How to set up Relationship Plans to display Alerts and Actions (Doc ID 2044802.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Customer Care - Version 11.5.10.2 and later
Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.

Goal

How to set up Relationship Plans to pop-up Alerts and Actions.

Whenever an agent is working on a customer record that meets specific conditions the application can automatically display an alert message or an action (such as launch a script) that guides the agent through the interaction with the customer.  Relationship plans can trigger alerts and actions for agents working in the Contact Center and Service Request modules in Oracle TeleService and in the E-Business Center window for Oracle TeleSales.

Although the TeleService Implementation Guide contains an extensive section on how to set up Relationship Plans, the list of steps is not readily available, hence the creation of this Note.

Alerts and actions require similar, but different, set-up.   This Note covers both set-ups, but does not attempt to explain how to define the script (SERVICE REQUEST CREATION) which is used in the Action.

The first six steps cover the Alert set-up.  In the remaining steps the Alert will be temporarily disabled, the Action will be created/enabled, and then both Alert and Action will be enabled together.

Solution

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