Lesson Summary

The key points we covered in this lesson include:

You must exhaust all possible resources to resolve all tasks before escalating an order. The escalation queue you select in the case tracking system must correspond to the theater from which the order was submitted. The Escalation Reason specifies why the order is being escalated in the case tracking system. The Oracle Defect Note is used to tag orders that are not booked at initial entry due to incomplete or invalid information and must be the first note entered in Oracle. The Internal Use Only Note should be entered in a standard format and properly document any troubleshooting you have attempted so far as well as any information about further action required. The IC Order Reference Document is a valuable tool for looking up the Oracle Defect Code and Escalation Reason that correspond to each task.