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Example of the Partner Logging Service Requests and Transferring Them to the Brand Owner

This 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, service requests are created by the partner companies and assigned to employees of the brand owner company. This example is appropriate for you if your partners receive customer service requests, and your company is responsible for fulfilling the service requests.

You might use this example in many different businesses. To give just one example, you could use it if your partners are resellers of satellite TV services, who take the orders for the service in the store, while the brand owner handles the actual installation of the satellite dish and the decoder. Whenever the reseller receives an order, the reseller logs a service request and assigns it to the brand owner so the brand owner can dispatch a field service technician to perform the installation.

This example consists of the following tasks:

• Entering Service Requests (Partner)
• Assigning Service Requests to Brand Owner Employees (Brand Owner)
• Working on Service Requests (Brand Owner)
• Tracking the Service Request (Brand Owner)

Entering Service Requests (Partner)

In this example, your partners receive new service requests and enter them into the Siebel Business Application using the Siebel PRM Portal.

You must set up Siebel Assignment Manager to assign service requests to the appropriate employee or organization in your company when partners enter service requests. Assignment Manager can assign service request based on employees' skills, product expertise, geography, or other criteria. For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

To enter a new service request through the Siebel PRM Portal

1. In the Siebel PRM Portal, the partner navigates to the Service screen.
2. In the Service Requests list, the partner clicks New to add a new record to that list.
3. The partner enters information about the service request in the new record.

   Assignment Manager has been set up to assign the service request to the appropriate organization or employee in your company.

Assigning Service Requests to Brand Owner Employees (Brand Owner)

If Assignment Manager has assigned the service request to an organization in your company, you must assign service requests to the appropriate service agent or field service technician in your company.

You can assign service requests manually. An employee at your company with access to the All Service Requests view can assign the service request to the appropriate employee, by choosing the employee name in the service request's Owner field.

Alternatively, you can have set up Assignment Manager to assign service requests to the appropriate employee automatically when they were entered by the partner.

In either situation, the service agent responsible for the request sees it in the My Service Requests view. For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

Working on Service Requests (Brand Owner)

When the service request has been assigned to your service agent, the agent can view it in Siebel PRM Manager, Siebel Service, Siebel Call Center, or another Siebel Business Application by displaying the My Service Requests view of the Service screen. Because Siebel Business Applications use the same database, you do not have to export this record from Siebel PRM to other Siebel Business Applications.

To view a new service request

1. Navigate to the Service screen, then the Service Requests list view.
2. In the Service Requests list, drill down on the name of the new service request.
3. Click the appropriate view tabs to see more details about the service request.
4. After researching the service request and solving the customer's problem, the service agent chooses Closed in the Status field of the service request.

Tracking the Service Request (Brand Owner)

As your employees work on these service requests, you can track their progress using the Siebel PRM Manager, or their managers can track their progress using Siebel Service. Again, because Siebel Business Applications use the same database, you do not have to worry about exchanging data among different Siebel Business Applications.

You can track your employees' progress as they work on their service requests by displaying the service requests, viewing the activities attached to it, and checking the status field to see if the service request has been closed.

Your service agents' managers can track their reports' service requests by displaying the My Team's Service Requests view.

To track employee's service requests

1. Navigate to the Service screen, then the Service Requests List, and the My Team's Service Requests view.
2. In the My Teams Service Requests list, drill down on the name of a service request you want to track.
3. Click the Activities view tab.

   The activities attached to that service request appear.