Manage Service Requests (Chapter 6) 21D

Overview of Oracle Loyalty Service Requests

Use service requests to capture and manage service inquiries related to enrollment, membership updates, transactions or disputes in your loyalty program service center. All service request status and details are accessible on the Member Details page, and this helps you to engage with your loyalty members. You can create new service requests for members, update an existing service request, or more specifically create a new voucher or membership card, or review a transaction.

Here are two things you must do before you get started:

Add the Loyalty Member field to the Service Request Creation page and the Service Request Details page layouts.

For more information on adding fields to page layouts, see Working With Page Layouts in the Oracle Applications Cloud Configuring Applications Using Applications Composer guide.
Set up Oracle Loyalty to support Computer Telephony Integration (CTI).

For more information on configuring CTI, see Oracle B2B Service Implementing B2B Service and the Oracle Loyalty Implementing Loyalty guides.

Create a Service Request

Let's see how to create a service request.

On the Members screen, click the name of the member you want.
In the member overview page, click Service Requests.
Click Create Service Request.
Here is some of the information you enter for your service request:
- Title. Enter a descriptive title for your service request. This is the only required field.
- Account. Select your customer account.
- Primary Contact. The primary contact for the account displays automatically.
- Severity. Select a severity for the service request, such as Low, Medium, or High. The default value is Low.
- Critical. Select this check box if your service request is high priority.
- Category. Select the appropriate category for this service request.
- Product. If your service request pertains to a particular loyalty product, select it from this list.
- Queue. Assign this service request to a resource queue.
- Assigned To. Assign this service request to a service representative.
- Channel Type. Select a communication channel.
- Attachments. Click the plus icon (+) to add extra information to your service request, such as screen shots or files.
- Problem Description. Enter a description for your service request.
- Loyalty Member. Select a loyalty member from the menu, or click Select to locate or create the a loyalty member.
Click Save and Close.

Edit a Service Request

Let's see how to edit a service request.

On the Members screen, click the name of the member you want.
In the member overview page, click Service Requests.
Click the service request.
Update the required fields.

For more information on completing these fields, see Manage Service Requests.
Click Save and Close.

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.