Assigning Service Requests

Your company’s service requests are listed in the Siebel PRM Manager and other Siebel Business Applications in the All Service Requests view of the Service screen. As they are received, each request is assigned to the appropriate service agent. After the service agents resolve service requests, they change their status to Closed.

You can assign service requests in two ways:

• Assignment Manager. You can set up Siebel Assignment Manager to assign service requests to the appropriate service agent at your company using criteria such as expertise, availability, and workload.

• Manual assignment. Service requests logged by the partner are displayed in the All Service Requests view in the Siebel PRM Manager. An employee at the brand owner company with access to this view can assign the service requests manually to the appropriate service agent.

For more information about Siebel Assignment Manager, see Siebel Assignment Manager Administration Guide. For more information about working with service requests, see Siebel Applications Administration Guide.