This chapter covers the following topics:
You can set up the Quick Menu to navigate to windows in other applications without having to change responsibility and requery the customer. The Quick Menu is available as a selection on the Tools menu.
For example, an agent working on a contract for Business World can access the Contact Center from the Service Contracts Authoring window, by selecting Quick Menu from the Tools menu, and choosing to open the Contact Center. The agent can modify customer information, including addresses, accounts, and other details, and then switch back to the contract without switching responsibilities.
Select the Application Developer responsibility. Navigate to Application, and then select Menu.
Query the submenu OKS_QUICKMENU and add the forms to use in the menu.
You can add forms from any application, but only forms that are Quick Menu-enabled pass the customer context from the contract. For a complete list, query the seeded Quick Menu for Customer Support CSX_CUSTOMER_SUPPORT_QM.
Query the OKS_MANAGER_TOP_MENU
Verify that you added the Quick Menu for Service Contracts to OKS_MANAGER_TOP_MENU as a submenu.
Set the system profile Customer Care: Start Menu for Quick menu to Quick Menu for Service Contracts at the Responsibility level.
Note: By default, this system profile is set to Quick Menu for Customer Support at the Site level.
This topic is covered in the Oracle Contracts Implementation and Administration Guide. See Setting Up Contract Terms Library in the Oracle Contracts Implementation and Administration Guide.
This topic is covered in the Migrating Clauses to Contract Terms Library, Oracle Contracts Implementation and Administration Guide.
Within Oracle Installed Base, you can transfer ownership of an item instance, which can impact service contracts. If there is service associated with the item instance, you can:
keep the service with the original owner.
terminate the service.
transfer the service to a new owner.
If you transfer the service to a new owner, the application creates a new contract to cover the item instance. The new contract appears in Oracle Service Contracts application with the transferred instance as a subline, and includes the same service as the original contract. You can view the contract by querying the instance within the Products tab of the Order Reprocessing form. For Mass Instance Updates, you can view the new Contracts by clicking a completed transfer batch.
The new contract includes values that default from Global Contracts Defaults, Billing Profiles, as well as the profile option, OKS: Transferred Contract Identifier. The OKS: Transferred Contract Identifier profile option adds a modifier to the transferred contract, which differentiates the transfer contract from the original contract.
Note: The application honors GCD settings for partial periods during instance transfer If you do not set up the GCD, then during transfer the old instance transfers to the new owner; the application terminates contracts associated with the old instance and creates a new contract with the transferred instance. The application honors the setting in the profile OKS: Raise Credit Memo for Install Base Transactions and all other values are stamped as null.
Note: Credit amount is not generated for imported contracts that are billed at source.
For more information on transferring ownership of an item instance, see Transferring Ownership, Oracle Installed Base User Guide.
Note: The Mass Update process in Oracle Installed Base allows you to view and, in some cases, determine the impact that the mass update has on associated service contracts. For information on Mass Updates, see Entering and Viewing Contract Options, Oracle Installed Base User Guide
To set up defaults for services affected by Oracle Installed Base ownership transfers
Select the Service Contracts Manager responsibility. Navigate to Setup: Service Contracts, and then select Global Contracts Defaults. The following Global Contracts Defaults attributes affect new contracts that Oracle Installed Base generates during ownership transfers:
Return Credit: Determines default value for Credit Option on Contract Options page. Values include Calculated, Full, or None.
QA Checklist: Determines the default QA checklist for new contracts for the transferred service.
Approval Workflow: Determines the default approval workflow for new contracts for the transferred service.
New Contract Group: Determines the default contract group for new contracts for the transferred service.
For more information on Global Contracts Defaults, see Entering Contract Defaults, Oracle Service Contracts User Guide.
Set the billing profiles by navigating to Setup: Service Contracts, and then select Billing Profiles. New contracts use the Accounting Rule, Invoicing Rule, and the Billing Level set on the billing profile for the new party. If you specify a billing profile in the Contracts Options page of Mass Instance Update, the accounting rule, invoice rule, and billing level come from the billing profile, otherwise, the accounting rule sets to Immediate, the invoice rule to Advanced, and the billing level to One time billing.
For more information on Billing Profiles see Creating Billing Profiles, Oracle Service Contracts User Guide.
Switch the responsibilty to System Administrator , navigate to Profile, and then System. Set the profile option OKS: Transferred Contract Identifier to specify the modifier prefix for new contracts created for the transferred service at the site level, for example, xfr.
Oracle Service Contracts contains several HTML pages, that you can personalize to address specific business flows. You can access HTML pages from the Oracle Service Contracts Administrator Workbench, the Oracle Installed Base Mass Update Workbench, the Oracle Installed Base Instance Details page, the Oracle Sales Online Customer Details page, and the Oracle Daily Business Intelligence (DBI) portal for Service Contracts.
For information on viewing the personalizable HTML pages or regions and also steps for personalizing HTML pages, refer to the Oracle Applications Personalization Guide.
For procedures related to HTML pages within Oracle Service Contracts, see Overview Service Contracts in HTML, Oracle Service Contracts User Guide, Overview of the Administrator Workbench, Oracle Service Contracts User Guide.