Reference Guide

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Oracle CRM On Demand

New Customer Welcome & Orientation
© 2009 Oracle Corporation – Proprietary and Confidential

Agenda
• Product Overview
• Planning your Implementation
• Going Live
– Planning for Patches
– Planning for Upgrades
– What to do if you have problems
– What to expect in the event of problems
• My Oracle Support
– Overview of Service Requests (SRs)
• Summary

Section I
Product Overview

Influencing Product
Direction

CRM On Demand Product Management
Input Sources
Sales Team Customers Change Enhancement Support Team Ops Team
Requests Requests
Gather Input
Corporate Product
Strategy Analyse Strategy
Market/Competitive Technology
Landscape Landscape
Prioritize
Execute
Sprints (Iterative Agile Development Methodology)
Preliminary Reqts Release plan RTO

Release Plan solidified GA Rollout
Initial Concept Statement Customer complete
Reviews Of Direction Testing

Customer Feedback Loop
Channel Process
• Service Requests (SRs)
Service Requests – PM reviewed and key themes identified and
All (today) incorporated into roadmap
Customers • Community (future)
Community – Customer organized voting site
(future) – PM to disposition top requests
• Meet twice per year

Customer • Group provides consolidated list of
Group Advisory priorities to PM
Board • PM allocates % of next release to address
CAB priorities
Customer • Customer Top 10 Process

One Top 10 Process – Provide Oracle PM or your main POC a description
of the problem and desired solution and plans
on
• Concept Reviews
One Concept
– Feedback sessions during product dev process
Reviews

Safe Harbor Statement
The following is intended to outline our general

product direction. It is intended for information
purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decision. The
development, release, and timing of any features or
functionality described for Oracle’s products remains
at the sole discretion of Oracle.

CRM On Demand
Product Innovation
Industry CRM
CRM Solutions by Industry
Integrated CRM
Packaged integrations to EBS, JDE, Siebel, etc
Enterprise Grade SaaS

Appropriate tenancy on Oracle’s Grid
Social CRM
Social Networks, Sales Productivity Solutions

Industry CRM
CRM Solutions by Industry
Communications Insurance
and Media
Financial Services Life Sciences High Technology
and Healthcare
Public Sector and Complex

Consumer Goods Professional Services Automotive
Non-Profit Manufacturing

Enterprise Grade SaaS
Flexible & Reliable Deployment Options
Management
Shared Pods
Private Pods
@Customer
Monitoring

Social CRM
Relationships are Fundamentally Social
Sales ‘Forced’
Automation Report Less
Forecasts for Managers Sell More
Sales 1.0 Social

Collaborative
‘Stick’ Based Model
‘Carrot’ Based Model
Transactional
Individual Sales 2.0
Sales for Sales Reps

Report More Sales Productivity
Sell Less Applications

Section II
Planning Your Implementation and Essential Processes

Planning your
Implementation

Planning Your Implementation
• Goals and Objectives

• Resources
– Training
– Support
– Services
– Partners
– Knowledge Bases and Forums
• Getting Started - Essential Processes
• Significant Events

Goals and Objectives
• Success criteria defined

– Measurable business outcomes
– Technical objectives
• Deployment project planned, scheduled and resourced

– Key milestones defined
– Post deployment support and business process management
– Governance in place to manage project and any necessary changes
• Plan in place to confirm success

– Achievement of key project milestones
– Achievement of business outcomes

Training and Support
Technical and advanced Self-paced training and Custom training

training support
Administration Essentials Get Started Tutorial Web-Based Training
Data Import Workshop Webinars Onsite Training
Advanced Analytics Workshop Online Help Train-the-Trainer
Quick Guides
Setup Templates
Knowledge Base
Forums
To learn more, go to: http://crmondemand.oracle.com/en/services/training/index.htm.

Technical and Advanced Training
• Administration Essentials
– Teaches the fundamental concepts of setting
up, customizing, and maintaining the application
– Students practice setting up the application in a
safe environment
• Data Import Workshop
– Examines collecting and cleansing source data,
importing, troubleshooting, and avoiding
common errors
– Students learn skills to successfully import data
• Advanced Analytics Workshop
– Teaches advanced techniques for developing
and configuring analytic reports
– Students learn to build complex reports that
display results simply

Self-Paced Training and Support
• Take courses anytime, anywhere:

– Recorded, online webinars provide training for users, managers, and
administrators
– Courses provide step-by-step instructions and best practices
• Get answers, tips, guides, and technical information from the
comprehensive Knowledge Base
• Collaborate with other users

through forums
• Feed tips and training news
from the Learning Blog to your
RSS feed reader
• Access resources from the
Training and Support Center

The Training and Support Center
• Access the Training and Support Center by selecting the Training

and Support link on any Oracle CRM On Demand page
– Training courses
– Implementation tools and templates
– Technical documentation
– User forums
• Gateway to My Oracle Support
– Create, view, and update service requests
– Search knowledgebase for solutions
– Download applications
• System availability and updates
– Access to all system notifications (current outages, planned actions, and
diminished service)

Training and Support Center

Custom Training
• Web-Based Training
– Live Web-based session allows employees from
dispersed locations to attend without travel
– Training materials reflect your business processes,
configuration, and terminology
– Optional recording is available
• Onsite Training
– Live training delivered at a site of your choosing
– Training materials tailored to your business processes,
configuration, and terminology
• Train-the-Trainer Package
– Requirements gathering, live training, and a follow-up
session are included
– Content review, delivery modeling, and teach-backs
help prepare your training team

Online Help
• Select the Help link on any Oracle CRM On Demand page

Online Help

Oracle CRM On Demand Support Options
• Oracle CRM On Demand Standard Global Customer Support:

– Available at no additional charge – standard subscription
– Full access to Training and Support Center
– 24/7 online support
– Toll-free phone support, from 6 a.m. to 6 p.m., local time, Monday
through Friday (including local holidays)
– All service requests answered or responded to within one business
day
• Oracle CRM On Demand Additional Support Options
– Discuss additional fee-based options with your Account
Representative

Services Make a Difference
Key Differentiators Customer Benefits

Services tailored to • Best practices embedded in offerings
customer’s business • Available across sales, marketing, and service functions
Services designed to • Best-in-class development and delivery methodology
promote user adoption and • Knowledge base of implementation risks and remediation
drive business results strategies
Breadth of deployment • No need for extensive development time lines and costs
options • Delivery flexibility to reduce travel and expenses
• As much or as little involvement as customers need
Decade of Siebel-specific • No ramp-up time required to understand functionality
expertise • Most efficient use of customer resources
• Most billable time focused on helping improve customer
business
Services built for software • Ability to transfer knowledge of hosting and support model,
as a service critical for customer success
• Unique methodology and tools developed specifically for
Oracle CRM On Demand
Extensive Oracle CRM On • Includes Web, instructor-based, and do-it-yourself formats
Demand training/process • Pre-built and ready to use
libraries

Oracle Consulting - Offerings
• Implementation assessment
• Enterprise strategic planning
• Advanced analytics workshop
• Rapid results – full lifecycle implementation
• Subject matter expertise and assistance with:
– Configuration
– Web services customization and integration
– Data Import
– Analytics reports
– Process integration pack deployment for Oracle E-Business Suite
and Siebel OnPremise
• For additional information about Oracle about consulting
services:
Laurie Coleman, CRM OD Solution Architect
– Email: laurie.coleman@oracle.com
– Phone: 650 506 4170

Oracle Consulting - Rapid Results Implementation Approach
GO LIVE
Project Management / Health Checks
Executive Workshop – Configuration, Data

Business Objectives and Mapping/Import
Success Measures
Reports
Business Configuration
Initial Call /
Requirements
Project Kickoff
Workshop and Configuration
– Project
Functional Review, Analytics
Milestones, Key
Design Meetings Review, Validation
Players, Roles,
Timeline
Analytics Integration
Requirements
Definition &
Design
Activation – Management Orientation,
Integration Communication, Management Training,
Project Team Training – Admin, Design Training, User Training
Analytics, Webinars, etc.
30/60 Day Post Deployment
Activation Planning
Checks – Feedback and
– Communication,
Metrics
Training, Sequence of
Reinforcement Events
Ongoing Support
Customer Care

Advanced Customer Services (ACS)
• ACS offerings include the following services to further

assist you:
– Technical Account Management (TAM) – Proactive Onsite
Guidance for Sustainable Long-Term Results for your CRM On
Demand Program
– Advanced Support Assistance (ASA) for CRM On Demand with
Applied Research – Proactive Escalation Support for your CRM
On Demand Solution
• To learn more about the Global ACS team and ACS

offerings:
– Email: acsdirect_us@oracle.com

Advanced Support Assistance for
CRM On Demand
Gives you the benefit of an Oracle Delivery Manager who provides expert guidance to ensure
timely escalation of production-critical service requests and proactive advice and guidance,
based on knowledge of your environment, business, and timelines
EXPERT GUIDANCE
• Knowledge Transfer VALUE
• Best Practices Recommendations
• Dedicated support for critical
issues and product
PROACTIVE enhancements
• Delivery manager to help navigate
within the Oracle ecosystem • Improved performance and
• Liaison with Product Management scalability
for enhancement requests
ESCALATION MANAGEMENT • Improved alignment with

• Assistance with production-critical business needs
Service Requests
• Customized problem management

Enterprise Solution Management
for CRM On Demand
Oracle Enterprise Solution Management is a combination of advisory services
and tools that help you manage a comprehensive strategy for maximizing your
Oracle application investment —delivered by world class Technical Account
Managers
PROACTIVE, ONSITE
GUIDANCE VALUE
• Applications roadmap planning • Proactively identify issues &
• Solutions to business problems reduce risks
with application technology
• Partnership in delivery of desired

• Align business and IT goals
business outcome
BEST PRACTICE
ASSESSMENT
• Improve adoption of CRM On
• Best practices knowledge transfer
Demand
• Recommendations tracked to
completion
• Assessment of project alignment • Drive effective governance
with Oracle Best Practices

Service Comparison
ACS - Advanced Support
Description Assistance (ASA) for CRM On ACS - Enterprise Solution Management
Demand
Time of Full lifecycle Full lifecycle
Engagement
Engagement Almost completely off-site Mostly onsite
Characteristic
Primary focus •Service request escalations •Provides guidance in all areas of CRM implementation best
areas •General best practice guidance practices (strategy, governance, people, process,
•Limited “how-to” guidance technology)
•Limited technical guidance •Helps to ensure customer business outcomes are achieved
•Work with Product Management on •Works with customers to improve user adoption
enhancement requests •Detailed “how-to” guidance on aligning application
•Help with Oracle navigation functionality and business processes
•Ensure customer becomes self- •Detailed guidance on technology and process efficiencies
sufficient when working with support •Leverages Oracle resources for additional technical
•Available 24x7 guidance in specific areas, such as design and
interfaces/conversions, analytics, etc.
•Help with Oracle navigation
•Work with Product Management on enhancement requests
(provides additional context via more detailed engagement)
•Ensure customer becomes self-sufficient on using and
working with the application so that long term success is
achieved

Partners
• Oracle CRM On Demand partners provide the following

advantages:
– Established companies with proven track record of success
– Focused geographic area
– Vertical expertise
– SaaS expertise and/or division dedicated to go-to-market strategies
for SaaS
• To learn more about Oracle CRM On Demand partners visit
– http://crmondemand.oracle.com/en/partners/index.htm
• To learn more about the breadth of Oracle partners, visit the
Oracle PartnerNetwork
– www.oracle.com/partnerships

Knowledge Bases - Important Web Sites
• Oracle CRM On Demand: oracle.com/crmondemand

• My Oracle Support: https://support.oracle.com
• Oracle CRM On Demand Services and Support:
– CRM OD Training:
http://crmondemand.oracle.com/en/services/training/index.htm
– CRM OD Customer Support:
http://crmondemand.oracle.com/en/services/customer-care/index.htm
– Oracle University: education.oracle.com
– Oracle OpenWorld: oracle.com/openworld
– Oracle Magazine: oracle.com/oramag
– Oracle Support Policies: http://www.oracle.com/support/policies.html
– CRM On Demand Forums
http://forums.oracle.com/forums/category.jspa?categoryID=162
• CRM On Demand Learning Blog:
– http://blogs.oracle.com/crmodtraining/
• CRM Newsletter subscription:
– http://www.oracle.com/newsletters/samples/customer-relationship-management.html
– http://www.oracle.com/support/policies.html
• The Oracle Technology Network (OTN) link is:
– http://www.oracle.com/technology/documentation/siebelcrmod.html

Analytics
Powerful and meaningful business intelligence

through prebuilt and custom reports
– Real-Time Reporting
– Historical Reporting
Resources Available:
• Advanced Analytics Workshop (3-day course)
• Build Your Own Reports 1-6 (free Oracle Webinar series)
• Creating Custom Dashboards (free Oracle Webinar)
• Optimizing Analytics Performance in Oracle CRM On Demand (Doc ID 804313.1)
• About Analytics Visibility (Doc ID 434851.1)
• Forum: CRM On Demand Analytics and Reports
• Oracle CRM On Demand Reporting, book by Mike Lairson

Analytics and ETL – Extract, Transform and Load
• This is a 3-stage process by which data is moved from the real-time

database to Oracle’s data warehouse for historical analytics
• This process allows for faster reporting, using summarized tables of

data
• Historical reporting is typically available the day after an ETL completes
• If you are a new user and this is the first time you sign in, the historical
analysis will not show your data during the first 24-hour period

Planning – Essential
Processes

Planning Your Implementation – Essential Processes
Set up your Primary Contact
• Primary Contact:
– Required for every organization
– Receive vital notifications about CRM On Demand, such as
upgrades and patches
– Automatically designated as the first person accessing the service
– Validate up-to-date Primary Contact and review Oracle CRM On
Demand sign-in page: http://crmondemand.oracle.com/en/Login/index.htm
• Administrators:
– Add *oracle.com to your address book to ensure communication
delivery and check company spam filters
– Update Primary Contact information and user contact preferences.
– Update Primary Contact: Click Admin > Company Administration >
Company Profile > Edit Company Key Information
– Update user contact preferences: Click Admin > User, Group and
Role Management > User Management > drill down to User Detail >
update the Contact Preferences section

Set up your My Oracle Support account
• Oracle’s award-winning Web support portal

• Offers real-time access to Oracle Support
• Hosts Oracle’s repository of Oracle CRM On Demand
– Technical articles
– Templates
– White papers
– Additional downloads
• Provides one place to log, manage, and report on SRs

My Oracle Support
• Summary of key features

– Real-time access to Oracle Global Support
– Knowledge Base of technical solutions
– Downloadable tools and templates
– Subscription to email notifications for key topics

Staging Environment
• Your Staging environment is used to:

– Enable Oracle to install all software changes before they are
installed on your Production pod
– Assist with operational troubleshooting of any issues
– Provide you with an environment in which you can test development
and integration work
• Any changes you make to Staging must be manually applied to

Production

Staging Environment – Key Points
• Ideal customer usage for staging is short-term, non-critical

testing
• There is no committed availability: Planned downtime is posted
on the Training and Support Center and alerts are posted for
unplanned downtime
• Critical customer activities should not be scheduled for staging
(for example, training, demos, time-sensitive testing)
• Data refreshes are scheduled on a regular basis and emergency
refreshes can happen with no prior notification
• Staging environments are smaller in configuration and may not
be tuned to have the same performance as your production pod
• Automated migration of configurations from staging to production
is not yet supported

Staging Environment – Key Points
• You will use the Staging environment for configuring and testing
your implementation
• Oracle refreshes the Staging environment every 3 months, so
please take this into consideration in your project plans
• Use the Training and Support Center to determine when the next
Staging refresh is scheduled. If a refresh is coming up, wait until
the refresh completes before starting your configuration. You will
need to re-apply your configurations after the refresh if you do
not wait
• Since refreshes occur every 3 months, you need to plan on
completing your configuration and moving into Production within
that time-frame
• Your Staging and Production environments are down once a
week for 8 hours for routine maintenance

Customer Test Environment (CTE)
• Best Practices in Oracle CRM On Demand Test &

Development environments
– Customers can use these environments for development,
test, training or other appropriate purposes
– Accounts are managed in production environments with the
latest production patches
– This is a self-serve model with data, configuration, etc
controlled by customer
• For more information, see Doc ID 828483.1 in My
Oracle Support or contact your Sales Representative

Comparison of Options
Description Pros Cons

Use Customer Test • No additional cost • Cannot do Load or Performance Testing
Environment • Preferred method going • This environment is not refreshed so
forward as more capability will changes must be manually promoted
be enabled
Use Roles and Visibility • Exceptionally agile model • Proper planning is required from the
to create Dev, Test, Prod allowing for fast deployment of beginning of the project
and Training all in the change • May conflict with organizational rules about
same instance production environments
Purchase additional • Meets traditional • Additional cost involved
instances for Dev and organizational requirements • Changes must be manually promoted
Test better than a CTE between environments
Use Staging for Dev and • No additional cost • May be refreshed at any time
Test • Will be refreshed every quarter
• The primary purpose of Staging is for
Operations to test patches and upgrades
Use Single-Tenant pod • Customers have more • Additional cost involved
flexibility in planning the staging • Changes must be manually promoted
refresh between environments
• The primary purpose of Staging is for
Operations to test patches and upgrades

Planning – Significant Events

Planning Your Implementation – Significant Events
Include Key Events in Your Project Plan
• Your Staging and Production environments undergo weekly

maintenance and are down for approximately 8 hours
– You will be notified ahead of time if an extended maintenance time is
required
– Refer to the Training and Support Center System Notifications section
• Please take the maintenance schedule into consideration

– Especially when scheduling your data loads
– When scheduling and coordinating cut-over activities
• Staging refreshes occur every 3 months - you need to plan on

completing your configuration and moving into Production within
that time frame
• If you are planning a higher than normal data volume load, or

expect greater than normal usage, please notify Customer
Support in advance of this activity via a Service Request so the
CRM On Demand organization is aware of the activity

Planning Your Implementation – Significant Events
Include Key Events in Your Project Plan
• Allow adequate time for testing

– Business processes and user experience
– Technical objectives and support processes
• Allow time in your plan to handle the unexpected

– Businesses often need to be agile and adaptive
– It is rare that everything happens as planned
– Governance model should cater for this
• Allow adequate time to work with Oracle on issues/defects

– Potential for patching
– Potential for upgrade to a newer release

Going Live

Going Live
• Develop a clear and detailed plan for the go-live activities

• Review plan with all involved parties
• Perform dry-runs of the go-live plan
• Perform pilot deployments if technically feasible
• Use a checklist to manage final execution of the go-live activities
– Sign-off on key activities and prerequisite dependencies
– On-line access to plan and progress reports
– Scheduled calls to review and confirm progress and any required
adjustments

Going Live
• Ensure that your users know how to use any internal, Tier 1
support you have in place
• Ensure that your users know how to open SRs
– Details for logging and managing SRs can be reviewed in Section IV
– Ensure that you understand the escalation process
• Ensure that your system administrator is accurate (Primary
Contact)
• Ensure that your spam filters are set correctly
• Become an active member of user forums to share your
experiences with other CRM On Demand customers
• Participate in user groups

Going Live
• Communicate, Communicate, Communicate

– Dedicate resources to ensure the plan is understood and followed
• Celebrate
– Share the measurable success
– Recognize your key contributors
• Business
• Technical
• Partners
• Customers

Patches

Going Live
Planning for Patches
• Based on your maintenance schedule, CRMOD is taken down for

routine maintenance. The maintenance period may last up to 8
hours. The maintenance calendar is posted on the home page of
Training and Support Center in System Notifications section
• During this time Oracle undertakes preventive maintenance
activities, such as security patches, hardware upgrades and
database tuning
• Oracle may also deploy patches containing fixes for defects which
our customers have reported
• You should always plan for the system to be unavailable during the
posted scheduled maintenance
• Should additional time be required for maintenance, you will receive
an email from Oracle (based on your settings)

Going Live
Planning for Patches
• Patches are first applied in your Staging environment to verify no

issues when they are applied to Production. If issues are
encountered, Oracle reserves the right to reschedule the patch
– This stage patching is performed during the standard maintenance
window for your stage environment
• You have time to execute test scenarios in Staging before the patch
is moved to production. Open an SR to report any issues to Oracle
• View the Staging calendar on the Training and Support Center in the
System Notification Section
• After applying the patch to Staging, Oracle applies it to Production,
so that the two environments remain in sync
• Note that a patch could address an issue you currently are using a
workaround to avoid
– With the patch applied, you may be able to remove the work around and
reinstate normal use of the effected service feature

Upgrades (New Releases)

Going Live
Planning for Upgrades
• Major releases:
– Comprise significant new features
– Introduced 1-2 times per year
• Information about upgrades and new releases is emailed to the

Primary Contact in your organization and posted in the Training
and Support Center
– Please make sure your contact information is correct and up-to-date.

Going Live
Upgrades and New Releases
1. Staging refreshed with copy 2. Staging is upgraded

of production data
Production Staging
4. Production is upgraded 3. Customer validates upgrade

3a. Oracle validates upgrade

Going Live
Upgrades and New Releases – Timeline*
Approximate Timing Activity
6-8 weeks before Production • Notification of planned upgrade and upgrade schedule sent to
Upgrade customers
• Customer Validation Guidelines, Administrator Preview, Release
Notes, available training webinars, and FAQs sent to customers
4-6 weeks before Production • Customer’s staging environment is refreshed with a copy of
Upgrade customer’s production environment
3-4 weeks before Production • Stage Pod (including customer’s staging environment) upgraded
Upgrade to new release
3 weeks before Production • Customer validation testing begins in upgraded stage
Upgrade environment
• Customer logs issues via Service Request to Customer Care
1 week before Production • Customer validation testing ends
Upgrade • Last critical issues identified by customers resolved
Production Upgrade • Production Pod (including customer’s production environment)
upgraded to new release during extended maintenance period
* Typical activities are provided above to help explain the upgrade process. Timings are approximate and subject to change. Formal upgrade
schedules will be distributed six to eight weeks prior to the Production Upgrade for each Pod.

Going Live
Deciding How to Deploy New Functionality and Features
• In general, New Releases can be deployed without exposing the

new features to your user community
– This supports your business continuity
– This allows the service to be upgraded without the immediate need
for end-user training
• New features typically have administrative control over exposing

them to the users
– The majority of new features are turned off by default
• New features can be exposed to the user community when they

are fully understood and properly integrated into your business
processes
– You control the scheduling of deployment to suit your business
priorities

What To Do If You Have

Problems

What To Do If You Have Problems
1. Log a Service Request through My Oracle Support or by calling

Oracle Global Support
2. Escalate as appropriate
3. Contact your Technical Account Manager (TAM) if contracted
through an Enterprise Solution Management service offering
4. Contact your Service Delivery Manager (SDM) if contracted
through an Advances Support Assistance service offering

Service Requests
• A service request (SR) is a request by a licensed subscriber

(users, administrators) for help with a technical or non-technical
problem
• SRs can be created to ask how-to questions, submit change

requests, or report application issues (defects, outages, or
performance)
• Oracle SRs are logged via the Training and Support Center
within CRM On Demand and through the My Oracle Support
portal
• When needed, users can also call directly into our support team
to create an SR or get a status update on a current SR

Communicating the Issue
• If your issue is “how-to”, review the Knowledge Base on My

Oracle Support
• Contact Oracle support with a SR
• Make sure you have a clear problem statement:
– Cause and effect
– All known facts
– Is the issue reproducible? Provide reproducible steps in SR
• Make sure the business impact of the issue is well understood
• Review the SR updates from Support and provide frequent
updates to your SR
• If you are not satisfied with the progress, then follow the SR
escalation process

Service Request
Severity/Priority Definitions
No loss of service or resources
Minor loss of service or resources
Severe loss of service or resources w/o acceptable workaround
Complete loss of service or resources and work cannot

reasonably continue - the work is considered “mission critical”
Customer available 24x7 to respond their critical issue

Escalations
• Escalate an issue when you encounter critical roadblocks or are

dissatisfied with a resolution or response
• Communicate business issues to managers within Oracle
Support
• Escalate issues in a timely manner
• Quality of escalation criteria is key:
– Project deadlines
– Lost revenue
– Government reporting
– Users at your door

Escalation Process
Contact Us:
http://ebusiness.siebel.com/odcustomercare/contact/contact_cc.asp
+1.866.853.8521
VP or
Executive
Senior Manager
or Director
Manager /
Escalation Manager
Support Representative
Customer

Raising Severity versus Escalations
• Severity 1 issues or increases in severity are not escalations
• Escalating an issue means calling management’s attention to

your SR and when appropriate, more resources
– This two-way dialogue with a manager in Oracle Support will
determine the action plan and any increases in severity level
If the severity level of the SR becomes inappropriate over time,

it can be changed by mutual agreement between the Oracle
support engineer and the customer.

Logging and Managing Service Requests
• Use My Oracle Support and phone calls as appropriate

• Review status in My Oracle Support frequently
• Updates are also emailed to your provided address
• Detailed how to instructions for logging and managing SRs can
be found in Section IV

What to Expect in the

Event of Problems

What to Expect in the Event of Problems
• Oracle notifies customers about issues via My Oracle

Support and the Training and Support Center
– The Notifications area of the Training and Support Center will
include any service outages and situations concerning
diminished service
– Notifications are updated as the issue is addressed
– Root Cause Analysis (RCA) will be posted as closure to the
notification
• To receive an RCA, you may also submit a Service
Request for Severity 1 and 2 issues

Section III
My Oracle Support

My Oracle Support

Getting Started with Registration
• One-time registration to the My Oracle Support (formerly called

Metalink) portal
• First-time users of the My Oracle Support portal must do the
following to log / view SRs or access solutions:
– use https://support.oracle.com or click the Training and Support
link from within Oracle CRM On Demand
– Click either the Create a Service Request or Search Knowledge
link to access the Register Now! button
– The Register Now! button will take you to a short registration page.
– Enter the same e-mail address associated with your Oracle CRM On
Demand user account and select a password.
• We suggest using the same password you use to log in to Oracle
CRM On Demand
– Please revisit this whenever your company domain name or e-mail
addresses change.
– Click the Admin>My Profile links to ensure you use the same
password

My Oracle Support Registration

My Oracle Support Registration (continued)

My Oracle Support Sign In

The Knowledge Base

Browsing the Knowledge Base

Browsing the Knowledge Base (continued)

Browsing the Knowledge Base (continued)

Knowledge Articles

Recent Activity

Recent Searches

In the Knowledge

Searching the Knowledge Base

Section IV
Logging and Managing Service Requests (SRs)

Logging Service Requests
• To create a new Service Request or access an

existing Service Request, you need to be logged into
My Oracle Support
• Methods to access My Oracle Support
– Log in directly to My Oracle Support
https://support.oracle.com
– Click the Training and Support link at the top of any Oracle
CRM On Demand page

Oracle CRM On Demand SR Creation

Logging a Technical SR

Logging a Technical SR (continued)



Oracle CRM On Demand SR List

Searching SRs

Updating SRs


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Oracle CRM On Demand

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

Preliminary Reqts Release plan RTO

© 2009 Oracle Corporation – Proprietary and Confidential

• Meet twice per year

Customer • Customer Top 10 Process

© 2009 Oracle Corporation – Proprietary and Confidential

The following is intended to outline our general

© 2009 Oracle Corporation – Proprietary and Confidential

Enterprise Grade SaaS

© 2009 Oracle Corporation – Proprietary and Confidential

Public Sector and Complex

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

Sales 1.0 Social

Sales for Sales Reps

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

• Goals and Objectives

© 2009 Oracle Corporation – Proprietary and Confidential

• Success criteria defined

• Deployment project planned, scheduled and resourced

• Plan in place to confirm success

© 2009 Oracle Corporation – Proprietary and Confidential

Technical and advanced Self-paced training and Custom training

Administration Essentials Get Started Tutorial Web-Based Training

Data Import Workshop Webinars Onsite Training

Advanced Analytics Workshop Online Help Train-the-Trainer

To learn more, go to: http://crmondemand.oracle.com/en/services/training/index.htm.

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

• Take courses anytime, anywhere:

• Collaborate with other users

© 2009 Oracle Corporation – Proprietary and Confidential

• Access the Training and Support Center by selecting the Training

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

• Select the Help link on any Oracle CRM On Demand page

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

• Oracle CRM On Demand Standard Global Customer Support:

© 2009 Oracle Corporation – Proprietary and Confidential

Key Differentiators Customer Benefits

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential

Executive Workshop – Configuration, Data

© 2009 Oracle Corporation – Proprietary and Confidential

• ACS offerings include the following services to further

• To learn more about the Global ACS team and ACS

© 2009 Oracle Corporation – Proprietary and Confidential

ESCALATION MANAGEMENT • Improved alignment with

© 2009 Oracle Corporation – Proprietary and Confidential

• Partnership in delivery of desired