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Call Center Agent Creates a Service Request

A customer calls a financial institution's call center and is routed to a call center agent. As the Call Center Agent is talking with the customer, she finds out that the customer wants to get a copy of a specific account statement for one of his accounts. The Call Center Agent talks with the customer and gets his first name and last name. The agent also authenticates the customer with information such as his social security number or his mother's maiden name. After authenticating the caller, the call center agent creates the appropriate service request.


 Siebel eFinance Guide 
 Published: 20 October 2003