Page 124 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Team Name: _____________________________________________

Facilitator: ___________________________________

Activity #4: Contacts, SR’s, Activities, Closing & Calendar
Scenario: Customer advises they have an existing case. They give the advisor the
SR#. You note the SR is under the CAC BU. You warm transfer to CAC. How do
you document the call?

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

Tab Title Next Steps
No SR Required

Activity Type ICS Misdirect call

Activity Sub-Type CAC – Existing SR
Description Customer’s Name and Phone #

Comments Customer’s Concern
Status Done

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 124 09/25/15