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11 CRM On Demand

This document contains the following topics:

11.1 What is the CRM On Demand tab?

The CRM On Demand tab enables Oracle Customer Relationship Management (CRM) On Demand customers to log and track CRM On Demand service requests (SRs). On the CRM On Demand page, the My SRs region displays open SRs that you have created, and the My Company's SR region displays SRs with a customer service identifier for which you have view SR privileges. From the CRM On Demand page, you can perform the following tasks:

  • Create an SR

  • View an SR

  • Update an SR

  • Close an SR

  • Reopen an SR

11.2 Who can see the CRM On Demand tab?

The CRM On Demand tab is visible to customers with at least one CRM On Demand support identifier (SI) in their profile.

11.3 How do I search for an SR?

You can search for an SR in the My SRs or My Company's SRs region. To search for an SR:

  1. Select a search category from the list next to the search box in the My SRs or My Company's SRs region. The default category is Title.

  2. Enter search criteria in the search box, then click the search icon.

    The results appear in the My SRs or My Company's SRs region.

    • If you are searching in the My SRs region, CRM On Demand searches all SRs that you created.

    • If you are searching in the My Company's SRs region, CRM On Demand searches all SRs for which you have an SI.

Note: Searches are case sensitive and find matches based on the first few characters entered. For SR numbers or partial numbers, use the format X-XXXXXX, where X is a number.

11.4 How do I create an SR?

To create an SR:

  1. In the My SRs region, click Create SR. The Create Service Request wizard appears and displays the Identify Issue page.

    Note: The Create SR button is not visible unless you have at least one CRM OD SI in your profile.

  2. Enter or select the appropriate information, then click Next. The Complete and Submit page appears.

  3. If the Solve Your Problem Now section displays a list of related knowledge articles, review the list of articles and, if desired, select an article. The selected article appears on the screen.

  4. If you selected an article, you can:

    • Click the icon next to Rate this Document to complete a questionnaire about the article, then click Rate Article.

    • Select a rating, enter comments in the Comment box, then click Send Rating.

    • Select one of the following:

      This Article Solved my Problem - If you select this link, you receive a message saying changes to the SR will be lost. Click OK to cancel the SR and view the article in the Knowledge base.

      Next - If you click Next, the Complete and Submit page appears.

  5. On the Complete and Submit page, make the appropriate selections, then click Submit. The SR will appear in the My SRs and My Company's SRs regions.

11.5 How do I view my SRs?

To view an SR that you created, in the My SRs region click the link in the Title column. The SR page appears.

If you are viewing an SR that you created, you can do the following:

  • Update an SR

  • Close an SR

  • Reopen a closed SR

  • Add an attachment to the SR

11.6 How do I view SRs created by other users?

SRs that you created as well as SRs created by others against SIs contained in your user profile are listed in the My Company's SRs region. To view an SR in the My Company's SRs region, click the link in the Title column. The SR page appears.

The SR page displays the selected SR. If you did not create this SR, this page is read only.

Note:

Oracle Customer Care must enable the SR View privilege in your Oracle profile before you can view your company's SRs.

11.7 How do I update an SR?

You can update and add an attachment to an SR that you created. To update an SR:

  1. View the SR. The SR page appears. See "How do I view my SRs?" for information about viewing SRs that you created.

  2. Click Add Update.
    The Update page appears.

  3. Add update information, then click Post Update.

  4. In the Summary section of the Update page, update the following sections as required.

    • Select the e-mail notification option When SR Is Updated.

    • Update the alternate phone number in the Alternate Phone Number box. Click Edit next to the Alternate Phone Number box, enter a phone number, then click Save.

  5. To add an attachment, click Add Attachment, click Update..., click Choose File, select a file, click OK, then click Attach File.

  6. To view attachments, click the View Attachments link in the Summary region then click an attachment link.

11.8 How do I close an SR?

You can close SRs that you created. To close an SR:

Note: You can only close SRs that you created.

  1. In the My SRs region of the CRM On Demand page, select the SR that you want to close.

  2. Click Close SR. The Update page appears.

  3. Enter comments in the Update Detail box, then click Post Update.
    The SR page reappears and the status in the Summary box is Customer Closed.

11.9 How do I reopen a closed SR?

You can reopen an SR that you created within 14 days of the SR being closed. After 14 days, an SR cannot be reopened. To reopen a closed SR:

Note: You can only reopen SRs that you created.

  1. In the My SRs region, view the SR that you want to reopen. The SR page appears. See "How do I view my SRs?" for information about viewing SRs that you created.

  2. Click Re-Open SR.

  3. Enter comments in the Update Detail box, then click Post Update. The SR page reappears and the status in the Summary box is Update from Customer.