Index

A

about
  duplicate checking link
about e-record template link
about e-records link
access type
  security link
action
  define link
action plan
  set up link
additional address style
  set up link
additional attributes
  about link
additional attributes for tasks
  define link
additional attributes to task type
  map link
additional service billing types
  set up link
Agent Dashboard link
alert
  defining link
application module
  responsibility
    access link
application search
  enabling link
  overview link
  predefined data link
application search menu
  enabling link
application windows drill down
  enable link
approval requests
  viewing status link
associated parties link
associated party information
  capture link
attribute and attribute group
  set up link
attribute capture
  Oracle iSupport
    enable link
attribute display
  Add Party page link
attribute group
  map
    service request type link
  set up link
attribute group and party role
  association link
attribute setup
  overview link
attributes for service request type
  set up link
audit history
  view link
audit information link
automated distribution
  work priority link
automatic
  work assignment link
automatic assignment
  trigger link
automatic charges submission
  modify link
  restriction rules
    set up link
automatic closure for service request link
automatic refresh
  profiles
    set up link
automatic submission
  Field Service charges link
  set up link
automatic task generation
  E-Business Suite applications link
available tokens link

B

billing type and billing category
  associate link
boolean profile check
  define link
business process, service activity, and billing type
  about link
  setup
    process overview link
business processes
  setting up link

C

calendars, shifts and exceptions
  setting up link
capturing
  costs link
  interactions and activities link
capturing additional service request attributes
  overview link
capturing approvals and e-records
  set up link
Case Management
  specifying default customer link
case management
  configuring link
  task search link
  task search, save link
  task, create and update link
case security
  about link
charge line
  view source link
charges link
  architecture link
  automatic submission link
  bill only link
  install base updates link
  key concepts link
  key fields link
  Oracle Installed Base link
  order lines link
  overview link
  return lines link
  valid cases link
charges key fields
  change owner link
  line category link
  non-source info link
  source info region link
  source transaction types region link
Charges Order Management Flexfield Mapping page link
charges setup
  process overview link
charges setup for items
  overview link
charges submission
  automatic link
  setting up link
charges system profiles
  set up link
charges user hooks
  set up link
charges user procedures in HTML interface
  creating a charge line link
  creating a charge line for a replacement link
  creating a charge line for a return link
  overview link
  submitting charges manually link
  viewing pending charges for Field Service tasks link
  viewing the source of a charge line link
  viewing the status of submitted orders and invoices link
computer telephony integration
  implementing link
  overview link
concurrent program
  Interface Service Costs to Oracle Projects link
condition
  relationship plan
    create link
conditions and actions
  hook up link
configuring
  case management link
Configuring Descriptive Flexfields
  Services link
contact
  party role group link
Contact Center
  configure
    header link
  enable
    attachment link
    Collateral tab link
    direct CTI telephony integration link
    e-mail link
  implement
    Contracts tab link
  integrate
    CTI applications link
  integration with Oracle Email Center link
  IVR parameters, call reasons, and behavior link
  modify
    Addresses tab link
    Contact Points tab link
    header link
    Install Base tab link
    Interactions tab link
    Notes tab and All Notes window link
    Orders tab link
    Party Information tab link
    Relationships tab link
    service key link
    Service Request tab link
    Tasks tab link
  modify
    Dashboard tab link
  restrict access
    Accounts tab and Account Details window link
  search preferences
    set up link
  service key search preferences
    set up link
  set up
    custom tabs link
    Invoices tab link
  telephony
    call flow sequence link
    login sequence link
Contact Center behavior
  modify
    overview link
Contact Center header link
Contact Center telephony
  implement
    Oracle telephony link
contact information link
contract link
contract labor schedule
  set up link
cost details
  viewing link
costing method
  setting up link
countries and address style
  mapping link
create
  escalation link
Create Organization or Create Person link
creating
  charge line link
  notification rule link
  service request link
critical customers
  set up link
CTI applications
  direct integration
    overview link
custom functions for attributes
  create link
custom security
  creating link
custom tabs
  basic information link
  function names link link
  guidelines
    set up link
  service request window
    about link
customer information link
  displaying link
  graphical format link
  share link
  summaries link
customer invoice
  charges display
    modify link
customer management link
customer profile
  setup process link
customer profile engine
  run link
    parties link
customer profiles link
customer replies
  alerting agents link
customer search
  specify
    default vales link

D

dashboard display
  customer attributes
    customize link
Data security for service request attachments
  viewing link
data security process
  setting up link
debrief lines for replaced parts
  set up link
default business process
  set up link
default labor schedule
  set up link
default search fields
  display
    example link
default sort order
  set up link
defining
  profile checks link
deleted information link
dependent attribute
  set up link
details
  drill down link
direct computer telephony integration
  call flow sequences link
  login link
disabling
  forwarding link
  replying link
  resending link
distribution concepts
  overview link
duplicate checking
  customer and item details
    set up link
  item instance or serial number
    set up link
  overview link
  service request attributes
    set up link
  set up link

E

e-mail context link
e-mail follow-up task type
  e-mail notification link
e-mail notification
  generic process link
e-mail notification workflow link
e-mail templates link
e-record template
  about link
  download and register link
e-records
  about link
  date and time link
  summary report link
electronic records and approvals
  integration setup link
  uses link
Email and workflow notifications
  nonemployee owners link
enabling
  application search link
error prevention
  price recalculation link
escalation
  create link
example
  disable codes link
  enable codes link
exposed and hidden content link
extensible attribute
  overview link
extensible attributes
  architecture link
  basic concepts link
  create
    region link
  customers and associated parties link
  display link
  number
     supported attributes link
  service request link
  specify
    service request types link
  usage link
external descriptive flexfield link

F

field service charges
  review and submit link
field service tasks
  view pending charges link

G

generating tasks
  status transition link
global address formatting and validation
  specify link
global extensible attribute
  set up link
guidelines
  setting up custom tabs link

H

high availability
  architecture link
  concurrent programs in TeleService link
  critical functions link
  importing
    transaction logs link
  mapping responsibilities link link
  overview link
  seeded responsibilities
    mapping responsibilities link
  set up link
  solution
    assumptions link
  user actions supported in TeleService link
HTML Contact Center link
  Customer overview link
HTML modules
  architecture overview link
  process overview
    configure and personalize link
HTML page personalization
  enable link
HTML templates
  preconfigured link

I

implementation tasks
  Service Desk link
  Service Request and Contact Center link
importing resources link
inbound calls
  receive link
indexing note link
InQuira
  overview link
  setup link
Install Base tab
  actions link
    set up link
install base transaction subtypes
  set up link
install base update
  bill customer link
installing
  Oracle XML Publisher link
Integration
  Oracle Advanced Pricing and Oracle TeleService Charges link
integration
  Oracle Enterprise Asset Management link
  Oracle Projects link
integration process
  overview link
interaction
  setup link
interaction history link
intermediate statuses link
internal descriptive flexfield link
inventory item
  setting up link
item costs
  setting up link
items
  set up link

J

jeopardy
  set up
    service request link

K

key integrations link
key performance indicators
  set up link
  understand link

L

labor charges
  determined link
labor schedule
  set up link
linked solutions link
list content
  modify link
list of values for answers
  additional attributes
    create link
load balancing formula
  about link
  setting up link
Loading Service Data link
local e-mail client
  disable link
lookup
  Customer Support link
lookups
  Case Management link
  ITIL link
  Service Desk link
LOV type forprice list
  specify link

M

Manager Dashboard link
manual charges
  submit link
mapping
  resolution codes link
mapping responsibilities
  about link
Mapping service request templates link
Mapping templates
  service requests link
mass service request update
  about link
  confirming update of service requests link
  overview link
  searching for service requests link
  updating service requests link
mass service requests update
  reassigning service requests link
merge fields
  Contact Center-specific link
  e-mail templates link
Merging Customer Accounts Associated with Different Parties link
Merging service requests link
message action codes
  Oracle Workflow Messaging
    set up link
message and notification text
  change link
messages
  define link
  generate link
messages and scripts
  associate with relationship plans
    set up link
  set up link
module
  case management link
  compatibility link
  customer support link
  service desk link
  Service Request and Contact Center link
multiple HTML modules
  enable link
multiple mappings
  rules
    set up link
multiple modules link
multiple row attribute
  set up link
multiple time zone support
  enable link

N

new problem code mapping
  creating link
next work
  delivery and distribution link
notes link
  modify link
notification
  overview link
  post-install steps link
  template types link
  when and whom can you notify link
notification process
  restrictions link
notification rule
  creating link
notification rules
  displaying link
  updating link
notification templates link
Notifications
  profile options link
notifications
  setting up link

O

operating unit
  restrict agent use link
Oracle Complex Maintenance, Repair, and Overhaul
  enable link
Oracle Email Center
  enabling integration link
  integrating service requests link
  integration link
Oracle Knowledge Management
  enable link
Oracle Projects
  integration link
  key terms link
  using link
Oracle Scripting
  enable link
Oracle Service Command Center
  Manager Dashboard link
Oracle TeleService Resources
  setting up link
Oracle Workflow Processes link
Orders tab
  actions link
    set up link
other system profiles
  charges
    set up link
Override Customer Criticality window
  default value
    specify link
overview
   multiple time zone link
  actions architecture link
  application search link
  automatic task generation link
  charges link
  Oracle TeleService link
  service request purge link

P

page setup
  display
    attribute group link
parameters
  service request hesder link
parameters passed link
parts
  search link
party and account numbering
  set up link
party extensible attributes
  set up link
party role
  about link
  create link
  party role groups
    overview link
  update link
party role group
  create link
  update link
party role groups
  about link
Peer Comparison link
permissions
  setting up link
personal and group performance
  statistics link
personalization link
personalize
  Advanced Search page link
  Case Management link
plan group
  define link
predefined data
  grants link
  object functions link
  object instance sets
    restrict access link
    unrestricted access link
  objects link
  permission sets link
  permissions link
predefined data definition link
predefined functions link
  Contact Center link
  Service Request link
problem code from search criteria
  remove
    example link
problem code mapping
  about link
problem codes
  about link
  mapping link
  set up link
process
  implementation considerations link
  implementation prerequisites link
profile check
  defining drill down link
  grouping link
profile check categories
  defining link
profile check display
  grouping
    dashboard tab link
profile check variables
  defining link
profile checks
  defining link
  predefined link
profile options
  service requests link
profile ratings
  defining link
profit margin report
  generate link
prompts and questions
  create link

Q

quick menu
  set up link

R

ratings
  associating with colors link
records
  purge link
reference links
  setting up link
related objects link
related service requests link
relationship plan
  enable modules link
  limitations link
  Outcomes window link
  prerequisites link
  setup
    process overview link
  Setup window
    enable link
  technical overview link
relationship plan assignment engine
  run link
relationship plan conditions
  add or modify link
relationship plans
  about link
  components link
  create link
  customer database
    monitor link
  enable link
  integrating link
  lookups
    modify link
  qualifying customers
    evaluate link
relationship type
  changing the wording link
replacement charge line
  create link
request type
  service request link
request type and additional attributes
  generate tasks or launch workflows link
request type and attribute values
  task generation link
resolution code mapping
  creating link
resolution codes
  about link
  mapping link link
  set up link
resource groups
  setting up link
resources
  importing link
responsibility mapping
  creating link
  updating link
responsibility mappings
   usage link
  enabling for iSupport link
restriction rule
  add link
  update link
restriction rules
  about link
return
  set up link
return charge line
  create link
return for credit
  create link
return for repair
  create link
return for replacement
  create link
return types
  about link
rules
  default operating unit link

S

sample e-mail workflow
  enable link
search
  limit link
search criteria
  Advanced Search page link
  Case Management link
  Service Desk link
search criterial
  Customer Support link
search order
  specify link
searching
  item instances link
  parts link
  task link
secure enterprise search
  setting up link
security
  about link
  effect
    other applications link
  overview link
  predefined data link
sending an e-mail link
service activity and business process
  association link
Service Command Center
  Agent Dashboard link
Service Command Center Overview link
service costing
  profile option link
service desk
  task search link
  task search, save link
  task, create and update link
service event link
service key
  extend
    search link
Service Product Configuration link
service qualifiers
  territory link
Service request
  multiple contact points link
service request
  about link
  adding multiple products link
  assigning to groups link
  assigning to individuals link
  assignment link
  automatic assignment link
  automatic creation from e-mails link
  creating link
  detailed report link
  electronic approvals link
  extensible attributes link
  merge fields link
  resolving link
  searching link
  status groups link
  status transitions link
  statuses link
  types link
service request charges
  view report link
Service Request Data Purge
  concurrent program
    run link
service request extensible attributes link
  set up link
service request information link
service request linking
  overview link
service request problem codes
  defining link
service request relationships
  modify link
service request reports
  modify link
  overview link
service request security
  features link
service request setup
  concepts link
service request severities
  setting up link
service request status
  setting up link
service request status update rules
  turn off link
service request subject link
service request task
  assigning to groups link
  automatic assignment link
service request tasks link
  assigning to individuals link
  multiple time zone support
    enable link
Service request templates link
service request type
  categories
    Oracle iSupport link
  setting up link
service request types
  grouping link
Service Request window
  IVR parameters, call reasons, and behavior link
Service requests
  tracking link
service requests
  closure automation link
  multiple time zone support
    enable link
service security
  turning on or off link
Service tasks
  tracking link
service territories
  setting up link
set up items
  guidelines link
Setting Profile Options
  Services link
setting up link
  business processes link
  default response link
  DFFs for advanced service request searches link
  e-record template link
  inventory item link
  item costs link
  list of values link
  new note types link
  permissions link
  resolution times link
  service activities link
  service activity codes link
  service request resolution codes link
  service request severities link
  service request templates link
  service request type link
  service request urgencies link
  service territories link
  task types link
  triggering service request status link
setting up items
  inventory tab link
  main tab link
  order management tab link
  service tab link link
  service tab (debrief and charges region) link
Setting Up Service Command Center link
setup
  integrated applications
    Case Management link
    Service Desk link
    Service Request and Contact Center link
  interactions and activities link
Setup and Configuration Steps
  Service link
skill levels link
sort order
  about link
specify
  search criteria
    Service Request Attributes region link
status
  service request link
status and related setups
  example link
status group
  service request link
  setting up link
  transition rules link
statuses
  approval action link
  rejection action link
  triggering link
submitted orders and invoices
  view
    status link
system profiles and lookups link

T

task
  create, update link
task generation
  additional Contact Center attributes
    overview link
  extend
    workflow process link
  modify link
  modify and sextend link
  request types, items, and problem code link
  specify conditions link
task generation setup
  implement link
task priority
  define link
task search
  save link
task status
  define link
task template group mapping
  update link
task types
  define link
tasks
  search link
telephony integration
  about link
telephony user procedures
  Oracle TeleService link
Templates
  service requests link
templates
  text notification link
text notification templates link

U

Universal Work Queue
  implementation link
  integration link
  work, display link
unknown party information
  capture link
updating
  notification rules link
user reports
  specifying data definition link

V

validate address
  user hook
    implement link
value set
  set up link
value sets
  set up link

W

windows
  Audit History link
  Call Information link
  Call Wrap link
  Contact Center link
  Contact Preferences link
  Contracts link
  Copy Service Request link
  Create Contact link
  Create Customer link
  Create Tasks from Template Group link
  Creates Tasks from Template Group link
  Customer Account Details link
  Customer Relationship Actions link
  Drilldown List link
  Edit Address link
  Edit Contact link link
  Edit Customer link
  Find Critically Overriden Customers link
  Find Customer Information link
  Find Installed Base link
  Find Item Instance link
  Find Service Request link
  Find Service Requests link
  Fulfillment Request link
  Identifying Address link
  Incident Address Search link
  Item Instance link
  Log and Notes link
  Maintenance Requirements link
  Modify Plans link
  Nodes for UWQ SR link
  Notes Detail link
  Notify link
  Oracle Scripting link
  Organization Details link
  Override Customer Criticality link
  Party Site Contact Points link
  Person Details link
  Plans Summary link
  Potential Duplicate Service Requests link
  Process Messages link
  Profile link
  Quick Menu link
  Quick Task link
  Relationship Plans Search link
  Resource Availability link link
  Review Kits link
  Review Order link
  Save Search link
  Search Installed Base link
  Send Message link
  Service History link
  Service Request link
  Service Request Runtime Attribute Capture link
  Task Details link
  View Message link
windowsCustomer Search link
work
  assignment
    distribution link
  request link
work action
  assign link
work assignment link
  overview link
  setting up link
work assignment and distribution models
  agent dashboard variations link
work data
  synchronizing link
work distribution link
  setting up link
  turning on link
Work distribution user considerations
  automatic link
work types link
workflow
  service request link
  status transition link
wrap-up
  set up link