WorksheetsSiebel CRS Workflow Quiz - Temp
Total questions: 19
Worksheet time: 10mins
What is the first step to create a service request from the Res tab in Siebel?
Select Retrieve Booking
Select Create Service Request
Select Create Inquiry
Enter the ship and sail date
What should you do if the booking information such as guest name or payment amounts does not automatically populate in the Call Logging tab?
Ignore the missing information
Enter the booking number in the Booking # field
Restart the Siebel application
Contact technical support immediately
After clicking Retrieve Booking, what details should you verify?
The guest's address and phone number
The correct ship and sail date
The payment method
The travel agent's name
If the booking was just created, what limitation does the system have?
It will not allow you to enter a booking number
It will not be able to retrieve the booking
It will delete the booking automatically
It will send an error message to the guest
What should you do if the correct ship and sail date are not retrieved after clicking Retrieve Booking?
Ignore the error and proceed
Correct the booking number, clear the ship and sail date, and retrieve again
Restart the computer
Call the guest for more information
What is the first step to begin categorizing a call in Siebel according to the workflow process guide?
Click on the Categories tab and select New
Click on the Reports tab and select Edit
Click on the Home tab and select Start
Click on the Categories tab and select Delete
What is the purpose of using an asterisk (*) when searching for a category in the Category Name applet?
To delete all categories
To better filter and search for categories
To save the selected category
To exit the search window
Where should a very brief description be entered after selecting the category in the Siebel workflow process?
In the Category Name field
In the Expanded Category Description field
In the Category Type drop box
In the Search bar
After sending Service History Remarks, which child tab should you select to proceed with creating a workflow in Siebel?
Activities
Workflows
Categories
Related SRs
In the Workflows tab, which button must be selected to start the process of creating a new workflow?
Query
Add Workflow
Menu
Copy
What does the Type field represent when creating a workflow in Siebel?
The workflow's priority
The Department to which the workflow is being sent
The workflow's status
The workflow's creation date
If you are creating a workflow for the Accounting department, what should you select in the Type field?
Service
Accounting
Technical
Customer Support
Which field should you use to select the type of workflow being submitted in Siebel?
Status field
Attribute Name field
Booking # field
Due Dates field
When completing a workflow for a Refund what should you enter in the Comments section?
Customer Name
Credit Card Type (Visa, Mastercard, etc)
Booking Number
Amount Refunded
What should you always do when typing in the Additional Instructions section for a workflow?
Use only technical terms
Write in all capital letters
Always say “please” and “thank you”
Leave the section blank
What should you do after entering the Additional Instructions in the Workflow?
Click Submit Workflow
Log out of the system
Delete the workflow
Print the workflow
If you receive an error message after submitting the workflow, what is the correct action to take?
Ignore the message and continue
Read the message and correct the workflow
Restart the computer
Contact the customer immediately
Which child tab should you click on to add remarks related to service history?
Service History Remarks
Workflow Details
Customer Information
Additional Instructions
What is the correct sequence of actions after clicking on the Service History Remarks child tab?
Select New, Enter remarks, Select Send to Service History
Enter remarks, Select New, Select Send to Service History
Select Send to Service History, Enter remarks, Select New
Select New, Select Send to Service History, Enter remarks
