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New Advanced Service Desk Makes Oracle Applications Even Easier for Users

It's a simple idea: when you make it easy for employees to use e-business applications, you also accelerate return on your investment.

Say it's the end of the quarter, and a user has questions about how to close the books using Oracle E-Business Suite On Demand. Instead of waiting to hear back from an in-house Oracle applications expert, she or he can now get those questions answered quickly, using both self-service online tools and a contact center staffed with Oracle product experts, via Oracle's new Advanced Service Desk.

The result: end-users resolve problems rapidly and become more successful at using the applications, so they can concentrate on the business task at hand.

Currently available for Oracle E-Business Suite, Advanced Service Desk will soon also include Oracle's PeopleSoft On Demand and Oracle On Demand for Siebel CRM.

A Customer-Centric Solution
In addition to providing answers to users, Advanced Service Desk also shows the Oracle agent comprehensive information about a customer's specific implementation, from the Oracle software modules being used to enhancements and configurations, so agents understand how the Oracle applications function within the end user's unique business processes.

All that information is captured in a Web-based knowledge repository, so agents can provide quicker diagnoses without a laundry list of repetitive questions. Complete information up front makes resolutions more effective in the short term—and helps avoid ongoing problems over the long term. The repository also supports self-service, helping drive down costs still further.

Specifically, Advanced Service Desk can help users

• Learn to use functionalities within specific modules
• Troubleshoot issues and access solutions through configuration and setup changes
• Resolve issues associated with data consistency
• Understand the potential impact of new features in Oracle E-Business Suite modules on current business flows and processes

In addition, Advanced Service Desk provides administrative support, from account and password management to functional setups and printing administration.

Growing the Value of Your Applications
In short, for a fixed cost, Advanced Service Desk helps Oracle On Demand customers gain the greatest possible value from their software investment, from promoting initial adoption to quickly disseminating new and better resolutions as new features are added and new learning occurs.

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