Siebel Employee Relationship Management Administration Guide > Setting Up Siebel HelpDesk >

Business Scenario for Siebel Help Desk

This scenario provides an example of a process performed by a Siebel HelpDesk administrator, agent, support representative, and a help desk requestor. Your company may follow a different process according to its business requirements.

Administrator

An organization using Siebel ERM hires a new employee. The administrator assigns the appropriate responsibilities to the employee so that the employee can access the help desk. The administrator assigns the employee a laptop computer and records the asset distribution using Siebel HelpDesk.

During the day, the administrator prepares for an upcoming systems upgrade by adding the affected systems to Alerts Online so that employees automatically receive notification of system outages. The administrator also creates a number of solution records, which include answers to frequently asked questions (FAQs) about the organization's 401(k) retirement plan.

To assess the effectiveness of the help desk in resolving problems, the administrator modifies the employee satisfaction survey before it is sent to users.


 Siebel Employee Relationship Management Administration Guide 
 Published: 18 April 2003