Oracle一对一履行实施指南

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"Oracle® One-to-One Fulfillment 实施指南" Oracle One-to-One Fulfillment 是Oracle公司推出的一种先进的订单履行解决方案，旨在帮助企业实现个性化、高效率的客户服务。这个系统的核心是通过精细化管理，确保每个订单都能得到独一无二的关注，从而提高客户满意度和业务效率。在实施Oracle One-to-One Fulfillment时，企业将面临多个关键步骤和知识点： 1. **系统集成**：Oracle One-to-One Fulfillment需要与企业的其他关键系统如ERP（企业资源规划）、CRM（客户关系管理）和WMS（仓库管理系统）进行无缝集成。这涉及数据同步、接口开发和流程自动化，确保所有系统间的信息流动准确无误。 2. **需求分析**：理解并定义企业的订单履行需求是实施的起点。这包括确定个性化服务的程度、订单处理速度、库存管理策略等，以确保系统能够满足业务目标。 3. **配置与定制**：根据业务需求，可能需要对Oracle One-to-One Fulfillment进行定制，以支持特定的业务流程，如特殊包装要求、定制化服务或特殊的发货规则。 4. **工作流设计**：定义和设置工作流是实施过程中的重要环节。这涉及到订单处理的每一步，从接收到发货，包括订单确认、库存检查、拣选、包装、运输和跟踪等。 5. **性能优化**：为了保证系统的高效运行，需要进行性能测试和调优，确保在高并发环境下也能快速响应，并且保持系统稳定性。 6. **培训与用户接受度**：员工培训是成功实施的关键，确保员工了解如何使用新系统以及它如何改善他们的工作流程。同时，收集用户反馈，持续改进系统。 7. **数据迁移**：从旧系统迁移到Oracle One-to-One Fulfillment，需要精心规划数据转换，保证历史数据的准确性和完整性。 8. **测试与质量保证**：在部署前进行详尽的系统测试，包括单元测试、集成测试和压力测试，以确保所有功能正常运作，减少潜在问题。 9. **持续支持与维护**：实施后，持续的系统监控、维护和升级是必不可少的，以适应不断变化的业务环境和客户需求。 10. **合规性与安全性**：确保系统符合行业标准和法规要求，同时保护企业数据的安全，防止未经授权的访问或使用。 Oracle One-to-One Fulfillment 实施指南提供了详细的指导，帮助企业在整个实施过程中避免常见问题，顺利过渡到新的订单履行体系。该文档由Michael Meditzky为主要作者，版权归属于Oracle公司，受法律保护，使用时需遵守许可协议规定。文档内容可能会随产品更新而变更，发现任何文档错误应及时向Oracle公司书面报告。

1-2 Oracle One-to-One Fulfillment Implementation Guide

• Sales and marketing collateral

Basic Terminology

The following terms explain some basic concepts of Oracle One-to-One Fulfillment.

• Cover letter or master document: A document, sent by Oracle One-to-One

Fulfillment, which typically includes merge fields that are populated by an

associated SQL query.

• Template: A high-level definition of one or more Oracle One-to-One Fulfillment

master documents, associated queries, and any related collateral.

• Merge field: Data elements in an Oracle One-to-One Fulfillment cover letter or

master document that are surrounded by merge field delimiters. When a fulfillment

request runs, any associated query retrieves the merge data from the table columns

or views that are specified in the query. For each merge field that is used in a cover

letter or master document, there must be one corresponding column name or alias

in the select statement of the query to retrieve the appropriate data.

• For Oracle Survey: Invitation or reminder master documents contain at least one

merge field to retrieve the survey URL that the recipient must access to participate

in the survey. Other merge fields that are often part of invitation and reminder

master documents are contact information (title, first name and last name) for each

list member, and deployment end date.

• Query: A database query for information that is made in structured query language

(SQL). Each Oracle One-to-One Fulfillment cover letter or master document may

have an associated query. The information that the query gets is put into

placeholders called merge fields resulting in the merged document. A query must

have a column name or alias for each data element included as a merge field in the

cover letter or master document. The query may also contain valid column names

or aliases for additional data elements, whether or not the data elements are used in

the cover letter or master document. For example, you can construct a single query

that requests all information used to populate a survey invitation master document

and a survey reminder master document, even if both documents have different

merge fields. A single query can be associated with any number of cover letters or

master documents. The data from a successfully executed query merges with the

document.

Templates, Master Documents and Collateral

A template is a grouping of Master Documents and Collateral. (This concept of

templates exists only in Oracle One-to-One Fulfillment, not in Marketing Encyclopedia

System.) Master Documents are dynamic or static documents. Dynamic content in

master documents is defined by merge fields enclosed within special characters. Merge

Introduction 1-3

fields are tokens that are replaced by data when fulfillment requests are processed.

Email and fax master documents can be HTML files or Zip files containing an HTML

file plus an image file. Print master documents can be RTF or PDF files.

For RTF documents, merge fields can be entered using the Microsoft Form Field feature.

In the form Field Help Text box, the merge field name should correspond to the name

or alias used in the SQL query (in uppercase), and should be enclosed within the

following text "<?" and "?>", for example <?CURRENT_DATE?>.

For PDF documents, merge fields can be entered using the Form Tool feature. In the

Field Properties box, the merge field Name should correspond to the name or alias used

in the SQL query.

Oracle One-to-One Fulfillment Master Documents can optionally have a query

associated with them. Some E-Business Suite applications, TeleService for example,

require an associated query.

Collateral (known as Deliverable in Oracle Marketing Online) is a static fulfillment

document that does not contain merged data. Collateral are loaded by the Marketing

Online Deliverables tab, and may be of any file format, for example, doc, xls, pdf, and

so on.

Cover Letters

The cover letter (also known as content item) authoring screen allows the user to create

and edit a cover letter based on the content type setup. A cover letter is the primary

document that is sent to a customer by email, fax, or print and mail. The user can

specify a cover letter name, description, and the folder where the cover letter is stored.

The following attributes are also available for cover letters:

• Body/Details - The user can enter an HTML body for the cover letter. If the content

type has a query associated with it, the user is given a choice to embed the tags or

merge fields into the HTML body. The user also has the option to specify a text part

of the email. The text part will be read by non-html compliant email clients. Fax

requests will only use the HTML part of the content.

• Attachments – The user can search for file attachments from the repository, or

upload an attachment from the desktop. By default the attachment is saved to the

same location as the cover letter. The user has the option to specify another folder

location in which user has the permission to create content.

• Renditions – The Oracle One-to-One Fulfillment print solution supports printing of

PDF or RTF documents. These PDF or RTF documents may contain merge fields.

The user can select PDF or RTF file from the desktop and upload it as the cover

letter content.

E-Business Suite Use of Templates, Master Documents and Collateral

Master Documents only:

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Oracle一对一履行实施指南

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