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CITATION

Saenger, Jeff; Koehler, Tim; and Peters, Louis. Oracle CRM On Demand Deployment Guide. US: McGraw-Hill Osborne Media, 2010.

Oracle CRM On Demand Deployment Guide

Authors: Jeff Saenger, Tim Koehler and Louis Peters

Published:  May 2010

eISBN: 9780071717625 0071717625 | ISBN: 9780071717632
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  • Contents
  • Acknowledgements
  • Introduction
  • 1 What You Should Know About Software-as-a-Service
  • What Companies Like Most About SaaS
  • What Companies Wish They Had Known About SaaS
  • The True Benefit of SaaS: Freedom to Focus on the Business
  • Shared Responsibilities and Obligations
  • Application Hosting
  • Design and Configuration
  • Software Upgrades
  • Ongoing Support and Maintenance
  • Summary
  • 2 Overview of Oracle CRM On Demand
  • The CRM On Demand Application
  • The CRM On Demand Architecture and Service Model
  • Configuration Options
  • CRM On Demand Extensions
  • Summary
  • 3 Getting the Most from Your Oracle CRM On Demand Service
  • Self-Service Through a Single Point-of-Access
  • Navigating to Support Resources
  • CRM On Demand Training
  • Recommended Training Courses
  • Using the Knowledge Base
  • Implementation Templates and Tools
  • Web Services Resource Library
  • Online Help
  • Customer Support
  • Mission and Model
  • Forums: Leveraging the Experts
  • Oracle Notifications and Communication
  • Planned and Unplanned Events
  • E-mail Communication
  • Registration to Receive E-mail Notification
  • Testing: What Are the Options?
  • Typical Testing Objectives
  • Choosing the Best Environments for Testing
  • Summary
  • 4 Planning Your Oracle CRM On Demand Implementation
  • Setting the Course for Program Success
  • Engage Business Leaders
  • How to Establish a Business Context for Your CRM On Demand Program
  • Sample Business Objectives
  • Using Business Objectives to Guide Project Management
  • Success Factors in CRM On Demand Implementation Planning
  • Plan for Ongoing Improvement
  • Improve Processes
  • Allocate Time for Design
  • Choose an Effective “Rollout” Strategy
  • Roles, Responsibilities, and Resource Requirements
  • Business Roles
  • Technical Roles
  • End-User and Management Adoption
  • Assessing the Scope of Your Adoption Program
  • Human Factors Behind Adoption
  • Developing a User Adoption Plan
  • Influencing User Adoption
  • Summary
  • 5 Designing Oracle CRM On Demand
  • Designing the Object Model
  • Baseline Objects
  • Modifying the Object Model
  • Best Practices for Object Model Design
  • Customizing Business Processes via the Object Model and Workflow
  • Designing the Business Process
  • Campaign Management Process
  • Sales Process
  • Service Request Management Process
  • Business Process Design Basics
  • Designing Data Access and Security
  • Functional Aspects of Roles
  • Analytics Access
  • Best Practices for Designing Access and Security
  • Designing for Analytics
  • Reports vs. Analytics
  • Understand Baseline Analytics and Assumptions
  • Considerations When Designing for Analytics
  • Summary
  • 6 Sample Oracle CRM On Demand Designs
  • Horizontal Solutions: Business to Business (B2B) Equipment and Service Sales
  • B2B Sales Process Flow
  • CRM On Demand Design for B2B Sales
  • Horizontal Solutions: Consumer Support Services
  • Support Services Process Flow
  • CRM On Demand Design for Support Services
  • Vertical Solutions: Retail Banking Sales and Service
  • CRM On Demand Design for Retail Banking Sales and Service
  • Vertical Solutions: Pharmaceutical Sales Call Tracking
  • Pharmaceutical Sales Call Tracking Process Flow
  • CRM On Demand Design for Pharmaceutical Sales Call Tracking
  • Specialty Solutions: Delivering Relief to Families in an Emergency
  • Emergency Relief Issue Tracking Process Flow
  • CRM On Demand Design for Emergency Relief
  • Specialty Solutions: Account Planning
  • CRM On Demand Design for Account Planning
  • Summary
  • 7 Best Practices for Configuring CRM On Demand
  • Field Configuration
  • Cascading Picklists
  • General Field Configuration Considerations
  • Field Management
  • Page Layouts
  • Web Applets
  • Dynamic Layouts
  • Custom Objects
  • Advanced Custom Objects
  • Considerations for Custom Objects
  • Data Access and Security
  • Access Controls
  • Workflow Management
  • Considerations for Workflow Management
  • Summary
  • 8 Integration in Oracle CRM On Demand
  • User Interface Integration
  • Web Tabs
  • Web Linking
  • RSS Feeds
  • Web Application Integration
  • HTML Extensions
  • External Portal Integration
  • Considerations for User Interface Integration
  • Data Integration
  • Web-based Data Import
  • Oracle Data Loader
  • Data Export
  • Considerations for Data Integration
  • Web Services
  • Web Services Architecture
  • Common Uses for Web Services
  • Web Services Best Practices
  • Summary
  • 9 Ongoing Maintenance and Administration
  • Monitoring User Adoption
  • Monitoring User Adoption by Monitoring Data Quality
  • Identifying and Addressing Performance-related Issues
  • CRM On Demand Performance Characteristics
  • Troubleshooting CRM On Demand Performance Issues
  • Preparing for Patches and Upgrades
  • Production Pod Maintenance
  • Stage Pod Maintenance
  • Upgrades
  • Deploying New Features and Customizations
  • Deploying Standard Features
  • Deploying Advanced Customizations
  • Deploying Custom Reports
  • Summary
  • A: Advanced Configuration with CRM On Demand
  • Creating Relationships
  • Creating One-to-Many Relationships
  • Creating Many-to-Many Relationships
  • Creating One-to-One Relationships
  • Creating Many-to-Many Relationships Using Advanced Custom Objects
  • Embedded Analytics
  • Advanced Field Management
  • Default Values on a Service Request
  • Derived Default Value
  • Opportunity Field Validation
  • Lead Field Validation
  • Workflow Rules
  • Opportunity Field Update
  • Service Request E-mail Notification
  • Cross-Object Workflow
  • Integration Event
  • Index