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Oracle TeleService
Chapters
About Oracle TeleService
Service Request and Contact Center Module Implementation Checklist
Service Desk Implementation Checklist
Case Management Implementation Checklist
Implementing High Availability
Setting Up Resources
Basic Service Request Setups
Service Request Linking to Specify Duplicates and Other Relationships
Setting Up Duplicate Checking
Setting Up Security
Setting Up Service Costing
Implementing Charges
Integrating with Oracle Projects
Setting Up Application Search
Setting Up InQuira Search
Implementing Work Assignment and Distribution
Enabling Oracle Email Center
Automatic Closure of Service Requests with Tasks
Electronic Approvals and Records
Enabling Service Request Reports
Setting Up Notifications
Setting Up Display of Customer Information
Setting Up Relationship Plans
Generating Tasks Automatically
Mass Updating Service Requests
Global Address Format and Validation
Purging Service Requests or Cases
Service Request Form Setups
Setting Up Custom Tabs on the Service Request Window
Enabling Multiple Time Zone Support
Setting Up Charges for Items Tracked by Installed Base
Automating Submission of Oracle Field Service Charges
Modifying Contact Center Behavior
Contact Center Search Preferences
Setting Up Contact Center Actions
Additional Contact Center Setups
Enabling Telephony
Setting Up Custom Tabs in the Contact Center
Capturing Additional Service Request Attributes
Generating Tasks on Additional Service Request Attributes
Launching Workflow on Status Transition
Configuring and Personalizing HTML Modules
Other Common HTML Setups
Capturing Additional Service Request Information with Extensible Attributes
Capturing and Displaying Interactions and Activities
Enabling Universal Work Queue
Enabling Direct CTI
Setting Up Case Management
Setting Up Associated Parties
Customer Support User Procedures
Service Desk User Procedures
Case Management User Procedures
Charges User Procedures in Forms Interface
Charges User Procedures in HTML Interface
Service Costing User Procedures
User Procedures for Oracle Telephony Integrations
HTML Contact Center
Integrating Relationship Plans in Other Applications
Frequently Asked Questions About Setting Up Relationship Plans
Relationship Plans' Predefined Data
Service Security Predefined Data
Service Territory Qualifiers
User Interfaces in Contact Center and Service Request Module