Business Intelligence (BI)

Oracle Business Intelligence (BI) Application extracts, transfers and load Oracle Systems (Sales, Service, Marketing, OM etc) data to a pre-mapped data warehouse schema.

From that, we are able to interact with that data through dashboards, reports, ad hoc analysis, proactive detection and alerts, disconnected analysis, MS Office Plug-in or some of the other Web Services.

Key components:

1. Prebuilt data warehouse with conforming dimensions
2. Prebuilt extract, transform, and load (ETL) to extract data from Oracle and non-Oracle sources
3. Premapped metadata embedding best practices form metrics and KPIs
4. Best practice library of dashboard and reports

Deployment Options:

1. Stand alone dashboards
2. Portal integration
3. Embedded directly in Oracle EBS

Action links allow you to drill from an analytical report directly to the transnational detail.

Oracle Spares Management

Oracle Spares Management is tightly integrated with Oracle Field Service and provide for efficient spares sourcing, ordering, receiving, tracking, debriefing and costing/billing.

Key features / functionality:

• Warehouse Replenishment Planning (WRP) Planner Order Release Automation
•  New HTML Parts Search and Orderning UI to search for spare parts by distance from customer site or technician location

Oracle Service Request - An Overview

First step of CRM Service suite is creation of Service Request.

A service request (SR) can be created in multiple ways - one way from Field Service:

Field Service Dispatcher:Service Request:Service Requests:Create Service Requests

Technically, it's the Incident_Number in CS_INCIDENTS_ALL_B

In R12, a SR can be purged via 'Service Request Data Purge' concurrent program.

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 = ))

Oracle Service Contracts - An Overview

Oracle Service Contracts (Service Agreements) are contracts that are usually sold to customers to support, repair and/or maintain some product or service that the customer owns.

Service Contracts provides inputs to modules like Tele Services, Field Services, Depot Repair, iSupport. 

Oracle CRM Service - Elementary

In Oracle CRM modules, apart from creating username it's important you create them as Resource and assign a role.

Step1. Create a new employee

(R) HRMS Manager
(N) People --> Enter and Maintain

Step 2. Create applications username

(R) System Administrator
(N) Security --> User --> Define

Step 3. Import Resource into CRM

(R) Manager
(N) Setup --> CRM Foundation --> Resource Manager --> Maintain Resources --> Import Resources

Step 4. Assign required role(s) to the resource

Navigation same as Step 3 and go to tab 'Roles'.

--------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------
The CRM 'Service Suite' components:

• TeleService module
• Depot Repair module
• iSupport module
• eMail Center module
• Preventive Maintenance module - uses CMRO (Complex Maintenance, Repair and Overhaul) to create SR and tasks. 
• Service Contracts module
• Install Base module
• Knowledge Management
• Common Application Components like Territory Manager, Task Manger, Resource Manager.

--------------------------------------------------------------------------------------------------------------------------

--------------------------------------------------------------------------------------------------------------------------

Process Flows:

Service Request to Resolution

There are three components to this flow:

1. Service Call Intake (SR created via TeleService, iSupport, eMail Center)
2. Execution Channel
3. Service Execution

The Execution Channel has three alternatives:

• Technical Support
• Field Service
• Depot Repair

--------------------------------------------------------------------------------------------------------------------------

--------------------------------------------------------------------------------------------------------------------------

Issue: User Maintenance link under CRM HTML Administration throws message, "You don't have sufficient privileges to view this page."
Sol: Login with SYSADMIN account and assign JTF_SYSTEM_ADMIN_ROLE to your id.

Issue: When creating a new Service Request (SR), it throws error message, "The user-to-resource link has not be setup correctly."
Sol: Either the user is not yet defined as resource or User Name is not defined (or re-define) in the Resource Details screen (under Maintain Resources)