Page 99 - ICS Siebel 8.1 and Master Template.11.16.15_Neat

ICS Siebel 8.1 and Master Template Overview

Instructor’s NOTE: Use this time to walk the advisors through each tab and explain
why and when to use. Preview to “Master Template” tabs.
What and how to use the Master Template Tabs:
Not all Advisors will have all of the tabs listed. Some of them are for certain teams
Inbound Advisor Tabs:
 Abstract – Siebel Abstract
 Inbound – Fields for different
inbound call types
 Outbound Call - Fields for
different outbound call types
 Tech - Tech Support Funnel
 Email – templates for the
different types of emails
 SOCC(D) - Scheduled Outbound
Call Customer/Dealer
 IGA – Template to fill out to
escalate a case to the IGA Team
 ICS Escalations – Approval for
case escalations to the ER
Team
 Resolution – The steps taken to
resolve the case
 NOTE: Not all advisors have to
use this activity.
 NOTE: Not all advisors have to
use this activity.

 Voice - Voice of the Customer

Activity
 Goodwill – Goodwill Business
Case Information

Most Recent Updated Date:
This information is at the top right corner of every tab of the template and will show
the last updated date so advisors can ensure they have the most current version.

GM Confidential Page 99 09/25/15