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1
FYI:
New Portal with same DocID

Schedule Archive
before
740966.1 740964.1

Generic Advisor
Webcast Note now

740966.1
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 TeleService - Contact Center: Overview
Upcoming live webcasts and recent recordings:
Day, Date, 2004
time p.m. ET Access:
Teleconference February 13, 2013: EBS ATG AD Utilities Overview & Troubleshooting US
US & Canada: 888-259-4812 February 13, 2013: How To Perform Standard Purchase Order Receiving
Teleconference Access:
North America: xxxx Using MSCA Mobile
Toll Number: 706-679-4880
International: xxxx February 13, 2013: Advanced Pricing Free Good & Reprice Adjustment
Password: Advisor Enhancements in Release A9.3
February 13, 2013: Oracle Demantra 7.3.1.4 New Features
Password: AdvisorPG
February 13, 2013: Overview of the Database Service Cloud
Current Advisor Webcast February 13, 2013: Financial Aid Regulatory 2013-2014 Release 2 (9.0
Schedule and Archived Bundle #28)
Download DOC#740966.1 February 14, 2013: Using Exadatas Diagnostic Tool: Diagnostic Assistant
February 14, 2013: Introduction to Service Parts Planning (SPP)
February 19, 2013: Data Guard: Overview and Usage of the Data Guard
Broker
February 20, 2013: EnterpriseOne EDI Overview
February 20, 2013: Setup and Use of Event GMD ERES Formula Status
Change Approval in OPM-E Records
February 21, 2013: JD Edwards World: Direct Ship A9.3
February 21, 2013: The Latest & Greatest eAM Product Enhancements
February 22, 2013: WEB ADI Presentation
February 26, 2013: RIB Retail Integration Hospital Administration Tool
(RIHA) Installation and Usage

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 Safe Harbor Statement

The following is intended to outline our general

product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decision. The
development, release, and timing of any features
or functionality described for Oracles products
remains at the sole discretion of Oracle.

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 <Insert Picture Here>

TeleService - Contact Center: Overview

Marcela Bologna
Principal Technical Support Engineer
 Agenda

TeleService Overview
Contact Center: Overview and UI
Contact Center: Main Components
Integrations:
Common Application Components
Service Suite
Other E-Business Suite Applications
Create Customer and Create Contact Windows
Service Request Tab
Other Tabs
Q&A

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TeleService - Overview

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Contact Center Overview

Contact Center allows an Agent to:

Create Customers and Contacts
Create Accounts and Addresses
Compose and send e-mails to customers and customer contacts
with one click

Key Features include:

Dashboard
Service Requests Tab
Creation of Notes, Tasks
Access Customer information such as Orders, Invoices without
having to switch responsibilities

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Contact Center UI
(Resp) Service
(Nav) Customer Management > Contact Center

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Contact Center Main Components

Contact Center Header

Displays information about Customer (Organization or Person) and related
Contacts.
Allows to send emails directly to Customers or Contacts. E-mail functionality
in the Contact Center is provided through the Oracle Email Center.
Create / Edit Customer and Contact buttons
Allow agents to create new Customers or Contacts or to update existing
information.
Dashboard
Allows to display customer information summaries (Customer Profiles) as
soon as the form is opened.
The View Details option allows to visualize information for the Customer or
the Contact. (i.e. Dashboard is refreshed when switching between options).
Service Requests
The Service Request tab is also known as Quick Service Request.
By clicking the Details button, Agents have access to the main Service
Request.

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Contact Center Header

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Contact Center Create Customer Window

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Contact Center Edit Contact Window

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Contact Center Dashboard Tab

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Contact Center Interactions Tab

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Contact Center Notes Tab

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Contact Center Tasks Tab

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Contact Center Service Request Tab

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Contact Center Contracts Tab

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Contact Center Installed Base Tab

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 Integration with Installed Base

1. Query a Customer or Search by any of the options for Items.

2. Navigate to the Installed Base tab.

3. Select an Item Instance and click the Details button.

4. This will open the Item Instance Details page showing all the details for the selected Item.

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Contact Center Invoices Tab

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 Integration with Collections Invoices

1. Query a
Customer or
Search by
Invoice Number.

2. Navigate to the
Invoices tab.

3. When clicking
on Invoice
Number, main
information is
displayed on the
right.

4. Click in
Transactions
button to open
the Transaction
Details form
(IEXINDTL.fmb)

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Contact Center Orders Tab

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 Integration with Order Management
1. Query a Customer
or Search by
Order Number.

2. Navigate to the
Orders tab.

3. This tab has 4

subtabs with
details for each
Order.

4. Click in Details
button. This will
open the Order in
the main Sales
Orders form
(OEXOETEL.fmb)

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Contact Center Collateral Tab

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Contact Center Addresses Tab

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Contact Center Contact Points Tab

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Contact Center Accounts Tab

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Contact Center Party Information Tab

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Contact Center Relationships Tab

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Contact Center Forms / Tables

Main Forms and Libraries:

File Type Location

Forms: $AU_TOP/forms/US
. CSCCCCRC.fmb - fmx $CSC_TOP/forms/US
. CSXSRTAB.fmb - fmx $CS_TOP/forms/US
Forms Library:
. CSCCCCRC.pld $AU_TOP/resource
. CSSRTAB.pld

FYI
Each tab in the Contact Center corresponds to a function.
i.e. Contracts tab => CSCSFOKS.

The seeded Service responsibility maps all the functions shown in this
presentation and permits access.

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 <Insert Picture Here>

Additional Resources

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Additional Resources

Documentation:
Oracle TeleService Implementation and User Guide
Release 12.1 Part No. E13496-05

Notes:
Note 1383999.1: 12.1.3+ / 12.2.0 Contact Center Profile Option Reference

Oracle Communities Service

https://communities.oracle.com/portal/server.pt/community/service/297

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 Avoid the unexpected
Are You Ready Dont leave value on the table
To Get Lower overall organizational costs through preventative
Proactive? maintenance
Reduce risks and maximize uptime
Achieve resolution faster

Discover more about Get Proactive Streamline and simplify your daily operations
https://support.oracle.com/CSP/main/article?cmd=show Get even more through connection
&type=ATT&id=1385165.1:DISCOVER

ACT Get Proactive

Access proactive capabilities available for your products
by visiting the product pages at My Oracle Support;
Article ID 432.1

Contact the Get Proactive team

today for help getting started
get-proactive_ww@oracle.com

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 THANK YOU

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