About Appointment Booking for Siebel Field Service Integration to Oracle Field Service

Service Regions are maintained in Siebel Field Service and are synched to Field Service Scheduler along with employees and Zip codes associated to Service Regions that are scheduled in Field Service. For more information about schedule administration in Siebel, see Process of Administering Entities Using Siebel Field Service Integration to Oracle Field Service.

In a typical scenario for appointment booking, a customer contacts your company and requests service of some kind. Commonly, the customer contacts your company on the telephone. Alternatively, the customer might send email, use chat, or visit a sales or service counter in a store.

A customer service representative uses the Siebel application to create a service request to capture information about the customer issue. If the representative cannot resolve the issue by consulting a knowledge base or a product specialist, then a customer visit (on-site service call) from a field service engineer might be necessary.

The customer service representative enters additional information in an activity for the service request, then books a specific appointment time or appointment window (slot) for the customer, and confirms the appointment with the customer. For more information, see Booking Appointments Using Siebel Field Service Integration to Oracle Field Service.

You book appointments for the particular service region that matches the zip code or equivalent postal code for the customer, duration, the Earliest Start, Latest Start date, Planned Start and Planned End (In case of Lock Schedule). Appointment booking uses the scheduling product associated with the service region. This scheduling product is either Oracle Field Service or Siebel Scheduler. For more information about appointment booking using Siebel Scheduler, see “About Appointment Booking for Siebel Scheduler” .

Using Oracle Field Service, a customer service representative can book an appointment for a service region if the service region was successfully migrated (refer Status field) to Oracle Field Service, and if the Engine field on the service region is OFS.

The Engine field value determines whether the slot request is routed to Oracle Field Service Scheduler or Oracle Real-Time Scheduler 2.x or Siebel Scheduler as follows:

• If the Engine value is OFS, then the request is routed to Oracle Field Service.
• If the Engine value is ORS, then the request is routed to Oracle Real-Time Scheduler 2.x.
• If the Engine value is iLog, then the request is routed to Siebel Scheduler.

You book appointments for activities from the Service screen or the Activities screen. For more information about working with service regions, see “Administering Service Regions” .