1. 1 Welcome To Siebel Training Welcome To Siebel Training

2. 2 1. Getting Started 2. Siebel 3. Service Requests Screen 4. Portal Users Screen 5. SA/Nodes Screen 6. Contact Screen 7. Notes Screen 8. Activities Screen 9. Solutions Screen Course Schedule

3. 3  Getting Started Enter your User ID and password Click “Log In” Please remember to change your password! Steps

4. 4  Changing Your Password Go to “View” Click “Viewer Preferences” Steps

5. 5  Changing Your Password Enter your new password and click “Save” Steps

6. 6 1. Getting Started 2. Siebel 3. Service Requests Screen 4. Portal Users Screen 5. SA/Nodes Screen 6. Contact Screen 7. Notes Screen 8. Activities Screen 9. Solutions Screen Course Schedule

7. 7 Introduction  Siebel is an application designed to facilitate customer relationship management. It stores information relevant to the registration processes and allows SPP to manage Transmission Customers (TC) accounts and related Service Requests.

8. 8 Background  Siebel’s Welcome Page: My Activities User Welcome Screen Bar Menu Bar Queries Search Icon Hide Button Collapse Button History Calendar

9. 9 Background  Siebel Screens and Views Siebel Screens can be viewed by clicking on the appropriate Screen from the Screen Bar Views that correspond with the Screen are listed in the View Bar To see the entire page, Siebel is best viewed with a resolution of 1280 x 1024 pixels

10. 10 Background  Siebel Screens and Views Sort column ascending and descending Save a new entry Siebel “go back” button Applet dropdown box Drill down box Can be clicked to send an email

11. 11 Background  Siebel Users and Responsibilities : –SPP Customer Care Specialist (CCS) Read Only –SPP CSS (no delete) –SPP Accounting (no delete) –SPP Manager (no delete) –SPP CSS Administration

12. 12 Steps  Navigating Between Records Previous record Next Record Previous page of records Next page of records

13. 13 Steps  Navigating Between Records Expand or reduce number of records shown Use this arrow to choose a record

14. 14 Steps  Querying Information New Query icon Alternative Step: Click on the query button on the tool bar

15. 15 Steps  Querying Information Enter the information for which you are searching Be sure to enter the information in the correct column. You may use a wildcard character (*) before or after you’ve entered the information to bring up entries which have additional words before or after your entered text.

16. 16 Steps  Querying Information Click on the Execute Query icon

17. 17 Steps  Querying Information Enter a keyword to search Alternative Step: Click on the Execute Query icon

18. 18 Steps  Saving a Query Click the TC Accounts drop down box Choose “Save Query As.” You will be prompted to name the query. Your query will show up in the Queries box. The Save button will not save your query. That is used only to save a new entry in the applet.

19. 19 Steps Click to open address box  Adding A New Address

20. 20 Steps  Adding A New Address (cont’d) Click on New

21. 21 Steps Enter all necessary information into the empty fields Click New  Adding A New Address (cont’d)

22. 22 1. Getting Started 2. Siebel 3. Service Requests Screen 4. Portal Users Screen 5. SA/Nodes Screen 6. Contact Screen 7. Notes Screen 8. Activities Screen 9. Solutions Screen Course Schedule

23. 23 Background  Internal (SPP) Service Request Process MP Portal User creates Service Request via Portal CSS queries Siebel for My Service Requests Siebel automatically populates CSS changes status of Service Request to “Open” CSS assigns activities & activity owners CSS monitors Service Request activities Activity owners check the “My Activities” view for new assignments Activity owners execute assigned activities & update Siebel CSS ensures Siebel activities are completed by individual activity owners CSS marks Service Request “Complete” Siebel sends notification to Portal User with answer/ decision

24. 24 Background  Service Requests Screen and Views Note: “Owner” field is automatically assigned to the owner of the TC Account Views for Service Requests Screen

25. 25 Background  All Service Requests View

26. 26 Background  Activity Plans View

27. 27 Background  Activities View

28. 28 Background  Attachments View

29. 29 Background  Audit Trail View

30. 30 Background  Solutions View

31. 31 Steps  Changing the Owner of a Service Request Click on the Box inside the Owner field.

32. 32 Steps  Changing the Owner of a Service Request (cont’d) Select name of Owner Click OK

33. 33 Steps  Creating a Permanent Query Click on Edit

34. 34 Steps  Creating a Permanent Query (cont’d) Select Query Save As

35. 35 Steps  Using a Saved Query Click on the Query drop down arrow and select a saved query from the drop down menu

36. 36 Steps  Picking a New Solution Click on the New button

37. 37 Steps  Picking a New Solution (cont’d) Enter key words to query Click GO

38. 38 Steps  Creating a New Solution Select “New”

39. 39 Steps  Creating a New Solution (cont’d) Enter information into all empty Fields. Click on Save