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Siebel Field Service Guide > Service Support >
Processing a Request for Service
The workflow for processing a customer's request for service, shown in Figure 1, includes the following steps:
- Receive a request for service.
- Generate a service request.
- Verify the request, by confirming:
- The account
- The caller (contact)
- Assets
- Entitlements for service
- Warranties
- Try to solve the problem using known solutions.
- If known solutions do not solve the problem, generate activities for service.
- Order parts if needed.
- Schedule a service engineer and assign activities to that service engineer, if needed.
- Assign and schedule field service activities (see Scheduling and Dispatch).
- Perform the activities.
- Close the service request.
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Siebel Field Service Guide Published: 21 April 2003 |
