In an effort to improve the user experience changes have been made to Service Request (SR) creation process using My Oracle Support (MOS). This change is now online for several high-use CRM products. We aimed to streamline the process by reducing the number of questions, making subsequent questions conditional on previous responses, reducing lists of problem categories, and recommending key documents/evidence which should be supplied to help the Support engineer progress the issue. The process is now divided into three steps:
- Problem - prompts for a summary of the issue, and what steps have to be performed to re-produce the issue
- More Information - users will see the biggest change, as they select the ‘Problem Type’, which then presents a series of suggested attachments to upload
- Severity/Contact - section records who to contact, by what means, and the degree of urgency for the issue.
New! EBS CRM Service Request Templating Online https://blogs.oracle.com/ebs/entry/new_ebs_crm_service_request