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Service Management

The Service Management ASIs describe the process where an external system creates a Service Request (SR) and another application may be used to resolve the SR. This process is important in situations where a company is running a non-Siebel application such as a third party call center or Web site, and still wants to have a centralized clearinghouse for all SRs.

For example, the banks mortgage department might run Siebel Service while their insurance group runs a third party application. When a new SR is logged on an internally developed web site, the website creates an SR in Siebel Systems, and the Siebel application routes it to the correct application for resolution. At any time, another channel can check the status on the SR through a query to Siebel Systems, allowing any agent to respond to the customer.

Each ASI is a combination of prebuilt business services coupled with XML messages mapped to the Siebel data model.


 Application Services Interface Reference 
 Published: 15 May 2003