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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
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?
■Is the information clearly presented?
■Do you need more information? If so, where?
■Are the examples correct? Do you need more examples?
■What features did you like most?
If you find any errors or have any other suggestions for improvement, please indicate the document
title and part number, and the chapter, section, and page number (if available). You can send comments to us at:
Oracle Corporation
Oracle Territory Management Documentation
500 Oracle Parkway
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:
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:
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.
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
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.
This chapter provides an overview of what you need to have installed,
implemented, and verified before implementing the Oracle Territory Management.
Topics include:
■Chapter 6, "Phase III: Creating Named Account Territories"
Oracle strongly recommends that you implementOracle Territory Management in
the order listed.
■Section 3.1, "Process Description"
■Section 3.2, "Implementation Task Sequence"
■Section 3.3, "Multi-Org"
3.1 Process Description
Before using the Oracle Territory Management, your functional implementation
team must analyze your business and organization needs. This step is key before
implementing the Territory Manager.
The implementation team enables seeded qualifiers used in your territories based
on the planning decisions.
The territory administrator then begins the territory creation process, according to
the implementation.
3
Implementation Overview
If you implement named accounts for sales, then the administrator creates territory
groups, selecting named accounts, and assigning them to the top level of sales
management. Sales managers in turn assign the named accounts to the salespeople
or sales managers who report to them. The next level of sales managers in turn
assign named accounts to their directs.
After territories are manually created, you can search and view territory hierarchies
through either the Administration menu or the Navigator tree. The territory
administrator must run the “Generate Territory Packages” concurrent program to
generate territories before calling modules assign resources defined in your
territories.
Implementation Overview 3-1
Implementation Task Sequence
The process for named account territories requires territory administrators to run
the Generate Territory Packages concurrent program which automatically generates
the territories. These are visible from the Forms user interface in read only mode.
Territory Manager is implemented in the following four phases:
3.1.0.1 Phase I: Territory Planning
In Phase I, your implementation team analyzes business and organization needs
and plans territories accordingly.
3.1.0.2 Phase II: Setting Up Territories
In Phase II, the territory administrator starts the territory creation process for all
applications based on territory planning.
3.1.0.3 Phase III: Creating Named Account Territories
Phase III is optional. If you have sales territories and your planning includes the use
of named accounts, then the territory administrator and sales managers use the
self-service application to create named accounts and territory groups for sales.
3.1.0.4 Phase IV: Managing Territories
In Phase IV, the territory administrator manages territory changes, such as copying
an entire territory or mass change territory resources if needed. In addition, the
administrator can run territory reports to verify territory change information. See
the Oracle Territory Management User Guide for more information.
After updating existing territories, the Generate Territory Packages concurrent
program still needs to be run to generate the updated territories and named account
territories as well.
Note: After territory creation or updates, your territory
administrator must run the Generate Territory Packages concurrent
program to generate the correct and updated territories before a
calling module can properly assign resources that are defined in
your territories.
3.2 Implementation Task Sequence
The following table describes the order and process of implementing Oracle
Territory Management.
Territory PlanningAnalyze the territory setup in your organization
before utilizing Territory Manager. You need
enterprise-wide cooperation and feedback.
You must expect to make multiple territory
revisions in the early months of operation as
your enterprise discovers omitted information
or territories that do not work on a day-to-day
basis.
Table 3–2 Phase II: Setting Up Territories
StepDescriptionTypePerformed By
On paperImplementation
Te am
Enable QualifiersUse qualifiers as the criteria to create a territory.FormsImplementor,
Create Territories Create territories for a variety of transactions.
For example: account, lead, opportunity, and
service requests.
Run Concurrent ProgramRun the concurrent program "Generate
Territory Packages" after creating or modifying
your territories.
This allows the system to compile the business
rules defined during territory creation. If this
step is not completed, the territories will not
work correctly.
Create territory groups and assign resources
and named accounts to the territory groups.
HTMLImplementor,
Territory
Administrator
Assign Named Accounts to
Salespeople
Run Concurrent ProgramRun the concurrent program "Generate
T a b le 3–4 Phase IV: Managing Territories
StepDescriptionTypePerformed By
Copy an Entire TerritoryUse to copy an entire territory hierarchy with or
Run Territory ReportsRun reports to track your selections and
Sales managers assign named accounts to their
direct reports
Territory Packages" after creating or modifying
your territories.
This allows the system to compile the business
rules defined during territory creation. If this
step is not completed, the territories will not
work correctly.
without resources, or copy a territory with
resources that you are copying from.
changes.
HTMLSales Managers
FormsImplementor,
FormsImplementor,
Forms or
HTML
Territory
Administrator
Territory
Administrator
Implementor,
Territory
Administrator
3.3 Multi-Org
You are not required to set up territories by Operating Unit (OU) in a multi-org
(MO) environment. You can create a World-Wide territory hierarchy by picking one
OU and then creating all your territory definitions (for all countries) under that OU.
This way your World-Wide hierarchy is visible under that single OU. This means
you can create a single responsibility for that OU for your territory administrators.
The only reason you may want to define territories in separate OUs is if you are
concerned about security and do not want users from different OUs to access one
another's territory definitions.
The actual territory assignment is across all OUs. When you assign a transaction
object, such as an Account, it looks at all territories: it does not care about the OU
for the territory, only that it matches the territory qualifier values.
This chapter explains the territory planning process and includes the following
topics:
■Section 4.1, "Planning Your Territories"
■Section 4.2, "Sales Territory Planning Example"
■Section 4.3, "Sales Territory Qualifiers"
■Section 4.4, "Service Territory Qualifiers"
4.1 Planning Your Territories
The planning phase is the most important step in territory setup. Before using
Oracle Territory Management, a territory planning team should be established to
analyze the territory setup in your organization. This territory planning process
needs enterprise-wide cooperation and feedback. Multiple territory revisions in the
first months of operation should be expected as your enterprise discovers omitted
information or territories that do not work on a day-to-day basis.
4
Phase I: Territory Planning
Based on your business needs, your team needs to determine the following:
■Usage: What applications need territories
■Transaction Type (which is based on usage): for example, leads, opportunities,
service requests, and delinquencies
■How many territories are needed
■What transaction qualifiers should be enabled
■Who should be attached to the territories
■What should the territory hierarchy structure be
Phase I: Territory Planning 4-1
Planning Your Territories
■How many winners are allowed: A winner is the territory that receives the
■How are winning territories determined
■Will Sales implement named account territories
This list is not all-inclusive and planning factors depend on your business needs.
Perform the following steps to plan your territories. This procedure is usually done
in a group with pen and paper.
Prerequisites
None
Responsibility
None
Navigation
None
Steps
1.Review your existing territories.
transaction or customer.
You need the following types of information:
■What is your usage? In other words, what business applications are you
building territories for? For example, sales, telesales, collections, or service.
■What transactional objects within your chosen usage are you assigning
resources to? This is your transaction type. For example, for Sales, it is
account, opportunity, or lead.
■How are your territories currently assigned (by state, by industry, by zip
code, by account, and so on)?
■Is Sales currently using named account territories, even if being manually
maintained?
■What are the names and current territory assignments for your sales or
service personnel?
■What are the names of employees in other organizations who receive
account, lead, and opportunity information and how is that information
accessed and used?
■What are your products and how are they differentiated?
2.Decide what qualifiers you want to use to assign objects to territories.
3.Decide on the hierarchy of territories.
4.Decide what qualifier values to use for assigning resources to territories.
5.Identify any overlapping territories and decide the order in which the
application chooses them.
Rank any overlapping territories from 1 to N to determine the order. A territory
with a lower number wins over a territory with a higher number rank. In case
of a tie, the assignment is made randomly.
6.Decide how many territories will win. For example, do you need one territory
to win, which can be appropriate for service, or multiple winners, which can be
appropriate for sales?
7.Decide if named account territories are needed.
8.Test the strategy before implementing territories throughout the company and
consider any future territory maintenance efforts.
9.Consider future territory maintenance efforts.
Note: Remember that the first territory setup is not necessarily the
one that works best. You achieve optimum territory definition only
gradually after much fine-tuning to accommodate user reactions
and various interests in your organization.
Guidelines
In general, there is no limitation on territory creation. Create as many territories as
you want for your business. However, in considering the purpose of future territory
maintenance, for example, you need to modify territories due to sales, service, or
support people changes or relocations, as well as organizational changes. You need
to have a reasonable size of territories to minimize the efforts of territory
management.
4.2 Sales Territory Planning Example
This territory planning example utilizes best practices for a fictitious company with
a typical sales model involving named accounts and geographic territories with
overlay sales organizations.
Phase I: Territory Planning 4-3
Sales Territory Planning Example
Business World is a large manufacturer of computer equipment selling in the US
and Canada. They organize their products into three families: servers,
desktops/laptops, and storage. In their direct sales model, Business World has a
named account sales force consisting of an account manager working specific
accounts, and a telephony sales force working the remaining general pool of
customers. A product overlay sales force works with account managers and
telesales reps based on what products a customer is interested in. Each account
manager or telesales representative works with three overlay specialists, one for
each product family. In planning for FY2004, Business World is expected to have the
following:
■US and Canada have separate sales forces
■The direct sales forces manage their top 200 key accounts
■The general business telesales forces manage their remaining customer pool
■The overlay sales forces service all opportunities for a product family and
associated customers. There are 3 types of product specialists: Server,
Desktop/Laptop, and Storage product specialists.
3 Telesales
representatives in 3
geographic territories
Account manager
territories encompass
all leads and
opportunities
associated to a key
customer.
Telesales
representative
territories encompass
all leads and
opportunities
associated to a
customer.
Table 4–1 Sales territory model
USCanadaComments
Sales Territory Planning Example
Overlay Product
Specialists
3 product families, 9
product specialists
for each product
family and region
3 product specialists.
Product specialists
cover their mutually
exclusive product
families for the entire
country.
4.2.1 Step 1: What business objects are we assigning?
Which business objects (transaction types) are being assigned to each type of
resource? Are we defining territories to access customers, leads or opportunities for
account managers, telesales reps and product specialists? Do you need to provide
read access only or update privileges as well? To what territory usage are the
business objects associated?
Business World is going to assign customer, lead and opportunity transaction types
for all territories assigned to account managers and telesales reps.
Product specialists
service all
opportunities for a
product family and
geographic location
and their related
customers (they are
only allowed to view
customer information).
Each account manager
and telesales
representative has a
Server,
Desktop/Laptop, and
Storage product
specialist.
Territories assigned to overlay product specialists will have a transaction type of
opportunity because they need update privileges for opportunities. Oracle Sales
products (Sales Online and TeleSales) provide, by default, read only access to
customers if a resource is assigned to the sales team of any of the customer’s
opportunities.
Investigate how to set up Oracle Territory Management business objects in
conjunction with the Oracle Sales data security model. If you need update access to
customers, leads or opportunities in Oracle Sales or Oracle TeleSales, then you will
need to assign them in Oracle Territory Management.
4.2.2 Step 2: What qualifiers should we use?
We enable the following qualifiers:
Phase I: Territory Planning 4-5
Sales Territory Planning Example
■CUSTOMER NAME RANGE, to identify the 200 named accounts
■COUNTRY, because this qualifier is used as a first criterion in identifying
territory and offers the ability to support “Catch All” territories
■POSTAL CODE, to create geographic territories composed of postal codes. One
can use less granular geographic qualifiers such as state or province as well.
■STATE, to create geographic “Catch All” territories for overlay product
specialists
■OPPORTUNITY EXPECTED PURCHASE, to create overlay territories for
product specialists.
Review Section 4.2.14, "Appropriate Choice of Qualifiers" to analyze your particular
situation in greater detail.
4.2.3 Step 3: Territory hierarchy - Define date effectivity and number of winners
The hierarchy is largely designed for ease of maintenance and for the creation of
“Catch All” territories. Hierarchies allow you to inherit qualifier rules and territory
properties such as date effectivity and number of winners. Catch alls will be
discussed later in Step 4.
Under the Sales and TeleSales usage, we need to create a top-level territory
representing Business World’s FY2004 Sales territories. This FY2004 Sales territory
will be effective from January 1, 2004 and does not have any transactional qualifiers
or resources. It is the top of the FY2004 Sales territories and is used to maintain the
date effectivity of all territories underneath it and is used to set the number of
winning territories (number of winners = 1).
4.2.4 Step 4: Territory hierarchy – Define Catch Alls
We have separate sales forces for US and Canada so we will create 2 child territories
underneath FY2004 Sales; one called US Catch All with a transaction qualifier rule
COUNTRY = ‘UNITED STATES’ and another called Canada Catch All with a
transaction qualifier rule COUNTRY = ‘CANADA’. The COUNTRY qualifier rules
will be inherited by all child territories, easing maintenance. These 2 territories will
also serve as “Catch Alls” for exceptions of the assignment process. These are
important because customers, leads or opportunities that do not find matching leaf
node territories will fall into these “Catch All” territories based on their country
qualifier and can be assigned to a designated owner (e.g., typically the territory
administrator) for resolution. The territory administrator should have customer,
lead and opportunity access.
Sales Territory Planning Example
Catch Alls are used to “catch” business transactions that fall through the cracks (leaf
node territories) and usually are assigned to territory administrators. To be more
exact, they “catch” all business transactions that fall into the catchall territory itself
or any territory below it in the hierarchy that does not have a resource.
It is recommended that you use the term “Catch All” in the naming of these
territories to help visually distinguish this type of territory.
Sometimes we create territories purely for organization and ease of maintenance.
The territories under the US Catch All territory are an example of this.
Within the US and Canada, there are named account sales forces and geographic
sales forces. We create two territories under the US Catch All territory:
■“US Named Accounts”, with no transactional qualifiers or resources
■“US Geographies”, with no transactional qualifiers and typically with the
territory administrator as the resource in case zip codes are missing.
Similarly, Canada has 2 territories called CAN Named Accounts and CAN
Geographies underneath the CAN Catch All territory.
4.2.6 Step 6: How to implement named account territories
From a business perspective, there are various types of territories. Organizations
will pull particular customers from the general pool that they deem as critical and
assign a specific resource to it. These are termed “named accounts”. In an attempt to
organize the remaining pool of customers, general business customers are
segmented by a simple criteria such as SIC code, state or area code.
Named account territories have rules utilizing the CUSTOMER NAME RANGE
qualifier. For example, if IBM is a named account you define a territory with
CUSTOMER NAME RANGE like ‘IBM%’ and CUSTOMER NAME RANGE like
‘International Business Machines%’. This assigns IBM to the account manager
regardless of how many customers exist begin with IBM or International Business
Machines.
The US direct sales force consists of 15 account managers, each responsible for a
territory of large key accounts. There will be 15 US named account territories as
children of the US Named Accounts territory, one for each account manager.
Similarly there will be 5 Canadian named account territories as children of the CAN
Named Accounts territory.
Lowest level territories or leaf node territories should always have resources
assigned to them and therefore also require access types to be defined. All account
managers are associated to territories with customer, lead and opportunity
access.
See Section 4.2.14, "Appropriate Choice of Qualifiers" for a discussion on the
4.2.7 Step 7: How to implement geographic territories
What geographic qualifier will you use? The decision is based on what granularity
is used to distribute your geographies. Do you distribute by entire states or
provinces or postal codes? If you distribute by postal code, your geographic
qualifier should be POSTAL CODE. Other options include STATE, PROVINCE,
CITY, COUNTY, COUNTRY and AREA CODE.
The US and Canada each have separate general business telesales forces responsible
for all remaining non-named accounts in a particular geography. The US will have 6
geographic territories as children of the US Geographies territory. Canada will have
3 geographic territories as children of the CAN Geographies territory. Each
geographic territory will have transactional qualifier rules of the contained zip
codes or postal codes and be assigned to a general business telesales representative.
All telesales reps will be associated to territories with customer, lead, and
opportunity access.
Sales Territory Planning Example
Phase I: Territory Planning 4-9
Sales Territory Planning Example
4.2.8 Step 8: How to support overlays
We recommend that you implement Overlays in a separate territory hierarchy.
The desired business behavior is to find:
Either a named account OR a geographic general business territory
2.AND one overlay territories.
Increasing the number of winners in the FY2004 Sales hierarchy and putting the
overlay territories underneath it would not accomplish this. However, with the
FY2004 Sales hierarchy and number of winners set to one, Territory Manager selects
either a named account territory or a general business territory. With a separate
FY2004 Overlay hierarchy and number of winners set to one, Territory Manager
selects a single overlay territory.
Under the sales usage, you will need to create another top-level territory
representing Business World’s FY2004 Overlay territories. This FY2004 Overlay
territory will be effective from January 1, 2004 and does not have any resources.It
does have transaction qualifier rules to distinguish it as an overlay hierarchy, for
example:
OPPORTUNITY EXPECTED PURCHASE = ‘SERVER’,
OPPORTUNITY EXPECTED PURCHASE = ‘DESKTOP’,
OPPORTUNITY EXPECTED PURCHASE = ‘LAPTOP’,
OPPORTUNITY EXPECTED PURCHASE = ‘STORAGE’.
It is the top of the FY2004 Overlay territories and is also used to maintain the date
effectivity of all territories underneath it and is used to set the number of winning
territories. Note the OPPORTUNITY EXPECTED PURCHASE qualifiers are
necessary to distinguish these territories from Business World’s geographic telesales
territories.
What transaction types should the territories assign? Product specialists work
opportunities so we are going to assign opportunity transaction types for all overlay
territories.
4.2.9 Step 9: What is an appropriate territory hierarchy for overlays?
We have separate sales forces for the US and Canada so we will create 2 child
territories underneath FY2004 Overlay: one called USA Overlay with a transaction
qualifier rule COUNTRY = ‘UNITED STATES’ and another called Canada Overlay
with transaction qualifier rules COUNTRY = ‘CANADA’.
Do you require Catch All territories and how are they organized? If Catch All
territories are required, these need to be reflected in the hierarchy.
Phase I: Territory Planning 4-11
Sales Territory Planning Example
Is your sales management organized by product family or by geographic area? The
territory hierarchy should closely mimic your sales management hierarchy for ease
of understanding and maintenance.
If Business World’s overlay sales force is organized by geography and wants Catch
Alls by geography, then we create three territories underneath the US Overlay
territory:
■“US East Overlay Catch All”, with transactional qualifier rules STATE = ‘NY’,
STATE = ‘NJ’, STATE = ‘MA’, STATE = ‘VT’, and so on, and resource qualifier =
Eastern Overlay territory administrator
■“US Central Overlay Catch All”, with transactional qualifier rules STATE = ‘IL’,
STATE = ‘OH’, STATE = ‘AK’, STATE = ‘WI’, and so on, and resource qualifier =
Central Overlay territory administrator
■“US West Overlay Catch All”, with transactional qualifier rules STATE = ‘CA’,
STATE = ‘NV’, STATE = ‘OR’, STATE = ‘WA’, and so on, and resource qualifier =
Western Overlay territory administrator
Similarly underneath the Canada Overlay territory, we create three territories:
■“Server CAN”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘SERVER’ and resource = Canadian server specialist
■“Desktop CAN”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘DESKTOP’ and OPPORTUNITY EXPECTED
PURCHASE = ‘LAPTOP’ and resource = Canadian desktop/laptop specialist
■“Storage CAN”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘STORAGE’ and resource = Canadian storage
specialist
As Canada has a smaller number of customers, three product specialists cover the
entire country, one for each product family.
The US overlay sales force consists of 9 product specialists, each responsible for a
territory of product family and geography. As there is no fixed teaming of account
managers or telesales reps to product specialists, we have chosen to implement the
overlays separately as children of the country overlay territory. There will be 9 US
overlay territories as children of the US Overlay territory, one for each product
specialist. Each specialist will cover one of three geographies: East, West, or Central.
All product specialists will be associated to territories with customer and
opportunity access.
Phase I: Territory Planning 4-13
Sales Territory Planning Example
Alternative overlay territory hierarc hy BY PRODUCT FAMILY
If Business World’s US overlay sales force requires Catch Alls by product family or
is organized by product family, we would create three territories underneath the US
Overlay territory:
■“US Server Catch All”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘SERVER’ and resource = Server territory
administrator
■“US Desktop Catch All”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘DESKTOP’ and OPPORTUNITY EXPECTED
PURCHASE = ‘LAPTOP’ and resource = Desktop territory administrator
■“US Storage Catch All”, with the transactional qualifier rule OPPORTUNITY
EXPECTED PURCHASE = ‘STORAGE’ and resource = Storage territory
administrator
The same 9 US overlay territories created in the first example are re-shuffled
underneath the appropriate US product family Catch Alls.
4.2.10 Step 10: What rank should each territory have?
To the left of all the territory names in Figures 1, 2 and 3, is the rank of each
territory. Named account territories are always ranked higher than geographic
territories because a named account in California should fall in a named account
territory and not the geographic territory that includes California. Catch Alls are
always ranked lower than their associated territories. See Section 4.2.13, "Leverage
Territory Ranking and Number of Winners" for a detailed discussion of territory
rankings.
Sales Territory Planning Example
4.2.11 Step 11: Have you met all your business requirements?
Stand back and review your business requirements for sales territories. Ensure your
territory implementation has met all your business requirements. How will you
validate your territories are correct? Create and enable your territories on a test
environment. Ensure you have an implementation plan in place that involves
systematic validation and user acceptance testing. Don’t forget about your ongoing
maintenance requirements. See Section 4.2.16, "Migrating Territories" for a
discussion on how to migrate territories from one year to the next.
For any implementation to succeed in the long run, clear and consistent business
processes should be implemented to complement your territory setup.
4.2.12 Leverage Territory Hierarchies and Inheritance
Territory hierarchies do more than organize your territories. They also organize
your transactional qualifier rules, critical to improving the ease of maintenance.
Child territories always inherit transactional qualifier rules.
If you are building a set of 100 representative territories exclusive to the US, it is a
best practice to introduce a hierarchy layer representing countries which should
include the transactional qualifier rule “Country = United States”. In this manner,
Phase I: Territory Planning 4-15
Sales Territory Planning Example
all the 100 child territories will inherit its transaction qualifier rules. Instead of
maintaining the rule in 100 territories it can be maintained in one parent territory.
These parent territories can also be assigned resources and act as “Catch All”
territories in case the customer, lead or opportunity did not match one of the child
territories. We have two catch alls in our business world example: one for Canada
and the other for the US. Assigning a resource to “Catch All” territories will route
customers, leads and opportunities to the designated resource for resolution. Catch
alls are typically assigned to territory administrators.
4.2.13 Leverage Territory Ranking and Number of Winners
Territories do not need to exclude overlaps via transactional qualifier rules (using
the NOT operand). It is far better to rank your territories and properly set up the
number of winners. The number of winners refers to the number of winning
territories allowed and is defined once at the top-level territory only, for example,
FY2004 Sales territory in the Business World example. Territory rankings work in
conjunction with the number of winners = “w” by selecting the top ranked “w”
territories. When a territory is found to have won all resources of the winning
territory are assigned to the business object.
A good example of this is the difference between named account territories and
geographic territories. You don’t want to have to maintain the exclusion of named
accounts from the geographic territories explicitly. Rather, you would set the
number of winners to one and use the customer name range qualifier in the named
account territories and rank these higher than the geographic territories utilizing
postal code qualifier. The territory engine finds that both territories match but the
number of winners and rankings dictate that the higher ranked named account
territory wins.
4.2.14 Appropriate Choice of Qualifiers
Named account qualifier choices are customer name range and customer name. The
customer name qualifier identifies TCA (Trading Community Architecture)
organizations through the Party ID. The customer name range qualifier identifies
TCA organizations through exact or partial name matches. Unless you have strict
data quality management policies in place and there is only one occurrence of each
customer, we recommend that you use the CUSTOMER NAME RANGE qualifier
for named accounts.
Be careful not to confuse SIC code, geographic, etc. territories from named accounts.
Many organizations will attempt to implement geographic or SIC code based
territories as named accounts because they say they have always done it this way.
Questions to ask:
■How many named accounts does the organization have? If sales management
claims that named accounts make up more than 20% of all TCA organizations,
then they are likely to have incorrectly implemented named accounts. For
example, a Telecom territory is composed of 50 SIC codes. Implementing a
Telecom territory as 20,000 named accounts would require a minimum of 20,000
CUSTOMER NAME RANGE qualifier rules. Clearly, it would be better
implemented as a territory with 50 SIC CODE qualifier rules. In release 11.5.8 of
Territory Manager, there is a diagnostic test within the Oracle Diagnostic
Framework for this.
■How many named accounts does a typical resource have? If sales management
claims their reps have any more than a hundred named accounts, they are likely
to have incorrectly implemented a simple territory as named accounts.
Investigate how the business derived the set of named accounts. Typically, reps
do not have the bandwidth to manage more than 100 named accounts and give
them the proper attention associated to critical customers.
■Does your business qualifier fluctuate in the context of the business object you
are assigning? Does it segment customers periodically based on a dynamic
business qualifier? It is important to examine the fluctuation of the dynamic
qualifier in the context of the business object you are assigning. For instance in
the credit card industry, customers are segmented by their total A/R balance
every quarter into three territories (e.g., <$250k, $250k-$500k, >$500k) and
customers maintain their segmentation even though their balances change.
In these cases, we recommend that you designate account classifications based
on the dynamic qualifier periodically and then use the account classification
qualifier in Territory Manager.
Using named accounts in lieu of geographic territories is an ineffective way to
distribute a representative’s territory. It is ineffective in terms of Territory Manager
performance, scalability and ease of maintenance. 20,000 customers are segmented
by the number of employees quarterly into three territories (e.g., <100, 100-1000,
>1000 employees). Instead of maintaining three qualifier rules based on the number
of employees qualifier, you are maintaining a minimum of 20,000 customer name
range qualifier rules. Territory assignment performance is directly correlated to the
number of qualifier rules. Territory assignment will be slower with 20,000 qualifier
rules than with three.
Phase I: Territory Planning 4-17
Sales Territory Qualifiers
4.2.15 Qualifier Rules
Best practices around qualifier rules are the simplest to follow because they are very
concrete. Qualifier rules are converted to SQL and are subject to the same
performance constraints. Always avoid the use of the following:
■The use of the NOT operand forces full table scans and in the context of
Territory Manager includes:
NOT =
NOT LIKE
NOT BETWEEN.
To aid our best practices, we will be decommissioning the NOT operand and a
diagnostic test exists within Oracle Diagnostic Framework.
■The use of the % wildcard as the first character of the qualifier value prevents
the use of indexes.
4.2.16 Migrating Territories
For how long are your territories active? Your sales organization may migrate to
new territories yearly or quarterly and you want to use the existing territory
hierarchy as a starting baseline. By following best practices, it will be easier to
migrate territories to the next period. The trick is to define a territory start date at
the top level territory, since all those below it will be gated by the start date
property. Copy the top-level territory, which will automatically copy all the child
territories as well. Rename the top-level territory and give it a new start date. Don’t
forget to go back to the old territory hierarchy and end date the top-level territory.
4.3 Sales Territory Qualifiers
The following table maps the sales qualifiers to their Sales Online and Telesales
counterparts.
This chapter covers the implementation of territories for all applications. The steps
are done using the Forms user interface. The chapter includes the following topics
for Phase II: Setting Up Territories:
■Section 5.1, "Overview of Creating Territories"
■Section 5.2, "Qualifiers"
■Section 5.3, "Territory Hierarchies"
■Section 5.4, "Territory Winning Rules"
■Section 5.5, "Enabling Existing Qualifiers"
■Section 5.6, "Creating Individual Territories"
■Section 5.7, "Entering Transaction Qualifiers"
■Section 5.8, "Entering Resource Qualifiers"
■Section 5.9, "Specifying Resources for a Territory"
■Section 5.10, "Adding Subterritories"
■Section 5.11, "Running Concurrent Programs"
5.1 Overview of Creating Territories
A territory defines who owns what. The who is the resources assigned to the
territory. The what is the business object, such as leads, service requests, customers,
and delinquencies. Qualifiers are used to define both.
Phase II: Setting Up Territories 5-1
Qualifiers
5.2 Qualifiers
There are two types of qualifiers that help define a territory: Transaction Qualifiers
and Resource Qualifiers. A qualifier also consists of three components: name,
operator, and value. The following table describes each component:
Table 5–1 Qualifier Components
ComponentsDescription
NameThe name of the qualifier. It can be postal code, item, task priority, request
status, job title, or others.
OperatorUse operator to connect a qualifier name and its values to make a qualifier
meaningful. The operator’s list of values (LOV) depends on the data type
of the qualifier. Possible values are =, < >, >, <, >=, <=, Like and Between.
The default value for this field is "=".
ValueThe selection from the LOV in this field is based on the selected qualifier.
5.2.1 Transaction Qualifiers
Transaction Qualifiers are used to specify the criteria about how the territory
module assigns resources to transactions. It is the first key decision point when
Assignment Manager tries to assign resources to a document or a task.
For example, use area code, postal code, company name, or opportunity channel as
the criteria to help assign qualified resources for transaction needs.
Different territory usages, like Oracle Sales or Service, use different sets of
transaction qualifiers and those transaction qualifiers are grouped by transaction
type. For example, a sales or telesales territory has three predefined transaction
types: Account, Lead, and Opportunity. Some examples of transaction qualifiers
within the Account Transaction Type are company name, area code, and postal
code. Opportunity channel is one transaction qualifier for the Opportunity
Transactio n Type .
Note: You must enable transaction qualifiers before using them.
5.2.1.1 Sample List of Seeded Transaction Qualifiers
Territory Manager includes seeded qualifiers for the following CRM modules:
For example, the LOV for the request status qualifier can be Open or
Closed. If the qualifier is area code, then manually enter this field, for
example, 408, 415, and so on.
The following table describes a small sample of both resource and transaction
qualifiers.
Example of Predefined Territory Qualifiers
Application Ty peQualifier TypeQualifier Name
Defect ManagementDefect TransactionsProduct
SalesAccountCustomer Name Range
Trade Ma n age ment Trade Accou ntStat e
ServiceService RequestRequest Type
5.2.1.2 Customer Name and Customer Name Range,
Among all the transaction qualifiers, there are three which should be explained to
avoid confusion:
■Customer Name
■Customer Name Range
Customer Name
This transaction qualifier defines a customer name.
Customer Name Range
In contrast to a Customer Name qualifier, a Customer Name Range qualifier is used
to indicate more than one customer (or customer names) by entering appropriate
values. This qualifier captures a range of the business names.
Example
Business World Worldwide has the following branches and subsidiaries: Business
World Motor, Business World Book, Business World Service, USA Business World,
Russia Business World, and UK Business World. You can use the Customer Name
Range qualifier to group similar customer names together by using the following
values:
Phase II: Setting Up Territories 5-3
Qualifiers
Like “Business World %”: This value represents Business World Motor, Business
World Book, and Business World Service.
Between “A% Business World” to “Z% Business World”: This value represents USA
Business World, UK Business World, and Russia Business World.
5.2.2 Resource Qualifiers
Resource Qualifiers specify what attributes are used to select the individuals
responsible for those transactions. Examples include job title, competence, and
language. These qualifiers act as filters which define resource selections.
For example, if you are looking for specific resources who speak Italian for your
customer needs, then the resource qualifier can be identified as "Language =
Italian.” This aids in selecting resources that qualify for your condition.
You can still make selections from the qualified resources suggested by the resource
qualifier before assigning them to a territory.
There is no need to specify the resource qualifiers if you know exactly which
resources are needed for a certain territory. Instead, identify the resource names on
the Resources tab of the Territory Details window.
5.2.3 Using Qualifiers
Why Use Transaction and Resource Qualifiers?
After understanding the concepts of transaction qualifiers and resource qualifiers, it
is easier to understand how a territory works. A territory uses resource qualifiers to
filter resources that you want to attach to a territory. A territory uses transaction
qualifiers and values to determine if a territory can win in that transaction. If the
territory happens to win, then the resources attached to the territory can be
assigned to the transaction.
5.2.3.1 Seeded Qualifiers
Territory Manager provides a large number of seeded qualifiers for Oracle Defect
Management, Oracle Sales and Marketing, Oracle Service, Oracle Collections, and
Oracle Trade Management.
The purpose of having territory hierarchies is to make the territory assignments and
searches more efficient. Territory hierarchies also have the ability to store the
parent-child relationship among territories.
Parent-Child Territory
Any territory consisting of one or more subterritories is considered as a parent
territory. For example, a West Coast territory could consist of three subterritories:
Washington, Oregon, and California. This West Coast territory and the three
subterritories have the parent-child relationship.
Features of a Child Ter ritory (Subterrito ry)
To help maintain integrity in the hierarchy, each child territory logically inherits the
qualifiers and values of the parent territory. Also, additional qualifiers and values
can be added.
5.4 Territory Winning Rules
Territory Manager uses the Number of Winners field set to the top level of territory
hierarchy to determine the winning territories. This field cannot be entered if it is
not the top level territory.
Territory Winning Rules
Territory winning rules are used in several different ways in the Oracle E-Business
Suite. For example, Oracle Service tends to enter ONE in the Number of Winners
field, which helps to select the most qualified resources for the service requests.
Multiple winners are commonly used in Oracle Sales to meet the business needs,
but a single winner is also used in Sales. If the Number of Winners field is not set,
then the number of winning territories defaults to one for the hierarchy under that
top-level territory.
There are two possible outcomes based on values entered in the Number of Winners
field:
One Winner
If you enter 1 in the Number of Winners field in the Overview tab, then Territory
Manager assigns the transaction to a single territory in the territory hierarchy.
Use the territory ranking mechanism for breaking ties between wining territories.
The highest rank of competing territories (which is represented by a lower number)
Phase II: Setting Up Territories 5-5
Territory Winning Rules
wins against the lowest rank of the territories (which would be the higher number)
in the territory hierarchy.
Multiple Winners
If you enter a number greater than 1 in the Number of Winners field in the
Overview tab, then Territory Manager assigns a transaction to multiple qualifying
territories.
Use the Number of Winners field to limit the number of winning territories.
However, if there are three territories that qualify for the criteria, but it can only
have two winners, then ranking determines the final two winners among the three
territories.
Note: Only the territory that has resources attached can be a
winning territory.
Rank
Rank is used to specify the priority of a territory among multiple winners. The
choice is only random if no rank has been defined. The lowest rank of competing
territories wins at the same level in the hierarchy. For example, from rank 1 to 10 for
the same hierarchy level, rank 1 has the highest priority.
Example
The following example shows how zip codes are used to set up three overlapping
territories:
Territory 1: zip code Between 90001 and 90051
Territory 2: zip code Between 90020 and 90070
Territory 3: zip code Between 90049 and 90052
Note that the transaction value: zip code = 90050
The previous three territories are all qualified for this transaction. If the Number of
Winners is set to ONE, then the single winning territory in the following both
situations is:
The winner is Territory 2.
Reason: The territory with rank 2 wins over the territories with rank 3 and 4.
5.5 Enabling Existing Qualifiers
Territory Manager has seeded qualifiers for the following usages:
■Collections
■Defect Management
Enabling Existing Qualifiers
■Sales and Marketing
■Service
■Service Contracts
■Trade Management
Before using a transaction qualifier, you need to enable it.
Territory Manager provides a large number of seeded qualifiers for Collections,
Defect Management, Sales and TeleSales, Service, Service Contracts, and Trade
Management. In general, qualifiers are used by the Assignment Manager or
Scheduler to assign qualified resources for transactions. Unlike the transaction
qualifiers classified by the territory usage, resource qualifiers are shared throughout
the application regardless of territory usage except for Service Contracts and
Collections. Therefore, you do not need to enable them.
Perform the following steps to enable the existing transaction qualifiers.
Prerequisites
None
Phase II: Setting Up Territories 5-7
Enabling Existing Qualifiers
Login
(Forms) Log in to Oracle Forms.
Responsibility
CRM Administrator
Navigation
(Forms) Territory Manager > Territory Administration to open the Navigator
window
Steps
1.Select Administration from the drop down menu and choose Setup Qualifiers.
2.Select the Usage drop-down list.
3.Highlight your selection and click OK.
The Setup Qualifier window opens.
The Select Usage window opens.
The Setup Qualifier window opens and the Usage Field is populated with your
selection.
4.Select Find.
You can also select appropriate qualifier status (Enabled, Disabled or All) before
finding them. Note that all resource qualifiers are not listed here.
5.Select (or deselect) the targeted qualifiers and select Update Qualifiers.
Guidelines
For service territory even if Account transaction qualifiers are enabled, you won’t
be able to see Account from the Transaction Type LOV. The Account transaction
type is used as subsets of Task or Service Request (usage). This forces you to tie
account qualifiers to either Task or Service Request.
The “Service Request and Task” transaction type means tasks are created through a
service request. If it is a stand-alone task, use the “Task” transaction type instead.
You can create a stand-alone territory by entering territory qualifiers and their
values directly. You can also select the territory that serves as a parent to the new
territory and right-click to select New from the pop-up menu.
Prerequisites
■There must be a territory plan in place.
■All the transaction qualifiers used in territory creation are enabled.
Login
Log in to Oracle Forms.
Responsibility
CRM Administrator
Navigation
Territory Manager > Territory Administration > Administration > Define Territory
Right-click the parent territory from the Tree Navigator and select New
Creating Individual Territories
Steps
1.In the Overview tab, select an appropriate organization in the Organization
field if multiple organization (Multi-Org) is considered while creating
territories.
Note: When multiple organization is considered while creating
territories, use the Organization field to identify the appropriate
level for your territory creation. You can create territories at the top
organization level (Vision Corporations) or at a specific operating
unit level. For example, use the “MO: Operating Unit” profile
option to set at the responsibility level that the territory
administrator has logged in with.
2.Use the list of values (LOV) in the Usage field to select the type of application
that will use this territory. Your selection limits the types of qualifiers that can
be used in the territory definition.
Phase II: Setting Up Territories 5-9
Creating Individual Territories
3.
Enter a name and description for the territory.
4.To limit the time the territory is effective, enter the Start and End Dates. By
default the territory become effective on the date that you create it.
5.(Optional) Verify that the parent territory is the territory you selected in the
Navigator. If this is not the parent territory, then use the LOV to select the
appropriate parent territory.
6.Enter an appropriate rank in the Rank field.
7.Enter an appropriate number in the Number of Winners field.
8.(Optional) If you have created an escalation territory for this territory, then
enter it using the LOV in the Escalation field.
9.(Optional) If you want to use an existing territory type to create this territory,
then use the LOV to enter it in the Type field.
10. Use the Transaction Types LOV to select one or more types of transactions
based on the territory usage. Note that some application types allow you only
one transaction type.
Note: If you use a territory type, then you are restricted to using
the qualifiers set up in that territory type.
11. Leave the Freeze check box unchecked.
12. Click Save from the toolbar to save the territory overview information.
Guidelines
Relationship Between Usage, Transaction Types, and Transaction Qualifiers
The territory usage is tied to the application, such as Sales and TeleSales, Service, or
Trade Management. Each application uses its specific sets of transaction qualifiers
for their unique business needs and these transaction qualifiers are grouped by
transaction type.
For example, a territory created for Sales and TeleSales usage has three seeded
transaction types: account, lead, and opportunity. While a territory created for
Service usage can only see task, service request, as well as “task and service
request” shown in the Transaction Type field.
Note: Opportunity and Lead are considered a superset of the
Account qualifiers. Therefore, the account-related transaction
qualifiers, such as Postal Code and State, are available even if the
account transaction type is not selected by Oracle Sales and
TeleSales.
If task transaction type is selected in a service territory (Service usage), then you can
only see the task related transaction qualifiers, such as task type, status, and priority
shown in the Transaction Qualifier name list of values.
Therefore, territory usage limits the selection for transaction types, and the selection
of transaction qualifiers is based on the selected transaction types.
Territory Winning Rules
Oracle Territory Management uses the Number of Winners field (only set at the top
level of a territory hierarchy, such as the top-level territory directly under Oracle
Service) to determine the number of winning territories. This field is protected if it
is not the top-level territory and an error message appears if you attempt to enter a
value when it is not appropriate.
Rank is used to specify the priority of a territory among multiple winners. The
choice is only random if no rank has been defined. The lowest rank of competing
territories wins at the same level in the hierarchy. For example, for rank 1 to 10 for
the same hierarchy level, rank 1 has the highest priority.
5.7 Entering Transaction Qualifiers
Use the Transaction Qualifiers tab to enter transaction qualifier names and their
values based on the transaction types selected in the Overview tab.
Transaction qualifiers are criteria used to determine the winning territory (the
territories win among competitive territories). This is the first major decision point
when the Assignment Manager tries to assign resources to a task.
Transaction qualifiers serve as the “if” clause. If an object qualifies for a territory,
then the resource assigned to the qualified territory will be selected for a transaction
(a service request, or task). For example, use area code, postal code, company name,
or opportunity channel as the criteria for a transaction to determine winning
territories first. Then the resources assigned to the winning territories can be
assigned for the transaction.
Phase II: Setting Up Territories 5-11
Entering Transaction Qualifiers
Prerequisites
■There must be a territory plan in place.
■All the transaction qualifiers used in territory creation are enabled.
■The territory overview information is saved
Login
Log in to Oracle Forms.
Responsibility
CRM Administrator
Navigation
Territory Manager > Territory Administration > Administration > Define Territory
Double-click the territory in the Tree Navigator
Steps
1.(Optional) If this territory is part of a hierarchy of territories, then in the
Transaction Qualifiers tab click Show Inherited Qualifiers to examine which
qualifiers this territory has inherited from its parent territory or territories.
2.In the Name field enter the qualifier name you are going to use in the
Transaction Qualifiers region. The transaction type populates automatically in
the Type field for the selected qualifier name.
3.If you have used a territory type to create this territory, then the qualifiers are
already prefilled.
4.If you want to enter overlapping values for a qualifier, then check the Overlap
Allowed check box.
5.Enter at least three letters to bring up the LOV in the Value From and Value To
fields. For example, enter "Bus" to launch the LOV starting with "Bus". If
wildcard "%" is used, then use it with letters, such as "B%%", or "%%%" to query
the list of values.
6.Click Save from the toolbar to save the transaction qualifier information.
Note: The Next Value Set, and Mass Create Territories buttons,
as well as the Mode field are used only in territory templates.
Optionally use the Resource Qualifiers tab to filter qualifying resources in a
territory if you don’t know exactly which resources you are going to use for a
territory. This aids in determining which resources you want to assign to the
territory during territory creation.
For example, use “Job Title = Manager” to help you identify resources with
manager title if you don’t know the exact names of those who have manager’s job
titles when defining a territory.
After the resource qualifiers are identified, you can click the Auto Assign Resources
button in the Resources tab to retrieve qualified resource names based on the
resource qualifiers.
Note: Resource qualifiers are criteria that are used specifically for
resource selections while defining territories. They are not used in
determining which territory wins among competition for a
transaction. That is determined by the transaction qualifiers.
You do not need to enter this tab if you know exactly which
resources you want to use while creating your territory.
Entering Resource Qualifiers
Unlike transaction qualifiers, the availability of the resource qualifiers is not limited
by the usage and transaction types that you chose for a territory.
Prerequisites
■There must be a territory plan in place.
■All the transaction qualifiers used in territory creation are enabled.
1.Use the LOV in the Name field to choose an appropriate qualifier name (such as
"Resource Type") for the territory.
2.Use the LOV in the Operator field (such as "=") and Value field (such as
"Employee Resource") to make the appropriate selections.
3.Click Save from the toolbar to save the resource qualifier information.
Note: The Next Value Set, and Mass Create Territories buttons,
as well as the Mode field are used only in territory templates.
5.9 Specifying Resources for a Territory
Use the Resources tab to specify resource information in a territory. It is important
to use this tab because only territories that have resources attached to them can be
winning territories. Therefore, after a resource is added to a territory for the first
time, you must run the Generate Territory Packages concurrent program. Resources
assigned to territories in this tab can be any CRM resource defined in the Resource
Manager. They can be employees, salespeople, groups, teams, parties, partners, and
supplier contacts.
There are two ways to identify resources while defining a territory.
Manually Assign Resources: This is used if you know exactly which resources you
are going to assign to a territory. You do not need to use the Resource Qualifiers tab
to guide you for the resource selection. Instead, use the Resources tab to enter the
resource in the Name field. The resource type populates automatically.
Auto-Assign Resources: This is used if you do not know the resources that you
want to assign to a territory, or you may have a large pool of potential names.
Prerequisites
■There must be a territory plan in place.
■All the transaction qualifiers used in territory creation are enabled.
Territory Manager > Territory Administration > Administration > Define Territory
Double-click the territory in the Tree Navigator
Steps
1.If the Resource Qualifiers tab is not used (Manually Assign Resources): Use
the list of values (LOV) to enter the resources in the Name fields if you know
exactly which resources used in this territory.
2.If the Resource Qualifiers tab is used (Auto-Assign Resources), then perform
the following steps:
a.Click Auto Assign Resources if resource selection criteria are entered in the
Resource Qualifiers tab.
The Qualifying Resources window displays a list of people that fit the
resource qualifier’s values you have entered.
b. Select the people you want to assign to this territory by checking the Assign
check box next to their names.
c.Click OK and return to the Resources tab.
Note: If no people or the wrong people are found, then go back to
the Resource Qualifiers tab and enter a different set of resource
qualifier values, or select resources manually in the Resources tab.
3.Check the Primary Contact check box next to the resource who becomes the
primary contact for the territory.
4.For each resource you can add start and end dates to limit their participation.
5.For each resource, select the transaction types you want them to access in the
Access Type field.
Phase II: Setting Up Territories 5-15
Adding Subterritories
For example, if the selected access type for John Walsh is Service Request, then
John can be assigned only to a job related to a service request, and he cannot be
assigned to a task or to a task created within a service request.
6.Click Save from the toolbar to save the resource information.
Note: Full Access: This check box is used only in Sales and
TeleSales. If this box is checked, the resource has full access to the
transaction type you specified in the Access Type field. For
example, if the access type is Lead, the resource can be assigned
only to Lead and Account. The resource cannot be assigned to an
Opportunity.
5.10 Adding Subterritories
Use this procedure if your territory hierarchy includes territories under the current
territory.
Prerequisites
■There must be a territory plan in place.
■All the transaction qualifiers used in territory creation are enabled.
■The territory overview information is saved
Login
Log in to Oracle Forms.
Responsibility
CRM Administrator
Navigation
Territory Manager > Territory Administration > Administration > Define Territory
Double-click the territory in the Tree Navigator
Steps
1.Click New Subterritory and repeat the territory creation procedure for the new
It is important that the territory administrator runs the following concurrent
programs regularly.
After the concurrent programs run successfully, the Territory Manager module is
automatically updated to reflect the changes made to your territories.
The following table describes the function of the seeded concurrent programs.
Table 5–2 Seeded Concurrent Programs
NameFunctionFrequency
Running Concurrent Programs
Generate Territory
Packages
Named Account
Territo r y Post
Processing
Prerequisites
None
Login
Log in to Oracle Forms.
Responsibility
CRM Administrator
■To create the territory rules or to
reflect the changes that you made to
territories. Otherwise, your
territories will not reflect the actual
changes and will not work correctly
when calling modules try to use the
Assignment Manager to assign
resources.
■Builds the API that returns the
winning territories and resources
attached to the winning territories,
which are defined in territory setup.
■Kicks off named account catchall
workflow processing
■Refreshes territory administration
portals for Sales
As often as you need
to activate territory
changes, for example,
nightly
As often as you want
the numbers in the
catch all portlet
updated and
workflows run
Phase II: Setting Up Territories 5-17
Running Concurrent Programs
Navigation
Requests > Run to open the Submit a New Request window
Steps
1.Select Single Request.
2.Click OK.
3.In the Name LOV, select either Generate Territory Packages or Named Account
Territory Post Processing.
4.In the Parameters pop-up window of the Submit Request, enter your
parameters.
5.Click OK.
6.Click Schedule in the Submit Request window to set appropriate information to
run concurrent programs periodically.
7.Click Submit.
Guidelines
The parameter for Generate Territory Packages is the usage. Select the correct usage
from the LOV, such as Oracle Sales and TeleSales or Oracle Service.
Named Account Territory Post Processing uses two parameters:
■Run the Workflow: choose either yes or no
■Name of the Bin: Select the bin to be calculated. Your options are:
This chapter covers the following topics for Phase III: Creating Territories:
■Section 6.1, "Overview of Creating Named Account Territories"
■Section 6.2, "Named Account Territory Process"
■Section 6.3, "Migrating from Existing Territories to Named Account Territories"
■Section 6.4, "Enabling Qualifiers"
■Section 6.5, "Creating a Parent Territory"
■Section 6.6, "Creating Territory Groups"
■Section 6.7, "Defining Named Account Rules"
■Section 6.8, "Assigning the Sales Team to Named Accounts"
■Section 6.9, "Running Concurrent Programs"
■Section 6.10, "Usage Implementation"
6.1 Overview of Creating Named Account Territories
Named accounts are centrally defined, associated to sales groups, and distributed
from the top down to individual salespersons. Named account territories apply to
the Sales and TeleSales usage only.
A company can have multiple sales forces each with their own roles, exception
handling rules, sales hierarchies, and sets of named accounts. These are loosely
associated to territory groups. Planning considerations should be evaluated in the
determination of territory groups.
Phase III: Creating Named Account Territories 6-1
Overview of Creating Named Account Territories
The implementer or administrator creates named account territory groups by
associating organizations to the territory group. The act of associating organizations
to a territory group elevates an organization to a named account. An account that
falls within the definition, and any leads or opportunities for accounts that match
the definition, all belong to the defined named account.
Territory groups are associated to sales groups within the sales hierarchy and
distributed top down to individual salespeople.
Greater named account accuracy is achieved through a division of tasks to the most
appropriate user. Territory administrators are responsible for centrally managing
territory groups and defining named accounts. Sales management is responsible for
assigning named accounts down the sales hierarchy.
Behind the scenes, a concurrent program generates a set of sales territories similar
to those created manually in the Oracle Territory Management Forms windows. The
application generates a single territory for each named account utilizing the
definitions (customer name range and postal code values) maintained by territory
administrators and assigns salespersons as defined by sales management. This
generation is part of the Generate Territory Packages concurrent program used to
enable territories.
6.1.1 Components of Self-Service Named Accounts
There are two components of self-service named accounts:
■Named Accounts: Those customers that have been identified by a division as
important or critical enough to have their own account teams.
■Territory Groups: Each division has its own set of named accounts. For instance,
each division or line of business will have its own sales organization, its own set
of named accounts, and its own business processes. We loosely associate lines of
businesses or divisions to "territory groups." Each territory group will be
associated to a particular sales force and have its own set of named accounts
with its own business policies and processes. The territory group is assigned a
parent territory already set up in the Forms application. When Generate
Territory Packages is run for Sales and TeleSales, the territory group becomes a
single level territory hierarchy inserted into an existing territory hierarchy.
6.1.2 Ongoing Maintenance
New hires, fires, and to be hireds require sales managers to update named account
assignments throughout the selling year. Any change to named account
assignments can be made by sales managers at any time.
Monthly Dun & Bradstreet uploads contain mergers and divestitures. Sales
organizations will either maintain their sales team assignments even through
corporate changes (requiring no named account territory maintenance), or change
sales team assignments to reflect the divestiture (requiring new sales team
assignments).
Territory administrators diagnose why transactions are falling into their named
account Catch Alls and fix the problem. Typical problems are:
■An incorrect postal/zip code on a correct business name. The fix is to correct
the address.
■A missing subsidiary of a named account. The fix is to add a named account to
a territory group and have it assigned or refine a named account definition to
include the new postal code.
Oracle Workflow can be used to automate the exception handling of both these
problems.
Occasionally, new named accounts are added or moved between divisions. These
changes are managed by territory administrators following each business's checks
and balances. Removing named accounts from a territory group immediately
unassigns the sales teams.
6.1.3 Annual Maintenance
Before the start of the new sales year, existing territory groups can easily be copied
and changes made for the new selling year by territory administrators.
Once active, named accounts can be distributed down the sales hierarchy in an
efficient and effective manner, making it possible to reduce territory set ups and
implementations to a minimum.
The bulk of named account definitions are created by territory administrators when
you first migrate to the new named account territories. After that, only new named
accounts require named account definitions. It is unlikely that your list of key
customers is going to change drastically from year to year, which again minimizes
your territory setup times.
6.1.4 Territory Autogeneration Mechanics
Territories are composed of qualifier rules and resources. Qualifier rules are derived
from centralized named account definitions: specifically customer name range and
postal qualifier rules. Resource assignments are derived from the self-service
assignments made by sales managers. Taking information from two user bases (e.g.,
Phase III: Creating Named Account Territories 6-3
Named Account Territory Process
territory administrators for centralized named account definitions and sales
managers for resource assignments),Oracle Territory Management automatically
generates hierarchies of named account territories that are configured to hang off of
an existing territory hierarchy.
Generated territories have the following structure:
<parent territory>
<tg catchall>
<named account>
<role + named account>
Administrators can review the read-only generated territories via the Forms
interface. Existing geographic based territories managed through the Forms
interface will continue to be supported and require no changes to work with the
new self-service named account management solution.
6.2 Named Account Territory Process
The process for setting up named account territories includes the following steps:
1.At the beginning of a sales planning cycle, upper management assigns a set of
named accounts to a sales VP of a division.
2.Sales operations is responsible for creating a "territory group" modelling the
named account process of a division.
3.Transactions falling to Catch Alls can be assigned to territory administrators or
IT can develop workflows to manage exception handling of customers, leads,
and opportunities.
4.Sales managers under the VP then distribute all named accounts top down until
every named account is assigned to a lowest level salesperson.
5.At the same time, territory administrators are responsible for creating a named
account definition to capture other customers, leads, and opportunities
equivalent to the same named account. This is done by defining customer name
range and postal code qualifier rules. Named account definitions or territory
rules are defaulted to CUSTOMER NAME RANGE = business name of the
account and POSTAL CODE = postal code of the account. Territory
administrators can also add alias CUSTOMER NAME RANGES and other
postal codes or postal code ranges. It is important to note that these named
account definitions can be continually refined as they are set up once and cross
selling years.
Migrating from Existing Territories to Named Account Territories
6.
Territory administrations and sales operations can monitor how the completion
percentages of the self-service named account process.
7.When this process is complete enough, territory hierarchies are automatically
generated and enabled for territory groups.
8.These read-only, generated territories can be reviewed by territory
administrators from the Forms interface and are used just like any other
manually created territories for real-time and batch territory assignment.
9.Territory administrators diagnose and fix transactions falling to their named
account Catch Alls.
6.3 Migrating from Existing Territories to Named Account Territories
Perform the following steps to migrate from territories created using the Forms user
interface to the self-service named account territories.
1.Territory administrators should ensure the CUSTOMER NAME RANGE and
POSTAL CODE qualifiers minimally are enabled. Other qualifiers you wish to
use in the parent territory, like COUNTRY, should also be enabled.
2.Territory administrators need to create a parent territory in the Forms interface
that is a child of the Oracle Sales and TeleSales usage folder. This will be the
territory under which a generated territory group hierarchy will be inserted. It
should address effective dates, the number of winners and any qualifier rules
that its generated child territories need to inherit; e.g., COUNTRY = 'United
States'.
3.Sales operations compiles a list of named accounts for each division, and
4.Determine how existing or new sales roles will be used to drive account, lead,
and opportunity access. Lead and opportunity access can further be refined by
product category thereby giving access to leads and opportunities if a
representative's product specialization exists.
5.Territory groups are created based on exception handling processes and
division lines, and named accounts and sales division vice presidents are
associated.
6.Assign territory administrators to territory group Catch Alls for customers,
leads, or opportunities that match on CUSTOMER NAME RANGE qualifier
rules only. Otherwise, have IT create workflows encompassing your division's
exception handling processes and procedures.
Phase III: Creating Named Account Territories 6-5
Migrating from Existing Territories to Named Account Territories
7.
When you create new named account territories, administrators will need to
create named account definitions for each new named account. Named account
definitions or territory rules must be created to map customers, leads, or
opportunities to named accounts. Default mappings are created based on
CUSTOMER NAME RANGE = business name of account and POSTAL CODE =
postal/zip code of named account. Alias business names and postal codes can
be added to named account definitions. For example, Hewlett-Packard is
commonly known as HP or Compaq.
8.Before each named account mapping is complete, territory administrators
should check that the definition they are creating does not conflict with any
other named account definitions. This ensures that a customer, lead, or
opportunity will only fall into one named account territory. Utilities are
provided to identify conflicting named accounts and their territory rules at a
click of a button so administrators can tighten or loosen their existing territory
rules as necessary. After all conflicts are eliminated the administrator marks the
named account as mapped.
9.To access the self-service sales management side of Territory Manager, sales
managers, and representatives are given the HTML Sales Territory User
responsibility.
10. Named accounts are distributed down the sales hierarchy from the sales
division vice president one level at a time until all named accounts are assigned
to lowest level salespersons.
11. Portals provide territory administrators with the ability to track the progress of
territory assignment down to lowest level reps and named account mapping.
When enough progress is achieved, a territory administrator generates named
account territories by submitting a concurrent program.
12. Submit a concurrent program to run batch mode Territory Assignment. This
will reassign sales teams to all customers, leads, and opportunities based on the
latest territory definitions generated.
13. Validate the new named account territories through user acceptance testing.
As part of our mapping process, named account definitions or territory rules are
defaulted to CUSTOMER NAME RANGE = business name of the account and
POSTAL CODE = postal code of the account. Territory administrators can also add
alias CUSTOMER NAME RANGES and other postal codes or postal code ranges.
In order to implement named account territories you must minimally enable
CUSTOMER NAME RANGE and POSTAL CODE qualifiers. See Section 5.5,
"Enabling Existing Qualifiers" for the procedure.
6.5 Creating a Parent Territory
A parent territory must exist before you can implement named account territories.
See Section 5.6, "Creating Individual Territories" for the procedure for creating the
parent territory.
6.6 Creating Territory Groups
A territory group is a group of named accounts. You designate sales roles for each
territory group and define what access each sales role has to leads, opportunities, or
accounts. Use this procedure to create a territory group and designate specific
organizations as named accounts within the territory group.
Prerequisites
None
Creating Territory Groups
Login
Log in to Oracle HTML Applications.
Responsibility
Territory HTML Sales Administrator
Navigation
Territory Manager > Territories > Territory Group
Steps
1.In the Territory Group page, click Create Named Account Territory Group.
The Create Territory Group page appears.
2.Enter a name for the territory group.
3.Select the parent territory from the LOV. This places the territory group into the
hierarchy of physical territories created in the Forms administration windows.
Phase III: Creating Named Account Territories 6-7
Creating Territory Groups
4.Enter a rank for the territory group. This is the rank of the territory group catch
5.Enter a start date for the territory to be active.
6.Optionally, enter an end date after which the territory group becomes inactive.
7.Click Next.
8.Perform the following steps to assign roles and define the access for each role in
Details for the selected named account appear.
all.
The Define Role Access page appears.
the territory group.
a.Use the LOV to select a role from CRM Resources.
b. Select the access types for the role. Choices are account, lead, and
opportunity.
c.If the role has lead or opportunity access time, then you can specify product
categories. Click the icon in the Product Category column.
The Select Product Categories page appears.
d. If you are specifying product categories, then use the LOV to select a
product category.
e. If you want to select additional product categories, then click Add Another
Row and repeat step d.
f.When you have completed adding product categories to the role click
Apply.
The Define Role Access page appears.
g. If you want to add additional roles, then click Add Another Row and
repeat from step a.
h. Click Next.
The Setup Rules page appears.
9.The territory group acts as a catch all territory for any transactions that match
the account name but do not fit the named accounts within the territory group.
Choose the resource from the LOV who owns the catch all records and
optionally enter the name of a workflow for catch all transactions.
11. Choose the name, group, and role for the top of the sales management
hierarchy for this territory group. That manager in turn can assign accounts to
sales organizations or salespeople in his sales hierarchy.
12. Click Next.
The Add Organizations page appears.
13. Perform a search of the organizations to find the organizations you want to add
to the territory group.
The organizations that match your search criteria appear on the page.
14. In the Select column, select each organization to be added to the territory.
15. Click Add to Territory Group.
The selected organizations appear in the territory group list at the bottom of the
page.
16. Click Finish.
The Territory Group page displays the list of territory groups and the number
of named accounts in each territory group reflects the changes you made. The
organizations you selected become named accounts.
Guidelines
The concurrent program Generate Territory Packages must be run for your territory
changes to be effective.
6.7 Defining Named Account Rules
You can use a range of account names and postal codes to ensure that any records
that fall within those ranges are treated as part of the territory group for the related
named account. Use this procedure to define the accounts that relate to a specific
named account.
Prerequisites
At least one territory group exists with a named account.
Login
Log in to Oracle HTML Applications.
Phase III: Creating Named Account Territories 6-9
Defining Named Account Rules
Responsibility
Territory HTML Sales Administrator
Navigation
Territory Manager > Territories > Named Accounts
Steps
1.Select the Territories tab.
2.Select the Named Accounts subtab.
3.Perform either a simple search or an advanced search.
A list of your named accounts appears.
4.In the Select column, select one named account to define.
5.In the Map column, click the Update Mapping icon to define assignment rules.
The Map page appears.
6.Enter a customer keyname. The keyname is the qualifier used to search for
accounts in the database that belong in the territory with the named account.
7.If you want to enter more than one keyname qualifier, then click Add New Row
and repeat step 6.
8.Enter a range of postal codes to further qualify the accounts that match the
keyname.
9.If you want to enter more than one postal code qualifier, then click Add New
Row and repeat step 8.
10. To prevent overlapping named account territories, ensure there are no conflicts
by performing the following steps:
a.Click Select All and click Show Conflicts.
The Map page lists conflicting named accounts and their overlapping
qualifier rules.
b. If conflicts appear, then tighten or loosen the named account qualifier rules
If you want to preview what organizations match your qualifiers, then click
Mapped Organizations. Return to the definition page.
After the concurrent program Generate Territory Packages is run, leads,
opportunities, or accounts that fall within the qualifiers you created will be
assigned to the named account and the related territory.
6.8 Assigning the Sales Team to Named Accounts
You can assign a sales team to one or more named accounts at a time. Use this
procedure to add or remove salespeople from one or more named accounts.
Prerequisites
You are the sales manager for an existing territory group that contains named
accounts.
Login
Log in to Oracle HTML Applications.
Responsibility
Territory HTML Sales User
Navigation
Territory Manager > Territories > Named Accounts
Steps
1.Select the Territories tab.
2.Select the Named Accounts subtab.
3.Perform either a simple search or an advanced search.
A list of named accounts appears.
4.In the Select column, select one or many named accounts to update.
5.Click Update Sales Team.
The Update Sales Team page lists the selected accounts.
6.If you want to add a salesperson to the sales team, then perform the following
steps in the Add Salesperson section:
Phase III: Creating Named Account Territories 6-11
Running Concurrent Programs
a.
b. Select the sales group from the LOV.
c.Select the sales role from the LOV.
d. If you want to add another salesperson, then click Add Another Row and
7.If you want to remove a salesperson from the sales team, then perform the
following steps in the Remove Salesperson section:
a.Use the LOV to select the salesperson.
b. Select the salesperson’s sales group from the LOV.
c.Select the salesperson’s sales role from the LOV.
d. If you want to remove another salesperson, then click Add Another Row
8.Click Apply.
Your changes are saved.
Guidelines
In order to remove a salesperson from the sales team you much select the exact
salesperson, group, and role combination that is on the sales team.
Use the LOV to select the salesperson.
repeat from step a.
and repeat from step a.
6.9 Running Concurrent Programs
It is important that the territory administrator runs the following concurrent
programs regularly.
After the concurrent programs run successfully, the Territory Manager module is
automatically updated to reflect the changes made to your territories.
The following table describes the function of the seeded concurrent programs.
reflect the changes that you made to
territories. Otherwise, your
territories will not reflect the actual
As often as you need
to activate territory
changes, for example,
nightly
changes and will not work correctly
when calling modules try to use the
Assignment Manager to assign
resources.
■Builds the API that returns the
winning territories and resources
attached to the winning territories,
which are defined in territory setup.
Named Account
Territo r y Post
Processing
■Kicks off named account catchall
workflow processing
■Refreshes territory administration
portals for Sales
As often as you want
the numbers in the
catch all portlet
updated and
workflows run
Prerequisites
None
Login
Log in to Oracle Forms.
Responsibility
CRM Administrator
Navigation
Requests > Run to open the Submit a New Request window
Steps
1.Select Single Request.
2.Click OK.
3.In the Name LOV, select either Generate Territory Packages or Named Account
Territory Post Processing.
Phase III: Creating Named Account Territories 6-13
Usage Implementation
4.
In the Parameters pop-up window of the Submit Request, enter your
parameters.
5.Click OK.
6.Click Schedule in the Submit Request window to set appropriate information to
run concurrent programs periodically.
7.Click Submit.
Guidelines
The parameter for Generate Territory Packages is the usage. Select the correct usage
from the LOV, such as Oracle Sales and TeleSales or Oracle Service.
Named Account Territory Post Processing uses two parameters:
■Run the Workflow: choose either yes or no
■Name of the Bin: Select the bin to be calculated. Your options are:
■All
■Catchall Bin (Catchall portlet)
■KPI Bin (Key Performance Indicator portlet)
■None (Select to run workflow only)
6.10 Usage Implementation
Additional implementation steps relate to the usage for Oracle Territory
Management. For example, if your usage is sales, see the Oracle Sales Online Implementation Guide.
This chapter contains material useful in verifying the implementation of the Oracle
CRM Application Foundation modules. This chapter contains the following topics:
7.1 Verification Tasks
Verify your implementation by performing one or more of the following tasks:
1.Create a territory for your usage and run the concurrent program.
2.Create a transaction for your usage.
3.Verify that the transaction is assigned to the correct resources.
Section 8.1, "Tips for Fine-tuning Territory Assignment Performance"
Section 8.2, "If the Generate Territory Packages Fails"
Section 8.3, "Frequently Asked Questions (FAQs) about Transaction Qualifiers"
Section 8.4, "Diagnostic Reports"
8.1 Tips for Fine-tuning Territory Assignment Performance
8.1.1 Ranking Strategy
You can speed up processing time by ranking more frequently used territories
higher than less frequently used territories.
Example:
There are two sales organizations, one in Canada and one in the United States. In
this case, you know that 80 percent of your customers come from the United States.
You can rank the US territory higher than the Canada territory. The application
saves processing time as a result because it looks for a US territory before it looks
for a Canadian territory.
8
You must use caution that your modifications do not result in erroneous
assignments, however.
Suppose you have two overlapping territories.
■Territory A
Qualifier: Company Name Range = V%
Troubleshooting 8-1
If the Generate Territory Packages Fails
Note: The "%" symbol is a wild card.
■Territory B
Qualifier: Company Name Range = Vision Enterprises%
If you rank territory A higher than territory B, then territory B never receives
any assignments. All Vision accounts are assigned to territory A.
8.1.2 Comparison Operators
Avoid using "<>", NOT LIKE and NOT BETWEEN operators.
8.1.3 Additional Tips
The following tips can be useful.
■Set up territories in hierarchical fashion for easy maintenance.
■Make the territories as generic as possible.
■If you create a territory and do not assign resources to it, then the Territory
Manager does not return this territory as a winning territory.
■You can create your own module specific "Catch All."
8.2 If the Generate Territory Packages Fails
If you run the Generate Territory Packages concurrent request and it errors out, run
it again with the Debug and Trace flags set to Yes. Then review the log file that
results. The log file gives clear information on exactly what step the error
occurred at in the program and what the error is.
8.3 Frequently Asked Questions (FAQs) about Transaction Qualifiers
The following are frequently asked questions about transaction qualifiers. Answers
to these questions may help you in troubleshooting problems with Territory
Manager.
8.3.1 How to Find All Seeded Transaction Qualifiers?
Answer: Use the following steps to list all seeded transaction qualifiers:
Frequently Asked Questions (FAQs) about Transaction Qualifiers
Steps
1.Log in with the CRM Administrator responsibility.
2.Select Territory Manager > Territory Administration to open the Navigator
window.
3.Select Setup Qualifiers from the Administration pull-down menu.
The Setup Qualifier window opens.
4.Select the type of Usage. In the status area select All, then click Find.
The Setup Qualifier window opens with the seeded transaction qualifiers that
match the selected usage information including a description, transaction type,
and an organization.
5.Select different Usage to find other seeded transaction qualifiers if necessary
8.3.2 How to Find Possible Transaction Qualifier’s Values?
Answer: In the Transaction Qualifiers tab, you must enter at least three letters in
order to bring up the LOV in the Value From and Value To fields. For example, enter
"Bus" to launch the LOV starting with "Bus". If wildcard "%" is used, then use it
with letters, such as "B%%", or "%%%" to query the list of values.
8.3.3 What is Customer Name Range Transaction Qualifier?
Answer: Customer Name Range is used to group similar customer names. It allows
you to define access based on pre-defined customer names.
8.3.4 What Is the Difference Between the Following Service Transaction Types?
Service Request: This transaction type allows you to define access for account and
service request related transaction qualifiers. It limits the transaction access to a
service request only.
For example, a territory is defined with appropriate rank information and has
Service Request transaction type identified. That territory can be a winning territory
among other competitive territories only if it is for a service request transaction, but
not a task or a task associated with a service request transaction.
Ta s k : This type allows you to define access for account and task related transaction
qualifiers. It limits the transaction access to a task only, not a task created within a
service request.
Troubleshooting 8-3
Diagnostic Reports
Service Request and Task: This type allows you to define access for account, task
and service request related transaction qualifiers. However, it limits the transaction
access to a task associated with a service request only, not a task or a service request.
For example, a territory is created with "Service Request" and "Task" transaction
types. When a transaction is lunched through a task within a service request, that
territory will not be selected as a winning territory even the qualifier and its value is
matched to the transaction (a task associated with a service request).
8.4 Diagnostic Reports
Run diagnostic reports using the following steps and send the reports to Support:
1.Log into HTML APPS as SYSADMIN/SYSADMIN.
2.Select the Diagnostics tab. This opens a new window.