This chapter contains the following topics:
Section 2.1, "Understanding JD Edwards EnterpriseOne Customer Relationship Management Products"
Section 2.2, "Understanding JD Edwards EnterpriseOne CRM Fundamentals Applications"
JD Edwards EnterpriseOne Customer Relationship Management products are a set of customer life cycle management applications that enable you to create a complete view of each customer. These applications help you build strong relationships, which are the key to obtaining customer loyalty. JD Edwards EnterpriseOne Customer Relationship Management applications help you manage customer information in these ways:
Sales Force Automation applications let you manage accounts, leads, contacts, opportunities and competitors; plan and execute sales strategies; and forecast more effectively.
The ability to track and analyze all aspects of the sales cycle enables organizations to sell more effectively to each customer, which can lead to greater customer satisfaction.
Case Management and Service Management applications enable you to track all aspects of each customer's service and support needs.
Using cases and work orders, you can track and manage the specific details of each service or support request that customers initiate. You can also use additional Oracle systems to resolve cases and work orders efficiently, such as:
JD Edwards EnterpriseOne Solution Advisor
JD Edwards EnterpriseOne Branch Scripting
The JD Edwards EnterpriseOne Sales Force Automation, JD Edwards EnterpriseOne Case Management, and JD Edwards EnterpriseOne Service Management systems from Oracle enable organizations to satisfy a customer's needs through all phases of these business processes:
Sales Force Automation – Lead to Order.
Case Management – Request to Resolve.
Service Management – Install to Maintain.
To successfully complete these business processes, you must first set up the JD Edwards EnterpriseOne CRM Foundation system, which provides the basis for all CRM-related business processes in JD Edwards EnterpriseOne.
The JD Edwards EnterpriseOne Customer Relationship Management applications help companies manage the entire customer life cycle, from acquiring new customers to post-sales service and support. The JD Edwards EnterpriseOne CRM Foundation system includes these features:
Item entry, maintenance, and inquiry.
Item cataloging.
Contact entry and maintenance.
Customer entry and maintenance.
Employee entry and maintenance.
Email and email merge functionality.
Call plan creation and maintenance.
Partner entry and maintenance.
The JD Edwards EnterpriseOne CRM Foundation applications are integrated with other JD Edwards EnterpriseOne applications, which reduces or eliminates redundant data entry. For example, customers, employees, and partners that are entered using the Address Book program (P01012) are accessible from CRM-related employee, customer, and partner applications. It is not necessary to reenter data into the system to create CRM records.
Before you can process information using CRM applications, you must set up the CRM constants. Constants are used to specify how you want the system to process CRM-related information. The CRM_Constants program (P90CA000) provides the basis for all CRM applications.
You use the Employee Detail program (P90CA040) and the Employee Processing Options program (P90CA043) to enter and maintain all CRM-related information about employees. When you set up employees, you can enter sales, service, and support information that is used by the CRM applications.
The Item Catalog program (P90CA106) enables you to categorize items into similar groups, or catalogs. You can also use catalogs to add items to a sales order, quote, opportunity, or lead.
The Item Catalog program enables you to:
Locate catalog items quickly.
View catalog item information such as the item description, stocking type, unit of measure, product model, or product family.
View a catalog item's list of features, availability, and base price.
View the opportunities and partners associated with a catalog item.
View catalogs in single select or multiple select mode.
Associate an entire catalog to a lead, opportunity, quote, or sales order.
The CRM Customer Detail program (P90CA080) enables you to enter and modify all CRM-related customer information from one entry point. If a selected customer record has subordinate records, you can click the Parent Child Hierarchy link to view the parent and child records.
You use the CRM Customer Detail program to enter, review and maintain customer information, such as:
Contacts, addresses and phones.
Financial data.
Shipping and billing options and preferences.
Service and support information, including contracts, work orders, and maintenance requests.
Sales information, including sales teams, quotes, sales orders, and opportunities.
Activities and action plans.
You use the Address Book program (P01012) to enter partner information. A CRM-related version of this program exists on the CRM Foundation Daily Processing menu (G90C01), which enables you to easily access partner information while performing CRM-related tasks. After you create partner records, you can associate those partners with customers, employees, items, sales leads, cases, opportunities, or activities. Tracking partner information enables you to:
View partners who are currently, or were previously associated with customers, employees, items, sales leads, cases, opportunities, or activities.
View and assign partner contacts to cases, opportunities, or activities.
Create and maintain partner detail information, including addresses, phones, contacts, notes and attachments.
The CRM Contact program (P90CA070) enables you to track information about contact people who are associated with partners, customers, and competitors. Using the CRM Contact program, you can access the Email Merge and Mail Merge features, which enable you to create personalized letters or electronic messages for selected contacts. Before you can use either of these features, you must create at least one contact.
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Note (Release 9.1 Update): The Mail Merge feature has been deprecated as part of bug 28911500. |
The CRM Contact program enables you to:
View or modify detail information, such as addresses, phones and related people.
View or modify activity and email information.
View or modify opportunity, pipeline, quote, or sales order information.
View or modify information about cases associated with the contact.
Enter, view or modify attachments for the contact.
You can use the Activity (P01301) and Action Plan (P01401) programs to create call plans. Call plans provide sales representatives with templates that contain question prompts, goals, and reminders about the type of sales call on which they are working.
You can associate a call plan template with an activity or an action plan. When viewing the call plan form from either the activity or action plan, you can change the templates that are associated with the call plan. For example, when speaking with a customer you might think of additional questions you would like to ask that are specific to this customer. You can add the questions and save the updated template. When you save the changes, the system creates a copy of the original call plan template, and associates it with the activity or action plan. The original call plan template is not affected.
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Important (Release 9.1 Update): The Mail Merge feature has been deprecated as part of bug 28911500. |
You use the Class Email program (P90CA500) to send email messages to groups or individuals without using a separate email program such as Microsoft Outlook or Lotus Notes. You can create and save messages to send at a later date and time, and you can select the recipients from available contact records.
You can also create email groups comprised of individuals with similar characteristics. For example, you might create groups for customers, partners, or employees in a department. As business needs change, you can modify email groups.
You can also use the Email Merge and Mail Merge features to create personalized letters or electronic messages. The mail merge feature is driven by a wizard that enables you to select a template and customize it for the mailing. These merge features enable you to create personalized communications that automatically retrieve information such as the recipient's name and address from the JD Edwards EnterpriseOne system.
You can navigate and interact with JD Edwards EnterpriseOne applications using hotkeys for quicker, more efficient workflow. Hotkeys are designed to work in conjunction with the browser's existing hotkeys, and enable you to work solely using the keyboard.
There are several hotkeys that you can use to navigate through all JD Edwards EnterpriseOne applications. For example, you can hit the tab key on the keyboard to move the focus to the next field, button, or hotlink on any JD Edwards EnterpriseOne form. In addition to those hotkeys, additional hotkeys are available that enable you to use buttons on CRM Foundation forms without using the mouse. To use these hotkeys, you must hold down the Shift and the Control buttons on the keyboard while you press the hotkey. For example, N is the hotkey for the Clear Main Address button. To clear a customer's main address without clicking the Clear Main Address button, you press Shift + Ctrl + N on the keyboard.
This table lists all of the CRM Foundation hotkeys:
| Button | Hotkey |
|---|---|
| Add Email Group | D |
| Add External Email | L |
| Add Person | P |
| Assign City | N |
| Assign Competitors | N |
| Assign Industry | N |
| Assign Opportunity | N |
| Assign Partners | N |
| Assign Postal Code | N |
| Assign Product Interest | N |
| Assign Sales Team | N |
| Assign State | N |
| Back | B |
| Change Upload | N |
| Clear Main Address | N |
| Collapse Hierarchy | Y |
| Convert Lead | N |
| Create Email | M |
| Delete Upload | D |
| Download Template | L |
| Email Merge | L |
| Email Selected Contacts | M |
| Expand Hierarchy | Y |
| Finish | N |
| Link Action Plan | L |
| Mail Merge (This feature has been deprecated as part of bug 28911500) | M |
| Next | N |
| No | N |
| Previous | P |
| Remove Email Group | U |
| Remove External Email | X |
| Remove Person | N |
| Revise | Y |
| Sales Group Details | L |
| Select Policy | P |
| Send Email | M |
| Set Main Address | M |
| Upload Template | U |
| View Envelopes/Labels | B |
| View Letters | L |
| Yes | Y |