How to Create a Service Request in Oracle CRM BUPERS-074 10 August 2018

Create a Service Request Click on expand NPC Call Center Agent Click on expand Service Request Click on Create Service Requests

Create a Service Request Fill in form with information

Fill in SR Form Enter member account number (SSN) or name Select the “TAB” key to move the cursor to the next field If customer info populates automatically, then move on to the next block If customer info does not auto populate then you must create customer profile (see Create Customer Profile)

Create Customer Profile Create customer profile by entering information in the customer block that auto populates Then press OK

Fill in SR Form Enter the request type by typing it in and pressing tab or click on the 3 dots on the right of the block and enter % and browse options Customer Type is person

Enter Service Request status (generally Open or Closed) Enter Severity Code

Severity Code is how the request was received (e-mail, chat, phone, etc.)

Fill in SR Form Enter Group you are sending the SR to

Fill in SR Form Enter Owner if you are sending the SR to a specific person in that group Enter Problem Summary-NOTE: This is what the customer sees in their e-mail notification The Problem Summary is a brief description of the SR and the KMA # if one was used

Fill in SR Form The problem code will be specific to that SR (i.e. Request Type is Federal Benefits Branch and the Problem Code may be Dependent Eligibility)

Fill in SR Form Enter Urgency (generally FORAC [For action])

Fill in SR Form Enter the Resolution Code BRT: Business Rule Transfer (if you transferred to another Tier II, Tier I or Tier II) FCR: First Contact Resolution (if you were able to resolve the SR at your level) Enter notes by clicking New

Create a Service Request Save service request by clicking on floppy disc icon

Download Attachment To download attachment click on attachment icon at top

Download Attachment Click on Source tab at the top Enter file for Category and Data type

Download Attachment Click inside File or URL box The following pop-up window will show: Do not click on it yet -leave it open

Download Attachment Another window will open with a file upload Browse and select file and click submit

Download Attachment You will get the following confirmation: Then click Yes on file uploaded successfully Close attachment window 7. Close SR window-Complete