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Siebel Energy Guide > Accounts in Siebel Energy > Scenario for Using Accounts in Siebel EnergyThis topic gives one example of how accounts might be used. You might use accounts differently, depending on your business model. A customer service representative (CSR) receives a call from a prospective customer. The inbound call is arbitrarily routed to the CSR, since IVR (Interactive Voice Response) is unable to locate the account. The caller explains that he is the owner and CEO of a small company that develops specialized software for the high-tech industry. He wants to use the CSR's company as its sole provider. The CSR first verifies that no account currently exists for the caller and then gathers the following information about the caller's company:
Figure 2 shows the account hierarchy that the CSR creates. Using this hierarchy, the CSR must set up the following information to establish service for the caller:
Next, the CSR receives a call from a customer who has noticed that some oil is leaking from a green box in her backyard. The CSR accesses the customer's account to determine what equipment might be malfunctioning and when it was previously checked. Figure 3 shows the sequence of procedures an end user might perform to manage accounts. |
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