Managing Warranties

This chapter covers how to set up and use Oracle’s Siebel Automotive for warranties. It consists of the following topics:

About Warranty Products

A warranty product is the warranty plan that is sold to customers. A warranty is an undertaking by the manufacturer or a third party to replace or repair a part if it fails during the warranty coverage period.

Siebel Automotive allows you to create warranty products, which contain the attributes that are used to define the terms and conditions of warranty coverage. A warranty product contains all the information that is required to configure a contract with the customer. Also, the warranty product contains attributes that guide processes, such as claims submission, coverage terms, payment methods, taxes, policy amendments, warranty product pricing, financial accounting information, and others. The following list describes the types of warranties that you can create using Siebel Automotive:

Standard. The default warranty offered by the manufacturer.
Extended. A warranty that covers assets not covered in the standard warranty.
Component. A warranty that covers a specific component but not an entire asset. For example, a component warranty for a battery covers the battery but not the entire vehicle.

Warranty products can be one of the following:

Complex. A complex example of a standard warranty product might be one that applies to several models of a vehicle with multiple coverage lists during varying periods.
Simple. A simple warranty product might be an extended warranty on the brake system of a specific model of vehicle.

Roadmap for Creating a Warranty Product

Creating a warranty product is a multistep process that requires thought and planning. To be able to complete all of the steps in this procedure, you must have created coverage lists and defined products.

To create a warranty product, perform the following tasks:

Define the warranty product.
For more information, see Defining a Warranty Product.
Add coverage lists that apply to the warranty product.
For more information, see Adding Coverage Lists to a Warranty Product.
Add the vehicles to which the warranty product applies.
For more information, see Adding Products to a Warranty Product.
If you want the warranty product to be available and active, you must change the status.
For more information, see Modifying the Status of a Warranty Product.

Defining a Warranty Product

Before you can add coverage lists and stipulate vehicle lists, the warranty product must be defined.

This task is a step in Roadmap for Creating a Warranty Product.

To define a warranty product

Navigate to the Administration - Service screen, then the Warranties view.
Click New.

Define the warranty product by entering data in the warranty product fields. The following table describes some fields.

Field	Description
Name	Name of the warranty product.
Warranty #	Warranty product number, which is the unique identifier of the warranty product.
Description	Description of the warranty product.
Type	Type of the warranty product. Available values include: Component, Standard, Product, Manufacturer, and Extended.
Subtype	Subtype of the warranty product.
Start Date Type	The date on which the warranty begins. Available values include: Install Date, Purchase Date, Registered Date, and Ship Date.
Duration (Days)	The duration of the warranty product, in days.
Provider	The provider or the warranty product.
Transferable	A check box that indicates whether a warranty product is transferable when the original owner sells to a new owner within the warranty period.
Recovery Type	The recovery type of the warranty.

Adding Coverage Lists to a Warranty Product

After a coverage list is created, it can be added to a warranty product. After the list is added, the coverage list will be applicable only within a defined range of time. For more information about coverage lists, see Managing Coverage Lists

This task is a step in Roadmap for Creating a Warranty Product.

To add a coverage list to a warranty product

Navigate to the Administration - Service screen, then the Warranties view.
Drill down on a warranty.
Click the Coverage List view tab.
Click New.
Select a coverage list from the Add Coverage List dialog box, and click OK.
Repeat the previous two steps for every coverage list that you want to add to the warranty product.
For each coverage list added, define the Start Date and End Date fields.
These fields represent the period during which the coverage list applies to the warranty policy.

Adding Products to a Warranty Product

Warranty products must be associated with products. In this case, the product is a vehicle model or group of vehicle models. The association occurs when you add vehicles from a list of products to a warranty product.

This task is a step in Roadmap for Creating a Warranty Product.

To add products to a warranty product

Navigate to the Administration - Service screen, then the Warranties view.
Drill down on a warranty product.
Click the Products view tab, and click New.
Select one or more vehicles from the Add Internal Products dialog box, and click Add.

Modifying the Status of a Warranty Product

Various business processes might call for a warranty product to be halted temporarily or permanently. Siebel Automotive allows administrators to manually change the status of a warranty product to activate or suspend a warranty product.

This task is a step in Roadmap for Creating a Warranty Product.

The Status field of the warranty product allows administrators to control its state. The following list describes the list of values for the Status field:

Active. The warranty product is active.
Approved.The warranty product has been approved but is not active.
Draft. The warranty product is being drafted but is not ready for approval.
Pending. The warranty product is pending approval.
Suspended. The warranty product has been suspended.

To activate a warranty product

Navigate to the Administration - Service screen, then the Warranties view.
Drill down on a warranty product.
Click the More Info view tab.
Select Active form the Status field drop-down list.

To suspend a warranty product

Navigate to the Administration - Service screen, then the Warranties view.
Drill down on a warranty product.
Click the More Info view tab.
Select Suspend form the Status field drop-down list.

Structuring Warranty Products

This topic describes how to structure warranty products and includes the following topics:

About the Setup of a Master Data Model

All products can be categorized into various groups. For example, vehicles can be classified as passenger, off-road, or commercial vehicles among others. Manufacturers use classification methods to categorize their assets. In addition, industry standard categorizations are available.

Set up model data so that it can be used for various activities like confirming warranty eligibility, registering policies, warranty pricing, claims processing, and others. Model code data is a hierarchical structure with multiple levels. Different industries might use different levels of hierarchy to define the model data. The following table lists some examples of the code hierarchy of master data model.

Table Examples of the Code Hierarchy of a Master Data Model

Hierarchy Level	Hierarchy Level Name	Example One	Example Two
Level 1	Asset type	Passenger Car	LCD Television
Level 2	Make	Toyota	Sony
Level 3	Model	Corolla	Bravia
Level 4	Model Type	Corolla1.6 Petrol Lx2005	XBR-60LX900
		Corolla1.6 Diesel Lx2005	XBR-52LX900
		Corolla1.6 Petrol LZx2005	KDL-55HX800

Managing Repair Operation Codes

A repair operation code is a single repair operation that can be performed on an asset, for example, on a vehicle it might be used when refurbishing an engine head. Third-party data providers supply industry-standard repair operation codes in the setup of a code hierarchy. Repair operation data contains a list of all the possible repair operations that can be performed on a vehicle. Siebel Automotive uses the repair operation code data to validate repair operations on warranty coverage, claims entry, and claims validation.

Repair Operation Code Hierarchy

Siebel Automotive administrators can set up a hierarchical structure of repair operation codes that a third party provides. How best to set up these operation codes might depend on how the data is structured by the third-party provider. These operation codes might be set up using a bulk upload of the file provided by the third-party provider or set up manually. Consider the operation code hierarchy example in the following table.

Use Siebel Enterprise Integration Manager (EIM) to perform a bulk upload of operation code data to the Siebel database. For general information about using Siebel EIM, see Siebel Enterprise Integration Manager Administration Guide.

Table Example of an Operation Code Hierarchy

Hierarchy Level	Hierarchy Level Name	Example
Level 1	System	Engine and Transmission
Level 2	Assembly	Engine
Level 3	Sub-Assembly	Engine Head
Level 4	Repair Operation Code	Remove and Replace
		Remove and Refit
		Refurbish

Repair operation data is generally set up as a multilevel hierarchy. The table shows a four-level hierarchy of the repair operation code. There is a one-to-many relationship between the levels from start to finish OR, from level 1 to level 4:

One system can have many assemblies.
One assembly can have many subassemblies.
One subassembly can have many repair operation codes.

Creating a Repair Operation Code

This topic describes how to create a repair operation code.

To create a repair operation code

Navigate to the Administration - Service screen, then the Repair Operation Code view.
Click New.

Define the repair operation code by entering data in the warranty product fields. The following table describes some fields.

Field	Description
Type	The hierarchical type of the repair operation code. Available values are: System, Assembly, Sub-Assembly, or Repair Operation Code.
Code	A unique code, assigned by the administrator.
Description	Description of the code.
Parent Code	The parent of the code. Note: The type of the parent must be one level above the type of the child in the hierarchical structure. For more information about the hierarchy, see Repair Operation Code Hierarchy

Define the repair operation times.

Managing Repair Operation Times

Every repair operation code is associated with a repair operation time. When a repair is carried out on a vehicle using the repair operation time, the labor rates of the repairer and the labor charges for the claim can be calculated. Repair operation times are provided along with the industry standard repair operation codes. However, Siebel Automotive enables you to create and maintain repair operation times for each repair operation code.

Defining Repair Operation Times

Repair operation times are often specific to a vehicle model. For that reason, when defining a repair operation code, you must attribute it to a specific product.

To define repair operation times for a repair operation code

Navigate to the Administration - Service screen, then the Repair Operation Code view.
Drill down on a repair operation code.
Click the Repair Operation Time view tab, and click New.
Specify the vehicle in the Product field, or click the single select button to choose from the Pick Product dialog box.
Select Unit of Measure from the drop-down list.
In the Time field, specify the amount of time that it will take to complete the repair operation for the vehicle you selected previously.
Define the start date.
Define the end date.
Repeat the previous steps for every vehicle to which this repair operation code applies.

Managing Part Prices

Repair operations generally involve the replacement of defective parts. A claim filed against a warranty includes the amount charged for the replacement parts. Part prices are used to validate whether amounts charged by a repairer for parts replacement are within the predefined limit. Therefore, create and update part price information regularly to maintain current prices. Additionally, you can change parts under a particular repair operation code. For more information about repair operation codes, see Managing Repair Operation Codes For information managing part prices, see Siebel Pricing Administration Guide.

Note: Part prices might or might not have any relationship with the repair operation codes. For example, at the time of choosing parts for a particular repair operation code, Siebel Automotive might allow any part to be chosen without restrictions. In other cases, where there is a mandatory relationship between part prices and repair operation codes, Siebel Automotive restricts the choice of parts for a repair operation code. Similarly, the model type and part prices might or might not have any mandatory relationship.

Managing Coverage Lists

A coverage list is a list of repair operations codes covered by a warranty product. This list is used to validate whether a repair is covered by a warranty. Additionally, it is used to validate claims.

To further understand coverage lists, consider two kinds of warranty products: one that involves mechanical breakdown coverage and another that involves paint protection coverage. The first warranty product covers the operations to repair vehicle breakdowns related to faults, and the second warranty product covers paint damage or paint deterioration related repairs. These two warranty products must be associated with different coverage lists: each coverage list containing a unique applicable set of repair operation codes. These repair operation codes can be selected from the master list of repair operation codes. For more information, see Repair Operation Code Hierarchy

Coverage lists can be defined using subassemblies. When subassemblies are selected, by association, the various repair operation codes listed under those subassemblies are also included. A coverage list defined at the repair operation code level will include the various repair operation codes selected to be part of the list. You do not have to maintain multiple revisions of a coverage list.

To create a coverage list

Navigate to the Administration - Service screen, then the Coverage List view.
Click New.

Define the coverage list by entering data in the required fields. The following table describes some fields.

Field	Description
Coverage List Code	Unique code given to a coverage list.
Description	Description of the coverage list.
Coverage Period UOM	The unit of measure used for the Coverage Period field. The available options include: Days, Months, and Years.
Coverage Period	Duration of coverage.
Coverage Value UOM	The unit of measure used for the Coverage Value field. The available options include: Hours of Operation, Miles Covered, Kilometers Covered.
Coverage Value	Miles or kilometers of coverage or operation provided by the coverage list.
Source	The source of the repair operation codes used. The available options include: Internal, OEM Supplied and Industry Std.

Add the repair operation codes that apply to the coverage list.
For more information, see Adding Repair Operation Codes to a Coverage List
Add the parts that apply to the coverage list.
For more information, see Adding Parts to a Coverage List

Adding Repair Operation Codes to a Coverage List

This topic describes how to add repair operation codes to a coverage list.

To add repair operation codes to a coverage list

Navigate to the Administration - Service screen, then the Coverage List view.
Select a coverage list.
Click the Repair Operation Codes view tab, and click New
Enter the repair operation code, or click the single select button in the Repair Operation Code field to choose from the Add Repair Code dialog box.
Specify if the part is covered in the Part Covered? field.
Specify if the labor is covered in the Labor Covered? field.
Specify if the sublet is covered in the Sublet Covered? field.
Define the coverage period for the repair operation code by selecting a value in the Coverage Window drop-down list.
Define the start date for the repair operation code coverage.
Define the end date for the repair operation code coverage.
Repeat the previous steps for every repair operation code that you add to the coverage list.

Adding Parts to a Coverage List

When a part is added to a coverage list, the manufacturer is ensuring that only specified parts are replaced under a coverage list of a warranty program. This topic describes how to add parts to a coverage list.

To add parts to a coverage list

Navigate to the Administration - Service screen, then the Coverage List view.
Select a coverage list.
Click the Parts view tab, and click New.
Enter the part name, or click the single select button in the Part Name field to choose from the Pick Product dialog box.
Repeat the previous step for every part that you want to add to the coverage list.

Managing Trouble Code and Fault Code Data

Trouble codes are used to identify the type of trouble a customer might face with a vehicle. For example, the customer might describe a symptom of the trouble as an overheating engine. This fault can be identified as a trouble code so that the information can be stored about the claims.

Similarly, a fault code is used identify the cause of the problem that the customer is facing. For example, the engine overheating might be caused by a coolant leaking from the radiator. This diagnosis of the problem is identified as a fault code and stored on a claim for quality analysis.

Administrators can set up a hierarchical structure for trouble codes and fault codes. Many-to-many relationship can exist between trouble codes and fault codes. Moreover, many-to-many relationships can exist between fault codes and repair operation codes. Trouble codes and fault codes can be set up using a bulk upload or manually, using Siebel Automotive. For more information about repair operation codes, see Managing Repair Operation Codes

Use Siebel EIM to perform a bulk upload of trouble-code data and fault-code data to the Siebel database. For information about using Siebel EIM, see Siebel Enterprise Integration Manager Administration Guide.

Creating Fault Codes

This topic describes how to create a fault code.

To create a fault code

Navigate to the Administration - Service screen, then the Fault Trouble Code view, and click New.
Select Fault from the Type drop-down list.
Select Internal from the Source drop-down list.
Enter a unique identifier in the Code Number field.
Describe the cause of the trouble in the Description field.

Creating Trouble Codes

This topic describes how to create a trouble code.

To create a trouble code

Navigate to the Administration - Service screen, then the Fault Trouble Code view, and click New.
Select Trouble from the Type drop-down list.
Select Internal from the Source drop-down list.
Enter a unique identifier in the Code Number field.
Describe the symptoms of the trouble in the Description field.

Associating a Trouble Code with a Fault Code

This topic describes how to associate a trouble code with a fault code.

To associate a trouble code with a fault code

Navigate to the Administration - Service screen, then the Fault Trouble Code view.
Select a fault code.

Note: A fault code has the type defined as Fault.
Click the Trouble Code view tab, and click New.
Enter the trouble code, or click the single select button in the Trouble Code field to choose from the Pick Trouble Code dialog box.

Managing Labor Rates

Every repair operation code is associated with a repair time and labor rate. When a repair is carried out on the vehicle using the repair time and the labor rates of the repairer, the labor charges for the claim can be calculated. Labor rates are dealer specific. Siebel Automotive allows you to maintain the labor rates for each dealer individually. This topic contains the following topics:

Creating Labor Rates

This topic describes how to create labor rates that are specific to a dealer.

To create labor rates specific to a dealer

Navigate to the Administration - Dealer screen, then the Registered Dealers view.
Select the dealer for which you want to define labor rates.
Click the Labor Rates view tab, and click New.

In the line item, provide the information described in the following table.

Field	Description
Rate Type	Select the type from the drop-down list.
Value	Type the monetary value for the rate.
Rate UOM	Select the rate unit of measure from the drop-down list.
Start Date	The start date for the rate.
End Date	The end date for the rate.

Repeat the previous two steps for each new labor rate.

Viewing Labor Rates

This topic describes how to view labor rates specific to a dealer.

To view labor rates specific to a dealer

Navigate to the Administration - Dealer screen, then the Registered Dealers view.
Select the dealer for which you want to view labor rates.
Click the Labor Rates view tab.
Review the labor rate details.
They include the following information:
- Rate type
- Value
- Rate UOM
- Start date
- End date

Deleting Labor Rates

This topic describes how to delete labor rates that are specific to a dealer.

To delete labor rates specific to a dealer

Navigate to the Administration - Dealer screen, then the Registered Dealers view.
Select the dealer from which you want to delete labor rates.
Click the Labor Rates view tab.
Select the labor rate that you want to delete, and click Delete.
Confirm the deletion by clicking OK at the Siebel prompt.
Repeat the previous two steps for each labor rate that you want to delete.

Managing Policies and Coverage

This topic describes how to manage policies and contains the following topics:

About Policies

A policy is the unique instance of a warranty product that is applicable to an individual asset. For example, if you buy a vehicle, then the policy is the unique instance of a warranty product against your vehicle. A warranty policy associated with an asset provides information about the applicable warranty terms and conditions that relate to an asset, such as the customer details, the date when the policy came into force, and when it expires.

Registering a Warranty Policy Manually

This topic describes how to register a warranty policy manually. After the warranty policy is registered, all of the warranty programs that apply to the vehicle are added to the policy. Policy numbers are automatically generated by Siebel Automotive and are unique identifiers of the warranty as it applies to a specific vehicle. A vehicle might have many warranty policies, but a warranty policy number is associated with only one vehicle.

To register a warranty policy to a vehicle in the Vehicle screen

Navigate to the Vehicle screen, then the Vehicle view.
Search for the vehicle from which you want to retrieve the applicable warranty programs.
Drill down on the value in the VIN (vehicle identification number) field.
Click the Warranty view tab, and click Get Warranty.

To register a warranty policy to a vehicle in the Administration - Service screen

Navigate to the Administration - Service screen, then the Warranty Policies view.
Select the warranty policy you want to register.
Select Registered from the Policy Status drop-down list.

Amending a Policy

After a policy is created, it might be necessary to modify the information. This topic explains how to modify a policy.

To amend a policy

Navigate to the Administration - Service screen, then the Warranty Policies view.
Search for the policy that you want to modify.
In the Warranty Policies form, make the necessary modifications.

Note: You cannot modify fields that are grayed out.

Changing the Status of a Policy

During the lifetime of a policy, the status of the policy changes because of various events. For example, administrators might want to suspend a policy temporarily so that no further claims can be entered, approved and paid until the cause is clarified. After the reason is determined, the policy must be reinstated. Additionally, a customer might request a policy cancellation at any time during the lifetime of the policy. Siebel Automotive allows you to carry out such status changes to the policy. The following table describes the various statuses that a policy might have.

Table Policy Statuses

Policy Status Value	Description
Active	The policy is in force. Claims can be filed.
Flat Cancelled	The policy was cancelled during the free-look period. A customer who purchases a policy can cancel the policy before it expires. The short period after the purchase is known as the free-look period. If the policy is cancelled during the free-look period, the customer is not charged for it.
Mid Term Cancelled	The policy was cancelled after the end of the free-look period.
Registered	The policy is registered in Siebel Automotive. However, the policy inception date or mileage has not come yet. Until the inception date or mileage comes, the policy has the status of Registered. Claims are not allowed during this time.

To modify a policy status

Navigate to the Administration - Service screen, then the Warranty Policies view.
Search for the policy that you want to change the status of.
In the Policy Information section of the Warranty Policies form, select a value from the Policy Status drop-down list.

Transferring a Policy

The original owner of a vehicle associated with a policy might sell the vehicle before the warranty expires. In some cases, the policy can be transferred to the new owner of the vehicle.

To transfer a policy

Navigate to the Administration - Service screen, then the Warranty Policies view.
Search for the policy that you want to transfer.
In the Customer Information section of the Warranty Policies form, click the single select button in the First Name field.
Select the new policy owner, in the Pick Contact dialogue box, and click OK.

Managing Supplier Warranty Policies

This topic describes how to manage supplier warranty policies and includes the following topics:

About Supplier Warranty Policies

A supplier warranty policy defines the terms against which warranty expenses can be recovered from a supplier for a specific product, for example, if a part that was manufactured by a supplier fails and has been replaced. Siebel Automotive provides functionality that allows you to create and maintain supplier warranty policies.

The terms of supplier warranty policies define what can be recovered, including parts and the labor cost. You can modify supplier warranty policies to accommodate changing terms.

Creating Supplier Warranty Policies

This topic describes how to create a warranty policy.

To create a supplier warranty policy

Navigate to the Supplier Warranty Policies screen, then the Supplier Warranty Policies view.
Click New.
Enter the supplier name, or click the single select button in the Supplier Name field to select from the Pick Account dialog box.
Define the end date for the policy in the Policy End Date field.
Drill down on the policy number.
Define the parts that are covered by the supplier warranty.
For more information, see Associating Parts with Supplier Warranty Policies
Change the status of the policy to Approved.

Associating Parts with Supplier Warranty Policies

This topic describes how to associate parts with a supplier warranty policy.

To associate parts with a supplier warranty policy

Navigate to the Supplier Warranty Policies screen, then the Supplier Warranty Policies view.
Drill down on the supplier warranty policy with which you want to associate parts.
In the Line Items section, click New.
Enter the part name, or click the single select button in the Part Name field to select from the Pick Product dialog box.

Define the line item by entering data in the line item fields. The following table describes some fields.

Field	Description
Operation Code	Operation code from which the recovery is being started.
Fault Code	Fault code from which the recovery is being started.
Recovery Type	The type of the recovery.
Flat Rate	Value of the amount if the recovery type is Flat Rate.
Start Date	Starting date of the part coverage.
End Date	Ending date of the part coverage.

Repeat the previous three steps for every part associated with the supplier warranty policy.

Searching for the Eligibility of a Supplier Warranty Policy

Siebel Automotive allows you to check the coverage of a supplier warranty policy based on a part number.

To search for the eligibility of a supplier recovery policy

Navigate to the Supplier Warranty Policies screen, then the Supplier Recovery Eligibility view.
Enter the part number that you want to search for in the Part # field, and click Search.

About Rules

A rule is a condition or a set of conditions that must be met to verify or process a claim. The two types of rules are as follows:

Verification rules. These rules verify whether the selected operation code is covered under the designated warranty policy and that the time and mileage limits are not exceeded.
Claims processing rules. These rules determine whether a repair line should be automatically approved, rejected or referred for office review or field review.

This topic contains the following topics:

About Verification Rules

Siebel Automotive uses the verification rules to check every repair line within the selected claim. Verification rules apply to PWAs, work orders, and warranty claims.

The following table describes the conditions that apply to verification rule conditions.

Table Verification Rule Conditions

Condition	Result
If the Policy number field is empty ... Note: This condition applies only to standard and extended type claims.	Then the policy number required message is displayed.
If the Recall Campaign number field is empty ... Note: This condition applies only to recall type claims.	Then the recall campaign number required message is displayed.

About Claims Processing Rules

Claims processing rules apply to PWAs and warranty claims. After a user submits a claim, the Status field of the claim is set to Approved or Approval In Progress. Before this occurs, a series of rules are verified.

Note: When the total amount claimed is less than $1000, the claim is automatically approved.

The following table describes the conditions that are being validated and the result when the claim is selected.

Table Claims Processing Rules: Conditions and Results

Condition	Result
If the Claim Type field is set to Good Will ...	Then the status of that particular line item is set to Office Referral, and the status of the PWA or claim is set to Approval In Progress.
If the Requested Amount field for a line item is more than $1000 ....	Then the status of that particular line item is set to Office Referral, and the status of the PWA or claim is set to Approval In Progress.

Implementing Recall Campaigns

When an Original Equipment Manufacturer (OEM) develops and manufactures a product, the product is manufactured under legislative and environmental requirements in many cases. An OEM manufactures a product with the intention of offering it free from defect. However, sometimes after a product has been marketed and distributed, a defect might be identified, resulting in a recall. A recall campaign is used to recall the affected assets. It is broadcast to dealers, suppliers, and consumers of the product. This topic contains the following topics:

About Recall Campaigns

A recall campaign is a special alert by an OEM to notify and correct a known defect in the asset population that is marketed, distributed, and sold to the general public. The defect that triggers the recall campaign, typically stems from a problem that was not revealed or identified during factory testing. All assets that are affected must be identified. The OEM creates a list of the affected asset numbers to start the recall campaign.

Creating a Recall Campaign

After the defect in the product is identified, the OEM develops a comprehensive list of asset numbers that are affected and determines the necessary remedies to correct the defect or replace the product. When the customer is notified of the recall campaign, information is provided about the protocol and process required to carry out the repair work. For example, customers might be instructed to take the asset to the nearest service center, where service center personnel inspect the asset and perform the repairs if necessary. For more information about campaigns, see the topic about planning and designing marketing campaigns in Siebel Marketing User Guide.

To create a recall campaign

Navigate to the Campaign Management screen, and then Campaign List.
In the Campaign List, click New to add a recall campaign.
By default, an autogenerated campaign number is assigned to the recall campaign. Additionally, the planned start date is the day on which the recall campaign is created.
In the Campaign Name field, enter a name for the recall campaign.
In the Planned Start date field, enter the date for which the recall campaign commences.
By default, the date on which you create the recall campaign is entered in the field.
In the Planned End date field, enter the date for which the recall campaign terminates.
In the Category field, select Recall.
Select the recall campaign you created previously
Click the Assets view tab, and click New.
Select an asset that is affected by the recall campaign.
Repeat the previous two steps for all assets that will be included in the recall.
Click the Repair Operation Codes view tab, and click New.
Select the repair operation code for the asset.
Repeat the previous step for every repair operation code that is involved in the recall campaign for the asset.

Amending a Recall Campaign

Prior to a recall campaign being implemented, it might be necessary to alter some of the parameters of the campaign. For example, it might be necessary to adjust the planned start date because of the unavailability or delay in the parts required to fix the asset.

To amend a recall campaign

Navigate to the Campaign Management screen, and then Campaign List.
In the Campaign List, select a recall campaign to amend.

Modify the parameters of the recall campaign as described in the following table.

Field	Description
Campaign Name	The name of the campaign for which the recall is being implemented, for example, Electrical System - Window Regulator.
Planned Start	The effective start date for the recall campaign.
Planned End	The effective end date for the recall campaign.
Category	The type of campaign. The options include: Sales Service Parts Other Recall Note: All recall campaigns are created using the category Recall.

Click the Assets view tab, and then select the asset that you want to amend.
Repeat the previous step for all assets that you want to amend.
Click the Repair Operation Codes view tab.
Select the repair operation code to amend for the asset that is subject to the recall campaign.
Repeat the previous step for every repair operation code that is involved in the recall campaign for the asset.

Creating Exclusions

Manufacturers, dealers, and suppliers must implement provisions in their product warranties to limit liability when a product is altered after purchase. Doing so helps to limit fraudulent and unnecessary warranty claims. The alteration of the product constitutes a modification and thereby changes and often voids the standard warranty coverage. When you create a warranty policy, one of the primary tasks is to establish guidelines for the policy, which involves specifying what is and what is not covered under the terms of the policy and what conditions constitute an exclusion, thereby limiting coverage for excluded conditions. Some of exclusions that you can create include:

Neglect, misuse, or abuse
Environmental causes, for example, rust, corrosion, or acts of nature
Damage or failure caused by aftermarket parts or equipment
Failure to perform the manufacturer’s suggested maintenance
Odometer alteration

To create an exclusion

Navigate to the Administration - Service screen.
Click the Exclusions view tab, and then click New.
In the Name field, enter a name for the exclusion, for example, CustomerAlteration.
In the Description field, enter a description for the exclusion, for example, After-Market Product Installed.

Amending an Exclusion

Complete the steps in this procedure to amend an exclusion after it has been created.

To amend an exclusion

Navigate to the Administration - Service screen, and then the Exclusions view tab.
Select the exclusion that you want to amend.
Repeat the previous step for all exclusions you want to modify.

Approving a Prewarranty Authorization

After a prewarranty authorization (PWA) is submitted and routed by the claims processing rules, you can review the claim details and approve or reject the PWA. If additional information or further clarification is required, you can return the claim to the dealer. If the details in the PWA line items are complete and the claim is successfully processed against the verification rules processing, then you can approve the PWA.

Note: A PWA is considered approved even if a single line item is approved and the rest of the line items are rejected.

To approve a prewarranty authorization

Navigate to the Warranty Claims screen and then PWA List - Approval view.
Select a prewarranty authorization number.

Note: The status of the prewarranty authorization is Approval In Progress.
Click the Line Item view tab.
Select a PWA line number to view and verify the line item details.

Note: Enter the percentage of the total cost for which the customer is responsible.
In the Status field, select Approved.
Repeat the previous two steps for all lines.
Click Submit Decision.
The status of the prewarranty authorization is updated to Approved.

Approving a Warranty Claim

After a claim is submitted for processing, the claim goes through the validation process including verification of warranty policy for the asset. The claim is processed against the predefined rules that have been established for claims processing. Claims that go through the verification process and are processed without errors have a status of either Approved or Rejected. Any claims that must be manually approved are identified and assigned to a claims manager for review and processing.

Note: A warranty claim is considered approved even if a single line item is approved and the rest of the line items are rejected.

Claims are validated against certain criteria but not limited to:

Claim type
Claim amount
Operation codes
Dealer codes
Policy and warranty terms
Recall campaign or product update
Product update
Vehicle master, customer master, parts master, and dealer master
Claims history
Miscellaneous validation and exception rules
Predefined budgetary parameters

After you approve a claim, a credit memo is created, and the claim is sent for payment or invoice processing.

To approve a warranty claim

Navigate to the Warranty Claims screen and then Claim List - Approval view.
Select a warranty claim number.
Click the Line Item Details view tab.
Select a repair line that you want to view, and verify the line item details.
In the Status field, select Approved.
Repeat the previous two steps for all repair lines in the claim.
Click Submit Decision.
The claim status is updated.

Administering Payments for Warranty Claims

After all of the details for a warranty claim are entered, verified, validated, and the claim is approved, the next step in the life cycle of the warranty claim is payment. Siebel Automotive allows you to automatically create a payment request for a warranty claim when the status of the claim and all claim lines possess the status of Approved.

Note: All lines in the warranty claim must be for the same payee and must all have an Approved status.

This topic contains the following topics:

About Payments for Warranty Claims

Payments for warranty claims are processed for payment when a claim is approved. The payment request information is created and the following information is stored in Siebel Automotive for the claim record:

Payment request data
Payment request number
Transaction type
Claim number and dealer details
Payee details
Payment method
Approved labor, parts, others, tax data for each approved line item from the claim
Deductible amount
Payment amount for each claim line

The claim status is updated to the status of Payment Request Sent until it is received and processed by the financial application that will render payment.

Note: Payment requests that are processed in batch mode through a third-party vendor possess a status of Ready or Transmitted when transferred in real-time, and then Payment Request Sent. You cannot amend warranty claims that have been processed for payment.

Viewing Payment Requests for Warranty Claims

After a warranty claim is submitted and approved, Siebel Automotive will automatically create a payment request for the claim.

Note: All lines in the warranty claim must be for the same payee and must all have an Approved status.

To view payment requests for warranty claims

Navigate to the Warranty Claims screen, and then Claims List view tab.
Select a warranty claim that has been approved.
Click the Payments view tab.
Review the claim and payee details. They include the following information:
- payment type
- payment number
- payee
- requested amount
- payment status

Viewing Warranty Claim Payment Transactions

You can view payment requests and payment request details for warranty claims that have been submitted on your behalf. After a warranty claim is submitted for payment processing, you cannot update the claim.

Note: Dealers or authorized agents can view transaction payments only for warranty claims with which they are associated.

To view warranty claim payment transactions

Navigate to the Warranty Claims screen, and then Claims List view tab.
Select a warranty claim that has been approved.
Click the Payments view tab, and review the claim and payee details.

Administering Payments for Supplier Claims

After all of the details for a supplier claim are entered, verified, validated, and the supplier claim is approved, the next step in the life cycle of the claim is payment. Siebel Automotive allows you to automatically create a payment request for a supplier claim when the status of the claim and all claim lines are approved.

Note: All lines in the warranty claim must be for the same payee and must have a status of Approved.

This topic contains the following topics:

About Payments for Supplier Claims

Payments for supplier claims are processed for payment when the supplier claim is approved. The payment request information is created, and the following information is stored in Siebel Automotive for the supplier claim record:

Payment request data
Payment request number
Transaction type
Claim number and dealer details
Payee details
Payment method
Approved labor, parts, others, tax data for each approved line item from the claim
Penalty amount
Payment amount for each claim line

The supplier claim status is updated to the status of Payment Request Sent until it is received and processed by the financial application that will disburse payment.

Note: Payment requests that are processed in batch mode through a third-party vendor possess a status of Ready or Transmitted when transferred in real-time, and then Payment Request Sent. You cannot modify warranty claims that have been processed for payment.

Viewing Payment Requests for Approved Supplier Claims

After a supplier claim is submitted and approved, Siebel Automotive automatically creates a payment request for the claim.

Note: All lines in the supplier claim must be for the same payee and must all have an Approved status.

To view payment requests for approved supplier claims

Navigate to the Warranty Claims screen, and then Claims List view tab.
Select a supplier claim that has been approved.
Click the Payments view tab, and review the supplier claim and payee details:
- Payment type
- Payment number
- Payee
- Requested amount
- Payment status

Viewing Supplier Claim Payment Transactions

You can view supplier recovery claims that have been submitted on your behalf. After a supplier recovery claim is submitted for payment processing, you cannot update the claim.

Note: Dealers or authorized agents can view supplier payment transactions only for recovery claims with which they are associated.

To view supplier recovery claim payment transactions

Navigate to the Supplier Recovery Claims screen, and then Claims List view tab.
Select a supplier recover claim that has been approved.
Click the Payments view tab, and review the supplier recovery claim and supplier details.

Managing Supplier Recovery Claims

This topic describes how to manage supplies recovery claims and contains the following topics:

About Supplier Recovery Claims

Although Original Equipment Manufacturers (OEM) sell final products to customers and offer warranty coverage for the product, the warranty defects might have originated with a third-party. For example, a supplier might have manufactured a defective product and might therefore be responsible for a warranty failure. In such cases, the OEM’s dealer replaces the failed part under warranty and claims a warranty claim expense from the OEM. Because the defect has originated with the supplier, the OEM wants to recover the warranty claim expense from the supplier, which is called a supplier recovery claim. For information about approving or rejecting supplier recovery claims, see Siebel Dealer Administration Guide.

Creating a Supplier Recovery Claim

This topic describes how to create a supplier recovery claim.

To create a supplier recovery claim

Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
Click New.
Enter the Supplier Name, or click the single select button in the Supplier Name field to choose from the Pick Account dialog box.
Select None from the drop-down list in the Create From field.

Note: You can create supplier recovery claims from a warranty claim or work order. For information about creating a supplier recovery claim based on an existing warranty claim or work order, see Creating a Supplier Recovery Claim from a Warranty Claim or Creating a Supplier Recovery Claim from a Work Order
Drill down on the supplier recovery claim number.
Click New in the Line Items view tab.
Enter the causal part number, or click the single select button in the Causal Part number field to choose from the Pick Causal Part dialog box.
Enter the supplier warranty policy number, or click the single select button in the Supplier Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
In the Parts Costs details form, click New.
Enter the Part number, or click the single select button in the Part number field to choose from the Pick Causal Part dialog box.
Define the recovery amount, and click Submit.

Creating a Supplier Recovery Claim from a Warranty Claim

This topic describes how to create a supplier recovery claim based on a warranty claim.

To create a supplier recovery claim from a warranty claim

Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
Click New.
Enter the supplier name, or click the single select button in the Supplier Name field to choose from the Pick Account dialog box.
Select Warranty Claim from the drop-down list in the Create From field.
Drill down on the supplier recovery claim number.
Click New in the Line Items view tab.
Enter the warranty claim number, or click the single select button in the Warranty Claim number field to choose from the Pick Warranty Claim dialog box.

Note: The Causal Part number, Causal Part Name, Fault Code, Trouble Code, Operation Code, Condition, Cause, Repair, Part Invoice number, Part Installed Date, Part Installed Mileage, Approved Time, Approved Amount, Invoice number, Type and Description fields are filled in automatically based on the selected warranty claim.
Enter the supplier warranty policy number, or click the single select button in the Supplier Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
Click Submit.

Creating a Supplier Recovery Claim from a Work Order

This topic describes how to create a supplier recovery claim based on a work order. After a work order line number is selected, the part line items from the work order line item will be created automatically in the Parts Cost applet. If you pick another work order line number, the previously selected parts are deleted, and the new parts are then created corresponding to the newly selected work order line item. Initially, the recovery amount is the same as the approved amount, but you can change the recovery amount.

To create a supplier recovery claim from a work order

Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
Click New.
Enter the supplier name, or click the single select button in the Supplier Name field to choose from the Pick Account dialog box.
Select Work Order from the drop-down list in the Create From field.
Drill down on the supplier recovery claim number.
Click New in the Line Items view tab.
Enter the work order number, or click the single select button in the Work Order number field to choose from the Pick Work Order dialog box.

Note: The Causal Part number, Causal Part Name, Fault Code, Trouble Code, Operation Code, Condition, Cause, Repair, Approved Time, Approved Amount, Invoice number, Type and Description fields are filled in automatically.

If a work order line number is selected, the part line items from the work order line item will be created automatically in the Parts Cost applet. If you pick another work order line number, the previously selected parts are deleted, and the new parts are then created corresponding to the newly selected work order line item.
Enter the supplier warranty policy number, or click the single select button in the Supplier Warranty Policy number field to choose from the Pick Supplier Policy dialog box.
Click Submit.

Creating an RMA for Sending Failed Parts to Suppliers

A Return Material Authorization (RMA) is a transaction in which a buyer or recipient of goods arranges to return the goods to the supplier to have them repaired or replaced or in order to receive a refund or credit from the supplier.

Based on the predefined rules, Siebel Automotive issues an RMA to send defective parts to a supplier. When certain conditions are met, the RMA will be created automatically, which occurs if the Parts Return Required option is selected at the supplier warranty policy level for the causal part. Then the RMA will be created automatically when submitting the supplier recovery claim. If an RMA has already been created to issue a part to the supplier, then additional RMAs can be linked to a supplier recovery claim. You can also create an RMA manually for other parts.

To link an RMA to a supplier recovery claim

Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
Drill down on a supplier recovery claim number.
Click the RMAs view tab, and then click New.

In the RMAs line item, provide the information described in the following table.

Field	Description
Order #	Siebel Automotive populates this field with a unique order number.
Type	Select the type from the drop-down list.
Status	Select the status from the drop-down list.
Account	Type the account name, or click the single select button in the Account Name field to choose from the Pick Account dialog box.
Contact Last Name	Type the contact last name or click the single select button in the Contact Last Name field to choose from the Pick Contact dialog box.

Click Submit.

Viewing Financial Details of Supplier Recovery Claims

Siebel Automotive allows you to verify the payment status of each supplier recovery claim that has been approved. By accessing the payments information, you can view the claim number, payment transaction reference number, payment amount, and date of the transaction.

To view the financial details of a supplier recovery claim

Navigate to the Supplier Recovery Claims screen, then the Supplier Recovery Claims view.
Drill down on a supplier recovery claim number.
Click the Payments view tab.
The payments associated with the supplier recovery claim will be listed in the view tab. Some fields that might be visible include: Claim number, Payment Type, Payment number, Supplier, Request Amount, Payment Status, External Reference, Payment Date, Paid Amount, and Cheque Number.