|Bookshelf Home | Contents | Index | PDF|
Siebel eService Administration Guide Addendum for Industry Applications > Siebel eService for Communications, Media, and Energy > Features Specific to Siebel eService for Communications, Media, and Energy >
NOTE: Service requests are also known as trouble tickets in the Communications industry. The term trouble ticket is used in Siebel eCommunications for internal, agent-facing applications, but the term service request is used in the customer portal, because people who use the product through the Web might not be familiar with this industry-specific terminology. Service requests submitted through the customer portal can be viewed in Siebel eCommunications client by displaying the All Trouble Tickets view.
In the communications, media, and energy industries, it is common for a single customer to have multiple accounts, representing different types of service at different locations. For example, a customer may have accounts for its electric and gas service at a number of locations.
For this reason, Siebel eCommunications and Siebel eEnergy allow you to define complex account hierarchies. For example, you might define a parent account for a customer's business, separate child accounts for each utility service at each of the customer's sites, and several billing accounts to be billed for the service at different groups of sites. For more information about account hierarchies, see the section about accounts in Siebel eCommunications Guide or Siebel eEnergy Guide.
NOTE: For a contact to have visibility to an account, either the Proxy Employee value specified in the .cfg file for eService, eSales and eCustomer, or the login name specified in the Employee Login Name field in the User list of the User Administration screen must be one of the names in the Account Team field of that account's Account record.
Customers click the current account link of the My Account screen to display the current account view, which includes information about their current account and a Select Account list that includes all of their accounts. They can use this Current Account view to:
In the communications, media, and energy industries, it is common for customers to place complex orders, which include products and services. For example, a customer might order a cell phone and cell phone service. The cell phone may have a warranty that expires after a year, while the cell phone service continues until the customer ends it.
For communications, media, and energy, the Siebel eService for Siebel Industry Solutions home page has a link named My Products and Services, instead of the Register My Product link on the Siebel eService home page. There is also a Products and Services applet in the My Account screen. These features allow the customer to view information about the products and services for the account that they are currently logged in under.
|Siebel eService Administration Guide Addendum for Industry Applications|