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Service Requests Workflows

The tasks to process a service request are typically performed by call center representatives or customer service representatives.

The following is an example of a typical service request workflow.

  1. Receive Incoming Call. A customer calls to report that he or she is having a problem with your product or service. This information can also be entered in Siebel eService.
  2. Receive/Open Request. The representative opens a service request, enters or verifies customer and vehicle information, and records a description of the problem.
  3. Assign the Request. When a representative is unable to resolve the problem over the phone, that representative can route the service request to other representatives or a dealer who has more expertise.

 Siebel eAutomotive Guide 
 Published: 18 April 2003