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Oracle CRM On Demand for Partner Relationship Management ... Document Transcript

  • 1. CRM On Demand Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A March 2010
  • 2. Copyright © 2005, 2010 Oracle and/or its affiliates. All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error- free. If you find any errors, report them to us in writing. If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS. Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are “commercial computer software” or “commercial technical data” pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR 52.227-19, Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065. This software is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications which may create a risk of personal injury. If you use this software in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy and other measures to ensure the safe use of this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software in dangerous applications. The Programs may provide links to Web sites and access to content, products, and services from third parties. Oracle is not responsible for the availability of, or any content provided on, third-party Web sites. You bear all risks associated with the use of such content. If you choose to purchase any products or services from a third party, the relationship is directly between you and the third party. Oracle is not responsible for: (a) the quality of third-party products or services; or (b) fulfilling any of the terms of the agreement with the third party, including delivery of products or services and warranty obligations related to purchased products or services. Oracle is not responsible for any loss or damage of any sort that you may incur from dealing with any third party.
  • 3. Contents Oracle CRM On Demand for Partner Relationship Management Configuration Guide 1 Chapter 1: What’s New in This Release Chapter 2: Overview About Partner Relationship Management 9 About This Guide 9 Chapter 3: Getting Started Provisioning Oracle CRM On Demand for Partner Relationship Management 11 Chapter 4: Configuring Oracle CRM On Demand for Partner Relationship Management Upgrading From Previous Releases 13 Upgrading PRM Partner Records 13 Manually Migrating Fund Requests 15 Migrating Registration Information from Opportunity to Deal Registration 17 About Configuring Oracle CRM On Demand for Partner Relationship Management 18 Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management 19 Setting Up Page Layouts 19 Page Layout Configurations for the Channel Manager Role 22 Page Layouts for the Channel Manager Role 22 Page Sections for the Channel Manager Role Page Layouts 23 Field Layouts for the Channel Manager Role Page Layouts 26 Related Information Sections for the Channel Manager Role Page Layouts 34 Page Layout Configurations for the Partner Sales Rep Role 36 Page Layouts for the Partner Sales Rep Role 36 Page Sections for the Partner Sales Rep Role Page Layouts 37 Field Layouts for the Partner Sales Rep Role Page Layouts 38 Related Information Sections for the Partner Sales Rep Role Page Layouts 44 Setting Up Access Profiles for Partner Roles 46 Access Profile Settings for the Channel Manager Role 47 Access Profiles for the Channel Manager Role 47 Oracle CRM On Demand for Partner Relationship Management 3 Configuration Guide Release 17 Rev. A
  • 4. Contents ■ Access Levels for the Channel Manager Role 47 Access Profile Settings for the Partner Sales Rep Role 47 Access Profiles for the Partner Sales Rep Role 48 Access Levels for the Partner Sales Rep Role 48 Creating Partner Roles 53 Role Settings for the Channel Manager Role 55 Record Type Access for the Channel Manager Role 55 Privileges for the Channel Manager Role 55 Tab Access and Order for the Channel Manager Role 56 Page Layout Assignment for the Channel Manager Role 57 Role Settings for the Partner Sales Rep Role 57 Record Type Access for the Partner Sales Rep Role 58 Privileges for the Partner Sales Rep Role 59 Tab Access and Order for the Partner Sales Rep Role 60 Page Layout Assignment for the Partner Sales Rep Role 60 Privileges for the Partner Administrator Role 61 Adding Partner Users 61 Process of Configuring Books and Workflow Rules for PRM 62 About Using Books and Workflow Rules for PRM 62 Creating the Partner Organization Book Type 67 Configuring Workflow Rule Actions for Partner Account Synchronization 67 Viewing Workflow Results 72 Chapter 5: Managing Partner Relationships About Partner Account and Profiling Management 76 Guidelines for Working With Partner Accounts 76 About Book Management 77 Example of Creating Partner Accounts 78 About Partner Program Management 80 Defining a Partner Program (Channel Manager) 80 About Lead Management 81 Example of Managing Leads 81 About Managing Deal Registration 82 Example of Managing Deal Registration 84 Deal Registration in Prior Releases 87 The Deal Registration Process 88 4 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 5. Contents ■ About Fund Management 89 Example of Managing Funds (Channel Managers) 89 About Fund Request Management 90 Example of Managing Fund Requests (Partner Users) 90 About Fund Request Claims Management 91 Example of Managing Fund Request Claims 91 About MDF Request Management 92 Example of Managing MDF Requests (Partner Users) 93 About MDF Claims Management 93 Example of Managing MDF Claims 94 About Special Pricing Request Management 95 Example of Managing Special Pricing Requests (Partner Users) 95 About Special Pricing Claims Management 96 Example of Managing Special Pricing Claims 96 About Applications 97 Example of Managing Applications (Channel Manager) 98 About Partner Content Management 98 Example of Managing Partner Content 99 Index Oracle CRM On Demand for Partner Relationship Management 5 Configuration Guide Release 17 Rev. A
  • 6. Contents ■ 6 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 7. 1 What’s New in This Release What’s New in Oracle CRM On Demand for Partner Relationship Management Configuration Guide, Release 17 Rev. A Table 2 lists changes described in this version of the documentation to support Oracle CRM On Demand for Partner Relationship Management. Table 1. Changes in Oracle CRM On Demand for Partner Relationship Management Configuration Guide, Release 17 Rev. A Topic Description Upgrading PRM Partner Records Updated steps for upgrading PRM partner records. Table 2. New Product Features in Oracle CRM On Demand for Partner Relationship Management Configuration Guide, Release 17 Topic Description Provisioning Oracle CRM On Added the following record types to the list: Demand for Partner Relationship ■ Deal Registration Management ■ Deal Registration Product Revenue ■ MDF Request ■ Special Pricing Request ■ Special Pricing Product ■ Price List ■ Price List Line Item Upgrading From Previous Releases Added information on upgrading partner records, migrating fund requests, and migrating registration information from opportunity to deal registration. Oracle CRM On Demand for Partner Relationship Management 7 Configuration Guide Release 17 Rev. A
  • 8. What’s New in This Release ■ Table 2. New Product Features in Oracle CRM On Demand for Partner Relationship Management Configuration Guide, Release 17 Topic Description Multiple Added new record types to many of the field, page, and tab layout tables. Managing Partner Relationships Added the following processes: ■ About Managing Deal Registration ■ Example of Managing Deal Registration ■ Deal Registration in Prior Releases ■ The Deal Registration Process ■ About MDF Request Management ■ Example of Managing MDF Requests (Partner Users) ■ About MDF Claims Management ■ Example of Managing MDF Claims ■ About Special Pricing Request Management ■ Example of Managing Special Pricing Requests (Partner Users) ■ About Special Pricing Claims Management ■ Example of Managing Special Pricing Claims ■ About Applications ■ Example of Managing Applications (Channel Manager) 8 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 9. 2 Overview This chapter provides an overview of Oracle CRM On Demand for Partner Relationship Management. It includes the following topics: ■ About Partner Relationship Management on page 9 ■ About This Guide on page 9 About Partner Relationship Management A partner, partner channel or partner organization is an external company or a person at a company that sells or services products belonging to the brand owner. Oracle CRM On Demand for Partner Relationship Management supports brand owners in managing their partner relationships, by improving the brand owners’ ability to manage partners, programs, leads, opportunities, funds, fund requests, and collateral. Using Oracle CRM On Demand for Partner Relationship Management, you can manage the following: ■ Partner accounts and profiling ■ Partner programs ■ Leads ■ Opportunities ■ Deal registrations ■ Content (solutions) ■ Market development fund requests ■ Special pricing authorizations and requests ■ Partner self administration About This Guide This guide describes how to configure Oracle CRM On Demand for Partner Relationship Management and provides details of suggested page layouts and roles that you can set up to support partner relationship management (PRM). Your company’s requirements might differ from the settings suggested in this guide. This guide also provides examples of tasks and processes that are typically performed by end-users in Oracle CRM On Demand for Partner Relationship Management. Your company can customize the tasks and processes to support your business requirements. For more information about administering and using Oracle CRM On Demand, see Oracle CRM On Demand Online Help. Oracle CRM On Demand for Partner Relationship Management 9 Configuration Guide Release 17 Rev. A
  • 10. Overview ■ About This Guide 10 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 11. 3 Getting Started This chapter describes the initial tasks that must be completed before you begin to configure Oracle CRM On Demand for Partner Relationship Management. It includes the following topic: ■ Provisioning Oracle CRM On Demand for Partner Relationship Management Provisioning Oracle CRM On Demand for Partner Relationship Management If your company plans to use Oracle CRM On Demand for Partner Relationship Management, your first task is to contact Customer Care and ask them to set up your company to use Oracle CRM On Demand for Partner Relationship Management. The initial setup process, which is referred to as provisioning, exposes Web pages, record types, features, and fields which can differ from the standard application, but are relevant to your business. When Customer Care provisions Oracle CRM On Demand for Partner Relationship Management for your company, they add the following record types to your application: ■ Deal Registration ■ Deal Registration Product Revenue ■ Partner ■ Program ■ Fund ■ Fund Request ■ MDF Request ■ Special Pricing Request ■ Special Pricing Product ■ Price List ■ Price List Line Item Customer Care also creates the PRM Administrator access profiles and the PRM Administrator role, and assigns this role to your company administrator. This role gives company administrators the privileges and access options that they need to configure the application, create other roles, and grant the same privileges and access options to other roles, as required. These configuration tasks are described in Configuring Oracle CRM On Demand for Partner Relationship Management on page 13 Customer Care can also set up other features in your application, including the following: ■ Custom objects and company branding ■ How your company accesses Oracle CRM On Demand Oracle CRM On Demand for Partner Relationship Management 11 Configuration Guide Release 17 Rev. A
  • 12. Getting Started ■ Provisioning Oracle CRM On Demand for Partner Relationship Management ■ How your company manages large volumes of data 12 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 13. 4 Configuring Oracle CRM On Demand for Partner Relationship Management This chapter describes how to configure Oracle CRM On Demand for Partner Relationship Management (PRM). It includes the following topics: ■ Upgrading From Previous Releases on page 13 ■ Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19 ■ Setting Up Page Layouts on page 19 ■ Page Layout Configurations for the Channel Manager Role on page 22 ■ Page Layout Configurations for the Partner Sales Rep Role on page 36 ■ Setting Up Access Profiles for Partner Roles on page 46 ■ Access Profile Settings for the Channel Manager Role on page 47 ■ Access Profile Settings for the Partner Sales Rep Role on page 47 ■ Creating Partner Roles on page 53 ■ Role Settings for the Channel Manager Role on page 55 ■ Role Settings for the Partner Sales Rep Role on page 57 ■ Adding Partner Users on page 61 ■ Process of Configuring Books and Workflow Rules for PRM on page 62 Upgrading From Previous Releases When upgrading from previous releases to Release 17, there are several tasks you should perform. They include: ■ Upgrading PRM Partner Records on page 13 ■ Manually Migrating Fund Requests on page 15 ■ Migrating Registration Information from Opportunity to Deal Registration on page 17 Upgrading PRM Partner Records When upgrading from previous releases to Release 17, customers who have implemented PRM will need to manually upgrade their PRM Partner Records. This process should be done for all PRM Partner Records. Oracle CRM On Demand for Partner Relationship Management 13 Configuration Guide Release 17 Rev. A
  • 14. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Upgrading From Previous Releases 1 Validate that all Partners currently in use in the system have their Partner Organization Status set to Active. For any Partner that doesn’t, set Partner Organization Status = Active. 2 Add a custom field of type check box, called PreUpgradeActive, to the Partner object and expose it in the layout used by the user executing the following steps. 3 Query all PRM Partners in a list from the Accounts tab (Account Type=Partner). 4 Export this list, with only the following fields: Account Name, Location, Owner. 5 Mass update the list and set Managed Partner Flag=Y for all the Partners. 6 In the CSV that was exported in Step 4, change the value of Owner Alias to the value of the User Sign In ID for the same User (it is possible that the two values may be equal, but if not, it must be ensured that the value is that of the User Sign In ID). Import the CSV as Partner records (in the Import drop-down chose Partner). Details of the Import mapping and options to be selected are given in Table 3. Table 3. Import Mapping Details Account Field to be In the Third Step of the Import Corresponding Partner Exported Tool, the Fields appear as Fields to be Mapped Account Name Account Name Partner Name Location Location Location Owner (change to value of Owner Alias Owner same user’s User Sign In ID) In the first step of the import tool you must select the option values shown in Table 4: Table 4. Option Values to Select When using the Import Tool Option Value to Select Select the method Import should use to uniquely identify matching On Demand Predefined records. You can use either the External Unique ID or On Demand Row Fields ID or the following On Demand predefined fields: Partner Name, Location If the unique record identifier of the record being imported matches a Overwrite Existing record already in On Demand: Records If the unique record identifier of the record being imported does not Create New Record match a record already in On Demand: The import process may encounter field values that do not match the Don't Import Field picklist values for fields in Oracle CRM On Demand. Please decide how Value to resolve these conflicts: 7 Go to the Partners tab and get a list of all active Partners (Partner Organization Status = Active). 8 Mass update the list and set PreUpgradeActive=Y. 14 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 15. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Upgrading From Previous Releases 9 Go to the Partners tab and get a list of all Partners where PreUpgradeActive=Y. Mass update the list and set the value for the Partner Organization Status field to Inactive. 10 Go to the Partners tab and get a list of all Partners where PreUpgradeActive=Y. Mass update the list and set the value for the Partner Organization Status field to Active. Step 8 and Step 9 allow the books that are automatically created in Release 17 to support the Partner Relationships to be created. For more information on this functionality, see the Partners section in Oracle CRM On Demand Online Help. 11 For each Partner in the list, verify that a book called <Company Identifier> <Partner Name> (for example, if Company Identifier=1QA2-ONQWR Partner Name=Partner1 the book name would be 1QA2-ONQWR Partner1) is added to each Partner Record. 12 For each Partner in the list, go to a list of Users with Partner Organization=<Partner Name>. You can export the list and use it to add each of these users as members to the book mentioned in the previous step, through the quick add applet for adding Book Members on the Book Administration screen. This is required to ensure that all these Users can see their own Partner as well as all Partners related to their own Partner, in places where they use Partner lists (for example, fields for configuring Multi-tiered Partnerships for Opportunities). Manually Migrating Fund Requests Two new record types are introduced in Release 17: Special Pricing Requests and MDF Requests. These two record types can replace the existing Fund Requests (type SPA or MDF). If you have been using Fund Request before Release 17, you have the option after the upgrade to either continue using them or migrate manually to the newly introduced Special Pricing Requests and MDF Requests. The manual migration can take place either directly after the upgrade or at a later time, depending on your needs. After the migration is performed, you must not use Fund Requests in parallel with Special Pricing Requests and MDF Requests, because this will be problematic. You will be able to access existing Fund Request records through the new record types. The manual migration to the new record types will involve a number of steps using the Oracle CRM On Demand for Partner Relationship Management user interface and the batch update capabilities (no script is being provided). Before the migration, all of the Fund Requests that will be included in this process should have Type defined (SPA or MDF). The detailed steps are described in the following steps: 1 Define Principal Partner Account for each migrated record (for example as the Partner Organization of record owner, and so on). 2 Migrate Fund Request Status field to the Special Pricing and MDF Request Submission Status, Approval Status, and Claim Status fields as described in Table 5: Oracle CRM On Demand for Partner Relationship Management 15 Configuration Guide Release 17 Rev. A
  • 16. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Upgrading From Previous Releases Table 5. Status Mapping for Migrating Fund Requests to Special Pricing and MDF Requests Fund Request Field Special Pricing or MDF Request Field Status Submission Status Approval Status Claim Status In Process Not Submitted Blank Blank Pre-Approval Submitted (set Submission Pending Approval Blank Submitted Status to Not Submitted, (this status is set save record and then set it automatically after to Submitted) updating the Submission Status) Pre-Approval Submitted (set Submission Rejected (set Blank Denied Status to Not Submitted, Submission Status, save record and then set it save record and then to Submitted) update Approval Status) Pre-Approved Submitted (set Submission Approved (set In Progress Status to Not Submitted, Submission Status, save record and then set it save record and then to Submitted) update Approval Status) Claim Submitted Submitted (set Submission Approved (set Claim Submitted Status to Not Submitted, Submission Status, save record and then set it save record and then to Submitted) update Approval Status) Claim Denied Submitted (set Submission Approved (set Claim Denied Status to Not Submitted, Submission Status, save record and then set it save record and then to Submitted) update Approval Status) Claim Approved Submitted (set Submission Approved (set Claim Approved Status to Not Submitted, Submission Status, save record and then set it save record and then to Submitted) update Approval Status) NOTE: Accurate migration of status fields is critical, as these fields drive the logic for the Fund rollups. 3 Removed Fund Requests from User Roles, Access Profiles, Related Item lists, and so on. Replace them with the Special Pricing or MDF Requests accordingly. 16 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 17. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Upgrading From Previous Releases After the manual migration, the Special Pricing and MDF Request fields should map to the corresponding Fund Request fields (depending on the Type of Fund Request) as follows: Table 6. Field Mapping for Migrating Fund Requests to Special Pricing and MDF Requests Fund Request Field Special Pricing Request Fields MDF Request Fields Pre-Approval Req. Total Amount Requested Amount Requested Granted Total Amount Authorized Amount PreApproved Claim Req. Total Claim Amount Req. Total Claim Amount Requested Approved Total Claim Amount Approved Total Claim Amount Approved Pre-Approval Date N/A Pre-Approval Date Migrating Registration Information from Opportunity to Deal Registration In previous releases, Oracle CRM On Demand for Partner Relationship Management supported Deal Registrations through the use of PRM-specific fields such as Registration Status, Approval Status on the opportunity record. In this release, Deal Registration is a full-fledged functional area with its own record types, pages, analytics, and so on. Consequently deal registrations are implemented differently in the current release and you are strongly encouraged to manage your deal registration process using the new approach. Deal registrations can still be managed and tracked as before (that is, by using the PRM-specific fields on opportunity), but this approach is not recommended unless you have compelling business reasons to do so. In such cases, do not adopt a mix-and-match strategy of using both approaches to manage deal registrations, especially for the same set of users. As part of the upgrade to Release 17, any opportunity record that contains registration information automatically results in the creation of a deal registration record. Registration information from the opportunity is copied across to the newly created deal registration. Additionally, the deal registration record is also linked back to the original opportunity record. NOTE: The registration information on the original opportunity is left untouched, so that customers who wish to continue using the older approach are not affected. For upgrade purposes, an opportunity record is assumed to contain registration information when any of the following fields is not blank: ■ Registration Status ■ Approval Status ■ Approver Oracle CRM On Demand for Partner Relationship Management 17 Configuration Guide Release 17 Rev. A
  • 18. Configuring Oracle CRM On Demand for Partner Relationship Management ■ About Configuring Oracle CRM On Demand for Partner Relationship Management When you create a deal registration record, the fields are populated based on the information on the opportunity record as indicated in Table 7: Table 7. Fields on the Opportunity Record that Affect Deal Registrations Deal Registration Column Opportunity Column Comments Name Name None Principal Partner Partner No registration record created if Partner is blank. Approval Status Approval Status None Submission Status Registration Status For Registration Status of Expired or Registered, the Submission Status is set to Submitted. Approver Approver None About Configuring Oracle CRM On Demand for Partner Relationship Management Configuring Oracle CRM On Demand for Partner Relationship Management for your company involves setting up user roles, users, books, and workflow rules. This chapter provides suggested configurations for two PRM-specific roles (including page layouts and access profiles for those roles), and describes how to configure books and workflow rules for PRM, and how to add users for PRM management (partner users). Your company requirements might differ from the settings suggested in this chapter. The PRM administrator can set up as many PRM-specific roles as are required to support the brand owner’s business processes. The configuration settings described in this chapter are the suggested settings for the following PRM roles: ■ Channel Manager role. The Channel Manager role is typically given to one or more users in the brand owner company who are responsible for maintaining the relationship between the partner organizations and the brand owner company. ■ Partner Sales Representative role. The Partner Sales Representative role is suitable for end- users who are members of partner organizations. Users from partner organizations typically have access only to records that relate specifically to their partner organization. ■ Partner Administrator role. The Partner Administrator role is usually given to one or more users in a Partner organization. These users have the responsibility for creating and editing the partner users of the CRM application. We are recommending this role be set up as a Partner sales representative role with some additional access. Some Brand Owners will choose not to use this role. Your company might require roles other than those described here. 18 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 19. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management Before you begin your configuration tasks: ■ Contact Customer Care to have Oracle CRM On Demand for Partner Relationship Management provisioned for your company, as described in Provisioning Oracle CRM On Demand for Partner Relationship Management on page 11. ■ Determine the fields, page layouts, access profiles, and roles that you need to configure to support your company's business needs. Your company requirements might differ from the settings suggested in this chapter. Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management To configure Oracle CRM On Demand for Partner Relationship Management, perform the following processes and tasks: 1 Setting Up Page Layouts on page 19. 2 Setting Up Access Profiles for Partner Roles on page 46. 3 Creating Partner Roles on page 53. 4 Adding Partner Users on page 61 5 Process of Configuring Books and Workflow Rules for PRM on page 62 Setting Up Page Layouts It is recommended that you set up page layouts for each role that you intend to create in Oracle CRM On Demand for Partner Relationship Management. When setting up a page layout, you can create a new layout, or you can copy or edit an existing layout. You can add fields to the page layout as well as to the sections within the page, and you can also expose the related information in the page layout. PRM administrators typically set up page layouts for the following record types for the Channel Manager role: ■ Deal Registration ■ Fund ■ Fund Request ■ MDF Request ■ Special Pricing Request ■ Special Pricing Product ■ Price List ■ Price List line Item Oracle CRM On Demand for Partner Relationship Management 19 Configuration Guide Release 17 Rev. A
  • 20. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Setting Up Page Layouts ■ Lead ■ Opportunity ■ Solution ■ Application PRM administrators typically set up page layouts for the following record types for the Partner Sales Rep role: ■ Deal Registration ■ Fund ■ Fund Request ■ MDF Request ■ Special Pricing Request ■ Special Pricing Product ■ Lead ■ Opportunity ■ Partner - Oracle recommended that Partner Pages are not given to Partner Sales Reps. ■ Partner Program ■ Solution ■ Application Complete the steps in the following procedure for each page layout that you want to set up. This task is a step in Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19. NOTE: Some of the suggested page layouts for the Partner Sales Rep role are copies of the page layouts for the Channel Manager role. Complete the setup of the page layouts for the Channel Manager role before you copy the Channel Manager role page layouts for use in the Partner Sales Rep role. To set up a page layout for PRM 1 In the Oracle CRM On Demand application, click the Admin link and navigate to Application Customization. 2 In the Record Type Setup section, click the link for the required record type. For example, click the Opportunity record type. ■ See Page Layouts for the Channel Manager Role on page 22 for details of typical page layouts for the Channel Manager role. ■ See Page Layouts for the Partner Sales Rep Role on page 36 for details of typical page layouts for the Partner Sales Rep role. 20 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 21. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Setting Up Page Layouts 3 In the Page Layout Management section, click the link for the required page layout type. For example, click the link for the Opportunity Page Layout. 4 Perform the following steps: a On the record type Page Layout page, click Copy (the link next to a layout) to create a new layout based on an existing layout, or click New Layout on the title bar to create an entirely new layout. b In Step 1 of the Page Layout wizard, enter a name for the layout and (optionally) a description. c Click Finish to save the layout. NOTE: You will return later to the Page Layout wizard to finish setting up the page layout. 5 On the record type Page Layout page, click the Edit Sections link for the layout that you want to configure. 6 In the Section Names Setup page, enter the labels for any new sections that you want to set up on the page layout. ■ Refer to Page Sections for the Channel Manager Role Page Layouts on page 23 for details of typical page sections for the Channel Manager role. ■ Refer to Page Sections for the Partner Sales Rep Role Page Layouts on page 37 for information about typical page sections for the Partner Sales Rep role. 7 Click Save. 8 On the record type Page Layout page, click the Edit link for the layout that you want to configure. 9 In the Page Layout wizard, go to Step 2 (Field Setup), and specify the field setup for the page layout. For each available field, select either the Required or the Read-Only check box as needed to support your business processes. ■ Refer to Field Layouts for the Channel Manager Role Page Layouts on page 26 for details of typical fields and field layouts (including details of required fields) for the Channel Manager role. ■ Refer to Field Layouts for the Partner Sales Rep Role Page Layouts on page 38 for details of typical fields and field layouts (including details of required fields) for the Partner Sales Rep role. 10 In the wizard, go to Step 3 (Field Layout), and configure the field layout for the page. Use the arrows to add fields to the various page sections, and remove any fields that are not needed, by moving them from the page sections to the Available Fields list. ■ See Field Layouts for the Channel Manager Role Page Layouts on page 26 for details of typical field layouts for the Channel Manager role. ■ See Field Layouts for the Channel Manager Role Page Layouts on page 26 for details of typical field layouts for the Partner Sales Rep role. Oracle CRM On Demand for Partner Relationship Management 21 Configuration Guide Release 17 Rev. A
  • 22. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role 11 In the wizard, go to Step 4 (Related Information), and configure the related information that is available on this page. Use the arrows to add fields to the appropriate sections. The options are Additional Information and Displayed Information. ■ Refer to Related Information Sections for the Channel Manager Role Page Layouts on page 34 for details of typical related information sections for the Channel Manager role. ■ Refer to Related Information Sections for the Partner Sales Rep Role Page Layouts on page 44 for details of typical related information sections for the Partner Sales Rep role. 12 Click Finish. Page Layout Configurations for the Channel Manager Role This section describes the page layout modifications that PRM administrators typically configure for the Channel Manager role. It contains the following: ■ Page Layouts for the Channel Manager Role on page 22 ■ Page Sections for the Channel Manager Role Page Layouts on page 23 ■ Field Layouts for the Channel Manager Role Page Layouts on page 26 ■ Related Information Sections for the Channel Manager Role Page Layouts on page 34 Page Layouts for the Channel Manager Role Table 8 shows examples of specific layouts that support the Channel Manager role. NOTE: The Channel Manager role is based on a copy of the PRM Administrator role so the layouts are already preconfigured. Table 8 provides specific layouts used to create and then alter the role definition to add them to what already exists. The other Record types Page Layouts should only be changed if your business requires it. Table 8. Page Layouts for the Channel Manager Role Record Type Copy Rename to Lead Lead Page Standard Layout Lead Page Channel Manager Layout Opportunity Opportunity Page Standard Layout Opportunity Page Channel Manager Layout Solution Solution Page Standard Layout Solution Page Channel Manager Layout Deal Registration Deal Registration Page Standard Deal Registration Page Channel Layout Manager Layout 22 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 23. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 8. Page Layouts for the Channel Manager Role Record Type Copy Rename to Fund Request Fund Request Page Standard Layout Fund Request Page Channel Manager Layout MDF Request MDF Request Page Standard Layout MDF Request Page Channel Manager Layout Special Pricing Special Pricing Request Page Standard Special Pricing Request Page Request Layout Channel Manager Layout Special Pricing Special Pricing Product Page Standard Special Pricing Product Page Product Layout Channel Manager Layout Price List Price List Page Standard Layout Price List Page Channel Manager Layout Price List Line Item Price List Line Item Page Standard Price List Line Item Page Channel Layout Manager Layout Product Product Page Standard Layout Product Page Channel Manager Layout Partner Partner Page Standard Layout Partner Page Channel Manager Layout Application Application Page Standard Layout Application Page Channel Manager Layout Page Sections for the Channel Manager Role Page Layouts Table 9 describes the sections that company administrators typically set up for page layouts for the Channel Manager role. Table 9. Page Sections for the Channel Manager Page Role Page Layouts Page Layout Existing Section Name Rename To Fund Request Page Key Fund Request Do not rename Channel Manager Information Layout Fund Request Detail Preapproval Information Information Additional Information Claim Information Available Section Additional Information Oracle CRM On Demand for Partner Relationship Management 23 Configuration Guide Release 17 Rev. A
  • 24. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 9. Page Sections for the Channel Manager Page Role Page Layouts Page Layout Existing Section Name Rename To Lead Page Channel Key Lead Information Do not rename Manager Layout Opportunity Related Do not rename Information Additional Information Owner Information Available Section Additional Information Opportunity Page Key Opportunity Do not rename Channel Manager Information Layout Sales Detail Information Do not rename Additional Information Owner Information Available Section Additional Information Solution Page Channel Solution Detail Information Solution Detail Information Manager Layout Additional Information Additional Information Fund Key Fund Information Do not rename Additional Information Do not rename Fund Request Key Fund Request Do not rename Information Fund Request Detail Preapproval Information Information Additional Information Claim Information Available Section Additional Information Deal Registration Deal Registration Key Do not rename Information Opportunity Information Do not rename Customer Information Do not rename Approval Information Do not rename Additional Information Do not rename MDF Request Key MDF Request Do not rename Information MDF Request Detail Do not rename Information Claim Information Do not rename Additional Information Do not rename 24 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 25. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 9. Page Sections for the Channel Manager Page Role Page Layouts Page Layout Existing Section Name Rename To Special Pricing Request Key Special Pricing Do not rename Request Information Special Pricing Request Do not rename Detail Information Claim Information Do not rename Additional Information Do not rename Special Pricing Product Key Product Information Do not rename Special Pricing Request Do not rename Detail Information Special Pricing Request Do not rename Justification Additional Information Do not rename Price List Key Price List Information Do not rename Additional Information Do not rename Price List Line Item Key Product Information Do not rename Key Product Line Item Do not rename Information Additional Information Do not rename Application Company Profile Do not rename Application Submitted By Do not rename Partnership Information Do not rename Additional Information Do not rename Partner Key Partner Information Do not rename Profile Information Do not rename Additional Company Profile Do not rename Additional Information Do not rename Oracle CRM On Demand for Partner Relationship Management 25 Configuration Guide Release 17 Rev. A
  • 26. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Field Layouts for the Channel Manager Role Page Layouts Table 10 shows the field layouts that company administrators typically set up for page layouts for the Channel Manager role. Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout MDF Request Key MDF Request Information Request ID Campaign Request Name Marketing Purpose Principal Partner Account Region Fund Category Submission Status Partner Program Due Date MDF Request Currency Expiration Date MDF Request Detail Information Start Date Request Date End Date Submitted Date Amount Requested Pre-Approval Date Amount PreApproved Approver Approval Status Last Approved By Reason Code Claim Information Total Claim Amount Claim Status Requested Total Claim Amount Claim Decision Date Approved Additional Information Owner Owner Partner Account Modified Description Deal Registration Deal Registration Key Information Name ID 26 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 27. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout Type Principal Partner Submission Status Principal Partner Location Expiration Date Partner Program Special Price Reqd. Support Reqd. Opportunity Information Associated Opportunity Close Date New Opportunity Product Interest Currency Next Step Deal Size Customer Information Associated Customer Associated Contact New Customer New Contact Company Name Mr./Ms. Country First Name Address 1 Middle Name Address 2 Last Name City Job Title Province Email Post Code Telephone # Cell Phone Fax Approval Information Approval Status Submitted Date Current Approver Approved Date Final Approver Reject Reason Additional Information Owner Created Owner Partner Account Modified Originating Partner Account Description Special Pricing Request Key Special Pricing Request Information Oracle CRM On Demand for Partner Relationship Management 27 Configuration Guide Release 17 Rev. A
  • 28. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout ID Opportunity Request Name End Customer Principal Partner Account Originating Partner Account Submission Status Deal Registration Due Date Partner Program Fund Currency Special Pricing Request Detail Information Start Date Request Date End Date Submitted Date Total Amount Requested Authorized Date Total Amount Authorized Approver Approval Status Last Approved By Reason Code Claim Information Total Claim Amount Claim Status Requested Total Claim Amount Claim Decision Date Approved Additional Information Owner Owner Partner Account Modified Description Special Pricing Product Key Product Information Product Product: Part # Product: Product Category Product: Type Quantity Product: Status Currency MSRP Special Pricing Request Detail Information Purchase Cost Requested Amount Requested Cost Requested Discount Percent Requested Resale Price Authorized Amount 28 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 29. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout Authorized Cost Authorized Discount Percent Suggested Resale Price Special Pricing Request Justification Competitor Name Competitive Partner Competitor Product Other Competitive Information Competitor Product Price Additional Information Created Modified Description Price List Key Price List Information Price List Name Type Effective From Status Effective To Currency Additional Information Created Modified Description Price List Line Item Key Product Line Item Information Price List Product: Part # Product Price List Effective From List Price Effective To Additional Information Created Modified Description Fund Request Page Channel Key Fund Request Information Manager Layout Request Id Opportunity Fund Request Name Opportunity Account Fund Due Date Type Fund Request Currency Status Oracle CRM On Demand for Partner Relationship Management 29 Configuration Guide Release 17 Rev. A
  • 30. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout Preapproval Information Pre-Approval Req Begin Date Granted End Date Pre-Approval Date Claim Information Claim Req. Request Date Approved Claim Decision Date Additional Information Owner Channel Manager Owner Account Approver Lead Page Channel Manager Key Lead Information Layout Mr. Ms Primary Phone # First Name Cellular Phone Last Name Work Fax # Company Email Job Title Never Email Created External Modified External Opportunity Related Information Status Lead Currency Rating Source Product Interest Campaign Potential Revenue Industry Estimated Close Date Annual Revenues Next Step Number of Employees Owner Information Owner Full Name Owner Account Ownership Status Channel Manager Reassign Owner Sales Person Additional Information Associated Account Billing 30 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 31. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout Associated Contact Website Associated Opportunity Opportunity Page Channel Key Opportunity Information Manager Layout Opportunity Name Revenue Account Partner Program Sales Stage Close Date Next Step Forecast Registration Status Opportunity Currency Approval Status Territory Sales Detail Information Status Probability% Priority Expected Revenue Lead Source Source Campaign Opportunity Type Reason Won/Lost Product Interest Registration Information Registration Status Registration Expires Registered Partner Registered Partner Location Owner Information Owner Owner Account Ownership Status Reassign Opportunity Approver Channel Account Manager Additional Information Modified By: Modified: Date External Created By: Created: User Page Channel Manager Layout Partner Page Channel Key Partner Information Manager Layout Partner Name Main Phone # Primary Partner Type Main Fax # Oracle CRM On Demand for Partner Relationship Management 31 Configuration Guide Release 17 Rev. A
  • 32. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 10. Field Layouts for the Channel Manager Role Page Layouts Page Layout Page Section Layout Location Web Site Partner Organization Status Price List Maximum Number of Users Number of Active Users Profile Information Description Additional Company Profile Billing Shipping Company Identifier Expertise Annual Revenues Region Number of Employees Partner Currency Industry Additional Information Created Modified External Owner Channel Account Manager Owner Partner Account Principal Partner Account Originating Partner Account Solution Page Channel Solution Detail Information: Manager Solution ID Status Title Published Product Publish to PRM Users Product Category Externally Published Solution Rating Service Request Count Number of Ratings Created External Modified External NOTE: The Effective From date on the Price List Line Item page layout does not automatically default to the Effective From date of the associated Price List. The ability to default the Effective From date can be provided though through configuration. 32 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 33. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Fields in the Registration Information section under the Opportunity Page Channel Manager Layout will be populated only if you use the Deal Registration record type to manage your deal registrations. These fields will NOT be populated if you continue to use Opportunity record type to track and manage your deal registrations. In such cases, you can safely remove the Registration Information section from the layout. Oracle CRM On Demand for Partner Relationship Management 33 Configuration Guide Release 17 Rev. A
  • 34. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Related Information Sections for the Channel Manager Role Page Layouts Table 11 shows the related information sections that company administrators typically expose (that is, move to the Displayed Information section) in the page layouts for the Channel Manager role. Table 11. Related Item Information sections for the Channel Manager Role Page Layouts Page Layout Displayed Information Fund Request Page Channel Manager Layout Attachments Notes Open Activities Completed Activities MDF Request Page Channel Manager Layout Activities Books MDF Request Teams Deal Registration Page Channel Manager Deal Registration Teams Layout Special Pricing Requests Activities Deal Registration Product Revenues Special Pricing Request Page Channel Special Pricing Products Manager Layout Activities Books Special Pricing Request Teams Special Pricing Product Page Channel None Manager Layout Price List Page Channel Manager Layout Price List Line Items Price List Line Item Page Channel Manager None Layout Product Page Channel Manager Layout Price List Line Items Applications Page Channel Manager Layout Activities Application Teams Books Partner Page Channel Manager Layout Partner Type 34 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 35. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Channel Manager Role Table 11. Related Item Information sections for the Channel Manager Role Page Layouts Page Layout Displayed Information Partner Relationships Partner User Roles Addresses Applications Deal Registrations (as Appropriate) Lead (As appropriate) MDF Requests (As appropriate) Special Pricing Requests (As appropriate) Notes Books Partner Organization Books Lead Page Channel Manager Layout Lead Partners Open Activities Completed Activities Attachments Lead Qualification Scripts Opportunity Page Channel Manager Layout Opportunity Partners Leads Opportunity Team Contacts Product Revenues Notes Open Activities Completed Activities Opportunity Competitors Attachments Books Deal Registrations (As appropriate) Special Pricing Requests (As appropriate) Audit Trail Solution Page Channel Manager Layout Related Solutions Oracle CRM On Demand for Partner Relationship Management 35 Configuration Guide Release 17 Rev. A
  • 36. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 11. Related Item Information sections for the Channel Manager Role Page Layouts Page Layout Displayed Information Service Requests Attachments NOTE: The Standard Related Items Layout for Price List Line Items that is provided preconfigured should not be used for the Product Page Channel Manager Layout. A new Related Items Layout with name Product Price List Layout should be defined for Price List Line Items on the Product record type and the following fields should be added to it: Price List Name, Price Type, List Price, Currency, Effective From, Effective To, Price List: Status. This new Related Items Layout should be selected on the Product Page Channel Manager Layout for Price List Line Items. Page Layout Configurations for the Partner Sales Rep Role This section describes the page layout modifications that are suggested for the Partner Sales Rep role. It contains the following sections: ■ Page Layouts for the Partner Sales Rep Role on page 36 ■ Page Sections for the Partner Sales Rep Role Page Layouts on page 37 ■ Field Layouts for the Partner Sales Rep Role Page Layouts on page 38 ■ Related Information Sections for the Partner Sales Rep Role Page Layouts on page 44 Page Layouts for the Partner Sales Rep Role Some of the suggested page layouts for the Partner Sales Rep role are copies of the page layouts for the Channel Manager role. You must complete the configuration of the page layouts for the Channel Manager role before you copy the layouts for use in the Partner Sales Rep role. Table 12 shows the page layouts that company administrators typically set up for the Partner Sale Rep role. Table 12. Page Layouts for the Partner Sales Rep Role Record Type Copy Rename to Fund Fund Page Standard Layout Fund Page Partner Sales Rep Layout Fund Request Fund Request Page Standard Layout Fund Request Page Partner Sales Rep Layout Leads Lead Page Channel Manager Layout Lead Page Partner Sales Rep Layout 36 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 37. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 12. Page Layouts for the Partner Sales Rep Role Record Type Copy Rename to Opportunity Opportunity Page Channel Manager Opportunity Page Partner Sales Rep Layout Layout Partner Partner Program Page Standard Partner Program Page Partner Sales Rep Program Layout Layout Solution Solution Page Channel Manager Solution Page Partner Sales Rep Layout Layout Deal Deal Registration Page Standard Deal Registration Page Partner Sales Registration Layout Rep Layout MDF Request MDF Request Page Standard Layout MDF Request Page Partner Sales Rep Layout Special Pricing Special Pricing Request Page Special Pricing Request Partner Sales Request Standard Layout Rep Layout Special Pricing Special Pricing Product Page Standard Special Pricing Product Partner Sales Product Layout Rep Layout Page Sections for the Partner Sales Rep Role Page Layouts The suggested page sections for the Partner Sales Rep role are the same as the page sections for the Channel Manager role. When you create the page layouts for Partner Sales Rep Page role by copying the page layouts for the Channel Manager role, you do not need to configure any additional sections for the page layouts for the Partner Sales Rep role. Oracle CRM On Demand for Partner Relationship Management 37 Configuration Guide Release 17 Rev. A
  • 38. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Field Layouts for the Partner Sales Rep Role Page Layouts Table 13 shows the field layouts that company administrators typically set up for page layouts for the Partner Sales Rep role. It is recommended that you change the fields that are preceded by an asterisk (*) to be read-only fields (in the field setup section of the wizard). It is recommended that all other fields that are read only by default remain as read-only fields. Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout MDF Request Key MDF Request Information Request ID Campaign Request Name Marketing Purpose Principal Partner Account Region Fund Category Submission Status Partner Program Due Date MDF Request Currency * Expiration Date MDF Request Detail Information Start Date * Request Date End Date * Submitted Date Amount Requested * Pre-Approval Date * Amount PreApproved * Approver * Approval Status * Last Approved By * Reason Code Claim Information Total Claim Amount Claim Status Requested * Total Claim Amount * Claim Decision Date Approved Additional Information Owner Owner Partner Account Modified Description Deal Registration Deal Registration Key Information 38 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 39. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Name ID Type Principal Partner Submission Status Principal Partner Location Expiration Date Partner Program Special Price Reqd. Support Reqd. Opportunity Information Associated Opportunity Close Date New Opportunity Product Interest Currency Next Step Deal Size Customer Information Associated Customer Associated Contact New Customer New Contact Company Name Mr./Ms. Country First Name Address 1 Middle Name Address 2 Last Name City Job Title Province Email Post Code Telephone # Cell Phone Fax Approval Information * Approval Status Submitted Date * Current Approver Approved Date Final Approver * Reject Reason Additional Information Owner Created Owner Partner Account Modified Originating Partner Account Description Oracle CRM On Demand for Partner Relationship Management 39 Configuration Guide Release 17 Rev. A
  • 40. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Special Pricing Request Key Special Pricing Request Information Request ID Opportunity Request Name End Customer Principal Partner Account Originating Partner Account Submission Status Deal Registration Due Date Partner Program Currency Special Pricing Request Detail Information Start Date * Request Date End Date * Submitted Date Total Amount Requested * Authorized Date * Total Amount Authorized * Approver * Approval Status * Last Approved By * Reason Code Claim Information Total Claim Amount Claim Status Requested * Total Claim Amount * Claim Decision Date Approved Additional Information Owner Owner Partner Account Modified Description Special Pricing Product Key Product Information Product Product: Part # Product: Product Category Product: Type Quantity Product: Status Currency * MSRP Special Pricing Request Detail Information Purchase Cost Requested Amount Requested Cost Requested Discount Percent 40 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 41. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Requested Resale Price Authorized Amount * Authorized Cost Authorized Discount Percent * Suggested Resale Price Special Pricing Request Justification Competitor Name Competitive Partner Competitor Product Other Competitive Information Competitor Product Price Additional Information Created Modified Description Fund Page Partner Sales Rep Key Fund Information Layout Fund ID * Type * Fund Name * Fund Currency * Status * Start Date * Allow Negative Balance * End Date Additional Information Owner Modified Fund Request Page Partner Key Fund Request Information Sales Rep Layout Request ID Opportunity Fund Request Name Opportunity Account Fund Due Date Type Fund Request Currency Status Preapproval Information Pre-Approval Req * Begin Date * Granted * End Date * Pre-Approval Date Claim Information Oracle CRM On Demand for Partner Relationship Management 41 Configuration Guide Release 17 Rev. A
  • 42. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Claim Req. Request Date * Approved * Claim Decision Date Additional Information Owner Channel Manager Owner Account * Approver Lead Page Partner Sales Rep Key Lead Information Mr. Ms. Primary Phone # First Name Cellular Phone Last Name Work Fax # Company Email Job Title Never Email Created External Modified External Lead Convert Opportunity Related Information Status Lead Currency Rating Source Product Interest Campaign Potential Revenue Industry Estimated Close Date Annual Revenues Next Step Number of Employees Owner Information Owner Full Name Owner Account Ownership Status Channel Manager Reassign Owner Sales Person Additional Information Associated Account Billing Associated Contact Web Site Associated Opportunity Opportunity Page Partner Key Opportunity Information Sales Rep Layout Opportunity Name Revenue 42 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 43. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Account Partner Program Sales Stage Close Date Next Step Forecast Registration Status Opportunity Currency * Approval Status Territory Sales Detail Information Status Probability% Priority Expected Revenue Lead Source Source Campaign Opportunity Type Reason Won/Lost Product Interest Owner Information Owner Owner Account * Ownership Status Reassign Opportunity * Approver Channel Account Manager Additional Information Modified By Modified: Date External Created By: Created: Partner Program Page Key Partner Program Information Partner Sales Rep Layout * Partner Program name * MDF Allowed * Status * Special Pricing Allowed * Begin Date * Deal Registration Allowed * End Date Program Details * Description Additional Information Created Modified Owner Full Name Solution Page Partner Sales Solution Detail Information Rep Layout Oracle CRM On Demand for Partner Relationship Management 43 Configuration Guide Release 17 Rev. A
  • 44. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 13. Field Layouts for the Partner Sales Rep Role Page Layouts Page Layout Page Section Layout Solution ID Published Title Solution Rating Product Created External Status Modified External NOTE: For multi-channel scenarios the page layout for the Partner Sales Rep for Special Pricing Requests and Special Pricing Products may need further customizations, depending on the visibility requirements. Related Information Sections for the Partner Sales Rep Role Page Layouts Table 14 shows the related information sections that company administrators typically expose (that is, move to the Displayed Information section) in the page layouts for the Partner Sales Rep role. Table 14. Related Information for the Partner Sales Rep Page Role Page Layouts Page Layout Displayed Information Deal Registration Page Partner Sales Rep Layout Deal Registration Product Revenues Special Pricing Requests Deal Registration Teams Activities Fund Request Page Partner Sales Rep Layout Attachments Notes Open Activities Completed Activities Audit Trail MDF Request Page Partner Sales Rep Layout Activities Books MDF Request Teams 44 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 45. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Page Layout Configurations for the Partner Sales Rep Role Table 14. Related Information for the Partner Sales Rep Page Role Page Layouts Page Layout Displayed Information Special Pricing Request Page Partner Sales Rep Special Pricing Products Layout Activities Books Special Pricing Request Teams Special Pricing Product Page Partner Sales Rep None Layout Application Page Partner Sales Rep Layout None Fund Page Partner Layout Fund Requests (as appropriate) Fund Request Page Partner Sales Rep Layout Attachments Notes Open Activities Closed Activities Audit Trail Lead Page Partner Sales Rep Layout Lead Partners Open Activities Completed Activities Attachments Lead Qualification Scripts Opportunity Page Partner Sales Rep Layout Opportunity Partners Leads Opportunity Team Contacts Product Revenues Notes Open Activities Completed Activities Opportunity Competitors Audit Trail Books Deal Registrations (as appropriate) Oracle CRM On Demand for Partner Relationship Management 45 Configuration Guide Release 17 Rev. A
  • 46. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Setting Up Access Profiles for Partner Roles Table 14. Related Information for the Partner Sales Rep Page Role Page Layouts Page Layout Displayed Information Special Pricing Requests (as appropriate) Solution Page Partner Sales Rep Layout Attachments Setting Up Access Profiles for Partner Roles You must set up two profiles for each partner role. The profiles are: ■ Default access profile. This access profile sets the access levels for records not owned by the user (or by the user's group). ■ Owner access profile. This access profile sets the access levels for the records owned by the user, by the user's group, or by someone who reports to the user (if manager visibility is enabled). Complete the steps in the following procedure for each required access profile. This task is a step in Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19. To set up the default access and owner access profiles for a partner role 1 In Oracle CRM On Demand, click the Admin link, and navigate to User Management and Access Controls, Access Profiles view. 2 Click the Copy link on the appropriate profile, as follows: ■ If you are setting up a default access profile, click the Copy link on a default access profile that is similar to the one you want to set up. ■ If you are setting up an owner access profile, click the Copy link on an owner access profile that is similar to the one you want to set up. For information about which profiles you might copy for the new page layouts, see the following sections: ■ Refer to Access Profiles for the Channel Manager Role on page 47 for details of typical access profiles for the Channel Manager role. ■ Refer to Access Profiles for the Partner Sales Rep Role on page 48 for details of typical access profiles for the Partner Sales Rep role. 3 In Step 1 of the Access Profile wizard, enter a name for the access profile. For example, enter Partner Sales Rep Default Access Profile or Partner Sales Rep Owner Access Profile. 4 Go to Step 2 (Specify Access Levels), and change the access settings for the top-level profile and the related information settings for the role, as necessary. 46 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 47. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Channel Manager Role ■ Refer to Access Levels for the Channel Manager Role on page 47 for information about typical access settings for the Channel Manager role. ■ Refer to Access Levels for the Partner Sales Rep Role on page 48 for details of typical access settings for the Partner Sales Rep role. 5 Click Finish. Access Profile Settings for the Channel Manager Role This section describes the access profile settings that are suggested for the Channel Manager role. It contains the following sections: ■ Access Profiles for the Channel Manager Role on page 47 ■ Access Levels for the Channel Manager Role on page 47 Access Profiles for the Channel Manager Role For the Channel Manager role, you create a copy of the access profiles used for the PRM Administrator role. Table 15 shows the names of the access profiles that PRM administrators typically configure for the Channel Manager Role. Table 15. Access Profiles for the Channel Manage Role Copy Name of New Access Profile PRM Administrator Default Access Profile Channel Manager Default Access Profile PRM Administrator Owner Access Profile Channel Manager Owner Access Profile Access Levels for the Channel Manager Role You do not need to change any of the settings in the new Channel Manager access profiles (copied from the PRM Administrator access profiles), unless your company has a requirement to change the settings. Access Profile Settings for the Partner Sales Rep Role This section describes the access profile settings that are suggested for the Partner Sales Rep role. It contains the following sections: Oracle CRM On Demand for Partner Relationship Management 47 Configuration Guide Release 17 Rev. A
  • 48. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Partner Sales Rep Role ■ Access Profiles for the Partner Sales Rep Role on page 48 ■ Access Levels for the Partner Sales Rep Role on page 48 Access Profiles for the Partner Sales Rep Role For the Partner Sales Rep role, you create a copy of the access profiles used for the Field Sales Rep role. Table 16 shows the names of the access profiles that PRM administrators typically configure for the Partner Sales Rep role. Table 16. Access Profiles for the Partner Sales Rep Role Copy Name of New Access Profile Field Sales Rep Default Access Profile Partner Sales Rep Default Access Profile Field Sales Rep Owner Access Profile Partner Sales Rep Owner Access Profile Access Levels for the Partner Sales Rep Role Table 17 shows the access levels for the top-level profile that PRM administrators typically configure for the Partner Sales Rep role. Table 17. Access Levels for Top-Level Profiles for the Partner Sales Rep Role Record Type Default Access Owner Access Activity View View Books Read-Only Read-Only Campaign Read-Only Read-Only Contact Read-Only Read/Edit/Delete Forecast Read-Only Read/Edit Fund Read-Only Read-Only Fund Request Read-Only Read/Edit/Delete Deal Registration Read-Only Read/Edit/Delete Deal Registration Product Revenue Read-Only Read/Edit/Delete MDF Request Read-Only Read/Edit/Delete Special Pricing Request Read-Only Read/Edit/Delete Special Pricing Product Read-Only Read/Edit/Delete Lead Read/Edit Read/Edit/Delete Opportunity Read/Edit Read/Edit/Delete 48 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 49. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Partner Sales Rep Role Table 17. Access Levels for Top-Level Profiles for the Partner Sales Rep Role Record Type Default Access Owner Access Partner Read-Only Read-Only Partner Program Read-Only Read-Only Partner Program Membership Read-Only Read-Only Service Request Read/Edit Read/Edit/Delete Solution Read-Only Read-Only To set the access levels for the related items, click the Related Information link next to a record type. Table 18 shows the access levels for the related information items that PRM administrators typically configure for the Partner Sales Rep role. Table 18. Access Levels for Related Information Partner Sales Rep Role Default Record Type Related Information Access Owner Access Fund Activities View View Fund Attachments No Access No Access Fund Audit Trail No Access No Access Fund Books No Access No Access Fund Credits No Access No Access Fund Custom Objects (All) No Access No Access Fund Debits No Access No Access Fund Fund Request No Access No Access Fund Notes No Access No Access Fund Participants No Access No Access Fund Partner No Access No Access Fund Request Attachments Full Full Fund Request Audit Trail Read Only Read Only Fund Request Completed Activities View View Fund Request Custom Objects (All) No Access No Access Fund Request Notes Full Full Fund Request Open Activities View View Fund MDF Requests No Access No Access Fund Special Pricing Requests No Access No Access Oracle CRM On Demand for Partner Relationship Management 49 Configuration Guide Release 17 Rev. A
  • 50. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Partner Sales Rep Role Table 18. Access Levels for Related Information Partner Sales Rep Role Default Record Type Related Information Access Owner Access MDF Request Activities View View MDF Request Books Read Only Read Only MDF Request MDF Request Teams Read Only Full MDF Request Custom Objects (All) No Access No Access Deal Registration Deal Registration Product Read Only Full Revenues Deal Registration Special Pricing Requests View Full Deal Registration Activities View View Deal Registration Custom Objects (All) No Access No Access Special Pricing Request Activities View Read Only Special Pricing Request Books Read Only Read Only Special Pricing Request Partner Special Pricing No Access No Access Request Special Pricing Request Special Pricing Products Read Only Full Special Pricing Request Special Pricing Request Read Only Full Teams Special Pricing Request Custom Objects (All) No Access No Access Lead Attachment Full Full Lead Books No Access No Access Lead Completed Activities View View Lead Lead Assessment No Access No Access Lead Open Activities View View Lead Partner Full Full Opportunity Deal Registrations View Full Opportunity Special Pricing Requests View View Opportunity Attachments Full Full Opportunity Audit Trail Read Only Read Only Opportunity Books Read Only Read Only Opportunity Completed Activities View View Opportunity Contacts Full Full Opportunity Custom Objects (All) No Access No Access 50 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 51. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Partner Sales Rep Role Table 18. Access Levels for Related Information Partner Sales Rep Role Default Record Type Related Information Access Owner Access Opportunity Leads Full Full Opportunity Notes Full Full Opportunity Open Activities View View Opportunity Opportunity Assessment No Access No Access Opportunity Opportunity Competitors Full Full Opportunity Opportunity Partners Full Full Opportunity Opportunity Team Full Full Opportunity Opportunity Revenues Full Full Partner Account No Access No Access Partner Accounts [Partner No Access No Access Account Originating partner] Partner Addresses No Access No Access Partner Applications No Access No Access Partner Attachments No Access No Access Partner Books No Access No Access Partner Completed Activities No Access No Access Partner Contacts No Access No Access Partner Custom Objects 01 No Access No Access Partner Custom Objects 02 No Access No Access Partner Custom Objects 03 No Access No Access Partner Deal Registrations No Access No Access (Principal Partner) Partner Deal Registrations (Owner No Access No Access Partner) Partner Deal Registrations No Access No Access (Originating Partner) Partner Fund No Access No Access Partner Fund Requests No Access No Access Partner Fund Requests (Owner No Access No Access Partner) Oracle CRM On Demand for Partner Relationship Management 51 Configuration Guide Release 17 Rev. A
  • 52. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Access Profile Settings for the Partner Sales Rep Role Table 18. Access Levels for Related Information Partner Sales Rep Role Default Record Type Related Information Access Owner Access Partner Fund requests (Principal No Access No Access Partner) Partner Lead No Access No Access Partner Leads (Originating No Access No Access Partner) Partner Leads (Owner partner) No Access No Access Partner MDF Requests No Access No Access Partner MDF Requests No Access No Access (Originating Partner) Partner MDF requests (Principal No Access No Access Partner) Partner Notes No Access No Access Partner Open Activities No Access No Access Partner Opportunities No Access No Access Partner Opportunities (Owner No Access No Access Partner) Partner Opportunities (Origination No Access No Access Partners) Partner Partner Organization No Access No Access Books Partner Partner Relationships No Access No Access Partner Partner Special Pricing No Access No Access Requests Partner Partner Team No Access No Access Partner Partner Types No Access No Access Partner Partners No Access No Access Partner Policies No Access No Access Partner Program Memberships No Access No Access Partner Special Pricing Requests No Access No Access Partner Special Pricing Requests No Access No Access (Owner Partner) Partner Special Pricing Requests No Access No Access (Principal partners) 52 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 53. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Creating Partner Roles Table 18. Access Levels for Related Information Partner Sales Rep Role Default Record Type Related Information Access Owner Access Partner Program Membership Attachment Read Only Read Only Program Opportunity No Access No Access Program Books No Access No Access Program Program Membership No Access No Access Program Fund Requests No Access No Access Program MDF Requests No Access No Access Program Special Pricing Requests No Access No Access Program Deal Registrations No Access No Access Solution Attachments Full Full Solution Custom Objects (All) No Access No Access Solution Related Solutions Full Full Solution Service Requests Full Full Solution Solution Product View View Application Activities No Access No Access Application Application Teams No Access No Access Application Books No Access No Access Creating Partner Roles Complete the steps in the following procedures to create a partner role. This task is a step in Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19. To create a partner role 1 In Oracle CRM On Demand, click Admin, and navigate to User Management and Access Controls, Role Management view. 2 Click the Copy link on an existing role that is similar to the role you want to create. For example: ■ To create the Channel Manager role, copy the PRM Administrator role. ■ To create the Partner Sales Rep role, copy the Field Sales Rep role. The Role Management wizard opens. 3 In Step 1 of the wizard, enter the role name (for example, Channel Manager) and a description. 4 In Step 2 of the wizard (Record Type Access) adjust the settings for the role as necessary. Oracle CRM On Demand for Partner Relationship Management 53 Configuration Guide Release 17 Rev. A
  • 54. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Creating Partner Roles ■ Refer to Record Type Access for the Channel Manager Role on page 55 for information about typical access settings for the Channel Manager role. ■ Refer to Record Type Access for the Partner Sales Rep Role on page 58 for details of typical access settings for the Partner Sales Rep role. 5 In the wizard, go to Step 3 (Access Profiles), and select the access profiles that you created earlier for the role. 6 In the wizard, go to Step 4 (Privileges), and adjust the settings for the role, as necessary. ■ Refer to Privileges for the Channel Manager Role on page 55 for details of typical privilege settings for the Channel Manager role. ■ Refer to Privileges for the Partner Sales Rep Role on page 59 for details of typical privilege settings for the Partner Sales Rep role. 7 In the wizard, go to Step 5 (Tab Access & Order), and adjust the settings for the role as needed. ■ Refer to Tab Access and Order for the Channel Manager Role on page 56 for information about typical tab settings for the Channel Manager role. ■ Refer to Tab Access and Order for the Partner Sales Rep Role on page 60 for details of typical tab settings for the Partner Sales Rep role. 8 In the wizard, go to Step 6 (Page Layout Assignment), and assign a page layout to each record type. ■ Refer to Page Layout Assignment for the Channel Manager Role on page 57 for details of typical page layout assignments for the Channel Manager role. ■ Refer to Page Layout Assignment for the Partner Sales Rep Role on page 60 for details of typical page layout assignments for the Partner Sales Rep role. 9 In the wizard, go to Step 7 (Search Layout Assignment), and assign a search layout to each record type. For information about setting up search layouts, see Oracle CRM On Demand Online Help. 10 In the wizard, go to Step 8 (Homepage Layout Assignment), and assign a homepage layout for each record type. For information about setting up homepage layouts, see Oracle CRM On Demand Online Help. 11 Click Finish. 54 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 55. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Channel Manager Role Access Profiles for the Partner Administrator Role To create the Partner Administrator role, you create a copy of the access profiles used for the Partner Sales Rep role. Table 19 shows the names of the access profiles that PRM administrators typically configure for the Partner Administrator role. Table 19. Access profile names for the Partner Administrator role Access profile to copy New access profile name Partner Sales Rep Default Access Profile Partner Administrator Default Access profile Partner Sales Rep Owner Access Profile Partner Administrator Owner Access profile Role Settings for the Channel Manager Role This section describes typical role settings for the Channel Manager role. It contains the following sections: ■ Record Type Access for the Channel Manager Role on page 55 ■ Privileges for the Channel Manager Role on page 55 ■ Tab Access and Order for the Channel Manager Role on page 56 ■ Page Layout Assignment for the Channel Manager Role on page 57 Record Type Access for the Channel Manager Role You do not need to change any of the settings in the record type access for the Channel Manager role (copied from the PRM Administrator role), unless your company has a requirement to change the settings. Privileges for the Channel Manager Role The Channel Manager role is copied from the PRM Administrator role, and therefore the Channel Manager role initially has the same privileges as the PRM Administrator role. For the Channel Manager role, company administrators typically change some of the privilege settings. Oracle CRM On Demand for Partner Relationship Management 55 Configuration Guide Release 17 Rev. A
  • 56. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Channel Manager Role Table 20 shows the privilege settings that company administrators typically change for the Channel Manager role. CAUTION: Do not alter the settings for other privileges on the role (copied from the PRM Administrator role) unless it is a requirement for your company. Table 20. Privileges for the Channel Manager Role Category Privilege Assign Customization: Data Customize Application - Manage Custom Not Selected Object 01 Customization: Data Customize Application - Manage Custom Not Selected Object 02 Customization: Data Customize Application - Manage Custom Not Selected Object 03 Customization: Data Customize Application - Manage Custom Not Selected Object 04-10 Customization: Data Customize Application - Manage Custom Not Selected Object 11- 15 Customization: Layout Customize Application - Manage Dynamic Not Selected Layouts Customization: Layout Customize Application - Manage Homepage Not Selected Customization Customization Customize Application Not Selected PRM Convert Deal Registrations Selected Tab Access and Order for the Channel Manager Role You do not need to change any of the settings in the tab access and order for the Channel Manager role (copied from the PRM Administrator role), unless your company has a requirement to change the settings. 56 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 57. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Partner Sales Rep Role Page Layout Assignment for the Channel Manager Role Table 21 shows the page layout assignments that company administrators typically configure for the Channel Manager role. Table 21. Page Layout Assignments for the Channel Manager Role Record Type Page Layout Name Fund Request Fund Request Page Channel Manager Layout Lead Lead Page Channel Manager Layout Opportunity Opportunity Page Channel Manager Layout Solution Solution Page Channel Manager Layout Deal Registration Deal Registration Page Channel Manager Layout Fund Fund Page Channel Manager Layout MDF Request MDF Request Page Channel Manager Layout Special Pricing Special Pricing Request Page Channel Request Manager Layout Special Pricing Product Special Pricing Product Page Channel Manager Layout Price List Price List Page Channel Manager Layout Price List Line Item Price List Line Item Page Channel Manager Layout Application Application Page Channel Manager Layout Partner Partner Page Channel Manager Layout Role Settings for the Partner Sales Rep Role This section describes typical role settings for the Partner Sales Rep role. It includes the following: ■ Record Type Access for the Partner Sales Rep Role on page 58 ■ Privileges for the Partner Sales Rep Role on page 59 ■ Tab Access and Order for the Partner Sales Rep Role on page 60 ■ Page Layout Assignment for the Partner Sales Rep Role on page 60 Oracle CRM On Demand for Partner Relationship Management 57 Configuration Guide Release 17 Rev. A
  • 58. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Partner Sales Rep Role Record Type Access for the Partner Sales Rep Role Table 22 shows the PRM-related record type access that company administrators typically configure for the Partner Sales Rep role. Table 22. Record Type Access for the Partner Sales Rep Role Can Read All Record Type Has Access Can Create records Account Selected Not selected Not selected Activity Selected Selected Not selected Assessment Selected Selected Not selected Asset Selected Not selected Not selected Books Selected Not selected Not selected Campaign Selected Not selected Not selected Contact Selected Selected Not selected Forecast Selected Selected Not selected Fund Selected Not selected Not selected Fund Request Selected Selected Not selected Deal Registration Selected Selected Not selected Deal Registration Produce Selected Selected Not Selected Revenue MDF Request Selected Selected Not selected Special Pricing Request Selected Selected Not selected Special Pricing Product Selected Selected Not selected Partner Special Pricing Not selected Not selected Not selected Request Household Not selected Not selected Not selected Lead Selected Selected Not selected Opportunity Selected Selected Not selected Partner Selected Not selected Not selected Partner program Selected Not selected Not selected Partner Program Membership Selected Not selected Not selected Service Request Selected Selected Not selected Solution Selected Not selected Selected Applications Not selected Not selected Not selected 58 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 59. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Partner Sales Rep Role Privileges for the Partner Sales Rep Role Table 23 shows the PRM-related privilege settings that company administrators typically configure for the Partner Sales Rep role. Table 23. Privileges for the Partner Sales Rep Role Category Privilege Assign Analytics Access Analytics Dashboards Selected Analytics Access Analytics Reports Selected Analytics Access Analytics Reports View Prebuilt Analysis Selected CRM:Marketing Archive Leads Selected CRM:Marketing Convert Leads Selected CRM:Marketing Partner Offerings Selected CRM:Marketing Qualify Leads Selected CRM:Marketing Reject Leads Selected CRM:Partners Manage Fund Requests Access Selected CRM:Partners Manage Fund Access Selected CRM Share Calendar Selected Customization:Layout Personalize Homepages Selected Data Management: Export List Export Selected Data Management Mass Update Selected Desktop/Mobile Enable Offline Access Selected Desktop/Mobile Enable PIM Sync Access Selected Desktop/Mobile Outlook/Notes Email Integration Selected Integration:Widgets Embed CRRM OnDemand Widgets Selected My Setup Reset Personal Password Selected PRM Manage PRM Books and WF Selected PRM Convert Deal Registrations Not Selected PRM Manage PRM Access Not Selected Oracle CRM On Demand for Partner Relationship Management 59 Configuration Guide Release 17 Rev. A
  • 60. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Role Settings for the Partner Sales Rep Role Tab Access and Order for the Partner Sales Rep Role Table 24 shows the tab access and order settings that company administrators typically configure for the Partner Sales Rep role. Table 24. Tab Access and Order for the Partner Sales Rep Role Tab Move to Homepage Selected Tabs Calendar Selected Tabs Leads Selected Tabs Opportunity Selected Tabs Fund Selected Tabs Solution Selected Tabs Partner Program Selected Tabs Partner Not Selected Deal Registrations Selected Tabs SP Requests Selected Tabs MDF Requests Selected Tabs Applications Selected Tabs Page Layout Assignment for the Partner Sales Rep Role Table 25 shows the page layout assignments that company administrators typically configure for the Partner Sales Rep role. Table 25. Page Layout Assignment for the Partner Sales Rep role. Record Type Page Layout Name Fund Fund Page Partner Sales Rep Layout Fund Request Fund Request Page Partner Sales Rep Layout Lead Lead Page Partner Sales Rep Layout Opportunity Opportunity Page Partner Sales Rep Layout Opportunity Product Revenue Opportunity Product Revenue Page Standard Layout Product Product Page Standard Layout Partner Program Partner Program Page Partner Sales Rep Layout Solution Solution Page Partner Sales Rep Page Layout 60 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 61. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Adding Partner Users Table 25. Page Layout Assignment for the Partner Sales Rep role. Record Type Page Layout Name Task Task Page Standard Layout Deal Registration Deal Registration Page Partner Sales Rep Layout MDF Request MDF Request Page Sales Rep Layout Special Pricing Request Special Pricing Request Page Sales Rep Layout Special Pricing Product Special Pricing Product Page Sales Rep Layout Privileges for the Partner Administrator Role Table 26 shows the PRM-related privilege settings that company administrators typically configure for the Partner Administrator role. Table 26. Privileges for the Partner Administrator Role Category Privilege Assign PRM Manage Users within the Partner Organization Selected Adding Partner Users A partner user is a user who has the Partner Organization field populated on their user record, and thus has access to the records for that partner organization. You can configure existing users to be partner users, and you can add new partner users. Complete the following procedures to configure partner users. You must first configure the User Admin page layout, then set up a user as a partner user. This task is a step in Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19. The following procedure describes how to configure the User Admin page layout. To configure the User Admin page layout 1 In Oracle CRM On Demand, click Admin, and then click Application Customization. 2 In the Record Type Setup section, click User. 3 In the Page Layout Management section, click User Admin Page Layout. 4 In the User Admin Page Layout page, click the name link of the page layout you want to change (that is, the page layout for the role given to users who can create and manage other users, typically the Administrator role). 5 User the arrows to move the Partner Organization field to the section of the page where you want the field to appear. 6 Click Finish to save your changes. Oracle CRM On Demand for Partner Relationship Management 61 Configuration Guide Release 17 Rev. A
  • 62. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM 7 Sign out of Oracle CRM On Demand and sign in again, to activate the changes. The following procedure describes how to set up a user as a partner user. To set up a user as a partner user 1 In Oracle CRM On Demand, click Admin. 2 In the User Management and Access Controls section, click User Management and Access Controls. 3 On the User Management and Access Controls page, click User Management. 4 On the User List page, do one of the following: ■ To add a new user, click New User. ■ To edit an existing user, click the Edit link beside the user name. 5 In the Partner Organization field on the User Edit page, click the lookup icon and choose the partner organization with which the user is to be associated. 6 Save your changes. Partner Self Administration: The Partner Self Administration privilege should be given to Partner Administrators. This privilege allows the user with the Partner Administrator role to navigate to Admin, Partner Self Administration, Edit/Create users. The administrator will only have access to users within their own organization and all users that are added will be automatically assigned to the Partner Admin’s Partner Organization. Process of Configuring Books and Workflow Rules for PRM To configure books and workflow rules for PRM, perform the following tasks. This process is a step in Roadmap for Configuring Oracle CRM On Demand for Partner Relationship Management on page 19. 1 Creating the Partner Organization Book Type on page 67. 2 Configuring Workflow Rule Actions for Partner Account Synchronization on page 67 For information about using books and workflow rules for PRM, see About Using Books and Workflow Rules for PRM on page 62. About Using Books and Workflow Rules for PRM Your company can use books and workflow rules to manage user access to partner account records and their associated records. Typically, companies create one book for each partner organization, but it is also possible to use multiple books for one partner organization. 62 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 63. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM To support the use of books for PRM, the PRM administrator creates the Partner Organization book type. Then, when channel managers create books for partner accounts, they complete the following steps: 1 Select Book Type of Partner Organization 2 Relate the appropriate Partner in the Partner Field. 3 Save the Record 4 Edit the Book Record and add the users who need access to the partner organization’s The users added to the book do not have to be all the users within the application. The users should be those people within the partner organization that should always have the access (as defined when adding a user to a book) to the record that the book is added. Note that standard application visibility and access to the record that the book will be added applies. 5 When a partner account is linked to another record, the linked record can also be associated with the partner organization’s book. A book can be associated with a record in two ways: ■ By adding the book to the Book related information list on a record. ■ Automatically, through a workflow rule. NOTE: You can use numerous books to represent a grouping of Partner Users. The books do not all need to be defined as type: Partner Organization and they do not all need to have a Partner defined. Books with the Partner defined will be synced to records if the Workflows described in this section are used within the Brand Owners implementation. If you only want one partner book synced based on the workflow rules you only have one book per partner with the partner defined. Define the other books used for partner users without the specified partner. You can create workflow rules with PRM-specific actions to support the automatic association and dissociation of partner accounts and partner organization books with records. For example, you can use workflow rules to ensure that when a partner account is linked to an opportunity, the partner organization's book (or books) is also automatically added to the opportunity. This provides visibility to the opportunity record for all users of the partner organization (that is, the users who are associated with the partner organization’s book) at one time. Or, you can create a workflow rule that automatically links a partner account to a record when a book associated with the partner account is associated with the record. The workflow rule also removes the partner organization’s book from a record when the partner account is unlinked from the record. When a partner organization’s book is removed from the record, the users of the partner organization no longer have visibility to the record by means of the book. The following workflow rule actions are specific to managing partner accounts: ■ Partner Book Sync. Synchronizes book associations when a partner account is another record. When the relationship of the account to that record is removed, the associated Partner Books (books where the partner is defined for the specific Partner Account) are removed. For example, when Partner Account A is linked to an opportunity record, all books defined as Partner A are also associated with the opportunity. If the association between the partner account and the opportunity is broken, then this workflow action removes the books for that partner account. Oracle CRM On Demand for Partner Relationship Management 63 Configuration Guide Release 17 Rev. A
  • 64. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM ■ Book Partner Sync. Links a partner account to a record when a book associated with the partner account (and Partner field is specified on the book) is associated with the record. This workflow action also removes the partner account relationship from a record when a book associated with the partner account is removed from the record. If multiple books are associated with that partner account, other books associated with the partner account are also synchronized with the record. ■ Owner Partner Account Sync. When the record owner is a partner user (and the Partner Organization is populated in the user record), the workflow synchronizes the record owner's partner account, and its associated books (all books associated to that partner via the Partner field), with the record. If the owner is changed (and not part of the current partner account), then all the books for the original partner are removed and that partner account is removed. An owner is automatically added to the team when the owner is added to the record. The user will also remain on the team if the user is removed from the Owner field. The workflow rule actions for partner accounts are supported for the following record types: ■ Account ■ Lead ■ Opportunity ■ Fund ■ Fund Credits ■ Fund Debits ■ Partner Program Table 27 shows the actions that are available for each workflow trigger event. The PRM-specific actions are shown in bold text. Table 27. PRM Trigger Events and Actions Trigger Event Available Action When a new record is saved Create Email Notification Create Task Assign a Book Create Integration Event Partner Book Sync Book Partner Sync Owner Partner Account Sync 64 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 65. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 27. PRM Trigger Events and Actions Trigger Event Available Action When a modified record is saved Create Email Notification Create Task Assign a Book Create Integration Event Partner Book Sync Owner Partner Account Sync When a record is deleted Create Email Notification Create Task Create Integration Event Partner Book Sync Book Partner Sync Before a modified record is saved Update Values Partner Book Sync Owner Partner Account Sync Table 28 describes the configurations for PRM-specific workflow rule actions. Table 28. Workflow Actions for Partner Accounts Workflow Rule Configured Action On Trigger Event and Outcome Notes Partner Child Record When new record is saved. All None Book Sync (for example, books associated with the partner Account account are associated with the child Partner) record. When record is deleted. All books associated with the partner account are removed from the child record. Before modified record is saved. If the partner account on the child record was changed, all books associated with the old partner account are removed from the child record. Oracle CRM On Demand for Partner Relationship Management 65 Configuration Guide Release 17 Rev. A
  • 66. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 28. Workflow Actions for Partner Accounts Workflow Rule Configured Action On Trigger Event and Outcome Notes When modified record is saved. If the partner account on the child record was changed, all books associated with the new partner account are associated with the child record. Book Child record When new record saved. The book's Removing a book makes Partner for the book partner account is associated with the the partner account child Sync (Example: child record for the book. All other record inactive, but Account Book) books associated with the partner doesn't delete it. But account are also associated with the either removing a child record for the book. partner account child or making it inactive, When record is deleted. The book's deletes the books partner account is removed from the child record for the book. Owner Parent Record When new record saved. The record To ensure that the book Partner (Example: owner's partner account is associated information is Account Lead) with the parent record. All books synchronized, you must Sync associated with the partner account specify workflow rules are also associated with the parent with the When new record. record saved trigger, and a rule with the When Before modified record saved. If modified record is saved the owner of the parent record was trigger. changed from a partner user, the old owner's partner account is removed However, depending on from the parent record. All other books your company's associated with the old record owner's business rules, you may partner account are also removed from or may not choose to set the parent record. (This is optional up a rule using the depending on business rules) Before modified record saved trigger, if your When modified record saved. If the business rules dictate owner of the parent record was that changing an owner changed to a partner user, the new should not necessarily owner's partner account and remove the old owner's associated books are associated with partner account and the parent record. books from the record type. 66 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 67. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Creating the Partner Organization Book Type Complete the steps in the following procedure to create the Partner Organization book type. This task is a step in Process of Configuring Books and Workflow Rules for PRM on page 62. To create the Partner Organization book type 1 In Oracle CRM On Demand, click Admin, and then click Application Customization. 2 In the Record Type Setup section, click Book. 3 In the Book Application Customization page, click Book Field Setup. 4 Click the Edit Picklist link for the Book Type field. Enter the value Partner Organization in the picklist, and save your changes. For more information about editing picklist fields, see Changing Picklist Values in Oracle CRM On Demand Online Help. Configuring Workflow Rule Actions for Partner Account Synchronization Complete the following procedure to configure workflow rule actions to synchronize partner account information. This task is a step in Process of Configuring Books and Workflow Rules for PRM on page 62. To configure a workflow rule action to synchronize partner account information 1 Create and save the workflow rule. For more information about working with workflow rules, see Business Process Management topics and other workflow-related topics in Oracle CRM On Demand Online Help. The following is a PRM example of how to use workflow to automatically add a Partner Book to an Opportunity when the Partner Organization is related to the Opportunity. This action gives users within the related Partner Book the same level of access to the Opportunity record as they have to their book. Create New Workflow Record. a Populate the Workflow Name. b Select Active. c Select the Record type of Opportunity. d Select Trigger Event When new record saved. e Save. Oracle CRM On Demand for Partner Relationship Management 67 Configuration Guide Release 17 Rev. A
  • 68. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM 2 In the Actions title bar on the Workflow Rule Detail page, click Menu, and then select the type of action that is to be performed. The trigger event on the workflow rule determines what types of actions can be created on the rule. Workflow rule actions for partner accounts are described in Table 28. 3 In the Key Action Details section of the Workflow Action Edit page, enter a name for the action. If you want to enable the action, select the Active check box. 4 Save the action. For the PRM Example from Step 1 the following steps would be taken a From Actions Menu select Sync Owner Partner. b Provide an appropriate name. c Select Active. d Save. 68 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 69. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Each Type of Workflow Action is listed below with the details needed to set up an example of each rule. The workflows below are listed in sort order in the Workflow Rules list view. They do not need to be named as they are in Table 29. Table 29. Book Partner Sync Workflow Actions A Partner Book association with a record is changed: Workflow changes the Partner Account association with the Book Partner Synch record Work Flow Menu Selection Workflow Name Record Type Trigger Event Action BPS_AcctBook_NewRecSav Account Book When new record is Sync Book Partner saved BPS_AcctBook_RecDel Account Book When record is Sync Book Partner deleted BPS_FundBook_NewRecSav Fund Book When new record is Sync Book Partner saved BPS_FundBook_RecDel Fund Book When record is Sync Book Partner deleted BPS_LeadBook_NewRecSav Lead Book When new record is Sync Book Partner saved BPS_LeadBook_RecDel Lead Book When record is Sync Book Partner deleted BPS_OptyBook_NewRecSav Opportunity Book When new record is Sync Book Partner saved BPS_OptyBook_RecDel Opportunity Book When record is Sync Book Partner deleted BPS_ProgBook_NewRecSav Program Book When new record is Sync Book Partner saved BPS_ProgBook_RecDel Program Book When record is Sync Book Partner deleted Table 30. Owner Partner Sync Workflow Actions The Partner User association as record Owner is changed: Workflow associates/disassociates the Partner Book and Owner Partner Synch Partner Account with the record Work Flow Menu Selection Workflow Name Record Type Trigger Event Action Oracle CRM On Demand for Partner Relationship Management 69 Configuration Guide Release 17 Rev. A
  • 70. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 30. Owner Partner Sync Workflow Actions The Partner User association as record Owner is changed: Workflow associates/disassociates the Partner Book and Owner Partner Synch Partner Account with the record OPS_Acct_BeforeModRecSav Account Before modified Sync Owner Partner record is saved OPS_Acct_NewRecSav Account When modified Sync Owner Partner record is saved OPS_Acct_NewRecSav Account When new record is Sync Owner Partner saved OPS_Fund_BeforeModRecSav Fund Before modified Sync Owner Partner record is saved OPS_Fund_NewRecSav Fund When modified Sync Owner Partner record is saved OPS_Fund_NewRecSav Fund When new record is Sync Owner Partner saved OPS_Lead_BeforeModRecSav Lead Before modified Sync Owner Partner record is saved OPS_Lead_NewRecSav Lead When modified Sync Owner Partner record is saved OPS_Lead_NewRecSav Lead When new record is Sync Owner Partner saved OPS_Opty_BeforeModRecSav Opportunity Before modified Sync Owner Partner record is saved OPS_Opty_ModRecSav Opportunity When modified Sync Owner Partner record is saved OPS_Opty_ModRecSav Opportunity When new record is Sync Owner Partner saved OPS_Prog_BeforeModRecSav Partner Program Before modified Sync Owner Partner record is saved OPS_Prog_ModRecSav Partner Program When modified Sync Owner Partner record is saved OPS_Prog_NewRecSav Partner Program When new record is Sync Owner Partner saved 70 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 71. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 31. Partner Book Sync Workflow Actions A Partner Account association with a record is changed: Workflow changes the Partner Book Partner Book Synch association Work Flow Menu Selection Workflow Name Record Type Trigger Event Action PBS_AcctPart_BeforeModRecSav Account Partner Before modified Sync Partner Books record is saved PBS_AcctPart_ModRecSav Account Partner When modified Sync Partner Books record is saved PBS_AcctPart_NewRecSav Account Partner When new record Sync Partner Books is saved PBS_AcctPart_RecDel Account Partner When record is Sync Partner Books deleted PBS_FundMemb_BeforeModRecSav Fund Before modified Sync Partner Books Membership record is saved PBS_FundMemb_ModRecSav Fund When modified Sync Partner Books Membership record is saved PBS_FundMemb_NewRecSav Fund When new record Sync Partner Books Membership is saved PBS_FundMemb_RecDel Fund When record is Sync Partner Books Membership deleted PBS_LeadPart_BeforeModRecSav Lead Partner Before modified Sync Partner Books record is saved PBS_LeadPart_ModRecSav Lead Partner When modified Sync Partner Books record is saved PBS_LeadPart_NewRecSav Lead Partner When new record Sync Partner Books is saved PBS_LeadPart_RecDel Lead Partner When record is Sync Partner Books deleted PBS_OptyPart_BeforeModRecSav Opportunity Before modified Sync Partner Books Partner record is saved PBS_OptyPart_ModRecSav Opportunity When modified Sync Partner Books Partner record is saved PBS_OptyPart_NewRecSav Opportunity When new record Sync Partner Books Partner is saved PBS_OptyPart_RecDel Opportunity When record is Sync Partner Books Partner deleted Oracle CRM On Demand for Partner Relationship Management 71 Configuration Guide Release 17 Rev. A
  • 72. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 31. Partner Book Sync Workflow Actions A Partner Account association with a record is changed: Workflow changes the Partner Book Partner Book Synch association PBS_ProgMemb_BeforeModRecSav Program Before modified Sync Partner Books Membership record is saved PBS_ProgMemb_ModRecSav Program When modified Sync Partner Books Membership record is saved PBS_ProgMemb_NewRecSav Program When new record Sync Partner Books Membership is saved PBS_ProgMemb_RecDel Program When record is Sync Partner Books Membership deleted Viewing Workflow Results Before you can view the results of your workflow, you must: ■ Define a partner organization (Partner A) on the user record. ■ Create a book as a Partner Book and define the partner as Partner A. ■ For each Record Type there must be 1 Rule and 1 Action defined per Trigger Event and Action combo. a A workflow Rule must be created. See Process of Configuring Books and Workflow Rules for PRM on page 62. b A workflow Action must be created. See Configuring Workflow Rule Actions for Partner Account Synchronization on page 67. c Make sure Rule and Action are set to Active. Perform the following steps to view the results of your workflow. To view workflow results 1 Select a record for which the workflow will execute, and establish a partner relationship appropriately. Table 32. Object Records and their Required Partner Relationship Attributes Object Record Required Partner Relationship Attributes Accounts when adding Account Relationship must be defined with the Relationship Type of Partners PRM Covering Partner or PRM Covered Item. Opportunity when adding Relationship must be defined with the Relationship Type of Opportunity Partners PRM Covering Partner or PRM Covered Item. 72 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 73. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM Table 32. Object Records and their Required Partner Relationship Attributes Object Record Required Partner Relationship Attributes Programs when adding Program When adding the Partner in the related item select the Active Memberships flag (this flag may need to be added to your page layouts for related items). Funds when adding Fund When adding the Partner in the related item select the Active Memberships flag (this flag may need to be added to your page layouts for related items). Leads when adding Lead Partners When adding the Partner in the related item select the Active flag (this flag may need to be added to your page layouts for related items). 2 Save the Relationship Record you selected in Step 4. 3 Save the Object Record. 4 View Books related item on the Object. The appropriate book defined for Partner A above should be added. a If Books aren’t a related item that is visible to you, update the access profile appropriately. b Log out. c Log in. d View again. Oracle CRM On Demand for Partner Relationship Management 73 Configuration Guide Release 17 Rev. A
  • 74. Configuring Oracle CRM On Demand for Partner Relationship Management ■ Process of Configuring Books and Workflow Rules for PRM 74 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 75. 5 Managing Partner Relationships This chapter provides examples of tasks and processes that channel managers and partner users perform to manage partner relationships. Your company can customize the tasks to meet its requirements. The chapter includes the following topics: ■ About Partner Account and Profiling Management on page 76 ■ Example of Creating Partner Accounts on page 78 ■ About Partner Program Management on page 80 ■ Defining a Partner Program (Channel Manager) on page 80 ■ About Lead Management on page 81 ■ Example of Managing Leads on page 81 ■ About Managing Deal Registration on page 82 ■ Example of Managing Deal Registration on page 84 ■ Deal Registration in Prior Releases on page 87 ■ The Deal Registration Process on page 88 ■ About Fund Management on page 89 ■ Example of Managing Funds (Channel Managers) on page 89 ■ About Fund Request Management on page 90 ■ Example of Managing Fund Requests (Partner Users) on page 90 ■ About Fund Request Claims Management on page 91 ■ Example of Managing Fund Request Claims on page 91 ■ About MDF Request Management on page 92 ■ Example of Managing MDF Requests (Partner Users) on page 93 ■ About MDF Claims Management on page 93 ■ Example of Managing MDF Claims on page 94 ■ About Special Pricing Request Management on page 95 ■ Example of Managing Special Pricing Requests (Partner Users) on page 95 ■ About Special Pricing Claims Management on page 96 ■ Example of Managing Special Pricing Claims on page 96 ■ About Applications on page 97 ■ Example of Managing Applications (Channel Manager) on page 98 ■ About Partner Content Management on page 98 Oracle CRM On Demand for Partner Relationship Management 75 Configuration Guide Release 17 Rev. A
  • 76. Managing Partner Relationships ■ About Partner Account and Profiling Management ■ Example of Managing Partner Content on page 99 About Partner Account and Profiling Management A PRM partner account is an account with the Account Type set to Partner, and the Managed Partner Flag = 'Y'. PRM Partner accounts are records that track information about partners that have or will have users in Oracle CRM On Demand for Partner Relationship Management. Oracle recommends that two separate records are created if the Brand Owner company works with another company both as a PRM partner and as an account to which the Brand Owner sells. Working with partner records, you can define the business and the partnership profile information as well as the partnership information for the brand owner and the partner. Examples of partner profile information are company name, address, phone numbers, fax number, Web site, annual revenue, number of employees, market, industry, and a description of the business. You can work with partner accounts through the Accounts tab or through the Partners tab, but there are some actions that are possible in only one of the tabs. For more information, see Guidelines for Working With Partner Accounts on page 76. Guidelines for Working With Partner Accounts When you are setting up and working with partner accounts, consider the following guidelines: ■ Partner accounts are a subclass of accounts. Because the partner record type is a subclass of the account record type, custom fields added to the Account record type also appear in the Partner record type. However, the reverse is not true; custom fields added to the Partner record type are not available in the Account record type. NOTE: When you edit a partner account from the Accounts tab, the Account Type field (set to Partner) is visible. When you edit a partner account from the Partners tab, the Account Type field is not visible, because the only account type that a partner account can have is Partner. ■ Creating partner accounts. Oracle recommends that a PRM partner account is created and managed through the partner tab. You can create PRM partner accounts through the Accounts tab, or through the Partners tab. If you create the account through the Partners tab, the account type is automatically set to Partner and the Managed Partner Flag is automatically set to Y. If you create an account through the Accounts tab and want to designate it as a partner account, you must set the Account Type field to Partner and the Managed Partner Flag to Y if you want the record to be treated as a PRM partner account in the Partner object. Designating an account as a partner account results in the account being visible through the Partners tab. 76 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 77. Managing Partner Relationships ■ About Partner Account and Profiling Management ■ Changing the account type. You cannot change the account type of a partner account to anything other than Partner while the Partner Organization Status on the partner account is set to Active. To change the account type of a partner account, you must first set the Partner Organization Status on the account to Inactive through the Partners tab. You can then change the Account Type value through the Accounts tab. ■ Deleting Partner Accounts. Oracle CRM On Demand does not allow you to delete an active partner account (that is, an account of the type Partner, where the Partner Organization Status is set to Active) from the Accounts tab. This is because partner accounts can have opportunities and other records associated with them. Also, you cannot delete an account from the Partners tab, you can only make the partner account inactive. To delete a partner account, you must first set the Partner Organization Status on the account to Inactive through the Partner tab. You can then delete the account through the Accounts tab. When you delete a partner account from the Accounts tab, Oracle CRM On Demand checks to make sure that the Partner Organization Status on the account is set to Inactive, to prevent accidental deletion of an active partner record. For more information, see Deleting and Restoring Records in Oracle CRM On Demand Online Help. ■ Partner Hierarchy. You can indicate partner hierarchies, such as a company that is a subsidiary of another company, by defining a parent-child relationship between accounts. The user of the parent account allows a hierarchy to be defined.For more information, see Specifying Parent Accounts in Oracle CRM On Demand Online Help. About Book Management Using books to manage visibility to partner records ensures that one partner organization’s critical information or records are secure from users in another partner organization, unless one partner organization explicitly gives another access rights. Books also control visibility to records, so that all of the users who are associated with a partner organization’s book have visibility to the partner organization record, and to all records that are linked to the partner organization’s book. When a partner account is linked to another record, the linked record can also be associated with the partner organization’s book. Records can be associated with books either manually (by adding the book to the Book related information section on a record), or through workflow rules. For information about using workflow rules to associate books with records, see Process of Configuring Books and Workflow Rules for PRM on page 62. The record types that books can be associated with are: ■ Account ■ Application ■ Deal Registration ■ MDF Requests ■ SP Requests Oracle CRM On Demand for Partner Relationship Management 77 Configuration Guide Release 17 Rev. A
  • 78. Managing Partner Relationships ■ Example of Creating Partner Accounts ■ Partner ■ Partner Program ■ Opportunity ■ Lead ■ Fund Table 33 describes some of the fields that are important when defining a book for a partner organization. Table 33. Fields Supporting PRM Book Management Requirements Field Description Book Type Used to define a partner organization’s book. When you create partner organization books, you select the Partner Organization value (which is set up by the company administrator). Partner The partner organization associated with the book. Partner Location The Partner Location value is derived from the partner account record, and is automatically populated by default. The value is based on the partner account relationship that is created when the Partner field is populated. Example of Creating Partner Accounts This topic provides one example of a process for creating partner accounts. Your company may follow a different process according to its business requirements. To create a partner account, channel managers perform the following tasks: 1 Creating Partner Accounts (Channel Managers) on page 78 2 Creating Partner Organization Books (Channel Managers) on page 79 Creating Partner Accounts (Channel Managers) Complete the steps in the following procedure to create a partner account. To create a partner account 1 Navigate to the Partners tab and create a new partner account. 2 Set the status of the partner account to Active. 78 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 79. Managing Partner Relationships ■ Example of Creating Partner Accounts 3 Save the partner account. For more information about creating partner accounts, see the Partners section of Oracle CRM On Demand Online Help. NOTE: Fields can be added to, or removed from, the Partner Detail page. If there are fields that you want to add to the Partner Detail page, work with your PRM Administrator to add the fields. NOTE: When a PRM Partner is created and the Partner Organization Status is set to Active and the record is saved, a Partner Book is automatically created. As users are added to Oracle CRM On Demand for Partner Relationship Management as members of this PRM Partner Organization they are automatically added to the book that was created. This book is the book that a Partner record is placed in when a Partner Relationship is defined for the Partner and Partner Access or Reciprocal Access is selected. This book can be accessed in the Book related item for Partner. More information on this process is available in the Partner OLH. Creating Partner Organization Books (Channel Managers) Complete the steps in the following procedure to create a partner organization book. To create a partner organization book 1 In Oracle CRM On Demand, click Admin. 2 In the User Management and Access Controls section of the Admin Homepage, click Book Management. 3 On the Book Hierarchy page, click New. 4 On the Book Edit page, enter the information for the book, including the fields shown in the following table, and then save your record. The following table describes the settings for the fields on partner organization books. Field Description Book Name It is recommended that you define a naming convention such as: Partner Book - Company A - Location Book Type Choose the Partner Organization value from the picklist. Partner Click the lookup icon and choose the partner organization with which the partner book will be associated. Can Contain Data Select the check box. 5 On the Book Details page, on the title bar of the Book Users section, click Add Users. Oracle CRM On Demand for Partner Relationship Management 79 Configuration Guide Release 17 Rev. A
  • 80. Managing Partner Relationships ■ About Partner Program Management 6 In the Book Users Edit page, choose the users whom you want to associate with the book (that is, the users who are to have visibility to the partner account record, and to the records linked to the partner account.) 7 Select a book user role (optional) and a book access profile for each user. For information about book user roles and book access profiles, see the About Books section in Oracle CRM On Demand Online Help. 8 Save your record. For more information about books, see Setting Up Books in Oracle CRM On Demand Online Help. About Partner Program Management Partner programs are designed by the brand owner company to help manage the life cycle of partners, from recruiting and segmenting partners to supporting funding programs, and to encourage the registration of deals. A partner program describes the requirements and benefits for partners when they are members of the partner program. Program records allow you to manage different types and levels of partner programs and to administer partner program memberships. NOTE: For more information about the fields on the Partner Program page, see Oracle CRM On Demand Online Help. Defining a Partner Program (Channel Manager) Complete the steps in the following procedure to define a partner program. To define a partner program 1 Navigate to the Partner Programs tab and create a new partner program. 2 Define the Partner Program name and status, and other fields as applicable. 3 Save the Partner Program record. 4 In the Partner Program Details page, scroll down to the Program Membership section and click New to add a partner to the program. 5 In the Partner Name field, click the lookup icon and choose the name of the partner you want to add as a member of the program. 6 Complete other fields on the Program Membership Detail page as required. 7 Save the record. 80 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 81. Managing Partner Relationships ■ About Lead Management About Lead Management A brand owner can assign a lead or group of leads to a partner organization or to a specific partner user, such as a partner sales representative. The partner can then accept or reject the ownership of the lead. After the lead is accepted, the partner can follow the same lead management processes that are defined for an internal field sales representative. For more information, see the Leads section of Oracle CRM On Demand Online Help. Table 34 describes the fields that support PRM lead management. Table 34. Lead Management Fields for PRM Field Description Ownership Status Defines the current ownership status of the lead. Values include: ■ Transfer to Partner. The channel manager has transferred the lead to a Partner. ■ Accepted. A partner selects Accepted to accept the lead. ■ Declined. A Partner selects Declined to decline the lead. Channel Manager Read-only. This field contains the channel manager's name. The value is derived from the channel manager field on the partner record. Owner Partner Read-only. This field is automatically defaulted to the name of the Account partner company that the current owner of the lead works for. If the current owner is a brand-owner user, this field is defaulted to blank. Principal Partner The partner company that is currently responsible for the lead. Account Typically, this is the same as the Owner Partner Account, but could sometimes be different such as when the owner has out-sourced the follow-up. Originating Partner The name of the partner company that uncovered the lead. Account Example of Managing Leads This topic provides one example of a process for managing leads. Your company may follow a different process according to its business requirements. To manage leads, channel managers and partner users perform the following tasks: 1 Creating Leads for Partners (Channel Managers) on page 81 2 Taking Ownership of a Lead (Partner Users) on page 82 Creating Leads for Partners (Channel Managers) Complete the steps in the following procedure to create a lead. Oracle CRM On Demand for Partner Relationship Management 81 Configuration Guide Release 17 Rev. A
  • 82. Managing Partner Relationships ■ About Managing Deal Registration To create a lead for a partner 1 Navigate to the Lead tab and create a new lead. 2 Enter the lead’s name and completes other applicable fields. 3 In the Owner Full Name field, click the lookup icon and choose the new owner from a list of partner users. 4 Set the Ownership Status to Transfer to Partner. This indicates that you have transferred this lead to the partner user. 5 Save the lead record. When you save the record, the Owner Account field and the Channel Manager field are populated automatically from the partner account record associated with the new owner of the lead. Taking Ownership of a Lead (Partner Users) Complete the steps in the following procedure to take ownership of a lead. To take ownership of a lead 1 Log in to Oracle CRM On Demand, review the new lead in your list of leads and determine if you want to own the lead. 2 Accept or reject the lead, as follows: ■ To accept the lead, set the Ownership Status to Accepted. ■ To decline the lead, set the Ownership Status to Declined. 3 Save the record. 4 Follow the standard lead management process. For more information, see the Leads topics in Oracle CRM On Demand Online Help. About Managing Deal Registration Deal registration is a process by which a partner user registers a business opportunity with the brand owner in order to become eligible for benefits such as exclusive rights to the opportunity, additional rebates, pre-sales support, and so on. Typically, a partner user requests registration on an opportunity that he/she discovered. However, it is also possible that the partner might register an opportunity that was previously offered by the brand owner. Oracle CRM On Demand supports both possibilities by enabling a partner user to register new as well as existing opportunities. 82 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 83. Managing Partner Relationships ■ About Managing Deal Registration Table 35 describes the fields that support PRM deal registration. Table 35. Deal Registration Fields for PRM Field Description Name The name of the deal registration. Type The type of deal registration. Submission Status Indicates the current submission status of the registration. Possible values are Not Submitted, Submitted and Recalled. Expiration Date Date past which the registration becomes invalid. Special Price Reqd. Indicates whether or not a special price might be required for one or more products. ID System-assigned unique identifier of the deal registration. Principal Partner The Partner company that is leading the effort on the registration. Principal Partner The location of the principal partner. Location Partner Program Partner Program in which the principal partner is enrolled. Support Reqd. Indicates whether or not any pre-sales support is required on the deal. Associated Existing opportunity for which the registration is being requested. Opportunity New Opportunity Indicates whether or not the registration is for a new opportunity. Currency The type of currency on the deal. Close Date Date by which the deal is likely to close. Product Interest Broadly indicates the product area of the opportunity. Next Step The next logical step in the selling process of the deal. Associated Customer Customer associated with the deal. Must be an existing customer. New Customer Indicates whether or not the customer on the registration is a new customer. Company Name Name of the customer company. Country The country where the customer company is located. Address 1 First line of street address of the customer company. Address 2 Second line of the street address of the customer company. City City where the customer company is located. Postal Code Postal or Zip code of the customer company address above. Associated Contact Contact associated with the deal. Must be a contact already present in the system. Oracle CRM On Demand for Partner Relationship Management 83 Configuration Guide Release 17 Rev. A
  • 84. Managing Partner Relationships ■ Example of Managing Deal Registration Table 35. Deal Registration Fields for PRM Field Description New Contact Indicates whether or not the contact is new to the system. Mr./Ms. Salutation of the contact. First Name First name of the contact. Middle Name Middle name of the contact. Last Name Last name of the contact. Job Title Job title of the contact. Email Email address of the contact. Telephone # Telephone of the contact. Cell Phone Mobile telephone number of the contact. Fax Fax number of the contact. Approval Status Indicates the current approval status for the deal registration. Current Approver Name of the approver who must approve the registration next. Final Approver Name of the person who granted final approval for the deal registration. Submitted Date Date/Time at which registration was most recently submitted for approval. Approved Date Date/Time at which the registration received final approval. Reject Reason Indicates why the registration was returned or rejected. Owner Current owner of the registration. Owner Partner The partner company associated with the current owner. If current Account owner is a brand owner user, field is blank. Originating Partner Partner company that initially discovered or referred the deal. Account Example of Managing Deal Registration This topic provides one example of a process for managing deal registration. Your company may follow a different process according to its business requirements. To manage deal registration, channel managers and partner users perform the following tasks: 1 Creating and Submitting Deal Registrations (Partner Users) on page 85 2 Associating Deal Registration to Opportunity (Channel Manager) on page 85 3 Approving, Rejecting or Returning Deal Registrations (Channel Managers) on page 86 84 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 85. Managing Partner Relationships ■ Example of Managing Deal Registration Creating and Submitting Deal Registrations (Partner Users) Complete the steps in the following procedure to create and submit a deal registration. To create a deal registration 1 Navigate to the Deal Registrations page and create a new deal registration. 2 Specify the details for the deal registration as described below: a Specify name for the registration and other details such as expiration date and so on. b If the registration is for an existing opportunity, fill out the Associated Opportunity field as appropriate. Otherwise, if registration is for a new opportunity, check the New Opportunity check box and specify additional details such as Deal Size, Close Date, and so on. c If registration is for an existing customer, specify the Associated Customer field. If the deal is for a new customer, check the New Customer check box and specify additional details about the new customer. Do likewise for Contact as well. d If you need to assign ownership of the deal registration to a different user, specify the appropriate user in the Owner field. e Save the record. 3 If you know the likely product(s) on the deal, specify each as a line item on the registration. Provide as much information as possible, including price, quantity, and so on. To submit a deal registration When you are ready to submit the registration for approval, update the Submission status field from Not Submitted to Submitted and save the record. Associating Deal Registration to Opportunity (Channel Manager) When creating a new deal registration, it may or may not be associated with an opportunity. In most cases, the partner user has a new opportunity in mind when creating a deal registration and thus does not associate it with an existing opportunity. However, a deal registration cannot be approved unless it is associated with an opportunity. Thus, associating a deal registration with an opportunity is an important activity, usually performed by a brand owner user. This can either be done manually by populating the Associated Opportunity field or automatically by converting the deal registration to an opportunity. Complete the steps in the following procedure to associate a deal registration to an opportunity. To manually associate a deal registration to an opportunity 1 Select a deal registration that is in the appropriate approval status, for example Pending Approval. 2 Populate the Associated Opportunity field with the appropriate opportunity. 3 Save the record. Oracle CRM On Demand for Partner Relationship Management 85 Configuration Guide Release 17 Rev. A
  • 86. Managing Partner Relationships ■ Example of Managing Deal Registration To automatically associate a deal registration to an opportunity 1 Select a deal registration that is in the appropriate approval status, example Pending Approval. If your role has the privilege PRM: Convert Deal Registration, you would see a button labeled Convert to Opportunity on the deal registration details page. 2 Click Convert to Opportunity. 3 The deal registration conversion page is displayed. Some fields would be pre-populated with values from the deal registration. Modify the defaulted values as appropriate and click on save. 4 If the conversion is successful, a new opportunity would have been created and automatically associated with the deal registration. The Associated opportunity field on the registration would be populated with the newly-created opportunity. Approving, Rejecting or Returning Deal Registrations (Channel Managers) Complete the steps in the following procedure to approve, reject or return a deal registration. To approve or reject a deal registration 1 Navigate to the deal registration home page. Drill down into the list named Deal Registrations waiting for my approval. You should see a list of all deal registrations for which you are the current approver. 2 Review the Deal Registrations in the list and click the Edit link for the deal registration you want to review and act upon. 3 As part of your review of the deal registration for approval, Oracle recommends that you determine if the business opportunity specified on the deal registration already exists as a full- fledged opportunity in the system. If a matching opportunity exists, associate it with the deal registration by updating the Associated Opportunity field on the latter. 4 If no matching opportunity exists, the deal registration should be converted to an opportunity before approval. This is described in more detail in Associating Deal Registration to Opportunity (Channel Manager) on page 85. 5 Determine what the approval status on the deal registration is to be, and update the Approval Status field. The options are: ■ Approved. Use this status to indicate that the deal registration is approved, if you have the final approval authority. ■ Pending Approval. Use this status to indicate that you approve the deal registration, but another person in the approval hierarchy must make the final approval decision. ■ Returned. Use this status to return the deal registration to the partner user because additional information is needed. Optionally, you may also specify why you are returning the registration by typing an appropriate reason in the Reject Reason field. ■ Rejected. Use this status to reject the deal registration. Specify the reason for rejection in the Reject Reason field. 86 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 87. Managing Partner Relationships ■ Deal Registration in Prior Releases 6 If you set the approval status to Pending Approval, in the Approver field, choose the name of the brand owner user who must review this deal registration. Deal Registration in Prior Releases Before Release 17, Oracle CRM On Demand for Partner Relationship Management supported Deal Registrations through the use of opportunities. A partner user registered an opportunity by using the PRM-specific Registration status field available on the opportunity record. In order to maintain backward compatibility, Oracle CRM On Demand for Partner Relationship Management continues to support this approach; that is, a Deal Registration can be tracked and routed for approval by updating the Registration status field on an opportunity record. Note, however, that this approach suffers from the following limitations: ■ Registration of only pre-existing opportunity ■ Only one Registration (most recent) for an opportunity ■ No separate revenue line items for the Registration ■ Limited analytics capability ■ No association with other objects (including custom objects) Because of the above limitations, it is recommended that you track and maintain Deal Registrations using the current Release 17 approach. However, if you have a strong business need to continue using the older approach to Deal Registrations, you may do so but it is recommended that you do not expose both approaches to the same set of users. Table 36 describes the fields on the opportunity record that support PRM deal registration. Table 36. PRM specific Deal Registration fields on the Opportunity record Field Description Program Name The partner program with which the opportunity is associated Registration Status A status field used by the partner to indicate the status of the deal registration. Values are Submitted, Expired, Registered and Recalled. Ownership Status Used to define the current status of the ownership of the opportunity. Values include: ■ Transfer to Partner. This indicates that the channel manager has transferred the opportunity to a partner. ■ Accepted. The partner selects this value to accept the opportunity. ■ Declined. The partner selects this value to decline the opportunity. Approver The next approver for the deal registration. The next approver must be an employee at the brand owner company. Oracle CRM On Demand for Partner Relationship Management 87 Configuration Guide Release 17 Rev. A
  • 88. Managing Partner Relationships ■ The Deal Registration Process Table 36. PRM specific Deal Registration fields on the Opportunity record Field Description Approval Status Values include Pending Approval, Approved, Returned, and Rejected. This field can be edited by the channel manager only; partner users cannot edit this field. After the status is set to Approved, the Registration status changes to Registered. Channel Manager This field includes the channel manager's name, and the value is derived from the Channel Manager field on the partner record. The Deal Registration Process The following are the steps involved in a typical deal registration process under the older approach: NOTE: You can customize the process to suit your business requirements. 1 The partner navigates to the Opportunity screen, and completes the following tasks: ■ Adds a new opportunity record. ■ Enters the opportunity name (Opportunity A) and then completes other applicable fields. ■ Selects an Owner Full Name and then selects the appropriate Partner User. ■ Saves the opportunity record. After the record is saved, the Owner Account and the Channel Manager fields are populated. ■ The partner works on the opportunity. ■ For more information, see the Opportunities topics in Oracle CRM On Demand Online Help. ■ When the partner user is ready to register the opportunity for exclusive rights, the user sets the Registration Status to Submitted. 2 The channel manager logs in to the Oracle CRM On Demand application. ■ The channel manager creates an opportunity list, with the following list criteria: Opportunities with the Registration Status of Submitted, and the Channel Manager value should be set to the appropriate Channel Manager. The list is named Deal Registrations Submitted for My Approval. ■ The channel manager reviews the Deal Registrations Submitted for My Approval list and edits Opportunity A. ■ The channel manager reviews the Deal Registrations. ■ The channel manager determines if there are duplicate opportunities in the system registered by others, or owned by sales representatives within the company. ■ The channel manager determines what the Approval Status should be, and updates the field. The options are: ❏ Approved. The channel manager has the final approval authority and is approving the Deal Registration. 88 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 89. Managing Partner Relationships ■ About Fund Management ❏ Returned. The channel manager is returning the Deal Registration to the partner for additional information, which is noted on the record. ❏ Rejected. The channel manager has rejected the registration. It will not be approved. ❏ Pending Approval. The channel manager does not have the final approval authority. The channel manager approves the Deal Registration but another person in the approval hierarchy must make the final approval decision. The Approver field is updated with the brand owner user who must review this Deal Registration. NOTE: The brand owner user entered in the approver field must be on the sales team or included as part of an approver book. If approver books are used, the book must be defined using book management processes and the approver book must be added by means of a workflow to all submitted opportunities. 3 After approval is received, the opportunity management process continues. For more information, see the Opportunities topics in Oracle CRM On Demand Online Help. About Fund Management The creation, approval, and administration of Market Development Funds (MDF) and Special Pricing Authorization (SPA) programs are supported through the use of funds and fund request records. Funds and fund request records support financial information that can simplify the MDF and SPA management process, including information such as fund establishment, administration, requests, approvals, and claims management. Funds can be set up to support MDF or SPA processes by specifying an appropriate Fund Type. Example of Managing Funds (Channel Managers) This topic provides one example of a procedure for managing funds. Your company may follow a different procedure according to its business requirements. Complete the steps in the following procedure to manage a fund. To manage a fund 1 Navigate to the Fund page and create a new fund. 2 Complete the required fields. 3 In the Type field, choose a value. The options are ■ MDF for a Market Development Fund ■ SPA for a fund that supports Special Pricing Authorizations 4 Save the record. 5 In the Fund Detail page, navigate to Fund Partners, and add a new member to the fund. Fund members are partner accounts that have visibility to the fund. Oracle CRM On Demand for Partner Relationship Management 89 Configuration Guide Release 17 Rev. A
  • 90. Managing Partner Relationships ■ About Fund Request Management 6 Save the record. For more information about managing funds, see the Funds topics in Oracle CRM On Demand Online Help. About Fund Request Management Fund Requests are used to support MDF requests and SPA requests. MDF requests can be made so that a partner can have access to Market Development Funds. SPA requests are partner-requested price adjustments that are submitted for approval. PRM allows brand owners to approve or reject each request. Within the fund request, the relationship to an opportunity can be defined, if applicable. This allows a brand owner to review and understand the opportunity that the fund request supports. Table 37 describes the fields that support PRM Fund Request requirements. Table 37. Fields Supporting PRM Fund Requests Field Description Fund The fund associated with the fund request. Type Defines the type of request. Options are MDF (Market Development Fund) and SPA (Special Pricing Authorization). Opportunity The opportunity that the fund request is associated with. Opportunity The account associated with the created opportunity. Account Begin Date The start date on which the pre-approval is valid. End Date The date that the pre-approval is no longer valid. Owner Account Read only. The value is automatically populated after the record is saved. The field is populated with the record owner’s partner organization as defined on the user record. Channel Read only. This field is populated with the channel manager's name Manager derived from the channel manager field on the partner record. Approver The next approver for fund requests. The next approver must be an employee of the brand owner company. Example of Managing Fund Requests (Partner Users) This topic provides one example of a procedure for managing fund requests. Your company may follow a different process according to its business requirements. Complete the steps in the following procedure to manage a fund request. 90 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 91. Managing Partner Relationships ■ About Fund Request Claims Management To manage a fund request 1 Navigate to the Fund Request page, and create a new fund request. 2 Specify the details for the fund request, as follows: a Enter the Fund Request Name, and complete other required fields. b Select the fund with which the fund request is related. c Specify the type of fund (SPA or MDF). d Enter the requested amount in the Pre-Approval Req. field. e If you want to assign ownership of the fund request to another user, choose the appropriate partner user in the Owner field. 3 Save the record. 4 When you are ready to submit the request, change the value in the Status field to Pre-Approval Submitted, and save the record. About Fund Request Claims Management Using fund request claims, brand owners can automate the claims process. The claim can be submitted on the fund request that has been pre-approved, allowing for a direct correlation between the resources that were requested and the payments that went to the partner. Example of Managing Fund Request Claims This topic provides one example of a process for managing fund requests. Your company may follow a different process according to its business requirements. To manage fund requests, channel managers and partner users perform the following tasks: 1 Submitting Fund Request Claims (Partner Users) on page 91 2 Approving or Rejecting Fund Request Claims (Channel Managers) on page 92 Submitting Fund Request Claims (Partner Users) Complete the steps in the following procedure to submit a fund request claim. To submit a fund request claim 1 Navigate to the Fund Request page, and click the Edit link for the fund request for which you want to submit a claim. 2 Enter a value in the Claim Req. field to indicate the amount of money you are requesting. 3 Set the value in the Status field to Claim Submitted. Oracle CRM On Demand for Partner Relationship Management 91 Configuration Guide Release 17 Rev. A
  • 92. Managing Partner Relationships ■ About MDF Request Management 4 Save the record. Approving or Rejecting Fund Request Claims (Channel Managers) Complete the steps in the following procedure to approve or reject a fund request claim. To approve or reject a fund request claim 1 Create a fund request list named Claims Submitted for Approval, with criteria defined as Fund Requests with the status of Claim Submitted. 2 Review the submitted claim. 3 Determine what amount, if any, should be approved for the fund request, and edit the fund request as follows: ■ If the fund request is approved: ❏ Enter the approved amount in the Amount Approved field. ❏ Enter the date of the decision in the Claim Decision Date field. ❏ Set the Status field to Claim Approved. ■ If the fund request is not approved: ❏ Set the Status field to Claim Denied. 4 Save the record. After the fund request is approved, the fund management process continues. For more information, see the Funds topics in Oracle CRM On Demand Online Help. About MDF Request Management MDF requests can be made so that a partner can have access to Market Development Funds and promote the brand owner’s products in certain geographical areas or market its brand. PRM allows brand owners to approve or reject an MDF request. Table 38 describes the fields that support PRM MDF Requests. Table 38. Fields Supporting PRM MDF Requests Field Description Request Name The unique name of the MDF request. Principal Partner The Partner company that is leading the effort on the MDF request. Account Fund The name of the Fund associated to the MDF request. Due Date Date by which you need to have the MDF request approved. Expiration Date The date on which the MDF request is no longer valid. 92 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 93. Managing Partner Relationships ■ Example of Managing MDF Requests (Partner Users) Table 38. Fields Supporting PRM MDF Requests Field Description Start Date Date and time the marketing activity starts. End Date Date and time the marketing activity ends. Approver The name of the current approver. Approval Status Indicates the current approval status for the MDF request. Owner The name of the user who currently owns the MDF Request record. Owner Partner The partner account for which the owner works. Account Example of Managing MDF Requests (Partner Users) This topic provides one example of a procedure for managing MDF requests. Your company may follow a different process according to its business requirements. Complete the steps in the following procedure to manage a MDF request. To manage a MDF request 1 Navigate to the MDF Request page, and create a MDF request. 2 Specify the details for the MDF request, as follows: a Enter the Request Name, and complete other required fields. b Select the MDF fund with which the request is related. c Enter the start/end date and time for the marketing activity. d Enter the requested amount in the Pre-Approval Req. field. e Provide additional details and ROI justification for the event. f If you want to assign ownership of the MDF request to another user, choose the appropriate partner user in the Owner field. 3 Save the record. 4 When you are ready to submit the request, change the value of Submission Status field to Submitted and save the record. About MDF Claims Management Using MDF claims, brand owners can automate the claims process. The claim can be submitted on the MDF request, regardless whether it has been pre-approved or not. Pre-approvals are optional for MDF claims. Oracle CRM On Demand for Partner Relationship Management 93 Configuration Guide Release 17 Rev. A
  • 94. Managing Partner Relationships ■ Example of Managing MDF Claims Example of Managing MDF Claims This topic provides one example of a process for managing MDF claims. Your company may follow a different process according to its business requirements. To manage fund requests, channel managers and partner users perform the following tasks: 1 Submitting MDF Claims (Partner Users) 2 Approving or Rejecting MDF Claims (Channel Managers) Submitting MDF Claims (Partner Users) Complete the steps in the following procedure to submit a MDF request claim. To submit a MDF request claim 1 Navigate to the MDF Request page, and click the Edit link for the MDF request for which you want to submit a claim. 2 Enter a value in the Total Claim Amount Requested field to indicate the amount of money you are requesting. 3 Set the value in the Claim Status field to Claim Submitted. 4 Save the record. Approving or Rejecting MDF Claims (Channel Managers) Complete the steps in the following procedure to approve or reject a MDF request claim. To approve or reject a MDF request claim 1 Navigate to the MDF request list with the name MDF Requests Pending My Approval. 2 Review the submitted claim (with Claim Status equal to Claim Submitted). 3 Determine what amount, if any, should be approved for the MDF request, and edit the MDF request as follows: ■ If the MDF request is approved: ■ Enter the approved amount in the Total Claim Amount Approved field. ■ Enter the date of the decision in the Claim Decision Date field. ■ Set the Claim Status field to Claim Approved. 4 Save the record. After the MDF request claim is approved, the fund management process continues. For more information, see the Funds section in Oracle CRM On Demand Online Help. 94 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 95. Managing Partner Relationships ■ About Special Pricing Request Management About Special Pricing Request Management Special pricing requests are partner-requested price adjustments that are submitted for approval. Partner user can add multiple products on the special pricing request and indicate the requested cost for each one of them. Partner user can further provide additional information that would justify the requested discount. PRM allows brand owners to approve or reject each request. Within the special pricing request, the relationship to an opportunity can be defined, if applicable. This allows a brand owner to review the opportunity for which the special pricing request has been created. Table 39. Fields Supporting PRM Special Pricing Requests Field Description Request Name The unique name of the special pricing request. Principal Partner The Partner company that is leading the effort on the special pricing Account request. Fund The name of the Fund associated to the special pricing request. Due Date Date by which you need to have the special pricing request approved. Expiration Date The date on which the special pricing request is no longer valid. Deal Registration The deal registration for which the request is related. Partner Program The Partner Program with which the special pricing request is associated. Start Date Date and time the marketing activity starts. End Date Date and time the marketing activity ends. Approver The name of the current approver. Owner The name of the user who currently owns the MDF Request record. Owner Partner This is the partner account for which the owner works. Account Example of Managing Special Pricing Requests (Partner Users) This topic provides one example of a procedure for managing special pricing requests. Your company may follow a different process according to its business requirements. Complete the steps in the following procedure to manage a special pricing request. Oracle CRM On Demand for Partner Relationship Management 95 Configuration Guide Release 17 Rev. A
  • 96. Managing Partner Relationships ■ About Special Pricing Claims Management To manage a special pricing request 1 Navigate to the SP Requests page, and create a special pricing request. 2 Specify the details for the special pricing request, as follows: a Enter the Request Name, and complete other required fields. b Add any number of Products to the special pricing request. c Enter the requested cost for each Product in the Requested Cost field. d Provide additional information (competitive, and so on) that would justify the price reduction. e If you want to assign ownership of the special pricing request to another user, choose the appropriate partner user in the Owner field. 3 Save the record. 4 When you are ready to submit the request, change the value of the Submission Status field to Submitted and save the record. About Special Pricing Claims Management Using special pricing claims, brand owners can automate the claims process. The claim can be submitted on the special pricing request that has been pre-approved, allowing for a direct correlation between the resources that were requested and the payments that went to the partner. Example of Managing Special Pricing Claims This topic provides one example of a process for managing special pricing claims. Your company may follow a different process according to its business requirements. To manage special pricing claims, channel managers and partner users perform the following tasks: 1 Submitting Special Pricing Claims (Partner Users) 2 Approving or Rejecting Special Pricing Claims (Channel Managers) Submitting Special Pricing Claims (Partner Users) Complete the steps in the following procedure to submit a special pricing request claim. To submit a special pricing request claim 1 Navigate to the SP Request page, and click the Edit link for the special pricing request for which you want to submit a claim. 2 Enter a value in the Total Claim Amount Requested field to indicate the amount of money you are requesting. 96 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 97. Managing Partner Relationships ■ About Applications 3 Set the value in the Claim Status field to Claim Submitted. 4 Save the record. Approving or Rejecting Special Pricing Claims (Channel Managers) Complete the steps in the following procedure to approve or reject a special pricing request claim. To approve or reject a special pricing request claim 1 Navigate to the special pricing request list with named ‘Special Pricing Requests Pending My Approval’. 2 Review the submitted claim (with Claim Status of Claim Submitted). 3 Determine what amount, if any, should be approved for the special pricing request claim, and edit it as follows: ■ If the special pricing request is approved: ❏ Enter the approved amount in the Total Claim Amount Approved field. ❏ Enter the date of the decision in the Claim Decision Date field. ❏ Set the Claim Status field to Claim Approved. ■ If the special pricing request is not approved: ❏ Set the Claim Status field to Claim Denied. 4 Save the record. After the special pricing request claim is approved, the fund management process continues. For more information, see the Funds section in Oracle CRM On Demand Online Help. About Applications Applications can be used to manage partner applications Table 40 describes the fields that support PRM Application Requirements Table 40. Fields Supporting PRM Applications Field Description Request Name The unique name of the application. Principal Partner The Partner company that is leading the effort on the application. Account Fund The name of the Fund associated to the application. Due Date Date by which you need to have the application approved. Expiration Date The date on which the application is no longer valid. Oracle CRM On Demand for Partner Relationship Management 97 Configuration Guide Release 17 Rev. A
  • 98. Managing Partner Relationships ■ Example of Managing Applications (Channel Manager) Table 40. Fields Supporting PRM Applications Field Description Start Date Date and time the application starts. End Date Date and time the application ends. Approver The name of the current approver. Approver status Indicates the current approval status for the application. Owner The name of the user who currently owns the Application. Owner Partner This is the partner account for which the owner works. Account Channel Read only. This field is populated with the channel manager's name Manager derived from the channel manager field on the partner record. Example of Managing Applications (Channel Manager) This topic provides one example of a procedure for managing Applications. Your company may follow a different process according to its business requirements. Complete the steps in the following procedure to manage an Application. To manage an application 1 Navigate to the Application Page and create a new List to show all Applications where you are the Channel Manager and the status is Submitted. 2 Drill into an application. a Verify that all appropriate information is filled out b If appropriate, approve application c Record will be updated with appropriate timestamp For more information, see the Application section in Oracle CRM On Demand Online Help. About Partner Content Management PRM leverages existing solutions functionality to help brand owners to manage and deliver partner- specific content and collateral, and to ensure that important materials are only accessible by the internal sales team. This content management is made possible by the use of the Publish to PRM Users check box on solution records. The brand owner can select this check box when adding or editing solutions; if this check box is selected on a solution, partner users can see the solution when they log in to the application. If the check box is not selected, the solution is not available to partner users. 98 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 99. Managing Partner Relationships ■ Example of Managing Partner Content Table 41 describes the solution field that supports content management for PRM. Table 41. Solution Field Supporting Content Management for PRM Field Description Publish to PRM Users Selecting this check box on a solution allows the solution to be viewed by partner users. CAUTION: It is important for brand owner users who are developing content to understand that if the Publish to PRM User check box is selected on a solution, then the solution and any supporting material are visible to partner users. Example of Managing Partner Content This topic provides one example of a process for managing partner content. Your company may follow a different process according to its business requirements. To manage partner content, channel managers and partner users perform the following tasks: 1 Publishing Solutions for Partners (Channel Managers) on page 99 2 Reviewing Solutions (Partner Users) on page 99 Publishing Solutions for Partners (Channel Managers) Complete the steps in the following procedure to publish solutions for partners. To publish a solution for partner users 1 Navigate to the Solution page, and add a new solution record. 2 Enter the name of the solution, and complete other required fields. 3 Select the Publish to PRM Users check box. 4 Save the solution. Reviewing Solutions (Partner Users) Complete the steps in the following procedure to review solutions. To review solutions ■ Navigate to the Solutions tab, where the you can access solutions that have been made available to partner users. Oracle CRM On Demand for Partner Relationship Management 99 Configuration Guide Release 17 Rev. A
  • 100. Managing Partner Relationships ■ Example of Managing Partner Content 100 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A
  • 101. Index A fund requests access profile settings about managing 90 channel manager role 47 example of managing 90 partner sales rep role 47 funds access profiles about managing 89 copying 47, 48 adding members 89 default access profile 46 example of managing 89 owner access profile 46 market development funds 89 setting up for partner roles 46 special pricing authorizations 89 specifying access levels 46 L B leads Book Partner Sync action 64 about managing 81 book type, creating 67 creating for partners 81 books example of managing 81 about using for partner relationship taking ownership 82 management 62 transferring ownership 81, 82 Book Partner Sync action 64 configuring for partner relationship M management 62 market development funds (MDF) 89 creating book types 67 creating partner organization books 79 O Owner Partner Account Sync action 64 Oracle CRM On Demand for Partner Partner Book Sync action 63 Relationship Management configuring 19 C managing partner relationships 75 channel manager role Owner Partner Account Sync action 64 access profile settings 47 access profile settings for related P information 47 page layout wizard field layouts 26 copying page layouts 21 page layout assignments 57 editing sections 21 page layouts 22 setting up field layouts 21 privileges 55 setting up fields 21 record type access 55 setting up section names 21 tab access and order 56 page layouts assignments for channel manager role 57 F assignments for partner sales rep role 60 field layouts, setting up 21 copying 21 fields, setting up 21 setting up 19 fund request claims page sections, editing 21 about managing 91 partner accounts approving 92 about 76 example of managing 91 changing account types 77 rejecting 92 creating 76 submitting 91 creating hierarchies 77 Oracle CRM On Demand for Partner Relationship Management 10 1 Configuration Guide Release 17 Rev. A
  • 102. Index ■ R creating leads for partners 81 settings for partner sales rep role 49 deleting 77 role management wizard examples of creating 78 assigning homepage layouts 54 guidelines 76 assigning page layouts 54 partner organization status 77 assigning search layouts 54 supported workflow rule actions 64 setting up access profiles 54 Partner Book Sync action 63 setting up privileges 54 partner content setting up record type access 53 about managing 98 setting up tab access and order 54 example of managing 99 roles publishing solutions 99 configuring for partner relationship reviewing solutions 99 management 18 partner organization book type creating for partner relationship assigning to books 79 management 53 creating 67 settings for channel manager role 55 partner profiling, about 76 settings for partner sales rep role 57 partner programs adding members 80 S creating 80 section names, setting up 21 partner relationship management solutions about 9 publishing for partners 99 configuring 19 reviewing 99 configuring books 62 SPA, See special pricing authorizations configuring workflow rules 62 special pricing authorization 89 creating roles 53 status partner roles changing the type of an active partner creating 53 account 77 settings for channel manager role 55 deleting active partner accounts 77 settings for partner sales rep role 57 partner organization status 76 partner sales rep role access profile settings 47 access profile settings for related T information 49 tabs field layouts 38 access and order for channel manager page layout assignments 60 role 56 page layouts 36 access and order for partner sales rep page sections 23, 37 role 60 privileges 59 record type access 58 W tab access and order 60 workflow rules privileges about using for partner relationship settings for channel manager role 55 management 62 settings for partner sales rep role 59 actions for synchronizing partner account PRM, See partner relationship management books 63 Book Partner Sync action 64 R configuring for partner accounts 67 record types creating rule actions 67 access for channel manager role 55 Owner Partner Account Sync action 64 access for partner sales rep role 58 Partner Book Sync action 63 related information trigger events and actions 64 settings for channel manager role 47 102 Oracle CRM On Demand for Partner Relationship Management Configuration Guide Release 17 Rev. A