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Siebel Partner Relationship Management Administration Guide > Managing Service Requests with Siebel PRM > Examples for Partner-Led Customer Service > Example of the Brand Owner Receiving Service Requests and Assigning Them to the PartnerThis topic gives one example of how the partners respond to customer service requests. You might use this feature differently, depending on your business model In this example, service requests are received and entered by the brand owner company and assigned to specific partners. This example would be appropriate, for example, if the brand owner runs a call center where customers call to report problems with products they purchased directly from the brand owner or through a reseller. The call center agents log the service requests, which then are assigned either automatically or manually to a partner with the appropriate skills to solve the customer's problem. The partner to whom the service request was assigned retrieves the service request through the Siebel PRM Portal. This partner then assigns it either to a partner employee who is a service agent responsible for telephoning the customer, or to a partner employee who is a field service technician responsible for visiting the customer's house. After solving the problem, the service agent changes the service request's status to closed using the Siebel PRM Portal. A service manager at the brand owner company can track the status of service requests to monitor customer satisfaction. For more information about working with service requests, see the chapter on service requests in Siebel Applications Administration Guide. This example consists of the following tasks:
Entering Service Requests (Brand Owner)Your call center agents, field service representatives, or other employees who work with your customers receive service requests and enter the service requests in the Siebel Business Application that they use, which can be Siebel PRM Manager, Siebel Call Center, Siebel Service, or Siebel Field Service. Because Siebel Business Applications use the same database, these service requests are visible to you in Siebel PRM Manager even if they are entered in Siebel Call Center, Siebel Service, or Siebel Field Service. To enter a new service request
Assigning Service Requests to Partners (Brand Owner)Next, service requests are assigned to the appropriate partner. You can do this manually, but it is generally better to use Siebel Assignment Manager to assign the service request by creating rules based on geography, partners' skills, expertise in a specific product, language ability, territory, workload and availability, or other criteria. For example, you might assign service requests from Spanish-speaking customers for one of your product lines to a partner company that has expertise in that product line and employees who speak Spanish. You can set up Assignment Manager either to assign service requests to partner companies or to assign service requests to individuals who can be service agents at the partner company or at your own company, depending on which agent is most qualified to deal with each service request. You can assign service requests to partners in two ways:
It is usually difficult for you to keep track of the special skills of individual employees in partner companies, so it is more common to assign the service request to the partner company and have an employee there assign it to the service agent. For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide. Working on Service Requests (Partner)After the service request is assigned, the partner employees work on it using the Siebel PRM Portal, as follows:
When service agents resolve a service request, they change its status to Closed. To view a service request and change its status to Closed
Tracking Service Requests (Brand Owner)You can track your partner's progress on its service requests by displaying the service requests and viewing the status fields to see which service requests have been closed. To track a partner's service requests
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