Contents

• Title and Copyright Information
• Preface

1 Introduction to JD Edwards EnterpriseOne Customer Relationship Management Application Fundamentals

• JD Edwards EnterpriseOne CRM Application Fundamentals Overview
• JD Edwards EnterpriseOne CRM Foundation Business Processes
• JD Edwards EnterpriseOne CRM Foundation Integrations
  • JD Edwards EnterpriseOne Address Book
  • JD Edwards EnterpriseOne Customer Relationship Management Systems
• JD Edwards EnterpriseOne CRM Foundation Implementation
  • Global Implementation Steps
  • JD Edwards EnterpriseOne CRM Foundation Implementation Steps

2 Understanding JD Edwards EnterpriseOne CRM Fundamentals

• Understanding JD Edwards EnterpriseOne Customer Relationship Management Products
• Understanding JD Edwards EnterpriseOne CRM Fundamentals Applications
• Understanding CRM Constants
• Understanding Employees
• Understanding Catalogs
• Understanding Customers
• Understanding Partners
• Understanding Contacts
• Understanding Call Plans
• Understanding Email and Mail Merge
• Understanding Hotkeys for CRM Foundation

3 Setting Up the CRM Foundation System

• Activating the CRM Foundation System
  • Understanding System Activation
  • Form Used to Activate the CRM Foundation System
  • Activating the CRM Foundation System
• Setting Up CRM Constants
  • Understanding CRM Constants
  • Form Used to Set Up CRM Constants
  • Setting Up CRM Constants
    • CRM Constants, Process
    • CRM Constants, Sales Team
    • CRM Constants, Sales Order
    • CRM Constants, Gold Bars
    • CRM Constants, Calendar

4 Managing Employees for CRM

• Managing CRM Employees
  • Understanding Employee Information for CRM
    • Reviewing CRM Information for Employees
    • Related Links
  • Forms Used to Enter Employees for CRM
  • Entering Basic Employee Information
  • Entering Additional Phone and Email Information for Employees
  • Setting Up Service Provider Information
  • Assigning Partners to Employees
  • Reviewing Parent Child Relationships
  • Setting Processing Options for the Employee Detail Program (P90CA040)
    • Display
    • Versions
  • Setting Processing Options for the Employee Processing Options Program (P90CA043)
    • Defaults
    • Versions

5 Managing Items and Item Catalogs for CRM

• Understanding Items and Item Catalogs
• Prerequisites
• Managing Items
  • Understanding Item Management for CRM
  • Forms Used to Manage Items
  • Associating an Item with a Partner
  • Accessing a Sales Opportunity from an Item
• Managing Item Catalogs
  • Understanding Item Catalogs
    • Accessing Item Catalogs
    • Selection Modes
    • Navigating the Catalog Hierarchy
    • Advanced Catalog Searches
    • Advanced Item Searches
  • Forms Used to Manage Item Catalogs
  • Creating a New Catalog
  • Performing an Advanced Item Search
  • Performing an Advanced Catalog Search
  • Setting Processing Options for the Item Catalog Program (P90CA106)
    • Default

6 Managing Customer Information

• Understanding Customer Information
• Entering Basic Customer Information
  • Understanding Basic Customer Information
  • Forms Used to Enter Basic Customer Information
  • Entering Basic Customer Information
    • Address and Phones
    • Financial
    • Classification
  • Setting Processing Options for the CRM Customer Detail Program (P90CA080)
    • Entry
    • Versions
    • Process
    • Mobile Client
• Entering Additional Customer Information
  • Understanding Additional Customer Information
  • Forms Used to Enter Additional Customer Information
  • Activating a Customer Record for Sales Order Processing
  • Entering Additional Address and Phone Information
  • Entering Customer Financial Information
    • Credit
    • Tax
    • G/L Distribution
    • Collection
    • Invoice
  • Entering Customer Options
    • Ordering Options
    • Pricing Options
    • Shipping Options
  • Entering Service Information for a Customer
  • Using Related Links
  • Entering Customer Contacts
  • Attaching Partners to a Customer
  • Adding Activities to a Customer
  • Creating Customer Profiles
• Reviewing Sales Information for Customers
  • Understanding Sales Information
  • Forms Used to Review Sales Information
  • Reviewing Sales Team Information
  • Reviewing Customer Opportunities
  • Viewing the Pipeline
  • Reviewing Quotes and Sales Orders
• Reviewing Service Information For Customers
  • Forms Used to View or Modify Service Information
  • Reviewing Equipment Master Information
  • Reviewing Service Contract Information
  • Reviewing Case Information
  • Reviewing Service Work Order Information

7 Managing Partners

• Understanding Partner Information
  • View Partners
• Entering Basic Partner Information
  • Understanding Partner Entry
  • Prerequisite
  • Form Used to Enter Partners
  • Adding a New Partner Record
    • Address Book
    • Mailing
    • Additional 1
    • Additional 2
    • Related Address
    • Cat Codes
• Managing Partner Information
  • Understanding Partner Management
  • Form Used to Manage Partner Information
  • Assigning Partners to Employees, Customers, Leads, or Items
  • Assigning Partners to Cases, Opportunities, or Activities
  • Assigning Partner Contacts to Cases or Activities
  • Assigning Partner Contacts to Opportunities

8 Managing Contacts

• Understanding Contact Information
• Entering Contact Information
  • Forms Used to Enter Contact Information
  • Entering Contacts
  • Setting Processing Options for the Manage Contacts Application (P90CA070)
    • Versions
    • Mobile Client
• Managing Contact Information
  • Understanding Contact Management
  • Forms Used to Manage Contact Information
  • Modifying Contact Address Information
  • Modifying Contact Phone and Electronic Address Information
  • Enter Related People for a Contact
  • Creating Contact Profiles
• Managing Contact Activities
  • Understanding Contact Activities
  • Forms Used to View and Modify Activity Information
  • Viewing or Modifying Contact Activities
  • Adding a New Activity for the Contact
  • Linking the Activity to an Action Plan
  • Viewing or Modifying Contact Email

9 Using Call Plans

• Understanding Call Plans
• Creating New Call Plan Templates
  • Understanding Call Plan Templates
  • Forms Used to Create New Call Plan Templates
  • Creating a New Call Plan Template
• Working With Call Plan Templates
  • Understanding Working With Call Plans
  • Prerequisite
  • Forms Used to Work with Call Plan Templates
  • Attaching a Call Plan to an Activity

10 Using Email and Mail Merge

• Using Email and Mail Merge
  • Understanding Email and Mail Merge
  • Managing Email Groups
    • Understanding Email Groups
    • Forms Used To Manage Email Groups
    • Creating Email Groups
    • Maintaining Email Groups
  • Managing Emails
    • Understanding the Email Application
    • Forms Used to Use the Email Application
    • Viewing and Modifying Existing Email Information
    • Creating Email Messages
    • Creating Email Attachments
    • Adding or Removing Distribution Groups and Individuals
    • Sending Emails
    • Tracking Sent Emails
  • Using the Email Merge Feature
    • Understanding Email Merges
    • Forms Used to Use the Email Merge Feature
    • Setting Up an Email Merge for Contacts or Employees
    • Inserting Tokens in the Email Body
  • Using the Mail Merge Wizard
    • Understanding Mail Merges
    • Forms Used to Use the Mail Merge Wizard
    • Creating Mail Merge and Envelope Templates
      • Required System Setup
    • Processing a Mail Merge

11 Appendix A - JD Edwards EnterpriseOne CRM Fundamentals Reports

• JD Edwards EnterpriseOne CRM Fundamentals Reports: A to Z
• JD Edwards EnterpriseOne CRM Fundamentals: Selected Reports
  • R90CA0101E - Employee Phone List Report
  • Processing Options for the Employee Phone List Report (R90CA0101E)
    • Defaults
  • R90CA0111A - Contacts for a Customer Report
  • Processing Options for the Contacts for a Customer Report (R90CA0111A)
    • Defaults
  • R90CA080B - Customer/Contact Summary Report
  • Processing Options for the Customer/Contact Summary Report (R90CA080B)
    • Defaults
  • R90CA1301B - Activities For A Customer Contact Report
  • Processing Options for the Activities For A Customer Contact Report (R90CA1301B)
    • Defaults
  • R90CA13D - Periodic Planner Report
  • Processing Options for the Periodic Planner Report (R90CA13D)
    • Process
    • Print

12 Glossary

• Address Type
• City
• Country
• County
• Currency Code
• Electronic Address
• Electronic Address Type
• Postal Code