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

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

3. Create a Service Request
Fill in form with information

4. 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)

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

6. 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

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

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

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

10. 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 notification
The Problem Summary is a brief description of the SR and the KMA # if one was used

11. 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)

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

13. 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

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

15. Download Attachment
To download attachment click on attachment icon at top

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

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

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

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