This chapter covers the following topics:
You can use Oracle TeleSales to keep notes on customers, accounts, contacts, opportunities, tasks, interactions, and leads. Your ability to access notes is dependent on the permissions you have to access the objects the note is related to. If you do not have access to a lead, for example, you cannot view or create a note for that lead.
When you create a note, the application automatically saves information on the creator of the note, the date and time the note was created, and the context in which it was entered. When a sales representative creates a note while working an opportunity in the Opportunity Center, for example, that note is automatically related to the opportunity and can be viewed by anyone with access to that opportunity. It cannot be viewed by anyone who does not have access to the opportunity. You can also make the note private in which case it cannot be seen by anyone else.
The note owner can relate a note to multiple objects, however, making that note available to a broader audience. For example, a sales representative writing an opportunity note about a problem the customer is having with the service department might want to relate that note to the customer information. This way everyone with access to that customer can view that note, not only those who have access to the opportunity.
You can search for text within notes by displaying the list of the notes that you want to search, right-clicking in the list, and selecting Find from the pop-up window.
Creating a note relates that note to the object where you created it. For example, a note you create on the Note tab of the Lead Center is automatically linked to the lead you are viewing. Use this procedure to relate the note to additional objects.
Navigator > eBusiness Center > Note
Navigator > Lead Center > Note
Navigator > Opportunity Center > Note
Navigator > Universal Search > View Notes
On the Note tab or the View Notes window, click Related to.
Use the Related to LOV to select the type of object you want to relate the note to.
Use the Name LOV to select the object.
When the type you select is Relationship, then the Name LOV contains a list of other contacts at the organization, or, for consumers, persons with a relationship to the consumer displayed in the eBusiness Center. The names are a concatenation of the contact first and last name and the organizational name, if any.
When the type you select is Organization, then the Name LOV contains the names of any organizations that have an established relationship with the organization or person.
When the type you select is Opportunity, then the Name LOV contains the names of the opportunities for the organization or consumer. The name is a free text description of the opportunity entered in the Opportunity Name field concatenated with the opportunity number.
When the type you select is Lead, then the Name LOV contains all the lead names for the organization or person. The lead name is the free text description of the opportunity entered in the Lead Name field.
You can view notes entered on a consumer (party of Person), an organization (party of Organization), a business contact (party of Relationship), an account, a lead, and an opportunity in one of two ways:
By finding the object Using the Universal Search window and clicking View Notes.
By using the Note tabs in the eBusiness Center, Lead Center, and Opportunity Center.
You can also view or create notes for a task.
You can view and create notes from several locations in Oracle TeleSales. These include:
Universal Search window
Note tab in the eBusiness Center, Opportunity Center and Lead Center
Task Tab in the eBusiness Center
Interaction Wrap Up window
From the Universal Search Window
Search for an object, and then select the object from the list of search results. Click View Notes. You can change the date range for notes display, if you like, and then click Display to display a group of notes for another date range. Click New to create a new note. When you are finished, click Save.
From the Note Tab
Navigate to the eBusiness, Lead, or Opportunity Center. Select the Note tab. You can change the date range for notes display, if you like, and then click Display to display a group of notes for another date range. Select a note to view the complete text for it. If you want to see continuous text for all of the notes, click All Notes, and then click Next to display more notes text. Click New to create a new note. You can mark the note as public or private, depending on the access you want to grant to the note text. If you want the note to be visible from other objects, you must relate the note to those objects. See Relating a Note to Other Objects for more details. When you are finished, click Save.
From the Task Tab
Navigate to the eBusiness, Center. Select the Task tab. You can mark the note as public or private, depending on the access you want to grant to the note text. When you are finished, click Save.
From the Interaction Wrap Up Window
Enter the text into the Note text box. Click either End Interaction or Next Call. The note text is saved with the rest of your interaction.
Use this procedure to view notes on the Note tab in the eBusiness Center, the Lead Center, or the Opportunity Center.
Navigator > eBusiness Center
Navigator > Opportunity Center
Navigator > Lead Center
Select the Note tab.
If you want to change the date range of notes displayed, then:
Enter the date range in the View from and To fields.
A new list of notes appears for the date range you selected.
To view a note you can place your cursor over the Note field in the list, or you can select the note in the list to display the text on the right.
If you want to view the full text of all of the notes in a continuous list, then:
Click All Notes.
The first page of notes appears in the Notes Summary window.
Click Next to display more notes.
Use this procedure to find text in notes listed in a table.
Right-click any cell in the table.
Select Find in Table from the pop-up menu.
Type the characters you want to search on into the text field.
Indicate whether to match case, and select the direction of the search, backward or forward.