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Siebel Service Handheld Guide for Windows-Powered Devices > Using Service Handheld >

Preparing for the Day

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Before the field technician starts her day, she typically does the following:

Reviews an activity. Before starting out for the day the field technician reviews the details of the activities assigned for that day.
Adds a note for a contact. The field technician adds a contact note for one of her accounts.
Orders parts for an activity. Before going on a customer visit, the field technician verifies and orders any required parts and tools for the visit.
Accepts and declines activities. The field technician reviews the activities scheduled for the day and, after reviewing the activities, accepts or declines each activity.
Records that the field technician is en route to a customer visit. As the field technician heads out to the customer site, she records that she is en route to the customer site.

The following procedures are performed from the Activities screen. From the Activities view in the Activities screen, select the activity. Once the activity is selected, the following tasks may be performed in any order.

To review an activity

Navigate to the Activities view in the Activities screen.

The Activities list shows the activities for the day by the planned start time, in ascending order.

In the Activities list, tap the hyperlink in the Activity # field.
In the Activities Details form, view the details for that activity by tapping the hyperlink in the following fields:
SR # (Service Request #)
Account
Asset #

From the detail view for each field, tap the OK button to return to the Activities Details form.

To add a note for a contact

In the Activities list, tap the hyperlink in the Activity # field.
In the Accounts Details form, tap the hyperlink in the Contact field.
In the Accounts Contact Details form, tap Notes to see any notes for the contact.
In the Contact Notes form, tap New Note to add a new note.
From the Type drop-down list, select the type of contact note.
Enter your text in the Note field, then tap OK.
Tap Back to return to the Activities Details form.
Tap Back to return to the Activities list.

To order parts for an activity

In the Activities list, select an activity and tap Accept.
In the Activities Details form, select Parts & Tools from the Show drop-down list.
In the Parts & Tools list, tap Check Trunk.

The application checks the inventory in your trunk and returns the number of available parts. If the part is not available, it looks for a substitute part and adds a line item for the substitute part.

Tap Order Part.

If an order does not already exist for the part, the application generates an order.

NOTE:  You may generate an order for a line item from the Parts & Tools view and the Move Parts view. However, once the order is generated, you cannot undo the order from these views. You must go to the Service Request screen for that order, and delete the order from the Orders view.

Tap the hyperlink in the Order # field.
In the Order Details list, tap the hyperlink in the Order Line # field.
After you have reviewed the order line details in the Order Line Details list, tap OK.
In the Order Details form/list, tap Print Order.
Tap OK.

To accept and decline activities

Navigate to the Activities screen.
In the Activities list, select the activity and
Tap Accept to accept the activity.
Tap Decline to decline the activity.

To record that you are en route to a customer visit

Navigate to the Activities screen.
Select the activity in the Activities list and tap En Route.

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