Oracle CRM Interview Questions

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Oracle CRM Interview Questions

1Q) How is oracle istore and oracle inventory-related?

Ans: Oracle inventory is tightly integrated with Oracle iStore. All the products (items in inventory terms) are first defined in inventory. Items not part of inventory are not visible in iSTore. The attributes should be set appropriately as per the requirement. The category sets should be defined as per the iSTore requirement.

2Q) What is the flow of service contract?

Ans: To create a Service Contract below are the various setup must have defined

Create a Contract (Service agreement or Extended or subscription) depends on the business requirement

Enter the service line item defined in inventory as service coverage

Enter Line> Effectivity> item for which the service contract is required

Enter the pricelist, Sales credit, etc.

Check for QA

Submit for approval

Check the status of the contract is "Active"

3Q) Does Order Management (OM) and iPayment support credit card RMA’s?

Ans: OM does not support credit card RMAs right now.

4Q) When processing an RMA to Oracle Receivables, will the original price be used if the item price amount has changed?

Ans: You have only one option of pricing when doing an RMA: Price as of current date.

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5Q) What is the difference between transaction types and order cycles?

Ans: The order cycle was used in previous releases. For release 11I, Order Management started to use Oracle Workflow to control the cycles. The name of the order cycle was replaced by transaction type. Its configuration has also changed. To see more information about it you can see the Oracle Workflow Guide release 2.5 and the Order Management User Guide.

6Q) What is the default for Tax Event under the Finance tab if it is null?

Ans: The default is Entering.

7Q) If Order Cycles no longer exist, how does a user associate a hold with the order life cycle?

Ans: Order Cycles are replaced by Workflow. Holds are implemented much the same way as in Release 10 and 11, except they are associated with workflow activities instead of cycle actions.

8Q) How does workflow handle hold?

Ans: When seeded workflow functional activities that honor holds, come across generic or activity-specific holds, they will complete with an ‘On Hold’ result. They are then transitioned back, either to an eligibility activity or a wait activity.

(e.g. when booking crosses, a hold, it transitions back to ‘Book – Eligible’)

(e.g. when the Invoice Interface Line crosses a hold, it transitions to a wait activity)

The Ship-Line activity is an exception to this; it remains in a notified state.

9Q) Why doesn’t a newly created hold appear in the List of Values (LOV) when trying to apply or remove the hold?

Ans: When a new hold with NO responsibility to Apply, and Remove the hold has been created, then any responsibility can Apply and Remove the hold. However, if the newly created hold is assigned responsibility to one of the functions, this does not mean any responsibility can perform the corresponding function.

EXAMPLE I: Create hold – Management Review Assign Order Management Super User the ability to apply the hold. Result: Order Management Super User Can Apply the hold, but no one can remove the hold.

EXAMPLE II: Create hold – Management Review Assign Order Management Super User the ability to remove the hold. Result: No one can Apply the hold and only Order Management Super User Can Remove the hold. Thus, if assigning a responsibility to Apply a hold, the user will need to create a corresponding entry with a responsibility to remove the hold. If assigning a responsibility to Remove a hold, a corresponding entry with a responsibility to Apply the hold will need to be created.

10Q) How can one view hold for an order or line in Order Management Release 11i application?

Ans: Orders Organizer

Query for an order number on the Main tab

Click on Actions button

Click on Additional Line Information, or Additional Header Information (depending on if it is line or order hold).

Click on Holds tab

All lines/orders will show the Hold Source history here.

Hold Comments/Release Comments are shown here too.

11Q) How can one Remove an Item from a Hold Source?

Ans: There is an item that was previously setup in the Order Management Release 11i application to go “on hold” every time an order is entered for that item. Now, it was decided that this item should no longer go on hold.

12Q) How can the hold source be removed for that item?

Ans: Orders Organizer

On Find Orders form, Click the ‘Holds Information’ tab

Using LOV on Hold Name, select the correct Hold Name

Click on ‘Hold Sources’

Enter a Release ReasonClick on the ‘Release Button’.

All orders with this Hold Source (example: orders with lines on item hold) will be released from hold. In addition, this hold source will NOT be used for future orders.

13Q) Why doesn’t a seeded system hold name show in the LOV?

Ans: Only user-defined holds are listed in the LOV. For example, since Credit Check is a system-defined hold, it is not allowed to be applied manually.

14Q) The Hold Checkbox is missing on the Sales Order Header and/or the Sales Order Line?

Ans: When a newly created sales order goes on hold, the user will not see the hold unless one navigates to the Actions / Additional Order Information button. The hold MUST be visible on the Sales Order header as well as the Sales Order line to which the hold applies (as it did in Release 10.7, 11).

To clarify one thing: In R10.7/R11.0, the user would see the HOLD checkbox at the order level, and at the line level, and IN ADDITION, the user could press the HOLD button to see the hold details. In R11i, the user can ONLY see the hold details in Additional Order Information.

15Q) Using Global ATP, can the sourcing rules consider the ship-to location of the customer?

Ans: Yes, one of the factors that can be used in the scoping rules is ship-to.

16Q) Can a scheduled (ATP’d) sales order line be automatically rescheduled?

Ans: Rescheduling for a sales order line is required due to an exception somewhere within the Supply Chain. As in past releases, a change in supply will not automatically trigger rescheduling. If some demand is scheduled against a source of supply that fails to be delivered, rescheduling will continue to be manual triggered.

17Q) If the value set is of type table, then how many tables can we attach in the value set?

Ans: If the Value set is of table type then we can attach as many tables as required by joining them to form the inline view.

18Q) Which is a better career move, Oracle Apps or Siebel?

Ans: Learn basics of Oracle CRM like TCA architecture,Resource Management, etc because the future product from Oracle i.e. Fusion Apps(Customer Data Model)is based on Oracle CRM(EBS - R12), and the rest of the functionality is based on Siebel

19Q) How many Components are there in Service Contract?

Ans: A contract lifecycle includes



Entitlement / Fulfillment



Managing Contracts

20Q) Is it possible to receive an RMA through the API and have the RMA progressed?

Ans: No. RMA Receipts are not supported in Receiving an Open interface. While saving through the forms in Immediate mode, certain actions are taken to update the Order Management tables which will not happen if an API is used to populate the rcv tables. This is true for Batch mode also.

21Q) Why is the Return Activity Form blank after a return is received?

Ans: The Additional Line Info > Return Activity will show data for the Outbound line against which the Return is created. This screen won’t show information for a Return Line. So query the Order/Line against which the RMA is created and go to Additional Line Info -> Return Activity. You will see the details about the return lines for that outbound line.

When a return is created from an outgoing order, and that order is received, the receiving activity appears on the Return Activity form of the original order (the one you copied from).

22Q) When doing a return for an ATO Model, we see in the LOV both the Top model and the newly configured item are available for return. Why?

Ans: The TOP Model Line is not shippable but has a price on it to generate the credit. But the Configured item is shippable and is the one which is received as an RMA in the Warehouse but it has no price on it So it doesn’t generate the credit? It acts as a fulfillment (pre-condition) for issuing credit on the TOP model line RMA.

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