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Creating a Service Request Manually

To manually create a service request using the chat dashboard in the chat pane, complete the steps in the following procedure.

NOTE:  An activity can be linked to only one service request at any given time.

To manually create a service request

1. Click the Action drop-down menu in the chat dashboard.
2. Select Create Service Request to manually create a new service request for an incoming chat.

   If this is the first service request that is created for the chat, then the inbound chat activity is associated with it. If this is not the first service request, then this subsequent service request is regarded as standalone - which means that the inbound chat activity is not associated (or linked) to this service request.

   NOTE:  Once a new service request is created, the agent can associate it with the current chat activity record by navigating to Tools, then Communications in Siebel Call Center, and clicking the Associate button.

   By default, the Create Service Request action is contextually smart. It prepopulates the new service request form with data displayed in the customer dashboard and chat dashboard.