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DX4C: Chapter 1 Customer 360: 19D Build Requirements

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73 views14 pages

DX4C: Chapter 1 Customer 360: 19D Build Requirements

Dx4

Uploaded by

Plist Matias
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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DX4C: Chapter 1

Customer 360
19D Build Requirements

Copyright © 2019 Oracle and/or its affiliates.


Notes

• API calls should not create a performance issue where it


takes seconds to load…
• When logged in should see customer 360 screen first
• Should have CTI integration

Copyright © 2019 Oracle and/or its affiliates.


Overarching Requirement

To show a Communications Customer 360 view with minimum number of clicks and preferably
with Call center integration

3 Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted


https://docs.oracle.com/cd/E68885_01/doc.731/e68899/
olm_overview.htm#OSMHO104
Card: Order Details from OCC

From OSM, Order Status should show correct value (maybe Gantt Chart view)

Should be able to click on order and


see order status

4 Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted


Card: Customer Assets

List view, Open, Modify, Suspend, Resume APIS from BRM

Need to
ensure MACD
works

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Card: Billing Details
Payments Disputes
Adjustments Events
View

Bill summary Balance


Invoice History
s

Need API for PDF bill view in


BRM
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Card: Billing Details )Other ideas)

These are other screens that are available in BRM Customer care that we should explore how to
expose via API to CRM layer

View of how many days left in billing cycle

Newsfeed view allows you to view all


billing actions impacting an account

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Card: Collections

Collection actions per customer if he has any….

High level view of the collections view per account

Detailed view of the Collection actions per account

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Card: Collections

Collection actions per customer if he has any….

Ability to add/edit actions per user

Actions tasks per collections task

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Card: Field Service Integration
Returns Lat/Long – should show map view
Order dispatched, where it is in field? Might require OSM task creation in Field services

∙ Use Case:
∙ Customer orders 5G modem.
∙ We create a task in the order process where we will
send a technician to the users home to do the install.
∙ We create a task in Field Service.
∙ Customer calls to complain about the technician not
arriving
∙ CSR checks in real time where the technician is and
sees this on a map
∙ Customer can also check where the technician is via
ALEXA/ Digital assistant/ Sercice Cloud/ Mobile app
(by calling API above?)
∙ technician goes to the home and does the install
10 Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted
Miscellaneous Cards

• Service Requests
• Activities
• All touchpoints with
customer
• Next Best Offer
• Add-on with
Analytics will be
good.
• Customer Sentiment Analysis
• OCDM with Cloud DVCS

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Live Experience Interaction

When LX session opens create Service Request and show service request screens.

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Customer KPI metrics

We should show the customer KPI metrics for each user

This report comes from OCDM which is no longer being sold. But we
can leverage the metrics and customer data to produce these reports

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Thank you!

Demo Services

Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted


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