Hi everyone, We are currently studying how we could use the Call Center for our internal and external support to replace our old external call center system(s). At the moment we are using Apps9 UPD14, but we are planning to go forward with upcoming IFS version.What we are curious about, how others are actually using the system (in Apps9 or Apps10).How are you sending case report to customer? Are you using “Send e-mail message” function and writing/copying the resolution to customer or have you created custom printout that will be attached to case? Something else? Our customers are requiring quite extensive report for the cases, with dates, locations, all communication, resolution, hours used etc.. Where “sensitive data” e.g. software code changes, of the case could be saved that way the customer cannot see it. “Our Description” or “Our Resolution” could be one place as we are only offering support in English.And in general would love to see how others are using the Call Center in Gener
Hi,I have been studying the custom pages (and projections) to fetch information. We would have need to fetch data from Call Center cases, for internal customers → Page where general user could only see the case information on read-only without having to grant whole call center projection and all those multiple pages. We do not want general user to be able to have access on Call Center/CaseHandling related pages.I have created a persistent case_id attribute, and whern trying do next read-only field for Description (Expression Cc_Case_Description_API.Get_Customer_Description(v.case_id)) and trying to validate/approve I got following error.Error in validation of Custom Attribute [DESCRIPTION]. The Expression statement is invalid. Modify the expression and resubmit. Using view C_C_INTERNAL_CASE_CLV as v. Using table C_C_INTERNAL_CASE_CLT as t.However same expression is working on system defined CcCase Entity..
Hi, We are about to implement Call Center for our internal and external support teams. What I’d like to know is how other users are handling periodical invoicing of base services (fixed monthly fee). Basically we would like to make it simple and possibly automate the invoicing as much as possible.One possibility is to use Service Contract, and its periodical invoicing feature. However is do not have connection to actual Support Agreement, and is quite complicated for simple contracts, where there is only one or two service lines.At the moment we are using Customer Order where coordinator is creating one order for contract period (or year) with lines for each month and invoice lines one by one..I’m quite sure that other companies has had similar questions and would like to know how others have solved this?
Already have an account? Login
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
