R12 Oracle Sales Fundamentals Ed 1 LVC (Student Guide)

R12 Oracle Sales Fundamentals Ed 1 Student Guide

D48123GC10

Edition 1.0

May 2007

D50216

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Copyright 2007, Oracle. All rights reserved. This document contains proprietary information and is protected by copyright and other intellectual property laws. You may copy and print this document solely for your own use in an Oracle training course. The document may not be modified or altered in any way. Except where your use constitutes "fair use" under copyright law, you may not use, share, download, upload, copy, print, display, perform, reproduce, publish, license, post, transmit, or distribute this document in whole or in part without the express authorization of Oracle. The information contained in this document is subject to change without notice. If you find any problems in the document, please report them in writing to: Oracle University, 500 Oracle Parkway, Redwood Shores, California 94065 USA. This document is not warranted to be error-free. If this documentation is delivered to the United States Government or anyone using the documentation on behalf of the United States Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS The U.S. Governments rights to use, modify, reproduce, release, perform, display, or disclose these training materials are restricted by the terms of the applicable Oracle license agreement and/or the applicable U.S. Government contract. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

Authors

Krishna Subhaga, Judy Wood

Technical Contributors and Reviewers

Donna Johnson, Robert Carini, Ralph Mock, Nuzhath Shereen

This book was published using: oracletutor

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Copyright Oracle, 2007. All rights reserved.

R12 Oracle Sales Fundamentals Ed 1 Table of Contents i

Table of Contents

Overview of Lead to Order Process ...............................................................................................................1-1 Overview of Lead to Order Process...............................................................................................................1-3 Objectives ......................................................................................................................................................1-4 Oracle E-Business Suite ................................................................................................................................1-5 Enterprise Roles in Sales Flow......................................................................................................................1-7 Two Types of Customer Relationships..........................................................................................................1-8 Oracle Sales Flow..........................................................................................................................................1-9 Oracle Sales Flow: Sales Campaigns.............................................................................................................1-10 Oracle Sales Flow: Capture/Convert Leads...................................................................................................1-11 Oracle Sales Flow: Manage Opportunities ....................................................................................................1-12 Oracle Sales Flow: Create Forecast ...............................................................................................................1-13 Oracle Sales Flow: Prepare Proposal.............................................................................................................1-14 Oracle Sales Flow: Prepare Quote .................................................................................................................1-16 Oracle Sales Flow: Place Order .....................................................................................................................1-18 Oracle Sales Flow: Close Opportunity ..........................................................................................................1-20 Oracle Sales Flow: Submit Forecast..............................................................................................................1-21 Summary........................................................................................................................................................1-22

Overview of Sales Products.............................................................................................................................2-1 Overview of Sales Products...........................................................................................................................2-3 Objectives ......................................................................................................................................................2-4 Oracle Sales ...................................................................................................................................................2-5 Oracle Sales: Key Features............................................................................................................................2-7 Oracle Sales: Benefits....................................................................................................................................2-11 Oracle TeleSales ............................................................................................................................................2-12 Oracle Quoting ..............................................................................................................................................2-14 Oracle Proposals ............................................................................................................................................2-16 Oracle Territory Manager ..............................................................................................................................2-17 Oracle Sales Contracts...................................................................................................................................2-18 Oracle iStore..................................................................................................................................................2-19 Oracle Incentive Compensation.....................................................................................................................2-21 Oracle Sales Offline.......................................................................................................................................2-22 Oracle Sales for Handhelds ...........................................................................................................................2-23 Sales Dashboard ............................................................................................................................................2-24 Mandatory Dependencies ..............................................................................................................................2-26 Summary........................................................................................................................................................2-28

Sales Security ...................................................................................................................................................3-1 Sales Security ................................................................................................................................................3-3 Objectives ......................................................................................................................................................3-4 What Are Resources? ....................................................................................................................................3-5 What Is Resource Manager? ..........................................................................................................................3-7 Resource Manager Key Terms ......................................................................................................................3-8 Define Role Types .........................................................................................................................................3-10 Define Roles ..................................................................................................................................................3-11 Define Roles: Role Attributes........................................................................................................................3-12 Create a Salesperson Automatically ..............................................................................................................3-14 Create a Salesperson Manually......................................................................................................................3-15 Create a Salesperson Manually: Roles and Groups Tabs ..............................................................................3-17 Create a Salesperson Manually: Receivables Tab .........................................................................................3-18 User Responsibilities .....................................................................................................................................3-20 Modify Resource: Roles, Groups, and Teams Tabs ......................................................................................3-21 Define Resource Groups Overview ...............................................................................................................3-23

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents ii

Define Resource Groups................................................................................................................................3-25 Resource Roles, Groups Roles, and Group Member Roles ...........................................................................3-26 Group Hierarchy............................................................................................................................................3-28 Resource Teams Overview............................................................................................................................3-30 Define Resource Teams.................................................................................................................................3-32 Sales Teams ...................................................................................................................................................3-34 Customer Access Security .............................................................................................................................3-35 Opportunity Access Security .........................................................................................................................3-37 Lead Access Security.....................................................................................................................................3-39 Additional Security Access............................................................................................................................3-40 Forecast Security ...........................................................................................................................................3-42 Enabling Multi-Organization Access.............................................................................................................3-44 Summary........................................................................................................................................................3-46

Oracle TeleSales...............................................................................................................................................4-1 Oracle TeleSales ............................................................................................................................................4-3 Objectives ......................................................................................................................................................4-4 Oracle TeleSales ............................................................................................................................................4-5 Oracle Sales and Oracle TeleSales Interoperability.......................................................................................4-7 Differences Between Oracle TeleSales and Oracle Sales ..............................................................................4-9 Additional Differences Between Oracle TeleSales and Oracle Sales ............................................................4-12 Further Differences Between Oracle TeleSales and Oracle Sales .................................................................4-14 Multi-Org Access ..........................................................................................................................................4-16 Set Up Universal Work Queue ......................................................................................................................4-17 Enable Interaction Tracking and Wrap-up.....................................................................................................4-18 Scripting ........................................................................................................................................................4-20 Summary........................................................................................................................................................4-21

Leads Management..........................................................................................................................................5-1 Leads Management........................................................................................................................................5-3 Objectives ......................................................................................................................................................5-4 Define Leads Management ............................................................................................................................5-5 Leads from Multiple Sources.........................................................................................................................5-7 Capturing and Cleansing Leads .....................................................................................................................5-9 Import Lead Process ......................................................................................................................................5-10 Data Quality Management (DQM)................................................................................................................5-11 Setting Profiles for the Concurrent Program .................................................................................................5-12 Customer Data Quality ..................................................................................................................................5-14 Leads Data Quality ........................................................................................................................................5-15 Interaction Mining Engine.............................................................................................................................5-16 Functioning of the Interaction Mining Engine...............................................................................................5-17 Mining Behavior of Engine ...........................................................................................................................5-18 Linking Interactions to Existing Leads..........................................................................................................5-19 Linking Interactions without Leads ...............................................................................................................5-20 Processing Leads ...........................................................................................................................................5-21 Lead Processing Engines ...............................................................................................................................5-22 Components of an Engine..............................................................................................................................5-23 Set Up Lead Qualification .............................................................................................................................5-25 Set Up Lead Rating........................................................................................................................................5-27 Set Up Channel Selection ..............................................................................................................................5-28 Set Up Lead Assignment ...............................................................................................................................5-29 Set Profiles for Automatic Lead Assignment ................................................................................................5-30 Set Up Lead Statuses .....................................................................................................................................5-32 Convert Lead to Opportunity.........................................................................................................................5-33 Summary........................................................................................................................................................5-35

Opportunity Management ..............................................................................................................................6-1 Opportunity Management..............................................................................................................................6-3

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents iii

Objectives ......................................................................................................................................................6-4 Opportunity Management Overview .............................................................................................................6-5 Product Hierarchy..........................................................................................................................................6-7 Set Up Competitor Information .....................................................................................................................6-8 Set Up Opportunity History Tracking ...........................................................................................................6-9 Set Up Win Probabilities ...............................................................................................................................6-11 Sales Methodology and Components ............................................................................................................6-12 Set Up Sales Methodologies..........................................................................................................................6-13 Set Up Sales Stages .......................................................................................................................................6-15 Set Up Sales Coach........................................................................................................................................6-16 Use a Sales Methodology ..............................................................................................................................6-18 Sales Funnel on the Sales Dashboard ............................................................................................................6-20 Define the Sales Funnel .................................................................................................................................6-21 Enable Currency Conversion.........................................................................................................................6-22 Set Up Opportunity Statuses..........................................................................................................................6-23 Create an Opportunity ...................................................................................................................................6-25 View Opportunity History .............................................................................................................................6-26 Set Opportunity Profile Options ....................................................................................................................6-27 Summary........................................................................................................................................................6-29

Forecasting in Oracle Sales.............................................................................................................................7-1 Forecasting in Oracle Sales ...........................................................................................................................7-3 Objectives ......................................................................................................................................................7-4 Overview of Sales Forecasting ......................................................................................................................7-5 Ways to Forecast in Oracle Sales ..................................................................................................................7-6 Forecasting Terminology...............................................................................................................................7-7 Set Up Forecast Categories............................................................................................................................7-9 Set Up Forecast Category Mappings .............................................................................................................7-10 Set the Defaults for Forecast Amounts ..........................................................................................................7-11 Forecast Categories and Product Hierarchy...................................................................................................7-12 Mapping Forecast Categories to Product Hierarchies....................................................................................7-14 Set Up Web ADI to Enable Forecast Opportunity Export.............................................................................7-15 Set Forecasting Profile Options .....................................................................................................................7-17 Forecasting as a Sales Manager .....................................................................................................................7-19 Forecasting as a Sales Administrator.............................................................................................................7-20 Forecast Page.................................................................................................................................................7-21 Summary........................................................................................................................................................7-23

Sales Supplements in Oracle Sales .................................................................................................................8-1 Sales Supplements in Oracle Sales ................................................................................................................8-3 Objectives ......................................................................................................................................................8-4 Sales Supplements Overview ........................................................................................................................8-5 Sales Supplement Hierarchy..........................................................................................................................8-6 Components and Responses ..........................................................................................................................8-7 Create Sales Supplement Template ...............................................................................................................8-8 Using Sales Supplements in Oracle Sales......................................................................................................8-9 Set Up Sales Coaches ....................................................................................................................................8-10 Set Up Account Plans ....................................................................................................................................8-11 Setting Up Strategic Information...................................................................................................................8-12 Summary........................................................................................................................................................8-13

Territories ........................................................................................................................................................9-1 Territories ......................................................................................................................................................9-3 Objectives ......................................................................................................................................................9-4 Oracle Territory Manager ..............................................................................................................................9-5 What Is a Territory?.......................................................................................................................................9-7 Role Based Security.......................................................................................................................................9-8 Multi-Org Access ..........................................................................................................................................9-9

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents iv

Enable Matching Attributes...........................................................................................................................9-10 Set Up Export to Excel ..................................................................................................................................9-11 Load Geographic Data...................................................................................................................................9-12 Named Account Territory Alignment............................................................................................................9-13 Set Up Alignment ..........................................................................................................................................9-14 Territory Types..............................................................................................................................................9-15 Creating Self Service Geographic Territories................................................................................................9-16 Geography Creation (Cont'd).........................................................................................................................9-17 Creating a Named Account Self-Service Territory........................................................................................9-19 Named Account Creation (Cont'd) ................................................................................................................9-20 Add Named Accounts....................................................................................................................................9-23 Organizations or Sites....................................................................................................................................9-24 Steps to Using Spreadsheet............................................................................................................................9-25 Customer Name + Postal Code......................................................................................................................9-26 Concurrent Programs.....................................................................................................................................9-27 Run Territory Assignment .............................................................................................................................9-29 Set Up Real-Time Assignment ......................................................................................................................9-30 Set Parallel Workers ......................................................................................................................................9-32 Summary........................................................................................................................................................9-33

Oracle Proposals ..............................................................................................................................................10-1 Oracle Proposals ............................................................................................................................................10-3 Objectives ......................................................................................................................................................10-4 Overview of Oracle Proposals .......................................................................................................................10-5 Understanding Proposals ...............................................................................................................................10-6 Key Features..................................................................................................................................................10-7 Key Features with Integrations......................................................................................................................10-9 Conditional Dependencies .............................................................................................................................10-11 Configuring Oracle Proposals........................................................................................................................10-13 Key Elements of a Proposal: Template Categories........................................................................................10-15 Key Elements of a Proposal: Dynamic Fields ...............................................................................................10-16 Quoting Dynamic Fields in Proposals ...........................................................................................................10-17 Set Up User-Defined Dynamic Fields ...........................................................................................................10-18 Key Elements of a Proposal: Set Up Proposal Components..........................................................................10-20 Create Proposal Components.........................................................................................................................10-21 Key Elements of a Proposal: Templates ........................................................................................................10-22 Templates: Multi-Language Functionality ....................................................................................................10-23 Working with Proposal Templates from Campaign Activities ......................................................................10-24 RTF Files: Overview .....................................................................................................................................10-25 Create Proposals ............................................................................................................................................10-27 Working with Proposals ................................................................................................................................10-29 Generating a Proposal....................................................................................................................................10-31 Set Profile Options.........................................................................................................................................10-32 Summary........................................................................................................................................................10-35

Quoting with Sales Contracts and Incentive Compensation........................................................................11-1 Quoting with Sales Contracts and Incentive Compensation..........................................................................11-3 Objectives ......................................................................................................................................................11-4 Overview of Oracle Quoting .........................................................................................................................11-5 Quoting Key Features....................................................................................................................................11-6 Quote Status and Transitions .........................................................................................................................11-9 Set Up Quote Status.......................................................................................................................................11-10 Quoting Parameters .......................................................................................................................................11-11 Set Up Quoting Parameters ...........................................................................................................................11-13 Set Up Account Creation Requirements ........................................................................................................11-15 Set Up TCA SmartMatch ..............................................................................................................................11-16 Defaulting Rules ............................................................................................................................................11-17 Components of a Defaulting Rule .................................................................................................................11-18

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents v

Set Up Defaulting Rules ................................................................................................................................11-20 Quoting and Sales Contracts Integration .......................................................................................................11-21 Contract Terms Library Setup .......................................................................................................................11-22 Authoring Contract Terms.............................................................................................................................11-23 Validation of Contract Terms ........................................................................................................................11-24 Enabling Sales Contracts in Quoting .............................................................................................................11-25 Quoting and Incentive Compensation Integration .........................................................................................11-27 Sales Credit Allocation..................................................................................................................................11-28 Sales Credit Allocation Rules........................................................................................................................11-29 Sales Credit Allocation - Eligibility...............................................................................................................11-30 Set Up Sales Credit Allocation ......................................................................................................................11-31 Projected Commission...................................................................................................................................11-33 Set Up Projected Commission .......................................................................................................................11-35 Create a Quote ...............................................................................................................................................11-37 Mandatory Dependencies for Oracle Quoting ...............................................................................................11-38 Set Up Oracle Quoting Profile Options .........................................................................................................11-40 Summary........................................................................................................................................................11-41

Sales for Handhelds and Sales Offline ...........................................................................................................12-1 Sales for Handhelds and Sales Offline ..........................................................................................................12-3 Objectives ......................................................................................................................................................12-4 Overview of Oracle Sales for Handhelds ......................................................................................................12-5 Outlook Synchronization...............................................................................................................................12-6 Synchronization Devices ...............................................................................................................................12-7 Alerts .............................................................................................................................................................12-8 Implementing the Connected Browser ..........................................................................................................12-9 Implementing Outlook Synchronization........................................................................................................12-11 Overview of Oracle Sales Offline..................................................................................................................12-14 Sales Offline Profile Options.........................................................................................................................12-16 Date Picker ....................................................................................................................................................12-19 Product Dependencies/Prerequisites..............................................................................................................12-20 Summary........................................................................................................................................................12-21

OA Framework Personalization in Oracle Sales ..........................................................................................13-1 OA Framework Personalization in Oracle Sales ...........................................................................................13-3 Objectives ......................................................................................................................................................13-4 Personalize the User Interface .......................................................................................................................13-5 Personalization Examples..............................................................................................................................13-6 Personalization Levels ...................................................................................................................................13-7 Sales Dashboard Page Personalization ..........................................................................................................13-8 Personalizations for Customers (Org and Person) ........................................................................................13-10 Personalize the Lead, Opportunity, Contact, and Customer Pages...............................................................13-12 Personalize the Forecasting Page...................................................................................................................13-14 Personalize Customer and Contact Searches .................................................................................................13-15 Personalize Lead and Opportunity Searches..................................................................................................13-17 Personalize at the Region Level ....................................................................................................................13-18 Personalize the Sales Funnel .........................................................................................................................13-19 Summary........................................................................................................................................................13-20

Opportunity Reports .......................................................................................................................................14-1 Opportunity Reports ......................................................................................................................................14-3 Objectives ......................................................................................................................................................14-4 Opportunity Reports ......................................................................................................................................14-5 Implement Reports: Profile Options ..............................................................................................................14-8 Implement Reports: Lookups ........................................................................................................................14-9 Implement Reports: Run Concurrent Program ..............................................................................................14-10 Accessing Reports .........................................................................................................................................14-11 Summary........................................................................................................................................................14-12

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents vi

Appendix - Product Catalog ...........................................................................................................................15-1 Appendix - Product Catalog ..........................................................................................................................15-3 Objectives ......................................................................................................................................................15-4 Product Lifecycle Management .....................................................................................................................15-5 Setting Up Product Catalog for Sales ............................................................................................................15-6 Setting Up Product Catalog for Sales (Cont'd) ..............................................................................................15-7 Summary........................................................................................................................................................15-8

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents vii

Preface

Profile

Before You Begin This Course

Working experience with implementing Oracle Sales products

Prerequisites

You must have a working knowledge of the following modules of the Oracle E-Business Suite before you take this course:

Oracle Trading Community Architecture

Oracle Multiple Organizations

Oracle Marketing

Common CRM Components Calendar, Notes, Tasks

How This Course Is Organized

R12 Sales Fundamentals 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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R12 Oracle Sales Fundamentals Ed 1 Table of Contents viii

Related Publications

Oracle Publications Title Part Number

Oracle Sales Implementation Guide B25231-02

Oracle Sales User Guide B25230-02

Oracle TeleSales Implementation Guide B25228-03

Oracle TeleSales User Guide B25229-01

Oracle Sales Offline Implementation Guide B40042-01

Oracle Sales Offline User Guide B40049-01

Oracle Sales for Handhelds Implementation Guide B25170-01

Oracle Sales for Handhelds User Guide B25169-01

Oracle Quoting Implementation Guide B28002-02

Oracle Quoting User Guide B28003-03

Oracle Proposals Implementation Guide B25112-02

Oracle Proposals User Guide B25111-02

Oracle Leads Management Implementation and Administration Guide B28361-04

Additional Publications

System release bulletins

Installation and users guides

Read-me files

International Oracle Users Group (IOUG) articles

Oracle Magazine

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents ix

Typographic Conventions

Typographic Conventions in Text Convention Element Example Bold italic Glossary term (if

there is a glossary) 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)

Italic Emphasized words and phrases, titles of books and courses, variables

Do not save changes to the database. For further information, see Oracle7 Server SQL Language Reference Manual. Enter [email protected], where user_id is the name of the user.

Quotation marks

Interface elements with long names that have only initial caps; lesson and chapter titles in cross-references

Select Include a reusable module component and click Finish. This subject is covered in Unit II, Lesson 3, Working with Objects.

Uppercase 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.

Arrow Menu paths Select File > Save. Brackets Key names Press [Enter]. Commas Key sequences Press and release keys one at a time:

[Alternate], [F], [D] Plus signs Key combinations Press and hold these keys simultaneously: [Ctrl]+[Alt]+[Del]

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents x

Typographic Conventions in Code Convention Element Example Caps and lowercase

Oracle Forms triggers

When-Validate-Item

Lowercase Column names, table names

SELECT last_name FROM s_emp;

Passwords DROP USER scott IDENTIFIED BY tiger;

PL/SQL objects OG_ACTIVATE_LAYER (OG_GET_LAYER (prod_pie_layer))

Lowercase italic

Syntax variables CREATE ROLE role

Uppercase SQL commands and functions

SELECT userid FROM emp;

Typographic Conventions in Oracle Application Navigation Paths

This course uses simplified navigation paths, such as the following example, to direct you through Oracle Applications.

(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve

This simplified path translates to the following:

1. (N) From the Navigator window, select Invoice then Entry then Invoice Batches Summary.

2. (M) From the menu, select Query then Find.

3. (B) Click the Approve button.

Notations:

(N) = Navigator

(M) = Menu

(T) = Tab

(B) = Button

(I) = Icon

(H) = Hyperlink

(ST) = Sub Tab

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R12 Oracle Sales Fundamentals Ed 1 Table of Contents xi

Typographical Conventions in Oracle Application 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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R12 Oracle Sales Fundamentals Ed 1 Table of Contents xii

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Overview of Lead to Order Process Chapter 1 - Page 1

Overview of Lead to Order Process Chapter 1

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Overview of Lead to Order Process

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Objectives

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Oracle E-Business Suite

Oracle E-Business Suite

The Oracle E-Business Suite automates every aspect of your business - every department and every function - within your company: marketing, sales, support, finance, human resources, consulting, education, engineering, and so on. It automates functions that include procurement, order management, contracting, projects, supply chain, alliances, and many others. Oracles goals in engineering this automation were to:

Integrate all corporate data and processes within a single database To use only standard tools (HTML, Java, XML, and the Oracle database) To accommodate all essential business processes while eliminating any need for

customization To use the Business Process Execution Language (BPEL) to provide a map between

applications to orchestrate how the services created by an application should be used by other applications.

The best of breed approach attempts to automate processing within departments but Oracle E-Business Suite automates within and across departments to accommodate complete business flows.

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The major flows the suite is engineered to support include: Campaign to Cash Problem to Resolution Order to Cash Procure to Pay Accounting to Financial Reporting People to Paycheck Forecast to Demand Demand to Build Project Proposal to Project Develop to Launch

The suite also offers industry-specific modules and an information architecture which supports integration with complementary business systems. In this course, we will be learning about the objects that are part of the Campaign to Cash flow. This flow has the following sub-flows:

Campaign to Lead Lead to Opportunity Opportunity to Quote Quote to Order Order to Cash

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Enterprise Roles in Sales Flow

Enterprise Roles in Sales Flow

There are several enterprise roles in the Oracle E-Business Suite sales flow: Sales Manager

A sales manager is the administrative professional in charge of sales campaigns and the overall sales plan of an organization.

Sales Administrator The Sales Administrator role enables a sales group member (such as an administrative assistant, or other support team member) to have access to all leads, opportunities, customers, and contacts to which the manager of the sales group has access.

Sales Representative A sales representative, also known as a sales agent, typically answers customer inquiries online, in person, or via telephone. This person may also set up quotes, proposals, and perform some administrative tasks with opportunities and leads.

TeleSales Agent A telesales agent is a sales representative who interacts with the customer via telephone. This person, for example, would use Oracle TeleSales to interact with customers.

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Two Types of Customer Relationships

Two Types of Customer Relationships

Customers for an industry can be both end consumers as well as organizations. Selling to customers who are the end users of a product or service (known as B2C selling) can require the same support for complex selling processes as is required when selling to organizations (known as B2B selling). Oracle Sales provides a complete solution for managing leads, opportunities and customer information for both kinds of transactions.

Scenarios supported in Oracle Sales Oracle Sales can be configured to support B2B only scenarios, B2C only scenarios, and blended scenarios where both B2B and B2C features are enabled. The B2B features are enabled out of the box and an implementing organization may use OA personalization to enable product features to suit B2C only or blended scenarios. The E-Business Suite uses a common data model (Trading Community Architecture) for addressing both types of relationships.

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Oracle Sales Flow

Oracle Sales Flow

The following are examples of scenarios within the sales flows: Customers show interest and change their mind, therefore a lead does not progress to an

opportunity. A telesales campaign prompts telesales agents to make outbound calls; the lead is

generated and converted to an opportunity. A customer adds information to an iStore shopping cart and requests a quote from a sales

person. Note there can be many different variations to the sales flow.

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Oracle Sales Flow: Sales Campaigns

Oracle Sales Flow: Sales Campaigns

The Sales Dashboard is a tool for sales managers to: Create and execute Sales Campaign Schedules Explore the install base and historical customer data Mine the data for cross-sell and up-sell opportunities Distribute supporting sales kits to sales users Review the leads generated from the sales campaign schedule

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Oracle Sales Flow: Capture/Convert Leads

Oracle Sales Flow: Capture/Convert Leads

A lead is an expressed customer interest that a sales agent uses to determine whether there is potential for a sales opportunity. Leads are intended to capture the initial contact with potential or existing customers, gathering just enough information to inform a sales organization whether there is sufficient interest on behalf of the buyer to make a lead worth pursuing.

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Oracle Sales Flow: Manage Opportunities

Oracle Sales Flow: Manage Opportunities

An opportunity is a sales deal that can be forecast. Opportunity management is used to track information about the products a customer has expressed an interest in buying. Opportunities differ from leads because the expected revenue from the sale can be tracked, as can the likelihood of closing the deal. Opportunities can also be used as the basis for allocating sales credits towards quotas, and quotes can be created from them.

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Oracle Sales Flow: Create Forecast

Oracle Sales Flow: Create Forecast

Forecasting is a quantitative tool used to predict the amount of sales for a specified time period. Forecasting can be used by individual sales representatives or in a consolidated form by managers, to commit the amount of sales they predict will close by the end of the forecasting period.

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Oracle Sales Flow: Prepare Proposal

Oracle Sales Flow: Prepare Proposal

You create proposals to position a product or service as a possible solution to a customers business need. The creation of proposals is based on pre-determined templates, allowing you to use pre-existing content, and standardized document layouts, as well as information stored in the database during the sales cycle. Proposals can be created from:

The Proposals page A quote in the Quote Details page An opportunity in Oracle TeleSales or Oracle Sales A customer in Oracle TeleSales or Oracle Sales A lead in Oracle Sales

If a proposal is created from a quote, opportunity, customer, or lead the corresponding information is carried over from the source object to the proposal. If the proposal is created standalone from Oracle Proposals, the information must be manually entered.

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To create a proposal, select a template from a list of templates that an administrator has provided and configure the proposal details.

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Oracle Sales Flow: Prepare Quote

Oracle Sales Flow: Prepare Quote

Quoting functionality provides sales agents with the ability to communicate prices, discounts, and special offers associated with an item which is part of a sale. Oracle Quoting calculates and stores pricing for each item, estimates associated shipping and tax costs, and passes the information to Order Management at order placement. Order Management then determines fulfillment of the order. Assumptions: There are a number of processes that can precede this flow:

Lead to Opportunity in TeleSales or Sales Inbound call to Lead for TeleSales Outbound call to Lead related to Sales Campaign Shopping Cart from iStore to Contract

There are a number of processes that can occur following this flow: Quote to Warranty or Extended Warranty Quote to Order Order to Shipment (or Drop Shipment)

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Insight to Campaign Plan Product Trade-in to Order Service Request to Entitlement for Depot (or Dispatch)

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Oracle Sales Flow: Place Order

Oracle Sales Flow: Place Order

The above flow is a basic order flow. The order process will vary depending upon implementation parameters and whether the order is placed through Oracle iStore or Oracle Quoting. Oracle iStore Orders The following is the basic flow for Oracle iStore orders:

After placing items in the shopping cart, the customer selects the Checkout button from the shopping cart.

Enters shipping and billing information. Reviews terms and conditions of the order. If the terms are acceptable, the order is placed.

If the terms are rejected, the sales assistance process is initiated, and the cart becomes a quote in Oracle Quoting.

Optionally, the customer can also request sales representative assistance before placing the order. In this case, the sales assistance process is initiated, and the cart becomes a quote in Oracle Quoting.

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The customer clicks the Place Order button, and the order is submitted to Oracle Order Management.

Oracle Quoting Orders The following is the basic flow for sales representatives using Oracle Quoting:

Creates a new quote or retrieves an existing quote Adds products to the quote and verifies pricing Verifies customer, shipping, and billing information Selects Place Order to submit the order into Oracle Order Management

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Oracle Sales Flow: Close Opportunity

Oracle Sales Flow: Close Opportunity

Close an opportunity by setting its status to Close. You use one of the following entry points to close an opportunity:

Sales Dashboard > Top Opportunities table > Click Full List > Select an opportunity from the list or search for an opportunity to access the Update Opportunity page

Sales Dashboard > Shortcuts > Click Opportunities > Select an opportunity from the list or search for a opportunity to access the Update Opportunity page

To close the opportunity on the Update Opportunity Page, choose a close status in the Status field, choose a Close Reason, and save the changes.

You can also close an opportunity from Oracle TeleSales by choosing a Close Reason in the Opportunitys Win/Loss tab.

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Oracle Sales Flow: Submit Forecast

Oracle Sales Flow: Submit Forecast

After editing the desired forecast values, users can submit the forecast to the sales manager. Once a worksheet is saved or submitted, Oracle Sales will calculate Judgment for each forecast value. Judgment is calculated as the difference between the product category forecast value entered in the Forecast Worksheet, and the corresponding value in the Opportunity Forecast Summary. Judgment helps you to determine the difference between a salesperson's forecast and the actual pipeline for that product category, which can indicate a forecast is incorrect.

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Summary

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Overview of Sales Products Chapter 2 - Page 1

Overview of Sales Products Chapter 2

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Overview of Sales Products

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Objectives

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Oracle Sales

Oracle Sales

Oracle Sales is an enterprise application for sales professionals that simplifies and optimizes the task of planning and managing the sales process by providing complete visibility into the sales cycle, helping companies to plan and manage effective selling activities. It is fully integrated in the E-Business Suite and covers key sales flows from sales campaign to leads to opportunities to quotes. The Sales Dashboard provides summarized data viewable on a single page, providing an overview of the salespersons current sales efforts. This summarized view helps salespeople identify issues and use links to access detailed information for resolution. Multiple bins are available from the sales dashboard, highlighting the highest priority items, which may link them directly to the item for quick access. These items include leads, opportunities and customers, in addition to a link to forecasting as well as other areas of the application. Oracle Sales provides an easy way for administrators to configure the application to the needs of their specific organization. Through personalization, an administrator may update prompts, section headers and table column labels to more closely follow the organizations terminology. The administrator may also remove fields, table columns or entire page sections from the application. Additionally, they may make important fields mandatory to prevent users from

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saving information until all key data has been provided. Fields may be set to read-only to prevent users from changing defaulted values.

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Oracle Sales: Key Features

Oracle Sales: Key Features

Oracle Sales includes the following features: Business Activities The application offers you a view of:

- Orders and Returns - Opportunities - Leads - Proposals - Quotes - Campaigns - Sales Contracts - Sales Agreements - Service Contracts - Service Request Backlog

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Streamlined creation and management of customers, contacts, leads and opportunities Oracle Sales supports management of B2B and B2C customers. Leads can be created manually, imported via Oracle Marketing, generated by TeleSales Agents, Marketing campaigns and Sales Campaigns. Oracle Sales assists in tracking these leads and routing them to the appropriate sales representatives thus enabling the conversion of leads to opportunities. Sales representatives can then update opportunity details and track opportunity progress.

Competitor tracking

Competitor information such as name, product and win/loss status can be included within each opportunity at the product level. Additionally, Oracle Sales has defaulting capabilities that match products in the opportunity to potential competitor products.

Convenient customer analysis

Important customer information is integrated into the leads and opportunities pages in Oracle Sales. While working on leads or opportunities, you can view information such as a list of recent opportunities and a recent Service Request Backlog. This provides you with background information on the account as you develop leads and opportunities.

Integrated product information

Oracle Sales enables you to add product information to leads and opportunities to track goods and/or services customers may want to purchase. Products added are defined and categorized in Oracle Inventory.

Multiple Operating Unit access

Access to business objects across operating units are based on access rights, which include access to selected business activities, products added to leads or opportunities, quotes, and products under service contract.

Sales team management

Sales team data is integrated into the leads, opportunities, and customer pages in Oracle Sales. Sales team members can be added to a lead, opportunity, or customer manually, or by using Territory Manager to build the sales team according to predefined business rules.

Configurable flexfields

Salespeople can use global and context-sensitive descriptive flexfields to enter additional information for leads, opportunities, customers, and contacts. Flexfields are defined by your organization, and enable unique information to be entered, stored, and managed using the Oracle Sales application.

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Documents

R12 Oracle Sales Fundamentals Ed 1 LVC (Student Guide)