- Revision History
- Overview
- Feature Summary
- B2B Service Center
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- Service Request Management
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- Send Notifications to All Members of a Specified Queue
- View and Manage Relationships Between Service Requests
- Make all Profile Option Changes for Inbound and Outbound Email in a Single UI
- Import Service Categories Using Import Management
- Create Relationships from Action Plan Actions
- Create Service Requests With Severity as Null
- Open Common Records from Recent Items as Dynamic Tabs in Workspace and Dynamic Tab Enabled Work Areas
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- Service Request Management
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 13 MAY 2022 |
Case Management |
Create a Case Using an Intelligent Advisor Interview |
Removed feature from update 22B. |
| 13 MAY 2022 |
Service Analytics |
Case Management Analytics |
Removed feature from update 22B. |
| 18 MAR 2022 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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Make all Profile Option Changes for Inbound and Outbound Email in a Single UI |
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Send Notifications to All Members of a Specified Queue
You can send defined notifications to all members of a specified queue so that they can effectively monitor the queue for open items. Queue members can then identify when there are items that they can take action on.
Organizations who want their agents to monitor queues they are associated to can use this feature so that agents know when there is new work in the queue that requires attention. Agents can then assign open items to themselves when they have the capacity. Queue notifications reduce the need for agents to manually check each queue they are associated to in order to see whether there is new work
Steps to Enable
Follow these steps to enable notifications to all members:
- Set the profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS. This option is disabled by default.
- Select All members of a queue as the recipient on the notifications preference manager page.
Tips And Considerations
You should only enable this option if your queues have a small number of participants. If your organization's queues have many members, enabling notifications to all of them could affect application performance.
Key Resources
- See the "Configure Notifications" chapter in the Implementing B2B Service guide.
Role Information
To enable this feature, Administration privileges are required.
View and Manage Relationships Between Service Requests
Use this feature to view and manage business-driven relationships between service requests and leverage these relationships to make easy updates across your service requests.
Relationships can enhance the efficiency of your agents and improve your service request resolution outcomes. Using related service requests you can more easily track related issues to ensure all details of a service situation are resolved.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- See the "Service Requests" chapter in the Using B2B Service guide and the "Action Plans" chapter in the Implementing B2B Service guide.
Role Information
Service Agent
Make all Profile Option Changes for Inbound and Outbound Email in a Single UI
You can make changes to all the email-related profile options on one setup page. This saves the time and effort of searching for and updating each profile option individually.
Instead of using the Manage Administrator Profile Options task to search for each profile option used by the email process, you can make all the necessary changes on a single page.
Steps to Enable
- Navigate to the Service Offering in Setup and Maintenance.
- Select the Communication Channels functional area.
- Select the Manage Email Profile Options task.
- A new browser tab opens, where you can edit all the profile options related to emails.
Key Resources
- See the "Email Channels" chapter in the Implementing B2B Service guide.
Role Information
Sales Administrator or Customer Relationship Management Application Administrator
Import Service Categories Using Import Management
You can import service categories using the Import Management method. You can also export service categories using Export Management.
If you have extended the category object by adding custom fields, you can now import categories with the custom fields using standard Import.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
You can use Import Management under the Tools submenu to import categories.
Key Resources
- See the “Import Your Data” chapter in the Understanding Import and Export Management for CX Sales and B2B Service guide.
Role Information
Customer Relationship Management Application Administrator or Sales Administrator
Create Relationships from Action Plan Actions
Action Plan administrators can now specify an exact Relationship for every Action Plan Action that results in the creation of a service request or a case.
Defaulting the types of Relationships enhances the efficiency of your agents and improves data consistency when creating related Service Request and Cases.
Steps to Enable
Once Relationships are enabled for your site, an Action Plan Administrators can add a specific Relationship to any Action Plan Action definition in Setup and Maintenance.
Key Resources
- "Action Plans" chapter in the Implementing B2B Service guide.
Role Information
This feature can be quickly enabled by any authorized Action Plan Administrator.
Create Service Requests With Severity as Null
You can create a service request with severity as null. The severity field on the service request doesn't require a default value.
If you want your service agents to set the severity of the service request after reviewing the SR details, you can set the default severity to null.
Steps to Enable
- Navigate to Manage Service Request Profile Options task in Setup and Maintenance.
- Search for the SVC_SR_DEFAULT_SEVERITY_CD profile option.
- Set the profile option value to blank.
Key Resources
- See the "Profile Options, Lookups, and Scheduled Processes for Service Requests" chapter in the Implementing B2B Service guide.
Role Information
Customer Service Application Administrator or Sales Administrator
Open Common Records from Recent Items as Dynamic Tabs in Workspace and Dynamic Tab Enabled Work Areas
In dynamic tab enabled workspaces, including Workspace and the Service Request and Work Order work areas, you can open recent items using local navigation. When you open a recent item such as Accounts or Contacts from one of these pages, that object's record opens as an additional dynamic tab on that page. Recent items no longer navigate to the object's list page or open in a dialog box. You won't lose the display of existing records that are already open in dynamic tabs.
Users of dynamic enabled work spaces will be able to retain any records that are currently open in those work spaces while using the Recent Items functionality. These dynamic enabled work spaces enable users to interact with multiple records simultaneously through top level dynamic tabs to save time accessing related information about a service interaction. Users can easily keep the work area organized while handling multiple interactions and seamlessly switching contexts between interactions.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Not applicable.
Key Resources
- For more information on the appropriate privileges that need to be granted to non-service users who want to use the dynamic tab functionality, see the "Adaptive Search and Workspace UI" chapter in the Implementing Sales guide.
Role Information
- Service users can automatically open recent items as dynamic tabs in Workspace and Dynamic Tab enabled work areas.
- Non-service users who want to use the dynamic tabs functionality will need additional privileges granted to their roles.