Oracle CRM On Demand Release 27 Administration Enhancements


This is the first of a series of four articles that will explain the enhancements to Oracle CRM On Demand Release 27 (R27). This article’s focus is on the updates to CRM Administration. In this article we cover:


  1. Control of Context-Sensitive Lists,

  2. The ability to Associate an Address to a Service Request,

  3. A list of enhancements for Life Sciences,

  4. And a list of enhancements for Financial Services.

If you need further information, please access the online documentation within My Oracle Support/Oracle CRM On Demand Knowledge Center. A complete video of the joint presentation can be found on the ActivePrime YouTube channel.

Control of Context-Sensitive Lists

You now have the option to hide or show context-sensitive lists using the "Enable Record Type Lists in Lookup Windows” and the “Show Context-Sensitive List as Lookup Window Default.”

There are two settings in CRM On Demand that influence when context- sensitive lists appear in the lookup windows. The lookup window is what the user sees when adding a Contact to an Account using the magnifying glass. A context-sensitive list is used to help the user find the record they want faster, by limiting the choices in the lookup window. The first setting is on the Company Profile page and is called “Enable Record-Type Lists in Lookup Windows.”, which is selected by default. The setting determines whether or not the lists that appear on the Object Home Page (for example, My Contacts, Contacts in West Region), are available as lists that filter the values displayed in the lookup window. The second setting “Show Context-Sensitive List as Lookup Window Default” is on the Object Customization level, in the Search Page configuration screen. This setting determines whether or not the two context-sensitive lists appear in the list drop down; always at the top. The context-sensitive lists will limit the values in the lookup window to be those records that are related to another value – for example, only showing those Contacts that are related to an Account, or have that Account as primary. Filtering the lookup window in this way means that only the most relevant information is displayed for associating two records, saving the user from performing additional searches.

Ability to Associate an Address to a Service Request

Track the location at which a service is performed by linking an address to a Service Request. Look up and choose from a set of Addresses associated to the Account or Contact linked to the Service Request.

Often when a Field Service Associate responds to a Service Request, there is a need to track the address at which the service was performed. To meet this need, Oracle has added the ability to associate a Service Request to an address. The address used is one that is associated with the Contact or Account that is already linked to the Service Request, ensuring that the right address is entered. Please note that Shared Addresses are not supported on Service Requests.

Financial Services and Life Sciences Administrative Enhancements

In R27, a number of enhancements have been added to the Financial Services vertical, specifically for Household and Portfolio related functionality. There have also been a number of additions to the Life Sciences vertical.

Financial Services Household and Portfolio Enhancements

Ability to Create Activities, Opportunities and Service Requests directly at Household level.

Prior to Release 27, if a sales representative wanted to track Activities, Opportunities or Service Requests at a Household level, those objects were created for the individual Contact at the Household. To better support tracking Household level interactions, the relationships of the Household object were extended to these objects.

Custom and Related Information Custom Fields for Household Contacts and Portfolio Contacts.

Household/Contacts and Portfolio/Contacts are called Intersection Objects, which are a special type of object that let you model the relationship between two objects. Creating custom fields on the intersection of Household/Contacts and Portfolio/Contacts lets you add in unique information about a relationship, as you would with any custom field. Related Information Custom Fields are unique in that they will display information on the Intersection Object that is from one of the parent objects. For example, displaying the Contact’s cell number on the Portfolio/Contacts object.

Life Sciences

Enabling a Field to Drill Down on Invitee Record Related Information.

When working with Events, knowing who is invited is just one facet of many. Knowing if that invitee is actually attending the Event drives many other aspects such as budget, reservations, materials and more. New to R27 is the ability to quickly determine an invitee’s invitation status directly from the Event record itself, streamlining the follow up and event registration process.

Validation Checking Workflow and Submission of Calls for Contact State License.

Leaving product samples with a physician requires strict adherence to procedure and regulatory rules and guidelines. In R27, a new feature has been implemented that will check the physician’s state license validation based on the state they are in and the expiration date of their license. This opt-in feature ensures that only the approved samples are allowed to be left with the physician.

Contact Address Associated with Best Time To Call Applet.

The Best Time To Call applet stores the date and time that your customer has said are the most opportune moments to meet. With physicians, the question of where is equally important as they could be at the hospital, a clinic or their own practice. R27 adds the Address to the Best Time to Call so that you now can know when and where to meet your customer, helping with your daily route planning.

Allocation records can be created for Sample Requests.

In R27, more work has been done on the Samples Management functionality for Life Sciences. It is now possible to automatically validate the quantity of Sample Request Items against the Sample Request Allocation record itself, ensuring the right amount of samples are left, and streamlining the validation process for your sales representatives.

Book of Business Enhancements

The last several releases have seen additional coverage for Books of Business added to CRM On Demand, and in R27, coverage was added for the following objects:

  • Samples

  • Sample Lots

  • Sample Requests

  • Orders.

Additionally, the Assign Book Workflow action was added to both Sample Requests and Orders, allowing for the automatic association of those objects to a selected Book of Business, further streamlining and automating your business processes.

For further details, please review the Administration Enhancements TOI (login is required).

As always, we recommend you double check the quality of your CRM data. Identify duplicate records now so users can take advantage of new enhancements without being frustrated with duplicate, dirty data. Improve usability with accurate, clean CRM data. If you’d like to schedule a free 30-minute consultation on the state of your CRM data quality with one of our CRM experts, sign up here.

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