Siebel Call Center User Guide > Solutions and Resolution Searching >

Business Scenario for Solutions

A customer service representative researches a service request by investigating Related SRs, Decision Issues, and by using the Search Center to find relevant resolution documents such as white papers, articles, or technical documentation.

After the CSR locates an appropriate resolution document, the representative previews the information, and then the CSR selects associates the document with the service request as an attachment. The next time a CSR encounters a similar service issue, the solution document is available to help with the resolution process.


 Siebel Call Center User Guide 
 Published: 18 April 2003