Category: Tutorials

Customizing Oracle Fusion CRM

We have prepared a short video, which talks in detail about “Extending Oracle Fusion CRM”. It covers information about the MDS Repository, Engine, Various layers where customizations can be done, how these are stored in the repository and how they are retrieved at the runtime to provide different experience to different users.

Customizing Oracle Fusion CRM

We will be coming up with more advanced videos on Oracle Fusion CRM in the coming days. For more details and to answer any of your queries, feel free to reach us at

Oracle Fusion CRM Reporting

Oracle Fusion CRM comes with a comprehensive Reporting Module, which is very easy to use, flexible, yet powerful enough to capture all your reporting needs.

If you are already comfortable with Oracle’s BI (OBIEE Or CRM On Demand Answers) way of creating reports, this should be very easy for you, there is basically not much to unlearn / relearn as you can see from the steps below:

Step 1 : Go to “Navigator” > “Tools” > “Reports and Analytics”

Step 2 : From the left navigation, click on “Create” Icon, It opens a popup screen

Step 3 : Select your Subject Area, Reporting Wizard Starts

Step 4a : Select Columns / Organize them as per your requirements

Step 4b : Name your report, Select Views (Table / Chart / Both), Decide on the layout

Step 4c : Edit Table

Step 4d : Edit Chart

Step 4e : Filter your records (to display limited information in your report), Sort them based on one or more fields (Ascending / Descending)

Step 4f : Define Conditional Highlighting (If any)

Step 4g : Define Location : My Folders / Shared Folders / Subfolders & Save

Step 5 : From the left navigation, Click on the folder specified in Step 4g, Click on the report name, Click on “View” to view the report, Or “Edit” to edit the same

Exporting Options In Oracle Fusion CRM

Oracle Fusion Apps provide flexible options to export your data as spreadsheets, for offline usage. Let us see how this is done in a typical Fusion CRM Screen:

Step 1 : Login to Fusion CRM

Step 2 : Click on “Navigator” and browse to the screen where you want to export data from

Step 3 : Using the left navigation, click on the correct list which you want to export

Step 4 : (Optional) Filter out records using the “Query By Example” Option, so that you only export limited records, not all

Step 5 : Click on “View” > “Columns” to select all the fields you want to make visible in your exported spreadsheet file

Step 6 : Repeat Step 5 to show all required fields in your current view (If there are too many fields, use “View” > “Columns” > “Manage Columns”

Step 7 : Click on “Actions” > “Export To Excel” Or simply click the icon “Export To Excel”, After few seconds, the spreadsheet will start downloading

Customer Management In Oracle Fusion CRM

Oracle Fusion CRM offers various advanced functionalities for business users, however all these can only be utilized if you have a strong Customer database. This article shows you step by step how this is done.

Step 1 : Login to Fusion CRM


Step 2 : From the home page, Click on “Navigate > Sales > Customers”

Step 3 : From the left navigation, select “Create Customer” (Or use the “Quick Create” option available just below)

Step 4 : Enter the form to create the customer (and one contact too)

Step 5 : Click on “Customers” link in the left navigation. You will be taken to the landing page, where you can see your newly created customer, On click of the customer name, you can also view the contacts, Tasks and Calendar data associated with this customer

Step 6 : Click on the Orange Dot before the name of your newly created Customer, you will see a nice business card view, where you can see more details about this customer in a single view

Step 7 : From this window, you can do various things. For example, Select primary contact for the customer, Select Primary Address, View / Add Notes, View / Add Interactions, Research about the customer on web, Download the customer details to your Microsoft Outlook etc.,

To Start with, let us look into the Notes option, Click on the “Notes” link and you will get a screen similar to below:

Step 8 : You can click on “Create” Icon and start entering a note using simple text, or rich / formatted text:

Step 9 : You can go back to Step 6 above, and click on “Interactions”. You will find a screen where various types of interactions with this customer can be captured. For example, Email, Phone call, Web Conference, Fax, Meeting, Chat etc.,

Step 10 : Click on “Create” icon and you can capture details about the interaction(s) you had with this customer:

Step 11 : Next, go back to Step 6 view and Click on “Find On Web”, it opens a new browser tab with Google Search results about this customer

Step 12 : Finally, Click on “Add to my address book”, you can download your current customer as a .vcf entry, which can be added to your Email Client such as Microsoft Outlook:

That’s it. These are the basic things you can do with Oracle Fusion CRM Customer Management. We will discuss lot of advanced topics in our next article(s). Stay tuned, Happy CRMing!

Oracle Fusion CRM : Territory Management

Oracle Fusion CRM provides an easy to use Territory Management module, for sales teams to organize their sales regions into multiple territories, based on various criteria / Dimensions (Example : Geography, Product, Industry, Account etc.,)

Once these are decided and the territories are defined, we can attach metrics to them. These are used by the sales team members to track how well their territories are doing. (Example: Potential Market, Revenue etc.,)

For example, Let us say a particular vertical allows the market potential of 100 Million Dollars. You can create child territories under this market (based on one or more dimensions), assign a “Total Market Potential” and Owner to each one of them. Once this is done, the actual revenue billing can be assigned to these child territories for a comparison, how much of the potential these territories are meeting. Fusion CRM provides detailed graphical analytic tools for this purpose.

In addition to simple territory definition, you can also Validate your territories. This will present a detailed report in terms of

* Invalid Dimension Members
* Overlaps and
* Gaps

In case you find any issues with this result, you can always go back and correct your territory definitions. After that, don’t forget to revalidate and confirm everything is in place.

Once this is completed, the sales manager can assign quotas to each Territory defined. This can be done as an amount (Dollar value) or Percentage. You can even adjust the quota by manually defining it.

In addition to manual Quota assignment, you can also use an automated “Quota Distribution tool”, based on various factors (Past performance over ‘n’ years, custom mathematical formula, if required). This makes the assignment faster, and realistic.

Next, you need to apply Seasonality, which splits the quota into Q1, Q2, Q3 & Q4.

Finally, we publish the quota for the corresponding owners to see and act on. Fusion CRM Automatically informs the territory owners that a quota is set for them.

As you can see in the above steps, Oracle Fusion CRM makes territory definition and assignment very easy and straightforward, so that the sales team can spend time on what they do best, selling!

Using CRM Desktop With Oracle CRM On Demand #CRMOD R19

CRM Desktop is an offline tool provided by Oracle, for accessing its CRM On Demand R19 data from Microsoft Outlook, We have been using it for quite some time and prepared a short guide on how to install / configure / use CRM Desktop for Oracle CRM On Demand, so that you can start accessing CRM On Demand data from your familiar Microsoft Outlook interface.

To view the slides :