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Siebel Field Service Guide
What's New in This Release
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Overview of Field Service
Field Service
Managing the Full Cycle of Field Service
Dispatch Board
Siebel Scheduler
Mobile Computing Support
Service Parts Information
Field Service Engineer Information
Field Service Engineer Activities
Service Inventory
Agreements and Contract Management
Preventive Maintenance and Asset Measurements
Shipping and Receiving
Field Service Analytics Applications
Siebel Wireless for Field Service
Field Service Application Design
Siebel Professional Services Automation
Field Service Engines
Administrative Tasks
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Service Support
Processing a Request for Service
Setting Up Service Support
Creating a Service Activity Template
Setting Up Service Metrics
Setting the Default Opened Date and Time for an SR
Process Flow for Logging Service Requests
Logging Service Requests
Generating a Service Charge Quote
Updating a Service Request
Generating Correspondence for a Service Request
Resolving a Service Request
Accounts Screen
Accounts Across Organizations View
Accounts View
Contacts View
Agreements View
Entitlements View
Service Profile View
Account Reports
Service Screen
Service Requests Across Organizations
Service Requests Views
Activity Plans View
Activities View
Attachments View
Audit Trail View
Calendar View
Change Requests View
Decision Issues View
Messages View
Service Details View
Service Hours View
Survey View
Invoices View
Metrics View
Orders View
Solutions View
Charts View
Service Reports
Audit Trail Overview
Audit Trail Content
Audit Trail for Siebel Remote Users
Service Request Solutions
Setting Up Problem Resolutions
Setting Up Solutions
Editing Resolution Documents
Administration - Solution Screen
Solutions View
Resolution Documents View
Related Solutions View
Service Requests View
Change Requests View
Solution Categories View
Solutions Screen
Solutions View
Resolution Documents View
Related Solutions View
Service Requests View
Change Requests View
Customer Satisfaction Survey View
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Field Service Activities
Field Service Activities
Field Service Activity Templates and Activity Plans
Category Field
Setting Up Field Service Activities
Setting Up Field Service Activity Templates
Alarms for Field Service Activities
Recording Field Service Activities
Monitoring Field Service Activities
Administration - Application Screen
Activity Templates View
Activities Screen
All Activities View
Charges View
Expense Tracker View
Part Tracker View
Instructions View
Invoices View
Readings View
Items View
Schedule View
Assignment Skills View
Steps View
Time Tracker View
Charts View
Activity Reports
Products Screen
Product Service Details View
Part Browser Screen
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Setting Up and Using Scheduling
About Schedules in Siebel Field Service
About Siebel Scheduler
About the Appointment Booking System
Scenario for the Appointment Booking System
About the Scheduling Optimizer
About Schedule Horizons and Time Zones
About Scheduling Heuristic Methods
What Happens During Appointment Booking?
Guidelines for Setting Up Scheduling
Rules Enforced by the Appointment Booking System
Guidelines for Integrating Scheduling with Wireless Updates
Guidelines for Integrating Scheduling with a Service Inventory System
Guidelines for Integrating Preventive Maintenance with the Appointment Booking System
Guidelines for Optimizing Schedules
Process of Setting Up Scheduling
Defining Schedule Hours
Setting Hours of Availability
Setting Exception Hours
Defining Service Regions
Creating Service Regions
Associating Schedules with Service Regions
Specifying Parent Service Regions
Defining Service Region Geographic Areas for the Optimizer
Defining Employee Availability and Schedules
Defining Hours for Employees
Adding Employee Schedule Information
Specifying Employees as Unavailable
Creating Time Windows for Scheduling
Creating Constraint Sets for Scheduling
Defining Constraints
Defining Constraint Sets
Creating Parameter Sets for Scheduling
Defining Cost Functions for the Optimizer
Setting Up Server Key Mappings
Setting Server Component Task Parameters
Reloading the ABS and Optimizer Caches
Loading Employee Data for Service Regions
Loading Activities for Service Regions
Reloading Service Regions to the Appointment Booking System Cache Manually
Overriding a Row Limit
Coalescing the Appointment Booking System
Reloading Service Regions to the Optimizer Cache Manually
Reloading the Appointment Booking System Cache Using Workflows
Process of Scheduling Activities
Adding Schedule Information for Activities (End User)
Booking Activity Appointments (End User)
Booking Appointments from the Activities Screen
Booking Appointments from the Service Screen
Canceling Appointments
Locking Schedules and Assignments (End User)
Optimizing Schedules (End User)
Optimizing Schedules Manually
Stopping the Optimization of a Service Region
Running Contract Scheduling (End User)
About Troubleshooting the Appointment Booking System and Optimizer
Troubleshooting the Appointment Booking System
Troubleshooting the Optimizer
About Configuring the Appointment Booking Display
About Enhancing the Performance of Siebel Scheduler
About the Relationship of Scheduler to the Server Request Broker
About Loading and Reloading Service Region Data
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Setting Up and Using the Dispatch Board
About the Dispatch Board
About Process Flows for Dispatch Board Scheduling
Dispatch Board Screen Interface
Process of Setting Up the Dispatch Board
Setting System Preferences for the Dispatch Board
Setting User Preferences for the Dispatch Board
Optimizing Display Speeds for the Dispatch Board
Setting Up Dispatcher Users
Displaying Additional Information on the Dispatch Board Y-Axis
Adding Drilldowns to the Dispatch Board
Adding Query Fields to the Dispatch Board
Changing the Label Information Displayed on the Dispatch Board
Changing the Time Zoom Intervals on the Dispatch Board
Changing the Days of the Week Displayed on the Dispatch Board
Enabling Applets for Drag and Drop onto the Dispatch Board
Adding User Preference Colors for the Dispatch Board
Process of Assigning Activities
Selecting Data to Display in the Dispatch Board's Gantt Chart (End User)
Searching for Activities in the Dispatch Board's Gantt Chart (End User)
Assigning Field Service Engineers for Activities (End User)
Creating Activities with the Dispatch Board (End User)
About Using the Dispatch Board Gantt Chart to Assign Activities
About Rescheduling Appointments in the Dispatch Board
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Agreements
Agreements Overview
Automatic Entitlements
Agreement Management
Agreement Charges and Invoicing
Process of Setting Up Agreements
Defining Pricing for Agreements
Setting Up Agreement Renewal
Setting Up Agreement Validation
Setting Up Agreement Approval
Creating Agreements from Orders and Quotes
Configuring Data Maps to Copy Specified Items
Creating an Opportunity and Quote from an Agreement Line Item Renewal
Adding Assets to Agreement Line Items
Creating Revenue Plan Templates
Creating Term Templates
Running Charge Plans Using Workflows
Entitlements Overview
Process of Setting Up Entitlements
Setting System Preferences for Verifying Entitlements
Checking User Properties for Entitlements
Creating Entitlement Templates
Adding Schedule Information for Entitlements
Adding Escalation Times to Entitlements
Configuring Auto-Entitlement for Quotes and Orders
Process of Creating Agreements
Defining Agreements
Defining Charge Plans for Agreement Line Items
Defining Conditional Charge Plans for Agreement Line Items
Managing Agreement Line Item Revenue
Creating Documents for Agreements, Quotes, and Orders
Adding Agreement Terms to Agreements
Using Co-Terms
Process of Creating Entitlements
Defining Entitlements
Adding Service Request Information to Entitlements
Adding Preventive Maintenance Information to Entitlements
Workflows for Entitlement Creation and Verification
Workflow to Automatically Create Entitlements from an Entitlement Template
Workflow to Verify Entitlements on an Activity
Workflow to Verify Entitlements on an Order
Workflow to Verify Entitlements on a Quote
Workflow to Verify Entitlement on a Service Request
Workflow to Verify Entitlement with Best Response Time on a Service Request
Workflows for Agreement Renewal and Approval
Workflow to Automatically Renew Agreement Line Items
Workflow to Automatically Renew All Agreement Line Items
Workflow to Approve Agreements
Administration - Application Screen
Administration - Pricing Screen
Service Pricing View
Administration - Contracts Screen
Entitlement Templates View
Administration - Product Screen
Entitlements View
Agreements Screen
Agreements List View
Line Items View
Entitlements View
Service Requests View
Financials View
Terms and Totals View
Activities View
Activity Plans View
Approval History View
Attachments View
Discounts View
Notes View
Orders View
Entitlements Screen
Agreements Charts
Agreements Reports
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Charges and Invoices
Charges and Invoices Overview
About Cost, Price, and Rate Lists
Invoice Logic
Logic for Service Requests
Logic for Activities
Logic for Agreements
Process of Setting Up Charging
Setting Up NRC Plans
Setting Up Use Plans
Setting Up Conditional Charge Plans
Defining Contract Schedules
Creating Charges
Recording Billable Expenses
Processes for Setting Up Invoicing
Process for Setting Up Auto-Invoice
Process for Setting Up Customized Invoices
Creating Charge Consolidation Plans
Creating Invoices
Creating Invoices Manually
Generating Invoices Using Auto-Invoice
Consolidating Charges to Create Invoices
Post-Generation Invoice Tasks
Workflows for Charges and Invoices
Workflow to Create Agreement Charges
Workflow to Generate All Agreement Charges
Workflow to Create Conditional Charges
Workflow to Consolidate Charges
Workflow to Batch Consolidate Charges
Running Charges After Charge Consolidation Has Been Performed
Improving Workflow Performance and Scalability
Charges and Invoices Screens
Service Screen
Activities Screen
Administration - Contracts Screen
Agreements Screen
Contacts Screen
Accounts Screen
Invoices Screen
Invoice Report
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Using Third-Party Invoicing Applications
Invoicing Integration Overview
Invoicing Integration Terms
Required Setup Procedures
Configuring the Web Service
Optional Setup Procedures
Extending the Data Set
Turning Off Invoicing
Customizing Invoicing
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Fulfillment
Fulfillment Overview
Fulfillment Engine
Part Locator Engine
Parameters for the Fulfillment and Part Locator Engines
Substitution and Allocation Flags
Parameters for the Fulfillment Engine
Setting Parameters for the Fulfillment and Part Locator Engines
Invoking the Fulfillment Engine
Setting Up and Configuring Order Fulfillment
Setting Up Order Processes
Setting Up the Fulfillment and Part Locator Engines
Fulfilling Orders
Administration - Product Screen
Products View
Product Service Details View
Administration - Data Screen
Order Actions View
Order Types View
Service Order Screen
Line Items View
Fulfillment View
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Service Inventory
Service Inventory Overview
Inventory Structure
Inventory Locations
Inventory Relationships
Tracking an Inventory Location
Inventory and Product Serialization
Asset Transactions
Inventory Transactions
Mobile Inventory Transactions
Setting Up Service Inventory
Defining Products for Field Service
Setting Up an Inventory
Setting Up Inventory Transactions
Synchronizing Remote and Local Databases
Tracking Inventory
Creating Inventory Transactions
Scrapping Inventory
Administration - Service Screen
Parts Movement Administration View
Inventory Administration View
Administration - Product Screen
Products View
Product Service Details View
Inventory Screen
Inventory Locations View
Product Inventory View
Generate Orders View
Pending Orders View
Vendors View
Relationships View
Roles View
Cycle Counts View
Part Browser Screen
Parts View
Inventory Transactions Screen
Inventory Transactions View
Assets View
Activities Screen
Part Tracker View
Inventory Reports
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Shipping and Receiving
Shipping Orders
Process Shipment Button
Receiving Orders
Checks and Validations for Shipping and Receiving
Process Receipt Button
Shipping and Receiving Hierarchical Assets
Processing and Tracking Shipments
Processing and Tracking Receipts
Shipping Screen
Shipments View
Shipping Reports
Receiving Screen
All Pending Orders View
Receive Orders Views
Line Items Receipts View
All Unknown Receipts View
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Cycle Counting and Replenishment
Cycle Counting
Configuration of the Cycle Counting Engine
System Preferences for the Cycle Counting Engine
Parameters for the Cycle Counting Engine
Invoking the Cycle Counting Engine
Tracing Levels for the Cycle Counting Engine
Setting Up Cycle Counting
Running the Cycle Counting Engine
Replenishment Engine
Configuration Parameters of the Replenishment Engine
System Preferences for the Replenishment Engine
Parameters for the Replenishment Engine
Setting the Implementation Logic for the Replenishment Engine
Invoking the Replenishment Engine
Setting Up Replenishment
Replenishing Inventory
Administration - Service Screen
Inventory Location Types View
Products Screen
Service Details View
Inventory Screen
Inventory Locations View
Cycle Counts Screen
Cycle Counts Views
Cycle Counting Report
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Quality
Features of Siebel Quality
Quality and Release Manager
Example Process for Quality
Process for Setting Up and Maintaining Quality
Process for Logging Change Requests
Process for Assessing Change Requests
Process for Resolving Change Requests
Process for Verifying Change Request Closures
Process for Creating Patch Requests
Setting Up Roles and Responsibilities
Setting Up Lists of Values
Mapping Area-Subarea Combinations
Adding Release Product Builds
Logging Change Requests (QA End User)
Assessing Change Requests (Product Marketing End User)
Resolving Change Requests (Engineering End User)
Verifying Change Request Closures (QA End User)
Creating Patch Requests (Release Management End User)
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Release Manager
Release Manager
Release Manager Structure
Product Release Process
Business Scenario for Release Manager
Setup Scenario for Administrators
Scenario for Product Marketing
Scenario for Engineering
Scenario for Quality Assurance
Scenario for Technical Publications
Maintenance Scenario for Administrators
Example Process Flow for Release Manager
Administrator Setup Procedures
Product Marketing End-User Procedures
Engineering End-User Procedures
Quality Assurance End-User Procedures
Technical Publications End-User Procedures
Administrator Maintenance Procedures
Administrator Setup Procedures for Release Manager
Setting Up Releases
Setting Up the Access List
Setting Up Project Teams
Setting Up Lists of Values
Setting Up Activity Templates
Product Marketing End-User Procedures for Release Manager
Creating Features and Subfeatures
Adding MRDs
Monitoring Features and MRDs
Monitoring Release Items
Engineering End-User Procedures for Release Manager
Adding Engineering Tasks and Linking Features
Adding a Subtask to an Engineering Task
Monitoring Engineering Tasks
Quality Assurance End-User Procedures for Release Manager
Creating Test Plans and Linking Features
Creating Test Strategies
Recording a Test Pass and Linking a Test Plan
Associating Change Requests with a Test Pass
Monitoring Test Results
Technical Publications End-User Procedures for Release Manager
Creating Technical Documents and Linking Features
Adding Activity Plans to Technical Documents
Administrator Maintenance Procedures for Release Manager
Adding Product Prototypes
Synchronizing with Microsoft Project
Adding New Area and Subarea Combinations
Updating Test Plans and Test Strategies
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Assets
Properties of Assets
Asset Serialization
Asset Registration
Hierarchical Assets
Asset Transactions
Asset Swaps
Setting Up Assets
Creating Transactions and Components
Creating a Hierarchical Asset from a Product Bundle
Defining Field Engineer Assignments
Asset Mapping
Defining Asset Measurements
Obtaining Asset Information
Calculating the Value and Cost of an Asset
Associating Measurements with Assets
Recording Readings from Assets
Asset Dispatch Board
Asset Dispatch Board Screen Interface
Using the Information Display Controls in the Gantt Chart
Scheduling Asset Activities
Administration - Pricing Screen
Asset Mapping View
Assets Screen
Assets View
Activities View
Employees View
Warranty View
Value View
Readings View
Charts View
Components View
Transactions View
Change Requests View
Repairs View
Relationships View
Measurements View
Preventive Maintenance View
Audit Trail View
Entitlements View
Uptime Data View
Attributes View
Explorer View
Explorer Across Organizations View
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Warranties
Warranties
Setting Up Warranties
Obtaining Information Warranties
Administration - Service Screen
Warranties View
Assets Screen
Warranty View
Service Order Screen
Warranty Subview
Products Screen
Warranties View
Repairs Screen
More Info View
Service Screen
Service Details View
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Preventive Maintenance
Preventive Maintenance
Preventive Maintenance Triggers
Logic Governing Triggers
Prioritization of PM Plans for Date and Time Interval Triggers
Time Interval Triggers
Date Triggers
Usage Triggers
Threshold Triggers
Event Triggers
PM Plans and Actions
Service Request Templates
Preventive Maintenance Engine
Validating PM Plans for an Asset
Running the Preventive Maintenance Engine
System Preferences for the Preventive Maintenance Engine
Parameters for the Preventive Maintenance Engine
Setting Up the Preventive Maintenance Engine
Generating Preventive Maintenance Activities
Administration - Service Screen
Service Request Templates View
Service Request Template Activities View
Preventive Maintenance Screen
Plans View
Triggers View
Products View
Actions View
History View
Assets Screen
Plans Subview
History Subview
Agreements Screen
Preventive Maintenance Subview
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Repairs
Siebel Repair
How Items Are Received for Repair
Repair Numbers
Repair Activities
Repair Orders
Asset Repair Histories
Process of Generating Inventory Transactions for Repairs
Setting Up and Configuring Repairs
Setting Up Repair Activities
Processing Defective Items for Repair
Repairs Screen
More Info View
Activity Plans View
Activities View
Repair Reports
Assets Screen
Repairs View
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Barcodes
Barcode Concepts and Terms
Barcode Reader Input
The Barcode Interface
The Barcode Toolbar
Printing Barcodes in Reports
Scanning Barcodes for Toolbar Actions
Entering Information from a Barcode Reader
Finding Information with a Barcode Reader
Setup and Configuration for Barcode Reading
Setting Up a Barcode Interface
Changing the Barcode Font for a Report
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Engines Logging Levels
Business Service Engines for Siebel Field Service
Server Component Aliases
Logging Levels
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Business Service Methods Reference for Field Service
Agreements
FS Agreement Charge Business Service
CalculateRCAdjustAmount Method
GenerateAdjustmentCharge Method
GenerateNRCCharge Method
GenerateRCCharge Method
GenerateUsageCharge Method
FS Agreement Renewal Business Service
RenewAgreement Method
RenewAllAgreements Method
ISS Copy Service Business Service
Asset Management
FS Asset Swap Service Business Service
SwapAssetEntitlements Method
SwapAssetWarranties Method
FS Asset Warranty Service Business Service
CheckAssetWarranty Method
CreateAssetWarranty Method
GetAssetWarranties Method
Charges
FS Generate Conditional Charge Process Business Service
GenerateCharge Method
GetCondCharge Method
FS Service Charge Business Service
CreateExpenseCharge Method
CreateExpenseEntitlementCharge Method
CreateOrderCharges Method
CreatePartsCharge Method
CreatePartsEntitlementCharge Method
CreateServiceCharges Method
CreateTimeCharge Method
CreateTimeEntitlementCharge Method
Cycle Counting
FS Cycle Counting Business Service
GenerateCounts Method
Dispatch Board
FS Dispatch Board Utils Business Service
AssetAssignActivity Method
AssetUnassignActivity Method
AssignActivity Method
CalculateFromToAddresses Method
CalculateDistanceVals Method
GetCalculatedDistanceVals Method
GetEmployeeScores Method
GetWirelessCoverage Method
UnassignActivity Method
FS Service Region Business Service
GetServiceRegionId Method
FS Activity Cache Business Service
CleanUpCacheTable Method
Entitlements
FS Create Entitlement Business Service
CreateCoveredProds Method
CreateEntitlements Method
GetEntitlementTemplates Method
ValidateEntitlementTemplates Method
FS Verify Entitlement Business Service
GenerateList Method
GetBestPricedEntitlement Method
GetBestResponseTime Method
GetNextItem Method
GetPrice Method
GetResponseTime Method
GetTimeZone Method
ShowEntitlementPickList Method
UpdateEntitlementCounter Method
VerifyPricingEntitlement Method
VerifyServiceEntitlement Method
Fulfillment
FS Fulfillment Service Business Service
Fulfill Method
GenPickTickets Method
FS Part Locator Service Business Service
Locate Method
Invoices
FS Charge Consolidation Business Service
CancelInvoice Method
ConsolidateCharge Method
Preventive Maintenance
FS Preventive Maintenance Business Service
GeneratePM Method
Replenishment
FS Replenish Business Service
GenerateOrder Method
UnlockAllInventories Method
Scheduling
Invoking the ABS and Optimization Engine Methods
ABS Methods
CancelAppointment Method
CancelRequest Method
ConfirmAppointment Method
DefragmentServiceRegion Method
GetAppointment Method
GetAppointments Method
GetConfirmedAppointment Method
LoadActivities Method
LoadEmployees Method
ReloadServiceRegion Method
UnloadEmployees Method
Optimization Engine Methods
CancelAppointment Method
GetConfirmedAppointment Method
LoadActivities Method
LoadEmployees Method
Optimize Method
ReloadServiceRegion Method
StopOptimize Method
UnloadEmployees Method
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