A - B - C - D - E - F - H - I - L - M - O - P - Q - R - S - U - W

 

A

accounts

adding an account   1

contacts, adding to account   1

defined   1

integration with external system   1

activities   1

activity plans, about and adding   1

activity, defined   1

assigning   1

attachment, adding to   1

business scenario   1

campaigns, associating with   1

change request, associating with   1

closed service requests, associating to   1

contact, adding to   1

defined   1

granting others access to   1

households, adding to   1

parent   1

reassigning   1

service request, adding to activity   1

service requests, associating to   1

service requests, viewing existing activities for   1

working with another's activities   1

activity number, about generating   1

activity plans

about and adding   1

resolution activity, adding to   1

activity templates, about using for activity plans   1

administrators, adding activity plan   1

assigning service requests

See also Assigning the Service Request

manually   1

service representative, automatically assigning   1

attachments

activity, adding to   1

change requests, associating with   1

for email messages   1

updating automatically   1

Auto Update field, using   1


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B

billing back to customer, about   1

broadcast messages   1


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C

call guides, using in campaigns   1 ,  2

caller, verifying   1

campaigns

about   1

activities, associating with   1

call guides, using with   1 ,  2

charts, viewing   1 ,  2

correspondence   1

inbound calls, answering   1

opportunities, creating   1

outbound calls, making   1

prospects, promoting   1

response types   1

response, promoting to opportunity   1

responses associated with campaign, viewing   1

responses, brief   1

responses, detailed   1

SmartScripts, using with   1 ,  2

candidate stage of interaction life cycle   1

change requests

about tracking   1

activities, associating with   1

attachments, associating with   1

new change request, adding   1

service request, associating with   1

charts, viewing campaign   1 ,  2

Communications toolbar   1

contacts

accounts, adding to   1

activities, adding to contact   1

business scenario   1

customer profile information, adding   1

defined   1

household, adding to   1 ,  2

household, storing additional information   1

household, viewing additional information   1

integration with external system   1

new contact, creating   1 ,  2

responses, promoting to an opportunity   1

searching for   1

sending correspondence to   1

verifying   1

correspondence during campaigns   1

counter (message bar), described   1

Create Opty button, using   1

customer

customer interaction life cycle   1

household, adding   1

profile information, adding   1

response, promoting to an opportunity   1

Return Merchandise Authorization, billing back to customer   1

service request, identifying for   1

stage of interaction life cycle   1

customer dashboard

described   1

displaying   1

populating   1

transferring information from   1

using for navigation   1


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D

Date Closed field, automatically setting current date and time   1

 1


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E

eMail Response, Siebel

about   1

adding a solution to a reply   1

adding a URL   1

adding attachments   1

adding literature   1

inbound messages, replying to   1

inbound messages, viewing   1

opportunity, associating with   1

service request, associating with   1

service request, creating   1

setting preferences for   1 ,  2

using HTML controls with   1

 1

external system, integration with   1 ,  2 ,  3


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F

finding a contact using the Search Center   1

follow-up   1


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H

home page   1

households

activity, adding to   1

adding a household   1

additional contact information, storing   1

additional contact information, viewing   1

business scenario   1

contacts, adding to   1 ,  2

defined   1

integration with external system   1

HTML controls for email messages   1


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I

inactive stage of interaction life cycle   1

inbound call, verifying caller   1

inbound email messages

replying to   1

viewing   1

integration with external system

for accounts   1

for contacts   1

for households   1

interaction life cycle, customer   1


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L

life cycle, customer interaction   1

literature for email messages   1


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M

marked for deletion stage of interaction life cycle   1

message bar   1


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O

opportunities

creating during campaigns   1

eMail Response reply, associating with   1

response, promoting to opportunity   1

order, adding line item to order   1


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P

preferences

for Send Email command   1 ,  2

for Siebel eMail Response   1 ,  2

product defects, associating with service request   1

profiling a customer, adding customer information   1

prospect stage of interaction life cycle   1

prospects

defined   1

promoting prospects to contacts   1

promoting responses to opportunities   1

promotion of   1


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Q

qualified stage of interaction life cycle   1

 1


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R

repair history, viewing

See Processing a Return Order

 1

resolution activity, adding to service request   1

responses

campaign, viewing responses associated with   1

Return Merchandise Authorizations (RMA)

approving   1

order, adding line item to   1

return order, processing   1


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S

Search Center

attaching result records   1

described   1

finding a contact with   1

performing a search   1

Send Email command

about   1

adding a URL   1

adding attachments   1

adding literature   1

setting preferences for   1 ,  2

using   1

using HTML controls with   1

service managers, adding activity plan   1

service orders

order, adding line item to   1

Return Merchandise Authorizations, approving   1

return order, processing   1

service representative, automatically assigning service request to   1

service requests

See also Adding an Activity to a Customer Request

activities, adding to service request   1

activities, assigning\reassigning   1

activities, associating to   1

activities, viewing existing activities for   1

assigning, manually   1

business scenario   1

change request, associating with   1

closed, note about associating activities to   1

closing   1

creating   1 ,  2 ,  3

customer, identifying   1

defined   1

eMail Response reply, associating with   1

eMail Response reply, creating from   1

entitlements, verifying   1

open service request, supplying details   1

protection from deleting, note   1

resolution activity, adding to   1

service representative, automatically assigning to   1

solution, associating with   1

workflow   1

SmartScripts, using in campaigns   1 ,  2

solutions

See also Adding an Activity to a Customer Request

about and defined   1

adding to database   1

attachment, adding to activity   1

business scenario   1

resolution activity, adding to service request   1

searching for   1

service request, associating solution with   1

 1

Status field, defaulting to Open   1

Sub-status field, automatically setting to Resolved   1


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U

URLs in email messages   1

Using Search Center   1


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W

workflow

service request   1

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 Siebel Call Center User Guide 
 Published: 18 April 2003