R12.2 Oracle Service Fundamentals Ed 1

Cost $4,000

Course Code

4 days

Live Virtual Class

What you will learn

This R12.2 Oracle Service Fundamentals training is designed to help functional administrators who have limited programming knowledge how to modify key Oracle TeleService and service request functionality to fit your organization’s business needs. You will learn how to set up service requests to handle a wide variety of customer problems, while learning how to automatically assign those service requests to the right group for resolution.

Learn To:

Create service request types for a wide variety of needs. Configure reports and automatic notifications. Prevent agents from logging duplicate requests. Understand the different HTML and Oracle Forms interfaces. Set up service request security. Generate tasks automatically at service request creation. Set the capture additional service request information.

Benefits to You

When you walk away from this course, you will feel comfortable setting up service requests to handle different customer problems. You'll know how to automatically assign those service requests to the right group for resolution, and more.

Please Note

This course is applicable for customers who have implemented Oracle E-Business Suite Release 12, Release 12.1 and Release 12.2.


  • Analyst
  • Implementer


  • Work with service request charges
  • Understand creation of a service request via the Contact Center and Service
  • Request form and the different items of a service request
  • Identify the basic requirements for creating a service request
  • Understand the different types of security and the responsibilities required
  • Navigate within Oracle TeleService interfaces
  • Define the key concepts of work assignment and how work is automatically assigned
  • Set up and send automatic notifications
  • Configure the User Interface


  • Introduction to Service and Oracle TeleService
    • E-Business Suite Application Foundation
    • Customer Management Features
    • Service Request Management
  • Service Request Overview and Basic Setups
    • What is a Service Request?
    • Setting Up Service Request Types and Statuses Overview
  • Additional Basic Setups
    • Categorizing Customer Problems and Resolutions
    • Response and Resolution Times
  • Setting Up Service Request Security
    • Service Request Security Types
    • Standard Service Security
    • Custom Security
  • Setting Up Work Assignment and Distribution
    • Work Assignment and Distribution Overview
    • Work Types
    • Types of Automatic Work Assignment
    • How Automatic Task Assignment Gets Triggered
  • Modifying Service Request Reports
    • Seeded Report Data Definitions and Templates
    • Modifying a Report Template Overview
  • Automatic Notifications
    • Events That Trigger Notifications
  • Capturing Additional Service Request Information
    • Different Capture Methods
    • Contact Center Extended Attributes
    • Types of Extensible Attributes


  • Items in Service Requests
    • Items You Can Log Service Requests Against
    • What Is Oracle Installed Base?
    • Setting Up Inventory Items for Oracle Installed Base Tracking
  • Automatic Generation of Service Request Tasks
    • When to Generate Tasks Automatically
    • Setting Up Task Generation on Contact Center Attributes Overview
    • Overview of Task Generation Setup Based On Request Type, Problem Code, and Items
  • Checking for Duplicate Service Requests
    • When to Use Duplicate Checking
    • Setting Up Duplicate Checking
  • Setting Up Electronic Approvals and Records
    • Electronic Approvals and Records
    • Electronic Approvals and Records Required Setup: Overview
  • Getting Started with User Interface Modification
    • Basic UI Modifications
    • Basic Oracle Forms UI Modifications
  • Setting Up Oracle Knowledge Management
    • Oracle Knowledge Management Overview
    • Searching the Knowledge Base
  • Setting Up Charges
    • Verifying Inventory Attributes for Charges
    • Creating Service Activities and Billing Types
  • Setting Up Customer Care
    • Contact Center Dashboard
    • Creating Profile Variables

Enroll for R12.2 Oracle Service Fundamentals Ed 1

R12.2 Oracle Service Fundamentals Ed 1


SKU: D96344GC10 Categories: ,

Additional information


Jul 18 2022 – Jul 21 2022 (4 days) 9:00 AM – 5:00 PM US-Eastern


Live Virtual Class


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