Business Flows in Oracle CRM Service

Business Flows in Oracle CRM Service are as follows:

1. Request to Resolution - Tele Service Module
a) Dispatch to Debrief (Request to Dispatch)- Field Service Module
b) Request to Repair (Request to Depot)- Depot Repair Module
2. Contract to Renewal - Service Contract Module
a) Author to Sign Service Contract Flow - Oracle Service Contracts Module
b) Quote to Warranty / Extended Warranty Flow - Oracle Quoting & Order Management Modules
c) Expiring Contract to Renewal - Oracle Service Contracts Module

Request to Resolution Flow:
1.Receive Customer Contact (iSupport, Call, Email)
2.Capture Service Request Information (like Product Serial No. , Problem Description)
3.Verify the entitlements (like Service Contract, SLA’s)
4.Create Service Request
5.Identify the Solution (Knowledge Base, Depot Repair, and Field Service)
6.Resolve Service Request
7.Maintain Knowledge Base
8.Create Charge Order

Dispatch to Debrief Flow: (Request to Dispatch)
1.Receive Customer Contact (iSupport, Call, Email)
2.Capture Service Request Information (like Product Serial No. , Problem Description)
3.Verify the entitlements (like Service Contract, SLA’s)
4.Create Service Request
5.Create Field Service Task
6.Schedule Field Service Task
7.Execute Field Service Task
8.Debrief Field Service Task
9.Close Task and Service Request

Request to Repair Flow: (Request to Depot)
1.Receive Customer Contact (iSupport, Call, Email)
2.Capture Service Request Information (like Product Serial No. , Problem Description)
3.Verify the entitlements (like Service Contract, SLA’s)
4.Create Service Request
5.Create Repair Order
6.Issue RMA
7.Receive RMA
8.Manage Repair Jobs
9.Record WIP Charges
10.Create Sales Order
11.Ship the Sales Order
12.Invoice the Customer
13.Close the Repair Order
14.Close the Service Request

Contract to Renewal Business Flow

Author to Sign Service Contract Flow (Oracle Service Contracts)
1.Enter Service Contract
2.Define Contract Renewal Triggers
3.Apply Customer Payment Information
4.Review Contract for QA compliance
5.Approve Contract
6.Sign Contract

Quote to Warranty / Extended Warranty Flow (Oracle Quoting & Order Management)
1.Determine Service Interest
2.Negotiate Price, Discounts and Terms
3.Convert Opportunity to Quote
4.Determine Order Details
5.Convert Quote to Order
6.Create Extended Warranty
7.Maintain Customer Install Base
8.Verify Entitlement

Expiring Contract to Renewal (Oracle Service Contracts)
1.Identify Contracts for Renewal
2.Automatic Renewal
3.Renew Contract Automatically
(Or)
1.Identify Contracts for Renewal
2.Manage Contract Changes
3.Review Contract for QA Compliance
4.Approve Contract Renewal
5.Notify Parties of Customer Change
6.Sign Contract

In addition to the above mentioned modules, iSupport, Oracle Common Application Components like Task Manager, Territory Manager, Assignment Manager, Resource Manager, Calender, Notes, Knowledge Management will also be taking part in the execution of business flows.