JD Edwards EnterpriseOne CRM Support Applications Overview
The JD Edwards EnterpriseOne CRM Support Applications provide a company with a central point-of-contact to capture and manage service processes. JD Edwards EnterpriseOne CRM Support Applications include these products:
JD Edwards EnterpriseOne Case Management
JD Edwards EnterpriseOne Solution Advisor
JD Edwards EnterpriseOne Branch Scripting
Use the JD Edwards EnterpriseOne Case Management system from Oracle to capture customer issues, track issues from creation to resolution, and set up rules to automatically assign cases to the appropriate people. The JD Edwards EnterpriseOne Case Management system enables companies to determine if and how they escalate cases. You can determine to escalate cases using the notification method and set up provider group distribution lists to send assignment and escalation notification to all provider group members when cases are assigned to the provider group. You can determine to escalate cases using skill levels and set up provider groups and assign skill levels to group members to systematically escalate cases to the next highest level provider group member during the escalation routine.
Through the JD Edwards EnterpriseOne Case Management system, you can assign tasks and activities to cases, associate objects such as service work orders, equipment work orders, sales orders, quotes, leads, scripts and returned material authorization (RMA) to cases, and review and assign solutions to cases.
If you are using JD Edwards EnterpriseOne Customer Self Service, you can set up the system to enable customers to enter and review their case information.
JD Edwards EnterpriseOne Solution Advisor is a knowledge base application that assembles and classifies customer-specific information. Use the JD Edwards EnterpriseOne Solution Advisor application to store and organize case and service work order resolutions. This information is accessible by customers (if you are using JD Edwards EnterpriseOne Customer Self Service) and support agents to assist them in finding resolutions for cases and service work orders.
See JD Edwards EnterpriseOne Applications Customer Self Service Implementation Guide.
If you are not using JD Edwards EnterpriseOne Solution Advisor, you can set up and use the failure analysis module, a database that enables you to associate failures, analyses, and resolutions with cases and service work orders.
Use the JD Edwards EnterpriseOne Branch Scripting application to define and set up question structures to assist you with gathering information to help you find case and service work order resolutions.