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Scenario
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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 $$er-right corner o& the Service /e. est &orm to see all available &iel#s. g. What is the Wor" Phone 02 h. What is the service re. est 3rea2 i. What is the c stomer4s service Entitlement2 5. What is the Part 02 ". What is the 6rgani7ation2
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8. With S/0 1-19,:,8, still selecte#, clic" the Audit Trai vie* tab belo* the Service /e. est &orm to navigate to the 3 #it -rail vie*. l. Select ;en > /ecor# Co nt. m. )o* man% 3 #it -rail recor#s are associate# *ith this service re. est2 <. Clic" the !ontacts screen tab to navigate to the Contacts screen. :. Clic" the "ew b tton in the Contacts list or &orm to enter ne* contact in&ormation. n. Enter the &ollo*ing in&ormation &or the ne* contact!
+ast ,a#e -irst ,a#e Mr.Ms /or& *hone 0 1ob Title %atthe.s /ane %s0 112-333-2222 'ccount "4ecutive
o. In the 3cco nt Name &iel#, clic" the Se ect b tton (or se the =, "e% on the "e%boar#+. i. =rom the 3cco nts *in#o*, search &or the P.-. >ec"er acco nt b% scrolling thro gh the 3vailable recor#s list on the le&t or b% t%$ing # in the Starting *ith &iel# in the $$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$$ort nit% name# *nterprise A+ree(ent , AT)T. What #oes this vie* sho*2
*. )o* man% contacts are associate# *ith this o$$ort nit%2 '. Crill #o*n on the last name !ornin+. -o *hat vie* #oes this navigate2
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:
Essentials (Siebel 7.7) $%&'N( Siebel Systems, Inc.