This chapter covers the following topics:
The simplified HTML contact center can be accessed using the HTML Contact Center, Standard responsibility. Most of the forms based Contact Center features are present in the simplified HTML contact center but, in a different layout.
The following Contact Center features are provided with easier navigation:
Customer overview including Accounts, Relationships, Addresses, Telephones, Emails, and URL
Dashboard with customer profiles and drill down facility
Service requests in depth details
Notes
Install Base in depth details
Contracts in depth details
Orders in depth details
Integration with Telephony, Oracle Knowledge Management and Oracle Scripting
Search using quick and basic criteria
For more information, see: Customer Overview.
From this page you can log in to the Telephony application, search based on different criteria, launch scripts, create organization, and person.
You can perform a Quick Search based on the following criteria: Service Request Number, Contract Number, Instance Name, Instance Number, Invoice Number, Order Number, RMA Number, SSN, Serial Number, System, and Tag Number. Or you can perform a Basic Search based on all customer attributes and Service Request Number.
When you search using the Contract Number, Instance Number, Order Number and the RMA Number, the HTML Contact Center displays information in the relevant Install Base, Orders, and Contracts regions. The relevant region will be highlighted. For example, search using the order number or the RMA number. The HTML Contact Center displays the Orders region highlighted with the Orders Summary region displaying the order details.
To display the Telephony Login section set the Customer Care: Enable Integrated Telephony Login profile option value to Yes. Agents can enter the extension number and log in to the Telephony application.
If Computer Telephony Integration (CTI) is enabled, then support agents can use the following as the interaction keys:
Account Code (Customer Account Number)
ANI
Contact Number (Contact Party Number)
Customer Number (Customer Party Number)
Service Request Number
Social Security Number
Contract Number
Instance Name
Instance Number
Order Number
Purchase Order Number
Serial Number
RMA Number
For example, use order number as the interaction key with an instance value and view the Orders region and the corresponding Orders Summary region. Similarly, support agents can use a contract number to view the Contracts region and the corresponding Contracts Summary region.
For more information about telephony, see About Oracle Telephony User Procedures in Oracle TeleService.
From this page you can select a script and execute it. You can also view and resume the suspended scripts. You can select a script to guide you through a customer interaction.
From the Customer Overview page, you can view customer information based on the available fields, drill down to learn more in the summary and dashboard regions, search for a customer, and view details.
In the Search region, select Quick Search. If you do not know the exact number, then you can 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
The search with a partial search value displays customers related to the search key value. In the Results region, when you click the specific customer name, the navigation takes you to the relevant infotile based on your quick search value.
Search for a customer using search criteria such as organization name, customer number, account number, or contact number.
Click the Actions icon to perform the following actions:
Create Relationship: From this page you can select related to party, relationship, status, job title code, start date, and end date for the relationship.
Knowledge Management: From this page you can search for solutions for any issues that have surfaced. The search can be directed to obtain results from Oracle Knowledge Management or Oracle InQuira. To define the Knowledge Management search method you can set the Knowledge: Search to display for integrating applications profile option value either as Advanced Search, Simple Search, or InQuira Search.
To define the InQuira search method these two profile options need to be set: Service: Oracle Knowledge Search URL and Service: Oracle Knowledge Homepage URL.
Create Task: Use this page to create details for a task. After you save the task, it appears as the most recent task in the Tasks infotile. The Task Summary region displays the task details.
This region displays details for a customer such as the phone and the address, and whether the customer is a critical customer.
Use the View Details panel to view the following information.
Overview
Accounts
Relationships
Addresses
Contact Points: Click this link to navigate to the Contact Points page to create and update the contact points for a customer. You can set up the following contact methods and their attributes:
Phone
Web
Telex
From the View Details panel, you can select the following links that appear as infotiles.
Service Requests
This infotile shows service requests in each status. Click the service request status link to view details of the service request. From the Service Request Summary, you can update or add notes to the service request.
Customer Interactions
This infotile shows the latest interaction with the date.
The Customer Interaction Summary table displays records that are created or modified by the customer in the last 30 days.
Links in this table are based on the service request or the email message activity type. Click the following links to navigate to the appropriate page to perform related activities.
The service request number in the Document column opens the Update Service Request page.
The email in the Subject column opens the Original Message page in Oracle Email Center. To use this page, you must be assigned the Email Center Agent Console responsibility.
Notes
This infotile shows the notes that are added to the service request. From the Notes Summary region, you can the edit a note or create a note.
Install Base:
This infotile shows the following information:
Active Item Instances: View active instances for the customer and the account. Click this link to view details of the active instances in the Install Base Summary region.
Most Recent: View the most recent instances that were created last for the customer. When you click this link, the Update: Item Instance page appears. From this page, you can update information about the item instance.
Use the following components in the Install Base Summary region.
The Show options are Active Item Instances (default) and Expired Item Instances.
To navigate to the Update Instance page and edit the instance details, click a link in the Item column.
To create a service request with the instance attributes, click the Create Item Instance button. Oracle Installed Base displays the Create Item Instance page. After you create the instance, the install base count in the Install Base region increases, and the Most Recent number is updated.
To update details for an item instance:
Click an instance number. The Update: Item Instance page opens. On this page, click Create Service Request.
Enter the problem summary and click Apply. The Update Service Request page appears.
Review and update details, if required and click Apply.
On the Update: Item Instance page that appears, click Apply. The application displays the Customer Overview page with the Install Base infotile highlighted.
Contracts:
This infotile shows the following information:
Active: View the number of active contracts for the customers.
Entitled: View the number of entitled contracts.
Expired: View the number of expired contracts.
Most Recent: View the contract number that was last created for the customer. Click this link to navigate to the read-only Service Contract page, which displays the coverage details of the contract.
Click the Active, Entitled, or Expired number link to view details of contracts in the Contracts Summary region.
Use the following components in the Contracts Summary region.
The Show options are All Contracts (default) and Entitled Contracts. The value that of the OKS : Contact Center Date Range for Contracts Tab profile option determines the default time period in the From Date and To columns.
To view the contract details on a read-only page, click a link in the Number column.
Orders:
This infotile shows the following information:
Entered: View the number of entered orders
Booked: View the number of booked orders.
Hold: View the number of orders on hold.
Open: View the number of open orders
Most Recent: View the order that was last created for the customer. Click this link to navigate to Update Order page, where you can modify the order.
Click the Entered, Booked, Hold or Open number link to view details of orders in the Orders Summary region.
Use the following components in the Orders Summary region.
The Show options are All (default), Booked, and Closed.
The value of the Customer Care: Default Date Range for Orders Tab profile option determines the default time period in the From Date and To columns.
To navigate to the Update Order page and edit the order details, click a link in the Order Number column.
To create an order, click the Create Order button. After you create an order, the order count increases by one and the value for the Most Recent field is updated.
Invoices:
Note: The value of the Customer Care: Default Date Range for Invoices Tab profile option determines the default time period in the From Date and To columns.
This infotile shows the following information:
Open: The number of open customer invoices that are billed but not yet paid.
Delinquent: The number of customer invoices that are late or overdue.
Dispute: The number of customer invoices that are at the Dispute status.
Most Recent: The invoice that was last created for the customer. Click this link to view details of the invoice in the read-only page.
Refer to the Oracle Advanced Collections User Guide for more information about invoices.
Click the Open, Delinquent, or Dispute link to view details of invoices in the Invoice Summary region.
Use the following components in the Invoice Summary region.
The Show options are Open (default), All, and Closed.
To navigate to the read-only page of an invoice, click a link in the Invoice Number column.
Tasks:
This infotile shows the following information:
All Open: The number of open tasks regardless of the date on which they are created.
Escalated: The number of tasks that are in the Escalated status and require immediate action.
Most Recent: The task that was last created for the customer. Click this link to view and update details of the task on the Task Details page.
Use the following components in the Tasks Summary region.
The Show options are All (default), Assigned, Closed, and Open.
Click the task Number link to update the task information on the Task Details page. The Summary region displays the updated details.
Create Task: Click this button to create a task. After you save the task, it appears as the most recent task in the infotile and the Task Summary region displays the task.
You can create a customer as an organization or a person from the Create Organization or the Create Person pages, respectively. From this page you can add account information. To assign a party number to this customer you can set the HZ: Generate Party Number system profile option value. Set the profile option value to Yes to automatically generate the number and No to enter the number.
Important: The description is same for all the following regions while you create an organization customer or a person customer: account information, phone, email, URL, address, and contact.
From this section you can select the Create Account check box to define the behavior of the Associate Address with Account check box in the Create Address page. You can select the Automatic Customer Numbering check box in the System Options setup in Accounts Receivables to automatically generate a number.
You can also add the following details: phone, email, URL, address, and contact.
From this page you can add phone numbers. If there are multiple phone numbers for a customer, select the Primary check box to indicate the phone number that must be used primarily to contact the customer. If there is only one phone number, it is considered as the primary number. You can define a purpose for the phone number and select the Preferred check box for a specific purpose.
From this page you can add an email address. If there are multiple email addresses for a customer, select the Primary check box to indicate the email address that must be used primarily to contact the customer. If there is only one email address, it is considered as the primary address. You can define a purpose for the email address and select the Preferred check box for a specific purpose.
From this page you can add a URL to obtain information about the customer. If there are multiple URLs for a customer, select the Primary check box to indicate the URL that must be used primarily to contact the customer. If there is only one URL, it is considered as the primary URL. You can define a purpose for the URL and select the Preferred check box for a specific purpose.
From this page you can create an address, select it as an identifying address, associate it with an address, add usages, associate address with an account, and add account site usages. To generate the Site Number value automatically or manually, set an appropriate value for the HZ: Generate Party Site Number profile option. Set the profile option value to Yes to automatically generate the number and No to enter the number.
You can enter multiple usages for an address. Select the Primary check box to indicate the usage that must be used primarily for the address.
In the Account Site Usages section, to generate and automatically display a value in the Location field, you can select the Automatic Site Numbering check box in the System Options setup in Accounts Receivables. If you do not select the Automatic Site Numbering check box, you can enter characters or numbers in the Location field.
From this page you can add contact, phone information, email information, address information, and usages.
Use this page to create and update the contact points for a customer. You can set up the following contact methods and their attributes:
Phone
Web
Telex
From this page you can create a service request. Classify the customer problem using the Type list. Selecting a value in the Type list affects the assignment of this service request to other agents for resolution, and determines who can view and update the service request. In the Status list, 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.
In the Severity list, select a value that indicates the importance of this service request. The Severity of a service request can determine its priority in automatic work assignments. Enter a Summary that aptly describes the issue for which the service request is being created.
You can use the Note Type field to classify the note. You can specify who can view a note by setting its Visibility as follows:
Private: Only you
Public: All Oracle E-Business Suite application users
Publish: All Oracle E-Business Suite application users and external customers
In the Note field you can enter notes related to the service request in rich text format.