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Tasks for Customer Service Representatives in Siebel eService

Because the Siebel eService Web site allows customers to serve themselves, customer service representatives have more time to work on other tasks. Customer service representatives can use Siebel eService to perform the following tasks to help customers:

• Review service requests that customers submit on the Siebel eService Web site and that Siebel Assignment Manager assigns to them.
• Access customer history that is independent of the channel of communication that the customer uses.
• Respond to email that customers submit on the Siebel eService Web site. Customer service representatives can view their inbound email queues, and for each message, view the related customer profile and service request information. Also, they can use solution records to compose replies to inbound email.
• Exchange knowledge and information with customers in social media applications on the Siebel eService Web site.
• Create and update user names and passwords for customers. The customer service representative typically must be authenticated by a directory, such as Netscape LDAP Directory Server or Microsoft Active Directory Server, using the Siebel security adaptor.