Oracle B10553-01 User Manual

Oracle® Territory Management

Implementation Guide

Release 11i (11.5.9)

Part No. B10553-01

April 2003

Oracle Territory Management Implementation Guide, Release 11i

Part No. B10553-01

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Contents

Send Us Your Comments.................................................................................................................. vii

Preface............................................................................................................................................................ ix

Intended Audience ................................................................................................................................ ix

How To Use This Guide ....................................................................................................................... ix

Documentation Accessibility ................................................................................................................ x

Other Information Sources.................................................................................................................... x

Do Not Use Database Tools to Modify Oracle Applications Data ................................................ xv

About Oracle ........................................................................................................................................ xvi

Part I Getting Started

1 Introduction

1.1 The Oracle E-Business Suite................................................................................................. 1-1

1.1.1 The Applications in the E-Business Suite ................................................................... 1-2

1.2 Oracle Territory Management Overview .......................................................................... 1-5

1.2.1 Components.................................................................................................................... 1-6

1.2.2 Named Accounts............................................................................................................ 1-6

1.2.3 Oracle Territory Management Features...................................................................... 1-6

1.3 New in this Release............................................................................................................... 1-7

2 Before You Begin

2.1 Related Documentation........................................................................................................ 2-1

2.2 Installation Verification........................................................................................................ 2-1

2.2.1 Create a Territory........................................................................................................... 2-1

2.2.2 Run Concurrent Programs............................................................................................ 2-2

2.2.3 Test with a Lead ............................................................................................................. 2-2

2.3 Oracle Territory Management Dependencies................................................................... 2-3

iii

Part II Implementing Oracle Territory Management

3 Implementation Overview

3.1 Process Description ............................................................................................................... 3-1

3.1.0.1 Phase I: Territory Planning.................................................................................... 3-2

3.1.0.2 Phase II: Setting Up Territories ............................................................................. 3-2

3.1.0.3 Phase III: Creating Named Account Territories ................................................. 3-2

3.1.0.4 Phase IV: Managing Territories ............................................................................ 3-2

3.2 Implementation Task Sequence........................................................................................... 3-2

3.3 Multi-Org................................................................................................................................ 3-4

4 Phase I: Territory Planning

4.1 Planning Your Territories..................................................................................................... 4-1

4.2 Sales Territory Planning Example....................................................................................... 4-3

4.2.1 Step 1: What business objects are we assigning?....................................................... 4-5

4.2.2 Step 2: What qualifiers should we use?....................................................................... 4-5

4.2.3 Step 3: Territory hierarchy - Define date effectivity and number of winners....... 4-6

4.2.4 Step 4: Territory hierarchy – Define Catch Alls......................................................... 4-7

4.2.5 Step 5: Territory hierarchy – Placeholder territories................................................. 4-8

4.2.6 Step 6: How to implement named account territories.............................................. 4-8

4.2.7 Step 7: How to implement geographic territories ..................................................... 4-9

4.2.8 Step 8: How to support overlays................................................................................ 4-10

4.2.9 Step 9: What is an appropriate territory hierarchy for overlays?.......................... 4-11

4.2.10 Step 10: What rank should each territory have?...................................................... 4-15

4.2.11 Step 11: Have you met all your business requirements?........................................ 4-15

4.2.12 Leverage Territory Hierarchies and Inheritance ..................................................... 4-15

4.2.13 Leverage Territory Ranking and Number of Winners ........................................... 4-16

4.2.14 Appropriate Choice of Qualifiers............................................................................... 4-16

4.2.15 Qualifier Rules.............................................................................................................. 4-18

4.2.16 Migrating Territories.................................................................................................... 4-18

4.3 Sales Territory Qualifiers.................................................................................................... 4-18

4.4 Service Territory Qualifiers................................................................................................ 4-20

iv

5 Phase II: Setting Up Territories

5.1 Overview of Creating Territories........................................................................................ 5-1

5.2 Qualifiers ................................................................................................................................ 5-2

5.2.1 Transaction Qualifiers ................................................................................................... 5-2

5.2.1.1 Sample List of Seeded Transaction Qualifiers.................................................... 5-2

5.2.1.2 Customer Name and Customer Name Range,................................................... 5-3

5.2.2 Resource Qualifiers........................................................................................................ 5-4

5.2.3.1 Seeded Qualifiers.................................................................................................... 5-4

5.3 Territory Hierarchies ............................................................................................................ 5-5

5.4 Territory Winning Rules ...................................................................................................... 5-5

5.5 Enabling Existing Qualifiers................................................................................................ 5-7

5.6 Creating Individual Territories ........................................................................................... 5-9

5.7 Entering Transaction Qualifiers ........................................................................................ 5-11

5.8 Entering Resource Qualifiers............................................................................................. 5-13

5.9 Specifying Resources for a Territory ................................................................................ 5-14

5.10 Adding Subterritories......................................................................................................... 5-16

5.11 Running Concurrent Programs......................................................................................... 5-17

6 Phase III: Creating Named Account Territories

6.1 Overview of Creating Named Account Territories.......................................................... 6-1

6.1.1 Components of Self-Service Named Accounts.......................................................... 6-2

6.1.2 Ongoing Maintenance ................................................................................................... 6-2

6.1.3 Annual Maintenance ..................................................................................................... 6-3

6.1.4 Territory Autogeneration Mechanics.......................................................................... 6-3

6.2 Named Account Territory Process...................................................................................... 6-4

6.3 Migrating from Existing Territories to Named Account Territories ............................. 6-5

6.4 Enabling Qualifiers ............................................................................................................... 6-7

6.5 Creating a Parent Territory.................................................................................................. 6-7

6.6 Creating Territory Groups ................................................................................................... 6-7

6.7 Defining Named Account Rules ......................................................................................... 6-9

6.8 Assigning the Sales Team to Named Accounts .............................................................. 6-11

6.9 Running Concurrent Programs......................................................................................... 6-12

6.10 Usage Implementation........................................................................................................ 6-14

v

Part III Post Implementation Tasks

7 Verify the Implementation

7.1 Verification Tasks .................................................................................................................. 7-1

8 Troubleshooting

8.1 Tips for Fine-tuning Territory Assignment Performance................................................ 8-1

8.2 If the Generate Territory Packages Fails ............................................................................ 8-2

8.3 Frequently Asked Questions (FAQs) about Transaction Qualifiers.............................. 8-2

8.4 Diagnostic Reports ................................................................................................................ 8-4

vi

Send Us Your Comments

Oracle Territory Management Implementation Guide, Release 11i

Part No. B10553-01

Oracle Corporation welcomes your comments and suggestions on the quality and usefulness of this
document. Your input is an important part of the information used for revision.

■ Did you find any errors?

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If you find any errors or have any other suggestions for improvement, please indicate the document
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Oracle Territory Management Documentation
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Redwood Shores, CA 94065
USA

If you would like a reply, please give your name, address, telephone number, and (optionally) elec­tronic mail address.

If you have problems with the software, please contact your local Oracle Support Services.

vii

viii

Intended Audience

Welcome to Release 11i of the Oracle Territory Management Implementation Guide.
This guide assumes you have a working knowledge of the following:

■ The principles and customary practices of your business area.

■ Oracle Territory Management

If you have never used Oracle Territory Management, Oracle suggests you
attend one or more of the Oracle Territory Management training classes
available through Oracle University.

■ The Oracle Applications graphical user interface.

To learn more about the Oracle Applications graphical user interface, read the
Oracle Applications User’s Guide.

See Other Information Sources for more information about Oracle Applications
product information.

How To Use This Guide

This document contains the information you need to understand and use Oracle
Territory Management.

Preface

■ Chapter 1 introduces the application and what is new in this release.

■ Chapter 2 provides reference information including other documentation and

dependencies for the application.

■ Chapter 3 lists the sequence of tasks needed to implement the application.

ix

■ Chapter 4 covers the planning phase of the implementation.

■ Chapter 5 explains how to enable qualifiers as part of the implementation.

■ Chapter 6 provides the procedures for creating territories.

■ Chapter 7 covers verifying the implementation.

■ Chapter 8 contains troubleshooting tips.

Documentation Accessibility

Our goal is to make Oracle products, services, and supporting documentation
accessible, with good usability, to the disabled community. To that end, our
documentation includes features that make information available to users of
assistive technology. This documentation is available in HTML format, and contains
markup to facilitate access by the disabled community. Standards will continue to
evolve over time, and Oracle Corporation is actively engaged with other
market-leading technology vendors to address technical obstacles so that our
documentation can be accessible to all of our customers. For additional information,
visit the Oracle Accessibility Program Web site at
http://www.oracle.com/accessibility/.

Accessibility of Code Examples in Documentation JAWS, a Windows screen

reader, may not always correctly read the code examples in this document. The
conventions for writing code require that closing braces should appear on an
otherwise empty line; however, JAWS may not always read a line of text that
consists solely of a bracket or brace.

Other Information Sources

You can choose from many sources of information, including online documentation,
training, and support services, to increase your knowledge and understanding of
Oracle Territory Management.

If this guide refers you to other Oracle Applications documentation, use only the
Release 11i versions of those guides.

Online Documentation

All Oracle Applications documentation is available online (HTML or PDF). Online
help patches are available on MetaLink.

x

Related Documentation

Oracle Territory Management shares business and setup information with other
Oracle Applications products. Therefore, you may want to refer to other product
documentation when you set up and use Oracle Territory Management.

You can read the documents online by choosing Library from the expandable menu
on your HTML help window, by reading from the Oracle Applications Document
Library CD included in your media pack, or by using a Web browser with a URL
that your system administrator provides.

If you require printed guides, you can purchase them from the Oracle Store at
http://oraclestore.oracle.com.

Documents Related to All Products

Oracle Applications User’s Guide

This guide explains how to enter data, query, run reports, and navigate using the
graphical user interface (GUI) available with this release of Oracle Territory
Management(and any other Oracle Applications products). This guide also includes
information on setting user profiles, as well as running and reviewing reports and
concurrent processes.

You can access this user’s guide online by choosing "Getting Started with Oracle
Applications" from any Oracle Applications help file.

Documents Related to This Product

Oracle Territory Management User Guide

This guide contains procedures for updating and managing territories.

Installation and System Administration

Oracle Applications Concepts

This guide provides an introduction to the concepts, features, technology stack,
architecture, and terminology for Oracle Applications Release 11i. It provides a
useful first book to read before an installation of Oracle Applications. This guide
also introduces the concepts behind Applications-wide features such as Business
Intelligence (BIS), languages and character sets, and Self-Service Web Applications.

xi

Installing Oracle Applications

This guide provides instructions for managing the installation of Oracle
Applications products. In Release 11i, much of the installation process is handled
using Oracle Rapid Install, which minimizes the time to install Oracle Applications,
the Oracle8 technology stack, and the Oracle8i Server technology stack by
automating many of the required steps. This guide contains instructions for using
Oracle Rapid Install and lists the tasks you need to perform to finish your
installation. You should use this guide in conjunction with individual product
user’s guides and implementation guides.

Upgrading Oracle Applications

Refer to this guide if you are upgrading your Oracle Applications Release 10.7 or
Release 11.0 products to Release 11i. This guide describes the upgrade process and
lists database and product-specific upgrade tasks. You must be either at Release 10.7
(NCA, SmartClient, or character mode) or Release 11.0, to upgrade to Release 11i.
You cannot upgrade to Release 11i directly from releases prior to 10.7.

Maintaining Oracle Applications

Use this guide to help you run the various AD utilities, such as AutoUpgrade,
AutoPatch, AD Administration, AD Controller, AD Relink, License Manager, and
others. It contains how-to steps, screenshots, and other information that you need to
run the AD utilities. This guide also provides information on maintaining the
Oracle applications file system and database.

xii

Oracle Applications System Administrator’s Guide

This guide provides planning and reference information for the Oracle Applications
System Administrator. It contains information on how to define security, customize
menus and online help, and manage concurrent processing.

Oracle Alert User’s Guide

This guide explains how to define periodic and event alerts to monitor the status of
your Oracle Applications data.

Oracle Applications Developer’s Guide

This guide contains the coding standards followed by the Oracle Applications
development staff. It describes the Oracle Application Object Library components
needed to implement the Oracle Applications user interface described in the Oracle
Applications User Interface Standards for Forms-Based Products. It also provides

information to help you build your custom Oracle Forms Developer 6i forms so that
they integrate with Oracle Applications.

Oracle Applications User Interface Standar ds for Forms-Based Products

This guide contains the user interface (UI) standards followed by the Oracle
Applications development staff. It describes the UI for the Oracle Applications
products and how to apply this UI to the design of an application built by using
Oracle Forms.

Other Implementation Documentation

Multiple Reporting Currencies in Oracle Applications

If you use the Multiple Reporting Currencies feature to record transactions in more
than one currency, use this manual before implementing Oracle Territory
Management. This manual details additional steps and setup considerations for
implementing Oracle Territory Management with this feature.

Multiple Organizations in Oracle Applications

This guide describes how to set up and use Oracle Territory Management with
Oracle Applications' Multiple Organization support feature, so you can define and
support different organization structures when running a single installation of
Oracle Territory Management.

Oracle Workflow Administrator's Gu ide

This guide explains how to complete the setup steps necessary for any Oracle
Applications product that includes workflow-enabled processes, as well as how to
monitor the progress of runtime workflow processes.

Oracle Workflow Developer's Guide

This guide explains how to define new workflow business processes and customize
existing Oracle Applications-embedded workflow processes. It also describes how
to define and customize business events and event subscriptions.

Oracle Workflow User's Guide

This guide describes how Oracle Applications users can view and respond to
workflow notifications and monitor the progress of their workflow processes.

xiii

Oracle Workflow API Reference

This guide describes the APIs provided for developers and administrators to access
Oracle Workflow.

Oracle Applications Flexfields Guide

This guide provides flexfields planning, setup and reference information for the
Oracle Territory Management implementation team, as well as for users responsible
for the ongoing maintenance of Oracle Applications product data. This manual also
provides information on creating custom reports on flexfields data.

Oracle eTechnical Reference Manuals

Each eTechnical Reference Manual (eTRM) contains database diagrams and a
detailed description of database tables, forms, reports, and programs for a specific
Oracle Applications product. This information helps you convert data from your
existing applications, integrate Oracle Applications data with non-Oracle
applications, and write custom reports for Oracle Applications products. Oracle
eTRM is available on Metalink

Oracle Applications Message Reference Manual

This manual describes Oracle Applications messages. This manual is available in
HTML format on the documentation CD-ROM for Release 11i.

Oracle CRM Application Foundation Implementation Guide

Many CRM products use components from CRM Application Foundation. Use this
guide to correctly implement CRM Application Foundation.

xiv

Training and Support

Tra ining

Oracle offers training courses to help you and your staff master Oracle Territory
Management and reach full productivity quickly. You have a choice of educational
environments. You can attend courses offered by Oracle University at any one of
our many Education Centers, you can arrange for our trainers to teach at your
facility, or you can use Oracle Learning Network (OLN), Oracle University's online
education utility. In addition, Oracle training professionals can tailor standard
courses or develop custom courses to meet your needs. For example, you may want
to use your organization’s structure, terminology, and data as examples in a
customized training session delivered at your own facility.

Support

From on-site support to central support, our team of experienced professionals
provides the help and information you need to keep Oracle Territory Management
working for you. This team includes your Technical Representative, Account
Manager, and Oracle’s large staff of consultants and support specialists with
expertise in your business area, managing an Oracle8i server, and your hardware
and software environment.

OracleMetaLink

OracleMetaLink is your self-service support connection with web, telephone menu,
and e-mail alternatives. Oracle supplies these technologies for your convenience,
available 24 hours a day, 7 days a week. With OracleMetaLink, you can obtain
information and advice from technical libraries and forums, download patches,
download the latest documentation, look at bug details, and create or update TARs.
To use MetaLink, register at (http://metalink.oracle.com).

Alerts: You should check OracleMetaLink alerts before you begin to install or
upgrade any of your Oracle Applications. Navigate to the Alerts page as follows:
Technical Libraries/ERP Applications/Applications Installation and
Upgrade/Alerts.

Self-Service Toolkit: You may also find information by navigating to the
Self-Service Toolkit page as follows: Technical Libraries/ERP
Applications/Applications Installation and Upgrade.

Do Not Use Database Tools to Modify Oracle Applications Data

Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data
Browser, database triggers, or any other tool to modify Oracle Applications data
unless otherwise instructed.

Oracle provides powerful tools you can use to create, store, change, retrieve, and
maintain information in an Oracle database. But if you use Oracle tools such as
SQL*Plus to modify Oracle Applications data, you risk destroying the integrity of
your data and you lose the ability to audit changes to your data.

Because Oracle Applications tables are interrelated, any change you make using
Oracle Applications can update many tables at once. But when you modify Oracle
Applications data using anything other than Oracle Applications, you may change a
row in one table without making corresponding changes in related tables. If your
tables get out of synchronization with each other, you risk retrieving erroneous
information and you risk unpredictable results throughout Oracle Applications.

xv

About Oracle

When you use Oracle Applications to modify your data, Oracle Applications
automatically checks that your changes are valid. Oracle Applications also keeps
track of who changes information. If you enter information into database tables
using database tools, you may store invalid information. You also lose the ability to
track who has changed your information because SQL*Plus and other database
tools do not keep a record of changes.

Oracle Corporation develops and markets an integrated line of software products
for database management, applications development, decision support, and office
automation, as well as Oracle Applications, an integrated suite of more than 160
software modules for financial management, supply chain management,
manufacturing, project systems, human resources and customer relationship
management.

Oracle products are available for mainframes, minicomputers, personal computers,
network computers and personal digital assistants, allowing organizations to
integrate different computers, different operating systems, different networks, and
even different database management systems, into a single, unified computing and
information resource.

Oracle is the world’s leading supplier of software for information management, and
the world’s second largest software company. Oracle offers its database, tools, and
applications products, along with related consulting, education, and support
services, in over 145 countries around the world.

xvi

Getting Started

This section of the contains the following chapters:

■ Chapter 1, "Introduction"

■ Chapter 2, "Before You Begin"

Part I

This chapter provides information on the following topics:

■ Section 1.1, "The Oracle E-Business Suite"

■ Section 1.2, "Oracle Territory Management Overview"

■ Section 1.3, "New in this Release"

1.1 The Oracle E-Business Suite

The Oracle E-Business Suite is a comprehensive web-based answer for
business-to-business (B2B) and business-to-consumer (B2C) selling, marketing, and
servicing through the Internet. The Oracle E-Business Suite consists of front-office
Customer Relationship Management (CRM) applications and back-office Enterprise
Resource Planning (ERP) applications. These applications automate marketing,
sales, contracts, service, manufacturing, and supply chain processes as well as
financial operations, project management, human resources operations, and
business intelligence systems.

1

Introduction

The Oracle E-Business Suite sits on a multi-layer platform which includes:

■ Oracle 9i Database

■ Oracle 9i Application Server

■ Common Services and Components

■ Oracle Internet Business Intelligence

Oracle 9i Database

All applications reside on the Oracle9i Database. The Oracle database drives
enterprise E-Business applications, online transaction processing applications

Introduction 1-1

The Oracle E-Business Suite

(OLTP), query-intensive data warehouses, and high capacity web sites. Because the
Oracle database is available on many different platforms, applications can scale
from handheld to laptop to desktop to enterprise providing consistent information
over multiple channels.

Oracle 9i Application Server

The Oracle 9i Application Server (Oracle 9iAS) is a middle-tier server which
independently delivers the technology needed to build web sites and applications,
create personalized portals, extract business intelligence, and manage a secure web
site infrastructure.

Common Services and Components

All the applications can leverage the common infrastructure and services
components. Functionality includes Oracle Forms, Oracle Reports, Oracle
Application Object Library (AOL), the Oracle JDeveloper and Oracle Discoverer
development tools, the coding and UI standards, and other functionality used by
the applications.

For example, you can extend the applications according to your business needs
using flexfields. You can create and assign responsibilities using the system
administrator responsibility. Also, you can use Oracle Workflow to configure
background processes and set up notifications so that all the appropriate managers
and groups are notified.

Oracle Internet Business Intelligence

Above the E-Business Suite sits the Internet Business Intelligence application. This
application integrate data from all of the E-Business Suite applications to provide
key performance measurements, operating alerts, and management reports to every
decision maker across the enterprise.

1.1.1 The Applications in the E-Business Suite

Customers can seamlessly share data from front-end applications (CRM) to backend
applications (ERP). The CRM applications include:

■ the Marketing suite

■ the Sales suite

■ the Contracts suite

■ the Service suite

1-2 Oracle Territory Management Implementation Guide

The Oracle E-Business Suite

■ the eCommerce suite

The ERP applications include:

■ Oracle Order Management

■ Oracle Supply Chain Planning

■ Oracle Manufacturing

■ Oracle Financials

■ Oracle Human Resources Management System

Customer Relation Management (CRM)

Companies use Oracle's CRM suite of applications to acquire, maintain, and
enhance customer relationships, by assisting companies with marketing
automation, sales force automation, contracts management, customer service and
support, and business intelligence, in a multi-channel environment.

■ The Marketing suite provides campaign planning and execution, budget

management, list creation, reporting and analysis tools. Marketing professionals
use the Oracle Marketing applications to drive quality leads to sales, to expand
reach and to maximize marketing effectiveness by using a comprehensive set of
marketing automation, analysis and multi-channel execution capabilities. The
Marketing suite offers seamless integration with sales, service and operations.

■ The Sales suite provides integrated tools for all those who are involved in the

sales process, including field salespeople, telesales agents, distributors and
resellers, customers purchasing over the Internet and sales executives.

Armed with up-to-the minute information regarding customers, leads and
opportunities, as well as forecasts and compensation plans and projections,
managers can proactively and effectively manage a sales force while providing
the sales people with the information needed to close sales. Using this
information, the field sales force, telesales teams, resellers, and web storefronts
can collaborate in closing more business together as one sales team.

■ The Contracts suite enables authoring, executing and managing contracts,

warranties and extended warranties which provides visibility to contract
entitlements and proactively acting upon contractual commitments. Whether a
buyer or a seller, issuing contracts or receiving them, the Contracts suite
automates the full contract life cycle.

■ The Service suite manages service activities with the goals of profitability,

employee productivity and complete customer satisfaction by addressing all

Introduction 1-3

The Oracle E-Business Suite

service and support activities from initial contact with the customer through
issue resolution. Automating service efforts can potentially transform an area
that has historically proven to be a cost center into a revenue generator.

This suite of applications provides customer support, field service and depot
repair functionality. In addition, Oracle Services offers complete visibility into
spare parts availability, logistics, service billing and customer contract
entitlements. Oracle Customer Care provides full access to customer
information from each touch point in the enterprise and to each customer care
agent or other employees who interact with the customer. All of the Service
products can be deployed across web, call center and mobile field channels.

■ The eCommerce suite of products aids in establishing profitable long-term

relationships with customers through one-to-one marketing and personalized
shopping experiences as well as proactive support and self-service capabilities.
Oracle eCommerce synchronizes all customer interactions and transactions by
integrating web-based channels with traditional channels.

Enterprise Resource Planning (ERP)

Companies use the ERP applications to control their back-office operations. For
example:

■ Oracle Order Management applications feature advanced configurator

functionality, global available to promise, flexible pricing support, efficient
delivery, high volume transactions and flexibility to adapt to changing business
conditions.

■ Oracle Supply Chain Planning applications provide the tools required to

optimize flow of material, cash, and information across the extended supply
chain.

■ Oracle Manufacturing applications support all styles of manufacturing -

engineer-to-order, discrete, process, flow, lot based, and project based
manufacturing.

■ Oracle Financials provide solutions for strategic planning, accounting, treasury,

project management, and travel management.

■ Oracle Human Resources Management System is a comprehensive solution for

managing a company's human resources, allowing organizations to attract,
retain and develop critical skills and knowledge on a global basis.

1-4 Oracle Territory Management Implementation Guide

Common Application Architecture

The Common Application Architecture includes functionality that supports both
CRM and ERP applications. For example, TCA, Oracle's Trading Community
Architecture, consists of a database schema and Application Programming
Interfaces (APIs) where you can model the complex relationships that occur within
a business community and enter that data consistently throughout the enterprise.
Because the model is not hierarchical, Oracle applications can model complex
B2B2C relationships and not to be limited to either a B2B or B2C implementation.
TCA delivers a 360-degree view of the customer.

1.2 Oracle Territory Management Overview

Oracle Territory Management assigns business objects (customers and leads, for
example) to resources based on configurable business rules. It defines who owns
what.

An example of a sales territory is: all high-tech companies within a specific
geographic area assigned to sales representative Joe or Sam’s sales group. This
territory is defined using the following qualifiers:

■ Account Classification = High Tech

Oracle Territory Management Overview

■ State = California

The resource assigned to the territory is Joe who is in Sam’s sales group.
When concurrent programs are run, the territory assignment engine assigns

resources to business objects such as the following:

■ customers

■ leads

■ opportunities

■ service requests

■ tasks

■ contract renewals

■ defects

■ trade management claims and offers

■ delinquencies

Introduction 1-5

Oracle Territory Management Overview

1.2.1 Components

For all territory implementations the territory administrator uses the Forms
windows to create qualification rules and to create territories and a hierarchy of
territories, each with assigned resources.

Sales territory implementors have the option to establish named account territories.
Administrators use the HTML pages to create territory groups and named accounts.
Sales managers then use the HTML pages to assign their named accounts to
individual sales representatives.

Individual sales representatives use the HTML pages to review the named accounts
they own and information about the sales team for an account.

The territory lookup tool in HTML is available for anyone to look up the
salespeople assigned to an account.

1.2.2 Named Accounts

Most customers fall into sales territories segmented along geographic or industry
boundaries. Named accounts represent individual customers elevated from
geographic territories and deemed by a sales organization as critical enough to have
their own salesperson or account manager.

By their very nature, named account territories are difficult and complex to
maintain and revolve around a decentralized business process.

A set of named accounts are identified and associated to a sales division by upper
levels of sales management. The sales vice presidents responsible for the sales
division distribute named accounts to their directs in a top down fashion through
the sales hierarchy until all named accounts are owned by salespersons.

1.2.3 Oracle Territory Management Features

Oracle Territory Management includes the following features:

■ Over 100 qualifiers through which to define territory rules

■ Assignment to individual resources or groups (for sales)

■ Assignment to individual resources or groups or teams (for service)

■ Named account support

■ HTML based product flows for the distribution of named accounts

■ Configurable territory exception handling through Oracle Workflow

1-6 Oracle Territory Management Implementation Guide

■ Territory diagnostics

1.3 New in this Release

This document describes functionality to be delivered in the Oracle E-Business Suite

11.5.9 release. If you are implementing this product prior to the release, using
product minipacks or family packs, some new functionality may be dependent on
integration with other Oracle products. Please consult MetaLink for relevant
product patches and documentation.

The following new features have been added to Oracle Territory Management in
this release.

HTML Self-Service Named Accounts for Sales

Named accounts are centrally identified to a sales organization and distributed top
down to individual salespeople. Sales managers use self-service pages to distribute
named accounts.

Enhanced HTML Reporting and new Portlets for Sales

Sales managers and administrators can easily view the following information:

New in this Release

■ Named account distribution

■ Named account lists

■ Unassigned named accounts

■ Unmapped named accounts

■ Leads, accounts, and opportunities fall to catch alls

■ Named account conflicts

Integration with Oracle Collections

Configurable Territory Exception Handling for Sales

Integration with Oracle Workflow means you can define a workflow to handle
exceptions in a territory group. An exception is an object (such as lead or account)
that is not assigned to a territory but ends up in the catch all territory.

Introduction 1-7

New in this Release

1-8 Oracle Territory Management Implementation Guide

This chapter provides an overview of what you need to have installed,
implemented, and verified before implementing the Oracle Territory Management.
Topics include:

■ Section 2.1, "Related Documentation"

■ Section 2.2, "Installation Verification"

■ Section 2.3, "Oracle Territory Management Dependencies"

2.1 Related Documentation

Oracle Territory Management User Guide

2.2 Installation Verification

You can verify that your installation of Oracle Territory Management is working by
creating a test territory and then testing it with a lead.

2

Before You Begin

2.2.1 Create a Territory

Login

Log in to Oracle Forms

Responsibility

Oracle Sales Administrator

Before You Begin 2-1

Installation Verification

Navigation

CRM Foundation > Resource Manager > Territory Administration

Steps

1. From the Territories Navigator, open Oracle Sales and TeleSales.

2. In the administration bar, click Define Territory.

The Territory Details window opens.

3. In the Overview tab, set the Usage to Sales.

4. Enter a name for the territory.

5. Accept the catch all as the parent territory.

6. Select transaction types, including Leads.

7. In the Transaction Qualifiers tab, enter the qualifier name and criteria, such as

State = ’California’.

8. In the Resource tab, select resource name, team, and group information along

with the access type.

9. Click Save.

2.2.2 Run Concurrent Programs

Run the following concurrent request:

■ Generate Territory Packages for the Oracle Sales and TeleSales usage

2.2.3 Test with a Lead

Test using a lead in Oracle Sales Online.

Login

Log in to HTML Applications

Responsibility

Sales Online User

Steps

1. Create a lead that matches your territory definition.

2-2 Oracle Territory Management Implementation Guide

Oracle Territory Management Dependencies

2.

From the Cue Card navigate to the Sales Team tab and verify that the resource
you assigned to the territory is assigned to the lead.

2.3 Oracle Territory Management Dependencies

The following are the modules that Oracle Territory Management depends upon:

■ Oracle Application Object Library (AOL): Territory Manager uses AOL to

manage responsibilities that are used in various modules. (Required)

■ Resource Manager: Territory Manager uses resources defined in the Resource

Manager to assign resources to a territory. (Required)

Before You Begin 2-3

Oracle Territory Management Dependencies

2-4 Oracle Territory Management Implementation Guide