This figure shows the following :

  1. The customer provides their account information to a CSR and requests information.

  2. Siebel CRM requests the account balance, invoice details and unbilled usage from the billing system, and creates/queries payments and payments adjustments from the billing system.

  3. The billing system sends the account balance, invoice details and unbilled usage information to Siebel CRM and then it creates or provides a payment and/or payment adjustments to Siebel CRM.

  4. The CSR shares the information with the customer.

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