Oracle TeleService automates not just the call center but the whole problem resolution process from the time a customer calls in, sends an e-mail, or enters a service request on the web. Agents can use Oracle Teleservice to update customer records, validate product ownership and contract coverage, provide proactive and personalized customer service, and resolve many problems during the initial contact, using a knowledge base.
This chapter describes the following test flows in Oracle TeleService:
Create Service Request for Customer Organization and Employee Contact
Create, Update, Audit and Validate Task
Create Charge Lines and Orders
User is logged in with Service, Standard responsibility.
Table 10-1 Profile Options for Oracle TeleService
| Profile | Value |
|---|---|
|
Service: Default Operating Unit |
Vision Operations |
Table 10-2 Predefined Data for Oracle TeleService
| Window Name | Field Name | Field Value |
|---|---|---|
|
Service Request |
Type |
Customer Call |
|
Severity |
High |
|
|
Status |
Open |
Not applicable.
Creates service request with customer type organization and person with different contact types (customer and employee contact types). Associates product information to service request. Attaches file to service request. Copy service request linking the original to the new service request. The different types of links are reference, caused by and duplicate links.
Customers and contacts.
Table 10-3 Profile Options for Create Service Request for Customer Organization and Employee Contact Flow
| Profile | Value |
|---|---|
|
Service: Inventory Validation Organization |
Vision Operations |
Table 10-4 Predefined Data for Create Service Request for Customer Organization and Employee Contact Flow
| Window Name | Field Name | Field Value |
|---|---|---|
|
Service Request |
Customer Type |
Person |
|
Customer Type |
Organization |
Not applicable.
Creates field service and non field service tasks for a service request. Creates debrief lines for a field service task. Posts debrief lines to generate charge lines. Submits the charge lines to Oracle Order Management for creation of sales orders. Creates, audits and validates tasks.
The user is assigned to a sub inventory that is provided with available on hand quantity for the item.
Business Process with service activity code in Charges module.
Inventory accounting periods for the corresponding period, in Open status.
Following setups done for the item used, as part of the flow in Inventory module:
The Service Billable attribute is set to Material.
The Item Transactable check box is selected.
If the item used in the flow is a trackable item, the instance numbers are generated.
Price lists are associated with the item.
Table 10-5 Profile Options for Create, Update, Audit and Validate Task Flow
| Profile | Value |
|---|---|
|
CSF: Disable HTML Debrief |
No |
|
CSF: Default Debrief Business Process |
Field Service |
|
CSF: Default Debrief Service Activity Code |
Install |
|
CSF: Inventory Organization ID |
Vision Operations |
Table 10-6 Predefined Data for Create, Update, Audit and Validate Task Flow
| Window Name | Field Name | Field Value |
|---|---|---|
|
Service Request - Tasks tab |
Task Type |
Follow up Action |
|
Task Type |
Dispatch |
Not applicable.
Creates different types of charge lines for service requests and submits charge lines to Oracle Order Management. Creates estimate charge lines and converts estimate to actual charge lines through Charges form and Charges and Service Logistics page. Creates material, labor, expense lines, and install base order and return lines using Charges form and Charges and Service Logistics page.
Service activity code is created for billing type Material or Labor or Expense with Mixed order type, and is associated to business process.
Following setups are done for the item used as part of the flow in inventory module:
The Service Billable attribute is set to Material.
The Item Transactable check box is selecetd.
If the item used in the flow is a trackable item, the instance numbers are generated.
Price lists are associated with the item.
Not applicable.
Table 10-7 Predefined Data for Create Charge Lines and Orders Flow
| Window Name | Field Name | Field Value |
|---|---|---|
|
Service Request - Charges tab |
Charge line |
Estimate ( Pick valid charge line from list ) |
|
Charge line |
Actual |
Table 10-8 Setup Data for Create Charge Lines and Orders Flow
| Window Name | Field Name | Field Value |
|---|---|---|
|
Service Request - Charges tab |
Operating Unit |
Vision Operations |
|
Service Activity |
CHRT_Exp1202121376 |
|
|
Business Process |
Service Charges1202121533 |
|
|
Service activity |
CHRT_Lab1202121367 |
|
|
Service activity |
CHRT_Mat1202121386 |