To better track and manage service requests the service manager decides to

To better track and manage service requests the

This preview shows page 19 - 21 out of 512 pages.

To better track and manage service requests, the service manager decides to implement the service request module in order to automate the service request management process. The goal is to meet a Service Level Agreement commitment by making sure newly logged service requests (SRs) are resolved within a specific amount of time. The service manager requires the SRs to be assigned by the Siebel application to the most appropriate representative based on the availability and skill of the representative. If the SR requires immediate attention, then the owner of the SR is notified. The developer uses the Process Designer in Siebel Tools to define the business process for a new service request. Figure 2 illustrates how the process is displayed in the Process Designer. The diagram includes the steps and decision point that are involved when a new service request comes into the organization. For information on how this workflow fits within the development architecture, see “Overview of How a Workflow Process Is Developed” on page 22 . Figure 2. New Service Request Workflow Process in the Process Designer
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Siebel Business Process Framework: Workflow Guide Version 8.1, Rev A Overview of Siebel Workflow About Siebel Workflow 20 If an SR is logged, then the workflow process is started. The workflow calls Siebel Assignment Manager to assign the SR to the service representative who is available and possesses the skills required to resolve the SR. Based on the severity of the SR, the workflow can use the Siebel Communications Server to send email notification to the representative. Automating this process helps the company achieve faster turnaround time in order to resolve SRs and to meet service commitments. Steps That Are Used in the Scenario Table 3 describes each step that is used in the service request scenario. Table 3. Steps in the New Service Request Scenario Step Name Step Type Description Start Start Every workflow process contains a start step that is used to start the process. The condition that starts a workflow is defined on the connector that emanates out of the start step. Open SR Branch Connector The workflow is started by the creation of a new service request. Assign Service Request Sub Process The service request is assigned to the appropriate service representative, based on assignment rules that are executed in the subprocess. Severity? Decision Point The decision point uses the severity of the service request to determine the next step that is executed: Critical, High, or Medium. Send Email Business Service If the priority for the service request is critical, then the business service step sends an email to the assigned service representative. Set Priority to High Siebel Operation The service request priority is set to High.
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  • Summer '16
  • Oracle
  • Siebel Workflow, Workflow Guide

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