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OKS Business Flow

This Contracts for Service business flow includes the following steps as mention below:(refer to Fig 1 )


  1. Create Quote: In the Quoting module a quote for a customer is created. The quote contains serviceable items, which are linked to a warranty. In addition to this, the customer may have ordered extended warranties for the items.
  2. Create Sales Order: Based on the quote a sales order is created in Order Management. The sales order is pick released, ship confirmed, and fulfilled.
  3. Update Install Base: The ship confirmation updates the customer’s Installed Base.
  4. OKS Contract: As the customer ordered items, which have a warranty attached to it, a warranty contract gets automatically created in Contracts for Service. The same for the ordered extended warranties: A contract is created in Contract for Service that captures the extended warranties.
  5. Author OKS contract: Alternatively a Service Contract for the extended warranties can also be created
  6. Create Invoice: The Main Billing Process in Contracts for Service creates regular invoices for the service offerings in the contract based on the used billing stream information in the contract.
  7. Service Request: After a certain time the customer got problems with one of the purchased products and enters a service request against the product.
  8. Reaction/Resolution Time: The system checks the reaction and resolution times which are part of the Service Contract for this product and sets Respond By and Resolution By dates in the service request.
  9. Problem Resolution: The customer’s problem got resolved within the service cycle, such as Depot Repair or Field Service, depending upon how it is been setup.
  10. Charges: During the resolving process the service department charges for expenses, used materials,and labor costs.
  11. Apply Entitlements: Depending on the customer’s entitlement, which are part of the Service Contract for the repaired product, the customer gets reductions on the expense, material, and labor costs.
  12. Submit to Order Management: The reduced charges are submitted to Order Management.
  13. Create Invoice: The Order Management fulfillment process creates an invoice for the charges of the service requests.
  14. Close Service Request: As the customer’s problem is resolved and the charges are passed to Order Management, the service request can be closed.