Siebel Field Service Guide > Service Support >

Solving a Service Request

The procedures in this section suggest a workflow for researching and solving a service request.

To associate a service request with a related service request

  1. Navigate to the Service screen.
  2. Select a service request.
  3. Click the Related SRs view tab.
  4. In the Related SRs list, add a new service request record.
  5. In the Add Service Requests dialog box, query for service requests that have a similar type, product, account, or other common element.
  6. Select the service request you want to associate with the current service request and click Add.

To verify associated change requests for a product

  1. Navigate to the Products screen.
  2. Select a product.
  3. Click the Change Requests view tab.

    4. Change requests associated with this product appear in the Change Requests list.

To verify the repair history of a product

  1. Navigate to the Repairs screen.

    2. The Repairs list appears.

  2. In the Repairs list, create a query on the Product field.

    3. The Repairs list shows all repairs for the selected product.

To find explanations (decision issues) for a service request

  1. Navigate to the Service screen.
  2. Select a service request.
  3. Click the Decision Issues tab.

    4. A list of decision issues appears, with suggested explanations for the customer.

  4. To see more information related to a decision issue (such as literature and attachments), select the decision issue and click the hyperlink in the Name field.
  5. Click the Attachments tab to view files associated with this decision issue.

 Siebel Field Service Guide 
 Published: 21 April 2003