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ICS Siebel 8.1 and Master Template Overview

 A new Activity opens

 Click the drop-down menu for the Activity Type field
 You will start most SRs with an Inbound Call activity to document the
customer’s concern:

When documenting the Inbound Call activity

 Choose Inbound Call Customer
 The customer’s name should remain in the “Last name/First name Field”
 Document the caller’s information in the “Comments Field”
 Select an “Activity Sub-Type” from the drop-down menu
o This should provide further detail about the activity
o The list of available options is dependent on the Activity Type selected:

GM Confidential Page 86 09/25/15