You can collect quality data at two points in the customer service business process:
Service Requests window in Oracle TeleService. Collect quality data when saving or updating a service request.
Repair Orders window in Oracle Depot Repair. Collect quality data when closing a repair task.
The Service Request module in Oracle TeleService enables customer support personnel to create and manage customer or employee requests for service from the time the customer contacts the organization or logs a service request on the Web until the problem is resolved. As service requests are logged, collection plans in Oracle Quality can capture data related to inspection and test results, nonconformances, corrective action requests, etc. See: About Oracle TeleService, Oracle TeleService User Guide.
The depot repair process includes the return of broken and serviceable items, their diagnoses and repair job estimates, customer approvals and repairs management, and subsequent return of items to customers. As repair order tasks are closed, collection plans in Oracle Quality can capture data for all repair order tasks or for specific types of repair order tasks, such as repair order tasks with a repair type of refurbishment. See: What is Oracle Depot Repair?.
To be able to collect quality results during a transaction, you must set up and define one or more collection plans specific to the transaction. For service requests, this transaction is named Service Requests (Service). For depot repair tasks, this transaction is named Depot Repair Task Transaction (Depot Repair). See: Quality Data Collection During Transactions and Associating Collection Plans with Transactions. You can create your own collection plan, or you can use the template provided specifically for each transaction to create a plan. See: Collection Transaction Templates. While specifying the transaction, you can also define one or more unique collection triggers for the plan, which will enable you to specify the conditions under which quality data is collected during the transaction.
As with other collection plans, you can make quality data entry mandatory by setting the Mandatory option. If quality collection is mandatory, the user must save at least one quality data record before saving the parent transaction. If the user attempts to complete the transaction without entering data on a mandatory collection plan, Oracle Quality raises a warning. See: Mandatory Data Collection.
You can define a collection plan to run in the background if you want to collect data without user intervention. Background data collection is hidden from the user and occurs automatically, if valid background collection plans are found when the transaction is saved (a "valid" background collection plan is a plan that is associated with the transaction and set to background data collection). See: Background Data Collection.
You can also add quality actions to collection plans, then define the rules that determine when these actions are to be invoked. See: Quality Actions. Types of actions include message actions, alert actions, and actions that determine a value based on a user-defined formula. See: Message Actions, Alert Actions, and User-Defined Actions.