We are glad to announce an enhancement to the Service Request creation process in My Oracle Support called Guided Resolution. This applies to new SRs being raised against the Oracle Communications Billing and Revenue Management (OCBRM) product of the Oracle Billing and Revenue Management family. This is introduced in a phase-wise manner, starting with Subscription Management, Billing and Invoicing functional areas.
Going forward, Guided Resolution will be introduced to remaining OCBRM functional areas as well.
What is in the store:
We now have better defined problem types and sub-types when raising a new SR.
"Guided Resolution" consists of a few concise questions and answers resembling a decision tree to narrow down the aim of the issue being reported.
Relevant knowledge documents are suggested based on the decision tree path taken providing a possible immediate solution to the issue.
Relevant SR Data Collection (SRDC) documents are suggested where appropriate; describing what information should be collected to complete the SR creation.
We hope these enhancements in the SR creation process will improve the likelihood of finding a quick solution to common issues and speed up the SR resolution process with precise information being gathered as per SRDCs.
Feel free to open a community thread here, if you have any questions or suggestions that are specific to the BRM Guided Resolutions.