Oracle Service Center 2026 Implementation Professional flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Service Request (SR)

The central case object in Service Center that records a customer issue, its messages, tasks, parties, and status through resolution and closure.

SR Type

A configuration object that binds a category to its field layout, statuses, and workflow, controlling how that class of request behaves.

Business Unit

An organizational partition that owns records and controls data visibility; users see records in their unit and permitted child units.

Duty Role

A role that bundles functional privileges; job roles aggregate duty roles, and users are assigned job roles rather than raw privileges.

Reference Data Set

A partitionable list such as categories or queues that can be scoped per business unit so each line of business keeps its own values.

Queue

A holding area for unassigned service requests; queue membership and default owner determine which agents pick up the work.

Assignment Rule

A creation- or update-time rule that evaluates conditions and sets owner, queue, or priority; evaluation order determines the final outcome.

Escalation Milestone

A timed SLA checkpoint with warning and breach actions such as reassignment, notification, or priority change when the target is missed.

Waiting on Customer

A status that pauses SLA clocks when configured, signaling that resolution depends on information the customer must supply.

Knowledge Article Type

A template definition that sets the fields, layout, and review process for a class of articles such as FAQ or troubleshooting.

Article Visibility

A setting that determines whether an article is internal-only or published to the customer portal, combined with catalog security.

Email-to-SR

Inbound mailbox processing that converts customer email into messages on a service request, requiring loop and spam safeguards.

Entitlement

A service agreement that determines which customers or accounts are covered for which channels, products, and SLA levels.

Interaction Record

A record of a customer contact across a channel such as chat, phone, or email, used for omnichannel and handle-time reporting.

Application Composer

The declarative configuration tool used to add custom fields and objects and to adjust layouts without writing code.

Oracle Integration Cloud

A managed integration platform with adapters that connects Service Center to external systems through orchestrations and mappings.

Idempotency Key

A unique correlation identifier sent by an external system so retried requests do not create duplicate service requests.

Migration Load Order

Reference data first, then users and parties, then open service requests, then history and attachments; loading out of order breaks lookups.

SLA Attainment

The percentage of milestones completed within target, computed from milestone start and completion times rather than final SR status.

Aging Bucket

A defined range of days since service request creation used in backlog reports to highlight work that is overdue.

Dashboard Role Assignment

The mapping that controls which job roles can view a dashboard, ensuring each team sees only relevant analytics.

Sandbox Refresh

A copy of production into a non-production environment that overwrites existing content, so unmerged configuration must be exported first.

UAT Exit Criteria

The documented conditions, such as passed business scenarios and signed-off defects, that must be met before cutover proceeds.

Cutover Checklist

The ordered go-live steps: freeze configuration, migrate data, create users, validate integrations, run smoke tests, then open access.

Hypercare

The post-go-live period of heightened monitoring for assignment failures, SLA breaches, and integration errors, with a rollback plan ready.

Self-Service Portal

A customer-facing site for knowledge search, case submission, and case tracking, with branding and authentication configured per portal.

Consent Preference

A contact-level record of opt-in choices for email or SMS that outbound notifications must honor to remain compliant.

Status Transition Rule

A per-transition condition that can require specific fields, such as a resolution code, before a request may move to Closed.

Catalog Security

The control that determines which service catalog items and knowledge categories a user or customer may view and request.

Scheduled Process

A time-based job that performs actions such as auto-closing resolved requests after a set number of days.

Regression Test

A repeat of key scenarios after each change to confirm that new configuration has not broken existing behavior.

First-Contact Resolution

The share of service requests resolved in the first interaction, computed as first-contact closures divided by total closures.