Service Territories White Paper - Setup and Configuration
- by LuciaC
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.
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.
