Page 119 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Instructor’s Note: Emphasize the expectations that are in place surrounding the
use of this tool at this time. ICS agents are expected to capture the Voice of the
Customer in almost all instances.

Goodwill
 Goodwill tools will be used as necessary and will reflect basic CAC Goodwill
usage.

 Goodwill requires a business case to process and submit to the Goodwill
Team for approval.
 The following section of the Master Template will allow you to quickly
document the information for review:

Instructor’s Note: Notice some of the dropdown fields in this section reflect
required GW information gathering such as VIN Scan (yes or no), Accepted (yes or
no), etc.

GM Confidential Page 119 09/25/15