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Siebel eCommunications Guide > Service Requests and Trouble Tickets >
Additional End-User Procedures Related to Trouble Tickets
For descriptions of other procedures related to trouble tickets, see the Siebel Bookshelf.
Customer Verification
When a customer telephones a call or service center, end users must verify if the person is an existing or new customer. To verify a customer, end users navigate to the Accounts or Contacts screen and perform a query on a form of information about the customer, such as last name, Social Security number, and so on. If the customer exists in the system, end users can review which requests have already been entered for this customer. If the customer does not already exist in the system, end users can add the customer. For more information about accounts and contacts, see Accounts and Contacts.
Entitlement Verification
When creating a trouble ticket, verify the type of service agreement and entitlements connected with it. For more information about service agreements and entitlements see Agreements and Entitlements.
Communication with Field Service Agents
End users may need to contact a field service agent. Siebel eCommunications allows you to send messages about trouble tickets in several ways, including sending a text message to a pager. For more information, see Siebel Communications Server Administration Guide.
Trouble Tickets and Attachments
At any time, end users can store additional information relating to a trouble ticket in the database by associating an electronic file with the trouble ticket record. For directions for associating an attachment with a record, see Fundamentals.
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Siebel eCommunications Guide Published: 23 June 2003 |