8Siebel Self Service for Communications, Media, and Energy
Siebel Self Service for Communications, Media, and Energy
This chapter describes Siebel Self Service for Communications, Media, and Energy. It includes the following topics:
About Siebel Self Service for Communications, Media, and Energy
Siebel Self Service for Communications, Media, and Energy is a Web portal that allows your customers to perform the following tasks:
Submit and track service requests.
Track the status of orders.
Manage products through their life cycle.
Search a knowledge base for solutions to frequently asked questions and for other information.
Troubleshoot problems using interactive guides.
Locate your nearest retail or service location.
Collaborate with service agents in real time by sharing Web pages, documents, and other desktop information.
Differences Between Siebel Self Service and Siebel Self Service for CME
To review the differences between Siebel Self Service and Siebel Self Service for Communications, Media, and Energy, see the following information:
Differences in the Customer Portal for CME
The customer portal for Siebel Self Service for Communications, Media, and Energy is different from the customer portal for Siebel Self Service. The most important differences are as follows:
Support for complex account management
Support for complex orders that include products and services
Note: Service requests are also known as trouble tickets in the communications industry. The term trouble ticket is used in Siebel Communications for internal, agent-facing applications, but the term service request is used in the customer portal because people who use the product through the Web might not be familiar with this industry-specific term. In Siebel Communications, you can access the All Trouble Tickets view to see service requests submitted through the customer portal.
Support for Complex Account Management
In the communications, media, and energy industries, a single customer can frequently have multiple accounts for different types of service at different locations. For example, a customer can have accounts for electric and gas service at many locations.
Siebel Communications and Siebel Energy allow you to define complex account hierarchies. For example, you might define a parent account for a customer’s business, separate child accounts for each utility service at each of the customer’s sites, and several billing accounts for billing the service at different groups of sites. For more information about account hierarchies, see the information about accounts in Siebel Communications Guide or Siebel Energy Guide.
The My Profile view allows customers to work with multiple accounts.
Customers click the Current Account link of the My Profile view to display the Current Account view, which includes information about their current account and a Select Account list that includes all of their accounts. They can use this Current Account view to perform the following tasks:
Change the current account. Customers can select an account from drop down and select Set as Current to select the current account. Siebel Self Service displays service requests, billing information, and other information for the current account.
Select the primary account. Customers can select an account from dropdown and select Set as Primary to select the primary account.
Add new accounts. Customers can click the Create New Account button to create and enter information about a new account.
Add new addresses. Customers can click the Add button of the Current Account Address list to add new addresses for the current account.
Support for Complex Orders Including Products and Services
In the communications, media, and energy industries, customers frequently place complex orders, which include products and services. For example, a customer might order a cell phone and cell phone service. The cell phone might have a warranty that expires after a year, while the cell phone service continues until the customer ends the service.
For communications, media, and energy industries, Siebel Self Service for Siebel Industry Solutions supports these complex bundles of products and services. The Siebel Self Service application has a My Profile screen for CME which can be accessed from Side Menu. This screen has Product and Services Section. These features allow customers to view information about the products and services for the account for which they are currently logged in.
Differences in Personalization for CME
Personalization changes exist for customer applications because a single contact can have multiple accounts in Siebel Self Service Communications, Media, and Energy.
Any account-specific personalization rules are evaluated using the primary account of the contact. When the contact logs in, the login process loads the profile for contact's primary account into memory. When the contact selects an account, the process does not flush the profile of the primary account out of memory and load a new one. The following table shows the profile attribute values that the process changes.
Table Profile Attribute Changes for Account Selection
| Attribute Name | Value |
|---|---|
SessionAccountId |
ROW_ID |
SessionAccountName |
NAME |
CustomerAccountId |
MASTER_OU_ID |
DefaultPriceListId |
CURR_PRI_LST_ID |
You cannot change this behavior, so account-driven personalization rules always use the primary account of the contact.
However, if you want to use a specific field value of the current account for personalization, then you can write Siebel VB (Visual Basic) code to get the field value from the account. When the user selects an account, the following global variables that can be accessed using Siebel VB are set:
AccountId
AccountName
To access these variables, use the InvokeMethod event, and use the SetProfileAttr method to set a dynamic profile attribute. For more information about personalization, see Siebel Personalization Administration Guide.