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Tasks for Customers on the Siebel eService Web Site

Siebel eService provides a Web site where customers can access service information. They can view more details on the Web site by clicking icons and drilling down on links.

Customers can perform the following tasks on the Siebel eService Web site:

• Log in. Customers who do not register on the Siebel eService Web site can only view only certain sections of the Web site, such as company contact information. They see the home page of the Web site when they click the HOME tab. They can register on the Web site to create their profiles, and then gain access to additional functionality on the Web site, such as functionality to create and submit service requests and to update their profiles. After they register, they see a page with the Recent History view when they click the HOME tab. Customer service representatives can use Siebel Call Center to register customers on the Web site.

  Customers who are not registered on Web site click the New User link after they click the Log In link on the home page, and complete a form to register on the Siebel eService Web site. Customers who are registered on the Web site click the Log In link on the home page, and enter a user name and password to access the additional functionality on the Web site. Registered customers who forget their passwords click the Forgot Password link after they click the Log In link on the home page, and complete a form to obtain a new password.

• Navigate the Web site. Customers can click the How Can We Help? icon near the top of any page to access a carousel of links for site functionality. They can click these carousel links to navigate to a Web page where they can complete a task. Customers can click the links at the top of any page to access some of these same Web pages.
• Manage profiles. Customers who register on the Siebel eService Web site can update their profile information and passwords.

  Customers who register click the UPDATE PROFILE link in the carousel that appears when they click the How Can We Help? icon near the top of any page, or click the My Profile link at the top of any page, and complete a form to update their profile information and passwords.

• Perform full text searches. Customers can search for information on the Siebel eService Web site. Search results are ranked according to relevancy, but customers cannot see content for which they do not have access permission.

  Customers click the Search link at the top of any home page to show or hide the functionality for searching. They can specify the type of search from a drop-down list, enter text in the Search text box, and click the Search button find information on the eService Web site. If they specify a data source of File System OSES (Oracle Secure Enterprise Search), then they can click the Advanced Search button to specify additional criteria for their search. They can also click the Search Setting button to specify the formatting for the search results. For information about configuring Siebel Search and Siebel Find and about setting up Siebel Search with Oracle Secure Enterprise Search, see Siebel Search Administration Guide.

• Find branches. Customers can find the company branch locations that are nearest to them so that they can visit the branches. Application administrators can link search results for branch locations to map services so that customers can view applicable directions and a map from an online map service provider. Records containing information about branch locations appear as tiles in a carousel.

  Customers click the LOCATE BRANCH link in the carousel that appears when they click the How Can We Help? icon near the top of any page, or click the Locate Branch link at the top of any page, and complete a form to find branch locations. Customers who do not register on the Siebel eService Web site can click the LOCATE BRANCH link in the carousel on the home page to access the form.

• Access company contact information. Customers can access company contact information to communicate with the company through communication channels, such as email, telephone, fax, and postal mail. Records containing contact information appear as tiles in a carousel.

  Customers click the CONTACT US link in the carousel that appears when they click the How Can We Help? icon near the top of any page, or click the Contact Us link at the top of any page to access the Contact Us view. Customers who do not register on the Siebel eService Web site can click the CONTACT US link in the carousel on the home page to access the view. In the Contact Us view, they can complete a form to send an email to the company. In this view, they can also access company contact information.

• Manage service requests. Customers who register on the Siebel eService Web site can submit, add updates to, and track service requests about issues that they encounter. They can attach documents to service requests to help them communicate issues. After they create service requests, they can add updates to them, but they cannot change their initial service requests. A customer service representative can use Siebel Call Center to associate solutions (relevant documents) with service requests, to attach documents to service requests, and to add updates to service requests. Records containing service requests, service request attachments, service request updates, and service request solutions appear as tiles in a carousel.

  Customers who register click the VIEW OR SUBMIT SERVICE REQUESTS link in the carousel that appears when they click the How Can We Help? icon near the top of any page, or click the SERVICE REQUESTS tab on the home page to manage service requests.

  Customers can click the left arrow icon and the right arrow icon to navigate within any carousel. Customers can click the button with a triangle pointing down to show the tiles within a carousel and the button with the triangle pointing up to hide the tiles within a carousel.

• Use social media. Customers can use social media applications, such as Facebook^©, to communicate with your company.

  Customers can click the HOME tab and then click the icons at the bottom of the page to access social media sites for your company.