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Managing the Full Cycle of Field Service

Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Inbound service center calls are managed in this sequence:

  1. Enter a service request. Service request activities are created throughout the life cycle of the service request.
  2. Verify the service level agreements for the caller.
  3. Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution.
  4. Fill the order and ship the replacement parts to the customer or the field engineer.
  5. Dispatch activities to a field engineer with the right skill set, tools, time, and location.

When a call has been resolved, the engineer reports the details of the resolution from the field, updates the customer relationship database to reflect possible cross-selling opportunities, and updates and replenishes the service parts inventory on a just-in-time basis. An invoice can be issued to the customer as proof of work. Pending return material authorizations from customers are tracked from receiving the items and defective parts are managed through the repair cycle.

Siebel Field Service consists of the basic functions required by most service businesses, as well as optional functions that can be added to fit most field service requirements:

  • Base Field Service modules:
    • Call Management
    • Account/Contact Management
    • Field Activities Management
    • Warranty Management
    • Asset Management
    • Service Order Management
    • On-Site Services Management
    • Knowledge Management
    • Dispatch Board
    • Service Inventory
  • Optional Field Service modules:
    • Contract Management
    • Siebel Scheduler
    • Repair
    • Preventive Maintenance
    • Logistics Management
    • Shipping and Receiving
    • Quality Management (includes Quality and Release screens)
    • Barcodes
    • Pricer
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