1. Customer Relationship Management Fundamentals Implementation Guide
  2. Understanding Employee Information for CRM

Understanding Employee Information for CRM

Before you can add an employee to the sales force or to a provider group, you must enter the employees into the system. Each sales or support employee must have a record in the F0101 table and the F0111 table.

The method that you use to enter employees depends upon the JD Edwards EnterpriseOne systems that the organization uses. If the organization uses Oracle's JD Edwards EnterpriseOne Human Capital Management (HCM), the system creates address book records during the HCM employee entry process. If you do not use JD Edwards EnterpriseOne Human Capital Management, you can enter employees into the system using Oracle's JD Edwards EnterpriseOne Address Book system.

Alternatively, you can enter employees using the Employee Detail program (P90CA040). This program enables you to enter and maintain all CRM-related employee information from one entry point. When you add employees using this program, the system creates the necessary address book records. Regardless of which method you use to enter employees, you can use the Employee Detail program to maintain all CRM-related employee information.

After you enter employees into the system, they can participate on sales teams associated with customers, opportunities, quotes, and sales orders. They can be added to provider groups, which are responsible for managing service requests or cases. Provider groups are also used to determine case escalation paths.

The employees in the organization might work frequently with members of other organizations with which you have partnerships. Some of the employees might be responsible for maintaining those partner relationships. Using the Employee Detail program, you can associate employees with multiple partners so that you can review partner relationships by employee.

Employees can be commissioned or non-commissioned. You can access employee commission information from the Employee Detail program entry point.

After you set up basic information about the employee, you can then enter additional employee information, such as:

  • Additional phone and email information.

  • Service provider information.

  • Partner relationships.

  • Attachments.

Before you enter or maintain CRM-related employee information, you must set the processing options for the Employee Detail program (P90CA040) and the Employee Processing Options program (P90CA043). The Employee Processing Options program can be accessed using the Interactive Versions program (fast path IV). This program is not located on a menu.