5

Service Requests

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Implementing Oracle Engagement Cloud 5 - 1

Objectives

After completing this lesson, you should be able to:

• Describe the data captured in a Service Request (SR)
• Describe the purpose and use of Service Request Categories
• Describe the setup required to support SR creation and handling
• Describe some common configuration options available for SR processing
• Set an SR profile option
• Set a default SR search

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Service Requests

• Capture an issue or question that needs to be tracked and resolved

• Are typically created by and associated with a customer, but can also be created to
capture a service-related issue from a partner or employee
• Are typically managed by a customer service representative, but can be shared with
and/or assigned to resources such as Sales Representatives or back office staff with
special expertise

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 Service Requests in Engagement Cloud

• Are represented as an object with:

– Field values, which hold basic data related to the SR
– Messages, which are child objects that hold information on all communications
between the customer and resources regarding the SR
– Relationships, including standard and custom relationships

An automatically-
assigned unique
internal identifier for
the SR. This cannot
be edited

The next action due

The person who is the
on the SR, as
primary recipient of
determined by the
responses about the SR
applicable Service
Level Agreement

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The only field that is always required to be populated by the user is the SR Title. All other fields are
optional in the standard user interface.

The reference number is an automatically-assigned unique internal identifier for the SR that cannot
be edited

Certain other fields in the Service Request are typically automatically set by the application, although
most can also be set or changed manually by an agent. For example:
Primary Contact: the person who will be the primary recipient of messages related to this SR
Milestone: The next action due on the SR, as determined by the applicable Service Level
Agreement

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 Service Request Attributes Used to categorize the SR
such as by type of product
or service

The collection of SRs

to which this SR is
assigned

Resource that owns

the SR (the primary
team member)

The channel through

which the SR was
originally captured. This
does not constrain which
channels can be used to
communicate with a
customer subsequently.

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Some other important fields in the Service Request that can be assigned automatically or manually
include:
• Product and Category: These are hierarchies that are set up for the application as a whole,
and then used throughout the application to categorize items, such as SRs, knowledge
articles, assignment rules Note: Unlike Service Cloud, Products and Categories in
Engagement Cloud are independent hierarchies
• Channel Type: indicates how the SR entered the system (email, phone, web, etc.). This
channel does not limit which channels can be used to communicate with a customer on a
later SR message
• Assigned To: the resource that owns the SR. This is also known as the primary team
member
• Queue: indicates which queue the SR is assigned to. Queues are collections of SRs with
characteristics in common, such as SRs related to the same product, or SRs at a particular
severity level. Resources such as agents with special training of expertise are associated
with queues so that SRs will be handled by the most qualified agents.

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Service Request Relationships

– As delivered relationships include:

— Contact
— The Primary Contact field may a customer, partner, or employee contact
— You can also associate multiple non-primary additional contacts to the same SR
— Account
— Populate this field when you are implementing a Business-to-Business (B2B) scenario. In this
case, validation requires that the Primary Contact must be associated with that Account
— Asset
— This field is not displayed in the as-delivered page layout, but it can be exposed through
extensibility
— Partner Account
— When this relationship is used, it internally marks the SR as a partner SR and the primary
contact must be a partner
— SR Messages
— A child object of the SR. Each message that flows between the customer and the
agent/employee is a new child object
– You can also add custom relationships to the SR object using Application Composer
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 Status and Status Types

• There are five Status Types that are seeded in Engagement Cloud as delivered
– New
– In Progress
– Waiting
– Resolved
– Closed
• The five seeded status types cannot be deleted or changed, but additional types can be
created and mapped to one of the seeded types

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Seeded status types cannot be deleted because they are used in other parts of the application, such
as the calculation of milestones.

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Lifecycle of a Service Request

New In Progress Resolved Closed

• Set by an automatic job

after a specified number
Users can reopen if required of days
• Users cannot
manually set
• Permanent once set
Waiting

For example, waiting on

customer

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Implementing Oracle Engagement Cloud 5 -

 Creating a Custom Status

• Use the "Manage Service Request

Status Values" task to create a custom
status
– The custom status must be
mapped to one of the existing
seeded types
– The new status name can be set to
match company terminology, such
as "Initial Filing", "Waiting for
Secondary Approval", "Disposed",
and so on
The new status
• Custom status values are shown in the will be mapped to
the seeded Closed
application user interface, for example, status
in lists

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Custom status values are used in other parts of the application, such as the calculation of
milestones, in the same way as the seeded status that they are mapped to. So, for example, setting
the status of a Service Request (SR) to a custom status that is mapped to the seeded In Progress
status will indicate to the application that the SR should be handled in the same way that an SR with
the seeded In Progress status is handled.

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 Service Request Categories

• Are a hierarchical structure of groups of values that can be used to classify service
requests
– Each SR is assigned to a category when the SR is created
– Assignment rules can be set up to assign SRs to queues based on their category
– Knowledge articles can be associated to categories
• Provide the flexibility to create a separate hierarchy for SRs based on qualities other
than product, such as:
– Region
– Sales method, such as online or in-store
– Warranty status
– Product age
– Nature of the problem (such as Activation, Upgrade, Break/Fix, General Inquiry)
– And so forth

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Note that categories can be used as criteria for assigning SRs to queues/agents, so for example, if
you want to assign SRs on the basis of warranty status rather than or in addition to product,
categories give you that option.

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Creating Service Request Categories

• Use the "Manage Service Request Categories" task to create categories

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Channel

• A medium through which a message is transmitted

– Oracle Engagement Cloud offers various channel types, such as phone, email, or
web
• Some channel types are seeded to only have one default channel (for example: phone
and web)
– In R13, the email channel type can have multiple channels
• Channel is an extensible object in R13, but the front end user interface is not extensible,
so only backend integrations are supported

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Implementing Oracle Engagement Cloud 5 -

Messages

• Represent a communication with respect to an SR, such as a communication between

the end user who filed the SR and a customer service representative handling the SR
• Are child objects of the SR, with a one-to-many relationship
– A single SR can have many messages across multiple channel types
• Are classified as one of four types

Customer Entry Forward: sends an

A message from Service Representative email to another Another Resource
Customer
the customer resource to get their
attention on an SR

Response:
A message from Internal Note: a message attached to the
the service agent to SR, visible to internal resources, but not
the customer sent to the customer

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• Customer Entry: a message from the customer

• Response: a message from the service agent to the customer
• Internal Note: a message attached to the SR visible to internal resources, but not sent to the
customer
• Forward: a message sent by email to draw attention to the SR. The recipients of the email
can be internal resources or others

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 Implementation Steps

• The most common steps for setting up Service Request Management include:
– Setup the channels for service agents to use with SRs
– Define a SR Category hierarchy to categorize SR data
– Define a Service Product Catalog to categorize SR data
– Setup email templates for outbound notifications
– Define automatic Queue assignment rules
– Define Service Level Agreement rules
– Define role based layouts for the SR pages, including the landing (list), create, and
edit pages
– Define available saved searches for each role

Continued...

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Some of these modifications/configurations are covered later in this lesson, and others are covered
in subsequent lessons.

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Implementation Steps

• Optionally, you can also modify:

– Service Request Profile options
– Lookup values for SR severity, internal priority, channel types, sources, resolutions,
problem types, or status values
– Keystrokes associated with the available Keyboard shortcuts

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 Create Automatic Queue Assignment Rules

• Instead of assigning SRs to a queue manually, most implementations create business

rules that will be applied to each newly-created SR to assign it to an appropriate queue
based on characteristics such as:
– Severity
– Product
– Channel
– Category
– And so forth

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SRs can be assigned to a queue using Assignment Manager rules in both R12 and R13.
R13 also supports assigning an SR to an available resource for its queue with Omnichannel rules.
This topic is covered in more detail in a subsequent lesson.

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Change Page Layouts

• Using Application Composer

– For example
— Create multiple page layouts for different job roles
— Create multiple page layouts to hide/show fields based on the category of the SR
• More information is available in Oracle Sales Cloud extensibility training

TypeTextHere
You may choose to hide this field from
Customer Service Representatives, and
make it available to Managers only

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Implementing Oracle Engagement Cloud 5 - 17

Create Saved Searches

• Saved searches are searches with parameters that have been configured to select SRs
that meet certain criteria and then saved with a descriptive name
– For example, a search for open SRs that are critical, named Critical Service Requests
• The administrator can make a saved search available to all users or users by role
• End users such as customer service agents can create saved searches for themselves
• Saved searches are added to the list of searches and can be set as the default search

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Implementing Oracle Engagement Cloud 5 - 18

Set Profile Options

• To configure new SR handling and default values, such as:

– Default Severity
– Default Status
– Default Queue
– Format for auto-generated SR reference numbers

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Change Lookup Values

• To be appropriate for your enterprise's business model or terminology

– For example, you can change the available SR severity levels from low/medium/high
to green/yellow/red, or you could add additional severity levels such as extreme
• Using the Manage Standard Lookups task in Setup and Maintenance

Default lookup
values New lookup values

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Implementing Oracle Engagement Cloud 5 - 20

Lesson Highlights

• A Service Request captures data relevant to an issue that needs to be tracked and
resolved
– Typically, the issue is raised by a customer end user and handled by a customer
service representative
• You can configure basic SR processing in various ways as appropriate for your business

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Practice

• Set a default search

• Modify default severity value
• Define service categories

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