Managing Accounts for Siebel Service

An account is a company or individual with whom your company conducts business. It represents the relationship between your company and that company or individual. You can use the Account Details screen as the primary navigation tool for your customer interactions.

The following procedures related to accounts and account management are included in this topic:

• "Displaying Account Details"

• "Viewing Contact Information for an Account"

• "Modifying Service Request Information for an Account"

• "Viewing Asset Information for an Account"

• "Viewing Entitlement Information for an Account"

  
  

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

  
  

Displaying Account Details

You can display account details by using the Accounts list.

To display account details  

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

   • The Accounts list and details for the selected account in the right pane or work area.

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

2. Tap an account in the Accounts list.

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

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

   • Contacts. Shows the contact information for the account. For more information, see "Viewing Contact Information for an Account".

   • Service Requests. Shows the service request information for the account. For more information, see "Modifying Service Request Information for an Account".

   • Assets. Shows the asset information for the account. For more information, see "Viewing Asset Information for an Account".

   • Entitlements. Shows the entitlement information for the account. For more information, see "Viewing Entitlement Information for an Account".

Viewing Contact Information for an Account

Complete the following procedure to view the contact information for an account.

To view the contact information for an account  

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

   • The Accounts list and details for the selected account in the right pane or work area.

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

2. Tap an account in the Accounts list.

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

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

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

4. Tap the contact that you want to view.

Modifying Service Request Information for an Account

Complete the following procedure to modify the service request information for an account.

To modify the service request information for an account  

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

   • The Accounts list and details for the selected account in the right pane or work area.

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

2. Tap an account in the Accounts list.

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

3. Update an existing account service request as follows:

   1. Tap Service Requests in the list in the left pane.

      All the service requests associated with the account appear in the work area, and all details for the selected account appear above the Service Requests list in the work area.

   2. Tap the service request 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 account service request as follows:

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

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

Viewing Asset Information for an Account

Complete the following procedure to view the asset information for an account.

To view the asset information for an account  

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

   • The Accounts list and details for the selected account in the right pane or work area.

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

2. Tap an account in the Accounts list.

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

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

   All the assets associated with the account appear in the work area, and all details for the selected account appear above the Assets list in the work area.

4. Tap the asset that you want to view.

Viewing Entitlement Information for an Account

Complete the following procedure to view the entitlement information for an account.

To view the entitlement information for an account  

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

   • The Accounts list and details for the selected account in the right pane or work area.

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

2. Tap an account in the Accounts list.

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

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

   All the entitlements associated with the account appear in the work area, and all details for the selected account appear above the Entitlements list in the work area.

4. Tap the entitlement that you want to view.