Siebel Field Service Guide > Scheduling and Dispatch > Optimization Engine >

Using the Workflow Manager

Scheduling is best considered as a business process. For the Optimizer to be useful, it must be fully integrated into the normal process of delivering service. The Workflow Manager is the primary vehicle for ensuring this integration. Most Siebel customers using the Optimizer would use the Workflow Manager to accomplish the following tasks:

• Manual updates to a schedule
• Locking in manual changes
• Synchronizing a schedule with manual changes
• Updating a schedule for contractual commitments
• Notify a manager by email of rejected activities
• Moving activities to a secondary service region
• Verifying a declined assignment through wireless and reassignment

Availability of Parts

Availability of parts is a constraint only for the Optimizer, not the ABS. Data loaded into the Optimizer cache includes all trunk inventories for all field service engineers in a service region.

The Optimizer parameter Consider Parts includes the availability of parts in an engineer's trunk inventory when considering the engineer for assignment to an activity. The parameter Parts Period sets the number of hours that the loaded parts list is valid for an optimization. For more information, see Scheduling Parameters.

If parts are considered, and the activity includes a part with an Order Item number, and then the product can be drop-shipped for the service call; the Optimizer does not consider this part as a constraint in scheduling. For more information, see the Part Tracker View.

NOTE:  To be considered for a service call, parts in a trunk inventory must have a status of Good and an availability of On Hand.