Siebel Field Service Guide
Introduction
How This Guide Is Organized
What's New in This Release
Additional Resources
Revision History
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Overview of Field Service
About 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
Administrative Tasks
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Service Support
Processing a Request for Service
Setting Up Service Support
Procedures for Setting Up Service Support
Setting Up Problem Resolutions
Logging Requests for Service
Updating a Service Request
Solving a Service Request
Accounts Screen
Accounts Across Organizations
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
About Solutions
Setting Up Solutions
Solution Administration Screen
Solutions
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
Activities Overview
Using Activity Templates and Plans
About the Category Field
Setting Up Activities
Setting Up Field Service Activity Templates
Setting Alarms for Activities
Using Field Service Activities
Monitoring Field Service Activities
Application Administration Screen
Activity Templates View
Activities Screen
All Activities 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
Service Details View
Part Browser Screen
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Scheduling and Dispatch
About Schedules
Introduction to Siebel Scheduling
Business Requirements
Schedule Horizons
Service Regions
Schedules
Defining Schedules
Service Administration Screen
Scheduling Administration
Guidelines for Setting Up Scheduling
Setting Up Service Regions
Employee Availability and Schedules
Making Changes to a Schedule
Scheduling Parameters
Setting Up Server Processes, Performance, and Key-Based Routing
Scheduling Administration Screen
Constraints View
Service Screen
Activities Screen
Appointment Booking System
Best Practice: Preventive Maintenance and the ABS
The ABS Horizon
What Happens During Appointment Booking?
Requirements for Running the ABS
Optimization Engine
Schedule Optimization
Business Priorities
Break/Fix Activities and Contract Scheduling
Best Practices
Requirements for Optimization
Using the Workflow Manager
Contract Scheduling
Dispatch
Setting Up the Dispatch Board
Setting Up a Dispatcher
Assigning and Scheduling Field Service Activities Manually
Dispatch Board Screen
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Agreements
Agreements Overview
Automatic Entitlements
Agreement Management
Agreement Invoicing
Setting Up Agreements
Setting Up Entitlements
System Preferences for Verifying Entitlements
Using Agreements and Entitlements
Application Administration Screen
Pricing Administration Screen
Service Pricing View
Service Administration Screen
Entitlement Templates View
Non-Recurring Plans View
Use Plans View
Product Administration Screen
Product Measurements View
Product Entitlements View
Agreements Screen
Agreement View
Line Items View
Entitlements View
Line Item Revenue View
Service Requests View
Financials View
Terms and Totals View
Activities View
Activity Plans View
Approval History View
Attachments View
Documents View
Discounts View
Notes View
Orders View
Entitlements Screen
Agreements Charts
Agreements Reports
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Invoices
Invoice Overview
Invoice Logic
Logic for Service Requests
Logic for Activities
Invoice Logic for Agreements
Setup for Invoicing
Cost and Price Lists
Setting Up Automatic Invoicing for Agreements
Creating an Invoice
Service Screen
Activities Screen
Time Tracker View
Expense Tracker View
Part Tracker View
Invoices View
Agreements Screen
Line Items View
Contacts Screen
Accounts Screen
Invoices Screen
Invoices View
Line Items View
Line Item Details View
Payments View
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
System Preferences for the Fulfillment and Part Locator Engines
Substitution and Allocation Flags
System Preferences for the Fulfillment Engine
Parameters for the Fulfillment and Part Locator Engines
Running the Fulfillment Engine
Setup and Configuration
Setting Up Order Processes
Setting Up the Fulfillment and Part Locator Engines
Fulfilling Orders
Product Administration Screen
Products View
Product Field Service Details View
Data Administration Screen
Order Action Types View
Order Types View
Orders Screen
Line Items View
Fulfillment View
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Service Inventory
Service Inventory Overview
Setting Up an Inventory
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
Using Service Inventory
Tracking Inventory
Creating Inventory Transactions
Scrapping Inventory
Service Administration Screen
Parts Movement Administration View
Service Inventory View
Product Administration 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 Count View
Part Browser Screen
Product Inventory View
Inventory Transactions Screen
Inventory Transactions View
Assets View
Activities Screen
Part Tracker View
Inventory Reports
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Shipping and Receiving
Shipping
Process Shipment Button
Receiving
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
Pick Tickets 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
Methods to Run the Cycle Counting Engine
Tracing for the Cycle Counting Engine
Setting Up Cycle Counting
Running the Cycle Counting Engine
Replenishment
Configuration of the Replenishment Engine
System Preferences for the Replenishment Engine
Parameters for the Replenishment Engine
Methods to Run the Replenishment Engine
Setting Up Replenishment
Replenishing Inventory
Service Administration Screen
Inventory Location Types View
Products Screen
Service Details View
Inventory Screen
Inventory Locations View
Cycle Counts View
Cycle Counts Screen
Cycle Counts Views
Cycle Counting Report
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Quality
Example Process for Quality
Setup and Maintenance
Logging Change Requests
Assessing Change Requests
Resolving Change Requests
Verifying Change Request Closures
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
About Release Manager
Release Manager Structure
Product Release Process
Business Scenario for Release Manager
Example Process Flow for Release Manager
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
Associating Features With an MRD
Engineering End-User Procedures for Release Manager
Adding Engineering Tasks and Linking Features
Adding a Subtask to an Engineering Task
Quality Assurance End-User Procedures for Release Manager
Creating Test Plans and Linking Features
Creating Test Strategies
Associating a Test Plan with a Test Strategy
Recording a Test Pass and Linking a Test Plan
Associating Change Requests with a Test Pass
Viewing Test Plan 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
Adding New Area/Subarea Combinations
Updating Test Plans and Test Strategies
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Assets
Properties of Assets
Asset Serialization
Asset Registration
Hierarchical Assets
Asset Transactions
Setting Up Assets
Obtaining Information About Assets
Calculating the Value and Cost of an Asset
Setting Up Asset Measurements
Recording Readings From Assets
Pricing Administration Screen
Asset Mapping View
Product Administration Screen
Product Measurements View
Assets Screen
Assets View
Activities 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 Overview
Setting Up Warranties
Obtaining Information About Warranties
Service Administration Screen
Warranties View
Assets Screen
Warranty View
Orders 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 Overview
Preventive Maintenance Triggers
Logic Governing Triggers
Time Interval Triggers
Usage Triggers
Threshold Triggers
Event Triggers
PM Plans and Actions
Service Request Templates
The 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
Service Administration 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
Agreements Screen
Preventive Maintenance Subview
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Repairs
Overview of Siebel Repair
Receiving Items for Repair
Repair Numbers
Repair Activities
Repair Orders
Asset Repair Histories
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
Concepts and Terms
Barcode Reader Input
Using 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
Operation of Barcode Reading
Barcode Data Destinations
Barcode Data Processing
Barcode Data Searching
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Engines Logging Levels
Business Service Engines
Server Component Aliases
Logging Levels
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