This appendix provides answers to some frequently asked questions regarding relationship plan setup.
This appendix covers the following topics:
Relationship Plans can be of two types:
Template Plan - These types of plans can be associated to any customer.
Customized Plan - This type of plan is created only for specific customers.
Can a customized plan be created when the Define Relationship Plan responsibility is invoked?
No, a customized plan can be created only when a plan already exists and is associated to a group of customers. This plan can then be customized for a specific subgroup of those customers. When a plan is customized, a new plan in created in the application.
What is the Account Level check box in the Define Plan form?
Plans can be associated to customers at two levels.
Party Level, in which case this check box is left unchecked. Party Level plans can be associated to customers only at party level. This means the plan is associated to all the customer accounts as well.
Account Level, in which case this check box is checked. Account Level plans can be associated to customers only at account level. This means the plan is associated to a specific account of the customer and not to all the accounts.
What is the Group Name field in the Define Plan form?
Plans can be grouped together to form a logical set of plans. This group of plans can then be associated to customers and the customer gets the benefits and outcomes of all the plans in the group. This functionality is not yet implemented in the current release.
Sometimes the Low Value and High Value values cannot be modified. Why is this?
These fields define the Relationship Plan header criteria. For example, consider the following Plan definition:
Open Service Requests > 5
This plan will be associated to customers who have more than five open service requests. Assume that Customer A has eight open service requests. If you try to modify the plan criteria so the high value is 10 instead of 5, this will not be allowed because Customer A, who has eight open service requests is already associated to the plan and would not satisfy the new plan criteria.
This update is allowed in the following scenarios:
The plan is not associated to any customers.
The new plan criteria does not violate any of the existing customer-plan associations.
The Relationship Plan is setup and the customer is associated to the plan, but the plan does not execute.
Relationship Plans are currently integrated with the Contact Center and Service Request forms. No other form can execute plans. If the plan is failing to execute from these two forms, check the following:
Under the Service responsibility, navigate to Setup, Relationship Plans, Enable Relationship Plans and verify if the following entries exist and that the Custom1 check box is checked:
Function Application
CSCCCCRC Customer Care
CSXSRISR Oracle Service
How do I set up Relationship Plans to pop up an alert?
In this example, we are creating a new message called RV30 and specifying the message text that needs to pop up in the alert window.
Navigation Path: Application Developer, Messages
Define an action called RV30 with the following attributes:
Action Type = Action Based
Correlation = CUSTOMER_RV30
Check the Enabled and Allow Synchronous Outcomes check boxes.
Name = CUSTOMER NAME
Element = CUST_NAME
Under the Service responsibility, navigate to Setup, Relationship Plans, Events, Define Actions
Define a Process Definition (Outcome) called RV30 with the following attributes using this navigation path:
Under the Service responsibility, navigate to: Setup, Relationship Plans, Events, Define Process Definition
Purpose = "OUTCOME"
Type = "ALERT"
Name = "CUST_NAME"
The process definition name should be the same as the message name).
Define a relationship plan called RV30. The plan header criteria is 'Open Service Request > 10'. Navigation path: Setup, Relationship Plans, Define Relationship Plans
In the Plan Details tab, create a new condition called RV30 using the action called RV30 and outcome RV30.
Click Parameters. In the Parameters window, right click and select 'Populate selected rows in parameters'. Invoke the list of values to populate the value for the Action Attribute field.
Attach the plan to the customer. In the Relationship Plans Search Screen, search for the customer to which the plan is to be attached.
Click OK to invoke the Plans Summary window.
Click Add/Remove to invokes the Add/Remove Plans window. This window displays all the plans the customer can be associated to. Select RV30 to add the plan called RV30 to the customer.
Open the Contact Center window and query the Customer. The Plan's alert message should pop up.