6Using Siebel Self Service
Using Siebel Self Service
This chapter includes information about how customers can use the Siebel Self Service Web site. It includes the following topics:
Managing User Profiles on the Siebel Self Service Web Site
Only registered customers who enter a user name and password to access the Siebel Self Service Web site can manage user profiles. To manage user profiles on Siebel Self Service, customers perform the following tasks:
Registering on the Siebel Self Service Web Site
If customers do not register on the Siebel Self Service Web site, then they can access limited functionality on the Web site. When customers register, they provide personal and contact information about themselves, and they create user names and passwords for themselves. When they access the site again, they enter this user name and password to log in to the site so that they can access additional functionality that is unavailable to customers who do not register.
To complete the registration process, customers must enter data in all of the fields in the registration form that have a star icon. At any time during this process, they can click the Cancel button to stop the process and not create a registration record.
Customers can register on the Siebel Self Service Web site only after administrators configure the LDAP security adapter for user authentication. For more information about configuring the LDAP security adapter, see Siebel Security Guide.
To register on the Siebel Self Service Web site
Click the Create an account link in the Log In applet on the home page.
In the User Registration view that appears, enter the appropriate data in the form fields.
Review the terms and conditions for using the site, and select the check box at the end of the form to indicate that you agree with these terms and conditions.
You must agree to the usage terms to register on the site.
Click Register.
The home page appears again.
Updating User Profiles
When customers register on the Siebel Self Service Web site, they create user profiles that include their personal information (such as their names), their contact information (such as their phone numbers), and their passwords. They can update this information in their user profiles.
To update a user profile
Click the Side Menu icon on any page, and select My Profile.
Alternatively, you can click the UPDATE PROFILE link on the home page.
The User Profile view appears.
Click the pencil icon.
Change the appropriate fields in the form as necessary, and click the save icon.
If you do not want to update your profile, then click the back arrow icon.
The User Profile view appears again.
Click Change Password.
Enter data in the appropriate fields in the form, and click Save.
If you do not want to update your password, then click Cancel.
The User Profile view appears again.
Accessing the Siebel Self Service Web Site
To access the Siebel Self Service Web site, registered customers perform the following tasks:
Logging In to the Siebel Self Service Web Site
After customers register on the Siebel Self Service Web site, they can log in to the Web site to access additional functionality.
To log in to the Siebel Self Service Web site
Enter your user name and password in the Log In applet on the home page.
(Optional) Click the HTML5 Browser Compatibility link in the Log In applet to show your browser's compatibility with HTML5 features.
HTML5 is a core technology markup language of the Internet and is used to structure and present content on the Web. If an HTML5 feature is not compatible with your browser, then you can click the question mark icon to review more information about that feature and about the limitations that you might experience in the Siebel CRM application because of this incompatibility.
Click Log In.
The home page appears again.
Logging Out of the Siebel Self Service Web Site
If customers log in to the Siebel Self Service Web site, they can log out of the Web site after they finish using the available functionality.
To log out of the Siebel Self Service Web site
Click the Settings icon at the start of any page.
Click Logout.
The home page appears.
Obtaining a New Password
If registered customers forget their passwords, then they can obtain new passwords. Siebel Self Service automatically creates these new passwords, and customers can change these passwords after they use them log in to the Siebel Self Service Web site.
To obtain a new password
Click the Forgot Your Password? link in the Log In applet on the home page.
The Forgot Password form appears.
Enter information in the form, and click Submit.
The Challenge Question form appears.
Enter information in the form, and click Submit.
If your answer to the challenge question is correct, then a screen with a temporary password appears.
Note your temporary password, and click Close.
The home page appears again.
Obtaining Program Information on the Siebel Self Service Web Site
Both registered customers who enter a user name and password to access the Siebel Self Service Web site and anonymous customers who do not register on the Web site can obtain information about programs. To obtain information about programs, customers perform the following tasks:
Searching the Knowledge Database for Program Information
Customers can search the knowledge database for information about all programs. The knowledge database includes information about programs, news articles about programs, and frequently asked questions (FAQs) about programs. If customers want to search the knowledge database for information about a specific program, then they can review program information. For more information, see Reviewing Program Information.
To search the knowledge database for program information
Click the ASK A QUESTION link on the home page.
A search view appears.
If you know the ID of the document that you want to find, then complete the following steps:
In the text field, enter the ID of the document.
Click Search.
A dialog box showing the document content appears. You can close the dialog box after you review its contents.
If you do not know the ID of the document that you want to find, then complete the following steps:
In the text field, enter text about the subject for which you want information.
(Optional) Click the Specified Languages link, and select the check boxes for the languages of the documents that you want to appear in your search results.
Click Search.
Information that meets your search criteria appears in the Results applet. Values to further restrict the number of result records appear in the Filters applet. The Start Over link appears after the field in which you enter text about the subject of the search.
(Optional) If you want to further restrict the number of the result records, then click the links for the appropriate values in the Filters applet.
You can click the Clear icon to clear your selections.
(Optional) If you want to perform another search, then click the Start Over link, and repeat Step a through Step d
.Click the link for the title of the appropriate record in the Results applet.
A dialog box showing details about that record appears. You can close the dialog box after you review its contents.
Reviewing Program Information
Customers can review details about programs. These details might include descriptions of programs, requirements to qualify for programs, and procedures to apply for programs.
To review program information
In the Service Programs applet on the home page, complete one of the following steps:
If the program that you want to view appears in the applet, then click the link for the program to view information about the program.
A dialog box showing details about the program appears. You can close the dialog box after you review its contents.
If the program that you want to view does not appear in the applet, then click View More to find the program in the search view that appears.
For more information about finding programs in the search view that appears, see Searching the Knowledge Database for Program Information.
Reviewing News Articles
Customers can review news articles that can include information about programs.
To review news articles
In the News applet on the home page, complete one of the following steps:
If the news article that you want to view appears in the applet, then click the link for the article to view information about the article.
A dialog box showing details about the news article appears. You can close the dialog box after you review its contents.
If the news article that you want to view does not appear in the applet, then click View More to find the article in the search view that appears.
For more information about finding articles in the search view that appears, see Searching the Knowledge Database for Program Information.
Contacting the Web Site Host
Both registered customers who enter a user name and password to access the Siebel Self Service Web site and anonymous customers who do not register on the Web site can contact the Web site host. To contact the Web site host, customers perform the following tasks:
Finding Office Locations of the Web Site Host
Customers can access information about the offices of the Web site host. They use this information to communicate with the Web site host. A record for an office can include a postal address, a telephone number, and a fax number. Customers might want to find the offices that are close to an area, such as the area where they live, so that they can conveniently communicate with the people at these offices.
To find office locations of the Web site host
Click the Side Menu icon on any page, and select Locate Office.
Alternatively, you can click the LOCATE OFFICE link on the home page.
The Locate Office view appears.
Complete the appropriate fields in the form.
You do not have to enter values in all form fields.
Some fields are described in the following table.
Field Comments City
Type the city of the office location. If you enter value in this field, then you must enter a value in the State field.
State
Select the state of the office location. If you enter value in this field, then you must enter a value in the City field.
Zip Code
Type the zip code of the office location.
Country
Select the country of the office location.
Type
Select the type of office location.
Range
Select the range in miles between the office location and the location that the zip code designates.
Click Submit.
Records for the offices that meet your search criteria appear. If a map appears in the Locate Office view, then the map updates to reflect the information that you enter in the form.
Select the display mode of records for the offices as follows:
If you want the records to appear as tiles in a carousel, then click Card.
If you want the records to appear in a list, then click List.
Sending Email to the Web Site Host
Customers can use the Siebel Self Service Web site to send email to the Web site host.
To send an email to the Web site host
Click the Side Menu icon on any page, and select Contact Us.
Alternatively, you can click the CONTACT US link on the home page.
The Contact Us view appears.
Complete the fields in the email form.
Click Submit to send the email to the Web site host.
A message appears to indicate that the email was sent.
Click OK.
The home page appears.
Accessing Twitter on the Siebel Self Service Web Site
Both registered customers who enter a user name and password to access the Siebel Self Service Web site and anonymous customers who do not register on the Web site can access Twitter to discuss site content with other people.
In the Twitter applet on the home page, you can view the comments of other people. When you click the links in the Twitter applet, the Twitter Web site appears in a new browser window. If you have a Twitter account with a user name and password, then you enter these credentials in the new browser window. After entering your credentials, you can enter new comments, respond to comments, forward comments to other people, and designate comments as your favorite comments.
Developers can use client-side configuration that Twitter provides to hide the hashtag link and the Twitter icon at the start of the Twitter applet. For information about setting up the Twitter applet on the Siebel Self Service Web site, see Setting Up the Applet for Twitter.
To access Twitter on the Siebel Self Service Web site
Scroll down to the Twitter applet on the home page.
To enter a new comment that is not a response to an existing comment, click the hashtag link at the top of the Twitter applet.
To respond to an existing comment, hover your mouse over the comment, and click one of the following icons that appears:
Single arrow icon. Click this icon to reply to the comment.
Double arrow icon. Click this icon to forward the comment to other people.
Star icon. Click this icon to designate the comment as a favorite comment of yours.
(Optional) If you want to view the Twitter page of the person who is associated with a comment, then click the name of a person in the comment or the image in the comment.
(Optional) If you want to access the home page of the Twitter Web site, then click the Twitter icon in the top right corner of the Twitter applet.
Managing Service Requests on the Siebel Self Service Web Site
Only registered customers who enter a user name and password to access the Siebel Self Service Web site can manager service requests. To manage service requests, customers perform the following tasks:
Submitting Service Requests
Customers can submit service requests about issues that they encounter.
To submit a service request
Click the VIEW OR SUBMIT SERVICE REQUESTS link on the home page.
Alternatively, you can click the Side Menu icon on any page, and select Service Requests.
The Service Requests view appears.
Click the plus (+) icon.
A new record for the service request is created in the list of service requests.
Enter information in the fields of the new record for the service request.
Adding Attachments to Service Requests
Customers can add URLs and files to service requests to help communicate the issues in the service requests. Also, customer service representatives can use Siebel Call Center to associate attachments with service requests.
To add an attachment to a service request
If a record for the service request appears in the My Service Requests applet on the home page, then click the hyperlink in the SR number (#) field of the record.
Records for the service requests that are most recently submitted and updated appear in the My Service Requests applet.
If a record for the service request does not appear in the My Service Requests applet on the home, then complete the following steps:
Click the VIEW OR SUBMIT SERVICE REQUESTS link on the home page.
Alternatively, you can click the Side Menu icon on any page, and select Service Requests.
(Optional) Query to find a specific service request.
In the Service Requests view, click the hyperlink in the SR number (#) field for the service request to which you want to add an attachment.
The fields for the service request appear at the start of the page, followed by the applets for attachments, updates, and solutions for the service request.
Select the display mode of records in the Attachments applet as follows:
If you want the attachment records to appear as tiles in a carousel, then click Card.
If you want the attachment records to appear in a list, then click List.
To add a file attachment, complete the following steps:
In the Attachments applet, click Add File.
A dialog box appears.
Locate and select the file that you want to add to the service request, and then click Open.
The dialog box closes, and the file record appears in the Attachments applet.
(Optional) Enter a description of the attachment in the Comments field.
After the attachment is saved, you cannot change or delete it.
To add a URL attachment, complete the following steps:
In the Attachments applet, click Add URL.
The Add URL dialog box appears.
Enter the URL in the URL field, or copy and paste the URL from a Web page into the URL field, and then click Add.
The Add URL dialog box closes, and the URL record appears in the Attachments applet. You can click the hyperlink in the Attachment Name field to access the corresponding Web site.
(Optional) Enter a description of the attachment in the Comments field.
After the attachment is saved, you cannot change or delete it.
Adding Updates to Service Requests
After customers submit service requests, they can add updates to them. However, they cannot change their initial service requests. Also, customer service representatives can use Siebel Call Center to add updates to service requests.
To add an update to a service request
If a record for the service request appears in the My Service Requests applet on the home page, then click the hyperlink in the SR number (#) field of the record.
Records for the service requests that are most recently submitted and updated appear in the My Service Requests applet.
If a record for the service request does not appear in the My Service Requests applet on the home page, then complete the following steps:
Click the VIEW OR SUBMIT SERVICE REQUESTS link on the home page.
Alternatively, you can click the Side Menu icon on any page, and select Service Requests.
(Optional) Query to find a specific service request.
In the Service Requests view, click the hyperlink in the SR number (#) field for the service request that you want to update.
The fields for the service request appear at the start of the page, followed by the applets for attachments, updates, and solutions for the service request.
In the Updates applet, click the plus (+) icon.
A new record for the update is created in the list of updates.
Enter information in the fields of the new record for the update.
Viewing Solutions for Service Requests
Customers can view the solutions (relevant documents) that are associated with service requests. Customer service representatives can use Siebel Call Center to associate solutions with service requests.
To view the solutions for a service request
If a record for the service request appears in the My Service Requests applet on the home page, then click the hyperlink in the SR number (#) field of the record.
Records for the service requests that are most recently submitted and updated appear in the My Service Requests applet.
If a record for the service request does not appear in the My Service Requests applet on the home, then complete the following steps:
Click the VIEW OR SUBMIT SERVICE REQUESTS link on the home page.
Alternatively, you can click the Side Menu icon on any page, and select Service Requests.
- (Optional) Query to find a specific service request.
In the Service Requests view, click the hyperlink in the SR number (#) field for the service request for which you want to view solutions.
The fields for the service request appear at the start of the page, followed by the applets for attachments, updates, and solutions for the service request.
In the Solutions applet, review the solutions that are associated with the service request.
To view more information about a solution, click the hyperlink in the Name field of the solution record.