Siebel Field Service Guide > Service Requests and Solutions >
About the Process Flow for Service Requests
Figure 1 shows the process flow for managing a service request from a customer.
Figure 1. Process Flow for Managing a Service Request
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This process flow includes the following steps:
- Receive a request for service.
- Generate a service request.
- Verify the request by confirming the following information:
- The account
- The caller (contact)
- Assets
- Entitlements for service
- Warranties
- Try to solve the problem by using known solutions.
- If known solutions do not solve the problem, then generate activities for service.
- Order parts, if needed.
- Schedule a field service engineer, and assign activities to that field service engineer, if needed. For more information, see Scheduling Using Siebel Scheduler and Dispatch Board.
- Perform the activities.
- Close the service request.
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