1. Using Service Center in the Classic User Experience
  2. How You Manage SRs on the Mobile Application

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 Fusion Cloud Mobile application, on iOS and Android devices.

To access your SRs, tap the main menu icon on your Oracle Fusion 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.