This figure describes the following process:

  1. The customer provides their account information.

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

  3. The customer makes a service usage inquiry.

  4. The CSR requests to view the service summary and service details in Siebel CRM.

  5. The billing system sends the service summary and service details to Siebel CRM.

  6. The CSR views the information in Siebel CRM.

  7. The CSR responds to the customer inquiry.

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