Service Contracts 1

R12 Oracle Service Contracts
Fundamentals
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Volume 1 - Student Guide
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D50572GC10
Edition 1.0
October 2007
D52685
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Copyright Oracle Corporation, 2007. All rights reserved.

This documentation contains proprietary information of Oracle Corporation. It is provided under a license agreement containing
restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited. If this
documentation is delivered to a U.S. Government Agency of the Department of Defense, then it is delivered with Restricted Rights
and the following legend is applicable:
Restricted Rights Legend
Use, duplication or disclosure by the Government is subject to restrictions for commercial computer software and shall be deemed
to be Restricted Rights software under Federal law, as set forth in subparagraph (c)(1)(ii) of DFARS 252.227-7013, Rights in
Technical Data and Computer Software (October 1988).
This material or any portion of it may not be copied in any form or by any means without the express prior written permission of the
Education Products group of Oracle Corporation. Any other copying is a violation of copyright law and may result in civil and/or
criminal penalties.
If this documentation is delivered to a U.S. Government Agency not within the Department of Defense, then it is delivered with
Restricted Rights, as defined in FAR 52.227-14, Rights in Data-General, including Alternate III (June 1987).
The information in this document is subject to change without notice. If you find any problems in the documentation, please report
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Oracle Corporation does not warrant that this document is error-free.
Oracle and all references to Oracle Products are trademarks or registered trademarks of Oracle Corporation.
All other products or company names are used for identification purposes only, and may be trademarks of their respective owners.
Author
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Stacey Tucker-Blosch
Technical Contributors and Reviewers
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Conor Nolen, Aaron Swartz

This book was published using:
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Table of Contents
Overview of the Service Contract Management Process .............................................................................1-1
Overview of the Service Contract Management Process...............................................................................1-2
Objectives ......................................................................................................................................................1-3
Author to Sign Service Contract Flow...........................................................................................................1-4
Quote to Warranty / Extended Warranty Flow ..............................................................................................1-6
Expiring Contract to Renewal Flow ..............................................................................................................1-8
Change or Terminate Contract Flow .............................................................................................................1-10
Service Request to Resolution Flow..............................................................................................................1-12
Goals of Oracle Service Contracts.................................................................................................................1-14
Contract Related Terms .................................................................................................................................1-16
Oracle Service Contracts in the E-Business Suite .........................................................................................1-17
Agreements and Lines Supported by Oracle Service Contracts ....................................................................1-19
Warranties and Extended Warranties ............................................................................................................1-21
Phases Overview............................................................................................................................................1-22
Guided Demonstration - Setting Up a Service Contracts User ..................................................................1-23
Practice 1 Overview: Setting Up a Service Contracts User ..........................................................................1-28
Practice - Setting Up a Service Contracts User..........................................................................................1-29
Solution Setting Up a Service Contracts User ........................................................................................1-31
Contract Phases .............................................................................................................................................1-39
Authoring Components..................................................................................................................................1-41
Standard Coverage.........................................................................................................................................1-42
Pricing and Billing.........................................................................................................................................1-44
Contract Terms ..............................................................................................................................................1-45
Contract Approvals........................................................................................................................................1-46
Execution Window ........................................................................................................................................1-47
Administration Components Overview .........................................................................................................1-48
Renewals........................................................................................................................................................1-49
Expiration, Extension, Termination...............................................................................................................1-50
Authoring and Signing Contracts Demonstration..........................................................................................1-51
Guided Demonstration - Authoring and Signing a Service Contract.........................................................1-52
Guided Demonstration - Authoring and Signing a Subscription Contract.................................................1-65
Practice 2 Overview: Authoring and Signing a Service Contract.................................................................1-72
Practice - Authoring and Signing a Service Contract ................................................................................1-73
Solution Authoring and Signing a Service Contract...............................................................................1-78
Practice 3 Overview: Authoring and Signing a Subscription Contract.........................................................1-99
Practice - Authoring and Signing a Subscription Contract ........................................................................1-100
Solution Authoring and Signing a Subscription Contract.......................................................................1-104
Creating an Order and Standard Warranty Demonstration ............................................................................1-117
Guided Demonstration - Creating an Order and Standard Warranty .........................................................1-118
Practice 4 Overview: Creating an Order and Standard Warranty .................................................................1-122
Practice - Creating an Order and Standard Warranty ................................................................................1-123
Solution Creating an Order and Standard Warranty ...............................................................................1-125
Creating an Order and Extended Warranty Demonstration ...........................................................................1-132
Guided Demonstration - Creating an Order and Extended Warranty ........................................................1-133
Practice 5 Overview: Creating an Order and Extended Warranty ................................................................1-139
Practice - Creating an Order and Extended Warranty................................................................................1-140
Solution Creating an Order and Extended Warranty ..............................................................................1-142
Terminating a Contract Demonstration .........................................................................................................1-150
Guided Demonstration - Terminating a Contract ......................................................................................1-151
Practice 6 Overview: Terminating a Contract ..............................................................................................1-152
Practice - Terminating a Contract..............................................................................................................1-153
Solution Terminating a Contract.............................................................................................................1-154
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Copyright Oracle, 2007. All rights reserved.
R12 Oracle Service Contracts Fundamentals Table of Contents

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Verifying Service Entitlement Demonstration...............................................................................................1-156

Guided Demonstration - Verifying Service Entitlement............................................................................1-157
Practice 7 Overview: Verifying Service Entitlement....................................................................................1-158
Practice - Verify Service Entitlement ........................................................................................................1-159
Solution Verify Service Entitlement.......................................................................................................1-160
Cascading Change Attributes for a Service Contract Demonstration ............................................................1-163
Guided Demonstration - Cascading Change Attributes for a Service Contract .........................................1-164
Practice 8 Overview: Cascading Change Attributes for a Service Contract .................................................1-166
Practice - Cascading Change Attributes for a Service Contract.................................................................1-167
Solution Cascading Change Attributes for a Service Contract ...............................................................1-168
Summary........................................................................................................................................................1-171
Managing the Negotiation Process .................................................................................................................2-1
Managing the Negotiation Process ................................................................................................................2-2
Objectives ......................................................................................................................................................2-3
Explaining the Negotiation Workflow...........................................................................................................2-4
Negotiation Stages for New Contracts...........................................................................................................2-5
Negotiation Phases for a Renewed Contract..................................................................................................2-6
Explaining the Negotiation Phases and Statuses ...........................................................................................2-8
Summary........................................................................................................................................................2-11
Using the Administrator Workbench and Explaining the Customer Acceptance Portal..........................3-1
Using the Administrator Workbench and Explaining the Customer Acceptance Portal................................3-2
Objectives ......................................................................................................................................................3-3
Overview .......................................................................................................................................................3-4
Administrator Workbench .............................................................................................................................3-5
Notifications ..................................................................................................................................................3-6
My In Process Contracts................................................................................................................................3-8
Guided Demonstration - Using the Administrator Workbench .................................................................3-10
Practice Overview: Using the Administrator Workbench ............................................................................3-16
Practice - Using the Administrator Workbench.........................................................................................3-17
Solution Using the Administrator Workbench........................................................................................3-18
Service Contracts HTML User Pages............................................................................................................3-29
Customer Acceptance Portal..........................................................................................................................3-30
Guided Demonstration - Accessing the Customer Acceptance Portal.......................................................3-32
Summary........................................................................................................................................................3-33
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Managing the Contract Lifecycle ...................................................................................................................4-1

Managing the Contract Lifecycle ..................................................................................................................4-2
Objectives ......................................................................................................................................................4-3
Mass Changes................................................................................................................................................4-4
Mass Change Update Level ...........................................................................................................................4-5
Mass Change Attributes.................................................................................................................................4-6
Guided Demonstration - Performing a Mass Change to a Service Contract..............................................4-8
Practice 1 Overview: Performing a Mass Change to a Service Contract......................................................4-10
Practice - Performing a Mass Change to a Service Contract .....................................................................4-11
Solution Performing a Mass Change to a Service Contract....................................................................4-12
Change Requests ...........................................................................................................................................4-16
Guided Demonstration - Initiating a Change Request ...............................................................................4-17
Practice 2 Overview: Initiating a Change Request .......................................................................................4-21
Practice - Initiating a Change Request.......................................................................................................4-22
Solution Initiating a Change Request .....................................................................................................4-24
Contract Versions ..........................................................................................................................................4-28
Returns and Credits .......................................................................................................................................4-29
Changing Contract Statuses...........................................................................................................................4-30
Where Do Contract Groups Fit In?................................................................................................................4-31
Defining Contract Groups .............................................................................................................................4-32
Maintaining Contract Groups ........................................................................................................................4-33
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Guided Demonstration - Maintaining Contract Groups.............................................................................4-34

Practice 3 Overview: Maintaining Contract Groups.....................................................................................4-37
Practice - Maintaining Contract Groups ....................................................................................................4-38
Solution Maintaining Contract Groups...................................................................................................4-40
Summary........................................................................................................................................................4-45
Setting Up Global Contracts Defaults............................................................................................................5-1
Setting Up Global Contracts Defaults ...........................................................................................................5-2
Objectives ......................................................................................................................................................5-3
Global Contracts Defaults..............................................................................................................................5-4
Overview Of Defaulting Levels.....................................................................................................................5-5
Global Contracts Defaults Window Layout...................................................................................................5-6
Global Field Categories and Main Fields ......................................................................................................5-7
Global Field Categories: Renewal .................................................................................................................5-8
Global Field Categories: Pricing/Billing .......................................................................................................5-10
Global Field Categories: Online Acceptance Process...................................................................................5-12
Global Field Categories: Thresholds .............................................................................................................5-13
Global Field Categories: Integration..............................................................................................................5-14
Guided Demonstration - Defining Global Contracts Defaults ...................................................................5-15
Setting Up Profile Options for Renewal Defaults..........................................................................................5-17
Summary........................................................................................................................................................5-19
Confirming E-Business Suite Setups for Oracle Service Contracts ............................................................6-1
Confirming E-Business Setups for Oracle Service Contracts........................................................................6-2
Objectives ......................................................................................................................................................6-3
General Setups...............................................................................................................................................6-4
System Administrator ....................................................................................................................................6-5
Key Flexfields ...............................................................................................................................................6-6
Calendars .......................................................................................................................................................6-8
Currencies and Set of Books..........................................................................................................................6-9
Organizations.................................................................................................................................................6-10
Employees .....................................................................................................................................................6-11
Confirming Setups in the Oracle E-Business Suite .......................................................................................6-12
Oracle Inventory ............................................................................................................................................6-13
Oracle Bills of Material .................................................................................................................................6-14
Oracle Work in Process .................................................................................................................................6-15
Oracle Order Management ............................................................................................................................6-16
Oracle Advanced Pricing...............................................................................................................................6-17
Oracle Receivables ........................................................................................................................................6-18
Oracle TeleService ........................................................................................................................................6-19
Notes..............................................................................................................................................................6-20
Resource Manager .........................................................................................................................................6-21
Oracle Installed Base .....................................................................................................................................6-22
Oracle Depot Repair ......................................................................................................................................6-23
Oracle Complex Maintenance, Repair, and Overhaul (Optional)..................................................................6-24
Summary........................................................................................................................................................6-25
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Listing the Oracle Service Contracts Setup Steps.........................................................................................7-1

Listing the Oracle Service Contracts Setup Steps..........................................................................................7-2
Objectives ......................................................................................................................................................7-3
Oracle Service Contracts Implementation Setups..........................................................................................7-4
Summary........................................................................................................................................................7-5
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Mapping Time Units of Measure....................................................................................................................8-1

Mapping Time Units of Measure...................................................................................................................8-2
Objectives ......................................................................................................................................................8-3
Where Are Time Units Used?........................................................................................................................8-5
Mapping Time Units......................................................................................................................................8-6
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Summary........................................................................................................................................................8-8
Setting Up Statuses and Operations...............................................................................................................9-1
Setting Up Statuses and Operations...............................................................................................................9-2
Objectives ......................................................................................................................................................9-3
Purpose of Statuses and Operations...............................................................................................................9-5
Status and Status Type - Terms .....................................................................................................................9-6
Category and Operation - Terms ...................................................................................................................9-8
Allowable Operations for a Status .................................................................................................................9-9
Status and Operations Setup ..........................................................................................................................9-10
Summary........................................................................................................................................................9-11
Guided Demonstration - Setting Up Statuses and Operations ...................................................................9-12
Practice Overview: Setting Up Statuses and Operations ..............................................................................9-14
Practice - Setting Up Statuses and Operations...........................................................................................9-15
Solution Setting Up Statuses and Operations .........................................................................................9-17
Setting Up Processes and Quality Assurance Checklists..............................................................................10-1
Setting Up Processes and Quality Assurance Checklists...............................................................................10-2
Objectives ......................................................................................................................................................10-3
Where are Processes and the QA Checklist Used? ........................................................................................10-5
Defining Processes ........................................................................................................................................10-6
Defining a Quality Assurance Checklist........................................................................................................10-8
Summary........................................................................................................................................................10-9
Guided Demonstration - Creating a Quality Assurance Checklist.............................................................10-10
Practice Overview: Creating a Quality Assurance Checklist........................................................................10-11
Practice - Creating a Quality Assurance Checklist ....................................................................................10-12
Solution Creating a Quality Assurance Checklist...................................................................................10-14
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Setting Up Parties. Roles, and Sources ..........................................................................................................11-1

Setting Up Parties, Roles, and Sources..........................................................................................................11-2
Objectives ......................................................................................................................................................11-3
Purpose of Parties, Roles, and Sources..........................................................................................................11-5
Party and Contact Roles Codes......................................................................................................................11-6
Assigning Role Sources.................................................................................................................................11-8
Guided Demonstration - Setting Up Party Roles and Sources...................................................................11-9
Practice Overview: Setting Up Party Roles and Sources..............................................................................11-11
Practice - Setting Up Party Roles and Sources ..........................................................................................11-12
Solution Setting Up Party Roles and Sources.........................................................................................11-14
Contract Security ...........................................................................................................................................11-17
Contract Category Terms...............................................................................................................................11-18
Assigning Responsibilities to Categories ......................................................................................................11-19
Example of Category Setup ...........................................................................................................................11-20
Contract Level Security Overview ................................................................................................................11-21
Guided Demonstration - Assigning Contract Access ................................................................................11-22
Summary........................................................................................................................................................11-24
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Setting Up Standard Coverage and Subscription Templates ......................................................................12-1

Setting Up Standard Coverage and Subscription Templates .........................................................................12-2
Objectives ......................................................................................................................................................12-3
What is Standard Coverage?..........................................................................................................................12-5
Where Does Standard Coverage Fit In? ........................................................................................................12-6
Prerequisites for Standard Coverage..............................................................................................................12-7
Standard Coverage Overview ........................................................................................................................12-8
Standard Coverage Form ...............................................................................................................................12-11
Main General Fields ......................................................................................................................................12-12
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Warranty Area Fields.....................................................................................................................................12-13

Warranty Inheritance Examples ....................................................................................................................12-15
Rules Area Fields...........................................................................................................................................12-16
New Contracts Created by Transfer Options .................................................................................................12-17
Preventive Maintenance Area Fields .............................................................................................................12-18
Business Process Area Fields ........................................................................................................................12-19
Standard Coverage Tabs ................................................................................................................................12-20
Coverage Times Fields ..................................................................................................................................12-21
Reaction Times Fields ...................................................................................................................................12-23
Resolution Fields ...........................................................................................................................................12-24
Resources Fields ............................................................................................................................................12-25
Billing Types Fields.......................................................................................................................................12-26
Guided Demonstration - Creating Standard Coverage ..............................................................................12-27
Practice 1 Overview: Creating Standard Coverage ......................................................................................12-29
Practice - Creating Standard Coverage ......................................................................................................12-30
Solution Creating Standard Coverage.....................................................................................................12-33
Defining a Subscription Template .................................................................................................................12-37
Guided Demonstration - Creating a Subscription Template ......................................................................12-38
Practice 2 Overview: Creating a Subscription Template ..............................................................................12-39
Practice - Creating a Subscription Template .............................................................................................12-40
Solution Create a Subscription Template ...............................................................................................12-41
Summary........................................................................................................................................................12-42
Setting Up Items ..............................................................................................................................................13-1
Setting Up Items ............................................................................................................................................13-2
Objectives ......................................................................................................................................................13-3
Inventory Items for Oracle Service Contracts ...............................................................................................13-5
Service Items .................................................................................................................................................13-6
Usage Items ...................................................................................................................................................13-7
Subscription Items .........................................................................................................................................13-8
Warranty Items ..............................................................................................................................................13-9
Serviceable Items...........................................................................................................................................13-10
Attaching Warranties to Serviceable Items in Oracle Bills of Material.........................................................13-11
Labor Items....................................................................................................................................................13-12
Pricing Items for Oracle Service Contracts ...................................................................................................13-13
Pricing Service Items Example......................................................................................................................13-14
Miscellaneous Pricing Examples ...................................................................................................................13-15
Usage Item Pricing Example .........................................................................................................................13-16
Point and Range Price Break Example ..........................................................................................................13-17
Counter Groups and Counters .......................................................................................................................13-18
Summary........................................................................................................................................................13-20
Guided Demonstration - Creating Inventory Items....................................................................................13-21
Practice Overview: Creating Inventory Items...............................................................................................13-26
Practice - Creating Inventory Items ...........................................................................................................13-27
Solution Creating Inventory Items..........................................................................................................13-32
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Performing Additional Setups ........................................................................................................................14-1

Performing Additional Setups .......................................................................................................................14-2
Objectives ......................................................................................................................................................14-3
Where Does Autonumbering Fit In?..............................................................................................................14-5
Autonumbering Contracts Overview .............................................................................................................14-6
Autonumbering Features Overview...............................................................................................................14-7
Autonumbering Example...............................................................................................................................14-9
Key Autonumbering Rules ............................................................................................................................14-10
Autonumbering Setup Process.......................................................................................................................14-12
Guided Demonstration - Setting Up Contract Autonumbering..................................................................14-13
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Where Does Service Availability Fit In? .......................................................................................................14-14

Service Availability .......................................................................................................................................14-15
Guided Demonstration - Setting Up Service Availability..........................................................................14-16
What is Cotermination? .................................................................................................................................14-17
Where is Cotermination Used?......................................................................................................................14-18
Customer and System Cotermination ............................................................................................................14-19
Guided Demonstration - Setting Up Service Cotermination......................................................................14-21
Minimum Service Duration ...........................................................................................................................14-22
Minimum Service Duration Cotermination Example ....................................................................................14-23
Multi-Org Access Control .............................................................................................................................14-24
Applications Management Engine (AME) ....................................................................................................14-26
Summary........................................................................................................................................................14-28
Describing Billing and Pricing........................................................................................................................15-1
Describing Billing and Pricing ......................................................................................................................15-2
Objectives ......................................................................................................................................................15-3
How Billing Affects Service Contracts .........................................................................................................15-5
Billing Schedule ............................................................................................................................................15-6
Partial Periods for Billing ..............................................................................................................................15-7
Billing Levels ................................................................................................................................................15-8
Where Do Billing Profiles Fit In?..................................................................................................................15-10
Billing Profile Fields .....................................................................................................................................15-11
Billing Profile Examples (Main Fields).........................................................................................................15-12
Guided Demonstration - Setting Up a Billing Profile................................................................................15-13
Practice Overview: Setting Up a Billing Profile...........................................................................................15-14
Practice - Setting Up a Billing Profile .......................................................................................................15-15
Solution Setting Up a Billing Profile ......................................................................................................15-16
Service Contracts Billing...............................................................................................................................15-18
Usage Billing .................................................................................................................................................15-19
Invoice Level Loading...................................................................................................................................15-20
Enabling Invoice Previewing.........................................................................................................................15-21
Billing Setups in Oracle Receivables.............................................................................................................15-22
Transaction Types..........................................................................................................................................15-23
Batch Transaction Sources ............................................................................................................................15-24
Transaction Flexfield Segments ....................................................................................................................15-25
Pricing Service, Subscription, and Usage Items ............................................................................................15-27
Optional Pricing Setups .................................................................................................................................15-28
Partial Periods for Pricing..............................................................................................................................15-29
Credit Card Support.......................................................................................................................................15-30
Bill Presentment Architecture........................................................................................................................15-32
Summary........................................................................................................................................................15-33
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Generating Contract Renewals ......................................................................................................................16-1

Generating Contract Renewals ......................................................................................................................16-2
Objectives ......................................................................................................................................................16-3
Overview of E-mails Sent to Customers........................................................................................................16-5
Templates for Communications Generated by the Negotiation Workflow....................................................16-7
Template Set..................................................................................................................................................16-9
Specify How to Use the Template Set ...........................................................................................................16-10
Renewal Processes.........................................................................................................................................16-11
Key Global Contract Defaults Regions and Tabs for Renewals ...................................................................16-12
How the Renewal Rules Work ......................................................................................................................16-13
Automatic Renewals Setup............................................................................................................................16-15
Process Definition..........................................................................................................................................16-16
Independent Conditions for Renewals...........................................................................................................16-18
Renewal Defaults...........................................................................................................................................16-20
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Starting the Workflow Background Process for Renewals............................................................................16-21

Running the Date Assembler .........................................................................................................................16-22
Guided Demonstration - Autorenewing a Service Contract ......................................................................16-23
Performing a Manual Renewal ......................................................................................................................16-33
Guided Demonstration - Performing a Manual Contract Renewal ............................................................16-34
Practice 1 Overview: Performing a Manual Contract Renewal ....................................................................16-41
Practice - Performing a Manual Contract Renewal ...................................................................................16-42
Solution Performing a Manual Contract Renewal ..................................................................................16-46
Consolidating Multiple Contracts for Renewal .............................................................................................16-55
Guided Demonstration - Renewing and Consolidating Service Contracts ................................................16-58
Practice 2 Overview: Renewing and Consolidating Service Contracts ........................................................16-61
Practice - Renewing and Consolidating Service Contracts........................................................................16-62
Solution Renewing and Consolidating Service Contracts ......................................................................16-63
Summary........................................................................................................................................................16-66
Setting Up Contract Terms and Contract Templates...................................................................................17-1
Setting Up Contract Terms and Contract Templates .....................................................................................17-2
Objectives ......................................................................................................................................................17-3
Text of a Contract ..........................................................................................................................................17-5
Contract Terms ..............................................................................................................................................17-6
Contract Templates........................................................................................................................................17-7
Overview of Creation and Usage of Contract Terms and Contract Templates..............................................17-8
Standard Clause .............................................................................................................................................17-9
Example of Clause Fields ..............................................................................................................................17-11
Section ...........................................................................................................................................................17-12
Contract Template Creation and Approval ....................................................................................................17-13
Adding Sections and Clauses to a Contract Template ...................................................................................17-15
Numbering Schemes for Sections and Clauses..............................................................................................17-16
Creating and Using Numbering Schemes ......................................................................................................17-17
Numbering Scheme Example ........................................................................................................................17-18
Summary........................................................................................................................................................17-19
Guided Demonstration - Creating Contract Terms and a Contract Template............................................17-20
Practice Overview: Creating Contract Terms and a Contract Template .......................................................17-23
Practice - Creating Contract Terms and a Contract Template ...................................................................17-24
Solution Creating Contract Terms and a Contract Template ..................................................................17-26
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Setting Up Profile Options ..............................................................................................................................18-1

Setting Up Profile Options ............................................................................................................................18-2
Objectives ......................................................................................................................................................18-3
Setting Up Profile Options ............................................................................................................................18-5
Profile Options...............................................................................................................................................18-6
Summary........................................................................................................................................................18-38
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Preface
Profile
Before You Begin This Course
Before you begin this course, you should have the following qualifications:
Thorough knowledge of navigation in Oracle Applications
Working experience with customer support
Prerequisites
Navigating Oracle Applications Release R12
R12 Service Fundamentals
How This Course Is Organized

R12 Oracle Service Contracts Fundamentals is an instructor-led course featuring lecture and
hands-on exercises. Online demonstrations and written practice sessions reinforce the concepts
and skills introduced.
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Related Publications
Oracle Publications
Title
Part Number
Oracle Service Contracts User Guide
B25717-02
Oracle Service Contracts Implementation Guide
B25718-01
Additional Publications
System release bulletins
Installation and users guides
Read-me files
International Oracle Users Group (IOUG) articles
Oracle Magazine
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Typographic Conventions
Typographic Conventions in Text
Convention
Bold italic
Caps and
lowercase
Courier new,
case sensitive
(default is
lowercase)
Initial cap
Element
Glossary term (if
there is a glossary)
Buttons,
check boxes,
triggers,
windows
Code output,
directory names,
filenames,
passwords,
pathnames,
URLs,
user input,
usernames
Arrow
Brackets
Commas
Graphics labels
(unless the term is a
proper noun)
Emphasized words
and phrases,
titles of books and
courses,
variables
Interface elements
with long names
that have only
initial caps;
lesson and chapter
titles in crossreferences
SQL column
names, commands,
functions, schemas,
table names
Menu paths
Key names
Key sequences
Plus signs
Key combinations
Italic
Quotation
marks
Uppercase
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Example
The algorithm inserts the new key.
Click the Executable button.
Select the Cant Delete Card check box.
Assign a When-Validate-Item trigger to the ORD block.
Open the Master Schedule window.
Code output: debug.set (I, 300);
Directory: bin (DOS), $FMHOME (UNIX)
Filename: Locate the init.ora file.
Password: User tiger as your password.
Pathname: Open c:\my_docs\projects
URL: Go to http://www.oracle.com
User input: Enter 300
Username: Log on as scott
Customer address (but Oracle Payables)
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Do not save changes to the database.

For further information, see Oracle7 Server SQL Language
Reference Manual.
Enter user_id@us.oracle.com, where user_id is the
name of the user.
Select Include a reusable module component and click Finish.
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This subject is covered in Unit II, Lesson 3, Working with

Objects.
Use the SELECT command to view information stored in the

LAST_NAME
column of the EMP table.
Select File > Save.

Press [Enter].
Press and release keys one at a time:
[Alternate], [F], [D]
Press and hold these keys simultaneously: [Ctrl]+[Alt]+[Del]
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Typographic Conventions in Code

Convention
Caps and
lowercase
Lowercase
Element
Oracle Forms
triggers
Column names,
table names
Example
When-Validate-Item
Passwords
DROP USER scott

IDENTIFIED BY tiger;
OG_ACTIVATE_LAYER
(OG_GET_LAYER (prod_pie_layer))
SELECT last_name
FROM s_emp;
PL/SQL objects
Lowercase
italic
Uppercase
Syntax variables
CREATE ROLE role
SQL commands and SELECT userid

FROM emp;
functions
Typographic Conventions in Oracle Application Navigation Paths

This course uses simplified navigation paths, such as the following example, to direct you
through Oracle Applications.
(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve
This simplified path translates to the following:
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1.
(N) From the Navigator window, select Invoice then Entry then Invoice Batches
Summary.
2.
(M) From the menu, select Query then Find.
3.
(B) Click the Approve button.
Notations:
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(N) = Navigator
(M) = Menu
(T) = Tab
(B) = Button
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(I) = Icon
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(H) = Hyperlink
(ST) = Sub Tab

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Typographical Conventions in Oracle Application Help System Paths

This course uses a navigation path convention to represent actions you perform to find
pertinent information in the Oracle Applications Help System.
The following help navigation path, for example
(Help) General Ledger > Journals > Enter Journals
represents the following sequence of actions:
1.
In the navigation frame of the help system window, expand the General Ledger entry.
2.
Under the General Ledger entry, expand Journals.
3.
Under Journals, select Enter Journals.
4.
Review the Enter Journals topic that appears in the document frame of the help system
window.
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Overview of the Service

Contract Management
Process
Chapter 1
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Overview of the Service Contract Management Process

Chapter 1 - Page 1
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Objectives
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Author to Sign Service Contract Flow
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Author to Sign Service Contract Flow

Enter Service Contracts
Create contract from existing contract, template, or quote.
Add contract terms and conditions.
Add contract parties and further contract details.
Define Contract Renewal Triggers
Define renewal rules.
Define repricing rules.
Define billing rules.
Apply Customer Payment Information
Enter credit card information.
Review Contract For QA Compliance
Define quality guidelines for contract QA.
Run QA check for the contract.
Approve Contract
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Manage approvals from company signatories.

Sign Contract
Communicate contract terms and service level objectives.
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Quote to Warranty / Extended Warranty Flow
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Quote to Warranty / Extended Warranty Flow

Determine Service Interest
Manual process of presenting and determining the interest in the service warranty with the
customer.
Negotiate Pricing, Discounts, and Terms
Manual process.
Compute pricing of extended warranty.
Present pricing.
Describe benefits and terms.
Convert Opportunity to Quote
Enter quote.
Capture customer details.
View standard warranty for item.
Add extended warranty to quote.
Determine Order Details
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Chapter 1 - Page 6
Determine billing options.

Determine payment options.
Convert Quote to Order
Capture customer data.
Create sales order.
Book order.
Create Extended Warranty
Generate an extended warranty.
Maintain Customer Installed Base
Update the installed base.
Verify Entitlement
View contract entitlement to confirm that it is correct.
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Expiring Contract to Renewal Flow
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Expiring Contract to Renewal Flow

Identify Contracts For Renewal
Determine which contracts are expiring and are eligible for renewal.
Notify sales representatives of expiring contracts.
Renew Contract Automatically
System automatically creates (or creates and updates) a new service contract and obtains
customer's authorization.
Manage Contract Changes
If needed, create new contract for renewal.
Update the contract with any product changes, service level agreements, and new
effective/expiration dates.
Define quality guidelines for Contract QA.
Approve Contract Renewal
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Chapter 1 - Page 8
Manage approvals from company signatories.

Notify Parties of Customer Change
Contact the customer regarding the renewal of the service contract and discuss the contract
details.
Sign Contract
Enter customer final approval into contract.
Communicate contract terms & service level objectives.
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Chapter 1 - Page 9
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Change or Terminate Contract Flow
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Change or Terminate Contract Flow

Maintain Contract
Submit change request.
Obtain approval.
Create contract version.
Manage Contract Changes
Terminate specific line items.
Update customer information.
Update terms & conditions.
Update product changes, service level agreements, and new effective/expiration dates.
Define quality guidelines for contract QA.
Terminate Contract
Record termination reason.
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Chapter 1 - Page 10
Communicate contract terms & service level objectives.

Maintain Invoices
Process customer bill adjustments and updates.
Notify Parties of Customer Change
Notify sales representatives and others of important changes in contract.
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Chapter 1 - Page 11
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Service Request to Resolution Flow
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Service Request to Resolution Flow

Receive Service Contact
Receive inbound customer call.
Validate Customer Records
Gather information about customer.
Verify information.
Review Installed Base
Verify product order.
Verify Entitlement
Review customer warranty information.
Determine the level and type of service available to the customer.
Enter Service Request
Define contact reason.
Create service request.
Assign service request to resource.
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Chapter 1 - Page 12
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Create tasks.
Identify Potential Solution
Search Knowledge Base for solution.
Resolve Service Request
Apply the solution or perform the requested service.
Close the service request if appropriate.
Maintain Knowledge Base
Describe the solution.
Update Knowledge Base with solution.
Create Charge Order
If no entitlement, process charges for service.
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Goals of Oracle Service Contracts
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Goals of Oracle Service Contracts

Service contracts (also referred to as service agreements) are contracts that are usually sold to
customers to support, repair and/or maintain some product or service that the customer owns.
These contracts often take advantage of the ability to bill on a recurring basis either monthly,
quarterly or annually and can give the customer the ability to pay for their services in advance or
in arrears of the period of service.
Warranties are generally given away for free when the customer purchases a product or service.
For the purpose of Oracle Service Contracts, warranties are always free of charge and are created
automatically by Oracle Order Management when a product is sold.
Extended warranties are generally sold to the customer at an additional cost at the time their
products are purchased. You can sell the extended warranty contract using Oracle Order
Management at the time the product is sold or you can author it manually in Service Contracts.
If you create the Extended Warranty through Order Management, the billing is done in advance
for the entire contract duration. If you create an Extended Warranty in Service Contracts, you
can take advantage of the recurring billing feature.
You can use Oracle Service Contracts to sell subscriptions for both tangible and intangible items.
Tangible items include magazines, collateral, or any other physical item that can be shipped
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Chapter 1 - Page 14
through Oracle Order Management. Intangible items can be collateral sent via e-mail or
permission to access a web site for a set period of time.
Terminology Note
This course uses the term contract as a broad, general term to describe a service agreement,
subscription agreement, warranty, or extended warranty.
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Contract Related Terms
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Contract Related Terms

The words of a service agreement or contract that govern how the parties conduct themselves are
often referred to as the terms and conditions. In Oracle Service Contracts, you will see them
called Clauses, grouped into Sections.
Coverage and entitlement are similar terms. The things that a customer is allowed to receive as a
result of their having a contract are their entitlements. In Service Contracts these are spelled out
in their coverages. For example, they are entitled to receive a response to their problem within
two hours as long as they call between 8am - 5pm Monday through Friday.
Services are the things that a customer purchases or is given. Services are associated with
coverages. There may be multiple coverages that make up a single service. For example,
Premier Service, which includes 24 hour service, a one hour response time and guaranteed
resolution with 8 hours where parts are free and labor is discounted by 50%.
Usage is selling a product or service by the unit. For example $19.95 per call to technical
support or $.05 per copy for use of a laser printer.
Parties are all the people named in the contract that have obligations as a result.
Accounts may be individual offices of a large company.
Roles are the jobs or tasks an individual may play with respect to this particular contract.
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Chapter 1 - Page 16
Oracle Service Contracts in the E-Business Suite
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Oracle Service Contracts in the E-Business Suite

Oracle Service Contracts has many integration points to other Oracle Applications. Some are
required to optimize performance, others are optional and depend on your business processes.
Quoting
Provides quotes for sales orders
Inventory
Manages items associated with Oracle Service Contracts agreements and contracts:
services, usages, warranties, subscriptions, and serviceable items
Order Management
Raises sales orders from which warranties and extended warranties are created.
Inventory is used to define serviceable products and service items (warranties and extended
warranties).
Receivables
Creates invoices and credit memos from the billing information generated by Oracle
Service Contracts.
Bills of Material
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Chapter 1 - Page 17
Associates warranties with serviceable items.

Advanced Pricing
Supplies the information to price the services and usages sold on the contract.
Installed Base
Provides details of trackable items and the tracking of counters.
CMRO (Complex Maintenance, Repair, and Overhaul)
Provides details of preventive maintenance programs that may be associated with service
contracts.
TeleService
Manages service requests.
Retrieves contract details for a customer such as account, end date, status, contract type&
number on all of their contracts.
Looks for the preferred engineers for a particular service.
Has visibility to coverage levels & times, reaction & resolution times for coverage, billing
rates and types for a specified coverage.
iSupport
Provides customer access to service contracts to view entitlements, preferred technician,
response and reaction times via self service mechanisms
Depot Repair
Provides details for repairs, exchanges, replacements, and loaners, which may update the
contract coverages.
Has visibility to coverage details.
Field Service
Provides details about service and repairs to be carried out in the field.
Has visibility to coverage details.
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Agreements and Lines Supported by Oracle Service Contracts
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Agreements and Lines Supported by Oracle Service Contracts

Service Agreements
A service agreement can cover a broad category of activities such as field service, depot repair,
call center, technical support, safety inspections, and any other user-defined business activities.
For example, a service may cover field service for all of the computer equipment at site A, or it
may cover laptops L451, L359 and L863. A service can cover different types of entities. A safety
inspection service can cover individual customer sites or the entire enterprise.
In a service agreement, you may have service and usage lines.
Service Lines
To enter a service line, you must first set up a service item in Oracle Inventory, then you can
enter the service item as a line in the service agreement.
Usage Lines
When you charge for the usage of a product, you measure product usage through counters.
Counters are real-world devices, such as counters in copiers, automobile odometers, and electric
meters, and can be linked either to a service or to a particular item or product when it is installed
on a customer site. In Oracle applications, you register the real-world usage of an object by
defining a usage item in Oracle Inventory. Counters are created automatically when you order a
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Chapter 1 - Page 19
service or install the item or product. In a service contract, you create a usage line by entering the
usage item, and you enter the counters as sublines.
Subscription Agreements
A subscription agreement has a combination of service, usage, and subscription lines.
Subscription Lines
You can use Oracle Service Contracts to sell subscriptions for both tangible and intangible items.
Tangible items include magazines, collateral, or any other physical item that can be shipped
through Oracle Order Management. Intangible items can be collateral sent via e-mail or
permission to access a web site for a set period of time. As with service items and usage items,
you register a subscription item in Oracle Inventory. In a service contract, you then create a
subscription line by entering the subscription item. Subscription lines do not have sublines.
Warranties and Extended Warranties
Warranties are special agreements, which effectively consist of warranty lines only. Similarly,
extended warranties are special agreements, which consist of extended warranty lines only. For
more information on warranties and extended warranties, see the following slide.
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Chapter 1 - Page 20
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Warranty: A warranty is a set of free services, and cannot be created manually in Oracle
Service Contracts. First a warranty item must be created in Oracle Inventory, then you can attach
it to a serviceable item's bill of materials. Then, when a serviceable item is ordered and shipped
using Oracle Order Management, the warranty is created, and can be viewed, but not changed, in
Oracle Service Contracts.
Extended Warranty: An extended warranty agreement is a set of chargeable services, and is
automatically created when an extended warranty is sold on a sales order. You may also create
extended warranties manually in Oracle Service Contracts. The extended warranty may cover
products that are being sold at the same time (immediate service), or it may cover products
already owned by the customer (delayed service.)
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Chapter 1 - Page 21
Phases Overview
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Phases Overview
Setup is required for all phases of the Oracle Service Contracts agreements: Authoring,
Execution, and Administration. Within the context of the implementation setup tasks the
appropriate phase or component will be identified to help give you a sense of how the setup
contributes to the big picture.
Authoring: Enables you to create, define, modify, and approve the contract
Execution: Enables you to review deliverables schedule revisions, communication, and
sales information such as quotes or orders
Administration: Enables you to perform contract management such as change requests,
renew/extend/terminate, copy contract, and so on.
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Chapter 1 - Page 22
Guided Demonstration - Setting Up a Service Contracts User

Responsibility: Service Contract Manager, Vision Enterprises
Login: ebusiness/welcome
Create an Employee
1.
Select the HRMS Management responsibility.
2.
Navigate to the Define Person window.
3.
(N) HRMS Manager>People > Enter and Maintain
Click New.
Enter the following information:

Field
Tab
Last
XX Contracts Manager
First
Your first name
Gender
Choose a gender
Action
Create Employment
Person Type
Employee
Effective
Date
Todays date
Social
Security
Number
Enter a 9 digit number (xxx-xx-xxxx)
Birthday
Enter a date (dd-mmm-yyyy)
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Note: If you get a message indicating that the Social Security number is a duplicate, accept
it. For the purposes of the exercise, a duplicate Social Security number does not matter.
4.
Save.
5.
Record your employee identification number ________________, such as 1913.
6.
Close the window.
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Create a User ID for the Employee

7.
Change responsibilities.

Chapter 1 - Page 23
(N) File > Switch Responsibilities
Select System Administrator responsibility.
(N) Security > User > Define
The Users window appears.

8.
Type XXCONMANAGER as your user login name in the Name field.
9.
Type Oracle in the Password field.
From the Password field, Select the Tab key on your keyboard.
Enter the password again.
Note: You will change the password in a later step.

10. Select XX Contracts Manager in the Person field.
Note: This person type is the employee you entered in HRMS.
Assign Responsibilities
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11. Select a responsibility.
Place the cursor in the Responsibilities area of the window.
Enter all required responsibilities exactly as shown:

Service Contracts Manager, Vision Enterprises
System Administrator (Not System Administration)
Customer Support Specialist
CRM Administrator, Vision Enterprises
Inventory, Vision Operations (USA)
Order Management Super User, Vision Operations (USA)
Receivables, Vision Operations (USA)
Install Base User *
12. Save.
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13. Close the window.
14. Log off the application by closing the Navigator window.
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15. Click OK.
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16. Log in to the application again, using your xxconmanager user ID.
17. Click OK.


Chapter 1 - Page 24
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18. Type Oracle in the Old Password field.

19. Enter a new password in the New Password field.
20. Record your new password: ________________ . (Important)
21. Save.
Import Resources
22. Select the CRM Administrator responsibility.
(N) CRM Resource Manager > Resource Manager: Maintain Resources > Import
Resources
The Select Resource to Import window appears.

23. Enter your employee number from the earlier step in the Employee Number field.
24. Click Search.
Your employee should appear.
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The Set Resource Attributes window appears.

26. Click OK.
The Selected Resources window appears.
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27. Verify the resource information.
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28. Click Save Resource.

29. Click OK.
30. Click Details.
31. View your resource information and resource number.
32. Record the resource number _______________, such as 18527.
Note: Make sure the USERNAME field is populated with the username you created earlier.
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Assign Roles
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33. Click the Roles tab.

34. Select Contracts in the Role Type field.

Chapter 1 - Page 25
35. Select Contracts Administrator in the Role field.

36. Select Support in the Role Type field.
37. Select Support Analyst in the Role field.
38. Save.
Assign Approver Rights
40. Select the System Administrator responsibility.
File > Switch Responsibility > System Administrator
41. Assign the Default Approver.
(N) Profile > System
The Find System Profiles window appears.

42. Select the User checkbox.
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43. Type XXCONMANAGER or your User name in the User field.
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44. Type OKC%App% in the Profile field type.

45. Click Find.
Note: The profile options for OKC will display.
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46. Type XXCONMANAGER or your User name in the User column of the OKC: Change
Request Approver.
47. Save.
Grant Shipping Rights to User
48. Change Responsibility to Order Management Super User
49. (N) Shipping > Setup > Grants and Role Definitions > Grants
The Shipping Execution Grants window appears.
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50. Enter XXCONMANAGER or your User name that you created
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51. Select Upgrade Role from LOV

52. Save.

Chapter 1 - Page 26
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Chapter 1 - Page 27
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Practice 1 Overview: Setting Up a Service Contracts User
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Chapter 1 - Page 28
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Practice - Setting Up a Service Contracts User

Overview
In this practice, you will create employees, Users, and CRM Resources.
Assumptions
Replace XX with your initials.
Log on as ebusiness/welcome.
Use the HRMS Management responsibility.
You must have access to an Oracle Application Vision database or comparable training
or test instance at your site on which to complete this practice.
Tasks
Create an Employee
1.
Field
First
Your first name
Gender
Choose a gender
Action
Create Employment
Person Type
Employee
Effective
Date
Todays date
Social
Security
Number
Birthday
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Login: XXCONMANAGER
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Tab
Last
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Define a person in HRMS:
Password: Oracle

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4.

Install Base User *
5.
Log in to the application again, using your xxconmanager user ID and enter a new
password..
Import Resources
6.
Import resources.
Assigning Roles
7.
Role Type: Contracts
8.
Role: Contracts Administrator
9.
Role Type: Support
10. Role: Support Analyst

Assigning Approver Rights
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11. Assign your user to the OKC: Change Request Approver profile.
12. Give Shipping Execution Grants rights to your user.
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Chapter 1 - Page 30
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Solution Setting Up a Service Contracts User

Create an Employee
1.
Select the HRMS Management responsibility.
2.
Navigate to the Define Person window.
3.
(N) HRMS Manager> People > Enter and Maintain
Click New.

Field
Tab
Last
First
Your first name
Gender
Choose a gender
Action
Create Employment
Person Type
Employee
Effective
Date
Todays date
Social
Security
Number
Birthday
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Note: If you get a message indicating that the Social Security number is a duplicate, accept
it. For the purposes of the exercise, a duplicate Social Security number does not matter.
4.
Save.
5.
Record your employee identification number ________________, such as 1903.
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Chapter 1 - Page 31
6.
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Close the window.
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7.
Change responsibilities.
(N) File > Switch Responsibilities
Select System Administrator responsibility.
(N) Security > User > Define
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The Users window appears.

8.
Type XXCONMANAGER as your user login name in the Name field.
9.
Type Oracle in the Password field.
From the Password field, select the Tab key on your keyboard.
Enter the password again.
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Note: You will change the password in a later step.
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10. Select XX Contracts Manager in the Person field.

Chapter 1 - Page 32
Note: This person type is the employee you entered in HRMS.

11. Select a responsibility.
Place the cursor in the Responsibilities area of the window.

Install Base User
12. Save.
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14. Log off the application by closing the Navigator window.

15. Click OK.

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16. Log in to the application again, using your xxconmanager user ID.
17. Click OK.
18. Type Oracle in the Old Password field.
19. Enter a new password in the New Password field.
20. Record your new password: ________________ . (Important)
21. Save.
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Import Resources
22. Select the CRM Administrator responsibility.
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Resource Manager: Maintain Resources > Import Resources
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The Select Resource to Import window appears.
23. Enter your employee number from the earlier step in the Employee Number field.
24. Click Search.
Your employee should appear.

25. Click Start Import.
The Set Resource Attributes window appears.
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26. Click OK.
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The Selected Resources window appears.

27. Verify the resource information.

Chapter 1 - Page 34
28. Click Save Resource.

29. Click OK.
30. Click Details.
31. View your resource information and resource number.
32. Record the resource number _______________, such as 18527.
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Note: Make sure the USERNAME field is populated with the username you created earlier.
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Assigning Roles
33. Click the Roles tab.
34. Select Contracts in the Role Type field.
35. Select Contracts Administrator in the Role field.

36. Select Support in the Role Type field.
37. Select Support Analyst in the Role field.

38. Save.
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Chapter 1 - Page 35

Assigning Approver Rights
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40. Select the System Administrator responsibility.
41. Assign the Default Approver.
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File > Switch Responsibility > System Administrator
(N) Profile > System
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The Find System Profiles window appears.

42. Select the User checkbox.
43. Type XXCONMANAGER or your User name in the User field.

44. Type OKC%App% in the Profile field type.
45. Click Find.
Note: The profile options for OKC will display.
46. Type XXCONMANAGER or your User name in the User column of the OKC: Change
Request Approver.
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Chapter 1 - Page 36
47. Save.
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48. Change Responsibility to Order Management Super User
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49. (N) Shipping > Setup > Grants and Role Definitions > Grants
The Shipping Execution Grants window appears.
50. Enter XXCONMANAGER or your User name that you created
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51. Select Upgrade Role from LOV

52. Save.
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Chapter 1 - Page 38
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Contract Phases
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Contract Phases
Authoring
By using Oracle Service Contracts, you can author an original contract, define a contract from a
template, or copy another contract. Business rules can be set up to force contracts to go through
an approval process to ensure that the contracts are accurate and satisfactory. A quality assurance
(QA) check is invoked before the approval workflow is begun. If the QA results show an error,
then approval cannot proceed.
Execution
During execution you can track the progress of the contract. Communications between parties
can be recorded and become part of the contract. You can have many versions to allow for
accurate tracking of contract changes over time. Contract tasks are tracked through the schedule.
During the execution phase of a contract, Oracle Service Contracts uses and enforces such
elements as ship-to and bill-to addresses, ship method, freight terms, and pricing information.
Administration
Change requests are a formal way of documenting the changes to a contract. You can submit a
change request to initiate a contract change. After the change request is approved, the contract
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Chapter 1 - Page 39
can be changed. A contract can be extended to a date beyond its expiration date. A contract line
can also be extended, and in some cases it may also extend the expiration date of the contract.
Using the renew functionality, you can renew a contract and create a new copy. A contract can
be renewed automatically or manually. A contract having an active or hold status can be
terminated.
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Chapter 1 - Page 40
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Authoring Components
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Authoring Components
The components of a contract are as follows:
Header: The Header displays the contract number, version, status, the contract amount,
and so on.
Summary Tab: The Summary tab includes five subtabs, Parties, Pricing/Billing,
Renewals, Administration, and Security/Text.
Lines Tab: The Lines tab includes six subtabs, Accounts, Effectivities, Pricing/Products,
Tax/Payment Options, Counters, and Events.
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Chapter 1 - Page 41
Standard Coverage
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Standard Coverage
The standard coverage contains the basic building blocks of the service agreement, warranty, or
extended warranty. Business processes are combined with other information to create a plan for
providing a comprehensive package to the customer. Create multiple standard coverages to
represent all the different service offerings that will be made available. Common names for
standard coverage include Gold, Silver, Bronze, or other names that indicate varying levels of
support.
Notes
1. Warranty Inheritance: If a product is replaced while under warranty, there are two options
for covering the new product. The replacement products warranty can be set to the
remaining duration of the original warranty, or to the full duration of the original warranty.
2. Transfer Options: There are a number of options relating to the transfer of coverage when
a product transfers from one owner to another.
3. Preventive Maintenance program (optional): The standard coverage can be linked to a
preventive maintenance program, created and completed in Oracle CMRO (Oracle
Complex Maintenance, Repair, and Overhaul.)
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Chapter 1 - Page 42
4. Business Process: A broad, general grouping of service activities and billing information.
Examples of business processes include phone support, depot repair, and on-site service.
Each business process has its own details related to reaction and response times, billing
types, etc. So a business process of phone support may be available 24x7. A business
process of on-site maintenance may be available Monday to Friday, 8-5. These two
processes are combined into a single standard coverage (along with some other
information) may make up the service called, for example, Basic Coverage.
5. Coverage Time: The time zones and time ranges supported by the coverage.
6. Reaction Time: The length of time between the first notification from the customer until
they receive some kind of response.
7. Resolution Time: The length of time from the first notification to the final closure of the
issue.
8. Preferred Resource: An individual who has been designated as the person who should be
assigned to work with the customer on the issue if possible.
9. Billing Types: Labor, materials or other items for which the customer may be billed.
Specify an amount to charge or a discount from the list price. This information is shared
with Oracle Service Charges when calculating a customer's bill for work performed on a
service request.
For more details, see the lesson Setting Up Standard Coverage and Subscription Templates later
in this course.
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Chapter 1 - Page 43
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Pricing and Billing
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Pricing and Billing

Pricing
When pricing a contract, the contract administrator needs to have the ability to reference and
retrieve standard prices, while being able to refine the price as necessary. Oracle Service
Contracts integrates with Oracle Advanced Pricing to retrieve the prices of services, usages, and
subscriptions supplied on the contract.
For usage, price breaks can be set up to vary the price applied depending on volume used. A
minimum quantity can be applied to the contract, for example, customers may be charged for a
minimum of 1000 copies or 100 calls, even if the minimum threshold has not been reached.
Billing
The billing schedule defined within service contracts can support complex or irregular billing
scenarios, such as to bill for a period of 3 weeks followed by regular bills of $100 for the
following 11 months. Oracle Service Contracts interacts directly with Oracle Receivables to send
invoices and retrieve transaction history once the invoice has been generated. When initiating
the billing process, parameters can be used to refine the records that are sent to Oracle
Receivables, such as based on contract group, organization or customer.
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Chapter 1 - Page 44
Contract Terms
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Contract Terms
You specify the text of an agreement at a contract level - the text of a contract includes the
detailed terms and conditions of the contract. Typically, the precise wording of these terms and
conditions is the responsibility of legal departments within an organization, or of legal
consultants retained to fulfill and monitor the legal requirements of the organization.
In Oracle Service Contracts, the text is represented by clauses, each of which belongs to a
section. The phrase "contract term" refers to a section or clause.
For more details on how to set up and use contract terms in service contracts, see the lesson
Setting Up Contract Terms and Contract Templates later in this course.
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Chapter 1 - Page 45
Contract Approvals
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Chapter 1 - Page 46
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Execution Window
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Execution Window
The Execution Window provides visibility to contractual items that affect contract execution.
You can get an overview of a contract by selecting it from the Navigator tab and double clicking
it. An execution window appears having five tabs:
Overview: Provides a summary and status of the contract which is particularly useful for
higher level management.
History: Presents a chronological display of previous contract versions.
Schedule: Shows contract tasks, their status, and their due dates.
Communications: Allows you to record and view communications between any two
parties, not necessarily those who are parties to the contract.
Related Objects: Shows source objects of the contract like sales order number, if a contract
is created from a sales order.
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Chapter 1 - Page 47
Administration Components Overview
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Administration Components Overview

This list represents the functions that a contracts administrator may typically perform during the
contract lifecycle:
Copy: Enables you to copy parts or all of an existing contract.
Renew: Enables you to renew an existing contract.
Change Status: Enables you to change the status of a contract.
Attachments: Enables you to append other related documents to a contract.
Extend: Allows the end date to be extended for a given contract.
Terminate: An active or hold contract can be terminated.
Version: You can create new contract versions using version control.
Change Request: Enables you to document the changes made to a document and submit for
approval.
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Chapter 1 - Page 48
Renewals
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Renewals
The process of renewing a contract involves making a copy of an existing, active contract as of a
point in time and changing the new contract dates to reflect a period of time similar to the
existing contract beginning on the first day after the existing contract expires. Other attributes of
the new contract may also be changed such as pricing. Because there may be an overlap between
the time the existing contract creates the renewal contract and the time the renewal contract goes
into effect, be aware that changes to the existing contract will not update the renewal contract.
For example, if a contract is renewed 90 days prior to expiration and the customer requests
changes to their existing contract 15 days after the renewal process has begun, the changes made
to the existing contract will not be reflected on the renewed agreement.
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Chapter 1 - Page 49
Expiration, Extension, Termination
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Expiration, Extension, Termination

Contracts can be terminated at the header level to end the entire contract, or at the line level.
You can extend a contract line. The new end date of the line must be within the duration of the
contact, otherwise, the contracts end date will have to be extended as well, using a contract
change.
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Chapter 1 - Page 50
Authoring and Signing Contracts Demonstration
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Authoring and Signing Contract Demonstration

1. The customer and the vendor discuss the options.
2. The contracts administrator creates the new contract, by using a template, the copy
function, and so on.
3. The contracts administrator authors the contract.
4. The contract is submitted for online quality assurance check to make sure that all
information is accurate and complete.
5. The contracts administrator submits the contract to the manager for approval.
6. The contracts manager approves the contract.
7. The contracts administrator sends the contract to the customer who then approves and signs
it.
8. The contracts administrator signs the contract.
9. Once both the vendor and the customer have signed the contract, the contract becomes
active and the customer is delivered the contract items according to the terms and
conditions of the contract.
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Chapter 1 - Page 51
Guided Demonstration - Authoring and Signing a Service Contract

Create a Contract
1.
Navigate to the Launch Contracts window.
(N) Contract Administration > Launch Pad
Select the Contract Navigator tab.
2.
Select the Service folder from the Contract Groups list on the left side of the window.
3.
Right-mouse-click on the right hand side of the window and select New.
The Create a New Contract window appears. The Create a New Contract Manually radio button
is selected.
4.
Select Vision Operations from the Operating Unit LOV.
5.
Select Service Agreement from the Category LOV.
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Note: You can create a Contract from Scratch, using the previous steps. Also, you can create
a contract via template by selecting the radio button Create a Contract from a Template. If
you choose to create a contract from a template, click on the Template LOV to select
Service Contract Template. Or, you can create a contract by copying an existing contract. To
copy an existing contract, highlight the contract you want to copy. Then, right-mouse-click
to select Copy.
Click Create.
6.
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The Service Contracts Authoring window appears.

7.
Select the Summary tab and the Parties subtab.
8.
Enter the following duration and period values:

Field
Value
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Start Date
Sysdate
Duration
ra
Period
Year

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The system populates the End Date field automatically.

9.
Enter Service Contract between Business World and Vision Enterprises in the Short
Description field.
10. Save.
The system generates a Service Contract Number for you. The Negotiation Status is Draft.
11. Record the service contract number _____________________ , for example, 22012.
Note: You will use the service contract number later in this practice.
12. Enter the party and contact values:
Field
Value
Party Role
Vendor Operating Unit
Party Name
Vision Operations (defaults)
st
Contract Manager
st
1 Contacts Name
Able, Ms. Marsha
2nd Contacts Role
Salesperson
1 Contacts Role
nd
2 Contacts Name
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13. Save.
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14. On the next party line, enter the following party and contact values:
Field
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Value
Party Role
Customer
Party Name
Business World
st
1 Contacts Role
st
1 Contacts Name
Contract Administrator
Beaulie, Andre
The system populates the Party Number for Business World and the Email information for Andre
Beaulie.
15. Save.
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16. Enter the customer bill to and ship to values:
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Field
Value

Chapter 1 - Page 53
Bill To Party/Account
Business World/1608
Bill To Location
San Jose (OPS)
Ship To Party/Account
Business World /1608
Ship To Location
San Jose (OPS)
The system populates the fields with 2391 L Street San Jose, Santa Clara, CA 95106 United
States.
17. Save.
Create Pricing and Administration
18. Select the Summary tab and Pricing / Billing subtab.
19. Enter the price list, accounting rule, payment terms, and invoicing rule values:
Field
Value
Price List
Corporate
Accounting Rule
Immediate
Payment Terms
Immediate
Invoicing Rule
Advance Invoice
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The Currency defaults to USD.

20. Save.
Enter the Administration Details
21. Select the Summary tab and the Administration subtab.

22. Enter the group name and approval process values:
Field
Group Name
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Approval Process
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Value
Service
Approval Process
The system populates the Process field with Approval Process.

23. Save.

Chapter 1 - Page 54
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Create Articles
24.
Select the Summary tab and the Administration subtab.
24. Click Contract Terms.

The Service Contracts Contract Terms html page launches and the Contract Template defaults to
Vision Ops Service Contract Terms.
25. Click Apply Template.
Note: View the contract terms by clicking the + icon beside the contract terms.
27. Save.
Create Contract Lines
28. Select the Lines tab and the Accounts subtab.
29. Enter the following values:
Field
1st Line Type
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Service
st
1 Line Name
WR23763
2nd Line Type
Usage
nd
2 Line Name
QP-LPTR-U
30. Save.
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The system populates the Account and the Location for the Bill To and Ship To information.
Also, the Line Ref field is a free format field where you can type text to describe this Service.
31. For each Service / Usage line select the line and add the appropriate sales credits (See the
following steps).
32. Select the Actions menu and choose Sales Credits.
The Sales Credits window appears.
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33. Enter the salesperson, credit type, and % values:
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Salesperson
Field
Value

Chapter 1 - Page 55
Credit Type
Quota Sales Credit
100
The sales group information is populated into the application.

34. Click OK.
35. Save.
Reminder: You must add sales credits to the second line as well.
Enter Effectivities
36. Select the Lines tab and the Effectivities subtab.
37. Select the Service line.
38. Click Details.
The Service Contracts Coverage window appears, which shows the following:
The coverage for this Service line type;
Coverage Times
Reaction Times
Resolution Times
Preferred Resources
Billing Types
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Note: You can use the Resource tab to exclude resources that do not have the required skills.
39. Close the Service Contracts Coverage window.
40. Select the Usage line.
41. Select the Actual per Period radio button in the Usage Type region.
42. Select Month in the Period field.
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43. Select Amount Based Termination in the Termination Method LOV.
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Chapter 1 - Page 56
Amount Based Termination The system bases the credit to be refunded to the customer on
the dollar amount billed.
Counter Based Termination The system bases the refund off the counter reading.
44. Save
Enter Pricing and Product Information
45. Select the Lines tab Pricing / Products subtab.
47. Enter the level and name values:
Field
Value
Level
Product
Name
Envoy Deluxe Laptop, AS72111

(choose one instance)
48. Save.
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50. Select Lightning Laser Printer, QP-LPTR-103 in the Name field.

51. Click the Counter Details secondary tab.
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52. Enter 1000 in the Default field.
The Default field is a mandatory field in which you must enter a value. This entry tells the
system to charge the Lightning Laser Printer 1000, based on the current price break, if you
do not to capture the counter at the end of the month.
The Minimum field enables you to tell the system that for this Lightning Laser Printer, at a
minimum, you will be charging for certain copies even though the actual usage is below the
minimum.
Note: If you populate both fields with values, the values have to be the same. You cannot set
a minimum value that is lower then the default value because the application will accept the
default value over the minimum value.
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53. Save.
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54. Select the Pricing secondary tab.

Chapter 1 - Page 57
55. Click Price Break.

The Price Break window appears. If you want to make changes to this price break, go to the
Price List setup, query QP-LPTR-U, and make the changes. You can lock this price break
for this specific contract by checking Locked.
56. Click Cancel.
View Counter
57. Select the Lines tab and the Counters subtab.
The Counters region shows the counter attached to the Lightning Laser Printer.
59. Save.
Create Billing Schedule
60. Select the Lines tab and the Pricing/Products subtab.
61. Place your cursor on the respective line type.
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62. Click Billing.
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The Billing window appears. If you have multiple line types, place your cursor on each the line
type, and click on the Billing button to create a billing schedule for each of them.
63. Keep the defaulted Invoicing Rule as Advance Invoice.
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Service line type should be Advance Invoice
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Usage line type should be Arrears Invoice (to charge the customer, based on usage at the end
of the month)
64. Keep the defaulted accounting rule as Immediate, which means that revenue will be
recognized immediately in Receivables.
65. Keep the Level field default as Top Level billing.
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Chapter 1 - Page 58
There are 3 types of billing:

Top Levelthe billing schedule will trickle down all the way to the sub line level. When
you have multiple products at the sub line level, you can avoid having to create a billing
schedule for each of the sub line level products.
Covered LevelThe billing schedule is at the sub line level. If you have multiple products,
at the sub line level, and you want to have a different billing schedule for each of the
products, you must do the following:
- Set the billing schedule to Covered Level.
- Go to the sub line level.
- Place your cursor on the product.
- Click the Pricing sub tab.
- Click the Billing button.
- Set the schedule there.
Equal AmountThe billing schedule is set so that the system invoices an equal amount
every month for each billing period.
Caveat -- If you have a contract for $400 and you have selected the Equal Amount feature.
The system is going to take $400/12 to come back with $33.33 per month to be invoiced,
which total up to $399.66 a year. You may be asking yourself whatever happened to the
$0.44. The system will calculate only up to 2 decimal points; therefore, the amount will
never be exact. This is NOT a bug! To correct the situation, do the following:
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Set the first sequence to 11 periods of one month each.
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Click the Prorate button, followed by the Cascade Dates button. This action gives you the
first sequence of 11 months payment of one month each of $33.33, which totals to $399.96
and enters the Start Date of the next sequence automatically.
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Enter a second sequence with one period of one month.
- Click the Prorate button again. This action gives you the remaining $0.44, which makes
the total $400.
- Click the Refresh Schedule button. The system populates the Schedule region with the
respective dates.
66. Enter the seq no, number of periods, duration and period values:
Field
Seq No
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Number of Periods
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Value
13
If the contract does not start on the first
day of the month, then you will have 13
periods to accommodate partial periods
during the first and last months of the

Chapter 1 - Page 59
contract.
Duration
Period
Month
67. Click Schedule.

68. Click OK.
69. Save.
70. Repeat these steps for the Usage line.
Enter Payment Options (Optional)
71. Select the Lines tab and the Tax/Payment Options subtab.
72. Select the service line.
73. In the Payment Method region, choose Commitment from the Method list.
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74. Select 11654 from the Number LOV.
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The Receivables module creates Commitments. Review the Oracle Receivables Implementation
Guide for information about creating Commitments.
75. Save.
76. Select the usage line.
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77. In the Payment Method region, choose Credit Card from the Method list.
78. Select a credit card number from the Number LOV.
79. Enter a three digit security value, such as 170.
80. Save.
The security code is masked as XXX.

Submit Contract for Approval
81. Select the Actions menu and choose Submit for Approval.
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The Quality Assurance Results window appears.
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A default QA checklist is seeded in the application. However, if required, the default QA

checklist can be modified to include other checks. The default is set with the profile option

Chapter 1 - Page 60
OKS: Default QA Checklist. You can override the default checklist from the Summary
Administration tab of the Service Contracts Authoring form.
The system warnings alert you that there is double coverage on the same product in another
contract. Double coverage is occurring because you are working in the demo environment
and because there will be double coverage on the same product regardless. You may
disregard these warnings.
82. Click Continue Approval.
The Service Contracts Authoring window launches. The status on the contract is Entered,
however, the Negotiation Status changes to Pending Internal Approval.
83. Close the Service Contracts Authoring window.
Approve and Sign Contract
84. From the Launchpad, right click the Inbox region and select Refresh.
85. Highlight your contract and click on the Respond button
A Notification Details screen with the heading Contract <xxxxx> requires your approval
appears.
86. Click Approve.
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The contract you just approved should show on the top rows, with the second line confirming
that the Sales Person Taylor, Philip, has approved your contract.
87. Select the Contract <xxxxx> requires your signature link,
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A Notification Details screen with the heading Contract <xxxxx> requires your signature
appears.
88. Click Yes.
89. Click the Close Window link.
You are back at Service Contract Launchpad screen
90. From the Launchpad, locate the Recent Documents region and find your contract.
91. Select the row with the contract number and click Open.
The Status is now changed to Active and Negotiation Status has now changed to Complete.
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Note: The contract is in ready-only mode, and can only be updated by creating a new
version.
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HOLD for INSTRUCTOR to lead following steps.


Chapter 1 - Page 61
Create Invoice
92. Select the View menu and choose Requests.
The Find Request screen appears.
93. Click Submit a New Request.
The Submit a New Request window appears.
94. Select the Singles Request radio button and click OK.
The Submit Request screen appears.
95. Select Service Contracts Main Billing from the Name (LOV)
96. Click on the Parameters field for the Service Contracts Main Billing program and enter the
following values:
Field
Value
Contract Number
<xxxxx>
Default Date
{Defaults to current date}
Operating Unit
Vision Operations
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Note: It is extremely important that you know the Default Date to run this invoice against
the contract created. This is because in the contract, you specified the invoicing rule;
Advance or Arrears, and based on what you have selected, you need to enter the date
accordingly.
97. Click OK.
98. Click Submit.
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Confirm that the request has run.

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101. Select Autoinvoice Import Program from the Name (LOV) Select Vision Operations
from the Reports LOV.
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Chapter 1 - Page 62
102. Click on the Parameters field for Autoinvoice Import Program and enter the following
values:
Parameter:
Variable:
Transaction Source
OKS Contracts {Auto Populated}
Default Date
{Defaults to current date}
(Low) Sales Order Number
<Contract Number> {Auto Populated}
(High) Sales Order Number
<Contract Number> {Auto Populated}
103. Click OK.

104. Click Submit.
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107. Select Service Contracts Fetch Receivables Info for Billing from the Name LOV.
108. Click Submit.
View Invoice
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109. Select the Contract Navigator tab.
110. Select the Service folder under Contract Group.
The system displays a list of contracts on the right side of the window.
111. Right-mouse-click on the right hand side of the window to select Refresh.
112. Locate the contract number, and right-mouse-click to select Open.
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114. Place your cursor on a line, and click the Billing button.
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Note: The Billing window appears. If you have two line types, you must place your cursor
on a line type, and then click the Billing button to review the invoicing amount for that line.

Chapter 1 - Page 63
115. Click the History tab.

You can view the invoice number and amount.
View Invoice in AR
116. From the Application Navigator, switch responsibilities to Receivables, Vision Operations
(USA).
117. (N) Transactions > Transactions
118. Click the flashlight icon.
The Find Transactions window appears..
119. Enter the contract number in the Sales Order Number field.
120. Click Find.
The Transactions Summary window appears.
121. Click Open to view the invoice information.
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122. Click the Line Items button if you want to view Line Items information.
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Chapter 1 - Page 64
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Guided Demonstration - Authoring and Signing a Subscription

Contract
Create a Contract
1.
2.
Select the Subscription folder under Contract Group list on the left side of the window.
3.
Right-mouse-click on the right side of the window and select New.
A Create a New Contract window appears.

4.
5.
Select Subscription Agreement from the Category LOV.
6.
Click Create.

7.
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Enter the following values:

Field
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Value
Start Date
System Generated Date
Duration
Period
Year
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Note: The system populates the End Date field with the End Date automatically.
8.
Enter Subscription Contract between Business World and Vision Enterprises in the
Description field.
9.
Save.
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Chapter 1 - Page 65
The system generates a service contract number. The Status is Entered and the Negotiation
Status is Draft.
10. Record the Service Contract Number _____________________ .
Note: You will use this number later in the practice.
Enter Party and Contact Information
11. Select the Summary tab and the Parties subtab.
12. Enter party and contact values:
Field
Value
Party Role
Merchant Operating Unit
Party Name
Vision Operations (Auto Populated)
1st Contacts Role
Contract Manager
1st Contacts Name
Able, Ms. Marsha
2nd Contacts Role
Salesperson
2nd Contacts Name
13. Save.
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Field
Party Role
Party Name
1st Contacts Role
1st Contacts Name
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Value
Subscriber
Business World
Beaulie, Andre
15. Save.
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Chapter 1 - Page 66
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Field
Value
Bill To Account / Party
Business World/Business World
Bill To Location
San Jose (OPS)
Ship To Account / Party
Ship To Location
San Jose (OPS)
The system auto populates the fields with 2391 L Street San Jose, Santa Clara, CA 95106 United
States.
17. Save.
18. Select the Summary tab and the Pricing / Billing subtab.
Field
Price List
Corporate
Accounting Rule
Immediate
Payment Terms
Immediate
Invoicing Rule
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Advance Invoice
Note: The application defaults the Currency to USD.
Save.
Create Administration Information
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21. Enter the group name and process values:
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Value

Chapter 1 - Page 67
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Group Name
Subscription
Process
Approval Process

Note: The application opens a Service Contracts Contract Terms page in a new browser and
the Contract Template defaults to Vision Ops Service Contract Terms.
23. Erase the default and enter Vision Operations Subscription Contract Terms.
25. Confirm appropriate Subscription Terms have been added.
Note: You can view the contract terms by expanding on the + sign beside Contract Terms.
This Contract Term library is a new feature of Contracts Core.
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28. Save.
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Field
1st Line Type

1st Line Name
31. Save.
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Value
Subscription
Monthly Vision
Note: The application populates the Account AND Location for the Bill To and Ship To
information automatically. The Line Ref field is a free format field for you to type text
describing this service.
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32. Highlight the line.
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Chapter 1 - Page 68
34. Enter the sales person, credit type, and % values:

Field
Value
Sales Person
Credit Type
Quota Sales Credit
100
35. Click OK.

36. Save.
Create Subscription Effectivities
37. Select the Lines tab and Effectivities subtab.
39. Click the Edit Schedule.
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The application opens the Subscription Template window.
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40. Review Schedule for defaulted Subscription schedule.
Click Refresh Schedule.
Click OK.
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42. Place your cursor on the line.
43. Click Billing.
The Billing window appears.
Note: For a Subscription line type, we usually set the invoicing rule to Advance Invoice.
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45. Keep the defaulted Accounting Rule as Immediate, which means that revenue will be
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46. Keep the defaulted Level as Equal Amount billing.


Chapter 1 - Page 69
Field
Value
Seq No
Number of Periods
12
Duration
Period
Month
48. Click Schedule.

49. Click OK.
50. Save.
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Note: The Quality Assurance Results window appears. The system warnings point out that
there is double coverage on the same product in another contract. Disregard the warnings
because we are using the demonstration environment, which will have double coverage on
the same product.
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Note: The Service Contracts Authoring window launches.
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54. From the Contract Navigator, select the Launchpad tab.

55. Click Find.
The InBox Find window appears.
56. Select Contract Approvals from the Select Notification Type LOV.
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57. Click Find.
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58. Highlight your contract, and click the Click Respond
A Worklist html window opens.


Chapter 1 - Page 70
59. Click Approve.

Sign the Contract
61. Click Find.
62. Select Contracts Requiring Signature from the Select Notification Type LOV.
63. Click Find.
64. Highlight your contract and click Respond.
65. Click Yes.
Review the created and approved Subscription Contract and confirm the Active status.
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Chapter 1 - Page 71
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Practice 2 Overview: Authoring and Signing a Service Contract
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Chapter 1 - Page 72
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Practice - Authoring and Signing a Service Contract

Overview
In this practice you will author and sign a service contract.
Assumptions
Use the Service Contracts Manager, Vision Enterprises responsibility.
Tasks
Create a Contract
1.
From the Service group create a new service agreement.
2.
Use the Vision Operations operating unit.
3.

Field
Value
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Start Date
Sysdate
Duration
Period
Year
4.
Enter the party and contact values:

Field
Party Role
Party Name
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1st Contacts Role

st
1 Contacts Name
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nd
Value
Contract Manager
Able, Ms. Marsha
2 Contacts Role
Salesperson
2nd Contacts Name


Chapter 1 - Page 73
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Field
Value
Party Role
Customer
Party Name
Business World
1st Contacts Role
1st Contacts Name
Beaulie, Andre
5.
Enter the customer bill to and ship to values:

Field
Value
Business World/1608
Bill To Location
San Jose (OPS)
Ship To Location
San Jose (OPS)
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6.
Enter the price list, accounting rule, payment terms, and invoicing rule values:
Field
Price List
Value
Corporate
Accounting Rule
Payment Terms
Invoicing Rule
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Immediate
Immediate
Advance Invoice

7.
Enter the group name and approval process values:

Field
Group Name
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Approval Process
Value
Service
Approval Process
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Create Articles
8.
Apply the Vision Ops Service Contract Terms to the contract.


Chapter 1 - Page 74
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9.

Field
Value
st
1 Line Type
Service
1st Line Name
WR23763
2nd Line Type
Usage
2nd Line Name
QP-LPTR-U
10. Add sales credits.

Field
Value
Salesperson
Credit Type
Quota Sales Credit
100
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Enter Effectivities
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11. Review the Service Contracts Coverage.

12. Add the following to the usage line.
Actual per Period
Month
Amount Based Termination
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Field
Level
Value
Name
Product
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14. Enter the following for the usage line.
Lightning Laser Printer, QP-LPTR-103


Chapter 1 - Page 75
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Counter Details secondary tab - 1000 in the Default field.
View any price break information.
View Counter
15. View the counter information.
of the month)
Field
Seq No
Number of Periods
13
Duration
Period
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Month
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21. For the service line, choose Commitment payment method (use 11654).
22. For the usage line, select a credit card number and enter a three digit security value, such as
170.
23. Submit the contract for approval.
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24. Approve and sign the contract.

Chapter 1 - Page 76

Create Invoice
View Invoice
View Invoice in AR
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Chapter 1 - Page 77
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Solution Authoring and Signing a Service Contract

Create a Contract
1.
2.
Select the Service folder from the Contract Groups list on the left side of the window.
3.
Right-mouse-click on the right hand side of the window and select New.
The Create a New Contract window appears. The Create a New Contract Manually radio button
is selected.
4.
5.
Select Service Agreement from the Category LOV.

Note: You can create a Contract from Scratch, using the previous steps. Also, you can create
a contract via template by selecting the radio button Create a Contract from a Template. If
you choose to create a contract from a template, click on the Template LOV to select
Service Contract Template. Or, you can create a contract by copying an existing contract. To
copy an existing contract, highlight the contract you want to copy. Then, right-mouse-click
to select Copy.
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Click Create.
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7.
Select the Summary tab and the Parties subtab.


Chapter 1 - Page 78
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8.
Enter the following duration and period values:

Field
Value
Start Date
Sysdate
Duration
Period
Year
The system populates the End Date field automatically.

Enter Service Contract between Business World and Vision Enterprises in the Short
Description field.
9.
10. Save.
The system generates a Service Contract Number for you. The Negotiation Status is Draft.
11. Record the service contract number _____________________ , for example, 21990.
Note: You will use the service contract number later in this practice.
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Field
Party Role
Party Name
1st Contacts Role

st
1 Contacts Name
2nd Contacts Role
2nd Contacts Name
13. Save.
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Contract Manager
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Able, Ms. Marsha
Salesperson
14. On the next party line, enter the following party and contact values:
Field
Party Role
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Party Name
ra
1st Contacts Role

st
1 Contacts Name
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Value
Value
Customer
Business World
Beaulie, Andre

Chapter 1 - Page 79
The system populates the party number for Business World and the e-mail information for Andre
Beaulie.
15. Save.
16. Enter the customer bill to and ship to values:
Field
Value
Business World/1608
Bill To Location
San Jose (OPS)
Ship To Location
San Jose (OPS)
The system populates the fields with 2391 L Street San Jose, Santa Clara, CA 95106 United
States.
17. Save.
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19. Select the Summary tab and Pricing / Billing subtab.

Chapter 1 - Page 80
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20. Enter the price list, accounting rule, payment terms, and invoicing rule values:
Field
Value
Price List
Corporate
Accounting Rule
Immediate
Payment Terms
Immediate
Invoicing Rule
Advance Invoice
The Currency defaults to USD.

21. Save.
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23. Enter the group name and approval process values:
Field
Group Name
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Value
Service
Approval Process
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The system populates the Process field with Approval Process.

24. Save.

Chapter 1 - Page 81
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Create Articles
24.
From the Summary tab and the Administration subtab, click Contract Terms.
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The Service Contracts Contract Terms html page launches and the Contract Template defaults to
Vision Ops Service Contract Terms.
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27. Save.
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Chapter 1 - Page 82
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Field
1st Line Type
Value
Service
st
WR23763
nd
2 Line Type
Usage
2nd Line Name
QP-LPTR-U
1 Line Name
30. Save.
The system populates the Account and the Location for the Bill To and Ship To information.
Also, the Line Ref field is a free format field where you can type text to describe this Service.
31. For each Service / Usage line select the line and add the appropriate sales credits (See the
following steps).
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33. Enter the salesperson, credit type, and % values:

Chapter 1 - Page 83
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Field
Value
Salesperson
Credit Type
Quota Sales Credit
100
The sales group information is populated into the application.

34. Click OK.
35. Save.
Reminder: You must add sales credits to the second line as well.
Enter Effectivities
36. Select the Lines tab and the Effectivities subtab.
38. Click Details.
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The Service Contracts Coverage window appears, which shows the following:
The coverage for this Service line type;
Coverage Times
Reaction Times
Resolution Times
Preferred Resources
Billing Types
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Note: You can use the Resource tab to exclude resources that do not have the required skills.
39. Close the Service Contracts Coverage window.
41. Select the Actual per Period radio button in the Usage Type region.
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42. Select Month in the Period field.
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43. Select Amount Based Termination in the Termination Method LOV.

Chapter 1 - Page 84
Amount Based Termination The system bases the credit to be refunded to the customer
on the dollar amount billed.
Counter Based Termination The system bases the refund off the counter reading.
44. Save.
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45. Select the Lines tab Pricing / Products subtab.
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Field
Level
Value
Product
Name

48. Save.
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Note: The Line Ref field is a free format field where you add text to describe this Service.
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Chapter 1 - Page 85

50. Select Lightning Laser Printer, QP-LPTR-103 in the Name field.
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51. Click the Counter Details secondary tab.
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52. Enter 1000 in the Default field.
The Default field is a mandatory field in which you must enter a value. This entry tells the
system to charge the Lightning Laser Printer 1000, based on the current price break, if you
do not to capture the counter at the end of the month.
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The Minimum field enables you to tell the system that for this Lightning Laser Printer, at a
minimum, you will be charging for certain copies even though the actual usage is below the
minimum.
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Note: If you populate both fields with values, the values have to be the same. You cannot set
a minimum value that is lower then the default value because the application will accept the
default value over the minimum value.
53. Save.
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Chapter 1 - Page 86
54. Select the Pricing secondary tab.

55. Click Price Break.
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The Price Break window appears. If you want to make changes to this price break, go to the
Price List setup, query QP-LPTR-U, and make the changes. You can lock this price break
for this specific contract by checking Locked.
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56. Click Cancel.

View Counter
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57. Select the Lines tab and the Counters subtab.
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The Counters region shows the counter attached to the Lightning Laser Printer.
59. Save.
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Chapter 1 - Page 87

61. Place your cursor on the respective line type.
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62. Click Billing.
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The Billing window appears. If you have multiple line types, place your cursor on each the line
type, and click on the Billing button to create a billing schedule for each of them.
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of the month)
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Chapter 1 - Page 88
There are 3 types of billing:

Top Levelthe billing schedule will trickle down all the way to the sub line level. When
you have multiple products at the sub line level, you can avoid having to create a billing
schedule for each of the sub line level products.
Covered LevelThe billing schedule is at the sub line level. If you have multiple products,
at the sub line level, and you want to have a different billing schedule for each of the
products, you must do the following:
- Set the billing schedule to Covered Level.
- Go to the sub line level.
- Place your cursor on the product.
- Click the Pricing sub tab.
- Click the Billing button.
- Set the schedule there.
Equal AmountThe billing schedule is set so that the system invoices an equal amount
every month for each billing period.
Caveat -- If you have a contract for $400 and you have selected the Equal Amount feature.
The system is going to take $400/12 to come back with $33.33 per month to be invoiced,
which total up to $399.66 a year. You may be asking yourself whatever happened to the
$0.44. The system will calculate only up to 2 decimal points; therefore, the amount will
never be exact. This is NOT a bug! To correct the situation, do the following:
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Set the first sequence to 11 periods of one month each.
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Click the Prorate button, followed by the Cascade Dates button. This action gives you the
first sequence of 11 months payment of one month each of $33.33, which totals to $399.96
and enters the Start Date of the next sequence automatically.
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Enter a second sequence with one period of one month.
- Click the Prorate button again. This action gives you the remaining $0.44, which makes
the total $400.
- Click the Refresh Schedule button. The system populates the Schedule region with the
respective dates.
Field
Seq No
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Number of Periods
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Value
13
If the contract does not start on the first
day of the month, then you will have 13
periods to accommodate partial periods
during the first and last months of the

Chapter 1 - Page 89
contract.
Duration
Period
Month
67. Click Schedule.
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68. Click OK.

69. Save.
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71. Select the Lines tab and the Tax/Payment Options subtab.
72. Select the service line.
73. In the Payment Method region, choose Commitment from the Method list.
74. Select 11654 from the Number LOV.
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The Receivables module creates Commitments. Review the Oracle Receivables Implementation
Guide for information about creating Commitments.
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75. Save.

Chapter 1 - Page 90
76. Select the usage line.

77. In the Payment Method region, choose Credit Card from the Method list.
78. Select a credit card number from the Number LOV.
79. Enter a three digit security value, such as 170.
80. Save.
The security code is masked as XXX.
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The Quality Assurance Results window appears.
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Chapter 1 - Page 91
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A default QA checklist is seeded in the application. However, if required, the default QA

checklist can be modified to include other checks. The default is set with the profile option
OKS: Default QA Checklist. You can override the default checklist from the Summary
Administration tab of the Service Contracts Authoring form.
The system warnings alert you that there is double coverage on the same product in another
contract. Double coverage is occurring because you are working in the demo environment
and because there will be double coverage on the same product regardless. You may
disregard these warnings.
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The Service Contracts Authoring window launches. The status on the contract is Entered,
however, the Negotiation Status changes to Pending Internal Approval.
84. From the Launchpad, right click the Inbox region and select Refresh.
85. Highlight your contract and click on the Respond button.
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Chapter 1 - Page 92
A Notification Details screen with the heading Contract <xxxxx> requires your approval
appears.
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86. Click Approve.
The contract you just approved should show on the top rows, with the second line confirming
that the Sales Person Taylor, Philip, has approved your contract.
87. Select the Contract <xxxxx> requires your signature link,
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A Notification Details screen with the heading Contract <xxxxx> requires your signature
appears.
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Chapter 1 - Page 93
88. Click Yes.
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89. Click the Close Window link.

You are back at Service Contract Launchpad screen
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90. From the Launchpad, locate the Recent Documents region and find your contract.
91. Select the row with the contract number and click Open.
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The Status is now changed to Active and Negotiation Status has now changed to Complete.
Note: The contract is in ready-only mode, and can only be updated by creating a new
version.
Create Invoice

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Chapter 1 - Page 94
95. Select Service Contracts Main Billing from the Name (LOV)
96. Click on the Parameters field for the Service Contracts Main Billing program and enter the
following values:
Field
Value
Contract Number
<xxxxx>
Default Date
Current Date
Operating Unit
Vision Operations
Note: It is extremely important that you know the Default Date to run this invoice against
the contract created. This is because in the contract, you specified the invoicing rule;
Advance or Arrears, and based on what you have selected, you need to enter the date
accordingly.
97. Click OK.
98. Click Submit.
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101. Select Autoinvoice Import Program from the Name (LOV) Select Vision Operations
from the Operating Unit LOV.
102. Click on the Parameters field for Autoinvoice Import Program and enter the following
values:
Parameter:
Variable:
Transaction Source
OKS Contracts
Default Date
Current Date
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103. Click OK.
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104. Click Submit.


Chapter 1 - Page 95

107. Select Service Contracts Fetch Receivables Info for Billing from the Name LOV.
108. Click Submit.
View Invoice
110. Select the Service folder under Contract Group.
The system displays a list of contracts on the right side of the window.
111. Right-mouse-click on the right hand side of the window to select Refresh.
112. Locate the contract number, and right-mouse-click to select Open.
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114. Place your cursor on a line, and click the Billing button.
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Note: The Billing window appears. If you have two line types, you must place your cursor
on a line type, and then click the Billing button to review the invoicing amount for that line.
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115. Select the History tab.
You can view the invoice number and amount.
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View Invoice in AR
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116. From the Application Navigator, switch responsibilities to Receivables, Vision Operations
(USA).

Chapter 1 - Page 96
117. (N) Transactions > Transactions

The Find Transactions window appears..
119. Enter the contract number in the Sales Order Number field.
Note: You may also need to fill in the Ship to or Bill to fields. You can use Business World
1608.
120. Click Find.
The Transactions window appears.
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121. Click the Line Items button if you want to view line items information.
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Chapter 1 - Page 97
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Chapter 1 - Page 98
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Practice 3 Overview: Authoring and Signing a Subscription

Contract
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Chapter 1 - Page 99
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Practice - Authoring and Signing a Subscription Contract

Overview
In this practice you will author and sign a subscription contract.
Assumptions
Replace XX with your terminal number.
Tasks
Create a Contract
1.
Create a subscription agreement from the Subscription folder.
2.
Use the Vision Operations Operating Unit.
3.

Field
Value
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Start Date
Duration
Period
Year
4.
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Description field.

5.
Enter party and contact values:
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Field
Party Role
Value


Chapter 1 - Page 100
Party Name
1st Contacts Role
Contract Manager
1st Contacts Name
Able, Ms. Marsha
2nd Contacts Role
Salesperson
2nd Contacts Name
6.

Field
Value
Party Role
Subscriber
Party Name
Business World
1st Contacts Role
1st Contacts Name
Beaulie, Andre
7.
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Field
Value
Bill To Location
San Jose (OPS)
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Ship To Location
San Jose (OPS)

8.

Field
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Value
Price List
Corporate
Accounting Rule
Immediate
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Payment Terms
Immediate
Invoicing Rule
Advance Invoice

9.
Enter the group name and process values:

Field
Value
Group Name
Subscription
Process
Approval Process
10. Apply the Vision Operations Subscription Contract Terms.

Field
1st Line Type
Subscription
1st Line Name
Monthly Vision

Field
Sales Person
Credit Type
%
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Value

Quota Sales Credit
100

13. Verify the schedule.
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Value
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14. Keep the defaulted Invoicing Rule.

15. Keep the defaulted Accounting Rule.

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16. Keep the defaulted Level.

Field
Value
Seq No
Number of Periods
12
Duration
Period
Month

18. Submit the contract for approval
19. Approve the Contract.
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Sign the Contract
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20. Sign the Contract.
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Solution Authoring and Signing a Subscription Contract

Create a Contract
1.
2.
Select the Subscription folder under Contract Group list on the left side of the window.
3.
Right-mouse-click on the right side of the window and select New.
A Create a New Contract window appears.

4.
5.
Select Subscription Agreement from the Category LOV.
6.
Click Create.
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7.
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Field
Value
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Start Date
Duration
Period
Year
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Note: The system populates the End Date field with the End Date automatically.
8.
Description field.
9.
Save.
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The system generates a service contract number. The Status is Entered and the Negotiation
Status is Draft.
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10. Record the Service Contract Number _____________________ . For example, 22017.

Note: You will use this number later in the practice.

11. Select the Summary tab and the Parties subtab.
12. Enter party and contact values:
Field
Value
Party Role
Party Name
1st Contacts Role
Contract Manager
1st Contacts Name
Able, Ms. Marsha
2nd Contacts Role
Salesperson
2nd Contacts Name
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13. Save.
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Field
Party Role
Party Name
1st Contacts Role
1st Contacts Name
15. Save.
Value
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Subscriber
Business World
Beaulie, Andre
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Field
Value


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Bill To Location
San Jose (OPS)
Ship To Location
San Jose (OPS)
The system auto populates the fields with 2391 L Street San Jose, Santa Clara, CA 95106 United
States.
17. Save.
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Field
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Price List
ra
Accounting Rule
Payment Terms
Value
Corporate
Immediate
Immediate

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Invoicing Rule
Advance Invoice
Note: The application defaults the Currency to USD.

20. Save.
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22. Enter the group name and process values:

Field
Group Name
Process
Value
Subscription
Approval Process
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Note: The application opens a Service Contracts Contract Terms page in a new browser and
the Contract Template defaults to Vision Ops Service Contract Terms.
24. Erase the default and enter Vision Operations Subscription Contract Terms.
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26. Confirm appropriate Subscription Terms have been added.
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Note: You can view the contract terms by expanding on the + sign beside Contract Terms.
This Contract Term library is a new feature of Contracts Core.
29. Save.

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Field
1st Line Type
Value
Subscription

1st Line Name
Monthly Vision
32. Save.
Note: The application populates the Account AND Location for the Bill To and Ship To
information automatically. The Line Ref field is a free format field for you to type text
describing this service.
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Field
Sales Person
Credit Type
%
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Value

Quota Sales Credit
100
36. Click OK.
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37. Save.

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38. Select the Lines tab and Effectivities subtab.
40. Click the Edit Schedule.
The application opens the Subscription Template window.
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41. Review Schedule for defaulted Subscription schedule.
Click Refresh Schedule.
Click OK.
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43. Place your cursor on the line.


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44. Click Billing.

The Billing window appears.
Note: For a Subscription line type, we usually set the invoicing rule to Advance Invoice.
46. Keep the defaulted Accounting Rule as Immediate, which means that revenue will be
47. Keep the defaulted Level as Equal Amount billing.
Field
Value
Seq No
Number of Periods
12
Duration
Period
Month
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49. Click Schedule.
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50. Click OK.
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51. Save.
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Note: The Quality Assurance Results window appears. The system warnings point out that
there is double coverage on the same product in another contract. Disregard the warnings
because we are using the demonstration environment, which will have double coverage on
the same product.
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Note: The Service Contracts Authoring window launches.
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55. From the Contract Navigator, select the Launchpad tab.
56. Click Find.
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57. Select Contract Approvals from the Select Notification Type LOV.
58. Click Find.
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59. Highlight your contract, and click the Click Respond

60. Click Approve.
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Sign the Contract

62. Click Find.
63. Select Contracts Requiring Signature from the Select Notification Type LOV.
64. Click Find.
65. Highlight your contract and click Respond.
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66. Click Yes.
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Review the created and approved subscription contract and confirm the Active status.
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Creating an Order and Standard Warranty Demonstration
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Creating an Order and Standard Warranty Demonstration

1. The order is created.
2. The order is booked.
3. The order is picked, released, and shipped.
4. The contract administrator verifies the item instance.
5. The contract administrator views the entitlement.
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Guided Demonstration - Creating an Order and Standard

Warranty
Responsibility: Order Management, Super User
Create Order
1.
Navigate to the Sales Order window.
(N) Orders, Returns > Sales Orders
The Sales Order window appears.

2.
Enter the following:

Field
Customer
Value
Business World (1608)
The application defaults the following values:
Customer Number
Ship to Location
Bill To Location
Order Type
Date Ordered
Price List
Sales Person
Currency
Payment Terms
Warehouse
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Select the Line Items tab and enter the following:
3.
Field
Value
Ordered Item
AS54888
Quantity
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Request Date
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4.
O
5.
Current Date
Save.
Record the order number __________________ .


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Note: If you would like the warranty to start in the future, you can select Actions and
Installation Details from the Actions LOV, which opens the Transaction Details window. On
the Source Transaction Details tab, scroll to the right and enter a future date in the Install
Date field.
Note: When the application creates the contract, the contract is in Signed status.
Book the Order
6.
Click Book Order.
The application displays a message, indicating the order has been booked. After you click OK,
the application reopens the Order Information tab and changes the status to Booked.
7.
Close the Sales Order window.
Pick, Release, and Auto Ship Confirm

8.
Navigate to the Transactions window.
(N) Shipping > Transactions
The Query Manager window appears.

9.
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10. Click Find.
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The Shipping Transactions window appears. The line status is Ready to Release.
11. From the Actions drop-down list, select Launch Pick Release and click Go.
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The application displays a message, indicating the number of concurrent requests launched
successfully/failed. The process typically takes a few minutes to complete.
12. Re-query the order to verify the change in Pick Status.
Click the flashlight icon.
The application displays the Query Manager window for you to pull up the shipping line for your
order.
Enter the your order number.
Click Find.
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The application changes the status of the shipping lines to Staged/Pick Confirmed.
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13. Ship/Confirm the Order.


Click the Delivery tab.
From the Actions drop-down list, select Ship Confirm and click Go.
The Confirm Delivery window appears.

14. Verify that Ship Entered Quantities is selected, and that Defer Interface is not selected.
15. Click OK.
A message appears indicating whether the delivery was successful.
16. Click OK.
17. Close Shipping Transactions window.
18. Make sure the Interface Trip Stop request completes with a normal status.
Select the View menu and choose Requests.
Click Find.
Click Refresh Data until the program has completed.
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View Instance Details

20. From the Navigator, switch to the Install Base User responsibility.
21. (N) Oracle Install Base.
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This opens the Oracle Installed based page in new browser window.
22. Query your order.
From the Quick Find list select Sales Order Number.
Enter your order number.
Click Go.
23. Click the Sentinel Standard Desktop TPD link.
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The application displays all the matching instances.

24. View the instance details.
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View Entitlement in Service Contract

26. From the Navigator, switch the responsibility to Service Contracts Manager, Vision
Enterprises.
27. (N) Contract Administration > Launch Pad.
28. View the entitlement.
The Search Templates and Contracts window appears.

29. Click on the Category LOV and select Warranty and Extended Warranty.
30. Click More.
The Service Module Search window appears.
31. Enter the your sales order number in the Order Number field.
32. Click OK.
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33. Click Search from the Search Templates and Contracts window.
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The Decision window launches, click Yes. The Search Templates and Contracts window
appears. The Warranty Contract appears in the Results region.
34. Right-click on the contract and select Open.
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The application opens the contract. The contract has a status of Active and a negotiation status of
Complete.
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Practice 4 Overview: Creating an Order and Standard Warranty
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Practice - Creating an Order and Standard Warranty

Overview
In this practice you will do the following:
Book an order
Release and ship confirm the order
View the warranty contract
Assumptions
Use the Order Management, Super User responsibility.
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Tasks
Create Order
1.

Field
Customer
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Value
Select the Line Items tab and enter the following line items information:
Field
Value
Ordered Item
AS54888
Quantity
Request Date
Current Date
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Book the Order
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Book the order.


4.
Pick, release, and ship the order.
5.
Verify the Interface Trip Stop request completes with a normal status.

6.
Open the Oracle Installed based page and query your order.

7.
Open the Contract Navigator and open your contract.
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Solution Creating an Order and Standard Warranty

Create Order
1.

2.

Field
Customer
Value
Customer Number
Ship to Location
Bill To Location
Order Type
Date Ordered
Price List
Sales Person
Currency
Payment Terms
Warehouse
3.
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Field
Value
Ordered Item
AS54888
Quantity
Request Date
Current Date
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4.
Save.
5.
Record the order number __________________ . For example, 64452.
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Note: If you would like the warranty to start in the future, you can select Actions and
Installation Details from the Actions LOV, which opens the Transaction Details window. On
the Source Transaction Details tab, scroll to the right and enter a future date in the Install
Date field.
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Note: When the application creates the contract, the contract is in Signed status.
Book the Order
6.
Click Book Order.
7.
Close the Sales Order window.

8.
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Navigate to the Transactions window.
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9.
Enter your order number in the From Order Numbers field.
10. Click Find.

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order.
Enter the your order number.
Click Find.
13. Click the Delivery tab.
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14. From the Actions drop-down list, select Ship Confirm and click Go.
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15. Verify that Ship Entered Quantities is selected, and that Defer Interface is not selected.
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16. Click OK.
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17. Click OK.
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19. Make sure the Interface Trip Stop request completes with a normal status.
Click Find.
Close the window.
20. From the Navigator, switch to the Install Base User responsibility.
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21. (N) Oracle Installed Base
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This opens the Oracle Installed based page in new browser window.

22. Query your order.
From the Quick Find list select Sales Order Number.
Click Go.
23. Click the Sentinel Standard Desktop TPD link.

The application displays all the matching instances.
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24. View the instance details.
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26. From the Navigator, switch the responsibility to Service Contracts Manager, Vision
Enterprises.
28. View the entitlement.
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29. Click on the Category LOV and select Warranty and Extended Warranty.

30. Click More.

31. Enter the your sales order number in the Order Number field.
32. Click OK.
33. Click Search from the Search Templates and Contracts window.
The Decision window launches, click Yes. The Search Templates and Contracts window
appears. The Warranty Contract appears in the Results region.
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34. Right-click on the contract and select Open.
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The application opens the contract. The contract has a status of Active and a negotiation status of
Complete.
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Creating an Order and Extended Warranty Demonstration
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Creating an Order and Extended Warranty Demonstration

1. The order is created.
2. The order is booked.
3. The order is picked, released, and shipped.
4. The contract administrator verifies the item instance.
5. The contract administrator creates an extended warranty.
6. The contract administrator views the entitlement.
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Guided Demonstration - Creating an Order and Extended

Warranty
Responsibility: Order Management, Super User
Create Order
1.

2.

Field
Customer
Value
Customer Number
Ship to Location
Bill To Location
Order Type
Date Ordered
Price List
Sales Person
Currency
Payment Terms
Warehouse
3.
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Value
Ordered Item
AS72111
Quantity
Request Date
Current Date
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Click the Services tab to access the second Line for WR23763.
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Field
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Enter the Service Reference Type, Service Order Type, Service Ref Order Number, Service
Ref Line Number, and Service Ref Shipment Number with the following information:

Field
Value
Service Reference Type
Order
Service Order Type
Mixed
Service Ref Order Number
Order # (You can get this number by looking at the form. It will say
Sales Order (XXXXX), such as 64752.
Service Ref Line Number
Service Ref Shipment Number
6.
Save.
7.
Use the scroll bar to scroll to the right hand side of the form until you see the Service Start
Date, Service End Date.
8.
Enter the Service Start Date and Service End Date.
9.
Depending on when you create this order, enter the start date to be a year from now.
Then, enter the end date to be a year from the start date.
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Click Save.
10. Record the order number _________________ .

Book the Order
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11. Click Book Order.
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12. Close the Sales Order window.

13. Navigate to the Transactions window.
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14. Enter your order number in the From Order Numbers field.
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15. Click Find.

Click the Flashlight icon.
order.
Click Find.
Click the Delivery tab.
From the Actions drop-down list, select Ship Confirm and click Go.
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19. Verify that the Ship Entered Quantities is selected, and the Defer Interface is not selected.
20. Click OK.
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21. Click OK.
23. Make sure all the Interface Trip Stop request completes with a normal status.
Click Find.
Close the window.
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24. Create Extended Warranty
The Find Request window appears.

26. Click the Single Request radio button.
27. Click OK.
The Submit Request Set window appears.
28. In the Name field, enter Workflow Background Process.
29. Press the Tab key on your keyboard.
The Parameters window appears.
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30. Enter the following information:

Field
Value
Item Type
OM Order Line
Process Deferred
Yes
Process Timeout
Process Stuck
31. Click OK.

32. Click Submit.
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Yes
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No
Note: The application displays a message in a Decision window.
33. Record the request id number _______________________, such as 4981454.

34. Click No to Submit another request.
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The Find Requests window appears.
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35. Click Find.
36. Click Refresh Data.


37. Make sure all the requests complete with a normal status.
38. Navigate to the Service Contracts Manager responsibility.
39. Switch responsibilities to the Service Contracts Manager.
43. Select the Single Request radio button.
44. Click OK
The Submit Request window appears.
45. In the Name field, enter Service Contracts Order Processing.
46. Click Submit.
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47. Record the request id number _______________________ , such as 4981455.

49. Click Find.
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View the Entitlement in Service Contracts
53. Click on the Category LOV to select Warranty and Extended Warranty.
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54. Click More.
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55. In the Order Number field, enter the Sales Order Number you entered previously.
56. Click OK.
57. Click Search.
The Decision window appears.
58. Click Yes.
The application displays the Warranty Contract under the Results region.
59. For each of the created contracts right-mouse-click on the contract and select Open to view
the contract details.
60. Record the contract numbers.
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Practice 5 Overview: Creating an Order and Extended Warranty
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Practice - Creating an Order and Extended Warranty

Overview
In this practice you create an extended warranty contract.
Assumptions
Use the Order Management, Super User responsibility.
Tasks
Create Order
1.
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Field
Customer
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Value
Enter the following line items information:

Field
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Value
Ordered Item
AS72111
Quantity
Request Date
Current Date
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Field
Value
Order
Service Order Type
Mixed
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4.
Book the Order

5.
Book the order.

6.
Pick, release, and ship the order.
7.
Make sure all the Interface Trip Stop request completes with a normal status.

8.
Run the Workflow Background Process.

Field
Value
Item Type
OM Order Line
Process Deferred
Yes
Process Timeout
Yes
Process Stuck
No
9.
Run the Service Contracts Order Processing program.
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10. Open the Contract Navigator and find your contracts.
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Solution Creating an Order and Extended Warranty

Create Order
1.

2.

Field
Value
Customer
Customer Number
Ship to Location
Bill To Location
Order Type
Date Ordered
Price List
Sales Person
Currency
Payment Terms
Warehouse
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Value
Ordered Item
AS72111
Quantity
Request Date
Current Date
4.
Click the Services tab to access the second Line for WR23763.
5.
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Field
Value
Order
Service Order Type
Mixed

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6.
Save.
7.
Use the scroll bar to scroll to the right hand side of the form until you see the Service Start
Date, Service End Date.
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Depending on when you create this order, enter the start date to be a year from now.
Then, enter the end date to be a year from the start date.
Click Save.
10. Record the order number _________________ .
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Book the Order
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11. Click Book Order.

12. Close the Sales Order window.
13. Navigate to the Transactions window.

14. Enter your order number in the From Order Numbers field.
15. Click Find.
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19. Click the Delivery tab.
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20. From the Actions drop-down list, select Ship Confirm and click Go.
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21. Verify that the Ship Entered Quantities is selected, and the Defer Interface is not selected.
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22. Click OK.
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23. Click OK.
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25. Make sure all the Interface Trip Stop request completes with a normal status.
Click Find.
Close the window.

26. Create Extended Warranty
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The Find Request window appears.



28. Click the Single Request radio button.
29. Click OK.
The Submit Request Set window appears.
30. In the Name field, enter Workflow Background Process.
31. Press the Tab key on your keyboard.
The Parameters window appears.
Field
Value
Item Type
OM Order Line
Process Deferred
Yes
Process Timeout
Yes
Process Stuck
No
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33. Click OK.
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34. Click Submit.

35. Record the request id number _______________________, such as 4981454.
37. Click Find.
40. Switch responsibilities to the Service Contracts Manager.
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44. Select the Single Request radio button.

45. Click OK
The Submit Request window appears.
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46. In the Name field, enter Service Contracts Order Processing.

47. Click Submit.
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48. Record the request id number _______________________ , such as 4981455.

50. Click Find.
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54. Click on the Category LOV to select Warranty and Extended Warranty.
55. Click More.
56. In the Order Number field, enter the Sales Order Number you entered previously.
57. Click OK.
58. Click Search.
The Decision window appears.
59. Click Yes.
The application displays the Warranty Contract under the Results region.
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60. For each of the created contracts right-mouse-click on the contract and select Open to view
the contract details.
61. Record the contract numbers.
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Terminating a Contract Demonstration
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Terminating a Contract Demonstration

1. The service agent opens the contract to terminate.
2. The service agent terminates the contract.
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Guided Demonstration - Terminating a Contract

Terminate a Contract
1.
(N) Contract Administration > Launch Pad.
2.
3.
4.
In the Contract Number field, enter the contract number you want to terminate
Note: You can only terminate contracts with status of Active or Signed.
5.
Click Search.
6.
Within the results region:
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Right mouse click the contract and choose Terminate.
The Terminate Contracts window appears.

7.
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Termination Date
Termination Reason
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8.
Click Review.
9.
Click Terminate.
Value
Enter the end date of the

current week.
Customer Product Repaired.
10. Confirm the termination by selecting Yes.
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11. Close the windows.
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Practice 6 Overview: Terminating a Contract
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Practice - Terminating a Contract

Overview
In this practice you terminate a contract.
Assumptions
Tasks
1.
Open an active or signed contract.
2.
Terminate the contract with the following information:

Field
Termination Date
Termination Reason
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current week.
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Customer Product Returned.
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Solution Terminating a Contract

1.
(N) Contract Administration > Launch Pad.
2.
3.
4.
In the Contract Number field, enter the contract number you want to terminate
Note: You can only terminate contracts with status of Active or Signed.
5.
Click Search.
6.
Within the results region:
Right mouse click the contract and choose Terminate.
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The Terminate Contracts window appears.

7.
Field
Termination Date
Termination Reason
8.
9.
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Click Review.
Value

current week.
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Customer Product Returned
10. Click Terminate.
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11. Confirm the termination by selecting Yes.


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12. Close the windows.
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Verifying Service Entitlement Demonstration
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Verifying Service Entitlement Demonstration

1. The service agent creates service request.
2. The service agent verifies the entitlement.
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Guided Demonstration - Verifying Service Entitlement

Responsibility: Customer Support, Vision Operations
Create a Service Request
1.
Navigate to the Service Request form.
2.
(N) Service Requests > Create Service Requests

Field
Value
Item
FS54888
Instance
82611
Note: The application checks for any open service requests logged for this item. A caution
window pops up if an open service request exists for this item.
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3.
Click Continue Creation.
4.
Select the Workbench tab.
5.
Enter Product has no power in the Problem Summary field.
6.
Save.
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The system assigns a service request number in the Number field.
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Verify Entitlement
7.
Select the Subject tab.
8.
Navigate to Contracts region and click the icon (eye glasses) corresponding to the contract
21226.
This opens the Contracts Coverage form with the details of contract 21226. You can now check
the coverage for this product.
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Practice 7 Overview: Verifying Service Entitlement
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Practice - Verify Service Entitlement

Overview
In this practice you will verify the entitlement of a service request.
Assumptions
Use the Customer Support, Vision Operations responsibility.
Tasks
1.
Field
2.
Item
FS54888
Instance
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Enter Product has no power in the Description field.
Verify the entitlement for the service request.
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Value
Verify Entitlement
3.
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Solution Verify Service Entitlement

1.
Navigate to the Service Request form.
2.
(N) Service Requests > Create Service Requests

Field
Value
Item
FS54888
Instance
82611
Note: The application checks for any open service requests logged for this item. A caution
window pops up if an open service request exists for this item.
3.
Click Continue Creation.
4.
Select the Workbench tab.
5.
Enter Product has no power in the Problem Summary field.
6.
Save.
The system assigns a service request number in the Number field.
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Verify Entitlement
7.
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Select the Subject tab.
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Navigate to Contracts region and click the icon (eye glasses) corresponding to the contract
21226.
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This opens the Contracts Coverage form with the details of contract 21226. You can now check
the coverage for this product.
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Cascading Change Attributes for a Service Contract

Demonstration
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Cascading Change Attributes for a Service Request Demonstration

1. The service agent opens a contract.
2. The service agent changes an attribute within the header of the contract.
3. The service agent cascades the changes from the header of the contract to the lines of the
contract.
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Guided Demonstration - Cascading Change Attributes for a

Service Contract
Open a Contract
1.

Click the Contract Navigator tab.
2.
Select the Service folder from the Contract Group list on the left side of the window.
3.
On the right hand side of the form, highlight the Contract Number you created from the
earlier exercise, and right-mouse-click to select Open.
Note: If the Contract is Active, you must first select the Open for Update button.
Change the Contract Duration and Cascade Attributes

4.
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Change the end date to 1 year later in the End Date field.
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For example, If your end date is on 01-Jan-2008, change the end date to 01-Jan-2009, and save
your work.
5.
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Select the Actions menu and choose Cascade Attributes.
The Cascade Attributes window appears.

6.
Check the Effective Dates box under the Header Attributes region.
The application reflects the new End Date.

7.
Select Lines to Sublines in the Cascade list.
8.
Check the Effective Dates box in the Line Attributes region.
9.
Click Submit.
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The Transaction Log window appears. All changes should be noted in Transaction Log window.
The status changes to Success.
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10. Click Apply.

11. Save.
Confirm dates were cascaded to both lines and sublines of the contract.
12. Select the Actions menu and choose Check QA to return the contract to the Active status.
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Practice 8 Overview: Cascading Change Attributes for a Service

Contract
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Practice - Cascading Change Attributes for a Service Contract

Overview
In this practice you change a contract and trickle the change attributes down to the line or subline
level of the contract.
Assumptions
Tasks
Open a Contract
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Open an active contract.
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2.
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Cascade the attribute.
4.
5.
Return the contract to the active status.
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Solution Cascading Change Attributes for a Service Contract

Open a Contract
1.

2.
3.
On the right hand side of the form, highlight the Contract Number you created from the
earlier exercise, and right-mouse-click to select Open.
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Note: If the Contract is Active, you must first select the Open for Update button.
4.
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For example, if your end date is on 01-Jan-2008, change the end date to 01-Jan-2009, and save
your work.

5.
Select the Actions menu and choose Cascade Attributes.
The Cascade Attributes window appears.

6.
Check the Effective Dates box under the Header Attributes region.
The application reflects the new End Date.

7.
Select Lines to Sublines in the Cascade list.
8.
Check the Effective Dates box in the Line Attributes region.
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Click Submit.
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The Transaction Log window appears. All changes should be noted in Transaction Log window.
The status changes to Success.
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10. Click Apply.

11. Save.
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12. Select the Actions menu and choose Check QA to return the contract to the Active status.
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Summary
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Managing the Negotiation

Process
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Chapter 2
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Managing the Negotiation Process
Chapter 2 - Page 1
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Chapter 2 - Page 2
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Objectives
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Chapter 2 - Page 3
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Explaining the Negotiation Workflow
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Explaining the Negotiation Workflow

Most contracts go through several stages after you author or renew them. The process is
essentially the same for both new and renewed contracts with a few differences.
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Chapter 2 - Page 4
Negotiation Stages for New Contracts
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Negotiation Stages for New Contracts

The slide shows the negotiation phases for a new contract.
1. Contract Creation and Negotiation: Sales representative authors a new contract and
negotiates the contract terms with customer.
2. Notify Customer: Sales representative notifies customer that the contract is waiting
acceptance. The sales representative can use the application e-mail or publish the contract
online or use another means to notify the customer.
3. Customer Acceptance: Customer accepts, declines, or requests additional information
either through the Online Acceptance Portal or verbally.
4. Internal Approval: After the customer or sales representative accepts the contracts the
Internal Approval action is available from the Administrator Workbench.
5. Activation: Application activates the contract following acceptance and approval.
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Chapter 2 - Page 5
Negotiation Phases for a Renewed Contract
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Negotiation Phases for a Renewed Contract

The slide shows the negotiation phases for a renewed contract.
1. Contract Renewal and Branching: The application can create a renewal from a renewal event
or you can create a renewal manually from the Service Contracts Authoring form. After the
renewal contract is created, the application initiates a workflow for that contract and the
negotiation status is set to Draft. Workflow determines the routing of the renewal contract
based on two parameters: Renewal Process Type and threshold amounts.
2. Notify Customer: Customer receives notifications that a renewal contract has been created
and is awaiting approval.
Manual Renewals: The renewal specialist who is managing contracts has three options
for notifying the customer. He can:
- Print a quote letter to fax or mail.
- Send the quote letter in an e-mail.
- Publish the quote online.
- The application stamps the negotiation status accordingly.
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Chapter 2 - Page 6
Online Renewals: Contracts that qualify for online renewals are published to the
customer and do not require manual intervention. Every time a quote is sent by e-mail
or published online, the workflow process runs a quality assurance (QA) check to
validate the contract. If the contract fails this QA check, the action is abandoned and the
application stamps the negotiation status.
3. Customer Acceptance: Customer acceptance can be both implicit and explicit when the quote
is published online.
If the customer accepts the contract from the online portal, Workflow updates the
negotiation status and routes the contract back to the renewal specialist.
If the renewal specialist submits a contract in Quote Published status for approval, this
assumes implicit customer acceptance. For manual contracts, the renewal specialist
submits contract for internal approval after securing written or verbal customer
acceptance.
4. Internal Approval: The Approval Workflow is a sub workflow within the base workflow.
After a contract is submitted for approval, Workflow uses Approvals Management Engine
(AME) to derive the contract approver and routes the contract to that approver.
5. Activation: After a contract is approved, the application activates the contract. The contract
status changes to Active or Signed and the negotiation status changes to Complete.
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Chapter 2 - Page 7
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Explaining the Negotiation Phases and Statuses
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The slide lists the statuses for the Negotiation and Customer phases.
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Chapter 2 - Page 8
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The slide lists the statuses for the Customer Acceptance phase.
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Chapter 2 - Page 9
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The slide lists the statuses for the Internal Approval and Activation phases.
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Summary
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Chapter 2 - Page 11
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Chapter 2 - Page 12
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Using the Administrator

Workbench and Explaining
the Customer Acceptance
Portal
Chapter 3
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Using the Administrator Workbench and Explaining the Customer Acceptance Portal
Chapter 3 - Page 1
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Using the Administrator Workbench and Explaining the Customer

Acceptance Portal
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Chapter 3 - Page 2
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Objectives
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Chapter 3 - Page 3
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Overview
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Overview
The slide shows an overview of how sales representatives and customers typically access
contract information during contract negotiation.
Sales Representatives: Use the Administrator Workbench to review notifications and in process
contracts. However, there are other ways to access Service Contracts HTML pages throughout
the Oracle E-Business Suite.
Customers: Use the Customer Acceptance Portal to accept, decline, or request additional
information for a contract.
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Chapter 3 - Page 4
Administrator Workbench
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Administrator Workbench
(N) Contracts Administration > Administrator Workbench
The Administrator Workbench enables you to track progress of workloads and initiate follow up
actions on contracts under negotiation. Sales representatives may have several open quotes in
various stages of negotiation. These open quotes may be undergoing revisions, awaiting
approvals for special terms, or with customers for review. Following is a description of the bins
and portlets:
Quick Search: Enables you to perform a search using a search intent and search criteria. You
can also navigate to an advanced search page for an expanded criteria list.
Notifications: Provides a list of open notifications that require your attention. From this
region, you can view notification details and submit responses.
My In Process Contracts: Provides a list of views for open service contracts that are assigned
to you. The following views for open service contracts are seeded in the application: All In
Process Contracts, Follow Up Actions, Online Quotes, Pending Internal Approval, Pending
Quotes, Pending Salesrep Assistance, Reminder Sent, and Renewals.
Shortcuts: Provides a list of links that provide shortcuts to other functions within Oracle
Service Contracts.
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Chapter 3 - Page 5
Notifications
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Notifications
You can access the Notification Detail page from the Administrator Workbench. From this page,
you can approve, reject, delegate, or request information by clicking the appropriate action
button. The preceding table shows examples of the notifications that you may see. This table
extends to the following slide.
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Chapter 3 - Page 6
Notifications
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Chapter 3 - Page 7
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My In Process Contracts
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My In Process Contracts
The preceding slide lists the actions that you can perform from My In Process Contracts:
Publish a contract to a customer. The Publish to Customer action publishes selected contracts
to the Online Acceptance Portal. You can publish one or multiple contracts online.
Submit a contract for approval. The Submit for Approval action puts the contract in the
approvers worklist. You can submit one or multiple contracts for approval.
Disable and enable reminders. The Disable Reminders and Enable Reminders actions affect
whether customers get reminder notifications for contracts from the auto reminder program
for contracts that require customer acceptance. You can disable or enable reminders for one
or multiple contracts.
Run the QA check. The Run QA Check action allows you to run the QA check for one or
multiple contracts.
Update contracts. The Mass Update and Update Contract actions allow you to make updates
within the HTML user interface.
Review the contract. The Open Contract action allows you to open a single contract in the
forms user interface, where you can make and save updates.
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Chapter 3 - Page 8
E-mail the customer. The Email Customer action allows you to send an e-mail to a customer
related to a single contract.
Print a quote. The Print Quote action allows you to print a quote for a single contract.
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Chapter 3 - Page 9
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Guided Demonstration - Using the Administrator Workbench

Overview of the Administrator Workbench
1.
Navigate to the Administrator Workbench.
(N) Contract Administration > (M) Administrator Workbench
This opens the Administrator Workbench.

2.
Perform a Quick Search
3.
From the Search LOV you can choose the following options:
Contract Number
Customer Name
Days Until Follow-Up Action Due
Party Number
Serial Number
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Review Notifications
A list of open notifications that require your attention appears at the top of the page. From
this region, you can view notification details and submit responses.
Click Full List to see all your notifications.
To open a notification, select the corresponding Subject link.
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The Notification Detail page appears. From this page, you can approve, reject, delegate,
or request information by clicking the appropriate action button. If a notification does
not require a response, a note appears at the top of the page. You can select OK to close
the notification and return to the Administrator Workbench.
Select an action:
Approve: Opens the Notification Detail page > To approve the contract, enter a
response note > (B) Approve.
Reject: Opens the Notification Detail page > To reject the contract, enter a response
note > (B) Reject.
Delegate: Opens the Delegate Notification page > To delegate a notification, select
an assignee > Enter comments > (B) Submit.
Request Information: Opens the Request Information page > To request
information, select the individual from whom you want to request more information,
enter the information requested > (B) Submit.
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Chapter 3 - Page 10
OK: Returns to the Administrator Workbench.

Note: You can return to the Administrator Workbench, by selecting the Service
Contracts link preceding the notification title.
4.
Review Shortcuts
The Shortcuts bin provides links to other functions within Oracle Service Contracts. You
can use the Shortcuts bin to search for contracts or create contracts:
Advanced Search: Opens the Advanced Search page.
Create Service Agreement: Opens the Service Contracts Authoring window with a
Status of Entered and a Category of Service Agreement.
5.
Review My In Process Contracts
View (LOV)
Shows the following options for view:
My In Process Contracts: A list of views for open service contracts that are
assigned to you. The following views for open service contracts are seeded in the
application.
All In Process Contracts: A list of all open contracts under negotiation or pending
approval and activation.
Follow Up Actions: A list of open contracts with assigned follow-up actions and
due dates.
Online Quotes: A list of all open contracts that are routed for automatic online
customer acceptance.
Pending Internal Approval: A list of all contracts that are accepted by customers
and pending internal review and approval
Pending Quotes: A list of all open contracts for which quotes have been sent to the
customer. This view does not include contracts that have been accepted by the
customer and are pending approval.
Pending Salesrep Assistance: A list of online acceptance contracts for which
customers requested assistance in clarifying terms or want to make corrections.
This is the default view for the bin.
Reminder Sent: A list of open contracts for which reminder notices have been sent
to the customer.
Renewals: A list of all open renewals under negotiation.
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Using My In Process Contracts

6.
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Scroll to the My In Process Contracts bin.
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From the My In Process Contract bin, you can:

Identify follow-up actions on contracts.
Publish contract online to customers.
Chapter 3 - Page 11
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Submit contract for internal review.

Manage reminders and notifications.
Run quality check to validate contract information.
Open the contract in the Service Contracts Authoring window for editing.
Initiate communication with customers through e-mail.
Note: The My In Process bin actions are separated based on whether they can be
performed on a single contract or multiple contracts.
Actions performed on multiple contracts: Publish to Customer, Submit for
Approval, Disable Reminders, Enable Reminders, Run QA Check
Actions performed on single contracts: Open Contract, Email Customer, Print
Quote
Publishing a Contract to a Customer for Acceptance
7.
From the My In Process Contracts, select All in Process Contracts from the View menu
and click Go.
A list of contracts appears in the My In Process Contracts region.

8.
Choose the Select check box next to the contract that you want to publish to a customer for
approval.
9.
From the Select Contracts list, select Publish to Customer and Click Go
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A confirmation appears, which indicates the contracts that have been submitted for
online acceptance. If the contract is already published online, a message appears
indicating that the contract is already published.
Submit a Contract for Approval
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10. From the My In Process Contracts, select All in Process Contracts from the View menu.
11. Choose the Select check box next to the contract that you want to publish to a customer for
approval.
12. From the Select Contracts list, select Submit for Approval and click Go.
A confirmation appears indicating the contracts that have been submitted for approval.
If the contract is already submitted for approval, a message appears indicating that the
contract is already in the approval queue.
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Suppress Reminders
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13. From the My In Process Contracts, select All in Process Contracts from the View menu
and click Go.
Chapter 3 - Page 12

14. Choose the Select check box next to the contract that you want to disable reminders.
15. From the Select Contracts list, select Disable Reminders click Go.
A confirmation appears, which indicates that reminders have been disabled for the
selected contracts. All contracts for which reminders have been suppressed are marked
with an icon next to the contract number.
Enable Reminders
16. From the Select Contracts list, select Enable Reminders and click Go.
A confirmation appears, which indicates that reminders have been enabled for the selected
contracts.
Run the Quality Assurance Check
and click Go.
18. A list of contracts appears in the My In Process Contracts region.
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approval.
20. From the Select Contracts list, select Run QA Check and click Go.
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A confirmation appears, which indicates the QA Check concurrent request has been submitted
and provides a concurrent request id. For information about QA check, see Service Contract
Authoring Script.
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Open a Contract
and click Go.
23. Choose the Select check box next to the contract that you want to open.
24. From the Select Contracts list, select Open Contract and click Go.
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The Service Contracts Authoring window appears. You can make updates to the contract in this
form. For information about the Service Contracts Authoring window, see Service Contract
Authoring Script.
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Chapter 3 - Page 13
Send an E-Mail to a Customer

and click Go.
28. From the Select Contracts list, select Email Customer and click Go.
The Email Customer: Service Contract page appears.
29. At a minimum, you must complete the fields that contain an asterisk, such as:
Field
Value
To
service@localhost.oracleads.com {Default}
NOTE: You can also use your Oracle email
address or your personal email account
From
ebusiness_vision@yahoo.com {Default}
Message Layout Template

(LOV)
Reminder Notice - Sample {Or other relevant

template}
Note: After you select a template, you can
preview the template by clicking the Preview
button to the right of the field. It will display
the template in PDF format.
Attachment Layout
Template (LOV)
Quote Letter - Sample {Or other relevant

template}
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Subject
{Default - Contract Number xxxxx}
Email Text
{Optional}
30. Click Send.
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A confirmation message appears at the top of the page, which indicates that the e-mail has been
sent successfully to the customer contact.
31. Print Quotes and Contracts
and click Go.
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Chapter 3 - Page 14
33. Choose the Select check box next to the contract for which you want to create a Quote
Document.
34. From the Select Contracts list, select Print Quote and click Go.
The File Download window appears.
You may choose to open the file or save to the file to your computer.
If you chose to open the XML output file, the Quote Document opens in PDF format in a new
window.
35. Review the details on the Quote Document, such as:
Contract number
Short description
Contract term (start and end dates)
Amount
Line details
You can print the Quote Document for your computer.
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Chapter 3 - Page 15
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Practice Overview: Using the Administrator Workbench
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Chapter 3 - Page 16
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Practice - Using the Administrator Workbench

Overview
In this practice you will log in to the Administrator Workbench and perform actions from the My
In Process Contracts bin.
Assumptions
Tasks
Complete the navigation listed in the solution section.
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Chapter 3 - Page 17
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Solution Using the Administrator Workbench

Overview of the Administrator Workbench
1.
Navigate to the Administrator Workbench.
(N) Contract Administration > (M) Administrator Workbench
This opens the Administrator Workbench.
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2.
Perform a Quick Search
3.
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From the Search LOV you can choose the following options:
Contract Number
Customer Name
Days Until Follow-Up Action Due
Party Number
Serial Number
Review Notifications
A list of open notifications that require your attention appears at the top of the page. From
this region, you can view notification details and submit responses.
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Click Full List to see all your notifications.
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To open a notification, select the corresponding Subject link.
Chapter 3 - Page 18
The Notification Detail page appears. From this page, you can approve, reject, delegate,
or request information by clicking the appropriate action button. If a notification does
not require a response, a note appears at the top of the page. You can select OK to close
the notification and return to the Administrator Workbench.
Select an action:
Approve: Opens the Notification Detail page > To approve the contract, enter a
response note > (B) Approve.
Reject: Opens the Notification Detail page > To reject the contract, enter a response
note > (B) Reject.
Delegate: Opens the Delegate Notification page > To delegate a notification, select
an assignee > Enter comments > (B) Submit.
Request Information: Opens the Request Information page > To request
information, select the individual from whom you want to request more information,
enter the information requested > (B) Submit.
OK: Returns to the Administrator Workbench.
Note: You can return to the Administrator Workbench, by selecting the Service
Contracts link preceding the notification title.
4.
Review Shortcuts
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The Shortcuts bin provides links to other functions within Oracle Service Contracts. You
can use the Shortcuts bin to search for contracts or create contracts:
Advanced Search: Opens the Advanced Search page.
Create Service Agreement: Opens the Service Contracts Authoring window with a
Status of Entered and a Category of Service Agreement.
5.
Review My In Process Contracts
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View (LOV)
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Shows the following options for view:

My In Process Contracts: A list of views for open service contracts that are
assigned to you. The following views for open service contracts are seeded in the
application.
All In Process Contracts: A list of all open contracts under negotiation or pending
approval and activation.
Follow Up Actions: A list of open contracts with assigned follow-up actions and
due dates.
Online Quotes: A list of all open contracts that are routed for automatic online
customer acceptance.
Pending Internal Approval: A list of all contracts that are accepted by customers
and pending internal review and approval
Pending Quotes: A list of all open contracts for which quotes have been sent to the
customer. This view does not include contracts that have been accepted by the
customer and are pending approval.
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Chapter 3 - Page 19
Pending Salesrep Assistance: A list of online acceptance contracts for which

customers requested assistance in clarifying terms or want to make corrections.
This is the default view for the bin.
Reminder Sent: A list of open contracts for which reminder notices have been sent
to the customer.
Renewals: A list of all open renewals under negotiation.
Using My In Process Contracts
6.
Scroll to the My In Process Contracts bin.
From the My In Process Contract bin, you can:

Identify follow-up actions on contracts.
Publish contract online to customers.
Submit contract for internal review.
Manage reminders and notifications.
Run quality check to validate contract information.
Open the contract in the Service Contracts Authoring window for editing.
Initiate communication with customers through e-mail.
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Note: The My In Process bin actions are separated based on whether they can be
performed on a single contract or multiple contracts.
Actions performed on multiple contracts: Publish to Customer, Submit for
Approval, Disable Reminders, Enable Reminders, Run QA Check
Actions performed on single contracts: Open Contract, Email Customer, Print
Quote
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Publish a Contract to a Customer for Acceptance

7.
From the My In Process Contracts, select All in Process Contracts from the View menu
and click Go.

8.
Choose the Select check box next to the contract that you want to publish to a customer for
approval.
9.
From the Select Contracts list, select Publish to Customer and Click Go
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Chapter 3 - Page 20
A confirmation appears, which indicates the contracts that have been submitted for
online acceptance. If the contract is already published online, a message appears
indicating that the contract is already published.
Submit a Contract for Approval
and click Go.
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approval.
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12. From the Select Contracts list, select Submit for Approval and click Go.
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Chapter 3 - Page 21
A confirmation appears indicating the contracts that have been submitted for approval.
If the contract is already submitted for approval, a message appears indicating that the
contract is already in the approval queue.
Suppress Reminders
and click Go.
14. Choose the Select check box next to the contract that you want to disable reminders.
15. From the Select Contracts list, select Disable Reminders click Go.
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A confirmation appears, which indicates that reminders have been disabled for the
selected contracts. All contracts for which reminders have been suppressed are marked
with an icon next to the contract number.
Enable Reminders
16. From the Select Contracts list, select Enable Reminders and click Go.
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Chapter 3 - Page 22
17.
A confirmation appears, which indicates that reminders have been enabled for the selected
contracts.
Run the Quality Assurance Check
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and click Go.
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20. From the Select Contracts list, select Run QA Check and click Go.
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Chapter 3 - Page 23
A confirmation appears, which indicates the QA Check concurrent request has been submitted
and provides a concurrent request id. For information about QA check, see Service Contract
Authoring Script.
Open a Contract
and click Go.
23. From the Select Contracts list, select Open Contract and click Go.
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The Service Contracts Authoring window appears. You can make updates to the contract in this
form. For information about the Service Contracts Authoring window, see Service Contract
Authoring Script.
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Chapter 3 - Page 24
Send an E-Mail to a Customer
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and click Go.
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26. From the Select Contracts list, select Email Customer and click Go.
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The Email Customer: Service Contract page appears.

Chapter 3 - Page 25
27. At a minimum, you must complete the fields that contain an asterisk, such as:
Field
Value
To
service@localhost.oracleads.com {Default}
NOTE: You can also use your Oracle email
address or your personal email account
From
ebusiness_vision@yahoo.com {Default}
Message Layout Template

(LOV)
Reminder Notice - Sample {Or other relevant

template}
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Attachment Layout
Template (LOV)
Quote Letter - Sample {Or other relevant

template}
Subject
{Default - Contract Number xxxxx}
Email Text
{Optional}
28. Click Send.
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A confirmation message appears at the top of the page, which indicates that the e-mail has been
sent successfully to the customer contact.
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Chapter 3 - Page 26
Print Quotes and Contracts

and click Go.
30. Choose the Select check box next to the contract for which you want to create a Quote
Document.
31. From the Select Contracts list, select Print Quote and click Go.
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The File Download window appears.
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You may choose to open the file or save to the file to your computer.
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If you chose to open the XML output file, the Quote Document opens in PDF format in a new
window.
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32. Review the details on the Quote Document, such as:

Contract number
Short description
Contract term (start and end dates)
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Chapter 3 - Page 27
Amount
Line details
You can print the Quote Document for your computer.
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Chapter 3 - Page 28
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Service Contracts HTML User Pages
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Service Contracts HTML Pages

HTML pages are accessible from the Service Contract Administrator workbench, the Service
Contracts Search page, the Oracle Installed Base Mass Update workbench, the Oracle Installed
Base Instance Details page, the Oracle Sales Online Customer Details page, and the Daily
Business Intelligence (DBI) portal for service contracts. From the HTML pages, you can view
the following:
Service lines and covered product level information for all line types
Billing schedules
Billing history
Notes
Attachments
Interactions
Contract terms
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Chapter 3 - Page 29
Customer Acceptance Portal
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Contracts appearing within the portal can be manually submitted by the sales representative as
well as generated with the Online renewal process. After logging into the Customer Acceptance
Portal, a customer can accept, decline, or request additional information for each contract.
Customers can:
Specify payment methods that comply with regional requirements for their international
contracts. Acceptable payment methods are defined within Global Contracts Defaults and
include credit card, commitment, purchase order, check, or wire.
Upload a payment document, such as the image of a PO or check.
Capture cancellation reasons and comments.
After a customer accepts or declines a contract, it is no longer available in the pending contracts
region. Contracts for which customers request assistance remain available. Additionally, sales
representatives can:
Review request assistance messages and cancellation notes within the customer interactions.
Maintain customer account and password information.
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Chapter 3 - Page 30
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The slide shows the notifications that may require acceptance within the Customer Acceptance
Portal. Below each notification is a description of when the notification is generated.
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Chapter 3 - Page 31
Guided Demonstration - Accessing the Customer Acceptance

Portal
Review Example
1.
Click the Login url link within the e-mail.
2.
Login using the Username and Password, for example,

service@localhost.oracleads.com/welcome.
3.
Select Service Contracts Online Acceptance.
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Chapter 3 - Page 32
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Summary
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Chapter 3 - Page 33
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Chapter 3 - Page 34
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Managing the Contract

Lifecycle
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Chapter 4
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Managing the Contract Lifecycle
Chapter 4 - Page 1
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Chapter 4 - Page 2
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Objectives
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Chapter 4 - Page 3
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Mass Changes
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Mass Change
The slide shows a scenario where the contract administrator would like to change the price list
for several contracts.
Mass change is allowed for contracts that are in appropriate status, where the operation update
online is permitted.
Note: Canceled contracts and Entered contracts that contain no lines do not appear in the Mass
Change form. This form is designed for contract administrators to centrally manage contracts,
which are generally in the Active status. Entered contracts, which may have lines and no sublines
are essentially acted upon by assigned sales representatives who do not typically need to perform
mass changes. Sales representatives are usually managing a limited number of contracts with
specific requirements, rather than a large number of contracts that may require mass changes.
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Chapter 4 - Page 4
Mass Change Update Level
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Mass Change Update Level

The update level is seeded, but may also be restricted by use of the OKS: Mass Change Security
Level profile option. If the security of the profile option is turned on, the list may contain only
the Contract and Contract Group levels; otherwise, the following is the list of update levels
available:
Category
Contract Group
Operating Unit
Party
The slide shows the price list attribute being updated at the party level for all Business World
contracts.
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Chapter 4 - Page 5
Mass Change Attributes
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Mass Change Attributes

The following attributes are permitted for mass change that can be selected from the Attribute's
LOV in the Mass Change header:
Accounting Rule
Agreement
Business Process Price List
Contract End Date
Contract Group
Contract Line Ref
Contract Start Date
Contract Renewal Type
Coverage End Time
Coverage Start Time
Coverage Timezone
Coverage Type
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Chapter 4 - Page 6
Header Bill to Address

Header Ship to Address
Invoicing Rules
Known As
Party Billing Contact
Party Shipping Contact
Payment Term
PO Numbering for Billing
PO Required for Renewal
Preferred Engineer
Preferred Resource Group
Price List
Product Line Ref
Reaction Time
Resolution Time
Revenue Account
Salesperson
Summary Print
Note: If the billing schedule is defined with Equal Amount or Covered Level, you cannot use
Mass Change to modify either the contract start date or the contract end date, as the billing
schedule must be adjusted for each individual contract.
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Chapter 4 - Page 7
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Guided Demonstration - Performing a Mass Change to a Service

Contract
Execute a Mass Change
1.
(N) Contract Administration > Mass Change
The Mass Change Operation form appears.

2.

Field
Value
Name
Change Payment Terms
Update Level
Contract
Value
Your Contract Number
Attribute
Price List
Old Value
Corporate
New Value
Business World
3.
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Click Search.
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The application displays the contract that meets your specifications within the Results region.
4.
Review returned results,
5.
Confirm your contract number is selected
6.
Click Submit.
The Mass Change Submission window appears.

7.
Select the As Soon As Possible radio button.
8.
Click OK.
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The Note window appears.
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9.
Record the request id number ___________________, such as 4953949.
Chapter 4 - Page 8
View the Request

10. Click View Request.
11.Click Find.
12. Make sure that your request completes successfully with normal status.
13. Close the Requests window.
14. Close the Mass Change Operation window.
15. From the Application Navigator, double-click on Mass Change under the Contract
Administration menu.
The Mass Change Operation window appears.
16. Press the Ctrl and F11 keys on your keyboard to enter a query.
The application displays a list of contracts in the Results region with the Process Status in the
last column.
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View the Mass Change
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18. View the Mass Change:
Click the flashlight (Find) icon.
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The Search Templates and Contracts window launches.
19. Enter your contract number in the Contract Number field.

20. Click Search.
The application displays and highlights the contract in the Results region.
21. Right-mouse-click on the contract to select Open.
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The application displays Business World in the Price List field.
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Chapter 4 - Page 9
Practice 1 Overview: Performing a Mass Change to a Service

Contract
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Chapter 4 - Page 10
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Practice - Performing a Mass Change to a Service Contract

Overview
In this practice you perform mass changes to a service contract. The instructor may demonstrate
this practice rather than have you complete it.
Assumptions
Tasks
1.
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Enter the following information and process the mass change:

Field
Value
Name
Update Level
Contract
Value
Attribute
Price List
Old Value
Corporate
New Value
Business World
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View the Request

2.
View the request and confirm that the mass change has been processed.

3.
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View the mass change in the Service Contracts Authoring window.
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Chapter 4 - Page 11
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Solution Performing a Mass Change to a Service Contract

1.
(N) Contract Administration > Mass Change
The Mass Change Operation form appears.

2.

Field
Value
Name
Update Level
Contract
Value
Attribute
Price List
Old Value
Corporate
New Value
Business World
3.
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Click Search.
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The application displays the contract that meets your specifications within the Results region.
4.
Review returned results.
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Chapter 4 - Page 12
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5.
Confirm your contract number is selected
6.
Click Submit.
The Mass Change Submission window appears.

7.
Select the As Soon As Possible radio button.
8.
Click OK.
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The Note window appears.

9.
Record the request id number ___________________, such as 4945172.
View the Request
10. Click View Request.

11. Click Find.
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Chapter 4 - Page 13
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12. Make sure that your request completes successfully with normal status.
13. Close the Requests window.
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15. From the Application Navigator, double-click on Mass Change under the Contract
Administration menu.
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The Mass Change Operation window appears.
16. Press the Ctrl and F11 keys on your keyboard to enter a query.
The application displays a list of contracts in the Results region with the Process Status in the
last column.
18. View the Mass Change:
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Click the flashlight (Find) icon.

Chapter 4 - Page 14
The Search Templates and Contracts window launches.

19. Enter your contract number in the Contract Number field.
20. Click Search.
The application displays and highlights the contract in the Results region.
21. Right-mouse-click on the contract to select Open.
The application displays Business World in the Price List field.
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Chapter 4 - Page 15
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Change Requests
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Change Requests
Change requests provide more control over tracking the changes made to a contract through its
life cycle.
If the Active status does not allow online updates, then any changes to the contract would have to
go through the change request process. After a change request has been approved, a notification
is sent to the contract administrator. From the Inbox, you can open the contract for update. In this
situation the Open for Update button is not visible in the contract itself.
After you complete the contract updates, you can run the contract through the QA Check and if
everything passes, the contract status is set back to Active.
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Chapter 4 - Page 16
Guided Demonstration - Initiating a Change Request

Create a Change Request
1.
(N) Contract Administration >Launch Pad

2.
3.
Select your active service contract from the right side of the form.
Use the Active Service Contract that you created previously.

4.
Right-mouse-click on the right hand side of the window and select Create Change
Request.
A Create Change Request window opens.

5.
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Field
Value
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Request Name
Add New Billing Contact
Description
Requested By
Your User or EBUSINESS (Auto Populated)
6.
Select the Admin subtab.
7.
Select the Workflow Name LOV.
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The application defaults to CHANGE APPROVAL PROCESS. The system auto populates the
Approval Process to CHK_APPROVAL_PROCESS after it executes.
8.
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Click the LOV in the Administrator field to select Taylor, Mr. Phillip Charles.
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This is the person to whom the workflow notification is sent.

9.
Save.
Chapter 4 - Page 17
10. Click Submit for Approval.

The system opens the Submitted for Approval window.
11. Click OK.
The system reopens the Oracle Contracts window.
Approve the Change Request
12. Select the Launchpad tab.
13. Click Find.
The InBox Find window opens.
14. Select Change Request Approval from the Select Notification Type list.
15. Click Find.
16. Highlight your contract (Change Request XXX for the Contract XXX - Require Your
Approval), and click Respond.
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17. Click Approve.
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Create Changes on the Contract
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20. Click Find.
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21. Select Change Request Approved in the Select Notification Type (LOV).
22. Click Find.
The InBox contains a list of change requests that have been approved.
23. Highlight the change request for your contract.
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24. Click Open.
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The Service Contracts Authoring window opens. The contract is in QA Hold status.
25. Highlight the Customer line (Business World) in the Party region.
Chapter 4 - Page 18
26. Click the second row under the Contacts region.

27. Enter the role and name with the following information:
Field
Value
Role
Billing
Name
DeLarussie, Jaques
28. Save.
The application takes you back to the Oracle Contracts window Launchpad tab.
Perform a QA Check for the Changed Contract
31. Select the Service folder.
32. Right-mouse-click on the right side of the window to select Refresh.
33. After the screen refreshes, highlight and then double click on your contract.
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The Contract Execution window opens. (The window shows the contract number instead of a
form name).
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35. Select Change Requests from the Select LOV.

36. Highlight the line that has the change request.
37. Click Open.
The Create Change Requests window opens.

38. Select the Admin subtab.
39. Click Check Contract.
The Quality Assurance Results window opens.
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40. Review the results and click OK.
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The application takes you back to the Create Change Requests window.
41. Select the todays date in the Applied field.
Chapter 4 - Page 19
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This date is the date you made the changes to the contract.
42. Save.
The application takes you back to the Contract Execution window.
44. Close the Execution Window
45. Right-mouse-click to select Refresh.
46. Locate and open your contract.
47. Notice the status is now Active.
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Chapter 4 - Page 20
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Practice 2 Overview: Initiating a Change Request
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Chapter 4 - Page 21
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Practice - Initiating a Change Request

Overview
In this practice you will modify an active service contract.
Assumptions
Tasks
1.
Select a contract with an active status from the Service folder.
2.
Initiate a change request with the following information:

Field
Value
Request Name
Description
Requested By
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3.
Add Taylor, Mr. Phillip Charles as the Administrator.
4.
Submit the change request for approval.

5.
Approve the change request.

6.
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Make the changes to the contract as follows:
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Field
Value
Chapter 4 - Page 22
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Role
Billing
Name
DeLarussie, Jaques

7.
Run the QA check to return the contract to Active status.
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Chapter 4 - Page 23
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Solution Initiating a Change Request

1.
(N) Contract Administration >Launch Pad

2.
3.
Select your active service contract from the right side of the form.
Use the Active Service Contract that you created previously.

4.
Right-mouse-click on the right hand side of the window and select Create Change
Request.
A Create Change Request window opens.

5.

Field
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Request Name
Description
Requested By
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6.
Select the Admin subtab.
7.
Select the Workflow Name LOV.
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The application defaults to CHANGE APPROVAL PROCESS. The system auto populates the
Approval Process to CHK_APPROVAL_PROCESS after it executes.
8.
Click the LOV in the Administrator field to select Taylor, Mr. Phillip Charles.
This is the person to whom the workflow notification is sent.

9.
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Save.
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10. Click Submit for Approval.
The system opens the Submitted for Approval window.

Chapter 4 - Page 24
11. Click OK.

The system reopens the Oracle Contracts window.
13. Click Find.
14. Select Change Request Approval from the Select Notification Type list.
15. Click Find.
16. Highlight your contract (Change Request XXX for the Contract XXX - Require Your
Approval), and click Respond.
17. Click Approve.
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20. Click Find.
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21. Select Change Request Approved in the Select Notification Type (LOV).
22. Click Find.
The InBox contains a list of change requests that have been approved.
23. Highlight the change request for your contract.
24. Click Open.
The Service Contracts Authoring window opens. The contract is in QA Hold status.
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25. Highlight the Customer line (Business World) in the Party region.
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26. Click the second row under the Contacts region.
27. Enter the role and name with the following information:
Chapter 4 - Page 25
Field
Value
Role
Billing
Name
DeLarussie, Jaques
28. Save.
The application takes you back to the Oracle Contracts window Launchpad tab.
31. Select the Service folder.
32. Right-mouse-click on the right side of the window to select Refresh.
33. After the screen refreshes, highlight and then double click on your contract.
The Contract Execution window opens. (The window shows the contract number instead of a
form name).
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35. Select Change Requests from the Select LOV.
36. Highlight the line that has the change request.
37. Click Open.
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The Create Change Requests window opens.

38. Select the Admin subtab.
39. Click Check Contract.
The Quality Assurance Results window opens.

40. Review the results and click OK.
The application takes you back to the Create Change Requests window.
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41. Select the todays date in the Applied field.
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This date is the date you made the changes to the contract.
42. Save.
Chapter 4 - Page 26
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The application takes you back to the Contract Execution window.
44. Close the Execution Window
45. Right-mouse-click to select Refresh.
46. Locate and open your contract.
47. Notice the status is now Active.
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Chapter 4 - Page 27
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Contract Versions
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Contract Versions
The contract version consists of a major version and a minor version. The major and minor
versions are separated by a period. When a contract is created, the version is set to 0.0. The
minor version increases incrementally each time that the contract is changed.
When you create a new version, the major version number of a contract is changed from its most
recent value to the next increment. The minor version changes each time that the contract is
changed, but the major version will not change again unless you create another contract version.
You can access the Create New Version function from the Tools menu.
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Chapter 4 - Page 28
Returns and Credits
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Returns
The service credit option for an RMA is determined by the Global Contracts Default setting, as
the service credit termination always comes from Oracle Service Contracts.
Full: Product line in Oracle Service Contracts is terminated as of the start date of the product
line and a full credit is issued.
Calculated: Product line in Oracle Service Contracts is terminated as of the return date of the
product. A partial prorated credit is issued based on the return date.
None: Product line in Oracle Service Contracts is terminated as of return date and no credit is
issued.
Note: If there is a null value and nothing is passed in the parameter raise_credit, then Oracle
Service Contracts uses the credit option rule set in the Credit Amount field of the Global
Contracts Defaults window. You can set the credit option to Full, Calculated, or None.
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Chapter 4 - Page 29
Changing Contract Statuses
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Changing Contract Statuses

To access the Change Status window from the Contract Navigator, you can right click a contract
and select Change Status.
You can view the status history of a contract from the History tab of the Contract Execution
window.
Note: You can also view the status change history from the HTML View Only pages.
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Chapter 4 - Page 30
Where Do Contract Groups Fit In?
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Where Do Contract Groups Fit In?

During the contract authoring process the user can place the contract to different contract groups
to organize the created contracts.
The user can define their own contract groups and can establish a contract grouping hierarchy in
order to simplify the contract execution and administrating process.
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Chapter 4 - Page 31
Defining Contract Groups
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Defining Contract Groups

(N) Setup > Contract Groups > Contract Groups
Contract groups provide a convenient way to organize contracts by using any criteria you like.
Contract groups can either be public or private. Contract groups do not permit or restrict access
to contracts. Contract groups are visible in the Navigator.
Prerequisite
Make sure that you set the system profile option to OKC: Public Group Creator, if you want to
create public groups. If the system administrator gives you the privilege, then you can also create
public groups that are accessible to all users. Public groups can contain individual contracts, as
well as other public or private groups.
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Chapter 4 - Page 32
Maintaining Contract Groups
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Maintaining Contract Groups

(N) Contract Groups > Assign Contract Groups
Once you create a group, you need to maintain its membership. You can manage and oversee the
groups that were created by the group definition. Use the Contracts Grouping window to
maintain group hierarchies or to assign contracts to groups.
Use the Contracts tab page to place or move contracts within groups. Use the Find button to
locate specific contracts.
In the Groups tabbed page you can choose between two views. One view gives you access to all
unassigned contracts or groups. The other expands the candidates to all groups or contracts. Use
the left arrow button in the middle to select a group or contract from the right and add them to
the group on the left. To remove a contract or group, select that contract or group on the left side
and click the right arrow button.
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Chapter 4 - Page 33
Guided Demonstration - Maintaining Contract Groups

Create Contract Groups
1.
(N) Contract Groups > Contract Groups
2.

Field
Value
Name
XX-Contracts
Description
XX-Contracts
Public
No
3.
Click the New icon.
4.

Field
XX-Core Contracts
Description
XX-Core Contracts
Public
No
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5.
Click the New icon.
6.

Field
Value
Name
XX-Service Contracts
Description
Public
No
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Save.
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Name
7.
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Close the Contract Groups window.
Chapter 4 - Page 34
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Create Contract Group Hierarchy

9.
10. Select the node XX-Contracts.

11. Select the Groups tab.
12. Select the XX-Service Contracts and XX-Core Contracts group.
Note: Use the <Shift> or <Control> key.
13. Click Left Arrow.
14. Save.
Assign Contracts to a Group
15. Double click on the XX-Contracts group.
16. Select the XX-Core Contracts group.
17. Select the Contracts tab.
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Category
Service Agreement
Status
Active
20. Click Search.
21. Highlight one or more of the available contracts.

22. Click the Left Arrow.
23. Save.
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View the Folder and Contract from the Contract Navigator

25. (N) Contract Administration > Launch Pad
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26. Click the Contract Navigator tab.

Chapter 4 - Page 35
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27. Expand the XX-Contracts folder.

28. Select the XX-Core Contracts folder.
The contracts that you added appear on the right hand side of the window.
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Chapter 4 - Page 36
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Practice 3 Overview: Maintaining Contract Groups
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Chapter 4 - Page 37
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Practice - Maintaining Contract Groups

Overview
In this practice you will create a contract group.
Assumptions
Tasks
1.
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Create the following groups:

Field
Name
XX-Contracts
Description
XX-Contracts
Public
No
Field
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Value
Name
XX-Core Contracts
Description
XX-Core Contracts
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Name
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No
Chapter 4 - Page 38
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2.
Add the XX-Service Contracts and XX-Core Contracts groups to the XX-Contracts
node.

3.
Add one or more of the available contracts to the XX-Core Contracts group.

4.
Open the Contract Navigator and view the hierarchy.
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Chapter 4 - Page 39
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Solution Maintaining Contract Groups

1.
(N) Contract Groups > Contract Groups
2.

Field
Value
Name
XX-Contracts
Description
XX-Contracts
Public
No
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3.
Click the New icon.
4.

Field
Value
Name
XX-Core Contracts
Description
XX-Core Contracts
Public
No
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Chapter 4 - Page 40
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5.
Click the New icon.
6.

Field
Value
Name
Description
Public
No
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7.
Save.
8.
Close the Contract Groups window.
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9.

Chapter 4 - Page 41
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10. Select the node XX-Contracts.

11. Select the Groups tab.
12. Select the XX-Service Contracts and XX-Core Contracts group.
Note: Use the <Shift> or <Control> key.
13. Click Left Arrow.
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14. Save.
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15. Double click on the XX-Contracts group.

16. Select the XX-Core Contracts group.
17. Select the Contracts tab.
18. Click Find.
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Field
Category
Value
Service Agreement
Chapter 4 - Page 42
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Status
Active
20. Click Search.

21. Highlight one or more of the available contracts.
22. Click the Left Arrow.
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23. Save.
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25. (N) Contract Administration > Launch Pad
26. Click the Contract Navigator tab.
27. Expand the XX-Contracts folder.
28. Select the XX-Core Contracts folder.
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Chapter 4 - Page 43
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The contracts that you added appear on the right hand side of the window.
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Chapter 4 - Page 44
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Summary
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Chapter 4 - Page 45
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Chapter 4 - Page 46
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Setting Up Global Contracts

Defaults
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Chapter 5
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Setting Up Global Contracts Defaults
Chapter 5 - Page 1
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Chapter 5 - Page 2
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Objectives
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Global Contracts Defaults
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Chapter 5 - Page 4
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Overview Of Defaulting Levels
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Overview of Defaulting Levels

The application looks for renewal rules in the above order and uses the first applicable set of
rules it finds.
For example, suppose you set up your renewal preferences for the customer Business World and
your organization Vision Enterprises.
If an agent creates a contract for Business World, the application automatically defaults the
preferences you have set up at the party level, regardless of the organization that created the
contract.
If an agent at Vision Enterprises creates a contract for ABC Corp., it is subject to the renewal
rules you set up at the organization level. A contract for ABC Corp. created by an agent at Vision
Communications, another organization in your enterprise, is subject to the global rules only.
An agent creating or editing a contract, can override the defaults you set at any level by making
an entry in the Summary tab and Renewals subtab.
Note: Agents specifying renewals in individual contracts do not see the default values you enter
here.
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Chapter 5 - Page 5
Global Contracts Defaults Window Layout
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Global Contracts Defaults Window Layout

(N) Setup > Service Contracts > Global Contracts Defaults
You enter all of the different levels of default renewal rules in the same Global Contracts
Defaults window. Although the entries you make are almost identical for each defaulting rule
level, the user interface layout is different for entering global defaults (in the top half of the
window) to defaults at the party or organization level (the tabs in the lower half).
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Chapter 5 - Page 6
Global Field Categories and Main Fields
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Global Field Categories and Main Fields

The slide shows the groupings of the global fields, following are the main field names within
each grouping. Fields within the:
Renewal region include: Renewal Contract Group, Renewal Process, Approval, Layout
Template Set, Template Language, Grace Duration, Grace Period, PO Required, Estimated
Percentage, Estimated Duration, Estimated Period
Pricing/Billing region include: Pricing Method, Price List, Markup Percentage, Billing
Profile, Period Type, Period Start, Price UOM
Online Acceptance region include: Purchase Order, Credit Card, Check, Wire, Commitment,
Enable, Payment Terms, Help Desk.
Thresholds region include: Ledger Currency, Evergreen Amount, Online Amount, Credit
Card Amount, Evergreen Approval, Online Approval
Integration region include: New Contract Group, Approval Workflow, Party Role, Interface
Price Break, QA Checklist, Return Credit
Note: This page shows only the categories and main global fields. Almost exactly the same
fields are available for the party and organization levels, spread across the corresponding tabs.
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Chapter 5 - Page 7
Global Field Categories: Renewal
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Global Field Categories: Renewal

1. Specify the contract group to which the renewed contract will belong from the Renewal
Contract Group LOV
2. Select the renewal process from the Process LOV and the internal approval method from
the Approval LOV. The renewal process that you select affects which internal approval
methods are available. Following is a description of the renewal processes.
Evergreen: Customer acceptance will not be needed for activation.
Manual: All process steps will require a user action.
Online: An automatic submission will be provided.
Do Not Renew: Contract will not be renewed: If the renewal process is Do Not Renew,
you cannot select an approval value.
3. Select the XML layout template set and language from the Layout Template Set LOV and
the Template Language LOV
4. Specify a grace period beyond the expiration date of a renewed contract at no extra charge
by entering a grace duration and grace period
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Chapter 5 - Page 8
5. Require an agent to enter a purchase order number in the contract before it can become
active by selecting the PO Required check box Estimate the probability of renewal as well
as the time frame by which the revenue is realized with the Estimated Percentage,
Estimated Duration, and Estimated Period fields.
6. Estimate the probability of renewal as well as the time frame by which the revenue is
realized with the Estimated Percentage, Estimated Duration, and Estimated Period fields.
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Chapter 5 - Page 9
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Global Field Categories: Pricing/Billing
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Global Field Categories: Pricing/Billing

1. Define the pricing of the renewed contract from the Pricing Method LOV. The pricing
method that you select affects whether you must select a price list or enter a markup
percentage. Following is a description of the pricing methods
Manual: The application charges the customer the same price for the renewed contract
as they paid for the original contract.
Markup Percent: Automatically adjusts the price up or down by a percentage that you
enter. (A positive number marks up the price; a negative number discounts it.)
Optionally, you can cap the maximum adjustment based on a price list.
Price List: Charges the customer based on the price list that you enter in the Price List
field. The price charged is the current price listed in the price list at the time the
contract is renewed.
2. If necessary, select a price list from the Price List LOV.
3. If necessary, enter a markup percentage from the Markup Percentage LOV
4. Specify a billing schedule for the renewed contract, by selecting a billing profile from the
Billing Profile LOV. Billing profiles are templates that you can use to specify simple
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Chapter 5 - Page 10
periodic billing schedules and accounting and invoicing rules for the renewed contract. This
schedule overrides any billing schedule in the contract that is being renewed.
5. Define partial period attributes. A partial period is any billing period or service effective
duration that is not in multiples of Billing/Pricing Period unit of measure (UOM). For
example, a service may be priced and billed at a specific rate per month. If the service
duration is 01-Jan-06 to 15-Mar-06, the service amount that is priced or billed is calculated
based on the number of periods (months) in the duration; in this case, two full months for
January and February and one partial period for the 15 days in March. Partial periods define
how the application calculates pricing, billing, and termination amounts and can occur at the
beginning, the end, or both the beginning and the end of the service duration.
Note: Partial Period Duration is equal to the Actual Days in the Partial Period
(numerator) divided by the Total Number of Days in Pricing/Billing Period
(denominator). Number of days in the denominator is determined by Default
Pricing/Billing Period Type and Price UOM value of subline for pricing and for Default
Pricing/Billing Period Type and Billing Steam Period Duration for billing.
Following is a description of the fields that make up the partial period attributes:
- Period Start: Enables you to select where the partial period calculation occurs
within a pricing, billing, or termination duration when service starts in the middle of
a period. Service start counts full periods from service start date, then a partial
period at end. Calendar Month start counts full periods based on full calendar
months that span the duration.
- Price UOM:: Enables you to define a default period for pricing and billing. Valid
values are Day, Month, Quarter, Half-year and Year. If Month is specified as the
price unit of measure, then it is used as the basis for calculating partial periods for
all pricing, billing and termination calculations.
- Period Type: Enables you to define whether the duration is based on a fixed
definition or an actual definition. For example, for:
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-Fixed, a duration of 30 days is given for a month, 90 days for a quarter, and 360 days
for a year.
-Actual, a duration is based on actual days in the default period.
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Chapter 5 - Page 11
Global Field Categories: Online Acceptance Process
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Global Field Categories: Online Acceptance Process

1. Define which payment methods can be used for online acceptances by selecting the relevant
check box. Payment method can be set up to process or authorize payment with a purchase
order, credit card, check, wire, or commitment.
2. Enable the use of thresholds for the online acceptance process by selecting the Enable check
box. If this field is not selected, the online acceptance is processed. Enable is a yes or no
setting at global level. At operating unit and party level, the options are yes, no, and null. If
this field is set to:
Yes: Thresholds determine whether a contract automatically qualifies for renewal rule
Online at time of renewal based on the value of the contract.
No: Thresholds do not determine whether the contract qualifies for online renewal.
Null: The application traverses the hierarchy to the next level to determine the renewal
setting.
3. Select payment terms for the renewal.
4. Identify an individual the customer should contact with questions by selecting a name from
the Help Desk LOV.
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Chapter 5 - Page 12
Global Field Categories: Thresholds
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Global Field Categories: Thresholds

1. Select a currency.
2. Enter the limit for processing Evergreen renewals.
3. Enter the limit for processing Online renewals.
4. Enter the limit for processing credit card payments.
5. Define whether an internal review is required for Evergreen renewals.
6. Define whether an internal review is required for Online renewals.
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Chapter 5 - Page 13
Global Field Categories: Integration
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Global Field Categories: Integration

1. Specify a contract group for contracts created from order management by choosing the
contract group from the New Contract Group LOV.
2. Select a new approval workflow from the Approval Workflow LOV.
3. For contracts that are generated from Oracle Order Management, select Third Party from the
Party Role LOV.
4. Determine whether the contract is eligible for price breaks by selecting the Interface Price
Break check box.
5. Select a new QA checklist from the QA checklist LOV.
6. Change how return credits are processed from the Return Credit LOV.
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Chapter 5 - Page 14
Guided Demonstration - Defining Global Contracts Defaults

View the Global Contracts Defaults
1.
(N) Setup > Service Contracts > Global Contracts Defaults
The Global Contracts Defaults window appears.

Examine Global Values
2.
Confirm the region for each of the listed fields:

Field
Region
Renewal
Contract
Group
Renewal
Renewal
Process
Renewal
Pricing
Method
Pricing/Billing
Enable
Online Acceptance Process
Credit Card
Amount
Thresholds
QA Checklist
Integration
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Examine the Organizations Tab

3.
Confirm the subtab for each of the listed fields:

Field
Renewal
Contract
Group
Renewal
Process
Renewal
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Billing
Profile
Tab
Renewal
Pricing/Billing
Chapter 5 - Page 15
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Help Desk
Evergreen
Amount
Threshold
New Contract
Group
Integration
Examine the Parties Tab

3.
Confirm the subtab for each of the listed fields:

Field
Tab
Renewal
Contract
Group
Renewal Rules
Renewal
Process
Renewal Rules
Billing
Profile
Pricing/Billing
Purchase
Order
Internal
Approval
Threshold
Return Credit
Integration
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Chapter 5 - Page 16
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Setting Up Profile Options for Renewal Defaults
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Setting Up Profile Options for Renewal Defaults

You must also set up the following system profiles to supplement the entry of renewal rules:
OKS: Enable Sales Credits: Determines how Sales Person, Revenue Type Distribution,
Revenue Type, and Vendor Contact are derived during contract renewal. The options are:
Drop: no sales credit or vendor contact details are assigned to the renewal contract
Retain: sales credit or vendor contact details are copied from the previous contract
Derive: sales credit or vendor contact details from previous contract are dropped. The
revenue credit recipient and vendor contact derived as indicated by the following profiles:
Sales Person (unless OKS: Use Territories to Default Sales Representative is set to
Yes)
Revenue Type Distribution
Revenue Type
Vendor Contact
Derive for Revenue Type and Retain Other: sales credit or vendor contact details from
previous contract are dropped. The revenue credit recipient and vendor contact derived as
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Chapter 5 - Page 17
indicated by the profiles noted in Derive in the preceding list. Other types of revenue credit
are copied from the previous contract.
OKS: Use Territories to Default Sales Person: If this profile is set to Yes, the application
determines the default sales person assigned to the renewed contract based on sales territories.
If this profile is set to No, then the application determines the sales person for the contract
based on the value that is entered in OKS: Default Sales Person for Renewal.
OKS: Default Sales Person for Renewal: If OKS: Use Territories to Default Sales Person is set
to No, this profile determines the sales person to receive sales credit and to be listed as the
vendor contact. You must enter a sales agent in this profile or the contract fails to renew. An
agent can manually add additional sales people to the Sales Credits window and assign them
sales credits after the renewal agreement has been created.
OKS: Revenue Type Distribution for Sales Credit: This system profile assigns the percentage
of revenue that you specify to the sales agent who is determined from the previous two system
profiles. Agents can specify additional sales credits in the Sales Credit window, but the total of
revenue sales credits must always add up to 100 percent.
OKS: Revenue Type for Sales Credits: specifies whether you want to assign the sales agent
revenue credit or non-revenue credit.
OKS: Vendor Contact Role: specifies the vendor contact role to the renewal agreement. By
default this profile option is set to Salesperson.
OKC: Contract Approver: Set to the individual in your organization who is to approve renewed
contracts. The application notifies the agent that you specify here to approve any contracts that
are renewed under the Submit for Approval renewal type.
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Chapter 5 - Page 18
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Summary
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Chapter 5 - Page 19
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Chapter 5 - Page 20
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Confirming E-Business Suite

Setups for Oracle Service
Contracts
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Confirming E-Business Suite Setups for Oracle Service Contracts

Chapter 6 - Page 1
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Confirming E-Business Setups for Oracle Service Contracts
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Chapter 6 - Page 2
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Objectives
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Chapter 6 - Page 3
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General Setups
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Chapter 6 - Page 4
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System Administrator
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System Administrator
Define responsibilities. See Oracle Applications System Administrators Guide.
Set up printers (optional). See the topic about setting up printers in the Oracle Applications
System Administrators Guide.
Note
You can set up responsibilities using your own names for the responsibilities. In this course, the
standard responsibility for most of the Oracle Service Contracts setup steps is assumed to be
Service Contracts Manager. If you set up your own responsibilities, use the responsibility that
corresponds to Service Contracts Manager.
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Chapter 6 - Page 5
Key Flexfields
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Key Flexfields
When fully installing other applications, such as Oracle Human Resource Management or Oracle
Inventory, be sure to coordinate the flexfield setup for these products before defining the key
flexfields for Oracle Service Contracts. It is not recommended to change flexfields frequently.
For more information, see the Oracle Applications Flexfields Guide.
For each key flexfield, perform the following tasks (some are optional):
Define the flexfield structure
Define value sets
Define flexfield segments
Define flexfield segment values
Define security rules
Assign security rules
Define rollup groups
Define crossvalidation rules
Set Up Accounting Flexfield
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Chapter 6 - Page 6
You may not need to perform this step if you have already installed and set up Oracle General
Ledger, or performed a common applications setup. For additional information, see the Oracle
General Ledger Users Guide.
Set Up Human Resources Flexfields
You may not need to set up these key flexfields if you have already installed and set up Oracle
Human Resource Management Systems, or performed a common applications setup. For
additional information, see the Oracle Human Resources Users Guide.
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Chapter 6 - Page 7
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Calendars
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Calendars
If you have defined your calendars while setting up a different Oracle Applications product, you
can skip this step, unless you are performing a multi-org implementation. If you are performing a
multiorg implementation, you may optionally create more than one calendar.
Define period types. See Defining Period Types in the Oracle General Ledger Users
Guide.
Define accounting calendar. See Defining Calendars in the Oracle General Ledger Users
Guide.
Define transaction calendar. See Defining Transaction Calendars in the Oracle General
Ledger Users Guide. (Optional)
Define workday calendar. See Overview of Workday Calendar in the Oracle Bills of
Material Users Guide. (Optional)
Define exception templates. See Creating a Workday Exception Template in the Oracle
Bills of Material Users Guide. (Optional)
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Chapter 6 - Page 8
Currencies and Set of Books
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Currencies and Set of Books

If you have defined your currencies and set of books while setting up a different Oracle
Applications product, you can skip this step, unless you are performing a multi-org
implementation. If you are performing a multiorg implementation, you may optionally create
more than one currency and set of books.
Define currencies. See Defining Currencies in the Oracle General Ledger Users Guide.
Define conversion rate types. See Defining Conversion Rate Types in the Oracle General
Ledger Users Guide.
Assign your set of books to a responsibility. See Assigning Responsibility to Set of Books in
the Oracle General Ledger Users Guide.
Set up currency rates.
Set up accounting code combinations. See Setting up Accounting Code Combinations in the
Oracle General Ledger Users Guide.
Open and close accounting periods. See Opening and Closing Accounting Periods in the
Oracle General Ledger Users Guide.
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Chapter 6 - Page 9
Organizations
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Organizations
You may not need to perform this step if you have already installed and set up Oracle Inventory
or performed a general applications setup.
For more information, see the Oracle Human Resources Users Guide.
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Chapter 6 - Page 10
Employees
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Employees
If you did not install Oracle Human Resource Management Systems with Oracle Service
Contracts, use the Enter Employee form to define and maintain employees in Oracle Purchasing.
Otherwise, use the forms in Oracle Human Resource Management Systems to enter and maintain
employees.
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Chapter 6 - Page 11
Confirming Setups in the Oracle E-Business Suite
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Chapter 6 - Page 12
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Oracle Inventory
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Oracle Inventory
The main inventory requirement for Oracle Service Contracts is to set up items in Oracle
Inventory. As this is interconnected with the setup of standard coverage and subscription
templates in Oracle Service Contracts, the relevant setups are described in detail in the module
Setting Up Standard Coverage and Subscription Templates later in this course.
Whether a contract is authored in Oracle Service Contracts or created automatically from Oracle
Order Management or Oracle Installed Base, a contract must include lines.
The line types used in a contract are items that are created in Oracle Inventory. For example, a
computer manufacturer could set up a service item WR23763, to cover the Extended Notebook
PC Service Plan.
How you classify items affects, which contract categories can use them.
Details of setting up items in Oracle Inventory appear in the module Setting Up Items later in this
course.
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Chapter 6 - Page 13
Oracle Bills of Material
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Oracle Bills of Material

Ensure that all the setups in the slide have been reviewed and completed as necessary. For more
details, see the Oracle Bills of Material Users Guide.
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Chapter 6 - Page 14
Oracle Work in Process
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Oracle Work in Process

details, see the Oracle Work in Process Users Guide.
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Chapter 6 - Page 15
Oracle Order Management
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Oracle Order Management

details, see the Oracle Order Management Users Guide.
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Chapter 6 - Page 16
Oracle Advanced Pricing
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Oracle Advanced Pricing

While there may be a few, very limited, instances where a customer would not need to use
Oracle Advanced Pricing when implementing Oracle Service Contracts, in the majority of
situations it is needed for discounts or price breaks. In addition, the APIs which Oracle Service
Contracts calls for pricing covered products are part of Oracle Advanced Pricing, and therefore
Oracle Advanced Pricing is required if that feature will be used.
Ensure that all the setups displayed on the slide have been reviewed and completed as necessary.
For more details, see the module Setting Up Items later in this course and the Oracle Advanced
Pricing Users Guide.
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Chapter 6 - Page 17
Oracle Receivables
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Oracle Receivables
All customer account information is set up in Oracle Receivables. This customer account
information is applicable when invoicing all customers.
general details, see the Oracle Receivables User Guide.
For details of Oracle Receivables setup steps more specifically related to service contracts, see
the module Defining Billing and Pricing later in this course.
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Chapter 6 - Page 18
Oracle TeleService
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Oracle TeleService
information, see the Oracle TeleService Implementation Guide.
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Chapter 6 - Page 19
Notes
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Notes
information, see the Oracle Common Application Components Implementation Guide.
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Chapter 6 - Page 20
Resource Manager
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Resources
information, see the Oracle Common Application Components Implementation Guide.
Where Resources and Resource Groups are Used
The user creates and authors a contract and wants to grant access to certain people who are not
working with a responsibilty that is attached to a contract category. Therefore he enters the name
of these people in this specific contract. In the same way the user can grant access to a specific
contract to a group of people. But the people or the group of people are only selectable in the
contract when they are set up as resources.
Another example for the use of resources is the registering of communications in the Contract
Execution window. To register the communication data you must enter a name in the Agent
field. Only established resources are available to select.
When you define a coverage template, you can specify the resources to be used or explicitly
excluded from coverage templates. For more details, see the module Setting Up Standard
Coverage and Subscription Templates later in this course.
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Chapter 6 - Page 21
Oracle Installed Base
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Oracle Installed Base

information, see the Oracle Installed Base Implementation Guide.
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Chapter 6 - Page 22
Oracle Depot Repair
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Oracle Depot Repair (Optional)

information, see the Oracle Depot Repair Implementation Guide.
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Chapter 6 - Page 23
Oracle Complex Maintenance, Repair, and Overhaul (Optional)
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Oracle Complex Maintenance, Repair, and Overhaul (Optional)

For more details of setting up preventive maintenance programs, see the Oracle Complex
Maintenance, Repair, and Overhaul User's Guide.
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Chapter 6 - Page 24
Summary
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Chapter 6 - Page 25
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Chapter 6 - Page 26
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Listing the Oracle Service

Contracts Setup Steps
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Listing the Oracle Service Contracts Setup Steps
Chapter 7 - Page 1
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Objectives
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Chapter 7 - Page 3
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Oracle Service Contracts Implementation Setups
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The slide shows a list of the setup steps that are needed to implement Oracle Service Contracts.
Further details of each of these steps appear in subsequent lessons of this course. Each box
represents a lesson.
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Chapter 7 - Page 4
Summary
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Chapter 7 - Page 5
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Chapter 7 - Page 6
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Mapping Time Units of

Measure
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Mapping Time Units of Measure
Chapter 8 - Page 1
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Objectives
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Chapter 8 - Page 3
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Chapter 8 - Page 4
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Where Are Time Units Used?
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Where Are Time Units Used?

During the contract authoring process the user enters a contract duration, for example 1 Year.
The unit Year is a time unit of mesure, which has to be set up in Oracle Inventory and in Oracle
Service Contracts.
When a contract is extended or renewed during the contracts administration, the user enters the
extended duration for the contracts extension or a new duration for the contract renewal. Thereby
the user uses the time unit of mesures as well.
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Chapter 8 - Page 5
Mapping Time Units
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Mapping Time Units

(N) Setup > Service Contracts > Times Units > Time Units of Measure
Oracle Service Contracts defines unit of measure conversion for time differently from other
Oracle applications. This helps ensure that the scheduling is more accurate than a simple
conversion such as Quarter = (your definition) = month (base definition) x 3.
If you want to define your own time unit conversions for extending a contract or for scheduling,
then you must define your own time unit conversions. There are six internal time units: minutes,
hours, days, weeks, months, and years. Make sure to map each time unit that you want to use in
Oracle Service Contracts.
Use this procedure to map your time units to the six base time units.
Prerequisites
Define your units of measure classes and units of measure using Oracle Inventory. Choose the
unit of measure class that is to be used for contracts, and select it for the profile option OKC:
Time UOM Class. The units of measure within the chosen class appear in the list of values for
User Unit in the Map Time Units window.
Steps
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Chapter 8 - Page 6
1.
2.
3.
4.
5.
Select a User Unit of measure from the list of units of measure.

Select the Base Unit of measure that equals the user unit of measure.
If needed, enter Conversion information.
Optionally, enter a Description.
Save your work.
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Chapter 8 - Page 7
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Summary
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Chapter 8 - Page 8
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Setting Up Statuses and

Operations
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Setting Up Statuses and Operations
Chapter 9 - Page 1
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Chapter 9 - Page 2
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Objectives
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Chapter 9 - Page 3
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Chapter 9 - Page 4
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Purpose of Statuses and Operations
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Purpose of Statuses and Operations

The user created a contract with a certain contract category and saved the contract. The contract
is then in a certain status, such as Entered. When the user wants to change the contract, the
system checks whether the operation, like the online update of the contract, is allowed for the
actual contract status and the used category.
Another example is when the user wants to do some changes on the contract by using the change
request functionality. The status and operations setup allows or disallows the use of a change
request for categories at certain status.
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Chapter 9 - Page 5
Status and Status Type - Terms
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Status and Status Types - Terms

Define new statuses for a status type and select an allowed operation for each combination of
status and category. You cannot create a new status type. However, you can create as many
statuses as needed within a status type to reflect where the contract stands in its lifecycle. For
example, in the Entered status, you can add multiple meanings, such as Draft or Compose and so
on.
The slide shows the seeded status types:
Active
Canceled
Entered
Expired
Hold
Signed
Terminated
The application sets the contract status as the default status defined for the status type. Examples
of status type transitions include when the application changes the contract status from:
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Chapter 9 - Page 6
Signed to Active
Active to Terminated
Active to Expired
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Chapter 9 - Page 7
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Category and Operation - Terms
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Category and Operation - Terms

You can control the operations (such as Update Online, Update via Change Request, and Delete
Allowed) that can be performed on a contract depending upon the category assigned to the
contract when it is created and the status of the contract (such as Active or Terminated).
Category
A contract category is a type of contract. Every contract must have a contract category.
Operation
An operation is an action that you can perform on a contract.
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Chapter 9 - Page 8
Allowable Operations for a Status
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Allowable Operations for a Status

For each status, select every category, operation, and level (contract or line level) combination
that you want to relate to the status.
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Chapter 9 - Page 9
Status and Operations Setup
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Status and Operations Setup

(N) Setup > Service Contracts > Status and Operations
You cannot create a new status type.
If you define a new status for the status type Active, then you must make sure that you
specifically allow operations such as online update. If you create a new status without specifying
any allowed operations, you implicitly allow no operations for this contract status. The
operations to be defined are not only limited to the status type Active but to all other status types
as well.
In order for the concurrent program Status Change to update the contract status automatically,
you must define a default status for each status type.
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Chapter 9 - Page 10
Summary
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Chapter 9 - Page 11
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Guided Demonstration - Setting Up Statuses and Operations

Create a New Status
1.
Navigate to the Status and Operations form.
The Status and Operations window appears.

2.
Place your cursor in the Status Type field.
3.
Click the Find icon (flashlight) to display the LOV.
4.
Select the Active option from the LOV.
5.
Click OK.
6.
In the Statuses region enter the following information:

Status: XXSIGN
Meaning: XX-Customer Signature
Description: XX-Customer Signature
Associate an Operation to the New Status

7.
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In the Allowed Operations By Category region enter the following information:
First Line:
Category: Corporate Contract Category
Operation: Update via Change Request
Level: Contract
Second Line:
Category: Service Agreement
Level: Contract
Third Line:
Operation: Eligible for Entitlement
Level: Line
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Fourth Line:
Chapter 9 - Page 12

Operation: Eligible for Invoicing
Level: Line
8.
Save.
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Chapter 9 - Page 13
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Practice Overview: Setting Up Statuses and Operations
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Chapter 9 - Page 14
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Practice - Setting Up Statuses and Operations

Overview
In this Practice you will create a new status and associate opperations to this status.
Assumptions
Tasks
Create a New Status
1.

2.
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Create a status as follows:

Status: XXSIGN
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First Line:
Level: Contract
Second Line:
Level: Contract
Third Line:
Level: Line
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Fourth Line:
Chapter 9 - Page 15

Level: Line
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Chapter 9 - Page 16
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Solution Setting Up Statuses and Operations

Create a New Status
1.
Navigate to the Status and Operations form.
The Status and Operations window appears.

2.
Place your cursor in the Status Type field.
3.
Click the Find icon (flashlight) to display the LOV.
4.
Select the Active option from the LOV.
5.
Click OK.
6.
In the Statuses region enter the following information:

Status: XXSIGN
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Chapter 9 - Page 17
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7.
8.
First Line:
Level: Contract
Second Line:
Level: Contract
Third Line:
Level: Line
Fourth Line:
Level: Line
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Chapter 9 - Page 18
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Chapter 9 - Page 19
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Chapter 9 - Page 20
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Setting Up Processes and

Quality Assurance Checklists
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Setting Up Processes and Quality Assurance Checklists

Chapter 10 - Page 1
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Chapter 10 - Page 2
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Objectives
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Chapter 10 - Page 3
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Chapter 10 - Page 4
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Where are Processes and the QA Checklist Used?
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Where are Processes and the QA Checklist Used?

After the contract is created and authored the contract must pass an approval process. But before
the contract can be submitted for approval, the system performs an online quality check by using
a defined quality assurance checklist. Only if this QA check was successfull the contract can
continue with the approval process.
Another example is the change request process, where a user uses an online change request to
change the contract. When the change request is approved the user opens the contract to apply
the changes. During this time the contract status in On-Hold. As soon as the changes are applied
the user performs the QA check and if the check is successful the contract returns automatically
to the previous status.
Each QA checklist consists of one or more processes, which are generally procedures in
packages.
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Chapter 10 - Page 5
Defining Processes
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Defining Processes
(N) Setup > Service Contracts > Process Definition
Use this procedure to name the Oracle Workflow processes, or procedures and packages that you
have set up, so that they can be understood and used by others to author or modify a contract. For
example, you may want to define an additional process for your own QA check.
1. When entering a workflow or the package and procedure names, make sure the spelling is
accurate. The Process Definitions window validates the existence or the valid status of the
referred objects and gives a warning if the process definition is not compiled in the
database. You can save the process definition.
2. When defining outcomes for events you cannot use the type script. Script does not refer to a
SQL script, but refers to an internal scripting tool used for the Oracle Relationship Planner.
When adding parameters, make sure that they are entered in the correct order.
Note: For more information about Oracle Workflow features, functions, and integration, see the
Oracle Workflow User's Guide.
Prerequisites
You must create the Oracle Workflow processes, or procedures, and packages first.
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Chapter 10 - Page 6
Steps
1. Enter a unique name and a description. Using the QA Check scenario described above it
could be something like: Check Min Lines Make sure contract has minimum number of
lines.
2. Select the purpose, such as Quality Assurance.
3. Select the type of process, such as PL/SQL.
4. Enter information appropriate for the process that you are defining within the Basics subtab.
For example:
Name: P_LINE_COUNT
Data Type: NUMBER
Default Value: 1
Description: Minimum lines that a contract must have
5. Save your work.
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Chapter 10 - Page 7
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Defining a Quality Assurance Checklist
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Defining a Quality Assurance Checklist

(N) Setup > Service Contracts > Quality Assurance
Oracle Service Contracts validates a contract before you can submit it for approval using a QA
checklist. You can define your own quality assurance list that will be executed in addition to the
default quality assurance list. You can also make checks (individual checks that are part of a QA
check) active or inactive.
The default Quality Assurance (QA) checklist is executed automatically for any contract, even if
you create another checklist for the contract. You cannot modify or update the default checklist.
You must first create the processes that you plan to add to the Quality Assurance Checklist.
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Chapter 10 - Page 8
Summary
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Chapter 10 - Page 9
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Guided Demonstration - Creating a Quality Assurance Checklist

Create a Quality Assurance Checklist
1.
Navigate to the Quality Assurance Checklist form.
2.

Field Name
3.
Value
Name
XX_QA_CHECKLIST
Description
XX-QA Checklist
Enter the following process date in the Processes region:

Field Name
1
Name
Check Effectivity Dates
Severity
Stop
Name
Severity
4.
Save
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Value
Run Sequence
Run Sequence
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Check Email Address For Role

Warn
Verify the QA Checklist

5.
Navigate to the Global Contract Defaults.
6.
(N) Setup > Service Contracts > Global Contract Defaults
Find your QA checklist on the QA Checklist LOV within the Integration region.
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Note: You should also be able to select this QA checklist from the Service Contracts
Authoring form (Summary tab and Administration subtab). The QA Checklist LOV is
within the Approval region.
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Practice Overview: Creating a Quality Assurance Checklist
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Practice - Creating a Quality Assurance Checklist

Overview
In this Practice you will create a new status and associate operations to this status.
Assumptions
Tasks
1.
Field Name
2.
Name
XX_QA_CHECKLIST
Description
XX-QA Checklist
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Run Sequence
Name
Severity
Run Sequence
Name
Severity
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Field Name
3.
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Navigate to the Quality Assurance Checklist form and enter the following information:
Value

Stop
2

Warn
Save
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4.
Navigate to the Global Contract Defaults and find your QA checklist.
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Solution Creating a Quality Assurance Checklist

1.
Navigate to the Quality Assurance Checklist form.
2.

Field Name
3.
Value
Name
XX_QA_CHECKLIST
Description
XX-QA Checklist

Field Name
4.
Value
Run Sequence
Name
Severity
Stop
Run Sequence
Name
Severity
Warn
Save.
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5.
6.
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Navigate to the Global Contract Defaults.
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(N) Setup > Service Contracts > Global Contract Defaults
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Find your QA checklist on the QA Checklist LOV within the Integration region.
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Note: You should also be able to select this QA checklist from the Service Contracts
Authoring form (Summary tab and Administration subtab). The QA Checklist LOV is
within the Approval region.
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Setting Up Parties. Roles,

and Sources
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Chapter 11
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Setting Up Parties. Roles, and Sources
Chapter 11 - Page 1
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Setting Up Parties, Roles, and Sources
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Chapter 11 - Page 2
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Objectives
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Chapter 11 - Page 3
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Chapter 11 - Page 4
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Purpose of Parties, Roles, and Sources
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Purpose of Parties, Roles, and Sources

During the contract authoring process the user selects the contract category and enters the
contract header information. Then the involved parties can be entered. Depending on the contract
category, different parties with different contact persons are involved.
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Chapter 11 - Page 5
Party and Contact Roles Codes
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Party and Contact Roles

(N) Setup > Service Contracts > Categories and Sources > Party Roles
(N) Setup > Service Contracts > Categories and Sources > Contact Roles
Party Roles
In a contract, the Parties tab enables you to define the parties of the contract, that is, those
entities that have a business relationship with the contract. You can assign multiple parties to a
contract. Each party can either be a business entity (for example, a corporation) or a personal
entity (for example, an individual). The ability exists for a party-specific contract alias to be
specified. Each party must be assigned a role. For example, in addition to the seeded roles such
as Customer or Vendor, you can add more roles such as Original Equipment Manufacturer.
Examples of Party Roles may include:
Customer
Licensee
Licensor
Third Party
Vendor
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Chapter 11 - Page 6
Contact Roles
Depending on their legal relationship to the contract parties, individuals may also be assigned to
the contract along with the specific role that each person may have for the contract. These
individuals are referred to as contacts. Examples of Contact roles may include:
Buyer
Education Representative
IT Manager
Project Manager
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Chapter 11 - Page 7
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Assigning Role Sources
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Assigning Role Sources

(N) Setup > Service Contract > Categories and Sources > Role Sources
Use the Role Sources window to assign different sources for party roles and contact roles. You
can modify existing source assignment or add sources to the roles that you have already defined.
Use this procedure to determine the different lists of values that will appear as sources for your
roles. For example, in a contract where you are buying services, you, the customer, should
appear in the list of values for the role of the customer, although you have not defined yourself as
a customer in your Oracle Receivables customer list. In this case, your organization appears in
the LOV.
You cannot delete a source from a role once you have defined it. To change your source
assignment, you expire the current source or contact source assignment and add the new source
assignment with a start date following the expiration date of the prior assignment. The sources
from which you can choose are predefined objects.
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Chapter 11 - Page 8
Guided Demonstration - Setting Up Party Roles and Sources

Define a New Party Role
1.
Navigate to the Contract Party Role Lookup form.
(N) Setup > Service Contracts > Categories & Sources > Party Roles
2.
Place your cursor within the table and select the New icon.
3.
Enter the following party role information:

Field Name
Value
Code
XXCUST
Meaning
XX-Customer
Description
XX-Customer
4.
Save.
5.
Close the window.
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6.
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Navigate to the Contact Role Lookup form.
(N) Setup > Service Contracts > Categories & Sources > Contact Roles
7.
8.
Enter the following contact role information:

Field Name
Code
Meaning
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Description
Value
XXCTRADM
XX-Contract Administrator
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9.
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Save.

Chapter 11 - Page 9
Assign Party and Contract Sources to the New Party

11. Navigate to the Role Sources form.
(N) Setup > Service Contracts > Categories & Sources > Role Sources
12. Select the XX-Customer party role that you just created and enter the following in the Party
Sources tab:
Field Name
Value
Source
Contract Party
Intent
Sell
Access Level
User
13. Select the Contact Sources tab and enter the following:
Field Name
Value
Contact Role
Source
Party Contact
Intent
Sell
Access Level
User
14. Save.
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Practice Overview: Setting Up Party Roles and Sources
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Practice - Setting Up Party Roles and Sources

Overview
In this practice you will set up a Party Role, a Contact Role, and allocate the Contact Role to the
Party Role and Sources to the Roles.
Assumptions
Tasks
1.
Field Name
Value
Code
XXCUST
Meaning
XX-Customer
Description
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XX-Customer

2.
Enter the following information to create a new contact role:

Field Name
Code
Meaning
Description
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Value
XXCTRADM
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Select the XX-Customer Party Role and add the following:
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Field Name
4.
Value
Source
Contract Party
Intent
Sell
Access Level
User
Select the following contract sources information:

Field Name
Value
Contact Role
Source
Party Contact
Intent
Sell
Access Level
User
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Solution Setting Up Party Roles and Sources

1.
Navigate to the Contract Party Role Lookup form.
(N) Setup > Service Contracts > Categories & Sources > Party Roles
2.
3.
Enter the following party role information:

Field Name
4.
Value
Code
XXCUST
Meaning
XX-Customer
Description
XX-Customer
Save.
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Close the window.
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6.
Navigate to the Contact Role Lookup form.

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(N) Setup > Service Contracts > Categories & Sources > Contact Roles
7.
8.
Enter the following contact role information:

Field Name
9.
Value
Code
XXCTRADM
Meaning
Description
Save.
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11. Navigate to the Role Sources form.
(N) Setup > Service Contracts > Categories & Sources > Role Sources
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12. Select the XX-Customer party role that you just created and enter the following in the Party
Sources tab:
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Field Name
Value
Field Name
Value
Source
Contract Party
Intent
Sell
Access Level
User
13. Select the Contact Sources tab and enter the following:
Field Name
Value
Contact Role
Source
Party Contact
Intent
Sell
Access Level
User
14. Save.
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Contract Security
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Contract Security
When the contract authoring process is started it is sufficient to use a responsibility which grants
you access to the Contract Workbench. Then the creation of a new contract can be started by
selecting a contract category and entering the mandatory contract header information. When the
contract entries are saved for the first time the system checks whether the used responsibility is
assigned to the chosen contract category. If this is not the case then an error message appears
saying that the user doesnt have the correct priviledges to create a contract with this category.
The same happens when a contract is searched to fulfill administrative tasks.
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Contract Category Terms
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Contract Category Terms

Party Roles Example
Customer, Vendor, Third Party, Supplier.
Responsibility Example
Service Contracts Manager, Vision Enterprises.
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Assigning Responsibilities to Categories
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Assigning Responsibilities to Categories

(N) Setup > Service Contracts > Categories and Sources > Categories
Oracle Service Contracts is delivered with default categories. However, you must ensure that any
category that you want to use is associated with one or more responsibilities.
By default, no responsibility is assigned to any category. Before you can access a contract of a
specific category, you have to include the responsibility of your user in the category setup.
In the Responsibilities tabbed page, you must select at least one responsibility and assign access
level rights (Read or Modify) to the responsibility, along with effective dates.
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Example of Category Setup
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Example of Category Setup

The slide shows an example of the party roles and the responsibilities associated with the
contract category Service Agreement.
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Contract Level Security Overview
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Contract Level Security Overview

(N) Contracts Authoring > Summary > Security/Text
Use this procedure to grant the ability to modify the contract either to an individual or to a sales
group.
You cannot use this procedure to restrict access to a contract, only to grant additional access.
You can use this procedure if your implementation has created a responsibility with view-only
access. In this case, you can grant individual users or members of a sales group the ability to edit
contracts as well.
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Guided Demonstration - Assigning Contract Access

Assign Access to a Contract at the Contract Level
1.
Open the Contract navigator.
2.
Select the Find icon (flashlight).

3.

Status: Entered
4.
Click Search.
5.
Click Yes in the Decision window.
6.
Within the Results region:
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Right mouse click and select Open.
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The Service Contracts Authoring form appears.

7.
Select the Summary tab and the Security Text subtab.
8.
Enter the following within the Security region:

Type: User
Group or User Name: Able, Ms. Marsha
Level: Read Only
9.
Save.
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Assign Contract Access at the Category Level
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11. Navigate to the Categories window.
(N) Setup > Service Contracts > Categories and Sources > Categories
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12. From the View menu, select Query by Example and choose Enter.
13. Enter Corporate from the Category Code field.
14. From the View menu, select Query by Example and choose Run.
15. Select the Responsibilities tab and enter the following information:
Name: Service Contracts Manager, Vision Enterprises
Access Level: Read Only
16. Save.
17. Close the Category window.
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Summary
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Setting Up Standard
Coverage and Subscription
Templates
Chapter 12
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Setting Up Standard Coverage and Subscription Templates

Chapter 12 - Page 1
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Chapter 12 - Page 2
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Objectives
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Chapter 12 - Page 3
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Chapter 12 - Page 4
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What is Standard Coverage?
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What is Standard Coverage?

Service coverage describes the situations under which the customer is covered for service.
Services are broken down into business processes, which are related the service, such as Depot
Repair. Coverage Terms are then defined for these business processes.
After you have specified standard coverage for a service line in a service contract, you can
modify the particular coverage entitlements for the service line in the contract.
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Chapter 12 - Page 5
Where Does Standard Coverage Fit In?
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Where Does Standard Coverage Fit In?

When the user authors a service contract and enters a service line, the associates standard
coverage can be adjusted for this specific contract. Standard coverage is also associated with
warranties and extended warranties.
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Chapter 12 - Page 6
Prerequisites for Standard Coverage
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Prerequisites for Standard Coverage

The slide shows the elements that must be set up in different Oracle E-Business Suite modules as
prerequisites for standard coverage.
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Chapter 12 - Page 7
Standard Coverage Overview
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Service coverage describes the situations under which the customer is covered for service.
Services are broken down into business processes, which identify a single activity that can apply
to the service (such as on-site service, telephone support, or depot repair). Coverage terms are
then defined for these business processes.
The information comprising standard coverage is:
Coverage Type: A lookup code to classify the coverage.
Preventive Maintenance: Preventive maintenance programs are set up in Oracle CMRO
(Complex Maintenance, Repair, and Overhaul). Preventive maintenance with a status of
Complete can be associated with a standard coverage.
Business Process: An example would be a business process for Field Service and another
for Depot Repair, which needs different charges considerations. The other values in the
standard coverage, like Coverage Time, Resolution Time, and so on, are depending on the
selected Business Process.
Coverage Times: The days of the week and working hours the customer can request service.
Reaction Times: The reaction date/time is calculated by adding the reaction time to the
request date/time. Depending on the work through check box the coverage time is taking
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Chapter 12 - Page 8
into account. The calculate reaction date/time is shown in the Respond By field in the
service request window.
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Chapter 12 - Page 9
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Resolution Times: The resolution date/time is calculated by adding the resolution time to
the request date/time. Depending on the Work Through check box the coverage time is
taken into account. The calculated resolution date/time is shown in the Resolution By field
in the service request window.
Resources: The preferred resources can be used in the assigning process using the
Assignment Manager.
Billing Types: In the Entitlement process the contract can grant charges reduction
depending on the used service activity billing type in the service request Charges window.
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Standard Coverage Form
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Standard Coverage Form

(N) Setup > Service Offerings > Standard Coverage
The Standard Coverage form is where you create and edit a standard coverage.
Note: In Oracle TeleService, you can launch this window to view the entitlements for a service
request. In Oracle TeleService, the window is read-only.
The header contains areas and fields that apply to the standard coverage as a whole. One of the
header areas defines the business processes for the standard coverage. For each business process,
you define parameters in fields that appear in the tabs at the foot of the Standard Coverage form.
Details of the main fields in each of the areas and tabs appear in the following slides.
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Main General Fields
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Main General Fields

Name: Enter a name for the standard coverage. A duplicate coverage name is not allowed.
Type: Select the type of coverage.
Importance Level: Displays Importance Level of the selected coverage type.
Effective Dates: If the standard coverage should only be valid for a certain timeframe, enter
a date range for the Effective Dates. The effective start date is required and the end date is
optional.
Line Details button: The Line Details button is active only when the contract coverage is
viewed from the Service Request form When reviewing a service request, this option
enables the service agent to view the covered level details.
Notes button: Click the Notes button to open the Note page.
Note: You can select the Exception and Suitable as Exception fields; however, they are for
documentation only.
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Warranty Area Fields
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Warranty Area Fields

Warranty: When selected, this specifies that the standard coverage is for a warranty or
extended warranty only. If selected, Inheritance may be entered.
Inheritance: Determines what happens when a product is replaced. If the warranty should
continue when the product is replaced, select the Inheritance criteria. The duration of the
warranty on the replaced product is determined by the inheritance type you select. You can
select:
Remaining Duration: By selecting this option, the replacement products warranty is
the remaining duration of the original warranty.
Full New Duration: The replacement products warranty is a brand new warranty
duration
For examples of warranty inheritance, see the slide following.
Synchronize Date Installed: Select the Synchronize Date Installed check box, if you want to
set the warranty start date to be the same as the installation date. When a product installation
date is changed, Oracle Service Contracts checks for contracts that cover that product. For
every service that covers the product, the coverage definition is checked for warranty
coverage that has the attribute set to allow the installation date synchronization. If this
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option is selected, Oracle Service Contracts checks whether any service request has been
logged on dates that would be outside the warranty period if it were changed to start on the
new installation date. If no service request exists, the warranty start date is changed to the
installation date. To preserve the original duration of the warranty, the end date is also
changed. The effect of the change is automatically cascaded to the coverage definition.
Note
In the case of a standard coverage, the Warranty check box can be updated. However, if an
Inheritance has been entered in conjunction with the Warranty check box, the Inheritance must
be set to NULL before the Warranty check box can be unchecked.
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Warranty Inheritance Examples
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Rules Area Fields
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Rules Area Fields

Free Upgrade: Select the Free Upgrade check box, if you want to track this coverage as
having a free upgrade. This flag does not provide any automated functionality at this time.
Transfer: A customer product can be transferred from one owner to another and the changes
are cascaded to Installed Base, warranty, extended warranty and service agreements. The
Transfer option on coverages controls the outcome of the transfer.
No Change: There are no changes in the existing owner's contract. No new contract is
created for the new owner.
Terminate: The current contract subline is terminated. The termination date is the
transfer date. No new contract is created for the new owner.
Terminate if Not Related: If the new owner is related to the current owner, no changes
are made to the contract. If the parties are not related, the current contract is terminated.
The termination date is the Transfer date.
Transfer and Transfer if Not Related: See next slide for details.
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New Contracts Created by Transfer Options
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New Contracts Created by Transfer Options

Transfer: The current contract subline is terminated with the termination date set to transfer
date. If the Contract transferred is a Warranty contract, then a contract for the new owner is
created in the Active status. If the contract transferred is an Extended Warranty or Service
contract, a contract is created for the new owner with the status defined by the profile option
OKS: Transfer Status. The contract will have a one-time billing schedule and advance billing.
Transfer if Not Related: If the new owner is related to the current owner, this option will keep
the current owner's contract in force. If the owners are not related, the current contract is
terminated and a contract for the new owner is created. If the contract transferred is a
Warranty contract, then the new contract is created in the Active status. If the contract
transferred is an Extended Warranty or Service contract, the contract will have an advance
one-time billing schedule and the status of the new contract is defined by the profile option
OKS: Transfer Status.
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Preventive Maintenance Area Fields
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Preventive Maintenance Area Fields

Program Name: If applicable, select a preventive maintenance program from the list of values.
The list of values displays all programs, with the Complete status. Preventive Maintenance
programs are created in Oracle Complex Maintenance, Repair, and Overhaul (CMRO.)
Schedule button: The Schedule button is enabled only when a preventive maintenance
program is associated to the standard coverage. Click this button to open the Preventive
Maintenance Schedule form and view or modify the information related to the selected
Preventive Maintenance program.
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Business Process Area Fields
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Business Process Area Fields

Business Process: Select a business process. Business processes are set up in Oracle
TeleService.
Offset Duration: Enter the offset duration or amount of time you would like the service to be
offset from the authored contracts start date.
Offset Period: Specify the unit of measure for the offset duration, such as hour or day.
Start and End Dates: These dates are automatically inserted when you specify an offset period.
The transaction group dates may not be outside of the service dates. If the Offset Duration is
modified, then the start and end dates are automatically adjusted as long as they are within the
range of the service coverage dates, and conversely, if the start and end dates are modified, the
offset duration is automatically adjusted.
Price List: Select the default price list that should be used when billing service charges.
Discount: Enter the percentage of discount allowed for the transaction group, for example
10%.
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Standard Coverage Tabs
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Standard Coverage Tabs

Coverage Times: The days of the week and hours during the day that the customer can
request service. The coverage times are defined for each business process as part of coverage
terms, and are applicable to one time zone.
Reaction Times: The amount of time allowed by which action must be initiated for a
particular process being requested.
Resolution Times: A fixed time per contract by which a normal operation should be restored.
The Resolution Times will be made available to other functions (for example, Service
Request.)
Resources: This is the list of resources that are eligible to work on a specific task when a
service request is created. Resources can be classified as Primary, Preferred, or Excluded.
Billing Types: For each Business Process, define what type of work is covered, to what limit
and at what rate. The billing types and rates are used when calculating the amount to charge a
customer when work has been performed.
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Coverage Times Fields
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Coverage Times Fields

Time Zone: Select a Time Zone. You can define more than one time zone for each business
line. However, it is required to define, at least, one time zone for every business process
line.
Default Time Zone (not shown on the slide): Select the Default check box to specify the
time zone as the default for the business process. You can set only one time zone as the
default for a specific business process.
Apply Default to Other Time Zones (not shown on the slide): To apply the Default coverage
times to any other time zone for which you have not entered any coverage times, select the
Apply Default to Other Time Zones check box.
Start Time and End Time: For every time zone, enter the Start Time, End Time, and select
the check box for the applicable days.
Notes
1. For a given business process, the coverage time for at least one day must be entered. You
can enter multiple coverage times for a specific time zone record.
2. You can also define multiple coverage times for the same day, as long as the coverage time
records do not overlap.
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3. Valid time values range from 00:00 to 23:59. Leaving blanks indicates that there is no
coverage for a given day.
Always Covered button: If applicable, click the Always Covered button to set the Start Time
and End Time for all days to 00:00 and 23:59 respectively.
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Reaction Times Fields
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Reaction Times Fields

Severity Name (not shown on the slide): Enter a name for the severity definition, for example,
Level 1 or Important.
Severity: Select the level of severity, for example High, from a list of values.
Work Through: Select the Work Through check box, to override the normal coverage times
for that transaction.
For example, suppose you have 9-to-5 support, Monday through Friday, with a 2-hour
reaction time. If a customer calls midweek for support at 4:45 P.M., and Work Through is
checked, the customer is entitled to receive support by 6:45 that evening. If the Work Through
option is not selected, then the support representative has until 10:45 the next morning to
respond to the call.
Active (not shown on the slide): Select the Active check box to indicate this severity level is
active and to make these reaction times available through an entitlements call. This allows you
to easily switch between different severity definitions.
Reaction Times: Enter specific reaction times, in hours, for each applicable day.
Workflow (not shown on the slide): Select the applicable workflow for each reaction time
name specified.
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Resolution Fields
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Standard Coverage Resolution Times Fields

The fields on this tab have similar functionality to those on the Reaction Times tab. In the
Resolution Times tab, the times selected per day represent the length of time to resolve a
problem that starts on the day.
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Resources Fields
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Resources Fields
Type: Select a resource type from the list of values, for example, Engineer.
Name: Use the Name field to identify the resource by name.
Classification: Select the proper classification for the resource from the list of values. You can
classify a resource as Preferred, Primary or Excluded. If you classify a resource as Excluded,
the Assignment Manager removes the resource from the list of available resources.
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Billing Types Fields
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Billing Types Fields

Service Activity Billing Type: Select the service activity billing type from the list of values.
Duplicates are not allowed. If the service activity billing type is labor-related, then the Billing
Rates button is enabled.
Up To Amount: Enter the maximum allowed amount. If you leave this field blank, the upper
limit would only be restricted by the percentage covered or discount you enter in the %
Covered field.
% Covered: Enter the percentage covered or discount.
Allow Full Discount checkbox (not shown on the slide): When checked on the template,
provides 100% coverage for warranties without requiring setup of billing types. If unchecked
on the template, the box will be grayed out on the contract. Any bill types data populated on
the template will override the use of this check box.
Billing Rates button: If you select a Labor-related service activity billing type, the Billing
Rates button is enabled. Click the Billing Rates button to open the Billing Rates form.
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Guided Demonstration - Creating Standard Coverage

Create Standard Coverage
Navigate to the Standard Coverage form.
2.
Setup > Service Offerings > Standard Coverage

Field Name
Value
Name
XX-Coverage Template
Coverage Type
Gold
Description
Free Upgrade
Yes
Transfer
Transfer
Business Process
Customer Support
Price List
Corporate
3.
Save.
4.
Select the Coverage Times tab and enter the following:
Start Time
End Time
Days
Start Time
End Time
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Field Name
Time Zone
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Pacific time
08:00
18:00
Monday - Thursday
08:00
14:00
Friday
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5.
Select the Reaction Times tab and enter the following:

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Field Name
6.
Value
Severity Name
XX-High
Severity
High
Active
Yes
MondayFriday
4:00
Select the Resolution Times tab and enter the following:

Field Name
MondayFriday
7.
Value
12:00
Select the Resources tab and enter the following:

Field Name
8.
Value
Type
Preferred Engineer
Name
Baker, Mr. David
Classification
Preferred
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Select the Billing Type tab and enter the following:

Field Name
Value
Service Activity Billing Type
Per Call Charge-Labor-Labor
Up To Amount
500
% Covered
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80
Expense-Expense-Expense
Up To Amount
100
% Covered
9.
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Transfer-Material-Material
% Covered
100
Save.
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Practice 1 Overview: Creating Standard Coverage
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Practice - Creating Standard Coverage

Overview
In this practice you will set up a coverage type.
Assumptions
Tasks
1.
Field Name
Coverage Type
XX-Gold Coverage
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Free Upgrade
Transfer
Yes
Transfer
Business Process
Customer Support
Price List
Corporate
Coverage Times:
Field Name
Time Zone
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Name
Description
2.
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Create Standard Coverage with the following details.
Value
Pacific time
08:00
End Time
18:00
Days
Monday - Thursday

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Field Name
3.
Value
Start Time
08:00
End Time
14:00
Day
Friday
Reaction Times:
Field Name
4.
Value
Severity Name
XX-High
Severity
High
Active
Yes
MondayFriday
4:00
Resolution Times:
Field Name
MondayFriday
5.
Value
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12:00
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Resources:
Field Name
Type
Preferred Engineer
Name
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Baker, Mr. David
Classification
6.
Value
Billing Type:
Preferred
Field Name
Up To Amount
500
% Covered
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Up To Amount
100
% Covered
50
ra
Value

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Field Name
% Covered
Value
100
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Solution Creating Standard Coverage

1.
Navigate to the Standard Coverage form.
2.
Setup > Service Offerings > Standard Coverage

Field Name
3.
4.
Value
Name
Coverage Type
Gold
Description
Free Upgrade
Yes
Transfer
Transfer
Business Process
Customer Support
Price List
Corporate
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Select the Coverage Times tab and enter the following:

Field Name
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Time Zone
Value
Pacific/Pitcairn time
Start Time
08:00
End Time
18:00
Days
Monday - Thursday
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Field Name
5.
Value
Start Time
08:00
End Time
14:00
Day
Friday
Select the Reaction Times tab and enter the following:

Field Name
6.
Value
Severity Name
XX-High
Severity
High
Active
Yes
MondayFriday
4:00
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Select the Resolution Times tab and enter the following:
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MondayFriday
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Value
12:00

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7.
Select the Resources tab and enter the following:

Field Name
Value
Type
Preferred Engineer
Name
Baker, Mr. David
Classification
Preferred
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8.
Select the Billing Type tab and enter the following:
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Field Name
Up To Amount
500
% Covered
80
Up To Amount
100
% Covered
50
% Covered
100
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9.
Value
Save.

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Defining a Subscription Template
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Defining a Subscription Template

(N) Setup > Service Offerings > Subscription Template
Oracle Service Contracts enables you to sell subscriptions for tangible and intangible items.
When you define a subscription template, you define whether it is for tangible or intangible items
by the value you set for the fulfillment channel, which is a required field for the subscription
template. A fulfillment channel value of Order Management associates the subscription template
with only tangible items. A value of None indicates that the subscription template is for
intangible items only.
In addition to fulfillment channel, you must also specify the name, frequency, and subscription
type. Subscription type is for informational purposes only.
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Guided Demonstration - Creating a Subscription Template

Create a Subscription Template
Navigate to the Subscription Template form.
2.
Setup > Service Offerings > Subscription Template.

Field Name
3.
Value
Name
XX-Subscription Monthly
Subscription Type
Magazines
Description
Media Type
Document
Fulfillment Channel
Order Management
Frequency
Monthly
Comments
1 Year Subscription - Monthly
Active
Yes
Click Ok.
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Practice 2 Overview: Creating a Subscription Template
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Practice - Creating a Subscription Template

Overview
In this practice you will set up a coverage type.
Assumptions
Tasks
1.
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Create a subscription template with the following details:

Field Name
Name
Subscription Type
Magazine
Description
Media Type
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Document
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Order Management
Frequency
Monthly
Comments
Active
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Solution Create a Subscription Template

1.
Navigate to the Subscription Template form.
2.
Setup > Service Offerings > Subscription template.

Field Name
3.
Value
Name
Subscription Type
Magazines
Description
Media Type
Document
Fulfillment Channel
Order Management
Frequency
Monthly
Comments
Active
Yes
Click Ok.
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Service Contracts 1

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R12 Oracle Service Contracts

Volume 1 - Student Guide

Copyright Oracle Corporation, 2007. All rights reserved.

Conor Nolen, Aaron Swartz

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Verifying Service Entitlement Demonstration...............................................................................................1-156

Managing the Contract Lifecycle ...................................................................................................................4-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Guided Demonstration - Maintaining Contract Groups.............................................................................4-34

Listing the Oracle Service Contracts Setup Steps.........................................................................................7-1

Mapping Time Units of Measure....................................................................................................................8-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Setting Up Parties. Roles, and Sources ..........................................................................................................11-1

Setting Up Standard Coverage and Subscription Templates ......................................................................12-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Warranty Area Fields.....................................................................................................................................12-13

Performing Additional Setups ........................................................................................................................14-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Where Does Service Availability Fit In? .......................................................................................................14-14

Generating Contract Renewals ......................................................................................................................16-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Starting the Workflow Background Process for Renewals............................................................................16-21

Setting Up Profile Options ..............................................................................................................................18-1

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Thorough knowledge of navigation in Oracle Applications

Working experience with customer support

Navigating Oracle Applications Release R12

R12 Service Fundamentals

How This Course Is Organized

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Oracle Service Contracts User Guide

Oracle Service Contracts Implementation Guide

System release bulletins

Installation and users guides

International Oracle Users Group (IOUG) articles

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Do not save changes to the database.

This subject is covered in Unit II, Lesson 3, Working with

Use the SELECT command to view information stored in the

Select File > Save.

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents

Typographic Conventions in Code

DROP USER scott

CREATE ROLE role

SQL commands and SELECT userid

Typographic Conventions in Oracle Application Navigation Paths

(M) From the menu, select Query then Find.

(B) Click the Approve button.

R12 Oracle Service Contracts Fundamentals Table of Contents

Typographical Conventions in Oracle Application Help System Paths

Under the General Ledger entry, expand Journals.

Under Journals, select Enter Journals.

Copyright Oracle, 2007. All rights reserved.

R12 Oracle Service Contracts Fundamentals Table of Contents