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JD Edwards EnterpriseOne Applications Customer Relationship Management for Support Implementation Guide
Release 9.1.x

E15124-07
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Index

A  B  C  E  F  G  H  I  L  M  N  P  Q  R  S  T  U  V  W 

A

AAIs, 5.4
Accounts Receivable integration, 1.2.2
Action Plan List report (R90CA014A), B.1.2
activities, 8.5
Activities by a Customer Contact report (R90CA1301B)
processing options, B.2.13
usage, B.1.2
activity rules
cases, example, 3.7.3
understanding, 3.7
Add Answer Set form, 6.2.2, 6.2.3
Add Case form, 8.2.3
Add Library form, 7.5.2
Add Question form, 6.2.2, 6.2.9
Add Rate Set form, 6.2.2, 6.2.8
Add Script form, 6.3.2
Add Solution form, 7.4.2
Add Token form, 6.2.2, 6.2.7
Add Variable form, 6.2.2, 6.2.6
Add Work Order form, 11.2.1
Address Book integration, 1.2.3
Address Parent/Child Revisions, 4.3.3
Advanced Pricing
integration, 1.2.4
setting up for cases, 3.8.1
answer scores, 6.2.4
Answer Set–Manage Answer Set Name form, 6.2.2
Answer Set program (P90CF030), 6.2.1.1
answer sets
attaching answers, 6.2.4
computing answer score, 6.2.4
creating, 6.2.3
example, 6.2.1.1
translating answers, 6.2.5
understanding, 6.2.1.1
automatic accounting instructionsAAIs, 5.4

B

billing
entering information for cases, 8.3
implementing for Case Management, additional steps, 1.4.3
multicurrency, 5.3
understanding for Case Management, 5.1
Billing Information form, 8.3.2
branch scripts
creating, 6.3.5
creating, tips for, 6.3.1.5
diagram, 6.1
example, 6.3.1.5
Business Interface Integration Objects, 1.5
business object reservations
understanding, 3.5
using, 3.5.4
Business Object Reservations form, 3.5.2

C

Capital Asset Management integration, 1.2.7
Case Activities form, 8.5.1
Case Activities program (P90CG510), 2.1.1
Case Analysis By Product Family report (R90CG705)
processing options, B.2.17
usage, B.1.1
Case CSS Inquiry and Add program (P90CG900), 3.4
Case Detail/Summary report (R17670)
processing options, B.2.2
usage, B.1.1
Case Duration Statistics by Product report (R17673)
processing options, B.2.3
usage, B.1.1
case entry
activities, 8.5
attaching scripts, 8.6.1.1
basic information, 8.2
billing information, 8.3
case history, 8.9
comments (attachments), 8.7
related actions, 8.6
related links, 8.10
tasks, 8.8
understanding, 8.1
using solutions, 8.4
Case Entry program (P90CG504), 3.4
case escalation
notification methodnotification escalation method, 2.1.3
skill-level methodskill-level escalation method, 2.1.3
understanding methods, 2.1.3
Case Management
billing for, additional implementation steps, 1.4.3
implementing, 1.4.2
understanding, 2.1.1
Case Management system setup
AAIs, 5.4
activity rules, 3.7
Advanced Pricing, 3.8.1
case types, 4.7
constants, 3.3
escalation method, 3.3.2.2
processing options, 3.4, 3.4.8
required fields, 3.6
UDCs, 3.2
Case Print report (R17674)
processing options, B.2.4
usage, B.1.1
case priorities
notification escalation method, 4.8.1
notification escalation method, setting up for, 4.8.2
skill-level escalation method, 4.9
skill-level escalation method, setting up for, 4.9.2
Case Provider Group Routing Rules Revisions form, 4.6.2
Case Provider Group Rules Sequence form, 4.6.2
Case Provider Group Status Revisions form, 3.7.4
case resolution
charging time, 11.4
entering work orders, 11.2
generating the case workfile, 11.5.1
updating status, 11.3
Case Statistics by Assignee report (R17671)
processing options, B.2.3
usage, B.1.1
Case Statistics by Product report (R17672)
processing options, B.2.3
usage, B.1.1
Case Type Revisions form, 4.7.2
case types, 4.7
Case Update program (P90CG501), 3.4
Case Workfile Generation program (R17675)
processing options, 11.5.3
usage, 5.1
cases
billing for, 5
enteringcase entry, 8
processing, diagram, 2.2
resolvingcase resolution, 11
running scripts using Related Actions, 6.4.5
running scripts using Solution Advisor, 6.4.4
system setupCase Managementsystem setup, 3.2
UDCs, 3.2.1
understanding time entry methods, 11.4.1
Cases by Customers report (R90CG700), B.1.1
Cases by Priority report (R90CG701)
processing options, B.2.16
usage, B.1.1
Cases by Status report (R90CG702)
processing options, B.2.16
usage, B.1.1
Cases By Type report (R90CG703)
processing options, B.2.16
usage, B.1.1
Cases Status By Agent report (R90CG704)
processing options, B.2.17
usage, B.1.1
Competitor Item Sheet Detail report (R90CA060A)
usage, B.1.3
Computer Telephony IntegrationCTI, 2.1.1
Contact Address Avery 5160 report (R90CA070B)
processing options, B.2.9
usage, B.1.7
Contact Address Avery 5161 report (R90CA070C)
processing options, B.2.9
usage, B.1.7
Contact Address Avery 5163 report (R90CA070AA)
processing options, B.2.9
usage, B.1.7
Contacts for a Customer report (R90CA0111A)
processing options, B.2.7
usage, B.1.4
CRM Case Related Actions program (P90CG503)
processing options, 3.4.10
understanding, 2.1.1
CRM Support Applications
implementing, 1.4.1
integration, diagram, 2.2
system integrations, 1.2
understanding, 1.1
CSS Case Update program (P90CG910), 3.4
CTI
setting up properties, 10.1
understanding, 2.1.1, 10
using, 10.2.1
CTI Interface form, 8.9.1
CTI Property Revisions form, 10.1
Customer Partner List report (R90CA01B)
processing options, B.2.8
usage, B.1.6
Customer Summary-Selected report (R90CA080G)
processing options, B.2.11
usage, B.1.4
Customer/Contact Summary-Sel report (R90CA080B)
processing options, B.2.10
usage, B.1.4

E

Employee Phone List report (R90CA0101E)
processing options, B.2.6
usage, B.1.5
escalation percentages
notification escalation method, 4.8.3
skill-level escalation method, 4.9.3
Escalation Processing report (R17680)
processing options, B.2.5
usage, 9.1.1

F

F0006 table, 5.3, 5.4.2
F0010 table, 5.3
F0101 table, 5.4.2
F03012 table, 5.3
F05116Z1 table, 5.4
F06116Z1 table, 5.2
F0911Z1 table, 5.2, 5.4
F1171 table, 5.4.2
F1201 table, 5.4.2
F1725 table, 5.4.1
F1753 table, 9.1.2
F1755 table, 5.1
F1760 table, 5.1, 5.2
F1790 table, 5.4.2
F1793 table, 5.4.2
F1797 table, 5.4.2
F4095 table, 5.4
F4117 table, 5.4.2
F4812 table, 5.1, 5.4
F90CF030 table, 6.2.1.1
F90CF03A table, 6.2.1.1
F90CF040 table, 6.2.1.1
F90CF060 table, 6.2.1.4
F90CF140 table, 6.2.1.3
F90CF14A table, 6.2.1.3
F90CF16C table, 6.3.1
F90CF180 table, 6.4.1.2
F90CG503 table, 6.4.1.2
F90CG506 table, 9.1.2
Failure Analysis form, 8.9.1
flat rate pricing method, 5.2
Frequently Used Solution Processing program (R90CE01)
running, 7.6.2
updating solution solved count, 7.6.1.1

G

General Accounting integration, 1.2.1
general ledger class codes, 5.4.1

H

hierarchies
general ledger class codes for cases, 5.4.1
responsible business unit for cases, 5.4.2

I

Integration, 1.5
Inventory Management integration, 1.2.8
items, associating solutions, 7.4.1.1

L

linear scripts
creating, 6.3.4
creating, tips for, 6.3.1.4
diagram, 6.1

M

multicurrency, 5.3

N

nodes, 6.3.1.2
notification escalation method
defining, 3.3.2.2
escalation percentages, 4.8.3
setting up case priorities, 4.8.2
understanding, 2.1.3, 4.1.1, 9.1.1
understanding case priorities, 4.8.1

P

P17001 program, 3.3.2
P17500 program, 3.4.7
P17504 program, 3.4.6
P17505 program
processing options, 3.4.9
usage, 5.2
P17506 program
processing options, 4.10
usage, 4.1
P90CF0303 program, 6.2.1.1
P90CF060 program, 6.2.1.4
P90CF070 program, 6.2.1.2
P90CF140 program, 6.2.1.3
P90CF160 program, 2.1.5, 6.3.1
P90CFSUB program, 6.3.1
P90CG501 program, 3.4
P90CG503 program
processing options, 3.4.10
understanding, 2.1.1
P90CG504 program, 3.4
P90CG506 program, 2.1.3, 4.1.2
P90CG510 program, 2.1.1
P90CG900 program, 3.4
P90CG910 program, 3.4
Periodic Planner report (R90CA13D)
processing options, B.2.15
usage, B.1.2
pricing methods
flat rate, 5.2
time and materials, 5.2
Product Catalog List report (R90CA55CAT), B.1.8
Provider Group Employees form, 4.3.3
Provider Group Revisions form, 4.3.3, 4.3.4
provider groups
assigning members using distribution lists, 4.3.6
assigning members using skill levels, 4.3.5
case priorities, notification escalation method, 4.8.1
case priorities, skill–level escalation method, 4.9
routing information, 4.6
setting up, 4.3.4
UDCs, 4.2.1
understanding, 2.1.2, 4.3.1

Q

Question program (P90CF060), 6.2.1.4
questions
creating, 6.2.9
translating, 6.2.10
understanding, 6.2.1.4
weight, 6.2.9
Queues Properties Revisions form, 4.5.1

R

R17670 report
processing options, B.2.2
usage, B.1.1
R17671 report
processing options, B.2.3
usage, B.1.1
R17672 report
processing options, B.2.3
usage, B.1.1
R17673 report
processing options, B.2.3
usage, B.1.1
R17674 report
processing options, B.2.4
usage, B.1.1
R17675 program
processing options, 11.5.3
usage, 5.1
R17680 report
processing options, B.2.5
usage, 9.1.1
R90CA0101E report
processing options, B.2.6
usage, B.1.5
R90CA0111A report
processing options, B.2.7
usage, B.1.4
R90CA014A report, B.1.2
R90CA01B report
processing options, B.2.8
usage, B.1.6
R90CA060A report
usage, B.1.3
R90CA070AA report
processing options, B.2.9, B.2.9
usage, B.1.7
R90CA070B report
processing options, B.2.9
usage, B.1.7
R90CA070C report
processing options, B.2.9
usage, B.1.7
R90CA080B report
processing options, B.2.10
usage, B.1.4
R90CA080G report
processing options, B.2.11
usage, B.1.4
R90CA1301B report
processing options, B.2.13
usage, B.1.2
R90CA13D report
processing options, B.2.15
usage, B.1.2
R90CA55CAT report, B.1.8
R90CE01 program
running, 7.6.2
updating solution solved count, 7.6.1.1
R90CG700 report, B.1.1
R90CG701 report
processing options, B.2.16
usage, B.1.1
R90CG702 report
processing options, B.2.16
usage, B.1.1
R90CG703 report
processing options, B.2.16
usage, B.1.1
R90CG704 report
processing options, B.2.17
usage, B.1.1
R90CG705 report
processing options, B.2.17
usage, B.1.1
Rate Set program (P90CF140), 6.2.1.3
rate sets
creating, 6.2.8
example, 6.2.1.3
understanding, 6.2.1.3
Related Actions form, 8.6.1.1
required fields, 3.6
responsible business unit, 5.4.2
Re-usable Subforms program (P90CFSUB), 6.3.1
routing information, 4.6
routing rules
setting up, 4.6.4
understanding, 4.6.1
routing sequences, 4.6.1

S

S&WM System Constants program (P17001), 3.3.2
Sales Order Management integration, 1.2.5
Script program (P90CF160), 2.1.5, 6.3.1
scripts
adding items, 6.3.1.7
answer setsanswer sets, 6.2.1
attaching to cases, 8.6.1.1
branchbranch scripts, 6.1
cloning, 6.3.1.6, 6.3.8
components, 6.1
creating, 6.3
creating components, 6.2.2
creating header records, 6.3.3
instances, 6.4.1.2
linearlinear scripts, 6.1
managing, 6.4
questionsquestions, 6.2.1
rate setsrate sets, 6.2.1
related objects, 6.4.1.3
running a script from a case or work order using Related Actions, 6.4.5
running form a case or work order using Solution Advisor, 6.4.4
scoring, 6.3.1.1
tokenstokens, 6.2.1
translating script exit messages, 6.3.7
UDCs, 6.2.1.5
understanding components, 6.1
understanding trees and nodes, 6.3.1.2
using to solve cases and work orders, example, 6.4.1.1
validating, 6.3.1.3, 6.3.6
variablesvariables, 6.2.1
Search for Libraries form, 7.5.2
Search for Solutions form, 7.4.2
Service Management integration, 1.2.6
skill-level escalation method
defining, 3.3.2.2
defining escalation percentages, 4.9.3
example, 9.1.2.1
managing escalationsskill-level escalationprocessing, 9.2
setting up case priorities, 4.9.2
understanding, 2.1.3, 4.1.2, 9.1.2
understanding case priorities, 4.9
skill-level escalation processing
assigning cases to unavailable provider group members, 9.2.1.2
changing commitment dates and time, 9.2.1.4
changing priorities, 9.2.1.3
changing provider groups, 9.2.1.8
processing when call centers is closed, 9.2.1.5
processing when not enough provider group members, 9.2.1.6
reassigning after resolution warning issued, 9.2.1.7
reassigning case to another provider group member, 9.2.1.1
Solution Advisor
constants, 3.3.2.2
implementing, 1.4.4
understanding, 2.1.4
Solution Advisorsolutions, 3.3.2.2
solution libraries
creating, 7.5.3
understanding, 7.5.1
solutions
assigning to cases, 8.4.5
associating to items, 7.4.1.1
attachments, 7.4.1.2
creating, 7.4.1
creating libraries, 7.5.1
related objects, 7.4.1.1
reviewing frequently used, 8.4.7
searching for, 8.4.8.1
searching for case and work order resolutions, process, 8.4.1.2
sending, 8.4.6
setting upSolutionAdvisor setup, 3.3.2.2
UDCs, 7.1
viewing association to cases, 7.4.1.1
viewing association to work orders, 7.4.1.1
working with solved count, 7.6.1
working with usage count, 7.6.1
solutionsSolution Advisor, 3.3.2.2
solved count (solutions), 7.6.1
SWM System Constants Revisions form, 3.3.2

T

Task Revisions form, 8.8.1
Tasks program (P17504), 3.4.6
time and materials pricing method, 5.2
time entry for cases, 11.4
time entry methods, 11.4.1
Time Entry program (P17505)
processing options, 3.4.9
usage, 5.2
tokens
creating, 6.2.7
understanding, 6.2.1.2
trees, 6.3.1.2

U

UDCs
cases, 3.2.1
provider groups, 4.2.1
scripts, 6.2.1.5
Solution Advisor, 7.1
usage count (solutions), 7.6.1
user defined codesUDCs, 3.2.1

V

variables
creating, 6.2.6
understanding, 6.2.1.2
Variables program (P90CG080), 6.2.1.2

W

Work Center form, 8.9.1
work order entry for cases, 11.2
Work With Case Management form, 8.2.3
Work With Case Priorities form, 4.8.2, 4.8.2, 4.9.2, 4.9.2
Work With Case program (P17500), 3.4.7
Work With Case Required Fields form, 3.6.2
Work With Distribution Lists, 4.3.3
Work With Provider Group Employees program (P90CG506), 2.1.3, 4.1.2
Work With Provider Groups program (P17506)
processing options, 4.10
usage, 4.1
workflow message queues
setting up properties, 4.5.1
setting up security, 4.4
Workflow Message Security Revisions form, 4.4.1