Tasks Flows for Siebel Service

The Siebel Service task flows that field representatives typically carry out are divided into the following areas:

• "Starting the Day"

• "Preparing for Customer Visits"

• "Performing Activities for Customer Visits"

• "Closing Customer Visits"

• "Performing Miscellaneous Tasks for Siebel Service"

Starting the Day

Field representatives typically perform the following tasks at the start of the day:

• Review the daily schedule.

• Review the route for the day.

  For more information, see "Displaying Location Details in Siebel Mobile".

• Review the notifications list.

  For more information, see "Reviewing Notification Messages in Siebel Mobile".

Preparing for Customer Visits

To prepare for a customer visit, perform the following tasks:

• Review the details about the activities that are assigned to you for the day. After you review the activities, you can accept or decline them.

  For more information, see "Displaying Activity Details".

• Review the recommended parts and tools to make sure that you have all items that you need to complete the activity. If required, order any parts or tools that you need for future activities.

  For information, see "Verifying and Ordering Parts and Tools for an Activity".

• Review the instructions for the activity.

  For information, see "Viewing Instruction Information for an Activity".

• Review the steps needed to complete the activity.

  For information, see "Viewing Step Information for an Activity".

• Review the service requests for the account so that you are aware of the customer's service history.

  For information, see "Modifying Service Request Information for an Account".

• Tap Map to display the route from your current location to the customer site.

  For more information, see "Displaying Activity Details".

• Select an En Route value in the Details Menu of the activity when you are traveling to the location of the activity.

  For more information, see "Displaying Activity Details".

• Select an Arrive value in the Details Menu of the activity when you arrive at the location of the activity.

  For more information, see "Displaying Activity Details".

Performing Activities for Customer Visits

To perform the activities for a customer visit, complete the following tasks:

• Record readings.

  For more information, see "Viewing Measurement Information for an Asset".

• Install nonserialized parts.

  For more information, see "Modifying Part Tracker Information for an Activity".

• Remove serialized parts.

  For more information, see "Removing a Serialized Part".

• Install replacement serialized parts.

  For more information, see "Installing a Replacement Serialized Part".

Closing Customer Visits

To close a customer visit, complete the following tasks:

• Make sure that all steps in the activity are complete.

  For more information, see "Recording Step Completion for an Activity".

• Record the time that you needed to complete the activity.

  For more information, see "Modifying Time Tracker Information for an Activity".

• Record any expenses that you incurred to complete the activity.

  For more information, see "Modifying Expense Tracker Information for an Activity".

• Create an invoice for the activity.

  For more information, see "Creating Invoices from Activities Using the Auto Invoice Link".

• Capture the signature of the contact for an invoice.

  For more information, see "Capturing the Electronic Signature for an Invoice".

• Select a Finish value in the Details Menu of the activity after you complete the work for the activity.

  For more information, see "Displaying Activity Details".

Performing Miscellaneous Tasks for Siebel Service

Field representatives typically perform the following tasks:

• Create a service request for an issue that you encounter at the account site after you review the asset for the account and review any warranties and entitlements that are associated with that asset.

  For more information, see the following:

  • "Viewing Asset Information for an Account"

  • "Modifying Service Request Information for an Account"

  • "Viewing Warranty Information for an Asset"

  • "Viewing Entitlement Information for an Asset"

• Create a sales order for a service request.

  For more information, see the following:

  • "Modifying Order Information for a Service Request"

  • "Modifying Line Item Information for an Order"

• Add an activity to a service request.

  For more information, see the following:

  • "Modifying Activity Information"

  • "Modifying Activity Information for a Service Request"

• Verify that the product inventory quantity in the vehicle trunk matches the available product inventory.

  For information, see "Viewing Availability Information for a Part".

• Update shift, break, and period of unavailability (POU) information.

  For more information, see the following:

  • "Starting and Ending a Shift"

  • "Starting and Ending a Break"

  • "Starting or Ending a Period of Unavailability"