Tony DaGiau

B2B Service Cloud Entitlements, Part 1: Tracking SLA Milestones

Oracle’s B2B Service Cloud provides service level agreement (SLA) support through Service Entitlement Milestones. Milestones are basically timers that are assigned to Service Requests (SRs) to ensure specific actions are performed within compliance threshold limits. Service Cloud includes two predefined milestones: First Response Metric and Resolution Metric. Administrators can also define new milestones as needed …

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Service Request Action Plans

This post profiles Oracle B2B Service Cloud’s Action Plan functionality. Customer service agents can use Action plans to quickly generate a set of activities that must be performed to resolve a Service Request (SR). Action plans are particularly useful if the support agent needs help from other resources, or if many actions are required to …

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Tracking Competitors in Oracle Sales Cloud

Oracle Sales Cloud’s Competitor functionality is designed to help companies identify and track competitors on sales opportunities. Competitors are simple to set up, and ongoing data entry by sales users is minimal. If your business requirements aren’t too elaborate, you’ll probably find out-of-the-box Sales Competitor functionality a good fit. If you have sophisticated competitor tracking …

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Mapping Sources of CRM Expected Value

While calculating expected ROI for CRM implementations is best handled with spreadsheets, mind maps are a handy way to chart the value chains that will feed the spreadsheet calculations. On a single page, we can trace exactly how we expect ROI to be delivered, and create cause-effect chains that communicate and help validate our logic. …

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Empowering Flexfields in OAF Pages

Oracle’s Descriptive Flexfields allow implementers to define custom fields to hold unique attributes not available in the standard E-Business Suite data model. One limitation with flexfields is that the individual segments (fields) cannot be displayed in arbitrary locations in the UI. Thus, their behavior is limited to what you can configure in the Flexfield Setup …

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Structuring Implementations around Business Processes

Project Scope Process diagrams can clearly illustrate project scope from a business process perspective. They communicate critical process organization, key integration points and information flows, and the business groups involved in the project. The major process definitions also become a handy way to organize the project-keeping focus on process perspective over technically-biased ways of thinking. …

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Marketing Imports Made Easy

Oracle Marketing R12 has a standard import facility that allows users to upload data from their desktop and import as organizations and contacts, leads, and event registrations. While executing the import in Oracle is straightforward, ensuring the source data is in the correct format and will load without errors is anything but. Oracle requires some …

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Integrate Discoverer Reports with E-Business Suite R12

Oracle Discoverer continues to be the workhorse business intelligence tool for many Oracle E-Business Suite (EBS) customers. But it is often run separately from EBS, so users need to switch back and forth between transactional screens and Discoverer sessions. Furthermore, if users want to update any of the data in a Discoverer report, they need …

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