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A
account views
about 1
accessing 1
accounts
See also Associating an Account with an Opportunity
account hierarchy example (diagram) 1
account hierarchy, creating 1
account hierarchy, description 1
account hierarchy, reviewing 1
account hierarchy, viewing as organization chart 1
account hierarchy, viewing list of child accounts 1
account views, accessing 1
agreement for an account, viewing 1
business scenario 1
class, description and example 1
class, different information displayed 1
classes, list of 1
creating an account 1
customer portal view, accessing 1
defined 1
equipment, adding installed or planned 1
external organizations, setting up 1
information, about accessing and end-user views 1
service item, description 1
telecommunications-related infrastructure, adding 1
usage detail, viewing information on 1
activity
premises, associating with 1
trouble tickets, adding activity to 1
activity plan
trouble tickets, associating with 1
work order, associating with 1
address
revalidating 1
validating 1
address profile
address, revalidating 1
address, validating 1
creating and updating 1
description 1
adjustment requests
outcome, viewing 1
overview 1
viewing history of 1
administrator procedures
agreement template, verifying 1
agreements, adding 1
agreements, adding items to and generating a total 1
Auto Document feature, setting up template for 1
document, creating and printing 1
external organizations, setting up 1
premise record, about adding 1
premise, adding premise before customer account exists 1
premise, adding with customer account exists 1
premises, adding service point to and associating with 1
administrators, roles and responsibilities, table of 1
agreement library, description 1
agreements
about using 1
agreement details, examining in Explorer 1
agreement records, adding 1
agreement template, verifying 1
agreements library 1
Auto Document feature, setting up template for 1
business scenario, commercial customer 1
business scenario, residential customer 1
defined 1
document, creating and printing 1
entitlements, relationship with 1
library for agreements 1
master agreements, about 1
modifying an agreement 1
order, associating agreement with 1
relationships among agreements, about 1
sales agreements 1
service agreements 1
service item, associating with 1
service level agreements 1
subagreements, about 1
terms, adding to and generating a total 1
types of 1
All Premises view fields, table of 1
assets
about using 1
business scenario 1
change request, adding associated with an asset 1
components, viewing associated with 1
creating assets 1
defined 1
hierarchical information, viewing for an asset 1
primary asset, associating related assets with 1
service points and service information, viewing 1
service request, adding associated with asset 1
transaction, creating for 1
Auto Document feature
agreement template, verifying 1
template, setting up for 1
B
batch assignment, about 1
billing
See also Billing
about using 1
adjustment for an entire invoice, requesting 1
adjustment invoice for invoice line item, requesting 1
adjustment outcome terms, recording customer's decision 1
billing adjustments, customer requests for 1
billing information, about accessing 1
billing information, sequence for accessing 1
Billing Portal view, about 1
Billing Portal view, accessing 1
Billing Portal view, views (table) 1
billing profile, updating 1
business scenario 1
duplicate invoice, requesting 1
invoice history, viewing 1
invoice line items, viewing 1
Invoice views, accessing 1
invoice, viewing the image of 1
Invoices views, about 1
outstanding balance, about entering payment against 1
payment against multiple invoices, recording 1
payment against one invoice, recording 1
payment history, viewing 1
payment outcome terms, recording customer's decision 1
payment, recording at the account level 1
unbilled charges, viewing 1
usage details, viewing 1
billing adjustments
account adjustments, requesting 1
billing adjustments, about 1
Billing Aggregator Class, description 1
Billing Class, description 1
Billing Portal view
about 1
accessing view 1
views, table of 1
billing profile
description 1
end-user procedures, about and fields (table) 1
payment information, adding to 1
business services, description 1
C
change request
asset, adding associated with an asset 1
asset, adding associating with an asset 1
Communication Order Processing module, about 1
Communication Work Orders module, about 1
contacts
business scenario 1
contact, adding 1
contact-related activities, setting up 1
contract profile, adding information to 1
defined 1
email, about sending mail to 1
opportunities, about associating with 1
sequence of procedures example, diagram 1
trouble ticket, associating with 1
contract profile, adding information to 1
contracts
See also Agreements and Entitlements Overview
agreement, type of 1
credit alerts
See also Entering Payment Information
account adjustment, associating with credit alert 1
activities, associating with credit alerts 1
adding and reviewing, about 1
adjustment outcome, associating with credit alert 1
communication with customer, about 1
defined 1
internal credit alert, creating 1
repayment plans, associating 1
types of credit alerts 1
credit check, running 1
credit management
See also Adding an Activity to a Credit Alert
adjustment outcome, viewing 1
business scenario 1
credit alert, about reviewing and adding 1
credit alert, defined 1
credit checks, running 1
credit scores 1
credit thresholds, breach of 1
customer decision, submitting 1
internal credit alert, creating 1
repayment plans 1
task list 1
third-party credit system integration 1
credit scores, displaying 1
credit threshold, breach of 1
customer accounts
associating infrastructure items, about 1
description 1
My Account view, field descriptions 1
Customer class, description 1
customer portal view, accessing 1
customer profile
description 1
end-user procedures, about 1
customer satisfaction surveys
See also Using the Customer Satisfaction Survey
about 1
conducting 1
sending out 1
customer service representative
profiles, roles and responsibilities 1
customer service representative, roles and responsibilities, table of 1
CUT Get Account Data workflow process 1
CUT Get Phone Number Data workflow process, steps 1
CUT Get Sales Order Data workflow process, steps 1
CUT Get Trouble Ticket Data workflow process, steps 1
CUT Get Work Order Data workflow process, steps 1
CUT Receive Account Data workflow process, steps 1
CUT Receive Credit Alert Data workflow process, steps 1
CUT Receive Fraud Alert Data workflow process, steps 1
CUT Receive Phone Number Data workflow process, steps 1
CUT Receive Sales Order Data workflow process, steps 1
CUT Receive Service Profile Data workflow process, steps 1
CUT Receive Service Profile Data workflow subprocess, steps 1
CUT Receive Trouble Ticket Data workflow process, steps 1
CUT Receive Work Order Data workflow process, steps 1
CUT Send Account Data workflow process, steps 1
CUT Send Phone Number Data workflow process, steps 1
CUT Send Sales Order Data workflow process, steps 1
CUT Send Service Profile Data workflow process, steps 1
CUT Send Work Order Data workflow process, steps 1
CUT Sent Trouble Ticket Data workflow process, steps 1
D
dynamic assignment, about 1
E
end-user procedures
See also Additional End-User Procedures Related to Premises
agreement details, examining in Explorer 1
agreements, associating with an order 1
agreements, modifying 1
assets, associating related assets with primary asset 1
assets, creating 1
assets, creating transaction for 1
assets, viewing components associated with 1
assets, viewing hierarchical information for 1
assets, viewing service points and service information 1
infrastructure information, adding to a premise 1
opportunities, associating a partner with 1
opportunities, associating account with 1
opportunities, associating with a product 1
opportunities, conditions to for updating quotes 1
opportunities, creating 1
opportunities, creating a profile for an opportunity 1
opportunity, associating with a related site 1
premises, associating with an activity 1
premises, verifying 1
premises, viewing service request associated with 1
quote, creating for opportunity 1
service item, associating agreements with 1
service point information, viewing for a premise 1
service point usage associated with premise, about viewing 1
service point usage associated with premise, viewing 1
service request, adding associated with an asset 1
service request, adding for a premise 1
entitlements
about using 1
agreements, relationship with 1
defined 1
trouble tickets, verifying associating with 1
verification, about 1
equipment
adding installed or planned 1
list, using and fields 1
exemption profile
description 1
end-user procedures, about 1
exemption profiles
end-user procedures, fields (table) 1
external organizations, setting up 1
F
features, new features in this release 1
financial profile
about financial profiles 1
credit check, running 1
description 1
fields, table of 1
fraud management
business scenario 1
customer follow-up, about 1
discontinuing service based on alert, about 1
fraud alert details, viewing 1
fraud alert, updating 1
fraud alerts, description 1
fraud alerts, viewing 1
fraud threshold, changing 1
fraud threshold, description 1
fraud, defined 1
fraud profile
about and fields (table) 1
description 1
G
guide
feature, new in this release 1
organization of 1
I
incorporated business/individual, credit check information 1
infrastructure information
Infrastructure view 1
premise, adding to 1
integration objects, description 1
interactive assignment, about 1
Invoice view, accessing 1
invoices
duplicate, requesting 1
L
line items
actions, adding 1
work orders, creating for 1
loyalty profile
description 1
end-user procedures, about 1
M
manual assignment, about 1
master agreements, about 1
MSAG Profile, description 1
O
opportunities
See also Business Scenario for Opportunities
account, associating opportunity with 1
business scenario 1
description 1
opportunity, creating 1
partner, associating with an opportunity 1
product, associating with an opportunity 1
profile, creating for an opportunity 1
quote, conditions to work 1
quote, creating 1
related site, associating with an opportunity 1
order management module, note about Service Profile view 1
order, associating agreements with 1
organization of the guide 1
P
parent-child relationship, changing 1
partner, associating opportunity with 1
payment arrangement
history, viewing 1
outcome, viewing 1
overview 1
payment outcome terms, recording customer's decision 1
requesting 1
payment information
See also Entering Payment Information
entering, about 1
payment record, creating 1
record adjustments 1
premises
See also Associating an Activity with a Premise
activity, associating with 1
attachments, about 1
business scenarios 1
caller verification, about 1
customer account exists, adding when 1
customer account, adding before existence of 1
customer accounts, about 1
defined 1
infrastructure information, adding to a premise 1
notes, about 1
premise record, about adding 1
sales orders, about 1
service item identifier, about 1
service point information, viewing 1
service point, adding and associating with 1
service point, defined 1
service request, adding for a premise 1
service request, viewing associating with 1
usage history, about viewing 1
usage history, viewing 1
verifying a premise 1
profiles
accounts, profiles, and back-office systems, interrelationships (table) 1
address profile, creating and updating 1
address, revalidating 1
address, validating 1
billing profile, about and fields (table) 1
billing profile, adding payment information to 1
business scenario 1
creating or updating 1
credit check, running 1
customer profile, about end-user procedures 1
defined 1
exemption profile fields, table of 1
exemption profile, about end-user procedures 1
financial profile fields, table of 1
financial profile, about end-user procedures 1
fraud profile, about and fields (table) 1
loyalty profile, about end-user procedures 1
roles and responsibilities, table of 1
site profile, about end-user procedures and fields (table) 1
statement profile, about end-user procedures and fields (table) 1
types, table of 1
Q
R
Receive Account Data workflow
account record, updating 1
inbound message, converting 1
inbound messages from IBM MQSeries, receiving 1
release, new features 1
repayment plans
customer decision, submitting 1
description 1
repayment plan outcome, viewing 1
repayment plans, about 1
request for 1
views listed 1
responsibilities
profiles, table of 1
table of 1
roles
profiles, table of 1
table of 1
S
sales administrators, roles and responsibilities 1
sales agreements, description 1
sales managers, roles and responsibilities 1
sales representative
profiles, roles and responsibilities 1
roles and responsibilities, table of 1
screens, table of 1
Send Account Data workflow
outbound message, sending 1
Service Aggregator Class, description 1
service agreements, description 1
Service class, description 1
service information, viewing assets 1
service item
agreements, associating with 1
description 1
identifier, about 1
service level agreements, description 1
service point
assets, viewing 1
defined 1
premise, adding to and associating with 1
premise, viewing service point information for 1
Service Profile view, note about order management module 1
service requests
See also Business Scenario for Service Requests and Trouble Tickets
administrator setup, about 1
asset, adding to associate with service request 1
business scenario 1
contact, associating with 1
creating, about 1
description 1
initiating, about 1
premise, adding for a premise 1
premise, viewing associated with 1
trouble tickets, differences between 1
Siebel eBusiness Application Integration (eAI), description 1
Siebel eCommunications
business issues, solutions to (table) 1
description 1
screens and functions (table) 1
Siebel eMedia
business issues, solutions to (table) 1
screens and functions (table) 1
site profile
description 1
end-procedures, about and fields (table) 1
statement profile
description 1
end-user procedures, about and fields (table) 1
end-user procedures, about statement profiles 1
subagreements, about 1
T
telecommunications-related infrastructure, adding 1
third-party credit systems 1
trouble tickets
See also Service Requests and Trouble Tickets Overview
administrator setup, about 1
analyzing data 1
attachments, about 1
business scenario 1
closing trouble tickets 1
contact, associating with 1
creating overview 1
creating trouble tickets 1
creating, about 1
customer satisfaction surveys, initiating 1
customer verification, about 1
description 1
entitlement verification, about 1
entitlement, verifying associating with 1
existing parent tickets, associating child ticket with 1
field service agents, about communication with 1
initiating, about 1
partner software, about referring to 1
person or group, assigning manually 1
person or group, assigning to 1
service requests, differences between 1
solutions, about reviewing 1
solutions, defined 1
trouble tickets, resolving
See also Resolving Trouble Tickets
activity plan, associating with 1
activity, about adding to 1
activity, adding to 1
U
unbilled charges, viewing 1
unincorporated business, credit check information 1
usage
billing, viewing details 1
detail information, viewing 1
service point associated with premise, about viewing 1
service point associated with premise, viewing 1
W
work orders
See also Work Orders
activity for a work order, creating 1
activity plan, associating with 1
attachments, about relating to 1
business scenario 1
defined 1
line item actions, adding 1
line items, creating 1
service information, viewing 1
work order terms, adding 1
work orders, creating 1
workflow process, integrating
See also Sample Workflow Process: CUT Send Account Data
business scenarios 1
CUT Get Account Data workflow process 1
CUT Get Phone Number Data workflow process 1
CUT Get Sales Order Data workflow process 1
CUT Get Service Profile Data workflow subprocess 1
CUT Get Trouble Ticket Data workflow process 1
CUT Get Work Order Data workflow process 1
CUT Receive Account Data workflow process 1
CUT Receive Credit Alert Data workflow process 1
CUT Receive Fraud Alert Data workflow process 1
CUT Receive Phone Number Data workflow process 1
CUT Receive Sales Order Data workflow process 1
CUT Receive Service Profile Data workflow process 1
CUT Receive Trouble Ticket Data workflow process 1
CUT Receive Work Order Data workflow process 1
CUT Send Account Data workflow process 1
CUT Send Phone Number Data workflow process 1
CUT Send Sales Order Data workflow process 1
CUT Send Service Profile Data workflow process 1
CUT Send Trouble Ticket Data workflow process 1
CUT Send Work Order Data workflow process 1
sample processes, about 1
workflow process, sample
See also Sample Workflow Process: CUT Receive Account Data
CUT Receive Account Data, defining properties 1
CUT Receive Account Data, viewing sample process 1
CUT Receive Account Data, viewing workflow process steps 1
CUT Send Account Data, viewing process properties 1
CUT Send Account Data, viewing workflow process 1
CUT Send Account Data, viewing workflow process steps 1
workflow processes, description 1
See also Terminology
workflows, sample
Receive Account Data, converting the inbound message 1
Receive Account Data, receiving the inbound message from IBM MQSeries 1
Receive Account Data, updating the account record 1
Send Account Data, accessing the Workflow Process Designer 1
Send Account Data, sending outbound message 1
| Bookshelf Home | Contents | Index | Search | PDF | |
Siebel eCommunications Guide Published: 23 June 2003 |