Managing Activities for Siebel Service

An activity is a task that you perform for a contact, account, or service request.

The following procedures related to activities and activity management are included in this topic:

• "Displaying Activity Details"

• "Modifying Activity Information"

• "Modifying Contact Information for an Activity"

• "Verifying and Ordering Parts and Tools for an Activity"

• "Viewing Instruction Information for an Activity"

• "Viewing Step Information for an Activity"

• "Modifying Part Tracker Information for an Activity"

• "Modifying Time Tracker Information for an Activity"

• "Modifying Expense Tracker Information for an Activity"

• "Creating Invoices from Activities Using the Auto Invoice Link"

  
  

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

  
  

Displaying Activity Details

You can display activity details by using the Activities list.

To display activity details  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the activities list.

   All details for the selected activity appear below the list in the work area.

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

   • Contacts. Shows the contact information for the activity. For more information, see "Modifying Contact Information for an Activity".

   • Recommended Parts and Tools. Shows the items required to complete the activity. For more information, see "Verifying and Ordering Parts and Tools for an Activity".

   • Instructions. Shows the instructions required to complete the activity. For more information, see "Viewing Instruction Information for an Activity".

   • Steps. Shows the steps required to complete the activity. For more information, see the following:

     • "Viewing Step Information for an Activity"

     • "Recording Step Completion for an Activity"

   • Part Tracker. Shows the activity parts being tracked. For more information, see the following:

     • "Modifying Part Tracker Information for an Activity"

     • "Removing a Serialized Part"

     • "Installing a Replacement Serialized Part"

     • "Modifying Activity Parts by Scanning Barcode Data"

   • Time Tracker. Shows how activity time is being tracked. For more information, see "Modifying Time Tracker Information for an Activity".

   • Expense Tracker. Shows the activity expenses being tracked. For more information, see "Modifying Expense Tracker Information for an Activity".

   • Invoices. Shows the activity invoices. For more information, see the following:

     • "Creating Invoices from Activities Using the Auto Invoice Link"

     • "Capturing the Electronic Signature for an Invoice"

     • "Viewing Invoice Information for an Activity"

     • "Printing Invoices Associated with an Activity"

Modifying Activity Information

Complete the following procedure to modify activity information.

To modify activity information  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Update an existing activity as follows:

   1. Tap an activity in the Activities list.

      All details for the selected activity appear below the list in the work area.

   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 to save your changes to it.

3. Create a new activity as follows:

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

   2. Enter the information for the new activity in the fields that appear, and save the record.

      The following table describes the fields.

      Field Name	Description
      SR #	Select a service request number to associate with the activity.
      Account	Select an account to associate with the activity.
      Activity #	Displays the read-only activity number.
      Type	Select an activity type.
      Description	Type a description of the activity.
      Status	Select a status for the activity.
      Symptom	Select a symptom to associate with the activity.
      Priority	Select a priority for the activity.
      Due	Select the due date and time for the activity.
      Billable	Select this check box if the activity is billable. Otherwise deselect this check box.
      Rate List	Select a rate list to associate with the activity.
      Price List	Select a price list to associate with the activity.
      Resolution	Select a resolution for the activity.
      Comments	Type any necessary comment about the activity.

      
      

Modifying Contact Information for an Activity

Complete the following procedure to modify the contact information for an activity.

To modify the contact information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Update an existing activity contact as follows:

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

      All the contacts associated with the activity appear in the work area, and all details for the selected activity above the Contacts list in the work area.

   2. Tap the contact 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 to save your changes to it.

4. Add an existing contact to the activity as follows:

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

   2. Choose the contact on the list that appears, and then tap the OK.

Verifying and Ordering Parts and Tools for an Activity

Complete the following procedure to verify and order parts and tools for an activity. Before visiting a customer to complete an activity, you must verify that the required parts and tools are in your vehicle trunk and order any needed parts and tools.

To verify and order parts and tools for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Recommended Parts & Tools in the list in the left pane.

   All the parts and tools associated with the activity appear in the work area, and all details for the selected activity appear above the Parts & Tools list in the work area.

4. To verify that the required parts and tools are in your vehicle trunk, tap Check Trunk in the work area.

   The number of available parts and tools in your vehicle trunk appears.

5. Order a part or tool for the activity as follows:

   1. Choose the part or tool that you want to order in the work area.

   2. Tap Order Part in the work area.

      If an order does not already exist for the part or tool, then an order for the part or tools is created.

   3. To display the order line items, tap Order number (#).

   4. To display the line item details, tap an order line item.

Viewing Instruction Information for an Activity

Complete the following procedure to view the instruction information for an activity.

To view the instruction information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Instructions in the list in the left pane.

   All the instructions associated with the activity appear in the work area, and all details for the selected activity appear above the Instructions list in the work area.

4. Tap the instruction that you want to view.

Viewing Step Information for an Activity

Complete the following procedure to view the step information for an activity.

To view the step information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Steps in the list in the left pane.

   All the steps associated with the activity appear in the work area, and all details for the selected activity appear above the Steps list in the work area.

4. Tap the step that you want to view.

Recording Step Completion for an Activity

Complete the following procedure to record step completion for an activity. You record step completion to keep track of your work progress on the activity. As you complete each activity step, you mark the step as done.

To record step completion for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Record step completion as follows:

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

      All the steps associated with the activity appear in the work area, and all details for the selected activity appear above the Steps list in the work area.

   2. Tap the step that you want to complete.

   3. Select the Done check box to indicate completion of the step.

   4. Enter any comments in the Comments field as required.

4. Repeat 3 for any other steps that are complete.

Modifying Part Tracker Information for an Activity

Complete the following procedure to modify the part tracker information for an activity. You use part tracker to track part movements between locations.

To modify the part tracker information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Update an existing activity part movement as follows:

   1. Tap Part Tracker in the list in the left pane.

      All the tracked parts associated with the activity appear in the work area, and all details for the selected activity appear above the Part Tracker list in the work area.

   2. Tap the part 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 to save your changes to it.

4. Create a new activity part movement as follows:

   1. Tap Part Tracker in the list in the left pane, and then tap Move in the work area.

   2. Enter the information for the new part movement in the fields that appear, and then save the record.

      The following table describes the fields.

      Field Name	Description
      Product	Select the product that is associated with the part.
      Part Number	The part number associated with the product.
      Status	Select a status for the part.
      Quantity	Type the quantity of the part.
      Asset #	Select an asset number to associate with the part.
      Comments	Type any necessary comment about the activity part movement.
      From	Select the location from which you want to move the part.
      To	Select the location to which you want to move the part.
      Billable	Select this check box to indicate if the part movement is billable. Otherwise deselect this check box.

      
      

5. Tap Commit to generate the inventory transactions.

   
   

   Note: If you complete part tracker updates in offline mode, then the inventory transactions are generated when the mobile device is next synchronized with the Siebel Server.

   
   

Removing a Serialized Part

Complete the following procedure to remove a defective serialized part from service. After you complete this procedure, you install a replacement serialized part. For more information, see "Installing a Replacement Serialized Part".

To remove a serialized part  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Remove the serialized part as follows:

   1. Tap Part Tracker in the list in the left pane.

      All the tracked parts associated with the activity appear in the work area, and all details for the selected activity appear above the Part Tracker list in the work area.

   2. Tap Move in the work area.

   3. Enter the information for the part movement in the fields that appear, and then save the record.

      The following table describes the fields.

      Field Name	Description
      Product	Select the product that is associated with the part.
      Status	Select a value of Defective.
      Quantity	Type the quantity of the part.
      Asset #	Select an asset number to associate with the part.
      From	Select a value of Customer.
      To	Select a value of Trunk.
      Billable	Select this check box to indicate if the part movement is billable. Otherwise deselect this check box.

      
      

4. Tap Commit.

   
   

   Note: If you complete part tracker updates in offline mode, then the inventory transactions are created when the mobile device is synchronized with the Siebel Server.

   
   

5. Tap RMA to create a return merchandise authorization for the part movement.

Installing a Replacement Serialized Part

Complete the following procedure to install a replacement serialized part. Before you complete this procedure, you remove the defective serialized part from service. For more information, see "Removing a Serialized Part".

To install a replacement serialized part  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Install the replacement serialized part as follows:

   1. Tap Part Tracker in the list in the left pane.

      All the tracked parts associated with the activity appear in the work area, and all details for the selected activity appear above the Part Tracker list in the work area.

   2. Tap Move in the work area.

   3. Enter the information for the part movement in the fields that appear, and then save the record.

      The following table describes the fields.

      Field Name	Description
      Product	Select the product that is associated with the part.
      Status	Select a value of Good.
      Quantity	Type the quantity of the part.
      Asset #	Select an asset number to associate with the part.
      From	Select a value of Service Order or Trunk.
      To	Select a value of Customer.
      Billable	Select this check box to indicate if the part movement is billable. Otherwise deselect this check box.

      
      

4. Tap Commit.

   
   

   Note: If you complete part tracker updates in offline mode, then the inventory transactions are created when the mobile device is synchronized with the Siebel Server.

   
   

Modifying Activity Parts by Scanning Barcode Data

You can use a barcode reader to update existing or add new parts for an activity by scanning the part's barcode data. For more information about barcodes in general and about how to set up the barcode interface for specific views and applets in Siebel CRM, see the chapter about barcodes in Siebel Field Service Guide.

To modify activity parts by scanning barcode data  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Update an existing activity part by scanning the barcode data as follows:

   1. Tap Part Tracker in the list in the left pane.

      All the tracked parts associated with the activity appear in the work area, and all details for the selected activity appear above the Part Tracker list in the work area.

      The following barcode reader information appears above the activity details in the work area: a Barcode New icon, a Barcode Update icon, and a field with a drop-down list.

   2. Tap the Barcode Update icon.

   3. In the drop-down list next to the Barcode Update icon, select the type of data associated with the barcode (for example, select Asset Number Entry).

   4. Tap the part record to receive the barcode data.

   5. Scan the barcode.

      The appropriate field (Asset #) in the selected part record is populated with the barcode data. If the field already has a value, then the barcode data replaces the value.

      Accessibility users must enter data using the following keyboard shortcuts: Ctrl+\(Asset#) Ctrl+\. For example: Control\MASSET2Control\.

      
      

      Note: By scanning barcode data, you can update assets belonging to the same product only.

      
      

4. Add a new activity part by scanning the part's barcode data as follows:

   1. Tap Part Tracker in the list in the left pane.

      All the tracked parts associated with the activity appear in the work area, and all details for the selected activity appear above the list in the work area.

      The following barcode reader information appears above the activity details in the work area: a Barcode New icon, a Barcode Update icon, and a field with a drop-down list.

   2. Tap the Barcode New icon.

   3. In the drop-down list next to the Barcode New icon, select the type of data associated with the barcode (for example, select Asset Number Entry).

   4. Scan the barcode for the part.

      A new part tracker record is created, and the appropriate field (Asset #) in the new record is populated with the barcode data.

      Accessibility users must enter data using the following keyboard shortcuts: Ctrl+\ (Asset#) Ctrl+\. For example: Control\MASSET1Control\.

      
      

      Note: By scanning barcode data, you can update assets belonging to the same product only.

      
      

5. Enter other appropriate field values in the new record.

Related Topics:

"Running Predefined Queries in Siebel Mobile"

"Modifying Records in Siebel Mobile"

Modifying Time Tracker Information for an Activity

Complete the following procedure to modify the time tracker information for an activity. Time tracker includes information about the time (for example, travel or labor time) that is associated with the activity. You can include this time in a customer invoice.

To modify the time tracker information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Update an existing activity time as follows:

   1. Tap Time Tracker in the list in the left pane.

      All the tracked times associated with the activity appear in the work area, and all details for the selected activity appear above the Time Tracker list in the work area.

   2. Tap the time 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 to save your changes to it.

4. Create a new activity time as follows:

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

   2. Enter the information for the new time in the fields that appear, and then save the record.

      The following table describes the fields.

      Field Name	Description
      Type	Select the type of time.
      Rate	Select the rate for the time.
      Date	Select the date of the time.
      Start Time	Type the start time for the activity. This field is filled in with the current time, but you can change this time.
      End Time	Type the end time for the activity. You can leave this field blank, close the form, and then tap End in the work area to record the current time in the End Time field.
      Billable	Select this check box to indicate if the time is billable. Otherwise deselect this check box.

      
      

Modifying Expense Tracker Information for an Activity

Complete the following procedure to modify the expense tracker information for an activity. Expense tracker includes information about the expenses that are incurred for the activity. You can include these expenses in a customer invoice.

To modify the expense tracker information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Update an existing activity expense as follows:

   1. Tap Expense Tracker in the list in the left pane.

      All the tracked expenses associated with the activity appear in the work area, and all details for the selected activity appear above the Expense Tracker list in the work area.

   2. Tap the expense 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 to save your changes to it.

4. Create a new activity expense as follows:

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

   2. Enter the information for the new expense in the fields that appear, and then save the record.

      The following table describes the fields.

      Field Name	Description
      Date	Displays the date of the expense.
      Type	Select the type of expense.
      Amount	Type the amount to expense.
      Rate	Select a rate for the expense.
      Billable	Select this check box to indicate if the expense is billable. Otherwise deselect this check box.
      Comments	Type any necessary comment about the expense.

      
      

Creating Invoices from Activities Using the Auto Invoice Link

When you create an invoice from an activity using the Auto Invoice link, an invoice record is automatically created for the activity using the data from the activity.

To create an invoice from an activity using the Auto Invoice link  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area. Note that to create an invoice from this activity, then the Billable check box must be selected on the activity.

3. Tap Invoices in the list in the left pane.

   All the invoices associated with the activity appear in the work area, and all details for the selected activity appear above the Invoices list in the work area.

4. Tap Auto Invoice to create an invoice from the activity.

5. Tap the Invoice # link to open the invoice and review the invoice line items.

Capturing the Electronic Signature for an Invoice

After you create an invoice, you capture the signature of the contact for the invoice. You capture this signature to verify that the contact reviewed the invoice.

To capture the electronic signature for an invoice  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Invoices in the list in the left pane.

   All the invoices associated with the activity appear in the work area, and all details for the selected activity appear above the Invoices list in the work area.

4. Tap the invoice for which you want to capture the electronic signature.

5. Tap Sign.

   Information about the invoice and about the contact for the invoice appears.

6. Capture the signature of the contact in the signature input box.

7. If you make a mistake when capturing the signature, tap Clear to clear the signature and start again.

8. Save the record when finished.

Viewing Invoice Information for an Activity

Complete the following procedure to view the invoice information for an activity.

To view the invoice information for an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Invoices in the list in the left pane.

   All the invoices associated with the activity appear in the work area, and all details for the selected activity appear above the Invoices list in the work area.

4. Tap the invoice that you want to view.

   All details for the selected invoice appear below the list in the work area.

5. Tap the Invoice # link to open the invoice and review the invoice line item details.

Printing Invoices Associated with an Activity

Complete the following procedure to print an invoice associated with an activity.

Note: The print invoice capability in the Siebel Mobile application for Siebel Service is built using third-party open source embedded JavaScript (http://embeddedjs.com) and uses MIT licensing. For more information, see "MIT License".

To print an invoice associated with an activity  

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

   • The Activities list and details for the selected activity in the right pane or work area.

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

2. Tap an activity in the Activities list.

   All details for the selected activity appear below the list in the work area.

3. Tap Invoices in the list in the left pane.

   All the invoices associated with the activity appear in the work area, and all details for the selected activity appear above the Invoices list in the work area.

4. Tap the invoice that you want to print.

   All details for the selected invoice appear below the list in the work area.

5. Tap the Invoice # link to open the invoice.

   All the invoice line items associated with the invoice appear in the work area, and all details for the selected invoice appear above the list in the work area.

6. Tap Print Preview to preview the invoice details.

7. Tap Print to print the invoice.