Thursday, April 25, 2013

Checking the File Versions with SQL Query

Posted by at 1:47 AM

Many a times we need to check the file versions from our environment.
As functional consultants we generally don't have the database access.
Using the following query we can easily find the file versions without needing the help of a DBA


SELECT a.app_short_name, a.subdir, a.filename, b.version 
FROM   apps.ad_files a, 
       apps.ad_file_versions b 
WHERE  a.FILENAME like '%<filename>%' 
AND    a.file_id = b.file_id 
AND    a.app_short_name = 'HZ' --- e.g. : ASF, AMS.... 
AND    b.creation_date = (SELECT MAX (creation_date) 
                          FROM apps.ad_file_versions ver 
                          WHERE ver.file_id = a.file_id)

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CRM Foundation

Posted by at 1:44 AM


What is CRM Foundation..?

  • Common functionality across the suite - multi touch points
  • Provides a consistent set of services across applications
  • Channel Independence (web, telephony, email) 
Resource Manager :
- keeps track of resources - employees, third party vendors, partners,  etc.
- Single repository for business resources.

Territory Manager :
- Define & assigns transactions based on multiple criteria.
Notes & Calendar :
- Resource availability calendar. Free Text
- Productivity tool for individuals, groups and the organization as a whole.

Task Manager :
                  - Provides task creation and assignment.
                  - Enables definition of task dependencies.
                  - Supports recurring tasks.

Assignment Manager :
- Multiple assignment options(Can advise or assign automatically).
Interaction History :
- Captures all customer contact information.
- Repository for all interaction records.
Content Manager:
- Store Documents, Categorize & Control Access
1-1 Fulfillment :
- Supports high volume email blasts or fax/print requests.
Escalation Manager :
- Provide proactive escalation solution through Business Rule Monitor.

Thursday, April 18, 2013

A Sample Questionnaire for TeleSales Module

Posted by at 1:10 AM
A sample questionnaire for the Telesales Module to understand the AS-IS process of the Client.


Category
Process Analysis Questions
1
Source System
Mention the source systems existing at present to carry out the telesales activities
2
Source System
Where is the repository of telesales information stored and whether integrated?
3
Source System
If there is no repository, how they are all tracked at present?
4
Sales Org
What are the telesales groups existing at present?
5
Sales Org
In which system the telesales reporting hierarchies defined currently? (For example, is it available in HRMS application?)
6
Sales Org
What is the size of telesales team?
7
Sales Org
Whether any approval hierarchy exists in the telesales function?
8
Sales Org
Whether is there any separate calendar applicable for telesales? (For example telesales should be available 24X7 all days)
9
Sales Org
If separate calendar, the calendar details might be required during implementation
10
Sales Org
What are the roles of telesales group?
11
Sales Org
Whether there is any team available other than the groups mentioned above? If so, where is the information collected?
12
Sales Cycle
How are the customers classified?
13
Sales Cycle
How are the customers targeted?
14
Sales Cycle
Whether multiple interactions happen in one call? If so, how all of them are tracked?
15
Sales Cycle
Whether any forecast mechanism currently exist to list product wise sales opportunities?
16
Sales Cycle
What is the entry point for sales personnel to carry out the sales activity?
17
Sales Cycle
What are the various types of Sales Channel? (Direct, Web, Advertisement, etc)
18
Sales Cycle
What is the entry point, to start a lead?
19
Sales Cycle
Time frame until lead is active (1/2/3 months)
20
Sales Cycle
What is the metrics currently available to track lead?
21
Sales Cycle
What is the probability for a status to become a win opportunity?
22
Sales Cycle
Time frame for opportunity logs
23
Sales Cycle
What is the rating by which a customer is qualified as prospective?
24
Sales Cycle
How does the call center agent identify duplicate customer record?
25
Sales Cycle
Upon identification of duplicate customer record, whether the same information shared/stored anywhere in any system?
26
Sales Cycle
Whether any mechanism currently available to identify duplicate requisition (opportunity) for a same customer?
27
UWQ
How are the calls assigned to call center agents at present?
28
UWQ
Mention the key customer information that is needed to be displayed in the Sales agents desktop?
29
UWQ
How does the call agent have visibility of customer information? (For example on the account balance, card personal details, etc)
30
UWQ
Where does the call agent have visibility on the up-sell and cross-sell products information?
31
UWQ
Where is the delinquency information maintained?
32
UWQ
How the KYC system is linked to telesales system?
33
UWQ
Where do the call center agents access the DND registry?
34
UWQ
How does the call center agent task assignment happen?
35
UWQ
What is the average time taken for a call interaction?
36
UWQ
How does the call center agent send information to field sales personnel? (E-mail, Direct, Phone, etc)
37
UWQ
Where are call interaction notes stored and shared?
38
UWQ
How does the Absent Management handled at present?
39
UWQ
How does the call transfer between agents happen at present
40
Security
Whether any data access security is in place now?
41
Security
If data security is in place, how are they categorized? (For example, sales lead closure information is accessible only for certain users)
42
Others
Please list down the pain points, if any
43


A Sample Questionnaire for TeleService Module

Posted by at 12:55 AM
Before starting any implementation, the first step it to understand the AS-IS process of the client.
Here is a sample questionnaire which can be very helpful in understanding the Client's Process.

Sl. No
Category
Process Analysis Questions
1
Source System
Mention the source systems existing at present to carry out the teleservice activities
2
Source System
Where is the repository of teleservice information stored and whether integrated?
3
Source System
If there is no repository, how they are all tracked at present?
4
Service Org
What are the teleservice groups existing at present?
5
Service Org
In which system the teleservice reporting hierarchies defined currently? (For example, is it available in HRMS application?)
6
Service Org
What is the size of teleservice team?
7
Service Org
Whether any approval hierarchy exists in the teleservice function?
8
Service Org
Whether is there any separate calendar applicable for teleservice? (For example teleservice should be available 24X7 all days)
9
Service Org
If separate calendar, the calendar details might be required during implementation
10
Service Org
What are the roles of teleservice group?
11
Service Org
Whether there is any team available other than the groups mentioned above? If so, where is the information collected?
12
Service Cycle
How are customers classified?
13
Service Cycle
How does the customer complaint handled at present?
14
Service Cycle
What is the volume of customer complaints handled per month?
15
Service Cycle
Mention complaints that are logged frequently
16
Service Cycle
Among frequent complaints which complaints have highest percentage and whether they are critical complaints?
17
Service Cycle
What is the entry point for a service request?
18
Service Cycle
How does the service escalation handled at present?
19
Service Cycle
Whether multiple interactions happen in one call? If so, how all of them are tracked?
20
Service Cycle
What are the criteria for service request closure?
21
Service Cycle
How does the service request are tracked?
22
Service Cycle
What happens to the customer interaction information?
23
Service Cycle
Where does the Service Agent have the visibility on customer's product?
24
Service Cycle
Time frame until request is active (1/2/3 months)
25
Service Cycle
What is the metrics currently available to track lead?
26
Service Cycle
How does the center agent identify duplicate customer complaint?
27
Service Cycle
What is the action taken for an unresolved duplicate customer complaint? Are they tracked?
28
Service Cycle
Whether is there any knowledge base on standard complaints and resolution?
29
Service Cycle
Whether any mechanism exists for customer education before raise of complaint? (For example like FAQ, Troubleshooting tips, etc)
30
Service Cycle
Whether any mechanism exists for customer advice on renewal of their product? (For example payment dues, card renewal, etc)
31
UWQ
How are the service requests assigned to agents at present?
32
UWQ
Mention the key customer information that is needed to be displayed in the Service agents desktop?
33
UWQ
How does the service agent have visibility of customer information? (For example on the account balance, card personal details, etc)
34
UWQ
Where does the agent have visibility on the up-sell and cross-sell products?
35
UWQ
Where is the delinquency information maintained?
36
UWQ
Whether KYC system is linked to teleservice system? If so, how
37
UWQ
What is the average time taken for a service request closure?
38
UWQ
How does the service request transfer between agents/superiors happen at present
39
UWQ
How does the agent send service request information to next level of action? (E-mail, Direct, Phone, etc)
40
UWQ
How does the customer interaction captured and stored?
41
UWQ
How does the Absent Management handled at present?
42
Security
Whether any data access security is in place now?
43
Security
If data security is in place, how are they categorized?
44
Others
Please list down the pain points, if any



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