Who should attend
- End users
Course Objectives
- use Multichannel Communications
- handle Inbound and Outbound Sales Calls
- Develop Sales Opportunities
- Handle Service Requests
- Resolve Service Requests
Product Description
- Multichannel Communications
- Siebel Universal Queuing
- Multichannel Communications Toolbar
- Customer Dashboard
- Hoteling
- Multi-tenancy
- Handling CTI Calls
- Using the Communications Toolbar
- Accepting Work Items
- Holding and Resuming Work Items
- Forwarding a Work Item
- Transferring Work
- Handling an Outbound Item
- Communications Hot Keys
- Now You Try It: Making an Outbound Call
- Handling Email Responses
- Introduction to Email Response
- Responding to Email through CTI
- Processing Emails
- Associating Emails with Service Requests
- Sending Emails
- Turning Email into a Service Request
- Review: Processing Email Responses
- Handling Other Communications
- Sending Faxes
- Sending Pages
- Sending Wireless Messages
- Now You Try It.
- Handling Inbound and Outbound Sales Calls
- Taking Inbound Sales Calls
- Global Time Zone Support
- Displaying Caller Information
- Review: Identify Screen Elements
- Creating a Contact Record
- Profiling a Caller
- Accepting Calls Using CTI
- Documenting an Activity
- Making Outbound Sales Calls
- Outbound Sales Calls
- Making an Outbound Call
- Working with Siebel SmartScript
- Creating a Response
- Promoting a Lead
- Completing Outbound Calls
- Viewing and Accessing an Opportunity
- The Process of Tracking Opportunities
- Viewing Opportunity Information
- Entering Decision Issues
- Review: Decision Issues
- Opportunity Assessment Process
- Now You Try It: Viewing and Assessing an Opportunity
- Generating an Activity Plan
- Activity Workflow
- Generating an Activity Plan
- Review: Activity Plans and Lists
- Now You Try It: Generating an Activity Plan
- Creating Quotes, Proposals or Presentations
- Introduction to Quotes, Proposals or Presentations
- Creating a Quote
- Line Items in Quotes
- What's In a Proposal?
- Creating a Proposal
- Rearranging Proposal Outline
- Adding Content to a Proposal / Generating the Draft Proposal
- Creating a Presentation
- Opening a Service Request
- Introduction to Service Requests
- Identifying the Customer
- Creating a New Service Request
- Review: Identify Caller Information
- Entering Product Information
- Researching Asset Information
- Now You Try It. Opening a Service Request
- Verifying Customer Service Level
- Verifying Service Eligibility
- Verifying Service Level
- Review: Verify Service Level
- Viewing Entitlement Information
- Review: Entitlement Association
- Assigning a Service Request
- Assigning a Service Request
- Assigning a Request Manually
- Assigning a Request with Assistance
- Assigning a Request Automatically
- Now You Try It. Assigning a Service Request
- Using Solutions Database
- Solutions Database
- Finding the Right Solution
- Associating Solution with SR
- Now You Try It. Using Solutions Database
- Service Requests to Contact Us
- Introduction to Locating Centers
- Finding Service Locations
- Finding Contact Information
- Now You Try It. Finding Branch Location
- Processing RMAs
- Processing RMAs
- Authorizing a Merchandise Return
- Review: Entering RMAs
- Documenting SR Activity and Results
- Activity Records
- Creating an Activity Record
- Closing a Service Request
- Viewing the Audit Trail
- Now You Try It. Closing a Service Request
- Creating Service Orders
- Creating a Service Order
- Completing the Service Order
- Review: Entering Line Items