Bookshelf Home | Contents | Index | PDF |
Siebel Business Process Framework: Workflow Guide > Overview of Siebel Workflow > Scenario for Using Workflow to Promote Timely Service Request ResolutionThis topic gives one example of how a workflow process can be used to promote service requests are resolved in a timely fashion. You might use workflow processes differently, depending on your business model. This scenario underscores how basic Siebel Workflow concepts can be used to automate a business process. Prior to implementing Siebel Call Center, a service manager for a high volume service agency felt her organization was unable to resolve many customer issues in a timely manner. To better track and manage service requests, the service manager decides to implement the Service Request module to automate the company's service request management process. The goal is to meet a Service Level Agreement commitment by making sure newly logged service requests (SRs) are resolved within a specific amount of time. The service manager needs the SRs to be assigned by the Siebel application to the most appropriate representative based on availability and matching skills. If the SR needs immediate attention, the manager needs the owner of the SR notified. The service manager's developer uses the Process Designer in Siebel Tools to define the business process for a new service request. Figure 2 illustrates a diagram of the process as it appears in the Process Designer. The diagram includes the steps and decision points involved when a new service request comes into the organization. To see how this workflow fits within the development architecture, see Overview of Workflow Development. When an SR is logged, the workflow process is triggered. The workflow process calls Siebel Assignment Manager to assign the SR to the best available service representative. Based on the severity of the SR, Workflow can then send email notification to the representative, using Siebel Communications Server. Automating this process helps the company achieve faster turnaround time to resolve SRs and to meet the company's service commitments. Step Descriptions for the ScenarioTable 4 describes each step used in the new service request scenario. Note that the descriptions are not generic. They refer specifically to the workflow process steps used in this scenario. |
Siebel Business Process Framework: Workflow Guide | Copyright © 2008, Oracle. All rights reserved. | |