Scenario that Resolves Service Requests

The scenario in this topic describes how a Workflow Process can automate a business process. In this scenario, a service manager for a high volume service agency thinks the organization cannot resolve customer issues in a timely manner. To improve how the organization tracks and manages service requests, the service manager decides to use a Workflow Process that automates the service request management process.

The goal is to meet a Service Level Agreement commitment that makes sure the organization resolves new service requests (SRs) within a specific amount of time. The service manager requires Siebel CRM to assign SRs according to the representative who is available and who possesses the skills that are required to resolve the SR. If the SR requires immediate attention, then Siebel CRM must notify the SR owner.

The developer uses the Workflow Process Designer to define the business process that Siebel CRM uses when a user creates a new service request. The following figure shows an example of the Workflow Process. It includes the steps that Siebel CRM uses if a new service request is received by the the organization.

The following table describes each step, as shown in this figure, that the new service request scenario uses. The following summarizes the flow in the New Service Request Workflow Process:

• If a user creates an SR, then Siebel CRM starts the Workflow Process.

• It calls the Siebel Assignment Manager to assign the SR to the service representative who is available and who possesses the skills required to resolve the SR.

• According to the SR severity, the Workflow Process can use the Siebel Communications Server to send an email message that notifies the representative.

• Automating this process helps the company achieve faster turnaround time to resolve SRs and to meet service commitments.

Step Name	Step Type	Description
Start	Start	Every Workflow Process includes a start step that it uses to start the Workflow Process.
Open SR	Branch Connector	The connector that emanates from the start step defines the condition that starts this Workflow Process.
Assign Service Request	Sub Process	Siebel CRM assigns the service request to the appropriate service representative, according to assignment rules that the sub process runs.
Severity?	Decision Step	The decision step uses the service request severity to determine the next step to run: Critical, High, or Medium.
Send Email	Business Service	If the service request priority is critical, then the business service step sends an email to the assigned service representative.
Set Priority to High	Siebel Operation	The Set Priority to High step sets the service request priority to High.
Assign Substatus	Siebel Operation	The Assign Substatus step sets the substatus to Assigned.
Email Error	Error Exception Connector	If Siebel CRM cannot deliver the email or if the Send Email business service step returns some other error, then the Workflow Process runs an error exception.
Generate Error Activity	Siebel Operation	If an error occurs, then the Generate Error Activity step creates an activity that manages this error.
Set Priority Very High then Dispatch	Siebel Operation	The Set Priority Very High then Dispatch step sets the service request priority to Very High and the substatus to Dispatch.
End	End	The Workflow Process ends.