Siebel eAutomotive Guide > Working with Service Requests > End-User Procedures >

Researching and Resolving a Service Request

Often a representative will be able 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.

To research and resolve a service request

  1. Navigate to the Service Requests screen.
  2. Select the service request you want to resolve.
  3. To view related service requests, click the Related SRs tab to see if the problem has been solved before.

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

  4. If you find a relevant service request, attach it to the current service request by using the Attach button.
  5. If a solution is still needed, perform a full knowledge search and attach any relevant solutions to the current service request.
  6. From the Status drop-down list, select Closed.

    7. 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.


 Siebel eAutomotive Guide 
 Published: 18 April 2003