Presented at COLLABORATE09 conference in Orlando, FL - Implement Oracle R12 Service Contracts Life Cycle Management and build a pathway to higher profit

1. Service Contracts Life Cycle Management: Pathway to Higher Profits Session # 2296 Speaker: Mohan Dutt, VeriSign Inc

10. Negotiation Status Transitions

11. Negotiation Status on Workbench Negotiation Status indicates current workflow status of the contract

12. Determine Renewal Process Renewal process follows the Contract > Party > Org >Global hierarchy to determine the effective value $10,000 $10,000 Online Global $15,000 $10,000 Null Org $25,000 Null Manual Party Online Threshold Evergreen Threshold Renewal Process Example

16. Determine Renewal Process Renewal Process can be setup at Contract, Party, Org and Global Levels Thresholds are setup at Party, Org and Global Levels

17. Setup – Renewal Process Renewal Type has been renamed to Renewal Process R12 Renewal Process R11i10 Renewal Type Do Not Renew Do Not Renew Evergreen (approval not required Activate Contract Evergreen (with approval) Submit for Approval Online Electronic Renewal Manual Notify Salesrep

18. Setup - Approval Flag Approval flag has to be specified along with renewal process Required : Internal approval is Mandatory Not Required : internal approval not required Evergreen Process Automatic :Automatic submission for approval after customer acceptance Manual : Salesperson has to submit for approval Not Required : Contract automatically activated after customer acceptance Online Process Required : Internal approval is Mandatory Not Required : internal approval not required Manual Process

19. Setup - Threshold Amt & Currency Threshold amounts have been renamed Threshold currencies have been consolidated Threshold Amounts Threshold Currencies R12 Threshold R11i10 Threshold Online Acceptance Amount Electronic Threshold Evergreen Amount Active Threshold R12 Currency R11i10 Currency Ledger Currency Credit Card Currency Active Currency Electronic Renewal Currency

21. Administrator Workbench Quick Search enables users to search for new and renewal contracts Notifications for contracts that need attention Shortcuts enable users to perform other actions My In Process Contracts bin displays all open contracts in the user’s queue

22. Administrator Workbench Bins Default seeded bin with seeded views Displays all contracts where current user is the vendor contact All in-process contracts User can define views to filter contracts Bin has to be enabled using OA Framework personalize features

24. My In-Process Contracts Bin Icon Indicates auto-reminders have been disabled Negotiation Status indicates current workflow status of the contract Contracts with follow-up actions and due date for those actions are available Search results can be sorted by various attributes

25. In-Process Contracts Bin Actions Multi-contract actions (upper) and single contract actions (lower) These actions are controlled by function security. Administrators can enable these actions for specific users

27. Online Acceptance Portal Online Renewal Portal uses the Oracle Single Sign-on functionality to logon to the acceptance portal Customers can retrieve forgotten usernames and passwords themselves

28. Online Acceptance Portal Available actions are – Accept, Decline and Request Assistance Flag indicates that the pending contract is a renewal Clicking quote displays quote in Acrobat Reader format Contracts pending salesrep assistance are marked. These contracts can be accepted or declined

29. Online Acceptance Portal Only acceptable payment methods based on regional requirements are exposed. Customer can enter both new and existing credit cards Customers can attach a document such as the image of a PO or check

30. GCD Payment Types Online acceptance payment options can be enabled at global or org level If contract amount <= Credit card threshold amount, credit card is the only payment option available during online acceptance At the org level, payment options can have a Yes, No or Null value

31. Online Acceptance Portal Both accept and decline clauses have tokens to include Vendor Operating Unit and Customer party in the text Customer Comments and Reason for decline captured and saved on contract

32. Online Acceptance Portal Customer can request salesrep for assistance on a specific contract Salesrep email and subject are defaulted Customer comments are tracked as interaction on the contract

34. Define Template Set

35. Template Setup on GCD Layout template required on the GCD If template language not specified, default language of the template setup in xml publisher definition is used Template set and language can also be defined for contract org and party

43. Define rules

44. Test Approval Rules Once the approval rules have been created the AME test workbench can be used to test the conditions When the test case is run, the following pages displays the derived approver

47. Auto-Reminder Process For manual reminders, the contract status has to be specified as a parameter This will typically be a one time setup In this example, the auto-reminder process is set to send reminders for all contracts in ‘Quote Sent’ status