70/70
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 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 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
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