Siebel Automotive Guide > Managing Service Requests >
Assigning the Service Request
This topic discusses the three ways to assign a service request and the circumstances under which each would be appropriate. This task is a step in Process of Working with Service Requests. Assigning the Service Request Manually
Use this procedure to assign a service request to a representative after the details have been entered, and it has been determined that the issue cannot be resolved by the receiving representative. Service requests can be assigned to a dealer or a service center. To assign a service request manually
- Navigate to the Service Requests screen, then the Service Requests List view.
- From the visibility filter, select All Service Requests.
- Select a SR # record.
- In the Sub Status field, select Assigned.
- In the Owner field, select the person to whom you want to assign the request.
Using Assignment Manager to Assign Service Requests
This method of assigning service requests requires a representative to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability. To assign a service request using Assignment Manager
- Navigate to the Service Requests screen, then the Service Requests List view.
- From the visibility filter, select All Service Requests.
- Select a SR # record.
- In the lower form applet, click Menu, and select Assign.
NOTE: The application automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If presented with a list of eligible assignees, select one and close the assignment window.
Assigning Service Requests Using Dealer Assignment
Use this procedure to automatically assign a service request to a dealer or set up an appointment time with a dealer to deal with a service request. To use Dealer Assignment to assign service requests
- Navigate to the Service Requests screen, then the Service Requests List view.
- Drill down on the SR # field link for a selected service request record.
- Click the Dealer Assignment view tab and perform actions appropriate for your situation, as described in the following table:
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Assign the service request |
Select one of the following options from the Automatically Assign Service Request to a Dealer drop-down list:
- Preferred Service Dealer
- Selling Dealer
NOTE: For a service request to be assigned to either of the two values, they should have been set for the vehicle.
For more information about setting values for a vehicle, see Editing a Vehicle Record. |
Manually pick the dealer to assign this service request |
Select the dealer from the Pick a Dealer field. |
Set an appointment |
Create a new record in the Appointment Time form and enter the time and date of the appointment. |
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