Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10

Copyright © Oracle Corporation, 2003. All rights reserved.

Oracle Sales and ServiceKey Product Highlights

Releases 11.5.8 - 11.5.10


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


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


Sales Intelligence11.5.8 Web Publish Quotes


Sales Intelligence11.5.8 Web Publish Quotes


Sales Intelligence11.5.8 Sales Offline


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


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


Sales Intelligence11.5.9 Proposals


Sales Intelligence11.5.9 Proposals


Sales Intelligence11.5.9 iStore Administrator UI


Sales Intelligence11.5.9 Content Manager



• Oracle Sales

• Sales Intelligence

• Data Quality Management Integration

• Sales Contracts Integration

• Sales Campaigns

SALES – 11.5.10



• Territory Manager HTML UI

• Sales Dashboard

• Sales Coach

• Projected Commission

• Returns through iStore

SALES – 11.5.10


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


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


Sales Intelligence

OA Framework-based reporting architecture

11.5.10 Sales Intelligence


TeleSales / Field Sales

DQM

Product Hierarchy

11.5.10 Oracle Field SalesDQM


11.5.10 Oracle QuotingContract Integration (Update)


11.5.10 Oracle SalesSales Campaign and NQL


Territory Management

HTML UI

ADI

11.5.10 Territory ManagerEasy Territory and Named Account Setup


11.5.10 Oracle SalesFunnel and Dashboard


Oracle Sales11.5.10 Oracle SalesSales Coach


11.5.10 Oracle CompensationProjected Commissions


11.5.10 Oracle iStoreOrder Returns


Oracle Service

Key Product Highlights11.5.8 – 11.5.10



• Field Service scheduling enhancements

• Improved Spares Management planning

• Field Service Debrief enhancements

SERVICE – 11.5.8


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


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


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



• Productivity and Usability enhancements

• Service Daily Business Intelligence (DBI)

• Multiple iSupport Sites

• Configurable SR process and templates

SERVICE – 11.5.10



• Marketing Integration

• KM Search effectiveness

• Improved OM-IB integration for component replacement

• eAM Integration

SERVICE – 11.5.10


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


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


New Orders Tab How to Use this Feature

11.5.10 TeleService Enhancement Orders Tab


New Invoices Tab How to Use this Feature

11.5.10 TeleService Enhancement Invoices Tab


11.5.10 TeleService Enhancement Contracts Tab


Enhanced Service Request Tab How to Use this Feature

11.5.10 TeleService Enhancement Redesigned Service Request Tab


11.5.10 TeleService Enhancement Standalone Knowledge Management


Notice that escalated backlog is growing for Medium Severity,Click to drill to more detail


Trending of the Backlog, Escalated, and Unowned counts

are available in one report.


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.


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


Configurable Service Request Process

Documentation Issue Might Be A One Step Process

Product Issue Might Be A Four

Step Process


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


Thank You.

Oracle Sales and Service

Documents

Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10