Managing Queues - Oracle Help Center

Oracle
Engagement Cloud
Using Service
Release 13 (update 17D)
Oracle Engagement Cloud
Using Service
Release 13 (update 17D)
Part Number E89295-02
Copyright © 2011-2017, Oracle and/or its affiliates. All rights reserved.
Author: Joseph Kolb
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Oracle Engagement Cloud
Using Service
Contents
Preface
1
i
About This Guide
Audience and Scope
Related Guides
2
1
................................................................................................................................................ 1
......................................................................................................................................................... 1
Working With Service Requests
Creating and Editing a Service Request
Viewing Service Request Details
................................................................................................................ 16
.......................................................................................................................................... 19
Managing Service Requests on Mobile
Service Reports and Analytics
3
.................................................................................................................... 3
............................................................................................................................. 14
Inserting Knowledge in Service Requests
Using Productivity Tools
................................................................................................................... 21
................................................................................................................................ 22
Working with Queues
Managing Queues: Procedure
27
................................................................................................................................. 27
Adding Resources and Resource Teams to a Queue
Queues Dashboard: Explained
4
............................................................................................ 33
....................................................................................................................................................................... 33
Handling Notifications
Using Chat
35
.............................................................................................................................................................. 35
Handling CTI Notifications
....................................................................................................................................... 35
Setting Agent Availability and Presence
5
............................................................................................. 29
................................................................................................................................ 29
Reassigning and Rerouting of Interactions: Procedure
FAQs
3
Managing Work Orders
.................................................................................................................. 36
39
Creating a Work Order: Procedure
......................................................................................................................... 39
Updating a Work Order: Procedure
........................................................................................................................ 40
Rescheduling a Work Order: Procedure
Canceling a Work Order: Procedure
.................................................................................................................. 40
....................................................................................................................... 41
Oracle Engagement Cloud
Using Service
Oracle Engagement Cloud
Preface
Using Service
Preface
This preface introduces information sources that can help you use the application.
Oracle Applications Help
Use help icons
to access help in the application. If you don't see any help icons on your page, click the Show Help
icon
in the global header. Not all pages have help icons. You can also access Oracle Applications Help at https://
fusionhelp.oracle.com.
Using Applications Help
Watch: This video tutorial shows you how to find help and use help features.
You can also read Using Applications Help.
Additional Resources
• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partner
community, and other users.
• Guides and Videos: Go to the Oracle Help Center to find guides and videos.
• Training: Take courses on Oracle Cloud from Oracle University .
Conventions
The following table explains the text conventions used in this guide.
Convention
Meaning
boldface
Boldface type indicates user interface elements, navigation paths, or values you enter or select.
monospace
Monospace type indicates file, folder, and directory names, code examples, commands, and URLs.
>
Greater than symbol separates elements in a navigation path.
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Access to Oracle Support
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Preface
Comments and Suggestions
Please give us feedback about Oracle Applications Help and guides! You can send e-mail to:
oracle_fusion_applications_help_ww_grp@oracle.com.
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1
About This Guide
About This Guide
Audience and Scope
This guide is intended for users who are involved in creating and managing service requests. The activities in this guide
are only available if the implementation tasks for Oracle Engagement Cloud are complete. To set up and work with the
additional features of Oracle Engagement Cloud, see Oracle Sales Cloud documentation on Oracle Help Center at https://
docs.oracle.com.
Related Guides
To understand more about the information covered in this guide, you can refer to the list of guides in the following table.
Guide
Description
Using Knowledge in Engagement Cloud
Describes how administrators, agents, authors, and other knowledge base contributors can
implement and use Knowledge in Engagement Cloud.
Oracle Applications Cloud Using
Common Features
Provides an overview of the application functionality that is common across the applications
Oracle Sales Cloud Using Analytics and
Reports
Contains information about supplied reports and analytics, as well as how to create your own
reports.
Oracle Sales Cloud Using Customer
Contracts
Contains information to help end users who are charged with creating and managing customer
contracts.
Oracle Sales Cloud Using Customer
Data Management
Contains information to help end users manage customer information and customer data quality.
Oracle Sales Cloud Using Incentive
Compensation
Contains information about administering and maintaining sales compensation and payment plans.
Oracle Sales Cloud Using Leads
Contains information to help sales end users who are charged with creating leads and managing the
various aspects of leads.
Oracle Sales Cloud Using Sales
Contains information to help sales managers, sales people, and other sales end users when using
Oracle Sales Cloud to perform their day-to-day tasks.
Related Topics
• Oracle Help Center
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About This Guide
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2
Chapter 2
Working With Service Requests
Working With Service Requests
Creating and Editing a Service Request
Managing Service Requests: Overview
Service request management involves the following tasks:
• Capturing Service Requests (SRs)
• Organizing and assigning SRs
• Managing the life cycle of an SR
You can capture new SRs in the following ways:
• User data entry
• APIs
• File import
You can organize and assign SRs as follows:
• Assign SRs to queues either manually or using the Assignment Manager.
• Assign SRs to team members through the Assign To field in the SR page.
An SR typically moves through the statuses: New, Waiting, In Progress, Resolved, and Closed. You must know the following
about an SR life cycle:
• You must have sufficient privileges to update the SR status. You can reopen a closed SR only if you have the Update
privilege.
• Whenever the SR status is set to Resolved, the Resolved Date will be set to the current date.
• If you move an SR from the Resolved status to any status other than Closed, then you must set the Resolved Date
to blank.
• If you move an SR that isn't in Resolved status to Closed status, then set the Resolved Date to the current date.
• If you move an SR from the Resolved status to any type other than Closed, then set the reopen date to the current
date.
You can review the milestones on an SR and get notifications when you reach, complete, or pass a milestone.
Note: You can modify the SR statuses according to your requirements if you have sufficient privileges.
Service Request List Management: Explained
You can perform the following tasks from the Service Requests page:
• Finding SRs: Use the Find search box to retrieve service requests by their reference numbers. You can save your
search.
• Use the List drop-down list as described in the following table.
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Task
Action
Viewing all SRs
Select All Open Service Requests.
Listing all SRs assigned to you and not
closed yet (This view is the default.)
Select My Open Service Requests.
Viewing SRs that you created and in
open status
Select Open Service Requests Created By Me.
Viewing SRs assigned to a queue that
includes you as a member
Select Open Service Requests Not Assigned to a Queue.
Viewing SRs assigned to a team that
includes you as a member
Select Open Service Requests Where I Am on the Team.
Manage columns in the list to show
only the details that you want to see.
Select Columns in the View drop-down list and select the columns you want. To add more
columns, select Manage Columns in the Columns list.
Create your own SR lists
Creating your own searches
Doing an advanced search
Select Create or Edit Lists in the List drop-down list. Use the advanced search form to add,
edit, or remove the criteria to display SRs.
Select Create or Edit Lists.
Click the Show Advanced Search button. For more information about the procedure to do an
advanced search, see Doing an Advanced Search in this topic.
• You can perform a mass update of the SR fields using the Update option in the Actions menu as described in the
section Performing a Mass Update in this topic.
• Use the Create Service Request option to create an SR. For more information about creating an SR, see Creating
and Editing a Service Request: Procedure.
• Use the View button to modify the columns and search results that you see on your list management screen.
Doing an Advanced Search
Advanced search lets you narrow down your search by entering more specific search criteria. For example, if you want to see
all the open SRs that are assigned to your subordinates and that are in progress, do the following:
1.
2.
3.
4.
5.
6.
7.
Click the Show Advanced Search button.
Select All Open Service Requests in the Saved Search field.
For the Record Set, select Equals and Assigned to my subordinates.
For the Status, select Equals and In Progress.
Optionally, click Add to add more search criteria.
Optionally, click Save to save the search for future use.
Click Search to see the search results.
Performing Mass Updates on Service Requests
The following procedure describes how to perform a mass update on the service request list.
1. Select Update.
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2.
3.
4.
5.
6.
Chapter 2
Working With Service Requests
Select the SRs you want to update. To select multiple SRs, hold down the Ctrl key and select each SR.
The Update button shows the number of SRs selected.
Click Update to view the Update Service Requests dialog box.
Select a field to be updated from the drop-down list and a value for the update.
Click Submit to assign the queue to all the selected SRs.
Creating and Editing SR Lists
You can create or edit your own lists that you would like to see when you open the Service Requests screen. For example,
you can create a list specific to SRs from only those accounts where you are listed as a team member.
The following procedure describes how to create or edit your SR list.
1. On the Service Requests screen, select Create or Edit Lists in the List drop-down list.
2. In the Advanced Search panel, select the saved search that you want to use for the list.
3. Select the attributes and values that you want to see in your list. To add more attributes, click Add and select the
attributes that you want to set for the list search. You can reorder the order of these attributes by clicking Reorder.
4. Click Search to view the results.
5. Click Save to save the list and search values for the list.
Creating and Editing a Service Request
Video
Watch: This video tutorial shows you how to create and edit service requests. The content of this video is also covered in text
topics.
Procedure
You can edit or create a service request (SR):
• From the Navigator menu. To do this, select the Service Requests menu from the Navigator page, and on the
Service Requests list page, click an existing SR to edit, or click Create Service Request to create a new SR.
• From the Edit Account or Edit Contact page, by clicking the Service Request menu option from the left panel.
The Service Requests page opens with a list of SRs that are associated with the account or contact. Click on a
service request to edit, or click Create Service Request to create a new SR.
If you open a new service request page from an existing account or contact, these fields are automatically populated
in the Create Service Request page.
To create service requests for partner accounts, see the topic Creating and Editing Service Requests for Partners.
Note: To change a create or edit service request page from a modal window to a dynamic tab, click Actions
and then select Switch to Service Request Workspace.
Creating or editing an SR involves the following steps:
• Entering the summary information: The summary information contains details of what the service request is
about, such as the customer account, primary contacts, SR description, and so on.
• Viewing Interaction History: The interaction history tab gives details about the various interactions an agent has had
for a service request. It displays details on who called whom, through what communication channel, what were his
top interactions, and with what customer.
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• Composing messages: View, create, and send messages and notes on the SR using this tab.
• Adding contacts: Add customer contacts to the SR.
• Adding team members: Add team members who can view and work on the SR.
• Creating activities: Create activities such as appointments, tasks, and log calls with the customer.
• Accessing Oracle Social Network: Use the Oracle Social Network to collaborate with other resources in the team on
the SR.
• Viewing linked articles: View related knowledge articles that can help resolve the SR.
• Viewing Service Request Milestones: View the service milestones for the SR.
• Managing Work Orders: Manage your work orders to facilitate resolution of the SRs.
• Viewing Audit History: View the audit history for the service request based.
You can view SR details such as account, contacts, and assets in dynamic tabs within the SR details screen itself. These
dynamic tabs let you toggle between the field details and the SR details on the same screen. In addition to the tabs, you can
take action on the SR from the Actions menu on the Edit Service Request screen. The following table lists and describes
the actions available in the Actions menu.
Actions
Description
Assign to Me
Assigns the SR to you.
Copy
Creates a new SR with the same details as the current SR.
Delete
Deletes the SR.
Forward
Forwards the SR to another user in the application.
Internal Note
Creates an internal note on the SR in the Messages tab.
Response
Creates a response message in the Messages tab.
Get Link
Copies the link to the SR. You can paste this link in your messages or use it to access the SR
directly on the browser.
Run Queue Assignment
Assigns the SR to a queue immediately.
Update Service Request Milestones
Updates and refreshes the SR milestones.
Launch Co-Browse
Launches a co-browse session with the customer. The co-browse feature enables you to see the
customer's screen and what they are working on. This feature is available only if it is configured by
your administrator.
Using Co-browse
Co-browse provides the ability to have the same view as the customer, and review their issue. The co-browse functionality
must be enabled with both the customer portal and Engagement Cloud.
1. From the Edit Service Request page, click Actions and select Launch Co-browse.
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After you launch the co-browse functionality from the Service workspace, instruct the customer to launch the
request live assistance functionality from the website that they are on. This request by the customer generates a
security code which they can share with you. By providing this code to you, the customer is verbally allowing you to
view their screen.
2. Enter your first and last name and the code provided by the customer in the new console window that opens.
3. Click Connect.
Entering Service Request Summary Details
Enter the required information for all the fields along with a detailed description of the SR (the problem description, symptoms,
and additional information) in the Problem Description area. While some of the fields are self-explanatory, the following table
lists and describes the fields required in the summary information.
Field
Description
Account
Select the account associated with the service request.
Primary Contact
Select the primary contact for the account that you selected. To save the SR, the account and the
primary contact you select must be related to each other.
Depending on your selection, the following occurs:
•
•
•
If you select an account, then only contacts of that account are listed for search.
If you do not select an account, then all contacts are available for search.
If you attempt to change an account after selecting a primary contact, a message is
displayed confirming the deletion of the invalid contacts associated with the service request.
If you select Yes, the contacts associated with the account are deleted.
Severity
Select the SR severity.
Critical
Select this option to include the service request in the reporting metrics about critical SRs. It does
not affect the service request resolution.
Category
Select an SR category.
Product
Select the product group or product that is associated with the SR.
Queue
Select a queue to which the SR is assigned.
Assigned To
Select the resource that owns the service request and appears as the primary member of the SR
team.
This field is available only to users with the Service Request Troubleshooter duty role, Service
Request Power User duty role, and Service Request Channel User duty role. The field is not
available to users with Contributor role, such as sales representative.
Channel Type
Select a channel through which the SR is sent to the customer support. You can select Email,
Phone, or Web channel.
Status
You must have the Status Update privilege to change the SR status.
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Field
Description
Problem Description
The problem description contains details of the problem that you are creating the SR for. You can
use a SmartText entry here.
Attachment
Add an attachment to the SR by selecting a file type, browsing, and uploading an attachment to the
SR. If the category field is available, select Miscellaneous category for attachments that you want
to share with the customer or select Internal category for attachments that you want to share only
within then team.
Note: If you are using only your keyboard to enter the details on the Summary page, to select the value in the
Category and Product fields, do the following:
1. Press tab key until you get to the Product or Category field.
2. Press ALT + Down arrow key to open the list options.
3. Press SHIFT + Tab key to select the Search link and press ENTER.
4. On the Select: Product or the Select: Category window, press Tab to get to the hierarchy that has
the product you want to select.
5. After you select the product or category, press SHIFT + Tab to move out of the table.
6. Press the Down arrow key to highlight the record that you want to select.
7. Press SHIFT + ALT + K to select OK. The product or category is added to the field.
If you have an Asset field enabled on the Summary details, you can associate the required asset from the drop-down list.
Assets are specific instances of products that your customers have purchased. They typically have a serial number, date of
purchase, date of install, and so on.
If you select an account for the SR, then you can select an asset for that account, using the Asset drop-down list. If you do
not select an account but associate a contact with the SR, then you can pick an asset for the contact. If you do not select an
account or a contact, you are not allowed to select an asset.
When you start creating an SR, the Create Service Request page displays three buttons: Save and Continue, Save and
Close, and Cancel; once you enter a title and save the SR, or open an SR for editing, the page also displays the Actions
menu. The following table lists and describes the available actions in the Actions menu.
Option
Action
Assign to Me
Select this option to assign the SR to yourself.
Copy
Select this option to make a copy of the SR and to create an SR.
Delete
Select this option to delete an SR. This option is available only to administrators.
Forward
Select this option to forward the SR to another user of the application.
Run Queue Assignment
Select this option to assign a queue to the SR.
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Adding Contacts to a Service Request
You can add one or more contacts to the service request. The contacts added to a service request can view and update the
service request.
The following procedure describes how to add a contact to the SR.
1. Click the Contacts subtab.
2. Click the Add Contacts button.
3. If relevant contacts exist in the database, then enter the search criteria, and select one or more contacts to associate
with the SR. Click Apply to add them to the list of contacts.
4. If relevant contacts do not exist in the database yet, click Add Contact and then click Create Contact. For more
information about creating a contact, see Oracle Sales Cloud Using Sales Guide.
5. After adding the required contacts, click OK to return to the SR page.
Note: You can make one of the contacts the primary contact by clicking the contact under Primary. You can
change the primary contact by clicking a different contact under Primary, but you cannot delete a primary
contact. The Delete option is disabled for the primary contact.
Note: For social service requests, the application tries to identify a contact from the social handle of the post
author. If you associate a social SR with a primary contact, the Create Contact Point dialog box is displayed. If
you click Create, the social handle of the post author is added as a contact point of the primary contact. Once
a social contact point exists for a contact, all SRs created for social posts from that user are associated with a
primary contact.
Adding Team Members to a Service Request
The Team tab on the Edit Service Requests page lists the members of the team that are working on the SR. The
Assigned column is checked for the user who is currently assigned the SR. You can view, add, and remove team members
to the team list. You cannot remove the user who is currently assigned to the SR.
The following procedure describes how to add team members to an SR.
1.
2.
3.
4.
5.
On the Team tab, click Add Team Members.
On the Add Team Members page, search for the user that you want to add.
Select one or more users that you want to add from the Search Results section.
Click Apply to add the users to the team.
Click OK to close the Add Team Members page.
After you add users to the team, you can assign the SR to a specific user by selecting the Assigned To column for the user.
Creating Activities in a Service Request
Keep track of things that you plan to do for the SR in the Activities tab. You can create a task, an appointment, or log a call
that you have already completed as a part of the solution for the service request.
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You can create and maintain the following activities from the Activities tab in the Edit Service Request page:
• Tasks are to-do items assigned to people or groups, and also used to record completed customer interactions that
were not scheduled in your calendar as appointments.
• Appointments are calendar events (for example, a meeting with another person, or a scheduled phone call).
• Log a call to record a brief summary of a call that was made for the SR. Calls can be created from an appointment,
a task, or standalone from the Activity list page. When created from a task or appointment, all pertinent data is autopopulated onto the call report.
For more information about creating activities, see Maintaining Calendar and Activities in the Oracle Sales Cloud
documentation.
Related Topics
• Activities: Explained
• Maintaining Calendar and Activities
Composing Messages in a Service Request
You can compose and send messages to customers or team members using the Messages tab on the Edit Service
Request page.
The following table describes the type of messages you can create for an SR.
Message Type
Description
Customer Entry
Customer entries capture the information that the customers provide to explain their service problem
or question. Depending on the input channel, this information is written directly by the customer, or
transcribed by the agent while interacting with the customer.
Forward
You can forward a customer response or query to any other user of the application through web,
email, or phone, depending on the type of the SR.
While forwarding an Email type of an SR, the agent can select a mailbox or an email channel to
which the message must be sent, by using the Channel drop-down list. An agent can select the
recipients of the message using the To, CC, or BCC drop-down lists.
Internal Note
Response
SR owners can use internal notes to communicate with other team members who have access to
the SR.
You can compose a response message to communicate with the SR contacts. You can send the
response to the contact in an email template, or post it to another channel through an application
programming interface (API).
While composing a response an agent can select the mailbox or the channel by using the Channel
drop-down list.
All the social posts display the customer's social media profile picture. On clicking, the social profile icon for the customer
displays the number of followers on the social network for that profile. If your social post message on an SR is public, you can
only respond with a public message. If the incoming social post from the user is private, you can only send a private response
to the user. However, if you have both a public and private social post from the user, you can choose whether to respond
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with a public or a private post. For posts that require character limit to be enforced, you can use application composer and
add a groovy script to validate the maximum number of characters in your response.
Note: For social posts where a social channel response is disabled, you can change the channel type to email
in your response message, as the channel type social is disabled.
When you compose a new message, you can use SmartText entries and knowledge articles in your message text, and
add attachments as part of the message. You can also sort your messages by channel and message type. The following
procedure describes how to compose a message.
1. On the Messages tab, select Compose and select the type of message that you want to create.
A new message form opens.
2. Depending on the message type that you choose, select the Channel Type, Channel, and select the recipient for
the message.
◦
◦
◦
◦
For a customer entry, select the customer contact for whom you are creating this message.
For forwarding a message, select the recipient of the message in the To field. You can also add recipients in
the carbon copy and blind carbon copy fields for the forward.
For creating an internal note, you are not required to add recipients.
For creating a response, select the channel type and channel.
3. Click the Manage Attachments icon or click Select from Service Request to add an attachment to the
message. You can attach a file or a URL to your messages and enter a title and description for the attachment. To
attach more than one item, click Add to add a new row in the Attachments dialog.
Attachments are not supported if you are responded through a social channel.
4. Enter the content of the message. You can use rich text formatting in your message content, except for social
channel responses. Images and icons are currently not allowed for social responses.
5. To insert a SmartText entry, click the SmartText icon. You can either look up relevant entries by keyword, or open
the SmartText panel to view all available entries.
6. Click Insert Knowledge to insert relevant knowledge articles into the message text.
Inserting knowledge article links is not supported for responses using the social channel.
7. If the channel type is Email, click Preview Email to preview the message. Preview displays the To, CC, and Replyto values along with attachments, if any. If the administrator has defined email templates in the application, then
preview displays the composed message in the defined format. If no template is defined, preview displays only the
message as composed by you.
8. Click Send or Post to send the message.
If sending an email response fails, you can open the failed response, edit the message if required, and resend the message.
Creating Service Requests for Partners: Explained
You can create service requests to capture and resolve issues reported by your partner accounts. This procedure assumes
that you have implemented the partner service request process using the standard roles: partner sales representative,
customer service representative, and channel account manager.
A partner SR has the following limitations:
• You can't add partner resources to the SR Team.
• You can't assign the SR to a partner resource.
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• You can't use a single SR to communicate to both a customer and a partner.
To create a partner SR, you can do one of the following:
• Select Service Requests from the Navigator menu. On the Service Requests list page, click Create Service
Request.
• On the Partner Overview page, select Service Requests, and click Create Service Request on the Service
Requests tab.
Creating and editing a service request for a partner contains the following steps:
• Entering summary information
• (Optional) Composing messages
• (Optional) Adding contacts
• (Optional) Creating a team
• (Optional) Creating activities
• (Optional) Viewing linked articles
• Viewing milestones
Note: External resources (partner sales representatives or partner contacts) can only view the Summary and
Messages tab. Access to all other SR subtabs is provided only to the internal resources (customer service
representative or channel account manager) who work on the SR.
Entering Summary Information
The summary details for your service request capture the basic information required for the service teams to understand
the problem. The administrator must configure the layout of this form to include partner-specific fields. For more information
about this configuration, see Setting up Partner Service Requests.
While some of the fields are self-explanatory, the following table lists and describes the fields in the summary information
section.
Field
Description
Product
Select the product group or product associated with the SR.
Partner Account
For a partner user, the Partner Account field is set by default to the account that the user
represents. If this field is not already set, select a partner from the list. This field is mandatory.
Primary Contact
When you associate a partner account with the SR, the Primary Contact field is the partner contact
associated with the partner account.
If this field isn't automatically set, then search and select a partner contact.
Note: Don't create a new partner contact from the search dialog box. To create a
new partner contact, go to the Partner Administration user interface.
Severity
Indicates the severity of the problem.
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Field
Description
Critical
Select this option to include the service request in the reporting metric about critical SRs. It doesn't
affect the service request resolution.
Status
Indicates whether the SR status is new, in progress, resolved, or waiting. When you create a new
SR, the status is set to New. When editing an SR, you can change the status only if you have the
Status Update privilege assigned to your role.
Problem Description
Enter a description for the problem.
When you start creating an SR, the Create Service Request page displays three buttons: Save and Continue, Save and
Close, and Cancel; once you enter a title and save the SR, or open an SR for editing, the page also displays the Actions
menu. The following table describes the actions provided on the create and edit SR screens.
Action
Description
Assign to Me
Select this option to assign the SR to yourself.
Copy
Select this option to create a copy of this partner SR to create a new SR.
Delete
Select this option to delete a partner SR. This option is available only to administrators.
Forward
Select this option to forward the partner SR to any other user of the application.
Run Queue Assignment
Select this option to immediately assign the SR to a queue.
Composing Messages
Click the Messages subtab open and view the messages in an SR.
You can send and receive attachments with the primary contact in the Customer Entry and Response messages. The partner
contact can include an attachment with a Customer Entry message, and that attachment is visible to the internal resource.
The internal resource can also share an attachment with the partner contact, by including the attachment in her Response
message.
Note: The Customer Entry and Response messages are read-only for external partner roles.
The following table describes the types of messages that you can compose for an SR.
Message Type
Description
Customer Entry
In a partner SR, the Partner Account is the customer. Customer entries capture the information
that the customers provide to explain their service problem or question. Depending on the input
channel, this information might be written directly by the customer, or transcribed by the agent while
interacting with the customer.
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Message Type
Forward
Working With Service Requests
Description
You can forward a note to any other user of the application through one of the two following
options:
•
•
Send an e-mail notification.
Post a note to the SR message history.
Internal Note
SR owners can use internal notes to communicate with other team members who have access to
the SR. A partner user can't create internal notes.
Response
You can compose a response message to communicate with the SR contacts. You can send the
response to the contact in an e-mail template, or post it to another channel through an Application
Programming Interface (API).
Creating Contacts
You must create a partner contact only from the Partners Administration user interface. Don't create a partner contact
from the Create Service Request page. For more information about creating a contact, see Oracle Sales Cloud
Implementing Sales Guide.
Creating a Team
This subtab is available only to users with the View Service Request Team permission. To create the SR team, do the
following.
1. On the Edit Service Request page, click the Team subtab.
2. In the Team Members subtab, click Add Team Members.
3. Search for and add team members to the team.
Creating Activities
This subtab is available only to the internal resources with the View Service Request Team permissions. Click the Activities
subtab to create an appointment, create a task, or log a call from the Activities page. For more information about activities,
see Oracle Sales Cloud Implementing Sales Guide.
Viewing Linked Articles
Click the Linked Articles subtab to view the knowledge articles that are linked to the SR. Linked articles are visible only if the
administrator has configured and enabled the Knowledge feature. To view the linked articles, you must have the permissions
to view knowledge within a service request.
Viewing Milestones
The Milestone subtab on the Edit Service Request page lists all the milestones with the due dates and warning thresholds.
You can filter list to show the milestones you want to view. A red alert icon on the milestone indicates that it is past its
due date. A yellow warning icon on the milestone indicates that it is approaching its due date. Click the milestone to view
more information. A green icon indicates that the milestone was successfully completed. The milestone details display the
thresholds set for the milestone and the current status of the milestone.
You can view the milestones in the table view or in the timeline view. The table view displays the completed and upcoming
milestones in a table. The timeline view displays all the milestones in a timeline graph. Use the slider on the timeline to view
the milestones by hours, days, weeks, or months. Milestones are updated and refreshed automatically. To refresh the
milestone details manually, click Actions and select Update Service Request Milestone Configuration.
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Viewing Service Request Details
Viewing Interaction History for the Service Request
On the Edit Service Request page, click the Interaction History tab to view all interactions that are recorded for the
service request. This tab displays the total number of interactions, the most-used channels and contacts, that were involved
in the interactions.
You can filter the interactions by channel, contacts, resource, creation date, and direction of the interaction. The Interaction
History tab also contains real-time analyses about the interactions for the SR. The following table lists and describes the
analyses that are displayed in the tiles in the Interactions History subtab.
Analyses
Interactions
Description
Provides an overview of the interactions volume for the SR. This tile displays the following
information:
•
•
Total number of interactions that have happened for that SR.
Number of interactions over the last 10 days.
Top Channels
Shows which are the most used channels for interactions on the SR. This tile displays the number of
interactions from the 3 most used channels.
Top Contacts
Shows the contacts that have been interacting the most on the SR. This tile displays the names of
the 3 team users who have the most interactions, with the number of interactions from each.
You can view interactions that are linked to a service request, lead, and opportunity. These are indicated in the Reference
Type column.
Viewing Audit History for a Service Request
The Audit History tab on the Edit Service Request page displays the audit reports for the service request. You can filter
the audit reports by date, user, and events.
You can export the audit report from the Audit History tab to excel. The following procedure describes how to access an
audit report.
1.
2.
3.
4.
5.
In the Audit History tab, select the date range for which you want the report.
Enter the other search details if required, such as user name and, event type.
Click Search.
In the Search Results, select the report you want by clicking on the appropriate row.
Click Actions and select Export to Excel.
You can save your search criteria by clicking Save in the Search section.
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Using Oracle Social Network to Collaborate with Other Resources
Click the Social icon to collaborate on Oracle Social Network with other resources regarding the SR through conversations
and sharing documents. You can start a new conversation or click the menu to select one of the options such as mark a
conversation or create a user group.
Note: To allow access to the Oracle Social Network, the application administrator must enable the service
request object sharing on the Oracle Social Network. The administrator can enable this object sharing through
the Manage Oracle Social Network Objects in the setup tasks.
When you create an SR, on clicking the Social tab, you see the Share button that you must click to make it available on
Oracle Social Network.
If you open an SR that is shared to Oracle Social Network by another user, on clicking the Social tab, you see the Join
button. Click this button to join the conversation. Once you Join, the existing conversations become visible. When an SR is
shared, updates about the SR are displayed on the conversation wall.
To start a new Oracle Social Network conversation about the SR, proceed as follows: open Oracle Social Network and
click New Conversation. On the Create New Conversation dialog box, enter a conversation name and add the required
members to it, and click OK. The new conversation appears in the list of conversations. For more information about using
Oracle Social Network, see the Oracle Cloud Using Oracle Social Network guide.
Related Topics
• Adding Oracle Social Network in Oracle Sales Cloud: Overview
• Managing Oracle Social Network Objects: Explained
Viewing Milestones for Service Requests
When you create a service request, the related milestones are applied automatically based on the service entitlements
assigned to the customer. Milestones indicate significant events in your service request resolution process and are based
on the service level agreements defined for your business. These milestones help you identify your compliance with these
agreements.
The Milestone tab on the Edit Service Request page lists all the milestones with the due dates and warning thresholds.
You can filter list to show the milestones you want to view. A red alert icon on the milestone indicates that it is past its
due date. A yellow warning icon on the milestone indicates that it is approaching its due date. Click the milestone to view
more information. A green icon indicates that the milestone was successfully completed. The milestone details display the
thresholds set for the milestone and the current status of the milestone.
You can view the milestones in the table view or in the timeline view. The table view displays the completed and upcoming
milestones in a table. The timeline view displays all the milestones in a timeline graph. Use the slider on the timeline to view
the milestones by hours, days, weeks, or months. Milestones are updated and refreshed automatically. To refresh the
milestone details manually, click Actions and select Update Service Request Milestone Configuration.
Inserting Knowledge in Service Requests
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Using Knowledge with Service Requests: Explained
You can use Knowledge to help solve service request (SR) issues. While creating or working in an SR, you can quickly and
easily insert relevant knowledge base articles into SR communications and send the information to the customers.
Accessing Knowledge while Creating an SR
You can access Knowledge while creating an SR to help resolve issues quickly and efficiently. While creating an SR, you can
search for relevant knowledge base articles and add them to your Favorite Articles list.
To access knowledge:
1. At any point while you are creating an SR, click the Restore Pane arrow and select the Knowledge tab.
The Search tab appears. The Search field automatically contains the title of the SR. You can also view the Favorite
Articles tab.
2. Click the Search icon to search on the SR title or enter an alternate term. You can select a Locale and Filter By
options to sort the search results. The locale is set to your language and territory preferences.
3. Select an article.
The article window displays the contents of the article.
4. Click Save and Continue to save the SR and continue editing.
5. Click Save and Close to save the SR and close it.
Searching for Articles
If you don't find the article you want in the Recommended Articles section, you can search the knowledge base.
To search for additional articles:
1. Expand the Search area in the Knowledge tab.
2. Enter the search term and click the Search icon.
Viewing Article Contents
To view the contents of an article:
1. Open an article.
The article title window displays the contents of the article such as publishing status, relevant products and
categories, and other information.
Related Topics
• Adding a Favorite Article: Explained
Inserting Knowledge into SR Messages: Explained
You can insert Knowledge articles as text into SR messages to resolve issues efficiently. You can add article contents to an
SR directly from the Knowledge tab or from the Article Details window, or manually using the Insert Knowledge option in
the Compose message pane within an SR.
Adding Articles as Text to SR from the Knowledge Tab and Article Details Window
You can add articles to SR from the Knowledge pane and from the Article Details window.
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Note: You cannot insert knowledge as text from the Knowledge pane, if the article is:
• Unpublished
• Not accessible
To add knowledge as text:
1. Open an SR in edit mode and click the Restore Pane arrow.
The Recommended Articles tab lists the articles based on the title of the SR. You can also locate an article from
the Search tab or select an article from the Favorite Articles list.
2. Click the Insert knowledge article as text in a message icon from the list in the Knowledge pane or on the Article
Details window.
The article is linked to the SR and is added as text in the Compose: Response pane in the Messages tab.
Note: You can add multiple articles as text to the Compose: Response tab.
3. (Optional) Select the appropriate Channel Type and add a personalized message if necessary.
4. Click Save as Draft to save the message as draft
5. Click Send to communicate the message through the appropriate channel.
The list of sent messages appear with the latest message on the top. You can also click Cancel to close the
message without sending.
Manually Inserting Knowledge into SR Messages
You can manually insert linked articles into an SR to send the article contents to the recipients. If you want to send an article
that is not in the Linked Articles list, you must first link the article to the SR and save it.
To insert articles into SR messages:
1. Open an SR in Edit mode and click the Messages tab.
2. Select the message type that you want to send from the Compose drop-down list.
The Compose: message type pane opens.
3. Click Insert Knowledge.
The Insert Knowledge window opens and the articles that are linked to the SR appear.
Note: If you have linked an article and want to insert it in the message, you need to save the SR first.
4. Click the Insert as Text icon and then click Done.
The article is added as text to the SR message.
5. Edit the article text if needed.
6. Send the message, or click Save to Draft.
Linking Articles
To link an article to SR:
1. In edit mode, access Knowledge by clicking the Restore Pane arrow, then select the Knowledge tab.
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The Recommended Articles tab lists the articles based on the title of the SR and the product listed in the SR (if
applicable). You can remove the product filter by clicking the check mark icon for the products listed in the tab.
2. Click the Link icon in the Knowledge tab to select the article you want to link to the SR.
3. After linking articles, click Save to save the SR.
You must save the SR after you have linked an article, or it will not appear when you try to insert the article into an
SR message.
Viewing Linked Articles
To view articles that are linked to SR:
1. Click the Linked Articles tab in the SR.
The Linked Articles window displays all articles linked to the SR.
Click the Delete icon to remove a linked article from an SR.
Using Productivity Tools
Using Keyboard Shortcuts
Keyboard shortcuts enable you to operate button access buttons and actions using keyboard keys. These shortcuts keys
are defined by your administrator. To view the keyboard shortcuts available, on the Service home page, click Actions and
select Show Keyboard Shortcuts. You can also access the shortcuts from the keyboard using CTRL+ALT+H.
The button access keys relocate the cursor or selection focus to specific, frequently-used, interface components, and
execute the action on the screen. The Action command keys enable you to execute actions directly using keyboard
shortcuts.
Button Access Keys
The usage of keyboard shortcuts for button access keys depends on the browser that you use. The following table lists the
combinations you can use for the supported browsers.
Browser
Operating System
Key Combination
Action
Google Chrome
Linux
ALT + Key
Click
Google Chrome
Mac OS X
CONTROL + OPTION + Key
Click
Google Chrome
Windows
ALT + Key
Click
Mozilla Firefox
Linux
ALT + SHIFT + Key
Click
Mozilla Firefox
Mac OS X
CONTROL + Key
Click
Mozilla Firefox
Windows
ALT + SHIFT + Key
Click
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Browser
Operating System
Key Combination
Action
Microsoft Internet Explorer 7
Windows
ALT + Key
Set focus
Microsoft Internet Explorer 8
Windows
ALT + Key
Clear or set focus
Microsoft Internet Explorer 11
Windows
ALT + Key
Clear or set focus
Apple Safari
Windows
ALT + Key
Click
Apple Safari
Mac OS X
CONTROL + OPTION + Key
Click
Note: To select the value in the Category and Product fields on the SR Summary page using only keyboard
keys, do the following:
1. Press tab key until you get to the Product or Category field.
2. Press ALT + Down arrow key to open the list options.
3. Press SHIFT + Tab key to select the Search link and press ENTER.
4. On the Select: Product or the Select: Category window, press Tab to get to the hierarchy that has
the product that you want to select.
5. After you select the product or category, press SHIFT + Tab to move out of the table.
6. Press the Down arrow key to highlight the record that you want to select.
7. Press SHIFT + ALT + K to select OK. The product or category is added to the field.
Actions
The keyboard shortcut combination, ALT+CONTROL+Key, can be used for all actions on the user interface. This combination
is applicable to both Windows and Mac OS X operating systems. Here, Key is the keyboard key defined for that particular
action. The shortcuts are listed in the Actions drop down list for each action on every page.
Using SmartText in Service Requests
A SmartText entry is a reusable fragment of text that you can insert in messages and fields. As a user, you can create private
SmartText entries or use the available shared SmartText entries in your service requests. You can access the SmartText tab
by clicking the icon to open the right-hand panel.
A SmartText entry can contain system variables and user-defined variables. System variables are created by administrators
and cannot be edited or deleted. You can create, edit and delete variables for your private set of SmartText entries. To view
the list of available variables, click SmartText and select Manage SmartText. Click the Variables tab on the Manage
SmartText screen.
To create a variable, click New on the Variables tab in the Manage SmartText page. A new row is added to the variables
table. Enter the name of the variable and select the substitution type. The substitution type defines what happens when a
user chooses to enter the variable. You can select from the following substitutions:
•
Prompt:
Select this substitution type when you want to be prompted to select a value when the variable is inserted.
When using an entry with a Prompt substitution, you are prompted to select and enter the value of the variable in the
field. For example, you create a prompt type variable for a Bug number. When the SmartText entry containing this
variable is used, you are prompted to enter the bug number in the text where the field requires a value.
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•
Eval:
•
Value:
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Select this substitution type to automatically evaluate and substitute the value of the variable in the text. For
example, you assign Service Request as the object, and primary Contact as the attribute in the variable and insert
this variable in your SmartText entry. When this SmartText entry is used, the primary contact listed for the service
request is automatically substituted for the variable in the text field.
Select this substitution type when you want a particular value to be inserted as the variable. For example, you
create a variable for My Name and insert the value as your name. When the SmartText entry containing this variable
is used, the value is automatically substituted as the name value you add in the variable.
To edit a variable, select the variable and update as required. To delete a variable, select the variable and click Delete
Selected Variable.
You can use rich text in your SmartText entry by enabling HTML. However, you can use entries with rich text only in the fields
that are enabled to accept HTML.
Creating a Private SmartText Entry
You can create a SmartText entry for your own use. This SmartText entry is only visible to you and is saved in the Private
folder.
To create a SmartText entry, do the following.
1. Click New SmartText on the SmartText tab.
2. On the New SmartText page, enter the following details:
◦
◦
◦
◦
◦
Title of the SmartText entry.
The text that you want to insert.
To insert a variable in the text, enter the name of the variable in the text field and select Insert Variable.
Select Use HTML to use rich text formatting in your SmartText entry.
Click Save as Personal to save the SmartText entry.
3. Click Save.
View and manage all your SmartText entries from the Manage SmartText page. On the Manage SmartText page, you can
add, clone, and delete your private set SmartText entries.
Using a SmartText entry in your Service Request
To insert a SmartText entry, you can click the SmartText icon in the text field. Type in the keyword for the SmartText entry
that you would like to insert and select from the results to insert the entry. Alternatively, you can open the SmartText tab on
the SmartText panel to view all the available entries. Browse for the appropriate entry in the public and personal SmartText
list, and click the selected entry to insert it.
Managing Service Requests on Mobile
Managing Service Requests on Mobile
As a service representative, service manager, or a partner user, you can manage service requests (SRs) in your Oracle CX
Cloud Mobile application. SRs are supported on iOS and Android devices.
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To access your SRs, tap the menu icon on your Oracle CX Cloud Mobile application. Then tap Service Requests in the
navigation pane. The SRs list view displays a list of all open SRs. You can do the following in the SRs list view:
• Search, filter, and sort SRs. When you search for SRs, you can only view the ones that you have access to. For
example, if you search for an SR to which you do not have viewing privileges, it does not show in the search results.
If you are a partner user, you can only view the partner SRs that are associated with your partner account.
• Swipe an SR from the list for quick edit options.
• Tap an SR from the list and view the details for the SR. In the SR details view, you can do the following:
◦
◦
◦
◦
◦
View and create the SR activities. Tap an appointment or task on the activity timeline to view details.
View details of contacts, team members, and accounts for the SR.
View the messages that are part of the SR.
View the attachments that are part of the SR.
View the next SR.
• Create a new SR. You can do the following when creating an SR:
◦
◦
Select account, primary contact, severity, category, product group, assignee, add problem description to the
SR, and save it.
After you create the SR, tap Edit to add further information to the SR.
A partner user can only create SRs for the associated partner account, and cannot assign an SR to a user.
• Edit an SR. You can do the following when editing an SR:
◦
◦
◦
Edit the fields in an SR, such as change the Assigned To user. A partner user cannot assign or remove users
and team members from an SR.
Add a message to the SR.
Add attachments from the mobile device, and details to a message. You can also download attachments from
messages to the mobile device.
Alternatively, you can also view the open SRs for a specific account or contact. Navigate to the details view of the account or
contact you want to view, and then tap the Service Requests tab.
Related Topics
• Configuring Oracle CX Cloud Mobile: Explained
• Oracle CX Cloud Mobile: Overview
Service Reports and Analytics
Viewing Reports and Analytics: Explained
Oracle Transactional Business Intelligence (OTBI) for Engagement Cloud includes infolets and corresponding detail reports
that show key performance indicators (KPIs) important to customer service representatives and managers. To access the
Service Infolets page, click the toggle on your home page. Click each infolet to navigate to a corresponding detailed report for
additional information.
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Understanding Service Infolets
The following tables list and describe the infolets available to customer service representatives, customer service managers,
help desk agents, and help desk managers.
A customer service representative and help desk agent's Service Infolets page includes reports that are listed and described
in the following table.
Report
Description
My Resolve Time
Shows the average time taken by the user to resolve the service requests that are assigned to the
user, in the last 30 days. In addition, it displays the average time taken by all agents to close the
service requests assigned over the last 30 days. The details compare the user's average time with
the average time taken by all agents together over the last 30 days.
Pending Tasks
Displays the number of pending tasks that are assigned to the user and contains the following
information:
•
•
•
•
Waiting on Customer
Displays an overview of the service requests that are waiting on the customer and contains the
following information:
•
•
•
•
Waiting on Me
Number of service requests in the Waiting status.
Number of service requests that are resolved.
Total number of service requests assigned to the user, that is both resolved and waiting on
the customer.
Total number of critical service requests assigned to the user, that is both resolved and
waiting on the customer.
Displays an overview of the service requests that are waiting on the user. The infolets contains the
following information about the service requests waiting on the user:
•
•
•
•
My SR Compliance
Tasks that are of high priority.
Tasks that are of medium priority.
Tasks that are of low priority.
Tasks that are past their due date.
Number of new service requests.
Number of services requests that are in progress.
Total number of service requests that are awaiting a response from the user and are in
progress.
Total number of unresolved service requests that are assigned the user and are in the critical
status.
Displays an overview of all the milestones and their status on the service requests assigned to the
user. This infolet contains the following information about the service requests milestones for the
user:
•
•
•
•
Number of SRs assigned to the user which have milestones that are nearing their due date.
Number of SRs that are assigned to the user where the milestone due dates have passed.
Number of SRs that are nearing and already have non-compliance issues with milestones.
The number of SRs that have the Critical status.
A customer service manager and help desk manager's Service Infolets page includes the reports that are listed and
described in the following table.
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Report
Description
Agents with Most Pending Service
Requests
Displays the top three agents that have the most pending service requests, and the number of
service requests that are pending. Pending service requests are requests that are in a New or In
progress state, and are pending action by the agent. These do not include the requests that are
waiting on the customer.
Long Wait on Agent
Number of service requests that are waiting on the agent for longer than 24 hours.
Queues by Unassigned Service
Requests
Number of unassigned service requests in each queue. The graph also displays the priority of the
service requests in the queues.
Team Resolve Time
The average resolution time of the service requests resolved in the last 30 days, by any user in the
signed in service manager's team. The time is displayed in number of days, hours and minutes.
Critical Service Requests
The average resolution time of the service requests resolved in the last 30 days, by any user in the
signed in service manager's team.
Team SR Compliance
Displays an overview of all the milestones and their status on the service requests assigned to the
team. This infolet contains the following information about the service requests milestones in the
team:
•
•
•
•
Number of SRs assigned to the team which have milestones that are nearing their due date.
Number of SRs that are assigned to the team where the milestone due dates have passed.
Number of SRs that are nearing and already have non-compliance issues with milestones
and are assigned to the team members.
The number of SRs that have the Critical status.
Understanding OmniChannel Reports
The following tables list and describe the detailed and tile reports that are available to the customer service representatives
and managers, for the OmniChannel queues, agents, and channels.
The following table lists the available detailed reports. To access these reports, click Navigator > Reports and Analytics
> Contents > Browse Catalog. The Oracle Business Intelligence Catalog page is displayed. Then click Shared Folders >
Service > Embedded Content > Customer Service Manager > Dashboards.
Detailed Report
Description
OmniChannel Agent Assignments
Provides a count of the agent work assignments, broken down by channel. Users can filter based
on agent, queue, channel, and time frames.
OmniChannel Agent Output Detail
Provides a breakdown of work assignments, broken down by agent. Users can filter based on
queue, agent, channel, offer acceptance, and time frames.
OmniChannel Assignments
Provides a count of work assignments, broken down by channel. Users can filter based on channel
and time frames.
OmniChannel Output Detail
Provides a list of work assignments, broken down by channel. Users can filter based on queue,
channel, offer, and time frames.
OmniChannel Queue Assignments
Provides a count of work assignments to a queue. Users can filter based on queue, channel, and
time frames.
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Working With Service Requests
Description
OmniChannel Queue Output Detail
Provides a list of work assignments broken down by queue. Users can filter based on queue,
channel, offer, and time frames.
The following table lists the tile reports that are available to the customer service managers, for the OmniChannel queues,
agents, and channels. To access these reports, click Navigator > Reports and Analytics > Contents > Browse Catalog.
The Business Intelligence Catalog page is displayed. Then click Shared Folders > Service > Embedded Content >
Customer Service Manager.
Tile Report
Description
Tile: OmniChannel Agent Assignments
Shows a list of the top five agent assignments by channel type.
Tile: OmniChannel Assignments
Shows a list of the top channel type assignments.
Tile: OmniChannel Queue Assignments
Shows a list of the top five queue assignments by channel type.
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3
Chapter 3
Working with Queues
Working with Queues
Managing Queues: Procedure
A queue is used to group resources based on a specific criteria, such as product skills, language, time zone, or geographical
location. For example, if you have 2 product lines that require specific support skills, you can then create one queue for
product line 1, the other for product line 2, and assign agents to these queues based on their product skills. An agent
however, can redirect the service request to another resource. You can associate work items to a queue through the user
interface or the Assignment Manager rules.
Note: An agent can be assigned to multiple teams and multiple queues at the same time. In such cases where
one agent is associated with multiple queues, routing considers the work priority of individual queues, not across
queues.
Types of Queues
Queues can be of the following types:
• Manual - Work items that have to be manually assigned to an agent by the Service Manager or another agent with
appropriate permission. Agents can also assign work items to themselves.
• Automatic - Work items that are in the queue are automatically assigned to an agent when the agents become
available. The agent availability and the capacity are automatically determined before routing a work item to an
agent. Presence is determined based on if an agent has logged on to the application and availability is determined
based on if an agent ready to accept work orders. Capacity is determined based on the global capacity set by the
administrator. For more information, see Setting Channel Capacity: Procedure.
Work items are assigned to a queue based on the rules that are setup through the Manage Service Assignment
Rules task. For more information, see Set Rules for Queue Assignment: Procedure.
Note: Automatic queues must be used only if you administrator has enabled OmniChannel.
Default Queue
An automatic queue named Default is provided ready-to-use. This queue cannot be modified or deleted. Resources and
recourse teams can be added to the default queue. The Default queue contains work items that do not match any of the
defined assignment rules, and hence, cannot be placed into any other queue.
Creating a Queue
To create a queue, perform the following steps:
1.
2.
3.
4.
5.
Sign in to the home page as a service administrator or service manager.
Click Service object and then click the Queues object.
Click Create Queue.
In the Create Queue page, specify the Name of the queue.
Specify an optional Description.
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6. The Enabled check box is selected by default. This determines that the queue is active and can receive work items.
7. The Distribution options determine if a queue is Manual or Automatic. A queue is Manual by default.
8. Click Save and Close to close the Create Queue dialog box after saving.
OR
9. Click Save and Continue to save the queue without closing the Create Queue dialog box. If you click Save and
Continue, options to add resources and resource teams to the queue are displayed.
Note: During automatic work assignment, if an agent is assigned more than one queue, processing of work
items from one queue does not depend on the processing of work items from the other queues.
Editing a Queue
The following are the implications of editing the properties of an existing queue:
• If an active queue is disabled, the existing unassigned work items in the queue have to be assigned manually. The
name of a disabled queue is no longer displayed for selection in any of the forms or dialog boxes throughout the
interface.
Note: If a disabled queue has associated assignment rules, the Assignment Manager continues to assign
work items to the disabled queue, without assigning an agent, like in a manual queue. Hence, ensure that
you delete the associated assignment rules when you disable a queue.
• If an automatic queue is changed to manual, any new work items of existing work items in the queue are no longer
automatically assigned, but have to be manually assigned. The name of the queue continues to be displayed for
selection.
• If a manual queue is changed to automatic, the existing work items at the time of the change are not routed
automatically. These work items have to be assigned manually. However, any new work items that come into the
queue after the change are automatically routed.
• Changing the name of a queue does not affect the work items that are already in that queue. Assignment Manager
continues to assign work items to the renamed queue, based on the existing assignment rules.
To edit an existing queue, do the following:
1. In the Queues list page, click a queue name.
2. In the Summary: Queue Name page, make the necessary edits.
3. Click Save and Close to close the window after saving, or click Save to save the changes without closing.
Deleting a Queue
You cannot delete a queue if there are open work items associated with the queue. The Delete Queue option in the Actions
menu is disabled if a queue has open work items. Hence, you can delete a queue only if all of the associated work items are
closed.
Note: If you delete a queue that has associated assignment rules, make sure that you delete the assignment
rules as well. If just the queue is deleted, the associated assignment rules continue to run and assign the work
items to the default queue.
To delete a queue, do the following.
1. Open an existing queue.
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2. Click Actions and then click Delete Queue.
Related Topics
• Setting Channel Capacity: Procedure
• Creating a Resource Team: Procedure
• Set Rules for Queue Assignment: Procedure
Adding Resources and Resource Teams to a Queue
Video
Watch: This video tutorial shows you how to assign service requests to queues. The content of this video is also covered in text
topics.
Procedure
A queue is used to group resources based on a specific criteria. Hence, you add resources or a group of resources that
match the criteria to handle the queue. To add resources or resource teams to a queue, do the following:
Sign in to the home page as a service administrator or a service manager. Click Service object and then click Queues object.
To add resources:
1.
2.
3.
4.
5.
Click on the Resources icon.
On the Resources page, click Add Resources.
On the Add Resources page, enter the search criteria and click Search.
Select the resources from the search results.
Click Apply to add the selected resources to the queue and stay on the same page. Click OK to add the resources
and exit the page.
To add resource teams:
1.
2.
3.
4.
5.
Click the Resource Teams icon.
On the Resource Teams page, click Add Resource Teams.
On the Add Resources Teams page, enter the search criteria and click Search.
Select the resource teams from the search results.
Click Apply to add the selected resources to the queue and stay on the same page. Click OK to add the resources
and exit the page.
The resources and the resource teams are added to the queue.
Related Topics
• Creating a Resource Team: Procedure
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Queues Dashboard: Explained
Queues dashboard enables you to view statistical data about all the queues, such as the assignment mode, number of
agents assigned, and interactions that are waiting to be assigned in each queue. You can also drill down a queue and view
information about the pending work items within the queue, and their details. Based on this data, you can analyze and
monitor routing. Using this dashboard, you can also manually move an interaction within a queue to another queue, or assign
the work item to an agent.
Alternatively, a work item can be rerouted automatically based on an assignment rule. If the work item was previously routed
automatically, rerouting with unchanged rules places the work item in the same queue and position as before. If the work was
previously routed manually, re-routing assigns the queue corresponding to automatic rules.
Note: The Queues Dashboard page gets refreshed based on the value you select in the Auto Refresh dropdown list. Queue Dashboard displays only pending interactions. Once work item is assigned to an agent, it is no
longer listed on the Queue Dashboard.
Analyzing Queues
Queues dashboard displays the following information. The Queues table lists statistics about both real-time and non-realtime work items.
Queue Detail
Description
Notes
Name
Indicates the name of the queue
Description
Indicates the queue description text
Enabled
Specifies if a queue is enabled of disabled
Distribution
Specifies if routing is automatic or manual
Created
Indicates the date and time when the queue
was created
Agent
Specifies the number of agents that are
assigned to the queue, individually or as a
part of a resource team
Resource
Indicates the number of resources that are
assigned to the queue
Resource Teams
Indicates the number of resource teams that
are associated with the queue
Click the Name link to open the Summary
tab in the Queue Details window.
Select a value from the Show drop-down list
to display Enabled, Disabled, or All queues.
Click the Resource link to open the
Resources tab in the Queue Details
window
Click the Resource Teams link to open the
Resource Teams tab in the Queue Details
window.
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Queue Detail
Description
Notes
Assigned
Specifies the number of work items that are
assigned to an agent
This value changes based on the option
that is selected from the Time Interval dropdown list. For example, to see the number of
interactions that were assigned in the last 4
hours, select 4 Hours from the Time Interval
drop-down list.
Waiting
Indicates the number of work items that
are currently waiting to be assigned, in the
specified time interval
Received
Specifies the number of work items that
came into the queue in the specified interval
of time
Abandoned
Indicates the number of work items that were
abandoned in the specified interval of time
Real-Time Capacity
Specifies the percentage of the total capacity
that is available to handle real-time work
assignments
Non-Real-Time Capacity
Specifies the percentage of the total capacity
to handle non-real-time work assignments
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the number
of interactions that were received in the
last 8 hours, select 8 Hours from the Time
Interval drop-down list.
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the number
of interactions that were abandoned in the
last 2 hours, select 2 Hours from the Time
Interval drop-down list.
To view detailed information about the work items within a queue, select a queue record. When you select a queue, the
relevant details are displayed in the Channel Summary and Interactions grids.
Channel Summary
The Channel Summary for a queue displays data related to all the real-time work items in the queue. This table lists the
following details.
Channel Detail
Description
Notes
Real-Time Channel
Indicates the type of a real-time channel.
Waiting
Indicates the number of real-time notifications
currently waiting to be assigned
Assigned
Specifies the number of real-time interactions
that were assigned
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the number
of interaction that were assigned in the last 4
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Channel Detail
Working with Queues
Description
Notes
hours, select 4 Hours from the Time Interval
drop-down list.
Average Wait Time
Specifies the average time period for which
a real-time interaction waited in the current
queue before it was assigned to an agent.
Received
Indicates the number of real-time interactions
that were received
Abandoned
Indicates the number of real-time interactions
that were abandoned
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the average
wait time of a real-time interaction in the
last 2 hours, select 2 Hours from the Time
Interval drop-down list.
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the number
of interaction that were received in the last 8
hours, select 8 Hours from the Time Interval
drop-down list.
This value changes based on the option that
is selected from the Time Interval dropdown list. For example, to see the number of
interaction that were abandoned in the last 2
hours, select 2 Hours from the Time Interval
drop-down list.
Interactions
The interactions grid displays details about all of the interactions of the selected queue. However, this grid lists only real-time
interactions by default. To display non-real-time interactions, select the Show Non-real Time option. The Interactions grid
lists the following details.
Interactions Detail
Description
Notes
Interaction
Indicates the date and time when the
interaction was created.
Channel
Specifies the type of communication channel.
Reference ID
Indicates an identifier of the work item that is
associated with the interaction. For example,
SR number.
Customer
Specifies the customer that started the
interaction
Account
Specifies the account of the customer
Wait Time
Indicates the time period for which the
interaction has been waiting in the current
queue.
This value is reset each time an interaction is
assigned to a new queue.
Number of Queues
Indicates the number of queues to which
this interaction has been assigned. When
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Interactions Detail
Working with Queues
Description
Notes
an interaction is moved from one queue to
another, this counter increases by one. For
example, if an interaction was moved to 3
different queues after it was created, the
Number of Queues value is set to 3.
Rules Time
Specifies the time taken to assign the
interaction to the current queue. This value is
displayed in HH:MM:SS.mmm format.
Trace
Displays routing history of the interaction.
Click on the View link to open the Trace List
window.
Reassigning and Rerouting of Interactions: Procedure
You can move an interaction to another queue, assign the interaction to an agent, and also reroute an interaction using the
Queues dashboard. To reassign and reroute an interaction, perform the following procedure.
1.
2.
3.
4.
Sign in to Oracle applications as an administrator.
Navigate to the Queues dashboard.
Select a queue in the dashboard.
In the Interactions table, select an interaction to move, reassign, or reroute.
◦
◦
◦
To move an interaction to another queue, select a queue in the Move To drop-down list and click Move. The
interaction is manually assigned to another queue.
To manually assign the interaction to a specific agent, select an agent from the Assign To drop-down list and
click Assign. Note the following when you manually assign an interaction.
• This assignment is forced. This means that the interaction is assigned to an agent irrespective of the
current capacity of the agent. The agent however, can decline the interaction.
• The agents listed in the Assign To drop-down list include offline agents as well. Hence, an
administrator must confirm presence and availability of an agent before assigning real-time interactions.
To reroute an interaction automatically, click Reroute. The interaction is assigned a queue based on the
assignment rules. For example, if a critical interaction is rerouted and there is an assignment rule that
reassigns all critical interactions to a specific queue, the rerouted interaction is automatically assigned to the
queue for critical interactions.
When an interaction is moved or rerouted, the Wait Time value is reset. You can view the overall age of an interaction by
analyzing the interaction data that displays the date and time when the interaction was first created.
FAQs
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How can I assign a service request to a queue?
You can assign a service request (SR) to a queue in the following ways:
• Open an SR, and from the user interface set the Queue field manually using the queue drop-down list.
• Set up the Assignment Manager rules and create a schedule that runs the rules and automatically assigns a queue
each time an SR is created or updated. For more information, see Configuring Assignment Manager for Service
Requests.
• Open an SR and select Run Queue Assignment from the Actions menu. This step immediately runs the
assignment manager rules.
Note: If the Assignment Manager rules have not been defined or if the selected SR doesn't satisfy any
active rule, then the Queue field is unchanged.
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4
Chapter 4
Handling Notifications
Handling Notifications
Using Chat
Using Chat
The chat feature enables you to interact with customers through chat and help resolve their issues from the chat window.
The chat service is integrated with Digital Customer Service. A customer can initiate a chat from the Digital Customer Service
portal, and the assigned service representative can then respond to the customer using the chat window that opens from the
Engagement Cloud global toolbar.
The global toolbar appears only if you have the privileges assigned to your role. You must set your availability for receiving
chat requests. To do this, follow the procedure below.
1. On the Service Requests List screen, select the chat icon in the global toolbar.
2. On mouse-over, the tool tip displays your availability status for chat. Click the chat icon to change your availability.
Ensure that you enable desktop notifications so that you don't miss chat notifications. When a customer initiates a chat
request, the notification displays on the chat icon, in the toolbar on the Engagement Cloud home screen. If the Engagement
Cloud screen is not active, an HTML notification is also displayed in the task bar on the screen. If the Engagement Cloud
screen is active, the user gets the regular desktop notification. After a representative accepts the chat, the agent can engage
in a conversation with the customer.
Handling CTI Notifications
Handling Call Notifications: Procedure
When an incoming call is detected, the notification goes through the following stages.
1. An agent is notified of an incoming call through a toolbar notification, and if configured, through a notification
message box. If the agent is on another window other than the Oracle applications window, a toast notification is
also sent to the agent.
2. When you accept the call, call controls enable you to put a call on hold, end a call, or transfer the call to another
agent.
3. After you accept a call, if the phone number of the incoming call is registered or if the details provided through the
IVR are recorded in the database, basic customer details are displayed in the Contact Verification page.
4. If the customer details specified by the caller matches with the details on the Contact Verification page, click
Verify and Continue. Else, click Search Again. In the Contact Search page, search for a contact or create a new
contact if the record does not exist. For more information, see Searching for a Contact: Procedure. After a new
records is selected, the Contact Verification page is displayed again with the new record. Verify the record.
5. After verification, screen pop is displayed with the service details of the customer. Add or modify details.
6. After the call ends, the Wrap Up page is displayed, if enabled. Enter the call resolution details on the page and click
Save and Close. If the wrap-up is timed, you must wrap up before the specified time. If the time runs out, you can
specify the wrap-up details in the interaction history of the customer record.
All incoming and outgoing calls are recorded in the interaction history of the customer record.
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Searching for a Contact: Procedure
Computer Telephony Interface (CTI) contact search enables an agent to search for a contact when there is an incoming call.
The contact search enables an agent to do the following:
• Search for the contact record of the caller by specifying a contact attribute, such as a phone number or an e-mail ID.
• Select a contact record from a list of records that are displayed based on a pre-filled caller information, such as a
phone number. This information can be derived from an IVR system.
• Create a new contact if the caller record is not found.
Perform the following steps when there is an incoming call and the contact search is displayed:
1. If data is pre-filled in the contact search and multiple matching records are displayed, select a relevant contact.
2. If there is no single matching record is found, enter details based on the information given by the caller and click
Search. Select a record if any.
3. If there is no record of the caller in the database, click Create Contact to create a new record. Enter details and
click Save and Close.
To save a search, click Save above the Search Results pane. You can run a saved search by selecting the search from the
Saved Searches drop-down list.
Related Topics
• Modifying the Default Contact Search: Procedure
Wrapping up an Interaction: Procedure
At the end of a service call you must wrap up the call by recording the details of the call in a Wrap Up window. The Wrap Up
window is displayed after you end a call.
The wrap up details include, the reasons for the service call, whether or not the issue was resolved, and any interaction
notes that you want to enter. These details enable you to track the progress of a service request and also provide detailed
interaction history.
Perform the following steps in the Wrap Up window.
1.
2.
3.
4.
Specify a Communication Reason by selecting an option from the drop-down list.
Select a Resolution Code to specify what is the type of resolution that was provided.
Specify a Transfer Reason if you transfer the call is to another agent for resolution.
Enter Interaction Notes to detail the issue and resolution provided. You can also document any other details that
need to be mentioned as part of the service interaction record.
5. Click End Wrap Up.
If the Wrap Up window is timed out before you enter all the details, navigate to the relevant service request, open the
Interaction History, select the latest interaction, and complete the wrap up details.
Note: When a call originates from a service request click to dial, or if the screen pop was to a service request,
the wrap up details are stored as service request messages within the relevant service request record.
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Setting Agent Availability and Presence
Setting Presence and Availability: Explained
Once you log on to the application, you must set your presence and availability using the OmniChannel toolbar. Work
assignment is done based on these factors.
Agent availability indicates if you are available to handle an interaction. You can explicitly specify availability for real-time and
non-real-time work items. This means that you can specify if you are available for chat or for SR or for both. Based on the
availability of an agent, work items are assigned. As soon as you log on to the application, you are available for non-real-time
interactions, by default.
Presence indicates if you have logged on to the application and are interacting with the application. Set the presence using
the Settings and Action menu within the Oracle Cloud application. Your status can be Available, Busy, or Offline. You can
toggle between statuses. The following table illustrates the work assignment based on availability and presence.
Accepting Work
Presence
Work Assignment
Non-real-time
Available
SR is routed to the agent
Non-real-time
Busy
SR is routed to the agent and a notification
is displayed. If time-out period is nearing, a
bold notification is displayed. You can click
the notification and accept the assignment.
If you are busy for an extended period of
time, the SR is assigned to another agent.
The availability to receive non-real-time work
is turned off.
Non-real-time
Offline
No new SRs are assigned, but the SRs that
are already assigned are still owned by the
agent.
Real-time
Available
Chat notifications are sent to the agent.
Real-time
Busy
Chat availability is turned off.
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5
Chapter 5
Managing Work Orders
Managing Work Orders
Creating a Work Order: Procedure
To create a work order for a service request:
1.
2.
3.
4.
5.
Open the service request.
Select the Work Order tab.
Click the Create Work Order button.
Select a contact from the list of values.
Enter the relevant information in the Phone, Email, and Address fields.
Phone
The contact's primary phone is automatically populated if the contact has a primary phone. If the contact has
another phone, use Other Phone from the list of values to select an alternate phone.
If needed, you can make changes to the contact's information by clicking the Manage Phone link in the list of values.
Email
The contact's email is automatically populated if the contact has a primary email.
If needed, you can change or add the contact's email by clicking the Manage Email link in the list of values.
Address
The contact's address is automatically populated if the contact has a primary address.
6.
7.
8.
9.
If the physical address where the work is being performed is different than the primary address, use the list of values
to find the physical address. If the address does not exist in the list, you can add it by clicking the Manage Address
link in the list of values.
Select the Time Zone for where the work is being performed.
Select the Work Order Area from the list of values.
Select the Type of Work to be performed from the list of values.
Optionally, enter a time (in minutes) for a Reminder to the customer.
The reminder triggers the service representative to contact the customer to confirm the time the technician is
scheduled to perform the work.
10. Click the Calendar icon in the Requested field. The calendar appears with information based on the work order
type and work order area.
If there is an SLA and you select a time that is outside the resolution due, a warning message appears to let you
know the time is outside the SLA.
11. Select a date and time slot on the calendar for when the work should be completed.
If a resolution due is assigned from the SR, then you are not required to select a time slot. If you select a time slot,
it will override the resolution due. If there is no resolution due from the SR, a time slot is required to save the work
order.
12. Click Select.
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You are taken back to the Create Work Order page.
Notice the Requested field is now populated with the time and date you selected on the calendar.
13. Optionally, enter a Case Note for the technician.
14. Click Save and Close.
A confirmation message appears with the work order number. You can use that work order number for future
searches.
15. Click Refresh on the Work Order page to validate the work is scheduled.
The work order is now created.
Related Topics
• Creating and Editing a Service Request: Procedure
Updating a Work Order: Procedure
To update a work order:
1.
2.
3.
4.
5.
Open the service request.
Select the Work Order tab.
Click the work order number that you want to update.
Update the work order with your changes.
Click Save.
A confirmation message appears showing the change was submitted.
6. Click Refresh to see change confirmation. The work order is in read-only mode until Oracle Field Service Cloud
acknowledges the change. When the change is confirmed, the Edit Work Order page appears with the change
displayed.
7. Click Save and Close.
The work order was successfully changed.
Rescheduling a Work Order: Procedure
To reschedule the date or time for a work order:
1.
2.
3.
4.
5.
6.
7.
8.
Open the service request.
Select the Work Order tab.
Click the number of the work order that you want to reschedule.
Click the link for the Requested Time and Date. You can also click the Calendar icon.
Select a new date and time on the calendar.
Enter a reason for rescheduling the work order.
Click Select.
Click Save.
Integration Cloud Services must now confirm rescheduling.
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9. Click Refresh to see if rescheduling is confirmed. The work order is in read-only mode until Oracle Field Service
Cloud acknowledges the change. Once rescheduling is confirmed, the Edit Work Order page is returned and the
information for Requested and Scheduled match.
Note: Rescheduling failures can be caused by the following:
◦ Rescheduling was rejected by TOA.
◦
Integration Cloud Services didn't connect to TOA. An administrator must manually reschedule the
work order.
10. Click Save and Close.
The work order was successfully rescheduled.
Canceling a Work Order: Procedure
To cancel a work order:
1.
2.
3.
4.
Open the service request.
Click the Work Order tab.
Click the number of the work order that you want to cancel.
Click Cancel Work Order.
A warning message appears letting you know that you cannot reopen canceled work orders.
5. Enter the Cancel Reason.
6. Click Cancel Work Order.
The work order is in read-only mode until Oracle Field Service Cloud acknowledges the cancellation.
A confirmation message appears.
7. Select Show from the list of values. Select Canceled Work Orders. Verify the work order was canceled.
The work order was successfully canceled.
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