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Module 3: Using the Siebel Client

Lab 3-1 Navigating the User Interface (UI)


Goals To practice navigating in Siebel Call Center. You will navigate between screens and views while using the various features available in the Siebel UI. You are Casey Cheng a call center representative at !"C Co#pany. !t the beginning of your shift you review infor#ation related to service re$uests contacts and accounts to help you prepare for your day%s wor&. '( #inutes

Scenario

Time

Instructions:
1. Log in to Siebel Call Center. a. Select Start > Programs > Siebel Web Client 7.7 > Siebel Call Center - ENU. b. In the login screen, enter these val es!
User I) *assword Connect to !"NG !"NG Sam#le

c. Clic" OK. #. Wait ntil the a$$lication has com$letel% loa#e# be&ore contin ing on to the ne't ste$. ()int! When the a$$lication is loa#e#, %o *ill see messages scrolling on the bottom o& the screen.+ ,. -o revie* service re. est in&ormation, clic" the Service screen tab. e. Clic" the My Open Service Requests lin" on the Service /e. ests )ome$age. &. Clic" the lin" &or S/0 1-1826242 (it sho l# be the &irst S/ liste#+. 1. /evie* the service re. est #etails. I& necessar%, clic" the Show More b tton in the $$er-right corner o& the Service /e. est &orm to see all available &iel#s. g. What is the Wor" Phone 02 h. What is the service re. est 3rea2 i. What is the c stomer4s service Entitlement2 5. What is the Part 02 ". What is the 6rgani7ation2
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Module 3: Using the Siebel Client

8. With S/0 1-19,:,8, still selecte#, clic" the Audit Trai vie* tab belo* the Service /e. est &orm to navigate to the 3 #it -rail vie*. l. Select ;en > /ecor# Co nt. m. )o* man% 3 #it -rail recor#s are associate# *ith this service re. est2 <. Clic" the !ontacts screen tab to navigate to the Contacts screen. :. Clic" the "ew b tton in the Contacts list or &orm to enter ne* contact in&ormation. n. Enter the &ollo*ing in&ormation &or the ne* contact!
+ast ,a#e -irst ,a#e Mr.Ms /or& *hone 0 1ob Title %atthe.s /ane %s0 112-333-2222 'ccount "4ecutive

o. In the 3cco nt Name &iel#, clic" the Se ect b tton (or se the =, "e% on the "e%boar#+. i. =rom the 3cco nts *in#o*, search &or the P.-. >ec"er acco nt b% scrolling thro gh the 3vailable recor#s list on the le&t or b% t%$ing # in the Starting *ith &iel# in the $$erright corner an# clic"ing $o. ii. Select the #%T% &ec'er recor#. iii. Clic" the Add b tton to a## the recor# to the Selecte# *in#o* on the right. iv. Clic" OK. $. )o* has the ne* contact recor# change#2 7. Clic" the Accounts screen tab to navigate to the 3cco nts screen. 9. Select A Accounts &rom the ?isibilit% =ilter #ro$-#o*n list in the $$er-le&t corner o& the list. @. Sort the acco nts b% 3cco nt Name, in ascen#ing or#er. .. Clic" the Account "a(e col mn hea#er to sort the recor#s.

1A. /evie* o$$ort nities &or the 3-B- acco nt. r. Locate the 3-B- acco nt an# select it b% clic"ing the AT)T acco nt name h%$er lin". s. Navigate to the relate# o$$ort nities b% clic"ing the Opportunities vie* tab belo* the 3cco nt &orm. t. )o* man% o$$ort nities e'ist &or this acco nt2 . Crill #o*n on the o$$ort nit% name# *nterprise A+ree(ent , AT)T. What #oes this vie* sho*2

v. Which vie* tab is selecte# belo* the 6$$ort nit% &orm2


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Module 3: Using the Siebel Client

*. )o* man% contacts are associate# *ith this o$$ort nit%2 '. Crill #o*n on the last name !ornin+. -o *hat vie* #oes this navigate2

%. What in&ormation is no* visible in the threa# bar2

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Module 3: Using the Siebel Client

Solutions 3-1 Navigating the User Interface


'ns.ers:
1.a.What is the Wor" Phone 02 (408) 477-2006 1.b. What is the service re. est 3rea2 Usage

1.c What is the c stomer4s service-level Entitlement2 Platinum Service Coverage (Hint: Place the cursor in the ntitlement !iel" an" use the right arro# $e% to move the cursor to the right to see all the te&t') 1.#. What is the Part 02 701-PCS-RDR-768

1.e What is the 6rgani7ation2 PCS (mericas 8.b. )o* man% 3 #it -rail recor#s are associate# *ith this service re. est2 )0

:.c.)o* has the ne* contact recor# change2 *he account name an" a""ress !iel"s are automaticall% +o+ulate"' 1A.c. 1A.#. )o* man% o$$ort nities e'ist &or this acco nt2 , Crill #o*n on the o$$ort nit% calle# *nterprise A+ree(ent , AT)T. What #oes this vie* sho*2 *he contacts associate" #ith the nter+rise (greement - (*.* o++ortunit% Which vie* tab is selecte# belo* the 6$$ort nit% &orm2 Contacts )o* man% contacts are associate# *ith this o$$ort nit%2 6 Crill #o*n on the last name !ornin+. What vie* #oes this navigate to2 /avigates to the (ctivit% vie# What in&ormation is no* visible in the threa# bar2 (ccount: (*.* 0 1++ortunit%: nter+rise (greement - (*.* - 0 Contact:
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1A.e. 1A.&. 1A.g. 1A.h.

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