This figure shows the following:

1. A customer provides their account information to a CSR.

2. Using Siebel CRM, the CSR searches for the customer's account.

3. The customer requests billing information.

4. Using Siebel CRM, the CSR requests account balance, invoice details, unbilled usage, payments, or adjustments from BRM, or creates payments and adjustments in BRM.

5. BRM sends the requested information to Siebel CRM or creates a payment or adjustment and reports the successful creation to Siebel CRM.

6. The CSR shares the requested information with the customer.

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