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Process of Capturing and Escalating Adverse Events and Complaints

This example process represents the tasks that are carried out in the Scenario for Capturing and Escalating Adverse Events and Complaints.

Administrator Procedures

The Siebel administrator sets up the service request functionality so that call center agents can capture adverse events and complaints. To do this, the Siebel administrator performs the following tasks:

• Confirming Standard Setup for Service Requests
• Setting Up Codes
• Setting Up Lot Numbers for Medical Products

End-User Procedures

To capture and escalate adverse events and complaints, end users perform the following tasks:

1. Capturing Adverse Events and Complaints as Service Requests (End User)
2. Escalating Adverse Events and Complaints as Product Issues (End User)
3. Adding Complaint-Specific Information to Product Issues (End User)