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Administrator Setup for Service Requests and Trouble Tickets

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You can create scripts and automate the assignment of trouble tickets, thereby making the CSRs' job easier.

You can use Siebel SmartScript to provide scripts that guide CSRs as they collect information about trouble tickets. For more information about creating scripts, see Siebel SmartScript Administration Guide.
CSRs or other qualified personnel can manually assign ownership of a trouble ticket to themselves, to another employee, or to a group. With the appropriate setup, Siebel Assignment Manager can be used to give the CSR the option of automating the assignment.

For more information about setting up Siebel Assignment Manager (including rules, criteria, workload, employees, positions, and territories), see Siebel Assignment Manager Administration Guide.

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