Page 112 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Tech Support Funnel
Activity Type – ICS Tech Funnel

The ‘Tech’ tab will open a series of dropdowns that must be completed to document
relevant details of the customer’s issue including system, device, carrier, OS,
Bluetooth version, etc. ‘Unknown’ fields should be left blank.

NOTE: Notice the green Check Mark that appears at the top of the screen as well as
a ‘Clear’ option.

 Choosing the will serve as your Copy function.
 The Template is designed to organize the information that you entered into
the dropdowns in an organized way.
 Notice the Activity List view in the screenshot - once the Comments for the
activity is opened, simply Ctrl-V (paste) the information from the template.
 The information will appear with your signature line.
 Select Ok and the information you pasted will be saved to the activity.

Instructor’s Note – The use of phonescoop.com will allow you to fill out some of
these fields.

This is an
example of the
type of emails
templates you can
select to follow up
with a customer

GM Confidential Page 112 09/25/15