Managing Activities for Siebel Field Service

An activity is a work order assigned to a Field Service representative by the dispatcher.

The following procedures related to activities and activity management are included in this topic:

• "Displaying Activity Details"

• "Verifying and Ordering Parts and Tools for an Activity"

• "Viewing Substitute Information for a Part"

• "Accepting an Activity"

• "Displaying the Task-Based Screen Flow for an Activity"

• "Recording Task Completion for an Activity"

• "Capturing Asset Readings for an Activity"

• "Attaching Media to an Activity"

• "Modifying Part Tracker Information for an Activity"

• "Removing a Serialized Part"

• "Installing a Replacement Serialized Part"

• "Modifying Part Tracker for an Activity by Scanning Barcode Data"

• "Modifying Time Tracker Information for an Activity"

• "Modifying Expense Tracker Information for an Activity"

• "Generating Service Reports"

• "Creating Invoices from Activities"

• "Printing Invoices Associated with an Activity"

• "Capturing the Electronic Signature for an Invoice"

  
  

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

  
  

Displaying Activity Details

You can display activity details by using the Calendar on the home page.

To display activity details  

1. On the home page, tap an activity icon on the calendar and then tap Info to drill down on the detail information for the selected activity.

   All details for the selected activity appear in the right pane in the Activity Details view from where you can perform the following tasks:

   • "Verifying and Ordering Parts and Tools for an Activity"

   • "Viewing Substitute Information for a Part"

   • "Accepting an Activity"

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap the Side Menu under Substitutes in the right pane, and then tap one of the following to view more information about the selected activity:

   • Tasks. Tap to view the tasks (if any) that must be completed for the activity.

   • Service Request. Tap to view all the service request information for the activity.

   • Asset Details. Tap to view all the asset information for the activity.

   • Contact Information. Tap to view all the contact information for the activity.

   • Account Information. Tap to view all the account information for the activity.

   • Documentation. Tap to view all the documentation for the activity.

3. Tap Map in the right pane to return to the home page.

Verifying and Ordering Parts and Tools for an Activity

Complete the following procedure to check part availability in the trunk, and to verify and order parts and tools for an activity. Before visiting a customer to service or 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  

1. On the home page, tap an activity icon on the calendar and then tap Info to drill down on the detail information for the selected activity.

   All details for the activity appear in the right pane. For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap the down arrow next to Parts & Tools to expand and show all the parts and tools associated with the activity.

3. Select a part or tool, and then tap Check Trunk to verify that the required part or tool is in your vehicle trunk.

   The number of part or tool available in your vehicle trunk appears.

4. Order a part or tool for the activity as follows:

   1. Select the part or tool that you want to order, and then tap Order Part.

      If an order does not already exist for the part or tool, then an order for the part or tools is created.

   2. Tap the link in the Order Number field to drill down on the selected record.

Viewing Substitute Information for a Part

Complete the following procedure to view the substitute information for a part.

To view the substitute information for a part 

1. On the home page, tap an activity icon on the calendar and then tap Info to drill down on the detail information for the selected activity.

   All details for the activity appear in the right pane. For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap the down arrow next to Parts & Tools to expand and show all the parts and tools associated with the activity, and then select a part.

3. Tap Substitutes to expand and show all the substitute availability information for the selected part.

Accepting an Activity

Complete the following procedure to accept (or decline) an activity to work upon.

To accept an activity 

1. On the home page, tap an activity icon on the calendar and then tap Info to drill down on the detail information for the selected activity.

   All details for the activity appear in the right pane. For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Accept in the right pane to accept and start working on the activity.

   Once accepted, the activity turns green and the activity icon changes to a right arrow on the calendar. The Job Status for the activity changes to Acknowledged.

   If you cannot take up this activity for any reason, then tap Decline to decline the activity. Once declined, the activity turns light orange and the activity icon changes to an exclamation mark on the calendar. The Job Status for the activity changes to Declined.

Displaying the Task-Based Screen Flow for an Activity

You can display the task-based screen flow for an activity by using the Calendar on the home page. For more information about the home page, see "Using the Home Page for Siebel Field Service".

To display the task-based screen flow for an activity 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   The Service Request information for the selected activity appears in the right pane. The Appointment information and task-based screen flow for the activity appears in the left pane. The task-based screen flow consists of the following options:

   • Tasks to Complete. See "Recording Task Completion for an Activity".

   • Readings. See "Capturing Asset Readings for an Activity".

   • Photos/Videos. See "Attaching Media to an Activity".

   • Part Tracker. See "Modifying Part Tracker Information for an Activity".

   • Time & Expense. See "Modifying Time Tracker Information for an Activity" and "Modifying Expense Tracker Information for an Activity".

   • Finish. See "Generating Service Reports", "Creating Invoices from Activities", "Printing Invoices Associated with an Activity", and "Capturing the Electronic Signature for an Invoice".

   You can customize the task-based screen flow for an activity by configuring second level navigation views in Siebel Tools for your Siebel application as required. For more information, see "Configuring Second Level Navigation Views".

2. Tap the Side Menu under Service Request in the right pane, and then tap one of the following to view more information about the selected activity:

   • Account Information. Tap to view all the account information for the activity.

   • Contact Information. Tap to view all the contact information for the activity.

   • Ordered Parts. Tap to view all the parts ordered for the activity.

   • Asset Details. Tap to view all the asset information for the activity.

   • Documentation. Tap to view all the documentation for the activity.

3. Tap the calendar icon next to the Appointment information in the left pane to return to the home page.

Recording Task Completion for an Activity

Complete the following procedure to view and record task completion for an activity. You record task completion to keep track of your work progress on the activity.

To record task completion for an activity  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Tasks to Complete in the left pane.

   A list of all the tasks associated with the activity appears in the right pane.

3. Record task completion for each activity task as follows:

   
   

   Note: Field service technicians need only complete the tasks that are relevant to the job in hand.

   
   

   1. Tap the white circle next to a task to record the start time for the task.

      The color of the circle changes to yellow indicating that the task is in process.

   2. Tap the yellow circle next to a task to record the end time for the task.

      The color of the circle changes to green indicating that the task is complete.

   3. (Optional) Tap the green circle next to a task to reopen the task.

      The color of the circle changes to white indicating that the task has not been started.

   4. (Optional) Tap the white circle next to the last task in the list to record completion of all the tasks at the same time.

      The color of the circle next to each task changes to green, indicating that the task is complete.

Capturing Asset Readings for an Activity

For tasks such as taking a utility meter reading or measuring hydraulic pressure, you must record an asset reading. Complete the following procedure to view, and capture asset readings.

To capture an asset reading for an activity 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Readings in the left pane.

   The Asset Readings view appears in the right pane.

3. Capture a new asset reading as follows:

   1. Under Readings, use the left and right arrows to scroll through the list of different readings that can be captured (as set up for the asset).

   2. Tap an individual reading, and then tap the plus (+) icon to capture a new reading.

   3. Enter the information for the new reading in the fields that appear.

   4. Navigate away from the record to save the record.

Attaching Media to an Activity

Complete the following procedure to attach media (photos or videos) to an activity.

To attach media to an activity 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Photos/Videos in the left pane.

   The Photos/Videos view appears in the right pane.

3. Attach media to the selected activity as follows:

   1. Tap New File in the right pane.

   2. Do one of the following as required:

      • Take a photo or record a video.

      • Select an existing photo or video file from the existing photo library.

   The following file formats are supported: jpeg, png, MOV, and mp4.

Modifying Part Tracker Information for an Activity

Complete the following procedure to modify the part tracker information for an activity and to track and create new activity part movements. You use part tracker to track part movements between locations.

To modify the part tracker information for an activity  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Part Tracker in the left pane.

   The Part Tracker view appears in the right pane showing all the tracked parts associated with the activity.

3. Update an existing activity part movement (part tracker record) as follows:

   1. Tap the part tracker record that you want to update.

   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. Create a new activity part movement (part tracker record) as follows:

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

   2. Enter the information for the new part movement in the fields that appear. The following table describes the fields.

      Field Name	Description
      Product	Select the product that is associated with the part.
      Quantity	Type the quantity of the part.
      From	Select the location from where you want to move the part.
      To	Select the location to where you want to move the part.
      Status	Select a status for the part.
      Asset #	Select an asset number to associate with the part.
      Part Number	The part number associated with the product.
      Comments	Type any necessary comment about the activity part movement.
      Billable	Select this check box to indicate if the part movement is billable. Otherwise deselect this check box.

      
      

   3. Navigate away from the record to save the record.

5. Tap the cogwheel icon in the right pane, and then 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.

   
   

Removing a Serialized Part

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  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Part Tracker in the left pane.

   The Part Tracker view appears in the right pane showing all the tracked parts associated with the activity.

3. Remove the serialized part as follows:

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

   2. Enter the information for the part movement in the fields that appear. The following table describes the fields.

      Field Name	Description
      Product	Select the product that is associated with the part.
      Quantity	Type the quantity of the part.
      From	Select a value of Customer.
      To	Select a value of Trunk.
      Status	Select a value of Defective.
      Asset #	Select an asset number to associate with the part.
      Billable	Select this check box to indicate if the part movement is billable. Otherwise deselect this check box.

      
      

   3. Navigate away from the record to save the record.

4. Tap the cogwheel icon in the right pane, and then 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.

   
   

5. Tap the cogwheel icon in the right pane, and then tap RMA to create a return merchandise authorization for the part movement.

Installing a Replacement Serialized Part

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  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Part Tracker in the left pane.

   The Part Tracker view appears in the right pane showing all the tracked parts associated with the activity.

3. Install a replacement serialized part as follows:

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

   2. Enter the information for the part movement in the fields that appear. 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.

      
      

   3. Navigate away from the record to save the record.

4. Tap the cogwheel icon in the right pane, and then 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.

   
   

Modifying Part Tracker for an Activity by Scanning Barcode Data

You can use a barcode reader to update the existing part tracker information for an activity by scanning the part's barcode data or add new part tracker records 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 part tracker information for an activity by scanning barcode data  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Part Tracker in the left pane.

   The Part Tracker view appears in the right pane showing all the tracked parts associated with the activity.

3. Update an existing part tracker record by scanning the barcode data as follows:

   1. Tap the part tracker record that you want to update, and then tap the Barcode Update icon.

   2. 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).

   3. Scan the barcode.

      The appropriate field (Asset #) in the selected part tracker 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.

      
      

4. Add a new part tracker record by scanning the part's barcode data as follows:

   1. Tap the Barcode New icon.

   2. 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).

   3. 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.

      
      

   4. Enter other appropriate field values in the new record.

Modifying Time Tracker Information for an Activity

Complete the following procedure to modify the time tracker information for an activity. Time tracker includes information about the time spent working on an activity (for example, travel and labor time). You can include this time in a customer invoice.

To modify the time tracker information for an activity  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Time & Expense Tracker in the left pane.

   The Time & Expense Tracker view appears in the right pane showing the time spent working on the activity under Time Tracker, the expenses incurred while working on the activity under Expense Tracker, and the photos associated with the activity under Attachments.

3. Create a new time tracker record as follows:

   1. Under Time Tracker, tap the plus (+) icon in the right pane.

   2. Enter the information for the new record in the fields that appear. The following table describes the fields.

      Field Name	Description
      Type	Select the type of time (for example: Work, Travel, Service. Consulting).
      Date	Select the date of the time.
      Start Time	The start time for the activity, which defaults to the current time but you can change this as required.
      End Time	Type the end time for the activity. You can leave this field blank, and tap End in the right pane to record the current time in the End Time field.
      Billable	Select this check box to indicate if the time is billable. Otherwise deselect it

      
      

   3. Navigate away from the record to save the record.

4. To update an existing time tracker record, tap the record field that you want to update, and then update the field value.

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

Modifying Expense Tracker Information for an Activity

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  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Time & Expense Tracker in the left pane.

   The Time & Expense Tracker view appears in the right pane showing the time spent working on the activity under Time Tracker, the expenses incurred while working on the activity under Expense Tracker, and the photos associated with the activity under Attachments.

3. Create a new expense tracker record as follows:

   1. Under Expense Tracker, tap the plus (+) icon in the right pane.

   2. Enter the information for the new expense incurred in the fields that appear. The following table describes the fields.

      Field Name	Description
      Type	Select the type of expense (for example: Car Rental, Dinner, Conference).
      Amount	Type the amount to expense.
      Date	The date the expense was incurred.
      Comments	Type any necessary comment about the expense.
      Rate	Select a rate for the expense (for example: Expense or Material).
      Billable	Select this check box to indicate if the expense is billable. Otherwise deselect it.

      
      

   3. Navigate away from the record to save the record.

4. To update an existing expense tracker record, tap the record field that you want to update, and then update the field value.

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

Generating Service Reports

Complete the following procedure to generate a service report for an activity.

To generate a service report for an activity 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Finish in the left pane.

   The Invoices view appears in the right pane.

3. Tap Report in the right pane to generate a service report for the activity.

   The service report appears in the right pane. The service report summarizes all the task information, readings, part tracker, time tracker, and expense tracker information for the activity.

   The field service representative shows the service report to the customer.

4. When the customer has reviewed the service report, tap OK to return to the Invoices view.

Creating Invoices from Activities

When you create an invoice from an activity, an invoice record is automatically created for the activity using the data from the activity.

To create an invoice from an activity 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Finish in the left pane.

   The Invoices view appears in the right pane.

3. Tap Create Invoice in the right pane to create an invoice from the activity.

   A new invoice is appended to the invoice list in the right pane.

4. Tap Print to preview the invoice details.

   For more information, see "Printing Invoices Associated with an Activity".

5. Tap Sign to obtain a signature for the invoice.

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

Printing Invoices Associated with an Activity

Complete the following procedure to print an invoice associated with an activity.

Note: The print invoice capability in the Siebel Mobile application for Siebel Field 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 

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Finish in the left pane.

   The Invoices view appears in the right pane.

3. Tap the invoice that you want to print.

4. Tap Print to preview the invoice details.

   Use the mobile device browser features to print or email the invoice as required.

Capturing the Electronic Signature for an Invoice

After you create an invoice, you capture the (contact) signature for the invoice. You capture this signature to verify that the contact reviewed the invoice.

To capture the electronic signature for an invoice  

1. On the home page, tap an activity name on the calendar to drill down on the task-based screen flow for the selected activity.

   For more information about the home page, see "Using the Home Page for Siebel Field Service".

2. Tap Finish in the left pane.

   The Invoices view appears in the right.

3. Tap the invoice for which you want to capture the electronic signature.

4. Capture a signature for the invoice as follows:

   1. Tap Sign.

      Information about the invoice appears in the right pane. A Signature applet appears below the invoice information.

   2. In the Contact field, select the name of the contact who signs for the invoice.

   3. Capture the signature of the contact in the signature input box.

   4. If you make a mistake when capturing the signature, tap Clear to clear the signature and start again.

   5. Tap Save when finished.

   6. Complete the Customer Satisfaction Survey when prompted, and then tap Finish.