Page 102 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Abstract (SR Detail Screen example)
 The Abstract requirements that were covered in the previous section can
quickly be selected using the ‘Abstract’ tab in the Template Tool.
 Additional call handling notes are provided as shown.
 Notice the format of the Abstract information once it is pasted into the SR.
 This information would need to be pasted into the SR Detail screen – not an
activity.

Instructor’s Note:
 Business policies require the Abstract in Siebel to be formatted this way to
allow reporting and SR analysis.
 The Oracle system is used by GM to run data mining on ICS files for future
initiatives and to identify trending problems / resolutions.

GM Confidential Page 102 09/25/15