Está en la página 1de 612

SIEBEL eBUSINESS APPLICATIONS

®

SIEBEL F IELD SERVICE GUIDE
SIEBEL 2000
VERSION 6.1
10PA1-FS00-06100

SEPTEMBER 2000

Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404 Copyright © 2000 Siebel Systems, Inc. All rights reserved. Published 1998–2000 Printed in the United States of America No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic or other record, without the prior agreement and written permission of Siebel Systems, Inc. The full text search capabilities of Siebel eBusiness Applications include technology used under license from Fulcrum Technologies, Inc. and are the copyright of Fulcrum Technologies, Inc. and/or its licensors. Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions. Windows® is a registered trademark of Microsoft Corporation. All other product names, marks, logos, and symbols may be trademarks or registered trademarks of their respective owners. U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S. Government shall be subject to the applicable Siebel license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or FAR 52.227-14, Rights in Data—General, including Alternate III (June 1987), as applicable. Contractor/licensor is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404.

Proprietary Information Siebel Systems, Inc. considers information included in this documentation and in Siebel Online Help to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the applicable Siebel Systems software license agreement, which has been executed and with which you agree to comply; and (2) the proprietary and restricted rights notices included in this documentation.

Siebel Field Service Guide

Contents

Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2 How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3 What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3 Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5 Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-6 Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8

Chapter 1. Field Service Overview
About Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Managing the Full Cycle of Field Service . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Dispatch Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Mobile Computing Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Service Parts Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Field Engineer Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Field Engineer Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Preventive Maintenance and Asset Measurements . . . . . . . . . . . . . . . . . . . 1-8 Shipping and Receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Field Service Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Field Service Application Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Screens and Views in Field Service Administrative Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11

Logging On as the Siebel Administrator . . . . . . . . . . . . . . . . . . . . . . . 1-27 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28

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Chapter 2. Service Support
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 Assigning Activities and Dispatching Field Service Engineers . . . . . . . . . . 2-7 Activity Templates and Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 Using Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 Screens and Views for Service Support . . . . . . . . . . . . . . . . . . . . . . . . 2-21 Setting Up Service Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-21 Carrying Out Service Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22 Accounts Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-25 Accounts Across Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-25 Accounts Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-26 Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-27 Service Agreements and Entitlements Views . . . . . . . . . . . . . . . . . . . . . 2-28 Service Profile View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-30 Service Requests Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32 Service Requests Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-33 Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-36 Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-36 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-38 Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40 Metrics View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-41 Product Defects View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42 Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-44 Service Calendar View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-45 Solution Search View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-46 Dispatch Board Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-47 Dispatch Board View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-48 Employee Query View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-56

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Service Request Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-57 Service Request Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-59 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-60 Setting Up Service Accounts and Service Requests . . . . . . . . . . . . . . . . . .2-60 Setting Up Territories and Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-62 Setting Up Dispatchers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-63 Dispatch Board Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-63 Using Dispatch Board Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-64

Chapter 3. Field Service Activities
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 Setting Up Field Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 Monitoring Field Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-10 Recording Field Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12 Screens and Views for Field Service Activities . . . . . . . . . . . . . . . . . . . 3-14 Carrying Out Field Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-14 Activities Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 All Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17 Expense Tracker View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-20 Field Part Movements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-22 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-24 Instructions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-26 Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-27 Measurements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-27 Recommended Parts and Tools View . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-28 Skills View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-29 Steps View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30 Time Tracker View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31

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Products Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32 Part Browser Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 Solutions Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-38 All Solutions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39 Resolution Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-40 Related Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-41 Solution Search View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-41 Activities Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42 Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43

Chapter 4. Service Agreements
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 Verifying Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 Using Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 Screens and Views for Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Agreements Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12 All Agreements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12 Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15 Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16 Administrative Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17 Attachments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19 Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19 Entitlements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20 Financial Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

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Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25 Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-26 Terms and Totals View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-28 Preventive Maintenance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-29 Entitlements Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30 Accounts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-30 Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-31 Metrics View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33 Preventive Maintenance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-34 Products View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-35 Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-36 Agreements Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-37 Agreements Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-37 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-38 Setting Up Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-38 Setting Up Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-42 Verifying Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-45 Specifying Entitlement Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-45

Chapter 5. Assets
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Obtaining Information About Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Calculating the Value and Cost of an Asset . . . . . . . . . . . . . . . . . . . . . . . 5-7 Setting Up Asset Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Obtaining Readings from Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Screens and Views for Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Pricing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 Asset Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-12

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Marketing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14 Product Measurements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14 Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 All Assets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 Product Defects View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19 Relationships View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21 Sub-Components and Transaction Views . . . . . . . . . . . . . . . . . . . . . . . . 5-22 Repair History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26 Valuation View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26 Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30 Measurements and Readings Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30 Preventive Maintenance Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-34 Asset Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Setting Up Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Asset Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39 Asset Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40 Asset Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40

Chapter 6. Warranties
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Obtaining Information About Warranties . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Screens and Views for Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 Warranty Products View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11 Service Providers View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12

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Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13 Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-13 Orders Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14 Line Item Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-14 Products Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-16 Repairs Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Repairs View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-16 Service Requests Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-17 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-17 Setting Up Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-17

Chapter 7. Service Inventory
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Using Mobile Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Replenishing Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Using Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Screens and Views for Service Inventory . . . . . . . . . . . . . . . . . . . . . . . 7-11 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-14 Parts Movement Administration View . . . . . . . . . . . . . . . . . . . . . . . . . . .7-14 Inventory Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-16 Inventory Transaction Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-19 Inventory Bucket Categories View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-21 Marketing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-23

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Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27 Inventory Locations Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27 Product Buckets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-31 New Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-34 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37 Authorized Vendors View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-38 Relationships View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-39 Roles View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-40 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-40 Part Browser Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-41 Part Browser View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-41 Inventory Transactions Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-43 All Inventory Transactions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-43 Assets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-47 Activities Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-48 Field Part Movements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-48 Service Inventory Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-51 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-51 Setting Up a Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-52 Setting Up Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-54 Inventory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-61 Inventory Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-62 Product Buckets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-62 Product Serialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-63 Inventory Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-63 Tracking an Inventory Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-65 Inventory Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-66 Synchronizing Remote and Local Databases . . . . . . . . . . . . . . . . . . . . . . 7-75

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Chapter 8. Orders
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 RMAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 Repair Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9 Internal Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-10 Purchase Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11 Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11 Creating and Tracking Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-13 Fulfilling Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-18 Screens and Views for Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-20 Application Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-22 Order Action Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-22 Order Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-23 Orders Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-24 All RMAs/Service Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-24 Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-27 Line Item Actions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-31 Line Item Part Locator View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-33 Line Item Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-35 Terms View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-36 Repairs View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-37 Orders Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-38 Orders Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-39

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Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-40 Setting Up Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-40 Setting Up the Fulfillment and Part Locator Engines . . . . . . . . . . . . . . . . 8-40 Options for Using Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-43 Generating Pick Ticket Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-45 Fulfillment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-46 Part Locator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Preferences for the Fulfillment and Part Locator Engines . . . . . . . Engine Parameters for the Fulfillment and Part Locator Engines . . . . . . . . Running the Fulfillment and Part Locator Engines . . . . . . . . . . . . . . . . . . 8-48 8-49 8-53 8-54

Chapter 9. Logistics Management
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4 Replenishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4 Cycle Counting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5 Replenishing Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8 Using a Barcode Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-10 The Barcode Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11 Printing Barcodes in Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-15 Using a Barcode Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-16 Screens and Views for Logistics Management . . . . . . . . . . . . . . . . . . . 9-18 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-20 Barcode Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-20 Marketing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-22 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-22 Cycle Counting Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-23 All Cycle Counts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-23 Part List View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-25 Variance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-27

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. . . . . . . . . . . . . . 10-9 Version 6. . . 9-31 New Replenishment Orders View . . . 9-52 Parameters for the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-47 Setup and Configuration for the Replenishment Engine . . . . . . . . .9-38 Setup and Configuration for Cycle Counting . . . . . . . . . . . . . . . . . . . . . .9-37 Processing Barcode Data . . . . . . . . . . . . . . . . . . . 9-39 Setting Up Cycle Counting . 10-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-49 Configuration Information for the Replenishment Engine. . . . . . . . . . . .9-42 System Preferences for the Cycle Counting Engine. . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-7 Processing and Tracking Receipts . . . . . . . . . . . . . . . . . . 9-51 System Preferences for the Replenishment Engine . . . . . . . . . . . . . Shipping and Receiving About This Chapter . . . . . . . . . . . . . . . . . . . . . . .9-37 Searching for Barcode Data . . . . . . . . . . . . 9-54 Chapter 10. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-46 Tracing for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . 9-30 Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-45 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-53 Running the Replenishment Engine . . . . . . . . . . . . . . . .9-36 Destinations for Barcode Data . . . . . . . .1 Siebel Field Service Guide x iii . . . . . . . . . . . . . . 9-49 Setting Up Replenishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Cycle Counting Report . . . . . . . . . . . . . . .9-35 Setup and Configuration for Barcode Reading . . . . . . . . . . . . .9-39 Configuration Parameters . . . . . . . . . .9-33 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-44 Engine Parameters for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-36 Setting Up a Barcode Interface . . . . . . . . . . . . . . . . . . . . . 9-31 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-41 Configuration Information for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . 10-4 Processing and Tracking Shipments . . . . 10-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Contents

Screens and Views for Shipping and Receiving . . . . . . . . . . . . . . . . . . 10-11 Shipping Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12 All Pick Tickets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12 Pick Ticket View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-14 Repair Pick Ticket View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-17 Waybill View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-18 Consolidation View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-20 Shipping Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 Receiving Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 All Pending Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 Line Item Receipts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-24 All Unknown Receipts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-26 Receive Internal Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28 Receive Purchase Order View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-31 Receive Repair Order View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Receive RMA View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Receive Unknown View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Waybill View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Process Shipment Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Generate Transactions Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34 Common Checks and Validations for Shipping and Receiving. . . . . . . . . 10-35 Inventory Transactions for Repairs in an Internal Repair Center . . . . . . . . 10-35 Inventory Transactions for Repairs Sent to a Third-Party Vendor . . . . . . . 10-36 Inventory Transactions for Repairs Received from a Third-Party Vendor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-37 Third-Party Vendor Swaps an Asset During Repair . . . . . . . . . . . . . . . . . 10-38

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Chapter 11. Repairs
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4 Workflow for Repairs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5 Receiving Items for Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 Repair Records and Defective Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 Repair Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 Repair Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 Asset Repair Histories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 Processing Defective Items for Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8 Screens and Views for Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-14 Repairs Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15 Repairs Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15 Activities Plan View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-18 Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-20 Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-22 Repair History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-22 Repair Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-23 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-24 Setting Up Repair Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-24 Serialized Products and Inventory Location . . . . . . . . . . . . . . . . . . . . . . 11-25 Inventory Transactions for the Repair Process . . . . . . . . . . . . . . . . . . . . 11-25

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Chapter 12. Preventive Maintenance
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Business Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-4 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-4 Generating Preventive Maintenance Actions . . . . . . . . . . . . . . . . . . . . . . 12-6 Screens and Views for Preventive Maintenance . . . . . . . . . . . . . . . . . . 12-7 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-8 Service Request Templates View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-8 SR Template Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-11 Preventive Maintenance Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-12 Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-13 Triggers View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-14 Products View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-18 Actions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-19 History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-20 Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-22 History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-22 Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-24 Agreements Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-25 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-25 Setting Up the Preventive Maintenance Engine . . . . . . . . . . . . . . . . . . . .12-25 Enabling Preventive Maintenance Plans . . . . . . . . . . . . . . . . . . . . . . . . .12-28 Validating PM Plans for an Asset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-28 Trigger Logic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-29 Invoking the Preventive Maintenance Engine . . . . . . . . . . . . . . . . . . . . .12-32 System Preferences for the Preventive Maintenance Engine . . . . . . . . . . .12-33 Engine Parameters for the Preventive Maintenance Engine . . . . . . . . . . .12-33 Tables Involved . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-36

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Chapter 13. Invoices
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-4 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-4 Producing a Customer Invoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-6 Screens and Views for Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-9 Pricing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-10 Asset Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-10 Billings Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-10 All Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-11 Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-14 Line Item Detail View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-16 Payments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-18 Activities Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20 Expense Tracker View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20 Field Parts Movements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21 Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21 Time Tracker View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-22 Service Requests Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-24 Invoice Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-27 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-27 Setting Up Auto Invoicing . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements of the Auto Invoicing Engine. . . . . . . . . . . . . . . . . Cost and Price Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization of an Invoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .... .... .... .... . .13-27 . 13-28 . 13-29 . 13-30

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Chapter 14. Field Service Analysis
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Field Service Analysis Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Data for Field Service Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Activity Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3 Activity Trend Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-5 Average Time Spent Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-7 Average Time Spent Trend Analysis View . . . . . . . . . . . . . . . . . . . . . . . . 14-9

Index

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Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2 How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3 What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3 Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5

Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-6 Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8

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Who Should Use This Guide

Who Should Use This Guide

Intro

This guide describes each feature of Siebel Field Service 6.0 in terms of a likely business scenario, the user interface for implementing the scenario, and the specific tasks that a user can carry out. In addition, the guide provides the information required for configuring and administering this application.
NOTE: This guide is not intended for end users. It is designed primarily for

configurators and the personnel described in the following list. The audience for this guide consists of:
Configurators Installers Marketing Administrators

Persons responsible for planning, implementing, and configuring Siebel applications. Persons responsible for setting up Siebel Field Service for initial use. Persons responsible for setting up and maintaining a marketing department; duties include designing and managing campaigns, product marketing information, and product distribution lists.

Siebel Application Persons responsible for planning, setting up, and maintaining Administrators Siebel applications. Service Center Administrator Siebel System Administrators Database Administrators

Persons responsible for setting up and maintaining a service center. Persons responsible for the whole system, including installing, maintaining, and upgrading Siebel products. Persons who administer the database system, including data loading; system monitoring, backup, and recovery; space allocation and sizing; and user account management.

Siebel Application Persons who plan, implement, and configure Siebel applications, Developers possibly adding new functionality.

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How This Guide Is Organized

How This Guide Is Organized

Intro

This guide is organized according to the functions of screens that apply to Siebel Field Service. For example, screens that apply to service support are grouped into one chapter.

What’s New in This Release
Siebel Field Service, version 6.1, has the following new feature:
Feature Description

Intro

Dispatch Board

A color-coded chart which displays the schedules of selected employees. Dispatchers use this screen to assign and schedule field service activities. See Chapter 2, “Service Support.”

NOTE: Your Siebel implementation may not have all the features described in this

guide, depending on which software modules you have purchased.

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What’s New in This Release

Siebel Field Service, version 6.0, has these following new features:
Feature Description

Agreements Assets Measurements Barcode Support

New Agreements and Entitlements screens and views. For collecting data directly from assets for use in preventive maintenance, agreements, and diagnostics. Automated input of data from barcode scanners to predetermined fields. Also, automated searching of the Field Service database for records related to data obtained from barcodes. Automatic preparation of invoices, in the field, for services. Itemizes all activities, materials, labor, and expenses related to a service request or an activity. For cycle counting, automatic adjustments for discrepancies between physical counts and inventory quantities. Analysis of field service activities using data mart technology. The ability to partition the Field Service database among logical units of a large company, limiting visibility of the data. Automatic generation of service requests for the preventive maintenance (PM) of assets. PM activities may be based on service requests and activity templates. PM activities are triggered by data collected from assets, a fixed length of time, or the number of service requests in a period of time. New Product Warranty views to handle multi-level coverage. New Receiving view: All Pending Orders. Ability to record inventory transactions in the field and automatically commit part movements during synchronization.

Invoices

Logistics Field Service Analysis Organizations Preventive Maintenance

Warranty Receiving Remote Transactions

NOTE: Your Siebel implementation may not have all the features described in this

guide, depending on which software modules you have purchased.

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Additional Documentation

Additional Documentation

Intro

The following documentation also provides information on the topics addressed in this guide. Siebel Applications Administration Guide Siebel Assignment Manager Administration Guide Siebel .COM Applications Guide Siebel Configurator Guide Siebel Release Notes Siebel Pricing, Costing, and Rate List Administration Guide Siebel Search Guide Siebel Server Administration Guide Siebel Workflow Manager Guide Using Siebel Applications This guide does not provide information about general software concepts, such as records and queries, or about using Windows. Neither does it provide instructions for basic navigation in Siebel applications. For this information, refer to Siebel Basics. Administrators and developers, such as marketing administrators, service center administrators, and application developers, should also read the Siebel Applications Administration Guide for information on how to set up and maintain Siebel applications. You will find information about Siebel Technical and Professional Services in the Guide to Siebel Global Services. For copies of these documents, please use Siebel Books Online, accessible via the Worldwide Services tab on the Siebel Systems Web site (www.siebel.com). Through Siebel Books Online, you can order additional Siebel documentation and copies of the Bookshelf for Siebel eBusiness Applications CD-ROM. Another source of information is the Siebel Online Help.

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Contacting Siebel Technical Support

Contacting Siebel Technical Support

Intro

Do you know how to access Siebel Technical Support? It is crucial that you understand the requirements for getting support before you encounter technical issues that require Siebel Technical Support’s assistance. This will facilitate smooth resolution of your issues. If you have questions, please don’t hesitate to contact us. To maximize your knowledge of Siebel products and your return on investment: You must attend Siebel training to become a designated contact. Your Siebel-trained designated contacts provide technical support to your users. Siebel Technical Support provides support directly to your designated contacts only. To provide efficient, timely support and access to an extensive knowledge base: Siebel Technical Support is primarily Web-based, accessed through Siebel SupportWeb (http://supportweb.siebel.com). Please submit new service requests to us through SupportWeb, where you can also search the knowledge base for solutions. Designated contacts receive read/write access to Siebel SupportWeb. All other project team members at your company receive read-only accounts so that they can access the support knowledge base. To register for Siebel training, please access http://www.siebel.com/education/ and choose Implementation Team Training. Please submit your technical issues and updates to Siebel SupportWeb (http://supportweb.siebel.com). If you do not have a SupportWeb account, or if you have a question, please contact us at support@siebel.com or call your local Siebel Support Center below:
s s s s s

North America: Brazil (Sao Paulo): UK (London): Germany (Munich): France (Paris):

+800 214 0400 or +1 650 295 5724 +55 11 5110 0800 +44 (0) 800 072 6787 or +44 (0) 1784 494949 +49 89 957 18 400 +00 +800 - 21 40 40 04

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Contacting Siebel Technical Support

s

Japan (Tokyo):

0120 606 750 (Japan domestic only), +81 3 5469 3811 (outside of Japan) +65 320 8533

s

Singapore:

Outside of local support center hours, Gold and Rollout Support Option customers can call +1 800 214 0400 or +1 650 295 5724. We appreciate your business and look forward to working with you.

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Technical Publications Department 2207 Bridgepointe Parkway San Mateo. Inc. company name. we want to know about any corrections or clarifications that you would find useful. job title or functional area.com We appreciate your feedback. In t ro . Please include in your message: s s Intro The title and version of this guide Your name. CA 94404-5009 doc@siebel.Introduction Siebel Welcomes Your Comments Siebel Welcomes Your Comments To help us with future versions.1 . phone number. and email address Contact us through regular mail or email at: Siebel Systems.8 Siebel Field Service Guide Version 6.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Dispatch Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-27 Administrative Tasks . . . . . . . . . . 1-7 Service Inventory . . . . . . . . . . . . . . 1-7 Field Engineer Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Preventive Maintenance and Asset Measurements . . . . . . . . . . . . . . . . . . .Field Service Overview 1 About Field Service . . . . . . . . . . . . . . . . . 1-8 Field Service Analysis . . . . . . . . . . . . . .1 Siebel Field Service Guide 1-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Field Service Application Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11 Logging On as the Siebel Administrator . . . . . . . . . . . . . 1-6 Service Parts Information . . . . . . . . . . . . . . . . . . . 1-6 Field Engineer Information . . . . 1-9 Screens and Views in Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Shipping and Receiving . . . . . . . . . . 1-2 Managing the Full Cycle of Field Service . . . . . . . 1-28 Version 6. . . . . . . . . . . . . . . . . . 1-6 Mobile Computing Support . . . . . . . . . .

Manages repair of defective parts. Tracks parts consumption and logistics.1 . Searches for solutions. billing. Siebel Field Service handles a full complement of field service tasks. including the required skills. Assigns and dispatches field service engineers. Creates activities for a service request. Prepares invoices for service. Sets up and manages preventive maintenance plans. Verifies service agreements and entitlements. Defines characteristics of assets and records readings from equipment (assets) in the field for preventive maintenance. Provides field service engineers with complete service details. Provides part inventories for parts depots and trunk stock. and parts for all service activities. s s s s s s 1-2 Siebel Field Service Guide Version 6.Field Service Overview About Field Service About Field Service Siebel Field Service provides service center agents. Integrates return materials authorizations and service orders. and service. warehouse staff. Manages inventory replenishment. tools. Provides detailed customer configuration. Enters a service request. Tracks and analyzes service costs. and field service engineers the tools to respond efficiently and effectively to service requests. including the following: s s s s s s s s s s s s 1 Receives service center calls. and tracks payments. Utilizes a barcode reader to read serial numbers and to label certain field service and inventory documents.

Based on the diagnosis of the problem and the service level agreement. field engineers. Siebel Field Service consists of basic functions required by most service businesses. enterprise-wide customer management system. plus optional functions that can be added to fit most field service requirements: s 1 Base Field Service applications: s s s s Call Management Account/Contact Management Field Activities Management Warranty Management Version 6. and service parts information in a comprehensive. Siebel Field Service integrates call center. The order is filled and the replacement parts shipped to the customer or the field engineer. Managing the Full Cycle of Field Service Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Separate functional groups such as the service center. time.Field Service Overview About Field Service The field service process typically consists of a customer reporting a problem to a service center and field engineers being dispatched with spare parts. the engineer can report details of the resolution from the field. dispatch. and location. When a call has been resolved. a Return Material Authorization or a Service Order is created and linked to the Service Request to allow prompt resolution. Activities are dispatched to a field engineer with the right skill set. dispatch. Service Request Activities are created throughout the life cycle of the Service Request. Inbound service center calls are managed by first checking the service level agreements of the caller. and defective parts are managed through the repair cycle. tools. and parts business need to share information. An invoice can be issued to the customer as proof of work. and the service parts inventory is updated and replenished on a just-in-time basis. the customer relationship database is updated to reflect possible crossselling opportunities. Pending return material authorizations from customers are tracked from receiving the items.1 Siebel Field Service Guide 1-3 . Then a Service Request is entered. field activities. A field service business that can rely on a single software application to manage this process can fully observe and control the process.

Field Service Overview About Field Service s s s Asset Management On-Site Services Management Knowledge Management s Optional Field Service applications: s s s s s s s s s s Orders Management Service Inventory Shipping and Receiving Repair Barcode Integration Preventive Maintenance Field Service Analysis Logistics Management Contract Management Dispatch and Scheduling Management (Calendar option) 1-4 Siebel Field Service Guide Version 6.1 .

1 A Functional Overview of Field Service Components Siebel Field Service Guide 1-5 . Version 6. Service Inventory Inventory buckets Field Service Operation and Dispatch Part Browser Service order Assign Replenishment Inventory locations Cycle counting Service request Assignment Manager Dispatch Schedule Allocate Inventory transactions Adjustment Preventive Maintenance Logistics Field transfers Inventory transfers Over-the -counter Service request Service request template Trigger Receiving Contracts Fulfillment/ Part Locator Picking and shipping Service agreement Installed Base Customer Configuration Repairs Repair order Defective tag Entitlement Warranties Assets Field Service Engineer Activities Order Processing Internal order Service order Field service activity RMA Trunk inventory Activity pan Activity template Field engineer Billing Parts Time and materials Expenses Skills Shift Territory Calender Tools Invoice Figure 1-1.Field Service Overview About Field Service The flow chart in Figure 1-1 shows the functional relationships among the components of Siebel Field Service.

these transactions may be committed and recorded in the server database. Upon synchronization with a Field Service server. It also allows the selection of field service engineers based on territories. and experience. Siebel Field Service supports parts comparison and replacement information. facilitating warehouse operations. The Dispatch Board screen shows all unplanned activities and a list of the selected field service engineers and their schedules. schedule. Siebel Field Service enables the field engineer to graphically navigate through the base configuration of any complex product. and warranty and manufacturing data. and the Internet. 1 Service Parts Information Siebel Field Service provides full information about parts availability. skills. Dragging unplanned activities onto the schedules of field service engineers automatically assigns and schedules these activities. Siebel Field Service introduces uncommitted transactions for inventory transfers in the field. and assign field service engineers to service activities. so that field service operations can quickly identify alternative parts. and to review the customer’s on-site configuration.Field Service Overview About Field Service Dispatch Board The Dispatch Board is a flexible and intuitive graphic user interface that allows call center personnel and dispatchers to select. and later synchronize to send local changes to the Field Service server and to retrieve new information from this server. wireless networks.1 . 1 1-6 Siebel Field Service Guide Version 6. This allows for tracking of part movements without immediate access to records in the corporate computer. 1 Mobile Computing Support Field service engineers in the field access Siebel Field Service on their laptop computers. Barcode support allows for the use of scanner guns to read barcode numbers and labels. including important parts attributes such as installation instructions. operational constraints. Siebel applications support synchronization over LANs. WANs. dial-up connections.

Given the challenge of a highly distributed set of inventory locations. and technical notes on the products. product expertise.Field Service Overview About Field Service Field Engineer Information Siebel Field Service tracks a wide variety of information for field service engineers. for easy lookup. including trunk inventories. including parts. Vital information. may be linked to the service activities and parts data. allowing everyone in the service business to make accurate and informed decisions on parts shipments. necessary tools. 1 Version 6. Siebel Field Service defines the steps required to correct the problem. The Part Locator engine offers real-time access to inventory. expenses. required parts and skills. Siebel Service Inventory provides a powerful Part Locator screen to find parts during the RMA/order process or during a dispatch operation. and is accessible from anywhere in the company. and the appropriate sequence in which the steps must be performed. Each field engineer can define notification preferences so that the attempts to reach him or her always use the best possible means. location. Integrated calendaring and scheduling allows each field engineer to maintain a personal calendar. All of this information appears conveniently on one screen.1 Siebel Field Service Guide 1-7 . such as safety data. The Field Service Part Browser allows an FSE to investigate the availability of a product in all inventory locations within a field service business. 1 Service Inventory The Siebel Field Service Inventory manages service parts inventory. It also allows the capture of billing information related to an activity at a customer site. and business. Inventory is tracked in real time across all locations and businesses. schematics. 1 Field Engineer Activities When a service event is reported. as well as critical contact data such as cellular phone and paging information. such as skill sets. and labor charges.

These readings can be from gauges. PM provides the ability to create automatically pre-defined PM service requests and related activities based on usage or frequency. Usage readings can be used for billing on a fee-per-use basis. Siebel Field Service provides for the collection and processing of asset measurements.1 . Service businesses often provide preventive maintenance services as part of their offerings. Certain equipment (for example. This data may be used to initiate service requests for repairs or preventive maintenance. closing the loop with each customer. RMAs and Orders are received within Siebel Shipping and Receiving. These events trigger the creation of a service request. 1 Shipping and Receiving Shipping and Receiving are integrated with Siebel Service Inventory. Those services are sometimes included in warranty agreements. To facilitate preventive maintenance. Readings taken either manually or automatically from equipment in the field are recorded in Field Service. Internal orders to transfer stock among inventory locations are also managed within Siebel Shipping and Receiving. and track customer orders to shipment. counters. PM is often a critical revenue and costcontainment factor for a service business. a meter reading passes a threshold or a fixed time period has elapsed. photocopiers or printers) requires regular maintenance to be kept in good condition. 1 1-8 Siebel Field Service Guide Version 6. for example. Monitoring systems can automatically request maintenance when certain conditions are met. or meters attached to products.Field Service Overview About Field Service Preventive Maintenance and Asset Measurements Siebel Field Service enables customers to generate preventive maintenance (PM) management services automatically. or can be sold to the customer and made part of the service contract.

Field Service Overview About Field Service Field Service Analysis Siebel Field Service Activity Analysis provides managers a tool to analyze a large volume of field service-related activity records. in charge of running components such as EIM. an internal inventory site. The Logistics Manager and Preventive Maintenance provide these automated functions for Siebel Field Service: s 1 Order Fulfillment engine. or an internal manufacturing facility. Part Locator engine. Cycle Counting Engine. and so on. Now the user can manually allocate these parts and generate the pick tickets. returns the located parts (products or substitute products) to the user. Generates service requests for the maintenance of assets. Replenishment Engine. Fulfillment Engine. The results of the analysis are displayed on charts.1 Siebel Field Service Guide 1-9 . there can be multiple components running at the same time and each component can run a specified number of tasks at a given time. based on pre-defined triggers. Version 6. Replenishment engine. and generates pick tickets. Activity records are transferred from the Siebel on-line transaction database to a data repository in the Siebel Marketing DataMart. Analyzes orders. These components are designed as task-based. Siebel Server operates components as processes or threads based on the system preferences specified for each component. Assignment Manager. Preventive Maintenance engine. locates parts for each line item. Analyzes orders. allocates parts. 1 Field Service Application Design Siebel Field Service operates as a single Windows NT service. Selects source and target inventories when restocking is s s needed and generates the orders required to obtain materials from an external provider. returns the located parts (products or substitute products) to the user. locates parts for each line item. Thus. s s Cycle Counting engine. Generates cycle counting orders (parts lists). multi-threaded servers.

along with the database connection that they use. For each request. the server component must be stopped and restarted again. As requests arrive.1 . an object is removed from the queue if there is a free object in the queue. otherwise. a new object is created and added to the queue. it returns the object to the queue. the caching mechanism looks for the maximum number of tasks. a new thread is started and each thread uses the object from the queue. then the object is deleted. the queue size is kept equal to the minimum number of tasks parameter by creating that many engine objects. 1-10 Siebel Field Service Guide Version 6. otherwise. it returns the object back to the queue. When it is done with the object. when the queue is created. If the number of free elements is less than or equal to the maximum number of tasks. the engines. Initially. This mechanism caches the multiple engine objects and stores them in a queue. can be cached. While freeing the object.Field Service Overview About Field Service Caching To improve performance of Siebel Field Service. For changes to the caching parameters to take effect.

Field Service Overview Screens and Views in Field Service Screens and Views in Field Service The Field Service user interface provides task-specific screens and views. Optional modules specific to Field Service can be purchased to provide enhanced functionality for business processes. Example of an End-User Screen Many Siebel eBusiness Applications modules can be purchased and used with Field Service. some for end users and some for administrators. An example of an end-user screen is shown in Figure 1-2. 1 Figure 1-2.1 Siebel Field Service Guide 1-11 . Version 6.

1-12 Siebel Field Service Guide Version 6. The sample database includes data for all optional modules. If your installation does not include these modules. your software interface will differ from that described in some sections of this guide.Field Service Overview Screens and Views in Field Service For information on the optional modules that can be used with Field Service. contact your Siebel sales representative. The exact configuration of Field Service screens and views depends on your company’s configuration of the application. see Siebel Basics and Online Help. For introductory information on the user interface. The product is designed primarily to support field service businesses. NOTE: This guide documents Field Service with all optional modules installed.1 .

Version 6.1 Siebel Field Service Guide 1-13 . View bar Menu bar Barcode toolbar Tab bar List applet Form applet Figure 1-3. This illustration shows a list-form view.Field Service Overview Screens and Views in Field Service Figure 1-3 shows an example of a Field Service screen and points out its main elements. Field Service Screen Layout NOTE: Most administrative tasks are performed from administration views that must be accessed from the Screens menu. but the view format (the combination of applet types) varies from view to view. These views cannot be accessed from shortcuts on the tab bar.

Verify the person placing a service call. Record the assets. “Service Agreements.” in this guide. “Service Support. and contacts associated with an account. Define and identify service contracts. Record the billing details for service activities associated with entitlements.1 . Online Help 1-14 Siebel Field Service Guide Version 6.Field Service Overview Screens and Views in Field Service Table 1-1 lists the most frequently used Field Service screens and the functions of the views in those screens. Table 1-1. Screen Accounts Field Service Screens (Sheet 1 of 13) Location of Information About This Screen Chapter 2. products. Online Help Functions of the Views in This Screen s Verify an account for the business placing a service call. Only the Siebel administrator sees all of the screens listed here. The screens listed here are those appearing on the tab bar.” in this guide. s s s s s Chapter 4. Verify the coverage and entitlements for service.

manually or automatically. View the skills needed to complete successfully an activity. Record the transfers of products and assets in the field. “Service Inventory.” in this guide. “Invoices.Field Service Overview Screens and Views in Field Service Table 1-1. Record movement of parts in the field. Record expenses related to an activity. s s s s s s s s s s Chapter 13. Online Help Version 6.” in this guide. Screen Activities Field Service Screens (Sheet 2 of 13) Location of Information About This Screen Chapter 3. Online Help Functions of the Views in This Screen s Add activities or modify existing activities. View the recommended procedure. invoices for any activities that are marked as billable. “Field Service Activities. and the FSE’s trunk inventory.” in this guide. account. for example. Record information about the service request. Record the transfer of parts in the field among the client. Chapter 13. and contact associated with an activity. Record instructions for carrying out an activity. Show the materials that an FSE must have to complete an activity.” in this guide. a service order. Online Help s s s Chapter 7. change the status of an activity. Display key characteristics of an asset that may be recorded and tracked.1 Siebel Field Service Guide 1-15 . between two trunks or between a trunk and a customer site. Display invoices created for an activity and generate. Set the Billable flag to include the price of this part in an invoice. “Invoices. Record the hours spent on each field service activity procedures for carrying out an activity. Automatically create invoices based on the information provided for an activity.

Initiate preventive maintenance actions for specific agreements and view the related PM plans for each entitlement. Online Help Functions of the Views in This Screen s s s Define and identify service contracts.Field Service Overview Screens and Views in Field Service Table 1-1. for example.” in this guide. Associate activity plans with agreements and view the activities that belong to these plans. Online Help 1-16 Siebel Field Service Guide Version 6. Screen Agreements Field Service Screens (Sheet 3 of 13) Location of Information About This Screen Chapter 4. subcontractor agreements and work orders. Associate activities with agreements. Create entitlements and associate them with specific agreements.1 . Associate files with agreements. Run the Preventive Maintenance engine interactively for selected agreements. and shipping contacts with an agreement. billing. s s s s s s s s s Chapter 12.” in this guide. Automatically generate documents required to implement a service agreement. Create and view the invoices that are associated with agreements. Learn how payment is made on a service agreement. “Service Agreements. Associate legal. Record and view a description of each product covered by a selected service agreement. “Preventive Maintenance.

including responsibilities and positions. Associates employees with responsibilities and sets access to Siebel screens and views. Record assets that are subcomponents of specific assets. based on its history. “Service Support.” in this guide.” in this guide Functions of the Views in This Screen s Application Administration Records data for service employees. View all of the defective tags recorded for an asset. Defines standard work schedules. s s s Assets s s s Chapter 5. Screen Field Service Screens (Sheet 4 of 13) Location of Information About This Screen Chapter 2. Online Help s s s s s s s s s Version 6. Define and view assets. “Assets. View the current value of an asset. Record preventive maintenance plans associated with assets. and view transactions associated with an asset. Record backup assets and other assets that depend on the operation of any primary asset. Record defects for specific assets. creating a hierarchy of assets.1 Siebel Field Service Guide 1-17 .Field Service Overview Screens and Views in Field Service Table 1-1. View preventive maintenance actions associated with assets. Create asset transactions manually. Record data from measurements of an asset. Record activities that are associated with an asset. Defines the parameters for evaluating field service activities. Define the types of data collected from assets.

“Preventive Maintenance. Cycle Counting s Chapter 9. s s Chapter 6. Online Help s 1-18 Siebel Field Service Guide Version 6. “Service Support. Run the Preventive Maintenance engine interactively for selected assets. View explicit and implicit entitlements associated with a contact. “Repairs. “Field Service Activities.” in this guide. Screen Assets (continued) Field Service Screens (Sheet 5 of 13) Location of Information About This Screen Chapter 11.1 . “Logistics Management. Define cycle counts for inventory locations.” in this guide.Field Service Overview Screens and Views in Field Service Table 1-1.” in this guide Call Center Administration Contacts Chapter 3. Sets up the rules and policies for automatic assignment of field service staff. Online Help Define and identify service contracts.” in this guide. View the product buckets to count and record the count results. “Service Agreements. Online Help Functions of the Views in This Screen s View all of the defective tags recorded for an asset. Generate inventory transactions to adjust the difference. Select field service engineers to carry out activities and schedule these activities. Assignment Administration Associates employees with assignment rules. s s View the warranties associated with selected assets. “Warranties. “Service Support. View the differences between the inventory in the Field Service database and the actual counts of products. Record solutions to service requests and associated service requests and product defects.” in this guide. Online Help Chapter 12.” in this guide Chapter 4. Online Help Chapter 2. Select field service engineers that are best qualified to carry out an activity. Associate assets with preventive maintenance plans.” in this guide. Online Help s s Dispatch Board s Chapter 2.” in this guide.

“Field Service Analysis. Online Help. including the vendor that supplies a product and the allocation rules that apply to the product. activity type.” in this guide Version 6.Field Service Overview Screens and Views in Field Service Table 1-1. Show the average time devoted to each activity.” in this guide.” in this guide Chapter 5. Online Help Marketing Administration Define the fields on the Product Field Service Details view. Show workload as a function of calendar period. Associate preventive maintenance plans with entitlements. “Field Service Activities. Chapter 3. Online Help Functions of the Views in This Screen s Entitlements Associate accounts with specific entitlements. s s s Inventory Transactions List all inventory transactions created automatically (in other screens and views). Show all activities broken down in five ways: by activity category. Associate contacts at an account with a specific entitlement. or field engineer. Show any changes in time required for each activity. Record performance data for an entitlement.1 Siebel Field Service Guide 1-19 . Screen Field Service Screens (Sheet 6 of 13) Location of Information About This Screen Chapter 4. territory. product line.” in this guide. Transactions can be created manually in this view. “Service Inventory. s s s s s Field Service Analysis s Chapter 14. Show the asset and serial numbers if the product associated with a selected transaction is serialized. Define measurements that may be obtained from specific assets. “Service Agreements. Chapter 7. Record the billing details for service activities associated with entitlements. Associate assets and products with entitlements. “Assets.” in this guide.

Online Help 1-20 Siebel Field Service Guide Version 6. shipping instructions and billing instructions. Record the information used in locating and allocating products. “Service Inventory.” in this guide Chapter 9. Chapter 6. Screen Field Service Screens (Sheet 7 of 13) Location of Information About This Screen Chapter 7.” in this guide. View the warranties associated with a product. “Field Service Activities. Online Help Functions of the Views in This Screen Obtain the information used in locating and allocating products for use in field service activities. View repairs (defective tags) associated with a line item in an RMA or service order. Marketing Administration (continued) Orders s Associate warranties with assets in an order. Online Help s s s s s s s Part Browser Investigate the availability of a product in all inventory locations within a field service business. and so on) and the cycle counting class A/X. Define all products required to fulfill an order.1 . Chapter 3. Define activities associated with an order line item. “Service Inventory. and service orders. track warranty claims. Record all orders related to service and inventory replenishment: internal. “Logistics Management./Y or C/Z for a product.” in this guide. Truck. View a summary of an order. “Warranties. Find in inventory the product to fulfill an order. These activities must be completed to fulfill the order.” in this guide. and record details of expected credit recovery. Online Help Chapter 7. Online Help Chapter 7. including inventory types (Warehouse. B. RMAs. “Service Inventory.” in this guide.Field Service Overview Screens and Views in Field Service Table 1-1. purchase.” in this guide.

Describe the products in a selected cost list.” in this guide. Describe the indirect costs of services. Associate specific products with a PM plan and associate specific valid assets with the products. Cost List. View warranties and their terms for all products and service providers. Set the time or event that activates a PM plan. and Cost Method for each asset. Online Help Functions of the Views in This Screen s Preventive Maintenance Associate preventive maintenance plans with assets. Chapter 13. depending on the Condition.” in this guide. Online Help Version 6. Screen Field Service Screens (Sheet 8 of 13) Location of Information About This Screen Chapter 12. “Invoices.1 Siebel Field Service Guide 1-21 . s s s s Pricing Administration Record the factors that are used to calculate the Asset Values and the Replacement Costs on the asset Valuation screen.” in this guide. “Warranties. Value Basis. Record the factors used to adjust the cost of assets. “Assets.Field Service Overview Screens and Views in Field Service Table 1-1. s s Chapter 5. Online Help Chapter 6. “Field Service Activities. Online Help s s Products Obtain information about replacing a defective part and about possible substitute parts. “Preventive Maintenance.” in this guide Define the costs for a service business. Chapter 3. Associate service request templates and service activities with specific PM plans. View preventive maintenance actions for selected assets.” in this guide.

1 . Record the information that is necessary to identify a repair. pending and processed. View all line items. View received items that arrive with incomplete documentation. Online Help Functions of the Views in This Screen s s View all orders not yet received.” in this guide. Record items that are received without an associated order. Record items that are received on all types of RMAs. s s s s s s s Repairs s Chapter 11. “Repairs.Field Service Overview Screens and Views in Field Service Table 1-1. Record the waybills that accompany received shipments. Record products repaired and received from a third-party vendor. Associate an activities plan and its activities with a defective tag record. Online Help 1-22 Siebel Field Service Guide Version 6. Record received items that are transfers between inventory locations within a service business.” in this guide. Assign a defective tag. Online Help s s View warranty information for an asset. Record items that are received on purchase orders. Chapter 6. Screen Receiving Field Service Screens (Sheet 9 of 13) Location of Information About This Screen Chapter 10.” in this guide. Associate individual activities with a defective tag record. “Shipping and Receiving. for orders. “Warranties.

Define the inventory bucket categories that are available in the Buckets applet. Create templates for preventive maintenance service requests. Create warranties and their terms for all products and service providers under the care of a service business. Online Help s s s s Chapter 9.” in this guide. Online Help s s Version 6. Record transactions that occurred in the field. “Warranties. s s s Chapter 7. “Preventive Maintenance. Define the transaction types that are available in the Type field of the Inventory Location applets. “Logistics Management.” in this guide. Define the types of inventory locations that are available in the Type field of the Inventory Locations applets.1 Siebel Field Service Guide 1-23 .” in this guide. and fields. Screen Field Service Screens (Sheet 10 of 13) Location of Information About This Screen Chapter 6. but are not yet recorded in the server database. Online Help s s s Chapter 6. Specify the products covered by a warranty. applets.” in this guide Functions of the Views in This Screen s Service Administration Create warranties and their terms for all products and service providers under the care of a service business. Set the destinations for barcode data in specific views. Associate activity templates with preventive maintenance service request templates. “Service Inventory. Record the service providers for a warranty. “Warranties. Record the service providers for a warranty. Online Help Chapter 12.” in this guide. Specify the products covered by a warranty.Field Service Overview Screens and Views in Field Service Table 1-1.

Set the roles of personnel associated with selected inventory locations. Automatically produce orders to replenish the product in inventory. “Service Inventory. to replenish products in inventory. List pending orders to replenish an inventory location. Show the parameters of cycle counting at a selected inventory location. Enter specifications that the Cycle Counting engine uses to automatically generate cycle count parts lists. Associate inventory locations with products and buckets (availability and status of products). Produce orders.Field Service Overview Screens and Views in Field Service Table 1-1. View pending orders to replenish a location.1 .” in this guide. Set up the physical hierarchy of inventory locations or relationships used in inventory replenishment or order fulfillment.” in this guide. “Logistics Management. using the Replenishment engine. Online Help 1-24 Siebel Field Service Guide Version 6. Record vendors who may supply products for a selected inventory location. Online Help Functions of the Views in This Screen Set up inventory locations. Screen Service Inventory Field Service Screens (Sheet 11 of 13) Location of Information About This Screen Chapter 7. Chapter 9.

Identify the warranties that are associated with a service request on a selected date. and Search. Online Help Functions of the Views in This Screen s s Service Requests Create and track service requests. Record and display solutions to repetitive service activities. “Warranties. Automatically create invoices based on the information provided for a service request. Add activities to a service request and assign field service engineers to each activity. the symptom reported for the asset. “Invoices.Field Service Overview Screens and Views in Field Service Table 1-1. Encyclopedia.1 Siebel Field Service Guide 1-25 . Obtain answers to frequently asked questions (FAQs). Describe the defects in the components requiring service. Check for warranties covering an asset. and information from related service requests.” in this guide. and search for information. Screen Field Service Screens (Sheet 12 of 13) Location of Information About This Screen Chapter 2. Online Help Chapter 13. “Service Support.” in this guide. View the valid hours of coverage for a service request. plus search functions: Related SRs. View orders related to service requests. Online Help s s Version 6. Choose a template to define the activities that can resolve a service request.” in this guide. View the invoices against this service request and automatically generate invoices for billable orders and activities.” in this guide. “Field Service Activities. based on a selected entitlement. Obtain benchmarks of performance for a service request. and its resolution. s s s s s s s s s Chapter 3. Online Help Chapter 6.

skills. and instructions. parts and tools. Screen Shipping Field Service Screens (Sheet 13 of 13) Location of Information About This Screen Chapter 10. Associate waybills with pick tickets. Chapter 2. Online Help Functions of the Views in This Screen Record pick tickets to process orders for shipment. Describe additional conditions for activity templates. For repair orders only. “Service Support. Record the recommended steps in a service activity. steps. Siebel Assistant Administration s Sets up activity templates with associated details. record the shipment of allocated line items on a pick ticket and generate inventory transactions. “Shipping and Receiving. Online Help 1-26 Siebel Field Service Guide Version 6.Field Service Overview Screens and Views in Field Service Table 1-1. Record the skills required to complete a service activity. Set up activity templates. associate a defective material tag with a shipment to track it throughout the repair cycle. Record instructions for a service activity.1 .” in this guide Chapter 3.” in this guide. Describe additional conditions for service activities.” in this guide s s s s s s s Solutions Record solutions to repetitive service activities. Combine line items for existing pick tickets into a single pick ticket. “Field Service Activities. Chapter 3. List the parts and tools required to complete a service activity. For repairs. “Field Service Activities. Record the shipment of allocated line items on a pick ticket and generate inventory transactions.” in this guide.

Screens Menu and Service Administration Submenus The Siebel database server installation script creates a Siebel administrator account that can be used to perform the tasks described in this guide. 1 Figure 1-4. Version 6. it also shows the list of views that can be accessed from the Service Administration submenus. As an example. For information on this.1 Siebel Field Service Guide 1-27 .Field Service Overview Logging On as the Siebel Administrator Logging On as the Siebel Administrator Figure 1-4 shows the list of screens available to administrators from the Screens menu. see the Siebel Server Installation Guide and the Siebel Server Administration Guide.

In addition to populating these tables. and specify settings for products that will be tracked in inventory. These include currencies.1 . start the application.Field Service Overview Administrative Tasks To log on to your Field Service database as the Siebel administrator. specify product features. 1-28 Siebel Field Service Guide Version 6. and Rate List Administration Guide. organizations. Instructions for performing these tasks are provided in this guide and in other guides in the Siebel eBusiness Applications documentation set. Field Service provides two tables for product information: an internal product table and an external product table for competitive products. service territories. and log on using the user name and password assigned by your database administrator. These tasks are described in the Siebel Applications Administration Guide. you must define a product categorization hierarchy. You can also define price lists and associate them with products. If you have not yet installed the application. and so on. s Product management and administration. You must define and structure a number of elements that are used throughout the application. the Siebel administrator connects to the server database. Generally. Costing. Administrative Tasks This section describes the types of administrative tasks required for Field Service. divisions and positions in your organization. see the guides for those products. These tasks are described in the Siebel Marketing Administration Guide and the Siebel Pricing. see the Siebel Server Installation Guide or the Siebel Upgrade Guide. users and their responsibilities. NOTE: This guide assumes that you have successfully installed Field Service. exchange rates. If you plan to use Siebel Remote. 1 The following administrative tasks are required: s Implementation and application administration. For instructions on administrative tasks related to Field Service. you must complete additional implementation tasks described in the Siebel Remote and Replication Manager Administration Guide.

These include accounts. “Logistics Management” in this guide. Service and preventive maintenance plans are based on contracts and entitlements that customers purchase. Service and preventive maintenance plans use activity and service request templates to define efficient service calls. “Service Agreements. These tasks are described in the Siebel Assistant Administration Guide.1 Siebel Field Service Guide 1-29 . Instructions for using Siebel Assignment Manager can be found in the Siebel Assignment Manager Administration Guide. s Inventory. “Service Inventory” and Chapter 9. Siebel Assignment Manager allows you to automatically assign the appropriate people to specific tasks. These tasks are described in Using Siebel Applications. All the various elements of marketing information must be defined and set up for your implementation. s Assignment administration. s Agreements and Entitlements. Field Service includes the process of setting up a logical inventory structure and a maintaining a physical inventory. These tasks are described in Chapter 7.Field Service Overview Administrative Tasks s Marketing administration. Setting up service agreements and entitlements is described in the Using Siebel Applications and Chapter 4. and so on. contacts. s Templates. Version 6. vendors.” in this guide.

1 .Field Service Overview Administrative Tasks 1-30 Siebel Field Service Guide Version 6.

. 2-27 Service Agreements and Entitlements Views . . . . . . . . . . . . . . . . . 2-32 Service Requests Views . . . . . . . . . . . . . . . . . . . .2-36 Activities View .Service Support 2 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40 Metrics View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 Using Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-25 Accounts Across Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-36 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-21 Setting Up Service Support . . . . . . . . . 2-6 Application Overview . . . . . . . . . . . . .2-22 Accounts Screen . . . . . . . . . . . . . . . . . . . . . . 2-42 Version 6. . . . . . . . . . . . . . . . . . . . . . 2-26 Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-33 Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-30 Service Requests Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 Assigning Activities and Dispatching Field Service Engineers . . . . . . . . . . . . . . . 2-4 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-25 Accounts Views . . . . . . . . . . . . . . . . . . 2-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-21 Carrying Out Service Support . . . . . . . . . . . . . . . . . 2-7 Activity Templates and Plans . . . . . 2-28 Service Profile View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 2-1 . . . . . 2-9 Screens and Views for Service Support . . . . . . . . . . . . . . . . 2-41 Product Defects View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-38 Invoices View . . . . . . . . . . . . . . . .

. . . . . . . . . . 2-47 Dispatch Board View . . . . . . . 2-64 2-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-57 Service Request Reports . . .1 . . . . . . . . . . . . . . 2-63 Using Dispatch Board Queries . . . . . . . . . 2-44 Service Calendar View . . . . . . . . . . . . . . . . . . . . . . . . 2-62 Setting Up Dispatchers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-60 Setting Up Service Accounts and Service Requests . . . . . . 2-46 Dispatch Board Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-45 Solution Search View . . . . . . . . . 2-63 Dispatch Board Schedules . . . . 2-60 Setting Up Territories and Schedules . . . . . . . . . . . . . . . . . . .Service Support Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-56 Service Request Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-59 Setup and Configuration . . . . . . . . . 2-48 Employee Query View . . . . . . . . . . . . . . . . . . . . . . . . . . .

Version 6. FSE activities fall into these major categories: s s s Break/Fix Installation Preventive maintenance s Repair activities in the repair depot. including steps to carry out these activities. correspondence. carry out the service in the most efficient way. and report on its execution. instructions. recommended parts and tools. You can create field activities manually either as stand-alone activities or activities attached to a service request. then dispatches and manages the activities of field service engineers. and contain the information they need to assess the requirements of a service call. field part movements to transfer inventory to the field engineer and customer. Detailed information is provided for field service activities.Service Support About This Chapter About This Chapter This chapter describes how Siebel Field Service processes incoming service requests. call.1 Siebel Field Service Guide 2-3 . required skills. The activities provide all relevant information to carry out these tasks. and so on). for repair and return calls. Field engineer activities that can be dispatched to field engineers. The new Dispatch Board feature provides for assigning field service engineers and scheduling field service activities in one easy step. a log of expenses. using an intuitive graphic user interface. Field Service is designed so that field service engineers can work from activities. You can also use an activity plan template to automatically generate a set of activities and attach these activities to a service request. These are the common types of activities: s s 2 Service activities (research. Activities are displayed on the engineers’ calendars. and a record of time.

In response. Create a service request. Locate the required parts in inventory. or place an order for the parts. Generate required field service activities. Verify the service agreement and entitlements for the account. Check the status of field engineer activities on customer callback. and tools. skills.1 . Assign the activities to a field service engineer with the appropriate location. service center personnel use Siebel Field Service to carry our these components: s s s s s 2 Verify the contact and the account with the customer’s company. Field Service provides the Dispatch Board and the Assignment Manager to assure the efficient selection and scheduling of the best-qualified field service engineers. Determine the need for replacement parts in the field. s s s s 2-4 Siebel Field Service Guide Version 6. Check orders linked to field service activities.Service Support Business Scenario Business Scenario A service center receives a customer request for service.

1 Siebel Field Service Guide 2-5 .Service Support Business Scenario The business scenario for setting up a service call is illustrated in Figure 2-1. Service Scenario of Call Center and Field Engineering Operations Version 6. Receive Service Call Entitlement Generate Field Engineer Activities Generate Service Request Assign Activity and Schedule Perform Activity Figure 2-1.

Organization Service agreement A attribute that limits the visibility of data to part of the company. A service request tracks all customer input and field service responses. Activity plan Activity template Commit time Entitlement Entitlement metric Field service activity Field service engineer An employee trained to respond to a customer’s request for on(FSE) site service and repairs. for example. and products. A pre-determined collection of activities used to populate an activity plan. repairing an asset. The values that characterize a level of service. including the response time and the service level that customers can expect. for example.1 . An activity plan consists of an activity template plus the start date and time for the activities. A record in Siebel Field Service that maintains information about activities performed by field service engineers or repair technicians. response time. A collection of activities which.Service Support Concepts and Terms Concepts and Terms Account 2 A customer/company that has any business relationship with a field service company. A document that defines the level of support for specific accounts. with Field Service customizations that specifically meet the requirements of engineers reporting complex. contacts. including work done in response to a service request. A record of a customer’s request for information about or assistance with products or services. These activities solve a service objective. Service request 2-6 Siebel Field Service Guide Version 6. The data and time required to meet the response time requirements of an entitlement. A service agreement may have several entitlements. assignment and scheduling of field activities. This is an extension of Siebel Activity. standardized service activities. and tracking of tools and parts. or that has products which may require service. meet a specific objective. Service agreements specify the terms and conditions of service provided to customers. when carried out in the correct sequence.

) The engineer can then synchronize a mobile PC to obtain details about the activity.1 Siebel Field Service Guide 2-7 . By selecting the suitable assignment method (batch or best fit.” Version 6. a service request can link repair activities with field engineer activities. for example). see “Screens and Views for Service Support” on page 2-21. a page or an email. “Repairs. for example. The Assignment Manager provides a ranked list of personnel who are best qualified to carry out specific service activities. you can notify the field engineer using the Workflow Manager to send. you can simplify the task and fully automate the process (see the Siebel Assignment Manager Administration Guide). s After the activity has been assigned. see Chapter 11. 2 Assigning Activities and Dispatching Field Service Engineers Field Service provides two tools for assigning activities to the best-qualified FSEs and for scheduling these activities: s 2 The Dispatch Board allows you to select field service staff on the basis of territory and skills. For details on individual screens. See the Siebel Workflow Manager Guide for more details on using the Workflow Manager. For more information about repair activities.Service Support Application Overview Application Overview This section includes detailed procedures for using the screens and features provided for service support. then assign and schedule specific activities for these engineers on a convenient service calendar. NOTE: When a field service activity involves shipping a part to the repair center.

This check box is in Activities © Field Service Details. that are used to create a set of activities that are exact copies of the template activities.Service Support Application Overview Activity Templates and Plans Activity templates are a collection of pre-defined activities. 2 Fields Copied from Activity Templates The following fields are copied from activity templates to activities: s s s s s Activity type Priority Assigned to (default name) Duration Required.1 . only the activity templates for that type of activity are visible in the picklist for the Templates field. The activity templates are attached to service requests and repair records. see “Activities Screen” on page 3-16. Details are copied from the template to the following views on the Activities screen: s s s s Steps view Instructions view Recommended Parts and Tools view Skills view For more information about views on the Activities screen. In the Activity Plans applets on the Service Requests. Accounts. and Repairs screens. 2-8 Siebel Field Service Guide Version 6. Once a template is selected. all the activities and the child records of that activity (using deep copy) are instantiated. defined by experts.

with a list of entitlements for the selected agreement. 3 Click the account name to go to the Contacts view (see “Contacts View” on page 2-27).1 Siebel Field Service Guide 2-9 . For procedures to set up service requests. The Entitlements view appears. Version 6. 3 The account information appears in the list and form applets. 2 In the Accounts applet.Service Support Application Overview Using Service Requests Use these procedures to carry out service requests. 2 In the Agreements view. see “Setting Up Territories and Schedules” on page 2-62. “Setting Up Dispatchers” on page 2-63. query the account by name (Account field). 2 In the Accounts applet. query the account by name (Account field). 3 Click the name of this agreement. and “Dispatch Board Schedules” on page 2-63. To verify the contact placing a service call 1 Choose Accounts © All Accounts (see “Accounts Views” on page 2-26). The list of authorized contacts appears in the Contacts applet. Note the start and end dates for the entitlements. To check the service agreements and entitlements for an account 1 Choose Accounts © Agreements (see “Service Agreements and Entitlements Views” on page 2-28). The list of agreements appears in the Agreements applet. 2 To verify an account 1 Choose Accounts © All Accounts (see “Accounts Views” on page 2-26). query the account by name (Account field).

The Pick Entitlement dialog box appears. 4 Select an existing entitlement from the entitlements related to the service request. 4 Choose a template from the Template column. and then click Pick. To check the entitlements for a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). 2 Create a new record. 3 Complete the fields in either Service Requests applet. create a new record. For more information on how to set up and configure activity plans. if no entitlements appear. the selected service request is not entitled to receive service. 2 Query the service request. 2 Select an existing service request. Only entitlements that match the criteria appear.Service Support Application Overview To create a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). To add activity plans to a service request 1 Choose Service Requests © Activity Plans (see “Activity Plans View” on page 2-36). 2-10 Siebel Field Service Guide Version 6. 3 Click the Verify button. see Table 2-1 on page 2-21.1 . Therefore. 3 In the Activity Plans applet.

4 In the Activities applet. To create activities on the Dispatch Board 1 Choose Dispatch Board © Dispatch Board (see “Dispatch Board View” on page 2-48). select a record. 2 In the Service Requests applet. 2 Complete one of the following: s In the Unplanned Activities applet. s 3 In the Field Engineer Activity applet. 5 Complete the other fields.Service Support Application Overview To add activities to a service request 1 Choose Service Requests © Activities (see “Activities View” on page 2-36).1 Siebel Field Service Guide 2-11 . 5 Enter or update the activity information. then right-click and choose Add Child from the menu. complete the Description field and all required fields. right-click anywhere. 3 Choose Service Requests © Activities (see“Activities View” on page 2-36). reduce the tree to the top-level folder (”Pending Field Engineer Activities”). query the service request. then choose New Record from the menu. 3 In the Activities applet. 4 Fill in the Description column. 2 Select a service request. or In the Field Engineer Activity applet. create a new record. To update activities for a service request 1 Choose Service Request © All Service Requests (see “Service Requests Views” on page 2-33). as needed. Version 6.

see the Siebel Assignment Manager Administration Guide. Leave this field blank for no individual engineer.1 . 4 Click the Assigned To column and choose the name of an employee from the dialog box. select one individual FSE from the picklist for the Employee field. 2 In the Service Requests applet. choose the employee who will be the owner of this activity. 4 Click the Assign button in the Activities applet. query the service request. To add field service engineers to the Dispatch Board 1 Choose Dispatch Board © Dispatch Board (see “Dispatch Board View” on page 2-48). A dialog box appears with names of field service employees ranked in order of preference. 5 From the dialog box. 3 Select the activity in the Activities applet. To assign field service engineers automatically using the Assignment Manager 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). The suggested assignments are based on a variety of criteria including workload and skills. 2 In the Service Requests applet. 2 In the Planned Activities applet. NOTE: The Lock Assignment flag for the activity must be unchecked (see “Rules for Assigning Activities” on page 2-38).Service Support Application Overview To assign field service engineers to service activities manually 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). 2-12 Siebel Field Service Guide Version 6. query the service request. set up using the Assignment Manager. 3 Select an activity in the Activities applet. For instructions on configuring the Assignment Manager.

To select a subset of field service engineers based on a skill 1 Choose Dispatch Board © Employee Query (see “Employee Query View” on page 2-56). Leave this field blank to omit engineers from any specific territory. The Dispatch Board uses only your last choice. click Refresh. 5 Click Refresh. Only those engineers with the selected skill appear in the applet.1 Siebel Field Service Guide 2-13 . choose a specific skill. NOTE: Light gray boxes to the right of an engineer’s name indicate available hours in the schedule of that FSE. 4 In the Planned Activities applet. 2 In the Employee Query Skill list applet. Horizontal bars indicate activities already assigned and scheduled. select all engineers in a territory from the picklist for the Territory field. choose a class of skill. The names of the engineers appear in the Planned Activities calendar. 3 In the Employee Query Skill Item applet. 5 In the Planned Activities applet. Version 6. click Apply Skills. 4 Choose the Dispatch Board view (see “Dispatch Board View” on page 2-48). Dark gray boxes indicate hours that are not available for activities. The name of the engineer appears in the Planned Activities calendar. NOTE: You can choose only one skill at a time.Service Support Application Overview 3 Click Refresh. 6 To remove the constraint of the applied skill from this list of FSEs.

NOTE: To assign an activity. using the Dispatch Board s If dragging an activity to the Planned Activities applet results in this message: This activity can not be planned later than Due date try one of these solutions: s Use the left scroll bar at the bottom of the Planned Activities applet to go to earlier dates in the schedule. The activity appears as a horizontal bar. 3 Delete the contents of the Assigned To field.1 . Make sure that the Lock Assignment flag for the activity is unchecked (see “Rules for Assigning Activities” on page 2-38). 2 Drag an unscheduled activity from the Unplanned Activities applet to the schedule for an FSE. and duration displayed in the Field Engineer Activity applet. 2-14 Siebel Field Service Guide Version 6. it must have a type. 2 Select or query an activity.Service Support Application Overview To assign field service engineers and schedule activities using the Dispatch Board 1 Choose Dispatch Board © Dispatch Board (see “Dispatch Board View” on page 2-48). To assign an activity with an inappropriate date. 4 To remove an activity. drag it back to the Unplanned Activities applet. In the Field Engineer Activity applet. hours. change the date in the No Later Than Date field. Holding the cursor over this bar displays a popup window containing a description of the activity. 4 Delete either the Planned Start or Planned Completion date. 3 Drag activities to other days. or schedules of FSEs. s To make sure that unassigned activities appear in the Dispatch Board 1 Choose Activities © All Activities (see “All Activities View” on page 3-17). as needed. description. This changes the date in the No Later Than field.

click Encyclopedia. The Solutions form applet shows details of each solution. related issues. showing useful information for resolving the service request. 2 Select a service request for which you need information. click Related SRs. This executes a search on the value in the Area field of the Service Request applet. To search the Encyclopedia for information about a service issue 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). Key search criteria values appear in the Product. Enter more search criteria in the other fields to narrow your search.Service Support Application Overview To search for related service requests 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). Version 6. 3 Choose the Solution Search view (see “Solution Search View” on page 2-46). 5 Choose Execute Query from the Query menu. and Sub-Area fields. 4 In the Service Request applet. The Solutions list applet shows a list of all the solutions that matched the search criteria. 4 In the Service Request applet. The All Decision Issues view appears.1 Siebel Field Service Guide 2-15 . 2 Select a service request for which you need information. 3 Choose the Solution Search view (see “Solution Search View” on page 2-46). Area. such as a script for discussing the issue with the customer. and literature.

2 Select a service request for which you need information. click Subset and then select the subset you want to search. search strings are not highlighted. Prev. NOTE: You can start Siebel’s text search from anywhere in Siebel Field Service by choosing Search from the Edit menu or by pressing CTRL-G. 6 To narrow the search. 2-16 Siebel Field Service Guide Version 6. 7 If you want to search all records. If the item is a document. 3 Choose the Solution Search view (see “Solution Search View” on page 2-46). double-click it. However. and Last buttons to go to the search strings. A list of items that contain the search string appears in the Results box. Use the First. Each occurrence of the search string is highlighted. If the item is a database record. click Launch. The Siebel Search Contents dialog box appears. it appears at the bottom of the Search Contents dialog box. For more information. 8 Click Search.1 . They appear in the order in which they are most likely to be useful to you. Next. your Siebel application locates and displays this information. 10 If you want to review the document in its original application. Reviewing the document in its original application allows you to see the original formatting. select it in the Results list. 4 In the Service Request applet click Search. 9 To preview any of the items in the list. The selected solution appears in the Solution applet. see the Siebel Search Guide. The records are ranked according to how many times the search string appears.Service Support Application Overview To perform full-text searching 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). 11 To add a solution to a service request. type the search string you want to find. and click Add. click All. 5 In the Query field.

3 Choose Service Requests © Product Defects. You see Activities © Attachments. 5 From the picklist. choose a new status. 2 Select a service request. 2 In the Service Requests applet. 5 Choose Activities © Recommended Parts & Tools (see “Recommended Parts and Tools View” on page 3-28). 2 In the Service Requests applet. add a new record. 5 In the Add Product Defects dialog box. 4 In the Activities applet. To check the status of materials ordered for an activity 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). choose a defect or click New to define a new defect. query the service request. click in the Status column. To log a defect for an item in a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). The Status field shows the status of parts ordered for this activity. Version 6. 4 In the Product Defects applet. 4 Click the activity type. 3 Select an activity in the Activities applet. An existing product defect is associated with a product. 3 Select an activity in the Activities applet. query the service request.Service Support Application Overview To update the status of field engineer activities 1 Choose Service Requests © Activities (see “Activities View” on page 2-36).1 Siebel Field Service Guide 2-17 .

Service Support Application Overview 6 To change the product associated with this defect. 5 Choose Activities © Skills (see “Skills View” on page 3-29). You see Activities © Attachments. query the service request. To check skills needed to perform an activity 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). 5 Choose Activities © Steps (see “Steps View” on page 3-30). 4 Click the activity type. query the service request. 7 In the Products dialog box. You see Activities © Attachments. query the service request. select a product or click New to add products from the Add Product dialog box. To check field part movements 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). click the Product field.1 . 2 In the Service Requests applet. 3 Select an activity in the Activities applet. To check the steps involved in an activity 1 Choose Service Requests © Activities (see “Activities View” on page 2-36). 2 In the Service Requests applet. This shows a list of steps required for this activity. 2-18 Siebel Field Service Guide Version 6. 4 Click the activity type. 3 Select an activity in the Field Engineer Activities applet. This shows a list of skills required for this activity and a list of the parts with their required level of technical skill. 3 Select an activity in the Activities applet. 2 In the Service Requests applet.

3 Choose Service Requests © Orders. Version 6. The Field Part Movements applet shows the parts involved in this activity. 3 Choose Service Requests © Invoices (see “Invoices View” on page 2-40). click the Symptom Codes field and choose a symptom from the Symptom Codes dialog box. 4 The RMAs/Service Orders applet shows the orders associated with this service request. 2 Select a service request. select a service request. To generate an invoice for a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). To record the symptom and resolution codes for a service request 1 Choose Service Requests © Field Service Details (see “Field Service Details View” on page 2-38).1 Siebel Field Service Guide 2-19 . Or click New in this dialog box to define a new symptom code. click the Resolution Code field and select a resolution code from the dialog box. 3 In the Field Service Details applet. 2 Select a service request. 5 Choose Activities © Field Part Movements (see “Field Part Movements View” on page 3-22). 4 In the Field Service Details applet. To review orders linked to service requests 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33).Service Support Application Overview 4 Click the activity type. You see Activities © Attachments. 2 In the Service Requests applet.

NOTE: The behavior of the status and sub-status fields is controlled by the use of the Siebel state model. See the Siebel Workflow Manager Guide for a detailed explanation of the state model. 7 In the Siebel Report Viewer window. 2-20 Siebel Field Service Guide Version 6. change its status to Closed. The status of a service request must be changed to Re-opened before changes can be made. You see Billings © Line Items. To view the performance measurements (metrics) for a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). click the Print button. 6 From the Reports menu. 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). NOTE: After you close a service request.1 . To close a service request When a service request is resolved. set Status to Closed. choose Customer Invoice.Service Support Application Overview 4 Click Auto Invoice to automatically generate an invoice. Service requests that are closed are frozen so that changes cannot be made to the service request. the record is available on a read-only basis. 2 In the Service Request form applet. The Sub-Status field automatically changes to Resolved and sets the closed date and time to the current date and time. You can change the status on any Service Request applet. 3 Choose Service Requests © Metrics. 5 Click the invoice number. 2 Select a service request.

) Records data for service employees. See: “To assign a schedule to an employee” on page 2-63 Associates employees with responsibilities and sets access to Siebel screens and views. including responsibilities and positions. and instructions. steps. See: “To assign employees to territories” on page 2-62 Sets up the rules and policies for automatic assignment of field service staff. 2 Setting Up Service Support Service support and call center activities are set up and configured on screens and views listed in Table 2-1.Service Support Screens and Views for Service Support Screens and Views for Service Support Table 2-1 and Table 2-2 on page 2-22 summarize the screen and views provided for setting up and implementing service support. parts and tools. “Setting Up Territories and Schedules” on page 2-62. See: “To add a user with the responsibility of a dispatcher” on page 2-63 Defines the parameters for evaluating field service activities. See: “To set up schedules” on page 2-62 Associates employees with assignment rules. For details and procedures. See: “To assign employees to territories” on page 2-62 Sets up activity templates with associated details. skills.1 Siebel Field Service Guide 2-21 . Screens Application Administration 2 Screens and Views for Setting Up Service Support Views Employees © Employees Role/Procedures (Click to see full procedure. “Setting Up Dispatchers” on page 2-63. see the Siebel Applications Administration Guide. Responsibilities Service Metrics Schedules © All Schedules Assignment Administration Assignment Employees Assignment Rules Siebel Assistant Administration Activity Templates Version 6. Defines standard work schedules. Table 2-1. and “Dispatch Board Schedules” on page 2-63.

Screen Accounts 2 Screens and Views for Using Service Support Views Accounts (Sheet 1 of 3) Role/Procedures (Click to see full procedure. See: “To verify an account” on page 2-9 “To verify the contact placing a service call” on page 2-9 Contacts Service Agreements and Entitlements Service Profile Verify the person placing a service call. and contacts associated with an account.) Verify an account for the business placing a service call. 2-22 Siebel Field Service Guide Version 6.1 . products. See: “To verify the contact placing a service call” on page 2-9 Verify the coverage and entitlements for service. See: “To check the service agreements and entitlements for an account” on page 2-9 Record the assets. Table 2-2.Service Support Screens and Views for Service Support Carrying Out Service Support Service support activities are carried out using the screens listed in Table 2-2. click the name of a screen or view to see more information.

based on a selected entitlement. Obtain answers to frequently asked questions (FAQs). View orders related to service requests. Obtain benchmarks of performance for a service request. and search for information. information from related service requests. and its resolution.) Create and track service requests. See: “To “To “To “To “To “To create a service request” on page 2-10 update activities for a service request” on page 2-11 close a service request” on page 2-20 search for related service requests” on page 2-15 search the Encyclopedia for information about a service issue” on page 2-15 perform full-text searching” on page 2-16 Activity Plans Activities Choose a template to define the activities that can resolve a service request. See: “To add activities to a service request” on page 2-11 “To update activities for a service request” on page 2-11 “To assign field service engineers to service activities manually” on page 2-12 “To assign field service engineers automatically using the Assignment Manager” on page 2-12 “To make sure that unassigned activities appear in the Dispatch Board” on page 2-14 “To update the status of field engineer activities” on page 2-17 “To check the status of materials ordered for an activity” on page 2-17 “To check the steps involved in an activity” on page 2-18 “To check skills needed to perform an activity” on page 2-18 “To check field part movements” on page 2-18 Field Service Details Invoices Metrics Product Defects Orders Service Calendar Solution Search Check for warranties covering an asset. See: “To add activity plans to a service request” on page 2-10 Add activities to a service request and assign field service engineers to each activity. View the valid hours of coverage for a service request.Service Support Screens and Views for Service Support Table 2-2. View the invoices against this service request and automatically generate invoices for billable orders and activities. the symptom reported for the asset. See: “To view the performance measurements (metrics) for a service request” on page 2-20 Describe the defects in the components requiring service.1 Siebel Field Service Guide 2-23 . Version 6. Screen Service Requests Screens and Views for Using Service Support Views Service Requests (Sheet 2 of 3) Role/Procedures (Click to see full procedure.

Service Support Screens and Views for Service Support Table 2-2. See: “To select a subset of field service engineers based on a skill” on page 2-13 2-24 Siebel Field Service Guide Version 6.1 . using the Dispatch Board” on page 2-14 “To add field service engineers to the Dispatch Board” on page 2-12 “To assign field service engineers and schedule activities using the Dispatch Board” on page 2-14 “To select a subset of field service engineers based on a skill” on page 2-13 Employee Query Select field service engineers that are best qualified to carry out an activity. See: “To create activities on the Dispatch Board” on page 2-11 “To assign an activity with an inappropriate date. Screen Dispatch Board Screens and Views for Using Service Support Views Dispatch Board (Sheet 3 of 3) Role/Procedures (Click to see full procedure.) Select field service engineers to carry out activities and schedule these activities.

The All Accounts across Organizations view shows the accounts for all businesses within a company. NOTE: The person owning a record can see this record in the My Accounts view if it 2 is in a different business. Version 6. this record does not appear in the All Accounts view. a customer service representative checks that the customer has a service agreement and the terms of that service. if this person is logged in to Siebel Field Service. 2 Accounts Across Organizations Organizations are a new feature in Siebel Field Service. A business is a category that limits the visibility of data within a company.Service Support Accounts Screen Accounts Screen Using the Accounts screen.1 Siebel Field Service Guide 2-25 . The customer service representative can automatically check entitlement coverage by clicking the Verify button on the Service Request screen (see “Service Requests Views” on page 2-33). However.

Table 2-3 on page 2-27 describes the fields in this view. All Accounts View 2-26 Siebel Field Service Guide Version 6.Service Support Accounts Screen Accounts Views The All Accounts view.1 . 2 Figure 2-2. provides Accounts form and list applets. The CSR uses these applets to verify an account for the business placing a service call. Figure 2-2.

Figure 2-3.Service Support Accounts Screen For information on using the Accounts applets. Version 6. to verify the person placing a service call.1 Siebel Field Service Guide 2-27 . 2 Figure 2-3. see “Contacts” in Using Siebel Applications. The Contacts Applet in the Contacts View For information on using the Contacts view. see “Accounts” in Using Siebel Applications. Table 2-3. chosen from a dialog box. Field Organization Organization Field in the Accounts List Applet Description The name of the business to which this account belongs. Contacts View The customer service representative uses this view.

With an account selected in the Accounts screen.Service Support Accounts Screen Service Agreements and Entitlements Views The CSR uses the Service Agreements and Entitlements views.1 . Figure 2-4 and Figure 2-5 on page 2-29. Service Agreements View 2-28 Siebel Field Service Guide Version 6. to verify coverage for the service. the CSR selects the Entitlements view to verify that the entitlements are valid. 2 Figure 2-4.

Entitlements View For information on using the Agreements and Entitlements views. and Entitlement Verification” in the Siebel Applications Administration Guide.1 Siebel Field Service Guide 2-29 .Service Support Accounts Screen Figure 2-5. see “Entitlement Verification” in Using Siebel Applications and “Agreements. Version 6. Also see “All Agreements View” on page 4-12 and “Entitlements View” on page 4-20. Entitlements.

Figure 2-6.1 . and contacts associated with an account. records the assets. products. Service Profile View For information about applets in this view. see “All Assets View” on page 5-16 and “Contacts View” on page 2-27. 2-30 Siebel Field Service Guide Version 6. 2 Figure 2-6.Service Support Accounts Screen Service Profile View The Service Profile view.

The vendor for this product. filled in automatically. filled in automatically. except for Product and Comments. Version 6. chosen from a dialog box. The version of the product. filled in automatically. These fields are read-only. filled in automatically. Field Product Product Type Version Description Vendor Vendor Site Competitor Comments Selected Fields in the Products Applet Description The name of a product. The category of product.1 Siebel Field Service Guide 2-31 . Table 2-4. A type-in field for comments.Service Support Accounts Screen Table 2-4 describes the fields in the Products applet. A check box indicating that this account is a competitor. filled in automatically. The address of the vendor. filled in automatically. A description of the product.

To set up businesses. see the discussion in the Siebel Applications Administration Guide. assignments). orders. in response to a service call. 2 2-32 Siebel Field Service Guide Version 6. However.1 . Organizations are a new feature in Siebel Field Service. uses the Service Requests screen to create a service request. parts movements. A business is a category that limits the visibility of data within a company. The person owning a record can see this record in the My Service Requests view even if it is in a different business. this record does not appear in the All Service Requests view. There is an exception.Service Support Service Requests Screen Service Requests Screen The CSR. All records are attached to the service request. The All Service Requests Across Organizations view shows the service requests for all businesses within a company. The service request tracks all activities connected with the call and records the service business’s entire response to the service call (all activities.

Service Requests Views Version 6. 2 Figure 2-7.Service Support Service Requests Screen Service Requests Views The Service Requests views.1 Siebel Field Service Guide 2-33 . provide Service Request form and list applets for creating or tracking service requests. Table 2-5 on page 2-34 describes the fields in these views. Figure 2-7.

This field is filled in when the serial number is chosen. A unique number assigned to this service request. Choosing this name fills in the other contact fields. The rate list used to bill hourly services.1 . The external products involved in the service request. If no entitlements appear. The price list used to bill these service activities. The name of the product associated with the asset number field. The last name of the account’s contact person. This button is used to choose an owner for a selected service request. A unique number assigned to an asset. ranked based on administrative criteria. A check box indicating that the activities associated with this service request are billable. Choose the employee who will be the best fit. Clicking on this number takes you to the Activities view. or it is chosen from a dialog box. The serial number of an asset that is associated with this service request. including the Contact Account field. chosen from a dialog box. The version of the asset. Assign SR Number Abstract Account Customer Ref Number Contact Last Name Serial Number Version Profile Asset Number Product Billable Flag Price List Rate List 2-34 Siebel Field Service Guide Version 6. chosen from a dialog box.Service Support Service Requests Screen Table 2-5. chosen from a dialog box. Clicking Assign produces a dialog box with a list of field service employees. A brief description of the service request. the selected service request is not entitled to receive service. Field/Button Verify Fields in Service Requests Applets Description (Sheet 1 of 2) This button produces a dialog box with the names of the entitlements to which this customer has subscribed. chosen from a dialog box. A type-in field for a reference supplied by the customer. The name of the account. chosen from a dialog box. chosen from a dialog box. displayed in a dialog box. Only entitlements that match the criteria are displayed.

Open. Note that hyperlinks from the Service Requests screen (for example. chosen from a picklist. chosen from a dialog box. A scale for prioritizing the importance of a service request. The service group that is responsible for this service request. Choosing an entitlement name automatically generates a value for this field. chosen from a dialog box. Critical.1 Siebel Field Service Guide 2-35 . or Low. for example. More information on the status of a service request.Service Support Service Requests Screen Table 2-5. chosen from a picklist. Medium. Very High. This choice is linked to the Commit Time field. and the date the service request was opened. Assigned or In Process. Field/Button Owner Group Severity Priority Fields in Service Requests Applets Description (Sheet 2 of 2) The person who is in charge of the service request. chosen from a picklist. for example. chosen from a dialog box. based on the response time in the Service Request Metrics applet. for example. for example. The name of the business to which this service request belongs. The required data and time to meet the response time requirements of an entitlement. High. chosen from a picklist. Closed. Status Sub-Status Entitlement Name Commit Time Organization Version 6. in the SR Number or Account field) display information on the linked screen even if it is not in the same business. The name of the entitlement that covers this service request. or Canceled. The degree of impact on the customer. the service calendar. chosen from a dialog box. Medium. or Low. The status of the service request. High.

This check box prevents inclusion of this activity on the service calendar. a field service manager can choose a template to define the activities to resolve a service request. Table 2-6. Figure 2-8. A set of activities for recurring tasks. Start Date/Time Template Suppress Calendar Activities View Using the Activities applet. 2 Figure 2-8. The default is the date and time that the record is created. Activities Applet in the Activities View 2-36 Siebel Field Service Guide Version 6. Field Activity Plans Applet in the Activity Plans View Fields in the Activity Plans Applet Description The date and time to begin the activities that resolve a service request. See the Dispatch Board (“Dispatch Board Screen” on page 2-47) for the preferred way to assign and schedule activities at the same time. a field service manager can add activities to a service request and assign field service engineers to each activity.1 . Figure 2-9.Service Support Service Requests Screen Activity Plans View Using the Activity Plans applet. 2 Figure 2-9. Table 2-6 describes the fields in this view. Table 2-7 on page 2-37 describes the fields in this view. chosen from a picklist.

The person creating this activity. For those activity records which are entered into the Calendar. The date and time the activity is completed. or Low. the alert is displayed on the user’s desktop screen at the date and time specified. A descriptive code for the resolution of this activity. chosen from a picklist. Activity Type Priority Status Activity Type Assigned To Description Due Alarm Duration Call Duration Completed Last Name Created by Resolution Code Billable Flag Cost NOTE: FSE activities are usually attached to a service request. chosen from a picklist. for example. For complex stand-alone activities. for example. A picklist for the current state of a service process. A check box indicating that this activity is internal to the service business and should not be visible to a customer over the Internet. Demonstration or Installation. A capsule description of the activity. The name of the field service engineer or other person responsible for this activity. The name of the customer contact for this service request. The name of an activity. The estimated length of the activity. but they can be standalone. The total time spent on a service call. A check box turning on a reminder for this activity. showing new records or changes to existing records. chosen from a dialog box. Not Started or In Progress. A picklist of priorities. for preventive maintenance. A type-in field. for example. for example. Version 6.1 Siebel Field Service Guide 2-37 .Service Support Service Requests Screen Table 2-7. chosen from a picklist. The date on which the activity is scheduled. Required description of an activity. chosen from a dialog box. Field/Button Refresh Internal Selected Fields in the Activities Applet Description The Refresh button refreshes all records in the Activities applet. A type-in field for the cost of this activity. A check box indicating that this activity is billable to the customer. High. it may be convenient to formalize these activities by creating a service request. Medium.

Figure 2-10. the Lock Assignment flag. The Assign button in the Service Request applet (and in the Unplanned Activities Detail applet. Repair Activity. the Assignment Manager excludes this activity. or assigned and scheduled at the same time using the Dispatch Board. and its resolution. Other activity types are excluded from assignment. Use the Lock Assignment flag in the Activities view (see “All Activities View” on page 3-17) and the Field Service Details view (see “Field Service Details View” on page 3-24) to change this assignment for individual activities. by default. When an activity is created with the category set to Field Engineer Activity. is not checked—meaning that the Assignment Manager automatically assigns this activity. Use Siebel Tools to change this to assignment for all activity types (set ASGN_USR_EXCLD_FLG to N. Field Service Details View The Field Service Details view. If this flag is checked. Field Service Details Applet in the Field Service Details View 2-38 Siebel Field Service Guide Version 6. provides a check for warranties covering an asset.Service Support Service Requests Screen Rules for Assigning Activities Activities can be assigned using the Assignment Manager. the default is Y). or Preventive Maintenance. 2 Figure 2-10. the symptom reported for the asset. Table 2-8 describes the fields in this view.1 . Dispatch Board © Dispatch Board view) runs the Assignment Manager.

chosen from a dialog box. chosen from a dialog box. Version 6. change the date in the Warranty As of field and click again on this button. Components. chosen from a dialog box.1 A check box indicating that this type of warranty is in effect on the specified date. s Symptom Code A description of the symptom that triggered this service request.Service Support Service Requests Screen Table 2-8. there is an asset number but the serial number is null. see Chapter 6. To check on warranties active on another date. The number of the asset: s If there is a serial number.1 The date that Check Warranty uses to validate warranties. If this is a non-serialized asset. “Warranties. Resolution Code Entitlement 1. then the asset number is set equal to the serial number. “Symptoms for a Service Request” on page 2-40. see “Concepts and Terms” on page 6-3. Field/Button Selected Fields in the Field Service Details Applet Description This button determines the warranties in effect for an asset on the date in the Warranty As of field.” Check Warranty Product Component Manufacturer Warranty As of Asset Num A check box indicating that this type of warranty is in effect on the specified date. For information about warranties.1 Siebel Field Service Guide 2-39 . see the following section.1 A check box indicating that this type of warranty is in effect on the specified date. The resolution of this service request. For information about this type of warranty. Check marks appear next to the types of warranty: Product. and Manufacturer. The level of service for this product and account.

see Chapter 13. Click Auto Invoice to generate an invoice using orders and activities that have a billable flag set. a service request with a problem description “System Slow” might be due to problems with hardware or outdated software.” 2 Figure 2-11. “Invoices. Figure 2-11. Activities © Field Service Details). This is possible because they are stored in an intersection table that also stores the activity and the service request Id. The customer can report some symptoms (on a service request). shows the invoices against this service request. For more information about invoicing and the Invoice engine.Service Support Service Requests Screen Symptoms for a Service Request Symptoms are tied together with Service Requests and Activities. while the FSE can find other symptoms and report them on site (as part of an activity). Invoices View The Invoices view. Invoices Applet for Service Requests in the Invoices View 2-40 Siebel Field Service Guide Version 6. All the symptoms reported at different times and places appear in the Symptom Codes dialog box available from the Symptom Code field (see. For example. and the repair technician may report other symptoms in a repair station (as part of a repair activity).1 . For any problem description there might exist one or more failure symptoms. for example.

Service Support Service Requests Screen Metrics View The Metrics view. Response Time. Metrics Applet for Service Requests in the Metrics View Table 2-9. All fields are read-only. 4 hours. provides benchmarks of performance for a service request. Field Type Value Units Selected Fields in the Metrics Applet Description The name of the measurement of performance.1 Siebel Field Service Guide 2-41 . Figure 2-12. 2 Figure 2-12. The measurement of performance. The units of the measurement. for example. Table 2-9 describes the fields in this view. for example. Version 6.

Field Defect Number Product Abstract Severity Priority Status Sub-Status Area Sub-Area Selected Fields in the Product Defects View Applet Description A unique number assigned to this defect. Figure 2-13. Assigned or Not a Defect. Crash/Data Loss or Minor Error. describes the defect in the component requiring service. Medium. Installation or Upgrade. chosen from a picklist. choose a predefined product defect from a dialog box or define a new product defect. Pending or Closed. (Sheet 1 of 2) The name of the product. for example. chosen from a picklist. chosen from a picklist.Service Support Service Requests Screen Product Defects View 2 The Product Defects view. Very High. for example. Categories for the service request activities.1 . or Low. The degree of the defect. The state of the service for this defect. for example. Table 2-10 describes the fields in this view. chosen from a picklist. Product Defects Applet in the Product Defect View Table 2-10. The importance of the defect. for example. To add a new record to the Product Defects applet. for example. 2-42 Siebel Field Service Guide Version 6. High. Figure 2-13. Additional state of the service for a defect. A type-in field for a description of the defect. chosen from a picklist. The additional categories for the service request activities. chosen or entered from a dialog box. chosen from a picklist.

The name of a group in the service business that is responsible for carrying out this service. The date the defect was corrected. for example. for example. Abnormal Usage or Design Error.1 Siebel Field Service Guide 2-43 . The cause of the defect. The name of the person in the service business who reported the defect. The date the service request was filed. chosen from a picklist. A category of defect. The date the defect record was created. Field Owner Group Selected Fields in the Product Defects View Applet Description (Sheet 2 of 2) The name of a person in the service business who is responsible for carrying out this service. chosen from a dialog box. Date Reported Date Closed Type Cause Reported By Date Opened Version 6.Service Support Service Requests Screen Table 2-10. Documentation or Hardware Defect. chosen from a picklist. chosen from a dialog box.

A number automatically assigned to this order. A check box indicating that this order was approved. A check box indicating that this order is billable to the customer. Purchase Order. chosen from a picklist. chosen from a dialog box. Open. for example. or Service Order.1 . 2 Figure 2-14. A check box indicating that this order is being processed. chosen from a picklist. Medium. RMAs/Service Orders Applet in the Orders View Table 2-11. for example. Table 2-11 describes the fields in this view. The number of the order from the customer. The name of the customer account receiving this order. Figure 2-14. Pending. chosen from a picklist. A discount chosen from a picklist and applied to this order. for example. Field Order Date Active Order Number Type Order Status Account Acct Order # Priority Approved Billable Price List Discount % Selected Fields in the RMAs/Service Orders Applet Description The date the order record was created. The current state of an order. 2-44 Siebel Field Service Guide Version 6. or Low. Internal Order. displays orders related to service requests. The name of the price list for billing this order. The priority of an order. High.Service Support Service Requests Screen Orders View The Orders view. or Shipped. chosen from a dialog box. The type of order.

Service Calendar Applet In the Service Calendar View Version 6.Service Support Service Requests Screen Service Calendar View The Service Calendar view.1 Siebel Field Service Guide 2-45 . based on the selected entitlement. displays the valid hours of coverage for a service request. Figure 2-15. 2 Figure 2-15.

information from related service requests. provides answers to frequently asked questions (FAQs). Solution Search Applet in the Solution Search View NOTE: Buttons for finding information are in the Service Requests applet: Related SRs. Encyclopedia. see “Solution Search View” on page 3-41. For a discussion. Figure 2-16. and a search engine to find information.Service Support Service Requests Screen Solution Search View The Solution Search view. 2-46 Siebel Field Service Guide Version 6. See “Solution Search View” on page 3-41. and Search. 2 Figure 2-16.1 .

1 Siebel Field Service Guide 2-47 . Version 6. Drag-and-drop capabilities fit the activities to the schedules of selected engineers. Figure 2-17.Service Support Dispatch Board Screen Dispatch Board Screen The Field Service Dispatch Board view. Dispatchers use this screen to assign and schedule field service activities. 2 Figure 2-17. Field Service Dispatch Board View Field service engineers are selected on the basis of geographic location (territory) and skills. provides a color-coded Gantt chart which displays the schedules of multiple employees.

provides a flexible and intuitive interface for both selection of field service engineers to carry out activities and scheduling of these activities. or previous experience with a product. Select subsets of the engineering staff based on a particular skill. they accept activities. Unplanned Activities applet. or manually in the Dispatch Board © Dispatch Board. The white areas in the Planned Activities view indicate the available times. These may be generated automatically by an activity plan.Service Support Dispatch Board Screen Use the Dispatch Board to carry out these tasks: s s Select field service engineers who might perform an activity. The gray areas indicate hours that are not planned for activities. the Lock Assignment flag for the activity must be unchecked (see “Rules for Assigning Activities” on page 2-38). Figure 2-17 on page 2-47.1 . 2-48 Siebel Field Service Guide Version 6. 2 Unplanned Activities Applet The Unplanned Activities tree applet can display all activities that meet these criteria: To appear in the Unplanned Activities applet. Assign unscheduled activities to specific field service engineers and time slots. Dispatch Board View The Dispatch Board view. s s All activities without a planned start or planned completion date automatically appear in the Dispatch Board. manually in any Activities view on the Activities screen. in hours. for employees. however. View the existing commitments of field service engineers and schedule new activities as appropriate. an activity must meet both of these criteria: s s Not assigned or No Planned Start date or No Planned Completion date Status other than Done or Cancelled NOTE: Also. ability.

Version 6. Field Engineer Activity Applet The Field Engineer Activity applet appears with these selections in the Unplanned Activities applet: s s Pending Field Engineer Activities (folder) Individual activities in the tree applet The fields in the Field Engineer Activity applet describe the activity selected in the Unplanned Activities applet. s A description of each activity ❏ ❏ ❏ ❏ ❏ ❏ Recommended Skills Recommended Tools Recommended Parts Steps Parts Movements Attachments Clicking on the bottom-level items in this tree (for example.1 Siebel Field Service Guide 2-49 . These are unassigned activities.Service Support Dispatch Board Screen The tree structure for this applet contains the following hierarchy of information: s Pending Field Engineer Activities. Note on Using the Unplanned Activities Applet s If an activity does not appear in this applet. Steps) changes the Field Engineer Activity applet (see“Field Engineer Activity Applet” on page 2-49). follow the procedure “To make sure that unassigned activities appear in the Dispatch Board” on page 2-14 to display that activity in this applet.

Table 2-13. This button adds new activities to the Unplanned Activities and Field Engineer Activity applet. describe the selected activity in the Unplanned Activities applet. click the type to go to Activities © Attachments for this activity. A dialog box appears with a ranked list of potential field service engineers for assignment to the selected activity. Table 2-12.1 . chosen from a calendar. Another user may have created these activities since the Dispatch Board was opened. Button/Field Assign Selected Fields in the Field Engineer Activity Applet Description (Sheet 1 of 2) This button runs the Assignment Manager. calculated from the No Later Than Date and No later Than Time fields. Table 2-13.Service Support Dispatch Board Screen Selecting lower levels in the Unplanned Activities applet changes the Field Engineer Activity applet to one of the applets shown in Table 2-12. The latest date for starting this activity. The category of an activity. Choosing an engineer places this name in the Assigned To field for this activity. The earliest starting date for this activity. chosen from a picklist. See: “Skills View” on page 3-29 “Recommended Parts and Tools View” on page 3-28 “Recommended Parts and Tools View” on page 3-28 “Steps View” on page 3-30 “Field Part Movements View” on page 3-22 Item in the Unplanned Activities Applet Recommended Skills Recommended Tools Recommended Parts Steps Field Parts Attachments The following fields in the Unplanned Activities Detail applet. The priority for carrying out this activity. Refresh Activity Type Priority No Sooner Than No Later Than 2-50 Siebel Field Service Guide Version 6. Read-only. chosen from a picklist. Applets that Appear in Place of the Field Engineer Activity Applet Corresponding Applet Service Activity Skills Recommended Tools Recommended Parts Steps Field Part Movements Attachments For Information.

To remove an activity from the schedule. which also appears in the Unplanned Activities applet. The total estimated time required by an activity. Siebel Field Service Guide s s Version 6. chosen from a picklist.1 2-51 . To reschedule an activity. Planned time to end an activity. Activities categorized as Done or Cancelled do not appear in the Dispatch Board. in minutes. The status of this activity. A type-in field for the latest starting date for this activity. drag the activity from the Unplanned activities applet to the appropriate line and date on the Planned Activities applet. chosen from a picklist. Use these simple procedures to schedule field service activities: s To schedule unplanned activities for these engineers. chosen from a calendar. drag that activity to another line (field engineer) and date. completed automatically with the Account field. The location of the account. Planned time to begin an activity. Same as Due in the Activities applet (see Table 3-4 on page 3-21). drag it back to the Unplanned Activities applet.Service Support Dispatch Board Screen Table 2-13. This field is required for assigning this activity using the Dispatch Board. Planned Start Planned Completion Duration (Minutes) Activity Status Site Account No Later than Date No Later than Time Planned Activities Applet The Planned Activities applet contains the schedules of selected field service engineers. Button/Field Description Assigned To Selected Fields in the Field Engineer Activity Applet Description (Sheet 2 of 2) A type-in field for the description of this activity. chosen from a dialog box. this name does not affect the assignment of this activity. The name of the account associated with this activity. chosen from a calendar. The name of the owner of this activity. A type-in field for the latest starting time for this activity. If it contains the name of a field service engineer. Same as Start Time in the Activities applet (see Table 3-4 on page 3-21).

Choosing blank removes a previous choice. 2-52 Siebel Field Service Guide Version 6. the Apply Skills button lists all employees that possess the selected skill. NOTE: Choosing a second employee from this list replaces the previous choice. provides for scheduling up to 168 hours per week. Then click Refresh. s Choose the engineers that belong to a territory or group from the Territory picklist at the top of the applet. NOTE: If the Employee and Territory fields in the Planned Activities applet are both blank. The selection is based on the skill selected in the Employee Query view. NOTE: Choosing a second territory from this list replaces the previous choice. s Click Apply Skills. This selects a subset of the names that already appear in the Planned Activities applet. This name is added to any names that already appear in the applet. which scrolls left to right to show additional days. The selection for employee field may be blank (none). Choosing blank removes a previous choice. Selecting Field Service Engineers for the Planned Activities Applet Use the following options for selecting the field service engineers that appear in the Planned activities applet: s Choose an employee from the Employee picklist at the top of the applet.1 .Service Support Dispatch Board Screen The calendar. The selections for the Territory field may be blank (none). Then click Refresh. This selection replaces a previous selection from the Territory picklist. but it does not remove the name of an individual employee chosen from the Employee picklist.

using the Dispatch Board” on page 2-14. The default chart shows two days earlier and five days ahead (total of seven days). Then click refresh. Clicking on the name of an employee shows the employee’s skills. but only three appear in the chart. You see Employees © Employee Skills. Any activity in the Planned Activities applet can be re-assigned or rescheduled. Scroll to the right to see earlier days in the schedule.Service Support Dispatch Board Screen Notes on Using the Planned Activities Applet s When attempting to schedule an activity produces this message: This Activity cannot be planned later than Due date follow the procedure “To assign an activity with an inappropriate date. choose the blank position at the top of the picklist. including previously assigned activities.1 Siebel Field Service Guide 2-53 . This link only works if the employee has assigned activities. hold the cursor over the bar for a few seconds. Activities may be assigned to available or unavailable hours in an FSE’s schedule. You see Activities © Field Service Details. The Planned Activities applet initially shows the current day at the left end. To see the description of an activity bar and the properties of this activity. s An unlimited number of activities can overlap (be assigned to the same hours for an FSE). s s s s s s Version 6. Note that this field allows the addition of only one employee at a time. Adding more than one activity to a time slot reduces the height of the bar representing that activity and removes the description of the activity. To remove a single employee from the Dispatch Board. in the Employee field of the Planned Activities applet. or the removal of only the same employee. Double-click an activity to see more information about it.

in the Options dialog box. effectively unassigning the activity. Dispatch Board Option Dialog Box 2-54 Siebel Field Service Guide Version 6. s NOTE: If an employee does not appear in a Territory. from Options on the View menu.1 .Service Support Dispatch Board Screen s Dragging an activity from the Planned Activities applet back to the Unplanned Activities applet erases the Assigned To. Administrators should have access to this screen. Planned Start. Changing the Behavior of the Planned Activity Applet Field Service provides control over many aspects of the Planned Activity applet. Table 2-14 on page 2-55 describes the fields in this tab. See “To assign field service engineers automatically using the Assignment Manager” on page 2-12 and the Siebel Assignment Manager Administration Guide. Figure 2-18. Go to the Dispatch Board tab. that employee can be added on Assignment Administration © Assignment Employees. Figure 2-18. and Planned Complete fields. The assignment of an activity and its duration may be changed from the Dispatch Board Field Engineer Activity applet or from Activities © All Activities.

Acknowledged. Setting this option on may slow the performance of the Dispatch Board. After start date: The number of days to the right of the start date. On Hold. The default is 5 P. The date that appears at the center of the applet. chosen from a picklist. Start day at: The start time for a work day. The default is 2 days. Medium. The default is 5 days. Done.M. Alternatively. and Declined. A different color can be assigned to each of these categories and subcategories: s s Start date Color scheme Activity priority: ASAP. either today’s date or a date chosen from the calendar. Time This sets the time scale for scheduling activities: s Time Interval: the smallest unit of time. Note that larger settings may slow the performance of the Dispatch Board. Cancelled.M. End day at: The end time for a work day. Both Web colors and standard VGA colors are provided. Version 6. The default is 30 minutes. In Progress. Activity status: Not Started. The default is 9 A. The Auto Refresh check box turns on automatic updating of the employee list in the applet. as more records must be retrieved. Group/Field Territory Refresh Options for the Dispatch Board View. click the Refresh button to update the list. and Low. High.1 Siebel Field Service Guide 2-55 . Activity Type: Various types. s s Number of days to fetch The number of work days to appear in the applet: Before start date: The number of days to the left of the start date. s Click the color sample to choose a color from the Choose Color dialog box.Service Support Dispatch Board Screen Table 2-14. at the interval set in the Refresh Interval field. Planned Activities Applet Description The default value that appears in the Territory field. in minutes. The colors of the bars representing schedules activities.

1 . follow the procedure “To select a subset of field service engineers based on a skill” on page 2-13.Service Support Dispatch Board Screen Employee Query View The Employee Query view. Employee Query View To select a skill and apply it to the list of engineers in the Dispatch Board view. NOTE: You can choose only one skill at a time. 2 Figure 2-19. The criteria may include industry experience. language ability. The Dispatch Board uses only your last choice. and product knowledge. provides criteria for selecting field service engineers that can best carry out an activity. Figure 2-19. 2-56 Siebel Field Service Guide Version 6.

The number of service requests as a function of priority. The duration of a service request as a function of status (Open. Version 6. Table 2-15. The number of service requests for each customer account. The number of new service requests assigned to FSE per calendar period or per product. The duration of a service request as a function of product. Pending. listed in Table 2-15. The history of closed service requests assigned to each FSE. Chart Aging Analysis by Priority Aging Analysis by Product Aging Analysis by Product Area Aging Analysis by Severity Aging Analysis by Status Priority Analysis by Owner Status Analysis by Owner Closed Service Requests by Owner Closed Service Requests by Product Customer Analysis New Service Requests New Service Requests by Owner New Service Requests by Product Product Analysis Product Version Analysis Severity and Priority Analysis 2 Service Requests Analysis (Sheet 1 of 2) Analysis The duration of a service request as a function of priority. The number of new service requests for each product per calendar period. and so on). The number of new service requests for each product. The status of service requests assigned to each FSE.1 Siebel Field Service Guide 2-57 . The duration of a service request as a function of severity. The number of new service requests for each version of a product. The duration of a service request as a function of field service product area. Assigned.Service Support Service Request Charts Service Request Charts The Service Requests screen provides charts for analysis. The history of closed service requests for each product. The priority of service requests assigned to each FSE. The number of new service requests per calendar period. Two graphs: s s The number of service requests as a function of severity.

The number of service requests for each severity level as a function of calendar period. phone. 2-58 Siebel Field Service Guide Version 6. The number of service requests as a function of resolution.1 . The number of service requests as a function of field service product area. Symptom and Resolution Analysis Two graphs: s s The number of service requests as a function of symptom. The number of service requests with a given status as a function of calendar period. The number of service requests logged in by a given route (email. Trend Analysis by Product Trend Analysis by Product Area Trend Analysis by Severity Trend Analysis by Source Trend Analysis by Status The number of service requests for each product as a function of calendar period.Service Support Service Request Charts Table 2-15. The number of service requests for each field service product as a function of calendar period. Chart Service Requests Analysis (Sheet 2 of 2) Analysis Two graphs: s s Status and Area Analysis The number of service requests as a function of status.) as a function of calendar period. etc.

with information about the service request and each of the associated activities. Provides all information about each service request. Provides a summary of each service request. Table 2-16. Prints a page for each service request. Report Service Request Activity (All) 2 Service Request Reports Description Prints a page for each service request.1 Siebel Field Service Guide 2-59 .Service Support Service Request Reports Service Request Reports The Reports menu provides reports for Service Requests. Service Request Activity (Public) Service Request Detail Service Request Summary NOTE: Use a query to limit reports to service requests of interest. listed in Table 2-16. Version 6. with information about the service request and each of the associated activities.

To create service agreements 1 Choose Agreements © All Agreements. 5 Type in a first name and last name. This replaces the agreement number in this field.1 . type in the account name. 3 In the Name field. 2 Setting Up Service Accounts and Service Requests Follow these procedures to set up service accounts and service requests. 2-60 Siebel Field Service Guide Version 6. 4 Create a new record. 4 Add other information. as needed. 3 Choose Accounts © Contacts. type in the name of the agreement. 2 To create customer accounts 1 Choose Accounts © All Accounts. 2 Select an account. as needed. configurators. 2 Create a new record. To create contacts for customer accounts 1 Choose Accounts © All Accounts. as needed. 2 Create a new record. 6 Add other information. and administrators.Service Support Setup and Configuration Setup and Configuration The information in this section is intended for system planners. 3 In the Account field. 4 Add other information.

add a new record. 5 Choose a template from the picklist for this field. In the server-connected mode. 4 In the Activities applet. Version 6. <install>/temp. this directory is used to decompress read-only files. To create additional activities for a service request Service activities are automatically associated with service requests by adding activity plans. 2 Select a service request.1 Siebel Field Service Guide 2-61 . Writable attachments are decompressed in this directory. 6 Complete other fields as needed. 5 Type in a description of the activity.Service Support Setup and Configuration To create activity plans 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). 3 Choose Service Requests © Activity Plans. create a new record. 2 Select a service request. To set up attachments for service requests Decompressed attachments (Service Requests © Attachments) are written to these two directories: s <install root>server/files. 3 Choose Service Requests © Activities. Additional activities may be added to any service request. 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). s These directories must have write access. 4 In the Activity Plans applet.

these employees appear in the Planned Activities applet. go to the Assignment Employees view. 5 Return to the Assignment Rules view. Follow these procedures to assign territories and schedules for employees.1 . 4 Define the hours of the schedule. When this Territory is chosen on the Dispatch Board. 2-62 Siebel Field Service Guide Version 6.Service Support Setup and Configuration Setting Up Territories and Schedules The Territory field in the Dispatch Board (Dispatch Board © Dispatch Board) presents a list of territories for field service activities. 3 With the new rule selected. 3 With the new schedule selected. 6 Click the Release button in the Assignment Rules list applet. 2 To assign employees to territories 1 Choose Assignment Administration © Assignment Rules. 5 Choose the All Exceptions view. 6 Pick the holidays that apply to this schedule. with the hours defined in the Exception Hours view. 4 Add employees by adding new records to the Assignment Rule Employee applet. go to the Schedule Hours view. If a new set of holidays is needed. create a new record. 2 To create a new schedule. Field service engineers are assigned to these territories on the Assignment Administration screen. These rules appear in the Territory picklist on the Dispatch Board (Planned Activities applet). 2 Select or create a new rule. these can be defined in the All Exceptions view. To set up schedules 1 Choose Application Administration © Schedules © All Schedules.

Employees list applet (see “To assign a schedule to an employee” on page 2-63). The employee's schedule will appear on the Dispatch Board.Service Support Setup and Configuration To assign a schedule to an employee 1 Choose Application Administration © Employees © Employees. which shows only the views needed to complete their job. see the Siebel Applications Administration Guide. For more information on schedules. For more information on responsibilities and visibility see the Siebel Applications Administration Guide. choose the appropriate schedule from the picklist. Setting Up Dispatchers Field Service provides a responsibility for dispatchers. add the name of the employee who will take the Dispatcher’s role. 3 In the Schedule Name field. Available hours and the white shading are controlled by the Schedule Name field in employee records Application Administration © Employees. The picklist for the Schedule Name field is set in Application Administration © Schedules (see “To set up schedules” on page 2-62). select the employee. Dispatch Board Schedules Available hours on the Dispatch Board are shown in white boxes. 2 In the Employees list applet.1 Siebel Field Service Guide 2-63 . 3 In the Employees applet. 2 Select the Dispatcher record in the Responsibilities applet. 2 To add a user with the responsibility of a dispatcher 1 Choose Application Administration © Responsibilities. 2 Version 6.

Pre-Defined Queries for the Dispatch Board Definition of Query Due Date < Today() + 1 (i.1 . It is advisable to limit the queries to show only records created after the Dispatch Board is installed. 2-64 Siebel Field Service Guide Version 6.e. Due Date < Today() OR (Due Date = Today() AND Start Time > Now()) Category = "Customer Satisfaction" OR "Diagnostic" OR "Field Engineer Activity" OR "Other" OR "Preventive Maintenance" OR "Repair Activity" Category = "Field Engineer Activity" Category = "Preventive Maintenance" Category = "Customer Satisfaction" OR "Diagnostic" OR "Other" Category = "Repair Activity" Priority = "1-ASAP" Name of Query * Today's Activities (the default query) *Overdue Activities All Field Service Activities All Field Engineer Activities All Preventive Maintenance Activities All Other Field Service Activities All Repair Activities High Priority Activities If there is a large quantity of legacy data. This is by design.Service Support Setup and Configuration Using Dispatch Board Queries 2 The Dispatch Board is provided with several pre-defined queries useful for limiting the amount of data that appears in the Unplanned Activities applet (see Table 2-17). anything due before tomorrow) Note that the query definition also returns any activities that were due before today. to make that extraneous data does not appear in the Unplanned Activities applet. Table 2-17. older activities that were not scheduled using the Dispatch Board may also appear..

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 All Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28 Skills View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 Field Part Movements View . . . . . . . . . . . . 3-3 Business Scenario . . . . . . . . . . . . 3-12 Screens and Views for Field Service Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 Invoices View . 3-27 Recommended Parts and Tools View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Field Service Activities 3 About This Chapter . . . . 3-32 Part Browser Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 3-1 . . . 3-14 Activities Screen . . . . . . 3-17 Expense Tracker View .3-30 Time Tracker View . . . . . . . . . . . . . . . 3-7 Monitoring Field Service Activities . 3-27 Measurements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 Version 6. . . . . . . . . . . . . . . . . . . . . . . 3-32 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 . . . . . . . . . . . 3-31 Products Screen . . . . . . . . . . . . . . 3-10 Recording Field Service Activities . . . . . . . . 3-29 Steps View . . . . . 3-7 Setting Up Field Service Activities . 3-6 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14 Carrying Out Field Service Activities . . . . . . . . . . . . . . . . . . . . . . 3-22 Field Service Details View Instructions View . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39 Resolution Documents View . . . . . . . . . . . . . . . 3-41 Activities Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-40 Related Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41 Solution Search View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Field Service Activities Solutions Views . 3-38 All Solutions View . . . . . . . . . . . 3-42 Activity Reports . . . . . . . . . . . . . . . . . . . 3-43 Setup and Configuration . . . . . . 3-43 3-2 Siebel Field Service Guide Version 6. . . . . . . .1 . . . . . . . . . . . . . . . . . . . . .

3 Service Request Call Resolution Activities Field Engineer Activities Repair Center Activities Research Callback Test ECO Repair Upgrade Diagnostic Replacement Preventive Maintenance Figure 3-1.1 Siebel Field Service Guide 3-3 .Field Service Activities About This Chapter About This Chapter This chapter shows how an FSE uses Siebel Field Service to carry out activities to resolve service requests (Figure 3-1). Use this module to track the following tasks: s s s s Work to be done in response to a service request Assigning and scheduling field engineer activities Tracking tools and parts Activities involved in running field service Version 6. Activities Associated with a Service Request The activity module maintains information about field service activities performed by field service engineers or repair technicians.

Service activities used by the call center and field service managers are described in Chapter 2. more commonly. For complex preventive maintenance activities. Field Engineer Activity is an extension of the Siebel Activity object. The field engineer. standardized service activities. This chapter provides an overview of field engineer activities managed by Siebel Field Service. and describes the Field Engineer Activity tasks associated with these roles. A Service Request can be used to link repair activities with field engineer activities. for preventive maintenance and repair. preventive maintenance activities) or. with Field Service customizations that specifically meet the requirements of engineers reporting complex.1 .Field Service Activities About This Chapter Activities can also be generated in the absence of a Service Request—for instance. attached to service requests.” 3-4 Siebel Field Service Guide Version 6. when a field engineer activity involves shipping a part to the repair center. the customer service representative. “Service Support. the dispatcher. NOTE: Field service activities can be stand-alone (for example. and the field service manager all use Field Engineer Activity information to fulfill their roles in the service organization. it may be convenient to formalize the activity by creating a service request.

and so on) Field engineer activities that can be dispatched to field engineers Repair activities in the repair depot. The person looking at objects assigned to him or her does not need to wade through the entire resolution to locate the precise action he or she needs to perform. and to report on its execution. correspondence. recommended parts/tools.Field Service Activities About This Chapter The following are the most common types of activities: s s s Call management activities (research. for repair and return calls Field and repair activities typically use the detailed information for field service that includes steps. and contain the information they need to have to assess the requirements for the activity. call. Version 6. and time. Reporting is simplified. expenses. The problem becomes easy to break up into activities that can be assigned to multiple persons.1 Siebel Field Service Guide 3-5 . The major advantages of breaking down a service request into one or more activities are: s The ownership of the problem remains at the call management level when required. s s s The application is designed so that field service engineers can work primarily with activities (category Field Engineer Activities). skills and instructions. to accept or decline it. field part movements. Activities are displayed on the engineers’ calendars.

For a larger job. On a mobile computer. with specific activities to carry out. these mobile transactions are committed to the inventory database. this may include all the activities planned to complete this service call. The call center assigned these activities when it selected and dispatched the FSE. one FSE may be assigned only part of the required activities. the FSE records the movement of assets between the customer site and the trunk inventory. the FSE reports the actual steps performed.Field Service Activities Business Scenario Business Scenario A field service engineer is assigned to a service request. so that management can track the status of the request.1 . and expenses incurred. 3-6 Siebel Field Service Guide Version 6. On a small job. Later. or between different trunk inventories. time taken. upon synchronization with the Field Service server. Siebel Field Service supplies the FSE with these items: s s s s s 3 A list of the activities to perform at the customer site An estimate of the time required Tools to be used Recommended parts A list of steps On completing the activity. parts consumed.

choose from the picklist. 2 Select a service request.1 Siebel Field Service Guide 3-7 . 4 In the Name field. create a new record for each activity in the template.Field Service Activities Application Overview Application Overview This section includes detailed procedures for using the screens and features provided for field service activities. 5 For the Activity Type field. You see Siebel Assistant Administration © Activity Template Details. see “Screens and Views for Field Service Activities” on page 3-14. 5 In the Description field. 2 Select a template. To define activity plans for service requests 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). 3 For the Type field. 3 To associate activities with a template 1 Choose Siebel Assistant Administration © Activity Templates. For details on individual screens. type in a name for the template. choose from the picklist. 3 Setting Up Field Service Activities To set up activity templates 1 Choose Siebel Assistant Administration © Activity Templates. 3 Click the Name field. Version 6. type in a description. 4 In the Service Activities applet. 2 Create a new record.

add a new record. To record the recommended steps in a service activity 1 Choose Activities © Steps (see “Steps View” on page 3-30). 2 In the Field Engineering Activity list applet. select the activity. NOTE: An activity plan includes an activity template plus a start date. To describe additional conditions for field service activities 1 Choose Activities © My Activities. 3 Choose Activities © Field Service Details (see “Field Service Details View” on page 3-24). 4 In the Activity Plans applet. 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). create a new record. 3 Choose Service Requests © Activities. 4 In the Activities applet. 6 Complete other fields as needed. To create additional activities Service activities are automatically associated with service requests by adding activity plans.Field Service Activities Application Overview 3 Choose Service Requests © Activity Plans. 2 Select a service request.1 . 4 Complete the fields in the Field Service Details applet. 3-8 Siebel Field Service Guide Version 6. Additional activities may be added to any service request. 5 Choose a template from the picklist for the Template field. 2 Select an activity. 5 Type in a description of the activity.

choose an existing solution and click Add. or click New and type the solution into the fields of the Solution applet. select the activity. create a new record for each step. 3 In the Instructions applet. To record instructions for a service activity 1 Choose Activities © Instructions (see “Instructions View” on page 3-26). correct the sequence of steps by typing the correct numbers into the Steps field. 6 Choose a product from the Pick Product dialog box. 5 When several steps are entered. 2 In the Field Engineering Activity list applet.Field Service Activities Application Overview 3 In the Steps applet. choose a skill category from the picklist. select the activity. create a new record. create a new record for each instruction. 2 In the Solution applet.1 Siebel Field Service Guide 3-9 . 4 In the Item field. 4 Click the Step field and choose a step from the dialog box. 3 In the Add Solutions dialog box. 2 In the Field Engineering Activity list applet. 3 In the Service Activity Skills applet. 4 Complete both the Type and Instruction fields. create a new record for each skill. Version 6. 5 In the Service Activity Skills Item applet. To record the skills required to complete a service activity 1 Choose Activities © Skills (see “Skills View” on page 3-29). create a new record for each specific product associated with a skill category. To record solutions to service requests and associated product defects 1 Choose Service Requests © Solutions.

To check part movements in the field 1 Choose Activities © Field Part Movements (see “Field Part Movements View” on page 3-22). 3 To review an FSE’s activities 1 Choose Activities © My Activities. 2 In the Field Engineer Activity form applet. select the activity. 2 In the Activities applet. The associated parts appear in the Recommended Parts and Tools list applet. The Order Status field shows the progress of receiving an ordered part.1 . NOTE: FSEs can also check the schedule for activities in the Calendar view. 3-10 Siebel Field Service Guide Version 6. 2 In the Field Engineer Activity applet.Field Service Activities Application Overview Monitoring Field Service Activities Follow these procedures to monitor field service activities. To check the availability and order status of materials for an activity 1 Choose Activities © Recommended Parts and Tools (see “Recommended Parts and Tools View” on page 3-28). enter a value in the Status column. To update the status of activities 1 Choose Activities © My Activities (see “All Activities View” on page 3-17). query the activity record. 2 Select or query the activity to review. A record of part movements appears in the Field Part Movements applet.

3 Check the Quantity applet for the part’s availability. 4 In the Part/Tool field. To check on-hand inventory using the Part Browser 1 Choose Part Browser © Part Browser. 3 In the Recommended Parts and Tools applet. and uses the same configuration parameters. 2 In the Field Engineering Activity list applet.1 Siebel Field Service Guide 3-11 . select the activity. choose the item from the Pick Product dialog box. status.Field Service Activities Application Overview To list the parts and tools required to complete a service activity 1 Choose Activities © Recommended Parts and Tools (see “Recommended Parts and Tools View” on page 3-28). To check inventory levels from the Service Inventory screen s Choose Service Inventory © Product Buckets. 2 In the Product Inventory Location applet. The Part Locator follows the fulfillment logic specified in Figure 8-4 on page 8-9. Notice that the parts and tools in this dialog box have a check in the Tools column. and quantity at that inventory location. create a new record for each part or tool. Version 6. Click in the Availability column (containing the name of a bucket) to see the definition of this bucket. The Part Locator (see “Part Locator” on page 8-48) is intended for case-by-case fulfillment of Service Orders. select the record for the part and inventory location.

3 To enter a new activity for a service request 1 Choose Service Requests © All Service Requests (see “Service Requests Views” on page 2-33). 6 Complete other fields as needed. 5 Type in a description of the activity. 2 In the Product applet. choose an activity from the Pick Related Activity dialog box. 3 Click a product name to see related products and product comparisons. 2 Create a new record. You see Products © Details. 2 Select a service request. 3-12 Siebel Field Service Guide Version 6. 3 Choose Service Requests © Activities.Field Service Activities Application Overview To identify substitute products 1 Choose Products © Product Field Service Details (see “Product Field Service Details View” on page 3-32). The Substitute Products applet shows substitute products. select a line item. Recording Field Service Activities To enter a new activity 1 Choose Activities © All Activities (see “All Activities View” on page 3-17). To associate orders with activities 1 Choose Orders © RMAs/Service Orders © Line Items. 4 In the Activities applet. 2 In the Line Items list applet. add a new record. query the product.1 . 3 In the Related Activity field.

3 From the Edit menu. 4 Click Commit to create a transaction that will be recorded in the Field Service server upon synchronization. 4 Check the Billable field if this activity is billable.1 Siebel Field Service Guide 3-13 . 4 Check the Billable field if these hours are billable. 2 In the Field Engineer Activity list applet. select an activity. To record the hours spent on each service activity 1 Choose Activities © Time Tracker.Field Service Activities Application Overview To delete an activity 1 Choose Activities © My Activities. 3 In the Field Part Movements applet. create a record for each expense. select an activity. Version 6. To record expenses for service activities 1 Choose Activities © Expense Tracker. To record movement of service parts in the field 1 Choose Activities © Field Part Movements. create a record for a part that moves between trunks or customer sites in the field. 3 In the Expense Tracker applet. 2 Select an activity. 2 In the Field Engineer Activity list applet. choose Delete Record. 3 In the Expense Tracker applet. create a record for each expense. 2 In the Field Engineer Activity list applet. select an activity.

Expense Tracker Field Part Movements Instructions 3-14 Siebel Field Service Guide Version 6. For procedures using these screens. change the status of an activity. 5 Click Auto Invoice. a rate list. and “To update the status of activities” on page 3-10. see “Monitoring Field Service Activities” on page 3-10. See: “To check part movements in the field” on page 3-10. 3 Select a price list. or the FSE’s trunk inventory. Table 3-1. 4 Choose the Invoices view (see “Invoices View” on page 3-27).Field Service Activities Screens and Views for Field Service Activities To generate an invoice for field service activities 1 Activities © My Activities (see “All Activities View” on page 3-17). for example. Screen Activities 3 Screens and Views for Service Activities Views Activities (Sheet 1 of 2) Role/Procedures (Click to See Full Procedure) Add activities or modify existing activities. Record the transfer of parts in the field between the client.1 . a service order. 3 Carrying Out Field Service Activities Field service activities are carried out using the screens listed in Table 3-1. Screens and Views for Field Service Activities Table 3-1 list the screens and views for carrying out field service activities. See: “To review an FSE’s activities” on page 3-10. 2 Choose the activity you are working on. Record instructions for carrying out an activity. and the Billable check box. Click the name of a screen or view to see more information. Record expenses related to an activity.

Record solutions to repetitive service activities. Record and display solutions to repetitive service activities. View the skills needed to complete successfully an activity. Record document files containing information related to a selected solution.1 Siebel Field Service Guide 3-15 . Activities (continued) Measurements Recommended Parts and Tools Skills Steps Time Tracker Products Product Field Service Details Part Browser Part Browser Solutions All Solutions Resolution Documents Call Center Administration Service Requests Related Documents Solution Search Version 6. See: “To check the availability and order status of materials for an activity” on page 3-10. Screen Screens and Views for Service Activities Views Invoices (Sheet 2 of 2) Role/Procedures (Click to See Full Procedure) Display invoices created for an activity and generate. Show the materials that an FSE must have to complete an activity. This view is a read-only version of Marketing Administration © Products © Product Field Service Details. Encyclopedia. Display key characteristics of an asset that may be recorded and tracked. and Search. invoices for any activities that are marked as billable. Obtain information about replacing a defective part and about possible substitute parts.Field Service Activities Screens and Views for Field Service Activities Table 3-1. Record document files containing information related to a selected solution. manually or automatically. See: “To identify substitute products” on page 3-12 Investigate the availability of a product in all inventory locations within a field service business. Record the hours spent on each field service activity. plus search functions: Related SRs. View the recommended procedures for carrying out an activity.

Changing information for an activity on the Calendar views automatically changes the same information on the Activities applets that also display that activity. See Using Siebel Applications for information on the Siebel calendar. changing information about an activity in any Activities view changes the same information in the Calendar views.Field Service Activities Activities Screen Activities Screen The Calendar screen provides another way to look at field service activities. Similarly. 3 3-16 Siebel Field Service Guide Version 6.1 .

The FSE can use the Activities form or list applet to add activities or modify existing activities. assigned to an FSE.Field Service Activities Activities Screen All Activities View The All Activities view. both active and closed. for example.1 Siebel Field Service Guide 3-17 . presents all activities. Activities Applets In the All Activities View Version 6. Table 3-2 on page 3-18 describes the fields in this view. 3 Figure 3-2. Figure 3-2. to change the status of an activity.

The current state of the activity.Field Service Activities Activities Screen Table 3-2. chosen from a picklist. A check box indicating that this activity has a time sheet. chosen from a dialog box. The code describing the solution for this activity. See Using Siebel Applications for information about opportunities. Required. chosen from a dialog box. A type-in field for estimated cost of this activity. A check box indicating that this activity is billable to the customer. chosen from a dialog box. A check box setting up a warning if the activity has not started by the planned start date. A check box indicating that this activity has an expense sheet. In Progress or Canceled. chosen from a picklist. 3-18 Siebel Field Service Guide Version 6. The name of the FSE. The number of a defective tag (product) associated with this activity. Field Selected Fields in the Activities Applets Description (Sheet 1 of 2) Activity Type Expense Time Sheet Internal Priority Status % Complete Description Assigned To Duration Call Duration Cost Estimate Price List Rate List Billable Flag Alarm Opportunity SR Number Defective Tag Resolution Code The name of an activity. Detailed information about an activity. Demonstration or Installation. The price list to use for this activity. An estimate of the percentage toward completion of this activity. chosen from a picklist. The hourly rate list to use for this activity. for example. High or Medium. for example.1 . The number of the service request associated with this activity. Select an opportunity if appropriate. The importance of the activity. chosen from a picklist. chosen from a picklist. The estimated length of the activity in minutes. for example. A check box indicating that this activity is performed within the service business. Length of the customer call.

Id number of a time sheet. for example: s s s s Field Engineer Activity Preventive Maintenance Repair Activity Other Lock Assignment A check box that instructs the Assignment Manager not to assign this activity. The name of a project associated with this activity. A check box indicating that this activity is repeated. see “Rules for Assigning Activities” on page 2-38. The frequency for repeating this activity. for example. chosen from a dialog box. chosen from a picklist. The end date for repeating this activity. A check box indicating that this activity should not appear the calendar. chosen from a picklist. The type of activity. chosen from a dialog box. This name is created in the Field Service Projects option. Id number of an expense report. The default state of this flag depends on the choice of category: s s s s Field Engineer Activity: unchecked (automatically assigned) Preventive Maintenance: unchecked (automatically assigned) Repair Activity: unchecked (automatically assigned) Other: checked (not assigned) For more information on the function of this flag.Field Service Activities Activities Screen Table 3-2. The name of the customer account associated with this activity. Monthly. Field Selected Fields in the Activities Applets Description (Sheet 2 of 2) Defect Number Project Account Suppress Calendar Repeat Frequency Until ER Number TS Number Category The number of the defect for a product associated with this activity. Version 6.1 Siebel Field Service Guide 3-19 . chosen from a dialog box.

chosen from a picklist. which are a modification of the Activities applets (see Figure 3-2 on page 3-17). Figure 3-3. Field Expense Tracker Applet in the Expense Tracker View Selected Fields in the Expense Tracker Applet Description The name of an expense. for example. chosen from a picklist. 3 Figure 3-3. Table 3-3 describes the fields in this view. Gas or Telephone. The category for an expense. Expense Type Amount Billable Rate Type 3-20 Siebel Field Service Guide Version 6. Table 3-3. A check box indicating that this expense is billable to the customer. A type-in field for the amount of an expense.1 . This view introduces the Field Engineer Activity applets (both list and form). records expenses related to an activity.Field Service Activities Activities Screen Expense Tracker View The Expense Tracker view.

1 Siebel Field Service Guide 3-21 . Field Activity Status SR Status Symptom Code Required Repeating. Same as Repeat in the Activities applets. A check box indicating that this activity is mandatory. Same as Status in the Activities applets. chosen from a dialog box. The status of service request that includes this activity. or Recurring Asset Number Serial Number No Sooner Than Duration (Minutes) Due Selected Fields in the Field Engineer Activity Applets Description (Sheet 1 of 2) The current state of the activity. The serial number of the asset associated with this activity. A description of the symptom associated with this activity. The number of the asset associated with this activity. for example. Table 3-4. The total estimated time spent for an activity. A check box indicating that this activity should be repeated. In Progress or Canceled. Field Engineer Form Applet in the Expense Tracker View The fields shown in Table 3-4 appear in the Field Engineer applets in addition to (or replacing) the fields in the Activities applets (see Table 3-2 on page 3-18). filled in automatically with the asset number.Field Service Activities Activities Screen Figure 3-4. chosen from a dialog box. Version 6. Filled in automatically with SR Number. chosen from a picklist. The latest completion date for this activity. An earliest starting date for this activity.

Planned time to end an activity. Field Part Movements Applet in the Field Part Movements View 3-22 Siebel Field Service Guide Version 6. NOTE: Transactions between inventories and between inventories and customers are recorded on the Inventory Transactions screen (see “All Inventory Transactions View” on page 7-43). a service order. or the FSE’s trunk inventory. Planned time to begin an activity. Table 3-5 on page 3-23 describes the fields in this view. describes the transfer of parts in the field between the client. Planned Start Time Planned End Time Actual Start Time Actual End Time Field Part Movements View The Field Part Movements view.Field Service Activities Activities Screen Table 3-4. Field Start Time Selected Fields in the Field Engineer Activity Applets Description (Sheet 2 of 2) The start time for an activity to appear on the calendar. Actual end time for an activity. Figure 3-5.1 . Actual start time for an activity. 3 Figure 3-5.

for example. Trunk. The condition of the product. The number of this asset. Trunk. for example. The destination of this part movement. Movement Date Product Name Status Used Quantity Asset Number Serial Number Commit Write-In Asset Write-In Serial Number Source Destination Trunk Inventory Order Item Id Billable Version 6. An inventory transaction for the asset is not generated until the user synchronizes. or Customer. chosen from a dialog box. Field/Button Commit Commit All Selected Fields in the Field Part Movements Applet Description This button completes the selected field part movements by creating a transaction that will be recorded in the Field Service server upon synchronization. chosen from a dialog box. This is a serial number for an asset that is not yet in the Field Service database on the FSE’s laptop. Good or Defective.Field Service Activities Activities Screen Table 3-5. This is an asset number for an asset that is not yet in the Field Service database on the FSE’s laptop. chosen from a picklist. but is on the Field Service server.1 Siebel Field Service Guide 3-23 . chosen from a picklist. Read-only. for example. but is on the Field Service server. Service Order. The serial number of this asset. Service Order. if a trunk is associated with this transfer. The number of the service order. The date that the product was transferred. or Customer. A check box indicating that this record was completed by clicking the Commit button. The name of the trunk inventory. filled in automatically. The origin of this part movement. A check box indicating that the product transferred is billable to the customer. This button completes all field part movements listed in this applet. chosen from a dialog box. if it is associated with this transfer. The number of items in the product. An inventory transaction for the asset is not generated until the user synchronizes. chosen from a picklist. The name of the transferred product. chosen from a dialog box.

Table 3-6 on page 3-25 describes the fields in this view. symptom and resolution codes. Field Service Details View 3-24 Siebel Field Service Guide Version 6. records details of field service activities. Figure 3-6. for example. 3 Figure 3-6.1 . many of the field in this view are also presented in the Activities views (see “All Activities View” on page 3-17).Field Service Activities Activities Screen Field Service Details View The Field Service Details view.

chosen from a dialog box.Field Service Activities Activities Screen Table 3-6. A check box that instructs the Assignment Manager not to assign this activity. A check box indicating that this activity is mandatory. Recurring Billable A check box indicating that this activity should be repeated. Field SR Number SR Status Selected Fields in the Field Service Details View Description The number of the service request associated with this activity. The number of an asset associated with this activity. The default state of this flag depends on the choice of category: s s s s Field Engineer Activity: unchecked (assigned) Preventive Maintenance: unchecked (assigned) Repair Activity: unchecked (assigned) Other: checked (not assigned) For more information on the function of this flag. The total estimated time spent for an activity. The type of activity. The code describing the solution for this activity. A description of the symptom associated with this activity. Read-only. The status of this activity. for example: s s s s Symptom Codes Resolution Codes Asset Number Category Field Engineer Activity Preventive Maintenance Repair Activity Other No Sooner Than Duration (Minutes) Required Lock Assignment An earliest starting date for this activity. chosen from a dialog box. chosen from a picklist. see “Rules for Assigning Activities” on page 2-38. A check box indicating that this activity is billable. Version 6. chosen from a dialog box. chosen from a dialog box.1 Siebel Field Service Guide 3-25 . chosen from a dialog box.

chosen from a picklist.1 . or Special. Note. Safety. Table 3-7 describes the fields in this view. Field Type Instruction Instruction Applet in the Instructions View Fields in the Instructions Applet Description A category of instructions. 3 Figure 3-7. Figure 3-7 records instructions for carrying out an activity. for example. Table 3-7. These instructions may be specific to a customer’s site.Field Service Activities Activities Screen Instructions View The Instructions view. 3-26 Siebel Field Service Guide Version 6. Directions. A type-in field for an instruction.

For more information. For details see “All Invoices View” on page 13-11. Measurements View Version 6. 3 Figure 3-8.Field Service Activities Activities Screen Invoices View The Invoices view. Figure 3-9. see “Measurements and Readings Views” on page 5-30 3 Figure 3-9.1 Siebel Field Service Guide 3-27 . displays invoices created for this activity and it allows manual or automatic generation of invoices for any activities that are marked as billable. Figure 3-8. displays key characteristics of an asset that may be recorded and tracked. Invoices Applet in the Invoices View Measurements View The Measurements view.

The number of a service order. Figure 3-10. chosen from a dialog box. 3-28 Siebel Field Service Guide Version 6. filled in automatically if defined in the activity plan. Recommended Parts and Tools Applet in the Recommended Parts and Tool View Table 3-8. A check box indicating that this is a tool rather than a part. The status of an order for a part or tool.1 . chosen from a dialog box. 3 Figure 3-10. Filled in automatically with the order Id. shows the materials that an FSE must have to complete an activity. Table 3-8 describes the fields in this view. Field Part/Tool Quantity Tool Order Id Order Status Fields in the Recommended Parts and Tools Applet Description The name of a part or tool.Field Service Activities Activities Screen Recommended Parts and Tools View The Recommended Parts and Tools view. if this part or tool is on order. The number of parts or tools.

Product. 3 Figure 3-11. Product Wildcard. Service Activity Skills Applets in the Skills View Table 3-9. for example. Language. chosen from a picklist. Industry. Product Line Wildcard. for example.Field Service Activities Activities Screen Skills View The Skills view. The view contains the Service Activity Skills and the Service Activity Skill Item applet. Table 3-9 and Table 3-10 on page 3-29 describe the fields in this view. chosen from a picklist. Table 3-10. for example. describes the skills needed to complete successfully an activity. Product Line. Expertise. product or language skills... and so on.. Currency. Field Fields in the Service Activity Skill Item Applet Description A specific product line. language. The Assignment Manager uses these attributes in assigning an activity to the right employee. or Revenue. Language Code. NOTE: Various types of skills are required for an FSE to work on an activity. Field Item Selected Field in the Service Activity Skills Applet Description A skill category. Figure 3-11. Intermediate or Expert. Product. depending on the choice for Item in the Service Activity Skills applet. The level of skill required.1 Siebel Field Service Guide 3-29 . Version 6. This field changes with the choice for Item in the Service Activity Skills applet.. Add skill types using the Assignment Administration screen.

Field Service Activities Activities Screen Steps View The Steps applet. A type-in field for a description of the step. A type-in field for the number of each step in a procedure. 3-30 Siebel Field Service Guide Version 6. chosen from a dialog box. The name of the person completing the step. Figure 3-12. Steps Applet in the Steps View Table 3-11. Table 3-11 describes the fields in this view. Field Step Description Sequence Performed Performed By Fields in the Steps Applet Description The name of a step. A check box indicating that this step was completed. 3 Figure 3-12. chosen from a dialog box.1 . describes the recommended procedures for carrying out an activity.

Stop time minus Start time. for example. Start Time Stop Time Hours Billable Version 6. These types of rates correspond to values in the rate list that is associated with this service request. Table 3-12 describes the fields in this view. or Standard. The total time spent on this activity. Install or Travel. Contract. The date of the service activity. Figure 3-13.1 Siebel Field Service Guide 3-31 . The time that the activity began. chosen from a picklist.Field Service Activities Activities Screen Time Tracker View The Time Tracker view. Field Time Type Date Rate Type Fields in the Time Tracker Applet Description The category of hourly activity. from a picklist. for example. The type of rate to use in billing these hours. Premium. Time Tracker Applet in the Time Tracker View Table 3-12. A check box indicating that these hours are billable to the customer. 3 Figure 3-13. records the hours spent on each field service activity. The time that the activity ended.

provides information about replacing a a defective part and about possible substitute parts. that applies specifically to field service activities: Product Field Service Details. 3 Product Field Service Details View 3 The Product Field Service Details view. Figure 3-14 on page 3-32.1 . Table 3-13 on page 3-33 through Table 3-16 on page 3-35 describe the fields in this view. Figure 3-14. Figure 3-14. Product Field Service Details View 3-32 Siebel Field Service Guide Version 6.Field Service Activities Products Screen Products Screen The Products screen has one view. All fields are readonly. The values are defined in Marketing Administration © Products © Products (see “Marketing Administration Screen” on page 7-23).

The manufacturer’s part number for this product. Prototype or Product. A check box directing automatic allocation of a replacement part from inventory. A check box indicating that this product is serialized. The number of units that make up this product. Unit of Measure Table 3-14. chosen from a picklist. This setting is inherited by the recommended Parts and Tools applet (see “Recommended Parts and Tools View” on page 3-28). The name of the family or group to which this product belongs.1 Siebel Field Service Guide 3-33 . The name of the product vendor. A check box directing that the FSE can replace this product in the field. (Sheet 1 of 2) Version status Serialized Tool The status of the product version. The catalog number for this product. See the following note. Field Version Fields in the Field Service Details Form Applet Description The version number of the product. A check box defining that this is a tool. Field Product Product Line Description Part Number Fields in the Product Form Applet Description The name of the product selected in the All Products view. A check box indicating that defective instances of this product should be returned to the field service business.Field Service Activities Products Screen Table 3-13. A check box directing automatic allocation of a substitute part for this part. Return if Defective Field Replaceable Unit Primary Vendor Vendor Catalog # Auto Allocate Auto Substitute Version 6. for example. A description of the product.

The carrier for shipping a replacement part from the vendor. For other purposes.Field Service Activities Products Screen Table 3-14. Air or Ground. Mean time to repair. For example. UPS. Field Service expects that four separate assets are entered. The method for shipping a replacement part from the vendor. for example. assets with serial numbers do not have to have this box checked. chosen from a picklist. a measure of the time required to repair the product. for example. Mean time between failures. a measure of dependability of the product. the Field Service expects the right number of assets.1 . a product movement (transaction) requires an asset number or its corresponding serial number. 3-34 Siebel Field Service Guide Version 6. NOTE: If the Serialized check box is checked. if four serialized hard drives are shipped or received. chosen from a picklist. Serialized products are treated in a different way than non-serialized ones. Field Fields in the Field Service Details Form Applet Description (Sheet 2 of 2) Allocate Below Safety Shipping Method Carrier MTBF MTTR A check box indicating that allocation may be made below the safe inventory level of this product. Whenever a serialized product is shipped or received.

it does not mean that product P can be used as a substitute for product S. Product Name NOTE: The Substitute Products list applet can define substitute parts. Version 6. See “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49. Field Field in the Substitute Products List Applet Description The names of products that can replace a selected product. for example.1 Siebel Field Service Guide 3-35 . The order fulfillment process and the Part Locator use this relationship to identify substitutes for a product. No. The relationship is unidirectional. Bin. directing automatic allocation of a substitute part for this part. Suppose a product P is selected and a record is added with product S. Yes. indicating automatic allocation of a replacement part from inventory. No. The cycle counting priority for this product is based on turnover. or Default. Click the name to see the details view for this product. No. chosen from a picklist. or Default. or Warehouse.Field Service Activities Products Screen Table 3-15. This means product S can be used as a substitute for product P. Yes. See “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49. Inventory Type Auto Allocate Allocate Below Safety Auto Substitute Class ABC Class XYZ Table 3-16. See “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49. Trunk. or Default. Field Fields in the Inventory Options List Applet Description The inventory container. Yes. indicating that allocation may be made below the safe inventory level of this product. The cycle counting priority for this product is based on cost.

Figure 3-15 on page 3-36. NOTE: The Part Locator is a semi-automatic mechanism that Siebel Field Service provides to find products among various inventory locations for fulfilling orders (see “Part Locator” on page 8-48). All fields are read-only.Field Service Activities Part Browser Screen Part Browser Screen The Part Browser view.The Part Browser simply displays products and their inventory locations. 3 Figure 3-15. Table 3-17 on page 3-37 through Table 3-19 on page 3-37 describe the fields in this view. on the Part Browser screen. Part Browser View 3-36 Siebel Field Service Guide Version 6. allows an FSE to investigate the availability of a product in all inventory locations within the field service business.1 .

Table 3-19. Good or Defective. The current state of the product. On Hand or Reserved. for example. The number of products at this location with this availability and status. for example. Aisle or Warehouse. The availability category of the substitute product. Field Product Availability Status Fields in the Substitutes List Applet Description A substitute for the selected product. The type of inventory location for this record. for example.Field Service Activities Part Browser Screen Table 3-17. The current state of the substitute product. for example. Table 3-18. for example. Field Product Inventory Type Selected Fields in the Product Inventory Location List Applet Description The name of the product in inventory. Good or Defective.1 Siebel Field Service Guide 3-37 . On Hand or Reserved. The inventory location of this product. Version 6. Field Availability Status Quantity Selected Fields in the Quantity List Applet Description The availability category of the product.

Field Service Activities Solutions Views Solutions Views The FSE has as a resource solutions to previous service requests and documents related to finding solutions.1 . These are found on four different screens: s s s s 3 Solutions © All Solutions Solutions © Resolution Documents Call Center Administration © Related Documents Service Requests © Solution Search 3-38 Siebel Field Service Guide Version 6.

Field Service Activities Solutions Views All Solutions View 3 The All Solutions view (Solutions © All Solutions). presents Solutions list and form applets. These applets record solutions to repetitive service activities. Figure 3-16. All Solutions View Version 6. Figure 3-16.1 Siebel Field Service Guide 3-39 .

A type-in field containing a description of the file. Field File Name Description Request Local Auto Update Selected Fields in the Resolution Documents Applet Description The name of the file containing the resolution document. there will be a request to send the document to the local client database. 3-40 Siebel Field Service Guide Version 6. A check box indicating that a compressed copy is available on the local drive. records document files containing information related to the selected solution.1 . Figure 3-17 (Solutions © Resolution Documents). Resolution Documents Applet in the Resolution Documents View Table 3-20. if there is a new version of the document. Click the filename to open the file. A check box indicating that during the next synchronization with the server. A check box indicating that during the next synchronization with the server. a new copy of the document will be sent to the local database.Field Service Activities Solutions Views Resolution Documents View The Resolution Documents view. The default state is active. chosen from a dialog box. 3 Figure 3-17. Table 3-20 describes the fields in this view.

select values for other fields to add more search criteria. The Service Requests applet in the same view adds three buttons (see Table 3-21) with the following search capabilities. Encyclopedia Search Version 6. competitors. This button performs a query of all data sources. decision issues. From the Query menu. Field/Button Related SRs 3 Search Buttons in the Solution Search View Description This button sets up a query of all service requests to determine if there are other service requests that are similar. Status. The query must be pre-populated with the current Product. This button goes to Decision Issues © All Decision Issues to display the information related to the selected service request. using Siebel’s full-text search engine. For the syntax of full text searches. Table 3-21.1 Siebel Field Service Guide 3-41 . 3 Solution Search View The Solution Search view on the Service Requests screen is the same as the Solution applets in the Solutions © All Solutions view (see “All Solutions View” on page 3-39).Field Service Activities Solutions Views Related Documents View The Related Documents view on the call Center Administration screen is the same as the Solutions © Resolution Documents view. After clicking Related SRs. and Sub-Status for the selected service request. This button performs a query of the Siebel Encyclopedia (products. choose Execute Query to carry out the search. see the online help for the Service Request screen. to determine if there are other records that are similar. The query must be pre-populated with the current Area for the selected service request. and online sales literature) to determine if there are other entries that are similar to those associated with the current service request.

Two graphs: s s The number of activities for each status category. Trend Analysis by Activity Type Trend Analysis by Product The number of activities of each type as a function of calendar period. The number of activities for each priority category. The number of activities for each product as a function of calendar period. Chart Account and Type Analysis 3 Activities Analyses Analysis Two graphs: s s The number of activities for each account. Contact Analysis New Activities Analysis Status Analysis by Owner Status and Priority Analysis The number of activities for each contact. The number of activities for each resolution code. 3-42 Siebel Field Service Guide Version 6. Table 3-22.1 . The number of activities for each owner. The number of activities for each type of account. listed in Table 3-22. The number of new activities as a function of calendar period. Symptom and Resolution Analysis Two graphs: s s The number of activities of each symptom type.Field Service Activities Activities Charts Activities Charts The Activities screen provides the charts for analysis.

Field Service Activities Activity Reports Activity Reports The Reports menu provides the reports for activities. Table 3-23. see the Siebel Applications Administration Guide. listed in Table 3-23. Table 3-24. Record instructions for a service activity. Setup and Configuration Activities for FSEs are set up and configured on the screens and views listed in Table 3-24. List the parts and tools required to complete a service activity. Screen Siebel Assistant Administration 3 Screens and Views for Setting Up Activities View Activity Templates Activity Template Details Service Activity Details Service Activity Steps Service Activity Skills (Sheet 1 of 2) Role Set up activity templates. A full report of each field service activity. Record the skills required to complete a service activity. Describe additional conditions for service activities. For details and procedures. A summary of all activities for FSEs. Associate activities with an activity template. Report Activity List Field Engineer Activity Summary Field Engineer Activity Detail 3 Activities Reports Description A summary of all activities. Record the recommended steps in a service activity.1 Siebel Field Service Guide 3-43 . Service Activity Parts and Tools Service Activity Instructions Version 6. printed one per page.

including the vendor that supplies a product and the allocation rules that apply to the product. Define the fields on the Product Field Service Details view. Screen Screens and Views for Setting Up Activities View Solutions (Sheet 2 of 2) Role Record solutions to service requests and associated service requests and product defects. See:“Marketing Administration Screen” on page 7-23.1 . Call Center Administration Marketing Administration Products © Product Field Service Details 3-44 Siebel Field Service Guide Version 6.Field Service Activities Setup and Configuration Table 3-24.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Business Scenario . . . . . 4-12 All Agreements View . . . . . 4-28 Preventive Maintenance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Agreements Screen . . . . . . . . 4-25 Line Items View . . . . . . . 4-6 Verifying Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 Screens and Views for Agreements . . . . . . . . 4-12 Activities View . . . . . . . . . . . . . . . . 4-15 Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22 Invoices View . . 4-5 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20 Financial Details View . . . . . . . . . . . . . . . . . . . . . . . 4-19 Documents View . . . 4-6 Using Service Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19 Entitlements View . . . . . . . . . . 4-17 Attachments View . . . 4-26 Terms and Totals View . . .1 Siebel Field Service Guide 4-1 . . . . 4-29 Version 6. . . . . . . . . . . 4-4 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16 Administrative Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Service Agreements 4 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . 4-38 Setting Up Service Agreements . . . . . . . . . . . . . . . . . . . . 4-30 Accounts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30 Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-45 Specifying Entitlement Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-45 4-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . 4-38 Setting Up Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-35 Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-31 Metrics View . . . . . . . . . .Service Agreements Entitlements Screen . . . . . . . . . 4-34 Products View . . . . . . . . . . . . . . . . . 4-33 Preventive Maintenance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-42 Verifying Entitlements . . . . . . . . . . . . . . . . . . . . . . . 4-37 Setup and Configuration . . 4-36 Agreements Charts . . . . . . . . . . . 4-37 Agreements Reports . . . . . . . . . . . . . . . . . . . . . . . . .

Each line item can also have multiple entitlements. On the Agreements screen. proposal generation. and committed response time. and can include specific metrics.1 Siebel Field Service Guide 4-3 . Documents © Document Templates view. service hours. users can check the Valid flag to activate the agreement. and accounts. a dialog box displays the valid entitlements for the specified account. where each line item describes a product or service provided to the customer. service calendar. An Agreement can also have many line items. If a user clicks the Verify button on the Service Requests screen. many different types of agreements can be created manually. contact. entitlements. Agreements view. 4 Version 6. These agreements can be created automatically from a quote on the Quotes screen. and immediate entitlement verification. Preventive maintenance actions for covered assets of a given entitlement are only initiated if the agreement’s Valid flag is checked. Siebel Field Service supports contract management processes including quote-toagreement. All Agreements view. and preventive maintenance plans.Service Agreements About This Chapter About This Chapter This chapter describes how to create and manage agreements with specific levels of service (entitlements). based on a pre-defined template created on the Marketing Administration screen. After the agreement is fully defined. Documents view. When the Valid flag is checked and the entitlement is active based on its start and end dates. the agreement’s entitlements are available for selection when valid contacts or accounts require service. product. the service request inherits its entitlements metrics. The line items define the financial relationship between the parties. and asset. An agreement proposal can be quickly created on the Agreements screen. line item pricing. Entitlements can cover specific costs. preventive maintenance. service calendars. activity templates. financial tracking. selective coverage. invoicing. responsiveness. A master agreement can have multiple child agreements. and the entitlements define the service relationship. contacts. metrics. When an entitlement is selected.

Payments to date. See “Siebel Proposals” in the Siebel Applications Administration Guide. pricing.Service Agreements Business Scenario Administrators can specify key financial information and track total amounts invoiced versus expected agreement revenue. revenue recognition process. The company needs the following capabilities for its new enterprise solution: s 4 Create a proposal for an agreement. approved contacts. like expected margin. conditions. Business Scenario A large service company wants to upgrade its software for managing agreements. Ability to track assets in the field and create preventive maintenance service calls. and days outstanding should be available and visible. using a standard template. s s s s s 4-4 Siebel Field Service Guide Version 6. The company has 1. Invoice frequency and preferences are defined along with other information.1 . most are complex multi-vendor deals with service of large equipment. See the Quotes screen in Siebel Field Service and the description of the Quote Assistant in the Siebel eConfigurator Guide and the Quote Assistant Tutorial in the online help.000 customers with service agreements. and payment terms. Each agreement should include all terms. part usage. Track agreement profitability. service performance. Invoices can be manually created based on the agreement and tracked through a back-office billing process. Create an agreement automatically from a quote for a service. and the installed base. and services using a standard template. billing. Ability to provide accurate and timely invoicing and billing. amount outstanding.

Each entitlement provides a quantifiable level of service for an account or a contact. SLAs can also be a part of a larger service agreement. and conditions. based on the service agreement. Service Products Agreement Value Costs Specific types of services offered by the company and set up for sale with a common name. or services over a determined period of time for a specific amount of money. The service or extent of coverage a specific customer receives. materials. and guidelines. purchasing. Other types of contract include sales. overhead. see Chapter 12. terms. provide. and so on. percentage of problems fixed within the required time frame. Entitlement Agreement Revenue The amounts payable by a customer. processes. “Preventive Maintenance. Preventive Service activities performed on a product to prevent excessive wear or failure. service. maintenance. and so on. Entitlements are created within an SLA or service agreement. Customer payments may be periodic. Costs include labor. The term contract is the accepted term within the legal and business communities. and other capital expenses needed to fulfill the terms. percentage of asset uptime. travel. list price per unit. coverage. Contract Service Agreement A type of contract that defines a service relationship. Service levels can be measured and are usually expressed as a percentage. The total amount of revenue expected over the life of service agreement (entire term). offer. pricing. The total costs incurred to meet the agreement. or produce specific activities. An agreement is created after both parties sign a proposal that often includes detailed descriptions of pricing. This is another name for agreement. depreciation. Agreements can be sales. limitations. or charged at the time of service. purchases. billing. or both. It often replaces agreement in formal discussions or communications. inventory carrying costs. disbursed over time. transportation. products.” Version 6. support requirements. and all terms and conditions of the service. in addition to legal rights. warranty. The agreement specifies Service Level Agreement (SLA) A type of service agreement that defines the coverage (or entitlement) for customers and their assets. responsibilities. up-front. Service levels include the percentage of parts received on time out of those requested. supplies. tools. service level.Service Agreements Concepts and Terms Concepts and Terms Agreement 4 A document that defines the obligations to perform. and development. according to the terms of an agreement.1 Siebel Field Service Guide 4-5 . For Maintenance (PM) more information.

3 Click the name of this agreement. 3 Click in the Name column. The Agreements applet lists the agreements for this contact. see “Screens and Views for Agreements” on page 4-9. For details on individual screens. query the account by name (Account field). 2 Select a contact.Service Agreements Application Overview Application Overview This section includes detailed procedures for using the screens and features provided for service agreements. You see Agreements © Entitlements. 4 Verifying Service Agreements Follow these procedures to check the status of service agreements. with a list of entitlements for the selected agreement. Verifying products covered by agreements 1 Choose Agreements © All Agreements.1 . Note the start and end dates for the entitlements. You see Agreements © Entitlements. 4-6 Siebel Field Service Guide Version 6. 2 In the Agreements view. 2 Select an agreement. 3 Choose Contacts © Agreements. Verifying service agreements for a contact 1 Choose Contacts © All Contacts. The list of agreements appears in the Agreements applet. 4 To verify service agreements and entitlements for an account 1 Choose Accounts © Agreements (see “All Agreements View” on page 4-12).

8 Generate and print the invoice. 6 Complete the other fields. go to Reports © Customer Invoice (see “Agreements Reports” on page 4-37). 5 Click the invoice number to go to the Invoices screen. as needed. Version 6. You see Entitlement © Metrics. 6 Choose the Invoice Line Items view (see “Line Items View” on page 4-26) and add line items as needed. select an agreement. To manually create invoices for service agreements 1 Choose Agreements © Invoices (see “Invoices View” on page 4-25). select a service agreement.Service Agreements Application Overview 4 In the Entitlements applet. 3 Create a new record in the Documents applet. 7 With the invoice still selected. 4 Complete the fields. This view shows a list of products covered by each entitlement. 4 Type in a name. 5 Choose Entitlements © Products. 3 Add a new record to the Invoices applet. 4 To generate documents for implementing a service agreement 1 Choose Agreements © Documents (see “Documents View” on page 4-19). 5 Choose a template from the picklist.1 Siebel Field Service Guide 4-7 . Using Service Agreements Follow these procedures to implement service agreements. 2 In the Agreements applet. as needed. click the name of an entitlement. 2 In the Agreements applet.

2 Select a service request. 3 Choose Agreements © Entitlements. select an agreement.Service Agreements Application Overview Attaching documents to agreements 1 Choose Agreements © Attachments. choose the name of the file to attach. 4 Check the start and end dates to see if the entitlement is active.1 . create a new record for each document. 4 Click Close. with a list of the active entitlements for this service request. The Pick Entitlement dialog box appears. 3 In the Attachments applet. NOTE: To select an entitlement for this service request. 4-8 Siebel Field Service Guide Version 6. 4 In the Select File dialog box. 2 Select an agreement. 2 In the Agreements list applet. The Entitlements applet lists the entitlements for this agreement. To verify entitlements for an agreement 1 Choose Agreements © All Agreements. To verify entitlements for a service request 1 Choose Service Requests © All Service Requests. click Verify. highlight that entitlement and click Pick in the same dialog box. 3 In the Service Requests form applet.

1 Siebel Field Service Guide 4-9 . and shipping contacts with an agreement. See: “To create administrative contacts” on page 4-43 Attachments Documents Associate files with agreements. for example. Screen Agreements 4 Screens and Views for Agreements View All Agreements (Sheet 1 of 3) Role/Procedures (Click to see full procedure. billing. Associate activity plans with agreements and view the activities that belong to these plans. See: “To define entitlements for a service agreement” on page 4-44 “To associate accounts with entitlements” on page 4-38 “To associate contacts with entitlements” on page 4-39 “To associate products and assets with entitlements” on page 4-40 “To associate a preventive maintenance plan with entitlements” on page 4-40 “To add performance measurements (metrics) for an entitlement” on page 4-41 Version 6.) Define and identify service contracts.Service Agreements Screens and Views for Agreements Screens and Views for Agreements Click the name of a screen or view in Table 4-1 to see more information. See: “To generate documents for implementing a service agreement” on page 4-7 Entitlements Create entitlements and associate them with specific agreements. subcontractor agreements and work orders. Table 4-1. See: “To associate activity plans (and associated activities) with an agreement” on page 4-42 Administrative Contacts Associate legal. See: “To add activities to an agreement” on page 4-42 “To associate contacts with an agreement” on page 4-43 Activities Activity Plans Associate activities with agreements. Automatically generate documents required to implement a service agreement.

Service Agreements Screens and Views for Agreements Table 4-1. Record the billing details for service activities associated with entitlements. See: “To add performance measurements (metrics) for an entitlement” on page 4-41 Preventive Maintenance Associate preventive maintenance plans with entitlements. Indicate that this is a parent agreement that includes other agreements (Primary Agreement check box). Same as Accounts © Agreements. Learn how payment is made on a service agreement. See: “To associate contacts with entitlements” on page 4-39 Metrics Record performance data for an entitlement. Initiate preventive maintenance actions for specific agreements and view the related PM plans for each entitlement.1 . Associate contacts at an account with a specific entitlement.) Summarize the contractual terms of an entitlement and the cost basis for a field service business. See: “To associate a preventive maintenance plan with entitlements” on page 4-40 Products Associate assets and products with entitlements. but only for service agreements. Screen Agreements (continued) Screens and Views for Agreements View Financial Details Invoices (Sheet 2 of 3) Role/Procedures (Click to see full procedure. Create and view the invoices that are associated with this agreement. See: “To manually create invoices for service agreements” on page 4-7 Line Items Terms and Totals Preventive Maintenance Record and view a description of each product covered by a selected service agreement. See: “To associate products and assets with entitlements” on page 4-40 Service Details Accounts Agreements Record the billing details for service activities associated with entitlements. Define and identify service contracts. Entitlements Service Agreements 4-10 Siebel Field Service Guide Version 6. See: “To associate a preventive maintenance plan with entitlements” on page 4-40 Entitlements Accounts Contacts Associate accounts with specific entitlements.

View entitlements associated with a contact: Explicit Entitlements: All entitlements that have a contact listed on Entitlements © Contacts. Screen Contacts Screens and Views for Agreements View Agreements Entitlements (Sheet 3 of 3) Role/Procedures (Click to see full procedure. Version 6.1 Siebel Field Service Guide 4-11 . Implicit Entitlements: All entitlements that have a check in the All Contacts check box on Entitlements © Accounts.Service Agreements Screens and Views for Agreements Table 4-1.) Same as Accounts © Agreements.

Figure 4-1. 4 4 Figure 4-1. contains the Agreements form and list applets for defining and identifying service contracts.1 . Table 4-2 on page 4-13 describes the fields in this view. All Agreements View 4-12 Siebel Field Service Guide Version 6.Service Agreements Agreements Screen Agreements Screen All Agreements View The All Agreements view.

chosen from a picklist. chosen from a picklist: s s s s s s s Canceled Current Expired In Process Inactive Signed Under Negotiation Revision A type-in field for the revision number of an agreement. A unique number that is assigned to each agreement record. Field Name Selected Fields in the Agreements Applets Description (Sheet 1 of 2) A type-in field for the name of an agreement. for example: s s s s s s s s s Master Service Agreement Work Order Letter of Understanding Letter of Intent Subcontractor Work Order Order Price Protection Service Level agreement Support Renewal Status A required value defining the current state of an agreement. Version 6.Service Agreements Agreements Screen Table 4-2. Replace this with a descriptive or systematic name. Click this field to go to Agreements © Entitlements. Agreement # Agmt # Type A required value describing the class of agreement. The default for a new record is the Agreement number.1 Siebel Field Service Guide 4-13 .

chosen from a dialog box. if any.1 . can be either before or after the start date. A discount applied to the price of this agreement. as appropriate. chosen from a dialog box. The date that the agreement is expected to start. The name of the business providing the service. The date the agreement expires. A check box indicating that the agreement is valid. Date that the agreement is in effect.Service Agreements Agreements Screen Table 4-2. The name of the contact person for this account. 2 Complete the fields. chosen from a dialog box. Field Account Last Name Selected Fields in the Agreements Applets Description (Sheet 2 of 2) The name of the account requesting service. 4-14 Siebel Field Service Guide Version 6. A blank field indicates an openended agreement. This check is required for verifying entitlements to this agreement. chosen from a dialog box. chosen from a dialog box. under which this agreement resides. A check box indicating that this is a service agreement. The name of the project that includes this service agreement. The general agreement. Purchase order number. from a picklist: 5% to 25%. The price list used for this agreement. Service Related Valid Price List Discount Effective Date Start Date End Date Service Provider Parent Agreement PO # Project Amendment To create a new service agreement 1 Add a new agreement record. chosen from a dialog box. A number identifying another agreement that amends this agreement.

Service Agreements Agreements Screen Activities View The Activities view. Button Refresh Activities List Applet in the Activities View Button in the Activities List Applet Description Revises the applet to display the most recent activities. Table 4-3 describes the button in this view.1 Siebel Field Service Guide 4-15 . Figure 4-2. 4 Figure 4-2. associates activities with agreements. Table 4-3. This applet contains the Activities list applet (see “Activities View” on page 2-36). Version 6.

1 . This view contains the Agreement applet (see “All Agreements View” on page 4-12). associates activity plans with agreements. and the Activities list applet (see “Activities View” on page 2-36). 4 Figure 4-3. Figure 4-3. The Activities list applet in this view is read-only. it displays the activities in the selected plan. Activity Plans and Activities List Applets in the Activity Plans View 4-16 Siebel Field Service Guide Version 6. the Activity Plans list applet (see “Activity Plans View” on page 2-36).Service Agreements Agreements Screen Activity Plans View The Activity Plans view.

billing. under which this agreement resides. Table 4-4 describes the fields in this view.1 Siebel Field Service Guide 4-17 . chosen from a dialog box.Service Agreements Agreements Screen Administrative Contacts View The Administrative Contacts view. and shipping contacts with an agreement. Figure 4-4. 4 Figure 4-4. Field Agreement Amendment Revision Parent Agmt Account Administrative Contacts Form Applet in the Administrative Contacts View (Sheet 1 of 2) Fields in the Administrative Contacts Form Applet Description The name of the agreement selected in the Agreements applet. chosen from a dialog box. Table 4-4. Version 6. This view contains the Agreements form applet (see “All Agreements View” on page 4-12) and the Administrative Contacts applet. The name of the account contracting for service. associates legal. if any. A number identifying an amendment to this agreement. A type-in field for the version number of this agreement. The general agreement.

describing the current state of the agreement. Field Type Fields in the Administrative Contacts Form Applet Description (Sheet 2 of 2) A required value describing the class of agreement.1 . The name and address of a representative who receives orders or shipments. The name and address of a representative who receives invoices and bills. Setting this flag is required for verifying entitlements to this agreement. chosen from a picklist: Canceled Current Expired In Process Inactive Signed Under Negotiation s s s s s s s Service Related Legal Contact and Address Billing Contact and Address Shipping Contact and Address A check box indicating that this is a service agreement. for example: s s s s s s s s s Master Service Agreement Work Order Letter of Understanding Letter of Intent Subcontractor Work Order Order Price Protection Service Level Agreement Support Renewal Valid Status A check box indicating that the agreement is valid. The name and address of the client’s representative who is legally responsible for this agreement. 4-18 Siebel Field Service Guide Version 6.Service Agreements Agreements Screen Table 4-4. s A required value. chosen from a dialog box. chosen from a picklist.

for example. automatically generates documents required to implement a service agreement. 4 Documents View The Documents view. Table 4-5 on page 4-20 describes the fields in this view. This view contains the Agreements applet (see “All Agreements View” on page 4-12) and the Documents list applet. subcontractor agreements and work orders. Figure 4-5. 4 Figure 4-5.Service Agreements Agreements Screen Attachments View Use the Attachments view to associate files with selected agreements.1 Siebel Field Service Guide 4-19 . See also “Siebel Proposals” in the Siebel Applications Administration Guide and Using Siebel Applications. The Attachments view contains the Agreement applet (see “All Agreements View” on page 4-12) and the Attachments list applet. Documents List Applet in the Documents View Version 6.

Entitlements List Applet in the Entitlements View 4-20 Siebel Field Service Guide Version 6. Entitlements View The Entitlements view creates entitlements and associates them with specific agreements. Field Name Template Selected Fields in the Documents List Applet Description A type-in field for the name of a document. Table 4-6 describes the fields in this view. This view contains the Agreements form applet (see “All Agreements View” on page 4-12) and the Entitlements list applet. 4 Figure 4-6.Service Agreements Agreements Screen Table 4-5. chosen from a picklist: s s Standard Subcontractor Agreement Standard Work Order Draft Document Name Local The name of the draft document.1 . A check box indicating that this document is stored locally. A template for this document. shown in Figure 4-6.

Click this field to go to Entitlements © Metrics. The date that the entitlement ends. chosen from a dialog box.Service Agreements Agreements Screen Table 4-6. The Id of the agreement line item associated with this entitlement. 24x7 Support. The hours in a week for which the customer is entitled to receive service. By default. A type-in field for the current number of actions that a customer has remaining under this entitlement. The unit of measure for Current Quota and Initial Quota. a unique number code is supplied. Fields Name Selected Fields in the Entitlements List Applet Description A type-in field for the name of an entitlement. chosen from a dialog box. A type-in field for total actions that a customer may initiate under this entitlement.1 Siebel Field Service Guide 4-21 . chosen from a picklist: s s s Related Line Item Id Service Calendar Current Quota Initial Quota U/M Calls Service Requests Web Transactions Start Date End Date The date that the entitlement begins. for example. Version 6.

Financial Summary Form Applet In the Financial Details View (Sheet 1 of 3) Selected Fields in the Financial Summary Form Applet Description Field/Check Box Order # Quote # Term Months Months Left Auto Renewal Renewal Term Lead-Time (Days) Ext. shown in Figure 4-7. Table 4-7. The number of the quote for an agreement.Service Agreements Agreements Screen Financial Details View 4 The Financial Details view summarizes the contractual terms of an entitlement and the cost basis for a field service business. This view contains the Agreements applets (see “All Agreements View” on page 4-12) and the Financial Summary form applet. A type-in field for the number of days before the end date that the customer should be informed. in months. chosen from a dialog box. in months. The period of a service agreement. The discount applied to this agreement. The calculated months remaining in a service agreement. Figure 4-7. chosen from a dialog box.1 . A type-in field for the length of an automatic renewal. in an amount of currency. A check box indicating that the renewal of an agreement can be automatic. List Price Net Discount An order number associated with an agreement. Table 4-7 on page 4-22 describes the fields in this view. The extended list price for the line items in this agreement. 4-22 Siebel Field Service Guide Version 6.

Rev Total Est. if any.1 Siebel Field Service Guide 4-23 . The estimated profit margin for this agreement. Margin Est. The freight charges.Service Agreements Agreements Screen Table 4-7. after the discount. Total estimated cost for this agreement. Total estimated revenue from this agreement. chosen from a picklist: s s s s s s s Annually As Received Daily Monthly Quarterly Upon Approval Weekly Invoice Type The type of invoice prepared for this agreement: s s s s s s s s Consolidated Contract Installment Project Sales Service Standard Time & Materials Version 6. Calculated as the sum of the extended price of each line item. Selected Fields in the Financial Summary Form Applet Description (Sheet 2 of 3) Field/Check Box Ext. Total price of this agreement. calculated automatically. The percentage of the estimated profit margin for this agreement. The type of recognition process followed for revenues from the agreement. Margin % Recognition The extended price of this agreement. Price Freight Total Total Est. Cost Est.

Selected Fields in the Financial Summary Form Applet Description The frequency of invoices for this agreement: s s s s (Sheet 3 of 3) Field/Check Box Invoice Schedule Annually Bi-Annually Monthly Quarterly Invoice Day The day of the month for preparing invoices: s s s s s 10th of Month 15th of Month 1st of Month 30th of Month Last day of Month Amount Invoiced to Date Payment Method A type-in field for the amount of each invoice. The preferred method of payment by the customer: s s Check Credit Card First Payment Last Payment The date that the first payment is expected. A type-in field for the total of invoices up to the current date. 4-24 Siebel Field Service Guide Version 6.1 .Service Agreements Agreements Screen Table 4-7. The date that the last payment is expected.

4 Figure 4-8. Invoices List Applet in the Invoices View Version 6.Service Agreements Agreements Screen Invoices View The Invoices view. creates and displays the invoices that are associated with this agreement. Figure 4-8.1 Siebel Field Service Guide 4-25 . The view contains the Agreements form applet (see “All Agreements View” on page 4-12) and the Invoices applet (see “All Invoices View” on page 13-11).

The quantity of this part covered by the service agreement. and the discount for 50–99 items is 10%. This button numbers the line items sequentially. Table 4-8. Type in another quantity. (Sheet 1 of 2) Part Number Current Discount 4-26 Siebel Field Service Guide Version 6. records and displays a description of each product covered by the selected service agreement. this field shows 10%. The view contains the Agreements form applet (see “All Agreements View” on page 4-12) and the Line Items applet. automatically filled in with the product name. 4 Figure 4-9. chosen from a dialog box. Figure 4-9. For instance. Table 4-8 describes the fields in this view. Field/Button Reprice Reprice All Renumber Line Qty Req Product Line Items List Applet in the Line Items View Selected Fields in the Line Items List Applet Description This button calculates the latest price for the selected line item. The name of a product. if the user ordered 70. The part number of the line item. starting at 1.Service Agreements Agreements Screen Line Items View The Line Items view. This button calculates the price for all line items associated with this agreement. The current discount percentage for the quantity ordered. The default is 1. A number assigned to each line item. starting with 1.1 .

this field indicates the products covered by the service. The unit of measure for the part. Field/Button Selected Fields in the Line Items List Applet Description (Sheet 2 of 2) Net Discount The volume discount for the next highest level. “If you buy 30 more. if the user ordered 70. chosen from a picklist. For instance. The same as Qty Req. The discounted list price.Service Agreements Agreements Screen Table 4-8. if the user ordered 170.” A read-only value calculated from List Price–Discount. then Qty * Net Price. A check box indicating that this line item is a service product.1 Siebel Field Service Guide 4-27 . If List Price is blank. filled in automatically. This is a calculated value. If the line item is priced as a service product. A read-only value calculated from Qty * List Price. this might show the message. equal to (List Price–Net Price)/List Price. For instance. The date that delivery of this item is scheduled. derived from the price list. The absolute amount of the discount for this line item. automatically filled in with the product name. this field shows 15%. if appropriate. The percentage of discount to apply to the list price. and the discount for 100–200 items is 15%. A read-only field for the list price of this item. and the discount for 100–200 items is 15%. your discount will rise to 15%. Upsell Net Price Service Covered Product Req Delivery Qty U/M List Price Disc % Discount Amount Discount Price Next Discount % Non-Discount Extended Price Extended Price Version 6. A read-only value calculated from it is calculated from Qty * Net Price. This is a read-only message that encourages the user to purchase a higher volume.

Service Agreements Agreements Screen Terms and Totals View The Terms and Totals. Terms and Totals Form Applets in the Terms and Totals View 4-28 Siebel Field Service Guide Version 6. the Terms applet. describes how payment is made on a service agreement. This view contains the Agreements applets (see “All Agreements View” on page 4-12).1 . 4 Figure 4-10. and the Totals applet (see Online Help for the Quotes screen). Figure 4-10.

Figure 4-11. Active Description Filled in automatically with the name of the PM plan. 4 Figure 4-11. PM Actions applet. Read-only. chosen from a dialog box. This view contains the Agreements applet (see “All Agreements View” on page 4-12). PM Plans List Applet in the Preventive Maintenance View Table 4-9.1 Siebel Field Service Guide 4-29 . Entitlements applet (see the “Entitlements View” on page 4-20). Filled in automatically with the name of the PM plan. initiates preventive maintenance actions for specific agreements and displays the related PM plans for each entitlement. The available names are only those of the PM plans that are valid. Read-only. Version 6. and PM Plans applet. Click this name to see the PM actions associated with this plan (Preventive Maintenance © History.Service Agreements Agreements Screen Preventive Maintenance View The Preventive Maintenance view. see “History View” on page 12-20). Field Name Selected Fields in the PM Actions List Applet Description The name of a preventive maintenance. Table 4-9 describes the fields in this view.

entitlement metrics. contacts. products. select the agreement and the entitlement in the Agreements screen (see “Entitlements View” on page 4-20). Create entitlements for service agreements on the Agreements © Entitlements view (see “Entitlements View” on page 4-20). associates accounts with specific entitlements.Service Agreements Entitlements Screen Entitlements Screen The Entitlements screen associates accounts. Then go to the Entitlements screen. This view contains the Entitlements applet (see “Entitlements View” on page 4-20) and the Accounts applet. Table 4-10 on page 4-31 describes the fields in this view. NOTE: For all of the views on the Entitlements screen. 4 Figure 4-12. Accounts List Applet in the Accounts View 4-30 Siebel Field Service Guide Version 6. Figure 4-12. and preventive maintenance plans with specific entitlements.1 . 4 Accounts View The Accounts view.

A check box indicating that all products are covered by this entitlement. Fields Account Site All Contacts All Products Fields in the Accounts List Applet Description The name of an account.1 Siebel Field Service Guide 4-31 . A check box indicating that all contacts associated with this account are covered by this entitlement. This view contains the Entitlements applet (see “Accounts View” on page 4-30) and the Contacts applet. 4 Figure 4-13. The location of the account.Service Agreements Entitlements Screen Table 4-10. Contacts List Applet in the Contacts View Version 6. chosen from a dialog box. filled in automatically with the account name. Table 4-11 on page 4-32 describes the fields in this view. Contacts View The Contacts view shown in Figure 4-13 associates contacts at an account with a specific entitlement.

For more information. For more information. chosen from a dialog box. A check box indicating that a contact can receive phone support. The password for logging in to Siebel eService. see the Siebel . A type-in field for the contact’s email name.COM Applications Guide. see the Siebel . A check box indicating that the selected entitlement applies to all products. Internet Logon Internet Password Email Name All Products 4-32 Siebel Field Service Guide Version 6. Field Last Name Phone Email Internet Selected Fields in the Contacts List Applet Description The name of a contact.Service Agreements Entitlements Screen Table 4-11. Read-only.COM Applications Guide. The user name for logging in to Siebel eService. A check box indicating that a contact can receive service by email. which shows all contacts for all accounts.1 . A check box indicating that a contact can receive service over the Internet.

If Response Time is not defined for an entitlement. from a picklist. The type Response Time is used to calculate Commit Time for a service request. 4 Figure 4-14. Metrics List Applet for Entitlements in the Metrics View Table 4-12. records performance data for an entitlement. Table 4-12 describes the fields in this view. This view contains the Entitlements applet (see “Accounts View” on page 4-30) and the Metrics applet.1 Siebel Field Service Guide 4-33 . Version 6.Service Agreements Entitlements Screen Metrics View The Metrics view. If the unit is Days. chosen from a dialog box. Figure 4-14. Fields Type Selected Fields for the Metrics List Applet Description The type of performance measurement for the selected entitlement. NOTE: A Response Time metric is required for calculating Commit Time in the Service Request view (see “Service Requests Views” on page 2-33). Units The unit of measurement. this value must be an integer. Value A type-in field for the value of the measurement. Commit Time is not calculated.

Read-only.Service Agreements Entitlements Screen Preventive Maintenance View The Preventive Maintenance view. The available names are only those PM plans that are valid. PM Plans List Applet in the Preventive Maintenance View Table 4-13. Table 4-13 describes the fields in this view. Field Name Active Description Fields in the PM Plans List Applet Description The name of a preventive maintenance plan.1 . associates preventive maintenance plans with entitlements. This view contains the Entitlements applet (see “Accounts View” on page 4-30) and the PM Plans applet. 4 Figure 4-15. Read-only. 4-34 Siebel Field Service Guide Version 6. Filled in automatically with the name of the PM plan. chosen from a dialog box. Figure 4-15. Filled in automatically with the name of the PM plan.

except for Install Quantity. filled in automatically.1 Siebel Field Service Guide 4-35 . This number applies only to assets of non-serialized products. Figure 4-16. associates assets and products with entitlements. Field Asset Number Serial Number Product Part Number Account Name Install Quantity Fields in the Products List Applet Description (Sheet 1 of 2) The number assigned to an asset. Selecting this name automatically fills in the Part Number. The part number of the asset. Version 6. Selecting this number automatically fills in all other fields. The name of a product. The serial number of the asset.Service Agreements Entitlements Screen Products View The Products view. A type-in field for the number of products of this type. This view contains the Entitlements applet (see “Accounts View” on page 4-30) and the Products applet. chosen from a dialog box. if available. The name of the account owning the asset. 4 Figure 4-16. chosen from a dialog box. Table 4-14 on page 4-35 describes the fields in this view. Products List Applet in the Products View Table 4-14.

A check box indicating that travel for this activity should be billed. Not applicable. Service Detail List Applet in the Service Details View Table 4-15. records the billing details for service activities associated with entitlements. 4 Figure 4-17. A check box indicating that labor for this activity should be billed. Warranty Start Date Warranty End Date Service Details View The Service Details view. Figure 4-17. 4-36 Siebel Field Service Guide Version 6.1 . A check box indicating that parts used for this activity should be billed. Field Activity Type Travel Time Billable Labor Billable Parts Billable Fields in the Service Detail Applet Description The type of activity for which billing data is specified.Service Agreements Entitlements Screen Table 4-14. chosen from a picklist. Field Install Date Fields in the Products List Applet Description (Sheet 2 of 2) The date the asset was installed. Table 4-15 describes the fields in this view. Not applicable.

Agreements Reports The Reports menu provides reports for Agreements. Provides all information about each agreement and associated line items. Chart Trend Analysis by Effective Date Trend Analysis by Expiration Date 4 Agreements Analysis Analysis The number of agreements beginning as a function of calendar period. printing three agreements per page. listed in Table 4-17. Table 4-16. The number of agreements ending as a function of calendar period. listed in Table 4-16.Service Agreements Agreements Charts Agreements Charts The Agreements screen provides charts for analysis.1 Siebel Field Service Guide 4-37 . Version 6. Table 4-17. Report Agreement Summary Current Agreement Detail 4 Agreements Reports Description Provides a summary of each agreement.

choose an entitlement for this agreement. 6 Add a new record to the Accounts applet. 2 In the Agreements applet. 5 Choose Entitlements © Accounts (see “Accounts View” on page 4-30).Service Agreements Setup and Configuration Setup and Configuration This section includes procedures for setting up activities for Field Service.1 . as needed. Use the query string Entitlement*. To associate accounts with entitlements 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). 7 Check the All Contacts and All Products boxes. choose an agreement. 4 Click the name of the entitlement. You see Entitlements © Metrics. 3 In the Entitlements applet. 3 Select a preference and set the value field to TRUE or FALSE. 4 To set system preferences for entitlements 1 Choose Application Administration © System Preferences 2 Select or query the system preferences for entitlements. See “Specifying Entitlement Rules” on page 4-45 for a discussion of these preferences. 4-38 Siebel Field Service Guide Version 6. 4 Setting Up Entitlements Follow these procedures to set up entitlements. then choose an account from the dialog box.

4 Click the name of the entitlement. You see Entitlements © Metrics. 4 Click an entitlement in the Entitlements list applet. as needed. To associate all contacts for an account with an agreement 1 Choose Agreements © All Agreements. 2 Select an agreement. 3 In the Entitlements applet. Version 6. 6 Add a new record to the Contacts applet: then choose the name of a contact for this account from the dialog box. 2 In the Agreements applet.Service Agreements Setup and Configuration To associate contacts with entitlements 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). 7 Click the All Contacts check box to specify that all contacts associated with this account and entitlement are covered under the agreement. 8 Add a PM plan to the entitlement. 3 In the Name column. choose an entitlement for this agreement.1 Siebel Field Service Guide 4-39 . You see Entitlements © Metrics. 5 Choose Entitlements © Contacts (see “Contacts View” on page 4-31). 7 Complete the other fields. You see Agreements © Entitlements. 6 Select an account. choose an agreement. click the name of the agreement. 5 Choose Entitlements © Accounts.

2 In the Agreements applet. You see Entitlements © Metrics. 5 Choose Entitlements © Products (see “Products View” on page 4-35). You see Entitlements © Metrics. choose an entitlement for this agreement. To associate a preventive maintenance plan with entitlements 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). 3 In the Entitlements applet. as needed. 4-40 Siebel Field Service Guide Version 6. 3 In the Entitlements applet. 4 Click the name of the entitlement. 6 Add a new record to the PM Plans applet. choose an agreement.Service Agreements Setup and Configuration To associate products and assets with entitlements 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). then choose the name of a plan from the dialog box.1 . choose an agreement. 6 Add a new record to the Products applet 7 Choose either the name of a product or an asset number from the lists. 8 Complete the other fields. 5 Choose Entitlements © Preventive Maintenance (see “Preventive Maintenance View” on page 4-34). choose an entitlement for this agreement. 2 In the Agreements applet. 4 Click the name of the entitlement.

6 Choose a type of metric from the dialog box. Version 6. 2 In the Agreements applet. as needed. 4 In the Entitlements applet. 8 Complete the other fields.Service Agreements Setup and Configuration Associating a service calendar with an entitlement 1 Choose Agreements © All Agreements. 4 Click the name of the entitlement. You see Agreements © Entitlements. add a new record. You see Entitlements © Metrics (see “Metrics View” on page 4-33). 5 Click the Service Calendar field and choose a service calendar from the Pick Service Calendar dialog box. 2 Select an agreement.1 Siebel Field Service Guide 4-41 . choose an entitlement for this agreement. To add performance measurements (metrics) for an entitlement 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). 3 In the Entitlements applet. 3 In the Name column. 5 Add a new record to the Metrics applet. 7 Type in the value of the measurement. click the name of the agreement. choose an agreement.

This replaces the agreement number. 5 Complete the other fields as needed. 2 Add a new record. A new account record has Service Related checked. as needed. 2 In the Agreements applet. Status set to Current. 3 Create a new record in the Activities applet. select an agreement. Change these as needed. replace the default account name with an account from the dialog box. 5 Complete the other fields. 4 Choose a template for the activity plan. 4 To create new service agreements 1 Choose Agreements © All Agreements (see “All Agreements View” on page 4-12). 4 Fill in the description of the activity. as needed.Service Agreements Setup and Configuration Setting Up Service Agreements Follow these procedures to set up agreements. To add activities to an agreement 1 Choose Agreements © All Agreements (see “All Agreements View” on page 4-12). 4 In the Account column. 2 In the Agreements applet.1 . 3 Create a new record in the Activity Plans applet. To associate activity plans (and associated activities) with an agreement 1 Choose Agreements © Activity Plans (see “Activity Plans View” on page 4-16). and Type set to Service Level Agreement. 3 Type the agreement name in the Name column. select an agreement. 5 Complete the other fields. 4-42 Siebel Field Service Guide Version 6.

This choice automatically fills in the contact information.1 Siebel Field Service Guide 4-43 . 3 Choose Agreements © Financial Details (see “Financial Details View” on page 4-22). select an agreement. To define financial details of agreements 1 Choose Agreements © All Agreements (see “All Agreements View” on page 4-12). Version 6. 2 Select an agreement. 6 Complete the other fields. billing. 5 To change the legal. or shipping contact. as needed. 4 Choose an account. 3 Click the account name. 2 In the Agreements applet. 4 Complete the fields in the Agreement and Financial Summary applets. You see Accounts © Contacts (see “Contacts View” on page 2-27).Service Agreements Setup and Configuration To create administrative contacts 1 Choose Agreements © Administrative Contacts (see “Administrative Contacts View” on page 4-17). 4 Create a new record to add a contact to this account. To associate contacts with an agreement 1 Choose Agreements © All Agreements (see “All Agreements View” on page 4-12). click the respective field and choose a name from the list of contacts for that account. 3 Create a new record in the Administrative Contacts applet. 2 Select an agreement.

1 . 2 In the Agreements applet. as required. To include products in a service agreement 1 Choose Agreements © List Items (see “Line Items View” on page 4-26). 3 Add a new record to the Entitlements applet. select a service agreement. 3 Choose Agreements © Terms and Totals (see “Terms and Totals View” on page 4-28). 4-44 Siebel Field Service Guide Version 6.Service Agreements Setup and Configuration To define entitlements for a service agreement 1 Choose Agreements © Entitlements (see “Entitlements View” on page 4-20). 2 In the Agreements applet. 4 Complete the fields in the Terms applet. select an agreement. 3 Add a new record to the Line Items applet. 5 Choose Agreements © Administrative Contacts (see “Administrative Contacts View” on page 4-17). 2 Select an agreement. 4 Complete the fields. 5 Complete the other fields. 6 Complete the fields for billing and shipping. To define billing terms and shipping information for agreements 1 Choose Agreements © All Agreements (see “All Agreements View” on page 4-12). as needed. 4 Choose a product for this line item.

1 Siebel Field Service Guide 4-45 . Settings for Agreements/Entitlements in the System Preferences Applet Description This setting checks that the contact requesting service is authorized to do so. Table 4-18. which are set to TRUE or FALSE (see Table 4-18). 4 Specifying Entitlement Rules Application Administration © System Preferences has three settings for agreements and entitlements. These setting change the entitlements and agreements that appear in the respective applets. Siebel Field Service matches the information in the selected record against the entitlement settings and returns the entitlements that apply. the entitlements displayed must meet one of these criteria: s s 4 (Sheet 1 of 2) System Preference Name Entitlement: Verify Consumer The contact for the entitlement matches the service request contact. If TRUE. If no contact is selected. contact. The following section describes settings that determine how closely the input data is checked.Service Agreements Setup and Configuration Verifying Entitlements Entitlements determine whether a customer receives services. Version 6. and how much they should pay. When the CSR clicks the Verify button (see “Service Requests Views” on page 2-33). and product. Siebel Field Service tries to verify the entitlement using the other settings. and the entitlement account matches the service request account or the account for the contact for the service request. The entitlement account is set to All Contacts (see Table 4-10 on page 4-31). A CSR creates a service request and fills in the account.

Siebel Field Service tries to verify the entitlement using the other settings. The entitlement is set to All Products (see Table 4-10 on page 4-31) and the product or asset for the entitlement matches the product or asset for the service request.Service Agreements Setup and Configuration Table 4-18. it is not displayed.1 . If the entitlement has no start or end date (see “Entitlements View” on page 4-20). 4-46 Siebel Field Service Guide Version 6. If TRUE. s If no product is selected. If TRUE. The entitlement product matches a product in the service request (no asset or serial number specified). the entitlements displayed are only those that provide coverage on the date the service request was opened: a date between the start and end dates for the entitlement. Settings for Agreements/Entitlements in the System Preferences Applet Description (Sheet 2 of 2) System Preference Name Entitlement: Verify Dates This setting checks that the service request falls within the time span of the entitlement. Entitlement: Verify Product This setting checks that the asset or product is entitled to service. the agreements displayed must meet one of these criteria: s s The entitlement asset matches an asset in the service request.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26 Activities View . . . . . . . . . . . . . . . 5-36 Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19 Relationships View . . . . . . . . . . . . . . 5-3 Concepts and Terms . . . .1 Siebel Field Service Guide 5-1 . . . . . . . . . . . . . . . . . 5-5 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Assets 5 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 Product Defects View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Obtaining Information About Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-34 Asset Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Calculating the Value and Cost of an Asset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Obtaining Readings from Assets . . . . . . . 5-21 Sub-Components and Transaction Views . 5-26 Valuation View . . . . . . . 5-30 Preventive Maintenance Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 Asset Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14 Assets Screen . . . . . . . . . 5-12 Marketing Administration Screen . . . . 5-10 Pricing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14 Product Measurements View . . . . . . . . . . 5-7 Setting Up Asset Measurements . . . . . . . . . . . . . . . . 5-16 All Assets View . . . . . . 5-30 Measurements and Readings Views . . . . . . . . . . . . . . . . 5-22 Repair History View . . . . . . 5-9 Screens and Views for Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . 5-40 Asset Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Assets Setup and Configuration . . 5-40 5-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39 Asset Registration . . . . . . . . . . . . . 5-36 Asset Creation . . . . . . . . . . . . . . . . . . . . . . . . 5-36 Setting Up Assets . .1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

must be considered. its dependent assets. based on the warranty. A field service business needs to track its assets. Assets can be related to product defects. a UPS power supply can be related to a group of servers. Assets can have activity records that describe events associated with an asset. the servers that are attached to it. service requests can be related to a specific asset. Assets can be related to preventive maintenance plans. Preventive maintenance actions can be created to service that asset. providing information for preventive maintenance. or down grade. When an asset is returned for repairs. such install. which can be installed at customers’ locations or can be stored within its own warehouses and inventory locations. a user can view all product defects associated with an asset.1 Siebel Field Service Guide 5-3 . Assets can be related to warranties. assets have these properties: s s 5 Assets can contain a hierarchy of other assets as sub-components. Actions. deinstall. These assets can be serialized or non-serialized. and marketing. It also provides a central location for automating the collection of data from assets in the field. a repair record can be associated with the asset. upgrade. s s s s s s s Version 6. a user can view all warranties associated with an asset. So if the UPS power supply must be replaced. billing. For example. a user can view all service requests associated with an asset. Assets can be associated with many of the Siebel business objects. For example. can be performed on the asset by a field service engineer. Assets can be related to or dependent upon other assets. A history of these transactions is maintained for the asset. A CSR can determine whether or not to charge a customer for field service and repairs. repairs. In Siebel Field Service. and a repair history is maintained for that asset.Assets About This Chapter About This Chapter This chapter describes the capabilities in Siebel Field Service for tracking and managing assets.

Assets can have attributes. Siebel Field Service can calculate the current value of an asset based on its condition. increments by 1. These attributes may have counters and gauges associated with them. legal-size. Asset measurement can be set up for these attributes and readings recorded. These readings are the basis for billing.1 . For example. Each counter starts at zero. and color prints produced. an office equipment distributor rents photocopy machines and invoices the customer based on usage. A photocopy machine can have three counters which count the number of standard-size. including documents that are attached to asset records. and for each use. Assets have financial value. Siebel Field Service records the reading of each counter.Assets About This Chapter s Siebel can function as the central store of information about assets. s s 5-4 Siebel Field Service Guide Version 6. Monthly.

These characteristics may be pressure. Cost List Items contains products associated with a cost list.Assets Concepts and Terms Concepts and Terms Assets 5 Products. but serial number tracking is not strictly enforced and is not explicitly identified in any inventory locations. Key characteristics of assets that are diagnostic of the state of an asset. Provides a mapping from an asset’s physical condition and age to a factor that is used to calculate its current value or replacement cost. parts. based on different cost methods. next. or for tracking individual parts in the inventory. Asset mapping Cost list Fee-per-use Measurements Non-serialized assets Readings Version 6. counters. The process of generating revenue based on the actual use of an asset.1 Siebel Field Service Guide 5-5 . along with the cost values for each product. total revolutions. last). A cost list can be associated with a price list. average. or assemblies that need to maintain their own identity—for the reason of maintaining the install base of the customer. The values taken from meters. number of copies. An asset can still be created for this type of product. Cost values are required for costing products. and so on. and gauges associated with assets installed in the field. An asset can be defined for any product and may have a unique asset or serial number (a serialized asset). Readings are records of a measurement that may involve several samples taken over a short period of time or periodic monitoring of a measurement over a longer period of time. Consists of a cost name and a default cost method (standard.

NOTE: Defect Numbers are part of Siebel Quality Management and should not be confused with Defective Tags which are part of Siebel Repair (see Chapter 11. You see Quality © Activities. For details on individual screens. 5 To review all defectives for a selected asset 1 Choose Assets © All Assets. “Repairs”). The Activities applet describes the activities associated with the asset.Assets Application Overview Application Overview This section includes detailed procedures for using the screens and features provided for assets.1 . 5 Obtaining Information About Assets Follow these procedures to obtain information about assets. The Product Defects applet list all of the defects for this asset. 3 Choose Assets © Activities. 4 Click the defect number to see more information about a defect. To review all activities associated with an asset 1 Choose Assets © All Assets. see “Screens and Views for Assets” on page 5-10. 3 Choose Assets © Product Defects. 5-6 Siebel Field Service Guide Version 6. 2 Select an asset. 2 Select an asset.

3 Choose Adjusted from the picklist for Value Basis. write-downs. 2 In the Asset Costing applet. 4 Choose the asset’s condition. if it is not already there. 5 To calculate the adjusted cost of an asset The adjusted cost of an asset is calculated from the original cost. add the original cost. Calculating the Value and Cost of an Asset Follow these procedures to calculate the costs and value of assets.1 Siebel Field Service Guide 5-7 . and so on. 6 Click Recost. 1 Choose Assets © Valuation. Version 6. 5 In the Asset Valuation applet. Field Service calculates the adjusted cost as original cost plus or minus the sum of values in the Amount column of the Asset Valuation applet. 3 Choose Assets © Preventive Maintenance © History. enter a new record for each action that affected the value of an asset. The PM Actions applet describes the preventive maintenance activities associated with the asset. plus the value of enhancements.Assets Application Overview To review preventive maintenance actions associated with specific assets 1 Choose Assets © All Assets. It also includes a factor for the asset’s condition. 2 Select an asset. minus the value of depreciation.

4 In the Asset Measurement list or form applet. 5-8 Siebel Field Service Guide Version 6. choose a Value Basis other than Adjusted from the picklist. 3 In the Asset Valuation applet. 2 In the Asset Valuation applet. 1 Choose Assets © Valuation. choose a Cost List from the picklist. 4 Click Recost. 3 Choose Assets © Measurements. create a new record for each measurement that applies to this asset. 2 Select an asset. NOTE: To set up the measurements that are associated with assets.Assets Application Overview To calculate the value and replacement cost of an asset This method of determining the cost of an asset uses the value basis for the asset. 5 To associate measurements with an asset 1 Choose Assets © All Assets. Field Service calculates the Asset Value and Replacement Cost using one of these methods: s s s If Value Basis = Original Cost Asset Value = Factor x Original Cost Replacement Cost = Factor * Cost List value Setting Up Asset Measurements Follow these procedures to set up measurements of assets. These variables are defined in the Asset Mapping view (see “Asset Mapping View” on page 5-12).1 . see “To set up measurements for assets” on page 5-39.

5 In the Readings applet. Version 6. To record a reading for an asset associated with a selected activity 1 Choose Assets © All Assets. 3 Choose Assets © Readings. 7 In the Assets Measurements applet. 5 To record a reading for an asset 1 Choose Assets © All Assets. You see Activities © Attachments. 5 Click the activity type.1 Siebel Field Service Guide 5-9 . create a new record for each reading associated with this asset and measurement. select a measurement. 2 Select an asset. 8 In the Readings applet. 4 In the Assets Measurements applet. 2 Select an asset. 4 Select an activity associated with this asset. or create a new activity record in the Activities applet. 6 Choose Activities © Measurements.Assets Application Overview Obtaining Readings from Assets Follow these procedures to take readings of measurements from assets. select a measurement. 3 Choose Assets © Activities. create a new record for each reading associated with this asset and measurement.

3 Choose Assets © Charts © Measurement Analysis.Assets Screens and Views for Assets To analyze the results of readings for a selected asset 1 Choose Assets © All Assets. Costing © Asset Mapping Marketing Administration Product Measurements 5-10 Siebel Field Service Guide Version 6. Define measurements that may be obtained from specific assets. Table 5-1. See: “To map the cost of assets for specific product lines” on page 5-38. Screens and Views for Assets Click the name of a screen or view in Table 5-1 to see more information. 2 Select an asset. 4 In the Measurements applet. The Readings applet shows the readings from a selected measurement as a function of the date of the readings. Screen Pricing Administration 5 Screens and Views for Assets Views (Sheet 1 of 2) Role/Procedures (Click to See Full Procedure) Record the factors that are used to calculate the Asset Values and the Replacement Costs on the Asset Valuation screen (see “Valuation View” on page 5-26). select a measurement.1 .

1 Siebel Field Service Guide 5-11 . View the current value of an asset. See: “To calculate the adjusted cost of an asset” on page 5-7 and “To calculate the value and replacement cost of an asset” on page 5-8. Screen Assets Screens and Views for Assets Views All Assets (Sheet 2 of 2) Role/Procedures (Click to See Full Procedure) Define and view assets. Record assets that are subcomponents of specific assets. Create asset transactions manually. Record defects for specific assets. Product Defects Relationships Sub-Components Transactions Repair History Valuation Activities Measurements Reading Preventive Maintenance © History Preventive Maintenance © PM Plans Version 6. View all of the defective tags recorded for an asset. Record preventive maintenance plans associated with assets.Assets Screens and Views for Assets Table 5-1. See: “To create an asset” on page 5-36 and “To associate a backup or dependent asset with a primary asset” on page 5-37. View preventive maintenance actions associated with assets. See: “To create subcomponents” on page 5-37. Define the types of data collected from assets. and view transactions associated with an asset. creating a hierarchy of assets. Record data from measurements of an asset. Record activities that are associated with assets. based on its history. See: “To create subcomponents” on page 5-37 and “To associate manually a transaction with an asset” on page 5-37. Record backup assets and other assets that depend on the operation of any primary asset.

and Cost Method for each asset. for configuring the calculation of an asset’s value. records the factors (percentages) that are used to adjust the cost of assets. Value Basis.1 5-12 Siebel Field Service Guide . Figure 5-1 (Pricing Administration © Costing © Asset Mapping). 5 Figure 5-1. These factors are used to calculate the Asset Values and the Replacement Costs on the Asset Valuation screen (see “Valuation View” on page 5-26). Table 5-2 on page 5-13 describes the fields in this view. Asset Mapping Applets in the Asset Mapping View Version 6. Cost List.Assets Pricing Administration Screen Pricing Administration Screen The Pricing Administration screen has one view. Asset Mapping. Adjustments depend on the Condition. 5 Asset Mapping View The Asset Mapping view.

Assets Pricing Administration Screen Table 5-2. Field Cost List Fields in the Asset Mapping Applets Description The product line to map. chosen from a picklist: s s Product Line Cost Field Asset Value Replacement Condition The condition of the asset. The field in the Asset Costing applet to which a record applies. chosen from a picklist: s s s s s Original Adjusted New Used Refurbished Scrap Cost Method The method for determining the value of an asset. chosen from a picklist. chosen from a picklist: s s s s s Excellent Very Good Good Average Poor Value Basis A variable used to calculate the value of an asset.1 Siebel Field Service Guide 5-13 . Version 6. specified in the cost list. chosen from a picklist. The product to map. chosen from a picklist: s s s s Standard Average Next Last Factor A type-in field containing the factor used to calculate the Asset Value and Replacement Cost on the Asset Valuation screen (see “Valuation View” on page 5-26).

Assets Marketing Administration Screen Marketing Administration Screen The Marketing Administration screen has a Product Measurements view (Marketing Administration © Products © Products Measurements) for defining measurements of specific products. Figure 5-2. 5 Product Measurements View The Product Measurements view. Product Measurements View 5-14 Siebel Field Service Guide Version 6. defines measurements that may be obtained from specific assets.1 . 5 Figure 5-2. Table 5-3 on page 5-15 describes the fields in this view.

A type-in field for the name of the measurement. A type-in field for the expected average of readings. A type-in field describing the physical location on the product of the measurement device. This is greater than or equal to the Minimum. A type-in field for the interval between readings. The largest possible value for the measurement device. or Internet. or Odometer. Cycle Counter. The unit of measurement. chosen from a picklist. for example. kw. in terms of the reading device. for example. The smallest possible value for the measurement device.1 Siebel Field Service Guide 5-15 . Upper Limit Lower Limit Exp Mean Exp Std Dev Usage Basis Version 6. Hourly or Yearly. or ppm. The upper control limit for readings. Chosen from a picklist. Usage Meter.Assets Marketing Administration Screen Table 5-3. Manual. for example. Field Type Name Method Location U/M Conversion Frequency Maximum Minimum Fields in the Product Measurements Applets Description The type of measurement. deg C. The number of days that define the period of expected usage. A type-in field for the expected standard deviation of readings. Dial-up. for example. chosen from a picklist. The lower control limit for readings. The means of collecting the readings of this measurement. Remote. A type-in field for a conversion factor applied to readings. chosen from a picklist. This is less than or equal to the Maximum.

1 .Assets Assets Screen Assets Screen The Assets screen records all information about assets. associated activities. 5 Figure 5-3. sub-components. including service and repair history. 5 All Assets View The All Assets view. and preventive maintenance. Table 5-4 on page 5-17 describes the fields in this view. Asset Applets in the All Assets View 5-16 Siebel Field Service Guide Version 6. Figure 5-3. has a list and a form applet for defining and viewing assets.

A type-in field for the serial number of an asset. Product Part Number Serialized Version Account Site Install Date Registered Date Ship Date Original Cost Warranty Start Date1 Version 6. The name of the party currently in possession of an asset. For serialized products. The date that this asset was first installed at the account site. The user can replace this number with a serial number. The version of the asset. Field Selected Fields in the Asset Applets Description (Sheet 1 of 2) Asset Number A unique number assigned to each asset of a product. The first day of the warranty period. Date the asset was registered by the customer (for example. tracked as one asset. The location of the account. The date that this asset was first shipped to the account. A check box indicating that an asset is serialized. Siebel Field Service generates an asset number. See the Products screen and the “Product Field Service Details View” on page 3-32. this number can be larger than 1. The initial cost of the asset at the time it was shipped. Serial numbers are optional for non-serialized products. The part number assigned to a product. An asset number can be reused for an asset of another product. this number can only be 1. filled in with the selection of an account. for example. chosen from a dialog box. This check box is completed automatically if the product is serialized. For non-serialized products. chosen from a picklist. filled in with the selection of a product. The name of the product.1 Siebel Field Service Guide 5-17 . a car can have four tires. Assets must have serial numbers for products defined as serialized. A serial number entered in this field also appears in the Asset Number field. by a warranty registration card or a Web site). Initially. replacing the assigned asset number.Assets Assets Screen Table 5-4. chosen from a dialog box. Serial Number Quantity The number of assets.

chosen from a picklist. used for accounting purposes. if it is in the inventory of the service business.1 . 5-18 Siebel Field Service Guide Version 6. The address of the FSE responsible for this asset.Assets Assets Screen Table 5-4. chosen from a picklist: s s s Evaluation Pilot Production Asset Tag Contact Employee Personal Address Inventory Location The Id number on a label attached to a product. chosen from a picklist. The coverage of a warranty. but not used in this version.5. Field Selected Fields in the Asset Applets Description (Sheet 2 of 2) Warranty End Date1 Warranty Type1 The last date of a warranty period. Provided for continuity with Siebel Field Service version 5. The location of an asset. The name of the FSE responsible for this asset. 1. The name of the person at the customer site who is responsible for this asset. chosen from a picklist: s s s Full Hardware Only Software Only Status The state of an asset.

Table 5-5. Wrong Behavior. Field Product Defects List Applet in the Product Defects View Selected Fields from the Product Defects List Applet Description The unique number assigned to a reported product defect. Table 5-5 describes the fields in this view. chosen from a picklist. Figure 5-4. A short description of the defect. Click this number to see details of the defect and activities resulting from this defect. or Minor Error. Note that Defect Numbers are part of Siebel Quality Management and should not be confused with Defective Tags. chosen from a dialog box.1 Siebel Field Service Guide 5-19 . Version 6. Feature Inaccessible. (Sheet 1 of 2) Defect Number Product Abstract Severity The name of the product. has a list applet for recording defects for specific assets. The quality of a defect. Crash/Data Loss. which are part of Siebel Repair. for example. 5 Figure 5-4.Assets Assets Screen Product Defects View The Product Defects view.

Abnormal Usage or User Related. Open. for example. The cause of the defect. chosen from a picklist. Unassigned. for example.1 . chosen from a picklist. The name of the group responsible for correcting this defect. Assigned.Assets Assets Screen Table 5-5. Very High or Low. The type of defect. The name of the person responsible for correcting this defect. A further definition of the state of a defect. or Canceled. chosen from a dialog box. or Resolved. Reported By 5-20 Siebel Field Service Guide Version 6. chosen from a picklist. The subclass of defect. for example. chosen from a picklist. for example. chosen from a picklist. The state of a defect. chosen from a picklist. The default is the login name of the person creating the record. The class of defect. chosen from a dialog box. The name of the person reporting the defect. chosen from a picklist. chosen from a dialog box. Closed. Field Priority Status Sub-Status Area Sub-Area Owner Group Type Cause Selected Fields from the Product Defects List Applet Description (Sheet 2 of 2) A priority assigned to the correction of a defect.

hospital medical equipment is dependent on the power system. Relationships List Applet in the Relationships View Version 6. the engineer would make sure that the medical equipment was switched to the backup power supply before down taking the primary power supply. 5 Figure 5-5. By checking this view. the engineer can tell what other assets may be affected by a defective asset.Assets Assets Screen Relationships View The Relationships view has a list applet. for recording backup assets and other assets that depend on the operation of a primary asset. An example of a dependent asset is a hospital power system. Backup or dependent assets are dependent on other assets for their normal operation. The FSE can then take steps to make sure that no unintended disruptions occur. In this example.1 Siebel Field Service Guide 5-21 . Figure 5-5. Table 5-6 on page 5-22 describes the fields in this view.

There can be a hierarchy of assets. Removing a subcomponent requires another transaction of the type DeInstall. chosen from a picklist: s s Related Asset Number Related Asset Serial Number Related Asset Product Name Relationship Backup Dependent Sub-Components and Transaction Views The Sub Components list applet in the Sub-Components view. The relationship of the related part to the primary asset. The product name of the related part. (see the Transcations and Sub-Component applets in Figure 5-7 on page 5-24). Subcomponents are themselves individual assets that must exist before entering them into subcomponent relationships. by defining each level in the hierarchy as a sub-component. The serial number of the related part. 5 5-22 Siebel Field Service Guide Version 6. along with the Sub-Components view to create subcomponents. Transactions of the type Install create subcomponents.1 . Field Selected Fields in the Relationships List Applet Description The asset number of the related part.Assets Assets Screen Table 5-6. displays assets that are subcomponents of specific assets. Figure 5-6 on page 5-23. Use the Transactions view.

Assets Assets Screen Installation and de-installation of sub-components are two transactions provided with Siebel Field Service. Figure 5-6. They can be entered manually in the Transactions applet. NOTE: The asset transactions (Install. Upgrade. or field part movements can create these transactions automatically (see “Parts Movement Administration View” on page 7-14). and Downgrade) do not update directly quantities for inventory buckets. De-Install. Sub-Components List Applet In the Sub-Components View Version 6.1 Siebel Field Service Guide 5-23 .

chosen from a dialog box. The serial number of an asset. The name of the product. Field Transactions and Sub-Components List Applets In the Transcations View Fields in the Transactions Applet Description Date that this transaction record was created. see Table 5-4 on page 5-17 for the Assets applets. This applies only to un assets. Figure 5-7. chosen from a picklist: s s s s Transaction Date Transaction Type DeInstall Downgrade Install Upgrade Asset Number Serial Number Quantity Product A unique number assigned to each asset. For serialized products. 5-24 Siebel Field Service Guide Version 6. For the definition of the fields in the Sub-Components applet in the Subcomponents view or the Transcations view. this value is 1. The number of assets. Table 5-7.1 . The type of transaction.Assets Assets Screen Table 5-7 describes the fields in the Transactions view.

chosen from a dialog box. Version 6. The name of the product. The serial number of an asset.1 Siebel Field Service Guide 5-25 . this value is 1.Assets Assets Screen Table 5-8. The number of assets. The type of transaction. This applies only to an assets. Field Fields in the Sub-Components Applet Description Date that this transaction record was created. For serialized products. chosen from a picklist: s s s s Transaction Date Transaction Type DeInstall Downgrade Install Upgrade Asset Number Serial Number Quantity Product A unique number assigned to each asset.

while a used asset in average condition would be 40% of the cost list value). a new asset in excellent condition would be 100% of the cost list value. Figure 5-8. Alternatively.1 . Figure 5-9 on page 5-27 and Figure 5-10 on page 5-29. The first method is based on the original cost of the asset. lists all of the defective tags recorded for an asset. Table 5-9 on page 5-28 and Table 5-10 on page 5-30 describe the fields in this view. plus or minus changes to the asset (such as upgrades or damage). 5 Figure 5-8. based on its history. see “Asset Mapping View” on page 5-12. The percentage is based on the current condition of the asset (for example. This is an accurate method for tracking assets. but requires entry of detailed asset information. a simple approach is to have assets valued as a percentage of their value on the cost list. See “Repair History View” on page 11-22 for details. There are two ways that assets can be valued. Repair History List Applet in the Repair History View Valuation View The Valuation view.Assets Assets Screen Repair History View The Repair History view. 5 5-26 Siebel Field Service Guide Version 6. calculates the current value of an asset. For information about setting these percentages.

Asset Mapping must provide mapping for Asset Value and Replacement Cost. NOTE: Asset actions can have negative cost values to reflect devaluation in the asset cost if applied. Depreciation. a cost list. condition. Recost Button The Recost button in the Asset Costing applet (Assets © Valuation) is used to assess an asset’s cost.Assets Assets Screen Both cost and value are important. and applying the factor from Asset Mapping. if the mapping is unavailable. Figure 5-9. the values are calculated by taking the cost of the asset from the cost list factoring in the cost method. Deinstall. To calculate the current cost and the replacement value of the asset. An asset is valuated based on the actions (Damaged. Refurbished. as they allow businesses to report accurately the value of their inventory and make repair versus replace decisions based on asset valuation. Up-grade. the factor defaults to 100%. On activating the Recost button. Asset Costing Form Applet in the Valuation View Version 6. and this cost increases or decreases the cost of the asset.1 Siebel Field Service Guide 5-27 . and value basis must be selected. and so on) applied to it. These actions have a cost associated with them.

A type-in field for the initial cost of the asset at the time of shipping. Check with your system administrator for more information. depending on the setting for Value Basis. for example. The cost list used to determine the cost of this asset. between the date that the asset was recorded in Siebel Field Service and the current date. Cost Original Order Asset Age Days Installed Accounting Expensed Capitalized Condition Cost List The condition of the asset.Assets Assets Screen Table 5-9. Field/Button Recost Fields in the Asset Costing Form Applet Description (Sheet 1 of 2) This button calculates the Adj. Cost or the Asset Value and Replacement Cost. between the date that the asset was installed and the current date. calculated as the sum of the Original Cost and Adjustment. or a purchase order for external products. Depending on the system configuration. in days. chosen from a picklist. Excellent or Average. this value can come from a back office system. Cost. a cost list. The accounting method used for this asset.1 . in days. The number of the first order for the asset. The time period. chosen from a picklist. The revised cost for an asset. it is the sum of the Amounts column in the Asset Valuation applet. The time period. The difference between the Original Cost and the Adj. chosen from a picklist: s s Original Cost Adjustment Adj. 5-28 Siebel Field Service Guide Version 6.

Original Cost. Used. Replacement. Value Basis.Assets Assets Screen Table 5-9. Value from Asset Mapping.1 Siebel Field Service Guide 5-29 . Condition. Value from Asset Mapping. Condition. Calculates the asset value from the Original Cost. Field/Button Value Basis Fields in the Asset Costing Form Applet Description (Sheet 2 of 2) A category used to calculate the value of an asset. The cost from the cost list. Figure 5-10. and Asset Mapping. Value Basis. and Adjusted Cost. Asset Valuation List Applet in the Valuation View Version 6. the Condition. New. chosen from a picklist: Original. calculated from a cost list. Scrap. The cost to replace an asset. and Asset Mapping (see “Asset Mapping View” on page 5-12). Asset Value Replacement Cost The value of an asset. the Condition. Refurbished. Calculates the asset value from the Adjusted Cost. calculated from a cost list. Adjusted. and Asset Mapping.

chosen from a picklist: s s s s s s s s Upgrade Damage Refurbish Write-Down De-Install Depreciation Restoration Renovation Amount Description The change in value of an asset as the result of the corresponding action. Capture important performance and quality data. 5-30 Siebel Field Service Guide Version 6.Assets Assets Screen Table 5-10. fee-per-use. Field Action Selected Fields in the Asset Valuation List Applet Description The action leading to a change in the value of an asset. see “All Activities View” on page 3-17. Automate meter reading. and other service models based on usage. Measurements and Readings Views The Measurements and Readings views address these business needs: s s s s 5 Capture asset usage and compare the actual versus expected usage.1 . For information about the Activities applet. A required description of the action that changed the value of this asset. Table 5-11 on page 5-31 and Table 5-12 on page 5-33 describe the fields in this view. Activities View 5 The Activities view records activities that are associated with an asset. Capture data in support of preventive maintenance.

Figure 5-11. records data from measurements of an asset. The choices depend on the measurements defined for the product. The method for obtaining a measurement. The name of a measurement. inherited from the Product Measurements view. Figure 5-12 on page 5-33. defines the types of data collected from assets. Asset Measurements Applet in the Measurements View Table 5-11. on the Marketing Administration screen (see “Product Measurements View” on page 5-14). Figure 5-11. chosen from a picklist: s s s s Name Method Manual Remote Dial-up Internet Version 6.1 Siebel Field Service Guide 5-31 .Assets Assets Screen The Measurements view. Read-only. The Readings view. Field Type Fields in the Asset Measurements Applet Description (Sheet 1 of 2) The characteristic used to measure for an asset. chosen from a dialog box.

A conversion factor (multiplier) for the readings. A type-in field for the expected standard deviation of readings. A type-in field for the expected usage for an asset. A type-in field for the average of readings. Hourly or Yearly. for example. A type-in field for the expected average of readings. A type-in field for the average of readings for usage-based measurements. Field Location U/M Conversion Fields in the Asset Measurements Applet Description (Sheet 2 of 2) A type-in field for the location of a gauge or meter attached to an asset. for example. It could define the relationship between samples and readings. This is greater than or equal to the Minimum. This field is not used in the out-of-box Field Service application. used to locate this measuring device. The largest possible value for the measurement device. A type-in field for the standard deviation of readings. The date on which statistical values for a measurement are calculated. The smallest possible value for the measurement device.1 . The upper control limit for readings. 5-32 Siebel Field Service Guide Version 6. The time period. in days. This is less than or equal to the Maximum. The lower control limit for readings. miles or copies per usage basis. over which the Expected Usage is to occur. The interval between readings. Unit of measure. These fields are provided for users to enter calculated values from asset readings. from a picklist.Assets Assets Screen Table 5-11. Frequency Maximum Minimum Upper Limit Lower Limit Expected Mean Expected Std Dev Expected Usage Usage Basis (Use) Calculated As of1 Calculated Mean1 Calculated Std1 Calculated Avg1 1. chosen from a picklist.

Asset Readings Applet in the Readings View NOTE: The toggle in the Readings applet presents form and list views. Field Created Created By Reading # Time Taken Reading U/M Complete Fields in the Asset Readings Applet Description The date the record was created. Table 5-12.Assets Assets Screen Figure 5-12. Read-only. this record is read-only. The unit of measurement for this reading. Type-in fields for one to three sample readings. A unique Id assigned to this record. The time of the reading. The value of a reading. Sample 1. from a picklist. Once checked. 2.1 Siebel Field Service Guide 5-33 . 3 Version 6. The name of the person who created the record. A check box indicating that the reading is final.

PM Plans. Figure 5-13. History View 5-34 Siebel Field Service Guide Version 6. Displays preventive maintenance actions associated with assets (Figure 5-13).1 . Records preventive maintenance plans associated with assets s (Figure 5-14 on page 5-35).Assets Assets Screen Preventive Maintenance Views The Preventive Maintenance view contains two sub-views: s 5 History.

the Preventive Maintenance engine considers all PM Plans associated with each asset. PM Plans Applet in the PM Plans View The Auto PM buttons in the History view allow users to run interactively the Preventive Maintenance engine for selected assets. and the Preventive Maintenance engine.1 Siebel Field Service Guide 5-35 .Assets Assets Screen Figure 5-14.” Version 6. For more information about the PM plans. PM actions. “Preventive Maintenance. see Chapter 12. When run this way.

4 Fill in the other fields.1 . 1 Select an asset. 3 Choose a product from the dialog box. 3 In the Product Defects applet.Assets Asset Chart Asset Chart The Asset screen has a Measurement Analysis chart that shows the readings from a selected measurement as a function of the date of the readings. create a new record. create a new record. 5 Setup and Configuration This section includes procedures for setting up assets. or click New to define a new defect. 5 Setting Up Assets Follow these procedures to set up assets. 5-36 Siebel Field Service Guide Version 6. either select an existing defect and click Add. The upper and lower limits of readings are also shown on the graphs. 4 In the Add Product Defects dialog box. 5 To create an asset 1 Choose Assets © All Assets. 2 In either the form or list Assets applet. To associate defects with an asset 1 Choose Assets © All Assets. as required. 2 Choose Assets © Product Defects.

query an asset that will have one or more sub-components.1 Siebel Field Service Guide 5-37 . 2 Select an asset. To associate manually a transaction with an asset 1 Choose Assets © Transactions. 3 Choose Assets © Relationships. 2 In the Assets applet. 5 Choose an asset number. Version 6. 4 Choose a transaction type. as required. 4 In the Relationships view. create a new record and add a related asset number and a relationship. query an asset. 3 Create a new transaction record. To create subcomponents 1 Choose Assets © Transactions. The new sub-component appears in the Sub-Components list applet. NOTE: The Sub-Components list applet in the Transactions view updates only after returning to this view. choose Install. 2 In the Assets applet.Assets Setup and Configuration To associate a backup or dependent asset with a primary asset 1 Choose Assets © All Assets. 6 Choose Assets © Sub-Components. 3 In the Transactions applet. 4 For the Transaction Type. create a new record. 5 Fill in the other fields. choose an asset from the dialog box. 5 For Asset Number.

3 Specify the Cost List and Product Line. 7 Add a value for the Factor field (percentage). Asset value and Replacement specify two different methods of calculating the cost.Assets Setup and Configuration To map the cost of assets for specific product lines Asset mapping records the factors that are used to adjust the cost of assets. If there are no records for Asset Costing and a cost list is specified. both chosen from a picklist. 5-38 Siebel Field Service Guide Version 6. or both.1 . the “Valuation View” on page 5-26 uses the asset cost from the Cost List and Cost List Line Items views. NOTE: Asset mapping applies to product lines and all assets that belong to the same product line and cost list. and Cost Method for each asset. Cost List. This factor applies to all of the unspecified cases of Condition. 1 Choose Pricing Administration © Costing © Asset Mapping. See “Valuation View” on page 5-26 for details. add a new record. It should match the cost method used in the Cost List Line Items view. Value Basis. 6 Choose from the picklists the Condition and Value Basis for this record. 5 For the Cost Field. 2 In the Asset Mapping list or form applet. These factors are used to calculate the Asset Values and the Replacement Costs on the Asset Valuation screen (see “Valuation View” on page 5-26). 4 Specify the Cost Method for this product line. specify Asset value or Replacement. Adjustments depend on the Condition. that record overrides the default record. NOTE: You can assign the same factor to all cases of Condition and Value Basis by leaving these values blank in a record and adding a value for Factor. If another record specifies either Condition or Value Basis. Value Basis.

1 Siebel Field Service Guide 5-39 . qty 1. Qty 16. 2 Select an asset. serial number ###). 5 Version 6. For example. RAM (product RAM. For all inventory transactions involving serialized products. create a new record for each PM plan associated with this asset. no serial number). an asset is considered equivalent to one part (quantity = 1). a PC is an parent asset (A1) that has child assets: a motherboard (product M. The definition of assets allows users to define a complete asset hierarchy. 3 Choose Marketing Administration © Products © Product Measurements.Assets Setup and Configuration To associate preventive maintenance plans with assets 1 Choose Assets © All Assets. 3 Choose Assets © Preventive Maintenance © Plans. create a new record for each measurement that applies to this product. 4 In the Plans applet. 2 Select a product. and so on. 4 In the Product Measurement list or form applet. 1 Choose Marketing Administration © Products © All Products. To set up measurements for assets Measurements are defined for products and apply to assets of that product. Asset Creation An asset can be created for any product by assigning an asset Id and quantity = n.

The change is effected by two asset transactions.1 . Consider a scenario where a PC (asset #A) has a defective HDD (asset #H) that needs to be replaced with another HDD (asset #N). 5-40 Siebel Field Service Guide Version 6. There may be more types of asset transactions allowing the users to track the complete history of an asset. The second installs the new HDD (N) on the parent asset (A). 5 Asset Transactions 5 The install base is maintained using asset transactions. All registered assets for an account can be viewed from the Accounts screen. One deinstalls the defective asset (H) from the parent asset (A).Assets Setup and Configuration Asset Registration An asset can be registered to either a contact or an account.

. 6-13 Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Obtaining Information About Warranties . . . . . . . . 6-17 Field Service Details View . . . . . . . . . . . . . . . . . . . 6-12 Assets Screen . . . . . . . . . . . . . . . . 6-16 Repairs View . . . 6-13 Orders Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 Warranty Products View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11 Service Providers View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Service Requests Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14 Products Screen . . . . . . . 6-4 Screens and Views for Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-17 Version 6. . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 6-1 . . . . . . . 6-17 Setting Up Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 Application Overview . . . . . . . . . 6-9 Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Repairs Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Warranties View . . . 6-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Business Scenario . . . 6-14 Line Item Warranties View . .Warranties 6 About This Chapter . . . . . . . . . . . . . . . . . 6-8 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Each warranty includes a duration and specifies the covered products.1 . and closed-loop handling.Warranties About This Chapter About This Chapter This chapter describes how to use Siebel Field Service to track the layers of warranties for products through all phases of field service. and service providers. the user can click the Check Warranty button to immediately find out the valid warranty coverage based on a specified day. based on the warranty recovery process. immediate recognition. Warranties view. the user can activate the warranty by clicking the Get Warranties button on the Assets screen. and component warranties. When an asset returned from the field is still under warranty. When creating a service request or Defective Tag for repairing an asset. and each line item is tracked through closure. Siebel Field Service offers multi-level warranty tracking. an order can be created for the warranty provider. The number of days remaining on the warranty is automatically tracked. and selection of Go to Warranty. costs. These warranties are separate from entitlements that are sold to a customer. manufacturer. 6 6-2 Siebel Field Service Guide Version 6. Warranties are categorized into three types: product. When an asset is created for a product that is covered by a warranty. The user sees immediately the valid coverage type and can see the details with a right mouse click.

The CSR added this new service to the customer’s existing service contract. Protects the customer from any financial burden if the product fails. Typically. The CSR was able to quickly furnish this information by using the Warranties view (see “Warranties View” on page 6-16) on the assets screen. and when. 6 Concepts and Terms Manufacturer’s warranty 6 Protects the product user from any additional financial liability if the product fails and requires replacing during the warranty period. This type of warranty can overlap with the manufacturer’s warranty. service provider. the seller. The CSR checked the warranty. without the buyer’s knowledge. helping the customer to plan for future decisions. who was responsible for the production of the part.1 Siebel Field Service Guide 6-3 . The CSR offered a new extended warranty to the customer and the customer accepted. Another customer asked the CSR about the status of a part replacement. The original warranty from the component or subassembly manufacturer. or re-seller of the product offers this warranty. for a limited period of time after purchase. It is like a guarantee or quality certification for 30 to 180 days. The customer asked how many other assets in the system would be coming off warranty. Component warranty Product warranty Version 6. which was close to expiration.Warranties Business Scenario Business Scenario A customer called in to report a product failure. The CSR found the customer’s Service Request and verified that the parts were shipped out to the manufacturer for repair under warranty and at no charge to the customer.

6-4 Siebel Field Service Guide Version 6. 6 Obtaining Information About Warranties To check the Ship Date. 6 To check the warranties for a product 1 Choose Products © All Products. The Warranties applet shows the warranties associated with this product. click Get Warranties. and Register Date for assets covered by a warranty 1 Choose Assets © All Assets. 2 Select an asset. 4 In the Warranties applet. To check the products covered by a warranty 1 Choose Service Administration © Warranty Products (see “Warranty Products View” on page 6-11). The Products applet shows the products covered by this warranty. 2 Query a warranty.1 . and the register date. see “Screens and Views for Warranties” on page 6-8. For details on individual screens. The Warranties applet displays all warranties associated with a product. The Assets applet shows the ship date. and the number of days left. 2 Select a product. the start and end date of the warranties. install date.Warranties Application Overview Application Overview This section provides detailed procedures for using the screens and features provided for warranties. 3 Choose Assets © Warranties. 3 Choose Products © Warranties. Install Date.

Warranties
Application Overview

To check warranties for an asset
1 Choose Assets © All Assets. 2 Select an asset. 3 Choose Assets © Warranties. 4 In the Warranties applet, click Get Warranties.
The Warranties applet displays all warranties associated with a product.

To check warranties for service requests
1 Choose Service Requests © Field Service Details (see “Field Service Details View” on page 6-17). 2 Select a service request. 3 Set a date on which the warranty status is to be assessed, in the field Warranty As of. The default date for this field is the date the service request was created. 4 Click Check Warranty.
This shows which, if any, warranties are in effect on the selected date. To find out the status of warranties on another date, change the date for Warranty As of and click again on Check Warranty.

5 For information about the warranties, right-click anywhere in the Field Service Details applet and choose Go to Warranty from the menu.
You see Assets © Warranties, which shows the warranties for this asset (see “Warranties View” on page 6-13).

To check warranties for an order
1 Choose Orders © All RMAs/Service Orders. 2 Select an order. 3 Choose RMAs/Service Order © Line Items. 4 In the Line Items applet, select the line item. 5 Choose RMAs/Service © Line Item Warranties.

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Application Overview

6 The Warranties applet displays the warranties for this order.

To identify the service providers for a warranty
1 Choose Service Administration © Warranties © Service Providers (see “Service Providers View” on page 6-12). 2 Query a warranty.
The Service Provider applet shows the service providers for this warranty.

To track warranty recovery
1 Choose Orders © All RMAs/Service Orders. 2 Select an order with the type RMA. 3 Choose RMAs/Service Order © Line Items. 4 In the Line Items applet, select the line item returned for warranty recovery. 5 Choose RMAs/Service © Line Item Warranties (see “Line Item Warranties View”). 6 In the Warranties applet, select or add the record for the appropriate warranty. 7 Record the warranty claim information (see Table 6-6 on page 6-15).

To check the warranty status for defective parts
1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 2 Select a Defective Tag record. 3 Set a date for which the warranty status is to be assessed, in the field Warranty As of. 4 Click Check Warranty.
This shows which warranties are in effect on the selected date. To find out the status of warranties on another date, change the date for Warranty As of and click again on Check Warranty.

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Application Overview

5 For information about the warranties, right-click anywhere in the Repairs form applet and choose Go to Warranty from the menu.
You see Assets © Warranties, which shows the warranties for this asset (see “Warranties View” on page 6-13).

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Screens and Views for Warranties

Screens and Views for Warranties
Click the name of a screen or view in Table 6-1 to see more information.
Table 6-1.
Screen Service Administration

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Screens and Views for Warranties
Views Warranties © Warranties Role/Procedures (Click to see full procedure.) Create warranties and their terms for all products and service providers under the care of a service business. Specify the products covered by a warranty. See: “To check the products covered by a warranty” on page 6-4. Record the service providers for a warranty. See: “To identify the service providers for a warranty” on page 6-6. View the warranties associated with selected assets. See: “To check warranties for service requests” on page 6-5. Associate warranties with assets in an order; track warranty claims; and record details of expected credit recovery. See: “To track warranty recovery” on page 6-6. View warranties and their terms for all products and service providers. View warranty information for an asset. See: “Repairs View” on page 6-16. Identify the warranties that are associated with a service request on a selected date. See: “To check warranties for service requests” on page 6-5.

Warranties © Warranty Products

Warranties © Service Providers

Assets

Warranties

Orders

Line Item Warranties

Products Repairs Service Requests

Warranties Repairs Field Service Details

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Service Administration Screen

Service Administration Screen
Warranties View
The Warranties view, Figure 6-1 (Service Administration © Warranties © Warranties), creates warranties and their terms for all products and service providers under the care of a service business. Table 6-2 on page 6-10 describes the fields in this view.

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Figure 6-1.

Warranties View

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Table 6-2.
Field Name Type Sub-Type Description

Selected Fields in the Warranties/Warranty Applets
Description A type-in field for the name of a warranty; for example, 1-Year Limited Warranty. One of the three types of warranties that Field Service recognizes, chosen from a picklist: Component, Manufacturer, or Product. The class of warranty coverage, chosen from a picklist; for example, Full Coverage, Hardware Only, Repair, or Replace. A type-in field describing the warranty. The length of the warranty, in days. The basis for warranty coverage, chosen from a picklist; for example, Install Date, Registered Date, or Ship Date. A check box indicating that this warranty covers expenses of the FSE. A check box indicating that this warranty covers labor charges. A check box indicating that this warranty covers replacement parts. A check box indicating that this warranty covers travel by the FSE. The method of presenting a claim against this warranty, chosen from a picklist; for example, E-Mail, Fax, or Phone. The method of payment for items not covered by this warranty, chosen from a picklist; for example, Cash or No Charge. The name of the account associated with this warranty, chosen from a dialog box.

Duration (Days) Start Date Type Expenses Labor Parts Transportation Claim Process Recovery Type Provider

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Service Administration Screen

Warranty Products View
The Warranty Products view, Figure 6-2, specifies the products covered by a warranty. Table 6-3 describes the fields in this view.

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Figure 6-2. Table 6-3.
Field Product

Products List Applet in the Warranty Products View Selected Field in the Products List Applet
Description The name of a product, chosen from a dialog box. The remaining fields are filled in automatically.

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Service Administration Screen

Service Providers View
The Service Providers view, Figure 6-3, records the service providers for a warranty. Table 6-4 describes the fields in this view.

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Figure 6-3. Table 6-4.
Field Account

Service Providers Applet in the Service Providers View Selected Field in the Service Providers Applet
Description The name of an account, chosen from a dialog box.

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Assets Screen

Assets Screen
The Assets screen has one view that displays information about warranties.

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Warranties View
The Warranties view, Figure 6-4, displays the warranties associated with selected assets. Table 6-5 describes the fields in this view.

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Figure 6-4. Table 6-5.
Field/Button

Warranties List Applet in the Warranties View Selected Fields in the Warranties List Applet
Description This button automatically lists all warranties associated with a product. The fields that describe the warranty are also filled in automatically. The first day that the warranty is in effect. The last day of the warranty. The number of days remaining on this warranty. This number is zero if the start date is after today’s date.

Get Warranties Start Date End Date Days Left

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Orders Screen

Orders Screen
Line Item Warranties View
The Line Item Warranties view, Figure 6-5 (Orders © RMAs/Service Orders © Line Item Warranties), associates warranties with assets in an order, and is used to track warranty claims. The view allows users to record details of expected credit recovery. Table 6-6 on page 6-15 describes the fields in this view.
NOTE: The Line Item form applet (see “Line Item Warranties View” on page 8-35) in this view contains a check box, Wrnty Rcvry, indicating that a warranty credit is being requested for this line item.

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Figure 6-5.

Warranties List Applet In the Line Item Warranties View

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Table 6-6.
Field Expected Received

Selected Fields in the Warranties List Applet
Description A type-in field for the details of predicted credit recovery. A type-in field for the details of the recovered credit. The amount recovered by the service business for this item, from the warranty provider. The balance owed to the service business for this item, from the warranty provider. The predicted date to receive the balance owed by the service provider. The actual date the balance was received from the service provider. The current state of the warranty recovery process, chosen from a picklist; for example, Closed, Delinquent, In-Process, On-Hold, or Open.

Recovered Amount Estimated Value Expected Recovery Date Recovered Date Status

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Products Screen

Products Screen
The Products screen has one view for warranties.

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Warranties View
The Warranties view shows the warranties that apply to products. The Product Warranties applet in this view contains the same fields as the Warranties applets on the Service Administration screen (see Table 6-2 on page 6-10), but it is read-only.

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Repairs Screen
The Repairs screen has one view for warranties.

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Repairs View
A Check Warranty button in the Repairs form applet (see Table 11-2 on page 11-16) provides warranty information for an asset. Clicking this button checks the appropriate warranty boxes (Product, Component, and Manufacturer), as of a date that the user provides (in the field Warranty As of).

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Service Requests Screen

Service Requests Screen
The Service Requests screen has one view, with a Check Warranties button.

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Field Service Details View
The Field Service Details view (see “Field Service Details View” on page 2-38) has a Check Warranty button that identifies the warranties that are associated with a service request on a selected date.

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Setting Up Warranties
Follow these procedures to set up warranties.

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To create new warranties
1 Choose Service Administration © Warranties © Warranties. 2 Create a new record.

To specify the products covered by a warranty
1 Choose Service Administration © Warranties © Warranties. 2 Select a warranty. 3 Choose Service Administration © Warranties © Products. 4 In the Products applet, create a new record for each product.

To associate assets with warranties
1 Choose Assets © All Assets. 2 Select an asset. 3 Choose Assets © Warranties. 4 In the Warranties applet, create a record for each warranty associated with the selected asset.

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Setting Up Warranties

To associate warranties with warranty service providers
1 Choose Service Administration © Warranties © Warranties. 2 Select a warranty. 3 Choose Service Administration © Warranties © Warranty Providers. 4 In the Service Providers applet, create a new record.

To associate warranties with assets that are line items in an order
1 Choose Orders © All RMAs/Service Orders. 2 Select an order. 3 Choose Orders © RMAs/Service Order © Line Items. 4 Select a line item. 5 Choose Orders © RMAs/Service Order © Line Item Warranties. 6 In the Warranties applet, create a new record for each warranty associated with the selected line item.

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About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Using Mobile Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Replenishing Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Using Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Screens and Views for Service Inventory . . . . . . . . . . . . . . . . . . . . . . . 7-11 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-14 Parts Movement Administration View . . . . . . . . . . . . . . . . . . . . . . 7-14 Inventory Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16 Inventory Transaction Types View . . . . . . . . . . . . . . . . . . . . . . . . . 7-19 Inventory Bucket Categories View . . . . . . . . . . . . . . . . . . . . . . . . . 7-21 Marketing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . 7-23

Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27 Inventory Locations Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27 Product Buckets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-31 New Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . 7-34 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . 7-37 Authorized Vendors View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-38 Relationships View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-39 Roles View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-40 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . 7-40

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Part Browser Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-41 Part Browser View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-41 Inventory Transactions Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-43 All Inventory Transactions View . . . . . . . . . . . . . . . . . . . . . . . . . . 7-43 Assets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-47 Activities Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-48 Field Part Movements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-48 Service Inventory Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-51 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-51 Setting Up a Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-52 Setting Up Service Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-54 Inventory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-61 Inventory Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-62 Product Buckets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-62 Product Serialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-63 Inventory Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-63 Tracking an Inventory Location . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-65 Inventory Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-66 Synchronizing Remote and Local Databases . . . . . . . . . . . . . . . . . . . . . . 7-75

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About This Chapter

About This Chapter
This chapter describes how a field service business sets up and maintains a service inventory. Service Inventory is a service-oriented, transaction-based inventory system. Service organizations use it to track parts, status, quantities, and inventories throughout the service organization itself, in the customer organization, and in the repair and logistics organizations of third-party providers.

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repair etc.Service Inventory About This Chapter Service organizations use the Service Inventory module to manage parts throughout their life cycles. and to monitor parts consumption during order fulfillment and field engineer activities (Figure 7-1).1 . Flow of Goods in Service Inventory 7-4 Siebel Field Service Guide Version 6. Service Inventory also enables mobile field engineers to manage their trunk inventories using an unconnected client. repair. Defective Incoming Goods Part enters system from manufacturer Restock to Good Receiving (good) Order Placement Good Repair Service Parts Life Cycle Picking/ Shipping test return outsource Outsource for testing. replace scrap Test and Sort In-Transit Receive Customer Field Engineer 1 Field Engineer 2 Recycle Intransit on-site repair Customer Site Intransit replace Figure 7-1.

This chapter discusses service inventory configuration. and the tasks commonly performed by materials managers and warehouse clerks. and fulfillment of orders from customers or field engineers. are also discussed. and the Cycle Counting Engine. including allocations of orders. Materials managers use this application to access and manage service parts information throughout the service cycle. For a full discussion of replenishment and the Field Service Replenishment engine. Siebel Field Service provides uncommitted transactions for field operations that are then validated upon synchronization with the server. 7 Replenishing Inventory Replenishment is the process of generating an order to restock depleted inventory in an inventory location.Service Inventory About This Chapter Service Inventory tracks all information about service parts. The Replenishment engine generates internal orders to other inventory locations or purchase orders to outside vendors. which automates replenishment processes. compatibility. Using Mobile Service Inventory Managing a trunk service inventory requires recording activities and part movements on the FSE’s laptop computer. To solve this problem. replenishment of local offices and trunk inventories. including definition. “Logistics Management.1 Siebel Field Service Guide 7-5 . see Chapter 9. The materials manager can also automate all of these tasks using the logistics manager engines. The Replenishment Engine. status. stock levels. which are discussed in this chapter.” 7 Version 6. which materials managers can configure to automatically produce cycle counting orders for an inventory. The database on the mobile computer is often out of sync with the database on the Field Service server. At the time of synchronizing the laptops in the field with the Field Service server. history. an administrator can use the Parts Movement Administration view (see “Setup and Configuration” on page 7-51) to review transactions and commit them. and location.

Categories of inventory that specify availability and status. A field engineer’s mobile inventory. a field engineer’s trunk.1 . such as a shelf or an aisle in a warehouse. a shelf is a sublevel of an aisle. Good (status) On Hand (availability). Sublevel of an aisle. for example: s s s s On Order (availability). Good (status) In Transit (availability). for example. or an internal manufacturing facility. The level at which inventory relationships are defined and pick tickets are generated. This is the default inventory location. The Replenishment engine selects source and target inventories when restocking is needed and generates the orders required to obtain materials from an external provider. Inventory location Replenishment Shelf Sublevel Trunk Virtual location Warehouse 7-6 Siebel Field Service Guide Version 6. and generates pick tickets. A logical grouping of inventory locations. West Coast Inventories. The physical location of inventory. an internal inventory site. The Fulfillment engine locates inventory items or substitute items. Sublevel of a warehouse. Good (status) Reserved (availability). allocates these items. The process of reserving a product in inventory for fulfilment of an order. A position in the hierarchy of a service inventory. for example. A bucket is specified by a pair of values. must be associated with a field engineer so that parts movements involving the field engineer’s trunk inventory can be tracked properly. Defective (status) Product buckets can exist at any physical level of inventory (location).Service Inventory Concepts and Terms Concepts and Terms Aisle Allocate Bin Buckets 7 Sublevel of a warehouse. or a sublevel. Fulfillment The process of selecting and allocating inventory to satisfy an order. a warehouse. for example. Restocking inventory.

1 Siebel Field Service Guide 7-7 . see “Screens and Views for Service Inventory” on page 7-11. To generate the report “Product List by Location” 1 Choose Service Inventory © All Inventory Locations. The Buckets applet shows the inventory status for this product. select a product. To check Inventory Status 1 Choose Service Inventory © Product Buckets. To use the Part Browser 1 Choose Part Browser © Part Browser. choose Product List by Location. For details on individual screens. 3 In the Products applet. query a product and inventory location. 3 From the Reports menu. 2 In the Product Inventory Location applet. see “Setup and Configuration” on page 7-51. Version 6.Service Inventory Application Overview Application Overview This section provides detailed procedures for using the screens and features provided with Service Inventory. 2 In the Inventory Locations applet. The Quantity applet shows the inventory status for this product. 7 Using Service Inventory Follow these procedures to check inventory and create inventory transactions. select a location. For guidelines and technical details of configuration. 2 In the Inventory Locations list applet. 7 Tracking Inventory Follow these procedures to check inventory. select a location.

select a location. To verify automatic inventory transactions 1 Choose Inventory Transactions © All Inventory Transactions. Creating Inventory Transactions Follow these procedures to process inventory transactions. select a location. Cycle counting parameters appear in the Inventory Locations list applet. 3 Select a transaction type in the Tracking group. and Assets applets. 2 Create a new record. To view all inventory transactions s Choose Inventory Transactions © All Inventory Transactions. 7-8 Siebel Field Service Guide Version 6.1 . 2 Query the inventory transactions using the relevant fields. 2 Choose Service Inventory © Product Buckets. 4 Fill in all fields in the Details group.Service Inventory Application Overview To view a summary of inventory at every location 1 Choose Service Inventory © All Inventory Locations. 3 In the Inventory Locations list applet. Buckets. To create inventory transactions manually 1 Choose Inventory Transactions © All Inventory Transactions. To view cycle counting parameters for a selected location 1 Choose Service Inventory © All Inventory Locations. 2 In the Inventory Locations list applet. The data for each location appears in the Products.

7 In the Inventory Transaction form applet. go to the Assets view (see “Assets View” on page 7-47). The Serialized flag is set in “Product Field Service Details View” on page 7-23. Source Availability. 2 Create a new record. To move an item from one trunk to another: source mobile client 1 Choose Inventory Transactions © All Inventory Transactions (see “All Inventory Transactions View” on page 7-43). 4 Complete all fields in the Details group of the Inventory Transactions form applet. 6 Add the serial number in the Assets list applet. 3 For Type. check Commit to update. Source Status. 5 Click the Commit check box. Version 6.Service Inventory Application Overview To receive a product as a stock transfer or over-the-counter transaction 1 Choose Inventory Transactions © Inventory Transactions (see “All Inventory Transactions View” on page 7-43). 5 If the product is serialized. and Destination Status. Quantity. 2 Add a new transaction record. Destination Inventory (Name). 3 Set Type to Exchange Between FSEs. select Stock Transfer or Over-the-Counter. Source Inventory (Name). 4 Select the Product (Name).1 Siebel Field Service Guide 7-9 . Destination Availability.

click the Commit button. 11 When all assets are entered. select Trunk. 2 Select the transaction in the Parts Movement Administration applet. 10 Repeat steps 4 through 9 for all assets that are moving from one trunk to another. 4 Click the Commit button. 2 Select an activity. 9 For the destination. 4 In the Field Part Movements applet. 7 Type in a write-in serial number. This generates an inventory transaction which decrements the source inventory location and increments the destination location. 3 Choose Activities © Field Part Movements (see “Field Part Movements View” on page 7-48). To commit transactions reported by mobile clients 1 Choose Service Administration © Parts Movements Administration (see “Parts Movement Administration View” on page 7-14).Service Inventory Application Overview To move an item from one trunk to another: destination mobile client 1 Choose Activities © My Activities (see “All Activities View” on page 3-17). 6 Check Write-in Asset. 3 In the Asset Number column. create a new record. 8 For the Source field. choose Customer.1 . 5 Choose a product name and status. 7-10 Siebel Field Service Guide Version 6. This asset should correspond to the Write-In Asset entered by the mobile field service engineer. choose an asset from the Pick Asset dialog box.

Obtain the information used in locating and allocating products for use in field service activities. Define the transaction types that are available in the Type field of the Inventory Locations applets. Define the inventory bucket categories that are available in the Buckets applet. Screen Service Administration 7 Screens and Views for Service Inventory Views Parts Movement Administration (Sheet 1 of 3) Role/Procedures (Click to see full procedure. Set up inventory locations. Service Inventory © Inventory Types Service Inventory © Inventory Transaction Types Service Inventory © Inventory Bucket Categories Marketing Administrations Service Inventory Product Field Service Details Inventory Locations Product Buckets Version 6. but are not yet recorded in the server database.Service Inventory Screens and Views for Service Inventory Screens and Views for Service Inventory Click the name of a screen or view in Table 7-1 to see more information.) Record transactions that occurred in the field.1 Siebel Field Service Guide 7-11 . Define the types of inventory locations that are available in the Type field of the Inventory Locations applets. See: “To configure cycle counting parameters for products at an inventory location” on page 7-60 Associate inventory locations with products and buckets (availability and status of products). See: “To configure cycle counting parameters for products at an inventory location” on page 7-60. Table 7-1. See: “To commit transactions reported by mobile clients” on page 7-10.

see Chapter 9.Service Inventory Screens and Views for Service Inventory Table 7-1. “Logistics Management. For a full discussion of replenishment. “Logistics Management.” List pending orders to replenish an inventory location. Set the roles of personnel associated with selected inventory locations. For a full discussion of replenishment. Service Inventory (continued) Pending Replenishment Orders Authorized Vendors Relationships Roles Cycle Counting Administration Part Browser Part Browser 7-12 Siebel Field Service Guide Version 6. see Chapter 9. Show a summary of inventory at every inventory location in a service business. Screen Screens and Views for Service Inventory Views New Replenishment Orders (Sheet 2 of 3) Role/Procedures (Click to see full procedure. Show the parameters of cycle counting at a selected inventory location. Set up the physical hierarchy of inventory locations or relationships used in inventory replenishment or order fulfillment. by an internal transfer between inventory locations.) Produce orders to replenish products in inventory. or by purchase from an outside vendor.1 .” Record vendors who may supply products for a selected inventory location.

See: “To move an item from one trunk to another: destination mobile client” on page 7-10. between two trunks or between a trunk and a customer site. See: “To receive a product as a stock transfer or over-the-counter transaction” on page 7-9. Screen Screens and Views for Service Inventory Views All Inventory Transactions (Sheet 3 of 3) Role/Procedures (Click to see full procedure.) List all inventory transactions created automatically (in other screens and views).1 Siebel Field Service Guide 7-13 . See: “To receive a product as a stock transfer or over-thecounter transaction” on page 7-9. Transactions can be created manually in this view. “To view all inventory transactions” on page 7-8. and “To move an item from one trunk to another: source mobile client” on page 7-9. Inventory Transactions Assets Activities Field Part Movements Version 6. Record movement of parts in the field.Service Inventory Screens and Views for Service Inventory Table 7-1. Show the asset and serial numbers if the product associated with a selected transaction is serialized.

These transactions can be the result of the movement of parts between two trunks and between a trunk and a customer site. Parts Movement Administration View 7-14 Siebel Field Service Guide Version 6.Service Inventory Service Administration Screen Service Administration Screen Parts Movement Administration View A field service administrator uses the Parts Movement Administration view. Table 7-2 on page 7-15 describes the fields in this view. to commit transactions that occurred in the field. but are not yet committed.1 . 7 7 Figure 7-2. Figure 7-2.

The functional condition of the product used for this activity. Service Order. Activity Assigned To Activity Status Activity Type Movement Date Product Name Status Used Quantity Commit Flag Asset Number Serial Number Write-In Asset Write-In Serial Number Source Trunk Inventory Version 6. filled in automatically with the asset number. The date the part movement took place.Service Inventory Service Administration Screen Table 7-2. The quantity of the product used for this activity. A check box indicating that this transaction was committed. This check box indicates that the asset was a write-in for the FSE. The origin of the product in this transfer. Trunk. Good or Defective. The serial number of the asset. for example. The asset number of the product. The inventory location (Type: Trunk) associated with the field part movement. for example. Meeting or Preventive Maintenance. This button creates the transaction for the part movement in all the records. The type of activity. The name of the product used in this activity. Field/Button Commit Commit All Activity Selected Fields in the Parts Movement Administration List Applet Description This button creates the transaction for the part movement in the selected record. This field is automatically filled with the serial number of the write-in asset. for example. See Table 7-26 on page 7-50. Customer.1 Siebel Field Service Guide 7-15 . The Id of the activity associated with the field part movement. The status of the activity. for example. The FSE who is assigned to the activity associated with this part movement. Done. An inventory transaction for the specified asset is generated upon synchronization.

Service Inventory Service Administration Screen Inventory Types View The Inventory Types view. Inventory Bucket Categories. Inventory transactions use this row. defines the types of inventory locations that are available in the Type field of the Inventory Locations applets (see “Inventory Locations Views” on page 7-27). modify the List of Values and then update (do not delete and reenter) the Type entry.” shipped as seed data with Field Service. Figure 7-3 on page 7-17 (Service Administration © Service Inventory © Inventory Types). Changing the name is acceptable. and cannot take place without it. To change or replace an Inventory Type. or Inventory Bucket Category. or Inventory Transaction Types as their Row Ids provide values for tables elsewhere in Service Inventory. NOTE: Do not delete Inventory Types. Table 7-3 on page 7-18 describes the fields in this view.1 . 7-16 Siebel Field Service Guide Version 6. 7 Do not delete the Inventory table row with the name “External” and the type “Virtual. Inventory Transaction Type.

Service Inventory Service Administration Screen Figure 7-3. Inventory Types View Version 6.1 Siebel Field Service Guide 7-17 .

The time period in days allotted to counting B or Y class items at least once in inventory. The time period in days allotted to counting A or X class items at least once in inventory. Counting Period ≥ Counting Frequency. inventory is counted on one day every seven days. for example: s s Inventory Location Type Virtual Warehouse Note that there must be one and only one virtual inventory named External Location. Counting Frequency (days) Count Period A/X Count Period B/Y Count Period C/Z 7-18 Siebel Field Service Guide Version 6. chosen from a picklist. for example.1 . chosen from a picklist: ABC or XYZ. Field Selected Fields in the Inventory Location Types List Applet Description The type of inventory location. The interval in days between physical counts of inventory.Service Inventory Service Administration Screen Table 7-3. if Counting Frequency is seven days. The time period in days allotted to counting C or Z class items at least once in inventory. Count Based On The method of inventory classification in which cycle counting is based at this inventory location.

Inventory Transaction Types View Version 6. defines the transaction types that are available in the Type field of the Inventory Location applets (see “Inventory Locations Views” on page 7-27).Service Inventory Service Administration Screen Inventory Transaction Types View The Inventory Transaction Types view. Table 7-4 on page 7-20 describes the fields in this view. 7 Figure 7-4. Figure 7-4 (Service Administration © Service Inventory © Transaction Types).1 Siebel Field Service Guide 7-19 .

Service Inventory Service Administration Screen Table 7-4. chosen from a picklist. for example: s s s s s s s s s s s s Adjustment Allocate De-Allocate Exchange between FSE Receive Internal Receive Other Ship Internal Ship Other Over-the-Counter Stock Transfer Receive from TP Ship to TP 7-20 Siebel Field Service Guide Version 6.1 . Field Name Fields in the Inventory Transaction Type List Applet Description The name of an inventory transaction.

7 Figure 7-5. Table 7-5 on page 7-22 describes the fields in this view. Figure 7-5 (Service Administration © Service Inventory © Bucket Categories).1 Siebel Field Service Guide 7-21 .Service Inventory Service Administration Screen Inventory Bucket Categories View The Inventory Bucket Categories view. Inventory Bucket Categories View Version 6. A bucket category consists of a pairing of two values: Availability and Status. defines the inventory bucket categories that are available in the Buckets applet (see “Product Buckets View” on page 7-31).

for example: s s Good Defective NOTE: It is not necessary to create products and buckets manually. chosen from a picklist. for example: s s s s s Customer Owned In Transit On Hand On Order Reserved Status The status category. When an inventory transaction occurs. products created automatically in this way will not be assigned specific levels or cycle counting classifications in the inventory structure. 7-22 Siebel Field Service Guide Version 6. However. chosen from a picklist. Field Availability Fields in the Inventory Bucket Categories List Applets Description The availability category.1 . so you might still need to come back to the Product applet and update newly created rows.Service Inventory Service Administration Screen Table 7-5. products and buckets are automatically created if they do not exist.

1 Siebel Field Service Guide 7-23 . provides the information used in locating and allocating products for use in field service activities. Product Field Services Details View Version 6. Table 7-6 on page 7-24 through Table 7-9 on page 7-26 describe the fields in this view. 7 7 Figure 7-6. Figure 7-6 (Marketing Administration © Products © Product Field Service Details).Service Inventory Marketing Administration Screen Marketing Administration Screen Product Field Service Details View The Product Field Service Details view.

A type-in field for the manufacturer’s part number for this product. A check box directing that the FSE can replace this product in the field. A description of the product. A check box indicating that defective instances of this product should be returned to the field service business. A check box defining that this is a tool. chosen from a picklist. The name of the line to which this product belongs. This flag is not used in any logic.Service Inventory Marketing Administration Screen Table 7-6. A type-in field for the catalog number for this product. Product Line Part Number Unit of Measure Description Table 7-7. Field Product Fields in the Product Form Applet Description A type-in field for the name of a product. See “Substitution and Allocation Flags” on page 8-51. This flag is not used in any logic. Version status Serialized Tool Return if Defective Field Replaceable Unit Primary Vendor Vendor Catalog # Auto Allocate Auto Substitute 7-24 Siebel Field Service Guide Version 6. The number of units that make up this product. A check box allowing automatic allocation of a part from inventory.1 . See “Substitution and Allocation Flags” on page 8-51. for example. chosen from a dialog box. This setting applies to the selected product. Prototype or Product. chosen from a picklist. The name of the product vendor. This setting applies to the selected product. A check box indicating that assets of this product must have a recorded serial number. Field Version Fields in the Field Service Details Form Applet Description (Sheet 1 of 2) A type-in field for the version number of the product. The status of the product version. A check box allowing automatic allocation of a substitute part for this part.

The method for shipping a replacement part from the vendor. This setting applies to the selected product.Service Inventory Marketing Administration Screen Table 7-7. Field Service expects the right number of assets with serial numbers. a measure of dependability of the product. See “Substitution and Allocation Flags” on page 8-51. Field Service expects that four separate serial numbers are entered. Shipping Method Carrier MTBF MTTR NOTE: If a product is going to have a serialized asset. then the Serialized check box must be selected. for example. chosen from a picklist. for example. Whenever a serialized product is shipped or received. Mean time to repair. Version 6. Field Fields in the Field Service Details Form Applet Description (Sheet 2 of 2) Allocate Below Safety A check box indicating that allocation may be made below the safe inventory level of this product. a measure of the time required to repair the product. Mean time between failures. chosen from a picklist. Serialized products are treated in a different way than nonserialized ones. for example. The carrier for shipping a replacement part from the vendor. Air or Ground. if four serialized hard drives are shipped or received. UPS.1 Siebel Field Service Guide 7-25 .

indicating that allocation may be made below the safe inventory level of this product.1 . or Default. Inventory Type Auto Allocate Allocate Below Safety Auto Substitute Class ABC Class XYZ Table 7-9. or Default. The cycle counting priority for this product is based on cost. Yes. chosen from a picklist. No. Product Name 7-26 Siebel Field Service Guide Version 6. Field Fields in the Inventory Options List Applet Description The inventory container. Click the name to see the details view for this product. indicating automatic allocation of a part from inventory. Trunk. or Default. Bin. Field Field in the Substitute Products List Applet Description The names of products that can replace a selected product. No. Yes. allowing automatic allocation of a substitute part for this part (see “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49). No. The cycle counting priority for this product is based on turnover. Yes. or Warehouse. These settings apply to the selected inventory type. These settings apply to the selected inventory type.Service Inventory Marketing Administration Screen Table 7-8. for example. These settings apply to the selected inventory type.

Inventory transactions can take place only between locations within the same organization. if this same person is logged in to Siebel Field Service. It may not be possible to carry out inventory transactions between certain locations. Figure 7-7 on page 7-28. These applets occur in My Inventory Locations.Service Inventory Service Inventory Screen Service Inventory Screen Inventory Locations Views The Inventory Locations applets set up the inventory locations in a service business. 7 7 Inventory Locations Across Organizations An organization is a category that limits the visibility of data within a business. However. Caution: Improper configuration of organizations and inventory locations can lead to unintended effects.1 Siebel Field Service Guide 7-27 . The person owning a record can see this record in the My Inventory Locations view if it is in a different organization. Table 7-10 on page 7-29 describes the fields in this view. All Inventory Locations. this record does not appear in the All Inventory Locations view. Version 6. and All Inventory Locations across Organizations views. The All Inventory Locations Across Organizations view shows the inventory locations for all organizations within a company.

For more information about setting up organizations.Service Inventory Service Inventory Screen Figure 7-7. Organizations regulate the visibility of information within a company. 7-28 Siebel Field Service Guide Version 6. All Inventory Locations View Caution: Inventory transfers can occur only within an organization.1 . see the Siebel Applications Administration Guide. (set in the Inventory Locations list applet).

Aisle. 3rd Party. The interval in days between physical counts of inventory at this location. The name of the position of the employee who is responsible for the inventory location. chosen from a dialog box. it has no effect on the Fulfillment or Cycle Counting engines.Service Inventory Service Inventory Screen Table 7-10. The shipping address of the owner account. A category of ownership for the inventory location. for example. A type-in field containing the description of a location. if Counting Frequency is 7 days. The receiving address of the owner account.1 Siebel Field Service Guide 7-29 . Click this name to go to the Product Buckets view. Trunk. inventory is counted on one day every seven days. Shelf. chosen from a picklist: ABC or XYZ. The method of inventory classification used for cycle counting. A numeric description of the order of locations within a larger inventory location. for example. entered in a dialog box. or Owned. entered in a dialog box. chosen from a picklist. The cost list used to value inventory. Field Name Type Fields in the Inventory Locations Applets Description (Sheet 1 of 2) A type-in field for the name of an inventory location. The billing address of the owner account. chosen from a dialog box. The name of the account that owns the inventory location. Customer. entered in a dialog box. Virtual. The category of inventory location. for example. This order is used for picking and cycle counting. Warehouse. chosen from a picklist. Position Ownership Owner Account Location Order Description Cost List Billing Address Shipping Address Receiving Address Count Based On Counting Frequency (days) Version 6. or Bin.

one inventory location may be associated with many organizations. with the type Virtual. associate all organizations in the company that will use the inventory with the External Location. The Type for an External Location must be Virtual. Follow these rules in setting up an External Location: s The name of the inventory location must be External Location. The time period in days allotted to counting B or Y class items at least once at this location. For more information about setting up organizations. you must set up one inventory location named External Location. Counting Period ≥ Counting Frequency. There can be only one inventory location named External Location. see the Siebel Applications Administration Guide.Service Inventory Service Inventory Screen Table 7-10. Counting Period ≥ Counting Frequency. This is used as the default location in the absence of a source or destination location. Using the Organization field. The time period in days allotted to count C or Z class items at least once at this location. The name of a category within a company that limits the visibility of information to that category.1 . Field Fields in the Inventory Locations Applets Description (Sheet 2 of 2) Counting Period A/X (days) The time period in days allotted to count A or X class items at least once at this location. It also allows inventory transactions between locations in different organizations (see “Inventory Transactions Across Organizations” on page 5-12). Counting Period B/Y (days) Counting Period C/Z (days) Organization Setting Up an External Location For every service business. s s 7-30 Siebel Field Service Guide Version 6. chosen from a dialog box. Using this field. Counting Period ≥ Counting Frequency.

1 Siebel Field Service Guide 7-31 . Product Buckets View Version 6. Table 7-11 on page 7-32 through Table 7-13 on page 7-33 describe the fields in this view.Service Inventory Service Inventory Screen Product Buckets View The Product Buckets view. Figure 7-8. 7 Figure 7-8. associates inventory locations with products and buckets (availability and status of products).

used for cycle counting. See “Substitution and Allocation Flags” on page 8-51. These settings apply to the selected inventory location. chosen from a picklist: Yes. No. The classification of products (A. or Default. Auto Allocate Allocate Below Safety 7-32 Siebel Field Service Guide Version 6. No. See “Substitution and Allocation Flags” on page 8-51. Y. or Default. B. A setting indicating the automatic allocation of products during fulfillment. A setting that allows allocation of this item below the safety stock level. XYZ Class The classification of products (X. chosen from a picklist: Yes.1 . or C) based on the value of these products. No. A type-in field for the minimum acceptable inventory level for a selected product.Service Inventory Service Inventory Screen Table 7-11. These settings apply to the selected inventory location. Chosen from a picklist. used for cycle counting. Class X items have the highest transaction volume. Chosen from a picklist: Yes. Auto Substitute A setting indicating an automatic substitution for this product during fulfillment. Chosen from a picklist. or Default. below which a product should not be allocated. selected from a dialog box. A type-in field for the maximum acceptable inventory level for a selected product. A type-in field for the safe inventory level for a selected product (≤ Min). These settings apply to the selected inventory location. Field Product Min Max Safety ABC Class Fields in the Products List Applet Description The names of products at the selected inventory location. See “Substitution and Allocation Flags” on page 8-51. or Z) based on the turnover of these products. Class A items have the greatest value.

Field Availability Status Quantity Fields in the Buckets List Applet Description A category that defines this product bucket for the selected product. Good or Defective. for example. Asset Number Serial Number Version NOTE: In Siebel Field Service. then 3. The serial number. The serial number for the selected product. In Transit. A type-in field indicating the preferred order of use for Locators 1 through 3. it has no effect on the Fulfillment or Cycle Counting engine. then 1. On Hand. The number of products in this bucket category. Automatically filled in with Availability. This order should reflect an optimized path through the warehouse. Version 6. This number can be updated only by an inventory transaction. Location Order Locator 1 Locator 2 Locator 3 Table 7-13. Asset Number defaults to the Row Id. A type-in field describing a location for the selected item. for example. The version number for the selected product. the Serial Number field always overwrites the Asset Number field. A category that defines this product bucket. Field Fields in the Assets List Applet Description The asset numbers for the selected products that are in inventory. 213 means that the item is best obtained from location 2. when entered.Service Inventory Service Inventory Screen Table 7-12. To turn off this default behavior. However. The order is used for picking and cycle counting. A type-in field describing a location for the selected item. use Siebel Tools to deactivate the On Field Update Set user property in the Asset Management Business Component. overwrites the Asset Number. chosen from a dialog box. you may change it to any unique number by modifying the Serial Number.1 Siebel Field Service Guide 7-33 . A type-in field describing a location for the selected item. or Reserved. for example.

automatically produces orders to replenish the product in inventory.” 7 7-34 Siebel Field Service Guide Version 6.1 . Figure 7-9 on page 7-35. For replenishment from a vendor. For replenishment. For a full discussion of replenishment.Service Inventory Service Inventory Screen New Replenishment Orders View The New Replenishment Orders view. or by purchase from an outside vendor. a product bucket must be defined for a product. by an internal transfer between inventory locations. Table 7-14 on page 7-36 through Table 7-16 on page 7-36 describe the fields in this view. the authorized vendor must be defined. see Chapter 9. “Logistics Management.

Figure 7-9.1 Siebel Field Service Guide 7-35 .Service Inventory Service Inventory Screen The replenishment process describes either a source inventory location to replenish the selected location or a target location to be replenished from the selected location. Specific relationships between locations are defined in Service Inventories © Relationships (see “Relationships View” on page 7-39). New Replenishment Orders View Version 6.

Only inventory locations of the relationship type Replenishes appear in this applet. All products below the minimum levels. as described in the Relationships view. Field/Button Fields in the Target Inventory Locations List Applet Description This button automatically creates an internal order. The target inventory locations that are replenished by the selected inventory location (defined in the Inventory Location applet). for transfer of the selected product from the source to the destination inventory location. for example. 7-36 Siebel Field Service Guide Version 6. Primary Vendor or Vendor. for transfer of the selected product from the source to the destination inventory location. Generate Internal Orders Source Location Table 7-15. in the Pending Replenishment Orders view. which have an authorized vendor.Service Inventory Service Inventory Screen Table 7-14. All products below the minimum levels are replenished. All products below the minimum levels are replenished. Field/Button Fields in the Source Inventory Locations List Applet Description This button automatically creates an internal order. Field/Button Fields in the Vendors for This Location List Applet Description This button automatically creates a purchase order to replenish the selected product at the selected inventory location. Generate Purchase Orders Vendor Site Type The authorized vendors that are defined for the selected inventory location in the Authorized Vendors view. Generate Purchase Orders Target Location Table 7-16. Only inventory locations of the relationship type Replenishes appear in this applet. The location of the vendor.1 . in the Pending Replenishment Orders view. as described in the Relationships view. are replenished. The type of vendor. The inventory locations that replenish the selected inventory location (defined in the Inventory Location applet).

Internal Order or Purchase Order. “Logistics Management. Pending Replenishment Orders List Applet in the Pending Replenishment Orders View Table 7-17.Service Inventory Service Inventory Screen Pending Replenishment Orders View This Pending Replenishment Orders view. Open. Version 6. For a full discussion of replenishment. (Sheet 1 of 2) The type of order.1 Siebel Field Service Guide 7-37 . generated by the Replenishment engine.” 7 Figure 7-10. for example. lists pending orders to replenish a location. In Transit. The current state of this order. see Chapter 9. The records in this view. The name of the vendor filling this order. or Shipped. Field Order Type Status From Vendor Fields in the Pending Replenishment Orders List Applet Description The order number. either by replenishments between inventory locations or purchases from a vendor. Table 7-17 describes the fields in this view. for example. if it is a purchase order. Figure 7-10. are read-only.

chosen from a dialog box. Primary Vendor. The location of this vendor. if this is an internal order. filled in automatically with the name. records vendors who may supply products for a selected inventory location. Field Account Site Type Fields in the Authorized Vendors List Applet Description The name of a vendor account.1 . 7 Figure 7-11. Authorized Vendors View The Authorized Vendors view. Field Fields in the Pending Replenishment Orders List Applet Description (Sheet 2 of 2) From Inventory Location Created On The service inventory location from which this product is being transferred. for example.Service Inventory Service Inventory Screen Table 7-17. Authorized Vendors List Applet in the Authorized Vendors View Table 7-18. Figure 7-11. Table 7-18 describes the fields in this view. The date and time that this order was created. The type of vendor. 7-38 Siebel Field Service Guide Version 6. chosen from a picklist.

chosen from a picklist (for example. The relationship of this inventory location to the location selected in the Inventory Locations applet. Warehouse or Trunk. Figure 7-12. Field Name Type With Relationship Order Priority Fields in the Relationships List Applet Description The name of an inventory location. or High).1 Siebel Field Service Guide 7-39 . Relationships List Applet in the Relationships View Table 7-19. Medium. 7 Figure 7-12. Version 6. records the relationships of a selected inventory location with other inventory locations. A relationship may be physical (for example.Service Inventory Service Inventory Screen Relationships View The Relationships view. a shelf belonging to an aisle) or logistical (for replenishment of inventory or fulfillment of orders). Low. if the relationship type is Fulfills. relationships among inventory locations are useful for automating inventory replenishment (see “Setup and Configuration for the Replenishment Engine” on page 9-49) and order fulfillment (see “Fulfillment Engine” on page 8-46). Replenishes. Table 7-19 on page 7-39 describes the fields in this view. The class of location filled in with the location name. The choices are Fulfills. chosen from a picklist. and Sublevel. The priority of an order to be fulfilled from the inventory location. for example. NOTE: If your business uses more than one inventory location. chosen from a dialog box.

for example. 7 Figure 7-13. Warehouse Clerk. Manager or Receiving Clerk. Roles Applet in the Roles View Table 7-20. Table 7-20 on page 7-40 describes the fields in this view.1 . Figure 7-13. chosen from a dialog box. 7 7-40 Siebel Field Service Guide Version 6. chosen from a dialog box. The two applets. Cycle Count Periods and Cycle Counts. The position of the person filling the role. Cycle Counting Administration View The Cycle Counting Administration view shows the parameters of cycle counting at the selected inventory location. Associated with this title is the name of an employee. sets the roles of personnel associated with a selected inventory location. are discussed in “Cycle Counting Administration View” on page 9-31.Service Inventory Service Inventory Screen Roles View The Roles view. Field Role Name Position Name Fields in the Roles Applet Description The name of a role associated with the selected inventory location. for example.

7 7 Figure 7-14.Service Inventory Part Browser Screen Part Browser Screen Part Browser View The Part Browser view. Figure 7-14. Any product may be at more than one location. Table 7-21 on page 7-42 through Table 7-23 on page 7-42 describe the fields in this view. Part Browser View Version 6. presents a read-only summary of inventory at every inventory location in a service business.1 Siebel Field Service Guide 7-41 .

Good or Defective.1 . or Reserved. A category that defines a product bucket. On Hand. for example. An inventory location for this product. On Hand.Service Inventory Part Browser Screen Table 7-21. A category that defines a product bucket. Shelf. or Trunk. for example. A category that defines a product bucket for the selected product and location. The number of these products in a bucket. Field Product Availability Status Quantity Fields in the Substitutes List Applet Description The name of a substitute product for the selected product. for example. Good or Defective. Aisle. or Reserved. 7-42 Siebel Field Service Guide Version 6. In Transit. The number of these products in a bucket. The category of inventory location. for example. stored at the selected location. Field Product Location Type Fields in the Product Inventory Location List Applet Description The name of the product. Table 7-22. Table 7-23. Field Availability Status Quantity Fields in the Quantity List Applet Description A category that defines a product bucket for the selected product and location. for example. In Transit.

ship. transfer. lists all inventory transactions created automatically (in other screens and views) to allocate.Service Inventory Inventory Transactions Screen Inventory Transactions Screen All Inventory Transactions View The All Inventory Transactions view. s Version 6. receive. This transaction is committed by a user who can see Inv2 and the External Location. The same transactions can be created manually in this view. or adjust the quantity and buckets for a product. This transaction is committed by a user who can see Inv1 and the External Location. The second transaction is from the External Location to the destination location (Inv2) in a different organization.1 Siebel Field Service Guide 7-43 . Table 7-24 on page 7-45 describes the fields in this view. 7 7 Inventory Transactions Across Organizations Inventory transactions can take place between organizations by using two transactions and the virtual location named External Location: s The first transaction is from the source location (Inv1) in one organization to the External Location. Figure 7-15.

Inventory Transactions View 7-44 Siebel Field Service Guide Version 6.Service Inventory Inventory Transactions Screen For more information. Figure 7-15. see “Setting Up an External Location” on page 7-30.1 .

Field Selected Fields in the Inventory Transactions Applets Description The date the transaction record was created. The order movement number.1 Siebel Field Service Guide 7-45 . The activity number. This field is populated by generating inventory transactions when creating repair records (see “Repairs Views” on page 11-15). The defective tag number. reflecting the activity that created this transaction.Service Inventory Inventory Transactions Screen Table 7-24. The category of transaction. chosen from a picklist. A type-in field for the cycle count number. Order Part Movement Id Activity Part Id Repair Id Version 6. (Sheet 1 of 2) Transaction date Transaction Id Type A unique number assigned automatically to this transaction. This is filled in automatically with the product name. A type-in field for the number of products involved in the transaction. chosen from a dialog box. This field is populated when performing adjustments in the Variance view for cycle counting (see “Variance View” on page 9-27). A check box indicating that the product has a serial number. for example: s s s s s s s s s s s s Adjustment Allocate De-Allocate Exchange between FSE Receive Internal Receive Other Ship Internal Ship Other Over-the-Counter Stock Transfer Receive from TP (third party) Ship to TP Product Quantity Serialized Product Cycle Count Part Id The name of a product.

The number of items in the transaction. for example. for example. chosen from a picklist. for example. On Hand. The name of a product.Service Inventory Inventory Transactions Screen Table 7-24. or Reserved. chosen from a picklist. On Hand. The name of the inventory location receiving the part. Good or Defective. chosen from a dialog box. A category that defines a product bucket. A check box indicating that the transaction was sent to the database on the Field Service server. A category that defines a product bucket. chosen from a dialog box. A category that defines a product bucket for the selected product and location. chosen from a picklist. for example. This applies only to internal transfers. In Transit.1 . chosen from a picklist. Good or Defective. In Transit. A category that defines a product bucket for the selected product and location. Field Selected Fields in the Inventory Transactions Applets Description (Sheet 2 of 2) Service Inventory Source Availability Source Status Destination Inventory Destination Availability Destination Status Commit Flag Product Quantity The name of the inventory location originating the part movement. or Reserved. chosen from a dialog box. 7-46 Siebel Field Service Guide Version 6.

Table 7-25 describes the fields in this view. Version 6.1 Siebel Field Service Guide 7-47 .Service Inventory Inventory Transactions Screen Assets View The Assets view shows the asset and serial numbers if the product associated with the selected transaction is serialized. 7 Figure 7-16. Field Asset Number Serial Number Fields in the Assets List Applet Description The asset number of the product (asset) associated with the selected inventory transaction. The serial number of the product (serialized product) associated with the selected inventory transaction. Assets List Applet in the Assets View Table 7-25. The number of serial numbers specified must equal the Quantity of the inventory transaction (see Table 7-24) or it will fail.

The part movements created in this view remain uncommitted until the user clicks the Commit button. Figure 7-17 on page 7-49. Write-In Asset and Write-In Serial Number fields allow recording of this asset and its serial number. For uncommitted part movements. between two trunks or between a trunk and a customer site. 7 Field Part Movements View The Field Part Movements view. the field service engineer cannot see the part or asset on the mobile computer. 7 7-48 Siebel Field Service Guide Version 6. associates parts movements carried out by an FSE in the field with selected FSE activities.Service Inventory Activities Screen Activities Screen The Activities screen has a Field Part Movements view for recording movement of parts in the field.1 . Table 7-26 on page 7-50 describes the fields in this view. This view can record both committed and uncommitted part movements.

NOTE: Before creating a record in this applet. then tries to create an inventory transaction.1 Siebel Field Service Guide 7-49 . Field Part Movements View Version 6. Once committed. a record becomes read-only. See “Generating Transactions” on page 7-69. Figure 7-17.Service Inventory Activities Screen The Commit button checks that the appropriate information is provided. Field Service verifies that the owner of the activity also owns a trunk inventory.

This button commits all uncommitted transactions in this applet. The date the part movement took place. The quantity of the product transferred. chosen from a picklist. This is for an asset that is not yet in the Field Service database on the FSE’s laptop.Service Inventory Activities Screen Table 7-26. if a service order is the source of this transfer. Customer. Good or Defective. but is on the Field Service server. A type-in field for an asset number. for example.1 . Service Order. The serial number of the asset. The number of the service order. chosen from a picklist. if appropriate. An inventory transaction for the asset is generated when the user synchronizes. for example. chosen from a picklist. A type-in field for a serial number. The asset number. The destination of the product in this transfer. filled in automatically with the asset number. Trunk. for example. chosen from a dialog box. The current state of the product. This is the trunk for the employee to which the activity is assigned. chosen from a dialog box. Service Order. The origin of the product in this transfer. chosen from a dialog box. Trunk. This is for an asset that is not yet in the Field Service database on the FSE’s laptop. but is on the Field Service server. A check box indicating that this transaction was committed. Movement Date Product Name Status Used Quantity Asset Number Serial Number Commit Write-In Asset Write-In Serial Number Source Destination Trunk Inventory Order Item Id Billable 7-50 Siebel Field Service Guide Version 6. An inventory transaction for the asset is not generated until the user synchronizes. A check box indicating that this product is billable to the customer. The name of the product moved. Field/Button Commit Commit All Selected Fields in the Field Part Movements List Applet Description This button commits the transaction for the selected record. Customer.

7 Version 6. cycle counting.1 Siebel Field Service Guide 7-51 . A list of stock levels for products of good quality at a selected inventory location. A list of all products at a selected location with itemized and total cost. Report Products Below Minimum Level by Location 7 Service Inventory Reports Description A list of products of good quality and below the minimum stock level at a selected location. and remote field service clients. Product List by Location Inventory Cost Detail Setup and Configuration This section includes procedures for setting up a service inventory. Table 7-27.Service Inventory Service Inventory Reports Service Inventory Reports The Service Inventory screen provides the reports listed in Table 7-27.

1 .Service Inventory Setup and Configuration Setting Up a Service Inventory A primary objective of Service Inventory is to record the organization of inventory. Sample of a Service Inventory Structure 7-52 Siebel Field Service Guide Version 6. Figure 7-18 shows an example of an inventory structure. 7 US Inventory (virtual) California Field Service Engineers (virtual) Dallas (warehouse) Boston Repair Center (warehouse) Field Offices (virtual) Fred Robert's Trunk Chris Smith's Trunk Boston San Francisco (warehouse) Los Angeles Aisle A Aisle B Aisle A Aisle B Aisle C Shelf 1 Shelf 2 Bin A Bin B Product Buckets On Hand Product Buckets Disk Drives CDROM Drives Returns Figure 7-18.

Setting Up a Service Inventory Version 6. Inventory Locations and Inventory Types Create inventory locations Inventory Relationships Inventory Transactions Define relationships between inventory locations Define inventory transactions Create inventory typess Product Buckets Cycle Counting Define product buckets Configure cycle counting Figure 7-19.Service Inventory Setup and Configuration Figure 7-19 shows the sequence of tasks for setting up a service inventory.1 Siebel Field Service Guide 7-53 .

4 In the Field Service Details applet.Service Inventory Setup and Configuration Setting Up Service Inventory These are procedures for setting up the structure and operation of an inventory system using Siebel Field Service. To create product lines 1 Choose Marketing Administration © Products © Products. check Serialized if the product has a serial or asset number. 3 Complete relevant information in the other product views.1 . 3 Choose Marketing Administration © Products © Product Field Service Details. 2 Select a product. To specify assets for a product 1 Choose Assets © All Assets. 4 In the Product field. choose a product from the Pick Product dialog box. 7 Defining Products for Field Service Follow these procedures to define products. 7-54 Siebel Field Service Guide Version 6. To create serialized and non-serialized products 1 Choose Marketing Administration © Products © Products. type it into the Serial Number field. The procedures may require administrative access. 2 Create a new record for each new product. 2 Create a new record for an asset. 3 If the asset has a serial number.

To create inventory locations 1 Choose Service Inventory © All Inventory Locations (see “Inventory Locations Views” on page 7-27).1 Siebel Field Service Guide 7-55 . and Auto Substitute. review existing inventory options or create new records for additional inventory locations from which this product may be allocated. The Name field uniquely identifies an Inventory Location. as required (see “Inventory Types View” on page 7-16). add a new record. 4 Check the desired allocation modes: Allocate Below Safety. choose from the picklist. 4 Set the parameters for cycle counting. Auto Allocate. To define inventory types 1 Choose Service Administration © Service Inventory © Inventory Types. 2 Select a product. 2 Create a new record. Version 6. Setting Up an Inventory Follow these procedures to set up an inventory. 3 Choose Marketing Administration © Products © Product Field Service Details.Service Inventory Setup and Configuration To specify allocation of products 1 Choose Marketing Administration © Products © Products. 2 In the Inventory Location applet. 3 For the Inventory Location Type. 5 In the Inventory applet.

3 In the Products list applet. and Safety Levels. choose any type from the picklist except Virtual. 4 In the Type field. To define physical locations 1 Choose Service Inventory © All Inventory Locations. Max.Service Inventory Setup and Configuration To add a product to inventory 1 Service Inventory © Product Buckets (see“Product Buckets View” on page 7-31). select the inventory location to which you want to add a product.1 . and substitution and allocation specifications. 2 In the Inventory Locations applet. To set up an order for using inventory locations 1 Choose Service Inventory © All Inventory Locations. add a new record for the new product. 2 In the Location Order field enter single numbers. indicating the preferred order for using inventory locations. ABC and XYZ classes for cycle counting. starting from 1. 5 Complete the remaining fields as needed. 3 Type in the name of the physical inventory location. specifying Min. 7-56 Siebel Field Service Guide Version 6. 2 Create a new record.

To associate each location with a position 1 Choose Service Inventory © All Inventory Locations. Version 6. choose the position from the dialog box. 2 Select an inventory location. 2 In the Buckets applet. for example. type a description of these physical locations. choose Virtual from the picklist. 4 In the Type field. 3 Type in the name of the virtual inventory location. type a set of numbers into the Location Order field that indicate the preferred sequence for using products in specific physical locations. 3 In the Locator 1. for example. Location order for inventory locations takes precedence over that for product buckets. NOTE: The Location Order fields in the Inventory Locations and Product Buckets views are informational only. 3 In the Position field. 12 or 231. and Locator 3 fields. They have no effect on the Fulfillment or Cycle Counting engines. External. 5 Complete the remaining fields as needed. 2 Create a new record. Locator 2.1 Siebel Field Service Guide 7-57 . To create an external (virtual) location 1 Choose Service Inventory © All Inventory Locations.Service Inventory Setup and Configuration To set up an order for using product buckets 1 Choose Service Inventory © Product Buckets.

2 In the Inventory Locations list applet. To associate a location with organizations 1 Choose Service Inventory © All Inventory Locations. To associate vendors with inventory locations 1 Choose Service Inventory © Authorized Vendors. select a location. create a new record.Service Inventory Setup and Configuration To define the roles associated with a location 1 Choose Service Inventory © All Inventory Locations. go to the Organization column. To specify the default organization for an inventory location 1 Choose Service Inventory © All Inventory Locations. 3 Click New in the Organizations dialog box.1 . 3 In the Organizations dialog box. 4 Choose a value for Role Name from the picklist. 3 In the Authorized Vendors applet. add a new record for each vendor. 4 In the Add Organizations dialog box. 2 In the Inventory Locations list applet. 5 To associate the role with a position. 7-58 Siebel Field Service Guide Version 6. 2 In the Inventory Location list applet. click in the Primary column to place a check next to the default organization. go to the Organization column. choose a value for the Position field from the dialog box. 5 In the Organizations dialog box. 2 Select an inventory location from the Inventory Locations list applet. select an organization and click Add. click Close. 3 In the Roles applet.

To define the relationships between inventory locations (physical and replenishment relationships) 1 Choose Service Inventory © Relationships (see “Relationships View” on page 7-39). 4 In the Buckets applet. 3 Choose availability and status from the picklists for these fields. 3 In the Products applet. select the Inventory Location where the product is stored. Version 6. 2 In the Inventory Location applet.1 Siebel Field Service Guide 7-59 . add a new record.Service Inventory Setup and Configuration To define bucket categories 1 Choose Service Administration © Service Inventory © Inventory Bucket Categories. create a new record for the product. select or add the product. 3 In the Products applet. select an Inventory Location. 2 Create a new record. 4 In the Buckets applet. To create a bucket for a part 1 Choose Service Inventory © Product Buckets (see “Product Buckets View” on page 7-31). 2 In the Inventory Location applet. To associate bucket categories with each bucket 1 Choose Service Inventory © Product Buckets (see “Product Buckets View” on page 7-31). 2 In the Inventory Location applet. 5 Choose the availability and status from the picklists for these fields. select a product. 3 In the Relationships applet. select an inventory location. select or create a bucket for the product.

1 . 3 Choose the name of a transaction from the picklist. B/Y. 7-60 Siebel Field Service Guide Version 6. and select an inventory location. and the Counting Period for the inventory categories (A/X. To define types of inventory transactions 1 Service Administration © Service Inventory © Inventory Transaction Types. the Counting Frequency. 4 Type in new values for the Min. Max. Setting Up Cycle Counting Follow these procedures to set up cycle counting. 2 Create a new record for each transaction type. Setting Up Inventory Transactions Follow these procedures to define inventory transactions. and Safety fields (see Table 7-11 on page 7-32). select an Inventory Location. 3 Specify the XYZ or ABC classification (in the Count Based On field). 2 Query or select an Inventory Location. C/Z). Sublevel). 2 In the Inventory Location applet. Fulfills. 3 In the Products applet. 5 Specify the relationship between the first inventory location and the second inventory location (Replenishes. To update recommended inventory levels 1 Choose Service Inventory © Product Buckets (see “Product Buckets View” on page 7-31). select a product.Service Inventory Setup and Configuration 4 Click the down arrow in the Name column to open the Pick Inventory Location dialog box. To configure cycle counting parameters for products at an inventory location 1 Choose Service Inventory © All Inventory Locations (see “Inventory Locations Views” on page 7-27).

1 Siebel Field Service Guide 7-61 . You can add product buckets at any level in your inventory structure. An inventory can be a field engineer’s trunk. see “Setup and Configuration for Cycle Counting” on page 9-39 and “Running the Cycle Counting Engine” on page 9-8. s Version 6. 5 Select the product in the Products list applet and specify its ABC and XYZ classification. Building an inventory requires decisions about: s 7 Which of your service business’s inventory locations are tracked using Service Inventory. How many hierarchical levels are appropriate for each inventory location in your business. a warehouse. NOTE: For other procedures for cycle counting. Inventory Structure Use inventory locations to consolidate and manage all records having to do with service inventory (see “Inventory Locations Views” on page 7-27). such as an external back office inventory system. or a sublevel. such as a shelf or an aisle in a warehouse.Service Inventory Setup and Configuration 4 Choose Service Inventory © Product Buckets (see“Product Buckets View” on page 7-31). and which are tracked by other means.

When an inventory transaction occurs.Service Inventory Setup and Configuration Inventory Types Different types of inventory locations can be defined in Siebel Field Service (see “Inventory Types” on page 7-62). so records in the Product applet may need updating.1 . but it is not necessary to create product and bucket records manually. pick tickets are generated at this level. for example. Each one of them may serve different functions. 7-62 Siebel Field Service Guide Version 6. This can be treated as a void or out of the system virtual inventory location. Here are some examples of buckets for one product: Availability Status 7 On Order On Hand Reserved In Transit Good Good Good Defective Service Inventory © Product Buckets (see “Product Buckets View” on page 7-31) records buckets for each product in inventory. Each product has two variables: availability and status. Max. Virtual inventory locations are logical groupings of inventory locations. This is a part of the seed data with ROW_ID value VIRTUAL_INVLOC. 7 Product Buckets Product buckets are categories for tracking products. This is the level where the inventory fulfillment and replenishment relationships are defined. in this case the destination is one of the inventory types in the system. products created this way are not assigned levels (Min. The warehouse is the default inventory location. It is used when receiving items from outside the system. A virtual inventory location is used as a source. and Safety) or cycle counting classifications (ABC Class and XYZ Class). New products and buckets can be added in this view. one virtual inventory location named External is important for proper functioning of inventory transactions. Also. products and buckets are automatically created if they do not exist. but the source is not. However.

meaning Aisle1. for example. If you serialize a product (by checking the Serialized check box). fulfillment sources. An inventory structure typically consists of a complex network of relationships. 7 A big warehouse can be implemented two ways in Siebel Field Service. Whenever a serialized product is shipped or received. maintain the products at this location (product buckets). Inventory Relationships An inventory location is normally related to other locations by relationships. and cycle counting lists. Field Service expects that four separate serial numbers are entered. and then attach the physical location to the bin level. Relationships define physical spaces. Locators at the bucket level can store values like A1S3B7. Field Service expects the right number of assets with serial numbers. Shelf3. and Bin7. See “Relationships View” on page 7-39. Version 6. The simple way is to create one inventory location.1 Siebel Field Service Guide 7-63 . if four serialized hard drives are shipped or received.Service Inventory Setup and Configuration Product Serialization Use the Product Field Service Details view in the Marketing Administration screen (see “Product Field Service Details View” on page 7-23) to serialize products. replenishment sources. then a serial number is required for all movements and transactions for assets of this product: s s s s s 7 Inventory transactions Field part movements for field engineer activities Cycle counts Shipments Receipts Serialized products are treated in a different way than non-serialized ones.

there is a denormalized table in Siebel Field Service. The inventory name can reflect the combination of location and product. shelf. C. These different inventories can be linked to each other using the relationship type Sub-level.1 . To boost the performance of Field Service (for example. This table stores every child of a parent inventory. indicating that Aisle1 is a sub-level inventory of Warehouse. S_INVLOC_ROLLUP Invloc B C D E F E F Parent Invloc A A A A A B B This table is maintained by specialized code in the Relationships view (see “Relationships View” on page 7-39). Table 7-28.Service Inventory Setup and Configuration The other way to implement a warehouse is to define each aisle. to avoid traversing a tree every time to find all sub-inventories for this warehouse). or grandchild (any level deep). direct child. While considering fulfillment or generating the cycle counting lists. 7-64 Siebel Field Service Guide Version 6. and bin as one inventory location. and D Inventory B is parent of inventories E and F Table 7-28 summarizes the entries in the denormalized table. If an inventory hierarchy is defined as follows: s s Inventory A is parent of Inventories B. typically only one or two in each bin. all the inventories below the warehouse level (connected using sub-level) are automatically considered. Only bin-level inventory will have product. or while running the replenishment at the warehouse level.

This matching optimizes the pick ticket and the cycle counting processes by ordering line items according to the physical layout of the warehouse. the Fulfillment. The Replenishment engine uses this relationship to identify the source and destination of inventory. or shelves. This view provides three Locator fields to allow for multiple possible locations—for instance. s Location Order Service Inventory tracks location order.Service Inventory Setup and Configuration Inventory locations may also be related through replenishment. attach the product bucket to a bin or shelf. bins. whose fixed location identifies the part. in the Locator fields in the Product Bucket view. such as aisles. When using relationships. Version 6. a part called Defective 1 GB HD might be found first in the northeast corner of the San Francisco field office. Type a description. For example.1 Siebel Field Service Guide 7-65 . second on shelf A in the supplies room. Tracking an Inventory Location s 7 There are two methods to track a part’s physical location in an inventory location: If the inventory location is defined down to the shelf or bin level. NOTE: Fulfillment and replenishment relationships between inventory locations should be set at the warehouse level. minimizing walking distance for the warehouse clerk. and Part Locator engines automatically search for parts at lower levels by using the sublevel relationship. which matches a product bucket to the physical layout of the warehouse. and not at lower levels. Replenishment. the Texas manufacturing inventory may replenish the New Jersey inventory and Oakland Warehouse may replenish the trunk inventories of all the FSEs associated with this warehouse. of where the part is in an inventory location. and third on shelf B in the supplies room.

Every inventory change is tracked through an inventory transaction. Pick Ticket Line Items and Cycle Count Part Lists can be ordered based on this value. To take advantage of this feature. s Location order is represented by numeric values. They have no effect on the Fulfillment or Cycle Counting engines.Service Inventory Setup and Configuration To optimize the pick ticket process (and the cycle counting process. An inventory transaction occurs between two locations or whenever there is change in a bucket. if a pick ticket is generated across multiple inventory locations (locations of type aisles. Allocate De-Allocate 7-66 Siebel Field Service Guide Version 6. NOTE: The Location Order fields in the Inventory Locations and Product Buckets views are informational only. Manually generated in the Inventory Transactions screen. Automatically generated when the Allocate action is called on an order line item. if after a cycle count there is a variance between original inventory and counted inventory. they update the quantities in product buckets. These are the types of inventory transactions: Adjustment 7 Adjusts inventory levels. Automatically generated when the De-Allocate action is called on an order line item. make sure that the location numbers in the Inventory Locations or Buckets applet are in the order of the optimized path in the warehouse. Clears inventory from a Reserved bucket. shelves. Location order for inventory locations takes precedence over that for product buckets. for example. Product buckets (used mostly where an inventory structure is not very detailed) (see “Product Buckets View” on page 7-31). Inventory Transactions Field Service uses inventory transactions to update inventory levels in response to parts movements. Adds inventory into a Reserved bucket. see “Cycle Counting” on page 9-5). As inventory transactions are entered.1 . or bins) (see “Inventory Locations Views” on page 7-27). you can define the location order at two levels: s Inventory locations. it is not possible simply to change the quantity in a location.

Service Inventory Setup and Configuration Exchange Between FSEs Moves inventory from one trunk inventory to another. Moves inventory from one bucket to another. Version 6. Receive Other Ship Internal Enters inventory into an inventory bucket on receipt.1 Siebel Field Service Guide 7-67 . intended to move Receive Internal Moves inventory from an In-Transit Inventory bucket to a defined physical bucket. Over-the-Counter Moves inventory from one bucket to another. Moves inventory from a physical bucket to an In-Transit bucket for non-internal orders. Ship Other Stock Transfer In Siebel Field Service. Automatically generated in the Shipping screen. whether the buckets are in the same warehouse or not. Automatically generated in the Shipping screen. Moves inventory from a physical bucket to an In-Transit bucket for internal orders. inventory between Field Service Engineers and warehouses. The service inventory is organized as buckets that classify all the products in a given inventory location that share the common inventory properties: availability and status. intended to move inventory from one Field Service Engineer to another. such as a shelf in a warehouse. Manually generated in the Inventory Transactions screen. the service parts inventory is maintained through inventory transactions. An example of a bucket is 50 CD-ROMs on hand and in good condition at an Oakland warehouse. Manually generated in the Inventory Transaction screen. Manually generated in the Inventory Transactions screen. Automatically generated in the Receiving screen. Automatically generated in the Receiving screen.

2 Commit. Allocate or de-allocate a part against an order line item on order entry manually. it has other attributes. activity. Receive an order and click the Generate Transaction button on Receiving © Receive Internal Order. if applicable. when it was created. Ship a pick ticket and click the Process Shipment button on Shipping © Pick Ticket. or Receive Repair Order. or cycle counting). Any change is made through an inventory transaction.1 . rows are inserted in S_INVT_XN_ASSET. and a destination (the location where it moves to). like related documents (order. the buckets are created if not already present. where a row is inserted in S_INV_TXN and.Service Inventory Setup and Configuration The quantity in a bucket is never updated directly. and other information. Each inventory transaction has a product. the transactions can be created directly on the Inventory Transactions screen. 3 Apply the quantity changes to the buckets from the ledger entries. a quantity. Phases Two and Three take place within the boundary of a single database transaction to ensure the consistency of data. Receive Purchase Order. These transactions are created as a result of various business activities: s Perform a part movement by doing an install or de-install of a part and move it into or out of the trunk of the service engineer. s s s In addition. such as who created the transaction. and two rows are inserted in the S_INV_LEDGER table: one to increment the quantity at the destination bucket and the other to decrement it at the source bucket. a source (the location the product moves from). 7-68 Siebel Field Service Guide Version 6. where the transaction is validated. Three Phases of an Inventory Transaction 1 Creation. In addition. or through an engine (Fulfillment).

1 Siebel Field Service Guide 7-69 . When these conditions are met. Version 6.PROD_INV_ID (Bucket Id) = DESTINATION. S_ASSET.INVLOC_ID = ROW_ID of the Destination Inventory Location. Rules for Inventory Transactions If a product is serialized: s s s The asset for the part movement cannot be empty. then it enters the execution stage: s Insert two rows in the ledger table. The effect of inserting these two rows is propagated and the quantities in the bucket table are updated. The asset needs to be from the source bucket. For each row in the S_INV_TXN_ASSET table: Update S_ASSET.) s For each row in the S_INV_TXN_ASSET table: S_ASSET. The quantity of the part movement should be 1. s Generating Transactions The following sections describe the rules for generating inventory and asset transactions.QTY = Sum of total number of rows in S_INV_TXN_ASSET (If the product is serialized.PROD_INV_ID (Bucket Id) should belong to the Source Inventory Location (identified by S_INV_TXN. At the time of commit. If the transaction passes these validations.Service Inventory Setup and Configuration The commit phase of a transaction begins when the record is saved with the commit flag set. except if the Source Inventory Location is “Customer”. then: S_INV_TXN.PHYS_SRC_INVLOC_ID). the inventory transaction is generated.ID. then the total quantity for a particular transaction in the transaction table should be equal to the total number of rows in the transaction asset table.BKT. the following validations are performed: s If the Product is serialized.

When these conditions are met. If the asset is not empty. Rules for Asset Transactions After committed inventory transactions are generated and the asset numbers for both the asset and the part movement are not empty. Otherwise. a committed inventory transaction and an inventory transaction asset are generated. Inventory Transactions in Siebel Field Service Source Inventory Transaction Part Movement on Activity Allocate action insertion on Order Entry De-allocate action insertion on Order Entry Inventory Txn Type Ship Other Receive Other Allocate (Sheet 1 of 2) Destination Inventory Trunk of FE Customer Customer Bucket On Hand On Hand On Order Assets1 Yes Yes No Inventory Customer Trunk of FE Ord Part Movement Source Invloc ID Customer Bucket On Hand On Hand Reserved Assets1 Yes Yes No De-allocate Ord Part Movement Source Invloc ID Reserved No On Order No 7-70 Siebel Field Service Guide Version 6.Service Inventory Setup and Configuration If the product is not serialized and the asset is empty. the quantity of the part movement is 1 and the asset must be from the source bucket.1 . a committed inventory transaction is generated without an inventory transaction asset. there is no need to generate an asset transaction. asset transactions are generated. Table 7-29. Types of Inventory Transactions Table 7-29 summarizes the different types of inventory transactions in Siebel Field Service.

Service Inventory Setup and Configuration Table 7-29. The assets rows are included in the transaction validation if the product is serialized. Version 6. Destination Invloc ID Customer In Transit Yes De-allocate Reserved Yes On Order Yes Receive RMA/PO Receive Other On Hand Yes Ord Part Movement Dest Inv Ord Part Movement Dest Inv Order Hdr.1 Siebel Field Service Guide 7-71 . Inventory Transactions in Siebel Field Service Source (Sheet 2 of 2) Destination Inventory Transaction Ship Other Inventory Txn Type Ship Other Inventory Ord Part Movement Source Inv Ord Part Movement Source Inv Ord Part Movement Source Inv Ord Part Movement Source Invloc ID Customer Bucket On Hand Assets1 Yes Inventory Customer Bucket On Hand Assets1 Yes De-allocate Reserved Yes Customer On Order Yes Ship Internal Ship Internal On Hand Yes Order Hdr. Destination Invloc ID Customer Ord Part Movement Avail/ Status On Hand Yes Receive Internal Ship RO Receive Internal Ship To TP Order Hdr Destination Inv Ord Part Movement Source Inv Ord Part Movement Source Invloc ID Order Hdr Destination Inv In Transit Yes Yes On Hand Yes On Hand Yes De-allocate Reserved Yes On Order Yes Receive RO Receive From TP On Hand Yes Ord Part Movement Dest Inv On Hand Yes 1.

For example. Table 7-30.Service Inventory Setup and Configuration Transactions for Part Movements in the Field When a field service engineer reports part movements in the field. a record in the Part Movement list applet with a source of Customer and a destination of Trunk means that the FSE has taken a part out of the customer’s install base and has put it in his or her trunk. specific types of transactions (Table 7-30 on page 7-72) are generated automatically. Field Service reflects this transfer by creating an inventory transaction (to receive the part into his or her trunk) and an asset transaction (to change the install base).1 . Transactions for Field Part Movements Inventory Transaction Asset is PRESENT on Activity Header? No Yes Yes No Yes No Yes No Source Customer Customer Customer Customer Order Order Trunk Trunk Destination Trunk Trunk Customer Customer Customer Customer Customer Customer Source Virtual Virtual No No No No FSE Trunk FSE Trunk Destination FSE Trunk FSE Trunk Asset Transaction No Yes Yes No Yes No Virtual Virtual Yes No 7-72 Siebel Field Service Guide Version 6.

Create new ledger records (for the source and destination). Update the quantity of the source and destination buckets. This view is used to commit field part movements to the database. If these transactions are marked as uncommitted. The engine is invoked through Service Administration © Parts Movement Administration. On synchronization. this would cause a transaction to fail. the part movement is recorded. but not applied to the inventory. With Field Service. without synchronization with the Field Service server. Normally. or selected field part movements.Service Inventory Setup and Configuration Mobile Inventory Transaction Engine Siebel Field Service provides for recording part movements in the field (mobile inventory). This allows FSEs to record transfers of assets without having the asset number or serial number on the FSE’s local laptop. Commit the field part movement. Output For each uncommitted field part movement: s s s s s s s Create committed inventory transactions (Receive Other/Ship Other). Update Asset (update INVLOC_ID and PROD_INV_ID). Version 6. Create asset transaction. Create inventory transaction asset. parts movement transactions are sent to a Field Service server and recorded in the database. the system administrator can commit them (see “To commit transactions reported by mobile clients” on page 7-10). Input All uncommitted field part movements. The server component FSInvTxn is a part of the server component group FieldSvc.1 Siebel Field Service Guide 7-73 .

Business Comp/ Object Action Business Object for the Mobile Inventory Engine Table S_ACTPART_MVMT Class::Base Class CSSBCActivityPartMvmt : CSSBCBase Description Changed: CSSBCActivityPartMvmt::AddAssetTxn().Service Inventory Setup and Configuration Criteria If the asset doesn’t belong to the source bucket.1 . CSSBCActivityPartMvmt::SqlWrteRecord(). leave it uncommitted and don’t do anything or otherwise create the right output. Table 7-31. CSSBCActivityPartMvmt::AddInvTxn(). Parameters for the Mobile Inventory Engine 1 Mode: All or Temp Table 2 ClientID (when Mode = Temp Table) Tables Involved s s s s S_ACTPART_MVMT S_INVLOC S_INVTXN_ASSET S_LST_OF_VAL s s s s S_EVT_ACT S_INVLOC_TYPE S_PROD_INVLOC S_INV_TEMP s s s S_EMPLOYEE S_INV_TXN S_PROD_INV 7-74 Siebel Field Service Guide Version 6.

8 Click the Synchronize button.Service Inventory Setup and Configuration Synchronizing Remote and Local Databases Siebel Remote enables mobile or remote clients (typically laptop computers) to connect to a Siebel Server and exchange updated data and files. 10 For Windows NT. 7 Choose Server Administration © Enterprise Configuration © Batch Component Administration. 2 In the Mobile Clients applet. then click Start. 6 Click the Enable button to activate Siebel Remote. To set up a server connection to a remote client 1 Choose Siebel Remote Administration © Remote Clients.Standard from the Pick Routing Group dialog box. run the start_server and stop_server shells.1 Siebel Field Service Guide 7-75 . add a new record. 5 Select Siebel Remote. Version 6. 9 For Siebel Field Service running under a Solaris operating system. 3 For Routing Group. b Click Stop. 7 Setting Up Siebel Remote Follow these procedures to set up communication with a remote client. a Select Siebel Server. select Mobile Client . 4 Choose Server Administration © Enterprise Configuration © Enterprise Component Groups. a process known as synchronization. choose Settings © Control Panel © Services.

7 Select Database Extract. 10 Click Start. See the Siebel Remote and Replication Manager Administration Guide. 7-76 Siebel Field Service Guide Version 6. 7 Click Start. 3 Select Generate New Database. 6 Select Transaction Merger. selecting Local for the database.” 6 Add a new record. 9 In the Client Name record. 5 Choose Server Administration © Servers © Server Tasks. 1 Connect the mobile client to the server. 11 Wait till the Status field reports “1 client(s) extracted. or run the server locally.” To log on to the local database for the first time NOTE: The Transaction Processor must be running prior to database initialization. 4 Enter a new user name and password. 2 Add a new record.1 .Service Inventory Setup and Configuration To set up a a remote client 1 Choose Server Administration © Servers © Server Tasks. 3 Log on. 5 Wait until the Status field reports “Completed Successfully. 8 Click Parameters. 4 Click Start. 2 Start Siebel Field Service. enter the client name in the Value field.

3 Click the Synchronize database icon on the toolbar. 9 Select Transaction Router.1 Siebel Field Service Guide 7-77 . 2 Log on to your remote client. or choose Synchronize from the File menu. smaller value for Sleep Time. To synchronize a Field Service server with a remote client 1 Connect the remote client to the server.Service Inventory Setup and Configuration 8 Optional: Click Parameters and type a new. 10 Click Start. The Default is 60 seconds. The Status bar reports “Synch” when synchronization is complete. Version 6. NOTE: The sleep time should be the same for the Transaction Processor. Transaction Merger. and Transaction Router or gaps will occur which impact synchronization performance.

1 .Service Inventory Setup and Configuration 7-78 Siebel Field Service Guide Version 6.

. . . . . . . 8-22 Order Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4 Application Overview . . . . . .1 Siebel Field Service Guide 8-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-24 Line Items View . . . . . . . . . . . . . . . . . 8-18 Screens and Views for Orders . . . . . . . . . . . . . . 8-11 Creating and Tracking Orders . . . . . . . . . . . . . 8-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . 8-33 Line Item Warranties View . . . . . . . . . . 8-22 Order Action Types View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-31 Line Item Part Locator View . . . . . . . . . . . . . . . . . . . . .8-10 Purchase Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 RMAs . . . . . . . . . . . . . . . . . . . . . . . . 8-5 Repair Orders . . 8-9 Internal Orders . . . . . . . . . . . . . . . . . . . . 8-11 Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-23 Orders Screen . . . . . . . . . . . . . . . . . . 8-20 Application Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-35 Terms View . . . . . 8-38 Orders Reports . . . . . . . . . . . . . . . . . . 8-37 Orders Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-24 All RMAs/Service Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-27 Line Item Actions View . . . . . . . . . . . . . . . . . . . . . . 8-13 Fulfilling Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-39 Version 6. . . 8-36 Repairs View . . . . . . . . . . . . . . . . . . .Orders 8 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . 8-43 Generating Pick Ticket Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-40 Options for Using Orders . 8-53 Running the Fulfillment and Part Locator Engines . . . . . . . . . . . . . . . . . . . . . . 8-46 Part Locator . . . . . 8-48 System Preferences for the Fulfillment and Part Locator Engines . . . . . . . . . . . 8-54 8-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . 8-45 Fulfillment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-40 Setting Up the Fulfillment and Part Locator Engines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 . . . . . . . . . . . . . . . . .Orders Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-40 Setting Up Orders . . . . . . . . 8-49 Engine Parameters for the Fulfillment and Part Locator Engines . . .

field engineers. and materials managers all use orders records to carry out their roles in the service business. Table 8-1. This chapter describes the tasks associated with these roles. normally from manufacturing inventory Handling outbound service orders. Table 8-1 describes the types of orders used in Field Service. normally from the service inventory Buying inventory from external vendors Replenishing stock.Orders About This Chapter About This Chapter Customer support representatives. Orders Used in Field Service Typical Use Selling new finished goods to customers. repairing. or moving inventory among inventory locations Receiving inbound returns from customers Handling customer returns that require receiving. and receiving parts to be repaired by a third party 8 Type of Order Sales Order Service Order Purchase Order Internal Order RMA Return RMA Repair Return RMA Advance Exchange Repair Order Version 6. shipping. and shipping back to customers Handling customer returns that require receiving and immediate shipping of exchange parts Ordering.1 Siebel Field Service Guide 8-3 .

Internal order Logistics manager Purchase order Repair order RMA RMA advance exchange RMA repair return RMA return Sales order Service order 8-4 Siebel Field Service Guide Version 6.1 . repairing. Document for handling customer returns that require receiving. The Fulfillment engine generates an inventory transaction for a specified product. Document for handling customer returns that require immediate shipment of a replacement part. and status. including replacement or repair of parts. and generating pick tickets for use in shipping these items. Document for receiving inbound returns from customers. An option of Siebel Field Service that includes the Fulfillment and Part Locator engines. instead of waiting for the damaged part to be received. Document that authorizes the request from a customer for service on existing products. and the Cycle Counting engine (see “Cycle Counting” on page 9-5). the Replenishment engine (see “Setup and Configuration for the Replenishment Engine” on page 9-49). quantity. Document for the sale of new finished goods to customers. source. based on the priority of the order and the relationships defined for the account selected or order terms specified. normally from manufacturing inventory.Orders About This Chapter Concepts and Terms Fulfillment 8 The process of identifying ordered items in inventory. Document for buying inventory from external vendors. with a unique RMA Id. and receiving the repaired parts. Document for replenishing stock or moving inventory among inventory locations. shipping parts to be repaired to a third party. Return materials authorization. allocating (reserving) them to selected orders. Document for ordering repairs. and shipping a part back to a customer.

It also provides detailed procedures for using the screens and features provided with Siebel Field Service.Orders Application Overview Application Overview This section describes the orders used in field service activities and how Siebel Field Service processes these orders. 8 RMAs An RMA authorizes a customer to return products. For procedures on setting up orders. see “Screens and Views for Orders” on page 8-20. which order a product repaired and shipped back to the customer. which authorize allocation. pick-up. For details on individual screens. and shipping an exchange product to the customer before receipt of the customer’s defective product. 8 Version 6. RMAs also include repair and return orders.1 Siebel Field Service Guide 8-5 . see “Setup and Configuration” on page 8-40. RMAs can be advance exchanges.

Business Flow for an RMA and RMA Advance Exchange 8-6 Siebel Field Service Guide Version 6.Orders Application Overview Figure 8-1 illustrates a business flow for an RMA and RMA advance exchange.1 . Figure 8-1.

Orders Application Overview Figure 8-2 illustrates a business flow for an RMA return.1 Siebel Field Service Guide 8-7 . Business Flow for an RMA Return Version 6. Customer Support Center Warehouse Clerk Internal Repair Third-Party Repair Call Service Request Receive RMA Number from CSR RMA Ship Defective Item Receive Repair? No Yes Outsource? Yes Repair No Repair Return Good to Inventory Figure 8-2.

1 . Customer Support Center Logistics Manager Warehouse Clerk Third-Party Supplier Call Service Request Service Order Allocate Check Parts Availability Outsource? Yes Receive Order No Generate Pick Ticket Pick Pack Ship Pick Pack Ship Receive Good Parts Figure 8-3.Orders Application Overview Figure 8-3 illustrates a typical business flow for a service order. Business Flow for Service Orders 8-8 Siebel Field Service Guide Version 6.

and to receive the refurbished or repaired part.Orders Application Overview Repair Orders A repair order is an order used to obtain the repair of defective parts from a thirdparty vendor.1 Business Flow for a Repair Return Siebel Field Service Guide 8-9 . Receiving Part RMA OTC Stock Transfer 8 Generate Defective Tag Internal Repair Generate Repair Activities through Repair Plan External Repair Generate Repair Order or Attach to Existing RO Complete Repair Activities Ship RO to External Repair Provider Complete Repair Receive Repaired Item from Vendor Record Time and Expenses Return Part Ship to Customer Transfer to Good Inventory Figure 8-4. Version 6. to ship a defective part to the third-party repair center. Figure 8-4 illustrates a business flow for a repair return.

1 . Business Flow for an Internal Order 8-10 Siebel Field Service Guide Version 6. 8 Logistics Manager Warehouse Clerk Warehouse Clerk or Field Service Engineer Check Part Level Generate Internal Order (Replenishment) Allocate Parts Generate Pick Ticket Pick Pack Ship Receive Figure 8-5. Figure 8-5 illustrates the business flow for an internal order.Orders Application Overview Internal Orders An internal order is an order to transfer products between two internal inventory locations—usually the result of a replenishment process.

8 Fulfillment Siebel Field Service provides two methods for filling an order automatically: s 8 The Fulfillment engine automatically locates in inventory the ordered items (or substitutes for these items). and generates a pick ticket. The user can select the line items and choose to carry out these automatic procedures for the selected items: s s s s Find products or substitutes in inventory. Generate pick tickets. Version 6.Orders Application Overview Purchase Orders A purchase order is an order to buy products from an outside vendor or from manufacturing. It gives the user control over fulfillment of individual line items in an order.1 Siebel Field Service Guide 8-11 . Allocate these items. The Parts Locator is a semi-automatic version of the Fulfillment engine. allocates these items.

Orders Application Overview Figure 8-6 illustrates the flow of a typical service order in Siebel Field Service. Automatic processes Order Handler/ Warehouse Staff Customer Service Representative Take order from customer Fulfillment Engine No Manual fulfillment? Yes Part Locator Pick ticket Generate pick ticket Pick ticket processing: line items Deallocate the quantity not found No Is the order complete? Yes Pick ticket processing: waybill Shipping information Ship order to customer Figure 8-6. Order Processing 8-12 Siebel Field Service Guide Version 6.1 .

Orders Application Overview Creating and Tracking Orders Follow these procedures to create and track orders. 7 In the Line Item Actions applet. as needed. 3 Choose the Line Items view (see “Line Items View” on page 8-27). these steps can be automated (see “Fulfillment” on page 8-11). add a record for each action (allocate. 2 Add a new record. if required. backorder. and substitute) associated with a product. Version 6. and substitute) with a line item. 4 Add a record for each product required for this service order. 8 Specify the product and asset to ship. 8 To create a service order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). NOTE: If the Logistics Manager is installed. select that line item. specifying the type as RMA Advance Exchange. specifying the type as Service Order. 9 Specify the source inventory location plus other information. ship. 3 Choose Orders © RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). 5 To associate action types (allocate. RMA Repair Return. 2 Add a new record. ship.1 Siebel Field Service Guide 8-13 . or RMA Return. To create an RMA 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 6 Choose the Line Item Actions view (see “Line Item Actions View” on page 8-31). backorder.

Ship. 5 Click the Line number to go to Orders ©RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). NOTE: If the Logistics Manager is installed. these steps can be automated (see “Fulfillment” on page 8-11).Orders Application Overview 4 Add a record for each product required for this service order. 6 In the Line Item Actions applet. To create an internal order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). De-Allocate. add records for each product ordered. 5 Supply the product name and other information as needed. 3 Select Purchase Order for the type. Substitute. 8-14 Siebel Field Service Guide Version 6. or Backorder) to the line item. NOTE: If the Logistics Manager is installed.1 . 2 Add a new record. assign action types (Allocate. 4 Specify both shipping and receiving locations in the From and To Inventory fields. To create a purchase order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). Receive. these steps can be automated (see “Fulfillment” on page 8-11). 3 Choose Orders © RMAs/Service Order © Terms (see “Terms View” on page 8-36). 2 Add a new record of the type Internal Order. 5 In the Line Items applet. 4 Click the order number to go to RMAs/Service Order © Line Items (see “Line Items View” on page 8-27).

5 Choose Orders ©RMAs/Service Order © Terms (see “Terms View” on page 8-36). 9 In the Line Item Actions list applet. 10 Click Generate Pick Tickets to create the pick ticket for the shipment. 6 Specify the source inventory in the From field. 7 Specify the external provider in the To Inventory field (the destination). 2 Select an order. To record all products required to fulfill an order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 2 Add a new record. 3 Click the Order Number to go to RMAs/Service Order © Line Item (see “Line Items View” on page 8-27). Version 6. add a record for each item in the order.1 Siebel Field Service Guide 8-15 . 5 Choose Orders © RMAs/Service Order © Line Item (see “Line Items View” on page 8-27). specifying Allocate as the Action Type. 6 In the Line Items applet. 4 In the Line Items applet. add the items to be repaired. 8 Choose Orders © RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). specifying Repair Order as the Type.Orders Application Overview To create a repair order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). add a new record. 4 In the Line Items list applet. select a record. 3 Choose Orders © RMAs/Service Order © Line Item (see “Line Items View” on page 8-27).

8-16 Siebel Field Service Guide Version 6. create a new record for each action.1 . select a record. 3 Check the Status column. 3 Click the order number to go to RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). To allocate parts for an order manually 1 Choose Orders © RMAs/Service Orders © Line Item Actions (see “Line Item Actions View” on page 8-31). 3 Choose Orders © RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). 4 In the Line Items applet. 2 Select an order. 5 Choose RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). and so on. 4 Select the line item to allocate for the order. or create new line items. 6 In the Line Item Actions applet. 5 Choose Orders © RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). To check the status of an order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 2 Select an order. Action types may be Ship.Orders Application Overview To define activities required to fulfill an order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). Allocate. 2 Select the order from the list applet.

and Status. 8 Generate a shipment number by clicking Generate Pick Tickets.Orders Application Overview 6 Add an action record and choose Allocation as the action type.1 Siebel Field Service Guide 8-17 . To generate a pick ticket for a repair order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 2 Select an order. use the Fulfillment engine. NOTE: All subviews of Orders © RMAs/Service Order contain the Generate Pick Ticket button. Availability. add a new record for the Product. 3 Click the Order Number to go to RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). NOTE: If the Logistics Manager and its Fulfillment engine are installed. 6 Specify Allocate as the Action Type. 3 Choose Orders © RMAs/Service Order © Repairs (see “Repairs View” on page 8-37). 4 In the Line Items applet. specifying Allocate actions is unnecessary. and click its Line number to go to RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). 5 In the Line Item Actions applet. 7 Specify Source Inv Loc. 4 In the RMA/Service Order applet. To allocate items for pending RMAs and service orders 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). Version 6. 7 Specify the source inventory location (Source Inv Loc field). select the Product to allocate. Instead. click Generate Pick Ticket. 2 Select a repair order.

8-18 Siebel Field Service Guide Version 6. NOTE: To view or allocate available substitutes. and then loads the list of available and substitute parts in the Available Products/Available Substitutes applet. 3 Choose Orders © RMAs/Service Order © Terms (see “Terms View” on page 8-36). 2 Select an order. The Part Locator searches for the product or specified substitutes through available inventory locations. 8 Fulfilling a Service Order Using the Part Locator To locate then allocate order line items 1 Choose Orders © RMAs/Service Orders © Line Item Part Locator (see “Line Item Part Locator View” on page 8-33). select the Inventory Locations from which you want to allocate the product. 4 In the Available Products/Available Substitutes applet. 2 Query the order to fulfill. click the Toggle button in the Available Products/Available Substitutes applet. 5 Select the quantity of a selected line item. the available quantity is allocated. If no quantity is specified.Orders Application Overview To view shipping and billing instructions and payment terms for an order 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). Fulfilling Orders Follow these procedures to fulfill service orders.1 . 3 Select a line item in the Line Items applet and click Locate.

Field Service generates a Pick Ticket for each inventory location from which parts are allocated. To fulfill order line items 1 Choose Orders © RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). or click Fulfill All to fulfill all orders. s Allocate. Orders © All RMAs/Service Orders across Organizations. s 2 Select one or more orders.Orders Application Overview 6 Click the appropriate button: s Allocate All. Allocates the selected line item. Version 6. Allocates available parts automatically. 3 Click Fulfill to fulfill selected line items. 7 Complete the fulfillment by clicking Generate Pick Tickets in the RMA/Service Order applet. or click Fulfill All to fulfill all line items. starting with the first listed inventory location. 2 Select line items for a service order. Fulfilling a Service Order Using the Fulfillment Engine To fulfill orders 1 Choose one of the following views: s Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). The allocated parts appear in the Line Item Allocation applet. 3 Click Fulfill to fulfill selected orders.1 Siebel Field Service Guide 8-19 .

and service orders.) Define the actions that may be associated with order types. purchase. RMAs. Screen Application Administration 8 Screens and Views for Orders Views Order Action Types Order Types (Sheet 1 of 2) Role/Procedures (Click to see full procedure.1 . Record all orders related to service and inventory replenishment: internal.Orders Screens and Views for Orders Screens and Views for Orders Click the name of a screen or view in Table 8-2 to see more information. See: “To create a service order” on page 8-13 “To create an RMA” on page 8-13 “To create a purchase order” on page 8-14 “To create an internal order” on page 8-14 “To create a repair order” on page 8-15 “To check the status of an order” on page 8-16 “To allocate parts for an order manually” on page 8-16 “To allocate items for pending RMAs and service orders” on page 8-17 “To fulfill orders” on page 8-19 8-20 Siebel Field Service Guide Version 6. Table 8-2. Define the types of orders.

See: “To create a service order” on page 8-13 “To create an internal order” on page 8-14 “To create a repair order” on page 8-15 “To allocate parts for an order manually” on page 8-16 “To allocate items for pending RMAs and service orders” on page 8-17 RMAs/Service Order © Line Item Part Locator Find in inventory the product to allocate to a line item in an order. View a summary of an order. Screen Orders Screens and Views for Orders Views (Sheet 2 of 2) Role/Procedures (Click to see full procedure. See: “To locate then allocate order line items” on page 8-18 RMAs/Service Order © Line Item Warranties RMAs/Service Order © Terms View the warranties associated with a product.) Define all products required to fulfill an order. These activities must be completed to fulfill the order.1 Siebel Field Service Guide 8-21 . See: “To create a service order” on page 8-13 “To create an RMA” on page 8-13 “To create a purchase order” on page 8-14 “To create a repair order” on page 8-15 “To allocate parts for an order manually” on page 8-16 “To allocate items for pending RMAs and service orders” on page 8-17 “To fulfill order line items” on page 8-19 RMAs/Service Order © Line Items RMAs/Service Order © Line Item Actions Define activities associated with an order line item. shipping instructions and billing instructions. Version 6.Orders Screens and Views for Orders Table 8-2. See: “To create an internal order” on page 8-14 “To create a repair order” on page 8-15 RMAs/Service Order © Repairs View repairs (defective tags) associated with a line item in an RMA or service order.

Table 8-3 on page 8-23 describes the field in this view. These actions indicate that the product has been reserved for a line item (allocate action). or it has been received. it has been shipped. The processing of orders is defined by actions. Figure 8-7) defines the actions that may be associated with an order type. 8 Figure 8-7.1 .Orders Application Administration Screen Application Administration Screen The Orders views on the Application Administration screen has two subviews for configuring orders. 8 Order Action Types View The Order Action Types view (Application Administration © Orders. it has been substituted by another product. Order Action Types List Applet in the Order Action Types View 8-22 Siebel Field Service Guide Version 6.

Version 6. To change or replace an order type or an order action type. Line Item Action Type NOTE: Never delete order types or order action types. Field Field in the Line Item Action Types Applet Description Action types that appear in the Pick Action Type dialog box (Orders © RMAs/Service Order © Line Item Actions. Line Item Actions list applet. that are associated with individual order types. Table 8-4. chosen from a picklist.Orders Application Administration Screen Table 8-3.1 Siebel Field Service Guide 8-23 . Field Field in the Associated Action Types List Applet Description Action types. See “Line Item Actions View” on page 8-31). Choose order types from a picklist. modify the List of Values and then update (do not delete and re-enter) the Type entry. Field Order Type 8 Field in the Order Types List Applet Description Order types that appear in a picklist for the Type or Order Type fields (Orders © RMAs/Service Orders. as their Row Ids provide values for tables elsewhere in Orders. The order types are chosen from a picklist. Table 8-5. Line Item Action Type Order Types View The Order Types view (Application Administration © Orders) defines the types of orders that are available. RMAs/Service Orders applets). Table 8-4 and Table 8-5 describe the fields in this view.

8 8 Figure 8-8.1 . and service orders. All RMAs/Service Orders View 8-24 Siebel Field Service Guide Version 6.Orders Orders Screen Orders Screen All RMAs/Service Orders View The All RMAs/Service Orders view. Figure 8-8 on page 8-24. purchase. records all orders related to service and inventory replenishment: internal. RMAs. This view shows only the service orders that belong to the organizations to which the user also belongs. Table 8-6 on page 8-25 describes the fields in this view. See “Inventory Locations Across Organizations” on page 7-27 and “Inventory Transactions Across Organizations” on page 7-43.

The category of order. Table 8-6. When this field is not checked. for example: s s s s s s s s s Order Date Active Order Number Type or Order Type Internal Order Purchase Order RMA Advance Exchange RMA Repair Return RMA Return Repair Order Sales Order Service Order eSales Order Status The current state of an order. for example. Open. the record becomes read-only.1 Siebel Field Service Guide 8-25 . Field/Button Fulfill Fulfill All Selected Fields in the All RMAs/Service Orders Applets Description (Sheet 1 of 2) This button creates a transaction that allocates inventory and creates pick tickets for line items in a selected order. This button creates a transaction that allocates inventory and creates pick tickets for line items in all pending orders (not already fulfilled). New. chosen from a picklist. or Pending. The date the order record was created. chosen from a picklist. A status of New or Open allows the Part Locator to fulfill this order.Orders Orders Screen NOTE: The All RMAs/Service Orders across Organizations view displays the orders that belong to all organizations in the field service business. This check box defaults to True when the order is created. A check box indicating that this order is active. In-transit. A unique Id assigned to this record. chosen from a dialog box. Account Version 6. The name of the customer receiving this order.

Orders Orders Screen Table 8-6. chosen from a dialog box. Field/Button Selected Fields in the All RMAs/Service Orders Applets Description (Sheet 2 of 2) Acct Order # Priority Approved Approved By Billable Currency Price List Discount % Service Request Number Quote Number Requested Ship Date A type-in field for the number of an order from the customer. 8-26 Siebel Field Service Guide Version 6. for example. chosen from a dialog box. If the order results from a previous quote. The price list used to bill this order. chosen from a dialog box. the number of the quote. It would be advisable to create a Workflow Manager policy which tracks unreturned parts and reminds the customer. to return those parts. chosen from a dialog box. A check box indicating that this order is approved for fulfillment. the customer is not required to send the defective part before receiving a replacement. Low or High. chosen from a picklist. The type of currency used to bill this order. chosen from a dialog box. The discount applied to the total price of this order. The level of importance for this order. A check box indicating that this order is billable to the customer. by email. If the order results from a service request. chosen from a picklist.1 . The name of the person approving this order. The date that the customer requested for fulfilling this order. NOTE: With an RMA advance exchange. the number of the service request.

Generate Pick Tickets Figure 8-9. Table 8-7. Figure 8-9) records all products required to fulfill an order.1 Siebel Field Service Guide 8-27 . see “Generating Pick Ticket Button” on page 8-45. For the details of how this button works. Table 8-7 describes the button in this view. Line Items List Applet in the Line Items View Version 6.Orders Orders Screen Line Items View The Line Items view (RMAs/Service Order © Line Items. Button Button in the RMS/Service Order Form Applet Description This button generates a pick ticket for line items that have been allocated. NOTE: Subviews of the RMAs/Service Orders view have a Generate Pick Tickets 8 button.

Note that pricing data is cached to increase speed. based on the pricing data in the Pricing Administration © Pricing © Price List Line Items. The current state of the product. 8-28 Siebel Field Service Guide Version 6. chosen from a picklist. A check box indicating that this line item is on loan to the customer. chosen from a dialog box. starting from 1. A check box indicating that this item is billable to the customer. This button numbers line items sequentially. The asset number for the product in this line item. Note that the Fulfill buttons are present only if Siebel Field Service has the optional Logistics Manager. Good or Defective. A number assigned to this record or typed in by the user.Orders Orders Screen Table 8-8. for example. A type-in field for the number of items available to ship. Read-only. A type-in field for the number of items requested in the order. If the administrator changes the pricing structure in this view. the user must restart the application to update the price for the line item.1 . The serial number of this line item. chosen from a dialog box. Field/Button Fulfill Selected Fields in the Line Items List Applet Description (Sheet 1 of 3) This button creates a transaction that carries forward the order for line items in the selected order. This button recalculates the price of the selected line item only. Fulfill All This button creates transactions that carry forward the orders for line items in all pending orders (not already fulfilled). This is useful if a line item was deleted. Reprice Reprice All Renumber Line Asset Number Serial Number Product Product Status Qty Requested Qty Shipped Loaner Billable Flag This button recalculates the prices of all line items. The name of a product.

The percentage of discount to apply to the list price. Date this product was promised to the customer.Orders Orders Screen Table 8-8. The service and the covered product may have a different price. The service price can be based on the price of the product covered. chosen from a picklist. If List Price is blank. derived from the price list. Disc Amount. Version 6. A read-only field for the list price of this item. A read-only value calculated from List Price — Discount. A type-in field for the amount of the discount to apply to a list price. for example. Field/Button Service Selected Fields in the Line Items List Applet Description (Sheet 2 of 3) A check box indicating that the order line item is a service product. the other two are set to blank.1 Siebel Field Service Guide 8-29 . This is a calculated value. it is possible to specify a covered product (for example. equal to (List Price — Net Price)/List Price. Note that Disc %. A read-only value calculated from Qty * Net Price. The current state of fulfillment for this item. chosen from a picklist. and Disc Price are mutually exclusive. then this is calculated from Qty * Net Price. A read-only value calculated from Qty * List Price. A check box indicating that this item is tax exempt. with special pricing. The name of the product covered by the service line item. A type-in field for the name of a product not in the Field Service database. When you set one of these. chosen from a dialog box. Covered Product Write-In Prod Due Date Status List Price Disc % Disc Amount Disc Price Tax Exempt Net Disc% Net Price Non-Discount Extended Price Extended Price A type-in field for the discounted list price. that product that the service covers). If the line item represents a service defined in the Product Administration view. Open or In-transit. The Net Price is then set.

and the discount for 100–200 items is 15%. 8-30 Siebel Field Service Guide Version 6.Orders Orders Screen Table 8-8. An activity related to this order. and the discount for 100–200 items is 15%. this field shows 10%. Field/Button Selected Fields in the Line Items List Applet Description (Sheet 3 of 3) Current Discount The current discount percentage for the quantity ordered. and the discount for 50–99 items is 10%. Next Discount Upsell Source Inv Loc Destination Inv Loc Related Activity NOTE: When fulfilling orders. chosen from a dialog box.1 . this field shows 15%. The volume discount for the next highest level. your discount will rise to 15%. For internal transfers. the inventory location to receive this line item. For instance. if the user ordered 70. This is a read-only message that encourages the user to purchase a higher volume. Instead. this might show the message. “If you buy 30 more.” The inventory location containing this line item. the remaining quantity that should be fulfilled is computed each time the Fulfillment engine is run against the order. For instance. For instance. if the user ordered 170. if the user ordered 70. chosen from the Pick Related Activity dialog box. chosen from a dialog box. the Fulfillment engine cannot create backorder actions if the line item cannot be entirely fulfilled.

1 Siebel Field Service Guide 8-31 . These activities must be completed to fulfill the order.Orders Orders Screen Line Item Actions View The Line Item Actions view (RMAs/Service Order © Line Item Actions. Table 8-9 on page 8-32 describes the fields in this view. Figure 8-10) records activities associated with an order line item. Line Item Actions View Version 6. 8 Figure 8-10.

The type of action. for example. In Transit or On Order. Availability Dest. In Transit or On Order. The pick ticket number for this product. chosen from a picklist. chosen from a dialog box. Allocate. The availability status of the product at the source inventory location. for example. The shipping number for this product. Field/Button De-Allocate Date Action Type Fields in the Line Item Actions List Applet Description This button removes a product reserved for a selected line item and returns this item to available status in the inventory. Good or Defective. for example. The number of the waybill for shipping this item. Receive. for example. this is the inventory location to receive the product.Orders Orders Screen Table 8-9. for example.1 . chosen from a dialog box. Good or Defective. Exceptions arise. from damage during shipping or movement of damaged products. The location in inventory of the selected line item. Product Name Quantity Source Inv Loc Src. The number of selected line items. or Substitute. for example. The date that this record was created. chosen from a dialog box. chosen from a picklist. The availability status of the product at the source inventory location. The condition of the product at the inventory location. chosen from a dialog box. chosen from a picklist. chosen from a dialog box. chosen from a picklist. If a product is transferred within the service business. Usually the same as Source Status. Status Assets Shipment # Pick Ticket Waybill # 8-32 Siebel Field Service Guide Version 6. Ship. The condition of the product at the inventory location. The name of the selected line item. The asset number for this product. inherited from the Line Item applet. Availability Source Status Destination Inv Loc Dest.

The Allocate buttons reserve the product for an order. Button Locate Buttons in the Line Items List Applet Description This button finds available products or substitutes in an inventory location for a selected line item. Locate All Version 6. These appear in the Available Products/Available Substitutes applet. Available Products/Available Substitutes.1 Siebel Field Service Guide 8-33 .Orders Orders Screen Line Item Part Locator View The Line Item Part Locator view (RMAs/Service Order © Line Item Part Locator. and Line Item Allocation List Applets in the Line Item Part Locator View NOTE: The toggle in the Available Products list applet switches to the Available Substitutes list applet. Figure 8-11) finds the product to allocate to a line item in an order. Table 8-10 through Table 8-12 on page 8-34 describe the fields in this view. These appear in the Available Products/Available Substitutes applet. This button finds available products or substitute in an inventory location for all line items. Line Items. Table 8-10. 8 Figure 8-11.

List Applet Field/Button Allocate Allocate All Qty Selected Fields in the Available Products/Available Substitutes Description Reserves the selected line item. Inventory Location Quantity Allocated Shipment # NOTE: Substitutions are unidirectional. chosen from a dialog box. chosen from a dialog box.Orders Orders Screen Table 8-11. The shipping number for this product. Product A may substitute for product B. The location of the product in the service inventory. The number of this item in inventory that have been reserved for this line item. Reserves all line items. The location of the product in the service inventory. Field/Button Product Fields in the Line Item Allocation Applet Description The name of the product. Product Inventory Location Quantity Available Table 8-12. chosen from a dialog box. If no quantity is specified.1 . The number of each line item to allocate when the Allocate or Allocate All button is activated. but B cannot substitute for A unless that substitution is explicitly defined. 8-34 Siebel Field Service Guide Version 6. The name of the product. the available quantity is allocated. The number of this item in inventory with the status of available.

Fax. 8 Figure 8-12.1 Siebel Field Service Guide 8-35 . Field Name Type Selected Fields in the Warranties List Applet Description (Sheet 1 of 2) The name of a warranty. Sub-Type Recovery Type Claim Process Expected Received Recovered Amount Version 6. Manufacturer. chosen from a picklist. or Phone. chosen from a picklist. E-Mail. Line Item Warranties List Applet in the Line Item Warranties View Table 8-13. for example. The class of warranty coverage.Orders Orders Screen Line Item Warranties View The Line Item Warranties view (RMAs/Service Order © Line Item Warranties. 1-Year Limited Warranty. The amount of payment received. or Product. Repair. for example. For more information about warranties. or Replace. see Chapter 6. chosen from a picklist: Component. Text describing the claim and what was received. Figure 8-12) shows the warranties associated with a product. Full Coverage. Text describing this claim and what is expected. for example. The method of presenting a claim.” Table 8-13 describes the fields in this view. chosen from a picklist. for example. Cash or No Charge. Hardware Only. The method of payment for items not covered by the warranty. “Warranties. One of the three type of warranties that Field Service recognizes.

Field Selected Fields in the Warranties List Applet Description The estimated value of this claim.Orders Orders Screen Table 8-13. The actual date for receiving the recovered amount. 8 8-36 Siebel Field Service Guide Version 6. Failure to set these fields properly will generate an error when shipping or receiving the order. A check box indicating that this line item is on loan to the customer. shipping instructions. NOTE: When creating repair and internal order records. A check box indicating that this item is billable to the customer. The current state of this warranty recovery.1 . A check box indicating that a warranty credit is being requested for this line item. see the online help for the Quotes screen. the From [inventory] and To Inventory fields in the Terms view (Terms form applet) must be completed. and billing instructions. For more information. Terms View The Terms view (RMAs/Service Order © Terms) contains a summary of an order. (Sheet 2 of 2) Estimated Value Expected Recovery Date Recovered Date Status Wrnty Rcvry Loaner Billable Flag The date predicted for receiving the recovered amount.

8 Figure 8-13. Version 6.1 Siebel Field Service Guide 8-37 .Orders Orders Screen Repairs View The Repairs view (RMAs/Service Order © Repairs. Figure 8-13) shows repairs (defective tags) associated with a line item in an RMA or service order. Click this field to go to Repairs © Activities. The asset number for the repaired item. Repairs List Applet in the Repairs View Table 8-14. Table 8-14 describes the fields in this view. The serial number for the repaired item. Field Defective Tag Serial Number Asset Number Fields in the Repairs List Applet Description The defective tag number for the repaired item.

Two charts: s s The number of RMAs/Service orders of a specific priority.Orders Orders Charts Orders Charts The Orders screen provides the charts listed in Table 8-15. The number of RMAs/Service orders of a specific status. The number of sales orders of each type. Table 8-15. The number of RMAs/Service orders of each type. Status and Priority Analysis (Sales) Two charts: s s The number of sales orders of a specific priority.1 . New sales orders as a function of calendar period. Aging Analysis by Priority (RMAs/Service) Aging Analysis by Priority (Sales) New Orders Analysis (RMAs/Service) New Orders Analysis (Sales) Status and Priority Analysis (RMAs/Service) The number of RMAs/Service orders of a specific age. Trend Analysis by Type (RMAs/Service) The number of orders of each type as a function of calendar period. Chart Account and Type Analysis (RMAs/Service) 8 Orders Analysis Analysis Two charts: s s The number of RMAs/Service orders for each account. The number of sales orders of a specific status. The number of sales orders of a specific age. New RMAs/Service orders as a function of calendar period. 8-38 Siebel Field Service Guide Version 6. Account and Type Analysis (Sales) Two charts: s s The number of sales orders for each account.

1 Siebel Field Service Guide 8-39 . Detailed information for shipping and billing. Version 6. Report All Orders Summary All Orders Detail Order Detail 8 Orders Reports Description Summaries of all orders. Table 8-16. one per page. A complete description of each order. line items.Orders Orders Reports Orders Reports The Reports menu provides the reports listed in Table 8-16. and comments for the selected order. NOTE: Use a query to limit reports to orders of interest.

create a new record. 8-40 Siebel Field Service Guide Version 6. choose a value from the picklist. 3 In the Order Type field. for example. 3 In the Associated Action Types applet. 8 To set the parameters for the Fulfillment and Part Locator engines 1 Choose Server Component Requests © My Component Requests. find the parameter (see Table 8-18 on page 8-53) in the Name column. 2 In the Order Types list applet. 2 In the Order Types list applet. 2 In the Component Request form applet. select the order type to configure. Setting Up the Fulfillment and Part Locator Engines Follow these procedures to set up the Fulfillment and Part Locator engines. select a Purchase Order. 4 Type the new value in the Value column. 8 To define types of orders 1 Choose Application Administration © Orders © Order Types. 8 Setting Up Orders Follow these procedures to define order types. for example. To define actions supported for an order type 1 Choose Application Administration © Orders © Order Types. Allocate. select FSFulfill or FSLocate for the Component/Job.1 . add a new record for each action type that you want to associate with the order type.Orders Setup and Configuration Setup and Configuration This section includes procedures for setting up orders for Field Service. 3 In the Component Request Parameters list applet.

restart the Field Service server. 3 In the System Preference Value column. To set the Fulfillment engine to wait for the fulfillment results 1 Choose Options from the View menu. 3 Type in a new value for System Preference Value. 2 Locate the name of the system preference (System Preference Name column) (see Table 8-17 on page 8-50). To set system preferences for the Fulfillment and Part Locator engines 1 Choose Application Administration © System Preferences. To set a default inventory location for fulfillment 1 Choose Application Administration © System Preferences. 3 Uncheck Asynchronous fulfillment of Orders. choose the Field Service tab. choose Options. select the Field Service tab. Version 6. 4 To register changes to system preferences.1 Siebel Field Service Guide 8-41 . 2 In the Options dialog box. 2 In the System Preference Name column. 2 In the Options dialog box. select DefaultFulfillInvloc. check or uncheck Asynchronous generation of Replenishment orders. 3 For the Mode of Operation.Orders Setup and Configuration To set asynchronous or synchronous operation of the Fulfillment and Part Locator engines 1 From the View menu. enter the Row Id of the inventory location (see Table 8-17 on page 8-50). 4 Restart the Field Service server.

and Pending. select InventoryTypeForPT. s s 4 Restart the Field Service server. you must enter its name as it appears in the application. or 3 to specify an allocation rule: s Rule 1: Always allocate a substitute before searching the next inventory location. 3 In the System Preference Value column. To set the Fulfillment engine to fulfill another order status 1 Choose Application Administration © System Preferences. Rule 3: Never allocate a substitute if the exact product can be found in another inventory location. To set substitution allocation rules for fulfillment 1 Choose Application Administration © System Preferences. 2 In the System Preference Name column. enter the Inventory Location Types that you wish to make valid for order fulfillment. 4 Restart the Field Service server. enter 1. Rule 2: Allocate a substitute only if substitution allows shipment from a single inventory location.1 . 2 In the System Preference Name column. 3 Add or delete order statuses.Orders Setup and Configuration To set inventory location types for fulfillment 1 Choose Application Administration © System Preferences. 2 In the System Preference Name column. enclosed in single quotes. select AllocationRule. To add an order status. To add an inventory location type. 8-42 Siebel Field Service Guide Version 6. select OrderStatusToBeFulfilled. Default vales for items in fulfillment are Open. New. 3 In the System Preference Value column. enclosed in single quotes. 2. 4 Restart the Field Service server. you must enter its name as it appears in the application.

1 Siebel Field Service Guide 8-43 . billing. Options for Using Orders Service businesses deploy Field Service Orders in a variety of ways. enclosed in single quotes. Inventory levels are rolled-up and transferred to a back office system for financial processes. s s s s s Version 6. 4 Restart the Field Service server. Service inventory is tracked using Field Service Inventory. Three typical options for using Orders are described in this section. 2 In the System Preference Name column. The materials manager processes orders using Orders (Allocation. To add an order item status. Customer service representatives have read-only access to inventory levels in order to provide feedback to the customer. Warehouse clerks use Orders to process the movement (pick/pack/ship and receipts). Pick Ticket generation). 3 Enter or delete order item statuses.Orders Setup and Configuration To set the Fulfillment engine to fulfill another order status for line items 1 Choose Application Administration © System Preferences. credit). according to their business processes and needs. select OrderItemStatusToBeFulfilled. you must enter its name as it appears in the application. Orders are transferred to a back office system for financial purposes (invoicing. 8 Option I s s RMAs and service orders are created within Siebel Field Service.

Integration with the back office application can be bidirectional: s Batch feed from the back office application to the Siebel application on order status and fulfillment information.Orders Setup and Configuration Option II s s s s RMAs and service orders are created within Siebel Field Service. Orders are transferred to a back office system for fulfillment and receipt. Customer support representatives and materials managers have read-only access to Field Service inventory levels in order to provide feedback to customers. Service Inventory is tracked within the back office application but Field Service has read-access so that inventory levels are visible to Siebel users. s Option III s s RMAs and Service Orders are created within Siebel Field Service. but parts cannot be committed to an order using Field Service Orders. Real-time access to the Siebel application’s order status and fulfillment information on request. Integration with the back office application can be bidirectional: s s s s Batch feed from the back office application to the Siebel application on order status and fulfillment information. s 8-44 Siebel Field Service Guide Version 6. Service Inventory is tracked using the back office application. Real-time access to the Siebel application’s order status and fulfillment information on request.1 . Orders are transferred to a back office system for fulfillment and receipt.

For a description of how in-transit inventory is tracked. Version 6. please refer to “Inventory Transactions” on page 7-66. the Generate Pick Ticket function tries to create a valid pick ticket (a new row in table S_SHIPMENT). the same pick ticket is used. Associates the line item action to that pick ticket by updating the Shipment number field. It is necessary to input the source (From:) and the destination (To:) inventory locations in Orders © Terms. Only when source warehouses are different will a new pick ticket be generated. If this inventory is not of type Warehouse.Orders Setup and Configuration Generating Pick Ticket Button The Generate Pick Ticket button on the Orders screen (see “Application Overview” on page 8-5) produces a pick ticket record. s Special Considerations for Internal Orders An internal order is between two inventory locations that are recorded as inventory locations. then it generates a pick ticket at this location.1 Siebel Field Service Guide 8-45 . where the item is not on a pick ticket (the Shipment number field is blank). In doing so it looks at the source inventory where the allocation is done. This is the logic behind the button: s 8 For each line item action of type Allocate. If one is found. then it tries to find a parent inventory for the source inventory with the type Warehouse. For other line item actions that have same source. This enables Siebel Field Service to track the in-transit inventory at the destination.

fulfillment can be initiated at regular intervals (for example. twice a day for pending high-priority orders or once a day for other orders) or according to conditions (for example. in batch mode using the Repeat Interval. See “Terms View” on page 8-36. Finding Fulfillment Inventory Locations When fulfilling an order. available substitutes). See “Accounts Views” on page 2-26. if any.Orders Setup and Configuration Fulfillment Engine The Fulfillment engine automatically finds and allocates products for selected service orders. An inventory location. the Fulfillment engine looks for parts in this order: s The source inventory location defined in Line Items. The From [inventory location] field in the Terms applet. As a batch process. See “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49. The system preference setting DefaultFulfillInvLoc. high-priority orders might be fulfilled immediately). or in accordance with a workflow policy. s s s 8-46 Siebel Field Service Guide Version 6. and produces pick tickets to use for the orders. if any. Customer’s preferred location (Account). See “Line Items View” on page 8-27.1 . The engine uses the following information: s s s 8 Priority of the order. the Accounts list applet. defined in Accounts © All Accounts. Product information (for instance. s The engine can be run from the Field Service user interface. Relationships among inventory locations (to determine which location to query next if the product cannot be found in a given location).

The Logic of the Fulfillment Engine Version 6. Order to fulfill Any remaining line items? No Generate one pick ticket per inventory location (warehouse level) Set source = default source for the line item or for the customer site Yes End of fulfillment process Allocate the lesser of the quantity available for this product and the order quantity pending (ordered <minus sign> allocated) Yes Quantity allocated = quantity pending? No Review possible substitutes for the current product and allocate as appropriate (if option selected) Yes Quantity allocated = quantity pending? No Set source = next source for this order priority No Is there a next source? Yes Figure 8-14.1 Siebel Field Service Guide 8-47 .Orders Setup and Configuration Figure 8-14 describes what the Fulfillment engine does after a user selects the orders to fulfill and starts the engine.

Now the user can manually allocate these parts and generate the pick tickets. 8 8-48 Siebel Field Service Guide Version 6. In a typical use of the Part Locator.1 . Using information from the configuration parameters. The Fulfillment engine uses information entered elsewhere in Field Service to decide how to fulfill a service order. The CSR creates a Service Order. The Part Locator engine analyzes orders. the engine uses allowable substitutes specified for the product. locates parts for each line item. it reads the replenishment relationships between inventory locations to determine from which other warehouse to fulfill the order. The Part Locator follows the fulfillment logic specified in Figure 8-14 on page 8-47. and returns the located parts (products or substitute products) to the user. and adheres to configuration parameters for the Fulfillment engine. For instance.Orders Setup and Configuration Part Locator The Part Locator provides for semi-automatic searching and fulfillment of line items in an order. and starts the Part Locator from a line item of the Service Order. The Part Locator. Where substitution of products is necessary. The Part Locator controls are on Orders © RMAs/Service Order © Line Item Part Locator. If a nearby warehouse is out of stock. selects a line item in the order. cannot run asynchronously— meaning that the Locate command initiates a product search during which the Field Service application is unavailable for other operations. unlike the Fulfillment Engine. it considers account information to select the nearest warehouse in which suitable products are available. the Part Locator browses among various inventory locations and proposes sources from which to fulfill the order. a customer service representative (CSR) receives a service request that requires shipping a product.

Version 6. Value of the system preference.1 Siebel Field Service Guide 8-49 . Use System Preferences to set these values: s s s s s s Default fulfillment inventory locations Default inventory location types Substitution allocation rules Order statuses valid for fulfillment Item statuses valid for fulfillment Synchronous or asynchronous fulfillment NOTE: To register changes to system preferences. The BusComp is System Preferences. Changing the values of these preferences changes the default behavior of each engine. there are system preferences which determine the behavior of each engine (see “System Preferences for the Fulfillment and Part Locator Engines” on page 8-49). The Fulfillment and Part Locator engines use the same system preferences. Name of the system preference. VAL. restart the Field Service server. These system preferences are stored in the table S_SYS_PREF. These are the columns of main interest: s s 8 SYS_PREF_CD.Orders Setup and Configuration System Preferences for the Fulfillment and Part Locator Engines For all the Field Service engines. shown in Table 8-17 on page 8-50.

The values should be from the Order Status LOV and individual values should be LIVs. The value must be the Row Id of the service inventory location. To find this Id. The values should be from the Inventory location type LOV and individual values should be LIVs. 2 = Allocate a substitute only if it allows shipment from a single inventory location. The possible values are 1. The values should be from the Order Item Status LOV and individual values should be LIVs. s s The Row # field contains the Id. use the following procedure: s DefaultFulfillInvloc In any Service Inventory view.2. Pending OrderStatusToBeFulfilled OrderItemStatusToBeFulfilled NOTE: To register changes to system preferences. New. In the dialog box. InventoryTypeForPT Warehouse Specifies the Inventory location type. AllocationRule 1 OrderTypeToBeFulfilled Service Order. Specifies the valid values for Order Type. Specifies the valid values for Order Status. Specifies the valid values for Order Item Status. Parameter System Preferences for the Fulfillment and Part Locator Engines Default Value Blank Comments Specifies the default inventory location to use as a source inventory location for the Fulfillment engine and Part Locator. 3 = Never allocate a substitute if the exact product can be found in another inventory location. select an inventory location. select About Record. Internal Order Open. click Details. Pending Open.Orders Setup and Configuration Table 8-17. This will be used as the Source Inventory Location if the user doesn't specify the Source Inventory Location at run time. Specifies the rules for substitution.1 . New. restart the Field Service application. The values should be from the Order Type LOV and individual values should be LIVs. 8-50 Siebel Field Service Guide Version 6.3 where: 1 = Always allocate a substitute before going to next inventory location. From the Help menu.

1 Siebel Field Service Guide 8-51 . Allocation and substitution options are set in at three levels in Field Service: s Products. the Fulfillment engine can allocate this product. then any allocation that can take the level to below safety is not carried out. See the Field Service Details applet.Orders Setup and Configuration Substitution and Allocation Flags The Fulfillment engine uses the following inventory-specific attributes in its logic: s s Auto-allocate. If not defined. these attributes are binary values. or Default. the Fulfillment engine can allocate substitute parts in lieu of this product. If this flag is set. Version 6. s Inventory types. then 3 Get the value of the attribute at product level. If this flag is set for a product. The settings at the Product level take precedence over the Inventory Type settings. See the Products applet. The attributes are checked in this order: 1 Get the value for the attribute at the inventory level. A Default value means use the value defined at the previous level. either Yes or No. s Allocate Below Safety. the Fulfillment engine allocates from available quantity even if this allocation takes the available stock to below safety level. Service Inventory © Product Buckets s (“Product Buckets View” on page 7-31). But at the inventory type level or inventory level. At the product level. If this flag is set. Marketing Administration © Product Field Service Details (“Product Field Service Details View” on page 7-23). No. Auto-substitute. Inventory locations. A Yes or No value means override the value defined at the previous level and use this value. they may be Yes. If the value is No. then 2 Get the value of the attribute at inventory type level. If not defined. which take precedence over Inventory Location settings. See the Inventory Options applet. Marketing Administration © Product Field Service Details (“Product Field Service Details View” on page 7-23).

changes to the Language Independent Code may adversely affect the Fulfillment and Part Locator engines. s s NOTE: FS_PROD_ALLOC_RULES can be specified in the List of Values view (Application Administration © List of Values). then from the fulfillment center (based on order priority).Orders Setup and Configuration Conditions for Auto-Substitution If the fulfillment engine is running and the following conditions are met. then from the inventory's sub-level. the inventory option for the INV_LOC_TYPE. 8-52 Siebel Field Service Guide Version 6.1 . the Fulfillment engine attempts to allocate a substitute from the parent inventory. However. assuming there are no exact products at any of these locations. and the product are all FS_PROD_ALLOC_RULES = Yes. AllocationRule = 1. All of these conditions must be met for auto-substitution to take place during fulfillment: s A product bucket for the inventory location. A substitute product for the specified line item exists.

Required when InputMode = ORDERSEARCHSPEC. put all the required values into a temporary table with a particular Client Request Id and pass that Id to server to retrieve the parameters from Temp Table. Parameter InputMode Parameters for the Fulfillment and Part Locator Engines Value ORDERSEARCHSPEC Comments In this mode. In this mode. In this mode. just specify the Single Order line item Id to be fulfilled and the engine will fulfill the specified Order line item. Required when InputMode = TEMPTABLE. we can specify the where clause meaning specify some criteria and fulfill the orders which meet that criteria.Orders Setup and Configuration Engine Parameters for the Fulfillment and Part Locator Engines 8 Table 8-18 contains the parameters for the Fulfillment and Part Locator engines that are set for the components FSFulfill and FSLocate on Server Component Requests © My Component Requests. ORDERID LINEITEMID TEMPTABLE ClientReqId A row Id for retrieving line items input from the temporary table Row Id of a single order to fulfill or Row Id of a single line item to fulfill A SQL Where clause RowId Required when InputMode = ORDERID or InputMode = LINEITEMID. In this mode. Table 8-18. specify the Single Order Id to be fulfilled and the engine will fulfill the specified Order.1 Siebel Field Service Guide 8-53 . OrderSearchSpec Version 6.

after selecting the one or more orders. Pick tickets to be used by picker to pick. Output from the Fulfillment Engine The Fulfillment engine produces this output: s s s Allocated parts for each order. Invoke the engine through the server manager on the application server. Invoke the engine for order line items by clicking the Fulfill or Fulfill All button on Orders © RMAs/Service Orders © Line Items. the Fulfillment engine requires one or multiple orders to be fulfilled. Invoke the engine for orders by clicking the Fulfill or Fulfill All button on Orders © All RMAs/Service Orders. pack.1 . after selecting one or more Order line items. and ship each order. s Input to the Fulfillment Engine As input. Inventory transactions for part allocation.Orders Setup and Configuration Running the Fulfillment and Part Locator Engines Use these routes to run the engines: s s s 8 Dispatch the engine using the workflow manager in batch mode. Tables Involved s s s s s s s S_INV_LGR_ENTRY S_INV_TEMP S_INV_TXN_TYPE S_INV_TXN S_PROD_INT S_PROD_INV_CAT S_PROD_INVLOC s s s s s s s S_PROD_INV S_PROD_REL S_INVLOC_ROLLUP S_INVLOC_REL S_INVLOC_TYPE S_ORDER_ITEM S_ORDER s s s s s s s S_ORDER_TYPE S_ORDTYP_MVTTYP S_ORG_EXT S_PRD_INVLOCTYP S_ORDPART_MVMT S_PARTMVMT_TYPE S_LST_OF_VAL 8-54 Siebel Field Service Guide Version 6.

9-22 Cycle Counting Screen . . . . . . 9-8 Using a Barcode Interface . . . . . . . . . . 9-18 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-16 Screens and Views for Logistics Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Logistics Management 9 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5 Replenishing Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-23 Part List View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-23 All Cycle Counts View . . . . . . . . . . . . . . . . . . . 9-11 Printing Barcodes in Reports . . . . . . . . . . . . . . . . . 9-3 Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-22 Product Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-15 Using a Barcode Reader . . . . . . . . . . . . . . . . 9-25 Variance View . . . 9-7 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . 9-27 Cycle Counting Report . . . .1 Siebel Field Service Guide 9-1 . . . . . . . . . 9-10 The Barcode Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-30 Version 6. . . . . . . . . . . . . . . 9-3 Concepts and Terms . . . . . . . . . . . 9-20 Barcode Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4 Cycle Counting . . . . . . . . . . . . . . . . . . . . . . 9-20 Marketing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4 Replenishment . . . . . .

. . . . . . . . 9-33 Pending Replenishment Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39 Configuration Parameters . . . . . . . . . . . . . . . . . 9-36 Setting Up a Barcode Interface . . . . . 9-42 System Preferences for the Cycle Counting Engine . . . . 9-47 Setup and Configuration for the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-35 Setup and Configuration for Barcode Reading . . . . . . . . . . 9-44 Engine Parameters for the Cycle Counting Engine . . . . . . . . . .Logistics Management Service Inventory Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-49 Configuration Information for the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39 Setting Up Cycle Counting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-31 New Replenishment Orders View . . . . . . . . 9-41 Configuration Information for the Cycle Counting Engine . . . . . . . . . . . . 9-53 Running the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-37 Searching for Barcode Data . 9-37 Processing Barcode Data . 9-54 9-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-52 Parameters for the Replenishment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-38 Setup and Configuration for Cycle Counting . . . . . . 9-31 Cycle Counting Administration View . . . . . . . . . . . . . . . . . . . . . . . . . . 9-46 Tracing for the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-36 Destinations for Barcode Data . . . . . . . . . . . . . . . . . . . . . . . . . . .1 . . . . . 9-45 Running the Cycle Counting Engine . . . . . . . . . . . . . . . . . . . .9-51 System Preferences for the Replenishment Engine . . . 9-49 Setting Up Replenishment . . . . . . . . . . . . . . .

so that each item is counted several times a year. Replenishment transfers products between specified inventory locations. These readers can run applets and connect to a server through RF transmissions or a docking port. Readers that are terminals. ISBN. a keyboard. An electronic device (scanner) that reads barcodes. implementing. An allocation changes the bucket to which an item belongs.Logistics Management About This Chapter About This Chapter This chapter presents the logistics features of Siebel Field Service. 9 Concepts and Terms Allocation 9 The process of reserving an item in inventory to fulfill an order. and an LCD panel. the Replenishment engine (see “Replenishing Inventory” on page 9-7). Most commercial barcode readers can read the various barcode systems: Code 39. Code 128. Logistics Manager An option of Siebel Field Service that includes the Fulfillment and Part Locator Replenishment The process of generating an order to restock depleted inventory. containers. Products at the source locations must have an on-hand inventory level. and tracks how many parts from a specific bucket are allocated. cycle counting of inventory. and the Cycle Counting engine (see “Cycle Counting” on page 9-5). Products at the destination location must be at levels below the specified minimum. These can be programmed to add special characters before or after the code. services. A label that carries a barcode. There are two types of readers: s Barcode Barcode label Barcode reader Readers that plug into a computer keyboard and emulate typing on the keyboard. with memory. effective flow and storage of goods. including entering data using barcodes. A series of vertical bars printed or stamped on parts. The process of planning. Siebel Field Service Guide Version 6. and so on. and related information from point of origin to point of consumption for the purpose of conforming to customer requirements. and controlling the efficient. for example a carriage return symbol after each entry. engines (see “Fulfillment” on page 8-11). and replenishment of inventory. or other media that represent information read by an electronic barcode reader attached to a computer system. s Cycle counting Logistics The process of counting part of an inventory every day. in a regular cycle. records that a part is allocated.1 9-3 . labels.

s the Replenishment engine generates a purchase order. 9-4 Siebel Field Service Guide Version 6. In this case. For guidelines and technical details of configuration. The replenishment process creates orders. the Replenishment engine generates an internal order. External provider.1 . see “Setup and Configuration for Cycle Counting” on page 9-39 and “Setup and Configuration for the Replenishment Engine” on page 9-49. s Manufacturing inventory. the main service warehouse replenishes a subsidiary warehouse. The product is purchased from an external vendor.Logistics Management Application Overview Application Overview This section includes detailed procedures for using the screens and features for reading barcode data. see “Screens and Views for Logistics Management” on page 9-18. In this case. Figure 9-1 on page 9-6 illustrates the decision path used by the Replenishment engine in carrying out a replenishment. The product is provided by an internal manufacturing division. Such replenishments are usually handled as if from an external provider. a purchase order is generated. The Replenishment engine generates internal orders to other inventory locations or purchase orders to outside vendors using the following information about a product in inventory: s s 9 Minimum and maximum safety levels Replenishment relationships with other inventories There are three sources for replenishment: s Another service inventory location. For details on individual screens. NOTE: Replenishment is different from fulfillment (see “Fulfillment” on page 8-11). For example. running cycle counts. 9 Replenishment Replenishment is the process of generating an order to restock depleted inventory in an inventory location. the fulfillment process allocates items and generates pick tickets. and replenishing inventory.

products of class B once every six months. for instance. 9 Version 6. Siebel Field Service records the count data. The XYZ classification ranks products according to their turnover. Cycle counting is normally based on one of two methods of product classification: ABC and XYZ. but over the designated time period all products are counted.1 Siebel Field Service Guide 9-5 . Only part of the products are counted at one time. allows for an adjustment of the database inventory. compares it to the inventory records in its database. The ABC classification ranks products according to their financial value. The Cycle Counting engine produces a parts list that provides instructions for the next physical count of inventory. Cycle counting then counts the items with a larger number of dollars flowing through inventory more often than those with a smaller financial value.Logistics Management Application Overview Cycle Counting Cycle counting is a method of taking inventory by grouping products into classes and counting the products in each class at designated intervals over a period of time. might be counted once every three months. and. Products of class A. Higher-turnover products are counted more often. You configure cycle counting for an inventory location type or an inventory location. and assets of class C once a year. if there is a variance. resulting in a higher accuracy of inventory counting.

Calculate number of products to count today (P=number of products in category divided by number of days in counting period). flag product counted. Any (remaining) uncounted product in category? Yes No Add selected product to parts list (or cycle counting order). Yes Any (remaining) product category to be handled? (order: A to C. X to Z)? No Print parts list. Identify cycle-counting product classification (ABC or XYZ) for the inventory location or location type specified. Have P products been selected yet? Yes Figure 9-1.1 . Cycle Counting Engine Logic 9-6 Siebel Field Service Guide Version 6. No Randomly select a product category that has not been counted in this counting period.Logistics Management Application Overview Figure 9-1 shows the decision path used by the Cycle Counting engine to generate parts lists.

based on the flag settings. 4 Click Generate Internal Orders. 2 From the Inventory Location list applet.Logistics Management Application Overview Replenishing Inventory Follow these procedures to replenish inventory. 3 Select a vendor in the Vendors for this Location list applet. 4 Click Generate Purchase Orders. 2 Select an inventory location in the Inventory Locations list applet. The replenishment orders and order numbers for this location appear in the Pending Replenishment Orders applet.1 Siebel Field Service Guide 9-7 . 2 Select an inventory location in the Inventory Locations list applet. Every product that is under the minimum level is replenished. To check on pending replenishment orders 1 Choose Service Inventory © Pending Replenishment Orders (see “Pending Replenishment Orders View” on page 9-35). To replenish inventory by purchasing a product 1 Choose Service Inventory © New Replenishment Orders (see “New Replenishment Orders View” on page 9-33). select an inventory location that is being replenished. Version 6. 3 Select the source inventory in the Source Inventory Locations list applet or the target inventory in the Target Inventory Locations list applet. 9 To replenish inventory by an internal order 1 Choose Service Inventory © New Replenishment Orders (see “New Replenishment Orders View” on page 9-33).

Note that you must add a new record for every serialized asset. The counting periods for inventory locations currently selected in the Inventory Locations applet appear in the read-only Cycle Count Periods applet (see Table 9-16 on page 9-32). 5 If the items you are counting are serialized. click a cycle count to view its status in the Cycle Counting Screen.Logistics Management Application Overview Running the Cycle Counting Engine Follow these procedures to carry out cycle counts of inventory. 4 Select a count period in the Cycle Count Periods applet to display the count period’s scheduled cycle counts in the Cycle Counts applet. 3 Choose Cycle Counts © Part List (see “Part List View” on page 9-25). and enter the Asset Number in the Counted Serial Numbers applet.1 . 2 In the Inventory Locations applet. To record the results of a cycle count 1 Choose Cycle Counts © All Cycle Counts (see “All Cycle Counts View” on page 9-23). 2 Select the Cycle Count record in the Cycle Counts applet. select an inventory location for cycle counting. select the Product in the Part List applet. 5 In the Cycle Counts list applet. 9-8 Siebel Field Service Guide Version 6. enter quantities counted in the Count column. 6 Click the Counting Complete button. This populates the Counted Serial Numbers applet in the Parts List view and the Missing Assets applet in Cycle Counts © Variance. 9 To run the Cycle Counting engine interactively 1 Choose Service Inventory © Cycle Counting Administration (see “Cycle Counting Administration View” on page 9-31). 3 Click Generate Period to produce counting periods for the selected inventory location. 4 If the products you are counting are not serialized.

2 Select the cycle count record. 3 Choose Cycle Counts © Part List (see “Part List View” on page 9-25). 4 Click the Adjust button. 3 In the Cycle Counts applet. Count. if applicable. 3 Choose Cycle Counts © Variance (see “Variance View” on page 9-27). 4 Review the results (Original. Version 6. 2 Select a cycle counting record. and Variance) of the product count and counted serial numbers. 4 Click the Counting Complete button. select an inventory location.Logistics Management Application Overview To review a cycle count 1 Choose Cycle Counts © All Cycle Counts (see “All Cycle Counts View” on page 9-23). 3 Choose the Variance view (see “Variance View” on page 9-27). 2 In the Inventory Locations list applet. review the status of cycle counts. 2 Select a cycle count record. To adjust inventory 1 Choose Cycle Counts © All Cycle Counts (see “All Cycle Counts View” on page 9-23).1 Siebel Field Service Guide 9-9 . To complete a cycle count 1 Choose Cycle Counts © All Cycle Counts (see “All Cycle Counts View” on page 9-23). To check the status of cycle counts 1 Choose Service Inventory © Cycle Counting Administration.

the Serial Numbers applet in the Pick Ticket view).Logistics Management Using a Barcode Interface Using a Barcode Interface Siebel Field Service accepts the following types of data from barcode readers: s s s s s s 9 Part numbers Serial numbers Defective tags Order numbers Service request numbers Pick ticket numbers With the data from the barcode reader. the user goes to the view that is to receive a number. all of the same type (either serial numbers or defective tags). In the Search mode. The new number replaces the existing number. Siebel Field Service creates a new record and fills the appropriate field in this record. 9-10 Siebel Field Service Guide Version 6. selects an applet. In this mode. Enter the number from the barcode in a new line (record) in the applet. clicks on a specific applet. Update the number in a selected line (record) in the applet. the user can either enter individual barcodes of any acceptable type or read multiple barcodes in succession. s Update. the user goes to the view that is to receive a number. the user can perform three types of operations: New. With the New option and selected applets in certain views (for example. and selects a record in the applet. Update. then clicks on a specific applet. Individual barcodes are entered with either the New or Update option. s opens the appropriate view. and Search: s New. the incoming barcode finds its own destination. Search.1 . and fills in the appropriate fields. Siebel Field Service fills the appropriate field in the selected record. In this mode.

The toolbar contains four buttons and a Use list (see Figure 9-2. Update New Search Use List Activate 9 Figure 9-2. To display the Barcode toolbar. and Table 9-2 on page 9-13) that configure Siebel Field Service to use incoming data from a barcode reader.1 Siebel Field Service Guide 9-11 .Logistics Management Using a Barcode Interface The Barcode Toolbar Siebel Field Service provides a Barcode toolbar to specify the type of data that you enter from a barcode reader. select Barcode Bar from the View menu. Table 9-1 on page 9-12. Barcode Toolbar Version 6.

Enters a value of the specified type (Use) into an existing record and field in a selected record. Some programmable barcode readers can provide this character at the end of a scan. Update Alt+] Search Alt+\ Activate Barcode Functionality Ctrl+] NOTE: Only one button (New. Turns the barcode functionality on or off. it remains active until another button is selected. replacing the number that was there. or Search) can be active at a time. Locates the appropriate applet and field and enters a value of the specified type. Caution: The Search mode requires a carriage return after the data from each barcode. Button New Barcode Toolbar Buttons. 9-12 Siebel Field Service Guide Version 6.1 . If not. once selected. Update. A button acts as a toggle. the user must press the Enter key after each barcode scan.Logistics Management Using a Barcode Interface Table 9-1. from Left to Right Keyboard Shortcut Alt+[ Action Enters a value of the specified type (Use) into a new record in the selected applet.

Update.1 Siebel Field Service Guide 9-13 .Logistics Management Using a Barcode Interface The Use list (Table 9-2) contains Process Modes (see “Barcode Mapping View” on page 9-20) that define the type of information coming from the next barcode. Specifies that the next entry from the barcode reader is an order number. The contents of the Use list change with the choice of the New. Table 9-2. Specifies that the next entry from the barcode reader is a service request number. or Search button. Version 6. Use List in the Barcode Toolbar List Item (Process Mode) New/Update Defective Tag Entry Part Number Entry Serial Number Entry Search Repair Product Asset Order Pick Ticket Service Request Description Specifies that the next entry from the barcode reader is a defective tag. Specifies that the next entry from the barcode reader is a part number. Specifies that the next entry from the barcode reader is a serial number. Specifies that the next entry from the barcode reader is a pick ticket number.

Logistics Management Using a Barcode Interface Keyboard Shortcuts for the Barcode Toolbar Each of the four buttons on the Barcode toolbar has a keyboard shortcut (see Table 9-1 on page 9-12). Turns on barcode functionality. s s s This command is normally programmed into the barcode reader and is delivered as a prefix to the barcode data. To program the command into the barcode reader as a prefix to the barcode data. and active button on the Barcode toolbar: New. refer to the user manual or the product reference guide provided with the barcode reader. or Search. Additional Keyboard Shortcuts for the Barcode Toolbar Action Acts on the Use list to allow scrolling through the list with the up and down arrow keys. and selection from the Barcode toolbar. applet. Update. Table 9-3. Carries out a series of steps to copy the data from the barcode into the correct field in an applet: s Keyboard Shortcut Ctrl-[ Ctrl-] Ctrl-\ Determines the current view. There are two other shortcut keys for barcode operation (Table 9-3). Examines the records in the Barcode Mapping applet to determine if there is a record for this combination of view. Determines in the corresponding record the field to receive the data. Sets the focus on the field from the Barcode mapping record. applet. 9-14 Siebel Field Service Guide Version 6. it is not entered from the keyboard.1 .

when available: s s s s 9 Pick Ticket Details (Shipping Screen). Filename 39 HI.TTF 39 HITLHR. Order Detail (Orders screen). see “Setting Up a Barcode Interface” on page 9-36. Barcodes are printed using Code 39. The Service Request number is barcoded. The Pick Ticket number is barcoded. For the procedure. The Order number is barcoded. The Defective Tag number is barcoded.Logistics Management Using a Barcode Interface Printing Barcodes in Reports The following reports (Reports menu) include barcodes. Table 9-4. Reports menus display two versions for each report: barcoded and not barcoded. shown in Table 9-4.TTF 38 HIHR. The user can choose one of the variations of Code 39. Service Request Detail (Service Requests screen).1 Siebel Field Service Guide 9-15 .TTF 39 HITALL. Repair Detail (Repair screen).TTF Fonts for Printing Code 39 Barcodes Font Name BC 39 HI BC 39 HI TALL BC 39 HI HR BC 39 HI TALL HR Description High precision with normal height High precision with tall height BC 39 HI with character below the barcode BC 39 HI TALL with character below the barcode Version 6.

select the type of information contained in the barcode. 4 Scan the barcode. select the type of information contained in the barcode. 4 Scan the barcode. a part number. 5 Scan the next barcode. 3 Click the applet that is to receive the number from a barcode. 2 From the Use list (Table 9-2 on page 9-13). a serial number. 2 From the Use list (Table 9-2 on page 9-13). for example. a serial number. 9-16 Siebel Field Service Guide Version 6. 3 Click the applet that is to receive the number from a barcode. To add data from barcodes to the next records in an applet 1 Click the New button on the Barcode toolbar. 2 From the Use list (Table 9-2 on page 9-13). 3 Click the applet and select the record that is to receive the number from a barcode. 4 Scan the barcode. for example. To update an existing record with barcode data 1 Click the Update button on the Barcode toolbar. select the type of information contained in the barcode.1 . for example.Logistics Management Using a Barcode Interface Using a Barcode Reader To display the Barcode toolbar s 9 Select Barcode Bar from the View menu. To create a new record for barcode data 1 Click the New button on the Barcode toolbar.

the record matching the barcode input is displayed. 3 Scan the barcode.Logistics Management Using a Barcode Interface To search for a part. a serial number. select the type of information expected from the barcode. serial.1 Siebel Field Service Guide 9-17 . 4 Press Enter on the keyboard. If the data already exists in the Field Service database. or defective tag number from barcode data 1 Click the Search button on the Barcode toolbar. for example. 2 From the Use list (Table 9-2 on page 9-13). Version 6.

1 . Table 9-5.Logistics Management Screens and Views for Logistics Management Screens and Views for Logistics Management Click the name of a screen or view in Table 9-5 to see more information./Y or C/Z) for a product. To carry out cycle counts for inventory locations. See: “To record the results of a cycle count” on page 9-8 “To complete a cycle count” on page 9-9 “To manually specify parts for a cycle count” on page 9-41 9-18 Siebel Field Service Guide Version 6. Record the information used in locating and allocating products. See: “To map barcode data to views. applets. and so on) and the cycle counting class (A/X. Truck. and fields” on page 9-36. and fields.) Set the destinations for barcode data in specific views. including inventory types (Warehouse. applets. B. See: “To record the results of a cycle count” on page 9-8 “To review a cycle count” on page 9-9 “To adjust inventory” on page 9-9 “To complete a cycle count” on page 9-9 “To manually specify parts for a cycle count” on page 9-41 Marketing Administration Product Field Service Detail Cycle Counting All Cycle Counts Part List View the product buckets to count and record the count results. Screen Service Administration 9 Screens and Views for Service Inventory Views Barcode Mapping (Sheet 1 of 2) Role/Procedures (Click to see full procedure.

Generate inventory transactions to adjust the difference.Logistics Management Screens and Views for Logistics Management Table 9-5. Screen Screens and Views for Service Inventory Views Variance (Sheet 2 of 2) Role/Procedures (Click to see full procedure. Define cycle counting parameters for products. Automatically produce orders to replenish the product in inventory.1 Siebel Field Service Guide 9-19 . See: “To review a cycle count” on page 9-9 “To adjust inventory” on page 9-9 Cycle Counting (continued) Service Inventory All Inventory Locations Define cycle counting parameters for inventory locations. See: “To run the Cycle Counting engine interactively” on page 9-8 Version 6. See: “To replenish inventory by an internal order” on page 9-7 “To replenish inventory by purchasing a product” on page 9-7 Product Buckets New Replenishment Orders Pending Replenishment Orders View pending orders to replenish a location. See: “To check on pending replenishment orders” on page 9-7 Cycle Counting Administration Enter specifications that the Cycle Counting engine uses to automatically generate cycle count parts lists.) View the differences between the inventory in the Field Service database and the actual counts of products.

applets. and fields. on the Service Administration screen sets the destinations for barcode data. 9 9 Figure 9-3.Logistics Management Service Administration Screen Service Administration Screen Barcode Mapping View The Barcode Mapping view.1 . Based on these mappings. Figure 9-3. Table 9-6 on page 9-21 describes the fields in this view. barcode data is copied to specific views. The data may create a new record or update an existing record. Barcode Mapping View 9-20 Siebel Field Service Guide Version 6.

It has no effect on the Search mode. The applet to receive the data. A type-in field to receive data. This matches the selections in the Use list in the Barcode toolbar: s s s s s s s s Applet Name Field Name Process Mode Defective Tag Entry (New/Update only) Part Number Entry (New/Update only) Serial Number Entry (New/Update only) Repair (Search only) Order (Search only) Product (Search only) Pick Ticket (Search only) Asset (Search only) Service Request (Search only) New Record When checked. the data updates a field in a selected record. Version 6. When mapping barcode data to fields. New Record on is equivalent to New in the barcode toolbar. enter a new line for each field that is to receive data from a barcode.Logistics Management Service Administration Screen Table 9-6.1 Siebel Field Service Guide 9-21 . Field View Name Fields in the Barcode Mapping List Applet Description The view to receive the data. When unchecked. chosen from a dialog box. chosen from a dialog box. NOTE: The Barcode Mapping view does not check the validity of applet and field names for a specified view. New Record off is equivalent to Update in the Barcode toolbar. Note that this field applies only to the data entry modes (New/Update). data from a barcode reader creates a new record.

and so on) and the cycle counting class (A/X. Truck. The screen records inventory types (Warehouse. see “Marketing Administration Screen” on page 7-23. For details.Logistics Management Marketing Administration Screen Marketing Administration Screen Product Field Service Details View The Inventory Options applet in the Product Field Service Details view (Marketing Administration © Products © Inventory Options) provides the information used in locating and allocating products. or C/Z) for a product. B/Y. 9 9 9-22 Siebel Field Service Guide Version 6.1 .

9 9 Figure 9-4. Table 9-7 on page 9-24 describes the fields in this view. Figure 9-4.Logistics Management Cycle Counting Screen Cycle Counting Screen All Cycle Counts View The All Cycle Counts view. defines cycle counts for inventory locations in a service business.1 Siebel Field Service Guide 9-23 . All Cycle Counts View Version 6.

The date on which the cycle count should be completed. The position of the employee assigned to carry out this cycle count. for example. Assigned. The date the cycle count was completed. The date the cycle count actually starts. The name of an inventory location for this cycle count. chosen from a dialog box. or Open.Logistics Management Cycle Counting Screen Table 9-7. Field Status Selected Fields in the Cycle Counts Applets Description The current state of a cycle count. Inventory Location Assignee Due Date Start Date End Date 9-24 Siebel Field Service Guide Version 6. Closed. chosen from a dialog box. chosen from a picklist.1 .

1 Siebel Field Service Guide 9-25 . 9 Figure 9-5. Figure 9-5.Logistics Management Cycle Counting Screen Part List View The Part List view. Records can also be entered manually. Table 9-8 on page 9-26 describes the fields in this view. Part List View Version 6. displays the product buckets to count and records the count results. The records in the Part List are created by clicking the Generate Period or the Generate Periods (All Locations) button in the Cycle Counting Administration view (see “Cycle Counting Administration View” on page 9-31).

The result appears in the Missing Assets applet in the Variance view. Filled in automatically. Filled in automatically with Product Bucket. In Transit. All input from a cycle count must go into the Counted Serial Numbers applet. A type-in field for the number of products counted. The first physical location within the Inventory Location for the product bucket. Counting Complete Product Bucket Serialized Inventory Location Availability Status Count Location 1 Location 2 Location 3 Table 9-9. A category that defines the availability of the product. for example. this number is entered automatically. A check box indicating that the products are serialized. Filled in automatically with Product Bucket. On Hand. If the product is serialized. Filled in automatically with Product Bucket. chosen from a dialog box. A category that defines the functional condition of the product. Field Fields in the Counted Serial Numbers Applet Description The asset number for an asset in the selected product bucket. also in this view. The serial number for an asset in the selected product bucket. and is equal to the number of records in the Counted Serial Numbers applet. Good or Defective.Logistics Management Cycle Counting Screen Table 9-8. Asset Number Serial Number 9-26 Siebel Field Service Guide Version 6. chosen from a dialog box. chosen from a dialog box.1 . for example. The third physical location within the Inventory Location for the product bucket. If this is checked. The second physical location within the Inventory Location for the product bucket. Field/Button Fields in the Part List Applet Description This button determines if there are any assets that are missing. The product bucket to count. Filled in automatically with Product Bucket. or Reserved. the Count field does not accept input. The inventory location containing this product bucket.

The Adjust button generates inventory transactions to adjust the difference between the quantity recorded in the database and the physical count. Figure 9-6. Table 9-10 on page 9-28 through Table 9-13 on page 9-29 describe the fields in this view.1 Siebel Field Service Guide 9-27 . shows the differences between the inventory in the Field Service database and the actual product count. 9 Figure 9-6.Logistics Management Cycle Counting Screen Variance View The Variance view. Variance View Version 6.

chosen from a dialog box. The inventory location containing this product bucket. for example. The quantity of products from the physical count. A category that defines the functional condition of the product. Filled in automatically with Product Bucket. The first physical location within the Inventory Location for the product bucket. Good or Defective. The second physical location within the Inventory Location for the product bucket. In Transit. On Hand. A check box indicating that the products are serialized. or Reserved. The third physical location within the Inventory Location for the product bucket. Field/Button Adjust Fields in the Variance List Applet Description This button generates inventory transactions to correct the quantity for the selected product bucket to equal the number obtained from the physical count. The quantity of products from the database. Filled in automatically with Product Bucket. A category that defines the availability of the product.Logistics Management Cycle Counting Screen Table 9-10. The difference between Original and Count. The name of a product bucket for this cycle count. for example.1 . Product Bucket Serialized Inventory Location Availability Status Original Count Variance Location 1 Location 2 Location 3 9-28 Siebel Field Service Guide Version 6.

The type of transaction. There is one transaction for each serialized asset and one transaction for all the non-serialized products in a bucket. The quantity entered into the database. Field Fields in the Counted Serial Numbers Applet Description An asset number as recorded in the Counted Serial Number applet in the Part List view. These transactions were created by clicking the Adjust button in the Variance applet. Asset Number Serial Number Table 9-13. The date the transaction was created. The Id for the cycle count. This number is one for each serialized product. Asset Number Serial Number Match .Logistics Management Cycle Counting Screen Table 9-11. A check box indicating that this transactions was for a serialized asset. Field Fields in the Missing Assets List Applet Description The asset number for an asset that is in the database but not yet counted. This type must be Adjustment. A check box indicating that there is no discrepancy for counted serial numbers (checked). The name of the product counted.1 Siebel Field Service Guide 9-29 . Type Transaction Date Product Quantity Serialized Product Part Cycle Count Id Version 6. Table 9-12. Field Transaction Selected Fields in the Inventory Transaction List Applet Description (Sheet 1 of 2) A unique number assigned to a transaction. A serial number corresponding to an asset number. A serial number corresponding to an asset number.

Cycle Counting Report The Reports menu provides the Cycle Count Detail report (Table 9-14). If the original quantity is greater than the physical count. this field is populated with the inventory location of the cycle count.Logistics Management Cycle Counting Report Table 9-13. for example. Table 9-14. chosen from a dialog box. Good or Defective. Filled in automatically with Product Bucket. Source Status Destination Inventory Destination Availability Destination Status Commit Flag The same as Source Availability. In Transit. this field is populated with the external location. this field is populated with the external location. The same as Source Status. Filled in automatically with Product Bucket. this field is populated with the inventory location of the cycle count. On Hand. or Reserved.1 . 9-30 Siebel Field Service Guide Version 6. Source Availability A category that defines the availability of the product. A category that defines the functional condition of the product. Report Cycle Count Detail 9 Cycle Count Detail Report Description Presents all information about selected cycle counts. for example. If the original quantity is greater than the physical count. A check box indicating that the selected transaction was committed. If the original quantity is less than the physical count. Field Selected Fields in the Inventory Transaction List Applet Description (Sheet 2 of 2) Source Inventory If the original quantity is less than the physical count.

Logistics Management Service Inventory Screen Service Inventory Screen Cycle Counting Administration View The Cycle Counting Administration view. Table 9-15 on page 9-32 through Table 9-17 on page 9-32 describe the fields in this view. 9 9 Figure 9-7.1 Siebel Field Service Guide 9-31 . Figure 9-7. Cycle Counting Administration View Version 6. accepts specifications that the Cycle Counting engine uses to automatically generate cycle count parts lists.

or Open. The date the cycle count period starts. or Open. cycle counting headers. Closed.1 . and the records in the Part Lists view (see “Part List View” on page 9-25) for all inventory location records. Button Buttons in the Inventory Locations Applet Description Produces a set of periods for the next cycle counts. The current state of a cycle count period. The date the cycle count was completed. The name of an inventory location for this cycle count. Closed. Assigned. The date the cycle count period ends.Logistics Management Service Inventory Screen Table 9-15. cycle counting headers. Inventory Location Assignee Due Date Start Date End Date 9-32 Siebel Field Service Guide Version 6. Assigned. The position of the person assigned to carry out this cycle count. Table 9-17. for example. The date the cycle count actually starts. for example. Field ABC Class XYZ Class Started Ended Status Fields in the Cycle Count Periods List Applet Description The classification (ABC) of products for which the cycle count period is generated. and the records in the Part Lists view (see “Part List View” on page 9-25) for the selected inventory location. Generate Period Generate Period (All Locations) Table 9-16. Produces sets of periods for the next cycle counts. The date the cycle count should be completed. Field Status Selected Fields in the Cycle Counts List Applet Description The current state of a cycle count. The classification (XYZ) of products for which the cycle count period is generated.

For replenishment from a vendor. the authorized vendor must be defined. For replenishment. New Replenishment Orders View Version 6. a product bucket must be defined for a product. replenishes inventory by an internal transfer between inventory locations or by purchase from an outside vendor. Figure 9-8 on page 9-33. The replenishment process describes either a source inventory location to replenish the selected location or a target location to be replenished from the selected location. 9 Figure 9-8.1 Siebel Field Service Guide 9-33 . Specific relationships between locations are defined in the Relationships view (see “Relationships View” on page 7-39). Table 9-18 on page 9-34 through Table 9-20 on page 9-34 describe the fields in this view.Logistics Management Service Inventory Screen New Replenishment Orders View The New Replenishment Orders view.

Only inventory locations of the relationship type Replenishes appear in this applet. which have an authorized vendor. Generate Internal Orders Source Location Table 9-19. The location of the vendor. All products below the minimum levels are replenished.1 . Generate Purchase Orders Target Location Table 9-20. All products below the minimum levels are replenished.Logistics Management Service Inventory Screen Table 9-18. for example. The type of vendor. All products below the minimum levels. 9-34 Siebel Field Service Guide Version 6. Primary Vendor or Vendor. The target inventory locations that are replenished by the selected inventory location (defined in the Inventory Location applet). for transfer of the selected product from the source to the destination inventory location. The inventory locations that replenish the selected inventory location (defined in the Inventory Location applet). Field/Button Fields in the Target Inventory Locations List Applet Description This button automatically creates an internal order. are replenished. as described in the Relationships view. for transfer of the selected product from the source to the destination inventory location. in the Pending Replenishment Orders view. as described in the Relationships view. Only inventory locations of the relationship type Replenishes appear in this applet. in the Pending Replenishment Orders view. Field/Button Fields in the Source Inventory Locations List Applet Description This button automatically creates an internal order. Generate Purchase Orders Vendor Site Type The authorized vendors that are defined for the selected inventory location in the Authorized Vendors view. Field/Button Fields in the Vendors for This Location List Applet Description This button automatically creates a purchase order to replenish the selected product at the selected inventory location.

In Transit.Logistics Management Service Inventory Screen Pending Replenishment Orders View This Pending Replenishment Orders view. generated by the Replenishment engine. The type of order. Field Order Type Status Pending Replenishment Orders List Applet in the Pending Replenishment Orders View Fields in the Pending Replenishment Orders List Applet Description The order number.1 Siebel Field Service Guide 9-35 . Table 9-21 describes the fields in this view. for example. Open. 9 Figure 9-9. for example. or Shipped. are read-only. if this is an internal order. Figure 9-9. Internal Order or Purchase Order. The name of the vendor filling this order. The records in this view. The current state of this order. if it is a purchase order. The date and time that this order was created. The service inventory location from which this product is being transferred. either by replenishments between inventory locations or purchases from a vendor. From Vendor From Inventory Location Created On Version 6. Table 9-21. lists pending orders to replenish a location.

1 . and then save. close the window. 9 Setting Up a Barcode Interface Follow these procedures to set up barcode reading. 3 Locate the text control that contains the barcode font and double-click it. 9-36 Siebel Field Service Guide Version 6. 3 Choose the view name from a dialog box. 6 Choose a process mode (type of data entry for this field). 4 Choose the name of an applet that belongs to the selected view. 4 In the Component Editor window. and fields 1 Choose Service Administration © Barcode Mapping (see “Barcode Mapping View” on page 9-20). 2 Double-click this filename to start Actuate. 6 Click Apply. Do not enter the filename for the font. 5 Type in the name of a field that belongs to the selected applet. 7 Check New Record if the barcode data creates a new record in this applet. 9 To map barcode data to views. To change the barcode font for a report 1 Locate in the file system the Actuate (rod) file for a specific report.Logistics Management Setup and Configuration for Barcode Reading Setup and Configuration for Barcode Reading This section describes the configuration of barcode reading and the mechanism of operation. applets. 5 Enter the name of the font to use. then the FaceName directory. go to the font directory. 2 Create a new record for every field that is to receive barcode data.

The user is responsible for selecting the appropriate view and applet.1 Siebel Field Service Guide 9-37 . If barcode input is using the Update mode.Logistics Management Setup and Configuration for Barcode Reading Destinations for Barcode Data In the New or Update mode for barcode input. In the Search mode. the data goes to a specified field or fields in the active applet. Version 6. Barcode mappings specify the views. applet. the user must also select the record to update. 9 Processing Barcode Data When processing data from a barcode reader. There may be several applets and fields for one type of data. applets. and fields where the specified data type (for example. Barcode mappings specify the views. applets. and fields where the specified data type is added. Field Service follows these steps: 9 1 Checks for these settings in the Barcode toolbar: s s New or Update Data type selected in the Use table 2 Checks in the Barcode Mapping table to determine if the barcode data is to update an existing record or create a new record in the selected applet. applet. and field for the barcode data. serial number or part number) is added. and field. 3 Copies the data to the specified view. Siebel Field Service selects the view.

9-38 Siebel Field Service Guide Version 6. and fills in the Serial Number fields. the current date and time or a status.Logistics Management Setup and Configuration for Barcode Reading For example. the barcode data goes to the applets listed in Table 9-22. and field specified in the barcode mappings. creates new records.Assets View FS Receiving Internal view FS Receiving PO view FS Receiving RMA view Examples of Barcode Mapping for Serial Number Entry and New Applet Asset Mngt . applet. this matching record appears. 4 Searches the database for the data in the view.Asset list applet FS Order Line Item action Assets Rcv form applet FS Order Line Item action Assets Rcv form applet FS Order Line Item action Assets Rcv form applet Field Serial Number Serial Number Serial Number Serial Number Process Mode Serial Number Entry Serial Number Entry Serial Number Entry Serial Number Entry New Y Y Y Y NOTE: Other fields are filled in as appropriate. 3 The user presses Enter on the keyboard. if the settings in the Barcode toolbar are New and Serial Number Entry. for example. Field Service follows this procedure to find data that matches input from a barcode: 9 1 Checks for these settings in the Barcode toolbar: s s Search Mode Data type selected in the Use table 2 Checks in the Barcode Mapping table where the selected data type is defined. View Asset Mngt . If the data is already in the database. Searching for Barcode Data In the Search mode. Table 9-22.1 .

Logistics Management Setup and Configuration for Cycle Counting Setup and Configuration for Cycle Counting The following sections describe the procedures and parameters for configuring cycle counting. To change system preferences for the Cycle Counting engine 1 Choose Application Administration © System Preferences. restart the Field Service server. 2 Locate the System Preference Name (see Table 9-27 on page 9-52). 2 Choose the Field Service tab. select FSCyccnt for the Component/Job. 9 To specify synchronous or asynchronous operation of the Cycle Counting engine 1 Choose Options on the View menu. 3 For Mode of Operation. check or uncheck Asynchronous generation of cycle counts. Version 6. 4 To register changes to system preferences. 4 Type the new value in the Value column. 3 In the Component Request Parameters list applet. 3 Type in a new value for System Preference Value. 2 In the Component Request form applet. 9 Setting Up Cycle Counting Follow these procedures to set up cycle counting.1 Siebel Field Service Guide 9-39 . find the parameter (see Table 9-25 on page 9-45) in the Name column. To set parameters for the Cycle Counting engine 1 Choose Server Component Requests © My Component Requests.

3 In the Products applet. set the fields Start Date and End Date for the selected location. Count Frequency. warehouse or bin) 1 Choose Service Administration © Service Inventory © Inventory Types. Counting Frequency. 2 In the Inventory Location list applet. To define “Count based on” (ABC or XYZ) for product buckets 1 Choose Service Inventory © Product Buckets.Logistics Management Setup and Configuration for Cycle Counting To create cycle counts for specific inventory locations 1 Choose Service Inventory © All Inventory Locations. complete the fields ABC Class and XYZ Class. select an inventory location. 2 Set the Trace Flag parameter (see “Tracing for the Cycle Counting Engine” on page 9-47). 2 Select an inventory type or add a new record for an inventory type. and Count Period. select a product. 4 For the selected product. 2 In the Inventory Locations list applet. 9-40 Siebel Field Service Guide Version 6. To configure tracing for the Cycle Counting engine 1 Choose Server Administration © Servers © Server Parameters.1 . 3 Complete the fields Count Based On. 3 In the Inventory Locations applet. 3 Complete the fields Count Based On. To define cycle counts for inventory types (for example. To define the start date and end date for cycle counts at inventory locations 1 Choose Service Inventory © Cycle Counting Administration. and Counting Period. 2 Select an inventory location. select a location.

5 Choose the Part List view. 4 Enter the Due Date. 8 Select a product for the count from the Pick Bucket dialog box. based on the turnover of the item. Cycle counting uses these configuration parameters: s 9 ABC Class. 2 In the Cycle Counts applet. Version 6. The classification of products. add a new record. based on the financial value of the item. Configuration Parameters The Cycle Counting engine generates Cycle Counting headers and cycle counting orders (part lists) by using the configuration information from the Cycle Counting Administration screen (see “Cycle Counting Administration View” on page 9-31). X ≥ Y ≥ Z.1 Siebel Field Service Guide 9-41 . for example. 6 In the Parts List applet. A ≥ B ≥ C. s Frequency. s XYZ Class. 9 In the Cycle Count applet. which is populated with products associated with the Inventory Location. add a new record.Logistics Management Setup and Configuration for Cycle Counting To manually specify parts for a cycle count 1 Choose Cycle Counts © All Cycle Counts (see “All Cycle Counts View” on page 9-23). 7 Click the down arrow in the Product Bucket column to open the Pick Bucket dialog box. assign the cycle count using the Assignee column. The classification of products. The interval in days between physical counts of inventory at a location. inventory is counted on one day every seven days. if Counting Frequency is 7 days. 3 Select the inventory location where the count will take place.

For example. End Date − Start Date ≥ Period. for example. Shelf. Shelf. Warehouse. or C/Z class items at this location.Logistics Management Setup and Configuration for Cycle Counting s Period. on different screens (see Table 9-23). Table 9-23. See “Inventory Locations Views” on page 7-27. Aisle.1 . Service Inventory © All Inventory Locations. Warehouse. if the Counting Period for class A/X products is 90 days. or Bin Frequency Inventory location Inventory type. or Bin 9-42 Siebel Field Service Guide Version 6. the Cycle Counting engine makes sure the products in this class are included in the Part List at least once every 90 days. Configuration of Cycle Counting (Sheet 1 of 2) Path/View Service Inventory © All/My Inventory Locations. See “Inventory Types View” on page 7-16. Aisle. s Here is an example of a cycle counting scenario: An inventory location is configured to be counted on a financial value basis (ABC). Service Administration © Service Inventory © Inventory Types. Counting Period ≥ Counting Frequency. The time span in calendar days during which all classes in an inventory location are counted. Every five days (Frequency = 5 days) someone spends as much time as needed to count onequarter (5/20) of the A-class items. B/Y. Configuration Information for the Cycle Counting Engine Configuration of cycle counting takes place at several levels. See “Inventory Types View” on page 7-16. 9 Configuration Parameter Cycle counting based on ABC or XYZ Applies to Inventory location Inventory type. There are approximately 100 A-class products in inventory. Service Administration © Service Inventory © Inventory Types. Start Date and End Date. See “Inventory Locations Views” on page 7-27. with the goal of counting all of the A-class items within 20 days (Counting Period A/X = 20 days). The time period in days allotted to counting all A/X. for example.

The cycle count class. Version 6. Aisle. See “Product Field Service Details View” on page 9-22. Service Inventory © Product Buckets. Cycle Counting © All Cycle Counts. B/Y. or C/Z Inventory type. See “Cycle Counting Administration View” on page 9-31. Configuration Parameter Count period for A/X.1 Siebel Field Service Guide 9-43 . or C/Z Product Cycle count class: A/X. or Bin Product classification: A/X. Marketing Administration © Products © Product Field Service Details. the parameter for the more specific level takes precedence. B/Y. See “Inventory Locations Views” on page 7-27. and C/Z Applies to Inventory location Inventory type. B/Y. See “Inventory Bucket Categories View” on page 7-21. or Trunk Inventory location Start Date and End Date NOTE: If a configuration parameter can be set at different levels of an inventory location. for example. Configuration of Cycle Counting (Sheet 2 of 2) Path/View Service Inventory © All/My Inventory Locations. B/Y. Service Administration © Service Inventory © Inventory Types. See “Inventory Types View” on page 7-16. For example. or C/Z.Logistics Management Setup and Configuration for Cycle Counting Table 9-23. Aisle. Shelf. Warehouse. A/X. for an inventory type takes precedence over that for a product. for example Warehouse. the class of cycle counting (ABC or XYZ) for an inventory location takes precedence over that for an inventory type.

Customer-Owned Comments Specifies the valid values for the bucket's availability code. The values should be from the Bucket Availability Code LOV. Name of the system preference. The BusComp is System Preferences. there are system preferences (Table 9-24) which determine the behavior of each engine.1 . These system preferences are stored in the table S_SYS_PREF. NOTE: To register changes to System preferences. restart the Field Service server. 9-44 Siebel Field Service Guide Version 6. Specifies the valid values for the bucket's status code.Logistics Management Setup and Configuration for Cycle Counting System Preferences for the Cycle Counting Engine For all the Field Service engines. BucketAvailCDtobeCounted BucketStatusCDtobeCounted Good Only the buckets whose Availability code and Status code match the values defined by the above two parameters are included in the cycle counting process. These are the columns of main interest: s s 9 SYS_PREF_CD. Changing the values of these preferences changes the default behavior of each engine. and individual values should be LIVs. Value of the system preference. The values should be from the Bucket Status Code LOV and individual values should be LIVs. Table 9-24. VAL. Parameter System Preferences for the Cycle Counting Engine Default Value OnHand.

put all the required parameters into a temporary table with a temporary Client Request Id and pass that Id to the server to retrieve the parameters from Temp Table. These engines require certain parameters to be passed. In this mode. Required when Mode = Id or TempTbl. In this mode. These parameters are set for the component FSCyccnt on Server Component Requests © My Component Requests. Required when Mode = TempTbl. Version 6. specify the Id of the inventory location or the inventory type and only the parts related to that loc/type will be counted. Table 9-25.1 Siebel Field Service Guide 9-45 . Required. The proposed start date of cycle counting. Table 9-25 on page 9-45 contains the parameters for the Cycle Counting engine and what they mean. The proposed end date of cycle counting. ClientId A row Id for retrieving params from the temp table Row Id of an Inventory location or Inventory type Start Date End Date SQL Where Clause Inventory Location or Inventory Type RowID Required when Mode = Id. specify the where clause to set up criteria and count the parts which meet that criteria. Required when Mode = SQL.Logistics Management Setup and Configuration for Cycle Counting Engine Parameters for the Cycle Counting Engine All the engines can be invoked from the Workflow Manager or from the client. StartDT EndDT Where Loc/Type Required. Parameter Mode 9 Parameters for the Cycle Counting Engine Value SQL Id TempTbl Comments In this mode.

1 . and their part lists for one or more specific inventory locations. Invoke the engine through the server manager on the application server. cycle counting headers. Invoke the engine by clicking the Generate Period or the Generate Periods (All Locations) button in the Service Inventory © Cycle Counting Administration view to generate a set of periods for the next cycle counts.Logistics Management Setup and Configuration for Cycle Counting Running the Cycle Counting Engine Ways to Invoke the Cycle Counting Engine Use these routes to run the Cycle Counting engine: s 9 Dispatch the engine using the workflow manager to generate the cycle counting headers and their part lists. s s Input to the Cycle Counting Engine The Cycle Counting engine requires this input: s s s One or more inventory locations Start date End date Output from the Cycle Counting Engine The Cycle Counting engine produces this output: s s s Cycle counting periods Cycle counting headers Part lists for each cycle counting header Tables Involved s s s s S_CYCCNT_PERIOD S_INVLOC S_PROD_INV_CAT S_INV_TEMP s s s S_INVLOC_CYCCNT S_PROD_INVLOC S_INVLOC_TYPE s s s S_PROD_INV_CNT S_PROD_INV S_INVLOC_ROLLUP 9-46 Siebel Field Service Guide Version 6.

To activate the log under normal conditions. 360 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -. RowID = s Set the Trace Flags parameter to 2.Logistics Management Setup and Configuration for Cycle Counting Tracing for the Cycle Counting Engine For the Cycle Counting engine. Frequency: 10. Start Date: 2001-03-02 00:00:00. there are three options: s 9 Set the Trace Flags parameter to 1. This is determined by the Trace Flags parameter in Server Administration © Servers © Server Parameters. Period: 180.0 BASE DBCS [2824] ENU TraceTrace32000-03-07 12:49:28Processing InvLoc: 1-2MDF .0 BASE DBCS [2824] ENU TraceTrace32000-03-07 12:46:03Start Date = 2000-03-07 00:00:00. TraceTrace32000-03-07 12:49:28Config Info -. Start Date: 2000-03-07 00:00:00...Class A. End Date: 2001-08-28 00:00:00 Version 6.Class A. 270. Loc/ Type = Loc. for example: 00001011 2000-03-07 12:46:03 2000-03-07 12:46:05 +HHMM 00000002 000 001f 0001 09 FSCyccnt 3164 389 271 C:\sieb60\ssvr\log\FSCyccnt_3164. a log file is created only if there is an error.1 Siebel Field Service Guide 9-47 .Classification: ABC. which is set. This is the default state. to 0. End Date = 2001-03-07 00:00:00 TraceTrace32000-03-07 12:46:03Mode = TempTbl. Where = .Class A. by default. ClientID = 1-3W4H. the log collects information on which inventory locations were processed and the corresponding cycle count periods. for example: 00001011 2000-03-07 12:49:28 2000-03-07 12:49:28 +HHMM 00000009 000 001f 0001 09 FSCyccnt 3166 389 169 C:\sieb60\ssvr\log\FSCyccnt_3166. the log collects information about the parameters that are passed to the Cycle Counting engine. End Date: 2001-03-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -. Start Date: 2000-09-03 00:00:00.log 6. End Date: 2000-09-02 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -.log 6.

End Date: 2001-03-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -. Start Date: 2000-03-07 00:00:00.Class B. NOTE: The server does not have to be shut down and restarted after changing this parameter.Class C.Class C. 9-48 Siebel Field Service Guide Version 6. End Date: 2000-12-01 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -.1 . Start Date: 2001-03-02 00:00:00. Start Date: 2000-12-02 00:00:00.Logistics Management Setup and Configuration for Cycle Counting TraceTrace32000-03-07 12:49:28Cycle Counting Periods -. End Date: 2001-08-28 00:00:00 TraceTrace32000-03-07 12:49:28Cycle Counting Periods -. End Date: 2002-02-24 00:00:00 s Set the Trace Flags parameter to 3. the log collects information that is available for the previous two settings.Class B. Start Date: 2000-03-07 00:00:00.

and so on. 3 Type in a new value for System Preference Value. Examples of internal are warehouses and trunk. 4 To register changes to system preferences. trunk inventories. restart the Field Service server. 3 In the Component Request Parameters list applet. find the parameter (see Table 9-28 on page 9-53) in the Name column. Orders generated for internal are of the type Internal Order. Sources for replenishment can be internal (service inventory) or external (external vendor). Orders generated for external are of type Purchase Order. 4 Type the new value in the Value column. select FSCRepl for the Component/Job.1 Siebel Field Service Guide 9-49 .Logistics Management Setup and Configuration for the Replenishment Engine Setup and Configuration for the Replenishment Engine Replenishment is the process of generating orders to restock an inventory location. 9 To set system preferences for the Replenishment engine 1 Choose Application Administration © System Preferences. Version 6. 9 Setting Up Replenishment Follow these procedures to set up replenishment. 2 Locate the name of the system preference (System Preference Name column) (see Table 9-27 on page 9-52). To set the parameters for the Replenishment engine 1 Choose Server Component Requests © My Component Requests. Various location types that need restocking are warehouses. 2 In the Component Request form applet.

3 In the Products applet. 9-50 Siebel Field Service Guide Version 6. create a new record for each vendor. select a location. 2 In the Inventory Location list applet. To set up the vendor for a product 1 Choose Products © All Products. 2 In the Inventory Location list applet. select a location. 3 In the Relationships applet. 4 For the selected product. check or uncheck Asynchronous generation of Replenishment orders. select a product. 4 Select an inventory location in the Name field. create a new record. To set the maximum and minimum quantity of products to keep in stock 1 Choose Service Inventory © Product Buckets. 2 In the Inventory Location list applet. complete the Max. 2 In the Products list applet. 5 In the With Relationship field. 3 For the Mode of Operation. and Safety fields.1 . To set up vendors for an inventory location 1 Choose Service Inventory © Authorized Vendors. Min. 3 In the Authorized Vendors applet. To set up replenishment relationships among inventory locations 1 Choose Service Inventory © Relationships. 3 In the Vendor field. select a product. select a location.Logistics Management Setup and Configuration for the Replenishment Engine To set synchronous or asynchronous operation of the Replenishment engine 1 From the View menu. choose the relationship of the named location to the location selected in Step 2. choose the Field Service tab. choose Options. 2 In the Options dialog box. choose a vendor from the dialog box.

Logistics Management Setup and Configuration for the Replenishment Engine Configuration Information for the Replenishment Engine The Replenishment engine uses the configuration parameters listed in Table 9-26. Configuration of Replenishment Applies to Product Product Inventory location Product Inventory location View “Product Buckets View” on page 7-31 “Product Buckets View” on page 7-31 “Relationships View” on page 7-39 Marketing Administration © Products © Products “Authorized Vendors View” on page 7-38) 9 Configuration Parameter Minimum quantity of product to keep in stock Maximum quantity of product to keep in stock Relationships among inventory locations Vendor for the product Vendors for an inventory location Version 6. Table 9-26.1 Siebel Field Service Guide 9-51 .

Purchase Order ReplenishOrderPriority Medium InvLocTypeForReplenishRelation Warehouse 9-52 Siebel Field Service Guide Version 6. Table 9-27.1 . These are the columns of main interest: s s 9 SYS_PREF_CD. Specifies the valid values for the existing order item status. The values should be from the Order Priority LOV and individual values should be LIVs. VAL. Specifies the valid values for the existing order type. listed in Table 9-27. The BusComp is System Preferences. The values should be from the Order Status LOV and individual values should be LIVs. New. Name of the system preference.Logistics Management Setup and Configuration for the Replenishment Engine System Preferences for the Replenishment Engine For all the Field Service engines. Specifies the default order priority. ValidOrderStatusForOnOrderQty ValidOrderItemStatusForOnOrderQty Open. Orders to replenish any level of an inventory location have this value as their Destination. which determine the behavior of each engine. Specifies the default replenishment level. there are system preferences. The values should be from the Order Item Status LOV and individual values should be LIVs. Pending Comments Specifies the valid values for the existing order status. Pending ValidOrderTypeForOnOrderQty Internal Order. The values should be from the Order Type LOV and individual values should be LIVs. New. These system preferences are stored in the table S_SYS_PREF. Value of the system preference. Parameter System Preferences for the Replenishment Engine Default Value Open.

Required when InvokeMode = SQL.1 Siebel Field Service Guide 9-53 . These parameters are set for the component FSRepl on Server Component Requests © My Component Requests. meaning specify some criteria and replenish the inventory locations which meet that criteria. restart the Field Service server. put all the required parameters into a temporary table with a particular Client Request Id and pass that Id to the server to retrieve the parameters from Temp Table. Defaults to I when InvokeMode = Id or SQL. Table 9-28. Parameters for the Replenishment Engine All the engines can be invoked from the Workflow Manager or from the client. The fourth parameter sets the Order Priority for newly created orders. and Orders Types to look for when searching for an existing order. Required when InvokeMode = TEMP. Version 6. specify the inventory location to be replenished and the engine will replenish the specified location. and what they mean. In this mode. SQL TEMP ClientId A row Id for retrieving parameters from the temp table I (Inventory Location) V (Vendor) Destination Inventory Id SQL Where Clause SourceType DestId WhereClause Required when InvokeMode = TEMP. These engines require certain parameters to be passed. NOTE: To register changes to System preferences. Required when InvokeMode = Id.Logistics Management Setup and Configuration for the Replenishment Engine The first three parameters decide what kind of Orders. specify the where clause. In this mode. to avoid creating duplicate orders. Table 9-28 contains the parameters for the Replenishment engine. Order Items. Parameter InvokeMode 9 Parameters for the Replenishment Engine Value Id Comments In this mode.

s s Input to the Replenishment Engine As input. based on the stock levels. and availability) S_INVLOC_ROLLUP (stores relationship sublevel in de-normalized form. status. and Sublevel for an inventory location) S_PROD_INT (stores product definition. maximum. Invoke the engine through the server manager on the application server. used for vendor information) S_INV_TEMP s s s s s s 9-54 Siebel Field Service Guide Version 6.Logistics Management Setup and Configuration for the Replenishment Engine Running the Replenishment Engine Ways to Invoke the Replenishment Engine s 9 Dispatch the engine using the workflow manager to generate internal and purchase orders. also stores minimum. stores children and grandchildren for a particular inventory) S_INVLOC_ORG (link table between S_INVLOC and Account table to store vendors for an inventory) S_INVLOC_REL (stores relationships such as Fulfills. and safety levels for products) S_PROD_INV (stores bucket information: quantity. Invoke the engine by clicking the Generate Internal Orders button or the Generate Purchase Orders button on the Service Inventory © New Replenishment Orders view. Replenishes. for example. Output from the Replenishment Engine As output. the Replenishment engine produces internal orders and purchase orders.1 . the Replenishment engine requires one or more inventory locations. Tables Involved s s S_INVLOC (inventory management table) S_PROD_INVLOC (manage products at the inventory location.

. . . . . . . . . . . 10-22 Line Item Receipts View . . . . . . . . . . . . . . . . . . . . . . . . 10-26 Receive Internal Orders View . . . . . . . . . . . . . . . . . . . 10-22 Receiving Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-20 Shipping Report . . . 10-33 Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Waybill View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-31 Receive Repair Order View . . . . . . . . . . . . . . . . . . . 10-12 Pick Ticket View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28 Receive Purchase Order View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 Receive RMA View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22 All Pending Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-9 Screens and Views for Shipping and Receiving . . . . . . . . . . . . . . . . 10-12 All Pick Tickets View . . . . . . . 10-3 Concepts and Terms . . . . . . . . . . . . 10-3 Application Overview . . . . . 10-14 Repair Pick Ticket View . . . . . . . . . . . . . . . . . . . 10-11 Shipping Screen . . . . . . . . . . . . . . . . . 10-7 Processing and Tracking Receipts . . . . . . . 10-17 Waybill View . 10-4 Processing and Tracking Shipments . 10-33 Receive Unknown View . . . . . . . . . . . . . . . . . . . . . . . 10-18 Consolidation View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 10-1 . . .Shipping and Receiving 10 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-24 All Unknown Receipts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-36 Inventory Transactions for Repairs Received from a Third-Party Vendor . .1 . . . . . . . . . . . . . . . 10-37 Third-Party Vendor Swaps an Asset During Repair . . . . . . 10-34 Common Checks and Validations for Shipping and Receiving . . . . 10-34 Process Shipment Button . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shipping and Receiving Setup and Configuration . . 10-35 Inventory Transactions for Repairs Sent to a Third-Party Vendor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-38 10-2 Siebel Field Service Guide Version 6. . . . 10-35 Inventory Transactions for Repairs in an Internal Repair Center . . . . . . . . . . . . 10-34 Generate Transactions Button . . . . . . . . . . . . . . .

shipping. Pick ticket Waybill Version 6. reserving (allocating) these items. as record of the shipment. route. A warehouse clerk uses this list to pick and ship the items that complete an order.Shipping and Receiving About This Chapter About This Chapter This chapter describes fulfillment of orders. This document travels with the items during shipment. and receiving. Such a shipment may be to a customer. A document prepared by the carrier of a shipment of goods that contains details of the shipment. and charges. Concepts and Terms Fulfillment 10 The process of filling an order by locating which inventory has the line items in the order.1 Siebel Field Service Guide 10-3 . and creating a pick ticket. Internal shipments may be triggered by the replenishment process. A document that provides detailed information about the service parts required to fill orders. 10 Siebel Field Service records and reviews information relating to physical shipment of material. or to another inventory location belonging to the organization.

Shipping begins where fulfillment ends. Figure 10-1 on page 10-5 illustrates the shipping process. see “Setup and Configuration” on page 10-34. For guidelines and technical details of configuration. with the generation of a pick ticket.1 . The waybill. For details on individual screens. The pick ticket provides detailed information about the items required to fill orders. 10-4 Siebel Field Service Guide Version 6. see “Screens and Views for Shipping and Receiving” on page 10-11. normally travels with the shipment and mediates between shipping and receiving.Shipping and Receiving Application Overview Application Overview This section includes detailed procedures for using the screens and features for shipping and receiving. the pick ticket and the waybill. 10 Shipping activities focus on two documents. which records a variety of data related to the shipment.

Get Pick Ticket Pick Parts Update Pick Ticket (Parts Shipped) Choose Carrier and Update Waybill Process Shipment Figure 10-1. Shipping Flow Version 6.1 Siebel Field Service Guide 10-5 .Shipping and Receiving Application Overview Siebel Field Service automatically performs the necessary inventory transactions and creates the necessary line item actions on shipped orders.

or RMA) Generate Transactions Figure 10-2. another receipt type. has been included that encompasses any other received packages.1 .Shipping and Receiving Application Overview Receiving applies to all types of orders: s Replenishment of internal orders or internal transfers received by a field office. Purchase Orders and Repair Orders (receipt from an external vendor). Purchase/Repair Order. Receiving Flow Siebel Field Service performs the necessary inventory transactions and creates the necessary line item actions on received orders. 10-6 Siebel Field Service Guide Version 6. a receipt is generated as proof of the item arriving. RMAs (returns from a customer). or a field service engineer. Figure 10-2 illustrates the receiving process. a repair center. No Identify Order? Generate Unknown Receipt Yes Create Receipt (Internal. s s s When an item is received. For convenience. Unknown.

7 Query the pick ticket number. 5 In the Shipped Line form applet. 6 Choose Shipping © Pick Ticket. click the Process Shipment button to create inventory transactions for the line items selected in the Allocated Lines list applet and the quantities specified in the Shipped Line form applet. create a record in the Serial Numbers Applet. 4 In the Line Item actions applet. select a line item or click the Ship All button to generate a shipped quantity equal to the allocated quantity for every allocated line.Shipping and Receiving Application Overview Processing and Tracking Shipments Follow these procedures to process the shipping of orders. 3 Choose Orders © RMAs/Service Order © Line Item Actions. add a new record. click the down arrow in the Serial Number column to open the Pick Asset applet. locate the Pick Ticket field. 3 Choose the Pick Ticket view (see “Pick Ticket View” on page 10-14). 2 Select an order. 7 In the Pick Ticket applet.1 Siebel Field Service Guide 10-7 . and select the product. 5 Copy the pick ticket number. 4 In the Allocated Lines list applet. To find a pick ticket for a line item 1 Choose Orders © All RMAs/Service Orders. select a pick ticket. 2 In the Pick Tickets list applet. 6 For serialized products. Version 6. The Quantity must not exceed the allocated quantity in the Allocated Lines applet. 10 To ship an order 1 Choose Shipping © All Pick Tickets (see “All Pick Tickets View” on page 10-12).

update shipping information. 5 Click the Consolidate button to move the line items from the Qualified Lines to the Consolidated Lines. 3 Choose Shipping © Waybill. 3 Choose the Consolidation view (see “Consolidation View” on page 10-20). 2 Select the pick ticket that you want to consolidate. 4 Complete all fields required for shipping the items described in the selected pick ticket. 2 In either view. status. select a pick ticket.1 . and select the lines you want to consolidate. To consolidate pick tickets 1 Choose Shipping © All Pick Tickets view (see “All Pick Tickets View” on page 10-12). and so on. 2 In the Pick Tickets list applet. update the quantity shipped for selected line items and serial numbers of line items. 4 Select the Qualified Lines applet. To fill in waybills for pick tickets 1 Choose Shipping © All Pick Tickets (see “All Pick Tickets View” on page 10-12).Shipping and Receiving Application Overview To update pick tickets 1 Choose Shipping © All Pick Tickets or Pick Ticket. 10-8 Siebel Field Service Guide Version 6. 3 In the Pick Ticket view.

1 Siebel Field Service Guide 10-9 . or the Receive RMA view. Version 6.Shipping and Receiving Application Overview Processing and Tracking Receipts Follow these procedures to process the receiving of orders. 3 Click the Type field. To receive a repaired item from a third-party vendor 1 Choose Receiving © Repair Order (see “Receive Repair Order View” on page 10-33). query and select the repair order. 2 In the Receive Repair Order form applet. 2 Select the order in the Pending Internal Orders or the Pending POs/ROs/RMAs applet. 4 In the Received Line Item applet. 6 Repeat Step 3 through Step 5 for each line item received. 10 To receive an order 1 Choose Receiving © All Pending Orders (see “All Pending Orders View” on page 10-22). click New to define the conditions of receipt for the selected line item. 7 Click Generate Transactions to record the movement of inventory from the repair vendor to your inventory location. 4 Select a record in the Line Items applet for the received items. 3 In the Line Items list applet. 5 In the Defective Tags list applet. enter a new record. the Receive Purchase Order view. 5 Create a new record and enter receipt details in the Received Line Item and Serial Numbers applets. You see the Receive Internal Orders view. 6 Click Generate Transactions. choose the first line item received. the Receive Repair Order view.

and so on. You see Orders © All RMAs/Service Orders © RMAs/Service Order © Line Items.field. 2 Query the receipt by reference number. Review all line items received with incomplete documentation 1 Choose Receiving © Receive Unknown (see “All Unknown Receipts View” on page 10-26). 10-10 Siebel Field Service Guide Version 6. waybill number.1 . 2 Select the order in the Pending Internal Orders or the Pending POs/ROs/RMAs applet. 3 Review the line items in the Line Items applet. 3 Click the Order or Order Number field. 4 Review the items on the Line Items applet.Shipping and Receiving Application Overview Review all line items for orders 1 Choose Receiving © All Pending Orders.

Pick Ticket Repair Pick Ticket Waybill Consolidation Receiving All Pending Orders Line Item Receipts All Unknown Receipts Receive Internal Orders Receive Purchase Orders Repair Order Receive RMA Receive Unknown Waybill Version 6. See: “To consolidate pick tickets” on page 10-8 View all orders not yet received. record the shipment of allocated line items on a pick ticket and generate inventory transactions. Record items that are received on all types of RMAs. Record items that are received without an associated order. See: “To receive a repaired item from a third-party vendor” on page 10-9. Combine line items for existing pick tickets into a single pick ticket.1 Siebel Field Service Guide 10-11 . View all line items. Record items that are received on purchase orders.Shipping and Receiving Screens and Views for Shipping and Receiving Screens and Views for Shipping and Receiving Click the name of a screen or view in Table 10-1 to see more information. For repair orders only. pending and processed. See: “To ship an order” on page 10-7 or “To consolidate pick tickets” on page 10-8. See: “To receive an order” on page 10-9. View received items that arrive with incomplete documentation. Record the waybills that accompany received shipments. Record the shipment of allocated line items on a pick ticket and generate inventory transactions. Table 10-1.) Display all pick tickets generated automatically during order fulfillment or allocation. See: “To ship an order” on page 10-7. for orders. Record products repaired and received from a third-party vendor. See: “To receive an order” on page 10-9. Screen Shipping 10 Screens and Views for Shipping and Receiving View All Pick Tickets Role/Procedures (Click to see full procedure. Fill out waybills associated with pick tickets. Record received items that are transfers between inventory locations within a service business.

displays pick tickets generated automatically by the Fulfillment and Part Locator engines. Table 10-2 on page 10-13 describes the fields in this view. Figure 10-3. All Pick Tickets View 10-12 Siebel Field Service Guide Version 6. or by using the Generate Pick Ticket button on the Orders screen (see “Line Items View” on page 8-27). Figure 10-3.1 .Shipping and Receiving Shipping Screen Shipping Screen All Pick Tickets View 10 10 The All Pick Ticket view.

FedEx. chosen from a picklist. for example. chosen from a picklist. Field Due Date Pick Ticket Status Carrier Ship Via Ship To Selected Fields in the Pick Tickets Applets Description The date the shipment is due at the recipient site. Pending. the full account address is recorded in the record. for example. chosen from a picklist. The mode of shipment. or Closed. Shipped. The inventory location that will originate this shipment. DHL.1 Siebel Field Service Guide 10-13 . Ship No Waybill Number Inventory Loc. for example. A unique number assigned to this pick ticket. or UPS. The default is the date the record was created. for example. The current state of the pick ticket.Shipping and Receiving Shipping Screen Table 10-2. If a line item does not have a quantity entered in the Shipped Line applet. Version 6. chosen from a picklist. Air or Ground. Assigned To Delivery Method Planned Delivery Date NOTE: The Pending Pick Ticket views show only pick tickets with a status of Open. The address of the account to receive the shipment. The name of the shipping carrier. Open. Though only the street address appears in this field. This number may be supplied by the carrier. chosen from a dialog box. clicking the Process Shipment button automatically de-allocates that line item. The name of the person responsible for the pick ticket. A type-in field for a shipment number. The date the delivery should arrive at the recipient site. The class of delivery service. chosen from a dialog box. It also deallocates the difference between the allocated quantity and the quantity in the Shipped Lines applet. A type-in field for a waybill number. Same Day Delivery or Next Day Morning. The default is the same as the pick ticket number.

Figure 10-4. Table 10-4 on page 10-15 through Table 10-6 on page 10-16 describe the fields in this view. Figure 10-4.Shipping and Receiving Shipping Screen Pick Ticket View 10 The Pick Ticket view.1 . records the shipment of allocated line items on a pick ticket and generates inventory transactions. Pick Ticket View 10-14 Siebel Field Service Guide Version 6.

This number reflects the value entered in the Shipped Lines applet after clicking the Process Shipment button.1 Siebel Field Service Guide 10-15 . Once this button is activated. Version 6. Button Button in the Pick Ticket Applet Description This button generates an inventory transaction that is recorded as a Ship transaction. This number appears automatically in the Quantity field of the Shipped Lines applet. Good or Defective. The availability state of the product at the source inventory location. The number of products shipped. for example. This number appears automatically in the Quantity field of the Shipped Lines applet. This button creates records in the Shipped Line applet for all allocated lines in the Allocated Lines applet. The inventory location that will provide the allocated products. The third physical location in a service inventory to obtain the product. or On Order. Ship All Product Allocated Quantity Inventory Location Availability Status Location 1 Location 2 Location 3 Shipped Quantity The name of a product on the order associated with the selected pick ticket. The functional status of the allocated products. but does not generate an inventory transaction. see “Process Shipment Button” on page 10-34. for example.Shipping and Receiving Shipping Screen Table 10-3. The first physical location in a service inventory to obtain the product. On Hand. Note that neither the Ship nor Ship All buttons specify the assets to ship for serialized products. In Transit. the Pick Ticket Status is set automatically to Closed (see Table 10-2 on page 10-13). with the same quantity as the allocated quantity. The number of products allocated for this pick ticket. Process Shipment Table 10-4. The second physical location in a service inventory to obtain the product. For more information. Field Ship Fields in the Allocated Lines Form Applet Description This button creates a record in the Shipped Line applet.

filled in automatically. Activating the Ship button fills in this field automatically with the total number of allocated products in the selected line item. 10-16 Siebel Field Service Guide Version 6. Table 10-6. Field Fields in the Serial Number List Applet Description The serial number of a shipped product for the selected line item. Serial Number Product NOTE: The Serial Number applet accepts multiple serial numbers. any excess is de-allocated.Shipping and Receiving Shipping Screen Table 10-5. The Serial Number applet accepts only as many records as the number of shipped items. chosen from a dialog box. The Ship All button does this for all line items. This applet is active only if the Shipped Line applet displays a number of shipped items. Field/Button New Quantity Fields in the Shipped Line Form Applet Description This button activates the Quantity field so that it can receive the number of items shipped.1 . The name of the shipped product. NOTE: If the Shipped Line applet has a quantity less than the quantity in the Allocated Lines applet. A type-in field for the number of allocated items to ship from the selected line item.

The Pick Ticket. Version 6. Shipped Lines and Defective Tags Applets in the Repair Pick Ticket View Table 10-7. Serial Number NOTE: The Defective Tags list applet accepts multiple defective tag numbers. the Pick Ticket form applet contains a Process Shipment button. Allocated Lines. Figure 10-5.Shipping and Receiving Shipping Screen Repair Pick Ticket View 10 The Repair Pick Ticket view. The serial number of the shipped product. and Shipped Lines applets are identical to those in the Pick Ticket view (see “Pick Ticket View” on page 10-14). Figure 10-5. For a description of the Process Shipment button see Table 10-3 on page 10-15 and “Process Shipment Button” on page 10-34. Table 10-7 describes the fields in this view. Instead of associating serial numbers with shipped products. The Defective Tag applet accepts only as many records as the number of shipped items. Field Defective Tag Fields in the Defective Tags List Applet Description The defective tag number of a shipped product for the selected line item. processes the shipment of allocated line items for a repair order. chosen from a dialog box.1 Siebel Field Service Guide 10-17 . This applet is active only if the Shipped Line applet displays a number of shipped items. In this view. this view uses the Defective Tags applet to associate defective tags. filled in automatically.

associates waybills with pick tickets.Shipping and Receiving Shipping Screen Waybill View The Waybill view. Waybill Information Form Applet in the Waybill View 10-18 Siebel Field Service Guide Version 6. 10 In this view. Table 10-8 on page 10-19 describes the fields in this view. For a description of the Process Shipment button see Table 10-3 on page 10-15 and “Process Shipment Button” on page 10-34. Figure 10-6. the Pick Ticket form applet contains a Process Shipment button. Figure 10-6.1 .

The person who received the shipment. A type-in field. chosen from a picklist. A type-in field. The default value is the Pick Ticket number. chosen from a dialog box of employees. New.Shipping and Receiving Shipping Screen Table 10-8. The current state of the pick ticket. chosen from a picklist. The address of the recipient. This selection populates the read-only field in the Pick Ticket applet on the same screen. chosen from a picklist. for example. A type-in field. or Defective. A type-in field. A type-in field. Good. chosen from a picklist. The payment terms for the shipment. chosen from a dialog box. or UPS. chosen from a picklist. The units of measure appear in a field to the right. Pending. The mode of shipment. for example. Air or Ground. FedEx. Open. The person responsible for shipping. chosen from a dialog box of accounts. Number of Containers Freight Cost Insured Value Insurance Cost Ship To Shipped By Ship Date Waybill Number POD Received By Condition Version 6. or Closed. Field Shipment No Status Ship To Ship Via Carrier Incoterms Freight Info Weight Selected Fields in the Waybill Information Form Applet Description A type-in field for a number that identifies a shipment. for example. The name of the shipping carrier. The state of the shipment upon receipt. for example. The shipping address chosen from the Pick Address dialog box. A type-in field for the weight. chosen from a picklist. Shipped. A check box indicating payment on delivery for this shipment. The date of the shipment. A type-in field. This information is inherited from the Orders screen. FOB or No Charge. DHL. for example.1 Siebel Field Service Guide 10-19 .

the Pick Ticket form applet contains a Process Shipment button. Figure 10-7.1 . Figure 10-7. be shipped from the same inventory location. Table 10-9 and Table 10-10 on page 10-21 describe the fields in this view. The line items must have the same Ship To address. combines line items for existing pick tickets into a single pick ticket. The purpose is to reduce shipping costs. and have the same order type. Qualified Lines and Consolidated Lines Applets 10-20 Siebel Field Service Guide Version 6.Shipping and Receiving Shipping Screen Consolidation View 10 The Consolidation view. For a description of the Process Shipment button see Table 10-3 on page 10-15 and “Process Shipment Button” on page 10-34. In this view.

The qualified lines from one pick ticket are copied to the other. The number of this product allocated to this shipment. The current state of the pick ticket. Shipped. The number of this product allocated to this shipment. or Closed. for example. Field Product Fields in the Consolidated Lines List Applet Description The name of the product in the consolidated shipment. Allocated Quantity Version 6. The address of the account receiving the shipment. chosen from a picklist.Shipping and Receiving Shipping Screen Table 10-9. deleting all line items from the first pick ticket. The consolidated lines are then processed as though they were part of the original order. Pick Ticket Status Product Allocated Quantity Ship To Address Table 10-10. Pending. The number of the selected pick ticket. Open. Field/Button Consolidate Fields in the Qualified Lines List Applet Description This button combines the line items in the Qualified Lines applet and shows the result in the Consolidated Lines applet. The name of the product to consolidate.1 Siebel Field Service Guide 10-21 .

Table 10-11 and Table 10-12 on page 10-23 describe the fields in this view. Figure 10-8. shows all orders not yet received. All fields are read-only.Shipping and Receiving Shipping Report Shipping Report Shipping provides the Pick Ticket Details report. This report contains a page describing each pick ticket and its associated products.1 . Figure 10-8. 10 Receiving Screen All Pending Orders View 10 10 The All Pending Orders view. All Pending Orders View 10-22 Siebel Field Service Guide Version 6.

for example. The order number. The name of the account sending the order. The priority of the shipment. High or Low. The status of the receipt. The location of the account. Partially Received. Pending.Shipping and Receiving Receiving Screen Table 10-11. or Shipped. Internal Order. for example. Table 10-12. for example. Version 6. The name of the sending inventory location. The name of the receiving inventory location. The first name of the account contact sending the order. Field Type Order Number Status Priority Account Site Last Name First Name Fields in the Pending POs/ROs/RMAs List Applet Description The type of order.1 Siebel Field Service Guide 10-23 . The number of the pick ticket for this order. The date the receipt is expected. The shipment number. The order number. Open. Purchase Order or RMA Return. for example. The status of the order: Shipped. Field Type Pick Ticket Order Shipment Status Due Date From To Fields in the Pending Internal Orders List Applet Description The type of order. The last name of the account contact sending the order.

Figure 10-9. 10 Figure 10-9. pending and processed. Table 10-13 on page 10-25 describes the fields in this view. Receipts List Applet in the Line Item Receipts View 10-24 Siebel Field Service Guide Version 6. shows all line items.1 .Shipping and Receiving Receiving Screen Line Item Receipts View The Line Items Receipts view. for orders.

The pick ticket number for the product. for example. The current state of the receipt for this product. The name of an inventory location (warehouse) where the shipment originated. or Closed. The category of order. Open. or UPS. The number of the products.Shipping and Receiving Receiving Screen Table 10-13. The name of an inventory location that received the product. Shipment Number Pick Ticket Waybill Status From To Carrier Version 6. For internal orders only. Internal Order or RMA Advanced Exchange. for example. FedEx. for example. Field Product Quantity Type Order Number Fields in the Receipts List Applet Description The name of the product in an order. The name of the shipping carrier.1 Siebel Field Service Guide 10-25 . DHL. Pending. The waybill number for the product. chosen from a picklist. The order number for the product. The shipment number for the product.

Table 10-14 on page 10-27 describes the fields in this view. 10 Figure 10-10. Figure 10-10.Shipping and Receiving Receiving Screen All Unknown Receipts View The All Unknown Receipts view. All fields are read-only. All Unknown Receipts View 10-26 Siebel Field Service Guide Version 6.1 . lists received items that arrive with incomplete documentation.

Field Selected Fields in the Unknown Receipts List Applet Description A number that identifies a shipment. The category of order. for example. A unique number assigned to unknown receipts.1 Siebel Field Service Guide 10-27 . Open. or UPS. Internal Order or RMA Repair Return. chosen from a picklist.Shipping and Receiving Receiving Screen Table 10-14. Pending. The waybill number for this receipt. for example. The current state of the receipt for this product. or Closed. no inventory transaction is generated. Until that occurs. DHL. The name of the shipping carrier. this item must be recorded as received. A reference number for a received item that does not match an existing order. for example. Shipment Number Status Order Type Match Order # Reference # Carrier Waybill Version 6. When an order is identified. FedEx.

records received items that are transfers between inventory locations within a service business.Shipping and Receiving Receiving Screen Receive Internal Orders View The Receive Internal Orders view. 10 Figure 10-11. The data is supplied by“Shipping Screen” on page 10-12. Figure 10-11. Table 10-15 on page 10-29 though Table 10-18 on page 10-30 describe the fields in this view.1 . Receive Internal Order View NOTE: The Receive Internal Order form and the Line Items list applets are read-only. 10-28 Siebel Field Service Guide Version 6.

The inventory location from which the shipment originated. the products. for example.1 Siebel Field Service Guide 10-29 . The name of the shipping carrier. Generate Transactions Shipment # Status The shipment number for this receipt. The date the shipment was expected. The current state of this shipment. The Fulfillment engine supplies this location. quantity. and records the source inventory. but it may be provided if the shipment is generated manually on the Orders screen. DHL. The Fulfillment engine does not supply this location. Air or Ground. for example. The number of items described for this line item in the internal order. Field/Button Selected Fields in the Receive Internal Order Form Applet Description This button generates transactions that add the received items to buckets. Shipped or Closed. It may also be provided if the pick ticket is generated manually.Shipping and Receiving Receiving Screen Table 10-15. Note: For replenishment orders. For other actions that this button carries out. The current state of this shipment. for example. The inventory location that will receive the products. The address of the recipient. Version 6. Shipped or Closed. The mode of shipment. see “Generate Transactions Button” on page 10-34. or UPS. this action generates transactions of the type Receive Internal. The status of an order is changed to Shipped by the Process button (see “Process Shipment Button” on page 10-34). Field Product Quantity Status Fields in the Line Items List Applet Description The name of a product in the received shipment. the destination inventory and buckets. and other transaction information. FedEx. the assets (for serialized products). From Inventory To Inventory Ship To Ship Via Carrier Due Date Table 10-16.

or On Order. On Hand. The inventory location for the received product. The name of the received product. chosen from a dialog box. Good or Defective. for example. 10-30 Siebel Field Service Guide Version 6. Field Quantity Availability Status Location Fields in the Received Line Item Applet Description The number of products received for the selected line item. This number cannot exceed the quantity in the Line Items applet. for example.Shipping and Receiving Receiving Screen The Received Line Item applet assigns each incoming product to a bucket. In Transit. Table 10-18. Field Serial Number Product Fields in the Serial Numbers Applet Description The serial number of a received product.1 . chosen from a dialog box. filled in automatically from the selected line item. Table 10-17. The current status of the allocated products. The availability status of the product at the destination inventory location.

Receive Purchase Order View Version 6.Shipping and Receiving Receiving Screen Receive Purchase Order View 10 The Receive Purchase Order view. NOTE: The Receive PO form and the Line Items list applets are read-only. Figure 10-12.1 Siebel Field Service Guide 10-31 . Figure 10-12. records items that are received on purchase orders. Table 10-19 on page 10-32 through Table 10-21 on page 10-32 describe the fields in this view.

The number of products. The status of the receipt. or Shipped. it is not possible to complete the receipt or otherwise modify an order.Shipping and Receiving Receiving Screen Table 10-19. Generate Transactions PO Number Status Active Account Table 10-20. Partially Received. Open. Table 10-21. For other actions that this button carries out. The number of the purchase order for the received items. This number cannot exceed the quantity in the Line Items applet.1 . Open. A check box indicating that processing of this PO is still in progress. or Shipped. Field Selected Fields in the Receive PO Form Applet Description This button generates transactions that add the received items to buckets. Partially Received. The name of the product received. Field Quantity Availability Fields in the Received Line Items Applet Description (Sheet 1 of 2) The number of products received for the selected line item. 10-32 Siebel Field Service Guide Version 6. The Received Line Item applet assigns each incoming product to a bucket. for example. On Hand. The status of the receipt. for example. The availability status of the product at the destination inventory location. see “Generate Transactions Button” on page 10-34. for example. Field Line Product Status Quantity Fields in the Line Items List Applet Description The number of the line item in the purchase order. If the Active flag is set to false on the Orders screen. or On Order. In Transit. The name of the account that supplies this order.

with the exception of the Defective Tags applet. Field Status Location Shipment Product Fields in the Received Line Items Applet Description (Sheet 2 of 2) The functional state of the allocated products. This applet records the defective tags for the received line items. Receive Repair Order View 10 The Receive Repair Order view records products repaired and received from a thirdparty vendor. This name normally should match the name of the product in the Line Item applet. The fields in this view are the same as for purchase orders (see “Receive Purchase Order View” on page 10-31). it is possible to select another product. The fields in this view are the same as for purchase orders (see “Receive Purchase Order View” on page 10-31). Receive RMA View 10 The Receive RMA view records items that are received on all types of RMAs. The name of the received product.1 Siebel Field Service Guide 10-33 . However. if a product was substituted or if the wrong product was shipped. The shipment number. chosen from a dialog box. Good or Defective. Receive Unknown View The Receive Unknown view records items that are received without an associated order. for example. chosen from a dialog box. 10 Version 6. This view is the same as the Waybill view for Shipping (see “Waybill View” on page 10-18) with the addition of a New button for adding a new waybill record. The inventory location for the received product. 10 Waybill View The Waybill view records the waybills that accompany received shipments. chosen from a dialog box.Shipping and Receiving Receiving Screen Table 10-21.

ensures that the total assets received match the product quantity.Shipping and Receiving Setup and Configuration Setup and Configuration This section describes the operation of shipping and receiving. This button generates the following processes within Siebel Field Service: s Based on the Order Type of Internal/Other. and Receive RMA views of the Receiving screen. This button generates the following processes within Siebel Field Service: s s 10 Loop through all the Allocated actions for the pick ticket. generate an inventory transaction of type Ship and another of type De-allocate. 10 Process Shipment Button The Process Shipment button is located on the Pick Ticket. generate proper inventory transactions affecting buckets. Verify that the asset physically exists at the source inventory location. Refer to the Inventory Transactions table (Table 7-29 on page 7-70). then insert a Deallocate action for this line item for any extra items and generate an inventory transaction of type De-allocate. s s 10-34 Siebel Field Service Guide Version 6. Receive Purchase Order. s s Generate Transactions Button 10 The Generate Transactions button is located in the Receive Internal Order. Generate inventory transactions based on the order type of the pick ticket. Waybill. and Consolidation views of the Shipping screen. If the product received was serialized. For each Shipped action against the allocated action. Refer the Inventory Transactions table (Table 7-29 on page 7-70).1 . If the shipped quantity is less than the allocated quantity.

While generating inventory transactions. move the part from bucket to bucket. validates the source location of the asset. Validations are performed for each transfer. it is possible to receive partial shipments after selecting the Generate Transactions button. an asset must belong to a source bucket to be moved to a destination bucket. 3 Update the bucket Id (Prod_INV_ID) on the Defective Tag (S_PART_RPR). New receive actions may be added as long as the quantity of items received does not exceed the quantity in the order.Shipping and Receiving Setup and Configuration Common Checks and Validations for Shipping and Receiving 10 Siebel Field Service provides these automatic validations for shipping and receiving transactions: s s s Quantity to be shipped should be less than or equal to the quantity allocated. For internal orders. 2 Commit Inventory Transactions. Any other type of order allows for partial receiving. for example. Once the inventory transaction is generated. so there is no need for partial receiving. Version 6. Total number of assets should be equal to the total quantity of a serialized product. no update is allowed for the shipped or received line item. Quantity to be received should be less than or equal to the quantity shipped. an inventory transaction is generated. However.1 Siebel Field Service Guide 10-35 . Each time a part is moved from bucket to bucket. These steps summarize the transaction process: 1 Generate inventory transaction as a Stock Transfer. generated from an Activity Plan. s s Inventory Transactions for Repairs in an Internal Repair Center 10 Repair activities. shipped items are known.

and availability (INV_AVAIL_CD) on the Defective Tag (S_PART_RPR). 3 Update the bucket Id (Prod_INV_ID). Table 10-22. the Process Shipment button generates transactions. Rules for Inventory Transactions: Internal Repair Bucket (InvLoc + Status + Avail) Old Value NULL NULL INV1 INV1 New Value NULL INV1 INV1 INV2 Transactions Required? No No No Yes Normal inventory transaction as Stock Transfer. 10-36 Siebel Field Service Guide Version 6. These steps summarize the transaction process: 1 Generate inventory transaction as Ship to TP and De-Allocate. 2 Commit inventory transactions. INV_STATUS_CD. INV1 NULL No Inventory Transactions for Repairs Sent to a Third-Party Vendor 10 On the Shipping screen. and sets the variables Defective and On Hand. using the BusComp FS Repair Without Update logic. with all validations. to move a product from the defective bucket to the third-party vendor. inventory location (INVLOC_ID).1 . and INV_AVAIL_CD. This transaction updates the variables INVLOC_ID. status (INV_STSTUS_CD).Shipping and Receiving Setup and Configuration The rules for these inventory transactions are in Table 10-22. of the type Ship to TP. in the Repair Pick Ticket view.

Shipping and Receiving Setup and Configuration The rules for these inventory transactions are in Table 10-23. to move a product from a third-party vendor to the desired inventory location. Table 10-23. This transaction updates the variables INVLOC_ID. the user must manually update the inventory location in the Tracking form applet to CUSTOMER_VIRTUAL. Version 6. The assets rows are included in the transaction validation if the product is serialized. 3 Update the bucket Id (Prod_INV_ID). the Generate Transaction button generates transactions. Third-Party Vendor Ships Directly to the Customer When a third-party vendor ships a repaired item directly to the customer. These steps summarize the transaction process: 1 Generate inventory transaction as Receive from TP. of the type Receive from TP. the repair center must receive a confirmation from the vendor. Inventory Transactions for Repairs Received from a Third-Party Vendor 10 On the Receiving screen. and availability (INV_AVAIL_CD) on the Defective Tag (S_PART_RPR). On receipt of this confirmation. inventory location (INVLOC_ID). INV_STATUS_CD. using the BusComp FS Repair Without Update logic.1 Siebel Field Service Guide 10-37 . Changing the location from third-party to Virtual Customer. in the Receive Repair Order view. Inventory Transaction Type Ship to TP Rules for Inventory Transactions: Send to Third-Party Vendor Source Inventory Ord Part Movement Source Inv Ord Part Movement Source Invloc Id Bucket On Hand Good/Defective Reserved No Assets1 Yes Destination Inventory Order Hdr. automatically creates an inventory transaction. status (INV_STSTUS_CD). 2 Commit the inventory transaction. and INV_AVAIL_CD. Destination Invloc Id (on Orders © Terms) Customer Bucket On Hand Defective On Order No Assets1 Yes De-Allocate 1.

Receive it from the third-party vendor using a Receive Other transaction. Table 10-24. The assets rows are included in the transaction validation if the product is serialized. using another transaction. Create a new asset. The user can accomplish this in one of two ways: s s 10 Use the same Asset Id. and change the serial number associated with this record. Then delete the previous asset.Shipping and Receiving Setup and Configuration The rules for these inventory transactions are in Table 10-24. 10-38 Siebel Field Service Guide Version 6. Inventory Transaction Type Ship from TP Rules for Inventory Transactions: Receive from Third-Party Vendor Source Inventory Ord Hdr Destination Inv (on Orders.1 . the inventory transactions will fail unless the new asset exists in the third-party inventory location. Terms view) Bucket On Hand Defective Assets1 Yes Destination Inventory Order Part Movement Dest Inv (on Receive © Receive Action) Bucket On Hand Good/Defective Assets1 Yes 1. Third-Party Vendor Swaps an Asset During Repair If the third-party repair vendor returns a different part.

. . . . . . . . 11-20 Assets Screen . . . . . . . . . . 11-7 Processing Defective Items for Repair . . . . . . . . . . . . . . . . 11-24 Serialized Products and Inventory Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 Repair Orders . . . . . . . . . . . . . . . . .Repairs 11 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . 11-25 Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5 Receiving Items for Repair . . . . . . . . . . . . . . . . . . . 11-23 Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-24 Setting Up Repair Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 Repair Activities . 11-6 Repair Records and Defective Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 11-1 . . . . . . . . . . . . . . . . . . . . . . . . . 11-22 Repair Reports . . . . . . . . . . . 11-14 Repairs Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . 11-22 Repair History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15 Repairs Views . . . 11-7 Asset Repair Histories . . 11-18 Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-25 Inventory Transactions for the Repair Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15 Activities Plan View . . . . 11-4 Workflow for Repairs . . . . . . 11-4 Application Overview . . . . . . . 11-8 Screens and Views for Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

It is assigned to both internal and external repairs and is used to record repair process detail for a specific product asset. It is a unique number tied to the product or asset being repaired. in many cases. which. The product is then either shipped to a third-party vendor or moved to your organization’s repair location.Repairs About This Chapter About This Chapter This chapter describes how to use Siebel Field Service to process and track equipment repairs.1 . or a stock transfer (inventory transaction) can be issued directly. an internal order can be used to track the parts being transferred from one inventory location to another. The product is received from the customer. The repair cycle begins with a customer calling a service center with a defective product that requires repair. It is a numbered card or marker (often a bar-coded label) physically attached to the product. a repair order number is assigned. In the latter case. When the product arrives in the repair center’s receiving department. tracks symptoms and resolutions. Siebel Repair generates repair activity plans and assigns and schedules repair activities. usually via an RMA order. The customer service representative assigns an RMA (Return Material Authorization) to the product. In other cases the product is repaired and turned back into good stock. The RMA type (Repair Return or Advance Exchange) signifies that the product is to be repaired. 11 The Repair module tracks defective products returned to a service center for repair. The repair process starts with a defective product in need of repair. If an external repair is chosen. and stores the repair history. where it will be repaired or shipped to a third-party repair provider. The defective tag enables the organization to track all defective parts throughout the repair process. The defective tag number is specific to the Repair module. Service businesses can choose between internal repair and repair by an external vendor. which can be used to track the item to and from the external vendor. or be transferred internally if defective parts have been grouped into a field office and then sent to your repair facility. The product could also be received directly from the field service engineer as an over-the-counter transaction. 11-2 Siebel Field Service Guide Version 6. and authorizes the customer to ship the product to the service center. whether they are serialized or not. can be repaired and returned to the customer. a defective material tag is generally attached to track the product through the repair process.

Version 6. which also generates the inventory transactions that record the product’s travels. then ships the hard drive back to the customer. The Repair History view enables you to detect failure trends for a product based on defective tag repair data. and attaches a defective tag to each product. The repair center receives the repaired hard drive back from the external supplier. The repair center agent records an over-the-counter transfer from the field engineer. Alternatively. An external repair provider will repair the defective hard drive. A repair center agent prepares a Repair Order (RO) and ships the hard drive to an external repair supplier. the external repair supplier ships the repaired hard drive directly to the field engineer or the client. “Field Service Activities. The defective tag number tracks the item through several repair inventory locations until the repair center ships the repaired monitor back to the customer.1 Siebel Field Service Guide 11-3 .” for more information on creating activities). The decision to scrap (a value in the Disposition field) may be justified if the repair cost is too high. and if a more reliable substitute product can be found.Repairs Business Scenario When an external repair vendor performs the repair. Business Scenario 11 A repair center receives a defective hard drive and a defective monitor from a field engineer who removed both items from a customer site. The repaired product has its status changed from Defective to Good in the Repair module. A repair center manager creates an activity plan for this repair (see Chapter 3. The repair center will repair the defective monitor. The Repair module also enables you to create activity plans for any process needed to repair the product. the item’s repair is tracked to completion using the ship and receive dates to and from the external vendor. The defective tag can later be used to bring up the repair history of the monitor.

locations. Components that define a customer install base may also be defined as assets. comments. and repair processes. its repair status. see “Screens and Views for Repairs” on page 11-14. These orders facilitate shipping items to an external vendor and receiving the repaired items from the vendor. and so on).Repairs Concepts and Terms Concepts and Terms Asset 11 Any equipment item or component that has a unique identity. 11 11-4 Siebel Field Service Guide Version 6. For guidelines and technical details of configuration. Items with serial numbers are automatically assets. Also called a Defective Material Tag (DMT). third-party repair provider (if any).1 . see “Setup and Configuration” on page 11-24. usually a numbered card or bar-coded label physically attached to the item. Defective tag Repair history Repair order Repair record Application Overview This section includes detailed procedures for using the screens and features for processing repairs. Used to track all repair transactions. A repair record describes the item requiring repair. Repair records apply to both internal and external repairs. sub-assembly. A unique Id for the product or asset being repaired. A repair order describes repairs to be performed externally by a third-party repair provider. A repair history tracks the past repair to an asset. Parts that are assets can be components of an asset hierarchy (assembly. and so on. For details on individual screens.

11 Receive and Tag Receive RMA Stock transfer Create a Defective Tag Over-the counter External Repair Internal Repair Internal or external repair? Generate repair order Generate repair activity Ship to external provider Receive from external provider Verify service agreement Yes Return or keep in inventory? Return to Customer Allocate and generate pick tickets No Return to Good or Defective Inventory Inventory transaction Ship to customer Figure 11-1.1 Siebel Field Service Guide 11-5 .Repairs Application Overview Workflow for Repairs The workflow for repairs is illustrated in Figure 11-1. Repair Workflow Version 6.

1 .Repairs Application Overview Receiving Items for Repair There are three routes for placing defective parts in the repair process: s 11 Repair items from customers generally arrive by a freight carrier and have an attached RMA. the repair center uses one of these blank records and its defective tag. either a card or a marker (often a bar-coded label). These records show repair activities. The defective tag. add the asset number to the repair record. for example. A defective tag number is assigned to the repair record. s s Repair Records and Defective Tags 11 Create defective tags by creating repair records. and availability. 11-6 Siebel Field Service Guide Version 6. status. This automatically provides the product name and inventory location. The field service engineer or an internal department (which. location. A repair center agent physically attaches a defective tag to the product. An agent then completes the record for this part. Some businesses prefer to speed up the receiving process by creating batches of defective tags in advance. If no RMA is attached. they create multiple blank repair records. When a defective part arrives. If the product is serialized. To do this. it is necessary to create one. The repair center may receive transfers from other internal locations. may have accidentally damaged a component) can deliver a defective part over the counter to a repair center agent. lets the service business track defective parts through the repair process. whether or not they have serial numbers. and other information as the defective item moves through the repair process. uniquely identifying the product to repair. attachments.

or Availability field in the Inventory group on any of the Repairs views. an asset can be identified as a financial liability. For more information. Status. The Asset Repair History detects failure trends. and activity templates function much as they do for field engineer activities. These updates automatically generate inventory transactions. “Orders. record its movements by updating the Location. activity plans.1 Siebel Field Service Guide 11-7 . A repair history can associate several defective tags (DMTs) with an asset. Version 6. As an item moves among inventory locations. Repair Orders 11 If a third-party repair provider is going to perform the repairs.” for more about activities.” Asset Repair Histories 11 A repair history holds data for a defective product that is also an asset. See Chapter 3.Repairs Application Overview Repair Activities If your business is going to repair an item. “Field Service Activities. use one of these views in Siebel Field Service: s 11 Repair Activity Plan view to execute activity plans that automatically generate activity records Repair Activities view to manually create or update activity records. These orders record the transactions involved in shipping items to an external repair vendor and receiving the repaired items back from this vendor. Based on the occurrence of defective tags. s Repair activities. create a repair order. see Chapter 8.

2 Query the record for the repair item (using the defective tag) or create a new record. 5 Create a new record. 11 4 Select a record in the Line Items applet. To receive defective parts over the counter 1 Choose Repair © All Repairs. You see Receiving © Receive RMA. 11-8 Siebel Field Service Guide Version 6. 6 Create a new record in the Serial Numbers applet for each received line item. choose Over-the-Counter from the picklist. 6 In the Type field.1 . 2 Select the order in the Pending POs/ROs/RMAs applet. 7 Click Generate Transactions. enter the defective tag.Repairs Application Overview Processing Defective Items for Repair To receive defective parts with an RMA 1 Choose Receiving © All Pending Orders (see “All Pending Orders View” on page 10-22). 4 Choose Inventory Transactions © All Inventory Transactions. 5 Create a new record in the Received Line Item applet and enter receipt details. 7 In the Repair ID field. 3 Copy the defective tag. 3 Click the Type field.

You see Receiving © Receive Internal Order (see “Receive Internal Orders View” on page 10-28). 2 Select the order in the Pending Internal Orders applet. To create repair records 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 3 Click the Order Type Field. respectively. 7 Click Generate Transactions. 4 In the Activity Plans list applet. add a record. select the asset number. 4 Associate the repair record with its service request or RMA by selecting from the SR Number and RMA fields. 6 Create a new record in the Serial Numbers applet for each received line item. select a Repair record. 3 When attaching the repair record to a serialized item. Field Service fills in a new defective tag number. All other fields are optional. 4 Select a record in the Line Items applet.Repairs Application Overview To receive defective parts by stock transfer 1 Choose Receiving © All Pending Orders (see “All Pending Orders View” on page 10-22). 2 In the Repairs list applet. To generate an activity plan and activities for a repair 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 2 In a Repairs applet. 5 Create a new record in the Received Line Item applet and enter receipt details. 3 Choose the Activity Plan view (see “Activities Plan View” on page 11-18). Version 6. a status of New. add a new record.1 Siebel Field Service Guide 11-9 . and the date received (current date and time). This automatically fills in the Asset and Product fields.

To link an RMA repair return to a defective tag 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15).Repairs Application Overview 5 Choose a template. This populates the Activities Plans and Activities list applets. query the Defective Tag or Asset number to locate the repair. 11-10 Siebel Field Service Guide Version 6. To track the movement of a defective part s s Choose Repairs © Repairs (see “Repairs Views” on page 11-15). and Availability fields to show the current location and bucket category of a part. select the line item. 2 In the Repairs list applet. Status. choose a repair order item in the RO Item field. 2 In the Repairs list applet. click the down arrow on the RMA field and select an RMA from the dialog box. Update the Location. use the Assigned to column to assign each activity. 3 In the Pick Repair Item list.1 . 4 In the Activities applet. create or update activity records. 6 In the Activities form applet. To view and update repair activities 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 2 In the Repair list applet. To link a repair order to a repair record and defective tag 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 3 Choose the Activities view (see “Activities View” on page 11-20).

1 Siebel Field Service Guide 11-11 . 3 In the SR column. 2 Select a repair record. Version 6. 3 Click the Order Number to go to RMAs/Service Order © Line Item (see “Line Items View” on page 8-27). add an activity plan record. 2 Add a new record. b Choose a template from the picklist. Status. 3 To use an existing activity plan template. and Activity Type fields from the picklists. b Fill in the Priority. a In the Activity Plans applet. add an activity record.Repairs Application Overview To assign repair activities to a defective tag 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 5 Choose Orders © RMAs/Service Order © Terms (see “Terms View” on page 8-36). To create a repair order and generate a pick ticket 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 4 In the Line Items list applet. specifying Repair Order as the Type. To associate repair activities with a service request 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). go to the Activity Plan view (see “Activities Plan View” on page 11-18). go to the Activities view (see “Activities View” on page 11-20). 4 To add new activities to an activities plan. a In the Activities applet. add the items to be repaired. c Check Internal if the repair activity is in-house. select a service request from the dialog box. 2 Select a repair record.

Repairs Application Overview 6 Specify the source inventory in the From field.1 . specifying Allocate as the Action Type. Availability. 9 In the Line Item Actions list applet. To return a repaired or exchanged part to a customer 1 Choose Orders © All RMAs/Service Orders (see “All RMAs/Service Orders View” on page 8-24). 2 Query the record for the repair item (using the defective tag) or create a new record. To ship a defective part to an external repair provider 1 Choose Repair © All Repairs. 6 In the Type field. change theses fields: Location. 7 Specify the external provider in the To Inventory field (the destination). 2 In a Repairs view. 7 In the Repair ID field. 8 Choose Shipping © All Pick Tickets (see “All Pick Tickets View” on page 10-12). 3 Copy the defective tag. To receive a repaired item from a third-party vendor 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15). 2 Add a new record. add a new record. 5 Create a new record. 8 Choose Orders © RMAs/Service Order © Line Item Actions (see “Line Item Actions View” on page 8-31). specifying the type as RMA Advance Exchange or RMA Return. 11-12 Siebel Field Service Guide Version 6. enter the defective tag. and Status. choose Ship to TP from the picklist. 10 Click Generate Pick Tickets to create the pick ticket for the shipment. 4 Choose Inventory Transactions © All Inventory Transactions.

5 In the Repair History applet. 6 Click Generate Pick Ticket. 4 Add a record for each product required for this return order. You see Activities © Attachments.Repairs Application Overview 3 Choose Orders © RMAs/Service Order © Line Items (see “Line Items View” on page 8-27). 4 Choose Assets © Repair History. You see Assets © All Assets. 4 Create an activity record. 2 In a Repairs view. 3 Choose Repairs © Activities (see “Activities View” on page 11-20). 6 Choose Activities © Time Tracker (see “Time Tracker View” on page 3-31) and enter new records for labor. 5 Supply the product name and other information as needed. 3 In the Repairs list applet. To record time and expenses for repair activities 1 Choose Repairs © Repairs (see “Repairs Views” on page 11-15).1 Siebel Field Service Guide 11-13 . To track an item’s repair history 1 Choose Repairs © All Repairs. 7 Choose Activities © Expense Tracker (see “Expense Tracker View” on page 3-20) and enter new records for expenses. Version 6. 5 Click the Activity Type field. create a repair record. review the defective tags for this item. click the Asset column. 2 Select the defective tag record.

Activities Associate individual activities with a defective tag record. Assign a defective tag.) Record the information that is necessary to identify a repair. See: “To generate an activity plan and activities for a repair” on page 11-9 “To assign repair activities to a defective tag” on page 11-11. 11-14 Siebel Field Service Guide Version 6.1 . See: “To view and update repair activities” on page 11-10 “To assign repair activities to a defective tag” on page 11-11. Table 11-1. Views Repairs Activity Plan Associate an activities plan and its activities with a defective tag record. Assets Repair History View all of the defective tags recorded for an asset. Screen Repairs 11 Screens and Views for Repairs Role/Procedures (Click to see full procedure.Repairs Screens and Views for Repairs Screens and Views for Repairs Click the name of a screen or view in Table 11-1 to see more information. See: “To create repair records” on page 11-9 “To generate an activity plan and activities for a repair” on page 11-9 “To view and update repair activities” on page 11-10 “To track the movement of a defective part” on page 11-10 “To link a repair order to a repair record and defective tag” on page 11-10 “To link an RMA repair return to a defective tag” on page 11-10 “To assign repair activities to a defective tag” on page 11-11 “To associate repair activities with a service request” on page 11-11 “To receive a repaired item from a third-party vendor” on page 11-12 “To record time and expenses for repair activities” on page 11-13.

Figure 11-2. A Check Warranty button provides information about asset warranties. records the information that is necessary to identify a repair. such as location.Repairs Repairs Screen Repairs Screen Repairs Views 11 11 The All Repairs view. asset number.1 Siebel Field Service Guide 11-15 . assigned technician. Table 11-2 on page 11-16 describes the fields in this view. repair station. Figure 11-2. and relevant dates. All Repairs View Version 6. status.

Clicking this button locates any warranty that is valid on a selected date (Warranty As of field). The repair order item associated with the repair. Repair unresolved. Product description selected from a dialog box. Assigned. A number assigned to each repair record. Re-Open. A newly received. Repair on hold. Repair completed or RMA resolved. chosen from a dialog box. A type-in field. defective item. Repair activities again active. Asset Product Return to SR Number RMA Assigned to Repair Center Repair Station Vendor Site RO Item An asset chosen from a dialog box. Component. chosen from a dialog box of accounts. Field/Button Fields in the Repairs Applets Description (Sheet 1 of 2) Check Warranty This button provides warranty information about the asset associated with a defective tag. In Progress. The location of the repair provider (vendor). Third-party repair provider. Automatically supplied for an asset. chosen from a dialog box. Repair in progress. chosen from a dialog box.Repairs Repairs Screen Table 11-2. The RMA number for this item. The destination for the repaired item. The serial number of an asset. Closed. chosen from a dialog box.1 . Assigned to a Repair Center. The name of the employee assigned to this repair. Open. A picklist with these values: s s s s s s s Defective Tag Status New. chosen from a dialog box. The Repair Center that received this item. 11-16 Siebel Field Service Guide Version 6. and Manufacturer). chosen from a dialog box. The station at the repair center that has the item. and checks the appropriate warranty boxes (Product. Hold.

Status of repair by a third-party provider. The revision or version of the repaired item. A check box indicating that a product warranty is in effect on the specified date. chosen from a picklist. Accepts approximately 20 lines. In Transit. The revision or version of the item sent for repair. The date that Check Warranty uses to validate warranties. Already allocated to another customer. Automatically supplied for an asset. A check box indicating that a manufacturer warranty is in effect on the specified date. Final diagnosis or disposition of item sent for repair. chosen from a picklist. Location of an item. Shipped to Repair Center or customer. Condition of the item: Good or Defective. On Hand.1 Siebel Field Service Guide 11-17 . A check box indicating that a component warranty is in effect on the specified date. Date and time RMA was closed. (Sheet 2 of 2) Date received back from the vendor. chosen from a picklist. Version 6.Repairs Repairs Screen Table 11-2. Field/Button Shipped Received Status Location Status Availability Fields in the Repairs Applets Description Date sent to the vendor. chosen from a dialog box. From a picklist with these values: s s s s s Customer Owned. Received Promised Closed Disposition Start Revision End Revision Comments Warranty As of Product Component Manufacturer Date and time item was received for repair. A type-in field for comments. Reserved. Immediately available. On Order. Date and time repaired item was promised.

Figure 11-3.1 . associates an activities plan and its activities with a defective tag record. Table 11-3 and Table 11-4 on page 11-19 describe the fields in this view. The Activities applet is read-only.Repairs Repairs Screen Activities Plan View 11 The Activities Plan view. Activity Plan View 11-18 Siebel Field Service Guide Version 6. Figure 11-3.

This check box prevents inclusion of this activity on the service calendar. chosen from a picklist. A set of activities for recurring tasks.1 Siebel Field Service Guide 11-19 . Research. A picklist of the priority of this activity: s s s s ASAP High Medium Low Status A picklist for the status of a repair: s s s s s s s Not Started In Progress On Hold Done Canceled Acknowledged Declined Activity Type The type of activity. Version 6. Suppress Calendar Description Table 11-4. Field Start Date Start Time Template Fields in the Activity Plan Applet Description The date for starting the activity plan. A type-in field for the description of the activity template. showing new records or changes to existing records. Diagnosis. A picklist of activity types. or Upgrade. The time for starting the activity plan.Repairs Repairs Screen Table 11-3. Field/Button Refresh Activity Type Priority Selected Fields in the Activities Applet Description (Sheet 1 of 2) This button refreshes all records in the Activities view. for example. chosen from a picklist.

automatically completed. A picklist of the priority of this activity: s s s s ASAP High Medium Low 11-20 Siebel Field Service Guide Version 6. Activities View 11 The Activities view associates individual activities with a defective tag record. A check box indicating that this activity is internal to the service business. showing new records or changes to existing records. The time for starting the activity. Customers cannot see this activity record. Table 11-5. Required.Repairs Repairs Screen Table 11-4. This view contains the Repairs form applet (see “Repairs Views” on page 11-15) and the Activities list applet (see “Activities Plan View” on page 11-18). Field/Button Refresh Created Internal Activity Type Priority Selected Fields in the Activities Applet Description (Sheet 1 of 2) This button refreshes all records in the Activities view. A picklist of activity types. The date for starting the activity. The date this record was created.1 . Description an of an activity. Field/Button Assigned To Description Start Date Start Time Selected Fields in the Activities Applet Description (Sheet 2 of 2) The login name of the field service engineer or other person responsible for this activity. Table 11-5 describes the fields in this view.

A descriptive code for the resolution of this activity. The date and time the activity is completed. A check box turning on a reminder for this activity on the Calendar screen. Field/Button Status Selected Fields in the Activities Applet Description A picklist for the status of a repair: s s s s s s s (Sheet 2 of 2) Not Started In Progress On Hold Done Canceled Acknowledged Declined Activity Type Assigned To Description Due Alarm Duration Call Duration Planned Start Planned Completion Completed Last Name Created by Resolution Code Billable Flag The type of activity.Repairs Repairs Screen Table 11-5. Description an of an activity. The date on which the activity is scheduled for completion. A check box indicating that this activity is billable to the customer. Diagnosis. Research. The login name of the field service engineer or other person responsible for this activity. The person creating this activity. chosen from a picklist. The total time spent on a service call. A type-in field for the estimated length of the activity.1 Siebel Field Service Guide 11-21 . or Upgrade. Version 6. Required. Planned time to end an activity. chosen from a dialog box. The name of the customer contact for this activity. for example. chosen from a dialog box. chosen from a picklist. Planned time to begin an activity.

Figure 11-4. which lists all of the defective tags recorded for an asset. Repair History View 11-22 Siebel Field Service Guide Version 6.Repairs Assets Screen Assets Screen Repair History View 11 11 The Repair History view. Figure 11-4. Table 11-6 on page 11-23 describes the fields in this view. contains the Asset applet and the Repair History applet.1 .

1 Siebel Field Service Guide 11-23 . One page for each repair and its associated activities. Table 11-7. The RMA number for this repair. The name of the employee assigned to this repair. The third-party repair vendor for this repair. Defective Tag Received Disposition Assigned to RMA SR Repair Order Item Repair Vendor Repair Reports The Repairs screen provides two reports. Version 6. listed in Table 11-7. Field Fields in the Repair History List Applet Description A number assigned to each repair record.Repairs Repair Reports Table 11-6. The Repair Order number for this repair. Date received for repair. Report Repair Summary Repair Detail 11 Repair Reports Description A summary of each repair. The Service Request number for this repair. Final diagnosis or disposition of an item sent for repair.

3 For the Type field. choose from the picklist. 2 Select a repair. 11 To create activity templates for repairs 1 Choose Siebel Assistant Administration © Activity Templates. 2 Select a template.1 . 4 In the Service Activities applet. 4 In the Name field. To define activity plans for service requests 1 Choose Repairs © All Repairs (see “Repairs Views” on page 11-15). create a new record for each activity in the template. 2 Create a new record. type in a name for the template. 3 Click the Name field. 5 In the Description field. You see Siebel Assistant Administration © Activity Template Details. choose from the picklist. type in a description. 11 Setting Up Repair Activities Follow these procedures to set up repair activities. 3 Choose Repairs © Activity Plans. 11-24 Siebel Field Service Guide Version 6.Repairs Setup and Configuration Setup and Configuration The following sections describe the configuration and transactions for repairs. 5 For the Activity Type field. To associate activities with a template 1 Choose Siebel Assistant Administration © Activity Templates.

and Status (usually Good) in the repair record. and Status in the repair record. Availability. This pre-defaults the inventory location at the time an asset is chosen for repair. Serialized Products and Inventory Location 11 If a product is serialized. The company must receive the asset through an RMA or field part movement.1 Siebel Field Service Guide 11-25 . NOTE: To generate a defective tag for a serialized product. set the Inventory Location. s An inventory transaction changes the bucket quantity.Repairs Setup and Configuration 4 In the Activity Plans applet. create a new record. Version 6. the asset must be located in one of the service company’s inventory locations. set the Inventory Location. Availability. 5 Choose a template from the picklist for the Template field. For repair orders. Inventory Transactions for the Repair Process Returning to Good Inventory To return a product to good inventory: s 11 For internal repairs. choose an asset number in the Repairs form applet. NOTE: An activity plan includes an activity template plus a start date.

Shipping. When this is shipped. indicating the last location for the repaired item in inventory. Inventory Transactions for Transfers. but the information on the Repairs screen still points to the same bucket. see: s s s “Inventory Transactions for Repairs in an Internal Repair Center” on page 10-35 “Inventory Transactions for Repairs Sent to a Third-Party Vendor” on page 10-36 “Inventory Transactions for Repairs Received from a Third-Party Vendor” on page 10-37 11-26 Siebel Field Service Guide Version 6. the inventory transaction moves the product. Receiving. generated for repaired items. then the repair center returns the part using the regular shipping process (Allocate. Pick Ticket. it goes to a bucket. On hand/Good.Repairs Setup and Configuration Inventory Transactions for Shipping to a Customer If the defective part was received with an RMA Repair/Return. When the part is repaired. and Ship). either internally or by a third-party vendor. and Swapping For information about the following inventory transactions. for example.1 .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-18 Actions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-19 History View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-13 Triggers View . . . . . . . . . 12-22 History View . . . . 12-24 Agreements Screen . . . . . . . . . . . . . . . 12-14 Products View . . . . . . . . . . . 12-4 Generating Preventive Maintenance Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-6 Screens and Views for Preventive Maintenance . . . . . . . . 12-8 SR Template Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-22 Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-11 Preventive Maintenance Screen . . . . . . . . 12-7 Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . 12-8 Service Request Templates View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Concepts and Terms . 12-20 Assets Screen . . . . . . . . . . . . . . . . . . . .Preventive Maintenance 12 About This Chapter . . . . . . . 12-25 Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-12 Plans View . . . 12-4 Application Overview . . . 12-3 Business Scenarios . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 12-1 . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . .1 . . . . . . . . 12-25 Enabling Preventive Maintenance Plans . 12-28 Validating PM Plans for an Asset . . . . . . . . . . . . . . . . . . . . . . . 12-33 Tables Involved . . . . 12-33 Engine Parameters for the Preventive Maintenance Engine . . . . . . . . . . . . . . . . . 12-28 Trigger Logic . . . . . . . . . . . . . . . . . . . .12-36 12-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . . . . . . . . . .Preventive Maintenance Setup and Configuration . . . 12-29 Invoking the Preventive Maintenance Engine . . 12-32 System Preferences for the Preventive Maintenance Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-25 Setting Up the Preventive Maintenance Engine . . . .

Here are the requirements: s s The software must link the customer with the specific PM services for each asset in the customer’s installed base. The company wants to select either one agreement or all agreements and to automatically generate all the service requests needed to meet the PM contract obligations for the specified periods.Preventive Maintenance About This Chapter About This Chapter 12 This chapter describes the Preventive Maintenance engine in Field Service and the automatic generation of service orders for maintenance. based on the customer’s assets and the usage of each asset.1 Siebel Field Service Guide 12-3 . s s s s Version 6. or manually for emergency situations. The software must generate PM activities for certain assets semiautomatically. so the third-party service providers have adequate notice. The PM service requests must be initiated in advance. with the push of one button. A service company sells multiple preventive maintenance services to customers. This process must run automatically in the background. The service company installed a measuring device on each asset to send nightly updates specifying the asset serial number. Every night the PM engine creates PM service requests for any asset that exceeds the usage threshold. The provider needs to create a product that includes multiple PM plans for various types of assets. Once the product is sold. Business Scenarios s 12 A service company wants to generate automatically preventive maintenance activities for one of its top customers. and the count. the company needs a software application that tracks the contracts by customer. the counter Id.

measurement thresholds. the Field Service Preventive Maintenance creates service requests and detailed field service activities. PM triggers PM actions Application Overview 12 This section includes detailed procedures for using the screens and features for preventive maintenance. 12-4 Siebel Field Service Guide Version 6. When a PM action is required. The specific events for a selected PM plan that initiates PM actions if certain conditions are met. A plan includes the products covered and the triggers considered. A set of field service actions necessary to carry out a preventive maintenance service call. asset usage. For details on individual screens. thresholds. see “Screens and Views for Preventive Maintenance” on page 12-7. triggered by elapsed time.Preventive Maintenance Concepts and Terms Concepts and Terms Preventive maintenance (PM) PM plan 12 Service performed proactively. For guidelines and technical details of configuration. use. or events (see Figure 12-1 on page 12-5). based on a defined set of conditions. A definition of recurring activities that are always triggered (scheduled) and performed as a unit. Triggers are based on time.1 . or events. it also displays the history of actions taken. see “Setup and Configuration” on page 12-25. Field Service can automatically generate preventive maintenance (PM) actions.

number of copies for photocopiers). No Create service requests and/or activities. Select the PM Plan for the asset or the entitlement's assets. Threshold-based triggers initiate a service action when a measurement falls above or below a set level (similar to an alarm or engine warning light). determine if conditions require an action. Yes No End Figure 12-1. Usagebased triggers are for equipment that can keep track of usage with a counter (for example.1 Siebel Field Service Guide 12-5 . Run PM engine for an asset or an agreement. as defined by the PM actions.Preventive Maintenance Application Overview Time-based triggers call for maintenance actions at regular time intervals. Event-based triggers use pre-defined events to determine if a PM action is required. Yes For each trigger. Logic of the Preventive Maintenance Engine Version 6. Run PM engine for an asset or an agreement.

3 Click the Auto PM button to run the Preventive Maintenance engine for the selected assets. To review generated PM actions 1 Choose Preventive © Maintenance Plans. 12-6 Siebel Field Service Guide Version 6. 3 Choose Preventive Maintenance © History. 4 Click Auto PM All to run the PM engine for all assets that appear in the Assets list applet. 2 In the Agreements list applet. To generate service requests for agreements based on a PM plan 1 Choose Agreements © Preventive Maintenance. 2 Select a plan.1 . 12 To generate service requests for assets based on a PM plan 1 Choose Assets © History (see “History View” on page 12-22). 4 Review the PM actions for this plan. 4 Click Auto PM All to run the PM engine for all assets that appear in the Assets list applet. 2 In the Assets list applet.Preventive Maintenance Application Overview Generating Preventive Maintenance Actions Use the following procedures to generate preventive maintenance actions. 3 Click the Auto PM button to run the Preventive Maintenance engine for the selected assets. NOTE: Use a query to limit the assets appearing in the Assets list applet. select an agreement. select an asset. NOTE: Use a query to limit the agreements appearing in the Agreements list applet.

See: “To generate service requests for assets based on a PM plan” on page 12-6.) Create templates for preventive maintenance service requests.1 Siebel Field Service Guide 12-7 . View preventive maintenance actions for selected assets. Screen Service Administration 12 Screens and Views for Preventive Maintenance Views Service Request Templates © SR Templates Service Request Templates © SR Template Activities Role/Procedures (Click to see full procedure. See: “To define PM Plans” on page 12-26 Set the time or event that activates a PM plan. Run the Preventive Maintenance engine interactively for selected agreements. Run the Preventive Maintenance engine interactively for selected assets. Associate service request templates and service activities with specific PM plans. Associate specific products with a PM plan and associate specific valid assets with the products. Associate activity templates with preventive maintenance service request templates. Table 12-1. Associate preventive maintenance plans with assets. Preventive Maintenance Plans Triggers Actions Products History Assets History Plans Agreements Preventive Maintenance Version 6. Associate assets with preventive maintenance plans.Preventive Maintenance Screens and Views for Preventive Maintenance Screens and Views for Preventive Maintenance Click the name of a screen or view in Table 12-1 to see more information.

These templates become part of PM plans (see “Preventive Maintenance Screen” on page 12-12). Table 12-2 on page 12-10 describes the fields in this view. shown in Figure 12-2 on page 12-9 and Figure 12-3 on page 12-11. Figure 12-2) view creates templates for preventive maintenance service requests.Preventive Maintenance Service Administration Screen Service Administration Screen The following two views. 12 12-8 Siebel Field Service Guide Version 6. configure activity templates for preventive maintenance.1 . 12 Service Request Templates View The Service Request Templates (Service Requests Templates © SR Templates.

1 Siebel Field Service Guide 12-9 .Preventive Maintenance Service Administration Screen NOTE: These service request templates apply only to preventive maintenance activities. Service Request Templates View Version 6. Figure 12-2.

Installation or Upgrade. or Low. Additional categories for a service request. The degree of impact on the customer. A description of the symptoms leading to this service request. More information on the status of a service request. for example. Closed.Preventive Maintenance Service Administration Screen Table 12-2. They do not affect the service requests created from the template. chosen from a picklist. Very High. A scale for prioritizing the importance of a service request. chosen from a picklist. for example. for example. The status of the service request. chosen from a picklist. High. Field Name Severity Priority Status Sub-Status Area Sub-Area Selected Fields in the SR Templates Applets Description A type-in field for the name of the service request template. chosen from a dialog box. for example. Medium. Open. A description of the resolution of this service request. chosen from a picklist. Critical. chosen from a dialog box. or Low. for example. Medium. Assigned or In Process. The type of service request. Symptom Code Resolution Code NOTE: The Created and Created By fields in this applet (not shown in Table 12-2) are for reference only.1 . or Canceled. chosen from a picklist. High. chosen from a picklist. 12-10 Siebel Field Service Guide Version 6.

1 Siebel Field Service Guide 12-11 . Figure 12-3) associates activity templates with preventive maintenance service request templates.Preventive Maintenance Service Administration Screen SR Template Activities View 12 The SR Template Activities view (Service Administration © Service Requests Templates © SR Template Activities. SR Template Activities View Version 6. Table 12-3 on page 12-12 describes the fields in this view. Figure 12-3.

1 . filled in automatically with the name. Preventive Maintenance Screen The Preventive Maintenance screen configures preventive maintenance plans for specific assets. Field Name Type Description Fields in the Activities Templates List Applet Description The name of the activity templates. chosen from a dialog box. For details and procedures. see the Siebel Applications Administration Guide. Activity templates are set up in Siebel Assistant Administration © Activity Templates. 12 12-12 Siebel Field Service Guide Version 6.Preventive Maintenance Preventive Maintenance Screen Table 12-3. Service Request. Filled in automatically with the name.

PM plans may be simple or complex and include one or many assets.1 Siebel Field Service Guide 12-13 .Preventive Maintenance Preventive Maintenance Screen Plans View 12 The Plans view. This view provides two applets for defining preventive maintenance plans for specific products. Figure 12-4. Table 12-4 on page 12-14 describes the fields in this view. Plans View for Preventive Maintenance Version 6. Figure 12-4. associates preventive maintenance plans with assets.

A check box indicating that the Preventive Maintenance engine can use this PM plan. in last _ days The date that this PM plan was last considered.1 . The required minimum number of service requests within a defined time period. Triggers View The Triggers view. Triggers Applets in the Triggers View 12-14 Siebel Field Service Guide Version 6. Note that this check box is useful for keeping the Preventive Maintenance engine from considering plans that are still under development (when the Active box is not checked). Figure 12-5. Min SRs Enable Lookback. provides four applets for setting the time or event that activates each PM plan. chosen from a dialog box. The time period in which a minimum number of service requests is required. 12 Figure 12-5. Table 12-5 on page 12-15 through Table 12-8 on page 12-17 describe the fields in this view. Last Run Min Enable SRs.Preventive Maintenance Preventive Maintenance Screen Table 12-4. Field Name Active Selected Fields in the Plans Applets Description The name of a PM plan. Filled in automatically.

the asset is considered to be 0 days old. For example. 1 hour is 0. depending on the age of the asset. Each time interval record has a start and stop age (in days). Required. so that the frequency of PM service requests can change. in days or fractions of days. at which this trigger becomes effective. NOTE: The age of the asset is determined by the Install Date (see “All Assets View” on page 5-16). Table 12-5. every 3 months (90 days). The age of an asset. Version 6.Preventive Maintenance Preventive Maintenance Screen Time Interval Triggers Applet A time interval trigger activates a PM plan after a fixed time interval. in the first year. For example. Leaving this value blank sets the end to infinity. Field Interval Valid Start Valid End Fields in the Time Interval Triggers List Applet Description A required. type-in field for the length of the interval between triggers.1 Siebel Field Service Guide 12-15 . in days. After the first year. for example. PM service can take place every 6 months (180 days). Optional. service calls can occur more often. If the Install Date is missing. The age of an asset at which this trigger is no longer effective.04167 days.

000 counts. a threshold of 0. Interval uses the units set in Measurement Type. Table 12-7. The value is in the same units as the interval.5 would trigger a PM plan when an on/off alarm changes state. the service request may be generated every 3. chosen from a picklist.000 counts after 15. the trigger does not fire.000 counts for the first 15. Field Measurement Type Field in the Threshold Triggers List Applet Description A type of measurement. for example. The value is in the same units as the interval. Note that for a time interval trigger. if the interval falls beyond the Valid End. Threshold triggers can fire in response to a change in a binary value. The change in a reading that triggers a PM plan. 12-16 Siebel Field Service Guide Version 6. chosen from a picklist. Field Measurement Type Interval Valid Start Fields in the Usage Triggers Applet Description A type of reading.Preventive Maintenance Preventive Maintenance Screen Usage Triggers Applet Usage triggers activate a PM plan when the reading from an asset changes by a specified amount. then every 10. Valid End This value defines the time when the trigger is no longer valid. Each usage trigger record has start and stop values. Table 12-6. NOTE: For Time Interval and Usage triggers (which use Valid Start and Valid End settings). For example. Valid Start and Valid End relate to the age of the asset in days. For a usage trigger.1 . they refer to the reading as defined by the Measurement Type. Leaving this value blank sets the end to infinity. Threshold Triggers Applet The threshold trigger activates a PM Plan when a reading from an asset exceeds a set value.000. This value defines the time when the trigger becomes valid. so that the activation of a PM plan can change with the age of the asset.

A type-in field for the threshold number of service requests.. For example. when a certain number of routine PM plans have taken place. A type-in field for the time interval in days during which the threshold number of service requests must occur. and temperature read from gauges. See “Measurements and Readings Views” on page 5-30. and for a pump it might be oil level. Occurred in .. pressure. oil. a relevant measurement for a copy machine would be the number of copies. read from an odometer. The Readings view on the Assets screen allows a technician to record the readings for specific measurements and specific assets. read from a counter. This trigger is useful for activating a higher level PM plan. for a car it would be the distance traveled. Table 12-8.1 Siebel Field Service Guide 12-17 . These readings may act as triggers for usage and threshold triggers.Preventive Maintenance Preventive Maintenance Screen Measurements and Readings The Measurements view on the Assets screen associates measurements with specific assets.. Field in the Event Trigger Applet Description Click this button to allow the fields in this applet to accept input. For example. Field/Button Enable Create PM . Version 6.. Event Trigger Applet An event trigger activates a PM Plan when the number of service requests for an asset exceeds a threshold number in a specified time period. this trigger could activate a complete overhaul.

Figure 12-6. Field Product Part Number All Assets U/M Selected Fields in the Products List Applet Description The name of a product in the selected product line. filled in automatically with the name of the product. 12-18 Siebel Field Service Guide Version 6. The Assets applet associates specific valid assets with the products. The unit of measure for the product.1 . A check box indicating that all assets of this product are covered by this PM plan. filled in automatically with the name of the product. Table 12-9 and Table 12-10 on page 12-19 describe the fields in this view. Figure 12-6.Preventive Maintenance Preventive Maintenance Screen Products View 12 In the Products view. Products and Assets List Applets In the Products View Table 12-9. The part number of the product. the Products applet associates specific products with a PM plan. whether or not they appear in the asset list. chosen from a dialog box.

see “Service Administration Screen” on page 12-8. NOTE: To cover only the specified asset. The version of the asset. Actions View The Actions view. Figure 12-7. Table 12-11 describes the fields in this view. associates service request templates and service activities with specific PM plans. 12 Figure 12-7. The templates are not created in this view.Preventive Maintenance Preventive Maintenance Screen Table 12-10. SR Templates and Activity Templates Applets in the Actions View Version 6. filled in automatically. filled in automatically. To create these templates. The serial number of the asset. Field Asset Number Serial Number Installed Version Selected Fields in the Assets List Applet Description An asset number for each instance of the selected product. The date the asset was installed. chosen from a dialog box. make sure that All Assets is not checked in the Products applet.1 Siebel Field Service Guide 12-19 . filled in automatically.

1 . Type History View The PM Actions applet. in the History view displays preventive maintenance actions for selected assets. filled in automatically. Click this field to go to Service Administration © Service Request Templates © SR Templates. 12 Figure 12-8. chosen from a dialog box. Table 12-13 describes the fields in this view. Figure 12-8.Preventive Maintenance Preventive Maintenance Screen Table 12-11. Click this field to go to Siebel Assistant Administration © Activity Templates © Service Activity Details. Table 12-12. Field Name Selected Fields in the Activity Templates List Applet Description The name of an activity template. The type of activity template. chosen from a dialog box. Field Name Selected Field in the SR Templates List Applet Description The name of a service request template. PM Actions Applet in the History View 12-20 Siebel Field Service Guide Version 6.

The name of the asset that received preventive maintenance. Version 6. The type of trigger that activated the PM action.Preventive Maintenance Preventive Maintenance Screen Table 12-13. The date the activity was completed. The number of the asset that received preventive maintenance. The date the PM action was triggered.1 Siebel Field Service Guide 12-21 . Field Scheduled Completed Trigger Type Asset Num Asset Name Created Fields in the PM Actions Applet Description The date that the activity is to be carried out.

the Preventive Maintenance engine considers all preventive maintenance plans associated with each asset. Table 12-14 and Table 12-15 on page 12-23 describe the fields in this view. The last date that the Preventive Maintenance engine considers for generating PM actions. Table 12-14. 12-22 Siebel Field Service Guide Version 6. This button runs the Preventive Maintenance engine for all assets in the list.Preventive Maintenance Assets Screen Assets Screen The Preventive Maintenance views on the Assets screen associate PM plans with specific assets and run these plans interactively.1 . The resulting PM actions are listed in the PM Actions applet. NOTE: Use a query to limit the assets appearing in the Assets list applet. 12 History View The Assets applet in the Repair History view allows users to run the Preventive Maintenance engine interactively for selected assets. When run this way. The date must be equal to or greater than the current date. Button Auto PM Auto PM All End Date 12 Buttons in the Assets List Applet Description This button runs the Preventive Maintenance engine for the selected assets.

Read-only. Read-only. A type-in field for the date that the activities in the PM service were completed. in the History view shows all PM actions in the history of a selected asset. Version 6. The PM actions are sorted by scheduled date. The type of trigger that activated the PM plan. with the most recent at the top of the list. Figure 12-9. Read-only.1 Siebel Field Service Guide 12-23 . PM Actions Applet in the History View Table 12-15. Field/Button Plan Item Name Scheduled Completed Trigger Type Created Selected Fields in the PM Actions Applet Description The name of the PM plan that generated this PM action. The date that the activities should be performed. Date the PM action was activated. Figure 12-9.Preventive Maintenance Assets Screen The PM Actions applet. Read-only.

adding the PM plan as a record in the PM Plans applet (Preventive Maintenance © Plans. If the asset is already associated through the All Assets flag in the Products applet. If the asset is not already associated with a PM plan (the All Assets check box is not checked for the product). see Table 12-9 on page 12-18) associates all assets of a product line with a PM plan. 12 NOTE: The All Assets check box in the Products applet (Preventive Maintenance © Products. see “Plans View” on page 12-13 (Preventive Maintenance screen).Preventive Maintenance Assets Screen Plans View The Plans view directly associates assets with preventive maintenance plans. users can cover the asset by adding the PM plan as a record on the PM Plans applet on the Assets screen (Assets © Preventive Maintenance © Plans). see “Plans View” on page 12-13) has no further effect other than displaying the relationship directly. For more information.1 . 12-24 Siebel Field Service Guide Version 6.

Setup and Configuration The following sections describe the setup and operation of the Preventive Maintenance engine.1 Siebel Field Service Guide 12-25 . To set parameters for the Cycle Counting engine 1 Choose Server Component Requests © My Component Requests.Preventive Maintenance Agreements Screen Agreements Screen 12 The Agreements screen has one view for preventive maintenance. 3 In the Component Request Parameters list applet. 12 Setting Up the Preventive Maintenance Engine Follow these procedures to set up the Preventive Maintenance engine. 2 Choose the Field Service tab. select FSPrevMnt for the Component/ Job. 4 Type the new value in the Value column. 3 For Mode of Operation. Version 6. 2 In the Component Request form applet. find the parameter (see Table 12 on page 12-33) in the Name column. 12 To set synchronous or asynchronous operation of the Preventive Maintenance engine 1 Choose Options on the View menu. check or uncheck Asynchronous processing of Preventive Maintenance. The Auto PM buttons initiate the Preventive Maintenance engine interactively (see Table 12-14 on page 12-22). which shows PM plans that are associated with specific agreements and their entitlements (see “Preventive Maintenance View” on page 4-29).

and Event). 2 Select a PM plan. 3 Choose Preventive Maintenance © Triggers. To associate PM plans with agreements 1 Choose Agreements © All Agreements. 2 In the PM Plans applet. 3 Type in a new value for System Preference Value. 3 Choose the name for a plan from the dialog box. 2 Locate the System Preference Name (see Table 12 on page 12-33). 4 Complete the other fields in the record. 2 Select an agreement. as needed. Threshold. To define PM Plans 1 Choose Preventive Maintenance © Plans (see “Plans View” on page 12-24). 4 Create new records in any of the trigger applets (Time Interval. 4 To register changes to system preferences. Usage. 3 Choose Agreements © Preventive Maintenance. and Event). 12-26 Siebel Field Service Guide Version 6. Threshold. Usage. restart the Field Service server. To define PM triggers for a selected PM plan 1 Choose Preventive Maintenance © Plans. 4 Create a record in the PM Plans applet for each associated plan. NOTE: PM Plans can have any number of triggers of any type (Time Interval. create a new record.1 .Preventive Maintenance Setup and Configuration To change system preferences for the Cycle Counting engine 1 Choose Application Administration © System Preferences.

2 Select a PM plan. Version 6. To associate service request templates with activity templates 1 Choose Preventive Maintenance © Plans. 3 Choose Assets © Preventive Maintenance © Plans. 2 Select a PM plan. 4 Create a new record in the Activity Templates applet for each associated template. 2 Select an asset. To associate stand-alone activity templates with a PM plan 1 Choose Preventive Maintenance © Plans. 2 Create a new record for each SR template. 4 Create a record in the PM Plans applet for each associated plan. 3 Choose Preventive Maintenance © Actions. 3 Choose Preventive Maintenance © Actions. 4 Choose Service Administration © Service Request Templates © SR Template Activities. 4 Create a new record in the SR Templates applet for each associated template. 5 Create a record for each activity template associated with the selected SR template. 3 Select a template.1 Siebel Field Service Guide 12-27 . To create service request templates for preventive maintenance 1 Choose Service Administration © Service Request Templates © SR Templates.Preventive Maintenance Setup and Configuration To associate assets with PM plans 1 Choose Assets © All Assets.

product lines are attached to plans through a dialog box on the PM Plan buscomp and the ALL_ASSETS_FLG is always set.Preventive Maintenance Setup and Configuration Enabling Preventive Maintenance Plans 12 The preventive maintenance engine cannot consider a plan until it has been marked as Active. When the Preventive Maintenance engine runs. NOTE: Currently. 12-28 Siebel Field Service Guide Version 6. When the plan definition is complete. s The second query obtains all products that have been associated with the plan through a plan/product line association that has NOT been flagged as All Products. before the plan is considered enabled for that asset. When the Active flag is unchecked. or to temporarily disable specific plans. For example. asset with only one non-PM service request in the last 90 days would not enable that plan The plan would not be considered for that asset and no PM actions could be created for that combination of asset and plan. the preventive maintenance administrator makes sure that the active checkbox is checked. The current state of the Active flag can be viewed from any applet that displays the plan. Validating PM Plans for an Asset 12 Each preventive maintenance plan stores product ids and asset Ids. within some time period.1 . or the plan is to be reinstated. the plan could be enabled if there are two service requests in the last 90 days. This is often desirable while completing the definition of a plan. the plan is not loaded into the Preventive Maintenance engine. The product Ids are obtained by executing two queries against the database and unioning the result sets: s The first query obtains the product Ids (ROW_IDs) of all products that have a primary product line which has been associated with the plan and where that relationship has been specified as applying to All Products (stored in ALL_ASSETS_FLG). An administrator can also define a minimum number of service requests that must exist for an asset. and therefore no preventive maintenance actions can be scheduled for that plan.

This can be avoided by only scheduling PM actions a few weeks or one month in advance. Time Interval and Date triggers are the only trigger type that can fire for a date in the future. No trigger can fire more than once a day.1 Siebel Field Service Guide 12-29 . and no trigger can fire while there is outstanding (future) PM action for the plan/asset pair. to prevent triggers from firing multiple times for the same trigger condition. If a match is found. Version 6. If a match is found. otherwise the plan does not apply. Date (see “Date Triggers” on page 12-30). it will fire for the current date unless some other constraint or condition prevents that. it prevents the creation of a new PM action whenever there is an existing action for the current date or any date in the future. Triggers never fire in the past. otherwise processing continues. the Preventive Maintenance engine applies the following logic: 1 The product Id of the asset is checked against the collection of product Ids held in the plan. the plan applies to the asset. This behavior is by design. the engine runs and schedules a PM action based on the Time trigger even though the asset meets the usage criteria tomorrow. it means that plans with a Time or Date trigger combined with another trigger should not be run with end dates too far in the future. and Event. at most. the plan applies to the asset. 2 The Id of the asset is checked against the collection of asset Ids held in the plan. When the trigger logic evaluates whether a trigger should fire. The actual difference in the time between when the PM action should have been scheduled and when it was scheduled is. Usage.Preventive Maintenance Setup and Configuration To determine if a plan is applicable to an asset. All the other triggers either fire for the current date (when the engine runs) or not. and during that time the Usage trigger will never fire. For example. a plan with Time and Usage triggers is run with an end date one year in the future. All the PM actions for the next year are created based on the Time trigger. Threshold. However. whatever the actual usage. in the worst case. the difference between the end date passed to the engine and the current date (when the engine runs). Trigger Logic 12 There are five types of triggers for preventive maintenance plans: Time Interval. Then. If the Preventive Maintenance engine runs and a trigger should have fired in the past.

Date Triggers Date triggers fire on a specific date. defining what reading values the trigger is valid for. currently higher-level logic prevents triggers from firing more than once a day. The trigger fires if the readings for the specified measurement have a delta greater than the specified interval. The measurement is specified only by its type (see Table 5-11 on page 5-31). measured in days. NOTE: In the out-of-the-box configuration.Preventive Maintenance Setup and Configuration Time Interval Triggers Time interval triggers can fire at a fixed interval of time. These valid start and end dates are specified in days and measured from the asset’s install date. 12-30 Siebel Field Service Guide Version 6. To be considered. Like Time triggers. Time triggers may also have valid start and end dates enabling trigger patterns such as every 90 days for the first year (365 days) and every 180 days thereafter.1 . they may have a valid start and end that are measured from the asset’s install date. then the measurement is assumed to have wrapped around and the delta is calculated as follows: delta = (max – last) + (new – min) + 1 Usage triggers may also specify a valid start and end. Usage Triggers Usage triggers fire based on an asset measurement. If the most recent reading is less than the reading at the time of the last PM action. If an asset is given more than one measurement of the type specified by a Usage trigger. the readings must be marked as complete (see “Measurements and Readings Views” on page 5-30). then if any of the measurements exceed the usage specified by its type. it is recommended that more specific types be defined as applicable in the measurement type LOV (ASSET_MEAS_TYPE). Date triggers are not exposed on the user interface. To avoid this. The delta is determined by the difference between the most recent reading and the reading at the time of the last PM action. Although the interval could be less than 1 day. the trigger will fire.

Instantiating the Plan (What Happens When a Trigger Fires) For each SR template associated with a plan. the activities are called stand-alone activities. and so on. The generation of service requests is defined by creating SR (service request) templates (Service Administration © SR Templates) and then attaching them to a plan. However. they are not associated with any service request. the only event supported is the number of service requests in a specified period. the trigger fires. Currently. In both cases the templates defined are stand-alone entities that can be reused by attaching them to many plans. If any completed reading exceeds the lower or upper limit. Defining Plan Actions The final step in configuring preventive maintenance is to define what happens when a plan is triggered for a specific asset. Threshold triggers specify a measurement type to which they apply. A combination of service requests and activities can be configured.1 Siebel Field Service Guide 12-31 . and in turn. if the service request count is attained. Similarly. each subordinate object in the template is created under its new parent object. However. an activity plan is created. Event Triggers Event triggers have logic similar to the enablement parameters of a PM plan (see “Enabling Preventive Maintenance Plans” on page 12-28). Version 6. each activity template attached directly to the PM plan generates an activity plan and activities. the activities generated are defined by activity templates (Siebel Assistant Administration © Activity Templates) that are attached to a plan. In this case. The same potential issues and solutions apply to Threshold triggers. In a similar fashion. a service request is created with fields defined by the template. in this case. The asset is associated with the service request that was created for this asset.Preventive Maintenance Setup and Configuration Threshold Triggers Threshold triggers examine the readings since the most recent PM action. then the trigger fires. For each activity template that is attached to the SR template. Like Usage triggers.

as defined by the Sub-mode parameter in the request. Requests generated from the Assets screen always process the specified assets for all PM plans. tasks must define these variables: s s A set of objects for the engine to operate on. For a detailed explanation see “Engine Parameters for the Preventive Maintenance Engine” on page 12-33. if only assets or only plans are specified. if only Assets are specified (Sub-mode=Assets). then the Preventive Maintenance engine checks the specified assets against all Plans. each agreement implicitly defines a set of assets and plans (entitlements have both associated assets/products and PM plans) that the engine is to process for that agreement. 12 Using Server Requests Server administrators can set up requests (one-time or repeating) for tasks that are serviced by the Preventive Maintenance engine. In general. The component-specific parameters specified by the request determine what the engine does for that request.1 . When agreements are specified. Using Client Requests Client requests can be passed directly from the client application from Agreements © Preventive Maintenance or from Assets © Preventive Maintenance © History. For example. or agreements. Usually these requests use one of the SQL parameters to complete a SQL statement that locates the objects that the engine processes for the run. as this is reserved for use by interactive engine requests sent directly from a client application. but they should never use the Temp-Table Mode. The set of objects must include either assets and plans. then all of the other object types are assumed. Server requests may also use the ID parameters in place of the SQL parameters. In the case of assets and plans.Preventive Maintenance Setup and Configuration Invoking the Preventive Maintenance Engine There are two basic methods of invoking the Preventive Maintenance engine: through server requests and through the client application. 12-32 Siebel Field Service Guide Version 6. An end date that is the latest date to schedule preventive maintenance during the run.

This default organization is stamped on generated service requests when the asset for which the service request is being generated doesn’t have a specified account. FSPrevMnt Act Owner ID Engine Parameters for the Preventive Maintenance Engine All the engines can be invoked from the Workflow Manager or from the client. Only SQL or Id is intended to be specified in user requests. Table 12-16. TempTbl is used by the client applications for submitting requests. Preventive Maintenance Engine Parameters Values {SQL. and a SubMode of Plans implies ALL Assets. Parameter Name Mode SubMode {Assets. This required parameter specifies what entities are specified. then the account’s BU_ID is used.Preventive Maintenance Setup and Configuration System Preferences for the Preventive Maintenance Engine The PM engine uses the two system preferences described in Table 12-16. The value of this system preference is used when creating activities from a template in which the activity owner (Assigned To) has not been defined. and what they mean. A SubMode of Assets implies ALL PM Plans. Table 12-17 contains the parameters for the PM engine. TempTbl} 12 (Sheet 1 of 2) Explanation This required parameter specifies how the engine locates the entities to process. These engines require certain parameters to be passed. The value specified should be the ROW_ID of the desired employee. If the owner account is specified for the asset. Parameter FSPrevMnt 12 System Preferences for the Preventive Maintenance Engine Default Value Org ID Comments The value of this system preference is used as the ROW_ID of the default organization. Table 12-17. Id. Plans.1 Siebel Field Service Guide 12-33 . Agreements} Version 6. Assets&Plans.

Note that currently. See Step 1 on page 12-35 in the Notes section following this chart. This parameter specifies a specific asset. See Step 3 on page 12-35.Preventive Maintenance Setup and Configuration Table 12-17. This parameter specifies a search specification for assets. It is required when the Mode is SQL and the SubMode is either Plans or Assets&Plans. Parameter Name EndDT AssetId Row Id of an asset PlanId Row Id of a PM Plan AgreementId Row Id of an agreement AssetSQL Where clause for GET_SQL_ASSETS template PlanSQL Where clause for GET_SQL_PM_PLANS template AgreementSQL Where clause for GET_SQL_AGREEMENT_IDS template 12-34 Siebel Field Service Guide Version 6. only time-based triggers can fire for a future date. Preventive Maintenance Engine Parameters Values YYYY-MM-DD format (Sheet 2 of 2) Explanation This required parameter specifies the date furthest into the future for which the engine will generate PM Actions. This parameter specifies a search specification for assets. This parameter specifies a specific PM Plan. This parameter specifies a search specification for assets. It is required when the Mode is Id and the SubMode is either Plans or Assets&Plans. See Step 2 on page 12-35. It is required when the Mode is SQL and the SubMode is Agreements. It is required when the Mode is Id and the SubMode is Agreements.1 . It is required when the Mode is SQL and the SubMode is either Assets or Assets&Plans. This parameter specifies a specific Agreement. It is required when the Mode is Id and the SubMode is either Assets or Assets&Plans.

VALID_FLG = ‘Y’ AND $SEARCH_SPEC$ The value supplied as the PlanSQL parameter is substituted for ‘$SEARCH_SPEC$’.Preventive Maintenance Setup and Configuration Notes 1 The SQL template for retrieving assets is as follows: GET_SQL_ASSETS = SELECT asset.1 Siebel Field Service Guide 12-35 .ROW_ID FROM&Table_Owner. any specification that legally completes this template is allowed for the parameter. any specification that legally completes this template is allowed for the parameter. any specification that legally completes this template is allowed for the parameter. and thus. 2 The SQL template for retrieving PM Plans is as follows: GET_SQL_PM_PLANS = SELECT pln.S_PM_PLNITMpln WHEREpln.S_DOC_AGREEagrmt WHEREagrmnt. Version 6.ACTIVE_FLG = 'Y' AND $SEARCH_SPEC$ The value supplied as the PlanSQL parameter is substituted for ‘$SEARCH_SPEC$’.S_ASSETasset WHERE$SEARCH_SPEC$ The value supplied as the AssetSQL parameter is substituted for ‘$SEARCH_SPEC$’.ROW_ID FROM&Table_Owner. 3 The SQL template for retrieving PM Plans is as follows: GET_SQL_AGREEMENT_IDS = SELECT agrmnt. and thus.ROW_ID FROM&Table_Owner. and thus.

or deleted) in some way by the Preventive Maintenance engine.Preventive Maintenance Setup and Configuration Tables Involved 12 Tables shown in italic type are updated (created. modified. s s s s s s s s s s s s s s s s S_ACT_PRDINT (Activity Parts and Tools connection to internal products) S_ACT_SKILL (Activity Skills) S_ACT_SKILL_IT (Activity Skill Items) S_ACT_STEP (Activity Steps) S_ASSET (Assets) S_ASSET_MEAS (Asset Measurement Characteristics) S_ASSET_RDNG (Asset Measurement Readings) S_CONTACT (Contacts) S_DOC_AGREE (Agreements) S_EMPLOYEE (Employees) S_ENTLMNT (Agreement Entitlements) S_ENTLMNT_ITEM (Entitlement Assets and Products) S_ENTLMNT_ORG (Entitlement Accounts) S_ENTLMNT_PMITM (Connection between Entitlements and PM Plans) S_EVT_ACT (Activities) S_INV_TEMP (Temporary table for passing set of Ids to work on from client to server) S_NOTE_ACT (Activity Instructions) S_ORG_EXT (Accounts) S_PM_ACTION (Preventive Maintenance Actions) S_PM_APPL_ASSET (Connection between PM Plans and Assets/Products) s s s s 12-36 Siebel Field Service Guide Version 6. The Preventive Maintenance engine only reads the other tables.1 .

1 Siebel Field Service Guide 12-37 .Preventive Maintenance Setup and Configuration s s s S_PM_PLNITM (Preventive Maintenance Plans) S_PM_PLNITM_TRG (PM Plan Triggers) S_PMITM_SRTMPL (Connection between PM Plans and Service Request Templates) S_PMITM_TMPL_PI (Connection between PM Plans and Activity Templates) S_PROD_INT (Products) S_SR_PLANITEM (Connection between Service Request Templates and Activity Templates) S_SRV_REQ (Service Requests) S_SYMPTOM (Service Request Symptoms) S_TMPL_PLANITEM (Activity Templates) s s s s s s Version 6.

Preventive Maintenance Setup and Configuration 12-38 Siebel Field Service Guide Version 6.1 .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-6 Screens and Views for Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20 Expense Tracker View . . . . . . . . . .13-18 Activities Screen . . . . . . . . . . 13-21 Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . 13-20 Field Parts Movements View . 13-10 Billings Screen . . . . . . . . . . . 13-10 All Invoices View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Siebel Field Service Guide 13-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21 Field Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-24 Invoice Report . . . . . . . . . . . . . . . . . . . . . 13-11 Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21 Time Tracker View . . . . . . . . 13-9 Pricing Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-14 Line Item Detail View . . . . . . . . . . . . . 13-3 Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Concepts and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-10 Asset Mapping View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Invoices 13 About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-4 Producing a Customer Invoice . . . . . . . . . 13-22 Service Requests Screen . . . 13-16 Payments View . . . . . . . 13-4 Application Overview . . . 13-27 Version 6. . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . .13-29 Organization of an Invoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Invoices Setup and Configuration .13-28 Cost and Price Lists . . . . . . . . . . . . .13-30 13-2 Siebel Field Service Guide Version 6. . . . . . . . . . . . . . . . . . . . . . 13-27 Setting Up Auto Invoicing . . 13-27 Requirements of the Auto Invoicing Engine . . . . . .

to show what transpired during the service call. an FSE is always on site because of the system’s complexity.. then synchronized this computer with the corporate server. The customer approves the invoice. one of the field engineers was on site to swap a disk drive. At the end of the day. and pay by check. Recently. Version 6. get the customer’s approval. running on a laptop computer. The FSE keeps track of work by issuing a separate invoice for each service request. The customer was able to see the appropriate information. The FSE documented the activity and. World Ocean service engineers are expected to quickly respond to on-site service calls. cash. record costs and time as the service is performed. The FSE recorded the payment in Siebel Field Service. created an invoice based on time and materials. or credit card. Inc.1 Siebel Field Service Guide 13-3 . The customer chose to pay directly for the service. It maintains a call center and a field service force. For another customer. allowing Star’s backoffice billing system to process the invoice. and funds are electronically transferred. It recently started printing invoices on site for the customer. and accept customer payment by check.Invoices About This Chapter About This Chapter 13 This chapter describes how Siebel Field Service can generate detailed invoices at a customer site as a proof of service. This proves helpful for satisfying customer expectations and reducing customer callbacks. The FSE often performs multiple service requests on the same day for the same customer. Business Scenario 13 Star. provides service on computer systems to small to mid-size companies. The FSE has a laptop with a pen-based touch-screen and a wireless connection to the corporate server. upon completion. the FSE and customer review the work performed. create a customer invoice immediately after the work is done. The invoice is uploaded to the back-office computer. sign and date the invoice.

A document describing the work performed and the amount billed to and payable by the customer. These invoices can then be exported to an accounting system to track accounts receivable and for revenue booking. average. and calculates the total charge for an activity. along with the cost values for each product. last). Cost List Items contains products associated with a cost list. Finds all associated billable activities and the price and rate lists. Creates a new invoice. Expenses incurred while executing a service. See Figure 13-1 on page 13-5. s s 13-4 Siebel Field Service Guide Version 6. and so on. Cost values are required for costing products. next. based on different cost methods. shipment costs. The key feature for Invoicing is Auto-Invoice on the Service Request and Activities screen. Each invoice lists the total amount charged to the customer and the payments the customer has made against the invoice. takes the expenses and hours. then tracked by the workflow manager to send automatic reminders to customers.1 . The invoice can also be marked as delinquent. email response cost. a default cost method (standard. This includes costs for generating a service request. Indirect expenses Invoice Application Overview 13 Field Service can automatically produce invoices for activities or service requests. takes both the activities and orders. A cost list can be associated with a price list. and lists them as line items on the invoice. The Auto-Invoice button carries out these steps: s Finds all billable orders associated with a Service Request and uses the price list of that order to get prices for the billable order line items.Invoices Concepts and Terms Concepts and Terms Cost list 13 Consists of a cost name. pick tickets. totals the charges.

1 Siebel Field Service Guide 13-5 . Service Request Orders Activities Line Items Expense Tracker Time Tracker Field Parts Movements Service Time and Materials Invoice Figure 13-1. Workflow for Auto-Invoicing Version 6.Invoices Application Overview Once a new invoice is created. the Customer Invoice report produces a printable invoice.

6 Click the Billable flag field to activate it. To record billable activities for a service request 1 Choose Service Request © My Service Requests (see “Service Requests Views” on page 2-33). add a record for an activity. 4 Enter an initial amount for the invoice. and the Billable check box. 4 Do not associate manually entered line items with activities or orders. a rate list. Field Service fills in an invoice number. This can be $0. 3 Select a price list. sets Type to Receivable. To create an invoice manually 1 Follow the steps in “To set up a new invoice.1 . 5 In the Activities list applet.00. 2 In the Invoices form applet. create a new invoice record. 4 Click the SR Number to go to the Activities view (see “Activities View” on page 2-36). 3 Choose an account from the dialog box. 2 Choose the service request you are working on. and sets the Status to Open. 13 To set up a new invoice 1 Choose Billings © All Invoices (see “All Invoices View” on page 13-11).Invoices Application Overview Producing a Customer Invoice Follow these procedures to produce customer invoices. 13-6 Siebel Field Service Guide Version 6.” 2 In the Line Items view. 3 Fill in the amount field. add line items to the invoice.

To record billable parts. 4 Check the Billable field if these hours are billable. 2 Choose the service request you are working on. 4 In the Orders list applet. select an activity. 5 Click the Billable flag field to activate it. 4 Click Commit to create a transaction that will be recorded in the Field Service server upon synchronization. 2 In the Field Engineer Activity list applet. create a record for each expense. 3 In the Expense Tracker applet. 3 In the Field Part Movements applet. 2 In the Field Engineer Activity list applet. create a record for each expense. To record billable time with an activity 1 Choose Activities © Time Tracker. To record billable expenses for service activities 1 Choose Activities © Expense Tracker.Invoices Application Overview To record billable orders for a service request 1 Choose Service Request © My Service Requests (see “Service Requests Views” on page 2-33). select an activity.1 Siebel Field Service Guide 13-7 . with an activity 1 Choose Activities © Field Part Movements. create a record for a part that moves between trunks or customer sites in the field. 3 Choose the Orders view (see “Orders View” on page 2-44). add a record for an order. 2 In the Field Engineer Activity list applet. 3 In the Expense Tracker applet. resulting from field part movements. select an activity. Version 6. 4 Check the Billable field if this activity is billable.

Invoices Application Overview To create an invoice automatically for a service request 1 Choose Service Request © My Service Requests (see “Service Requests Views” on page 2-33). 2 Select an invoice. To record payments against an invoice 1 Choose Billings © All Invoices. 2 Choose the activity you are working on. and the Billable check box. 3 Choose Billings © Payments. To print an invoice 1 Choose Billings © All Invoices. 13-8 Siebel Field Service Guide Version 6. 5 Click Auto Invoice. 3 Select a price list. click the Print button.1 . 2 Select the invoice to print. a rate list. 3 Choose Customer Invoice from the Reports menu. 4 In the Siebel Report Viewer window. 4 Create a record for each payment to that invoice. 4 Choose the Invoices view (see “Invoices View” on page 3-27). 3 Choose the Invoices view (see “Invoices View” on page 2-40). To create an invoice automatically for an activity 1 Choose Activities © My Activities (see “All Activities View” on page 3-17). 4 Click Auto Invoice. 2 Choose the service request you are working on.

1 Siebel Field Service Guide 13-9 . Set the Billable flag to include the price of this part in an invoice. Table 13-1. Automatically create invoices based on the information provided for a service request. If the Billable flag is set.Invoices Screens and Views for Invoices Screens and Views for Invoices Click the name of a screen or view in Table 13-1 to see more information. See: “To create an invoice manually” on page 13-6. Used only by the Auto Invoice function. cost list. depending on the condition. View or add information about the items in an invoice. Record the payments against an invoice. the Invoice engine includes the price of this activity in an invoice. View or add billable items to an invoice. Automatically create invoices based on the information provided for an activity. Record the labor charges associated with an activity.) Record the factors used to adjust the cost of assets. See: “To set up a new invoice” on page 13-6. Record the transfers of products and assets in the field. Record the expenses associated with an activity. See: “To create an invoice automatically for a service request” on page 13-8. Record information about the service request. and contact associated with an activity. View or modifying existing invoices and set up new invoices. account. Billings All Invoices Line Items Line Item Detail Payments Activities Expense Tracker Field Parts Movements Field Service Details Invoices Time Tracker Service Requests Invoices Version 6. and cost method for each asset. See: “To create an invoice automatically for an activity” on page 13-8. value basis. Screen Pricing Administration 13 Screens and Views for Invoices Views Costing © Asset Mapping Role/Procedures (Click to see full procedure.

and Cost Method for each asset. depending on the Condition. including cost lists and personnel costs. 13 13-10 Siebel Field Service Guide Version 6.Invoices Pricing Administration Screen Pricing Administration Screen The Pricing Administration screen defines basic costs. 13 Asset Mapping View The Asset Mapping view (Pricing Administration © Costing © Asset Mapping) records the factors that are used to adjust the cost of assets. Contacts. 13 Billings Screen The Billings screen has seven views that apply to invoices. and Notes views are general Siebel Field Service features that are not described here. see the “Asset Mapping View” on page 5-12.1 . For more information. The Attachments. Value Basis. Cost List.

Invoices Billings Screen All Invoices View 13 The All Invoices view. contains the Invoices list and form applets for viewing or modifying existing invoices and for setting up new invoices. Table 13-2 on page 13-12 describes the fields in this view. Figure 13-2. Invoices Applets in the All Invoices View Version 6.1 Siebel Field Service Guide 13-11 . Figure 13-2.

A type-in field containing the gross value of the invoice. it is calculated from Closed Date minus Invoice Date.1 . for example: s s s s s s s Canceled Closed Consolidated In-Process New On-Hold Open. the default for a new invoice Invoice Type The type of invoice. The date this invoice was sent to the customer. it is calculated from the System Date minus the Invoice Date. chosen from a picklist. The category of invoice.Invoices Billings Screen Table 13-2. If the status is closed. chosen from a picklist. Click this number to see the Line Items view. Invoice Code Consolidated Contract Project Sales Service Standard Time & Material Status The current status of an invoice. for example: s s s s s s s Invoice # Invoice Date Code. If the invoice status is other than closed. The number assigned to this invoice. Invoice Amount 13-12 Siebel Field Service Guide Version 6. the default for Invoice Type Days Open The number of days that the invoice has been active. chosen from a picklist. for example: s s Payable Receivable. Field/Button Refresh Total Selected Fields in the Invoices Applets Description (Sheet 1 of 2) This button in the Invoices applet appears only on the Line Items and Line Items Details views. Clicking this button uses the data on the Payments screen to update the Total Due field.

Field/Button Selected Fields in the Invoices Applets Description (Sheet 2 of 2) Total Payments Total Due Closed Date Due Date Delinquent Account Payment received on an invoice. The number of the activity associated with this invoice. for example.Invoices Billings Screen Table 13-2. A check box that is set automatically if the current date is past the due date. Click to go to the Account view. Data is from the Payments applet (see “Payments View” on page 13-18). as described in Application Administration © Period. or year. The default is 0. Service Request Agreement Activity Payment Term Period Last Update Create Date Last Updated By Revision Number Payable To Account The number of the service request associated with this invoice. quarter. The name of an account to receive the payment. A type-in field to identify versions of an invoice. chosen from a dialog box. The date that the invoice was closed. chosen from a dialog box. Choosing Payable To Account automatically completes the other Payable To fields. Automatically set to the system date when the record is added. calculated from Invoice Amount and Total Payments. Date that the invoice payment is due. The balance on an invoice. based on the payment terms. The default is normally set to the service engineer’s company. NOTE: A manual invoice does not use information from the Line Item Details list applet. Choosing an account automatically completes the address and phone number fields for the account. In the list applet only. The conditions for payment.1 Siebel Field Service Guide 13-13 . The name of an account related to the invoice. A month. chosen from a dialog box. A date that automatically changes when any field is changed. Automatically changed to the login name of the last person to change this record. The number of the service agreement associated with this invoice. Version 6. It also completes the Bill To fields. Net 30.

This view contains the Invoices form applet (see Figure 13-2 on page 13-11) and Invoice Line Items list applet.1 . Figure 13-3. Figure 13-3. Line Items List Applet in the Line Items View 13-14 Siebel Field Service Guide Version 6. Additional items can be included. NOTE: This view has a Refresh Total button on the Invoices form applet (see Table 13-2 on page 13-12).Invoices Billings Screen Line Items View 13 The Line Items view. Table 13-3 on page 13-15 describes the fields in this view. shows the billable items in an invoice.

Field/Button Renumber Line Description Selected Fields in the Invoice Line Items Applet Description This button numbers line items sequentially.1 Siebel Field Service Guide 13-15 . starting at 1. A type-in field for related reference numbers. The Id of the activity associated with this invoice. for example: s s s s s s s s s Assessment Discount Expense Labor Material Return Tax Transportation Upgrade Amount Reference Activity Order The amount billed to the customer for a line item. Version 6.Invoices Billings Screen Table 13-3. The number assigned to a line item. A category of invoice. chosen from a picklist. The Id of the order associated with this invoice. Click to go to the Invoice Line Item view. This number can be replaced by typing in another. Copy Ids into this field so that they appear in one column in reports.

Figure 13-4. Table 13-4 on page 13-17 describes the fields in this view. provides information about the items in an invoice. and the Invoice Line Item Details list applet. Figure 13-4. NOTE: This view has a Refresh Total button on the Invoices form applet (see Table 13-2 on page 13-12). It is used only by the Auto Invoice function.Invoices Billings Screen Line Item Detail View 13 The Line Item Detail view. This view contains the Invoices form applet (see Figure 13-2 on page 13-11). the Invoice Line Items list applet (see Figure 13-3 on page 13-14). Line Items and Line Item Details List Applets in the Line Item Detail View 13-16 Siebel Field Service Guide Version 6.1 .

Reference number for an order. Reference number for any labor charge associated with this line item. filled in automatically by the Invoice engine. filled in automatically by the Invoice engine. The number assigned to a line item. The number of an asset associated with this line item. A type-in field containing the amount billed to the customer for this record. starting at 1. Field/Button Renumber Line Amount Selected Fields in the Invoice Line Item Detail Applet Description This button numbers line items sequentially. Reference number for an expense associated with this line item. filled in automatically by the Invoice engine. Reference number for a part movement.Invoices Billings Screen Table 13-4. if this invoice includes an order line item. filled in automatically by the Invoice engine. filled in automatically by the Invoice engine. filled in automatically by the Invoice engine. The name of a product associated with this line item. The part number for the named product. this field is not filled. This number can be replaced by typing in another. Part Movement Id Order Line Item Id Activity Expense Item Id Activity Time Item Id Product Name Part Number Asset Number Serial Number Qty Version 6. filled in automatically by the Invoice engine.1 Siebel Field Service Guide 13-17 . this value is automatically completed. filled in automatically by the Invoice engine The serial number for the named asset. The number of occurrences in this line item. For a manual invoice. For an invoice created with the Invoice engine.

1 . Figure 13-5. This view contains the Invoices form applet (see Figure 13-2 on page 13-11) and the Payments list applet. Table 13-5 describes the fields in this view. Field Payment # Payment Date Amount Ref # Selected Fields in the Payments List Applet Description (Sheet 1 of 2) The Id of the payment to apply to this invoice. Payments List Applet in the Payments View Table 13-5. Total amount of a payment. Date a payment was received. The All Payments dialog box also accepts new payment records. A reference number assigned to a payment record. 13-18 Siebel Field Service Guide Version 6. Figure 13-5.Invoices Billings Screen Payments View 13 The Payments view. chosen from a dialog box. records the payments against an invoice.

chosen from a picklist. Version 6. for example: s s s s Adjustment Payment Pending Write-Off Method The method of payment. The expiration date of the credit card.1 Siebel Field Service Guide 13-19 . chosen from a dialog box.Invoices Billings Screen Table 13-5. The owner of the credit card. Field Action Type Selected Fields in the Payments List Applet Description (Sheet 2 of 2) The type of payment transaction. for example: s s s s s Billing # Cash Check Credit Card EFT (Electronic Funds Transfer) Last Name Card Number Card Holder Expiration Date The last name of the contact for this payment. chosen from a picklist. The number of the credit card used for payment.

Figure 13-6. This is the default. The Expense Tracker view contains the Activities applet (see “All Activities View” on page 3-17) and the Expense Tracker list applet (Figure 13-6). when appropriate. Qty The number of expensed items. The amount of the expense. the Invoice engine uses this record to create an invoice. Setting the Billable flag for an expense record makes this information available to the Auto Invoicing engine (see “Requirements of the Auto Invoicing Engine” on page 13-28). Expense Tracker List Applet in the Expense Tracker View Table 13-6. A check box indicating that this expense is billable. for example. 13 Expense Tracker View 13 The Expense Tracker view records the expenses associated with an activity. chosen from a picklist. The service business can define expenses that are never billable. Material. chosen from a picklist. for example: s s Rate Type Expense. Table 13-6 on page 13-20 describes the fields in this view. a hotel bill. 13-20 Siebel Field Service Guide Version 6.1 . When this flag is set.Invoices Activities Screen Activities Screen The Activities screen has five views that are related to invoices. The type of expense. tolls. Field Expense Type Amount Billable Selected Fields in the Expense Tracker Applet Description The type of expense. for example.

applies the associated price and rate lists. the Invoice engine includes the price of this activity in an invoice. Records in the Expense Tracker list applet (see “Expense Tracker View” on page 3-20). For more information. see “Field Part Movements View” on page 3-22. Records in the Time Tracker list applet (see “Time Tracker View” on page 3-31). If the Billable flag is set in a Field Parts Movement record.Invoices Activities Screen Field Parts Movements View 13 The Field Part Movements view and applet record the transfers of products and assets in the field between a customer installation and a trunk inventory and between trunk inventories. s Activities © Time Tracker. then creates a new invoice. For more information.1 Siebel Field Service Guide 13-21 . see “All Invoices View” on page 13-11. time. Click Auto Invoice to generate invoices for selected activities. based on the activity’s selected price list. If an invoice is created from Activities © Invoices (Invoices applet). s Activities © Field Part Movements. or parts related to the an activity. the Invoice engine includes the price of this part. see “Requirements of the Auto Invoicing Engine” on page 13-28. If the Billable flag is set in a Field Service Details record. Invoices View 13 The Invoices view creates and displays all invoices associated with an activity. Field Service Details View 13 The Field Service Details view and applet provide information about the service request. account. Version 6. Records in the Field Part Movements list applet (see “Field Part Movements View” on page 3-22). Only records that have billable flags set in these views are included in the invoice calculation: s Activities © Expense Tracker. and contact associated with an activity. For more information about the Auto Invoice button. the engine looks for any billable expenses. in an invoice.

Setting the Billable flag for a time record makes this information available to the Auto Invoicing engine (see “Requirements of the Auto Invoicing Engine” on page 13-28). Figure 13-7. This view contains the Activities applet (see “All Activities View” on page 3-17) and the Time Tracker list applet (Figure 13-7). Table 13-7 on page 13-23 describes the fields in this view.Invoices Activities Screen Time Tracker View 13 The Time Tracker view lists the labor charges associated with an activity. Time Tracker List Applet in the Time Tracker View 13-22 Siebel Field Service Guide Version 6.1 .

Invoices Activities Screen Table 13-7. chosen from a calendar/clock applet. and Rate List Administration Guide.1 Siebel Field Service Guide 13-23 . for example: s s s Contract Premium Standard For more information about rate lists. chosen from a picklist. Costing. Version 6. The time expended. Field Time Type Fields in the Time Tracker Applet Description The type of task to which time was devoted. A check box indicating that this labor is billable. The end time for this part of the activity. used to bill this time. the Invoice engine uses this record to create an invoice. see the Siebel Pricing. defined in the Rate list. calculated from Start Time minus Stop Time. Start Time Stop Time Hours Billable The start time for this part of the activity. a coffee break. When this flag is set. for example: s s s s s s s Access to System Admin Install Interrupt Other Travel Work Rate Type The type of rate. chosen from a picklist. The service business can define expenses that are not billable. for example.

Table 13-8 on page 13-25 describes the button in this view.1 . Figure 13-8. Invoices View on the Service Requests Screen 13-24 Siebel Field Service Guide Version 6.Invoices Service Requests Screen Service Requests Screen 13 The Siebel Invoice engine automatically creates invoices based on the information provided for a service request or activity. The user activates this engine by clicking the Auto Invoice button on the Invoices view of either the Service Requests (Figure 13-8) or Activities screen (Figure 13-9 on page 13-26 and “Invoices View” on page 13-21).

1 Siebel Field Service Guide 13-25 . Click Auto Invoice to generate invoices for selected service requests. applies the designated price and rate lists. From the Service Requests © Invoices (Invoices applet). Field Auto Invoice Button in the Invoices Applet Description This button automatically creates invoices based on the information provided for a service request. Only records that have billable flags set in these views are included in the invoice calculation: s Service Requests © Orders. Order records in the RMAs/Service Orders list applet (see “Orders View” on page 2-44). then creates a new invoice.Invoices Service Requests Screen Table 13-8. Version 6. the Invoice engine searches for any billable orders or activities related to a service request.

Invoices
Service Requests Screen

s

Service Requests © Activities. Activity records in the Activities list applet (see

“Activities View” on page 2-36).

Figure 13-9. Invoices View on the Activities Screen

NOTE: Billable flags for orders or activities must be set individually; they are not set automatically on the Service Requests screen. This gives users the flexibility to change some activities as needed.

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Invoice Report

Invoice Report
The Customer Invoice report, from the Reports menu, prints an invoice for the selected invoice record.

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Setup and Configuration

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Invoicing is easily configurable to extend to other objects; for example, Orders and Agreements.

Setting Up Auto Invoicing

13

For the Auto-invoice feature, some setup is required to make sure that information flows correctly:
s s

There must be a price list for all of the items used in service operations. There must be a rate list with all the rates for personnel types (also known as a billing product) used for a particular job (for example, a Field Engineer). Each person who charges time must have a position associated with a billing product.

s

Activities and orders must have price and rate lists defined. Auto-invoicing uses these lists to determine the total amount billed to a customer.

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Setup and Configuration

Requirements of the Auto Invoicing Engine
The Invoice engine requires the following information to generate an invoice automatically:
s s s

13

Billable flags. Only records that have billable flags set are included in the invoice. Price List. The price list must be specified. Product Prices. In Pricing Administration © Price List Line Items, billable

products must belong to the selected price list.
s

Rate List. The rate list for field service activities must be specified in Activities ©

All Activities.
s

Activity Prices. In Pricing Administration © Rate List Line Items, the person,

known as the resource, carrying out billable service activities, must be related to the selected rate list.
s

Positions. In Application Administration © Positions, the Billing Product field for

the person (known as the Resource on the rate list) providing service must be specified.
s

Rate Types. In Activities © Expense Tracker and Activities © Time Tracker, the

rate types must be identified for billable expenses and labor.

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Setup and Configuration

Cost and Price Lists

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Siebel Field Service contains a costing infrastructure that allows users to track the cost of major business processes as they are performed, and then export these costs to financial systems for posting to the general ledger and for analysis. Previously, service organizations performing service could only guess at the costs of fulfilling service contracts. Now, with the improved costing infrastructure, they can associate costs of service calls at the time the service call is performed. The costing infrastructure is based on the creation of cost lists. Cost lists specify the costs of products and personnel. Most companies have this information in their financial systems. Incorporating this information into Field Service has the following advantages:
s

Costs are associated with service requests and activities at the time they are performed. Cost lists can have time limits, so that they provide an accurate record of costs at the time they occurred.

s

Price lists link cost lists to service requests and service activities. For example, one cost list, North American Costs, describes the costs of products and labor in North America. When an FSE chooses a price list for a service request, the associated cost list is automatically linked to the service request. There is now a record of the costs incurred for that service request. To learn more about cost lists, price lists, and rate lists, see the Siebel Pricing, Costing, and Rate List Administration Guide.

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Invoices
Setup and Configuration

Organization of an Invoice
The invoice header shows the total invoice amount.

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If the invoice was generated for an Activity, then the Line Item view contains the Activity ID and the Line Item Detail view (see “Line Item Detail View” on page 13-16) contains a separate record for every part, time, and expense related to the activity. If the invoice was generated for a service request, the Line Item Detail view (see “Line Item Detail View” on page 13-16) contains the following information:
s s s

A record for each order or activity related to the service request Separate records for part, time, or expenses corresponding to each activity Order item detail related to each order

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About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Field Service Analysis Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2

Data for Field Service Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Activity Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-3 Activity Trend Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-5 Average Time Spent Analysis View . . . . . . . . . . . . . . . . . . . . . . . . 14-7 Average Time Spent Trend Analysis View . . . . . . . . . . . . . . . . . . . . 14-9

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Field Service Analysis
About This Chapter

About This Chapter
This chapter describes how Siebel Field Service tracks field service activities, service workloads, and service efficiency.

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Field Service Analysis Screen

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The Field Service Analysis screen has four views that chart field service activities. Within each view, you can select the type of graphic representation of the data (for example, Line, 2D Bar, or 3D Bar). The Activity Metrics applet on each view displays the data for each graph in a chart applet.

Data for Field Service Analysis
Activity records that are field service-related are the basis for predefined charts in Field Service Analysis. These records are identified by one of the following values in their Category field (see Table 3-2 on page 3-18): Field Engineering Activity, Repair, Preventive Maintenance, or Other. Selecting any of these values identifies the activity record as a Field Service-related activity record. Leaving the Category field null means that it is not a Field Service-related activity.

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The Field Service-related activity records are transferred to the Siebel Data Mart. An ETL plan controls this transfer. During the transfer, following data mart standard conventions, a null Category field is replaced with the text string Unspecified. Field Service Analysis views filter out any activity records with the Category field equal to Unspecified.

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Activity Analysis View

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The Activity Analysis view, Figure 14-1, can show all activities broken down in five ways: by activity category, activity type, product line, territory, or field engineer. Each of these five ways can be displayed as a function of activity category, activity type, product line, territory, or field engineer. Table 14-1 on page 14-4 describes the settings for this view.

Figure 14-1. Activity Analysis View

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Table 14-1.

Settings for the Activity Analysis View
Description Y axis: Number of Activities X axis:
s s s s s

Display Variable Show By

Activity Category Activity Type Field Engineer Product Line Territory

By

Stacking options:
s s s s s s

None Activity Category Activity Type Field Engineer Product Line Territory

NOTE: It is possible to select the same value for both By display variables. However,

doing so may not yield meaningful results.

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Activity Trend Analysis View

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The Activity Trend Analysis view, Figure 14-2, shows workload as a function of calendar period: by activity category, activity type, field engineer, product line, and territory. This chart is useful to a manager who is looking to meet customer needs by moving field engineers from a territory where they are underutilized to one that is understaffed. The chart can also analyze which products generate the most field engineer activities. Table 14-2 on page 14-6 describes the settings for this view.

Figure 14-2. Activity Trend Analysis View

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Field Service Analysis Screen

Table 14-2.

Settings for Activity Trend Analysis View
Description Y axis: Number of Activities X axis:
s s s s

Display Variable Show By

Month Week Year Quarter

By

Stacking options:
s s s s s s

None Activity Category Activity Type Field Engineer Product Line Territory

NOTE: It is possible to select the same value for both By display variables. However,

doing so may not yield meaningful results.

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Average Time Spent Analysis View

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The Average Time Spent Analysis view, Figure 14-3, shows the average time devoted to each activity for a territory, product, product line, territory, field engineer, activity category, or activity type. A manager can use this view, for example, to determine which type of activity requires the greatest amount of time. Table 14-3 on page 14-8 describes the settings for this view.

Figure 14-3. Average Time Spent Analysis View

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Field Service Analysis Field Service Analysis Screen Table 14-3.1 . doing so may not yield meaningful results. Settings for Average Time Spent Analysis View Description Y axis: s s s Display Variable Show Average Minutes per Activity Average Hours per Activity Average Days per Activity By X axis: s s s s s Field Engineer Activity Category Activity Type Product Line Territory By Stacking options: s s s s s s None Field Engineer Activity Category Activity Type Product Line Territory NOTE: It is possible to select the same value for both By display variables. However. 14-8 Siebel Field Service Guide Version 6.

activity type. 14 Figure 14-4. A manager can use this chart to determine changes in productivity for field service engineers. Average Time Spent Trend Analysis View Version 6. Table 14-4 on page 14-10 describes the settings for this view. or product line.1 Siebel Field Service Guide 14-9 . activity category. shows any changes in time required for each activity performed for a territory.Field Service Analysis Field Service Analysis Screen Average Time Spent Trend Analysis View The Average Time Spent Trend Analysis view. field engineer. Figure 14-4.

Settings for Average Time Spent Trend Analysis View Description Y axis: s s s Display Variable Show Average Minutes per Activity Average Hours per Activity Average Days per Activity By X axis: s s s s Month Week Year Quarter By Stacking options: s s s s s s None Activity Category Activity Type Field Engineer Product Line Territory NOTE: It is possible to select the same value for both By display variables.1 .Field Service Analysis Field Service Analysis Screen Table 14-4. doing so may not yield meaningful results. 14-10 Siebel Field Service Guide Version 6. However.

Index A ABC Class field 7-32. 9-32 accounts across organizations 2-25 associating assets. 2-21 field service engineers 2-3 generating automatic invoices 13-8 invoicing 13-21 locating and allocating products 7-23 locking an assignment 3-19 on Calendar screen 3-16 overview 2-3 parts and tools 3-28 plans 2-36 procedures 3-30 re-assigning 2-53 recording expenses 13-20 recording hours 13-22 repeating 3-19 reports 3-43 scheduling 2-53 service 2-3 skills 3-29 solutions 3-39 stand-alone 2-37 tracking expenses 3-20 types 2-3 updating 11-10 Activities view Agreements screen 4-15 Assets screen 5-30 Repairs screen 11-20 Service Requests screen 2-36 Activity Analysis view Field Service Analysis screen 14-3 Activity Expense Item Id 13-17 Activity Part Id 7-45 Activity Plan view Repairs screen 11-18 activity plans adding 2-10 definition 2-6 generating for repairs 11-9 Version 6. products.1 Siebel Field Service Guide 1 . 12-14 activities administration 3-43 analysis 14-3 associating agreements 4-15 associating field part movements 7-48 billing details 4-36 charts 3-42 checking skills needed 2-18 checking status of materials for 3-10 checking status of materials ordered 2-17 checking steps 2-18 configuring instructions 3-43 configuring parts and tools 3-43 configuring solutions 3-44 configuring steps 3-43 definition 2-6 evaluating 1-17. 8-25. Barcode toolbar 9-12 Active check box 2-44. and contacts 2-30 definition 2-6 verifying 2-26 Accounts view Accounts screen 2-26 Entitlements screen 4-30 Actions view Preventive Maintenance screen 12-19 Activate Barcode Functionality button. 10-32.

4-26 associating entitlements 4-20 associating legal. 7-25 field 3-35. 12-24 All Assets view Assets screen 5-16 All Contacts check box 4-11. 4-10. 11-21 All Activities view Activities screen 3-17 All Agreements view Agreements screen 4-12 All Assets check box 12-18. and shipping contacts 4-17 charts 4-37 creating invoices 4-10. logging on as the Siebel administrator 1-27 AgreementId 12-34 agreements associating activities 4-15 associating activity plans 4-16 associating attachments 4-19 associating contacts 4-43 associating covered items 1-16.1 .Index Activity Plans view Agreements screen 4-16 Service Requests screen 2-36 Activity Template Details view Siebel Assistant Administration screen 343 activity templates 2-8 associating with service request templates 12-11 configuring 2-21 definition 2-6 fields copied from 2-8 overview 2-8 Activity Templates view Siebel Assistant Administration screen 343 Activity Time Item Id 13-17 Activity Trend Analysis view Field Service Analysis screen 14-5 Adjust button 9-27. 9-3 setting up 7-23 2 Siebel Field Service Guide Version 6. 4-31 All Cycle Counts view Cycle Counting screen 9-23 All Inventory Transactions view Inventory Transactions screen 7-43 All Invoices view Billings screen 13-11 All Pending Orders view Receiving screen 10-22 All Products check box 4-31. 4-25 defining 4-12 definition 4-5 generating documents 4-19 initiating preventive maintenance actions 4-29 making payments 4-28 overview 4-3 reports 4-37 system preferences 4-45 type 4-13 Agreements view Accounts screen 4-10 Contacts screen 4-11 AgreementSQL 12-34 aisle 7-6 Alarm check box 2-37. 4-32 All RMAs/Service Orders across Organizations view 8-25 All RMAs/Service Orders view Orders screen 8-24 All Solutions view Solutions screen 3-39 Allocate All button 8-34 Allocate Below Safety check box 3-34. billing. 7-32 Allocate button 8-34 Allocate transaction 7-66 allocating definition 7-6. 9-28 Adjustment transaction 7-66 Administrative Contacts view Agreements screen 4-17 administrative tasks 1-28 administrator. 3-18.

1 Siebel Field Service Guide 3 . 5-40 value basis 5-29 Assets screen 5-16 Assets view Inventory Transactions screen 7-47 AssetSQL 12-34 Assign button 2-34. 12-22. 11-4 manually associating transactions 5-37 mapping costs to product lines 5-38 overview 5-3 recording backup assets 5-21 reporting readings 5-31 transactions 5-23. 12-25 Auto Refresh check box 2-55 Auto Renewal check box 4-22 Auto Substitute check box 3-33. 9-14 label 9-3 New button 9-12 reader 9-3 Search mode 9-12 Version 6. 7-32 setting 7-26 Auto Update check box 3-40 auto-invoicing. 2-12. 7-24 field 3-35. setting up 13-27 Average Time Spent Analysis view Field Service Analysis screen 14-7 Average Time Spent Trend Analysis view Field Service Analysis screen 14-9 B Barcode Bar View menu 9-16 Barcode Mapping view Service Administration screen 9-20 Barcode toolbar process modes 9-13 barcodes Activate Barcode Functionality 9-12 definition 9-3 destinations for data 9-37 in reports 9-15 keyboard shortcuts 9-12. 2-50 assignment administration 1-29 Assignment Manager 1-29. 7-24 field 3-35. 5-17 asset transactions rules for generating 7-70 asset value 5-29 AssetId 12-34 assets administration 5-39 asset value 5-29 associated preventive maintenance plans 5-34 associating activities 5-30 associating defective tags 5-26 associating related assets 5-37 calculating adjusted cost 5-7 calculating value 5-26 calculating value and replacement cost 58 charts 5-36 condition 5-28 configuring costs and values 5-12 creating 5-36 creating subcomponents 5-37 defining 5-16 defining measurement data 5-31 defining product measurements 5-14 defining subcomponents 5-22 definition 5-5. definition 2-39. 7-32 Auto Invoice button 2-40 Auto PM All button 12-22 Auto PM button 5-35. 2-38 Attachments applet 2-50 Attachments view Agreements screen 4-19 Authorized Vendors view Service Inventory screen 7-38 Auto Allocate check box 3-33. 8-26 Asset Mapping view Pricing Administration screen 5-12 asset number.Index amendments 4-17 Approved check box 2-44.

9-42 configuring count period 9-43 4 Siebel Field Service Guide Version 6. 7-29 Counting Period fields 7-30 Customer Ref Number 2-34 Cycle Count Part Id 7-45 cycle counting 9-3 administration 9-41 associating ABC/XYZ parameter 7-60 completing 9-9 configuration parameters 9-41 configuring ABC/XYZ 9-40. 8-36. definition 4-5 contracts. 8-26. 7-50 Commit check box 3-23. 2-37. 1115. 6-16. 3-23. 11-16 Class ABC/XYZ fields 3-35. 7-29 Count Period fields 7-18 Counting Complete button 9-26 Counting Frequency field 7-18. 9-30 commit mechanism 7-69 commit time 2-6. 13-23 Billable Flag check box 2-34. 7-49. 13-20. 13-10 definition 4-5 Count Based On field 7-18. 7-15. 750. 7-15. 9-53 ClientReqId parameter 8-53 Commit All button 3-23. 7-50 Commit button 3-23. 13-9.Index setting destinations for data 9-20 toolbar 9-11 Update button 9-12 Billable check box 2-44. setting 13-26 bin 7-6 Bucket Categories view Service Administration screen 7-21 BucketAvailCDtobeCounted 9-44 buckets after shipping repaired parts 11-26 associating with inventory locations 7-31 Availability field 7-33 creating 7-59 definition 7-6 overview 7-62 Quantity field 7-33 setting up categories 7-21 Status field 7-33 updating quantities 7-68 BucketStatusCDtobeCounted 9-44 C caching 1-10 Calendar screen for activities 3-16 charts activities 3-42 agreements 4-37 assets 5-36 orders 8-38 Check Warranty button 2-39. 3-18. 3-31. 7-26 Client Request Id 8-53 ClientId parameter 9-45.1 . 11-17 component warranty 6-3 condition of asset 5-28 configuration parameters Cycle Counting engine 9-41 Fulfillment engine 8-53 Part Locator engine 8-53 precedence rule 9-43 Replenishment engine 9-51 Consolidate button 10-21 Consolidation view Shipping screen 10-20 contacts creating administrative 4-43 system preference for authorizing 4-45 Contacts view Accounts screen 2-27 Entitlements screen 4-31 contracts. 11-21 Billable flags. see also agreements 4-3 costs adjusting for assets 1-21. 7-46. 6-17. 828. 2-35 Competitor check box 2-31 Complete check box 5-33 Component check box 2-39. 3-20. 7-50 Commit Flag check box 7-15.

4-38 associating agreements 4-20 associating contacts 4-31. replacing 3-32 defective tags definition 11-4 overview 11-6 Delinquent check box 13-13 Version 6. 4-5 overview 4-3 performance data 4-33 recording performance metrics 4-41 system preference for verifying dates 445. or C/Z 9-43 configuring start date and end date 9-40. or C/Z 9-43 configuring frequency 9-42 configuring product classification. 4-40 billing details 4-36 contractual terms 4-22 cost basis 4-22 definition 2-6. 12-25 tracing 9-47 DestId parameter 9-53 Dispatch Board options 2-54 overview 2-47 Dispatch Board view 2-48 Planned Activities Applet 2-51 Unplanned Activities applet 2-48 Unplanned Activity Detail Applet 2-49 Documents view Agreements screen 4-19 E Email check box 4-32 Employee Query view 2-56 Encyclopedia button 3-41 EndDT parameter 9-45. B/Y. A/X.1 Siebel Field Service Guide 5 . 4-46 system preference for verifying products and assets 4-46 system preferences 4-45 Entitlements view Accounts screen 2-28.Index configuring cycle count class. B/Y. 12-34 engines overview 1-9 entitlement coverage 2-25 entitlements associating accounts 4-30. A/X. 4-39 associating PM plans 4-40 associating products and assets 4-35. 4-10 Agreements screen 4-20 Contacts screen 4-11 Exchange Between FSEs transaction 7-67 Expense check box 3-18 D De-Allocate button 8-32 De-Allocate transaction 7-66 de-allocating 10-13 defect number 5-19 defective parts. 9-43 creating records 9-23 manually specifying parts 9-41 optimizing 7-66 overview 9-5 parameters at an inventory location 7-40 product buckets to count and results 9-25 recording results 9-8 report 9-30 reviewing 9-9 showing variances 9-27 specifying counting frequency 7-60 specifying counting period 7-60 specifying synchronous/asynchronous 939 Cycle Counting Administration view 9-31 Service Inventory screen 7-40 Cycle Counting engine configuring 9-31 input and output 9-46 invoking 9-46 parameters 9-45 running 9-8 setting parameters 9-39.

3-10 commit transactions 7-14 transactions 7-72 Field Part Movements applet 2-50 Field Part Movements view Activities screen 3-22. 7-43 F Failure symptoms 2-40 fee-per-use 5-5 Field Engineer Activity applet 2-49 Field engineers. 7-30. 6-17 field service engineers assigned activities 3-17 assigning to activities 2-36. 13-21 Field Replaceable Unit check box 3-33.Index Expense Tracker view 13-20 Activities screen 3-20 Expenses check box 6-10 External Location 7-16. 8-28 fulfillment 7-6 configuration criteria 8-53 configuring single order Id 8-53 configuring single order line item Id 8-53 configuring temporary table for Client Request Ids 8-53 definition 8-4 overview 8-11 setting substitution rules 8-42 setting the default inventory location types 8-42 tables involved 8-54 Fulfillment engine configuration 8-48 input and output 8-54 overview 8-46 parameters 8-53 running 8-54 setting parameters 8-40 setting to fulfill another order status 8-42 setting to fulfill another order status for line items 8-43 system preferences 8-49 G Gantt chart 2-47 Generate Internal Orders button 7-36. 12-22 6 Siebel Field Service Guide Version 6. 2-52 assignment rules 2-21 automatically assigning to activities 2-12 definition 2-6 selecting 2-52. 7-24 Field Service base applications 1-3 engines 1-9 optional applications 1-4 service tasks 1-3 Field Service application multi-threading 1-10 Field Service Details view 3-24 Activities screen 13-21 Service Requests screen 2-38. 10-32 Get Warranties button 6-13 H History view Assets screen 5-34. 8-28 Fulfill button 8-25. 9-34 Generate Transactions button 10-29. 7-48. activities 2-3 field inventory transactions 1-6 field part movements checking 2-18. 9-34 Generate Period (All Locations) button 9-32 Generate Period button 9-32 Generate Pick Ticket button logic 8-45 Generate Pick Tickets button 8-27 Generate Purchase Orders button 7-36. 2-56 updating activity status 2-17 Financial Details view Agreements screen 4-22 Fulfill All button 8-25.1 .

13-21 Agreements screen 4-25 Service Requests screen 2-40 invoicing for activities 13-21 for service requests 13-25 InvokeMode parameter 9-53 Version 6. 3-18. configuring 3-43 Internal check box 2-37. 11-20 internal orders creating 8-14 definition 8-4 overview 8-10 replenishing inventory 9-7 special considerations 8-45 Internet check box 4-32 inventory checking with the Part Browser 3-11 example of structure 7-52 locations 7-6 locations across organizations 7-27 mobile 7-5 overview of relationships 7-63 recording locations 7-27 reports 7-51 setting up 7-53 structure 7-61 sublevel 7-6 summary of all locations 7-41 transactions 7-66 types 7-62 virtual location 7-6 inventory levels.Index I InputMode parameter 8-53 Instructions view Activities screen 3-26 Instructions.1 Siebel Field Service Guide 7 . checking 3-11 inventory locations associating other locations 7-39 associating roles of personnel 7-40 associating vendors 7-38 organizations 7-28 parameters for cycle counting 7-40 physical layout 7-65 setting default types for fulfillment 8-42 setting up relationships 7-39 structure 7-61 tracking 7-65 Inventory Locations views 7-27 Service Inventory screen 7-27 inventory transactions across organizations 7-43 asset and serial number associated with an asset 7-47 creating manually 7-43 phases 7-68 rules for generating 7-69 setting up types 7-19 shipping from repair vendor to customer 10-37 showing all for a product 7-43 types 7-70 Inventory Types view Service Administration screen 7-16 InvLocTypeForPT 8-50 InvLocTypeForReplenishRelation 9-52 Invoice engine administration 13-28 overview 13-24 invoices adding billable line items 13-14 generating 13-11 generating automatically for activities 138 generating automatically for service requests 13-8 information used by Auto-invoice 13-16 recording payments 13-18 report 13-27 setting up 13-6 Invoices view Activities screen 3-27.

8-35 Line Items Receipts view Receiving screen 10-24 Line Items view Agreements screen 4-26 Billings screen 13-14 Orders screen 8-27 list-form view 1-13 Loaner check box 8-28.1 . definition 5-5 Metrics view Entitlements screen 4-33 Service Requests screen 2-41 Mobile field service 7-48 Mode parameter 9-45. 9-3 logistics. 8-23 Order Item Id 7-50 Order Line Item Id 13-17 Order Part Movement Id 7-45 Order Types view Orders screen 8-23 order types. Barcode toolbar 9-12 New Replenishment Orders view Service Inventory screen 7-34. 8-36 Loc/Type parameter 9-45 Local check box 3-40. optional 1-11 L Labor Billable check box 4-36 Labor check box 6-10 Line Item Actions view Orders screen 8-31 Line Item Detail view Billings screen 13-16 Line Item Part Locator view Orders screen 8-33 Line Item Warranties view Orders screen 6-14. configuring 8-40 OrderItemStatusToBeFulfilled 8-50 orders administration 8-22 allocating items for 8-17 allocating parts manually 8-16 associating actions 8-31 associating actions with types 8-40 associating line items 8-27 automatically producing for replenishment 7-34 charts 8-38 8 Siebel Field Service Guide Version 6. 9-33 non-serialized products 5-5 O optional modules 1-11 Order Action Types view Orders screen 8-22. 4-20 Locate All button 8-33 Locate button 8-33 locating products setting up 7-23 locations associating with buckets 7-31 associating with products 7-31 defining the order of use 7-65 order of use 7-33 setting up inventory transaction types 719 setting up types 7-16 Lock Assignment check box 3-19 logging on as the Siebel administrator 1-27 logistics manager 8-4. definition 9-3 N New button. 12-33 modules.Index K keyboard shortcuts barcodes 9-12 M Manufacturer check box 2-39. 11-17 marketing administration 1-29 Match check box 9-29 Match Order # 10-27 Measurements view Assets screen 5-30 measurements.

9-35 Performed check box 3-30 Phone check box 4-32 Pick Ticket number 10-25 Pick Ticket views Shipping screen 10-12 pick tickets associating waybills 10-18 combining 10-8.1 Siebel Field Service Guide 9 . 9-35 options for using 8-43 purchase 8-4. 7-41 Part Cycle Count Id 9-29 Part List view Cycle Counting screen 9-25 Part Locator 3-36 overview 8-48 Part Locator engine parameters 8-53 running 8-54 system preferences 8-49 Part Movement Id 13-17 part movements tracking 11-10 parts and tools 3-28 configuring 3-43 Parts Billable check box 4-36 Parts check box 6-10 Parts Movement Administration view Service Administration screen 7-14 Payment # 13-18 Payments view Billings screen 13-18 Pending Pick Ticket views Shipping screen 10-13 Pending Replenishment Orders view Service Inventory screen 7-37. 7-28 inventory transactions 7-43 visibility of accounts 2-25 over-the-counter transaction 7-67 P parameters Cycle Counting engine 9-42 Fulfillment engine 8-53 Part Locator engine 8-53 Preventive Maintenance engine 12-33 Part Browser view Part Browser screen 3-36. 10-20 definition 10-3 optimization process 7-66 PlanId 12-34 Planned Activities applet 2-51 Planned Activity applet display options 2-54 Plans view Assets screen 12-24 Preventive Maintenance screen 12-13 PlanSQL 12-34 PM actions definition 12-4 history 12-23 Version 6. 8-10 listing pending replenishment 7-37.Index checking status 8-16 defining types 8-40 filling automatically 8-11 finding. 8-11 repair 8-4. 8-9 reports 8-39 sales 8-4 service 8-4 shipping 10-7 showing all line items 10-24 showing all pending 10-22 Orders view Service Requests screen 2-44 OrderSearchSpec parameter 8-53 OrderStatusToBeFulfilled 8-50 OrderTypeToBeFulfilled 8-50 Organization field 7-30 organizations 2-35 definition 2-6 inventory locations 7-27. for replenishment 9-7 internal 8-4.

Index PM plans creating 12-26 definition 12-4 triggers 12-14 PM Plans view Assets screen 5-34 PM triggers definition 12-4 preventive maintenance actions 12-20 associating assets with PM plans 12-24 associating PM plans and assets 12-13.1 . describing 2-42 Product Field Service Details view configuring 1-19. 922 Products screen 3-32 Product Field Service Details views Marketing Administration screen 3-44 product lines mapping costs for assets 5-38 Product Measurements view Marketing Administration screen 5-14 product warranty 6-3 products associated warranties 6-16. 6-11 Products applet Accounts screen 2-31 Products view Entitlements screen 4-35 Preventive Maintenance screen 12-18 purchase orders creating 8-14 definition 8-4 overview 8-11 recording received items 10-31 10 Siebel Field Service Guide Version 6. 3-36 returning to good inventory 11-25 serialized 11-25 serializing 7-63 setting up locating and allocation 7-23 warranty coverage 6-8. 10-15 product administration 1-28 Product Buckets view Service Inventory screen 7-31 Product check box 2-39. 12-22 associating products and assets with PM Plans 12-18 associating service request templates and activities with PM plans 12-19 creating service request templates 12-8 definition 12-4 end date 12-22 overview 1-8 service request templates 12-9 Preventive Maintenance engine parameters 12-33 running interactively 12-6 Preventive Maintenance view Agreements screen 4-29 Entitlements screen 4-34 Pricing Administration screen 13-10 Process Mode field 9-21 Process Modes. 11-17 Product Defects view Assets screen 5-19 Service Requests screen 2-42 product defects. Barcode toolbar 9-13 Process Shipment button 10-13. 3-44 Marketing Administration screen 7-23. 8-35 associating with inventory locations 7-31 defining measurements 5-14 investigating availability 1-7.

11-15 Repeat check box 3-19 Repeating check box 3-21 replenishment 7-6. 11-20 Refresh Total button 13-12. definition 5-5 Receive Internal Orders view Receiving screen 10-28 Receive Internal transaction 7-67 Receive Other transaction 7-67 Receive Purchase Orders view Receiving screen 10-31 Receive Repair Order view Receiving screen 10-33 Receive RMA view Receiving screen 10-33 Receive Unknown view Receiving screen 10-33 receiving associating waybills 10-33 overview 10-6 recording internal transfers 10-28 recording unknown receipts 10-26 RMAs 10-33 serialized products 7-25 Recommended Parts and Tools view Activities screen 3-28 Recommended Parts applet 2-50 Recommended Tools applet 2-50 Recost button 5-28 Recurring check box 3-21 Refresh button 2-37.1 Siebel Field Service Guide 11 . 11-19. 11-11 definition 8-4 overview 8-9 shipping allocated line items 10-17 Repair Pick Ticket view Shipping screen 10-17 repair records 11-4. 8-28. 9-3 administration 9-49 automatically generating orders 7-34 finding order numbers 9-7 pending orders 7-37. 11-22 Repair Id 7-45 Repair Order view Receiving screen 10-9. 11-6 repairs activities 11-7 assigning activities to a defective tag 11-11 associating activities with a service request 11-11 configuration 11-24 creating repair records 11-9 history 11-7 linking orders to defective tags 11-10 linking orders to repair records 11-10 orders 11-7 overview 11-5 receiving defective parts 11-6 receiving repaired items 10-9 recording time and expenses 11-13 report 11-23 updating activities 11-10 Repairs views Orders screen 8-37 Repairs screen 6-16. 9-35 Replenishment engine input and output 9-54 inventory relationships 7-65 Version 6. 10-10 repair orders creating 8-15. 13-15. denormalized table 7-64 Renumber button 4-26.Index Q Quote # 4-22 R Reading view Assets screen 5-30 readings. 13-17 Repair History view Assets screen 5-26. 13-14 Related Documents view Call Center Administration screen 3-41 Related Line Item Id 4-21 Related SRs button 3-41 Relationships view 5-21 Service Inventory screen 7-39 relationships.

7-63. 7-24 RMA advance exchange 8-4. 8-26 RMA repair return 8-4 linking to defective tags 11-10 RMAs creating 8-13 definition 8-4 receiving 10-33 Roles view Service Inventory screen 7-40 RowId 8-53 RowID parameter 9-45 S Safety field 7-32 sales orders 8-4 schedules setting up 2-21 screen elements of 1-13 Search button Barcode toolbar 9-12 Solutions screen 3-41 Search mode. administration of 2-21 service inventory overview 1-7 service level agreement definition 4-5 12 Siebel Field Service Guide Version 6. 3-34. 9-28 Serialized Product check box 7-45 serialized products 11-25 service activities 2-3 Service Activity Details view Siebel Assistant Administration screen 343 Service Activity Instructions view Siebel Assistant Administration screen 343 Service Activity Parts and Tools view Siebel Assistant Administration screen 343 Service Activity Skills applet 2-50 Service Activity Skills view 3-43 service agreements adding activities 4-42 associating activities 4-42 creating 4-14 creating an invoice 4-7 defining entitlements 4-44 generating documents 4-7 including products 4-44 Service Agreements view 2-28 Accounts screen 4-10 Service Calendar view Service Inventory screen 2-45 Service check box 4-27. 9-26. 8-28 Request check box 3-40 Required check box 3-21 Resolution Documents view Solutions screen 3-40 response time metric 4-33 Return if Defective check box 3-33. 5-17.Index invoking 9-54 overview 9-7 parameters 9-51. 7-24.1 . 8-28 Reprice button 4-26. verifying 2-28 Service Details view Entitlements screen 4-36 service employees. 8-29 service coverage. 9-53 system preferences 9-52 tables involved 9-54 ReplenishOrderPriority 9-52 reports activities 3-43 agreements 4-37 barcodes included 9-15 cycle counting 9-30 invoice 13-27 orders 8-39 repairs 11-23 service inventory 7-51 shipping 10-22 Reprice All button 4-26. 7-25. Barcode 9-12 Serial numbers overwriting asset numbers 7-33 Serialized check box 3-33.

3-40 Solutions view Call Center Administration screen 3-44 SourceType parameter 9-53 SR Template Activities view Service Administration screen 12-11 SR templates 12-19 StartDT parameter 9-45 Steps applet 2-50 Steps view Activities screen 3-30 Steps. specifying 3-32 substitute products specifying 3-12 Suppress Calendar check box 3-19.Index service orders 8-4 creating 8-13 fulfilling using the Part Locator 8-18 service products definition 4-5 Service Profile view Accounts screen 2-30 service providers for warranties 6-12 Service Providers view Service Administration screen 6-12 Service Related check box 4-18 Service Related Service check box 4-14 Service Request Templates view Service Administration screen 12-8 service requests adding activities 2-36 associating SR templates with activity templates 12-11 closing 2-20 creating and tracking 2-33 creating templates 12-8 definition 2-6 generating automatic invoices 13-8 hours of coverage 2-45 invoices 2-40 invoicing 13-25 recording billable activities 13-6 recording billable orders 13-7 related orders 2-44 solutions 2-46 templates 12-19 Service Requests views 2-33 service support overview 2-7. 5-37 Sub-Components view Assets screen 5-22 SubMode 12-33 substitute parts. configuring 3-43 Stock Transfer transaction 7-67 subcomponents creating 5-22. 11-19 Version 6. 8-5 shelf 7-6 Ship All button 10-15 Ship button 10-15 Ship Internal transaction 7-67 Shipment Number 10-25 shipping orders 10-7 processing allocated line items 10-14 report 10-22 serialized products 7-25 Siebel administrator logging on as 1-27 Siebel Field Service overview 1-2 Siebel technical support Intro-6–Intro-7 skills adding types 3-29 checking 2-18 configuring 3-43 employee 2-53 Skills view Activities screen 3-29 Solution Search view 2-46 Service Requests screen 3-41 solutions configuring 3-44 related documents 3-39.1 Siebel Field Service Guide 13 .

Index Symptom Code field 3-21 Symptom codes 2-40 system preferences agreements and entitlements 4-45 changing 9-39. 7-30. 12-26 Fulfillment engine 8-49 Part Locator engine 8-49 Replenishment engine 9-52 SystemDefaultFulfillInvloc 8-50 triggers event 12-17 threshold 12-16 time interval 12-15 usage 12-16 Triggers view Preventive Maintenance screen 12-14 trunk 7-6 trunk inventory. 4-3 views 1-13 administration 1-13 virtual location 7-6. 2-34. 4-18 Valid flag check box 4-3 ValidOrderItemStatusForOnOrderQty 9-52 ValidOrderStatusForOnOrderQty 9-52 ValidOrderTypeForOnOrderQty 9-52 Valuation view Assets screen 5-26 value basis of asset 5-29 Variance view Cycle Counting screen 9-27 Verify button 2-10.1 . 3-33. 7-24 Trace Flags parameter 9-47 tracing for Cycle Counting engine 9-47 Transaction Types view Service Administration screen 7-19 transactions committing field transactions 7-14 field part movements 7-72 inventory 7-66 list of automatic 7-43 over-the-counter 7-67 receiving a stock transfer 7-9 receiving over-the-counter 7-9 uncommitted 1-6 Transactions view Assets screen 5-11. 7-62 W warehouse 7-6 warranties associated assets 6-13 associated products 6-16 associating assets and tracking claims 6-14 checking coverage of assets 2-38 checking covered products 6-4 checking for a service request 6-5 14 Siebel Field Service Guide Version 6. 2-25. managing 7-5 T Tax Exempt check box 8-29 technical support Intro-6–Intro-7 templates activities. setting up 3-43 service request 12-19 Terms and Totals view Agreements screen 4-28 Terms view Orders screen 8-36 Time Sheet check box 3-18 Time Tracker view 13-22 Activities screen 3-31 Tool check box 3-28. 5-22 Transportation check box 6-10 Travel Time Billable check box 4-36 U unplanned activities criteria for 2-48 including in applet 2-49 Update button. Barcode toolbar 9-12 V Valid check box 4-14.

7-50 Write-in product 8-29 Write-In Serial Number 3-23. 9-32 Version 6. 7-50 Wrnty Rcvry check box 6-14.1 Siebel Field Service Guide 15 . 8-36 X XYZ Class field 7-32. definition 10-3 Where parameter 9-45 WhereClause parameter 9-53 workload analysis 14-5 Write-In Asset check box 7-15 Write-In Asset field 3-23.Index checking for assets 6-6 creating 6-9 identifying service providers 6-6 overview 6-2 tracking returns 6-6 Warranties view Assets screen 6-13 Products screen 6-16 Service Administration screen 6-9 Warranty Products view Service Administration screen 6-11 Waybill number 10-25 Waybill view Receiving screen 10-33 Shipping screen 10-18 waybills.

1 .Index 16 Siebel Field Service Guide Version 6.