Siebel Call Center User Guide > Quality and Change Requests >

Managing Changing Requests

The Quality screen can be used to consistently track and augment the important information associated with a change request. If a change request related to the issues does not exist, a new change request is created to keep the information in the system current. Attachments and activities views are used to provide additional information about a change request.

Adding a Change Request

Use the following procedure to create a new change request to associate with a service request.

To add a new change request

  1. Navigate to the Quality screen, and from the Show drop-down list, select My Change Requests.
  2. In the Change Request list, add a new record, and then complete the fields.
  3. Save the change request.

    4. The new change request can be associated with service requests, products, and solutions.

Associating Activities with a Change Request

It is important to track the activities taken to resolve a change request.Recording activities associated with a change request keeps service request progress information current.

To associate activities with a change request

  1. Navigate to the Quality screen, and from the Show drop-down list, select My Change Requests.
  2. In the Change Request list, select the change request, and click the Activities view tab.
  3. In the Activities list, add a record and complete the necessary fields.
  4. Save the activity record.

Associating Attachments with a Change Request

When researching and resolving a change request, an agent might find external reference material and related documents, such as repair logs or email messages that they want to associate with the change request. Associating related material to the change request keeps the relevant information in one location.

To associate attachments with a change request

  1. Navigate to the Quality screen, and from the Show drop-down list, select My Change Requests.
  2. On the Change Request list, select the change request, and then click the Attachments view tab.
  3. In the Attachments list, add a new record.
  4. In the Attachment record, click the select button in the File field.
  5. In the Choose file dialog box, locate and select the file, and then click Open.

    6. If you want this document to be updated as changes are made to the original file, select the Update File check box.

  6. Save the attachment record.


 Siebel Call Center User Guide 
 Published: 18 April 2003