Sunday, March 17, 2013

Service and Contact Center Process

Posted by at 8:48 AM Read our previous post

Service Request
When the customer contacts to ask for certain service, the agents needs to quickly access the customer record in order to address the needs of the customer. After reviewing the installed base for the customer, the agent then creates the Service Request for that customer. Once the service request is created an automatic notification is sent to the customer via email or SMS stating the service request number.

Task Assignment
When the service request is created, based on the service request type, tasks are automatically created using the task templates. These tasks are assigned to the service technician using the assignment engine based on their availability, skill group or can be manually assigned.

Knowledge Base
Knowledge base provides the repository of the solutions for the know problem. Before working on the tasks assigned to the technician, he can check the knowledge base to see if there is a solution available to the problem assigned to him. This saves a lot of time spent in reworking the similar problems.

The service requests asked by the customers can be chargeable or non chargeable. If the request is chargeable it is very important that all the charges are applied accurately and the invoice been sent to the customer. One can predefine the charges for the labor, transport, materials etc based on different parameters.  This helps the technician to accurately create the charges sheet and give to the customer.

You many also like to read        Lead to Order Process
                                                Marketing Process Flow


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    Sridevi Koduru (Senior Oracle Apps Trainer
    LinkedIn profile -
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