This figure describes 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 inquires about their service usage.

4. The CSR selects the customer's billing profile. Siebel CRM requests the service summary and service details from BRM.

5. BRM sends the service summary and service details to Siebel CRM.

6. The CSR views the information and shares it with the customer.

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