About Managing Service Requests with Siebel PRM

This chapter describes examples that are examples of how you might use Siebel PRM to manage service requests.

You can use Siebel PRM to manage two types of service requests:

• Customer Service Requests. Customers sometimes log service requests that your partners are responsible for. You can refer customer service requests to partners, work on them collaboratively with partners, or track service requests that partners have logged on behalf of your customers.

• Partner Service Requests. Partners sometimes log service requests that you must respond to. For example, partners might have questions about your products or about the partnership, or they might need other forms of service.

These examples cover a number of methods to manage each type of service request.

To reduce the number of service requests you receive, you can create a repository of FAQs, solutions, and SmartScripts to help partners solve customers' problems and their own problems without logging service requests.