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Oracle® Fusion Applications Post-Installation Guide
11g Release 5 (11.1.5)
Part Number E22380-06
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3 Customer Relationship Management

This chapter contains the following:

Setting Up E-Mail Marketing

Setting Up SMS Marketing

Setting Up Sales Prediction Engine

Setting Up Implicit Personalization Behavior

Setting Up E-Mail Marketing

Installing the Bounce Handling Daemon: Procedures

The E-Mail Marketing Server is a combination of components designed to support high volume, personalized e-mail messages, and to track e-mail bounces and click-through responses. The bounce handling daemon (BHD) tracks e-mail messages that cannot be delivered, parses the returned e-mail messages, and records the cause of the e-mail bounce.

Installing and Configuring the Bounce Handling Daemon

The bounce handling daemon installation program is available on the Fusion Applications companion disk. Prior to installing the program, ensure you have provisioned the Marketing application, noting the SOA host and port, and determined the designated server to place the daemon. The designated server must have port 25 available.


It is recommended that you place the bounce handling daemon in the DMZ. Optionally, you can place the bounce handling daemon behind an inbound mail transfer agent (MTA). The approach that you choose depends on the configuration of your network, DMZ, existing inbound mail transfer agent, and firewall.

Complete the following steps to install and configure the bounce handling daemon:

  1. Using the companion disk, locate and run the installation program: fusionbhd/Disk1/runInstaller. Provide information when prompted, such as the JDK location, designated BHD server installation directory, and the http or https protocol, host and port for the Marketing SOA URL.

  2. Navigate to the WLS_HOME/config/fwmconfig directory and copy the files and directory listed below to the $HOME/bhd/fusionapps/crm/ewm/bhd/bin directory.

  3. Update the root user permissions to allow read, write, and execute access to the jps-config-jse.xml and default-keystore.jks files and the bootstrap directory.

  4. Update the root user permissions to allow read, write, and execute access to the BHD server installation directory, it's subdirectories and files. The top level BHD server installation directory is specified during the install process.

  5. Grant read access to the fusionapps/crm/ewm/bhd/logs directory to nonroot users to provide availability to application log files.

  6. Sign in as a root user and enter the following to start the BHD service for port 25:

    Server Platform



    Navigate to the fusionapps/crm/ewm/bhd directory and enter the following command:

    • $ ./bin/ start

    MS Windows

    Run the bhd.exe executable file.

For more information on provisioning, see the Oracle Fusion Applications Quick Installation Guide. For more information on configuring other aspects of the e-mail server for marketing, see the Oracle Fusion Applications Marketing Implementation Guide.

Setting Up SMS Marketing

Enabling SMS Marketing Capability: Procedures

To use the SMS marketing campaign capability within Oracle Fusion Customer Relationship Management, you need to enable it after installing Oracle Fusion Applications. Customers interested in SMS marketing campaigns will need to complete SMPP Driver configuration in the SOA suite component Oracle User Messaging Service.

An instance of the SMPP driver is already installed as part of the Oracle Fusion Applications installation and is a part of the Oracle User Messaging Service, but it does not point to any User Messaging Server. To configure the SMPP driver, you need to have an account with an SMPP driver gateway vendor. For configuration instructions and the list of verified/approved 3rd party SMPP driver gateway vendors, refer the Oracle Fusion Middleware Administrator's Guide for Oracle SOA Suite on My Oracle Support.


Before proceeding with the enabling process, ensure that you have access rights to update and deploy applications on the WebLogic Administration Console and Oracle Enterprise Manager associated with the Customer Relationship Management domain.

  1. Sign in to the WebLogic Administration Console associated with the Customer Relationship domain.

  2. Under Deployments, you see the application usermessagingdriver-smpp in the Installed state.

  3. Expand usermessagingdriver-smpp and navigate to Targets tab. The Current Targets column shows (None specified), indicating that no target is configured.

  4. On the console, switch to the Lock and Edit mode, update the target to all servers in the CRM_SOACluster, and save the changes.

  5. While remaining in the Lock and Edit mode for the console, navigate to Deployments, select the check box next to usermessagingdriver-smpp and click Update. The Update Application Assistant wizard appears.

  6. For the Deployment Plan Path field, click Change Path and select the Fusion Applications specific deployment plan APPTOP/instance/applications/ums/crm/usermessagingdriver-smpp_FusionPlan.xml.

  7. Proceed to the subsequent screen of the Update Application Assistant wizard and select Release Configuration to commit the changes made until this point. The state of the application usermessagingdriver-smpp changes to Active.

  8. Sign out of WebLogic Administration Console.

  9. Sign in to the Oracle Enterprise Manager associated with the Customer Relationship Management domain.

  10. Expand CRMDomain - User Messaging Service, right-click the application usermessagingdriver-smpp and select SMPP Driver Properties from the context menu.

  11. Configure the driver and apply the changes.

  12. Restart the application usermessagingdriver-smpp to bring into effect the driver configuration changes.

You can now use the SMS Marketing capability of Oracle Fusion Customer Relationship Management.

Setting Up Sales Prediction Engine

Configuring Data Warehouse to Run the Oracle Fusion Sales Prediction Engine: Procedures

To run the Oracle Fusion Sales Prediction Engine in Oracle Fusion Applications Customer Relationship Management (CRM), perform the following post-installation tasks if you deployed Oracle Business Intelligence Applications and have created the Oracle Business Analytics Warehouse. For information on deploying and setting up Oracle Business Intelligence Applications, refer to the Oracle Fusion Middleware Configuration Guide for Oracle Business Intelligence Applications.

However, if you deployed only Oracle Transactional Business Intelligence, you need not perform these steps to run the Oracle Fusion Sales Prediction Engine.

Creating Data Warehouse Objects

You can create the Data Warehouse objects using the Sales Predictor Repository Creation Utility (RCU). To run the Sales Predictor RCU , ensure that the Oracle Business Intelligence Application (OBIA) Data Warehouse database and the related schema including database objects such as tables, are available. The Sales Predictor RCU creates Sales Predictor related Data Warehouse database objects such as Oracle Data Mining tables, views, packages, Oracle Real-time Decisions (RTD) Inline Service Processing tables, and the purge package in the existing OBIA schema.

Initiate the Sales Predictor RCU following these instructions.

  1. Access the file from the following location, and extract its contents to a local directory.

  2. Run the following command pointing to the BIN folder within the local directory:


    <OBIA Schema name> refers to the name of the OBIA schema that is used, and is an input parameter for the Sales Predictor RCU.

    The Sales Predictor RCU wizard appears.

  3. On the Welcome page, click Next and on the Create Repository page, ensure that the default option Create is selected and click Next.

  4. On the Database Connection Details page, provide the following information and click Next.

    The provided information is processed through a prerequisite check.

  5. On the confirmation dialog box, click OK.

  6. On the Select Components page, select the Oracle Application Components, and click Next.

  7. On the confirmation dialog box, click OK.

  8. On the Schema Passwords page, ensure that the Use same passwords for all schemas option is selected. Selecting this option provides the password used with the existing OBIA Schema Name.

  9. Enter the password again to confirm it, and click Next.

  10. On the Map Tablespaces page, click Next and on the confirmation box that subsequently appears, click OK.

  11. On the Summary page, review the database information provided until this point. If necessary, click Back to change details in the previous pages.

  12. Click Create to create the Data Warehouse objects. The Completion Summary page confirms the successful creation of the objects.

Create Data Warehouse Data Source in RTD WebLogic Server

The Data Warehouse requires a Java Naming and Directory Interface (JNDI) data source connection named DWDS that points to the Online Analytical Processing (OLAP) database residing on Oracle BI server. To create the data source using the RTD WebLogic Server console, follow these instructions.

  1. In the WebLogic Server console, open Services - JDBC - Data Sources and click New.

  2. On the JDBC Data Source Properties page, provide the following details and click Next.

  3. On the Transaction Options page, ensure that the default property Supports Global Transactions is selected, and click Next.

  4. On the Connection Properties page, provide the following values, and click Next.

  5. On the Test Database Connections page, review the details provided until this point, test the connectivity to the database, and click Next.

  6. Select the Oracle BI Server where you want to make the data source available, and click Finish.

Modifying the Profile Option

To enable connectivity to Data Warehouse, you must set the value for the profile option.


You can set the value for this profile option using Applications Core Setup, if you have roles allowing access to do so. The Application Implementation Administrator abstract role provides the necessary access.

  1. Sign in to the Oracle Fusion Applications Core Setup.

  2. Under the Tasks menu on the left side of the page, click Manage Administrator Profile Values. The Manage Administrator Profile Values tab appears.

  3. In the Profile Option Code field, enter ZCA_WAREHOUSE_ENABLED_BI and click Search. The profile option appears in the search results.

  4. In the Profile Values region, select the result item associated with the searched profile option, and under the Profile Value column, set the value to Yes.

  5. Click Save.

Pointing RTD to the Data Warehouse

The Sales Predictor Inline Service within RTD uses the profile option to point to the Data Warehouse tables.

You can point RTD to the Data Warehouse in one of the following ways:

To manually redeploy the Sales Predictor Inline Service, follow these instructions.

  1. Extract the contents of the file to a local directory.

  2. In the local directory, go to the folder ./client/CommandLineDeploy, locate and extract its contents to a folder.

  3. In that folder, locate ./OracleBI/RTD/deploytool folder and within that folder, open a command prompt terminal.


    Ensure that the JDK classpath is set for the command prompt terminal.

  4. Run the command: java -jar deploytool.jar -deploy -server <Server Host> -port <Port> -terminateSessions true <Full path of Directory/ Zip File>.

  5. When prompted, provide the user name and password to connect to the RTD server.

The message Deploymentstateid: id. Deployed to server port in state: Development appears indicating completeness of deployment of the Sales Predictor Inline Service.

Running the Schedule Predictive Model Training Process

The Oracle Fusion Sales Prediction Engine can also use data from the following Data Warehouse entity tables to make more accurate predictions:

Also, it is necessary to load either Assets or Orders tables into the corresponding Data Warehouse table. Once the data in the Data Warehouse entity tables are ready, you can go to the Schedule Predictive Model Training page to run the model training process.

For more information on OBIA, see Oracle Fusion Middleware Configuration Guide for Oracle Business Intelligence Applications.

Setting Up Implicit Personalization Behavior

Post-Deployment Steps for Implicit Personalization Behavior: Procedure

This topic covers the post-deployment activities required for Oracle Fusion CRM applications that support implicit personalization behavior.

Performing these activities fixes the inconsistent implicit personalization behavior between sessions in the following Oracle Fusion CRM applications:

Post-Deployment Activities

Make the following changes to the adf-config.xml file as a post-deployment activity.


These steps are applicable only for the Oracle Fusion CRM applications where implicit personalization behavior is supported.

  1. Shutdown the domain where the application is deployed.

  2. Search for adf-config.xml file. For example, for Sales application, this file is typically located at Sales <deploy directory>/SalesApp/V2.0/app/SalesApp/adf/META-INF/adf-config.xml

  3. Back up adf-config.xml file.

  4. Open adf-config.xml file in a text editor and comment out all occurrences of the tag <adf-faces-config> under the root node <adf-config>. . .</adf-config>. For example:

    <!-- adf-faces-config xmlns="">. . . </adf-faces-config --> 


  5. Add the following after the commented section.

    <adf-faces-config xmlns=""> 
    			<taglib uri="">
    				<tag name="layoutCustomizable">
    					<!-- Added to pass JAudit-->
    					<attribute name="layout"> 
    		<taglib uri=""> 
    			<tag name="showDetailFrame"> 
    				<!-- Added to pass JAudit--> 
    				<attribute name="disclosed"> 
    				<attribute name="height">
    			<!-- Added to pass JAudit-->
    			<tag name="portlet">
    				<attribute name="disclosed">
    				<attribute name="height">
    		<taglib uri="">
    			<tag name="column">
    				<attribute name="displayIndex">
    				<attribute name="visible">
    				<attribute name="width">


  6. Specifically for Customer Center application, and as an additional step, locate these lines under the <mds:cust-config> section:

    <mds:match path="/oracle/apps/">
    	<mds:customization-class name="oracle.apps.fnd.applcore.customization.ProductFamilyCC"/>
    	<mds:customization-class name="oracle.apps.fnd.applcore.customization.SiteCC"/>


    When you comment the lines, they appear as:

    <!--mds:match path="/oracle/apps/">
    	<mds:customization-class name="oracle.apps.fnd.applcore.customization.ProductFamilyCC"/>
    	<mds:customization-class name="oracle.apps.fnd.applcore.customization.SiteCC"/>


  7. Save and close the file

  8. Start up the domain that hosts the Oracle Fusion CRM application