CRM Process - Flow PDF

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com/
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Creating Sales Order on Serviceable Item

N:Ordermanagement Super User Orders,returns Sales Orders
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Sales Order Customer Information Order Type (Mixed)

Enter the customer details in Customer field including bill to and ship to address
Pick Order type as Mixed and specify Price list.
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Line Items
Enter serviceable Product and quantity, check availability qty, then Click on Book Order.
Order has booked and generated order number
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Check the Order status as Booked
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Order Transactions
Shipping Transaction Lines/LPNs (B) Lunch Pick Release Go
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Check Status in Order form

Go to Delivery button and select Ship Confirm in actions field click on
Go then ship confirm will get done. After that check the Status as Shipped
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Service Contracts
Service Contracts Responsibility Find Contracts

N: Click on Find Contracts the HTML page will gets displayed
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Enter the order no Go view Contracts Details
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Contract Header Level Information
The Status of Contract is Active

Verify the details like customer Bill To and Ship To Addresses
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Check Pricing/Billing Details

Summary Pricing/Billing Price List, Payment Details
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Line Level Information
Lines (T) Accounts (B) Line Type and Line Name
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Coverage Details
Lines (T) Effectivities (T) Coverage Details (B)
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Coverage Details
Lines (T) Effectivities (T) Coverage Details (B)
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View Product Details

Lines Pricing/products Effectivity Product Details (B)
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Item Instance Details

Lines Pricing/products Effectivity Instance (B)
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Contracts item Instance Detail

N: Install Base User responsibility Enter Instance number Go
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View Details Go Contracts
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Check Contract Header and Line Information
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SERVICE REQUEST TOLRESOLUTION
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Switch Service Request Resp Service Requests Create Service Request.

Service request form gets displayed specify customer info and Item info. Then we can find the
Entitled contracts.
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N: Create Service Request Work Bench (T)

Specify the Problem Summery and click on SAVE icon
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Contacts/Address (T)
Here we can find the addresses and contact info
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Interactions (T) : Here we can find Interaction summery with customer
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TASK (T) : Specify sub of task and specify the schedule start date and end date.
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Switch to Field Service Manager resp Query Task Over view (T)
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Click on Schedule schedule Task window will get open Select Assistance level among three and
give Resource Name in Resource Suggestion field then click on Search (B)
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Advice (T) : Here we can find availability timing of resource, Check the box against cost field
and the click on Schedule (B)
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Go to Plan board there we can view scheduled Task below the Resource name
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N: Navigate (T) Service History Service Request form Tasks (T) Click on Launch
Workflow (B). Workflow notification will be sent to Assigned FS Representative.
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Change the Status to Assigned
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Login as Field service Representative
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Click on My Tasks
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Debrief form will get open and there we can find the assigned task change the Status to Accept
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After accepting task change the status as Working
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Specify the information on Labor, Material required and Expense
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After completion of Debrief report change status to Completed
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Login to Manager Responsibility and view the Debrief repots which was completed by
Representative
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View the Labor, Material and Expense details
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Then close the Debrief
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N : Service Request form Charges (T) Action (T)

View the Charge lines
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N : Service Request form Charges (T) Pricing (T)

View the Charges
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N : Service Request form Charges (T) Pricing (T) Charge Report

View the Charges
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N : Service Request form Charges (T) Pricing Rule (T)

100% coverage is there on this item.
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N : Install Base User Find Instance Click on Service Requests.

Then we can find the Service Request Information
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CRM Process - Flow PDF

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http://oracleapps88.blogspot.

Creating Sales Order on Serviceable Item

Sales Order Customer Information Order Type (Mixed)

Order has booked and generated order number

Check the Order status as Booked

Check Status in Order form

Service Contracts Responsibility Find Contracts

Enter the order no Go view Contracts Details

Contract Header Level Information

The Status of Contract is Active

Check Pricing/Billing Details

Line Level Information

Lines (T) Accounts (B) Line Type and Line Name

Lines (T) Effectivities (T) Coverage Details (B)

Lines (T) Effectivities (T) Coverage Details (B)

View Product Details

Item Instance Details

Contracts item Instance Detail

View Details Go Contracts

Check Contract Header and Line Information

Switch Service Request Resp Service Requests Create Service Request.

N: Create Service Request Work Bench (T)

Interactions (T) : Here we can find Interaction summery with customer

Change the Status to Assigned

Login as Field service Representative

After accepting task change the status as Working

Specify the information on Labor, Material required and Expense

After completion of Debrief report change status to Completed

View the Labor, Material and Expense details

Then close the Debrief

N : Service Request form Charges (T) Action (T)

N : Service Request form Charges (T) Pricing (T)

N : Service Request form Charges (T) Pricing (T) Charge Report

N : Service Request form Charges (T) Pricing Rule (T)

N : Install Base User Find Instance Click on Service Requests.

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