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Setting Up the Workflow for the Order-To-Installation Task

Siebel Communications includes an Order-To-Installation task interface that brings together all of the features that a call center agent uses to sell a communications product.

After finishing these tasks, the call center agent clicks a button that calls a workflow that performs longer-term tasks performed after the sale, such as waiting for shipping confirmation, calling the customer to conduct a survey seven days after the product ships, and sending the customer a thank you for completing the survey.

The task interface that the call center agent uses is included with Siebel Communications. You can configure it using Siebel Tools, as you configure other Siebel applications.

The workflow that performs long-term tasks is not included with Siebel Communications. You create this workflow to meet your business requirements.

The Order-To-Installation Task Interface

The call center agent uses the order-to-installation task interface by navigating to There is a Task pane on the left, which lists all the tasks that a call center agent typically performs to sell a communications product. This pane includes a list of tasks, and the call center agent clicks the tasks in this list in order, from top to bottom, to display the screens that are needed to perform each of these tasks.

Some of these tasks are:

• Create the order.
• Create a new account with the order if this is a new customer.
• Get customer information.
• Assign phone numbers to the customer.
• Get shipping information.
• Get one-time payment information.
• Get billing information.
• Set up an appointment for installation of the product.

These tasks also include scripts that tell the agent what to say to the customer while performing the task.

The Workflow for Follow-Up Tasks

When the call-center agent completes all these tasks and clicks Done, it sets off a workflow that performs longer-term tasks connected with this order.

Call center agents typically perform all the tasks listed above while they are talking to the customer who is placing the order.

Typically, there are also follow-up tasks performed after the product is installed. You set up the workflow to schedule or perform the follow-up tasks that your company performs after installation.

A sample workflow is distributed with the product, as an example to show you how to set up your company's workflow.