This chapter covers the following topics:
Oracle TeleSales uses Oracle's Trading Community Architecture (TCA) model which stores information about organizations, persons, and the relationships between them as separate entities. Be sure that you select the correct entity when you enter customer information.
You can only search for active customers, unless your administrator has enabled searches for inactive customers as well.
If you attempt to create a party that already exists, Oracle TeleSales will display the existing potential duplicate parties and then chose to create the new party or use an existing party.
Oracle TeleSales stores customer information you enter under three separate entities. These are called parties. The entities are:
Person: Use this party type to enter personal information for both consumers and contacts at organizations. Personal information includes home address, phone, as well as quotes and orders for purchases an individual makes as a consumer. If your organization sells to consumers, then this is the party type you will commonly use.
Organization: Use this party type to enter information about the organization you are doing business with. Using this party type you can also view all of the quotes and orders for business purchases made by contacts at this organization.
Party relationship: Use this party type to enter contacts for an organization. If your organization sells primarily to other businesses and organizations, then you will use this party type most of the time.
Each of these parties can have its own billing and shipping addresses, telephone numbers, notes, and associated tasks.
Note: If you are entering an address for a contact for an organization (with the party of type Party Relationship), then the address is automatically copied to the organization as well. This feature can be disabled by your administrator if needed. Only addresses are copied over, not phone numbers, e-mail addresses, or other information.
When you enter a contact for an organization using the Party Relationship party type, the application creates all three party types.
Suppose, for example, you enter Jack Jones, the purchasing manager at the ABC Company, as a new customer at a new organization. The application automatically creates three parties:
Person: Jack Jones
Organization: ABC Company
Party Relationship: Jack Jones purchasing manager of the ABC Company
Use the person party type to:
Enter and view Jack Jones's home address and other contact information.
Enter and view his personal interests.
Enter and view all purchases he makes as a consumer. If Jack Jones buys a Christmas gift for his daughter Jane, for example, then you must record this sale using the person party type.
Capture relationships between Jack Jones and other persons. Here is where you enter the fact that Jack Jones is the father of Jane Jones.
Use the organization party type to:
Enter and view general information about the ABC Company, Jack Jones's employer.
View quotes and orders for the organization. This includes those placed by Jack Jones in his capacity as employee of the organization.
Manage leads and opportunities for the ABC Company. This includes any leads and opportunities on which Jack Jones is the contact.
View all of the other contacts at the ABC Company.
View all of the quotes and orders for the ABC Company.
Use the Party Relationship party type to track information relating to Jack Jones's job:
Enter addresses, phone numbers, and other information for Jack Jones in his capacity as a purchasing manager of ABC Company.
Capture the relationship between Jack Jones and different organizations. If Jack Jones changes jobs and moves to another organization, this is the party type you use to record his move.
Use the Person tab in the eBusiness Center to enter information about a consumer or personal details about a contact at an organization.
In this tab you can:
Name pronunciation, language, and other details
Educational background
Product interest
Employment and military history
Personal interests
Contact roles
Restrict interactions with consumers
Note: This tab is disabled if you select the name of the organization from the View Details For region.
Use this procedure to search for and display a person, organization, or party relationship in the eBusiness Center header.
Steps
Navigate to the eBusiness Center.
From the Party Type drop-down list, select Person, or Organization, or Party Relationship.
Use the various LOVs to search for the party.
If too many results display for you to examine easily, then click Cancel to close the LOV window and perform a search for the party using the Universal Search window instead.
Use this procedure to view all of the contacts for an organization.
Steps
If the eBusiness Center is blank or does not display the correct organization, then:
From the Party Type drop-down list, select Party Relationship.
Use the Organization List of Values (LOV) to select the organization.
Use the First or Last field LOV to view the list of contacts at the organization.
Ensure that the Business Center header displays the correct organization and Organization is selected from the Party Type drop-down list.
In the View Details region, select the name of the organization.
Select the Relationship tab.
The Object Relationship region displays the contacts for the organization.
If you want to view or modify the details of any of the contacts, then select one by clicking on the unlabeled drill-down button to the left of the information you want to view.
If you want to view details about the relationship such as job title, department, and phone number, then double-click the contact type.
Use this procedure to enter a new contact at an existing organization.
Steps
Navigate to the eBusiness Center.
From the Party Type drop-down list, select Party Relationship.
Display the organization in the eBusiness Center header.
Click Create.
Enter the information for the individual.
Click Save on the toolbar. If the party is a potential duplicate, you can choose to use the new party or use an existing party.
Use this procedure to enter a new contact for a new organization
Steps
Navigate to the eBusiness Center.
From the Party Type drop-down list, select Party Relationship.
Click Create.
Click Both.
Enter the names and other information.
Note: The phone number and e-mail you enter here is tied to the contact and not the organization.
Choose a relation from the LOV.
Click the ellipsis button beside the Address field.
The Address window displays fields in the format for the selected country.
Enter address information.
Click OK.
The address you enter here is the primary address for the contact and appears whenever you display the contact in the eBusiness Center header.
Note: By default, the address you enter here for the contact automatically becomes an address for the organization as well, unless this feature is disabled by your administrator.
Click Save on the toolbar. If the party is a potential duplicate, you can choose to use the new party or use an existing party.
Use this procedure to enter a new consumer.
Steps
Navigate to the eBusiness Center.
From the Party Type drop-down list, select Person.
Enter the consumer's name and other information.
Click the ellipsis button beside the Address field.
The Address window displays fields in the format for the selected country.
Enter address information.
Click OK.
The window closes and the address appears in the Address field in a concatenated form. The address you enter here appears whenever this consumer is displayed in the eBusiness Center header.
Click Save on the toolbar. If the party is a potential duplicate, you can choose to use the new party or use an existing party.
Use this procedure to create a new organization.
Steps
Navigate to the eBusiness Center.
From the Party Type drop-down list, select Organization.
Use the Organization List of Values (LOV) to check if the organization already exists in the database.
Enter the organization name and other information.
Note: The phone number and e-mail you enter here is tied to the organization and does not display when you view contacts for the organization.
Click the ellipsis button beside the Address field.
The Address window displays fields in the format for the selected country.
Enter address information.
Click OK.
The window closes and the address appears in the Address field in a concatenated form. The address you enter here is the primary address for the organization and appears whenever you display the organization as party type of Organization.
Click Save on the toolbar. If the party is a potential duplicate, you can choose to use the new party or use an existing party.
Use this procedure to enter an address on the Address/Phone tab of the eBusiness Center.
If you are entering a private address, then you must enter it under the party type of Person. If you are entering a business address, then enter it under the party type of Party Relationship or Organization.
A party can have multiple addresses, but only one primary address. The primary address is the one that appears in the eBusiness Center header when you display the party.
Steps
Select the correct View Details that relates to the party's address.
For example, if you are viewing a contact in the header and you want to enter a business address for the contact, then select the person and organization option. If the address is the personal address for the person, then select the person's name. If the address is for the organization, then select the organization name.
Select the Address/Phone tab.
Choose a country from the LOV.
Click the ellipsis button beside the Address field.
The Address window displays fields in the format for the selected country.
Enter address information.
Click OK.
The window closes and the address appears in the Address field in a concatenated form.
If the address is the primary address for the party, then select the Primary check box.
Note: You can only have one primary address for a contact, consumer, or organization.
Specify the different uses using the Address Usage column. A single address can have multiple uses, such as the shipping and billing address, for example.
Use the Address Usage field LOV to specify a use for this address.
To specify additional uses, select a new line and repeat the previous step.
If the address is the primary address for that Address Type, then select the Primary check box next to the address type.
You must select this check box only if you have specified more than one address for a specific type. For example, if you specified ten addresses to be the billing addresses for an organization, then you must select one of these as the primary billing address. Designating an address to be primary means that this address is automatically defaulted whenever you enter an address for that type. For example, the billing address designated as primary is the one that will show up by default on a customer invoice.
Note: A primary designation for an address type is not the same as the primary address for a party.
In the Contact Points window, use the Contact Method LOV to select the information type to enter (telephone number, e-mail address, or URL) and enter that information.
Enter any contact restrictions.
Click Save on the toolbar.
By default, an address you enter for a contact at an organization (party of type Party Relationship) automatically becomes an address for the organization as well. However, a contact's primary address does not automatically become the primary address for the organization as well.
If no style is assigned to a selected country, then all the address fields display.
To delete the use of an address or an address type, select Inactive. You cannot delete an address because other types of information, including leads and opportunities, might depend on it. But you can either edit the address or effectively remove it from use. Making an address inactive means that it is no longer visible to other users, unless these users specify that they want to view inactive addresses.
The current version of Oracle TeleSales automatically enters today's date as the end date after you select the Inactive check box and vice versa. However, entering a future date as the end date does not automatically make the information inactive after that date.
Use this procedure to enter details about a person. Details include name pronunciation, educational background, product interests, personal interests, employment history, and military history.
Prerequisites
Steps
In the View Details region, select the individual's name.
Note: This option is unavailable if the header displays information for an organization (the party type of Organization).
Select the Person tab.
Enter information about the person using the various buttons.
To enter language information, click Person Language. Enter the language information and click OK.
You can select only one primary language and one native language. The native one is copied to the Native Language field of the Personal Profile region.
Click Contact Roles to add information on your roles as a contact.
Click Details to add information on product interest, job or military history, education, party interest, sales team, and party classification.
When you are done, select another tab or click Cancel to close the Person Details window. Click Yes to save your changes.
Click Restrictions to add any restrictions that apply to contacting the customer.
Click OK to close the Restrictions window, then click Save in the toolbar.
When you save, the list is not refreshed automatically, so your entry does not display in the list until the next time you select the tab or open the window.
Use this procedure to classify an organization according to your organization's classification scheme. You can apply multiple classifications to one organization. For example, you can apply multiple codes from the seeded U.S. government's Standard Industrial Classification (SIC) to capture the whole range of areas where the organization does business.
Prerequisites
Steps
In the View Details region, select the organization name.
Select the Organization tab.
Click Details.
The Organization Details window appears.
Select the Party Classification tab.
For each classification:
Click New.
Use the Class Category List of Values (LOV) to enter a classification category. This entry changes the available classifications in the next step.
Use the Class Code LOV to enter a classification.
Enter a date in Start Date Active.
Optionally, enter an end date.
Optionally, enter a rank. This field is a free-text field.
If this classification is the primary classification for this organization, then select the Primary flag. You can only select one classification as the primary classification.
Click Save on the toolbar.
Use this procedure to classify an organization according to purchase interest categories. Purchase interest categories are broken up into interest types, primary interests, and secondary interests.
Prerequisites
Steps
In the View Details region of the eBusiness Center, select the name of the organization.
Note: This option is unavailable if the header displays information on a consumer (the party type of Person).
Select the Organization tab.
Click Details.
The Organization Details window appears.
Select the Site Classification tab.
Use the interest Type, Primary interest, and Secondary interest Lists of Values (LOV) to classify the organization's interest in your products.
Optionally, use the Location LOV to enter an address for the site with those purchase interests.
Click Save on the toolbar.
Click New to enter additional site classifications.
Use this procedure to enter information about an organization. This includes purchase interests and information on the fiscal year and revenue.
Prerequisites
Steps
In the View Details region, select the name of the organization.
Note: This option is unavailable if the header displays information on a consumer (the party type of person).
Select the Organization tab.
Enter information about the company. See the following table for information on specific fields.
Click Save on the toolbar.
Use this procedure to enter details about an organization's interests. The information you enter here is stored with the party of type Organization.
Prerequisites
Steps
In the View Details region, select the organization name.
Select Organization tab.
Click Details.
The Organization Details window appears.
Select the Party Interest tab.
You can enter multiple interests. For each entry:
Enter the interests using the fields provided.
Click Save on the toolbar.
Click New to enter additional records.
When you are done, select another tab or click Cancel to close the Organization Details window.
Use this procedure to enter restrictions on an organization's activities.
Prerequisites
Step
Click Restrictions.
Use the Restriction Types LOV to enter a restriction type.
Use the Calendar LOV to enter a start and end date for the period over which the restriction applies. If you do not enter an end date, then the restriction remains in effect indefinitely.
Use the Reason LOV to select a reason for the restriction.
Click OK.
Steps
In the View Details region of the eBusiness Center, select the appropriate option.
Select the Person tab or the Organization tab.
Click Details.
The Person Details or Organization Details window appears.
Select the Sales Team tab.
You can add multiple sales team members and partners to the sales team or a whole sales team:
If you want to select a partner for the sales team, then, from the Display drop-down list, select Partner. The selection is Employee by default. The search results enable you to view partner information including address, partner type, level, and certification level. Select a partner and click OK.
Place your cursor in the Name field.
Click New.
Use the Name List of Values (LOV) to select a sales team member.
If you want this individual to have view-only access to all opportunities and leads for this customer regardless of whether they are on the opportunity or lead sales team, then use the Role LOVs to select Account Manager.
Note: The role you assign here is different from the group and role you select for reporting purposes.
If you want to keep the new team member on the team regardless of the assignment made by the territory management module, then select the Keep check box.
Click Save on the toolbar.
Use this procedure to create new consumers, organizations, or organizational contacts. This procedure provides an alternate way of creating parties in your database and can be used only in the Collateral, Events, Lead, or Opportunity tabs in the eBusiness Center. Use this method to enter basic customer information for sending collateral, enrolling customers in events, and creating leads and opportunities.
Navigation
Navigator > eBusiness Center > Collateral
Navigator > eBusiness Center > Event
Navigator > eBusiness Center > Lead
Navigator > eBusiness Center > Opportunity
Prerequisites
Steps
From the Navigate To menu choose Create Party/Contact.
The Creation of Party window appears.
From the Party Type drop-down list, select the party type you are creating:
Organization: to create an organization
Person: to create a consumer.
Party Relationship: to create a contact at an organization.
If you are creating a contact at an organization, then the Organization field populates automatically with the name of the organization displayed in the header.
Enter the individual's name.
If you are creating a contact at an organization, then use the Relation List of Values (LOV) to enter a relationship. Usually this is "Contact".
Enter the person's e-mail address. You need this to send confirmation e-mail and electronic collateral.
Enter other contact information.
Click OK.
Use this procedure to add a new account from the eBusiness Center.
Prerequisites
Steps
In the View Details region, you must select a person name, organization name, or account number.
Select the Account tab.
The Account tab displays a list of existing accounts for the selected party.
Click New.
The displayed account detail information is cleared and ready for data entry.
Enter a name for the account.
Select an account status, such as active.
Click Save on the toolbar.
If you want to add additional account information, then click Details.
The Account Details window displays.
If you want to add roles to the account, then click the Roles tab and perform the following steps:
Select the party.
Select the role type.
Select the status for the role, such as active.
Select the appropriate address for the party from the LOV. After, saved, the address cannot be updated.
Optionally add the same party and role again with another address and repeat for any number of addresses.
Optionally add other parties and roles.
If you want to relate the new account to another account, then click the Relationships tab and select the account.
Click Save in the toolbar.
Use this procedure to add sites to an account.
Note that an internal mark (depending on system settings) can be added to your newly created account sites. If you attempt to create a new account site and the internal mark has not been added, you will receive this error message:
You will not be able to create the Account Site since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator.
You will be able to see the internal mark only on the account details form and only if you have access to it through your responsibility.
Prerequisites
Steps
In the View Details region, you must select a person name, organization name, or account number.
Select the Account tab.
Select the account in the table.
Click Details.
Select the Sites tab.
Click New.
Use the LOV to select one of the party sites.
Use the LOV to select the correct site use.
Select Active if the site is active for the account.
Select Primary if this is the primary site for the account.
Click Save on the toolbar.
You can assign a role to a party for an account. You can assign multiple addresses to a role.
Prerequisites
Steps
In the eBusiness Center, select the Account tab.
The tab displays the accounts in a dynamic table.
Select the account in the table.
Click Details.
Select the Roles tab.
A list of currently assigned roles appears.
Click New.
Select a party name from the LOV.
Select the role type the party plays for the account.
For Role Status, select active, inactive, or deleted.
If this is the primary role for the account, then select Primary Role.
Select the appropriate address for the party.
Click Save on the toolbar.
A party can be given more than one role. A party with any given role can have more than one address. Add the party again, assign it the same role, and select another address.
Use this procedure to add relationships between the displayed account and other accounts.
Note that an internal mark (depending on system settings) can be added to your newly created account relationships. If you attempt to create a new account relationship and the internal mark has not been added, you will receive this error message:
You will not be able to create the Account Relationship since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator.
You will be able to see the internal mark only on the account details form and only if you have access to it through your responsibility.
Prerequisites
Steps
In the View Details region, you must select a person name, organization name, or account number.
Select the Account tab.
Select the account in the table.
Click Details.
Select the Relationships tab.
Click New.
Use either the Related Account Name or Related Account Number LOV to find the account.
In Relationship Type, choose whether the account is in a parent/subsidiary relationship, a reciprocal relationship, or all.
Select the status for the account relationship, such as Active.
Select Reciprocal if you want to save the relationship for the related account as well as for the current account.
Add a relationship for account A with account B and select reciprocal. Account B now has a relationship with account A
Add a relationship for account X with account Y and do not select reciprocal. Account Y does not have a relationship with account X.
Click Save on the toolbar.