Bookshelf v8.0: Scenario for Using Workflow to Promote Timely Service Request Resolution

This topic gives one example of how a workflow process can be used to promote service requests are resolved in a timely fashion. You might use workflow processes differently, depending on your business model.

This scenario underscores how basic Siebel Workflow concepts can be used to automate a business process. Prior to implementing Siebel Call Center, a service manager for a high volume service agency felt her organization was unable to resolve many customer issues in a timely manner. To better track and manage service requests, the service manager decides to implement the Service Request module to automate the company's service request management process.

The goal is to meet a Service Level Agreement commitment by making sure newly logged service requests (SRs) are resolved within a specific amount of time. The service manager needs the SRs to be assigned by the Siebel application to the most appropriate representative based on availability and matching skills. If the SR needs immediate attention, the manager needs the owner of the SR notified.

The service manager's developer uses the Process Designer in Siebel Tools to define the business process for a new service request. Figure 2 illustrates a diagram of the process as it appears in the Process Designer. The diagram includes the steps and decision points involved when a new service request comes into the organization. To see how this workflow fits within the development architecture, see Overview of Workflow Development.

When an SR is logged, the workflow process is triggered. The workflow process calls Siebel Assignment Manager to assign the SR to the best available service representative. Based on the severity of the SR, Workflow can then send email notification to the representative, using Siebel Communications Server. Automating this process helps the company achieve faster turnaround time to resolve SRs and to meet the company's service commitments.

Step Descriptions for the Scenario

Table 4 describes each step used in the new service request scenario. Note that the descriptions are not generic. They refer specifically to the workflow process steps used in this scenario.

Table 4. Description of Steps in the New Service Request Scenario
Step Name	Step Type	Description
Start	Start	Every workflow process has a start step that is used to commence the process. Invocation is defined on the connector emanating out of the start step.
Open SR	Branch Connector	The workflow is invoked by the creation of a new service request record.
Assign Service Request	Subprocess	The service request is assigned to the appropriate agent based on assignment rules defined in the subprocess.
Severity?	Decision Point	The decision point uses service request severity to determine the next step that is taken: Critical, High, or Medium.
Send Email	Business Service	If the service request priority is critical, the business service step sends an email to the assigned agent.
Set Priority to High	Siebel Operation	The service request priority is set to High.
Assign Substatus	Siebel Operation	The sub status is set to Assigned.
Email Error	Exception Branch	If the email is undeliverable or if the Send Email business service step returns some other error, an exception branch is taken.
Generate Error Activity	Siebel Operation	An activity is generated to manage the error.
Set Priority Very High then Dispatch	Siebel Operation	The service request priority is set to Very High and the substatus is set to Dispatch.
End	End	The workflow process ends.

Siebel Business Process Framework: Workflow Guide		Copyright © 2008, Oracle. All rights reserved.