Page 93 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Responding to an Email
Once you receive emails
 Determine if it is a new SR or an existing DCC SR

o If it is a preexisting
o SR the agent will need to send a “Notify CRM” to the owning agent
advising him/her a new email was received.

You must reply with an acknowledgement to the sender
 Complete within 24 hours of receiving the email
 The response should include any pertinent information currently available
 Acknowledgements are added to the email via a Siebel template
o Or can be copied and pasted from the verbiage in a process
document.

Reminder

When sending an email
 Ensure your name and business unit appear
in your signature line
To respond to an email
 Highlight the line
 Click “Reply” (as discussed earlier)
Once you have sent the email
 The email will remain on your screen

 The ‘send’ button is deactivated, preventing you
from changing in thing in the field.

NOTE: Siebel will allow you to access and use templates from
GM Answers, pasting a response into your response.
Use the “Master Template” for email templates and examples.

GM Confidential Page 93 09/25/15