Siebel Call Center User Guide > Solutions and Resolution Searching >

Researching and Using Solutions

The first step in finding a solution to a service request is to determine if a solution exists for this problem or a problem with similar attributes.

Customer service representatives can add a new solution, or view an existing solution to a service request using the Service Request screen's Solutions view.

Searching for Related Solutions Information

CSRs can search all solutions for related information using the Solutions screen. Records that match the criteria appear in the Solutions list and are returned in order of relevance to your query criteria. Click the record navigation buttons to view each record in the result list.

To manually search for a solution from the Solution screen

  1. Navigate to the Solutions screen, and from the Show drop-down list, select All Solutions.
  2. In the Solutions list, click Query, and then define your query criteria by completing the fields.
  3. Click Go to run the query.

Associating a Solution with a Service Request

After a solution for a service request is located, or a new solution is created, the solution is associated with the service request.

To associate a solution with a service request

  1. Navigate to the Service Requests screen, and from the Show drop-down list, select All Service Requests.
  2. In the Service Requests list, query for the service request, and then click the Solutions view tab.
  3. In the Solutions list, add a record.
  4. In the Add Solutions dialog box, query and select the solution, and then click Add.
  5. Save the solution record.

Using Search to Locate Service Solutions

After verifying that the service request is an active record, the customer service representative researches the SR using Search.

To search for a solution using the Search

  1. Click the Search button.

    2. The Search dialog box appears in a frame in the right part of the application window.

  2. From the Look In drop-down list, select the type of information you want to find.

    3. For example, you may select Smart Answer. Different fields appear depending on the selection you make.

  3. Complete the fields to define your search criteria.
  4. Click Search.

    5. The records that match your search criteria appear in the Results list.

  5. Select the relevant solution, and click Preview to view the information.

Adding New Solutions to the Database

The administrator, or a customer service representative with the appropriate responsibility can add new solutions to the database for others to use.

To manually add a solution

  1. Navigate to the Solutions screen, and from the Show drop-down list, select All Solutions.
  2. In the Solutions list, add a record and complete the fields.
  3. Save the solution.

Adding Activities to Service Requests

After the customer service representative has successfully resolved a service request, the CSR associates the research and work with the service request as activities.

To add a activity to a service request

  1. Navigate to the Service screen, and from the Show drop-down list, select My Service Requests.
  2. In the Service Request list, click the Activities view tab.
  3. In the Activities list, add a record and complete the fields.
  4. Save the activity record.

NOTE:  If dedicated activity plans are set up, Activity Plans can be used instead of individual activities. For more information on activities, refer to Activities.

Adding Attachments to an Activity

While working with a list of activities, agents can click the Activity Type hyperlink which provides more detail about the activity. The activity form contains details about the activity. The Attachment list offers access to external references or files related to the activity. These files can be copied into the Siebel application.

To add an attachment to an activity

  1. Navigate to the Service screen, and from the Show drop-down list, select My Service Requests.
  2. In the Service Requests list, select the service request, and then click the Activities view tab.
  3. In the Activities list, add a new record, and then click the hyperlink in the Type field.

    4. The Activities form appears, with the Attachments view tab selected as the default.

  4. In the Attachments list, add a new record, and then in the Attachment Name field, click the select button.
  5. In the Add Attachment dialog box, click the Browse button.
  6. In the Choose file dialog box, navigate to the file, and then click Open.
  7. In the Attachments list, save the attachment.


 Siebel Call Center User Guide 
 Published: 18 April 2003