• 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
• 27 Siebel to Oracle Fusion Knowledge Management Integration
  • Siebel CRM to Oracle Fusion Knowledge Management Integration
  • About Using Siebel Field Service Integration to Oracle Fusion Knowledge Management
  • Siebel Field Service Integration to Oracle Fusion Knowledge Management
  • Supported Languages
  • Search Use Case for Siebel Field Service to Oracle Fusion Knowledge Management
  • Functional Design for Search Use Case for Siebel Field Service to Oracle Fusion Knowledge Management
  • Setup and Configuration
  • Enabling Siebel to Oracle Fusion Knowledge Management Integration
  • Configuring Siebel Fields for Oracle Fusion Knowledge Management Search
  • Disabling Oracle Fusion Knowledge Management Search for Siebel Service Request Status Field Values
  • Setting up Siebel Outbound REST