Service Territories White Paper - Setup and Configuration

Posted by LuciaC on Oracle Blogs See other posts from Oracle Blogs or by LuciaC
Published on Thu, 24 Oct 2013 12:00:00 +0000 Indexed on 2013/10/25 4:06 UTC
Read the original article Hit count: 234

Filed under:

/Oracle/CRM

If you use Oracle Teleservice then you are probably using Service Territories to route service requests to the right resources such as Call Center Agents, Field Service Technicians, Technical Support Groups etc. Getting those routings to happen correctly and efficiently is key to delivering high-quality service, so having the correct territory setup is essential. The Service development team have published a new White Paper to help you do just that!

The White Paper includes information to help with understanding the required setups:

Service Territories - Locating and Sorting matching Territories, and Picking winning Territories
How to use Rank and Number of Winners
The different Access Types that can be setup
Operating Unit and how to use it effectively
How to setup and use Service Qualifiers
The limitation of some Geographic Qualifiers and how to overcome the limitations
How to use Web ADI to maintain Territories.

Territories setup screenshot

Read Doc ID 1234593.1 to access the white paper. There was also a recent webcast on Territory Setup and Matching Attributes, you can access the recording via Doc ID 1455786.1.

Related posts about /Oracle/CRM

Lancement du blog Oracle Applications France

as seen on Oracle Blogs - Search for 'Oracle Blogs'
Le voilà enfin ! Bienvenue sur notre nouveau blog Oracle Applications France. Pourquoi un blog ? Pour être plus proche de vous, chers utilisateurs ! Parce que nous savons qu’un directeur des systèmes d’information, un directeur des ressources humaines ou un chef d’entreprise ne cherchera pas les… >>> More
Oracle Unveils Oracle Fusion Tap for the iPad

as seen on Oracle Blogs - Search for 'Oracle Blogs'
Oracle Fusion Tap: Productivity Amplified Anywhere, Anytime Oracle today announced the availability of Oracle Fusion Tap, a native iPad application that redefines the level of productivity users can achieve while on-the-go. Oracle Fusion Tap runs off cloud-based enterprise… >>> More
RightNow CX Cloud Service Combined with Oracle Fusion CRM in the Cloud

as seen on Oracle Blogs - Search for 'Oracle Blogs'
· The May 2012 release of Oracle’s RightNow CX Cloud Service, the customer experience suite, is now integrated with Oracle Fusion CRM, helping organizations to achieve sustainable business growth through relevant, cross-channel customer interactions that can… >>> More
Gimme Gimme Gimme!

as seen on Oracle Blogs - Search for 'Oracle Blogs'
Today is my birthday. And you know, there used to be a time when I dreaded birthdays. But now, as I reach my 37th year (that's my Polar Body Test age), I'm re-learning to really really appreciate being here. Now, what the heck does any of this have to do with CRM or this blog? Easy! Here is the present… >>> More
Want to be a Speaker at Oracle OpenWorld 2012?

as seen on Oracle Blogs - Search for 'Oracle Blogs'
Yes, your calendar is correct. It is March. But planning has already started for Oracle OpenWorld 2012. So if you want to be a speaker and propose your own session for this year's event in San Francisco on September 30th - October 4th, starting thinking now! The annual OpenWorld Call for… >>> More

Developer IT