Contents
 Getting Started
 What To Do First
 Signing In as a New User
 About the Interface
 Oracle CRM On Demand Page-by-Page Overview
 About Showing or Hiding the Action Bar
 My Homepage
 Reviewing Your Alerts
 Working with the Message Centre
 Working with RSS Feed Applets
 Working with Records
 About Data Access, Record Sharing, and Record Ownership
 About the Layouts of New Record Pages
 Creating Records
 About Concatenated Fields
 Considerations When Editing Fields in a Concatenated Field
 Editing Fields in a Concatenated Field
 About Fields Displayed as Images
 About Picklist Fields, Picklist Value Groups, and Divisions
 About Maskable Fields
 About Special Characters in Email Addresses
 Displaying Images on Record Detail Pages
 About the Enhanced View for Related Information Tabs
 Finding Records
 About Targeted Search
 About Filter Conditions
 About Filter Values
 About Searching on Multi-Select Picklists
 About Keyword Search
 Default Search Fields for Keyword Search
 Searching for Records in the Action Bar
 Using Advanced Search
 Finding Records in List Pages
 Searching for Records in Lookup Windows
 About Smart Associations and the Auto-Resolve Functionality
 Using the Book Selector
 Finding Records Using Enhanced Keyword Search
 About Enhanced Keyword Search
 Copying Records
 Previewing Records
 About Record Locking
 Updating Record Details
 Linking Records to Your Selected Record
 Examples of Record Types Linked to Other Record Types
 Updating Linked Records from Main Records
 Favourite Records Page
 Working with Lists
 Creating and Refining Lists
 Filtering Lists
 Refining Lists Within List Pages
 About the Record Pane in List Pages
 Using the Record Pane in List Pages
 Manage Lists Page
 View List Page
 Changing Sets of Lists for Record Types
 Favourite Lists Page
 Counting Records in Lists
 Exporting Records in Lists
 Transferring Ownership of Records
 Sharing Records (Teams)
 Changing the Primary Custom Book on a Record
 Updating Groups of Records
 Merging Records
 About Retaining Linked Custom Books When Merging Records
 Adding Notes
 Note Edit Page
 Note Page (List)
 Working with the List of Notes
 Subscribing to Notes
 Sending Notes to Other Users
 Working with Attachments
 About Attachments
 Attaching Files and URLs to Records
 Attachment Related Items
 Attachment List Page
 Attaching Files to Records through Attachment Fields
 Using Assessment Scripts
 About Deleting and Restoring Records
 Deleting and Restoring Records
 Viewing Audit Trails for Records
 About Duplicates When Creating Records
 Printing Information That Appears on Pages
 Viewing Oracle CRM On Demand Service Information
 Retrieving Your User Sign-In ID or Resetting Your Password
 About Oracle CRM On Demand Session Duration
 About Concurrent Sessions in Oracle CRM On Demand
 System Requirements for Oracle CRM On Demand
 Release Notes for Oracle CRM On Demand
 Contacting Oracle
 Exiting Oracle CRM On Demand
 Calendar and Activities
 About Calendars and Theme Styles
 About Calendar Work Days and Business Hours
 Working with the Calendar Pages
 Managing Calendars and Activities
 Viewing Activities
 Creating Activities
 About Activity Reminders
 Updating Activities
 Removing Users From Activities
 About Dragging and Dropping Appointments in the Calendar
 Working with Activity Lists
 Limiting Activity Records Displayed
 Marking Tasks as Completed
 Assigning Activities to Another Employee
 Tracking Visits (Sales Calls) to Customers
 Mass Call Planning
 Adjusting Message Responses
 Scheduling Appointments with Others
 Saving Appointments as iCalendar Files
 About the Information in iCalendar Files
 Viewing the Calendars of Other Users
 Calendar Settings Page
 Sharing Your Calendar
 Setting Your Default Calendar View
 Adding Custom Calendar Views
 Viewing Group Task Lists
 Using Activity Assessment Scripts
 About Event and Appointment Synchronisation
 Activity Fields
 Marketing
 Managing Marketing
 Process of Handling Campaigns
 Process of Handling Leads
 Campaigns
 Working with the Campaign Homepage
 Managing Campaigns
 Targeting Contacts for Campaigns
 Recording Responses to Campaigns
 Closing Campaigns
 Measuring Campaign Effectiveness
 Campaign Fields
 Leads
 Working with the Leads Homepage
 Managing Leads
 Reassigning Leads
 Qualifying Leads
 Using Lead Qualification Scripts
 Required Fields for Lead Qualification
 Archiving Leads
 Converting Leads to Accounts, Contacts, Deal Registrations, or Opportunities
 Access Profile and Role Settings for Converting Leads
 Rejecting Leads
 Analysing Lead Follow-up
 Leads Fields
 Sales
 Managing Sales
 Process of Managing Opportunities
 Process of Managing Accounts
 Process of Managing Contacts
 Process of Managing Forecasts for Sales Users
 Process of Managing Forecasts for Forecast Administrators
 Process of Managing Calendar and Activities
 Leads (Sales Aspects)
 Accounts
 Working with the Account Homepage
 Managing Accounts
 Reassigning Accounts
 Changing an Account Primary Contact
 Linking Records to Accounts
 Linking Portfolio Accounts
 Specifying Parent Accounts
 Limiting Account Records Displayed
 Tracking Relationships Between Accounts
 Tracking Relationships Between Accounts and Contacts
 Tracking Account Partners and Competitors
 Tracking Assets
 Tracking Revenue Based on Accounts
 Creating Appointments for Multiple Accounts
 Analysing Account Performance
 Account Fields
 Contacts
 Working with the Contacts Homepage
 Managing Contacts
 Importing Your Contacts
 About vCard Files
 Considerations When Importing vCard Files in Oracle CRM On Demand
 Importing vCard Files
 Saving Contacts as vCard Files
 About the Favourite Contacts List
 Linking Contacts to Multiple Accounts
 Tracking Relationships Between Contacts
 Tracking Revenue Based on Contacts
 Adding Referrals
 Tracking Contact Interests
 Analysing Contacts
 Tracking the Best Calling Times
 Adding Contact State Licenses
 About Blocked Contacts
 Blocking Contacts
 About Blocked Products for Contacts
 Sending Marketing Emails Using Oracle Eloqua Engage
 Contact Fields
 Opportunities
 About Opportunities and Forecasts
 Working with the Opportunity Homepage
 Managing Opportunities
 Reassigning Opportunities
 Tracking Partners and Competitors of Opportunities
 Accessing the Sales Process Coach
 Linking Products to Opportunities
 Analysing the Pipeline
 Creating a Special Pricing Request from an Opportunity
 Specifying Parent and Child Opportunities
 Creating a Deal Registration from an Opportunity
 Splitting Opportunity Revenue Among Team Members
 About Opportunity Teams
 About Sales Stages and the Mass Update Feature
 Opportunity Fields
 Forecasts
 Working with the Forecast Homepage
 Managing Forecasts
 Reviewing Forecasts
 Refreshing Forecasts
 Viewing and Editing a Forecast Using a Different Currency
 Viewing Forecast History
 Submitting Forecasts
 Unsubmitting Forecasts
 Managing Quotas
 Managing Your Team’s Forecasts
 Forecast Detail Page
 Forecast Fields
 Addresses
 Working with the Address Homepage
 Managing Addresses
 Creating New Shared Addresses in Account, Contact, Dealer or Partner Records
 Sharing Addresses Between Account, Contact, Dealer, and Partner Records
 Marking Shared Addresses as Validated
 Adding DEA Information to Contact Addresses
 Creating New Unshared Addresses in Account, Contact, Dealer, or Partner Records
 Removing Addresses from Accounts, Contacts, Dealers, or Partners
 Deleting Shared Addresses
 About Linking Records to Addresses
 Viewing Address Records from Accounts, Contacts, Dealers, or Partners
 Accessing a Map for an Address
 Address Fields
 About Geocode Fields in the Address Record Type
 About the Geocoding of Address Information
 Maps
 Finding Addresses on Maps
 Performing Proximity Searches
 Obtaining Driving Directions
 Business Planning
 Scenario for Managing Plans for a Single Account
 Scenario for Managing Plans for a Group of Accounts or Territories
 Scenario for Managing Plans for Contacts
 Scenario for Managing Plans for Objectives and Products
 Business Plans
 Working with the Business Plan Homepage
 Managing Business Plans
 Linking Records to Business Plans
 Business Plan Fields
 Objectives
 Working with the Objective Homepage
 Managing Objectives
 Linking Records to Objectives
 Objective Fields
 Plan Accounts
 Working with the Plan Account Homepage
 Managing Plan Accounts
 Plan Account Fields
 Plan Contacts
 Working with the Plan Contact Homepage
 Managing Plan Contacts
 Plan Contact Fields
 Plan Opportunities
 Working with the Plan Opportunity Homepage
 Managing Plan Opportunities
 Plan Opportunity Fields
 Service and Communications
 Managing Service and Communications
 Process of Creating a Service Request
 Process of Working on a Service Request
 Process of Resolving a Service Request
 Process of Closing a Service Request
 Service Requests
 Working with the Service Request Homepage
 Managing Service Requests
 Assigning Service Requests
 Using Service Request Scripts
 Adding Solutions to Service Requests
 Escalating Service Requests
 Closing Resolved Service Requests
 Service Request Fields
 Solutions
 About Managing Solutions
 Working with the Solution Homepage
 Managing Solutions
 Reviewing Solutions
 Approving and Publishing Solutions
 Rating Solutions
 Adding Books to a Solution
 Solution Fields
 Communications
 About Oracle Contact On Demand
 Managing the Call Centre
 Working with the Communication Homepage
 Managing Oracle Contact On Demand
 Preparing for Interacting with Customers
 Handling Phone Calls
 Disabling the Communications Toolbar in a Browser Session
 Placing Calls
 Handling Call-backs (Web and Phone)
 Handling Voicemail Messages
 Handling Emails
 Wrapping Up Communication Activities
 Reviewing Your Statistics
 Viewing Interaction Histories
 Monitoring Agents
 Communication Activities List Page (Oracle Contact On Demand)
 Communication Activity Fields (Oracle Contact On Demand)
 Call, Voicemail, and Email Detail Pages
 Social Networking
 About Oracle Social Engagement and Monitoring
 Social Media
 Working with the Social Media Homepage
 Managing Social Media
 Social Media Fields
 Social Profiles
 Working with the Social Profile Homepage
 Managing Social Profiles
 Social Profile Fields
 About Oracle Social Network
 Working with Oracle Social Network
 Partner Relationship Management and High Tech
 Managing PRM and High Tech
 Partners
 Working with the Partners Homepage
 Managing Partner Accounts
 Activating and Inactivating Partner Accounts
 Converting Accounts to Partner Accounts
 Searching for Partner Accounts
 Deleting Partner Accounts
 Partner Fields
 Partner Programs
 Working with the Partner Programs Homepage
 Managing Partner Programs
 Creating Partner Programs
 Managing Partner Program Memberships
 Creating Partner Program Memberships
 Changing Partner Program Membership Status
 Deleting Partner Program Memberships
 Program Membership Fields
 Deleting Partner Programs
 Partner Program Fields
 Applications
 Working with the Applications Homepage
 Managing Applications
 Creating Applications
 Submitting Applications for Approval
 Reviewing Applications
 Approving Applications
 Rejecting Applications
 Recalling Applications
 Cancelling Applications
 Deleting Applications
 Importing Applications
 Applications Fields
 Deal Registrations
 Working with the Deal Registration Homepage
 Managing Deal Registrations
 Creating Deal Registrations
 Submitting Deal Registrations for Approval
 Approving Deal Registrations
 Returning Deal Registrations
 Rejecting Deal Registrations
 Resubmitting Deal Registrations
 Cancelling Deal Registrations
 Ending the Period for Deal Registrations
 Updating Deal Registrations
 Linking Products to Deal Registrations
 Calculating the Deal Size
 Associating Deal Registrations with Opportunities
 Converting Deal Registrations to Accounts, Contacts, or Opportunities
 Access Profile and Role Settings for Converting Deal Registrations
 Deal Registration Fields
 MDF Requests
 Working with the MDF Requests Homepage
 Managing MDF Requests
 Submitting MDF Requests for Approval
 Recalling MDF Requests
 Returning MDF Requests
 Rejecting MDF Requests
 Approving MDF Requests
 Cancelling MDF Requests
 Submitting Claims for MDF Requests
 Rejecting Claims for MDF Requests
 Approving Claims for MDF Requests
 MDF Requests Fields
 Special Pricing Requests
 Working with the Special Pricing Request Homepage
 Managing Special Pricing Requests
 Linking Products to Special Pricing Requests
 Linking Programs to Special Pricing Requests
 Submitting Special Pricing Requests for Approval
 Recalling Special Pricing Requests
 Returning Special Pricing Requests
 Rejecting Special Pricing Requests
 Approving Special Pricing Requests
 Cancelling Special Pricing Requests
 Submitting Claims for Special Pricing Requests
 Rejecting Claims for Special Pricing Requests
 Approving Claims for Special Pricing Requests
 Managing Special Pricing Products as Related Items
 Creating Special Pricing Products as Related Items
 Special Pricing Product Fields
 Special Pricing Request Fields
 Funds
 Working with the Funds Homepage
 Managing Funds
 Adding Fund Participants
 Adding Credits to Funds
 Processing Requests for Funds
 Processing Claims
 Applying Debits Against Funds
 Reviewing Fund Activity
 Fund Fields
 Courses
 Working with the Course Homepage
 Managing Courses
 Associating Courses with Products, Product Categories, and Solutions
 Associating Courses with Exams and Certifications
 Relating Courses to Other Courses
 Making Courses Visible to Partners
 Enrolling in Courses
 Updating the Course Enrolment Record
 Course Fields
 Course Enrolment Fields
 Exams
 Working With the Exam Homepage
 Managing Exams
 Associating Exams with Products, Product Categories, and Solutions
 Associating Exams with Courses and Certifications
 Relating Exams to Other Exams
 Making Exams Visible to Partners
 Registering for Exams
 Updating the Exam Registration Record
 Exam Fields
 Exam Registration Fields
 Certification
 Working with the Certification Homepage
 Managing Certifications
 Associating Certifications with Products, Product Categories, and Solutions
 Associating Certifications with Exams and Courses
 Relating Certifications to Other Certifications
 Making Certifications Visible to Partners
 Requesting Certification
 Updating the Certification Request Record
 Certification Fields
 Certification Request Fields
 Accreditation
 Working with the Accreditation Homepage
 Managing Accreditations
 Associating Accreditations with Products, Product Categories, and Solutions
 Relating Accreditations to Other Accreditations
 Recording Certification Requirements for an Accreditation
 Making Accreditations Visible to Partners
 Requesting Accreditation
 Updating the Accreditation Request Record
 Accreditation Fields
 Accreditation Request Fields
 Life Sciences
 Life Sciences Processes
 Events
 Working with the Event Homepage
 Managing Events
 Tracking Invitees to Events
 Event Fields
 Contact State Licenses
 Working with the Contact State Licence Homepage
 Managing Contact State Licences
 Contact State Licence Fields
 Managing Samples
 Inventory Period
 Working with the Inventory Period Homepage
 Managing Inventory Periods
 Adding Sample Inventory to an Inventory Period
 Adding Sample Transactions to an Inventory Period
 Adding Books to an Inventory Period
 Creating an Inventory Audit Report for an Inventory Period
 Requesting an Interim Inventory Count
 Closing Out an Inventory Period
 Reconciling an Inventory Period
 Inventory Period Fields
 Sample Inventory
 Managing Sample Inventory
 Calculating a Running Total of the Sample Inventory
 Acknowledging Receipt of the Sample Inventory
 Process of Reconciling the Inventory
 Sample Inventory Fields
 Inventory Audit Report
 Managing Inventory Audit Reports
 Inventory Audit Report Fields
 Sample Transactions
 Working with the Sample Transaction Homepage
 Managing Sample Transactions
 Creating a Samples Transfer
 Acknowledging Full Receipt of a Samples Transfer
 Acknowledging Partial Receipt of a Samples Transfer
 Adjusting Sample Transactions
 Adjusting an Existing Inventory Adjustment Record
 Creating a New Inventory Adjustment Record
 Creating Lost and Found Sample Transactions
 Viewing Disbursement Transactions
 Adding Transaction Items to a Sample Transaction
 Correcting Physical and Electronic Count Discrepancies
 Dropping Samples During a Sales Call
 Adding Attendees to Calls
 Adding Multiple Contacts to Account Calls
 Linking Product Detailed Information to Calls
 Linking Samples Dropped Information to Calls
 Linking Promotional Item Information to Calls
 Linking Sample Request Information to Calls
 Saving Call Detail Information as a Template
 Submitting Call Detail Information for Inventory Tracking
 About Electronic Signatures
 Checking Electronic Signatures
 About the Relationship Between Sample Transactions and Sample Inventory
 Monitoring Sample Activities
 Sample Transaction Fields
 Transaction Items
 Managing Transaction Items
 Modifying the Sample in a Transaction Item
 Modifying the Sample Lot in a Transaction Item
 Transaction Item Fields
 Product Fields
 Allocations
 Working with the Allocation Homepage
 Managing Allocations
 Allocating Samples to End Users
 Modifying the Sample in an Allocation
 Allocation Fields
 HCP Contact Allocations
 Working with the HCP Contact Allocation Homepage
 Managing HCP Contact Allocations
 HCP Contact Allocation Fields
 Sample Lots
 Working with the Sample Lot Homepage
 Managing Sample Lots
 Sample Lot Fields
 Sample Disclaimers
 Working with the Sample Disclaimer Homepage
 Managing Sample Disclaimers
 Creating Global Sample Disclaimers
 Creating Multilingual Sample Disclaimers
 Marking a Related Disclaimer as the Default
 Activating a Sample Disclaimer
 Converting Global Disclaimers to Multilingual Disclaimers
 Sample Disclaimer Fields
 Related Disclaimer Fields
 Sample Requests
 Working with the Sample Request Homepage
 Managing Sample Requests
 Sample Request Fields
 About the Automatic Population of Sample Request Fields
 Personalised Content Delivery
 Messaging Plans
 Working with the Messaging Plan Homepage
 Managing Messaging Plans
 Adding Books to a Messaging Plan
 Adding Messaging Plan Items
 Reviewing Recommended Messaging Plans for Activities
 Creating Message Responses from a Messaging Plan
 Messaging Plan Fields
 Messaging Plan Items
 Working with the Messaging Plan Item Homepage
 Managing Messaging Plan Items
 Adding Messaging Plan Item Relations
 Creating Message Responses from a Messaging Plan Item
 Messaging Plan Item Fields
 Messaging Plan Item Relations
 Working with the Messaging Plan Item Relations Homepage
 Managing Messaging Plan Item Relations
 Messaging Plan Item Relations Fields
 Structured Product Messaging
 Selecting the Structured Product Messaging Page Layouts
 Associating Call Objectives, Next Call Objectives, and Outcomes to Products Detailed in a Sales Call
 Selecting the Primary Call Objective, Primary Next Call Objective, or Primary Outcome for a Detailed Product
 Example of Using Structured Product Messaging Records and Product Indications
 Product Indications
 Working with the Product Indication Homepage
 Managing Product Indications
 Associating Product Indication Records with Products Detailed
 Associating Product Indications with Structured Product Messaging Records
 Product Indication Fields
 Orders
 Working with the Order Homepage
 Managing Orders
 About Ebiz PIP Integration and Oracle CRM On Demand Order Management
 Creating an Order Item for Products
 Submitting an Order for Products
 Order Fields
 Quotes
 Blocked Products
 Working with the Blocked Product Homepage
 Managing Blocked Products
 About Displaying Lists of Blocked Products for Contacts
 About Blocking Products and Smart Call Templates
 About Sample Request Item Workflows and Blocked Product Rules
 Blocked Product Fields
 Wealth Management
 Households
 Working with the Household Homepage
 Managing Households
 Profiling Households
 Tracking Household Members
 Household Fields
 Portfolios
 Working with the Portfolio Account Homepage
 Managing Portfolio Accounts
 Tracking Key Contacts for Portfolio Accounts
 Specifying Portfolio Subaccounts
 Portfolio Account Fields
 Financial Accounts
 Working with the Financial Account Homepage
 Managing Financial Accounts
 Tracking Parent Financial Accounts
 Financial Account Fields
 Financial Account Holders
 Working with the Financial Account Holder Homepage
 Managing Financial Account Holders
 Financial Account Holder Fields
 Financial Account Holdings
 Working with the Financial Account Holding Homepage
 Managing Financial Account Holdings
 Financial Account Holding Fields
 Financial Plans
 Working with the Financial Plan Homepage
 Managing Financial Plans
 Financial Plan Fields
 Financial Products
 Working with the Financial Products Homepage
 Managing Financial Products
 Tracking Parent Financial Products
 Financial Products Fields
 Financial Transactions
 Working with the Financial Transaction Homepage
 Managing Financial Transactions
 Financial Transaction Fields
 Insurance
 Managing Insurance
 Process of Performing Channel Planning
 Process of Producing Claims First Notice of Loss
 Process of Recruiting and Establishing Agent-Broker Relationships
 Process of Managing Agent-Broker Relationships
 Process of Planning Sales and Budgeting
 Process of Managing Service Requests
 Process of Converting Insurance Leads to Clients with the Producer Success Model
 Claims
 Working with the Claim Homepage
 Managing Claims
 Tracking Parent Claims
 Claim Fields
 Coverage’s
 Working with the Coverage Homepage
 Managing Coverage’s
 Coverage Fields
 Damages
 Working with the Damage Homepage
 Managing Damages
 Damage Fields
 Insurance Properties
 Working with the Insurance Property Homepage
 Managing Insurance Properties
 Insurance Properties Fields
 Involved Parties
 Working with the Involved Party Homepage
 Managing Involved Parties
 Involved Party Fields
 Policies
 Working with the Policy Homepage
 Managing Policies
 Tracking Parent Policies
 Policy Fields
 Policy Holders
 Working with the Policy Holder Homepage
 Managing Policy Holders
 Policy Holder Fields
 Broker Profile
 Working with the Broker Profiles Homepage
 Managing Broker Profiles
 Broker Profile Fields
 Automotive
 Dealers
 Working with the Dealer Homepage
 Managing Dealers
 Dealer Fields
 Vehicles
 Working with the Vehicle Homepage
 Managing Vehicles
 Enabling Vehicle Association on Service Requests
 Enabling a Vehicle Product Type
 Tracking Service Requests for Vehicles
 Updating Vehicle Ownership
 Tracking Sales Histories of Vehicles
 Tracking Service Histories of Vehicles
 Tracking Financial Information for Vehicles
 Vehicle Fields
 Personalising Your Application
 Updating Your Personal Details
 About Profile Settings for Users
 About the Role-Based Can Read All Records Setting
 Setting Your Default Search Record Type
 Setting Your Theme
 Setting Your Record Preview Mode
 Changing Your Language Setting
 Viewing Audit Trail Fields
 Managing Your Quota
 Reviewing Your Sign-In Activity
 Changing Your Password
 Setting Up Your Security Questions
 Reviewing Your Delegate Information
 Adding Delegated Users
 Granting Sign In Access to Technical Support
 Displaying Your Tabs
 Changing Your Detail Page Layout
 Personalising Related Information Layouts
 Personalising Field Layouts
 Managing Record Indicators for Related Information Sections
 Changing Your Homepage Layouts
 Changing Your Action Bar Layout
 Setting Up Your Calendar
 Accessing the Data and Integration Tools
 Viewing Your Export Requests
 About On Demand Widgets
 Embedding a Favourite Lists Widget
 Embedding a Message Centre Widget
 Embedding a Reports Widget
 Embedding a Simple List Widget
 Working with Other Applications
 Using the Offline Client
 What Records You Can Use Offline
 Configuring the Offline Client
 About Administering the Offline Client
 Downloading Records to Your Offline Client
 Adding and Updating Records in Your Offline Client
 Uploading Records From Your Offline Client
 About Conflict Resolution with the Offline Client
 Adding Emails from Microsoft Outlook and Lotus Notes
 Using Oracle CRM On Demand Integration for Office
 Using Mail Merge for Word
 About the On Demand Integration Toolbar in Mail Merge for Word
 Downloading the Mail Merge for Word Template
 Creating Mail Merge for Word Templates
 Creating Direct Mailings or Mass Emails with Mail Merge for Word
 Using Reports and Analysis for Excel
 About the On Demand Integration Toolbar in Reports and Analysis for Excel
 About Creating Reports with Reports and Analysis for Excel
 Downloading the Reports and Analysis for Excel Template
 Creating Reports Using Reports and Analysis for Excel
 Using Segmentation Wizard
 About the Target Builder Toolbar in Segmentation Wizard
 About Segmentation Wizard
 Downloading Segmentation Wizard
 Creating Segments
 Uploading Segments
 Exporting Segments
 Reports
 About Visibility to Records in Analytics
 About Prebuilt Reports
 About Custom Fiscal Calendar in Oracle CRM On Demand Answers
 Managing Analyses
 Setting Up Report Folders
 Setting Up User Visibility to Shared Report Folders
 Reviewing Report Data
 Printing Reports
 Running Reports
 Downloading Reports
 Deleting Reports
 Renaming Reports
 Copying and Moving Reports
 Getting Started with Answers (Custom Reports)
 About Limitations in Reports
 About Subject Areas in Reports
 Account Addresses Analytic Subject Area
 Account and Competitor History Analytic Subject Area
 Account and Partner History Analytic Subject Area
 Account and Related Account History Analytic Subject Area
 Account Contact History Analytic Subject Area
 Account History Analytic Subject Area
 Account Team History Analytic Subject Area
 Activity History Analytic Subject Area
 Asset History Analytic Subject Area
 Call Activity History Analytic Subject Area
 Campaign History Analytic Subject Area
 Campaign Response History Analytic Subject Area
 Contact Addresses Analytic Subject Area
 Contact History Analytic Subject Area
 Contact Interests History Analytics Subject Area
 Contact Revenue History Analytic Subject Area
 Contact Team History Analytic Subject Area
 Deal Registration History Analytic Subject Area
 Deal Registration Product Revenue History Analytic Subject Area
 Dealer History Analytic Subject Area
 Event History Analytic Subject Area
 Household History Analytic Subject Area
 Lead History Analytic Subject Area
 MDF Request History Analytic Subject Area
 Opportunity and Competitor History Analytic Subject Area
 Opportunity and Partner History Analytic Subject Area
 Opportunity Contact History Analytic Subject Area
 Opportunity History Analytic Subject Area
 Opportunity Product Revenue History Analytic Subject Area
 Opportunity Team History Analytic Subject Area
 Partner History Analytic Subject Area
 Pipeline History Analytic Subject Area
 Portfolio History Analytic Subject Area
 Product History Analytic Subject Area
 Quote History Analytic Subject Area
 Sales Stage History Analytic Subject Area
 Service Request History Analytic Subject Area
 Shared Address History Analytic Subject Area
 Solutions History Analytic Subject Area
 Special Pricing Product History Analytic Subject Area
 Usage Tracking Analysis Analytic Subject Area
 Account Contacts Reporting Subject Area
 Account Revenues Reporting Subject Area
 Accounts Reporting Subject Area
 Accounts and Competitors Reporting Subject Area
 Accounts and Partners Reporting Subject Area
 Accounts and Related Accounts Reporting Subject Area
 Activities Reporting Subject Area
 Advanced Custom Objects Reporting Subject Area
 Assessments Reporting Subject Area
 Assets Reporting Subject Area
 Business Planning Reporting Subject Area
 Campaigns Reporting Subject Area
 Contact Relationships Reporting Subject Area
 Contacts Reporting Subject Area
 Custom Objects and Accounts Reporting Subject Area
 Custom Objects and Contacts Reporting Subject Area
 Custom Objects and Opportunities Reporting Subject Area
 Custom Objects and Service Requests Reporting Subject Area
 Custom Objects Reporting Subject Area
 Events Reporting Subject Area
 Forecasts Reporting Subject Area
 Households Reporting Subject Area
 Leads Reporting Subject Area
 Opportunities Reporting Subject Area
 Opportunities and Competitors Reporting Subject Area
 Opportunities and Partners Reporting Subject Area
 Opportunity Contacts Reporting Subject Area
 Opportunity Product Revenues Reporting Subject Area
 Opportunity Team Reporting Subject Area
 Orders Reporting Subject Area
 Partners Reporting Subject Area
 Personalised Content Delivery Reporting Subject Area
 Quotes Reporting Subject Area
 Service Requests Reporting Subject Area
 Shared Activities Reporting Subject Area
 Solutions Reporting Subject Area
 Special Pricing Products Analytic Subject Area
 Vehicles Reporting Subject Area
 Changing the Appearance of Reports
 Using Optimised Filtering Fields
 About Hierarchies
 Step 1: Defining Criteria
 Adding Columns to Reports
 Adding Custom Fields to Reports
 Adding Filters to Columns
 Editing Column Properties
 Setting Up Column Formulas
 Adding Action Links to Results
 Sorting and Reordering Columns
 About Using Addresses in Reports
 Combining Results from Multiple Reports Using Set Operations
 Step 2: Creating Layouts
 Adding Titles to Results
 Adding Tables to Results
 Showing Results in Charts
 Showing Results in Pivot Tables
 Showing Results as Gauges Using Gauge View
 Showing Filters Applied to Results
 Adding Mark-up Text to Results
 Adding Legends to Reports Using Legend View
 Allowing Users to Change Columns in Reports
 Allowing Users to Select a Specific View Using View Selector View
 Showing Results in Funnel Charts
 Adding Narrative Text to Results
 Showing Results in Scrolling Tickers
 Alerting Users to No Data
 Step 3: Defining Prompts (Optional)
 Adding Column Filter Prompts
 Adding Image Prompts
 Step 4: Reviewing Reports
 Making Custom Reports Public
 Finishing Your Analysis
 Using Functions in Analyses
 Expressing Literals
 Aggregate Functions
 Running Aggregate Functions
 String Functions
 Math Functions
 Calendar Date/Time Functions
 Conversion Functions
 System Functions
 Operators
 Case Statements
 Session Variables
 About Report Performance
 Optimizing Performance
 Dashboards
 Managing Dashboards
 Creating Interactive Dashboards
 Navigating to the Dashboard Editor
 Adding Pages to Interactive Dashboards
 Adding and Displaying Content on Interactive Dashboard Pages
 Controlling the Appearance of Interactive Dashboard Pages
 Making Content Appear Conditionally on Interactive Dashboard Pages
 Adding Guided Navigation Links to Interactive Dashboard Pages
 Adding Text Links and Image Links to Interactive Dashboard Pages
 Adding Views of Presentation Catalogue Folders to Interactive Dashboard Pages
 Adding Content Saved in the Presentation Catalogue to Interactive Dashboard Pages
 Controlling How Results Are Displayed When Users Drill Down in Interactive Dashboard Pages
 Editing the Properties of Interactive Dashboard Prompts and Reports
 Applying Formatting to Interactive Dashboards
 Renaming Dashboard Objects
 Deleting Dashboard Objects
 Changing PDF and Printing Options on Interactive Dashboards
 Creating Prompts for Interactive Dashboards
 Changing the Properties of Interactive Dashboards
 Changing the Name or Description of an Interactive Dashboard
 Displaying Dashboards
 Changing the Dashboard Order
 About Guided Navigation in Interactive Dashboards
 Managing Dashboard Visibility
 Usage Notes on Subject Areas
 Administering Oracle CRM On Demand
 Processes for Administering Oracle CRM On Demand
 Using Administrator Templates During Setup
 About Usage Tracking in Oracle CRM On Demand
 Company Administration
 Company Profile
 Setting Up Your Company Profile and Global Defaults
 Configuring Company Key Information
 Configuring Company Settings
 Configuring Company Work Week and Calendar Settings
 Configuring Lead Settings
 Configuring Company Theme Settings
 Configuring Company Data Visibility Settings
 Configuring Integration Settings
 Configuring Desktop Integration Settings
 Configuring Company Security Settings
 Configuring Analytics Visibility Settings
 Configuring Communications Settings
 Configuring Additional Company Profile Settings
 Configuring Geocoder Settings
 Verifying License Statuses and Active Users
 About Sign-In and Password Policies
 Defining Your Company's Password Controls
 About Cross-Site Request Forgery Protection
 Resetting All Passwords
 Activating Languages
 Restricting Use to IP Addresses
 Fiscal Calendar Administration
 About Fiscal Calendars
 Defining a Custom Fiscal Calendar
 Managing Your Company’s Lists of Periods
 Currency Definition
 Managing Currencies
 Division Setup
 Considerations When Setting Up Divisions
 Process of Setting Up Divisions
 Creating Divisions
 Associating Picklist Value Groups with Divisions
 Associating Users with Divisions
 About Merging Divisions and Deleting Divisions
 About Divisions and Picklist Value Groups on Records
 Company Audit
 Reviewing Sign-In Activity for All Users
 Reviewing Your Company's Resource Usage
 Reviewing Audit Trail Changes with the Master Audit Trail
 Reviewing the Audit Trail for Administration Configuration Changes
 Reviewing Your Company's Pending and Sent Emails
 Alert Management
 Publishing Company-Wide Alerts
 Alert Fields
 Service Allotment Administration
 About Service Allotments
 Viewing Service Allotment Usage for Your Company
 Viewing Historical Service Allotment Usage
 Setting Alerts for Service Allotments
 Viewing File and Record Utilisation Information
 Address Administration
 Converting Unshared Addresses to Shared Addresses
 Considerations When Turning Off Shared Addresses
 Updating User Access and the Manage Addresses Privilege Before Turning Off Shared Addresses
 Setting the Address Type for Unshared Addresses Using Edit Rel
 Access Profile and Role Settings for Addresses
 Application Customisation
 Record Type Application Customisation Page
 About Field Management
 About Field Set-up and Page Layouts for Record Ownership Modes
 About Custom Fields
 Managing Obsolete Custom Fields
 About Conditionally Required Fields
 Creating and Editing Fields
 About Custom Related Information Fields
 Creating Custom Related Information Fields
 Administering the Copy Enabled Setting
 Setting Up Custom Field Integration Tags
 Setting Up Web Links
 User and System Fields
 About Using Web Links to Create New Integration Scenarios
 Setting Up Concatenated Fields
 Restrictions When Using Concatenated Fields
 Managing Field Labels
 Using Indexed Custom Fields
 Reverting Settings to Defaults
 Changing Picklist Values
 Mapping Picklist Values to Picklist Value Groups
 Customising Related Item Layouts
 About Custom Layout Limits
 Customising Static Page Layouts
 Customising Page Layouts for Creating New Records
 Renaming Field Section Titles
 About Custom Web Applets
 Creating Web Applets for Record Types
 Creating RSS Feed Web Applets
 Creating HTML Web Applets
 Creating URL Web Applets
 Example of Setting Up an RSS Feed Web Applet
 Translating Web Applet and Custom Report Names
 Defining Cascading Picklists
 About Cascading Picklists and Picklist Value Groups
 Managing Search Layouts
 Considerations When Creating Product Search Layouts
 Managing List Access and List Order
 Creating Homepage Custom Reports
 Creating Record Homepage Layouts
 Customising the Audit Trail
 About the Information in Modified Fields on Records
 Specifying Dynamic Page Layouts
 How Personalised Related Information Layouts Interact with Page Layouts for Roles
 How Personalised Field Layouts Interact with Page Layouts for Roles
 About URL Standardization
 Displaying External Web Pages in Tabs
 About Picklist Value Groups
 Considerations When Setting Up Picklist Value Groups
 Process of Setting Up Picklist Value Groups
 Creating Picklist Value Groups
 Record Types That Support Picklist Value Groups and Divisions
 Creating Global Web Applets
 Important Considerations for Customers Using Customised Code in Oracle CRM On Demand
 Uploading Client Side Extensions
 Managing Custom HTML Head Additions
 Creating and Managing Action Bar and Global Header Layouts
 Customising My Homepage for Your Company
 Enabling Custom Reports in My Homepage
 Renaming Record Types
 Enabling Images on Detail Pages
 Uploading and Managing Custom Icon Sets
 Uploading and Managing Custom Global Header Icons
 Adding Record Types
 Changing the Icon for a Record Type
 Customising REST Integration Tags
 Creating New Themes
 Customising Previous Ownership for Shared Records
 About Fields, Picklists, and Metrics
 About Attachment Configurations
 About Many-to-Many Relationships for Custom Objects
 User Management and Access Controls
 User Management
 Setting Up Users
 User Fields
 About User Page Layouts
 About the Reports To and Reports To (Alias) Fields on User Records
 Setting Up Users' Sales Quotas
 Setting Up Default Books by Record Type for a User
 Changing a User's User ID
 Resetting a User's Password
 Resetting a User's DMS PIN
 Changing the Primary Division for a User
 Reviewing Sign-In Activity for a User
 Reviewing Security-Related Activities for Users
 About User Delegation
 Managing Delegated Users (Administrator)
 Creating Inventory Periods for Users
 Deactivating Users
 Partner Self Administration
 Process of Setting Up Partner Administrators (Administrator)
 Managing Users in Your Partner Organisation (Partners)
 Setting Up Users (Partners)
 Changing a User's User ID (Partners)
 Resetting a User's Password (Partners)
 Deactivating Users (Partners)
 Role Management
 Guidelines for Setting Up Roles
 Working with the Role List Page
 About Record Type Access in Roles
 About Privileges in Roles
 About IP Address Restrictions for Roles
 Adding Roles
 Access Profile Management
 About Access Profiles in Roles
 About Access Profiles in Teams, Groups, and Books
 About Access Propagation Through Team Inheritance
 Working with the Access Profile List Page
 About Access Levels for Primary Record Types
 About Access Levels for Related Record Types
 Process of Setting Up Access Profiles
 Adding Access Profiles
 Specifying Access Levels for Primary Record Types
 Specifying Access Levels for Related Record Types
 Personalisation Management
 Resetting Personalised Page Layouts
 Resetting Personalised Action Bar Layouts
 Resetting Personalised Homepage Layouts
 Book Management
 About Designing Book Structures
 About Web Services Support for Books
 About Record Ownership Modes
 Record Ownership Modes and Automatically Generated Tasks
 About Importing Books and Book Assignments
 About Time-Based Book Assignments
 Scenario for Using Books to Manage Sales Territories
 Example of Using Books to Manage Sales Territories
 Process of Setting Up Books
 Verifying Book Set-up for the Administrator Role
 Creating Book Types and Book User Roles
 Configuring Record Ownership Modes
 Creating Books and Book Hierarchies
 Associating Users with Books
 Creating Access Profiles for Books
 Enabling Books for Your Company
 Enabling Books for Users and User Roles
 Adding Books to Record Detail Page Layouts
 Assigning Records to Books
 Book Hierarchy Page
 Book Fields
 Information about Troubleshooting Books
 Group Management
 Setting Up Groups
 Territory Management
 Setting Up Territories
 How Access Rights Are Determined
 How Access Rights for Displaying Primary Record-Type Records are Determined
 How Access Rights for Working with Primary Record-Type Records are Determined
 How Access Rights for Displaying Related Record-Type Records are Determined
 How Access Rights for Working with Related Record-Type Records are Determined
 Examples of Access Level Calculations
 Example 1: Using the View Access Level
 Example 2: Using the Inherit Primary Access Level
 Example 3: Securing Data Through Books
 Business Process Management
 Process Administration
 About Transition States and Transition Fields in Process Administration
 About Primary Fields in Process Administration
 Scenario for Locking Activity Records
 Example of Using Processes to Lock Records
 Process Administration Functionality
 Process of Setting Up Processes in Oracle CRM On Demand
 Creating Processes
 Adding Transition States to Processes
 Restricting Processes
 Configuring the Field Set-up for Transition States
 Enabling Access Controls for Related Record Types
 About Overriding Record-Locking Processes
 Workflow Configuration
 About Workflow Rules
 About Workflow Actions
 About Time-Based Workflow Rules
 Considerations When Creating Workflow Rules for the User Record Type
 Creating Workflow Rules
 Cancelling Workflow Save Operations
 Restricting Workflow Rules to Specific Channels or Roles
 Creating Workflow Actions: Assign a Book
 Creating Workflow Actions: Create Integration Event
 Creating Workflow Actions: Create Task
 Example of Configuring Workflow Rules to Create Follow-Up Tasks for Activities
 Creating Workflow Actions: Send Email
 HTML Code in Workflow Email Messages
 Creating Workflow Actions: Update Values
 Creating Workflow Actions: Wait
 Changing the Order of Workflow Rule Actions
 Changing the Order of Workflow Rules
 Deactivating Workflow Rules and Actions
 Deleting Workflow Rules and Actions
 Workflow Monitors
 Workflow Error Monitor
 Viewing Error Instances in the Workflow Error Monitor
 Deleting Error Instances from the Workflow Error Monitor
 Workflow Error Instance Fields
 Workflow Wait Monitor
 Viewing Pending Instances in the Workflow Wait Monitor
 Deleting Pending Instances from the Workflow Wait Monitor
 Workflow Pending Instance Fields
 Data Rules and Assignment
 About Assignment Rules
 Setting Up Assignment Rules
 Lead Conversion Administration
 Process of Setting Up Lead Conversion
 Mapping Additional Fields During Lead Conversion
 Creating Lead Conversion Layouts
 Reject Code for Leads
 Setting Up the Forecast Definition
 Updating the Forecast Definition
 Setting Up Sales Processes, Categories and Coaches
 Customising Your Company's Industry List
 Modification Tracking
 Enabling the Modification Tracking Feature
 Record Types That Are Tracked
 Modification Tracking Information for Changes to Lists of Values in Picklists
 About Modification Tracking Events
 Viewing the Modification Tracking List Page
 Examples of Modification Tracking Event Records
 Creating Modification Records Manually
 Data Management Tools
 Import and Export Tools
 About Countries and Address Mapping
 About Record Duplicates and External IDs
 Linking Records During Import
 Data Checking Guidelines
 Field Type Guidelines for Importing Data
 Preparing for Data Importing
 Account Address Fields: Import Preparation
 Account Book Fields: Import Preparation
 Account Contact Fields: Import Preparation
 Account Competitor Fields: Import Preparation
 Account Event Fields: Import Preparation
 Account Fields: Import Preparation
 Account Partners Fields: Import Preparation
 Account Team Fields: Import Preparation
 Accreditation Fields: Import Preparation
 Accreditation Request Fields: Import Preparation
 Address Fields: Import Preparation
 Allocation Fields: Import Preparation
 Application Fields: Import Preparation
 Appointment Contact Fields: Import Preparation
 Appointment User Fields: Import Preparation
 Appointment, Task and Call Fields: Import Preparation
 Asset Fields: Import Preparation
 Blocked Product Fields: Import Preparation
 Book User Fields: Import Preparation
 Book Fields: Import Preparation
 Broker Profile Fields: Import Preparation
 Business Plan Fields: Import Preparation
 Campaign Fields: Import Preparation
 Campaign Recipient Fields: Import Preparation
 Certification Fields: Import Preparation
 Certification Request Fields: Import Preparation
 Claim Fields: Import Preparation
 Contact Address Fields: Import Preparation
 Contact Book Fields: Import Preparation
 Contact Fields: Import Preparation
 Contact State License Fields: Import Preparation
 Contact Team Fields: Import Preparation
 Course Enrolment Fields: Import Preparation
 Course Fields: Import Preparation
 Coverage Fields: Import Preparation
 Custom Object Field: Import Preparation
 Damage Fields: Import Preparation
 Deal Registration Fields: Import Preparation
 Dealer Fields: Import Preparation
 Event Fields: Import Preparation
 Exam Fields: Import Preparation
 Exam Registration Fields: Import Preparation
 Financial Account Fields: Import Preparation
 Financial Account Holders Fields: Import Preparation
 Financial Account Holdings Fields: Import Preparation
 Financial Plan Fields: Import Preparation
 Financial Product Fields: Import Preparation
 Financial Transactions Fields: Import Preparation
 HCP Contact Allocation Fields: Import Preparation
 Insurance Property Fields: Import Preparation
 Inventory Audit Report Fields: Import Preparation
 Inventory Period Fields: Import Preparation
 Invitee Fields: Import Preparation
 Involved Party Fields: Import Preparation
 Lead Event Fields: Import Preparation
 Lead Fields: Import Preparation
 MDF Request Fields: Import Preparation
 Message Response Fields: Import Preparation
 Messaging Plan Fields: Import Preparation
 Messaging Plan Item Fields: Import Preparation
 Messaging Plan Item Relation Fields: Import Preparation
 Modification Tracking Fields: Import Preparation
 Note Fields: Import Preparation
 Objective Fields: Import Preparation
 Opportunity Contact Role Fields: Import Preparation
 Opportunity Event Fields: Import Preparation
 Opportunity Fields: Import Preparation
 Opportunity Team Fields: Import Preparation
 Opportunity Product Revenue Fields: Import Preparation
 Order Fields: Import Preparation
 Order Item Fields: Import Preparation
 Partner Fields: Import Preparation
 Partner Program Fields: Import Preparation
 Plan Account Fields: Import Preparation
 Plan Contact Fields: Import Preparation
 Plan Opportunity Fields: Import Preparation
 Policy Fields: Import Preparation
 Policy Holder Fields: Import Preparation
 Portfolio Fields: Import Preparation
 Price List Fields: Import Preparation
 Price List Line Item Fields: Import Preparation
 Product Category Fields: Import Preparation
 Product Fields: Import Preparation
 Product Indication Fields: Import Preparation
 Sample Disclaimer Fields: Import Preparation
 Sample Inventory Fields: Import Preparation
 Sample Lot Fields: Import Preparation
 Sample Request Fields: Import Preparation
 Sample Request Item Fields: Import Preparation
 Sample Transaction Fields: Import Preparation
 Service Request Fields: Import Preparation
 Signature Fields: Import Preparation
 Social Profile Fields: Import Preparation
 Solution Fields: Import Preparation
 Special Pricing Product Fields: Import Preparation
 Special Pricing Request Fields: Import Preparation
 Task Contact Fields: Import Preparation
 Task User Fields: Import Preparation
 Transaction Item Fields: Import Preparation
 User Fields: Import Preparation
 Vehicle Contact Fields: Import Preparation
 Vehicle Fields: Import Preparation
 Import Assistant
 Importing Your Data
 Reviewing Import Results
 Example of Import Results Email and Log File
 Export Assistant
 Exporting Your Data
 Reviewing Export Results
 Oracle Data Loader On Demand Client Utility
 About the Oracle Data Loader On Demand Client Utility
 Downloading the Oracle Data Loader On Demand Client Utility
 Web Services Integration
 Downloading WSDL and Schema Files
 Reviewing Web Services Utilisation
 Oracle Migration Tool On Demand Client Utility
 About the Oracle Migration Tool On Demand Client Utility
 Downloading the Oracle Migration Tool On Demand Client Utility
 Batch Delete and Restore Queue Page
 Batch Assign Book Queue Page
 Related Field Initialisation Queue Page
 About Integration Events
 Creating Integration Event Queues
 Managing Integration Event Settings
 Content Management
 Setting Up Product Categories
 Setting Up Company Products
 Setting Up Price Lists for PRM
 Setting Up Price Lists for Life Sciences
 Managing Your Company's Attachments
 Managing Detail Page Images
 Setting Up Assessment Scripts
 About Assessment Scripts
 Creating Assessment Scripts
 Application Plug-Ins
 Configuring Oracle Social Engagement and Monitoring
 Process of Integrating Oracle Social Network with Oracle CRM On Demand
 Configuring Oracle Social Network Integration Settings
 Configuring Email Delivery Using Oracle Eloqua Engage
 Life Sciences Management
 Managing Smart Calls
 Setting Life Sciences Related Preferences
 Setting the Maximum Number of Times Contacts Can be Sampled Without a Valid State Licence
 Setting Up Picklist Filtering Based on the Allocation Records for a Sales Representative
 Authorising Contacts to Receive Samples
 Setting Up the Automatic Submission of Sample Transactions
 About the Automatic Submission of Sample Transactions
 Oracle CRM On Demand Desktop
 Administering Customisation Packages
 Setting Oracle CRM On Demand Desktop Installer Version Locations
 Installing Oracle CRM On Demand Desktop
 Expression Builder
 About Expression Builder
 Using Expression Builder
 About Expressions
 Data Types in Expression Builder
 Expression Builder Operators
 Expression Builder Functions
 Duration
 ExcludeChannel
 FieldValue
 FindNoneOf
 FindOneOf
 GetGroupId
 IfNull
 IIf
 InStr
 JoinFieldValue
 JulianDay
 JulianMonth
 JulianQtr
 JulianWeek
 JulianYear
 Left
 Len
 LN
 Locale
 LocaleListSeparator
 LookupName
 LookupValue
 Mid
 OrganisationName
 PRE
 Right
 RowIdToRowNum
 RowNum
 Timestamp
 ToChar
 Today
 UserValue
 UtcConvert
 Expression Builder Examples
 Index
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