Oracle CRM - Siebel Case Owner 's Case Management
Hello
We are currently using an Oracle Siebel & EBS Integrated environment.
Siebel Application Version: 8.1.1.14
EBS - 11.2.0.4
Business has a new transformation project, where they want to remodel the case owners team into a tier model.
- Cases identified as low risk - will get assigned to a Tier1 level of case owners
- Cases identified as medium risk - will get assigned to a Tier2 level of case owners
- Cases identified as high risk - will get assigned to a Tier3 level of case owners
This is similar to Oracle Advanced collections in EBS - where there is a collections queue for the collectors to manage.