Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• What’s New in This Release

2 Overview of Siebel Field Service

• Overview of Siebel Field Service
• About Field Service Process
  • Service Center Calls
  • Numbers for Business Components
  • Dispatch Board
  • Siebel Scheduler
  • Mobile Computing Support
  • Information for Service Products
  • Information for Field Service Engineers
  • Activities for Field Service Engineers
  • Service Inventories
  • Agreements and Siebel Contract Management
  • Preventive Maintenance and Asset Measurements
  • Shipping and Receiving
  • Oracle Business Intelligence
  • Project and Resource Management for Siebel Field Service
  • Reports for Siebel Field Service
  • Usage of Application Deployment Manager
• Application Design for Siebel Field Service
• Engines for Siebel Field Service
• Administrative Tasks for Siebel Field Service

3 Service Requests and Solutions

• Service Requests and Solutions
• About Service Requests
  • Entitlement Selection
  • Date Committed
  • Assign Command
• About the Process Flow for Service Requests
• Service Request Charts
• About Solutions
• About Answers
• About Siebel Audit Trail
  • Siebel Audit Trail Content
  • Siebel Audit Trail for Remote Users
• Process of Administering Service Requests
  • Setting Up Service Metrics
  • Setting Default Date and Time for Opened Field
• Process of Administering Solutions
  • Creating Solution Records
  • Associating Additional Information with Solutions
  • Allowing Editing of Resolution Documents
• Process of Managing Service Requests
  • Viewing Account Information (End User)
    • Viewing Contacts and Service Profiles for Accounts
    • Viewing Agreements and Entitlements for Accounts
    • Viewing Other Information for Accounts
  • Creating Service Requests (End User)
  • Selecting Entitlements for Service Requests (End User)
  • Associating Activities with Service Requests (End User)
    • Associating Activity Plans with Service Requests
    • Associating Activities with Service Requests Manually
  • Associating Change Requests with Service Requests (End User)
  • Adding Assets to Service Requests (End User)
  • Creating Orders for Service Requests (End User)
  • Generating Quotes for Service Requests (End User)
  • Viewing Part Movements for Service Requests (End User)
  • Viewing Metrics for Service Requests (End User)
  • Researching Service Requests (End User)
    • Generating Correspondence for Service Requests
    • Associating Service Requests with Related Service Requests
    • Viewing Change Requests for Products
    • Associating Decision Issues with Service Requests
  • Resolving Service Requests (End User)
    • Recording Resolutions for Activities in Service Requests
    • Closing Service Requests
    • Conducting Customer Satisfaction Surveys
• Process of Managing Solutions
  • Viewing Solution Records (End User)
  • Associating Solutions with Service Requests (End User)
  • Adding Information to Solutions (End User)
• Process of Managing Answers
  • Configuring the Find Answers View (End User)
  • Reviewing Answers for Service Request Inquiries (End User)
  • Finding Answers for Service Request Inquiries (End User)
  • Associating Answers with Service Request Inquires (End User)
  • Adding Answers to Service Request Inquiries (End User)
  • Requesting Answers for Service Request Inquiries (End User)
  • Viewing Linked Content for Service Request Inquiries (End User)

4 Service Activities

• Service Activities
• About Service Activities
  • Service Activity Templates and Activity Plans
    • Fields Copied from Activity Templates
  • Category Field
    • Child Records
    • Service Activity Assignment
• Activity Charts
• About Using the Task UI Application to Perform Service Activities
• Scenario for Performing Service Activities with the Task UI Application
• Process of Administering Service Activities
  • Creating Activity Templates
  • Adding Information to Activities in Activity Templates
• Process of Managing Service Activities
  • Managing Alarms for Service Activities (End User)
    • Setting the Alarm Lead Time for Service Activities
    • Allowing Alarms for Service Activities
  • Creating Service Activities (End User)
  • Adding Information to Activities (End User)
  • Recording Expenses for Activities (End User)
  • Recording Labor for Activities (End User)
  • Viewing On-Hand Inventory (End User)
  • Ordering Items for Activities (End User)
  • Recording Part Movements for Activities (End User)
  • Recording Asset Swaps (End User)
  • Completing Activities (End User)
  • Viewing Activities for Field Service Engineers (End User)
  • Using the Task UI Application to Perform a Service Activity (End User)

5 Scheduling Using Siebel Scheduler

• Scheduling Using Siebel Scheduler
• About Using Siebel Scheduler
• About Schedules
• About Siebel Scheduler
  • Business Requirements for Schedules
• About the Appointment Booking System
• Scenario for Using the Appointment Booking System
• About the Schedule Optimizer
  • Optimization of Schedules
  • Business Priorities
  • Repairs and Schedules
• About Schedule Horizons and Time Zones
  • ABS Horizons and Long-Range Appointments
  • Time Zones for Schedules
• About Heuristic Methods for Schedules
  • Heuristic Methods for the Appointment Booking System
  • Heuristic Methods for the Optimizer
• About Appointment Booking for Siebel Scheduler
  • Business Process Flow for Appointment Booking
  • Technical Process Flow for Appointment Booking
• Factors for Setting Up Schedules
  • Rules for the Appointment Booking System
  • Schedule Integration for Mobile Updates
  • Schedule Integration for Inventory Applications
  • Preventive Maintenance Integration with the Appointment Booking System
  • Optimization of Schedules
    • Centralized Dispatch Model
    • Enforcement of Contractual or Legal Constraints
    • Travel Time Decreases
    • Levels of Optimization
• About Information in Employee Schedules
  • Shifts
  • Skills
  • Role Priorities
  • Breaks
  • Travel
• About Running Contract Scheduling
  • Insert Activity Button
  • Load Button
• Troubleshooting the Appointment Booking System and Optimizer
  • Troubleshooting the Appointment Booking System
  • Service Region Configuration
  • Activity Configuration
  • Appointment Booking System Parameter Configuration
  • Schedule Configuration
  • Employee Configuration
  • Time Window Configuration
  • Server Key Mapping Configuration
  • Assignment Rule Configuration
  • Appointment Booking System Constraint Set Configuration
  • Disablement of Scripting on the Activity Business Object
  • Troubleshooting the Optimizer
    • Guidelines for Obtaining Good Results for Optimization
    • Optimizer Parameter Set Configuration
• About Configuring the Book Appointment Dialog Box
  • Held Time Slots
• About Enhancing the Performance of Siebel Scheduler
  • Balance of the CPU Load for Service Regions
• About Siebel Scheduler and the Server Request Broker
• About Loading and Reloading Data for Service Regions
  • Reload of Service Region to the Appointment Booking System
  • Reload of Migrated Data for Activities
• Process of Administering Schedules Using Siebel Scheduler
• Defining Schedule Hours
  • Setting Hours of Availability
  • Setting Exception Hours
• Defining Breaks
• Defining Service Regions
  • Caches for Service Regions
  • Creating Service Regions
• Associating Schedules with Service Regions
• Specifying Parent Service Regions
• Defining Geographic Areas for the Optimizer
  • Specifications for Geocode Data
  • Data Cleansing for Zip Codes
  • ZIP Code Usage in Multiple Service Regions
• Defining Schedules and Availability for Employees
  • Rules for Defining Employee Schedules
  • Defining Hours for Employees
  • Specifying Employees as Unavailable
• Creating Time Windows for Schedules
• Creating Constraint Sets for Schedules
  • Examples of Constraints
  • Predefined Constraints
  • Defining Constraints
  • Defining Constraint Sets
• Creating Parameter Sets for Schedules
  • Parameters for Schedules
• Defining Cost Functions for the Optimizer
  • Variables for Cost Functions
• Setting Up Server Key Mappings
  • Multiple Processor Support
• Setting Parameters for Server Component Tasks
  • Number of Tasks for Server Request Broker
  • Number of Tasks for Appointment Booking System
• Reloading the ABS and Optimizer Caches
  • Guidelines for Reloading Data for Service Regions
• Loading Employee Data for Service Regions
• Loading Activity Data for Service Regions
• Moving Activities Between Service Regions
• Reloading Data for Service Regions to the Appointment Booking System Cache
• Overriding the Data Row Limit
• Coalescing the Appointment Booking System
• Reloading Data for Service Regions to the Optimizer Cache
• Creating Workflows to Reload Data for Service Regions to the Appointment Booking System Cache
• Process of Managing Schedules Using Siebel Scheduler
  • Adding Schedule Information to Activities (End User)
  • Booking Appointments for Activities Using Siebel Scheduler (End User)
    • Booking Appointments from the Activities Screen
    • Booking Appointments from the Service Screen
• Canceling Appointments for Activities (End User)
  • Canceling Appointments from the Activities screen
  • Canceling Appointments from the Service Screen
• Locking Assignments and Schedules for Activities (End User)
• Optimizing Schedules (End User)
  • Using the Workflow Manager to Optimize Schedules
  • Optimizing Schedules for Service Regions
  • Stopping Optimization of Schedules for Service Regions
  • About Availability of Parts
  • About Optimization and Activity Statuses

6 Scheduling Using Oracle Real-Time Scheduler Version 1.0

• Scheduling Using Oracle Real-Time Scheduler Version 1.0
• About Using Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
• About Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
• About Documentation for Oracle Real-Time Scheduler 1.0
• About User Profiles for Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
• About Service Regions
• About Employee Administration
  • Integration Changes for Employee Administration
  • Sending Employee Data to Oracle Real-Time Scheduler 1.0
  • Maintaining Employee Skills
    • Employee-Related Tasks Performed in Oracle Real-Time Scheduler 1.0
• About Performing Schedule-Related Tasks in Oracle Real-Time Scheduler 1.0
• About Appointment Booking for Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
  • Manually Updating Booked Activities
  • User Interface Elements for Activity Schedule Detail View
  • Appointment Booking Beyond the Schedule Horizon
  • Booking Emergency and Contract-Based Appointments
  • Refreshing Activities
  • Canceling Appointments for Activities
  • Rescheduling Appointments
• About Activity Skills
  • Evaluation of Activity Skill Rules
• About Dispatch Management
  • Managing Disabled Stops
• About Mobile Data Management
  • Status Data Sent to Field Service Engineers
  • Status Data Sent from Field Service Engineers
• About Fault Handling
• Process of Configuring Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
  • Enabling Oracle Real-Time Scheduler 1.0 in the Siebel Application
  • Configuring the Endpoint URLs for Web Services
    • Configuring the Endpoint URL for Outbound Web Services
    • Configuring the Endpoint URL for Inbound Web Services
  • Assigning Responsibilities to Siebel Views
  • Enabling Component Groups
  • Setting Up and Configuring Workflow Processes and Policies
    • Activating Workflow Processes
    • Enabling Workflow Policies
    • Shutting Down Workflow Monitor Agent
    • Dropping Database Triggers
    • Generating Database Triggers
    • Configuring Workflow Monitor Agent
• Process of Administering Schedules Using Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
  • Creating Schedules and Related Entities
  • Administering Service Regions
    • Defining Service Regions Using Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0
    • Mapping Service Regions
    • Mapping Time Zones
    • Migrating Service Regions to Oracle Real-Time Scheduler 1.0
    • Checking for Failed Migration of Employee and Activity Data to Oracle Real-Time Scheduler 1.0
    • Rolling Back Service Regions from Oracle Real-Time Scheduler 1.0
  • Administering Addresses
    • Associating Geocodes with Addresses in Bulk
    • Associating Geocodes with Addresses for Service Regions
    • Associating Geocodes with New Addresses
    • Transferring Addresses to Oracle Real-Time Scheduler 1.0
  • Managing Activity Skills for Skills-Based Assignments
    • Defining Activity Skill Rules
    • Defining Rule Objects
• Booking Appointments Using Siebel Field Service Integration to Oracle Real-Time Scheduler 1.0

7 Scheduling Using Oracle Real-Time Scheduler Version 2.x

• Scheduling Using Oracle Real-Time Scheduler Version 2.x
• About Using Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
• About Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
• About Documentation for Oracle Real-Time Scheduler 2.x
• About User Profiles for Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
• About Service Regions
• About Employee Administration
  • Integration Changes for Employee Administration
  • Sending Employee Data to Oracle Real-Time Scheduler 2.x
  • Maintaining Employee Skills
  • Maintaining Employee Schedules and Exceptions
• About Performing Schedule-Related Tasks in Oracle Real-Time Scheduler 2.x
• About Appointment Booking for Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
  • Manually Updating Booked Activities
  • User Interface Elements for Activity Schedule Detail View
  • Booking Emergency and Contract-Based Appointments
  • Refreshing Activities
  • Canceling Appointments for Activities
  • Rescheduling Appointments
  • Scheduling Appointments with Bound Jobs
• About Activity Skills
  • Evaluation of Activity Skill Rules
• About Dispatch Management
• About Mobile Data Management
  • Status Data Sent to Field Service Engineers
  • Status Data Sent from Field Service Engineers
• About Fault Handling
• Process of Configuring Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
  • Enabling Oracle Real-Time Scheduler 2.x in the Siebel Application
  • Configuring the Endpoint URLs for Web Services
    • Configuring the Endpoint URL for Outbound Web Services
    • Configuring the Endpoint URL for Inbound Web Services
  • Assigning Responsibilities to Siebel Views
  • Enabling Component Groups
  • Setting Up and Configuring Workflow Processes and Policies
    • Activating Workflow Processes
    • Enabling Workflow Policies
    • Shutting Down Workflow Monitor Agent
    • Dropping Database Triggers
    • Generating Database Triggers
    • Configuring Workflow Monitor Agent
• Process of Administering Schedules Using Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
  • Creating Schedules and Related Entities
  • Administering Service Regions
    • Defining Service Regions Using Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x
    • Migrating Service Regions to Oracle Real-Time Scheduler 2.x
    • Checking for Failed Migration of Employee and Activity Data to Oracle Real-Time Scheduler 2.x
    • Associating Service Area in Oracle Real-Time Scheduler 2.x with Scheduler Area
    • Rolling Back Service Regions from Oracle Real-Time Scheduler 2.x
  • Administering Addresses
    • Associating Geocodes with Addresses in Bulk
    • Associating Geocodes with Addresses for Service Regions
    • Associating Geocodes with New Addresses
  • Managing Activity Skills for Skills-Based Assignments
    • Defining Activity Skill Rules
    • Defining Rule Objects
• Booking Appointments Using Siebel Field Service Integration to Oracle Real-Time Scheduler 2.x

8 Scheduling Using Oracle Field Service

• Scheduling Using Oracle Field Service
• About Using Siebel Field Service Integration to Oracle Field Service
• About Siebel Field Service Integration to Oracle Field Service
• About Documentation for Oracle Field Service
• About User Profiles for Siebel Field Service Integration to Oracle Field Service
• About Languages supported
• About Service Regions
  • Migrating Service Region to Oracle Field Service
• About Employee Administration
  • Integration Changes for Employee Administration
  • Sending Employee Data to Oracle Field Service
  • Maintaining Employee Skills
  • Maintaining Employee Schedules and Exceptions
• About Appointment Booking for Siebel Field Service Integration to Oracle Field Service
  • Manually Updating Booked Activities
  • User Interface Elements for Activity Schedule Detail View
  • Booking Emergency and Contract-Based Appointments
  • Canceling Appointments for Activities
  • Rescheduling Appointments
• About Activity Skills
• About Dispatch Management
• About Mobile Data Management
• About Fault Handling
• Siebel Field Service Integration to Oracle Field Service Overview
• Process of Configuring Siebel Field Service Integration to Oracle Field Service
  • Enabling Oracle Field Service in the Siebel Application
  • Configuring the Endpoint URLs for Web Services
    • Configuring the Endpoint URL for Outbound Web Services
  • Enabling Component Groups
  • Setting Up and Configuring Workflow Processes and Policies
    • Enabling Workflow Policies
    • Shutting down Workflow Monitor Agent:
    • Dropping Database Triggers
    • Generating Database Triggers
    • Configuring Workflow Monitor Agent
    • Importing OIC Certificate in Siebel
    • Workflows used in the Integration
    • Updating Workflow Credentials
  • OIC Configurations
    • Lookups
    • Connection Configuration
    • Siebel Certificate Import in OIC
    • Field Level Mapping of Siebel and Oracle Field Service Business Objects
• Process of Administering Entities Using Siebel Field Service Integration to Oracle Field Service
  • Administering Service Regions
  • Creating Schedules and Related Entities
  • Administering Zip Codes
  • Administering Employees and Related Entities
  • Checking for Failed Migration of Service Region, Zip Code, Employee and Related Data to Oracle Field Service
• Booking Appointments Using Siebel Field Service Integration to Oracle Field Service

9 Agreements and Entitlements

• Agreements and Entitlements
• About Agreements
  • Automatic Entitlements for Agreements
  • Management of Agreements
  • Charges and Invoicing for Agreements
  • Co-Terms for Agreements
  • Agreement Copying
• Agreement Charts
• About Entitlements
• Roadmap for Administering Agreements
  • Defining Pricing for Agreements
    • Defining Asset-Based Pricing
    • Defining Service-Based Pricing
    • Generating Entitlement-Based Pricing for Orders or Quotes
  • Setting Up Renewal for Agreements
  • Process of Setting Up Agreement Validation
    • Creating Rule Sets for Agreement Validation
    • Creating Messages for Agreement Validation
    • Creating Rules for Agreement Validation
  • Setting Up Approval for Agreements
    • Viewing Data for Agreement Approval
    • Defining the List of Agreement Approvers
  • Creating Agreements from Orders and Quotes
    • Process Flow for Data Copying
    • Viewing Signals that Control Data Copying
    • Viewing Data Maps for Copying Data
  • Configuring Data Maps to Copy Specified Data
    • Example: Copying Only Service Products from Orders to Agreements
    • Asset-Based Ordering
  • Allowing Automatic Creation of Renewal Quotes and Opportunities
    • Asset Process Flow from Quotes and Orders to Agreements
  • Adding Multiple Assets to Agreement Line Items
  • Creating Revenue Plan Templates
  • Creating Term Templates
  • Running Charge Plans for Agreement Line Items Using Workflows
• Process of Administering Entitlements
  • Changing System Preferences for Entitlements
  • Viewing User Properties for Entitlements
  • Creating Entitlement Templates
  • Defining Metrics for Entitlement Templates
  • Defining Products for Entitlement Templates
  • Associating Entitlement Templates with Products
  • Defining Service Details for Entitlement Templates
  • Defining Pricing Details for Entitlement Templates
  • Defining Preventive Maintenance Plans for Entitlement Templates
  • Defining Exceptions for Service Activities
  • Adding Schedule Information to Entitlements
  • Configuring Auto-Entitlement for Quotes and Orders
• Process of Managing Agreements
  • Creating Agreements (End User)
  • Verifying Agreements (End User)
  • Associating Other Records with Agreements (End User)
    • Associating Primary Contacts with Agreements
    • Associating Activity Plans with Agreements
    • Associating Activities with Agreements
    • Associating Financial Details with Agreements
    • Associating Terms and Shipping Information with Agreements
    • Associating Products with Agreements
    • Associating Files with Agreements
  • Submitting Agreements for Approval (End User)
  • Viewing Entitlements and Products for Agreements (End User)
  • Viewing Agreements for Contacts (End User)
  • Renewing Line Items for Agreements (End User)
  • Defining Charge Plans for Agreement Line Items (End User)
    • Defining Charge Plans
    • Running Charge Plans Using the Charge Button
  • Defining Conditional Charge Plans for Agreement Line Items (End User)
  • Managing Line Item Revenue for Agreements (End User)
    • Adding Line Item Revenue to Agreement Line Items
    • Adding Revenue Plans to Agreement Line Items
  • Generating Documents for Agreements (End User)
• Process of Managing Entitlements
  • Creating Entitlements (End User)
  • Associating Other Records with Entitlements (End User)
    • Associating Accounts with Entitlements
    • Associating Contacts with Entitlements
    • Associating Products and Assets with Entitlements
  • Adding Service Information to Entitlements (End User)
  • Adding Metrics for Entitlements (End User)
  • Verifying Entitlements for Service Requests (End User)
  • Adding Preventive Maintenance Plans to Entitlements (End User)
• Workflows for Agreement Renewal and Approval
  • FS - Agreement Renewal Item Workflow
  • FS - Agreement Renewal All Workflow
  • ISS Approval (Agreement) Workflow
• Workflows for Entitlement Creation and Verification
  • FS - Create Entitlement Workflow
  • FS - Verify Entitlement Activity Workflow
  • FS - Verify Entitlement Order Best Price Workflow
  • FS - Verify Entitlement Quote Best Price Workflow
  • FS - Verify Entitlement SR Workflow
  • FS - Verify Entitlement SR Best Response Time Workflow

10 Dispatch Board

• Dispatch Board
• About the Dispatch Board
• About the Process Flows for Dispatch Board Scheduling
  • Local Dispatcher tasks for Scheduling Activities
  • Central Dispatcher Tasks for Scheduling Activities
• About Using the Dispatch Board
  • Displayed Schedule Information
  • Gantt Chart
  • Unscheduled Activities List
• About Rescheduling Appointments on the Dispatch Board
• Process of Administering the Dispatch Board
  • Changing the System Preference for the Dispatch Board
  • Configuring Assignment Scores for the Dispatch Board Gantt Chart
  • Setting Up Dispatcher Users
• Process of Configuring the Dispatch Board
  • Optimizing Display Speeds for the Dispatch Board
  • Displaying Additional Information on the Y-Axis of the Dispatch Board Gantt Chart
    • Creating a New Field on the Business Component
    • Creating the Applet User Properties
    • Viewing the New Field
  • Adding Drilldowns to the Dispatch Board Gantt Chart
    • Creating the Drilldown Object
    • Creating the Applet User Properties for the Drilldown
    • Viewing the New Drilldown Object
  • Adding Query Fields to the Dispatch Board Gantt Chart
    • Creating the Applet Controls
    • Creating the Applet Web Template Item
    • Using the New Query Field
  • Changing Information for the Dispatch Board Gantt Chart
  • Changing Displayed Tooltip Details on the Dispatch Board Gantt Chart
    • Creating a User Property for the Tooltip Field
    • Creating a Value for the Tooltip Field
  • Creating Time Zoom Intervals on the Dispatch Board Gantt Chart
    • Creating a New Time Zoom Interval
    • Configuring the Applet Control and User Properties
    • Configuring the JavaScript Files
  • Enabling Applets for Relocation to the Dispatch Board Gantt Chart
  • Adding User Preference Colors to the Dispatch Board Gantt Chart
  • Configuring Colors for Activities on the Dispatch Board Gantt Chart
  • Changing Colors for Periods on the Dispatch Board Gantt Chart
  • Restricting the Displayed Employees on the Dispatch Board Gantt Chart
  • Configuring the Display of Employees on Dispatch Dashboard Gantt Chart
  • Changing Colors for Employee Name Text on the Dispatch Board Gantt Chart
    • Create a New Color for the Employee Name Text
    • Add the New Color to the Field on the Business Component
• Process of Managing the Dispatch Board
  • Setting User Preferences for the Dispatch Board (End User)
  • Displaying Data in the Dispatch Board Gantt Chart (End User)
  • Viewing Employee Details in the Dispatch Board Gantt Chart (End User)
  • Assigning Activities to Field Service Engineers (End User)
    • About Using the Dispatch Board to Assign Activities
    • Assigning Activities to Field Service Engineers from the Service Screen
    • Assigning Activities to Field Service Engineers with Assignment Manager
    • Assigning Activities to Field Service Engineers from the Dispatch Board
  • Creating Activities from the Dispatch Board (End User)

11 Siebel Advanced Contracts

• Siebel Advanced Contracts
• About Siebel Advanced Contracts
• Scenario for Using Siebel Advanced Contracts
• About Workflows for Siebel Advanced Contracts
• Configuring Buttons for Siebel Advanced Contracts
  • Configuring Add Benefits Button
  • Configuring Auto Entitlement Button
• About Using the Task UI Application to Add Assets to Agreements
• Scenario for Adding Assets to Agreements with the Task UI Application
• Process of Administering Siebel Advanced Contracts
  • Creating Benefit Templates
  • Creating Condition Templates
• Process of Managing Siebel Advanced Contracts
  • Adding Terms to Agreements (End User)
  • Adding Benefits to Agreements (End User)
  • Adding Conditions to Benefits (End User)
  • Verifying Compliance (End User)
  • Using the Task UI Application to Add Assets to Agreements (End User)

12 Charges and Invoices

• Charges and Invoices
• About Charges and Invoices
• About Lists for Charges and Invoices
  • Cost Lists
  • Price Lists
  • Rate Lists
• About Processing Logic for Generating Invoices
  • Processing Logic for Service Requests
  • Processing Logic for Activities
  • Processing Logic for Agreements
  • Processing Logic for NRC Line Items
  • Processing Logic for RC Line Items
  • Processing Logic for Usage Line Items
  • Processing Logic for Adjustment Line Items
• Improving Performance and Scalability of Workflows for Charges
• Process of Administering Charges
  • Setting Up NRC Plans
  • Setting Up Use Plans
    • Adding Pricing Information for Use Plans
  • Setting Up Conditional Charge Plans
  • Defining Contract Schedules
• Process of Administering Invoices
  • Setting Up Auto-Invoice
  • Creating Charge Consolidation Plans
  • Consolidating Charges to Generate Customized Invoices
  • Canceling Charges After Charge Consolidation Completion
• Process of Managing Charges
  • Creating Charges Manually (End User)
  • Creating Charges Automatically (End User)
    • Creating Charges for Service Requests Automatically
    • Creating Charges for Activities Automatically
    • Creating Charges for Agreement Line Items Automatically
• Process of Managing Invoices
  • Creating Invoices Manually (End User)
  • Creating Invoices Automatically (End User)
  • Printing Invoices (End User)
  • Associating Payments with Invoices (End User)
• Workflows for Charges and Invoices
  • FS - Generate Agreement Charge Workflow
  • FS - Generate All Agreement Charges Workflow
    • Setting the Advance To Date in the Workflow
  • FS - Generate Agreement Charge wo Goto Charges View Workflow
  • FS - Generate Conditional Charge Process Workflow
  • FS - Charge Consolidation Workflow
  • FS - All Charge Consolidation Workflow

13 Third-Party Invoicing Applications

• Third-Party Invoicing Applications
• About Invoice Integration
• Process of Configuring Invoice Integration
  • Configuring the Web Service
  • Extending the Data Set
  • Disabling Invoicing
  • Customizing Invoicing
    • Defining Service Ports
    • Creating Workflow Processes

14 Fulfillment

• Fulfillment
• About Fulfillment
• About the Fulfillment Engine
  • Product Searches for Fulfillment
  • Pick Ticket Generation
  • Part Locator Engine
  • Component Parameters for the Fulfillment and Part Locator Engines
  • Substitution and Allocation Options
    • Conditions for Auto-Substitution
  • Parameters for the Fulfillment and Part Locator Engines
  • Methods for Starting the Fulfillment Engine
• Process of Administering Fulfillment
  • Setting Component Job Parameters for the Fulfillment and Part Locator Engines
  • Setting Up Product Fulfillment
  • Setting Up Processing for Orders
    • Defining Actions for Orders
    • Defining Types of Orders
• Process of Managing Fulfillment
  • Setting Up the Fulfillment and Part Locator Engines (End User)
  • Adding Details to Order Line Items (End User)
  • Fulfilling Orders Using the Fulfillment Engine (End User)
  • Allocating and De-Allocating Products Manually (End User)
  • Locating and Allocating Products Using the Part Locator Engine (End User)
  • Generating Pick Tickets for Orders (End User)

15 Service Inventories

• Service Inventories
• About Service Inventories
  • Process Flow of Goods in Service Inventories
• About Structure for Service Inventories
• About the Process Flow for Setting Up Service Inventories
  • Inventory Locations
    • External Inventory Locations
    • Trunk Inventory Locations
  • Inventory Relationships
  • Inventory Tracking
    • Inventory Levels
    • Negative Inventory Levels
    • Managing Inventory Levels
    • Location Order
• About Inventory Transactions
  • Conditions for Generating Transactions
  • Mobile Inventory Transactions
    • Validation Checks for Commit Buttons
    • Part Movement Recognition
  • Asset Transactions
  • Serialization for Products
• Process of Administering Service Inventories
  • Defining Products for Inventories
  • Setting Up Location Types for Inventories
  • Setting Up Inventory Levels
  • Setting Up Inventory Transaction Types
  • Setting Up Siebel Remote
  • Committing Transactions from Mobile Computers
• Process of Managing Service Inventories
  • Creating Inventory Locations (End User)
  • Adding Products to Inventory Locations (End User)
  • Associating Vendors with Inventory Locations (End User)
  • Associating Roles with Inventory Locations (End User)
  • Defining Relationships Between Inventory Locations (End User)
  • Viewing Inventory Statuses (End User)
  • Creating Inventory Transactions (End User)
  • Moving Parts Between Trunks (End User)
  • Performing Bulk Inventory Transactions (End User)
    • Workflows for Performing Bulk Inventory Transactions
  • Scrapping Inventories (End User)

16 Shipping and Receiving

• Shipping and Receiving
• About Shipping Orders
  • Process Flow for Shipping
  • Processing Logic for Shipments
  • Pick Tickets and Orders
• About Receiving Orders
  • Process Flow for Receiving
  • Processing Logic for Receipts
• About Validations for Shipping and Receiving Transactions
• About Hierarchical Assets for Shipping and Receiving
• Process of Managing Shipping
  • Shipping Products in Orders (End User)
  • Finding Pick Tickets for Order Line Items (End User)
  • Consolidating Pick Tickets (End User)
  • Creating Waybills for Pick Tickets (End User)
• Process of Managing Receiving
  • Receiving Products in Orders (End User)
  • Receiving Repaired Products from Third-Party Vendors (End User)
  • Viewing All Lines Items for Orders (End User)
  • Adding Information to Unknown Receipts (End User)

17 Cycle Counting and Replenishment

• Cycle Counting and Replenishment
• About Cycle Counting
• About the Cycle Counting Engine
  • Process Flow for Cycle Counting Engine
  • Configuration Parameters for the Cycle Counting Engine
  • System Preference Table for the Cycle Counting Engine
  • Parameters for the Cycle Counting Engine
  • Methods for Starting the Cycle Counting Engine
• About the Replenishment Engine
  • Configuration Parameters for the Replenishment Engine
  • Component Parameters for the Replenishment Engine
  • Parameters for the Replenishment Engine
  • Processing Logic for the Replenishment Engine
  • Methods for Starting the Replenishment Engine
• Process of Administering Cycle Counting
  • Setting Component Job Parameters for the Cycle Counting Engine
  • Changing System Preferences for the Cycle Counting Engine
  • Defining Configuration Parameters for Inventory Location Types
  • Defining Cycle Counting Classes for Products
  • Configuring Tracing for the Cycle Counting Engine
• Process of Managing Cycle Counting
  • Setting Up the Cycle Counting Engine (End User)
  • Setting Up Cycle Counts (End User)
  • Specifying the Products for Cycle Counts (End User)
  • Generating Cycle Counts (End User)
  • Viewing Pending Cycle Counts (End User)
  • Recording Results of Cycle Counts (End User)
  • Completing Cycle Counts (End User)
  • Adjusting Inventory for Cycle Counts (End User)
• Process of Managing Replenishment
  • Setting Up Replenishment (End User)
  • Replenishing Inventories (End User)
  • Viewing Pending Orders for Replenishment (End User)

18 Quality Management

• Quality Management
• About Siebel Quality
  • Features of Siebel Quality
  • Siebel Quality and Release Manager
    • Best Practices for Administering and Using Siebel Quality
• Process of Administering Siebel Quality
  • Setting Up Roles and Responsibilities
  • Setting Up Lists of Values
  • Mapping Area-Subarea Combinations
  • Adding Release Product Builds
• Process of Managing Siebel Quality
  • Logging Change Requests (End User)
    • Process Flow for Logging Change Requests
    • Querying for Existing Change Requests
    • Logging Change Requests
    • Generating Change Requests from Service Requests
  • Assessing Change Requests (End User)
    • Process Flow for Assessing Change Requests
    • Querying for Unassigned Change Requests
    • Reassigning Change Requests
    • Closing Unassigned Change Requests
    • Prioritizing and Assigning Change Requests
  • Resolving Change Requests (End User)
    • Process Flow for Resolving Change Requests
    • Assigning Change Requests to Engineers
    • Creating Multiple Occurrence Change Requests
    • Breaking Multiple Occurrence Links
    • Linking Related Change Requests
    • Closing Resolved Change Requests
  • Verifying Change Request Closures (End User)
    • Process Flow for Verifying Change Request Closures
    • Querying for Closed Change Requests
    • Reopening Change Requests
    • Closing Change Requests as Verified
  • Creating Patch Requests (End User)
    • Process Flow for Creating Patch Requests
    • Generating Patch Requests from Change Requests
    • Approving and Shipping Patch Requests

19 Release Management

• Release Management
• About Release Manager
  • Structure of Release Manager
  • Product Release Process
• Scenarios for Using Release Manager
  • Managing Administrator Work
  • Managing Product Marketing Work
  • Managing Engineering Work
  • Managing Quality Assurance Work
  • Managing Technical Publications Work
• Process of Administering Release Manager
  • Setting Up Releases
  • Setting Up Access Lists
  • Setting Up Project Teams
  • Setting Up Lists of Values
    • Lists of Values for Special Tag Fields
  • Setting Up Activity Templates
  • Adding Product Prototypes
  • Adding Area-Subarea Combinations
  • Updating Test Plans and Test Strategies
• Process of Managing Release Manager
  • Managing Product Marketing Work for Release Manager (End User)
    • Creating Features and Subfeatures
    • Adding MRDs and Linking Features
    • Monitoring Features and MRDs
    • Monitoring Release Items
  • Managing Engineering Work for Release Manager (End User)
    • Adding Engineering Tasks and Linking Features
    • Adding Subtasks to Engineering Tasks
    • Monitoring Engineering Tasks
  • Managing Quality Assurance Work for Release Manager (End User)
    • Creating Test Plans and Linking Features
    • Creating Test Strategies
    • Recording Test Passes and Linking Test Plans
    • Associating Change Requests with Test Passes
    • Monitoring Test Results
  • Managing Technical Publications Work for Release Manager (End User)
    • Creating Technical Documents and Linking Features
    • Adding Activity Plans to Technical Documents

20 Assets

• Assets
• About Assets
  • Serialization of Assets
  • Registration of Assets
  • Hierarchical Assets
  • Asset Transactions
  • Asset Swaps
    • Asset Swaps Business Service
• About the Asset Dispatch Board
  • Gantt Chart
  • Unscheduled Activities List
• Asset Charts
• Process of Administering Assets
  • Configuring Account Service Teams
  • Defining Assignment Rules
  • Creating Asset Mapping Records
  • Setting Up Measurement Types for Products
• Process of Managing Assets
  • Creating Assets (End User)
  • Associating Other Records with Assets (End User)
    • Associating Change Requests with Assets
    • Associating Backup or Dependent Assets with Primary Assets
    • Associating Assets with Accounts
    • Associating Preventive Maintenance Plans with Assets
  • Creating Transactions for Assets (End User)
  • Creating Hierarchical Assets from Product Bundles (End User)
  • Defining Assignments for Field Service Engineers (End User)
    • Creating Asset Service Teams
    • Assigning Role Priorities to Asset Service Team Employees
    • Creating Account Service Teams
    • Assigning Role Priorities to Account Service Team Employees
  • Viewing Other Records Associated with Assets (End User)
  • Viewing Components for Assets (End User)
  • Viewing Changes to Assets (End User)
  • Viewing the Operating Statuses of Assets (End User)
  • Calculating Adjusted Cost of Assets (End User)
  • Calculating Value and Replacement Cost of Assets (End User)
  • Associating Measurement Types with Assets (End User)
  • Recording Readings for Assets (End User)
  • Analyzing Readings for Assets (End User)
  • Managing Information Display in Gantt Chart of Asset Dispatch Board (End User)
    • Changing the Date for Gantt Chart Information
    • Changing Time Zoom Intervals for Gantt Chart Information
    • Querying for Assets on the Gantt Chart
    • Viewing a Summary of Activity Details on the Gantt Chart
  • Scheduling Activities for Assets (End User)

21 Warranties

• Warranties
• About Warranties
  • Concurrent Warranties
• Process of Administering Warranties
  • Creating Warranties
  • Adding Products to Warranties
  • Associating Warranties with Service Providers
• Process of Managing Warranties
  • Viewing Warranty Information (End User)
  • Verifying Warranties (End User)
  • Associating Warranties with Assets (End User)
  • Associating Warranties with Order Line Items (End User)
  • Tracking Warranty Recovery (End User)

22 Preventive Maintenance

• Preventive Maintenance
• About Preventive Maintenance
• About the Process Flow for Preventive Maintenance Engine
• About Triggers for Preventive Maintenance
  • Processing Logic for Triggers
  • Prioritization of PM Plans for Date and Time Interval Triggers
  • Time Interval Triggers
    • Example: Using Time Interval Triggers
    • Restarting Scheduling for Preventive Maintenance Actions
  • Date Triggers
  • Usage Triggers
  • Threshold Triggers
    • Measurements and Readings
  • Event Triggers
• About Plans and Actions for Preventive Maintenance
  • Service Request Templates
• About the Preventive Maintenance Engine
  • Validation of PM Plans for Assets
  • Parameters for the Preventive Maintenance Engine
  • Guidelines for Improving Performance of the Preventive Maintenance Engine
  • Methods for Starting the Preventive Maintenance Engine
    • Using Component Jobs
    • Using the Field Service Client
• Process of Administering Preventive Maintenance
  • Setting Component Job Parameters for the Preventive Maintenance Engine
  • Creating Service Request Templates for Preventive Maintenance
• Process of Managing Preventive Maintenance
  • Setting Up the Preventive Maintenance Engine (End User)
  • Creating Preventive Maintenance Plans (End User)
  • Associating Products and Assets with PM Plans (End User)
  • Associating Activity Templates with PM Plans (End User)
  • Associating Service Request Templates with PM Plans (End User)
  • Running Preventive Maintenance Plans (End User)
  • Viewing Generated Actions for Preventive Maintenance Plans (End User)

23 Repairs

• Repairs
• About Repairs
  • Process Flow for Repairs
  • Repair Product Receipt
  • Repair Numbers
  • Repair Activities
• About Generating Inventory Transactions for Repairs
  • About Shipping Defective Products to Third-Party Vendors
  • About Receiving Repaired Products from Third-Party Vendors
  • Exchanging an Asset During a Third-Party Repair
  • Returning Products to Good Inventory
  • Inventory Levels for Repaired Products
• Process of Managing Repairs
  • Creating Repair Records (End User)
  • Adding Information to Repair Records (End User)
    • Generating Repair Activities for Repair Records
    • Updating Repair Activities for Repair Records
    • Recording Movements of Defective Products in Repair Records
  • Creating Orders for Repairs (End User)
  • Creating Transactions for Receiving Defective Products Over-the-Counter (End User)
  • Creating Transactions for Shipping Defective Products to Third-Party Vendors (End User)
  • Viewing the History of Repairs (End User)

24 Barcodes

• Barcodes
• About Barcodes
  • Input from Barcode Readers
  • Data from Barcode Readers
• About Printing Barcodes in Reports
• About Using Barcode Readers
• Setting Up the Barcode Interface
• Process of Managing Records with Barcode Readers
  • Creating New Records for Barcode Data (End User)
  • Updating Records with Barcode Data (End User)
  • Finding Records with Barcode Readers (End User)

25 Engine Logging Levels

• Engine Logging Levels
• About Business Service Engines for Siebel Field Service
  • Server Component Aliases
  • Changing Logging Levels

26 Business Service Methods in Siebel Field Service

• Business Service Methods in Siebel Field Service
• About Business Services in Siebel Field Service
• Business Service Methods for Advanced Contracts
  • Condition Evaluator Business Service
    • Evaluate Condition Method
  • Contracts Accumulator Business Service
    • Manage Running Total Method
  • Contracts Resolver Business Service
    • Resolve Transaction Amount Method
• Business Service Methods for Agreements
  • FS Agreement Charge Business Service
    • CalculateRCAdjustAmount Method
    • GenerateAdjustmentCharge Method
    • GenerateNRCCharge Method
    • GenerateRCCharge Method
    • GenerateUsageCharge Method
  • FS Agreement Renewal Business Service
    • RenewAgreement Method
    • RenewAllAgreements Method
  • FS Holiday API Service Business Service
    • GetElapsedBusinessTime Method
    • IsHoliday Method
  • ISS Copy Service Business Service
• Business Service Methods for Assets
  • FS Asset Swap Service Business Service
    • SwapAssetEntitlements Method
    • SwapAssetWarranties Method
  • FS Asset Warranty Service Business Service
    • CheckAssetWarranty Method
    • CreateAssetWarranty Method
    • GetAssetWarranties Method
• Business Service Methods for Charges
  • FS Generate Conditional Charge Process Business Service
    • GenerateCharge Method
    • GetCondCharge Method
  • FS Service Charge Business Service
    • Process Flow for Invoicing Service Requests or Activities
    • CreateExpenseCharge Method
    • CreateExpenseEntitlementCharge Method
    • CreateOrderCharges Method
    • CreatePartsCharge Method
    • CreatePartsEntitlementCharge Method
    • CreateServiceCharges Method
    • CreateTimeCharge Method
    • CreateTimeEntitlementCharge Method
• Business Service Methods for Cycle Counting
  • FS Cycle Counting Business Service
  • GenerateCounts Method
• Business Service Methods for the Dispatch Board
  • FS Activity Cache Business Service
    • CleanUpCacheTable Method
  • FS Dispatch Board Utils Business Service
    • AssetAssignActivity Method
    • AssetUnassignActivity Method
    • AssignActivity Method
    • CalculateFromToAddresses Method
    • CalculateDistanceVals Method
    • GetCalculatedDistanceVals Method
    • GetEmployeeScores Method
    • GetWirelessCoverage Method
    • UnassignActivity Method
  • FS Service Region Business Service
    • GetServiceRegionId Method
• Business Service Methods for Entitlements
  • FS Create Entitlement Business Service
    • Process Flow for Creating Entitlements
    • CreateCoveredProds Method
    • CreateEntitlements Method
    • GetEntitlementTemplates Method
    • ValidateEntitlementTemplates Method
  • FS Verify Entitlement Business Service
    • GenerateList Method
    • GetBestPricedEntitlement Method
    • GetBestResponseTime Method
    • GetNextItem Method
    • GetPrice Method
    • GetResponseTime Method
    • GetTimeZone Method
    • ShowEntitlementPickList Method
    • UpdateEntitlementCounter Method
    • VerifyPricingEntitlement Method
    • VerifyServiceEntitlement Method
• Business Service Methods for Fulfillment
  • FS Fulfillment Service Business Service
    • Fulfill Method
    • GenPickTickets Method
  • FS Part Locator Service Business Service
    • Locate Method
• Business Service Methods for Inventories
  • FS Inventory Transaction Business Service
    • AddAssetsToTxn Method
    • AggrAssetsPerProdPerSource Method
    • BulkTransfer Method
    • CommitTxn Method
    • GetDetails Method
    • SetTxnDetails Method
    • SetTxnDetailsFromTxnSet Method
• Business Service Methods for Invoices
  • FS Charge Consolidation Business Service
    • CancelInvoice Method
    • ConsolidateCharge Method
• Business Service Methods for Preventive Maintenance
  • FS Preventive Maintenance Business Service
    • GeneratePM Method
• Business Service Methods for Replenishment
  • FS Replenish Business Service
    • GenerateOrder Method
    • UnlockAllInventories Method
• Methods for Schedules
  • About Calling the ABS and Optimizer Methods
  • Methods for the ABS
    • CancelAppointment Method
    • CancelRequest Method
    • ConfirmAppointment Method
    • DefragmentServiceRegion Method
    • GetAppointment Method
    • GetAppointments Method
    • GetConfirmedAppointment Method
    • LoadActivities Method
    • LoadEmployees Method
    • ReloadServiceRegion Method
    • UnloadEmployees Method
  • Methods for the Optimizer
    • CancelAppointment Method
    • GetConfirmedAppointment Method
    • LoadActivities Method
    • LoadEmployees Method
    • Optimize Method
    • ReloadServiceRegion Method
    • StopOptimize Method
    • UnloadEmployees Method
• Business Service Methods for Siebel Field Service Integration to Oracle Real-Time Scheduler
  • Advanced Scheduler Activity Skill Match Service Business Service
    • GetActivitySkillData Method
    • PersistActivitySkillData Method
  • Advanced Scheduler GeoCode Service Business Service
    • BatchGeoCode Method
    • GetRealTimeGeoCode Method
  • Advanced Scheduler Service Business Service
    • CancelAppointment Method
    • ConfirmAppointment Method
    • GetAppointment Method
    • GetConfirmAppointment Method
    • GetTransferToORS Method
    • RollbackServiceRegionAtORS Method
    • UpsertActivity Method