We build a table for Milestones and one for Stages, which include who did what and when. For instance, resolving a dispute in customer service by offering the customer some money should trigger automatically a bank transfer and a notification by e-mail both to the customer and to the support supervisor.So we need to implement this verification into the Main Case Handler.
This allows the process/case to trigger this, but then immediately go to the end of Case Action Controller, without waiting for that action to be concluded. Please take it as a way to implement these behaviors.Regarding the first rule, the set of behaviors which we’re going to implement is the following:The first thing we do is get a case ID.
In PCS we implement this behavior as we mentioned before: invoking a message based process that only has this task inside.
First, we validate if the last iteration generates any automatic action. Our team, with expertise in Oracle Cloud Applications technology, along with industry experience, delivers the right solution to clients. In a normal case management scenario, a user can trigger multiple new tasks without the need to finish the previous ones.
Transforming businesses through digitalization was, from the start, our vision that even was embodied in our name: Link Consulting. Then you evaluate the action taken and the case state, determining if the case is now resolved, canceled or if it still continues, looping back to the embedded subprocess in this case.With each loop iteration, and because this is a case, we must check if the changes in the case state or milestone state will trigger automatically any actions. On the first part, we learned a bit about the concepts around Case Management and we (barely) started a process on PCS.
Open an incident using Oracle Service Cloud SmartTag in Outlook; Integrating with Oracle Applications Use them extensively!As we’re trying to “hammer a screw”, things will not be pretty. You’ll never know, in advance, what kind of complaint it will be, or if you need one, two, five or fifty interactions with the customer, or if you need to get approval from department A or B to try and compensate the customer, or even if any legal action will be needed with a supplier of yours, after they failed to compensate the complainer in due time.So, you see, there are some elements that may render part of your process impossible to predict, at least in terms of activity sequence. Some of the behaviors will need a bit of persistence, which implies placing a lot of case metadata in some control tables, hence the DBCS, with the ICS being used to handle all integrations.
Sometimes you would want to do date/time calculations, and PCS isn’t very cooperative on this subject.
Hi and welcome to a new article on Case Management using Oracle Process Cloud Service (PCS).This time, we’re going to address some use patterns that may seem difficult to implement using PCS, and tackle the need for unstructured parts of the process, which is to say, parts of the process that can’t be previously modeled because, well… we don’t know how they’ll turn out.Take for instance a complaint to your customer service department.
Hi everyone and welcome to the second part of our article on implementing Case Management (CM) patterns with Oracle Process Cloud Service (PCS). This is done by placing service tasks where we want them to be updated.Updating Milestones and Stages is the way we can understand how a case is progressing and what actions can be taken at any moment, manual or automatic.There may be times where you would want to listen to events and trigger a case activity based on those events.
In our example, we did the validation in the Database, through a stored procedure that checks the case data and understands if any automatic action is to be taken. This is not to implement Case Management in PCS, but just some case management behavioral patterns.
Let’s say that, for instance, you want to ask your supervisor for his approval to compensate a customer. We’ll use this process now as a container to implement the ad-hoc nature patterns.“We do NOT try to implement Case Management on PCS!” – That’s the first rule. Oracle Service Cloud is the platform we use throughout the company to manage our information and content exchange services with suppliers and customers. Oracle’s intuitive, productive, integrated, contextual, and scalable solution enables your agents to focus on the customer instead of multiple applications. Hi and welcome to a new article on Case Management using Oracle Process Cloud Service (PCS).
Oracle E-Business Suite (EBS) Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. Hi everyone and welcome to the second part of our article on implementing Case Management (CM) patterns with Oracle Process Cloud Service (PCS).On the first part, we learned a bit about the concepts around Case Management and we (barely) started a process on PCS.
It controls the actions that can be taken, and in what conditions it can take them.Right now you’re probably asking “Huuummmm, but isn’t that what the ‘Get Automatic Actions’ and the ‘Get Allowed Actions’ do?” Well, kind of… We use the case main controller to do a few specific things:Our Case Action Controller looks like this, in a very simplified wayNotice that we use Throw Message Events to trigger the actions.