Service Desk solution for Oracle CRM OnDemand which enables your Service Teams to use CRM OnDemand for Service Force Automation

Below are some key highlights..

Sending an Email:

1. The customer can send an email to a support email address.
2. A batch utility reads the email and checks if the customer is a new customer or existing customer (if a contact record is present in the system with that email address he will be considered an existing customer)
   1. If it is an existing customer, the email is used to create a new Service Request in the system and the contact is associated with it.
   2. If it is a new customer, a new contact record is automatically created in the system using the email address and then a new service request is created and associated with that contact.

Viewing the Case detail:

1. The Service Request is created as an open service request of Source “Email” and in the detail page, the original email is displayed in the “Email Work-Space” section along with Received On & the time Elapsed to give the user an idea on how long it has been open.

Replying to email:

1. The agent can reply to the email by clicking on reply/ reply all on clicking on which the email can be pre-filled with canned response based on the SR type Status. As of now we just pass the welcome message and in the end have a signoff from the agent’s name.
   1. Again we can add some attachments as part of the reply that we send out.
   2. If the customer is associated with an account, on clicking on TO / CC (hyperlink) the system shows the list of all the contacts associated with that Account, giving the ability for the user to associate any/ all of them to the email response.
2. Upon clicking on Send, the email is sent and an completed activity is created in the system by associating to the same Service Request. Now the agent can continue to work on the other cases/ service requests.

Customer responding to the email:

1. For the customer, it just an email reply that he has received, he would reply to it just like any other email.
2. That is again read by a batch application and this time creates a new open activity by tagging it to the corresponding service request.

Viewing the customer’s response:

1. The owner of the Service Request can see the open activity in his open activity section in OnDemand and continue to work on it. This way the responsibility of resolving the Service Request lies with a single agent and he ensures the customer’s query is answered.
2. All the interactions corresponding to a single service request is captured as activities and linked to the same service request that can be used by any agent who is working on it
3. All the service requests are associated with a customer so the is the current issue has linking with an old service request, the agent working has complete information on the past issues.

Forwarding for internal reference:

1. In the Service request detail page, if the agent clicks on forward button and then clicks on “TO/ CC” (hyperlink) the list of all the active users in the system will be displayed for the user to select from

Spawning in to a child case:

1. If the agent feels the case has two issues and needs to be handled by a different department, they can click on “Create Support Case” which will populate the fields from the original Support request to a new page.

This is a very flexible solution which can be configured to meet customer’s business requirement.