Overview of Implementing Service

To start implementing Service, a user with the Application Implementation Consultant role (ORA_ASM_APPLICATION_IMPLEMENTATION_CONSULTANT_JOB) must opt into the offerings you want to use.

Service Offering

With this offering, you set up service components and features of Oracle Fusion Service.

The following table shows the primary functional areas of the Service offering. For the full list of functional areas and features, see the Associated Features report that you review when you plan your implementation.

Functional Area	Description
Service Request	Manage lookup values for SRs, for example severity, status, or priority values. You can opt into auditing of service requests, or change default action for areas such as assignment, auto-close, and default values.
Service Catalog	Manage the product hierarchy used for categorizing the product of a service request.
Communication Channels	Manage the channels you use to communicate with customers, configure each channel, and manage the Omnichannel toolbar and assignment rules.
Digital Customer Service	Manage profile options and self-service authentication, configure user and job role setup, configure role synchronization, and view synchronization reports.
Service Entitlements	Manage the configuration of milestones tracked for service requests.
Work Order	Configure generic work orders, Service to Field Service Cloud integration, and integrated work orders. Manage work order types for work orders corresponding to activity types, set the profile options for work orders, and manage work order types.
Productivity Tools	Manage settings for the tools that make agents more productive, including global search, collaboration, standard text, and keyboard shortcuts.
Knowledge Management	Enable knowledge management features, set up locales and users, and create and manage the knowledge base for authors, agents, and external users.
Action Plans	Associate action plans with service requests to help facilitate a series of steps or a sequence of events that may be required to resolve SRs.
Business Units	Set profile options to enable the multi-BU functionality, define and add internal resource organizations, create business units, and BUs associated with resource organizations.