A tutorial for Oracle ACM/BPM is part of the book.
Here is a the use case description of the book and the download links for the XSD / XML artefacts used in the book and the JDeveloper project.
Use Case description
You receive your monthly credit card statement, open it, and realize the balance due is not what you were expecting. An amount is charged that does not comply with the price of the product you recently purchased. There are a couple of choices on how to report this issue – report it directly from the credit card company’s website or just pick up the phone and call their customer care number. In either case they register your complaint and temporarily remove the charge from your credit card until they investigate why this happened. After a few weeks, you get a letter letting you know that the charge was indeed a wrong charge made by the merchant and that it has been corrected and that the issue has been resolved in your favor.
What you were involved in was a typical case management scenario that can be classified as an Incident Management case as described in [Part 2 – Chapter 2 – Case management classifications]. You as the “Subject” of the case were the one that initiated the case. To resolve your case a number of persons, participants that have a stake in resolving the case in the most effective manner (Stakeholders), performed different actions (Activities) to progress the case from its start until its closure. This will both involve collaboration with departments within the company as well as with external entities, such as the merchant whose charge is under dispute. Let’s take a behind-the-scenes look at how this case was processed. Since the objective of this tutorial is to give you a hands-on experience with Oracle’s Adaptive Case Management and not a lesson in credit card dispute handling we will keep the process simple.
Let’s look at the steps that describe our example use case.
1. Based on the complaint, a case is opened by the customer service representative (CSR)
2. The CSR reviews the case and prepares it for processing by adding relevant information. She requests a signed letter from the customer declaring that the charge being disputed was not made by him and also asks for the copy of the invoice
3. Once the letter is received from the customer, the CSR updates the case by adding the document to the case.
4. If the amount disputed is less than $25 and the CSR concludes, based on the documents and information received from the customer, that this charge is in fact not valid, she has the authority to write-off the charge.
5. Up until now the case has been in its initial phase. With the receipt of the letter, it can now move to the next phase. The next, “Analysis”, phase is where an analyst is assigned to review and investigate the disputed charge.
6. As part of his review the analyst reviews the transactions on the customer’s credit card
7. Once satisfied he has all the information, he requests the merchant to provide a copy of the sales draft for the charge
8. The analyst receives the copy of the sales draft which he adds to the case
9. Based on the sales draft and the documents provided by the customer, the analyst concludes that the charge indeed is wrong
10. The analyst initiates a charge-back on the merchant for the extra amount charged and gives the merchant 30 days to contest the charge-back.
11. The merchant doesn’t contest the charge-back
12. The case is closed in favor of the customer and he is informed about the final outcome
13. During the process the customer may call to get an update on the dispute
14. During the process fraud can be detected, a follow-up fraud case is opened
XSD / XML Artefact used in the tutorial
In this Oracle ACM/BPM chapter two artefacts are used for the creation of data objects (customer.xsd), and for the initiation of the case from the browser (test-startcase-input.xml).
These two aretefacts are available in the following link towards a zip file: Artefacts
The end-result of the tutorial can be downloaded with the following zip file : acm_book_solution (5MB)
During the creation of this project unfortunately I made one mistake. In the below deploymnet view four projects are shown. The ADF project ReviewChargeDisputeForm should NOT be used, use instead the ReviewChargeDispute project