CON7740 Oracle E-Business Suite Service Products: Strategy and Roadmap

CON7740 Oracle E-Business Suite Service Products: Strategy and Roadmap
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Program Agenda 1 Overview Enhancements in Release / / Enhancements in Release New Product Introduction: Oracle TeleService Extensions for Oracle Endeca Roadmap 2 3 4 5

EBS Comprehensive Customer Service Solution
Drive Down Costs While Elevating Customer Service Levels Comprehensive Customer Service Solution Self Service Escalation Assisted Service Escalation Onsite Service Integration Integration EBS Comprehensive Customer Service Solution iSupport Knowledge Management Center Remote (M to M) Preventive Maintenance Advanced Inbound CTI Contact Center Service Request Scripting Customer Service Logistics Charges and Billing Field Service Mobile Field Service Advanced Scheduler Spares Management Service Parts Planning Depot Repair Oracle’s comprehensive service solution provides 3 channels of service: Self-Service, Assisted Service and Onsite Service. You can discuss the following points when talking to this slide: The integration story is similar to the EAM story. Integration means easier to implement and maintain over time. If your doing Field Service and/or Depot Repair then Supply Chain functions such as Orders, Logistics, WMS are important to you to run your Service Parts and Repair operations. Again, this somewhat goes back to the integration story but also brings in additional functionality (complex Logistics, Warehouse Management, Mobile Supply Chain) that you would not get with niche and boutique products. Deep functionality in Field Service, Spares Management, Advanced Scheduler, and Mobile Field Service. By working with customers such as the US Marine Corp, NCR, and our own internal Sun implementation, we have spent the past 3 years packing EBS Field Service with functionality. Foundation: Service Contracts, Installed Base, MDM, Tasks, Calendar, Workflow Integration: HR, Financials, Orders, Inventory, WMS, Purchasing

EBS Service Applications Release History
EBS 11i10 2004 EBS 12.0 2007 12.1.1 May 2009 12.1.2 Dec 2009 12.1.3 Aug 2010 Jan 2011 May 2012 12.2/ / Sep 2013 12.2.3 Dec 2013 12.2.4 August 2014 Shorter and Quicker Releases So we are here today to talk about EBS Service Solution. We are continuing to invest in our E-Business Suite Solution, which provides a complete differentiated Service solution with multiple channel support, strong integrated web self-service, strong case management, knowledge-enabled service resolution, and a market leading BI platform to provide Service Analytics Dashboards. We have added over 100 enhancements in the 12.1 releases We continue to be driven by our customers’ demands for features that help them do cost containment and provide better service. We see a continued investment by customers into EBS Service., who leverage the lower TCO of the suite. Partner ecosystems is also expanding with many partners driving implementations across geographies. We have also expanded our relationship with our partners such as Genesys and Syntellect to offer better CTI integration to our customers. Leveraging expertise of global service organizations as development Partners Smaller releases (12.2.2, , ) make it easier to upgrade Over 100 Enhancements

Enhancements in Release 12.2.1/ 12.2.2/ 12.2.3
This slide can also be used as a Q and A slide

Oracle Service Evolution: Enhancements in Release 12. 2. 1/ 12. 2
(12.1.1/12.2.2/ ) 12.2 (12.2.1/ / ) HTML Customer Service User Interface Enhancements (Continued): New Customer Profiles Dashboard region to display 360 Degree View and drill down to transactional details New HTML UWQ for managing non-media related work and associated work management panels for service request and tasks Party Search from Customer Support flavor allows agents to find and review customer details Integration with Scripting for improved call handling Service Request Management Enhancements: Hierarchical View of Instance Configuration details from service request pages Capture and display Customer Interactions and Interaction Activities on Service Request pages Capture/ display of Service Request Additional Attributes using HTML Service Request pages and automatic task Creation based on the values for these attributes Duplicate Checking for Service Requests Complete Contracts Entitlement during service request creation/ update: Automatic entitlement based on selected service request attributes/ Manual Entitlement Enhanced Manual Service Request Assignment during creation New HTML Service Request Audit Report

Oracle Service Evolution: Enhancements in Release / / (Continued) 12.2 (12.2.1/ / ) HTML Customer Service User Interface Enhancements (Continued): Shareable Service Request Saved Searches Honor Service Request Status restrictions Selective Updates to service request directly from Agent Dashboard Better Time Zone Support to view service request dates in Agent, Contact, and Service Request Address time zones Better defaulting of Bill To and Ship To address during request creation (Options to default from Customer/ Instance Address) Service request notifications to all members belonging to service request group Owner Display of more details for Service Request owner such as and Phone Numbers Easy selection of service request contacts by displaying Job and Department information for Service Request Contacts Filter Task Template Groups LOV Based on Task Template Mappings Display of Note Type and Note Visibility fields on Service Request Create Page Center Integration to send outbound messages to communicate with service request contacts Service Costs in Project Accounting (Integration with Oracle Projects): Track and Interface Service costs against a project for proper accounting and reporting; New Cost Details User Interface

Oracle Service Evolution: Enhancements in Release / / (Continued) 12.2 (12.2.1/ / ) Better Service Request Automation based on Status Transition rules: Automatic Task Creation based on Service Request Status Transitions using Task templates Automatic launch of Workflow on Service Request Status Transitions Enhanced Service Charges and Logistics functionality in HTML Service Interface: Access to Parts Search UI to allow better parts/ items search for service logistic operations Definition of default Search Criteria for Part Search UI Manual Selection of warehouse and Shipping method for charge lines enables agents to take advantage of sourcing rules while having the control to manage shipments Display of Item Disposition provides better information to agents Better Knowledge Management Capabilities: Search: Additional Knowledge Search Methods (fuzzy search, synonym search Authoring: New HTML One-page Solution Authoring UI makes solution authoring easy

Oracle Service Evolution: Enhancements in Release / / (Continued) 12.2 (12.2.1/ / ) Better Task Management capabilities: New Task Search UI and Saved Task Searches Enhanced Task List in the Agent Dashboard/ Service Request Update Page to provide access to debrief tasks, enter part requirements, schedule tasks, and view tasks on map Enhanced Service Request Tasks Pages to support: Manual capture of Customer Access Hours and Required Technician Skills for field service tasks Automatic association of Site Access Hours to field service tasks Capture Customer Confirmation Copy Task capability from Task Update Page Options to default Task Planned End Date/Time options by Respond by, Resolve by, or Respond by if null Resolve by less Planned Effort. Option to filter the Task Assignee LOV based on the Type of the Task Owner. Synchronization of Schedule dates with task planned effort Warning on manually scheduling of overlapping Field Service Tasks to the same technician New Task Address field Visibility of various task dates based on Corporate (Server), Agent, Customer, Contact and Incident Time Zones. Restrict Task Updates based on Service Request Status / Task Status

User Experience Innovation
Focus on Solving Business Issues: Information-driven user experience Fast performance, information when needed Enhancing UX for most common business flows Modern & productive user interface Mobile user experience EBS Extensions for Endeca UX Strategy Mobile Applications OAF Enhancements Simplified User Interfaces

Work Panels for Service Requests and Tasks enhance Agent Productivity
Enhancements in Release / / New HTML Universal Work Queue (UWQ) Common Metadata Definition for UWQ Node Display in Forms/ HTML UWQ Work Panels for Service Requests and Tasks enhance Agent Productivity

New Customer Profiles Dashboard Customer Profiles Checks displayed on Create and Update Service Request pages Profile Checks Definable at: Party Level Account level Party Site Level Employee level Drill Down to the actual transaction e.g. a service request transaction Customer Profiles Dashboard displays all the Profile Checks that provide valuable information about the Customer to the agent. This has been effectively used by our existing customers in both the contact center and the service request forms and now this feature is available in the Create and Update SR pages in CS HTML. A new region has been added to the Create SR page that displays all the profile checks associated to the dashboard group tied to the create SR page. We will look into how these associates are setup in later slides. In the Update SR page, the Dashboard can be displayed either as a standalone page or as an embeddable region. The region can be embedded into any one of the existing tab or in a separate Dashboard tab. The only difference between the Dashboard functionality between the SR Form and CS HTML, is that the drill down feature is not available in CS HTML. This is due to technical limitation of the framework and the availability of other product pages in OA.

Improves Call Handling and Agent Productivity
Enhancements in Release / / Guided Scripts from Agent Dashboard Improves Call Handling and Agent Productivity

Service Request Duplicate Checking Duplicate checking is always executed automatically during the creation of a service request. The only exception when duplicate checking is not executed during the create operation is when a new service request that was created from either iSupport or Center is queried up or opened up from the Agent Dashboard. If the service request created from iSupport or center has been updated, duplicate checking will not execute on query. When agents start the SR creation process using any one of the following service identifiers – Instance or Serial Number – the duplicate check logic is executed automatically. If the application finds any duplicates, they are displayed. Agents have an option to Abort the new service request creation and work on an existing duplicate service request or continue creating the new service request. In the Create SR Page dup check logic is executed in two different scenarios: First when agents tab out of either the Instance or the Serial Number fields the dup check logic is automatically executed. The list of duplicates are displayed and agents have the option to either abort or continue with the new service request creation. Second when agents save the service request, the dup check logic is automatically executed. If the application finds any duplicates, they are displayed. Agents have an option to ignore the list of duplicate and continue working on the newly created service request or agents have the option to mark the newly created service request as a duplicate of an existing service request. If agents chooses to mark the newly created service request as a duplicate of an existing service request, the application automatically creates a link between the two service requests. The newly created service request is marked as a duplicate of the existing service request and is closed. The existing service request is then displayed on the Update SR page for the agents to continue working on the existing service request. In the case when agents query up an new service request that was created from iSupport or Center, if any duplicates are found they are displayed to the agents. Similar to the flow of executing duplicate checking on saving a service request, the agent is given an option to either ignore the list of duplicates, in which case the agent can continue working on the iSupport to center service request or if the agents chooses to mark the iSupport service request as a duplicate of an existing service request, the application automatically creates a link between the two service request making the iSupport ticket a duplicate of the existing service request. Let’s take a look at the Process Flows to understand better how and when Duplicate Checking is executed. Duplicate Checking is triggered: When agents enter a value for a service identifier–Item Instance or Serial Number to start the Service Request creation process from Agent Dashboard When agents select a Service Request created in iSupport or Center from the Service Request work queues When agents query up a Service Request created in iSupport or Center When agents tab out of either the Item Instance or Serial Number fields on Service Request Creation Page When agents attempt to save a new Service Request

Visibility into Service Request Customer Interactions across Channels
Enhancements in Release / / Customer Interactions/ Activities on Service Request Pages Service Request Interactions and Activities Visibility into Service Request Customer Interactions across Channels

Complete Contracts Entitlement in HTML Service New Contracts Region on Service Request Page: Automatic Entitlement of service requests by selection of the best entitled Contract Manual Entitlement from All/ Entitled Contracts Currently, the Create and Update SR Pages do display Contracts information as shown in this slide. The existing region displays the Contract # used to entitle the service request, the Coverage, and the Expected Response and Resolution dates. In this release, the full Contracts functionality that exists in the service request form is built in CS HTML. The application automatically fetches all the contracts that can be used to entitle the service request and defaults in the best contract. In addition to this, all the contracts that can be used to entitle the service request is also displayed in the Contract Coverage region. Agents can select another contract from this list in case the one selected by the application is not the correct one. Agents can also manually execute the logic to fetch either all Contracts or only the entitled Contracts anytime during the life cycle of the service request. The following slides provide more details on what is done in CS HTML.

Service Request Additional Attributes and Auto Task Creation A ‘Yes’ answer to this question may automatically create a task to send out an Environment Impact Team for inspection New Region embedded in service request pages allows capture of Service Requests Additional Attributes Automatic Task Creation happens based on the values selected for these attributes

Hierarchical View of Instances Clicking on this button displays the graphical view of the Instance. Given an Instance, agents can now see the related Instance, the parties who are associated to this instance, the owner of this instance, the bill to, ship to parties and so on. This information is helpful to agents. For example if a person reports an issue on an Server – the related instances could be a Directory Server. Also there could be many folks who are using this same server to send and receive s. So making any changes to this Server could potentially affect the related instance which is the Directory Server as well as potentially affect all the folks who are associated to this server. Having this kind of information in a graphical view is helpful to agents to make the right decision before they can go ahead and fix the Server. They can use this information to do a proper impact analysis first and get the proper approvals before making any changes on the Server. This bring us to the end of the presentation slides. We will now move on to see a demo of these new features and how they are implemented and used in the application. Since these are existing features, the setup of these features will not be demonstrated – instead the demo is intended to give participants an idea of what to expect and what to see when using these features in CS HTML. Better Installed Base Visibility from HTML Service

New User Definable Service Request SLA Attributes New SLA Fields (6 dates, 2 duration) added to Service Request Queues on Agent Dashboard, Service Request pages, and Service Request Search Example Dates: Workaround By Date Workaround On Date Restore By Date Restore On Date Internal Resolve By with Suspending Date Customer Agreed Resolve By with Suspending Date Internal Resolve By with Suspending –Duration Customer Agreed Resolve By with Suspending – Duration Service Request Page with New SLA Dates

Better Field Service Integration: Easy Access to Field Service Tasks Information Task state restrictions rules Debrief Tasks Create and Update Access Hours for FS Tasks Create and Update Skills and Parts information for FS Tasks Automatically associate Customer Access/After Hours to a FS Task Enter Customer Confirmation for FS Tasks Implement Tasks longer than a shift functionality Assign Task using the Assignment Manager for non FS tasks Assign Task using the Scheduler UI for FS Tasks Copy Tasks Default Planned End Date on a Task Filter Task Assignee based on the Group Owner of the Task Synchronize schedule dates with task planned effort Show a warning message for overlapping FS tasks Automatically set Actual dates on Task based on task status change Select an address for a task View SR Task dates in different Time Zones Support the Service Request Status Flags Display all Task Audit details in History Tab similar to the SR form Access the most important functionality provided by the SR Task Details form (More button) View tasks in Read Only mode See Tasks on the eLocation map (Nice to Have) Send notifications to non-employee owners (Nice to Have) Send notifications to all individuals in the group assigned to the service request (Nice to Have) Limit task updates when the task status is “Completed” or “Closed” Save and continue in the Update Task Page Show Service Request escalation notes in the History Tab Show the Created on date for tasks on the SR Task Tab and CS HTML Send notifications to all individuals in the group assigned to the service request escalation (Nice to Have) Enhance Task Search Easy Access to Field Service Tasks Information from Agent Dashboard Task Queues and Service Request Details Page

Better Field Service Integration: New Common Service Request Task Pages New Service Request Tasks Pages: Common for all Service and Field Service Applications Handles Field Service and Non-Field Tasks Honors Complete Field Service Rules for Field Service Tasks Key information includes: Debrief Parts Assignment Enhancements to this page: Make page accessible from the Field Service and Customer Support applications Update SR details region. Add Reported Date and Incident Time. Add hyperlinks to the instance and Contract Number fields Expose missing fields: Subject, address, actual dates, actual effort, duration, visibility, task closure flag, parent task Implement Task state restrictions rules Complete the support of Service Request Status flags Ability to debrief non field service tasks Ability to create and Update Skills information for FS Tasks Ability to create and Update Access Hours for FS Tasks Task longer than a shift Task Assignment using the Assignment Manager in HTML Ability to Copy Tasks Default Planned End Date on a Task Ability to filter Task Assignees based on the Group Owner of the Task Synchronize schedule dates with task planned effort Show a warning message for overlapping FS tasks Automatically set Actual dates on Task based on task status change Ability to view SR Task dates in different Time Zones New Tab called “Additional Info”. This tab will have the following regions: Resources, dependencies, and Audit. Parts Tab should be enabled only for field service tasks Add task attachments Call the new Task API validation to disallow task updates New button to show the task address on the eLocation map. Show a new field called Created on date. This field will be hidden out of the box.

Better Field Service Integration: Saved Task Searches Saved Service Request Task Searches improve agent productivity A new page allows agent to search for service request tasks.

Project Accounting for Service Operations Service Costs on Projects WHAT Track Service Costs on Projects HOW Associate Project/ Project Tasks to SRs and tasks Display Project information on all Service and Field Service UIs Transfer project related costs to Project Costing by creating Expenditure records BENEFITS More complete view of project costs executed via service flows Complete Project Costs View Includes Service Work related costs

Project Accounting for Service Operations (Continued) The same fields will be available on the SR Form version also. There are also variations of this UI where the fields are in read-only format. For the sake of time, they are not all included in the presentation. Project Reference during Service Request Creation

Oracle Projects Transaction Import
Enhancements in Release / / Project Accounting for Service Operations (Continued) Service Cost Records Oracle Projects supports integration from other applications through its Transaction Import Interface. Oracle Projects allow other applications such as Oracle iExpense, Oracle Inventory, Oracle Project Manufacturing, Oracle Payables , and even third party applications to push costs into Oracle Projects through its Transaction Import open Interface. All integrating applications must load their data into an interface table provided by Oracle Projects, adhering to certain rules and guidelines. Once that is done, Oracle Projects provides logic to validate the data and then imports the data into Oracle Projects where they can be reported and accounted for properly. Service Concurrent Program pushes Service Cost Records into the Projects Accounting Transaction Interface Table Expenditure Records Created in Projects Accounting linked to Service Cost Records Oracle Projects Transaction Import

New One-Page Solution Authoring Interface Easy Solution Authoring: Easy Entry of Statement Reduced Numbers of steps and clicks Inline Update of Statements while Creating Solutions

Better Automation: Auto Generation of Tasks on Service Request Status Transitions At present, automatic generation of tasks is triggered only on service request creation However, the service providers have a need to defer the automatic task generation until further diagnostics are performed for the issue tracked on the service request. They want the automatic task creation to happen when a service request reaches a certain status. They also need the creation of different tasks during different phases in the service request lifecycle. The introduction of this new feature allows customers to generate tasks for service requests when the service request status transitions from one status to another. Prior to this feature, tasks can only be auto generated during service request creation. Automatic generation of tasks for service requests based on service request status transitions meets these needs of the service providers (e.g. when service request changes from ‘Open’ to ‘Escalated’)

Release Enhancements This slide can also be used as a Q and A slide

Improves Agent Productivity and Customer Satisfaction
Release Enhancements Direct CTI Integration with HTML Service Direct CTI Integration, a client-side Telephony integration approach, allows an organization to directly integrate a desktop UI with any Middleware (Telephony System) without using Advanced Inbound Servers The Advanced Inbound SDK is leveraged to write a connector between the Client UI and the Telephony System New Direct CTI Integration Capability now available for HTML Service pages: Customer enters identifying information of IVR Telephony System routes the call to an agent Agent’s Phone Rings. Screen Pops on Agent Desktop when Agent receives the call Page is pre-populated with IVR parameters entered Agent handles the inbound call and completes the customer interaction Agent can also make outbound Customer calls Direct client-side CTI integration provides a framework for direct integration between the HTML Service Request pages and the soft phones of any middleware vendor. This not only reduces the communication overhead, and consequentially provides faster screen-pop for agents, but also improves scalability of the solution. With this integration , agents can login into a Telephony system and receive customer calls directly on the Customer Support Service Request pages. When a call is routed to an agent, the Update Service request page pops open on the Agent’s desktop. The agent can now see the service request that the customer wants to talk about and is also connected to the Customer on the phone at the same time. Agents can also call a Customer contact from the Update SR page. Note – In this release only the Update SR page is screen pop enabled. Also the IVR Parameter supported is the Service Request Number. Improves Agent Productivity and Customer Satisfaction

Release Enhancements Direct CTI Integration with HTML Service (Continued) Telephony Login/Login region added on Agent Dashboard Page INBOUND Customer Calls Enters IVR Parameter Values This is the process flow when Customers call into the call center. What this slide also shows are the Customer Support pages that are modified for this feature. The process flow is straight forwards. When the Customer Calls into the call center and enters in the IVR parameters, the application routes the call to an available agent. The agent then receives a screen pop with the Customer information displayed. The first screen shot snippets on the right hand side show the Agent Dashboard – Agent Tools region that is modified to allow the agent to log into an extension number of the Telephony system. Also, when a call is routed to this agent, the IVR parameters and its value is displayed. The second screen shot snippet shows the Update service request page displaying a button to allow the agent to end the call with the Customer. This button is displayed only if the agent is on a call with a Customer. Update Service Request Screen pop with End Call Button Agent Phone Rings * IVR Parameter visible on Dashboard Screen Pops Up With Customer Information * Agent already logged into Telephony system

Additional Information
Release Enhancements Direct CTI Integration with HTML Service (Continued) Agent Requires Additional Information Agent Calls Customer From Update SR Page OUTBOUND Agent Working on a Customer Issue Telephone icon to Call Customer from Update Service Request Page This is the process flow when the agent calls a Customer Contact. This slide also shows are the Customer Support pages that are modified for this feature. Like the inbound process flow, the outbound process flow is also simple. When the agent is working on a customer issue – that is a service request – and the agent requires additional information or the agent wants to provide an update to the Customer, the agent can call the Customer Contact directly from the Update service request page. If the service request’s primary contact’s preference is phone – a phone icon appears next to the phone number. Agents can call the Customer contact by clicking this phone icon. Once the call is active – the ‘End Call’ button appears which the agent can click when the call completes. End Call Button on Update Service Request Page

Release Enhancements Integration with Oracle Knowledge (InQuira) Integration to Oracle Knowledge(InQuira) which provides a robust context aware Intent - Natural Language Processing (NLP) Search Full integration with an ability to search and attach solutions to Service requests Agents can use knowledge from Oracle Knowledge (InQuira) in HTML Service, Center, Contact Center Form, Service Request Form, and Field Service Technician Portal Integration through Inquira iConnect Technology

Oracle Knowledge Access from Service Request Form
Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) On the Service Request form, Agents can search for the InQuira based solutions from the Workbench Tab. When the Agent clicks on the Search Knowledge button, the InQuira solutions results page is opened with the service request summary set as context. Along with the summary the application sends additional parameters such as Problem Code, Product Code, and Component Code If the Agent finds a suitable solution he can link it to the service request. Oracle Knowledge Access from Service Request Form

Solution Details Accessed from Service Request Form
Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) When the service request is reviewed later, it will show the details of the solutions attached to it. The attached solutions are displayed in the “Solutions” region of the Workbench tab. The view button will launch the InQuira solution details page for the particular solution The Agent can also unlink the solution. Solution Details Accessed from Service Request Form

Oracle Knowledge Access from Contact Center Form
Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) From the Contact Center form agents can open the InQuira Info-center page from the tools menu. Oracle Knowledge Access from Contact Center Form

Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) They can also search for solutions in the context of a particular service request and link the solution. Oracle Knowledge Access from Contact Center in Context of a Service Request

Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) In Customer Support HTML, a new “Solutions” Tab is displayed when the Inquira Integration is turned on. The Tab has a region to show the attached solutions. It has also another region to search for solutions and link them to the service request. Oracle Knowledge Access from HTML Service in context of a service request

Oracle Knowledge Access from Field Service Tech Portal
Release Enhancements Integration with Oracle Knowledge (InQuira) (Continued) Users of the Oracle field service technician portal can search the InQuira knowledge base directly from the Search Knowledge region in the Dashboard. Oracle Knowledge Access from Field Service Tech Portal

Release Enhancements New Modal Pop-ups for Improved Agent Productivity Using new Modal Pop-ups, agents can quickly create service requests, review notes history for service requests, and update the service requests Invoked from the Universal Work Queue and the Agent Dashboard Configurable through OA Personalization New modal pop-ups have been created to allow agents to quickly create and update service requests and to review service request notes history. They pop-ups can be invoked from the Universal Work Queue and the queues available in the Agent Dashboard page.

Release Enhancements New Modal Pop-ups for Improved Agent Productivity (Continued) This screenshot shows how the new pop-ups are called from the UWQ Access to Modal Pop-ups from HTML UWQ

Release Enhancements New Modal Pop-ups for Improved Agent Productivity (Continued) This screenshot shows how the new pop-ups are called from the Agent Dashboard Access to Modal Pop-ups from Service Requests Queues on Agent Dashboard

Release Enhancements New Modal Pop-ups for Improved Agent Productivity (Continued) New Modal Pop-up to Quickly Create Service Request This is the new pop up to create a service request

Release Enhancements New Modal Pop-ups for Improved Agent Productivity (Continued) New Modal Pop-up to Quickly Update Service Request This is the new pop up to update a service request

Release Enhancements New Modal Pop-ups for Improved Agent Productivity (Continued) New Modal Pop-up to Quickly Review Service Request Notes History New read-only pop-up to review Service Request Notes History.

Release 12.2.4 Enhancements Enhanced Service Request Audit
Audit of Service Request Flex Field values Enhanced Service Request Audit Report displays the captured audit information for Service Request Flex fields The Service Request audit report is enhanced to display the audit information related to the two existing Service Request Flex fields

Release 12.2.4 Enhancements Optimization of Service Request Pages
HTML Service Request Create and Update Pages have been enhanced to improve their usability and look and feel Some of the changes are: New region for the Assignment options Improved the layout of various regions, fields, and buttons displayed New fields to display Credit Hold and Available Credit New fields to enter Sales Order and Business Process Complete Incident Address Logic The HTML service request Create and Update pages have been enhanced to improve their usability and look and feel. The changes include improving the layout of various regions, fields, and buttons displayed on these CS HTML pages, removing extra white space, and creating a new region for the Assignment options

Release Enhancements Optimization of Service Request Pages: Enhanced Service Request History (Log) More information: Additional Task Attributes Flex-fields Escalation Notes New filters for Service Request Notes, Service Request Audit, Knowledge, Interactions, and Tasks/ Service Requests Escalations Notes Security during display The Service Request History Tab now displays the information similar to the Service Request Log and Notes in the Service request form. We show additional information in the History Tab: Additional task attributes, flex fields and Escalation notes The tab also has new filter checkboxes with the following options: All, Service Request Notes, Service Request Audit, Knowledge, Interactions, Tasks, and Service Request Escalations. Finally, the History Tab has been enhanced to uptake the security model already provided by common foundations Notes module. Different subsets of notes for a service request may be accessible to different users based on their privileges as defined by security in Notes Module

Release Enhancements Optimization of Service Request Pages: Complete Service Request Incident Address Logic HTML Service Request pages now support the same behavior for the Incident Customer and the Incident Address fields as it exists in Service Request Form. Profile “Service: Address Filter Options” is now honored. Incident Address LOV on Service Request Pages can be configured to show addresses as per one of these options: All Addresses Customer Sites Only Customer Sites and Related Party Sites Customer Sites and Freestanding Locations Now the HTML Service Request pages support the same behavior for the Incident Customer and the Incident Address fields as it exists in Service Request Form. It is done by honoring the profile “Service: Address Filter Options

Release Enhancements Optimization of Service Request Pages: Update of Service Request Business Process For an incoming issue, the Service Request Type denotes the customer request After issues diagnosis, the service provider can determine the correct Business Process e.g. Customer Service, Field Service, Depot Repair for fulfillment. Service Request Business Process controls the SLA/ fulfillment of a service request The current association of the Service Request Type and Business Process has been decoupled Service Providers can now change the Business process after initial diagnosis without changing the service request On change of the Business process, the service request is automatically re-entitled A new field has been added to the Service Request Pages to capture business process. It defaults from the business process associated to the selected Service Request Type. However, the users can update the business process without changing the Service Request type. If the business process is changed, the service request will be automatically re-entitled by calling the service contracts entitlements API

Release Enhancements Optimization of Service Request Pages: Display of Customer Credit Hold on Service Request Many service providers do not want to provide the customers service if they are on a credit hold Now they can use the Credit Hold Status information of a customer, displayed on service request pages using a new field, to make this service delivery decision A new field has been added to the Create and Update Service Request pages to display whether the Customer Account/ Bill to Account selected on the service request is on Credit Hold.

Release Enhancements Optimization of Service Request Pages: Capture Sales Order Number For typical equipment purchase and installation jobs, service providers want to bill any service related charges on the same Sales Order used for the initial purchase. New functionality enables this “Installation to Billing” flow: Customer places a Sales Order for an equipment and its installation Installation Service Request is created. New Sales Order field capture the Sales Order Number on Service Request This Sales Order Number is defaulted during Charges creation This Sales Order is passed to Order Management for Billing upon submission of Charge Lines, thus linking charge lines to the actual order A new field has been added to the Service Request Pages to capture Sales Order Number at the service request header level. This field is also available in Service Request Forms user interfaces. The Sales Order Number captured at the service request level is used as the default Sales Order Number when creating Charge Lines

New Product Introduction: Oracle TeleService Extensions for Oracle Endeca
This slide can also be used as a Q and A slide

Oracle TeleService Extensions for Oracle Endeca
Service Operations Management Dashboard Service Manager can use the Service Operations Management Dashboard to: Identify service requests that require immediate attention (Examples: Open service requests that missed or in jeopardy of missing SLA, escalated service requests, etc.) Perform corrective actions (Examples: Re-assignment, performing diagnosis, or contacting customer for more information) Available on Releases and 12.2 Leverages the power of Oracle Endeca In-Memory Information Discovery Generally Available as part of Endeca V5 Applications

Service Operations Management Dashboard: Key Service Metrics Measures: Complete Business View Highlights important metrics of the call center: Open SRS Escalated SRs SRs in jeopardy SRs missing SLAs Unassigned SRs

Service Operations Management Dashboard: Top Service Issues Highlights frequency of keywords used in filing service requests: Top customers Top request types Top products Top problem areas

Service Operations Management Dashboard: Summaries Provides summary of service requests distribution for areas of interest. Search Results Missed Response/Missed Resolution Escalated Jeopardy Unassigned Open Service Requests Average Days Opened/Days Since Last Update

Service Operations Management Dashboard: Missed Response/ Missed Resolution Provides separate graphs and lists of service requests that have: Missed the expected respond by date Missed the expected resolve by date

Service Operations Management Dashboard: Escalations

Service Operations Management Dashboard: Unassigned Work This tab shows service requests which are either unassigned to group and individual owner OR assigned to group but not to an individual owner

Service Operations Management Dashboard: Average Age/ Days Since Last Update

Service Operations Management Dashboard: Initiate Corrective Action

Roadmap This slide can also be used as a Q and A slide

Service Applications Roadmap
Short Term Roadmap (Next Months) User Experience: New HTML Contact Center Finish HTML Customer Service UIs Build Out Mobile Service Application v1 Finish Integration to Oracle Knowledge: Integration with iSupport Richer Functional Footprint Service Security: Uptake MOAC Security Mass Charges Update Rich Text Notes

Short Term Roadmap (Next Months): Simplified Rich HTML UI for Contact Center 360° Customer Overview End-to-end Rich and Simplified User Experience Info-tiles highlight key information quickly Context Sensitive Actions

Short Term Roadmap (Next Months): Simplified Rich HTML UI for Contact Center Service Requests Management Quick View into customer service request history Context Sensitive Actions Pop-up to create and Update Service Request quickly without losing context of customer interaction

Release Enhancements Short Term Roadmap (Next Months): Mobile Service Application v1 Mobile Service Requests Management

Longer Term Roadmap (Next Months) Longer Term Roadmap User Experience: New HTML Center Agent UI Chat Integration with Service Applications Mobile Service Application v2 Mobile iSupport Application Richer Functional Footprint Multiple Products/Problems on one Service request Improved Service Security: Group Security Advanced Pricing Integration with Charges Task Status Transition based on Task Status Enhanced Oracle Projects Integration Endeca for Service Profitability Social and Collaborative Service

More Information Visit our Demo Booths for more information and demonstrations WL3 – 221 Mobile Field Service WL3 – 220 Service, Field Service, Depot Repair, Service Contracts

Questions For any questions, please contact at:

CON7740 Oracle E-Business Suite Service Products: Strategy and Roadmap

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CON7740 Oracle E-Business Suite Service Products: Strategy and Roadmap

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