Search Results jtf_ih_outcome_results




Overview
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Overview

The JTF_IH_OUTCOME_RESULTS table is a core intersection table within the Oracle E-Business Suite's Interaction History (IH) module, part of the CRM Foundation (JTF). It serves a critical data integrity function by defining and storing the valid combinations of Outcomes and Results for customer interactions. In the context of service and support, an Outcome (e.g., "Case Resolved") can be associated with multiple specific Results (e.g., "Solution Provided," "Part Shipped"). This table acts as a junction, enforcing business rules by pre-defining which Result codes are permissible for a given Outcome code, thereby ensuring consistency and accuracy in interaction tracking and reporting across the CRM suite.

Key Information Stored

The table's structure is intentionally simple, consisting primarily of two foreign key columns that form its composite primary key. The OUTCOME_ID column references a valid outcome code from the JTF_IH_OUTCOMES_B table. The RESULT_ID column references a valid result code from the JTF_IH_RESULTS_B table. The unique pairing of these two IDs constitutes a single valid outcome-result combination. This design ensures referential integrity and prevents the logging of arbitrary or invalid result codes against an interaction's outcome.

Common Use Cases and Queries

The primary use case is to populate and validate the list of available Results for a user-selected Outcome within the user interface of CRM applications like Oracle TeleService or the Interaction Center. For instance, when an agent closes a service request, they select an Outcome, and the application queries this table to dynamically present only the relevant Results. A typical query to retrieve all valid results for a specific outcome would be:

  • SELECT res.result_code, res.name FROM jtf_ih_results_b res, jtf_ih_outcome_results o_r WHERE o_r.outcome_id = :p_outcome_id AND o_r.result_id = res.result_id;

From a reporting perspective, the table is essential for decoding the numeric outcome_id and result_id stored on interaction records (e.g., in JTF_IH_INTERACTIONS) into their meaningful business descriptions for analytical reports on agent performance and case resolution trends.

Related Objects

This table sits at the intersection of two key master data tables, as defined by its foreign key constraints. It is directly dependent on JTF_IH_OUTCOMES_B (the outcomes master table) and JTF_IH_RESULTS_B (the results master table). The table's primary purpose is to govern data entry for interaction-tracking entities, most notably the JTF_IH_INTERACTIONS table, which stores the actual customer interaction records and references the valid outcome_id and result_id pairs defined here. Administrators configure these relationships via the Interaction Center Administrator responsibility.