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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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Contents

List of Figures

Title and Copyright Information

Preface

1 Introduction to JD Edwards EnterpriseOne Customer Relationship Management (CRM) Support Applications

2 Understanding CRM Support Applications

3 Setting Up Case Management Fundamentals

4 Setting Up Provider Groups

5 Understanding Case Management Billing

6 Setting Up and Managing Scripts

7 Setting Up Solution Advisor

8 Entering Cases

9 Working with Escalations

10 Working with Computer Telephony Integration (CTI)

11 Resolving Cases

A Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications

B JD Edwards EnterpriseOne CRM Support Applications Reports

Glossary

Index