Siebel Field Service Guide > Overview of Siebel Field Service > About Field Service Process >

Service Center Calls

You manage inbound service center calls in the following sequence:

1. Create a service request.

   You can create activities for the service request throughout its life cycle.

2. Verify the service-level agreements for the caller.
3. Create a return material authorization (RMA) or a service order, and link it to the service request to allow prompt resolution.
4. Fill the order, and ship the replacement products to the customer or the field service engineer.
5. Assign activities to a field service engineer who has the appropriate skill set and tools, who has available time, and who located near the service location.

After a call is resolved, the engineer reports the details of the resolution from the field, updates the customer relationship database to reflect possible cross-selling opportunities, and updates and replenishes the service product inventory on a just-in-time basis. You can issue an invoice for the work to the customer. You can also track pending return material authorizations from customers through receiving the products and manage defective products through the repair cycle.