1 Introduction to JD Edwards EnterpriseOne Customer Relationship Management Application Fundamentals

This chapter contains the following topics:

• Section 1.1, "JD Edwards EnterpriseOne CRM Application Fundamentals Overview"

• Section 1.2, "JD Edwards EnterpriseOne CRM Foundation Business Processes"

• Section 1.3, "JD Edwards EnterpriseOne CRM Foundation Integrations"

• Section 1.4, "JD Edwards EnterpriseOne CRM Foundation Implementation"

1.1 JD Edwards EnterpriseOne CRM Application Fundamentals Overview

This guide discusses the JD Edwards EnterpriseOne Customer Relationship Management Foundation system from Oracle, and how the applications in this system provide the basis for all customer relationship management (CRM) business processes that the organization uses. To use any of the JD Edwards EnterpriseOne Customer Relationship Management products, including JD Edwards EnterpriseOne Sales Force Automation, JD Edwards EnterpriseOne Case Management, and JD Edwards EnterpriseOne Service Management, you must also use the JD Edwards EnterpriseOne Customer Relationship Management Foundation system.

You can use the JD Edwards EnterpriseOne Customer Relationship Management Foundation system to perform these tasks:

• Set up CRM constants, which are used to determine how the system processes CRM information.

• Enter CRM information for employees, customers, contacts, and partners.

  You can enter and maintain employees, customers, contacts, and partners using CRM applications. You can also manage and maintain CRM information for employees, customers, and partners that were entered into the system using applications from other JD Edwards EnterpriseOne products.

• Enter and maintain product item and item catalogs, which can be used in sales, service, and support business processes.

• Set up email lists, and use email merge functionality to communicate similar information to large groups of people.

• Create call plans to assist service and support employees.

1.2 JD Edwards EnterpriseOne CRM Foundation Business Processes

The JD Edwards EnterpriseOne Customer Relationship Management Foundation system provides the basis for these business processes:

Figure 1-1 Lead to cash business process

Description of ''Figure 1-1 Lead to cash business process''

Figure 1-2 Request to resolve business process

Description of ''Figure 1-2 Request to resolve business process''

1.3 JD Edwards EnterpriseOne CRM Foundation Integrations

The JD Edwards EnterpriseOne Customer Relationship Management Foundation system integrates with these JD Edwards EnterpriseOne systems from Oracle:

• JD Edwards EnterpriseOne Address Book.

• JD Edwards EnterpriseOne Customer Relationship Management systems.

1.3.1 JD Edwards EnterpriseOne Address Book

The JD Edwards EnterpriseOne Customer Relationship Management Foundation system integrates closely with the JD Edwards EnterpriseOne Address Book system. All employee, customer, contact, and partner records are stored in the JD Edwards EnterpriseOne Address Book system, whether they are entered using CRM applications or applications from other systems. Once the records reside in the JD Edwards EnterpriseOne Address Book system, you can access them from the CRM system and maintain and update CRM-related information.

1.3.2 JD Edwards EnterpriseOne Customer Relationship Management Systems

The JD Edwards EnterpriseOne Customer Relationship Management Foundation system provides the basis for these CRM systems:

• JD Edwards EnterpriseOne Branch Scripting.

• JD Edwards EnterpriseOne Case Management.

• JD Edwards EnterpriseOne Sales Force Automation.

• JD Edwards EnterpriseOne Service Management.

• JD Edwards EnterpriseOne Solution Advisor.

Before you can use any of these systems effectively, you must set up the JD Edwards EnterpriseOne Customer Relationship Management Foundation system, which includes setting up CRM constants and creating employee, customer, and item records.

1.4 JD Edwards EnterpriseOne CRM Foundation Implementation

This section provides an overview of the steps that are required to implement the JD Edwards EnterpriseOne Customer Relationship Management Foundation system.

In the planning phase of the implementation, take advantage of all JD Edwards EnterpriseOne sources of information, including the installation guides and troubleshooting information.

When determining which electronic software updates (ESUs) to install for JD Edwards EnterpriseOne CRM systems, use the EnterpriseOne and World Change Assistant. EnterpriseOne and World Change Assistant, a Java-based tool, reduces the time that is required to search for and download ESUs by 75 percent or more and enables you to install multiple ESUs at one time.

See JD Edwards EnterpriseOne Tools Software Updates Guide.

For information about the Oracle Business Accelerator solution for implementation of JD Edwards EnterpriseOne CRM applications, see http://docs.oracle.com/cd/E24705_01/index.htm

1.4.1 Global Implementation Steps

The suggested global implementation steps for JD Edwards EnterpriseOne CRM systems are:

1. Set up global UDC tables.

   SeeJD Edwards EnterpriseOne Tools Foundation Guide .

2. Set up companies, fiscal date patterns, and business units.

   See "Setting Up Organization" in the JD Edwards EnterpriseOne Applications Financial Management Fundamentals Implementation Guide.

3. (Optional) Set up accounts, and the chart of accounts.

   See " Creating the Chart of Accounts" in the JD Edwards EnterpriseOne Applications Financial Management Fundamentals Implementation Guide.

4. (Optional) Set up the General Accounting constants.

   See "Setting Up the General Accounting System" in the JD Edwards EnterpriseOne Applications General Accounting Implementation Guide.

5. (Optional) Set up multicurrency processing, including currency codes and exchange rates.

   See "Setting Up General Accounting for Multicurrency Processing" in the JD Edwards EnterpriseOne Applications Multicurrency Processing Implementation Guide

   See "Setting Up Exchange Rates" in the JD Edwards EnterpriseOne Applications Multicurrency Processing Implementation Guide.

6. (Optional) Set up ledger type rules.

   See "Setting Up Ledger Type Rules for General Accounting" in the JD Edwards EnterpriseOne Applications General Accounting Implementation Guide.

7. Set up branch/plant constants.

   See "Setting Up the Inventory Management System" in the JD Edwards EnterpriseOne Applications Inventory Management Implementation Guide.

1.4.2 JD Edwards EnterpriseOne CRM Foundation Implementation Steps

The implementation steps for JD Edwards EnterpriseOne CRM Foundation are:

1. Activate the CRM system.

   See Setting Up the CRM Foundation System.

2. Set up CRM constants.

   See Setting Up the CRM Foundation System.