Page 122 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Team Name: _____________________________________________

Facilitator: ___________________________________

Activity #2: Contacts, SR’s & Activities
Scenario: Customer states they have called in before to have their phone paired.
The phone has become unpaired they need assistance to pair again.

st
Directions: Using the table provided below, starting with the 1 step to the last
step. Document the process to complete this activity.
Mod
Tab Title Next Steps

Search for customer Use info provided by customer
Contact Record To search “magnifying glass”

Create SR Fill in required fields: BAS/ Abstract/
VIN/ Mileage
Create required activities Inbound Call Customer

ICS Tech Funnel
Email – Outbound (auto generated)

Checking for Understanding:
 Take a few minutes to review the steps used to complete this activity.
 Compare your steps with 2 other groups and verify the steps documented are
correct.
 Check with the instructor to for accuracy.
 Use this activity as a resource to assist you as you complete New Hire
training and ABAY.

GM Confidential Page 122 09/25/15