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Siebel eService Administration Guide Addendum for Industry Applications > Siebel eService for Automotive > Features in User Interface for Siebel eService for Automotive > Service RequestsA service request might involve a problem with a vehicle, such as squeaking brakes, a request to add new accessories to the vehicle, or a request for information. In the automotive industry, dealers generally handle service requests. Siebel eService for Automotive allows the customer to route service requests directly to a dealer. If the customer does not route a service request to a dealer, then the OEM (Original Equipment Manufacturer) must route the service request to the appropriate dealer so that the dealer can contact the customer and make an appointment to fulfill the service request. You can route certain types of service requests, such as requests for information, to the appropriate department of the OEM for fulfillment. Customers can enter service requests by going to the My Account view, clicking the My Service Requests link, and clicking New in the My Service Request list. Service requests in Siebel eService for Automotive include the following enhancements that are specific to the automotive industry:
You can set up Siebel Assignment Manager to assign service requests. The type of service request, dealer locations, the makes of vehicles that dealers handle, dealer special skills, and other criteria can determine this assignment. For more information, see Siebel Assignment Manager Administration Guide. For more information about service requests, see Siebel Automotive Guide. |
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