Br100 Oracle Teleservice

AIM
BR.100 TELESERVICE BASELINE

APPLICATION SETUP
Tektronix
EVAL Project
Author:
Ashwin Pingali
Creation Date:
Jun. 27, 05
Last Updated:
Aug. 23, 11
Document Ref:
TSSetup - Cheetah
Version:
1.0
Approvals:
<Approver 1>
<Approver 2>
BR.100 Teleservice Baseline Application

Setup
Doc Ref: Error: Reference source not found

Error: Reference source not found
Document Control
Change Record
Date
Author
Version
Change Reference
27-Jun-05
Ashwin Pingali
1.0
No previous document
Reviewers
Name
Position
Distribution
Copy
No.
Name
Location
1
2
3
4
Library Master
Project Library
Project Manager
Note To Holders:
If you receive an electronic copy of this document and print it out, please
write your name on the equivalent of the cover page, for document control
purposes.
If you receive a hard copy of this document, please write your name on the
front cover, for document control purposes.
EVAL Project
File Ref: 65865541.doc
)
(v. Error: Reference source not found
Application Set Up Control Sheet - Teleservice

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Contents
Document Control.......................................................................................ii
Application Set Up Control Sheet - Teleservice...........................................1
JTF: Setup Note Types.................................................................................4
JTF: Mapping Note Types to a Source.........................................................5
JTF: Profile Options......................................................................................6
JTF: Define Roles........................................................................................8
JTF: Define Role Types...............................................................................9
JTF: Create HR Employee with Correct Responsibility..............................10
JTF: Import Resources..............................................................................15
JTF: Define Task Types.............................................................................18
JTF: Define Task Statuses.........................................................................19
JTF: Define Task Priorities........................................................................21
JTF: Define Task Templates......................................................................22
JTF: Define Territories Setup Qualifiers.................................................23
JTF: Setup Territories...............................................................................24
JTF: Setup Territory Types........................................................................27
JTF: DEFINE JTFBRM User..........................................................................28
JTF: Start the Workflow Background Process...........................................29
JTF: Start the Business Rule Monitor........................................................30
JTF: Define Escalation Levels...................................................................31
JTF: Define Escalation Reasons................................................................32
JTF: Define Contact Types........................................................................33
JTF: Define Reference Types....................................................................34
BR.100 Teleservice Baseline Application

Setup
Doc Ref: Error: Reference source not found

Error: Reference source not found
JTF:
Define Escalation Statuses.......................................................................35
CSS: Define Lookups................................................................................36
AR: Receivables Lookups.........................................................................40
CSS: Setup Service Request Statuses......................................................41
CSS: Setup Service Request Types..........................................................43
CSS: Setup Service Request Severities....................................................45
CSS: Setup Service Request Urgencies....................................................46
CSS: Setup Service Request Problem Codes............................................47
CSS: Setup Service Request Resolution Codes........................................48
CSS: Setup Message Action Requests......................................................49
CSI: Setup Installed Base Customer Product Status.................................50
CSI: Setup Installed Base Customer Product Types.................................51
CSI: Setup Installed Base System Types..................................................52
CSI: Setup Installed Base Order Transaction Types.................................53
CSI: Setup Installed Base Split Product Reason.......................................55
CSI: Setup Installed Base Business Processes.........................................56
CSS: Profile Options.................................................................................57
CSC: Define Profile Rating........................................................................60
CSC: Setup Customer Profiles..................................................................61
CSC: Define Relationship Plan Groups.....................................................69
CSC: Define Relationship Plans................................................................71
CSC: Enable Relationship Plans...............................................................73
AR: Define Territory Key Flexfield............................................................74
AR: Define Sales Tax Location Key Flexfield............................................75
SA: Profile Options...................................................................................76
Open and Closed Issues for this Deliverable.............................................79
Open Issues.........................................................................................79
Closed Issues.......................................................................................79
Doc Ref:

Environment Name:
Cheetah
Machine:
Workflow
SubWorkflow Name
Setup Task
JTF
Setup Note Types
JTF
Mapping Note Types To a

Source
JTF
Responsibility
Type (definition, execution, or

both):
Both
Due Date
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Profile Options
Ashwin Pingali
01-jul-05
JTF
Define Roles
Ashwin Pingali
01-jul-05
JTF
Define Role Types
Ashwin Pingali
01-jul-05
HR
Create HR Employee with

Correct Responsibility
Ashwin Pingali
01-jul-05
JTF
Import Resources
Ashwin Pingali
01-jul-05
JTF
Define Task Types
Ashwin Pingali
01-jul-05
JTF
Define Task Statuses
Ashwin Pingali
01-jul-05
JTF
Define Task Priorities
Ashwin Pingali
01-jul-05
JTF
Define Task Templates
Ashwin Pingali
01-jul-05
JTF
Define Territories - Setup

Qualifiers
Ashwin Pingali
01-jul-05
JTF
Setup Territories
Ashwin Pingali
01-jul-05
JTF
Setup Territory Types
Ashwin Pingali
01-jul-05
(v. )
QA Responsibility
QA Due
Date
Signature Approval

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Workflow
SubWorkflow Name
Setup Task
JTF
Define the JTFBRM User
JTF
Start the Workflow

Background Process
JTF
Start the Business Rule

Monitor
JTF
Define Escalation Levels
JTF
Define Escalation
Reasons
JTF
Responsibility
Due Date
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Define Contact Types
Ashwin Pingali
01-jul-05
JTF
Define Reference Types
Ashwin Pingali
01-jul-05
JTF
Define Escalation
Statuses
Ashwin Pingali
01-jul-05
CSS
Define Lookups
Ashwin Pingali
01-jul-05
AR
Receivables Lookups
Ashwin Pingali
01-jul-05
CSS
Setup Service Request

Statuses
Ashwin Pingali
01-jul-05
CSS

Types
Ashwin Pingali
01-jul-05
CSS

Severities
Ashwin Pingali
01-jul-05
CSS

Urgencies
Ashwin Pingali
01-jul-05
CSS

Problem Codes
Ashwin Pingali
01-jul-05
CSS

Resolution Codes
Ashwin Pingali
01-jul-05
CSS
Setup Message Action

Requests
Ashwin Pingali
01-jul-05
QA Responsibility
QA Due
Date
Signature Approval
Workflow
SubWorkflow Name
Setup Task
CSI
Setup Installed Base

Customer Product Status
CSI

Customer Product Types
CSI

System Types
CSI

Order Transaction Types
CSI
Setup Installed Base Split

Product Reason
CSI

Business Processes
CSS
Responsibility
Due Date
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Ashwin Pingali
01-jul-05
Profile Options
Ashwin Pingali
01-jul-05
CSC
Define Profile Rating
Ashwin Pingali
01-jul-05
CSC
Define Profile Variables
Ashwin Pingali
01-jul-05
CSC
Setup Customer Profiles
Ashwin Pingali
01-jul-05
CSC
Define Relationship Plan

Groups
Ashwin Pingali
01-jul-05
CSC
Define Relationship Plans
Ashwin Pingali
01-jul-05
CSC
Enable Relationship Plans
Ashwin Pingali
01-jul-05
AR
Define Territory Key

Flexfield
Ashwin Pingali
01-jul-05
AR
Define Sales Tax Location

Key Flexfield
Ashwin Pingali
01-jul-05
SA
Setup Profile Options
Ashwin Pingali
01-jul-05
QA Responsibility
QA Due
Date
Signature Approval
JTF: Setup Note Types

CRM Administrator >Notes Setup>Note Type Setup
Form
Name
Note Types Lookups
<Customer Short Name> Process:

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Priority (H, M, L)>
<Process Owner>
Description: You can use this form to define note types lookups.
Application Object Library: Note Types Lookups

Type
User Name
Application
Description
Access Level
JTF_NOTE_TYPE
Note Types
CRM Foundation
CRM Foundation Note Types
Extensible
Code
Meaning
Description
Tag
Effective Date
From
Effective Date To
Enabled
(Seeded?)
JTF: Mapping Note Types to a Source

CRM Administrator >Notes Setup>Source and Note Type Mapping
Form
Name
Source to Type Mappings

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to map note types to a source.
Source to Type Mappings

Source
Note Type
(v. )
End Date
(Seeded?)

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JTF: Profile Options

System Administrator>Profile>System
Form
Name
System Profile Values

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set system profile values.

Profile
Notes: Default Note Status

Task Manager: Default Priority
Task Manager: Default Task
Status
Task Manager: Default Task Type
Task Manager: Default asignee
status
Task Manager: Default task
owner
Task Manager: Delete any Task
Privilege
Task Manager: Owner type for a
task
Task Manager: View All Tasks
Privilege
Escalation:Default Status
Site
Application
Responsibility
User
Profile
Site
Application
Responsibility
User
Escalation:Default Escalation
Level
Escalation:Default Reason Code
Escalation: Default Document
Type
Escalation:Default Reference
Type
Escalation:Default Contact Type
Escalation:Default Notify (Y/N)
Escalation:Default Customer
Contact Point
Escalation:Default New Note
Type
(v. )

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JTF: Define Roles

CRM Resource Manager>Setup>Roles
Form
Name
Roles

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define roles.
Roles
Code
Name
Role Type
Membe
r
Lead
Active
Jobs
Code
Job Name
Admin
Manager
Seeded
JTF: Define Role Types

Resource Manager>Setup>Role Types
Form
Name
Application Object Library: JTF_RS_ROLE_TYPE Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to setup role types.
Application Object Library: JTF_RS_ROLE_TYPE Lookups

Type
User Name
Application
Description
JTF_RS_ROLE_TYPE
JTF_RS_ROLE_TYPE
CRM Foundation
JTF_RS_ROLE_TYPE
Code
Meaning
(v. )
Description
Tag
Access Level
Effective Date
From
Effective Date
To
Enable
d

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JTF: Create HR Employee with Correct Responsibility

Human Resources>People>Enter and Maintain
Form
Name
Employee

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
<Business Area>
Description: You can use this form to create employees in Human Resources. (Optional)
Name
Last
First
Title
Prefix
Suffix
Middle
Gender
Type
Latest Hire Date
Date First Hired
D
O
Date:
<Date>
Process Owner:
<Process Owner>
Identification
Social Security
Employee
Applicant
Effective Dates
From
To
tab
Personal
Birth Date
Age
Nationality
Status
Mail To
Email
Date Last Verified
Registered Disabled
tab
Employment
Ethnic Origin
I-9 Status
Visa Type
I-9 Expiration
Veteran Status
New Hire
Child Support Obligation
Exception Reason
Opted for Medicare
tab
Office Location
Office
Location
Mailstop
tab
Exists
Applicant Resume
Last Updated
Hold Application Until
Doc Ref:
tab
Background
Background Checked
Date Checked
tab
Rehire
Recommendation
Reason
tab
Further Name
Honors
Preferred Name
Previous Last Name
tab
Medical
Blood Type
Last Test Date

Last Test By
tab
Other
Availability Schedule
Student Status
Full-Time Availability
Correspondence Language
On Military Service
Date of Death
Second Passport Exists
Attention: If you do not install Oracle Human Resource

Management Systems with Teleservice, then use the Enter
Employee form to define and maintain employees. Otherwise, the
forms in Oracle Human Resource Management Systems are used to
enter and maintain employees.
Suggestion: HR is a shared module across all of the application

modules. You can leverage the employee data setup from other
modules.
Doc Ref:
JTF: Import Resources

Customer Support>Resource Management>Maintain Resources>Import Resources
Form
Name
Selection Criterion

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Business Area>
<Control Number>
Description: You can use this form to import HR employees as resources.
Resource Category Employee

Number
Job Title
Competencies
Comp Level : Max
Min
Name
Scale
Scale Level
Confirm that you are searching for the right Person! Then press the SearchButton!
Date:
<Date>
Process Owner:
<Process Owner>
Search
Search Results
Select
Category
Create Resource
Form
Name
Default Values
Default Values
Start Date
Managing
Employee
Role
Role Start Date
End Date
Role Type
Role End Date
OK
Form
Name
Selected Resources
Selected Resources
Select
Category
Name
Name
Role Type
Role
Comments
Save Resource
(v. )

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JTF: Define Task Types

CRM Administrator > Task and Escalation Manager>Setup>Define Task Type
Form
Name
Tasks

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define task types which are used in the creation of tasks.
Task Types
Type
Workflow
Rul
e
Effective
Dates From
Effective
Dates To
Effort
UOM
Task Workflow
Task Workflow
Descrioption
Resource Requirements
Name
Required Units
Enabled
Effort
Duration
Notificatio
n
Schedulab
le
Billable
Privat
e
Seede
d
JTF: Define Task Statuses

CRM Administrator > Task and Escalation Manager>Setup>Define Task Status
Form
Name
Task Status

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: Use this form to define task statuses, which are used in the creation of tasks
Task Status
Status
Description
Status
On Hand
Approved
From
Completed
Canceled
To
Deletion Allowed
Usage
Assigne
d
Working
Scheduab
le
Accepte
d
Rejected
Seeded
Define Transition
(v. )

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tab
Rule
Source
Application
Rule Name
Current State
tab
Next State
Responsibility
Responsibility Name
Rule Name
JTF: Define Task Priorities

CRM Administrator > Task and Escalation Manager>Setup>Define Task Priority
Form
Name
Task Priority

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define task priorities.
Task Priority
Priority
Descritio
n
Importance
Effective Dates From
Effective Dates To
Seeded
JTF: Define Task Templates

CRM Administrator >Task and Escalation Manager>Tasks>Task Templates
Form
Name
Setup Task Template Groups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define task templates.
Setup Task Template Groups

Name
Effective Date From
Effective Date To
Application
Document Type
Description
Task Template Details

Name
Number
Type
Status
Priority
Description
Privat
e
Multi
Book
Billabl
e
Publish
Restrict
Close
Holida
y
Mileston
e
JTF: Define Territories Setup Qualifiers

Customer Support>Territory Management>Territory Administration>Administration
(Top Menu Bar)>Setup Qualifiers
Form
Name
Setup Qualifier

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to enable territory setup qualifiers.
Find Qualifiers
Usage
Enabled
Disabled
All
FIND
Qualifier
Enabled
Description
Transaction Type
Organization
JTF: Setup Territories

(Top Menu Bar)>Define Territory
Form
Name
Territory Details

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set up the territories. Create territory types first, if needed.
tab
Overview
Field
Value
Organisation
Field
Template
End Date
Usage
Category - Standard
Name
Description
Category Template
Start Date
Category Escalation
Rank
Parent
Escalation
Type
Number of Winners
Transaction Types
Freeze
tab
Transaction Qualifiers
Value
Name
Type
Mode
Overlap Allowed
High Value Char
Value Set
State Qualifier Rules

Operator
tab
Low Value Char
Resource Qualifiers
Name
Type
Mode
<Qualifier Name> Rules

Operator
tab
Name
Value From
Value To
Value Set
Group
Role
Resources
Type
Access for <Resource Access>

Access Type
tab
Name
Sub-Territories
Description
Start Date
End Date
Rank
JTF: Setup Territory Types

(Top Menu Bar)>Define Territory Type
Form
Name
Territory Type

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Date>
Process Owner:
<Control Number>
Description: This form is used to set up the Territory Types, prior to setting up territories.
Territory Type
Field
Value
Field
Transaction Types
Transaction Types
Transaction Qualifier
Name
Transaction Type
Overlap Allowed
Value
<Process Owner>
JTF: DEFINE JTFBRM User

System Administrator>Security>User> Define
Form
Name
Users

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to assign responsibilities to users.
Users
User
Name
Description
Password
Password
Expiration
JTFBRM
Escalation
Management Workflow
User
ORACLE
None
tab
Responsibilities
Responsibilities
Workflow Administrator
Workflow Uer
Effective Date
From
18-JUL_2001
18-JUL_2001
Effective Date
To
Perso
n
Custom
er
Supplie
r
E-Mail
Fax
Effective
Date From
18-JUL-2001
Effective Date
To
JTF: Start the Workflow Background Process

System Administrator>Requests>Run
Form
Name
Submit Request

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
Submit the following workflow background items from the above navigation path.
Business Rule Monitor Main Process

Business Rule Monitor Task Process
Business Rule Monitor Service Request Process
Business Rule Monitory Defect Process
<Process Owner>
JTF: Start the Business Rule Monitor

CRM Administrator>Business Rule Monitor>Business Rule Monitor
Form
Name
Business Rule Monitor

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
<Business Area>
Start Business Rule Monitor from the above navigation path
Date:
<Date>
Process Owner:
<Process Owner>
JTF: Define Escalation Levels

CRM Administrator>Task and Escalation Manager>Setup>Define Escalation Level
Form
Name
Escalation Levels Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to
Type
User Name
Application
Description
Access Level
JTF_TASK_ESC_LEVEL
Escalation Levels
CRM Foundation
Escalation Levels
Extensible
Code
Meaning
Description
Tag
Effective Date
From
Effective Date To
Enabled
JTF: Define Escalation Reasons

CRM Administrator>Task and Escalation Manager>Setup>Define Escalation Reason
Form
Name
Escalation Reasons Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define Escalation Reasons Lookups.
Application Object Library: JTF_TASK_REASON_CODES Lookups

Type
User Name
Application
Description
Access Level
JTF_TASK_REASON_CODES
Escalation Reasons
CRM Foundation
Escalation Reasons
Extensible
Code
Meaning
Description
Tag
Effective Date From
Effective Date To
Enabled
JTF: Define Contact Types

CRM Administrator>Task and Escalation Manager>Setup>Define Contact Type
Form
Name
Contact Types Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define Contact Types Lookups.
Application Object Library: JTF_TASK_CONTACT_TYPE Lookups

Type
User Name
Application
Description
Access Level
JTF_TASK_CONTACT_TYPE
Contact Types
CRM Foundation
Contact Types
Extensible
Code
Meaning
Description
Tag
Effective Date From
Effective Date To
Enabled
JTF: Define Reference Types

CRM Administrator>Task and Escalation Manager>Setup>Define Reference Type
Form
Name
Reference Codes for the Task Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define Reference Codes for the Task Lookups.
Application Object Library: JTF_TASK_REFERENCE_CODES Lookups

Type
User Name
Application
Description
Access Level
JTF_TASK_REFERENCE_COD
ES
Reference Codes for the Task
CRM Foundation
Reference Codes for the Task
Extensible
Code
Meaning
Description
Tag
Effective Date From
Effective Date To
Enabled
JTF: Define Escalation Statuses

CRM Administrator>Task and Escalation Manager>Setup>Define Escalation Status
Form
Name
Task Status

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define Statuses
Task Status
Status
Description
Status
On Hand
Approved
From
Completed
To
Usage
Task
Status
Assigne
d
Cancelled
Closed
Deletion Allowed
Working
Seeded
Schedula
ble
Accept
ed
Rejected
CSS: Define Lookups

Customer Support> Setup> Customer Care Lookup
Form
Name
Customer Care Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define customer care lookups.

Type
User Name
Application
Description
Access Level
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
Type
User Name
Application
Description
Access Level
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
Type
User Name
Application
Description
Access Level
Code
(v. )

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Type
User Name
Application
Description
Access Level
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
Type
User Name
Application
Description
Access Level
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
AR: Receivables Lookups

Receivables Manager> System>Quick Codes>Receivables
Form
Name
Wincor-Nixdorf Process:
Customer Support
Business Area:
Control Number:
Priority(H, M, L):
Date:
Service
<Control Number>
05-DEC-2000
Process Owner:
<Process Owner>
Type
User Name
Application
Description
Access Level
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
CSS: Setup Service Request Statuses

Customer Support>Setup>Service Requests>Request Status
Form
Name
Service Request Statuses

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define service request statuses.
Service Request Status

Status
Close
d
Start
Date
End
Date
Predefin
ed
Text Color
Description
Service Request Status Restrictions

Status
Disallow
Request
Update
Disallow
Task
Update
Disallow
Charge
Update
Disallow
Owner
Update
Disallow
Product
Update
Disallow
Charge
Transitions
(v. )

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Rules
Source
Rule Name
Current State
Next State
Responsibility
Responsibility Name
Rule Name
CSS: Setup Service Request Types

Customer Support > Setup > Service Requests > Request Types
Form
Name
Service Request Types

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: Use this form to define service request types.
Service Request Types

Type
Business Process
Start Date
Type
Auto Launch
Workflow
Abort Workflow on
Close
Type
Transaction Group
End Date
Description
Workflow
Web Entry
Start Date
End Date
[ ]
Related Statuses
Related Statuses
Type =
Status
Description
Start Date
End Date
CSS: Setup Service Request Severities

Customer Support > Setup > Service Requests > Request Severities
Form
Name
Service Request Severities

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: Use this form to define service request severities.

Severity
Importance
Level
Description
Start Date
End Date
Defect Severity
Text Color
CSS: Setup Service Request Urgencies

Customer Support > Setup > Service Requests > Request Urgencies
Form
Name

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define service request urgencies.
Service Request Urgencies

Urgency
Importance
Level
Description
Start Date
End Date
Defect Severity
Text Color
CSS: Setup Service Request Problem Codes

Customer Support>Setup>Service Requests>Problem Codes
Form
Name
Problem Codes Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set up the list of service request problem codes.
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Dates
To
Enabled
CSS: Setup Service Request Resolution Codes

Customer Support>Setup>Service Requests>Solution Codes
Form
Name
Solution Codes Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set up the list of service request solution codes.
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Dates
From
Effective Dates
To
Enabled
CSS: Setup Message Action Requests

Customer Support>Setup>Service Requests>Message Action Requests
Form
Name
Message Action Requests

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set up the list of message action request codes.
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Dates
From
Effective Dates To
Enabled
CSI: Setup Installed Base Customer Product Status

Customer Support>Setup>Installed Base>Customer Product Status
Form
Name
Customer Product Statuses

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Date>
Process Owner:
<Control Number>
Description: Use this form to define customer product status.
Status
Cancele
d
Description
Status Description
Terminat
ed
Status Change
Allowed
Service
Allowed
<Process Owner>
Requests
Allowed
Predefined
Effective Dates To
Descriptio
n
Effective
Predefined
CSI: Setup Installed Base Customer Product Types

Customer Support>Setup>Installed Base>Customer Product Types
Form
Name
Oracle Service

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define your call follow-up type codes.
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Date
From
Effective Date To
Enabled
CSI: Setup Installed Base System Types

Customer Support>Setup>Installed Base>System Types
Form
Name
Oracle Service

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
Date:
<Business Area>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define your call system type codes.
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Date From
Effective Date To
Enable
d
CSI: Setup Installed Base Order Transaction Types

Customer Support>Setup>Installed Base>Transaction Billing Types
Form
Name
Transaction Billing Types

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define your order transaction types.
Transaction Types
Transaction Type
New CP
-Status
Installed
Base
New CP - Return RequiredReturn

Required
Description
Effective Date From
Effective Date To
[
Seeded
Flag
Billing Types
Installed CP -Status
Depot Qty Update

FlagStatus
Installed CP - Return Required
No Charge FlagReturn Required
Name
Description
(v. )

0
3 of
CSI: Setup Installed Base Split Product Reason

Customer Support>Setup>Installed Base>Split Product Reasons
Form
Name
Oracle Service

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Date>
Process Owner:
<Control Number>
Description: You can use this form to define your split product reason types.
<Process Owner>
Type
User Name
Application
Description
Access Level
User
Extensible
System
Code
Meaning
Description
Tag
Effective Date From
Effective Date To
Enable
d
CSI: Setup Installed Base Business Processes

Customer Support>Setup>Installed Base>Business Processes
Form
Name
Business Process Transactions

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set up business processes.
Business Process
Name
Description
Order Type
Depot
Repair
Service
Request
Field
Service
Org
Effective Dates
Transactions
Transaction Type
From
(v. )
To

0
3 of
CSS: Profile Options

System Administrator>Profile>System
Form
Name

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Profile
Service: Item Flexfild (Service)
Service: Item Flexfild (Product)
Service Auto Laungh Workflow
Service: Default Service Request
Type
Severity
Urgency
Owner Type
Owner
Owner Status
Site
Application
Responsibility
User
Profile
Site
Application
Responsibility
User
Service: Day Unit of Measure

Service: Default Knowledge base
solution
CSS-DMS Default Note Type
Service: Allow knowledge note
update
Service: Service Request default
tab
Service: Service Request First
Tab
Service: Visual attribute for
setting color escalated Service
Request Number
Service: Default web Service
Request Owner
Request Type
Request Severity
Request Urgency
Customer Care: Default outcome
for interactions
Customer Care: Default results
for interactions
Customer Care: Default reasons
for interactions
Service: Default Owner type on
the Service Request Tasks tab
Service: Default Owner on the
Service Request Tasks tab
(v. )

0
3 of
Profile
Service: Default Asignee on the
Service Request Tasks tab
Client Timezone
Server Timezone
Service Knowledge Base URL
ASO Product Organization
Site
Application
Responsibility
User
CSC: Define Profile Rating

Customer Support >Setup>Customer Care Lookups
Form
Name

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to set profile rating codes.
Application Object Library:

Type
CSC_PROF_RATINGS
User Name
Customer Profile Rating Codes
Application
Customer Care
Description
Ratings for Customer profile check values
Access Level
User
Code
Meaning
Description
Tag
Effective Date From
Effective Date
To
Enable
d
CSC: Setup Customer Profiles

Customer Support>Setup>Customer Management>Customer Profiles
Form
Name
Customer Profile Setup

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Business Area>
<Control Number>
Description: Use this form to setup customer profiles.
tab
Date:
<Date>
Process Owner:
<Process Owner>
Profile Variables
Name
Code
Pre Define
Active
From
To
(v. )

0
3 of
Description
Select
Currency
From
Where
Other
Sql Statement
tab
Drilldown
Variable
Pre Defined
Description
Drilldown Module
Drilldown Column
Table
Alias
New
For
m
Name
Task Setup: Object Types
Name
Description
Object Code
Seeded
From Task
Start Date
End Date
Function Name
Parameters
Url
Select Statement Details

ID Column
Name Column
Detail Column
From
Where
Order By
LOV Titles
Window
Name
Details
Select Statement
Usage
Object User
Object User
Seeded
Alias
Description
Name
Display
Name
Tables and Views

Name
Columns
ID
Show
Drilldown Sql Statement
tab
Profile Checks
Name
Pre Define
Active
From
To
Code
Description
Description
Type
Variable
Data Type
Format Mask
Rules
Operator
Group
Variable
Condition
Expression
Variabl
e
Grou
p
Ratings
Lower
Threshold
Upper
Lower
Label
Color
Upper
Label
Color
tab
Profile Groups
Name
Pre Define
Code
Description
Customer Type
Active
From
To
Checks
Profile Checks
tab
Name
Group Checks
Dashboard Groups
Pre Define
Code
Description
Customer Type
Display On Threshold
Active
From
To
Categories
Categories
Dashboard Categories
Checks
Category
Profile Checks
Group Checks
Display On Threshold
Customer Type
Group
tab
Preferences
Module Groups
Module
Doc Ref:
Rating Labels
Rating
Color
Categories
Category
Meaning
Description
CSC: Define Relationship Plan Groups

Customer Support > Setup > Relationship Plans > Define Plan Groups
Form
Name
Relationship Plans Group Lookups

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: Use this form to define relationship plan groups.
Relationship Plans Group Lookups

Type
User Name
Application
Description
Code
Meaning
Flexfield
Test 1
Test 2
Access Level
Description
Tag
Effective Date
From
Effective Date To
Enabled
[ ]
User
Extensible
System
(v. )

0
3 of
CSC: Define Relationship Plans

Customer Support > Setup > Relationship Plans > Define Relationship Plans
Form
Name
New Plan

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
<Control Number>
<Business Area>
Description: Use this form to define relationship plans.

tab
Plan Headers
Plan Name
Group Name
Start Date
End Date
Account Level
Description
Plan Type
Template
Custom
Date:
<Date>
Process Owner:
<Process Owner>
Plan Criteria
Profile Check
Operator
Low Value
High Value
tab
Plan Details
(v. )

0
3 of
CSC: Enable Relationship Plans

Customer Support > Setup > Relationship Plans > Enable Relationship Plans
Form
Name
Enable Relationship Plans - Setup

<Process Name>
Business Area:
Date:
Control Number:
Priority(H, M, L):
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: Use this form to enable relationship plans.
Enable Relationship Plans

Function
Application
User Function Name

Start Date
End Date
OnInsert
On-Update
Custom1
Custom2
AR: Define Territory Key Flexfield

System Administrator >Applications>Flexfield>Key>Segments
Form
Name
Key Flexfield Segments

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>
Description: You can use this form to define Key Flexfield segements
<Key Flexfield>
Application
Flexfield Title
Oracle Receivables
Territory Flexfield
<Structures>
Title
Description
CUSTOMER_TERRITORY_FLEXFIELD
Freeze Flexfield
Definition
Enable
d
View Name
Customer Territory Flexfield
Segment Separator
Cross-Validate
Segments
Freeze Rollup Groups
Allow Dynamic Inserts
Segments
<Segments Summary>
Numbe
r
Name
Window Prompt
Column
Value Set
Displaye
d
Enabled
Qualifier Name
Qualifier
Enabled
AR: Define Sales Tax Location Key Flexfield

System Administrator >Applications>Flexfield>Key>Segments
Form
Name
Key Flexfield Segements

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Date>
Process Owner:
<Control Number>
<Process Owner>
Description: Take the seeded data and make sure to compile the structure State.County.City.
<Key Flexfield>
Application
Flexfield Title
Oracle Receivables
Sales Tax Location Flexfield
<Structures>
Title
Description
Freeze Flexfield
Definition
Enable
d
Segment Separator
Yes
Yes
Period
View Name
Cross-Validate
Segments
Freeze Rollup Groups
Allow Dynamic Inserts
Yes
Segments
<Segments Summary>
Numbe
r
Name
Window Prompt
Column
Value Set
Displaye
d
Enabled
Qualifier Name
Qualifier
Enabled
SA: Profile Options

System Administrator
Form
Name

<Process Name>
Business Area:
Control Number:
Priority(H, M, L):
Date:
<Business Area>
<Control Number>
<Date>
Process Owner:
<Process Owner>

Profile
Service: Auto-Split Products

During Instantiation
Service: Default Configuration
Type of Instantiated Products
Service: patch product name
Service: patch status
Service: Default Status of
Instantiated Products
Activate Installed Base Preferred
Engineers
Resources
Service: Product Status When
Returned for Repair
Service: Product Status for
Returns
Service:CP Status for Partial
Return
Site
Application
Responsibility
User
Profile
Site
Application
Responsibility
User
Service: Set Customer Product To

Latest Revision
Service: System Name Update
Allowed
Service: Cascade System
Termination
Service: Customer Product
Termination Status
Service: Auto-generate System
Name
Service: Allow Updates Across
Organizations
IB:Restrict LOV's on Site Usage
Service:Filter Display of all
contracts
Service : Propagate Systems
Changes - Window Display
Apps Servlet Agent
Applications Web Agent
Customer Care: Default Outcome
for Interactions
Customer Care: Default Reason
for Interactions
Customer Care: Default Result for
Interactions
Customer Care: Default Tab for
Contact Center
Customer Care: Number of
Interactions Displayed in Contact
Center
(v. )

0
3 of
Profile
Customer Care: User Currency
Code
Customer Care: Critical Customer
Check
Activate Auto Selection of
Resources
Activate Contracts Preferred
Resources
Resources
Activate Workflow Name
Site
Application
Responsibility
User
Doc Ref:
Open and Closed Issues for this Deliverable

Open Issues
ID
Issue
Resolution
Responsibility
Target Date
Impact Date
Resolution
Responsibility
Target Date
Impact Date
Closed Issues
ID
Issue

(v. )
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BR.100 TELESERVICE BASELINE

BR.100 Teleservice Baseline Application

Doc Ref: Error: Reference source not found

(v. Error: Reference source not found

Application Set Up Control Sheet - Teleservice

BR.100 Teleservice Baseline Application

Doc Ref: Error: Reference source not found

Application Set Up Control Sheet - Teleservice

Setup Note Types

Mapping Note Types To a

Type (definition, execution, or

Define Role Types

Create HR Employee with

Define Task Types

Define Task Statuses

Define Task Priorities

Define Task Templates

Define Territories - Setup

Setup Territory Types

File Ref: 65865541.doc

Application Set Up Control Sheet - Teleservice

Define the JTFBRM User

Start the Workflow

Start the Business Rule

Define Escalation Levels

Define Contact Types

Define Reference Types

Setup Service Request

Setup Service Request

Setup Service Request

Setup Service Request

Setup Service Request

Setup Service Request

Setup Message Action

Setup Installed Base

Setup Installed Base

Setup Installed Base

Setup Installed Base

Setup Installed Base Split

Setup Installed Base

Define Profile Rating

Define Profile Variables

Setup Customer Profiles

Define Relationship Plan

Define Relationship Plans

Enable Relationship Plans

Define Territory Key

Define Sales Tax Location

Setup Profile Options

JTF: Setup Note Types

Note Types Lookups

<Customer Short Name> Process:

<Priority (H, M, L)>

Application Object Library: Note Types Lookups

CRM Foundation Note Types

JTF: Mapping Note Types to a Source

Source to Type Mappings

<Customer Short Name> Process:

<Priority (H, M, L)>

Source to Type Mappings

File Ref: 65865541.doc

Application Set Up Control Sheet - Teleservice

JTF: Profile Options