Oracle Services-CRM_Concepts and Procedures

8/3/2019 Oracle Services-CRM_Concepts and Procedures

1/38

Oracle Service

Concepts and Procedures

Release 11i

November, 2000

Part No. A86273-02


2/38

Oracle Service Concept s and Procedu res, Release 11i

Part No. A86273-02

Copyr ight 1996, 2000, Oracle Corpora tion. All rights reserv ed.

The Programs (which include both th e software and docum entation) contain prop rietary information of

Oracle Corporation; they are p rovided u nder a license agreement containing restrictions on use an d

disclosure and are also protected by copyright, patent, and other intellectual and ind ustrial property

laws. Reverse engineering, disassembly, or decompilation of the Programs is prohibited.

The information contained in this documen t is subject to change withou t notice. If you find any p roblems

in the docum entation, please report them to us in wr iting. Oracle Corporation d oes not warran t that this

documen t is error free. Except as m ay be expressly permitted in your license agreement for thesePrograms, no part of these Programs may be reprodu ced or transmitted in any form or by any mean s,

electronic or mechanical, for any p urp ose, without the express written permission of Oracle Corporation.

If the Programs are d elivered to th e U.S. Government or an yone licensing or u sing the program s on

behalf of the U.S. Governm ent, the following n otice is ap plicable:

Restricted Rights N otice Programs delivered subject to the DOD FAR Supplement are "commercial

compu ter software" and u se, duplication, and disclosure of the Programs, including d ocumentation,

shall be subject to the licensing restrictions set forth in the ap plicable Oracle license agreem ent.

Otherwise, Programs d elivered subject to the Federal Acquisition Regulations are "restricted comp uter

software" and u se, dup lication, and disclosure of the Program s shall be subject to the restrictions in FAR52.227-19, Comm ercial Comp uter Softw are - Restricted Rights (Jun e, 1987). Oracle Corp oration, 500

Oracle Park wa y, Redwoo d City, CA 94065.

The Programs are n ot intend ed for u se in any nuclear, aviation, mass transit, medical, or other inherently

da ngerou s app lications. It shall be the licensee's responsibility to take all appro priate fail-safe, backup ,

redun dan cy, and oth er measures to ensu re the safe use of such app lications if the Programs are u sed for

such pu rposes, and Oracle Corporation d isclaims liability for any d amages caused by such u se of the

Programs.

Oracle is a registered tradem ark, and Oracle Service is a trademark or registered trad emark of Oracle

Corporation. Other names may be tradema rks of their respective own ers.


3/38

iii

Contents

Send Us Your Comments .................................................................................................................... v

Preface........................................................................................................................................................... vii

Intended Au dience ............................................................................................................................... vii

Structu re ................................................................................................................................................. viii

Related Documents............................................................................................................................... viii

Understanding Installed Base Management

Installed Base Overview ..................................................................................................................... 1-1

Installed Base Tracks Your Serviceable and Customer Products ................................................. 1-2

Installed Base Tabs............................................................................................................................... 1-2Ord er Entry Allows You to Track Products and Service Programs............................................. 1-3

Determine Processing Flow: Order Types, Cycles, and Actions .................................................. 1-3

Create Records for Your Products..................................................................................................... 1-4

Locate and Maintain Cu stomer Products......................................................................................... 1-4

Access Historical Information Throu gh th e Installed Based ......................................................... 1-4

Using Installed Base Management

Locating and Maintaining Custom er Products ............................................................................... 1-5

Defining a Customer Product Manually .......................................................................................... 1-6

Understanding Knowledge Management

Knowledge Management in CRM..................................................................................................... 2-1
http://comments_template.pdf/http://comments_template.pdf/


4/38

iv

Using Knowledge Management

Overview ............................................................................................................................................... 2-3

Understanding Charges

Overview of Charges ........................................................................................................................... 3-1

Using Charges

Choosing a Charge Scenario............................................................................................................... 3-5

Creating a Charge ................................................................................................................................ 3-5

Viewing or Editing a Charge............................................................................................................ 3-12

Understanding Counters

Overview of Counters ......................................................................................................................... 4-1

Using Counters

Overview ............................................................................................................................................... 4-3

Capture Coun ter Readings ................................................................................................................. 4-4

Captu re Misc. Counter Readings ...................................................................................................... 4-5

View Reading H istory ........................................................................................................................ 4-5

Resetting a Counter Instance ............................................................................................................. 4-6Modifying Counters ............................................................................................................................ 4-7


5/38

v

Send Us Your Comments

Oracle Service Concepts and Procedures Guide, Release 11i

Part No. A86273-02

Oracle Corporation w elcomes your comm ents and suggestions on the quality and usefulness of this

docum ent. Your inp ut is an imp ortant p art of the information u sed for revision.

I Did you find any errors?

I Is the information clearly presented ?

I Do you n eed m ore information? If so, where?

I Are the examples correct? Do you need more examp les?

I What features did you like most?

If you find an y errors or have any other suggestions for imp rovemen t, please indicate the docum ent

title and p art num ber, and th e chapter, section, and p age nu mber (if available). You can send com-men ts to us via the postal service.

Oracle Corporation

CRM Content Developmen t Manager

500 Oracle Parkway

Redw ood Shores, CA 94065

U.S.A.

If you w ould like a reply, please give your nam e, address, telephone n um ber, and (optionally) elec-tronic mail add ress.

---------------------------------------------------------------------------------------------------------------------------------------

---------------------------------------------------------------------------------------------------------------------------------------

---------------------------------------------------------------------------------------------------------------------------------------

If you have p roblems with the software, please contact you r local Oracle Sup port Services.


6/38

vi


7/38

vii

Preface

Welcome to Oracle Service, Release 11i.

This Concepts and Procedu res provides information and instructions to help you

work effectively with Oracle Service.

This preface explains how Concepts and Procedu res is organized and introdu cesother sources of information that can h elp you.

Intended AudienceThis guide is aimed at the following users:

I Technical Service Representatives (TSR)

I Customer Service Representa tives (CSR)

I System Adm inistrators (SA), Database Adm inistrators (DBA), and others w ith

similar resp onsibility.

This guide assum es you have the following p re-requisites:

1. Und erstand ing of the compan y business processes.

2. Knowledge of prod ucts and services as defined by your marketing policies.


8/38

viii

StructureThis manu al contains the following chap ters:

Und erstand ing Installed Base"provides overviews of the application and its

compon ents, explanat ions of key concepts, as well as the applications relationships

to other Oracle or third-party app lications.

Using Installed Base provid es process-oriented, task-based p rocedures for u sing

the ap plication to p erform essential business tasks.

Und erstanding Knowledge Management"provides overviews of the app licationand its comp onents, explanations of key concepts, as w ell as the app lications

relationships to other Oracle or third -party ap plications.

Using Knowledge Managemen t provides process-oriented, task-based procedu res

for using the ap plication to p erform essential business tasks.

Und erstanding Charges"provid es overviews of the app lication and its

compon ents, explana tions of key concepts, features, as well as the ap plications


Using Charges provid es process-oriented, task-based p rocedu res for using th e

app lication to p erform essential business tasks.

Und erstanding Coun ters"provid es overviews of the application and its

compon ents, explanations of key concepts, features, as well as the ap plications


Using Coun ters provides p rocess-oriented, task-based p rocedures for using theapp lication to p erform essential business tasks.

Related DocumentsFor more information, see the following m anu als:

I Oracle Sup port Implementation Gu ide

I Oracle Support Concepts and Procedures Guide

I Oracle Custom er Care Concepts and Procedures Guid e

I Oracle Customer Care Implementation Guide

I Oracle Service Implementation Gu ide


9/38

Understanding Installed Base Management 1-1

Understanding Installed Base Management

This topic group p rovides overviews of the app lication and its comp onents,

explanations of key concepts, features, and functions, as well as the app lications


Installed Base OverviewThe Installed Base is a repository that contains vital information and details of a

service provid er s custom ers, prod ucts, and services. The service provid er up da tes

all data contained in the Installed Base.

Oracle Service shares its customer m aster information w ith Oracle Order Entry and

Shipp ing, Oracle Receivables, and sales and marketing; hence, it is importan t to

provid e consistent customer information across applications.

Through App lication Receivables, you can d efine customers, addresses, location

codes, business pu rposes, contacts, and telephone nu mbers. Since Installed Base is a

compon ent of Oracle Service, it consolidates information for customer prod ucts in

the Installed Base. Each customer prod uct includes the following:

I Customer name and num ber

I Bill-to location code, address, and contact

I Ship-to location code, ad dress, and contact

I Installation location, add ress, and technical and adm inistrative contact

I Service Provider

I Any other user-defined contacts

You can also u se the Insta lled Base to track your serviceable and customer prod ucts,

order entries, an d to determine processing flows.


10/38

Installed Base Tracks Your Serviceable and Customer Products

1-2 Oracle Service Concepts and Procedures Guide

Installed Base Tracks Your Serviceable and Customer ProductsAs you define items in Oracle Inventory, you can designate you r items as

serviceable produ cts. When you d esignate an item as a serviceable produ ct,

Installed Base tracks them. Each time you sell a serviceable prod uct in Oracle Order

Entry, the Installed Base interface autom atically creates a customer prod uct record

in the Oracle Service Installed Base.

You can define any item in O racle Inventory as a serviceable produ ct, includ ing

items that rep resent saleable prod ucts and services, spare p arts, service exchan ge

items, subassemblies, and comp onents. Use the Service attribute grou p in OracleInven tory, to flag items as serviceable products. You can d efine the service starting

delay for each serviceable produ ct, and Oracle Service add s the starting d elay to the

ship d ate of the serviceable prod uct to set the start date for service program s and

warranty activation. The service starting delay can be used to compensate for

shipp ing and installation times; the customer s Start Service Coverage commences

at the m oment the customer p ossesses the prod uct.

When d efining the inventory attr ibutes, ma ke sure that the item attribute controllevel for the attributes Supp ort Service and Serviceable Product is set at the Master

level. By setting th e attribu te control level to the Master level, you en sure

consistency in th e d efinition of Supp ort Services and Service Programs.

A customer p rodu ct is an instance of a part icular prod uct you sold to an end

customer or d istributor. The customer p rodu ct reference num ber un iquely identifies

any custom er prod uct, with or w ithout a serial number, in the Installed Base.

Quantity, serial num ber (the serviceable product mu st be under serial control inOracle Inventory and assigned a serial num ber at the time of shipm ent), location

code (bill-to, ship-to, and installation location), contacts, order information, and

revision history fur ther distingu ishes the customer prod uct.

You can u se the Checks feature to tr ack your p rodu cts transfer of ownership,

contracts, service repairs, and service requests.

Installed Base TabsInstalled Base has the following tabs:

Product Information: Use this tab to maintain p rodu ct information, such as Unit of

Measure (UOM), quan tity, reference nu mber, category, system, revision, location

number, serial nu mber, platform, version, return date, and actual date.

Configuration: Use this tab to configure Installed Base operations.


11/38

Determine Processing Flow: Order Types, Cycles, and Actions

Understanding Installed Base Management 1-3

Addresses: Use this tab to maintain ad dress information, such as billing, account

nu mber, ship to, installed at, city, state, and country. Depend ing on th e view m ode(e.g., Installed Base or Transfer), the Address tab changes to Tran sfer informat ion --

both tabs provid e the same type of information.

Contracts: Use this tab to m aintain contract information, such as service nam es and

descriptions, and warranty information.

Resources: Use this tab to m aintain resource information, such as contact nam es,

work, pager, fax, and cellular ph one nu mbers, and h ome, work, and e-mail

addresses.

Counters: Use this tab to activate coun ter information, such as p rodu ct, type, Unit

of Measure (UOM), readings, captu re dates, product d escriptions, coun ter

descriptions, and serial, lot, reference, and p arent prod uct nu mbers.

Order Entry Allows You to Track Products and Service Programs

You can d irect Oracle Order Entry and Shipp ing to pop ulate the Installed Baseau tomat ically via the Service interface as you sell produ cts and service program s.

To accomp lish th is, you m ust d efine the p rodu cts as serviceable produ cts, and your

order cycles must include the Service interface cycle action.

See also:

I Create Records for Your Prod ucts

I Defining a Customer Product Manu ally

Determine Processing Flow: Order Types, Cycles, and ActionsOrd er cycles, defined in Oracle Order Entry/ Shipp ing, determ ine the processing

flow of your sales orders. As you enter a sales order, you designate a u ser-defined

order type, wh ich d etermines the ord er cycle that w ill process that sales order.

For examp le, an ord er cycle for orders containing p rodu cts that you typically ship

and copy to th e Installed Base might contain the following cycle actions:

I Enter

I Pick release

I Ship confirm

I Backorder release


12/38

Create Records for Your Products


I Service in terface

I Inventory interface

I Receivables in terface

I Comp lete line

I Complete order

The Service interface processes a par ticular sales ord er line only on ce; therefore, you

shou ld p lace the Service Inter face cycle action after you chan ge the sales order, such

as pricing changes. Failing to place the Service Inter face cycle action after you

change th e sales order, results in no chan ges to th e installation detail. Generally, this

is after the Pick Release or Ship Confirm cycle actions.

Furthermore, it is not necessary to place the Service Interface cycle action in order

cycles for returned products. The Service Interface ignores RMAs.

Create Records for Your ProductsIf desired, you can enter customer prod uct information d irectly into the Installed

Base, w ithout creating sales orders in Oracle Order Entry/ Shipp ing. For example,

you can define customer prod ucts that represent third-par ty products installed at

your customers sites.

Use the Define Customer Products window to:

I Create customer prod uct records

I Manu ally differentiate defined customer p rodu cts from those autom atically

created by the Installed Base interface

Locate and Maintain Customer ProductsOracle Service offers pow erful search criteria for find ing all custom er p rodu cts for a

part icular custom er or a specific custom er prod uct serial num ber. You can ap ply

various combinations of custom er prod uct attributes in you r search, such aslocation, status, contact, and ord er nu mber.

Access Historical Information Through the Installed BasedBy using the H istory tab, you can retr ieve service request and service repair

information abou t your prod uct. Also, you can view all service requests and r epairs

logged on a p articular prod uct in chronological order.


13/38

Using Installed Base Management 1-5

Using Installed Base Management

This topic group provid es process-oriented, task-based p rocedures for using the

app lication to perform essential business tasks.

Locating and Maintaining Customer ProductsUse this procedu re to locate and m aintain your customer s produ cts.

Prerequisites

None

Steps

1. Navigate to the Find Customer Products window.2. ClickInstalled Base.

3. ClickCustomer Products.

4. The Find Customer Products window appears.

5. Enter or select information from one or m ore of the available fields to find th e

record to view or mod ify.

6. From the toolbar menu , click the Save icon.

To redu ce the num ber of records displayed , you can narrow the search by

entering data specific to you r custom er. For examp le, choose an install location

and a prod uct, then select yes or no from the Active field.

Check the Include Related option to find all customer p rodu cts related to the

customer prod uct entered in the Customer Name or Customer Number fields.

Checking the Include Related option w idens the search to incorporate other


14/38

Defining a Customer Product Manually


customers d efined , as related by Oracle Receivables Customer Relationship

setup.For examp le, sup pose you want to search for all assemblies that have, as a

compon ent (either imm ediate or embed ded ), the serial number AB12345 with

the date, 15 April 1999. To execute this qu ery enter AB12345 in the Serial

Number Field and 15 Apr 1999 in the As-offield, and pickTop-level

Assemblies from th e Show field.

Defining a Customer Product ManuallyUse this procedu re to man ually define your custom er s produ ct.

Prerequisites

None

Steps

1. Navigate to the Define Customer Products window.

2. ClickInstalled Base.

3. ClickDefine Customer Products.

When you open the Attachments wind ow, you can only view attachments from th e

Knowledge Base Search Results wind ow. How ever, when you op en the

Attachments wind ow from an y other previously listed w indows, you can insert,

up date, or d elete attachments.


15/38

Understanding Knowledge Management 2-1

Understanding Knowledge Management

This topic group prov ides an overview of Knowledge Management and its

compon ents, explanations of key concepts, features, and functions, as well as the

applications relationships to oth er Oracle applications. setup w hich will tailor the

app lication to the Spares Managem ent solution.

Knowledge Management in CRMKnowledge Managem ent w ithin CRM is accessed from several CRM prod ucts. It is

designed to be used as a base level know ledge management tool for Custom er

Sup port Managem ent. This base level tool can be replaced by a third party CAI

par tner such as ServiceWare or Primu s if additional functionality is desired by the

merchant. The APIs for integrating th e third party app lications will be available in

a futu re release. The CRM prod ucts wh ich curren tly use the KnowledgeManagem ent tool are Supp ort (wh ich includ es Defect Managemen t, Field Service

and Depot Repair), iSup port and iCenter.

The primary pu rpose for Know ledge Managem ent within CRM for this release is to

provid e quick and easy access to information required to sup port Merchant p rodu ct

suites. It d oes this through both a text search (using InterMed ia Text) and a

relationship search p rocess. The architecture provid es the Merchant w ith a very

flexible tool that will allow easy existing information insertion as w ell as the ability

to use current Merchant terminology an d processes. The ability to u tilize existing

Merchant terminology and p rocesses (as desired) reduces user training

requirements for quicker implemen tation at a Merchant s site.


16/38

Knowledge Management in CRM


The following h igh level flow d escribes a typical Know ledge Managemen t access:

C r e a teS e r v i c e R e q u e s t

S e l e c t K n o w l e d g e

M a n a g e m e n t

E n te r s e a r c hI n fo rm a t i o n

P e r fo r m S e a r c h

E n te r N e w S o l u t i o n ifA p p r o p r i a te

R e tu r n R e s u l ts toO r i g i n a t in g T o o l

K n o w le d g e M a n a g e m e n t H ig h L e v e l F lo w

s e l e c t R e s u l t th a t S o l v e sI s s u e

S i g n o n to i S u p p o r t

S e l e c t B a s i c o r A d v a n c e

S e a r c h

S i g n o n to e M a i l

E n te r I s s u e i n fo r m t io n

i n to e M a i l a n d s e n d

e M a i l P a r s e r P a r s e sK e y w o r d s a n d S u b m i ts

t o K n o w l e d g e B a s e


17/38

Using Knowledge Management 2-3

Using Knowledge Management

OverviewKnowledge Management within CRM provides a fully integrated solution support

tool for Service Organizations th at are comm itted to d elivering a total service

solution. The in tegration to agent sup plied services such as Service Requests, Defect

Managem ent, Field Service and Depot Repair p rovides an easy to use and qu ickaccess to information requ ired for the agents to perform their roles much more

effectively. In add ition, with the integration to CRM self-sup port prod ucts iSup port

and iCenter it provides an easy to use tool for merchan t customers to resolve their

own issues, thus offloading agen ts to handle m ore difficult issues.

As men tioned in the p revious section, the flexible architecture design allows

Merchants to keep th eir same information base access terminology to redu ce

training requirements and user acceptan ce of the tool. As an integrated tool to themen tioned CRM products, it greatly enhances the usability and processing of

information over any system that requ ires access to d ifferent non -integrated

prod ucts. As an examp le, an agent can fill out a Service Request for a customer,

access information in th e know ledge base and have th is information au tomatically

transfer into the Service Request and even au to fill a Task managem ent requ est for a

Field Service technician to perform a task on th e customer site.


18/38


19/38

Overview of Charges

Understanding Charges 3-1

Understanding Charges

This topic group p rovides overview of the application and its comp onents,



Overview of ChargesUsing th e Charges capability, a service organiza tion can bill customers for services

provid ed in respon se to supp ort service requests, field service request or dep ot

repairs.

Charges also provide th e functionality of creating a Return Material Authorization

(RMA) to return a d efective p rodu ct for repa ir, loaner or replacement. Returns from

a customer occur for a variety of reasons, includ ing damage, shipm ent error, orrepair. Return m aterial processing capability of Charges allows you to man age

customer expectations wh ile controlling inventory receipts and customer credit

processing.

For an example, a customer logs a service request for a malfun ctioning comp uter

system. After trying to correct the problem remotely for a few h ours, a technician is

dispa tched to fix the p roblem on site. The techn ician w orks on the problem for some

time, replaces some comp onents, and finally ascertains that the p roblem lies with a

major subcomp onent that cannot be fixed in the field. The technician ships the

subcomp onent back to the repair dep ot for in-hou se repair, and the subcomp onent

is repaired and shipp ed back to the customer. At that point, a field engineer is

dispatched again to install the subcomponent.

Charges allow consolidation of all labor, material, and expenses incurred du ring

remote sup port, field service, and dep ot repair into a single charge w ith mu ltiple

lines. Custom er can be billed for labor, materials and expenses either while a service

request is being add ressed o r after one is resolved.

Before you bill customers for services rendered, you can use the Apply Cont ract

feature to take into account an d correctly apply the contract terms like discoun ts,

labor rates, etc., to arrive at final charges for the customer. Alternatively you can

choose to app ly charges manu ally.

Charges also provides the ab ility to a u ser creating Charges to look at the coverage

that th e customer has as p er his contract with the service organization.


20/38

Overview of Charges


The Charges m odu le uses Business Processes and Transaction Types to determ ine

the im pact of each charge line. Examp les of Transaction Types include Repair,

Replacemen t, Material Transaction, Labor Transaction, Expen se Transaction, and

Expense Travel. An unlimited nu mber of Transaction Types can be user d efined .

The diagram below shows the Charges fun ctional process flow w hich provides a

high level overview of Charges and other m odu les integrations.

The following table details the various fun ctions and th e tabs in the Cha rges screen

through w hich a u ser can enter and view charges.


21/38

Overview of Charges

Understanding Charges 3-3

App ly Contract Button: app lies a selected contracts terms and cond itions to

calculate charges.

Coverage Button: allow s a user to look at the coverage that a customer has under a

contract which w as selected by the u ser for a charge line.

Submit Charges : subm its the charge lines to Order Managem ent.

Tab Name Function

Pr icin g View an d ed it pricin g in form ation

Contracts View and edit contract number, coverages, rate type for the charges

Order/ Return

Inclusion of a particular charge line in the charges, return reason for a RMA

Source Links a service request or a Depot repair order as source to the Charge line

Others Enter a tax code and a Returned ser ia l number in case of an RMA, showsestimated tax amount, functional currency and linked invoice details


22/38

Overview of Charges



23/38

Using Charges 3-5

Using Charges

This topic group provid es process-oriented, task-based p rocedures for using the


Choosing a Charge ScenarioChoose the scenario that you want to follow

I Creating a Charge

I Viewing a Charge

For backgroun d and general features of Charges, refer to Overview of Charges in

the Und erstand ing section for the application.

Creating a ChargeYou can a enter a Charge for a service request or for a repair ord er created against a

service request. Charge records can be sha red by linked service request an d rep air

order lines.

Charges may be entered in the following ways:

I

The users may enter th e information directly using the Charges form wh ich canbe be accessed through:

I Service Request Form : Customer Sup port Responsibility> Create/ View a

Service Requ est Form (Create/ View a Service Request) > Tools > Charges)

I Repair O rders Form: Depot Repair Super User Respon sibility> Depot

Repair> Repair Orders> Charges Button

C ti Ch


24/38

Creating a Charge


I Using Field service/ Mobile field service ap plications, a field service engineer

can enter the information relating to their service call using Field Service Report

window. Then th ey can use the upd ate charges button on the Field Service

Report wind ow to send this information to charges directly.

Prerequisites:

I A service request n eeds to be created first before a charge can be created against

it.

I From Oracle Depot Repair ap plication, charges can be created after creating a

repair ord er in response to a service request.

To create a charge:

1. Na vigate to the Service Request w indow.

2. Create a service request or open an existing service request.

3. Open the Charges w indow by selecting the Charges option from the Tools

menu.

Details such as Type, Status, Severity and Date are d efaulted from the service

request. On the Source tab, the Source and th e Nu mber fields u nd er Original

and New Sections default to Service Request and the Service Request N um ber.

Creating a Charge


25/38

Creating a Charge

Using Charges 3-7

The user can change the source docum ent to Field Service or Depot repair.

The Bill to and Ship to ad dresses also defaults from the customer m aster. These

add resses can be changed .

4. Choose a Currency in the Currency/ Conversion section of the Charges wind ow.

If the currency selected is not the functional currency, then you mu st enter the

currency conversion type, the date on w hich the currency conversion is done

and the currency conversion rate.

5. Select a Business Process. Business Processes are u ser d efinable.

6. Select a Line Type from the list of values. Line Types for a specific transaction

group/ business process are derived from th e order type sp ecified in the

Transaction Types setu p wind ow.

Creating a Charge


26/38

Creating a Charge


7. Select a transaction type from the Transaction field.Transaction types are user

definable. Based on the transaction typ e, the item typ e and the description are

displayed in the Item section.

8. Verify that th e OM Inter face checkbox is selected if you w ant this charge line to

be passed to Order Management through Ord er Capture when you sub mit

charges. This checkbox is selected by default. If this checkbox is not checked ,

the charge line will be saved as an estimate.

9. If you w ant to h ave this line rolled u p in to an ord er, select the Rollup checkbox.

The charges are rolled to the item which is defined in th e respective profile formaterial, labor or expenses. The p rofile is invoked based on the tran saction typ e

which has a billing flag (labor, material or expense) attached to it.

10. On the Pricing tab, select a price list. Price lists are user d efined.

11. Enter an item num ber.

12. From the UO M list, select a u nit of measu re.

13. Enter the qu antity of items for this line.

The Price field d isplays the p rice and the extend ed price. The charges are also

calculated w ithout considering any contract.

If pricing attributes are d efined in Oracle Pricing and if the p ricing attr ibutes

descriptive flexfield is enabled, the un it price as defined based on the p ricing

attributes is displayed .

14. If you d o not w ant to charge the custom er for this line, select the No Chargecheckbox. When this checkbox is selected , the Charges field disp lays 0 as the

charge.

15. On th e Contracts tab, select a contract num ber and a coverage.The rate type

field is enabled if the transaction typ e chosen is Labor.

Creating a Charge


27/38

Creating a Charge

Using Charges 3-9

16. Click the Coverage button to op en the Contracts Coverage window. This

wind ow d isplays detailed information on contract coverage.

17. Choose the Ap ply Contract button to recalculate the charges for the charge line

based on th e terms and conditions of the selected contract and coverage.

18. If you w ant to h ave a charge line add ed to a specific order, select the Add to

Order checkbox. The order number field gets enabled an d enter an order

number.

Value for Line Category reflects the line type you have selected.

After the charges are submitted, the Date filed will show the da te wh en the

charge was created and th e line nu mber field w ill show a system generated line

number.

19. If the tr ansaction typ e is RMA, the Return Reason field is enabled . Select an

app ropriate retu rn reason code in th is field. You can also enter the serial

nu mber of the returned item (not a customer prod uct) in case of an RMA

Creating a Charge


28/38

g g


20. If the tr ansaction type is Advanced Replacement or Replacement, the Reference

Num ber field is enabled. Enter the reference num ber of the customer p rodu ct.

The system u ses this reference nu mber to d isplay the serial num ber and

description of the customer prod uct.

Creating a Charge


29/38

Using Charges 3-11

21. You can enter the return da te wh en the p rodu ct is returned. You can also enter a

new p roduct return date w hen the replacement prod uct will be returned by the

customer.

22. To estimate the expected tax for a charge line, enter a tax code on the Others tab.

The Others tab also shows the Invoice Num ber and the Invoice Date for a

part icular charge line after the invoicing cycle is comp leted.

Viewing or Editing a Charge


30/38


Viewing or Editing a Charge

To view or edit a charge for a specific service request or repair order:

1. Na vigate to the Service Request w indow.

2. Open an existing service request for which you need to view charges.

3. From the Tools menu , choose Charges. The Charges wind ow opens. The Pricingtab d isplays the data for each line item.

4. Open the other tabs and verify the available information.

Reference:

I Creating a Charge


31/38

Understanding Counters 4-1

Understanding Counters

This topic group p rovides overviews of the app lication and its comp onents,



Overview of CountersYou can d efine Coun ters to monitor th e usage of customer prod ucts and services

and execute business processes based upon the usage information. Common

everyday objects that have coun ters are autom obile (the odom eter), a gas meter, a

ph oto copy m achine, etc. Coun ters provide a mechanism for tracking new prod uct

warran ties, service contracts, sup port agreem ents and similar business needs.

There are tw o categories of Coun ters available for d efinition;

I Physical Coun ters

I Logical Coun ters

Physical Coun ters are an incremen tal electro-mechan ical or software device bu ilt

into a product which is used to track equipmen t usage. These coun ters are tangible

and can rollover to a specified value, be reset to any value, or break.

Logical Coun ters are intangible derived counters which run inside a software

app lication p rogram th at keep track of usage of a prod uct or service. A comm onlogical coun ter wou ld be the nu mber of service teleph one calls mad e by a customer

against a particular produ ct or service. Logical counters can ad d or combine other

counters to form a n ew coun ter.

Coun ter templates are defined for group s of counters and instantiated in the

Installed Base Custom er Products or Contract Lines. Temp lates are know n as

Counter Groups and are formed by grouping one or m any Counters together.

Coun ter Groups are Associated with a prod uct or service. A product or service can

Overview of Counters


32/38


only have one Coun ter Group association. Counter Grou ps templates can be

app lied to multiple Installed Base Customer Produ cts or Contract Lines. Once the

Coun ter Group is instantiated it can be mod ified for a instance or for all instances

A Counter Group is instantiated w ith an Installed Base Customer Produ ct or a

Contract Line au tomat ically. Counter Group s can not be man ually instantiated.

The Coun ters readings can be captu red m anu ally from the Captu re Coun ters User

Interface (UI). The Capture Counter reading UI is available from the Service

Request UI, Field Service UI, Service Contracts UI, Contracts Au thoring, etc.

See also:

I Using Counters

I Implementing Counters


33/38

Using Counters 4-3

Using Counters

OverviewThis topic group provid es process-oriented, task-based p rocedures for using the


The following screen is used to captu re all coun ter readings.

Capture Counter Readings


34/38


Capture Counter ReadingsCounters are up dated u sing the Captu re Counter reading UI.

I Counters can also be up dated using Ap plication Program Interfaces (API)

for coun ters.

Use this procedu re to record a counter reading m anu ally.

Prerequisites

A Counter Group m ust be setup and instantiated.

Steps

1. Navigate to the Captu re Counter UI. The Capture Coun ter reading UI will

show on ly the associated Coun ter Group instance.

2. Modify the Counters by entering a New coun ter value or by clicking the Up or

Down Arrow buttons to increase or decrease the coun ter. When the Up an d

Down arrow buttons are pressed th e Counter value will be based on the

defined Step value. Users will only be able to upd ate Coun ter of type Regular.

Feature Name Function

Cou nter Grou p Defin es the cou nter tem plate u sed for associated withprod ucts, services and contract lines

Associate Bu tton Pop s a win dow to lin k Cou nter Grou p s w ith In ven tor y Item sthat are Serviceable, Sup por t Services, or Usage Item

Counters Defines the individual counters in the Counter Grouptemp late. Counters can be Ph ysical (Type Regular) or Logical

(Type, Grou p Function, Formu la, Time Based).Validate Formula... Button Validates entered formula as a valid SQL expression for

Formu la Counters

Formula Ref...Button Pops a window to allow definit ion of the References used inthe formula

Group Op... Button

Properties Defines additional counter reading properties for Regular

Counters only

View Reading History


35/38

Using Counters 4-5

I See Imp lementing Cou nters, Defining Regular Coun ters for more

information.

3. From the toolbar m enu , click the Save icon.

Capture Misc. Counter ReadingsMiscellaneou s adjustment read ings can be captu red for counters. Miscellaneous

readings typ es are defined for any kind of adjustmen t. For example, to adjust a

counter du e to repair work. Use this procedu re to miscellaneous counter reading.

Prerequisites

A Counter Group m ust be setup and instantiated.

Steps

1. Navigate to the Captu re Counter reading UI.

2. Click on the row that contains the Coun ter you w ish to adjust.3. Select a Misc. Type. For exam ple, select Adjustm ent from the list of values.

I See Imp lementing Coun ters, Defining Misc. Type for more information.

4. Enter the Misc. Reading. For examp le, enter 100 to ad just the n et read ing. The

net reading is defined as

I Net = N ew read ing - Current read ing - Misc. Reading

5. From the toolbar m enu , click the Save icon.

View Reading HistoryCoun ter history can be viewed from the Captu re Counter Reading UI. Use this

procedu re to view the counter history. No information can be upd ated.

The following screen is the Coun ters History used to v iew the tracking information

for coun ter readings. This is a view only, no upd ating of counter h istory is available.

Resetting a Counter Instance


36/38


Prerequisites

A counter group m ust be established an d readings captu red.

Steps

1. Navigate to the Captu re Counter Reading UI.

2. Click on the Reading H istory button.

3. Review the Cou nter Information.

4. Review the Reading History.

5. Review the Property Read ings

6. Click OK when review is complete.

Resetting a Counter InstanceCoun ters can be reset from the Captu re Counter UI.

Prerequisites

A Counter Group with a Counter Type of Regular mu st be setup and instantiate.

Modifying Counters


37/38

Using Counters 4-7

Steps

1. Navigate to the Captu re Counter reading UI.

2. Click on the row that contains the Coun ter you w ish to reset.

3. Enter the N ew value.

4. Enter a Misc. Type, if requ ired.

5. Enter a Misc. Read ing, if a Misc. Type was entered .

6. Click on the Counter Reset checkbox.

7. Enter the Last Reading After Reset. This is a m and atory field for resets.

8. Enter the First Reading After Reset. Default values from th e Coun ter Setup

definition for Rollover To w ill be used to popu late the First Reading After Reset.

If no values default you w ill have to m anu ally enter the First Reading After

Reset value. This is a m and atory field for resets. The N et reading will be

calculated as follows

I

Net = N ew reading - Cur rent read ing - Misc. Reading + Last Read ing AfterReset - First Read ing After Reset

I See Imp lementing Cou nters, Defining Regular Coun ters for more

information on Rollover To setup .

9. Enter the Reason the counter is being reset. This is a text field an d can captu re

the readers commen ts on the reset.

10. From the toolbar menu , click the Save icon.

Modifying CountersCounter Group s and Counters can be m odified once they are instantiated.

To modify a counter instance navigate to the Counter Setup UI from th e Install Base

or Contract Line instance.

To mod ify a counter tem plate and have th e change take place for all instancesnavigate to the Define Counters from the Setup men u opt ion.

Modifying Counters


38/38


Oracle Services-CRM_Concepts and Procedures

Documents

Transcript of Oracle Services-CRM_Concepts and Procedures