HTML QUOTING/ORDER MANAGEMENT OVERVIEW

Though Order Management and HTML Quoting are two different modules, the OM module can
primarily be thought of as “background” for the things SBS uses HTML Quoting for. It’s
entered by the users for references purposes exclusively. It’s entered by Applications support
primarily for reference and setups. For the purposes of this overview, most topics will be
approached from the primary perspective of HTML Quoting.

General Navigation:
HTML Quoting is accessed by the users and by applications support via the PBS US/CAN
CONTRACT ADMINISTRATOR (HTML QUOTE ADMINISTRATION-QUOTES)
responsibility.

This summary screen can be used to search for specific quotes via the QUOTE SEARCH box at
the top left of the screen. The list of quotes displayed on the screen is the result of a seeded,
saved search. This is the saved search that is used by all OM users and the results are all quotes
that are not booked or inactive. Quotes that appear on this results page can be duplicated by
clicking the SELECT radio button and clicking the DUPLICATE button at the top right of the
screen. Any quote on the list can be opened by clicking on the quote name.

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The first page displayed when a quote is opened is the OVERVIEW page. This shows the quote
in overview form. The quote cannot be modified from this page, but any action that can be
performed from the ACTIONS menu at the top right of this page can be executed from
OVERVIEW.

The GENERAL link provides the access displayed above. From the GENERAL link, quote
header information can be modified on existing quotes. Once a quote number is created, the
CUSTOMER NAME and ACCOUNT NUMBER cannot be modified.

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The LINES link provides access to each of the quote lines. From this view, quote lines can be
configured (via the ACTIONS drop down), priced or re-priced. Quantities can be changed and
services can be applied here.

The PRICING tab is shown above. From this view, pricing promotions can be applied.

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The SHIPPING AND BILLING tab is shown next. From here, adjustments can be made to the
shipping/billing information in the ADDRESS section. OM also uses the SHIPPING section to
record special shipping information. Critical installation information can be found in the
SHIPPING INSTRUCTIONS field.

From the ADDITIONAL INFORMATION link, users can provide several other key pieces of
information. The CONTRACT AUTOMATION field defaults to YES for all quotes. This link
is primarily accessed in order to populate the PRIMARY ORDER NUMBER field to indicate the
primary licensable order for customers that are eligible for licensing.

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 The SALES
RECAP link is a customization that provides critical information for calculating the customer’s
Total Monthly Payment (TMP). The term of the contract must be populated via this link, and the
Category summary at the bottom of the page is heavily relied upon by OM to ensure that the
quote is entered correctly. Entries on this page must be saved in order to access the TMP link.
Any time this page is re-saved, the TMP page must also be re-visited and re-saved in order to
ensure the TMP page data is not corrupted.

The TMP (also custom) link displays detailed monthly payment information. Each component
of the monthly payment is displayed here, along with detail about the uplift percent and the
financing option used for the quote. This page must be saved after each visit.

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The NOTES link allows OM to create pre-set notes and apply them to quotes. This link is
primarily used by OM to apply and remove “holds” to quotes so that other parts of the business
have visibility to factors that impact how quickly a quote can move through processing.

The ATTACHMENTS link can be accessed if/when OM needs to attach any type of document
(like a site survey) to the quote.

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The TEMPLATES tab displays all of the quote templates currently set up for use by OM and
allows pre-determined (by profile settings) users to create new templates.

Quote Templates allow OM to select parts that are commonly used on certain types of quotes and
save them together for repeated use on those quote types. These parts can be single parts or parts
models, and the parts models may be configured or left for configuration on each individual
quote. Quotes that are duplicated from quotes that were created using templates may cause
experience errors if parts models contained in the template are changed over time. When this
happens, removing an item from a quote and re-adding it will generally resolve the issue.

Links not addressed in the GENERAL NAVIGATION section are not used by OM or HTML
QUOTING users at SBS.

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Common Maintenance:

Maintenance of fields access from the OVERVIEW/GENERAL links is shared between OM,
HTML QUOTING, PRICING and SALES SUPPORT associates. This section will cover
maintenance of the ORDER TYPE (LINE TYPE) and AGREEMENT fields which are supported
by HTML QUOTING and OM associates for the purposes of this guide.

ORDER TYPE

Order Types are (in SBS’s world) basically a way to group line types together. It’s important to
remember that line types always take precedence over order types. So no matter what setups we
do at an order type level, it’s the line types assigned to that order type that will actually govern
how an order and the lines on it behave.

To set up or change an order type, log in via the PBS US/CAN ORDER MANAGEMENT
SENIOR USER responsibility. Choose SETUP:TRANSACTION TYPES, then DEFINE.

Requests to set up/change an order type should be received from the OM Manager. That person
will outline the changes that need to be made or will provide direction for the setup of a new
order type (most likely “set up like the AUTO US XX order type”)

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Generally speaking, the fields we populate on the header of this screen are as follows:

OPERATING UNIT=Always OU-PROQUEST USD

TRANSACTION TYPE=Order Type Name (determined by OM, and following a specified

format)

DESCRIPTION=Order Type Description

SALES DOCUMENT TYPE=Always SALES ORDER

ORDER CATEGORY=Always ORDER

TRANSACTION TYPE CODE=Always ORDER

FULFILLMENT FLOW=Always PBS ORDER FLOW – GENERIC

EFFECTIVE DATE=Populates automatically with today’s date. Enter an end-date here to

terminate use of an order type.

On the MAIN tab, we populate the following fields:

AGREEMENT TYPE=Always AUTOMOTIVE AGREEMENT TYPE

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DEFAULT ORDER LINE TYPE=Determined by OM. This is the line type that will default for
every line on the order, so it needs to be set for the most likely line type to be used on the order
type. This is to prevent manual assignment of line types on quotes as often as possible.

PRICE LIST=Determined by OM

The flex-field shown above determines whether or not the order type will be subject to Technical
or Finance approvals. This is also determined by OM and should be outlined in any
setup/change request directions received from them.

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Line types are assigned to Order Types via the ASSIGN LINE FLOWS button on the Order
Type Header as shown above. This is a critical piece of the order type setup, as it defines which
line types can be used in association with the order type you’re working on. Even more critical,
it defines how the lines will behave (line workflow) when they are associated with the order type
you’re working on.

In the screen shots above, you can see that the line type AUTO US INV & IB LINE has been
assigned to the AUTO US STANDARD order type. When AUTO US INV & IB LINE shows

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up on the AUTO US STANDARD order type, it will always have a workflow of PBS LINE
FLOW – GENERIC, BILL AND SERVICE ONLY. This means that this line type will only
invoice and flow to the IB when it’s used on this order type. When this line type is assigned to
other order types, it may or may not have different work flows.

The SHIPPING tab of the Order Type setup must have the following fields populated:
WAREHOUSE=IO AUTO POWER NEW
FOB=SHIPPING POINT
DEMAND CLASS=AUTO AND POWER GENERAL SALES

No other fields are populated on this tab, and these fields must always be populated.

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Finally, the FINANACE tab must be set up for each Order Type. The following fields must be
populated on this screen:

INVOICING RULE=ADVANCE INVOICE

ACCOUNTING RULE=IMMEDIATE
INVOICE SOURCE=ORDER ENTRY
NON DELIVERY INVOICE SOURCE=ORDER ENTRY
RECEIVEABLES TRANSACTION TYPE=Determined by finance. This varies by order type
and should always be confirmed by Finance/OM
COST OF GOODS SOLD ACCOUNT=Determined by finance. This varies by order type and
should always be confirmed by Finance/OM
CURRENCY=USD or CAD as appropriate. Determined by Finance
CONVERSION TYPE=Corporate

In order for an order type to show up in HTML Quoting, it must be entered in the
PBS_RECAP_QUOTE_ORDER_TYPE lookup.

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This lookup requires the EXACT order type name to be entered in the MEANING field followed
by the #sign and the operating unit as shown above. Failure to enter the order type name in this
way will prevent it from showing up in HTML quoting for OM use.

The DESCRIPTION field requires entry of either the word NEW or RENEWAL. Enter NEW
for any order type that’s not a RENEWAL order type. Enter RENEWAL for any RENEWAL
order type.

The TAG field will identify the sector of business the Order Type has been created for.

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The flexfield for each order type must be completed, as well. Required fields in the flexfield are
the Company Segment, Line of Business, and Yes/No for whether or not the order type is an
add-on order type. Information is also stored here for Reynolds and Reynolds order types and
their associated lookup types for the main application (rarely used).

Next, add your new order type to the Document Sequence Assignments. From the PBS US/CAN
ORDER MANAGEMENT SENIOR USER responsibility, select SETUP, DOCUMENTS,
DEFINE.

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Query the form (F11) and query all records using the %

Click + to add a record and

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LINE TYPE
Line Types are not actually displayed on the quote/order header, but will appear in this section of
the guide because they are so closely integrated with/similar to order types. Line types must be
created before they can be added to an order type. As mentioned before, it’s important to
remember that line types always take precedence over order types. So no matter what setups we
do at an order type level, it’s the line types assigned to that order type that will actually govern
how an order and the lines on it behave.

To set up or change a line type, log in via the PBS US/CAN ORDER MANAGEMENT SENIOR
USER responsibility. Choose SETUP:TRANSACTION TYPES, then DEFINE.

Requests to set up/change a line type should be received from the OM Manager. That person
will outline the changes that need to be made or will provide direction for the setup of a new line
type (most likely “set up like the AUTO US XX line type”)

Generally speaking, the fields we populate on the line type header are as follows:

OPERATING UNIT=Always OU-PROQUEST USD

TRANSACTION TYPE=Line Type Name (determined by OM, and following a specified

format)

DESCRIPTION=Line Type Description

SALES DOCUMENT TYPE=Always SALES ORDER

ORDER CATEGORY=Always ORDER

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TRANSACTION TYPE CODE=Always LINE

EFFECTIVE DATE=Populates automatically with today’s date. Enter an end-date here to

terminate use of an order type.

On the MAIN tab, we populate the following field:

AGREEMENT TYPE=Always AUTOMOTIVE AGREEMENT TYPE

The header flexfield and ADDITIONAL LINE FLOWS are not set up for Line Types.

The SHIPPING tab of the Line Type setup must have the following fields populated:
WAREHOUSE=IO AUTO POWER NEW
FOB=SHIPPING POINT
DEMAND CLASS=AUTO AND POWER GENERAL SALES

No other fields are populated on this tab, and these fields must always be populated.

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Finally, the FINANACE tab must be set up for each Line Type. The following fields must be
populated on this screen:

INVOICING RULE=ADVANCE INVOICE

ACCOUNTING RULE=IMMEDIATE
INVOICE SOURCE=ORDER ENTRY
NON DELIVERY INVOICE SOURCE=ORDER ENTRY
RECEIVEABLES TRANSACTION TYPE=Determined by finance. This varies by order type
and should always be confirmed by Finance/OM
COST OF GOODS SOLD ACCOUNT=Determined by finance. This varies by order type and
should always be confirmed by Finance/OM
CURRENCY=USD or CAD as appropriate. Determined by Finance
CONVERSION TYPE=Corporate

AGREEMENT TYPES
Agreement Types are primarily used by SBS to provide additional definition in the order-to-
contract creation process. Agreement types drive the contract group that an order will belong to
when it’s converted to a service contract. In Oracle, the intention of an agreement type is more
closely linked to pricing and actually drives the price list that an order will refer to if it’s defined
on an order (which is always is at SBS). So agreement type setups are actually a pricing setup,
but because of the way we use them at SBS, agreement types are setup by HTML Quoting/OM
support and will thus be covered in this guide.

To access agreement type setups, log in via the PBS US/CAN ORDER MANAGEMENT
SENIOR USER responsibility. Choose PRICING, then PRICING AGREEMENTS

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On the AGREEMENT tab, the following fields must be populated:
AGREEMENT NAME=Defined by OM
REVISION DATE=Automatically populates with date of creation/revision
AGREEMENT TYPE=Always AUTOMOTIVE AGREEMENT TYPES
EFFECTIVE DATE=Automatically populates with today’s date. Also, you can place an end-
date here to terminate use of an agreement type.
SIGNATURE DATE, AGREEMENT SOURCE=Populate automatically

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On the PRICING tab, the following fields must be populated:
PRICE LIST TYPE=STANDARD PRICE LIST
PRICE LIST=Determined by OM
CURRENCY/DESCRIPTION=Populate automatically based on price list selected

On the PAYMENT tab, the following fields must be populated:

PAYMENT TERMS=NET 30

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ACCOUNTING RULE=IMMEDIATE
INVOICING=ADVANCE INVOICE

SALES RECAP

The Sales Recap page allows users to define various pieces of information about the term of the
customer’s monthly payments. This is a custom page that’s part of the TMP process. The
MD.050 for this customization is called “ProQuest TMP Process Quote Recap Functional
Design” and can be found in the archive documents on the shared drive. This customization was
coded by Oracle Offshore and any maintenance to it is performed by Oracle Offshore.

The RECAP page must be saved in order for the TMP page to calculate correctly. If a user
makes changes to this page after the initial save and calculation of the TMP page, the TMP
page will have to be recalculated and saved again. This is by design to make sure that the
numbers on the TMP page are always the most currently calculated.

The fields at the top of the form are not modifiable via lookups with the exception of the
CONTRACT BILLING field, which can be modified via the
PBS_RECAP_CONTRACT_BILLING lookup:

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The chart at the bottom of the form is controlled with a combination of the following lookups
(accessible via the PBS APPLICATION LOOKUPS responsibility):

PBS_RECAP_TMP_SALES_CAT lookup is critical to many parts of the quoting, tmp, contract

and finance that defines “tags” for different categories of items so that their behavior throughout
the order and billing process can be controlled.

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Categories of items are defined by their sales category combination, which is stored at the item
level as follows:

In the case of the part number 810-0302-2XSVR-RAID, the item category combination is
HARDWARE.NETWORK SERVER.NONE. This part would fall under the HARDWARE (tag
HW) tag in the PBS_RECAP_TMP_SALES_CAT lookup displayed in the previous screen shot.

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The PBS_RECAP_SALES_DISP_AUTO lookup uses the item tags as explained above to
determine where the $$ for the items in each quote fall into the TOTAL FROM QUOTE column
at the bottom of the recap page. The categories that appear in the chart are also defined here, as
well as the order in which they appear on the chart (by order of the numbers in the CODE
column). By similar logic, $$ for items with a segment 2 of MTM will be displayed in the
MOVED TO MONTHLY column. The ADJUSTED ONE TIME column is a calculated column
which subtracts any MOVED TO MONTHLY amount from the TOTAL FROM QUOTE
amount.

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TMP

The TMP page displays critical information about the customer’s Total Monthly Payment and
the components that comprise it. This is a custom page that’s part of the TMP process. The
MD.050 for this customization is called “ProQuest TMP Process Quote Recap TMP Page” and
can be found in the archive documents on the shared drive. This customization was coded by
Oracle Offshore and any maintenance to it is performed by Oracle Offshore.

Recent changes to this page were completed in late 2007/early 2008 to remove Pub Use from the
TMP breakdown and to allow items both upliftable and non-upliftable items to be placed on the
same quote. The MD.050 for these changes is stored on the public drive at F:\2007 Projects\OM
95972-PUB USE ELIMINATION.

As a result of these changes, the only fields that the users need to update on the TMP page are
the UPLIFT PERCENT field and the FINANCING OPTION drop-down. The calculations on
this page are derived from the quote lines themselves and the information the user enters and
saves on the RECAP page.

Users must click RECALCULATE and SAVE after any changes are saved to the RECAP
page, and/or after any changes are made to updatable fields on the TMP page.

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The UPLIFT PERCENT on any quote is managed by the PBS_RECAP_CHANGE_UPLIFT
lookup. This lookup defines which items in a quote can be uplifted in the TMP.

In this screenshot, we can see that GM items (with a sales category combination of
SOFTWARE.GM.NONE) do not uplift on any quote. While all of the items in this lookup at
this time are set to NO UPLIFT, this lookup allows us the flexibility to allow certain items to
uplift at a different percentage than the one the user defines on the TMP page.

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Options in the FINANCE OPTION drop down on the TMP page are managed via the
PBS_RECAP_TMP_FINANCING_OPTION lookup.

The PBS_RECAP_TMP_SALES_CAT lookup plays a major role in where $$ associated with

quote items appear on the TMP page, as well. In the screen shot above, we can see that
SOFTWARE items are defined as any item with sales category combination
SOFTWARE.NULL.NULL (or SOFTWARE followed by any two segment two and segment
three categories). The tag for SOFTWARE items is SW.

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The PBS_RECAP_TMP_CAT_DISP_AUTO lookup tells us what categories will be displayed
on the TMP page, what they will be called there, and what order they will be displayed in (based
on the TAG number). We can see from this example that the SOFTWARE category will be
named SFTWR on the TMP page. It will display $$ for any item that has a tag of SW…which
we know from the PBS_RECAP_TMP_SALES_CAT lookup will be any item with an item
category combination of SOFTWARE.NULL.NULL.

Columns/Rows on the TMP page that do not appear in this lookup are self-calculating columns.

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NOTES

Hold types are used by Order Management to let the organization know why a quote is not
progressing through the system. For example, if a quote and we begin processing it but it’s
missing a dealer code, OM might place a hold (actually called a note in Oracle) on the quote
called DEALER CODE MISSING so that sales and finance know that the order will not progress
until the proper paperwork is received. When it is received, OM will reverse the hold by placing
another note on the quote called DEALER CODE RECEIVED. When a request to add or
change a hold type is received, it should come through the HEAT system. It should include the
exact wording that the user wants included for the hold and the release.

To add/change a note type, log into Oracle and access the PBS APPLICATION LOOKUPS
responsibility and query the PBS_QUOTE_HOLD_RELEASE lookup.

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Enter the hold name into the CODE field with an underscore separating each word

Enter the release name into the MEANING field with an underscore separating each word

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Today’s date should appear automatically in the FROM field indicating that your changes will
take effect today. You only need to change the date if you want the changes to take effect
sometime in the future or past.

Similarly, if you are asked to eliminate a hold type, you would need to end-date the hold type in
this lookup by entering the termination date in the TO field.

Switch to the ORACLE SALES ADMINISTRATOR responsibility and select NOTES SETUP,
then NOTE TYPE SETUP.

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33
Enter the name of the hold type in the CODE field. Use underscores to separate each word in the
hold type name.

Enter the name of the hold type in the MEANING field. This field should be entered the way
you’d like the hold name to be displayed for the users to see.

Copy your entry from the MEANING field into the DESCRIPTION field.

Enter the word “Note” in the TAG field.

Today’s date should appear automatically in the FROM field indicating that your changes will
take effect today. You only need to change the date if you want the changes to take effect
sometime in the future or past.

Similarly, if you are asked to eliminate a hold type, you would need to end-date the hold type in
this lookup by entering the termination date in the TO field.

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Repeat the process for the release type name entry into this lookup.

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Troubleshooting Common Issues:

Orders Not Closed-Users frequently report that certain orders are not closing. Query these
orders from PBS US ORDER MANAGEMENT SENIOR USER and check the following:
1. From the order, click the ACTIONS button and select ADDITIONAL information.

The resulting screen will display any holds that have been placed on the order and will tell
you whether or not the hold has been released. Often there’s a strange hold on the order
(BETA hold, etc.) that OM or another group needs to release in order for the order to close.

In some cases, the order is cancelled (verify via the flexfield on the order header).

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 Order holds may still exist on these orders or customers that will need to be released in order
for the order header to close. Notify the appropriate parties that a hold needs to be released
in order for the header to close.

In other cases where orders won’t close, there is a workflow issue. These can sometimes be
fixed via the PBS US ORDER MANAGEMENT SENIOR USER responsibility, as well.
Query the order in OM and navigate to the line items. Right click on the line and select
PROGRESS ORDER. If the order is able to be progressed, the next activity in the workflow
will be displayed. Click OK to complete the action and the line should close. Repeat as
necessary for any lines that are stuck until the order closes.

If the issue cannot be fixed via one of these two methods, you may need to contact OOD for
a datafix. In many cases, there are very old orders whose workflows have changes and can
no longer be progressed. These are jobs for OOD and will require and SR and datafix to be
applied.

Performance Issues
Performance issues are reported by OM frequently…especially at month end. Generally
speaking, we work through these issues and when traffic on the system decreases, but sometimes
OM will request more definitive action. When this happens, we usually try to schedule an
apache bounce overnight. 9 times out of 10, that resolves the issue.

TMP Uplift Errors

TMP Uplift Errors occur on a fairly regular basis. We have been tracking these for years
(literally) without resolution. We still have not gotten to the bottom of what exactly inspires
these errors so that we can reproduce them at will. If we are able to do that, we can send the
problem to Oracle Offshore for resolution. There is a call open for this problem and we need to
continue to work on it as time allows. We have noticed that the errors become more prevalent

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when system traffic is heavy. We have also noticed that many times the errors are alleviated for
a time after an apache bounce.

Missing Links
We have identified the cause of Missing Links as a failure on OOD’s part to follow post-clone or
Apache bounce instructions. When we have missing links, and Apache bounce needs to be re-
performed with close attention to the specific instruction we provide. If the instructions are
followed exactly, the links will be present when the bounce is complete.

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