7 Introduction Siebel is an application designed to facilitate customer relationship management. It stores information relevant to the registration processes and allows SPP to manage Transmission Customers (TC) accounts and related Service Requests.
8 Background Siebel’s Welcome Page: My Activities User Welcome Screen Bar Menu Bar Queries Search Icon Hide Button Collapse Button History Calendar
9 Background Siebel Screens and Views Siebel Screens can be viewed by clicking on the appropriate Screen from the Screen Bar Views that correspond with the Screen are listed in the View Bar To see the entire page, Siebel is best viewed with a resolution of 1280 x 1024 pixels
10 Background Siebel Screens and Views Sort column ascending and descending Save a new entry Siebel “go back” button Applet dropdown box Drill down box Can be clicked to send an
11 Background Siebel Users and Responsibilities : –SPP Customer Care Specialist (CCS) Read Only –SPP CSS (no delete) –SPP Accounting (no delete) –SPP Manager (no delete) –SPP CSS Administration
12 Steps Navigating Between Records Previous record Next Record Previous page of records Next page of records
13 Steps Navigating Between Records Expand or reduce number of records shown Use this arrow to choose a record
14 Steps Querying Information New Query icon Alternative Step: Click on the query button on the tool bar
15 Steps Querying Information Enter the information for which you are searching Be sure to enter the information in the correct column. You may use a wildcard character (*) before or after you’ve entered the information to bring up entries which have additional words before or after your entered text.
16 Steps Querying Information Click on the Execute Query icon
17 Steps Querying Information Enter a keyword to search Alternative Step: Click on the Execute Query icon
18 Steps Saving a Query Click the TC Accounts drop down box Choose “Save Query As.” You will be prompted to name the query. Your query will show up in the Queries box. The Save button will not save your query. That is used only to save a new entry in the applet.
19 Steps Click to open address box Adding A New Address
20 Steps Adding A New Address (cont’d) Click on New
21 Steps Enter all necessary information into the empty fields Click New Adding A New Address (cont’d)
23 Background Internal (SPP) Service Request Process MP Portal User creates Service Request via Portal CSS queries Siebel for My Service Requests Siebel automatically populates CSS changes status of Service Request to “Open” CSS assigns activities & activity owners CSS monitors Service Request activities Activity owners check the “My Activities” view for new assignments Activity owners execute assigned activities & update Siebel CSS ensures Siebel activities are completed by individual activity owners CSS marks Service Request “Complete” Siebel sends notification to Portal User with answer/ decision
24 Background Service Requests Screen and Views Note: “Owner” field is automatically assigned to the owner of the TC Account Views for Service Requests Screen
25 Background All Service Requests View
26 Background Activity Plans View
27 Background Activities View
28 Background Attachments View
29 Background Audit Trail View
30 Background Solutions View
31 Steps Changing the Owner of a Service Request Click on the Box inside the Owner field.
32 Steps Changing the Owner of a Service Request (cont’d) Select name of Owner Click OK
33 Steps Creating a Permanent Query Click on Edit
34 Steps Creating a Permanent Query (cont’d) Select Query Save As
35 Steps Using a Saved Query Click on the Query drop down arrow and select a saved query from the drop down menu
36 Steps Picking a New Solution Click on the New button
37 Steps Picking a New Solution (cont’d) Enter key words to query Click GO
38 Steps Creating a New Solution Select “New”
39 Steps Creating a New Solution (cont’d) Enter information into all empty Fields. Click on Save