Call Cent

SIEBEL CALL CENTER
USER GUIDE
eBUSINESS APPLICATIONS
VERSION 7.0
10PA1-CC00-07000
SEPTEMBER 2001
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright © 2001 Siebel Systems, Inc.
All rights reserved.
Printed in the United States of America
No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including
but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written
permission of Siebel Systems, Inc.
The full text search capabilities of Siebel eBusiness Applications include technology used under license from
Fulcrum Technologies, Inc. and are the copyright of Fulcrum Technologies, Inc. and/or its licensors.
Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein
are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions.
Other product names, designations, logos, and symbols may be trademarks or registered trademarks of their
respective owners.
U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered
subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer
software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software
Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and
Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All
other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S.
Government shall be subject to the applicable Siebel license agreement and the restrictions contained in
subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or
FAR 52.227-14, Rights in Data—General, including Alternate III (June 1987), as applicable. Contractor/licensor
is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404.
Proprietary Information
Siebel Systems, Inc. considers information included in this documentation and
in Siebel eBusiness Applications Online Help to be Confidential Information.
Your access to and use of this Confidential Information are subject to the terms
and conditions of: (1) the applicable Siebel Systems software license
agreement, which has been executed and with which you agree to comply; and
(2) the proprietary and restricted rights notices included in this documentation.
Contents
Introduction
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-4
PART 1. Managing and Finding Information
Chapter 1. Overview
Call Center and Support Organization . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Home Page Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Communications Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Message Broadcasting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
Customer Dashboard Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Using Quick Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Search Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Performing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Working with Result Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
PART 2. Working with Customer Information
Chapter 2. Accounts
Accounts Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Creating an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Adding Contacts to an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
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Contents
Chapter 3. Contacts
Contacts Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Verifying a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Profiling a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Profile View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Entering Call Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Chapter 4. Households
Households Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Households . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding a Household . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding Household Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Household Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Household Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
Attachments, Notes, Opportunities, Service Requests,
Agreements, and Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8
PART 3. Resolving Service Issues
Chapter 5. Service Requests

Service Request Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Service Request Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Managing Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Customer Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Initiating a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Identifying the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
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Contents
Creating a New Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

Verifying Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Providing Service Request Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Assigning the Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Manual Assignment Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Assigning with Assignment Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10
Associating Activities to a Service Request . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Resolving a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Closing a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Chapter 6. Solutions and Resolution Searching

Solutions Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Searching for Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Associating a Solution with a Service Request . . . . . . . . . . . . . . . . . . . . . 6-5
Using the Search Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adding Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Adding Additional Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9
Chapter 7. Activities
Activities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Activity Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Researching an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
Adding an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Assigning an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
Activity Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
Version 7.0 Siebel Call Center User Guide v

Contents
Chapter 8. RMA’s and Service Orders

RMA and Service Orders Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Processing a Return . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Generating an Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Adding Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Completing the Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
Approving an RMA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
Chapter 9. Quality and Change Requests

Quality Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2
Associating a Change Request with a Service Request . . . . . . . . . . . . . . 9-4
Managing Changing Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
Adding a Change Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
Associating Activities with a Change Request . . . . . . . . . . . . . . . . . . . . . . 9-6
Associating Attachments with a Change Request . . . . . . . . . . . . . . . . . . . 9-7
Chapter 10. eMail Response

Email Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Setting Spell Check Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-2
Replying to an Incoming Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-4
Adding Attachments and Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-5
Adding a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-6
Associating Service Requests and Opportunities . . . . . . . . . . . . . . . . . . . .10-7
vi Siebel Call Center User Guide Version 7.0

Contents
PART 4. Executing Campaigns
Chapter 11. Campaigns and SmartScripts

Campaigns Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2
Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3
Conducting Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4
SmartScripts Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Additional Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Campaign Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6
Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8
Tracking Script Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9
Generating Responses from Campaigns . . . . . . . . . . . . . . . . . . . . . . . 11-10
Responses View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-11
Promoting a Response to an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . 11-12
Confirming the Response was Promoted . . . . . . . . . . . . . . . . . . . . . . . . 11-12
Response Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-13
Chapter 12. Opportunities

Opportunities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2
Generating an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-4
Associating Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-5
Associating Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-6
Decision Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-7
Decision Issue Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-7
Identifying and Associating Competitors . . . . . . . . . . . . . . . . . . . . . . . . .12-8
Assessing an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-9
Creating an Opportunity Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-9
Evaluating the Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-10
Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-11
Key Features and Product Image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-11
Product Comparisons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-12
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Contents
Appendix A. Views
Most Commonly Used Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
Index
vii i Siebel Call Center User Guide Version 7.0

Introduction
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-4
Version 7.0 Siebel Call Center User Guide I n tr o - 1

Introduction
Additional Documentation
Additional Documentation Intro
The product documentation set for Siebel eBusiness Applications is provided on the
Bookshelf CD-ROM. For general information about Siebel product documentation,
see the Bookshelf home page, Documentation Roadmap, and Guide to Siebel
Documentation.
Siebel Systems, Inc., reserves the right to modify the documentation for Siebel
eBusiness Applications at any time. For updates to Siebel documentation, go to the
SupportWeb site (http://ebusiness.siebel.com/supportweb/).
If you want to order additional Siebel documentation and copies of the Bookshelf
CD-ROM, go to Books Online at http://ebusiness.siebel.com/booksonline.
To access both SupportWeb and Books Online, you will need to provide the user
name and password you received from Siebel Support Services
(support@siebel.com).
In t ro - 2 Siebel Call Center User Guide Version 7.0

Introduction
What’s New in This Release
What’s New in This Release Intro
For a list of features new in this release, see the “What’s New” books included on
the Bookshelf CD-ROM. Your Siebel implementation may not have all the features
described in those guides, depending on which software modules you have
purchased.
It is strongly recommended that you read Fundamentals so that you can make
optimal use of your Siebel application, especially if you are new to Siebel software.
Version 7.0 Siebel Call Center User Guide I n tr o - 3

Introduction
Siebel Systems Welcomes Your Comments
Siebel Systems Welcomes Your Comments Intro
To help us improve our products, we want to know about any corrections or

clarifications to this guide that you would find useful. Please include in your
message:
■ The title and version of the guide (very important)
■ The name and version number of the Siebel eBusiness Application you are using
■ Your name, job title or functional area, company name, phone number, and
email address
Contact us through regular mail or email at:
Siebel Systems, Inc.

Technical Publications Department
2207 Bridgepointe Parkway
San Mateo, CA 94404-5009
doc@siebel.com
We appreciate your feedback.
In t ro - 4 Siebel Call Center User Guide Version 7.0

Managing and Finding
Information Part 1
Chapter 1. Overview
Version 7.0 Siebel Call Center User Guide

Siebel Call Center User Guide Version 7.0
Overview 1
Call Center and Support Organization . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Home Page Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Communications Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Message Broadcasting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
Customer Dashboard Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Using Quick Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Search Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Performing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Working with Result Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Version 7.0 Siebel Call Center User Guide 1-1

Overview
Call Center and Support Organization
Call Center and Support Organization 1
A typical sales and support organization is built around maximizing profits while
providing first-class service to its customers. Each organization defines its own roles
and corresponding tasks to achieve its goals. Usually, an organization’s objectives
are to increase sales, provide superior customer service, generate customer loyalty,
and increase revenue by improving the selling process.
Call center and customer support software allows sales, telesales, and customer
service representatives to better understand their customers’ needs and to address
those needs rapidly and professionally through up-to-the-minute customer
information, deep product knowledge, and flexible resolution tools.
Siebel Call Center allows agents to handle service, support, and sales interactions
across a broad range of communication channels such as telephone, email, fax,
page, wireless messaging, voice over IP, Web collaboration, and chat. These
channels are integrated, allowing each agent to become a customer-contact
manager, supporting a range of products and services and presenting tailored
offerings designed to meet customers needs.
Siebel Call Center provides a very broad array of service and telesales functionality
in a single application, so support personnel can provide both sales and service
assistance to customers across multiple channels within their contact centers. Siebel
Call Center manages customer and account profiles, product knowledge, purchase
histories, opportunities, service requests, and service level agreements, so agents
can focus on satisfying customer needs.
1-2 Siebel Call Center User Guide Version 7.0

Overview
Home Page Overview
Home Page Overview 1
When agents log into the Siebel application, the first screen they see is the home
page. The home page is a combination of lists and forms that provide a snapshot of
the most important information they need to manage their day. This information is
customizable, depending on each agent’s daily activities and may include content
such as My Calendar, My Activities, My Service Requests, My Campaigns, and My
Contacts.
Agents can change the appearance of the home page based on their personal
preferences, by using the controls that appear in the upper right corner of each list
or form to show or hide the detailed records for each content area. They can also
use the edit layout function to control what content appears on the home page and
the order in which it appears. The changes they make stay in effect until they make
new changes.
NOTE: The home page displays only the views for which an agent has privileges
based on his or her profile.
For more information about how to edit the layout of the home page, see
Fundamentals.
Figure 1-1. Home Page

Overview
Communications Toolbar
Communications Toolbar 1
The Communications toolbar empowers agents to manage their inbound and

outbound multichannel interactions via the Siebel application. The
Communications toolbar allows agents to handle various types of communications
including voice, email, Web text chat, and wireless.
Through the Communications toolbar, agents can initiate outbound work items and
accepting inbound work items. In addition, agents may place work items on hold
or transfer items to other agents using either blind transfer, consultative transfer or
conference transfer capabilities.
Agents can also log into or out of the work queue and set their work mode to ready
state to accept incoming work items. The toolbar lets agents manage multiple
simultaneous work items including combinations of emails, phone calls, and Web
calls.
When a work item comes into the queue, the Accept Incoming Work Item icon will
flash with the appropriate symbol, such as a phone symbol for a phone call. The
timer on the left side of the toolbar tracks the handling time for the currently active
work item.
Figure 1-2. Communications Toolbar

Overview
Message Broadcasting
Message Broadcasting 1
The message bar provides a method of communicating information electronically

to you and others. It may display company information or critical statistics from the
phone switch such as number of calls in the queue or average call handling time.
The broadcast messages appear as scrolling text in the broadcast bar at the bottom
of the application. The arrows at either end of the message bar control the direction
in which the text scrolls. Messages can be displayed in different colors to indicate
the importance of each message. The information in the message bar can be sent to
specific individuals, a group of people, or to all users.
NOTE: To stop the message bar from scrolling, place the cursor on the message bar.
This is the default behavior for the application. It may be changed by your
administrator.
Figure 1-3. Message Bar

Overview
Customer Dashboard Overview
Customer Dashboard Overview 1
The customer dashboard gives agents quick access to key customer data that can
include the contact name, email address, account, site information, customer time
zone, phone number, and interaction history throughout the lifecycle of a call. This
is critical as it gives them a persistent region of the page containing the key contact
data as they navigate through the application. The information displayed may be
populated through the Communications toolbar, SmartScript, or manually through
the Search Center using the Set Dashboard button on a contact record. It also
provides quick navigation to the areas of the application that are relevant to your
needs including agreements, campaigns, activities, activity plans, service requests,
and opportunities.
NOTE: The dashboard is read-only and will only populate customer information
when it is in the open state. The dashboard toolbar button opens the dashboard. If
the dashboard is open when you log out of the application, then it will remain open
the next time you log back into the application.
As a good business practice, agents should always open the customer dashboard
before answering calls, so that the customer information will be available for their
referral, provided the organization uses the Siebel Communication Server and it is
configured to populate the dashboard.
Figure 1-4. Customer Dashboard

Overview
Using Quick Navigation
Using Quick Navigation 1
When opened, the dashboard takes up the upper frame of the application area. It
can be set with contact information from the communication server in an inbound
or outbound call from SmartScript or manually from the Search Center. The quick
navigation feature takes you to the Contacts screen with focus on the customer
displayed in the dashboard and the appropriate detail view like service requests. It
allows the agent to quickly navigate to the customer’s information based on the
current customer context.

Overview
Search Center
Search Center 1
Siebel Search Center is a powerful text retrieval tool that lets agents search for
information and see the results without losing the data currently shown in the
application window. Search Center is the central search hub to call center agents.
They can perform broad or exact searches from anywhere within the Siebel
application.
Using the Results list in the Search Center, they can attach records to the main
record that is active in the application window. For example, they can attach a
solution record to a service request. They can also preview a result record or make
a result record the active record in the application window. Selecting advance
search allows searching across multiple types of information with one search.
Performing a Search 1
Agents can perform searches to promptly find information, for example search for
a relevant solution record, and see the results without losing data.
To open the Search Center, on the application toolbar, click the Search button. The
Search button is the binocular icon located in the right-hand part of the screen.
To perform a search
1 Click the Search button.
The Search Center appears in a frame in the right part of the application window.
2 From the Look In drop-down list, select the type of information you want to find.
Different fields appear depending on the selection you make in the Look In drop-
down list.
3 Complete the fields to define your search criteria.

4 Click Search.
The records that match the search criteria are in the Results list.

Overview
Search Center
Working with Result Records 1
Using the Results list in the Search Center, agents can attach records to the main
record that is active in the application window, preview records or external
documents, or search for a contact and populate the dashboard. For example, they
can attach a solution record to a service request.
NOTE: In order for the selected record to attach to the main record, the relationship
must be set up in Siebel Tools.
To attach a result record

1 In the application window, display the record to which you want to attach the
result record.
2 Click the Search button and perform a search to find the record to attach.
The records that match your search criteria appear in the Results list.
3 In the Results list, select the record to attach.

4 Click the menu button, and then click Attach.
The record is attached to the active record in the application window.

Overview
Search Center

Working w ith Cust omer
Information Part 2
Chapter 2. Accounts
Chapter 3. Contacts
Chapter 4. Households

Accounts 2
Accounts Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Creating an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Adding Contacts to an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Accounts
Accounts Overview
Accounts Overview 2
An account is a company representing a customer or a prospective customer. Use

the Accounts screen and its associated views during inbound calls.
Use the Accounts screen to organize and track data during the following events:
■ Creating accounts
■ Creating and associating activities to an account
■ Associating contacts to an account
■ Looking up account information
■ Service Requests
■ Contractual Agreements
■ Product Issues
■ Activity History

Accounts
Business Scenario
Business Scenario 2
The Accounts screen and views often provide the central navigation point to help
you research customers and respond to inbound calls. The type of call will help
determine where you navigate to in the application. Some examples of how you
would use the Accounts screen are:
You need to see existing account information including the products owned by the
account to assist a caller with a service request or to follow up on a service request.
A caller contacts the call center in response to a sales campaign. Assuming the caller
is unknown, you might create an new account. You record the account name,
address, and other important information. You may then proceed to add a contact
or other related information into the new account.
You may need to enter prospective account information. For example, you may be
calling to see if a prospective customer found information on your Web site useful
and whether that customer needed any additional information. You may add notes
that could be used by a sales representative or schedule follow up activities to help
manage the account relationship.

Accounts
Creating an Account
Creating an Account 2
As a central object for managing customer relationships, an account record must be

created for each prospective or customer account before other supporting
information can be entered about the account. Once created, an agent can begin to
add and track important details such as individual contacts, opportunities, and
service requests.
To create an account
1 Navigate to the Accounts screen.
2 From the Show drop-down list, select My Accounts.
3 In the Accounts list, click the menu button, and then click New Record.
4 In the new row, complete the necessary fields.
5 Click the menu button, then click Save Record.
NOTE: You can use the More Info form to supply any additional account
information if necessary.

Accounts
Creating an Account
Adding Contacts to an Account 2
As agents work closely with a prospective or customer account, accurately

maintaining the contacts associated with the account becomes important.
To add contacts to an account

1 Navigate to the Accounts screen.
2 From the Show drop-down list, select My Accounts.
3 In the Accounts list, select the account to which the contacts will be added.
4 Click the Contacts view tab.
5 In the Contacts list, click the menu button, and then click New Record.
6 In the Add Contacts dialog box, select the contact, and then click OK.
NOTE: If the Contact does not appear in the dialog box, you can add a new
contact by clicking the New button, adding the information, and then saving the
record.
7 In the Contacts list, click the menu button, and then click Save Record.

Accounts
Creating an Account

Contacts 3
Contacts Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Verifying a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Profiling a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Profile View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-7
Entering Call Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-8

Contacts
Contacts Overview
Contacts Overview 3
Contacts are individuals with whom your company does business or with whom
you expect to do business in the future. The Contacts screen is one of the primary
places where agents will work when receiving inbound customer calls.
These tasks can be performed using the Contacts screen:
■ Verifying that a contact is an existing customer
■ Managing contacts associated with a company
■ Viewing information on a contact relationship
■ Creating activities regarding a contact
■ Looking up previous activity or service history for a contact

Contacts
Business Scenario
Business Scenario 3
The Contacts screen and related views help you to manage your day. For example,
customers may telephone a call center to place a service request for a product. You
can use the Contacts screen and related views to assist the customer in a timely
manner.
You will typically follow these basic steps when a customer calls with a service
request:
■ Verify the caller
■ Profile the caller
■ Provide the needed service
■ Record any activity to the caller’s account
■ Perform any follow or wrap-up tasks if necessary

Contacts
Verifying a Contact
Verifying a Contact 3
When receiving an inbound call, the first step is typically to verify and locate the
caller using the Contacts screen or the Search Center, if the screen has not populated
automatically. To verify the caller, perform a query in the Last and First Name fields.
If the customer is in the system, you can verify the additional contact information,
such as account name and address. If you do not find the contact information
already in the system, you can add the contact information.
To find a contact using the Search Center

1 Click the Search Button.
2 From the Look In drop-down list, select Contacts.

The Last Name, First Name, and CSN fields appear.
NOTE: Your administrator may configure the search fields differently according
to your company’s requirements or needs.
3 Complete the fields to define your search.
NOTE: You can use Boolean operators and keywords that are not case sensitive.
4 Click Search.
The records that match your search appear in the Results list. You may also set the
dashboard with the contact’s information by clicking the Set Dashboard button in
the Search window.

Contacts
Verifying a Contact
To create a new contact

1 Navigate to the Contacts screen.
2 From the Show drop-down list, select My Contacts.
5 Click the menu button, and then click Save Record.
NOTE: If an account has not been established for the contact, click the Accounts
view tab to enter the account information in to the system.

Contacts
Profiling a Contact
Profiling a Contact 3
After verifying the caller’s information, agents typically complete a customer

profile. Profiling a contact is the process where they gather additional information
about the contact and the specific business or service requirement concerning the
contact.
Profile View 3
Agents have several choices when gathering customer profile information. The
information can be entered into specific fields. It is also possible to create a service
request or perform another activity, such as a SmartScript, before leaving the
Contacts screen.
To add profile information

3 In the Contacts list, select the contact to profile.
4 Click the Profile view tab.
5 In the Profile form, complete the necessary fields.
NOTE: The Contacts screen is where you may also perform other functions, such
as creating a service request or adding activities to a contact’s information.

Contacts
Profiling a Contact
Service Requests 3
The Service Requests view associated with the Contacts screen can be used to view
existing service requests or add new ones. An agent can check to see if a customer
has an existing service request related to the current issue by using the Search
Center or the Contacts screen, Service Request view and performing a query on the
information.
To create a service request

2 From the Show drop-down list, select All Contacts.
3 In the Contacts list, locate the customer you are speaking with.
4 Click the Service Requests view tab.
5 In the Service Requests list, click the menu button and then click New Record.
6 In the Service Requests list, complete the necessary fields.

Contacts
Profiling a Contact
Entering Call Activities 3
After completing a call, agents will often create an activity that will prompt a follow-
up task with the customer.
NOTE: An activity is a task or event that is performed for a contact.
To add an activity to a contact

3 In the Contacts list, select the contact to which the activity will be added.
4 Click the Activities view tab.
5 In the Activities list, click the menu button, and then click New Record.

Households 4
Households Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Households . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding a Household . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding Household Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Household Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Household Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
Attachments, Notes, Opportunities, Service Requests,
Service Agreements, and Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Households
Households Overview
Households Overview 4
A household is a collection of individual consumers who are economically affiliated

and who share common purchasing or service interests. Individuals may or may not
be related to one another and may belong to other households. Typically, a
household shares the same residential address. Siebel Call Center allows an
organization to address the complexity of dynamic households by tracking all
household information through the appropriate household contact. If contacts leave
a household to join another, their associated information will move with them.
The Households screen displays information about customer households. You can
use the Households screen and its related views to enter, manage, and review
information about:
■ Contacts (household members)
■ Activities
■ Attachments
■ Notes
■ Assets
■ Opportunities
■ Agreements
NOTE: Many of the views are read-only, as they provide a summary of information
about household contacts. The only editable views are More Info and Contacts.
If you wish to add activities, service requests, notes, attachments, notes, assets,
opportunities, and agreements you should navigate to the Household Contact list
and click the appropriate contact hyperlink to enter the necessary information.

Households
Business Scenario
Business Scenario 4
You commonly use the Households screen in a business-to-consumer setting.

Viewing household information allows for effective cross-selling, up-selling, and
sell-through opportunities. Combined with Siebel Marketing and Analytics, the
Households screen provides a basis for powerful consumer segmentation and
analysis.
Households provides valuable segmentation information on the household as a

whole, as well as a summary of information about the household member contacts.
You will use the Households screen for identifying and capturing demographic
information about a household. You can also use the Households screen to review
customer’s accounts, products, and contact information associated with that
household. Having this information at your fingertips allows you to accurately
assess customers’ data to better meet their needs.

Households
Households
Households 4
Households can be used specifically to capture and provide further information

about a customer’s background.
Adding a Household 4
Agents can collect and manage information about a customer’s household.
To add a household
1 Navigate to the Households screen.
2 From the Show drop-down list, select My Households.
3 In the Households list, click the menu button, and then click New Record.
4 In the Households form, complete the necessary fields.
NOTE: For the household address, you can only choose from existing contact
addresses.
5 Click the menu button, and then click Save.

Households
Households
Adding Household Details 4
The Households More Info view allows agents to review and add additional
information about the household.
To add a household detail

3 In the Households list, select the household to which additional information will
be added.
4 Click the More Info view tab.

5 In the More Info form, complete the additional fields.

Households
Households
Household Contacts 4
Contacts are persons associated with a household. Agents can specify one person
in the household as the head of household and then identify the others as spouse,
child, or dependent parent.
To add contacts to a household

3 In the Households list, select the household to which the contacts will be added.
6 In the Add Contacts dialog box, select an existing contact and click OK.
NOTE: If the contact is not in the list, you can perform a query to choose an
existing contact or select New to add a new contact.
The contact is associated with the household.
7 In the More Info form, click Save.
NOTE: In the Households screen, a contact’s address is his or her residential or

personal address. In the Contact’s screen, a contact’s address is his or her work
address. Household addresses can only be selected from among residential
addresses.

Households
Households
Household Activities 4
An activity is a record that can be specified as an appointment, meeting, email, or

other action. Adding an activity to a household lets an agent track the management
of the account.
To add an activity to a household

3 In the Households list, select the household to which the activity will be added.
5 In the Contacts list, click the Last Name hyperlink.
7 In the Activities list, complete the necessary fields.

Households
Households
Attachments, Notes, Opportunities, Service Requests, Agreements, and

Products 4
Attachments, Notes, Opportunities, Service Requests, Agreements, and Products are

separate views in the Households screen. Depending on which view agents choose,
they can view additional information about a household to keep track of the
households.
NOTE: Information on these views are read-only. If agents want to enter information
about these items, they can go to the Contacts view, click the Last Name hyperlink
and complete the necessary fields.

Resolving Service Issues
Part 3
Chapter 5. Service Requests
Chapter 6. Solutions and Resolution Searching
Chapter 7. Activities
Chapter 8. RMA’s and Service Orders
Chapter 9. Quality and Change Requests
Chapter 10. eMail Response

Service Requests 5
Service Request Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Service Request Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Managing Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Customer Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Initiating a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Identifying the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Creating a New Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Verifying Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Providing Service Request Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Assigning the Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Manual Assignment Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Assigning with Assignment Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10
Associating Activities to a Service Request . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Resolving a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Closing a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

Service Requests
Service Request Overview
Service Request Overview 5
A service request is a customer request for information about or assistance with

products or services bought from a company. Service request records track
customer requests and accompanying responses and are the central data object for
managing potentially complex service issues to rapid, consistent, and correct
resolution.
Service Requests permit agents to create, assign, and manage customer service
issues. They provide quick access to the customer’s assets, profile, open issues,
related product issues, and service agreement information. Each Service Request
can include short and extended descriptions of the problem, problem categories,
levels of severity and priority, and status tracking with the opening and closing date
and time. Each service request can also include many important details such as
related activities, related attachments, and relevant solutions.
Use the Service Requests screen to fulfill the following activities:
■ View assigned service requests
■ Create and update service requests
■ Enter information about activities related to a service request
■ Associate and view information related to a service request, including:
■ Attachments
■ Solutions
■ Decision Issues
■ Log Change Requests associated with a service request
■ Conduct customer satisfaction surveys associated with a service request
■ Create and view status of service orders
■ View audit trail information for a service request
■ View graphical analysis charts of summary service request information

Service Requests
Service Request Workflow
Service Request Workflow 5
The tasks to process a service request are typically performed by call center agents
or customer service representatives.
This is an example of a typical service request workflow.
1 Receive Incoming Call. A customer calls to report that he or she is having a

problem with your product or service.
2 Receive/Open Request. The agent opens a service request, enters or verifies

customer and product information, and records a description of the problem.
3 Verify Service Level/Enter Details. The agent then checks to see if the customer has
a service agreement entitling him or her to the level of service needed for the
problem. The agent verifies that the agreement has not expired, that the
customer has not reached his or her quota, and the person on the phone is an
approved contact. If the customer does not have the appropriate level of service
the agent cancels the service request and routes the call to the appropriate
department.
4 Assign the Request. When an agent is unable to resolve the problem over the
phone, that agent can route the service request to other agents who have more
expertise.

Service Requests
Business Scenario
Business Scenario 5
A customer calls to report that she is having problems installing the software that
she purchased from your organization. You open a new service request, enter the
customer and product information, and records the customer’s description of the
problem. The application associates key information with the service request,
which gives the representative access to the customer’s profile.
Next, you check to see if the customer has a service agreement entitling her to the
level of service needed to fix this request. Upon doing this, you verify that the
entitlement has not expired, the customer has not reached her quota, and the
person on the phone is an approved contact. Once verified, the committed response
time is automatically calculated and displayed in the service request.
If you are able to expeditiously resolve the customer’s problem, you can walk the
customer through the solution right over the phone. The customer verifies that the
solution was successful. To follow up, you can send the customer a technical
description of the problem for future reference.
If you are unable to resolve the problem right away, you can transfer or route the
service request to other agents who have more expertise. You can also schedule
activities such as research, diagnosis, and field repair and assign those tasks to the
appropriate people.

Service Requests
Managing Service Requests
Managing Service Requests 5
Service requests vary in difficulty, type of resolution, and impact on the

organization. The typical service request cycle involves initiating a service request,
resolving the customer service issue, and then tracking and analyzing the requests
for process improvements which can benefit the organization by avoiding or
quickening the resolution of future service issues.
Customer Requests 5
Depending on how an organization is structured, agents can receive a service

request through many different channels. These channels may include:
■ Direct telephone calls, often routed to the agent through an Automated Call
Distributor (ACD)
■ Email requests
■ Internet requests logged automatically by customers over the Internet
■ Postings made to user groups

Service Requests
Initiating a Service Request 5
When opening a new request, certain information is typically necessary to begin

processing the request, including:
■ Customer name
■ Company name
■ Nature of the request
■ Product name/Asset name
Based on the information gathered from the customer, you can then determine how
to proceed with processing the request.
Identifying the Customer 5
When a customer telephones a call or service center, the agent must verify if the
person is an existing or new customer. To verify a customer, go to the Contacts or
Accounts screen and perform a query on the information about the customer. This
query may also be performed through the Search Center.
At that point, if the customer exists in the system, the agent can review which
requests have already been entered for this customer. If the customer did not
already exist in the system, the agent can add the customer as well.
NOTE: For customers using the Siebel Communications Server this customer search
can take place automatically when he call is received, presenting the agent with
relevant contact information through an automated screen pop.

Service Requests
Creating a New Service Request 5
For new service issues, it will be necessary to enter a service request directly from
the Service screen.
To create a service request

1 Navigate to the Service screen.
2 From the Show drop-down list, select All Service Requests.
3 In the Service Requests list, click the menu button, and then click New Record.
4 In the Service Requests list, complete the necessary fields.
Verifying Entitlements 5
Agents can check to see if a customer is entitled to service by viewing the Service
screen, More Info view and clicking the Verify button; the Pick Entitlements dialog
box appears.
If nothing appears in the Entitlements list, it could mean one of two things:
■ The customer has not contracted to receive support
■ The customer has used the allotted entitlements
If there are entitlements listed in the dialog box, select an entitlement and click OK.
NOTE: The Entitlements screen and view are read-only. To input information, use
the Agreements screen. For more information on agreements and entitlements see
Applications Administration Guide.

Service Requests
Providing Service Request Details 5
After an agent has confirmed the customer’s entitlements and initiated a service
request, he or she must enter the details so the service request can be processed and
the issues resolved.
To supply details to an open service request

3 In the Service Requests list, select and drill down on the SR # hyperlink of the
service request.
NOTE: If you have already verified the customers entitlement, you should already
be on the service request in question and therefore do not have to follow Steps
1 through 3.
4 In the Service Requests form, complete the necessary fields.

NOTE: The Siebel application is configured to prevent users from deleting service
requests to protect historical data.

Service Requests
Assigning the Service Request
Assigning the Service Request 5
A service request is assigned to an agent after the details have been entered, and it
has been determined that the issue cannot be resolved by the receiving agent.
There are two methods for assigning a service request:
■ Manually
■ Assign with Assistance
Manual Assignment Method 5
Service requests can be assigned to your colleagues with more capacity or expertise
to resolve the particular service issue.
To assign a service request manually

3 In the Service Requests list, select the service request to be assigned.
5 In the Owner field, click the select button.
6 From the Pick Service Request Owner dialog box, select the person you want to
assign the request to, and then click OK.

Service Requests
Assigning with Assignment Manager 5
The assign with assistance method requires an agent to use Assignment Manager.
Assignment Manager automatically designates a customer service representative or
call center agent based on skill level and availability.
To assign a service request with assistance

3 In the Service Requests list, select the service request you want to assign.
5 In the More Info form, click the menu button, and then click Assign.
NOTE: The system either automatically assigns the service request to a

representative or presents a list of potential assignees based on skills and other
rating criteria. If presented with a list of eligible assignees, select one and close
the assignment window.

Service Requests
Associating Activities to a Service Request 5
After creating the service request and supplying the product information, an agent
can associate follow up activities to the request that assist the customer and close
the request in a timely manner.
To associate activities to a service request

3 In the Service Requests list, select the service request to which the activities will
be assigned.

NOTE: Activities cannot be updated, and new activities cannot be appended to a

closed service request.
Resolving a Service Request 5
Often an agent will be able to resolve an open service request based on solutions
that exist in the system. In this case, the appropriate solution is attached to the
service request for reference and is used by other agents in resolving similar service
issues in the future. For more information, refer to Chapter 6, “Solutions and
Resolution Searching.”

Service Requests
Closing a Service Request
Closing a Service Request 5
After an agent has added the solution to the service request, he or she may close
the request. This indicates to others that the problem has been resolved.
To close a service request

2 From the Show drop-down list, select My Service Requests.
3 In the Service Requests list, select the service request you would like to close.
4 In the Status drop-down list, select Closed.
NOTE: When selecting Closed, the system automatically sets the Sub Status field
to Resolved and populates the current date and time in the Closed field.

Solutions and Resolution Searching 6
Solutions Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Searching for Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Associating a Solution with a Service Request . . . . . . . . . . . . . . . . . . . . . 6-5
Using the Search Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adding Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7

Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Adding Additional Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9

Solutions and Resolution Searching
Solutions Overview
Solutions Overview 6
After entering details of a service request and assigning it to a customer service

representative, agents will typically want to research a solution to the problem.
Solutions are answers to questions or service issues encountered by the customer.

Your company wants to keep track of these answers so that they are available the
next time someone asks the same or similar question.
The Solutions screen allows agents to store, organize, associate, and search items
in the knowledge base for resolutions successfully used for similar problems and
for published solutions to potential problems.
After resolving the problem successfully, they can associate the solution with the
service request for reference. Any associated solution can be made available to
customers who check the status of their service issues either through the call center
or through a self-service eService site. In addition, these relevant solutions help
improve productivity by acting as a best practice guide the next time an agent needs
to solve the same or similar service issue. Associating the solution also makes it
possible to resolve similar service requests without doing extensive research.

Business Scenario
Business Scenario 6
You can resolve a service request either by looking up Related SRs, Decision Issues,
or by using the Search Center to find relevant resolution documents such as, white
papers, articles, or technical documentation. Upon locating an appropriate
resolution document, you can preview the information by launching your
application. Once the document is determined to be a good fit, you can associate
the document to the current service request as an attachment by clicking the Attach
button in the Search Center. The next time you encounter a similar service issue,
the resolution document will be available to help with the resolution process swiftly
and effectively.

Searching for Solutions
Searching for Solutions 6
The first step in finding a solution to a service request is to determine if a solution

already exists for this or a similar problem.
This can also be done from the Service Request screen by searching for and adding
a solution in the Service Request screen, Solution view and then performing a query
to locate the correct solution.
To manually search for a solution from the Solution screen

1 Navigate to the Solutions screen.
2 From the Show drop-down list, select All Solutions.
3 In the Solutions list, click the menu button, and then click New Query.
4 Define your query criteria by completing the fields in the row.
5 Click the menu button, and then click Run Query.
NOTE: Records that match your criteria appear in the Solutions list and are
returned in order of relevance to your query criteria. Click the record navigation
buttons to view each record in the result list.

Associating a Solution with a Service Request 6
After a solution has been found for a service request or a new solution created, you
can relate the solution to the service request.
To relate a solution with a service request

3 In the Service Requests list, select the service request to which the solution will
be attached.
4 Click the Solutions view tab.

5 In the Solutions list, click the menu button, and then click New Record.
6 In the Add Solutions dialog box, query and select the solution, and then click
Add.
7 In the Solutions list, click the menu button, and then click Save Record.

Using the Search Center 6
NOTE: An agent will want to make sure the service request being researched is an
active record.
To search for a solution using the Search Center

1 Click the Search Center button.
2 From the Look In drop-down list, select the type of information you want to find.
Different fields appear depending on the selection you make in the Look In drop-
down list.
3 Complete the fields to define your search criteria.

4 Click Search.
The records that match your search criteria appear in the Results list.
5 Select the relevant solution and then click Attach.

The solution will be associated.

Adding Solutions
Adding Solutions 6
Once an agent has found the solution to a problem, he or she can add the solution
to the database for others to use. If it is a new solution that does not exist in the
solution knowledge base, the administrator can create and add the new solution.
To manually add a solution

1 Navigate to the Solutions screen.
2 From the Show drop-down list, select All Solutions.
3 In the Solutions list, click the menu button, and then click New Record.
4 In the Solutions list, complete the necessary fields.
NOTE: Agents must have the appropriate responsibility to enter solutions.

Adding Solutions
Service Activities 6
Following the successful resolution of a service request, and before leaving the
service request record, the research and work associated with that service request
should be recorded as activities against the service request in the Activities view.
This keeps others from duplicating your efforts.
To add a activity to a service request

3 In the Service Request list, click the SR # hyperlink.
6 Click the menu button, then click Save Record.
NOTE: If your company has set up dedicated activity plans, you can choose to
use the Activity Plans view instead of inputting individual activities. For more
information on activities, refer to Chapter 7, “Activities.”

Adding Solutions
Adding Additional Activity Details 6
While working with a list of activities, agents can click the Activity Type hyperlink
which will offer them greater details about the activity. The activity form that
appears offers an easy-to-read format that contains details about the activity. The
Attachment list offers access to external references or files related to the activity.
These files can be copied into the Siebel application.
To add an attachment to an activity

3 In the Service Requests list, select the service request.
5 In the Activities list, click the Type hyperlink.
6 In the Attachments list, click the menu button, and then click New Record.
7 In the Attachments form, in the File field, click the Browse button.
8 In the Choose file dialog box, select the file and click Open.
9 In the Attachments form, click the menu button, and then click Save Record.

Adding Solutions

Activities 7
Activities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Activity Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Researching an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
Adding an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6

Assigning an Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
Activity Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7

Activities
Activities Overview
Activities Overview 7
It is important for an organization to accurately reflect the amount of work that was
required to resolve a service request. This practice avoids duplicating efforts if other
team members get involved in resolving the same problem. It also keeps everyone
up-to-date on exactly which specific activities were taken and when they occurred
when working with contacts and accounts. Activities with specified start times
automatically appear on your activity and calendar screens.
Activities are tasks that are required or have been performed. In a customer service
environment, activities are often associated with a service request and represent
steps taken to resolve a customer issue. Activity templates are available
representing predefined groups of sequential activities required to resolve or
diagnose specific issues. These templates provide a quick method of creating
consistent activity sequences representing best practices for addressing customer
issues.
Activities are also used to represent tasks in nonservice situations such as

scheduling and recording meetings, appointments, and interactions with customers
and prospects.

Activities
Business Scenario
Business Scenario 7
Call center and service departments use the Activities screen to manage personal
tasks and tasks associated with contacts, service requests, solutions, and accounts,
and opportunities.
For example, upon reviewing your to-do list for the day, you notice that the first
activity is to follow up on a faxed service request from your customer regarding a
solution that company is looking for.
Because your team has been using activities to track the progress of this account,
you are able to prepare for a follow-up phone call by reviewing past activities
associated with your customer.
You notice that since the last phone call, a colleague has sent some literature which
solves that company’s problem. You prepare for the follow-up call based on this
information. As team members accomplish their activities, they mark them as done,
providing key status information about the relationship with them. Upon speaking
with the customer you log an activity, record the details of your conversation with
the customer, and then close the request.

Activities
Activity Process
Activity Process 7
As agents work with activities in resolving customer service issues, consider these
suggestions:
■ See if any work has already been performed to resolve this request
■ Record new activities you have accomplished to help resolve the request
■ If appropriate, use an existing activity plan to help you resolve the request using
best practice sequences of resolution tasks
■ Close activities as they are completed

Activities
Researching an Activity
Researching an Activity 7
For existing service requests, agents can quickly research the history of related
activities through the Service screen. The Activities Detail view provides a
comprehensive set of completed and scheduled activities for the service request.
To view existing activities for a service request

2 From Show drop-down list, select My Service Requests.
3 In the Service Requests list, select the service request with which you want to
work.

The Activities list appears.
NOTE: This list represents every scheduled task for the selected service request
as well as the service request history.
5 In the Activities list, click the Type hyperlink of the service request you would
like to view.
The Activity form and Attachments list appears.
NOTE: You can view additional details about the activity, or add additional details
such as supporting attachments in either the form or the list.

Activities
Adding an Activity
Adding an Activity 7
When working with a service request, it is critical to record all research and other
work an agent has done to resolve the request. This comprehensive history can be
crucial to other working with the particular service request, contact, or account. It
also forms a valuable resolution record that may be used by others in the future to
avoid duplication of effort.
Activities related to a service request are recorded on the Service screen.
To add activities to a service request

3 In the Service Request list, select the service request to which the activities will
be added.

NOTE: An activity number will be generated by the system. The account and
contact information are automatically populated from the information in the
selected service request.
6 In the Activities form, complete the necessary fields.


Activities
Adding an Activity
Assigning an Activity 7
When creating a new activity, it may be necessary to assign it to another team

member that handles specific requests or types of tasks. When the activity is
assigned it appears in the assigned user’s My Activities list.
To assign or reassign an activity

3 In the Service Requests list, select the service request of the activity you want to
assign.

5 In the Activities list, select the activity you want the representative to be
(re)assigned to, or create a new one.
6 In the Employees field, click the select button.

7 From the Employees dialog box, select an existing employee or add a new one.
8 Select the Primary field for the employee you want to assign the activity to, and
then click OK.
9 In the Activities list, click the menu button, and then click Save Record.
Activity Plans 7
A solution or defect typically defines a problem, while an activity plan defines the
steps to correct or diagnose issues that occur frequently for which your organization
has established best practices. When an activity plan is selected and associated with
a service request, the corresponding activities are populated for you. For example,
when a customer calls with a defective hard drive, there could be a standard set of
activities that can be used to resolve that problem.
Activity plans use activity templates that establish a list of activities to be completed
to resolve a problem. Activity templates may have various levels of details pertinent
to each member of a team, such as recommended parts and tools, steps involved in
the service activities, or special directions or instructions.

Activities
Adding an Activity
Once agents have completed entering activities or choosing activity plans, the steps
are in place to diagnose and resolve the customers issues, then they are ready to
take the next customer call.
NOTE: Service managers and administrators create activity plans and templates.
To add activities associated with an activity plan

3 In the Service Request list, select the service request that you want the activity
plan to be associated with.
4 Click the Activity Plans view tab.

5 In the Activity Plans list, click the menu button, and then click New Record.
6 In the Activities form, from the Template drop-down list, select a template.
7 In the Planned Start field, enter the start time.
NOTE: This field defaults to your current system time.
NOTE: Activities are automatically generated and appear in the Activities

subview.

RMA’s and Service Orders 8
RMA and Service Orders Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Processing a Return . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Generating an Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5

Adding Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Completing the Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
Approving an RMA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6

RMA’s and Service Orders
RMA and Service Orders Overview
RMA and Service Orders Overview 8
Depending on the nature of your organization’s business, successful resolution of

customer service issues may often require the creation of a service order or return
merchandise authorization (RMA). When an item must be returned, your
organization must authorize the return. The service order or RMA provides that
authorization, and is the vehicle to initiate and manage the process by which the
customer receives an appropriate replacement item, refund, or repair.
Multiple types of customer return service orders are supported:
■ Return Merchandise Authorizations (RMA) advance exchange is supported

when a replacement part is shipped immediately and the defective part is
returned later
■ RMA repair and return is supported when the defective part is received and
repaired and then shipped back to the customer
■ RMA return is supported when the defective or good part is received but no
replacement or repair is required
The call center agent has immediate access to order handling information, down to
the way they bill information for each shipment. They can enter and track RMA’s
as well as Service Orders (SOs) that do not necessarily require returned
merchandise, but do require the ordering of specified service products or service
packages as defined by their support organization.

Business Scenario
Business Scenario 8
Situations often occur in which a customer contacts your organization needing to

return or repair an item that was purchased from your company.
There are several possible scenarios in which this may happen:
■ The customer returns a part for repair, and the part is fixed and returned to the
customer.
■ The customer returns a part, and the service department sends the customer a
replacement part.
■ The customer contacts the call center, and the call center dispatches someone to
replace the part.
NOTE: In those cases, you create a service order specifying the type of service
transaction that is required as well as critical information regarding pricing and
requested shipment dates, when appropriate.

Processing a Return
Processing a Return 8
If an item must be returned for repair or replacement to close the service request,
you must authorize a return. That action allows the customer to receive a
replacement item, refund, or have his or her item repaired.
To process an return order

3 In the Service Requests list, select the service request that you want the return
to be processed with.
4 Click the Orders view tab.

5 In the Orders list, click the menu button, and then click New Record.
6 In the Orders form, complete the necessary fields, including the Type field.
NOTE: The Type field indicates what actions must be performed for this service
transaction.
NOTE: The Status field may default to Open. If so, change the status as necessary.
The Site field is automatically completed when you select an account.

Generating an Order
Generating an Order 8
When generating an order, each part number or individual service product is treated
as a separate line item.
Adding Line Items 8
A new record must be created for each line item.
To add a line item to an order

3 In the Service Requests list, select the service request to which the line item will
be added.

5 In the Orders list, click the Order # hyperlink of the order to which you wish to
add.
The Line Items list and Totals form appears.
6 In the Line Items list, click the menu button, and then click New Record.
7 In the Line Items list, complete the necessary fields.
NOTE: The Line # and Qty fields default to 1 and the Status field defaults to Open.
Change as necessary.

Generating an Order
Completing the Order 8
Agents must approve a RMA before it can be processed.
Approving an RMA 8
To approve a RMA, navigate to the Service screen and find the RMA/Service Order
list.
To approve an RMA
3 In the Service Requests list, select the service request.
5 In the Orders list, select the order with which the RMA will be approved.
6 In the Orders list, click the menu button, and then click Edit Record.
The Orders form appears.
7 In the Approved field, select the check box.

NOTE: If this item can be billed back to the customer, select the Billable check
box.

Quality and Change Requests 9
Quality Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2
Associating a Change Request with a Service Request . . . . . . . . . . . . . . 9-4
Managing Changing Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5

Adding a Change Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
Associating Activities with a Change Request . . . . . . . . . . . . . . . . . . . . . . 9-6
Associating Attachments with a Change Request . . . . . . . . . . . . . . . . . . . 9-7

Quality and Change Requests
Quality Overview
Quality Overview 9
The Quality screen allows organizations to track change requests related to

products, service requests, and solutions.
Service professionals can record change requests against a product or a specified

component of a product allowing the organization to assess the quality of a product.
Change management also drives the overall product quality improvement process
by making it possible to prioritize problems, identify problem trends, correct defects
during any stage of the product cycle, and estimate correction costs.
As part of the process for handling service requests, change management makes it
possible to keep customers up-to-date about the status of defect corrections and
schedules for replacement products.
Use the quality screen and corresponding views to:
■ Create, manage, and maintain change request records
■ Create and view the activities associated with a change request
■ Keep customers informed about schedules for fixing and replacing defective
products
■ View change requests associated with service requests
■ Create and view attachments associated with change requests
■ View a comprehensive change request history for a product
■ View charts to review important change request status information in a

graphical format
■ Create solutions and associate them with product change requests

Business Scenario
Business Scenario 9
Tracking product quality is crucial to a service organization. This information can

be used by others to help diagnose and resolve customer problems. In particular, if
a product has a known defect, it is very important that this information be
documented in a place that can be used and found by others.
When a customer calls with a problem, you can look up any related quality issues
that may be contributing to the current customer needs, very often shortening the
time spent researching and resolving the problem. If the resolution is not available,
any activity to resolve the issue should be captured in the related activities. This
change request and activity history can be used to keep your customer informed of
the problem and resolution.
In addition to keeping the customer informed, it also helps keep your organization
aware of possible problem areas. For example, if customers are calling with a
common complaint about a product, the organization will know immediately that
a problem exists and can implement a standard, best practice solution in a more
timely manner.

Associating a Change Request with a Service Request
Associating a Change Request with a Service Request 9
When a service request results from a documented product defect, associate this
knowledge with the service request under review to help the organization judge the
total impact the defect is having on customers.
To associate a change request with a service request

3 In the Service Requests list, select the service request with which you want the
defect to be associated.
4 Click the Change Requests view tab.

5 In the Change Requests list, click the menu button, and then click New Record.
6 In the Add Change Request dialog box, select the appropriate change request,
and then click Add.
7 In the Change Requests list, you can update the Type, Status, and Severity fields.

Managing Changing Requests
Managing Changing Requests 9
There are several tasks associated with the Quality screen and Change Requests
view. Like many other screens in the Siebel application, it is very important to
consistently track the important information associated with a change request.
If you cannot find an existing change request related to the current issues, add a
new change request to keep the system up-to-date with the most current
information. Remember that a change request also helps others who use the system
and resolve service requests.
Attachments and activities can be very effective to provide detailed information

associated with a change request.
Adding a Change Request 9
When you cannot find an existing defect to associate with a service request, you
can add a new change request to the system.
To add a new change request

1 Navigate to the Quality screen.
2 From the Show drop-down list, select My Change Requests.
3 In the Change Request list, click the menu button, and then click New Record.
NOTE: The new change request is now available for association with service
requests, as well as products and solutions.

Associating Activities with a Change Request 9
It is important to track the activities to resolve a change request. By tracking the

status of a request, you can keep customers up-to-date and resolve the service
request as soon as the product issue is corrected.
To associate activities with a change request

3 In the Change Request list, select the change request with which you wish to
associate the activity.


Associating Attachments with a Change Request 9
In researching and resolving a Change Request, an agent might find external

reference material and related documents such as repair logs or email messages that
they want to associate with the change request. Once again, this will keep the
relevant information about a change request in one common place, making it easier
to resolve a customer’s problem.
To associate attachments with a change request

3 On the Change Request list, select the change request with which the attachment
will be associated.
4 Click the Attachments view tab.

5 In the Attachments list, click the menu button, and then click New Record.
6 In the Attachments form, in the File field, click the Browse button.
7 In the Choose file dialog box, locate and select the file, and then click Open.
NOTE: If you want this document to be updated as changes are made to the
original file, select the Update File check box.


eMail Response 10
Email Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Setting Spell Check Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Replying to an Incoming Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-4
Adding Attachments and Literature . . . . . . . . . . . . . . . . . . . . . . . . 10-5
Adding a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-6
Associating Service Requests and Opportunities . . . . . . . . . . . . . . . . . . . .10-7

eMail Response
Email Response
Email Response 10
Email has become a popular channel through which customers communicate their
service needs to organizations. Siebel Email Response prepares an agent to respond
to high volumes of inbound email in an efficient, consistent, and professional
manner. It routes inbound emails to the most appropriate agent based on the same
business logic available for routing other types of customer communications.
Agents can view their inbound email queues at a glance and then, for each message,
they can instantly view related customer, account, service request and opportunity
profiles, as well as any attachments. Templates are available for use in the solution
knowledge base to compose customized replies to inbound emails.
Setting Spell Check Preferences 10
Siebel Spell Check can be used with the Siebel eMail Response application and the
Send Email, Send Fax, Send Page, and Send Wireless Message features.
Siebel Spell Check dictionaries are available in several languages. All language
dictionaries are installed regardless of the default language selected during
installation. You can change your Spell Check default language in User Preferences.
An agent can add your own words to a custom dictionary. Custom user dictionaries
are stored on the server so you can use any available workstation and still have
access to the entire dictionary.
Set the spell check options using the following instructions.
To change default spell check options

1 From the application-level menu, choose View > User Preferences.
The Profiles view appears.
2 In the Show drop-down list, select Spelling.

3 In the Spelling form, make the necessary changes. See the table at the end of this
procedure for options and descriptions.

eMail Response
Email Response
4 In the Spelling form, click Save.

The changes take effect the next time an agent uses Spell Check.
Spell Check Preference Field Default Description
Ignore UPPERCASE Words Off When off, Spell Check questions words
in all caps, such as SMTP or CD and
asks whether they are correct.
Ignore MixedCase Words Off When off, questions words such as
eMail and asks whether they are
correct.
Ignore Internet Names Off When off, Spell Check questions words
such as
support@siebel.com and
http://www.siebel.com/
Ignore HTML Tags On When on, Spell Check does not

question hypertext code, such as
<BOLD>Home</BOLD>.
Ignore Words with Digits Off When off, Spell Check does not
questions words such as POP3.
Always Check Spelling Before Off When off, Spell Check does not check
Sending the spelling of the email body when the
agent clicks Send.
Report Capitalization Errors On When on, Spell Check questions errors

such as PLEase.
Default Spell Checking Installation The current default language

Language language dictionary used to check spelling. The
initial default language is the language
specified during Siebel Systems
installation.
Agents may change their default
language at any time. A new default
spell checking language will take effect
the next time an agent invokes spell
checking.

eMail Response
Email Response
Replying to an Incoming Email 10
Agents will want to perform the following tasks when they are replying to an
incoming email.
■ Create a reply
■ Find and insert a solution category and template
■ Attach a file
■ Attach literature
■ Check the spelling and send the reply
To create a reply
1 Navigate to the Communications screen.
2 From the Show drop-down list, select My Communications.
3 In the Communications list, select the email to which you want to respond.
4 In the Communications list, click Reply.
The Outgoing Messages form appears, the Incoming Messages form appears,
and the Incoming Attachments list appears.
5 In the Outgoing Messages form, select the appropriate greeting from the drop-
down list.
The greeting text is inserted at the beginning of your reply.
6 In the Outgoing Messages form, select the appropriate category from the drop-
down list.
NOTE: Be sure to select the Category field before you select the Body field, so that
you see the associated templates at the top of the list.
7 In the Outgoing Messages form, select the appropriate body template from the
drop-down list.

eMail Response
Email Response
8 In the Outgoing Messages form, select the appropriate closing from the drop-
down list.
9 Click Spell Checking and correct any errors then click Done.
10 Click Send.
Adding Attachments and Literature 10
It may be helpful or necessary to attach a file to a response to assist the customer

with his or her problem.
To add an attachment
1 In the Outgoing Messages from, click the Attachment button.
2 In the Attachments dialog box, select the attachment you wish to add.
3 If the file is not listed in the dialog box, click New.
4 In the File Name field, click the select button.
5 In the Add Attachment dialog box, click Browse.
6 In the Choose File dialog box, select the file, and then click Open.
7 In the Add Attachment dialog box, click Add.
8 In the Attachments dialog box, click Save, and then click Close.
The attachment appears in the Attachments field.
To attach literature
1 In the Outgoing Messages from, click the Add Literature button.
2 In the Pick Literature dialog box, select the literature you wish to attach and then
click OK.

eMail Response
Email Response
Adding a Solution 10
Once you have resolved the customer’s inquiry, you may want to add the solution
to the email. You will use the Search Center to accomplish this task.
To add a solution using the Search Center

5 Click the Search Center button.

6 In the Look In drop-down list, select the template in which you wish to search.
7 In the Search Center form, complete the necessary fields, and then click Search.
8 Select the solution, and then click Attach.
The solution is copied into the body of the email reply.

eMail Response
Email Response
Associating Service Requests and Opportunities 10
Agents have the ability to associate a service request or an opportunity with an

email.
To associate a service request

5 In the Outgoing Messages form, in the SR # field, click the select button.
6 In the Pick Service Request dialog box, select the service request you wish to
associate, and then click OK.
To associate an opportunity
5 In the Outgoing Messages form, in the Opportunity field, click the select button.
In the Pick Opportunity dialog box, select the opportunity you wish to associate,
and then click OK.

eMail Response
Email Response

Executing Campaigns
Part 4
Chapter 11. Campaigns and SmartScripts
Chapter 12. Opportunities

Campaigns and SmartScripts 11
Campaigns Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2
Conducting Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4

SmartScripts Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Additional Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Campaign Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6
Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8
Tracking Script Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9
Generating Responses from Campaigns . . . . . . . . . . . . . . . . . . . . . . . 11-10

Responses View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-11
Promoting a Response to an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . 11-12
Confirming the Response was Promoted . . . . . . . . . . . . . . . . . . . . 11-12
Response Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-13

Campaigns and SmartScripts
Campaigns Overview
Campaigns Overview 11
Campaigns provide a consistent method for implementing marketing campaigns

and allow agents to view information about new and existing campaigns. Agents
use the Campaigns screen and associated views when dealing with inbound phone
calls from customers. As customers call in response to a campaign, agents must
verify information about the customers, gather any additional information and
determine whether any customers are possible opportunities. Agents can also use
campaigns to make outbound calls for a marketing or sales campaign.
The goal of a campaign is to create an opportunity that ultimately results in a sale.

Sales representatives are assigned opportunities from telesales representatives who
have generated an opportunity from a campaign.
Campaigns work in conjunction with customer telephony integration to

automatically call the customer on the list when executing an outbound campaign
or to pop-up the appropriate campaign and customer information when taking
inbound calls for a campaign.

Business Scenario
Business Scenario 11
As part of an effort to increase visibility and generate more revenue from July
through September, your company is conducting a campaign in the Western region
to gather information from potential customers who have accessed your Web site.
The goal of the campaign is to make sure potential customers can find the
information they are looking for on your Web site.
The campaign begins with a listing of every person who clicked the More
Information button on your Web site. You begin calling those potential customers
to update the information, note the result of the call, and generate business leads
for the sales department. These tasks are done by asking a series of questions.
Based on the answers given, you mark the potential customer’s record as
information only, no interest, or promote to opportunity.

Conducting Campaigns
Conducting Campaigns 11
The Campaigns Overview view provides general information about a campaign. To

display the Campaign Overview, click the Name hyperlink on the Campaigns
screen. This view provides general information about a campaign that you can use
while talking with a customer.
When making outbound calls as part of a campaign, an agent needs to follow

several steps to identify, qualify, and develop leads.
One example of how a campaign might be conducted is the following:
1 The marketing department defines the campaign

2 Customer Support Representative selects a campaign
3 Customer Support Representative selects the next contact or prospect to call,
initiates an outbound call using the CTI toolbar, and delivers messages about the
campaign
4 If the contact is interested:

a Yes: Generate an opportunity or response depending on the type of campaign
❏ Click the Create Response or the Create Opportunity button
❏ Gather the response or opportunity information and enter it into the

appropriate fields
❏ Assign the opportunity to a sales representative
b No: End call, update the call status to call completed and then update the
outcome to no interest.
❏ Call the next customer

SmartScripts Campaigns 11
Campaigns are composed of preapproved offers which have a call guide and
literature associated to them.Campaigns can be conducted using the SmartScripts
feature. SmartScripts is a full call-scripting module which allows agents to interact
with contacts and prospects to call in a knowledgeable and consistent way. Plus
agents have a set of activities to perform for a particular campaign.
To launch a campaign
1 Navigate to the Campaigns screen.
2 From the Show drop-down list, select My Campaigns.
3 In the Campaigns list, click the Name hyperlink of the campaign you would like
to launch.
4 In the Overview list, select the appropriate contact.

5 In the Overview view, click Script.
6 In the Explorer view, complete each field based upon the customer’s response
to the question, and then click Next.
7 When finished with the questions, click Finish.
NOTE: The language field determines which language the script runs on. If no
language is selected then the system defaults to the application default language.
Additional Contact Information 11
Agents can get additional information on a contact by clicking on the Last Name
hyperlink in the Overview view. However, if you make changes to the record those
changes are not carried over to the Contacts/Prospect Details form. To have the
changes that you made be reflected, you will need to add the contact to the
campaign again.

Campaign Charts 11
Campaign charts allows agents to assess performance in areas such as incentive

compensation, completed calls, and lead quality by campaign just to name a few. It
then allows you to graphically display the results. You are able to access these charts
by navigating to the Campaigns screen, Charts view.
For more information on setting up the information to be displayed in the charts,

refer to the Campaigns chapter in Applications Administration Guide.
The following table describes the different charts available to you on the Campaign
screen.
Table 11-1. Campaign Charts (1 of 2)
Chart Descriptions
Campaign Achievements This chart displays the results of the Incentive Compensation
Plan set up for each campaign. It represents the percentage
achievement of quota for each campaign.
Call Status Analysis This chart displays the number of calls that have been
completed versus the number of calls that have not been
completed for each campaign. Call center managers will use
this chart to manage which campaigns are taking longer and
where to shift resources.
Call Status Analysis by This chart displays the number of calls that have been
Employee completed versus the number of calls that have not been
completed for each campaign for a specific employee.
Lead Quality Analysis by This chart displays the opportunities that have been created
Campaign for a campaign when the response type is equal to
opportunity. It can display the opportunities based on each
campaign or the opportunities based on their lead quality.
Lead Quality Analysis by This chart displays the opportunities that have been created
Response for a campaign when the response type is equal to response.
It can display the opportunities based on each campaign or
the opportunities based on their lead quality.

Table 11-1. Campaign Charts (2 of 2)
Chart Descriptions
Opportunity Revenue This chart displays the number of opportunities and the
Analysis expected revenue for those opportunities for each campaign.
The left axis represents opportunity revenue and the bar
chart corresponds to revenue. The right axis represents the
number of opportunities and the line chart corresponds. This
chart helps you to see the relationship between amount of
revenue in relationship to the number of opportunities.
Opportunity Revenue This chart displays the number of opportunities versus the
Analysis by Employee potential revenue for opportunities for each employee. It is
similar to the Opportunity Revenue Analysis only on an
employee basis.
Campaign Trend Analysis This chart displays the total number of responses for each
campaign over a period of time. The period can be specified
by day, week, month, quarter, and year.
Campaign Trend Analysis This chart displays the total number of responses generated
by Employee by each employee across campaigns over a period of time.
The period can be specified by day, week, month, quarter,
and year.

Campaigns 11
If the campaign response type is equal to opportunity, then the Create Opportunity
command is enabled. Agents then have the ability to generate one opportunity for
each contact.
If a SmartScripts module has not been created for a campaign, agents can use the
text based call guide and the Create Opportunity button to conduct the campaign
and generate an opportunity from the campaign. When they do this, they are taken
to the Campaigns Leads view. The opportunity is then assigned to a sales
representative.
Once they create the opportunity, they will want to enter the information about the
opportunity including opportunity quality and contact profile information. By
clicking on the Script button in the Profile list, they can launch a SmartScript to
enter the profile information.
NOTE: A script would have to be associated with the Opportunity Business

Component in Tools for this to work properly. You may also create a new activity
and assign it to a sales representative. For more information on modifying business
components, see Siebel Tools Reference. For more information on creating
SmartScripts, see Siebel SmartScript Administration Guide.
To start a SmartScripts session

1 Navigate to the SmartScripts screen.
2 From the Show drop-down list, select All SmartScripts.
3 From the SmartScripts list, click the Name hyperlink of the script you would like
to launch.
4 Complete each field based upon the customer’s response, and then click Next.
5 When the Script has been completed, click Finish.
NOTE: SmartScripts sessions can also be initiated from the Campaigns Overview or
Campaign Contacts/Prospects view by clicking the Script button.

Tracking Script Progress 11
After a script has been launched, the SmartScripts Explorer view appears. To use
this feature, the agent asks the customer a series of questions. After each answer,
click the Next button and proceed to the next question. The most current question
is highlighted.
Markings in the Explorer window indicate the following:
■ The red asterisk indicates a required field.
■ The question mark means that the question is optional.
NOTE: If you get interrupted during your script you can save and resume the script
at a later point.

Generating Responses from Campaigns
Generating Responses from Campaigns 11
After the campaign has started, an agent will receive responses back from the
contacts you solicited. Log these responses into the application to determine which
contacts can be pursued as opportunities.
If the Response Type field in the campaign is equal to Response, then the agent will
need to click on Create Response. This creates a new response. An agent also has
the option to click on View Response which takes him or her to an already created
response. The agent may create multiple responses for a contact.
An agent can create an opportunity from a response by clicking Create Opportunity

from the menu button as well as associate attachments, orders, and products to a
response.
To create a response
1 Navigate to the Responses screen.
2 From the Show drop-down list, select My Responses.
3 In the Responses list, click the menu button, and then click New Record.
4 In the New Response form, complete the necessary fields.
NOTE: When you click Response Type, the Response Details form will
dynamically change to gather the necessary information.

Responses View 11
Agents can view responses pertaining to a particular campaign from the Campaigns
screen, Responses view. This gives them the ability to view every response that
pertains to a specific campaign.
To view responses associated with a campaign

1 Navigate to the Campaigns screen.
2 From the Show drop-down list, select My Campaigns.
3 In the Campaigns list, select the campaign to which you want to view the
responses.
4 Click the Responses view tab.

5 In the Response list, click the Description hyperlink of the response you would
like to view additional details about.
NOTE: Responses can be promoted to opportunities and prospects can be

promoted to contacts when you click the menu button and select Create
Opportunity.

Promoting a Response to an Opportunity 11
After completing the call, an agent can return to the Responses screen. If the
customer is interested in the product that the campaign offers, an agent can
promote the response to an opportunity by clicking the Create Opportunity from the
menu button.
NOTE: When creating an Opportunity for a D&B prospect, all prospects associated
with the D&B account are promoted to contacts at that time and added to the
Opportunity
To promote a response to an opportunity

1 Navigate to the Responses screen.
2 From the Show drop-down list, select My Responses.
3 In the Responses list, select the response to promote.
5 In the More Info form, click the menu button, and then click Create Opportunity.
NOTE: If the customer is an existing contact, the application automatically

associates the account with the opportunity. If the customer is a prospect, the
application automatically promotes the customer to a contact, and then
associates the contact with an account.
Confirming the Response was Promoted 11
After an agent chooses Create Opportunity from the menu button, the information
is transmitted to the Opportunities screen. At this point, the agent can verify that
the information has been attached to the opportunity and the prospect has been
promoted to a contact.

Response Charts 11
Response charts allow an agent to assess performance in areas such as responses

received from campaign calls, number of opportunities created, and number of
responses per offer. The chart functionality then allows you to graphically display
the results. Agents are able to access these charts by navigating to the Responses
screen, Charts view.
For more information on setting up the information to be displayed in the charts,

refer to Applications Administration Guide.
The following table describes the different charts available to you on the Responses
screen.
Table 11-2. Response Charts (1 of 2)
Response Campaign This chart displays the total number of responses for each
Analysis campaign. The campaign name is associated with the
response. It is based on the campaign name in the All
Responses list or the My Responses list.
Response Opportunity This chart displays the total number of opportunities created
Analysis for each campaign. This chart is based on the information in
the Opportunity Source field.
Response Offer Analysis This chart displays the total number of responses per offer.
This chart is based on the Offer name in the All Responses
list or the My Responses list.
Response Offer Type This chart displays the total number of responses per offer
Analysis type. This chart is based how many responses were received
for each offer type across all campaigns.
Response Offer Type This chart displays the total number of responses per offer
Analysis by Campaign type for each campaign. This chart is based on how many
responses were received for each offer type within each
campaign.

Table 11-2. Response Charts (2 of 2)
Response Revenue This chart displays the total revenue for each campaign and
Analysis the total number of opportunities for each campaign. The
bar chart has the revenue by campaign and the line graph
shows the number of opportunities for each campaign. The
revenue number comes from the sum of the Revenue field in
the opportunity with the Source field equal to the campaign
name.
Response Average This chart displays the average revenue for each campaign.
Opportunity Revenue For each opportunity created for the campaign, the revenue
Analysis is added and the average is taken across all opportunities
created for the campaign.

Opportunities 12
Opportunities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2
Generating an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-4

Associating Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-5
Associating Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-6
Decision Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-7

Decision Issue Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-7
Identifying and Associating Competitors . . . . . . . . . . . . . . . . . . . . . . . . .12-8
Assessing an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-9

Creating an Opportunity Assessment . . . . . . . . . . . . . . . . . . . . . . . 12-9
Evaluating the Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-10
Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-11
Key Features and Product Image . . . . . . . . . . . . . . . . . . . . . . . . . 12-11
Product Comparisons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-12

Opportunities
Opportunities Overview
Opportunities Overview 12
An opportunity is a potential revenue-generating event. An opportunity usually

includes accounts, contacts, products, quotes, decision issues, activities, and
competitors. Every sale begins as an opportunity, but not every opportunity ends in
a sale.
A generic opportunity tracking process may look like this:
■ Start with a qualified lead
■ Generate an opportunity
■ Associate data with the opportunity
■ Respond to the customer’s questions
■ Assess the opportunity
■ Generate an activity plan

Opportunities
Business Scenario
Business Scenario 12
The Opportunities screen and views are a central part of using the application if you
are involved in customer contact activities at your company.
For example, you place a call to a customer to discuss this month’s campaign
promotion. You are offering an upgrade on some computer equipment the customer
purchased last year. Your customer expresses an interest in upgrading her
equipment and would like to talk to her boss about it before she makes a
commitment.
The first thing you do is enter this opportunity into the application, then you
schedule a follow up phone call activity, record any other activity to-do’s, and enter
the name of your customer’s boss as another contact.
As you continue to gather information about the account, its contacts, and the
opportunity, update the information in the Opportunities screen. This way, the
information is saved and always available.
If the customer is interested, you can generate a quote and then an order from the
Opportunities screen. By tracking opportunities you can forecast his or her pipeline
and understand the potential revenue.

Opportunities
Generating an Opportunity
Generating an Opportunity 12
Sales representatives can view and create new opportunities in the Opportunities
screen. After an opportunity is generated, they can get more information about the
opportunity and its related contact information.
To create a new opportunity

1 Navigate to the Opportunities screen.
2 From the Show drop-down list, select My Opportunities.
3 In the Opportunities list, click the menu button, and then click New Record.
4 In the Opportunities list, complete the necessary fields.
To add additional information to an opportunity

2 In the More Info form, complete the desired fields.

Opportunities
Associating Data 12
When sales representatives click an opportunity hyperlink, they see contacts

associated with the opportunity. The Contacts view allows them to review, edit, or
add additional contact information if necessary.
To add a contact
3 In the Opportunities list, select the opportunity with which the contact will be
associated.

6 In the Add Contacts dialog box, select the contact, and then click OK.
7 In the Contacts list, click the menu button, and then click Save Record.

Opportunities
Associating Products 12
Sales representatives can associate specific products with a new opportunity. After
they enter this information, or they can click the Product hyperlink to find
additional information such as product features and prices. They can also use this
information when building a quote based on an opportunity.
To associate products to an opportunity

3 In the Opportunities list, select the opportunity with which this product will be
associated.
4 Click the Products view tab.

5 In the Products list, click the menu button, and then click New Record.
6 In the Products list, complete the necessary fields.

Opportunities
Decision Issues
Decision Issues 12
Decision Issues are the criteria a prospective customer uses to evaluate a potential
supplier and product before making a decision to buy.
After the basic information about an opportunity has been gathered, sales
representatives or their coworkers can respond to customer questions and concerns.
To associate Decision Issues

3 In the Opportunities list, select the opportunity with which the decision issue
will be associated.
4 Click the Decision Issues view tab.

5 In the Decision Issues list, click the menu button, and then click New Record.
6 In the Add Issues dialog box, select the issue you want to add, and then click OK.
The Decision Issues list appears with the issue you added selected.
7 In the Decision Issues list, you can do the following:

■ To sort the Decision Issue by rank, in the Rank column, click the up arrow to
sort the data in ascending order, or click the down arrow to sort the data in
descending order.
■ To add comments, enter them in the Comments column.
Decision Issue Details 12
After Decision Issues have been associated with an opportunity, click on the
Decision Issue hyperlink for additional information. The Discussion and
Explanation tab and the Related Issues and Literature view will assist you when
discussing questions with the customer.

Opportunities
Decision Issues
Identifying and Associating Competitors 12
Product competition can also be an important factor when customers make their
decisions. You can access Company Comparisons and Competitor’s Literature by
clicking the Name hyperlink. This displays the Company Comparisons view where
sales representatives can gather additional information to discuss with the
customer.
To identify and associate Decision Issues

3 In the Opportunities list, click the opportunity with which the competitor will
be associated.
4 Click the Competitors view tab.

5 In the Competitors list, click the menu button, and then click New Record.
6 In the Add Competitors dialog box, select the competitor you want to add and
click OK.
7 In the Competitors list, you can do the following:

■ To sort the competitors by Threat, in the Threat column click the up arrow to
sort the data in ascending order, or click the down arrow to sort the data in
descending order.
■ To add status information and comments, enter them in the Status and
Comments fields.

Opportunities
Assessing an Opportunity
Assessing an Opportunity 12
If an opportunity seems worth pursuing, determine which stage in the sales process
comes next. To do this, look at an opportunity’s assessment.
Creating an Opportunity Assessment 12
In some organizations, assessments are automatically generated. If an organization

does not automatically generate an assessment, the assessment needs to be
generated manually.
To manually create an opportunity assessment

3 In the Opportunities list, select the opportunity with which the assessment is
being performed.
4 Click the Assessments view tab.

5 In the Assessments list, click the menu button, and then click New Record.
6 In the Assessments form, in the Template field, click the select button.
7 In the Select Assessment Template dialog box, select the Template you want to
add, and then click OK.
8 In the Assessments form, in the Name field, type the name that you want to give
the assessment.

The Assessment list appears with the Template you just created selected.
NOTE: Once the template fills the information into the fields, you will need to fill out
the assessment. There is a score and weight involved for each question that should
add up to 100 percent. The overall score can then be used to assess or qualify the
opportunity.

Opportunities
Assessing an Opportunity
Evaluating the Opportunity 12
After the assessment is finished, the Assessment Attributes view displays several
factors. These factors impact the opportunity either positively or negatively. These
factors are important because they show sales representatives whether an
opportunity is worth pursuing or not.
Figure 12-1. Assessment Attributes view

Opportunities
Products
Products 12
Product views allow sales representatives to answer a customer’s questions about

the products that he or she is interested in purchasing. They can research and
discuss the specific features of the products for an opportunity or they can look up
competitive positioning information to help move the opportunity toward a
successful close.
Key Features and Product Image 12
The Opportunities screen, Products view allows sales representatives to discuss and
associate your organization’s products with an opportunity.
To view product information

3 In the Opportunities list, select the opportunity.
4 Click the Products view tab.
5 In the Products list, click the Product hyperlink.
The Key Features and Product Image lists appear. From this screen you can talk
about the product with the customer.

Opportunities
Products
Product Comparisons 12
Product comparisons provide a feature-by-feature comparison of related products.

This feature is useful when preparing for meetings, making sales calls, or speaking
to a prospect on the telephone.
To view product comparisons

1 Navigate to the Products screen.
2 From the Show drop-down list, select All Products.
3 In the Products list, select the product with which the comparison will be made.
4 Click the Product Comparison view tab.
The Product Comparison list appears.
NOTE: From this screen you can compare products to discuss with your potential
opportunities.

Views A
Most Commonly Used Views A
Table A-1 shows view tabs that are common to a number of screens throughout the
Siebel application.
Table A-1. Common Views (1 of 2)
View Description
Activities View and associate activities with a record.
Activity Plans Associate activity plans with a record. An activity plan template is a
set of activities directed toward a specific business goal or marketing
technique.
Agreements Associate agreements with the selected record.
Attachments Launch files created in other programs and attach them to the
selected record.
Briefing View a specialized briefing page outlining key elements of the

selected record. For example, Briefings could display all service
requests, team members, and opportunities related to the selected
record.
Calendar Add appointments, meetings, and other relevant events to the

selected record by entering them in the Calendar view.
Categories Associate categories with accounts, opportunities, products, and

contacts.
Change Requests Create any change requests associated with the selected record.
Contacts Associate contacts with the selected record.
Charts View charts associated with the selected record.
Explorer View information in a hierarchical format, similar to that of Windows

Explorer.
Version 7.0 Siebel Call Center User Guide A-1

Views
Table A-1. Common Views (2 of 2)
View Description
Literature View brochures, white papers, and other items associated with the
selected record.
Messages Associate phone messages with the selected record.
More Info View detailed information about the selected record.
Notes Associate text notes with the selected record. These can be shared
with others or they can be private.
Opportunities Associate new or existing opportunities with the selected record.
Orders Add orders to the selected record.
Organizations View organizations related to the selected record.
Products Associate products with the selected record.
Profile View important information about the selected record.
Quotes Add quotes to the selected record.
Summary Add a summary of the selected record.
A-2 Siebel Call Center User Guide Version 7.0

Index
A assigning service requests

accounts See also service requests
account, defined 2-2 manually 5-9
adding an account 2-4 service representative, automatically
contacts, adding to account 2-5 assigning 5-10
activities attachments
activity plans, about and adding 7-7 activity, adding to 6-9
activity, defined 3-8 change requests, associating with 9-7
assigning 7-7 service requests, entering
attachment, adding to 6-9 information 4-8
business scenario 7-3 updating automatically 9-7
change request, associating with 9-6 view, described A-1
closed service requests, associating Auto Update field, using 9-7
to 5-11
contact, adding to 3-8 B
defined 7-2 billing back to customer, about 8-6
households, adding to 4-7 Briefing view, described A-1
process 7-2
reassigning 7-7 C
service request, adding to activity 7-6 Calendar view, described A-1
service requests, viewing existing call center
activities for 7-5 new contact, creating 3-5
service requests. associating to 5-11 caller, verifying 3-5
view, described A-1 campaigns
activity number, about generating 7-6 about and goal of 11-2
activity plans business scenario 11-3
about and adding 7-7 launching 11-5
resolution activity, adding to 6-8 response, creating 11-10
view, described A-1 response, promoting to
activity templates, about using for activity opportunity 11-12
plans 7-7 response, verifying attached to
administrators, adding activity plan 7-7 opportunity 11-12
agreements responses associated with campaign,
view, described A-1 viewing 11-11
assessment template, about 12-9 SmartScripts session, starting 11-8
SmartScripts, tracking progress 11-9
Version 7.0 Siebel Call Center User Guide 1

Index
Categories view, described A-1 decision issues

change requests competitor comparisons and literature,
about tracking 9-2 associating with opportunity 12-8
activities, associating with 9-6 details, viewing 12-7
attachments, associating with 9-7 opportunities, associating decision issues
business scenario 9-3 with 12-7
new change request, adding 9-5 defect tracking. See change requests
service request, associating with 9-4
view, described A-1 E
Charts view, described A-1 entitlements. See service requests
competitor literature, associating Explorer view, described A-1
opportunities with 12-8
contacts F
accounts, adding to 2-5 features, new features in this
activity, adding to contact 3-8 release Intro-3
business scenario 3-3
customer profile information, H
adding 3-6 households
defined 3-2 activity, adding to 4-7
household, adding to 4-6 adding a household 4-4
new contact, creating 2-5, 3-5 additional household information,
opportunities, adding contact to 12-5 viewing 4-8
responses, promoting to an business scenario 4-3
opportunity 11-12 contacts, adding to 4-6
view, described A-1 defined 4-2
counter (message bar), described 1-5 details, adding 4-5
Create Opty button, using 11-12
customer I
Customer Dashboard described 1-6 inbound call
household, adding 4-4 verifying caller 3-5
product information, viewing 12-11
profile information, adding 3-6 L
response, promoting to an
literature
opportunity 11-12
competitor, associating with
Return Merchandise Authorization,
opportunity 12-8
billing back to customer 8-6
view, described A-2
service request, identifying for 5-6
Customer Dashboard
M
described 1-6
message bar, about and stopping 1-5
Messages view, described A-2
D More Info view, described A-2
Date Closed field, automatically setting
current date and time 5-12
2 Siebel Call Center User Guide Version 7.0

Index
N Profile view, described A-2

notes profiling a customer, adding customer
service requests, entering information 3-6
information 4-8 prospect, promoting a response to an
view, described A-2 opportunity 11-12
O Q
opportunities quality. See change requests
business scenario 12-3 Quotes view, described A-2
competitor comparisons and literature,
associating with 12-8 R
contacts, adding to 12-5 release, new features Intro-3
decision issue details, viewing 12-7 repair history, viewing
decision issues, associating with 12-7 See Return Merchandise Authorizations
defined 12-2 (RMA)
evaluating 12-10 replacement. See Return Merchandise
new opportunity, creating 12-4 Authorizations (RMA)
opportunity assessment, creating 12-9 resolution activity, adding to service
products, associating to 12-6 request 6-8
response, promoting to responses
opportunity 11-12 campaign, viewing responses associated
response, verifying response attached with 11-11
to 11-12 campaigns, creating responses
service requests, entering from 11-10
information 4-8 Return Merchandise Authorizations (RMA)
tracking process, generic 12-2 approving 8-6
view, described A-2 business scenario 8-3
order, adding line item to order 8-5 order, adding line item to 8-5
Orders view, described A-2 return order, processing 8-4
Organizations view, described A-2
S
P service agreements, entering service request
product comparisons, viewing 12-12 information 4-8
product competition, associating with service managers, adding activity plan 7-7
opportunities 12-8 service orders
product defects, associating with service business scenario 8-3
request 9-4 order, adding line item to 8-5
product information, viewing 12-11 Return Merchandise Authorizations,
products approving 8-6
opportunity, associating product to 12-6 return order, processing 8-4
service requests, entering service representative, automatically
information 4-8 assigning service request to 5-10
view, described A-2
Version 7.0 Siebel Call Center User Guide 3

Index
service requests solutions

See also solutions See also service requests
activities, adding to service request 7-6 about and defined 6-2
activities, assigning\reassigning 7-7 adding to database 6-7
activities, associating to 5-11 attachment, adding to activity 6-9
activities, viewing existing activities business scenario 6-3
for 7-5 resolution activity, adding to service
assigning, manually 5-9 request 6-8
business scenario 5-4 searching for 6-4
change request, associating with 9-4 service request, associating solution
closed, note about associating activities with 6-5
to 5-11 SOs. See service orders
closing 5-12 Status field, defaulting to Open 8-4
creating 3-7, 5-7 Sub-status field, automatically setting to
customer, identifying 5-6 Resolved 5-12
defined 5-2 Summary view, described A-2
entitlements, verifying 5-7
open service request, supplying V
details 5-8 views, described A-1 to A-2
protection from deleting, note 5-8
resolution activity, adding to 6-8 W
service representative, automatically workflow
assigning to 5-10 opportunity tracking process,
solution, associating with 6-5 generic 12-2
workflow 5-3 service request 5-3
SmartScripts
about and launching campaigns 11-5
script progress, about tracking 11-9
starting session 11-8
4 Siebel Call Center User Guide Version 7.0

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SIEBEL CALL CENTER

PART 1. Managing and Finding Information

PART 2. Working with Customer Information

Version 7.0 Siebel Call Center User Guide iii

PART 3. Resolving Service Issues

Chapter 5. Service Requests

iv Siebel Call Center User Guide Version 7.0

Creating a New Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

Chapter 6. Solutions and Resolution Searching

Version 7.0 Siebel Call Center User Guide v

Chapter 8. RMA’s and Service Orders

Chapter 9. Quality and Change Requests

Chapter 10. eMail Response

vi Siebel Call Center User Guide Version 7.0

PART 4. Executing Campaigns

Chapter 11. Campaigns and SmartScripts

Chapter 12. Opportunities

Version 7.0 Siebel Call Center User Guide vii

vii i Siebel Call Center User Guide Version 7.0

Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2

What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3

Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-4

Version 7.0 Siebel Call Center User Guide I n tr o - 1

Additional Documentation Intro

In t ro - 2 Siebel Call Center User Guide Version 7.0

What’s New in This Release Intro

Version 7.0 Siebel Call Center User Guide I n tr o - 3

Siebel Systems Welcomes Your Comments Intro

To help us improve our products, we want to know about any corrections or

■ The title and version of the guide (very important)

Contact us through regular mail or email at:

Siebel Systems, Inc.

We appreciate your feedback.

In t ro - 4 Siebel Call Center User Guide Version 7.0

Version 7.0 Siebel Call Center User Guide

Home Page Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Communications Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Message Broadcasting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

Customer Dashboard Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

Using Quick Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

Search Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Version 7.0 Siebel Call Center User Guide 1-1

Call Center and Support Organization 1

1-2 Siebel Call Center User Guide Version 7.0

Home Page Overview 1

Figure 1-1. Home Page

Version 7.0 Siebel Call Center User Guide 1-3

The Communications toolbar empowers agents to manage their inbound and

Figure 1-2. Communications Toolbar

1-4 Siebel Call Center User Guide Version 7.0

The message bar provides a method of communicating information electronically

Figure 1-3. Message Bar

Version 7.0 Siebel Call Center User Guide 1-5

Customer Dashboard Overview 1

Figure 1-4. Customer Dashboard

1-6 Siebel Call Center User Guide Version 7.0

Using Quick Navigation 1

Version 7.0 Siebel Call Center User Guide 1-7

3 Complete the fields to define your search criteria.

1-8 Siebel Call Center User Guide Version 7.0

Working with Result Records 1

To attach a result record

3 In the Results list, select the record to attach.