Creating a New Queue for Service Requests
Oracle Service allows the routing of the Service Requests created based on employees belonging to a territory or a group. Here are the steps involved in Setting up of employees, assigning them to a group and assign the group to a territory (or countries).
Navigation To Create the Employees : US Super HRMS Manager à People à Enter and Maintain à New
Enter the mandatory details (ignore the Notes on the Date of Birth and other messages on fields not entered), such as Last Name, First Name, Gender etc. Note down the Employee Number(s) created for each employee, this makes it easy to query while importing them into CRM, as mentioned below.
Import the above Resources :
CRM Resource Manager à Maintain Resources à Import Resources à Query on the above employee numbers one at a time.
Click on the ‘Start Import’ button to enter an appropriate Role, and save the Resource
Create a New Group to associate it to a New Queue :
CRM Resource Manager à Maintain Resources à Groups à Enter ‘ME Support’ (eg.) as the Support Queue Name à On the second block of the form, enter the name(s) of the Employee(s) that were created and imported in the above step.
Click on the ‘Used In’ tab and enter the Applications that this Group will be used in (if this is not done, the Queue will not show up in the LOV of Oracle Service) – for eg. Support, Service, iSupport. Save.
Customer Support à TerritorybManagement à
Double Click on any available queue.
The easiest way to create a New Queue is to click on ‘Copy Territory’ of the Queue that has been opened.
Enter the Queue Name and the Start Date. Click on the ‘Transaction Qualifiers’ subtab and add the values for the Countries that belong to this Territory.
Click on the Resource tab and enter the New Support Queue Name in the Name field and Save the information.
Verify the Queue shows up in the LOV of the column, Group, that shows up in the Oracle Service form.