Bookshelf Home | Contents | Index | PDF |
Siebel Field Service Guide > Service Requests and Solutions > Process of Managing Service Requests > Associating Activities with Service Requests (End User)Service requests are frequently associated with activities to perform to resolve problems for customers. This topic contains the following related information:
This task is a step in Process of Managing Service Requests. Associating Activity Plans with Service RequestsIn the Activity Plans view, you can select an activity template to automatically associate the activities in the template with a service request. Engineers work on these activities to resolve the service request. For more information about activity plans and activity templates, see Service Activities. To associate an activity plan with a service request
Associating Activities with Service Requests ManuallyYou can manually associate activities with service requests, and then add information to the activities. This information includes the recommended steps that field service engineers can perform to complete the activity, additional instructions about the activity, items (such as parts and tools) that field service engineers need to complete the activity, and the skills (such as language proficiency and product knowledge) that field service engineers must possess to complete the activity. Assignment Manager uses the skills for an activity to assign the activity to the appropriate employee. For more information about Assignment Manager and about setting up the skills that you can assign to an activity, see Siebel Assignment Manager Administration Guide. To manually associate an activity with a service request
|
Siebel Field Service Guide | Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Legal Notices. | |