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Siebel Order Management Guide Addendum for Industry Applications >

Employee Use of Order Management

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This chapter describes how employee end users, such as salespeople and customer service representatives (CSRs), work with quotes and orders using Siebel Customer Order Management.

For information about how customers work with quotes and orders, see Customer Use of Order Management.

End users create quotes and orders when customers want to:

Order products or services for the first time. The user must open a new account for the potential customer, and then create a quote and order.
Change existing products or services, including deleting services. The user must work with existing information in the database to create a quote and order.

A quote includes instructions (actions) with enough information to generate a price. An order includes instructions plus status, and it also allows the addition of details, such as service account, billing account, provisioning details, and so forth.

The procedures in this chapter use the Customer Portal view as their starting point, because it is a central point for viewing information about an account and initiating many order management tasks.

The Customer Portal view is part of the Order Processing module. If you have not licensed the Order Processing module, employee end users can start from one of the other screens that allow access to quotes and orders, such as the Quotes screen and Orders screen.

For more information about how employees work with quotes and orders, see Siebel Sales User Guide.

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