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How to Create a Service Request in Oracle CRM

How to Create a Service Request in Oracle CRM. BUPERS-074 10 August 2018. Create a Service Request. Click on expand NPC Call Center Agent Click on expand Service Request Click on Create Service Requests. Create a Service Request. Fill in form with information. Fill in SR Form.

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How to Create a Service Request in Oracle CRM

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  1. How to Create a Service Request in Oracle CRM BUPERS-074 10 August 2018

  2. Create a Service Request • Click on expand NPC Call Center Agent • Click on expand Service Request • Click on Create Service Requests

  3. Create a Service Request • Fill in form with information

  4. Fill in SR Form • Enter member account number (SSN) or name • Select the “TAB” key to move the cursor to the next field • If customer info populates automatically, then move on to the next block • If customer info does not auto populate then you must create customer profile (see Create Customer Profile)

  5. Create Customer Profile • Create customer profile by entering information in the customer block that auto populates • Then press OK

  6. Fill in SR Form • Enter the request type by typing it in and pressing tab or click on the 3 dots on the right of the block and enter % and browse options • Customer Type is person

  7. Enter Service Request status (generally Open or Closed) • Enter Severity Code

  8. Severity Code is how the request was received (e-mail, chat, phone, etc.)

  9. Fill in SR Form • Enter Group you are sending the SR to

  10. Fill in SR Form • Enter Owner if you are sending the SR to a specific person in that group • Enter Problem Summary-NOTE: This is what the customer sees in their e-mail notification • The Problem Summary is a brief description of the SR and the KMA # if one was used

  11. Fill in SR Form • The problem code will be specific to that SR (i.e. Request Type is Federal Benefits Branch and the Problem Code may be Dependent Eligibility)

  12. Fill in SR Form • Enter Urgency (generally FORAC [For action])

  13. Fill in SR Form • Enter the Resolution Code • BRT: Business Rule Transfer (if you transferred to another Tier II, Tier I or Tier II) • FCR: First Contact Resolution (if you were able to resolve the SR at your level) • Enter notes by clicking New

  14. Create a Service Request • Save service request by clicking on floppy disc icon

  15. Download Attachment • To download attachment click on attachment icon at top

  16. Download Attachment • Click on Source tab at the top • Enter file for Category and Data type

  17. Download Attachment • Click inside File or URL box • The following pop-up window will show: • Do not click on it yet -leave it open

  18. Download Attachment • Another window will open with a file upload • Browse and select file and click submit

  19. Download Attachment • You will get the following confirmation: • Then click Yes on file uploaded successfully • Close attachment window 7. Close SR window-Complete

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