Siebel Employee Relationship Management Administration Guide > Setting Up HelpDesk >

Scenario for Siebel HelpDesk

This scenario provides an example of a process performed by a Siebel HelpDesk administrator, agent, support representative, and a help desk requestor. Your company may follow a different process according to its business requirements.


An organization using Siebel ERM hires a new employee. The administrator assigns the appropriate responsibilities to the employee so that the employee can access the help desk. The administrator assigns the employee a laptop computer and records the asset distribution using Siebel HelpDesk.

The administrator creates a number of solution records, which include answers to frequently asked questions about the organization's 401(k) retirement plan.

To assess the effectiveness of the help desk in resolving problems, the administrator modifies the employee satisfaction survey to pose questions about this area before it is sent to users.

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