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:

• "Displaying Call Details"

• "Starting a Call"

• "Ending a Call"

• "Modifying Call Information (Details) for a Call"

• "Modifying Call Item Information (Activity) 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"

  
  

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

  
  

Displaying Call Details

You can display call details by using Call Items (as shown in the following procedure) or the calendar on the home page (as shown in "Viewing Call Planning Information on the Home Page").

To display call details  

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

   • The Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows to navigate to the call that you want.

   All activities for the selected call appear below the call details in the right pane.

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 details and activity information for the call. For more information, see "Modifying Call Information (Details) for a Call" and "Modifying Call Item Information (Activity) 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".

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

   
   

   Note : You can also navigate to the call that you want by using the calendar on the home page. For more information, see "Viewing Call Planning Information on the Home Page".

   
   

3. Tap the Start button in the right pane to record the start date and time for the call.

4. Review all 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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

   
   

   Note : You can also navigate to the call that you want by using the calendar on the home page. For more information, see "Viewing Call Planning Information on the Home Page".

   
   

3. Tap the End button in the right pane to record the end date and time for the call.

Modifying Call Information (Details) for a Call

Complete the following procedure to modify call information (call details).

To modify call information 

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

   • The Call Items (call details and activities) in the right pane.

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

2. Update an existing call as follows:

   1. Tap the left and right arrows in the right pane to go to the call that you want.

      All activities for the call appear below the call details in the right pane.

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

      You must navigate away from the record to save your changes to it.

3. Create a new call as follows:

   1. Tap the plus (+) icon in the right pane.

   2. Enter the information for the call in the fields that appear, and then save the record. Completing the Account field is mandatory.

Modifying Call Item Information (Activity) for a Call

Complete the following procedure to modify the call item information (call activity).

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call activity as follows:

   1. Tap the activity that you want to update, and then tap the Start Activity button to record the start date and time for the activity.

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

      You must navigate away from the record to save your changes to it.

4. Add a new call activity as follows:

   1. Tap the plus (+) icon in the right pane.

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

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call retail audit as follows:

   1. Start the call activity:

      • Tap Call Items in the list in the left pane, and then tap an activity of type Retail Audit in the right pane.

      • Tap the Start Activity button to record the start date and time for the selected activity.

4. Add new products for retail audit as follows:

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

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

      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).

      
      

5. After completing a call retail audit, end the activity as follows:

   1. Tap Call Items in the list in the left pane, and then tap the activity of type Retail Audit that you want to end in the right pane.

   2. Tap the End Activity button to record the end date and time for the selected activity.

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call merchandising audit as follows:

   1. Start the call activity:

      • Tap Call Items in the list in the left pane, and then tap an activity of type Merchandising Audit in the right pane.

      • Tap the Start Activity button to record the start date and time for the selected activity.

      • Drill down on the Merchandising Audit link in the Type field.

      All the merchandising audits associated with the call appear in the right pane, and all details for the call appear above the list in the right pane.

   2. In the call merchandising audit view:

      • Tap the line item that you want to update.

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

        You must navigate away from the record to save your changes to it.

4. Add new line items to a call merchandising audit as follows:

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

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

5. After completing a call merchandising audit, end the activity as follows:

   1. Tap Call Items in the list in the left pane, and then tap the activity of type Merchandising Audit that you want to end in the right pane.

   2. Tap the End Activity button to record the end date and time for the selected activity.

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call order as follows:

   1. Start the call activity:

      • Tap Call Items in the list in the left pane, and then tap an activity of type Order in the right pane.

      • Tap the Start Activity button to record the start date and time for the selected activity.

      • Drill down on the Order link in the Type field.

      All the orders associated with the call and all details for the call appear in the right pane.

   2. In the call orders view:

      • Tap the order that you want to update.

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

        You must navigate away from the record to save your changes to it.

      • Drill down on the order number link in the Order # field.

        The order detail view opens where you can review existing or add new order line items. For more information, see "Modifying Line Item Information for an Order".

4. Create a new call order as follows:

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

   2. Enter the information for the new order in the fields that appear,

5. After completing a call order, end the activity as follows:

   1. Tap Call Items in the list in the left pane, and then tap the activity of type Order that you want to end in the right pane.

   2. Tap the End Activity button to record the end date and time for the selected activity.

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call note as follows:

   1. Start the call activity:

      • Tap Call Items in the list in the left pane, and then tap an activity of type Note in the right pane.

      • Tap the Start Activity button to record the start date and time for the selected activity.

      • Drill down on the Notes link in the Type field.

      All the notes associated with the call and all details for the call appear in the right pane.

   2. In the call notes view:

      • Tap the note that you want to update.

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

        You must navigate away from the record 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 right pane.

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

5. After completing a call note, end the activity as follows:

   1. Tap Call Items in the list in the left pane, and then tap the activity of type Note that you want to end in the right pane.

   2. Tap the End Activity button to record the end date and time for the selected activity.

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 Call Items (call details and activities) in the right pane.

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

2. Tap the left and right arrows in the right pane to go to the call that you want.

   All activities for the call appear below the call details in the right pane.

3. Update an existing call assessment as follows:

   1. Start the call activity:

      • Tap Call Items in the list in the left pane, and then tap an activity of type Assessment in the right pane.

      • Tap the Start Activity button to record the start date and time for the selected activity.

      • Drill down on the Assessment link in the Type field.

      All the assessments associated with the call appear in the right pane, and all details for the selected call appear above the list in the right pane.

   2. In the call assessments view:

      • Tap the assessment that you want to update.

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

        You must navigate away from the record to save your changes to it.

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 right pane.

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

5. After completing a call assessment, end the activity as follows:

   1. Tap Call Items in the list in the left pane, and then tap the activity of type Assessment that you want to end in the right pane.

   2. Tap the End Activity button to record the end date and time for the selected activity.