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.
Note: To enter Additional Service Request Information for a service request, click the Extensible Attributes option in the Tools2 menu of the Service Request window. This option is available only after the service request is saved.
If the status of the service request is Closed, and the Disallow Update check box is selected for the service request status, then the Extensible Attributes page opens in a read-only mode. Please refer to Capturing Additional Service Request Information with Extensible Attributes for more information on capturing extensible attributes.
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 enables 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 Install 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.
Note: If a service request has multiple products associated with it, then the primary product on the service request header cannot be deleted.
You can capture multiple products for a service request. After you select a product in the service request header, click the button beside the Item field. The Service Request Products page appears to capture all products that require service such as repair, preventive maintenance, or field service. This button is not enabled for EAM and CMRO types and when there is no item information on the service request. See Adding Multiple Products to a Service Request.
Use the Service: Restrict Install 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 install 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.
Select the operating unit for the service request. This field becomes a read-only field in the update mode.
The default value for the operating unit is displayed based on the settings in the following profile options:
If the Service: Restrict Operating Unit by MOAC is set to Yes then the operating unit is displayed based on the following profile options:
MO: Default Operating Unit – If an operating unit value is not specified for this profile option, the Service Default Operating Unit profile option is considered.
Service Default Operating Unit - If an operating unit is not specified then the operating unit is not displayed.
The Operating Unit LOV displays operating units that are associated with the user.
If the Service: Restrict Operating Unit by MOAC is set to No, then the default value for the operating unit is displayed based on the value specified in the Service: Default Operating Unit profile and the Operating Unit LOV displays all operating units.
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 Install Base Current Location Party are not related then the incident customer and incident address are null.
When you update the service request, if an instance associated with the service request exists, then the current location of the instance's owner defaults to the Incident Customer field. This defaulting occurs only if there is a TCA relationship between the SR customer party and the IB current location party.
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.
Important: Oracle TeleService can fetch the best possible contracts from Oracle Service Contracts and display them in the Contracts tab. To perform this task, specify a value in one of the following fields:
Instance
Serial
Tag
System
Severity
Type
Urgency
System
Covered Site
Use the Expenditure Org. and the other Project-related fields to associate a project with the service request. Project-related information displayed is project number, project name, project task number and project task name. The information displayed in the project number and the expenditure organization LOVs are based on the operating unit on the service request
These fields are hidden out-of-the-box and can be displayed through the folder functionality
Use the Sales Order Number field to select a sales order number from the LOV to add the charge lines.
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.
Double click in the owner field to view details about the service request owner such as email ID, mobile number, and work phone.
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, see System Profile Options for Service Requests.
Use the Subject tab to:
View the customer's install 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).
The View Maintenance Plan button gets enabled only if the primary product instance associated with the service request has scheduled planned maintenance activities. Click this button to view the preventive maintenance schedule. Service Coordinators and Call Center Agents can provide an update to the customers about the next preventive maintenance visit.
Use the Workbench tab to:
Enter the customer problem in the problem summary field.
The summary 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 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.
You can also use InQuira Search to search for solutions.To display the InQuira Search page, set the Knowledge: Search to display for integrating applications profile option to InQuira Search. If there are any solutions attached to the service request, the InQuira solutions page is displayed along with the service request summary.
Click the eye-glass button to view the details of the linked knowledge management solutions.
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. If your system administrator has purged the service request audit data, then this region displays details about when the purge was performed. See Running the Service Request Data Purge Concurrent Program.
The Print Friendly button displays the notes in a separate 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.
Whenever the service request is updated, your application administrator can have the contacts automatically notified .
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. For example, depending on the service request, you can provide address details of customers such as the service request party or a third-party service provider. You can enter bill-to and ship-to information of parties that are not related to the service request. The Service: Restrict Bill-to and Ship-to Parties profile option determines which party details are available in the list of values of the Bill to Address and Ship To Address fields.
You can select from the following profile option values:
Allow all active parties: If this option is selected, then the application considers active parties from the HZ_PARTIES table to display active parties' details in the list of values.
Allow only service request customer party: If this option is selected, then the application displays details of only the service request party in the list of values.
Allow service request customer party and its related parties: If this option is selected, then application displays details of the service request party and service request related parties in the list of values.
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.
To update the existing credit card details or add a new card, click the Create/Update Credit Card button.
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 performs the work. The Owner of the task is the person who supervises its completion. They can be the same person. To view details about the task assignee and the task owner such as their email ID, mobile number, and work phone, click the Assignee Details and the Owner Details buttons (the button with the ellipsis) beside the respective fields.
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.
To create multiple copies of a task, your system administrator must set the value of the Service: Create Copies of a Task profile option to Yes. When the profile option is set to Yes and you click the Copy Task button, the Create Task Copies dialog box appears. Specify the number of copies that you want the application to create in the Tasks tab. If the profile option is set to No, then the dialog box does not appear, and the Copy Task button creates only one copy at a time.
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 requires 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 enables you to enter, query, or update parts requirements associated with field service tasks.
The Skills Assignment button enables you to enter, query, or update skills associated with field service tasks.
The Access Hours button enables 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 displayed here for the service request type you have selected.
You can seek customer confirmation on the time when the customer is able to meet a technician using the Confirmation list of values. A customer confirmation receipt can be Required, Not Required, or Received. The Confirmation 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 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, creation of associated tasks, and sending 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 the 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 that you 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 a similar service request is created for another customer. By creating a link to the 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 install 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. The address on the service request's Address tab is displayed as the default Bill To address. |
| Ship To | View and modify shipping information. The address on the service request's Address tab is displayed as the default Ship To address. |
| Order Details | View and edit additional information for creating an order. |
| Order Status | View information about an order submitted to Oracle Order Management.
Note: When you double-click the order number, the window that appears is dependent on the value set for the OM: Sales Orders Form Preference profile option. The profile OM: Sales Orders Form Preference has two options, Sales Orders and Quick Sales Orders. If the profile value is set to Sales Orders, then the Sales Orders window opens. If set to Quick Sales Order, then the Quick Sales Orders window opens. |
| 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. Use the Copy Service Request window to copy unsubmitted charge lines that are manually created using the Charges tab or the Charges page. You can also copy charge lines of Estimate type. The application does not copy charge lines that originate from an Oracle Field Service debrief or from an Oracle Depot Repair order. See About the Copy Service Request Window.
Operating Unit
By default, the operating unit value displays the organization that recognizes the debit or credit from the charge line. If the Service: Restrict Operating Unit by MOAC is set to Yes, then the operating unit displays the value based on the setup defined in the Multi Org Setup window.
Business Process
The default business process is set based on 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 install base item a customer is returning.
Revision
Revision code for the inventory item. This field is automatically enabled 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 default value depends on the item 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 enables 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 | Enables 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 the check box is deselected, then the charge line does 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 enables 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.
Use this window to add 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 (located to the right of the Address line). You can edit the address using the Address Details button located to the right of the Select Address (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 displayed 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 requests 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.
You can also search based on the project related details, including project number and project task number, if your service request includes a project. For more information, see Integration with Oracle Projects.
However, to view these fields, you have to enable them through the folder functionality.
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.
If the Additional Information and Additional Information for Agent descriptive flexfields (DFFs) are set up, then in the Advanced tab, you can find service requests using the flexfield segments. The Item field lists the segments and the context values that are configured in the Additional Information and Additional Information for Agents flexfields. In the Results table, you can select the appropriate columns to display search results based on the flexfield segments.
Use this window to specify a template you want to use to create tasks for your service request. The templates must be set up by your application administrator.
Select the Show All Template Groups check box to view all template groups. The default value for the check box depends on the value set in the Service: Default Task Template Groups LOV Behavior profile. You can select from any one of the following values:
Filter Task Template Group LOV by Service Request Attributes - The Show All Template Groups check box is deselected and the Template Group field displays only the filtered task template groups that match the service request attributes including service request type, problem code, item, and item category.
Show All Task Template Groups for Service Request - The Show All Template Groups check box is selected and the Template Group field displays all task templates for the service request. This is the default value for the profile.
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.
The default Owner Type and Owner fields are based on the values specified in the 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.
The Notes check box displays service request notes.
The Knowledge check box to the linked knowledge base articles.
The Activity check box displays service request activities.
The Task check box displays task information such as the task priority, task status, task owner, task assignment, and task debrief notes.
The Escalation check box displays escalation history details such as the escalation summary, the escalation level, the requester, the escalation status, the reason, and the target date by which the escalation is to be worked on.
The Install Base check box displays the install base notes for the instance present in the request.
Use the All check box to view complete information related to the service request.
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 the Sort list to display the latest or the earliest transactions. All sub-objects of a service request, which are audited, are displayed in the selected chronological order.
Use the All and Audit check boxes to view details for Additional Information and Additional Information for Agents flexfield segments if these segments are available for a service request. When these DFFs are context-enabled, then the Context field for the Additional Information DFF displays the external context and the Additional Information for Agents DFF displays the incident context.
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. Click Refresh to update 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 when 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 enables 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 appear in the lower region of the screen. If there is more than one script you must 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 Contact Center 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 list at the top left hand corner of the window. In the Search By field, if you do not know the exact number, use the partial search feature for the following search attributes:
Service Request Number
Serial Number
Order Number
Invoice Number
Contract Number
Instance Name
Tag Number
Purchase Order Number
Most of these unique identifiers (service keys) are self-explanatory except:
Tag Number: install base identifying number.
Instance Name: install base name.
RMA Number: return number
Number: customer number
System: install 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.
Click the Open Email Compose Window to the right of the Email field to send an e-mail to the contact.
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 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 selecting the View By account check box, you can view the account level information for a particular customer.
Based on your implementation, double click on the individual statistics or click View Details to drill down to view the individual details that make up the customer statistics. For example, if 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 list in the header.
You can view details of an interaction in the Activity Details region.
The Notes tab enables 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. If a note is created from a source other than the Contact Center, then it must be related to a party before it is displayed in the Notes tab. Use the CS_CC_NOTE_TYPES lookup to define the note source. For example, task notes, service request notes, order notes, opportunities, or leads.
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 value of the Service: Default Task Subject from Problem Summary profile option determines whether the Subject field for all the tasks displays the problem summary of the service request.
The Assignee of the task is the individual who performs 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 the More button to add additional details to the task you have created. For example, if the tasks are recurring or requires you to assign multiple resources.
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.
Capture multiple products for a service request. After you select a product in the Service Request tab, click the button beside the Item field. The Service Request Products page appears to capture all products that require service such as repair, preventive maintenance, or field service. This button is not enabled for EAM and CMRO types and when there is no item information on the service request. See "Adding Multiple Products to a Service Request" for more information.
Use the Status field to specify where the service request is in its progress towards resolution. Selecting 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.
Use the Business Process field to specify the business process for the service request. The business process is based on the service request type but you can select a different business process for a service request. This field must be displayed through the folder functionality.
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. Click the Assign Group or Assign Owner buttons to assign with the assistance of the Assignment Manager module.
Note: You can set up system profiles that speed up service request creation by setting the default values for all the required fields except the Problem Summary. See System Profile Options for Service Requests for a list of the profile options.
Enter the incident address for the customer or search for incident addresses. The incident address details displayed in the Contact Center are similar to those displayed on the Service Request window. See "About the Service Request Header" for more information.
Use the Expenditure Org. and the Project-related fields to associate a project with the service request. Project-related information displayed is project number, project name, project task number and project task name. The information displayed in the project number and the expenditure organization LOVs are based on the operating unit on the service request.
These fields are hidden out-of-the-box and can be displayed through the folder functionality.
View the service contracts coverage for a customer or item. View the name of the coverage, the coverage description, and the type of coverage. Click the Details button (glasses icon) to view the coverage details for a contract.
Select the sales order number from the LOV to add the charge lines.
Click the Quick Task button to create and update tasks for the service request.
Click the Search Knowledge button to search the knowledge base for solutions to your customer issue.
When the Knowledge: Search to display for integrating applications profile option is set to InQuira Search, the InQuira solutions page is displayed along with the service request summary.
You can also click the Knowledge base search option in the More Tools menu to go to the InQuira Information Center.
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 Contracts tab to view customer contracts.
The left side of the window 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 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 request 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 selecting an action from the Action list. The actions you can take are specific to your implementation. You must contact your application administrator for details.
Select an item on the Query Results subtab and click Add to Selected to display a subset of the items on the Selected Instances subtab. 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 Customer Care: Launch OM details window profile option. The available values are Oracle Order Management sales order forms, the Line Items and Order Information subtabs, and external custom windows. See "Modifying the Behavior of the Orders Tab" for more information.
Click New to create 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 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, based on your selection in the View Details For 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. Specify a primary address from the list of billing addresses. By default, the primary address appears on invoices and other documents.
Note: If you do not specify a primary address for a particular use, the application sets 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.
Click New and enteri an account name to create a new account. 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 only if your organization is using Oracle Receivables and you have been assigned the appropriate Oracle Receivables responsibility.
Click Details to manage basic account details, such as account relationships, contacts, and account billing and shipping addresses.
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 list in the header.
You can also store the party level restrictions in this tab.
Use this tab to specify the relationships for the organization or contact, depending on the selection you have made in the View Details For 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 the consumer has with other consumers, for example, person A is a parent of person B or person A is a contact for person B.
Capture the consumer's relationships with organizations they work for or belong to, for example, 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 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 link is automatically created. You must create a link in this window to use, an address that has been used in a transaction, in financial applications.
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. For example, you can specify any restrictions on customer contacts, if a customer wants to be contacted during specific hours.
A customer can have many addresses, but only one identifying address that displayed 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.
However, to create new addresses, 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 want 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.
Note: Other agents can view the contact information you enter only when viewing site information. Information entered in this window 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 using Oracle Workflow messaging to responsibilities. Enter a responsibility and a message, and click Send.
Use the Item Instance window to view and update details for the install 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 install base for display in the Contact Center.
Enter the search criteria and click Find Instances to display the Query Results subtab on the Contact Center's Install Base tab.
The Quick Task window enables you to create and update service request tasks for the service request selected in the Service Request tab of the Contact Center.
Select the Restrict Closure check box to prevent the service request from being closed before this task is 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 performs 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. Click the Schedule Task button at the bottom of the Service Request tab in the Contact Center to display the Service Request window from where you can assign tasks.
This topic explains the following profile options:
You can set the system profiles by navigating to Others, and selecting 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 system profile options that the user can define, 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.
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 for Service Request Tasks | Sets the default assignee for the task, the person assigned to complete the task. |
| Assignee | Service: Filter Task Assignee LOV by the Task Owner Group | Filters the assignee based on the owner group on the Create Tasks Using Template page. |
| Assignee Type | Service: Default Assignee Type for Service Request Tasks | Sets the default 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 Install Base. Valid values: Default from Customer, Default from Installed Base |
| Bill-To Address and Ship-To Address fields | Service: Restrict Bill-to and Ship-to Parties | Determines which party details are available in the list of values of the Bill-To Address and Ship-To Address fields. You can select from the following profile option values:
|
| 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 window. |
| From and To fields | Service: Time Span for Notes | Sets the default number of days for displaying service request notes. |
| Group | Service: Default Group Owner for Service Requests | Sets the default group owner of a service request. This is the group responsible for ensuring the service request is resolved. |
| Install 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 install base. Valid Values: Inventory, Instance, All |
| Make Public (Service Request window header check box) |
Service: Default Make Public Flag
Note: This profile option is not used right now for the visibility of service requests on iSupport. It is intended for future use. |
Sets the default 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 |
| Note Type (Add Note region) |
Service: Display All Note Types for HTML Service Requests | Determines the note types that the Note Type list displays. Select one of the following values:
|
| Number (Create Service Request HTML page) |
Service: System Generated Service Request Number | Determines whether a service request number is automatically generated during the service request creation. If you set the value to No, then service agents can enter a value in the following fields during service request creation.
|
| Order (Update Service Request page, History tab) |
Service: Default Order in History | Defines the default order to display logs and notes for a service request. The creation date and time determine the display order of logs and notes. Select any one of the following values:
Note: Service agents can override the default value. |
| Owner Type | Service: Default Owner Type on the Service Request Tasks Tab | Sets the default Owner Type field. Valid values: Employee Resource, Group Resource, Team Resource, Supplier Contact |
| Owner (service requests) | Service: Default Service Request Owner | Sets the default value for the service request owner. |
| Owner (tasks) | Task Manager: Default Task Owner | Sets the default task owner. Valid values: Any valid resource from the selected Owner Type. |
| Priority (tasks) | Task Manager: Default Task Priority | Sets the default task priority. |
| Respond By | Service: Default Coverage for SLA | Sets the default response and resolution times for service requests that do not have an applicable contract. |
| Resolve By | Service: Default Coverage for SLA | Sets the 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 | Sets the default severity for the service request. |
| Status (service request status) | Service: Default Service Request Status | Sets the default status for the service request. |
| Status (tasks) | Task Manager: Default Task Status | Sets the 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 | Sets the service request problem summary as the default subject for all the 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 | Sets the default service request type. |
| Type (tasks) | Task Manager: Default Task Type | Sets the default task type. |
| Type (note) | Service: Default New Note Type in Agent-Facing Applications | Sets the default note type. |
| Urgency | Service: Default Service Request Urgency | Sets the default service request urgency. |
| View check boxes (Update Service Request page, History tab) |
Service: Default View in History | Defines default view for details in the History region. Select any one of the following values:
Note: Service agents can override the default value. |
The table below lists the system profile options that you can define for service requests. The System Profile Name column lists the system profile name. The Description column includes information about the profile option.
| System Profile Name | Description |
|---|---|
| Service: Create Copies of a Task | Controls the display of the Create Task Copies dialog box. To access this dialog box, click Copy Task in the Tasks tab of the Service Request window. Set the profile option value to Yes to display the dialog box that allows you to create multiple copies of a task in the Tasks tab. If the profile option value is blank or No, then the application does not display the dialog box and the Copy Task button creates only one copy at a time. The default value is Null. See Tasks tab. |
Use the Contracts window to check customer entitlements. Click Get Contracts to display 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.
Selecting a contract attaches it to the service request and is the basis for setting the response and resolution times.
Click the Details button (eye glasses icon) to view coverage details.
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 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 that the tasks are completed.
Assignee Type and Assignee are the individuals responsible for completing the tasks. If the assignee type or the assignee are not specified, then these values are displayed by default based on the profile options Service: Default Assignee Type on the Service Request Tasks Tab and Service: Default Task Assignee on the Service Request Tasks Tab.
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 the database or enter a new address by entering a country and clicking the Address Details button (button marked with an ellipsis to the right of the Address field.)
Select the Create Account check box to automatically create 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 must specify an end date for 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.
Click Create Customer/Contact to create a customer and contact records.
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 want to change a contact's address, you must specify an end date for the current address in the Addresses tab, and create another 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 noncritical customer critical or vice versa. You can also use this window to view the audit history of such manual overrides.
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 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 on a service request for a product a customer owns, you can display information about the 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.
You can access the Copy Service Request window regardless of the value set for the Service: Make Contact Mandatory profile option and even if the contact information is not available in the service request that you want to copy.
Use this window to copy a service request. You can change any of the default information for the new request, including Type, Severity, Owner, Urgency, Customer, Account, and Summary.
Select values in the following fields:
Contact Type: Select either Customer or Employee. The Contact list displays names based on your selection.
Contact: Select the appropriate name in the Contact field. The names are displayed in the First Name, Last Name format.
If the service request that you are copying has a contact, then values in these two fields will be defaulted from the service to be copied. If there is no contact, then you can enter new values and copy the service request. When you copy the service request, the Contact Information check box will get unchecked and will become disabled whenever the default values are changed. If a new value is entered, then the Contact information check box will be unchecked. If the value of the Service: Make Contact Mandatory profile option is set to Yes, then you must enter contact details while copying a service request. Otherwise, the application displays an error message.
When you copy a service request to create a new one, the PO number defaults from the source service request. You can accept the default PO number, update, or remove the value.
By default, all check boxes related to addresses, production information, contact information, automatic generation of tasks, and charges are selected from the Include region
From the Include region, select the check boxes corresponding to the information you want to copy to 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 Original For link in the original and a link of type Duplicate Of 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 that callers have entered 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 install 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 enables 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 with 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 selected), one message is sent to the role. If one individual responds to or closes the message, the message is removed from the inbox of all other individuals in that role.
If you select Confirmation, you cannot select Expand Roles.
If you enter an Action, you cannot select Expand Roles. The reason for disabling the Expand Roles function is because you may not want all recipients to perform the same action.
Optionally, select Confirmation if you want to receive a confirmation message once the recipient has responded to your message:
If you select Confirmation, the From field is validated to ensure that the sender is a valid Workflow role.
If you select Expand Roles, you cannot select 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. Click the Submit Order button to submit the order to order fulfillment.
Navigate to the Tools1 menu and click the Audit Report option to view the audit history of a service request.
Use this window to edit a customer or customer contact address.
Use this window to edit 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 click any item in the list to display the item.
Use this window to indicate the availability of a resource to receive new service request or task assignments. This must be done when a resource is on a log break or is on vacation otherwise work may continue to be assigned to the resource through the automatic service request assignment process or by other agents using Oracle Assignment Manager.
Indicating the resource availability using this procedure does not affect incoming calls when the resource is working with Oracle Inbound. For incoming calls, if the resource is available to take a call whenever he or she logs in to a specific work queue and the resource is not on the phone with a customer. See the Universal Work Queue User Guide for more details on how you can indicate the unavailability to take calls.
Use this window to select a customer account for your order and specify the order usage for the account.
To do so, enter the name of the party you have displayed in the Contact Center header in the Customer Name field.
Click Find to display a list of available accounts for the customerm. 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 customers with the 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.
This window displays the customer's portfolio of relationship plans.
You can:
Expand the hierarchy to view a list of all plans for the customer.
Select a plan from the hierarchy to view its details in the right section of the window.
View all customers who have been assigned to a plan by selecting the plan in the hierarchy and clicking 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 want 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)
Agents in your organization no longer receive alerts or scripts from the plan for this customer even if the 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 and User 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 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 list.
Based on the operator you select, 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 and User Guide. For an overview of the setup steps, see Process Overview of Relationship Plan Setup.