New! EBS CRM Service Request Templating Online

In an effort to improve the user experience changes have been made to Service Request (SR) creation process using My Oracle Support (MOS). This change is now online for several high-use CRM products. We aimed to streamline the process by reducing the number of questions, making subsequent questions conditional on previous responses, reducing lists of problem categories, and recommending key documents/evidence which should be supplied to help the Support engineer progress the issue. The process is now divided into three steps:

  • Problem - prompts for a summary of the issue, and what steps have to be performed to re-produce the issue
  • More Information - users will see the biggest change, as they select the ‘Problem Type’, which then presents a series of suggested attachments to upload
  • Severity/Contact - section records who to contact, by what means, and the degree of urgency for the issue.
  • The products included are:

    · 	Incentive Compensation
    ·   	Trade Management
    ·    	Site Hub
    ·  	Incentive Compensation Analytics for Oracle Data Integrator
    · 	TeleService
    ·    	Install Base
    ·  	Quoting
    ·    	Sales
    ·     	Field Service
    ·      	Service Contracts
    

Comments:

Can the "...several high-use CRM products" be specified by name ?

Posted by guest on June 08, 2012 at 04:48 PM EDT #

Sure, the products are:

· Incentive Compensation

· Trade Management

· Site Hub

· Incentive Compensation Analytics for Oracle Data Integrator

· TeleService

· Install Base

· Quoting

· Sales

· Field Service

· Service Contracts

Posted by Chris on June 08, 2012 at 05:00 PM EDT #

Post a Comment:
  • HTML Syntax: NOT allowed
About

Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

Stay Connected

Twitter

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
5
6
12
13
17
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today