About the Process Flow for Service Requests
The following figure shows the process flow for managing a service request from a customer.

This process flow includes the following steps:
Receive a request for service.
Generate a service request.
Verify the request by confirming the following information:
The account
The caller (contact)
Assets
Entitlements for service
Warranties
Try to solve the problem by using known solutions.
If known solutions do not solve the problem, then generate activities for service.
Order parts, if needed.
Schedule a field service engineer, and assign activities to that field service engineer, if needed. For more information, see Scheduling Using Siebel Scheduler and Dispatch Board.
Perform the activities.
Close the service request.