Can't See All Functional Areas For Service

(Doc ID 2409307.1)

Last updated on JUNE 09, 2018

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.02.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.18.02.0 version, Functional Setup Manager


PROBLEM DESCRIPTION
Customer followed the steps to enable the new sales offering after Rel 13 upgraded
"Steps to Enable the New Sales Offering and Disable the Obsolete: Sales Offering (Doc ID 2365808.1)"

Customer followed the below steps from document
https://docs.oracle.com/en/cloud/saas/sales/r13-update18a/faiec/setting-up-work-assignment-and-routing.html#FAIEC15128

To manage service request assignment rules:
1. In the Communication Channels functional area, select the Manage Service Assignment Rules task.
The Manage Service Assignment Rules page appears.
2. Select a Category based on the following.
o Generic Queuing Rules: Rules set for all types work items.
o HR Service Request Queuing Rules: Rules set for service request for HR help desk
o Service Request Queuing Rules: Rules set for service request for CRM
this information is in the documentation:

But they don't see the functional areas mentioned in the document.


 

Solution

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