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Example of the Partner Responding to Service Requests for Assets

This topic gives one example of field service with Siebel PRM. You might use this feature differently, depending on your business model

In this example, the partner uses the Assets screen to work with service requests for assets that customers have purchased. The brand owner can monitor the service requests for each asset.

This example consists of the following tasks:

• Assigning Assets to a Partner (Brand Owner)
• Logging a Service Request Against the Asset (Partner)
• Looking at the History of the Asset (Partner)
• Monitoring a Partner's Service of Assets (Brand Owner)

Assigning Assets to a Partner (Brand Owner)

A partner who services assets must have a list of assets that have been sold to each customer.

If the partner sells and services the product, the partner would create the asset record when it sells the product.

In this example, the brand owner sells products and the partner services them. When a brand owner sells a product, it assigns the asset to a partner company to be serviced.

To assign an asset to a partner company manually

1. Navigate to the Assets screen, then the List view.
2. In the Assets list, drill down on the name of the asset that you want to assign to the partner company.
3. In the More Info form, in the Organization field, click the Multiple Select button.
4. In the Pick Organization dialog box, select the organization of the partner company and click OK.

Logging a Service Request Against the Asset (Partner)

When a customer calls or comes in to request service on an asset, the partner service agent logs a service request against the asset.

The partner creates the service request record in the usual way, and associates it with an asset.

To log a service request against an asset

1. The partner navigates to the Service screen, then the Service Request List, and the My Customer's Service Requests view.
2. The partner creates a new Service Request record and fills out its fields as follows.
   1. In the More Info form, the partner clicks the show more button.
   2. In the More Info form, in the Asset field, the partner clicks the Single Select button and chooses the Asset.

Looking at the History of the Asset (Partner)

To help in responding to the service request, the partner service agent uses the Assets screen to view all past service requests associated with the asset, see when the asset was installed, and look at other features of the asset's history.

To look at the history of the asset

1. The partner navigates to the Assets screen.
2. In the Asset list, the partner drills down on the asset number for this asset.
3. The partner views information about the history of the asset in the Asset record and in the Activities, Notes, Service Requests, and Change Requests view tabs.

Monitoring a Partner's Service of Assets (Brand Owner)

At any time, the brand owner can use the Siebel PRM Manager to view all the assets of a partner and to view the service requests associated with these assets, to monitor the partner's service of each asset.

To monitor a partner's service of assets

1. Navigate to the Assets screen, then the List, and the All Assets Across Organization view.
2. Drill down on the desired asset.
3. In the More Info form, click Query, select the partner organization in the organization field of the query form, and click Go.

   All assets for that partner company appear in the Assets list.

4. In the Assets list, select an asset.
5. Click the Service Request view tab.

   All service requests for that asset appear.