How to setup and use Service Contracts RenewalPortalOverview

Renewing service contracts is an important part of any service business. Each contract up for renewal represents an opportunity for revenue that should be easier to obtain than a new sale. Oracle offers Electronic Renewal process, in which a renewed contract gets created in Entered status and a notification is send to both the Renewal Rep and the customer. The customer receives an e-mail notification with a username and password, as well as a link to a web page. Customers can review the quote and accept, reject, or request changes to the contract renewal from this web page. This post will briefly cover steps required to setup and use Oracle Service Contract Electronic Renewal Portal.Step 1: Prerequisite setupsCreate Process Definition for RenewalsA process may be either an Oracle Workflow process or procedure, either packaged or standalone. This Process Definition can be invoked by either: an outcome, a function, a quality assurance checklist, auto numbering, a change request process, or to approve or renew. Oracle has already provided few seeded Process Definitions like Service Contracts Renewal Outcome.Create Independent Condition for the RenewalYou can set up independent conditions that must be met before an outcome, in this case Contract Renewal is processed for an event. Oracle has defined seeded Independent Condition like Contracts Auto Renewal Condition which is linked to process definition Contract Renewal.Verify Global DefaultsRenewal and pricing attributes are maintained in the individual contracts. If renewal options are not specified in contract then the renewal and pricing attributes are retrieved from the renewal event or from the global defaults. Service Contract Global Defaults provides a placeholder to capture several Renewal and Pricing attributes such as - Renewal Renewal Process, Approval, Layout Template, Grace duration etc. Online Acceptance Process Payment Methods, Payment Terms, Help Desk etc. Pricing/ Billing Pricing Method, UOM, Period etc.Email TemplatesOracle Service Contracts integrates with Oracle XML Publisher to create and enable templates for personalized e-mail communications with customers. Electronic Renewal Process uses following email templates - An initial renewal notification Cover Letter One or more reminder or cancellation notices The PDF attachment sent with all of the above e-mails Quote LetterStep 2: Renew ContractRenew Contract

Contracts can be renewed by running Date Assembler or manually. In this case, we will manually renew a specific contract. Once contract is successfully renewed Oracle will create a Renewal Quote, a new contract in Entered status. Negotiation status of this contract will be Pending Publication.

background ProcessingSchedule workflow background process for item type OKS Contract Process to run frequently. In R12, Oracle has introduced a new feature of tracking the entire contract lifecycle with a workflow, and it is mandatory to run the workflow background process to initiate the QA check and contract approval process. After successful QA check system will send an email notification to the customer along with user name, password and login URL. FND user account will automatically get created for the Quote-To Contact person and Application will assign Service Contracts Electronic Renewals responsibility to this user account.

Step 3: Renewal Quote Review and NegotiationLogin to Electronic Renewal PortalLogin to Electronic Renewal Portal using user account and password received in an email. Customer Acceptance Portal home page captures all pending Service Contracts which are up for Renewal. Using home page, customer can quickly download PDF copy of the Renewal Quote.

Review Renewal QuoteClick on the Accept button to see further Quote Details.Quote Renewal Details page captures following information- Contract Details Contract#, Duration, Effectively dates, Tax, Total Amount Customer Contact Contact name, email, address etc. Payment Details Payment Type, PO#, Credit Card details etc. Attached Documents

Request Further AssistanceClick on the Request Assistance button to get in touch with Renewal Representative. This page allows customers to send an email notification to the Renewal Rep.

Renewal Rep can act on this notification using Administrator Workbench.Administrator Workbench The Administrator Workbench enables Renewal Reps, managers, and contract administrators to track progress of workloads and initiate follow up actions oncontracts under negotiation. Renewal Reps 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. The Administrator Workbench informs users of what is currently in their queue.The Administrator Workbench offers following features Quick Search Notification Provides a list of open notifications that require attention of Renewal Rep Offers a list of views for open service contract like All In Process Contracts, Follow Up Actions, Pending Internal Approval, Pending Salesrep Assistance etc.Accept Renewal QuoteAfter completion of negotiation cycle, customer can login to Renewal Portal to approve the Renewal Quote. Customer can select appropriate payment type, upload required document and review contract terms/ acceptance clause before approving Renewal Quote.

Customer will receive an email confirmation of Quote Acceptance.Step 4: Activate Renewed ContractSubmit for ApprovalUpon acceptance, contracts negotiation status will be updated to Quote Accepted. Based on the approval type, system will either trigger an approval process or will notify Renewal Rep to submit Service Contract for approval before activating Service Contract.

QA Check and ActivationSystem will perform a QA check before submitting it for final approval. Contract Negotiation Status will be updated to Pending Internal Approval. An email notification will be send to Contract Administrator for final approval.

Upon final approval, contract status will get updated to Active.

Customer will receive an email notification of the same.