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About the Process Flow for Service Requests

Figure 1 shows the process flow for managing a service request from a customer.

Figure 1. Process Flow for Managing a Service Request

This process flow includes the following steps:

1. Receive a request for service.
2. Generate a service request.
3. Verify the request by confirming the following information:
   • The account
   • The caller (contact)
   • Assets
   • Entitlements for service
   • Warranties
4. Try to solve the problem by using known solutions.
5. If known solutions do not solve the problem, then generate activities for service.
6. Order parts, if needed.
7. Schedule a field service engineer, and assign activities to that field service engineer, if needed. For more information, see Scheduling Using Siebel Scheduler and Dispatch Board.
8. Perform the activities.
9. Close the service request.