Siebel Communications Guide

What's New in This Release

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Overview of Siebel Communications

Key Features of Siebel Communications

Product Modules and Options for Siebel Communications

Business Functions of Screens in Siebel Communications

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Accounts in Siebel Communications

About Accounts in Siebel Communications

Scenario for Accounts in Siebel Communications

Setting Up External Organizations for Siebel Communications

Creating an Account in Siebel Communications (End User)

Creating an Account Hierarchy in Siebel Communications (End User)

Reviewing an Account Hierarchy in Siebel Communications (End User)

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

Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)

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Profiles in Siebel Communications

About Profiles in Siebel Communications

Scenario for Profiles in Siebel Communications

Creating and Updating a Profile in Siebel Communications (End User)

About Billing Profiles in Siebel Communications

About Customer Profiles in Siebel Communications

About Exemption Profiles in Siebel Communications

About Financial Profiles in Siebel Communications

About Fraud Profiles in Siebel Communications

About Loyalty Profiles in Siebel Communications

About Site Profiles in Siebel Communications

About Statement Profiles in Siebel Communications

Creating and Updating an Address Profile in Siebel Communications (End User)

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Contacts in Siebel Communications

Scenario for Contacts in Siebel Communications

Adding a Contact in Siebel Communications (End User)

Modifying a Contact Profile in Siebel Communications (End User)

Creating a Contact-Related Activity in Siebel Communications (End User)

Associating a Contact with a Trouble Ticket in Siebel Communications (End User)

Additional End-User Tasks for Contact Management in Siebel Communications

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Agreements and Entitlements in Siebel Communications

About Agreements and Entitlements in Siebel Communications

Scenarios for Agreements and Entitlements in Siebel Communications

Setting Up Templates for the Auto Document Feature of Siebel Communications

Adding an Agreement in Siebel Communications (End User)

Adding Agreement Terms and Generating Totals in Siebel Communications (End User)

Creating and Printing an Agreement Document in Siebel Communications (End User)

Associating an Agreement with an Order in Siebel Communications (End User)

Associating an Agreement with a Service Item in Siebel Communications (End User)

Revising an Agreement in Siebel Communications (End User)

Viewing Agreement Details in the Explorer in Siebel Communications (End User)

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Premises in Siebel Communications

Scenario for Premises in Siebel Communications

Setting Up Premises in Siebel Communications (End User)

Registering a Premise Hookup in Siebel Communications (End User)

Associating an Activity with a Premise in Siebel Communications (End User)

Verifying a Premise in Siebel Communications (End User)

Viewing Service Point Information in Siebel Communications (End User)

Viewing Usage History in Siebel Communications (End User)

Viewing Service Requests for a Premise in Siebel Communications (End User)

Adding a Service Request for a Premise in Siebel Communications (End User)

Adding Infrastructure Information in Siebel Communications (End User)

Additional End-User Tasks for Premise Management in Siebel Communications

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Assets in Siebel Communications

About Assets in Siebel Communications

Scenario for Assets in Siebel Communications

Creating an Asset in Siebel Communications (End User)

Associating Related Assets with a Primary Asset in Siebel Communications (End User)

Viewing Hierarchical Information for an Asset in Siebel Communications (End User)

Creating a Transaction for an Asset in Siebel Communications (End User)

Viewing Components Associated with an Asset in Siebel Communications (End User)

Adding a Service Request Associated with an Asset in Siebel Communications (End User)

Adding a Change Request Associated with an Asset in Siebel Communications (End User)

Viewing Service Points and Services in Siebel Communications (End User)

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Opportunities in Siebel Communications

Scenario for Opportunities in Siebel Communications

Creating an Opportunity in Siebel Communications (End User)

Associating an Account with an Opportunity in Siebel Communications (End User)

Associating a Product with an Opportunity in Siebel Communications (End User)

Creating a Quote for an Opportunity in Siebel Communications (End User)

Creating a Profile for an Opportunity in Siebel Communications (End User)

Associating a Site with an Opportunity in Siebel Communications (End User)

Associating a Partner with an Opportunity in Siebel Communications (End User)

Additional End-User Tasks for Opportunity Management in Siebel Communications

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Billing in Siebel Communications

Scenario for Billing in Siebel Communications

Generating Credit, Fraud, and Usage Information in Siebel Communications

Setting Up the Invoice Image Feature in Siebel Communications

Accessing or Updating Billing Information in Siebel Communications (End User)

Entering Payment Against an Outstanding Balance in Siebel Communications (End User)

Viewing Usage Details in Siebel Communications (End User)

Viewing Unbilled Charges in Siebel Communications (End User)

Process of Creating Adjustments in Siebel Communications (End User)

Requesting an Adjustment

Viewing an Adjustment Request Outcome

Recording a Customer's Decision About Adjustment Outcome Terms

Process of Making Payment Arrangements in Siebel Communications (End User)

Requesting a Payment Arrangement (End User)

Viewing the Outcome of a Payment Arrangement Request (End User)

Recording a Customer's Decision About Payment Arrangement Terms (End User)

Requesting a Duplicate Invoice in Siebel Communications (End User)

Updating a Billing Profile in Siebel Communications (End User)

Additional End-User Tasks for Billing Management

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Work Orders in Siebel Communications

Scenario for Work Orders in Siebel Communications

Creating a Work Order in Siebel Communications (End User)

Adding an Activity to a Work Order in Siebel Communications (End User)

Creating Work Order Line Items in Siebel Communications (End User)

Adding Work Order Terms in Siebel Communications (End User)

Additional End-User Tasks for Work Order Management in Siebel Communications

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Service Requests and Trouble Tickets in Siebel Communications

About Service Requests and Trouble Tickets in Siebel Communications

Scenario for Service Requests and Trouble Tickets in Siebel Communications

Setting up Service Requests and Trouble Tickets in Siebel Communications

Creating a Trouble Ticket Record in Siebel Communications (End User)

Assigning a Trouble Ticket in Siebel Communications (End User)

Associating Parent and Child Trouble Tickets in Siebel Communications (End User)

About Trouble Ticket Solutions

Resolving Trouble Tickets in Siebel Communications (End User)

Using the Customer Satisfaction Survey in Siebel Communications (End User)

Analyzing Trouble Tickets Data in Siebel Communications (End User)

Additional End-User Tasks for Trouble Ticket Management in Siebel Communications

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Credit Management in Siebel Communications

About Credit Management in Siebel Communications

Scenario for Credit Management in Siebel Communications

Reviewing and Adding a Credit Alert in Siebel Communications (End User)

Adding an Activity to a Credit Alert in Siebel Communications (End User)

Contacting the Customer About a Credit Alert (End User)

Entering Payment Information in Siebel Communications (End User)

Process of Creating Account Adjustments or Payment Plans in Siebel Communications (End User)

Submitting Requests for Account Adjustments or Payment Plans (End User)

Viewing Account Adjustment or Payment Plan Request Outcomes (End User)

Recording Customer Decisions About Account Adjustments or Payment Plans (End User)

Closing a Credit Alert in Siebel Communications (End User)

Additional End-User Tasks for Credit Management in Siebel Communications

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Fraud Management in Siebel Communications

About Fraud Management in Siebel Communications

Scenario for Fraud Management in Siebel Communications (End User)

Viewing Fraud Alerts in Siebel Communications (End User)

Following Up with the Customer about a Fraud Alert (End User)

Changing Fraud Thresholds in Siebel Communications (End User)

Updating the Fraud Alert in Siebel Communications (End User)

Additional End-User Tasks for Fraud Management in Siebel Communications

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Defining Integration Workflows for Siebel Communications

Terminology for Integration Workflows in Siebel Communications

Scenarios for Defining Integration Workflow in Siebel Communications

Sample Integration Workflows for Siebel Communications

Sample Integration Workflow: CUT Send Account Data

Sample Integration Workflow: CUT Receive Account Data

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