Recording Customer Interaction
You can record all customer interaction for a service request by logging incoming and outgoing calls. Each time a new service request is created, a call is logged with the call type Request Created. If this is a Web request, whenever the service request is created or updated via Oracle Self-Service Web Applications, a new call is created with the Request Created or Request Updated type. See: Service Requests.
To log a call:
1. Navigate to the Calls window.
2. Select the caller's name.
3. Optionally modify the Entered By name.
The value defaults from the service request's owner.
You can use one of the two system-defined values (Request Created and Request Updated), or a call type you have defined. See: Setting Up Call Types.
5. Optionally modify the Call Date.
6. Enter call details, either in the short field or in the larger area.
7. Enter contact information, including phone and fax numbers and email address.
8. Enter the call duration.
9. Optionally check Followup Required.
10. Optionally check Outgoing Call if you called the customer.
11. Optionally check Make Public to make this comment visible to anyone who queries the associated request, repair line, or installed base record using Oracle Self-Service Web Applications.
This box's status defaults from your setting for the profile option Service:Default Make Public Flag.
If this call was logged automatically as a result of a customer entering a service request, the Entered By Customer flag is toggled on. You cannot update this flag. Any comments the customer may have entered on the Web are part of the call detail.
See Also
Entering Service Requests
