Page 125 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Team Name: _____________________________________________

Facilitator: ___________________________________

Activity #5: Contacts, SR’s, Activities, Closing, Calendar, CTI & System Down
Scenario: Caller stets they want to know if they have the latest map update for their
2014 Equinox. How do you assist and 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

Gather Info Gather Name/ Address/ VIN
Access Nav Disc Site www.gmnavdisc.com

Fill in info Select vehicle = choose
Product Advisc
Customer if have updated disc or if
need to purchase
Create SR Fill in all required SR fields
Cust info/ BAS / Abstract/ VIN/ Mileage

Document Activities Inbound and Call Customer
Email - Outbound

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 125 09/25/15