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Siebel Employee Relationship Management Administration Guide > Setting Up Siebel HelpDesk >

Example Process for Siebel HelpDesk

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The following section describes the process an administrator might follow to set up Siebel HelpDesk. Your company may follow a different process according to its business requirements.

Administrator Procedures

The Siebel administrator requires administrative responsibilities to:

Set up help desk agents and entitlements. The administrator associates support agents with responsibilities, and then sets up employee entitlements. For more information, see Setting Up Siebel HelpDesk Responsibilities and Setting Up Siebel HelpDesk Entitlements.
Manage and Allocate Assets. The administrator adds new assets to the Assets database, and allocates assets to employees. For more information, see Managing and Allocating Assets.
Set up Alerts Online. The administrator adds systems and subsystems to Alerts Online, which provides system status information to employees. For more information, see Setting Up Alerts Online.
Set up Solution FAQs. The administrator creates frequently asked questions (FAQs) for the Solutions database that employees can use to search for answers to common problems. For more information, see Creating Siebel HelpDesk FAQs for Solutions Database.
Prepare employee satisfaction survey. The administrator modifies the list of selectable responses for the HelpDesk employee satisfaction survey that will be sent to HelpDesk users. For more information, see Modifying Selectable Responses for Employee Surveys.

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