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Siebel Communications Guide > Accounts in Siebel Communications > Scenario for Accounts in Siebel CommunicationsThis scenario shows a sequence of procedures performed by an end user. Your company may follow a different sequence according to its business requirements. A customer service representative (CSR) receives a call from a prospective customer. The inbound call is arbitrarily routed to the CSR, since IVR (Interactive Voice Response) and CTI (Computer Telephony Integration) are unable to locate the account. The caller explains that he is the owner and CEO of a small company that develops specialized software for the high-tech industry. He wants to use the CSR's company as its sole provider. The CSR first verifies that no account currently exists for the caller and then gathers the following information about the caller's company:
Based on this conversation, the CSR creates the account hierarchy shown in Figure 2. Based on this hierarchy, the CSR must set up the following to establish service for the caller:
Next, the CSR receives a call from a customer who wants to add broadband Internet service to his account. The CSR accesses the customer's account and updates the information. While on the phone with the customer, the CSR checks the existing infrastructure to verify that the service is available in the customer's neighborhood. Figure 3 shows the sequence of procedures an end user might perform to manage accounts: |
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