Oracle Disconnected Mobile Sales Start

CRM On Demand
Getting Started with

Oracle CRM On Demand
Disconnected Mobile Sales
Release 1.9.1
February 2015
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Contents
Getting Started with Oracle CRM On Demand Disconnected Mobile Sales 1
Chapter 1:
Whats New in This Release
Chapter 2:
Getting Started with the Oracle CRM On

Demand Disconnected Mobile Sales Application
About Oracle CRM On Demand Disconnected Mobile Sales
11
Downloading and Installing the Oracle CRM On Demand Disconnected Mobile Sales
Application 12
Authenticating Users and Synchronizing Data for the First Time
13
Signing In and Synchronizing Data for the First Time 13

What Happens After Synchronization Starts? 16
About Detecting Network Connectivity and Automated Synchronization
Incremental Synchronization 17
Manually Synchronizing Data 17
About Data Visibility 17
16
Using the Oracle CRM On Demand Disconnected Mobile Sales Application in Offline
Mode 17
Handling Notification Requests from the Oracle CRM On Demand Disconnected Mobile
Sales Server 19
Checking the Version of the Oracle CRM On Demand Disconnected Mobile Sales
Application 19
Resetting the Oracle CRM On Demand Disconnected Mobile Sales Application
Copying and Emailing User Device Information
Enabling Activation Logging on the User Device
20
21
21
Closing the Oracle CRM On Demand Disconnected Mobile Sales Client Application
Setting the Language for the User Device
Chapter 3:
Displaying Lists
22
22
Navigating the Oracle CRM On Demand

Disconnected Mobile Sales Application
23
Filtering Data Displayed in Lists

Reviewing the Sync Log List
25
26
Getting Started with Oracle CRM On Demand Disconnected Mobile Sales

Release 1.9.1
Contents
Clearing the Sync Log List 26

How Conflicts Are Handled 27
Fixing Records after a Failed Synchronization
Searching for Records

Deleting Records
27
28
29
Setting Options for the User Device
30
Copying Contacts to the Address Book on a User Device 31

Copying Oracle CRM On Demand Disconnected Mobile Sales Appointments to the Native
Calendar 32
Looking Up Records in a Module 33
Clearing and Reloading Data 33
Starting an External Application
34
About Customizing Oracle CRM On Demand Disconnected Mobile Sales
Chapter 4:
34
Planning Customer Calls
Checking the Appointments for Today

Planning Contact Calls
35
37
Using the List to Select a Contact 37

Creating a Search Query to Find Contacts
Creating Contact Calls 38
Deleting Contact Calls 40
Preparing for a Contact Call
38
40
Displaying Contact Details 41

Displaying Map Details 41
About Related Lists 42
About Contact Relationships 43
Adding New or Updating Existing Contacts 43
Adding or Updating Calls for a Contact 43
Adding or Updating Address Information for a Contact 44
Adding or Updating Contact Best Times for a Contact 45
Adding or Updating Contact State License for a Contact 45
Reviewing or Changing Account Information for a Contact 46
Reviewing the Blocked Products List for a Contact 47
Reviewing Call Activity History 47
Adding an Attachment to a Contact 48
Planning Account Calls
49
About Account Relationships 49

Using the List to Select an Account 49
Creating a Search Query to Find Accounts
50

Release 1.9.1
Contents
Creating Account Calls

Deleting Account Calls
50
52
Preparing for an Account Call
52
Displaying Account Details 52

Adding New or Updating Existing Accounts 54
Adding or Updating Contacts for an Account 55
Adding or Updating Calls for an Account 55
Adding or Updating Address Information for an Account
Adding an Attachment to an Account 56
Reviewing Call Activity History 57
Chapter 5:
56
Conducting Customer Calls
Displaying Call Details
59
Adding New or Updating Existing Calls
62
Working with Samples Dropped for Calls
63
Working with Sample Request Orders for Calls
66
Working with Promotional Items Dropped for Calls

Working with Product Details for Calls
67
69
Working with Attendees for Account Calls
71
Working with Attendee Calls for Parent Account Calls
72
Creating Attendee Calls for Parent Account Calls 73

Modifying Attendee Calls for Parent Account Calls 74
Displaying Attendee Calls Associated with Parent Account Calls
Displaying Attendee Calls for an Account 75
Displaying Attendee Calls for a Contact 76
Recording Signatures for Calls
77
Enabling Calls to Capture Paper-Based Signatures

Displaying the Signature Page 78
Recording Electronic Signatures for Calls 80
Recording Paper-Based Signatures for Calls 82
Submitting a Call for Processing
Chapter 6:
75
78
84
Delivering Personalized Content Delivery

Presentations
About Using Presentations
87
Using the List to Select a Presentation 88

Creating a Search Query to Find Presentations
Displaying Interactive Details 89
88

Release 1.9.1
Contents
Previewing Presentation Content
89
Showing Presentations During Calls
90
About the Presentation Summary Page
92
Recording Responses to Presentations During Calls

Emailing Presentation Content
93
Downloading Presentation Content
Chapter 7:
97
Events Fields
97
Invitee Fields
Chapter 8:
95
Working with Events
About Events
About Invitees
92
98
99
Troubleshooting the Oracle CRM On Demand

Troubleshooting Client-Activation Issues with Oracle CRM On Demand Disconnected

Mobile Sales 101
Problem: Email Not Found 101
Problem: The Connection to the Server Failed
Problem: Invalid Login Details 103
102
Index

Release 1.9.1
Whats New in Getting Started with Oracle CRM On Demand

Disconnected Mobile Sales, Release 1.9.1
Table 1 lists the changes described in this version of the documentation to support this release 1.9.1
of the software.
NOTE: Oracle CRM On Demand Disconnected Mobile Sales Release 1.9.1 supports Oracle CRM On
Demand Release 26 and later.
Table 1.
Changes in Getting Started with Oracle CRM On Demand Disconnected Mobile Sales,
Release 1.9.1
Topic
Description
Signing In and Synchronizing

Data for the First Time on
page 13
Modified topic. Updated to describe how to sign into Oracle CRM

On Demand Disconnected Mobile Sales using both Single-Sign
On and Oracle CRM On Demand login credentials.
Copying and Emailing User

Device Information on page 21
New topic. Updated to describe how to copy the user device

information and to paste the information into an email
message.
Closing the Oracle CRM On

Demand Disconnected Mobile
Sales Client Application on
page 22
Modified topic. Updated steps on how to force the Oracle CRM

On Demand Disconnected Mobile Sales application to close.
Displaying Lists on page 23
Modified topic. Added Maps and Tasks to the list of buttons

available on the vertical application banner as well as providing
corresponding descriptions for each item.

on page 25
Modified topic. Added a note to explain that administrators can

configure additional filters, which allow end users to refine
results displayed in lists.
Reviewing the Sync Log List on

page 26
Modified topic. Added information on how to cancel the

download process and how to delete the content that is
currently downloading. Provided descriptions of what
information the Sync Log menu displays by default.
How Conflicts Are Handled on

page 27
Modified topic. Added detailed information on how conflicts are

handled by the Oracle CRM On Demand server.
Searching for Records on

page 28
Modified topic. Added information on how to use different

search methods to locate account, contact, and messaging plan
records on either the Oracle CRM On Demand Disconnected
Mobile Sales application or on the Oracle CRM On Demand
server.

Release 1.9.1
Table 1.
Release 1.9.1
Topic
Description
Copying Contacts to the Address

Book on a User Device on
page 31
Modified topic. Added information on how to access and

implement the Copy Contacts to Address Book setting in the
Oracle CRM On Demand Disconnected Mobile Sales application.
Copying Oracle CRM On Demand

Appointments to the Native
Calendar on page 32
Modified topic. Added information on how to access and

implement the Copy to Calendar setting in the Oracle CRM On
Demand Disconnected Mobile Sales application.
Checking the Appointments for

Today on page 35
Modified topic. Updated to describe how to display a map with

todays appointments. Administrators can configure the
appointments calendar to display all planned activities, and not
just appointments. Presentations available for a call can be
filtered.
Displaying Map Details on

page 41
New topic. Updated to describe the Todays Travel screen.
About Contact Relationships on

page 43
New topic. Updated to describe how contact relationships are

graphically represented in the Oracle CRM On Demand
Disconnected Mobile Sales application.
Reviewing Call Activity History

on page 47
Modified topic. From release 1.9.1 of Oracle CRM On Demand

Disconnected Mobile Sales, the ability to review call activity
history must be configured by your administrator.
About Account Relationships on

page 49
New topic. Updated to describe how account relationships are

graphically represented in the Oracle CRM On Demand
Displaying Call Details on

page 59
Modified topic. Added information about submitting calls for

processing before the scheduled Start Time.
Working with Product Details for

Calls on page 69
Modified topic. Added additional information for the Priority,

Product Indication, Issues and Indication fields descriptions.
About Using Presentations on

page 87
Modified topic. Added a note to explain that administrators can

configure the Oracle CRM On Demand Disconnected Mobile
Sales application to preload animated content in presentations.
Presentations that have been shared previously with a contact
now display a green check mark.
Using the List to Select a

Presentation on page 88
Modified topic. Added a note to explain that presentations that

have been shared previously with a contact now display a green
check mark.

Release 1.9.1
Table 1.
Release 1.9.1
Topic
Description
Recording Responses to
Presentations During Calls on
page 92
Modified topic. Added a note to explain that presentations that

have been already detailed now display a green check mark.
Downloading Presentation
Content on page 95
Modified topic. Added information about checking connectivity

when downloading content. You can cancel the download
process and delete content that is currently downloading.
Download progress displays in the messaging plan thumbnail
image.

Release 1.9.1
10

Release 1.9.1
Getting Started with the Oracle

CRM On Demand Disconnected
Mobile Sales Application
This chapter describes Oracle CRM On Demand Disconnected Mobile Sales and how to download and
get started with the Oracle CRM On Demand Disconnected Mobile Sales application. It contains the
following topics:
About Oracle CRM On Demand Disconnected Mobile Sales on page 11
Downloading and Installing the Oracle CRM On Demand Disconnected Mobile Sales Application on
page 12
Authenticating Users and Synchronizing Data for the First Time on page 13
Using the Oracle CRM On Demand Disconnected Mobile Sales Application in Offline Mode on page 17
Handling Notification Requests from the Oracle CRM On Demand Disconnected Mobile Sales
Server on page 19
Checking the Version of the Oracle CRM On Demand Disconnected Mobile Sales Application on
page 19
Resetting the Oracle CRM On Demand Disconnected Mobile Sales Application on page 20
Copying and Emailing User Device Information on page 21
Enabling Activation Logging on the User Device on page 21
Closing the Oracle CRM On Demand Disconnected Mobile Sales Client Application on page 22
Setting the Language for the User Device on page 22
About Oracle CRM On Demand

Oracle CRM On Demand Disconnected Mobile Sales is a mobile application that is designed to
increase the productivity of mobile sales users by providing the tools that a sales representative
needs to complete a sales call, including the following:
Offline mobile support for the primary sales tasks, including call planning, call execution with
sample drops, and signature capture.
Ability to deliver electronic presentations using Personalized Content Delivery (PCD).
Oracle CRM On Demand Disconnected Mobile Sales synchronizes data with Oracle CRM On Demand
through Web services. It contains the following applications:
Admin Application. The Admin application is a Web browser-based application that

administrators use to configure and manage the client application. Only administrators use the
Admin application. For more information about the Admin application, see 1491682.1 (Article ID)
Oracle CRM On Demand Disconnected Mobile Sales Administration Guide on My Oracle Support.

Release 1.9.1
11
Getting Started with the Oracle CRM On Demand Disconnected Mobile Sales
Application Downloading and Installing the Oracle CRM On Demand Disconnected Mobile
Oracle CRM On Demand Disconnected Mobile Sales Application. This application is the
client installation for the sales representatives local user device. The Oracle CRM On Demand
Disconnected Mobile Sales application enables sales representatives to manage sales visits and
deliver electronic presentations to customers through its user interface. It is designed and
optimized for touch computing. The Oracle CRM On Demand Disconnected Mobile Sales
application runs client application metadata, stores local data, and synchronizes with the Oracle
CRM On Demand Disconnected Mobile Sales Server. For more information about using the Oracle
CRM On Demand Disconnected Mobile Sales application, see the remaining chapters in this guide.
Downloading and Installing the Oracle

CRM On Demand Disconnected Mobile
Sales Application
Use the following procedure to download and install the client or Oracle CRM On Demand
Disconnected Mobile Sales application on your user device. Use this procedure also if upgrading your
Oracle CRM On Demand Disconnected Mobile Sales application to the latest version. Each new
release of the Oracle CRM On Demand Disconnected Mobile Sales application includes enhancements
in the following areas:
Oracle CRM On Demand Disconnected Mobile Sales client side binary (Oracle CRM On Demand
Disconnected Mobile Sales application)
Oracle CRM On Demand Disconnected Mobile Sales core server files and binaries
Oracle CRM On Demand Disconnected Mobile Sales application configuration or metadata
To download and install the Oracle CRM On Demand Disconnected Mobile Sales
application
1
Start your user device.

NOTE: Oracle CRM On Demand Disconnected Mobile Sales currently supports the following type
of user device: Apple iPad with iOS 8 installed.
Go to the App Store, then search for the following application:

Oracle CRM On Demand Disconnected Mobile Sales
Tap GET to download the Oracle CRM On Demand Disconnected Mobile Sales application.
Tap INSTALL APP to install the Oracle CRM On Demand Disconnected Mobile Sales application.
Enter your Apple ID password to install the Oracle CRM On Demand Disconnected Mobile Sales
application on your user device.
For information about signing in to Oracle CRM On Demand Disconnected Mobile Sales and
synchronizing data with Oracle CRM On Demand for the first time, see Authenticating Users and
Synchronizing Data for the First Time on page 13.
12

Release 1.9.1
Application Authenticating Users and Synchronizing Data for the First Time
Authenticating Users and Synchronizing

Data for the First Time
This topic describes how users are authenticated and data is synchronized for the first time between
the Oracle CRM On Demand Disconnected Mobile Sales application and Oracle CRM On Demand. It
includes the following information:
Signing In and Synchronizing Data for the First Time on page 13
What Happens After Synchronization Starts? on page 16
About Detecting Network Connectivity and Automated Synchronization on page 16
Incremental Synchronization on page 17
Manually Synchronizing Data on page 17
About Data Visibility on page 17
Signing In and Synchronizing Data for the First Time

Before signing in and synchronizing data for the first time, you must register your user device with
Oracle CRM On Demand. Your company administrator provides an activation user ID to activate your
account to connect to an instance of Oracle CRM On Demand. You must use this user ID when signing
in to Oracle CRM On Demand Disconnected Mobile Sales and synchronizing data for the first time.
When you start the Oracle CRM On Demand Disconnected Mobile Sales application on your user
device for the first time, you are prompted for the following:
An activation user ID to activate your connection to an instance of Oracle CRM On Demand.

You company administrator returns this user ID to you when you register your user device with
Oracle CRM On Demand.
Your login credentials for Oracle CRM On Demand.

You must authenticate your login credentials before you start a full download synchronization
from Oracle CRM On Demand.
If you have problems activating your account, then you can enable activation logging and email an
activation log to your administrator. For more information, see Enabling Activation Logging on the User
Device on page 21.
Use the following procedure to sign in and synchronize data.
To sign in and synchronize data for the first time using Oracle CRM On Demand login
credentials
1
Tap the Oracle CRM On Demand Disconnected Mobile Sales application on your user device to
start the application.

Release 1.9.1
13
On the Activation screen that is displayed, enter your unique activation user ID, and then tap
Activate.
The Oracle CRM On Demand Disconnected Mobile Sales application contacts Oracle CRM On
Demand and continues the application activation process.
If the activation process is successful, then you must enter your login credentials as provided
by your company.
If the activation process is not successful, then a message similar to the following is
displayed, and you must contact your administrator in such a case:
Failed. The user is not provisioned to access Oracle CRM On Demand Disconnected
Mobile Sales. Please contact your administrator.
Demand and completes the application activation process.
When prompted, enter your Oracle CRM On Demand credentials, for example, as follows:
Username: COMPANY1/SPORTER
Password: password
Tap Login.
When you tap Login, the Oracle CRM On Demand Disconnected Mobile Sales Server authenticates
you with Oracle CRM On Demand. After successful authentication, the following happens:
The Oracle CRM On Demand Disconnected Mobile Sales application downloads the
Configuration Application Definition (CAD) metadata configuration information from the
Oracle CRM On Demand Disconnected Mobile Sales Server.
The Oracle CRM On Demand Disconnected Mobile Sales application opens without any data.
An initial, full download synchronization starts on the Oracle CRM On Demand Disconnected
Mobile Sales Server to extract data from Oracle CRM On Demand and send it to the user
device.
Synchronization starts either automatically provided that the Oracle CRM On Demand
Disconnected Mobile Sales Server is configured accordingly (that is, the system key
perform.initload.process is set), or when the administrator triggers the initial load process
after seeing that the user has registered. For more information, see What Happens After
Synchronization Starts? on page 16.
NOTE: You have three chances to enter the correct Oracle CRM On Demand or Single Sign
On (SSO) login credentials after which your account is locked and you must wait
approximately 15 minutes before trying to sign in again. If you still cannot sign in to your
Oracle CRM On Demand account, then contact your administrator to reset your password.
To sign in and synchronize data for the first time using SSO login credentials
1
14

Release 1.9.1
On the Activation screen that is displayed, enter your unique activation user ID, and then tap
Activate.
If the activation process is successful, then you must enter your SSO login credentials as
provided by your company. The Create Local Password screen opens.
NOTE: Creating a local password allows you to access your current session in the event that
SSO authentication is unavailable for your user device.
If the activation process is not successful, then a message similar to the following is
displayed, and you must contact your administrator in such a case:
Failed. The user is not provisioned to access Oracle CRM On Demand Disconnected
Mobile Sales. Please contact your administrator.
In the Create Local Password screen, do the following:
Enter a new password between 8 and 50 characters in the New Password field.
Enter the new password again in the Confirm Password field.
Tap Submit.
When prompted, enter your SSO login credentials, for example, as follows:
Username: COMPANY1/SPORTER
Password: password
Tap Login.
When you tap Login, the Oracle CRM On Demand Disconnected Mobile Sales Server authenticates
you with Oracle CRM On Demand. After successful authentication, the following happens:
The Oracle CRM On Demand Disconnected Mobile Sales application downloads the
Configuration Application Definition (CAD) metadata configuration information from the
Oracle CRM On Demand Disconnected Mobile Sales Server.
The Oracle CRM On Demand Disconnected Mobile Sales application opens without any data.
An initial, full download synchronization starts on the Oracle CRM On Demand Disconnected
Mobile Sales Server to extract data from Oracle CRM On Demand and send it to the user
device.
Synchronization starts either automatically provided that the Oracle CRM On Demand
Disconnected Mobile Sales Server is configured accordingly (that is, the system key
perform.initload.process is set), or when the administrator triggers the initial load process
after seeing that the user has registered. For more information, see What Happens After
Synchronization Starts? on page 16.

Release 1.9.1
15
You have three chances to enter the correct Oracle CRM On Demand or SSO login credentials after
which your account is locked and you must wait approximately 15 minutes before trying to sign in
again. If you still cannot sign in to your Oracle CRM On Demand account, then contact your
administrator to reset your password.
What Happens After Synchronization Starts?

Synchronization starts after you have provided your login credentials for Oracle CRM On Demand and
have been successfully authenticated as described in Signing In and Synchronizing Data for the First
Time on page 13. Synchronization starts either automatically provided that the Oracle CRM On
Demand Disconnected Mobile Sales Server is configured accordingly, or when the administrator
triggers the initial load process after seeing that the user has registered. After you sign in, you can
manually start synchronization with Oracle CRM On Demand as described in Manually Synchronizing
Data on page 17. In both cases, synchronization is started from Oracle CRM On Demand
Disconnected Mobile Sales and the following happens:
A thumbwheel displays next to the antenna icon to indicate that synchronization is in process.
The Sync Log feature records the time and date when synchronization is complete.
If conflicts or errors occur during synchronization, then the Sync Log feature records the time
and date of the synchronization failure and logs information about the error.
About Detecting Network Connectivity and Automated

Synchronization
The Oracle CRM On Demand Disconnected Mobile Sales application automatically detects when there
is network connectivity and determines when it can connect to the Oracle CRM On Demand
Disconnected Mobile Sales Server. The Connectivity icon, on the vertical application banner, changes
to a broken horizontal red bar to indicate a disconnected state. When network connectivity is
established, the Connectivity icon changes to a series of four vertical green bars of increasing height.
When network connectivity is available, Oracle CRM On Demand Disconnected Mobile Sales
automatically synchronizes data with the Oracle CRM On Demand Disconnected Mobile Sales Server
according to a predefined synchronization interval. The synchronization interval is set to 10 minutes
by default in the Admin application. If Oracle CRM On Demand Disconnected Mobile Sales is not
connected to the server at a synchronization interval, then synchronization occurs when network
connectivity is reestablished.
Related Topic
Using the Oracle CRM On Demand Disconnected Mobile Sales Application in Offline Mode on page 17
16

Release 1.9.1
Application Using the Oracle CRM On Demand Disconnected Mobile Sales Application in
Incremental Synchronization
The Oracle CRM On Demand Disconnected Mobile Sales application performs incremental data
synchronizations with Oracle CRM On Demand through the Oracle CRM On Demand Disconnected
Mobile Sales Server after the initial, full download. Incremental synchronizations involve small and
frequent synchronizations with the server, which capture only the information that has changed since
the last synchronization. The synchronization is done automatically as part of the synchronization
process after the initial, full download synchronization has been performed.
Manually Synchronizing Data

You can manually synchronize data with Oracle CRM On Demand from Oracle CRM On Demand
Disconnected Mobile Sales. When you have been successfully authenticated and signed in to Oracle
CRM On Demand, you can use the Refresh icon on the vertical application banner of Oracle CRM On
Demand Disconnected Mobile Sales to manually synchronize data as described in the following
procedure.
To manually synchronize data

1
start the Oracle CRM On Demand Disconnected Mobile Sales application.
Tap the Refresh icon, which is two clockwise arrows in a circle, on the vertical application banner.
A thumbwheel is displayed next to the antenna icon to indicate that synchronization is in process.
You must be successfully authenticated and signed in to Oracle CRM On Demand to manually
synchronize data.
About Data Visibility

The data you have visibility to in Oracle CRM On Demand Disconnected Mobile Sales is the same data
you have visibility to in Oracle CRM On Demand.
Using the Oracle CRM On Demand

Disconnected Mobile Sales Application in
Offline Mode
You can use the Oracle CRM On Demand Disconnected Mobile Sales application when in offline mode
if your user device has a wireless network connection. For example, you can do all of the following
in offline mode:
Plan and prepare for customer calls
Plan and prepare account calls
Create attendee, product details, promotional items dropped, and sample dropped records

Release 1.9.1
17
Application Using the Oracle CRM On Demand Disconnected Mobile Sales Application in
Record signatures for calls
Preview presentation content
However, you cannot submit any calls for processing when in offline mode.
Switching to Offline Mode

The Connectivity icon on the vertical application banner shows the connectivity state for the Oracle
CRM On Demand Disconnected Mobile Sales application. That is, whether the Oracle CRM On Demand
Disconnected Mobile Sales application can connect to and synchronize data with the Oracle CRM On
Demand Disconnected Mobile Sales Server. If the Oracle CRM On Demand Disconnected Mobile Sales
application cannot connect to and synchronize data with the Oracle CRM On Demand Disconnected
Mobile Sales Server, then the application is said to be in offline mode. Use the following procedure
to switch to offline mode.
To switch to offline mode

1
Tap the Connectivity icon on the application banner.
Tap Yes when prompted to switch to offline usage.

The Connectivity icon changes to a broken horizontal red bar to indicate a disconnected state and
that the application is now in offline mode. When in offline mode, the Oracle CRM On Demand
Disconnected Mobile Sales application keeps track of any new records that you create, signatures
that you record, sample drops that you prepare, and so on by showing a running total of the
queued update records next to the Connectivity icon on the application banner. These updates
are uploaded to the Oracle CRM On Demand Disconnected Mobile Sales Server after you switch
back to online usage.
Switching Back to Online Usage

Use the following procedure to switch back to online usage.
To switch back to online usage
18
Tap the Connectivity icon on the application banner.

Release 1.9.1
Application Handling Notification Requests from the Oracle CRM On Demand Disconnected
Handling Notification Requests from the

Oracle CRM On Demand Disconnected
Mobile Sales Server
When administrators initiate a clear and load procedure, users are notified and given the option to
proceed with the process straight away or to postpone it until a later time as defined by the
clearAndLoad.Snooze.interval system key parameter on the Oracle CRM On Demand Disconnected
Mobile Sales Server. The purpose of the clear and load procedure is to clear all device data and then
straight away load the latest Configuration Application Definition (CAD) information on to the user
device. Use the following procedure to handle notification requests from the Oracle CRM On Demand
Disconnected Mobile Sales Server.
To handle notification requests from the Oracle CRM On Demand Disconnected

Mobile Sales Server
1
When the administrator initiates a clear and load procedure, a message prompt similar to the
following displays on the user device:
A request has been received to reload your device. Do you want to clear your device
and reload?
Yes / Snooze
Do one of the following:
Tap Yes to clear the device data and then reload the latest CAD information straight away.
Tap Snooze to postpone the procedure.

The duration of the snooze interval is 60 minutes by default, after which the clear and load
procedure automatically starts.
Checking the Version of the Oracle CRM

On Demand Disconnected Mobile Sales
Application
Use the following procedure to check what version of the Oracle CRM On Demand Disconnected
Mobile Sales application is installed on the user device.
To check the version of the Oracle CRM On Demand Disconnected Mobile Sales
application
Tap Settings, and then tap Sales on the user device.

Release 1.9.1
19
Application Resetting the Oracle CRM On Demand Disconnected Mobile Sales Application
Resetting the Oracle CRM On Demand

Use the following procedure to reset the Oracle CRM On Demand Disconnected Mobile Sales
application without closing it first.
To reset the Oracle CRM On Demand Disconnected Mobile Sales application without
closing it first
1
Tap Settings, then Sales on your user device, and set the following option to ON:
Reset the application on next launch
Tap Yes when prompted with the following message:

Exiting, please restart the application.
Enter your unique activation user ID, and then tap Activate.
When prompted, enter your Oracle CRM On Demand or SSO login credentials, and then tap Login.
For more information on activating your device with Oracle CRM On Demand and SSO login
credentials, see Signing In and Synchronizing Data for the First Time on page 13.
Resetting the Oracle CRM On Demand Disconnected Mobile Sales

Application
The following procedure shows how to reset the Oracle CRM On Demand Disconnected Mobile Sales
after closing it first.
To reset the Oracle CRM On Demand Disconnected Mobile Sales application after
closing it first
1
Close the Oracle CRM On Demand Disconnected Mobile Sales application.

For more information, see Closing the Oracle CRM On Demand Disconnected Mobile Sales Client
Application on page 22.
Tap Settings, then Sales on your user device, and set the following option to ON:
Reset the application on next launch
Enter your unique activation user ID and then tap Activate.
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Release 1.9.1
Application Copying and Emailing User Device Information
When prompted, enter the login credentials for Oracle CRM On Demand, and then tap Login.
For more information on activating your device with Oracle CRM On Demand and SSO login
credentials, see Signing In and Synchronizing Data for the First Time on page 13.
Copying and Emailing User Device

Information
You can copy all the information about your user device and email this information to your
administrator when troubleshooting issues in the Oracle CRM On Demand Disconnected Mobile Sales
application.
To copy and email user device information

1
Tap the App Logo (for example, Oracle) on the application banner.
Tap Advanced Options, and then tap App. Info.

This displays all the information about your user device.
Tap Copy All to copy the user device information to the clipboard.
NOTE: If logging is enabled on you user device, then the information about your user device is
also included in your log files.
Compose a new message in your email client, and paste the information into the message body.
Send the email to your administrator.
Enabling Activation Logging on the User

Device
There is a separate log specifically for the activation process. You can email the log to an
administrator to help troubleshoot activation issues. The following procedure describes how to enable
logging.
To enable logging on the user device

1
Tap Settings and then tap the Sales icon.
Slide Enable Logging to On.
Emailing an Activation Log

The following procedure describes how to email an activation log.

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21
Application Closing the Oracle CRM On Demand Disconnected Mobile Sales Client
To email an activation log

1
Sign in and activate as usual.

For more information on activating, see Authenticating Users and Synchronizing Data for the First
Time on page 13.
If activation is successful, then do not email the log file. The application opens.
If activation is not successful, then the Activation page displays.
Tap Mail Logs.

The devices native mail client opens with the log attached to an email.
Address the email to an administrator and tap Send.
Closing the Oracle CRM On Demand

Disconnected Mobile Sales Client
Application
On occasion, it might be necessary to force the Oracle CRM On Demand Disconnected Mobile Sales
application to close on your user device because, for example, the application is not responding. Use
the following procedure to force the Oracle CRM On Demand Disconnected Mobile Sales application
to close. This procedure assumes that you are using an Apple iPad user device, but the procedure is
similar for all types of user devices.
To force the Oracle CRM On Demand Disconnected Mobile Sales client application to
close
1
Double-tap the Home button quickly.

The Home button is the circular button on the side, top, or bottom of your user device according
to user device orientation.
You will see previews of the applications that are currently open on your user device.
Swipe left to locate the Oracle CRM On Demand Disconnected Mobile Sales application.
Swipe up on the preview of Oracle CRM On Demand Disconnected Mobile Sales to close the
application.
Setting the Language for the User Device

Complete the following procedure to configure the language that is used on the user device.
To set the language for the user device

1
Tap Settings, General, International, and then tap Language on the user device
Tap the language that you want, and then tap Done.
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Release 1.9.1
Navigating the Oracle CRM On

Demand Disconnected Mobile
Sales Application
This chapter describes how to navigate and use the Oracle CRM On Demand Disconnected Mobile
Sales application. It contains the following topics:
Displaying Lists on page 23
Filtering Data Displayed in Lists on page 25
Reviewing the Sync Log List on page 26
Searching for Records on page 28
Deleting Records on page 29
Setting Options for the User Device on page 30
Starting an External Application on page 34
About Customizing Oracle CRM On Demand Disconnected Mobile Sales on page 34
Displaying Lists
The home page of the Oracle CRM On Demand Disconnected Mobile Sales application is the starting
point for using the Oracle CRM On Demand Disconnected Mobile Sales application. The home page
is divided into the following sections:
Vertical application banner. The vertical application banner appears along the left side of the
Oracle CRM On Demand Disconnected Mobile Sales application. The vertical application banner
is displayed for all views and it can include, depending on your administrators configuration of
your user device, the following buttons:
App Logo, Appointments, Accounts, Contacts, Messaging Plan, Events, Call Objective Plans,
Refresh, Sync Log, Tasks, Maps, and Connectivity.
The vertical application banner can include additional custom buttons as created by your
administrators. The functions of custom buttons are created and controlled solely by your
administrators and are beyond the scope of this guide.
List area. The list area is on the left side of the page. It lists customer appointments, accounts,
contacts, presentations or messaging plans, and synchronization log messages.
Work area. The work area is on the right side of the page. It displays context information for a
selected call, account, contact, presentation or messaging plan, and synchronization log
message.
You can view a list of appointments, accounts, contacts, presentations, or messaging plans, and log
message records for your territory by using the vertical application banner and list area in the Oracle
CRM On Demand Disconnected Mobile Sales application. Use the following procedure to display a list
and use the list area in the Oracle CRM On Demand Disconnected Mobile Sales application.

Release 1.9.1
23
Navigating the Oracle CRM On Demand Disconnected Mobile Sales Application

Displaying Lists
To display a list and use the list area

1
24
On the application banner, which appears along the left side of the Oracle CRM On Demand
Disconnected Mobile Sales application, tap one of the buttons shown in the following table.
Button
Description
App logo (for example,

the Oracle icon)
Displays the Options menu for the Oracle CRM On Demand

Disconnected Mobile Sales application. For more information about
the Options menu, see Setting Options for the User Device on page 30.
Appointments
Displays the Appointments list and Call Details, which is the default
home page view. For more information, see Displaying Call Details
on page 59.
Accounts
Displays the Accounts list and the account details. Each account can
be associated with multiple Contacts, Appointments, and Addresses.
For more information, see Displaying Account Details on page 52.
Contacts
Displays the Contacts list and the contact details. Each contact can be
linked to a single Account and associated with multiple Appointments,
Addresses, Contact Best Times, and Contact State Licenses. For more
information, see Displaying Contact Details on page 41.
Maps
Displays your current location and the location of nearby contacts and
accounts. Directions to each account or contact are also available. For
more information, see Displaying Map Details on page 41.
Tasks
Displays your tasks and information pertaining to your task, such as

Account Id, End Time, Due Date and Activity Currency. Tasks are
typically created in Oracle CRM On Demand, but you can add your
own in Oracle CRM On Demand Disconnected Mobile Sales. Tasks
created in Oracle CRM On Demand Disconnected Mobile Sales do not
have all the fields available in Oracle CRM On Demand.
Messaging Plan
Displays the Messaging Plan list and the interactive details. For more
information, see Delivering Personalized Content Delivery
Presentations on page 87.
Refresh (icon)
Use to manually synchronize data with Oracle CRM On Demand as

described in Manually Synchronizing Data on page 17. There is no
synchronization view.
Sync Log
Displays the Sync Log list and can be used to set user device options.
For more information, see Reviewing the Sync Log List on page 26.
Connectivity (icon)
Shows the connectivity state. A series of four vertical bars of

increasing height indicates that connectivity is established. A broken
horizontal bar indicates that connectivity is in a disconnected state.
For more information about connectivity, see the following topics:
About Detecting Network Connectivity and Automated

Synchronization on page 16
Switching to Offline Mode on page 18

Release 1.9.1

If required, filter the data displayed in the list area.

For more information, see Filtering Data Displayed in Lists on page 25.
If required, search for records using the list area.

For more information, see Searching for Records on page 28.
If required, tap the plus (+) icon in the list area to add a new contact, account, or call record to
the list as shown in the following topics:
Adding New or Updating Existing Contacts on page 43
Adding New or Updating Existing Accounts on page 54
Adding New or Updating Existing Calls on page 62

You can filter the information displayed in the list area by using the alphabet bar. If your
administrator has configured additional filters for your user device, you can use these filters to refine
the results from your accounts or contact list, for example. The alphabet bar is available for accounts,
contacts, and messaging plans but not for Appointments or Sync Log lists. Use the following
procedure to filter the list data for accounts, contacts, and presentations or messaging plans.
To filter the data displayed in account, contact, and detailer lists

1
Tap Accounts, Contacts, or Messaging Plan to display the corresponding list.
Tap a letter from the alphabet bar to move down the list to the records beginning with that letter
For example, if you tap R in the alphabet bar, then the list moves to the records beginning with
the letter R.
For appointments, you can use the Calendar to display the appointments list for a selected date and
then the Todays Calls menu to filter the call list for that date. Use the following procedure to filter
data displayed in the appointments list.
To filter appointment data displayed in the list

1
Tap Appointments on the application banner.

The Appointments list for todays date is displayed by default.
Filter the data displayed in the Appointment list as follows:
Navigate to the date that you want by doing one of the following:
Use the right and left arrows in the Appointments header to navigate to a future or
previous date.
Tap the Appointments header, and then tap the date that you want from the Calendar
that opens.
Tap Todays Calls, and then tap one of the following to filter the appointments list:

Release 1.9.1
25

All. Displays the complete list of calls for today.
In Progress. Displays only calls that have a status of In Progress for today.
Planned. Displays only calls that have a status of Planned for today.

The Sync Log list contains a list of synchronization log messages or alerts that you can review. The
Oracle CRM On Demand Disconnected Mobile Sales Server generates these alert messages according
to the transactions that it has been requested to perform, such as, create or update a record. Each
log message or alert starts with Success or Failed to show whether the request was successful or
not. Use the following procedure to review the list of synchronization log messages or alerts, using
the Sync Log list.
To review the Sync Log list

1
Tap Sync Log on the application banner to display the Sync Log list.
When the Sync Log opens, by default the menu displays the list of any records that failed to
synchronize. If no records failed to synchronize, then the menu displays all records.
(Optional) If content is downloading, then you can tap Cancel to cancel and delete attachments
which are the downloading from the device.
Tap a log message or alert in the Sync Log list.

All message details for the selected message are displayed in the work area. The message details
include the following:
Received. Indicates the date and time that the log message was received.
Description. Describes the type of transaction. For example: New Call, New Address,
Updated Contact, New Sample Dropped and so on.
Details. Includes summary information, such as, the title fields for the record.
Status. Indicates either Success or Fail.
Tap Open to open up the account or contact record linked to the log message.
Tap Edit to edit the account or contact record as required.
Clearing the Sync Log List

Use the following procedure to remove all records from the Sync Log list.
To clear the Sync Log list

1
Tap Sync Log on the application banner to display the Sync Log list.
Tap Clear All, and then tap Clear All again to clear all records from the Sync Log list.
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Release 1.9.1

How Conflicts Are Handled

Your administrator is responsible for determining how conflicts are handled in Oracle CRM On
Demand Disconnected Mobile Sales. Depending on how the Conflict Avoidance field is configured in
the Oracle CRM On Demand Disconnected Mobile Sales server, conflicts are handled either of the
following ways:
If the Conflict Avoidance field is set to Device Wins, then any record sent from the user device
takes precedence over the same record that already exists in the Oracle CRM On Demand server.
The following actions occur on the Oracle CRM On Demand server:
It identifies that the record sent from the user device exists already on the Oracle CRM On
Demand server.
It updates the record on the Oracle CRM On Demand server with the record from the user
device.
If the Conflict Avoidance field is set to Server Wins, then any record that pre-exists on the Oracle
CRM On Demand server takes precedence over the corresponding updated record sent from the
user device. The following actions occur on the Oracle CRM On Demand server:
It identifies that the record sent from the user device exists already on the Oracle CRM On
Demand server.
The updated record from the user device is considered a conflict, and the record that already
exists in the Oracle CRM On Demand server takes precedence over the updated record on the
user device.
NOTE: If you try to synchronize a deleted or an inaccessible record, then the synchronization fails
and the records are listed under the Failed menu in the Sync Log, where you can edit or delete them.
Fixing Records after a Failed Synchronization

If a record fails to synchronize (marked by a red badge on the Sync Log icon in the vertical application
bar), you can fix the record and resynchronize. The following procedure describes how to fix a record.
To fix a record
1
Tap the Sync Log icon in the vertical application banner.
Select the failed record from the list area.

The work area displays a summary of record and the complete error message.
Examine the error message to determine which field has an improper value.
Click Fix Record.
Change the field to an acceptable value and click Done.

Oracle CRM On Demand Disconnected Mobile Sales resynchronizes the record.

Release 1.9.1
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You can search for records stored locally on your user device and in Oracle CRM On Demand. If
required, you can download records from Oracle CRM On Demand that are not on your user device.
The search feature is available for the Accounts, Contacts, and Messaging Plans but not for
Appointments or Sync Log lists. You can also perform searches throughout the Oracle CRM On
Demand Disconnected Mobile Sales application. For example, if you open a contact record and edit
an appointment for that contact, a search window is displayed to the right of the work area.
Searching for Records in the List Area

The following procedure shows you how to search for records on your user device using the list area
in the Oracle CRM On Demand Disconnected Mobile Sales application.
To search for records on your user device

1
Tap Accounts, Contacts, or Messaging Plan on the application banner to display the list.
Tap the Search/Lookup field, then enter a search string.
Tap the three horizontal blue bar icon, then tap the magnifying glass icon, enter a search
string, then tap Search.
All records containing the search string are displayed automatically in the list area.
(Optional) To sort the order of the search results, tap the three horizontal blue bar icon, and then
tap the sort icon.
You can sort the search results by tapping Ascending or Descending, and you can drag and drop
the sort fields to determine how the search results are displayed.
If you cannot locate the required record on your user device, then use the following procedure to
find the required record on the Oracle CRM On Demand server.
To search for records on the Oracle CRM On Demand server

1
Tap Accounts, Contacts, or Messaging Plan on the application banner to display the list.
Tap the Search/Lookup field, then enter a search string for your required record.
When the record is unavailable on your user device, the Oracle CRM On Demand Disconnected
Mobile Sales application displays the following message:
No Results Click Here to Look Up on Server
Do one of the following to search Oracle CRM On Demand for the record:
Tap Look Up (if displayed).
Tap the following message:

No Results Click Here to Look Up on Server
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Release 1.9.1

Deleting Records
Tap the three horizontal blue bar icon, and then tap the binoculars icon.
If required, refine the search criteria by specifying one of the following:
Billing Address or Billing City when searching for an account
First Name or Contact City when searching for a contact
Name when searching for a messaging plan
Tap Look Up, and then tap Found: N Matches.

The records containing the search criteria are displayed in the work area.
To download records to your user device, do one of the following:
Tap the records that you want to download, then tap Download.
Tap Download All to download all records.
Searching for Records in the Work Area

The following procedure shows how to search for records in the work area of the Oracle CRM On
Demand Disconnected Mobile Sales application.
To search for records in the work area
Tap the Search bar, then enter a search letter or search string.
All records starting with the search letter or string are returned in the search window.
The Oracle CRM On Demand Disconnected Mobile Sales application can only return a maximum
of 200 search results. In such a case, you must enter the search string again, and then tap
Search on the keypad of your device. Tapping Search on the keypad of your device performs a
search on the Oracle CRM On Demand Disconnected Mobile Sales application database instead
of your user device memory, allowing more search results to be displayed.
Deleting Records
The following procedure shows how to delete records in the Oracle CRM On Demand Disconnected
Mobile Sales application.
NOTE: You can delete records in the Oracle CRM On Demand Disconnected Mobile Sales application
only if it has been enabled by your administrator.
To delete records in Oracle CRM On Demand Disconnected Mobile Sales

1
Tap an option on the application banner to display the corresponding list.
To delete a record in the list area:
Swipe over the record that you want to delete, and then tap Delete.
When prompted for confirmation to delete or remove the record, do one of the following:

Release 1.9.1
29

Tap Delete from CRM to delete the record from Oracle CRM On Demand and the user
device.
Tap Remove to remove the record from the user device
To delete a record in the work area:
Tap a record in the list area, and then tap a Related Lists item in the work area.
Swipe over the record that you want to delete in the work area and then tap Delete.
Or if there is only one record listed in the work area, then tap Delete.
Tap Delete from CRM to delete the record from Oracle CRM On Demand and the user
device.
Tap Remove to remove the record from the user device.

You can use the Options menu in the Oracle CRM On Demand Disconnected Mobile Sales application
to set up various options for your user device. Use the following procedure to set the options.
To set options for a user device

1
Tap the App Logo (for example, Oracle) on the application banner to display Options in the list
area.
Configure the following user device options, as required, in the work area:
Tap Copy Contacts to Address Book to copy contacts downloaded from Oracle CRM On
Demand to the address book on your user device.
For more information, see Copying Contacts to the Address Book on a User Device on
page 31.
Tap Copy to Calendar to copy all Oracle CRM On Demand Disconnected Mobile Sales
appointments to the native calendar on your user device.
For more information, see Copying Oracle CRM On Demand Disconnected Mobile Sales
Appointments to the Native Calendar on page 32.
Tap Look Up to look for a record in a module.

Oracle CRM On Demand record types are mapped to modules in the Oracle CRM On Demand
Disconnected Mobile Sales application. For more information, see Looking Up Records in a
Module on page 33.
Tap Sort Field to see the sort field configured for each module.
Edit the sort field as required.
30
Tap Show Record Count to display the number of data records that are held on the user
device, sorted by record type.

Release 1.9.1

Tap App Info to display the application version, build number, CAD version, language, and
activation domain.
Tap Login to log in as a different user.
The Advanced Options should be used under the direction of your administrator. The advanced
options include:
App. Info. Displays detailed information about the application and user account.
Logging. Enables logging for the activation step. For more information, see Enabling Activation
Logging on the User Device on page 21.
Show Database. Provides the ability to query the database directly.
Show Queue. Displays the results of a query to the request queue. If requested, you might need
to copy this queue information and email it to your administrator.
Copying Contacts to the Address Book on a User Device

Contacts downloaded from Oracle CRM On Demand appear in the address book of your user device
provided that the following conditions are true:
The Copy Contacts to Address Book option is selected in your Oracle CRM On Demand
Your administrator has enabled and configured the Copy Contacts to Address Book setting in the
Oracle CRM On Demand Disconnected Mobile Sales server.
You must allow the Oracle CRM On Demand Disconnected Mobile Sales application access to the
Contacts application on your device.
Use the following procedure to copy contacts downloaded from Oracle CRM On Demand to the
address book on your user device.
To copy contacts to the address book on your user device

1
Verify that your administrator has configured the Copy Contacts to Address Book global setting.
Administrators can specify to copy none, copy all, or to copy only user owned contacts to the
address book. For more information about copying contacts, see 1491682.1 (Article ID) Oracle
CRM On Demand Disconnected Mobile Sales Administration Guide on My Oracle Support.
Start the Oracle CRM On Demand Disconnected Mobile Sales application on your user device.
Tap the App Logo (Oracle) on the application banner to display Options in the list area.
Tap Copy Contacts to Address Book in the work area.

Contacts downloaded from Oracle CRM On Demand are copied to the address book on your user
device.

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Copying Oracle CRM On Demand Disconnected Mobile

Sales Appointments to the Native Calendar
Appointments in the Appointment list appear on the native calendar of your user device provided
that the following conditions are true:
The Copy to Calendar option is selected in your Oracle CRM On Demand Disconnected Mobile
Sales application.
Your administrator has enabled and configured the Copy to Calendar setting in the Oracle CRM
On Demand Disconnected Mobile Sales server.
You must allow the Oracle CRM On Demand Disconnected Mobile Sales application access to the
Calendar and Reminders applications on your device.
If using iOS 6 or later, then the privacy setting for Oracle CRM On Demand Disconnected Mobile
Sales on your iPad device is set to On.
Use the following procedure to copy Oracle CRM On Demand Disconnected Mobile Sales
appointments to the native calendar on your user device.
NOTE: Copying activities to the calendar on your iPad is currently supported in iOS 5 or later.
To copy appointments to the native calendar on your user device

1
Verify that your administrator has configured the Copy to Calendar global setting.
Administrators can specify to copy none, copy all, or to copy only user owned appointments to
the calendar. For more information about copying appointments, see 1491682.1 (Article ID)
Oracle CRM On Demand Disconnected Mobile Sales Administration Guide on My Oracle Support.
Tap Copy to Calendar in the work area.

Appointments from the Appointments list are copied to the native calendar on your user device.
If using iOS 6 or later, then set the privacy setting for Oracle CRM On Demand Disconnected
Mobile Sales to On as follows:
Tap Settings on your iPad device, Privacy, and then tap Calendars.
Tap the Sales option (representing Oracle CRM On Demand Disconnected Mobile Sales) to
change the privacy setting from Off to On.
All new appointments created, from this point onwards, are copied to the calendar on your
user device. However, any existing Oracle CRM On Demand Disconnected Mobile Sales
appointments are not copied to the calendar.
NOTE: To prevent appointments from appearing on the calendar of your user device, tap the
Sales option again to change the privacy setting from On to Off.
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Release 1.9.1

Looking Up Records in a Module

Use the following procedure to search Oracle CRM On Demand for records in a module.
To look up records in a module

1
Tap Look Up, then Account, Contact, or Detailer to search Oracle CRM On Demand for records in
that module.
Refine the search criteria by specifying the following:
Account Name, Billing Address, or Billing City when searching for an account
First Name, Last Name, or Contact City when searching for a contact
Name or Type when searching for a messaging plan
Tap Look Up, and then select Account, Contact, or Detailer on the application banner.
Tap Found: N Matches.

To download records that you do not have on your user device, do one of the following:
Tap the records that you want to download, then Download.
Clearing and Reloading Data

You can clear and reload data on your user device provided that your administrator has set the
allow.initload.from.device system key to Yes in the Oracle CRM On Demand Disconnected Mobile
Sales Server. An initial data load fetches all data from Oracle CRM On Demand and loads the data on
to the user device. The following procedure shows you how to clear and reload data load on your
user device.
To clear and reload data on your user device

1
Verify that your administrator has set the allow.initload.from.device system key to Yes.
For more information about setting system keys, see 1491682.1 (Article ID) Oracle CRM On
Demand Disconnected Mobile Sales Administration Guide on My Oracle Support.
Tap the Clear and Reload Data button, and then tap Yes when prompted for confirmation to clear
and reload data.
If you do not see the Clear and Reload Data button, then the allow.initload.from.device
system key is set to No.

Release 1.9.1
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If an external application is configured for Oracle CRM On Demand Disconnected Mobile Sales, then
you can start it from the Oracle CRM On Demand Disconnected Mobile Sales application. The button
to start external applications appears on the Oracle CRM On Demand Disconnected Mobile Sales
application banner, and it becomes active on the application banner only when an external
application has been configured to start from the application. To start an external application, use
the following procedure.
To start an external application

1
Tap the External Application button on the application banner.
Tap the external application that you want to start.
About Customizing Oracle CRM On

Demand Disconnected Mobile Sales
Oracle CRM On Demand Disconnected Mobile Sales can be customized by your administrator to
perform functions not originally provided in the standard product, and to rename some elements of
the user interface. Your administrator can best describe what customizations, if any, have been
applied to your instance of Oracle CRM On Demand Disconnected Mobile Sales. In general, you might
be able to identify the following general categories of customizations:
Renamed Elements. Field names, button names, and other elements might be renamed to
better align with your businesss traditional names. For example, Contacts can be renamed as
Customers, and so on.
Buttons on the vertical application banner. The vertical application banner can include
additional custom buttons that your administrators created.
Buttons on an information page. Buttons that are not described in this guide might appear
on pages such as detail pages.
The functions of custom buttons are created and controlled solely by your administrators and are
beyond the scope of this guide.
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Release 1.9.1
Planning Customer Calls
This chapter describes how to plan customer calls, using the Oracle CRM On Demand Disconnected
Mobile Sales application. It includes the following topics:
Checking the Appointments for Today on page 35
Planning Contact Calls on page 37
Preparing for a Contact Call on page 40
Planning Account Calls on page 49
Preparing for an Account Call on page 52
NOTE: When you tap an editable field in the Oracle CRM On Demand Disconnected Mobile Sales
application, then picklists, text boxes, and date selectors appear automatically depending on the field
type.
Checking the Appointments for Today

You can check the calls for today using the Appointments list, which is also the default view when
you start the Oracle CRM On Demand Disconnected Mobile Sales application. The Appointments list
shows all calls for a selected date and it includes information about when you are available and
unavailable for meetings, as follows:
Available. Indicates that you are free and available for meetings. A green triangular icon
appears beside Available.
Not Available. Indicates a busy time where you are unavailable for meetings. A red triangular
icon appears beside Not Available.
If conditional icons are set up, then the conditional icon appears next to the appropriate call in the
Appointments list indicating at a glance the call status. For example, if conditional icons are set up
for the Status field values shown in Table 2, then a Red Triangle appears next to calls where the status
is Open, a Blue Square appears next to calls where the status is Signed, and a Green Circle appears
next to calls where the status is Submitted.

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Planning Customer Calls Checking the Appointments for Today
If conditional icons are not set up, then the default icon configured for the module displays next to
the call in the Appointments list. Administrators are responsible for setting up conditional icons using
the Oracle CRM On Demand Disconnected Mobile Sales Admin application. For more information
about setting up conditional icons, see 1491682.1 (Article ID) Oracle CRM On Demand Disconnected
Mobile Sales Administration Guide on My Oracle Support.
Table 2.
Example Conditional Icons for Status Field Values
Status Field Value
Conditional Icon Configured by Administrator
Open
Red Triangle
Signed
Blue Square
Submitted
Green Circle
Use the following procedure to check appointments for today.
To check the appointments for today

1

The Appointments list for todays date is displayed.
Filter the data displayed in the Appointments list as follows:
Navigate to the date that you want by doing one of the following:
Use the right and left arrows in the Appointments header to navigate to a future or
previous date.
Tap the Appointments header, and then tap the date that you want from the calendar that
opens.
NOTE: Your administrator might have configured your Oracle CRM On Demand Disconnected
Mobile Sales application to display all your planned activities in this calendar.
Tap the Todays Calls menu, and then tap one of the following to filter the list:
All. Displays the complete list of calls for today.
Planned. Displays only calls that have a status of Planned for today.
Signed. Displays all calls where the signature has been captured.
Submitted. Displays all calls that have been submitted for processing.
Tap a call in the Appointments list.

The details for the selected call are displayed in the work area.
Tap the presentation icon to display the messaging plans for that call.
(Optional) Tap the filter icon to filter the presentations according to type.
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Release 1.9.1
Planning Customer Calls Planning Contact Calls
Tap TODAYS TRAVEL at the bottom of the Appointments list to display the location details for the
selected call.
A mini Google map opens at the bottom of the Appointments list pin pointing to the geographical
location of the selected call and pin pointing to your current location.
To view the map in full screen mode, click Expand.
To close the map, click Close.
To zoom in, click the plus icon (+).
To zoom out, click the minus icon (-).
To create a new call, tap the plus (+) icon next to Todays Calls, then enter the details for the
new call on the New Appointment page that opens.
Related Topics
Displaying Call Details on page 59
Planning Contact Calls

This topic describes how to plan for a contact call. It includes the following information:
Using the List to Select a Contact on page 37
Creating a Search Query to Find Contacts on page 38
Creating Contact Calls on page 38
Deleting Contact Calls on page 40
Preparing for a Contact Call on page 40
Using the List to Select a Contact

You can use the list area on the left side of the Oracle CRM On Demand Disconnected Mobile Sales
application to select a contact.
To use the list to select a contact

1
Tap Contacts on the application banner to display the Contacts list.
Select a contact by doing one of the following:
Tap a contact from the Contacts list.
Tap a letter from the alphabet bar to move down the list to the records beginning with that
letter, and then tap the contact that you want.
In all cases, the details for the selected contact are displayed in the work area. For more
information about contact details, see Displaying Contact Details on page 41.

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37
Creating a Search Query to Find Contacts

You can create a search query to help you find contacts, as described in the following procedure.
To create a search query to find contacts

1
Tap the Search/Lookup bar, then enter a search string.

All contact records containing the search string are displayed automatically in the list area.
If the record that you are looking for is not in the list, then do the following:
Tap Look Up to search Oracle CRM On Demand for the record.
(Optional) Refine the search criteria by specifying the First Name or Contact City.
Tap Look Up, and then tap Found: N Matches.

Creating Contact Calls

You can create contact calls in the following ways:
Using the Appointments list as shown in Creating Contact Calls from the Appointments List on
page 38.
Using the New Appointment button for a selected contact as shown in Creating Contact Calls for
a Selected Contact on page 39.
Using the Appointments related list for a selected contact as shown in Adding or Updating Calls
for a Contact on page 43.
Creating Contact Calls from the Appointments List

The following procedure shows how to create a contact from the Appointments list.
To create a contact call from the Appointments list

1

Tap the plus (+) icon next to Todays Calls in the list area, then Professional Call.
The New Appointment page is displayed.
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Release 1.9.1
Enter the details for the new contact call as shown in the following table.
Field Name
Description
Contact
(Required) The contact associated with this call.
Account
The account associated with this call.
Address
The Address field is seeded with the contacts primary address information
when you select the Contact for the call. Tap the right arrow to select a different
address.
Call Type
The Call Type field is seeded with the value Professional Call.
Subject
(Required) The agenda for the call.
Priority
The priority of the call, which can be 3-low, 2-medium, or 1-high.
Paper Sign
Indicates whether to enable (Yes) or disable (No) paper-based signature

capture for the call. For more information, see Enabling Calls to Capture PaperBased Signatures on page 78.
For more information about all the fields on the New Appointment page, see Adding New or
Updating Existing Calls on page 62.
Save the contact call details by doing one of the following:
Tap Save to save the contact call details and return to the Appointments list.
Tap Save and New to save the contact call details and return to the New Appointment page
to create another contact call.
Creating Contact Calls for a Selected Contact

The following procedure shows how to create a contact call for a selected contact by using the New
Appointment button on the contact details page.
To create a contact call for a selected contact

1
Tap a contact in the list.

The contact details for the selected contact are displayed in the work area.
Tap New Appointment in the work area.

On the New Appointment page that opens, the following fields are seeded according to the
contact that you selected in Step 2: Contact, Account, Address, and Call Type.
Complete the details for the new contact call as required, then do one of the following:
Tap Save to save the call and return to the Contacts list.
Tap Save and New to save the call and return to the New Appointment page to create another
call.

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Planning Customer Calls Preparing for a Contact Call
Tap the right arrow icon at the top of the New Appointment page to go directly to the
Appointments list.
Deleting Contact Calls

Use the following procedure to delete contact calls.
To delete a contact call

1

The contact details for the contact are displayed in the work area.
Tap Appointments in the Related Lists section.

The list of calls associated with the contact displays in the work area.
In the work area, swipe over the call record that you want to delete, then tap Delete.
Tap Delete from CRM to delete the record from Oracle CRM On Demand and the user device.
Preparing for a Contact Call

The following procedures describe how to plan and prepare for a contact call:
Displaying Contact Details on page 41
Displaying Map Details on page 41
About Related Lists on page 42
Adding New or Updating Existing Contacts on page 43
Adding or Updating Calls for a Contact on page 43
Adding or Updating Address Information for a Contact on page 44
Adding or Updating Contact Best Times for a Contact on page 45
Adding or Updating Contact State License for a Contact on page 45
Reviewing or Changing Account Information for a Contact on page 46
Reviewing the Blocked Products List for a Contact on page 47
Reviewing Call Activity History on page 47
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Displaying Contact Details

You can display contact details by using the Contact list, as described in the following procedure.
To display contact details

1

All contact details for the selected contact are displayed in the work area. The contact details
include the information shown in the following table.
Item Name
Description
Edit button
Use the Edit button to edit the contact details. For more information, see
Adding New or Updating Existing Contacts on page 43.
Contact
Information
Contact Information includes details about the contact, such as contact

name, type, address, work phone, email, and so on. Use More Info to
display more contact information and Hide to hide the extra contact
information. For more information about contacts, see Adding New or
Updating Existing Contacts on page 43.
Detailer button
Use the Detailer button to create a Detailer call. When used, Oracle CRM
On Demand Disconnected Mobile Sales automatically triggers a Detailer
session for the selected contact. For more information, see Showing
Presentations During Calls on page 90 and Recording Responses to
Presentations During Calls on page 92.
Signature button
Use the Signature button to display the Signature page where you can
add or remove samples or promotional item line items for the call, and
capture the signature for samples or promotional items dropped off as
required. For more information, see Recording Signatures for Calls on
page 77 and Displaying the Signature Page on page 78.
New Appointment
button
Use the New Appointment button to display the New Appointment page
where you can create a new contact call. For more information, see
Creating Contact Calls on page 38.
Related Lists
For more information on Related Lists, see About Related Lists on

page 42.
Displaying Map Details

If the Maps icon appears in the vertical application banner, then you can tap it to display map details,
as described in the following procedure.

Release 1.9.1
41
To display map details

1
Tap Maps on the application banner.

A Google map opens pin pointing your current geographical location.
Tap Directions to display directions between two selected accounts.
Tap Near Me to display accounts or contacts that are near your current location.
Tap Reset to reset the map to display your current location.
NOTE: If values are provided for the longitude and latitude fields for an account in Oracle CRM On
Demand, then the corresponding geographical location for that account is more accurate.
About Related Lists

When displaying contact details, the page contains links to lists related to the contact. Each contact
can be linked to a single account and associated with multiple appointments, addresses, contact best
times, and contact state licenses. The following Related Lists are available for contacts:
Accounts. Shows the related account information for the contact. For more information, see
Reviewing or Changing Account Information for a Contact on page 46.
Appointments. Shows the calls from the team that are linked to the contact. If required, tap
the plus (+) icon next to Appointments to create a new contact call. For more information, see
Adding or Updating Calls for a Contact on page 43.
Addresses. Shows the address information for the contact. If required, tap the plus (+) icon
next to Address to add a new contact address. For more information, see Adding or Updating
Address Information for a Contact on page 44.
Contact Best Times. Shows the best time to call on the contact, which enables you to track
when a contact is available at a given location. If required, tap the plus (+) icon next to Contact
Best Times to add a new contact best time. For more information, see Adding or Updating Contact
Best Times for a Contact on page 45.
Contact State License. Shows the state license information for the contact, typically, a
physician or another health care provider. If required, tap the plus (+) icon next to Contact State
License to add a new contact state license. For more information, see Adding or Updating Contact
State License for a Contact on page 45.
Blocked Products. Shows a read-only list of products that are blocked for the contact. For more
information, see Reviewing the Blocked Products List for a Contact on page 47.
Attachment. Allows you to attach a photograph to the contact provided the attachment feature
is enabled for Oracle CRM On Demand Disconnected Mobile Sales. For more information, see
Adding an Attachment to a Contact on page 48.
Account Contact. Displays the account for the contact.
Contact Relationship. Displays a graphical representation of any related contacts for the
current contact. For more information see About Contact Relationships on page 43.
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Call Activity History. Displays the history of call activity for the active contact. For more
information, see Reviewing Call Activity History on page 47.
About Contact Relationships

The Oracle CRM On Demand Disconnected Mobile Sales application provides a graphical
representation of how your contacts are inter-related and how those contacts network within specific
accounts.
The Contact Relationship page displays up to 12 relationships for that contact in one graphical
visualization. The diagram displays the contact name, account name, and type of relationship for
each related contact, and each related contact is connected with a line. Do one of the following:
To view relationships for a contact, tap the contact.
To view the type of relationship between two contacts, tap the interconnecting line between each
contact.
Adding New or Updating Existing Contacts

To add a new contact or update existing contact information, complete the following procedure.
To add a new or update an existing contact

1
Add a new contact as follows:
Tap the plus (+) icon in the Contacts list header.
Enter the details for the new contact on the New Contact page.
The following fields are required and must be completed for contacts: First Name, Last Name,
Contact City, and Account ID. Account ID is the account ID associated with this contact.
c
3
Tap Save.
Update the existing contact information as follows:
Tap a contact in the Contacts list.

All contact details for the selected contact are displayed in the work area.
Tap Edit, and update the information as required.
Tap Done when finished.
Adding or Updating Calls for a Contact

Complete the following procedure to add or update calls for a contact.

Release 1.9.1
43
To add or update calls for a contact

1

Add a new contact call as follows:
Tap the plus (+) icon next to Appointments in the Related Lists section.
Enter the information for the new contact call on the New Appointment page.
The following fields are prepopulated according to the contact that you selected in Step 2:
Contact, Account, Address, and Call Type.
c
4
Tap Save.
Update an existing contact call as follows:
Tap Appointments in the Related Lists section, then the contact call that you want to update.
Tap Edit and update the information as required.
Adding or Updating Address Information for a Contact

Complete the following procedure to add or update contact address information. This procedure
applies only when shared address is disabled for Oracle CRM On Demand Disconnected Mobile Sales.
If shared address is enabled for Oracle CRM On Demand Disconnected Mobile Sales, then note the
following:
The following Drug Enforcement Administration (DEA) fields are visible on the contact address:
DEA Number, DEA Issue Date, DEA Expiry Date, and DEA Active Flag.
You can review address information on the contact address, including DEA field information, but
you cannot modify the address information.
To add or update address information for a contact

1

44
Add a new contact address as follows:
Tap the plus (+) icon next to Address in the Related Lists section.
Enter the information for the new address on the New Address page.
Tap Save.
Update an existing contact address as follows:

Release 1.9.1
Tap Address in the Related Lists section, then the address that you want to update.
Tap Edit and update the address information as required.
Adding or Updating Contact Best Times for a Contact

To add or update the best time to call a contact, complete the following procedure. When you add
best time to call information, you can view when a contact is available at a given location. A contact,
in this case, is typically a physician or another health care provider.
NOTE: A contact best-time slot does not extend after 12:00 p.m. for a specific day. For example, if
you create a contact best-time slot for a contact from 9:00-11:00 p.m. and then change it to start
at 11:00 p.m, then the slot does not extend to the next day. It starts at 11:00 p.m. and ends at
12:00 p.m, as opposed to 1:00 a.m. the next day.
To add or update contact best times for the contact

1

Add a new contact best time as follows:
Tap the plus (+) icon next to Contact Best Times in the Related Lists section.
Enter the information for the new contact best time on the New Contact Best Time page.
Tap Save.
Update an existing contact best time as follows:
Tap Contact Best Times in the Related Lists section, then the record that you want to update.
Adding or Updating Contact State License for a Contact

To add or update state license information for a contact, complete the following procedure.
To add or update license information for the contact

1

Add a new contact state license as follows:

Release 1.9.1
45
Tap the plus (+) icon next to Contact State Licenses in the Related Lists section.
Enter the information for the new contact state license on the New Contact State License page
as shown in the following table.
Field Name
Description
License Number
The license number for the contact, for example, PS4231732.
State
The U.S. state or jurisdiction associated with the license number. Use
the picklist to select the state, for example, NJ for New Jersey. If your
jurisdiction is not in the United States, then the State field is not
required.
Status
The status of the license (Active or Inactive). Choose a status.
Expiry Date
The date when the license expires (MM/DD/YYYY). Tap the date to
display the calendar, and then select the expiration date.
c
4
Tap Save.
Update an existing contact state license as follows:
Tap Contact State License in the Related Lists section, then the contact state license to update.
Reviewing or Changing Account Information for a

Contact
You can review and change the account information linked to a contact. A contact can be linked to a
single account only. To review or change account information, use the following procedure.
To review or change the account information for a contact

1

To review the details of the account linked to the contact, tap Account in the Related Lists section.
Typically, the Account field displays the name of the account. If the account information has not
been downloaded, then a row ID appears. If the account information can be downloaded, then
the row ID appears in a button. To download the account information, tap the row ID button.
On the Account Details page that opens, update the account information as required.
For more information about the Account Details page, see Displaying Account Details on
page 52.
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Reviewing the Blocked Products List for a Contact

If the blocked products feature is enabled for Oracle CRM On Demand Disconnected Mobile Sales,
then you can review a read-only list of the products that are blocked for a contact. A product that is
blocked for a contact is not available for the contact to select when disbursing samples or
promotional items, requesting samples, or when showing product detail information, using the call
or contact detailer.
Blocked product functionality is only valid within the context of a contact. Blocked product rules are
enforced only when the call activity in question has a contact associated with it. If a call has no
associated contact, then the Sample Drops, Promo Items, Sample Requests, or Product Details lists
are not filtered.
To review the blocked products list for a contact, use the following procedure.
To review the blocked products list for a contact

1

To show the list of products that are blocked for a contact, tap Blocked Products in the Related
Lists section.
On the Blocked Products page that opens, review the information.

For more information about the Blocked Products page, see Displaying Account Details on
page 52.

Depending on the call activity history linked to a contact and an account, the activity history includes
calls made by other sales representatives on your team. To review call activity history for a contact,
use the following procedure.
NOTE: From release 1.9.1 of Oracle CRM On Demand Disconnected Mobile Sales, you can only
review your call activity history if your administator has enabled this feature on your user device.
To review call activity history for a contact

1
Tap Contacts or Account on the application banner to display the Contacts list.

All contact details for the selected contact appear in the work area.

Release 1.9.1
47
Tap Call Activity History.

NOTE: The number in parentheses indicates the quantity of call activity history records that exist
for the account. However, you can only access records that occurred within the last 90 days.
The Call Activity History page appears. The Call Activity History page has tabs for the following
data types:
Interaction Summary
Product Detailed
Attendee Summary
Attendee Product Details
Attendee Call Activities
NOTE: The Call Activity History page is configured by your administrator, and the tabs you see
on this page depend on your administrators configuration.
(Optional). Adjust the Days Back field from its default of 30 days to any value up to a maximum
of 90 days.
(Optional) To enlarge the list to full screen, tap the full screen icon in the upper-right corner.
When done, tap Back.
Adding an Attachment to a Contact

Complete the following procedure to attach a photo to a contact. Note that after you upload an
attachment, it is synchronized with Oracle CRM On Demand. However, you or no other user are able
to download the attachment. The attachment stays on the user device, in the Oracle CRM On Demand
Disconnected Mobile Sales client until the application on the device is reset or cleared.
To add an attachment to a contact

1
Tap Accounts on the application banner to display the Accounts list.
Tap an account in the list.

All account details for the selected account are displayed in the work area.
Add an attachment to the account as follows:
Tap the plus (+) icon next to Attachment in the Related Lists section.
Select either Take Photo or Choose Photo.
If prompted to allow access to the photo library, select Allow.
Take the photo or choose an existing photo from the photo library.
Tap Save.
The photo synchronizes with Oracle CRM On Demand, under the contact.
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Planning Customer Calls Planning Account Calls
Planning Account Calls

This topic describes how to plan an account call. It includes the following information:
About Account Relationships on page 49
Using the List to Select an Account on page 49
Creating a Search Query to Find Accounts on page 50
Creating Account Calls on page 50
Deleting Account Calls on page 52
Preparing for an Account Call on page 52
About Account Relationships

The Oracle CRM On Demand Disconnected Mobile Sales application provides a graphical
representation of how your accounts are inter-related and how those accounts network within
specific contacts.
The Account Relationship page displays up to 12 relationships for that account in one graphical
visualization. The diagram displays the account name, contact name and type of relationship for each
related account, and each related account is connected with a line. Do one of the following:
To view relationships for an account, tap the required account.
To view the type of relationship between two accounts, tap the interconnecting line between each
account.
Using the List to Select an Account

application to select an account. To use the list to select an account, use the following procedure.
To use the list to select an account

1
Select an account by doing one of the following:
letter, and then tap the account that you want.
In all cases, the details for the selected account are displayed in the work area. For more
information about account details, see Displaying Account Details on page 52.

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49
Creating a Search Query to Find Accounts

You can create a search query to help you find accounts. To create a search query to find contacts,
use the following procedure.
To create a search query to find contacts

1
Tap Accounts on the application banner to display the Account list.

All account records containing the search string are displayed automatically in the list area.
(Optional) Refine the search criteria by specifying the Account Name, Billing Address, or Billing
City.
Tap Look Up, then Found: N Matches.

Creating Account Calls

You can create account calls in the following ways:
Using the Appointments list as shown in Creating Account Calls from the Appointments List on
page 50.
Using the New Appointment button for a selected account as shown in Creating Account Calls for
a Selected Account on page 51.
Using the Appointments related list for a selected account as shown in Adding or Updating Calls
for an Account on page 55.
Creating Account Calls from the Appointments List

The following procedure shows how to create an account call from the Appointments list.
To create an account call from the appointments list

1

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Release 1.9.1
Tap the plus (+) icon next to Todays Calls in the list area, then Account Call.
The New Appointment page is displayed.
Enter the details for the new account call as required.

Some important fields are described in the following table. For more information about all the
fields on the New Appointment page, see Adding New or Updating Existing Calls on page 62.
Field Name
Description
Contact
The contact associated with this call.
Account
(Required) The account associated with this call.
Address
The shipping address for the account selected. Tap the right arrow to select
a different address if required.
Attendees
The contacts who are present for the account call. An attendee is an
individual who is present on a given occasion for a meeting or phone call.
Tap the right arrow to add attendees for the account call.
Call Type
The Call Type field is seeded with the value Account Call.
Subject
Priority
Paper Sign
Indicates whether to enable (Yes) or disable (No) paper-based signature

capture for the call. For more information, see Enabling Calls to Capture
Paper-Based Signatures on page 78.
Save the account call details by doing one of the following:
Tap Save to save the account call details and return to the Appointments list.
Tap Save and New to save the account call details and return to the New Appointment page
to create another account call.
Creating Account Calls for a Selected Account

The following procedure shows how to create an account call for a selected account by using the New
Appointment button on the account details page.
To create an account call for a selected account

1

The account details for the account are displayed in the work area.
Tap New Appointment in the work area.

The New Appointment page is displayed. The following fields are seeded according to the account
that you selected in Step 2: Account and Call Type.

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51
Planning Customer Calls Preparing for an Account Call
Complete the details for the new account call as required, then do one of the following:
Tap Save to save the call and return to the Appointments list.
Tap Save and New to save the call and return to the New Appointment page to create another
account call.
Tap the right arrow icon at the top of the New Appointment page to go directly to the
Appointments list.
Deleting Account Calls

Use the following procedure to delete account calls.
To delete an account call

1

The account details for the account are displayed in the work area.

The list of calls associated with the account is displayed in the work area.
In the work area, swipe over the call record that you want to delete, then tap Delete.
When prompted for confirmation to delete or remove the record, do one of the following as
required:
Tap Delete from CRM to delete the record from Oracle CRM On Demand and the user device.
Preparing for an Account Call

The following procedures support account call planning and preparation:
Displaying Account Details on page 52
Adding New or Updating Existing Accounts on page 54
Adding or Updating Contacts for an Account on page 55
Adding or Updating Calls for an Account on page 55
Adding or Updating Address Information for an Account on page 56
Displaying Account Details

You can display account details by using the Account list using the following procedure.
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Release 1.9.1
To display account details

1

All account details for the selected account are displayed in the work area. The account details
include the information shown in the following table.
Item Name
Description
Edit button
Use the Edit button to edit the contact details. For more information, see
Adding New or Updating Existing Accounts on page 54.
Contact
Information
Displays details about the contact, such as account name, address,

location, status, and so on. Use More Info to display more account
information and Hide to hide the extra account information. For more
information about accounts, see Adding New or Updating Existing
Accounts on page 54.
Detailer button
Use the Detailer button to create a Detailer call. When used, Oracle CRM
On Demand Disconnected Mobile Sales automatically triggers a Detailer
session for the selected contact. For more information, see Showing
Signature button
Use the Signature button to display the Signature page where you can
add or remove samples or promotional item line items for the call, and
capture the signature for samples or promotional items dropped off as
required. For more information, see Recording Signatures for Calls on
page 77 and Displaying the Signature Page on page 78.

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53
Item Name
Description
New Appointment
button
Use the New Appointment button to display the New Appointment page
where you can create a new contact call. For more information, see
Creating Account Calls on page 50.
Related Lists
Each account can be linked to multiple contacts, appointments, and

addresses. The following Related Lists are available for accounts:
Contacts. Shows the contacts linked to the account. If required, tap

the plus (+) icon next to Contacts to add a new account contact. For
more information, see Adding or Updating Contacts for an Account on
page 55.
Appointments. Shows the calls from the team that are linked to the
account. If required, tap the plus (+) icon next to Appointments to
create a new account call. For more information, see Adding or
Updating Calls for an Account on page 55.
Address. Shows the address information for the account. If required,

tap the plus (+) icon next to Address to add a new account address.
For more information, see Adding or Updating Address Information for
an Account on page 56.
Attachment. Allows you to attach a photograph to the account

provided the attachment feature is enabled for Oracle CRM On
Demand Disconnected Mobile Sales. For more information, see
Adding an Attachment to an Account on page 56.
Adding New or Updating Existing Accounts

To add a new account or update existing account information, complete the following procedure.
To add a new or update an existing account

1
Create a new account as follows:
Tap the plus (+) icon in the Accounts list header.
Enter the details for the new account on the New Account page.
Tap Save.
Update the existing account information as follows:
Tap an account in the Accounts list.

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Adding or Updating Contacts for an Account

Complete the following procedure to add or update contacts for an account.
To add or update contacts for an account

1

Create a new account contact as follows:
Tap the plus (+) icon next to Contacts in the Related Lists section.
Enter the information for the new account contact on the New Contact page.
Tap Save.
Update an existing account contact as follows:
Tap Contacts in the Related Lists section, and then tap the contact that you want to update.
Tap Edit, and update the contact information as required.
Adding or Updating Calls for an Account

Complete the following procedure to add or update calls for an account.
To add or update calls for an account

1

Create a new account call as follows:
Tap the plus (+) icon next to Appointments in the Related Lists section.
Enter the information for the new account call on the New Appointment page.
The following fields are prepopulated according to the account that you selected in Step 2:
Account and Call Type.
c
4
Tap Save.
Update an existing account call as follows:
Tap Appointments in the Related Lists section, and then tap the account call that you want to
update.

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Adding or Updating Address Information for an Account

Complete the following procedure to add or update the address for an account.
To add or update address information for an account

1

Add a new account address as follows:
Tap the plus (+) icon next to Address in the Related Lists section.
Enter the information for the new account address on the New Address page.
Tap Save.
Update an existing account address as follows:
Tap Address in the Related Lists section, and then tap the address that you want to update.
Tap Edit and update the address information as required.
Adding an Attachment to an Account

Complete the following procedure to attach a photo to an account. Note that after you upload an
attachment, it is synchronized with Oracle CRM On Demand. However, you or no other user are able
to download the attachment. The attachment stays on the user device, in the Oracle CRM On Demand
Disconnected Mobile Sales client until the application on the device is reset or cleared.
To add an attachment to an account

1

56
Add an attachment to the account as follows:
Tap the plus (+) icon next to Attachment in the Related Lists section.
Select either Take Photo or Choose Photo.
If prompted to allow access to the photo library, select Allow.
Take the photo or choose an existing photo from the photo library.

Release 1.9.1
Tap Save.
The photo synchronizes with Oracle CRM On Demand, under the account.

You can review call activity history linked to an account. This includes calls made by other sales
representatives on your team. To review call activity history for an account, use the following
procedure.
To review call activity history for an account

1
Tap Contacts on the application banner to display the Account list.

All account details for the selected account appear in the work area.
Tap Call Activity History.

NOTE: The number in parentheses indicates the quantity of call activity history records that exist
for the account. However, you can only access records that occurred within the last 90 days.
The Call Activity History page appears. The Call Activity History page has tabs for the following
data types:
Interaction Summary
Product Detailed
Attendee Summary
Attendee Product Details
Attendee Call Activities
(Optional). Adjust the Days Back field from its default of 30 days to any value up to its maximum
of 90 days.
(Optional) To enlarge the list to full screen, tap the full screen icon in the upper-right corner.
When done, tap Back.

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Conducting Customer Calls
This chapter describes how to conduct customer calls, using the Oracle CRM On Demand
Disconnected Mobile Sales application. It includes the following topics:
Working with Samples Dropped for Calls on page 63
Working with Sample Request Orders for Calls on page 66
Working with Promotional Items Dropped for Calls on page 67
Working with Product Details for Calls on page 69
Working with Attendees for Account Calls on page 71
Working with Attendee Calls for Parent Account Calls on page 72
Recording Signatures for Calls on page 77
Submitting a Call for Processing on page 84
Displaying Call Details

You manage customer calls from the Call Details page. You can display call details for accounts and
contacts, using the Appointments list and the following procedure.
To display call details

1
Tap Appointments on the application banner to display the Appointments list.


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Conducting Customer Calls Displaying Call Details
Tap a call in the list.

All details for the selected call are displayed in the work area. The call details include the
information shown in the following table.
60
Item Name
Description
Edit button
Use the Edit button to edit the call details. For more information, see
Adding New or Updating Existing Calls on page 62.
Submit button
Use the Submit button to submit a call for processing. The Submit button
is only available for calls that have a status of Planned or In Progress.
Depending on your configuration, if you conduct a customer call before the
scheduled start time, then you can also submit this call for processing. For
more information, see Submitting a Call for Processing on page 84.
Contact
Information
Displays details about the contact for the call, such as contact name, type,
address, work phone, email, Account ID, and so on. Use the right arrow,
then Edit to review and update the contact information for the call as
required. For more information, see Adding New or Updating Existing Calls
on page 62.
Detailer button
Use the Detailer button to create a Detailer call. When you tap the Detailer
button, Oracle CRM On Demand Disconnected Mobile Sales automatically
triggers a Detailer session. For more information, see Showing
Signature button
Use the Signature button to display the Signature page where you can add
or remove samples or promotional item line items for the call, and capture
the signature for samples or promotional items dropped off as required. For
more information, see Recording Signatures for Calls on page 77 and
Displaying the Signature Page on page 78.

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Conducting Customer Calls Displaying Call Details
Item Name
Description
Call Items
Each call can be associated with the following related call items:
Call Items
(continued)
Samples Dropped. Shows the number of sample dropped records

linked to the call. If required, tap the plus (+) icon next to Samples
Dropped to add a new samples dropped record to the call. For more
information, see Working with Samples Dropped for Calls on page 63.
Promotional Items Dropped. Shows the number of promotional item

dropped records linked to the call. If required, tap the plus (+) icon next
to Promotional Items Dropped to add a new promotional items dropped
record to the call. For more information, see Working with Promotional
Items Dropped for Calls on page 67.
Prod Detail. Shows the Product Details page where the product details
reviewed with a customer are maintained. If required, tap the plus (+)
icon next to Prod Detail to add a new product detail record to the call.
For more information, see Working with Product Details for Calls on
page 69.
Sample Requests. Shows the number of sample request records

linked to the call. If required, tap the plus (+) icon next to Sample
Requests to add a new sample request to the call. For more information,
see Working with Sample Request Orders for Calls on page 66.
Messaging Responses. Shows the number of messaging responses

linked to the call.
Signature. Shows the signature linked to the call.
Attendees or Attendee Calls. If the Attendees related item is

configured for the Appointment module in your Oracle CRM On Demand
Disconnected Mobile Sales application, then Attendees is available. But
if the Attendee Calls related item is configured for the Appointment
module in your Oracle CRM On Demand Disconnected Mobile Sales
application, then Attendee Calls is available.
Attendees. Shows the number of people attending the call. If

required, tap the plus (+) icon next to Attendees to add a new
attendee record for the call. For more information, see Working with
Attendees for Account Calls on page 71.
NOTE: The Attendees related item is visible for account calls only.
Attendee Calls. Shows the number of attendee calls linked to the

call. If required, tap the plus (+) icon next to Attendee Calls to
create a new attendee call record for the call. For more information,
see Working with Attendee Calls for Parent Account Calls on page 72.
NOTE: The Attendee Calls related item is visible for account calls
only.

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Conducting Customer Calls Adding New or Updating Existing Calls
Adding New or Updating Existing Calls

To add a new call or update existing call information, complete the following procedure.
NOTE: When you tap an editable field, then picklists, text boxes, and date selectors appear
automatically depending on the field type.
To add a new or update an existing call

1
Add a new call as follows:
Tap the plus (+) icon next to Todays Calls in the list area.
Tap an option on the New Activity List that displays:
Tap Account Call to create a new account call.
Tap Contact Call to create a new contact call.
Tap General to create a new general call.
Enter the details for the new call on the New Call page that opens as necessary.
The fields are described in the following table.
Field Name
Description
Contact
(Required if creating a Contact Call) The contact associated with this call.
Account
(Required if creating an Account Call) The account associated with this call.
Address
The address of the contact associated with this call.

NOTE: When you select the Contact for the call, the Address field is seeded
with the contacts primary address information. Tap the right arrow to
select a different address.
Attendees
The contacts who are present for the call. An attendee is an individual who
is present on a given occasion for a meeting or phone call. Tap the right
arrow to add attendees for the call.
NOTE: The Attendees field is visible for account calls and attendee calls
only.
62
Start Time
The date and start time for the call. The value in the Start Time field is the
current date and time by default.
End Time
The date and end time for the call. The value in the End Time field
automatically defaults to 30 minutes after the specified call Start Time.
Status
The status of the call, which can be one of the following: None, Completed,
Deferred, Waiting for Someone Else, In Progress, Not Started, Assigned,
Approval in Process, Auto-Created, Auto-Updated, Closed, Double Booked,
In Call, Open, Planned (default value), Preparing Documents, Review,
Submitted, Submitted for Approval, Synchronized, Signed, In Chat.

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Field Name
Description
Type
The type of call, which can be one of the following: None, Approval, Call
(default value), Correspondence, Demonstration, Email, Event, Fax,
Meeting, Other, Personal, Presentation, To Do, Voicemail, Callback, Referral
Call, Review Call, Lunch, Chat.
Call Type
The category of call, which can be one of the following:
Account Call. Indicates an account call.
Professional Call. Indicates a contact call.
Attendee Call. Indicates an attendee call.
General. Indicates a general call.
Subject
Paper Sign
Indicates whether to enable or disable paper-based signature capture for

the call. The value in the Paper Sign field can be one of the following:
Yes. Indicates to enable paper-based signature for the call.
No. Indicates to disable paper-based signature for the call.
For more information, see Enabling Calls to Capture Paper-Based

Signatures on page 78.
Ref#
Indicates the document number corresponding to the captured paperbased signature.
Priority
Next Call
Information about the next call can be entered in the Next Call field.
Objective
The objective of the call.
d
3
Tap Save to save the call or Save and New to save the call and create another call as required.
Update the existing call information as follows:

All details for the selected call are displayed in the work area.
Working with Samples Dropped for Calls

On the Call Details page, you can add, review, update, or remove the samples dropped records for
a call with a status of In Progress before submitting the call for processing. Only sample products
that meet the following criteria are available for drop:
The products have been allocated to the sales representative.

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The products are available in the sales representative inventory.
The products are active on the current date.
If Sample Dropped (N) on the Call Details page appears in a black font, then it indicates that all
samples have been dropped off and signed for. If Sample Dropped (N) on the Call Details page
appears in a red font, then it indicates that some or all of the sample dropped records associated
with the call are in a planned state; in other words, some or all samples have not been dropped off
or signed for yet.
To work with samples dropped records for a call, use the following procedure.
To work with samples dropped records for a call

1


All details for the selected call are displayed in the work area on the Call Details page. For more
information about call details page, see Displaying Call Details on page 59.
Add new samples dropped records for the call as follows:
Tap the plus (+) icon next to Samples Dropped in the Call Items section.
The Sample Drops page opens showing the sample products that are available for drop, and
it includes the information shown in the following table. If product blocking is enabled for
Oracle CRM On Demand Disconnected Mobile Sales, then the products list are filtered
accordingly. That is, any product that is blocked for the contact is not included in the products
list.
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Field Name
Description
Product
(Read-Only) The product name.
Lot
(Read-Only) The lot number.

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Field Name
Description
Inv Count
(Read-Only) The sales representatives current sample inventory count or

available amount of inventory. When a call is submitted for processing, the
sales representatives sample inventory (that is, the value in the Inv Count
field) is decreased by the number of samples dropped off on the call.
Quantity
(Required) The quantity of the sample to be distributed. A warning message

displays if you enter a value that:
Exceeds the value in Inv Count.
Exceeds the allocated maximum quantity of product or sample that the

sales representative is allowed to disburse on a call.
Exceeds the maximum quantity of product or sample that the Health

Care Professional (HCP) contact is allowed to receive. In this case, it is
assumed that HCP Contact Allocation is configured for Oracle CRM On
Demand Disconnected Mobile Sales.
Tap the radio button next to each product whose samples you want to drop off.
A check mark appears next to each product that you tap. To deselect a product, tap the radio
button next to the product again.
Enter a value in the Quantity field as required, for example, by tapping plus and minus.
Tap Validate to check all sample products that are flagged as controlled substances to make sure
that a DEA number exists for the contact at the address used for the attendee or contact call.
If no DEA number exists for the contact at the address location where a controlled substance
is being disbursed, then an error message is returned and you are not able to submit the
record for processing. If you cannot see any Validate button, then the shared address feature
has not been enabled for Oracle CRM On Demand Disconnected Mobile Sales.
Tap Save.
The samples dropped for the call are logged under Call Items on the Call Details page, for
example, as follows: Samples Dropped (N).
Review an existing record by tapping Samples Dropped in the Call Items section, then the record
that you want to see.
Update an existing record already linked to the call as follows:
Tap Samples Dropped in the Call Items section, then the record that you want to update.
Tap Edit, update the record as required, then tap Done when finished.
Remove an existing record linked to the call as follows:
Tap Samples Dropped in the Call Items section.

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Conducting Customer Calls Working with Sample Request Orders for Calls
Working with Sample Request Orders for

Calls
On the Call Details page, you can add, review, update, or remove the sample request order for a call
with a status of In Progress before submitting the call for processing. There can be only one sample
request for each call activity. A sample request order can be submitted for products that meet the
following criteria:
The products are unavailable in the sales representatives physical inventory.
If Sample Requests (1) on the Call Details page appears in a red font, then it indicates that the call
is in a planned state and that a signature has not been captured yet for the call. If Sample Requests
(1) on the Call Details page appears in a black font, then it indicates that a signature has been
captured for the call.
To work with sample request orders for a call, use the following procedure.
To work with sample request orders for a call

1


NOTE: Only the primary owner of the contact can create a sample request for the contact.
66
Add a sample request order to the call as follows:
Tap the plus (+) icon next to Sample Requests in the Call Items section.
The Sample Request Items page opens showing the products that are available for order, and it
includes the information shown in the following table. Note the following:
The Shipping Address is automatically populated with the contacts primary address from
the parent account call, contact call, or attendee call. If required, you can select a
different shipping address.
If product blocking is enabled for Oracle CRM On Demand Disconnected Mobile Sales,
then the products list are filtered accordingly. That is, any product that is blocked for the
contact is not included in the products list.

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Any products that have the Stop Sampling flag are filtered out of the products list.
Field Name
Description
Product
Quantity
(Required) The quantity of the sample that is being requested.

A warning message displays if you enter a value that exceeds the maximum
quantity of product or sample that the Health Care Professional contact is
allowed to receive. In this case, it is assumed that HCP Contact Allocation
is configured for Oracle CRM On Demand Disconnected Mobile Sales.
Tap the radio button next to each product whose samples you want to order.
Enter a value in the Quantity field as required, for example, by tapping plus and minus.
Tap Validate to check all sample products that are flagged as controlled substances to make sure
that a DEA number exists for the contact at the address used for the attendee or contact call.
If no DEA number exists for the contact at the address location where a controlled substance
is being disbursed, then an error message is returned and you are not able to submit the
record for processing. If you cannot see any Validate button, then the shared address feature
has not been enabled for Oracle CRM On Demand Disconnected Mobile Sales.
Tap Save.
The sample request order for the call is logged under Call Items on the Call Details page, for
example, as follows: Sample Requests (1).
Working with Promotional Items

Dropped for Calls
On the Call Details page, you can add, review, update, or remove promotional items dropped records
for a call with a status of In Progress before submitting the call for processing. Only promotional item
products that meet the following criteria are available for drop:
The products are available in the sales representative inventory.

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Conducting Customer Calls Working with Promotional Items Dropped for Calls
If Promotional Items (N) on the Call Details page appears in a black font, then it indicates that all
promotional items have been dropped off and signed for. If Promotional Items (N) on the Call Details
page appears in a red font, then it indicates that some or all of the promotional item dropped records
associated with the call are in a planned state; in other words, some or all promotional items have
not been dropped off or signed for yet.
To work with promotional items dropped records for a call, use the following procedure.
To work with promotional items dropped records for a call

1


Add new promotional items dropped records for the call as follows:
Tap the plus (+) icon next to Promotional Items Dropped in the Call Items section.
The Promo Items page opens showing the promotional items that are available for drop, and
it includes the fields shown in the following table. If product blocking is enabled for Oracle
CRM On Demand Disconnected Mobile Sales, then the products list are filtered accordingly.
That is, any product that is blocked for the contact is not included in the products list.
Field Name
Description
Product
(Read-Only) The name of the promotional item.
Inv Count
(Read-Only) The sales representatives current sample inventory count or

available amount of inventory. The value that you enter in the Quantity field
must not exceed the value in Inv Count. When a call is submitted for
processing, the sales representatives sample inventory (that is, the value
in the Inv Count field) is decreased by the number of promotional samples
dropped off on the call.
Quantity
(Required) The quantity of the promotional item to be distributed.
Tap the radio button next to each product whose samples you want to drop off.
Enter a value in the Quantity field, for example, by tapping plus and minus.
Tap Save.
The promotional items dropped for the call are logged under Call Items on the Call Details
page as follows: Promotional Items Dropped (N).
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Review an existing record by tapping Promotional Items Dropped in the Call Items section, then
the record that you want to see.
Tap Promotional Items Dropped in the Call Items section, then the record that you want to
update.
Remove an existing record linked to the call as follows:
Tap Promotional Items Dropped in the Call Items section.
Working with Product Details for Calls

On the Call Details page, you can add, review, update, or remove the product details for a call before
submitting the call for processing. Only products with indications show up in the Detail Products
page. It is important that the administrator creates product and indications combinations, otherwise
the products do not show up in the Detail Products page. Indications record, for example, the
purpose or therapeutic area for which a drug is designed.
To work with product details for a call, use the following procedure.
To work with product details for a call

1


Add new product detail records for the call as follows:

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Conducting Customer Calls Working with Product Details for Calls
Tap the plus (+) icon next to Prod Detail in the Call Items section.
The Product Details page opens showing a tab bar containing product names across the top.
The products are sorted by Priority, then by Product Name. If product blocking is enabled for
Oracle CRM On Demand Disconnected Mobile Sales, then the products list is filtered
accordingly. That is, any product that is blocked for the contact is not included in the products
list. Detailed information for the selected product is below the tab bar and includes the
70
Field Name
Description
Product
Priority
(Optional) The priority (1 to 10) that you assign to this record. The product
tab bar sorts by Priority and then by Product Name.
This field is optional, however it is recommended that this field is marked
as required and that you complete this field. If this field is required, then
the items on the Product Detailed page are correctly sorted and are
displayed in order of priority.
Product
Indication
(Optional) Choose a product indication from the list.

This field is optional, however you must complete either the Product
Indication field or the Indication field during your call. This field is required
if you choose not to use the Issues field.
Issues
(Optional) The issue that you want to associate with this record, which can
be one of the following: None, Side Effects, Efficacy, Cost versus Generics,
and Price.
This field is optional, however you must complete either the Issues field or
the Production Indication field (or the Indication field, depending on your
requirements) during your call.
Indication
(Optional) The purpose or therapeutic area for the product, which can be
one of the following: Allergy, Asthma, Arrhythmia, Heart Failure, Syncope,
Other.
This field is optional, however you must complete either the Indication field
or the Product Indication field during your call. If you choose to use neither
the Product Indication field nor the Issues field, then this field is required.
Call
Objective
(Optional) Choose a call objective from the list.
Next Call
Objective
(Optional) Choose a next call objective from the list.
Complete the required Indication field by tapping the Indication field, then the purpose of the
product.
Complete the optional Priority field by tapping Priority, then enter a numeric value.
Complete the optional Issues field by tapping Issues, then the issue that you want to associate
with the product.

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Tap Save.
The products detailed for the call are logged under Call Items on the Call Details page, for
example, as follows: Prod Detail (N).
Review an existing record by tapping Prod Detail in the Call Items section, then the record that
you want to see.
Tap Prod Detail in the Call Items section, then the record that you want to update.
Remove a record linked to the call as follows:
Tap Prod Detail in the Call Items section.
Working with Attendees for Account

Calls
An attendee is an individual who is present on a given occasion for a meeting or a phone call.
Provided that the Attendees related item is configured for the Appointment module in your Oracle
CRM On Demand Disconnected Mobile Sales application, you can associate two or more contacts with
an account call by adding attendees to the account call. The Product Detail, Promotional Items, and
Sample Dropped items associated with the account call are automatically linked to the attendee
record. On the Call Details page, you can add, review, update, or remove the attendees for an
account call with a status of In Progress before submitting the account call for processing.
To work with attendees for an account call, use the following procedure.
To work with attendees for an account call

1

Tap an account call in the Appointments list.

All details for the selected account call are displayed in the work area on the Call Details page.
For more information about the call details page, see Displaying Call Details on page 59.
Add attendees to the account call as follows:

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Conducting Customer Calls Working with Attendee Calls for Parent Account Calls
Tap the plus (+) icon next to Attendees in the Call Items section.
The Attendees page opens showing the contacts available for selection including the
Field Name
Description
First Name
(Read-Only) The contacts first name.
Last Name
(Read-Only) The contacts last name.
Account
(Read-Only) The contacts account.
Primary
Radio button indicating the primary attendee or contact for the call.
Click All Contacts to show all the contacts that are available.
Click Account Only to show only the contacts associated with the account.
Tap the radio button next to each contact first name that you want to add to the call.
A check mark appears next to each contact first name that you tap. To remove an attendee,
tap the radio button next to the contact first name again.
By default the initial contact that you tap is marked as the primary attendee whereby its
Primary radio button is selected. Only one contact can be specified as the primary attendee.
To specify a different primary attendee, tap the Primary radio button next to the contact name.
Tapping the Primary radio button deselects the radio button for the previously selected
primary attendee, and selects the radio button for the current contact.
Tap Save.
The attendees for the account call are logged under Call Items on the Call Details page as
follows: Attendees (N).
Review and update an existing attendee record already linked to the call as follows:
Tap Attendees in the Call Items section, then the record that you want to see.
Remove an attendee linked to the call as follows:
Tap the plus (+) icon next to Attendees in the Call Items section.
Tap the check mark next to each contact that you want to remove from the call, and then tap
Save.
Working with Attendee Calls for Parent

Account Calls
An attendee call is an individual call that is associated with a parent account call. Attendee calls are
separate records with a call type of Attendee Call, and they operate like professional calls except that
they are linked to parent account calls.
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Provided that the Attendee Calls related item is configured for the Appointment module in your
Oracle CRM On Demand Disconnected Mobile Sales application, you can associate one or more
attendee calls with an account call by adding attendee calls to the account call.
On the Call Details page, you can add, review, update, or remove the attendee calls for an account
call with a status of In Progress before submitting the account call for processing.
Individual sample dropped, sample request, or promotional item line items can be associated with
the attendees linked to an attendee call, and the information is automatically available on the
corresponding contact call details page. Product details information can be captured at the account
call level, and the information is passed to all attendees associated with the attendee call.
Related Topics
Creating Attendee Calls for Parent Account Calls on page 73
Modifying Attendee Calls for Parent Account Calls on page 74
Displaying Attendee Calls Associated with Parent Account Calls on page 75
Displaying Attendee Calls for an Account on page 75
Displaying Attendee Calls for a Contact on page 76
Creating Attendee Calls for Parent Account Calls

Use the following procedure to create an attendee call for a parent account call.
To create attendee calls for parent account calls

1

Tap an account call in the Appointments list.

All details for the selected account call are displayed in the work area on the Call Details page.
For more information about the call details page, see Displaying Call Details on page 59.
Create an attendee call for a parent account call as follows:
Tap the plus (+) icon next to Attendee Calls in the Call Items section.
The Attendees page opens showing the contacts available for selection including the
Field Name
Description
Primary Contact
(Read-Only) The primary attendee or contact for the call.
Account
(Read-Only) The contacts account.

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Click All to show all the contacts that are available.
Click Account Only to show only the contacts associated with the account.
Tap the radio button next to each contact that you want to add to the call.
A check mark appears next to each contact that you tap. To remove an attendee, tap the
radio button next to the contact again.
Tap Save to create the attendee activity records.

The attendee calls for the parent account call are logged under Call Items on the Call Details
page as follows: Attendee Calls (N).
Review and update an existing attendee call record already linked to the call as follows:
Tap Attendee Calls in the Call Items section, then the record that you want to update.
Remove an attendee call linked to the parent call as follows:
Tap Attendee Calls in the Call Items section.
Swipe across the attendee call record that you want to remove, then tap Delete.
Modifying Attendee Calls for Parent Account Calls

Use the following procedure to modify an attendee call for a parent account call.
To modify attendee calls for parent account calls

1
Tap Appointments on the application banner, then an account call in the Appointments list.
Tap Attendee Calls in the Call Items section, and then select a record in the attendee calls list.
Add individual sample dropped, sample request, promotional items, or products detailed line
items to the attendee record as required.
When you select an attendee from the attendee calls list, the Contact Details page opens where
you can complete the following tasks as required:
Unique sample dropped, sample request, and promotional item line items can only be captured
at the contact level for attendees. Product details information is captured at the account call
level, and the information is automatically passed down to all attendees associated with the
attendee call.
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Displaying Attendee Calls Associated with Parent

Account Calls
Use the following procedure to display the attendee calls associated with a parent account call.
To display attendee calls associated with parent account calls

1
Tap Appointments on the application banner, then an account call in the Appointments list.
Tap Attendee Calls in the Call Items section.

The list of attendee calls associated with the selected parent account call is displayed in the work
area, and the list includes the following information:
Call date. The date the call was created.
Call status. The call status can be for example, Planned, In Progress, or Submitted.
Call contact. The primary contact for the call.
Call type. The call type, which is Attendee Call.
To remove an attendee call, swipe over the record that you want to delete, and then tap Delete.
Tap an attendee call to open and review the attendee call details.
Notice that all attendees associated with this call are listed at the top of the call details page.
Add products detailed, sample dropped, sample request, or promotional item line items to the
attendee call as required.
Related Topics
Displaying Attendee Calls for an Account

Use the following procedure to display the attendee calls for an account.

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To display attendee calls for an account

1
Tap Account on the application banner, then an account in the Accounts list.
The account details for the selected account are displayed in the work area.

The list of appointments associated with the selected account is displayed in the work area, and
the list includes the following information:
Call status. The call status can be, for example, Planned, In Progress, or Submitted.
Call type. The call type can be one of the following: Account Call, Professional Call, Attendee
Call, or General. Calls made to an account where the contact is the primary contact are
Account Calls. Calls made directly to the contact are Professional Calls. Call associated with
a parent account call are attendee calls.
Tap an appointment where the call type is Attendee Call to open and review the attendee call
details.
Notice that all attendees associated with this attendee call are listed at the top of the call details
page.
Related Topics
Displaying Attendee Calls for a Contact

Use the following procedure to display the attendee calls for a contact.
To display attendee calls for a contact

1
Tap Contacts on the application banner, then a contact in the Contacts list.
The contact details for the selected contact are displayed in the work area.

The list of appointments associated with the selected contact is displayed in the work area, and
the list includes the following information:
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Call status. The call status can be, for example, Planned, In Progress, or Submitted.
Call type. The call type can be one of the following: Account Call, Professional Call, Attendee
Call, or General. Calls made to an account where the contact is the primary contact are
Account Calls. Calls made directly to the contact are Professional Calls. Call associated with
a parent account call are attendee calls.
Tap an appointment where the call type is Attendee Call to open and review the attendee call
details.
Notice that all attendees associated with this attendee call are listed at the top of the call details
page.
Related Topics
Recording Signatures for Calls

After you have entered all the required information for a call, in particular, the samples and
promotional items data, you can obtain the contacts signature to verify the receipt of the product
samples and promotional items. After a sample or promotional item is dropped off and signed for,
that record is locked and you are unable to further edit or update the sample dropped or promotional
item dropped record. You can record an electronic signature for a call by default. However, to record
a paper-based signature for a call, that call must be enabled for paper-based signature capture.
The signature record for samples and promotional items dropped off is logged for the call under Call
Items on the Call Details page. The following information is captured with the actual signature and
saved to the signature record, which is read-only:
Date. The date the signature was captured.
Contact First Name. First name of the contact who is signing for the samples or promotional
items.
Contact Last Name. Last name of the contact who is signing for the samples or promotional
items.
Related Topics
Enabling Calls to Capture Paper-Based Signatures on page 78
Displaying the Signature Page on page 78
Recording Electronic Signatures for Calls on page 80

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Recording Paper-Based Signatures for Calls on page 82
Enabling Calls to Capture Paper-Based Signatures

Use the following task to enable calls to capture paper-based signatures. If the Paper Sign field for
a call is set to Yes, then users are able to record a paper-based signature for the call.
To enable a call for paper-based signature capture

1

Tap a call in the list, then Edit.
Set the Paper Sign field to Yes.

Setting the Paper Sign field to No disables the call for paper-based signature capture.
Tap Save, then Done.
Displaying the Signature Page

You can display the Signature page for a call by tapping the Signature button in the work area of a
selected call, contact, or account. To display the Signature page, use the following procedure.
To display the Signature page

1

Tap a call in the list, then Signature in the work area.

The Signature page appears in full-screen mode showing the address information and the
samples or promotional items dropped information. The Signature page includes the information
shown in the following table.
78
Item Name
Description
Contact Information
Displays the contact name, address and the date of the last visit.
Samples, Promo, and

Requests buttons
Use these buttons to switch between the samples dropped list,

sample request items list, and promotional item dropped list.
Signature input box
The Signature input box displays only when E-Sign is selected. Use
the Signature input box to capture the contacts electronic
signature.
Clear button
Use the Clear button to clear the Signature input box or Document
Number input field.

Release 1.9.1
Item Name
Description
Cancel button
Use the Cancel button to cancel the signature capture page and
return to the Appointments list.
Accept and Sign button
The Accept and Sign button displays only when E-Sign is selected.
Use the Accept and Sign button to capture the electronic signature
for samples and promotional items being dropped off.
Accept and Submit

button
The Accept and Submit button displays only when Paper is selected.
Use the Accept and Submit button to submit the paper-based
signature for samples and promotional items being dropped off.
Tap the top of the Signature page to display the Signature bar with the buttons shown in the
following table.
The Signature bar is hidden by default. Tapping the top of the Signature page displays the
Signature bar, then tapping anywhere else on the Signature page hides the Signature bar again.
Item Name
Description
Swap Signee button
Use the Swap Signee button to change the contact signing for the
samples or promotional items.
Paper and E-Sign

buttons
Use these buttons to switch between the Paper Signature page and the
Electronic Signature page. For more information, see the following:
Recording Electronic Signatures for Calls on page 80
Recording Paper-Based Signatures for Calls on page 82
Save button
Use the Save button to save any samples and promotional items added
to the call and return to the Call Details page. The Samples and
Promotional Items are logged for the call under Call Items on the Call
Details page.
Document Number
The Document Number input field displays only when Paper is selected.
Use the Document Number input field to enter the Document Number
corresponding to the captured paper-based signature.
Detailer
Use the Detailer button to start a presentation or external application

from the Signature page.
NOTE: The Detailer button is available and active only if your
administrator has configured the detailer quick action button for the
Signature page in the Admin application.

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Recording Electronic Signatures for Calls

Use the following task to electronically record signatures for calls, which is an option that is available
to users by default in the Oracle CRM On Demand Disconnected Mobile Sales application.
To electronically record signatures for calls

1

Tap the top of the Signature page to display the Signature bar, then E-Sign.
Tap Promo to review any promotional item line items already linked to the call:
If required, tap the plus (+) icon to add more promotional item line items.
Enter the information shown in the following table.
Field Name
Description
Product
The product name.
Quantity
The quantity of the sample that you want to distribute.
Tap Samples to review any samples dropped line items already linked to the call:
If required, tap the plus (+) icon to add more samples dropped line items.
Field Name
Description
Quantity
Product
The product name.
80
(Optional) Tap the top of the Signature page to display the Signature bar, then Save to return
to the Call Details page where the promotional items dropped record is logged for the call
under Call Items: Promotional Items Dropped (N).
to the Call Details page where the samples dropped record is logged for the call under Call
Items: Samples Dropped (N).
Tap Sample Requests to review any sample request line items already linked to the call:
If required, tap the plus (+) icon to add more sample request line items.

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Field Name
Description
Quantity
The quantity of the sample that you want to order.
Product
The product name.
Items: Sample Requests (N).
Modify a line item by tapping the right arrow next to the quantity, and then do one of the
following:
Change the quantity as required, and then tap Done.
Tap Delete Sample to remove the line item.
If required, change the contact signee as follows:
Tap the top of the Signature page to display the Signature bar, then Swap Signee.
Tap the new signee in the picklist that opens.
If configured and if required, start a presentation or an external application as follows:
Tap the top of the Signature page to display the Signature bar, then Detailer.
If the Detailer button is configured to start an external application, then tap the external
application URL in the Detailer list to start the external application.
If the Detailer button is configured to start the Oracle CRM On Demand Disconnected Mobile
Sales detailing functionality, then tap a record in the Detailer list to start the presentation that
you want.
All data linked to the call is saved, the Signature page closes, and the presentation or external
application starts.
10 Capture the electronic signature as follows:

a
Tap Accept and Sign.

The address information for the call is validated against the contact state license. If validation
is successful, then the signature input box becomes active. If validation is unsuccessful, then
an error message is displayed accordingly. In such a case, tap Cancel and remove the
offending sample item from the call otherwise you are not able to proceed with the signature
and sample drop.
Note that after you tap Accept and Sign, the Accept and Sign button changes to Done.
Capture the electronic signature in the signature input box.

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If required, tap Clear to clear the signature and start again if a mistake is made.
If you tap Clear, then enter your Oracle CRM On Demand password when prompted to return
to the Signature page.
NOTE: If you tap Cancel at this stage, then you are prompted to enter your Oracle CRM On
Demand password to return to the Call Details page.

The electronic signature and all data linked to the call is saved to avoid data loss.
If prompted, then enter your Oracle CRM On Demand password.

The signature for the sample requests, samples dropped off and promotional items dropped
off is logged for the call on the Call Details page under Call Items: Signatures (1). The status
on the call changes to Submitted and no further modifications are allowed on the call.
Recording Paper-Based Signatures for Calls

The option to record paper-based signatures for calls is not available by default in the Oracle CRM
On Demand Disconnected Mobile Sales application. The Paper Sign field for a call must be set to Yes,
as shown in Enabling Calls to Capture Paper-Based Signatures on page 78, to allow users to capture
a paper-based signature for a call. In addition, paper-based signature capture must be enabled for
a user first before that user can capture paper-based signatures in the Oracle CRM On Demand
Disconnected Mobile Sales application. Administrators enable paper-based signature capture for
users in the Admin application. For more information about recording paper-based signatures, see
1491682.1 (Article ID) Oracle CRM On Demand Disconnected Mobile Sales Administration Guide on
My Oracle Support.
To record paper-based signatures for calls, use the following procedure.
To record paper-based signatures for calls

1

Tap the top of the Signature page to display the Signature bar, then Paper.
The Document Number input box appears in place of the Signature input box.
Tap Promo to review any promotional item line items already linked to the call:
82
If required, tap the plus (+) icon to add more promotional item line items.

Release 1.9.1
Field Name
Description
Product
The product name.
Quantity
If required, tap the plus (+) icon to add more samples dropped line items.
Field Name
Description
Quantity
Product
The product name.
Items: Samples Dropped (N).
Tap Sample Requests to review any sample request line items already linked to the call.
If required, tap the plus (+) icon to add more sample request line items.
Field Name
Description
Quantity
The quantity of the sample that you want to order.
Product
The product name.
to the Call Details page where the promotional items dropped record is logged for the call
under Call Items: Promotional Items Dropped (N).
Tap Samples to review any samples dropped line items already linked to the call:
Items: Sample Requests (N).
Modify a line item by tapping the right arrow next to the quantity, and then do one of the
following:
Change the quantity as required, and then tap Done.
Tap Delete Sample to remove the line item.
If required, change the contact signee as follows:
Tap the top of the Signature page to display the Signature bar, then Swap Signee.
Tap the new signee in the picklist that opens.

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Conducting Customer Calls Submitting a Call for Processing
If configured and if required, start a presentation or an external application as follows:
Tap the top of the Signature page to display the Signature bar, then Detailer.
If the Detailer button is configured to start an external application, then tap the external
application URL in the Detailer list to start the external application.
If the Detailer button is configured to start the Oracle CRM On Demand Disconnected Mobile
Sales detailing functionality, then tap a record in the Detailer list to start the presentation that
you want.
All data linked to the call is saved, the Signature page closes, and the presentation or external
application starts.
10 Capture the paper-based signature as follows:

a
Tap Document Number, and enter the document number corresponding to the captured paperbased signature.
Tap Accept and Submit.

The signature and all data linked to the call is saved to avoid data loss.
NOTE: If you tap Cancel instead of Done at this stage, then you are prompted to enter your
Oracle CRM On Demand password to return to the Call Details page.
If prompted, then enter your Oracle CRM On Demand password. The signature for the sample
requests, samples dropped off and promotional items dropped off is logged for the call on the
Call Details page under Call Items: Signatures (1). The status on the call changes to Submitted,
and no further modifications are allowed on the call.
Submitting a Call for Processing

When you are satisfied that you have entered all the required information for a call and obtained all
signatures for samples or promotional items dropped off, then you can submit the call for processing.
Only calls that have a status of Planned or In Progress can be submitted for processing. You can
submit a call for processing even if the call is linked to samples or promotional items that have not
been dropped off yet. When you submit a call, any planned line items are not submitted as part of
the call. After a call is submitted for processing, the call is locked and you are unable to further edit
or update the call.
To submit a call for processing, use the following procedure.
To submit a call for processing

1

84
Tap a call in the list.

Release 1.9.1
Tap Submit, and then tap Submit again when prompted for confirmation to submit the call for
processing.
When you do this, the following happens:
The status on the call changes to either Submitting (if using Oracle CRM On Demand Release
22) or Submitted (if using Oracle CRM On Demand Release 21) and the call is locked.
A sample transaction record of type Sample Disbursement is created.

NOTE: Oracle CRM On Demand automatically generates disbursement transactions
whenever sales representatives drop off samples or promotional items during sales calls.
Oracle CRM On Demand also updates the system inventory physical count value accordingly
for each sample product or promotional item dropped off on the call.
The sales representatives sample inventory is decreased by the number of samples and
promotional items dropped off on the call. Sample request orders do not affect the sample
inventory.
The sample request orders are submitted.
The call is closed.

You can review but you cannot edit the call details.

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Delivering Personalized Content

Delivery Presentations
This chapter describes how to use the Oracle CRM On Demand Disconnected Mobile Sales application
to deliver Personalized Content Delivery (PCD) presentations. It includes the following topics:
About Using Presentations on page 87
Previewing Presentation Content on page 89
Showing Presentations During Calls on page 90
About the Presentation Summary Page on page 92
Recording Responses to Presentations During Calls on page 92
Emailing Presentation Content on page 93
Downloading Presentation Content on page 95
About Using Presentations

You can present interactive, promotional content to clients during live calls. PCD presentations
enable you to demonstrate information about products and obtain feedback from clients about
presentations.
NOTE: If you are using animated content in your presentation, then your administrator can configure
the Oracle CRM On Demand Disconnected Mobile Sales application to preload this content or not.
You use the Interactive Details page in the Oracle CRM On Demand Disconnected Mobile Sales
application to preview PCD presentation content before showing presentations during live calls. For
more information about planning for presentation delivery, see the following topics:
Using the List to Select a Presentation on page 88
Creating a Search Query to Find Presentations on page 88
Displaying Interactive Details on page 89
You use the Detailer button on the Call Details page, contact details page, or account details page
to show presentations during a call and record responses to the presentation content. Any
presentations with a green check mark are presentations that have been previously shared with a
contact. For more information about delivering presentations during live calls, see the following
topics:

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Delivering Personalized Content Delivery Presentations About Using Presentations
NOTE: Oracle CRM On Demand Disconnected Mobile Sales supports the following file types: BMP,
JPEG, JPG, MP4, PDF, and PNG.
Using the List to Select a Presentation

application to select a presentation or messaging plan as described in the following procedure.
To use the list to select a presentation or messaging plan

1
Tap Detailer on the application banner to display the Detailer list.
Select a presentation or messaging plan by doing one of the following:
Tap a record in the Detailer list.
letter, and then tap the record that you want.
NOTE: Any presentations with a green check mark are presentations that have been previously
shared with a contact.
In all cases, the interactive details or slides in the selected presentation or messaging plan are
displayed in thumbnail format in the work area. For more information, see Displaying Interactive
Details on page 89.
To preview the presentation, tap Launch.
Creating a Search Query to Find Presentations

You can create a search query to help you find presentations or messaging plans as described in the
following procedure.
To create a search query to find presentations or messaging plans

1

All presentation or messaging plan records containing the search string are displayed
automatically in the list area.
(Optional) Refine the search criteria by specifying the Type.
Tap Look Up, then Found: N Matches.

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Content
Displaying Interactive Details

The Interactive Details page is the main page used for presentations. You can display interactive
details by using the Detailer list. Use the following procedure to display interactive details.
To display interactive details

1
Tap a presentation or messaging plan in the Detailer list.

The interactive details or slides in the selected presentation or messaging plan are displayed in
thumbnail format in the work area. The Interactive Details page includes the information shown
in the following table.
Item Name
Description
Full-Screen button
Use the Full-Screen button to preview the slides in the

presentation in full-screen mode.
Notes button
Use the Notes button to preview any key notes associated

with a slide or messaging plan.
The Notes button is represented

by a speech bubble in the Oracle
CRM On Demand Disconnected
Mobile Sales application.
Page button
NOTE: Administrators set up key notes for Messaging Plan

Items in Oracle CRM On Demand by adding text to the
Speaker Notes field.
Use the Page button to preview any related messaging plan
item.
To preview the presentation, tap Launch.
Related Topic
Previewing Presentation Content

Use the following procedure to preview and rehearse content using the Detailer button on the
application banner before delivering a presentation during a call.

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Delivering Personalized Content Delivery Presentations Showing Presentations

During Calls
To preview and rehearse content before delivering a presentation during a call

1
Tap Detailer on the application banner.

The Interactive Details or slides in the selected record are displayed in the work area in thumbnail
format.
To preview the presentation content in thumbnail format in the work area, do the following:
Tap the Notes button, if available, in the bottom-right corner of the thumbnail image to preview
any key notes associated with the slide.
Tap the Page button, if available, in the bottom-right corner of the thumbnail image to preview
any related messaging plan item.
To preview the presentation content in full-screen mode, do the following:
Tap the Full Screen button.
Use the right and left arrows to scroll through the slides in the presentation.
If you come to an embedded interactive media slide, then tap the arrow in the center of the
screen to start playing the media file. Tap the screen again to reveal buttons to navigate the
interactive media slide including the following: Pause (Play), Fast Forward, Rewind, Volume
slider.
Tap anywhere on the screen to activate the header navigation bar.

The following options are available on the header navigation bar:
Notes. Tap to display the key notes associated with a slide. Tap Notes again or anywhere
on the screen to hide the key notes.
Page. Tap to go to and preview a slides related messaging plan item. Tap Page again to
return to the slide.
Exit. Tap Exit when finished to return to the Detailer list and interactive details page.
Related Topics
Showing Presentations During Calls

Using the Detailer button on the Call Details page, contact details page, or account details page, you
can show presentations during a call and then record responses to that presentation content, as
described in the following procedure.
To show a presentation during a call

1
90
Tap Calls on the application banner to display the Calls list.

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During Calls
Tap a call in the Calls list.

All details for the selected call are displayed in the work area.
Start and deliver a presentation as follows:
Tap Detailer in the work area and review the list of available presentations.
Tap a presentation item to open it, and then tap Launch to start the presentation.
Navigate the presentation as follows:
Use the right and left arrows to scroll through the presentation.
If you come to an embedded interactive media slide, then tap the arrow in the center of the
screen to start playing the media file. Tap the screen again to show the buttons to navigate the
interactive media slide including the following: Pause (Play), Fast Forward, Rewind, Volume
slider.
Tap anywhere on the screen to activate the header navigation bar.

The following options are available on the header navigation bar:
Notes. Tap to display the key notes associated with a slide. Tap Notes again or anywhere
on the screen to hide the key notes.
Page. Tap to go to and preview a slides related messaging plan item. Tap Page again to
return to the slide.
Detailer. Tap to switch to and show another presentation.
Signature. Tap to display the Signature page where you can add or remove samples or
promotional item line items for the call, and capture the signature for samples or
promotional items dropped off as required. For more information, see Displaying the
Signature Page on page 78.
Done. Tap when finished to display the Presentation Summary page, see About the
Presentation Summary Page on page 92.
NOTE: Administrators set up key notes for messaging plan items in Oracle CRM On Demand
by adding text to the Speaker Notes field.
Use an upward swipe gesture from the bottom of the screen to activate the footer navigation bar.
The footer navigation bar is similar to a filmstrip bar and you can navigate it as follows:
Tap the right and left arrows to move forward and backward on the filmstrip.
Tap any slide on the filmstrip to open and display that slide on screen.
Use a downward gesture towards the bottom of the screen to hide the filmstrip.
You can reactivate the footer navigation bar at any point throughout the presentation by
using an upward swipe from the bottom of the screen.
NOTE: The footer navigation bar can only be activated for presentations where the Lock
Sequence option has not been selected for the messaging plan in Oracle CRM On Demand.

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Delivering Personalized Content Delivery Presentations About the Presentation

Summary Page
Related Topics
Displaying Contact Details on page 41
Displaying Account Details on page 52
About the Presentation Summary Page

When you have finished showing a presentation during a call, the Presentation Summary page opens
showing a summary of the presented material in thumbnail format and the time spent on each slide.
You can perform the following tasks from the Presentation Summary page:
Related Topics
Recording Responses to Presentations

During Calls
You use the Detailer button on the Call Details page, contact details page, or account details page
to show presentations during a call and then record responses to that presentation content. When
you have finished showing a presentation during a call, the Presentation Summary page opens
showing a summary of the presented material in thumbnail format and the time spent on each slide.
On the Presentation Summary page, you can record responses to the presentation content.
Your administrator might have configured Oracle CRM On Demand Disconnected Mobile Sales to
require a response. If your configuration does not require a response, then you can close the session.
To record responses to presentations during a call, use the following procedure.
To record responses to presentations during a call

1
Tap Done when you have finished showing the presentation.

For more information, see Showing Presentations During Calls on page 90.
The Presentation Summary page opens displaying a summary of the content that was presented
in thumbnail format and the time spent on each slide.
92
On the Presentation Summary page, log the perceived reactions to each presentation slide as
follows:

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Content
Tap the appropriate number of stars below each slide as required.

The significance of the stars is described in the following table.
Number of Stars
Indicates the following
One Star
Rejected
Two Stars
Not Interested
Three Stars
Accepted
Four Stars
Need Data
Five Stars
Continue Discussion
None
No feedback
Tap Submit.
The messaging responses are logged for the call under Call Items on the Call Details page.
When you have finished showing a presentation and when the messaging responses are
logged, a green circle with a check mark is displayed beside the presentation.
Related Topics
Emailing Presentation Content

When you have finished showing a presentation during a call, the Presentation Summary page opens
showing a summary of the presented material in thumbnail format. On the Presentation Summary
page, you can email some or all of the presentation slides to customers as required, provided that
your administrator has selected the Enable Follow Up option for Messaging Plans and the Indexed
Checkbox option for Messaging Plan Items in Oracle CRM On Demand. For more information about
how administrators email presentation content, see 1491682.1 (Article ID) Oracle CRM On Demand
Disconnected Mobile Sales Administration Guide on My Oracle Support.
To email presentation slide content, use the following procedure.
To email presentation slide content

1
Tap Done when you have finished showing the presentation.

For more information, see Showing Presentations During Calls on page 90.
The Presentation Summary page opens displaying a summary of the content that was presented
in thumbnail format and the time spent on each slide.

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Content
On the Presentation Summary page, do the following:
Log the perceived reactions to each presentation slide as required.

For more information, see Recording Responses to Presentations During Calls on page 92.
Select the slides that you want to email as follows:
To select all slides, tap Select All to Convert to PDF and Email.
To select individual slides, tap Convert to PDF and Email below each slide.
NOTE: If Enable Follow Up is not selected for the Messaging Plan and the Indexed Checkbox
option is not selected for the Messaging Plan Item in Oracle CRM On Demand, then the option
to Convert to PDF and Email is not available.
c
3
Tap Submit and Email.
On the Email page that opens, do the following:
To. Enter the email addresses of recipients in the To field.

If the Detailer session was activated from the Call Details page, then the outbound email
defaults to the email address of the current contact. You can add further email addresses as
required.
Subject. The information in the Subject field is seeded from the Audience field of the messaging
plan. Update the Subject field as required.
Body. The information in the body of the email is seeded from the Comment field of the
messaging plan. Update the message in the body of the email as required.
Tap Send.
After you have emailed the presentation content:
The Follow Up field for each messaging response or messaging plan item changes to Yes to
indicate that the messaging response item was converted to PDF and emailed.
The email and attached PDF is discarded; the information is not stored by the Oracle CRM On
Demand Disconnected Mobile Sales Server.
Related Topics
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Content
Downloading Presentation Content

If you cannot see the content in a messaging plan on your mobile device, then you must manually
download the solution records and files for the messaging plan as shown in the following procedure.
The download of solutions with messaging plans is controlled as follows by the
download.solution.with.message.plan.item system key in Oracle CRM On Demand Disconnected
Mobile Sales:
When the download.solution.with.message.plan.item system key is set to No, only the

messaging plan, messaging plan item, and messaging plan item relation records are downloaded
to the client when a lookup and download, or an initial load is performed. The solution records
and files are not downloaded to the client. In this case, users can do the following:
Review the list of available messaging plans and their information using the Detailer button
on the application banner.
Manually download the solution records and files for each messaging plan using the Download
Content button.
When the download.solution.with.message.plan.item system key is set to Yes, then the

solution records and files are automatically downloaded to client devices with the messaging
plan, messaging plan items, and messaging plan item relations when a lookup and download is
performed.
Downloading Presentation Content.

To download presentation content, use the following procedure.
To download presentation content

1
Tap Detailer on the application banner.
Tap Download Content.

The download progress is displayed in the messaging plan thumbnail image.
NOTE: If the content does not download on the first attempt, then check the connectivity state
and tap Download Content a second time.
(Optional) If you want to cancel the download process and to delete the content that is currently
downloading, then do the following:
Tap Sync Log.

The download progress for the downloading content is displayed in the work area.
Tap Cancel to cancel the download.

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Release 1.9.1
Working with Events
This chapter describes how to work with events and invitees in Oracle CRM On Demand Disconnected
Mobile Sales. It consists of the following topics:
About Events on page 97
Events Fields on page 97
About Invitees on page 98
Invitee Fields on page 99
About Events
If the Events icon appears in the vertical application banner, then you can tap it to display the events
to which you have visibility. Events are typically created in Oracle CRM On Demand, but you can add
your own in Oracle CRM On Demand Disconnected Mobile Sales. Events created in Oracle CRM On
Demand Disconnected Mobile Sales do not have all the fields available in Oracle CRM On Demand.
NOTE: The Events icon appears in the vertical application banner if it has been enabled by your
administrator.
You can display existing events or create new events.
Displaying Events
To display existing events, tap the Events icon in the vertical application banner.
Creating Events
To create a new event, tap the Add (+) icon, fill in the fields, and tap Save.
Events Fields
The following fields are available in Oracle CRM On Demand Disconnected Mobile Sales. This is a
subset of the fields available in Oracle CRM On Demand.
Field
Description
Name
Name of the event, up to 50 characters. Required field by default.
Event Objective
Limit of 500 characters. Required field by default.
Start Date
Defaults to the current date and time. Required field by default.

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Working with Events About Invitees
Field
Description
End Date
Defaults to one hour later than the current date and time. Required field by
default.
Confirm Date
Target date for sending the confirmation about the event to the invitees.
Status
The status of the event. Default values are Active, Cancelled, Completed, In
Progress, Inactive, and Planned.
Type
The type of event. Limit of 30 characters. Default values are CD_ROM

Presentation, Conference, Hospital Display, Journal Club, Lunch and Learn,
Meeting, Rounds, Seminar, Symposium, Tradeshow, and Trading.
Budget
Budget amount in the currency that you specify. The default is set to the
System currency. Your Administrator sets the currency using the Activity
Currency field.
Max Attendees
Maximum number of invitees allowed to attend this event.
ProductID
Product that you want to highlight during the event. You can select either the
product or the product category, but not both.
CME Credit
Number of Continuing Medical Education (CME) credits for this event.
Description
Limit of 250 characters.
Location
Session Details
Details regarding session. Limit of 500 characters.
Owner
The owner of the Event record.
About Invitees
If the Events icon appears in the vertical application banner, then you can tap it to display the events
and invitees to which you have visibility. Invitees are typically added to events in Oracle CRM On
Demand, but you can add your own invitees in Oracle CRM On Demand Disconnected Mobile Sales.
Invitees must first be existing contacts.
NOTE: The Events icon appears in the vertical application banner if it has been enabled by your
administrator.
You can display existing invitees or add new invitees to existing events.
Displaying Invitees
To display existing invitees, tap the Events icon in the vertical application banner, then tap
Invitees in the Related Lists section.
Adding Invitees to Existing Events
98
Display an event, tap the Add (+) icon next to Invitees, fill in the fields, and tap Save.

Release 1.9.1
Working with Events Invitee Fields
Invitee Fields
The following fields are available for invitees in Oracle CRM On Demand Disconnected Mobile Sales.
The list of fields may vary depending on what fields your administrator selects.
Field
Description
Contact
Select an existing contact from the list.
Title
Read-only. When you have selected the contact, this field displays the
contacts title.
Email Address
contacts email address.
Phone Number
contacts phone number.
Invitee Status
The status is Pending until the invitee responds.
Type
The type of event. Limit of 30 characters. Default values are CD_ROM

Presentation, Conference, Hospital Display, Journal Club, Lunch and Learn,
Meeting, Rounds, Seminar, Symposium, Tradeshow, and Trading.
Event
Read-only. Displays the name of the event.
Session Detail
Details regarding session. Limit of 500 characters.
Comments

Release 1.9.1
99
Working with Events Invitee Fields
100

Release 1.9.1
Troubleshooting the Oracle CRM

On Demand Disconnected
Mobile Sales Application
This chapter describes how to troubleshoot some common issues that might arise when using the
Oracle CRM On Demand Disconnected Mobile Sales application. It includes the following topic:
Troubleshooting Client-Activation Issues with Oracle CRM On Demand Disconnected Mobile Sales on
page 101
Troubleshooting Client-Activation
Issues with Oracle CRM On Demand
This topic contains some common errors in relation to Oracle CRM On Demand Disconnected Mobile
Sales that users might encounter when trying to access the Oracle CRM On Demand Disconnected
Mobile Sales application on their device. These errors are also recorded in the Oracle CRM On
Demand Disconnected Mobile Sales Server log file. Administrators review the Oracle CRM On Demand
Disconnected Mobile Sales Server log file for issues that must be resolved. The following problems
are covered:
Problem: Email Not Found on page 101
Problem: The Connection to the Server Failed on page 102
Problem: Invalid Login Details on page 103
Problem: Email Not Found

When signing in to Oracle CRM On Demand Disconnected Mobile Sales for the first time, the client
application shows an error message similar to the following:
Email not found. Please register with us to begin using the application.
Cause
The Activation Server cannot find the email address entered. It does not recognize the domain part
of the address (@companyxyz.com), which you must use when registering your Oracle CRM On
Demand Disconnected Mobile Sales client (or user device) with the Activation Server for the first
time.

Release 1.9.1
101
Troubleshooting the Oracle CRM On Demand Disconnected Mobile Sales Application

Troubleshooting Client-Activation Issues with Oracle CRM On Demand Disconnected Mobile
Solution
Contact your company administrator, and verify that you have the correct email address. If required,
the company administrator can create a service request on My Oracle Support (https://
support.oracle.com) to register the Oracle CRM On Demand Disconnected Mobile Sales Server with
the Activation Server. The following details are required for the registration process:
The host name or IP address of the computer that runs the Oracle CRM On Demand Disconnected
Mobile Sales Server.
The port number of the client application.
The context of the Oracle CRM On Demand Disconnected Mobile Sales Server application, for
example, mycomputer:8080/iSales.
When registered, you are given a domain, for example, @companyxyz.com.

To access and use the client application, your email address (name@companyxyz.com) must be
registered with the Activation Server.
Problem: The Connection to the Server Failed

After entering your login credentials for the Oracle CRM On Demand application, the Oracle CRM On
Demand Disconnected Mobile Sales application shows an error message similar to the following:
The connection to the server failed.
Cause
The connection to the Activation Server was successful but your user device (the Oracle CRM On
Demand Disconnected Mobile Sales client) was unable to connect to the Oracle CRM On Demand
Disconnected Mobile Sales Server by using the connection details passed from the Activation Server.
Solution
Contact your administrator and confirm that you have the correct URL for the Oracle CRM On Demand
Disconnected Mobile Sales Server, which must be in the following format:
http://isales_server_host:portnumber/isales_server_context.
For example: http://myisalescomputer:8080/isales
Open a browser on your user device, and enter the URL address for the Oracle CRM On Demand
Disconnected Mobile Sales Server. If the login page for the Admin application does not open, then
contact your administrator for assistance. You might require a VPN connection to be able to reach
your server. If the login page for the Admin application opens, then you are using the correct Oracle
CRM On Demand Disconnected Mobile Sales Server URL. In this case, create a service request on My
Oracle Support (https://support.oracle.com) with the following details:
The email address domain used to register with the Activation Server.
The host name or IP address of the computer that runs the Oracle CRM On Demand Disconnected
Mobile Sales Server.
102

Release 1.9.1

The port number of the client application.
The context of the Oracle CRM On Demand Disconnected Mobile Sales Server application, for
example:
mycomputer:8080/iSales
Problem: Invalid Login Details

After entering your login credentials for the Oracle CRM On Demand application, the Oracle CRM On
Demand Disconnected Mobile Sales application shows an error message similar to the following:
Invalid Login Details
Cause
The Oracle CRM On Demand Disconnected Mobile Sales Server and Activation Server have been
successfully contacted, but the login credentials or user name and password for the Oracle CRM On
Demand application were invalid.
Solution
Make sure that you have the correct login credentials for the Oracle CRM On Demand application.
Open a browser, and make sure that you can sign in to the Oracle CRM On Demand application by
using the same login credentials.

Release 1.9.1
103

104

Release 1.9.1
Index
A
account calls
account details 52
address information 56
contact information 55
creating 50
creating from Appointments related list 55
creating from Calls list 50
planning 49
preparing for 52
recording signatures 77
updating information in account details 54
account details, displaying 52
account relationships, displaying 49
accounts
details page 52
finding from search query 50
selecting from list 49
updating account details 54
activation 21
adding an attachment 48, 56
adding new or updating existing
accounts 54
contacts 43
adding or updating
addresses for a contact 44
addresses for an account 56
calls for a contact 43
calls for an account 55
contact best times for a contact 45
contacts for an account 55
existing calls 62
license information for a contact 45
address information
adding and updating for accounts 56
adding and updating for contacts 44
Admin application, about 11
application banner
in the Oracle CRM On Demand Disconnected
Mobile Sales application 23
Appointments related list
creating account call using 55
attachments
adding to a contact 48
adding to an account 56
attendee calls, working with 72
attendees, for calls 71

authenticating users 13
automated data synchronization 16
B
blocked products list, reviewing 47
C
call details, displaying 59
call details, updating 62
call information
adding or updating for a contact 43
adding or updating for an account 55
calls
adding new 62
checking for today 35
displaying details for 59
recording responses to presentations 92
showing presentations 90
updating details 62
Calls list
creating account calls using 50
creating contact calls using 38
Calls related list
creating contact call using 43
checking calls, for today 35
clearing and reloading data 33
clearing the Sync Log list 26
client application, Oracle CRM On Demand
Disconnected Mobile Sales 12
client-activation, resolving 101
connectivity, with network 16
contact best times, adding or updating 45
contact calls
address information 44
call details page 59
contact best times 45
contact details page 41
creating from Calls list 38
creating from Calls related list 43
license information 45
planning 37
preparing for 40
related account information 46
related blocked product information 47

Release 1.9.1
105
Index D
updating information in contact details 43

contact details, displaying 41
contact information, updating 55
contact relationships, displaying 43
contacts
details page 41
updating contact details 43
copying and emailing user device
information 21
copying calls to native calendar 32
copying contacts to user device 31
creating account calls
from Appointments related list 55
from Calls list 50
creating contact calls
from Calls list 38
from Calls related list 43
customer calls
conducting 59
planning 35
D
data synchronization 13
automatic 16
incremental 17
manual 17
deleting downloading attachments
deleting records using the list 29
displaying details
for account 52
for call 59
for signature 78
interactive, for presentations 89
26
F
forcing Oracle CRM On Demand Disconnected
Mobile Sales application to close 22
106
M
manual synchronization 17
map details, displaying 41
messaging plans
electronic signatures, recording 80

emailing presentation slides 93
enable logging 21
events 97
incremental synchronization 17
interactive details, displaying 89
L
license information, adding or updating 45
list area, in the Oracle CRM On Demand
application 23
lists
deleting records using 29
displaying 23
filtering data displayed in 25
searching for records 28
using 23
using to select accounts 49
using to select contacts 37
using to select presentations or messaging
plans 88
logging 21
looking up records in a module 33
navigating the Oracle CRM On Demand

application 23
network connectivity sensing 16
O
Oracle CRM On Demand
signing in 13
synchronizing data 13
Oracle CRM On Demand Disconnected Mobile
Sales application
about 11
clearing and reloading data 33
closing 22
copying and emailing user device
information 21
copying calls to native calendar 32
copying contacts to user device 31
deleting records 29
handling conflicts 27
home page 23
installing 12
list area 23
looking up records in a module 33
navigating the user interface 23
searching for records 28

Release 1.9.1
Index P
setting options for user device 30

signing in for the first time 13
signing in using Oracle CRM On Demand
credentials 13
signing in using Single Sign On
credentials 14
vertical application banner 23
work area 23
P
paper-based signature
enabling calls to capture 78
recording 82
personalized content delivery
about 87
animated presentation content 87
cancelling downloading presentation
content 95
displaying the Interactive Details page 89
displaying the Presentation Summary
page 92
downloading presentation content 95
emailing presentation slides 93
presentations, about 87
presentations, previewing content 89
presentations, recording responses to 92
presentations, showing 90
photo, attaching 48, 56
planning calls
for accounts 49
for contacts 37
planning presentations, for customers 87
preparing for
account calls 52
contact calls 40
presentation content, downloading 95
presentation summary, displaying 92
presentations
about 87
displaying the Interactive Details page 89
displaying the Presentation Summary
page 92
previewing 89
previously shared content 88
showing during calls 90
using animated content 87
product details, for calls 69
promotional items, for calls 67
R
recording responses to presentations 92
related account information, reviewing or
changing for a contact 46
related blocked product information,
reviewing for a contact 47
resolving client-activation issues 101
reviewing or changing, related account
information 46
reviewing the Sync Log list 26
reviewing, related blocked product
information 47
S
sample requests, for calls 66
samples dropped, for calls 63
search query
using to find accounts 50
using to find contacts 38
using to find presentations or messaging
plans 88
searching for
accounts 50
contacts 38
presentations or messaging plans 88
records using the list 28
searching for records
on the Oracle CRM On Demand Server 28
on the user device 28
selecting from list
accounts 49
contacts 37
presentations or messaging plans 88
sensing network connectivity 16
setting options for user device 30
showing presentations 90
signatures
displaying the signature page 78
enabling calls to capture paper-based 78
recording 77
recording electronic 80
recording paper-based 82
signing in to Oracle CRM On Demand 13
starting an initial data load 33
submitting calls for processing 84
Sync Log list
clearing 26
deleting attachments 26
reviewing 26
synchronization
automated 16
data 13
incremental 17
manual 17

Release 1.9.1
107
Index T
with Oracle CRM On Demand
13
T
troubleshooting, client-activation
issues 101
troubleshooting, Oracle CRM On Demand
Disconnected Mobile Sales 101
28
V
vertical application banner, in the Oracle
CRM On Demand Disconnected Mobile
Sales application 23
updating address information

for accounts 56
for contacts 44
updating contact best times 45
updating contact information 55
updating details
for accounts 54
for calls 62
for contacts 43
updating license information 45
updating related account information 46
user authentication 13
108
user device, deleting records 29

user device, searching for records
work area, in the Oracle CRM On Demand

application 23
working with
animated presentation content 87
attendee calls 72
attendees for calls 71
product details for calls 69
promotional items for calls 67
sample requests for calls 66
samples dropped for calls 63

Release 1.9.1

Oracle Disconnected Mobile Sales Start

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CRM On Demand

Getting Started with

Copyright 2005, 2015 Oracle. All rights reserved.

Getting Started with Oracle CRM On Demand Disconnected Mobile Sales 1

Whats New in This Release

Getting Started with the Oracle CRM On

About Oracle CRM On Demand Disconnected Mobile Sales

Signing In and Synchronizing Data for the First Time 13

Navigating the Oracle CRM On Demand

Filtering Data Displayed in Lists

Getting Started with Oracle CRM On Demand Disconnected Mobile Sales

Clearing the Sync Log List 26

Searching for Records

Setting Options for the User Device

Copying Contacts to the Address Book on a User Device 31

Starting an External Application

About Customizing Oracle CRM On Demand Disconnected Mobile Sales

Planning Customer Calls

Checking the Appointments for Today

Using the List to Select a Contact 37

Preparing for a Contact Call

Displaying Contact Details 41

Planning Account Calls

About Account Relationships 49

Getting Started with Oracle CRM On Demand Disconnected Mobile Sales

Creating Account Calls

Preparing for an Account Call

Displaying Account Details 52

Conducting Customer Calls

Displaying Call Details

Adding New or Updating Existing Calls

Working with Samples Dropped for Calls

Working with Sample Request Orders for Calls

Working with Promotional Items Dropped for Calls

Working with Attendees for Account Calls

Working with Attendee Calls for Parent Account Calls

Creating Attendee Calls for Parent Account Calls 73

Recording Signatures for Calls

Enabling Calls to Capture Paper-Based Signatures

Submitting a Call for Processing

Delivering Personalized Content Delivery

About Using Presentations

Using the List to Select a Presentation 88

Getting Started with Oracle CRM On Demand Disconnected Mobile Sales

Previewing Presentation Content

Showing Presentations During Calls

About the Presentation Summary Page

Recording Responses to Presentations During Calls

Downloading Presentation Content

Working with Events

Troubleshooting the Oracle CRM On Demand

Troubleshooting Client-Activation Issues with Oracle CRM On Demand Disconnected

Getting Started with Oracle CRM On Demand Disconnected Mobile Sales

Whats New in This Release

Whats New in Getting Started with Oracle CRM On Demand

Signing In and Synchronizing

Modified topic. Updated to describe how to sign into Oracle CRM

Copying and Emailing User

New topic. Updated to describe how to copy the user device

Closing the Oracle CRM On

Modified topic. Updated steps on how to force the Oracle CRM

Displaying Lists on page 23

Modified topic. Added Maps and Tasks to the list of buttons

Filtering Data Displayed in Lists