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Siebel Partner Relationship Management Administration Guide > Managing Service Requests with Siebel PRM > Examples for Collaborative Customer Service > Example of the Partner Logging Service Requests and Working on Them with the Brand OwnerThis topic gives one example of how the partners work on customer service requests in collaboration with the brand owner. You might use this feature differently, depending on your business model In this example, the partner acts as the primary service provider but collaborates with the brand owner to get service issues resolved when the partner receives service requests that require expertise from the brand owner. For example, you might use this example if your partner is a value-added reseller of your company's complex manufacturing equipment. Your partner's field service technicians are on site installing new equipment, and have a problem with the computer's software that require a software patch. The field service technician would log a service request in the Siebel PRM Portal's Self-Service screen to get help from the brand owner and to request the patch. This example consists of the following tasks:
Logging Service Requests (Partner)In this example, your partners enter service requests using the Siebel PRM Portal. The partner might get these service requests through its call center or through other customer contacts. To enter a new service request through the Siebel PRM Portal
Using Self-Service to Get Help (Partner)To get help in solving the problem that they logged, partners can enter a service request in the Self-Service screen of the Siebel PRM Portal. To enter a new self-service request through the Siebel PRM Portal
Responding to the Partner's Self-Service Request (Brand Owner)The partner's self-service request is in the same queue as the other service requests that come to your company, and is assigned to a service agent in your company in the same way as other service requests are assigned. For example, you can configure Assignment Manager to assign the service request to a service agent based on your service agents' expertise, availability, or other factors. Because your Siebel Business Applications share a single database, this service request appears in the Siebel PRM Manager or in any other Siebel Business Application that your service agents use to track service requests. After your service agent responds to the self-service request, your service agent and the partner can continue to work together on the service request, if necessary, by logging updates to the service request. To respond to a service request
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