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Process of Creating a Service Request

To create a service request, perform the following tasks:

  1. Verify the customer information and record the service issue.
  2. Use service scripts to consistently apply company procedures, such as identifying problems and escalating issues.

    For more information about scripts, see Using Service Request Scripts.

  3. Assign service requests to service representatives, see Assigning Service Requests.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.