Copyright © Oracle Corporation, All rights reserved. Oracle Sales and Service Key Product Highlights Releases

Copyright © Oracle Corporation, All rights reserved. Oracle Sales Key Product Highlights –

1-3 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Quoting - iStore Integration Quote Approvals Processing Sales Offline Outlook and Palm Synchronization Forecast by Product Category and Opportunity SALES –

1-4 Copyright © Oracle Corporation, All rights reserved. Benefits Increase sales by collaborating with customers across channels Enforce business and pricing rules Increase Sales Rep Productivity Increase Forecast Accuracy SALES –

1-5 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Web Publish Quotes

1-6 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Web Publish Quotes

1-7 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Sales Offline

1-8 Copyright © Oracle Corporation, All rights reserved. New or Changed Features in (Subset) Proposals Mobile Quoting TeleSales Quick Order Entry Single Administrator UI for Web Store Oracle Content Manager SALES –

1-9 Copyright © Oracle Corporation, All rights reserved. Benefits Create consistent content and messages; personalize with merged data from applications. Sales reps can produce accurate quotes offline with full product and pricing information. Increased efficiency for TeleSales users creating quotes and orders. Simple and powerful UI for creating and managing web stores. Complete content management features integrated with applications SALES –

1-10 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Proposals

1-11 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Proposals

1-12 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence iStore Administrator UI

1-13 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence Content Manager

1-14 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Oracle Sales Sales Intelligence Data Quality Management Integration Sales Contracts Integration Sales Campaigns SALES –

1-15 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Territory Manager HTML UI Sales Dashboard Sales Coach Projected Commission Returns through iStore SALES –

1-16 Copyright © Oracle Corporation, All rights reserved. Benefits More flexibility in configuring sales application; better performance Increase sales by having access to timely and accurate sales information Increase data integrity and cleanliness Specific terms and conditions are stored in central place to better track contract compliance Closer alignment of sales and marketing; sales reps can initiate sales campaigns SALES –

1-17 Copyright © Oracle Corporation, All rights reserved. Benefits Reduce costs and time involved with creating and maintaining territories and named account lists Sales rep has access to important information in a single, configurable view Increase sales effectiveness by “guiding” reps through established sales methodologies Increased motivation for sales rep by seeing personal benefit Simpler return process SALES –

1-18 Copyright © Oracle Corporation, All rights reserved. Sales Intelligence OA Framework-based reporting architecture Sales Intelligence

1-19 Copyright © Oracle Corporation, All rights reserved. TeleSales / Field Sales DQM Product Hierarchy Oracle Field Sales DQM

1-20 Copyright © Oracle Corporation, All rights reserved Oracle Quoting Contract Integration (Update)

1-21 Copyright © Oracle Corporation, All rights reserved Oracle Sales Sales Campaign and NQL

1-22 Copyright © Oracle Corporation, All rights reserved. Territory Management HTML UI ADI Territory Manager Easy Territory and Named Account Setup

1-23 Copyright © Oracle Corporation, All rights reserved Oracle Sales Funnel and Dashboard

1-24 Copyright © Oracle Corporation, All rights reserved. Oracle Sales Oracle Sales Sales Coach

1-25 Copyright © Oracle Corporation, All rights reserved Oracle Compensation Projected Commissions

1-26 Copyright © Oracle Corporation, All rights reserved Oracle iStore Order Returns

Copyright © Oracle Corporation, All rights reserved. Oracle Service Key Product Highlights –

1-28 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Field Service scheduling enhancements Improved Spares Management planning Field Service Debrief enhancements SERVICE –

1-29 Copyright © Oracle Corporation, All rights reserved. Benefits Assign the right person to the right job with the right parts More accurate spares management while reducing costs “Wrap up” field service visit at client site SERVICE –

1-30 Copyright © Oracle Corporation, All rights reserved. New or Changed Features in (Subset) iSupport - Guest User Functionality Preventive Maintenance Color Coded tasks Offline capabilities for field service wireless Search KB from wireless device and co-workers trunk stock for parts Service Request Status Propagation SERVICE –

1-31 Copyright © Oracle Corporation, All rights reserved. Benefits Reduce costs and time associated with answering questions/service requests Proactively service customers based on usage, specified date, or period of time Better visibility to important Field Service tasks to ensure commitments are met and customer service is upheld Access important field service information offline Ensure technicians have access to right parts and information to service customer Reduce service costs SERVICE –

1-32 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Productivity and Usability enhancements Service Daily Business Intelligence (DBI) Multiple iSupport Sites Configurable SR process and templates SERVICE –

1-33 Copyright © Oracle Corporation, All rights reserved. Key New or Changed Features in (Subset) Marketing Integration KM Search effectiveness Improved OM-IB integration for component replacement eAM Integration SERVICE –

1-34 Copyright © Oracle Corporation, All rights reserved. Benefits Improved customer service since agents have more information available to them to serve customer Monitor KPIs and make betters decisions based on timely and accurate information Meet the needs of different divisions within the enterprise to provide support to their customers Streamline process and capture information specific to type of service request SERVICE –

1-35 Copyright © Oracle Corporation, All rights reserved. Benefits Up sell support customers through targeted promotions Customers can resolve their own issues easier with more accurate KB searches Accurately track changes to products in the installed based Log tickets against internal assets SERVICE –

1-36 Copyright © Oracle Corporation, All rights reserved. New Orders Tab How to Use this Feature TeleService Enhancement Orders Tab

1-37 Copyright © Oracle Corporation, All rights reserved. New Invoices Tab How to Use this Feature TeleService Enhancement Invoices Tab

1-38 Copyright © Oracle Corporation, All rights reserved TeleService Enhancement Contracts Tab

1-39 Copyright © Oracle Corporation, All rights reserved. Enhanced Service Request Tab How to Use this Feature TeleService Enhancement Redesigned Service Request Tab

1-40 Copyright © Oracle Corporation, All rights reserved TeleService Enhancement Standalone Knowledge Management

1-41 Copyright © Oracle Corporation, All rights reserved. Notice that escalated backlog is growing for Medium Severity, Click to drill to more detail

1-42 Copyright © Oracle Corporation, All rights reserved. Trending of the Backlog, Escalated, and Unowned counts are available in one report.

1-43 Copyright © Oracle Corporation, All rights reserved. The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased.

1-44 Copyright © Oracle Corporation, All rights reserved. Target Your Support Enable multiple support sites to provide targeted support to different customer segments Common infrastructure for iSupport, iStore and Partners Online Multiple Sites iSupport Enhancements Multiple Sites and Common Infrastructure

1-45 Copyright © Oracle Corporation, All rights reserved iSupport Enhancements Configurable Service Request Creation

1-46 Copyright © Oracle Corporation, All rights reserved. Configurable Service Request Process Documentation Issue Might Be A One Step Process Product Issue Might Be A Four Step Process

1-47 Copyright © Oracle Corporation, All rights reserved. Define audience for campaign Define postings and rule sets Define campaign and messages Show campaign message on iSupport iSupport Enhancements Campaigns To Up-sell and Cross-sell Campaign Posting displayed at the top section of Home Page

1-48 Copyright © Oracle Corporation, All rights reserved. Mobile Service Solutions Store-and-Forward Pocket PC

Copyright © Oracle Corporation, All rights reserved. Thank You. Oracle Sales and Service