Manage Service Requests

Here's some information you need to update in your members' service requests (SRs).

• Entering the summary information: Summary information contains details of what the service request is about, such as the customer account, primary contacts, SR description, and so on.

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

• Viewing Interaction History: Interaction history is a record of the various agent interactions on the service request. For example, if an agent is dealing with a specific customer, the interaction history displays details on when the customer was in touch, through what communication channel, what were the customer's top interactions, and with what agent. This view always shows the parent interaction, and any associated child interactions (including the cross-channel interactions) are nested within the parent interaction. The plus (+) icon displays the child interactions.

• Adding contacts: Add customer contacts to the SR.

• Adding team members: Use the Team tab to add the team members who can view and work on the SR.

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

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

• Viewing service request milestones: View the service milestones for the SR.

• Creating work orders. Use the Work Order tab to schedule any work that must be done for the customer.

• Viewing audit history. Use the Audit History tab to view all changes made the SR.

As well as doing these tasks, several SR actions are available from the Actions menu. For example, re-assigning the SR, creating internal notes, and copying the SR link. For more information on these actions, see the topic How To Use the Actions Menu in the Oracle B2B Service Using B2B Service guide.

Note:

The Launch Co-Browse action is currently not supported in Oracle Loyalty.