Introduction to Oracle E-Business Suite - Service Management Family

Introduction to Oracle E-Business Suite - Service Management Family
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Service Management Family

The applications and solutions delivered within the service management family provide information-driven customer service features inside EBS.

  • Advanced Inbound Telephony: This enables telephony integration to all major telephone systems. It is part of the product family named Oracle Interaction Center, which consists of the Advanced Inbound Telephony, Advanced Outbound Telephony, Email Center, and Scripting applications.
  • Advanced Outbound Telephony: This supplies tools such as list management and predictive dialing for executing outbound calling campaigns.
  • Advanced Scheduler: This supplies productive and cost-effective scheduling for field service reps.
  • Depot Repair: This supplies the ability for automating the in-house repair processes.
  • Email Center: This is an e-mail response management system for managing the high volume of incoming messages.
  • Field Service: This supplies the ability for automating the dispatching processes in field services, which is required for servicing the service calls in remote locations.
  • Interaction Center: This provides an interaction center for integrating the customer interaction channels.
  • iSupport: This provides a secure, self-service web portal for enabling the self-service functionality to both customer and employees.
  • Mobile Field Service: This makes the information accessible to the agents via both handheld and laptop devices. This application is part of the Oracle Service application.
  • Scripting: This provides scripting and survey capabilities.
  • Service Contracts: This provides contract management and a centralized repository for entitlement information.
  • Spares Management: This provides logistics and planning for selecting and delivering the spare parts to field locations.
  • Tele Service: This supplies the ability for automating the resolutions by using the integrated CRM applications. This application is part of the Oracle Service application.

 

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Comments (1)
This comment was minimized by the moderator on the site

Awesome, thank you so much.

Umair
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