1. Proven Solutions for Complex Customer Relationship Structures Roger Hartman, INRANGE Consulting April 16, 2007

2. Agenda Executive Summary Objectives TCA Overview Modeling Approaches Key Challenges Solutions Conclusions Questions & Answers

3. Executive Summary TCA customer data is core to EBS Structure allows for significant granularity and flexibility Challenge of leveraging the TCA Resulting usability Issues

4. Objectives Provide TCA Overview relevant to this topic Acknowledge TCA Customer Modeling Approaches Identify Key Challenges Review Specific Solutions

5. TCA Overview Introduced with EBS Release 11i Inclusion of Party Layer Ability to establish Party Relationships Account Layer separate from Party Layer Account Relationships

6. TCA Overview – Logical Model Party Person Party Relationship Organization Account Party Account Relationship

7. TCA Overview - Terminology Party - person, organization, relationships Account - customer financial details Party Relationship - establishes the relationship between two parties Account Relationship - establishes the relationship between two accounts

8. TCA Overview – Party Layer Details independent of our selling relationship Separates these details from account record Allows for significant modeling effectiveness

9. TCA Overview – Account Layer Financial details specific to our selling relationship Traditional R10.7/11.0.3 Customer Cannot exist without Party record

10. TCA Overview – Party Relationships Describes relationship between two parties Unlimited number of relationships between parties Unlimited number of relationship types Relationship is separate entity

11. TCA Overview – Account Relationships Allows for transactional shipping and billing relationship between accounts Less flexible than Party Relationships Essential to customer modeling in 11i

12. Modeling Approaches Various acceptable modeling approaches Child Sites Approach Customer Organization Entities as Parties Clear “Best Practice” approach for B2B

13. Child Sites Model Headquarters Subsidiary1 Subsidiary2 Subsidiary3 Party Account Site Headquarters

14. Best Practice Model Subsidiary2 Subsidiary3 Party Account Site Headquarters Sub3 Sub2Sub1 Site Headquarters Subsidiary1 Party Relationship Account Relationship

15. Best Practice Approach Most organizational entities modeled as parties Any entities with DUNS number modeled as parties Offers significant flexibility and power Introduces significant usability concerns

16. Key Challenges Challenges can arise around usability, interfaces, integration, reporting, performance, etc. Our focus today is usability

17. Key Challenges - Usability Difficulty searching for and finding customer records Visibility to the associated account or party layer Require additional details about the relationship Require additional details about the organizational structure

18. Solutions Broad and universal impact Simple to moderately complex Consistency in model is key Standard functionality and extended functionality Customizations should be avoided when possible

19. Sample Organization Structure Global Ultimate Subsidiary1 Level 1 Domestic Ultimate Subsidiary3 Level 1 Subsidiary2 Level 1 Subsidiary2 Level 2 Subsidiary2 Level 2

20. Solutions Grouped into the following: –Finding the Correct Party –Identifying the Correct Account –Understanding the Party Relationships and Structure –Account Layer Visibility –Party/Account Structure Exceptions

21. Finding the Correct Party Increased number of parties means more difficulty distinguishing between records Party name should be proper name Address Line option can be effective in some cases

22. Finding the Correct Party Extend standard search capabilities to include additional name details in results Universal Search is common to several EBS modules

23. Finding the Correct Party

24. Spreadtable Modifications Standard capability within the EBS Include values in the datasource relational view Include values from other tables by joining to key in the datasource view Be mindful of performance impact

25. Spreadtable Modifications

26. Identifying the Correct Account Introduction of Party Layer means less focus on customer account number Common concern with upgrades from 10.7 or 11.0.3 Account number not included in many standard search capabilities

27. Identifying the Correct Account Add Account Number to Universal Search results Extend seeded Spreadtables to accomplish Assume in this model most parties have only one account If multiple accounts, display earliest active record

28. Identifying the Correct Account Expose Account Number in standard Universal Work Queue (UWQ) nodes The UWQ is common across EBS product families Deliver work to application users Gain efficiencies by adding necessary details

29. Identifying the Correct Account

31. Understanding Party Relationships Party Relationships allow for significant modeling flexibility Standard EBS functionality is insufficient for users to fully understand existing relationships Example: inbound sales lead call

32. Understanding Party Relationships Objective to allow users to view and maintain additional relationship detail Define DFF on Relationship Available on standard eBusiness Center (eBC) Relationship tab

33. Understanding Party Relationships

34. Standard Relationship forms display immediate relationships only eBC allows hyperlink access to related parties Users require more information and simple access

35. Understanding Party Relationships Customer Support Dashboard –Accessible from forms such as Contact Center, eBC, At-a-Glance –Easily extended by defining new Customer Profile Variables –Includes Drilldown capabilities

36. Understanding Party Relationships Sample Dashboard Profile Variables –Global Ultimate –Domestic Ultimate –Levels to GU –Levels to DU

37. Understanding Party Relationships

38. Dashboard Modifications

39. Understanding Party Relationships Add similar logic to standard UWQ nodes –Tasks –Leads –Opportunities

40. Understanding Party Relationships

41. Party Structure Details Users benefit significantly from increased access to details relevant to the overall structure Leverage the Dashboard to include: –Critical Customer within Structure –Open SR’s within Structure –Escalated SR’s within Structure –Open Opportunities within Structure

42. Party Structure Details

43. Account Layer Visibility Users require visibility to account details Customer Standard form, eBC Account tab often excluded from most users Continue to leverage Dashboard to include Account detail

44. Account Layer Visibility

45. Adding the Account Layer TCA model requires manageable process to initiate Account creation

46. Adding the Account Layer

47. Conclusions The TCA best practice approach is highly desirable This approach leads to usability issues not addressed by standard EBS functionality The solutions offered address universal usability concerns These solutions are reusable and can be replicated across additional EBS areas

48. Questions & Answers roger_hartman@inrangeconsulting.com