Index

Accounts Receivable integration

Action Plan List report (R90CA014A)

Activities by a Customer Contact report (R90CA1301B)

processing options

Add Answer Set form

Add Library form

Add Question form

Add Rate Set form

Address Book integration

Address Parent/Child Revisions

Add Script form

Add Solution form

Add Variable form

Add Work Order form

Advanced Pricing

setting up for cases

Answer Set–Manage <Answer Set Name> form

Answer Set program (P90CF030)

attaching answers

computing answer score

translating answers

automatic accounting instructions
See AAIs

entering information for cases

implementing for Case Management, additional steps

understanding for Case Management

Billing Information form

creating, tips for

business object reservations

Business Object Reservations form

Capital Asset Management integration

Case Activities form

Case Activities program (P90CG510)

Case Analysis By Product Family report (R90CG705)

processing options

Case CSS Inquiry and Add program (P90CG900)

Case Detail/Summary report (R17670)

processing options

Case Duration Statistics by Product report (R17673)

processing options

attaching scripts

basic information

billing information

comments (attachments)

related actions

using solutions

Case Entry program (P90CG504)

case escalation

notification method
See notification escalation method

skill-level method
See skill-level escalation method

understanding methods

Case Management

billing for, additional implementation steps

Case Management system setup

Advanced Pricing

escalation method

processing options

required fields

Case Print report (R17674)

processing options

case priorities

notification escalation method

notification escalation method, setting up for

skill-level escalation method

skill-level escalation method, setting up for

Case Provider Group Routing Rules Revisions form

Case Provider Group Rules Sequence form

Case Provider Group Status Revisions form

case resolution

entering work orders

generating the case workfile

updating status

entering
See case entry

processing, diagram

resolving
See case resolution

running scripts using Related Actions

running scripts using Solution Advisor

system setup
See Case Management system setup

understanding time entry methods

Cases by Customers report (R90CG700)

Cases by Priority report (R90CG701)

processing options

Cases by Status report (R90CG702)

processing options

Cases By Type report (R90CG703)

processing options

Cases Status By Agent report (R90CG704)

processing options

Case Statistics by Assignee report (R17671)

processing options

Case Statistics by Product report (R17672)

processing options

Case Type Revisions form

Case Update program (P90CG501)

Case Workfile Generation program (R17675)

processing options

Competitor Item Sheet Detail report (R90CA060A)

Computer Telephony Integration
See CTI

Contact Address Avery 5160 report (R90CA070B)

processing options

Contact Address Avery 5161 report (R90CA070C)

processing options

Contact Address Avery 5163 report (R90CA070AA)

processing options

Contacts for a Customer report (R90CA0111A)

processing options

CRM Support Applications

integration, diagram

system integrations

CSS Case Update program (P90CG910)

setting up properties

CTI Interface form

CTI Property Revisions form

Customer/Contact Summary-Sel report (R90CA080B)

processing options

Customer Partner List report (R90CA01B)

processing options

Customer Summary-Selected report (R90CA080G)

processing options

Employee Phone List report (R90CA0101E)

processing options

escalation percentages

notification escalation method

skill-level escalation method

Escalation Processing report (R17680)

processing options

General Accounting integration

general ledger class codes

general ledger class codes for cases

responsible business unit for cases

Inventory Management integration

items, associating solutions

creating, tips for

notification escalation method

escalation percentages

setting up case priorities

understanding case priorities

processing options

processing options

P90CF0303 program

P90CF060 program

P90CF070 program

P90CF140 program

P90CF160 program

P90CFSUB program

P90CG501 program

P90CG503 program

processing options

P90CG504 program

P90CG506 program

P90CG510 program

P90CG900 program

P90CG910 program

Periodic Planner report (R90CA13D)

processing options

pricing methods

time and materials

Product Catalog List report (R90CA55CAT)

Provider Group Employees form

Provider Group Revisions form

provider groups

assigning members using distribution lists

assigning members using skill levels

case priorities, notification escalation method

case priorities, skill–level escalation method

routing information

Question program (P90CF060)

Queues Properties Revisions form

processing options

processing options

processing options

processing options

processing options

processing options

processing options

R90CA0101E report

processing options

R90CA0111A report

processing options

R90CA014A report

R90CA01B report

processing options

R90CA060A report

R90CA070AA report

processing options

R90CA070B report

processing options

R90CA070C report

processing options

R90CA080B report

processing options

R90CA080G report

processing options

R90CA1301B report

processing options

R90CA13D report

processing options

R90CA55CAT report

R90CE01 program

updating solution solved count

R90CG700 report

R90CG701 report

processing options

R90CG702 report

processing options

R90CG703 report

processing options

R90CG704 report

processing options

R90CG705 report

processing options

Rate Set program (P90CF140)

required fields

responsible business unit

Re-usable Subforms program (P90CFSUB)

routing information

routing sequences

S&WM System Constants program (P17001)

Sales Order Management integration

Script program (P90CF160)

answer sets
See answer sets

attaching to cases

branch
See branch scripts

creating components

creating header records

linear
See linear scripts

questions
See questions

rate sets
See rate sets

related objects

running a script from a case or work order using Related Actions

running form a case or work order using Solution Advisor

tokens
See tokens

translating script exit messages

understanding components

understanding trees and nodes

using to solve cases and work orders, example

variables
See variables

Search for Libraries form

Search for Solutions form

Service Management integration

skill-level escalation method

defining escalation percentages

managing escalations
See skill-level escalation processing

setting up case priorities

understanding case priorities

skill-level escalation processing

assigning cases to unavailable provider group members

changing commitment dates and time

changing priorities

changing provider groups

processing when call centers is closed

processing when not enough provider group members

reassigning after resolution warning issued

reassigning case to another provider group member

Solution Advisor
See Also solutions

solution libraries

solutions
See Also Solution Advisor

assigning to cases

associating to items

creating libraries

related objects

reviewing frequently used

searching for case and work order resolutions, process

setting up
See Solution Advisor setup

viewing association to cases

viewing association to work orders

working with solved count

working with usage count

solved count (solutions)

SWM System Constants Revisions form

Task Revisions form

Tasks program (P17504)

time and materials pricing method

time entry for cases

time entry methods

Time Entry program (P17505)

processing options

provider groups

Solution Advisor

usage count (solutions)

user defined codes
See UDCs

Variables program (P90CG080)

Work Center form

workflow message queues

setting up properties

setting up security

Workflow Message Security Revisions form

work order entry for cases

Work With Case Management form

Work With Case Priorities form

Work With Case program (P17500)

Work With Case Required Fields form

Work With Distribution Lists

Work With Provider Group Employees program (P90CG506)

Work With Provider Groups program (P17506)

processing options