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Scenario for Working with Lease and Loan Accounts

This scenario features sample tasks performed by managers and call center agents. Your organization may follow a different workflow according to its business requirements.

Siebel Administrator

The Siebel administrator is responsible for creating an asset product finance type and for adding a financial account.

Call Center Agent

An agent receives a call from a customer with questions about their account, vehicle, or title. After identifying and authenticating the customer, the call center agent views the customer's accounts. The call center agent reads the current balance to the customer, who then wants to know whether a recent loan payment has been posted to her account. The call center agent confirms that the payment was posted yesterday. Finally, if the caller wants to initiate a change of address, then the agent initiates the change of address service request. In addition, the agent creates a log of all activities performed with the customer.

Siebel Automotive Guide