Siebel Automotive Guide > Managing Service Requests >

Researching and Resolving a Service Request

Use this procedure to resolve an open service request based on solutions that exist in the system. In this case, the appropriate solution is attached to the service request for reference and is used by other representatives in resolving similar service issues in the future.

This task is a step in Process of Working with Service Requests.

To research and resolve a service request

1. From the application-level menu, choose Navigate > Site Map > Service Requests > Service Request List.
2. Drill down on an open SR# you want to resolve.
3. To view related service requests, click the Related SRs tab to see if the problem has been solved before.

   NOTE:  You can also view additional information on the Decisions Issues tab.

   If...	Then...
   You find a relevant service request	Use Attach to attach it to the current service request.
   A solution is still needed	Perform a full knowledge search and attach any relevant solutions to the current service request.
4. From the Status drop-down list, select Closed.

   NOTE:  When selecting Closed, the system automatically sets the Sub Status field to Resolved and populates the current date and time in the Closed field.