This chapter covers the following topics:
Oracle Common Application Calendar's purpose is to provide the CRM suite with a robust architecture, a stable and performing technology stack, and reusable application components.
The following Oracle Common Application Calendar components include:
The entire Oracle e-Business Suite uses the Notes infrastructure to create, maintain, and share notes related to customers, opportunities, service requests, and other business objects through the Notes in Forms, OA Framework, and HTML user interfaces.
The Assignment engine determines the best resource to be assigned to tasks based on availability and skill set. This engine is used by the various CRM modules to automatically assign tasks to a resource or a group of people.
This is the universal model, which is used by the entire Oracle e-Business Suite. Tasks are created and assigned to groups or individuals and are created and shared across Oracle e-Business Suite through the Forms-based, OA Frame, and HTML Tasks.
There are three Calendars.
Use the Oracle Applications Self-Service Framework based calendar to view scheduled appointments in personal calendar, create a single or repeating appointment, create tasks for a source object, and attach notes to an appointment or a contextual task.
The Forms-based Calendar is a scheduling tool used to define and view available times for a resource or a group of resources. Other CRM modules use the Calendar functionality to schedule resources.
Employees use the HTML-based Calendar as a personal productivity tool to effectively manage daily activities, appointments, and tasks.
Calendar Synchronization provides the ability to synchronize contacts, tasks, and appointments between the Oracle enterprise database and either Pocket PC or desktop Microsoft Outlook. Calendar Synchronization is used by Oracle Sales for Handhelds.
One of the core attributes of a resource is its availability. If any of the eBusiness Suite modules does anything that affects a resource's availability, then the rest of the eBusiness Suite should be aware of it. The resource schedules make that possible.
You can manage situations either by creating an escalation document, assigning an escalation owner, or defining the necessary actions needed to resolve the escalation through the Escalation Manager interface. This module is used extensively by the service applications to ensure that Service Level Agreements are met.
You can proactively manage escalations using the Business Rule Monitor which are based on your business logic and needs. It consists of:
The Business Rule Workbench: this is used to define a business rule
The Business Rule Monitor: this is the engine that monitors documents over time against the user-defined business rules.