Siebel Call Center 8.0 Fundamentals (Self-Study Course)

 

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
Price (excl. tax)

351.- €

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