Managing Service Requests

This chapter describes the management of service requests. It includes the following topics:

About Managing Service Requests

A service request in Siebel Finance acts as a container for a customer request or an account service. Entering a service request in Siebel Finance can create an extract file. You can use the extract file to transmit data to legacy systems.

Caution: This chapter assumes you have renamed Siebel Account objects to Companies. By default, Siebel Finance installs using the term Accounts. For more information on renaming Siebel Account objects, see Siebel Database Upgrade Guide.

Administrators use these procedures to change a company address, contact address, or contact name. End users use the Service Requests screen to view and update existing requests and create new requests. Based on the requirements of the individual making a request, users can create service requests for companies or customers. After identifying the caller and understanding the nature of the request, the agent takes action to complete the request. Service Requests provide status and substatus information about the request, which closes the loop of the customer service process.

You can save time and reduce keystrokes by using a workflow to automate steps that are repeatedly performed by end users. For example, you can use a workflow to handle all exception processing at a financial institution. If an exception is generated by a call center or a relationship manager, you can route this exception automatically to the administrator for handling. For more information, see Siebel Business Process Framework: Workflow Guide.

Scenarios for Managing Service Requests

These scenarios feature sample tasks performed by a financial institution’s call center agents, relationship managers, and application administrators. Your organization might follow a different workflow according to its business requirements.

Call Center Agent Creates a Service Request

A customer calls a financial institution’s call center and is routed to a call center agent. As the call center agent is talking with the customer, she finds out that the customer wants to get a copy of a specific account statement for one of his accounts. The call center agent talks with the customer and gets his first name and last name. The agent also authenticates the customer with information such as his social security number or his mother’s maiden name. After authenticating the caller, the call center agent creates the appropriate service request.

Relationship Manager Creates a Service Request

Siebel Finance allows financial institutions’ relationship managers to have an overall view of every aspect of their relationship with the customer. This scenario illustrates how a relationship manager can assist a customer to address any type of customer concern.

A customer calls his relationship manager regarding some issues with his account. The relationship manager gets his first and last name. The customer has indicated that he has a number of issues that must be resolved with the account. The customer requests that the relationship manager review the status of each request and enter a new request. After authenticating the customer, the relationship manager reviews the existing service requests with the customer and updates the necessary information in the service requests.

Application Administrator Changes a Company Name

A client notifies her bank that her company name is changing. The organization allows only Siebel administrators to make name changes in Siebel Finance. The organization’s policy states that the representative taking the request must submit a service request for a name change. In addition, the appropriate person might need to get permissions or signatures from the client’s company to send to the Siebel administrator in order to confirm this change. The submitted service request could be automatically sent to the Siebel administrator using a business service set up by the institution. The administrator then determines whether the name change is approved and updates either Siebel Finance or another computer system that feeds data to Siebel Finance.

Process of Managing Service Requests

This topic details sample tasks often performed by administrators and end-users when managing service requests. Your company might follow a different process according to its business requirements.

Caution: All Siebel Finance calculators described in this guide provide results intended for comparison purposes only; the accuracy of the results is not guaranteed. Differences from the expected results might be due to rounding or the mathematical formula used. Modifying the formula can only be done by someone with the appropriate responsibilities, such as the Siebel administrator.

Administrator Procedures

The following list shows tasks administrators typically perform to manage service requests:

End-User Procedures

The following list shows tasks end users typically perform when managing service requests:

Changing a Company Address or Name

The following procedure describes how to change a company address or name.

To change a company address or name

Navigate to the Companies screen, and then the Companies List view.
In the Companies list, select a company.
In the Company form, update the company information as needed.

Changing a Customer Address or Name

The following procedure describes how to change a customer address or name.

To change a customer address or name

Navigate to the Contacts screen, and then the Contacts List view.
In the Contacts list, select a contact.
In the Contacts form, update the contact’s information as needed.

Creating Service Requests (End User)

There are several ways to create a new service request. Typically, service requests are created from the Service screen, Contacts screen, Companies screen, or Financial Accounts screen.

One of the easiest ways to create a service request is within the Financial Accounts screen using the GO button. Using the GO button, end users can choose from a predefined list of service requests for a given account type. After selecting the GO button, a user is automatically navigated to the view in the Service screen to handle that type of request. The contact and account are automatically associated with the new service request. For more information on creating a service request using the GO button, see Managing Financial Accounts.

The Service screen allows end users to initiate a service request to change customer address and name information so that this information can be updated in their organization’s database.

To create a service request from the Contacts screen

Navigate to the Contacts screen, and then the Contacts List view.
In the Contacts list, drill down on the contact for which you want to create a service request.
Click the Service Requests view tab.
In the Service Requests list, add a record and complete the necessary fields.

For more information about service requests, see Siebel Applications Administration Guide.

Requesting Account Service in Service Requests (End User)

The Account Services view tab in the Service screen allows end users to create service requests that are related to an organization’s service. Available account services are described in the following table.

Account Service	Description
Add Payment Schedule	Creates a customer’s payment schedule.
Auto Payment / Saver	Associates an auto payment request with a service request.
Bank Check	Requests a replace credit card or an additional card.
Bill Pay Sign Up	Creates or changes a customer’s bill pay service with a service request.
Card Services	Requests issuance of a bank check to a specified payee and his/her address.
Check Copy Request	Requests a copy of a check.
Check Order	Orders additional checks.
Close Account	Closes the specified account.
Extension	Records a one-time short extension under an existing contract. Typically, extensions are granted for up to six-months and no new paperwork is required.
Extra Payment	Changes a customer’s monthly payment schedule or amount. You can use the Service Request Extra Payment view to record the new monthly payment and provide the customer with updated loan information, such as the new term and interest saved.
Funds Transfer	Requests a funds transfer.
Interest/Fee Reversal	Reverses an interest payment or fee.
Line Increases	Increases a customer’s credit line or cash limit.
Lost/Stolen Information	Records information regarding lost or stolen items, such as credit cards.
Lump Sum	Records a lump sum transaction and provides a customer with new monthly terms. This feature allows customers to: Reduce the amount of their monthly payment, while maintaining the same terms, or Continue paying the same monthly payment while reducing their terms
Modify Payment Schedule	Modifies a customer’s payment schedule.
New Assumption	Records a new assumption if a lease gets traded to a new party, and this party assumes the future payments of the lease.
Payment Inquiry	Records information for customers who claim to have made a credit card payment, but the payment has not shown up on their statement.
Payment Promise	Records customer payment promises during a collection call or campaign.
Payoff	Records a payoff of the lease.
Payoff Status	Records a payoff transaction and provides customers with their payoff amounts.
POS Support	Handles merchant requests related to credit card point of sales (POS) equipment such as terminal repairs, paper orders, and order signage.
Quick Pay	Records check transactions as if the customer had sent the check in as a payment. Customers can provide check information, such as the ABA number, check number, and amount, to expedite a monthly payment.
Re-lease	Records the re-lease of the vehicle to the customer.
Redeem Points	Records information for customers who want to redeem points.
Refinance	Records the refinance request.
Statement Copy	Orders a statement copy for customers.
Stop Payment	Stops a payment.
Title Move	Records moving the title from one party to another.
Transaction Dispute	Creates a record of a customer dispute. End users can associate disputes with notes and attachments.
Wire Transfer	Provides wire transfer information if applicable.

To request an account service using a service request

Navigate to the Service screen, and then the Service Request List view.
Create a new record and drill down on the SR #.
In the Service Request Detail form complete the necessary fields.
Click the Account Services view tab.
From the view link bar, select an account service.
For a description of the service types, see the previous table.

Note: In the Account Services list, the following views have additional drop-down lists: Check Copy Request, Extra Payment, Fee Reversal, Payoff Status, Quick Pay, Statement Copy, and Stop Payment. From the values in these drop-down lists, end users can choose to display the list or the more detailed form in which they can enter an account service request.

Changing Company Address or Name Information (End User)

If users are:

Allowed to change company-wide address and name information, they can update the appropriate information in the Service screen. After the information is captured in Siebel Finance, users can use this information to update existing host systems. For more information about updating company information, see Managing Companies.
Not allowed to change company-wide address and name information, they can use the Company Address Maintenance view and the Company Name Information Change view to send service requests to administrators responsible for updating the information.

To submit a service request to change a company’s name or address

Navigate to the Service screen, and then the Service Request List view.
In the Service Requests list, add a record, and drill down on the SR #.
In the Service Request form, complete the necessary fields.

Select one of the following options described in the following table.

To...	Click...
Update the company name.	The Company Name Information Change view tab.
Update the company address.	The Company Address Maintenance view tab.

Changing Customer Address or Personal Information (End User)

If end users are:

Allowed to change company-wide address and name information, they can update the appropriate information in the Service screen. After the information is captured in Siebel Finance, users can use this information to update their company’s host systems.
Not allowed to change company-wide address and name information, they can use the Customer Address Maintenance and Personal Information Change views to send service requests to administrators responsible for updating the information.

To submit a service request to change a customer’s address or personal information

Navigate to the Service screen, and then the Service Request List view.
In the Service Requests list, add a record and drill down on the SR #.
In the Service Request form, complete the necessary fields.

Select one of the following options described in the following table.

To...	Click...
Update the customer’s address.	The Customer Address Maintenance view tab.
Update the customer’s personal information.	The Personal Information Change view tab.

Recording Customer Appeals or Grievances (End User)

End users can record customer complaints.

To record a new customer complaint

Navigate to the Service screen, and then the Service Request List view.
In the Service Requests list, add a record and drill down on the SR #.
In the Service Request form, complete the necessary fields.
Click the Appeals & Grievances view tab.
In the Complaint Detail form, complete the necessary fields.