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Service Requests

When your customers call with questions or problems, you can track each call using Oracle Service's Service Request module. You can categorize service requests into various user-defined types, such as standard customer calls, hot calls, product installation requests, product inquiries, customer complaints, field failures, field maintenance visits, and returned products. For each service request that you create, you can enter details such as problem and resolution descriptions, actions requested or taken, service personnel assigned to resolve the service request, the urgency from the customer's perspective, severities, dates, timestamps, actual resolution times, problem codes, resolution codes, and so on.

Oracle Service is well-integrated with computer telephony software. Based on call characteristics, you can route a call to an appropriate agent and make customer information available to the agent to facilitate the call's resolution. Oracle Service also creates a knowledge base of previously reported problems and their resolutions. Whenever a new service request is logged, service personnel can search this knowledge base for matching problems and resolutions.

Once service requests are logged, you can route them through your enterprise a workflow-based resolution process. Using Oracle Workflow, service request resolution procedures can be extended to meet your needs. Using these procedures, you can automatically service personnel and transfer or escalate service requests. You can also analyze each service request's routing to identify and eliminate bottlenecks in the resolution process.

Using Oracle Quality, you can set up collection plans to capture service request data. You can then perform statistical analyses on this collected data.

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