Service-Related Products and Modules

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There are number of stand-alone and bundled modules that form a part of the Oracle Service category

Oracle TeleService is the primary product that service agents use to manage the Service Request to Resolution process.

Stand-Alone Products

Following are brief descriptions of the stand-alone products:

Oracle TeleService

Oracle TeleService is an Interaction Center solution that provides service agents with the information that they need to respond to and resolve customer inquiries.

Oracle Field Service

Oracle Field Service automates the process of dispatching field service technicians to service calls in remote locations.

Oracle Depot Repair

Oracle Depot Repair is an enterprise-wide solution for managing product exchanges, returns, and repairs.

Oracle iSupport

Oracle iSupport gives customers and employees immediate access to customer service information over the Web.

Oracle Service Contracts

Oracle Service Contracts is an entitlement and warranty tracking solution.

Bundled Modules

Following is a brief description on the bundled modules. Although some of these modules can be stand-alone, they are generally leveraged by other Service products:

Oracle Install Base

Oracle Install Base is a product information repository that tracks location, status, party, relationships, configuration, ownership, accounts, and change history for a product, an asset, or software license.

Counters

The Counters module tracks the usage of a customer’s product or service.

Oracle Knowledge Management

Oracle Knowledge Management is solution management repository that provides functionality to other Oracle Service Applications.