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Business Scenario for Quality and Change Requests

Product quality information can be used by the service organization to help diagnose and resolve customer problems. For example, if a product has a known defect, this information needs to be documented in a place that can be used by others.

When a customer calls with a problem, the service representative can look up any related quality issues that may be contributing to the customer needs, often reducing the time spent researching and resolving the problem. If a resolution is not available, any work performed to resolve the issue is captured in the associated activities list. This change request and activity history is used to keep the customer informed of the request status, and the resolution.

Tracking quality issues also helps an organization discover possible problem areas. For example, if customers are calling with a common complaint about a product, the organization will know immediately that a problem exists and can implement a timely solution.


 Siebel Call Center User Guide 
 Published: 18 April 2003