This chapter describes how service center employees process service calls from customers, set up service requests, and attempt to find immediate solutions. It includes the following topics:

• About Service Requests
• About the Process Flow for Service Requests
• Service Request Charts
• About Solutions
• About Answers
• About Siebel Audit Trail
• Process of Administering Service Requests
• Process of Administering Solutions
• Process of Managing Service Requests
• Process of Managing Solutions
• Process of Managing Answers