1. Implementing Service Center with the Classic User Experience
  2. Set Up Service Requests for Partners

Set Up Service Requests for Partners

You can use Service Requests (SR) to capture and resolve issues reported by partner accounts.

Instead of associating customer accounts and customer contacts to the SR, you can associate partner accounts and partner contacts. Partner users or partner contacts can use the application to submit service requests and view responses by the person that owns the SR.

Note: There's only one global service product catalog and one global category hierarchy in Service. Whether they're associated with customer accounts or partner accounts, all SRs display the same hierarchy of products and categories.Partners can create and interchange an SR through the application user interface, the SR APIs, and the inbound and outbound emails. Partners can't use the CTI framework or the chat channel.

You can let partners create service requests by modifying the page layouts for the service request object. The layout must be modified according to the privileges given to the external partner contact and the internal resources that access the SR.

Users that can access the partners SR can be broadly classified as internal and external resources. External resources are partner contacts that create, submit, and view an SR for the partner that they represent. Internal resources own and work on the SRs for one or more partners that they're assigned to. Oracle recommends that you provide access to partner service requests using the following standard roles. However, you can grant access to other standard and user-defined roles that you create, depending on your requirements.

  • Partner sales representative - An employee from a partner company that can request support on issues. In the Partner Management work area, these users are also represented as partner contacts.

  • Channel account manager (CAM) - Internal resource responsible for a set of partner accounts. You can grant access to this role if you want them to respond to the partner service requests in addition to their other duties.

  • CRM administrator - Configures the application, such as assignment rules, service product catalog, queues, layouts, extensibility changes, and so on.

When a partner account is associated with the SR, the Primary Contact field is always treated as a partner contact. The primary contact field enables users to search and select only from the partner contacts associated with the partner account that's selected. You can also modify the SR list view for the partner contact roles, to include columns specific to the partner service requests.

Modifying the Service Request Page Layout for External Resources

External resource in partner contacts must be provided limited access to creating and editing a partner SR. The following list describes the recommended fields that you must enable and disable in the SR layout for external resources.

  • Remove internal only fields such as Queue, Assigned To.

  • Add Groovy to make the Partner Account, Status and Channel Type read-only.

  • Remove the Attachment + icon. Partner users can only upload and view attachments through a specific SR message.

  • Enable only the Summary and Message subtabs.

  • (Optional) Allow the user to set the severity when creating an SR. However, the user can't change this when editing the SR.

  • Enable the Milestones tab.

In addition to modifying the SR layout page, remove the Service Request action in the Contacts page layout using the application composer.

Modifying the Service Request Page Layout for Internal Resources

Internal resources are resources that work on the partner SR. The following list describes the recommended fields that you must add to the SR layout for internal resources.

  • Add Partner Account field to the SR page layout. Since the primary contacts are chosen based on the partner account selected, display the Partner Account field first, before the Primary Contact field.

  • (Optional) Remove the Account field from the layout to avoid confusing the user. For partner service requests, the Account field is only for reference information.

In addition to creating page layouts for the partner SR work area, you can also expose the Service Request subtab on the Partner 360 work area.

Assigning Partner Service Requests to Queues

If you have a different set of resources responding to customer and partner service requests, you can set up separate queues to address the partner SRs.

To assign a partner SR to a queue, do the following:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Service Request Assignment Objects

  2. In the Manage Service Request Assignment Objects page, select Service Request and the select Attributes.

  3. In the Attributes tab, add the Partner Account field and save the changes.

  4. In Setup and Maintenance >Communication Channels select the task Manage Service Request Assignment Rules.

  5. Add rules to ensure that when the Partner Account field is populated, the service request must be assigned to a different set of queues. For more information about assigning service requests to queues, see Define Service Request Assignment Rules.

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