14Managing Service Requests
Managing Service Requests
This chapter provides information about standard Siebel Automotive functionality for service request management that application administrators and end users can use to manage service requests in their daily job roles. It consists of the following topics:
About Service Requests
A service request is a customer request for information about or assistance with products or services bought from a company. Service request records track customer requests and accompanying responses and are the central data object for managing potentially complex service issues to rapid, consistent, and correct resolution.
Service requests permit end users to create, assign, and manage customer service issues. They provide quick access to the customer’s assets, profile, open issues, related product issues, and service agreement information. Each service request can include short and extended descriptions of the problem, problem categories, levels of severity and priority, and status tracking with the opening and closing date and time. Each service request can also include many important details such as related activities, related attachments, and relevant solutions.
About Service Request Channels
Depending on how an organization is structured, representatives can receive a service request through many different channels. These channels may include:
Direct telephone calls, often routed to the representative through an Automated Call Distributor (ACD)
Email requests
Internet requests logged automatically by customers over the Internet
Customers walking into a service center
For new service issues, it is necessary to enter a service request directly from the Service screen.
Scenario for Working with Automotive Service Requests
A customer calls a call center to report a vehicle that does not release its emergency brake. The service representative opens a new service request, enters the customer and product information, and records the customer’s description of the problem. The application associates key information with the service request, which gives the representative access to the customer’s profile.
The service representative assigns the service request to a dealer, who works to fix the request.
Process of Working with Service Requests
Service requests vary in difficulty, type of resolution, and impact on the organization. The typical service request cycle involves initiating a service request, resolving the customer service issue, and then tracking and analyzing the requests for process improvements which can benefit the organization by avoiding or quickening the resolution of future service issues.
To work with service requests, end users perform the following tasks.
Automotive Captive Finance Service Request Types
There are many different account service request types available for automotive captive finance companies. For details, see the Account Services topic on service requests in the Siebel Finance Guide.
Creating a Service Request
Use this procedure to create a service request.
This task is a step in Process of Working with Service Requests.
To create a service request
Navigate to the Service Requests screen, then the Service Requests List view.
From the visibility filter, select My Service Requests.
In the Service Request form, create a new record.
In the Type field, select Asset Finance.
In the Area field, select the type of service request.
Complete the fields as necessary.
Note: Information about the service request can also be entered on the More Info form.
Assigning the Service Request
This topic discusses the three ways to assign a service request and the circumstances under which each would be appropriate.
This task is a step in Process of Working with Service Requests.
Assigning the Service Request Manually
Use this procedure to assign a service request to a representative after the details have been entered, and it has been determined that the issue cannot be resolved by the receiving representative. Service requests can be assigned to a dealer or a service center.
To assign a service request manually
Navigate to the Service Requests screen, then the Service Requests List view.
From the visibility filter, select All Service Requests.
Select a SR # record.
In the Sub Status field, select Assigned.
In the Owner field, select the person to whom you want to assign the request.
Using Assignment Manager to Assign Service Requests
This method of assigning service requests requires a representative to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability.
To assign a service request using Assignment Manager
Navigate to the Service Requests screen, then the Service Requests List view.
From the visibility filter, select All Service Requests.
Select a SR # record.
In the lower form applet, click Menu, and select Assign.
Note: The application automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If presented with a list of eligible assignees, select one and close the assignment window.
Assigning Service Requests Using Dealer Assignment
Use this procedure to automatically assign a service request to a dealer or set up an appointment time with a dealer to deal with a service request.
To use Dealer Assignment to assign service requests
Navigate to the Service Requests screen, then the Service Requests List view.
Drill down on the SR # field link for a selected service request record.
Click the Dealer Assignment view tab and perform actions appropriate for your situation, as described in the following table:
To... Then... Assign the service request
Select one of the following options from the Automatically Assign Service Request to a Dealer drop-down list:
Preferred Service Dealer
Selling Dealer
Note: For a service request to be assigned to either of the two values, they should have been set for the vehicle.For more information about setting values for a vehicle, see Editing a Vehicle Record.
Manually pick the dealer to assign this service request
Select the dealer from the Pick a Dealer field.
Set an appointment
Create a new record in the Appointment Time form and enter the time and date of the appointment.
Providing Details of Services to Be Performed
Use this procedure to view, edit, create, and delete record details of services to be performed for this service request.
This task is a step in Process of Working with Service Requests.
To provide details of services to be performed
Navigate to the Service Requests screen, then the Service Requests List view.
Drill down on the SR # field link for a selected service request record.
Click the Services To Be Performed view tab.
In the Services To Be Performed list, add, edit, or delete records.
Note: The options in the Service Type drop-down list depend on what you select in the Category drop-down list.
Researching and Resolving a Service Request
Use this procedure to resolve an open service request based on solutions that exist in the application. In this case, the appropriate solution is attached to the service request for reference and is used by other representatives in resolving similar service issues in the future.
This task is a step in Process of Working with Service Requests.
To research and resolve a service request
Navigate to the Service Requests screen, then the Service Requests List view.
Drill down on the SR # field link for a selected service request record that you want to resolve.
To view related service requests, click the Related SRs view tab to see if the problem has been solved before.
If... Then... You find a relevant service request
Use Attach to attach it to the current service request.
A solution is still needed
Perform a full knowledge search and attach any relevant solutions to the current service request.
Note: You can also view additional information on the Decisions Issues tab.From the Status field drop-down list, select Closed.
Note: When selecting Closed, the application automatically sets the Sub Status field to Resolved and populates the current date and time in the Closed field.