Oracle Service Command Center

This chapter covers the following topics:

• Overview
• Agent Dashboard
• Manager Dashboard
• Service History Dashboard
• Charges Dashboard

Service Command Center

Overview

The Oracle Service Command Center presents service managers and agents with an integrated view of service request data. You can use key metrics, drillable graphs, and tag clouds to gain insight into request and charge data to diagnose issues and perform efficient and effective corrective actions on related service requests to improve your operational and process efficiency.

Use the Service Command Center to:

• Deliver timely service:

  • Act on service requests and tasks with SLA risks

  • Prioritize escalated and high priority requests

• Remove bottlenecks and balance workloads:

  • Identify unassigned service requests

  • Distribute workload to individuals and groups

• Expedite service billing:

  • Progress stalled charge lines for invoicing

  • Get insights into service profitability for charges

The Service Command Center includes the following dashboards:

• Agent Dashboard: Use this dashboard to identify service requests that require your immediate attention and to perform actions on those service requests. See the Agent Dashboard for more information.

• Manager Dashboard: Use this dashboard to get a high-level view of the overall performance of your service organization. See the Manager Dashboard for more information.

• Service History Dashboard: Use this dashboard to view relationships between customer, product and the service request resolution process. See the Service History Dashboard for more information.

• Charges Dashboard: Use this dashboard to expedite service billing and to get insights into service profitability, See the Charges Dashboard for more information.

Note: You can use the Service Contracts Command Center only after the installation and common configurations are completed as described in My Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command Center Framework, Release 12.2. For additional ECC Overview information, see Overview of Oracle Enterprise Command Center Framework, Oracle E-Business Suite User's Guide.

Searching Enterprise Command Center Dashboards

Use the dashboard sidebar to refine (filter) the data on each dashboard. You can also Search using a keyword, value, or a specific record. The type-ahead feature suggests matches for your entry that correspond to the selected data set. When you submit a search, the search term is added to the Selected Refinements list, and the dashboard data is refined to include only records that match the search. You can add multiple refinements and remove any of them at any time. Using Saved Searches, you can create and save your searches and refer to them later. You can also edit and delete saved searches.

Use an asterisk (*) or percent sign (%) to perform a partial keyword or record search that matches any string of zero or more characters. You can also use a question mark (?) to perform a partial search that matches any single character.

Additional Information: For more information about searching for and refining data in enterprise command centers, see Search in Highlights of an Enterprise Command Center, Oracle E-Business Suite User's Guide.

Agent Dashboard

The Agent Dashboard identifies service requests that require immediate attention and enables you to perform actions on those service requests. You can research past issues to quickly resolve current service requests.

Use the dashboard to:

• Search for service requests using notes keywords. You can search using note attributes such as Note Status and Note Type, Source Type, Service Request Notes, and Task Notes.

• View service requests and service tasks metrics.

• View agent work bins.

• Use in-memory search functionality with near real-time data.

• Perform daily transactions of service tier 2 agents.

• Work with service tasks.

• View and update charges and charge line details.

The dashboard also enables you to eliminate service-level agreements (SLA) compliance risks by:

• Identifying service requests with potential SLA compliance risks

• Identifying tasks that cause resolution delays

• Quickly identifying escalated and high-priority service requests

Access the Agent Dashboard using the following navigation:

(N) Customer Support Specialist responsibility > Customer Support > Agent Dashboard

Agent Dashboard

Update Service Request Dialog Box

The following table describes the Agent Dashboard:

Component	Description
Service Request (search box)	Users can enter notes keywords in the Service Request Search box. You can search using keywords in both service request notes and task notes that return a list of service requests that match the criteria.
My Service Requests Metrics (summary bar)	This summary bar contains the following key metrics: My Service Requests: This metric shows the number of open service requests that you currently own or that are assigned to you. My Group Service Requests: This metric shows the number of open service requests assigned to the groups to which you belong. Escalated: This metric shows the number of service requests in Escalated status that you currently owned or that are assigned to you. Past Due This metric shows the number of service requests that have missed response or resolution dates that you currently own or that are assigned to you. At Risk This metric shows the number of service requests that you currently own or that are assigned to you, and that are at risk of missing response or resolution dates.
My Task Metrics (summary bar)	This summary bar contains the following key metrics: My Tasks: This metric shows the number of tasks that you currently own or that are assigned to you. My Group Tasks: This metric shows the number of tasks owned by or that are assigned to the groups to which you belong. Escalated: This metric shows the number of escalated tasks associated with service requests that you currently own or that are assigned to you. Past Due: This metric shows the number of tasks associated with service requests that missed their resolution dates and that you currently own or that are assigned to you. At Risk: This metric shows the number of tasks associated with service requests, that you currently own or that are assigned to you, and that are at risk of missing their resolution dates.
Service Requests (tab)	This tab includes the following charts: The Open Service Requests by Due Date chart shows the number of open service requests with response or resolution due date buckets. You can select dimensions to view and sort service requests by assigned group, individual owner, request type, status, or item. The Service Request Distribution chart shows the number of service requests grouped by request type, customer, or item. You can also select dimensions to view and sort service request types grouped by escalation, status, or alert status.
Service Request Details (results table)	This results table shows attributes pertaining to service requests details. From the drop-down list, you can select views to show service request details by: Owner Problem Product Dates Customer Contract Additional Information for Agents Additional Information You can perform the following row-level actions: To view details of the selected service request, click the Record Details icon. To update the important attributes of a selected service request, click the Update icon. The Update Service Request dialog box appears. Use this to update the status, assigned group, severity and individual owner details. To update the record immediately on the dashboard, click Apply. To view the Logs and Notes for a service request, click the Logs and Notes drawer icon. The Logs and Notes drawer appears that enables users to view the majority of the service request details without leaving the Agent Dashboard. To update other service request details on the Update Service Request page, click the Number link. The following actions are available from the Options icon in this results table. Export - Export the search results in a comma-separated values (CSV) file format. Compare - Select multiple rows to compare information. Mass Update - Select to modify service requests and navigate to the Mass Service Request Update page. Note: The application automatically updates service request information on the dashboard when you update using the Mass Service Request Update option.
Tasks (tab)	This tab includes the following charts: Open Tasks by Due Date: This chart shows the number of open service tasks with past due date buckets. This chart also shows tasks by task type. Tasks by Type: This chart shows the distribution of tasks by task type. You can select dimensions to view and sort task types grouped by status, owner, or priority.
Task Details (results table)	This results table shows attributes pertaining to service tasks details. From the drop-down list, you can select views to show service task details by: Task Details Tasks additional information You can perform the following row-level actions: To view details of the selected task, click the Record Details icon. To update a selected service request on the Update Service Request page, click the Service Request link. To open the Update Task page and update a selected task, click the Task Number link. The following actions are available from the Options icon in the results tables for this tab. Export - Export the search results in a comma-separated values (CSV) file format. Compare - Select multiple rows to compare information.

To create and update service requests, click the Work Queues tab and navigate to the Agent Dashboard page. To perform specific actions directly from the dashboard, click links associated with a specific service request in the results table to navigate to the Update Service Requests page. Use this page to update service request details.

Note: The application automatically updates service request information on the dashboard when you use the Update Service Request option.

Manager Dashboard

As a service manager, use the Manager Dashboard to identify service requests that require your immediate attention and to perform corrective actions on those service requests. This dashboard provides a high-level view of the overall performance of your service organization, and helps you to manage daily activities and take strategic decisions such as load balancing the outstanding work, focusing on specific customer issues, and tracking critical service information for top records.

The dashboard enables you to:

• Ensure service-level agreements (SLA) compliance and improve customer satisfaction by:

  • Identifying service requests with potential SLA compliance risks in advance.

  • Identifying tasks that may cause resolution delays.

  • Rebalancing workloads to meet SLA dates and requirements.

  • Identifying customers that need special attention.

• Prioritize service requests by:

  • Quickly identifying escalated and high-priority service requests.

  • Rebalancing the workload to ensure that agents are working on high-priority items.

  • Gaining insight on best customers, tracking items with the most service requests, and addressing critical issues.

• Identify bottlenecks and take corrective actions by:

  • Ensuring that the workload is optimized.

  • Ensuring that the proper resource is working on high priority issues.

Manager Dashboard

Update Service Request Dialog Box

Access the Manager Dashboard using the following navigation:

Service Manager responsibility > Manager Dashboard

The following table describes the dashboard:

Component	Description
Service Requests Metrics (summary bar)	This summary bar contains the following key metrics: Open: This metric shows the number of open service requests. Escalated: This metric shows the number of service requests in Escalated status. Past Due: This metric shows the number of service requests that have missed response or resolution dates. At Risk: This metric shows the number of service requests that are at risk of missing response or resolution dates. Unassigned: This metric shows the number of service requests that do not have an owner or a group assigned.
Task Metrics (summary bar)	This summary bar contains the following key metrics: Open: This metric shows the number of open tasks. Escalated: This metric shows the number of escalated tasks associated with service requests. Past Due: This metric shows the number of tasks associated with service requests that missed their resolution dates. At Risk: This metric shows the number of tasks associated with service requests that are at risk of missing their resolution dates.
Service Requests (tab)	This tab contains the following charts: Open Service Requests by Due Date: This chart shows the number of open service requests with response or resolution due dates. You can select dimensions to view and sort service requests grouped by assigned group, individual owner, request type, status, or item. The Service Requests by Owner: This chart shows the number of service requests by assigned group or individual owner. You can select dimensions to view and sort service request types grouped by alert status, escalation, item, or customer.
Service Request Details (results table)	This results table displays attributes pertaining to open service requests details. From the drop-down list, you can select views to display Service Request Details by attributes such as owner, problem, product, and so on. You can perform the following row-level actions: To view details of the selected service request, click the Record Details icon. To update the important attributes of a selected service request, click the Update icon. The Update Service Request dialog box appears. Use this to update the status, assigned group, severity and individual owner details. To update the record immediately on the dashboard, click Apply. To update other service request details on the Update Service Request page, click the Number link. To view the customer details on the Customer Overview page, click the Customer Number link. The following actions are available from the Options icon in this results table: Export - Export the search results in a comma-separated values (CSV) file format. Compare - Select multiple rows to compare information. Mass Update: Select to modify service requests and navigate to the Mass Service Request Update page. Note: The application automatically updates service request information on the dashboard when you update using this option.
Tasks (tab)	This tab contains the following charts: Open Tasks by Due Date: this chart shows the number of open service tasks with past due dates. This chart also shows tasks by owner or task type. Tasks by Type: this chart shows the distribution of tasks by task type. You can select dimensions to view and sort task types grouped by status, owner, and priority.
Task Details (results table)	This results table shows attributes pertaining to open service tasks details. You can perform the following row-level actions: To view details of the selected task, click the Record Details icon. To update a selected service request on the Update Service Request page, click the Service Request link. To open the Update Task page and update a selected task, click the Task Number link. Note: Updated tasks are visible after your system administrator runs the incremental load. The following actions are available from the Options icon in the results tables for this tab. Export - Export the search results in a comma-separated values (CSV) file format. Compare - Select multiple rows to compare information.
Performance Insights (tab)	This tab contains the following charts: Service Requests Trend: this chart shows open and closed service requests over a time period. You can select dimension values for time periods that include the month created, week created, and the date created. Inflow vs. Outflow: this chart shows valuable agent and group performances over a time period that enable managers to make informed decisions and take necessary actions. You can select group dimension values for time periods that include the month created, week created, and the date created. This chart complements the Service Requests Trend chart and shows how many service requests have been created, and how many have been closed. Top Service Requests by Category: this chart shows the highest numbers of service requests created by the categories customer, item, and problem type. Use this chart to view customers with the most service requests, items with the most service requests, and your most common issues. To export charts as an image or in a comma-separated values (CSV) file format, click the Options icon in the charts.

To create and update service requests, click the Work Queues tab and navigate to the Agent Dashboard page. To perform specific actions directly from the dashboard, click links associated with a specific service request in the results table to navigate to the Update Service Requests page. Use this page to update service request details.

Note: The application automatically updates service request information on the dashboard when you use the Update Service Request option.

Service History Dashboard

The Service History Dashboard diagram can be used by service managers and customer support specialists to view relationships among data sets. You can use this dashboard to display relationships between customer, product, and the service request resolution process. You can also perform Specific EBS actions to expedite the service resolution process.

Use the dashboard to:

• Identify past service requests for specific customers or products.

• Understand the details of parts used or the work completed to resolve specific service request types or issues.

• Visually identify potential causes of service delays for high priority service requests.

From the Service Manager or Customer Support Specialist responsibility, navigate to the Service History Dashboard:

(N) Service Manager > Service History

(N) Customer Support Specialist > Service History

Service History Dashboard

The following actions are available for each dataset. Right click on each node to display available actions.

Action	Nodes	Description
View Notes	Service Request Tasks Debrief	Click this action link to view existing notes on the data sets.
Create Note	Service Request Tasks	Click this action link to create notes on the data sets.
Service Request Links	Service Request	Click this action link to create and view existing service request links for the Service Request.

Charges Dashboard

As a service manager, use the Charges Dashboard to ensure that your customers are billed as soon as a service is provided.

Use the dashboard to:

• Search for service requests using notes keywords.

• Review charges.

  • Review charge lines by status and find charge lines that are in For Review status.

  • Filter charge lines and review reasons that these lines have not automatically progressed to invoicing.

• Identify stalled charge lines for review and to progress the service billing process.

From the Service Manager or Customer Support Specialist responsibility, navigate to the Charges Dashboard:

(N) Service Manager > Charges Dashboard

(N) Customer Support Specialist > Charges Dashboard

Charges Dashboard

Update Charge Dialog Box

The following table describes the dashboard:

Component	Description
Service Request (search box)	Users can enter notes keywords in the Service Request Search box. You can search using keywords in both service request notes and task notes that return a list of service requests that match the criteria.
Profit Details (summary bar)	This summary bar contains the following key metrics: Currency: This metric shows the list of currencies using which charge lines are created. Once you select a currency, the rest of the values on the tab are displayed using that currency. Total Revenue: This metric shows the total revenue of charge lines based on the selected currency. Total Cost: This metric shows the total value of the cost lines based on the selected currency. Total Discount Amount: This metric shows the total value of discounts. Profit or Loss: This metric shows the profit or loss, which is calculated by subtracting the Total Cost from the Total Revenue. Profit or Loss Percentage: This metric shows the percentage of the profit or loss.
Distribution of Charges (chart)	This chart shows the charge lines that require urgent attention. This chart displays the number of charge lines for different statuses (new, submitted, failed, needs review, and so on.) You can select dimensions to view the distribution of types and source of charge lines. To export the chart as an image or a comma-separated values (CSV) file format, click the Options icon and select the Export action.
Distribution by Product (chart)	This chart shows the number of charge lines. You can click the Options icon and select group dimensions to see the number of charge lines by attributes such as customer, billing type, service activity, and the source. To export the chart as an image or a comma-separated values (CSV) file format, click the Options icon, and select the Export action.
Charges and Cost (tabbed component) Summary (tab)	The Charges and Cost Summary table shows a summary view of charges, cost, and profit based on attributes that include Customer, Business Process, Service Activity, Item, Operating Unit, and Billing Type. The following actions are available from the Options icon in this results table: Hide/Show Attributes - Click the Options icon to select and view a summary of charges, cost, and profit based on attributes that include, Customer,Business Process, Service Activity, Item,Operating Unit, and Billing Type. Aggregated Table - Click the Aggregated Table icon to view a summary of charges, cost, and profitability of the service work using different data dimensions. When you are viewing the aggregated table, click the Pivot Table icon to return to the default Summary table view.
Charges and Cost (tabbed component) Details (tab)	The Charges and Cost Details results table shows attributes pertaining to charges. From the drop-down list, you can select views to display charges by: Charge Details Customer Document Reference Pricing Product You can perform the following row-level actions: To view service request details for the selected record, click the Record Details icon. To update the important attributes of selected charge lines, click the Update icon. The Update Charge dialog box appears. Use this to update the override unit price, quantity, UOM, price list, ship to address, bill to address, and add to order number details. To update the record immediately on the dashboard, click Update. The following actions are available from the Options icon in this results table: Export - Export the search results in a comma-separated values (CSV) file format. Compare - Select multiple rows to compare information. Submit Charge Lines: Submit the selected charge lines to Order Management. The Submit Charge Lines dialog box appears. Review the details and click Submit.