Siebel Call Center 8.0 Fundamentals Self-Study Course

This course covers both the sales and service aspects of Siebel Call Center 8. Course participants are shown how to use the Multichannel Communications toolbar to handle inbound and outbound communications. Participants study how to create opportunities, quotes, and proposals. In addition, this course shows participants how to create service requests and research solutions using the Siebel Call Center 8.0 Application.

The course is divided into five content lessons. Each topic within each lesson is a standalone topic. Depending upon the students' needs, they can progress through the course in a linear fashion, or pick and choose topics most appropriate for them to be successful as call center agents.

Learn To:

• Use Multichannel Communications
• Handle Inbound and Outbound Sales Calls
• Develop Sales Opportunities
• Handle Service Requests
• Resolve Service Requests

Audience

• End Users

Course Topics 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

Course Objectives

• use Multichannel Communications
• handle Inbound and Outbound Sales Calls
• Develop Sales Opportunities
• Handle Service Requests
• Resolve Service Requests