This appendix provides information about windows in the Oracle Forms-based module user interface. It is intended for online reference only.
This appendix covers the following topics:
Use the Service Request window to manage customer or employee requests for service from the initial contact until the problem is resolved. This window is designed for use by Tier-2 customer support agents.
Information is available on the following:
In the window header you can:
Search for and enter customer, contact, and incident information
Note: Use the Maximize or Minimize Header button (plus sign at the top right hand corner of the window) to reveal additional header information. To open the Service Request window in a maximized mode, you need to set the Service: SR Form Open Mode profile option to Maximized.
Use the Dashboard button to view profile checks for the customer, contact, employee, account, and party site. You can drill down to the detailed list of the records and navigate to the details from the dashboard, similar to the Dashboard tab in the Contact Center. The Refresh button on the Dashboard form allows you to partially refresh the key indicators or refresh all the profile checks.
Note: If you enter the product information before selecting the service request type or severity, the entitlement check is not performed on the instance number, serial number, tag number, and the Search Installed Base window. You must then click the Get Contracts button to get the best contract.
Enter the serial number, instance number, or tag number to display the customer product that is the subject of the service request. The instance number is the Oracle Installed Base identifying number.
Use the Service: Restrict Installed Base by Incident Address profile option to display products at a specific site. You can select one of the following values:
Yes - To display all instances whose current location in the installed base matches the incident address.
No – To display all products that are owned by the selected customer.
Enter the incident address. You can either select an existing address from the database or enter the address as text by selecting the One Time Address check box. One time addresses are not stored as customer addresses in your database. Use the Addresses tab in the Contact Center to create permanent addresses.
Use the Service: One Time Address Format profile option to determine which format to use for creating and updating the one time incident address. You can use either the global format or the free form format. The one time incident address is validated against TCA Geography setup if the value in the Service: Validate One-Time Address Against TCA Geography profile option is Yes. The incident address is displayed in the flexible address format if the value in the Service: One-Time Address Format profile option is Global Format. The style of the flexible address format is based on the country of the address. During the creation of the one time incident address the Country field in the Incident Address group is displayed based on the value specified in the AOL Default Country profile option. You can change the default value by selecting another country from the Country list. Use the AR: Remit HZ Address Flexfields profile option to enter the address information in TCA Address Flexfields page.
Click the Search Incident Address icon in the Incident Address group to search for and select an incident address from the database. You can search by customer name, site name, address, city, postal code, customer number, site number, state, county, account, addressee, site phone, country and province.
The service request incident address details appear in the task location unless the task location is manually changed to a different location.
A party site and location is created for each one time incident address and is linked to the service request customer party. When the existing one time addresses are migrated to TCA party sites, only fields that are currently supported by TCA are migrated, and fields that are not migrated remain in the service schema.
Use the Service: Address Filter Options profile option to filter the incident addresses. You can select from the following values:
Customer Sites Only – To display
- all active party sites for the selected incident customer, if the customer is selected, or
- all party sites for the selected customer party and the incident customer is not selected, or
- all active party sites if neither the incident customer nor the customer party is selected.
Customer Sites and Locations – To display
- all active party sites for the selected incident customer and all freestanding locations, if the incident customer is selected, or
- all active party for the selected customer party and all freestanding locations, if the incident customer is not selected.
- all active party sites and all freestanding locations if neither the incident customer nor the customer party is selected.
All – To display
- all active party sites and freestanding locations. Party type includes person, organization, and relationship.
Null - To display
- all active party sites and freestanding locations, if the customer is not selected. Party type includes person, organization, and relationship.
- all active party sites, if the customer is not selected. Party type includes person and organization.
Enter the incident customer. The incident customer is displayed based on customer party or the party associated to the selected incident address. If the Service: Address Filter Option profile option is set to Null, the Incident Customer field is disabled. The Incident Customer list displays all parties if the customer is not selected on the Service Request header. When a customer is selected on the Service Request header, the Incident Customer list displays all parties related to the Service Request Customer Party (organization, person, relationship).
When the incident address is displayed the incident customer is displayed based on the TCA relationship between the Service Request (SR) Customer Party and the Install Base (IB) Current Location Party. If the Service Request Customer Party and the Installed Base Current Location Party are not related then the incident customer and incident address are null.
Classify the customer problem using the Type field. Choosing the type affects the assignment of this service request to other agents for resolution, and determines who can view and update the service request. A service request type can also trigger the application to populate the service request with tasks designed to solve that type of problem, to specify the contractual response and resolution times, and even to launch Oracle Workflow processes.
Use the Status field to specify where the service request is in its progress towards resolution. Choosing the correct status is important because some statuses can lock the service request so it cannot be updated, or launch an approval process.
Use the Severity field to indicate the importance of this service request. The severity determines its priority in automatic work assignments.
Reassign the service request to another group or an individual using the Group or Owner fields. If you have automatic assignment implemented, you can have the application do the assignment for you simply by leaving these fields blank. Or you make the assignment with the assistance of the Assignment Manager module by clicking the Assign Group or Assign Owner buttons to the right.
Use the Service: Date to Calculate SLA profile option to select the date to calculate the SLA. The available values are as follows:
Reported Date: This calculates the Respond By date based on the Reported Date and the reaction time and the Resolve By date based on the Reported Date and the resolution time.
Created On Date: This calculates the Respond By date based on the Created On Date and the reaction time and the Resolve By date based on the Created On Date and the resolution time.
You can send an e-mail to the service request primary contact by clicking the Open Email Compose Window to the right of the Email field. If you have Oracle Email Center implemented, the e-mail can automatically populate with service request details. The e-mail you send is recorded in interaction history.
You can create and update a service request by providing all the mandatory information in the service request header region. You can enter information for the following fields in the header region: Problem Summary Field, Problem Code, Urgency, Error Code, Notes, and Extensible Attributes.
Identify duplicate service requests. For more information, see Setting Up Duplicate Checking
Specify the credit card information for billing the customer. The credit card information entered at the SR header level is cascaded down to the charge line level. You can manually change the credit card information at the charge line. If you change the credit card information at the SR header level, these changes are cascaded down to the charge line if the credit card is not changed manually and the bill to account is same as the bill to account on the SR header.
You can set up system profiles that speed up service request creation by defaulting all the required fields except the problem summary. For a list, please see System Profile Options You Can Use to Default Information in Service Requests.
Use the Subject tab to:
View the customer's installed base information or add a new product that is not yet registered.
The Instance Configuration, Instance Detail, and Register Instance buttons launch Oracle Installed Base in a separate browser window.
View and choose service contracts coverage for the customer or item.
The Get Contracts button searches for applicable contracts. Choosing the Entitled Contracts option restricts the search to those contracts currently in effect.
View the name of the coverage, the coverage description, and the type of coverage. You can also view the coverage details for a contract by clicking the Details button (glasses icon).
Use the Workbench tab to:
Enter the customer problem in the problem summary field.
The summary you enter is used for knowledge management searches. The problem summary entered when creating a service request is updated in the Subject field of the Service Request Task tab. The subject field is updated only for the first manually created task.
Classify the problem with optional problem codes.
Problem codes provide a standard way of classifying the customer problem. The problem codes that are available vary by service request.
View and enter response and resolution times.
The application automatically enters the response and resolution times for the service request type you have chosen based on the service contract you have selected in the Subject tab or based on a default service level agreement the administrator has entered.
Search the knowledge base for possible solutions by clicking the Search Knowledge button.
The results of the search appear in a separate browser window. If a solution proves useful, you can link that solution to the service request. The linked solutions appear in the Solutions region.
View the details of the linked knowledge management solutions, by clicking the eye-glass button.
View and enter notes related to the service request
You can specify who can view a note by setting its Visibility:
Private: This note can be viewed only by you.
Public: Viewable by all Oracle E-Business Suite application users.
Publish: Viewable by all Oracle E-Business Suite application users as well as external customers.
You can use the Note Type field to classify the note.
View a log of the service request changes in a separate window according to the selected time zone. Some of the details that you can view are service request audit information, notes, interactions (activities), and task audit information including task number, task status, task notes, and the task address. Tasks details are displayed if you select the All or the Task check boxes in the Log and Notes form. You can also view the same details from the Service Request header and the Service Request tab of the Contact Center
The Print Friendly button displays the notes in a separate browser window. You can select the agent, server, contact, or the customer time zone format to view the notes.
The Log and Notes button displays notes along with the log of service request changes in a separate window.
Use this tab to enter contacts (customer contacts or your organization's employees) for the service request.
The contact you designate as primary is the one that appears in the service request header. By default, you can view only active contacts. Select the Include Inactive check box to view inactive contacts on the service request. You can reactivate contact points that were previously inactivated by deselecting the Inactive check box for the contact point.
Select the Inactive check box to inactivate a contact point. However, a primary contact cannot be inactivated if the contact is the only contact for that service request and the Service: Make Contact Mandatory profile option is set to Yes.
Your application administrator can have the contacts automatically notified whenever the service request is updated.
You can create new customer contacts or edit contact information, by clicking the Create Edit Contact Button to the right of the tab.
The Bill To and Ship To addresses become the primary addresses for any shipments or billing for this service request. You can enter the credit card details in the Bill To Address region. Specify the following information to enable selection of a credit card to make payments by specifying the following information – credit card number, cardholder, card type, and the card expiration date. Use the folder functionality to enable the credit card fields in the Bill To address region.
The credit card number list displays registered credit cards for the selected account and displays the credit card type, cardholder, and the expiration date based on the selected credit card number. This field is enabled if the Bill-To account value is available. If Bill To Account is cleared, this field is disabled. If Bill-To account is modified, this field is cleared and if the service request is in a read-only state, this field is disabled. The card number is displayed in an encrypted format based on the setup in the Oracle Payments. The system administrator can choose to display the credit card in an encrypted format and the format it uses. For example, if the actual credit card number is 1234123412341234, it can be displayed as xxxxxxxxxxxx1234 on the Card Number list based on the setup in Oracle Payments.
When you select a card number from the list, other details such as cardholder name, card type, and the expiration date are automatically displayed.
Use the Service: Default Bill To and Ship To Address Options profile option to set the Bill To and Ship To addresses. You can select from the following values:
Default from Customer: This sets the Bill To and Ship To addresses based on the customer’s primary address on the Service Request header.
Default from Installed Base: This sets the Bill To and Ship To addresses based on the respective addresses defined in the item instance of the service request. If the Bill To and Ship To addresses are not defined in the item instance or these addresses do not have a valid relationship with the SR’s customer party as defined in TCA, then the Bill To and Ship To addresses are set based on the customer’s primary address on the Service Request header.
Use this tab to create and manage tasks that must be performed in the resolution of the service request.
You can create tasks manually by using the new record icon or by using a task template (Use Template button) on the Task Tab. For more information, see About the Create Tasks from Template Group Window.
If the Restrict Closure check box is enabled, you can select it to prevent the service request from being closed before this task has been completed. Service requests and tasks can be closed independently of each other unless you do so.
The Assignee of the task is the individual who will perform the work. The Owner of the task is the person who supervises its completion. They can be the same person.
You can filter the task assignee based on the owner of the task if the owner type is a group resource and the assignee type is either an employee resource or a supplier contact.
You can assign the task manually, permit the application to assign the task automatically, or use the Assignment Manager or the Advanced Scheduler application modules by clicking the Assignment Manager button. See your application administrator for the methods and procedures appropriate for your implementation.
You can specify the date for resolution of a task in the service request. Enter the planned, scheduled and actual start and end dates. You can use the Service: Options to Default the Task Planned End Date profile option to calculate the default planned end date for a service request task. You can select any of the following values:
Respond By: To set the planned date the same as the Respond By date on the service request. If the response date is not specified then the planned end date is calculated as planned start date plus the value specified in the above profile option. If none of the values are specified, then the system date is taken as the default planned end date.
Respond By, if null use (resolve by less planned effort): To set the planned date the same as the Respond By date on the service request. If the response date is not specified in the service request, then the planned end date is calculated as the Resolve By date less the planned effort. If none of the values are specified, then the planned end date is calculated as planned start date plus the value specified in the above profile option.
Resolve By: To set the planned date the same as the Resolve By date on the service request. If the response date is not specified in the service request then the planned end date is calculated as planned start date plus the value specified in the above profile option. If none of the values are specified then the system date is taken as the default planned end date.
The scheduled end date for a task is calculated based on the scheduled start date and the planned effort. If the planned effort is changed, then the scheduled end date changes accordingly
The Actual Start Date on a task is set to the current system date when the task status with the Working check box is selected for the first time. The Actual End Date is automatically set to the current system date when the status is changed to a status for which the Working check box is deselected (a non working status) and the actual start and end dates have no value. The actual start and end dates can be overridden either manually or when the task is debriefed.
Each task of a service request has its own address. The incident address from the service request is also displayed as the task address, which can be changed by specifying a different address from the Task Address list. The Task Address list displays all values as shown in the service request header incident address and the one time address, if the service request incident address is a one-time address. If you change the service request incident address, the same is copied to the task except when the task address is changed manually.
If you are creating a task that will require a dispatch of an engineer to the customer site, then make sure that you select a dispatch task type and that you have entered an incident address. For Field Service tasks you can provide additional information by using the following buttons:
The Parts Requirements button allows you to enter, query, or update parts requirements associated with Field Service tasks.
The Skills Assignment button allows you to enter, query, or update skills associated with Field Service tasks.
The Access Hours button allows you to enter or update access hours associated with Field Service tasks. Access hours are automatically generated for field service tasks based on the value in the CSF: Automatic Association of Access Hours to Field Service Task profile option.
Your system administrator can set up tasks that are automatically populated here for the service request type you have selected.
You can seek customer confirmation on the time when the customer would be able to meet a technician using the Confirmation drop-down list of values. A customer confirmation receipt can be Required, Not Required, or Received. The Confirmation drop-down list is not available when a task status is working, completed, or closed.
You can attach and view files to a service request task. The Attachments button is enabled only if you can update the task.
You cannot manually assign an overlapping Field Service task to a technician. A warning message is displayed if you do so. Click Yes in the message to create the task and No to stop the process and specify a new scheduled start date. An overlapping task can belong to the same or different service requests.
Use this tab to view service request interactions. An interaction comprises all the activities between the time agents receive a call or start an interaction until they end the interaction or wrap up the call. An interaction can have multiple activities. Some activities, including service request updates, the creation of associated tasks, and the sending of e-mails, are automatically recorded by the application. Agents can add information on other activities, such as customer meetings and visits, in the Call Wrap-up window.
If you want to view any e-mails sent in the context of the service request, the search for and double click on the activity of type "Composed a new outbound e-mail."
Use this tab to specify the relationship of this service request to other service requests and to other objects such as a maintenance plan.
For example, you can use this tab to specify that a service request is a duplicate of another, or the cause of another.
The following table explains the relationships yo u can specify for the linked object:
| Relationship | Action | Example |
|---|---|---|
| Caused by | Linking service request A to service request B using a “Caused by” relationship indicates that A is caused by B. | A customer contact calls to say his e-mail is not working. You log service request A only to discover that the system administrator has already logged service request B to track this problem. The contact's e-mail is not working because the e-mail server is down. You create a “Caused by” link in A to B. The application automatically sets the status of A, the contact's service request, to “Waiting”. When the system administrator resolves the e-mail server failure and closes the server problem service request B, then the application automatically updates the service request status of A to “Clear”. |
| Duplicate of | Linking service request A to service request B with the “Duplicate of” relationship indicates that A is a duplicate of B. | All call center agents have been notified of the e-mail outage. Subsequently, an employee logs a ticket to report the e-mail outage. The agent who is assigned to work on the service request identifies it as a duplicate and enters the “Duplicate of” link. The application automatically closes the employee's service request with the resolution code of “Closed as Duplicate” and a reference to the service request already logged for the e-mail outage. |
| Refers to | If service request A “Refers to” service request or document B, this means that B has information relevant to A. The application automatically creates the reciprocal “Reference for” relationship from B to A provided both documents are service requests. Agents can use this type of relationship for linking a service request to another object, such as a maintenance plan. |
An agent working on a service request remembers that he created a similar service request for another customer. By creating a link to that old service request, he makes it possible for others to refer to it. |
For a detailed overview of linking, see Service Request Linking to Specify Duplicates and Other Relationships.
The Service History tab displays service requests for the customer. You can filter by a specific instance, instance component, instance sub-component, item and customer, item component, and item sub-component.
The application does not display service requests that were created for customers who may have owned the item instance in the past. This can happen when item instances that have been transferred from one customer to another.
You can use the Charges tab to bill customers for service and to handle returns.
The following table describes the subtabs through which you can enter and view charges.
| Subtab Name | Function |
|---|---|
| Action | View, edit, and enter the activity type and specify quantity for the charge line. Activities include, for example, labor, expenses, and returns. |
| Item Instance | View and edit information for charge lines related to installed base items. |
| Pricing | View and adjust pricing information derived from the pricing rules. |
| Pricing Rules | View and edit the information that controls the way an item is priced. |
| Bill To | View and modify billing information. This is defaulted from the service request's Address tab. |
| Ship To | View and modify shipping information. This is defaulted from the service request's Address tab. |
| Order Details | View and edit additional information for creating an order. |
| Order Status | View information about an order submitted to Oracle Order Management. |
| Source | If a charge line originates from an Oracle Field Service debrief or from an Oracle Depot Repair repair order, you can view the original documents from this tab. |
Key fields include:
Charge Line
Choose Estimate for creating charge estimates. Choose Actual for actual charges.
Operating Unit
Defaulted to the organization which recognizes the debit or credit from this charge line. The organizations you can select from are specified by the administrator.
Business Process
Defaulted by the service request type. The business process determines which contracts apply and the level of coverage a customer may receive. For example, a customer may have a service agreement that covers labor for customer support, but not field service labor. The selection you make here determines the list of values (LOV) in the Service Activity field.
Service Activity
Enter the purpose of this charge line, for example, Return, Labor, and Expenses. The selections are specified by your administrator.
Item
Inventory number of the labor, material, or expenses item. You must make an entry in this field even if you are entering a charge line for an installed base item a customer is returning.
Revision
Revision code for the inventory item. This field is enabled automatically when you enter an inventory item number that is revision controlled.
Billing Type
Read-only field that displays an Oracle Inventory item attribute. The type can be material, labor, expense, and other user-defined types.
UOM
Unit of Measure. The value defaulted in this field depends on the item you selected.
The following table describes key buttons and check boxes in the Charges tab:
| Name of Button or Check Box | Function |
|---|---|
| Auto Generate button | Pulls in-progress lines from Field Service Debrief. The button allows a billing clerk to determine the charges incurred thus far on a task that has not yet been completed. The charge lines created when this button is selected have a charge line type of In-Progress and are only temporary. When the task has been completed, these lines are overwritten by the actual charges incurred by the customer. |
| "Charge line status details" button (button with ellipsis on the Action subtab) |
Displays a note with the details for a particular line status. This note can be used to review field service charges that have been restricted or failed automatic submission criteria to be inspected manually. |
| Charges Report button | Displays a simple Charges report that contains basic information about charge lines related to a specific service request. |
| Copy to Actual button | Copies an estimate line and creates a new actual charge line. |
| Display Contract | Allows you to look at the coverage for the currently selected charge line, using the Contracts Coverage window. |
| No Charge check box | Determines whether a charge line should be submitted to the customer for billing. |
| OM Interface check box | Causes the charge line to be eligible for an order in Order Management. If this box is cleared, then the charge line will not result in an order line when charges are submitted. Its default value is determined based on the setup of the service activity code. |
| Submit button | Submits to Oracle Order Management all charge lines of type Actual that have not yet been submitted and have the OM Interface check box selected. Creates orders and order lines and records changes in the Oracle Installed Base installation details. |
The following table describes key fields.
| Field | Description |
|---|---|
| Billing Type | Oracle Inventory item attribute that indicates the type of item, including material, labor, expense, and other user-defined types. |
| Business Process | Used to group service activity codes to be used for charge and contract purposes. On a charge line, after the Service business process has been selected, the Service Activity Codes LOV is limited to those types that are associated with the selected Service business process. On a contract, a coverage is created for a specific Service business process. In this way, you can control which service activity codes are covered by a contract. The contract LOV on the charge line is limited to those contracts that cover the selected Service business process. Examples of Service business processes are Field Service, Depot Repair, and Customer Support. |
| Order Management Mapping | Each service activity billing type maps to a specific type of Order Management order header and order line type. Because Order Management header and line types are not used across operating units, the Charges setup process allows a unique header and line type to be associated with a Service activity billing type for each operating unit. These are retrieved and used when orders are created in Oracle Order Management. |
| Service Activity | Indicates what the charge line is for. For example, return, installation, removal, or preventative maintenance. |
This tab displays any associated Oracle Enterprise Asset Management work orders.
Use this tab to review any Oracle Complex Maintenance Repair, and Overhaul maintenance requirements relevant to the service request.
Your application administrator can create two custom tabs for additional data entry.
This window makes it possible for you to add to a note additional text up to 32,000 characters in length.
Note: The additional text you enter in the Note Details window is not visible in the notes log or notes summary, and is not used by the application for knowledge base solution searches. You cannot search on this text.
Use this window to create additional contacts for a customer.
You must choose an existing customer address for the contact using the Select Address button (immediately to the right of the Address line). While you cannot enter new addresses here, you can edit the address using the Address Details button located to the right of the Select Address. (This is the button with an ellipsis icon).
If you need to create a new address, please do so in the Contact Center.
Click on the topic you wish to view:
Use this window to find customer service requests. You can save frequently used search criteria for reuse.
Use the Basic tab to search by individual search criteria. You can search for service requests based on customer name, customer number, customer account, customer city, customer postal code, customer country, customer site name, customer site number, and customer site addressee. You can also search using wildcard (%) for serial, tag and incident address fields such as Site Name, Site Number, Addressee, Address, City, State, Postal Code, County and Province.
You can search for requests based on either the name of the customer or instance, or the incident address. Click the search icon for customer, instance, or the incident address to display the respective search form. Based on the criteria that you specify in this window, the other service request details are populated in the Find Service Request window.
Based on the criteria that you specify in this window, search results are displayed in the Find Service Request window.
You can set the default values for the contact type and customer type lists by specifying the value in the following profile options.
Service: Default Contact Type in Find Service Request – Use this profile option to set the default value for the Contact Type list. The available values for this profile option are Contact and Employee.
Service: Default Party Type in Find Service Request – Use this profile option to set the default value for the Customer Type list. The available values for this profile option are Person and Organization.
You can search for requests based on the incident address. If the One Time Address check box is selected, then service requests whose incident addresses are marked as one time addresses only are displayed, else all service request are displayed.
You can search the text of service request summaries and notes with the following options:
Any Word: Finds service requests with notes or problem summaries that contain any of the key words.
All Words: Finds service requests with notes or problem summaries that contain all the key words in any order.
Phrase: Finds service requests with notes or problem summaries that contain an exact match of the key words.
Use the Advanced tab to search by ranges of one or more criteria, for example, to search for all the service requests you must respond to by the end of the month, all service requests with a specific status, or all service requests with the same incident address.
If you enter multiple search conditions on the Advanced tab, all of them must be satisfied in the search results.
Use this window to specify a template you want to use to create tasks for your service request. The templates themselves must be set up by your application administrator.
In the Template Group field, select the template group based for the tasks you want created.
The Source Document field must display "Service Request" as the tasks are being created for a service request.
Source Value populates with the service request number. You can select a different service request number if you wish to create the tasks for a different service request.
Owner Type and Owner fields are defaulted from system profile options. You may change these values. Task Owners are the individuals responsible for ensuring the tasks are completed, not necessarily the individuals performing them (task assignees).
Choose the type of report you want using the Template list. For example, you may be able to choose from a detailed and a summary report.
The Locale field specifies the language of the report.
Choose a format for the report, for example, HTML, PDF, or RTF.
Choose the time zone for which you want to generate the report. You can select the agent, server, contact, or the customer time zone format to view the report.
Click Run to generate the report.
You can use this window to view the log of activities in a service request, the notes entered, and enter new notes.
Note:
Use the check boxes at the top of the window to filter the log display. The Audit check box restricts the display to service request changes only. Knowledge to the linked knowledge base articles.
Use the Time Zone list to select the time zone for the incident. You can select the agent, server, contact, or the customer time zone format to view the audit log and notes for the service request.
The New button creates a new note.
The Print Friendly Format button makes it possible for you to create a log report in a number of formats including PDF, HTML, and RTF.
Use this window to enter educational and employment histories and other personal information about consumers. Your organization may track this information for marketing campaigns and other sales activities.
This window displays key information about the customer. Clicking Refresh updates the information. You can view more information about the customer and drill down to individual items on the Contact Center's Dashboard tab.
The application monitors customer statistics and alerts you with a message or a script whenever the customer you are working on meets the conditions specified by the application administrator. For example, the application can alert you when a customer has a contract that is scheduled to expire and includes a script you can launch that can show you how to handle the contract renewal process with the customer.
Notes:
Remind Later: minimizes the window and allows you to address the issue later.
After you click this button, the label changes to Remind Now and the minimized window is positioned in the upper left corner of the Contact Center window. When you are ready to review the messages with the customer, you can select the Remind Now button at any time to resize the Customer Relationship Actions window to its original size,
Execute: launches a script.
This button is only available if there is a script associated to a relationship plan.
If there are scripts associated they will appear in the lower region of the screen. If there is more than one script you will need to choose a script prior to selecting the Execute button.
OK: exits out of the Customer Relationship Action window.
The Contact Center window is designed for call centers handling customer requests via multiple channels. It provides the central place for Tier-1 agents to view and update customer information that has been collected by the entire Oracle E-Business Suite of applications. It also provides a quick way to create service requests, check entitlements, and resolve customer issues with knowledge base searches.
Information is available on the following window features:
The header displays identifying information about the customer and customer contact. Use the header to:
Quickly display customer information using unique identifiers using the Search By drop-down list at the top left hand corner of the window.
Most of these unique identifiers (service keys) are self-explanatory except:
Tag Number: installed base identifying number.
Instance Name: installed base name.
RMA Number: return number
Number: customer number
System: installed base system name.
Filter the display of the window either by the customer or the customer contact using View Details For on the right-hand side of the window.
You can send an e-mail to the contact by clicking the Open Email Compose Window to the right of the Email field.
The Dashboard tab provides you with an overview of the customer or contact. What is the level of customer satisfaction, high or low? Is the customer loyal or critical? The credit rating good or bad?
You can use the View Details For drop-down list in the header to specify if you want to view information about the customer or the contact.
By selecting customer from the list and checking the View By account check box, you can view the account level information for a particular customer.
Depending on your implementation, by double-clicking on the individual statistics or clicking View Details, you can drill down to view the individual details that make up the customer statistics. For example, if you see that the customer has three expiring contracts, you can drill down to view the individual contracts by double-clicking on the dashboard entry.
The Interactions tab displays the history of interactions your organization has had with the customer or the customer contact depending on the selection you made in the View Details For drop-down list in the header.
You can view details of an interaction in the Activity Details region.
The Notes tab allows you to create notes and view notes for a customer or a contact based on the selection in the View Details For list.
You can display notes based on the source of the notes. Use the CS_CC_NOTE_TYPES lookup to define the note source. For example, task notes, service request notes, order notes, opportunities, or leads.
If a note is created from a source other than the Contact Center, then the note must be related to a party before it is displayed in the Notes tab. Each lookup code for the new lookup_type must correspond with a source object code in the Source and Note Type Mapping page.
The Tasks tab makes it possible for you to review existing tasks regarding the customer and to create and assign new tasks. Note that this tab is designed for creating tasks specific to the customer only such as appointments, call backs, and visits. You must use the Service Request window to create tasks for the resolution of service requests.
The Assignee of the task is the individual who will perform the work. The Owner of the task is the person who supervises its completion. They can be the same person.
You can assign the task manually using the Lists of Values, or use the Assignment Manager by clicking the Assignment Manager button next to the Owner or Assignee fields.
Use the Add Notes button to add a note to a task.
Use the Use Template button to create tasks with a template set up by your application administrator.
Use More button to add additional details to the task you have created. If the tasks is recurring or requires you to assign multiple resources, for example.
Use the service request tab to create a service request and view existing service requests for the customer.
You can filter the existing service requests list by date, and by criteria in the Filter By list such as the customer product. Selecting a request in the list displays the details below.
You can also create a service request:
Enter the serial number, instance number, or tag number to display the customer product that is the subject of the service request. The instance number is the Oracle Installed Base identifying number.
Classify the customer problem using the Type field. Choosing the type affects the assignment of this service request to other agents for resolution, and determines who can view and update the service request. A service request type can also trigger the application to populate the service request with tasks designed to solve that type of problem, to specify the contractual response and resolution times, and even to launch Oracle Workflow processes.
Use the Status field to specify where the service request is in its progress towards resolution. Choosing the correct status is important because some statuses can lock the service request so it cannot be updated, or launch an approval process.
Use the Severity field to indicate the importance of this service request. The Severity of a service request can determine its priority in automatic work assignments.
Reassign the service request to another group or an individual using the Group or Owner fields. If you have automatic assignment implemented, you can have the application do the assignment for you simply by leaving these fields blank. Or you make the assignment with the assistance of the Assignment Manager module by clicking the Assign Group or Assign Owner buttons to the right.
Note: You can set up system profiles that speed up service request creation by defaulting all the required fields except the problem summary. See System Profile Options You Can Use to Default Information in Service Requests for a list.
Enter the incident address for the customer or search for incident addresses. The incident address details displayed in Contact Center are same as those displayed on the service request form. See About the Service Request Header for more information.
View the service contracts coverage for a customer or item. View the name of the coverage, the coverage description, and the type of coverage. You can also view the coverage details for a contract by clicking the Details button (glasses icon.)
You can create and update tasks for the service request by clicking the Quick Task button.
Search the knowledge base for solutions to your customer issue, by clicking the Search Knowledge button.
The Charges button switches to the Charges page where you can enter charges for customer billing.
The Details button opens the service request in the Service Request window.
Use the contacts tab to view customer contracts.
The left side of the tab displays all customer contracts. The right side displays the level of coverage and other basic information of the contract you select.
You can display a subset of the contract using the Filter By drop-down list or by entering a date range.
To view contract coverage details, click Coverage Details.
The Include Ineligible Contracts check box displays expired contracts in your list.
Use the Install Base tab to view the products the customer owns and to quickly create a service requests and take other actions against them.
Use the Find Instances button to search for and display customer products in the Query Results subtab.
You can take an action on an item, create a service request, for example, by selecting the item and choosing an action from the Action drop-down list. The actions you can take are specific to your implementation. You must contact your application administrator for details.
You can display a subset of the items on the Selected Instances subtab, by selecting them on the Query Results subtab and clicking Add to Selected. The selected items appear on the Selected Instances subtab.
Use the Invoices tab to view customer invoices. Refer to the Oracle Advanced Collections User Guide for more information.
Use the Orders tab to view existing customer orders and to create new ones. Your application administrator can configure this tab to provide you with the ability to perform any of the Oracle Order Management functions you need.
See the Oracle Order Management User Guide for information on how to use the order functionality.
The Order List subtab lists customer orders. You can drill down on any order to view details.
Note: The application administrator determines the user interface where the order details display by setting the system profile "Customer Care: Launch OM details window". The choices include Oracle Order Management sales order forms, the Line Items and Order Information subtabs, and external custom forms. See Modifying the Behavior of the Orders Tab.
Clicking New creates a new order.
The Order Information subtab displays information about individual orders.
The Line Items subtab makes it possible for you to view and add order lines.
The Price Summary subtab displays pricing information for the order.
The Actions button available in the tab includes the actions available in Oracle Order Management as well as the "Add to Installed Base" action which is unique to service. Use the "Add to Installed Base" action to add new Oracle Installed Base instances.
Use this tab to send both electronic and physical collateral to customers.
Electronic collateral consists of a cover letter and other electronic files. You can choose to send the cover letter, the file, or both through e-mail, fax, or to a printer. These files are created in Oracle Marketing and are sent through an e-mail server, a fax server, or to a printer.
Physical collateral is tracked in Oracle Inventory and shipped through Oracle Order Management.
This functionality is enabled through Oracle TeleSales. For additional information, refer to the Oracle TeleSales User Guide.
Use the Addresses tab to enter and update customer or customer contact addresses, depending on your selection in the View Details For drop-down list.
Use the Site Usages region to specify the uses for an address. A single customer address or site can have multiple uses. For example, the same address can be both the shipping and billing address as well the address where the equipment to be serviced resides.
If you have multiple addresses for a single usage, use the Primary Sites region to specify the primary address. For example, a customer with ten offices may have a separate billing address for each site. Use this region to specify which of these billing addresses is the primary address that appears on invoices and other documents by default.
Note: If you do not specify a primary address for a particular use, the application uses the first address as the default.
Use the Contact Points tab to enter customer and contact phone numbers, e-mail addresses and other contact information.
Use the Primary Contact Points region to specify which of the contact points the application displays by default whenever you display the customer in the Contact Center.
The Preferences button makes it possible to enter contact preferences including information about any restrictions your organization must follow when contacting this customer.
Use this tab to review customer account information from Oracle Receivables.
You can create a new account by clicking New and entering an account name. The application creates an account number for the new account that is the same as the Customer Number used in Oracle financial applications.
The Customer Standard button launches Oracle Receivables' Customer Standard window. This option is available to you only if your organization is using Oracle Receivables and you have been assigned the appropriate Oracle Receivables responsibility.
You can manage the basic account details, such as account relationships, contacts, and account billing and shipping addresses, by clicking Details.
See Oracle Receivables documentation for information on managing customer accounts.
Use this tab to enter either customer or customer contact information, depending on the selection you have made in the View Details For drop-down list in the header.
Use this tab to specify the relationships for the organization or contact, depending on the selection you have made in the View Details For drop-down list in the header.
If your customer is an organization, then you can use this tab to capture:
The customer's relationship with other organizations already in your database, for example, that customer A is a competitor of customer B and a subsidiary of customer C.
The customer's relationships with individuals already in your database, for example, that person A is an employee or CEO of your customer.
If your customer is a consumer, then you can use this tab to capture:
Relationships this consumer has with other consumers, for example, that person A is the parent of person B or that person A is a contact for person B.
Capture that consumer's relationships with organizations they work for or belong to, for example, that person A is an employee of Organization A or a board member of Organization B.
Note: The list of values you use to select the individual or organization for the relationship, includes all of the parties in your database, so make sure that you know the exact name to minimize long searches.
Use this window to classify the organization's interests according to the classification system set up by your organization.
Use this window to make an existing customer address available as a billing or shipping address for an account in Oracle financial applications. If you are billing a customer for work performed on a service request, then the application creates this link for you automatically. Until you do use a specific address for a transaction, however, that address remains unavailable for use in financial applications unless you create a link using this window.
You can also:
View the credit status of the account on the Credit tab.
Grant customer contacts access to account information on the Roles tab.
Select a customer address as the billing or shipping address for the account on the Sites tab.
View and create new relationships between accounts on the Relationships tab.
Use the Contact Preferences Window to specify customer contact preferences including any restrictions on customer contacts by your organization, if a customer does not want to be contacted at all, for example.
A customer can have many addresses, but only one identifying address which appears by default in the Contact Center header whenever you display the customer record.
Use the Identifying Address window to designate a customer address as the identifying address.
You cannot create new addresses here. You must use the Addresses tab of the Contact Center.
Use this window to enter contact information tied to a specific site rather than to a contact or the company as a whole. You may wish to do so if your organization services equipment installed in a room with its own phone number which is not tied to any specific individual customer contact, for example.
Note: Other agents can view the contact information you enter here only when viewing site information. Whatever you enter here does not appear among the contact points for the customer as a whole.
Use this window to troubleshoot the booking of orders in the Contact Center. See the Oracle Order Management User Guide for more information.
Use this window to send notifications to responsibilities using Oracle Workflow messaging. Enter a responsibility and a message, and click Send.
Use the Item Instance Window to view and update details for the installed base instances you have selected in the Contact Center. See the Oracle Installed Base User's Guide for details on how to update instances.
Use this window to find customer owned products in the installed base for display in the Contact Center.
Enter the search criteria and click Find Instances to populate the Query Results subtab on the Contact Center's Install Base tab.
The quick task window makes it possible for you to create and update service request tasks for the service request selected in the Service Request tab of the Contact Center.
If the Restrict Closure check box is available, you can select it to prevent the service request from being closed before this task has been completed. Service requests and tasks can be closed independently of each other unless you do so.
The Assignee of the task is the individual who will perform the work. The Owner of the task is the person who supervises its completion. They can be the same person.
For assigning field service tasks and adding additional task information use the Service Request window instead. You can get there from the contact center by clicking the Schedule Task button at the bottom of the Service Request tab.
The table below lists some of the system profile options you can use to automatically fill in information into new service requests. The Service Request Field column specifies the field. The System Profile Name column lists the system profile name. The Description column includes information on valid values.
| Service Request Field | System Profile Name | Description |
|---|---|---|
| Advance Scheduler icon | CSF: Default Scheduling Type | Enables the scheduling task window to display in the Advice tab by default. |
| Assignee | Service: Default Task Assignee on the Service Request Tasks Tab | Default for the Assignee, the person assigned to complete the task. |
| Assignee Type | Service: Default Assignee Type on the Service Request Tasks Tab | Default for the Assignee type. Valid Values: Employee Resource, Group Resource, Team Resource, Supplier Contact |
| Bill To and Ship To (on the Contact/Address tab) |
Service: Default Bill To and Ship To Address Options | Sets the default Bill To and Ship To address information either from the customer or from the Installed Base. Valid values: Default from Customer, Default from Installed Base |
| Default Tab in the SR form | Service: Service Request Default Tab | Sets the default tab that is displayed when you click the New icon on the toolbar, either from the Navigator or the Service Request form. |
| From and To fields | Service: Time Span for Notes | Defaults the number of days for displaying service request notes. |
| Group | Service: Default Group Owner for Service Requests | Default for the group owner of a service request. This is the group responsible for ensuring the service request is resolved. |
| Installed Base Search form | Service: Display Search Installed Base Form by Default | Sets the Installed Base Search window as the default window when the service request form is displayed. Valid values: Yes, No |
| Item | Service: Service Request Creation Product List Filter | Determines whether the list of items in the Item list of values includes both items in inventory and installed base. Valid Values: Inventory, Instance, All |
| Make Public (Service Request window header check box) |
Service: Default Make Public Flag | Defaults the check box on the service request header and determines whether a service request is visible to customers on their Oracle iSupport Web portal. Valid Values: Yes, No |
| Owner Type | Service: Default Owner Type on the Service Request Tasks Tab | Default for the Owner Type field. Valid values: Employee Resource, Group Resource, Team Resource, Supplier Contact |
| Owner (service requests) | Service: Default Service Request Owner | Default value for the service request owner. |
| Owner (tasks) | Task Manager: Default Task Owner | Default task owner. Valid values: Any valid resource from the selected Owner Type. |
| Priority (tasks) | Task Manager: Default Task Priority | Default for task priority. |
| Respond By | Service: Default Coverage for SLA | Default response and resolution times for service requests that do not have an applicable contract. |
| Resolve By | Service: Default Coverage for SLA | Default response and resolution times for service requests that do not have an applicable contract. |
| Respond By and Resolve By | Service: Date to Calculate SLA | Sets the date to be used when calculating SLA. Valid values: Reported Date and Created On Date |
| Severity | Service: Default Service Request Severity | Default for the service request Severity field. |
| Status (service request status) | Service: Default Service Request Status | Default value for the service request Status field. |
| Status (tasks) | Task Manager: Default Task Status | Default task status. |
| Status (notes) | Notes: Default Note Status | Sets the default status of new notes. Public makes it possible for Oracle iSupport users to view the note. Valid values: Private, Public, Publish Default value: None |
| Subject | Service: Default Task Subject from Problem Summary | This profile option provides the service request problem summary as the default text for the task subject. The profile option is enabled only for the first manually created tasks. |
| Time Zone list | Service: Default Time Zone Source | Sets the default value for the Time Zone list in the following windows: Task tab, Log and Notes, Service Request Detail Report, and the Print Friendly Notes window in the.Workbench tab. Valid values: Corporate (server), Agent (client), Customer, Contact and Incident. |
| Type (service request) | Service: Default Service Request Type | This profile option provides a default value for the Service Request Type field. |
| Type (tasks) | Task Manager: Default Task Type | Default task type. |
| Type (note) | Service: Default New Note Type in Agent-Facing Applications | Default value for note type. |
| Urgency | Service: Default Service Request Urgency | Default for the service request Urgency field. |
You can set the system profiles by navigating to Others, Profile System Values.
Notes:
Select the User and "Profiles with No Values" check boxes in the Find System Profiles window.
Use the User list of values to enter your user name.
To view a subset of the user-definable system profile options, enter a partial name in the Profile field. You can use the percent sign (%) to indicate partial names. For example, "Service%" displays all the profile options starting with the word Service.
Use the Contracts window to check customer entitlements. Clicking Get Contracts displays applicable contracts to the service request you have displayed in the Service Request tab of the Contact Center. The All Contracts option displays both active and expired contracts.
The check box to the left of a contact selects the contract and attaches it to the service request and becomes the basis for the response and resolution times.
You can view coverage details by clicking the Details button (eye glasses icon).
Use this window to enter additional task information. For details see the Oracle Common Application Calendar Users Guide. Here is some basic information about each tab:
Resources: Use this tab to assign a task to multiple assignees and to specify resources such as the tools needed to complete a task.
Dependencies: Use this tab to specify the desired order among tasks.
References: Use this tab to link tasks to a source document such as the service request that resulted in the creation of a task.
Dates: Use this tab to specify date types.
Contacts: Use this tab to enter contacts.
Recurrences: Use this tab for tasks that are to be performed on a regular basis. You may specify a daily, weekly, monthly, or yearly schedule.
Others: Use this tab to enter the cost estimate.
Audit: Use this tab to view changes to the task.
Use this window to specify a template you want to use to create tasks for the customer. The templates themselves must be set up by your application administrator.
In the Template Group field, select the template group based for the tasks you want created.
Source Value populates with the name of your customer.
Task Owners are the individuals responsible for ensuring the tasks are completed, not necessarily the individuals performing them (task assignees).
If you click on the Create Tasks button on the Task Template window without specifying a task owner, then the task owner is automatically assigned based on the territory setup.
Use this window to quickly create a customer record.
To enter an address, you must either select an existing address from your database or enter one by entering a country and clicking the Address Details button (button marked with an ellipsis to the right of the Address field.)
Selecting the Create Account check box automatically creates an account along with the customer record.
Use this window to quickly edit the identifying customer information for the customer displayed in the Contact Center header.
You can make changes to all the information displayed except the Party number and Account number fields.
If you wish to complete a change of address for a contact or perform any major updates to the address, you should end date the current address in the Addresses tab, and create a new address.
Use this window to search for and display a customer in the Contact Center, Service Request and Find Service Requests windows. You can speed up your search when you use the Search By field to search by unique identifying information such as a service request number, a contract number, a serial number, or a social security number.
You can create new customer and contact records from this window by clicking Create Customer/Contact.
Use this window to quickly edit the primary contact information, the contact who appears in the Caller Information region of the Contact Center header
You can make changes to all the information displayed except the Party number and Account number fields.
If you wish to complete a change of address for a contact or perform any major updates to the address, you should end date the current address in the Addresses tab, and create a new address.
The application automatically designates a customer as critical whenever a customer meets conditions defined by your application administrator.
Use this window to find the history of any manual overrides to this designation.
If the organization you are searching for does not have any existing overrides and you want to create one, click the New button.
The application automatically flags a customer as critical whenever a customer meets conditions defined by your application administrator.
By default, the application flags a customer as critical if the customer has more than five open service requests.
Your administrator can specify different criteria for flagging customers as critical.
Note: The administrator can have the application flag customers as critical using different criteria, by creating a new profile check and entering it in the system profile Customer Care: Profile Check for Determining Customer Criticality. For information about creating profiles checks, see About Customer Profiles.
Use this window to manually reset the criticality of a customer, making a non-critical customer critical or vice versa. You can also use this window to view the audit history of such manual over-rides.
Use this window to create work queues specific to service requests in the Oracle Universal Work Queue window and to test your SQL.
Use this window to name saved searches.
Enter the service request attributes on this window. The entries you make in this window provide additional information for the service request. They are stored as service request notes.
Use this window to review maintenance requirements.
Your administrator can set up the application to automatically detect potential duplicate service requests. Depending on the setup used, the application can detect potential duplicates when you:
Enter a service request.
Save a service request.
Use Oracle TeleService to open a potential duplicate service request, that was created in Oracle iSupport.
Use this window to review the potential duplicates.
You can use the Quick Menu to navigate to quickly navigate to windows in other applications and pass on customer and other information from the current window. This saves you from having to change responsibilities and performing queries again to display the same information.
For example, if you are working in a service request for a product a customer owns, you can display information about that product from Oracle Installed Base with two clicks of the mouse.
Only certain Quick Menu-enabled applications preserve the context in the new window. Contact your administrator for more information.
Use this window to copy a service request. You can change any of the defaulted information for the new request. This includes Type, Severity, Owner, Urgency, Customer, Account, and Summary.
By default, all check boxes related to addresses, production information, contact information, and automatic generation of tasks are selected from the Include region.
From the Include region, select the check boxes corresponding to the information you wish to copy into the new service request.
If you do not want to link the original to the new request, then select the No Link option.
If you want to reference the new request to the original, then select one of the following:
Create Reference Link: This option creates a link of type Refers to in the original and Reference for in the copy.
Create Duplicate Link: The application creates a Duplicate of link in the original and a link of type Original for in the copy.
Create Caused By Link: Designates the original as the root cause of the new service request
Use this window to launch a script to guide you through a customer interaction.
Use this window to indicate if you are available or unavailable for work assignment. Deselecting the Available check box assures that you are not assigned work while on vacation or leave.
Use this window to review information about the customer call. This includes information gathered automatically by Oracle Advanced Inbound and that entered by callers themselves on their telephone keypads.
Use this window to enter information about your interaction with a customer.
Use this window to search through a customer's installed base of products based on multiple search criteria in the Service Request and Find Service Requests windows.
Fields on the Basic tab include:
Serial: Serial number
Item: Oracle Installed Base item
Instance: Oracle Installed Base item instance.
System: Oracle Installed Base system name.
Tag: Oracle Installed Base tag.
You can also search using free form text with wildcard (%) for most fields except Customer Number, Country, Order Date (Calendar), Sales PO Number, and Lot Number in this form.
The Advanced tab makes it possible for you to define one or more logical conditions for the search. For example: "Order Number > 2001".
The AND operator is used in the background to create a complex argument for multiple conditions. All the conditions must be satisfied.
Use this window to search for incident addresses based on multiple criteria in the Service Request and Find Service Requests windows.
Some of the fields on this page include:
Incident Customer – Name of the customer who has the incident address associated for the service request.
Site Name – Name of the incident site.
Site Number – Number of the incident site.
Addressee – Name of the incident addressee.
Site Phone – Phone number of the incident customer.
You can also search using free form text wildcard (%) for most fields except Customer Number and Country.
Use this window to send a message through Oracle Workflow messaging.
The recipient's name must be defined in Oracle Workflow roles.
Check Expand Roles if you plan to send this message to a Workflow role that includes several individuals and if you want each person to receive a copy of the message.
By default (if this box is not checked), one message is sent to the role as a whole. If one individual responds to or closes the message, the message is removed from the inboxes of all other individuals in that role.
If you check Confirmation, you will not be able to check Expand Roles.
If you entered an Action, you will not be able to check Expand Roles. The reason for disabling the Expand Roles function is because you may not want all of the recipients to perform the same action.
Optionally, check Confirmation if you want to receive a confirmation message once the recipient has responded to your message:
If you check Confirmation, the From field is validated to ensure that the sender is a valid Workflow role.
If you check Expand Roles, you will not be able to check Confirmation.
Use this window to view message history for Oracle Workflow messages.
Electronic collateral can be grouped into kits within Oracle Marketing. You can use this window to view kit details.
Use this window to review collateral orders. Clicking the Submit Order button, submits the order to order fulfillment.
Use the Audit History window to view the history of changes to the service request field you specify in Audit Field. You can specify a date range for the audit.
Use this window to edit a customer or customer contact address.
Use this window to edit the basic information about a service request contact.
Use this window to deliver a service request report by e-mail or fax via the fulfillment server.
You can view the status of your submission on the View tab.
Use this window to view the service requests that have been logged for the customer or against a customer product.
Double-clicking on any item in the list displays the item.
Use this window to indicate you are not available to receive new service request or task assignments. You must do so whenever you take a long break or go on vacation otherwise work may continue to be assigned to you through the automatic service request assignment process or by other agents using Oracle Assignment Manager.
Indicating you are not available using this procedure does not affect incoming calls when you are working with Oracle Inbound. For incoming calls, you are available to take a call whenever you log into a specific work queue and you are not on the phone with a customer. See the Universal Work Queue User Guide for more details on how you indicate you are not available to take calls.
Use this window to select a customer account for your order and specify the order usage for that account.
To do so, enter the name of the party you have displayed in the Contact Center header in the Customer Name field.
Clicking Find displays a list of available accounts for that customer for you to choose from. After you have selected the account, choose the order usage on the Order Usage window. Only permitted account usage check boxes are enabled.
Search for an individual relationship plan you wish to modify or customize by entering the plan name.
Display a list of the relationship plans for a customer by entering customer search criteria.
You can restrict your search by plan level:
Party: Those relationship plans set up for the customer as a whole.
Account: Relationship plans set up at the customer account level.
Both: Searches all plans.
Or by plan type:
Template: Searches all general plans.
Custom: Searches for all customized plans.
Both: Searches for both.
If you are searching by customer name or other customer attributes only, the search returns the customer record even if the customer has no plans in the portfolio. (In this case the Plan field is blank.)
If you are searching for a specific relationship plan, the search results display all of the customers with that plan. You can select any of the customer records to display the plan. If you wish to customize the plan for a particular customer, then select that customer.
The left portion of this window displays the customer's portfolio of relationship plans.
You can:
Expand the hierarchy to view a list of all the plans for the customer.
Select a plan from the hierarchy to view its details in the right section of the window.
View all the customers who have been assigned to a plan by selecting the plan in the hierarchy and selecting the Inquiry tab.
Using this window, you can:
Add a relationship plan to a customer's portfolio (Add/Remove button)
This qualifies the customer for the plan even if they do not meet the qualifying condition. For example, if you know a customer is critical, you may wish to alert other agents regardless of whether the customer has the five escalated service requests normally required to trigger the plan. The plan still evaluates any additional conditions to decide what action to take.
Remove a plan from a customer's portfolio (Add/Remove button)
This means agents in your organization no longer receive alerts or scripts from the plan for this customer even it that customer meets the plan conditions.
Modify the plan criteria (Details/Modify button)
If you are an application administrator, you can also create a relationship plan by clicking New and following the steps described in the "Setting Up Relationship Plans" chapter of the Oracle TeleService Implementation Guide. For an overview, see Process Overview of Relationship Plan Setup.
View an audit of the usage of the plan by clicking Audit.
From the Plans Inquiry tab, you can:
Disable the relationship plan for a customer by selecting the customer and clicking Disable. This is the same as removing the plan from the customer's portfolio.
Customize the relationship plan by clicking Customize.
You can modify the condition that qualifies a customer for the relationship plan by making entries in the Plan Criteria region:
The Profile Check field displays the name of the profile check that collects data about your customer. Profile checks are set up by the administrator, so do not change the value here without an understanding of the profile checks set up for your organization.
You can modify the operator by selecting a different one using the Operator drop-down list.
Depending on the operator you chose, you can modify the Low value, the High value, or both.
Note: You cannot modify plan criteria if the plan is attached to a customer.
If you have the prerequisite programming and applications knowledge for creating relationship plans, then select the Plan Details tab and modify other plan conditions or actions according to the procedures described in the "Setting Up Relationship Plans" chapter of the Oracle TeleService Implementation Guide. For an overview of the setup steps, see Process Overview of Relationship Plan Setup.