Compiled by: D.

Mohan Kumar

mohan.dhandapani@wipro.com

FAQ ORACLE CRM

CRM Applications
Business Intelligence Call Center Intelligence Customer Intelligence Marketing Intelligence Sales Intelligence Communications and Utilities Ecommerce $ill Presentment an' CRL Financials Payment CRL Suppliers iPayment CRL Supply Chain iStore%iMarketing (i Marketing for Communications )Internet Commerce Server* Sales for iStore ++i Communications iSupport Service for ,r'er Capture Communications Network Logistics -e# Customers Network Logistics Inventory Network Logistics Purchasing Network Logistics N !S S"P Num#er Porta#ility S"P Provisioning !ele$usiness for !elecommunications % &tilities Interaction Center Call Center Connectors Call Center !echnology Campaign Plus /mail Center Fulfillment Interaction $len'ing Insight I0R Integrator ,pentel Pre'ictive Scripting !elephony Manager &niversal -ork 1ueue

Foundation CRM Foun'ation .! CRM Foun'ation .!F CRM Foun'ation .!!

Marketing iMarketing ++i Marketing Marketing /ncyclope'ia System

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Sales

Ser ice Collections Fiel' Sales%Laptop Fiel' Sales%Palm !M "evices Fiel' Sales%-in'ows C/ Sales Sales an' Marketing Sales Compensation Sales ,nline !elesales

Contracts Contracts Core Contracts Integration Customer Care "efect an' /nhancement Management System "epot Repair "ispatch Fiel' Service Fiel' Service%Laptop Fiel' Service%Palm !M "evices Sche'uler Service Service Contracts Spares Management Support

!ools and !ec"nolog# Call Center Integration /2tension 3ateway for Mo#ile "evices

444444

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Business Intelligence Call Center Intelligence Sel$ Ser ice !ool %it
Functional topics are not availa#le currently

Customer Intelligence& Sel$ Ser ice !ool %it

,racle Customer Intelligence Pro'uct -i'e Issues

Marketing Intelligence Sel$ Ser ice !ool %it

Market Segment Reports

Sales Intelligence & Sel$ Ser ice !ool %it

Pipeline nalysis Reports

444444 Communication and Utilities CRL Financials & Sel$ Ser ice !ool %it
Pro'uct -i'e Issues

CRL Suppliers & Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

CRL Suppl# C"ain & Sel$ Ser ice !ool %it

CRL-SCM Installation

Marketing $or Communications Sel$ Ser ice !ool %it

Functional topics are not availa#le currently " Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Sales $or Communications& Sel$ Ser ice !ool %it

Sales for Communications F 1

Ser ice $or Communications Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

'et(ork Logistics& Sel$ Ser ice !ool %it

Fi2e' ssets NL- 3eneral Pro'uct -i'e Issues

'et(ork Logistics )In entor#* Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

'et(ork Logistics )+urc"asing* Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

'et(ork Logistics )'A!S* Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

S,+ 'um-er +orta-ilit# Sel$ Ser ice !ool %it

Functional topics are not availa#le currently

S,+ +ro isioning & Sel$ Ser ice !ool %it

Configuration &ser Interface ,SS an' Communication 'apters Pro'uct -i'e Issues

!eleBusiness $or !elecommunications . Utilities & Sel$ Ser ice !ool %it
'ministration Issues Pro'uct -i'e Issues !elecom%&tilities pplication

444444 E&Commerce Bill +resentment and +a#ment & Sel$ Ser ice !ool %it
$PP Reports $ugs $PP &ser Interface 3eneral $PP $ugs ,F5 Issues " Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Pro'uct -i'e Issues

i+a#ment &Sel$ Ser ice !ool %it

PIs an' Interfaces Pro'uct -i'e Issues iPayment an' Cy#er cash 'ministration an' Integration Configuration Sche'uler an' !rou#leshooting Miscellaneous Payment Server Installation iPayment Integration with CRM%/RP

iStore.iMarketing /i )Internet Commerce Ser er* &Sel$ Ser ice !ool %it
PIs an' Customi6ations Configuration Functionality Pre-re7uisites Integration Issues

iStore 00i &Sel$ Ser ice !ool %it

Integration Issues iStore 8 ,racle Configurator iStore 8 ,r'er Management iStore 8 ,r'er Capture iStore 8 Inventory Catalogs an' "isplay .SP PIs an' Customi6ations ccount Creation

Shopping Carts= Lists= an' Save' Carts

'ministration an' Checkout Process Configuration Patching an' Miscellaneous Pro'uct -i'e Issues iStore Maintenance patches &pgra'e ++9:9( to ++9:9; I$/93 /-Commerce Platinum Patch iStore Patches for ++9:9+%:9< iStore configuration parameters )1cfg files*

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

iSupport &Sel$ Ser ice !ool %it

Call#ack functionality Contracts Integration Issues >nowle'ge Mgt Service Re7 System 'ministration Forums Pro'uct -i'e Issues Installe' #ase Profile

Order Capture &Sel$ Ser ice !ool %it

Integration Issues Pricing ,r'er Capture Forms ,r'er Management Integration Pro'uct -i'e Issues 1uoting ,r'ering

2e- Customers &Sel$ Ser ice !ool %it

''ress /nter Store ,r'er Import Profiles 0iew Installe' $ase -e#config $usiness Partner Items Setup ,sswa S1L4Plus 0iew Sales ,r'er Create Customer ,r'er Login Price List Service Re7uest -e# Setup Customer ,ptions ,r'er Form Pro'uct -i'e Issues Sysa'min -e# &sers

444444 Foundation CRM Foundation 3!A &Sel$ Ser ice !ool %it
Resources ,ther )$usiness Rule Monitor* !erritories &I Navigator Interaction ?istory ,ther )0iews on ?@ !a#les* ,ther ) ssignment /ngine* Catalog Pro'uct -i'e Issues ,ther )$IS Common Components* !asks

CRM Foundation 3!F& Sel$ Ser ice !ool %it

Patching Issues

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

CRM Foundation 3!!& Sel$ Ser ice !ool %it

?!ML Stack Pro'uct -i'e Issue

444444 Interaction Center Call Center Connectors& Sel$ Ser ice !ool %it
Pro'uct -i'e Issues

Call Center !ec"nolog#& Sel$ Ser ice !ool %it

Pro'uct -i'e Issues

Campaign +lus &Sel$ Ser ice !ool %it

Campaign Plus Manager Campaign Plus Monitor Campaign Plus Service Pro'uct -i'e Issues

Email Center &Sel$ Ser ice !ool %it

CORE Pro'uct Issues Common Pro#lem Structure' eMail -orkflow Configuring Properties Messaging operations Server

eMail Server JAVA eMail Server . 0 Layer Layer Server .ava layer A + Server .ava layer A <

Ful$illment & Sel$ Ser ice !ool %it

Fulfillment Configurator

Interaction Blending& Sel$ Ser ice !ool %it

Pro'uct -i'e Issues

Insig"t& Sel$ Ser ice !ool %it

Insight Manager Insight Monitor Service

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

I4R Integrator& Sel$ Ser ice !ool %it

I0R C,NFI3&R !I,N I0R M,NI!,R S/R0IC/ Pro'uct -i'e Issues I0R S/R0IC/ P$5 issue

Open!el& Sel$ Ser ice !ool %it

,pen!el PI C! C,NN/C!

+redicti e& Sel$ Ser ice !ool %it

Pre'ictive /na#ler C! Connect Pre'ictive Manager Pro'uct -i'e Issues

Scripting& Sel$ Ser ice !ool %it

Compiler%Script "eployment Scripting Runtime /ngine Pro'uct -i'e Issues Scripting uthor Scripting Release Issues

!elep"on# Manager& Sel$ Ser ice !ool %it

gent Soft phone Issues Initiali6ation ,pen!el%Connectors Integration /-Mail Center /nvironment Integration ,!M 'ministration Routing Pro#lems Server Issues Interface Pro'uct -i'e Issues Screen Pop Pro#lems pplications

Uni ersal 2ork Queue& Sel$ Ser ice !ool %it

Client - ,ther Pro'uct -i'e Issues Customer Care Server - ,ther /rror message &-1 &ser Profile ,ptions 3eneral 1uestions &-1 configuration%set up issue

444444 Marketing iMarketing 00i & Sel$ Ser ice !ool %it
'ministration Issues Campaigns Rule /ngine Posting Pro'uct -i'e Issues

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Marketing & Sel$ Ser ice !ool %it

Administration Issues F 1 Note A + F 1 Note A < "elivera#les Pricing Campaigns Core Marketing "ata Import

?ome Page%$ins%Profile Pro'ucts

Integration Issues Promotional ,ffers

List Management

Marketing Enc#clopedia S#stem & Sel$ Ser ice !ool %it

Categories My Channels Pro'uct -i'e Issues Pu#lish

44444 Sales Collections & Sel$ Ser ice !ool %it

Functional !opics are not availa#le currently

Field Sales . Laptop& Sel$ Ser ice !ool %it

Customer Management Pro'uct -i'e Issues Integration Issues Sales !eams Mo#ile Foun'ation ,pportunity Management

Field Sales . +alm !M ,e ices & Sel$ Ser ice !ool %it
Contacts Reports Fiel' Sales%Palm )tm* 3eneral "evices Specifications Sync Replication Sync

Field Sales.2indo(s CE & Sel$ Ser ice !ool %it

Customer Management Integration Issues

Sales & Sel$ Ser ice !ool %it

PIs an' Interfaces /vents Installation Issues Not in other subcomponents Fiel' Sales (i Sales an' Marketing Sales Force ccount Management Forecast Management Interest !ypes ,pportunity Management Sales -ork#ench Customer Management Fu66y Fin' )fin' account= fin' 7uote* List Management Pro'uct -i'e Issues "iscounts create' for 1uotes 3enerating Collateral Mo#ile Sales an' Marketing Promotions

!erritory ssignment Program

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Sales and Marketing& Sel$ Ser ice !ool %it

ccount Management Customer Management List Management Mailings 1uoting Sales /vents Pro'uct -i'e Issues Sales -ork#ench Forecast Management Promotions

Sales Compensation & Sel$ Ser ice !ool %it

Setups an' &tilities ayments Calculations Incentive Compensation ++i !ransactions in Sales Compensation Compensation lans Compensation Plans ++i Interval !ypes Plan /lements ?ierarchies Classification Rules Calculation /2pressions Rate !a#les Formulae Set up for ,SC ,ther interfaces

Collections an' Mappings

Integration Issues

Pay Perio's Pro'uct -i'e Issues !ransaction Interface Loa'er

Miscellaneous Sales Force Planning Sales compensation Reports Salesperson -ork#ench

Sales Online & Sel$ Ser ice !ool %it

ctivity Screens Customer Screens Lea' Management 1uoting ttachment Screens Forecast Screens ,pportunity Management Reports Common Components Compensation Screens ?ome Page Integration Issues Pro'uct -i'e Issues Profile Screen

!elesales & Sel$ Ser ice !ool %it

Collateral Fulfillment /vent Registration Lookup Management ,pportunity Integration Issues ,rgani6ation an' Lea' Management Personal Pro'uctivity " Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

Pro'uct -i'e Issues

Management 1uote an' ,r'er Management

Contact Management

444444 Ser ice Contracts & Sel$ Ser ice !ool %it
ttachments uthor 3/N/RICB Pro'uct wi'e Renew Contract issue !/MPL !/S !/RMIN !/ -orkflow $illing Program Reports !/RMS Counters Set-up Issues !erminate Contract

Contracts Core & Sel$ Ser ice !ool %it

PIs an' Interfaces ttachments ,racle Contracts Core Pro'uct -i'e Issues -orkflow Contracts Launch pa' Core uthoring Set-up Issues !raining /vents

Contracts Integration & Sel$ Ser ice !ool %it

Contracts Integration Pro'uct -i'e Issues

Customer Care & Sel$ Ser ice !ool %it

PIs an' Interfaces Customer Profile an' "ash#oar' Pro'uct -i'e Issues !asks ttachments Customers Miscellaneous &pgra'e Configuration /mployee Profile R/P,R!S -orkflow Contact Center Interaction ?istory Set-up Issues

,e$ect and En"ancement Management S#stem & Sel$ Ser ice !ool %it
Functional !opics are not availa#le currently " Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

,epot Repair & Sel$ Ser ice !ool %it

Concurrent Processing Release%$uil' Issue % SRS &pgra'e Scripts Repair .o#s Repair ,r'ers

,ispatc" & Sel$ Ser ice !ool %it

,racle "ispatch

Field Ser ice & Sel$ Ser ice !ool %it

Configuration Fiel' Service ,racle Mo#ile Fiel' Service Configurator Control !ower Fiel' Service Report Pro'uct -i'e Issues "ispatch 3antt Chart !ask Sche'uling an' ssignment

Field Ser ice.Laptop & Sel$ Ser ice !ool %it

Pro'uct -i'e Issues

Field Ser ice.+alm !M ,e ices & Sel$ Ser ice !ool %it
Functional !opics are not availa#le currently

Sc"eduler & Sel$ Ser ice !ool %it

Pro'uct -i'e Issues

Ser ice & Sel$ Ser ice !ool %it

PIs an' Interfaces Conte2t Server Fiel' Service )(i* ,r'er Import Renew Service -orkflow Issues ttachments "epot Repair )(i* Installe' $ase ,r'er Service Reports Charges Service Re7uests >nowle'ge $ase Pro'uct -i'e Issues Set-up Issues Comments /nvironment ,racle Customer Service 1uick Menu !erritories

Ser ice Contracts & Sel$ Ser ice !ool %it

PI 3enerator Integration Schema PIs an' Interfaces Pro'uct -i'e Issues uthor $illing Program Service Contracts "ata Set-up Issues Mo'el

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."

Compiled by: D. Mohan Kumar

mohan.dhandapani@wipro.com

!emplates

Spares Management & Sel$ Ser ice !ool %it

Pro'uct -i'e Issues Spares Logistics Spares Planning

Support & Sel$ Ser ice !ool %it

PIs an' Interfaces Service Re7uest >nowle'ge $ase Set-up Issues Pro'uct -i'e Issues Reports

444444

!ools and !ec"nolog# Call Center Integration E5tension & Sel$ Ser ice !ool %it
Functional !opics are not availa#le currently

6ate(a# $or Mo-ile ,e ices & Sel$ Ser ice !ool %it
Pro'uct -i'e Issues Service Replication

Note! "he topics# $hich have %A&'s# are hyperlin(ed to the respective pa)es in Metalin( and others are le*t $ithout lin(s# as they do not have any %A&'s currently+

" Wipro Limited, 2001, All Rights Reserved. This document is proprietary to Wipro Technologies, a division o Wipro Limited. !ou may not modi y, copy, reproduce, repu"lish, upload, post, transmit or distri"ute any material rom this document, in any orm or "y any means, nor may you modi y or create derivative #or$s "ased on the te%t o any ile, or any part thereo or pu"lic, private or commercial use, #ithout prior #ritten permission rom Wipro Limited."