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Accessing or Updating Account Information in Siebel Energy (End User)

Siebel Energy allows end users to access the same account information through different views. Specific views allow end users to find the information most relevant to them, according to the procedure they need to perform at that moment.

Most views allow end users to record interactions with a customer and to update the customer's information, depending on the system setup and the end user's access rights.

From all views, end users can access information on billing, service, quotes, agreements, contacts, and so on.

The end-user views are:

  • Customer portal view (call center agent). While talking to the customer, call center agents generally need an overview of a customer's account. The customer portal view allows them to access the most commonly needed information in a compact presentation.
  • Account views (sales representative). Sales representatives access the same account information as call center agents, but they might do it through the Account views. Each view displays a specific piece of account information. For example, while preparing a report, a sales representative might want to review the usage details or order history for an account. The sales representative does not need the account overview information available in the customer portal because she is normally not talking to the customer on the telephone while reviewing information for her report.

To access the customer portal view

  1. Navigate to the Accounts screen.
  2. In the Accounts list, click the Name field.

    The Customer Portal view appears with several lists and forms summarizing the account information.

To access the account views

  1. Navigate to the Accounts screen.
  2. In the Accounts list, click the name of the account.
  3. Click a view tab to access specific information for that account.

To view an agreement for an account

  1. Navigate to the Accounts screen.
  2. Select the account.
  3. In the link bar, click select Agreement Accounts Explorer.
  4. In the explorer tree, expand the folder for the account.

    Subfolders appear for the selected account's agreements.

  5. Expand the folders and select the specific agreement or subagreement to view.
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