Oracle TeleService

Oracle TeleService automates not just the call center but the whole problem resolution process from the time a customer calls in, sends an e-mail, or enters a service request on the web. Agents can use Oracle Teleservice to update customer records, validate product ownership and contract coverage, provide proactive and personalized customer service, and resolve many problems during the initial contact, using a knowledge base.

This chapter describes the following test flows in Oracle TeleService:

• Create Service Request for Customer Organization and Employee Contact
• Create, Update, Audit and Validate Task
• Create Charge Lines and Orders

Prerequisites

• User is logged in with Service, Standard responsibility.

Profile Options

Table 10-1 Profile Options for Oracle TeleService

Profile	Value
Service: Default Operating Unit	Vision Operations

Predefined Data

Table 10-2 Predefined Data for Oracle TeleService

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

Setup Data

Not applicable.

10.1 Create Service Request for Customer Organization and Employee Contact

Creates service request with customer type organization and person with different contact types (customer and employee contact types). Associates product information to service request. Attaches file to service request. Copy service request linking the original to the new service request. The different types of links are reference, caused by and duplicate links.
Prerequisites

• Customers and contacts.

Profile Options

Table 10-3 Profile Options for Create Service Request for Customer Organization and Employee Contact Flow

Profile	Value
Service: Inventory Validation Organization	Vision Operations

Predefined Data

Table 10-4 Predefined Data for Create Service Request for Customer Organization and Employee Contact Flow

Window Name	Field Name	Field Value
Service Request	Customer Type	Person
	Customer Type	Organization

Setup Data
Not applicable.

10.2 Create, Update, Audit and Validate Task

Creates field service and non field service tasks for a service request. Creates debrief lines for a field service task. Posts debrief lines to generate charge lines. Submits the charge lines to Oracle Order Management for creation of sales orders. Creates, audits and validates tasks.
Prerequisites

• The user is assigned to a sub inventory that is provided with available on hand quantity for the item.
• Business Process with service activity code in Charges module.
• Inventory accounting periods for the corresponding period, in Open status.
• Following setups done for the item used, as part of the flow in Inventory module:
  
  • The Service Billable attribute is set to Material.
  • The Item Transactable check box is selected.
  • If the item used in the flow is a trackable item, the instance numbers are generated.
  • Price lists are associated with the item.

Profile Options

Table 10-5 Profile Options for Create, Update, Audit and Validate Task Flow

Profile	Value
CSF: Disable HTML Debrief	No
CSF: Default Debrief Business Process	Field Service
CSF: Default Debrief Service Activity Code	Install
CSF: Inventory Organization ID	Vision Operations

Predefined Data

Table 10-6 Predefined Data for Create, Update, Audit and Validate Task Flow

Window Name	Field Name	Field Value
Service Request - Tasks tab	Task Type	Follow up Action
	Task Type	Dispatch

Setup Data
Not applicable.

10.3 Create Charge Lines and Orders

Creates different types of charge lines for service requests and submits charge lines to Oracle Order Management. Creates estimate charge lines and converts estimate to actual charge lines through Charges form and Charges and Service Logistics page. Creates material, labor, expense lines, and install base order and return lines using Charges form and Charges and Service Logistics page.
Prerequisites

• Service activity code is created for billing type Material or Labor or Expense with Mixed order type, and is associated to business process.
• Following setups are done for the item used as part of the flow in inventory module:
  
  • The Service Billable attribute is set to Material.
  • The Item Transactable check box is selecetd.
  • If the item used in the flow is a trackable item, the instance numbers are generated.
  • Price lists are associated with the item.

Profile Options
Not applicable.
Predefined Data

Table 10-7 Predefined Data for Create Charge Lines and Orders Flow

Window Name	Field Name	Field Value
Service Request - Charges tab	Charge line	Estimate ( Pick valid charge line from list )
	Charge line	Actual

Setup Data

Table 10-8 Setup Data for Create Charge Lines and Orders Flow

Window Name	Field Name	Field Value
Service Request - Charges tab	Operating Unit	Vision Operations
	Service Activity	CHRT_Exp1202121376
	Business Process	Service Charges1202121533
	Service activity	CHRT_Lab1202121367
	Service activity	CHRT_Mat1202121386