| Siebel CRM Partner Relationship Management Administration Guide Siebel Innovation Pack 2015 E24800-01 |
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| Siebel CRM Partner Relationship Management Administration Guide Siebel Innovation Pack 2015 E24800-01 |
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There are two common situations where the partner responds to customer service requests:
"Example of the Partner Receiving Service Requests and Logging Them for Tracking Purposes"
"Example of the Brand Owner Receiving Service Requests and Assigning Them to the Partner"
This topic gives one example of how the partners respond to customer service requests. You might use this feature differently, depending on your business model
Partners might receive customer service requests directly and log them in the Siebel PRM Portal for tracking purposes. Then, partners can use the Siebel PRM Portal to manage service requests within their own organization, and at the same time, give you visibility to these service requests so you can track how well your partners are serving customers.
In this example, the partner acts as service provider on behalf of the brand owner, with no intervention from the brand owner. When customers have a problem with the product, they contact the partner with which they have a relationship.
For example, if a partner is a dealer or a value-added reseller, customers who have made purchases from the partner would call the partner directly with service requests.
Using the Siebel PRM Portal, the partner company can enter customer service requests, assign these service requests to the appropriate service agents, and track the service requests as the service agents work on them. Using the Siebel PRM Manager, the channel manager at your company can also track the progress of the service requests at partner companies.
Partners have access to a subset of the service management functionality that you have in the Siebel PRM Manager. Partners can log service requests, add activities and attachments to service requests, and associate solutions from the knowledge base with service requests.
Partners can get help in researching service requests by using the Siebel PRM Portal Solutions screen to display frequently asked questions (FAQs) and their solutions and to display troubleshooting instructions, as discussed later in this chapter. For more information about working with service requests, see the chapter on service requests in Siebel Applications Administration Guide.
This example consists of the following tasks:
In this example, your partners enter service requests using the Siebel PRM Portal. The partner might get these service requests through its call center or through other customer contacts.
To enter a new service request through the Siebel PRM Portal
In the Siebel PRM Portal, the partner navigates to the Service screen, then the Service Request List, and the My Customer's Service Requests view.
In the Service Requests list, the partner selects New Record from the menu to add a new record to that list.
The partner enters information about the service request in the new record.
Optionally, the partner entering the service request can assign it immediately by selecting a service agent in the Owner field, so the service request appears in the owner's My Service Requests view.
If the service request is not assigned immediately, it is visible only in the All Service Requests view. The employee responsible for managing the service request queue would have to assign it later, as described in the following topic.
If service requests are not assigned by the employee logging the service request, a partner employee would have the responsibility of managing the service request queue. This employee would regularly look at new service requests in the Siebel PRM Portal's All Customer Service Requests view, and would use the Owner field to assign each service request to the partner employee who is qualified to respond to it. The appropriate employee could be a service agent who contacts the customer by telephone or a field service agent who goes to the customer site.
The employee who manages the service request queue must have a responsibility that includes visibility to the All Service Requests view. For more information about using responsibilities to control visibility to views and about the responsibilities available in the seed data, see the topic about defining partner responsibilities in Chapter 3, "Setting Up Siebel PRM."
To assign a service request to a partner service agent
In the Siebel PRM Portal, the partner navigates to the Service screen, then the Service Request List, and the All Customer's Service Requests view.
In the Service Requests list, the partner drills down on the name of the service request to be assigned.
In the More Info view tab, the partner clicks the Single Select button of the Owner field.
The Pick Service Request Owner dialog box appears.
In the Pick Service Request Owner dialog box, the partner selects a partner employee to be added as the owner of the service request and clicks OK.
Partner service agents and field technicians who fulfill service requests would regularly navigate to the Siebel PRM Portal's Service screen, then the My Customers' Service Requests view. They would research and respond to new customer service requests.
Alternatively, they could be notified automatically by email whenever a new service request is assigned to them. The brand owner would set up Siebel Business Process Designer to send this email. For more information about Siebel Business Process Designer, see Siebel Business Process Framework: Workflow Guide.
When they finish working on a service request, they change the status to closed.
Managers at the partner company can use the Siebel PRM Portal to view the service requests that their direct reports own and track progress on them.
To view your report's service requests
In the Siebel PRM Portal, the partner navigates to the Service screen, then the Service Request List, and the My Team's Customer's Service Requests view.
The service requests owned by this partner company manager's reports appear.
Although your company does not develop or work on service requests in this example, your channel managers can view the service requests for the partner companies that they manage. This lets them track each partner company's progress in fulfilling service requests.
Optionally, you can also produce the Partner Operations report, which lists the service requests a partner is working on, as well as that partner's opportunities, accounts, and so on.
To view the service requests of a partner company
In the Siebel PRM Manager, navigate to the Partner Operations screen.
In the Partners list, drill down on the name of the partner company whose service requests you want to see.
Click the Service Requests view tab.
The partner's service requests appear.
This topic gives one example of how the partners respond to customer service requests. You might use this feature differently, depending on your business model
In this example, service requests are received and entered by the brand owner company and assigned to specific partners.
This example would be appropriate, for example, if the brand owner runs a call center where customers call to report problems with products they purchased directly from the brand owner or through a reseller. The call center agents log the service requests, which then are assigned either automatically or manually to a partner with the appropriate skills to solve the customer's problem. The partner to whom the service request was assigned retrieves the service request through the Siebel PRM Portal. This partner then assigns it either to a partner employee who is a service agent responsible for telephoning the customer, or to a partner employee who is a field service technician responsible for visiting the customer's house. After solving the problem, the service agent changes the service request's status to closed using the Siebel PRM Portal. A service manager at the brand owner company can track the status of service requests to monitor customer satisfaction. For more information about working with service requests, see the chapter on service requests in Siebel Applications Administration Guide.
This example consists of the following tasks:
Your call center agents, field service representatives, or other employees who work with your customers receive service requests and enter the service requests in the Siebel Business Application that they use, which can be Siebel PRM Manager, Siebel Call Center, Siebel Service, or Siebel Field Service. Because Siebel Business Applications use the same database, these service requests are visible to you in Siebel PRM Manager even if they are entered in Siebel Call Center, Siebel Service, or Siebel Field Service.
To enter a new service request
Navigate to the Service screen.
In the Service Requests list, add a new record.
Enter information about the service request in the new record.
Assign the service request to a partner service agent, as described in the next step.
Next, service requests are assigned to the appropriate partner. You can do this manually, but it is generally better to use Siebel Assignment Manager to assign the service request by creating rules based on geography, partners' skills, expertise in a specific product, language ability, territory, workload and availability, or other criteria.
For example, you might assign service requests from Spanish-speaking customers for one of your product lines to a partner company that has expertise in that product line and employees who speak Spanish.
You can set up Assignment Manager either to assign service requests to partner companies or to assign service requests to individuals who can be service agents at the partner company or at your own company, depending on which agent is most qualified to deal with each service request.
You can assign service requests to partners in two ways:
Assign service requests to the partner company. To assign a service request to a partner company, you enter that company's organization in the Organization field of the Service Request record. The service request is visible in the All Service Requests view for that organization, but it is not visible in the My Service Requests view for any employee of the organization. The partner must designate an employee to find new service requests in the All Service Requests view and assign them to the appropriate employee by entering the employee's name in the Owner field of the service request, which is visible after you click the More/Less button of the More Info form.
Assign service requests to partner employees. To assign a service request to a partner employee, you enter the employee's name in the Owner field of the Service Request record. The service request is visible in the My Service Requests view for that employee.
It is usually difficult for you to keep track of the special skills of individual employees in partner companies, so it is more common to assign the service request to the partner company and have an employee there assign it to the service agent. For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.
After the service request is assigned, the partner employees work on it using the Siebel PRM Portal, as follows:
If the service request is assigned to a partner employee, that person is the owner of the service request and can see it in the My Service Requests view.
If the service request is assigned to a partner organization, employees in that organization can see that service request in the All Service Requests view, but the service request does not appear in any employee's My Service Requests view until a partner employee is added in the Owner field.
When service agents resolve a service request, they change its status to Closed.
To view a service request and change its status to Closed
You can track your partner's progress on its service requests by displaying the service requests and viewing the status fields to see which service requests have been closed.
To track a partner's service requests
In the Siebel PRM Manager, navigate to the Partner Operations screen.
In the Partners list, drill down on the name of the partner company whose service requests you want to see.
Click the Service Requests view tab.
The partner's service requests appear.
If you want to see more details about a service request, click its number in the Service Request list.
