6Using Oracle CRM On Demand Connected Mobile Sales
Using Oracle CRM On Demand Connected Mobile Sales
This chapter describes how to use Oracle CRM On Demand Connected Mobile Sales. It contains the following topics:
About the Oracle CRM On Demand Connected Mobile Sales Interface
Oracle CRM On Demand Connected Mobile Sales is the application that runs on mobile devices and connects the mobile user to Oracle CRM On Demand. For information on supported mobile devices, see Supported Mobile Devices.
Company administrators can customize the list of supported record types and accessible records. The implementation can vary from company to company, but within a single company the implementation is consistent for all users in that company. For information on how to customize the implementation, see About Application Composer.
Because each company’s implementation differs, this guide cannot be specific about any implementation. This guide covers the user interface elements used in Oracle CRM On Demand Connected Mobile Sales. The user interface is consistent in its treatment of almost all record types. When you learn how to access one record type, you can apply the same approach to the others. The only exception is the calendar. Whereas most record types display a list first, and then you drill down on detail records and then related records, calendar items work better when viewed as a traditional calendar. For more information, see:
For information on installing Oracle CRM On Demand Connected Mobile Sales on a mobile device, see Installing Oracle CRM On Demand Connected Mobile Sales on Mobile Devices.
About the Check for Client Version
- If you do not install the newer client, then Oracle CRM On Demand Connected Mobile Sales takes you to the Sign In page, and performs this check for the client version on a weekly basis.
- If you choose to install now, then Oracle CRM On Demand Connected Mobile Sales takes you to the App Store or the Google Play Store depending on the device.
Signing on to Oracle CRM On Demand Connected Mobile Sales
There are two methods for signing on to Oracle CRM On Demand Connected Mobile Sales:
Using Single Sign-On
Single Sign-On (SSO) authentication is subject to the following limitations:
The supported profiles are Security Assertion Markup Language (SAML) 1.1 Browser/Artifact profile and SAML 2.0 Browser/Artifact profile.
Note: SAML Federation with Basic Authorization on the Identity Provider (IdP) is not supported.Browser/POST profiles are not supported.
Client support is provided on Android and iPhone devices only.
The Intersite Transfer Service (ITS) URL must be correctly configured in Oracle CRM On Demand and must use destination-site-first. Because of the context-sensitive nature of the Target URL, do not specify a concrete Target URL when configuring the ITS URL for SSO Authentications property. Instead, use the ${TARGET} macro as a substitute for the concrete Target URL. For more information, contact Oracle Customer Care.
A user who signs on with SSO cannot use CalDAV or CardDAV synchronization as described in Calendar and Contact Synchronization (iOS Only).
Enabling Single Sign-On as the Default Sign On Method
You can sign on to a Oracle CRM On Demand Connected Mobile Sales session using either SSO or User ID and Password. You can also set SSO as the default method of signing on.
To set SSO as the default sign on method
In Android, tap the Action Overflow icon (three vertical dots) and tap the Sales App Advanced screen. Activate the menu (either using the hardware menu button or clicking the ellipsis icon (...) on the top right), and then select Enable Single Sign On.
In iOS, open the Settings app. Find and select the Sales App, and then make sure Single Sign On is enabled.
If you want to resume using User ID and Password for signing on, repeat these steps and disable the Enable Single Sign On setting.
To sign on to Oracle CRM On Demand Connected Mobile Sales using Single Sign-On
Access the following URL:
https://mobile.crmondemand.com/odui/faces/Home?ssoid=<SSO_ID>where<SSO_ID>is the Single Sign-On ID.
Using User ID and Password Sign-On
This topic describes how to sign on to Oracle CRM On Demand Connected Mobile Sales using a user name and password. There are two hosts available and they have the following names:
Production Host = mobile.crmondemand.com
Staging Host = mobile9aaa.crmondemand.com
To sign on to the production environment, use your Oracle CRM On Demand username and password. Your account role must have the access privileges listed in the table in Privileges for Oracle CRM On Demand Connected Mobile Sales.
To sign on to the stage environment, use the following convention:
Username: <CRMODStageLogin>@@<CRMODStageHostname> Password: <CRMODStagePassword>
The <CRMODStageHostname> need only include the host name. For example:
secure-ausomxala.crmondemand.com
If required, you may include the protocol and the port number, however anything following double at signs (@@) must be URL encoded. For example, a colon must be replaced with %3A.
To sign on to Oracle CRM On Demand Connected Mobile Sales using User ID and Password with a browser
Tap the Sales icon.
Oracle CRM On Demand Connected Mobile Sales loads and then displays its sign on screen.
Enter your Oracle CRM On Demand user name (for example, MyCompany/MyUserId) and password.
The user name entry is a combination of your company name and user account name. It follows this format: AccountName/FirstName, for example, PatLee/Pat
Note: You must put a slash (/) between the company name and the user ID. Do not use a backslash (\).Tap Login.
Note: The security questions typically required to sign on to Oracle CRM On Demand initially do not appear on the mobile device. If you have not set up the required security questions, you cannot sign on to Oracle CRM On Demand Connected Mobile Sales. In this case, sign on to Oracle CRM On Demand using a Web browser on your personal computer or laptop computer, and set up the security questions.Oracle CRM On Demand Connected Mobile Sales connects to Oracle CRM On Demand and downloads the latest information. For convenience, you can store your user name and password.
Oracle CRM On Demand Connected Mobile Sales stores only credentials on the mobile device and those credentials are always encrypted. The mobile device settings control the access and encryption of that information.
Using the One-Tap Option
You can use the one-tap option in a Contacts List page or from an Account, Contact, Owner, or Lead field in any Detail page in Oracle CRM On Demand Connected Mobile Sales to:
Send an email to the entity.
Call the entity.
Map the entity’s address using the entity’s primary address.
Add or remove the entity from the Favorites list, as applicable.
To use the one-tap option from a Contacts List page
Navigate to the Contact List page.
Tap the one-tap icon for the contact of interest, that is, the circular icon with the contact’s initials.
Note: What is displayed in the icon is based on the first field displayed on the Contact's list layout. For example, if the first field is First Name and the field value is "Anthony", then the display shows "A". If you have the account as the first field, and the icon is showing the account's initials when you touch the icon, the options are still based on the contact information.Select one of the options that are presented.
To use the one-tap option from a Detail page
In any Detail page, tap the one-tap icon (the circular icon with the entity’s initials) beside an Account, Contact, Owner or Opportunity field of interest.
Select one of the options that are presented.
Editing Records by Swiping in a List Page
You can edit records, including child records, by swiping the record from right to left on a List page for that record type.
To edit records by swiping on a list page
On the Home page, tap the record type icon, for example, the Contacts icon, to open the List page for that record type.
Swipe a record from the list from right to left.
You are presented with the Edit option.
Tap Edit to edit the record.
Accessing Actions from Records
You can access actions from top-level Account, Contact, or Opportunity records by swiping the record from right to left on a List page for that record type.
In addition, you can access additional options by tapping and holding Contact list pages.
To access actions from records by swiping on a list page
On the Home page, tap the record type icon, for example, the Contacts icon, to open the List page for that record type.
Swipe a record from the list from right to left.
You are presented with the More option.
Tap More and select one of the following actions:
Add Appointment
Add Task
Log a Call
Add Attachment
Complete fields as necessary.
To access actions from records by tapping and holding a record (Contacts only)
On the Home page, tap the Contact record type icon to open the List page for Contacts.
Tap and hold a Contact record, and then select one of the following actions:
Map Address
Add to Favorites (if the record is not already marked as a Favorite)
Remove from Favorites (if the record is already marked as a Favorite)
Email
Call
Complete fields as necessary.
About Offline Mode
Offline mode caches records (within the limits of the mobile device’s available memory, up to 50 MB) for use when your mobile device is not connected to the network. The following record types can be cached for offline access:
Account
Address
Appointment
Business Plan
Calendar
Contact
Custom Objects 01-15
Household
Interest
Lead
Note
Opportunity
Product
Product Category
Revenue
Service Request
Task
Team
User
You can activate and deactivate Offline mode using the menu icon (three horizontal dots on iOS and three vertical dots on Android) at the top of the page. Before Offline mode can appear in the menu, the following must be true:
The administrator must enable Offline mode in the Application Composer.
If you have an iOS device, you must have installed the Oracle Enable Offline Access Profile. For more information, see Installing the iOS Oracle Enable Offline Profile.
If you have an Android device, you must enable encryption on the device.
Installing the iOS Oracle Enable Offline Profile
If you have an iOS device, you cannot use Offline mode until you install the Oracle Enable Offline Access Profile. Use the following procedure to install the profile.
To install the Oracle Enable Offline Access Profile on an iOS device
On the iOS device, tap the menu icon (three horizontal dots) at the top of the page and choose Configure Offline Access.
Follow the prompts to install the profile.
Sign out from the Oracle CRM On Demand Connected Mobile Sales app.
Sign on to the Oracle CRM On Demand Connected Mobile Sales app.
When the profile is installed, the Configure Offline Access choice no longer appears on the menu, and is replaced with a choice for Work Offline.
Activating Offline Mode
The bar at the top of the page includes a menu icon (three horizontal dots on iOS and three vertical dots on Android). You can use this menu to access any of the configured record types (such as accounts, contacts, and so on). There are two additional items in the menu: Work Offline and Sign Out.
Work Offline only appears in the menu if configured by the administrator. If Offline mode has been enabled for you by your administrator, you can turn it on or off for your mobile device using the Work Offline command on the menu. If storage space is limited on your mobile device, you may wish to have Offline mode turned off.
When Offline mode is activated, any opportunity list pages and opportunity detail pages are cached for offline use. If no list pages or detail pages are cached, then during Offline mode, the Opportunity icon does not appear.
Any opportunity list page that is displaying an opportunity record that can be viewed in Offline mode has a white background, while those that have not been cached and are therefore not available for Offline mode use have a gray background. If you try to access a record within a list that has not been cached, then nothing happens. If you try to access a record within a list that has been cached, then the details of the opportunity are displayed. It is not possible to view any related information of the opportunity record while using Offline mode.
When Offline mode is active, only the following options are available under the menu:
Home
Opportunities (this appears only if there are opportunity records cached)
Work Offline
Sign Out
If your device loses Internet connectivity and Oracle CRM On Demand Connected Mobile Sales detects you are trying to access records, then Oracle CRM On Demand Connected Mobile Sales prompts you to activate Offline mode.
When your device reconnects to the Internet, you can return to Online mode by choosing Work Online from the menu.
Synchronizing Recently Viewed Records From Oracle CRM On Demand
The Connected Mobile Sales device automatically synchronizes records that you have recently viewed on Oracle CRM On Demand after you log out of Oracle CRM On Demand or your session times out. After your Oracle CRM On Demand session ends, you can log into the Connected Mobile Sales application which automatically synchronizes the Recently Viewed Items
If your Oracle CRM On Demand session has not ended before you sign into Connected Mobile Sales, then the Recently Viewed Items from Oracle CRM On Demand does not sync to Connected Mobile Sales until the Oracle CRM On Demand session ends, and either:
Connected Mobile Sales performs an automatic sync, which occurs every 10 minutes.
You manually perform a sync by pressing the sync icon, which you can do every 5 minutes.
To synchronize recently viewed records from Oracle CRM On Demand
Navigate to the Navigator page.
Tap Recently Viewed Records.
Note: The Recently Viewed Records icon is enabled if there is no recently updated record in Oracle CRM On Demand Connected Mobile Sales within the last 5 minutes; otherwise, this option is not available.Tap the Sync Recently Viewed icon.
Using List-Detail Record Types
This topic applies to the majority of record types, such as Account, Activity, Lead, Service Request, and so on. It does not apply to calendar appointments.
The Home screen of Oracle CRM On Demand Connected Mobile Sales displays an icon for each record type that the administrator has configured. You can navigate within a record type in the following sequence:
Home screen.
List screen. For information, see Using List Screens.
Detail screen. For information, see Using Detail Screens.
Related items or native application.
Using List Screens
When you select an icon (except the Calendar icon) on the Home screen, Oracle CRM On Demand Connected Mobile Sales displays a List screen for the record type. The list displays one to three fields of information for each record. The list displays only records you have access to. You can scroll through this list. For information on selecting which fields appear in this list, see Selecting Available Fields.
To use a List screen
Do one of the following:
Where configured by your administrator, you can scroll non-calendar lists by swiping up. The list retrieves a maximum of 25 records. When you scroll past the 25th record Oracle CRM On Demand Connected Mobile Sales temporarily displays a loading spinner while it retrieves the next set of records (25 maximum).
To add a new record, tap the menu icon (three horizontal dots on iOS and three vertical dots on Android) and choose Create from the menu.
To see all available actions, you have to tap the menu icon.
To display the detailed information for a record, tap it.
To go back to the Home screen, tap the Back button in the title bar.
To sort the list, do the following:
Tap the menu icon (three horizontal dots on iOS and three vertical dots on Android) and choose Sort from the menu.
On the Sort Options page, use the Sort Order field to choose a field on which to sort.
In the Sort By field choose Ascending or Descending.
To save your updated selection, tap the menu icon and choose Save.
To revert back to the default settings, tap the menu icon and choose Reset.
To search for records, enter information (such as a name) in the Search field and click Search. On iOS devices, scroll the list up to reveal the Search field. For more information, see Searching Lists for Records.
For tasks lists, you can tap Select and choose between displaying Open Tasks, Completed Tasks, or All Tasks.
For contact lists, you can tap and hold on a record to bring up a menu of actions. The actions are:
-
Send an email to the entity.
-
Call the entity.
-
Map the entity’s address using the entity’s primary address.
-
Add or remove the entity from the Favorites list, as applicable.
-
Searching Lists for Records
You can search lists to find specific records. You use the following methods to find records:
Displaying Recently Accessed Records
You can display the five most recently accessed records by opening the menu and scrolling to the Recently Viewed section. The most recently accessed record is at the top of the list.
Context-Sensitive Search for Custom Objects 1-3
If you create a new record for a Custom Object 01, Custom Object 02, or Custom Object 03, and select an account, then the opportunities list displays only the opportunities associated with the selected account.
Search Wildcards and Case-Insensitivity
The search function is case insensitive and automatically adds a wildcard at the end. For example, if the name of an account is Action Rentals, you can find it using any of the following search terms:
Action
action
Action Ren
action rent
You can also add an asterisk (*) as a wildcard at the start of the search term as follows:
* Rentals
* Rental
*rental
*rent
Finding Records Using Managed Lists
You can search to find records within a managed list. Use the following procedure to search a managed list.
To find a record in a managed list
Display any list of records.
Tap the ellipsis icon at the top of the list.
Tap Select List.
The device displays a list of managed lists.
Select a managed list and tap Save.
The device displays the records in the managed list.
Tap the Magnifying Glass icon (Android) or drag down on the list (iOS).
Search for the records using the standard search techniques.
Finding Records Using a Multiple Field Search
You can find records of top-level objects and child objects using multiple search fields. For each record type, you can search using a different set of fields. If you specify values for multiple search fields within a record type, Oracle CRM On Demand Connected Mobile Sales conducts an AND search. For example, if the record type is Contact, and you specify a First name and Last Name, then Oracle CRM On Demand Connected Mobile Sales returns only records that match both the First Name AND Last Name. The following shows the search fields available for each record type.
Table Available Search Fields by Record Type
| Record Type | Search Fields | Sort Field | Sort Order |
|---|---|---|---|
Account |
Account Name, Billing: Address 1, Billing: City, Billing: State/Province, Location, Primary Contact, Shipping: Address 1, Shipping: City, Shipping: State/Province |
Account Name |
Ascending |
Appointment (as a related item) |
Location, Subject |
Start Time |
Ascending |
Asset |
Product Name, Serial # |
Product Name |
Ascending |
Contact |
Last Name, First Name, Email |
Last Name |
Ascending |
Custom Object 1-15 |
Name, Quick Search 1, Quick Search 2 (see note below) |
Name |
Ascending |
Lead |
Last Name, First Name, Company |
Last Name |
Ascending |
Note |
Subject |
Modified Date |
Descending |
Opportunity |
Opportunity Name |
Opportunity Name |
Ascending |
Product |
Product Name, Product Category, Part Number, Status |
Product Name |
Ascending |
Product Category |
Category Name |
Category Name |
Ascending |
Service Request |
Service Number, Subject, First Name, Last Name |
Opened Time |
Descending |
Task |
Subject, Location |
Due Date |
Ascending |
User |
Last Name, First Name, Email |
Last Name |
Ascending |
If the Account object is a child of the Contact object, then the search fields are Account Name, Location, and Primary Contact. If the Account object is a child object of Custom Object 1, Custom Object 2, or Custom Object 3, then the search fields are Account Name and Location only. The search fields for the Account object and Custom Objects 04-15 are the same as the top-level Account object.
To use a multiple field search
While displaying a list, tap the Magnifying Glass icon (Android) or drag down on the list (iOS).
The multiple field Search page appears.
For each of the search fields displayed, you can tap the Search Operator (on the left side) and choose an operator for the search, such as Equals, Contains, or Starts With.
The list of search operators depends on the field’s data type. For example, a date field can use a Between operator so you can specify a date range to search within. A numeric field has equals, greater than, and less than operators.
For each of the search fields displayed, you can enter a value to search on.
If you leave a search field blank, then that field is not used when searching. For text fields, the same wildcard and case rules apply as described in Search Wildcards and Case-Insensitivity.
To start the search, tap Search at the top right of the page.
Finding Records Using Look Up
When you use Look Up, Oracle CRM On Demand Connected Mobile Sales looks at specific fields within each record. The fields and specifications depend on the record type. Some look ups are sorted if there are multiple records that meet the search criteria. The following shows the look up specifications for each record type.
Table Look Up Specifications by Record Type
| Record Type | Search Specification | Sort Field | Sort Order |
|---|---|---|---|
Account |
Account Name STARTSWITH criteria |
Account Name |
Ascending |
Campaign |
Campaign Name STARTSWITH criteria OR Source Code STARTSWITH criteria |
Campaign Name |
Ascending |
Contact |
First Name STARTSWITH criteria OR Last Name STARTSWITH criteria |
Last Name |
Ascending |
Custom Object 1-15 |
Name STARTSWITH criteria OR Quick Search 1 STARTSWITH criteria OR Quick Search 2 STARTSWITH criteria |
Name |
Ascending |
Lead |
First Name STARTSWITH criteria OR Last Name STARTSWITH criteria |
Last Name |
Ascending |
Note |
Subject STARTSWITH criteria |
Modified Date |
Descending |
Opportunity |
Opportunity Name STARTSWITH criteria |
Opportunity Name |
Ascending |
Product |
Product Name STARTSWITH criteria OR Product Category STARTSWITH criteria |
Product Name |
Ascending |
Service Request |
Service Number STARTSWITH criteria OR Subject STARTSWITH criteria OR Account Name STARTSWITH criteria OR Contact First Name STARTSWITH criteria OR Contact Last Name STARTSWITH criteria |
Opened Time |
Descending |
Task |
Activity SR Id EQUALS Task AND Subject STARTSWITH criteria OR Location STARTSWITH criteria |
Due Date |
Ascending |
User/Owner |
First Name STARTSWITH criteria OR Last Name STARTSWITH criteria |
Last Name |
Ascending |
Using Detail Screens
When you select a record from a List screen, Oracle CRM On Demand Connected Mobile Sales displays the detail fields for the record. The fields displayed depend on the record type and the fields selected by the administrator. For more information, see Customizing Layouts.
To use a Detail screen
Do one of the following:
To edit the record, tap the Edit button in the title bar.
(On iOS devices only) To go back to the Home screen, tap the middle of the title bar.
To go back to the List screen, tap the Back button in the title bar.
To make a phone call, tap the phone number. Calls are placed using the mobile device’s phone application.
To write an email, tap the email address. Emails are composed and sent using the mobile device’s email application.
To display a map and get directions, tap the address. Mapping and directions use the mobile device’s map application.
To jump to a related item, tap an icon in the Related Items bar. Examples of related items are contacts related to a lead, service requests related to an account, and tasks related to a contact.
When displaying an Account or Contact, tap Appointment or Task to create a related activity. The contact name populates automatically in the new activity.
When displaying an account, you can display news about the account by tapping the News Feed icon in the Related Items bar at the bottom of the screen. The News Feed icon appears only if the RSS feed has been configured in Oracle CRM On Demand Release 32 or later. For more information on configuring the RSS feed, see Configuring the RSS Feed for Account News.
When displaying an account, you can add an appointment, add an attachment, or send email to a contact or team, or add a task by tapping and holding the menu icon (three horizontal dots on iOS and three vertical dots on Android).
When creating a lead from a list of related leads in an account, the new lead’s Associated Account field populates with the name of the parent account.
When displaying an appointment, you can add an attachment or send email to contacts and users by tapping and holding the menu icon.
When displaying a lead, you can add an appointment, add an attachment, log a call, or add a task by tapping and holding the menu icon.
When displaying a task, you can add an attachment by tapping and holding the menu icon.
When displaying an opportunity, you can add an appointment, attachment, or task, you can send an email to a contact or team, or log a call by tapping and holding the menu icon.
Working with Leads
Oracle CRM On Demand Connected Mobile Sales enables you to qualify, reject, archive, and convert your leads. For more information, see:
Qualifying Leads
You can qualify leads from within Oracle CRM On Demand Connected Mobile Sales. Use the following procedure.
To qualify leads
In Oracle CRM On Demand Connected Mobile Sales, display the detail page for a lead.
On the Lead Detail page, make sure that the lead’s First Name, Last Name, Rating, and Sales Person fields contain valid values.
These fields are required to qualify the lead. In addition, if the Lead record type is configured in the user mode of record ownership, then the Owner Full Name field must contain valid values.
Tap the menu icon (three horizontal dots on iOS and three vertical dots on Android).
Choose Mark as Qualified.
Oracle CRM On Demand Connected Mobile Sales verifies that the critical fields contain data. If the criteria are met, the lead Status field value changes to Qualified.
If you receive an error message after clicking Mark as Qualified, verify that the Qualified Date field has not been customized with a read-only value.
Rejecting Leads
You can reject leads from within Oracle CRM On Demand Connected Mobile Sales. Use the following procedure.
To reject leads
In Oracle CRM On Demand Connected Mobile Sales, display the detail page for a lead.
Tap the menu icon (three horizontal dots on iOS and three vertical dots on Android).
Choose Reject.
Oracle CRM On Demand Connected Mobile Sales displays the Reject a Lead page.
On the Reject a Lead page, enter the following information:
In the Reject Code field, select a value from the drop-down list.
(Optional) In the Reject Reason field, enter the reason for the rejection. If the Reject Code is set to Other, then the Reject Reason field is required.
To reassign the lead to a new owner, select the Reassign Owner check box.
If your company administrator has set up lead assignment rules, then selecting the Reassign Owner check box triggers the assignment manager to reassign the lead by using the lead assignment rules. Depending on your company’s policies, the rejected lead may be reassigned to the original owner or to the original owner's manager. The assignment manager can reassign records only to users. It can reassign records only if the record type is configured in the user mode or mixed mode of record ownership. The assignment manager cannot reassign records if the record type is configured in book mode.
Click Confirm Reject.
The Lead Detail page reappears with information about the rejection, including your name, Reject Code, and, if specified, the reason for the rejection. The lead Status field value is changed to Rejected.
Archiving Leads
Instead of qualifying a lead, you can specify that it is not worth pursuing and remove it from the assessment process. Archiving a lead does not delete it, but retains the lead in the database with a status of Archived. To archive a lead use the following procedure.
To archive leads
In Oracle CRM On Demand Connected Mobile Sales, display the detail page for a lead.
Tap the menu icon (three horizontal dots on iOS and three vertical dots on Android).
Choose Archive.
The lead Status field changes to Archived.
Converting Leads
You can convert qualified leads from within Oracle CRM On Demand Connected Mobile Sales in a similar manner as in Oracle CRM On Demand. You can convert leads into accounts, contacts, and opportunities. Before converting a lead, make sure it is qualified. For more information, see Qualifying Leads.
To convert a lead
From the Lead detail page, tap the menu icon (three horizontal dots on iOS and three vertical dots on Android).
Choose Convert Lead.
To create new account and contact records for this lead, select the Auto-create New Account and Auto-create New Contact options.
To create a new opportunity and link the opportunity to an existing account and contact, select the Use Existing Account and Use Existing Contact options.
Complete the remaining fields.
Tap Save.
Navigate back to the Lead detail page.
Using the Calendar
The calendar shows appointments from Oracle CRM On Demand. The appointments that you create on your mobile device are saved to Oracle CRM On Demand.
To display appointments on the calendar
Do one of the following:
Click List to display a chronological text list of your appointments. You can scroll through this list to find appointments.
Click Day to display one day’s appointments.
You can change the displayed date, using the Previous Day and Next Day buttons.
Click Month to display one month’s appointments.
You can change the displayed month, using the Previous Month and Next Month buttons.
Click the Today button to return to today’s appointments when displaying the List, Day, or Month.
Click Create to add new appointments.
Click the appointment to display the detailed information about it.
- For appointments, you can tap Select and choose between displaying Open Appointments, Completed Appointments, or All Appointments.
While viewing an appointment you can edit it and add a follow-up appointment. You can also access the related items listed at the bottom of the screen.
Creating a Follow-Up Appointment
When displaying an existing appointment, you can create a follow-up appointment. The follow-up appointment is scheduled for a week after the original appointment, but you can edit that as needed. The follow-up appointment’s name starts with "Follow Up:" and then has the name of the original appointment. All fields in the original appointment are retained, except for the Description field and any attachments. To create a follow-up appointment, complete the following procedure.
To create a follow-up appointment
While displaying an existing appointment, tap the menu icon (three horizontal dots on iOS and three vertical dots on Android).
Choose Create Follow-up from the pop-up menu.
Edit the follow-up appointment’s fields as needed.
Tap Done.
Displaying All, Completed, and Open Appointments
You can filter appointments that belong to an record type such as accounts or contacts. You can display the following types of appointments:
All Appointments. Displays appointments sorted by the earliest start time first. Limited to a maximum of 25 appointments per page and no appointments older than four weeks.
Completed Appointments. Displays appointments with a completed date and time earlier than the current date and time, sorted by the most recently completed appointment first. Limited to a maximum of 25 appointments.
Open Appointments. Displays appointments that have yet to be completed (either the completed date is null, or it occurs in the future), sorted by the appointment that is due the soonest. Limited to a maximum of 25 appointments.
The following describes some useful information about appointments:
If the Completed Date field is left blank, Oracle CRM On Demand Connected Mobile Sales sets it to the same value as the End Time field when the appointment is created and saved.
If the Completed Date field is not configured as a read-only field, then you can enter a date in this field that is different from the end date for the appointment.
If you later change the value in the End Time field, then the value in the Completed Date field is also changed to the new value in the End Time field.
Changing the date in the Completed Date field does not result in the Completed check box for the appointment being selected, or the Status field being set to Completed, even if the new date is in the past.
The Completed Date field can never be left blank on appointments because Oracle CRM On Demand uses this field to determine which appointments to include in the Open Activities lists that appear in several areas in Oracle CRM On Demand.
If you clear the value from the Completed Date field on an appointment, then Oracle CRM On Demand resets the field to the same value as the End Time field.
To display filtered appointments, complete the following procedure.
To display filtered appointments
In the record type (such as account or contact), tap Related Items.
Tap Appointments.
Tap the List icon.
In Android, tap the List icon at the top right of the screen, and choose Select.
In iOS, tap the Appointments icon in the bottom bar and choose Select.
In the Select page, tap either All Appointments, Completed Appointments, or Open Appointments.
Displaying All, Completed, and Open Tasks
You can filter tasks that belong to an record type such as accounts or contacts. You can display the following types of tasks:
All tasks. Displays tasks sorted by the earliest due date first. Limited to a maximum of 25 tasks.
Completed tasks. Displays tasks with a completed date and time earlier than the current date and time, sorted by the most recently completed task first. Limited to a maximum of 25 tasks.
Open tasks. Displays tasks that have yet to be completed (either the completed date is null, or it occurs in the future), sorted by the task that is due the soonest. Limited to a maximum of 25 tasks.
To display filtered tasks, complete the following procedure.
To display filtered tasks
In the record type (such as account or contact), tap Related Items.
Tap Tasks.
Tap the List icon.
In Android, tap the List icon at the top right of the screen, and choose Select.
In iOS, tap the Tasks icon in the bottom bar and choose Select.
In the Select page, tap either All Tasks, Completed Tasks, or Open Tasks.
Calendar and Contact Synchronization (iOS Only)
iOS users who sign on with a user ID and password (not SSO) can synchronize their calendars and contacts with Oracle CRM On Demand using CalDAV (Calendar Distributed Authoring and Versioning) and CardDAV (Card Distributed Authoring and Versioning). CalDAV and CardDAV are extensions to WebDAV (Web Distributed Authoring and Versioning) that provide a standard interchange of appointment and contact information with a remote server. If this is the first time a CalDAV or CardDAV entry is being set up on the device, back up your calendar and contact list because synchronization removes the contacts on your device.
To set up Calendar and Contact Synchronization on an iOS device
Navigate to Settings and then to Mail, Contacts, Calendars.
Tap Add Account.
Tap Other.
Tap Add CardDAV/CalDAV Account.
Enter the following information:
| Field | Entry |
|---|---|
Server |
mobile9aaa.crmondemand.com for the staging host or mobile.crmondemand.com for the production host. |
User Name |
Your Oracle CRM On Demand user name |
Password |
Your Oracle CRM On Demand password |
Description |
The name for your contact or calendar list |
To be able to create contacts from your iOS device and have those contacts synchronized to Oracle CRM On Demand, you must have the CardDAV entry for Oracle CRM On Demand Connected Mobile Sales set as your default Contact list.
To set your default contact list
Navigate to Settings and then to Mail, Contacts, Calendars.
Under the Contacts section, tap Default Account.
Select the CardDAV entry for Connected Mobile Sales.
Only contacts are synchronized from Oracle CRM On Demand to the iOS device. Users are not synchronized. However, users can still be added to appointments by manually entering their email addresses that also exist in Oracle CRM On Demand. Otherwise, if there is no match for the email address in Oracle CRM On Demand, then the invitee is removed in a subsequent synchronization. Recurring appointments, alerts, and the URL field are not supported.
When adding a new appointment, use only the calendar in Oracle CRM On Demand Connected Mobile Sales. If you use your iOS device’s native calendar app or a third-party calendar app, then these appointments synchronize to Oracle CRM On Demand using the CalDAV standard, which does not allow for account information. Oracle CRM On Demand rejects these appointments because they do not contain an account, and then the appointment is removed from your device’s calendar app.
Finding Clients Near Your Location
You can use a map proximity search to identify accounts, activities, and contacts near your location. The search radius is configurable for 1, 5, 10, 20, 25, 50, 100, or 500 kilometers or miles from your current location.
The following table lists the address type that is checked on each record type when you perform a proximity search. The latitude and longitude fields for these address types are used and are therefore mandatory for proximity searching. The actual street address information is not used. In contrast, when mapping an address from the detail page of these record types, the street address information is used, not the latitude and longitude fields.
| Supported Record Type | Address Checked in Proximity Searches |
|---|---|
Account |
The billing address and shipping address for the account |
Activity |
The address in the Address field. |
Contact |
The primary address for the contact |
Populating the latitude and longitude fields can be done manually or through Oracle CRM On Demand’s geocoding service. For more information about the latitude and longitude fields, check the "About Geocode Fields in the Address Record Type" topic in Oracle CRM On Demand Online Help. For more information about Oracle CRM On Demand Geocoding, check the "About the Geocoding of Address Information" topic in Oracle CRM On Demand Online Help.
The following procedure describes how to set the search radius.
To set the search radius
Tap Around Me.
Tap the Radius setting and choose from 1, 5, 10, 20, 25, 50, 100, or 500.
Tap the Units settings and choose either kilometers or miles.
The proximity search can be performed on accounts, activities, and contacts. The following procedure describes how to search on these record types.
To perform a proximity search
Tap Around Me.
Tap the Record Type setting and choose either accounts, activities, or contacts.
If you chose accounts, then you can further choose to search on Billing Address or Shipping Address.
Tap the List setting and choose All records or one of the record-dependent alternatives.
Tap Search.
Oracle CRM On Demand Connected Mobile Sales displays a map centered on your location (marked with a blue circle) and the nearby objects marked as red pins.
To display information on a nearby object, tap its red pin.
A pop-up appears on the map with the name and information on the object. Android devices use a list page to indicate nearby accounts, activities, and contacts.
To display a detail page on the selected object, tap the circled i icon in the information pop-up.
Using Attachments
You can attach images, voice memos, or URLs to many record types. Android users can also attach documents to these record types. You can make attachments as a field for Custom Objects 1-15. The following record types support attachments as a related item (requires record type access):
Account
Activity - Appointment
Activity - Task
Contact
Custom Object 1-3
Lead
Opportunity
Service Request
To add an attachment
-
While on the appointment or task detail page, tap the menu icon (three horizontal dots on iOS or three vertical dots on Android), then tap Add Attachments.
-
For all record types (including Appointments and Tasks) for which the attachment is made available as a related object, navigate to Related Objects, tap Attachments and click the add (+) button. The Create page appears.
In the File Type field, choose Image, Audio, or Other (Android only).
If you chose Image, then complete the following steps:
Tap the Image icon.
Choose either: Choose Photo (to choose an existing photo in your photo library) or Take Photo.
If you chose Audio, then complete the following steps:
Tap the audio (speaker) icon.
On the recording page, tap the Record button and record a voice note.
When done, tap the button to stop recording.
If you chose Other (Android only), then complete the following steps:
Tap the Other icon.
The Open From page appears.
Select the source of the document from one of the options below:
Recent
Images
Videos
Audio
Downloads
Photos
- Depending on your document source, you need to navigate to the document within the Android operating system.
For image or audio attachments, in the Name field, enter the attachment record name, and in the Attachment: File Name field, enter the attachment file name.
For an attachment of type URL, you have to complete the Name and URL fields.
When displaying a list of attachments, they are sorted by title in ascending order.
In the Description field, enter a description of the attachment.
- Tap Save.
When you have one or more attachments on a record, you can review it. Use the following procedure to access your attachments.
To access an attachment
Navigate to Related Objects and tap Attachments.
A list displaying the attachments to the selected record appears. The list is sorted by the attachment name.
To display information about an attachment, tap the attachment record.
You can then do one of the following, depending on the attachment type:
You can display an attached image.
You can play an audio recording using the device’s native audio player.
- You can navigate to the URL.
Tap Close.
Searching the Calendar for Records
You can search the calendar for specific records. When you search, Oracle CRM On Demand Connected Mobile Sales looks at specific fields within each record. The fields and search specifications depend on the record type. Some lists are sorted if there are multiple records that meet the search criteria.
Displaying Analytics Reports
You can display analytics reports from Oracle CRM On Demand as selected and configured by your administrator.
To display an analytics report
Tap the Reports icon.
The list of configured reports appears. The administrator configures which reports appear in this list.
Tap a report.
User Interface Differences Between Supported Devices
Oracle CRM On Demand Connected Mobile Sales provides the same functions on all supported devices. However, because these devices have differences, the manner in which these functions are implemented is specific to the device and its operating system. The following list details the major differences you might experience between devices:
The iPad has a larger screen, enabling the use of a two-column display on detail and edit pages, as compared to a single column on the iPhone.
The iPad can display some picklists in a floating window above the currently displayed page, whereas the iPhone must switch to a new page to present the same picklist. For example, to choose a country from a picklist, the iPad can display a floating picklist of countries, whereas the iPhone must switch to a single page listing those same countries.
Managing Advanced Screen Settings
Within the Oracle CRM On Demand Connected Mobile Sales application there is an option for Advanced Screen Settings. You do not normally need to access these settings but in the event that support directs you to the Advanced Screen Settings, the fields shown in the following can be set.
Table Advanced Screen Settings
| Field Name | Default Value | Description |
|---|---|---|
Host |
mobile.crmondemand.com |
The Oracle CRM On Demand Connected Mobile Sales server host name. |
Port |
Default |
The port number. |
Suffix |
/odui/faces/Home |
The suffix used to form the URL to access Oracle CRM On Demand Connected Mobile Sales. |
Use SSL |
Checked |
A check box to enable SSL. |
URL |
Not applicable |
The URL generated based on the fields set above (Host, Port, Suffix, and Use SSL). |
When in doubt, you can reset these fields to standard default settings.
To reset Advanced Screen Settings on an Android device
Navigate to Android Settings Application, Apps/Applications, and then Sales
Select Clear Data.
To reset Advanced Screen Settings on an iOS device
Uninstall the Oracle CRM On Demand Connected Mobile Sales application.
Reinstall the Oracle CRM On Demand Connected Mobile Sales application.
Understanding Error Messages
The following describes possible error messages and their meanings.
Table Error Messages
| Error Message | Meaning |
|---|---|
The record you are trying to access has been deleted or has been assigned a new owner and you no longer have access to it. |
This occurs when you are trying to access a record that you do not have access to. This can occur when the ownership of the record has been assigned to another user, or because your user role no longer provides access to the record. |
Error Loading Content. |
This occurs when you are accessing the application or a record within the application. To retry the request, click OK To return to the Login screen, click Exit. |
Error Loading Content, the Internet connection appears to be offline. |
This occurs when you are accessing the application or a record within the application. To retry the request, click OK To return to the Login screen, click Exit. |