Tasks Flows for Siebel Field Service

Siebel Field Service representatives travel from one customer location to another performing jobs like installation and repairs. This topic summarizes the typical Siebel Field Service task flows that field service representatives or technicians carry out on a daily basis and lists the topics that you should review for further information.

Siebel Field Service task flows are divided into the following areas:

• "Starting the Day".

• "Preparing for Customer Visits"

• "Working on a Job"

• "Finishing a Job"

Starting the Day

Siebel Field Service representatives typically perform the following tasks at the start of each day to plan their daily activities:

• Review the daily activities and schedule. For more information, see "Reviewing Activity Information".

• View the route for the day (that is, view the locations for the activities on the map). For more information, see "Reviewing Activity Information".

• View the notifications list. For more information, see "Reviewing Notification Messages in Siebel Mobile" and "Displaying Location Details in Siebel Mobile".

Preparing for Customer Visits

Siebel Field Service representatives prepare for meetings and customer visits by reviewing all the information associated with the activity. Typical tasks to perform for each activity include the following:

• Review the activity information. For more information, see "Reviewing Activity Information".

• Review the tasks or instructions for the activity and other information (such as service requests, asset details, contact information, account information, and documentation) associated with the activity. For more information, see "Displaying Activity Details".

• Review the inventory in the trunk. If parts are not available in the trunk, then order them. For more information, see "Verifying and Ordering Parts and Tools for an Activity".

• Confirm the availability of substitute parts. For more information, see "Viewing Substitute Information for a Part".

• If you have the skills to complete an activity, then accept the activity to work on it otherwise decline the activity. For more information, see "Accepting an Activity".

• Review the tasks needed to complete the activity. For more information, see "Recording Task Completion for an Activity".

Working on a Job

Siebel Field Service representatives start working on a job when they reach the customer site. Typical tasks to perform include the following:

• Complete each activity task as required and record completion of each task. For more information, see "Recording Task Completion for an Activity".

• Record and update readings as required. For more information, see "Capturing Asset Readings for an Activity"

• Attach media to the service request as required. For example, take a picture or video of the damaged part and attach it to the service request. For more information, see "Attaching Media to an Activity".

• Track the movement of parts and 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".

• Record the time that you spent working to complete the activity. For more information, see "Modifying Time Tracker Information for an Activity".

• Record any expenses that you incurred while working to complete the activity. For more information, see "Modifying Expense Tracker Information for an Activity".

Finishing a Job

Siebel Field Service representatives finish work on a job by completing the following tasks:

• Verify that all tasks for the activity are complete. For more information, see "Recording Task Completion for an Activity".

• Generate a service report for the activity and show it to the customer. For more information, see "Generating Service Reports".

• Create an invoice for the activity. For more information, see "Creating Invoices from Activities".

• Capture the (contact) signature for the invoice. For more information, see "Capturing the Electronic Signature for an Invoice".

• Record customer feedback to the service provided. For more information, see "Capturing the Electronic Signature for an Invoice".

• Record the end time for the activity after you finish work on the job. For more information, see "Modifying Time Tracker Information for an Activity".