Adding Company Service Requests (End User)

A service request is a request from a company for information or assistance with a problem related to purchased products or services. When a customer calls about an existing service request, end users can find the service request and give status information to the caller in several ways. They can:

• Review the service request information

• Create an activity to record the customer’s call

• Update the service request with additional information from the customer

• Resolve the service request

• Assign the service request

• Transfer the caller to another service representative

If a call requires that an end user create a new service request, she can create one. Siebel Insurance automatically assigns a unique service request (SR) number to track the new service request throughout Siebel CRM.

To add a service request associated with a company

1. Navigate to the Companies screen, then the Companies List view.

2. From the Show drop-down list, select All Companies.

3. In the Companies list, drill down on the desired company.

4. Click the Service Requests view tab, create a new record, and complete the necessary fields.

   The application automatically assigns a service request number (SR#).