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Oracle TeleService Implementation and User Guide
Release 12.1
Part Number E13496-05
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Oracle TeleService Implementation and User Guide

Contents

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Preface

Overview and Implementation Checklists

This part describes the Oracle TeleService application and provides checklists of implementation steps for all of its modules.

About Oracle TeleService

Oracle TeleService Overview
Multiple Modules for Different Uses
      About the Oracle-Forms-Based Module
      About the Customer Support Module
      About the Service Desk Module
      About the Case Management Module
Module Compatibility
      Customer Management Features
      Work-Related Features
      Other Features
Key Integrations
      Common Application Components
      Service Suite Foundation
      Key Integrations with Other E-Business Suite Applications

Oracle Forms Module Implementation Checklist

Setups in Integrated Applications
Implementation Tasks for the Oracle Forms-Based Module

Service Desk Implementation Checklist

Setups in Integrated Applications
Implementation Tasks for Service Desk

Case Management Implementation Checklist

Setups in Integrated Applications
Implementation Tasks for Case Management

High Availability

This part of the guide includes procedures to implement High Availability (HA).

Implementing High Availability

About High Availability
High Availability Solution
Critical Business Functions Available in High Availability
      Assumptions
Setting Up High Availability
Importing Transaction Logs
About Mapping Responsibilities
      Seeded Responsibilities
      Mapping Responsibilities
Concurrent Program Supported in TeleService in High Availability
User Actions Supported in TeleService in High Availability

Common Setups

This part includes chapters describing all of the setups common to all of the Oracle TeleService modules including Case Management.

Setting Up Resources

Process for Setting Up Oracle TeleService Resources
Setting Up Resource Groups
Importing Resources
Setting Up Imported Resources

Basic Service Request Setups

Setting Up Business Processes
About Statuses, Status Groups, and Service Request Types
      Service Request Statuses
      Service Request Status Groups and Status Transitions
      Service Request Types
      About Final Statuses Aborting Existing Oracle Workflow Processes
      Service Request Type Categories for Customers Using Oracle iSupport
Setting Up Service Request Statuses
Setting Up Status Groups
Setting Up Service Request Types
Grouping Service Request Types into Categories for Oracle iSupport
Setting Up Service Request Severities
Setting Up Service Request Urgencies
Setting Up Default Response and Resolution Times
Setting Up Task Types and Priorities for Service Request Tasks
Setting Up New Note Types for Service Requests and Tasks
Indexing Note and Summary Text for Searches
Enabling Integration with Oracle Enterprise Asset Management
About Oracle Workflow Processes Included with Your Application
Setting Up the List of Values for the Language Field
Obtaining a List of Valid System Profiles and Lookups

Setting Up Problem Codes

About Problem Codes
About Problem Code Mapping
Defining Service Request Problem Codes
Mapping Problem Codes
Creating a New Problem Code Mapping

Setting Up Resolution Codes

About Resolution Codes
      About Mapping Resolution Codes
Setting Up Service Request Resolution Codes
Mapping Resolution Codes
Creating a New Resolution Code Mapping

Service Request Linking to Specify Duplicates and Other Relationships

Overview of Service Request Linking
Permitted Modifications to Service Request Relationships
Changing the Wording of a Relationship Type or Removing It from Use
Setting Up Reference Links to Objects Other Than Service Requests
Turning Off Automatic Service Request Status Updates Rules

Setting Up Security

Overview of Security Topic Organization
About Service Request and Case Security
      Features of Standard Service Request Security
      Read-Only and Other Access Types
      How Turning on Standard Service Security Affects Other Applications
Setting Up Service Request Data Security Process Overview
About Mapping Responsibilities
      The Two Different Uses of Responsibility Mappings
      Where You Create and Update Responsibility Mappings
Creating a New Responsibility Mapping
Updating a Responsibility Mapping
Turning Standard Service Security On or Off
Creating Your Own Custom Security
Enabling Responsibility Mappings for Oracle iSupport

Setting Up Service Costing

Setting Up a Costing Method
Setting Up an Inventory Item
Setting Up Item Costs
Setting Up Service Activity Codes
Installing Oracle XML Publisher
Setting Up Profile Option

Setting Up Application Search

Application Search Overview
Setting Up E-Business Suite Secure Enterprise Search
Enabling the Application Search Region
Enabling the Application Search Menu
Setting Up Permissions
Seeded Data for Application Search

Implementing Work Assignment and Distribution

Overview of Key Work Assignment and Distribution Concepts
      Work Types
      Work Assignment and Work Distribution
      How the Application Decides Work Priority for Automated Distribution
      When Automatic Work Assignment Gets Triggered
Overview of Service Request and Task Assignment
How the Application Assigns Work in Automatic Assignment
      Service Request Assignment
      Task Assignment
      About Specifying Search Order for Contract and Installed Base Resources
General Procedure for Setting Up Work Assignment
Automatically Assigning Service Requests to Groups
Automatically Assigning Service Requests to Individuals
Automatically Assigning Service Request Tasks to Groups
Automatically Assigning Service Request Tasks to Individuals
Guidelines for Setting Up Service Territories
Guidelines for Setting Up Calendars, Shifts, and Exceptions
About the Load Balancing Formula
Setting Up the Load Balancing Formula
Specifying the Numerical Equivalents for Skill Levels
General Procedure for Setting Up Work Distribution
Turning On Work Distribution and Synchronizing Work Data

Enabling Oracle Email Center

Oracle Email Center Integration Overview
      E-Mail Context
      Sending an E-mail in the Context of a Service Request
      E-Mail Templates
      Alerting Agents About Customer Replies
Process for Enabling Oracle Email Center Integration
Integrating Service Requests with Oracle Email Center
Integrating the Contact Center with Oracle Email Center
Merge Fields for Email Templates
      Service Request Merge Fields
      Contact Center-Specific Merge Fields
Disabling Local Email Client in Related Party Information Pages
Disabling Forwarding, Resending, and Replying to Archived Messages
Automatic Creation of Service Requests from E-Mails

Automating Closure of Service Requests with Tasks

Understanding Closure Automation for Service Requests with Tasks
Setting Up Automatic Closure for Service Requests

Electronic Approvals and Records

Service Request Electronic Approvals and Records Overview
      Typical Uses
      Integration Setup Overview
      About E-Records
      Service Event
Special Service Request Setup Concepts
      Intermediate Statuses
      Triggering Statuses
      Approval Action and Rejection Action Statuses
      Status Group Transition Rules
Setting Up the Capture of Approvals and E-Records
Example of Status and Related Setups
Setting Up a Triggering Service Request Status
Downloading and Registering the E-Record Template
Registering the E-Record Template in Oracle E-Records
Setting the E-Record Template and Other Oracle E-Record Variables
Viewing the Status of Approval Requests of All Service Requests
About the E-Record Template
      Detailed Report
      Summary Report
      Date and Time Displayed in Electronic Records

Enabling Service Request Reports

Overview of Service Request Reports
Enabling the Printing of Service Request Reports
Specifying the Data Definition for User Reports
Seeded Data Definition Contents
      Customer Information
      Contact Information
      Service Request Subject
      Service Request Information
      Contract
      Associated Parties
      Service Request Tasks
      Linked Solutions
      Notes
      Audit Information
      Interaction History
      Related Service Requests
      Related Objects
      Internal Descriptive Flexfield
      External Descriptive Flexfield
      Service Request Extensible Attributes
      Charges Information
      Profit Margin Information

Setting Up Notifications

Notification Overview
      Notification Template Types
      Restrictions for the Notification Process
About When and Whom You Can Notify
      Events that Trigger Notifications for Service Modules
      Notifications for Case Management
Setting Up Notifications
Notification Post-Install Steps
Specifying the “From:” Field in the Message
About Seeded Notification Templates
      Text Notification Templates
      Preconfigured HTML Templates for Contact Notifications
Available Tokens
Displaying Existing Notification Rules
Creating a New Notification Rule
Updating Existing Notification Rules

Setting Up Display of Customer Information

About Displaying Customer Information for Agents
About Customer Profiles
      Summaries of Customer Information
      Views of Customer Information in a Graphical Format
      The Ability to Drill Down to Details
Customer Profile Setup Process Overview
Defining Profile Ratings
Associating Ratings with Colors
Defining Profile Check Categories
Defining Profile Check Variables
Defining Drill-Downs for a Profile Check
Enabling Application Windows for Drill-Down
Defining Profile Checks
Predefined Profile Checks
Defining Variable Profile Checks
Defining Boolean Profile Checks
Grouping Profile Checks for Display in Customer Profile Windows
Grouping Profile Checks for Display in Dashboard Tabs
Determining Access by Application Module and Responsibility
Running the Customer Profile Engine
Running the Customer Profile Engine for a Subset of Parties
Setting Automatic Refresh of Profiles on the Dashboard
Customizing Dashboard Displays by Customer Attributes

Setting Up Relationship Plans

About Relationship Plans
Relationship Plan Components
      Monitoring the Database of Customers
      Evaluating if Customers Qualify for the Plan
      Setting Up the Actions the Plan will Take
      Setting Up the Messages or Scripts
      Hooking Up the Conditions to the Actions
Process Overview of Relationship Plan Setup
Defining Plan Groups
Defining an Action
Setting Up Messages and Scripts for Association with Relationship Plans
Defining Messages
Generating Messages
Creating the Relationship Plan Itself
Creating a Condition for the Relationship Plan
Adding or Modifying Relationship Plan Conditions
Enabling Relationship Plans in Application Modules
Running the Relationship Plan Assignment Engine
Modifying Relationship Plan Lookups

Setting Up Web Collaboration

Web Collaboration Overview
Setting Up Web Collaboration

Generating Tasks Automatically

Automatic Task Generation Overview
      Automatic Task Generation and Other E-Business Suite Applications
      About Generating Tasks on Request Types, Items, and Problem Code Topics
Implementing Task Generation Setup Process Overview
Specifying Conditions for Task Generation
Updating a Task Template Group Mapping
Setting Up Rules for Handling Multiple Valid Mappings

Mass Updating Service Requests

Overview
About Mass Service Request Update
Searching for Service Requests
Updating Service Requests
      Reassigning Service Requests
Confirming Update of Service Requests

Global Address Format and Validation

Specifying Global Address Formatting and Validation
Setting Up Additional Address Styles
Mapping Countries to Address Styles

Purging Service Requests or Cases

Service Request Purge Overview
      What Information is Deleted
      Purge Records
      Impacts on Oracle Daily Business Intelligence
Running the Service Request Data Purge Concurrent Program

Oracle Forms Module Setups

This part includes chapters describing setups for the Oracle Forms-based Oracle TeleService modules.

Service Request Form Setups

Setting Up Message Action Codes for Oracle Workflow Messaging
Enabling Oracle Complex Maintenance, Repair, and Overhaul

Setting Up Duplicate Checking

About the Duplicate Checking Topics
Duplicate Checking Overview
Setting Up Duplicate Checking
Setting Up Duplicate Checking by Customer and Item Details
Setting Up Duplicate Checking by Service Request Attributes
Setting Up Duplicate Checking by Item Instance or Serial Number

Setting Up Custom Tabs on the Service Request Window

About Setting Up Custom Tabs on the Service Request Window
Basic Information About the Two Tabs
Guidelines for Setting Up Custom Tabs
Parameters Passed from the Service Request Header
Function Names for Custom Tabs

Enabling Multiple Time Zone Support

Multiple Time Zone Overview
      Service Requests
      Service Request Tasks
Enabling Multiple Time Zone Support

Implementing Charges

Overview of Charges
      Architecture of Charges
Setting Up Charges Process Overview
About the Topics on Business Process, Service Activity, and Billing Type Setup
Key Charges Concepts
Process Overview for Business Process, Service Activity and Billing Types Setup
Setting Up Additional Service Billing Types
Associating Billing Types with Billing Categories
Setting Up Service Activities
Associating Service Activities to Business Processes
Setting Up Items in Oracle Inventory
Guidelines for Setting Up Items in Inventory
      Main Tab
      Inventory Tab
      Order Management Tab
      Service Tab (Service Region)
      Service Tab (Installed Base region)
      Service Tab (Debrief and Charges region)
About Setting Up Labor Schedules for Pricing Labor
      How Charges Determines Labor Charges
Setting Up the Contract Labor Schedule
Setting Up the Default Labor Schedule
Restricting Agent Use of Operating Units for Charge Lines
Setting Up Rules for Defaulting the Operating Unit
Modifying the Display of Charges on Customer Invoices
Setting Up Charges System Profiles
About Setting Up Remaining Charges System Profiles
Setting Up the Default Sort Order on the Charges Tab
Defaulting the Service Request Business Process
Specifying the LOV Type for Price List
Preventing Errors from Recalculating Prices in Oracle Order Management
Setting Up Charges User Hooks

Setting Up Charges for Items Tracked by Installed Base

About Topics Relating to Charges and Oracle Installed Base
Overview of Charges Setups for Oracle Installed Base Items
Charges and Installed Base Updates
      Update Installed Base and Bill the Customer
      Bill Only
Key Fields
      Line Category
      Non-Source Info Region
      Source Info Region
      Change Owner
      Source Transaction Types Region
Valid Cases
      Return Lines
      Order Lines
      Setting Up Returns (RMAs)
      Setting Up Debrief Lines for Replaced Parts
Setting Up Oracle Installed Base Transaction Subtypes for an Activity

Automating Submission of Oracle Field Service Charges

About the Topics on the Automatic Submission of Charges
Overview of Automatic Charges Submission
Ways You Can Modify the Automatic Submission Process
About Setting Up Rules to Restrict Automatic Submission
      About Restriction Rules
Adding a Restriction Rule
Updating a Restriction Rule
Setting Up Automatic Submission

Modifying Contact Center Behavior

Modifying the Behavior of Contact Center Tabs Overview
Modifying the Behavior of the Dashboard Tab
Modifying the Behavior of the Interactions Tab
Modifying the Behavior of the Notes Tab and All Notes Window
Modifying the Behavior of the Tasks Tab
Modifying the Behavior of the Service Request Tab
Implementing the Contracts Tab
Modifying the Behavior of the Install Base Tab
Setting Up the Invoices Tab
Modifying the Behavior of the Orders Tab
Enabling the Collateral Tab
Modifying the Behavior of the Addresses Tab
Modifying the Behavior of the Contact Points Tab
Restricting Access to the Accounts Tab and Account Details Window
Modifying the Behavior of the Party Information Tab and Its Functions
Modifying the Behavior of the Relationships Tab
Modifying the Behavior of the Contact Center Header
Enabling Attachments in the Contact Center
Configuring What is Displayed in the Contact Center Header

Contact Center Search Preferences

Setting Up Contact Center Search Preferences
Setting Up Service Key Search Preferences
Limiting Searches to a Specific Country
Modifying the List of Service Keys Used for Searches
Extending the Service Key Search
Configuring Customer Search Window Defaults

Setting Up Contact Center Actions

Actions Architecture Overview
      Actions on the Install Base Tab
      Actions on the Orders Tab
Setting Up Actions for Contact Center's Install Base Tab
Setting Up Actions for Contact Center's Orders Tab

Additional Contact Center Setups

Setting Up The Criteria the Application Uses to Flag Customers as Critical
Specifying the Defaults for the Override Customer Criticality Window
Setting Up Quick Menu
Setting Up Wrap-up
Setting Up Party and Account Numbering
Enabling E-Mail for the Contact Center
Enabling Oracle Knowledge Management
Enabling Oracle Scripting

Enabling Telephony

About Telephony Integration in Oracle TeleService
About Implementing Direct Contact Center Integration with CTI Applications
      Direct Integration with CTI Applications Overview
      Login Sequence for the Contact Center Window
      Call Flow Sequence for the Contact Center Window
Enabling Direct CTI Telephony Integration in the Contact Center
Implementing Contact Center Telephony via Oracle Telephony Applications
Contact Center IVR Parameters, Call Reasons, and Window Behavior
Service Request IVR Parameters, Call Reasons, and Window Behavior

Setting Up Custom Tabs for Contact Center

About Setting Up Custom Tabs on the Contact Center
Process Guidelines for Setting Up Custom Tabs on the Contact Center
Parameters Passed from the Contact Center Header
Function Names for Custom Tabs

Capturing Additional Service Request Attributes

Overview of Topics on Capturing Additional Service Request Attributes in the Contact Center and Service Request Window
About Additional Attributes
Process Overview of Attribute Setup
Creating Prompts and Questions
Creating the Lists of Values for the Answers
Setting Up Attributes for a Service Request Type
Implementing the Validate Address User Hook
Enabling Attribute Capture in Oracle iSupport
About Using Request Types and Additional Attributes to Generate Tasks or Launch Workflows

Generating Tasks on Additional Service Request Attributes

Overview of Task Generation on Additional Contact Center Attributes
Generating Tasks on Request Type and Attribute Values
Modifying and Extending Task Generation
Overview of Modifying Task Generation
Extending Task Generation with a Workflow Process
Defining Task Types
Defining Task Status
Defining Task Priority
Defining Additional Attributes for Tasks
Mapping Additional Attributes to a Task Type
Sample Generic E-mail Notification Workflow
      E-Mail Follow-up Task Type
      E-mail Notification Generic Process
Enabling the Sample E-mail Workflow Process

Common HTML Module Setups

This part of the guide includes procedures common to the HTML-based modules: Customer Support, Service Desk, and Case Management.

Configuring and Personalizing HTML Modules

HTML Module Architecture Overview
      Agent Dashboard Variations for Work Assignment and Distribution Models
      Automated Work Distribution User Considerations
Configuring and Personalizing HTML Modules Process Overview
Enabling HTML Page Personalization
Exposed and Hidden Flexible Content in Application Pages
      Agent Dashboard Page
      Create Service Request Page Exposed and Hidden Content
      Update Service Request Page Exposed and Hidden Content
      Read-Only Service Request Information Page
      Advanced Search Page Exposed and Hidden Content
      Saved Search Page Exposed and Hidden Content
      Party Information Page Exposed and Hidden Content
About Personalizing the Advanced Search Page
      About Specifying Search Criteria for the Service Request Attributes Region
      Example: Displaying Internal Severity as One of the Default Search Fields
      Example: Removing Problem Code from the Search Criteria
Replicating Seeded Responsibility-Level Personalizations for Case Management
About Modifying the Content of Drop-down Lists
      Example of When You Must Disable Codes
      Example of When You Must Enable Codes
      Customer Support Lookups
      Service Desk Lookups
      Case Management Lookups
Available Search Criteria for Advanced Search Page
      Available Search Criteria for Customer Support
      Available Search Criteria for Case Management
      Available Search Criteria for Service Desk

Other Common HTML Setups

Specifying the Default Customer for Case Management and Service Desk
Enabling Multiple HTML Modules in a Single Instance
Making Notes Modifiable After Entry
Understanding Key Performance Indicators
      Statistics About Personal and Group Performance
Setting Up Key Performance Indicators
Setting Up Jeopardy for Service Requests

Capturing Additional Service Request Information with Extensible Attributes

Extensible Attribute Overview
Extensible Attribute Basic Concepts
      Where Extensible Attributes Are Displayed
      Number of Supported Attributes
      Personalization
      Extensible Attribute Architecture
      Extensible Attributes for Customers and Associated Parties
Setting Up Service Request Extensible Attributes
Setting Up Value Sets
Setting Up Attributes and Attribute Groups
Specifying the Service Request Types Where Attributes Appear
Creating the Regions (Pages) Where the Attributes Display
Creating Custom Functions for Attributes
Example of How Extensible Attributes Are Used in Practice
      Example of Global Extensible Attribute Setup
      Example of Value Set Setup for Item Location
      Example of Attribute Group Setup for Item Location
      Example of Mapping Attribute Group to Service Request Types
      Example of Page Setup to Display an Attribute Group
      Example of Multirow Attribute Setup
      Example of Dependent Attribute Setup

Case Management Setups

This part of the guide includes procedures specific to Case Management. Setups shared with other service applications are described in other parts of this guide. For a list of implementation steps, please refer to the Case Management Implementation Checklist at the front of this book.

Setting Up Case Management

Configuring Case Management for Social Services
Capturing Information About Unknown Parties in a Case
Changing Wording of Messages and Notifications

Setting Up Associated Parties

About Party Roles and Party Role Groups
      Contacts
      About Sort Order
Setting Up Party Roles and Party Role Groups Process Overview
Creating a Party Role
Updating a Party Role
Creating a Party Role Group
Updating a Party Role Group
About Capturing Associated Party Information in a Case
Setting Up Associated Party Extensible Attributes Process Overview
Mapping Attribute Groups to Associated Party Roles
Specifying How Attributes Display on the Add Party Page

Sample User Procedures

Customer Support User Procedures

About the Sample Customer Support User Procedures
Creating a Service Request
Resolving the Service Request
Searching Service Requests
      Quick Find
      Advanced Searches
      Saved Searches
      Application Search

Service Desk User Procedures

About the Sample Service Desk User Procedures
Creating a Service Request
Resolving the Service Request
Searching Service Requests
      Quick Find
      Advanced Searches
      Saved Searches
      Application Search

Case Management User Procedures

About the Sample Case Management User Procedures
Creating a Case
Searching Cases
      Quick Find
      Advanced Searches
      Saved Searches
      Application Search

Charges User Procedures in Forms Interface

Creating a Charge Line
Understanding Automatic Submission of Field Service Charges
Submitting Charges Manually
Viewing the Status of Submitted Orders and Invoices
About Different Return Types
Creating a Return for Credit
Creating a Return for Replacement
Creating a Charge Line for a Return
Creating the Charge Line for a Replacement
Creating a Return for Repair
Reviewing and Submitting Field Service Charges for Billing
Viewing Pending Charges for Field Service Tasks
Viewing the Source of a Charge Line
Viewing a Report of Charges for a Service Request

Charges User Procedures in HTML Interface

Overview
Creating a Charge Line
Submitting Charges Manually
Viewing Pending Charges for Field Service Tasks
Viewing the Source of a Charge Line
Creating a Charge Line for a Return
Creating a Charge Line for a Replacement

Service Costing User Procedures

Capturing Costs
Generating the Profit Margin Report

User Procedures for Oracle Telephony Integrations

About Oracle Telephony User Procedures in Oracle TeleService
About Receiving Inbound Calls
Sharing Customer Information While Conferencing or Transferring Calls
Handling a Web Callback in the Contact Center
Handling a Web Callback in the Service Request Window
About Calling Customers
Calling Customers from the Contact Center
Calling Customers from the Service Request Window
Switching Between Web Callback and Inbound Queues
Quitting the Application When Telephony Is Enabled
Viewing Information About a Call
Wrapping Up a Call
Ending an Interaction Without Entering Call Wrap Up Information

Integrating Relationship Plans in Other Applications

Integration Via Form-Level Triggers
Overview of Integrating Relationship Plans
Technical Overview
Prerequisites
Steps to Enable Modules in Relationship Plans
Functionality of the Setup Form - CSCUTILS
Enable Relationship Plans - Setup Window
Outcomes Window
Defining an Alert
Limitations

Frequently Asked Questions About Setting Up Relationship Plans

Frequently Asked Questions About Relationship Plans

Seed Data for Relationship Plans

About the Seeded Expiring Contracts Relationship Plan

Service Security Seeded Data

About This Appendix
Seeded Functions
Contact Center Functions
Service Request Functions
Standard Service Security Seed Data
Objects
Object Functions
Permission Sets
Permissions
Object Instance Sets for Restricted Access
Object Instance Sets for Unrestricted Access
Grants

Oracle Forms-Based Module User Interface

About the Service Request Window
About the Note Details Window
About the Create Contact Window
About the Find Service Request and Find Installed Base Windows
About the Find Service Requests Window
About the Create Tasks from Template Group Window
About Choosing the Report Format
About the Log and Notes Window
About the Person Details Window
About the Profile Window
About the Customer Relationship Actions Window
About The Contact Center
About the Organization Details Window
About the Customer Account Details Window
About the Contact Preferences Window
About the Identifying Address Window
About the Party Site Contact Points Window
About the Process Messages Window
About the Notify Window
About the Item Instance Window
About the Find Item Instance Window
About the Quick Task Window
System Profile Options You Can Use to Default Information in Service Requests
About the Contracts Window
About the Task Details Window
About the Create Tasks from Template Group Window
About the Create Customer Window
About the Edit Customer Window
About the Customer Search Window
About the Edit Contact Window
About the Find Critically Overridden Customers Window
About the Override Customer Criticality Window
About the Nodes for UWQ SR Window
About the Save Search Window
About the Service Request Runtime Attribute Capture Form
About the Maintenance Requirements Window
About the Potential Duplicate Service Requests Window
About the Quick Menu Window
About the Copy Service Request Window
About the Oracle Scripting Window
About the Resource Availability Window
About the Call Information Window
About the Call Wrap Up Window
About the Search Installed Base Window
About the Incident Address Search Window
About the Send Message Window
About the View Message Window
About the Review Kits Window
About the Review Order Window
About the Audit History Window
About the Edit Address Window
About the Edit Contact Window
About the Fulfillment Request Window
About the Service History Window
About the Drilldown List Window
About the Resource Availability Window
About the Find Customer Information Window
About the Relationship Plans Search Window
About the Plans Summary Window
About the Modify Plans Window

Index