Service Requests and Solutions

This chapter describes how service center employees process service calls from customers, set up service requests, and attempt to find immediate solutions. It includes the following topics:

• About Service Requests

• About the Process Flow for Service Requests

• Service Request Charts

• About Solutions

• About Answers

• About Siebel Audit Trail

• Process of Administering Service Requests

• Process of Administering Solutions

• Process of Managing Service Requests

• Process of Managing Solutions

• Process of Managing Answers