Siebel Field Service Guide

What's New in This Release

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Overview of Field Service

Field Service

Managing the Full Cycle of Field Service

Dispatch Board

Siebel Scheduler

Mobile Computing Support

Service Parts Information

Field Service Engineer Information

Field Service Engineer Activities

Service Inventory

Agreements and Contract Management

Preventive Maintenance and Asset Measurements

Shipping and Receiving

Oracle Business Intelligence

Siebel Wireless for Field Service

Field Service Application Design

Siebel Professional Services Automation

Field Service Engines

Administrative Tasks

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Service Support

Processing a Request for Service

Setting Up Service Support

Creating a Service Activity Template

Setting Up Service Metrics

Setting the Default Opened Date and Time for an SR

Process Flow for Logging Service Requests

Logging Service Requests

Generating a Service Charge Quote

Updating a Service Request

Generating Correspondence for a Service Request

Resolving a Service Request

Accounts Screen

Accounts Across Organizations View

Accounts View

Contacts View

Agreements View

Entitlements View

Service Profile View

Account Reports

Service Screen

Service Requests Across Organizations

Service Requests Views

Activity Plans View

Activities View

Attachments View

Audit Trail View

Calendar View

Change Requests View

Decision Issues View

Messages View

Service Details View

Service Hours View

Survey View

Invoices View

Metrics View

Orders View

Solutions View

Charts View

Service Reports

Audit Trail Overview

Audit Trail Content

Audit Trail for Siebel Remote Users

Service Request Solutions

Setting Up Problem Resolutions

Setting Up Solutions

Editing Resolution Documents

Administration - Solution Screen

Solutions View

Resolution Documents View

Related Solutions View

Service Requests View

Change Requests View

Solution Categories View

Solutions Screen

Solutions View

Resolution Documents View

Related Solutions View

Service Requests View

Change Requests View

Customer Satisfaction Survey View

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Field Service Activities

Field Service Activities

Field Service Activity Templates and Activity Plans

Category Field

Setting Up Field Service Activities

Setting Up Field Service Activity Templates

Alarms for Field Service Activities

Recording Field Service Activities

Monitoring Field Service Activities

Administration - Application Screen

Activity Templates View

Activities Screen

All Activities View

Charges View

Expense Tracker View

Part Tracker View

Instructions View

Invoices View

Readings View

Items View

Schedule View

Assignment Skills View

Steps View

Time Tracker View

Charts View

Activity Reports

Products Screen

Product Service Details View

Part Browser Screen

Using the Task UI Application to Perform Field Service Activities

Scenario for Performing Field Service Activities with the Task UI Application

Activating and Registering Tasks for Field Service Activities

Example of Using the Task UI Application to Execute a Field Service Activity

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Setting Up and Using Scheduling

About Schedules in Siebel Field Service

About Siebel Scheduler

About the Appointment Booking System

Scenario for the Appointment Booking System

About the Scheduling Optimizer

About Schedule Horizons and Time Zones

About Scheduling Heuristic Methods

What Happens During Appointment Booking?

Guidelines for Setting Up Scheduling

Rules Enforced by the Appointment Booking System

Guidelines for Integrating Scheduling with Wireless Updates

Guidelines for Integrating Scheduling with a Service Inventory System

Guidelines for Integrating Preventive Maintenance with the Appointment Booking System

Guidelines for Optimizing Schedules

Process of Setting Up Scheduling

Defining Schedule Hours

Setting Hours of Availability

Setting Exception Hours

Defining Service Regions

Creating Service Regions

Associating Schedules with Service Regions

Specifying Parent Service Regions

Defining Service Region Geographic Areas for the Optimizer

Defining Employee Availability and Schedules

Defining Hours for Employees

Adding Employee Schedule Information

Specifying Employees as Unavailable

Creating Time Windows for Scheduling

Creating Constraint Sets for Scheduling

Defining Constraints

Defining Constraint Sets

Creating Parameter Sets for Scheduling

Defining Cost Functions for the Optimizer

Setting Up Server Key Mappings

Setting Server Component Task Parameters

Reloading the ABS and Optimizer Caches

Loading Employee Data for Service Regions

Loading Activities for Service Regions

Reloading Service Regions to the Appointment Booking System Cache Manually

Overriding a Row Limit

Coalescing the Appointment Booking System

Reloading Service Regions to the Optimizer Cache Manually

Reloading the Appointment Booking System Cache Using Workflows

Process of Scheduling Activities

Adding Schedule Information for Activities (End User)

Booking Activity Appointments (End User)

Booking Appointments from the Activities Screen

Booking Appointments from the Service Screen

Canceling Appointments

Locking Schedules and Assignments (End User)

Optimizing Schedules (End User)

Optimizing Schedules Manually

Stopping the Optimization of a Service Region

About Optimization and Activity Status

Running Contract Scheduling (End User)

About Troubleshooting the Appointment Booking System and Optimizer

Troubleshooting the Appointment Booking System

Troubleshooting the Optimizer

About Configuring the Appointment Booking Display

About Enhancing the Performance of Siebel Scheduler

About the Relationship of Scheduler to the Server Request Broker

About Loading and Reloading Service Region Data

About Using Application Deployment Manager

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Setting Up and Using the Dispatch Board

About the Dispatch Board

About Process Flows for Dispatch Board Scheduling

Dispatch Board Screen Interface

Process of Setting Up the Dispatch Board

Setting System Preferences for the Dispatch Board

Setting User Preferences 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 the Label Information Displayed on the Dispatch Board

Changing the Time Zoom Intervals on the Dispatch Board

Changing the Days of the Week Displayed on the Dispatch Board

Enabling Applets for Drag and Drop onto the Dispatch Board

Adding User Preference Colors for the Dispatch Board

Optimizing Display Space on the Dispatch Board

Restricting the Employees that Display on the Dispatch Board

Process of Assigning Activities

Selecting Data to Display in the Dispatch Board's Gantt Chart (End User)

Searching for Activities in the Dispatch Board's Gantt Chart (End User)

Assigning Field Service Engineers for Activities (End User)

Creating Activities with the Dispatch Board (End User)

About Using the Dispatch Board Gantt Chart to Assign Activities

About Rescheduling Appointments in the Dispatch Board

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Agreements Overview

Automatic Entitlements

Agreement Management

Agreement Charges and Invoicing

Process of Setting Up Agreements

Defining Pricing for Agreements

Setting Up Agreement Renewal

Setting Up Agreement Validation

Setting Up Agreement Approval

Creating Agreements from Orders and Quotes

Configuring Data Maps to Copy Specified Items

Creating an Opportunity and Quote from an Agreement Line Item Renewal

Adding Assets to Agreement Line Items

Creating Revenue Plan Templates

Creating Term Templates

Running Charge Plans Using Workflows

Entitlements Overview

Process of Setting Up Entitlements

Setting System Preferences for Verifying Entitlements

Checking User Properties for Entitlements

Creating Entitlement Templates

Adding Schedule Information for Entitlements

Adding Escalation Times to Entitlements

Configuring Auto-Entitlement for Quotes and Orders

Process of Creating Agreements

Defining Agreements

Defining Charge Plans for Agreement Line Items

Defining Conditional Charge Plans for Agreement Line Items

Managing Agreement Line Item Revenue

Creating Documents for Agreements, Quotes, and Orders

Adding Agreement Terms to Agreements

Using Co-Terms

Process of Creating Entitlements

Defining Entitlements

Adding Service Request Information to Entitlements

Adding Preventive Maintenance Information to Entitlements

Workflows for Entitlement Creation and Verification

Workflow to Automatically Create Entitlements from an Entitlement Template

Workflow to Verify Entitlements on an Activity

Workflow to Verify Entitlements on an Order

Workflow to Verify Entitlements on a Quote

Workflow to Verify Entitlement on a Service Request

Workflow to Verify Entitlement with Best Response Time on a Service Request

Workflows for Agreement Renewal and Approval

Workflow to Automatically Renew Agreement Line Items

Workflow to Automatically Renew All Agreement Line Items

Workflow to Approve Agreements

Administration - Application Screen

Administration - Pricing Screen

Service Pricing View

Administration - Contracts Screen

Entitlement Templates View

Administration - Product Screen

Entitlements View

Agreements Screen

Agreements List View

Line Items View

Entitlements View

Service Requests View

Financials View

Terms and Totals View

Activities View

Activity Plans View

Approval History View

Attachments View

Discounts View

Notes View

Orders View

Entitlements Screen

Agreements Charts

Agreements Reports

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Siebel Advanced Contracts

About Advanced Contracts

Scenario for Advanced Contracts

Process of Managing Advanced Contracts

Creating Benefit and Condition Templates

Adding Terms to Agreements

Adding Benefits to Agreements

Adding Conditions to Benefits

Verifying Compliance

About Workflows for Advanced Contracts

About Business Services for Advanced Contracts

Contracts Accumulator Service

Contracts Resolver Service

Condition Evaluator Service

About Configuring the Revise Button

About Configuring the Add Benefits Button

About Configuring the Entitle Button

Using the Task UI Application to Add Assets to Agreements

Scenario for Adding Assets to Agreements with the Task UI Application

Activating and Registering Tasks for Adding Assets to Agreements

Example of Using the Task UI Application to Add Assets to Agreements

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Charges and Invoices

Charges and Invoices Overview

About Cost, Price, and Rate Lists

Invoice Logic

Logic for Service Requests

Logic for Activities

Logic for Agreements

Process of Setting Up Charging

Setting Up NRC Plans

Setting Up Use Plans

Setting Up Conditional Charge Plans

Defining Contract Schedules

Creating Charges

Recording Billable Expenses

Processes for Setting Up Invoicing

Process for Setting Up Auto-Invoice

Process for Setting Up Customized Invoices

Creating Charge Consolidation Plans

Creating Invoices

Creating Invoices Manually

Generating Invoices Using Auto-Invoice

Consolidating Charges to Create Invoices

Post-Generation Invoice Tasks

Workflows for Charges and Invoices

Workflow to Create Agreement Charges

Workflow to Generate All Agreement Charges

Workflow to Create Conditional Charges

Workflow to Consolidate Charges

Workflow to Batch Consolidate Charges

Running Charges After Charge Consolidation Has Been Performed

Improving Workflow Performance and Scalability

Charges and Invoices Screens

Service Screen

Activities Screen

Administration - Contracts Screen

Agreements Screen

Contacts Screen

Accounts Screen

Invoices Screen

Invoice Report

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Using Third-Party Invoicing Applications

Invoicing Integration Overview

Invoicing Integration Terms

Required Setup Procedures

Configuring the Web Service

Optional Setup Procedures

Extending the Data Set

Turning Off Invoicing

Customizing Invoicing

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Fulfillment Overview

Fulfillment Engine

Part Locator Engine

Parameters for the Fulfillment and Part Locator Engines

Substitution and Allocation Flags

Parameters for the Fulfillment Engine

Setting Parameters for the Fulfillment and Part Locator Engines

Invoking the Fulfillment Engine

Setting Up and Configuring Order Fulfillment

Setting Up Order Processes

Setting Up the Fulfillment and Part Locator Engines

Fulfilling Orders

Administration - Product Screen

Products View

Product Service Details View

Administration - Data Screen

Order Actions View

Order Types View

Service Order Screen

Line Items View

Fulfillment View

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Service Inventory

Service Inventory Overview

Inventory Structure

Inventory Locations

Inventory Relationships

Tracking an Inventory Location

Inventory and Product Serialization

Asset Transactions

Inventory Transactions

Bulk Inventory Transactions

Mobile Inventory Transactions

Setting Up Service Inventory

Defining Products for Field Service

Setting Up an Inventory

Setting Up Inventory Transactions

Synchronizing Remote and Local Databases

Tracking Inventory

Creating Inventory Transactions

Scrapping Inventory

Administration - Service Screen

Parts Movement Administration View

Inventory Administration View

Administration - Product Screen

Products View

Product Service Details View

Inventory Screen

Inventory Locations View

Product Inventory View

Generate Orders View

Pending Orders View

Vendors View

Relationships View

Roles View

Cycle Counts View

Part Browser Screen

Parts View

Inventory Transactions Screen

Inventory Transactions View

Assets View

Activities Screen

Part Tracker View

Inventory Reports

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Shipping and Receiving

Shipping Orders

Process Shipment Button

Receiving Orders

Checks and Validations for Shipping and Receiving

Process Receipt Button

Shipping and Receiving Hierarchical Assets

Processing and Tracking Shipments

Processing and Tracking Receipts

Shipping Screen

Shipments View

Shipping Reports

Receiving Screen

All Pending Orders View

Receive Orders Views

Line Items Receipts View

All Unknown Receipts View

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Features of Siebel Quality

Quality and Release Manager

Example Process for Quality

Process for Setting Up and Maintaining Quality

Process for Logging Change Requests

Process for Assessing Change Requests

Process for Resolving Change Requests

Process for Verifying Change Request Closures

Process for Creating Patch Requests

Setting Up Roles and Responsibilities

Setting Up Lists of Values

Mapping Area-Subarea Combinations

Adding Release Product Builds

Logging Change Requests (QA End User)

Assessing Change Requests (Product Marketing End User)

Resolving Change Requests (Engineering End User)

Verifying Change Request Closures (QA End User)

Creating Patch Requests (Release Management End User)

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Cycle Counting and Replenishment

Cycle Counting

Configuration of the Cycle Counting Engine

System Preferences for the Cycle Counting Engine

Parameters for the Cycle Counting Engine

Invoking the Cycle Counting Engine

Tracing Levels for the Cycle Counting Engine

Setting Up Cycle Counting

Running the Cycle Counting Engine

Replenishment Engine

Configuration Parameters of the Replenishment Engine

System Preferences for the Replenishment Engine

Parameters for the Replenishment Engine

Setting the Implementation Logic for the Replenishment Engine

Invoking the Replenishment Engine

Setting Up Replenishment

Replenishing Inventory

Administration - Service Screen

Inventory Location Types View

Products Screen

Service Details View

Inventory Screen

Inventory Locations View

Cycle Counts Screen

Cycle Counts Views

Cycle Counting Report

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Release Manager

Release Manager

Release Manager Structure

Product Release Process

Business Scenario for Release Manager

Setup Scenario for Administrators

Scenario for Product Marketing

Scenario for Engineering

Scenario for Quality Assurance

Scenario for Technical Publications

Maintenance Scenario for Administrators

Example Process Flow for Release Manager

Administrator Setup Procedures

Product Marketing End-User Procedures

Engineering End-User Procedures

Quality Assurance End-User Procedures

Technical Publications End-User Procedures

Administrator Maintenance Procedures

Administrator Setup Procedures for Release Manager

Setting Up Releases

Setting Up the Access List

Setting Up Project Teams

Setting Up Lists of Values

Setting Up Activity Templates

Product Marketing End-User Procedures for Release Manager

Creating Features and Subfeatures

Adding MRDs

Monitoring Features and MRDs

Monitoring Release Items

Engineering End-User Procedures for Release Manager

Adding Engineering Tasks and Linking Features

Adding a Subtask to an Engineering Task

Monitoring Engineering Tasks

Quality Assurance End-User Procedures for Release Manager

Creating Test Plans and Linking Features

Creating Test Strategies

Recording a Test Pass and Linking a Test Plan

Associating Change Requests with a Test Pass

Monitoring Test Results

Technical Publications End-User Procedures for Release Manager

Creating Technical Documents and Linking Features

Adding Activity Plans to Technical Documents

Administrator Maintenance Procedures for Release Manager

Adding Product Prototypes

Synchronizing with Microsoft Project

Adding New Area and Subarea Combinations

Updating Test Plans and Test Strategies

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Properties of Assets

Asset Serialization

Asset Registration

Hierarchical Assets

Asset Transactions

Asset Swaps

Setting Up Assets

Creating Transactions and Components

Creating a Hierarchical Asset from a Product Bundle

Defining Field Engineer Assignments

Asset Mapping

Defining Asset Measurements

Obtaining Asset Information

Calculating the Value and Cost of an Asset

Associating Measurements with Assets

Recording Readings from Assets

Asset Dispatch Board

Setting User Preferences for the Asset Dispatch Board

Asset Dispatch Board Screen Interface

Using the Information Display Controls in the Gantt Chart

Scheduling Asset Activities

Administration - Pricing Screen

Asset Mapping View

Assets Screen

Assets View

Activities View

Employees View

Warranty View

Value View

Readings View

Charts View

Components View

Transactions View

Change Requests View

Repairs View

Relationships View

Measurements View

Preventive Maintenance View

Audit Trail View

Entitlements View

Uptime Data View

Attributes View

Explorer View

Explorer Across Organizations View

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Setting Up Warranties

Obtaining Information Warranties

Administration - Service Screen

Warranties View

Assets Screen

Warranty View

Service Order Screen

Warranty Subview

Products Screen

Warranties View

Repairs Screen

More Info View

Service Screen

Service Details View

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Preventive Maintenance

Preventive Maintenance

Preventive Maintenance Triggers

Logic Governing Triggers

Prioritization of PM Plans for Date and Time Interval Triggers

Time Interval Triggers

Date Triggers

Usage Triggers

Threshold Triggers

Event Triggers

PM Plans and Actions

Service Request Templates

Preventive Maintenance Engine

Validating PM Plans for an Asset

Running the Preventive Maintenance Engine

System Preferences for the Preventive Maintenance Engine

Parameters for the Preventive Maintenance Engine

Setting Up the Preventive Maintenance Engine

Generating Preventive Maintenance Activities

Administration - Service Screen

Service Request Templates View

Service Request Template Activities View

Preventive Maintenance Screen

Plans View

Triggers View

Products View

Actions View

History View

Assets Screen

Plans Subview

History Subview

Agreements Screen

Preventive Maintenance Subview

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Siebel Repair

How Items Are Received for Repair

Repair Numbers

Repair Activities

Repair Orders

Asset Repair Histories

Process of Generating Inventory Transactions for Repairs

Setting Up and Configuring Repairs

Setting Up Repair Activities

Processing Defective Items for Repair

Repairs Screen

More Info View

Activity Plans View

Activities View

Repair Reports

Assets Screen

Repairs View

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Barcode Concepts and Terms

Barcode Reader Input

The Barcode Interface

The Barcode Toolbar

Printing Barcodes in Reports

Scanning Barcodes for Toolbar Actions

Entering Information from a Barcode Reader

Finding Information with a Barcode Reader

Setup and Configuration for Barcode Reading

Setting Up a Barcode Interface

Changing the Barcode Font for a Report

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Engines Logging Levels

Business Service Engines for Siebel Field Service

Server Component Aliases

Logging Levels

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Business Service Methods Reference for Field Service


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

GetElapsedBusinessTime Method

IsHoliday Method

ISS Copy Service Business Service

Asset Management

FS Asset Swap Service Business Service

SwapAssetEntitlements Method

SwapAssetWarranties Method

FS Asset Warranty Service Business Service

CheckAssetWarranty Method

CreateAssetWarranty Method

GetAssetWarranties Method


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

Cycle Counting

FS Cycle Counting Business Service

GenerateCounts Method

Dispatch Board

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

FS Activity Cache Business Service

CleanUpCacheTable Method


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


FS Fulfillment Service Business Service

Fulfill Method

GenPickTickets Method

FS Part Locator Service Business Service

Locate Method


FS Inventory Transaction Business Service

AddAssetsToTxn Method

AggrAssetsPerProdPerSource Method

BulkTransfer Method

CommitTxn Method

GetDetails Method

SetTxnDetails Method

SetTxnDetailsFromTxnSet Method


FS Charge Consolidation Business Service

CancelInvoice Method

ConsolidateCharge Method

Preventive Maintenance

FS Preventive Maintenance Business Service

GeneratePM Method


FS Replenish Business Service

GenerateOrder Method

UnlockAllInventories Method


Invoking the ABS and Optimization Engine Methods

ABS Methods

CancelAppointment Method

CancelRequest Method

ConfirmAppointment Method

DefragmentServiceRegion Method

GetAppointment Method

GetAppointments Method

GetConfirmedAppointment Method

LoadActivities Method

LoadEmployees Method

ReloadServiceRegion Method

UnloadEmployees Method

Optimization Engine Methods

CancelAppointment Method

GetConfirmedAppointment Method

LoadActivities Method

LoadEmployees Method

Optimize Method

ReloadServiceRegion Method

StopOptimize Method

UnloadEmployees Method

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Siebel Field Service Guide Copyright © 2007, Oracle. All rights reserved.