Practice - Working With Customer Confirmations

Distribution
D49631GC10
Ownership
The Job Title [list@YourCompany.om!"ub#et$%&'((((() is responsible *or ensurin+ that this
,oument is neessary an, that it re*lets atual pratie.
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Practice - Working With Customer Confirmations
Overview
The purpose o* this e(erise is to ,emonstrate ho- to -or. -ith ustomer on*irmations.
You ,e*ine the ustomer on*irmation re/uirement onstraint *or a tas. usin+ the Dispath
Center. The ustomer on*irmation re/uirement an also be establishe, -hile reatin+ or
up,atin+ a tas. in the "er0ie 1e/uest -in,o-.
The &utonomous "he,uler onurrent pro+ram -ill she,ule tas.s re/uirin+ ustomer
on*irmation.
The &uto Commit onurrent pro+ram -ill s.ip these tas.s. This -ill enable ,ispathers to
on*irm the tehniian2s 0isit -ith the ustomer3 be*ore releasin+ the tas. to the tehniian.
Dispathers an interati0ely reor, the on*irmation reeipt at the time o* she,ulin+ the tas. to
a spei*i tehniian3 usin+ the "he,ule Tas.s -in,o-.
Dispathers an anel an, reon*irm the tehniian4s 0isits. The Customer Con*irmation
-in,o- in the Dispath Center .eeps tra. o* repeate, reshe,ules an, reon*irmations that
-ere initiate, by the ser0ie or+ani5ation 6an, not the ustomer7.
Assumptions
8rale 9:'usiness "uite 11;.
1esponsibility< Customer "upport3 =ision 8perations an, >iel, "er0ie ?ana+er3
=ision 8perations
%o+in< ser0ie@-elome
You must ha0e aess to an 8rale &ppliation =ision ,atabase or omparable trainin+
or test instane at your site on -hih to omplete this pratie.
Tasks
Create Two Service Requests and Tasks - Customer Support
&tin+ as a ustomer support a+ent you -ill reate t-o ,i**erent brea.@*i( ser0ie re/uests an,
tas.s. &ll o* the ser0ie re/uests are *or "erial number >"3001 an, the ontat name is &n,re
'eaulie. The problem summary is &,,in+ Aar,-are -ith a note ,esription o* issue -ith a,,in+
D=D -riter. 9ah ser0ie re/uest -ill ha0e one tas. to a,, har,-are -ith a tas. type o*
,ispath.
Bhen reatin+ one o* the ser0ie re/uests an, tas. you -ill establish ustomer on*irmation *or
the tas. usin+ the "er0ie 1e/uest -in,o-.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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Add the Customer Confirmation Requirement for a Task
&tin+ as the ,ispather3 you -ill a,, the ustomer on*irmation re/uirement to one o* the tas.s
you reate, abo0e usin+ the Customer Con*irmation -in,o- that you aess *rom the >iel,
"er0ie Dispath Center.
You -ill 0ie- the ,i**erent statuses an, button titles that han+e ,urin+ this proess. Clus3 you
-ill to++le the ustomer on*irmation re/uirement *rom re/uire, to not re/uire,.
Schedule the Task
You -ill then she,ule the tas. that has the ustomer on*irmation re/uirement usin+ the
"he,ule Tas. -in,o- aesse, *rom the >iel, "er0ie Dispath Center. You -ill she,ule the
tas. to the lo-est ost option. &*ter you she,ule the tas. you -ill 0ie- the tas. in the Gantt
hart to 0ie- the ion that appears to in,iate that a ustomer on*irmation is re/uire, *or this
tas..
Record the Receipt of the Customer Confirmation
De(t you -ill reor, the reeipt o* the ustomer on*irmation usin+ the Customer Con*irmation
-in,o- one a+ain. You -ill then aess the Gantt hart *or that tas. an, 0ie- the ion that
appears to in,iate the ustomer on*irmation has been reei0e,.
Set the Customer Confirmation Requirement Again
"ome thin+ has ourre, in your en0ironment -here you nee, to +et another ustomer
on*irmation. En this step3 you -ill set the ustomer on*irmation re/uirement one a+ain *or the
tas. you ha0e been -or.in+ -ith. Fsin+ the Customer Con*irmation -in,o- you -ill set the
re/uirement an, 0ie- the ounter that is inremente, by the system to .eep tra. o* this sort o*
situation.
Review the Customer Confirmation Requirement for the Second Task
"till atin+ as the ,ispather3 you -ill re0ie- the ustomer on*irmation re/uirement *or the
seon, tas. that you reate, abo0e -hen ,e*inin+ the ser0ie re/uest. You -ill use the Customer
Con*irmation -in,o- aesse, *rom the >iel, "er0ie Dispath Center to re0ie- the
re/uirement.
Receive Customer Confirmation and Schedule the Task at the Same Time
>inally3 you -ill reei0e the ustomer on*irmation an, she,ule this seon, tas. all at the same
time usin+ the "he,ule Tas. -in,o- aesse, *rom the >iel, "er0ie Dispath Center. This
proess illustrates a ,i**erent approah to reei0in+ the ustomer on*irmation.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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*olution + Working With Customer Confirmations
Create Two Service Requests and Tasks - Customer Support
Responsibilit ! Customer Support" #ision Operations
1. Da0i+ate to the "er0ie 1e/uest -in,o-.
6D7 "er0ie 1e/uests G Create "er0ie 1e/uests
;. 9nter the *ollo-in+ in*ormation<
Field Value
Contat Type Customer (Default)
Contat %ast Dame Beaulie
"erial FS3001
The appliation he.s *or any open ser0ie re/uests lo++e, *or this item. & aution -in,o-
pops up i* an open ser0ie re/uest e(ists *or this item.
3. 6'7 Continue Creation
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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4. 6T7 Bor.benhH enter the *ollo-in+ in*ormation<
Field Value
Croblem "ummary Add hardware
Croblem Co,e HARDWR (Hardware Prolem)
Dote IType4 68ptional7 Prolem Des!ri"tio#
Dote IDesription4 68ptional7 $ssue with addi#% a DVD writer
J. 6E7 "a0e
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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The system he.s *or any ,upliate ser0ie re/uests. The Cotential Dupliate "er0ie
1e/uest -in,o- appears listin+ potential ,upliate ser0ie re/uests.
6. 6'7 Dot a ,upliate
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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The ser0ie re/uest number is assi+ne,. You mi+ht notie that the Group an, 8-ner *iel,
are *ille, in -ith the o-ner in*ormation. "er0ie re/uest +roup an, o-ner are ,e*aulte, an,
assi+ne, *rom the Cro*ile 0alues.
K. Create Tas.<
6T7 Tas.s : in the "er0ie 1e/uest -in,o-
9nter the *ollo-in+ in*ormation<
Field Value
Type Dis"at!h
"tatus $# Pla##i#%
Criority 68ptional7 &edium
&ssi+nee Type 'm"lo(ee Resour!e
"ub#et Add Hardware
Des 6,esription7 68ptional7 Add Hardware
Clanne, "tart Date S(stem date a#d time
Clanne, 9n, Date Defaults from Res"o#d B(
6'7 "a0e
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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Tas. number -ill appear in the Dum *iel, an, the tas. reor, -ill appear in the sprea,
table.
Close the "er0ie 1e/uest -in,o-.
L. Create another ser0ie re/uest an, tas. by *ollo-in+ steps 1 throu+h K abo0e. En step K3 you
-ill enter all o* the same in*ormation e(ept you -ill selet the Con*irmation 1e/uire,
he. bo(. 9nter the *ollo-in+ in*ormation *or step K -hen reatin+ your seon, ser0ie
re/uest an, tas.<
Field Value
Type Dis"at!h
"tatus $# Pla##i#%
Criority 68ptional7 &edium
&ssi+nee Type 'm"lo(ee Resour!e
"ub#et Add Hardware
Des 6,esription7 68ptional7 Add Hardware
Clanne, "tart Date S(stem date a#d time
Clanne, 9n, Date Defaults from Res"o#d B(
Con*irmation 1e/uire, Sele!ted
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page , of 20 )e &
Add the Customer Confirmation Requirement for a Task
Res"o#siilit( ) Field Ser*i!e &a#a%er+ Visio# ,"eratio#s
9. Da0i+ate to the >iel, "er0ie Dispath Center.
6D7 >iel, "er0ie Dispather G Dispath Center
10. "elet the tas. you #ust reate, that ,oes not ha0e the ustomer on*irmation in the Tas.s list
setion an, ri+ht li..
11. "elet Customer Con*irmation *rom the a0ailable options.
The Customer Con*irmation -in,o- appears.
1;. 6'7 "et to 1e/uire,
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page - of 20 )e &
Customer Con*irmation *iel, han+es *rom Dot 1e/uire, to 1e/uire,
13. Close the Customer Con*irmation -in,o-.
14. 1e0ie- the urrent status o* the on*irmation re/uirement<
6T7 80er0ie-
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &0 of 20 )e &
Dotie that the button at the bottom o* the 80er0ie- tab is title, Customer
Con*irmation 1e/uire,
1J. Chan+e the on*irmation re/uirement ba. to not re/uire,<
6'7 Customer Con*irmation 1e/uire,
6'7 "et to Do 6'7 Yes
Customer Con*irmation *iel, han+es *rom 1e/uire, to Dot 1e/uire,
6'7 "et to 1e/uire,
The ,ispather an set an, unset the re/uirement as neessary.
Close the Customer Con*irmation -in,o-.
Schedule the Task
16. "elet the tas. that you #ust reate, the ustomer on*irmation re/uirement *or in the Tas.s
list setion an, ri+ht li..
1K. "elet "he,ule *rom the a0ailable options.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page && of 20 )e &
1L. 9nter the *ollo-in+ in*ormation<
Field Value
&ssistane %e0el $#telli%e#t
Territory Muali*iers he. bo( Sele!ted
"pares : &0ailability Con,ition -o Parts
19. 6'7 "earh
The &,0ie tab appears listin+ all the eli+ible resoures.
;0. "elet the lo-est ost resoure in the 1esults setion an, 6'7 "he,ule
The system she,ules the tas. to that resoure an, the "he,ule Tas. -in,o- loses.
You -ill not be able to ommit@release this tas. to the tehniian until the ustomer
on*irmation is reei0e,.
;1. 6E7 Gantt
;;. ?o,i*y the time *rame *ormat<
"elet one o* the ,ate olumn hea,in+s an, ri+ht li.
"elet Three Aours
;3. %oate the resoure an, tas. you #ust she,ule,.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &2 of 20 )e &
Dotie the ion that appears *or the tas. that in,iates the urrent ustomer on*irmation
re/uirement.
;4. "elet the tas. in the Gantt hart an, ri+ht li..
Dotie that the Commit Tas. option is not an a0ailable option *or this tas. at this time.
Customer Con*irmation must be reei0e, be*ore the tas. an be ommitte, to the tehniian.
Record the Receipt of the Customer Confirmation
;J. "elet the tas. that has the ustomer on*irmation re/uirement in the Tas.s list setion an,
ri+ht li..
;6. "elet Customer Con*irmation *rom the a0ailable options.
The Customer Con*irmation -in,o- appears.
;K. 6'7 "et to 1eei0e,
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &$ of 20 )e &
Customer Con*irmation *iel, han+es *rom 1e/uire, to Con*irme,
;L. Close the Customer Con*irmation -in,o-.
;9. %oate the resoure an, tas. a+ain in the Gantt hart.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &" of 20 )e &
Dotie the ion that appears no- *or the tas. that in,iates the urrent ustomer
on*irmation re/uirement.
30. 6E7 Tas. ,etail tabbe, pa+es
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &# of 20 )e &
Dotie that the button at the bottom o* the tab is no- title, Customer Con*irmation 1eei0e,
&*ter reeipt o* the ustomer on*irmation you an no- ommit@release the tas. to the
tehniian.
Obtain Customer Confirmation Again
31. 6'7 Customer Con*irmation 1eei0e,
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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3;. 6'7 "et to 1e/uire,
& Deision -in,o- appears N Es the han+e re/ueste, by the ustomer!
33. 6'7 Do
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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The &,0ane, "he,uler -ill .eep tra. o* the number o* 0iolations a+ainst on*irmations
-ith the ustomer an, populates the Customer Con*irmation Counter *iel,.
The ounter -ill .eep tra. o* the number o* times on*irmations -ere ma,e an, 0iolate,.
This is a +oo, in,iator o* the she,ulin+ e**eti0eness an, a measure *or ustomer
satis*ation.
34. Close the Customer Con*irmation -in,o-.
Review the Customer Confirmation Requirement for the Second Task
Res"o#siilit( ) Field Ser*i!e &a#a%er+ Visio# ,"eratio#s
3J. "elet the seon, tas. you #ust reate, that ha, the on*irmation re/uirement establishe, in
the "er0ie 1e/uest -in,o- in the Tas.s list setion an, ri+ht li..
36. "elet Customer Con*irmation *rom the a0ailable options.
The Customer Con*irmation -in,o- appears.
Dotie that the Customer Con*irmation *iel, is alrea,y set at 1e/uire,.
3K. Close the Customer Con*irmation -in,o-.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &, of 20 )e &
3L. 1e0ie- the urrent status o* the on*irmation re/uirement<
6T7 80er0ie-
Dotie that the button at the bottom o* the 80er0ie- tab is title, Customer
Con*irmation 1e/uire,
Receive Customer Confirmation and Schedule the Task at the Same Time
39. "elet the tas. that you #ust re0ie-e, the ustomer on*irmation re/uirement *or in the Tas.s
list setion an, ri+ht li..
40. "elet "he,ule *rom the a0ailable options.
The "he,ule Tas. -in,o- appears.
41. 9nter the *ollo-in+ in*ormation<
Field Value
&ssistane %e0el $#telli%e#t
Territory Muali*iers he. bo( Sele!ted
"pares : &0ailability Con,ition -o Parts
4;. 6'7 "earh
The &,0ie tab appears listin+ all the eli+ible resoures.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
'ffectie 07($0(07 Page &- of 20 )e &
43. "elet the lo-est ost resoure in the 1esults setion an, selet the Customer Con*irmation
1eei0e, he. bo( un,er the "he,ule button.
Dotie that -hen you selet the Customer Con*irmation 1eei0e, he. bo( the "he,ule
-ith "tatus *iel, han+es *rom Clanne, to &ssi+ne,.
44. 6'7 "he,ule
The system she,ules an, ommits the tas. to that resoure an, the "he,ule Tas. -in,o-
loses.
4J. 1e0ie- the urrent status o* the on*irmation re/uirement<
6T7 80er0ie-
Dotie that the button at the bottom o* the 80er0ie- tab is title, Customer
Con*irmation 1eei0e,
46. 1e0ie- the urrent tas. status<
%oate the Tas. "tatus *iel,.
Dotie that the Tas. "tatus *or this tas. is assi+ne, 0ersus planne,.
Copyright Oracle, 2007. All rights resere!.
Practice - Working With Customer Confirmations 2"#0"$%7&.!oc
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