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Siebel Partner Relationship Management Administration Guide > Sharing Data with Partners > Sharing Transactional Data with Partners > Assigning Service Requests to a PartnerCustomers often have service requests that one of your partners is most qualified to handle. You might receive the service request through your call center, and then find that a partner is best qualified to handle it. You can assign service requests to partner employees manually, or you can use Siebel Assignment Manager to create rules that automatically assign service requests to the appropriate partner employee. You can use Assignment Manager to decide which of your employees or your partner's employees is best able to handle a service request by scoring them on the basis of product expertise, territory, and many other criteria. Assignment Manager sums the scores for all the criteria and assigns the service request to the employee with the highest score. For example, a large air conditioning manufacturer might rely on third-party technicians to service its products. Service requests come in through the manufacturer's call center, and the manufacturer can use Siebel Assignment Manager to assign the service requests to partner technicians based on the partner's location and expertise. If you have set up a partner company as the only division in its organization, you can assign a service request to the organization instead of to a specific employee. The service request assigned in this way appears in the All Service Requests view when partners access Siebel PRM through the Web, but it does not appear in the My Service Requests view for any individual. A person at the partner company who has access to the All Service Requests view must assign the service request to an employee. Employees of partner companies can also enter service requests themselves on behalf of customers, and these are visible to your company as well as to the partner company. For more information about working with service requests, see the chapter on service requests in Siebel Applications Administration Guide. For more information on the Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide. NOTE: Because a service request has only one owner, it is automatically visible in the Partner Operations screen under the owner's company. You do not have to explicitly assign the service request to the partner organization to make it visible in the Partner Operations screen. To assign service requests to a partner employee manually
Use the following procedure to assign a service request to a partner company. To assign a service request to a partner company
To work with the service requests you have assigned to a partner |
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