Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10

1. Oracle Sales and ServiceKey Product Highlights Releases 11.5.8 - 11.5.10

2. Oracle SalesKey Product Highlights11.5.8 – 11.5.10

3. SALES – 11.5.8 Key New or Changed Features in 11.5.8 (Subset) • Quoting - iStore Integration • Quote Approvals Processing • Sales Offline • Outlook and Palm Synchronization • Forecast by Product Category and Opportunity

4. SALES – 11.5.8 Benefits • Increase sales by collaborating with customers across channels • Enforce business and pricing rules • Increase Sales Rep Productivity • Increase Forecast Accuracy

5. 11.5.8 Web Publish Quotes Sales Intelligence

6. 11.5.8 Web Publish Quotes Sales Intelligence

7. 11.5.8 Sales Offline Sales Intelligence

8. SALES – 11.5.9 New or Changed Features in 11.5.9 (Subset) • Proposals • Mobile Quoting • TeleSales Quick Order Entry • Single Administrator UI for Web Store • Oracle Content Manager

9. SALES – 11.5.9 Benefits • Create consistent content and messages; personalize with merged data from applications. • Sales reps can produce accurate quotes offline with full product and pricing information. • Increased efficiency for TeleSales users creating quotes and orders. • Simple and powerful UI for creating and managing web stores. • Complete content management features integrated with applications

10. 11.5.9 Proposals Sales Intelligence

11. 11.5.9 Proposals Sales Intelligence

12. 11.5.9 iStore Administrator UI Sales Intelligence

13. 11.5.9 Content Manager Sales Intelligence

14. SALES – 11.5.10 Key New or Changed Features in 11.5.10 (Subset) • Oracle Sales • Sales Intelligence • Data Quality Management Integration • Sales Contracts Integration • Sales Campaigns

15. SALES – 11.5.10 Key New or Changed Features in 11.5.10 (Subset) • Territory Manager HTML UI • Sales Dashboard • Sales Coach • Projected Commission • Returns through iStore

16. SALES – 11.5.10 Benefits • More flexibility in configuring sales application; better performance • Increase sales by having access to timely and accurate sales information • Increase data integrity and cleanliness • Specific terms and conditions are stored in central place to better track contract compliance • Closer alignment of sales and marketing; sales reps can initiate sales campaigns

17. SALES – 11.5.10 Benefits • Reduce costs and time involved with creating and maintaining territories and named account lists • Sales rep has access to important information in a single, configurable view • Increase sales effectiveness by “guiding” reps through established sales methodologies • Increased motivation for sales rep by seeing personal benefit • Simpler return process

18. 11.5.10 Sales Intelligence Sales Intelligence • OA Framework-based reporting architecture

19. 11.5.10 Oracle Field SalesDQM TeleSales / Field Sales • DQM • Product Hierarchy

20. 11.5.10 Oracle QuotingContract Integration (Update)

21. 11.5.10 Oracle SalesSales Campaign and NQL

22. 11.5.10 Territory ManagerEasy Territory and Named Account Setup Territory Management • HTML UI • ADI

23. 11.5.10 Oracle SalesFunnel and Dashboard

24. 11.5.10 Oracle SalesSales Coach Oracle Sales

25. 11.5.10 Oracle CompensationProjected Commissions

26. 11.5.10 Oracle iStoreOrder Returns

27. Oracle ServiceKey Product Highlights11.5.8 – 11.5.10

28. SERVICE – 11.5.8 Key New or Changed Features in 11.5.8 (Subset) • Field Service scheduling enhancements • Improved Spares Management planning • Field Service Debrief enhancements

29. SERVICE – 11.5.8 Benefits • Assign the right person to the right job with the right parts • More accurate spares management while reducing costs • “Wrap up” field service visit at client site

30. SERVICE – 11.5.9 New or Changed Features in 11.5.9 (Subset) • iSupport - Guest User Functionality • Preventive Maintenance • Color Coded tasks • Offline capabilities for field service wireless • Search KB from wireless device and co-workers trunk stock for parts • Service Request Status Propagation

31. SERVICE – 11.5.9 Benefits • Reduce costs and time associated with answering questions/service requests • Proactively service customers based on usage, specified date, or period of time • Better visibility to important Field Service tasks to ensure commitments are met and customer service is upheld • Access important field service information offline • Ensure technicians have access to right parts and information to service customer • Reduce service costs

32. SERVICE – 11.5.10 Key New or Changed Features in 11.5.10 (Subset) • Productivity and Usability enhancements • Service Daily Business Intelligence (DBI) • Multiple iSupport Sites • Configurable SR process and templates

33. SERVICE – 11.5.10 Key New or Changed Features in 11.5.10 (Subset) • Marketing Integration • KM Search effectiveness • Improved OM-IB integration for component replacement • eAM Integration

34. SERVICE – 11.5.10 Benefits • Improved customer service since agents have more information available to them to serve customer • Monitor KPIs and make betters decisions based on timely and accurate information • Meet the needs of different divisions within the enterprise to provide support to their customers • Streamline process and capture information specific to type of service request

35. SERVICE – 11.5.10 Benefits • Up sell support customers through targeted promotions • Customers can resolve their own issues easier with more accurate KB searches • Accurately track changes to products in the installed based • Log tickets against internal assets

36. 11.5.10 TeleService Enhancement Orders Tab New Orders Tab How to Use this Feature

37. 11.5.10 TeleService Enhancement Invoices Tab New Invoices Tab How to Use this Feature

38. 11.5.10 TeleService Enhancement Contracts Tab

39. 11.5.10 TeleService Enhancement Redesigned Service Request Tab Enhanced Service Request Tab How to Use this Feature

40. 11.5.10 TeleService Enhancement Standalone Knowledge Management

41. Notice that escalated backlog is growing for Medium Severity, Click to drill to more detail

42. Trending of the Backlog, Escalated, and Unowned counts are available in one report.

43. The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased. The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased.

44. 11.5.10 iSupport Enhancements Multiple Sites and Common Infrastructure Target Your Support • Enable multiple support sites to provide targeted support to different customer segments • Common infrastructure for iSupport, iStore and Partners Online Multiple Sites

45. Documentation Issue Might Be A One Step Process Product Issue Might Be A Four Step Process Configurable Service Request Process

46. 11.5.10 iSupport Enhancements Campaigns To Up-sell and Cross-sell Show campaign message on iSupport Define audience for campaign Define campaign and messages Define postings and rule sets Campaign Posting displayed at the top section of Home Page

47. Thank You. Oracle Sales and Service