Taking the Order

A customer service representative at a delivery company gets a call from a customer who wants to schedule a one-way delivery of fragile materials.

The customer service representative looks up the customer in the Siebel application. If the customer is an existing customer, the customer service representative uses the customer information already in the database. If the customer is a new customer, the customer service representative adds the account and contacts in the Siebel application in the usual way, as described in Siebel Applications Administration Guide.

The customer service representative creates a new order, entering information in the order header and order line item for Siebel Orders for Fleet Management, as described in Process of Creating Orders for Fleet Management. The order contains added fields that are specific to fleet management. For example, the header includes the origin and destination locations for this delivery. This information will be passed to back-office applications and used to price and manage the order.

In the Line Items view, the customer service representative adds a line item for the product named Transportation. In addition, because this is an order to transport fragile material, the customer service representative adds a line item for the accessorial product Driver Hand Unload By Piece, which means that the routine precautions for dealing with fragile materials will be taken and will be included in the price charged to the customer.

The customer service representative enters the stop records for the transportation product. Because this order is a one-way delivery, it has only two stops, the origin where the material is picked up, and the destination where it is delivered.

The customer service representative also enters actions that are necessary at each of these stops. In this case, the actions are special instructions that are needed while picking up and delivering fragile products.

In the Commodity view, the customer service representative adds records specifying the commodity that will be delivered. The customer service representative enters the weight of the product and other relevant details. The customer service representative enters the stops and actions for the commodity.