This figure shows the following process:

1. The customer provides their account information.

2. The CSR searches for the customer account in Siebel CRM.

3. The customer inquires about a specific invoice.

4. BRM sends the list of invoices to Siebel CRM.

5. The CSR selects the invoice from a list in Siebel CRM.

6. BRM sends the invoice header, summary and details to Siebel CRM.

7. The CSR views the invoice header, summary and details in Siebel CRM.

8. The CSR shares the information with the customer.

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