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Siebel Field Service Guide
What's New in This Release
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Overview of Field Service
About Field Service
Service Center Calls
Numbers for Business Components
Dispatch Board
Siebel Scheduler
Mobile Computing Support
Information for Service Products
Information for Field Service Engineers
Activities for Field Service Engineers
Service Inventories
Agreements and Siebel Contract Management
Preventive Maintenance and Asset Measurements
Shipping and Receiving
Oracle Business Intelligence
Siebel Wireless
Project and Resource Management for Field Service
Reports for Field Service
Usage of Application Deployment Manager
Application Design for Field Service
Engines for Field Service
Administrative Tasks for Field Service
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Service Requests and Solutions
About the Process Flow for Service Requests
About Service Requests
Entitlement Selection
Date Committed
Assign Command
About Service Request Charts
About Solutions
About Siebel Audit Trail
Siebel Audit Trail Content
Siebel Audit Trail for Remote Users
Process of Administering Service Requests
Setting Up Service Metrics
Setting Default Date and Time for Opened Field
Process of Administering Solutions
Creating Solution Records
Associating Additional Information with Solutions
Allowing Editing of Resolution Documents
Process of Managing Service Requests
Viewing Account Information
Creating Service Requests
Selecting Entitlements for Service Requests
Associating Activities with Service Requests
Associating Change Requests with Service Requests
Adding Assets to Service Requests
Creating Orders for Service Requests
Generating Quotes for Service Requests
Viewing Part Movements for Service Requests
Viewing Metrics for Service Requests
Researching Service Requests
Resolving Service Requests
Process of Managing Solutions
Viewing Solution Records
Associating Solutions with Service Requests
Adding Information to Solutions
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Service Activities
About Service Activities
Service Activity Templates and Activity Plans
Category Field
About Activity Charts
About Using the Task UI Application to Perform Service Activities
Scenario for Performing Service Activities with the Task UI Application
Process of Administering Service Activities
Creating Activity Templates
Adding Information to Activities in Activity Templates
Process of Managing Service Activities
Managing Alarms for Service Activities
Creating Service Activities
Adding Information to Activities
Recording Expenses for Activities
Recording Labor for Activities
Viewing On-Hand Inventory
Ordering Items for Activities
Recording Part Movements for Activities
Recording Asset Swaps
Completing Activities
Viewing Activities for Field Service Engineers
Using the Task UI Application to Perform a Service Activity
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Schedules
About Schedules
About Siebel Scheduler
About the Appointment Booking System
Scenario for the Appointment Booking System
About the Schedule Optimizer
About Schedule Horizons and Time Zones
About Heuristic Methods for Schedules
About Appointment Booking
Guidelines for Setting Up Schedules
Rules for the Appointment Booking System
Guidelines for Integrating Schedules with Wireless Updates
Guidelines for Integrating Schedules with Inventory Applications
Guidelines for Integrating Preventive Maintenance with the Appointment Booking System
Guidelines for Optimizing Schedules
About Information in Employee Schedules
About Running Contract Scheduling
About Troubleshooting the Appointment Booking System and Optimizer
Troubleshooting the Appointment Booking System
Troubleshooting the Optimizer
About Configuring the Book Appointment Dialog Box
About Enhancing the Performance of Siebel Scheduler
About Siebel Scheduler and the Server Request Broker
About Loading and Reloading Data for Service Regions
Process of Administering Schedules
Defining Schedule Hours
Setting Hours of Availability
Setting Exception Hours
Defining Breaks
Defining Service Regions
Creating Service Regions
Associating Schedules with Service Regions
Specifying Parent Service Regions
Defining Geographic Areas for the Optimizer
Defining Schedules and Availability for Employees
Defining Hours for Employees
Specifying Employees as Unavailable
Creating Time Windows for Schedules
Creating Constraint Sets for Schedules
Defining Constraints
Defining Constraint Sets
Creating Parameter Sets for Schedules
Defining Cost Functions for the Optimizer
Setting Up Server Key Mappings
Setting Parameters for Server Component Tasks
Reloading the ABS and Optimizer Caches
Loading Employee Data for Service Regions
Loading Activity Data for Service Regions
Moving Activities Between Service Regions
Reloading Data for Service Regions to the Appointment Booking System Cache
Overriding the Data Row Limit
Coalescing the Appointment Booking System
Reloading Data for Service Regions to the Optimizer Cache
Creating Workflows to Reload Data for Service Regions to the Appointment Booking System Cache
Process of Managing Schedules
Adding Schedule Information to Activities
Booking Appointments for Activities
Canceling Appointments for Activities
Locking Assignments and Schedules for Activities
Optimizing Schedules
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Dispatch Board
About the Dispatch Board
About Process Flows for Dispatch Board Scheduling
About the User Interface for the Dispatch Board
About Using the Dispatch Board Gantt Chart to Assign Activities
About Rescheduling Appointments on the Dispatch Board
Process of Administering the Dispatch Board
Changing the System Preference for the Dispatch Board
Configuring Assignment Scores for the Dispatch Board
Optimizing Display Speeds for the Dispatch Board
Setting Up Dispatcher Users
Displaying Additional Information on the Dispatch Board Y-Axis
Adding Drilldowns to the Dispatch Board
Adding Query Fields to the Dispatch Board
Changing Information for the Dispatch Board Gantt Chart
Changing Time Zoom Intervals on the Dispatch Board Gantt Chart
Changing Days of the Week for the Dispatch Board Gantt Chart
Enabling Applets for Drag and Drop to the Dispatch Board
Adding User Preference Colors to the Dispatch Board
Optimizing Display Space on the Dispatch Board
Restricting the Displayed Employees on the Dispatch Board
Process of Managing the Dispatch Board
Setting User Preferences for the Dispatch Board
Displaying Data in the Dispatch Board Gantt Chart
Searching for Activities in the Dispatch Board Gantt Chart
Assigning Activities to Field Service Engineers
Creating Activities from the Dispatch Board
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Agreements and Entitlements
About Agreements
Automatic Entitlements for Agreements
Management of Agreements
Charges and Invoicing for Agreements
Co-Terms for Agreements
Agreement Copying
About Agreement Charts
About Entitlements
Process of Administering Agreements
Defining Pricing for Agreements
Setting Up Renewal for Agreements
Setting Up Agreement Validation
Setting Up Approval for Agreements
Creating Agreements from Orders and Quotes
Configuring Data Maps to Copy Specified Data
Allowing Automatic Creation of Renewal Quotes and Opportunities
Adding Multiple Assets to Agreement Line Items
Creating Revenue Plan Templates
Creating Term Templates
Running Charge Plans for Agreement Line Items Using Workflows
Process of Administering Entitlements
Changing System Preferences for Entitlements
Viewing User Properties for Entitlements
Creating Entitlement Templates
Defining Metrics for Entitlement Templates
Defining Products for Entitlement Templates
Associating Entitlement Templates with Products
Defining Service Details for Entitlement Templates
Defining Pricing Details for Entitlement Templates
Defining Preventive Maintenance Plans for Entitlement Templates
Defining Exceptions for Service Activities
Adding Schedule Information to Entitlements
Configuring Auto-Entitlement for Quotes and Orders
Process of Managing Agreements
Creating Agreements
Verifying Agreements
Associating Other Records with Agreements
Submitting Agreements for Approval
Viewing Entitlements and Products for Agreements
Viewing Agreements for Contacts
Renewing Line Items for Agreements
Defining Charge Plans for Agreement Line Items
Defining Conditional Charge Plans for Agreement Line Items
Managing Line Item Revenue for Agreements
Generating Documents for Agreements
Process of Managing Entitlements
Creating Entitlements
Associating Other Records with Entitlements
Adding Service Information to Entitlements
Adding Metrics for Entitlements
Verifying Entitlements for Service Requests
Adding Preventive Maintenance Plans to Entitlements
Workflows for Agreement Renewal and Approval
FS - Agreement Renewal Item Workflow
FS - Agreement Renewal All Workflow
ISS Approval (Agreement) Workflow
Workflows for Entitlement Creation and Verification
FS - Create Entitlement Workflow
FS - Verify Entitlement Activity Workflow
FS - Verify Entitlement Order Best Price Workflow
FS - Verify Entitlement Quote Best Price Workflow
FS - Verify Entitlement SR Workflow
FS - Verify Entitlement SR Best Response Time Workflow
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Siebel Advanced Contracts
About Siebel Advanced Contracts
Scenario for Siebel Advanced Contracts
About Workflows for Siebel Advanced Contracts
About Configuring Buttons for Siebel Advanced Contracts
Add Benefits Button
Auto Entitlement Button
About Using the Task UI Application to Add Assets to Agreements
Scenario for Adding Assets to Agreements with the Task UI Application
Process of Administering Siebel Advanced Contracts
Creating Benefit Templates
Creating Condition Templates
Process of Managing Siebel Advanced Contracts
Adding Terms to Agreements
Adding Benefits to Agreements
Adding Conditions to Benefits
Verifying Compliance
Using the Task UI Application to Add Assets to Agreements
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Charges and Invoices
About Charges and Invoices
About Lists for Charges and Invoices
About Logic for Generating Invoices
Logic for Service Requests
Logic for Activities
Logic for Agreements
About Improving Performance and Scalability of Workflows for Charges
Process of Administering Charges
Setting Up NRC Plans
Setting Up Use Plans
Setting Up Conditional Charge Plans
Defining Contract Schedules
Process of Administering Invoices
Setting Up Auto-Invoice
Creating Charge Consolidation Plans
Consolidating Charges to Generate Customized Invoices
Canceling Charges After Charge Consolidation Completion
Process of Managing Charges
Creating Charges Manually
Creating Charges Automatically
Process of Managing Invoices
Creating Invoices Manually
Creating Invoices Automatically
Printing Invoices
Associating Payments with Invoices
Workflows for Charges and Invoices
FS - Generate Agreement Charge Workflow
FS - Generate All Agreement Charges Workflow
FS - Generate Agreement Charge wo Goto Charges View Workflow
FS - Generate Conditional Charge Process Workflow
FS - Charge Consolidation Workflow
FS - All Charge Consolidation Workflow
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Third-Party Invoicing Applications
About Invoice Integration
Process of Configuring Invoice Integration
Configuring the Web Service
Extending the Data Set
Disabling Invoicing
Customizing Invoicing
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Fulfillment
About Fulfillment
About the Fulfillment Engine
Part Locator Engine
Component Parameters for the Fulfillment and Part Locator Engines
Substitution and Allocation Options
Parameters for the Fulfillment and Part Locator Engines
Methods for Starting the Fulfillment Engine
Process of Administering Fulfillment
Setting Component Job Parameters for the Fulfillment and Part Locator Engines
Setting Up Product Fulfillment
Setting Up Processing for Orders
Process of Managing Fulfillment
Setting Up the Fulfillment and Part Locator Engines
Adding Details to Order Line Items
Fulfilling Orders Using the Fulfillment Engine
Allocating and De-Allocating Products Manually
Locating and Allocating Products Using the Part Locator Engine
Generating Pick Tickers for Orders
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Service Inventories
About Service Inventories
About Structure for Service Inventories
About the Process Flow for Setting Up Service Inventories
Inventory Locations
Inventory Relationships
Tracking Inventory
About Inventory Transactions
Mobile Inventory Transactions
Asset Transactions
Serialization for Products
Process of Administering Service Inventories
Defining Products for Inventories
Setting Up Location Types for Inventories
Setting Up Inventory Levels
Setting Up Inventory Transaction Types
Setting Up Siebel Remote
Committing Transactions from Mobile Computers
Process of Managing Service Inventories
Creating Inventory Locations
Adding Products to Inventory Locations
Associating Vendors with Inventory Locations
Associating Roles with Inventory Locations
Defining Relationships Between Inventory Locations
Viewing Inventory Statuses
Creating Inventory Transactions
Moving Parts Between Trunks
Performing Bulk Inventory Transactions
Scrapping Inventories
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Shipping and Receiving
About Shipping Orders
About Receiving Orders
About Validations for Shipping and Receiving Transactions
About Hierarchical Assets for Shipping and Receiving
Process of Managing Shipping
Shipping Products in Orders
Finding Pick Tickets for Order Line Items
Consolidating Pick Tickets
Creating Waybills for Pick Tickets
Process of Managing Receiving
Receiving Products in Orders
Receiving Repaired Products from Third-Party Vendors
Viewing All Lines Items for Orders
Adding Information to Unknown Receipts
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Cycle Counting and Replenishment
About Cycle Counting
About the Cycle Counting Engine
Configuration Parameters for the Cycle Counting Engine
System Preference Table for the Cycle Counting Engine
Parameters for the Cycle Counting Engine
Methods for Starting the Cycle Counting Engine
About the Replenishment Engine
Configuration Parameters for the Replenishment Engine
Component Parameters for the Replenishment Engine
Parameters for the Replenishment Engine
Implementation Logic for the Replenishment Engine
Methods for Starting the Replenishment Engine
Process of Administering Cycle Counting
Setting Component Job Parameters for the Cycle Counting Engine
Changing System Preferences for the Cycle Counting Engine
Defining Configuration Parameters for Inventory Location Types
Defining Cycle Counting Classes for Products
Configuring Tracing for the Cycle Counting Engine
Process of Managing Cycle Counting
Setting Up the Cycle Counting Engine
Setting Up Cycle Counts
Specifying the Products for Cycle Counts
Generating Cycle Counts
Viewing Pending Cycle Counts
Recording Results of Cycle Counts
Completing Cycle Counts
Adjusting Inventory for Cycle Counts
Process of Managing Replenishment
Setting Up Replenishment
Replenishing Inventories
Viewing Pending Orders for Replenishment
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Quality Management
About Siebel Quality
Features of Siebel Quality
Siebel Quality and Release Manager
Process of Administering Siebel Quality
Setting Up Roles and Responsibilities
Setting Up Lists of Values
Mapping Area-Subarea Combinations
Adding Release Product Builds
Process of Managing Siebel Quality
Logging Change Requests
Assessing Change Requests
Resolving Change Requests
Verifying Change Request Closures
Creating Patch Requests
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Release Management
About Release Manager
Structure for Release Manager
Product Release Process
Scenarios for Release Manager
Process of Administering Release Manager
Setting Up Releases
Setting Up Access Lists
Setting Up Project Teams
Setting Up Lists of Values
Setting Up Activity Templates
Adding Product Prototypes
Adding Area-Subarea Combinations
Updating Test Plans and Test Strategies
Process of Managing Release Manager
Managing Product Marketing Work for Release Manager
Managing Engineering Work for Release Manager
Managing Quality Assurance Work for Release Manager
Managing Technical Publications Work for Release Manager
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Assets
About Assets
Serialization of Assets
Registration of Assets
Hierarchical Assets
Asset Transactions
Asset Swaps
About the Asset Dispatch Board
Gantt Chart
Unscheduled Activities List
About Asset Charts
Process of Administering Assets
Configuring Account Service Teams
Defining Assignment Rules
Creating Asset Mapping Records
Setting Up Measurement Types for Products
Process of Managing Assets
Creating Assets
Associating Other Records with Assets
Creating Transactions for Assets
Creating Hierarchical Assets from Product Bundles
Defining Assignments for Field Service Engineers
Viewing Other Records Associated with Assets
Viewing Components for Assets
Viewing Changes to Assets
Viewing the Operating Statuses of Assets
Calculating Adjusted Cost of Assets
Calculating Value and Replacement Cost of Assets
Associating Measurement Types with Assets
Recording Readings for Assets
Analyzing Readings for Assets
Managing the Information Display in the Gantt Chart of the Asset Dispatch Board
Scheduling Activities for Assets
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Warranties
About Warranties
Process of Administering Warranties
Creating Warranties
Adding Products to Warranties
Associating Warranties with Service Providers
Process of Managing Warranties
Viewing Warranty Information
Verifying Warranties
Associating Warranties with Assets
Associating Warranties with Order Line Items
Tracking Warranty Recovery
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Preventive Maintenance
About Preventive Maintenance
About Triggers for Preventive Maintenance
Logic for Triggers
Prioritization of PM Plans for Date and Time Interval Triggers
Time Interval Triggers
Date Triggers
Usage Triggers
Threshold Triggers
Event Triggers
About Plans and Actions for Preventive Maintenance
About the Preventive Maintenance Engine
Validating PM Plans for Assets
Parameters for the Preventive Maintenance Engine
Improving Performance of the Preventive Maintenance Engine
Methods for Starting the Preventive Maintenance Engine
Process of Administering Preventive Maintenance
Setting Component Job Parameters for the Preventive Maintenance Engine
Creating Service Request Templates for Preventive Maintenance
Process of Managing Preventive Maintenance
Setting Up the Preventive Maintenance Engine
Creating Preventive Maintenance Plans
Associating Products and Assets with PM Plans
Associating Activity Templates with PM Plans
Associating Service Request Templates with PM Plans
Running Preventive Maintenance Plans
Viewing Generated Actions for Preventive Maintenance Plans
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Repairs
About Repairs
Receiving Products for Repair
Repair Numbers
Repair Activities
About Generating Inventory Transactions for Repairs
About Shipping Defective Products to Third-Party Vendors
About Receiving Repaired Products from Third-Party Vendors
Exchanging an Asset During a Third-Party Repair
Returning Products to Good Inventory
Inventory Levels for Repaired Products
Process of Managing Repairs
Creating Repair Records
Adding Information to Repair Records
Creating Orders for Repairs
Creating Transactions for Receiving Defective Products Over-the-Counter
Creating Transactions for Shipping Defective Products to Third-Party Vendors
Viewing the History of Repairs
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Barcodes
About Barcodes
About the Barcode Toolbar
About Printing Barcodes in Reports
About Scanning Barcodes for Toolbar Actions
About Using Barcode Readers
Setting Up the Barcode Interface
Process of Managing Records with Barcode Readers
Creating New Records for Barcode Data
Updating Records with Barcode Data
Finding Records with Barcode Readers
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Engine Logging Levels
About Business Service Engines for Field Service
Server Component Aliases
Changing Logging Levels
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Business Service Methods in Field Service
About Business Services in Field Service
Business Service Methods for Advanced Contracts
Contracts Accumulator Business Service
Manage Running Total Method
Contracts Resolver Business Service
Resolve Transaction Amount Method
Condition Evaluator Business Service
Evaluate Condition Method
Business Service Methods for Agreements
FS Agreement Charge Business Service
CalculateRCAdjustAmount Method
GenerateAdjustmentCharge Method
GenerateNRCCharge Method
GenerateRCCharge Method
GenerateUsageCharge Method
FS Agreement Renewal Business Service
RenewAgreement Method
RenewAllAgreements Method
FS Holiday API Service Business Service
GetElapsedBusinessTime Method
IsHoliday Method
ISS Copy Service Business Service
Business Service Methods for Assets
FS Asset Swap Service Business Service
SwapAssetEntitlements Method
SwapAssetWarranties Method
FS Asset Warranty Service Business Service
CheckAssetWarranty Method
CreateAssetWarranty Method
GetAssetWarranties Method
Business Service Methods for Charges
FS Generate Conditional Charge Process Business Service
GenerateCharge Method
GetCondCharge Method
FS Service Charge Business Service
CreateExpenseCharge Method
CreateExpenseEntitlementCharge Method
CreateOrderCharges Method
CreatePartsCharge Method
CreatePartsEntitlementCharge Method
CreateServiceCharges Method
CreateTimeCharge Method
CreateTimeEntitlementCharge Method
Business Service Methods for Cycle Counting
FS Cycle Counting Business Service
GenerateCounts Method
Business Service Methods for the Dispatch Board
FS Activity Cache Business Service
CleanUpCacheTable Method
FS Dispatch Board Utils Business Service
AssetAssignActivity Method
AssetUnassignActivity Method
AssignActivity Method
CalculateFromToAddresses Method
CalculateDistanceVals Method
GetCalculatedDistanceVals Method
GetEmployeeScores Method
GetWirelessCoverage Method
UnassignActivity Method
FS Service Region Business Service
GetServiceRegionId Method
Business Service Methods for Entitlements
FS Create Entitlement Business Service
CreateCoveredProds Method
CreateEntitlements Method
GetEntitlementTemplates Method
ValidateEntitlementTemplates Method
FS Verify Entitlement Business Service
GenerateList Method
GetBestPricedEntitlement Method
GetBestResponseTime Method
GetNextItem Method
GetPrice Method
GetResponseTime Method
GetTimeZone Method
ShowEntitlementPickList Method
UpdateEntitlementCounter Method
VerifyPricingEntitlement Method
VerifyServiceEntitlement Method
Business Service Methods for Fulfillment
FS Fulfillment Service Business Service
Fulfill Method
GenPickTickets Method
FS Part Locator Service Business Service
Locate Method
Business Service Methods for Inventories
FS Inventory Transaction Business Service
AddAssetsToTxn Method
AggrAssetsPerProdPerSource Method
BulkTransfer Method
CommitTxn Method
GetDetails Method
SetTxnDetails Method
SetTxnDetailsFromTxnSet Method
Business Service Methods for Invoices
FS Charge Consolidation Business Service
CancelInvoice Method
ConsolidateCharge Method
Business Service Methods for Preventive Maintenance
FS Preventive Maintenance Business Service
GeneratePM Method
Business Service Methods for Replenishment
FS Replenish Business Service
GenerateOrder Method
UnlockAllInventories Method
Methods for Schedules
About Calling the ABS and Optimizer Methods
Methods for the ABS
CancelAppointment Method
CancelRequest Method
ConfirmAppointment Method
DefragmentServiceRegion Method
GetAppointment Method
GetAppointments Method
GetConfirmedAppointment Method
LoadActivities Method
LoadEmployees Method
ReloadServiceRegion Method
UnloadEmployees Method
Methods for the Optimizer
CancelAppointment Method
GetConfirmedAppointment Method
LoadActivities Method
LoadEmployees Method
Optimize Method
ReloadServiceRegion Method
StopOptimize Method
UnloadEmployees Method
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