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The Call Center Agent's View of Siebel eService

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Siebel eService helps Call Centers by allowing customers to serve themselves, giving Call Center agents more time to service higher-value issues over the phone. Call Center agents will typically perform the following functions to help eService customers:

Create and update eService users' login names and passwords. This process typically would require the agent to be authenticated by a directory such as Netscape Directory Server or Microsoft Active Directory using the Siebel security adaptor.
Engage in an eCollaboration session. Based on the customer's preferred method of communication—text chat, Voice over IP, or phone line call back—Web requests are queued and routed to the appropriate service agent with real-time screen pops.
Run the same eSmartScripts used in eService while talking on the phone with customers.
Respond to email submitted through eService. Agents can view their inbound email queues and then, for each message, view related customer, account, service request, and opportunity profiles, as well as any attachments. Agents use templates in the solution knowledge base to compose customized replies to inbound emails.
Add newly purchased warranties to customer assets. Agents may also add newly purchased customer assets to a customer's asset list.
Receive service requests submitted by customers using eService and assigned by Siebel Assignment Manager.
Access user history that is independent of the channel of communication the user chooses.

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