Oracle Accelerator for Special Edition

DEMO SCRIPT
SERVICE REQUEST TO RESOLUTION
FOR TELESERVICE

11.5.10 SE v2.0
2
 Service Request to Resolution for TeleService
Demo Script

<<?!?>>
Error! Reference source not found.

Contents

Business Scenarios Test Sequences 1

00 Test Specification - Prerequisite Steps 2

Prerequisite Steps 2
10 Service Request to Resolution with Charges 6
Service Request to Resolution with Charges 6
20 Escalate a Service Request 9
Escalate a Service Request − (CS7043) 9
30 Issue Return Material Authorization 12
Issue Return Material Authorization − (OF1079) 12
40 Install Base Transfer and Update 15
Install Base Transfer and Update 15
Business Scenarios Test Sequences
Test Status: Draft, Review, Success, and Defective

Tests Test Name Tester1 Tester2 Tester3 Date Notes

00 Prerequisite Steps
10 Service Request to Resolution with
Charges
20 Escalate a Service Request
30 Issue Return Material Authorization
40 Install Base Transfer and Update
00 Test Specification - Prerequisite Steps
Business Process: Business Flow: Service Request to Resolution for Summary Process:
Prerequisite Steps TeleService

Event: Description:

Step # Process Step Path and Action Input Data Expected Result Actual Results
Description
01.01
00.01 Create Item Instances Logon to Application #@USER0010@#/welcome Customer Support Navigator displays
in Install Base Select the appropriate responsibility. Customer Support
00.02 (N) Installed Base > Create Customer Item Instances Create Customer Item Instances form
displays
Item Creation:
DVD−0050

Organization Name =
#@INVORGNAME0002@#
Item = DVD−0001

Item Description = DVD

Player

Serial Number =
DVD−0050

Status = Installed

Owner
Party Name =
#@CUST0003@#Account
Number and Party Number
Defaults

Current Location
Type = Party Site

Party Number = Comes by

Default

Address =
1106 W 46 Street Suite
940
01.01
Kansas City, MO, 64112,
US
Installed At

Installed Date = Defaults

to system date at setup time

Installed Time= Defaults to

system time at setup time

Same as Current
Location=Checked

Type=Party Site

Other information=

Version Label =
AS_CREATED

Accounting
Classification = Customer
Product

Creation
Completed=Checked

Create
warranty=Unchecked

Merchant=Checked

Click on Submit button

Create Item Instance (B)

Item Creation:
DVD−0051
Item Instance DVD−0050 created
Organization Name =
#@INVORGNAME0002@#
Item = DVD−0001

Item Description = DVD

Player

Serial Number =
DVD−0051

Status = Installed
01.01

Owner=

Party Name =
#@CUST0003@#
Account Number and Party
Number Defaults

Current Location
Type = Party Site

Party Number = Comes by

Default

Address 1106 W 46 Street

Suite 940
Kansas City, MO, 64112,
US

Installed at=

Installed Date = Defaults

to system date at setup time

Installed Time= Defaults to

system time at setup time

Same as Current
Location=Checked

Type=Party Site

Other information=

Version Label =
AS_CREATED

Accounting
Classification = Customer
Product

Creation
Completed=Checked

Create
warranty=Unchecked

Merchant=Checked
01.01
Sign Out
Click on Submit button

Click on Submit button

Item Instance DVD−0051 created

10 Service Request to Resolution with Charges

Business Process: Business Flow: Summary Process:

Service Request to Service Request to Resolution for TeleService
Resolution with Charges

Event: Description:

Step# Process Step Path and Action Input Data Expected Results Actual Results
Description

10.00 Login to Self Service Enter username and password User Name = A selection of Responsibilities will
Web Applications Select (B) Connect #@USER0010@# display.
Password = welcome

(Note: If using this user

for the first time password
will be welcome1.
Change to welcome.)
10.01 Select appropriate responsibility Responsibility = Customer Support main menu is
Customer Support displayed
Click on Customer Support (link)
10.02 Service Request to
Resolution with
Charges
10.03 Receive Service Contact (N) Customer Support >Customer Management> Contact Center form is displayed
Contact Center
Gather information
from contact about
individual or business

10.04 Validate customer Change/verify the Customer Type field Organization

records
10.05 Navigate to the Customer Name field and select #@CUST0003@# Customer details are displayed
from LOV
10.06 Navigate to the Contact Last Name field and select #@CUST0003−CON−LAST@#
Contact details are displayed
from LOV (select Contact of)
10.07 Review Installed Base (M) Tools > Install Base Installed Base form displays the
products installed for the customer.
Login if necessary (oracle/welcome), and reselect
Tools/Install Base again.
 If no Products are displayed execute a Quick Find where
Owner Name = #@CUST0003@#
10.08 Select product by clicking on the Product Description Product Description = Product details are displayed
(link) DVD Player Note <Item Instance# 1>:
Serial Number = _________
DVD−0050
10.09 Close Installed Base form Contact Center form is displayed with
details of specified customer and
contact
10.10 Enter Service Request Click Service Request (tab) Service Request form is displayed on
bottom half of screen
10.11 Navigate to Account field and input/verify 1014 Note: This is a system generated
number and may differ from one
testing environment to another
10.12 Navigate to Item field and select from LOV DVD−0001 Item description is populated
10.13 Navigate to Serial field and select from LOV DVD−0050
10.14 Navigate to Instance field and verify
<Item Instance #1> noted
in step 10.08 above
10.15 Navigate to Severity field and input L2 (comes by default)

10.16 Assign Service Request Navigate to Owner field and verify/select from LOV Owner = The service request is assigned to the
to Resource #@EMPL0014−LAST@#, resource specified
#@EMPL0014−FIRST@#,
#@EMPL0014−MIDDLE@#

10.17 Navigate to Summary field and input Problem with DVD Player
10.18 The Request field is populated. Note
Click on the Save icon from the Toolbar <Service Request # 1>: _________

10.19 Create Task Click on Tasks tab

10.20 Navigate to Type field and select from LOV Callback
10.21 Navigate to Subject field and input Customer Callback
10.22 Navigate to Owner Type field and verify/select from Employee Resource (comes by default)
LOV
10.23 Navigate to Owner field and select from LOV #@EMPL0015−LAST@#,
#@EMPL0015−FIRST@#,
#@EMPL0015−MIDDLE@#
10.24 Navigate to Description field and input Call customer in a week to
follow up

Navigate to Planned Start Date and input Planned Start Date = 1

week from today
Click on Save icon Task is saved
10.25 Resolve Service
Request
10.26 Follow up (Manual) A follow up call determined that the information
provided was the correct answer to resolve the problem
10.27 Create Charge Order (if Go to Service Request Tab
no entitlement)
 Select Charges tab
10.28 Select Action sub tab Business Process field and Customer Support (comes by default)
input/verify
10.29 Navigate to Service Activity field and input/verify Labor Transaction
10.30 Checked comes by default
Select Order Details tab and input check OM interface
10.31 Navigate to Pricing Rules tab and input/verify price list #@PRICELIST001@#
field
10.32 Navigate to Action tab Item Num field and input #@ITEM0019@#
10.33 Navigate to UOM field and input/verify Hr
10.34 Navigate to Quantity field and input/verify 1
Navigate to Pricing Tab and Uncheck No charge box (comes by default)
10.35 Navigate to Ship To tab and select address from LOV Accept default Ship to address is populated
10.36 Navigate to Bill To tab and select address from LOV Accept default Bill to address is populated
10.37 Click on Submit button The charges are submitted
10.38 The Order Number is displayed
Click on the Order Status tab

10.39 Close Task Navigate to Status field in Service Request header

10.40 Navigate to Status field and select from LOV Close

Click on Save icon

10.41 Close Service Request form by clicking on ‘X' at top
corner
Close Contact Center form by clicking on ‘X' at top Customer Support main menu is
corner displayed
20 Escalate a Service Request

Business Process: Business Flow: Summary Process:

Escalate a Service Service Request to Resolution for TeleService
Request − (CS7043)

Event: Description:

Step# Process Step Path and Action Input Data Expected Results Actual Results
Description

20.00 Escalate a Service

Request
20.01 Receive Service Contact (N) Customer Support >Customer Management> Contact Center form is displayed
Contact Center
Gather information
from contact about
individual or business
20.02 Validate customer Change/verify the Customer Type field Organization
records
20.03 Navigate to the Customer Name field and select from #@CUST0003@# Customer details are displayed
LOV
20.04 Navigate to the Contact Last Name field and select #@CUST0003−CON−LAST@#
Contact details are displayed
from LOV (select Contact of)
20.05 Review Installed Base (M) Tools > Install Base Installed Base form displays the
products installed for the customer.
Login if necessary (oracle/welcome), and reselect
Tools/Install Base again

If no products are displayed execute a Quick Find using

Owner Name of "#@CUST0003@#
20.06 Select product by clicking on the Product Description Product Description = Product details are displayed
(link) DVD Player
Serial Number =
DVD0050 Note <Item Instance # 1>: _________
20.07 Close Installed Base form Contact Center form is displayed with
details of specified customer and
contact
20.08 Enter Service Request Click Service Request (tab) Service Request form is displayed on
bottom half of screen
20.09 Navigate to Account field and input/verify 1014 Note: This is a system generated
number and may differ from one
testing environment to another
20.10 Navigate to Item field and select from LOV DVD−0001 Item description is populated
20.11 Navigate to Serial Number field and select from LOV DVD0050
20.12 Navigate to Instance field and verify
<Item Instance #1> noted
If Caution popup appears select Ok to acknowledge. in step 20.06 above
20.13 Navigate to Summary field and input Problem with DVD Player
Navigate to Severity field and input L2 (comes by default)

20.14 Assign Service Request Navigate to Owner field and verify/select from LOV Owner = The service request is assigned to the
to Resource #@EMPL0015−LAST@#, resource specified
#@EMPL0015−FIRST@#,
#@EMPL0015−MIDDLE@#
20.15 The Request field is populated. Note
<Service Request # 2>: _________
Click on the Save icon from the Toolbar
Click on Details Tab
20.16 Escalate Service Tools (M) > Request Escalation
Request
Enter Owner Owner =
#@EMPL0015−LAST@#,
#@EMPL0015−FIRST@#,
#@EMPL0015−MIDDLE@#
20.17 Navigate to Contacts Tab and enter Type = Customer Customer Contact is entered
Last Name =
#@CUST0003−CON−LAST@# Note: In case the customer contact is
Click Save. Check the Requester Box not coming, please run the request
Close Escalations window -Synchronize WF Local Tables
20.18 Close Contact Center form by clicking on ‘X' at top
right

20.19 Log out of Oracle (M) File > Exit Oracle Applications SSWA Welcome page is displayed
Applications
Click OK button
20.20 Logout of Forms App Click Exit icon
20.21 Enter username and password User Name = A selection of Responsibilities will
Logon to forms Select (B) Connect #@USER0010@# display.
Application Password = welcome
(N) Customer Support >Service Request> Workflow Verify under Worklist that there is a
Notifications notification that the service request
has been escalated (escalation done in
step 20.17).
20.22 Go to Home Responsibility = Customer Customer Support main menu is
Select appropriate responsibility Support displayed

Click on Customer Support (link)

20.23 Select Universal Work (N) Customer Support > Universal Work Queue UWQ form is displayed
Queue
(M) Tools>Refresh All Work
20.24 Click on My Service Request under Service Requests

On the Results section, select (double click) the Service

Request noted in step 20.15 above
Service Request details form is
displayed
20.25 Create Charge Order (if Select Charges tab
no entitlement)
20.26 Select Action sub tab Business Process field and Customer Support Comes by default
input/verify
20.27 Navigate to Service Activity field and input/verify Labor Transaction
20.28 Checked
Select Order Details tab and input check OM interface
20.29 Navigate to Pricing Rules tab and input/verify price list #@PRICELIST001@#
field
20.30 Navigate to Action tab Item Num field and input #@ITEM0019@#
20.31 Navigate to UOM field and input/verify Hr
20.32 Navigate to Quantity field and input/verify 1
20.33 Navigate to Ship To tab and select address from LOV Accept default Ship to address is populated
20.34 Navigate to Bill To tab and select address from LOV Accept default Bill to address is populated
20.35 Click on Submit button The charges are submitted
20.36 Click to the Order Status tab The Order Number is displayed
20.37 Close Service Request Navigate to Status field and select from LOV Closed

Click on Save button The Service Request is closed

20.38 Close Service Request screen by clicking on ‘X' at top
right corner
Close UWQ screen by clicking on ‘X' at top right corner Customer Support main menu is
displayed
20.39 Log out of Oracle (M) File > Exit Oracle Applications
Applications
Click OK button
30 Issue Return Material Authorization

Business Process: Business Flow: Summary Process:

Issue Return Material Service Request to Resolution for TeleService
Authorization −
(OF1079)

Event: Description:

Step# Process Step Path and Action Input Data Expected Results Actual Results
Description

30.00 Login to Self Service Enter username and password User Name = A selection of Responsibilities will
Web Applications Select (B) Connect #@USER0010@# display.
Password = welcome
30.01 Select appropriate responsibility Responsibility = Customer Customer Support main menu is
Support displayed
Click on Customer Support (link)

30.02 Issue Return Material

Authorization
30.03 Receive Service Contact (N) Customer Support >Customer Management> Contact Center form is displayed
Contact Center
Gather information
from contact about
individual or business

30.04 Validate customer Change/verify the Customer Type field Organization

records
30.05 Navigate to the Customer Name field and select from #@CUST0003@# Customer details are displayed
LOV
30.06 Navigate to the Contact Last Name field and select #@CUST0003−CON−LAST@#Contact details are displayed
from LOV (select Employee of)
(select Contact of)
30.07 Review Installed Base (M) Tools > Install Base Installed Base form displays the
products installed for the customer.
If no products are displayed execute a Quick Find using
Owner Name of "#@CUST0003@#
30.08 Select product by clicking on the Product Description Product Description = Product details are displayed
(link) DVD Player
Serial Number = Note <Item Instance # 3>: _________
DVD0050
30.09 Close Installed Base form by clicking on 'X' at top right Contact Center form is displayed with
corner of screen details of specified customer and
contact
30.10 Enter Service Request Click Service Request (tab) Service Request form is displayed on
bottom half of screen
30.11 Navigate to Account field and input/verify 1014 Note: This is a system generated
number and may differ from one
testing environment to another
30.12 Navigate to Item field and select from LOV DVD−0001 Item description is populated
30.13 Navigate to Serial Number field and select from LOV DVD0050
30.14 Navigate to Instance field and verify
< Item Instance #3> noted
If the Caution popup appears select Ok to acknowledge. in step 30.08 above
30.15 Assign Service Request Navigate to Owner field and verify/select from LOV Owner = The service request is assigned to the
to Resource #@EMPL0015−LAST@#, resource specified
#@EMPL0015−FIRST@#,
#@EMPL0015−MIDDLE@#
Navigate to Severity field and input L2 comes by default
30.16 Navigate to Summary field and input Problem with DVD Player
30.17 The Request field is populated. Note
Click on the Save icon from the Toolbar <Service Request # 3>: _____
30.18 Click on the Details tab

30.19 Click on the Workbench tab The Workbench tab is displayed with
the Problem Summary field populated
30.20 Issue Return Material Select Charges tab
Authorization
30.21 Select Action sub tab Business Process field and Customer Support
input/verify
30.22 Navigate to Service Activity field and input/verify Return for Credit
30.23 DVD−0001
Navigate to Action tab Item Num field and input
30.24 Navigate to UOM field and input/verify Ea
30.25 Navigate to Quantity field and input/verify −1
30.26 Navigate to Return Reason field on the Action tab and Damaged Product
select from LOV
30.27 Click on Item Instance tab
30.28 Navigate to Instance Number field and select from Reference Number and Serial Number
LOV <Item Instance #3> noted fields are populated
in step 30.08 above
30.29 Select Order Details tab and input check OM Interface Checked
30.30 Navigate to Pricing Rules tab and input/verify price #@PRICELIST001@#
list field
30.31 Navigate to Pricing tab No Charge field and Unchecked
input/verify
30.32 Navigate to Ship To address and select from LOV Accept default Ship to address is populated
30.33 Navigate to Bill To address and select from LOV Accept default Bill to address is populated
30.34 #@INVORGNAME0001@#
Navigate to Order Details Tab and Enter
Shipping/Receiving Warehouse
30.35 Click on Submit button The charges are submitted
30.36 Click to the Order Status tab The Order Number is displayed 3
30.37 Close Service Request Navigate to Status field and select from LOV Closed Status is changed to Closed
30.38 Click Save icon Service request is saved
30.39 Close Service Request form by clicking on ‘X' at top Contact Center form is displayed
right corner
30.40 Close Contact Center form by clicking on ‘X' at top Customer Support main menu is
right corner displayed
30.41 Log out of Oracle (M) File > Exit Oracle Applications SSWA Welcome page is displayed
Applications
Click OK button
30.42 Logout of SSWA page Click Logout link SSWA login page is displayed
40 Install Base Transfer and Update

Business Process: Business Flow: Summary Process:

Install Base Transfer and Service Request to Resolution for TeleService
Update

Event: Description

Step# Process Step Path and Action Input Data Expected Results Actual Results
Description

40.00 Login to Self Service Enter username and password User Name = A selection of Responsibilities will
Web Applications Select (B) Connect #@USER0010@# display.
Password = welcome
40.01 Select appropriate responsibility Responsibility = Customer Customer Support main menu is
Support displayed
Click on Customer Support (link)

40.02 Maintain Customer

Install Base: Transfer
Ownership

Customer Request for

Transfer of Customer
Product
40.03 May Co. has been Manual Process - Notification that May Company. has
acquired by First Union been acquired by First Union Corporation is received
Corporation
40.04 Transfer customer (N) Customer Support > Installed Base > Transfer Installed Base Search Product
installed base product Customer Item Instances window is displayed
individually
40.05 Perform Personalized Click on Personalize button The Advanced Product Search screen
Search is displayed
40.06 Scroll down the page and navigate to Party Name #@CUST0003@# Search is performed
field and input

Click on Go button
40.07 Select Party from LOV #@CUST0003@#
40.08 Scroll down the page and navigate to Save Search As <Search #@CUST0003@# Confirmation that search is saved is
Name field and input XXXX> where XXXX is displayed
current date in DDMM Note <Search # 1>: __________
format Note:
 You can include additional columns
in your results by using the Table
Personalization feature just above the
search button.

40.09 Click on Save and Apply Search button

40.10 Select the first item with Description = DVD Player Product Details page is displayed
and click on Description link
Note <Item Instances # 1>:
__________
40.11 Click on Owner link under Party Relationships on left Owner details are displayed
40.12 Navigate to Party Name field and input #@CUST0001@#

Click on Go button
40.13 Select from LOV FIRST Union Corp Party name and number fields are
populated
40.14 Navigate to Account Number field and input
Note: If there is only one
Click on Go button account for this party it Account number field is populated
will be defaulted

40.15 Click on Update button Confirmation stating ‘Owner

information updated successfully' is
(Note: Be sure to transfer Product back to May Co. displayed
when finished)
40.16 Mass Transfer Note: If using Mass Transfer, products must be
Products (May transferred back to original owner. Use Mass Transfer
Company) Products (#@CUST0001@#) to accomplish this.
This is required only if
the mass transfer is
required for all the items
40.17 Switch Responsibility Go to Home page and click on Responsibility Oracle Oracle Installed Base Oracle Installed Base Admin main
Installed Base Admin Admin menu is displayed

40.18 Transfer customer (N) Oracle Installed Base Admin > Mass Edit Mass Edit/Future Dated Transaction
installed base product form is displayed
by Mass Transfer
40.19 Navigate to Name field and input Transfer of Name field is populated
#@CUST0003@#
40.20 Navigate to Scheduled Date field and select from LOV <Today's date> Scheduled Date and Status Code
fields are populated
40.21 Click on Find instances button Find Instances form is displayed
40.22 Navigate to Party Details Name field and select from #@CUST0003@# Party name and number fields are
LOV populated
40.23 Click on Find button at bottom of form Mass Edit form is redisplayed with
the Instance Details section populated
with products owned by specified
party
40.24 Click on Save button ‘Transaction complete' message is
displayed
40.25 Under Party Details section, navigate to Party Source Party Party Source field is populated
field and select from LOV
40.26 Navigate to Name field and select from LOV #@CUST0001@# Name field is populated
40.27 Navigate to Relationship field and verify/select from Owner
LOV
40.28 Navigate to Process field and input Checked
40.29 Navigate to Account Num field (under Account <Accept default>
Details tab) and select from LOV
40.30 Navigate to Relationship field and select from LOV Owner Relationship field is populated
40.31 Click on Save button ‘Transaction complete' message is
displayed
Click on Submit button Submitted request message is
displayed
Note <Concurrent ID # 1>:
Click on OK button on Note popup

Note Instance Num (under Instance Details tab) Note <Instance Num # 2>: ______
_
40.32 Close Mass Edit form by clicking on ‘X' on top right Oracle Installed Base Admin main
corner of form menu is displayed
40.33 (M) View> Requests Find Requests screen is displayed
Select All My Requests radio button

Click on Find button Requests screen is displayed

40.34 Verify that <Concurrent ID # 1> completed normally

Close Requests form by clicking on ‘X' on top right

corner of form Oracle Installed Base Admin main
menu is displayed
40.35 Switch Responsibility (M) File > Switch Responsibility Customer Support Customer Support main menu is
displayed
40.36 Verify products have (N) Customer Support > Installed Base > View Oracle Installed Base screen is
been transferred Customer Item instances displayed
40.37 Navigate to Quick Find field and verify/select from Item Instance
LOV
40.38 Navigate to Search field and input Instance Number. <Instance Num # 1> Product Details page is displayed
Click on Product Description link.
40.39 Click on Owner link (under Party Relationships on Owner Details are displayed
left)
40.40 Navigate to Owner field and verify #@CUST0001@#
40.41 Close Installed Base screen by clicking on ‘X' on top Customer Support main menu is
right corner displayed
40.42 Mass Transfer
Products (First Union
Corporation)
40.43 Switch Responsibility (M) File > Switch Responsibility Oracle Installed Base Oracle Installed Base Admin main
Admin menu is displayed
40.44 Transfer customer (N) Oracle Installed Base Admin > Mass Edit Mass Edit/Future Dated Transaction
installed base product form is displayed
by Mass Transfer
40.45 Navigate to Name field and input Transfer of Name field is populated
#@CUST0001@#
40.46 Navigate to Scheduled Date field and select from LOV <Today's date> Scheduled Date and Status Code
fields are populated
40.47 Click on Find Instances button Find Instances form is displayed
40.48 Navigate to Party Details Name field and select from #@CUST0001@# Party name and number fields are
LOV populated
40.49 Click on Find button at bottom of form Mass Edit form is redisplayed with
the Instance Details section populated
with products owned by specified
party
40.50 Click on Save button ‘Transaction complete' message is
displayed
40.51 Under Party Details section, navigate to Party Source Party Party Source field is populated
field and select from LOV
40.52 Navigate to Name field and select from LOV #@CUST0003@# Name field is populated
40.53 Navigate to Relationship field and verify/select from Owner
LOV
40.54 Navigate to Process field and input Checked
40.55 Navigate to Account Num field (under Accounts tab) 1014 (accept the default Note: This is a system generated
and select from LOV from LOV) number and may differ from one
testing environment to another
40.56 Navigate to Relationship field and select from LOV Owner Relationship field is populated
40.57 Click on Save button ‘Transaction complete' message is
displayed
Click on Submit button Submitted request message is
displayed.
Note <Concurrent ID # 2>: ______
Click on OK button

Note Instance Num (under Instance Details tab)

Note <Instance Num # 1>: ______
Note <Instance Num # 2>: ______
40.58 Close Mass Edit form by clicking on ‘X' on top right Oracle Installed Base Admin main
corner of form menu is displayed
40.59 (M) View> Requests Find Requests screen is displayed
Select All My Requests radio button

Click on Find button Requests screen is displayed

40.60 Verify that <Concurrent ID # 2> completed normally

Close Requests form by clicking on ‘X' on top right

corner of form Oracle Installed Base Admin main
menu is displayed
40.61 Switch Responsibility (M) File > Switch Responsibility Customer Support Customer Support main menu is
displayed
40.62 Verify products have (N) Customer Support > Installed Base > View Oracle Installed Base screen is
been transferred Customer Item Instances displayed
40.63 Navigate to Quick Find field and verify/select from Item Instance
LOV

40.64 Navigate to Search field and input <Instance Num # 1> Product Details page is displayed
40.65 Click on Owner link (under Party Relationships on Owner Details are displayed
left)
40.66 Navigate to Owner field and verify #@CUST0003@#
40.67 Repeat steps 40.65 - 40.66 for products <Instance Num
# 2>
40.68 Close Installed Base screen by clicking on ‘X' on top Customer Support main menu is
right corner displayed

Exit Oracle Applications.