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This scenario provides an example of a process performed by customer service representatives (CSRs) in a telecommunications company. Your company may follow a different process according to its business requirements.
If the caller is new, the CSR creates an account and adds the caller to the Siebel database. If the caller is an existing contact, the CSR searches the Siebel database to display the contact's record.
Then the CSR launches Advisor to help understand the customer's needs. For example, if the caller asks questions about your company's product, the CSR can access a summary of product features, literature about the company, and its competitors.
When the caller contacts the CSR to place the order, the CSR reviews the quote and converts the quote to an order. Any changes to the product and pricing definitions since the quote was saved are displayed in the quote the CSR views.
The CSR enters any additional information required for the order and submits the order. A new Order record is created. After the order has been fulfilled, trackable items become assets, and appear in the Account Summary view for this customer.
At a later date, the customer may contact the CSR to add or delete items from the order. The order may be pending or in another status, such as complete. In either case, the CSR can generate a quote and order to change the initial order.
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