Bookshelf Home | Contents | Index | Search | PDF

Siebel Field Service Guide > Service Support >

Logging Requests for Service

---

The first set of tasks the service representative performs in response to a request for service includes recording the request and attempting to solve the problem. If the service representative cannot resolve the problem, the agent may set up field service activities, select the engineers, schedule the engineers, and, finally, inform the engineers of their assignments.

The following procedures suggest a typical workflow that is initiated upon receiving a request for service.

To verify an account, a contact, and an asset

Navigate to the Accounts screen.
Query for the caller's account.
Select the record for the caller's account and click the hyperlink in the Account Name field.

The Contacts list appears, showing authorized contacts for that account.

In the Contacts list, query for the caller's name.
Click the Assets view tab.

The Assets list shows assets associated with the selected account.

In the Assets list, query for the asset the call is about.
If you want to see the product with which the asset is associated, click the Service Profile view tab.

The Service Profile list shows products associated with the selected account. The Assets list shows the assets associated with a selected product.

To log a service request

Navigate to the Service screen.
Create a service request record.
Enter values for the required fields.
In the Asset # field, select the asset requiring service.

NOTE:  The Siebel state model controls the behavior of the Status and Substatus fields. See Siebel Business Process Designer Administration Guide for a detailed explanation of the state model.

To verify the service agreements and entitlements for an account

Navigate to the Accounts screen.
Select an account record.
Click the Agreements tab.

The Agreements list shows agreements associated with this account. The Start, End, and Valid fields show which agreements are in effect.

Click the Entitlements tab.

The Entitlements list shows agreements associated with this account. The Agreement field shows the agreement with which the entitlement is associated.

To select an entitlement for a service request

Navigate to the Service screen.
Select a service request that has an associated account or contact.
On the More Info tab, click Verify.

The Pick Entitlement dialog box appears showing only entitlements that match the criteria for this service request. If no entitlements appear, the selected service request is not entitled to receive service.

In the Pick Entitlement dialog box, select an entitlement and click OK.

To verify the valid hours for completing a service request

NOTE:  For this procedure to work, you must first verify the entitlement. See To verify the service agreements and entitlements for an account.

Navigate to the Service screen.
Select a service request.
Click the Service Hours tab.

The Service Hours list shows the hours during which a customer is entitled to receive service.

To verify the warranties for an asset

Navigate to the Service screen.
Select a service request.
Click the Service Details view tab.
In the Service Details form, click the show more button.
In the Warranty As Of field, enter the date on which to verify a valid warranty.
Click Check Warranty.

The Product Warranty, Component Warranty, and Manufacturer Warranty check boxes indicate, when checked, which of these warranties are in effect on the date you entered.

To associate a change request to a service request

Navigate to the Service screen.
Select a service request.
Click the Change Requests view tab.
In the Change Requests list, click Add.
In the Add Change Request dialog box, select an existing change request or create a new one.

For information on entering change requests, see Quality.

To associate an activity plan with a service request

Navigate to the Service screen.
Select a service request.
Click the Activity Plans view tab.
In the Activity Plans list, add a new activity plan record.
In the Template field, select an activity plan template on which to base this activity plan.
Enter values for the other fields, as needed.

For information about activity plans and activity templates, see Field Service Activities.

To associate an activity with a service request

Navigate to the Service screen.
Select a service request.
Click the Activities view tab.
In the Activities list, add a new activity record.
Enter values for the fields, as needed.

Bookshelf Home | Contents | Index | Search | PDF