Oracle CRM - Elementary

Oracle CRM (Customer Relationship Management) is mainly divided into:

• Oracle Marketing - Trade Management, Marketing Intelligence etc
• Oracle Sales - Oracle Telesales, iStore etc
• Oracle Service - Field Service, Service Contracts, Depot Repair etc

Oracle Field Service - An Overview

Oracle Field Service (formerly Service Online) automates the process of dispatching field technicians to service calls in remote locations by:

• Providing a centralized view and point of control for monitoring Field Service activities to increase productivity and reduce costs.

• Ensuring adequate staffing and on-time arrival of field service personnel for improved customer satisfaction.

• Diagnose symptoms and potential resolution for service calls before dispatching field service resources to prevent unnecessary service calls.

FS has 3 main components >>

1. Dispatch Center (DC)
2. Administrator Portal (FSAP)
3. Technician Portal (FSTP)

Dispatch to Debrief process:

Part of 'Service Request to Resolution Process'.

Receive SR >> Create FS Task >> Schedule FS Task >> Commit FS Task >> Execute FS Task >> Debrief FS Task >> Close Task & SR

Debriefing involves updating:

• Time used
• Parts used and recovered
• Expenses incurred
• Counter readings
• Resolution documentation

Oracle Install Base

Oracle Install Base (IB) is an item instance life cycle tracking application.

Mark item as Install Base Trackable in Oracle Inventory and when item instance is created, it's created in IB (CSI_ITEM_INSTANCES) and further changes traced (CSI_TRANSACTIONS, CSI_ITEM_INSTANCES_H). Traced from the time it's received in inventory.

Usually serialized items, When a trackable item is defined in Oracle Inventory as non-serialized, it is typically for smaller objects (can be tracked only as a group) whose real-world instances do not require individual tracking e.g. screw.

Items can be serialized at receipt or at sales order issue.

Oracle Install Base interacts with: 

• Oracle PO (PO receipt --> Update Inv Data --> IB created or changed), 
• Oracle WIP (Issue components --> Complete work order --> Update Inv Data --> IB created or changed),
• Oracle OM (),

To find the Installation Details for a Sales Order number:

select ctld.*

from csi_t_transaction_lines ctl,

csi_t_txn_line_details ctld

where ctl.transaction_line_id = ctld.transaction_line_id (+)

and ctl.source_transaction_id in

(select line_id from oe_order_lines_all where header_id=

(select header_id from oe_order_headers_all

where order_number = ))