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Change Management and the Quality Screen
Organizations can track change requests related to products, service requests, and solutions, and manage the change process using the Quality screen.
Service professionals can record change requests against a product or a specified component of a product, allowing the organization to assess the quality of a product. Using change management, product managers can prioritize problems, identify problem trends, correct defects during any stage of the product cycle, and estimate correction costs.
Change management also keep customers current about the status of defect corrections and schedules for replacement products.
Use the Quality screen and corresponding views to:
- Create, manage, and maintain change request records
- Create and view the activities associated with a change request
- Keep customers informed about schedules for fixing and replacing defective products
- View change requests associated with service requests
- Create and view attachments associated with change requests
- View a comprehensive change request history for a product
- View charts to review important change request status information in a graphical format
- Create solutions and associate them with product change requests
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Siebel Call Center User Guide Published: 18 April 2003 |