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Assigning Service Requests to a Partner


Customers often have service requests that one of your partners is most qualified to handle. You may receive the service request through your call center, and then find that a partner should handle it.

You can assign service requests to partner employees manually, or you can use Siebel Assignment Manager to create rules that automatically assign service requests to the appropriate partner employee.

You can use Assignment Manager to decide which of your employees or your partner's employees is best able to handle a service request by scoring them on the basis of product expertise, territory, and many other criteria. Assignment Manager sums the scores for all the criteria and assigns the service request to the employee with the highest score.

For example, a large air conditioning manufacturer may rely on third-party technicians to service its products. Service requests come in through the manufacturer's call center, and the manufacturer can use Siebel Assignment Manager to assign the service requests to partner technicians based on the partner's location and expertise.

If you have set up a partner company as the only division in its organization, you can assign a service request to the organization instead of to a specific employee.

The service request assigned in this way appears in the All Service Requests view when partners access Siebel PRM through the Web, but it does not appear in the My Service Requests view for any individual. A person at the partner company who has access to the All Service Requests view must assign the service request to an employee.

Employees of partner companies can also enter service requests themselves on behalf of customers, and these are visible to your company as well as to the partner company.

For more information about working with service requests, see the section on service requests in Siebel Applications Administration Guide.

For more information on the Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

NOTE:  Because a service request has only one owner, it is automatically visible in the Partner Operations screen under the owner's company. You do not have to explicitly assign the service request to the partner organization to make it visible in the Partner Operations screen.

To assign service requests to a partner employee manually

  1. Navigate to the Service > Service Request List > All Service Requests Across Organizations view.
  2. In the Service Requests list, select the service request you want to assign to the partner.
  3. In the form for the service request, click the select button of the Owner field.

    The Pick Service Request Owner dialog box appears.

  4. Select the record for the partner employee you want to assign the service request, and click OK.

    This partner employee can now view this service request in the My Service Requests view.

To assign a service request to a partner company

  1. Navigate to the Service > Service Request List > All Service Requests Across Organizations view.
  2. In the Service Requests list, drill down on the service request you want to assign to the partner.
  3. In the More Info form for the service request, click the select button in the Organization field.

    The Pick Organization dialog box appears.

  4. Select the record for the organization you want to assign the service request, and click OK.

    This partner organization can now view this service request in the All Service Requests view.

To work with the service requests you have assigned to a partner

  • Modify a record by selecting a field and changing the information.
  • Delete a record by selecting it, clicking the menu button, and then clicking Delete Record.
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