Siebel Call Center User Guide > Activities >

Researching a Service-Related Activity

For existing service requests, agents can quickly research the history of related activities using the Service Requests screen. The Activities Detail view provides a comprehensive set of completed and scheduled activities for the service request.

To view existing activities for a service request

  1. Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.
  2. In the Service Requests list, select the service request, and then click the Activities view tab.

    3. The Activities list represents every scheduled task for the selected service request as well as the service request history.

  3. In the Activities list, select the activity, and then drill down on the hyperlink in the Type field.

    4. The Activity form and Attachments list appear. You can view additional details about the activity, or add additional details, such as supporting attachments using either the form or the list.


 Siebel Call Center User Guide 
 Published: 18 April 2003