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Customer Service Page for Siebel eBanking and eBrokerage
A service request is a customer's request for assistance on products or services they have purchased. All service requests include a service request number, a title, a description, and a status.
Examples of service requests include:
- Requests for financial account statements
- Requests for check copies
- Check orders
- Requests for bank checks
- Requests to stop payments
- Other reports of problems
Registered users submit new service requests and check service request status through the views in the Customer Service page.
Service requests can be assigned manually to service agents, or an administrator can create assignment rules to automatically assign service requests to agents by criteria such as product expertise.
From the Customer Service page, users can ask for assistance on products or services they have purchased.
Table 7 shows a mapping between the views and applets in the customer application to the related views in Siebel eFinance (the employee application). The view names listed are the display names observed by the end user; they are not the view names found in Siebel Tools.
Table 7. Mapping Siebel eBanking to Siebel eFinance for Customer Service Page Siebel eBanking View Siebel eBanking Applets Related Siebel eFinance Screens Summary Service Requests Contacts > Service Requests or Service screen Request a Statement Request a Statement Service > Account Services > Statement Copy Request a Check Copy Order a Check Copy Service > Account Services > Check Copy Request Request a Stop Payment Request a Stop Payment Service > Account Services > Stop Payment Order Checks Order Checks Service > Account Services > Check Order Request a Bank Check Request Bank Check Service > Account Services >Bank Check Report a Problem Report a Problem Service screen Forms Literature Document Administration > LiteratureFor more information, see Literature Page Frequently Asked Questions Frequently Asked Questions Solution Administration > SolutionsPublish External must be checked
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Siebel eService Administration Guide Addendum for Industry Applications Published: 18 June 2003 |