Siebel System Admin, Install and Upgrade (MOSC)

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Oracle CRM - Siebel Case Owner 's Case Management

edited Oct 4, 2018 5:16AM in Siebel System Admin, Install and Upgrade (MOSC) 5 commentsAnswered

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.

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