Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Sales and ServiceKey Product Highlights
Releases 11.5.8 - 11.5.10
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Sales
Key Product Highlights11.5.8 – 11.5.10
1-3 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.8 (Subset)
• Quoting - iStore Integration
• Quote Approvals Processing
• Sales Offline
• Outlook and Palm Synchronization
• Forecast by Product Category and Opportunity
SALES – 11.5.8
1-4 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Increase sales by collaborating with customers across channels
• Enforce business and pricing rules
• Increase Sales Rep Productivity
• Increase Forecast Accuracy
SALES – 11.5.8
1-5 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence11.5.8 Web Publish Quotes
1-6 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence11.5.8 Web Publish Quotes
1-7 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence11.5.8 Sales Offline
1-8 Copyright © Oracle Corporation, 2003. All rights reserved.
New or Changed Features in 11.5.9 (Subset)
• Proposals
• Mobile Quoting
• TeleSales Quick Order Entry
• Single Administrator UI for Web Store
• Oracle Content Manager
SALES – 11.5.9
1-9 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Create consistent content and messages; personalize with merged data from applications.
• Sales reps can produce accurate quotes offline with full product and pricing information.
• Increased efficiency for TeleSales users creating quotes and orders.
• Simple and powerful UI for creating and managing web stores.
• Complete content management features integrated with applications
SALES – 11.5.9
1-12 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence11.5.9 iStore Administrator UI
1-13 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence11.5.9 Content Manager
1-14 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.10 (Subset)
• Oracle Sales
• Sales Intelligence
• Data Quality Management Integration
• Sales Contracts Integration
• Sales Campaigns
SALES – 11.5.10
1-15 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.10 (Subset)
• Territory Manager HTML UI
• Sales Dashboard
• Sales Coach
• Projected Commission
• Returns through iStore
SALES – 11.5.10
1-16 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• More flexibility in configuring sales application; better performance
• Increase sales by having access to timely and accurate sales information
• Increase data integrity and cleanliness
• Specific terms and conditions are stored in central place to better track contract compliance
• Closer alignment of sales and marketing; sales reps can initiate sales campaigns
SALES – 11.5.10
1-17 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Reduce costs and time involved with creating and maintaining territories and named account lists
• Sales rep has access to important information in a single, configurable view
• Increase sales effectiveness by “guiding” reps through established sales methodologies
• Increased motivation for sales rep by seeing personal benefit
• Simpler return process
SALES – 11.5.10
1-18 Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence
OA Framework-based reporting architecture
11.5.10 Sales Intelligence
1-19 Copyright © Oracle Corporation, 2003. All rights reserved.
TeleSales / Field Sales
DQM
Product Hierarchy
11.5.10 Oracle Field SalesDQM
1-20 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle QuotingContract Integration (Update)
1-21 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle SalesSales Campaign and NQL
1-22 Copyright © Oracle Corporation, 2003. All rights reserved.
Territory Management
HTML UI
ADI
11.5.10 Territory ManagerEasy Territory and Named Account Setup
1-23 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle SalesFunnel and Dashboard
1-24 Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Sales11.5.10 Oracle SalesSales Coach
1-25 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle CompensationProjected Commissions
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Service
Key Product Highlights11.5.8 – 11.5.10
1-28 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.8 (Subset)
• Field Service scheduling enhancements
• Improved Spares Management planning
• Field Service Debrief enhancements
SERVICE – 11.5.8
1-29 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Assign the right person to the right job with the right parts
• More accurate spares management while reducing costs
• “Wrap up” field service visit at client site
SERVICE – 11.5.8
1-30 Copyright © Oracle Corporation, 2003. All rights reserved.
New or Changed Features in 11.5.9 (Subset)
• iSupport - Guest User Functionality
• Preventive Maintenance
• Color Coded tasks
• Offline capabilities for field service wireless
• Search KB from wireless device and co-workers trunk stock for parts
• Service Request Status Propagation
SERVICE – 11.5.9
1-31 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Reduce costs and time associated with answering questions/service requests
• Proactively service customers based on usage, specified date, or period of time
• Better visibility to important Field Service tasks to ensure commitments are met and customer service is upheld
• Access important field service information offline
• Ensure technicians have access to right parts and information to service customer
• Reduce service costs
SERVICE – 11.5.9
1-32 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.10 (Subset)
• Productivity and Usability enhancements
• Service Daily Business Intelligence (DBI)
• Multiple iSupport Sites
• Configurable SR process and templates
SERVICE – 11.5.10
1-33 Copyright © Oracle Corporation, 2003. All rights reserved.
Key New or Changed Features in 11.5.10 (Subset)
• Marketing Integration
• KM Search effectiveness
• Improved OM-IB integration for component replacement
• eAM Integration
SERVICE – 11.5.10
1-34 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Improved customer service since agents have more information available to them to serve customer
• Monitor KPIs and make betters decisions based on timely and accurate information
• Meet the needs of different divisions within the enterprise to provide support to their customers
• Streamline process and capture information specific to type of service request
SERVICE – 11.5.10
1-35 Copyright © Oracle Corporation, 2003. All rights reserved.
Benefits
• Up sell support customers through targeted promotions
• Customers can resolve their own issues easier with more accurate KB searches
• Accurately track changes to products in the installed based
• Log tickets against internal assets
SERVICE – 11.5.10
1-36 Copyright © Oracle Corporation, 2003. All rights reserved.
New Orders Tab How to Use this Feature
11.5.10 TeleService Enhancement Orders Tab
1-37 Copyright © Oracle Corporation, 2003. All rights reserved.
New Invoices Tab How to Use this Feature
11.5.10 TeleService Enhancement Invoices Tab
1-38 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement Contracts Tab
1-39 Copyright © Oracle Corporation, 2003. All rights reserved.
Enhanced Service Request Tab How to Use this Feature
11.5.10 TeleService Enhancement Redesigned Service Request Tab
1-40 Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement Standalone Knowledge Management
1-41 Copyright © Oracle Corporation, 2003. All rights reserved.
Notice that escalated backlog is growing for Medium Severity,Click to drill to more detail
1-42 Copyright © Oracle Corporation, 2003. All rights reserved.
Trending of the Backlog, Escalated, and Unowned counts
are available in one report.
1-43 Copyright © Oracle Corporation, 2003. All rights reserved.
The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased.
The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased.
1-44 Copyright © Oracle Corporation, 2003. All rights reserved.
Target Your Support
Enable multiple support sites to provide targeted support to different customer segments
Common infrastructure for iSupport, iStore and Partners Online
Multiple SitesMultiple Sites
11.5.10 iSupport Enhancements Multiple Sites and Common Infrastructure
1-46 Copyright © Oracle Corporation, 2003. All rights reserved.
Configurable Service Request Process
Documentation Issue Might Be A One Step Process
Product Issue Might Be A Four
Step Process
1-47 Copyright © Oracle Corporation, 2003. All rights reserved.
Define audience
for campaign
Define postings
and rule sets
Define campaign
and messages
Show campaign message
on iSupport
11.5.10 iSupport Enhancements Campaigns To Up-sell and Cross-sell
Campaign Posting displayed at the top section of Home Page
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