This chapter discusses how to:
Set up CRM constants.
Manage CRM Employees.
This section provides an overview of CRM constants and discusses how to set up the CRM constants.
Before you can process any CRM-related information, you must set up the CRM Constants program to define the sales, service, and support features that the organization uses, and how the system processes information. You set up CRM constants once, and these settings are used to process CRM information for each company within the organization.
The CRM Constants program controls:
How the system saves information.
You can set up the system to automatically save information, or to prompt you to save information, when you move from one form to another. When you set up the system to prompt you, you have the option of saving the data or canceling the save. If you set up the system to save automatically, all data changes that you make are saved when you exit a form.
How the system determines which sales team members to assign to a sales opportunity.
You can set up the system to assign sales team members to a sales opportunity based on the sold to customer, the ship to customer, or both.
For example, a sales opportunity might have different sold to and ship to customers. Each of those customers has its own sales team. This constant determines whether the active members of the sold to, ship to, or both sales teams are copied to the sales opportunity sales team.
Which phone number to display for sales team members.
When you enter sales team members into the system, you can enter multiple phone numbers for each member. To ensure consistency when viewing the sales team members that are associated with customers, opportunities, quotes, and sales orders, you can specify which type of phone number is displayed for the sales team members.
For example, if the sales members are typically traveling, and can most easily be reached on a mobile phone, you can set up the system to display the mobile phone number of each sales team member.
How commissions are processed when a sales order is created.
You can determine whether records are written to the sales commission tables based on the sales order sold to address, ship to address, or both. This setting is used only to determine which sales team members receive commissions. You must set up commission information for sales team members and customers in Oracle's JD Edwards EnterpriseOne Sales Order Management system in order to calculate the actual commission amounts.
If you base commissions on the Sold To address, when a sales order is created, only the sales team members that are associated with the Sold To customer record are written to commission tables.
For example, Joe Smith is the sales representative for Customer A-1, which is designated as the Sold To customer on a sales order. Nancy Jones is the sales representative for Customer A-2, which is designated as the Ship To customer on the sales order. Because the CRM constants have been set up to base commissions on the Sold To record only, Joe Smith is the only sales team member whose commissions are written to the commissions tables.
Whether the system updates the Sales Order Extension tables.
You use the Sales Order Extension option to determine whether the system updates the F4201UR table and the F4211UR table at the time of sales order entry or when an opportunity is being converted to a sales order/quote. These tables can be configured by the user to store data that is not stored in other JD Edwards EnterpriseOne tables.
Which currency code and monetary amounts are associated with each gold bar level.
You can use gold bar functionality to visually display the potential monetary amount that is associated with a lead or opportunity. You define the monetary parameters that determine the number of gold bars that appear. There are four gold bars available for use. You set up the system so that the customers with the largest monetary potential display 4 bars, and those with the least amount of monetary potential display one, or no bars. The currency code that you enter in the constants is the currency that the system uses to determine the number of gold bars for each customer or opportunity.
Which type of calendar is displayed when using the calendar feature.
The calendar feature enables you to create several different types of calendars. Using the CRM Constants, you can specify the default calendar type to display when accessing the calendar feature from CRM applications. The system adds all activities that are created by or associated with CRM programs to the type of calendar that you specify in the constants. Typically, you select a CRM calendar so that the system adds all CRM-related activities to the CRM Calendar.
Calendar type codes are stored in UDC 01/CY, and might include types such as personal calendars, carrier calendars, or resource calendars.
See Also
Setting Up Commission Information
Form Name |
FormID |
Navigation |
Usage |
CRM Constants |
W90CA000C |
Sales Setup (G90CA03), CRM Constants |
Set up CRM Constants. |
Access the CRM Constants form.
CRM Constants, Process
Select the Process tab.
Implicit Save |
Enter an option that specifies whether the system prompts the user to save, or automatically saves data changes when exiting a form. |
CRM Constants, Sales Team
Select the Sales Team tab.
Sold To Ship To Default |
Specify whether the system assigns the sales team members to an opportunity based on the ship to customer, sold to customer, or both. For example, if you select Sold To, the system assigns the active sales team members from the opportunity's Sold To customer record to the sales opportunity. Values are: Blank: Sold To 1: Ship To 2: Both |
Phone Number Type |
Enter the type of phone number that the system displays on all sales team forms in the JD Edwards EnterpriseOne CRM Sales Force Automation system. Values are stored in UDC 01/PH and might include: Blank: Business telephone number FAX: Fax telephone number HOM: Home telephone number |
CRM Constants, Sales Order
Select the Sales Order tab.
Sold To Ship To Default |
Enter the method that the system uses to determine which members of a sales team are eligible to receive commissions for a sales order that is generated using the JD Edwards EnterpriseOne CRM Sales Force Automation system. This setting determines which sales team member records are written to the sales commissions tables when a sales order is created. Sales team members must be active on the sales team in order to be eligible for commissions. Values are: 0: Only sales members associated with the Sold To customer are eligible for commissions. 1: Only sales members associated with the Ship To customer are eligible for commissions. 2: Sales team members associated with both the Sold To and Ship To customers are eligible for commissions. |
Update Sales Order Extension |
Select this option if you want the system to update the F4201UR table and the F4211UR table during sales order entry, or when an opportunity is converted to a sales order or quote. These tables are used to store customized information about sales orders. It is necessary to update these tables only if you have set them up. |
CRM Constants, Gold Bars
Select the Gold Bars tab.
Company Currency Code |
Enter the value of the currency code you want to use to define the potential monetary amounts associated with opportunities. The system uses this currency code to calculate the monetary amount of each opportunity or customer for gold-bar display purposes. |
No Bars |
Enter the value at or below which no gold bars appear. For example, if you do not want gold bars to appear for any opportunities with a monetary value of 1,000 USD or less, enter 1000. This amount is associated with the currency code that you enter in the Currency Code field. |
One Bar |
Enter the values, between which, one gold bar appears. For example, if you want one gold bar to appear for opportunities with a monetary value between 1,000.01 USD and 15,000 USD, enter 1000.01 in the left field, and enter 15000 in the right field on the One Bar row. This amount is associated with the currency code that you enter in the Currency Code field. |
Two Bars |
Enter the values, between which, two gold bars appear. For example, if you want two gold bars to appear for opportunities with a monetary value between 15,000.01 USD and 100,000 USD, enter 15000.01 in the left field, and enter 100000 in the right field on the Two Bar row. This amount is associated with the currency code that you enter in the Currency Code field. |
Three Bars |
Enter the values, between which, three gold bars appear. For example, if you want three gold bars to appear for opportunities with a monetary value between 100,000.01 USD and 500,000 USD, enter 100000.01 in the left field, and enter 500000 in the right field on the Three Bar row. This amount is associated with the currency code that you enter in the Currency Code field. |
Four Bars |
Enter the value, above which, four gold bars appear. For example, to display four gold bars for opportunities of 500,000.01 USD or more, enter 500000.01 in the field in the Four Bar row. |
CRM Constants, Calendar
Select the Calendar tab.
Calendar Drop Down Menu |
Select the calendar option from the menu to determine the default calendar type that is displayed when the calendar feature is accessed from a CRM Sales Force Automation application. The system adds all activities that are created or associated with CRM applications to the calendar type that you specify here. Selecting a calendar type enables you to differentiate the calendar on which CRM-related activities reside, as compared to other activities. For example, Sarbanes Oxley activities might be on a Finance calendar. The system also uses the calendar type constant to determine which fields a user must complete when creating activities. |
This section provides an overview of employee information for CRM, and discusses how to:
Enter basic employee information.
Enter additional phone and email information for employees.
Set up service provider information.
Assign partners to employees.
Enter attachments for employees.
Review parent child relationships.
Set processing options for the Employee Detail program (P90CA040).
Set processing options for the Employee Processing Options program (P90CA043).
Before you can add an employee to the sales force or to a provider group, you must enter the employees into the system. Each sales or support employee must have a record in the F0101 table and the F0111 table.
The method that you use to enter employees depends upon the JD Edwards EnterpriseOne systems that the organization uses. If the organization uses Oracle's JD Edwards EnterpriseOne Human Capital Management (HCM), the system creates address book records during the HCM employee entry process. If you do not use JD Edwards EnterpriseOne Human Capital Management, you can enter employees into the system using Oracle's JD Edwards EnterpriseOne Address Book system.
Alternatively, you can enter employees using the Employee Detail program (P90CA040). This program enables you to enter and maintain all CRM-related employee information from one entry point. When you add employees using this program, the system creates the necessary address book records. Regardless of which method you use to enter employees, you can use the Employee Detail program to maintain all CRM-related employee information.
After you enter employees into the system, they can participate on sales teams associated with customers, opportunities, quotes, and sales orders. They can be added to provider groups, which are responsible for managing service requests or cases. Provider groups are also used to determine case escalation paths.
The employees in the organization might work frequently with members of other organizations with which you have partnerships. Some of the employees might be responsible for maintaining those partner relationships. Using the Employee Detail program, you can associate employees with multiple partners so that you can review partner relationships by employee.
Employees can be commissioned or non-commissioned. You can access employee commission information from the Employee Detail program entry point.
After you set up basic information about the employee, you can then enter additional employee information, such as:
Additional phone and email information.
Service provider information.
Partner relationships.
Attachments.
Before you enter or maintain CRM-related employee information, you must set the processing options for the Employee Detail program (P90CA040) and the Employee Processing Options program (P90CA043). The Employee Processing Options program can be accessed using the Interactive Versions program (fast path IV). This program is not located on a menu.
Reviewing CRM Information for Employees
In addition to entering employee information, you can use the Employee Detail program to review CRM-related employee information. This table lists the type of information that you can review, along with the description and location of the information:
Type of Information |
Description and Location |
Provider Group |
You can review all of the provider groups that an employee is associated with. Provider group information is located on the Service tab of the Employee - Manage <Employee Name> form. |
Cases |
You can review all of the cases that an employee is associated with. You can use this information to search for cases associated with an employee:
Case information is located on the Service tab of the Employee - Manage <Employee Name> form. |
Opportunities |
You can review all of the active opportunities for which the employee is a member of the sales team. The opportunity information that you can review includes:
Opportunity information is located on the Sales tab of the Employee - Manage <Employee Name> form. |
Pipeline |
You can review the potential revenue associated with an employee by viewing the employee's pipeline. Pipeline information is located on the Sales tab of the Employee - Manage <Employee Name> form. |
Customers |
You can review all of the customers with which an employee is associated. If the employee is a member of a customer's sales team, the system displays that customer. Customer information is located on the Customer and Partner tab of the Employee - Manage <Employee Name> form. |
Parent Child Hierarchy |
You can review the parent child relationships for employees within the organization. The system displays, in hierarchical detail, the organizational structure of the selected employees. |
When you review CRM-related information for employees, some forms enable you to click the Expand Hierarchy or Collapse Hierarchy buttons to view information for the selected employee as well as the employee's subordinates.
For example, Jane Ryan has 12 employees who report to her. When you review customer information for Jane, you initially see only those customers whose sales teams include Jane. If you click the Expand Hierarchy button, the system displays all customers whose sales teams include Jane or one of her subordinates. If you click the Collapse Hierarchy button, the system removes information about the subordinates, and displays only Jane's information.
Related Links
The Employee Detail program provides you with links to programs in other JD Edwards EnterpriseOne product areas that contain employee information. You can use these links to access, review, and edit these types of information:
Note. Documentation about entering and maintaining the preceding information resides in the product-specific implementation guides that are associated with each product area.
See Also
Setting Up Employee Information
Setting Up Commission Information
JD Edwards EnterpriseOne Accounts Payable 8.12 Implementation Guide
JD Edwards EnterpriseOne Accounts Receivable 8.12 Implementation Guide
Form Name |
FormID |
Navigation |
Usage |
Search For Employees |
W90CA040F |
|
Select existing employees for revision, or access the Add New Employee form. |
Employee Parent Child Relationships |
W90CA040D |
Click the Parent Child Hierarchy link on the Search for Employees form. |
Review parent child relationships. |
Add Employee |
W90CA048A |
Click Add on the Search for Employees form. |
Enter basic employee information. |
Employee - Manage <Employee Name> |
W90CA040A |
Select an employee from the Search for Employees form. |
Review and maintain employee information. |
Employee Attachments for <Name> |
W90CA047A |
Select the Attachments tab on the Employee - Manage <Employee Name> form. |
Enter attachments for an employee. |
Access the Add Employee form.
Search Type |
Verify that the system populates this field with an E. Values for this field are stored in UDC (01/ST), and are used to specify the kind of address book record the system creates. |
Business Unit |
Enter the business unit to which the employee belongs. |
Department |
Enter the name of the department in which the employee works. |
Industry Classification |
Enter the industry code associated with the employee. This code is part of a numerical system that is used in to classifies goods and services. This code can be in the format of these systems of classification:
Note. This code is not used in the sales force alignment process. You must add the employee to an industry grouping, not an industry classification, to automatically assign the employee to a sales team. |
Employee Y/N |
Select this option to specify that the record you are creating is for an employee. This field is informational only. |
HCM Records Exist |
Displays whether Human Capital Management (HCM) records exist for this employee. The system populates this field for employees who were entered using the JD Edwards EnterpriseOne HCM system. |
Ignore Service Escalation |
Select this option if you do not want the employee to be included in the escalation process for service requests. You can use this option to temporarily remove an employee from the escalation process while they are on vacation or away from the office for a significant period of time. |
Preferred Contact Method |
Enter the desired contact method for the employee. Examples include: E: Email F: Fax C: Phone W: Address P: Pager |
Access the Employee - Manage <Employee Name> form. Select the Employee link and then click the Phone and E-mail tab.
Access the Employee - Manage <Employee Name> form. Select the Employee tab and then click the Service Provider link.
ACD Extension |
Enter the ACD phone extension to which incoming service calls that are associated with this employee should be routed. |
Mail Box Designator |
Enter the type of employee mailbox that the system uses to deliver messages associated with service calls. |
Service Group |
Enter the name of the service group to which the employee belongs. Service groups enable you to separate employees into groups using information such as region, type of service provided, or billing arrangements. |
Work Center |
Enter the business unit, or work center, to which the employee belongs. Business unit security might prevent you from viewing information about business units for which you have no authority. |
Daylight Savings Rule |
Enter the daylight savings rule that is associated with the location in which the employee works. You use daylight savings rules to adjust time for a geographic or political locale. |
Pricing Method |
Enter a value that specifies the method that is used when charging customers for services provided by the employee. Values are: F: One flat rate. Charges for parts are already included in the flat rate. T: Actual labor hours. Charges for parts are based on actual parts used. Blank: The service provider is an internal service provider and should not be paid. Enter a blank value only when you are defining the method of pricing for a service provider. |
Reimbursement Mode |
Specify how the system reimburses the service provider for a claim or how a claim is paid by a supplier. For example, dealers can request payment for a claim through the standard accounts payable process, or they can request credits to their accounts receivable accounts. |
Pay Service Provider for Parts |
Enter a value that specifies whether the service provider should be paid for parts used during a repair. Values are: Y or 1: Pay. N or 0: Do not pay. |
Access the Employee - Manage <Employee Name> form, Customer and Partner tab. Click the Partner link.
To assign partners to employees:
Click the Assign Partners button.
On Link Partners, search for and select the partners that you want to attach to the employee, and then click Select.
The selected partners appear in the detail area of the form.
To remove a partner, click the Remove button.
Access the Employee Parent Child Relationships form.
You use the Extended Search link to locate a single employee and navigate directly to that employee in the hierarchy view. When you have selected a single employee, you can click the Up One Level button to show the employee's immediate supervisor in the tree and the All records button to show all top level employees in the tree.
Processing options enable you to specify the default processing for programs and reports.
Display
These processing options specify how information is displayed on the employee entry forms.
1. Tax ID (For Future Use) |
Specify whether the employee's tax ID is displayed on the employee forms. Values are: Blank: Display. (Default) 1: Hide. 2: Disable. |
Versions
These processing options specify which versions of associated programs the system uses when processing CRM employee information.
1. Address Book (P01012) Version, 2. Customer Master (P03013) Version, 3. Supplier Master (P04012) Version, 4. Contact Information (P90CA070) Version, 5. Employee Detail Processing (P90CA043) Version, and 6. Opportunities (P90CB020) Version |
Enter the version of the program that you want the system to use when processing CRM employee information. If you leave this option blank, the system uses ZJDE0001. |
Processing options enable you to specify the default processing for programs and reports.
Defaults
These processing options are used to specify default information about employees in the organization.
1. Search Type |
Specify the default search type that appears when you enter an employee into the system. The default value is E. |
2. Organizational Structure Type |
Specify the default organizational structure that appears when you enter an employee into the system. |
3. Employee Phone Number Type |
Specify which type of phone number to display for the employee. The system retrieves the first phone number of this type from the F0115 table. |
4. Relation Type |
Specify the default value for the Relation Type field when you enter an employee. Typically, you enter the employee's assistant as the related person. This value is used to update the F01112 table for the assistant. |
5. Assistant Phone Number Type |
Specify the default value that appears in the Assistant Phone Number Type field when you enter an employee. This value is used to update the Assistant Phone Number Type in the Contact Phone Number table (F0115). |
Versions
These processing options are used to specify program versions when entering employees.
1. Address Book MBF (P0100041) Version |
Specify the version of the Address Book MBF (P010004) to use when entering employees. If you leave this processing option blank, the system uses version ZJDE0001. |
2. Who's Who MBF (P0100087) Version |
Specify the version of the Who's Who MBF (P0100087) to use when entering employees. If you leave this processing option blank, the system uses version ZJDE0001. |