Scenario for Setting Up Premises in Siebel Communications

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

A customer calls your company to set up telephone service at a new house. The customer service representative (CSR) who accepts the call creates an account for the customer and orders the service and service point (phone jack). The ordering process initiates an activity that directs field service engineers to the site. The field service engineers then connect the house to the telephone network, creating a service point for the phone jack.

A field service operations manager changes the status of the account address record to a premises in Siebel Communications. She also associates the service point with the premises. In addition, she enters some information related to the premises as a note and then associates an electronic file, which contains a hookup wiring schematic, with the premises. Finally, the field service operations manager creates an activity to notify the network planning department that the local network needs maintenance.

Six months after the occupant moves in to the house, she calls to report static on the telephone line. The CSR who accepts the call first verifies the caller and the caller’s location. Before creating a service request, he views general information about the premises and looks to see if there are any existing service requests associated with the premises. The CSR notes that static has been reported several times before and creates a service request documenting the repeated problem.

The following image shows the sequence of procedures that might be used to set up a residential premises. The steps in the procedure are as follows:

1. A customer calls to set up new telephone service at a residence.

2. Customer Service Representative:

   • Creates a customer account.

   • Creates an order for telephone service.

3. Field Service Engineer:

   • Connects the customer to the network.

4. Field Service Operations Manager:

   • Changes the account address to premise and adds data.

   • Associates a note.

   • Associates an attachment.

   • Associates an activity.

The following image shows the sequence of procedures that might be used to maintain a residential premises. The steps in the procedure are as follows:

1. Customer calls to a report a problem.

2. Customer Service Representative reviews service requests for previous resident.

3. CSR creates a service request and associates it with premises.