Managing Calls for Siebel Consumer Goods

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:

• "Displaying Call Details"

• "Modifying Call Details"

• "Preparing for a Call Visit"

• "Starting a Call"

• "Ending a Call"

• "Modifying Activity Information for a Call"

• "Modifying Retail Audit Information for a Call"

• "Modifying Merchandising Audit Information for a Call"

• "Modifying Order Information for a Call"

• "Modifying Note Information for a Call"

• "Modifying Assessment Information for a Call"

• "Viewing Presentation Information for a Call"

• "Prerequisites to Viewing Presentation Information for a Call"

• "Showing Presentations for a Call"

• "Recording Responses to Presentations"

  
  

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

  
  

Displaying Call Details

You can display call details by using the Call Items view or the home page.

To display call details 

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

   
   

   Note : Alternately, tap Side Menu, tap Calls to display the home page, and then tap a call on the calendar in the main pane to open it and display the following: Call details and activities in the main pane. Summary call details and a second level navigation list in the side pane.

   
   

   Tasks that you can perform from this view include the following:

   • "Modifying Call Details"

   • "Starting a Call"

   • "Ending a Call"

   • "Preparing for a Call Visit"

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Navigate to the following call related information using the second level navigation list in the side pane:

   • Retail Audits. Shows the retail audit information for the call. For more information, see "Modifying Retail Audit Information for a Call".

   • Merchandising Audits. Shows the merchandising audit information for the call. For more information, see "Modifying Merchandising Audit Information for a Call".

   • Orders. Shows the order information for the call. For more information, see "Modifying Order Information for a Call".

   • Notes. Shows the note information for to the call. For more information, see "Modifying Note Information for a Call".

   • Assessments. Shows the assessment information for the call. For more information, see "Modifying Assessment Information for a Call".

   • Presentation Details. Shows the presentation detail information for the call. For more information, see "Viewing Presentation Information for a Call".

   
   

   Note : You configure second level navigation views in Siebel Tools. For more information, see "Configuring Second Level Navigation Views".

   
   

Modifying Call Details

Complete the following procedure to modify the call details.

To modify call details 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Tap the record field that you want to update, and update the field value.

Modifying Activity Information for a Call

Complete the following procedure to modify the call item information (call activity).

To modify the activity information for a call 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a (second level navigation view) list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Update an existing call activity as follows:

   1. 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.

   2. (Optional) Tap the activity that you want to update, and then tap the Start Activity button to record the start date and time for the activity.

   3. (Optional) Tap the activity that you want to update, and then tap the End Activity button to record the end date and time for the activity.

   4. (Optional) Tap an activity of type Retail Order that you want to update, and then tap the Prepare Visit button to automatically create an order for the call. For more information, see "Preparing for a Call Visit".

4. Create a new call activity as follows:

   1. Tap New (the plus (+) icon) next to Activity in the main pane.

   2. Enter the information for the activity in the fields that appear, and then save the record.

Starting a Call

To start a call, complete the following procedure.

To start a call 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Tap the Start button in the main pane to record the start date and time for the call.

4. Review all related information for the call and update the information as required.

   For more information about call related information, see "Displaying Call Details".

Ending a Call

To end a call, complete the following procedure.

To end a call 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Tap the End button in the main pane to record the end date and time for the call.

Preparing for a Call Visit

If an activity of type Retail Order is associated with a call, then you can use the Prepare Visit button to automatically create an order for the call.

To prepare for a visit 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Tap the Prepare Visit button in the main pane to automatically create an order for the call, where the order line items are populated with appropriate products.

Modifying Retail Audit Information for a Call

Complete the following procedure to modify the retail audit information for a call.

To modify the retail audit information for a call 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Update an existing retail audit for the call as follows:

   1. Start the activity (if not already started) as follows:

      • Select an activity of type Retail Audit in the main pane.

      • Tap the Start Activity button to record the start date and time for the activity.

      • Drill down on the Retail Audit link in the Type field.

        All the products for the retail audit associated with the call appear in the main pane. If you can see no products, then tap List Products.

   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. After completing a retail audit for the call, end the activity as follows:

   1. Navigate back to the Call Items view and select the activity, of type Retail Audit, that you want to end.

   2. Tap the End Activity button to record the end date and time for the activity.

Modifying Merchandising Audit Information for a Call

Complete the following procedure to modify the merchandising audit information for a call.

To modify the merchandising audit information for a call  

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Update an existing merchandising audit as follows:

   1. Start the activity (if not already started) as follows:

      • Select an activity of type Merchandising Audit in the main pane.

      • Tap the Start Activity button to record the start date and time for the activity.

      • Drill down on the Merchandising Audit link in the Type field.

        All the products for the merchandising audit appear in the main pane under Merchandising Audit.

   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. Add new products for merchandising audit as follows:

   1. Tap Merchandising Audits in the list in the side pane, and then tap New (the plus (+) icon) next to Merchandising Audit in the main pane.

   2. Enter the information for the product to be audited in the fields that appear, and then save the record.

      After you add one product, the New File button next to Images in the main pane becomes enabled and you can capture images for the product to be audited as described in the next step.

5. Capture images for merchandising audit products as follows:

   1. Tap Merchandising Audits in the list in the side pane.

   2. Select the record that you want to modify, and then tap New File next to Images in the main pane.

   3. Do one of the following as required:

      • Tap Choose Existing, select an existing image file to attach to the record, and then tap OK.

      • Tap Take Photo or Video, take an instant photo or record an instant video, and then tap OK to attach the photo or video to the record.

6. After completing a merchandising audit for the call, end the activity as follows:

   1. Navigate back to the Call Items view and select the activity, of type Merchandising Audit, that you want to end.

   2. Tap the End Activity button to record the end date and time for the activity.

Modifying Order Information for a Call

Complete the following procedure to modify the order information for a call.

To modify the order information for a call 

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear in the main pane.

3. Update an order for an ongoing call as follows:

   1. Start the activity (if not already started) as follows:

      • Select an activity of type Retail Order in the main pane.

      • Tap the Prepare Visit button to create the retail order for the call.

      • Tap the Start Activity button to record the start date and time for the activity.

      • Drill down on the Retail Order link in the Type field.

        The Order - Line Items view appears in the main pane, showing all line items associated with the Retail Order.

   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. After completing an order for the call, end the activity as follows:

   1. Navigate back to the Call Items view and select the activity, of type Order, that you want to end.

   2. Tap the End Activity button to record the end date and time for the activity.

5. Review all the orders associated with the account as follows:

   1. Tap Orders in the list in the side pane.

      All orders associated with the account appear in the main pane.

   2. To modify an order which has not been billed yet, drill down on the order number link in the Order Number field.

   For more information about orders, see "Managing Orders for Siebel Consumer Goods".

Modifying Note Information for a Call

Complete the following procedure to modify the note information for a call.

To modify the note information for a call 

1. Tap Side Menu and then tap Calls Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Update an existing note for the call as follows:

   1. Locate the activity that you want of type Note in the main pane.

   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 note for the call as follows:

   1. Tap Notes in the list in the side pane, and then tap New (the plus (+) icon) next to Notes in the main pane.

   2. Enter the information for the new note in the fields that appear, and then save the record.

Modifying Assessment Information for a Call

Complete the following procedure to modify the assessment information for a call.

To modify the assessment information for a call 

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Update an existing assessment for the call as follows:

   1. Locate the activity that you want of type Assessment in the main pane.

   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 call assessment as follows:

   1. Tap Assessments in the list in the side pane, and then tap New (the plus (+) icon) next to Assessments in the main pane.

   2. Enter the information for the new record in the fields that appear, and then save the record.

Viewing Presentation Information for a Call

Complete the following procedure to view the presentation information for a call. The following types of files are supported: GIF, JPEG, JPG, MP4, PDF, PNG, HTML, and ZIP.

To view the presentation detail information for a call 

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Tap Presentation Details in the list in the side pane.

   All the presentation items (promotions and promotional items) associated with the call appear in the main pane.

   
   

   Note : You must complete ceratin tasks in Siebel CRM for presentation data to appear in this view. For more information, see "Prerequisites to Viewing Presentation Information for a Call".

   
   

   The following table describes the presentation detail information.

   Field Name	Description
   Sequence #	Tracks the presentation items and the order in which the presentation items were shown during the call.
   Promotion	The name of the presentation item that was shown during the call.
   Duration	The duration in seconds that the presentation item was shown during the call.
   Response	The response rating recorded for the presentation item.

   
   

4. To show presentations and record responses to presentations, see "Showing Presentations for a Call" and "Recording Responses to Presentations".

Prerequisites to Viewing Presentation Information for a Call

You must complete the following tasks in Siebel SCRM to populate the Presentations Details view in the Siebel Mobile application for Siebel Consumer Goods with presentation items, and to subsequently view the presentation information for a call:

• Create appropriate literature records in Siebel CRM.

  The literature records must be of type Message, where Release Date is less than and Expiration Date is greater than today's date. For more information, see the topics about Creating Literature Records in Siebel Life Sciences Guide.

• Associate literature with Account Promotions in Siebel CRM.

  For more information, see the topic about Attaching Literature to Promotions in Siebel Consumer Goods Handheld Guide. For more information about working with literature in Siebel Business Applications, see Siebel Applications Administration Guide.

• Configure the server location path where you want to store file contents (presentation items, ZIP files, and so on).

  You do this by setting the following system preferences in Siebel CRM (in the Administration - Application screen, then the System Preferences view):

  System Preference Name	System Preference Value
  Decompressed Files Path	filesystem\assets
  Server Uncompression Location	<Siebel_Installation_Path>\swsm\applicationcontainer\webapps\siebel

  
  

Showing Presentations for a Call

Complete the following procedure to show presentations for a call in the Siebel Mobile application for Siebel Consumer Goods.

To show presentations for a call 

1. Tap Side Menu and then tap Call Items to display the following:

   • Call details and activities in the main pane.

   • Summary call details and a second level navigation list in the side pane.

2. Navigate to the call that you want using the navigation arrows in the main pane.

   All activities for the call appear after the call details in the main pane.

3. Create an activity of type eMerchandising, and then tap the Start Activity button to record the start date and time for the activity.

4. Drill down on the eMerchandising link in the Type field.

   All the promotional items associated with the call appear in the main pane.

5. Tap the Generate button to open and uncompress the presentation.

   After you uncompress a presentation, all the presentation items appear in the main pane (in thumbnail format).

6. Tap the Launch button to go to the Player view, where you can start showing the presentation.

7. Use the Next and Previous arrows to scroll through the presentation.

Recording Responses to Presentations

Complete the following procedure to record responses to presentations for calls in the Siebel Mobile application for Siebel Consumer Goods.

To record responses to presentations for calls 

1. Tap Done in the Player view when you have finished showing the presentation.

   The Feedback page opens showing the list of contacts who attended the presentation session. By default the account's primary contact appears first. For each selected contact, a summary of the content that was presented including the time (in seconds) spent on each presentation item appears after the Contact list in thumbnail format.

2. Capture the customer rating for each presentation item as follows:

   1. Tap the appropriate number of stars after each presentation item as required.

      The significance of each star rating is as follows:

      • One star indicates Rejected.

      • Two stars indicates Not Interested.

      • Three stars indicates Need Data.

      • Four Stars indicates Continue Discussion.

      • Five stars indicates Accepted.

      • No stars indicates No Feedback.

   2. For contact calls, capture the individual ratings for each attendee on the call as follows:

      • Tap a contact in the Contact list.

      • Tap the appropriate number of stars after each presentation item.

      For account calls, you cannot capture the individual ratings for attendees; you can capture the ratings for the account's primary contact only.

   3. If required, tap Suspend to save all response ratings logged so far and exit the Feedback page.

   4. Tap Submit when you have recorded all feedback.

      The response ratings are logged under Presentation Details for the call. For more information, see "Viewing Presentation Information for a Call".