Scenario for Using Contacts in Siebel Communications

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

A call center agent receives a call from a customer with a service problem. The agent verifies that the caller is already registered as a contact by using a query on the contact’s name. The agent adds information to the customer’s contact profile and provides the needed service by creating a trouble ticket without leaving the Contacts screen. The agent then logs the activity. During the call, the customer states an interest in purchasing a particular product, so the agent associates an opportunity with the contact. After the call, the agent sends a follow-up email to the customer to verify that the action was taken.

The following image shows the sequence of procedures that an end user might follow to manage contacts. The steps in the sequence are as follows:

• Add or verify contact.

• Modify contact profile.

• Create trouble ticket.

• Log activity.

• Associate opportunity with contact.

• Send email to contact.