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R12 Oracle Service Fundamentals


R12 Oracle Service Fundamentals

Now you can study at home by your self and
get certified.

These set teach you everything you need to know to become an Oracle R12 Certified Professional.

The tests are based directly from the information from these books
R12 Oracle Service Fundamentals

What you will learn
This course is designed to help you set up or modify key Oracle TeleService and service request functionality to fit yourorganization’s business needs. In this course you learn about the different Oracle TeleService interfaces (Oracle Formsand HTML), how to set up service requests to handle a wide variety of customer problems, how to automatically assignthose service requests to the right group or individual for resolution, how to configure reports and automatic notifications,how to prevent agents from logging duplicate requests, how to set up the capture of electronic records and signatures(ERES) and more.

Learn to:

Set up service request types to capture information about a wide variety of business problems
Generate tasks automatically at service request creation
Modify service request reports
Set up fields to capture additional service request information
Assign service requests to groups and individuals
Personalize the user interface

Course Objectives

Understand the different HTML and Oracle Forms interfaces
Create service request types for a wide variety of needs
Learn how to assign service requests and associated tasks to groups and individuals
Set up service request security
Generate tasks automatically at service request creationSet the capture additional service request information
Set up the capture of electronic records and electronic signatures (ERES)
Learn to modify the user interface to hide or expose fields and regions, or to make entry mandatory
Learn how to set up Oracle Knowledge Management
Learn the basics of Charges setups
Learn how to automatically detect potential duplicate service requests

Course Topics

Introduction to Oracle TeleServiceUsing different modules to support different users
Comparing features available in the different modulesService Request Overview and Basic Setups
Setting up required service request fields
Setting up service request types and statuses
Setting up status groups and transitions
Setting up severities and urgencies
Additional Basic Setups
Categorizing customer problems and resolutions with problem and resolution codes
Setting up service request response and resolution deadlines
Defaulting required service request information via system profiles
Setting Up Service Request Security
Setting up standard service request security
Mapping service request types to responsibilities
Using multiple status groups to change service request behavior for different classes of users
Setting Up Work Assignment and Distribution
Setting up service request assignment to groups
Setting up service request assignment to individuals
Setting up service territories
Using load balancing formula to distribute work load evenly among group membersSetting up resource groups
Modifying Service Request Reports
Modifying the service request report template using Oracle XML Publisher
Switching between the detailed and summary template
Setting Up Automatic Notifications
Understanding the notifications process
Understanding the two different notification styles
Modifying the notification templates using Oracle Workflow BuilderSetting up notification rules
Capturing Additional Service Request Information
Understanding the different architectures for capturing additional attributes
Capturing service request attributes in the Oracle Forms interface using the Contact Center extended attributes
Capturing service request attributes in the HTML interfaces using extensible attributes
Tracking Items in Service Requests
Logging service requests against inventory items
Logging service requests against Oracle Installed Base instances
Creating Oracle Installed Base instances manually
Understanding Oracle Installed Base basicsAutomatic Generation of Service Request Tasks
Understanding the two methods of generating tasks
Generating tasks based on entries in Contact Center extended attributes
Generating tasks from task templates based on service request type, problem code, and item

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