Customer Support is a module of Oracle TeleService. It enables support specialists to effectively create, manage, and resolve customer issues. Its components like Service Desk offers a comprehensive employee help desk solution that improves the effectiveness and quality of internal support operations. Case management is targeted to meet the needs of law enforcement agencies, human and social services organizations, and claims and benefits departments.
This chapter describes the following test flows in Oracle Customer Support:
Create Service Request Task in Customer Support Specialist
Create Service Request Task in Service Desk Analyst
Create Service Request Task in Case Worker
User is logged in with Service, Standard responsibility.
Task types and task status.
Table 3-1 Profile Options for Oracle Customer Support
| Profile | Value |
|---|---|
|
Service: Default Operating Unit |
Vision Operations |
Table 3-2 Predefined Data for Oracle Customer Support
| Page Name | Field Name | Field Value |
|---|---|---|
|
Create Service Request |
Type |
Customer Call |
|
Severity |
High |
|
|
Status |
Open |
Not applicable.
Agents can create service requests and tasks in Customer Support Specialist.
Customers and contacts.
Not applicable.
Table 3-3 Predefined Data for Create Service Request Task Customer Support Specialist Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Update Service Request |
Task Type |
Activate Service |
Not applicable.