The name of the program we are transitioning email orders to incidents.
What is Oracle Service Cloud?
100
This is where you input all of your communication within an incident.
What is Message Thread?
100
You don't always change your password. But when you do, you would go to File, Options, and then choose this option
What is Personal Settings?
100
All of the training material from OneNote will be placed here.
What is Knowledge Base?
100
This tab is used to view all contact related information within the Incident.
What is Contact/Details Tab?
200
This is the OSC's auto screen recognition technology based on a caller's phone number.
What is PopFlow?
200
When customers request help through email, OSC automatically creates this.
What is an Incident?
200
OH NO! You've moved too fast in the system and misplaced some columns and tools! This setting allows you to restore all tools back to its original location.
What is Reset Tools Windows setting?
200
You can use this to save time, eliminate errors, and respond with consistent information in a template format in your incident responses.
What is Standard Text?
200
This tab is used to view order information, line items, shipping/invoice info and notes from Oracle.
What is the EBS Tab?
300
This feature gives you the ability to convert your current screen within OSC, into a new window.
What is the Dock/Undock Button?
300
This is where all new and updated incidents are located within OSC.
What is My Inbox?
300
You use this code to demonstrate the actions you've taken resolve the customer's request.
What is Disposition?
300
If you're ever stuck in the mud and need a quick refresher, you can always refer to this Manual.
What is Oracle Service Cloud Training Manual?
300
This tab is used to view, open, or download any files that were received within an incident.
What is the Attachments Tab?
400
This feature will be used when incidents are closed and more incidents need to be processed.
What is Fill Inbox?
400
This is considered the OSC term for assigning an incident to another department.
What is Re-Queuing?
400
This is an OSC term for a department.
What is Queue?
400
We don't always forget to fill-in these fields. But if we do, we can always count on a red asterisk to remind us.
What is Mandatory Fields?
400
We don't always want to be a private investigator, but you can be when you view the incident history trail in this Tab.
What is Audit Tab?
500
By using the OSC technology, we can now transition all business request out of this popular Windows program.
What is Outlook?
500
When emailing a customer or Rep, you would select this option to ensure they see your message in the thread of your reply.
What is Customer Response?
500
This is the OSC area where you will be working an Incident.
What is Incident Workspace?
500
We don't always have time to read through all of the knowledge base articles, that's why we can always count on this to help narrow our search.
What are Knowledge base filters?
500
This tab is used to fill out any complaints made by the customer regarding our GOL products.