Siebel Life Sciences Guide > Capturing Adverse Events and Complaints >

Confirming Standard Setup for Service Requests

Before service requests can be logged against products, the Siebel administrator sets up the following:

• Products. Records need to be set up for products against which there may be adverse events and complaints.
• Product Lines and Categories. Product lines and categories can both be associated with codes. If you configure your application to filter codes according to product line or category, make sure to set these up. For more about codes, see Setting Up Codes.
• Assets. Asset records should be set up for devices with serial numbers. Assets do not need to be set up for items such as consumables.
• Activity Templates of type Service Request. Call center agents use activity templates to create service request activity plans—sets of predefined and scheduled activities associated with service requests.
• Solutions. Many service requests are similar to previously addressed issues. Solution documents contain information about previously resolved requests.
• LOVs for Type, Area, and Sub Area. These fields are particularly important for classifying service requests. You can customize these LOVs.

You may have already set these up for other reasons in Siebel Life Sciences. These set up tasks are standard in many Siebel applications and are not unique to Siebel Life Sciences.

TIP:   To aid call center agents with information gathering and problem diagnosis associated with adverse events and complaints, you may wish to set up SmartScripts. For more information about SmartScripts, see Siebel SmartScript Administration Guide.

This task is a step in Process of Capturing and Escalating Adverse Events and Complaints.

Setting up Products, Product Lines, Categories, Assets, Activity Templates, Solutions, and LOVs

For information, consult Table 40.