Sharing Data with Partners

Chapter 8, "Sharing Data with Partners," discusses how to share transactional data and master data with your partners.

This chapter includes examples of typical ways that you might share transactional data such as opportunities, service requests, and contacts. In addition to the types of transactional data described here, Siebel Agent Portal supports the types of transactional data described in the following topics:

• "Viewing a Partner's Call Reports"

• "Assigning Claims to a Partner"

• "Viewing a Partner's Policies and Quotes"

• "Assigning Households to an Agent"

Viewing a Partner's Call Reports

Call Reports are records of meetings and conversations with clients or other organizations and individuals. Your agents can create call reports when they meet with customers. For more information about call reports, see Siebel Insurance Guide or Siebel Healthcare Guide.

To view all call reports  

1. Navigate to the Call Reports screen.

2. From the Show list, choose All Call Reports.

Assigning Claims to a Partner

Claims management is a key part of an insurance carrier's dealings with its customers. Siebel Agent Portal allows your partner agencies to capture notice-of-loss information, to view claim information and activities, and to link claims to customer and policy information in similar ways as your employees would using Siebel Insurance.

Your call center can enter claims from customers. You can use call center to assign the claims to agents at partner companies and you can refer them to partner agencies, whose agents would contact the customers.

Agents, call center representatives, and mobile claims adjusters from your partner agencies can use Siebel Agent Portal to work directly with your customers, and you can use the Partner Manager to view the information they have entered.

You can assign claims to partner agents just as you would assign claims to your own employees, either manually or using Siebel Assignment Manager to create rules that automatically assign claims to partner agents. You can use Siebel Assignment manager to set up rules for assigning opportunities based on territory, availability, and many other factors. For more information about claims, see Siebel Insurance Guide. For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide.

To assign claims to a partner employee manually 

1. Navigate to the Claims screen.

2. From the Show list, choose All Claims.

3. In the Claims list, select the claim you want to assign to the partner.

4. In the More Info form, click the Multiple Select button for the Team Field.

   The Sales Team Members dialog box appears.

5. In the Sales Team Members dialog box, click New to add a new record to the list.

6. Select the partner employee you want to assign the opportunity, and click OK.

7. Click OK.

The partner employee is added to the Team list. This partner employee can now view this claim in the My Claims view of Agent Portal.

Viewing a Partner's Policies and Quotes

When agents at your partner companies sell policies to customers, they can enter the information about quotes and policies using Siebel Agent Portal.

You can use the Siebel Insurance Partner Manager to view this information, including quotes to customers and policies sold to customers.

Partner agents enter quotes for group policies in the Group Policies screen of Siebel Agent Portal, and when these quotes are purchased, they are converted to policies. This is similar to the way that your own employees enter quotes and group policies in Siebel Insurance or Siebel Healthcare. You can view these policies in the Group Policies screen of the Partner Manager.

Note: The Group Policies must be licensed separately from the Partner Manager.

Partner agents enter quotes for all types of personal policies in the Personal Policies screen of Siebel Agent Portal. This is done by using the Type field to specify the type of policy, and when these quotes are purchased, they are converted to policies. Depending on what type of policy they specified, you can view personal policies in the Auto Policies screen, Individual Health Policies screen, PUL Policies screen, Property Policies screen, or Life and Annuity screen of the Partner Manager.

You can also view all of a partner company's policies, regardless of type, by using the Partner Operations screen. Policies are listed in this screen only if the partner organization is the organization of the policy.

You can also view all of an individual agent's policies by using the Agents screen. This is particularly important when you are working with independent agents, who are not part of a partner company. For more information about policies, see Siebel Insurance Guide.

The procedure that follows uses the example of auto policies. To view other types of policies for a partner company, use a similar procedure but begin by navigating to the Group Policies screen, Individual Health Policies screen, PUL Policies screen, Property Policies screen, or Life and Annuity screen instead of navigating to the Auto Policies screen.

To view a partner company's auto policies and quotes 

1. Navigate to the Auto Policies screen.

2. From the Show list, choose All Policies/Quotes across Organizations.

3. Click the Query button.

   A query form appears.

4. In the More Info form, click the More icon.

5. In the More Info form, in the Organization field, click the Select icon.

   The Pick Organization dialog box appears.

6. In the Pick Organization dialog box, select the Organization of the partner company and click OK.

7. In the Policies/Quotes list, click Go to run the query.

   All of the partner companies auto policies and quotes appear.

To view all of a partner company's policies and quotes 

1. Navigate to the Partner Operations screen.

2. In the Partners list, select the company whose policies you want to view.

3. Click the Policies view tab.

   All of that company's policies and quotes appear.

To view all of an agent's policies and quotes 

1. Navigate to the Agents screen.

2. In the Agents list, select the agent whose policies you want to view.

3. Click the Policies/Quotes view tab.

   All of that agent's policies and quotes appear.

Assigning Households to an Agent

It is useful for agents to know if they have sold multiple policies to members of the same household, because it gives them information about customers background that they can use in future marketing and cross selling.

After adding Households records, you associate them with contact records. Each customer is represented by one contact record. By associating a household record with the contact records of all the people in that household, you allow an agent who is working with one of those contacts to display information about all the other people in that customer's family and the policies that agent has sold them.

Note: Households are assigned independently of contacts. When you assign an agent to a household, it does not assign the contacts of that household to that agent.

To assign a household to an agent  

1. Navigate to the All Households view.

2. In the Households list, in the record for the household you want to assign to the agent, click the Multiple Select button of the Team field.

   The Household Team Members dialog box appears.

3. In the Household Team Members dialog box, click New to add a new record.

   An employees list appears.

4. Select the agent employee you want to assign the household, and click OK.

   You can also select multiple employees and click OK to add them to the access list.

5. In the Household Team Members dialog box, click Close.

   The household is visible to these agent employees in the My Households view. For more information about households, see Siebel Insurance Guide.