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Using an Activity Plan to Resolve Customer Issues

An activity plan defines the activities needed to implement a project or goal, or to resolve issues that frequently occur. For example, if a service-oriented activity plan is associated with a service request, the plan might include standard set of activities required to resolve the SR.

Activity plans use activity templates that establish the list of activities to be completed. Activity templates, created by administrators, may have various levels of details pertinent to each member of a team, such as requisitioning parts and tools, steps involved in the service activities, or special directions or instructions. For information about activity plan administration, see Applications Administration Guide.

After an agent chooses an activity plan, the steps are in place to help the agent diagnose and resolve the customer's issues, and the agent can move to the next customer call. Either an administrator or Assignment Manager can assign the activities to the appropriate users.

To add activities associated with an activity plan

  1. Navigate to the Service screen, and from the Show drop-down list, select My Service Requests.
  2. In the Service Request list, select the service request, and then click the Activity Plans view tab.
  3. In the Activity Plans list, add a record, and in the Template field, select the appropriate activity template for the service request.
  4. In the Planned Start field, enter the start date and time for activities related to the service request.
  5. Save the Activity Plan.

    6. Activities associated with the plan are automatically generated and appear in the Activities subview.


 Siebel Call Center User Guide 
 Published: 18 April 2003