This chapter provides a brief overview of the Oracle TeleService application.
This chapter covers the following topics:
Oracle TeleService automates not just the call center but the whole problem resolution process from the time a customer calls in, sends an e-mail, or enters a service request on the Web. Agents can use Oracle TeleService to update customer records, validate product ownership and contract coverage, provide proactive and personalized customer service, and resolve many problems during the initial contact using a knowledge base.
You can use the application to support a wide variety of customers including businesses, consumers, and internal employees. Social service agencies can use Oracle TeleService to track welfare cases, local governments to resolve citizen complaints, and investigative agencies to conduct investigations.
The customer management features make it possible for agents to:
Receive screen pops with relevant customer, product, and service request information when a customer calls.
Quickly display customer information by entering unique customer identifiers (service keys) such as product serial numbers.
View key customer information on a dashboard and drill down to the details.
Receive automatic alerts or guidance through scripts when customers meet criteria you specify (Relationship Plans).
Manage customer criticality.
The work-related features speed up the handling and resolution of customer inquiries. They make it possible for agents to:
Handle customer inquiries through multiple channels including inbound telephony, the Oracle iSupport self-service Web portal, e-mail, Web conferences, and call back requests.
Resolve customer problems by searching the organization's knowledge base.
Manually or automatically assign the service request to the group or person most appropriate to handle it.
View details of customer products in the installed base.
Keep customer contacts and agents informed about a service request through automatic notifications.
Make related documents available for other agents working on the service request at the click of the mouse.
Check contracts, apply entitlements, and have the application automatically track resolution times to ensure your organization meets its contractual obligations.
Create, assign, and schedule tasks required to resolve the problem.
Keep customer contacts and other members of the team informed through automatic notifications.
Send and receive customer e-mails in the context of the service request.
Automatically open the next service request that should be worked on with the click of a button.
Automatically submit service requests for approval.
Collaborate with customers over the Web.
Generate configurable reports of service request content via Oracle XML Publisher.
Manage returns and service billing.
Oracle TeleService is divided into four main application modules intended for different types of users:
Oracle Forms-Based Module
Customer Support
Service Desk
Case Management
The Oracle Forms-based module of the Oracle TeleService encompasses the widest range of features of all the modules. Its robust technology and integration with inbound telephony and Oracle Order Management for the processing of service charges makes this module ideal for high-volume call centers.
The last three modules, Customer Support, Service Desk, and Case Management are new to Oracle TeleService in this release.
They are based on the Oracle Applications Foundation (OAF) HTML user interface. This interface provides superior performance over slower remote connections and can be personalized extensively to increase efficiency of both specialists and occasional users.
Customer Support, Service Desk, and Case Management are targeted at remote users and technicians and call centers where telephony integration is not required.
The Oracle Forms-based module of Oracle TeleService is composed of two main user interfaces targeted at different users:
The two interfaces are integrated, so users can easily switch together between them with the click of a button.
The Contact Center window is designed to allow Tier-1 customer service agents in high-volume call centers to manage customer information and quickly enter service requests.
It provides the central place to view and update customer information that has been collected by the entire Oracle E-Business Suite of applications.
Agents can access not only addresses and contacts but also a record of all past interactions your organization has had with a customer, including e-mails, phone calls, and site visits. Agents can read notes posted by the entire organization about a customer and know which products the customer has purchased, their service history, and any contractual agreements that apply.
Putting all the information about customers at agents' fingertips not only speeds up issue resolution but also eliminates the need for customers to repeat the same information over and over again as their problem gets passed through your organization.
The Service Request window optimized the resolution of service requests. It permits Tier-2 customer support agents to manage and resolve requests for service from the time the customer contacts the organization or logs a service request on the Web until the problem is resolved.
The Service Request window includes the Charges tab, which permits agents to charge for service and manage returns.
Customer Support is a new HTML module of Oracle TeleService in this release. It enables support specialists to effectively create, manage, and resolve customer issues.
Its key benefits include:
An efficient dashboard and work list enabling users to prioritize work, search knowledge, analyze service history and resolve issues.
Improved service effectiveness by providing configurable business rules and flows to standardize issue resolution.
Key service metrics and performance indicators to infuse business intelligence into customer support operations.
Used in conjunction with Oracle iSupport, Service Desk offers a comprehensive employee help desk solution that improves the effectiveness and quality of internal support operations. The user interface optimizes the presentation of service information and its business flow-based design enables efficient processing of Service Desk requests. Built to support industry standards such as ITIL (IT Infrastructure Library), the Service Desk facilitates best practices for key areas of service management, including incident, problem, change and configuration management.
The Service Desk module provides:
Consolidated support of key business functions including IT, human resources, and facilities.
Improved productivity by enabling agents to efficiently determine which issues and requests to work on next, configuring the user interface to meet the exact needs of the service desk user, and automating business processes to resolve issues quickly.
Enhanced quality of employee service by ensuring best practices across departments, enabling efficient self-service channels, and infusing business intelligence into help desk operations.
Case Management is targeted to meet the needs of law enforcement agencies, human and social services organizations, and claims and benefits departments.
This application uses the same service application infrastructure and setups as the other HTML modules, but personalized to handle cases.
In addition, Case Management facilitates the capture and track information on parties involved in a case such as suspects, witnesses, case administrators, social workers and others. Integrated with a robust set of tools, Case Management facilitates interdepartmental case handling, knowledge sharing and promotes accountability.
Its key benefits include:
An industry standard and commercially available solution targeting the needs of law enforcement agencies, human and social services organizations, and claims and benefits departments.
Ability to create, search, track, and manage complex cases.
Agency security and accountability by controlling access to cases and provides a comprehensive audit capability.
Because the different Oracle TeleService modules are targeted at different users, they expose different sets of the application features.
The tables in this section highlight the differences between the way features are exposed in the different modules and in Oracle iSupport. The tables include separate entries for the Contact Center and Service Request windows, the two main Oracle-Forms interfaces. Oracle iSupport is included because this application provides the self-service solution for Oracle TeleService.
These tables can help you decide which module to implement and which features work across modules if you decide to mix and match.
For example, if you are implementing a call center with telephony integration, you will want to implement the Oracle Forms-based module because of its integration with inbound telephony and IVR.
For the details about the features you can implement for each module see the implementation checklist provided in a separate chapter.
A "Y" entry in a table cell means the feature is fully supported by the module; "P" signifies the features is partially supported; and "N" indicates that it is not supported or not applicable. Footnotes at the end of the tables give further details.
The following table highlights features related to customer management and their availability in the different Oracle TeleService modules:
The table heading uses abbreviated module and product names:
Contact Center window (Oracle Forms): C. C. Win.
Service Request window (Oracle Forms): S.R. Win.
Customer Support: Cust. Sup.
Service Desk: S. Desk
Case Management: Case
Oracle iSupport: iSupp.
| Feature | C.C. Win. | S. R. Win. | Cust. Supp. | S. Desk | Case | iSupp. |
|---|---|---|---|---|---|---|
| Receive screen pops with relevant customer information | Y | Y | N | N | N | N |
| Quickly display customer information using unique identifiers | Y | Y | Y | Y | Y | N(1) |
| Automatic alerts and scripts on customer status (Relationship Plans) | Y | Y | P(2) | P(2) | P(2) | N |
| Customer overviews through the Dashboard | Y | N | N | N | N | N |
| Manage customer criticality | Y | N | N | N | N | N |
| View key customer information in Customer Profiles | Y | Y | N | N | N | N |
| Create and update party records | Y | Y | Y | Y | Y | N(3) |
Notes:
(1): Oracle iSupport identifies customers when they log in.
(2): The HTML-based modules display alerts to agents but do not provide scripting functionality.
(3): In Oracle iSupport, customers can update party information such as contact points and addresses but cannot create parties.
The following table highlights the differences between the different ways the modules expose service request and task features and information.
The table heading uses abbreviated module and product names:
Contact Center window (Oracle Forms): C. C. Win.
Service Request window (Oracle Forms): S.R. Win.
Customer Support: Cust. Sup.
Service Desk: S. Desk
Case Management: Case
Oracle iSupport: iSupp.
| Feature | C.C. Win. | S.R. Win. | Cust.Sup. | S. Desk | Case | iSupp. |
|---|---|---|---|---|---|---|
| Automatic work assignment | Y | Y | Y | Y | Y | Y |
| Assign work assisted by the Assignment Manager | P(1) | Y | N | N | N | N |
| Associated parties in service requests | N | N | N | N | Y | N |
| Automatic closure of service requests and tasks | Y | Y | Y | Y | Y | Y |
| Automatic notifications | Y | Y | Y | Y | Y | Y |
| Automatic task generation | Y | Y | Y | Y | Y | Y |
| Capture additional service request attributes through questions and answers (Contact Center) | Y | N | N | N | N | Y |
| Capture additional service request attributes (Extensible Attributes) | N | N | Y | Y | Y | N |
| Capture information about associated parties | N | N | N | N | Y | N |
| Electronic approvals and records (Oracle eRecords) | N | Y | Y | Y | Y | Y |
| Check for duplicate service requests | Y(2) | Y | N | N | N | Y(3) |
| E-mails in the context of service requests (Oracle Email Center) | Y | Y | Y | Y | Y | N |
| Enter service requests against internal assets (Oracle Enterprise Asset Management) | N | Y | Y | Y | Y | Y |
| Entitlements from service contracts (Oracle Service Contracts) | Y | Y | Y | Y | Y | Y |
| Escalate service requests (Escalation Manager) | Y | Y | P(4) | P(4) | P(4) | P(5) |
| Handle customer inquiries through multiple channels | Y | Y | P(8) | P(8) | N | N/A |
| Integration with Oracle Complex Maintenance, Repair, and Overhaul | N | Y | N | N | N | N |
| Key agent performance indicators | N | N | Y | Y | Y | N |
| Knowledge searches (Knowledge Management) | Y | Y | Y | Y | Y | Y |
| Link service requests | N | Y | Y | Y | Y | N |
| Oracle Installed Base integration | Y | Y | Y | Y | Y | Y |
| Resolve customer problems through knowledge base searches | Y | Y | Y | Y | Y | Y |
| Schedule field service tasks (Advanced Scheduler) | N | Y | N | N | N | N |
| Service request attachments | Y | Y | Y | Y | Y | Y |
| Service request reports (Oracle XML Publisher) | N | Y | Y | Y | Y | N |
| Submit service charges to Oracle Order Management | N | Y | N | N | N | P(6) |
| View and create orders in Order Management | Y | P(7) | N | N | N | N |
| Web collaboration (Oracle Collaboration Suite) | Y | Y | Y | Y | Y | Y |
Notes:
(1): You can use the Assignment Manager in the Contact Center to assist you with service request assignment only, not with task assignment.
(2): The Contact Center checks for duplicate service requests when the service request is saved, not when data are entered. The Service Request window checks for duplicates both on data entry and on save.
(3): The application checks for duplicates among the service requests logged in Oracle iSupport when an agent first displays the Oracle iSupport service request either in the Service Request or Contact Center windows.
(4): Users of the HTML modules can see on the Agent Dashboard if a service request has been escalated, but the escalations themselves must be created and viewed in Oracle Forms.
(5): Self-service users can escalate their service requests through Oracle iSupport.
(6): Oracle iSupport exposes actual and estimated charges.
(7): Charges permits the creation of orders in Oracle Order Management.
(8): Customer Support and Service Desk are not telephony enabled and so do not handle phone or Web callback enquiries.
The table in this section covers those features that are not easily classifiable as specifically customer- or work-related.
The table heading uses abbreviated module and product names:
Contact Center window (Oracle Forms): C. C. Win.
Service Request window (Oracle Forms): S.R. Win.
Customer Support: Cust. Sup.
Service Desk: S. Desk
Case Management: Case
Oracle iSupport: iSupp.
| Feature | C.C. Win. | S.R. Win. | Cust. Supp. | S. Desk | Case | iSupp. |
|---|---|---|---|---|---|---|
| Descriptive Flexfields | Y | Y | Y(1) | Y(1) | Y(1) | Y(2) |
| Enter data into quality plans (Oracle Quality) | Y | Y | N | N | N | N |
| Global address format and validation | Y | Y | P(3) | P(3) | P(3) | N |
| Guided customer interaction (Oracle Scripting) | Y | Y | N | N | N | N |
| Multiple time zone support | Y | Y | P(4) | P(4) | P(4) | Y |
| Notes | Y | Y | Y | Y | Y | Y |
| Personalize the interface via Oracle Forms Personalization and Folders | Y | Y | N | N | N | N |
| Personalize the interface via the Oracle Applications Personalization Framework | N | N | Y | Y | Y | N |
| Security | Y | Y | Y | Y | Y | Y |
Notes:
(1): The HTML-based modules do not support context-sensitive descriptive flex fields.
(2): Oracle iSupport supports only external descriptive flexfields. It does not support context-sensitive flexfields.
(3): In the HTML-based modules you can view addresses in global address formats, but you can only create new addresses in the U.S. address format.)
(4): Agents cannot dynamically switch between different time zones to display dates and times.
What level of functionality agents receive from the Oracle TeleService application depends on implementation of different components of the Oracle E-Business Suite. This section explains the functionality added by:
Oracle TeleService makes use of common Oracle E-Business Suite application modules. Key functionality is delivered by:
Oracle Universal Work Queue (UWQ): This is where agents obtain their work assignments, including service requests, tasks, and Web callbacks. The UWQ also provides the interface for handling calls. Agents receive inbound calls via their icWork Controller (Softphone) by logging into a work queue.
Assignment Manager: Provides agents with the ability to assign resources to a task or a service request based on service territories, qualification, availability, and geographic location.
Resource Manager: This module stores the skill levels of your organization's field technicians and agents. Agents use this information to assign the right technician for the job either manually or automatically.
Notes: This module makes it possible for all employees of the company to share notes on customer and customer issues and to communicate with customers through the Oracle iSupport Web portal.
Task Manager: The task manager makes it possible to assign, reassign, and prioritize tasks needed to deliver service to the customer. Assigned tasks appear as work items in the assignee work queues. Tasks can also be synchronized with Microsoft Outlook and Palm devices through functionality provided by this module.
Note: Agents should manage tasks from the Oracle TeleService user interface. The Task Manager user interface is read only for service request tasks. You cannot use Task Manager to update service request tasks.
Territory Manager: Your organization can use the territory manager to set up service territories that the service suite uses to automatically assign tasks and service requests to employees based on their skill, geographical location, and other criteria. Your organizations can have the assignment done automatically or via a concurrent program.
Escalation Management and Business Rule Monitor: Using Escalation Management and the Business Rule Monitor agents can re-prioritize, reassign, and monitor a situation to a satisfactory completion. Both applications are modules of the application foundation and part of the Oracle Common Application Calendar.
Oracle One to One Fulfillment: This module makes it possible for you to e-mail or fax copies of service requests to customers.
Three applications provide key functionality for Oracle TeleService and form the foundation for all service suite applications:
Oracle Knowledge Management
Oracle Installed Base
Oracle Asset Tracking
The integration with Oracle Knowledge Management makes it possible for agents using Oracle TeleService to search for solutions to customer problems.
Oracle bundles knowledge management tools with all service suite applications. The tools make it possible for your organization to build and maintain an enterprise-wide repository of knowledge ranging from office procedures to technical troubleshooting solutions. Your organization can develop solution templates in a wide variety of formats from simple questions and answers to product bulletins, FAQs, troubleshooting guides, and product documentation. The organization can make different knowledge management solutions available to different audiences: to call center agents, field technicians, and customers logging in on the Web portal.
Integration with the installed base applications makes it possible for Oracle TeleService agents to log service requests against items owned by either customers or employees.
Oracle Asset Tracking tracks the internal assets of an organization. Oracle Installed Base tracks customer assets. Both products center on a repository of product data recording the location, configuration, status, ownership, account(s), change history, and party relationship(s) for products, software licenses, and other assets.
The repository tracks an asset from the time it is received in inventory, in WIP (Work in Process), in projects, at the customer site, or in for repair. Cradle-to-grave tracking follows the asset as it passes through the various divisions of a company (inventory, purchasing, orders, shipping, and service).
An instance record describes the set of parts constituting a specific physical unit. Knowing the exact composition of the product to be serviced enables the service provider to ensure that the needed parts are available before dispatching a technician; makes it unnecessary for the support agent to ask customers questions about the product's makeup; and makes it possible for an in-house repair center to have a customer ship back to the service center only those parts needed for the repair.
The installed base instance record is the foundation for after-market service, including regularly scheduled maintenance tasks and unplanned maintenance, and it tracks contract and warranty entitlements for the asset it represents. The organization can track the usage of a product or service via the Counters module. For example, a copying machine service company can use counters to record the number of copies made by a particular machine and bill customers based on usage. Usage data can trigger service business processes such as the scheduling of preventive maintenance or overhauls; the renegotiating of service, rental, and leasing contracts; the reordering or shipping parts; and for calculating product reliability.
Because Oracle TeleService is fully integrated with the Oracle E-Business Suite each additional application you implement provides additional functionality for your service organization. To get the most out of Oracle TeleService your organization must implement at least the applications listed in this section.
Self-service Web portals built with Oracle iSupport make it possible for customers and employees to log and monitor their service requests. Oracle TeleService agents can publish service requests for the customers to view, suggest knowledge base solutions, and communicate with customers through notes.
Oracle iSupport provides a secure self-service Web portal your customers can use to get immediate help 24 hours a day, seven days a week from anywhere in the world. Your customers can come online to view the status of their orders with your company, review service agreements, update their contact information, and more. Online they can find answers to many of their questions on their own by searching a knowledge base or by participating in online forums. If they need assistance, customers create service requests and monitor their resolution. Integration with Oracle TeleService makes it possible for an agent to step in and help any customers that cannot resolve problems on their own. Your organization can extend the customer support benefits to your employees by deploying Oracle iSupport as a self-service help desk.
Oracle TeleService agents can review and submit for billing the charges entered by field service technicians using Oracle Field Service.
Oracle Field Service automates the process of dispatching field technicians. The application's Dispatch Center provides a central point from which dispatchers can monitor and control the prioritizing, scheduling, and dispatching of field activities. It combines a graphical overview of planned activities for technicians with a calendar or Gantt view, and it uses maps to show technicians' current locations. A dispatcher can change a resource assignment directly on the Gantt chart simply by dragging and dropping a task symbol from one technician to another. Dispatchers can also access statistical overviews of their organizations to assess representatives' performances.
An escalation process alerts dispatchers when an agreed response-time threshold is exceeded. Automated processes guided by customer-specific escalations and tracking help to ensure progress on each task, allowing call takers, dispatchers, and managers to focus on exceptions.
Building on core functionality found in Oracle Inventory, the application's spares management functionality provides the additional logistics and planning features required to effectively manage a field service parts inventory. Using the spares management, a field service organization can automate and streamline all aspects of managing spare parts inventory in the field including ordering, tracking, forecasting and creating reports to name just a few. Oracle Inventory is the only prerequisite product specifically required for implementation of spares management. Oracle Inventory provides the core foundation functionality for the item master, stocking locations, inventory balance tracking, and so on.
Oracle Service Contracts automatically applies the terms of a contract to the service request agents are working on and ensures that your service organization meet its contractual obligations.
This application makes it possible for agents and technicians providing customer support, field service, or in-house repair service, to review both warranty and service contract details with a customer. Contract details available may include coverage schedules, response and resolution times by severity, preferred and excluded resources, billing rates for labor, relevant discount provisions, and expenses for each type of service on offer.
Oracle Service Contracts not only makes the provisions available for review, but it supports the billing process by pushing, labor, materials, and expenses incurred to TeleService's Charges module, which consolidates the information into a single charge with multiple lines. Before the customer is charged, Service Contracts guides the application of customer entitlements to the charges so that discounts and labor rates are applied accurately in calculating the final charge.
Oracle Advanced Inbound makes it possible for Oracle TeleService to assign a call to an agent most qualified and available to handle the call and to display information about a caller.
Oracle Advanced Inbound is designed to channel a customer call to the right call-center agent simultaneously reducing expenses and increasing customer satisfaction.
Oracle Advanced Inbound offers Web integration, connectivity to the most popular Integrated Voice Response (IVR) equipment, intelligent routing, screen pops, virtual interaction center, and VoIP support. Oracle Advanced Inbound's easy-to-use rules engine weighs agent skills as well as business rules and data to make complex routing decisions. Oracle Advanced Inbound provides Oracle TeleSales, Oracle TeleService, and Oracle E-Commerce and Oracle Interaction Center applications with screen-pop support that spans all channels-telephony/IVR, e-mail (in Oracle Email Center), and the Web (in Oracle iStore and Oracle iSupport).
Oracle Advanced Outbound makes it possible for agents to place outgoing calls.
The Oracle Email Center provides Oracle TeleService with the ability to receive and send e-mails. Templates that automatically fill in relevant information about the service request are provided by the Oracle TeleService administrator.
Oracle Email Center helps businesses manage increasing volumes of e-mail through the use of automated analyses and automatic responses to standard or routine e-mail. Oracle Email Center offers the ability to analyze the body of the e-mail and its attachments and provide suggested responses for interaction center agents. It matches the general themes of e-mails against a knowledge base of appropriately managed answers (either from previously used responses or responses that are continually updated). The best suggested response could be used to automatically respond to the sender, thereby eliminating the need for agent contact. When an automated response is not appropriate, Oracle Email Center coupled with Oracle TeleService can route the e-mail to an agent and display a screen pop with customer information. The user interface for Oracle Email Center contains suggested responses that an e-mail agent can use to respond to the issues in the original e-mail.
Oracle TeleService integration with Oracle Email Center makes it possible for you to compose an e-mail with the click of a mouse button. Depending on where you launch the Oracle e-mail Center's Compose window, the application automatically fills in the addressees and context about the service request that you are e-mailing about.
The e-mails you send are recorded in Oracle E-Business Suite's Interaction History. This makes it possible for you to review any e-mails sent to a customer about a service request directly from the Service Request window or you can use the extensive full-text search capabilities of the Oracle Email Center itself to find the e-mail you are looking for.
Oracle Scripting makes it possible for your organization to author scripts that can guide agents through customer interactions.
Oracle Scripting provides call guides, or scripts, for interaction center agents. When agents use Oracle TeleService, scripts guide them through the call flow needed as they interact with the customer. A script leads an agent through appropriate sales and/or troubleshooting queries, prompts for cross-sell and up-sell opportunities at the right time within the context of the call, and provides detailed information to help the agent resolve customer questions. Scripts also help reduce agent-training time in the high-turnover interaction center industry, because they provide simple navigation through complex customer interactions.
Oracle Scripting also includes iSurvey, a module designed to support the collection of data through Web-based surveys.
The Oracle Advanced Scheduler, an optional module for Oracle Field Service, makes it possible for agents to schedule field service tasks directly from the Oracle TeleService user interface. For further information refer to the Oracle Advanced Scheduler User Guide.
Oracle Depot Repair automates and streamlines the in-house repair process providing enterprises with the flexibility to manage multiple types of returns so that a customer does not lose valuable work time while an item is being repaired. It allows repair centers to manage the entire life cycle of repairs including the creation and tracking of repair orders, generation of Return Material Authorizations (RMAs), assignment of repair work orders to the appropriate technicians, capturing/processing the repair activity, shipping repaired/refurbished products to their respective destinations, and then invoicing the customer for the work delivered based on contractual entitlements.
Using Oracle Order Management, an agent can book the order placed through Oracle TeleService and bill the customer for services.
Oracle Order Management provides a complete order to cash solution and enables global order promising integrated to shipment execution.
Your organization can set up collection plans in Oracle Quality that capture relevant data as service requests are logged by customer support personnel. Collection plans may capture data related to a customer, product, product line, etc. Your organization can then analyze this data in Oracle Quality to answer questions about common problems faced by users, or products which cause the most problems. The captured data can be exported to perform detailed statistical analyses.
Agents can create service requests for work orders of internal assets tracked in Oracle Enterprise Asset Management (eAM).
Oracle eAM specializes in maintaining internal assets using a preventive maintenance schedule.
Oracle Advanced Collections makes it possible for agents to manage invoices and payments for customer accounts from the Contact Center.
Oracle Advanced Collections enables payments or promises to pay, and can be used to resolve delinquency issues at the customer, account, bill-to, or transaction level.
Oracle Telesales makes it possible for agents to send physical or electronic collateral to customers from the Contact Center.
Oracle TeleSales manages the entire sales cycle, from marketing to booking orders.
In Oracle TeleService you can implement the capture of electronic audit records (e-records) and electronic approvals (e-signatures) via integration with Oracle Approvals Management (for approval rules) and Oracle E-Records (for e-record content setup). Whenever an agent sets a service request (case) to a special status, the application captures the e-record and sends out any approval requests via the Oracle Workflow notification process.
Oracle TeleService uses Oracle XML Publisher to produce service request and case reports in HTML, PDF, RTF, and XSL formats.
You can use Oracle Approvals Management to set up an approvals process for service requests and cases.
Oracle TeleService uses Oracle E-Records to capture electronic records of service requests and cases.
Users of Oracle Complex Maintenance, Repair, and Overhaul can use Oracle TeleService to log service requests against work orders.
Oracle TeleService integrates with Oracle Cost Management to retrieve the unit cost of an item captured in the debrief or charge line. Cost information is captured for all debriefed material, labor, and expenses, and for manually created charge lines. With this information customers can generate a report to review cost, charges, and profit margin for individual service requests.