Service Requests Standard Operating Procedures Joe Neary AAC/IAG May 2004

Overview Service Requests are a critical function in customer service. Our customers depend on us to provide a solution to problems with our products, and we can glean valuable information about our customers, our products, and our processes. Data accuracy in our Service Request records benefits Advantech in many ways: Identifying problem trends by Product Understanding our customers (both direct customers and those handled by Partners) Analyzing & improving our internal support response processes   The following SOP gives directive on the entire Service Request process in Siebel.

Always start from the Account record! NOTE: “Account” is a required field on all Service Requests. When creating a new Service Request, always start from the Account record. Query carefully for existing Account record Create new Account if not already existing Advantech sells to Accounts, not to Contacts. see all Siebel SOP’s at http://www/advantechdirect.com/crm/list.htm

Always start from the Account record (query existing or create new) Complete any missing Account info (phone, complete address, ERP, etc)

Find existing Contact within Account (use existing or create new) Navigate within Account record Click on “Last Name”

Fill in any missing Contact info Email address, job title, phone extension, etc.

Create the SR within the Contact record 1. Open “Service Requests” tab 2. Click “New” 3. Change “Owner” to assigned AE as needed (default is “Created By”)

Click on “SR#” link to open the SR record Click on new SR # to open record

Fill in required SR fields All fields in RED are REQUIRED Fields in green are requested See next slides for all field descriptions

SR Field Types & Names Multi-value fields (from tables) “Model” “OS” Pull-down fields (predefined lists of values) “Type” “Status” “Category” “Function”

Record all Activities related to the Service Request Phone calls, testing, etc. entered manually Use “F9” and “ESR” email functions No need to click “New” button to create email Activity 1. Click on Activities tab 2. Click on New

1. Change “Status” to “Closed” To Close an SR FIRST: Make sure ALL DATA FIELDS are correct THEN: Change “Status” to “Closed” Once “Closed”, all data fields are locked THEN: use F9 Template “Closed SR Notice” (next slide) 1. Change “Status” to “Closed” 2. Hit “F9” key

To Send “Closed SR notice” 1. Choose “Recipient” = “Service Request Contact” 3. Click “OK” 2. Choose “Message Template” = “Closed SR Notice”

“Closed SR Notice” email Contact is quickly alerted that SR is “Closed” Allows quick response & re-open if still unresolved Asks Contact for “Satisfaction Survey”

Service Request Survey

If RMA is issued Change SR “Category” to “RMA Case” Send Contact an RMA Form (create Activity) Can be an F9 “RMA Form” template if existing Change “Status” to “Closed”

If RMA Dept determines “No Problem Found” FIRST: Change “Status” to “Open” (to re-open SR), THEN: Change “Status” to “No Problem Found” THEN: Create new Activity describing findings Attach files as applicable (test results, etc) No Problem Found

On “No Problem Found” RMAs, AE resumes “ownership” of SR Communicate findings with SR Contact Record as Activities Work toward re-closing SR No Problem Found

Thanx!