Siebel Customer Relationship Console User Guide > Adding Information >
Adding Service Requests
By adding a new Service Request (see Figure 12) you can:
- Capture basic service requests
- Create new service requests
- Enter basic details of the request (Type, Area, Summary, and so on)
- Submit the service request for process and resolution
Figure 12. Add Service Requests View
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To add a service request
- Start a session for the customer initiating the service request.
- From the menu bar, click the down arrow in the Action field, select Add a Service Request, and click Go.
NOTE: An alternative approach to adding a new Service Request is to select the SRs session tab and then click New.
- Select the service request type from the drop-down list:
- Complaints
- Statement Copy
- Transaction Dispute
- Check Copy
- Lost/Stolen Information
- Click Next.
- Complete the fields as necessary.
The fields will vary based upon the service request type selected in Step 3. Some of the fields are described in the following table.
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Priority |
The level of importance of closing the service request. |
Description |
Descriptive text for the service request. |
Status |
The status of the service request. |
Area |
The area further defines the kind of service request. |
Source |
How the customer contacted you to report the service request. |
Sub-Status |
The status at a more granular level. |
Follow-Up Method |
The customer's preferred method of contact. |
- Click Save.
NOTE: At any time before you click Save you can click Cancel to cancel the new service request and return to the Summary view.
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