Page 98 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Master Template

The “Master Template” was created to expand the opportunity for a consistent
approach to documenting in Siebel for the ICS business unit. The “Master
Template” is a tool used from the beginning to end of the call. As you become
familiar with the functionality of Siebel and the Master Template, take notes to track
and review the skills and tools needed to execute superior customer service. The
goal in this section of the module is to build your understanding of the skills and
functionality of the tools and/or applications to document customer calls and follow
up with their concerns as an ICS Advisor.

How to access the “Master Template”:
The “Master Template” can be accessed via the SharePoint site and downloaded.
Keep in mind once you download this document in ABAY/Production save the link to
your favorites. Any updates to this document will be sent via a communication
notification in Intradiem.

How to use the “Master Template”:
Step 1: When the tool opens, the advisor will need to add
their signature line:

Step 2: Then click the “check” box

This is a screen shot of the various tabs you need to become familiar with as you
manage the customers call.

GM Confidential Page 98 09/25/15