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Scenario for Working with Automotive Service Requests

A customer calls a call center to report a vehicle that does not release its emergency brake. The service representative opens a new service request, enters the customer and product information, and records the customer's description of the problem. The application associates key information with the service request, which gives the representative access to the customer's profile.

The service representative assigns the service request to a dealer, who works to fix the request.

Siebel Automotive Guide