CRMIT Blogs

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”


1 Comment

Oracle Sales Cloud Partner Relationship Management (PRM) – Configuration considerations

Oracle Sales Cloud Partner Relationship Management (PRM)The Partner Relationship Management (PRM) component of Oracle Sales Cloud focuses on process automation between companies (brand owners) and channel partners. It allows companies to coordinate business planning activities, share information, conduct commerce across the channel. Processes, Objects and Roles are various setup considerations for Sales Cloud PRM. This article shall provide required inputs for a quick out of the box PRM implementation.

Processes:

Following are the processes supported by Sales Cloud PRM
1. Channel Type identification
2. Lead distribution to partners
3. Lead registration by partners
4. Lead > Opportunity > Quote
5. Account & Contact Management

Objects:

PRM uses the same business objects (e.g. Lead, Opportunity, Account, Contact) of CRM for channel sales along with Partner Accounts, Partner Contacts.

ObjectsTowards configuration of these objects, while ‘Application composure’ allows to configure additional fields, page layouts, business rules etc., the page composer tool under ‘Customize User Interface’ option allows configuring saved lists (criteria and columns).

OSC_Navigator Screen

OSC - HomeUnder Application Composer,
-> Partner configuration is handled under ‘Sales’ application area.
-> Partner Contact configuration is handled under ‘Common’ application area through the standard ‘Contact’ object.
-> Lead configuration is handled under ‘Marketing’ application area and called ‘Sales Lead’.
-> Opportunity configuration is handled under ‘Sales’ application area.
-> Account & Contact configuration is handled under ‘Common’ application area.

Roles:
From roles perspective, following are the roles provisioned out of the box

PRM RolesPRM’s role reporting hierarchy on both sides is

Brand Owner’s side:

Brand Owner's Side

Partner’s side:Partner's SideWhile setting up users it is better to define role provisioning rules. This would automatically assign all relevant Job roles based on the resource role selected for the user. OSC - Setup and Maintenance PageOSC - Manage Users

Data Security:

a) For Partner Account records,

1. On Brand Owner’s side:
Sales reps, Sales Managers could view all Partner Account records.
Channel Account Manager can View and Edit partner account records if
–they are on the partner account team
–they are a member/owner of a territory associated to partner account
Channel Sales Manager can View and Edit all partner account records.
Channel Operations Manager can View and Edit all partner account records.

2. On Partner’s side:
Partner Administrator can View and Edit the partner account records (s)he belongs to.
Other partner users would not be able to access partner account record.

b) For Lead records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit lead records if
–they are owner of lead, or they are on the lead team
–they are a member/owner of a territory associated to lead
Note: Channel Account Manager can update owner only if they own a lead
Channel Sales Manager can View lead records if a Channel Account Manager reporting to him/her owns a lead or in the lead team or lead is associated to a territory in his/her territory hierarchy.
Sales representatives and Sales managers’ access are controlled same as Channel Account Managers and Channel Sales Managers accesses respectively.

2. On Partner’s side:
Partner Sales Representative can View and Edit lead records if
–they are owner of a lead, or they are on the lead team
–they are a member/owner of a territory associated to lead
Partner Sales Manager can View Lead records if a Partner Sales Representative reporting to him/her owns a Lead or in the Lead team or Lead is associated to a territory in his/her territory hierarchy.
Partner Administrator can View and Edit all the leads under partner account records (s)he belongs to.

c) For Opportunity records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit opportunity records if
–they are a member of the account team of a partner organization on the opportunity
–they are owner of opportunity, or they are on the opportunity team
–they are a member/owner of a territory associated to opportunity
Channel Sales Manager can View opportunity records if a Channel Account Manager reporting to her owns opportunity or in the opportunity team or opportunity is associated to a territory in his/her territory hierarchy.
Sales representatives and Sales managers’ access are controlled same as Channel Account Managers and Channel Sales Managers accesses respectively.

2. On Partner’s side:
Partner Sales Representative can View and Edit opportunity records if
–they are owner of opportunity, or they are on the opportunity team
Partner Sales Manager can View opportunity records if a Partner Sales Representative reporting to her owns an opportunity or in the opportunity team or opportunity is associated to a territory in his/her territory hierarchy.
Partner Administrator can View and Edit all the opportunities under partner account records (s)he belongs to.

d) For Account records,

1. On Brand Owner’s side:
Channel Account Manager can View and Edit account records if
–they are on the account team
–they are a member/owner of a territory associated to account
Channel Sales Manager can View and Edit account records if Channel Account Manager reporting to him/her has access to account via team or via territory.

2. On Partner’s side:
Partner Sales Representative can View and Edit account records if
–they are on the account team
–they are a member/owner of a territory associated to account
Partner Sales Manager can View and Edit account records if Partner Sales Representative reporting to her has access to account via team or territory.

e) For Contact records,
Partner users can view and create contacts for accounts that they can view
Partner users with Edit or Full access on the account can edit or delete the account’s contacts
Partner users with Read, Edit or Full access on the account can view, edit or delete associated common component transactions which they participated. e.g. appointments and tasks partner users participated

Other PRM setup tasks could be performed through “Define Sales Partners” task under Setup and maintenance.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloudCRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions


Leave a comment

Getting started with Oracle Sales Cloud Security

Oracle Sales Cloud_Security
If you are coming from a very light weight Cloud CRM application (e.g. CRM On Demand) where users could only have a single role and functional privileges, data security authorizations specified in wizard based role console, Oracle Sales Cloud’s security framework could look daunting.

Oracle Sales Cloud security framework has Duty Roles, Abstract Roles, Job Roles, Resource Roles and the setup/administration is done across Authorization Policy Manager (APM), Oracle Identity Manager (OIM).

I would like to approach this in my own way.

a. Roles

For a Sales Cloud Application 3 roles are core

  • Sales Representative
  • Sales Manager
  • Sales Support

b. Modules

The core modules are

  • Account
  • Contact
  • Lead
  • Opportunity
  • Activity

Now, what any of the above roles could do with these modules is defined in “policies”. These policies are of 2 types – Functional Policies and Data Security policies.

These policies are grouped under Duty Roles (also called application roles).

Duty roles could inherit other duty roles. This facilitates to assign multiple roles to a single user.

Sales Representative Duty

Functional Policies under Sales Representative Duty

Data Security Policies under Sales Representative Duty

You could add or remove policies under functional policies section.

You could add or remove policies and add explicit rules and actions for data security policies.

Duty Roles are grouped under Job Roles & Abstract Roles (also called external roles).

Job role typically represents the job a user is hired into e.g. Sales representative job.

Abstract roles typically contain common functionality irrespective of job role e.g. the ‘Employee’ abstract role allows a user to manage personal information etc.

During every implementation it is mandatory that we review functional and data security policies that are assigned to a user through Job roles & abstract roles and add or remove any as required by customer requirements.

For best practices on role customization during implementations, you can refer to a customer connect webinar here

Out of the box, following is the data security setup in Sales Cloud for above roles

Sales Representative:

The seeded Sales Party review duty allows a sales representative to view all accounts and contacts in Sales Cloud application.

Sales Representatives can View and Edit other records if
–they are owner of a record
–they are on the record’s team
–they are a member/owner of a territory associated to the record

Sales Manager:

The seeded Sales Party review duty allows a sales manager to view all accounts and contacts in Sales Cloud application.

Sales managers can View and Edit other records if
–they are owner of a record
–they are on the record’s team
–they are a member/owner of a territory associated to the record

A Sales Manager can also View and Edit records if a Sales Representative reporting to him/her owns a record or in the record’s team or record is associated to a territory in sales representatives’ territory hierarchy.

Sales Support:

Sales Support is a admin role and it allows the users to help sales with their daily activities, perform sales setup/admin tasks and provide access to all sales data in the designated sales region.

At this moment the job role and abstract role administration is handled in OIM (Setup and Maintenance > Manage Job Roles Task) and Duty role administration is handled in APM (Setup and Maintenance > Manage Duty Roles Task).

From release 10, this would become easier as Sales Cloud is coming with a security console to create and manage roles, copy roles and compare roles through a single admin interface. Refer to this customer connect webinar for more information.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloudCRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions


1 Comment

Smart Phones for Smarter CRM

blog M-PESA, a phone based money transfer and micro-financing service is said to have had pro-found impact on Kenyan households to manage their money. In a country where only 1 percent Kenyans has a landline, this smart cell phone based service has changed the life of 70 percent population. As per Bill and Melinda Gates Foundation newsletter, a survey showed that 90 percent said that their money was safe with M-PESA and they were “extremely happy” or “very happy” with this service. M-PESA service is just one of the many examples of how smart phones have improved all our lives.  Continue reading


Leave a comment

Oracle Sales Cloud – Best Practice Data Model for Accounts, Contacts & Activities

blog copyThrough releases 8 and 9, Oracle Sales Cloud started to standardize its data model around Accounts, Contacts and Activities.

Accounts
Previously “Customers” object included both organizations and individuals to whom we sold. Organizations were called Customers and Individuals were called Consumers. But from R8, Organizations and Individuals are separated and are now called Accounts and Contacts respectively.

Previously Customers had to be designated as Sales Accounts for association with opportunities. Now this condition is removed and Accounts could be either ‘Customers’ or ‘Prospects’.

In Application Composer, the account related object “Trading Community Organization Profile” is now called “Account”.

1

Contacts
Contacts now include people related to accounts and people to whom we sell directly.

This change allows to create, search, and manage contacts to whom you sell directly and business contacts in one place.

In Application Composer, the Contact related object “Trading Community Person Profile” is now called “Contact” and “Trading Community Customer Contact Profile” is now called “Customer Contact Profile”.

3

With these changes the confusion around selecting the correct object for setting up fields, pages and rules for Accounts and Contacts is removed.

Activities
From release 9, Appointments, Tasks, and Interactions are now stored in one activities object. The single activities object offers full support for configuration and customization, reporting and security.

This enhancement allows to see all activities in one place and quickly add appointments, create tasks and log calls related to accounts, contacts, and opportunities.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloud
CRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

CRMIT Solutions deliver a Fixed Scope Implementation offering for Oracle Sales Cloud to fast track sales productivity. Fixed Scope Offering leverages Oracle best practices and agile approach for fast track implementation of Oracle Sales Cloud – Go Live in less than 4 weeks. It drives sales productivity through higher win rates, forecast accuracy, and lead conversion.

Testimony to Customer Excellence

Inputs
C.A.Mohammed
Consulting – CX/CRM Industry Solutions
CRMIT Solutions