## Getting Started with JD Edwards EnterpriseOne Customer Self Service

This chapter discusses:

- JD Edwards EnterpriseOne Customer Self Service overview.

- JD Edwards EnterpriseOne Customer Self Service implementation.

### JD Edwards EnterpriseOne Customer Self Service Overview

JD Edwards EnterpriseOne Customer Self Service enables customers access to their information, provides them with timely and accurate information, and enables them to submit order and support requests.

Through self service, customers can:

- Submit orders and review order status.

  Before placing orders, customers can review inventory information to determine if adequate amounts are on-hand or adequate quantities are backordered before they submit orders.

- Review shipment status.

  Customers can review estimated delivery date and time, freight charges, and shipment routes.

- Validate account transactions.

  Customers can access their account, review invoices that apply to them, and identify any accounting discrepancies.

- Compare forecast information to schedules.

  Customers can review forecast information and adjust forecasts or add new forecasts.

- Submit cases and search for resolutions.

  Customers can submit cases and search for failure analysis information or solutions to help them resolve their issues, as well as submit solutions.

- Review service information

  Customers can add and view equipment and view their contracts and work orders.

This implementation guide discusses the setup and implementation features of JD Edwards EnterpriseOne Customer Self Service system for these Oracle products:

- JD Edwards EnterpriseOne Sales Order Management

- JD Edwards EnterpriseOne Inventory Management

- JD Edwards EnterpriseOne Transportation Management

- JD Edwards EnterpriseOne Forecast Management

- JD Edwards EnterpriseOne Failure Analysis

- JD Edwards EnterpriseOne Case Management

- JD Edwards EnterpriseOne Solution Advisor

JD Edwards EnterpriseOne Service Management Customer Self Service information is located in a different implementation guide.

See Using the Customer Self-Service Portal.

### JD Edwards EnterpriseOne Customer Self Service Implementation

This section provides an overview of the steps that are required to implement the JD Edwards EnterpriseOne Customer Self Service system.

Implementing JD Edwards EnterpriseOne Customer Self Service for a particular feature must be preceded by setting up the corresponding JD Edwards EnterpriseOne application from Oracle:

- JD Edwards EnterpriseOne Sales Order Management

- JD Edwards EnterpriseOne Inventory Management

- JD Edwards EnterpriseOne Transportation Management

- JD Edwards EnterpriseOne Forecast Management

- JD Edwards EnterpriseOne Failure Analysis

- JD Edwards EnterpriseOne Case Management

- JD Edwards EnterpriseOne Solution Advisor

For example, if you are implementing JD Edwards EnterpriseOne Customer Self Service to enable customers to review and submit orders, you must first set up and implement JD Edwards EnterpriseOne Sales Order Management before you implement JD Edwards EnterpriseOne Customer Self Service for Sales Order Management.

Each product's Getting Started chapter contains specific implementation and component interface information for that product. This implementation guide includes information about component interface features for customer self service as it relates to order submittal and review, shipment tracking, inventory inquiry, account payable inquiry, case submittal, failure analysis inquiry, and solution inquiry and submittal.

In the planning phase of the implementation, take advantage of all JD Edwards EnterpriseOne sources of information, including installation guides and troubleshooting information. A complete list of these resources appears in the preface in the About This Documentation with information about where to find the most current version of each.

When determining which electronic software updates (ESUs) to install for JD Edwards EnterpriseOne Customer Self Service, use the EnterpriseOne and World Change Assistant. EnterpriseOne and World Change Assistant, a Java-based tool, reduces the time that is required to search for and download ESUs by 75 percent or more and enables you to install multiple ESUs at one time.

See JD Edwards EnterpriseOne Tools 8.98 Software Update Guide

#### Installation Steps for the JD Edwards EnterpriseOne Collaborative Portal

You can use the JD Edwards EnterpriseOne Collaborative Portal to implement JD Edwards EnterpriseOne Customer Self Service. This guide does not describe in detail how to install and configure the Collaborative Portal. However, this section provides an overview of the general steps involved in installing and configuring the Collaborative Portal.

Use this table as a guide to the installation and configuration process for the Collaborative Portal and the JD Edwards EnterpriseOne portlets. You should perform the steps in the order listed.

Step | Reference
1. Install and configure the JD Edwards EnterpriseOne system. 2. Apply the updates, service packs, or Electronic Software Updates (ESUs) specified in the MTRs. | See your JD Edwards EnterpriseOne installation documentation.
3. Install and configure the JD Edwards EnterpriseOne Collaborative Portal. | JD Edwards EnterpriseOne Tools 8.98 Portal Reference Guide
4. Generate JD Edwards EnterpriseOne portlets in the WebClient_Portal.war file. | Use both of these guides: JD Edwards EnterpriseOne Tools 8.98 Development Tools: Form Design Aid Guide JD Edwards EnterpriseOne Tools Release 8.98 HTML Web Server Reference Guide
5. Install the WebClient_Portal.war file in the Collaborative Portal. | WebSphere Portal for Multiplatforms: See http://publib.boulder.ibm.com/infocenter/wpdoc/v510/index.jsp?topic=/com.ibm.wp.ent.doc/wpf/welcome.html
6. Create pages and add portlets to pages in the Collaborative Portal. | WebSphere Portal for Multiplatforms: See http://publib.boulder.ibm.com/infocenter/wpdoc/v510/index.jsp?topic=/com.ibm.wp.ent.doc/wpf/welcome.html

#### JD Edwards EnterpriseOne Sales Order Management-Specific Implementation Steps

This table lists the required implementation steps for JD Edwards EnterpriseOne Customer Self Service in the Sales Order Management system:

Step | Reference
1. Set processing options for the Recurring Orders program (P4004Z). | See Entering Sales Orders.
2. Set processing options for the Sales Blanket Order Release program (P420111). | See Entering Additional Orders.
3. Set processing options for the Item Hierarchy (Web) program (P4101H). | See Placing Orders.
4. Set processing options for the Keyword Search program (P418929W). | See Placing Orders.
5. Set processing options for the Sales Order Entry program (P4210). | See Entering Sales Orders.
6. Set processing options for the Self Service-Sales Order Inquiry program (P4210SS). | See Working with Orders.
7. Set processing options for Order Templates (P4015W). | See Ordering Through Templates.

#### JD Edwards EnterpriseOne Inventory Management-Specific Implementation Steps

This table lists the required implementation steps for JD Edwards EnterpriseOne Customer Self Service in the Inventory Management system:

Step | Reference
1. Set processing options for the Self Service-Inventory Information Inquiry program (P41204). | See Performing Customer Inquiries.
2. Set processing options for the Item Cross Reference Self Service program (P4104SS). | See Managing Customers and Items.

#### JD Edwards EnterpriseOne Transportation Management-Specific Implementation Steps

This table lists the required implementation step for JD Edwards EnterpriseOne Customer Self Service in the Transportation Management system:

Step | Reference
1. Set processing options for the Self Service Shipment Tracking program (P4947S). | See Performing Customer Inquiries.

#### JD Edwards EnterpriseOne Forecast Management-Specific Implementation Steps

This table lists the required implementation step for JD Edwards EnterpriseOne Customer Self Service in the Forecast Management system:

Step | Reference
1. Set processing options for the Self Service-Display and Respond to Forecasts program (P3462). | See Performing Customer Inquiries.

#### JD Edwards EnterpriseOne Failure Analysis-Specific Implementation Steps

This table lists the required implementation step for JD Edwards EnterpriseOne Customer Self Service in the Failure Analysis system:

Step | Reference
1. Set processing options for the Self Service-Failure Analysis program (P17766SS). | See Performing Customer Inquiries.

#### JD Edwards EnterpriseOne Case Management-Specific Implementation Steps

This table lists the required implementation steps for JD Edwards EnterpriseOne Customer Self Service in the Case Management system:

Step | Reference
1. Set processing options for the Case Customer Self Service Inquiry and Add program (P90CG900). | See Setting Up Case Management Fundamentals.
2. Set processing options for the Customer Self Service Case Update program (P90CG910). | See Setting Up Case Management Fundamentals.

#### JD Edwards EnterpriseOne Solution Advisor-Specific Implementation Steps

This table lists the required implementation step for JD Edwards EnterpriseOne Customer Self Service in the Solution Advisor system:

Step | Reference
1. Define solutions with visibility of All so that self service users can view the solution. | See Setting Up Solution Advisor.