Service Request Tasks

To enable service requests in CX for Utilities applications, you must complete the following configuration tasks. All of the topics listed in the Documentation column are available in the Oracle Fusion Service library in the Oracle Help Center.

Task	Description	Documentation
Enable Multiple Business Units for Service	If not already completed, your system administrator must complete this task before completing any of the additional tasks listed in this table.	See the following topic: Manage Common CRM BU Profile Options for Service BUs
Configure Service Request Categories	You should fully understand service request categories, and configure the categories you want to use in CX for Utilities. For example, you must create a category for collections service requests if you want to enable collections service requests to appear correctly in CX for Utilities.	See the following topics: Overview of Service Request Categories Create a Service Request Category
Configure Service Request Templates	You can configure your service request application pages to include the information you want your utility users to access.	See the following topic: Overview of Application Pages
Create Service Request Assignment Rules	You can use assignment rules to automatically assign service requests to queues when they are created or updated. These assignment rules can be run on a schedule.	See the following topic: How you define queue assignment rules
Configure Agent Capacity	You can define capacity rules to indicate the maximum number of open work items of a certain type that an agent can handle.	See the following topic: Agent capacity