This chapter covers the following topics:
Oracle TeleService automates the call center and the whole problem resolution process from the time a customer calls, sends an email, 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 problems during the initial contact using a knowledge base.
This section provides information on the common prerequisites, profile options, and data setups required for executing the Oracle TeleService flows. Flow specific requirements are documented along with each flow in the subsequent sections.
None.
Not applicable.
Not applicable.
Not applicable.
The Setups flow creates major setups required for creating a service request in Oracle TeleService.
This flow performs the following actions:
Creates Normal and Dispatch task types.
Creates a business process.
Creates a service activity code for material-order and return, labor and expense billing types.
Associates a service activity code with the business process.
Creates coverage templates.
Creates service item.
Creates contracts at party, product, item, site and system level.
This section provides information on prerequisites, profile options, and data setups required to execute the Setup flows.
Setups
The following are the prerequisites for executing this flow:
User is assigned the Service Contracts Manager, Vision Enterprises responsibility, to create service contracts.
User is assigned the Service responsibility to create setups required for creating a service request.
Not applicable.
Not applicable.
Not applicable.
When an agent creates a service request, the application automatically generates tasks that are used in the resolution of the customer problem. This enables an agent to schedule a repair on the first call rather than having the dispatcher to call the customer back.
Automatic task generation is useful for known problems that have standard resolutions. If agents need to research the problem by using the knowledge base and other methods, then the tasks required to resolve the problem will vary.
The generated tasks appear in the Task tab of the Service Request window.
The Automatic Task Generation flow creates automatic tasks for service request based on the following:
Task template mapping for the service request type
Task Type Attribute Configuration: Enables automatic creation of tasks based on the information entered in the attributes.
Verifies the subject of the auto task generated.
This section provides information on prerequisites, profile options, and data setups required to execute the Automatic Task Generation flow.
Automatic_Task_Generation
The following are the prerequisites for executing this flow:
User is logged in with the Service responsibility.
Task template mapping is defined for the service request type.
Extended attribute mapping is defined for the service request type.
Task type attribute configuration is defined for the service request type.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| Service: Auto Generate Tasks on SR Create | Task Template Mapping | Responsibility |
| Service: Auto Generate Tasks on SR Create | Task Type Attribute Configuration | Responsibility |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Type | Activate Service |
| Create Service Request | Type | Abandoned Vehicle |
| Create Service Request | Is vehicle blocking traffic? | Yes |
| Create Service Request | Hazardous material? | Yes |
| Create Service Request | What color is the vehicle? | Black |
| Create Service Request | What make is the vehicle? | Acura Cars |
| Create Service Request | Severity | High |
| Create Service Request | Status | Open |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Task Template mapping | Request Type | Activate Service |
| Create Task Template mapping | Task Template | Activate Service |
| Service Request Attributes Configuration | Type | Abandoned Vehicle |
| Service Request Attributes Configuration | Name | Is vehicle blocking traffic? |
| Service Request Attributes Configuration | Name | What color is the vehicle? |
| Service Request Attributes Configuration | Name | What make is the vehicle? |
| Service Request Attributes Configuration | Name | Hazardous material? |
| Service Request Attributes Configuration | Task Type | Dispatch Tow Truck |
| Service Request Attributes Configuration | Name | Is vehicle blocking traffic? |
| Service Request Attributes Configuration | Value | Yes |
| Service Request Attributes Configuration | Task Type | Dispatch Fire Truck |
| Service Request Attributes Configuration | Name | Hazardous material? |
| Service Request Attributes Configuration | Value | Yes |
The Bill To and Ship To addresses become the primary addresses for any shipment or billing for a service request. Use the Service: Default Bill To and Ship To Address Options profile option to set the Bill To and Ship To addresses.
The Defaulting of Bill To and Ship To Addresses Based on Customer or Item Instance flow performs the following actions:
Sets the Service: Default Bill To and Ship To Address Options profile option to Default from Installed Base or Default from Customer.
Creates a service request with an instance associated with the bill to and ship to address.
Creates a service request with an instance not associated with the bill to and ship to address.
Creates a service request without an instance.
Verifies the bill to and ship to address for the service request.
This section provides information on prerequisites, profile options, and data setups required for executing the Defaulting of Bill To and Ship To Addresses Based on Customer or Item Instance flow.
Creation_Optimization_Bill_To_And_Ship_To
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| Service: Default Bill To and Ship To Address Options | Default from Customer | User |
| Service: Default Bill To and Ship To Address Options | Default from Installed Base | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Instance | 100227 |
| Create Service Request | Instance | 99651 |
| Create Service Request | Type | Customer Call |
| Create Service Request | Severity | High |
| Create Service Request | Status | Open |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Update Item instance | Address (Bill To and Ship To Section) | Riverside |
| Update Item instance | Address (Bill To and Ship To Section) | Mönkegasse 23 |
| Contact Center :Address tab | Address | 2391 L Street |
| Contact Center :Address tab | Usage | Bill-To/Ship-To |
| Contact Center :Address tab | Status | Active |
The Defaulting the Planned End Date for a Task flow verifies the planned end date for a task based on the Service: Options to Default the Task Planned End Date profile option.
This flow performs the following actions:
Sets the Service: Options to Default the Task Planned End Date profile to Respond by or Resolve by.
Creates a service request with the Respond by and Resolve by dates.
Verifies the planned end date of tasks with different planned start dates.
This section provides information on prerequisites, profile options, and data setups required for executing the Defaulting the Planned End Date for a Task flow.
Defaulting_Of_Planned_End_Date_For_A_Task
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| Service: Options to default the Task planned end date | Respond by | User |
| Service: Options to default the Task planned end date | Resolve by | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Customer | Business World |
| Create Service Request | Severity | High |
| Create Service Request | Status | Open |
| Create Service Request: Task tab | Task type | Follow up action |
| Create Service Request: Task tab | Task type | Dispatch |
Not applicable.
When a service request is created by an agent or a customer, the application automatically checks for potential duplicates of the service request.
The Duplicate Check for Service Requests flow checks for service requests with same items, item instances, customers, and serial numbers.
This section provides information on prerequisites, profile options, and data setups required to execute the Duplicate Check for Service Requests flow.
Duplicate_Check_For_Service_Request
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| Service: Service Request Duplicate Timeframe | 1 | Responsibility |
| Service: Service Request Duplicate Timeframe UOM | Minute | Responsibility |
| Services: Check for Duplicate Service Requests | Yes | Responsibility |
| Services: Service Request Duplicate Criteria | Item Instance or Customer and Item | Responsibility |
| Services: Service Request Duplicate Criteria | All with Serial Number | Responsibility |
| Services: Service Request Duplicate Criteria | All without Serial Number | Responsibility |
| Services: Service Request Duplicate Criteria | Item Instance/ Customer, Item, Serial Number | Responsibility |
| Services: Check for Similar Service Requests | No | Responsibility |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Customer | Business World |
| Create Service Request | Type | Customer Call |
| Create Service Request | Status | Open |
| Create Service Request | Severity | High |
Not applicable.
Oracle Service Contracts provides a complete contract authoring execution solution to manage warranties, extended warranties, usage, and subscription services, as well as complex service agreements.
The Integration with Service Contracts flow performs the following actions:
Views the entitled contracts for the service request.
Views all contracts available for the service request.
Verifies whether contracts are displayed pertaining to setup with following:
Item
Instance
Customer Number
Customer Site
Manually selects and assign the contract for the service request.
This section provides information on prerequisites, profile options, and data setups required to execute the Integration with Service Contracts flow.
Service_Contracts
The following are the prerequisites for executing this flow:
User is logged in with the Service responsibility.
Service contracts are created at the following levels: item instance, customer, customer site and system.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Customer | Business World |
| Create Service Request | Type | Activate Service |
| Create Service Request | Status | Open |
| Create Service Request | Severity | High |
| Create Service Request | Instance | 100227 |
| Create Service Request | Party | Business World |
| Create Service Request | System | 2813 |
| Create Service Request | Site Number | 2227 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Contract | 22131 |
| Create Service Request | Contract | 22167 |
| Create Service Request | Contract | 21555 |
| Create Service Request | Contract | 22173 |
The Mass Service Request Update feature enables you to update more than one service request in a single operation.
The Mass Service Request Update flow performs the following actions:
Searches all the service requests that belong to a search criteria.
Selects the relevant service requests
Updates notes, status, group owner, individual owner for the service requests
Verifies confirmation message for the update
This section provides information on prerequisites, profile options, and data setups required for executing the Mass Service Request Update flow.
Mass_Service_Request_Update
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Mass Service Requests Update: Search | Customer | Business World |
| Mass Service Requests Update: Update | Note type | Cause |
| Mass Service Requests Update: Update | Visibility | Public |
| Mass Service Requests Update: Update | Group | CSS Group |
| Mass Service Requests Update: Update | Owner | Any owner can be selected |
| Mass Service Requests Update: Update | Status | Accepted |
| Mass Service Requests Update: Update | Resolution Code | Client Upgraded (any resolution code can be used) |
Not applicable.
User can access the Contact Center form from the Customer Management menu of the Service application.
The Contact Center window is designed to allow Tier-1 customer service agents to manage customer information and quickly enter service requests in high-volume call centers. It provides a central place to view and update customer information that is collected by the entire Oracle E-Business Suite of applications. Agents can access not only addresses and contacts but also all past interactions with a customer, including emails, 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.
The Customer Management flow performs the following actions:
Creates a service request from the Service Request tab in the Contact Center.
Creates quick tasks from the Service Request tab.
Verifies the addresses of task and updates the address.
Creates a field service task and audits the task.
Creates debrief lines for the field service task.
This section provides information on prerequisites, profile options, and data setups required to execute the Customer Management flow.
Customer_Management
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Contact Center – Header | Account | 1608 |
| Contact Center – Service Request tab | Type | Activate Service |
| Contact Center – Service Request tab | Status | Open |
| Contact Center – Service Request tab | Severity | High |
Not applicable.
Oracle iSupport is an Internet-based customer support application that enables service organizations to provide online self-service customer support. Oracle iSupport drives service profitability by decreasing the number of calls coming into the Contact Center.
The Integration of Oracle TeleService with Oracle iSupport flow performs the following actions:
Views the service request charge lines created from Oracle TeleService in Oracle iSupport.
Performs the following actions on the service request in Oracle iSupport:
Updates the service request.
Attaches a product to the service request.
Escalates the service request.
Adds contacts to service request.
Closes and reopens the service request.
Verifies the status of service request in Oracle TeleService after performing each action in Oracle iSupport.
This section provides information on prerequisites, profile options, and data setups required for executing the Integration of Oracle TeleService with Oracle iSupport flow.
Integration_With_Isupport
The following are the prerequisites for executing this flow:
User is assigned the iSupport Primary User, Vision Operations responsibility to act on the service request in Oracle iSupport.
User is assigned the Service responsibility to verify the status of the service request in Oracle TeleService after performing each action in Oracle iSupport.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Customer | Business World |
| Create Service Request | Type | Billing Problem |
| Create Service Request - Contact Information | Contact | Amy Miller |
| Create Service Request | Severity | High |
| Create Service Request | Status | Open |
Not applicable.
Oracle Knowledge Management is an information management system that uses Oracle's knowledge capture, storage, and distribution tools. Oracle Knowledge Management provides the features of solution search, creation, and organization, and access to new solutions. The integration with Oracle Knowledge Management makes it possible for agents using Oracle TeleService to search for solutions to customer problems.
The Integration with Knowledge Management flow performs the following actions:
Searches for solutions by problem summary in the service request header
Searches solution by any word
Searches solution by all words
Verifies the results displayed in the following tabs:
Solutions
Service Requests
Categories
This section provides information on prerequisites, profile options, and data setups required to execute the Integration of with Knowledge Management flow.
Integration_With_Knowledge_Management
The following is a prerequisite for executing this flow:
User is logged in with the Service responsibility.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request | Account | 1608 |
| Create Service Request | Customer | Business World |
| Create Service Request | Type | Activate Service |
| Create Service Request | Status | Open |
| Create Service Request | Severity | High |
Not applicable.