This figure shows the following process:

1. A customer provides their account information to a CSR.

2. Using Siebel CRM, the CSR searches for the customer's account.

3. The customer requests information about payment history.

4. The CSR searches for the payment using relevant search criteria. Siebel CRM requests the payment history from BRM.

5. BRM sends the payment history to Siebel CRM.

6. The CSR views the payment history and shares it with the customer.

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