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Business Scenario for Service Requests

A customer calls to report that she is having problems installing the software that she purchased from the software organization. The customer service representative (CSR) opens a new service request, enters the customer and product information, and records the customer's description of the problem. The application associates key information with the service request, which gives the CSR access to the customer's profile.

Next, the CSR checks to see if the customer has a service agreement entitling her to the level of service needed to fix this request, verifies that the entitlement has not expired, and the customer is an approved contact. After the entitlement is verified, the committed response time is automatically calculated and appears in the service request.

The CSR is able to resolve the customer's problem, and provides solution details during the telephone conversation with the customer. The customer verifies that the solution is successful, and the CSR sends the customer a technical summary of the problem and the solution for future reference.


 Siebel Call Center User Guide 
 Published: 18 April 2003