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Adding Company Service Requests

A service request is a request from a company for information or assistance with a problem related to purchased products or services. When a customer calls about an existing service request, end users can find the service request and give status information to the caller in several ways. They can:

  • Review the service request information
  • Create an activity to record the customer's call
  • Update the service request with additional information from the customer
  • Resolve the service request
  • Assign the service request
  • Transfer the caller to another service representative

If a call requires that an end user create a new service request, she can create one. Siebel Healthcare automatically assigns a unique service request (SR) number to track the new service request throughout the system.

To add a service request associated with a company

  1. Navigate to the Companies screen > Companies List view.
  2. From the Show drop-down list, select All Companies.
  3. In the Companies list, drill down on the desired company.
  4. Click the Service Requests view tab.
  5. In the Service Requests list, add a record and complete the necessary fields.

    The application automatically assigns a service request number (SR#).

Siebel Healthcare Guide