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Contents
List of Figures
Title and Copyright Information
Preface
Audience
JD Edwards EnterpriseOne Products
Documentation Accessibility
Related Documents
Conventions
1
Introduction to JD Edwards EnterpriseOne Customer Relationship Management Application Fundamentals
1.1
JD Edwards EnterpriseOne CRM Application Fundamentals Overview
1.2
JD Edwards EnterpriseOne CRM Foundation Business Processes
1.3
JD Edwards EnterpriseOne CRM Foundation Integrations
1.3.1
JD Edwards EnterpriseOne Address Book
1.3.2
JD Edwards EnterpriseOne Customer Relationship Management Systems
1.4
JD Edwards EnterpriseOne CRM Foundation Implementation
1.4.1
Global Implementation Steps
1.4.2
JD Edwards EnterpriseOne CRM Foundation Implementation Steps
2
Understanding JD Edwards EnterpriseOne CRM Fundamentals
2.1
Understanding JD Edwards EnterpriseOne Customer Relationship Management Products
2.2
Understanding JD Edwards EnterpriseOne CRM Fundamentals Applications
2.3
Understanding CRM Constants
2.4
Understanding Employees
2.5
Understanding Catalogs
2.6
Understanding Customers
2.7
Understanding Partners
2.8
Understanding Contacts
2.9
Understanding Call Plans
2.10
Understanding Email and Mail Merge
2.11
Understanding Hotkeys for CRM Foundation
3
Setting Up the CRM Foundation System
3.1
Activating the CRM Foundation System
3.1.1
Understanding System Activation
3.1.2
Form Used to Activate the CRM Foundation System
3.1.3
Activating the CRM Foundation System
3.2
Setting Up CRM Constants
3.2.1
Understanding CRM Constants
3.2.2
Form Used to Set Up CRM Constants
3.2.3
Setting Up CRM Constants
3.2.3.1
CRM Constants, Process
3.2.3.2
CRM Constants, Sales Team
3.2.3.3
CRM Constants, Sales Order
3.2.3.4
CRM Constants, Gold Bars
3.2.3.5
CRM Constants, Calendar
4
Managing Employees for CRM
4.1
Managing CRM Employees
4.1.1
Understanding Employee Information for CRM
4.1.1.1
Reviewing CRM Information for Employees
4.1.1.2
Related Links
4.1.2
Forms Used to Enter Employees for CRM
4.1.3
Entering Basic Employee Information
4.1.4
Entering Additional Phone and Email Information for Employees
4.1.5
Setting Up Service Provider Information
4.1.6
Assigning Partners to Employees
4.1.7
Reviewing Parent Child Relationships
4.1.8
Setting Processing Options for the Employee Detail Program (P90CA040)
4.1.8.1
Display
4.1.8.2
Versions
4.1.9
Setting Processing Options for the Employee Processing Options Program (P90CA043)
4.1.9.1
Defaults
4.1.9.2
Versions
5
Managing Items and Item Catalogs for CRM
5.1
Understanding Items and Item Catalogs
5.2
Prerequisites
5.3
Managing Items
5.3.1
Understanding Item Management for CRM
5.3.2
Forms Used to Manage Items
5.3.3
Associating an Item with a Partner
5.3.4
Accessing a Sales Opportunity from an Item
5.4
Managing Item Catalogs
5.4.1
Understanding Item Catalogs
5.4.1.1
Accessing Item Catalogs
5.4.1.2
Selection Modes
5.4.1.3
Navigating the Catalog Hierarchy
5.4.1.4
Advanced Catalog Searches
5.4.1.5
Advanced Item Searches
5.4.2
Forms Used to Manage Item Catalogs
5.4.3
Creating a New Catalog
5.4.4
Performing an Advanced Item Search
5.4.5
Performing an Advanced Catalog Search
5.4.6
Setting Processing Options for the Item Catalog Program (P90CA106)
5.4.6.1
Default
6
Managing Customer Information
6.1
Understanding Customer Information
6.2
Entering Basic Customer Information
6.2.1
Understanding Basic Customer Information
6.2.2
Forms Used to Enter Basic Customer Information
6.2.3
Entering Basic Customer Information
6.2.3.1
Address and Phones
6.2.3.2
Financial
6.2.3.3
Classification
6.2.4
Setting Processing Options for the CRM Customer Detail Program (P90CA080)
6.2.4.1
Entry
6.2.4.2
Versions
6.2.4.3
Process
6.2.4.4
Mobile Client
6.3
Entering Additional Customer Information
6.3.1
Understanding Additional Customer Information
6.3.2
Forms Used to Enter Additional Customer Information
6.3.3
Activating a Customer Record for Sales Order Processing
6.3.4
Entering Additional Address and Phone Information
6.3.5
Entering Customer Financial Information
6.3.5.1
Credit
6.3.5.2
Tax
6.3.5.3
G/L Distribution
6.3.5.4
Collection
6.3.5.5
Invoice
6.3.6
Entering Customer Options
6.3.6.1
Ordering Options
6.3.6.2
Pricing Options
6.3.6.3
Shipping Options
6.3.7
Entering Service Information for a Customer
6.3.8
Using Related Links
6.3.9
Entering Customer Contacts
6.3.10
Attaching Partners to a Customer
6.3.11
Adding Activities to a Customer
6.3.12
Creating Customer Profiles
6.4
Reviewing Sales Information for Customers
6.4.1
Understanding Sales Information
6.4.2
Forms Used to Review Sales Information
6.4.3
Reviewing Sales Team Information
6.4.4
Reviewing Customer Opportunities
6.4.5
Viewing the Pipeline
6.4.6
Reviewing Quotes and Sales Orders
6.5
Reviewing Service Information For Customers
6.5.1
Forms Used to View or Modify Service Information
6.5.2
Reviewing Equipment Master Information
6.5.3
Reviewing Service Contract Information
6.5.4
Reviewing Case Information
6.5.5
Reviewing Service Work Order Information
7
Managing Partners
7.1
Understanding Partner Information
7.1.1
View Partners
7.2
Entering Basic Partner Information
7.2.1
Understanding Partner Entry
7.2.2
Prerequisite
7.2.3
Form Used to Enter Partners
7.2.4
Adding a New Partner Record
7.2.4.1
Address Book
7.2.4.2
Mailing
7.2.4.3
Additional 1
7.2.4.4
Additional 2
7.2.4.5
Related Address
7.2.4.6
Cat Codes
7.3
Managing Partner Information
7.3.1
Understanding Partner Management
7.3.2
Form Used to Manage Partner Information
7.3.3
Assigning Partners to Employees, Customers, Leads, or Items
7.3.4
Assigning Partners to Cases, Opportunities, or Activities
7.3.5
Assigning Partner Contacts to Cases or Activities
7.3.6
Assigning Partner Contacts to Opportunities
8
Managing Contacts
8.1
Understanding Contact Information
8.2
Entering Contact Information
8.2.1
Forms Used to Enter Contact Information
8.2.2
Entering Contacts
8.2.3
Setting Processing Options for the Manage Contacts Application (P90CA070)
8.2.3.1
Versions
8.2.3.2
Mobile Client
8.3
Managing Contact Information
8.3.1
Understanding Contact Management
8.3.2
Forms Used to Manage Contact Information
8.3.3
Modifying Contact Address Information
8.3.4
Modifying Contact Phone and Electronic Address Information
8.3.5
Enter Related People for a Contact
8.3.6
Creating Contact Profiles
8.4
Managing Contact Activities
8.4.1
Understanding Contact Activities
8.4.2
Forms Used to View and Modify Activity Information
8.4.3
Viewing or Modifying Contact Activities
8.4.4
Adding a New Activity for the Contact
8.4.5
Linking the Activity to an Action Plan
8.4.6
Viewing or Modifying Contact Email
9
Using Call Plans
9.1
Understanding Call Plans
9.2
Creating New Call Plan Templates
9.2.1
Understanding Call Plan Templates
9.2.2
Forms Used to Create New Call Plan Templates
9.2.3
Creating a New Call Plan Template
9.3
Working With Call Plan Templates
9.3.1
Understanding Working With Call Plans
9.3.2
Prerequisite
9.3.3
Forms Used to Work with Call Plan Templates
9.3.4
Attaching a Call Plan to an Activity
10
Using Email and Mail Merge
10.1
Understanding Email and Mail Merge
10.2
Managing Email Groups
10.2.1
Understanding Email Groups
10.2.2
Forms Used To Manage Email Groups
10.2.3
Creating Email Groups
10.2.4
Maintaining Email Groups
10.3
Managing Emails
10.3.1
Understanding the Email Application
10.3.2
Forms Used to Use the Email Application
10.3.3
Viewing and Modifying Existing Email Information
10.3.4
Creating Email Messages
10.3.5
Creating Email Attachments
10.3.6
Adding or Removing Distribution Groups and Individuals
10.3.7
Sending Emails
10.3.8
Tracking Sent Emails
10.4
Using the Email Merge Feature
10.4.1
Understanding Email Merges
10.4.2
Forms Used to Use the Email Merge Feature
10.4.3
Setting Up an Email Merge for Contacts or Employees
10.4.4
Inserting Tokens in the Email Body
10.5
Using the Mail Merge Wizard
10.5.1
Understanding Mail Merges
10.5.2
Forms Used to Use the Mail Merge Wizard
10.5.3
Creating Mail Merge and Envelope Templates
10.5.3.1
Required System Setup
10.5.4
Processing a Mail Merge
A
JD Edwards EnterpriseOne CRM Fundamentals Reports
A.1
JD Edwards EnterpriseOne CRM Fundamentals Reports: A to Z
A.2
JD Edwards EnterpriseOne CRM Fundamentals: Selected Reports
A.2.1
R90CA0101E - Employee Phone List Report
A.2.2
Processing Options for the Employee Phone List Report (R90CA0101E)
A.2.2.1
Defaults
A.2.3
R90CA0111A - Contacts for a Customer Report
A.2.4
Processing Options for the Contacts for a Customer Report (R90CA0111A)
A.2.4.1
Defaults
A.2.5
R90CA080B - Customer/Contact Summary Report
A.2.6
Processing Options for the Customer/Contact Summary Report (R90CA080B)
A.2.6.1
Defaults
A.2.7
R90CA1301B - Activities For A Customer Contact Report
A.2.8
Processing Options for the Activities For A Customer Contact Report (R90CA1301B)
A.2.8.1
Defaults
A.2.9
R90CA13D - Periodic Planner Report
A.2.10
Processing Options for the Periodic Planner Report (R90CA13D)
A.2.10.1
Process
A.2.10.2
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Glossary
Index
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