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Solutions as a Service Request Research Tool

After the service request is assigned to a customer service representative (CSR), the assigned CSR begins to research a solution to the problem.

The Solutions screen allows agents to store, organize, associate, and search items in the knowledge database. The knowledge database categorizes and stores successful resolutions to similar problems, and provides published workarounds to common problems.

After successfully resolving a problem, the CSR can associate the solution with the service request as a reference. Associated solution can be made available to customers who used the call center or a self-service eService Web site to check the status of service issues. Associating the solution to the service request also makes it possible to resolve similar service requests without performing extensive research.


 Siebel Call Center User Guide 
 Published: 18 April 2003