|
Siebel Field Service Guide
What's New in This Release
Back to top
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
Back to top
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
Back to top
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
Back to top
Scheduling and Dispatch
Siebel Scheduling
Schedules
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
Back to top
Agreements
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
Back to top
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
Back to top
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
Back to top
Fulfillment
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
Back to top
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
Back to top
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
Back to top
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
Back to top
Quality
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)
Back to top
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
Back to top
Assets
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
Back to top
Warranties
Warranties
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
Back to top
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
Back to top
Repairs
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
Back to top
Barcodes
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
Back to top
Engines Logging Levels
Business Service Engines for Siebel Field Service
Server Component Aliases
Logging Levels
Back to top
| 
