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February 5, 2016

2/05/2016 06:52:00 AM
Request to Resolution

The Request to Resolution business procedure enables a customer or customer service representative to create a service request, search for a solution from Knowledge Management, resolve, and close that service request. This business flow enables companies to manage the service request life cycle including service request escalation and charges for the service provided. However, the business flow in the slide does not reflect the complete back-end integration with many of the shared entities. The modules displayed in the slide depict more of the front-end functionality. The dotted lines (- - - - - ) in the slide show some of the additional options to resolve a service request.
Oracle Request to Resolution Cycle
Oracle Request to Resolution Cycle

Customer: A customer has purchased a product from a merchant who has implemented
iSupport. The customer logs in to iSupport.
iSupport: When logged into iSupport, the customer can view and update the installed base.
Installed Base: The products owned by the customer account. This can be done automatically or manually.
Inventory: Only products in Inventory can be added automatically or manually.
Knowledge Management: Search for solutions by using Knowledge Management. If you cannot find a solution, you can submit a service request.
Teleservice: The merchant facing application used by the merchant’s support personnel
Order Capture Foundation APIs: From iSupport or Teleservice, a customer can also create a return material authorization (RMA). When an RMA is created, it is submitted to the Order Fulfillment cycle.
Order to Cash: Order Fulfillment can also refer to the Order to Cash flow. When it is in the Order to Cash flow, the order is credited with line types for a return.

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