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Example of the Partner Logging Service Requests and Working on Them with the Brand Owner


This topic gives one example of how the partners work on customer service requests in collaboration with the brand owner. You might use this feature differently, depending on your business model

In this example, the partner acts as the primary service provider but collaborates with the brand owner to get service issues resolved when the partner receives service requests that require expertise from the brand owner.

For example, you might use this example if your partner is a value-added reseller of your company's complex manufacturing equipment. Your partner's field service technicians are on site installing new equipment, and have a problem with the computer's software that require a software patch. The field service technician would log a service request in the Siebel PRM Portal's Self-Service screen to get help from the brand owner and to request the patch.

This example consists of the following tasks:

Logging Service Requests (Partner)

In this example, your partners enter service requests using the Siebel PRM Portal. The partner might get these service requests through its call center or through other customer contacts.

To enter a new service request through the Siebel PRM Portal

  1. In the Siebel PRM Portal, the partner navigates to the Service screen.
  2. In the Service Requests list, the partner clicks New to add a new record to that list.
  3. The partner enters information about the service request in the new record.

Using Self-Service to Get Help (Partner)

To get help in solving the problem that they logged, partners can enter a service request in the Self-Service screen of the Siebel PRM Portal.

To enter a new self-service request through the Siebel PRM Portal

  1. In the Siebel PRM Portal, the partner navigates to the Self-Service screen.
  2. In the service requests list, the partner clicks New to add a new record to that list.
  3. The partner enters information about the service request in the new record.

Responding to the Partner's Self-Service Request (Brand Owner)

The partner's self-service request is in the same queue as the other service requests that come to your company, and is assigned to a service agent in your company in the same way as other service requests are assigned. For example, you can configure Assignment Manager to assign the service request to a service agent based on your service agents' expertise, availability, or other factors.

Because your Siebel Business Applications share a single database, this service request appears in the Siebel PRM Manager or in any other Siebel Business Application that your service agents use to track service requests.

After your service agent responds to the self-service request, your service agent and the partner can continue to work together on the service request, if necessary, by logging updates to the service request.

To respond to a service request

  1. Navigate to the Service screen, then the Service Request list view.

    The Service Request list appears, with the service requests that list you as owner.

  2. After researching the service request, you as service agent can enter an activity, which appears as an update on the Siebel PRM Portal. Further updates logged by the partner through the Self-Service screen is visible to you in the Activities list in the Service screen of the Siebel PRM Manager.
  3. You as a service agent can also add Attachments and Solutions to the Service Request record. The partner can view these through the Siebel PRM Portal as attachments to the service request in the Self-Service screen.
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