R12.x Oracle Service Fundamentals

This course will be applicable for customers who have implemented Oracle E-Business Suite Release 12 or Oracle E-Business Suite 12.1.

This course is designed to help functional administrators without programming knowledge modify key Oracle TeleService and service request functionality to fit their organization’s business needs. In the course you will learn 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 for resolution, how to configure reports and automatic notifications, how to prevent agents from logging duplicate requests, and more.

Learn To:

• Assign service requests and associated tasks to groups and individuals
• Create service request types for a wide variety of needs
• Understand the different HTML and Oracle Forms interfaces
• Set up service request security
• Generate tasks automatically at service request creation
• Set the capture additional service request information

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Audience

• Business Analysts
• Functional Implementer

Course Topics Introduction to Service and Oracle TeleService

• E-Business Suite Application Foundation
• Customer Management Features
• Service Request Management

Service Request Overview and Basic Setups

• What is a Service Request?
• Setting Up Service Request Types and Statuses Overview

Additional Basic Setups

• Categorizing Customer Problems and Resolutions
• Response and Resolution Times

Setting Up Service Request Security

• Service Request Security Types
• Standard Service Security
• Custom Security

Setting Up Work Assignment and Distribution

• Work Assignment and Distribution Overview
• Work Types
• Types of Automatic Work Assignment
• How Automatic Task Assignment Gets Triggered

Modifying Service Request Reports

• Seeded Report Data Definitions and Templates
• Modifying a Report Template Overview

Automatic Notifications

• Events That Trigger Notifications

Capturing Additional Service Request Information

• Different Capture Methods
• Contact Center Extended Attributes
• Types of Extensible Attributes

Items in Service Requests

• Items You Can Log Service Requests Against
• What Is Oracle Installed Base?
• Setting Up Inventory Items for Oracle Installed Base Tracking

Automatic Generation of Service Request Tasks

• When to Generate Tasks Automatically
• Setting Up Task Generation on Contact Center Attributes Overview
• Overview of Task Generation Setup Based On Request Type, Problem Code, and Items

Checking for Duplicate Service Requests

• When to Use Duplicate Checking
• Setting Up Duplicate Checking

Setting Up Electronic Approvals and Records

• Electronic Approvals and Records
• Electronic Approvals and Records Required Setup: Overview

Getting Started with User Interface Modification

• Basic UI Modifications
• Basic Oracle Forms UI Modifications

Setting Up Oracle Knowledge Management

• Oracle Knowledge Management Overview
• Searching the Knowledge Base

Setting Up Charges

• Verifying Inventory Attributes for Charges
• Creating Service Activities and Billing Types

Setting Up Customer Care

• Contact Center Dashboard
• Creating Profile Variables

Course Objectives

• Navigate within Oracle TeleService interfaces
• Understand creation of a service request via the Contact Center and Service
• Request form and the different items of a service request
• Identify the basic requirements for creating a service request
• Understand the different types of security and the responsibilities required
• Define the key concepts of work assignment and how work is automatically assigned
• Set up and send automatic notifications
• Configure the User Interface
• Work with service request charges