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Greenbrier & Russel
Oracle Knowledge Management
September 7, 2004
Jim Flynn, Greenbrier and Russel Functional CRM and ERP Consultant
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Agenda – Oracle Knowledge Management
® Understanding Knowledge Management ® Oracle Knowledge Management ® Concepts and Terminology ® Screenshot Demo ® Questions and Answers
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Understanding Knowledge Management
® Knowledge is a resource that is extremely difficult to replicate and that provides a unique or proprietary commodity. Methods that promote knowledge creation and distribution are key to the success of organizations.
® Knowledge Management is an emerging business model intended to foster learning and innovation through the creation, presentation, and distribution of knowledge. It’s practice spans both strategic business process and the deployment of technology.
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Operational Knowledge Management
® Operational knowledge management supports the organization’s day-to-day activities and processes
® It provides a mechanism for managing the knowledge required to support more efficient and effective operations
® Oracle Knowledge Management is a tool that provides Operational Knowledge Management to service organizations
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Oracle Knowledge Management
® Component of the Oracle CRM Application Foundation
® Provides a searchable repository of solutions used to diagnose and solve problems, answer questions, or otherwise assist in the service operation
® Allows service users the ability to contribute solutions based on notes recorded during the resolution of a service request
® Usage Scenarios
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Interaction Center Intelligence
Marketing Intelligence
Marketing Online
Advanced Marketing
Online Trade Mgt
Customer Model TCA
Service Intelligence
Universal Work Queue Tasks
Knowledge Management
Resources
Notes
Territories
Calendar
Attachments
Assignment Engine
1-on-1 Fulfillment
Escalation Management Interaction History
Sales Intelligence
iPay Incentive Comp
Mobile Sales
iStore Telesales Sales Online
Partners Online
Mobile Service
Field Service
Spares Mgt
Depot Repair
Product Master Installed Base Pricing Configurator
eMail Center
Telephony Predictive Dialer,
Call Center Connectors
Univ. Work Queue
Intracn. Blending Scripting
iMeeting Collaboration
Wireless (WAP)
Mobile (Laptop,PDA)
Customer Online
Sales Contracts
Rights Contract
s
Service Contract
s
Contracts Intelligence
Project Contracts
eBusiness Foundation
Interaction Channels
Shared Components
CRM
eCommerce
Analytics
Advanced Scheduler
Quality Online
Collections
Daily Business Intelligence
iSupport
Advance Service Online
Teleservice
CRM Footprint
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Integration Points
® Oracle TeleService (Service Request) ® Oracle iSupport ® Oracle Depot Repair ® Oracle Quality Online ® Oracle eMail Center
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Key Concept – Solution Models ® Structure in which a solution is presented
n Implemented as Solution Types
® Seeded Solution Type n Symptom/Cause/Action
® Other Possible Models n Problem/Resolution n Question/Answer n Any other way your organization packages knowledge
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Terminology
® Statement Types ® Solution Categorization ® Solution Scoring ® Solution Authoring ® Solution Distribution
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Screenshot Demo
® Basic Setups ® Setup Solution Authoring Flow ® Create a New Solution ® Publish New Solution ® Search for New Solution ® Create Solution from Service Request
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Knowledge Management Homepage
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Statement Type
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Solution Type
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Associate Statement Type to Solution Type
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Solution Categories
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Solution Authoring Flow
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Solution Creation
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Submit Solution
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Solution Notification
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Solution Editing
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Solution Publishing
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Search for Solutions
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Search Results
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Mapping Statement Types to Note Types
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Create Solution from Service Request
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Statements Mapped from Notes
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Summary § Provides Operational Knowledge
Management for the Service Suite § Used to store, manage, present, and
distribute solutions § Integrated into eBusiness Suite 11i
§ Service Requests § iSupport § Depot Repair § Quality Online § eMail Center
