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

Field Service Analytics Applications

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

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Scheduling and Dispatch

Siebel Scheduling


Business Requirements for Scheduling

Schedule Components

Defining Schedules

Administration - Service Screen

Scheduling Administration

Service Regions

Schedule Horizons

Guidelines for Setting Up Scheduling

Setting Up Service Regions

Employee Availability and Schedules

Making Changes to a Schedule

Scheduling Parameters

Setting Up Server Processes, Performance, and Key-Based Routing

Administration - Scheduling Screen

Constraints View

Service Screen

Activities Screen

Appointment Booking System

Best Practice: Preventive Maintenance and the ABS

ABS Horizon

What Happens During Appointment Booking?

Requirements for Running the ABS

Optimization Engine

Schedule Optimization

Business Priorities

Break/Fix Activities and Contract Scheduling

Best Practices

Requirements for Optimization

Using the Workflow Manager

Contract Scheduling

Dispatch Board Screen

Process Flows for Dispatch Board Scheduling

Dispatch Board Screen Interface

Process of Setting Up the Dispatch Board

Optimizing Display Speeds

Setting Up a Dispatcher

Assigning and Scheduling Field Service Activities

Clearing Cached Activity Data

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Agreements Overview

Automatic Entitlements

Agreement Management

Agreement Charges and Invoicing

Setting Up Agreements

Setting Up Agreement Renewal

Setting Up Entitlements

System Preferences for Verifying Entitlements

User Properties for Entitlements

Using Agreements and Entitlements

Administration - Application Screen

Administration - Pricing Screen

Service Pricing View

Administration - Contracts Screen

Entitlement Templates View

Non-Recurring Plans View

Use Plans View

Administration - Product Screen

Product Measurements View

Product Entitlements View

Agreements Screen

Agreements View

Line Items View

Entitlements View

Line Item Revenue View

Service Requests View

Financials View

Terms and Totals View

Activities View

Activity Plans View

Approval History View

Attachments View

Documents View

Discounts View

Notes View

Orders View

Entitlements Screen

Agreements Charts

Agreements Reports

Workflows for Entitlement Verification

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

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Charges and Invoices

Charges and Invoices Overview

Invoice Logic

Logic for Service Requests

Logic for Activities

Logic for Agreements

Process for Setting Up Charging

Recording Billable Expenses

Defining Contract Schedules

Defining Charge Plans for Agreement Line Items

Creating Charges

Processes for Setting Up Invoicing

Process for Setting Up Auto-Invoice

Process for Setting Up Customized Invoices

Creating a Charge Consolidation Plan

Creating Invoices

Creating Invoices Manually

Generating Invoices Using Auto-Invoice

Generating Customized Invoices

Post-Generation Invoice Tasks

Workflows for Charges and Invoices

Workflow to Create Agreement Charges

Workflow to Consolidate Charges

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

Running 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

Orders 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

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

Pick Tickets View

Shipping Reports

Receiving Screen

All Pending Orders View

Receive Orders Views

Line Items Receipts View

All Unknown Receipts View

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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

Methods to Run 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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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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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

Asset Mapping

Defining Asset Measurements

Obtaining Information Assets

Calculating the Value and Cost of an Asset

Associating Measurements with Assets

Recording Readings from Assets

Administration - Pricing Screen

Asset Mapping View

Administration - Product Screen

Product Measurements 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

Orders 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

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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Siebel Field Service Guide