Siebel CRM Siebel Mobile Guide: Disconnected Siebel Innovation Pack 2015, Rev. D E52427-01 |
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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:
"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. |
You can display activity details by using the Activities list.
To display activity details
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.
Tap an activity in the activities list.
All details for the selected activity appear below the list in the work area.
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:
Part Tracker. Shows the activity parts being tracked. For more information, see the following:
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:
Complete the following procedure to modify activity information.
To modify activity information
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.
Update an existing activity as follows:
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Create a new activity as follows:
Tap the plus (+) icon in the work area.
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. |
Complete the following procedure to modify the contact information for an activity.
To modify the contact information for an activity
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Update an existing activity contact as follows:
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.
Tap the contact that you want to update.
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.
Add an existing contact to the activity as follows:
Tap Contacts in the list in the left pane, and then tap the plus (+) icon in the work area.
Choose the contact on the list that appears, and then tap the OK.
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
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.
Order a part or tool for the activity as follows:
Choose the part or tool that you want to order in the work area.
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.
To display the order line items, tap Order number (#).
To display the line item details, tap an order line item.
Complete the following procedure to view the instruction information for an activity.
To view the instruction information for an activity
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Tap the instruction that you want to view.
Complete the following procedure to view the step information for an activity.
To view the step information for an activity
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Tap the step that you want to view.
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Record step completion as follows:
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.
Tap the step that you want to complete.
Select the Done check box to indicate completion of the step.
Enter any comments in the Comments field as required.
Repeat 3 for any other steps that are complete.
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Update an existing activity part movement as follows:
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.
Tap the part that you want to update.
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.
Create a new activity part movement as follows:
Tap Part Tracker in the list in the left pane, and then tap Move in the work area.
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. |
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. |
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Remove the serialized part as follows:
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.
Tap Move in the work area.
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. |
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. |
Tap RMA to create a return merchandise authorization for the part movement.
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Install the replacement serialized part as follows:
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.
Tap Move in the work area.
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. |
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. |
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Update an existing activity part by scanning the barcode data as follows:
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.
Tap the Barcode Update icon.
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).
Tap the part record to receive the barcode data.
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. |
Add a new activity part by scanning the part's barcode data as follows:
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.
Tap the Barcode New icon.
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).
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. |
Enter other appropriate field values in the new record.
Related Topics:
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Update an existing activity time as follows:
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.
Tap the time that you want to update.
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.
Create a new activity time as follows:
Tap Time Tracker in the list in the left pane, and then tap the plus (+) icon in the work area.
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. The End link is not supported in offline mode. |
Billable | Select this check box to indicate if the time is billable. Otherwise deselect this check box. |
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
Update an existing activity expense as follows:
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.
Tap the expense that you want to update.
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.
Create a new activity expense as follows:
Tap Expense Tracker in the list in the left pane, and then tap the plus (+) icon in the work area.
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. |
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.
Note: This task is not supported in offline mode. |
To create an invoice from an activity using the Auto Invoice link
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.
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.
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.
Tap Auto Invoice to create an invoice from the activity.
Tap the Invoice # link to open the invoice and review the invoice line items.
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.
Note: Signature display is not supported in offline mode. |
To capture the electronic signature for an invoice
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Tap the invoice for which you want to capture the electronic signature.
Tap Sign.
Information about the invoice and about the contact for the invoice appears.
Capture the signature of the contact in the signature input box.
If you make a mistake when capturing the signature, tap Clear to clear the signature and start again.
Save the record when finished.
Complete the following procedure to view the invoice information for an activity.
To view the invoice information for an activity
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Tap the invoice that you want to view.
All details for the selected invoice appear below the list in the work area.
Tap the Invoice # link to open the invoice and review the invoice line item details.
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
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.
Tap an activity in the Activities list.
All details for the selected activity appear below the list in the work area.
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.
Tap the invoice that you want to print.
All details for the selected invoice appear below the list in the work area.
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.
Tap Print Preview to preview the invoice details.
Tap Print to print the invoice.