You are on page 1of 1

Oracle Business Flow: Service Request to Resolution for TeleService

Accelerator

Oracle Business Flow: Service Request to Resolution for TeleService Accelerator
Service Request Resolution CS7036 CS7036 CS7037 CS7037 CS7041 CS7041 CS1411 CS1411 Receive Receive Validate Validate
Service Request Resolution
CS7036 CS7036
CS7037 CS7037
CS7041 CS7041
CS1411 CS1411
Receive Receive
Validate Validate
Review Review
no
Information Information
Maintain Maintain
Service Service
Customer Customer
Installed Installed
Accurate? Accurate?
Customer Customer
Contact Contact
Records Records
Base Base
Installed Base
Installed Base
•Log into application and
work queue
•Receive inbound customer
Gather customer
• Review Installed Base
yes
information
• Verify Product Order
Verify information
•Update customer info
•Transfer product
ownership if needed
call
TeleService
Install Base
CS7039 CS7039
CS7040 CS7040
CS7042 CS7042
CS7044
Appropriate Appropriate
yes
Enter Enter
Identify Identify
Verify Verify
Service Service
Solution Solution
Potential Potential
Resolve Resolve
Entitlement Entitlement
Found? Found?
Request Request
Solution Solution
Service Service
Request Request
•Review customer warranty
information
•Determine the level and type of
service available to the customer
•Create Service Request
•Assign SR to Resource
• Auto-create task
• Check for duplicate SR
•Search Knowledge Base
•ID Solution
no
Apply the solution or perform
the requested service
CS7043 CS7043
• Close the service request
Escalate Escalate
• Audit SR
Install Base
Service Service
Request Request
• Escalate open SR
• Notify Service Rep
TeleService
CS7047CS7047 CS7047
CS7035
yes
Additional Additional
Maintain Maintain
Create Create
Parts Parts
Customer Invoice to Receipt
Product Trade-In to Order
Knowledge Knowledge
Charge Charge
Required? Required?
Repository Repository
Order Order
•Describe the solution
no
•Update Knowledge Base
with solution
•Process Charges for
Service (if no entitlement)
• Publish note to customer
• Close SR
Enterprise Roles
Service Request to Order
Customer Service Representative
TeleService
Customer Service Manager

Copyright © 2005, Oracle Corporation. All rights reserved.

Slide 1 February 14, 2005 Release 11i.10 Slide 1
Slide 1
February 14, 2005
Release 11i.10
Slide 1