Agency Tasks

The agency can use Siebel Public Sector to perform many of the same tasks that the brand owner performs using Siebel PRM. For more information, see "Differences Between Siebel Public Sector and Siebel PRM".

Some tasks that the agency performs that are specific to Siebel Public Sector are described in "Process of Referring Benefits Cases to Service Providers". Other tasks that the agency performs that are specific to Siebel Public Sector include the following:

• "Adding Addresses for Service Providers"

• "Viewing and Updating Referral Orders"

• "Sharing Information About Cases with the Service Provider"

Adding Addresses for Service Providers

If a service provider has multiple addresses, you add the addresses using the following procedure.

To add addresses for a service provider  

1. Navigate to the Service Providers screen.

2. Drill down on the name of the service provider that you want.

3. Display the Addresses View.

4. In the Addresses list, add new records, and complete the necessary fields.

Viewing and Updating Referral Orders

A user at the agency can view all referral orders for a given provider and update the order status. Referral orders used for working with service providers in Siebel Public Sector are similar to standard service orders in Siebel Business Applications. They have additional features that are specific to the public sector. For general information about orders in Siebel Business Applications, see Siebel Order Management Guide.

Note: Referral orders are not created in the view described in this topic. For information about how referral orders are created, see "Creating Referral Orders for Benefits".

To view or update referral orders  

1. Navigate to the Service Providers screen.

2. Drill down on the name of the service provider that you want.

3. Display the Orders view.

4. In the Order record, update the Status field if the status of the referral order has changed.

5. In the Order record list, drill down on the Order number (#) field for the referral order that you want to view its line items.

Sharing Information About Cases with the Service Provider

You can share information about cases across multiple organizations. Service providers can access all cases assigned to their organization in the Public Sector PRM Portal.

The agency and service provider can share additional information about cases by adding activities, attachments, service requests, or notes to the case record.

To share information about a case with the service provider  

1. Navigate to the Cases screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Activities, Attachments, Service Requests, Contacts, or Notes view.

4. To view information that the service provider has shared, scroll through the existing records.

5. To share information with the service provider, add a new record and complete the necessary fields.