What are the components of CRM Foundation or Oracle Common Application Components?
Components include Task Manager, Resource Manager, Notes, Escalation Manager, Territory Manager, One to One Fulfillment, Business Rule Monitor, Interaction History, Calendar and Assignment Manager.
What is a knowledge base and what purpose does it serve for a service organization and its customers?
The knowledge base is a repository of seeded data used by a service organization’s employees and customers to diagnose and solve problems.
Describe how Resource Manager is used by a service organization
The CRM Resource Manager can be used as a stand-alone module by a service organization to set up resource roles for each of its service employees and nonemployees. The CRM Resource Manager also permits a user to import resources from other applications, such as the Oracle HRMS module.
What purpose does the installed base serve to a service provider, and how are installed base records updated?
It is the main repository of all of the service organization’s customers, installed products, and service contracts. Installed Base records are created for each product that is sold, shipped, and maintained by the service provider. It provides a snapshot of the product’s configuration each time that it has undergone a maintenance or overhaul procedure. Contract information is also stored in the installed base.
What are the three most important things recorded in the installed base?
The three most important things are: customers, installed products, and service contracts.
What are service counters and how are they used by a service provider?
Service counters are provided in the CRM Foundation, and they can be set up to trigger a service contract or warranty expiration date, automatically schedule a preventive maintenance service call, or automatically schedule a billing cycle, just to name a few examples.
What are profile options and how are they used in the setup?
Profile options are default values that are setup during installation and used to customize software’s integration points and behavior characteristics.
Profile options can be set at Site, Application, Responsibility and User Levels.
What are concurrent programs and how are they used?
A concurrent program is an executable file that runs simultaneously with other concurrent programs and with online operations, fully utilizing the hardware’s capacity. Typically, a concurrent program performs a long-running, data-intensive task, such as posting a journal, processing a batch, or generating a report.
