Page 104 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

tagged as Issue and also requires completion of the Voice of
the Customer (separately).
Email

The request comes in to Infotainment through an email
request

Other
The request does not apply to any other listed categories
Vehicle
The customer is experiencing a vehicle concern. Advisors
may have to transfer these calls to CAC

Component what component of the system is the question / complaint
relating to

Issue what concern we are resolving. Examples include: Deleting
destinations, pair phone, setting favorites,
defines outcome of the interaction with the customer

Open
files will remain Open while they are being worked through
Resolved
Sat – Concern resolved to the customer’s satisfaction

Resolved
Dis – Concern resolved but the customer is not satisfied

Pending Customer
The case is open pending information from the customer
Pending BQM

Status The case is open pending information from the Brand Quality
Manager

Pending Engineering
The case is open pending information from Engineering
Pending IGA

The case is open pending information from the IGA Team
Pending TAC
The case is open pending information from the TAC Team

Pending CAC
The case is open pending information from the CAC Team
Pending CCS
The case is open pending information from the Connected

GM Confidential Page 104 09/25/15