Siebel Pages - CUSTOMER PORTAL

SIEBEL HOME PAGE

CUSTOMER PORTAL TOP PART

CUSTOMER PORTAL MIDDLE PART

CUSTOMER PORTAL BOTTOM PART

How to Process Payments

Payments in Siebel can only be processed with the use of the customer's credit card. Before processing a payment, it is a good idea to check the due date of the bill and the payable amount. If the customer can not fulfill the full amount on the due date, processing a PTP is recommended. The process is very short and easy but  it may become challenging if you don't know where to find the Payment Tab. Apparently, the tab has been in hiding for the longest time. For the instructions, the first 3 steps are the same as PTP; just setting your expectations.

Step 1

Once you have pulled up the customer's account, you will have the Customer Portal  Page.  Inside the Current Billing Accounts' Applet highlight the applicable Billing Account Number. Click on the "Balance" button to launch the balance pop-up box. 

Step 2

Determine if the customer has a payable amount and check the due date by downloading the bill. Close the pop up by clicking on the X on the upper right corner.

Step 3

Click on the Billing Account No. hyperlink to proceed to the Billing Account List Page where you will find and click on the "Balance" tab.

Step 4

The payment tab is hidden and to find it, you need to click on the pull-down menu on the right side and click on payments.

Step 5

Processing the payment is easy. Just type in the credit card information of the customer on the blank fields and click on the Submit button. 

The receipt number will appear and you need to ask the customer to take note of the details and you need to paste it on your notes for documentation. Should there be an error, just try processing the payment again and double check the credit card number. If the payment is not accepted by the system, ask the customer for another credit card. 

Now that we know how to process the payment, let's talk about the details that you need to know about credit cards. 

Credit Card Number (13 TO 16 DIGITS)

Expiration Month and 

Expiration Year - details are printed on the card

CVC  (*three digit number on the back of the card)

Visa, MasterCard or Diners Club would have a

 3-digit CVV (Customer Verification Value) at the back of the card

American Express would have the 4-digit CID (Confidential Identifier Number) printed above the account number on the face of the card.

Payment Amount - this can be more or less than the customer’s current balance as some customers may want to make advance payments or are paying as part of a PTP.

It is best to follow the protocol of your institution when it comes to credit card privacy policy. In most cases the credit card number is not allowed to be read back to the customer. Always treat credit card payments with utmost security as you are working on sensitive customer information. Never type the credit card details on anything aside from the credit card field on the system. 

How to Create PTP

Promise To Pay or payment extension is a simple process in Siebel. Customers would call to have a payment extension since they are aware that they will not be able to pay their bills on or before the due date; and to avoid any suspension or barring of the services they will set a new date to settle the account and we need to process the details in Siebel. The PTP doesn't exempt the customer of the Late Payment Fee of $15 if their bill is more than $100. Always remember that the Minimum PTP amount is the Overdue Balance and the Maximum PTP amount is the Overdue Balance plus any due balance. For the detailed step by step instructions, please refer to the screenshots below.

Step 1

Once you have pulled up the customer's account, you will have the Customer Portal  Page.  Inside the Current Billing Accounts' Applet highlight the applicable Billing Account Number. Click on the "Balance" button to launch the balance pop-up box.

Step 2

Determine if the customer has a payable amount and check the due date by downloading the bill. Close the pop up by clicking on the X on the upper right corner.

Step 3

Click on the Billing Account No. hyperlink to proceed to the Billing Account List Page where you will find and click on the "Balance" tab.

Step 4

On the Promise to Pay applet, click on the "New" button to create a PTP Line Item.

Step 5

The line item will contain the Date Created details and the Status will be Pending. Scroll down and click the "New" button on the Promise To Pay Installment applet.

Step 6

Populate the Installment Due Date field by clicking on the product picker icon or just type in the date following the format DD/MM/YYYY. The due date must be within your delegation for it to be accepted by the system. 

Step 7

Populate the Installment Amount field by typing in the amount or use the product picker icon. The amount must be within your delegation. Afterwards, click on the "Submit" button. Beside the Installment Amount, the "Pending" status will change to "Accepted" indicating that the PTP has been accepted by the system.


Whenever we create a PTP in Siebel, always make sure that we are not going beyond our delegation for both the Installment Due Date and Installment Amount. If the PTP is beyond your delegation please consult your supervisor. 

Tip: Creating a PTP order inside the Billing Account List Page is as simple as clicking "New, New, Date, Amount and Submit". 

Basic Search Options

How to Search for Customer Accounts

In this page you'll be seeing screenshots and very short instructions on how to find customer accounts in Siebel. I plan to keep things simple and I hope that my methodology is applicable for you. As I have mentioned in my Introduction, no real life accounts will appear here but just general examples to help you remember the steps to become "Siebelized" - I kinda coined the term.

Asset Search:

The Look In field has a drop down menu and you have to select "Assets". Type in the Service Id field the phone number of primary web mail username of the customer. Click on Search Button and the search results will appear below it. This is the most effective way of searching for an account since most customers wouldn't know their account credentials but they definitely can provide their telephone number.

Billing Account Search:

The Look In field has a drop down menu and you have to select "Billing Account". Type in the Billing Account Id field the Account Number of the customer which they see on the first page of their bill. Click on Search Button and the search results will appear below it

Customer Account Search:

The Look In field has a drop down menu and you have to select "Customer Account". Type in the Bus/Last Name field the Surname of the customer; First Name field would be for the First Name and the Date of Birth must follow the Day/Month /Year format.The Customer ID Number field is an optional parameter and only applicable to trained users of the system. Click on Search Button and the search results will appear below it.

Order Search:

The Look In field has a drop down menu and you have to select "Orders". There are instances wherein an order needs follow-up or additional work and we need to search for it using the Order Number which is normally consists of 1- and twelve more numbers.Click on Search Button and the search results will appear below it.

There are other ways to search for an account but for the time being let's keep it simple and stick to the examples above.Cheers!

Topics and Coverage

Hi! This blog is designed to reinforce learning about the system we know as Siebel. Wikipedia gives a good history about Siebel and the general idea is that it was created by Thomas Siebel and Patricia House; was sold to Oracle and if you need more information then feel free to click on the link. Also, this blog will provide some materials about billing fundamentals, call handling skills, grammar review and accent training as well. I'm keeping my fingers crossed that I'll really be able to come up with good writings for the topics I have mentioned here. Just like any other book or reading material, allow me to dedicate this blog to my previous trainees who advised me to come up with an online script to help individuals who wish to learn even outside the training room.

So, below are the initial topics that we will cover for Siebel:

• How to Search for Customer Accounts
• How to Create PTP
• How to Process Payments
• How to Set-up Direct Debit
• How to Change the customer's Billing Address
• How to Add Contacts
• How to find the P.U.K. Code
• How to find the I.M.E.I.
• How to Change Plans
• How to Change Phone Numbers
• How to Disconnect Services
• How to Process the Magic C

Wow!!! That is some list, but I'm going just all spontaneous and I bet there will be more topics for me to add. Hope you're excited as I am! The real concept is for me to provide step by step, dummy proof instructions with pictures that will help you remember how such modifications are processed. Just a disclaimer, due to privacy policy all screenshots will NOT contain real customer information and they will have colored fonts that will really shout at you.