Scenario for Setting Up Assets in Siebel Communications

This topic gives one example of how asset setup might be used. You might use asset setup differently, depending on your business model.

A CSR processes an order for a telecommunications service, which creates an asset for the root service and each component. The customer requests a backup order, for which the CSR creates an asset. The CSR associates the backup asset with the customer’s service as a related asset.

At a later time, the customer calls to report a product failure. Noticing that the service has components, the CSR views their details to identify the failed component.

The CSR reviews the history of services for the asset and sees nothing out of the ordinary. The CSR creates a service request for the problem and associates it with the asset component.

A few weeks later, the customer calls again with a suggestion for improving the service. The CSR enters a change request and associates it with the customer’s asset.

For another customer, the billing application shows an exception (usage data beyond the normal range). This alerts the CSR, who contacts the customer to verify the usage before determining if the service should be suspended.

The following image summarizes the sequence of steps an end user might use to manage asset information in Siebel Communications. The steps are as follows:

• Establish a service for a customer.

• Create an asset.

• Associate a related asset.

• View assets in the Explorer.

• View asset components.

• Associate a service request.

• Associate a change request.