This chapter covers the following topics:
For current information on user implementation, user roles, user responsibilities, and seeded user types, see the Oracle Applications CRM System Administrator's Guide.
This topic group includes:
For directions on how to set up users, see the current setup information in Setting Up Oracle iSupport Users.
Use the steps below to delete users from the application.
Log into the Applications login page as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Find the user whom you wish to delete. See Searching for Users for information on finding users.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
In the Personal Profile page, enter an end date for the user. The username associated with the user will expire on the date you enter.
Select Update. The application returns a confirmation message.
Use the steps below to change the effective dates for users of the application.
Log into the Applications login page as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Find the user whose information you wish to change. See Searching for Users for information on finding users.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
In the Personal Profile page, enter a start date or end date for the user. The username associated with the user will be activated on the start date that you enter. The username associated with the user will expire on the end date you enter.
Select Update. The application returns a confirmation message.
The user search function allows you to search for users by First Name, Last Name, or Username. Use the following procedure to search for users.
Login to the Applications login as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
In the Find User drop-down list, select username, last name or first name.
In the field, enter your search string. Use the percent sign (%) as a wildcard(s). You can use as many wildcards as you like, but you must enter at least three characters. See examples below.
Note: To find all users, use three percent signs in row (%%%) as the search string.
Select Go.
The application returns a list of users based on your search criteria.
Example 1:
Search for all users whose username begins with B:
Select Username from the drop-down list.
Enter in the field: B%%.
Select Go.
Example 2:
Search for all users whose last name contains an X:
Select Last Name from the drop-down list.
Enter in the field: %X%.
Select Go.
Example 3:
Search for all users whose first name ends in ON:
Select First Name from the drop-down list.
Enter in the field: %ON.
Select Go.
This topic group provides information on changing user profile data, including:
Follow the steps below to change or reset a password.
Note: These steps are for administrative users of the application.
Log into the Applications login page as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Find the user whose information you wish to change. See Searching for Users for information on finding users.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
In the Personal Profile page, enter the new password in the New Password and Re-enter New Password fields.
Select Update. The application returns a confirmation message.
Add to or change contact points (such as phone, e-mail, fax) by following the steps below.
Note: These steps are for administrative users of the application.
Log into the Applications login page as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Find the user whose information you wish to change. See Searching for Users for information on finding users.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
Under the User Profile area, select Contact Points. The Contact Points of User page appears.
To edit an existing contact point, select the underlined hyperlink of the appropriate contact point.
To create a new contact point, select Create.
You can make additions/alterations to the following:
Communication Type - Select the method of communication; examples are email, phone, fax.
Phone Line Type - Select from the drop-down list the type of phone line, if appropriate. Examples are office, home, mobile.
Phone Country Code - Optionally enter the phone country code.
Phone Area Code - Enter phone area code.
Phone Number - Enter the phone number, without the area code.
Primary Contact check box - If this is to be the preferred method of contact, activate this box.
Note: Note: There can be a primary contact point for each communication type. For example, here can be a primary e-mail address and a primary phone number.
When finished making changes, select Save. The application returns a confirmation message.
Note: You can view the active and inactive contacts in the Status column.
Address information for users can be changed by either the users themselves or the administrator users (ibu admin or primary user).
To change company information for a group of users, see Adding/Changing Company Information.
Log into the Applications login page as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Find the user whose information you wish to change. See Searching for Users for information on finding users.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
Under the User Profile area, select Addresses.
To edit an existing address, select the Update icon for the appropriate address. To create a new address, select Create.
Make desired changes to the following:
Country - This is the country that relates to the Address field. Using the Address flex field supported by Oracle Receivables, the Country LOV supplies an appropriate international address format. Thus the specific address fields displayed depend on the country chosen.
The application checks if an address style is associated with the country itself. If no style is found, then the profile option Service: Default Address Style is checked. If still no style is found, then the application uses the default address style AS_DEFAULT provided by Oracle Receivables. A user’s operating unit and the Oracle Receivables system properties determine the default country. The profile option MO: Operating Unit determines the operating unit.
Address Type - Select the type of address, such as Bill to, Ship to, and Sold-to.
The iSupport Customer Address Type lookup determines the content of the list in the Address Type column.
Address 1 - This is the first line of the address that appears on an envelope or mailing label. You can use this line for primary address information, such as street address, post office box, or apartment number.
Address 2 - This is the second line of the address that appears on an envelope or mailing label. You can use this line for secondary or non-critical information, such as a building name or number.
City - This is the city that relates to the Address field.
State - This is the state that relates to the Address field.
Postal Code - This is the postal code or zipcode that relates to the Address field.
Primary Address check box - Select this box if this is the preferred address to use for this user.
Note: Note: A primary address can exist for each address type. For example, there can be a primary bill to and a primary ship to address.
Select Save. The application returns a confirmation message.
Follow the steps below to change general user preferences for the application, such as default language, currency, and date formats.
Note: The steps below are for administrator users.
Login to the Applications login as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Search for the user whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
Navigate to Preferences. The General Preferences page appears.
In the General Display area, set the following as desired:
Display Style - Select a default style sheet.
Language - Select a default language.
User Currency - Select a default currency.
Date Format - Select a date format to use when entering dates.
In the Table Display area, set the following as desired:
Display Rows per Page - Select the number of rows to display of any tables that are used by the application.
Display Blank Rows per Table - Select the number of blank rows to display in any updateable tables that are used by the application.
Select Update to save your changes.
Responsibilities define application privileges, controlling the presentation of menus, tabs, and screens. For more information, see User Management.
Note: The default responsibility that is active at the time that a user logs in to the Applications login determines which application is initially accessed.
Note: These steps are for administrative users of the application.
Log in to the Applications login as the Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Search for the user whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
Select the Responsibilities link at the bottom of the page. The Responsibilities page appears.
If the desired responsibility is already apparent, select the radio button next to the default responsibility you wish to assign.
If the responsibility you wish to assign as the default is not already on the page:
Select the underlined word, Select, to bring up the Responsibility search page.
Select the desired responsibility from the search results, and the Responsibilities page will re-appear with the new responsibility listed.
You can then select the Default radio button next to the responsibility.
Select Save in the Responsibilities page to save changes.
Use the following procedure to change the default customer account that appears when a user initially logs in.
Note: These steps are for administrative users of the application.
Log in to the Applications login as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Search for the user whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the appropriate username. The Personal Profile page appears.
Navigate to the Accounts link. The Accounts page appears.
Select the check box next to the desired default account.
Select Save. The application returns a confirmation message.
Oracle iSupport allows users to receive the contents of their home page in an e-mail. This is useful when users are unable to log in to Oracle iSupport for whatever reason. This feature can be enabled by either the user himself or an administrator. Follow the administrator steps below to enable or disable this feature.
A valid e-mail account has been recorded for the user who will receive the home page e-mails (see Adding/Changing Contact Points).
Oracle Workflow has been set up and configured.
To populate the tables required for this process, run the concurrent programs Notification Mailer and IBU_PRODUCT_EMGEN.
Login to the Applications login as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Search for the user whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the username. The Personal Profile page appears.
In the menu to the left, select Support. The Support page appears.
In the Email Management: Subscription Content area, a list of available home page content appears. From the list, select the desired home page content.
In the Delivery Frequency region, choose the desired frequency for e-mails.
From the Email Delivery Language LOV, select a language.
In the Contact Point region, select either HTML or Text as the type of e-mail.
Select Update Subscriptions. The application returns a confirmation message.
The forums signature is the text that appears automatically when a user posts a message to a forum. Use the following steps to alter or add the Forums signature for a user.
Note: The steps in this section are administrator steps.
Login to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > User.
Search for the user whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the username. The Personal Profile page appears.
In the menu to the left, select Support. The Support page appears.
In the User Signature for Forums field, enter any text that you wish to display at the end of this user's forums postings.
Select Update. The application returns a confirmation message.
Modify company information by following the steps below. A user must be classified as a B2B (business user) user for company information to display.
Note: Note: When you update company information for any user of a company, the company information for all users associated with this company also changes.
Log in to the Applications login as Oracle iSupport Administrator or Primary User.
Navigate to Administration > User.
Search for a user within the company whose information you wish to alter. See Searching for Users for directions.
Select the underlined hyperlink of the username. The Personal Profile page appears.
From the Company Profile menu on the left, select Information. The Company Information page appears.
In the Company Information page, you can make changes to the following:
Internal/External radio buttons - Select whether this company is an internal or external company.
Name of company - Enter or change the name of the company.
SIC - Select the flashlight icon to select from a LOV of Standard Industrial Codes or North American Industrial Classification System (NAICS).
Duns Number - Record the DUNS number. The Dun & Bradstreet D-U-N-S Number is a unique nine-digit identification code, which is used to reference single business entities, while linking corporate family groups together.
Number of Employees - Record the number of employees of the company.
Customer Since - Record the date the company first became a customer.
Current Revenue - Record the company's current revenue.
Projected Revenue - Record the company's projected revenue.
Analysis Year - Record the year the revenue was analyzed.
Fiscal Year End - Record the date of the company's fiscal year end.
Fiscal Code - Record the fiscal code of the company.
Tax Reference Number - Record the tax reference number of the company.
Select Update to save changes.
Use the steps below to view a list of administrators for the application. Generally, these are users who are Oracle iSupport Administrators or Primary Users.
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration. Select the Profile button at the top of the page.
Under Company Information on the left, select Administrators. A list of application administrators appears. For B2B users, the administrators are the primary users for the organization to which the B2B user belongs.
To view available contact information, select the username hyperlink of the administrator.
You can display different Technical Library content to different sets of users like business users, individual users, employees, and guest users. This is achieved by associating a top-level category for Technical Library with multiple responsibilities and displaying to users the MES category linked to the responsibility with which they are currently logged in. With the Category Administration setup page you can select an MES category and assign it to a responsibility. The Technical Library page and the technical library bin then show the category that corresponds to the current responsibility of a user. Use this procedure to make the association.
Steps
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > Support > Technical Library. The Category Administration page appears.
Use the Category LOV to associate a responsibility name with a category. A category can be associated with multiple responsibilities.
Select Update to save your assignments.
This topic group provides information on the following tasks:
Using the Homepage administration pages
Enabling Home Page E-mails
In the Homepage administration pages you can view all the contents defined for the home page and perform the following actions:
Design home page content and layout
Edit content properties
Add content
Add MES content
Delete content
For details on these topics, refer to Setting Up Oracle iSupport Homepage.
Service Request templates provide a structured, formatted method of gathering information during Service Request creation.
Oracle TeleService, which now includes what was previously known as Oracle Support, provides the bulk of service request functionality in Oracle iSupport. For any service request functionality in Oracle iSupport, you must do a full installation of Oracle TeleService/Support.
For more information on Oracle TeleService, see the latest versions of the following documentation:
Oracle TeleService Implementation and User Guide
Section Service Requests in this guide
Integrating Oracle iSupport with Service Request chapter of this guide
This topic area includes:
Use the steps below to begin creating a new service request template.
None
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template.
Select Create Template.
In the Name field, enter a meaningful name for the new template.
Optionally, select the calendar icon next to the Effective Start Date field and choose an effective start date for the template. Do the same for Effective End Date.
Note: It is recommended that you use the Effective End Date function to disable existing templates as opposed to deleting them.
Select Continue.
Select Update.
Select Back.
Select the hyperlink of the template name and continue creating the template by:
You can associate products, urgencies, problem codes, and requests as parameters for a service request template. Use the steps below to associate these parameters with a template.
Oracle Support has been installed and configured. See the Oracle TeleService Implementation and User Guide for details.
A service request template has been created in Oracle iSupport.
Products have been set up in Oracle Inventory.
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template. The Service Request Template page appears with a list of templates.
Select the underlined hyperlink of the appropriate template. The Template Details page appears.
In the Template Information region, select Template Parameters. The Template Parameters page appears.
In the Products region, select Add Products. The Available Products page appears.
Select the Add check box for each associated product that you want to add, and select Add. The page refreshes itself without the added products.
Select Back. The Template Parameters page appears showing the added products.
In the Urgencies region, select Add Urgencies. The Available Urgencies page appears.
Select the Add check box for each associated urgency that you want to add, and select Add. The page refreshes itself without the added urgencies.
Select Back. The Template Parameters page appears showing the added urgencies.
In the Problem Codes region, select Add Problem Codes. The Available Problem page appears.
Select the Add check box for each associated problem that you want to add, and select Add. The page refreshes itself without the added problems.
Select Back. The Template Parameters page appears showing the added problems.
In the Request Types region, select Add Request Types. The Available Request page appears.
Select the Add check box for each associated request that you want to add, and select Add. The page refreshes itself without the added requests.
Select Back. The Template Parameters page appears showing the added requests.
Use the steps below to define questions and answers for a template.
Oracle Support has been installed and configured. See the Oracle TeleService Implementation and User Guide for details.
A service request template has been created in Oracle iSupport.
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template. The Service Request Template page appears with a list of templates.
Select the underlined hyperlink of the appropriate template.
The Template Details page for the template appears. The Template Details region lists any questions associated with the template. If none is associated, then an empty list appears.
In the Template Details region, select one of these two options:
Create Individual Note for Each Question
Create a Single Note for all the Questions
Creating an individual note for each question has the advantage that the application can pass responses to Knowledge Management that have meaningful search criteria.
Select Add Question. The Define Question and Answer page appears.
In the Question region, enter a question for the template in the empty Question text box.
Select Answer Type: You have two options for answer types:
Choice - This is a pick-list type answer and can be used in scoring. Scoring is used for determining the severity of the service request.
Free Text - This is a free-form answer. You can specify the number of lines allowed for the answer (see below). This answer cannot be used in scoring.
Select Continue. The application updates the page.
To enforce that the user is required to answer the question, select Yes in the Response Required field. Mandatory questions force the user to provide an answer before the application will continue creating the request. To make the question optional for the end user, select No.
If your question requires a choice-type answer, then select (yes/no) whether you want the answer to be used in the severity scoring (see Set Severity Thresholds below). If you choose yes, then answers to the question will be weighted from 0 through 10 during the answer setup (see Set up Answers for a Choice Question below).
In the Answer region, enter an answer for the question in an empty Value text box. The answers you set up here become an LOV for the end user, and the answer you select as a default will appear as the default answer on the user side.
For each choice-type answer, set a score of 0 through 10.
After the end user answers the questions, the application will add up these values, and the final score will be used to determine the severity of the service request, based on the severity thresholds you set (see Defining Severity Thresholds, below).
Select Add. The choice is added to the list of answers.
To sort the answers, select Sort and use the up and down arrows in the Sort Answers page to arrange the questions in the desired order for the LOV. Select Update.
Select Back to return to the Define Question and Answer page.
For text-type questions, you do not need to determine answers. Instead, in the Answer region, select the number of rows that the user is limited to when typing in the answer.
Select Back. The Template Details page appears.
To sort the questions, select Sort and use the up and down arrows in the Sort Questions page to arrange the questions in the desired order. Select Back to return to the Template Details page.
To edit a question, select the hyperlink of the question that you wish to modify.
Use the following procedure to define severity thresholds for a template.
Oracle Support has been installed and configured, including the setup of severities. See the Oracle TeleService Implementation and User Guide for details.
A service request template has been created in Oracle iSupport.
For more information, see:
Oracle iSupport Implementation and Administration Guide: Integrating Oracle iSupport with Service Request
Oracle TeleService documentation and courseware
Log in to the Applications login as the Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template. The Service Request Template page appears with a list of templates.
Select the underlined hyperlink of the appropriate template. The Template Details page appears.
Use the Set Severity region to set severity thresholds for the template. The names of the severities listed on this page (for example, high, medium, and low) come from the severity setups in Oracle TeleService.
The application determines the sum score from all of the scorable answers assigned to answers in the Defining Template Questions and Answers section and compares it to the total possible. The application then determines the difference as a percentage and assigns the appropriate threshold. See the example below for clarification.
You do not need to define thresholds for all of your severities, only the ones you wish to use. You can select one of the severities as a default and all templates will use that severity. The application ignores severities for which you do not define thresholds.
Sample scenario related to this setup
You have defined a new template with two questions on it. Each question has three possible answers, for a total of six answers defined by the administrator and two possible answers for the user. The user can select only one answer per question.
In this example, you have set up each of the question's three answers with identical scores: 1, 4, and 5. Because the user can select only one answer per question, the highest possible score in this scenario is 10 (The highest score for each question is 5, and 5 plus 5 is 10). The user cannot see these scores.
The user selects an answer from the first question with a score of 1. He selects an answer from the second question with a score of 4. Thus, the total of the two answers is 5. The application find the score of 5 and compares it against the total possible answer points, which in this case is 10. From there, the application formulates a percentage of answers scored (5) verses a total possible score (10). The percentage in this case is 50%. Then, based on the severity thresholds you set (see the example below), the application determines the severity, such as high, medium, or low. Here are the thresholds set for this example:
High - Start Threshold = 61%; End Threshold = 100%
Medium - Start Threshold = 31%; End Threshold = 60%
Low - Start Threshold = 0%; End Threshold = 30%
When you have finished entering severity thresholds, select Update.
Oracle iSupport uses the Default Template that you set up when users select a parameter combination for which a template does not exist.
Only one default template is allowed.
Oracle Support has been installed and configured. See the Oracle TeleService Implementation and User Guide for details.
A Service Request template has been created in Oracle iSupport.
Set up a new template with general questions. The questions should be "catch all" type questions related to service requests. Use the following procedure to set the default template.
In the list of templates, in the Set as Default column, select the radio button next to the appropriate template.
Select Update.
The Save Template feature of service request templates is helpful when you already have a template set up and wish to use it as a model or prototype when creating a new template. Use the following procedure to use the Save Template feature.
At the Applications login, log in as the Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template. The Service Request Template page appears with a list of templates.
Select the underlined hyperlink of the model template. The Template Details page appears.
In the Save Template region, enter a value for New Template Name.
Select Save Template.
Select Back. The Service Request Template page appears and shows the new template in the list of templates.
Edit the template as desired.
Follow the steps below to rename a service request template.
At the Applications login, log in as Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template.
Select a template. The Template Details page appears.
In the Name field, enter the new name for the template.
Select Update.
Follow these steps to disable a template.
Log in to the Applications login as Oracle iSupport Administrator.
Navigate to Administration > Support > Request Template. The Service Request Template page appears with a list of templates.
Select the underlined hyperlink of the template that you want to delete or disable. The Template Details page appears.
Select the calendar icon next to the Effective End Date field and choose an effective end date for the template.
It is recommended that you end-date a template to disable it, rather than remove it by using the Remove check box on the Service Request Template page.
Select Update to save changes.
The Surveys functionality of Oracle iSupport allows you to survey user groups on topics of your choice. Surveys require you to set up Oracle Scripting. Follow the steps below to implement Surveys.
Oracle Scripting presents scripted messages that guide interaction center agents through their interactions with customers. It has a survey component called iSurvey. Through the Scripting iSurvey component, enterprises can create, manage, and report on surveys to evaluate customer satisfaction, gain customer input on new initiatives, and gain other feedback from survey respondents. Oracle Scripting is one application module of Oracle's Interaction Center suite of applications.
Oracle Scripting consists of 3 components:
Scripting Engine - The simple graphical user interface that displays a script at an agent's workstation via a browser or within an Oracle Form.
Scripting Author - A script and survey development studio which is downloaded to a user's workstation. Scripting Author uses visual layouts to allow a script developer to create, modify, and deploy scripts for agents at the interaction center.
Survey Component - An HTML user interface providing web-based surveys that can be deployed on the Internet, via email messages or direct links on enterprise web sites. The survey component contains all the tools needed to manage lists, set up survey campaigns, and provide result information.
Set up Oracle Scripting according to the Oracle Scripting Implementation Guide.
Oracle iSupport uses only the non-list-based types of surveys.
Create scripts in Oracle Scripting according to the steps and guidelines documented in the Oracle Scripting Implementation Guide and Oracle Scripting User Guide.
Assign the responsibility, Survey Administrator, to either an existing Oracle iSupport user (such as the Oracle iSupport Administrator), or to a special user created just for this purpose. See the Setting up the Oracle iSupport Users topic in the Implementation Tasks chapter of the Oracle iSupport Implementation and Administration Guide for details on how to set up users.
Log into Oracle iSupport as the Oracle iSupport Administrator.
Select Administration > User. The All Users page appears.
Search for the user who will be the Survey Administrator, whether this is you as the Oracle iSupport Administrator or another user. Select the underlined hyperlink of the username.
In the User Details page, select Responsibilities.
In the Responsibilities page, select the underlined hyperlink of the word Select. A list of responsibilities appears. If necessary, search for the Survey Administrator responsibility. After you have found it, select the Survey Administrator responsibility.
Do not set the Survey Administrator responsibility as the default unless you wish to force the user to log into iSurvey the next time the user logs in to the HTML Applications login.
Save your work.
Header - this is the header area of the survey
Error - this is the error page that is displayed when an error occurs during the survey
Final - this is the final page displayed to the user after the survey is complete
All of these parts you create as JSPs in the steps outlined in this section.
Follow the steps below to set up Surveys in the Oracle iSurvey module.
Log in to the Applications login page as the user with Survey Administrator responsibility.
If you are already in Oracle iSupport, then you can change current responsibility: Navigate to Profile > Preferences and select the Survey Administrator responsibility from the Current Responsibility LOV on the General Preferences page. Select Update.
Navigate to Survey Campaign > Survey Resources. In the Resources page, select Create.
In the Create Resource page, create a Header page, a Final page, and an Error page according to the steps and guidelines documented in the Oracle Scripting User Guide, with the following exception:
Navigate to Survey Campaign > Survey Campaign. Select the Create button.
In the Create Survey page, select the appropriate script using the Go button and the % as a wildcard.
Continue creating the survey by following the steps and guidelines documented in the Oracle Scripting User Guide, with the following exception:
For the Final page field, using the Go button, select the resource, Oracle iSupport JSP (ibupfbgl.jsp), created in step 3 above.
Select Create to save the survey.
Navigate to Survey Campaign > Cycle and set up a cycle to associate with the survey by following the steps and guidelines documented in the Oracle Scripting User Guide.
Navigate to Survey Campaign > Deployment and create a deployment for the survey by following the steps and guidelines documented in the Oracle Scripting User Guide.
Deploy the survey by clicking the Deploy button. Oracle iSupport displays only surveys that have the status of Active and whose dates fall within current dates. See the Oracle Scripting User Guide for additional information.
After you have created the survey in iSurvey, you need to select it in Oracle iSupport and then associate a usergroup(s) with the survey. Follow the steps below to activate the survey in Oracle iSupport. This section contains three parts:
Set up usergroup.
Run Usergroup Creation concurrent program.
Select the survey and usergroup in Oracle iSupport.
Follow the steps below to set up a usergroup to associate with any surveys that you have created in iSurvey. Only the usernames that are associated with the usergroup(s) selected will be able to view the surveys that you have created.
Log in to the Applications login page as the Oracle iSupport Administrator.
Navigate to Administration > Support > Usergroup > Create.
The User Group Detail page appears.
Enter a unique name for the usergroup in the Name field.
Select a effective date for the usergroup using the Start Date calendar icon.
Select an ending date for the usergroup using the End Date calendar icon.
You can also end date a usergroup to disable it.
Enter a brief description for the usergroup in the Description text field.
In the SQL statement field, enter an appropriate SQL statement.
Sample SQL Usergroup Select Statement
select EMPLOYEE_ID from FND_USER where EMPLOYEE_ID > 0
This select statement retrieves all employee IDs greater than zero (that is, all employees) from the fnd_user table.
Note: Usergroup select statements support PARTY_ID and EMPLOYEE_ID, but not USER_ID.
Select Save.
To populate necessary tables in the database, run the concurrent program Usergroup Creation Program, whose short name is IBUUG. This concurrent program must be run each time that you update or add users to a usergroup.
Use the following steps to associate the usergroups with surveys that you have created in iSurvey. Only members of the usergroups are able to view and respond to surveys.
Log into Oracle iSupport as the Oracle iSupport Administrator.
Navigate to Administration > Support > Survey.
The Survey Administration page appears with a list of selected survey deployment names and rows with blank fields for adding names.
To select a new survey deployment name, select the flashlight icon in a blank row to open a page with which you can pick a survey deployment name.
After making your selection, you are returned to the Survey Administration page, and the new survey deployment name appears in the formerly blank row.
To associate a user group with a survey deployment, select the Associate link for that survey deployment name.
The User Groups Associated with the Survey Deployment page appears with a list of associated groups and rows with blank fields for adding groups.
To add another user group name to the list of names, select the flashlight icon in a blank row to open the Search User Group page.
Use the page to search for a subset of user group names, and then select from the resulting set of displayed names.
After making your selection, you are returned to the User Groups Associated with the Survey Deployment page, and the new user group name appears in the formerly blank row.
Select any user group that you want to remove from the association by selecting its Remove check box.
Select Save to make your changes to the list of user group names.
Select Back to return to the Survey Administration page.
Select any survey deployment name that you want to remove from the page by selecting its Remove check box.
Select Save to save your changes.
To respond to a created survey, log into Oracle iSupport as a member of a user group associated with a survey, and navigate to Support > Survey.
iSurvey allows you to view the results of your surveys. The following steps can assist you in retrieving survey results. For complete information, refer to the Oracle Scripting Implementation Guide and the Oracle Scripting User Guide.
Log in to iSurvey as a user with Survey Administrator responsibility.
From Oracle iSupport, to switch current responsibility, select the Profile > Preferences menu to switch current responsibility to the Survey Administrator responsibility. Select the Update button to save changes.
In iSurvey, navigate to Response > Survey Campaign.
The Survey Campaign Responses page appears.
Follow the steps and guidelines documented in the Oracle Scripting User Guide to view and manage your survey results.
The Web Call-Back (Call Me) feature allows users to submit a call-back request in Oracle iSupport. The web call-back requires implementation of the following:
The purchase of call center hardware also is required.
This section provides an overview of the call-back functionality in Oracle iSupport. For more information, refer to the Oracle Interaction Center documentation.
Outside of Oracle iSupport, the call routing process is essentially this: After a user makes a call-back entry, Oracle iSupport sends the request to the CCT server group specified by the Oracle iSupport Administrator on the Oracle iSupport page. The CCT applications and hardware route the request to the UWQ server. The UWQ server decodes the customer information (the Notes module captures comments from the user) and assigns it to the UWQ client, and the call request immediately pops up in an agent's page in Oracle Customer Care.
There are very few setups required in Oracle iSupport after the dependencies listed above are installed and functioning properly. Oracle iSupport simply calls one of the CCT APIs to provide the list of available call center server groups that appear in the Oracle iSupport UI.
Refer to Oracle CRM Interaction Center documentation for information on setting up the underlying products that enable the Web Call-Back functionality in Oracle iSupport.
After the CCT and UWQ applications and call center hardware are installed and implemented, you can use the steps below to set up Call Me in Oracle iSupport.
Steps
Log into Oracle iSupport as the Oracle iSupport Administrator.
Navigate to Administration > Support > Call Me.
The Call Me Administration page appears.
Select a call center server group from the LOV.
Select a default note type from the LOV.
Select Update to save the data.
Forums are interactive online discussion areas available to users. Forums are made up of categories containing forums or topic areas.
This following ongoing activities in this topic group are also setup activities:
Creating Categories
Creating Forums
Restricting Access to Categories or Forums
Using Forum Moderators
For details, refer to Setting Up Oracle iSupport Forums.
This topic group also includes the following topics:
This topic group contains information on the following tasks:
For information on restricting access to categories (changing the status to restrict), see Restricting Access to Categories or Forums.
Use the steps below to delete a category. When you delete a category that has subcategories and/or forums within it, all of the associated subcategories/forums will also be deleted.
Log in to the Applications login page as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Category > Delete. The Remove Category page appears.
In the Choose a category to remove drop-down box, select the appropriate category.
Select Ok. Respond to the confirmation message.
Use the steps below to rename a category.
Log in to the Applications login page as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Category > Rename. The Rename Category page appears.
Select the category to rename from the drop-down list.
Type the new name in the Enter the new name of the category field.
Select Modify. Respond to the confirmation message.
This topic group includes instructions for common forum maintenance tasks performed by the Oracle iSupport Administrator, including:
For information on restricting access to forums (changing status to restrict), see Restricting Access to Categories or Forums.
Use the steps below to delete a forum.
Log in to the Applications login page as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Forum > Delete. The Remove Forum page appears.
Select the forum to delete from the drop-down list.
Select Remove. Respond to the confirmation message.
Use the steps below to rename a forum.
Log in to the Applications login page as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Forum > Rename. The Rename Forum page appears.
In the Choose a forum to rename drop-down box, select the appropriate forum.
Type a new name in the Enter new forum name text box.
Select Modify. Respond to the confirmation message.
Use the steps below to move a forum from its current category to another category.
At the Applications login, log in as the Oracle iSupport Administrator or Forum Moderator.
Navigate to Administration > Forum > Forum > Move. The Move Forum page appears.
From the Choose a forum to move drop-down box, select the appropriate forum.
Select a destination category from the Choose its destination Category drop-down box.
Select Move. Respond to the confirmation message.
The administrator may add, modify or delete attributes to a forum in order to increase the organizational and searching capacities of the forum. This topic group includes:
Follow these steps to add an attribute.
At the Applications login, log in as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Forum > Modify Attributes. The Modify Forum Attributes page appears.
Select the appropriate forum from the drop-down list.
Select Next. The Modify Forum Attribute page reappears. Under Attribute List, select Add New Attribute. The Add Forum Attributes page appears.
Enter the name of the new attribute in the Header Name field.
Activate the Mandatory check box only if you want to require users to fill in an attribute when posting to the forum.
Enter the value of the attribute in the Header Value field. The optional header value field will become the default value for this attribute.
Select Save. Respond to the confirmation message.
Follow these steps to modify an existing forum attribute.
At the Applications login, log in as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Forum > Modify Attributes. The Modify Forum Attributes page appears.
Select the forum whose attribute you wish to modify from the drop-down list.
Select Next. The Modify Forum Attribute page reappears.
Select the Edit underlined link next to the appropriate attribute.
Enter a new name in the Header Name field.
Activate the Mandatory check box only if you want to require users to fill in an attribute when posting to the forum.
Enter the value of the attribute in the Header Value field. The optional header value field will become the default value for this attribute.
Select Save. Respond to the confirmation message.
Follow these steps to delete an attribute.
At the Applications login, log in as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Forum > Modify Attributes. The Modify Forum Attributes page appears.
Choose the forum whose attribute you wish to delete from the drop-down list.
Select Next. The Modify Forum Attribute page reappears.
Select the Delete underlined link next to the appropriate attribute.
Respond to the confirmation message.
This topic group includes information on the following forum moderator and/or application administrator tasks:
Use the steps below to delete messages or message threads (groups of messages).
At the Applications login, log in as the Oracle iSupport Administrator or Forum Moderator.
Navigate to Administration > Forum > Messages.
The Message Management page appears.
From the drop-down list, select the forum that contains message to be deleted.
Select Next.
The Message Management page displays a list of all messages in the forum, the dates they were posted, and the authors' names.
To expand all threads, select Expand All. To collapse all threads, select Collapse All.
To delete a message, select the check box next to the message and then select Delete.
To delete a message thread, select all of the messages in the thread and then select Delete.
Use the steps below to move messages from one forum to another forum.
At the Applications login, log in as the Oracle iSupport Administrator.
Navigate to Administration > Forum > Messages.
The Message Management page appears.
From the drop-down list, select the forum that contains message to be moved.
Select Next.
The Message Management page appears with a list of all messages, the dates they were posted. and the authors' names.
To expand all threads, select Expand All. To collapse all threads, select Collapse All.
To move a message, select the check box next to the message you wish to move and then select Move.
To move a message thread, select all of the messages in the thread and then select Move.
From the drop-down list, select the destination forum for the message and select Ok.
A confirmation page appears.
Use the steps below to change the active status of a message thread.
At the Applications login, log in as the Oracle iSupport Administrator or Forum Moderator.
Navigate to Administration > Forum > Messages.
The Message Management page appears.
From the drop-down list, select the appropriate forum.
Select Next.
The Message Management page appears with a list of all messages, the dates they were posted, and the authors' names.
In the Active Status column, select either Open or Close from the drop-down list.
Close status disables the message(s).
Use the steps below to change the distribution status of a message thread.
At the Applications login, log in as the Oracle iSupport Administrator or Forum Moderator.
Navigate to Administration > Forum > Messages.
The Message Management page appears.
From the drop-down list, select the appropriate forum.
Select Next.
The Message Management page appears with a list of all messages, the dates they were posted and the authors' names.
In the Distribution Column, select either Public or Internal from the drop-down list.
Public - All categories of users can see and reply to the message thread.
Internal - Only employees of the merchant and the application administrator (or forum moderator) can see and reply to the message thread.
Select Save.