Teleservice

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Brb going for a quick swim in my street 60 > Talk:Oracle Projects > Teleservice

1 Functional Overview
2 Case Studies
3 Best Practices
4 UPK scripts
5 White Papers

Functional Overview

Teleservice provides comprehensive functionality to provide service to the customer by the Enterprise. When the customer calls the service, a service request is created. This service request captures the customer data, his/her issue and the product for which he/she has the issue for etc... The service request will then be assigned to an employee resource. The customer entitlement from a service contract will be checked based on the customer details and product details. This will determine the service level and charges to be applied for the service. The service request may be just for a clarification in which case the Knowledge Base is searched and the request will be resolved. Or the sevice request may involve some work which can be scheduled and tracked using tasks. Or the the service request may involve Depot Repair or Field Service process in which case the service request will be transfered to the Depot Repair or Field Service. At the end of the serivce request proccess depending on the customer entitlement, the charge orders will be created.