1. Oracle CRM for Tier II How to View your SR
BUPERS-074
10 August 2018

2. Access Oracle CRM
Open Internet Explorer & copy/paste the following link:
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3. View Your Service Requests
Enter username and password
Click “Login”
Click the expand button for “NPC Call Center Agent”
Click on “Universal Work Queue”

4. View Your Service Requests
Check “I accept…” and run the program for Oracle Application
If prompted select (Run with the latest version)

5. View Your Service Requests
When the Java application opens you will see the Universal work queue
Selecting My Service Request will give you a list of your current service requests

6. View Your Service Requests
Selecting Group Owned will give a general list of tickets that are currently active in your group

7. View Your Service Requests
The window for Service Requests will open

8. View Your Service Requests
To change the Owner of the group click on the owner box and select the three dial button.
In the new box input a % sign then press enter. This will bring up a list of the entire agent group.
Last Name, First Name

9. View Your Service Requests
If you want to assign a specific person, click on that person. Otherwise, assign your group