Page 68 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

NOTE: Some call types may require additional Contact information (to be discussed
later in training):

Entering the customer’s first/last name and contact phone number(s).
 Enter phone numbers and postal codes (without parentheses, dashes, or
spaces).
 Enter street name and state abbreviations (without punctuation).
 Enter email addresses in lower case (with punctuation exactly as stated by
the caller).

Key Point

You must “step off” of a field to save the information you enter into Siebel. Stepping
off of a field simply means that you must click any other area of the same screen
before you change Siebel screens. If you change Siebel screens while your cursor
is still in the data entry field, your changes will not be saved. This rule applies to all
Seibel screens.

How to Search for SR’s, Contacts and Dealers (Day 4)

Service Requests

A Service Request (SR) is the overall record of a specific case. Within the
SR, each specific case action is documented using an activity. An SR, with
all of the activities within that SR, provides a timeline that tells the full story of
a case.

Searching for a Service Request

Before you begin documenting your call, you must determine if there is already an
open case when take a customer vehicle question or concern. You can search for
existing cases in the “Contact Record” or by the Vehicle Identification Number (VIN).
You can also locate an SR by the SR number, if the customer has one available.

GM Confidential Page 68 09/25/15