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Oracle TeleService Implementation and User Guide

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Overview of Oracle TeleService and Implementation Checklists

This part describes the Oracle TeleService application and provides checklists of implementation steps for all of its modules.

About Oracle TeleService

Oracle TeleService Overview

Multiple Modules for Different Uses

About the Service Request and Contact Center Module

About the Customer Support Module

About the Service Desk Module

About the Case Management Module

Module Compatibility

Customer Management Features

Work Related Features

Key Integrations

Common Application Components

Service Suite Foundation

Key Integrations with Other E-Business Suite Applications

Oracle Service Command Center

Agent Dashboard

Manager Dashboard

Service History Dashboard

Charges Dashboard

Service Request and Contact Center Module Implementation Checklist

Setups in Integrated Applications

Implementation Tasks for the Service Request and Contact Center Module

Service Desk Implementation Checklist

Setups in Integrated Applications

Implementation Tasks for Service Desk

Case Management Implementation Checklist

Setups in Integrated Applications

Implementation Tasks for Case Management

Oracle Service Command Center Setup

Setting Up Service Command Center

Setup and Configuration Steps

Setting Profile Options for Service Command Center

Configuring Descriptive Flexfields for Search

Loading Service Data

High Availability

This part of the guide includes procedures to implement High Availability (HA).

Implementing High Availability

About High Availability

High Availability Solution

Critical Business Functions Available in High Availability

Assumptions

Setting Up High Availability

Importing Transaction Logs

About Mapping Responsibilities

Seeded Responsibilities

Mapping Responsibilities

Concurrent Program Supported in TeleService in High Availability

User Actions Supported in TeleService in High Availability

Common Setups

This part includes chapters describing all of the setups common to all of the Oracle TeleService modules including Case Management.

Setting Up Resources

Process for Setting Up Oracle TeleService Resources

Setting Up Resource Groups

Importing Resources

Setting Up Imported Resources

Basic Service Request Setups

Setting Up Business Processes

About Statuses, Status Groups, and Service Request Types

Service Request Statuses

Service Request Status Groups and Status Transitions

Service Request Types

About Final Statuses Aborting Existing Oracle Workflow Processes

Service Request Type Categories for Customers Using Oracle iSupport

Setting Up Service Request Statuses

Setting Up Status Groups

Setting Up Service Request Types

Grouping Service Request Types into Categories for Oracle iSupport

Setting Up Service Request Severities

Setting Up Service Request Urgencies

Setting Up Problem Codes

About Problem Codes

About Problem Code Mapping

Defining Service Request Problem Codes

Mapping Problem Codes

Creating a New Problem Code Mapping

Setting Up Resolution Codes

About Resolution Codes

About Mapping Resolution Codes

Setting Up Service Request Resolution Codes

Mapping Resolution Codes

Creating a Resolution Code Mapping

Setting Up Service Request Templates

About Service Request Templates

Mapping Service Request Templates

Creating Service Requests from Service Request Templates

Setting Up Default Response and Resolution Times

Setting Up Task Types and Priorities for Service Request Tasks

Setting Up New Note Types for Service Requests and Tasks

Setting Up Descriptive Flexfields for Advanced Service Request Searches

Indexing Note and Summary Text for Searches

Enabling Integration with Oracle Enterprise Asset Management

About Oracle Workflow Processes Included with Your Application

Setting Up the List of Values for the Language Field

Obtaining a List of Valid System Profiles and Lookups

Merging Service Requests

Service Request Linking to Specify Duplicates and Other Relationships

Overview of Service Request Linking

Permitted Modifications to Service Request Relationships

Changing the Wording of a Relationship Type or Removing It from Use

Setting Up Reference Links to Objects Other Than Service Requests

Turning Off Automatic Service Request Status Updates Rules

Setting Up Duplicate Checking

About the Duplicate Checking Topics

Duplicate Checking Overview

Setting Up Duplicate Checking

Setting Up Duplicate Checking by Customer and Item Details

Setting Up Duplicate Checking by Service Request Attributes

Setting Up Duplicate Checking by Item Instance or Serial Number

Setting Up Security

Overview of Security Topic Organization

About Service Request and Case Security

Features of Standard Service Request Security

Read-Only and Other Access Types

Effect of Turning on Standard Service Security on Other Applications

Setting Up Service Request Data Security Process Overview

About Mapping Responsibilities

Uses of Responsibility Mappings

Where You Create and Update Responsibility Mappings

Creating a Responsibility Mapping

Updating a Responsibility Mapping

Turning Standard Service Security On or Off

Creating Your Own Custom Security

Enabling Responsibility Mappings for Oracle iSupport

Setting Up Service Costing

Setting Up a Costing Method

Setting Up an Inventory Item

Setting Up Item Costs

Setting Up Service Activity Codes

Installing Oracle XML Publisher

Setting Up Profile Option

Implementing Charges

Overview of Charges

Architecture of Charges

Setting Up Charges Process Overview

About Setting Up Business Process, Service Activity, and Billing Type

Key Charges Concepts

Process Overview for Business Process, Service Activity and Billing Types Setup

Setting Up Additional Service Billing Types

Associating Billing Types with Billing Categories

Setting Up Service Activities

Associating Service Activities to Business Processes

Setting Up Items in Oracle Inventory

Guidelines for Setting Up Items in Inventory

Main Tab

Order Management Tab

Service Tab (Service Region)

Service Tab (Installed Base region)

Service Tab (Debrief and Charges region)

About Setting Up Labor Schedules for Pricing Labor

How Charges Determines Labor Charges

Setting Up the Contract Labor Schedule

Setting Up the Default Labor Schedule

Restricting Agent Use of Operating Units for Charge Lines

Setting Up Rules for Specifying the Default Operating Unit

Modifying the Display of Charges on Customer Invoices

Setting Up Charges System Profiles

About Setting Up Remaining Charges System Profiles

Setting Up the Default Sort Order on the Charges Tab

Setting Up the Default Service Request Business Process

Specifying the LOV Type for Price List

Preventing Errors from Recalculating Prices in Oracle Order Management

Setting Up Charges User Hooks

Setting Up Charges Submission

Integration with Oracle Projects

Key Terms and Definitions

Integration with Oracle Projects

Process Overview

Implementation Considerations

Implementation Prerequisites

Interfacing Service Costs with Oracle Projects

Using Oracle Projects for Reporting Costs

Setting Up Application Search

Application Search Overview

Setting Up E-Business Suite Secure Enterprise Search

Enabling the Application Search Region

Enabling the Application Search Menu

Setting Up Permissions

Predefined Data for Application Search

Setting Up InQuira Search

Setting Up Inquira Search

Implementing Work Assignment and Distribution

Overview of Key Work Assignment and Distribution Concepts

Work Types

Work Assignment and Work Distribution

How the Application Decides Work Priority for Automated Distribution

When Automatic Work Assignment Gets Triggered

Overview of Service Request and Task Assignment

How the Application Assigns Work in Automatic Assignment

Service Request Assignment

Task Assignment

About Specifying Search Order for Contract and Install Base Resources

General Procedure for Setting Up Work Assignment

Automatically Assigning Service Requests to Groups

Automatically Assigning Service Requests to Individuals

Automatically Assigning Service Request Tasks to Groups

Automatically Assigning Service Request Tasks to Individuals

Guidelines for Setting Up Service Territories

Guidelines for Setting Up Calendars, Shifts, and Exceptions

About the Load Balancing Formula

Setting Up the Load Balancing Formula

Specifying the Numerical Equivalents for Skill Levels

General Procedure for Setting Up Work Distribution

Turning On Work Distribution and Synchronizing Work Data

Enabling Oracle Email Center

Oracle Email Center Integration Overview

Sending an E-mail in the Context of a Service Request

E-Mail Templates

Alerting Agents About Customer Replies

Process for Enabling Oracle Email Center Integration

Integrating Service Requests with Oracle Email Center

Integrating the Contact Center with Oracle Email Center

Merge Fields for E-mail Templates

Service Request Merge Fields

Contact Center-Specific Merge Fields

Disabling Local Email Client in Related Party Information Pages

Disabling Forwarding, Resending, and Replying to Archived Messages

Automatic Creation of Service Requests from E-Mails

Automatic Closure of Service Requests with Tasks

Understanding Closure Automation for Service Requests with Tasks

Setting Up Automatic Closure for Service Requests

Electronic Approvals and Records

Service Request Electronic Approvals and Records Overview

Integration Setup Overview

About E-Records

Special Service Request Setup Concepts

Intermediate Statuses

Triggering Statuses

Approval Action and Rejection Action Statuses

Status Group Transition Rules

Setting Up the Capture of Approvals and E-Records

Example of Status and Related Setups

Setting Up a Triggering Service Request Status

Downloading and Registering the E-Record Template

Specifying a Modified Template for Use by Oracle E-Records

Viewing the Status of Approval Requests of All Service Requests

About the E-Record Template

Detailed Report

Date and Time Displayed in Electronic Records

Enabling Service Request Reports

Overview of Service Request Reports

Modifying the Service Request Report

Specifying the Data Definition for User Reports

Predefined Data Definition Contents

Customer Information

Contact Information

Service Request Subject

Service Request Information

Contract

Associated Parties

Service Request Tasks

Linked Solutions

Notes

Audit Information

Interaction History

Related Service Requests

Related Objects

Internal Descriptive Flexfield

External Descriptive Flexfield

Service Request Extensible Attributes

Charges Information

Profit Margin Information

Setting Up Notifications

Notification Overview

Notification Template Types

Restrictions for the Notification Process

About When and Whom You Can Notify

Events that Trigger Notifications for Service Modules

Notifications for Case Management

Setting Up Notifications

Notification Post-Install Steps

Specifying the “From:” Field in the Message

About Predefined Notification Templates

Text Notification Templates

Preconfigured HTML Templates for Contact Notifications

Available Tokens

Setting Up Profile Options for Notifications

Displaying Existing Notification Rules

Creating a New Notification Rule

Updating Existing Notification Rules

Sending Email and Workflow Notifications to Nonemployee Owners of Service Requests

Setting Up Display of Customer Information

About Displaying Customer Information for Agents

About Customer Profiles

Summaries of Customer Information

Views of Customer Information in a Graphical Format

The Ability to Drill Down to Details

Customer Profile Setup Process Overview

Defining Profile Ratings

Associating Ratings with Colors

Defining Profile Check Categories

Defining Profile Check Variables

Defining Drill Down for a Profile Check

Enabling Application Windows for Drill Down

Defining Profile Checks

Predefined Profile Checks

Defining Variable Profile Checks

Defining Boolean Profile Checks

Grouping Profile Checks for Display in Customer Profile Windows

Grouping Profile Checks for Display in Dashboard Tabs

Determining Access by Application Module and Responsibility

Running the Customer Profile Engine

Running the Customer Profile Engine for a Subset of Parties

Setting Automatic Refresh of Profiles on the Dashboard

Customizing Dashboard Displays by Customer Attributes

Setting Up Relationship Plans

About Relationship Plans

Relationship Plan Components

Monitoring the Database of Customers

Evaluating if Customers Qualify for the Plan

Setting Up the Actions the Plan Takes

Setting Up Messages or Scripts

Hooking Up the Conditions to the Actions

Process Overview of Relationship Plan Setup

Defining Plan Groups

Defining an Action

Setting Up Messages and Scripts for Association with Relationship Plans

Defining Messages

Generating Messages

Creating the Relationship Plan

Creating a Condition for the Relationship Plan

Adding or Modifying Relationship Plan Conditions

Enabling Relationship Plans in Application Modules

Running the Relationship Plan Assignment Engine

Modifying Relationship Plan Lookups

Generating Tasks Automatically

Automatic Task Generation Overview

Automatic Task Generation and Other E-Business Suite Applications

About Generating Tasks on Request Types, Items, and Problem Code

Implementing Task Generation Setup Process Overview

Implementing Task Generation on Status Transition

Specifying Conditions for Task Generation

Updating a Task Template Group Mapping

Setting Up Rules for Handling Multiple Valid Mappings

Mass Updating Service Requests

About Mass Service Request Update

Searching for Service Requests

Updating Service Requests

Reassigning Service Requests

Confirming Update of Service Requests

Global Address Format and Validation

Specifying Global Address Formatting and Validation

Setting Up Additional Address Styles

Mapping Countries to Address Styles

Purging Service Requests or Cases

Service Request Purge Overview

What Information is Deleted

Running the Service Request Data Purge Concurrent Program

Contact Center and Service Request Modules Setups

This part includes chapters describing setups for the Forms based Contact Center and Service Request modules of Oracle TeleService.

Service Request Form Setups

Setting Up Message Action Codes for Oracle Workflow Messaging

Enabling Oracle Complex Maintenance, Repair, and Overhaul

Setting Up Custom Tabs on the Service Request Window

About Setting Up Custom Tabs on the Service Request Window

Basic Information About the Two Tabs

Guidelines for Setting Up Custom Tabs

Parameters Passed from the Service Request Header

Function Names for Custom Tabs

Enabling Multiple Time Zone Support

Multiple Time Zone Overview

Service Requests

Service Request Tasks

Enabling Multiple Time Zone Support

Setting Up Charges for Items Tracked by Install Base

About Charges and Oracle Installed Base

Overview of Charges Setups for Oracle Installed Base Items

Charges and Install Base Updates

Update Install Base and Bill the Customer

Bill Only

Non-Source Info Region

Source Info Region

Source Transaction Types Region

Order Lines

Setting Up Returns (RMAs)

Setting Up Debrief Lines for Replaced Parts

Setting Up Oracle Installed Base Transaction Subtypes for an Activity

Automating Submission of Oracle Field Service Charges

About the Topics on the Automatic Submission of Charges

Overview of Automatic Charges Submission

Modifying the Automatic Submission Process

About Setting Up Rules to Restrict Automatic Submission

About Restriction Rules

Adding a Restriction Rule

Updating a Restriction Rule

Setting Up Automatic Submission

Modifying Contact Center Behavior

Modifying the Behavior of Contact Center Tabs Overview

Modifying the Behavior of the Dashboard Tab

Modifying the Behavior of the Interactions Tab

Modifying the Behavior of the Notes Tab and All Notes Window

Modifying the Behavior of the Tasks Tab

Modifying the Behavior of the Service Request Tab

Implementing the Contracts Tab

Modifying the Behavior of the Install Base Tab

Setting Up the Invoices Tab

Modifying the Behavior of the Orders Tab

Enabling the Collateral Tab

Modifying the Behavior of the Addresses Tab

Modifying the Behavior of the Contact Points Tab

Restricting Access to the Accounts Tab and Account Details Window

Modifying the Behavior of the Party Information Tab

Modifying the Behavior of the Relationships Tab

Modifying the Behavior of the Contact Center Header

Enabling Attachments in the Contact Center

Configuring the Contact Center Header

Contact Center Search Preferences

Setting Up Contact Center Search Preferences

Setting Up Service Key Search Preferences

Limiting Searches to a Specific Country

Modifying the List of Service Keys Used for Searches

Extending the Service Key Search

Specifying the Default Values in the Customer Search Window

Setting Up Contact Center Actions

Actions Architecture Overview

Actions on the Install Base Tab

Actions on the Orders Tab

Setting Up Actions for Contact Center's Install Base Tab

Setting Up Actions for Contact Center's Orders Tab

Additional Contact Center Setups

Setting Up Criteria to Flag Customers as Critical

Specifying the Default Values for the Override Customer Criticality Window

Setting Up Quick Menu

Setting Up Wrap-up

Setting Up Party and Account Numbering

Enabling E-Mail for the Contact Center

Enabling Oracle Knowledge Management

Enabling Oracle Scripting

Enabling Telephony

About Telephony Integration in Oracle TeleService

Implementing Direct Contact Center Integration with CTI Applications

Direct Integration with CTI Applications Overview

Login Sequence for the Contact Center Window

Call Flow Sequence for the Contact Center Window

Enabling Direct CTI Telephony Integration in the Contact Center

Implementing Contact Center Telephony through Oracle Telephony Applications

Contact Center IVR Parameters, Call Reasons, and Window Behavior

Service Request IVR Parameters, Call Reasons, and Window Behavior

Setting Up Custom Tabs in the Contact Center

About Setting Up Custom Tabs in the Contact Center

Guidelines for Setting Up Custom Tabs in the Contact Center

Parameters Passed from the Contact Center Header

Function Names for Custom Tabs

Capturing Additional Service Request Attributes

Overview of Capturing Additional Service Request Attributes in the Contact Center and Service Request Windows

About Additional Attributes

Process Overview of Attribute Setup

Creating Prompts and Questions

Creating the Lists of Values for the Answers

Setting Up Attributes for a Service Request Type

Implementing the Validate Address User Hook

Enabling Attribute Capture in Oracle iSupport

Using Request Types and Additional Attributes to Generate Tasks or Launch Workflows

Generating Tasks on Additional Service Request Attributes

Overview of Task Generation on Additional Contact Center Attributes

Generating Tasks on Request Type and Attribute Values

Modifying and Extending Task Generation

Overview of Modifying Task Generation

Extending Task Generation with a Workflow Process

Defining Task Types

Defining Task Status

Defining Task Priority

Defining Additional Attributes for Tasks

Mapping Additional Attributes to a Task Type

Sample Generic E-mail Notification Workflow

E-Mail Follow-up Task Type

E-mail Notification Generic Process

Enabling the Sample E-mail Workflow Process

Launching Workflow on Status Transition

Implementing Workflow Launch on Status Transition

Common HTML Module Setups

This part of the guide includes procedures common to the HTML-based modules: Customer Support, Service Desk, and Case Management.

Configuring and Personalizing HTML Modules

HTML Module Architecture Overview

Agent Dashboard Variations for Work Assignment and Distribution Models

Automated Work Distribution User Considerations

Configuring and Personalizing HTML Modules Process Overview

Enabling HTML Page Personalization

Exposed and Hidden Flexible Content in Application Pages

Agent Dashboard Page

Create Service Request Page Exposed and Hidden Content

Update Service Request Page Exposed and Hidden Content

Read-Only Service Request Information Page

Advanced Search Page Exposed and Hidden Content

Saved Search Page Exposed and Hidden Content

Party Information Page Exposed and Hidden Content

About Personalizing the Advanced Search Page

About Specifying Search Criteria for the Service Request Attributes Region

Example: Displaying Internal Severity as One of the Default Search Fields

Example: Removing Problem Code from the Search Criteria

Replicating Predefined Responsibility-Level Personalizations for Case Management

Modifying the Content of Lists

Example of When You Must Disable Codes

Example of When You Must Enable Codes

Customer Support Lookups

Service Desk Lookups

Case Management Lookups

Available Search Criteria for Advanced Search Page

Available Search Criteria for Customer Support

Available Search Criteria for Case Management

Available Search Criteria for Service Desk

Other Common HTML Setups

Specifying the Default Customer for Case Management and Service Desk

Enabling Multiple HTML Modules in a Single Instance

Modifying Notes

Viewing Audit History

Understanding Key Performance Indicators

Statistics About Personal and Group Performance

Setting Up Key Performance Indicators

Setting Up Jeopardy for Service Requests

Capturing Additional Service Request Information with Extensible Attributes

Extensible Attribute Overview

Extensible Attribute Basic Concepts

Where Extensible Attributes Are Displayed

Number of Supported Attributes

Personalization

Extensible Attribute Architecture

Extensible Attributes for Customers and Associated Parties

Setting Up Service Request Extensible Attributes

Setting Up Value Sets

Setting Up Attributes and Attribute Groups

Specifying the Service Request Types Where Attributes Appear

Creating Regions (Pages) to Display Attributes

Service Request Extensible Attributes

Creating Custom Functions for Attributes

Example of How Extensible Attributes Are Used in Practice

Example of Global Extensible Attribute Setup

Example of Value Set Setup for Item Location

Example of Attribute Group Setup for Item Location

Example of Mapping Attribute Group to Service Request Types

Example of Page Setup to Display an Attribute Group

Example of Multiple Row Attribute Setup

Example of Dependent Attribute Setup

Capturing and Displaying Interactions and Activities

Overview of Capturing and Displaying Interactions

Setting Up Interactions

Enabling Universal Work Queue

About Universal Work Queue Integration with Oracle TeleService

Implementing Universal Work Queue in Oracle TeleService

Work Queue Display

Requesting Work

Next Work Delivery and Distribution

Assigning a New Action

Enabling Direct CTI

About CTI Integration in Oracle Customer Support

Implementing Direct CTI in Oracle Customer Support HTML

Login Sequence for Direct CTI

Call Flow Sequences in Customer Support

Case Management Setups

This part of the guide includes procedures specific to Case Management. Setups shared with other service applications are described in other parts of this guide. For a list of implementation steps, please refer to the Case Management Implementation Checklist at the front of this book.

Setting Up Case Management

Configuring Case Management for Social Services

Capturing Information About Unknown Parties in a Case

Changing Message and Notification Text

Setting Up Associated Parties

About Party Roles and Party Role Groups

Contacts

About Sort Order

Setting Up Party Roles and Party Role Groups Process Overview

Creating a Party Role

Updating a Party Role

Creating a Party Role Group

Updating a Party Role Group

Capturing Associated Party Information in a Case

Setting Up Associated Party Extensible Attributes

Mapping Attribute Groups to Associated Party Roles

Specifying the Display of Attributes on the Add Party Page

Sample User Procedures

Customer Support User Procedures

About the Sample Customer Support User Procedures

Creating a Service Request

Tracking Service Requests and Service Tasks

Adding Multiple Products to a Service Request

Resolving the Service Request

Creating and Updating a Task

Searching Service Requests

Quick Find

Advanced Searches

Application Search

Searching for Tasks

Saving Task Search

Searching for Item Instances

Creating Escalations

Service Desk User Procedures

About the Sample Service Desk User Procedures

Creating a Service Request

Resolving the Service Request

Creating and Updating a Task

Searching Service Requests

Quick Find

Advanced Searches

Application Search

Searching for Tasks

Saving Task Search

Case Management User Procedures

About the Sample Case Management User Procedures

Creating a Case

Searching Cases

Quick Find

Advanced Searches

Application Search

Creating and Updating a Task

Searching for Tasks

Saving Task Search

Charges User Procedures in Forms Interface

Creating a Charge Line

Understanding Automatic Submission of Field Service Charges

Submitting Charges Manually

Viewing the Status of Submitted Orders and Invoices

About Different Return Types

Creating a Return for Credit

Creating a Return for Replacement

Creating a Charge Line for a Return

Creating the Charge Line for a Replacement

Creating a Return for Repair

Reviewing and Submitting Field Service Charges for Billing

Viewing Pending Charges for Field Service Tasks

Viewing the Source of a Charge Line

Viewing a Report of Charges for a Service Request

Charges User Procedures in HTML Interface

Creating a Charge Line

Submitting Charges Manually

Viewing Pending Charges for Field Service Tasks

Viewing the Source of a Charge Line

Viewing the Status of Submitted Orders and Invoices

Creating a Charge Line for a Return

Creating a Charge Line for a Replacement

Viewing Cost Details

Searching for Parts

Service Costing User Procedures

Capturing Costs

Generating the Profit Margin Report

User Procedures for Oracle Telephony Integrations

About Oracle Telephony User Procedures in Oracle TeleService

About Receiving Inbound Calls

Sharing Customer Information While Conferencing or Transferring Calls

Handling a Web Callback in the Contact Center

Handling a Web Callback in the Service Request Window

About Calling Customers

Calling Customers from the Contact Center

Calling Customers from the Service Request Window

Switching Between Web Callback and Inbound Queues

Quitting the Application When Telephony Is Enabled

Viewing Information About a Call

Wrapping Up a Call

Ending an Interaction Without Entering Call Wrap Up Information

HTML Contact Center

About HTML Contact Center

Scripting OA Launch

Customer Overview

Create Organization or Create Person

Create Service Request

Integrating Relationship Plans in Other Applications

Integration Via Form-Level Triggers

Overview of Integrating Relationship Plans

Technical Overview

Steps to Enable Modules in Relationship Plans

Functionality of the Setup Form - CSCUTILS

Enable Relationship Plans - Setup Window

Outcomes Window

Defining an Alert

Frequently Asked Questions About Setting Up Relationship Plans

Frequently Asked Questions About Relationship Plans

Relationship Plans' Predefined Data

About the Predefined Expiring Contracts Relationship Plan

Service Security Predefined Data

About This Appendix

Predefined Functions

Contact Center Functions

Service Request Functions

Standard Service Security Predefined Data

Object Functions

Permission Sets

Object Instance Sets for Restricted Access

Object Instance Sets for Unrestricted Access

Service Territory Qualifiers

Service Qualifiers

User Interfaces in Contact Center and Service Request Module

About the Service Request Window

About the Note Details Window

About the Create Contact Window

About the Find Service Request and Find Installed Base Windows

About the Find Service Requests Window

About the Create Tasks from Template Group Window in Service Request

About Choosing the Report Format

About the Log and Notes Window

About the Person Details Window

About the Profile Window

About the Customer Relationship Actions Window

About The Contact Center

About the Organization Details Window

About the Customer Account Details Window

About the Contact Preferences Window

About the Identifying Address Window

About the Party Site Contact Points Window

About the Process Messages Window

About the Notify Window

About the Item Instance Window

About the Find Item Instance Window

About the Quick Task Window

System Profile Options for Service Requests

About the Contracts Window

About the Task Details Window

About the Create Tasks from Template Group Window in Contact Center

About the Create Customer Window

About the Edit Customer Window

About the Customer Search Window

About the Edit Contact Window

About the Find Critically Overridden Customers Window

About the Override Customer Criticality Window

About the Nodes for UWQ SR Window

About the Save Search Window

About the Service Request Runtime Attribute Capture Window

About the Maintenance Requirements Window

About the Potential Duplicate Service Requests Window

About the Quick Menu Window

About the Copy Service Request Window

About the Oracle Scripting Window

About the Resource Availability Window

About the Call Information Window

About the Call Wrap Up Window

About the Search Installed Base Window

About the Incident Address Search Window

About the Send Message Window

About the View Message Window

About the Review Kits Window

About the Review Order Window

About the Audit History Window

About the Edit Address Window

About the Edit Contact Window

About the Fulfillment Request Window

About the Service History Window

About the Drilldown List Window

About the Resource Availability Window

About the Find Customer Information Window

About the Relationship Plans Search Window

About the Plans Summary Window

About the Modify Plans Window