Download Oracle FLEXCUBE Universal Banking

Example 3
Step 1: Mr. Mark is interested in a new Term Deposit product for investment. He calls up the
banks help desk number inquiring about the same. The bank’s helpdesk person opens a new
conversation based on the details provided by Mr. Mark.
Field Name
Value
Conversation Details
Provide details about product TD04
HELPDSK@07-FEB-2012:13:29
Step 2: Helpdesk person assigns the conversation to TD department (TDDEPT). The system
auto assigns the conversation to TD role (TD_ROLE). This action will result in a query being
raised to all the users mapped to that TD role.
Field Name
Value
Conversation Details
Assigned to: HELPDESK Help Desk: TD_ROLE
HELPDESK@11/2/2012:1:35
-----------------------------------------------------------------Provide details about product TD04
HELPDSK@07-FEB-2012:13:29
Step 3: Mr. Taylor from the Term Deposits department pickup up the conversation an assigns
it to his subordinate Mr. Collin.
Field Name
New Value
Conversation Details
Mr. Collin, Please clarify the customer with the required details.
Conversation Status: O : W
Assigned to: TD_ROLE : COLLIN
HELPDESK@11/2/2012:1:35
TAYLOR@11/2/2012 3:45
-----------------------------------------------------------------Assigned to: HELPDESK Help Desk : TD_ROLE
HELPDESK Help Desk @11/2/2012:1:35
-----------------------------------------------------------------Provide details about product TD04
HELPDSK@07-FEB-2012:13:29
Step 4: Mr. Collin then responds to Mr. Mark with all the details of Term Deposit product.
Field Name
Value
5-5