Bookshelf v7.5: The Customer's View of Siebel eService

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The Customer's View of Siebel eService

Customers logging into a Siebel eService Web site will find a portal that offers self-service and assisted service, including:

Service Request Management. Submit and track service requests for issues, problems, and product repairs, returns or exchanges. The customer can attach documents to help communicate a service issue. A service agent can add solutions or documents relating to the problem. Workflow process can be activated to notify a customer by email whenever an agent updates a service request.

Order Tracking. Track the status of all orders, including purchase, RMA Advance exchange, RMA repair return, RMA return, repair, sales, service, and eSales orders.

Manage Assets. Manage products through their entire life cycle. Register products, receive product news and literature, track warranty agreements, and receive recommendations on scheduled services.

Searchable Knowledge Base. Access an integrated, searchable knowledge base that consists of knowledge items such as solutions to problems, product news, resolution documents, downloads, documentation, literature, and general documents. Knowledge retrieval methods include full-text search, natural language search, database query, or navigation through the hierarchical knowledge categories.

Full Text Search. Search for information throughout the eService site. Search results are ranked by relevancy and personalized visibility.

Smart Answer. Perform natural language searches to retrieve knowledge base data.

Interactive Troubleshooting Instructions. Troubleshoot problems or view instructions on how to perform a task.

Branch Locator. Locate the nearest retail or service locations and receive map and directions from an online map service provider.

Live Collaboration with Customer Care Representatives. Share Web pages, documents, presentations, or any other desktop imagery in real time. Customers converse by their preferred channel, for example telephone, Voice over IP (audible speech over the Internet), or text chat (written communication over the Internet.

Billing. View billing status, make payments, and resolve billing disputes over the Web without having to call a customer service agent. The View Bills link gives customers real-time access to bill history and detail. The Pay Bills link allows customers to pay bills using a variety of payment methods, including credit card and debit/checking accounts. Customers can also dispute a bill online by requesting an adjustment.