R12 Oracle Common Application Components Fundamentals   

What you will learn:

This course is intended for functional implementers of Oracle applications that use one or more of the common application components: Resource Manager, Territory Manager, Calendar, Tasks, Notes, Assignment Manager, Escalation Manager, Business Rules Monitor, Interaction History, and One-to-One Fulfillment. Along with implementation tasks and details, this course explores the functionality of these component modules, and how they inter-relate with one another and other Oracle application modules. Through lectures, demonstrations, and hands-on exercises, students gain a thorough understanding of how these components serve as foundation modules for the Oracle E-Business suite. For example, resources can be created, allocated to territories, and have work shifts assigned to them in calendars. This enables resources to be assigned to tasks and documents, either for standard business operations or for escalations. You can record interactions with customers using standard or customized logging. This course shows how these operations can be set up and performed, using the features and functionality of the common application modules.

Learn to:

• Understand how resources and territories are assigned to tasks and documents
• Implement the foundation application modules that contain the common application components
• See how common E-Business Suite objects are defined and used

Audience:

• Technical Administrator
• Technical Consultant
• Functional Implementer
• Support Engineer

Prerequisites:

Required Prerequisites:

• Basic knowledge of Oracle sales, marketing, or service applications

Course Objectives:

• Describe how resources are defined, used, and assigned in Oracle applications
• Create various types of territory, and allocate resources to the territories
• Define calendars and associate work shifts and resources to calendars
• Define and manage tasks
• Understand how assignments are managed
• Describe how escalations can be created manually or automatically
• Explain how interactions with customers are logged and can be customized
• Create and manage notes
• Understand how fulfillment requests are created and monitored
• Understand how the common components serve as foundation objects for Oracle applications

Course Topics:

Introduction to Oracle Common Application Components

• List of the Common Application Components
• Which Oracle Modules Contain the Common Application Components
• Brief Overview of Each Common Application Component

Resources

• General and Application Specific Resource Details
• Roles and Role Types
• Mapping Job Types to Roles
• Defining Resource Groups and Group Hierarchies
• Defining Dynamic Groups
• Defining Teams
• Defining Skill Levels
• Associating Resources with Users

Territories

• Territories as Units to Group Resources for Functions
• Application Modules That Use Territories
• Territory Types for Different Applications
• Territory Attributes and Attribute Conditions
• Territory Resources and Resource Access Types
• Territory Rules Concurrent Program

Calendar

• Using Calendar for Appointments
• Defining Calendars
• Assigning Shifts to Calendars
• Assigning Resources to Calendars

Tasks

• Task Management Business Flow
• Task Resources and Time Dependencies
• Creating Standalone and Contextual Tasks
• Creating and Using Task Template Groups
• Defining Task Types and Priorities
• Defining Task Statuses and Task Status Transitions
• Overview of Task Security

Notes

• Notes as Supplementary Information for Objects
• Regular and Large Notes
• Creating Notes and Adding Attachments to Notes
• Creating Note Types
• Notes Data Security

Assignment Manager

• Assigning Ownership to Tasks and Documents
• Assigning Resources to Tasks and Documents
• Viewing Assigned Resource in Chart and Table Form
• Unassisted and Assisted Assignments
• Automatic and Assisted Assignment Process Steps

Escalation Manager

• Proactive and Reactive Escalations
• Manually Creating Escalation Documents
• Assigning Resources and Contacts to Escalations
• Closing and Re-Opening Escalations
• Defining Escalation Statuses, Levels, and Reason Codes

Business Rules Monitor

• Defining Business Rules for Automatic Detection of Specific Conditions
• Defining the Objects to Be Generated When Conditions Detected
• Starting the Required Workflow Processes
• Starting the Business Rule Monitor Process
• Accessing the Generated Notifications

Interaction History

• Logging Interactions and Activities with Customers
• Viewing and Filtering Interaction History Data
• Defining Outcomes, Results, Reasons, and Wrap Ups

One-to-One Fulfillment

• Automatic Process for Sending Information to Customers
• Overview of Marketing Use of Fulfillment Requests
• Defining Fulfillment Servers
• Creating Agent Groups
• Creating Content Types and Cover Letters
• Starting Fulfillment Servers
• Viewing Fulfillment Request History

Suggested Next Courses:

• R12 Oracle Marketing Fundamentals
• R12 Oracle Sales Fundamentals
• R12 Oracle Service Fundamentals
• R12 Oracle Field Service Fundamentals