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ICS Siebel 8.1 and Master Template Overview

You can return to the list of activities by changing
the drop-down menu from Activity to Activities.
From here you will be able to view all activities for
the SR and add new activities as needed to
document the actions you take on your case.

Many actions can be taken simultaneously
 For example, during an Inbound Call Customer
 Put the customer on hold
 Call the dealership for information
 Document the customer interaction in the Inbound
Call Customer activity

 Create an Outbound Call Dealer activity to document
that interaction

SR Completion

Once you have fully documented your case and no further actions need to be taken,
you are ready to complete the SR. We do this by completing the last section of the
Service Request screen, Status and Ownership.

GM Confidential Page 89 09/25/15