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Scenarios for Agreements and Entitlements in Siebel Communications

Agreements for commercial customers and residential customers may be managed differently. To reflect this, this section presents two different business scenarios.

Scenario for a Commercial Customer

This scenario shows a sequence of procedures performed by an account manager (end user). Your company may follow a different sequence according to its business needs.

An account manager has been working with a commercial customer for the past two months on an opportunity to supply 100 new subscriptions and rented handsets to the customer's office. Account information for the customer is already present in Siebel Communications. Over the past two months, the account manager has created and maintained the opportunity, quotes, and proposals in Siebel Communications.

After reviewing several proposals and discussing different offerings and services, the company's owner has accepted the account manager's most recent proposal and has requested a service agreement for the current quote.

First, the account manager creates an agreement record with basic information such as account name, effective date, and a general description of products and services to be covered. He next selects the appropriate terms to add to the agreement and specifies contacts for this agreement. Next, he creates an order. When the order is created, Siebel Communications associates the new service with the agreement.

The account manager then uses Siebel Communications to generate a physical service agreement. Using a predefined agreement template that the account manager selects, Siebel Communications automatically assembles sections from the agreement library and adds the information the account manager entered for the agreement record and its associated terms and contacts. Siebel Communications then places the text in a Microsoft Word document. If necessary, the account manager can manually edit the Word document to personalize it for the customer.

Finally, the account manager prints the finished service agreement for the owner's approval and signature.

Figure 7 shows the sequence of procedures that might be used to manage commercial agreements.

Figure 7. Example of Sequence for Agreements (Commercial)

Scenario for a Residential Customer

This scenario shows a sequence of procedures performed by a customer service representative (end user) at a local office. Your company may follow a different sequence according to its business needs.

A residential customer with an existing service agreement decides to purchase a wireless handset for her daughter. She visits an authorized dealer to complete this transaction. The dealer looks up her agreement in the dealer's back-office system, which is connected to Siebel Communications at Greenwich mean time (GMT).

The dealer then creates the order in Siebel Communications. When the order is created, Siebel Communications associates the new service for the daughter with the mother's agreement. When the order is complete, Siebel Communications automatically updates the agreement with the new service. Finally, Siebel Communications issues requests to the appropriate back-office applications to provision the daughter's new wireless service.

Figure 8 shows the sequence of procedures that might be used to manage residential agreements.

Figure 8. Example of Sequence for Agreements (Residential)