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Oracle TeleSales User Guide
Release 12.1
Part Number E13446-04
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Oracle TeleSales User Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle TeleSales

Overview of Oracle TeleSales
Oracle TeleSales Key Features
Oracle TeleSales Integrations
The eBusiness Center
Accessing the Oracle TeleSales eBusiness Center
Accessing Leads, Opportunities, and Other Work from Your Work Queue
Working with Multi-Organization Access
Accessing Reports
Choosing Sales Group Roles
Quick Menu

Oracle TeleSales Business User Flows

Process flow to Create and Implement a Telemarketing Campaign
Process Flow to Create and Conduct a Marketing Event
Process Flow for Campaign to TeleSales
Process Flow for Inbound Call to Lead
Process Flow for Lead to Opportunity
Process Flow for Opportunity to Forecast
Process Flow for Opportunity to Order
Process Flow for Product Trade-in to Order

Performing Searches

Overview of Searching
Using the Universal Search Window
Performing Quick Searches
Performing a Customer Smart Search
Saving and Viewing Search Results
Saving and Reusing a Search
Searching Using a Query You Have Saved
Viewing a List You Have Created
Performing Expanded Searches
Placing a List on the Universal Work Queue

Maintaining Customer Information

Overview of Customer Information
Using the Person Tab
Displaying a Person, Organization, or Party Relationship in the eBusiness Center Header
Viewing All Contacts for an Organization
Entering a New Contact for an Existing Organization
Entering a New Contact for a New Organization
Entering a New Consumer
Entering a New Organization
Entering an Address
Entering Person Details
Classifying an Organization Using SIC and Other Codes
Classifying an Organization by Purchase Interests
Entering Revenue, Fiscal Year, and Other Organization Details
Entering Details About an Organization's Interests
Specifying Restrictions on an Organization
Specifying a Sales Team
Creating Parties During Another Activity
Adding an Account
Adding Sites to an Account
Adding a Party to an Account
Adding Account Relationships

Recording Customer Relationships

Overview of Relationships
Capturing a Relationship Between a Person and an Organization
Capturing a Relationship Between Two Organizations
Capturing a Relationship Between Two Persons
Ending a Relationship Between a Person and an Organization

Working with Leads

Overview of Working with Leads
Creating a Lead in the eBusiness Center
Displaying a Lead in the eBusiness Center
Displaying a Lead in the Lead Center
Creating a Lead in the Lead Center
Entering Interests, Contacts, and Preferred Partner in the Lead Center
Accepting a Lead Assigned to You
Refusing a Lead Assigned to You
Assigning a Lead to Someone Else
Selecting Individuals and Sales Groups for a Lead Sales Team
Viewing Opportunities Created from a Lead
Qualifying a Lead
Working With Leads in the Universal Work Queue

Tracking Opportunities

Overview of Tracking Opportunities
Displaying an Opportunity in the eBusiness Center
Creating an Opportunity from a Lead
Creating an Opportunity Without a Lead in the eBusiness Center
Lead to Opportunity or Opportunity to Lead Linking Window
Linking an Opportunity to Leads
Displaying an Opportunity in the Opportunity Center
Creating an Opportunity in the Opportunity Center
Entering Purchase Interests
Entering Opportunity Contacts
Changing the Owner of an Opportunity
Changing a Customer for an Opportunity
Classifying an Opportunity
Tracking Obstacles to an Opportunity
Tracking Competition for an Opportunity
Selecting Individuals, Groups, and Partners for an Opportunity Sales Team
Viewing Partner Selection Criteria and Routing History for an Opportunity
Routing an Opportunity to a Partner
Viewing Leads Associated with an Opportunity
Freezing an Opportunity
Splitting Up an Opportunity If Only Some Items Can Close
Deleting Purchase Items from an Opportunity
Copying an Opportunity
Updating Opportunities
Performing a Mass Update of Opportunities
Updating Your Pipeline
Working With Opportunities in the Universal Work Queue
Splitting Up a Purchase Line for Inclusion in Multiple Forecasts
Managing Opportunity Forecast Amounts
Using Personal Opportunities Lists
Entering Sales Credit for Purchases in an Opportunity
Viewing Sales Credit Totals for an Opportunity
Closing an Opportunity So You Can Receive Sales Credit
Viewing the History of an Opportunity

Proposals, Quotes, and Orders

Overview of Quotes, Proposals, and Orders
Viewing and Modifying Quotes
Working with Orders
Creating a Quote Without a Lead or Opportunity
Viewing a Customer's Quotes, Proposals, and Orders for a Specific Opportunity
Creating a Quote from an Opportunity
Creating a Proposal from an Opportunity
Creating a Proposal for a Customer

Interacting with Customers

Overview of Interacting with the Customer
Displaying a Summary of Customer Data
Using the At A Glance Window
Starting a Web Collaboration Session
Entering the Marketing Source Code in the eBusiness Center
Launching a Script for Your Customer Interaction
Contacting Lists of Customers Supplied by Marketing
Working with Personal Contact Lists
Viewing Interactions
Viewing What Marketing Activities are Targeted to Your Customer
Viewing an Organization's Products Under Service Contracts
Viewing Contracts a Customer Has with Your Organization
Viewing Accounts a Customer Has with Your Organization
Sending an E-mail to a Customer
Using the Collection Tab
Creating a Quick Service Request
Recording Your Interactions with a Customer
Wrapping Up an Interaction with a Customer
Restricting Interactions

Inbound and Outbound Calling Using Oracle Telephony Applications

Overview of Inbound and Outbound Calling
Taking Inbound Calls
Using Next Call and Wrapup Features
      Scenario 1: Solicited Media, Auto Wrapup
      Scenario 2: Solicited Media, No Auto Wrapup
      Scenario 3: Unsolicited Media, Auto Wrapup
      Scenario 4: Unsolicited Media, No Auto Wrapup
      Scenario 5: Wrong Number, Solicited Media
      Scenario 6: Wrong Number, Unsolicited Media
      Scenario 7: No CTI
      Scenario 8: No CTI and No Party
Multiple Interactions on One Call
Transferring a Call to Another Agent
Handling a Call With No Interaction
Placing an Outbound Call
Rescheduling an Outbound Call
Viewing Call Statistics

Using Direct Telephony Integration

Overview of Direct Telephony Integration
Logging In with Direct Telephony Integration

Enrolling in Marketing Events

Overview of Events
Displaying an Event in the Event Tab
Creating an Order to Enroll Individuals in Events
Using the Event Details Window
Viewing Detailed Event Information
Viewing the Event Roster and Enrollment Status
Recording Attendance at an Event
Completing the Enrollment Process for an Order
Using the Registration History Window
Viewing Enrollment History and Status
Adjusting Enrollment by Canceling, Transferring, and Substituting

Sending Collateral

Overview of Sending Collateral
Preparing a Collateral Order for One or More Recipients
Modifying a Collateral Order
Viewing Collateral Order History and Order Status

Using Notes

Overview of Using Notes
Relating a Note to Other Objects
Viewing Notes
Viewing and Creating Notes
Viewing Notes Using the Note Tab
Searching for Text Within Notes

Using Tasks

Overview of Using Tasks
Viewing Tasks for a Customer
Creating a Task for a Customer or an Account
Creating a Task During Interaction Wrap Up
Creating a Task Using a Template
Assigning Tasks for an Opportunity
Viewing Tasks Associated with an Opportunity
Creating a Task Using a Template

Administration

Administration Overview
Setting Up Campaign Assignments

Index