This figure shows the following process:

1. A customer provides his or her account information to a CSR.

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

3. The customer inquires about a specific invoice.

4. The CSR queries the invoices for that customer.

5. BRM sends the list of invoices to Siebel CRM.

6. The CSR does one of the following:

   • Selects an invoice from the list. The following occurs:

     1. Siebel CRM requests the invoice header, invoice summary, and invoice details from BRM.

     2. BRM sends the invoice header, summary, or detail data to Siebel CRM.

   • Highlights an invoice and clicks View Invoice. The following occurs:

     1. Siebel CRM requests the invoice PDF from WebCenter Content.

     2. WebCenter Content sends the invoice PDF to Siebel CRM.

7. The CSR views the information or PDF and shares it with the customer.

Copyright © 2009, 2017, Oracle and/or its affiliates. All rights reserved.