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Call Center Service Request Cycle

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Service requests vary in difficulty, type of resolution, and impact on the organization. The typical service request cycle involves initiating a service request, resolving the customer service issue, and then tracking and analyzing the requests for process improvements.

Customer Requests

Depending on how an organization is structured, agents can receive a service request through many different channels. These channels may include:

Direct telephone calls, often routed to the agent through an Automated Call Distributor (ACD)
Email requests
Internet requests logged automatically by customers over the Internet
Postings made to user groups

Initiating a Service Request

When opening a new request, certain information is typically necessary to begin processing the request, including:

Customer name
Company name
Nature of the request
Product or asset name

Based on the information gathered from the customer, the agent can determine how to proceed with the request.

Identifying the Customer

When a customer telephones a call center or service center, the agent must determine if the caller is an existing or new customer. To verify a customer, go to the Contacts or Accounts screen and perform a query on the information about the customer. This query may also be performed through the Search Center.

If the customer exists in the system, the agent can review the requests that have already been entered for this customer. If the customer does not already exist in the system, the agent can add the customer.

NOTE:  For customers using the Siebel Communications Server, this customer search can take place automatically when the call is received, presenting the agent with relevant contact information through an automated screen pop.

Creating a New Service Request

For new service issues, the agent enters the service request from the Service screen.

To create a service request

Navigate to the Service Requests screen and select All Service Requests from the Show drop-down list.
In the Service Requests list, create a new record.
Complete the fields and save the record.

Verification of Service Entitlements

Agents determine if a customer is entitled to service by navigating to the Service screen's More Info view and clicking the Verify button.

The Pick Entitlements dialog box displays a list of entitlements. If nothing appears in the Entitlements list, it could mean one of two things:

The customer has not contracted to receive support
The customer has used the allotted entitlements

If there are entitlements listed in the dialog box, select an entitlement and click OK.

NOTE:  The Entitlements screen and view are read-only. To enter information, use the Agreements screen. For more information on agreements and entitlements see Siebel Field Service Guide.

Providing Service Request Details

After an agent has confirmed the customer's entitlements and initiated a service request, he or she must enter the details so the service request can be processed and the issues resolved.

To supply details to an open service request

Navigate to the Service Requests screen, and from the Show drop-down list, select All Service Requests.
In the Service Requests list, select the service request and drill down on the SR # hyperlink.

NOTE:  If you have already verified the customer's entitlement, you should already be on the service request, and do not have to follow steps 1 through 3.

In the Service Requests form, complete the necessary fields, and then save the record.

NOTE:  The Siebel application is configured to prevent users from deleting service requests to protect historical data.

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