Page 90 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Service Request Detail: Status and Ownership

The following fields are included in the Status and Ownership applet:

 Status: Closed
 Sub-status: Satisfied
 Owner: Name of the current owner of the SR
 Opened: Date the SR was opened
 Priority: Not used by CAC
 Closed: Date the SR was closed

Email Documentation

Siebel email is great at capturing information. When sending an email, Siebel will
automatically create an activity – ‘Email Outbound’. When receiving an email an
activity – ‘Email Inbound’ will be created and capture the conversation in the
comments section.

Receiving and Sending Emails

To view new Incoming emails:
 Click “My Incoming Email View” within the Activities
tab.
 Agents are notified of inbound customer emails via a
“Notify CRM”
 Activity created by the ICS Email Team within the SR
 Emails can’t be opened once closed
 Do this on an hourly basis.

GM Confidential Page 90 09/25/15