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Business Scenario for Premises
This scenario shows a sequence of procedures performed by a customer service representative (end user), field service engineer, and field service operations manager. Your company may follow a different sequence according to its business requirements.
A customer calls your company to set up telephone service at a new house. The customer service representative (CSR) who accepts the call creates an account for the customer and orders the service and service point (phone jack). The ordering process initiates an activity that directs field service engineers to the site. The field service engineers then connect the house to the telephone network, creating a service point for the phone jack.
A field service operations manager changes the status of the account address record to a premise in Siebel eCommunications. She also associates the service point with the premise. In addition, she enters some information related to the premise as a note and then associates an electronic file, which contains a hookup wiring schematic, with the premise. Finally, the field service operations manager creates an activity to notify the network planning department that the local network needs maintenance.
Six months after the occupant moves in to the house, she calls to report static on the telephone line. The CSR who accepts the call first verifies the caller and the caller's location. Before creating a service request, he views general information about the premise and looks to see if there are any existing service requests associated with the premise. The CSR notes that static has been reported several times before and creates a service request documenting the repeated problem.
Figure 9 shows the sequence of procedures that might be used to set up a residential premise.
Figure 10 shows the sequence of procedures that might be used to maintain a residential premise.
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Siebel eCommunications Guide Published: 23 June 2003 |
