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Siebel HelpDesk Administrator Resources

The following resources can assist the administrator responsible for setting up and configuring Siebel HelpDesk.

Siebel HelpDesk Entitlements

Siebel HelpDesk provides service entitlement verification of registered users in addition to the standard contact authentication at login. If entitlement verification is active when a user tries to create, update, or view a service request, the application verifies that the user is listed as a contact for a currently valid service entitlement. For more information on setting up service-level agreements, see Siebel Field Service Guide.

Asset Management and Allocation

Administrators can assign assets (such as laptops and security tokens) to each employee, add products and make them available as assets, and track and store asset information. For more information, see Siebel Field Service Guide.

Siebel HelpDesk Employee Surveys

The Siebel HelpDesk Employee Satisfaction survey allows organizations to obtain employee feedback using a Web-based form linked to a service request. The employee completes the form, submits it, and the help desk analyzes the results and generates reports.

Siebel HelpDesk Customer Satisfaction Survey questions and labels can be modified using Siebel Tools. For more information on configuring control properties, see Configuring Siebel Business Applications.

An administrator also can modify the list of selectable responses for each survey question. For instructions on modifying lists of values, see Siebel Applications Administration Guide.

HelpDesk Activity Templates

Siebel HelpDesk agents often perform tasks that require multiple steps. As an administrator, you can create activity templates that provide the framework for agents to complete multistep tasks. The templates that you create can provide detailed steps or instructions for common issues. HelpDesk agents can follow the instructions or tasks within an activity template to resolve customer issues. For more information on setting up Activity Templates with associated activities, see Siebel Applications Administration Guide.

Automatic Creation of Attachments

When completing a service request, HelpDesk users can describe each issue in a description field. When the number of characters in the description is greater than the configured number of characters (the default is 2,000 characters) Siebel HelpDesk automatically creates a text file attachment and stores the file to the Siebel file system. The Description field can map to any database column with a character maximum of any specified number, defined by the database table.

To modify this functionality, you use Siebel Tools to configure the Max Description Length user property of the Service Request business component and specify a value for the maximum number of characters for the auto file attachment creation. For detailed instructions on mapping business component fields to database fields other than the default ones, see Configuring Siebel Business Applications.

Email Response

For information on setting up Siebel Email Response, see Siebel Email Response Administration Guide.

Assignment Manager

Siebel Assignment Manager allows sales, service, and marketing organizations to assign the most qualified people to specific tasks. Assignment Manager accomplishes this function by matching candidates (that is, employees, positions, and organizations) to predefined and user-configurable assignment objects. To assign the most qualified candidate to each object, Assignment Manager applies assignment rules that you define to each candidate.

For information on automatically assigning service requests using Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

Escalation and Notification

You can use the Siebel Business Process Designer to manage business processes in your organization. For example, you can address such challenges as automating escalation of events and notification of appropriate parties, routing and assigning work, processing work, and enforcing authorization and transition rules.

To use the escalation and notification engine, see Siebel Business Process Framework: Workflow Guide.

CTI Integration

Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel Business Applications. CTI capabilities are provided through integration with Oracle's Call Center Anywhere or with third-party CTI middleware packages.

For more information on configuring and setting up the communications server for Siebel HelpDesk and communication middleware, see Siebel Communications Server Administration Guide.