Oracle CRM Foundation Components

Resource Manager is a single repository for defining business resources: people, equipment, venues, etc. Once an entity is defined as a resource, it becomes visible to the entire CRM Suite.

Territory Manager is used to automatically assign transactions like opportunities, leads and service requests to sales, service and collection teams. However, as opposed to being one-dimensional and basing transaction assignments on a single attribute like postal code, area code, country or product expertise, Oracle’s Territory Manager component can assign transactions according to multiple criteria.

Calendar serves two main purposes, to define resource availability and to advance productivity at an individual, group, or organization level.

Task Manager provides a single model for all tasks processed by the CRM suite. Tasks are created and assigned to groups or individuals, they may be recurring, associated to other business objects, or they may have dependencies defined. For instance, a sales methodology may be created that consists of a predefined set of tasks which need to be completed subsequently.

Assignment Manager is integrated with the resource availability calendar to weigh resource availability and skill sets to determine the assignment of resources to tasks and of tasks to individuals or groups of people. Assignment manager can be set to function automatically or it can be used manually to suggest possible assignments. It can also be used in conjunction with the Scheduler application to choose resources based on optimizing costs for that resource.

Interaction History provides a framework for capturing all interaction data associated with customer contacts, whether automatic or involving an agent. For example, when a customer visits an iStore, an interaction is logged in the repository. Then later, when that customer calls in to the call center, the call center agent can see that the prior interaction had occurred.

Notes facilitate creation, search, maintenance and sharing of notes related to customers, opportunities, campaigns, service requests, etc. Notes, when used in conjunction with Interaction History, can help provide a true 360-degree view of the customer. Notes are one of the places that best exemplifies the common look and feel provided by the Foundation components

1-to-1 Fulfillment engine supports both high-volume and one-off document fulfillment in electronic formats like email and fax. For example, the marketing and sales applications use 1-to-1 Fulfillment for email campaigns as well as to fulfill individual collateral requests.

Escalation Manager allows you to proactively and reactively respond to potential problem situations. With workflow capabilities that allow you to create business rules, monitor the completion of tasks, and escalate issues automatically when the business rules are violated, you can proactively stay on top of your game. By defining escalation territories, you have predefined resources responsible for handling reactive escalations that may occur.