12Using the Siebel Mobile Disconnected Application for Siebel Field Service
Using the Siebel Mobile Disconnected Application for Siebel Field Service
This chapter describes the tasks that a user of the Siebel Mobile application for Siebel Field Service can execute in online (connected) and offline (disconnected) mode. Tasks and features that are not supported in offline mode are listed. It includes the following topics:
Using the Home Page for Siebel Field Service
The Siebel Mobile application for Siebel Field Service uses the Zante UI theme by default. If using an earlier version of the Siebel Mobile application for Siebel Field Service, prior to Siebel Innovation Pack 2015, then it is recommended that you reconfigure any enhancements made. For more information about the Zante theme and navigating the UI using the Zante theme, see About the Siebel Mobile Aurora and Zante UI Themes and the remaining procedures in this topic.
The following procedures related to using the home page of the Siebel Mobile application for Siebel Field Service are included in this topic:
Navigating to the Home Page (Siebel Field Service)
The following procedure shows you how to navigate to the home page of the Siebel Mobile application for Siebel Field Service (if not already displayed).
To navigate to the home page
Tap Side Menu and then tap Activities to display the home page.
The home page consists of the calendar and the map view:
The Map in the main pane or work area shows the location of activities or appointments. The map view uses Oracle Spatial.
The Calendar in the side pane shows the scheduling information for activities or appointments. Different icons appear on the calendar (beside the activity name) indicating the status of the activity or appointment as described in the following table.
For more information about using the calendar view and map view, see Reviewing Activity Information.
Table Activity Status and Corresponding Icons
Icon
Description
Status
A full page.
Scheduled (dispatched)
An arrow that turns around a corner
Acknowledged
A check mark
Done
An exclamation mark
Declined
Reviewing Activity Information
On the home page, you can review the activity information.
To review the activity information
Tap Side Menu and then tap Activities to display the home page.
On the map in the main pane, you can do the following:
Review Routes (the pin icons) to familiarize yourself with the locations of the activities.
Tap a Route (pin icon) to see summary information for the selected record, which includes the activity name and address location.
On the calendar in the side pane, you can do the following:
Use the navigation arrows to navigate across dates and view the activities scheduled on different dates.
Tap Today to see the activities scheduled for today’s date.
Tap Daily, Weekly, or Monthly (or the corresponding calendar icons) to switch between the daily, weekly, or monthly view of activities scheduled.
Tap an activity icon on the calendar, and then tap Info to drill down on the detail information for the selected record. For more information, see Displaying Activity Details (Siebel Field Service). For more information about activity icons, see Navigating to the Home Page (Siebel Field Service).
Note: The Map and Info buttons in the main pane persist for certain views in the Siebel Mobile application for Siebel Field Service. Tap Info to drill down on a selected activity. Tap Map to return to the home page (calendar and map views).Tap an activity name on the calendar to drill down on the task-based screen flow for the selected record. For more information, see Displaying the Task-Based Screen Flow for an Activity.
Schedule a personal appointment. For more information, see Scheduling Personal Appointments.
Scheduling Personal Appointments
On the home page, you can schedule a personal appointment.
To schedule personal appointments
Tap Side Menu and then tap Activities to display the home page.
For more information about the home page, see Using the Home Page for Siebel Field Service.
On the calendar in the side pane, schedule a new personal appointment as follows:
Tap New (the plus (+) icon).
Enter the information for the new personal appointment on the Add Personal Appointment dialog that appears, and then tap Add.
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 (Siebel Field Service)
You can display activity details by using the calendar on the home page.
To display activity details
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 main pane in the Activity Details view from where you can perform the following tasks:
For more information about the home page, see Using the Home Page for Siebel Field Service.
Tap the Side Menu under Substitutes in the main 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 the service request information for the activity.
Asset Details. Tap to view the asset information for the activity.
Contact Information. Tap to view the contact information for the activity.
Account Information. Tap to view the account information for the activity.
Documentation. Tap to view the documentation for the activity.
Tap Map in the main 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
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 main pane. For more information about the home page, see Using the Home Page for Siebel Field Service.
Tap the down arrow next to Parts & Tools to expand and show the parts and tools associated with the activity.
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.
Order a part or tool for the activity as follows:
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.
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
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 main pane. For more information about the home page, see Using the Home Page for Siebel Field Service.
Tap the down arrow next to Parts & Tools to expand and show the parts and tools associated with the activity, and then select a part.
Tap Substitutes to expand and show 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
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 main pane. For more information about the home page, see Using the Home Page for Siebel Field Service.
Tap Accept in the main pane to accept and start working on the activity.
Once accepted, the Job Status for the activity changes to Acknowledged and the activity icon on the calendar changes accordingly (to an arrow that turns around a corner).
If you cannot take up this activity for any reason, then tap Decline to decline the activity. Once declined, the activity icon on the calendar changes to an exclamation mark and 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
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 main pane. The Appointment information and task-based screen flow for the activity appears in the side 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 in Siebel Field Service, Printing Invoices Associated with Activities, and Capturing Signatures for Invoices in Siebel Field Service.
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.
Tap the Side Menu under Service Request in the main pane, and then tap one of the following to view more information about the selected activity:
Account Information. Tap to view the account information for the activity.
Contact Information. Tap to view the contact information for the activity.
Ordered Parts. Tap to view the parts ordered for the activity.
Asset Details. Tap to view the asset information for the activity.
Documentation. Tap to view the documentation for the activity.
Tap the calendar icon next to the Appointment information in the side 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
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.
Tap Tasks to Complete in the side pane.
A list of the tasks associated with the activity appears in the main pane.
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.Tap the empty switch next to a task to record the start time for the task.
The switch starts to close or fill up indicating that the task is in progress.
Tap the same switch next to same task again to record the end time for the task.
The switch closes indicating that the task is complete.
(Optional) Tap the closed switch next to a task to reopen the task.
(Optional) Tap the empty switch next to the last task in the list to record to record completion of all the tasks at the same time.
The switch next to each task closes, indicating that all tasks are 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
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.
Tap Readings in the side pane.
The Asset Readings view appears in the main pane.
Capture a new asset reading as follows:
Under Readings, use the navigation arrows to move through the list of different readings that can be captured.
Tap an individual reading, and then tap New (the plus (+) icon) to capture a new reading.
Enter the information for the new reading in the fields that appear.
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
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.
Tap Photos/Videos in the side pane.
The Photos/Videos view appears in the main pane.
Attach media to the selected activity as follows:
Tap New File in the main pane.
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
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.
Tap Part Tracker in the side pane.
The Part Tracker view appears in the main pane showing the tracked parts associated with the activity.
Update an existing activity part movement (part tracker record) as follows:
Tap the part tracker record that you want to update.
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.
Create a new activity part movement (part tracker record) as follows:
Tap New (the plus (+) icon) in the main pane.
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.
Navigate away from the record to save the record.
Tap Menu (the cogwheel icon) in the main 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
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.
Tap Part Tracker in the side pane.
The Part Tracker view appears in the main pane showing the tracked parts associated with the activity.
Remove the serialized part as follows:
Tap New (the plus (+) icon) in the main pane.
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.
Navigate away from the record to save the record.
Tap Menu (the cogwheel icon) in the main 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.Tap Menu (the cogwheel icon) in the main 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
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.
Tap Part Tracker in the side pane.
The Part Tracker view appears in the main pane showing the tracked parts associated with the activity.
Install a replacement serialized part as follows:
Tap New (the plus (+) icon) in the main pane.
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.
Navigate away from the record to save the record.
Tap Menu (the cogwheel icon) in the main pane, and then tap Commit.
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
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.
Tap Part Tracker in the side pane.
The Part Tracker view appears in the main pane showing the tracked parts associated with the activity.
Update an existing part tracker record by scanning the barcode data as follows:
Tap the part tracker record that you want to update, and then tap the Barcode Update icon.
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).
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.
Add a new part tracker record by scanning the part’s barcode data as follows:
Tap the Barcode New icon.
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).
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.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
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.
Tap Time & Expense Tracker in the side pane.
The Time & Expense Tracker view appears in the main 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.
Start a new time tracker record as follows:
Next to Time Tracker, tap Start (the plus (+) icon) in the main pane.
Enter the information for the new record in the fields that appear.
The following table describes the fields. You must navigate away from the record to save your record.
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 main pane to record the current time in the End Time field. The End button is supported only in online mode.
Billable
Select this check box to indicate if the time is billable. Otherwise deselect it
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
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.
Tap Time & Expense Tracker in the side pane.
The Time & Expense Tracker view appears in the main 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.
Create a new expense tracker record as follows:
Next to Expense Tracker, tap New (the plus (+) icon) in the main pane.
Enter the information for the new expense incurred in the fields that appear.
The following table describes the fields. You must navigate away from the record to save the record.
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.
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
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.
Tap Finish in the side pane.
The Invoices view appears in the main pane.
Tap Report in the main pane to generate a service report for the activity.
The service report appears in the main 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.
When the customer has reviewed the service report, tap OK to return to the Invoices view.
Creating Invoices from Activities in Siebel Field Service
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
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.
Tap Finish in the side pane.
The Invoices view appears in the main pane.
Tap Create Invoice in the main pane to create an invoice from the activity.
A new invoice is appended to the invoice list in the main pane.
Note: To create an invoice from an activity, note that the Billable check box must be selected on the activity.Tap to preview the invoice details.
For more information, see Printing Invoices Associated with Activities.
Tap Sign to obtain a signature for the invoice.
For more information, see Capturing Signatures for Invoices in Siebel Field Service.
Printing Invoices Associated with Activities
Complete the following procedure to print an invoice associated with an activity.
To print an invoice associated with an activity
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.
Tap Finish in the side pane.
The Invoices view appears in the main pane.
Tap the invoice that you want to print.
Tap Print to preview the invoice details.
Use the mobile device browser features to print or email the invoice as required.
Capturing Signatures for Invoices in Siebel Field Service
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
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.
Tap Finish in the side pane.
The Invoices view appears in the main pane.
Tap the invoice for which you want to capture the electronic signature.
Capture a signature for the invoice as follows:
Tap Sign.
Information about the invoice appears in the main pane. A Signature applet appears after the invoice information.
In the Contact field, select the name of the contact who signs for the invoice.
Capture the signature of the contact in the signature input box.
If you make a mistake when capturing the signature, tap Clear to clear the signature and start again.
Tap Save when finished.
Complete the Customer Satisfaction Survey when prompted, and then tap Finish.
Note: The Customer Satisfaction Survey is supported only in online mode.
Managing Service Requests for Siebel Field Service
A service request is a customer request for service. It includes the activities associated with the request and information about the response to the request.
The following procedures related to service requests and service request management are included in this topic:
Displaying Service Request Information
Complete the following procedure to display service request information.
To display service request information
Tap Side Menu and then tap Service Request to display the following:
The Service Requests list in the main pane.
The Calendar showing the activity planning information in the side pane.
Update an existing service request as follows:
Tap a service request in the Service Requests list.
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.
Note: You cannot modify service requests that are closed.Create a new service request as follows:
Tap New (the plus (+) icon) in the main pane.
Enter the information for the new service request in the fields that appear.
You must navigate away from the record to save the record.
In the Service Requests list, tap the link in the SR# field to drill down on the selected record.
All details for the selected service request appear in the main pane, from where you can do the following:
Modifying Activity Information for a Service Request
Complete the following procedure to modify the activity information for a service request. You can add a specific activity to a service request that is associated with an account. You can also add a miscellaneous activity, such as depositing funds at a bank or obtaining service work on a truck, to a service request that is not associated with an account.
To modify the activity information for a service request
Tap Side Menu and then tap Service Request to display the following:
The Service Requests list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Service Requests list, tap the link in the SR# field to drill down on the selected record.
All details for the selected service request appear in the main pane.
Update an existing service request activity as follows:
Tap the down arrow next to Activities to expand and show the activities associated with the service request.
Tap the activity that you want to update.
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.
Create a new service request activity as follows:
Tap New (the plus (+) icon) in the main pane.
Enter the information for the new activity in the fields that appear.
You must navigate away from the record to save the record.
Modifying Order Information for a Service Request
Complete the following procedure to modify the order information for a service request.
To modify the order information for a service request
Tap Side Menu and then tap Service Request to display the following:
The Service Requests list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Service Requests list, tap the link in the SR# field to drill down on the selected record.
All details for the selected service request appear in the main pane.
Update an existing service request order as follows:
Tap the down arrow next to Orders to expand and show the orders associated with the service request.
Tap the order that you want to update.
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.
Create a new service request order as follows:
Tap New (the plus (+) icon) in the main pane.
Enter the information for the new order in the fields that appear.
You must navigate away from the record to save the record.
Viewing Invoice Information for Service Requests
Complete the following procedure to view the invoice information for a service request.
To view the invoice information for a service request
Tap Side Menu and then tap Service Request to display the following:
The Service Requests list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Service Requests list, tap the link in the SR# field to drill down on the selected record.
All details for the selected service request appear in the main pane.
Tap the down arrow next to Invoices to expand and show the invoices associated with the service request.
Tap the link in the Invoice # field to drill down on the selected record and view the details of the invoice.
Printing Invoices Associated with Service Requests
Complete the following procedure to print an invoice associated with a service request.
To print an invoice associated with a service request
Tap Side Menu and then tap Service Request to display the following:
The Service Requests list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Service Requests list, tap the link in the SR# field to drill down on the selected record.
All details for the selected service request appear in the main pane.
Tap the down arrow next to Invoices to expand and show the invoices associated with the service request.
Tap the link in the Invoice # field to drill down on the selected record and review the details of the invoice.
Tap Print to preview the invoice details.
Use the mobile device browser features to print or email the invoice as required.
Managing Accounts for Siebel Field Service
An account is a company or individual with whom your company conducts business. It represents the relationship between your company and that company or individual. You can use the Account Details screen as the primary navigation tool for your customer interactions.
The following procedures related to accounts and account management are included in this topic:
Displaying Account Details (Siebel Field Service)
You can display account details by using the Accounts list.
To display account details
Tap Side Menu and then tap Accounts to display the following:
The Accounts list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Accounts list, tap the link in the Account field to drill down on the selected record.
All details for the selected account appear in the main pane, from where you can do the following:
Viewing Contact Information for an Account
Complete the following procedure to view the contact information for an account.
To view the contact information for an account
Tap Side Menu and then tap Accounts to display the following:
The Accounts list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Accounts list, tap the link in the Account field to drill down on the selected record.
All details for the selected account appear in the main pane.
Under Contacts, scroll through the Contacts associated with the account.
Modifying Service Request Information for an Account
Complete the following procedure to modify the service request information for an account.
To modify the service request information for an account
Tap Side Menu and then tap Accounts to display the following:
The Accounts list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Accounts list, tap the link in the Account field to drill down on the selected record.
All details for the selected account appear in the main pane.
Update an existing account service request as follows:
Tap the down arrow next to Service Requests to expand and show the service requests associated with the account.
Tap the service request that you want to update.
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.
Create a new account service request as follows:
Tap New (the plus (+) icon) in the main pane.
Enter the information for the new service request in the fields that appear.
You must navigate away from the record to save the record.
Viewing Asset Information for an Account
Complete the following procedure to view the asset information for an account.
To view the asset information for an account
Tap Side Menu and then tap Accounts to display the following:
The Accounts list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Accounts list, tap the link in the Account field to drill down on the selected record.
All details for the selected account appear in the main pane.
Tap the down arrow next to Assets to expand and show the assets associated with the account.
Tap the link in the Asset# field to drill down on the selected record and view the details of the asset.
Viewing Entitlement Information for an Account
Complete the following procedure to view the entitlement information for an account.
To view the entitlement information for an account
Tap Side Menu and then tap Accounts to display the following:
The Accounts list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Accounts list, tap the link in the Account field to drill down on the selected record.
All details for the selected account appear in the main pane.
Tap the down arrow next to Entitlements to expand and show the entitlements associated with the account.
Managing Parts for Siebel Field Service
A part is an item that you sell to the customer.
The following procedures related to parts and part management are included in this topic:
Displaying Part Details
You can display part details by using the Inventory Level list.
To display part details
Tap Side Menu and then tap Inventory to display the following:
The Inventory Level list in the main pane.
The Calendar showing the activity planning information in the side pane.
Viewing the Good and Defective Availability Informationfor a Part
Complete the following procedure to view the availability information for a part.
To view the availability information for a part
Tap Side Menu and then tap Inventory to display the following:
The Inventory Level list in the main pane.
The Calendar showing the activity planning information in the side pane.
To view the inventory level availability for good parts, select Good from the drop-down menu under Inventory Level.
To view the inventory level availability for defective parts, select Defective from the drop-down menu under Inventory Level.
Managing Orders for Siebel Field Service
An order is a commitment on the part of the customer to purchase products and services at a specific price. It can be generated from a quote or created directly by a sales person, call center agent, and field technician.
The following procedures related to orders and order management are included in this topic:
Displaying Order Details (Siebel Field Service)
You can display order details by using the Orders list.
To display order details
Tap Side Menu and then tap Orders to display the following:
The Orders list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Orders list, tap the link in the Order # field to drill down on the selected record.
All details for the selected order appear in the main pane, from where you can do the following:
Modifying Order Information
Complete the following procedure to modify order information.
To modify order information
Tap Side Menu and then tap Orders to display the following:
The Orders list in the main pane.
The Calendar showing the activity planning information in the side pane.
Update an existing order as follows:
In the Orders list, tap the link in the Order # field to drill down on the selected record.
All details for the selected order appear in the main pane.
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.
To add more line items to the order, see Modifying Line Item Information for an Order.
You cannot create a new order from the Orders view. You can create a new order by navigating to one of the following views:
Activities, then Recommended Parts and Tools. For more information, see Verifying and Ordering Parts and Tools for an Activity.
Activities, then Part Tracker (and using the RMA link). For more information, see Removing a Serialized Part.
Modifying Line Item Information for an Order
Complete the following procedure to modify the line item information for an order.
To modify the line item information for an order
Tap Side Menu and then tap Orders to display the following:
The Order s list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Orders list, tap the link in the Order # field to drill down on the selected record.
All details for the selected order appear in the main pane.
Update an existing order line item as follows:
Tap the line item that you want to update.
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.
Create a new order line item as follows:
Tap New (the plus (+) icon).
Enter the information for the new line item in the fields that appear.
You must navigate away from the record to save the changes to it.
Managing Invoices for Siebel Field Service
An invoice is a bill to the customer for parts, labor, and other expenses that you incur.
The following procedures related to invoices and invoice management are included in this topic:
Displaying Invoice Details (Siebel Field Service)
You can display invoice details by using the Invoices list.
To display invoice details
Tap Side Menu and then tap Invoices to display the following:
The Invoices list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Invoices list, tap the link in the Invoice # field to drill down on the selected record.
All details for the selected invoice appear in the main pane, from where you can do the following:
Viewing Line Item Information for an Invoice
Complete the following procedure to view the line item information for an invoice.
To view the line item information for an invoice
Tap Side Menu and then tap Invoices to display the following:
The Invoices list in the main pane
The Calendar showing the activity planning information in the side pane.
In the Invoices list, tap the link in the Invoice # field to drill down on the selected record.
All details for the selected invoice appear in the main pane.
Printing Invoices
Complete the following procedure to print an invoice.
To print an invoice
Tap Side Menu and then tap Invoices to display the following:
The Invoices list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Invoices list, tap the link in the Invoice # field to drill down on the selected record.
All details for the selected invoice appear in the main pane.
Tap Print to preview the invoice details.
Use the mobile device browser features to print or email the invoice as required.
Managing Assets for Siebel Field Service
An asset is property or an item of value that your company owns.
The following procedures related to assets and asset management are included in this topic:
Displaying Asset Details
You can display asset details by using the Assets list.
To display asset details
Tap Side Menu and then tap Assets to display the following:
The Assets list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Assets list, tap the link in the Asset # field to drill down on the selected record.
All details for the selected asset appear in the main pane, from where you can do the following:
Viewing Measurement Information for an Asset
Complete the following procedure to view the measurement information for an asset. You might view measurement information to record readings for utility meters or to measure hydraulic pressure.
To view the measurement information for an asset
Tap Side Menu and then tap Assets to display the following:
The Assets list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Assets list, tap the link in the Asset # field to drill down on the selected record.
All details for the selected asset appear in the main pane.
Under Readings, use the navigation arrows to move through the list of different readings that can be captured. For example: Pump Pressure, Odometer, and Oil Pressure.
Capturing a Reading for an Asset
For tasks such as taking a utility meter reading or measuring hydraulic pressure, you must record an asset reading.
To capture a reading for an asset
Tap Side Menu and then tap Assets to display the following:
The Assets list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Assets list, tap the link in the Asset # field to drill down on the selected record.
All details for the selected asset appear in the main pane.
Capture a new asset reading as follows:
Under Readings, use the navigation arrows to move through the list of different readings that can be captured.
Tap an individual reading, and then tap New (the plus (+) icon) to capture a new reading.
Enter the information for the new reading in the fields that appear, and then save the record.
Viewing Warranty Information for an Asset
Complete the following procedure to view the warranty information for an asset.
To view the warranty information for an asset
Tap Side Menu and then tap Assets to display the following:
The Assets list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Assets list, tap the link in the Asset # field to drill down on the selected record.
All details for the selected asset appear in the main pane.
Tap the down arrow next to Warranty to expand and show the warranties associated with the asset.
Tap the warranty that you want to view.
Viewing Service Request Information for an Asset
Complete the following procedure to view the service request information for an asset.
To view the service request information for an asset
Tap Side Menu and then tap Assets to display the following:
The Assets list in the main pane.
The Calendar showing the activity planning information in the side pane.
In the Assets list, tap the link in the Asset # field to drill down on the selected record.
All details for the selected asset appear in the main pane.
Tap the down arrow next to Service Requests to expand and show the service requests associated with the asset.
Tap the link in the SR # field to drill down on the selected record.
Managing Shifts for Siebel Field Service
A shift is an established time interval in which employees perform work.
The following procedures related to shifts and shift management are included in this topic:
Displaying Shift Details
You can display shift details by using the Shifts list. You can update shift information, including breaks and periods of unavailability (POUs), only if you use Siebel Real-time Scheduler Version 2.1 or later as your scheduling engine and Siebel Field Service Integration to Oracle Real-time Scheduler Version 2.1 or later integration pack for the integration.
To display shift details
Tap Side Menu and then tap Shifts to display the following:
The Shift list in the main pane from where you can do the following:
View and update the shift information, see Starting and Ending a Shift.
View and update the break information for the shift, see Starting and Ending a Break.
View and update the period of unavailability (POU) information for the shift, see Starting or Ending a Period of Unavailability.
The Calendar showing the activity planning information in the side pane.
Starting and Ending a Shift
Complete the following procedure to start and end a shift.
To start and end a shift
Tap Side Menu and then tap Shifts to display the following:
The Shift list in the main pane.
The Calendar showing the activity planning information in the side pane.
Tap a shift record in the main pane.
Tap Start when you start the shift to record your start time and date.
Tap Complete when you end the shift to record your end time.
Starting and Ending a Break
Complete the following procedure to start and end a break.
To start and end a break
Tap Side Menu and then tap Shifts to display the following:
The Shift list in the main pane.
The Calendar showing the activity planning information in the side pane.
Tap a break record in the main pane.
Tap Start when you start the break to record your start time and start date.
Tap Complete when you end the break to record your end time.
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
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 (Siebel Field Service).
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 in Siebel Field Service.
Capture the (contact) signature for the invoice. For more information, see Capturing Signatures for Invoices in Siebel Field Service.
Record customer feedback to the service provided. For more information, see Capturing Signatures for Invoices in Siebel Field Service.
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.
Unsupported Siebel Field Service Features in Offline Mode
The features listed in this topic are not supported in offline mode in the Siebel Mobile disconnected application for Siebel Field Service. You must be connected to the Internet and, in some cases, to the Siebel Server to do the following in your Siebel Mobile disconnected application for Siebel Field Service:
Attach media (photo or video) to an activity. For more information, see Attaching Media to an Activity.
Use the End button for time tracker. For more information, see Modifying Time Tracker Information for an Activity.
Generate service reports. For more information, see Generating Service Reports.
Create invoices from activities. For more information, see Creating Invoices from Activities in Siebel Field Service.
Capture electronic signatures. For more information, see Capturing Signatures for Invoices in Siebel Field Service.
Complete the customer satisfaction survey. For more information, see Capturing Signatures for Invoices in Siebel Field Service.
Update shift information, including breaks and periods of unavailability (POUs). For more information, see Displaying Shift Details.
For more information about the general features that are not supported in offline mode, see Unsupported Siebel Mobile Features in Offline Mode.