Oracle TeleSales User Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle TeleSales

Overview of Oracle TeleSales

Oracle TeleSales Key Features

Oracle TeleSales Integrations

The eBusiness Center

Accessing the Oracle TeleSales eBusiness Center

Accessing Leads, Opportunities, and Other Work from Your Work Queue

Working with Multi-Organization Access

Accessing Reports

Choosing Sales Group Roles

Quick Menu

Oracle TeleSales Business User Flows

Process flow to Create and Implement a Telemarketing Campaign

Process Flow to Create and Conduct a Marketing Event

Process Flow for Campaign to TeleSales

Process Flow for Inbound Call to Lead

Process Flow for Lead to Opportunity

Process Flow for Opportunity to Forecast

Process Flow for Opportunity to Order

Process Flow for Product Trade-in to Order

Performing Searches

Overview of Searching

Using the Universal Search Window

Performing Quick Searches

Performing a Customer Smart Search

Saving and Viewing Search Results

Saving and Reusing a Search

Searching Using a Query You Have Saved

Viewing a List You Have Created

Performing Expanded Searches

Placing a List on the Universal Work Queue

Maintaining Customer Information

Overview of Customer Information

Using the Person Tab

Displaying a Person, Organization, or Party Relationship in the eBusiness Center Header

Viewing All Contacts for an Organization

Entering a New Contact for an Existing Organization

Entering a New Contact for a New Organization

Entering a New Consumer

Entering a New Organization

Entering an Address

Entering Person Details

Classifying an Organization Using SIC and Other Codes

Classifying an Organization by Purchase Interests

Entering Revenue, Fiscal Year, and Other Organization Details

Entering Details About an Organization's Interests

Specifying Restrictions on an Organization

Specifying a Sales Team

Creating Parties During Another Activity

Adding an Account

Adding Sites to an Account

Adding a Party to an Account

Adding Account Relationships

Recording Customer Relationships

Overview of Relationships

Capturing a Relationship Between a Person and an Organization

Capturing a Relationship Between Two Organizations

Capturing a Relationship Between Two Persons

Ending a Relationship Between a Person and an Organization

Working with Leads

Overview of Working with Leads

Creating a Lead in the eBusiness Center

Displaying a Lead in the eBusiness Center

Displaying a Lead in the Lead Center

Creating a Lead in the Lead Center

Entering Interests, Contacts, and Preferred Partner in the Lead Center

Accepting a Lead Assigned to You

Refusing a Lead Assigned to You

Assigning a Lead to Someone Else

Selecting Individuals and Sales Groups for a Lead Sales Team

Viewing Opportunities Created from a Lead

Qualifying a Lead

Working With Leads in the Universal Work Queue

Tracking Opportunities

Overview of Tracking Opportunities

Displaying an Opportunity in the eBusiness Center

Creating an Opportunity from a Lead

Creating an Opportunity Without a Lead in the eBusiness Center

Lead to Opportunity or Opportunity to Lead Linking Window

Linking an Opportunity to Leads

Displaying an Opportunity in the Opportunity Center

Creating an Opportunity in the Opportunity Center

Entering Purchase Interests

Entering Opportunity Contacts

Changing the Owner of an Opportunity

Changing a Customer for an Opportunity

Classifying an Opportunity

Tracking Obstacles to an Opportunity

Tracking Competition for an Opportunity

Selecting Individuals, Groups, and Partners for an Opportunity Sales Team

Viewing Partner Selection Criteria and Routing History for an Opportunity

Routing an Opportunity to a Partner

Viewing Leads Associated with an Opportunity

Freezing an Opportunity

Splitting Up an Opportunity If Only Some Items Can Close

Deleting Purchase Items from an Opportunity

Copying an Opportunity

Updating Opportunities

Performing a Mass Update of Opportunities

Updating Your Pipeline

Working With Opportunities in the Universal Work Queue

Splitting Up a Purchase Line for Inclusion in Multiple Forecasts

Managing Opportunity Forecast Amounts

Using Personal Opportunities Lists

Entering Sales Credit for Purchases in an Opportunity

Viewing Sales Credit Totals for an Opportunity

Closing an Opportunity So You Can Receive Sales Credit

Viewing the History of an Opportunity

Proposals, Quotes, and Orders

Overview of Quotes, Proposals, and Orders

Viewing and Modifying Quotes

Working with Orders

Creating a Quote Without a Lead or Opportunity

Viewing a Customer's Quotes, Proposals, and Orders for a Specific Opportunity

Creating a Quote from an Opportunity

Creating a Proposal from an Opportunity

Creating a Proposal for a Customer

Interacting with Customers

Overview of Interacting with the Customer

Displaying a Summary of Customer Data

Using the At A Glance Window

Starting a Web Collaboration Session

Entering the Marketing Source Code in the eBusiness Center

Launching a Script for Your Customer Interaction

Contacting Lists of Customers Supplied by Marketing

Working with Personal Contact Lists

Viewing Interactions

Viewing What Marketing Activities are Targeted to Your Customer

Viewing an Organization's Products Under Service Contracts

Viewing Contracts a Customer Has with Your Organization

Viewing Accounts a Customer Has with Your Organization

Sending an E-mail to a Customer

Using the Collection Tab

Creating a Quick Service Request

Recording Your Interactions with a Customer

Wrapping Up an Interaction with a Customer

Restricting Interactions

Inbound and Outbound Calling Using Oracle Telephony Applications

Overview of Inbound and Outbound Calling

Taking Inbound Calls

Using Next Call and Wrapup Features

      Scenario 1: Solicited Media, Auto Wrapup

      Scenario 2: Solicited Media, No Auto Wrapup

      Scenario 3: Unsolicited Media, Auto Wrapup

      Scenario 4: Unsolicited Media, No Auto Wrapup

      Scenario 5: Wrong Number, Solicited Media

      Scenario 6: Wrong Number, Unsolicited Media

      Scenario 7: No CTI

      Scenario 8: No CTI and No Party

Multiple Interactions on One Call

Transferring a Call to Another Agent

Handling a Call With No Interaction

Placing an Outbound Call

Rescheduling an Outbound Call

Viewing Call Statistics

Using Direct Telephony Integration

Overview of Direct Telephony Integration

Logging In with Direct Telephony Integration

Enrolling in Marketing Events

Overview of Events

Displaying an Event in the Event Tab

Creating an Order to Enroll Individuals in Events

Using the Event Details Window

Viewing Detailed Event Information

Viewing the Event Roster and Enrollment Status

Recording Attendance at an Event

Completing the Enrollment Process for an Order

Using the Registration History Window

Viewing Enrollment History and Status

Adjusting Enrollment by Canceling, Transferring, and Substituting

Sending Collateral

Overview of Sending Collateral

Preparing a Collateral Order for One or More Recipients

Modifying a Collateral Order

Viewing Collateral Order History and Order Status

Using Notes

Overview of Using Notes

Relating a Note to Other Objects

Viewing Notes

Viewing and Creating Notes

Viewing Notes Using the Note Tab

Searching for Text Within Notes

Using Tasks

Overview of Using Tasks

Viewing Tasks for a Customer

Creating a Task for a Customer or an Account

Creating a Task During Interaction Wrap Up

Creating a Task Using a Template

Assigning Tasks for an Opportunity

Viewing Tasks Associated with an Opportunity

Creating a Task Using a Template

Administration

Administration Overview

Setting Up Campaign Assignments

Index