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Business Functions of Screen Tabs in Siebel eCommunications
The Siebel eCommunications and Siebel eMedia interfaces include procedure-specific screens. Some screens are used exclusively by administrators. Table 4 lists the most frequently used Siebel eCommunications and Siebel eMedia screens and the functions of the views in those screens.
Table 4. Siebel eCommunications and Siebel eMedia Screens Screen Functions For More Information Accounts Create, view, and update accounts. Set up and maintain account hierarchies. Define and maintain account profile information. Query customer bills. Record bill payments, repayment plans, and adjustments. Activities Track personal activities and view activities for other team members. Track the progress of accounts, trouble tickets, service requests, interactions with contacts, and opportunities. See Siebel Call Center User Guide Agreements Create, generate, modify, approve, and track agreements. See Agreements and Entitlements in this guide Assets Manage information about products sold to accounts. See Siebel Field Service Guide Audit Trail Creates a history of the changes that have been made in Siebel eCommunications and Siebel eMedia. See Applications Administration Guide Briefings Gather and format information from a number of different sources, both inside and outside your company, including the World Wide Web. See Siebel eBriefings Administration Guide Calendar Create and display activities (including to-do activities) and share calendar information with co-workers. See Fundamentals Campaigns Manage outbound communications with prospects targeted for a particular marketing effort. See Applications Administration Guide Contacts Record and track business and personal contact information associated with an account, an opportunity, a trouble ticket, or service request. See Contacts in this guide Credit Management Manage and monitor customer credit issues. Share data with third-party credit management applications. See Credit Management in this guide Entitlements Associate entitlements with accounts, contacts, and products. Determine a customer's eligibility for service under its entitlements. See Agreements and Entitlements in this guide Expense Reports Manage expense-report information for your own expenses, or your team's expenses. See Applications Administration Guide Forecasts Create business forecasts based on opportunities or products. See Applications Administration Guide Fraud Management Manage and monitor customer fraud issues. Share data with third-party fraud management applications. See Fraud Management in this guide Literature Display company- and industry-related literature cataloged by the Siebel administrator. See Applications Administration Guide Opportunities Manage sales opportunities for business and residential customers. See Opportunities in this guide Orders Create sales orders and track their status. Generate order summaries. See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications Premises Create and maintain premises. Track service points, customer premise equipment, and meters associated with a premise. See Premises in this guide Products Display products, product lines, product features, and price lists. See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications Quality Manage information about adverse events or reactions related to products. See Applications Administration Guide Quotes Create, view, and update quotes. Update opportunities and configure solutions for quotes. See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications Service Requests Create, display, and update customer requests for information about or assistance with products or services. See Service Requests and Trouble Tickets in this guide SmartScripts Define the application workflow for an interactive situation in a script. These interactive situations could include inbound communications (such as customer service) and outbound contacts (such as telemarketing). See Siebel SmartScript Administration Guide Solutions Search, organize, and add to a knowledge base of answers to service requests and trouble tickets. See Siebel Field Service Guide Trouble Tickets Create, display, and update customer requests for information about or assistance with products or services. See Service Requests and Trouble Tickets in this guide Work Orders Manage the work components associated with activating or turning off service for a customer. See Work Orders in this guide
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Siebel eCommunications Guide Published: 23 June 2003 |