Oracle CRM Service Interview Questions - Part II

You can see few more questions on Install Base and Field Service here. Recently, I faced these questions during interview. 

What are the transaction types in Install Base?

OM_SHIPMENT, RMA_RECEIPT, FIELD_SERVICE, ORDER_CAPTURE, INTERNAL_SALES_ORDER, ISO_ISSUE, etc.

Why do you want to define Install Base Transaction Types and sub-types?

Transaction types and subtypes are used to specify the kinds of transactions that the interface program can use. The main purpose of the Source Transactions Subtypes window is to specify what kind of update can be done to an Oracle Install Base instance when transactions come from other applications.

What are item attribute setups for service item?

Service Request Enabled, Install Base Trackable, Debrief and Charges, Service Contract Coverage

When an Instance is created in Oracle Install Base?

When the item is received in Inventory

Whether Oracle Install Base can track both Serialized and Non-Serialized Items?

Yes

Whether you can relate an item instance to multiple parties in install base?

Yes. The item instance may have been sold to Party A, Owned by Party B and it can be shipped to Party C.

At which point, the install base supports Parent - Child Bill of Material structure?

At the Point of Sales Order Shipment

What happens when the debrief is submitted?

CSF_DEBRIEF_Lines  Concurrent is run and the Inventory is updated

How Install Base is updated on Inventory Receipt?

Thru Service Fullfillment Manager (SFM)

Oracle 11i Install Base Interview Questions

Explain about Oracle Install Base

Oracle Install Base is an item instance life cycle tracking application. It tracks an item from the time it is received in the inventory (INV), in work in process (WIP), in projects, in customer sites, and throughout the return and repair process.

It is a centralized repository for an item instance and it’s tracking details including location, status, ownership, party relationships, account relationship, etc. Also, it provides detailed information from contracts, service requests, and repair orders initiated for an item instance and counters associated with the item instance.

Oracle Install Base is capable of tracking serialized and non-serialized item instances including tangible (manufactured, purchased, shipped) and intangible (Software, license, agreement, service) items.

What is a System?

A System is a construct that item owners can define to group their items.

Eg: PCs in a particular department can be grouped under a system.

What is the background process that updates the transaction from CRM, OM and Inventory modules?

Oracle Install Base uses SFM (Service Fulfillment Manager) event queue for communicating transactional updates from Oracle Service, Inventory and Order Management.

When does oracle install base instance gets created?

Once the item is received into the inventory (thru PO Receipt, Miscellaneous Receipt, WIP assembly completion, etc)

What happens to the instance during Inventory transfer?

For serialized item, the location of the item instance is updated to reflect the new location.

For Non-Serialized item, the quantity of the From Location is subtracted and quantity of To Location is increased.

If the item is issued to WIP job, location of the item reflects the WIP job number.

What are the APIs in Oracle Install Base?

CSI_ITEM_INSTANCE_PUB

Create_Item_instance

Update_Item_Instance

Expire_Item_Instance

Get_Item_Instance

Get_Item_Instance_Details

Copy_Item_Instance

CSI_INSTANCE_RELATIONSHIP_PUB

Create_Relationship

Update_Relationship

Expire_Relationship

Get_Relationships

CSI_SYSTEMS_PUB

Create_System

Update_System

Expire_System

Get_Systems

What happens to the item instance during sales order shipment?

For a serialized item already in inventory, shipping causes a change of location and ownership for already existing instance.

For an item serialized at order issue, the first time shipment transaction causes the creation of new instance with the serial number.

For Non-serialized item, the quantity is subtracted from the instance at the inventory location and a new instance is created with the customer ownership and location.

What are the three mandatory inventory setups for an item that needs to be tracked in install base?

Synchronize on-hand quantity with Oracle Inventory

Setup Inventory serial control at Master Level

Setup Oracle Install Base Items in the Item Master i.e. Track in install base to be checked in Service tab

When the tracking starts for the intangible items in Oracle Install base?

As intangible items has no direct interaction with inventory, the tracking commences with sales order fulfillment. Workflow and Order Transaction Types need to be modified for the intangible (non-shippable) items.

How many seeded item instance statuses are there in Oracle Install Base?

There are 16 seeded statuses. They are

Created, Expired, Latest, Loaner, Repaired, Replaced, Replaced – No Return, Replacement, Return for Replacement, Returned for Credit, Returned for Repair, Returned for Upgrade, Returned Loaner, Spare Part, Updated, Upgraded.

What is the purpose of Install Base Source Transaction Types and Subtypes?

Transaction types and subtypes are used to specify the kinds of transactions that the interface program can use.

The main purpose of the Source Transactions Subtypes window is to specify what kind of update can be done to an Oracle Install Base instance when transactions come from other applications.

Can you create Item Instance manually?

Yes

Is it possible to change the serial number after creating and saving an item instance?

No

What is the concurrent program you run to correct and reprocess the failed transaction to update item instance?

Install Base Error Correction and Synchronization Program

Reference: Oracle Install Base API Reference Guide, Release 11i, October 2001 and Oracle Install Base Implementation and User Guide, Release 11i