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Business Scenario for Activities


A service department representative use the Activities screen to manage personal tasks and tasks associated with contacts, service requests, solutions, accounts, and opportunities.

After reviewing a to-do list in the Calendar screen, the service representative notices that the first scheduled activity is to follow up on a faxed service request from a customer account requesting a solution to a problem.

Because the service team uses activities to track the service request progress for the account, the service representative is able to prepare for a follow-up phone call by reviewing past activities associated with the customer.

The service representative notes that since the last phone call, another representative has sent literature which solves the company's problem. The service representative prepares for the follow-up call based on this information. As team members accomplish their activities, they mark them as done, providing key status information. After speaking with the customer the service representative logs an activity, records the details of the conversation with the customer, and then closes the request.


 Siebel Call Center User Guide 
 Published: 18 April 2003