Oracle CRM Cloud

Module 1: Introduction to Oracle CRM Cloud

• Overview of Oracle CX Cloud (formerly CRM)
• CRM Cloud modules: Sales, Service, Marketing, CPQ
• Oracle CRM Cloud architecture on OCI
• Comparison with Salesforce and SAP CRM
• CRM Cloud implementation methodology

Module 2: Account and Contact Management

• Account types and hierarchy
• Contact roles and relationships
• 360-degree customer view
• Account team and territory assignment
• Customer data quality management

Module 3: Opportunity Management

• Opportunity stages and milestones
• Revenue lines and products
• Opportunity scoring and forecast
• Win/loss analysis
• Opportunity team management

Module 4: Lead Management

• Lead creation and qualification
• Lead assignment and routing
• Lead scoring with AI
• Lead-to-opportunity conversion
• Lead nurturing campaigns

Module 5: Sales Forecasting

• Forecast categories and territories
• Bottom-up and top-down forecasting
• AI-assisted forecast recommendations
• Forecast history and trend
• Quota management

Module 6: Activity Management

• Activity types: Tasks, appointments, calls
• Interaction history
• Calendar integration (Outlook, Gmail)
• Activity logging from email
• Activity analytics

Module 7: Oracle CPQ Cloud

• Product catalog and bundles
• Guided selling rules
• Pricing and discount approval
• Quote document generation
• CPQ integration with Sales Cloud

Module 8: Oracle Service Cloud

• Service request and incident management
• Knowledge base management
• SLA configuration
• Agent scripting and guided resolution
• Self-service portal

Module 9: Oracle Marketing Cloud

• Campaign design and execution
• Customer segmentation
• Email and digital channel marketing
• Lead generation from campaigns
• Marketing analytics

Module 10: CRM Analytics

• Sales pipeline dashboards
• Win rate and velocity analysis
• Service resolution KPIs
• Marketing ROI reports
• AI insights in CRM

Module 11: CRM Integration

• Integration with Fusion Financials
• Integration with SCM for order management
• Oracle Integration Cloud for CRM
• CTI and telephony integration
• Third-party marketing tool integration

Module 12: Real-Time Projects and Case Studies

• CRM Cloud sales implementation
• Customer service transformation
• End-to-end CRM Cloud cycle
• Certification and interview preparation

Experience in the Industry Gain knowledge from experts with hands-on Oracle CRM Cloud project experience in sales force automation and customer service.

Backgrounds at the Top Prominent corporations such as HCL, TCS, Accenture, and Oracle Consulting employ our Oracle CRM Cloud trainers.

Clear & Effective Teaching Excellent communication and real-world examples simplify complex CRM configuration and sales process automation.

Hands-On Learning Focus Students apply skills using live Oracle CRM Cloud environments with real sales, service, and CPQ projects.

Up-to-Date Knowledge Trainers stay current with latest Oracle CX Cloud releases, AI selling tools, and omnichannel CRM best practices.