Siebel Customer Relationship Console User Guide > Adding Information >

Adding Service Requests

By adding a new Service Request (see Figure 12) you can:

• Capture basic service requests
• Create new service requests
• Enter basic details of the request (Type, Area, Summary, and so on)
• Submit the service request for process and resolution

Figure 12. Add Service Requests View

To add a service request

1. Start a session for the customer initiating the service request.
2. From the menu bar, click the down arrow in the Action field, select Add a Service Request, and click Go.

   NOTE:  An alternative approach to adding a new Service Request is to select the SRs session tab and then click New.

3. Select the service request type from the drop-down list:
   • Complaints
   • Statement Copy
   • Transaction Dispute
   • Check Copy
   • Lost/Stolen Information
4. Click Next.
5. Complete the fields as necessary.

   The fields will vary based upon the service request type selected in Step 3. Some of the fields are described in the following table.

   Field	Description
   Priority	The level of importance of closing the service request.
   Description	Descriptive text for the service request.
   Status	The status of the service request.
   Area	The area further defines the kind of service request.
   Source	How the customer contacted you to report the service request.
   Sub-Status	The status at a more granular level.
   Follow-Up Method	The customer's preferred method of contact.

6. Click Save.

   NOTE:  At any time before you click Save you can click Cancel to cancel the new service request and return to the Summary view.