C Settings for Multi-Org Implementation

This appendix describes usage of the multi-org feature and various setups required for its implementation.

Note:

Multi-org is implemented in CRM On Demand at the account level only. Usage of the multi-org feature in CRM On Demand is optional.

C.1 Multi-Org Usage at Account Level in CRM On Demand

The section includes the following topics:

• Section C.1.1, "When Multi-Org is not Implemented in CRM On Demand at Account Level"

• Section C.1.2, "Use Cases for Multi-Org not Implemented in CRM On Demand at Account Level"

• Section C.1.3, "When Multi-Org is Implemented in CRM On Demand at Account Level"

• Section C.1.4, "Use Cases for Multi-Org Implemented in CRM On Demand at Account level"

• Section C.1.5, "Customization for Multi-Org Implementation in CRM On Demand at Account Level"

C.1.1 When Multi-Org is not Implemented in CRM On Demand at Account Level

If the users do not implement the multi-org functionality, the synchronization flow does not pass any operating unit (OU) between CRM On Demand and Oracle E-Business Suite. The account site in Oracle E-Business Suite uses the default OU set in the AIA Configuration Property.

For more information, see Oracle Fusion Middleware Concepts and Technologies Guide for Oracle Application Integration Architecture Foundation Pack 11g Release 1, Defining the Application Context for E-Business Suite Service Calls.

C.1.2 Use Cases for Multi-Org not Implemented in CRM On Demand at Account Level

Example 1: When account is created in CRM On Demand and synched to Oracle E-Business Suite

Table C-1 lists the final representation of the data in Oracle E-Business Suite that is synched from CRM On Demand:

Table C-1 Oracle E-Business Suite Data Synched from CRM On Demand

Account	Account Number	cust_account_site_id	OU#
ABC Ltd	1004	126633	204
ABC Ltd	1004	126644	204
ABC Ltd	1004	202804	204

Note:

Default OU setup in the AIA Configuration Property is 204.

During the synchronization from CRM On Demand to Oracle E-Business Suite, the account flow does not pass any OU from CRM On Demand to Oracle E-Business Suite. The Oracle E-Business Suite provider uses the default OU set in the AIA Configuration Property.

Example 2: When account is created in Oracle E-Business Suite and synched to CRM On Demand:

The following is an example of when the users are not implementing the multi-org functionality in CRM On Demand and they have set a non default OU in Oracle E-Business Suite.

Table C-2 lists the data created in Oracle E-Business Suite:

Table C-2 Data Created in Oracle E-Business Suite

Account	Account Number	cust_account_site_id	OU#
Traverse Ltd	2004	11234	103

Note:

Default OU setup in the AIA Configuration Property is 204.

Table C-3 lists the data synched to CRM On Demand from Oracle E-Business Suite:

Table C-3 CRM On Demand Data Synched from Oracle E-Business Suite

Account	Account NumberRowID	AddressRowId
Traverse Ltd	QA3456	QA1234

Example 3: When account is updated in CRM On Demand and synched to Oracle E-Business Suite:

Using example 2, when the account is updated in CRM On Demand and synched to Oracle E-Business Suite, the synchronization flow creates a new account site, 11235 in Oracle E-Business Suite, under the default operating unit 204. Both the account sites 11234 and 11235 in Oracle E-Business Suite point to the same physical address.

Table C-4 Account Sites in Oracle E-Business Suite

Account	Account Number	cust_account_site_id	OU#
Traverse Ltd	2004	11234	103
Traverse Ltd	2004	11235	204

C.1.3 When Multi-Org is Implemented in CRM On Demand at Account Level

If the users implement the multi-org functionality:

1. They implement the multi-org functionality in version 2.

2. They have set up multi-org functionality per the implementation guide.

Constraints for the users implementing the multi-org functionality:

1. In Oracle E-Business Suite, multi-org is implemented at the account site (address) level.

2. CRM On Demand allows multi-org representation at the account level only - that is, all addresses for a given account have one OU.

3. CRM On Demand does not allow adding custom field at the account site (address) level.

Note:

For a given account, it is not recommended to have different OU at the account site level in Oracle E-Business Suite because CRM On Demand supports OU at the account level only.

C.1.4 Use Cases for Multi-Org Implemented in CRM On Demand at Account level

Example 1: Account created in CRM On Demand and synched to Oracle E-Business Suite

Table C-5 lists the sample data created in CRM On Demand:

Note:

In CRM On Demand, OU is at the account level.

Table C-5 Sample Data Created in CRM On Demand

Account	Account Number Row ID	AddressRow ID	Account OU #
ABC Ltd	QA1004	QA126633	C 82
ABC Ltd	QA 1004	QA 126644
ABC Ltd	QA 1004	QA 202804

Table C-6 lists the final data synched to Oracle E-Business Suite from CRM On Demand:

Table C-6 Final Data Synched to Oracle E-Business Suite from CRM On Demand

Account	Account Number	cust_account_site_id	OU #
ABC Ltd	1004	126633	82
ABC Ltd	1004	126644	82
ABC Ltd	1004	202804	82

Note:

Default OU set in the AIA Configuration Property is 204.

In this example, account ABC Ltd has three account sites created in Oracle E-Business Suite with the same OU (82) as the one entered in CRM On Demand.

Example 2: Update from CRM On Demand and sync to Oracle E-Business Suite

During update from CRM On Demand, if the user selects a different OU, the account flow passes the new OU and it creates three new account sites in Oracle E-Business Suite for this new OU. All the three new account sites point to the same physical address.

Table C-7 uses the same data set from the example 1 and lists the final data synched to Oracle E-Business Suite as part of the update process:

Table C-7 Final Data Synched to Oracle E-Business Suite during Update Process

Account	Account Number	cust_account_site_id	OU #
ABC Ltd	1004	126633	82
ABC Ltd	1004	126644	82
ABC Ltd	1004	202804	82
ABC Ltd	1004	202807	204
ABC Ltd	1004	202802	204
ABC Ltd	1004	202801	204

Example 3: Account created in Oracle E-Business Suite and synched to CRM On Demand.

Table C-8 lists the data created in Oracle E-Business Suite:

Table C-8 Data Created in Oracle E-Business Suite

Account	Account Number	cust_account_site_id	OU #
ABC Ltd	1004	126633	82
ABC Ltd	1004	126644	82
ABC Ltd	1004	202804	82

When synching to CRM On Demand, the CRM On Demand account web services always use the default OU as defined in CRM On Demand.

Note:

In CRM On Demand, OU is at the account level.

Table C-9 lists the final data synched to CRM On Demand from Oracle E-Business Suite:

Table C-9 Final Data Synched to CRM On Demand from Oracle E-Business Suite

Account	Account NumberRow ID	Address_Row ID	Account OU #
ABC Ltd	1004	QA126633	C 204
ABC Ltd	1004	126644
ABC Ltd	1004	202804

For more information, see Oracle Lead to Order Integration Pack for Oracle CRM On Demand and Oracle E-Business Suite Implementation Guide.

C.1.5 Customization for Multi-Org Implementation in CRM On Demand at Account Level

If the user wants to bring back the OU from Oracle E-Business Suite to CRM On Demand, the user has to customize the CRM On Demand provider flow and Oracle E-Business Suite requester flow to receive the OU from Oracle E-Business Suite and sync it to CRM On Demand, else, the flow creates the account with the default OU.

For more information about how to implement the multi-org feature, see these sections: Section C.2, "Populating Initial Data for Cross-References", Section C.3, "Setting Up Domain Value Maps", Section C.4, "Adding Custom Fields in CRM On Demand", and Section C.5, "Assigning Sales Rep".

C.2 Populating Initial Data for Cross-References

To populate initial data for cross-references:

You must manually populate the ORGANIZATION_ID and USER_NAME cross-reference table after the install because no process flow exists for this synchronization. Manually add the data into this table using the sql insert statements. The ORGANIZATION_ID table holds the information for business units among the edge applications and the common value.

Sample sql statement (for ORGANIZATION_ID table):

EBIZ_01

INSERT INTO XREF_DATA (XREF_TABLE_NAME,XREF_COLUMN_NAME, ROW_NUMBER, VALUE, IS_DELETED, LAST_MODIFIED) VALUES (oramds:/apps/AIAMetaData/xref/ORGANIZATION_ID.xref, 'EBIZ_01', 'ROWNUM_ORG_1', '204', 'OPERATIONS', SYSTIMESTAMP)

CRM OD_01

INSERT INTO XREF_DATA (XREF_TABLE_NAME,XREF_COLUMN_NAME, ROW_NUMBER, VALUE, IS_DELETED, LAST_MODIFIED) VALUES (oramds:/apps/AIAMetaData/xref/ORGANIZATION_ID.xref, 'CRM OD_01', 'ROWNUM_ORG_1', '204', 'N', SYSTIMESTAMP)

COMMON

INSERT INTO XREF_DATA (XREF_TABLE_NAME,XREF_COLUMN_NAME, ROW_NUMBER, VALUE, IS_DELETED, LAST_MODIFIED) VALUES (oramds:/apps/AIAMetaData/xref/ORGANIZATION_ID.xref, 'COMMON', 'ROWNUM_ORG_1', '1001001', 'N', SYSTIMESTAMP)

For each set, which includes EBIZ_01, CRM OD_01, and COMMON, the row numbers must be identical to link these records to each other.

For more information on populating cross-references, see the Oracle Fusion Middleware Developer's Guide for Oracle SOA Suite, "Working with Cross References".

C.3 Setting Up Domain Value Maps

This setup is required only for multi-org implementation.

1. Using your web browser, log in to the SOA Composer (http://<machine name>:<soa-infra port>/soa/composer).

2. Click Open and select Open DVM.

3. Scroll down to find ORACLE_RESPONSIBILITY.dvm. Highlight it and click Open.

4. Click Edit.

5. Click Add to add new DVM rows.

6. Set ORACLE_RESPONSIBILITY.

   You must specify a valid responsibility that is assigned privileges to operate in the operating unit, and the responsibility must be assigned to the specified user. The default responsibility is set in the AIA Service configuration file "TransformAppContextEbizService.DefaultResponsibility" property for the service name "TransformAppcontextEbizService"

7. Insert rows for:

   1. EBIZ_USER_OU

      Enter the user name and organization ID in a format such as USER_NAME:ORGANIZATION_ID. (Example: OPERATIONS:204)

   2. EBIZ_RESP

      Enter the responsibility to be used for the user and organization specified. (Example: EBIZ_RESP - Order Management Super User, Vision Operations (USA))

   3. Setting ORDER_TYPE

      This must be set up if you are implementing the Opportunity to OM order flow. The ORDER_TYPE DVM must have EBS order type ID for each operating unit set in the ORGANIZATION_ID cross-reference.

8. To find the EBS ORDER_TYPE ID:

   1. Log in to Oracle E-Business Suite.

   2. Select the "Order Management Super User <OU>" responsibility for the operating unit.

   3. Click Assign under Setup: Transaction Types.

   4. Find the transaction type <Transaction Type> for the operating unit for which you want the orders to be created. The integration supports only one transaction type for all the orders created through the integration.

   5. Connect to the Oracle E-Business Suite DB and run the following query:

      select ta.transaction_type_id
      from oe_transaction_types_all ta, oe_transaction_types_tl t1
      where ta.transaction_type_id = t1.transaction_type_id and t1.language = 'US'
      and t1.name like '<Transaction Type> ' and ta.org_id = <ORGANIZATION_ID>
      

9. Insert rows in ORDER_TYPE.dvm:

   1. COMMON

      Insert one for each operating unit. It can be any desired value if it is unique for each operating unit.

   2. EBIZ_01

      Insert one for each EBS operating unit.

   3. CRM OD_01

      Insert one each for the operating unit that can be entered in CRM On Demand, concatenated with '::SALESORDER'. For example, 204 is an operating unit that can be entered in the CRM On Demand Account Details UI. So the value entered here should be: 204::SALESORDER.

10. Set QUOTE_TYPE

    This must be set up if you are implementing the opportunity to OM Quote Flow. The QUOTE_TYPE DVM must have EBS quote type ID for each operating unit set in the ORGANIZATION_ID cross-reference. The CRM quote takes the quote type from the EBS profile option ASO: Default Order Type. This should be set at the correct responsibility level.

11. To find the EBS ORDER_TYPE ID:

    1. Log in to Oracle E-Business Suite.

    2. Select the "Order Management Super User <OU>" responsibility for the operating unit.

    3. Click Assign under Setup: Transaction Types.

    4. Find the transaction type <Transaction Type> for the operating unit for which you want the orders to be created. The integration supports only one transaction type for all the orders created through the integration.

    5. Connect to the Oracle E-Business Suite DB and run the following query:

       select ta.transaction_type_id
       from oe_transaction_types_all ta, oe_transaction_types_tl t1
       where ta.transaction_type_id = t1.transaction_type_id and t1.language = 'US'
       and t1.name like '<Transaction Type> ' and ta.org_id = =<ORGANIZATION_ID>
       

12. Insert rows in QUOTE_TYPE.dvm:

    1. COMMON

       Insert one for each operating unit. It can be any desired value if it is unique for each operating unit.

    2. EBIZ_01

       Insert one for each EBS operating unit

    3. CRM OD_01

       Insert one each for the operating unit that can be entered in CRM On Demand, concatenated with '::QUOTE'. For example, 204 is an operating unit that can be entered in the CRM On Demand Account Details UI. So the value entered here should be 204::QUOTE.

C.4 Adding Custom Fields in CRM On Demand

This custom field is for multi-org implementation only.

To add operating units in the Account fields:

1. Log in to CRM On Demand.

2. Navigate to Admin, Application Customization.

3. Select the Account object.

4. Select Account Field Setup and click New Field.

   1. Enter Operating Unit for the display name.

   2. In Field Type, select Picklist.

   3. Select the required check box.

      Note:

      If you do not select Picklist, ensure that the Integration tag for the operating unit is still named plOperating_Unit. If it is named differently, the solution provided may not pick up the operating unit.

   4. Click Save.

5. After you are back in the Account Fields list, scroll down to find the operating unit, and click the Edit Picklist link.

6. Enter the Picklist values for each operating unit that is used.

7. Click the Edit link next to the Operating Unit field just added.

8. Select the required option from the Default Values field.

To assign the operating unit field to page layout:

1. Navigate to Admin, Application Customization.

2. Select an Account object.

3. Select Account Page Layout.

4. Update an existing layout by clicking Edit next to it.

5. Highlight Operating Unit in the Available Field section and click the > button in the desired location.

6. Click Finish.

To administer workflow rules for operating units:

1. Navigate to Admin, Workflow Configuration.

2. Click the workflow name that must be configured (that is, Account Insert, Account Update).

   Figure C-1 CRM On Demand Workflow Configuration

   
   

3. In the Workflow Rule Detail page under the Action section, click the icon next to Edit and select Configure link from the menu.

4. Select the check box next to the field name that is tracked (that is, Operating Unit).

   Figure C-2 Operating Unit Check Box in Admin Tab

   
   

5. Click Save.

6. Log out and log in again.

C.5 Assigning Sales Rep

CRM Quote requires the sales rep assigned to the "<Operating Unit>" as the sales rep.

1. Ensure that the "MO: Default Operating Unit" profile option for the responsibility "CRM Resource Manager, <Operating Unit>" is set to the "<Operating Unit>".

2. Select the "CRM Resource Manager, <Operating Unit>" responsibility.

3. Select the Import Resources item from the navigator under Maintain Resources.

4. Search for your resource.

5. Click Start Import.

6. Select the Create Sales People check box.

7. Pass "Quote Sales Credit" for the Sales Credit Type.

8. Click OK, Save Resource.

9. Click Details, Fill for the sales person number, select Quote Sales Credit for the sales credit type under the Receivables tab, and save the record.