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Capturing Adverse Events and Complaints as Service Requests (End User)

The creation of the service request by the call center agent is often the first step in AECM.

The following procedure assumes that you are familiar with the service request screen and associated functionality. (For information about the service request screen, see Siebel Field Service Guide.)

This task is a step in Process of Capturing and Escalating Adverse Events and Complaints.

To create a service request

1. Navigate to the Service Requests screen > Service Request List view.
2. In the Service Request list, create a new record and complete the necessary fields, such as account, contact, product, summary, and description.

   Some fields are described in the following table.

   Field	Comments
   Codes	Codes to describe or categorize the service request.
   Lot #	Select an existing lot number or enter a new lot number. You can enter a new lot number in one of two ways: Formally enter a new lot number using the New button on the Lot Setup dialog box. Use the Lot # field as a simple text field. If you enter a Lot # this way, the value is only stored in this product issue record and is not checked against a table of valid lot numbers. This does not create a new lot # record in the Lot Administration view.
   Product Issue	This is automatically flagged if the service request is escalated to a product issue.
   Type	Use this field to categorize the type of service request, for example, as a potential complaint.
   Area	The Type field constrains this drop-down list.
   Sub Area	The Area field constrains this drop-down list.

3. Search for a solution to the service request:
   1. Drill down on a record.
   2. Click the Solutions view tab.
   3. Create a new record to the Solutions list.
   4. In the Add Solutions dialog box, query for a solution and add it.
   5. In the Solutions list, drill down on the Name field to see details about the solution.

      For more information about solutions, see Siebel Field Service Guide.

4. Set up activities for the service request using an activity plan. For example, the appointments the field service engineer can be set up from the Activities view.

   For more information about field service activities, see Siebel Field Service Guide.

5. Dispatch a field engineer.

   For more information about dispatch and scheduling, see Siebel Field Service Guide.

6. If products or materials need to be returned for analysis, set up an RMA order.

   For more information about shipping and receiving, see Siebel Field Service Guide.