Tuesday Jan 14, 2014

Setting Up Collection Territory Assignments in EBS CRM R12

A crucial part of setting up Oracle Sales is the set up and use of territories.  In the Oracle Telesales Implementation Guide, the steps to create territories exist for a number of territory types, including postal code, area code, and company size.  Recently a new MOS note was created that shows users how to set up territories based on Customer, Account and Bill-To Levels. This note also has some helpful troubleshooting techniques, once the territories are set up, at the end of the note.  Take a look a Doc ID 1606625.1, this is a great note that goes step by step to show how to set up territories.  It includes screen shots and troubleshooting scripts to help with the process.

Thursday Oct 24, 2013

Service Territories White Paper - Setup and Configuration

If you use Oracle Teleservice then you are probably using Service Territories to route service requests to the right resources such as Call Center Agents, Field Service Technicians, Technical Support Groups etc.  Getting those routings to happen correctly and efficiently is key to delivering high-quality service, so having the correct territory setup is essential.  The Service development team have published a new White Paper to help you do just that! 

The White Paper includes information to help with understanding the required setups:

  • Service Territories - Locating and Sorting matching Territories, and Picking winning Territories
  • How to use Rank and Number of Winners
  • The different Access Types that can be setup
  • Operating Unit and how to use it effectively
  • How to setup and use Service Qualifiers
  • The limitation of some Geographic Qualifiers and how to overcome the limitations
  • How to use Web ADI to maintain Territories.

Territories setup screenshot

Read Doc ID 1234593.1 to access the white paper.  There was also a recent webcast on Territory Setup and Matching Attributes, you can access the recording via Doc ID 1455786.1.
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Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

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