Bookshelf v7.5: About Siebel eService

About Siebel eService

Siebel eService provides a Web portal where customers can access service information and a knowledge base. Siebel eService users can view details of any portion of the portal application by drilling down on hyperlinks.

NOTE: You may have purchased either Siebel eService or Siebel eCustomer, which provides both service and e-commerce functionality. All references to Siebel eService in this book are also applicable to the service-related functionality in Siebel eCustomer.

The major features of this portal are:

User Login. The user registration process for Siebel eService is designed for both anonymous and registered Web users. Anonymous visitors to the Siebel eService site can only view the FAQs, search the knowledge base, and use the self-diagnostic tools. These anonymous users can register, create their personal profiles, and then gain full access to additional Siebel eService capabilities including creating service requests and registering products.

Salutation. The eService salutation area displays text messages based on personalization rules. For example, you can greet users by name and alert them to any new product news. The end result is that users are immediately reminded of information relevant to them, and guided to the right section of the Web site.

Recommended Items. You can personalize the recommended items area of the portal to recommend products based on user attributes such as the products the user has previously purchased or registered.

Contact Us. Siebel eService allows customers to communicate with organizations through a variety of communication channels, such as telephone, email, online chat, Voice Over IP, face-to-face communications, and postal mail. The links associated with Contact Us make these channels available. The persistent, global Contact Us button on every eService page also allows customers to choose any communication channel to interact with your business.

My Account. Customers' personal and company-specific information includes service requests, orders, billings, and registered products. Siebel eService allows customers to manage the entire lifecycle of their products. By registering and tracking their products, customers can receive product news or literature, track warranty agreements, receive recommendations on scheduled services, and submit and track service requests related to their products. They can check their outstanding order status, including returns, exchanges, and repairs. In addition, they can check their billing history and make payments online.

Self Service. Siebel eService includes an integrated, searchable knowledge base. Troubleshooting links provide access to a wide variety of support and service tools. Siebel eService customers can also access helpful "How To" instructions, and they can browse and obtain downloads and documentation.

Ask a Question. Customers can use Siebel Smart Answer to search the solution knowledge base using natural language and to provide feedback to the "self-learning" knowledge base engine.

Top FAQs list. Customers can select from a list of the most common support questions.