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Siebel Business Process Framework: Workflow Guide > Overview of Siebel Workflow > About Siebel Workflow > Scenario That Resolves Service RequestsThe scenario in this topic describes how a workflow process can automate a business process. In this scenario, a service manager for a high volume service agency thinks the organization cannot resolve customer issues in a timely manner. To improve how the organization tracks and manages service requests, the service manager decides to use a workflow process that automates the service request management process. The goal is to meet a Service Level Agreement commitment that makes sure the organization resolves new service requests (SRs) within a specific amount of time. The service manager requires Siebel CRM to assign SRs according to the representative who is available and who possesses the skills that are required to resolve the SR. If the SR requires immediate attention, then Siebel CRM must notify the SR owner. The developer uses the Process Designer in Siebel Tools to define the business process that Siebel CRM uses when a user creates a new service request. Figure 2 includes the workflow process that the Process Designer displays. It includes the steps and decision point that Siebel CRM uses if a new service request comes into the organization. If a user creates an SR, then Siebel CRM starts the workflow process. It calls the Siebel Assignment Manager to assign the SR to the service representative who is available and who possesses the skills required to resolve the SR. According to the SR severity, the workflow process can use the Siebel Communications Server to send an email message that notifies the representative. Automating this process helps the company achieve faster turnaround time to resolve SRs and to meet service commitments. Steps That the Service Request Scenario UsesTable 3 describes each step that the service request scenario uses. |
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