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ICS Siebel 8.1 and Master Template Overview

ICS Siebel 8.1 and Master Template Overview

Instructors Guide

Learning Objectives

After completing this module, you will be able to:
 Describe the purpose of Siebel
 Work with Contact records
 Locate and create Service Requests

 Document case actions in a Siebel activity
 Explain how to document Recall SRs

Intradiem Module

ICS-0013a Icons and How to Search
ICS-0013b Screen Adjustments and Commonly Used Fields
ICS-0013c Query and Send and Change Email
ICS-0013d CTI and Aux
ICS-0013e Master Template
ICS-0013f Siebel 8.1 and Master Template Activities

ICS-0013g Additional Resources

Module Overview

Topic Training Resources Time Estimate

Part I: Training Environment

1. Siebel 8.1 Overview Siebel 8.1, GM Answers 10 minutes
eLearning, Intradiem,
2. Siebel 8.1 Introduction 1.30 minutes
virtual polling (optional)
3. Logging into the UAT, GM Answers 20 minutes
Training Environment
4. How to search and add Siebel 8.1,
contacts GM Answers, CFU 40 minutes

5. How to search for a SR Siebel 8.1,
by contact GM Answers, CFU 10 minutes

GM Confidential Page 1 09/25/15