| Siebel CRM Siebel Mobile Guide: Connected Siebel Innovation Pack 2016, Rev. C E52426-01 |
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| Siebel CRM Siebel Mobile Guide: Connected Siebel Innovation Pack 2016, Rev. C E52426-01 |
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View PDF |
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:
"Submitting a Call for Processing"
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Note: You must complete the relevant setup tasks detailed in Siebel Life Sciences Guide and Siebel Applications Administration Guide before using the Siebel Mobile application for Siebel Pharma. |
You can display call details by using the calendar.
To display call details
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
To view the related items for the selected call, tap the following names in the list in the left pane:
Call Planning. Shows the home page for Siebel Pharma where you can view the call planning information for and schedule new calls for contacts and accounts. For more information, see the following:
Attendees. Shows the attendee information for the call. For more information, see "Modifying Attendee Information for a Call".
Promotional Items Dropped. Shows the number of dropped promotional items for the call. For more information, see "Modifying Promotional Items for a Call".
Samples Dropped. Shows the number of dropped samples for the call. For more information, see "Modifying Samples for a Call".
Product Details. Shows the product details for the call. For more information, see "Modifying Product Details for a Call".
Validation Results. Shows the validation results for the call. For more information, see "Viewing the Validation Results for a Call".
Literature. Shows the literature information for the call. For more information, see "Adding Literature Information to a Call".
Presentation Detail. Shows the presentation detail information for the call. For more information, see "Viewing Presentation Detail Information for a Call".
To show a presentation for the selected call, tap the Detail button in the right pane. For more information, see "Showing Presentations in Siebel Mobile".
Complete the following procedure to modify call information.
To modify call information
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Update an existing call as follows:
Tap a call on the Calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
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. The following table describes the fields that you can modify.
| Field Name | Description |
|---|---|
| Contact | Select a contact for the call. You must select either a contact in this field or an account in the Account field. You cannot select both a contact and an account for the call. |
| Account | Select an account for the call. You must select either an account in this field or a contact in the Contact field. You cannot select both an account and a contact for the call. |
| Address | Displays the primary address for the contact or account that you select. To select a different address, tap the Address field, and select the address from the list that appears. |
| Start Date | Select the call start date and time. |
| Call Duration | Select the number of minutes for the call duration. |
To schedule a new call, see "Scheduling Calls For Contacts and Accounts".
Complete the following procedure to modify the attendee information for a call. An attendee is an individual who is present during a meeting or phone discussion for an account call. Attendee information applies to account calls, and not to contact calls. However, when you add an attendee to an account call, you create a contact call for the attendee.
To modify the attendee information for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Update an existing call attendee as follows:
Tap Attendees in the list in the left pane.
All the attendees associated with the call appear in the right pane, and all details for the selected call appear above the Attendees list in the right pane.
Tap the attendee 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.
Add an attendee to the call as follows:
Tap Attendees in the list in the left pane, and then tap the plus (+) icon in the right pane.
Choose one or more attendees on the list that appears, and then tap OK.
You can perform one of the following steps to filter the records in the list:
Tap All Contacts to show all of the contacts that are available.
Tap Affiliated Contacts to show only the affiliated contacts associated with the account for the call.
Add promotional items and samples to the call and capture a signature for the call as follows:
Tap Attendees in the list in the left pane, and then drill down on the attendee Name.
Add promotional items and samples to the call as required. For more information, see the following topics:
Capture a signature for the call as required. For more information, see "Capturing the Electronic Signature for a Call".
Complete the following procedure to modify the promotional items for a call. You give promotional items to the customer during the call. Given promotional items are dropped promotional items. Promotional items apply to contact or attendee calls, and not to account calls.
Before you submit a call for processing, you can modify the promotional item information for the call. You can give only products that meet the following criteria to the customer as promotional items:
The products are allocated to the sales representative.
The products are available in the inventory of the sales representative.
The products are active on the current date.
To modify the promotional items for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Update an existing call promotional item as follows:
Tap Promotional Items Dropped in the list in the left pane.
All the promotional items associated with the call appear in the right pane, and all details for the selected call appear above the Promotional Items Dropped list in the right pane.
Tap the promotional 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.
Add a promotional item to the call as follows:
Tap Promotional Items Dropped in the list in the left pane, and then tap Add in the right pane.
Enter the quantity of the promotional item to give to the call customer in the Quantity field, and then tap OK.
The following table describes the other fields.
| Field Name | Description |
|---|---|
| Name | Displays the name of the promotional item. |
| Quantity | Type the quantity of the promotional item to give to the call customer. |
| Max Qty | Displays the maximum quantity of the promotional item that the sales representative can give to the call customer in the allocation period. |
| Available Qty | Displays the quantity of the promotional item that is currently available to the sales representative. |
Complete the following procedure to modify the samples for a call. You give samples to the customer during the call. Given samples are dropped samples. Samples apply to contact or attendee calls, and not to account calls.
Before you submit a call for processing, you can modify the sample information for the call. You can give only products that meet the following criteria to the customer as samples:
The products are allocated to the sales representative.
The products are available in the inventory of the sales representative.
The products are active on the current date.
To modify the samples for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Update an existing call sample as follows:
Tap Samples Dropped in the list in the left pane.
All the samples associated with the call appear in the right pane, and all details for the selected call appear above the Samples Dropped list in the right pane.
Tap the sample 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.
Add a sample to the call as follows:
Tap Samples Dropped in the list in the left pane, and then tap Add in the right pane.
Enter the quantity of the sample to give to the call customer in the Quantity field, and then tap OK.
The following table describes the other fields.
| Field Name | Description |
|---|---|
| Name | Displays the sample name. |
| Lot Number | Displays the lot number for the sample. |
| Expiry Date | Displays the date that the sample expires. |
| Quantity | Type the quantity of the sample to give to the call customer. |
Complete the following procedure to modify the product details for a call. Product details indicate the priority of each product associated with the call. You determine these priorities when you interact with the customer. After you add product details, a list of products in ascending order of priority appears when you tap Products Detailed for the call.
Before you submit a call for processing, you can modify the product details for the call. Only products with indications are available to associate with calls. An indication is the purpose or therapeutic area that a product drug addresses. The administrator associates product drugs with indications.
To modify the product details for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Update an existing call product detail as follows:
Tap Products Detailed in the list in the left pane.
All the detail products associated with the call appear in the right pane, and all details for the selected call appear above the Products Detailed list in the right pane.
Tap the product detail 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.
Add a new product detail to the call as follows:
Tap Products Detailed in the list in the left pane, and then tap Add in the right pane.
Choose a product from the list on the form that appears, enter a number to indicate the importance of the product in the Priority field, and then tap OK.
Specify product priority in sequential order. The following table describes the fields.
| Field Name | Description |
|---|---|
| Name | Displays the product name. |
| Priority | Type a number to indicate the importance of each product. |
| Indication | Displays the purpose or therapeutic area that the product drug addresses. Values for an indication include the following: Allergy, Asthma, Arrhythmia, Heart Failure, Syncope, and Other. |
After you capture the electronic signature for a call or submit the call for processing, validation results are automatically generated for the call. Check these validation results to determine any errors in the call data. For example, the validation results might show a warning message indicating that you entered a quantity that exceeds the maximum quantity of samples that you can give to the customer for the call. You must resolve any errors in the validation results before proceeding with a call. If there are warning errors for a call, you can sign or submit the call for processing. But if there are any unresolved validation errors for a call, then you will be unable to sign or submit the call for processing.
To view the validation results for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Tap Validation Results in the list in the left pane.
All the validation results and any errors in the call data appear in the right pane, and all details for the selected call appear above the Validation Results list in the right pane.
Complete the following procedure to add literature information to a call. Literature information includes sales and marketing literature, such as product brochures, white papers, and data sheets. The following file types are supported: GIF, JPEG, JPG, MP4, PDF, PNG, HTML, and ZIP.
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Note: For more information about literature in Siebel CRM, see the chapter about literature administration in Siebel Applications Administration Guide. |
To add literature information to a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Add literature to the call as follows:
Tap Literature in the list in the left pane.
All the literature associated with the call appears in the right pane, and all details for the selected call appear above the Literature list in the right pane.
Tap the plus (+) icon in the right pane, choose the literature item on the list that appears, and then tap OK.
Complete the following procedure to view the presentation detail information for a call. The following file types are supported: GIF, JPEG, JPG, MP4, PDF, PNG, HTML, and ZIP.
To view the presentation detail information for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Tap Presentation Detail in the list in the left pane.
All the presentation items (messaging plans, messaging plan items, and related items) associated with the call appear in the right pane, and all details for the selected call appear above the Presentation Details list in the right pane.
The following table describes the presentation detail information.
| Field Name | Description |
|---|---|
| Message | The name of the presentation item (messaging plan, messaging plan item, or related messaging plan item) that was shown during the call. |
| Response | The response rating recorded for the presentation item (messaging plan, messaging plan item, or related messaging plan item). |
| Duration | The duration in seconds that the presentation item (messaging plan, messaging plan item, or related messaging plan item) was shown during the call. |
| Sequence | Tracks the message plan items that are detailed and submitted for the call. |
Related Topics:
After you enter all of the necessary information for a call, including information about dropped samples, you capture the signature of the contact for the call. You capture this signature to verify the contact's receipt of samples. After you obtain this signature, you cannot update the dropped samples associated with it.
To capture the electronic signature for a call
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Tap Sign in the right pane.
Information about the contact for the call and about the dropped samples for the call appears.
Capture the signature of the contact in the signature input box.
If you make a mistake when capturing the signature, do one of the following as required:
Tap Clear to clear the signature and start again.
Tap Cancel to exit the call signing process.
Save the record.
You can now submit the call for processing.
After you complete all of the information for the call, and after you capture the signature for the disbursed samples, you submit the call for processing. You can submit only calls that have a Status field of Planned or Signed. At least one disbursed sample must be associated with a call before you can submit it.
You submit a call for processing to close the call. After you submit a call, you can review but not update the call. The inventory of the sales representative is decreased by the disbursed samples and disbursed promotional items for the call.
To submit a call for processing
Tap the Side Menu icon on the application banner, and then tap Calls to display the following:
The calendar showing the call planning information in the right pane.
The Contacts and Accounts list in the left pane.
Tap a call on the calendar in the right pane to open it and display the following:
The details for the selected call in the right pane.
A list in the left pane in which you can select the related items for the call.
Tap Submit to submit the call for processing.
The Status field for the call changes to Submitted. You cannot resubmit a call with a Status field value of Submitted. The call is now closed and locked.
