ZIP Code Usage in Multiple Service Regions

The Activity business object code uses the ZIP Code of the address of the contact or account for an activity to assign the activity to a service region. You might have to override this behavior by inserting your own processing logic if ZIP Codes apply to multiple service regions.

In general, it is recommended that you set up 1 service region for each ZIP Code, and use skills for the employees to differentiate between products. The service manager can then redistribute employees by changing their skills and reloading the skills into Assignment Manager. If you use separate regions, then you must unload employees from a service region and into another service region.

Note: More service regions mean a higher load time.

Siebel Scheduler does not validate a service region against the ZIP Code after the service region is set for the activity so that users can move activities to other service regions as required (for example, to cover additional activities for a marketing campaign in that service region). Validate the ZIP Code up-front, preferably when a user creates the record.

Siebel Field Service uses the ZIP Code of the address for the contact or account that is associated with an activity to automatically assign the activity to a service region. (An activity is automatically assigned to a service region only if the Service Region field has no value.) If the contact address has a ZIP Code, then that ZIP Code is used to identify the service region. Otherwise, the ZIP Code of the account address is used to identify the service region. If only 1 service region is identified, then that service region is automatically assigned to the service request. If multiple service regions are identified, then a customer service agent must select the appropriate service region for the service activity.