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, 10.2.1

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

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, 10.5.3

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, 10.4

time entry methods, 10.4.1

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, 10.2

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