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1. Request to Resolution - Tele Service Modulea) Dispatch to Debrief (Request to Dispatch)- Field Service Moduleb) Request to Repair (Request to Depot)- Depot Repair Module2. Contract to Renewal - Service Contract Modulea) Author to Sign Service Contract Flow - Oracle Service Contracts Moduleb) Quote to Warranty / Extended Warranty Flow - Oracle Quoting & Order Management Modulesc) Expiring Contract to Renewal - Oracle Service Contracts Module

Request to Resolution Flow:1.Receive Customer Contact (iSupport, Call, Email)2.Capture Service Request Information (like Product Serial No. , Problem Description)3.Verify the entitlements (like Service Contract, SLAs)4.Create Service Request5.Identify the Solution (Knowledge Base, Depot Repair, and Field Service)6.Resolve Service Request7.Maintain Knowledge Base8.Create Charge Order

Dispatch to Debrief Flow: (Request to Dispatch)1.Receive Customer Contact (iSupport, Call, Email)2.Capture Service Request Information (like Product Serial No. , Problem Descrip

tion)3.Verify the entitlements (like Service Contract, SLAs)4.Create Service Request5.Create Field Service Task6.Schedule Field Service Task7.Execute Field Service Task8.Debrief Field Service Task9.Close Task and Service Request

Request to Repair Flow: (Request to Depot)1.Receive Customer Contact (iSupport, Call, Email)2.Capture Service Request Information (like Product Serial No. , Problem Description)

3.Verify the entitlements (like Service Contract, SLAs)4.Create Service Request5.Create Repair Order6.Issue RMA7.Receive RMA8.Manage Repair Jobs9.Record WIP Charges10.Create Sales Order11.Ship the Sales Order12.Invoice the Customer13.Close the Repair Order14.Close the Service Request

Contract to Renewal Business Flow

Author to Sign Service Contract Flow (Oracle Service Contracts)1.Enter Service Contract2.Define Contract Renewal Triggers3.Apply Customer Payment Information4.Review Contract for QA compliance5.Approve Contract6.Sign Contract

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Quote to Warranty / Extended Warranty Flow (Oracle Quoting & Order Management)1.Determine Service Interest2.Negotiate Price, Discounts and Terms3.Convert Opportunity to Quote4.Determine Order Details5.Convert Quote to Order6.Create Extended Warranty7.Maintain Customer Install Base8.Verify Entitlement

Expiring Contract to Renewal (Oracle Service Contracts)1.Identify Contracts for Renewal2.Automatic Renewal3.Renew Contract Automatically(Or)1.Identify Contracts for Renewal2.Manage Contract Changes3.Review Contract for QA Compliance4.Approve Contract Renewal5.Notify Parties of Customer Change6.Sign Contract

In addition to the above mentioned modules, iSupport, Oracle Common ApplicationComponents like Task Manager, Territory Manager, Assignment Manager, Resource Ma

nager, Calender, Notes, Knowledge Management will also be taking part in the execution of business flows.