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Service Requests

A service request might involve a problem with a vehicle, such as squeaking brakes, a request to add new accessories to the vehicle, or a request for information.

In the automotive industry, dealers generally handle service requests. Siebel Self Service for Automotive allows the customer to route service requests directly to a dealer. If the customer does not route a service request to a dealer, then the OEM (Original Equipment Manufacturer) must route the service request to the appropriate dealer so that the dealer can contact the customer and make an appointment to fulfill the service request. You can route certain types of service requests, such as requests for information, to the appropriate department of the OEM for fulfillment.

Customers can enter service requests by going to the My Profile view, clicking the My Service Requests link, and clicking the plus (+) icon in the application toolbar.

Service requests in Siebel Self Service for Automotive include the following enhancements that are specific to the automotive industry:

• Serial #/VIN#. Customers click the select button of the VIN number (#) field to select the vehicle that the service request applies to, and to view full information about the vehicle.
• Mileage. Customers use the Current Mileage and Unit fields to enter the mileage of the vehicle and to specify whether the unit of measure is miles or kilometers.
• Dealer. Customers can click the select button of the Assigned Dealer field to select a dealer to assign to the service request. Customers are not required to make a selection in this field.
• Services to Be Performed. Customers can specify the services to perform as part of the service request.
• Appointment Time. Customers can specify the time and date for the service request.

You can set up Siebel Assignment Manager to assign service requests. The type of service request, dealer locations, the makes of vehicles that dealers handle, dealer special skills, and other criteria can determine this assignment. For more information, see Siebel Assignment Manager Administration Guide. For more information about service requests, see Siebel Automotive Guide.