Oracle Service Contracts Command Center

This chapter covers the following topics:

• Overview
• Service Contracts Management Dashboard

Service Contracts Command Center

Overview

The Oracle Service Contracts Command Center presents sales managers and sales representatives with information to help prioritize activities in their work queue, formulate trends, and forecast accurately. The command center enables you to collaborate, review, analyze, and act to:

• Increase on-time renewals.

  • Gather insights into booked and pending renewals to increase conversion rates.

  • Identify critical risk contracts that are due for renewal.

  • Predict the likelihood of contract renewals accurately.

  • Identify and analyze the factors that impact the renewal probability.

• Improve customer satisfaction.

  • Monitor turbulence of services provided to customers.

  • Coordinate activities between the renewals and service teams.

• Maximize productivity.

  • Focus sales representative daily activity on critical contracts.

  • Quickly identify the top contracts needing attention and take necessary action.

Note: You must complete the Service Contracts Command Center configuration and setup after the installation and common configurations are completed as described in My Oracle Support Knowledge Document 2495053.1, Installing Enterprise Command Center Framework, Release 12.2. For additional ECC overview information, see Overview of Enterprise Command Centers, Oracle E-Business Suite User's Guide

Searching Enterprise Command Center Dashboards

Use the dashboard sidebar to refine (filter) the data on each dashboard. You can select a value or record from the Available Refinements component, or use Search to find a keyword, a value, or a specific record. The type-ahead feature suggests matches for your entry that correspond to the available refinements. When you submit a search, the search term is added to the Selected Refinements list, and the dashboard data is refined to include only records that match the search. You can add multiple refinements and remove any of them at any time. Use Saved Search to create and save your search. You can edit, delete, or refer to this saved search. You can also use data sets to further refine your search.

Use an asterisk (*) or percent (%) to perform a partial keyword or record search that matches any string of zero or more characters. You can also use a question mark (?) to perform a partial search that matches any single character.

For more information about searching for and refining data in enterprise command centers, see: Overview of Enterprise Command Centers, Oracle E-Business Suite User's Guide.

Additional Information: For more information about searching for and refining data in enterprise command centers, see "Search" in Highlights of an Enterprise Command Center, Oracle E-Business Suite User's Guide.

Service Contracts Management Dashboard

Use the Service Contracts Management dashboard to view contracts information, customer risk information, and service request information.

Use the Service Contracts Manager responsibility to navigate to the Service Contracts Management dashboard:

(N) Service Contracts Command Center > Service Contracts Management

Service Contracts Management Dashboard

Components	Description
Metrics (tabbed component) Work Queue (tab)	This summary bar displays the following key metrics. You can further refine the data by clicking on the metric value. Functional Currency - This metric shows the functional currency. Pending Assistance - This metric shows online acceptance contracts for which customers have requested clarification, or which require correction. Pending Internal Approval - This metric shows contracts that have been accepted by the customer and are pending internal approval. Follow-up Actions - This metric shows contracts with assigned follow-up actions and due dates within seven days from the current system date. Renewals Due - This metric shows all open renewals with a start date in the past. This includes those contracts that are due to expire in the next 90 days. Contracts Under Termination - This metric shows the number of contracts for which the termination date is populated and is within 60 days. You can terminate a contract, a contract line, or a contract subline. For this metric calculation, only one instance of the termination date is considered even if termination dates exist at different levels for a contract. For example, if three lines of a contract have termination date which is within 60 days, then the metric displays the value 1 instead of 3. Meters that Require Attention - This metric shows the number of meters for which readings are past due but still within the grace period.
Metrics (tabbed component)Review (tab)	This summary bar displays the following key metrics. You can further refine the data by clicking on the metric value. Frequently Terminated Services - This metric shows the count of service items where the contracts were terminated more than thrice in the last twelve months. Click to see all the contracts related to these items. Premature Terminations - This metric shows the count of contract lines that have been terminated prematurely in the past two years. Revenue Loss - This metric shows the amount lost due to premature terminations in the past two years based on the count of customers who have not renewed their contracts. Popular Services - This metric shows the top 10 services with most contracts that are active or expired in the last two years. Unsuccessful Renewals - This metric shows the contracts that were not renewed in the past two years.
Metrics (tabbed component) Renewal Prediction (tab)	This summary bar displays the following key prediction metrics. You can further refine the data by clicking on the metric value. Contracts with highest renewal risk - This metric shows the number of contracts that contain at least one line with a renewal prediction of less than 50%. Contracts with change in renewal prediction - This metric shows those contracts that contain at least one line, with a change of 20% or more in their renewal prediction. Note: To use Renewal Prediction, you must complete the setup as described in My Oracle Support Knowledge Document 2933050.1, Setting Up the Contract Renewal Prediction Feature and Additional Patches Required for Oracle Service Contracts ECC V10.
Contract Performance (tabbed region)	This tab contains the following aggregate tables: Contract Line Start Date – this table contains a yearly comparison based on the start date for different metrics such as the total renewal amount, new contract lines, and the count of contracts lines that were renewed during this time. This table provides an analysis of repeat customers, new customers, and the value or contract continuation. Contract Line End Date - this table contains a yearly comparison based on the end date for different metrics such as the total lost contract lines, lost contracts line renewal amount, and line termination amount during this time. This table provides an indication of leakage or revenue loss. Note: The contract lines considered are those that have an end date in the year that is filtered, but have not been renewed or have been terminated.
Contract Analysis (chart) Renewals (tab)	This tab contains the following charts about customer renewals: Due for Acceptance - This graph shows the contract count and amount that are due for acceptance, plotted against the year in which the contract is due for renewal. Quotes - This graph shows the contract count and amount by negotiation status, contract status, renewal process, contract category and previous approval type.
Contract Analysis (tabbed component) Contract Spread (tab)	This tab contains the following charts about the spread of contracts: Volume - This graph shows the contract amount by category, services and status. Contract Distribution - This graph shows the contract count by category, services and status.
Contract Analysis (tabbed component) Risk (tab)	This tab contains the following charts about the risk of contracts: Leakage Analysis - This graph shows the number of contracts canceled or terminated amounts by cancellation or termination reason, customer, coverage, and service type. Contracts at Risk of Activation by Risk Percentage - This graph shows the contracts that are at risk of activation by risk percentage and contract status.
Contract Analysis (tabbed component) Service Request Spread (tab)	This tab contains a graph that shows the count of service requests by customer, by service request severity, and by service request status.
Contract Analysis (tabbed component) Performance (tab)	This tab contains the following charts about the performance of contracts: Customers - This graph shows the count of customers with the highest number and value of contracts. Usage Billing Trends - This graph shows trends for usage contracts based on the billed amount over the last year.
Contract Analysis (tabbed component) Renewal Prediction (tab)	This tab contains the following charts about the performance of contracts: Renewal Prediction - This graph shows the number of contracts that are due for renewal based on renewal buckets. You can drill-down to view additional details about the contract renewal probability for various customers and services. Use this chart to view information about contracts that are closer to their renewal dates and at a higher risk of renewal. Renewal Attributes - This graph shows the attributes that contribute to the renewal probability.
Contract (results table)	This results table shows contract details in the following tabs: Header - shows the contract header information. You can perform the following row-level actions: To create a quote, select a row, and click Create Quote To update the contract details, click Edit. To review the billing details for the contract using the Contract Billing History page, click Billing History. Lines - shows contract line information. Sublines- shows contract subline information. Counters - shows information for counters including details of usage. To update a counter reading using the Counter Capture Reading window, click Edit. Click the Options icon to perform actions. To compare two or more rows, select the rows and then click Compare. From the Headers tab, select Mass Update to update multiple contracts, or select Administrator Workbench to navigate to the Service Contracts page.
Details (results table)	This results table shows contract details in the following tabs: Contacts - Displays customer and vendor contact information Sales Credit - Displays sales credit information linked to the contracts Service Requests - Displays summarized information about the service requests raised by a customer, grouped by service request status and severity. This information provides details of the customer's past service experiences Customers - Displays customer information provided by Oracle's integration with Dun & Bradstreet Click the Options icon to perform actions. To compare two or more rows, select the rows and then click Compare.