Back
 

R12 Oracle Service Fundamentals

iWare Logic > Training  > Course Catalog  > OAEC Courses > R12 Oracle Service Fundamentals

Duration: 4 Days

What you will learn
This course is designed to help you set up or modify key Oracle TeleService and service request functionality to fit your organization’s business needs. In this course you learn about the different Oracle TeleService interfaces (Oracle Forms and HTML), how to set up service requests to handle a wide variety of customer problems, how to automatically assign those service requests to the right group or individual for resolution, how to configure reports and automatic notifications, how to prevent agents from logging duplicate requests, how to set up the capture of electronic records and signatures (ERES) and more.
Learn To
  • Set up service request types to capture information about a wide variety of business problems
  • Generate tasks automatically at service request creation
  • Modify service request reports
  • Set up fields to capture additional service request information
  • Assign service requests to groups and individuals
  • Personalize the user interface
Audience
  • Sales Consultants
  • Support Engineer
  • Functional Implementer
  • Technical Administrator
Prerequisites
Suggested Prerequisites:

  • R12 Oracle E-Business Suite Essentials for Implementers
Course Objectives
  • Understand the different HTML and Oracle Forms interfaces
  • Create service request types for a wide variety of needs
  • Learn how to assign service requests and associated tasks to groups and individuals
  • Set up service request security
  • Generate tasks automatically at service request creation
  • Set the capture additional service request information
  • Set up the capture of electronic records and electronic signatures (ERES)
  • Learn to modify the user interface to hide or expose fields and regions, or to make entry mandatory
  • Learn how to set up Oracle Knowledge Management
  • Learn the basics of Charges setups
  • Learn how to automatically detect potential duplicate service requests
Course Topics
Introduction to Oracle TeleService
• Using different modules to support different users
• Comparing features available in the different modules

Service Request Overview and Basic Setups
• Setting up required service request fields
• Setting up service request types and statuses
• Setting up status groups and transitions
• Setting up severities and urgencies

Additional Basic Setups
• Categorizing customer problems and resolutions with problem and resolution codes
• Setting up service request response and resolution deadlines
• Defaulting required service request information via system profiles

Setting Up Service Request Security
• Setting up standard service request security
• Mapping service request types to responsibilities
• Using multiple status groups to change service request behavior for different classes of users

Setting Up Work Assignment and Distribution
• Setting up service request assignment to groups
• Setting up service request assignment to individuals
• Setting up service territories
• Using load balancing formula to distribute work load evenly among group members
• Setting up resource groups

Modifying Service Request Reports
• Modifying the service request report template using Oracle XML Publisher
• Switching between the detailed and summary template

Setting Up Automatic Notifications
• Understanding the notifications process
• Understanding the two different notification styles
• Modifying the notification templates using Oracle Workflow Builder
• Setting up notification rules

Capturing Additional Service Request Information
• Understanding the different architectures for capturing additional attributes
• Capturing service request attributes in the Oracle Forms interface using the Contact Center extended attributes
• Capturing service request attributes in the HTML interfaces using extensible attributes

Tracking Items in Service Requests
• Logging service requests against inventory items
• Logging service requests against Oracle Installed Base instances
• Creating Oracle Installed Base instances manually
• Understanding Oracle Installed Base basics

Automatic Generation of Service Request Tasks
• Understanding the two methods of generating tasks
• Generating tasks based on entries in Contact Center extended attributes
• Generating tasks from task templates based on service request type, problem code, and item
• Setting up service request task territories to assign task owners

Checking for Duplicate Service Requests
• Understanding the two ways you can check for potential duplicate service requests
• Setting up duplicate checking based on Contact Center extended attributes
• Setting up duplicate checking based on customer and item

Setting Up Electronic Approvals and Records (ERES)
• Setting up service requests statuses to trigger approval rule evaluation
• Setting up Oracle Approvals Management rules that trigger the capture of e-signatures and erecords
• Setting up approvers
• Modifying the Oracle XML Publisher templates used for e-record capture

Getting Started with User Interface Modification
• Using Oracle Forms folder tools to modify the interface
• Hiding tabs and other Oracle Forms UI elements from all users or from individual responsibilities
• Using Oracle Forms Personalization to modify the user interface
• Using Oracle Application Framework Personalization to modify the HTML module interfaces

Setting Up Oracle Knowledge Management
• Using different types of searches
• Understanding Oracle Knowledge Management security
• Making different categories of solutions available to different classes of users
• Setting up knowledge authoring flows
• Understanding Oracle Secure Enterprise Search integration

Setting Up Charges
• Understanding service activities and billing types
• Creating billing types
• Creating a business process with service activities
• Creating a default time and material labor schedule
• Understanding service activities and Installed Base Transaction Subtypes

Setting Up Customer Care
• Setting up customer profiles
• Setting up the Contact Center Dashboard tab