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Additional End-User Tasks for Trouble Ticket Management in Siebel Communications

This topic contains information about other tasks related to trouble tickets.

Customer Verification

When a customer telephones a call or service center, end users must verify whether the person is an existing or new customer. End users navigate to the Accounts or Contacts screen and perform a query of information about the customer, such as the last name, social security number, and so on. If information about the customer is available, then end users can review the requests that have already been entered for the customer. If no information about the customer is available, then end users can enter the customer information. For more information about accounts and contacts, see Accounts in Siebel Communications and Contacts in Siebel Communications.

Entitlement Verification

When creating a trouble ticket, verify the type of service agreement and entitlements connected with it. For more information about service agreements and entitlements see Agreements and Entitlements in Siebel Communications.

Communication with Field Service Agents

End users can contact a field service agent. Siebel Communications allows you to send messages about trouble tickets in several ways, including sending a text message to a pager. For more information, see Siebel CTI Administration Guide.

Trouble Tickets and Attachments

At any time, end users can store additional information relating to a trouble ticket in the database by associating an electronic file with the trouble ticket record. For information about associating an attachment with a record, see Siebel Fundamentals.