Resources feature
to determine your resources.
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Chapter 8 - Page 55
Note: It is suggested that you enter resource qualifiers and their values in the Resource
Qualifiers tabbed page before using this button.
After clicking the Auto Assign Resources button in the Resources tabbed page, the Qualifying
Resources window displays a list of people who match the Resource Qualifier values that you
have entered. Select the Assign check box next to the resource name that you want to assign to
this territory. Click OK to return to the Resources tabbed page. You can then modify the fields
on the horizontal scroll bar if necessary.
If you cannot find any people in the Qualifying Resources window, then you must go back to
the Resource Qualifiers tabbed page and either enter a different set of resource qualifier values
or select resources manually.
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Chapter 8 - Page 56
Resources Tab: Horizontal Scroll Bar and Access Type
Resources Tab: Horizontal Scroll Bar and

Access Type
Use the following fields to identify additional resource
information while assigning resources to a territory:
Group
Role
Full Access
Primary Contact
Start and End Dates
Access Type
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Additional Resources Information

Enter the following information if appropriate. Use the horizontal scroll bar to access the
fields.
Group: Specify a group name to identify which group this resource belongs to.
Role: Specify role information for this resource.
Full Access: This field is used only in Sales and TeleSales. If this check box is selected,
the resource has full access to the transaction type you specified in the Access Type field.
For example, if the access type is Lead, the resource can be assigned only to Lead and
Account. She or he cannot be assigned to an Opportunity.
Primary Contact: Select this check box to indicate the primary contact, if you have more
than one resource identified.
Start Date and End Date: Specify the resources available dates.
Access Type: Specify the transaction type for each individual resource assigned to a territory.
For example, if the selected access type for John Walsh is Service Request, then John can be
assigned only to a job related to a service request, and he cannot be assigned to a task or to a
task through a service request. If this field is blank, then the resource assigned to a territory can
access every transaction type listed in the Overview tab.
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Chapter 8 - Page 57

completed:
Overview
Resources
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Resources Tab
Territory Administration > (M) Administration > Define Territory > (T) Resources
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Chapter 8 - Page 58
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Solution
Assign Resources to the Territory:
1. Continuing from the previous step, click the Resources tab.
2. Click the Auto Assign Resources button to launch the Qualifying Resources window.
3. Select the Assign check box next to the resources that you want to assign to your
territory. You can use the down-arrow key to view more resources in the Qualifying
Resources window.
4. Click the OK button to return to the Resources tab. The selected resources populate
automatically in the Name field.
5. From the horizontal scroll bar, select the Primary Contact check box next to the name of
the person that you want to become the primary contact for this territory.
6. Leave the Access Type field blank.
7. Save your work.
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Chapter 8 - Page 59
Territory Hierarchies
A hierarchy stores parent-child relationships among
territories.
Catch-All
US territory
West Coast
Parent territory
Washington
Child
territories
Oregon
California
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The purpose of having territory hierarchies is to make territory assignments and searching
more efficient.
Parent-Child Territory
Any territory that has one or more subterritories is considered a parent territory. For example, a
west coast territory consists of three subterritories: Washington, Oregon, and California. The
west coast territory and its three subterritories are in a parent-child relationship.
Features of Child Territory (Subterritory)
To help maintain integrity in the hierarchy, each child territory logically inherits the qualifiers
and values of the parent territory. Additional qualifiers and values can be added as needed.
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Chapter 8 - Page 60
Sub Territories Tab
Sub Territories Tab

Optionally you can use this tab to create subterritories
or child territories if necessary.
Parent territory: Bay Area Territory

Subterritory: Bay Area - South Territory
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Sub Territories Tab

Optionally use this tab when your territory hierarchy includes territories below the current
territory. Click the New Sub-Territory button and repeat the territory creation procedure for
new subterritories. You can use this tab to create subterritories, also called child territories.
You can enter start and end dates, as well as ranking information for a new subterritory, or
click the New Sub-Territory button to repeat the territory creation procedure for the new
subterritory.
Note: The parent territory field populates automatically after clicking the New Sub-Territory
button. For example, when you create a subterritory by clicking this button from the Bay Area
territory, then Bay Area becomes the parent territory of this new subterritory, Bay Area
South territory.
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Chapter 8 - Page 61

Create a large number of territories at the same
time using a territory template
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Create a Territory Using a Territory Type

Use this method to create multiple territories with similar characteristics. This saves you time
because you do not have to add transaction qualifiers to each individual territory. You still
must enter values for the transaction qualifiers and define resources in each individual territory
separately, however.
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Chapter 8 - Page 62
Territory Types
Territory Types
A territory type is a territory creation tool that is

used to group transaction qualifiers without
specific values.
Use a territory type to create multiple territories
with similar characteristics. This saves time
because there is no need to add the name of
qualifier to each territory.
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Territory Types
A territory type is used to identify sets of transaction qualifiers names to be applied to a
territory without specifying the qualifiers values.
You can simplify and systematize the territory creation process and save time when you are
creating similar territories by using a type. This is because you can create multiple territories
without adding the names of qualifiers to each territory. You still need to enter values for the
transaction qualifiers and define resources in each individual territory separately, however.
For example, the Sales Department of the Business World Company wants to redefine its sales
territories based on geographical locations and customers due to business expansion. Roberta
Brooks, the territory administrator, therefore defines a territory type with the Customer Name
and Postal Code transaction qualifiers identified, but without specific values for Customer
Name and Postal Code.
Note: If you plan to use resource qualifiers in your master territory, then you must use territory
templates instead. How to use territory templates is addressed in a later section.
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Chapter 8 - Page 63
Using The Territory Type Window to Create a Territory Type
Using The Territory Type Window to

Create a Territory Type
Use the Territory Type window to enter:
General territory type information (usage, name,
description, as well as start and end dates)
Transaction types (based on territory usage)
Transaction qualifiers names (based on
transaction type)
Administration > Define Territory Type
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Creating Territory Types

There are two ways to access the Territory Type window: from the Administration menu,
select Define Territory Type, or from the navigator tree. Select Territory Types from the View
By drop-down list and choose the territory that serves as a parent to the new territory. Rightclick the mouse and select New.
You use a territory type to group transaction qualifiers, thereby simplifying the territory
creation process. Therefore, select usage and transaction type first, and then choose the
transaction qualifiers you want to group together in the Territory Type window. Select the
Allow Overlap check box if you want to allow overlap for a qualifier.
Copy a Similar Type: Use the Copy Type button if you believe a similar type already exists.
Search for a similar type first, then clickthe Copy Type button to enter relevant information in
the Copy Territory Type window. This creates a copy of the existing type that you can modify
later.
Creating Territories with Types: Select the territory type you want to use in the Territory
Details window and fill in the necessary information on the tabbed pages.
Note: When creating territories using a territory type, you can use only the same transaction
types and qualifier names specified in the type that you want to use. After you select the
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Chapter 8 - Page 64
territory type, the names in the Transaction Types fields and the transaction qualifiers on the
Transaction Qualifiers tab populate automatically because the territory type is a group of
transaction qualifiers, and the transaction qualifiers are based on the transaction type. You must
assign the value of each transaction qualifier to the territory you are going to create in the
Transaction Qualifiers tab.
You cannot add additional transaction types and qualifier names during territory creation. For
example, if a service territory type has an Account transaction type and a Country transaction
qualifier name specified, then you can use only the same Country qualifier name and assign
different values to this qualifier, such as Country = America or Country = Australia. You
cannot add another qualifier name, such as State, or another transaction type, such as Task,
during territory creation.
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Chapter 8 - Page 65
Practice Overview: Creating Territories Using a Type
Practice Overview: Creating Territories

Using a Type
Setting up a territory type
Creating the territories using the territory type
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Chapter 8 - Page 66
Practice Overview: Creating Territories Using a Type

Using a Type
As a territory administrator, you receive a call from the
Sales Department requesting that three territories
must be created so that all the possible sales
opportunities can be tracked for all the Business
World branches and subsidiaries.
Based on this request, you must:
1. Create a territory type called the Sales Territory
Type that includes the Opportunity Status and
Customer Name Range Group transaction
qualifiers
2. Create territories using the territory type
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Navigation
Creating a Territory Type
Territory Administration > (M) Administration > Define Territory Type
Creating Territories by Using a Type
Territory Administration > (M) Administration > Define Territory
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Chapter 8 - Page 67
Practice Solution: Creating Territories Using a Type
Practice Solution: Creating Territories

Using a Type
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Solution
Create a Territory Type:
2. Select Administration > Define Territory Type from the application menu bar. The
Territory Type window opens.
3. Enter the following information in the Territory Type window:
Organization: Vision Operations
Usage: Oracle Sales and Telesales
Name: XX- Sales Territory Type
Description: Use sales qualifiers
Start Date: Todays date
Transaction Type: Opportunity
Transaction Qualifier:
- Select Opportunity Status and select the Allow Overlap check box.
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Chapter 8 - Page 68
- Select Customer Name Range Group and select the Allow Overlap check box
4. Save your work.
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Chapter 8 - Page 69
Practice Solution: Creating Territories Using a Type

Using a Type
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Solution
Create Territories Using a Type:
2. In the navigator, select Oracle Sales and Telesales from the Catch All folder and rightclick to select New from the pop-up menu. The Territory Details window opens.
3. Enter the following information for your first territory:
Enter the following information in the Overview tab:
Organization: Vision Operations
Name: XX-West
Description: West territory
Type: XX-Sales Territory Type
- After selecting the territory type, the Transaction Types field populate
automatically.
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Chapter 8 - Page 70
Rank: 2
4. Enter the following information in the Transaction Qualifiers tab:
Name: Opportunity Status
Operator: =
Value From: Active
Note: Save your work to proceed next qualifier.
Name: Customer Name Range Group
Operator: =
Value From: XX_Business World
Note: Enter %Bus% in the Value From field to bring up the LOV.
5. Select David Lewis, and Samuel Pierson from the LOV in the Resources tab.
7. Click the Overview tab and select File > New to create another territory.
8. Enter the following information for your second territory:
Enter the following information in the Overview tab:
Name: XX-Central
Description: Central territory
Rank: 2
Operator: =
Value From: New Opportunity
Operator: =
10. Select David Lewis, and Lisa Jones from the LOV in the Resources tab.
12. Click the Overview tab and select File > New to create another territory.
Enter the following information for your third territory:
Name: XX-East
Description: East territory
Rank: 2
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Chapter 8 - Page 71

Operator: =
Value From: Won
Operator: =
15. Select David Lewis, and Paul Henry from the LOV in the Resources tab.
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Chapter 8 - Page 72

Create a large number of territories at one time
using a territory template
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Create a Territory Using a Territory Template

Use this method for creating large numbers of territories. You must first create a territory
template if one does not exist, and then use it to mass-create a large number of similar
territories.
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Chapter 8 - Page 73
Territory Templates
Territory Templates
A territory template is another territory creation

tool that has both transaction and resource
qualifiers and their values identified.
Use a territory template to create many similar
territories at the same time.
Territory Template
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Mass Territory Creation
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Territory Templates
Use a territory template to create large number of territories at the same time. Suppose you
have two large customers and you wish to create a territory for each of them for every state in
the United States. Creating individual territories requires that you repeat the same procedure
100 times, once for each of the 50 states for each company. Using a territory template, you can
create all 100 territories at the same time.
Note: Make sure to test two or three territories and ensure they all work correctly before using
templates for mass territory creation.
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Chapter 8 - Page 74
Using The Template Territory Details Window to Create a

Territory Template
Using The Template Territory Details

Window to Create a Territory Template
Use the Template Territory Details window to enter:
General template information in the Overview tab
Transaction qualifiers information in the
Transaction Qualifiers tab
Resource qualifiers information in the Resource
Qualifiers tab
Administration > Define Territory Template
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Creating Territory Templates

Using either the navigator tree or the Application menu, select Define Territory Template to
open the Template Territory Details window.
The process of creating a territory template is similar to that of creating an individual territory
except that the Resources and Sub Territories tabs are not available. Additionally, it is
important to specify the qualifier mode information for each transaction and resource qualifier
identified in a template.
Note: The functionality of qualifier mode is addressed next.
Creating Templates with Types
If a territory type is used to create a template, then the transaction types and qualifiers defined
in the type populate automatically. Remember to modify the mode of these predefined
qualifiers.
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Chapter 8 - Page 75
Territory Templates: Qualifier Mode
Territory Templates: Qualifier Mode
Territory templates use the Qualifier Mode to

arrange how the values of transaction and
resource qualifiers appear in the new territories
that are mass-created.
Two types of qualifier modes (static and dynamic)
are used in defining a template.
Static mode
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Qualifier Mode
When defining a template, you must specify the qualifier mode for both transaction and
resource qualifiers. There are two types of qualifier modes:
Static qualifier: Use the static qualifier to transfer the qualifiers values to every new
territory no matter whether it is a transaction or a resource qualifier after territory masscreation. Thus, you can treat the values of the static qualifiers as the required values for
every new territory.
For example, you want to create territories and assign someone to handle all the open
service requests in California, Washington, and Oregon. In this case, you use the static
mode for the transaction qualifier and its value Service Request = Open because it goes
to every territory after territory mass-creation.
Dynamic qualifier (Default): Dynamic qualifiers are used to control the number of
territories that are created during the mass-creation process.
In the previous case, you can use dynamic qualifiers for both the resource qualifier (Job
Title with Supervisor and Technician as the values), and the transaction qualifier
(State with California, Washington, and Oregon as the values.)
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Chapter 8 - Page 76
Territory Templates: Dynamic Qualifier Values
Territory Templates: Dynamic

Qualifier Values
Territory templates use the dynamic qualifier values
to determine the number of territories that are masscreated.
Dynamic resource
qualifier
Dynamic transaction
qualifier
Templates
Job Title = Supervisor
State = California
Job Title = Technician
State = Oregon
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State = Washington
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Dynamic Qualifier Values and Territory Mass-Creation

Using the previous example, define a template with the following qualifiers:
One static transaction qualifier Service Request = Open
One dynamic transaction qualifier State with three values:
- State = California
- State = Washington
- State = Oregon
One dynamic resource qualifier Job Title with two values:
- Job Title = Supervisor
- Job Title = Technician
Because the static qualifier (Service Request = Open) is required for every new territory, you
can leave this qualifier alone in terms of determining the number of territories you are going to
mass-create.
However, the number of territories that are mass-created is based on the number of dynamic
values in both the transaction qualifier and the resource qualifier. In other words, the three
dynamic values of State and the two dynamic values of Job Title control the results.
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Chapter 8 - Page 77
Territory Templates: Dynamic Qualifier Values and Territory

Mass-Creation
Territory Templates: Dynamic Qualifier

Values and Territory Mass-Creation
After creating territories by using a template, you
must open up each individual territory and select the
resources suggested by the resource qualifiers you
want to use in each territory.
Resource qualifier
Transaction qualifier
A territory
Job Title = Supervisor
State = California
Service Request = Open
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Dynamic Qualifier Values and Territory Mass-Creation (continued)

As you know, each value of both transaction and resource qualifiers defined in a template is
exclusively mixed together in the new territories. Therefore, after clicking the Mass Create
Territories button either on the Transaction Qualifiers or Resources Qualifiers tabbed page, you
have created the following six (2 x 3 = 6) territories:
1. A territory with a supervisor assigned who is responsible for all the open service requests
within the state of California
2. A territory with a technician assigned who is responsible for all the open service requests
within the state of California
within the state of Oregon
within the state of Oregon
within the state of Washington
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Chapter 8 - Page 78
within the state of Washington
This is how a template uses dynamic qualifiers and their values to control the number of new
territories that are mass-created.
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Chapter 8 - Page 79
Territory Templates: Value Set
Territory Templates: Value Set

Territory templates use the value set to assist dynamic
qualifier values in transferring to the new territories
that are mass-created. This is to make sure that the
outcome of the dynamic qualifier values assigned to
the new territories is accurate.
Dynamic transaction qualifier
Templates
Value set
State = California
State = Oregon
State = Washington
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Value Set
Because the process of assigning dynamic values is complex, territory templates require that
you enter sequential numbers in the Value Set field, starting from 1, each time that you enter
the value for dynamic qualifiers. This is to ensure that the outcome of the dynamic qualifier
values assigned to the new territories is accurate. If the numbers that appear in the Value Set
are not sequential, such as 1, 3, and 4 (2 is skipped), for either the transaction or resource
qualifiers, then the qualifier values that appear in the new territories will not be correct.
For example, when defining three values for the transaction qualifier name State, you can
manually enter 1 in the Value Set field for California, then 2 for Washington, and 3 for Oregon
if each territory covers one state.
Note: You can enter the same sequential numbers in the Value Set field if necessary. For
example, you want to create a territory that covers open service requests for two states, you can
enter the same value set number for different transaction qualifiers values, such as 1 for
Oregon and Washington, and 2 for California and Nevada.
Besides manually entering these sequential numbers, you can also click the Next Value Set
button between each entry or set of entries. This causes the system to increment by one in the
Value Set field.
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Chapter 8 - Page 80
Note: The Value Set field defaults to 1.
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Chapter 8 - Page 81
Practice Overview: Creating Territories Using a Template

Using a Template
Setting up a territory template
Creating multiple territories using a template
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Chapter 8 - Page 82
Practice: Creating Territories Using a Template
Practice: Creating Territories

Using a Template
John Smith, a service director for Vision Corporation,
requests to have multiple territories created. These
territories will handle all open service requests in
Washington and California.
As a territory administrator, you need to:
1. Create a territory template
2. Create multiple territories using a template
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Navigation
Creating a Territory Template
Territory Administration > (M) Administration > Define Territory Template
Creating Multiple Territories by Using a Template
Territory Administration > (M) Administration > Define Territory Template > (B) Mass Create
Territories
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Chapter 8 - Page 83
Practice Solution: Creating Territories Using a Template

Using a Template
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Solution
Note: Use the wildcard %%% to bring up the LOV in the Value From and To fields.
Create a Territory Template:
choose Territory Management > Territory Administration. The Navigator window opens.
2. Select Administration > Define Territory Template from the application menu bar.
3. Enter the following information in the Overview tab as shown in the above screenshot:
- Name: XX-Territory Template
- Description: Service request territory template
- Transaction Type: Service Request, Service Request and Task, and Task
- Transaction Qualifier Name: Request Status
- Mode: Static
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Chapter 8 - Page 84
Operator: =
Value From: Open
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Chapter 8 - Page 85
Practice Solution: Creating Territories Using a Template

Using a Template
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5. Enter another transaction qualifier as shown in the above screenshot:
- Transaction Qualifier Name: State
- Mode: Dynamic
- Operator: =
- Value From: California
- Value Set = 1
6. Click the Next Value Set button to enter the following qualifier value:
- Operator: =
- Value From: Washington
- Value Set = 2
7. Save your work by clicking the Save icon. Click the Resource Qualifiers tab and enter the
following information:
- Resource Qualifier Name: Resource Type
- Mode: Static
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Chapter 8 - Page 86
- Operator: =
- Value From: Employee Resource
8. Save your work and leave the Template Territory Details window open.
Create Multiple Territories Using a Template:
1. Continuing from the previous step, in the Template Territory Details window, click the
Mass Create Territories button either on the Transaction Qualifiers or Resources
Qualifiers tab to generate territories.
2. Note that 2 territories were generated from this Territory template.
Assign resources to each territory
3. Open these two territories that you just mass-created.
4. Click the Resources tab and click the Auto Assign Resources button to launch the
Qualifying Resources window.
Select the Assign check box next to the resource who you want to assign to your territory.
5. Click the OK button to return to the Resources tab.
6. Save your work. Open the other territory you just mass-created.
7. Repeat the step 4 to 6 but select a different resource to this territory.
Verify mass territory creation
1. From the navigator tree, select Territory Templates from the View By drop-down list.
2. Click the plus sign of the Territory Templates. Click the plus sign of the Oracle Service
folder to show all existing templates.
3. Click the plus sign of the XX-Territory Template to view your territories for this mass
creation.
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Chapter 8 - Page 87
Escalation Territories
You can create escalation territories to automatically
reassign a sales lead or service call when certain
conditions are not met.
An escalation territory contains resources that are
responsible for managing an escalation.
Task failed
Escalation
resource
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An escalation territory provides resources manage escalations.
By using escalation territories you can define the escalation path, with an appropriate resource
(the escalation owner) identified for the territory in the event of exceptions. The escalation
owner is an Employee Resource resource type and can be assigned either manually or
automatically. In case of automatic assignment by using an escalation territory, the Assignment
Manager is used in conjunction with Territory Manager. An escalation can be automatically
assigned to an owner if the escalated document (a service request, task, or defect) has an
escalation territory defined.
For example, if a service engineer cannot get to a service request within a certain time frame,
as defined in the Business Rule Monitor (BRM), then the service request is automatically
escalated to the escalation owner defined in the escalation territory.
How to manually escalate a document is covered in the Escalation Manager lesson.
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Chapter 8 - Page 88
Using The Escalation Territory Details Window to Create an

Using The Escalation Territory Details

Window to Create an Escalation Territory
Tab Name
Escalation Territory Details Window
Overview
Not available
Resource Qualifiers
Resources
Sub Territories
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Creating an Escalation Territory

Using either the navigator tree or the Application menu, select Define Territory Escalation to
open the Escalation Territory Details window.
The process of creating an escalation territory is similar to that used to create an individual
territory, except that the Transaction Qualifiers and Sub Territories tabs are not available for
escalation territories.
An escalation territory can be created only individually. You cannot create them with territory
template or type.
Note: An escalation territory must be attached to a territory or another escalation territory to
work properly. Therefore, the Rank and Number of Winners fields are not available.
Enter resource qualifiers if you do not know exactly which resources you are going to use in
the Resource Qualifiers tabbed page. Click the Auto Assign Resources button in the Resources
tabbed page to help you select appropriate resources if you have the resource qualifiers
specified.
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Chapter 8 - Page 89
Using an Escalation Territory
Using an Escalation Territory
An escalation territory can be attached to a

territory, template, and to another escalation territory.
Escalation
territories
David Lewis
Fred Bramer
Paul Desmond
Escalation
territories
Territories
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How to Use an Escalation Territory

An escalation territory can be attached to any of the following territory objects:
An individual territory: Use an escalation territory to identify a qualified resource to
fulfill a task that was not done properly. For example, support engineer Fred Bramer fails
to close a service request. This service request, therefore, is manually escalated to Paul
Desmond, identified in the attached escalation territory through the Escalation Manager.
An escalation territory: Attaching one escalation territory to another escalation territory
helps you to identify the next level of qualified resources if necessary. For example,
suppose a task is more complex than originally thought and cannot be done by the
escalated resource (Paul Desmond) identified in the escalation territory. You can
manually escalate this task again to David Lewis as specified in the attached escalation
territory to complete this task.
A territory template: Attach an escalation territory to a template before territory masscreation. This saves you time later on because you do not need to manually attach this
escalation territory to each individual territory after territory mass-creation.
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Chapter 8 - Page 90
Practice Overview: Creating an Escalation Territory
Practice Overview: Creating an

Creating an escalation territory
Attaching this escalation territory to an individual
territory
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Chapter 8 - Page 91
Practice: Creating an Escalation Territory
Practice: Creating an Escalation Territory

Continuing from the previous practice, Visions
Service Department decides to build an escalation
territory to manually escalate any open service
requests to other available resources.
As a territory administrator, you must:
1. Create an escalation territory called XX-Escalation
2. Attach this escalation territory to an individual
territory, XX-Vision Service Territory that you
created earlier
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Navigation
Creating an Escalation Territory
Territory Administration > (M) Administration > Define Territory Escalation
Attaching the Escalation Territory to an Individual Territory
Open the XX-Vision Service Territory that you created earlier by selecting Territories from the
View By drop-down list.
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Chapter 8 - Page 92
Practice Solution: Creating an Escalation Territory
Practice Solution: Creating an

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Solution
Create an Escalation Territory:
1. Log in with the CRM Administrator responsibility and select Territory Management >
Territory Administration. The Navigator window opens.
2. Select Administration > Define Territory Escalation from the application menu bar. The
Escalation Territory Details window opens.
- Name: XX-Escalation
- Description: An escalation territory
- Escalation: Leave this field blank
- Start Date: Todays date. By default the territory become effective on the date you
create it.
4. Select the Resources tab.
5. Select one employee resource from the list of values in the Name field.
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Chapter 8 - Page 93
6. From the horizontal scroll bar enter the following fields:

- Primary Contact: Select
7. Click File > Save to save your work.
Attach an Escalation Territory to an Individual Territory:
1. Open the XX -Vision Service Territory you created in the previous practice by selecting
Territories from the View By drop-down list.
2. Double-click the XX-Vision Service Territory from the Oracle Service of the navigator
tree to open this territory.
3. Select the XX -Escalation from the LOV in the Escalation field.
4. Save your work.
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Chapter 8 - Page 94
Territory Creation Summary

You can create a territory individually or from a
territory type, or template. An escalation territory can
also be attached to a territory.
Escalation
territories
Resource = Fred Bramer
Territory
templates
Territory
types
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Territories
Customer Name = Vision
Job Title = Manager
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You can create a territory individually or from a territory type, or template. In addition, an
escalation territory can also be attached to a territory.
Suppose your business wants to close a special deal with Vision Company that requires a
manager position to handle this deal. A territory is set up with two qualifiers and their values,
Customer Name = Vision and Job Title = Manager, for this one-time deal. You do not
need to use any of the existing types or templates to create this territory. You might add an
escalation territory later with David Lewis who has a superior record for handling complex
cases if the assigned manager is not able to close the deal.
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Chapter 8 - Page 95
Concurrent Programs
Concurrent Programs
The Generate Territory Package concurrent program
creates territory rules and reflects changes that are
made.
Territory change
Territory creation
Generate
Territory
Package
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Calling modules
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Concurrent Programs
It is important that the territory administrator run the following concurrent programs regularly
or every time a territory is added or changed.
Generate Territory Package: After territory creation and modification, this program must be
run for the following reasons:
To create the territory rules or to reflect the changes that you made to territories.
Otherwise, your territories will not reflect the actual changes and will not work correctly
when calling modules try to use the Assignment Manager to assign resources. For
example, if you change the value of qualifier state from California to New York, then the
Generate Territory Package concurrent program must be run.
To build the API that returns the winning territories and resources that are defined in your
territories
Note: The Territory Denormalization Refresh program (used for Oracle Sales) no longer needs
to be run because it is combined with the Generate Territory Package program.
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Chapter 8 - Page 96
Use the Submit Request window to run the

Generate Territory Package concurrent program.
While defining parameters for the concurrent
program, you must select each transaction type
that you defined in your territories, one at a time,
based on the territory usage.

(N) Requests > Run > (B) Single Request
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Running the Concurrent Programs

Tips on Running Concurrent Programs
Log in with the CRM Administrator responsibility, select Requests > Run. Select Single
Request.
In the Parameters pop-up window of the Submit Request, you must select each transaction type
in the Qualifier Type field that you defined in your territories, one at a time, based on the
territory usage.
For example, if you created a territory with transaction types of Task and Service Request, then
you must run Task, Service Request, as well as Service Request and Task one at a time in the
Parameter window.
Use the Schedule button in the Submit Request window to run concurrent programs
periodically.
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Chapter 8 - Page 97
Territory Management Process
Territory Management Process

Territory planning
Create territories
Optional
Types
Templates
Run reports
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Managing Territory Manager

After creating territories based on territory planning, the territory administrator must perform
the following tasks to manage territories as required:
Mass changing territory resources
Copying an entire territory hierarchy
Running the Generate Territory Package concurrent program to reflect the changes that
you made to territories. This is to ensure that a calling module can correctly use Territory
Manager to assign resources to a transaction.
How to run the Generate Territory Package concurrent program is addressed earlier.
Searching and viewing territories
Running territory reports
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Chapter 8 - Page 98
Mass Change Territory Resources
Use the Mass Change Territory Resources window

to add new resources or replace existing
resources with other resources.
This resource modification can be for selected or
all territories, and can also be for a specific time
frame.

Administration > Mass Change Territory Resources
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From the Administration pull-down menu, select Mass Change Territory Resources to open the
Mass Change Territory Resources window.
Use this feature to add or replace existing resources by other resources. For example, if Ralph
Karmer, a field service technician, is leaving the company, then Roberta Brooks, the territory
administrator for Vision Company, wants to transfer all of his territories to the new hire, Fred
Bramer, permanently.
To do so, enter Ralph Karmer in the Resource field of the Find Territories region. Click the
Find button to list all territories that Ralph is assigned to. Select Replace option button in the
Operation region for resource replacement. Enter Fred Bramer in the Resource field of the
Assignee region. To replace Ralph with Fred in all Ralphs territories, Roberta selects the All
option button in the Scope region. Before clicking the Update Territories button to save the
change, Roberta can click the Populate Tree button to locate a particular territory in the
navigator tree or click the View Territory button to open the selected territory for verification.
If this resource modification is only for a specific time frame, then enter the Start Date and End
Date fields.
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Chapter 8 - Page 99
Note: After updating territories, the Generate Territory Package concurrent program must be
run to reflect the changes made to territories.
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Practice Overview: Mass Changing Territory Resources
Practice Overview: Mass Changing

Territory Resources
This practice covers mass changing territory
resources.
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Practice: Mass Changing Territory Resources
Practice: Mass Changing

Territory Resources
As a territory administrator, you receive a call from
Sales Department requesting a resource replacement
for all sales territories. This is due to a recent
promotion for David Lewis who becomes a USA
regional sales manager. Therefore, all his assigned
territories are going to be replaced by a new sales
representative.
You must use the Mass Change Territory Resources
window to replace David Lewis with Timothy Cleary.
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Navigation
Territory Administration > (M) Administration > Mass Change Territory Resources
After searching for all sales territories that have David Lewis, make sure to check the Selected
check box in the Scope region. Then, hold down to the Control key to select three sales
territories (XX_West, XX_Central, and XX_East) that you created in earlier.
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Practice Solution: Mass Changing Territory Resources
Practice Solution: Mass Changing

Territory Resources
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Solution
Mass Changing Territory Resources:
2. Select Administration > Mass Change Territory Resources from the application menu
bar. The Mass Change Territory Resources window opens.
3. Enter David Lewis in the Resource field of the Find Territories region.
4. Click Find.
5. Make sure the following check boxes are selected:
- The Replace check box in the Operation region
- The Selected check box in the Scope region
6. Enter Timothy Cleary in the Resource field of the Assignee region.
7. Leave the Start Date unchanged.
8. Hold down to the Control key while selecting three sales territories (XX_West,
XX_Central, and XX_East) that you created earlier.
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9. Click the Update Territories button to update the resources.
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Copy an Entire Territory Hierarchy

How to copy a territory:
1. Open the territory that you want to copy from.
2. Click the Copy Territory button in the Overview
tab.
3. Decide whether you want to copy resources,
hierarchy, or both.
4. Enter new territory information (name, description,
rank, start and end dates).
5. Save your work.
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You can use the Copy Territory window to:
Create a new territory with the resources in the territory that you copy from
Create an entire territory hierarchy without assigned resources
Create an entire territory hierarchy with assigned resources
For example, Roberta Brooks, a territory administrator for Vision Company, wants to create a
territory that is similar to the West Coast Territory with assigned resources. She opens the
West Coast Territory and selects the Copy Territory button on the Overview tab. Notice that
the name and rank information of the West Coast Territory is populated. Because she wants to
copy the assigned resources, Roberta selects the Copy Resources check box. In the To region,
she enters the new territorys name, East Coast Territory, and rank and description information.
Todays date is defaulted in the Start Date field. If Roberta also wants to copy the children
within the West Coast Territory, she can select the Copy Hierarchy check box as well. She
clicks the Save button to create this new territory.
After a territory copy, you must modify the values for transaction qualifiers, and enter or
modify your resources if necessary in a new territory. If an entire territory hierarchy is copied,
the children can be individually renamed and updated.
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Note: After updating territories, the Generate Territory Package concurrent program must be
run to reflect the changes made to territories.
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Practice Overview: Copying a Territory
Practice Overview: Copying a Territory

Copying a territory with assigned resources
Modifying the new territory
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Practice: Copying a Territory
Practice: Copying a Territory

Due to growing customer needs for Business World,
you are requested to create another sales territory with
similar resources and transaction qualifiers to the
existing XX-West Territory. You must:
1. Copy a territory with assigned resources
2. Modify the new territory, called XX-West Key
Account, and add the following transaction
qualifiers:
Opportunity Status = Forecast
Customer Name Range Group = Business World
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Navigation
Territory Administration.
Copying a Territory with Assigned Resources
From the navigation tree, double-click the existing XX_West territory that you created earlier.
Click the Copy Territory button on the Overview tab to launch the Copy Territory window.
Note: If you cannot see the Copy Territory button shown in the Overview tab, then click any
other tab and click the Overview tab again. You should be able to see the button.
Modifying the New Territory
From the navigation tree, double-click the XX_West Key Account territory that you just
created.
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Practice Solution: Copying a Territory
Practice Solution: Copying a Territory
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Solution
Copy a Territory with Assigned Resources:
2. Select XX_West territory from the Oracle Sales and Telesales folder of the territory
navigation tree and double-click it to open this territory.
3. Click the Copy Territory button on the Overview tab to open the Copy Territory
window.
4. Enter the following information in the Copy Territory window:
- Copy Resources check box: Select the check box
- Leave the Copy Hierarchy check box: Leave this check box unchecked
- Name: XX_West Key Accounts
- Rank: 2
- Description: XX_West Key Accounts
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Modify the New Territory:
1. Continuing from the previous step, select XX_West Key Account territory from the
Oracle Sales and Telesales folder of the territory navigation tree and double-click it to
open this territory.
2. Modify the following information:
Transaction Qualifiers tab:
- Change the Opportunity Status = Active to Opportunity Status = Forecast
- Leave Customer Name Range Group = XX_Business World unchanged
Resources tab: Add Helena Sprague to the existing resources
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Searching for a Territory

After entering territory usage and category information
in the Territory Search window, you can use the
following two tabs to perform a search:
Basic
Advanced

Administration > Search
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Select Search from the Administration pull-down menu to open the Territory Search window.
There are two tabs you can use for your search:
Basic: You can enter a territory name, parent territory, escalation, template, type,
customer name, and resource name as the search criteria.
Advanced: You can also enter transaction qualifier names and their values to perform an
advanced search.
To do either a basic or advanced search, you must first identify the Usage and the Search
Category fields. For example, if you want to search for all territories for Oracle Sales and
Telesales, then you must select the Oracle Sales and Telesales in the Usage field and
Territories in the Search Category field. After entering search criteria, click the Search button
to retrieve and list all the qualifying territories that match your criteria in the Search Results
region. Move the horizontal scroll bar to see more territory information. Click the Clear button
to redefine your search if you want.
Besides searching for individual territories, you can also select different territory categories to
search for escalation territories, territory types, and territory templates.
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More on Searching for a Territory
More on Searching for a Territory

After a search, you can use the search results to:
Locate the selected territory of your results in the
Navigator window
Open the selected territory if you want to modify it
Save your desired search results in a folder
Customize your search results if necessary
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Customize Your Search Results

The search results uses the functionality of a spreadsheet, in which you can use the drag-anddrop features to resize and hide columns before saving.
To resize columns, click the column header to outline the header and position the cursor in the
column header. When the double-arrow cursor appears, drag the column header to resize the
columns. With your cursor on the column header, right-click with the mouse and select the
appropriate options to hide and customize your results. Click the up or down arrow button in
the column header to resequence the search results.
Use the following buttons in the Search Results region:
Populate Tree: Used to locate the highlighted territory of your search results on the
navigator tree. For example, click the Opportunity Status territory from the Search
Results region and click the Populate Tree button to locate this territory in the tree.
Save Folder: Used to save either all your search results, or only the selected results to the
Personal Shortcuts folder in the navigator tree.
Note: Click the Open Folder button in the Basic tabbed page to retrieve the search results
you saved before.
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View Territory: Used to open a selected territory. You can double-click the highlighted
territory or click the Open button to open the highlighted territory directly.
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Viewing Territory Hierarchies

Besides searching for territories in the Territory
Search window, you can use the Territory Navigator
window to view territory hierarchies in a tree format.

(N) Territory Manager > Territory Administration
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Use the View By drop-down list to select different territory options in the navigator. This
provides you with the search results of the entire territory hierarchy (tree structure) based on
the View By drop-down list in the navigator tree.
To view territories or a specific date, enter that date in the Date field. Unless you enter a
different date, the territories are effective today.
To expand branches on the tree, click the plus sign on tree nodes.
To modify a territory, double-click it to open the territory or right-click with the mouse and
select Open.
Personal Shortcuts folder: This is where you store your search results from the Territory Search
window.
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Practice Overview: Searching and Viewing Territories
Practice Overview: Searching and

Viewing Territories
Searching existing territories
Viewing the territory hierarchy
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Practice: Searching and Viewing Territories
Practice: Searching and

Viewing Territories
After creating multiple territories for Vision
Corporation, you want to verify whether all territories
are successfully created. You decide to:
1. Use the Basic tab to search all existing territories,
escalation territories, territory templates and types
2. View all territories in the Navigator window to see
territories in a tree structure
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Navigation
Searching Existing Territories, Escalation Territories, Territory Templates and Types
CRM Administrator responsibility (EBUSINESS/WELCOME), (N) Territory Manager >
Territory Administration > (M) Administration > Search
Additional instructions for performing a search:
Territory: Search for either Oracle Service or Oracle Sales and TeleSales territories. Open
the first territory from the search results by clicking the View Territory button.
Escalation Territory: Search for the XX_Escalation territory that you created for the usage
of Oracle Service. Locate your XX _Escalation territory from the navigator tree hierarchy
by clicking the Populate Tree button.
Template: Search for the XX -Territory Template you created for Oracle Service. After a
search, save the search criteria under the name of XX -Template to the Personal Shortcuts
folder within the navigator tree. Clear the search results first, then retrieve this search by
clicking the Open Folder button.
Type: Search for the XX- Sales Territory Type that you created for Oracle Sales and
Telesales, and then clear the search results.
Viewing the Territory Hierarchies
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Territory Administration
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Practice Solution: Searching and Viewing Territories
Practice Solution: Searching and

Viewing Territories
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Solution
Search Existing Territories, Escalation Territories, Templates, and Types
2. On the application menu bar, select Administration > Search. The Territory Search
window opens.
Search for Territories
3. Select Oracle Sales and Telesales or Oracle Service in the Usage drop-down list.
4. Select Territory from the Search Category drop-down list.
5. Using the Basic tab, click the Search button to retrieve all territories for Oracle Sales and
TeleSales, or Oracle Service.
6. Select one of the territories shown in the Search Results region and click the View
Territory button to open this territory.
7. Close the Territory Details window and return to the Territory Search window.
Search for Escalation Territories
8. Select Oracle Service in the Usage field.
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9. Select Escalation from the Search Category drop-down list.

10. On the Basic tabbed page, enter XX _Escalation in the Name field and click Search
button.
11. Select the XX_Escalation territory and click the Populate Tree button to locate the
escalation territory from the navigator tree hierarchy.
Search for Template
12. Select Oracle Service in the Usage field.
13. Select Select Template from the Search Category drop-down list.
14. On the Basic tabbed page, enter XX -Territory Template in the Name field and click
Search.
15. Select the XX _Escalation territory shown in the Search Results region and click Save
Folder to save the this search criteria.
16. Click OK to the first Note. Click Save As again to open the Save As window. Enter the
following information:
- Search Criteria: Select
- New Folder Name: XX -Template
18. Click Clear button to clear all the search results.
19. Click Open Folder button and select the folder name that you just saved.
20. The search criteria and the results are displayed automatically.
Search for Type
21. Select Oracle Sales and Telesales in the Usage field.
22. Select Type from the Search Category drop-down list.
23. On the Basic tabbed page, enter XX _Sales Territory Type in the Name field and click
Search. The results of your search appear in the Search Results region.
24. Click Clear to clear all the search results.
25. Click Close Search to close this window.
View the Territory Hierarchy
To display your territories in a tree format, perform the following steps:
1. Log in with the CRM Administrator responsibility and select Territory Management >
Territory Administration. The Navigator window opens.
2. In the Territory Navigator window, select Territories, Territory Types, Escalations, or
Territory Templates individually from the View By drop-down list to view territories.
3. To view territories effective on a specific date, enter a date in the Date field. Unless you
enter a different date, the territories are effective for today.
4. Click the plus sign on the tree nodes to open territories.
5. To view or modify a particular territory, double-click it or right-click with the mouse and
select Open.
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Territory Reports
Territory Reports
The following territory reports are used in Territory
Manager:
Territory Definition Report
Territory Changes Report

(N) Territory Manager > Territory Reports > Territory Definition
Report
(N) Territory Manager > Territory Reports > Territory Changes
Report
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Territory Reports
The following territory reports are used in Territory Manager:
Territory Definition Report: Use this report to retrieve specific territory information based
on certain criteria, such as a specific resource or a transaction qualifier. You can use this report,
for example, to list all the territories that use the transaction qualifier Postal Code in Oracle
Service.
To run this report, you can select either HTML or Excel as the output format in the Territory
Definition Reports window. Select Sales Representative from the drop-down menu and
transaction qualifier information if necessary, and click OK.
Territory Changes Report: Use this report to trace territory change information for a specific
period of time.
To run this changes report, specify the output format and enter the Earliest Change Date and
Latest Change Date as search criteria in the Territory Changes Reports window, and then click
OK.
Note: Both reports can be viewed online or saved in spreadsheet format by selecting Excel as
your output format.
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Practice Overview: Running Territory Reports
Practice Overview: Running

Territory Reports
Viewing the Territory Definition Report
Viewing the Territory Changes Report
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Practice: Running Territory Reports
Practice: Running Territory Reports

After creating and modifying existing territories, you
want to run territory reports for confirmation:
1. Run the Territory Definition Report specifically for
service territories with the Customer Name
qualifier.
2. Add one more resource to the XX-East Territory
before running the Territory Changes Report.
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Navigation
Running the Territory Definition Report
Territory Reports > Territory Definition Report
Running the Territory Changes Report
Territory Reports > Territory Changes Report
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Practice Solution: Running Territory Reports
Practice Solution: Running

Territory Reports
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Solution
Run the Territory Definition Report:
1. Log in with the CRM Administrator responsibility, select Territory Manager > Territory
Reports > Territory Definition Report. The Territory Definition Reports window opens.
2. Select HTML from the Output Format drop-down menu.
- Sales Rep: All
- Qualifiers: Oracle Service - Customer Name
4. Click OK to view territory definition report in HTML format.
5. Select File > Close to return to the navigator.
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Practice Solution: Running Territory Reports
Practice Solution: Running

Territory Reports
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Solution
Run the Territory Changes Report
Search for the existing territory XX-East
2. On the application menu bar, select Administration > Search. The Territory Search
window opens.
3. Select Territory from the Search For drop-down list.
4. In the Basic tabbed page, enter XX-East in the Name field.
5. Click the Search button.
6. Highlight the XX-East territory and click the Open button to open the territory.
Add one more Resource to the XX-East Territory
1. In the XX -East Territory window, click the Resources tab.
2. Add one more resource to this territory.
Run the Territory Changes Report
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1. Log in with the CRM Administrator responsibility, and select Territory Manager >
Territory Reports > Territory Changes Report. The Territory Changes Reports window
opens.
2. Select HTML from the Output Format drop-down menu.
3. Enter the following information for the change date:
- Earliest Change Date: One month before todays date
- Latest Change Date: Todays date
4. Click OK to view this report in HTML format.
5. Select File > Close to return to the navigator.
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Summary
Summary
In this lesson, you should have learned to describe
how to:
Search territory information
Create individual territories
Create territories using types and templates
Create escalation territories
Mass change territory resources
Copy an entire territory hierarchy
Run territory reports
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Calendar Overview
Chapter 9
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Calendar Overview
Chapter 9 - Page 1
Lesson 9: Calendar Overview
Lesson 9: Calendar Overview
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Calendar Overview
Chapter 9 - Page 2
Objectives
Objectives
the following:
Explain the key terms related to Calendar
Describe how Forms-based Calendar integrates
with other modules
Describe how HTML Calendar integrates with
other modules
Explain the functionality new in this release
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Calendar Overview
Chapter 9 - Page 3
What Is the Calendar?
What Is the Calendar?

The Calendar helps you in resource scheduling. You
define resource availability in the Forms-based
Calendar module. Use HTML Calendar as a personal
productivity tool to manage your daily activities and
appointments.
June, 2002
HTML Calendar
Forms Calendar
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Calendar Functionalities for the HTML and Forms Versions

The Calendar module now includes both HTML and Forms-based versions. The functionalities
for both versions are different except that daily, weekly, and monthly views are available in
both versions.
Calendar in Forms
The Forms-based Calendar module is mainly focused on resource scheduling and work shift
assignment.
You can use the Forms-based Calendar module to define and view available and unavailable
times (such as vacations, holidays, or sick leaves) for an employee resource. Other CRM
modules, such as Telesales application, use the Calendar Datebook functionality to create
personal to do lists and display available and unavailable time for a resource through different
calendar views.
HTML Calendar
Think of using the HTML Calendar as your personal productivity tool. You can use it to define
and view your personal daily activities and appointments. You can also create appointments or
tasks, invite attendees for the appointment, and view scheduled appointments through daily,
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Calendar Overview
Chapter 9 - Page 4
weekly, monthly, yearly views. In addition, you can subscribe to a group calendar through the
appropriate approval process.
Oracle Sales Online, for example, uses the HTML Calendar to schedule appointments for a
lead or an opportunity, as well as to view resource availability through different calendar
views.
Summary
Compared to the Forms-based version, the functionality of HTML Calendar focuses on
managing personal and group activities, while Forms Calendar is mainly for defining
resources availability and unavailability, and assigning them to work shifts.
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Calendar Overview
Chapter 9 - Page 5
Calendar Functionality
Calendar Functionality
Use HTML Calendar to:
Create appointments
Invite attendees
Subscribe to group calendars
View public calendars
View scheduled activities in
different views
View your daily tasks
Change personal preferences
Use Forms Calendar to:

Create a To-Do List
View scheduled
activities in different
views
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Overview of Calendar Functionality

In the Forms-based Calendar module, you can use the Calendar Datebook functionality from
the Telesales application to perform the following tasks:
Create a private To-Do List
Review a resources schedule by day, week, or month
Note: Defining resource working hours (availability) and unavailability (such as vacations,
holidays, sick leaves, and personal days), as well as assigning resources to work shifts and a
calendar are all performed in the calendar setup screens during implementation process.
Use the HTML Calendar module through Oracle Sales Online, Oracle Marketing Online, or
Oracle Partners Online to:
Create appointments (tasks) for a meeting
Add notes to the existing activities or tasks if necessary
Invite attendees for an appointment after viewing attendees availability
Subscribe to a group calendar after approval from the owner of the group calendar
View a public calendar
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Calendar Overview
Chapter 9 - Page 6
Review scheduled activities through daily, weekly, monthly, combination, or yearly

views for a resource
View your daily tasks in combination calendar view
Change personal preferences to display your timelines by every hour or every thirty
minutes, issue notifications, and define days show on weekly view
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Calendar Overview
Chapter 9 - Page 7
Calendar Key Terms
Calendar Key Terms

The following terms are used in Calendar:
Calendar
Calendar Datebook
ToDo List
Shifts (Monday to Friday, 8:00 to 5:00)
Shift Patterns
Exceptions (weekends, time off)
Group Calendar (HTML)
Public Calendar (HTML)
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Key Terms
The following key terms are used in Calendar:
Calendar is a scheduling tool used to define and view availability of resources or groups
of resources, as well as a personal productivity tool used to schedule and view personal
daily activities.
The Calendar Datebook displays time availability for yourself, a resource, or a group of
resources.
The To Do List is a personal listing of things to do.
Shifts define a resources availability to work.
A shift pattern is a set of shifts, such as First Shift Monday through Friday 08:00 a.m 05:00 p.m.
An exception is the time that a resource is not available. Examples of exceptions include
holidays, vacations, sick days, or weekends.
A group calendar is a calendar used only by subscribers. For example, a group calendar
called Key Account can be used by any subscriber after subscription approval.
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Calendar Overview
Chapter 9 - Page 8
A public calendar can be used by everyone. Examples of public calendars can be

corporate holiday calendar and local holiday calendars for branch offices.
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Calendar Overview
Chapter 9 - Page 9
Integrations Between the Forms-Based Calendar and the EBusiness Suite
Integrations Between the Forms-Based

Calendar and the E-Business Suite
Gantt
Chart
Telesales
Calendar
Assignment
Manager
Service
Datebook
Resource
Manager
Task
Manager
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Calendar
Data pull from Calendar
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Data flow into Calendar
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Integrations Between the Forms-Based Calendar and the E-Business Suite

Calendar uses the following to provide functionality:
Task Manager (Forms) to create personal To-do List (tasks) and different calendar views.
The functionalities of To-do List and calendar views reside in the Calendar Datebook and
can be accessed through the Telesales application.
Resource Manager to locate a specific resource for different calendar views.
The following modules integrate with Calendar by using its functionality:
Telesales application uses Calendar to access the Calendar Datebook functionality to
view a resources availability and assigned tasks information.
Assignment Manager uses the Calendar module to display resource work shift
information through the Gantt chart. Service applications can then use Assignment
Manager to locate appropriate resources for a service request or a task.
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Calendar Overview
Chapter 9 - Page 10
Integrations Between HTML Calendar and the E-Business Suite
Integrations Between HTML Calendar and

the E-Business Suite
HTML
Tech Stack
Marketing
Online
HTML
Resource
Manager
HTML
Calendar
Sales
Online
Partners
Online
HTML Task
Manager
Calendar
Data pull from Calendar
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Calendar
Data flow into Calendar
Oracle Workflow
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Integrations Between the HTML Calendar and the E-Business Suite

The HTML Calendar module uses the following to provide functionality:
HTML Task Manager to schedule appointments and tasks, create repeating appointments
for meetings.
HTML Resource Manager to invite individual resources for an appointment.
Oracle Workflow to send workflow notifications for processing new group calendar
requests and subscription requests to existing group calendars.
HTML Tech Stack to display the HTML functionality.
Note: HTML Calendar also uses Accounts Receivable profile options to set the default
client and server time zones for a user.
The following modules integrate with HTML Calendar by using its functionality:
Sales Online uses the HTML Calendar module to schedule appointments for a lead or an
opportunity, as well as to view resource availability through different calendar views.
Marketing Online uses the HTML Calendar module to schedule appointments for
marketing campaigns, as well as to view resource availability through different calendar
views.
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Calendar Overview
Chapter 9 - Page 11
Partners Online uses the HTML Calendar module to schedule appointments, as well as to
view resource availability through different calendar views.
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Calendar Overview
Chapter 9 - Page 12
Accessing the Calendar Module

Calendar can be accessed the following ways:
The stand-alone HTML Calendar
The integrated Forms-based or HTML-based
application through other CRM Applications
Sales and Marketing

Applications
HTML
Calendar
Telesales
Application
Forms
Calendar
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Calendar can be accessed through both the Forms and HTML versions. Calendar Datebook
functionality in Forms is integrated with service applications, it cannot be accessed as a standalone Calendar module.
In general, you can access the Calendar module the following ways:
The Stand-alone HTML Calendar
Responsibility: JTF HTML Calendar User responsibility
Navigation path: Select the Calendar tab to access the HTML Calendar
Note: You can also use the CRM Application Foundation User responsibility to access the
HTML Calendar module. This responsibility has both the HTML Calendar and Resource
Manager user screens seeded together.
The Forms or HTML-Based Calendar module from other CRM applications
To access the Datebook functionality in Forms: Log in with the Telesales Agent
responsibility, select eBusiness Center > Calendar Datebook icon from the application
icon menu to access the Calendar Datebook.
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Calendar Overview
Chapter 9 - Page 13
To access the HTML Calendar: Log on to Sales Online application by using

LJONES/WELCOME, select the Calendar tab to access the HTML Calendar.
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Calendar Overview
Chapter 9 - Page 14

Calendar module.
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blanks.
Terms
Shifts Scheduling
Scheduling
Group Calendar
Calendar Datebook Monthly View
Public Calendar
Calendar
Daily View
Combination View
To Do List
Shift Pattern
Exceptions
Mass Create
Work
Primary Calendar
Yearly View
Attachments
Fill-in-the-Blanks
1. The Forms-based Calendar module is a ________ tool used to define and view
availability of resources or groups of resources.
2. The Forms-based Calendar module uses _____ to define a resources availability to work.
3. Tom works every Friday and Wednesday from 08:00 a.m - 05:00 p.m. In other words, his
_______ is every Friday and Wednesday from 08:00 to 17:00.
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Calendar Overview
Chapter 9 - Page 15
4. The Forms-based Calendar module uses _______ to define a resources unavailability to

work.
5. Rhonda Abbott, a sales representative, works for the Key Accounts West group. She can
subscribe to the __________ after subscription approval.
6. To have a better understanding of the holiday schedule for a branch office in England,
you can view a _________ specifically created for England.
7. The functionality of _____________ is specifically used in Forms by Telesales
application to display time availability for a resource and different calendar views.
8. You can use the ___________ in HTML Calendar to display both calendar daily view
and actual scheduled tasks information for that particular day.
9. You can use the _________ functionality in Forms to identify personal to do things.
10. The functionality of ____________ can be used to create multiple appointments for a
specific time interval, such as every Thursday from 10:00 a.m. to 11:00 a.m.
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Calendar Overview
Chapter 9 - Page 16

Calendar module.
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1. The Forms-based Calendar module is a scheduling tool used to define and view
availability of resources or groups of resources.
2. The Forms-based Calendar module uses shifts to define a resources availability to work.
3. Tom works every Friday and Wednesday from 08:00 a.m - 05:00 p.m. In other words, his
shift pattern is every Friday and Wednesday from 08:00 to 17:00.
4. The Forms-based Calendar module uses exceptions to define a resources unavailability
to work.
5. Rhonda Abbott, a sales representative, works for the Key Accounts West group. She can
subscribe to the group calendar after subscription approval.
6. To have a better understanding of the holiday schedule for a branch office in England,
you can subscribe a public calendar specifically created for England.
7. The functionality of Calendar Datebook is specifically used in Forms by Telesales
application to display time availability for a resource and different calendar views.
8. You can use the combination view in HTML Calendar to display both calendar daily
view and actual scheduled tasks information for that particular day.
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Calendar Overview
Chapter 9 - Page 17
9. You can use the To Do List functionality in Forms to identify personal to do things.
10. The functionality of repeating appointments can be used to create multiple appointments
for a specific time interval, such as every Thursday from 10:00 a.m. to 11:00 a.m.
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Calendar Overview
Chapter 9 - Page 18
Summary
Summary
Explain the key terms related to Calendar
Describe how Forms-based Calendar integrates
with other modules
Describe how HTML Calendar integrates with
other modules
Explain the functionality new in this release
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Calendar Overview
Chapter 9 - Page 19
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Calendar Overview
Chapter 9 - Page 20

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11i Use and Implement CRM

Copyright Oracle Corporation, 2002. All rights reserved.

Technical Contributors and Reviewers

This book was published using:

Resource Manager Overview..........................................................................................................................3-1

Use Resource Manager....................................................................................................................................4-1

Copyright Oracle Corporation, 2002. All rights reserved.

11i Use and Implement CRM Application Foundation Table of Contents

Maintaining Personal Information .................................................................................................................4-11

Implement Resource Manager .......................................................................................................................5-1

Copyright Oracle Corporation, 2002. All rights reserved.

11i Use and Implement CRM Application Foundation Table of Contents

Defining Groups ............................................................................................................................................5-47

Territory Manager Overview .........................................................................................................................6-1

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Practice Solution: Fill-in-the-Blanks .............................................................................................................6-16

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11i Use and Implement CRM Application Foundation Table of Contents

Practice: Creating a Territory ........................................................................................................................8-58

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11i Use and Implement CRM Application Foundation Table of Contents

Accessing the Calendar Module ....................................................................................................................9-13

Copyright Oracle Corporation, 2002. All rights reserved.

11i Use and Implement CRM Application Foundation Table of Contents

Working with Group Calendars.....................................................................................................................10-84

Use Forms Calendar........................................................................................................................................12-1

Implement Forms Calendar............................................................................................................................13-1

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11i Use and Implement CRM Application Foundation Table of Contents

Practice Solution: Defining New Calendars ..................................................................................................13-9

Copyright Oracle Corporation, 2002. All rights reserved.

11i Use and Implement CRM Application Foundation Table of Contents

Practice Overview: Adding Attachments and Notes to a Task ......................................................................15-50

Implement Task Manager...............................................................................................................................16-1

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11i Use and Implement CRM Application Foundation Table of Contents

Mapping Task References to a Source ..........................................................................................................16-39

Implement Notes ..............................................................................................................................................19-1

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11i Use and Implement CRM Application Foundation Table of Contents

Implement Assignment Manager ...................................................................................................................22-1

11i Use and Implement CRM Application Foundation Table of Contents

Steps for Implementing Assignment Manager ..............................................................................................22-4

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11i Use and Implement CRM Application Foundation Table of Contents

Managing Escalation: Business Rule Monitor Overview.............................................................................27-1

Managing Escalation: Implement Business Rule Monitor...........................................................................28-1

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11i Use and Implement CRM Application Foundation Table of Contents

Setting the Profile Option ..............................................................................................................................28-13

Interaction History Overview.........................................................................................................................29-1

Use Interaction History ...................................................................................................................................30-1

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11i Use and Implement CRM Application Foundation Table of Contents

1-to-1 Fulfillment Overview............................................................................................................................32-1

Use 1-to-1 Fulfillment......................................................................................................................................33-1

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11i Use and Implement CRM Application Foundation Table of Contents

Viewing Fulfillment Requests .......................................................................................................................33-9

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11i Use and Implement CRM Application Foundation Table of Contents

Implementation Phases ..................................................................................................................................34-76

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