2Service Requests

This chapter contains the following:

Work with Service Requests

Create and Edit a Service Request

You can edit or create a service request (SR) either from the Navigator, or from the Edit Account (or Edit Contact) page.

  • From the Navigator:

    1. Select the Service Requests menu from the Navigator page.

    2. In the Service Requests list page, click an existing SR to edit, or click Create Service Request to create a new SR.

  • From the Edit Account or Edit Contact page

    1. Click the Service Request menu option. The Service Requests page opens with a list of SRs that are associated with the account or contact.

    2. Click a service request to edit, or click Create Service Request to create a new SR.

Note: If you open a new service request page from an existing account or contact, the fields are automatically populated in the Create Service Request page.
Note: To create service requests for partner accounts, see the topic "Creating and Editing Service Requests for Partners".
Note: To change a Create or Edit Service Request page from a modal window to a dynamic tab, click Actions and then select Switch to Service Request Workspace. To know more about how to configure and use Workspace, refer the Oracle CX Sales Guides.

Creating or editing an SR includes the following steps. You don't need to do all the steps, and they don't need to be done in the order we are presenting.

  • Enter the summary information: View SR details about what the service request is about such as the customer account, primary contacts, SR description, and so on. You can also add tags to the SR. For more information about adding tags, see "Tagging Service Requests".

  • View Interaction History: View details about the various interactions an agent has had for a service request. Get details on who called whom, through what communication channel, what were his top interactions, and with what customer. The view always shows the parent interaction with the associated child interactions (including the cross-channel interactions) in a nested view under the parent interaction. To view the associated interactions, click the + icon next to the parent interaction.

  • Compose messages: Use the Messages tab to view, create, and send messages and notes on the SR.

  • Add contacts: Add customer contacts to the SR.

  • Add team members: Add team members who can view and work on the SR.

  • Create activities: Create activities such as appointments, tasks, and log calls with the customer.

  • Use Oracle Social Network: Collaborate with other resources in the team on the SR.

  • View linked articles: View related knowledge articles that can help resolve the SR.

  • View Service Request Milestones: View the service milestones for the SR.

  • Manage Work Orders: Manage your work orders to facilitate resolution of the SRs.

  • View Audit History: View changes to the application data such as the business objects that were created, updated, and deleted

Note: While creating an SR, you may see the following error: Failed to validate a row with Key {1} in {0}. This error may appear because the value of the HZ_DEFAULT_BU_CRM profile option isn't set to a valid BU. If you see this error, contact your administrator.

Overview of Click to Edit

Use Click to Edit in the Service Request list page to do tasks such as in-line edit of records, and updates of records.

This profile option isn't enabled by default. Your administrator must set the profile option to enable the feature.

You can use the Service Request list page to do the following:

  • Perform in-line editing of records directly from landing list pages.

  • Update records without drilling down to each record.

  • Maintain an overview of the list pages.

  • Simplify data entry and improve productivity.

How You Use the Dynamic Tabs and Nested Dynamic Tabs

Top-level Dynamic Tabs in the Service Request work area help save you time. Simultaneously interact with multiple records, access related information about service interactions and display information about SRs, queues, contacts and accounts. The maximum number of dynamic tabs that you can open at one time is 10.

When a record is open in a dynamic tab, associated records are shown as nested tabs. For example, when you open an account record as a top-level dynamic tab and then drill into the primary contact or an associated service request, these linked objects are displayed in nested dynamic tabs.

Nested tabs make it easy to quickly navigate across and between grouped records without losing context. Nested tabs are particularly useful for chat agents who have multiple, simultaneous interactions.

To open an associated record as a nested tab, click the object link that can be opened as a nested tab in the service work area. When you open a record in a nested tab, that record automatically becomes the active tab. The maximum number of nested tabs that you can open at one time is 5.

Under each open top-level dynamic tab, you can open the following objects as nested tabs:

  • Account

  • Contact

  • Asset

  • Custom Object

  • Other Service Requests

  • Activities

  • Linked Knowledge Articles

  • Work Orders

The nested dynamic tabs contain the following buttons:

  • Save: Saves any data changes and the user stays on the same page.

  • Save and Close: Saves any data changes and closes the tab. This button is displayed only on the first nested tab you open. After you open an addition tab, it will be hidden on all nested tabs.

  • Cancel: Discards any data changes and closes the tab. In the Service Request Details page, if there are unsaved changes, the user is notified of any unsaved changes.

When you try to close an unsaved nested tab, a warning message alerts you about the unsaved changes.

You can close the top-level dynamic tab and all the nested tabs at one time by clicking the x icon on the top-level dynamic tab name. When you have unsaved changes in a nested tab and move away from the tab, a blue dot appears next to the tab label, and a message appears when you hover over the label to indicate this status. When you try to close a dynamic tab with unsaved changes in its nested tabs, a warning message alerts you about any unsaved changes.

When you use Global Search (on top of the page), and then select a search result, if that item can be viewed within a dynamic tab, then a new dynamic tab is opened within the current workspace for the selected record. This improves the productivity by preserving the current layout of other tabs in the Workspace (or SR work area) including any unsaved data while using the Global Search feature. You must have the privilege to use dynamic tabs within the Workspace, else the Global Search feature will display the search result in the same dynamic tab.

Note: To enable the global search, an administrator must set the system profile option, FUSION_APPS_SEARCH_ENABLED to Yes. For more information about enabling the system profile option for global search, see the online help and the Getting Started with Your Sales Implementation guide. To know more about how to configure Workspace and use Workspace, refer the Oracle CX Sales Guides.

Use the Actions menu on the Edit Service Request screen to take action on the SR. Let's look at some example of actions available in the Actions menu.

What would you like to do? How to do it

Enter simple and consistent resolution information about the SR.

Select Resolve . This displays the Resolve Service Request dialog box.

Assign the SR to you.

Select Assign to Me.

Create a new SR with the same details as the current SR.

Select Copy.

You can also use this feature for custom fields; you don't need to re-enter the field values if the fields were populated on the source record prior to invoking the copy action. To do this, you must configure the Copy Service Request action to include custom fields on the service request (SR) object. To know more about this, read the topic, Create a Copy Map in the Implementation Guide.

Delete the SR.

Select Delete.

Forward the SR to another user in the application.

Select Forward.

Create an internal note on the SR in the Messages tab.

Select Internal Note.

Create a response message in the Messages tab.

Select Response.

Copy the link to the SR. You can paste this link in your messages or use it to access the SR directly on the browser.

Select Get Link.

Assign the SR to a queue immediately.

Select Run Queue Assignment.

Update and refresh the SR milestones.

Select Update Service Request Milestones.

Launch a Cobrowse session with the customer. The Cobrowse feature enables you to see the customer's screen and what they're working on. This feature is available only if it's configured by your administrator.

Select Launch Cobrowse.

Resolve a Service Request

Use the Resolve Service Request dialog box to enter simple and consistent resolution information of the SR such as outcome, resolution code, and solution description in one place. All the information that you have already entered in the SR gets automatically populated in this dialog box when you open it.

  1. In the Edit Service Request page, click Actions and select Resolve.

    This displays the Resolve Service Request dialog box for you to enter a solution in preparation for resolving the Service Request.

  2. Select the Outcome from the drop-down list that best describes the outcome of the service request.

  3. Select a Resolution Code from the drop-down list that contains detailed reporting codes describing how the chosen Outcome was achieved. The options available in this list are dependent on the value you selected in the Outcome list.

  4. Enter the details explaining about the solution of the problem up to a maximum of 1000 characters in the Solution Description field. You can use a SmartText entry here.

  5. Click Resolve.

Once you have captured the information in the Resolve Service Request dialog box, the information appears in a new Solution section in the Summary page. The Solution Description field is available throughout the lifecycle of the SR, so you can prepare notes and draft descriptions to validate them before the Service Request is formally resolved. You can also use this section to display additional fields, such asResolved By (the name of the agent who resolved the SR), and Resolution Date (date and time of the SR resolution).

Enable and Use Cobrowse

Cobrowse enables you to view a customer's desktop to more efficiently resolve an issue. You use Cobrowse to have the same view as the customer, and review their issue. You must enable the cobrowse functionality in both the customer portal and Oracle B2B Service.

  1. In the Edit Service Request page, click Actions and select Launch co-browse.

    Instruct the customer to launch the request live assistance functionality from the website that they are on currently. This request by the customer generates a security code, which they can share with you. By providing this code to you, the customer is verbally allowing you to view their screen.

  2. Enter your first and last name and the code provided by the customer in the new console window that opens.

  3. Click Connect.

After you have created an SR, open the Service Requests Summary page if you must enter more information about the SR. For information about creating an SR and accessing the Service Requests Summary page, see the Creating and Editing a Service Request topic.

Field What you enter in the field

Account

Select the account associated with the service request.

Primary Contact

Select the primary contact for the account. The account and the primary contact must be related to one another.

Depending on your selection, the following happens:

  • If you select an account, then the contacts of only that account is listed for search.

  • If you don't select an account, then all contacts are available for search.

  • If you attempt to change an account after selecting a primary contact, a message displays confirming the deletion of the invalid contacts associated with the service request. If you select Yes, the invalid contacts associated with the account are deleted.

Severity

Select the SR severity.

Critical

Select this option to include the service request in critical SR reporting metrics. It doesn't affect the service request resolution.

Category

Select an SR category either from the drop-down list, or use the type-ahead feature to start typing and quickly find the category you want. As you type, the SR categories that match are highlighted hierarchically.

You can also click the folders icon, and select the category from the dialog box. Expand or collapse category groups to navigate through the hierarchies. You can select a category at any level in the hierarchy for Service Requests. Click OK once you have selected the category you want.

Product

Select the product group or product that's associated with the SR.

Queue

Select a queue to which the SR is assigned.

Assigned To

Select the resource owner of the service request who appears as the primary member in the SR team.

This field is available only to users with the following duty roles:

  • Service Request Troubleshooter

  • Service Request Power User

  • Service Request Channel User

The field isn't available to users with the Contributor role, such as sales representative.

Channel Type

Select a channel the SR was original sent through. You can select Email, Phone, or Web channel.

Status

You must have the Status Update privilege to change the SR status.

Attachment

Add an attachment to the SR by selecting a file type, browsing, and uploading an attachment. If the category field is available, select Miscellaneous category for attachments that you want to share with the customer. Select Internal category for attachments that you want to share only within the team.

Tag

Add an existing tag or a new tag to the SR. You can associate multiple tags to an SR. This gives you flexibility to search for or organize SRs based on your requirement, without modifying the main category hierarchy.

For more information about tags, see "Tagging Service Requests".

Problem Description

Describes the nature of the SR. You can use SmartText entries.

Solution Description

Available throughout the lifecycle of the SR. You can prepare notes and draft descriptions, and validate them before formally resolving the SR. You can use SmartText entries.

Asset

If you have an Asset field enabled on the Summary details, you can associate the required asset from the drop-down list. Assets are specific instances of products that your customers have purchased. They typically have a serial number, date of purchase, date of installation, and so on.

If you select an account for the SR, then you can select an asset for that account, using the Asset drop-down list. If you don't select an account but associate a contact with the SR, then you can pick an asset for the contact. If you don't select an account or a contact, you can't select an asset.

When you start creating an SR, the Create Service Request page displays three buttons: Save and Continue, Save and Close, and Cancel.

After you enter a title and save the SR, or open an SR for editing, the page also displays the Actions menu. The following table lists and describes the available actions in the Actions menu.

What would you like to do? How to do it

Enter simple and consistent resolution information about the SR

Select Resolve.

Assign the SR to yourself

Select Assign to Me.

Make a copy of an existing SR.

Note: You can configure the Copy SR action to include the custom fields on the SR object. This enables all non-empty custom fields to be automatically populated in the destination SR. For more information on how to configure the custom fields for the copy action, read the Implementing Service Guide.

Select Copy.

Delete an SR

Select Delete.

This option is available only to administrators. A deleted service request can't be retrieved, and the delete action can't be undone.

Forward an SR to another user of the application

Select Forward.

Assign a queue to the SR

Select Run Queue Assignment.

How to Order Parts for Service Requests: For Oracle Service Logistics Cloud Users

If parts are needed and a field service technician isn't required, you can order parts using the Parts tab on the Edit Service Request page.

When you add parts to an SR, a parts-only sales order is created and the part is shipped to the customer address. For more information, see the link to related topic about ordering replaceable parts.

If you're using only your keyboard to enter the SR details on the Summary page, to select the value in the Category and Product fields, do the following:

  1. Press the Tab key until you get to the Product or Category field.

  2. Press ALT+Down arrow key to open the list options.

  3. Press SHIFT+Tab key to select the Search link and press ENTER.

  4. On the Select Product window or the Select Category window, press Tab to get to the hierarchy that has the product you want to select.

  5. After you select the product or category, press SHIFT+Tab to move out of the table.

  6. Press the Down arrow key to highlight the record that you want to select.

  7. Press SHIFT+ALT+K to select OK.

    The product or category is added to the field.

Tags for Service Requests

Tags are keywords or terms that you can assign to Service Requests (SRs). Tags help you describe, classify, or organize SRs based on your requirement.

Here's how you can tag SRs:

  • Associate tags when you're creating or editing an SR.

  • Associate predefined tags to an SR or define new tags at runtime.

  • Add multiple tags to an SR.

    Adding multiple tags gives you the flexibility to self-organize SRs without modifying the main category hierarchy.

Benefits of Tagging

When tags are associated appropriately with SRs, you may find them useful in many ways:

  • Your search for SRs becomes easier and more accurate. For example: Searching across SR categories or products.

  • Resolve SRs with the help of similar SRs if a suitable knowledge article isn't available.

  • Assign SRs to appropriate queues based on the tags associated with the SRs.

  • Refer to tag values in Groovy script and object workflow logic.

Associate a Tag with a Service Request

You can associate tags with a service request (SR) only if the Tag field is added to the layout of the following pages:

  • Create Service Request

  • Edit Service Request

If the Tag field isn't available when you create or edit SRs, contact your administrator.

You can use uppercase and lowercase alphabets and the digits 0 to 9 in a tag. A tag can have a maximum of 60 characters.

To associate a tag with an SR:

  1. While creating or editing an SR, in the Tag field, type the name of the tag that you want to associate with the SR.

    As you start typing, a list of existing tags that contain the typed letters show up.

  2. Do one of the following:

    • If you find one of the existing tags to be suitable, then select the tag.

      The selected tag is associated with the SR.

    • If no suitable existing tag shows up, then completely type the tag name that you want and click Create Tag.

      A new tag is created and associated with the SR.

Note: To select an existing tag, you can also click the drop-down list in the Tag field and click Search. In the Select Tag dialog box, select the tag that you want from the displayed list and click OK.

Search for SRs with a Specific Tag

To search for SRs associated with a specific tag:

  1. On the Service Requests lists page, click Advanced Search.

  2. In the Advanced Search dialog box, click the Add drop-down list.

  3. Search for and select Tag.

    The Tag field appears in the Advanced Search dialog box.

  4. In the first field, select Equals.

  5. In the next drop-down list, type the tag for which you want to search the associated SRs.

  6. Click Search.

The SRs associated with the tag that you specified are displayed.

Remove Tags from a Service Request

After you create a new tag and associate it with SRs, you can remove the tag at any time later if the tag isn't required or if it has a typo.

To remove a tag from an SR:

  1. On the Service Requests List page, in the List drop-down list, select All Open Service Requests.

    All the open SRs are displayed.

  2. Click the SR Reference Number for the SR from which you want to remove the tag.

    The Edit SR Summary page is displayed. The existing tags are listed below the Tag field.

  3. Click Remove next to the tag that you want to remove.

  4. Click Save and Close.

The tag is removed from the SR.

Note: After the tag is removed from all the associated SRs:
  • The tag is deleted automatically if it's user-defined and not created by an administrator.

  • The tag isn't deleted if it's created by an administrator. The tag still exists and can be associated with SRs again.

Add Contacts to a Service Request

Add one or more contacts to the service request. Any contact you add to an SR can view and update the SR.

  1. Click the Contacts subtab.

  2. Click Add Contacts.

  3. Enter your search criteria if relevant contacts exist your database, and select one or more contacts to associate with the SR. Click Apply to add them to the list of contacts.

  4. If relevant contacts don't yet exist in your database, click Add Contact and then click Create Contact. For more information about creating a contact, see Oracle CX Sales Using Sales Guide.

  5. After adding the contacts, click OK to return to the SR page.

Note: If you want to make one of the contacts the primary contact, click the Select Primary icon. You can change the primary contact by clicking a different contact, but you can't delete a primary contact. The Delete option is disabled for the primary contact.

Add a Primary Contact to a Social Service Request

If a service request is received through a social channel, the application uses the social handle to determine the author. If you associate a social SR with a primary contact, the Create Contact Point dialog box displays, and clicking Create adds the social handle of the post author as the contact point of the primary contact. Once a social contact point exists for a contact, all SRs created for social posts from that user are associated with a primary contact.

It's easy to add team members to a service request. Just click the Team tab on the Edit Service Request page to see the members of your team that are already assigned, then use the following procedure to add new members, or, if necessary, remove members. One thing you can't do, though, is remove the SR's primary contact.

  1. On the Team tab, click Add Team Members.

  2. On the Add Team Members page, search for the user that you want to add.

  3. Select one or more users that you want to add from the Search Results section.

  4. Click Apply to add the users to the team.

  5. Click OK to close the Add Team Members page.

After you add users to the team, you can assign the SR to a specific user by selecting the Assigned To column for the user.

Overview of Service Request Activities

Keep track of things that you plan to do for an SR in the Activities tab. Create tasks, appointments, or log completed calls as a part of your service request resolution process.

Use the Activities tab in the Edit Service Request page to create and maintain:

  • Tasks. Think of these as to-do items assigned to people or groups. Tasks are also used to record completed customer interactions that weren't scheduled in your calendar as appointments.

  • Appointments. These are calendar events, such as a meeting with another person, or a scheduled phone call.

  • Log a call. Record a brief summary of a call made for the SR. Calls can be created from an appointment, a task, or as a standalone activity on the Activity list page. When a call is created from a task or appointment, all pertinent data is auto-populated onto the call report.

The Messages tab on the Edit Service Request page is where you compose and send messages to customers or team members.

Here's the different message types that you can create for an SR:

Message Type Description

Customer Entry

Capture SR information provided by customers. Customers can enter this information directly, or you can enter it while interacting with the customer.

Forward

Forward a customer response or query to any other user of the application. Use the Channel drop-down list and select a mailbox or an email channel to send the message.

You can also forward an SR to a custom channel. If you use a custom channel, the implementation of how the message is delivered to the user on a custom channel is your company's responsibility.

Internal Note

Use internal notes to communicate with your other team members who have access to your SRs.

Use the Reply button to enable team members to respond to the internal note, and create a conversation thread. These entries aren't visible to customers since they're associated to internal notes. You need not perform any additional setup or configuration to use this feature.

The team members use the Edit button (pencil icon) on the internal note created by them to make changes to their entry. If an internal note has one or more replies, use the Hide Replies link to collapse the replies, and the Show Replies link to expand the replies.

Response

Respond to SR contacts using an email template or another channel. Use the Channel drop-down list to select the mailbox or channel you want to use.

When you compose a new message, you can use SmartText entries and knowledge articles in your message text, and add attachments as part of the message. You can sort your messages using the Sort icon, or filter them using the different filters available in the Filter bar.

  1. On the Messages tab, select Compose and select the type of message that you want to create.

    A new message form opens.

  2. Depending on the message type that you choose, select the select channel type from the Channel drop-down list and Channel instance if required, and the recipient for the message.

    • For a customer entry, select the customer contact for whom you're creating this message.

    • For forwarding a message, select the recipients of the message in the To field, and optionally in the Cc and Bcc fields.

    • For creating an internal note, you aren't required to add recipients.

    • For creating a response, select the channel type, channel, and recipient.

      Note: Only enabled channels are displayed for selection.
  3. Click the Add Attachment icon or click Select from Service Request to add an attachment to the message. Attach a file or a URL to your messages and enter a title and description for the attachment. To attach more than one item, click Add.

    Attachments aren't supported if you're responding through a social channel.

  4. Enter the content of the message.

    • Use rich text formatting, except for social channel responses. Currently images and icons aren't supported for social responses.

    • Insert a SmartText entry by placing the cursor where you want the entry inserted, then type the # symbol, and then begin typing the SmartText entry name. Press the Tab key to autocomplete the SmartText name, or use the navigation arrows on your keyboard, and then press the Enter key.

    • Insert relevant knowledge articles into the message text by clicking Insert Knowledge or use the Knowledge subtab in the Right Panel. You can also type the knowledge article number into the message before posting the message. After you post the message, the knowledge article appears as a link in the message, and clicking the link opens the knowledge article in a new nested tab.

      Inserting knowledge article links is not supported for responses using the social channel.

  5. If the channel type is Email:

    1. Search and select validated addresses. Autosuggestion functionality enables you to automatically populate email IDs without entering full details.

    2. Click the plus icon to display a text box. Add new email IDs other than the ones in contacts or resources (team members) here, and separate them with semi-colons, commas or spaces. Ensure that you include an @ in the email ID. You can add such addresses in To, Cc or Bcc. Once you have sent the message, the new addresses are listed in the View Recipients field.

      Note: To enable this feature, set the profile option, SVC_ENABLE_ADDITIONAL_EMAIL_RECIPIENTS to Yes.
    3. Select an existing application contact from the email recipient list. This will allow users to add an SMTP address in the same message recipient list, even when the email ID isn't associated with a contact record. If a system contact isn't included in the recipient list, the user won't be allowed to add the SMTP address. You must include at least one system contact.

    4. Click Preview Email link to display the To, Cc, and Reply-to values along with any attachments. If the administrator has defined email templates in the Application Composer, the preview displays the composed message in the defined format. If no template is defined, the preview displays only the message as composed by you.

  6. Click Send or Post to send the message.

To edit the text of the Internal Note and Customer Entry SR messages that you have previously created and posted, you must enable the SVC_ENABLE_MESSAGE_CORRECTION profile option. For more information about profile options, see "Profile Options for SR Management" in Related Topics.

View and Filter Messages

After you have composed a message, you can view the message in the Messages subtab. Each type of message is displayed in a different background color and with a different icon to enable you to easily identify whether the message was sent by an agent or customer, or whether it's an internal message. You can also identify the channel used, such as email or phone.

Here's how you can filter messages using the Filter tab in the Messages subtab:

  • Use the Collapse All and Expand All buttons on the message list.

  • Use the toggle button (with the arrow icons) to toggle between the Oldest First and Newest First messages. The Newest First is the default view.

  • Use the one-click filter buttons to filter messages based on the following types:

    • Customer: Click the toggle button to view or not view all types of customer messages. Use the drop-down list to view or not view customer entries, forwards, and responses.

    • Internal: Click the toggle button to view or not view all types of internal messages. Use the drop-down list to view or not view chat transcripts, internal notes, and wrap ups.

    • System: Click the toggle button to view or not view all types of application messages. Use the drop-down list to view or not view application notes and application responses.

  • Use the Reset Filters icon to turn on all filters, which is the default state.

All social posts display the customer's social media profile picture. Click the social profile icon to display the number of followers on the social network for that profile.

A few things to keep in mind:

  • If your SR social post message is public, you can only respond with a public message.

  • If the user's incoming social post is private, you can only send a private response to the user.

  • If you have both a public and private social post from the user, you can choose whether to respond with a public or a private post.

  • For posts that enforce a character limit, use Application Composer and add a script to validate the maximum number of characters in your response.

  • For social posts where a social channel response is disabled, change the channel type to email for your response message.

For inbound messages, the Customer Entry messages for an SR display the photos and videos attached to social posts in Oracle Social Cloud. Inbound messages of this type are supported for public and private messages on both Facebook and Twitter social networks. These attachments are URLs that you can click and view.

  • Public messages, images, and videos open in Facebook or Twitter, when you click the URL attachment.

  • Private messages open in Social Cloud when you click the URL attachment. You must sign in to Social Cloud to view the attachment image or video.

The Service Requests screen is where you go to manage your service requests. First, to find a specific SR enter its reference number in the Find field. To create an SR, see the Creating and Editing a Service request topic. Use the List menu to do more. Let's look at some examples.

Task Action

View all open SRs

Select All Open Service Requests.

List all SRs assigned to you, which aren't yet Closed. (This is the default view)

Select My Open Service Requests.

View open SRs that you created

Select Open Service Requests Created By Me.

View SRs assigned to a queue that includes you as a member

Select Open Service Requests Not Assigned to a Queue.

Viewing SRs assigned to a team that includes you as a member

Select Open Service Requests Where I Am on the Team.

Show only the details that you want to see

Select Columns from the View drop-down list and select the columns you want. To add more columns, select Manage Columns in the Columns list.

Refresh the Service Request list page with the latest updates

Click the Refresh icon to easily check for updates without the need to modify or toggle the current saved search.

Create your own SR lists

Select Create or Edit Lists in the List drop-down list. Use the Advanced Search form to add, edit, or remove criteria.

Create your own searches

Select Create or Edit Lists.

Do an advanced search

Click the Show Advanced Search button. For more information, see the Perform an Advanced Search topic.

Create and Edit Service Request Lists

This example shows how you create a list specific to SRs from only those accounts where you're listed as a team member.

  1. On the Service Requests screen, select Create or Edit Lists in the List drop-down list.

  2. In the Advanced Search panel, select the saved search that you want to use for the list.

  3. Select the attributes and values that you want to see in your list. To add more attributes, click Add and select the attributes that you want to set for the list search. You can reorder the order of these attributes by clicking Reorder.

  4. Click Search to view the results.

  5. Click Save to save the list and search values for the list.

Use advanced search to narrow down search results by entering more specific criteria. For example, if you want to see all the open SRs that are assigned to your subordinates and are in progress, do the following:

  1. Click the Show Advanced Search button.

  2. Select All Open Service Requests in the Saved Search field.

  3. For the Record Set, select Equals and Assigned to my subordinates.

  4. For the Status, select Equals and In Progress.

  5. Optionally, click Add to add more search criteria.

  6. Optionally, click Save to save the search for future use.

  7. Click Search to see the search results.

To mass update service requests:

  1. Select Update from the Actions menu.

  2. Select the SRs you want to update. To select multiple SRs, hold down the Ctrl key and select each SR.

  3. The Update button shows the number of SRs selected.

  4. Click Update to view the Update Service Requests dialog box.

  5. Select a field to be updated from the drop-down list and a value for the update.

    These are the fields that are exposed by default: Queue, Category Name, Assigned To, Status, Severity, and Problem Description. You can use Application Composer to add the additional out-of-the-box field, Critical, and you can also create and add custom fields.

    To add the additional default field or custom fields you have already created, see "Expose Additional Fields for Service Request Mass Update" in the Oracle Applications Cloud Configuring Applications Using Application Composer guide. To create custom fields, see "Defining Fields" in the Oracle Applications Cloud Configuring Applications Using Application Composer guide.

  6. Click Submit to assign the queue to all the selected SRs.

Deep Links for Service Requests

Deep links are links that point to another page. You can link to a page where users can create a new service request, or edit an existing service request. Read this topic to learn how to construct these links. Once you have a link, you can then send it to someone else, or you can manually add the link to any page, such as to a report or user interface page.

This topic covers:

  • Deep linking methods

  • Get Link method

  • Manual URL method

  • Where can you use these links?

  • How user authentication provides secured access to the target page.

Deep Linking Methods

To create deep links to service request pages, you can use one of two methods.

  • Get Link method

    Use this method to easily "get a link" to the details page (edit page) of any service request.

  • Manual URL method

    Use this method to link to any service request page. Link to where users can create a new CRM or HR Help Desk service request, or link to the details page of an existing service request.

    This method is useful because you have the flexibility to specify parameters in the URL itself, so that you can link to exactly the page you want. For example, link to a page where the user can create a service request for a particular account and product group.

Get Link Method

The Get Link method is the simplest method to obtain a deep link, but it works only for service request details pages (edit pages). To obtain an automatically generated deep link:

  1. Navigate to the details page (edit page) of the service request that you want to link to.

  2. Click Actions > Get Link.

  3. Copy the link by clicking Control + C.

  4. Share that link.

Manual URL Method

To link to a service request create page, you must use the manual URL method. You can also use this method to link to a details page, although the Get Link method is simpler. Anyway, to go directly to a sub tab other than summary, like messages, interactions, linked articles, and so on, use this method. To use the manual URL method, choose from four URL patterns to build your deep link. In each pattern, you can specify a variety of parameter values to satisfy the particular needs of your "create service request" business case. Depending on the link that you build, your users can navigate to the create page for the service request, or to a specific record.

To link to a page where your users can create new CRM service requests, use the following syntax:

  • https://<hostname>:<port>/fndSetup/faces/deeplink?objType=SVC_SERVICE_REQUEST&action=CREATE_IN_TAB

To link to a page where your users can create new HCM service requests, use the following syntax:

  • https://<hostname>:<port>/fndSetup/faces/deeplink?objType=SVC_SERVICE_REQUEST_HCM&action=CREATE_IN_TAB

To link to an existing CRM service request, use the following syntax:

  • https://<hostname>:<port>/fndSetup/faces/deeplink?objType=SVC_SERVICE_REQUEST&objKey=srNumber%3DSR0000033095&action=EDIT_IN_TAB

To link to an existing HCM service request, use the following syntax:

  • https://<hostname>:<port>/fndSetup/faces/deeplink?objType=SVC_SERVICE_REQUEST_HCM&objKey=srNumber%3DSR0000033095&action=EDIT_IN_TAB

Tip: Copy the first part of the URL, https://<hostname>:<port>/, from your instance's actual home page.

This table lists of the components of the service request deep link pattern.

Parameter Value Description

objType

SVC_SERVICE_REQUEST

SVC_SERVICE_REQUEST_HCM

Use SVC_SERVICE_REQUEST to link to CRM service requests.

Use SVC_SERVICE_REQUEST_HCM to link to HCM service requests.

objKey

Here's a list of the available fields (attributes) for the objKey parameter which you might typically want to use.

When linking to the create page, you can pass any and all of the fields listed below. Additionally, you can use all fields, including custom fields, that are exposed for the service request object.

When linking to the edit page, pass only the srNumber parameter.

  • srNumber

  • srID

  • accountid (or accountPartyId)

  • primarycontactid (or primaryContactId)

  • productgroupid (or productGroupId)

  • productid (or inventoryItemId)

  • partneraccountid (or PartnerAccountPartyId)

  • assetid (or assetId)

The objKey parameter is optional and is typically used for record identifiers.

When linking to the create page, you can add multiple fields for the objKey parameter to prepopulate values onto the create page. For example, in a single URL, you could specify both a product ID as well as a primary contact ID to prepopulate onto the create service request page.

The objKey takes key value pairs. Specify both the field and the field's value.

When linking to the create page, you can specify more than one pair for the objKey parameter by using the & symbol.

For example:objKey=accountPartyId%3D456&productGroupId%3D789

action

CREATE_IN_TAB

EDIT_IN_TAB

Open the Create Service Request page in dynamic tab mode.

Edit an existing service request in dynamic tab mode.

Assigning These Links

You can add deep links to:

  • Reports

    Use BI Composer or BI Answers to add deep links to your reports.

  • User interface pages

    Navigate to the service request object's Actions and Links node in Application Composer, and create an action or link using the deep link that you want. Then, use Application Composer to add the action or link to the object's user interface pages.

  • External third-party applications

    Create a deep link to link directly to a service request page.

User Authentication for Secured Access

The deep link servlet requires authentication. If you haven't been previously authenticated, you must sign in to gain access to the target page. After signing in, you're redirected to the target page. If you have already been authenticated at the time of clicking the deep link, the target page is immediately displayed (without asking you to sign in).

You use Oracle Internet of Things Service Monitoring for Connected Assets to securely connect different types of assets, register the assets' resources and metadata, and deploy software applications on your registered assets. For more information about Internet of Things Service Monitoring for Connected Assets, see "Getting Started with Oracle Service Monitoring for Connected Assets" in Related Topics.

For a connected asset, when an incident is created in Internet of Things Service Monitoring for Connected Assets, an SR is created in Oracle B2B Service (the service application) for that connected asset. When the SR is resolved, the corresponding incident in Internet of Things Service Monitoring for Connected Assets is also closed.

Use the Connected Asset tab of the Edit Service Request page to diagnose and troubleshoot the asset associated with this SR, when this asset is connected through an instance of Internet of Things Service Monitoring for Connected Assets. On this tab, you can view information reported by the asset, query the asset for additional information, and remotely execute actions that are available for the asset.

To view the metrics or key performance indicators (KPIs) for the connected assets, click the IoT Asset Details link. The Oracle Internet of Things Asset Monitoring Cloud Service Map is displayed in a subtab, where you can track key asset data for your monitored assets, such as located assets, assets connected, assets available, assets utilization, and open incidents. The map view displays aggregate data for the assets currently displayed in the map.

On the map subtab, use the KPI ribbon to track cumulative metrics or KPIs for the assets displayed in the map view. You can search for a place or zoom into a location in the map to see the cumulative statistics for that location. The metrics are based on live data. A live metric value is refreshed every two minutes. The KPI ribbon in the map view can show a maximum of five metrics. To add a user-defined metric, you must remove a preexisting metric and add the new metric.

The following metrics or KPIs are displayed in the KPI ribbon, by default:

  • Located Assets: Shows the number of assets located in the current view. This number may increase as you zoom out to include more places, or it may decrease as you zoom into the assets belonging to a specific place.

  • Assets Connected: Shows the percentage of connected assets in the current view. An asset counts as connected if the application has heard from the asset sensors in the last one hour.

  • Asset Utilization: Shows the percentage of used assets in the current view. An asset counts as used if the asset isn't available in its assigned storage place.

  • Asset Availability: Shows the percentage of available assets in the current view. An asset counts as available if there are no open outage incidents reported for the asset.

  • Open Incidents: Shows the number of open, or unresolved, incidents for assets in the current view. Incidents help identify issues, such as outages, for the maintenance staff to work on.

To track the metrics or KPIs for a specific asset, click the asset in the map view. The following asset metrics are displayed by default:

  • Currently Connected / Currently Not Connected: Shows whether the asset is currently connected. You can select a time period to search for the percentage connectivity. For example, you can search for the percentage connectivity in the last 24 hours.

  • Currently Utilized / Currently Not Utilized: Shows whether the asset is currently used. You can select a time period to search for the percentage utilization. For example, you can search for the percentage utilization in the last 24 hours.

  • Currently Available / Currently Not Available: Shows whether the asset is currently available. You can select a time period to search for the percentage availability. For example, you can search for the percentage availability in the last 24 hours.

For more information, see "Monitor the Health and Usage of Your Assets" in Related Topics.

Use the Actions and Attributes section to view the attributes of the connected asset, remotely update the available values, and execute available actions, for troubleshooting and diagnosis. The available actions and attributes vary according to the signed in user's role and the asset definition in the connected Internet of Things Service Monitoring for Connected Assets instance. For example, a connected refrigerator might have an action defined to cycle the power, and might let you remotely set the attribute for the target temperature to any value between 35 and 39 degrees.

  • To execute an action on the connected asset, select an action from the Asset Actions drop-down list, and click Execute Action.

  • To modify the attribute values, edit the values and click Update Attribute.

Use the IoT Incident Details section to view the Internet of Things Service Monitoring for Connected Assets incident details for which this SR is created. Connected assets regularly report status information and other data to the Internet of Things Service Monitoring for Connected Assets application. The Internet of Things Service Monitoring for Connected Assets application uses this data to detect problems indicating a failure has occurred or is imminent, and creates an incident. When connected to the service application, the incident triggers the creation of an SR to proactively resolve the issue.

Use the Diagnostics section to review the data reported from the asset in a line graph, and identify anomalies that may indicate the cause of the issue. For example, with a connected refrigerator, you might notice that the temperature started increasing a few data points after the motor slowed to half speed. Reviewing this data enables you to focus on why the motor slowed, as the root cause of the issue.

Here's what you can do to view up to 200 data points at a time in the line graph:

  • To view data for a specific duration, enter or select the start date and time from which you want to view the data, in the Display 200 Data Points From field.

  • To navigate to the previous and next set of 200 data points, click the Previous and Next arrow icons.

  • To view the earliest available diagnostic data from Internet of Things Service Monitoring for Connected Assets, click the Show earliest data icon.

  • To view the latest available diagnostic data from Internet of Things Service Monitoring for Connected Assets, click the Show most recent data icon.

  • To view the data stream centered on the time the incident was created in Internet of Things Service Monitoring for Connected Assets, click the Show data from time of incident creation icon.

  • To hide an attribute within the graph, click the attribute name on the graph. To view the attribute, click the attribute name again.

Partner Service Requests

You create partner service requests (SRs) to capture and resolve issues that your partner accounts have reported. To work on partner SRs, you must be assigned one of these roles:

  • Partner Sales Representative

  • Customer Service Representative

  • Channel Account Manager

If you're not assigned to one of these roles, talk to your administrator.

To create a partner SR, you just do one of the following:

  • Select Service Request from the Navigator, then on the Service Requests list page, click Create Service Request.

  • On the Partner Overview page, select Service Requests, and then click Create Service Request on the Service Requests tab.

In the SR, you also must enter a summary and you have the option of adding messages, contacts, and activities. You can also create a team to handle the SR and view linked articles and milestones.

Here are a few things that you can't do with partner SRs:

  • Add partner resources to the SR Team.

  • Assign the SR to a partner resource.

  • Use a single SR to communicate to both the customer and partner.

External partner sales representatives and partner contacts can only view SR summaries and related messages. Internal customer service representatives or channel account managers who work on the SR can access all the SR subtabs.

Overview of Summary Details for Partner Service Requests

The summary details for your service request capture the basic information required for the service teams to understand the problem. Your administrator must configure the layout of this form to include partner-specific fields.

While some of the fields are self-explanatory, the following table lists and describes the fields in the summary information section.

Field Description

Product

You select the product group or product associated with the SR.

Partner Account

For a partner user, the Partner Account field is set by default to the account that the user represents. If this field isn't already set, select a partner from the list. This field is mandatory.

Primary Contact

When you associate a partner account with an SR, the Primary Contact field is the partner contact associated with the partner account.

If this field isn't automatically set, then search and select a partner contact.

Note: Don't create a new partner contact from the search dialog box. To create a new partner contact, go to the Partner Administration user interface.

Severity

The severity of the problem.

Critical

You select this option to include the service request in the reporting metric about critical SRs. It doesn't affect the service request resolution.

Status

Indicates whether the SR status is new, in progress, resolved, or waiting. When you create a new SR, the status is set to New. When editing an SR, you can change the status only if you have the Status Update privilege assigned to your role.

Problem Description

Enter a description for the problem. You can use a SmartText entry here.

Solution Description

The Solution Description field is available throughout the lifecycle of the SR. You can prepare notes and draft descriptions, and validate them before you formally resolve the SR. You can use a SmartText entry here.

Overview of the Actions Menu

When you start creating an SR, the Create Service Request page displays three buttons: Save and Continue, Save and Close, and Cancel. Once you enter a title and save the SR, or open an SR for editing, the page also displays the Actions menu. The following table describes the actions provided on the Create and Edit SR pages.

Action Description

Assign to Me

You select this option to assign the SR to yourself.

Copy

You select this option to create a copy of this partner SR to create a new SR.

Delete

You select this option to delete a partner SR. This option is available only to administrators.

Forward

You select this option to forward the partner SR to any other user of the application.

Run Queue Assignment

You select this option to immediately assign the SR to a queue.

Overview of Partner SR Messages

You can send and receive attachments with the primary contact using Customer Entry and Response messages respectively. Just click the Messages subtab to open and view the messages in an SR.

The partner contact can send attachments using the Customer Entry message type. That attachment is visible only to the internal resource. The internal resource can share an attachment with the partner contact by including the attachment in a Response message.

Note: The Customer Entry and Response messages are read-only for external partner roles.

You can compose the following types of messages for an SR.

Message Type What You Need to Know

Customer Entry

In a partner SR, the Partner Account is considered the customer. Customer entries capture details about a customer's service problem or query. Depending on the input channel, this information might be written directly by the customer, or transcribed by the agent while interacting with the customer.

Forward

You can forward a note to any other user of the application through one of the two following options:

  • Send an email notification.

  • Post a note to the SR message history.

Internal Note

SR owners can use internal notes to communicate with other team members who have access to the SR. A partner user can't create internal notes, though..

Response

You can compose a response message to communicate with the SR contacts. You can send the response to the contact in an email template, or post it to another channel through an Application Programming Interface (API).

To edit the text of the Internal Note and Customer Entry SR messages that you have previously created and posted, you must enable the SVC_ENABLE_MESSAGE_CORRECTION profile option. For more information about profile options, see "Profile Options for SR Management" in Related Topics.

How You Create Partner Contacts

To create partner contacts, you must use the Partner's Administration UI. For more information about creating a contact, see Oracle CX Sales Implementing Sales.

How You Create Service Request Activities

The Activities subtab is only available to internal users, such as customer service representatives or channel account managers, who have the View Service Request Team permission. To create an activity, you click the Activities subtab. From there you can create an appointment, a task, or log a call from the Activities page. For more information about activities, see Oracle CX Sales Implementing Sales.

How You View Articles Linked to Service Requests

You view knowledge articles that are linked to an SR in the Linked Articles subtab. Just click the subtab to view. Linked articles are visible only if your administrator has configured and enabled the Knowledge feature. Also, only internal users such as customer service representatives or channel account managers who have the permission to view knowledge within a service request can view linked articles.

The Milestone subtab is on the Edit Service Request page. It is only available to internal users, such as customer service representatives or channel account managers, who have the View Service Request Team permission. View all milestones along with their due dates and warning thresholds on this tab.

You can filter the list to show only those milestones that you want to view. A red alert icon means that a milestone is past its due date. A warning icon means that a milestone is approaching its due date. An additional icon indicates that the milestone was successfully completed. Click the milestone to view more information. The milestone details display the thresholds set for the milestone and the current status of the milestone.

You can view milestones in either a table view or a timeline view. The table view displays the completed and upcoming milestones in a table. The timeline view displays all the milestones in a timeline graph. Use the slider on the timeline to view the milestones by hours, days, weeks, or months. Milestones are updated and refreshed automatically. To refresh the milestone details manually, you just click Actions and select Update Service Request Milestone Configuration.

Work with Action Plans

Add an action plan to make the required steps to resolve an SR easier.

To add an action plan to an SR:

  1. Create or open an existing service request.

  2. On the Edit Service Request page, select Add Action Plan from the Actions menu.

  3. Select one or more templates from the list, or search for a template using Template name, or Category.

    To make sure the correct template is selected, the action plan preview displays when you highlight the template row.

  4. Select the Add icon for the template you want to add to the SR.

    The template appears in the Templates to Add region. You can select and add multiple templates to the SR.

  5. Click Apply to apply the template.

If the administrator designated the action plan template to start automatically, the action plan is started within a short period of time.

Add Additional Actions to the Action Plan

You have the option of adding additional actions to an action plan. Here's how you do it:

  1. On the Action Plan page, click the Add (+) icon.

  2. On the Add Actions to Action Plan page, select an action from the list, or search for an action using Action Name, Category, or Type.

  3. Click the Add (+) icon for the action you want to add.

    You can add the same action multiple times. For example, if an action needs approval multiple times, add the action for approvals as many times as you need to.

    If you need to remove an action from the Actions to Add pane just click the Delete (x) icon.

  4. Once you have added all the additional actions to the action plan, click Add Actions.

    Actions added to the plan are inserted at the end of the plan and prerequisites can't be added for any actions that aren't added through a template.

Caution: Before you continue, make sure you have the correct plan and that all the actions are correct. After the plan is initiated, you can't delete actions. If you need to start over, click Discard. The Discard button is your last chance to remove the plan.

Initiate the Plan

Again, if the administrator designated the action plan template to automatically start, the action plan starts within a short period of time. Alternatively, you can immediately initiate each template.

  1. Click Initiate Plan to start the plan.

    Notice the actions now show the status and a projected completion date. Also, any actions that don't have a prerequisite are automatically moved to a status of In Progress.

  2. You can now start working on the plan.

Use the Edit Service Request: Action Plan page to view and edit action plans.

  1. Click the Action Plan tab in the Edit Service Request page.

  2. Click the Action Plan number for the action plan you want to view.

On the Edit Service Request: Action Plan page, you can do the following:

Filter Plan Actions

You can use Quick Filter to view actions by:

  • All Actions

  • Active Actions

  • Actions Delayed

  • Actions without Prerequisites

  • Actions Not Started

  • Customer Visible Actions

  • Blocked Actions

Edit Action Plans

You can edit actions in one of three ways:

  1. Click the link of an Action name. It opens the related business object where you can make updates. For example, you can change status to Complete for a Service Request.

  2. Update the End Dates if things aren't getting done on time or if things are getting done early.

    Working with the End Dates:

    When an action is created, the estimated time it takes to complete a task is entered for the action. On an action plan, an end date for each action is based on the estimated time for the action.

    If an action is past due, a warning icon appears on the end date of the action showing that the deadline for the action has passed. In addition, the projected completion date shows a warning.

    When an action is past due, all the dates for actions that aren't started aren't displayed. You can change the end date of an action by using the End Date field.

    Once the date for the past-due action is corrected, the warning no longer appears and the end dates for all incomplete actions reappear.

  3. Close the action when you're done with changes and click Refresh to refresh the plan.

  4. Skip actions if they haven't started yet.

    If one of the actions in an action plan is optional, you can skip the action by clicking the Skip icon. You can't skip mandatory actions or change prerequisite actions.

To edit actions:

  1. Access the action plan from the SR.

  2. Click the link for the action plan template you want to edit.

  3. Click the link for the action.

  4. Use the Edit page to edit information for the action.

    Each tab in the Edit Task window contains information that can be edited for the action.

  5. After you have edited the action, click Save and Close to return to the Action Plan page.

Add Actions

To add additional actions to an existing plan:

  1. Click the Add icon on the Action Plan page.

  2. On the Add Actions to Action Plan page, select an action from the list, or search for an action using Action, Category, or Type.

  3. Click the Add icon for the action you want to add.

    You can add the same action multiple times. For example, if an action needs multiple approvals, you can add the action as many times as needed.

View Action Plans

View an action plan using the default list view, or select the Diagram view icon to see a graphical version of the action plan.

  • List View: Displays a table with the steps in the action plan. You can sort the columns in the table using the arrows in each column header.

  • Diagram View: Displays a graphical view of the action plan timeline. This view shows the status of each action. You can also hover over each action to show prerequisites, dates for the action, next steps, and the action's owner.

FAQs about Action Plans

Action plans are a checklist, a series of events, or steps that have to be done before you can close an SR.

Adding an action plan to an SR is easy. In an SR, select Add Action Plan from the Actions menu.

Service Request Details

If you're an agent or manager, use the Interaction History view to:

  • Track interactions related to a specific account, contact or service request.

  • Track all customer communications across channels.

  • View the total number of interactions, most-used channels, and contacts that were involved in the interactions.

To display the page you just go to the Edit Service Request page, and click the Interaction History tab.

On this page, you can filter interactions by channel, contacts, resource, creation date, and the direction of the interaction. You can also bring up the Wrap Up page to view chat transcripts, and view real-time analyses of SR interactions.

Analyses What does the Analyses provide

Interactions

Gives an overview of the volume of interactions for the SR. This tile displays the following information:

  • The total number of interactions for that SR.

  • The number of interactions over the last 10 days.

Top Channels

Shows the top three most used channels for interactions on an SR

Top Contacts

Shows the top three team users with the highest number of interactions. The interaction individual total is shown with each user name.

You can view interactions that are linked to a service request, lead, and opportunity. These details are indicated in the Reference Type column.

View Service Request Audit History

The Audit History tab shows you audit reports for a service request. You can filter reports by date, user and events, and export them to Excel. Your administrator has to enable the tab for it to show on the Edit Service Request page.

You can export the audit report from the Audit History tab to excel. The following procedure describes how to access an audit report.

  1. In the Audit History tab, click the Expand icon.

  2. Select a date range for your report.

  3. Enter the other search details if required, such as user name and event type.

  4. Click Search.

  5. In the Search Results, select the report you want by clicking row.

  6. Click Actions and select Export to Excel.

Save your search criteria by clicking Save in the Search section. Retrieve saved searches by using the Saved Search drop-down list.

A milestone is a significant event in your service request resolution process. Milestones are based on the service level agreements defined for your business, and they help you identify your compliance with these agreements. When you create a service request, the related milestones are applied automatically based on the service entitlements assigned to the customer.

The Milestone Details tab on the Edit Service Request page lists all milestones with the due dates and warning thresholds. Milestones are updated and refreshed automatically.

  • Use the Show drop-down list to filter the milestones you want to view.

  • Click a milestone to view more information. The milestone details display the thresholds set for the milestone and the current status of the milestone.

    • A red alert icon on the milestone indicates that the due date has passed.

    • A yellow warning icon on the milestone indicates that it's approaching its due date.

    • A green icon indicates that the milestone was successfully completed.

  • Use the List icon to view the completed and upcoming milestones in a table.

  • Use the Timeline icon to view all milestones in a timeline graph.

    • Use the slider on the timeline to view the milestones by hours, days, weeks, or months.

  • To refresh the milestone details manually, click Actions and select Update Service Request Milestone Configuration.

Insert Knowledge in Service Requests

Your preferred knowledge locale sets your knowledge base language. If you don't set a preferred knowledge locale, you will get knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, you will get knowledge in the locale that corresponds to your language and territory preferences.

Choose the locale that has the most articles that are useful to you. For example, let's say you live in France, but your organization's knowledge base articles are intended for users in the United States (en-US). Let's also say that your language and territory preference is set to French, France. If an administrator has set the default preferred locale to en_US, all of the articles are available to you.

If you do not set a preferred knowledge locale, then you will see knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, then no articles are available to you, because there are no French articles in the knowledge base.

  1. Click the user icon at the top right and select Settings and Actions.

  2. Select Set Preferences.

  3. Select Preferred Knowledge Locale and select a locale from the menu.

You can use Knowledge to help solve service requests by finding articles that are relevant to the service issue, linking those articles to the request, and sending the helpful information to the customer. When you open the Knowledge pane in a service request, you immediately get recommended articles based on the request's title, products, and categories . If the recommended articles don't resolve the issue, you can search for more articles until you find the content that you need.

You can keep a list of favorite articles, rate articles to show which ones are valuable and which ones need to be improved. You can also recommend new articles or updates to existing articles to continually improve knowledge base quality.

Access Knowledge in a Service Request

To access knowledge in a service request, open the Knowledge pane. The Recommended Answers tab shows you articles that are relevant to service request title and any additional product and category information. From here you can read articles, search for more articles, add knowledge to the service request, and manage your favorite articles list.

Search for Articles in a Service Request

If you don't see the article you need in Recommended Answers, you can search for more articles by entering new search terms, additional products and categories, and even multiple languages, if they are supported by your organization.

Be sure that you have set your preferred knowledge locale so that you get the best search results.

  1. Select the search tab, and enter a search term.

  2. Select a locale if you want to see results in a language other than your preferred knowledge locale.

  3. Click the search icon.

  4. Filter the search results by the request's categories or products if you need to.

There are a few ways to use knowledge to help resolve an SR. You can add text from the article, or add a link to the article. You can do it directly from the knowledge pane, from the article details window, or by using the insert knowledge option when you compose an SR message.

Link Articles to SRs

Link an article to an SR to help resolve an issue. Linking articles to SRs helps agents quickly find the right answers to resolve similar issues in the future.

  1. Select the article that you want to link and click the Link article to service request icon.

  2. Save the SR to complete the link. The link will not be active until you save the SR.

View Linked Articles

View the articles linked to an SR to see if they are relevant to the issue you are working on. Click the Delete icon to remove a linked article.

  1. Click the Linked Articles tab in the SR.

    The linked articles window displays all articles linked to the SR.

Send Articles to Customer

You can send articles to customers by adding them as text or links in the SR. You can add them from the knowledge pane or from the article details window.

  1. Open an SR and click the slider to open the knowledge pane.

  2. Locate the article that you want to add to the SR. You can click the article to view the contents.

  3. Click the Insert as Text icon if you want to insert the article as text in a response message.

    Click the Insert as Link icon if you want to insert the article link in a response message.

  4. Select a channel type and edit the message as desired.

  5. Click Send, or click Save to Draft.

Add Article Links to SR Messages

You can send articles to customers by inserting the article links into the SR message. You can only insert articles that are linked to the SR.

  1. Open an SR in edit mode and click the Messages tab.

  2. Select the message type that you want to send from the Compose drop down list.

    The message pane opens.

  3. Click Insert Knowledge.

    The Insert Knowledge page opens and the articles that are linked to the SR appear.

  4. Select the article that you want to insert, click the Insert as Text icon or the Insert as Link icon, and then click Done.

    The article is inserted as text or link in the SR message depending on what you selected.

  5. If you inserted the article as text, you can edit the article's text as desired.

  6. Click Send, or Save to Draft.

Productivity Tools

Use keyboard shortcuts to streamline your work. View keyboard shortcuts from the Service Requests page by clicking the Actions menu, then selecting Show Keyboard Shortcuts. You can also access the shortcuts by typing Ctrl+Alt+H. Your administrator defines keyboard shortcuts.

There are two types of keyboard shortcut. Use Button Access keys to relocate the cursor or the focus of a selection to a specific, or frequently-used interface component, and to execute the action in a view. Action Command keys are direct keyboard shortcuts.

Button Access Keys

Button access key availability depends on your browser. The following table lists the combinations you can use on the latest version of each supported browser.

Browser Operating System Key Combination Action

Google Chrome

Linux

ALT + SHIFT + Key

Click

Google Chrome

Mac OS X

CONTROL + OPTION + Key

Click

Google Chrome

Windows

ALT + SHIFT + Key

Click

Mozilla Firefox

Linux

ALT + SHIFT + Key

Click

Mozilla Firefox

Mac OS X

CONTROL + Key

Click

Mozilla Firefox

Windows

ALT + SHIFT + Key

Click

Microsoft Internet Explorer 7

Windows

ALT + Key

Set focus

Microsoft Internet Explorer 8

Windows

ALT + Key

Clear or set focus

Microsoft Internet Explorer 11

Windows

ALT + Key

Clear or set focus

Apple Safari

Windows

ALT + Key

Click

Apple Safari

Mac OS X

CONTROL + OPTION + Key

Click

Action Command Keys

Use the Alt+Control+Key keyboard shortcut combination for all actions on the user interface. This combination is applicable to both Windows and Mac OS X operating systems. Here, Key is the keyboard key defined for that particular action. The shortcuts are listed in the Actions drop-down list for each action on every page.

Us this procedure to select the value in the Category and Product fields on the SR Summary page.

  1. Press the Tab key until you get to the Product or Category field.

  2. Press Alt+Down arrow key to open the list options.

  3. Press Shift+Tab key to select the Search link and press Enter.

  4. Press Tab to select the header row.

    Note: Press Shift+Tab to move out of the table.
  5. Press the Down arrow key to highlight the record that you want to select.

  6. Press Shift+Alt+K to clickOK.

    The product or category is added to the field.

SmartText

A SmartText entry is a reusable fragment of text that you can use in SR messages. SmartText saves time and effort by reducing your keystrokes while also improving the overall consistency of written communication. You can create you own SmartText entries, or use those that are already stored in your database and available for general use. You can also create SmartText entries in any supported language.

There are two kinds of SmartText:

  • Private: You create these entries yourself and you're the sole user.

  • Public: Public entries are available to all users.

SmartText entries can contain system variables and user-defined variables. System variables are public and can't be edited or deleted. User-defined variables are private, you can create, edit and delete them. For example, say you had a variable where you assigned "Service Request" as the object, and "Primary Contact" as the attribute. When this SmartText entry is used, the primary contact listed for the service request is automatically substituted for the variable in the text field.

Use the SmartText tab by opening the Restore Pane arrow. You can enter SmartText in the Problem Description and the Solution Description areas of SRs. You can create SmartText in multiple languages.

Create Private SmartText entries from:

  • The Create Service Request page

  • The Edit Service Request page

  • The Tools Menu

To view the list of available variables, click SmartText and select Manage SmartText in the Service Request details page. Click the User-Defined Variables tab or System Variables tab on the Manage SmartText screen.

Create your own variables Manage SmartText page by clicking New on the User-Defined Variables tab. In the new row, enter a name for the variable and select the substitution type. Substitution type defines what happens when a user chooses to enter the variable. You can select the following substitutions:

Substitution Type What It Does

Prompt:

Select when you want to be prompted to select a value when the variable is inserted. When using an entry with a Prompt substitution, you're prompted to select and enter the value of the variable in the field. For example, you create a prompt type variable for a Bug number. When the SmartText entry containing this variable is used, you're prompted to enter the bug number in the text where the field requires a value.

Evaluate

Select this type to automatically evaluate and substitute the value of the variable in the text. For example, you assign Service Request as the object and primary Contact as the attribute in the variable and insert this variable in your SmartText entry. So, when this SmartText entry is used, the primary contact listed for the service request is automatically substituted for the variable in the text field

Value

Select this type when you want a particular value to be inserted as the variable. For example, you create a variable for "My Name" and insert the value as your name. When the SmartText entry containing this variable is used, the value is automatically substituted as the name value you add in the variable.

To edit a user-defined variable, select the variable and update as required. To delete a user-defined variable, select the variable and click Delete Selected Variable.

You can use rich text in your SmartText entry by enabling HTML for SR messages. You can't use HTML in the Problem Description and Solution Description areas.

Create your own SmartText entries. They're only visible to you, and they're saved in the Private Set tab.

  1. On the Create or Edit Service Request page, open the SmartText pane by clicking the Restore Pane arrow.

  2. Click the SmartText tab, then click the Manage SmartText icon.

  3. Click the Create icon on the Private Set tab.

  4. On the New SmartText page, enter the following details:

    • Enter a name for the SmartText entry. There are some restrictions on special characters, so see "SmartText Naming Conventions" in Related Topics.

    • Select Use HTML to use rich text formatting in your SmartText entry. You can insert tables and images here.

    • Enter the text you want to insert.

    • Insert a variable, if you want, by typing the @ symbol followed by the variable name.Click the Tab key to automatically complete the variable, or use the navigation arrows on your keyboard, then press the Enter key. The variable is inserted where the cursor stands in your text.

    • Click Save as Personal.

  5. To edit the Private SmartText entry, do the following:

    • Select the SmatText entry you want to edit.

    • Select the Language of the SmartText entry from the drop-down list

    • You can also create in a new language by clicking the Add icon.

    • Edit the Private SmartText entry and click Save as Personal to publish the SmartText entry.

You can view and manage all your Private SmartText entries from the Private SmartText tab. You can add, duplicate, and delete your private set SmartText entries.

Create your own Public SmartText entries. Public entries are available to all users.

To create a Public SmartText entry, do the following:

  1. On the Create or Edit Service Request page, open the SmartText pane by clicking the Restore Pane arrow.

  2. Click the SmartText tab, then click the Manage SmartText icon.

  3. Click the Create icon on the Private Set tab.

  4. On the Manage SmartText page, click the Public tab and select a folder in which you want to create the public SmartText entry. You can either select an existing folder, or create a new folder to save your SmartText entry.

  5. On the New SmartText page, do the following:

    • Enter the name for the SmartText entry. There are some restrictions on special characters, so see "SmartText Naming Conventions" in Related Topics.

    • Select Use HTML to use rich text formatting in your SmartText entry. You can insert tables and images here.

    • Enter the text you want to insert.

    • Insert a variable, if you want, by typing the @ symbol followed by the variable name. Click the Tab key to automatically complete the variable, or use the navigation arrows on your keyboard, then press the Enter key. The variable is inserted where the cursor stands in your text.

  6. Select Publish to save this entry in the Public tab for all users. If you don't select Publish, the SmartText entry is saved in your Private folder and is available only to you.

  7. Verify the location where you're saving the SmartText.

  8. Select the availability of the SmartText entry from the list of Availability options.

  9. Click Publish to publish the SmartText entry.

To edit a Public SmartText entry, do the following:

  1. Select the SmatText entry you want to edit.

  2. Select the Language of the SmartText entry from the drop-down list

  3. You can also create a new language by clicking the Add icon.

  4. Edit the Private SmartText entry and click Publish to publish the SmartText entry.

To insert a SmartText entry, just type the # character, then type the keyword for the SmartText entry that you would like to insert. Select from the results to insert the entry. You can also open the SmartText tab on the SmartText panel to view all the available entries.

Mobile Service Requests

How You Manage SRs on the Mobile Application

As a service representative, service manager, or a partner user, you manage service requests (SRs) in your Oracle CX Cloud Mobile application, on iOS and Android devices.

To access your SRs, tap the main menu icon on your Oracle CX Cloud Mobile application, then tap Service Requests. The SRs list view displays a list of all open SRs.

Here's a few things you can do in the SRs list view:

  • Search the SRs that you have access to, and filter and sort the SRs.

  • Create and edit SRs.

  • View SRs from different business units.

    • You can view multiple business units if your administrator enables the HZ_ENABLE_MULTIPLE_BU_CRM profile option. Products and categories are filtered based on the business unit you select.

      For more information about business units, see the "Setting Up Service Business Units" Related Topic.

  • Swipe an SR to do quick edits.

  • Tap an SR to view the details, then use the tabs in the SR details view global footer to:

    • View and create appointments, tasks, and other activities. Tap an appointment or task on the activity timeline to view its details.

    • View and add contacts, team members, and accounts to the SR.

    • View and add messages to the SR.

    • View and add attachments to the messages and SR. You can also download attachments from messages to the mobile device.

    • View the interaction history for the SR. You can't create or edit interactions.

      Interactions are logged for an account, contact, or service request. Use interactions to track inbound and outbound communications with a customer across channels such as SMS, phone, and email.

    • View the milestone history for the SR. You can't create or edit milestones, but you can filter the milestone list view.

      Milestones represent the service level agreements (SLAs) that a service organization has with its customers. SLAs track against SRs and define commitments and deadlines for resolution. SLAs also help maintain the quality of customer service, and give an organization a metric to track performance.

Alternatively, you can also view the open SRs for a specific account or contact. Navigate to the details view of the account or contact you want to view, and then tap the Service Requests tab.