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Tracking Customer Assistance with Service Requests
A service request (SR) is a customer request for information about, or assistance with, products or services bought from a company. Service request records track customer requests and accompanying responses, and they are the central data object for managing and resolving complex service issues.
Service requests allow agents to create, assign, and manage customer service issues. Service requests provide access to the customer's assets, profile, open issues, related product issues, and service agreement information, and they can include short and extended descriptions of the problem, problem categories, levels of severity and priority, and status tracking with the opening and closing date and time. Each service request can also include many important details such as related activities, related attachments, and relevant solutions.
Use the Service Requests screen to perform the following activities:
- View, create, and update service requests
- Enter information about activities related to a service request
- View information associated with a service request, including attachments, solutions, and decision issues
- Log Change Requests associated with a service request
- Conduct customer satisfaction surveys associated with a service request
- Create and view status of service orders
- View audit trail information for a service request
- View graphical analysis charts of summary service request information
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Siebel Call Center User Guide Published: 18 April 2003 |