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Oracle 11i CRM Functional Foundation

Course code: G410

5 days

Oracle CRM Systems is the family name for an integrated group of applications that support the management of customers and people.

Course content >

Who Should Attend?

Everybody

Prerequisites

None

Course Contents

Oracle CRM Systems is the family name for an integrated group of applications that support the management of customers and people.

This training programme has been designed to introduce users of the application to the full functionality of the module and to provide hands-on experience and tutoring of its application and use.

Training Course Contents

Topics include:

CRM Functional Setup

  • Oracle Service and Support –Overview
  • Defining a CRM Strategy
  • CRM – the entire organisation
  • CRM Models of Control
  • Support Systems
  • Service Systems
  • Management and Control
  • CRM Service Processes
  • Change Management
  • Strategies

 

  • The Customer Organisation
  • Customer Information
  • People Information
  • Contact Management
  • Data Loaders
  • Contact Centre
  • Contact Control
  • Contact Histories
  • Notes and Information Storage
  • Retrieval Methods and Access

 

  • Interaction Centre
    Customer Design and
    Configuration Methods
    Interaction Histories

 

  • Sales Management
  • Handling the Sales Control
  • Flow
  • Salespeople and Territories
  • Sales Management and Lead
  • Integration
  • Funnel Management
  • Funnel Reporting
  • Marketing Campaigns
  • Managing Events
  • Controlling Leads
  • Territories and Management
  • Online Facilities for Sale sand
  • Marketing
  • Web Marketing and Portals

 

  • Service Requests
  • Service Request Management
  • Request Types and Processes
  • Service Level Agreements
  • Complete CRM Data Sets
  • Using the Interaction Centre
  • Request Management
  • Request Control
  • Service Managers
  • Service Users
  • Service Differentiation

 

  • Request Monitoring
  • Request Maintenance
  • Planning
  • CRM Control Structures


CRM Technical Setup

  • System Administration
  • Customise the CRM
  • Application
  • Imposing limits on what users
  • can access through menus,
  • security profiles, and
  • responsibilities
  • Assign Responsibilities to
  • Users or Groups
  • Defining Audit Requirements
  • Setting Up User Profiles
  • Defining the formats for
  • displaying customer
  • information
  • Setting Up and Maintaining
  • Quick Code types and values
  • Installing printers and
  • Managing concurrent processing

 

  • CRM Reports and Inquiries
  • Customising Windows and
  • Menus

 

  • Quick Codes and User Tables
  • Adding Quick Code Values
  • Removing Quick Code Values
  • Defining Quick Code Types
  • User and Extensible Quick
  • Codes

 

  • Integrating With Other Systems
  • Security
  • Audit Trail
  • Default Menus
  • CRM Key and Descriptive
  • Flexfields
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