R12 Oracle Common Application Components Fundamentals

This R12 Oracle Common Application Components Fundamentals training is designed for functional implementers of Oracle applications that use one or more of the common application components: Resource Manager, Territory Manager, Calendar, Tasks, Notes, Assignment Manager, Escalation Manager, Business Rules Monitor, Interaction History and One-to-One Fulfillment. Along with implementation tasks and details, expert Oracle University instructors will help you explore the functionality of these component modules and how they inter-relate with one another and other Oracle application modules.

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Course Objective

Describe how resources are defined, used, and assigned in Oracle applications
Create various types of territory, and allocate resources to the territories
Define calendars and associate work shifts and resources to calendars
Define and manage tasks
Understand how assignments are managed
Describe how escalations can be created manually or automatically
Explain how interactions with customers are logged and can be customized
Create and manage notes
Understand how fulfillment requests are created and monitored
Understand how the common components serve as foundation objects for Oracle applications

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Target Audience

Administrator
Implementer

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1. Introduction to Oracle Common Application Components

· List of the Common Application Components

· Which Oracle Modules Contain the Common Application Components

· Brief Overview of Each Common Application Component

2. Resources

· General and Application Specific Resource Details

· Roles and Role Types

· Mapping Job Types to Roles

· Defining Resource Groups and Group Hierarchies

· Defining Dynamic Groups

· Defining Teams

· Defining Skill Levels

· Associating Resources with Users

3. Territories

· Territories as Units to Group Resources for Functions

· Application Modules That Use Territories

· Territory Types for Different Applications

· Territory Attributes and Attribute Conditions

· Territory Resources and Resource Access Types

· Territory Rules Concurrent Program

4. Calendar

· Using Calendar for Appointments

· Defining Calendars

· Assigning Shifts to Calendars

· Assigning Resources to Calendars

5. Tasks

· Task Management Business Flow

· Task Resources and Time Dependencies

· Creating Standalone and Contextual Tasks

· Creating and Using Task Template Groups

· Defining Task Types and Priorities

· Defining Task Statuses and Task Status Transitions

· Overview of Task Security

6. Notes

· Notes as Supplementary Information for Objects

· Regular and Large Notes

· Creating Notes and Adding Attachments to Notes

· Creating Note Types

· Notes Data Security

7. Assignment Manager

· Assigning Ownership to Tasks and Documents

· Assigning Resources to Tasks and Documents

· Viewing Assigned Resource in Chart and Table Form

· Unassisted and Assisted Assignments

· Automatic and Assisted Assignment Process Steps

8. Escalation Manager

· Proactive and Reactive Escalations

· Manually Creating Escalation Documents

· Assigning Resources and Contacts to Escalations

· Closing and Re-Opening Escalations

· Defining Escalation Statuses, Levels, and Reason Codes

9. Business Rules Monitor

· Defining Business Rules for Automatic Detection of Specific Conditions

· Defining the Objects to Be Generated When Conditions Detected

· Starting the Required Workflow Processes

· Starting the Business Rule Monitor Process

· Accessing the Generated Notifications

10. Interaction History

· Logging Interactions and Activities with Customers

· Viewing and Filtering Interaction History Data

· Defining Outcomes, Results, Reasons, and Wrap Ups

11. One-to-One Fulfillment

· Automatic Process for Sending Information to Customers

· Overview of Marketing Use of Fulfillment Requests

· Defining Fulfillment Servers

· Creating Agent Groups

· Creating Content Types and Cover Letters

· Starting Fulfillment Servers

· Viewing Fulfillment Request History

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R12 Oracle Common Application Components Fundamentals

R12 Oracle Common Application Components Fundamentals

Uplatz

IT Training

IT Training

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