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Oracle Modern Best Practice—Service Requests
- Overview
- Sensor Alert
- Customer Sentiment
- Contact to Resolution
- Social Listening
- Request to Dispatch
- Knowledge Management
Service Request to Dispatch
The mobile, social, analytic, internet of things, and big data capabilities built into modern best practices have enabled organizations to improve customer satisfaction when repairs are made. Manage incident status more effectively by monitoring and interacting with your entire enterprise throughout the repair process. Take advantage of the cloud to securely handle repair requests and resolve issues quickly through social media channels. Use the following modern best practice as your roadmap to an optimal customer service experience.
Improved Service Request Processes
- Easily handle service requests through multiple channels
- Support mobile transactions
- Empower agents with role-based dashboards
- Improve agent productivity with drag and drop workflow design on dashboards
Mobile. Social. Internet of Things.Receive Service Request
Manage service requests from all channels (social, email, phone, etc.) for optimal routing and field technician assignments.
Mobile. Analytics. Social.Manage Service Schedule
Set priorities and assign engineers to perform repairs. Create and monitor repair schedules.
Mobile. Social.
Mobile. Analytics.Record Part Usage
Report parts used for the onsite repairs and track the inventory status.
Mobile.Create Service Order
Enter orders for service rendered and settle any service charges.
Mobile. Social. Big Data.Close Service Request
Record customer confirmation.