Oracle’s JD Edwards EnterpriseOne Case Management

Resolve Any Issue With the Right Information

Oracle's JD Edwards EnterpriseOne Case Management gives your customer service agents instant access to all of the customer information needed to resolve any issue —including billing, sales and service orders, service requests, entitlements, recent interactions, and even suggested products to cross-sell and up-sell.

  • The Case Management module captures the details of customers’ issues, provides a process to track cases from creation to resolution and create rules to automatically assign cases to the appropriate resources.

  • The Case Management module captures the details of customers’ issues, provides a process to track cases from creation to resolution and create rules to automatically assign cases to the appropriate resources.

  • The Related Actions application allows you to create and manage other types of transactions related to a case. The additional transactions include sales orders, quotes, scripts, service work orders, equipment work orders, leads, and returned material authorizations (RMAs).

  • UX One Service Agent Manager Page – Improve customer case activities through greater visibility.

  • UX One Service Operations Manager Page – Improve your service operations through greater visibility.

JD Edwards EnterpriseOne Case Management
  • Rules-based alerts and escalation can be set up to meet customer service policies and contract terms.
  • Multilanguage support allows you to support customers worldwide.
  • Access to sales and service means contacts can be easily converted to a service or sales order.
  • Call routing and workflow features let you route calls based on product, customer level, geography, or other parameters and build in automatic e-mails or alerts for follow-up or escalation.
  • Integrated with JD Edwards EnterpriseOne Solution Advisor and JD Edwards EnterpriseOne Branch Scripting.
  • Multichannel capabilities allow you to receive and manage customer interactions across all channels, including voice, Web, fax, and e-mail.


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