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Contents
List of Figures
Title and Copyright Information
Preface
Audience
JD Edwards EnterpriseOne Products
JD Edwards EnterpriseOne Application Fundamentals
Documentation Accessibility
Related Documents
Conventions
1
Introduction to JD Edwards EnterpriseOne Customer Relationship Management (CRM) Support Applications
1.1
JD Edwards EnterpriseOne CRM Support Applications Overview
1.2
JD Edwards EnterpriseOne CRM Support Applications Integrations
1.2.1
JD Edwards EnterpriseOne General Accounting
1.2.2
JD Edwards EnterpriseOne Accounts Receivable
1.2.3
JD Edwards EnterpriseOne Address Book
1.2.4
JD Edwards EnterpriseOne Advanced Pricing
1.2.5
JD Edwards EnterpriseOne Sales Order Management
1.2.6
JD Edwards EnterpriseOne Service Management
1.2.7
JD Edwards EnterpriseOne Capital Asset Management
1.2.8
JD Edwards EnterpriseOne Inventory Management
1.3
JD Edwards EnterpriseOne CRM Support Applications Business Processes
1.4
JD Edwards EnterpriseOne CRM Support Applications Implementation
1.4.1
Global Implementation Steps
1.4.2
Case Management-Specific Implementation Steps
1.4.3
Case Management Billing-Specific Implementation Steps
1.4.4
Solution Advisor-Specific Implementation Steps
1.5
Business Interface Integration Objects
2
Understanding CRM Support Applications
2.1
Support Applications
2.1.1
Case Management
2.1.2
Provider Groups
2.1.3
Escalation Methods
2.1.4
Solutions
2.1.5
Scripting
2.2
Case Processing
2.3
Hotkeys for CRM Support
3
Setting Up Case Management Fundamentals
3.1
Understanding Case Management Setup Requirements
3.2
Setting Up Case Management User Defined Codes (UDCs)
3.2.1
Understanding Case Management UDCs
3.3
Setting Up Case Management Constants
3.3.1
Form Used to Set Up Case Management Constants
3.3.2
Setting Up Case Management Constants
3.3.2.1
General
3.3.2.2
Case
3.4
Setting Up Processing Options for Case Management
3.4.1
Setting Processing Options for the Case MBF Processing Options Program (P90CG002)
3.4.1.1
Default
3.4.1.2
Display
3.4.1.3
Versions
3.4.1.4
Edits
3.4.1.5
Process
3.4.1.6
Vertex
3.4.2
Setting Processing Options for the Case Entry Program (P90CG504)
3.4.2.1
Versions
3.4.3
Setting Processing Options for the Case Update Program (P90CG501)
3.4.3.1
Version
3.4.4
Setting Processing Options for the Case CSS Inquiry and Add Program (P90CG900)
3.4.4.1
Versions
3.4.5
Setting Processing Options for the CSS Case Update Program(P90CG910)
3.4.5.1
Version
3.4.6
Setting Up Processing Options for the Tasks Program (P17504)
3.4.6.1
Defaults
3.4.6.2
Edits
3.4.6.3
Process
3.4.6.4
Versions
3.4.7
Setting Up Processing Options for the Work With Case Program (P17500)
3.4.7.1
Display
3.4.7.2
Defaults
3.4.7.3
Versions
3.4.7.4
Process
3.4.8
Setting Processing Options for Speed Case Entry (P90CG601) (Release 9.1 Update)
3.4.8.1
Display
3.4.8.2
Process
3.4.8.3
Versions
3.4.8.4
Edit
3.4.9
Setting Up Processing Options for Time Entry (P17505)
3.4.9.1
Process
3.4.9.2
Defaults
3.4.9.3
Versions
3.4.9.4
Vertex
3.4.10
Setting Up Processing Options for CRM Case Related Actions (P90CG503)
3.4.10.1
Versions
3.5
Setting Up Business Object Reservations
3.5.1
Understanding Business Object Reservations
3.5.2
Prerequisite
3.5.3
Form Used to Set Up Business Object Reservations
3.5.4
Using Business Object Reservations
3.6
Setting Up Required Fields
3.6.1
Prerequisite
3.6.2
Form Used to Set Up Required Fields
3.6.3
Setting Up Required Fields for Case Management
3.7
Setting Up Activity Rules
3.7.1
Understanding Case Activity Rules
3.7.2
Form Used to Set Up Activity Rules
3.7.3
Case Activity Rules Example
3.7.4
Setting Up Activity Rules
3.8
Setting Up Advanced Pricing Information for Cases
3.8.1
Understanding Advanced Pricing for Case Management
3.8.2
Prerequisite
4
Setting Up Provider Groups
4.1
Understanding Provider Groups and Escalation Methods
4.1.1
Notification Escalation Method
4.1.2
Skill-Level Escalation Method
4.2
Setting Up Provider Group User Defined Codes (UDCs)
4.2.1
Understanding Provider Group UDCs
4.3
Setting Up Provider Groups
4.3.1
Understanding Provider Groups
4.3.2
Prerequisite
4.3.3
Forms Used to Set Up Provider Groups
4.3.4
Setting Up a Provider Group
4.3.4.1
Provider Group Information
4.3.4.2
Associated Addresses
4.3.5
Assigning Provider Group Members Using Skill Levels
4.3.6
Assigning Provider Group Members Using Distribution Lists
4.4
Setting Up Queue Security
4.4.1
Understanding Queue Security
4.4.2
Form Used to Set Up Queue Security
4.4.3
Setting Up Queue Security
4.5
Setting Up Queue Properties
4.5.1
Understanding Queue Properties
4.5.2
Forms Used to Set Up Queue Properties
4.5.3
Setting Up Queue Properties
4.6
Setting Up Routing Information
4.6.1
Understanding Routing Sequences and Rules
4.6.2
Forms Used to Set Up Routing Information
4.6.3
Setting Up Routing Sequence
4.6.4
Setting Up Routing Rules
4.7
Setting Up Case Types
4.7.1
Understanding Case Types
4.7.2
Forms Used to Set Up Case Types
4.7.3
Setting Up Generic and Provider-Group-Specific Case Types
4.8
Setting Up Case Priorities Using Notification Escalation Method
4.8.1
Understanding Priorities and Escalations
4.8.2
Forms Used to Set Up Priorities
4.8.3
Setting Up Generic and Provider-Group-Specific Priorities
4.9
Setting Up Priorities Using Skill-Level Escalation Method
4.9.1
Understanding Priorities and Escalations
4.9.2
Forms Used to Set Up Priorities
4.9.3
Setting Up Generic and Provider Group-Specific Priorities
4.10
Setting Up Processing Options for the Work With Provider Groups Program (P17506)
4.10.1
Versions
4.10.2
Default
4.10.3
Display
5
Understanding Case Management Billing
5.1
Understanding Billing in Case Management
5.1.1
Prerequisite
5.2
Understanding Pricing Methods
5.3
Understanding Multicurrency in Case Management Billing
5.4
Understanding Case Management Automatic Accounting Instructions (AAIs)
5.4.1
Hierarchy for General Ledger Class Codes for Cases
5.4.2
Hierarchy for Responsible Business Unit for Cases
6
Setting Up and Managing Scripts
6.1
Understanding Scripting
6.2
Creating Script Components
6.2.1
Understanding Script Components
6.2.1.1
Answers and Answer Sets
6.2.1.2
Variables and Tokens
6.2.1.3
Rate Sets
6.2.1.4
Questions
6.2.1.5
User Defined Codes for Scripting
6.2.2
Forms Used to Create Script Components
6.2.3
Creating Answer Sets
6.2.4
Attaching Answers to Answer Sets
6.2.5
Translating Answers
6.2.6
Creating Variables
6.2.7
Creating Tokens
6.2.8
Creating Rate Sets
6.2.9
Creating Questions
6.2.10
Translating Questions
6.3
Creating Scripts
6.3.1
Understanding Script Creation
6.3.1.1
Scoring Scripts
6.3.1.2
Scripting Trees and Nodes
6.3.1.3
Validating Scripts
6.3.1.4
Tips for Creating Linear Scripts
6.3.1.5
Tips for Creating Branch Scripts
6.3.1.6
Cloning Scripts
6.3.1.7
Adding Items to a Script
6.3.2
Forms Used to Create Scripts
6.3.3
Creating a Script Header
6.3.4
Creating a Linear Script
6.3.5
Creating a Branch Script
6.3.6
Validating a Script
6.3.7
Translating a Script Exit Message
6.3.8
Cloning a Script
6.4
Managing Scripts
6.4.1
Understanding Script Management
6.4.1.1
Scripts, Cases, and Work Orders
6.4.1.2
Script Instances
6.4.1.3
Related Objects
6.4.2
Prerequisites
6.4.3
Forms Used to Manage Scripts
6.4.4
Running a Script from a Case or Work Order Using Solution Advisor
6.4.5
Running a Script from a Case or Work Order Using Related Actions
7
Setting Up Solution Advisor
7.1
Understanding Solution Advisor
7.1.1
Advanced Text Search
7.2
Prerequisite
7.3
Setting Up Solution Advisor User Defined Codes (UDCs)
7.4
Creating Solutions
7.4.1
Understanding Solutions
7.4.1.1
Related Objects
7.4.1.2
Attachments
7.4.2
Forms Used to Create Solutions
7.4.3
Creating a Solution
7.5
Creating Solution Libraries
7.5.1
Understanding Solution Libraries
7.5.2
Forms Used to Create Solution Libraries
7.5.3
Creating a Solution Library
7.6
Updating the Usage and Solved Count
7.6.1
Understanding the Usage and Solved Count
7.6.1.1
Solved Count
7.6.1.2
Usage Count
7.6.2
Running the Frequently Used Solution Processing Program (R90CE01)
8
Entering Cases
8.1
Understanding Cases
8.1.1
Speed Case Entry (Release 9.1 Update)
8.2
Entering Basic Case Information
8.2.1
Understanding Basic Case Information
8.2.2
Prerequisite
8.2.3
Forms Used to Enter Basic Case Information
8.2.4
Entering Basic Case Information
8.2.4.1
Customer
8.2.4.2
Dates/Times
8.2.4.3
Additional Information
8.2.4.4
Category Codes
8.3
Entering Billing Information for a Case
8.3.1
Prerequisite
8.3.2
Form Used to Enter Billing Information for a Case
8.3.3
Entering Billing Information
8.3.3.1
Customer Info
8.3.3.2
Pricing Info
8.3.3.3
Billing Amounts
8.4
Working with Solutions
8.4.1
Understanding Solutions
8.4.1.1
Resolution Statuses
8.4.1.2
Resolution Process
8.4.2
Prerequisites
8.4.3
Common Fields Used in This Section
8.4.4
Form Used to Work with Solutions
8.4.5
Assigning Solutions to a Case
8.4.6
Sending Solutions
8.4.6.1
Detail
8.4.7
Reviewing Frequently Used Solutions
8.4.8
Searching for Solutions to a Case
8.4.8.1
Forms Used to Search for Solutions to Cases
8.4.8.2
Basic Search
8.4.8.3
Advanced Search
8.5
Entering Activities for a Case
8.5.1
Understanding Case Activities
8.5.2
Forms Used to Enter Activities for a Case
8.6
Entering and Reviewing Related Actions
8.6.1
Understanding Related Actions
8.6.1.1
Relating a Script to a Case
8.6.2
Forms Used to Relate Actions to a Case
8.7
Entering Comments (Attachments)
8.7.1
Understanding Comments
8.7.2
Form Used to Enter Comments
8.8
Creating Tasks
8.8.1
Understanding Tasks
8.8.2
Forms Used to Create Tasks
8.8.3
Creating a Task
8.9
Using the Case History Form
8.9.1
Understanding Case History
8.9.2
Forms Used to Access Case History
8.10
Using Related Links
8.10.1
Understanding Related Links
8.10.2
Form Used to Access Related Links
8.11
Entering and Updating Cases Using the Speed Case Entry Program (P90CG601) (Release 9.1 Update)
8.11.1
Understanding Speed Case Entry
8.11.2
Forms Used to Enter and Update Cases Using Speed Case Entry Program (P90CG601)
8.11.3
Updating Cases Using the Speed Case Entry Program
8.11.3.1
Case header
8.11.3.2
Customer
8.11.3.3
Issue Description
8.11.3.4
Attachments
8.11.3.5
Case Detail
8.11.3.5.1
Case Severity:
8.11.3.5.2
Dates/Time:
8.11.3.6
Product Information
8.11.3.7
Category Codes
8.11.3.8
Additional Information
8.11.3.8.1
Accounting Information:
8.11.3.8.2
Partner:
8.11.3.8.3
Provider Group:
8.11.3.8.4
Contract Information:
8.11.3.9
User Reserved Fields
8.12
Entering and Reviewing Related Actions for Speed Case Entry (Release 9.1 Update)
8.12.1
Understanding Related Actions for Speed Case Entry
8.12.2
Forms Used to Relate Actions to a Case for Speed Case Entry
9
Working with Escalations
9.1
Escalating (Promoting) Cases
9.1.1
Understanding Escalation Using Notification Method
9.1.2
Understanding Escalation Using Skill-Level Method
9.1.2.1
Skill-Level Escalation Example
9.1.3
Prerequisite
9.2
Managing Case Escalations Using Skill-Level Escalation Processing
9.2.1
Understanding Escalation Processing When Parameters Change
9.2.1.1
Case Reassigned to Another Provider Group Member
9.2.1.2
Unavailable Provider Group Member
9.2.1.3
Change in Priority
9.2.1.4
Change in Commitment Date and Time
9.2.1.5
Call Center Closed During Escalation
9.2.1.6
Not Enough Provider Group Members
9.2.1.7
Case Reassigned After Resolution Warning Issued
9.2.1.8
Change in Provider Group
10
Resolving Cases
10.1
Understanding Case Resolution
10.2
Entering Service Work Orders for Cases
10.2.1
Understanding Service Work Orders
10.2.2
Forms Used to Enter Service Work Orders for Cases
10.3
Closing Cases
10.3.1
Form Used to Close Cases
10.3.2
Closing a Case
10.4
Charging Time to Cases
10.4.1
Understanding Case Time Entry
10.4.2
Prerequisites
10.4.3
Form Used to Charge Time to Cases
10.4.4
Charging Time to a Case
10.5
Generating the Case Workfile
10.5.1
Understanding the Case Workfile
10.5.2
Form Used to Generate Case Workfile
10.5.3
Setting Processing Options for Case Workfile Generation (R17675)
10.5.3.1
Process
10.5.3.2
Display
10.5.3.3
Defaults
10.5.3.4
Vertex
A
Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications
A.1
Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications
A.1.1
Halt Workflow
A.1.1.1
Description
A.1.1.2
Workflow Objects
A.1.2
Past Due Message
A.1.2.1
Description
A.1.2.2
Workflow Objects
A.1.3
Past Due Work Flow
A.1.3.1
Description
A.1.3.2
Workflow Objects
A.1.4
Escalation Message
A.1.4.1
Description
A.1.4.2
Workflow Objects
A.1.5
Escalation Warning
A.1.5.1
Description
A.1.5.2
Workflow Objects
A.1.6
Initial Escalation Message
A.1.6.1
Description
A.1.6.2
Workflow Objects
A.1.7
Past Due Warning Message
A.1.7.1
Description
A.1.7.2
Workflow Objects
A.1.8
Process Call Status Change
A.1.8.1
Description
A.1.8.2
Workflow Objects
A.1.9
Call Escalation Workflow Process
A.1.9.1
Description
A.1.9.2
Workflow Objects
B
JD Edwards EnterpriseOne CRM Support Applications Reports
B.1
JD Edwards EnterpriseOne CRM Support Applications Reports: A to Z
B.1.1
Support Applications Reports
B.1.2
Action Plan/Activity Reports
B.1.3
Competitor Reports
B.1.4
Customer Reports
B.1.5
Employee Report
B.1.6
Partner Report
B.1.7
Contact Reports
B.1.8
Product Catalog Report
B.2
JD Edwards EnterpriseOne CRM Support Applications Selected Reports
B.2.1
R17670 – Case Detail/Summary
B.2.2
Processing Options for Case Detail/Summary Report (R17670)
B.2.2.1
Defaults
B.2.2.2
Print
B.2.3
Processing Options for Case Statistics by Assignee (R17671), Case Statistics by Product (R17672), and Case Duration Statistics by Product (R17673)
B.2.3.1
Defaults
B.2.4
Processing Options for Case Print Report (R17674)
B.2.4.1
Print
B.2.5
Processing Options for Escalation Processing Report (R17680)
B.2.5.1
Print
B.2.6
Processing Options for Employee Phone List Report (R90CA0101E)
B.2.6.1
Defaults
B.2.7
Processing Options for Contacts for a Customer Report (R90CA0111A)
B.2.7.1
Defaults
B.2.8
Processing Options for Customer Partner List Report (R90CA01B)
B.2.8.1
Defaults
B.2.9
Processing Options for Contact Address Avery 5163 Report (R90CA070AA), Contact Address Avery 5160 Report (R90CA070B), and Contact Address Avery 5161 Report (R90CA070C)
B.2.9.1
Defaults
B.2.10
Processing Options for Customer/Contact Summary – Sel Report (R90CA080B)
B.2.10.1
Defaults
B.2.11
Processing Options for Customer Summary – Selected Report (R90CA080G)
B.2.11.1
Defaults
B.2.12
R90CA1301B – Activities By A Customer Contact
B.2.13
Processing Options for Activities By A Customer Contact Report (R90CA1301B)
B.2.13.1
Defaults
B.2.14
R90CA13D – Periodic Planner
B.2.15
Processing Options for Periodic Planner (R90CA13D)
B.2.15.1
Process
B.2.15.2
Print
B.2.16
Processing Options for Cases by Customers Report (R90CG700), Cases by Priority Report (R90CG701), Cases by Status Report (R90CG702), and Cases By Type Report (R90CG703)
B.2.16.1
Process
B.2.16.2
Print
B.2.17
Processing Options for Cases Status By Agent Report (R90CG704) and Case Analysis By Product Family Report (R90CG705)
B.2.17.1
Process
Glossary
Index
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