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    • Overview of the CRM Application Foundation
        Oracle Customer Relationship Management (CRM)
        CRM Application Foundation
        Overview of CRM Application Foundation integration
        points with other applications
        How the CRM Application Foundation Modules are used
        List the step-by-step implementation flows
        for implementing of following Foundations Modules
        CRM Application Foundation – Resource Manager
        CRM Application Foundation – Assignment Manager
        CRM Application Foundation – Calendars
        CRM Application Foundation – Notes
        CRM Application Foundation – Territory Manager
        CRM Application Foundation – Task Manager
        CRM Application Foundation – Business Rule Monitor
        CRM Application Foundation – Escalation Manager
        CRM Application Foundation – 1-1fullfillment
        CRM Application Foundation – Interaction History
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Program
    • Oracle Tele Service
        Overview of Customer support and service processes
        Overview of Service Request to Resolution process
        Set up Oracle Integrations
        Set up Oracle Tele Service
        Set up Oracle Knowledge Management
        Setting Up Oracle Service Requests
        Setting Up Oracle Customer Care
        Set up Oracle Install Base
        Set up Counters
        Setting Up Oracle Charges
        Setting Up Oracle Knowledge Management
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Programs
    • Oracle Field Service
        Understanding Field Service
        Using Field Service Dispatch Center
        Using Debrief
        Using Spares Logistics
        Using the Planner’s Desktop
        Loop Planning, Notifications and Reporting Hierarchy
        Configuring Field Service Portal
        Using Field Service Portal
        Mandatory and Conditional Dependencies
        Field Service Application Implementation Tasks
        Spares Management Implementation Tasks
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Programs
    • Oracle Depot Repair
        Overview of Using Oracle Depot Repair
        Oracle Depot Repair Business Scenarios
        Managing Depot Business Processes
        Oracle Depot Repair-Specific Setup Steps
        Setting Up Charges for Oracle Depot Repair
        Defining Billing Type Codes
        Defining Service Activities and Billing Types
        Defining Service Business Processes
        Defining Install Base Transaction Sub Types
        Setting Up Time and Material Labor Schedules
        Setting Up Repair Types
        Setting Up Service Request Types for Depot Repair
        Setting Up Depot Repair Reason Codes
        Setting Up Customer Profile
        Setting Up Diagnostic Codes in Oracle Depot Repair
        Setting Up Service Codes in Oracle Depot Repair
        Setting Up Oracle Depot Repair Profile Options
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Programs
    • Oracle Sales
        Home Page
        Overview of Lead to Order Process
        Overview of Telesales and Sales Online
        Locations and Organizations
        Currencies and Calendars
        Employees, Users and Resources
        CRM Application Foundation – Notes, Tasks & Calendars
        CRM Application Foundation – Territory Management
        Lead Management
        Opportunity Management
        Sales Contracts
        Sales Offline
        Marketing Online Campaign Management
        Oracle Sales Flow : Sales Campaigns
        Oracle Sales Flow : Capture/Convert Leads
        Oracle Sales Flow : Manage Opportunities
        Oracle Sales Flow : Create Forecast
        Oracle Sales Flow : Prepare Proposal
        Oracle Sales Flow : Prepare Quote
        Oracle Sales Flow : Place Order
        Oracle Sales Flow : Close Opportunity
        Oracle Sales Flow : Submit Forecast
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Programs
        Oracle Contracts
        Explain Oracle Contracts Core, Oracle Service Contracts, and key contracts phases
        Contracts Concepts
        Contracts Phases
        Overview of Contracts Core
        Overview of Service Contracts
        Overview of Service Contracts Management and
        Oracle Service Contracts
        Setups for Oracle Service Contracts
        Define Parties, Roles, Sources, and Access to Contracts
        Miscellaneous Setups
        Setting up Coverage Templates and Subscription Templates.
        Setting up Items
        Setting up Service Billing and Billing Profiles
        Setting up Statuses and Operations
        Setting up Global Contracts Defaults
        Setting up Contracts Terms and Contract Templates
        Setting up Events and Renewals
        Setting up Profile Options
        Setting up Lookups
        Setting up Reports and Running Concurrent Programs
    • Topics Covered During Session
        Overview of Oracle E-Business Suit process
        ORACLE AIM (Application Implementation Methodology)
        Overview of Documentations in Real-time Projects
        Roles of Oracle Functional Consultant




The Oracle CRM Technology provides Java-based infrastructure software that is used to develop e-business solutions such as Sales, Marketing, Service, eCommerce, Contracts, and Interaction Center applications. It offers a common platform for developing applications with HTML, XML, and Java. It also provides user-friendly screens for centralized3 setup and administration. This Web-based interface is called the System Administrator Console.

JTT components include the following Core Services:

Core Services comprise a number of basic infrastructure capabilities, which are shared across CRM applications. These offer lightweight Java service execution for session management, cursor reuse, transaction management,error handling, global search, auditing, and more.

Application Framework

The Application Framework separates UI look and feel from application logic and content. It is a set of standards, templates, and Java interface classes that are used to compose a CRM application. The framework can be divided into three layers: View, Controller and Model. Each layer has several components. The View layer is responsible for presenting data and receiving user actions. The Controller layer sends messages between the Model and View layers. The Model layer contains all business data and logic and communicates directly with data storage.

Declarative Technologies

Declarative Technologies are tools for building and customizing business flows and application UI components (such as bins, graphs, and reports).The components include the Declarative Page Flows framework and the Declarative Components framework.

The Declarative Page Flows framework enables you to customize, upgrade,and troubleshoot the content and flow of JSPs within an application without making any modifications to actual code. The Declarative Page Flows framework is based on the abstraction of JSPs into named logical entities. Consequently, you can achieve efficient management of content and flows by utilizing the screens provided in the System Administrator Console.

The Declarative Components framework allows you to quickly build UI components that display application-specific data in personalizable Bins,Graphs, Reports, Graph/Reports, or LOVs. The coding requirements are minimal to nonexistent and the components can be published on Oracle applications.

Performance Framework

The Performance Framework optimizes application performance with a Java objects cache that is based in the middle tier.

XML Application Integration

The components of XML Application Integration include XML Services and XML Hooks.XML Services provides a XML and SOAP-based integration technology solution for all HTML-based applications. It is a framework that allows you to manage interapplication Web service sharing. In other words, you can use XML Services to send and receive business logic over the Internet from one application to another.XML Hooks is PL/SQL-based technology that provides an XML-based integration solution for form-based applications.

Security Infrastructure

The Security framework provides a common infrastructure for single sign on, authentication, authorization, privacy, and auditing. It offers unified security features to enable end-to-end secure deployments. JTT augments Oracle 9i’s already strong security capabilities and ERP’s Application Object Library (AOL) to provide customers with a comprehensive security framework that protects customer assets from the Web browser interface all the way to the database. It deploys identification, privacy, authorization,and auditing security features across all deployment tiers and offers customers the flexibility to tailor these features to fit their unique business requirements

The following is a list of what must be present for the CRM Technology Foundation to be implemented.

Middle Tier Infrastructure

    • Apache 1.3.9 or above
    • Jserv 1.1
    • JSDK 2.0
    • OracleJSP 1.1.2
    • JDK 1.2.2 or above

Diagnostics Framework Overview

The interface for the Oracle CRM Technology Foundation Diagnostics framework allows you to troubleshoot any setup and installation problems of the technology foundation and certain participating applications.Additionally, it allows you to register and employ new diagnostic tests.The Diagnostics screens automatically launch when you click the Diagnostics tab of the System Administrator Console. The Diagnostics screens allow you to run test groups, run individual tests, manage test groups, manage tests, set default test input values, and register applications. For documentation about the Diagnostics screens, please see Oracle CRM Technology Foundation Concepts and Procedures.

Oracle CRM On Marketing uses the following solutions for successful lead generation and resurrection:

  • Unified Response Collector. Oracle CRM On Marketing extracts incremental knowledge at each customer touch point during campaign execution. The integrated, response-collection process uses progressive profiling to sequentially build customers’ and prospects’ profiles. A customized algorithm determines when the customer has crossed a critical threshold and is ready to be contacted.
  • Lead Management Module. Oracle CRM On Marketing performs detailed reporting to pinpoint the critical event or insight that triggered a prospect’s readiness to be contacted. At this point, your Sales Department knows what is driving the customer’s decision process. Your customers appreciate how well informed your Sales Department is regarding their specific circumstances, and your sales representatives understand the customer’s needs before they make the call.
  • Central Campaign Launch Pad. Oracle CRM On Marketing’s campaign execution solution provides detailed specifications of your target audience as well as the ability to launch multistage and multichannel marketing campaigns. You can launch the campaigns immediately, or use Oracle CRM On Marketing to send your campaign automatically at a specified date and time.
  • Real-Time Reporting. Standard reports display a large quantity of information that helps you to fine-tune future campaigns. They also provide the necessary metrics to adjust the course of a current campaign to make it more relevant and productive to your prospects and customers.
  • Integrated Vendor Ecosystem. Open APIs allow customers to choose best-in-class services from vendors. Instead of learning the different processing procedures and user interfaces of every vendor, Oracle CRM On Marketing provides a single, consistent interface to work with all vendors for all media channels.



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