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April 2011
Oracle CRM On Demand Release 19 Administrator Preview Guide
Oracle CRM On Demand – Release 19 Administrator Preview Guide
Summary of Release Features ......................................................................... 4
Access Control.................................................................................................. 6
Team Role Customization for Custom Objects 1, 2, and 3 ............................ 6
Book Support for Additional Record Types ................................................... 6
Analytics ........................................................................................................... 7
Enhanced Usage and Performance Tracking ................................................ 7
Opportunity Team Reporting ......................................................................... 7
Enhanced Sales Force Automation ................................................................... 8
Opportunity Hierarchy ................................................................................... 8
Activity Lists .................................................................................................. 9
Custom Object and Book of Business Support for Business Planning .......... 9
Enterprise SaaS.............................................................................................. 10
Allotment Management ............................................................................... 10
Usage Monitoring ........................................................................................ 10
Extensibility ..................................................................................................... 11
Client Side Extensions ................................................................................ 11
Dynamic Layouts ........................................................................................ 11
Industry Solutions - Automotive ...................................................................... 12
Service Request Related Items for Vehicles ............................................... 12
Vehicle on Service Request ........................................................................ 12
Dealer Addresses ....................................................................................... 13
Service Request Dealer Contact Relationship............................................. 13
Book of Business Support for Vehicles ....................................................... 13
Vehicle on Service Request Historical Analytics ......................................... 13
Industry Solutions - Financial Services ........................................................... 13
Book Support for Financial Accounts and Financial Plans........................... 13
Industry Solutions – Insurance ........................................................................ 14
Oracle CRM On Demand – Release 19 Administrator Preview Guide
Enhancement to Policy Object .................................................................... 14
Industry Solutions – Life Sciences .................................................................. 16
Life Sciences Offline Client ......................................................................... 16
Mass Creation of Planned Calls .................................................................. 16
New Assessment Type ............................................................................... 17
Additional Enhancements ........................................................................... 17
Book of Business Support for Samples ....................................................... 17
Integration ....................................................................................................... 17
Expanded Web Services Object Coverage ................................................. 17
Web Services Primary Address Dynamic Mapping ..................................... 18
Web Services Named Search Support ........................................................ 18
Administrative Services API Enhancements ............................................... 18
New Data Load Attribute ............................................................................. 19
Mobile and Desktop ........................................................................................ 19
Oracle CRM On Demand Desktop .............................................................. 19
Apple iPad Support ..................................................................................... 20
Security .......................................................................................................... 20
Audit Trail ................................................................................................... 20
Maximum Session Duration ........................................................................ 21
Concurrent Session Limit Options ............................................................... 21
Enable IFRAME Embedding ....................................................................... 21
Usability .......................................................................................................... 22
Ability to Hide and Show the Action Bar ...................................................... 22
Ability to Count Records in a List ................................................................ 22
Warning Messages During Advanced Search Configuration ....................... 22
First, Next, Previous, and Last List Page Navigation ................................... 22
Improved List Performance ......................................................................... 22
Oracle CRM On Demand – Release 19 Administrator Preview Guide
Enhanced Targeted Search ........................................................................ 23
Client Downloads ............................................................................................ 23
Training and Support Center ........................................................................... 24
Quick Links ................................................................................................. 24
Search ........................................................................................................ 25
Access ........................................................................................................ 25
Additional Resources ...................................................................................... 25
Online Help ................................................................................................. 25
On Demand Documentation on OTN .......................................................... 25
Contact Customer Care .............................................................................. 25
Oracle CRM On Demand – Release 19 Administrator Preview Guide
4
Summary of Release Features
The following table summarizes what, if any, action is required by Customer Care, your company Administrator,
and the user to set up or enable the features in this release. This list assumes that users already had access to the
referenced product area prior to the upgrade. For example, information about any analytics or industry related
features assumes that analytics or the specific industry solution is already provisioned and enabled. If this is not the
case, you may be required to ask your company Administrator or Customer Care to enable the feature.
FEATURE CUSTOMER CARE ACTION REQUIRED?
ADMINISTRATOR ACTION REQUIRED?
USER ACTION REQUIRED?
IMMEDIATE USER AVAILABILITY
Access Control
Team Role support for Custom Objects 1, 2, and 3 �
Book Support for Additional Record Types �
Analytics
Enhanced Usage and Performance Tracking �
Opportunity Team Reporting �
Enhanced Sales Force Automation
Opportunity Hierarchy �
Activity Lists �
Custom Object and Book of Business Support for Business
Planning
�
Enterprise SaaS
Allotment Management �
Usage Monitoring �
Extensibility
Client Side Extensions �
Dynamic Layouts �
Workflow Event Name �
Industry Solutions - Automotive
Service Request Related Items for Vehicles �
Vehicle on Service Request �
Dealer Addresses �
Book of Business Support for Vehicles �
Service Request Dealer Contact relationship �
Vehicle on Service Request Historical Analytics �
Industry Solutions - Financial Services
Book Support for Financial Accounts and Financial Plans �
Industry Solutions – Insurance
Enhancement to Policy Object �
Industry Solutions – Life Sciences
Oracle CRM On Demand – Release 19 Administrator Preview Guide
5
FEATURE CUSTOMER CARE ACTION REQUIRED?
ADMINISTRATOR ACTION REQUIRED?
USER ACTION REQUIRED?
IMMEDIATE USER AVAILABILITY
Life Science Offline Client � �
Mass Creation of Planned Calls �
New Assessment Type �
Book of Business Support for Samples �
Integration
Expanded Web Services Object Coverage �
Web Services Named Search Support �
Administrative Services API Enhancements �
New Data Load Attribute �
CRM On Demand to E-Business Suite Process Integration
Pack
�
Mobile and Desktop
Oracle CRM On Demand Desktop � � �
Apple iPad Support �
Security
Audit Trail �
Maximum Session Duration �
Concurrent Session Limit Options �
Enable IFRAME Embedding �
Usability
Ability to Hide and Show the Action Bar �
Ability to Count Records in a List �
Warning Messages During Advanced Search Configuration �
First, Next, Previous, and Last List Page Navigation �
Improved List Performance �
Enhanced Targeted Search �
Client Downloads
Oracle Offline On Demand � �
Oracle Outlook Email Integration On Demand � �
Oracle CRM On Demand Integration for Microsoft Office �
Oracle PIM Sync On Demand �
Oracle Notes Email Integration On Demand �
Table 1: Summary of Release Features
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Access Control
Oracle CRM On Demand provides advanced data access control that allows you to secure and share data to
support a diverse range of data access models. The various access control models available in Oracle CRM On
Demand are a combination of role-based access control, and discretionary access control like books, teams, groups
and delegation that work in conjunction with each other.
Team Role Customization for Custom Objects 1, 2, and 3
In Release 19, Custom Objects 1, 2, and 3 support team role customization. As with other record types that
support teams, you can use the Team Field Setup link in the Application Customization page for the record type to
customize the team fields, including the Team Role picklist.
For more information about customizing picklist fields, refer to the following online help topic under Application
Customization: Changing Picklist Values.
Book Support for Additional Record Types
From Release 19, Books are supported on these additional record types:
• Financial Account
• Financial Plan
• Business Plan
• Objective
• Vehicle
• Allocations
• Sample Lot
• Sample Transaction
• Inventory Period
• Inventory Audit Report
Steps to enable books on additional record types
For steps to enable books refer to the following topics under Book Management in online help: Adding Books to Record
Detail Page Layouts and Assigning Records to Books.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Analytics
CRM On Demand includes a fully interactive analytics solution that lets you gain deep insight into your business.
By combining real-time and historical reports (pre-built and ad-hoc) as well as customizable dashboards, CRM On
Demand is the only CRM solution that delivers actionable insight at the speed of business.
Enhanced Usage and Performance Tracking
CRM On Demand Release 18 introduced the Usage Tracking feature, which allowed you to report and analyze the
usage of your CRM On Demand application including user login history, application usage, and setup and
configuration. Release 19 expands this Usage Tracking functionality to give you information you can use to analyze
the performance of your CRM On Demand application, including page views and Analytics reports and
dashboards. This additional capability allows you to monitor how many times a given page has been viewed and
the average response time for displaying that page. Similarly, the performance usage for Analytics shows you how
many times a given report or dashboard was run and the average response time for executing that report.
The Usage Tracking Analysis subject area in CRM On Demand Answers was expanded to include new
performance tracking metrics and dimensions. In addition, two new prebuilt reports, Top 10 Page Views and
Analytics Performance, were added to the existing Usage Tracking section of the Reports Homepage.
Steps to enable Usage Tracking Performance
The Usage Tracking privilege, first introduced in Release 18, also controls access to the enhanced usage and
performance tracking information in Release 19, so no additional setup is needed. User roles with the Usage
Tracking privilege will have access to the expanded Usage Tracking Analysis subject area as well as the two new
prebuilt usage and performance tracking reports. However, you will not see any data in these reports until the first
usage tracking incremental ETL is completed, after the Release 19 upgrade. The usage tracking incremental ETL is
scheduled to run once per week, on the weekend. In addition, you will need to wait for the usage data to
accumulate in the application before you can begin to use it for meaningful analysis.
Opportunity Team Reporting
In Release 19, the Advanced Custom Objects subject area in CRM On Demand Answers now allows you to report
on opportunity team. This capability allows you to better manage your teams as well as to evaluate each team
member’s performance. Team Reporting will automatically be available to users with access to create reports.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Enhanced Sales Force Automation
Opportunity Hierarchy
The new opportunity hierarchy functionality allows you to relate one or more child opportunities to a parent
opportunity. This can be used for multiple components of a larger deal, multiple teams working on different
aspects of an opportunity, multiple opportunities over time and so forth.
CRM On Demand Release 19 also provides the ability to report on opportunity hierarchies in real-time reporting
and historical analytics.
Steps to enable Opportunity Hierarchy
1. Create a new Opportunity Related Information layout for Sub-Opportunities. (Admin > Application
Customization > Opportunity > Opportunity Related Information Layout.)
2. Create a new or modify an existing Opportunity Page layout, add the new Parent Opportunity fields (Step 3),
set the new Sub-Opportunities Related Information section to display (Step 4), and then select the new layout
for Sub-Opportunities (Step 5). (Admin > Application Customization > Opportunity > Opportunity Page
Layout.)
3. Modify the role(s) and select the appropriate Opportunity Page Layout that contains the Sub-Opportunities
section. (Admin > User Management and Access Control > Role Management.)
4. Update the access profiles to give access to the Sub-Opportunities related information for Opportunity
records. (Admin > User Management and Access Control > Access Profiles.)
Setup tips and considerations for Opportunity Hierarchy:
• Three new fields are available on the Application Customization pages for general use in the Oracle CRM On
Demand application: Parent Opportunity, Parent Opportunity Id, and Parent Opportunity External Unique
Id.
• If you delete a parent opportunity that has related sub-opportunities, the association between the parent and
child records is cleared, but the child opportunities remain as active records. The Parent Opportunity External
Unique ID field remains populated for the child opportunity record, in case the parent opportunity is later
restored from the Deleted Items page.
• If you associate a child opportunity with a new parent opportunity record, the Parent Opportunity ID, Parent
Opportunity, and Parent Opportunity External Unique ID fields are populated with the values for the new
parent. If the original parent record is restored, it is not re-associated to the child record.
• If a single child opportunity is deleted, the parent opportunity and any additional child opportunities remain as
active records, and the deleted child opportunity moves to the Deleted Items page. The deleted child
opportunity no longer displays in the Sub-Opportunities related information list for the parent opportunity,
but the Parent Opportunity Id, Parent Opportunity, and Parent Opportunity External Unique ID field values
remain populated on the deleted child opportunity record.
• For additional information on setting up opportunity hierarchies please refer to the CRM On Demand Online
Help.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Activity Lists
The following standard activity list filters have been changed to improve performance:
List Previous Filter New Filter
Open Activities Tasks with any status except
Completed that are assigned to you
Future appointments that are assigned
to you
Tasks assigned to you that have a blank
completed date or a completed date in the
future
Future appointments that are assigned to
you
Delegated Tasks - Completed Tasks that you created and assigned to
other users that have a status of
Completed
Tasks that you created and assigned to
other users and that have a completed date
in the past
Delegated Tasks - Open Tasks that you created and assigned to
other users that have any status except
Completed
Tasks that you created and assigned to
other users and that have a blank
completed date or a completed date in the
future
Open Tasks Tasks with any status except
Completed
Tasks on which the Completed check box is
not selected and that are due to be
completed in the next 90 days
Completed Tasks Tasks with status of Completed
Tasks that have a completed date in the
past
All Activities All activities tasks and appointments
This list has been removed
All Appointments All appointments
This list has been removed
All Tasks All tasks This list has been removed
Table 2: Changes to Activity List Filters
For additional information on working with Activity Lists please refer to the CRM On Demand Online Help.
Custom Object and Book of Business Support for Business Planning
Release 17 introduced the Business Planning object, and Release 18 added reporting capabilities with the Business
Planning real-time reporting subject area. Release 19 enhances Business Planning further with Book of Business
enablement to refine the visibility and filtering of Business Plans. A direct relationship has been built to the
Account object for the cases where one Business Plan is associated with only one Account. Additionally, Business
Plans and Objectives have relationships with all Custom Objects so that you can expand your use of the Business
Planning module. Regular configuration rules for enabling Custom Objects and enabling Books apply. To
complement the Book enablement on Business Plans and Objectives, the following objects now have Inherit
Primary as an access level option: Plan Accounts, Plan Contacts, Plan Opportunities, and Objectives.
To make Books visible on the Business Plan and Objective page layouts:
1. Go to Admin > Application Customization.
2. Choose the object to which you wish to add Books, for example, Business Plans.
3. Click the Page Layout link and edit the appropriate layout.
4. Go to Step 4: Related Information.
5. Move Books into the Available or Displayed column.
To set appropriate Book and Inherit Primary access:
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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1. Go to Admin > User Management and Access Controls > Access Profiles.
2. Click the link to edit the appropriate access profile.
3. Go to Step 2: Specify Access Levels.
4. Click the Related Information link for the record type on which you are working, for example, Business Plans.
5. Set the appropriate access level for Books, for example, Full.
6. Set the access level for Objectives, Plan Accounts, Plan Opportunities, and Plan Contacts from View to
Inherit Primary.
7. Click Finish.
Enterprise SaaS
Oracle CRM On Demand is designed to meet the performance, security and reliability requirements of the most
demanding enterprises. To better match customer needs, Oracle offers four deployment options for CRM On
Demand: Multi-Tenant, Single-Tenant Standard Edition, Single-Tenant Enterprise Edition, and @customer.
Allotment Management
Release 19 allows you to view the service allotments for your company’s instance. The various allotments that you
can view are: file allotment, record allotment, and Web service allotments (bandwidth, transaction, and concurrent
requests). You can proactively manage your allotments by configuring email alerts based on allocation thresholds
(for example, send an email when the record allocation for your company’s instance reaches 90%).
New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available for you to understand your utilization versus your allotments. If you are exceeding your allotments, we will work with you determine how and when you will conform to the service allotments. Conformance may involve optimizing your implementation or the purchase of additional capacity.
Usage Monitoring
In Release 19, you will be able to monitor the usage of files, records, and Web services utilization allotments for
your company’s instance via the CRM On Demand Administration pages. Administrators can be alerted via email
when their usage reaches a specified level (e.g. when the record usage allotments for their company’s instance has
reached x records). This allows you to control your usage and ensure you stay within your allotments.
New allotments will not be enforced upon your upgrade to Release 19. Utilization information is available to you
to understand your utilization vs. your allotments. If you are exceeding your allotments, we will work with you
determine how and when you will conform to the service allotments. Conformance may involve implementation
optimization or the purchase of additional capacity.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Extensibility
The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily
administer, customize and extend CRM On Demand.
Client Side Extensions
With Client Side Extensions (CSE), custom Web applets, custom Web tabs and global Web applets will be able to
render customer provided content directly from the CRM On Demand servers, rather than requiring customers to
provide a location themselves. Customers will be able to upload HTML, JPG, GIF, SWF and CSS files from the
CRM On Demand Application Administration pages to build up a CSE. Each uploaded file generates a unique
URL that can be referenced by other CSE or custom Web tabs and applets.
Steps to enable Client Side Extensions
1. Navigate to Admin > User Management and Access Controls > Role Management.
2. Edit the role you wish to have permission to upload a Client Side Extension.
3. Under Step 4 (Privileges), add the Customization|Upload Client Side Extensions privilege.
4. Click Finish.
5. Users with the edited role have to sign out and sign back in for the change to take effect.
6. Navigate to Admin > Application Customization > Client Side Extensions to upload files.
Setup tips and considerations for Client Side Extensions
• While maximum file upload is 20MB, keeping all uploaded files as small as possible will help ensure the best
performance.
• All uploaded files count towards the space available as part of your subscription.
• Please note that Oracle CRM On Demand Customer Care does not have access to any component of Client
Side Extensions, including uploaded files or the content contained within those files, images, or locations to
which Client Side Extensions are referenced, including custom Web tabs, custom Web applets, and global
Web applets. Therefore, the author of the Client Side Extension is responsible for maintaining and supporting
the extensions.
For additional information regarding Client Side Extensions, please refer to the CRM On Demand Online Help.
Dynamic Layouts
In Release 19, dynamic layout functionality has been extended across all custom objects, as well as the following
objects:
• Opportunity Product Revenue
• Revenue
• Asset
• Business Plan
• Objectives
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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• Sample Transaction
• Inventory Audit Report
• Allocation
• Messaging Plan
• MedEd Event
This allows you to streamline page layouts, showing users the most relevant information needed to complete their
tasks.
Steps to enable Dynamic Layouts
1. Navigate to Admin > Application Customization > [Object] > [Object] Dynamic Layout.
2. Create a new layout or edit an existing layout as you would on any other object.
3. Assign the dynamic layout to the appropriate roles via the Role Management wizard.
For additional details about dynamic layouts refer to the following online help topic: Specifying Dynamic Page Layouts.
Industry Solutions - Automotive
CRM On Demand Release 19 delivers a number of enhancements to the Automotive edition. These enhancements
affect Dealers and Vehicles in both the online application and analytics. They provide enhanced search capabilities,
the ability to manage service requests more efficiently, and the ability to report on Vehicles as part of Service
Requests.
Service Request Related Items for Vehicles
CRM On Demand Release 19 introduces Service Requests as a related information section for Vehicles. From this
section, call center users can create and manage service requests for a given vehicle directly from the Vehicle Detail
page. In addition, the Service Request custom Web applet on the Vehicle Homepage has been replaced with a
version based on this enhancement so it references Vehicles and not Assets. With these enhancements, call center
users can work more efficiently, provide better customer service, and process greater numbers of service requests
than they could before.
Steps to enable Service Request on Vehicle
1. Create a new Service Request Related Information Layout page for Service Requests, if desired.
2. Create a new or modify an existing Vehicle Page layout and set the Service Request Related Information
section to display (Step 4), and then select the new layout for Service Requests (Step 5).
3. Modify the role(s) and select the appropriate Vehicle Page Layout that contains the Service Request section.
4. Update the access profiles for the roles to give access to the Service Request related information for Vehicle.
Vehicle on Service Request
CRM On Demand Release 19 allows you to directly add a vehicle to a service request in addition to adding another
type of asset. Vehicles are available as a lookup field and its search layout is fully customizable. With this
enhancement, call center users can quickly and efficiently search for a vehicle directly from a service request and
add it to the record.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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Steps to enable Vehicle on Service Request
1. Within Service Request application customization, add the Vehicle field to the appropriate Service Request
page layout, and then assign the layout to the appropriate role.
2. The search layout defined for Vehicle will be used to locate the appropriate vehicle record.
Dealer Addresses
CRM On Demand Release 19 adds shipping and billing addresses to the Dealer object, and both are searchable.
Call center users can now quickly and easily search for specific dealers in a geographic region based on their
address when their Dealer IDs are not known. You can add these address fields to Dealer search layouts to
provide greater power and flexibility in searches. With these enhancements, you can manage Dealer records
completely and separately from Accounts, making them more powerful and usable in managing dealer networks.
Steps to enable Dealer Addresses
Within Dealer application customization, the Account shipping and billing addresses are available to be added to
both page and search layouts, which can be assigned to the appropriate roles.
Service Request Dealer Contact Relationship
In Release 19, the Contact lookup on a Service Request can now offer a list of contacts associated to a specific
Dealer, as was previously available with Accounts. This functionality is available automatically, and the Contact
filter may be changed as appropriate by the user.
Book of Business Support for Vehicles
CRM On Demand Release 19 delivers Book of Business support for Vehicles. Books are a part of the access
control system in Oracle CRM On Demand and provide an efficient method of organizing and segregating
records. With this enhancement, users can collaborate on vehicles without being team members on the record.
Using books to organize vehicles can also make record searches faster and more efficient.
Steps to enable Books for Vehicles
For steps to enable books for Vehicles, refer to the following topics under Book Management in online help: Adding
Books to Record Detail Page Layouts and Assigning Records to Books.
Vehicle on Service Request Historical Analytics
CRM On Demand Release 19 adds Vehicle as a dimension to Service Request historical analytics. With this
enhancement, Automotive and other manufacturers can produce fully detailed reports on service request activity
relating specifically to vehicles, providing greater insight and decision-making capabilities.
Industry Solutions - Financial Services
Book Support for Financial Accounts and Financial Plans
Books of Business are a part of the access control system in Oracle CRM On Demand. Books are an efficient
method of organizing and segregating records so that users can collaborate without being team members for each
record. Using books to organize your company data allows you to search for records more quickly and efficiently.
CRM On Demand Release 19 provides you the ability to batch-assign Financial Account and Financial Plan
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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records to books, use workflow to automate book assignment, or use Web services for advanced record to book
assignment.
Steps to enable books on additional record types
For steps to enable books for Financial Accounts and Financial Plans, refer to the following topics under Book
Management in online help: Adding Books to Record Detail Page Layouts and Assigning Records to Books.
Industry Solutions – Insurance
Enhancement to Policy Object
The Policy object is an existing CRM On Demand object designed to hold all types of insurance policies that are
synchronized from insurers’ back-end policy systems. The Policy object enables insurance professionals to view
the policy portfolio held by contacts, households, and business accounts.
CRM On Demand Release 19 enhances the policy object with these features:
• Audit – you can now specify which policy fields you want to track when they are modified;
• Custom object association – you can now associate policy objects with all custom objects;
• Attachment support – you can now enable Attachments;
• Book support – you can now enable Book of Business;
• Dynamic layout support – you can now enable dynamic layouts.
Steps to set up the Audit fields for the Policy object:
1. Navigate to Admin > Application Customization > Policy > Policy Field Audit Setup.
2. In the Audit Field Setup page, move fields from the Available Fields list to the Audited Fields list, as required.
3. Click Save.
Steps to enable Custom Objects in the Policy object:
1. Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or
other role that you use).
2. Click Record Type Access (Step 2).
3. Select all three check boxes next to the Custom Object.
4. Click Finish and sign out and sign in again.
5. Navigate to Admin > Application Customization > Policy Page Layout > Related Information.
6. Associate the Custom Object to Policy.
7. Click Finish and sign-out and sign in again.
8. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner
Access Profile.
9. Click Specify Access Levels (Step 2).
10. Set the access level for Policy to Read/Edit/Delete.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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11. Click the Related Information link for the Policy object and set the appropriate access level for the Custom
Object.
12. Click Finish.
Click Steps to enable Attachment in the Policy object:
1. Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or
other role that you use).
2. Click Record Type Access (Step 2).
3. Select all three check boxes next to Policy Attachment.
4. Click Finish and sign out and sign in again.
5. Navigate to Admin > Application Customization > Policy Page Layout > Related Information.
6. Associate Attachment to Policy and click Finish.
7. Sign-out and sign in again.
8. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner
Access Profile.
9. Click Specify Access Levels (Step 2).
10. Click the Related Information link next to the Policy object. (Make sure Policy object has Read/Edit/Delete
Access.)
11. Set the appropriate access level for Attachment.
12. Click Finish.
Steps to enable Books in the Policy object
1. Make sure that your role includes the Manage Books privilege.
2. Navigate to Admin > User Management and Access Controls > Role Management > Edit Administrator (or
other role that you use).
3. Click Record Type Access (Step 2).
4. Select all three check boxes next to Books.
5. Click Finish.
6. Navigate to Admin > Application Customization > Policy Page Layout > Related Information.
7. Associate Books to Policy.
8. Click Finish.
9. Navigate to Admin > User Management and Access Controls > Access Profiles > Edit Administrator Owner
Access Profile.
10. Click Specify Access Levels (Step 2).
11. Click the Related Information link next to Policy object. (Make sure Policy object has Read/Edit/Delete
Access.)
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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12. Set the appropriate access level for Books.
13. Click Finish.
14. Navigate to Admin > Company Administration > Company Profile.
15. Ensure the Enable Books, Enable Workflow, and Display Book Selector check boxes are checked.
Steps to enable dynamic layout in the Policy object:
1. Navigate to Admin > Application Customization > Policy > Policy Dynamic Layout.
2. Create a new layout or edit an existing layout for a different line of business. Associate layouts with each of the
line of business pick list values.
3. Assign the dynamic layout to the appropriate roles via the Role Management wizard.
Industry Solutions – Life Sciences
The pharmaceutical sales representative role has been transformed as the Life Sciences industry adjusts to the
changing market place, financial challenges, and patent expirations.
Life Sciences Offline Client
The Life Sciences industry continues to grow in global presence, thus servicing areas of the world that may need
remote or disconnected solutions. The integration of the CRM On Demand Offline Client with Oracle CRM On
Demand (and/or the Siebel CRM on premise offering) expands its focus with additional objects being supported
and basic administrative capabilities developed.
The Life Sciences Offline Client is licensed separately from CRM On Demand. The Life Sciences Offline Client is available for
Single-Tenant deployments only.
Mass Creation of Planned Calls
With the demand on Pharma sales representatives to maximize their volume of calls during the week, Release 19
provides the ability to create planned calls en masse. Navigation to the new Mass Create option is via the Menu on
the list pages and upon completion of the task, the sales rep is taken to a new related information section on the
calendar page. This makes for easy display of upcoming calls. Additionally, color coding allows the sales
representative to distinguish between a scheduled call and a planned call within the context of the calendar.
Steps to enable Mass Creation of Planned Calls:
1. Navigate to the Admin page > User Management and Access Controls.
2. Click the Role Management link and select the role: LS Manager, Primary Care Rep, etc.
3. Go to Step 4 Privileges for the roles for which you wish to enable Mass Call Planning.
4. Enable the Industry Specific: Life Sciences > Calls: Calendar Planned Calls privilege.
To use this feature:
1. Create either a Contact List or Account List with which you wish to work. Be sure that the list length does not
exceed 25 entries.
2. From the list page, go to the Menu > Mass Call Planning.
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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3. Select the Day of the Week and the Best Time to Call for each account or contact on the list.
4. Both Day of the Week and Best Time to Call must be selected in order to produce the Planned Call for the
account or contact.
5. Click the Finish button and the planned calls will be created by the system and the user will be driven to the
Calendar page to review the Planned Calls section.
New Assessment Type
CRM On Demand Release 19 adds a new Assessment type to support the Activity object. The enhanced user
interface of the new Assessment type includes radio buttons, sliders, and other property controls to design more
visually-appealing customer surveys.
Steps to create a new Assessment questionnaire:
1. Navigate to Admin > Content Management: Assessment Scripts.
2. Follow standard instructions for creating a new Assessment of the Type = Activity Assessment.
3. Note the new property controls on the Assessment page: Remove Comment Box and Response Control
fields.
Additional Enhancements
Additional key Release 19 features for the Life Sciences market include:
• Companies need to capture unique profile attributes associated with various relationships. The ability to
customize and extend the Account-Contact Relationship object is featured in Release 19 as a continuance of
the Release 18 work with Account-Account Relationship and Contact-Contact Relationship. To add custom
fields to the Account-Contact Relationship object:
1. Navigate to Admin > Application Customization > Account > Account Contact Field Setup.
2. Add or rename fields and then display them in the Account Contact Page Layout as appropriate.
• The Product dimension has been added to the Personalized Content Delivery subject area in On Demand
Answers so you can use it when creating custom reports.
Book of Business Support for Samples
Book enablement has been added for Samples Management objects to allow you to configure your single CRM On
Demand instance to support multiple countries with unique regulations, processes, and visibility requirements. See
listing above for objects supporting Books and how to enable.
Integration
The CRM On Demand team continues to invest in the core platform to enable customers and partners to easily
integrate CRM On Demand with other applications.
Expanded Web Services Object Coverage
Release 19 introduces expanded coverage for the CRM On Demand Web services interfaces. New child
relationships for multiple objects including Account, Contact and Opportunity are introduced in the Web services
v2.0 API.
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A new API has been introduced to provide access to Exchange Rate data via Web services. Customers now have
the ability to perform queries as well as Insert, Update, and Delete Exchange Rates and Exchange Rate History
records. This new API makes it easier than ever to keep Exchange Rate data synchronized between CRM On
Demand and other applications and data sources.
These enhancements give you more flexibility in your integrations and reduce the need to use the Web services
v1.0 API.
Web Services Primary Address Dynamic Mapping
In Release 19, a new Web service field is exposed to allow you to dynamically map, based on a specified country,
the primary address field from another system to the primary address field used by CRM On Demand. This field is
specific to Web services and is not exposed via the CRM On Demand user interface. To use the newly added field,
you need to either specify a value for it in an insert or update request, or include it in the set of fields returned in a
QueryPage request.
Web Services Named Search Support
Release 19 provides you, as a user of the Web services v2.0 API, the added option of specifying the name of a list
which has been configured in the CRM On Demand user interface as the filter criteria for a Web services query.
You are able to specify any list name which you can access via the user interface, and the API returns the set of
records which match the filter criteria of that list. There is no need to duplicate the filter criteria for the list within
your Web services client application.
A new API has also been added which provides the ability to retrieve the set of lists on a per object basis for the
logged in user. This simplifies implementation and allows Web services and list synchronization without additional
effort from your development team.
Administrative Services API Enhancements
Release 19 expands the Administrative Services APIs to provide you with additional metadata access options. New
interfaces have been added to access Currency and Industry picklist configurations. Read-only access has also been
introduced for the following set of interfaces:
• Field Management
• Customized Record Type
• Picklist
• Page Layout Field
• Page Layout Related Information
• Access Profiles
• Role Management
The read-only access allows non-administrator users to retrieve the metadata specific to their personal
configuration. Additionally, the ability to retrieve the metadata for the CRM On Demand standard configuration
has been added.
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New Data Load Attribute
Release 19 adds a bulk data load option to disable the auditing of record creation and update during import. You
can specify the new property (“disableimportaudit”) on the command line with any operation or place it in the
properties file, same as you would with any other available property for the Oracle Data Loader On Demand tool.
This property is optional and it accepts two values: “True” (in which case the audit is turned on) and “False”. The
default value is “False”. When auditing is suppressed by setting this property to “False”, the import performance
may improve for some objects.
Mobile and Desktop
Oracle CRM On Demand Desktop
Oracle CRM On Demand complements the existing capabilities that are available in the CRM On Demand
application by enabling access to and management of essential CRM information in the familiar Microsoft Outlook
environment. The user may leverage CRM On Demand Desktop to:
• Manage CRM data. Manage CRM data and link this data to CRM On Demand records directly in Outlook.
The user can manage accounts, contacts, opportunities, leads and activities (appointments and tasks) directly in
Outlook.
• Synchronize data. Perform bidirectional, incremental synchronization between CRM On Demand Desktop
and the CRM On Demand application, thus keeping the data in both applications up-to-date and consistent.
• Work while disconnected. Perform work even when disconnected from the network and bidirectionally
synchronize when you are on the network again.
CRM On Demand Desktop bridges the gap between how you work and your enterprise applications by giving you
convenient access to your key CRM data, thus increasing user adoption and productivity, with minimal training
costs.
Oracle CRM On Demand Desktop is licensed separately from CRM On Demand. CRM On Demand Desktop will be available for
single tenant deployments.
Steps to enable Oracle CRM On Demand Desktop
1. Once CRM On Demand Desktop has been purchased, Customer Care will enable the appropriate licenses
purchased and the privilege to manage CRM On Demand Desktop.
2. Navigate to the Admin page > User Management and Access Controls.
3. Click the Role Management link and edit the role that you wish to have enabled for Oracle CRM On Demand
Desktop.
4. Go to Step 4 Privileges for the role.
5. Select the Enable CRM Desktop Access privilege.
Setup tips and considerations
1. CRM Desktop has been certified with Microsoft Outlook 2007 and 2010. You must have an offline data store
enabled to store CRM On Demand data.
2. Once a role has been activated to download CRM Desktop, the number of licenses available will be
decremented by the number of users associated to that role.
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3. Administrator specific configuration documentation will be available upon Release 19 availability.
4. Distribution of custom configurations for CRM On Demand Desktop is done by role.
Refer to the client end user help for further information about the client capabilities.
Apple iPad Support
With Release 19, CRM On Demand is supported on the Apple iPad. Although most functionality already works on
the iPad with previous releases, Release 19 resolves several known issues and makes iPad support official.
However, because of certain iPad limitations (e.g. no flash support), there are a number of areas which are
automatically disabled or which have work-arounds. For more details, click the Training and Support link at the
top right of the Oracle CRM On Demand application and search for “iPad.”
Security
Audit Trail
Audit Trail has been enhanced in Release 19 to allow auditing of the creation, deletion and restoration of auditable
record types. For example, if you created an Opportunity record, you would see a record in the audit trail that
indicates that the record was created. Additionally, a new Master Audit Table has been added. This allows you, as a
privileged administrator, to view all audit trail changes across all objects on a single page. This new master table
shows field level audits as well as the new creation, deletion and restoration audits.
Auditing has been enhanced to include auditing of User records. A set of fields are defined to be audited by
default; however, a company administrator can modify and define other sets of fields to be audited based on the
needs of your business.
Finally, auditing has been extended to import requests via the Import Wizard or Oracle Bulk Loader On Demand.
By default, auditing is enabled for these requests and can be disabled; however, User record import auditing cannot
be disabled.
Steps to toggle auditing of creation, deletion and restoration of records
1. Navigate to Admin > Application Customization > [Object] > [Object] Field Audit Setup.
2. Select or deselect the Audit [Object] Record Creation or Audit [Object] Record Deletion/Restore check
boxes.
3. Click Save.
4. Changes are effective immediately for all users.
Steps to enable and use the Master Audit Table
1. Navigate to Admin > User Management and Access Controls > Role Management > Edit [the role you wish
to give Master Audit Table access to] > Step 4 Privileges.
2. Select the Access Master Audit Table privilege and click Finish.
3. Users with the edited role will have to sign out and sign back for the changes to take effect.
4. Navigate to Admin > Company Administration > Master Audit Table.
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Steps to Provide Capability to Disable Auditing on Import Requests
1. Navigate to Admin > User Management and Access Controls > Role Management.
2. Assign the following privilege to the appropriate role: Manage Record Auditing for Imports.
3. Click Finish.
To Disable Auditing for Import Wizard Request
4. In Step 1 of the Import Data assistant, select the Disable record auditing during Import check box.
To Disable Auditing for Oracle Bulk Loader On Demand
1. Option 1: Add the –disableimportaudit parameter to the command line request.
2. Option 2: Add the disableimportaudit=True to the property file.
• Note: Users can only successfully disable auditing if the user role has the Manage Record Auditing for Imports
privilege.
Maximum Session Duration
You can now set the maximum duration for a session, even if the session is active. This will impact both
interactive and Web service sessions. Once the maximum session duration is reached for interactive sessions, the
user will be required to re-authenticate before continuing. Once the maximum session duration is reached for Web
Services, the session is terminated and the Web Service client will need to log in to establish a new session.
Steps to modify Maximum Session Duration
1. Navigate to Admin > Company Administration > Sign In and Password Control.
2. Under the Sign In and Password Control section, modify the Maximum Session Duration In Hours field.
Concurrent Session Limit Options
You can now choose how concurrent sessions should be handled. You will be able to choose one of the following
three options:
• Allow concurrent sessions without notification (current Release 18 behavior).
• Allow concurrent sessions with notification (existing session will be notified when another session with the
same User Sign In ID logs in).
• Prevent concurrent sessions by terminating the existing session (a subsequent login when a session already
exists for the User Sign In ID will be allowed, however the previous session will be terminated).
These options provide you more control and allow you to more effectively manage your sessions.
Steps to modify Concurrent Session Limit
1. Navigate to Admin > Company Administration > Sign In and Password Control.
2. Under the Additional Information section, modify the Concurrent Session Option drop-down list.
Enable IFRAME Embedding
You can now control whether or not Oracle CRM On Demand pages can be embedded in an iframe on another website. Due to security reasons, by default, this setting is unchecked.
Steps to modify IFRAME Embedding
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1. Navigate to Admin > Company Administration > Company Profile.
2. Under the Company Security Settings section, select or deselect the Enable IFRAME embedding check box.
Usability
Usability is a critical success factor for any CRM deployment. The CRM On Demand team continually focuses on
improving usability in order to facilitate increased user adoption and greater user productivity. Release 19 delivers
many important usability enhancements.
Ability to Hide and Show the Action Bar
The Action bar can be hidden to increase real estate on your screen. The Action bar will remain hidden for the
length of your session or until you choose to show it again. Custom applets or other dynamic updates in existing
sections of the Action bar are not affected. If there are no sections displayed for your Action bar, it will remain
hidden.
Steps to hide the Action bar
1. When the action bar is visible, the Hide bar appears when your pointer is resting in the space between the
Action bar and the main page section.
2. Click the Hide bar to hide the Action bar.
Steps to show the hidden Action Bar
1. The Show bar appears when your pointer is resting in the space between the left edge of the browser window
and the main page section.
2. Click the Show bar to display the Action bar.
Ability to Count Records in a List
Release 19 adds a new menu option called Record Count to the list page for all record types. This option lets you
count records in a list up to 1000 records. If there are over 1000 records in the list, this will be noted in a message
to the user.
Warning Messages During Advanced Search Configuration
Whenever you specify advanced search criteria, the application will guide you with warning messages so you can
configure search criteria using optimizations built into the application. This will help maximize your search
performance.
First, Next, Previous, and Last List Page Navigation
You can navigate directly to the first, next, previous or last page in a list with easy-to-use video-like controls for list
navigation. These navigation controls offer more flexibility in list navigation and allow you to work with records
more easily.
Improved List Performance
In-place list refresh improves the performance of navigating through list pages by only updating the list section
instead of updating the whole application page.
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Enhanced Targeted Search
Release 19 allows you to prefix your search criteria with an equal to (=) operator to search for an exact match. The
equal to operator can be prefixed in fields with all simple data types except picklist fields and fields with the
PHONE data type. If the equal to operator is not specified, the Targeted Search criteria are always appended with
a wildcard that results in a wider than necessary search when you are looking for exact matches.
Client Downloads
Although Release 19 upgrade does not require new client downloads, it is recommended you upgrade to the latest
desktop integration clients listed below:
• Oracle Offline On Demand
• Oracle Outlook Email Integration On Demand
• Oracle Notes Email Integration On Demand
• Oracle CRM On Demand Integration for Microsoft Office
• Oracle PIM Sync On Demand
Please review the most current Oracle CRM On Demand Product Release Notes which may contain additional
information on client downloads.
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Training and Support Center
The Training and Support Center portal makes it easy for you to pinpoint the training resources and support that
you need—depending on your job role, your level of expertise with the product, and the phase of using CRM On
Demand.
� The Support tab provides alerts and notifications specific to your application environment.
� The Get Started tab lists resources based on your specific role together with resources aimed at helping you
get the most out of your first 30 days with CRM On Demand.
� The Learn More tab outlines information in key topic areas, like administration, integration, and reports. Go
to this tab to get the resources you need to move beyond the basics.
� The Release Info tab contains information specific to the current and upcoming releases of CRM On
Demand. Access this tab to prepare for upgrades to your CRM On Demand application.
� The Best Practices tab contains a compilation of knowledge gained by experts that work with CRM On
Demand day in and day out. Access this knowledge to benefit from their vast experience.
� The Communities tab offers connections to others in the CRM On Demand community through forums,
communities, blogs, and more.
Quick Links
Use the Quick Links, located in the blue bar under the tabs, to zero in on specific resources:
• The Browse Training link opens the training catalog. From that page, you can see the instructor-led training,
Webinars, quick guides, use cases, and tools available to you.
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• The Browse Knowledge link takes you to our knowledge base, where you can get answers to frequently asked
questions.
• The Submit a Service Request link directs you to My Oracle Support, where you can log a service request.
• The Web Services Library provides simple APIs and a link to Oracle Sample Code, where you can get samples
to help you build custom integrations.
• The Add-On Applications link allows access to our downloadable applications, which extend the functionality
of CRM On Demand.
• The Templates and Tools link provides access to resources that can help you design and configure CRM On
Demand to meet your company's specific needs.
Search
Use the Search box to find resources across the entire Training and Support Center based on keywords or Doc
IDs. For example, searching on Analytics will capture instructor-led training (Advanced Analytics Workshop),
Webinars, FAQs, and best practices for optimizing analytics performance.
Access
To access the portal, click the Training and Support link in the upper right of any page in CRM On Demand.
Additional Resources
Before you begin setting up the new Oracle CRM On Demand Release 19 features for your company, here are
some excellent resources that can assist you.
Online Help
Online help is a resource for all users. From each page in Oracle CRM On Demand, you can click the Help link to
view information specific to that page. Check online help to review field descriptions or find instructions on how
to perform tasks.
On Demand Documentation on OTN
You can retrieve CRM On Demand documentation on the Oracle Technology Network. The documentation
library includes PDFs of translated online help content, as well as various configuration and administration guides.
You can view the documentation library here:
http://www.oracle.com/technetwork/documentation/siebelcrmod-096050.html
Contact Customer Care
Our experienced On Demand Customer Care team is ready to help you with any of your Oracle CRM On
Demand Release 19 questions or issues.
Please use one of the following toll-free numbers based on your location:
• United States & Canada
• Toll Free: 866-853-8521
• Toll: 801-258-2456
Oracle CRM On Demand – Release 19 Administrator Preview Guide
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• Australia: 0011-800-08538521
• China: 10800.130.1178
• China Alternate: 86.800.810.0366
• Belgium: 0800-7-5630
• France: 00-800-08538521
• Germany: 00-800-08538521
• Hong Kong: 001-800-08538521
• India: 000-800-100-1148
• Indonesia: 001-803-1-002-0896
• Italy: 00-800-08538521
• Japan: 010-800-08538521
• Korea: 00798-1-1-002-0896
• Luxemburg: 800-2-6576
• Malaysia: 1-800-81-3753
• Mexico: 001-866-678-9037
• Netherlands: 0800-022-6451
• New Zealand: 0800-447171
• Pakistan: 00-800-01-001-866-435-7705
• Philippines: 1800-1-111-0178
• Spain: 00-800-08538521
• Singapore: 001-800-08538521
• Taiwan: 00801-10-4139
• Thailand: 001-800-11-002-0896
• Sri Lanka Colombo: 2-430-430-866-435-7705
• Sri Lanka (outside Colombo): 112-430-430-866-435-7705
• United Kingdom: 00-800-08538521
• Vietnam: 1-201-0288-866-435-7705
Important Dialing Instructions
All numbers listed above for countries outside of the United States & Canada are UIFN (Universal International
Freephone Numbers). Please dial all numbers exactly as listed. These numbers are Freephone and subsequently
will not cause any charges to our customers.
CRM On Demand
Release 19
Administrator Preview Guide
April 2011
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Worldwide Inquiries:
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