Oracle Customer Support

Customer Support is a module of Oracle TeleService. It enables support specialists to effectively create, manage, and resolve customer issues. Its components like Service Desk offers a comprehensive employee help desk solution that improves the effectiveness and quality of internal support operations. Case management is targeted to meet the needs of law enforcement agencies, human and social services organizations, and claims and benefits departments.

This chapter describes the following test flows in Oracle Customer Support:

• Create Service Request Task in Customer Support Specialist
• Create Service Request Task in Service Desk Analyst
• Create Service Request Task in Case Worker

Prerequisites

• User is logged in with Service, Standard responsibility.
• Task types and task status.

Profile Options

Table 3-1 Profile Options for Oracle Customer Support

Profile	Value
Service: Default Operating Unit	Vision Operations

Predefined Data

Table 3-2 Predefined Data for Oracle Customer Support

Page Name	Field Name	Field Value
Create Service Request	Type	Customer Call
	Severity	High
	Status	Open

Setup Data

Not applicable.

3.1 Create Service Request Task Customer Support Specialist

Agents can create service requests and tasks in Customer Support Specialist.
Prerequisites
Customers and contacts.
Profile Options
Not applicable.
Predefined Data

Table 3-3 Predefined Data for Create Service Request Task Customer Support Specialist Flow

Page Name	Field Name	Field Value
Update Service Request	Task Type	Activate Service

Setup Data
Not applicable.

3.2 Create SR Task Service Desk Analyst

Agents can create service requests and tasks in Service Desk Analyst.
Prerequisites

• Customers and contacts.

Profile Options
Not applicable.
Predefined Data
Not applicable.
Setup Data

Table 3-4 Setup Data for Create SR Task Service Desk Analyst Flow

Page Name	Field Name	Field Value
Agent Dashboard	Search key----Employee Name: Value	A Bakker (Pick appropriate resource)

3.3 Create SR Task Case Worker

Agents can create cases and tasks in Case Worker.
Prerequisites

• Case types or service request types.
• Task types and task status.

Profile Options
Not applicable.
Predefined Data
Not applicable.
Setup Data
Not applicable.