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Preparing for the Day Using Siebel Service Handheld

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. If you are using Siebel Store-and-Forward Messaging to receive assigned activities, see Siebel Store-and-Forward Messaging Guide for a guide to setup and usage.

  CAUTION:  Siebel Service Handheld application filters allow you to review an activity that you create on the date it is created, when no Planned Start date is indicated. If you change the Planned Start date for the activity, you will see the following error message: "Error occurred while finding the prior place in the system". The activity will not be displayed in the Activity list view. The activity will instead be uploaded to the server database during the next handheld synchronization.

• Adds a note for a contact. The field technician adds a contact note for one of her contacts.
• 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. If the part is not available in the local database of the Service Handheld application, you can send an asynchronous query to the back-end Siebel application server. For more information on asynchronous query setup and usage, see Siebel Store-and-Forward Messaging Guide.
• 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. The tasks are as follows:

• To review an activity
• To add a note for a contact
• To order parts for an activity
• To accept and decline activities
• To record that you are en route to a customer visit

To review an activity

1. Navigate to the Activities screen.

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

2. In the Activities list, tap the hyperlink in the Activity # field.

   The Activities detail form appears.

3. In the Activities detail form, view the details for that activity by tapping the hyperlink in the following fields:
   • SR # (Service Request #). Tapping this hyperlink allows you to see the Service Request detail form.
   • Account. Tapping this hyperlink allows you to see the Account detail form.

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

To add a note for a contact

1. In the Activities list, tap the hyperlink in the Activity # field.

   The Activities detail view appears.

2. In the Activities detail form, tap the hyperlink in the Contact field.
3. In the Accounts detail form, tap Notes to see any notes for the contact.
4. In the Contact Notes form, tap New Note to add a new note.
5. From the Type drop-down list, select the type of contact note.
6. Enter your text in the Note field.
7. Tap Back to return to the Activities Details form.
8. Tap Back to return to the Activities list.

To order parts for an activity

1. In the Activities list, select an activity and tap Accept.
2. Tap the hyperlink in the Activity field.

   The Activities detail form appears.

3. In the Activities detail form, select Recommended Parts & Tools from the Show drop-down list.
4. In the Parts & Tools list, tap Check Trunk.

   The application checks the inventory in your vehicle 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.

   NOTE:  If you are unable to locate the part on your local database, you may send an asynchronous query to your back-end Siebel application server database. For information on setup and usage, see Siebel Store-and-Forward Messaging Guide.

5. 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 Recommended 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.

6. Tap the hyperlink in the Order # field, then in the Order Details list.
7. Tap the hyperlink in the Order Line # field.
8. After you have reviewed the order line details in the Order Line Details list, tap OK.
9. In the Order Details list, tap Print Order, then tap OK.

To accept and decline activities

1. Navigate to the Activities screen.
2. In the Activities list, select the activity and do either of the following:
   • Tap Accept to accept the activity.
   • Tap Decline to decline the activity.

To record that you are en route to a customer visit

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