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Siebel Call Center 8.0 Fundamentals Self-Study Course

Catégorie: Formation

Siebel

Format: Formation individualisée sur DVD/CD

Autres formats:

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

Compétences acquises

use Multichannel Communications
handle Inbound and Outbound Sales Calls
Develop Sales Opportunities

Handle Service Requests
Resolve Service Requests

Qui peut en profiter

End Users

Ce cours autoformation est certifiÃ© par le .

Oracle University a nommÃ© ExitCertified Partenaire de lâ€™annÃ©e 2011

Il y a une diffÃ©rence....dÃ©couvrez-la.

Code:	D52514
Format:	Formation individualisée sur DVD/CD

Durée:
Certifié par:	Oracle

Frais d’inscription (CAD): 460$

Oracle University Awards ExitCertified the North American Partner of the Year Award for 2011

Siebel Call Center 8.0 Fundamentals Self-Study Course Contenu détaillé

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

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Siebel Call Center 8.0 Fundamentals Self-Study Course

Compétences acquises

use Multichannel Communications

handle Inbound and Outbound Sales Calls

Develop Sales Opportunities

Handle Service Requests

Resolve Service Requests

Qui peut en profiter

End Users

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Siebel Call Center 8.0 Fundamentals Self-Study Course Contenu détaillé