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Defining Assignments for Field Service Engineers (End User)

You can assign teams of employees to assets and accounts. An asset service team is a group of service personnel associated with an asset. Set up this team for field service environments that contain large pieces of equipment. Possibly the same individuals must service a set of equipment. After you assign the appropriate field service engineers to an asset, you can then define primary, secondary, or tertiary role priorities for each engineer.

An account service team is a group of service personnel associated with an account or an account site. This team either works at the account site, or employees contact the team about breaks, fixes, preventive maintenance, or related tasks at the site. The service personnel are then ranked as primary, secondary, or tertiary to make sure that sufficient coverage is available. Employees consider these defined role priorities to assign activities to appropriate candidates.

When you assign teams of employees to an asset or account, you expedite service to customers for the following reasons:

• Customers know the circumstances of the installation and how to allocate the activities between the team members.
• Customers know the service team and the appropriate contact for a service requirement.
• Customers can address special clearances and other entry requirements for secured locations once for the assigned team, instead of several times for different individuals.

This topic includes the following related information:

• Creating Asset Service Teams
• Assigning Role Priorities to Asset Service Team Employees
• Creating Account Service Teams
• Assigning Role Priorities to Account Service Team Employees

This task is a step in Process of Managing Assets.

Creating Asset Service Teams

To create asset service teams, you associate employees with an asset. For more information about associating skills with employees, see Siebel Assignment Manager Administration Guide.

To create an asset service team

1. Navigate to the Assets screen, then the List view.
2. Select an asset record.
3. Scroll down to the Asset form.
4. In the Employees field, select the appropriate field service engineers.

   To view a list of the selected employees, navigate to the Employees view in the List view of the Assets screen.

Assigning Role Priorities to Asset Service Team Employees

You can assign different levels of role priority to employees associated with an asset. When dispatchers assign an activity relating to the asset, the primary, secondary, and tertiary candidates appear in ascending order of received assignment scores. For more information about using role priorities to assign activities, see Role Priorities.

Assignment rules can use role priorities to support prioritized assignment of primary, secondary and tertiary field service engineers. Primary engineers receive the highest score, then the secondary engineers, and finally, the tertiary engineers. For more information about defining candidates for assignment rules, see Defining Assignment Rules and Siebel Assignment Manager Administration Guide.

Perform the steps in the following procedure to assign roles to asset service team employees.

NOTE:  For this procedure, employees are already associated with the asset. For more information, see Creating Account Service Teams.

To assign role priorities to asset service team employees

1. Navigate to the Assets screen, then the List view.
2. Drill down on the Asset number (#) field for a selected asset, and click the Employees view tab.
3. In the Role field, select a primary, secondary, or tertiary role for each employee.

Creating Account Service Teams

After you configure the applets and views so that Siebel Field Service includes an Employees view in the Accounts List view for the Accounts screen (similar to the Employees view in the List view of the Assets screen), you can create the account service team. The procedure for creating account service teams is similar to the procedure for creating asset service teams. For more information, see Creating Asset Service Teams.

Assigning Role Priorities to Account Service Team Employees

Role priorities for an account service team identify the primary, secondary or tertiary engineer who can assist the account with a service activity.

After you create an account service team, you can assign role priorities for each employee. The procedure for assigning role priorities to account service team employees is similar to the procedure for assigning role priorities to asset service team employees. For more information, see Assigning Role Priorities to Asset Service Team Employees.

You can use role priorities when defining assignment rules in Assignment Manager. For more information, see Defining Assignment Rules. For more information about using role priorities to assign activities, see Role Priorities.