Siebel Partner Relationship Management Administration Guide > Managing Service >

About Managing Service

This chapter describes scenarios that are examples of how you might use Siebel PRM to manage service requests.

You can use Siebel PRM to manage two types of service requests:

• Customer Service Requests. Customers will sometimes log service requests that your partners are responsible for. You can refer customer service requests to partners, work on them collaboratively with partners, or track service requests that partners have logged on behalf of your customers.
• Partner Service Requests. Partners will sometimes log service requests that you must respond to. For example, partners may have questions about your products or about the partnership, or they may need other forms of service.

These scenarios cover a number of methods to manage each type of service request.

To reduce the number of service requests you receive, you can create a repository of FAQs, solutions, and SmartScripts to help partners solve customer's problems and their own problems without logging service requests.