Managing Calls for Siebel Consumer Goods

A call is a scheduled interaction that you have with a contact or an account.

The following procedures related to calls and call management are included in this topic:

• "Viewing Call Information in the Calendar"

• "Displaying Call Details"

• "Modifying Call Information"

• "Modifying Call Item Information for a Call"

• "Modifying Retail Audit Information for a Call"

• "Modifying Merchandising Audit Information for a Call"

• "Modifying Order Information for a Call"

• "Modifying Note Information for a Call"

• "Modifying Assessment Information for a Call"

• "Starting a Call"

• "Ending a Call"

Note : You must complete the relevant setup tasks detailed in Siebel Applications Administration Guide before using the Siebel Mobile application for Siebel Consumer Goods.

Viewing Call Information in the Calendar

On the home page for Siebel Consumer Goods, you can view the call information in the calendar.

Note : Viewing calls in the calendar is similar to viewing activities in the calendar. For more information about using the calendar to view activities, see Siebel Fundamentals for Siebel Open UI.

To view the call information  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

2. On the calendar in the right pane, view the call information as follows:

   • Tap the left and right arrows to navigate across dates and view the calls scheduled on different dates.

   • Tap the daily, weekly, or monthly calendar icons to switch between the daily, weekly, and monthly views of calls scheduled.

   • Tap Today to see the calls scheduled for today's date.

3. On the calendar in the right pane, you can perform the following tasks:

   • Extend the duration of a call by tapping the border of the call and dragging it out.

   • Move a call by tapping the call, and then dragging and dropping it on a different time or date.

   • Tap a call on the calendar to drilldown and open the call details. For more information, see "Displaying Call Details".

Displaying Call Details

You can display call details by using the Calls list.

To display call details  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or work area.

   • A list in the left pane in which you can select the related items for the call.

3. To view the related items for the selected call, tap the following names in the list in the left pane:

   • Call Items. Shows the call item information for the call. For more information, see "Modifying Call Item Information for a Call".

   • Retail Audits. Shows the retail audit information for the call. For more information, see "Modifying Retail Audit Information for a Call".

   • Merchandising Audits. Shows the merchandising audit information for the call. For more information, see "Modifying Merchandising Audit Information for a Call".

   • Orders. Shows the order information for the call. For more information, see "Modifying Order Information for a Call".

   • Notes. Shows the note information for to the call. For more information, see "Modifying Note Information for a Call".

   • Assessments. Shows the assessment information for the call. For more information, see "Modifying Assessment Information for a Call".

Modifying Call Information

Complete the following procedure to modify call information.

To modify call information  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Update an existing call as follows:

   1. Tap a call on the Calendar in the right pane to open it and display the following:

      • The details for the selected call in the right pane or the work area.

      • A list in the left pane in which you can select the related items for calls.

   2. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

3. Create a new call as follows:

   1. Tap the plus (+) icon in the work area.

   2. Enter the information for the new call in the fields that appear, and then tap the save icon when finished.

Modifying Call Item Information for a Call

Complete the following procedure to modify the call item information for a call.

To modify the call item information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call item as follows:

   1. Tap Call Items in the list in the left pane.

      All the call items (activities) associated with the call appear in the work area, and all details for the selected call appear above the list in the work area.

   2. Tap the call item that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

4. Create a new call item as follows:

   1. Tap Call Items in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new call item in the fields that appear, and then tap the save icon when finished.

Modifying Retail Audit Information for a Call

Complete the following procedure to modify the retail audit information for a call.

To modify the retail audit information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call retail audit as follows:

   1. Tap Retail Audits in the list in the left pane.

      All the retail audits associated with the call appear in the work area, and all details for the selected call appear above the list in the work area.

   2. Tap the retail audit that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

      Tapping List Products evaluates the authorized distribution list for the account the audit is being conducted against, and returns the audit line items for all items on that list where the Active flag is Y and the Auditable flag is Y.

4. Create a new call retail audit as follows:

   1. Tap Retail Audits in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new retail audit in the fields that appear, and then tap the save icon when finished.

      The following table describes the fields.

      Field Name	Description
      Product	Select the product for audit.
      Account Code	Displays the account code for the product in the customer's system. For example, the manufacturer code for a product might be SKU X728294 but the account code for the product (SKU X728294) in the customer's system might be AB2877612.
      OOS	Select this check box to indicate that the product is out-of-stock. Otherwise, deselect this check box.
      Back Stock	Type the quantity of the product in the back room.
      Shelf Stock	Type the quantity of the product on the shelf.
      Merchandising Location	Displays the merchandising location, if the product selected for audit is available within a specific merchandising location (for example, refrigerated case or specific aisle placement).

      
      

Modifying Merchandising Audit Information for a Call

Complete the following procedure to modify the merchandising audit information for a call.

To modify the merchandising audit information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call merchandising audit as follows:

   1. Tap Merchandising Audits in the list in the left pane.

      All the merchandising audits associated with the call appear in the work area, and all details for the selected call appear above the list in the work area.

   2. Tap the merchandising audit that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

4. Create a new call merchandising audit as follows:

   1. Tap Merchandising Audits in the list in the left pane, and then tap the plus icon (+) in the work area.

   2. Enter the information for the new merchandising audit in the fields that appear, and then tap the save icon when finished.

Modifying Order Information for a Call

Complete the following procedure to modify the order information for a call.

To modify the order information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call order as follows:

   1. Tap Orders in the list in the left pane.

      All the orders associated with the call appear in the work area, and all details for the selected call appear above the list in the work area.

   2. Tap the order that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

4. Create a new call order line item as follows:

   1. Tap Orders in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new order in the fields that appear, and then tap the save icon when finished.

Modifying Note Information for a Call

Complete the following procedure to modify the note information for a call.

To modify the note information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call note as follows:

   1. Tap Notes in the list in the left pane.

      All the notes associated with the call appear in the work area, and all details for the selected call appear above the list in the work area.

   2. Tap the note that you want to update.

   3. Tap the record field that you want to update, and update the field value.

      You might not be allowed to update all fields in the record. You must navigate away from the record or tap Save to save your changes to it.

4. Create a new call note as follows:

   1. Tap Notes in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new note in the fields that appear, and then tap the save icon when finished.

Modifying Assessment Information for a Call

Complete the following procedure to modify the assessment information for a call.

To modify the assessment information for a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Update an existing call assessment as follows:

   1. Tap Assessments in the list in the left pane.

      All the assessments associated with the call appear in the work area, and all details for the selected call appear above the assessment list in the work area. The attributes for the selected assessment appear below the assessment list.

   2. Tap the assessment that you want to update, and then edit the Attributes for the assessment as follows:

      • Tap the lookup icon in the Value field.

      • Choose an attribute value in the fields that appear, and then tap OK.

4. Create a new call assessment as follows:

   1. Tap Assessments in the list in the left pane, and then tap the plus (+) icon in the work area.

   2. Enter the information for the new assessment in the fields that appear, and then tap the save icon when finished.

Starting a Call

To start a call, complete the following procedure.

To start a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

   Review the details of the call, such as its planned duration.

3. Tap Start in the work area to record the call start date and time.

4. Tap Call Items in the list in the left pane, and review the assigned activities in the work area.

5. Review all other related information for the call and update the information as required.

   For more information about the related information for a call, see "Managing Calls for Siebel Consumer Goods".

Ending a Call

To end a call, complete the following procedure.

To end a call  

1. Tap the Side Menu icon on the application banner, and then tap Calls to display the following:

   • The calendar showing the call information in the right pane or work area.

   • A list in the left pane in which you can select the related items for calls.

   For more information about the calendar, see "Viewing Call Information in the Calendar".

2. Tap a call on the Calendar in the right pane to open it and display the following:

   • The details for the selected call in the right pane or the work area.

   • A list in the left pane in which you can select the related items for calls.

3. Tap End in the work area to record the call end date and time.