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Creating a Service Request for a Contact

The Service Requests view associated with the Contacts screen can be used to view existing service requests or it can be used to add new ones. An agent can determine if a customer has an existing service request related to the issue by using either the Search Center or the Service Request view in the Contacts screen, and then performing a query on the information. For additional information about service requests, see Service Requests.

To create a service request for a contact

  1. Navigate to the Contacts screen, and in the Contacts list, locate the customer.
  2. Click the Service Requests view tab.
  3. In the Service Requests list, click New, and complete the fields.

    4. The following table describes some of the fields.

    Field
    Comments
    Account
    Account the contact is associated with. Automatically populated if there is an existing Account value for the contact.
    Last Name
    Contact's last name. Automatically populated.
    New
    When an asterisk appears in the New field, it indicates that the owner has not modified the service request record since receiving the assignment.
    Owner
    Person in your company responsible for resolving the service request.
    Site
    Location associated with the contact. Automatically populated if there is an existing Site value for the contact.
    SR #
    A unique identifying number for the service request. Automatically populated.
    Status
    Status of the service request. Defaults to Open.
    Summary
    Overview of the service request issue.

To add information to a contact's service request

  1. Navigate to the Contacts screen, and in the Contacts list, locate the customer.
  2. Click the Service Requests view tab.
  3. In the Service Requests list, locate the service request, and then drill down on the hyperlink in the SR # field.

    4. The Service screen appears, showing a Service Request form and an Activities list.

  4. In the Service Request form, complete the fields as needed.

    5. The following table describes some of the fields.

    Field
    Comments
    Agent Closed
    Date and time an agent closed the service request.
    Agent Committed
    Date and time by which the assigned agent promises to resolve the service request, expressed in terms of the agent's local time. May be based on the customer's entitlement for service.
    Agent Opened
    Date and time an agent created the service request for the customer.
    Area
    General product or service category that the service request concerns.
    Customer Committed
    Date and time by which the assigned agent promises to resolve the service request, expressed in terms of the customer's local time. May be based on the customer's entitlement for service.
    Customer Opened
    Date and time the customer created the service request. Used when the customer requests service through a Web site, rather than by phone.
    Priority
    Level of effort and urgency the service organization should devote to resolving the service request.
    Severity
    Intensity or nature of the problem. For example, a service request concerning a software problem might indicate whether the problem is a typographical error in the user interface, a feature malfunction, a crash, or a crash with data loss.
    Subarea
    More specific product or service category that the service request concerns. In conjunction with Area, this field is used to help assign the service request to an appropriate owner. The available values for Subarea depend on the value chosen for Area.
    Substatus
    In conjunction with Status field, provides information about the current stage in the process of addressing the service request.


 Siebel Call Center User Guide 
 Published: 18 April 2003