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Field Service

The field service process begins with service requests and orders. A service request is a customer's request for information about or assistance with products or services. An order is a commitment on the part of the customer to purchase products and services at a specific price. Service requests are described in Service Support in this guide. Orders are described in Siebel Order Management Guide. Topics include:

• 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
• Field Service Analytics Applications
• Siebel Wireless for Field Service

The field service process typically consists of one of the following scenarios:

• A customer reports a problem to a service center and field engineers are dispatched to repair the item.
• A customer places an order with a service center and field engineers are dispatched to install the item.

Separate functional groups such as the service center, dispatch, field engineers, and parts business need to share information. Siebel Field Service integrates call center, dispatch, field activities, and service parts information in a single application. Siebel Field Service provides service center agents, warehouse staff, and field service engineers with the tools to respond to service requests and orders. Siebel Field Service handles tasks including the following:

• Receives service calls.
• Verifies service agreements and entitlements.
• Enters a service request.
• Searches for solutions.
• Creates activities for a service request.
• Assigns and dispatches field service engineers.
• Provides parts inventories for parts depots and trunk stock.
• Provides detailed customer configuration.
• Tracks parts consumption and logistics.
• Manages inventory replenishment.
• Integrates return materials authorizations and service orders.
• Provides field service engineers with complete service details, including the required skills, tools, and parts for all service activities.
• Manages repair of defective parts.
• Sets up and manages preventive maintenance plans.
• Tracks and analyzes service costs.
• Prepares invoices for service and tracks payments.
• Defines characteristics of assets and records readings from equipment (assets) in the field for preventive maintenance, billing, and service.

NOTE:  A Siebel implementation may not have all the features described in this guide, depending on which software modules have been purchased.