PeopleSoft Enterprise Support for Customer Self Service
With Oracle's PeopleSoft Enterprise Support for Customer Self Service capabilities, customers are able to solve problems, update account information, and check the status of service requests whenever and wherever they want. At the same time, service organizations are able to reach more customers and increase satisfaction while reducing live-agent intervention and related costs. You can deploy a secure self-service portal that allows customers to choose from Oracle's PeopleSoft solutions, third-party applications, and external content.
Enterprise Support is part of Oracle's PeopleSoft Enterprise Customer Relationship Management family of applications.
Updating account and customer profile information.
Submitting new service requests or checking the status of an existing service request on a 24x7 basis.
Reviewing solutions automatically suggested when a case or chat request is submitted.
Using natural language to search a common knowledge base.
Utilize relevancy and usage scores and a brief excerpt from the solution to quickly determine which solutions to consider.
Use links on every self-service page to quickly obtain assisted service via email or real-time chat.
Review frequently asked questions (FAQs).
Add notes and attach files to a case.
Close resolved cases and, if necessary, reopen them.